TONY D.
Disappointing results and an even more…
Disappointing results and an even more disappointing cancellation experience. Our experience with The Moonlighters started positively. The team was professional, the meetings were helpful, and our account representative, Nick, was friendly and upbeat. Unfortunately, that positive first impression did not translate into the results we hired them to achieve. After several months and more than $10,000 in advertising spend, plus management and percentage-based fees, we did not see what they promised or the improvement we expected. Based on our review of our Facebook reporting, we were receiving fewer leads and our return on advertising had declined substantially. Their agreement describes objectives including improving “ROAS and/or advertising profit” and “Saving the Client wasted advertising spend.” In our experience, the campaigns did not deliver those improvements. Also, what they call a “performance fee” is calculated as 5% of advertising spend—not based on leads, sales, or profitability. I understand that marketing does not always work and that an agency may not be the right fit for every business. My biggest disappointment was how they handled our request to end the relationship. In April, I disputed additional charges and explained in writing that we believed we had fulfilled our payment obligations. They disagreed, stating that the charges were for completed work and that they had already reduced the amount owed. On April 20, they gave us 48 hours to confirm payment and said they would otherwise pursue collections for the full amount under the original agreement. We subsequently received collection notices seeking $1,833.70, which we dispute. I appreciated the people we worked with, but I cannot recommend the service based on our results and the way the billing dispute was handled. Before signing, understand the minimum term, notice requirements, and the fact that their percentage-based fee applies to ad spend regardless of whether your campaigns produce profitable results. I Was very hopefull with them but after the amount of time energy and money my company spent to only end up sending us to collections over 1833 at that is not the way to conduct business. Buyer bewaer
Response from The MoonlightersOct 24, 2026
Tony, we're sorry this didn't work out, but several points here need correcting for anyone reading. You signed with us for two businesses, Direct Metal Roofing and Luxury Remodel. On January 12, before launch, you told us in writing you would not proceed with Direct Metal Roofing. We accepted that with no penalty and later cut your monthly fee by a third to match the smaller scope. We launched Meta lead campaigns in January and sent you new leads almost daily: 7 one weekend, 17 in one week, 9 in a single day in February. On February 4 you wrote, "We are seeing good quality they all reply." We also built Google Ads, which went live March 23 once your site's tracking code was installed. The budget was cut on our March 13 call together, and we switched Facebook off on March 28. On cancellation: you gave notice April 7 on a 90-day term ending April 26. We stopped work that day at your request and charged no performance fees after it. When you disputed the April fee, we offered a settlement, then on April 14 cut the balance to only the 7 days we worked. On April 20 you offered us a positive review if we waived that balance. We said no. Reviews should be honest. You then stopped responding to us entirely, so we sent the outstanding balance to collections.