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:06/26/2025

  Type:Billing 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 ask this company you cancel my membership by in April with a young lady name **** and she never cancel and keep asking me why. They bill me for 660 dollars but showing me an invoice for ****** they fm fraudulent took my money off my bank card which I had another card on my auto renewal account which had the box checked don't auto renew.

  Business Response

  Date: 07/22/2025

  Chronological Summary of Events:
  April 10, 2024
  The customer opened her website.
  April 27, 2024
  She purchased a Professional Package for 12 months and received a 20% discount on her first purchase, paying $336 instead of $420.
  July 21, 2024
  The customer manually upgraded from the Professional to the Gold package by paying the price difference for the remaining subscription period. The system processed a valid charge of $57 on that day (not in April, as mentioned in the complaint).
  April 27, 2025
  The 12-month subscription was automatically renewed for the Gold Package at the standard rate of $660.00, in line with the auto-renewal settings agreed upon at the time of original purchase and clearly stated in our Terms of Service.
  April 28, 2025
  The customer contacted our billing team requesting cancellation and a refund. Our representative, ****, responded promptly with the following message:
  "Hey *******,
  Thanks for reaching out.
  I see that you have a Gold Package 12 Month and it's just renewed.
  Could you kindly provide the reason behind your decision to cancel your subscription to your website?
  We strive to ensure the utmost satisfaction of our clients and are committed to exploring all available options to continue providing you with the best possible experience on SITE123.
  Please feel free to share your concerns, and I will gladly assist you in finding a suitable resolution.
  Best regards,
  **** | Billing Team"
  
  The customer replied that she no longer wished to continue the service and referenced the $660 renewal as well as a $57 charge, which she mistakenly dated to April instead of July 21.
  
  Clarification of Charges:
  $57 charge on July 21, 2024 This corresponds to the customer's manual upgrade from the Pro to the Gold package. The upgrade was initiated and confirmed by the user.
  $660 charge on April 27, 2025 This was for the 12-month renewal of the Gold package, automatically processed according to the Terms of Service.
  
  Our Good-Faith ************ assist, we offered the customer the option to downgrade her subscription back to the Pro plan and extended a 20% discount, similar to her original promotion, as a gesture of goodwill. This was communicated in the following message:
  "Hello,
  I noticed that you upgraded to the Gold package thats why your renewal is currently set for the Gold plan.
  Would you prefer to switch to a different plan instead?
  In any case, Id be happy to offer you a 20% discount, just like we did the first time.
  What do you think?
  Best regards,
  ****"
  
  The customer responded that she had not upgraded to the Gold plan. However, our internal records confirm that the upgrade was initiated manually by the customer on July 20, 2024, and processed on July 21. The website remained fully active and accessible during this time.
  
  June 28, 2025
  The customer contacted us again with an unrelated question regarding a 1800 number. Upon reviewing the account, **** noticed a ****** dispute had been opened regarding the $660 charge and responded courteously:
  "Hello,
  Could you please clarify your request?
  In addition, I see that you made a dispute on your last payment."
  The customer reiterated her earlier position, stating she had requested cancellation in April and that her card was charged without consent, despite the active auto-renewal and previous communication confirming her package and billing terms.
  
  Company Position:
  SITE123 has acted in full accordance with its Terms of Service throughout this matter. All charges were valid and correspond to services the customer selected, used, and agreed to.
  The account was clearly set to auto-renew.
  The upgrade to the Gold package was user-initiated.
  The website remained active and accessible throughout.
  Our support team responded promptly, respectfully, and offered multiple resolutions, including a downgrade and discount.
  Once the ****** dispute was initiated, our ability to process a refund was restricted.
  We remain committed to resolving this matter professionally and transparently and are confident that the documented facts reflect a fair and accurate handling of the situation.

• Initial Complaint

  Date:08/29/2024

  Type:Customer Service 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.

  August 8th 2024 our **** was charged for a 2 year renewal on a website builder site123. We did not have auto renew enabled. They had no permissions to charge the card. They will not give a refund and have offered a 30% refund. After checking the account I have documented and confirmed auto pay was disabled and not on. They unlawfully charged the **** members card $415.20 on August 8th with no permission.

  Business Response

  Date: 10/28/2024

  After thoroughly reviewing the customer's case, wed like to clarify the sequence of events.
  First, we do not renew plans on accounts where the auto-renewal feature is disabled. In this case, the subscription was renewed because the auto-renewal setting was enabled.
  Following the renewal, ****** contacted our billing team in August 2024, and we explained the process that led to the renewal. As with any company, we follow terms and policies. When auto-renewal is not turned off, we interpret it as the customers consent to continue the plan.
  Renewals are a standard practice for platforms like ours. Unlike some companies that limit user control over subscriptions, we provide a straightforward option to disable auto-renewal.
  Although our terms state that renewals are non-refundable, we sought to address the situation by offering a cancellation with a 30% fee. The customer declined, explaining that the person who made the purchase was no longer with the company. As a gesture of goodwill, we made an exception and provided a full refund, releasing the customer from any further obligations.
  Since the issue was resolved with the customers best interests in mind, we are unsure why she chose to submit a review after the matter was resolved.
  We appreciate all feedback, but it is unexpected to see a review after a full refund was issued.

• Initial Complaint

  Date:07/01/2024

  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 paid site123 for webservices last year on July 23, 2023. It was $118.**. Apparently I was automatically signed up for an automatic renwal (I don't remember selecting this at the time of purchase.) A few days ago I get an email saying "Invoiced paid site123 renewed for $253.60". I emailed site123 letting them know I did not want to auto renew and the price was way to high and that I still had 7 days left until July 3rd before any renewal should occur.They responded saying their policy doesn't offer refunds and I should have disabled auto-renew. Ok... I didn't know it was active, I recieved no warning about the auto renew going to happen AND it was 7 days to early! I explained all this and they still refuse to issue a refund.I am very frustrated right now and feel like I was manipulated into "agreeing" with hidden policies and this auto- renewal BS. Every month My car insurance company warns me of the charge that will occur BEFORE it occurs...I feel like site123 is using predatory, sneaky tactics to STEAL money! All of this frustration and anger can easily be gone if they simply refund Me the measly (to them!) $253.60 and We can can be done with this. Instead they insist on not refunding the money and I feel like I am being robbed! Please, just ask them to refund the money and this will be done and over with.

  Business Response

  Date: 09/29/2024

  
  Thank you for your feedback, ******.
  After reviewing your case and the correspondence with our billing team, we can assure you that you received thorough explanations regarding your concerns about the auto-renewal and the price difference upon renewal.
  While our terms you agreed to state that renewals are non-refundable, we made an exception and offered you a partial refund, which you accepted and received.
  To clarify the sequence of events:
  When you first reached out, you expressed concern about the price difference. We explained that this is because we offer various promotional discounts. You initially received a significant 50% discount. As outlined in our terms of use, once the discounted period concludes, your subscription automatically renews at the standard applicable fee, explaining the difference in the renewal price.
  Regarding the auto-renewal function, our terms clearly state that by agreeing to them and subscribing, you agree to a renewal paid service and acknowledge and accept the automatic renewal procedure. 
  We give our users complete control over their accounts, allowing them to disable the auto-renewal function at any time. Clear instructions on how to do this can be found in our terms of use and from our online support team and support center, which are available 24/7.
  When a user does not disable the auto-renewal function, it is understood as consent to continue the service, helping to avoid any interruptions to their website.
  We appreciate your understanding, and if you have any further questions, please feel free to reach out.
  
  

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair 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.

  I want to stop my service from auto-renewal. Before my renewal date, www.site123.com charged my card for a renewal of their subscription 7 days prior to the renewal date without my consent and refused to refund me. My subscription needs to be canceled as it has not hit my renewal date, I have requested the cancellation, and they refuse to refund me without a service fee. I have turned off the renewal on my account prior to the renewal date. I was not notified of an upcoming renewal and the renewal cost was also increased from my original subscription fee.

  Business Response

  Date: 10/28/2024

  In September 2023, the customer requested a refund after an auto-renewal of their subscription.
  Our terms of use specify that the auto-renewal feature is enabled by default to prevent websites from going offline, with renewals processed seven days before the original renewal date. Understanding that the customer no longer wished to continue the service, we initially offered a refund with a 30% fee. When the customer declined, we chose to demonstrate goodwill by providing a full refund, even though our terms did not require us to do so. Ultimately, the customer received a full refund.
  Its important to note that customers are responsible for managing their subscription settings, including turning off the auto-renewal feature before the renewal period, as clearly stated in our terms of use.

  Customer Answer

  Date: 10/31/2024

   
  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.  I hopee they update their terms as they are predatory and from what I see online, I am one of many that they do this to.  Most of which are not as lucky as me and do not get refunded for a service that they do not want or did not ask for.  They is no notification of the renewal until it is to late which make it predatory.  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/05/2023

  Type:Customer Service 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.

  Hi there,We had a person who set up for our non-profit organization a website using Site123 for which the company got a 3 year subscription. The person who registered and maintained the site recently resigned and we do not have ways to get in touch with the person anymore. We contacted Site123 team a few weeks ago and asked their help to reset the login information. Unfortunately, despite many emails have been exchanged and hours spent chatting with the online support, Site123 team was not able to resolve the issues with accessing our account, so we still can not edit the website. At the same time Site123 team did not provide any practical ways for us to reset the access to our site123 account and did not want to provide a refund. Can you please help us to resolve the issues with the site123? I will greatly appreciate your help.Sincerely,*****.

  Business Response

  Date: 10/28/2024

  
  The customer reached out to us on 20/10/22, stating that she upgraded her account to premium using ******, but the upgrade was not reflected on her website. She provided her ****** email, but it was not the same email she used to create her SITE123 account. As a result, we informed her that we couldn't trace her transaction and requested additional information.
  After a brief exchange, she provided the correct email used for her account and a screenshot of the ****** transaction. The payment was made via a ****** e-check, which took two days to clear. The customer requested a refund for this payment, and we processed it as requested.
  Following the refund, the customer manually renewed her account in November 2022.
  In March 2023, she reached out again, reporting that she couldnt access her account to edit content. She explained: My colleague, Olya, when she was creating an account with **********************, used *************** instead of her email ***************** Because of this typo, you couldnt locate our account, and we couldnt reset the password. I logged into our Site123 account using the incorrect email (***************) and the password, but I cannot change the email on my side since the confirmation email goes to a non-existent address. Can you please help me update the email to ******************************?
  I would greatly appreciate your help, and we wont need to process a refund.
  Changing the email associated with an account is not a standard procedure, but our team made efforts to assist her in various ways. It appears that the user now has access to the account and can continue editing it. If she needs further assistance, she can reach out to us, and we will be happy to help.
  
  

• Initial Complaint

  Date:02/25/2023

  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.

  We have been using Site 123 for our small business. We are down sizing and decided we did not wish to keep our Site 123 domain. I logged in a while ago to cancel auto renewal and thought it wouldnt charge us. They also did not have the update CSV for our business credit card. I was surprised to see over $250 charged at renewal time mid February. When I contacted Site 123, I was told no refund would be given. Considering we do not want to solicit our services to the public anymore and thought the process would not go through, this is unacceptable on Site 123s part.

  Business Response

  Date: 10/28/2024

  After thoroughly reviewing the case, we have clarified the sequence of events.
  First, it's important to note that the company does not renew plans on accounts where the auto-renewal feature is disabled. In this case, the subscription was renewed because the auto-renewal was active.
  Following the renewal in February 2024, the customer reached out to our billing team in March 2024. Our team explained the renewal process. Like any organization, we follow our terms and policies, and when the auto-renewal feature is enabled, we interpret it as the customers consent to continue the subscription.
  Renewals are standard practice for platforms like ours, but we prioritize giving users control over their subscriptions. The option to disable auto-renewal is easy to find and user-friendly.
  Although our terms state that renewals are generally non-refundable, we initially offered a refund with a 30% cancellation fee, which the customer declined. To resolve the situation and as a gesture of goodwill, we ultimately decided to issue a full refund.
  We wish the customer all the best and are pleased that the matter has been resolved.