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:07/04/2025

  Type:Order 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.

  On 4-01-2025 I reached out to Reputation Defender seeking to remove unsavory, old/dismissed *** ***** of my daughter off of the internet & subsequent popular search engines. Also seeking to have my divorce removed from the internet a& popular search engines (******, yahoo, etc.). That is when I was contacted via text by Dil *******, who is a self-reported, "experienced sales manager, with his total revenue generation to be around $10 million in 8 years"; Source, "Crunchbase". Dil reported emphatically that this company could provide this requested service for my daughter and myself; removing unsavory mugshots, old criminal charges from the internet for $1750 each. I paid **** $3500 for my daughter and I on May 1, 2025. I did not sign a contract but an email he sent. I signed an email that I insisted he write out the exact service I was paying for (daughter's mugshot(s) and my divorce). This was done via email that has subsequently been unsent or recalled by him as it can no longer be located on my end. I did not sign any other contract with this company and what they have provided to my credit card company is fraudulent as that is not the doc I signed. After receiving my payment I was put into contact with ******** ****** DBA as "GenDigital" and self reported "Reputation Advisor" for Reputation Defender. ******** was provided all of the documentation on the cases being dismissed within the first week of initiating services. For the remainder of May up until June 6/17/2025 I emailed this woman repeatedly for updates, time lines and expected progress for the service that was paid for, nothing. I reached out to *** who after receiving the payment no longer responded to any of my text and/or emails. ******** continues to tell me "it takes ********************* w/ websites" and not being able to provide any foreseeable timeline for this service to be rendered. Called this company several times to no avail. Trying to avoid a civil suit and requesting my money be refunded.

  

  Business Response

  Date: 07/16/2025

  Hi, ******,

  
  Thanks for sharing your feedback. We sincerely apologize for the frustration and disappointment you've experienced working with our service. We understand how sensitive and personal this situation is for you and your daughter, and we are truly sorry that your experience with us hasnt met your expectations.

  
  Weve taken time to carefully review your case and want to acknowledge your concerns. You came to us for help with deeply personal matters, and its clear that you feel let down. Thats not the experience we ever want our clients to have.

  
  To clarify a few points: our records show that a standard agreement was signed at the start of your service. This agreement outlines the scope of what were able to do and serves as the foundation for our work. Since then, ******** has reached out multiple times via email to provide updates and request any needed information. We understand that it may not have felt like enough communication though, and for that, we're truly sorry.

  
  As of now, weve completed all of the opt-out requests except for one remaining item that is still online. We know how important it is to you that this final piece is resolved, and were continuing to work on it. Unfortunately, some websites have restrictions or longer processing times that are outside of our controlbut that doesnt make your wait any less valid or frustrating.

  
  We also regret that your interactions with our team, especially after payment, left you feeling unheard. Thats not the level of care we strive to provide, and were taking your feedback seriously.
  We want to make this right. If you're open to it, wed love to schedule a call to walk through the current status, answer any questions, and discuss how we can move forward in a way that feels fair and respectful to you.

  
  Thank you again for your patience and for giving us the opportunity to address this. Were here to help, and were committed to seeing this through.

  Customer Answer

  Date: 07/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me if the business is willing to refund 1/2 of my money ($1,750.00).  
  

  I would very much like to keep this out of civil court at which time I am prepared to file for the return of the entire $3500.00.

  I am no longer interested in any services for myself, just my daughter.
  

  I would also like to see in writing here or via an email, in writing, that this was supposed to be a 1 time fee and not a subscription. 
  
  My email: ********************************************

  cell: ************

  
  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   

  
  

• Initial Complaint

  Date:12/22/2022

  Type:Sales and Advertising 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.

  I used this service in 2021. They claimed they would be able to "suppress" a negative press release from the **** They stated it would take 3-6 months. They said they would do this by posting positive news articles online written professionally. We had several email exchanges and I completed numerous reviews on their articles which were horribly written and inaccurate. They failed to suppress the press release at all. They charged me **** dollars for the service which I paid through my company. They filled out a W-9 form so that I could pay them as a **** business for their service. I recently got a letter from the *** stating that the information they provided was inaccurate. So in addition to providing a horrible service, they also fraudulently filled out the tax forms.

  

  Business Response

  Date: 12/30/2022

  Hi *****,

  We aim for every customer to be happy and successful with our services, and we're sorry to hear that this was not the case for you in 2021. Regarding the **9, ReputationDefender was acquired by a large, publicly traded company late in 2021, and our tax information has changed. Depending on what you previously received, this might be causing the mismatch. One of our team members is sending you our current **9 right now. 

  Best,

  ReputationDefender

• Initial Complaint

  Date:12/05/2022

  Type:Product 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.

  I contracted for 1 year of services with Reputation Defender in September 2021 for $8000. With the purchased plan I was to receive 15 professionally written articles and an improved search result for links and images. The service would move this content to the top of the search results. This commitment has never been fulfilled. To date I have only received 6 accepted and published articles. I have provided feedback on numerous occasions sharing that the content was incorrect or extremely poorly written. I have made numerous attempts to resolve the issue with my assigned account manager and escalated to an individual whom I was told was a manager, to no avail. I have been in contact with the manager for 3 months and have not witnessed any progress. Any assistance would be greatly appreciated. Order Information Total: USD ******** Payment Method: Credit Card Date/Time: 9/21/2021 9:51 AM Transaction ID: *************

  

  Business Response

  Date: 12/09/2022

  We take great care to ensure matters such as this are properly managed. Thank you for giving us the opportunity to speak with you and address your concerns. We hope this matter has been addressed to your satisfaction and look forward to continuing to serve you as a client.