Web.com Group Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: 10159805
I am rejecting this response because:
Web.com's position as they keep stating, was they heavily relied on [redacted]'s recommendations to manage our account.  Our contracts are not with [redacted], they are with Web.com. Web.com falsified reports overstating [redacted] Gross Sales on conversions each month for the past 12 months. The false reports (whether intentional or not ) were caused by a duplicate tracking code installed by Web.com. The tracking code has been acknowledged by [redacted] that it was installed by a Web.com employee in July 2013.  
Web.com claims [redacted] approved increase spends based on [redacted] recommendations, in the email below you will see the Web.com employee recommending we bump up the budgets and our response was as long as we get good conversion rates. If Web.com did not falsify reports, and the reported gross sales were true, budget cuts would have been made and [redacted] would have saved an estimated 700K in excess budget spends. 







[redacted] via [redacted] 





11/6/13














to [redacted]
 







 
 
 
 
Of course! Thanks!
 
[redacted]
[redacted]
[redacted]s, a Web.com service
10 Azalea Drive |  Drums, PA 18222
Office: (888) 361-9814 x. 4915 | Fax: (570) 706-7170
 
PLEASE NOTE, I will be out off the office from 11:30am Thursday 11/7  until Monday 11/11.
 
From: [redacted].[redacted] [mailto:[redacted].[redacted]] On Behalf Of [redacted]
Sent: Wednesday, November 06, 2013 12:05 PM
To: [redacted]
Subject: Re: October EOM CSE Reports - [redacted]USA
 
 
Of course you can bump up the Budgets, But lets make sure we are maintaining good conversion rates.
Sincerely,
[redacted]
[redacted]
[redacted]
Cell [redacted]
www.[redacted]
www.[redacted]
 
On Wed, Nov 6, 2013 at 9:09 AM, [redacted]> wrote:
Hello [redacted] ,
 
Attached are your end of month CSE reports for October.
 
Overall highlights:
·         Over 576k in revenue across  4 sites
·         Highest revenue to date by over 5k for F2D
·         Overall number of orders are gaining momentum as we approach the holiday. 
 
We definitely should try to bump the budgets for the shopping days that [redacted] has outlined on their calendar, but we may want to bump them for the holiday shopping season in general.  What do you think on this? Can we bump up the budget just for the next two months? Let us know what you’re willing to do.
 
Please let me know if you have any questions on the reports!
 
Also, just wanted to share a great holiday shopping article:
[redacted]
 
Thanks,
 
[redacted]
[redacted]
[redacted]s, a Web.com service
[redacted]  [redacted]
[redacted] ** [redacted]
 
PLEASE NOTE, I will be out off the office from 11:30am Thursday 11/7  until Monday 11/11.
In addition, Web.com charged us for services for Blog Posts in June 2014 and never provided work on the account. The refund for the June Blog posts have not been refunded either although promised in this email on 7/18/2014 by [redacted]. 
Web.com cannot be trusted to handle our marketing needs and are playing games to try and get us to sign off on any wrongdoing by using our $62K prepaid spend for the remaining 2014 as bargaining tool. This is not professional courtesy as they claim. 
All contracts state they are prepaid 12 months in advance. See example of attached contract for language of prepay.  password to view is secure document is: [redacted]
 
From: [redacted]
Date: July 18, 2014 at 5:02:50 PM EDT
To: "[redacted].[redacted]" <[redacted].[redacted]>
Cc: [redacted]>
Subject: RE: [redacted] - June 2014 CSE Report
Hello [redacted],
Just a brief update to acknowledge receipt of your requests:
1.       Refund of Ad Spend
a.       This is being reviewed
2.       No Blog posts on blog.[redacted]
a.       The blog posts were indeed written, but were not uploaded to the blog. We can supply the blog posts to you or upload them to the blog, scheduling the posts at a rate of two posts per week. We acknowledge that the blog posts should have been uploaded to the blog as well as having been written, and we will absolutely provide a refund for the lack of uploading the written posts to the blog.
3.       Tracking code from [redacted] was present on [redacted].
a.       We reviewed the store confirmation pages and did not find the code. I assume you’ve had this fixed. I cannot explain why this occurred. I can only apologize for what appears to have been a mistake during installation of [redacted] Ad code.
4.       Links to your redesign PSD Files: [redacted]
 
We will be in touch again on Monday.
 
Thank you,
 
[redacted]
Regards,
[redacted]

[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 8/12 via telephone and email.  Ms. [redacted] responded via email and we were able to confirm the requested...

refund had been issued on 8/15.  Ms. [redacted] has been provided with direct contact information to our office and we ask that she contact us directly if she has any additional concerns related to this matter.

Complaint: [redacted]
I am rejecting this response because: See Below:
From: [redacted]
Date: Mon, Aug 18, 2014 at 4:25 PM
Subject: BBC Complaint # [redacted]
To: [redacted]
Dear [redacted],
 
Please see my response to [redacted] when I tried to return their phone call to me. I have tried several times to return their phone call. I even had a friend call with me on 3 way to try to resolve my issue, but with no success after spending 30 minutes on the phone with them.
 
Thank you for your assistance.
 
[redacted]
 
---------- Forwarded message ----------
From: [redacted]>
Date: Wed, Aug 6, 2014 at 4:21 PM
Subject: Re: [redacted]
To: [redacted]
Dear [redacted],
 
I am sorry that I missed your phone call today. I tried to return [redacted]'s phone call yesterday. She identified herself as a supervisor. A customer service representative named [redacted] answered the call at the number I was given. He said he couldn't transfer me to her because he did not know who she was. He also refused to transfer me to a supervisor even when I explained my situation to him. I was told that "None were available."
 
[redacted] refused to give me your corporate phone number so that I could lodge a complaint in regards to the ridiculous amount of time wasted on your representatives not knowing how to assist me in filling out a form in order to take over my deceased father's account. It has now been over 6 hours and 6 weeks that I have spent with all of your representatives, not to mention the numerous phone calls, at least 8-9. He said to leave a comment on your website.
 
He insisted on trying to help me even when I explained that I am done speaking with customer service representatives and I now needed a supervisor. After explaining my situation AGAIN to him, he said he couldn't do anything to help me and had to transfer me to the fax support team, which was over a 15 minute wait after wasting 10 minutes on the phone with him.
 
I would appreciate it if your supervisors will call me after 1pm PST. I am rarely available earlier. I am not going to call your generic phone number again just to be tied up on the phone with someone who cannot help me and who will waste my time. I need a supervisor's direct line.
 
I also do not appreciate having my time wasted by a customer service representative who refuses to immediately transfer me to a supervisor and instead transfers me to a department that takes over 15 minutes to get a hold of yet another representative, not a supervisor and who tries to stonewall me from complaining to corporate.
 
I have filed a complaint with the [redacted] as well as the [redacted] regarding this issue.
 
Sincerely,
 
[redacted]
On Wed, Aug 6, 2014 at 11:30 AM, [redacted]> wrote:
 
 
Dear [redacted],
 
Thank you for contacting [redacted] Customer Service Department. We are committed to creating the best Customer experience possible. One of the first ways we can demonstrate our commitment to this goal is to quickly and efficiently handle your recent request.
 
Please be advised that I have tried calling you at [redacted] to further assist you on the fax documents you have submitted for the domain transfer of[redacted], but I was not able to reach you.  For immediate assistance, please do not hesitate to contact Customer Support using the telephone number provided below and refer to Service Request [redacted].  You may also directly e-mail me with your alternate phone number that I can reach you at[redacted].  I apologize for any inconvenience this may have caused you.
We hope this update has been helpful. However, if you have any additional questions, please don't hesitate to contact our Customer Service Department.
 
As a [redacted] Customer, you are entitled to unlimited access, day or night, to technically skilled Customer service representatives who are dedicated to delivering any level of support you may need. To reach us, call [redacted].
 
If you are calling from outside the U.S. or Canada, please call [redacted].
 
 
Sincerely,
 
[redacted]
[redacted], a Web.com Company
http://[redacted]
US/Can: [redacted]
International: [redacted]

Mr. [redacted] filed a rejection to our response citing dissatisfaction with security and domain transfer processes.
A member of our [redacted] followed up with Mr. [redacted] via email with regard to his Revdex.com rejection response.  We have explained that existing processes and policies are designed to protect Account Holders from fraudulent attempts to obtain domain names.   The security protocol, which is in compliance with [redacted]’s Inter-Registrar Transfer Policy, is not intended to negatively impact or prevent any Customer from transferring a domain to another Registrar.  3 letter domains, as in Mr. [redacted]’s case, are deemed to be high value and thus are commonly targeted by fraudsters, so security measures are employed to protect these domains from potential hijacking.  We do constantly strive to maintain a balance between being user-friendly and ensuring the highest level of security for all of our Customers’ domain names.  With that said, Mr. [redacted]’s feedback/recommendations regarding these security measures will be considered for future updates to procedures. 
Direct contact information for a member of the [redacted] was provided to Mr. [redacted] and we ask that he contact our office directly with any additional questions or concerns regarding this matter.