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:16/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On 20 July 2021, I entered into a service contract with Webware.io to build and publish a website for my company, *** ***********, LLC. The first payment was made on 25 August 2021 for $399.00. In total, I paid Webware.io $1,200 between August 2021 and October 2022. Webware.io committed to building my website and publishing it within 5 weeks. However, in subsequent meetings with the Content Creator, Webware.io failed to build the website specified to my instructions. 15 months pass without Webware.io creating my website. On 12 October 2022, I emailed Webware.io that our contract was terminated due to their failure to create and publish my website as agreed in the Performance Agreement. On 20 October 2022, Webware.io withdrew another $399.00 from my account; ignoring my notice to terminate the contract and the request to no longer withdraw payments from my account.
  
  On 8 January 2023, I discovered that Webware.io published a website and ******** account of my company without my notice or approval. They have also included my personal contact information on this site without my knowledge or consent.
  
  Please see link https://******************************* for the ********** website.
  
  I am requesting Webware.io refund my $1,200 for failure to render services. I am also requesting that the website, *********************webware.io, be removed as I did not provide consent to Webware.io to publish the website or my personal information.
  
  Webware.io has not resolved the issue.

  

  Business Response

  Date: 17/01/2023

  We have conducted an internal investigation on the Complaint Case: ********, Consumer: ******** ****** and found that ******** ******, business name *** ********* ****** signed up for a 12-month contract on July 21st, 2021. The website was to be completed within 45 days from the sign-off date -- provided all content and other files requested by Webware were delivered on time. Unfortunately, we did not receive all the content until September 20th, 2022. Despite this late delivery of content, our team still expedited their processes to ensure that the site would be ready in time. After receiving all content from the client, our team sent out a one-pager within just six days and created a mockup of the website by September 28th, 2022. This demonstrates that our team could complete their tasks efficiently, even with delays from the client's end.
  
  Unfortunately, due to these delays caused by the customer, we cannot process any refund for her. She had already used three months' worth of credits, so any further extension of service would have been done without charge; however, due to her being six payments past due, she has now had her account directly closed down without any scope for refund or credit extensions being considered. We understand that this may be disappointing for ******** ****** and regret having to take this course of action, but it must remain in place as it is in line with our terms and conditions set out at the start of her agreement with us.
  
  We would like to further emphasize that  https:/********************************* is not a live website but rather a one-page preview that was sent to the client for review and approval. However, we have now unpublished the URL https:/********************************* as requested by the customer.

• Initial Complaint

  Date:20/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Webware contact me. I was shown the website for similar businesses and discussed how Webware can help me reach my goals with regard to online presence, SEO etc.
  
  I paid $3000 to redesign my website. The new website went live in August with the content and pictures I provided to Webware. The images were clearer, but the new website has the same pages as the old website. I was never contacted about adding the new pages or sub-pages that I was told would help my online presence. When I spoke to the account manager about this, I was initially told that they will build out the other pages, and they were very polite and seemed willing to honour their obligations in the contract. I later realized that this was only to get a good review soon after the website went live.
  
  When I enquired again about the other pages, I was informed that I have to provide the content and plan for the layout, and they will add it to the website. So basically all I got was the same website with clearer images.
  
  $789 is the monthly fee for the following services which to date is subpar: a monthly blog, a bi-monthly newsletter to subscribers, SEO, five hours of support per month, and weekly posts to social media accounts.
  
  What I get per month: A short three-paragraph 'blog' with the exact content I have on my website and my answers to a few questions they sent to me. The blogs are not posted every month so I had to follow up with them.
  
  The newsletter is one of the blogs. I contacted them about this, I was told that they do not write any content. So why am I paying if I have to write my own newsletter?
  
  Social media: the contract specifically includes both my ******** and ********* pages. Webware is posting to ******** only. When I contacted them about this, I was told that they do not post on *********.
  
  The 'curated' articles that are posted to my ******** account are links to articles written by third parties, from competitors or outdated. The interaction on my ******** page and growth has declined. They forget to post on ********. I even had to ask them to include an image with the posts on ********, and they were asking for me to provide the images.
  
  Initially, they kept insisting that I have to put them as the administrator of my ******** page in order for them to post or make changes. I was aware that this was not necessary. It was at this point that I started to suspect that something was off with Webware.
  
  When they created a ****** listing for the second address for my office, they created the profile for this address with Webware as the owner and my office as a co-owner. I had to send a request to ****** to be listed as the owner.
  
  During the five months, the account manager has changed about three times, and even though these account managers are using Canadian phone numbers, they are not in Canada.
  
  I was contacted by another account manager yesterday to discuss how Webware can remedy the wrong. I requested that the information/offer be sent in writing by email, but he declined and insisted that this cannot be done.
  
  The company is yet to provide a detailed report of what they have done for my office in the last five months and the results achieved.

  

  Business Response

  Date: 21/12/2022

  We have conducted an internal investigation on the Complaint Case: ********, Consumer: ******* ******. Please see our findings below. The client, ******* ******; business name
  *** *** **** ************ *********** signed up for a 12-month contract on July 25th, 2022.

  
  
  As per the contract, the website was to be completed within 45 days from the sign-off date -- provided all content and other files requested by Webware were delivered on time.
  
  The customer did experience some delays due to changes in requirements as requested by her; however, the website was successfully launched and went live on September 13th, 2022, after approval from the client. On December 20th, 2022, Webware had a call with the client and offered her 90 Days account pulse program; yet ******* ****** declined this offer.
  
  At this point we have made every effort to understand *******’s perspective and have tried our best to find common ground with her while upholding our no-refund policy. Furthermore, post raising a complaint about our services, the client refused to answer any calls made by us and even asked their gatekeeper not to transfer any calls made to them.

  As such, one of our Success Managers has been assigned to reach out to ******* and discuss further about her issue so that an agreeable resolution can be reached between both parties.

  Customer Answer

  Date: 21/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The 90 days program was offered because the company failed to deliver its obligations under the contract.  Further, the program was only offered two days ago after several emails asking for proof of how the company has helped my business each month since the start of the contract. The company refuses to put in writing what they said about the 90 program on the phone. 

  This business manager referenced in the reply is the third or fourth business manager. The person who is based in India called and demanded that I accept the 90 days program. 

  The first two phone calls was with someone in Canada. Once the contract was signed all the other calls were coming from someone in India using a Canadian number. **** ** ********** *** ********** 

  The contract is more than the website which they offered no assistance about sib pages promised by the company. Its about unethical practices such as lying about having to get full control of my ******** business account,misleading in the contract that they will manage *********, wanting to posts other companies articles to my ********, not providing any content for the newsletter, missing blog snd social media post etc.  *** ******* ** **** ********* ******** **** **** ******** ******* ***** ******* *********** 

  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 02/02/2023

  Dear *******,
  We apologize for the issues you have experienced with our company and the misunderstandings regarding our 90-day program. We take all customer feedback seriously and would like to address each of your concerns.
  
  
  
  We would like to clarify that the 90-day program was not offered because we failed to deliver on our obligations but rather as an incentive for customers who may be experiencing difficulty with their subscriptions. We are very sorry if this offer was not communicated in a way that met your expectations.
  
  
  
  Additionally, we apologize for any miscommunication regarding the contents of our contract and for not meeting your expectations for assistance with your website and social media presence. We strive to provide a high level of service to all of our customers.
  
  
  
  We would like to offer you the opportunity to discuss your concerns further and find a resolution that works for you. Please let us know if you would like to set up a call to do so, or please feel free to email us directly at *******@*******.io, and we will do our best to address your concerns.
  
  
  
  Thank you.

  Customer Answer

  Date: 13/02/2023

  I am writing to inform your office that the company's responded with false information. The owner of the company reached out to me to offer a full refund, or to sign up for their new program. After declining the new program, I was given a partial refund and even had to send follow-up emails informing the company that I will go public to get the correct partial refund. Now I wasted more than 75% of the thousands spent. It is important that this information be added ******* ** *** ***** *** *** ******* ** **** ********* ******** ******* *** **** *** **** *** ******* ** ********** ******** ********** *********** *** ** ****** ********* ** ***** ******** ***********
  
  I was out of the office and did not get to send a reply earlier.
  
  Regards,
  
  ******* ******-*******

  

  Business Response

  Date: 24/02/2023

  Hello, *******.
  
  
  We apologize for any inconvenience you experienced with our company. We take all complaints seriously and strive to provide excellent service. After reviewing your complaint, we confirm that you requested to cancel your services. We offered our new program, which was declined.
  
  
  
  As per the agreement, an early termination fee would have been charged, but we waived it to release you from all contractual obligations. You received a partial refund and your website files.
  
  
  
  Please reach out to us at *******@*******.io if you have any further questions or concerns. Our team will work to resolve any issues promptly.

  Customer Answer

  Date: 27/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The company breached the contract by failing to provide the services outlined in therein. The partial refund was provided only after numerous attempts to resolves the issues and a public reviews on the services provided by the company. Further, the partial refund was not what was initially offered* * **** **** **** ********* *** *** ******* ** ********* ******** **** ***** ** ********** *** *** ******* ** ********* *** ********* ******** ********** 

   

  
  Sincerely,
  
  
  
  *******