Customer S.
Scam-charged me for 3 months and only delivered 1
we hired UGC factory in October and agreed to their terms of $7500/ mo in exchange for 24 UGC ads - They failed to deliver the first batch of ads on time and to add insult to injury , the ads didn’t perform- The creators are just not authentic - While waiting for the second batch of ads, I found out that they auto charged us for 3 months, $21000 ! -They do not have a phone to call so I emailed them- no response - I finally get a response from the owner Dan, after we had to charge them back for services not rendered. His response was , “ read the agreement , it states continuous payments” That would be ok if they actually delivered the services - needless to say , we have moved on - this is in response to Dan’s response: First of all I reached out on thursday , not friday- after zero response after my creditcard was hit for services not rendered, I did what any customer would do, protect themselves from fraud - Here are the facts: We never delayed on our side- They failed to provide 24 ads per month for 3 months yet they went ahead and charged us The one month of ads , which we will pay for, didn’t work simply because the creators are not authentic enough. The reason I have not picked up the phone is because it’s Saturday and we also had a death in the family - I told this to Dan- At days end- there are better UGC companies out there that can provide authentic creators for your brand- My advice is to not trust a company that put me thru what this one did
Response from UGC FactoryJan 5, 2025
Obviously, this is the type of review that I NEVER expect to see from a client.... even at the scale we operate. This particular project was delayed from the start on the client's side. Andrew (CEO) hired a new employee 1 month into the project, who took additional time to approve strategy, creators, and final edits. As an agency, this is completely outside our control. We clearly state in our agreement that we have a continuous billing cycle, so it shouldn't come as a surprise to see 3 charges over the course of 3 months. In regards to our response time -- Andrew messaged our Account Lead on Friday afternoon at 3pm expecting a phone call same day. The next morning (today, Saturday), I noticed we were charged back for all 3 payments, **including 1.5 months of work that had already been completed***. This is a classic case of a marketer who charges back if something doesn't perform / work out to their liking. In reality, Andrew refused to hop on a call with me this afternoon. He stated he didn't have time, though he had time to leave this damaging review. Unfortunately, we weren't given the 3 months originally agreed upon to refine our ads and deliver results our clients expect from us. Either way, I stand behind the work that my team produces. I'm fully confident in what we create and the results we continue to generate for our clients. It's a shame that some people conduct business this way.