Business Profile
Cyber Security
SiteLockHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Cyber Security.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
We havent used their used thier software in over a year but we missed last year notification for renewal and tried to cancel but it was headache because we auto re-newed. We have recieved several emails telling us thier software wasnt running our website, so they know we are not using it. So this year, I logged into Sitelock and clicked cancel my account. Only to receive an email that due to security they had to talk to me in person and would call, after a couple of days. I tried to call them and was left on hold and had to hang up. A few days llater I received an email that they had tried to call me several times. Which is impossible, unless they called outside of 9-5 business hours as we have a receptionist. So, they were closing my request to cancel service and any payments or renewals would process as usual. I replied back to the email that is was BS as we answer the phone during business hours and NOT to renew or charge my account or I would file credit card fraud. That was Thursday evening and Monday morning I see a charge from Sitelock and an email for renewal of services. Worst part they ran it as in store purchase, so it is a longer process to dispute the charge. I have cancelled the card so they dont have a way to charge any more but I wanted to warn others that they do everything possible to take your moneyInitial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I subscribed to Sitelock last year and I was satisified with the service, but I had no intentions of renewing it. To my surprise, I was charged $249.99 on 6/14/24, which I didn't even know about until 7/7/24. I'm not unreasonable, I understand almost a month has passed since the charge was made and they've performed the service, so I do not expect a full refund, only for the time remaining. When I contacted them asking them to cancel and refund for this, I was told they will not cancel without me calling them and if I do cancel, there would be no refund. I was never even told this thing auto renews. I didn't get anything to let me know that I would be charged again. And I do not have time to sit around on the phone with them which I can only during their business hours, during which I'm at work. They have made cancelling this account as impossible as they can and won't even let me remove my credit card from their system so they can't bill me again. I hope the Better Business Bureau can help me get their attention, and get this account cancelled with refund from the date I contacted them about it. I don't think this request is unreasonable in the least.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.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
16 total complaints in the last 3 years.
4 complaints closed in the last 12 months.