ComplaintsforSiteLock
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Complaint Details
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Initial Complaint
11/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I received an email today (11/4/2022) from SiteLock stating that, "As part of your hosting package with , you have been provided with a SiteLock website scanner that proactively checks for malicious threats and vulnerabilities. During a recent scan of rbearadise.com, malware was detected on your website."There's only one problem. I sold my business and took the website down well over a year ago. I'd like them to stop trying to sell their products under false pretenses.Initial Complaint
07/18/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have a client website that goes through your CDN. The data and files from that site are supposed to be backed up daily. I am receiving messages that they are being backed up successfully. As of this last Wednesday, I am not seeing anything in the logs, and the system is showing no backups. Still, I continue to get the success message.Can someone please tell me why this would be happening and why Ive been getting zero responses from your support group?Business response
07/22/2022
We take customer feedback very seriously and make it a priority to deliver exceptional customer service. We have spoken with the customer of the account in question and consider this matter resolved to the customers satisfaction.Initial Complaint
05/31/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
NOTICED MY WEBSITE WAS DOWN. HOSTING PROVIDER SAID IT IS SITELOCK THAT HAS SSL NOT properly configured. on 5/27/2022 i called and listened to their recording for hours, no answer; i went onto their website and filled out their support ticket. as of today 5/31/2022 no response even though sitelock advertises response within **************************************************************** money!!! and my business reputation. the information is on their website about response timesBusiness response
06/02/2022
SiteLock strives to resolve any dispute in a way that satisfies the customer. As the threat landscape continues to evolve and become more sophisticated, we are committed to ensuring our products and services are continually enhanced as well. We make any effort to work with our customers to ensure they have the protection they need and afford. Customer satisfaction remains our top priority and we will always work with customers to ensure satisfaction. In this specific instance, we were able to assist the customer in resolving the incident caused by an expired SSL. We consider this matter resolved and are happy to continue working with the customer as needed.Customer response
06/02/2022
iN THERE RESPNSE THEY NEVER ADDRESSED NO TIMELY SUPPORT AS THEY INDICATE ON THERE WEBSITE NOR DID THEY ADDRESS HOW THERE GOING TO RECTIFY THIS SITUATION. BEING UNABLE TO CONTACT SUPPORT OR HAVE ANY RESPONSE FROM SUPPORT FOR DAYS IS NOT OK AND THIS COMPANY DID NOT ADDRESS THE ISSUE!!!!Business response
06/07/2022
Sitelock apologizes for the delay in responding to the submitted support case. It is always our intention to help each of our customers as quickly as possible when circumstances allow. We understand how our delay caused an inconvenience to resolving your issue. In addition to refunding for the May charge we are also extending a two month pause in your billing. The next payment will be due August 7th,2022. Thank you.Customer response
06/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.i just wish they would have provided the support that they agreed to and this never happened! i used to recommend them but after they cased me lost sales and revenue and customers i never will recommend them again unless there is drastic changes in the future
Regards,
*********************
Initial Complaint
05/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We're notified last week that we needed to update our website's security. The 1st email arrived on Mon., May 9th (See below). The last email came on Friday, 5/13/22. On May 14th my site was down with a Site Lock warning. I made the changes on Saturday, May 14th and contacted Site Lock Tech support to find out how long it would take for the site to be back up. Someone read the email because I received a read receipt at 9:56AM EDT on Saturday, 5/14 with no response to date.From: Sitelock Ticket Resolution <*******************************************> Sent: Saturday, May 14, 2022 9:02 AM To: ************************** Subject: Read: RE: [CASE:1162225] Your Ticket Has Been Closed Importance: High Your message To: Sitelock Ticket Resolution Subject: RE: [CASE:1162225] Your Ticket Has Been Closed Sent: Saturday, May 14, 2022 12:56:40 PM (UTC+00:00) Monrovia, ********* was read on Saturday, May 14, 2022 1:02:06 PM (UTC+00:00) Monrovia, *********.From: SiteLock Support <*******************************************> Sent: Monday, May 9, 2022 6:40 PM To: ********************************* <**************************>Subject: [CASE:1162225] Your SiteLock Web Application Firewall Requires an Update Hi *********************************,The Proxy SSL Certificate for your Web Application Firewall is set to expire soon and as a result we need to begin the revalidation process.To revalidate, please add the following *** record to your website's [jesuscaresintl.org] DNS records:Replace the *** value: _globalsign-domain-verification=qVNthZqFQop07sEVTZg7cY_QUKbrqbuaSFF_weT72Y with the ***: globalsign-domain-verification=30b8de3a8a7accc96897293b8d05a6cd Once this is complete please respond to this email to notify us so that we can monitor the revalidation. Please Click Here to open a chat with Support if you are uncertain how to add a *** record to your DNS records. Your host, SiteGround, can also assist with this if necessary or if you want SiteLock to assist, please reach out with logins..Thank you,SiteLock Support TeamBusiness response
05/19/2022
SiteLock strives to resolve any disputes in a way that satisfies the customer. It is our policy to keep detailed customer records including call details, recordings, and notes on every interaction in order to ensure we deliver the highest level of service. After further review, we have issued a refund and cancelled the services. We consider this matter resolved and regret any frustration the customer experienced. We are happy to continue working with the customer if needed.Initial Complaint
10/06/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
As a small business, we have been a loyal customer of ********************** for several years, using their services to keep our website protected. This year we shifted to a new website management company and no longer need the services. We recently cancelled the credit card used for the sitelock payment and assumed that our billing could not continue due to the credit card on file no longer being valid. However, on 10/1/2021, we noticed that another $490 was billed to our business checking account by Sitelock. When I just spoke with a representative from Sitelock's billing department and requested cancellation of the our account and a prorated refund, it was denied stating that they would be keeping the entire $490 with no prorated refund - though we will never receive services for the fee paid.This is on top of the fact that they went ahead and billed a credit card that no longer exists. In addition to this complaint, we will be disputing the transaction with our bank.Business response
10/07/2021
Sitelock strives to resolve any disputes in a way that satisfies the customer. It is our policy to keep detailed customer records including call details, recordings, and notes on every interaction in order to ensure we delivered the highest level of service. All of our customers go through a very detailed process when purchasing services. They agree to our Terms of Service which includes our auto-renew process, something the customer experienced for three years prior with no issues. According to our terms and cancellation policy, customers must call 30 days prior to the end of their 12 month term to cancel without additional fees or loss of prepaid funds. The customer elected to go in directions counter to the Terms, and because the customer is seeking restitution through their bank, Sitelock is unable to assist in issuing a refund. We consider this matter resolved and are happy to continue working with the customer if needed.Customer response
10/07/2021
On our phone call, the attendant indicated that we received an email reminding us of the 30-days to cancel clause; however, we never received any such email. As stated in my original complaint, we had cancelled the credit card used to **** this particular transaction. We also received email notices indicating that they attempted to **** that credit card, it failed, our account might be cancelled, and we needed to update our billing information. Like any reasonable person, because we did not intend to continue with the service we did NOT update our credit card information assuming that our account would automatically cancel. Attached is the email we received, as well as a copy of the invoice with the canceled credit card noted.
We continue to dispute this and request a prorated refund of the $490 taken from our business bank account on Oct. 1st (prorated to Oct. 6th when we initially sought resolution of the issue).
Business response
10/08/2021
The refund has been issued. We consider this matter closed.Customer response
10/08/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************
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Customer Complaints Summary
16 total complaints in the last 3 years.
5 complaints closed in the last 12 months.