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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Gene White, CEO Mr. Doug Anderson, VP Marketing Mr. Ben Beck, Affiliate Manager Mr. Louie DiCristofano, VP Engineering Mr. Ken Knapton, VP Engineering Ms. Wendy Phillips, Sales Operations Manager
Computers Hardware, Software & Services
THIS LOCATION IS NOT BBB ACCREDITED
6949 S High Tech Dr
Midvale, UT 84047 (800) 485-4008 (866) 765-7233 (801) 977-7777 Directions
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Additional Phone Numbers
- (800) 485-4008(Phone)
- (866) 765-7233(Phone)
Additional Email Addresses
- - eQuote
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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BBB Letter Grade Scale
Star Rating scale
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|12/17/2015||Problems with Product/Service | Complaint Details Unavailable|
|9/2/2015||Advertising/Sales Issues | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
Complaint: A few months after purchasing Content Watch's "Net Nanny" the product stopped working, even after spending hours of my time with their "tech support." Our number with Net Nanny is: *********************************** We paid to have Net Nanny filtering until June 11, 2005, but the filter has given us problems for months, and no longer works at all. Their tech support constantly wants us to install and uninstall the Net Nanny software over and over, which we do. They have been unable to help. The last phone call with Net Nanny the confirmed to be they have had internal server issues since last April, and recommend I use another filter (a competitor of theirs, called K9) since they were unable to fix the filter on our computer at that time. I have requested a full refund, in writing, several times, due to the filter not being able to provide the serve we paid for (simply filtering our internet). They acknowledge all the problems, and even have recommend we use another filter in the meantime, but refuse to refund our money because the filter was installed more than 30 days ago. They do not seem capable of understanding that we paid for *a full year* of service, and have not gotten even a few good months of service- not to mention the time and frustration it has cost us. If Net Nanny can not make a product that will work on a brand new Mac, that is fine, but we do not want to pay for their mistakes. We should not have to pay for a service that we did not receive.
Desired Settlement: I want a full refund, by check, within 14 days, sent to our mailing address.
I received your letter today regarding case ID #********.
I looked up the customer information and his account shows a refund was processed the same day he filed the complaint.
I show that we told him he could not have a refund, but then when he responded again we were able to get approval to refund him.
It appears that he may have filed the complaint between the denial of the refund and the approval of the refund.
Sales Operations Manager
Net Nanny/Content Watch repeatedly refused to give us a refund, until I told them I contacted the BBB. As soon as they were told the BBB was involved, they offered to process our refund immediately.
I am glad the BBB was there to help resolve this matter, so we didn't need to pay for a product that does not work.
I also hope the company is able to resolve their product's issues, because I do think their product is something that is needed.