ComplaintsforGoSite

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had my website already created, however, in June 2021, I was granted a free service from GoSite to upgrade my website. ********************** teamed up with GoSite to provide resources to small businesses to improve their online presence. They did a bit of work, I provided all the photos, however, to my disappointment, they deleted all my information and my website changed to only showing photos but not about the services I provide. Long story short, I complained they told me my time was out and needed to pay, I started to pay monthly and still did not fix the website it got worse. Now I do not have access to my website, I originally paid $1,000 to build my website and now I don't have anything. Need access to my website. www.makeurlifezy.com

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company sounded great in the beginning. The sales people get you signed up, make all these promises of how much business you're going to get and phone calls. Then they ghost you, customer service is non-existent. Phone calls disappear, business disappears as well from this particular website created by ghost site. Yes I call it ghost site because that's what it is. I will be filing in small claims and demanding all my money back. I also hope that you use caution and awareness before hiring this shady company.

  Business response

  07/26/2023

  Thank you for bringing this matter to our attention. We apologize for any frustration caused by your experience with our company. Your feedback is of utmost importance to us, and we are committed to addressing the issues you've raised. As a business, we strive to offer the best possible service and products to all our valued customers.

  At GoSite, we have revamped our customer service processes to enhance efficiency and responsiveness. Our goal is to ensure that all customer inquiries are promptly addressed, providing timely and valuable assistance to each of our customers.

  Addressing the concern raised regarding your GoSite website: Your website was a portion of your Subscription which included access to GoSites Business Tools: Engagement, Invoicing, Contact Hub, Advanced Placement, Site Builder. These services were available to you throughout your subscription period. As a third-party to your GoDaddy domain hosting account, ********************** published your website on the domain you owned through such time that you retained ownership of that domain. 

  We do acknowledge that at the time your ownership of the domain expired, your website was no longer visible to the public at large. While our Terms of Service outline the need for customers to maintain any third-party services required for use of our products, we genuinely care about your experience with our company. We believe in fostering positive relationships with our customers and want to do everything possible to make your experience a pleasant one.

  In light of this, and as a gesture of goodwill, we would like to offer you a credit that you can use towards any future purchase with us. Our Customer Success team will contact you directly with details of this offer. We hope this will allow you to explore GoSites other products or services that *** better meet your needs and preferences.
  We sincerely hope you will give us another opportunity to better demonstrate the level of service we know we can provide to your business.

• Initial Complaint

  01/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  01/30/2022 Amount of fees $290.00 Cancellation of merchant Services that were not completed and the account was charged when services were never activated or used.

  Business response

  01/24/2023

  Dear BBB/*************************, (Conciliation & Engagement Department) 
  
  Greetings from GoSite!
  
  We are grateful for the continuous support from your organization. We at GoSite aim to improve ourselves daily, and opportunities like this allow us to grow as a company. 
  
  We sincerely understand how this situation impacts our client's business and we want to address this as soon as possible. We are currently in communication with the client and the merchant to address the issue.
  
   Again we thank you for your help.
  
  Best,

  GoSite Team

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i used this company for about a week tried to communicate that my site thru them was down for 4 days and called keep getting told that they would have a person call me back never received a call back or nothing i have ask for a refund and my domain released back to me to choose someone. else so i can have my business so i can keep client coming and would like to have someone. take care of my matter so i can get this done

  Business response

  05/18/2022

  We have already refunded the full amount this customer has paid us. We hope this resolves any ongoing problems.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been with GoSite for a year now, they are strictly the business for me to manage my website. For the first 2 months, they were interested in working with me, and then it started going down the drain. Within this time my website has been down for over 3 months (adding together days), I have been calling them every single day for the last 2,5 weeks, 3 different numbers plus chatting and all I always hear is "I will make sure that they will call you back" or "engineers are working on fixing your website", neither of this occurred and what's worse is that my website shows to be "Deceptive site ahead Attackers on martitectdesign.com may trick you into doing something dangerous like installing software or revealing your personal information (for example, passwords, phone numbers, or credit cards).", on the bright red background. They also have third-party businesses to pick up their phone call and this is the same for chatting. Every single month they automatically pull money from my account- so I am an honest customer- but they are a fraud. Within the last 2 weeks, I also hear every single time that "they all are away from phones". Although I own my domain 100% I am not able to shut down my own website without GoSite, because they are temporary website owners. I really need help with this issue, I am losing customers and a great reputation right now. Thank you,*****

  Business response

  05/18/2022

  We have processed the last two months of payments and canceled their account. Let us know if there is anything else we can do.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was cold called by these guys, and agreed to letting them build a website for me based explicitly on being able to obtain a specific url which they told me was available. Only after having already being charged $99 did the sales rep tell me that the url was not available, and that his team had taken it upon themselves to procure a different url which was much less catchy and less descriptive of my business. When I contacted them to cancel they sent me an email with six or seven steps I had to perform to cancel, I am not inclined to have to jump through hoops to cancel a service which was never delivered. I have learned that they're easy to reach when you are a buyer, but hard to work with when you are a customer, now I've been charged $99 three times and haven't received anything from it.

  Business response

  05/18/2022

  We have refunded all three payments this customer has paid.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told when I originally signed up with this company that the first year would be $110 per month for the product I had and would be lowered to $49 a month after that. It was to cover the set up of the account.18 months in I contacted the company and said they were over charging me.they sent me this email:From: ****** Best from GoSite <*****************************> Sent: Wednesday, September 29, 2021 5:08 PM To: ******************************* <***********************************>Subject: GoSite Account Hi ********, Great chatting with you today, per our discussion your rate will be lowered to $49/mo. Looking into your ****** My Business connection issues, it looks like you were able to set it up originally so I don't have access to your login credentials, but I did disconnect it for you. So if you are in your GoSite Dashboard, and go to your Manage My Business Settings there will be a "CONNECT" button next to **** in the *********** section, and you can simply log in with your Gmail credentials, and you will be good to go! Let me know if you run into any issues there! Also, feel free to reach out with anything else you need. ************************* Best - Customer Success Manager ************************************ I just checked and they never changed the price.

  Business response

  06/15/2022

  Dear BBB,

  Greetings from GoSite!

  We are grateful for the continuous support from your organization. We at GoSite aim to improve ourselves daily, and opportunities like this allow us to grow as a company.

  We sincerely understand how this situation impacts our client's business. We have already communicated with our client and facilitated the refund request.

  Again we thank you for your help.

  Best,

  ****

  GoSite

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  02-21-22 I keep getting payment attempts for $99 from this site that I've never heard of they claim they can't find my name or my email address or my business name or my husband's name or anything in their files and records but yet this site keeps trying to take the money from me I've begged them to cancel the subscription or whatever subscription it must be they still hold fast to that they've never heard of this that they have no record of me on their record files and this is a problem this is the third time you try to make this attempt out of my account I don't have 99$ to give these people

  Business response

  11/09/2022

  Our team already handled this matter internally as soon as we received the concern from the client, through our email and chat platforms last February 21, 2022. Our Billing team investigated the charges mentioned by the complainant, ************************* and we did not find any records in our customer and billing system.

  
  

  As this was a suspected fraudulent charges, our manager personally handled this, and reached out to ************** to further explain the situation. Since then and as of this time, nobody from ****************** party nor ************** had reached out to us. Thus we already considered this close and resolved on our end.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My company is Backyard Depot. On September 27th I requested via email for help in retrieving the data on my CRM. I did this via email because that changed their policy this year that you can no longer reach them by phone. I will be 22 days tomorrow and I have still not received any help. I received email apologizing, but not help. This is not a wild request. I had to provide it to them when I began using their services. My request is because we are in the process of converting our day to day management to"Jobber". This enables us to be more efficient with jobs and our day to day operations. A part of this is utilizing their CRM system. I need all of our data that is in the gosite CRM program. At this time I do not need anything that relates to our website. I do not know what else to do since email seems to be the only way to communicate with them. All I want at this time is my CRM data.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I decided to give GoSite a try, back in June 5, 2020, they began deducting my bank account $94.50, no deduction July, but August 6, and August 20, September 8, October 6. Then $189 November 5, December 7, January 5, 2021, February 5, 2021. I moved from Nevada to South Carolina the end of February. March on a phone call with family, I discovered in a most embarrassing way that my website could not be found through any search engine, as I had been boasting for the previous 9 months. Beginning in March I contacted them on multiple occasions complaining. "I am paying you for something that I am not getting" I was told "Your site is in Trial" still, and I shouldn't be seeing deductions from my bank account...... I printed out proof for my own peace of mind. Finally sometime in April, 2021, I began to see my site on the web. Still, I had to try and build it myself. This I have done before through another app I found on the web, for free!

  Business response

  01/12/2022

  Hi ***, 
  
  Thank you for reaching out regarding your billing issues. I checked your account and there have been no charges since June of 2021 on your account. The June payment was the final payment before your July account cancellation with GoSite. I don't see record of the email you are referring to with bank statements attached but if you could please forward that information to ***************************** I will look into it directly! 
  
  Looking forward to resolving any miscommunications! 
  
  Best, 

  ****

*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. ↩