• Report: #1004523

Complaint Review: AT&T Advertising Solutions

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  • Submitted: Sun, January 27, 2013
  • Updated: Wed, April 23, 2014

  • Reported By: Cri — Lakewood Colorado United States of America
AT&T Advertising Solutions
? Denver, Colorado United States of America

AT&T Advertising Solutions YP.com, YellowPages.com Big Promises Little Results Denver, Colorado

*Author of original report: Not whole, not even partial!

*UPDATE Employee: AT&T Advertising

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Our Sales Person, Peter Tandy at AT&T Advertising Solutions was excellent... at first.  He pushed very quickly to get the contract pushed through and the account setup, but soon thereafter things fell apart.  We had a weekly meeting in place and every week the same promises were make.  They would fix the improper keywords, they would bump up our SEM, but the results were always the same.

 We were paying $600 per month to AT&T for the "600 connection package" which included listings in all of their affiliate directories, a webpage that they would host, directing traffic to our main page and calls to our office via their tracked number.  And lastly it included the management of paid keywords and offers with various search engines.

 AT&T's claim was that we should see 11-20 calls and >45 clicks per month within the first 2 months.  We run a dental practice and we average 60 new patients per month. All of our marketing avenues were setup within 1 month of one another.  85% of our patients come through marketing, the remaining 15% comes through referrals or insurance, but after 6 months we had only received 2 calls from AT&T advertising.  

In 6 months AT&T producted a staggeringly craptastik 12 clicks through to our site while Yelp drives an average of 8 clicks per month completely free.  The bottom line is that we paid over $3000 to acquire 1 patient (1 of the 2 calls was a no-show).  I expressed my displeasure repeatedly over the course of several months to Peter who repeatedly assured me that he would "make it right," going so far as to promise a credit for 2 months of service, then Peter disappeared and moved to another territory in another state.  

I was then put in touch with his District Sales Manager, Charles Pankey.  Two emails outlining the history of our issues were sent to Charles.  Several calls were placed and still no response finally, at 9:15 am, after weeks of attempting to contact Charles, I caught him just as he was arriving at the office. 

I gave him the history of our issues and my request that he follow through with Peters promise for 2 months credit and I immediately got the feeling that he could care less about my concerns.  He promised to look into it and contact me on January 21st.  Today is the 27th and I have still yet to hear from anyone at AT&T willing to take this matter seriously and make this issue right.

This report was posted on Ripoff Report on 01/27/2013 09:01 PM and is a permanent record located here: http://www.ripoffreport.com/r/ATT-Advertising-Solutions/Denver-Colorado-80228/ATT-Advertising-Solutions-YPcom-YellowPagescom-Big-Promises-Little-Results-Denver-Col-1004523. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Not whole, not even partial!

AUTHOR: Cri-B - ()

Thanks for your response Charles.  I have not to date been made whole or even come close.  The best that AT&T/YP did after escalating to the president's office was refund the amount that I was billed after the termination date on the contract.  On top of everything mentioned earlier, two months after the contract period ended I was still being billed for service despite repeatedly requesting termination of the contract months prior to the end of the term.  AT&T did refund this amount billed after the contract term, but I did not receive any compensation of any sort outside of this.  

AT&T did offer to extend the advertising at no charge for an additional month but the even at no charge the advertising would have cost us more than it would have brought in.  LITERALLY ALL calls received from the marketing were misdirected and therefore cost us more in handling than they drove in revenue.  

Why Charles, after all the time that I spent on the phone with you and dealing with the myriad of bureaucracy that is AT&T was any one not able to give my company a refund of the money spent on services which were not delivered?  What fixes are in place now that we should be made whole without wasting weeks more of valuable time?

Thanks,

Cri

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#2 UPDATE Employee

AT&T Advertising

AUTHOR: Charles - ()

At the time I was a District Manager with AT&T YP. From time to time we had small ($200 to $2,000 monthly spend) SEO/Google/Yahoo!/Bing programs that didn't work particularly in competetive SEO categories like dentistry, plumbing PI attorneys etc. which included the business he worked for.  Cri did reach me about his program which he purchased from one our representatives that I managed. We escalated his claim. I explained to him that the wheels turn slowly at AT&T especially in light of the fact that at the time the division was being sold to a private equity firm. From my recollection I believe the company that Cri worked for at the time has been made whole.  I have since moved on but if Cri and his company have not been made whole he should contact the General Sales Manager now that the division sale is complete and make sure that he pursues whatever claims are suitable.

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