Sitelock

Complaint number [redacted] has been resolved. As we always strive to put our customers first, we quickly investigated the claim, addressed the discrepancies, and immediately cancelled the account. This matter has been resolved.

After two telephone conversations with supervisors in Sitelock's customer service area, I am assured that the product I purchased was accurately represented by the original sales rep and is performing exactly as promised, to my complete satisfaction Accordingly, this complaint focuses on the deceptive, predatory sales practices exhibited in the followup sales call (from a different Sitelock sales rep) that I received on the morning of Tuesday, March 20, as described in my original complaint I must reject Sitelock's response as submitted to Revdex.com because it neither acknowledges nor addresses this incident I have talked with Sitelock since receiving their response to Revdex.com, and have been assured that they have addressed my complaint internally in appropriate fashion I will be happy to accept a response to Revdex.com that acknowledges same

We are lucky with SiteLock service because we have not any problems with hackers and malwareIt is the reason why I can not give any other explanation or share experiencesIt just worksAnd we are working and living in peace

Regarding account # [redacted] , we reviewed the case and have refunded the client per their requestCustomer satisfaction is our number one priority, and we always strive to exceed customer expectationsThis matter has been resolved

[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 Regards, [redacted] Thank you for your effortsThe merchant initially refused to provide this refund, but your efforts seem to have worked

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

Regarding case [redacted] , this issue was solved the same day the customer calledSiteLock takes pride in delivering exceptional customer service and ensuring satisfactionAfter reviewing the complaint and addressing the discrepancies, the customer was refunded the amount requested within hours of the requestThe customer confirmed receipt of refund and validated satisfaction of this resolution with the following social post, “SiteLock has offered us a refund for what we were being charged extra on aft switching plansThank you problem resolved.”

No one has reached out to me about my SSl people on Thursday and one person on Friday told me there was an issue with the service I was suppose to be getting! then low and behold Friday people said there was nothing wrongThat is far from great customer servicethen this so called business to state that they reached out and said I was unresponsive; that is a lie and I have call records to prove it! I was suppose to be receiving the whole package; no one ever told me that it is free as it was part of the package they offered. if it was free then they would advertise as buy this and get x free no they say it is all included in the package that I purchased! I have not been receiving what I was suppose to be receiving!!!! then people tell me one thing and others tell me something completely different! if the company does not want to resolve this then I may have to go further with this as I refuse to play there games!

How will I know what the business response is They want more money They stole money "failure to earn" I want them to accept my cancelation with out asking for more money I will not accespt less than for them to stop all the harrassment The failure to earn was on their part I was just a sitting duck They kept charging my credit card I want at least the last two withdrawals returned to my BOA card

In reference to complaint #***The customer was called and emailed to resolve the situation on 4/17/The refund has been issued at the customer’s request and he should receive it in 3-business daysIn addition, we did perform the services the customer paid for and have
proof of the services rendered (Ticket *** cleaned on 03/29/15) and communicated this to the customerThe matter is closed and we look forward to moving forward in a positive manner.Thank you

In regards to complaint #*** , we apologize for any confusion or frustration the customer may have experiencedAt SiteLock, we always strive to deliver exceptional customer service and our number one priority is delivering the highest levels of satisfactionWe have take immediate
actions to address the issue, and are happy to report the matter is resolved

My hosting company took down my site without my permission during my busiest time, and I turned to SiteLock to help me get the site back upMy account manager called my hosting company and facilitated, very calmly...with the hosting companyWithin minutes I was back in business and I was truly impressedI truly appreciate the excellence in customer service and the simple words, "no worries...we will figure this out."

Regarding complaint ***, we were able to speak with the customer and resolve the issue. We strive to put the customer first and although there was contract in place, we found a resolution. We consider the matterclosed

Regarding Case #***, we have received the complaint and per the customer's request, have take immediate action to ensure they will no longer be contactedWe consider the matter resolved and closed

I'll reiterate my key pointsI paid Sitelock $to clean the siteSerious content corruption remainedI was told by my fellow admin (a decades-long corporate IT expert) that the corruption indicated the site was not properly cleanedI brought this to Sitelock's attentionSitelock agreed to reopen my ticket, go back in, and fix the problemAfter not hearing from Sitelock, I followed up to ask about the status of the second cleanI was told the clean had occurred days earlier, which gave us no opportunity to harden the siteTo add insult to injury, I was then told the $one-time clean option is not a good idea for anyoneThe company might as well offer a $palm reading or medical exam (and then advise against it). I don't expect to see a refundI have zero confidence in this companyI will advise others to steer clear.One more thing: Previously, I wrote that I had to abandon my site and start over with a new hosting companyBut, to my amazement and delight, the new company offered to clean the site for me, and it didThoroughly and completelyNo vestiges of the hacking remained, and my site has functioned perfectly ever since

In regards to complaint #***, the customer's request has been addressed and refund processedThe customer has also been notified of this actionWe pride ourselves our delivering exceptional customer service and strive to ensure complete customer satisfactionThis issue has been successfully resolved

Revdex.com:
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 have received the receipt and confirmation of the refund from SiteLock in the amount $Once the amount refunded by SiteLock ($556) is processed through my credit card company, I will consider this complaint resolved
Thank you so much for your time and consideration,
*** ***

Case #*** has been resolved We always put our customers first, and strive to deliver exceptional customer satisfactionAfter reviewing this issue, we have refunded the customer per the request

In regards to complaint #***, we apologize for any confusion or frustration the customer may have experiencedAt SiteLock, we always strive to deliver exceptional customer service. Although a contract with agreed upon terms had been signed, our number one priority is delivering the
highest levels of satisfactionWe have taken immediate actions to address the issue, and are happy to report the matter is resolved

On the call, the client chose the one time clean due to advise from her admin IT, as they felt they’d be able to adequately prevent this from happening again. The hack affected many of the core platform and theme files (files total - attached) The site's appearance after the clean
had been completed was due to the compromised core and theme files This could have been remedied had we been able to gain access to Arvixe on round two and had a copy of the original theme files for re-upload We never stated that we did not clean it properlyWhile we typically do not do design work, we will in certain cases to help customersHowever, the client was never able to obtain valid log in information for us to diagnose/reassess the site We received an e-mail from *** on 1/3/which was replied to by Brooke Son 1/by e-mail & phone & again on 1/by phone We received an e-mail from *** on 1/with the logins we’d requested A ticket was opened 1/4, however, credentials the client provided did not work Tenitia G reached out on 1/via phone (see attached recording) *** returned Tenitia's call 1/at which point we informed her we couldn’t log inShe was also locked out and needed to call the host Arvixe We did not hear back from the client until 1/28. Regarding being told that she “chose the wrong product”, please refer to the attached callTim explains "What {people} do is they say after ‘I get this done I'm going to have my web developer take care of security.’” Tim reiterates that we offer it as an option but advise against it. We resolve that we did the clean properly the first time as there is 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, she was never able to obtain logins from Arvixe