C M.
I wish I could give PPL Labs a negative…
I wish I could give PPL Labs a negative 5 stars! I am an over 65 year old lady who started a small business less than 2 years ago. We signed a contract with them for 6 months to get "leads" but had to pay our own Facebook ads and another service that provided the connection from potential client to our business. I'm not sure that PPL did that much but my partner wanted to keep using them past our contract, $1,295/mo! We informed them Jan '25 to halt their service, which they did, but they kept charging us the same huge fee for 4 mos and would not work with us. Account manager, Jake, told us in April that "website management" would be costing us $895/mo, to simply change our calendar once a month! We thought our agreed upon charge, per our contract, was already expensive at $200/mo. But then they still charged us $1295 in April, anyway. Fortunately, these charges were on my personal credit card and my dispute worked. I just received my money back, with interest! Kudos to Fifth Third Bank! But now, to punish us, they have locked up our website, refusing to turn it back over to us even though we own the domain and all they did to "create" a new website was use a few templates. We were ready for them to shut it down but they have used their "skills" to keep us from using it. This is very much harming our business. My lawyer thinks they have committed financial exploitation of the elderly.
Response from PPL LabsJul 2, 2025
We’re truly sorry to hear that you had a negative experience. At PPL Labs, we aim to support small businesses with respect, transparency, and professionalism—and we take feedback like this seriously. We want to clarify that throughout the course of your time with us, our services were actively provided, including full website hosting, regular monthly content updates, and ongoing support. Following the initial 6-month lead generation agreement, your business partner confirmed the continuation of services and later approved the transition to website-only support. We understand there may have been internal miscommunication between you and your business partner, but from our position, we proceeded based on the clear direction we were given at the time. We also provided two months of website service at no charge as part of our effort to support the transition and find a fair resolution. Regarding the website, we did not “lock” or “withhold” access arbitrarily. Standard practice is to maintain site hosting and support while billing is active. Once payment disputes were filed and left unresolved, the account fell out of good standing, and hosting was discontinued. While we regret that this relationship ended on such a difficult note, we hope for the best in your business journey.