Sitelock

Although SiteLock did communicate with the customer and made multiple efforts to contact, we have cancelled services and will be refunding the amount of $ We always put our customers first and are glad the matter is closed Thank you

We maintain that we did the clean properly and included data showing the core files were heavily corrupted by the malware and the damage to the site theme was due to the malware or infectionWe have active notes of communication after the clean to try to assist the client in getting the site back to normal, however, because she was never able to obtain logins from Arvixe, we were not able to help in this capacityPlease let me know if there is any additional detail I can provideUnfortunately, because we were not able to connect, the theme issue was something we could not resolve

I tried to cancel my account and it is nearly impossibleWas on hold for over minutes and the person said they did and low and behold....billed the next months

I signed on with Sitelock after I created a web page with *** I was led to believe, by their representative, that this was part of the cost of the web page...an extra fee for protection I agreed to a certain amount and was charged $a month more than expectedI received no invoices by email though the company says they send them out each month My husband handles our finances and didn't know the difference so we've been paying this extra amount for months I saw it when he questioned another charge on the credit card bill When I spoke to them they said they would refund the difference but I don't see how they would mess up so much on just me I would like them to be investigated to see how many others they are overcharging and getting by with it

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedI have received a call from Brendan M [redacted] [email protected]> - he resolved the issue and understands how it is unfair to auto bill customers without notice and without invoices Regards, [redacted] ***

Confidence is a business virtue that is rarely mentioned, but we have been getting more clients through our site because visitors feel safe visiting, placing orders and paying through itThank you for creating SiteLock, such a great product

Hi there, We are sorry for any inconvenience we may have causedWe have refunded the customer the requested $Thanks,Lauren

Our account management team was able to reach out and connect with the customer in-person to discuss and ultimately resolve the issueAgain, we strive to put the customer first and apologize for any unnecessary confusion or frustrationWe are happy to report that the matter is closed

Before utilizing SiteLock, our website was not secure and many of our customers would call in and ask if the site was completely secure before they placed their order...since we have the SiteLock Seal posted on our site, our customer confidence has increased dramaticallyAll internet businesses must have the Trust Seal when doing business over the web

SiteLock has been critical for continual operation and security for our new websiteAs a company with limited resources and no in-house IT specialists, we rely on SiteLock to keep our site and users safe from hackers

SiteLock provides professional monitoring coverage from hackers, SSL connectivity, malware free verification & PCI compliance...we are glad to have them monitor our corporate website for now years

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

This issue has been resolved as of 4/1/ The customer was sent renewal email reminders each month and should have been aware of all account activity In addition, all services that the customer paid for were performed We take our customer service very seriously and all of our customers have the ability to get information on their accounts at anytime online and/or by contacting us In an effort to make the customer happy, we have cancelled the account and refunded the charged amount per his request Please let us know if you need any additional information

Sitelock has been a great and affordable toll to achievesecurity challenges, and enabled idbasolutions.com to offer our visitors peace of mind In one and only incident in 2012, Sitelock emailed us as soon as they detected that some malicious software had infiltrated our comment pages...they quickly deleted all malicious code

Our Account Manager has contacted the client and a full refund has been issuedOur contracts are meant to provide clarification around services and terms, but in this case, because the customer changed his mind within hours of making the purchase, we made an exception and have reversed the charge Excellent customer service is always our goal, so we wanted to make things right by the customer

In the past we experienced numerous web site intrusions including viruses and hackersWe then found SiteLockOur site has not been affected ever sinceAlong with professional customer service we receive automatic weekly updates about our site, something we never received in the past...We recommend SiteLock for any business that demands a safe and secure site for their customers

Because of your quality security services I have total peace of mindYour trust seal gives my customers and visitors a sense of comfort and trust when they are purchasing and navigating through my siteWhen my website was corrupted with malware, I received prompt support while your team rectified the issuesI have recommended SiteLock to my fellow business owners, the service is great and my site is completely secure, thank you!

In regards to complaint # [redacted] , it is our every intention to resolve this matter in a way that satisfies the customerIt is also our policy to keep detailed customer records including call records, recordings, and notes on every interaction in order to ensure we deliver the highest level of servicePer our records, the customer signed a contract in May detailing the services and costs and agreed to all terms of service within the contractAlthough the customer did pay for the first three months of service, the past three months have been unpaid and the customer has been in failed billingDuring this time, the customer continued to receive servicesDespite the multiple discrepancies and inaccuracies within the customer's statement, along with the accusations, customer satisfaction remains our priorityPer the customer's request, we will cancel the contract, will waive the early termination fee so no more payments will be required, but no refund will be issued due to services already having been renderedWe consider the matter closed

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved I have received a call from Brendan M [redacted] [email protected]> - he resolved the issue and understands how it is unfair to auto bill customers without notice and without invoices Regards, [redacted] ***

In regards to case ID# [redacted] , we have cancelled the paid account per the customer’s requestWe pride ourselves on great customer service and always want our customers to be happyWe are sorry for the frustration experienced by the customerHowever, the customer complaint was in regards to a free firewall product, not the paid service we cancelled Our team reached out numerous times to provide the customer with a free upgrade to a premium firewall solution and help him resolve his SSL issues, but the customer was unresponsiveWe consider this matter resolved