Sitestar.net

Review: I had not renewed my Sitestar internet service for 2015 and on or about August , 2015 I received a notice that I was late paying for service and was being billed additional late fees and also notified that if I didn't respond I would be turned over to collection in ten days. I called and spoke to someone who stated that her name was "[redacted]". I was then sent an offer to settle for less that the total late fees. I objected and mailed a compromise offer. Saturday, October 11, I received another letter with additional charges and another threat to turn me over to collection. In view of the fact that sitestar was notified by e-mail in February 2013 that I was not receiving any internet service from them and gave them an alternate way to contact me, They did not reply. I feel that they have overcharged me for 2014 and 2015. They keep sending me a copy of a standard contract that they use now but was not the one that I signed several years ago when they had an office in Martinsville. This states that they can bill me forever whether they provide service or not. This amounts to me giving them a blank check to charge me into infinity. I am asking you to also look into the legality of this practice as it is both predatory and unethical.Desired Settlement: Immediate billing adjustment will be made and the issue considered resolved. I will receive no more threatening letters from Sitestar. I will agree to drop other complaints against the same company with Federal agencies.

Business

Response:

As was explained to her we require all cancellations be in writing. Not using the service or just not paying is not the same as cancelling the service. You wouldn't just stop paying your phone bill because you weren't using it anymore you would contact them and tell them to disconnect it. We do not monitor to see if people are using the service as that would be considered an invasion of their privacy. The only email she provided me with was an email sent to support from a Gmail account showing an error that would be expected if you were trying to send messages through our server and did not have an account or were not authenticated on our email server. No where in this message does it reference an account number or email address with us so we would have no way of know if she was even a customer. She called us 05/09/14 and made a payment over the phone for her annual dues at that time if she was experiencing problems she could have requested information on cancelling or requested to speak to technical support. I show no record that she requested to speak to support, was transferred to support or requested to cancel. We send out invoices in advance and she never contacted us when she received the invoice stating she was having problems or that she wished to cancel the service. We allow time for someone to attempt to contact past due customers as well as time for checks to arrive in the mail and do not immediately terminate accounts. Our terms of service are located on our website at [redacted] accessible to the customer at all times. We require 20 days notice in writing on all cancellations by email, letter, or fax. We have offered to settle the account for $35.90 which covers the time the account remained active and available for her use. As she refused to pay the amount offered a final notice was sent to her before her account was turned over to collections. Should she continue to refuse to pay the balance we have no choice but to turn it over to a collection agency at which time she will not only be responsible for the initial $35.90 but also all late fees and a collections fee. This matter could have been avoided had she contacted us about cancelling or even told us when she paid last year that she was having problems with her email.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not accept this resolution because Sitestar never sent me an invoice for the 2015 bill but they did send a notice of late fees after I cancelled the service. In view of the fact that they never sent an invoice I would have had no way of knowing that I owed them anything. In the past a renewal was required. If I don't pay my phone bill I get a late notice and if I don't pay they cut it off. The late fees should be dropped. Anyone who uses Sitestar should be warned that the practice of billing for no service happens and they should be very wary of doing business with this company.

Regards,

Business

Response:

We have repeatedly offered to settle this account for $35.90 which is for the 2 months of service it was active before being deactivated for non-payment and waive all late fees. Since her choice of method for receiving her invoice was by email the first 2 notices would have been sent via email and a mailed notice is only sent once the account is deactivated. Should she wish to settle this account and avoid collections she will need to notify us within 5 days.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In view of the fact that the sitestar e-mail account has not worked in several years, sitestar should have received a returned message that the invoice did not reach the intended recipient. In view of the fact that I have been paying for a service that was not provided I would think that sitestar would be willing to forgo the additional fees that represent a very small part of my overall contribution to their business for over ten years. As a former business owner I would think that it would be in my best interest to drop the additional fees rather than risk negative comments about the company on the numerous avenues that are available today. In addition the cost of turning me over to collection will far exceed the amount of money that is being disputed. I will be satisfied and willing to drop this matter if sitestar will drop the additional charges and stop sending threatening letters that state that they will turn me over to a collection agency.

Regards,

Review: [redacted], the internet service provider I used, was evidently acquired by Sitestar. My email address did not change nor was I notified of a change in terms of agreement. (Contrary to what billing staff claim.) From the inception of my service through April 30, 2015, I have paid for this service on an annual basis of $130.00 per year. Since there was no notice of a change and none of my interactions in service changed from those I had had with [redacted] for over 15 years, I thought [redacted] was dba Sitestar.

On April 20, 2015 I received a postcard sized invoice with a billing date of April 14, 2015 as notice of the annual renewal of my service. On April 22, 2015 I called Sitestar to inform them of my desire to cancel my service effective at the end of the paid billing cycle (April 30, 2015). After being on hold for an extended period of time (30+ minutes), I called back and chose prompts until I got a live person to answer. I was transferred to the billing department who then answered the phone promptly.

I explained that I wished to terminate my service effective April 30, 2015. The woman's attitude immediately changed; there was a notable change in her tone of voice. I was instructed that "to cancel service requires 20 day notice and the notice must be in writing. " I was told I could email the notification to [redacted]. She further stated she was changing my account from annual pay to "monthly pay" and I needed to pay Sitestar $17.95 for service for the month of May. This charge was due to not receiving a written notice 20 days in advance of cancellation of service.

I informed the Sitestar billing employee that I had not received the invoice 20 days in advance of the end of the service year so I didn't feel I owed $17.95 for an additional month. I would, however, be happy to send notice of cancellation via email, which I did. I received a confirmation verification via email on April 22, 2015. It stated I had an outstanding balance of $17.95.

A number of email exchanges between myself and Sitestar followed in which Sitestar claimed I had received a "welcome letter" when Sitestar acquired my account through the purchase of [redacted] Internet. No such welcome letter was received. Their email also contained a link for "Terms of Service." Following the link takes you to their terms. However, this link is not accessible from Sitestar's homepage or through account information.

To date I have received notice that my account balance is past due with a balance due of $33.95. These charges are due to the $17.95 charge billed April 22 for service in May, a processing fee of $3.00 for not paying via auto-pay, a late fee of $5.00 billed in May, another process fee of $3.00 for June, and another $5.00 late fee for June.

The invoice for annual billing is imprinted with the note: "Please allow 5 days for mailing." The invoice for my annual renewal was dated April 14, 2015. It arrived on Monday, April 20, 2015, six days after the date of the bill 10 days before the end of my paid service. One can deduct that the bill was delayed a day due to the weekend or that the bill did not drop in the mail from Virginia on the day it was printed. Either way, the billing notice (invoice) did not arrive 20 days in advance of the end of my annual service.

I was not notified in advance of Sitestar's terms of service. I did not receive a welcome letter from Sitestar. Neither was I informed nor did I agree to their terms of service. The only communication I've received from Sitestar has been an annual postcard invoice, the recent emails dated in April 2015, and an invoice dated June 17, 2015 notifying me of my account being 30 days past due.

When I was informed of the need for written cancellation, I submitted notification in writing 8 days in advance of the end of my paid service. I did not use their service after April 22nd.Desired Settlement: I respectfully request Sitestar to credit my account for the amount of the charges they have applied from April 22, 2015 forward and cease further billing.

Business

Response:

As she was informed on the phone all cancellations are required in writing 20 days prior to the billing date. Our terms of service are accessible from our website at [redacted]. There is also a link at the bottom of every page on our website to those terms of service. [redacted] Internet required 30 days notice on all cancellations so even if we were to go by their terms she would still owe for an additional month of service. I have enclosed a copy of our terms of service as well as a copy of the welcome letter that was sent to [redacted] customers that details our 20 day cancellation policy. We would be happy to settle the account for the $17.95 and waive all fees rather than turn it over to a collection agency which would result in additional collection fees. This is our final settlement offer on this account.

Consumer

Response:

I have reviewed the response made by Sitestar in reference to complaint ID [redacted], and have decided to pay $17.95 to cease further action by Sitestar. I have posted money order #[redacted] in the amount of $17.95 today, June 27, 2015 to Sitestar.

Thank you for your assistance in this matter,[redacted]

Review: I cancelled my Internet service in 2011 or 2012. At the time of cancellation I was not told of any money owed. I never received a bill. I never received any communication from them stating I owed them money. Today I received a collection notice in the mail. I called them and they told me they sent a bill in December 2012. I never received the bill or I would have paid it. I never received anything from them stating I owe, or that they were sending it to collection. How am I supposed to know I owe them if I do not get anything saying I owe them. I was a customer for over 10 years. I never had a late payment fee or missed a payment. To get a notice of collection is very upsetting. I don't want this to happen to anyone else. I want others to know what they did to me so it won't happen to them.Desired Settlement: I would like to see a final bill. I would like them to send the bill to me not a collection company. I would like any damage done to my credit to be fixed. My credit is not that great as it is, but not because of non payment!! I would also like an apology!!! I would also like them to contact the collection company and cancel their collection attempts and just send me the bill so I can pay it like I would have done 2 years ago had I received a bill!!

Business

Response:

Mrs. [redacted] cancelled her service on 12/14/12 after we had sent her a bill for the 12/1/12 service. She would have recieved that bill and would have also been sent another bill with a final adjusted amount. Her claim that she didn't know she owed cannot be true since she canceled after she was billed and service had started for December 2012. We are sending out a copy of the invoice for the final month plus the fees. If Mrs. [redacted] wants to pay us the amount owed we will contact the collection agency and have collections stopped or she can contact them directly and make the payment with them. The information has not been reported to the credit bureau and is not reported until all attempts to collect have failed.

Review: I canceled Internet service with this provider in May 2010. They insisted that I owed them for an additional billing cycle because I did not notify them in writing. I disputed the bill. I was told that I didn't any more money to them in June 2010, via the telephone. On Tuesday, August 5, 2014 I received a bill from them telling me that I'm more than 90 days past due and they're not only charging me the $19.95 for the additional billing cycle from May 2010 but they're also charging me various late fees to total $64.95. They have told me to contact them or pay them within the next 10 days or this account will be sent to a collection agency. I spoke with [redacted] on the phone and she said I owed this money even though they haven't been in correspondence with me for over four years. I was under the understanding that this had already been taken care of in light of the verbal conversation I had with the company in June 2010 and I had no billing or communication from them since June 2010 now it's August 2014 and they're threatening to send me to collections over something they settled verbally four years ago, they're willing to settle for the original $19.95 but they are so hateful I just hate to give into these people I feel like I'm being robbed. This can't be legal, can it?Desired Settlement: Not to owe them this money. It was settled 4 years ago, even though I cannot prove it. They shouldn't have the right to bill me for something out of the blue like this. It has been over four years with no communication from them at all, this is just rediculous!

Business

Response:

The statute of limitations for Missouri is 5 years. There is no record of any payment from the customer to settle the account. She was sent bills in 2010 which she responded to saying she had sent cancellation in the mail. They were unable to find anything that was mailed to us and neither was I. The only cancellation from them was on 5/18/10 in email. There is even usage on the account through 5/12/10. We are willing to settle it for the $19.95 for the one month of service used and not paid for. I have attached a copy of the session history from May 2010. We mailed out a settlement letter along with a copy of the session history to her today 8/6/14.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was told over the telephone in 2010. That I owed no further money. Since they did not contact me for four years, FOUR YEARS. I assumed this matter closed. The burden of proof should be on them. If they had corresponded with me during 2010, I would have taken care of this bill. Since they didn't do this, the conversation I had with a customer service rep from Sitestar in June of 2010 assured me that I no longer owed them any money. The person I spoke with on the phone in 2010 obviously did not document the conversation properly. If this was so important why did it take FOUR YEARS come to light. There was absolutely NO correspondence from this company from June of 2010 until I reviewed this bogus bill I'm August of 2014. I believe the burden of proof is on this company. The person I spoke with, by her own admission, did not even work for the company in 2010. I should not be accountable for this company's failure to document communication with it's customers. I pay my bills. I don't owe this company any money. I have documentation if service with another company for internet service beginning May 1,2010, I did not use their service after this time, no matter what their records show. It has already been established that their record keeping procedures are severely lacking. This is the same as someone walking up to me in the street with a gun and demanding money!

Regards,

Review: I have received internet dial-up service with this company for close to 20 yrs, when it was first [redacted] Internet & then taken over by Sitestar. I have used the same toll-free dial-up phone number without change [redacted]) for all of this time. On 6/8/14, I called Sitestar because I was having difficulty with internet access. The Sitestar service rep told me they were having trouble with that line and gave me another to use. That was [redacted]. Everything seemed fine until I received my ATT phone bill around 7/11/14 for $1020.29. My ATT monthly bills average $40. $990 of the July bill was for toll calls to [redacted]). Sitestar gave us a toll number to use for internet access, mistaking [redacted] for [redacted]. My husband spoke with ATT who said they could not help us. He spoke to Sitestar customer service supervisor named [redacted] on 7/18/14. He asked that Sitestar help us with our ATT bill since Sitestar made this mistake. She said Sitestar was not responsible for giving us a toll number. Sitestar did, however, direct us back to the former phone # [redacted]Desired Settlement: I believe Sitestar owes me $990 for their error. There will also be charges for the next ATT billing cycle from 7/10/14 to 7/18/14 for which I believe Sitestar owes me.

Business

Response:

As per our terms of service we are not responsible for long distance charges. I explained this to the customer on 07/18/14. I explained that he is responsible for making sure any number is local as we have no way of knowing exactly what the service plan they have or exactly which areas their phone company considers local. Many people have unlimited calling to anywhere others do not. I have attached a copy of our terms of service where it is listed in section 1.2 that it is the customers responsibility to make certain a phone number is local and section 12.1 that states the customer is solely responsible for any long distance charges. When we acquire accounts we send them copies of our terms of service at that time. Therefore we are not responsible for any long distance charges.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[At the time the new number ([redacted]) was assigned, the service rep did not advise that I needed to be sure the number was local. He asked me if my area code was [redacted]. If Sitestar is not responsible, why would the rep even mention the area code? The rep mistakenly gave me a number for [redacted] not one for [redacted]. This is simply a case of poor customer service.]

Regards,

Review: On Monday, Nov 17, 2014, I received a letter from Sitestar [redacted]. Stating "Our records indicate that your account with us is more that 90 days past due. According to our records the total unpaid amout due to us is 44.90. Your account has been marked to be turned over to a collection agency within the next 10 days. We request that you remit the full amt. NOW, unless you contact this office to: 1. make payment arrangements; 2.send in proof of payment; or 3. provide us a valid reason for credit to be issued...." I called and spoke to a couple of people this morning and again got nowhere.

Oct 2013 received notice from this company that cc payment was denied. Preceding the notice I had canceled the credit care for fraudulent charges occurring, etc. not involving Sitestar. Apparently it was over on my part that for years, Sitestar had been charge this cc for DSL services that I had not utilized for years, (ever since wireless had come into existence,) since we have had wireless service. I spoke to someone at the Sitestar office in Oct.2013 stating I have not used the DSL in years. They said they have no way of knowing how much service I had used on not used. Of course at that point I had requested cancelation of service since they had been paid up to that point anyway previous to my cc cancelation. No one had mention, cancellation of service had to be by written request ONLY. Which I was informed of today by [redacted] (manager/surpervisor) whom I spoke with today at Sitestar. She said that was mentioned in a "welcome letter," when they took over the company years ago. At the time the service was initiated (early 90's) DSL was the only type of service available and I had signed on. Since wireless has come into the picture we have had wireless service. I am not computer "smart" and I just wonder how many other people in this area (we live in rural **) are experiencing the same problem who are not quite so assertive. I will be mailing a check to Sitestar for the amount requested so my "credit" rating will not be affected, along with a letter explaining my grievance.Desired Settlement: I would appreciate a refund for if not the entire amount, the late fees that were added on over the past YEAR. This is ridiculous. If they truly are a service company, they are charging me for a service I did not receive or utilize.

Business

Response:

It was explained to Mrs. [redacted] on the phone on 11/19/2014 that she never canceled the service with us. We require all cancellations in writing and that policy is outlined in our terms of service available online at [redacted]. All customers that were purchased from other companies were sent welcome letters with information on how to access our terms of service. I have also reviewed the terms of service she had with [redacted] prior to the acquisition and their cancellation policy was identical to ours with cancellation being required 20 days prior to the billing cycle in writing. It is the users responsibility to notify us if they are no longer using the service as we cannot track everyone's usage when we have thousands of customers.

Review: I received a letter offering a one-time settlement payment of $27.95 on a listed account : #[redacted]. If I either pay this settlement offer within thirty days of the date of this letter (12/18/13) or contact them to make payment arrangements, my account will be fully cancelled and they will take no adverse action against me. If not, they will proceed collections actions which will affect my credit standing.The letter goes on to say that if I fail to respond or if I default on any payment arrangement pursuant to their Terms of Service they will have the right to proceed to court or collections for the full amount. The letter is not signed by a person--it just says, Very Truly Yours, Sitestar Billing, Billing DepartmentThere is a toll-free phone # listed for questions: ###-###-####. I have been unable to contact anyone at this #--in fact, it had a dis-connect message.I have no re-collection of ever having business with this company and certainly have never received any billing from them until this threatening letter and would appreciate your help in settlement on this matter. I realize the amount of the settlement is not large but if I had ever had business with this company and did, indeed, have an outstanding account why have I not received any correspondence before this one?Thank you for your help in this matter.Desired Settlement: I want the settlement action cancelled showing account closed and no future adverse actions to be taken. Plus a letter of confirmation from Sitestar for my records.

Review: This company sent me a bill and has charged me almost 2 years of late fees ($72.95) supposed on a $9.95 balance I had from 2012. I canceled account in Jan of 2013 and was never informed of any balance due. They are saying I was sent bills in the mail, which I never received. This bill wasThe billing customer service lady was disgusting and rude.I have owned my own business for 30 years and I believe customer service is the most important is[redacted] for a business. This was terrible!I told her I would pay the $9.95 if she sent me an invoice, but I decided after her attitude I would file a complaint and the company should know how bad someone they pay is treating their customers. I didn't get her name but she is in billing dept.Sincerely[redacted]Desired Settlement: An apology !

Review: I called the Internet Service Provider, Sitestar.net, who was my provider at the time, to help me with the outage of both my internet service and email. I called them multiple times, and each time a technical support person blamed the outage on my [redacted] Security System. I knew this was not correct because I have been a customer of SiteStar since appx 1998, and never once had this been a problem in the past, and I had done nothing to change my [redacted] product on this computer. I even went so far as to call my phone provider, [redacted], and worked with them to determine that the problem was NOT the [redacted] as Sitestar insisted, and even had a "conference call" between Sitestar, myself and [redacted] in which the phone support told Sitestar this cause was unlikely, but the internet support provider (Sitestar) told us, and continued to REFUSED to help with until I called [redacted]. I was outraged. By this time I did not have service for a full week, and called Sitestar immediately to inform them that I was cancelling this service based on their refusal to help me, and further told them that they had forced me to seek out a new Internet Service Provider. They have continued to charge me $20.00 for the month of March, despite my cancelling the service, insisting that I MUST give them 30 days notice. I have been a customer since 1998, and no where was I sent information via email, letter, fax or other at any time prior to this time to inform me that I must give them 30 days notice of cancellation. This company is not only the WORST service provider I have ever had, but are now criminally coercing me now into paying one more month for their poor service with harassment. They have added an additional $3.00 to the $20.00 bill at this point in their attempt to harass and coerce this money from me.

I am asking you to please announce their illegitimate practices online and to the authorities, inform them they won't receive a penny more from me since they DID NOT RENDER any service to support me in the outage, and advise them to withdraw this charge and to immediately STOP harassing me with letters and threats of taking me to collections for a charge that, THEY OWE TO ME for my inconvenience, and fo not helping me when I sustained an outage for over a week on their service.

The address they provide on their postcard notice is:

[redacted]Desired Settlement: I am asking you to please announce their illegitimate practices both online and to the authorities, inform them they won't receive a penny more from me since they DID NOT RENDER any service to support me in the outage, and advise them to withdraw this charge and to immediately STOP harassing me with letters and threats of taking me to collections for a charge that, THEY OWE TO ME for my inconvenience, and fo not helping me when I sustained an outage for over a week on their service. bo

Business

Response:

We attempted to help Ms. [redacted] with her problems. She did not wish to work with us or hear anything we had to say about what could be causing the problem. She started out by calling up and screaming at me on the phone about how her service wasn't working but there was no record she had contacted us for help in months. I transferred her to technical support and they attempted to help her. They ran a check on the line which came back fine and then proceeded to attempt to have her check her router to make sure everything was set correctly. My understanding is that the [redacted] Antivirus was blocking access to the router so that the configuration could not be checked. When told she needed to contact [redacted] to find out how to get around that she again became belligerent with the support staff demanding that they help her because she pays us $20 a month. She was informed that our support staff is not trained to know how to handle every antivirus program. She was also told during the initial conversation with me that we do require 20 days notice on cancellations not 30 days as he is claiming in her complaint. She later called back yelling at me again about the fact that support could not help her with [redacted] and using vulgar language at which time she was instructed that if she did not refrain from using that language I would hang up. She again called the person in support a vulgar name at which time I hung up on her. She later decided to switch her service knowing full well that we required 20 days notice from our previous conversation and at that time called to find out about keeping her email account. During that conversation she was told we bill email only accounts in six month increments and demanded to pay us monthly. She was repeatedly told during that conversation that we only bill in six month increments and also that cancellations had to be received 20 days prior to the billing cycle. Our terms of service are available on our website at [redacted] and all customers were sent a welcome letter when we purchased their accounts detailing our requirement of 20 days notice including information on where to access our terms of service. She called back again screaming at me and being vulgar which is not acceptable and I am not required to tolerate it so she was again hung up on. She instructed me that she would not be paying and not to send her anymore bills so her account has been sent to collections as she was told it would be on the phone. I have attached a copy of our terms of service as well as the welcome letter that was sent out.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

SiteStar's personnel are making outlandish, and false accusations. First, as stated, I have been a customer since 1998 and have nothing in writing since the beginning of any cancellation period. Second, as stated, they refused to help. Flatout refused to troubleshoot or help in the problem, declaring without ANY proof that the problem was due to [redacted]. As stated, despite a conference call that [redacted] setup between Sitestar and myself, I heard them again declare [redacted] to be the problem, which [redacted] rejected. [redacted] was astounded at their refusal to help, and advised me to seek a new ISP. You may contact [redacted] for verification of this fact.Third, as stated, they left me without any service for over one week.Fourth, in no was was vulgarity used against this personnel.Fifth, due to their providing me NO service for over one week, I feel I owe them nothing - rather they OWE ME for the complete outage on my system. In summary, I WILL NOT BE PAYING THEM ONE CENT FOR THEIR LACK OF ASSISTANCE. Furthermore, I have NOTHING IN WRITING from SiteStar over all the years of service stating any cancellation period. Due to this fact, again I WILL NOT BE PAYING THEM ONE CENT FOR SERVICES THEY DID NOT RENDER.

Regards,

Business

Response:

Our previous response stands.

Review: Sitestar recently contacted us by letter after almost 5 years claiming that we never paid a bill and that our account has been marked to be turned over to a collection agency within the next 10 days.

We received the letter from Sitestar on 3/20/14 stating that our account is more than 90 days past due. We thought the bill was all settled back on 7/1/09. Our Administrative Clerk spoke with [redacted], an employee of Sitestar last week. [redacted] mentioned that she did receive proof of cancellation in writing from our General Manager before invoices of 5/13/09 of $59.37 and 6/11/09 for $59.37. The last invoice we received was dated 7/1/09 for $64.37.

The last invoice check we paid in full as dated 2/24/09 for $59.37.

We received another letter from Sitestar on 4/1/14 with no date offering a settlement for $22.86 in full within 30 days. Reference number [redacted].Desired Settlement: Acting General Manager and Administrative Clerk spoke to Sitestar explaining the situation on two separate occasions. They are still insisting that we owe them. We would like to have our records cleared of any payments owed since we believe we completed payment back in 2009.

Business

Response:

As was already explained to Ms. [redacted] the account was canceled on 06/02/09 after the billing for June was placed on the account. Ms. [redacted] even acknowledges in her complaint that the last check to us was in February 2009 and the last invoice they have from us was sent in July 2009 which would have been a second invoice for the quarterly fee plus late fees. Upon my last conversation with her I told her we would settle for the adjusted amount of $22.86 for the one month of service. At her request we sent her a settlement letter detailing that offer. We are willing to settle the account for the $22.86 as we have repeatedly offered to do. Otherwise the account will be turned over to collections along with a copy of this complaint where she acknowledges they received a bill that was not paid.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I just want to say that [redacted], an employee of Sitestar, and her supervisor were unprofessional and unaccommodating when we were trying to resolve the problem. Our Administrative Clerk asked [redacted] twice for a copy of the cancellation email dated back in "2009" but never received it. Our Administrative Clerk reiterated the email address the second time to make sure [redacted] was sending it to the correct email but we still did not receive it. We did receive a very unprofessional standard settlement letter on 4/1/14 with no date, no name, or no signature of the person who wrote the letter threatening to take us to court. It even noted TWICE in the letter that they would cancel our account. Our account has been already cancelled!

Regards,