Complaints

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

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  GoSite

  3111 Camino del Rio N Ste 1300 San Diego, CA 92108-5750

• 

  GoSite

  2815 Camino del Rio S Ste 300 San Diego, CA 92108-3817

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:04/03/2025

  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.

  GO Site is an absolute NIGHTMARE to work with. You cant get anyone on the phone when you call. They call back at the most inconvenient times. Email back a few days later. February 11th 2025 I requested to cancel both of my websites. I have a new company that actually works as they say they do building new websites. They sent me a cancellation form which was the easiest thing they have helped me with. Well, they failed to tell me I need to do 2. One for each. My understanding I had ONE account. So they canceled my one website I pay quarterly for they was $225. But failed to tell me on April 1st they would take $800 from my account for my remaining website. So I requested to cancel it and ask why it wasnt cancelled with the first one they explained I only filled out one form and I need to read their terms and conditions. Yes *********** terms but any respectable company would inform you that you need to do 2 forms. So now Im out $800 for them doing NOTHING. And they wont release my Domain name. GOSITE is an absolute disaster of a company and I pray no one else falls victim to their scams. I was green to business when I hired them. I used them for 4 years and now that I have hired a reputable company its so clear I was being scammed.

  Business Response

  Date: 04/17/2025

  Thank you for sharing your feedback. I'm sorry to hear about your frustration and experience. We understand how stressful billing issues can be and regret any confusion caused. To clarify, below is a summary of the actions taken for both accounts: one billed quarterly and one annually. Our review included the 2/11/25  call transcript and summary, customer records, and follow-up actions.
  
  QUARTERLY (LOCATION A)
  During the 2/11 call, the customer requested to cancel the quarterly-billed account. The ***resentative confirmed which location to cancel, and the customer verified this was correct, noting the annual account should remain active.
  
  At that time, the 1/26 invoice was already past due. The customer was informed that payment was needed to finalize the cancellation and services would remain active through the end of the paid period.
  
  ANNUAL (LOCATION B)
  During the same call, the customer confirmed the annually-billed account should remain active. The *** noted the customer could cancel before the April renewal if desired. No cancellation was received prior to renewal, so the subscription renewed as scheduled.
  
  After renewal, the customer requested a refund. As the account remained active per prior instructions and no cancellation was requested or submitted, the refund request was not approved. After renewal the customer notified ********************** they no longer wished to continue. The cancellation has been processed, with services available through the paid term.
  
  DOMAIN TRANSFER
  A request to transfer one domain was received. After confirming necessary details, the *** code and transfer steps were sent via email. Additional requests for the code were also addressed with further guidance. The domain now appears transferred, as it is no longer in GoSites system.
  
  We truly appreciate the opportunity to have supported your businesses. To make the most of your remaining subscription term, our Success team is available at ********************************* We wish you continued success.
  

• Initial Complaint

  Date:12/09/2024

  Type:Order 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.

  Subject: Formal Complaint Against GoSite for Breach of Contract and ************ To Whom It May Concern,I am filing this complaint against GoSite for breach of contract, failure to honor cancellation requests, and poor service. I have been a client since December 2020 and have faced consistent service failures, unresponsiveness, and obstructed cancellation ************ original contract, signed on December 3, 2020, states, All agreements are for 12 months and then auto-renew thereafter unless otherwise agreed. GoSite later amended their terms on March 8, 2021, without notifying me. The amended terms, requiring a 30-day cancellation notice, were never disclosed to me. As I notified GoSite of my intent to cancel before the renewal, my request should have been honored.Since November 2023, I have made repeated attempts to cancel and address unresolved technical issues. Despite numerous calls and voicemails, my messages were ignored, calls were dropped, or I was referred to other departments without resolution. Specific examples include:Multiple calls with no response or dropped connections.Repeated calls yielded no progress.Additionally, my website has not been updated in years. Reviews have failed to sync since 2021, and an inappropriate gallery image remains unresolved despite requests.GoSites refusal to honor my cancellation request violates the "Term and Termination" clause, which states breaches must be remedied within 30 days. Their negligence and failure to render contracted services nullify the ************ resolve this, I request:Immediate Termination of Services with written confirmation.Full Refund of charges after my cancellation request.Transfer of Ownership of my website and domain, as outlined in the agreement.GoSites actions have caused unnecessary stress and wasted time. I trust the BBB to assist in holding them accountable. Supporting documentation, including emails, and the contract, can be provided.Sincerely,***** *******

  Business Response

  Date: 12/18/2024

  Dear Mr. ********************* you for your detailed correspondence. We would like to address the points you raised regarding your account and the cancellation process.
  
  Our records show that you submitted your cancellation notice on November 19, 2024, fewer than the 30 days required before your renewal date of December 3, 2024. This policy, including the 30-day cancellation requirement, is outlined in our Terms of Service. Your account has renewed under these terms since 2021. 
  
  Regarding the service concerns you mentioned, our internal records do not show any support requests related to review syncing, gallery images, or website updates submitted through our system between October 2022 and the time of your cancellation request. We regret that these concerns were not addressed earlier and acknowledge your frustration.
  
  We have also reviewed your concerns about missed calls and unresponsiveness. Our records show that you called on November 18, 2024, and we regret that we missed those calls. However, we promptly returned your call on November 19, 2024, within one business day of the initial missed call.
  
  As of now, your account has been fully canceled, and all associated services have been discontinued. Per our Terms of Service, the website created on our platform remains proprietary to GoSite and cannot be transferred. However, as you currently own your domain, no action is required from GoSite regarding its transfer.
  
  As the request for refund has already been referred to your bank, no further transactions or refunds are appropriate. 
  
  Thank you for your understanding. We wish you success in your future endeavors.
  
  Sincerely,
  GoSite
  
  

• Initial Complaint

  Date:08/26/2024

  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.

  I Sined up again for gosite after using them back in 2020. I started using them last month. None on the invoicing or Messaging software was working and I tried to call support. I could not get through to support and left many messages that the Messaging and Invoicing was not working. I did not get a call or e-mail back. after the 2ed week of not hearing from them I called to cancel. I don't want to pay for non working software. They told me they could not cancel over the phone and they send me an e-mail with the link to and e-mail address to message to cancel. I e-mailed them with the reasons I wanted to cancel. The next month I get charged again. i call and they tell me they never got my e-mail to cancel. the lady sent me another e-mail with the link to cancel. after I got off the phone I never got her e-mail with the link to cancel. all calls after that have gone to voicemail with no return call.

  Business Response

  Date: 09/03/2024

  We appreciate the opportunity to address the concerns raised by our customer regarding their recent experience with GoSite.

  
  Upon reviewing the account in question, we can confirm that the customer restarted their subscription on July 24th. The Onboarding process to reprovision the account ("dashboard"), reconfigure the customer's unique settings, restart the appropriate services, and coordinate the launch of the website to an appropriate domain began the day of purchase.  

  
  Within two days, all tools were reconfigured and the dashboard and website were fully operational. Our onboarding specialist reached out to the customer via both phone and email to assist in getting started with the use of the tools. On July 29th, the customer expressed concerns regarding specific features, and our customer success team responded promptly, offering alternative subscription packages that might better align with their needs.

  
  On July 30th, the customer reported an issue with the messaging tool. After investigating, we found that phone carriers had prevented delivery of the messages due to the use of the word weed.  We promptly communicated this finding to the customer, along with guidance on how to avoid such issues in the future.

  
  Regarding the customer's desire to cancel, we note that on August 5th, our team provided clear instructions on how to begin the cancellation process. We have no record of the customer submitting the required information, per the provided instructions.

  
  We understand the frustration this situation may have caused and are committed to assisting the customer in resolving any outstanding issues. If the customer still wishes to proceed with the cancellation, we are ready to process it upon receiving the required information.
  

  
  

  Customer Answer

  Date: 09/03/2024

  
  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:06/29/2024

  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.

  I had a medical issue in November that prevents me from working. I started requesting my site be brought down in April and have jumped through all the hoops they threw in front of me regarding this. It is now late June and not only is the site still up, I was just charged for yet another months service. The cancellation process is difficult to navigate because there is no single point of contact, nor do they transfer my request internally, Im told I need to contact someone else. And even though *** been told the process is moving forward, nothing seems to happen. Im familiar enough with the hosting process to know how simple this should have been, so Im either being ignored or disregarded. DO NOT USE THIS COMPANY

  Business Response

  Date: 07/11/2024

  Hello *******,

  We appreciate the opportunity to respond to the concerns raised by ******* regarding their GoSite account and website service. We understand the frustration expressed and would like to provide clarity on the situation. 

  Our cancellation policy is designed to protect both our clients and our service integrity. We take steps to verify the owner's identity before cancellation to prevent unauthorized changes, maintaining security for your business operations. Unique to subscription changes, direct outreach is required from the customer to our subscriptions team. Our customer service teams will direct our customers to the appropriate resource if direct outreach is needed.

  Per your last email to GoSite, we understand you do not intend to transition and would prefer the website terminate prematurely to the end of the paid period of service. Upon receipt of this email, your request was sent for processing and has since been completed and your website is no longer active. 

  As outlined in our terms of service regarding cancellation, if an invoice is due within 30 days, we will issue and charge the next invoice as scheduled as the final payment. This process ensures there is ample time for businesses to transition safely without abrupt disruptions and services remain available through the end of the paid subscription period. Your final invoice was in June and is considered your last and final payment. With your June payment, the remaining services in your subscription will be accessible through Jul 25, 2024. We understand if you choose not to use the services during this time.

  We wish you well in your health and future business opportunities. 
  

  
  

• Initial Complaint

  Date:06/21/2024

  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 have been an unsatisfied customer of ********************** for sometime. They failed to deliver the visability they promised. We used them for several years, they were slowvarcresponding. It was my understanding we we're a month to month after the first year. On our last call regarding the lack of exposure, I told them I was going to find another company to handled our website.I did I built a new website and moved our URL from off their platform. I received an email that something was wrong our Domaine, or URL wasn't attached to their website any longer. I immediately responded letting them know we no longer needed their service , cancel my account , and you do not have authorization to charge my card moving forward. Next month I got charged by them. I called left messages no response. ****** got charged again, I called I sent in a chat. Finally ***** called me.He apologized they missed the cancelation and will refund 1 month, June' payment but has refused to refund May. I do not have a signed agreement to give a 30 day notice. By their own ommission I received no service with them starting April 16 as my URL was moved away from their platform. I want both months refunded and people to know that they do not provide the services they say, or the benefits, and they are terrible at billing

  Business Response

  Date: 06/21/2024

  Hi *****

  I want to clarify a few points regarding your recent cancellation and refund request.
  
  First, we have initiated a refund for ***** as we received your cancellation request on April 16th. GoSite Terms of Service specify a 30-day cancellation notice is required. By subscribing to our services, you agreed to these terms, which are accessible on our website and when you log in to the GoSite portal. As outlined in our Terms of Service and explained during the cancellation process, a final invoice is generated upon receiving a cancellation request. This invoice confirms the conclusion of your subscription and requires payment within 30 days. This practice ensures that all services are settled according to our agreed terms. 
  
  Second, we proactively send notifications to our customers when a website goes down to keep you informed and help manage your account effectively. You mentioned that you built a new website and redirected the *** (domain) before initiating the cancellation with us, which removed the GoSite-built website from the domain. This was a change on your end, and while we understand your decision to choose another provider, the redirecting of a website does not, in and of itself, initiate a cancellation. 
  
  Your subscription renews on the 4th of each month. We have processed/are processing your cancellation as of April 16th. To comply with the 30 day cancellation notice requirement, the final invoice date is May 4th. Your GoSite-built website, and all other services included in your subscription remained available until yesterday when the issue was escalated and resolved by initiating the refund for June.
  
  While we acknowledge that your cancellation email was initially missed because it was not sent to *************************************** we have addressed our oversight and refunded the necessary amount based on our terms of service.
  
  Thank you for your understanding. We wish you success in your future endeavors.
  
  Best regards,
  GoSite
  

  
  

  Customer Answer

  Date: 07/02/2024

  I do not want this case closed it is not resolved. I came to you for help I have not received even the refund they promised. Please do not close case or I will file again. I am a member and I do deserve some service for all the years of being a customer. If you close this case I want to know on what grounds. And make it clear they did nNIT RESOLVE my case nor give me the refund they said theyd pay. They have cheated us terribly and have a history of doing so.
  
  Sent from ***************************
  

  Business Response

  Date: 07/09/2024

  Our records indicate the refund for payment in question was promptly processed by our billing team on **** 20th and by our bank on **** 24th.

  Please note that the receiving bank may hold the transaction for several days or more before posting it to the account. If you have not yet received the refund, we recommend contacting your bank for a status update.
  

  If your bank requires any further information for tracing purposes, we can provide the transaction date and ID upon request.
  

  Thank you for your understanding.

  Customer Answer

  Date: 07/10/2024

  I received only a partial refund, They notified me that I did not have any web service and asked me to check into it. I responded and let them know I cancelled my service. and moved to another provider. They still 

  billed me knowing they were not providing any services for me..

  Then they continued to bill me another month. 

  I am requesting the 2 months refunded as they knew in advance that I had cancelled. 

  I do not have an assigned agreement that I have to give 30 day notice And they will not provide a copy of my signature that I agreed to a notice of 30 days 

  So I do not accept a partial refund,

  Case is not closed until I receive 1. a signed agreement accepting 30 day notice, 2. full refund of 2 months.

   

  Thank you for your help

   

  *****

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had my website already created, however, in June 2021, I was granted a free service from GoSite to upgrade my website. ********************** teamed up with GoSite to provide resources to small businesses to improve their online presence. They did a bit of work, I provided all the photos, however, to my disappointment, they deleted all my information and my website changed to only showing photos but not about the services I provide. Long story short, I complained they told me my time was out and needed to pay, I started to pay monthly and still did not fix the website it got worse. Now I do not have access to my website, I originally paid $1,000 to build my website and now I don't have anything. Need access to my website. www.makeurlifezy.com

• Initial Complaint

  Date:07/20/2023

  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 company sounded great in the beginning. The sales people get you signed up, make all these promises of how much business you're going to get and phone calls. Then they ghost you, customer service is non-existent. Phone calls disappear, business disappears as well from this particular website created by ghost site. Yes I call it ghost site because that's what it is. I will be filing in small claims and demanding all my money back. I also hope that you use caution and awareness before hiring this shady company.

  Business Response

  Date: 07/26/2023

  Thank you for bringing this matter to our attention. We apologize for any frustration caused by your experience with our company. Your feedback is of utmost importance to us, and we are committed to addressing the issues you've raised. As a business, we strive to offer the best possible service and products to all our valued customers.

  At GoSite, we have revamped our customer service processes to enhance efficiency and responsiveness. Our goal is to ensure that all customer inquiries are promptly addressed, providing timely and valuable assistance to each of our customers.

  Addressing the concern raised regarding your GoSite website: Your website was a portion of your Subscription which included access to GoSites Business Tools: Engagement, Invoicing, Contact Hub, Advanced Placement, Site Builder. These services were available to you throughout your subscription period. As a third-party to your GoDaddy domain hosting account, ********************** published your website on the domain you owned through such time that you retained ownership of that domain. 

  We do acknowledge that at the time your ownership of the domain expired, your website was no longer visible to the public at large. While our Terms of Service outline the need for customers to maintain any third-party services required for use of our products, we genuinely care about your experience with our company. We believe in fostering positive relationships with our customers and want to do everything possible to make your experience a pleasant one.

  In light of this, and as a gesture of goodwill, we would like to offer you a credit that you can use towards any future purchase with us. Our Customer Success team will contact you directly with details of this offer. We hope this will allow you to explore GoSites other products or services that *** better meet your needs and preferences.
  We sincerely hope you will give us another opportunity to better demonstrate the level of service we know we can provide to your business.

• Initial Complaint

  Date:01/22/2023

  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.

  01/30/2022 Amount of fees $290.00 Cancellation of merchant Services that were not completed and the account was charged when services were never activated or used.

  Business Response

  Date: 01/24/2023

  Dear BBB/*************************, (Conciliation & Engagement Department) 
  
  Greetings from GoSite!
  
  We are grateful for the continuous support from your organization. We at GoSite aim to improve ourselves daily, and opportunities like this allow us to grow as a company. 
  
  We sincerely understand how this situation impacts our client's business and we want to address this as soon as possible. We are currently in communication with the client and the merchant to address the issue.
  
   Again we thank you for your help.
  
  Best,

  GoSite Team