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:02/17/2023

  Type:Product 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.

  Our small businesses website is being blocked by this page (attached), owned by Cloudflare since 12/28/2022. Cloudflare = *********************************** Per Cloudflares website, they were supposed to notify us to rebuttal the/a complaint. We were never notified by Cloudflare that our site was going to be blocked. We cant get anyone to help us get this unblocked (including Cloudflare) and hope that the Better Business Bureau can help us. There is nothing malicious about our site!! It has been the same for 12-ish years. We dont take money on the site and have nothing that even resembles phishing or being malicious The only thing we can think of is that one of our competitors did it, since we are a niche business for high school and college level athletes. We have been working on this since the first week of 2023 and have exhausted all the things everyone has suggested. We dont know what else to do. Please help us get back up!! Thank you so much for all of your help,********************* ************ *********************** www.signsolutions.com or search track record boards.

  Business Response

  Date: 02/18/2023

  Hello,

   

  We need more information to reproduce the issue you're running into and can you please give us the exact detailed steps? From my understanding, you're going to ******* searching for your site but it's being blocked by cloudflare.

   

  1) your site isn't on cloudflare so we are unable to block your site

  2) if a site is redirecting to your page, do you know the owner? You're claiming we are blocking a site from redirecting to your site. It's concerning if you're wanting traffic from an unknown site. An interstitial page is beneficial since it's warning users about the actual redirect and not the landing page.

  3) what is the domain?

  Please provide details so we can fully understand the situation 

   

   

   

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 19424279
  
  I am rejecting this response because:

  Dear Cloudflare,

  I'll answer your rebuttal in order:

  1.  When our customers search our product they are met with your page, attached in the first communication, it has your name all over it.

      a.  If this is not you throwing that page up, then Cloudflare has been hacked. These hackers are hurting both of our businesses.  

  2. Cloudflare is blocking our page.

  3. ********** is www.signsolutions.com, this was also included in first communication. Typing in the domain takes you to our site, no problem.  Search engine links are being blocked from opening the site.

  We are a small business of 2 and do not have an IT department, but I would think you do because of what we have seen on your site.  Do you want us to be blocked by someone that has hacked Cloudflare?  I would think as people on the planet, you wouldn't want to see us fail because of this and investigate why your page is blocking our customers.

  Sincerely,
  

  
  *********************

  Business Response

  Date: 02/22/2023

  Hi *****,

  
  Thank you for providing some information and we need additional information to confirm your issue.

  
  1) Can you provide the exact step by step directions to recreate the issue? For example, step 1 - go to google.com, step 2 - type in sign solutions, step 3 - click on link 'example.com' etc
  2) What is the domain that is redirecting to your page? What is the exact ***? You claimed this *** is blocking your page - ************************************************

  I don't see this *** redirecting your site and it doesn't load to any page.

  3) I'll try to explain what may be happening in your situation. When you search for your sign on a search engine it will return results related to the search. The link that you're probably clicking on has no relation to your site and that is why you're getting a blockage (interstitial page). This page is on Cloudflare and warning users the site is compromised. There is no possible way that we can block your site if you're not using Cloudflare. As for right now, I need the *** that you're claiming is redirecting to your site so I can test if it's actually redirecting to your site. If it's not then that resolves the issue.

  Customer Answer

  Date: 03/02/2023

  Well, after 7.5 weeks, we hired/paid someone to get the Cloudflare page off our website.  Allegedly our site got hacked, which is bizarre, it is such a plain site and we dont even take money! 

  As we understand it, ****** caught it and then reported it to Cloudflare, who then threw their page up without telling anyone.  Cloudflare not notifying us was irresponsible and did HARM to our business.  And to put the cherry on top, after the site was cleaned we were asked if wed like a membership to Cloudflare to prevent this from happening again, for a fee, of course.  Seems very shady to us.  We are just happy to be back up and to move on.  But, this could businesses out of business VERY EASILY.

  Sending an email would have saved us time and money.

   

  This is the craziest thing weve ever had happen to us!   Cost us $450.00 and tears!

   

  I appreciate all of your help!  BBB is incredible and such a help!

   

   

  Much Thanks, 

  *****

  ************

   

• Initial Complaint

  Date:01/15/2023

  Type:Delivery 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.

  Placed an online order to Freshnvibe on 12/12/22 (Order #*****) for a keychain. I paid $30.94. The item was never received, and it was unable to be tracked, stuck in some "Unknown YanWen" tracking. I had approximately ten email interactions with ************** at the company. ******************** He seemed to be helping me, looking into the problem, "escalating" the issue to their shipping provider, and admitted they are having "some teething issues." Then on 12/25/22, with no item received, I requested a refund. I received a response 8 days later on 1/1/23. ***** then "escalated" my issue to management for my refund to be reviewed by their "management team." Approximately 5 days later, I reached out again to *****, as I was refunded $7.95 for just the shipping cost, when no item was ever received. On 1/7/23, ***** again apologised and stated he was requesting the whole amount for me to be refunded and I have had no response since. There is no phone number, no direct address, I believe this is a scam company.

  Business Response

  Date: 01/17/2023

  Hello,

  I'm sorry you had trouble with your order and did not receive the full refund. Can you please confirm the site? I'm assuming it is freshnvibe.com and if this is the case then the domain isn't serviced by Cloudflare. The domain is returning an IP owned by shopify and I would suggest you reach out to them directly about your issue. Their abuse contact info is *****************

   

  Thanks,

  Cloudflare Trust & Safety

  Customer Answer

  Date: 01/18/2023

  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 due to the fact the issue is clearly not within Cloudflare, but instead with Shopify. I want to now pursue my case to Shopify. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/10/2023

  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.

  This is to report massive Privacy and SCAM abuse from ************************** domain that is hosted under you. This domain is hosted under you and all details are hidden, they have stolen all my data and illegally selling it online to public. The domain also has not provided an option to Opt-Out or Do not Sell My Data, which by law is required to provide on the site. I have sent multiple requests to remove my name and all my private data from this site but the site has not responded. This site needs to be shut down as it is doing all illegal activity, Inform the owner of Remove all my data for Privacy Violation please. The link to my private data is provided above in the *** section. This is a written request from Cloudfare to ensure you are also hosting illegal website.

  Business Response

  Date: 01/11/2023

  Hello,

  Cloudflare is not the host of this domain and we are not able to remove our customer's content. You will need to file an abuse form and once that is processed, we will provide you the host contact info. From there you will need to work with the host in removing the content.

  Thank you for your report.
  
  This address does not accept or process abuse reports. Please use the link below to submit your abuse report.
  
  Cloudflare offers network service solutions including pass-through security services, a content distribution network (CDN) and registrar services. Due to the pass-through nature of our services, our IP addresses appear in WHOIS and DNS records for websites using Cloudflare. Cloudflare is generally not a website hosting provider, and we cannot remove material from the Internet that is hosted by others.
  
  To ensure the prompt processing of your abuse report we request that you please submit your abuse report through Cloudflare's abuse reporting web form at: *******************************************.
  
  Regards,
  Cloudflare Trust & Safety

  Customer Answer

  Date: 01/12/2023

  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/09/2022

  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.

  So for the past few years I have exasperatingly emailed ********** ******* and told them that I could not even view my own ********************************** listings because there was some built in "block" of either me or my IP address I think from their use of "Cloud Flare" as their website hose (we have had difficulties in the past with that host as they hosted some defamatory slanderous links about our law firm and we went them a cease and desist, take down letter based on the Digital Millennium Copyright Act several times. Therefore, we think that their anger and bad feelings carried over to now purposefully retaliate against us and block our ability to view our own listing. We brought it up countless times with ********** ******* staff, such as ***********************, *****, *******************, ***************, and others, but they all seem limited and do nothing to correct the situation, hence the complaint to your agency.

  Business Response

  Date: 12/12/2022

  Hello,

  We have no control over our customer's page. If they are limiting your access or blocking your IP then you will need to contact the domain owner. This situation is between you and the domain owner and Cloudflare can't assist you.

  Regards,

  Cloudflare Trust & Safety
  

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18548151
  
  I am rejecting this response because CloudFlare is their website host and knows fully well that the only ones that can block certain IP addresses or law firms is them, not Martindale *******, which used to be in a book format since the ****s, until con-artist Big Tech companies like CloudFlare stared hiring bad people to drown out the competition on behalf of their bribers.

  Please continue to investigate and advise.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/13/2022

  Hello,

  Cloudflare offers network service solutions including pass-through security services, a content distribution network (CDN) and registrar services. Due to the pass-through nature of our services, our IP addresses appear in WHOIS and DNS records for websites using Cloudflare. Cloudflare is generally not a website hosting provider, and we cannot remove material from the Internet that is hosted by others.
  

  In your situation we do not control the list of visitors to the site martindale.com. You will have to reach out directly to them to resolve the issue. Another option is to file an abuse form then we provide you the host contact info then you can work with in them in resolve the issue.

   

  Abuse form: cloudflare.com/abuse/form

   

  Regards,

  Cloudflare Trust & Safety
  

  Customer Answer

  Date: 12/13/2022

  Then what is this:

  I got an error when visiting www.martindale.com/.
  
  ***********
  

  

  Kind regards,

  -- 

  ********************************, Esq.

  **********************************

  30 ******************************************* style="color: rgb(66, 66, 66); margin-top: 0px; margin-bottom: 0px; font-size: 10pt; font-family: "Courier New";">Suite 8207

  ********, ** 10005

  Tel: **************

  Mob: **************

  Fax: **************

  Toll Free 24 Hour Hotline: **************

  e-mail: ***********************************************

  web: https://**************************/attorney-profiles/

  Ranked amongst Top Immigration Attorneys in the United States by ***************** in 2012 and Top Attorneys Nationwide in 2013.

  Martindale ******* Client Champion 2017 Silver Award Winner, 2020 Gold Award Winner, 2020 Platinum Award Winner.

  Better Business Bureau Accredited Business A+ Rating.

  Association of American Trial Lawyers Top 100 In **************.

  Best Family Lawyers and Immigration Lawyers in ************* in 2022 as published on Expertise.com

  Licensed ************** *********** Broker.

  CLIENT TESTIMONIALS: https://**************************/testimonials/

  This electronic transmission is both personal and confidential, and contains privileged information intended only for the use of the individual or entity named above. If the reader is not the intended recipient, you are hereby notified that any dissemination or copying of this transmission is strictly prohibited. If there are any problems with this transmission, or you have received it in error, please immediately notify us by telephone and return the original transmission to us at the above address via the U.S. *************** Attention: All foreign nationals (permanent residents and children included) are required to report any change in address within ten (10) days to the ***** using Form AR-11. Foreign nationals must report address changes to the ***** by completing this form and sending it to the *****. The form can be obtained from the ***** website at: https://www.uscis.gov/ar-11. Please also notify our office of your new address.

  Business Response

  Date: 12/13/2022

  Hello,

   

  There is nothing we can do in this situation. It's not against our policy or a violation of our terms of service if our users want to deny access to specific IPs. You can try to file an abuse report to see if the host will make any considerations.

   

   

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18548151
  
  I am rejecting this response because a simple rude "denial" that this is occurring, is not a Response, at all.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/15/2022

  Hello,

  
  I'll try one last time explaining our our services and what we are capable so hopefully you can get a better understanding. Cloudflare is a reverse proxy and not a hosting provider. We do not have access to our customer's content.

  
  In your situation you're unable to view a site since the domain owner has a restriction list. It sounds like the domain owner is only allowing certain IPs or geographic areas to access their site. Cloudflare can't make these changes since it's not a violation of our policy or terms of service.

   

  If you want content removed from the site then you will need to file an abuse form located here - cloudflare.com/abuse/form

  
  Once your report is processed, we will provide you with the host contact info and you will need to work with them in removing the content.

   

  Regards,

  Cloudflare Trust & Safety
  

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18548151
  
  I am rejecting this response because CloudFlare's name is all over the Denial of Service messages (see the submitted pictures), as well as the look-up information for Martindale ********* internet security. 

  It is idiotic that CloudFlare feels that they either

  (1) can not remove us from their "insecure IP list" or

  (2) pick up the phone and call Martindale ******* to remove us from this "blocked list," especially when all of the people that we speak to at Martindale ******* have all of the internet security knowledge and savvy, as a pack of silver backed gorillas.

  Get off your lazy tech-dork ***, and fix this, immediately.

  Three years at $300 per month, is too long to wait, for anyone.

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/25/2022

  Type:Sales and Advertising 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.

  Our client BANQUE ************ SA (https://pictet.com) is a wealth and asset management company with 27 offices worldwide.Someone registered the domain name pictet2012.com and set up a website (https://pictet2012.com), which is a fake banking website. The website also impersonates our client and displays our client's logo. According to the ** address, the website is hiddent behind Cloudflare's ** shield service.We submitted on 2 November 2022 a complaint to Cloudflare via the dedicated webform on Cloudflare's website and we sent a reminder on 9 November 2022 to Cloudflare's **************** but we haven't receive any reply so far. Furthermore, the website is still up and running with Cloudflare's ** shield.

  Business Response

  Date: 11/29/2022

  Hello,

  We have gone and processed your report. You should receive an email with the hosting provider's contact info. You will need to work with the host in removing the content.

  For the mean time we have place an interstitial page to warn visitors about the phishing page.

  Regards,

  Cloudflare Trust & Safety
  

  Customer Answer

  Date: 11/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18461496.

  I go from the assomption that the given answer is accurate and hence find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/09/2022

  Type:Order 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.

  Signed up for CF video stream. Service does not work properly. Asked to cancel and be issued a refund. Was told no. Awful service.

  Business Response

  Date: 11/11/2022

  Hello,

  Our billing policy states that we do not issue refund for every purchase - https://support.cloudflare.com/hc/en-us/articles/360025829831

  The support team responded to your ticket and issued a refund today. You should receive it within 3-5 business days.

  Regards,

  Cloudflare Trust & Safety
  

• Initial Complaint

  Date:10/10/2022

  Type:Order 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.

  On 10/01/22, I signed up for the Yubikey Security Keys offer on Cloudflare's website. At the time of signing up the offer, there were no mentions of specific requirements to get the Yubikey offer, besides to click on the button to claim the offer, which I did.On around 10/04/22, they changed the requirements for the offer as part of their terms to have Zerotrust/Active Zone as part of the requirement to get the offer. I received the email for the rejection of the offer on 10/07/22, being retroactively reclined for the offer, despite accepting it prior to the terms of conditions.This is an example of click and bait switch, and I find this kind of practice unacceptable. I would like to request from Cloudflare to honor the Yubikey Security Keys offer as I have done so prior to the change of terms of conditions.

  Business Response

  Date: 10/24/2022

  Hello,

  Please reach out to ******************************** about this request.

  Regards,

  Cloudflare Trust & Safety
  

• Initial Complaint

  Date:09/29/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Following up with complaint #********. I have attempted to contact Cloudflare customer support several times each day this week in order to get them to release my domain from their registrar. The customer service gives me every other reason than the issue at hand to attempt to help, none of which helps at all. At this point I am virtually having to instruct them on the actual problem and I only get one response per day, none of which helps. MY DOMAIN NEEDS TO HAVE A HUMAN GO IN AND DEACTIVATE THE "CLIENTHOLD" and "CLIENTTRANSFERPROHITIED" code in their system. They should know this. They have received proof of the repayment after the chargeback and still are doing the same tactics they did when I first transferred my site.

• Initial Complaint

  Date:09/22/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  This company is hosting a fraudlent website that is pretending to be us. We have tried contacting them many times, and filled out abuse forms but they continue to be ignored. This practice needs to stop as they are frauding 100s of customers a day, let alone ruining our hard earned reputation.