Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a Webnames.ca customer for about 14 years. On January 6, 2025, at 9:32 pm, I received email notifications that I was being charged $133.44 for four domains I did not want renewed. I later learned this happened because Webnames default setting is Automatic Renewal, and their policy is to charge 30 days before expiration. I responded at 11:35 pm asking why and then spoke with ***** from Support, who explained their policy. He also said I had been emailed earlier, but it was over the holidays and I was traveling, so I missed it.I requested a manager review, but was told a manager had looked into it and refused a refund, strictly citing the 30-day policy. I believe this practice is excessive. Other domain registrars typically bill closer to the expiration date, and this is a digital service which I havent even received, it was still 29 days away from being renewed ***** compared **************** to ISPs and wireless companies but in this particular case theres no physical product or additional costs involved. Webnames justifies early billing to avoid downtime if payment fails, but it also causes financial harm to customers who dont need the service. I can understand wanting to protect customers from financial loss, but this does not apply in my situation - in fact it is hurting me. (Im not working currently).I do want to note that I also received notification for a domain I had changed to "manual renewal" and that payment was due on January 29, 2025 or the service would be cancelled - January 29 is the suspension date, there is no requirement to pay 30 days early as there is if it is "automatic renewal". I've attached it "Important. If payment is not received by 9:00 AM PT on January 29, 2025, your domain name and associated services will be suspended."Despite emailing again, I havent heard back. Im asking for the Better Business Bureaus help to secure a refund and encourage Webnames to review this policy.Thank you,***** *****

  

  Business Response

  Date: 04/02/2025

  Hi,

  A resolution was reached with the customer, please refer to the attached correspondence.

  Please let me know if you have any questions.

  Thank you,

  ***** ********

  Customer Answer

  Date: 04/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****