ComplaintsforGoSite
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Complaint Details
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Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
06/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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 COMPANYBusiness response
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
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 billingBusiness response
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,
GoSiteCustomer response
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
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 response
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
01/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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.comInitial Complaint
07/20/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
01/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
Initial Complaint
04/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
i used this company for about a week tried to communicate that my site thru them was down for 4 days and called keep getting told that they would have a person call me back never received a call back or nothing i have ask for a refund and my domain released back to me to choose someone. else so i can have my business so i can keep client coming and would like to have someone. take care of my matter so i can get this doneBusiness response
05/18/2022
We have already refunded the full amount this customer has paid us. We hope this resolves any ongoing problems.Initial Complaint
03/28/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been with GoSite for a year now, they are strictly the business for me to manage my website. For the first 2 months, they were interested in working with me, and then it started going down the drain. Within this time my website has been down for over 3 months (adding together days), I have been calling them every single day for the last 2,5 weeks, 3 different numbers plus chatting and all I always hear is "I will make sure that they will call you back" or "engineers are working on fixing your website", neither of this occurred and what's worse is that my website shows to be "Deceptive site ahead Attackers on martitectdesign.com may trick you into doing something dangerous like installing software or revealing your personal information (for example, passwords, phone numbers, or credit cards).", on the bright red background. They also have third-party businesses to pick up their phone call and this is the same for chatting. Every single month they automatically pull money from my account- so I am an honest customer- but they are a fraud. Within the last 2 weeks, I also hear every single time that "they all are away from phones". Although I own my domain 100% I am not able to shut down my own website without GoSite, because they are temporary website owners. I really need help with this issue, I am losing customers and a great reputation right now. Thank you,*****Business response
05/18/2022
We have processed the last two months of payments and canceled their account. Let us know if there is anything else we can do.Initial Complaint
03/22/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I was cold called by these guys, and agreed to letting them build a website for me based explicitly on being able to obtain a specific url which they told me was available. Only after having already being charged $99 did the sales rep tell me that the url was not available, and that his team had taken it upon themselves to procure a different url which was much less catchy and less descriptive of my business. When I contacted them to cancel they sent me an email with six or seven steps I had to perform to cancel, I am not inclined to have to jump through hoops to cancel a service which was never delivered. I have learned that they're easy to reach when you are a buyer, but hard to work with when you are a customer, now I've been charged $99 three times and haven't received anything from it.Business response
05/18/2022
We have refunded all three payments this customer has paid.Initial Complaint
03/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was told when I originally signed up with this company that the first year would be $110 per month for the product I had and would be lowered to $49 a month after that. It was to cover the set up of the account.18 months in I contacted the company and said they were over charging me.they sent me this email:From: ****** Best from GoSite <*****************************> Sent: Wednesday, September 29, 2021 5:08 PM To: ******************************* <***********************************>Subject: GoSite Account Hi ********, Great chatting with you today, per our discussion your rate will be lowered to $49/mo. Looking into your ****** My Business connection issues, it looks like you were able to set it up originally so I don't have access to your login credentials, but I did disconnect it for you. So if you are in your GoSite Dashboard, and go to your Manage My Business Settings there will be a "CONNECT" button next to **** in the *********** section, and you can simply log in with your Gmail credentials, and you will be good to go! Let me know if you run into any issues there! Also, feel free to reach out with anything else you need. ************************* Best - Customer Success Manager ************************************ I just checked and they never changed the price.Business response
06/15/2022
Dear BBB,
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. We have already communicated with our client and facilitated the refund request.
Again we thank you for your help.
Best,
****
GoSite
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Contact Information
3111 Camino del Rio N Ste 1300
San Diego, CA 92108-5750
Customer Complaints Summary
13 total complaints in the last 3 years.
5 complaints closed in the last 12 months.