Webs Inc

Review: Three weeks ago, they "froze" my website. While there was no notification to them freezing, I went on to change my business hours to discover it.I contacted them via an email, as you could not find a phone number anywhere on their site. I received an immediate notice back, stating it takes 3-5 business days for a response. I waited, an received a email, that really didn't give any detail as to why they froze the site, called it "abuse". After some research on the net, not their site, but a search engine. I found their phone number. However, they would not talk to me about the issue. I sent them another email,asking for more information, waited another 4 days for a response. Then, they gave me a little more detail on a Friday at 4:00 pm. I was not able to respond right away, with pertinant information, the following day, 24 hours later, they closed the claim. Funny how I have to wait 3-5 days for them to respond, and they give me 24 hours and if I don't respond, they close the "ticket". I have continued to call, they won't discuss the issue with me. I have submitted the info they want. I still have not be able to resolve the issue. In the meantime, my business website has been shut down for 3 weeks. I can't even switch my domain name to another web hosting site. I need help. This is effecting my business.Desired Settlement: I need my site up and running. I want someone to actually talk to me about this issue, verses their poor email responses.

Business

Response:

This is a duplicate of Complaint #

Review: Since I Signed Up For Them To Host my Site The Haven't Provide The Service The Say The Gives And On The Package Offer There Is An * On Certain Things You Supposed To Recieve But it Is No Where Saying What It Means On The Sites I Learned U Only Receive Them Things If You Pay By The Year For The Product Not By The Month And Also Since I Had The Site Hosted There It Not Fully Showing Up What I Built And I Have Asked Plenty Of Times For These Things To Be Fixed And Nothing Has Happen I Feel I Be Defrauded Out Of My Money And I Want The Thing The Promise Me And What I Paid For And I Feel I Didn't Received What I Paid For And Believe I Should Be Compensated Or This Company Be Shutdown Or Froce To Provide All Information About Their Non ServicesDesired Settlement: I Feel I should Be Compensated In Some Type Of Way And My Site Repaired To The Way I Built It

Business

Response:

To whom it may concern,On 4/3/2014 [redacted] created [redacted] with Webs. On the same day he upgraded this account to our Enhanced Monthly plan. [redacted] contacted our Live Chat team three times between 4/5/2014 and 4/13/2014 with questions about setting up his site. None of these Support inquiries mention services not rendered. There may have been confusion when a domain was desired, as a domain name is not included with our monthly plans.

We offer a free domain registration with the Enhanced and Pro 1 or 2

year plans. Unfortunately, since domains are only registered on an

annual basis we do not offer them with the monthly plans. This is called

out on all of our pricing pages, as well as on the checkout page when

the monthly plan is selected.On 4/18/2014 [redacted] registered dutchmobentertainment.com for 2 years. Between 4/22/2014 and 4/27/2014 [redacted] experienced issues logging into his account and viewing his site on mobile devices. While the login issue may have been related to a known issue that our engineers were working to resolve, the mobile issue was not reproduced by our Support team. More information was requested from [redacted] but was not provided.On 5/2/2014 [redacted] upgraded to our Pro monthly plan, but called to cancel the same day. On 5/4/2014 dutchmobentertainment.com was suspended per ICANN policy, as the Registrant Email Address had not been verified. This was verified by [redacted] on the same day as the suspension and the site was back online the same day.[redacted] contacted the Webs Support Team via phone and chat multiple times between 5/5/2014 and 5/7/2014 to file a formal complaint.We sincerely apologize for the issues [redacted] experienced. In response to this complaint we have upgraded his account to our Pro 1 Year plan free of charge. We have also disabled the Mobile functionality for his site. Due to some of the HTML coding he has added the mobilization will not be optimal.Please let us know if we can be of further assistance.Kindest Regards,Webs, Inc.

Review: I started a website with webs inc in 2011 or 2012 for my small business (dairy goat farm). At the beginning of 2013 I enlisted in the USAF and tried on multiple occasions to delete my account and stop all automatic payments/renewals. I believed that I was successful. I noticed on May 17 or 18 I was charged $39.90 for a domain renewal as well as $4.95 for autorenewal for my website. They have been taking those funds from my account for the past year that I believed my website was down and refuse to return anything but two of the $4.95 charges. I try to speak with a manager and have requested one multiple times but they will not contact me. I do not have the extra money for them to take funds from my account (why I canceled my website to begin with) and now they refuse to refund the money to me. The $39.90 charge was denied the first time that they tried to take it out (because I did not have funds available) and yet they charged it on my account again which could have over drawn me and made more charges to my account.Desired Settlement: I am requesting a refund of all $4.95 charges that have been billed to my account since January of 2013 as well as a refund to of the $39.90 charge that was recently applied.

Business

Response:

To whom it may concern.**. [redacted] created a Webs account on 5/5/2012. On 5/12/2012 a monthly premium package was purchased, then a domain registered on 5/17/2012. On 6/13/2012 [redacted] inquired about the automatic renewal process. There was no mention of a desire to cancel at that time.Unfortunately, we were unable to locate any cancellation requests or attempts prior to the automatic renewal of the domain registered on 5/17/2012. Our normal refund policy is limited to 30 days from purchase or renewal and excludes domain charges, as domains cannot be canceled once registered. In response to [redacted]'s support inquiry from 5/19/2014, the two more recent monthly charges were refunded. These charges were credited back to the [redacted] account they originated from and reflect the maximum [redacted] will allow refunded, given a 60 day limit on refunds.In response to this complaint we have refunded the $39.90 renewal charge for [redacted] back to the credit card charged and have issued a check for $74.25 to cover the 15 monthly $4.95 charges that cannot be refunded through [redacted].Please let us know if we can be of further assistance.Kindest Regards,Webs, Inc.

Review: I have paid for premium services for webs to host my website. They have taken my website down. After several weeks of trying to contact them, they have still not told me why and have kept my website "frozen due to violation of terms of service." They have advertised a refund if I am not satisfied with service, which I have requested and they refused to issue. I had to cancel payment with my bank. Meanwhile the issue of the website remains unresolved.Desired Settlement: I want webs to either tell me why my website has been taken down, and allow me an opportunity to comply with their terms of service so that my website will be posted online; or I want them to allow me access to my stored web pages so that I may close my account with them and transfer my website to another server.

Business

Response:

To whom it may concern,The site in question, [redacted], was suspended during an automated process to remove potential spam sites. Certain key terms existed to cause the site to get flagged. Upon further investigation, the site does not violate our Terms of Service. We have unfrozen the site and reached out to the customer.The recent purchase noted in the complaint, $399.00 on 8/30/2014, was not for [redacted]. This purchase was for [redacted]. We would be happy to refund this purchase, if the services are not required. The customer can respond to the purchase confirmation that was sent to [redacted], or email [email protected] to request the refund.Please let us know if we can be of further assistance.Kindest Regards,Webs, Inc

Review: When I was buying a second domain online, I accidentally bought 2 years of unwanted privacy protection. The screen was deceiving, and I thought it was allowing me to choose on the following screen if I wanted to purchase this extra service or not; however, it actually made me purchase this unwanted extra service. I immediately contacted the company about this error, but they will not refund the $25.98. I have chatted, emailed and called them. My first domain does not have this privacy protection service. The two web addresses are linked together, so it would make no sense for me to buy privacy protection for one and not the other, if I actually wanted this extra service.

After submitting my first complaint, I did receive an email that stated: Refund request? If you have requested a refund please note that it takes 7 - 10 days for the refund to be processed back to your account. We will notify you via email once we have sent the refund off to be processed.

This proves that a refund IS possible!Desired Settlement: I would like the unwanted privacy protection removed, which was purchased in error and a refund of $25.98.

Business

Response:

To whom it may concern,[redacted] purchased a secondary domain name from Webs, [redacted] on 5/3/2014. Shortly after purchase [redacted] clicked a purchase now button for a non refundable domain add on, assuming that this would provide additional information instead of finalizing a purchase. The initial request for a refund was refused on 5/5/2014, per normal refund policy. After a follow up email [redacted] sent on 5/6/2014 and exception was made and the refund request was honored, with the refund being processed on 5/7/2014.Please let us know if there is anything else we can do to assist.Kindest Regards,Webs, Inc

Review: I have had a website with WEBS for a couple of years. During all this time the website is often frozen or uneditable in the way that it is advertised. I typically throw my hands in the air and just let it go, but no more! I discovered there are other avenues other than WEBS for my own website. So, I have asked them for help to transfer my domain. They drag their feet, they won't respond to private messages, emails, or contact through my website to provide what I need to transfer MY OWN PURCHASED DOMAIN to a different company. I'm utterly fed up and feel like they will not give me the tools I need to go somewhere else. The DOMAIN I am speaking of is MINE, not theirs. It is my private property.Desired Settlement: First, I would like an accurate EPP code so I can transfer my domain. They gave me one, but it is either no good or expired. They have not responded to my requests for a new one.

Second, I WOULD like a refund as my account doesn't even expire until March of next year. I'd like a refund for not only this account, but a second account that I have with them that also doesn't expire until next year.

I also want to ensure they cannot AUTOMATICALLY draft payments from my account.

Business

Response:

Review: I paid for a website it was frozen on trying to contact the company to rectify the problem and cannot reach anyone live.Desired Settlement: I want to either be reimbursed or receive the service I paid for.

Business

Response:

The account in question was flagged during a standard review process as being high risk for credit card fraud. The full purchase price was refunded on June 3, 2013, the day the site was suspended.

**. [redacted] sent an email on 7/13/2013, which was responded to on 7/17/2013 with a request for information to verify him as the card holder. Another email was sent by **. [redacted] on 7/29/2013 and was again responded to with a request for the verification information. **. [redacted] did not reply to either of these requests. Additional emails were sent by **. [redacted] on 8/22/2013 and 8/26/2013.

We do provide telephone support, however, this is a top tier Premium service. Due to the suspicion of credit card fraud, email is the only channel supplied for resolution.

In response to this complaint we have reevaluated the situation. The suspension was been lifted on September 3, 2013. The site is back online and an email has been sent to the **. [redacted].

Review: this company webs refused to refund my money for there services. and also the services stopped working someone changed our password to the online account and now we cannot login to our business website. and they refused to offer us phone technical support. and they gave us 400 megs of space when they said that we had 10 gigs of space before.

they refused to setup our system for file transfer protocol access. they refused to allow any server files , active server pages, perl, cgi, files or anything else.

they refused to provide technical support on our comment forms also.Desired Settlement: I want all our money refunded from this company webs.com

Business

Response:

To whom it may concern,**. [redacted]' account with Webs under the username [redacted] was created on 1/4/2010. On the day the site was created a Premium Package was purchased that granted FTP access as well as 1 GB of web storage. Unfortunately, server-side scripting was not supported and is still not supported within Webs. On 1/9/2011 the Premium Package purchased expired and all upgrades should have ceased functioning, to include FTP access.On 11/5/2013 **. [redacted] purchased a lesser Premium Package that granted 400MB of web storage and should have reinstated his FTP access. There were several emails and chats between **. [redacted] and the Webs support team. Unfortunately, it seems that password confusion and syncing of passwords between methods of logging in resulted in an inability for **. [redacted] to obtain the FTP access he desired. We sincerely apologize for this confusion and for not helping to get the access situations sorted out and clarified in a timely manor.We have corrected these password issues and reached out to **. [redacted]. We have also refunded the purchase made on 11/5/2013, while leaving the upgraded services active until their expiration on 11/5/2014.Please let us know if we can be of further assistance.Kindest Regards,Webs, Inc

Review: I've purchase a "Premium" account with webs to develop a website on 5/13/14. I have been locked out of my account for 3 days and they have refused to reset my password so I can access my account. They said they have opened a ticket but with out confirming the last 4 digits of the card I used to purchase the account, they cannot verify I am the account holder. Unfortunately I have 6 possible cards I could have used, and 2 of them have different numbers since my purchase in May. My receipt for the transaction says I paid with "credit" with no other indication to what card I used. I asked them to provide me with the documentation of the agreement that states I needed to remember the card I used or forfeit my account in this situation and they have not done that either. The upgraded account I purchased also came with 24/7 support that I am unable to access since I cannot access my account!Desired Settlement: I have been working on this web site for 6 months and I would appreciate any help to gain access to the services I have paid for. I paid extra for "24/7" help and they are denying me of that also.

Business

Response:

To whom it may concern,It seems [redacted]'s troubles began with an issue logging into her account that may have been a temporary issue on our side. Unfortunately when she reached out there was confusion over which of the two login methods she was using. We have reached out to [redacted] to resolve the confusion and are working internally to avoid such confusion in the future. We have extended [redacted]'s premium services for 6 months in response to this complaint.Please let us know if we can be of further assistance.Kindest Regards,Webs, Inc.

Consumer

Response:

I believe there was more to it then "confusion" but my account is now fixed and I'm confident they will react more properly in the future. I finally was contacted by a person to take care of the situation.

[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 is satisfactory to me.

Regards,

Review: The company offers a 30 day money back guarantee. I requested a refund after 10 hours. I purchased a service that included a FREE domain. the 30 day money back guarantee does say that the refund will be the refund minus the domain fee. However, I did not pay for a domain. This was free with the purchase of the website services. When I received notice of my refund, I was told that it was less the "coupon value" of the domain name. I did not use a coupon on my purchase. The domain was FREE to me with the purchase of the web services. However, they are not refunding the full cost of the web services and trying to charge me for a domain name. If their intention is the hold a customer accountable for the domain name or the value of the domain name, this should be stated in their terms, but it's not.Desired Settlement: refund

Consumer

Response:

Advertising Issues - An advertisement misrepresenting a product

Problem: I purchased a web hosting service and the package I purchased said it comes with a free domain. I have several screen shots of the advertisement on the web page. It shows on each one that the service I purchased comes with a FREE domain. FREE means there is no fee. However, when I cancelled this service 10 hours after I purchased it (because the quality and functionality of the website is poor) the company told me they would refund me less the value of the domain. The terms and agreements do say that the domain fee and other paid services are non refundable, however if the domain was FREE with the service I purchased, there is no fee. If a customer will be held responsible for the value of the domain no matter what, the company needs to update their terms and their advertisements to say so.

Desired Outcome

Desired Settlement: Refund-Credit Card Credit

Desired Outcome: Webs should stop promoting something is Free if it is not and correct their terms and agreements. I would also expect a refund.

Consumer

Response:

Review: For the past month several of my Websites have been blocked or taken offline with "Zero" explanation. Although I managed to get two of my sites unblocked buy their customer service department "[redacted]" one other site is now completely offline and cannot be found when using the provided link by Webs.com

The site in question is: www.[redacted].webs.com

I have tried desperately to contact Customer service but the way the site is set up, I have to have a Premium account, and pay extra money just to be able to let them know about their own screw up.Desired Settlement: Get my Web page back online and leave me alone

Business

Response:

To whom it may concern,It appears that [redacted]'s site in question, http://[redacted].webs.com/ experienced an issue with password protection on the homepage. This site was not intentionally taken offline and all pages other than the homepage functioned properly. The issue has been resolved and the site's homepage is displaying again. While [redacted]'s site is a Free Site, he does have access to support via a Community Forum at http://support.webs.com/. This complaint could have been raised and would have been addressed.[redacted] has been emailed to let him know that the issue has been resolved. Please let us know if we can be of further assistance.Kindest Regards,Webs, Inc

Review: My credit card ending in [redacted] was charged for $18 on 11/27/2013 to Webs.com. I do not have an account or website with Webs.com I canceled my website with them over 2 years ago. They continue to charge my credit card every year and every year I have to go through this process of getting my $18 refunded. How can I get my $18 back and stop this FRAUD??? I tried to call them but all I get is a recording and directed to their complicated website. I went through the motion of requesting a refund with them but I do not have the confidence in their system that they will refund my $18. I have also filed a dispute with my credit card company.Desired Settlement: I wish to have my $18 refunded back to my credit card and I want them to pull my info from their data base so this does not happen year after year as it has been. I have had enough of Webs.com trying to rip me off every year!!!

Business

Response:

**. [redacted] registered [redacted] with Webs for two years on 12/11/2011. At that time Email Forwarding services were purchased for one year. Customer contacted Webs on 1/18/2012 and requested that the services not be set to automatically renew. While the domain's settings were changed as requested, the Email Forwarding was not. **. [redacted] contacted Webs on 12/4/2013 to request that the $18 charge from 11/27/2013 be refunded. This was processed on 12/6/2013. We have also refunded the $18 charge from 11/27/2012 and canceled any recurring subscription related to this account. **. [redacted] should not see any further charges from Webs.

Review: I purchased a website domain name from webs.com. I did not click a button that was preselected by webs.com. before I realized the button was selected I clicked next for the next page. As the page was loading, and I noticed the button, I clicked back and fixed the issue. Next morning I realized I had been charged $25.98. I never had a place to review this purchase and even knowing full well a mistake had been made I was unable to correct it. I called the company - no number published on there site, I had to google one. The operator told me I was out of luck as they have a no return policy on this item. I also received an email stating the same thing.Desired Settlement: I simply want them to refund me the $25.98. I will keep the website and remain a customer if they just refund the disputed purchase. I should also state this charge caused me to over draft in my account. My bank corrected that with no issue. Webs.com is owned by VistaPrint and I will avoid all of their companies from here on out if necessary.

Business

Response:

Privacy Protection, as well as domain registrations, are not refundable as the domain names cannot normally be canceled. Once registered, a domain belongs to the Registrant for the term registered. The option to add Privacy Protection is a one click add on at the time of domain registration.

As a courtesy, we have refunded **. [redacted]'s Privacy Protection charge ($25.94). The Privacy Protection service remains active, and will remain so for the 2 years the domain was registered.

Review: We started out with Webs.com as our web host. Due to lack of features and lack of/no customer support we have since changed providers. When this change was done a transfer request for the domain was done. This transfer was never done by Webs.com and no "trace" of it is found on their side. Since this time our site has been down for a week or more. We have since contacted customer support on this issue and have re-requested for a domain transfer to our new host. The "Customer Service" that you receive is very lacking. There is little to no communication on the issue and we are told that we have to wait for the "Senior Tech" to email us. [redacted], the Senior Tech, as emailed asking one question, which was answered the same day by us, and has not replied to any further inquiries made by us. We received a "blanket" email stating that if we had any more problems we needed to contact support through our account. When this was done today the only thing that the "Customer Support" representatives said was that they had no information on this issue.Desired Settlement: We would like this transfer to be done. It has been months since the original request and still nothing. It would also be nice, since this has been going on for quite some time if they refunded the money spent on their "Service." To be told one thing and then for it not to be done is very frustrating and detrimental to business.

Business

Response:

To whom it may concern,[redacted] created an account with Webs on 4/19/2013 and registered [redacted] on 4/23/2013. Unfortunately, due to limitations with our Web Store he chose to redirect his domain name to another host in February, 2014. There appears to have been some confusion over what actions were taken at that time, as the domain was merely pointed to the new host and not transferred. On 5/6/2014 [redacted] contacted Webs through our Live Chat to see why his site was not online. At this time a domain transfer was requested.As the losing registrar on the transfer, we are not able to see exactly what happened when the transfer was initiated and failed with the gaining registrar. In response to this complaint and to help get the site back online until a transfer can be completed, Webs has renewed [redacted] at our cost for one year. We have unlocked the domain and resent the EPP Key, which can be provided to the registrar of his choosing.Please let us know if we can be of further assistance.Kindest Regards,Webs, Inc.

Review: This company has placed an unautorized charge on my checking account today, 10/05/2013, for $99.95. I did not autorized this charge. There should be no active automatic billing on any of the websites I have with their company.Desired Settlement: Cancel any automatic billing of any accounts as I have not autorized any. If any exit they should have been cancelled previously because I NEVER authorize any company to automatically remove money from my account!Refund the $99.95 charges to my checking account.

Business

Response:

Review: I purchased this website to help me with blogging and design and also to get my own personal URL, rules on payment were suppose to be monthly at 3.99 a month. The first month was okay, but the second month I noticed on my bank statement a charge of $30.95 which was absolutely not authorized. I canceled the site and asked for refund, they will do nothing, I am disabled and live on a very meager income. They have false advertising and will not help in any way. Sincerely [redacted]Desired Settlement: I just want my $30.95 cents back.

Business

Response:

We were able to locate a free website created by **. [redacted] ([redacted]), but there have been no purchase attempts related to this account. There have been no support inquiries to Webs, Inc from **. [redacted]'s email address. The charge amounts do not appear to be typical Webs, Inc amounts. If we can locate the charges we will gladly refund them.

What we need to locate the charges:

Full description of the charge from the credit card statement

Last 4 digits of the credit card charged

Exact date and amount of initial charge

Given the amounts of the charges and the inability to locate the charges at first search it is possible that the customer is confusing Webs, Inc ([redacted]) confused with [redacted] (http://www.[redacted]/). While we are in no way affiliated with [redacted] with the above information we can help the customer determine this and help point them in the right direction.

Review: The address is incorrect in the form I filled out, it was the only way I could get the form complete. I do not have an address for this online business. Their customer service department is difficult to deal with. First of all finding their phone number is not even on the website. I located it in a search engine. They shut down my website (they are a host and build websites) due to the automatic renewal of my credit card being denied. No one called or emailed they just shut it down. Then all I am told it there is "abuse" on the site, but NO ONE would talk to me about it. I had to submit an email and wait 3-5 business days. Then they explained the credit card was disputed. I figured it was because I switched banks. I then after 2 days received an email in response to me asking for details asking for a statement about the accounts. I received this email late on the day Friday. Saturday by 5:02 because I did not respond right away I received another email stating they closed the request. So, basically I have to start all over to get this handled.It is ridiculous that I can't actually talk to a human being about the matter. It would have saved so much grief. I could have then given them a new credit card account an be done with this matter. They expect me to wait 3-5 business days for a reply for each email and then on the flip side, I don't respond in 24 hours and they close the request? They need a customer service number on their website and a customer service deptarment that will actually talk to you.Desired Settlement: Change their customer service.Put a number on the website for customer to call them.Their customer service department should be able to TALK to clients about "abuse" cases.

Business

Response: