Web.com Group Inc.

[redacted] filed a complaint due to difficulties with changing the Registrant Name on an Account.
A member of the [redacted] left a voice message and sent an email to Ms. [redacted] on 8/12 providing our direct contact information.  To date, Ms. [redacted] has not responded...

to our communications.  We remain willing to work with Ms. [redacted] and ask that she contact us directly so we may assist with her conerns.

[redacted] filed a Complaint citing unauthorized charges to his credit card.  In the Complaint, Mr. [redacted] reported charges totaling $3.00.
We attempted to reach Mr. [redacted] by phone 7/31; however, he was not available, so a voicemail message was left for him.  A follow up email...

including contact information for a member of the [redacted] was also sent.  We are willing to work with Mr. [redacted] to address this matter and ask that he contact our office directly to proceed.

[redacted]  filed a complaint citing difficulties with billing related to his Account. The billing/credit card issues caused additional technical problems with his email.
A member of the [redacted] left a voice message for Mr. [redacted]  on 8/12...

 and sent an email.  Mr. [redacted] responded to our email on 8/15 and we worked with him to address his billing concerns.  Mr. [redacted]’s email technical concerns were resolved by 8/18.. 
Mr. [redacted]  has been provided with our direct contact information and we ask that he contact our office if he has any additional concerns related to this matter.

[redacted] filed a complaint due to difficulties with updating contact information on his Account.
A member of the [redacted] left a voice message for Mr. [redacted]  on 8/18 and sent an email.  We spoke with Mr. [redacted] on 8/19 and were able to help him update his...

Account contact information.  We ask that Mr. [redacted] contact our office directly if he has any additional questions or concerns related to this matter.

[redacted] filed a Complaint citing that he had not received a [redacted] Pin.  In his Complaint, Mr. [redacted] noted difficulties reaching Support to advise of the issue.  Mr. [redacted] canceled services as a result and requested a full refund.
We spoke with Mr. [redacted] 8/20 to...

apologize for the difficulties and address his concerns.  While Mr. [redacted] may have been unable to activate the [redacted] Places portion of his services, other services included in the package have been rendered, including the website design and hosting.  As such, Mr. [redacted] agreed to a partial refund totaling $344.85 as a Customer Service Gesture.  Refunds may take 7-10 business days to post.  A follow up email confirming the refund and including contact information for a member of the [redacted] was sent. We ask that Mr. [redacted] contact our office directly with any additional questions regarding this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that once the refund has been deposited to my account, the resolution will be satisfactory to me. 
Regards,
[redacted]

[redacted] filed a Complaint citing a service decline in the last 12 months and alleging that [redacted]s, a Web.com company, falsely reported conversions on Product Listing Ads (PLAs), which resulted in his organization investing in additional spend in excess of $700,000.  Mr. [redacted] requested a refund, noting that he would not sign a Release Agreement.
We have reviewed the experience described by Mr. [redacted].  We noted that with his account, we leveraged [redacted] expertise heavily in configuring and optimizing his services to obtain the best performance we could.  Mr. [redacted] provided direction to increase his budget based on [redacted]’s analysis.
At all times, we complied with our agreement with Mr. [redacted] but as a customer service gesture, we offered to release him from contract early with a refund of the pre-paid fees (contingent upon completion of a signed, notarized Release Agreement).   Web.com regrets that we have not yet been able to find common ground as it relates to the issues outlined in Mr. [redacted]'s Complaint.  This case remains open at an Executive Level.

[redacted] filed a Complaint due to difficulties with Ignite Online Marketing services.  In her Complaint, Ms. [redacted] cited that proper expectations regarding product performance were not set and requested a refund.
We worked with Ms. [redacted] via email and a refund totaling $299.85 was...

issued 9/1.  A follow up email confirming the refund was sent along with direct contact information for a member of the [redacted].  The experience Ms. [redacted] described is under review and we ask that she contact our office directly with any additional questions or concerns regarding this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because of the following reason:Network Feedback & Complaint for Warning Messages
played by [redacted] after Images Updation in [Home] & [Buy] Pages in
[redacted] Dear Manager / Reviewer, I took the review comments from [redacted] & [redacted]. As a matter of fact, [redacted] organizations in [redacted] charge very
highly and I cannot afford the same. So I am requesting [redacted] to please check the issue and take some actions. Regards[redacted] [redacted]http://[redacted]/[redacted]https://[redacted]/[redacted].[redacted].5...⇄ [redacted] [redacted] [redacted],[redacted] [redacted] 
Dear [redacted] :
This message is in regard to your complaint submitted on 12/8/2014 5:47:14 AM
against Web.com Group Inc..  Your complaint was assigned ID [redacted].
The business has sent the Revdex.com a message regarding this complaint, and we are
passing it on to you.  The contents of this message are below or
attached.  All responses will be copied to the company. Please respond
within 5 days from the date of this letter or the complaint will be closed as
assumed resolved.
Regards,
[redacted] [redacted]
MESSAGE FROM BUSINESS:
Dear Revdex.com,
[redacted] filed a complaint citing
[redacted] difficulties.
I have reached out to Mr. [redacted] to
advise him to contact an [redacted] expert to review his account.  As we do not
guarantee results, he would have to have his account reviewed.
Mr. [redacted] has been provided with our
direct contact information and we ask that he call us directly if he has any
additional questions or concerns related to this matter.
[redacted]
[redacted], a Web.com service
[redacted] [redacted] 
 
Regards,
[redacted]









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[redacted] filed a Complaint after observing a pending charge from Web.com on her credit card.  In her Complaint, Ms. [redacted] noted that the charge was unauthorized, cited difficulties with cancellation, and requested an investigation of the issue.
We attempted to reach Ms. [redacted] by phone to...

apologize for the difficulties and address her concerns; however, she was not available, so voicemail messages were left for her.  A follow up email including contact information for a member of the [redacted] was sent.  We are willing to work with Ms. [redacted] to review this matter fully and ask that she contact our office directly to proceed.

[redacted] filed a Complaint citing that she had been billed after cancellation in October 2013.  In her Complaint, Ms. [redacted] requested a refund totaling $1529.95.
We spoke with Ms. [redacted] to apologize for the difficulties and address her concerns.  Our review confirmed that Ms. [redacted] called...

to cancel 10/29/13.  Some of the services were cancelled at that time per her request; however, some of the services remained active and continued to bill due to a technical issue.  We are actively working to address the issue and a refund for the unwanted charges assessed since 11/1/13 is being issued.  A follow up email confirming the refund and including contact information for the [redacted] was sent.  We ask that Ms. [redacted] contact our office directly with any additional questions regarding this matter.

[redacted] filed a complaint due to difficulties with the privacy setting on his domain name stating it was preventing him from transferring his domain name.
A member of the [redacted] attempted to reach Mr. [redacted] on 8/8 via telephone and email.  Mr....

[redacted] responded via email and we advised that [redacted] works with a 3rd party vendor in order to manage .**. ** domain names.  Standards and procedures at [redacted] have become more stringent and the domain name is currently suspended with [redacted].  We are actively working with directly our vendor, [redacted] as well as the ** Registry in order to resolve the situation; however, there is no timeframe available at this time. We will keep Mr. [redacted] updated until the issue is resolved.   
Mr. [redacted] has our direct contact information and we ask that he contact us directly if he has any additional questions or concerns as we continue to work toward resolution.

[redacted] filed a Complaint when she was charged after cancellation.  In her Complaint, Ms. [redacted] noted that she cancelled services in November 2013, but was still being charged.  Ms. [redacted] requested that cancellation be completed along with a refund totaling...

$37.00.
We attempted to reach Ms. [redacted] by phone and email 9/2; however, she was not available, so a voicemail message was left for her.  A follow up email including contact information for a member of the [redacted] was sent.  We remain willing to work with Ms. [redacted] to address this matter and ask that she contact our office directly to proceed.

Complaint: [redacted]
I am rejecting this response because:
The contracts were monthly prepaid contracts to Web.com  for management services, which were prepaid 1 year in advance. Services were not rendered for the full 12 months, and work has ceased, therefore the refund is due for the remaining PREPAID monthly amounts. Web.com is holding my money hostage to sign off that they did no wrong on the neglect side, yet they did. That is a separate case filed with Revdex.com. Web.com is trying to close 2 cases under 1. Web.com did not manage the accounts, had they done so, my advertising spends would not have increased over 35% on wasted clicks for the past year. If Web.com was managing  my accounts, the cost per click would have been optimized and spends would decreased,  as outlined in the contracts.  
In regards to the claims that [redacted] Directed Web.com's decision making, please let me state, [redacted] did not pay [redacted] directly for the advertising or management, [redacted] paid Web.com and Web.com paid [redacted] for spends only, not management. If Web.com feels it has a 3rd party claim with [redacted] for being  involved in the excess spend of $700K  that is not my business.  All  my credit card charges were billed to Web.com not [redacted] inc.
Please note this email below from the [redacted] account manager in Response to Web.com claims on the false reporting and recommendations on the account. I have enclosed Web.com's email as well.
On Mon, Jul 28, 2014 at 10:41 AM, [redacted] wrote:
Hi [redacted],
 
Thank you for this background and context regarding this continued investigation. I appreciate you looping me into these emails. I attempted to reach out to [redacted], the previous [redacted] account manager who worked on the [redacted] business but unfortunately she departed [redacted] in May 2014. I am a bit concerned regarding inaccuracies in [redacted]'s note from this past Friday, July 25th. I have copied and pasted below three statements that are inaccurate. [redacted] has not worked on the business since December 2013 and in no way did she interact with the team in April 2014 regarding Average Order Value declining.
 
More concerning to me was [redacted]'s note pointing to May 2014 that stated that "[redacted] recommends increased spend - [redacted] did not support that level of budget increase." I never recommended a budget increase and frankly, did not work closely with the [redacted] team during the 6+ months that I have been on the [redacted] business.
 
•       April 2014 – You expressed concerns over your PLA (CSE) performance and that your average order size was declining  – [redacted] responded and cites increased competition and increased CPC
•       May 2014 – [redacted] recommends increased spend – [redacted] did not support that level of budget increase
•       July 2014 – [redacted], the new [redacted] Rep provides information that the account was overstating revenue reporting
 
Finally, in July 2014 [redacted] states, "[redacted], the new [redacted] rep provides information that the account was overstating revenue reporting." To clarify, I stated that [redacted] was reporting against two conversion types, one from [redacted] and the other from [redacted]. The [redacted] conversion code was imported into the account in July 2013 by a member of [redacted]s' team, [redacted]. I did not speak to nor verify that the account was overstating revenue reporting. I merely confirmed that two conversions were being reported in [redacted], which I shared with you last week as well.
 
From my observations and limited contact with the [redacted] team, I feel that [redacted] made recommendations in our best judgement and that ultimately conversion numbers were inflated due to a member of [redacted]s' team importing this from [redacted] into [redacted] and then subsequently reporting against this for another 12 months. 
 
Thanks [redacted], please let me know if you need anything else.
 
 
Best,
[redacted] 
On Wed, Jul 23, 2014 at 6:10 PM, [redacted]> wrote:
Dear [redacted],
 
We thank you for your patience as we have reviewed your case. As you know, we very much value you as a customer and take the concerns and complaints that you have very seriously.  To that end, we have concluded our review and our findings are as follows.
 
First of all, we sincerely regret any issues you may have had here. As I believe you are aware, we make every effort to provide the best possible service and support to all of our customers.  To that end, in an effort to resolve this matter amicably and without admitting any fault or liability, we are willing to provide you with a refund in this matter totaling $61,835.23. 
 
This refund covers the period from 7/19-12/31/14 as outlined below:
 



Ref #


ACCOUNT


PRODUCT


Refund Amount


Refund period




[redacted]


[redacted]


CSE


$            2,167.70


7/19-12/31/2014




[redacted]


[redacted]


CSE


$            2,167.70


7/19-12/31/2014




[redacted]


[redacted]


CSE


$            4,064.47


7/19-12/31/2014




[redacted]


[redacted]


CSE


$            4,335.53


7/19-12/31/2014




[redacted]


[redacted]


PPC


$                         -  





[redacted]


[redacted]


PPC


$                         -  





[redacted]


[redacted]


PPC


$                         -  





[redacted]


[redacted]


SEO


$          11,960.76


7/19-12/31/2014




[redacted]


[redacted]


SEO


$          11,960.76


7/19-12/31/2014




[redacted]


[redacted]


SEO


$          14,339.55


7/19-12/31/2014




 


[redacted]
[redacted]


Email Mktg


$          10,838.76


7/19-12/31/2014





 


 


$          61,835.23


 



 
Please note, this offer is contingent upon completion of a signed and notarized Release Agreement.  Please let me know within the next 5 business days if you accept this offer.
 
Additionally, we have reviewed your request regarding the additional Ad Spend, and based on the facts and circumstances surrounding that Spend we are not able to issue any kind of refund there, as the service was provided and performed as expected.  To that end, we have confirmed that the Ad Spend was consumed by active ads that produced website visitors, and we also had the account previously reviewed by [redacted]’s [redacted] Representative who did not identify any issues. Moreover, we have previously granted you a $20k website redesign at no cost as a good faith gesture on our part to address account concerns you previously had, and we are also allowing the early termination of certain existing contracts with no penalty.
 
Also, per your request the following SaaS services will continue running:
1.       Star Product Reviews
2.       Advanced Search
3.       Cactus Connect
4.       FeedPerfect
 
If you have any further questions or concerns, please do not hesitate to reach out to me directly. I can be reached Monday thru Friday from 9AM-5PM Eastern time. Please note that nothing contained in this email is intended to be construed as an admission of any kind and we reserve all rights with regards to this matter.
 
Thank you.
 
Sincerely,
 
[redacted]
[redacted]
[redacted] a Web.com Service[redacted]
[redacted]
One last note, on Wed Aug 6th, Web.com's call center which handles our overflow customer calls reportedly overstated phone calls for a 45 minute block. There were 7 calls that came in to the call center and Web.com reported 12 calls to be billed for. When we asked for a report of the call log, they could only provide a log for 7 calls, not the 12. It was determined by [redacted] at Web.com  there was a glitch. Now our company has to go back request log reports for the past few months to determine if yet again, due to Web.com false reporting practices if we have been over billed for yet another service.  
 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],
I would like to thank the Revdex.com of a [redacted] personally for mediating my complaint. [redacted] of Web.com contacted me by email and I replied to her with a message reiterating the details of my complaint with the Revdex.com. Ms. [redacted] had stated in her email that she would look further into the matter, and was true to her word. Within two days I received confirmation from Web.com that my money was to be fully refunded. I am quite certain this resolution would not have occurred without your intervention. I am hopeful that Web.com will rethink their purchase procedures and become a more honest and transparent internet presence.
When I filed my complaint, I had no hope of getting a refund. My goal was to express my frustration and outrage at a company that appears to be operating on the fringes of what might be considered ethical. More and more I see web sites that use tactics like pop up windows and rerouting with the intention of misleading customers into situations where credit card information can be used to charge a "subscription" rate. If it is a small  amount of money, and the monthly transaction description is vague enough, the company can get by with this borderline fraud for many months. I have looked back at my computer transactions from the time period involved with my complaint, and have reason to believe that during a purchase from [redacted] of a ten-dollar domain name, I was unknowingly rerouted to Web.com before I was allowed to complete the transaction. At some point during the purchase process I was signed into a monthly contract for web services. I do not understand how it happened. My guess is that [redacted] and Web.com are not separate entities, but are owned by the same umbrella company, and that I was intentionally rerouted to Web.com without my consent. I am sure Web.com could easily point out that all I had to do was read thirty pages of legalese written in fine print to thoroughly understand the nature of my commitment. In other words, in a legal setting, the company could prove they acted within the law, and that all the information regarding my purchase was available to me....if only I had clicked the tiny little X in the obscure-looking pop up window or picked up a magnifying glass.
Would the Revdex.com be willing to take the lead in an effort to bring transparency to e-commerce? To lobby for stricter rules or self-regulation for web businesses?  Simply requiring that all American-based e-commerce companies follow the same check-out procedure would, for the most part, eliminate a web commerce company's ability to act fraudulently.
These three steps could be added to any online e-commerce check-out procedure:
Step 1--require that a printable window dedicated to a final invoice page be provided to the online customer detailing/describing his or her purchase including taxes, shipping, contact numbers, company name, address, telephone, email address along with the company's cancellation, refund and return policy. In "subscription" cases, where the purchase allows the vendor to access a customer's bank account on a multiple occasions, require that the terms of the transaction be stated clearly in a condensed contract version written in layman's (not legal) language. (Require that a link to any multiple page legal contracts or "terms of agreement" that may affect the customer be provided should the customer choose to read or print out said contracts or agreements.)
Step 2--require a "Next" button on the Step 1 window that takes the consumer directly to a second and separate printable window that recaps important details of the pending purchase and makes clear that, at that point in the check-out process, the customer has a choice to either continue or discontinue the transaction by clicking YES OR NO. A YES click directs the customer to a message that the transaction is complete and their credit card will be charged for the agreed upon amount. A NO click brings up a message that the transaction has been cancelled and the customer's credit card will not be charged.
Step 3--require an email receipt be sent to the customer immediately upon purchase of the product or service that (for a third and final time) describes details of the purchase and or terms of the subscription (to include information about how the charges will appear on his or her bank statement) and offering a link to cancellation, return, or refund policies.
These simple practices are already used by most reputable e-commerce companies. A requirement that all American-based e-commerce companies comply by following a precisely-defined "check-out" policy would certainly not be a hardship, and would eliminate the use of the suspiciously confusing rerouting techniques many e-commerce companies use to further access a customer's credit card without the customer's knowledge or compliance. Companies that follow these transparency procedures could be identified in some way that customers recognize and trust. The same way the Revdex.com symbol invokes trust in brick and mortar businesses, it could have an even greater impact on the e-commerce community. Perhaps the Revdex.com logo with a direct link to the relevant Revdex.com headquarters could be used as a "badge" for e-commerce web sites that follow Revdex.com e-commerce procedures. Such a "badge" would benefit customers by assuring that the web company uses transparent purchase practices. It would also benefit the e-commerce company by attracting consumers to a web site they feel they can trust. In many communities, e-commerce businesses like YOWL and others use consumer reviews to achieve the same purpose. However, consumer reviews are easily misinterpreted and/or false and can often unfairly damage a business' or personal reputation.
Hopefully, the  e-commerce community will someday work together to create an atmosphere of honesty and transparency that will outweigh the negatives and distrust caused by blatantly fraudulent web sites. Every internet user likes to think that he or she knows the way around a computer and would never be tricked into buying a product or service they didn't want. But the truth is that no matter how computer-savvy we think we are, we are always hundreds of steps behind the most current internet technology. What angers me most about non-transparent e-commerce sites like Web.com is that there are many honest start-up companies that will not succeed because of the negative impact a few unethical companies have had on the marketplace. 
Again, thank you for your time and attention to my complaint. I have a new-found trust (and respect) for the hard work of the Revdex.com.
 
Sincerely,
[redacted]

[redacted]  filed a complaint due to difficulties with a hosting package.
A member of the [redacted] attempted to reach Ms. [redacted] on 9/4 via telephone and email, a voicemail message was left. Ms. [redacted] responded via email to advise that she would be in touch...

with our office. We will be working directly Ms. [redacted] to resolve this issue.

[redacted]l filed a complaint due to difficulties with billing for a shopping cart package and requested a refund.
A member of the [redacted] attempted to reach Mr. [redacted] via telephone and email.  Mr. [redacted] responded via email and we are currently working to resolve the...

issue.  Mr. [redacted] has been provided with direct contact information for our office in case he has any additional concerns related to this matter.

[redacted] filed a complaint due to difficulties with billing and had requested a refund.
A member of the [redacted] attempted to reach Ms. [redacted] on 7/30 and 8/1 via telephone and email, a voicemail message was left.  We did not hear back from Ms. [redacted] but...

did send another follow up email on 8/4  to confirm the requested refund was issued on 8/1.  Direct contact information has been provided and we ask that Ms. [redacted] contact us directly with additional questions or concerns related to this matter.

As previously stated, [redacted] filed a Complaint citing a service decline in the last 12 months and alleging that [redacted]s, a Web.com company (hereinafter referred to as “Web.com”), falsely reported conversions on Product Listing Ads (PLAs), which resulted in his organization investing in additional spend in excess of $700,000.  Mr. [redacted] requested a refund, noting that he would not sign a Release Agreement. We have reviewed the experience described by Mr. [redacted].  We noted that with his account, we leveraged [redacted] expertise heavily in configuring and optimizing his services to obtain the best performance we could.  Mr. [redacted] provided direction to increase his budget based on [redacted]’s analysis, which appears to have been incorrect.
At all times, we complied with our agreement with Mr. [redacted] but as a customer service gesture, we offered to release him from contract early with a refund of the pre-paid fees (contingent upon completion of a signed, notarized Release Agreement).   Web.com regrets that we have not yet been able to find common ground as it relates to the issues outlined in Mr. [redacted]'s Complaint.  Our position has not changed and this case remains open at an Executive Level, however several points should be noted. 
First of all there was absolutely no “falsification” of reports, and to allege otherwise is completely disingenuous. The reporting reflected the output of the related [redacted] accounts to which Mr. [redacted] also had access, and Mr. [redacted] made his own decisions as to how much money he wanted to spend with [redacted]. To reiterate, Mr. [redacted] is demanding $700,000 that was spent with [redacted], not Web.com, so to demand the “refund” from Web.com in this matter is unfair and unreasonable, especially since those funds were spent on [redacted] marketing services that were actually delivered and that Mr. [redacted] benefitted from. To refund any such fees simply because Mr. [redacted] has decided he did not get the desired result would unjustly enrich Mr. [redacted] and his business.
Moreover, Web.com was not responsible for managing Mr. [redacted]’s financials in any way and did not have access to his company’s books and records, and if there was a discrepancy between the [redacted] reporting and the company’s actual financial performance, Web.com would not have been in a position to identify those issues and instead relied on Mr. [redacted] himself. When Mr. [redacted] did express concerns that the numbers were not consistent, Web.com confirmed with [redacted] that they felt their reporting was accurate, whereby Mr. [redacted] relied on those representations from [redacted] to select his advertising spend that he is now trying to get back from Web.com.
Mr. [redacted] also makes the point that the contract at issue is with Web.com and not [redacted]. To that end, it should be noted that the applicable contracts with Web.com stipulate as follows:
“Client acknowledges and agrees that any kind of marketing can be unpredictable and the results can be very difficult to measure, and that [Web.com] makes no representations and/or guarantees of any kind as to the actual additional revenue to be generated through Client’s use of the Services hereunder. Client further acknowledges and agrees that all fees to be paid to [Web.com] under this Agreement are non-refundable.”
The contracts further stipulate the following:
“NO REPRESENTATION OR WARRANTY MADE UNDER THIS AGREEMENT (OR IN ANY AGREEMENT OR TERMS LINKED HEREFROM) APPLIES TO THE EFFECT OF ANY CONDITION OUTSIDE THE REASONABLE CONTROL OF [redacted]S, INCLUDING WITHOUT LIMITATION ANY (I) FAILURE IN TELECOMMUNICATIONS, (II) FAILURE BY CLIENT TO COMPLY WITH THIS AGREEMENT, OR (III) CONDITION IN, OR COMBINATION OF ANY SERVICE, SOFTWARE, HARDWARE, SYSTEM, EQUIPMENT, PROCESS, DATA OR INFORMATION USED OR PROVIDED BY ANY THIRD PARTY.”
Therefore, per the contracts it is clear that Web.com is not responsible for any performance-related issues related to the services, especially when the performance is difficult to measure or when such issues originated within a third-party system. Moreover, regardless of any error in the reporting Mr. [redacted] is not entitled to a refund of any fees paid to Web.com because, along with the other points outlined above, the fees at issue were not ultimately paid to Web.com and Mr. [redacted] also received significant value from those amounts paid. In light of the foregoing, it is apparent that Web.com has adhered to all obligations and requirements in this matter, contractual or otherwise, and any refund of Mr. [redacted]’s [redacted] advertising spend is clearly unwarranted, and as such we would kindly request that the matter be closed with the Revdex.com at this time.