ComplaintsforThomas Publishing Company LLC

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My company, ********************, signed up for website and online advertising services with Thomasnet. At the time, in a face to face meeting, their representative, ****** ****, specifically said that thought the agreement was for 12 months we could cancel at any time. We cancelled via email, letter and phone call yet Thomasnet continued billing. We made follow up phone calls several times when we received bills but were told there was no cancellation and ****** **** was no longer there.They have now sent a bill of over $25,000 to a collection agency.We would never have made the agreement if we were not told it was not cancelable.

  Business response

  09/17/2024

  We understand you believed your Thomas Service Order for website and advertising services was cancellable. However, every Thomas Order Form includes a link just above the order signature line to Thomas Terms of Service located at ******************************************************;. These terms apply to every Thomas order.  In Section 3 - Billing and Payment Terms, in bold typeface these Terms of Service note: Cancellation: Except as otherwise provided elsewhere herein, the Order Form and the related service fees are non-cancellable and non-refundable (i.e., the Services contracted for cannot be decreased during the Subscription Term) and are based on the Scope of Services specified on the Order Form.
  
  Additionally, each month statements and notices were sent by the Thomas ******************************* Our Accounts Receivable team has not received any communications from you or your company which is why your account has gone to collections. Thomas has performed the services contracted, the Terms of Service clearly state Thomas service fees are non-cancellable and non-refundable, we, therefore, expect payment in full for services rendered.  

  Customer response

  09/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   We read through the terms of service and the *** specifically told us that is standard language and that we could cancel, verbally, at any time.  As an official ***resentative of Thomasnet his in person specific instructions overrode the contract.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *********
  
  
  
  
   
  

  Business response

  10/03/2024

  Your assertion that statements by a sales representative as an official representative of Thomasnet override the contract is incorrect.  Verbal agreements do not override written agreements. This is why a signed contract is required before services are rendered.  Additionally, in section 4 General Terms - Thomas Terms of Service notes that each Party represents and warrants to the other Party that: (d) when signed by Customer and accepted by ********************, this Agreement will constitute the legal, valid and binding obligation,enforceable against each Party in accordance with its terms.
  Thomas expects payment in full for services rendered. Please contact us via the phone number referenced on your monthly statements or contact Thomas Customer Support at ********************************************************************. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ********* contacted me about marketing for my company. I was hesitant in the beginning because I couldn't afford the $350 a month the sales rep was asking, and I didn't feel I needed their services. After continued pressure and a new price point of $250, I decided to give them a try. I was told that I would get continued support in getting set up on the platform. I never heard anything from ********* for several weeks after the initial agreement. I decided that ********* was not a good fit for my business, and requested cancellation within the first month of service. I never used the service due to a lack of support on how to use the platform but was told I could not cancel the service. The email stated that I was bound by the terms of a contract dating September 1st, 2023, but I sent the cancellation request on July 6th, 2023. The initial response email was directed to *********'s collections department even though no money has been exchanged. My further attempts at resolving this matter have been unanswered.

  Business response

  07/11/2023

  We contacted this customer and this matter has been amicably resolved. 

  Customer response

  07/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Thomasnet contacted me about marketing for my company. I was told I can cancel anytime. That the only reason I was willing to try it. It's not a good fit for my business and now they refuse to cancel my subscription.

  Business response

  01/11/2023

  We have contacted this customer and resolved this matter.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ThomasNet contacted me and discussed all of the benefits they would bring to us by signing up with them from sending billion dollar business our way and wholesale leads etc. We proceeded with them and it has been roughly 6 months and have received 0 benefits from what they advertised to us. We have received $0 in sales associated with ThomesNet. Asked to cancel as we are not seeing any of the benefits they implied we would receive and they are denying our request. I am not asking for a back refund for the lack of them not fulfilling their end of the services. I am only asking to close our account moving forward and peacefully go our separate ways. I now see why they lock you into a long term contract. I should have done more homework before signing up with them but it is clear why they lock you in because they will not provide the benefits they imply at sign up and if they didn't lock you into a contract then everyone would be walking after a few months of 0 returns. Hopefully others will see this red flag and walk away and avoid the same mistake we made.

  Business response

  05/24/2022

  We understand this customers concern that the marketing investment with Thomas has not yet resulted in trackable sales. Our team met with this customer to review results to date which we felt were encouraging given the low marketing investment which totaled less than a third of our average customers marketing spend. Still, Thomas reporting indicated a good amount of qualified traffic has been driven to this customers website. We offered to update this program in an effort to optimize results, but this customer chose not to engage. ******************** will not be able to close this customers account as requested or provide a refund for the remaining half of the contracted term. This customer signed a ******** marketing service agreement. Thomas continues to provide the services contracted for and will continue to drive qualified traffic to this customerswebsite.Tell us why here...

  Customer response

  05/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Since Thomasnet is unable to uphold their end of the deal I believe we are justified in closing our account. I could go after a refund for past months also since they have not fulfilled their end of the agreement. However, I am only asking to close the account moving forward. If they are not willing to uphold their end of the agreement and close the account for falling short I will not be removing this complaint or the other 1 star reviews left on other sites in efforts to warm others of their tactics of high promises with no fulfillment after locking into a contract. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  07/18/2022

  Our contract clearly states the marketing services to be provided and the term of these services. A refund will not be issued as ****** has provided and will continue to provide these services through the end of the agreed upon term.

  Customer response

  07/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for the response. I shall leave my complaint/review up then for others to see before they sign any contracts. 

    

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩