ComplaintsforZoek

• Initial Complaint

  08/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is about Zoek, they are a website developer. I contracted them to buid a website for my cabin rental. I was very upfront about what I wanted. After they completed my website it was nothing like what I told them I needed. They had my cabins booking hourly. When I said this is not what I need I am booking cabins. They said they had a hotel app but it did not have good reviews. But because I was under contract I went ahead and had them set it up for me. I couldn't change my rates at first then I could. I still can't change pictures. I told them I want at least 7 pictures for each cabin. After about a month of going back and forth I was still at square one. There was no way to book a cabin or take payment. In the beginning Will who sold me the services said that yes they could definitely do what I needed. I even showed them a website the developed and he said they could do it. But after taking my money they said they couldn't do it that it was a third party website. I feel like I was lied to from the beginning. I now have a website that is useless. I am over $2000.00 and they said they dont refund because the built the website. But they built a website that was useless. Long story short this is a bad company, and I am sad they took my money, and I have nothing I can use. It is difficult to get anybody to talk to you. Even when they promise they will.

  

  Business response

  09/03/2024

  We appreciate the opportunity to address the claims made in this complaint. 

  Zoek has provided the services requested which have been approved by the client. Zoek has been attempting to transfer the website to the client so that the client can start accepting rental bookings and payments. Zoek is not able to complete this on behalf of the client. The client currently has owner access to the website and management of it but has not accepted the transfer of the website as the actual owner. 

  Zoek will send another transfer invite and asks that the client accepts within 3 days as the invitation will expire in 3 days. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 20, 2024 I agreed to Zoek to perform and rebuild my website. I was told they were based out of the ***. I was told they could perform all the information and data and help to achieve my goal by mid July 2024. I told them in length what I was doing and how I wanted it done. The first designer actually told me his restrictions and that he couldn't design it the way I needed it done. I went back to my Sales guy and told him I was very upset. From May 20th to Mid June I went back and forth waiting for the site core to be built. By the End of June I was ready to pull the plug and that same day I was given a date and time to view the site with the designer who is from ****** not America. After going rounds with him I got a new Designer female also from ******. We went into the site and found the site was copied exactly from the old site and not updated to the details they had me fill out. The meeting stopped and I then again went weeks before being totally upset and ready to pull the plug. within hours I got the site. I to date do not have the drivers keys to this site. I was only allowed to view it and this time no meeting was set up. I was assured by the designer that commuication would get better and we would work closer together. Then I again went another 2 weeks and nothing from anyone. Yesterday I emailed both the Salesman and the female designer to let them know I needed a meeting to go over the site to see if this will even work. No answer. The site is junk, I have zero access to the site. No communication with the designer or her team. Now no communication with the Sales guy. No site, no product, I am being forced to keep the origional two sites open because they are in breach of contract and have failed to give me even a core website. I have zero access so there is no website. The website design has flaws and I cannot access or see it. The origional scope I filled out for the designer says I have no access. I am done. No scope of Work or time line.

  

  Business response

  08/07/2024

  We appreciate the opportunity to address the claims made in this complaint. 

  Zoek has consistently reached out to the client and continues to do so in order to finalize the website for the client. At this time, Zoek has had several conversations with the client to explain the next steps in order to provide the client the website and is currently waiting on the client to approve the site so that Zoek can move forward with finalizing the project and giving the client access to managing the website. Zoek cannot provide the client with access to managing the site or making edits until the website is approved.

  The website has been shown to and sent to the client several times for review - it can be viewed here:  *************************************************

  The approval form can be found and filled out here: ***********************************************************************************************************************

  Once the site is approved, Zoek will move forward with providing access to the website to the client and assist in wrapping up anything else. 

   

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Zoek was given my contact info via a Wix request on 5/25/24 I never initiated contact with Zoek myself. As soon as they started calling, texting, and emailing incessantly, I asked to be removed from all of their contact lists. I have since made this same request MANY times. As of today, 7/9/24, I am still being contacted almost daily. I see that Zoek claims to have opt out options in other consumer complaints. This might be true, but the opt outs dont work. Zoek needs to quit harassing consumers, period.

  

  Business response

  07/10/2024

  We appreciate the opportunity to address this. 

  When submitting a request for assistance via Wix, users are notified that their information will be sent to a Wix expert who will then contact them to discuss their needs or questions. This is why Zoek has been contacting this Wix user. 

  When submitting an opt out request via email, Zoek is notified and both the Email Opt Out and Do Not Call notes are activated to ensure that the lead is not contacted further. In reviewing this, there was an issue with the automation that has been raised to Zoeks' IT Department to address. 

  Zoek has ensured that both the Email Opt Out and Do Not Call notes are activated for this lead at this time. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 23 hired Zoek marketing to build a website for our business.After indicating exactly what the website should look like I received a first response on June, 5, 2024 that was whole inadequate with simple design errors (buttons out of place and photos that were mis-sized.I submitted the complaint and asked for extensive corrections in an email to Zoek (****) dated June 5, 2024. On June 6th I received a link for a second attempt and it again had significant errors and was unusable. Text was overlapping, and phots were mis-sized in the windows. In an attempt to guide the process I granted access to a current website that should have been used as a model. They link for a website returned by *** contained to o many errors and had no quality control.I requested a refund and was told on June 12, 2024 by ****** that he had processed a refund through Zoek supervisor ****. on June 18, 2024 - I was contacted by **** who indicated they were willing to make more changes and credit my Zoek account with 2 hours for future changes - I declined and requested a full refund as the changes to the website were unacceptable, and continued too many errors. I have requested a full refund for the $899 on four occasions both in email on telephonically in conversations with ****. I was told the time for refunds had passed and they would not process a refund.I am seeking a full reimbursement of my payments; no website was deceived or transferred. No product was delivered. I have uploaded several photos of the link and added one image (of many) that were midsized and inaccurate.

  

  Business response

  06/24/2024

  We have received notice that this client has placed a chargeback on the services provided. 

  The website was set up for transfer to the client so that they can take ownership of it as Zoek was unable to provide a refund due to the work completed for the client. The work completed and rounds of edits were reviewed and it has been determined that requests made by the client were completed by Zoek. 

  This matter will need to be handled by Zoek's ****************** and the client's banking institution at this time. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is regarding Zoek I requested a quote for work on a Wix website. The initial quote I received was far outside what I wanted to spend, and in the meantime, I could complete the work myself. I told the person it was too much and no longer needed the service. But I receive calls and emails daily from Zoek to call about services. I have to tell them each time I am no longer interested. They are not stopping and I feel like at this point it is harassment.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  After initially speaking with this company in early January 2024, I have been receiving spam calls from them every day since, multiple times a day, from a different phone number every time. It's late April now, so I have received calls from them every day, a few times a day, for over 3 months. If this does not cease I will consider a legal pursuit.I have not done any business with this company as no services were ever hired, only an initial conversation.

  

  Business response

  04/23/2024

  Zoek includes the option to opt-out of emails in every email that is sent. When selected by the recipient, the system automatically flags the account to not send anymore emails and calls are stopped as well. The opt-out link was not clicked for this contact and therefore, emails were continuing to be sent in accordance with the contact's request for help. 

  Zoek has been notified of this request and has updated the account in their system at this time. 

  Customer response

  04/23/2024

  
  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, under the condition that no more phone calls are received in the future.  However, it should be noted that there is no option to opt-out of phone calls, so they're explanation does not pertain to me, as I'm sure a lot of the customers they have bothered.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear Sir/Madam, I am writing to file a formal complaint against Zoek, a company I hired to build a website for my new small business. My experience with Zoek has been extremely disappointing and frustrating, and I believe it is important to bring these issues to your attention. Firstly, I have encountered a significant lack of communication from Zoek's team, particularly from the designer and the CEO, who offered her email address for direct contact. Despite my numerous attempts to reach out via email, I have received no response, leaving me feeling ignored and undervalued as a customer. Additionally, I have faced difficulties in arranging a meeting with Zoek's sales team to discuss hosting packages and what is included. Despite my requests for clarification, I have been met with refusal and uncooperativeness, making it challenging to understand the services I am paying for. Furthermore, Zoek failed to deliver on their promised timeline, taking 12 weeks to build a basic website instead of the 4-6 weeks as initially agreed upon. Even more concerning is the quality of the website itself, which is being deemed "ready to launch" despite lacking any functionality. The website closely resembles a free site I created on Wix.com, which is unacceptable for representing my business. Despite these issues, I have been informed by Zoek that I cannot cancel my contract and receive a refund. As a result, I am currently paying $50 a month for hosting for an incomplete and non-functional website that cannot be used by my customers. I am deeply disappointed with the level of service and professionalism demonstrated by Zoek, and I believe that their actions are unethical and unacceptable. I kindly request that you investigate this matter and take appropriate action to ensure that Zoek honors their commitments and provides me with the service and quality I deserve as a paying customer. Thank you for your attention to this matter. I look forward to your prompt response.

  

  Business response

  04/23/2024

  Zoek is in communication with this client and has a meeting scheduled for tomorrow to discuss the concerns that the client has made regarding the website.

  Customer response

  04/24/2024

  During our conversation today, I found David's demeanor to be unprofessional and dismissive, particularly when he referred to me as "riled up," which did not accurately reflect my demeanor or intentions. What a rude way to start the conversation. He also said my complaint to the BBB was "unnecessary" and I advised that I deemed it necessary and it's my right as a consumer.

  
  Despite my efforts to address the discrepancies between what was promised to me and the final product, I was met with resistance and a lack of willingness to understand my perspective. I explicitly requested that David review the sales call to better comprehend the commitments made to me, but this request was not fulfilled.

  
  Furthermore, I must emphasize that the website, which David claims to be "finalized," is far from ready for launch and does not meet the standards outlined in our agreement. As a result, I am formally requesting a partial refund of the fees paid thus far. I have also requested the cancellation of my contract, but as of now, I have not received confirmation of this cancellation.

  
  I expect a prompt resolution to this matter and request that the partial refund be processed without delay. Please acknowledge receipt of this message and provide a timeline for when I can expect a resolution.

  

  Business response

  05/01/2024

  Thank you for your response. We appreciate the opportunity to review the claims made. 

  At this time, a refund is not able to be provided to the client as all services have been provided (please see signed agreement attached), the website has been approved by the client (please see approval form attached), and Zoek has been reaching out to assist the client with the final steps of service, which is establishing the eCommerce portion of the website. In order to finalize this, Zoek does need the website to be hosted on a domain, which has been asked of the client for the work to be completed but has not been done. Zoek has also offered to assist the client in the domain connection process, typically a service that is charged for, and has not heard back from the client. 

  Zoek has provided a refund for the most recent charge and has stopped any recurring billing associated with the client at this time. Zoek is more than happy to help complete the final steps of the eCommerce portion of the site with the client's cooperation. 

  Customer response

  05/02/2024

  I must express my disappointment with the outcome. I feel that my concerns have not been fully addressed, and there has been a lack of empathy towards my situation. It's obvious in the pedantic phone call and written response here.
  
  In my previous correspondence, I mentioned my dissatisfaction with the project timeline and the lack of clarity regarding the reasons for the delay. Additionally, what you are explaining is not how it was explained to me in the sales call. I would like to reiterate my request for a thorough review of the sales call recording to see that this project was presented to me in bad faith, and nothing has come to fruition that was promised.
  
  I understand that refunds are subject to your company's policies, but I believe that my circumstances warrant further consideration and perhaps an exception due to the delay and misrepresentation. I'm not asking for all of my money back, just a partial refund reflecting the termination of my relationship with your company. I do not think this is unreasonable.

  I kindly request that you reconsider my refund request and provide a more detailed explanation of your decision, including your findings from the sales call.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spoke with a woman named ******** who promised to design ***********************. I paid the 800$ within 48 hours I submitted a cancellation of services and requested a refund. This company is absolutely refusing to refund my money even though no services were rendered on my behalf.

  

  Business response

  03/29/2024

  We appreciate the opportunity to address this with the client. 

  Zoek has been in communication with this client and is working with the client again. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Incessant marketing calls for over a year.

  

  Business response

  03/22/2024

  Zoek was not made aware of the request to stop contacting. This has been updated in their system and phone calls should no longer be made.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021 I initiated a request for a website to be developed with the added addition of peoples ability to donate to our nonprofit. I was contacted by way of phone and guaranteed all services and ability to create what I needed, as well as perform the task of turning the service over to me so that I could add more content as the months required. a lot of phone contact went on for the next several months the contact became less than 2022. Was able to see an example of the website along with my Food Pantry information regarding opening and closing times. . a lot of phone contact went on for the next several months the contact became less than 2022. Was able to see a example of the website along with my Food Pantry information regarding opening and closing times. The website was never functional enough to release to me in order to add more content. It has never been released to the community as I needed, and I have never been able to actively add anything other than the initial information that was added by the website builder. There was an account that was automatically being debited each month and I left it to, allow it to continue to be billed with the understanding that I would have a website that was operational, and although my representatives would always change, I was guaranteed someone would work with me directly and get back to me even though they were many many delays. because they are not in the state that I do business in I was only able to call or email since there was nowhere to walk into and deal directly with ****************** Eventually I stopped, allowing for the Automatic billing ., I do not have a website although now Im receiving calls and emails regarding the bill that the company feels needs to be paid. I would like them to either finish the job and give me my completed product or refund me for a job that was never completed. Therefore Services that would never render to me. This is a breach of contract by my understanding of contractual law .

  

  Business response

  03/22/2024

  Zoek has contacted this client to resolve their frustrations and is currently assisting the client with their requests. 

*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. ↩