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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that WiredTree meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that affect the rating for WiredTree include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Business ManagementMr. Zachary Cogswell, President
Internet - Web Hosting Internet Services All Other Telecommunications (NAICS: 517919)
Alternate Business NamesCogswell Enterprises Inc.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
53 W. Jackson Blvd
Chicago, IL 60604 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (866) 523-8733(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: On Dec 31, 2014 my annual contract with WiredTree renewed for $1,069.20; as of Jan 1, 2015, I sold off a large portion of my business, so I notified Wiredtree on Jan 9 2015 for instructions on how to reduce my service. This process took several weeks, and culminated on or about Feb 7, 2015 when WiredTree shut down the service for which they had charged me a year in advance. I received an email from **** **** regarding the service being shut down. On Feb 13, 2015 I spoke with and agent who reactivated a new service with Wiretree but at a level of service substantially lower in price ($49/month). It was my understanding at that time that a credit would be issued for the overpayment of the previous service and I would then start to pay for the new $49/month service on a monthly basis via a charge to my credit card. The did indeed start charging my card for $49/month for that new service on Feb 13 and each month since then. However, I never saw a credit for the old service. On April 5, I finally submitted a ticket that I was still waiting for the credit, and ****** **** replied by creating a credit for $891, stating that the credit would stay on my account until the monthly charge that I was incurring completely used up this balance. Since that would take over 18 months, and they were authorized to charge my other credit card for the monthly service of $49, I requested that they issue a credit to my credit card for the $891. Mr. **** replied that since the charge was made over 60 days prior, a credit could not be processed. I asked him to issue the credit via check, and on April 6, he said he would escalate the issue to his supervisor to see about issuing the refund via check. On April 20 I finally received a response that they would not issue a refund by check, and that billing disputes must be issued within 60 days. I believe that on Feb 7, the day they shut down my service despite the fact that it had been prepaid for a full year, they had an obligation to issue the refund then, and that would have been within 60 days of the original charge to my credit card. My April 5 inquiry as to the refund was within 60 days of Feb 7 when the credit should have been issued.
Desired Settlement: The $891 credit that they issued on Feb 7 should have been refunded to my credit card at that time. I now request $891 refund to settle this issue.
Business Response: Initial Business Response /* (1000, 5, 2015/04/23) */ Contact Name and Title: ****** ***** Billing Mgr Contact Phone: X-XXX-XXX-XXXX Contact Email: *******@wiredtree.com BBB CASE#: XXXXXXXX The client signed up for service with on December 17th, 2009. At the time of sign-up all clients must agree to our Terms of Service (https://www.wiredtree.com/legal/). These terms of service state the following in regard to refunds and disputes: Refund and Disputes All payments to WiredTree are nonrefundable. This includes one time setup fees, prepayment fees, and subsequent charges regardless of usage. Client shall not be entitled to any refunds, pro-rated or otherwise, in the event of early termination of this agreement by The Company according to the terms herein. All overcharges or billing disputes must be reported within 60 days of the time the dispute occurred. If you dispute a charge to your credit card issuer or payment provider (chargeback) that, in WiredTree's sole discretion is a valid charge under the provisions of the TOS and/or AUP, you agree to pay WiredTree an "Administrative Fee" of not less than $75 and not more than $200. These terms state that all disputes must be reporting within 60 days of the transaction date. The client requested cancellation of their original service in January 2015. The client stated the service would be changing hands to a different contact. We instructed the client on how to transfer the ownership of the service over to the other individual. The client never transferred ownership of the account though. We had instructed them to let me know once the change of ownership was complete so that a potential prorated refund for the unused months could be processed. The client did not respond to us in the cancellation ticket to confirm the change was completed. The client did not contact the Billing department about the time left on the previous cycle until April 5th which was past the 60 days stated in our Terms of Service for the time frame for a December 2014 transaction in which potential refunds and disputes must be reported. Because the time frame had passed during which a refund can be processed per our Terms of Service, the price difference for the unused months of the previous cycle was added to the client's account as an account credit which is currently be used for all payments on the client's account and will continue to be applied until it has been used up.
Read Complaint Details
Complaint: I tried their service and it did not meet my needs. As a result I requested cancellation and a refund since it was only used for 1 day. All this company did was quote their Terms of Service and refuse to issue a refund.
Desired Settlement: A refund of the purchase price.
Business Response: Initial Business Response /* (1000, 5, 2014/04/29) */ Contact Name and Title: ****** **** Billing MGR Contact Phone: X-XXX-XXX-XXXX Contact Email: *******@wiredtree.com The client had signed up for a monthly hosting service on April 22nd, 2014. The client agreed to these terms of service upon sign up (https://www.wiredtree.com/legal/tos.php) as part of our Master Service Agreement (https://www.wiredtree.com/legal/msa.php) which all clients must agree to in order to receive our services. >>Refund and Disputes >>All payments to WiredTree are nonrefundable. This includes one time setup fees, prepayment fees, and subsequent charges regardless of usage. Client shall not be entitled to any refunds, pro-rated or otherwise, in the event of early termination of this agreement by The Company according to the terms herein. All overcharges or billing disputes must be reported within 60 days of the time the dispute occurred. If you dispute a charge to your credit card issuer or payment provider (chargeback) that, in WiredTree's sole discretion is a valid charge under the provisions of the TOS and/or AUP, you agree to pay WiredTree an "Administrative Fee" of not less than $75 and not more than $200. These terms state we give no refunds for the early cancellation of a service. WiredTree provided the client with the server and support for moving his services onto his new server. We provided him with the full services that come with our offerings. At no time did we not provide him with what he had paid for with his monthly subscription. Customers can cancel at anytime but per our Terms of Services we do not provide refunds on services provided. The client opened a ticket with the Support team on the night of April 22nd. After the next 6 hours, the Support team worked on transferring over the client's sites to the newly purchased WiredTree server. The client then opened a second ticket on April 23rd after the initial migration and the Support team edited some of the settings on the client's server. The client felt the service wasn't going to fit his needs and he requested a cancellation and refund. We informed him that we do not give refunds per our Terms of Service and he stated that he would file a BBB complain and a charge back on his credit card unless we give him a refund. Initial Consumer Rebuttal /* (3000, 7, 2014/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The server was never used. I expect more customer service from a company than just quoting their TOS. Final Business Response /* (4000, 16, 2014/06/12) */ Final Consumer Response /* (4200, 11, 2014/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The server was just being setup and nothing was used for any actual production. The setup took all but 1 day of the 30 days allotted month. An exception should be made and a refund given.
Customer Reviews Summary