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Business Profile

Computer Hardware

Sucuri

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/24/2025

    Type:Product Issues
    Status:
    Unanswered
    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 place an order on 3/15/2025 with ************************** to get help removing my blacklisting from ******, as this is a service they offer. After placing my order, I tried submitting the form where they were requesting the information about my account so they could look into the blacklisting. The form would not submit even though I was entering the required information. I then submit a form for help. A few hours later I receive a response from support asking about how the form was not working. I responded with the information I knew then asked them to give me a refund since I found a different company to resolve my issue. The next response was another question about the form, completely disregarding my request for a refund. I then respond with another refund request, I get no answer. I then send another follow up email 3 days later with asking for a refund request before I started looking into leaving them a bad rating for not responding to my refund request for no service. I did not get a response. I simply want a refund since they didn't do the service I paid them to do.

  • Initial Complaint

    Date:11/21/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    To Whom It May Concern:I am writing to formally file a complaint against Sucuri (************************.) regarding persistent service failures and an inadequate response to compensation for significant business disruptions.Complaint Details:Company: Sucuri (GoDaddy ****************.)Service Purchased: Website Security Platform - Basic Total Annual Cost: $199.99 Period of Service: January 23, 2024 January 23, 2025 Specific Grievances:Prolonged Website Downtime: Our website experienced multiple extended outages, including one instance of over 20 hours of complete ************************* Impact: *********** incurred over $3,450 in lost resources and time due to these service disruptions.Insufficient Compensation: Despite extensive documentation of issues, Sucuri has only offered a minimal prorated refund of $69.03, which is grossly disproportionate to the actual damages incurred.Unresolved Technical Issues: Our troubleshooting revealed that the problems were directly related to Sucuri's service, not our hosting provider, as initially claimed.Requested Resolution:We are seeking a full refund of the annual subscription ($199.99) and have not even asked for compensation for the documented business losses totaling $3,450.We have made multiple good-faith attempts to resolve this matter directly with Sucuri's support team, including escalating to their billing manager, without satisfactory resolution.I respectfully request the BBB's intervention to mediate this dispute and help us achieve a fair resolution.

  • Initial Complaint

    Date:07/27/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 lost my backups. It's pretty much as simple as that. I was working with them so their software would work with our major hosting provider. After many tries on their end the backups continued to fail intermittently. I stated that I'm not paying for backups that don't work so I wrote them to cancel the subscription. Well when I go to download all the backups, the same or one day later, I find they had been erased. I put in a ticket immediately for it to be fixed and get my backups downloaded.
    I had to write multiple support tickets and they never came to any resolution the ticket would just expire. I logged at least 3 separate support tickets because they kept not responding and letting the ticket expire. I kept after them and after them. Nothing! Finally, 5 month later and I opened another ticket (always trying to keep one active) only to see they state after running me around that it has been too long and they are unable to recover the backups. I'm just kind of beside myself because I contacted them immediately when I found the company deleted my backups. No company does that, especially because we have other services with them not just backup. I mean they deleted it within hours of request to suspend the services. (I never asked my backups be removed. I just didn't want them to conduct backups further since it worked intermittently.)

    Anyway this strikes me as unethical and that this company is going to cause a major error with one of it's clients.

    Business Response

    Date: 07/27/2023

    I am sorry for any trouble this has caused you.
    I want to make sure that I have the right account and am looking at the proper timeline and events that happened:



    On march 30th you requested cancelation we canceled and advised you that as of April 15th the current time paid till your backups would be removed and no longer accessible.



    On April 5th you requested that we reactivate your backups as the issue was resolved


    On April 17th you stated that the issue was not resolved and you wanted to proceed with the cancelation and request a refund for this years backups. We agreed and issued the refund and canceled the backups for you.


    On April 17th 30 minutes after you requested the cancelation you attempted to download the backups that were no longer available.
    We attempted to reach out to our SOC team and even after multiple attempts and multiple tickets from you we were unable to recover that backup.
    Since we refunded you for the past bills and current/future charges of the backups there was no backup to recover and no backup paid for.



    If this is the correct account please let me know. I am unable to recover the backup but as a good faith measure will credit the account 1 year for 1 site. We are also working on backups 2.0 that will fix connection issues that you have seen and when launched I will happy provide that to you for free for 60 days to test and see if you like it. If it is the wrong account please let me know what account I should be looking at.

    Thanks

    Customer Answer

    Date: 07/27/2023

    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.

     

    Thank you for your time and attention to this. 

     

    Sincerely,

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

Sucuri is NOT a BBB Accredited Business.

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