ComplaintsforSiteLock
Cyber Security
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Complaint Details
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Initial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I hired Sitelock to scan our HostGator website to remove malware from my website. Despite their promises, the issue remains unresolved after two weeks and numerous calls. They continue to send me daily emails claiming the problem is fixed, and the site is clean. This has cost me significant time and money. I have attempted to reverse the charges with my credit card company and am awaiting the outcome. In my experience, this company is not only incompetent but potentially dishonest. I would not recommend their services to anyone who values their time and money.They guarantee the removal of malware or getting the money back. Guess what? They do not honor their statement.Initial Complaint
03/07/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I hired Sitelock via Hostgator to remove Malware that had infected my website. What was promised to be removed., after two weeks and a dozen calls has not been fixed. But they do manage to send me an email everyday that does say it has been fixed and is clean. This has cost me tons of wasted time and money. I have tried to reverse the charges with my credit card company; we will see if the company steals in addition to being incompetent. Needless to say, I would not recommend this company to anyone, unless you like wasting your time and money and getting nothing in return.Initial Complaint
09/15/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have contacted Blue Host and Sitelock for almost a month. Bluehost insisted that I purchase Site Lock protection on a website hosted through Bluehost. My site was hacked and I thought that I was protected under Bluehost. I have complied with all of Bluehost and Sitelock's instructions. After chatting with representatives numerous times, they have been rude and offered no solution to the issue with my website. I still have a hacked site and I have spent close to ****** with Blue Host and Site Lock and I still don't have a functional website. I want my money back for everything so I can start over with a new website and hosting elsewhere. I have the chat transcripts and can provide them to the company. The amount of money I want to be refunded includes charges I did not authorize for *********.Business response
09/19/2023
We take customer reviews very seriously, and make it a priority to deliver exceptional customer service.We want to make every attempt to resolve this issue.
In checking our systems we located an account with one domain that we cancelled the services and refunded per your request on 8-29-2023.
Upon seeing this new review we recently left a voicemail to better understand how we can further assist in this matter.
Thank you
Customer response
09/19/2023
I need a refund for the site lock purchase and domain. This is over ******. There was a refund on 8/29 but this complaint is not about that transaction. I have tried to call the business back and when I try to leave a voicemail, I am disconnected.Business response
09/20/2023
We have spoken with the customer and confirmed that the ********************** product referenced was purchased from the host and not directly from Sitelock.Therefore, any changes to services or refunds with the account must be made with the host. We consider this matter resolved but would be happy to assist the customer in the future if needed.Customer response
09/25/2023
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. This is an issue that needs to be resolved through Blue Host, who claimed that Site Lock was their company.
Regards,
***************************
Initial Complaint
08/18/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
In May this year I spent almost 45 minutes speaking to a customer service rep to renew my ******************** subscription on my company website. (I have been a client for several years, and this is not my first terrible experience). In the past, without a malware scanner my website was getting attacked often. Likely, due to lack of the ability to communicate proficiently in English, the representative took the service OFF of my website, unbeknownst to me. However, she finished the call by confirming everything was properly configured. A few months later I was told my website was down. It had been down for a month actually, after being overtaken by malware. I did not receive an email notice because my SiteLock service was deactivated. Since this problem went on so long, my website backup service that automatically saves backups monthly only has infected website files. I had been wondering why my business has been so slow in recent months, but with no working website, it makes sense now. So now, SiteLock has been trying to remove the malware for about 3 weeks. And it looks like I might be left with no company website, because they are not having success. Their position so far is that this is going to be my problem to deal with. What a horrible experience and SUCH terrible customer service. I have had to call them about 7 times so far, with long wait times. I cannot imagine how much their terrible customer service has cost me in losses.Initial Complaint
07/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Somehow all 10 of my sites on Hostgator got infected with malware, and all were off line. ** told me they couldn't fix it, but Sitelock could. The Sitelock sales person told me they could do a one-time fix for $750 and all sites would be working again. The next day I received an email stating the work was done and the case was closed. Unfortunately, none of the sites worked. I tried calling support four times but only got people in ***** who wanted to read me the email they had sent. I asked for a supervisor but never got one. I tried calling sales and they read me the email stating the work had been done. But there is no evidence any work has been done. The sites are still off line and I cannot access them. So now I have to migrate my sites to another host and completely rebuild them from scratch. What a disaster. Thanks Sitelock.Business response
07/18/2023
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 every 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 have been in contact with the customer to address the concerns. We are working in collaboration with the customer toward resolving to the best of our abilities the issues with the websites.Customer response
07/20/2023
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,
*******************
Initial Complaint
07/08/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
See attached letter SiteLock cancelled my services in 2017 - never informed me and kept billing me for 6 years. I thought I had a firewall around my website and did it for 6 years.Business response
07/17/2023
In regard to this matter, all pertinent responses will come directly from Sectigo and delivered to the clients identified representatives.Initial Complaint
06/05/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Per our recent audit of credit card charges, we discovered a charge of $19.00/month since August of 2022. We have made an attempt to contact the company on 5-29-23 but no response. also tried to communicate through the Credit Card processing company but got only a refund for the month of May 2023. At this point, we would like Sitelock to refund for the previous months (total of 10 months) as we have no records of any services by them.Initial Complaint
05/30/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
They never recovered my website after a year of me calling back. I asked for a refund and **** said that the website was cleaned and that I never responded to the emails correctly.Initial Complaint
05/23/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I am trying to close an account with a hosting provider. They say they cannot close the account because there are FOUR active "SiteLock" subscriptions on four domains.I NEVER signed up for SiteLock! When I log into the SiteLock dashboard, there is NO OPTION to cancel or remove the service.When I called their phone number, I got a guy with a thick accent that I couldn't even understand 80% of what he was saying. He kept insisting that the hosting provider has to cancel it. Meanwhile, the hosting provider says that SiteLock needs to cancel it.This seems fraudulent to me and based on all the other reviews, I'm wondering what kind of scam SiteLock is running to hold domains hostage like this.Nowhere on their dashboard is there an option to cancel or remove the service.Initial Complaint
02/14/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Sitelock puts the WRONG SUPPORT NUMBER ON THEIR DASHBOARD. They HIDE where to change domains settings. And NONE OF THEIR CUSTOMER SERVICE REPS CAN BE UNDERSTOOD BECAUSE NONE OF THEM SPEAK GOOD ENGLISH!!!!!!!!!!!!!!!! And when I ask for a supervisor they stop responding and hang up.Is this service really supposed to make us feel SECURE????? IT DOESN'T!!!!!!!!!!!!!!!!!!!!I needed to figure out where to change the ip address for a hosting change and I can't find it. This system is HORRIBLE that a guy with 22 years of experience can't find where to change my domain settings.Business response
02/16/2023
We take customer feedback very seriously and make it a priority to deliver exceptional customer service. We are sorry about the inconvenience you recently experienced and here at Sitelock we look to make improvements to enhance the overall customer experience. We consider this matter resolved. Thank you.
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Customer Complaints Summary
16 total complaints in the last 3 years.
5 complaints closed in the last 12 months.