Sitelock

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 infection. We 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 capacity. Please let me know if there is any additional detail I can provide. Unfortunately, because we were not able to connect, the theme issue was something we could not resolve.

[redacted] Our apologies for the delayed response. We've gone ahead and refunded your credit card the $299 fee and are sorry for the inconvenience this has caused. One of our account managers, Danielle, has left you a voicemail regarding the charge back so please reach out to her with any additional...

questions/concerns.

I signed on with Sitelock after I created a web page with [redacted]. 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 $14 a month more than expected. I 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 15 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.

I have not received any refund, nor have I received any email or communication from Sitelock. They have not taken any action to remedy this, and the claim that the amount contested has been refunded is false.

This issue has been resolved as of 4/1/16.  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.

Regarding Case ID#[redacted], we immediately reached out to the customer and resolved the issue. Although the customer signed an agreement, our mission is to always put the customer first and deliver exceptional customer service and satisfaction. We are happy to confirm that the customer is fully...

satisfied with this resolution.

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

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 (985 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 properly. While we typically do not do design work, we will in certain cases to help customers. However, the client was never able to obtain valid log in information for us to diagnose/reassess the site.   We received an e-mail from [redacted] on 1/3/16 which was replied to by Brooke S. on 1/4 by e-mail & phone & again on 1/5 by phone.  We received an e-mail from [redacted] on 1/5 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 1/14 via phone (see attached recording).  [redacted] returned Tenitia's call 1/15 at which point we informed her we couldn’t log in. She 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 call. Tim 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 infection. We 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.

In regards to case ID#[redacted], we have cancelled the paid account per the customer’s request. We pride ourselves on great customer service and always want our customers to be happy. We are sorry for the frustration experienced by the customer. However, 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 unresponsive. We consider this matter resolved.

[redacted] Our apologies for the delayed response. We've gone ahead and refunded your credit card the $299 fee and are sorry for the inconvenience this has caused. One of our...

account managers, Danielle, has left you a voicemail regarding the charge back so please reach out to her with any additional questions/concerns.

[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 1[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 efforts. The merchant initially refused to provide this refund, but your efforts seem to have worked.

When my No Rules, Just WRITE! site was hacked twice in two weeks, my hosting service directed me to SiteLock. Steve (my SiteLock security consultant) and his team were wonderful to work with, immediately identifying and correcting the hack while also providing me with guidelines on how to prevent future problems.

[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.]

I have reviewed the response made by the business in reference to complaint ID 1[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,

Thank you for your efforts. The merchant initially refused to provide this refund, but your efforts seem to have worked.

Our website was invaded by malware. We were able to restore the site and then installed SiteLock. We're very satisfied with the level of security provided by SiteLock.

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

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 infection. We 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 capacity. 
Please let me know if there is any additional detail I can provide. Unfortunately, because we were not able to connect, the theme issue was something we could not resolve.

Customer satisfaction is a top priority for us.  There has been a misunderstanding of what constitutes a true subdomain based on how our products work.  Due to the confusion, we will provide the customer with a refund of $99.99 (amount paid) and ensure they are satisfied and the matter is...

handled.  Thank you.

Trust and confidence for our customers is paramount for us. SiteLock prevents the malware, spam and virus attacks. We strongly recommend SiteLock for every website.

[redacted] Our apologies for the delayed response. We've gone ahead and refunded your credit card the $299 fee and are sorry for the inconvenience this has caused. One of our...

account managers, Danielle, has left you a voicemail regarding the charge back so please reach out to her with any additional questions/concerns.

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,