Complaints

This profile includes complaints for Zoek's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zoek

  530 Technology Dr Irvine, CA 92618-1349

  
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  Zoek

  65 Enterprise Aliso Viejo, CA 92656-2705

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dec. 11, 2023, I spoke with Zoek sale rep and told him what I wanted. He assured me they could provide the service I needed-add schedule and update my existing web page to *********** classes. I paid $700 (see attached receipt) for first installment.I filled out a questionnaire and submitted it explaining what I wanted again to web design team. I met over phone on Dec. 28 with *************************, but in first 5 minutes, she told me they would not be updating my schedule and I would have to do it. They would only install the "widget," which I have already done and did not need help with. I asked to cancel immediately. She sent email to her boss,************, on 12/29/23. I have asked him repeatedly to cancel and refund since 1/5/24. On Jan. 11, **** they took an additional $700 from my **** account. Then,, 1/15/24 ************** tells me I owe them 25% ($350) for set up costs and time( which they never did), and as of 2/12/24, he stated they have fully processed my refund as of 1/25/24 and I should check with my bank. He does not answer phone calls. My bank today 2/13/24 assures me Zoek has made NO attempt to refund any of my funds.

  

  Business Response

  Date: 02/13/2024

  We appreciate the opportunity to address this complaint. 

  There was an error in the billing system that showed that the refund was processed when it hadn't been due to a block from the payment processor. Zoek was able to identify this and has manually processed the refund and contacted their payment processor to rectify the issuse so that it does not happen again. Zoek apologizes for any inconvenience this has caused the client and appreciates being made aware of this so that it could be addressed and resolved.

  Refunded - Trans-ID: **********
  Refunded - Trans-ID: **********

• Initial Complaint

  Date:02/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of GoZoek marketing for quite some time now Id say maybe about a year or two. However I started to learn that the customer service was poor and somehow all of my questionnaires were in Spanish. I dont speak Spanish. I moved onto an upgraded site with a designer who provided better customer service. The real issue is that I have been trying to cancel my account for about three weeks. I spoke with someone on the phone three weeks ago and they said my account has been canceled, great right? Well not so much. I have since been charged multiple times on my credit card in which I have had to put a block and request a charge back. I have reached out numerous times, countless times, via email and phone requesting that my account be canceled and to stop charging me. No one will respond and if they do its a we appreciate you reaching out, someone will be with you shortly over and over and over again. It actually feels like they are purposefully messing with me at this point. I had a Manager reach out to me confirming that I would like to cancel my accounts and obviously I replied yes I am confirming that I would like to cancel my account. they have since not responded and again charged my credit card. Now they are threatening to take it to collections when I have for three weeks, Ive been trying to cancel my account. There is no contract. This is what led me to the site and filing a complaint with the Better Business Bureau. GoZoek needs to do better with customer service because they are milking my credit card as long as they can with the cover-up of taking days and even weeks at a time to respond.

  

  Business Response

  Date: 02/07/2024

  We appreciate the opportunity to address the claims made in this complaint. 

  The client signed up for Hosting and ************** through Zoek and was being charged for that. When the website was completed, Zoek purchased hosting on behalf of the client and hosted the site in their account which is why the client was being charged. When the client asked to cancel services in January, they were contacted by a Zoek representative but never responded. Zoek is not able to cancel hosting services without ensuring that the client understands that Zoek will need to transfer the site into their ownership and the client will need to purchase hosting through Wix because their website will no longer be available online once hosting is canceled.

  The client has now gotten in touch with Zoek and hosting services have been canceled. 

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out in October 2023, I spoke with someone regarding a website to be built for my rental business. I specifically told them I need a site where I could take direct bookings. They built a site and it was nothing like I had asked for. I signed off on it under the impression from ***** that I could go back and make changes after it went live. I tried for weeks to get them to fix the site. I ended up having to rebuild it myself. I now don't even use the site. I could never get it to where I wanted it to be. I paid $799 for absolutely nothing! I would warn anyone who wants to use this company to look elsewhere. This has been a nightmare since October. I have emails stating they would fix my site. They never did. I was also told I would get 2 edits on the site once published they wouldn't honor that either.

  

  Business Response

  Date: 01/30/2024

  We appreciate the opportunity to address these concerns. 

  This client purchased Zoek's Express Website and was contacted when their website was ready in order to review it with a designer from Zoek's website team. During that call, the ************** clients through their website, answer any questions the client may have, and ask if there are any minor changes that the client would like. This client approved their website and it was transferred into their ownership at that time. Only after the client approved the site were any concerns about the website and/or its functionality brought to Zoek's attention. While Zoek does not work on approved websites unless a retainer is purchased, an exception was made and Zoek offered to assist with the changes. Additionally, Zoek offered a $100 refund as well as a refund of the setup fee as a courtesy for the client's frustration but the client declined. 

  At this time, the client has placed a chargeback on the purchase of the website that they own. As such, Zoek is not able to make any additional accommodations and the matter will be handled between the client's banking institution and Zoek's billing department. 

  Customer Answer

  Date: 01/30/2024

  The charge back has been declined by bank and hasn't been in progress for weeks. I only accepted approval of website because I was told by ************ could make changes afterwards. During our set up call I told him several different times I didn't know if I needed changes made as I couldn't see the full page. Your company also sent me the wrong questioneers and didn't respond to my calls. I requested a call back twice regarding issues with no answer. This site is no longer even being used as it was not set up properly. 

  

  Business Response

  Date: 02/05/2024

  The outcome of the chargeback was determined by the client's banking institution. Zoek was asked to provide information regarding the client's claims and did so. 

  Zoek is not able to provide a full refund for the website as it has been approved by the client, finalizing the website design services. 

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked Zoek to make me a website. The guy I talked to was out of the country and made fake promises to me of what he could do for me for a website. They sent me questions and I sent them back. It was promised to be completed in 4-7 days. 1 month goes by and nothing happened. They have done no work on my page and no one reached out to help me until I wanted my money back. They now said I owe the 2nd half of money but since they have done absolutely nothing for my website they should definitely not get more money and return my money. I sent 10 emails to just returned my deposit. The company is a big scam and takes peoples money and does nothing in return. They have now threaten to take me to collections for the balance owed for no work done, a bunch of bullies and scam artists. A big fat scam company taking advantage of consumers. I want a refund I do not trust this company at all.

  

  Business Response

  Date: 12/12/2023

  Thank you for giving us the opportunity to address these claims. 

  The client signed up for services on September 19 and was immediately sent a questionnaire to be filled out. The client filled out the intial questionnaire and submitted it to Zoek on September 28 and the website's initial design was completed that day - while this information generally isn't able to be shared until the launch call is schedule, Zoek is making the exception to share the site: **************************************************; The same day, a follow up questionnaire to obtain the information necessary for the eCommerce portion of the website was sent to the client, along with several reminders through October 4 but the questionnaire was never sent back in for Zoek to be able to complete the site entirely. 

  The account entered a Failed Payment status on October 20 and Zoek has been reaching out to obtain necessary information to move forward but has been unsuccessful.

  Zoek is more than happy to complete the site build and schedule the launch call if the client can submit the 2nd questionnaire (link included below) so that Zoek has the information needed to complete the site. The past due balance ($350) would need to be made in order to finalize the approval and transfer of the website. 

  **************************************************************************************************************

  Customer Answer

  Date: 12/12/2023

  They are a bunch of liars and have done no work at all. I don't trust them and I want my initial payment refunded. They have so many other complaints that state the same thing I am saying.  I'm surprised they are still in business. 

  

  Business Response

  Date: 12/13/2023

  Zoek has completed the website in accordance with the client's requests: *************************************************;

  Zoek is more than happy to finalize the website design and transfer it to the client but information is required to complete the site in accordance with the client's eCommerce needs so it is asked that the client fill out the questionnaire so that the website can be fully completed. 

  Alternatively, if the client would like to approve the site as-is and move forward with transferring the website to the client for management and any further changes, Zoek is willing to remove the client's account from Collections and forgive any past due balance. This means that the website that was originally purchased for $775 is being offered to the client (without the eCommerce feature as the website will be sent as-is) for the $425 that has already been paid. 

  The client can email their decision to ************************************ and Zoek will ensure that this is taken care of. 

• Initial Complaint

  Date:12/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired Zeok to update my website and do SEO work. Gave them instructions on what I was looking for and the work they returned for review was horrible. After attempting to resolve this with the designer and getting no where I contacted the sales rep that sold me the package. He agreed the work submitted was indeed horrible and unacceptable. I told him at that time that I regretted paying Zoek in full. Spent a considerable amount of time with him going over the details of what I was looking for and what needed to be done. At the end of our call he said he would send me a copy of his notes from the call to make sure we were on the same page. I'm very busy with my work running my business and over a month went by and he never emailed me and no work was done. I attempted to contact him and got no response. So I contacted Zoek and asked for a refund. I then call ***** and he answered. I expressed my frustration, having wasted a lot of time and the project getting nowhere. I told him I wanted a refund and he said he would have to have his supervisor contact me. From the first contact with ***** he wasn't helpful at all and told me I would forfeit my money if I cancelled. He didn't ask to see any of the previous work, emails, phone calls etc. Zoek and everyone I have dealt with has wasted my time and they have not produced any satisfactory work. They haven't done anything I have asked them to do as far as updating my website. And now they want to tell me I have to continue to put up with them to get this done or lose my money. Unbelievable!

  

  Business Response

  Date: 01/23/2024

  We appreciate the opportunity to address this complaint. 

  At this time, Zoek has found resolution and is continuing on completing the website redesign project for the client. 

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi. In August this year, I was thinking of adding a buy direct function to my site. I saw you had recommended Gozoek. After contacting them (they were very quick to respond) - I told them what I wanted and they gave me a quote. I then began filling in the required form on August 18th, providing my credit card details - but when it came to describing my needs, I stopped and decided I did not need their services after all. I contacted them immediately telling them I did not wish to begin the proposed project with them and asked them repeatedly to please not bill me. However, they billed me. They took $499 from my account on August 18th, I have been trying (unsuccessfully) to get a refund because they did not actually start or deliver the projected I was proposing. Their response (which is incredibly slow) has not been productive. They emailed me to say that they were looking into the matter, but two weeks later, they still have not resolved the issue or provided a refund. I have emailed repeatedly, and have tried calling their number, but I get a message saying their number is no longer in use. I did a search online under the term Gozoek scam - and see that a number of people have had the same issue with them. I reiterate: NO SERVICES were provided. I cancelled the project before it could start. Any help will be gratefully received. Thank you. ****

  

  Business Response

  Date: 11/17/2023

  We appreciate the opportunity to address this situation with the client. 

  Zoek sincerely apologizes for the inconvenience and is investing the matter further internally. This is not inline with Zoek's ethics or standards of communication and service and will be addressing this with anyone involved who did not follow proper procedures.

  At this time, a refund has been processed for the full amount paid for services. Please allow 5 - 7 business days for this to be reflected in your account. Refunds are typically seen sooner but it is at the discretion of your banking institution. 

  Customer Answer

  Date: 11/19/2023

  
  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

  Date:11/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested Zoek to do an evaluation on my business and website for SEO. They switched my request into a marketing campaign that was not only poorly managed, but possibly fraudulent. I was sold one product and provided another. I was continually promissed work that was not completed. There were unauthorized charges placed on my card by the company that when challenged about them, Zoek offered more services as a credit instead of reimbursing the charges. This company certainly walks a fine line between being a scam and a quasi-legitimate company.

  

  Business Response

  Date: 11/21/2023

  Zoek appreciates the opportunity to address the claims made in the client's statement. 

  Upon connecting with the client, SEO was discussed as that was the initial area of interest that the client had. In the discussion, it was discovered that the client's expectations more closely aligned with a Paid Ads campaign so those options were mentioned and discussed with the client. At that time, in accordance with the client's budget and expectations, the client decided to move forward with a Paid Ads campaign instead of SEO. Services were explained to the client and an agreement was sent outlining the purchased services which the client signed and returned to Zoek, acknowledging that Paid Ads services were purchased, not SEO. Please find the signed agreement attached. 

  The client had an onboarding call and walkthrough of services and never stated that they did not want Paid Ads at anytime. 

  Paid Ads includes a monthly report call to review services provided and any metrics from the performance of the ads. Upon attempting to review everything with the client for the month of November, results were not able to be reviewed with the client as the client was very upset and hung up on the Zoek rep. The Zoek rep was not able to get in contact with the client again to be able to review results. Please find reports of the results obtained attached. 

  Purchased services were provided to the client as promised and results were obtained. At this time, Zoek has let the client out of their agreement prematurely in order to part ways and will no longer work for this client. 

  Customer Answer

  Date: 11/21/2023

   the company used high pressure sales tactics to persuade me to sign a contract with them.  these tactics involved multiple calls, which, misrepresented the company's ability or desire to increase sales on my website.

  when the company had a signed contract from me and my initial payment, the company charged my card with an unauthorized charge. further to this, the company did not begin working on the contracted work for weeks after it was due to begin, but changed me for the work anyway.

  to be clear, the company promised a fully customized advertising plan to increase the sales in my website.  in my view, the company used Google generated ads with zero customization, or supervision, and simply skimmed their fee while performing minimal work.

  all representatives are scripted and clearly trained in order to pressure their clients to continue with the company's services, regardless of performance.

   

  

  Business Response

  Date: 11/22/2023

  The client signed up for services August 22 and the campaign was launched August 24. The kick off call with the client took place on September 4. It does take time for the team to research the best keywords to used based on the client's location and needs and part of the payment made for services is allocated to that so while there were a couple of days without ads being run, work was being completed in order to kick start the campaign. 

  Zoek does not operate with high pressure sales tactics and does not force anyone into signing up for services. All options are explained and presented to clients and while it is the account managers job to make recommendations that may work best for a client, it is, of course, ultimately up to the client to choose what services they would like to move forward with. Clients provide credit card information and agree to charges for services before any payment is ever made.

  It should also be noted that this client signed up for a 3 month agreement with the understanding that a minimum 6 month campaign is highly recommended for best results but the client only allowed Zoek to complete 2 months of paid ads,w which still generated leads. 

  Zoek is no longer working with the client at the client's requests and cannot provide a refund for services provided and results generated.

  Customer Answer

  Date: 12/01/2023

  I'm tired of this.

  Zoek operates in a dishonest and misleading manner. They did not deliver on their promises and charged me for services not rendered. 

  A Dieu
  

   

   

• Initial Complaint

  Date:10/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired this company through WIx. They took our requirements and presented our revised website. The criteria we requested was not met due to system limitations. We asked for our money back and only received half of the amount paid. Followed up, escalated for 2 months with countless of emails and phone messages without any response.

  

  Business Response

  Date: 10/11/2023

  Zoek is happy to assist this client with any billing adjustments that should be made. Unfortunately, at this time, the client has placed a chargeback on the services purchased so Zoek is no longer able to make any financial adjustments as billing is now being handled by the client's bank/credit card company. Zoek will contact the client's bank/credit card company and provide any and all necessary information to assist the client in accordance with the client's account. 

• Initial Complaint

  Date:08/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This website project and logo was not completed well. I had to end up doing my own logo which they did refund 350 of. but the website was not working and missing so much information I sent to them plus colors and design was not able to use with the package I had a wix. I have sent alot of email asking for refund and canceled everything and they still send me more things I can't use. I have to end up hurrying and redoing my website and this has been so upsetting and stressful. I need this resovle and closed out so. I feel there is a major lack of communication between departments and misunderstanding of what I needed and I don't have time to explain to them back and forth of my needs so that is what I signed off on the project to get so I could finish it. I have never had to final a complaint again any company. but when something is **** and I can use it and then will not refund me the money. I felt I have to tell others I am so behind with business it was cost me more the **** ....

  

  Business Response

  Date: 08/29/2023

  We appreciate the opportunity to address the claims made by this client. 

  This client purchased ********************** services which offer a website that is designed based on questionnaire responses from the client. Once the site is designed, they are asked to schedule their launch call where they will meet with a Launch Coordinator to review the website that has been designed for them and have the opportunity to ask any questions or let their Launch Coordinator know of any changes they may want. During the launch call for this client, a few changes were requested and the client seemed to be happy with the site after they were completed and approved it a few days later. Once the site is approved, a refund can not be provided. At this time, the client has full ownership of the website as it has been transferred to them and is in their ownership and control.

  The client did not return their questionnaire for logo design and did not receive those services. When the client reached out and asked for a refund, a refund for those services was provided. 

  At that time, the client wanted to move forward with the Site Enhance Kit (another *********************** and submitted their questionnaire response. The initial designs were completed and sent to the client. The client never responded with any edits and instead reached out to request cancelation. Technically, no refund is able to be provided for these services as they have been rendered and provided to the client. As an exception, Zoek agreed to refund the client for half of the Site Enhance Kit should they not wish to use their edit rounds. 

  Zoek has also reached out and offered free retainer services to provide any edits that they may want on their site but the client has not responded to accept. 

  Customer Answer

  Date: 08/29/2023

  Zoek is the worst company I have ever had to do work with . I dont understand what they talking about questioner . I thought a team was suppose  to call me and work together on what was needed not a bunch of fake Artificial Intelligence projects

   

  i am requesting the name and address of the state attorney office to have this company look into for fake documents and taking people money and proving kindergarten like art for a website .  I will be suing for the he amount of emotional damage this company has cause me

  
  
  

  

  Business Response

  Date: 08/30/2023

  Zoek has provided the client with the services that were purchased by the client and has provided refunds for the services that were not used. Zoek also made the exception to provide a 50% discount  for services rendered as well as offering additional editing rounds at no cost (standard cost being $199 for 2 hours of edits) as a courtesy to attempt to resolve the claims that the client has made about being unhappy with the website.

  The client viewed their website in the launch call, asked for some minor edits which were completed and shown to the client at which point the client was happy and approved their website. Zoek was not made aware of any issues that the client may have had with the site and to this day, Zoek has not been made aware of any specific issues or things that the client would like changed on their site. 

  Zoek is not able to make any further exceptions for this client as services that Zoek has payment for have all been rendered and provided to the client. 

• Initial Complaint

  Date:08/26/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been emailing me for years from different addresses now after I requested multiple times to take me off their contact list.

  

  Business Response

  Date: 08/30/2023

  We appreciate to address this situation and provide resolution. 

  While Zoek does not have any record on file that they've been asked to stop sending emails, they have ensured at this time that emails will no longer be sent and apologize for any frustration this has caused. The email address connected with this complaint is not on file at Zoek so no emails would have been sent by Zoek but they have added it to at this time to ensure emails are not sent to *************************** either.