Report: #916114

Complaint Review: AT&T Advertising Solutions

  • Submitted: Mon, July 23, 2012
  • Updated: Tue, May 20, 2014
  • Reported By: PPS Plumbing-OC — fullerton California United States of America
  • AT&T Advertising Solutions
    401 Exchange, Suite 100
    Irvine, California
    United States of America

AT&T Advertising Solutions YP Connect Bait and Switch- sold advertising program for Orange County received advertising in LA County Irvine, California

*REBUTTAL Individual responds: My side of the story

*UPDATE Employee: Message to Submitter

Show customers why they should trust your business over your competitors...

Started an advertising program in July 2011 for a 6 month term.  I had requested OC area only.  Over the period of the 6 months, PPS did not receive 1 phone call from the OC area, all came from Semi Valley, and LA area-which we do not service that area.  My account sales person David Walker personal told us that he would keep an eye on our account and make adjustments along the way. I contacted him explaining what was going on with the area problem, and he said he was watching my account, and had been making adjustments, this was in August 2011.  I never received any additional emails or any communication from him until I contact him again in January 2012.  During this period I only receive OC phone calls from customers that were already established with our company.  ( I have proof us this by a list of calls we had received through the 6 mo. service).  This was a classic bait and switch!! When he finally responded to my email, I was told my account was transfered to Jennifer Bell, which I was never informed of this change, nor had she contacted me through the 6 mo. period.  She did pull my reports, and told me if I wanted to cancel this contract that is would have to be in writing, which I did immediately.  When I voice all my complaints, they said they would not refund any of the 6000.00, but would help me out with a new contract, but I would need to sign an additional 6 months.

I of course would not resign an new contract.  I have now lost the 6000.00, with not one new job from all the advertising by AT&t, they performed the classic BAIT & SWITCH, and by reporting this on every site I can, I hope this will help with anyone trying to make a decision on advertising with AT&T which now is YP Connect.

FYI: The addrss for the company that performed the BAIT & SWITCH is: AT&T Advertising Solutions, , 410 Exchange, Suite 100, Irvine, CA 714-730-1608, the 2 gentlemen that were responsible for my account were, DAVID WALKER, Sales Rep. and RICK WHITE. If you are contacted by either of two--RUN!!

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This report was posted on Ripoff Report on 07/23/2012 10:58 AM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 REBUTTAL Individual responds

My side of the story

AUTHOR: David Walker - ()

I have been in the advertising business for 23 years in Orange County and have never had a complaint against me. You do not survive in this business if you are unethical...period. I handle very large Key Accounts for AT&T/YP, so you must be ethical, honest and straightforward and have excellent follow through. Having said that, this is my account of what happened: Rick White, Internet Sales Manager and I met with the customer to do a "very small" ($1000 per month) search engine marketing campaign that was only going to be live for 6 months. An average cost per click for Plumbers in Orange County is $37.82. A click to lead ratio of 10% is the norm, according to Google. At that rate, the customer would expect 3 calls per month.

The 3 things that made this account impossible to be successful was: 1. An inadequate budget- Should have been 5 times the size for the Plumbers category. 2. The customer's website is a one page only site (that was the norm in 2001). This is not a search engine friendly site: see for yourself- It is not going to bring the traffic needed-even with a strong budget. 3. Inadequate trial period-Need at least a 12 month program to be effective and that is if you have an effective site. Ramp up takes a minimum of 90 days, so even with a quality site, this would have been inadequate. 4 Challenging Economy: Not many people during 2010-11 were spending much money on the type of jobs they were going after. They were going for high end jobs that were very fews and far between.

As far as the call returning issue, any of my customer's will attest that I call back within an hour and always address issues immediately. I did return calls and emails immediately, but once the account went to the premise rep, I sent those emails to management to address. The geography was adjusted immediately once it went live. This account immediately went to a premise rep (small accounts) who was on disability at the time. Once this happens, per the union contract, I am not permitted to do anything on this account. This was unfortunate for the customer. I brought this to the attention on Management, who followed through. My suggestion to Pamela (the owner) is to get a new website that is at least 5 pages and search engine friendly. Once she does that, she needs to aggressively market the business. The economy has improved much since then, so she should fair much better if she makes these changes.

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#2 UPDATE Employee

Message to Submitter

AUTHOR: yp customer support - (United States of America)

(Message from YP)

We're sorry that you've had such a frustrating experience! We want to work with you to get this issue resolved.  Please expect to hear from us soon.
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