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:07/19/2025

  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.

  On May 21, 2020, I entered into a $6,000 agreement with Defamation Defenders, located at ****************************************************, to remove or suppress negative articles from ****** search results. The company guaranteed the suppression of these results to at least page 3 for specific search terms. Over five years later, that guarantee remains unmet, despite multiple campaigns and promises to rectify the situation.After two campaigns failed to achieve the promised results, I contacted Defamation Defenders on March 8, 2025, requesting a partial refund of $2,000. I stated clearly that the results still showed the negative links on pages 1 and 2 of ******. I received no reply, so I followed up on March 22, 2025, again demanding resolution or I would proceed with complaints to regulatory agencies and legal avenues.On March 24, 2025, the company responded. While refusing a refund, they offered a "complimentary article campaign" as a final attempt to achieve the promised outcome. On March 25, 2025, I replied, accepting the proposal only if the following terms were met:The campaign would be completed within 90 days,The negative links would be moved off of pages 1 and 2 of ******, and A refund of $2,000 would be due if results were not achieved within that timeframe.On March 31, 2025, Defamation Defenders replied, stating they would proceed with the campaign and honor the guarantee. Despite that assurance, no further updates or results have occurred since that time.On June 23, 2025, with the 90-day deadline approaching, I issued a final notice to Defamation Defenders reiterating the terms of our agreement and demanding a $2,000 refund if results were not achieved by June 29, 2025. I informed them that failure to comply would result in complaints to the BBB, the *********************************, and others. As of today, July 20, 2025, the negative articles remain visible on page 1 of ******. I have not received any communication or a refund.

  

  Business Response

  Date: 08/06/2025

  Hello Dr. ******************* you for your recent correspondence. We understand your concerns and want to assure you that our team has remained fully committed to the success of your campaign.

  
  As of today, we are pleased to report that only one remaining link appears on page 1 of ****** for both of the agreed-upon search terms. This demonstrates significant suppression progress and reflects the substantial work and resources our team has dedicated to your project. Please note the following are all of the links that appeared in search results when you came into our program.  We have done a great job with your campaign. This was a very difficult campaign and we have put so much effort and resources into your campaign.  
  

  The only remaining link left on page 1 for both keywords is the following link:
  *************************************************************

  All the others have been suppressed.  I am so grateful for our SEO team and for the work we have done to this point.  It is not fair that you bring only threats to us at this time. The final remaining link would never result in a $6k refund. We have done 97% of the work with one link remaining.  This is a very sensitive campaign based off the search results.  
  

  The goal is to suppress the link.  We have requested dismissel papers from client and are waiting for these.  If he can't provide them, then we would continue with the suppression campaign.  If he is looking to continue to take this further, a refund of $240 would be due. With over 25 links per keyword of negative links and only one link remaining, It would be in his best interest and ours to finish working on the campaign.  He won't provide the supporting documents to possibly get the link de-indexed or removed from search results, which would give him the outcome he wishes. 

  You can tell that from all the links below, we have done a good job with this campaign and are still willing to continue suppression for the remaining 1 link we have left.  Each link holds a value.  We have suppressed all others.  Client is demanding and threatening us, but not providing the supporting documents nor being reasonable about the amount he believes is owed to him.  

  Keyword(s):
  Dr. ***** ****** Utah
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  Dr. ***** **** ******
  Negative Link(s):
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  To better assist you with the final outstanding link, we respectfully request that you provide dismissal papers, supporting documentation, or any other relevant materials related to that content. This will enable our legal and content teams to take additional, more aggressive steps toward de-indexing or suppressing the remaining result.

  If not, based on our discussions, we would continue with the suppression campaign and get the final remaining link off the search results. 

  We believe this approach will help us achieve a full resolution that satisfies both parties and avoids unnecessary escalation.

  Please let us know if you can share the requested documents at your earliest convenience. We look forward to continuing our partnership in good faith and reaching a favorable outcome for you. 

  
  Best Regards,
  *******

  Customer Answer

  Date: 08/10/2025

   
  Complaint: 23625993
  
  I am rejecting this response because:

  *******,

  I appreciate your detailed reply, but I must respectfully disagree with your characterization of both the contract terms and the performance on my campaign.

  Our signed agreement, dated June 5, 2020, clearly states that all negative links for the agreed-upon keywords must be suppressed to at least page 3 of ****** search results. Your own BBB response acknowledges that there is still a negative link appearing on page 1 for both search terms. This is not 97% complete; it is a material failure to meet the stated contractual standard. The contract does not say page 2 suppression is sufficient nor substantial progress counts as fulfillment. It specifies a minimum of page 3.

  
  While I acknowledge that other links have been moved beyond page 3, the remaining page-1 link means the service is incomplete. The fact that you subjectively view this campaign as difficult or substantially complete does not alter the clear performance obligation in writing.
  Regarding your statement that I must provide dismissal papers to complete suppression the contract contains no such requirement. The responsibility for fulfilling the suppression commitment lies with your company using the strategies you represented at the time of contracting. Introducing new conditions at this stage is not supported by our agreement.

  
  The offer of a $240 refund is not reasonable given the scope of the incomplete performance. As stated in my earlier demand letter, I am requesting a partial refund of $2,000, which I believe is proportionate given the extent of unfulfilled obligations and the length of delays experienced.
  I remain willing to resolve this matter amicably through a fair partial refund and closure of the account. However, if the contractual requirements are not met or a reasonable refund is not provided, I will continue to pursue all available remedies.
  Sincerely,
  Dr. ***** ******
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/18/2025

  Dear Dr. ******************** you again for your reply.
  
  We want to emphasize that our team is actively working on your project, and we remain fully committed to completing your suppression campaign as outlined. Weve made considerable progress: as of our most recent report, 21 out of 22 negative links are now removed from the first three pages of ******* and numerous positive profiles and assets have been successfully launched and are currently ranking well .
  
  You can view the full report of recent activity and SERP screenshots in the attached update documents (Progress Report #2, Phase 17).
  
  At this stage, only one link remains on page 1. While we continue suppression efforts on that result, we had asked about dismissal documentation simply to explore whether additional legal materials might help expedite or support a more aggressive removal. This is not a requirement, but it can be helpfulparticularly when trying to work directly with publishers or appeal to platforms like ******. If the case was not dismissed, then this is all we need to know.  What was the outcome of the case?  It seems as if you are still practicing correct? I have a good idea for directory listings if you are actively practicing.  
  
  Please know that our team will continue working regardless, but if you are able and willing to provide a copy of any dismissal paperwork, that could strengthen our final removal push.
  
  Thank you again for your collaboration. Were optimistic about concluding this campaign successfully and will continue keeping you updated on all progress. We are not stopping on your campaign.  The campaign is hard but we will find a way.  

  Thank you, 

  Bethany 

   

  Customer Answer

  Date: 09/21/2025

   
  Complaint: 23625993
  
  I am rejecting this response because:

  Thank you for your reply dated September 18, 2025. I have conducted independent ****** searches for the agreed-upon keywords, and the results show the following:

  Search term Dr. ***** ****** Utah:
  1 negative link on page 1
  1 negative link on page 2
  1 negative link on page 3

  Search term Dr. ***** **** ******:
  2 negative links on page 1
  1 negative link on page 2
  1 negative link on page 3

  These results indicate that the contractual guarantee suppression of all negative results for the specified keywords to at least page 3 has not been fulfilled.

  To clarify:
  The original contract dated June 5, 2020, explicitly requires that all targeted results be suppressed to page 3 or beyond. Substantial progress or partial completion does not satisfy this obligation.
  There is no contractual requirement for me to provide dismissal paperwork or other documentation. For the record, my case was dismissed in full, my criminal record has been expunged, and I am practicing medicine without restrictions.

  Given the ongoing nonperformance and repeated delays over five years, I respectfully request a partial refund of $2,000 to resolve this matter. I hope Defamation Defenders can provide a response and resolution promptly so that this complaint can be closed amicably.
  I remain open to resolving this matter cooperatively and hope that we can bring this issue to a fair and timely conclusion.

  Sincerely,
  Dr. ***** ******, DO

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

  

  Business Response

  Date: 11/17/2025

  Dear Dr. ******************** you for your follow-up. We would like to clarify several important points regarding your project and our ability to complete the contracted work.
  
  1. We will continue suppression work, but the lack of documentation prolongs the project and limits options.
  
  You have stated that your case was dismissed and expunged and that you are practicing medicine without restrictions. Those documents are extremely helpful to our efforts, particularly for the remaining page-one result.
  
  To be clear:

  We have continued and can continue suppression work without these documents.
  However, without dismissal and expungement documentation, important strategiessuch as certain legal removal requests or stronger de-indexing appealsare much harder or, in some cases, unavailable.
  This means the project takes longer and relies more heavily on ongoing SEO-style suppression, rather than combining that with documentation-based removal attempts.
  
  Given that you state these documents exist and support your position, it is difficult to understand why they would not be shared with our team if the goal is to resolve all remaining results as efficiently as possible.
  
  2. A refund of $2,000 is not proportionate to the remaining work.
  
  Over the course of this five-year project:
  
  Multiple negative links tied to the agreed-upon keywords have already been suppressed to pages 2, 3, and beyond.
  We are now dealing with a small number of remaining links, including a single primary page-one result that is inherently more resistant.
  Our team has continued to work and monitor results even during periods when requested documentation was not provided.
  
  Because the majority of the work has already been completed, a refund in the amount of $2,000 does not accurately reflect either the scope of services delivered or the time invested. Any refundif consideredwould need to be aligned with the limited portion of the project that remains outstanding, not the entire engagement.
  
  3. Client cooperation is a material part of completing reputation projects.
  
  While the contract may not specifically name expungement paperwork as a required document, reputation and removal work necessarily depends on:
  
  Complete and accurate information from the client
  Timely cooperation in providing supporting documents when legal or record-based content is involved

  For cases related to legal matters, professional licensing, or criminal records, platforms and publishers are far more likely to consider removal or de-indexing requests when supported by official documentation. Without that cooperation, our strategies are constrained and timelines are extended.
  
  4. We remain willing to continue working toward full resolution.
  
  Our goal is the same as yours: to minimize and, where possible, remove or suppress negative results associated with your name.
  
  We remain committed to:
  
  Continuing suppression efforts on the remaining links; and
  Promptly pursuing additional removal and de-indexing strategies if you provide the dismissal, expungement, and any relevant licensing or court documents.
  We believe a cooperative approachwhere both parties contribute what is neededis the fastest and fairest path to resolving the matter.
  

  5. Summary
  
  We have completed a substantial portion of the contracted work over a five-year period.
  We are continuing to work on the project, and are not refusing service.
  The absence of supporting documents prolongs the project and limits additional strategies that could help resolve the last remaining results.
  For these reasons, we do not believe a $2,000 refund is fair or proportionate.
  
  We remain open to a cooperative resolution and are ready to move forward as soon as the requested documents are made available.
  

  Sincerely,
  Defamation Defenders Support Team
  
  

• Initial Complaint

  Date:01/31/2025

  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.

  In April 2024, i wanted a video of me removed from *******. Defamation defenders made me an offer where they would try and remove the video for $2,000 with a money back guarantee. Shortly after they send a email from ******* stating that they would not take down the video due to it not violating there policies. I asked for the refund and ****** *. an Account Manager for the company said that the refund was still valid but what to try other methods to have it removed. In another email he stated that he was still waiting for a response from ******* even though I had received a email weeks ago saying ******* would not remove because it didnt violate there guidelines. After months of delays on his part, in December I made it clear I wanted a refund. I spoke with his manager it was approved and on 12/9/24 ****** *. Emailed me saying the refund would be mailed out in a week or two. In January I reached out to him again about the refund and he said his managers were still waiting to approve the refund. Since the beginning ****** *. has been delaying the process, promises he will call you and does not.

  

  Business Response

  Date: 04/20/2025

  To Whom It May Concern:
  We appreciate the opportunity to respond to Mr. ******* concerns and sincerely apologize for the delays and inconvenience he has experienced.

  In April 2024, Mr. ****** engaged our services with the goal of removing a video from ******** As part of our agreement, we offered a money-back guarantee should the removal be unsuccessful. 
  Our team made multiple attempts to have the video removed, but unfortunately, we were unsuccessful due to platform restrictions and their current content policy. While we exhausted our standard removal channels, we understand how important this matter is to you and take your concerns seriously.

  We understand Mr. ******* frustration with the delays in communication and refund processing. The representative he was in contact with, ****** *., is no longer with our company. Unfortunately, this transition contributed to a breakdown in follow-up and timely support. We take full responsibility for this lapse and are actively working to resolve the matter.

  We would like to confirm that Mr. ******* refund has been approved and is scheduled to be issued within the coming weeks. Once processed, we will provide confirmation directly to Mr. ************* value Mr. ****** as a client and are committed to ensuring a fair resolution. We appreciate his patience and apologize again for any inconvenience caused.

  Thank you for your patience and understanding.
  
  

  
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 22884338
  
  I am rejecting this response because: as of today 4/24/25 they have not reach out to me. I am still waiting for my refund 
  
  Sincerely,
  
  Mir Sultan

  

  Business Response

  Date: 05/21/2025

  Hello! 
  
  I would like to confirm that we will be mailing the refund check this week to Mr. ****** to the following address: 
  
  *** ******* Sultan
  ********************************************************************************
  
  We have processed the refund and are preparing the cashiers check. We will mail the check this week.   Once the payment has been sent, we will follow up with tracking confirmation to both Mr. ****** and the BBB.
  
  Thank you, 
  
  Sincerely,
  The Crew At Defamation Defenders

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 22884338
  
  Yes this is my address. One I receive the check, I will resolve the complaint 

  
  Sincerely,
  
  Mir Sultan

  

  Business Response

  Date: 05/29/2025

  Hello! 

  We are writing to provide an update regarding the resolution of the complaint filed by Mr. *** ******* Sultan.
  
  As of yesterday, we have successfully sent Mr. ******* refund via cashiers check to the following address:
  
  *** ******* Sultan
  ********************************************************************************

  
  The check was shipped via ***** and can be tracked using the following tracking number: 881594407682.

  This letter is on track to be delivered by 5pm on May 30, 2025.  You can track this via the ***** App. Estimated time of arrival is 9:20-1:20 PM Tomorrow. 

  We kindly request that the BBB close this dispute upon confirmation of delivery and receipt of the check by the client. We appreciate your assistance in facilitating this matter and thank Mr. ****** again for his patience and for being a customer.

  Best Regards, 

  *******

• Initial Complaint

  Date:09/19/2023

  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.

  This business reached out to sell their services of which I bought into two of their offerings. They verbally over the phone said part of the issue would be resolved within the week and the other within a few weeks. Neither of which happened. The biggest issue, which they were well aware of, was never resolved at all. Their email/contract states services will be completed in 21 days which absolutely did not happen. It has now been 3.5 months and my case was dropped a week after this payment and my record has been expunged as of last week, both quicker than they were even able to do anything and have been ignoring several emails for the last few weeks when requesting a refund for services not completed. I would like my money back in the total amount of $1300.00 that was paid on 6/2/23. It's really upsetting that they take advantage of people already going through such a hardship and make even more with promises they never intend to accomplish.

  

  Business Response

  Date: 11/09/2023

  Please see attached.

• Initial Complaint

  Date:07/30/2023

  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.

  Signed a contract on December 24th of 2022. Paid $5000. Company was supposed to perform SEO management activities to defend my reputation against a negative article online about threatening **** (which never happened) as well as a horrific mug shot from the false allegation. This article and attached photo led to many problems with my career and personal life and was worth $5000 to have it bumped down, below the articles exhibiting and displaying my 22 years of successes and accomplishments. Im a very accomplished person who already had 3+ entire pages (30+ links) about me and my accomplishments online. All they had to do was work with what I have already online and do a small amount of focused, skilled work, in the area they promised. Of most of their clients, Im probably one of their easiest cases as I have so many successes and accomplishments, including building and running as CEO a medical device company worth over $20 million. Yet they didnt do anything except create junk links with no real content and simple, repeat Bios that bumped my good articles and links down and left the HIGHLY negative one still at the top and the mug shot / attached photo still in the first position. This was after I sent them at least 10 photos to use, none of which have been implemented or used. Its now been over 8 months! I was told by ***** and then Mark they I would see the negative articles and photo on at least PAGE 3 by 6 months absolute **** Yet they are still both in the FIRST position on the FIRST page on many searches and sometimes the second position on the first page, depending on the location of the search. They 100% scammed me. *** approached **** about this and he blew me off. Said he would fix it then I never heard from him again. 100% false advertising, scam. I did not receive any services and therefore should not pay any money to this company. They owe me a refund. Supporting documentation available upon request. Please be specific and I will furnish.

  

  Business Response

  Date: 08/28/2023

  Hello, 
  Please find all the work that we we have made significant progress on this clients ********************* campaign.  We are confident in our abilities and work with our clients until results are achieved. Sometimes this takes longer than expected given the circumstances of the published webpages that appear in the search results for each case  This being said, this entire process to suppress negative results can take time. Sometimes our clients do not see the progress that we do. At the time of sign up we do our best to give clients realistic expectation of what they can expect but sometimes it is out of our control given the situation. But on this campaign specifically, we have done a good job at controlling the search results and ranking assets on page 1 of google.  And will continue to suppress the negative results and replace the sites with more positive online assets that in time will outrank the negative results. 
  All SEO work is done manually to ensure best results and avoid any penalties that *** be caused by any machine generated involvement into key SEO activities. Attached you will also find the resolution provided in terms of strategy for our client sent to her on Aug. 4th to further discuss her frustrations with the progress of the campaign.   We are doing our best and will continue to do our best to achieve the desired results for our client.  
  At the beginning of the campaign, the search results looked much different than they do today, hence our campaign is working and we have done a lot of work on this campaign and will continue to do so.
  ***************************
  Screenshot P1: **************************;
  Screenshot P2:*********************
  *************************** ********
  Screenshot P1: *********************
  Screenshot P2: *********************
  Negative Link(s): ***************************************************************************
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  ******************************************************
  Included in this response is: 
  - Email Response to Complaint w/Resolution & Explanation of Search Results
  - ********************* Campaign Reports (Phase 1) 
  - ********************* Campaign Reports (Phase 2) 
  - Progress Made (Screenshots) of the ********************* Campaign 
  We will continue to work with the client.  If the client's case has been dismissed by the courts, we would like to kindly request that she provide the supporting documentation so that we can integrate those documents into our strategy and work with administrators to get the articles completely removed from search results given that we have the proper supporting documentation from the courts to provide to our Removal Team so they can take action using another method also.  Additional solutions and new strategy has been provided and will be executed for the clients campaign. 
  
  Thank you in advance. 
  *******

• Initial Complaint

  Date:02/08/2023

  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.

  On August 26, 2020, I hired Defamation Defenders in *******, ** to help suppress an internet article. Upon doing research they seemed like a reputable company that offers "guaranteed results." It has been over 2.5 years and nothing has been accomplished. I have sent countless ignored emails as well as followed up with their supervisor whom is completely unresponsive. I warned them multiple times that without them responding back I would be filing complaints and seeking all my money back. I paid them $3,500 on 8/26/2020 and another $1,250 on 10/5/2020 , for a total of $4,750. I am due this money back as my online reputation is now completely smeared. Their failed work has created a mess that I have to have professionals now clean up and spend more money on. This company was supposed to provide me that service and peace of mind. This paid service cannot be completed by them. All receipts have been retained for records.

  Customer Answer

  Date: 03/21/2023

  Hello, could you please close my complaint out with Defamation Defenders out of *******, **? They have contacted me and provided a satisfactory resolution to my issues. I now consider this matter resolved and am happy. Thanks!
  Sent from ********************* (********************)