Reviews

Review Details

• Review frommary

  Date: 09/11/2022

  1 star
  Shockingly bad service!! Apparently the services that I paid for through SiteLock to prevent Malware were not properly connected to my website. It seems that for years I have been paying them and my site has not been protected. Numerous ****** adds appearing on my website. Why? No information from them on how to connect. In the past month I have spent more than 30 hours on the phone to them and the issue has still not been resolved. A complete nightmare and waste of my time!!!!!

  SiteLock

  Date: 09/13/2022

  Sitelock strives to resolve any disputes in a way that satisfies the customer. It is our policy to keep detailed customer records including call details, recordings, and notes on every interaction in order to ensure we delivered the highest level of service. In this particular case, the services were purchased from a Sitelock reseller and not directly with Sitelock. Sitelock would need to be informed by either the reseller or the customer for the configuration of the services. From our investigation, it appears the first time Sitelock learned of the situation was when the customer contacted us on 9-9-2022. From that point on, Sitelock has been involved with manual malware cleans for the site. We understand the frustrations and inconveniences you have expressed. Because Sitelock was not the financial authority in the purchase transaction, Sitelock is not able to provide you with any monetary concession. Sitelock services continue to monitor the website and providing the security measures. Our apologies for any misunderstanding that *** have occurred on our end, and we hope you will allow us to show you our desire to be your first choice for website security. Thank you.

  mary

  Date: 09/15/2022

  My understanding is that you have an agreement with Netfirms from whom I originally bought SiteLock. When I bought my SiteLock security from Netfirms I assumed that it would be properly installed and linked to my website. As you say in your response Sitelock would need to be informed by either the reseller or the customer for the configuration of the services. I had no way of knowing that ******** would not do this. When I asked Netfirms if there was anything else I needed to do after buying Sitelock they said no!I spent more than 20 hours speaking to Netfirms employees trying to resolve the issue of connecting SiteLock to my website. Almost everyone I spoke to at Netfirms seemed hopelessly incompetent.It seems to me that you need to be in much better communication with Netfirms so that they know how to connect SiteLock to websites.Once SiteLock became involved with my problem you have been very helpful with resolving the issue. However it was not obvious to me when I bought SiteLock from Netfirms that I needed to contact you at Sitelock directly.