Sitelock

n regards to complaint #[redacted], SiteLock strives to resolve any disputes in a way that satisfies the customer.  It is our policy to keep detailed customer records including call details, recordings, and notes on every interaction in order to ensure we deliver the highest level of service. The customer currently has an active account and continues to use our services. We regret any frustration or confusion the customer experienced. We consider the matter resolved and are happy to work with the customer moving forward.

In the past we experienced numerous web site intrusions including viruses and hackers. We then found SiteLock. Our site has not been affected ever since. Along 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.

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

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]

Thanks for servicing a great product! I have been using it for the last 5 months and your SiteLock Trust Seal has helped me to boost my conversions and sales. I always received prompt support from your support department, which is much appreciated. The Trust Seal is a must-have for every niche website!

As no services were performed and we were not able to connect with the customer immediately, we have canceled these services and refunded the customer's credit card $297.98.

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]

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

To whom it may concern,The SiteLock Account Management Team reached out to the customer, cancelled their services and gave the client a full refund. Please contact me for any additional information. Thanks,Lauren

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 it. Thank you for creating SiteLock, such a great product.

Regarding complaint [redacted], per the customer’s request, the free scanner has been removed from the account. Although we strive to always put the customer first and ensure the  highest levels of customer satisfaction, we also believe in the importance of protecting websites from malware and...

other damaging security threats. We regret any frustration or  confusion the customer experienced, but are confident the 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. 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]

[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]

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

I tried to cancel my account and it is nearly impossible. Was on hold for over 45 minutes and the person said they did and low and behold....billed the next 2 months.

Our Account Manager has contacted the client and a full refund has been issued. Our 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 regards to complaint #[redacted], it is our every intention to resolve this matter in a way that satisfies the customer. It 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 service. Per our records, the customer signed a contract in May detailing the services and costs and agreed to all terms of service within the contract. Although 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 billing. During this time, the customer continued to receive services. Despite the multiple discrepancies and inaccuracies within the customer's statement, along with the false accusations, customer satisfaction remains our priority. Per 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 rendered. We consider the matter closed.

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.

Regarding case [redacted], this issue was solved the same day the customer called. SiteLock takes pride in delivering exceptional customer service and ensuring satisfaction. After reviewing the complaint and addressing the discrepancies, the customer was refunded the amount requested...

within hours of the request. The 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 plans. Thank you problem resolved.”

In reference to complaint #[redacted]The customer was called and emailed to resolve the situation on 4/17/15. The refund has been issued at the customer’s request and he should receive it in 3-5 business days. In addition, we did perform the services the customer paid for and have proof of...

the services rendered (Ticket [redacted] cleaned on 03/29/15) and communicated this to the customer. The matter is closed and we look forward to moving forward in a positive manner.Thank you.