Sitelock

I signed up for sitelock after being pressured into it by Hostgator as the only alternative that they would work with for my hosting. When I changed hosting platforms, Hostgator said they would be cancelling this service as well. Instead I was billed again. When I called Sitelock, they charged me for yet an ADDITIONAL month instead of cancelling then and there, and even though the site was no longer active, refused to refund me. After an hour on hold with their customer service, I was left with no resolution. I do not recommend this company.

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 dramatically. All internet businesses must have the Trust Seal when doing business over the web.

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.

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.

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 3 years.

Hi there,
 
We are sorry for any inconvenience we may have caused. We have refunded the customer the requested $240.
 
Thanks,
Lauren

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.

We are lucky with SiteLock service because we have not any problems with hackers and malware. It is the reason why I can not give any other explanation or share experiences. It just works. And we are working and living in peace.

Although SiteLock did communicate with the customer and made multiple efforts to contact, we have cancelled services and will be refunding the amount of $60.  We always...

put our customers first and are glad the matter is closed.  Thank you.

NewGrip.com has benefited from having SiteLock stand guard over our site, giving visitors and customers the confidence of knowing that any and all info they share with us is SECURE. Great service SiteLock!

[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 [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,

Sitelock has been a great and affordable toll to achieve... security 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.

When we opened our website to the public, one of the first priorities was confidence and security to our visitors...we decided to deal with SiteLock... They helped us from the beginning with great support! We suggest SiteLock to all our customers when we design a website.

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.

I'll reiterate my key points.
1. I paid Sitelock $300 to clean the site. Serious content corruption remained. I was told by my fellow admin (a decades-long corporate IT expert) that the corruption indicated the site was not properly cleaned. I brought this to Sitelock's attention. Sitelock agreed to reopen my ticket, go back in, and fix the problem.
2. After not hearing from Sitelock, I followed up to ask about the status of the second clean. I was told the clean had occurred days earlier, which gave us no opportunity to harden the site.
3. To add insult to injury, I was then told the $300 one-time clean option is not a good idea for . . . anyone. The company might as well offer a $300 palm reading or medical exam (and then advise against it). 
I don't expect to see a refund. I have zero confidence in this company. I 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 company. But, to my amazement and delight, the new company offered to clean the site for me, and it did. Thoroughly and completely. No vestiges of the hacking remained, and my site has functioned perfectly ever since.