Complaints

This profile includes complaints for Web.com Group Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Web.com Group Inc

  5335 Gate Pkwy Jacksonville, FL 32256-8080

• 

  Web.com Group Inc

  1425 N Washington St Spokane, WA 99201-2437

• 

  Web.com Group Inc

  300 Congress St Quincy, MA 02169

• 

  Web.com Group Inc

  228 West Point Belleville, IL 62226-1124

• 

  Leads.com

  10021 Balls Ford Rd Ste 200 Manassas, VA 20109-2666

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:12/02/2022

  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.

  Contacted Web.com to access my Site. They can not provide access so I can not backup my information. They claim it's my email, but it works and functions fine and has for many years. Been a customer for years, but asked to discontinue service because of the access problem. They keep saying the same thing, and will not provide access. I just got a notice that my billing will escalate to a higher price? I thought I made it clear that I wanted to get my information and discontinue 11/30/22. Customer service takes forever and wait times to get anything done is long. They are not providing any help.

  Business Response

  Date: 12/09/2022

  We have received the complaint for ****** ******* 
  
  \ 
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with several team members to better understand these issues and respond appropriately. After completing a full review of the account, we can confirm the following:? 
  
  
  *We can confirm that the client has cancelled their website services with us, and the services will be deleted after the next billing cycle completes. We apologize for any issues the customer may have had related to using the product. 
  *With regards to account access, we can confirm that a password reset link was sent to the customer’s email address on December 1st. If it is still necessary for the customer to access their account and they are unable we would recommend the client contact customer service at their best convenience. 
  *With regards to the client's feedback regarding price changes, unfortunately prices are subject to change as is common with many subscriptions or term-based services. We do our best to notify customers of these changes, and apologize for any inconvenience.  

   We sincerely apologize for any frustration or confusion this has caused and wish Robert the best of luck in their future endeavors.? 

  
  

• Initial Complaint

  Date:11/28/2022

  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 use web.com for my plumbing business, they deleted my email account and website, when I called to ask why they said nonpayment, they had my credit card on file so I asked why nothing was charged, she told me the price I paid was grandfather in, I told her I didn't care what the cost was I need to access my email as I run a plumbing business and its very important to access my email, she then told me my old email was deleted and all my contacts new and old emails as well, they had my credit card on file yet they didn't charge me, I was on the phone with them for an hour only to delete my website and pay a lot of money for my emails which I can't access till tomorrow, all of my important emails new and old are all erased because they didn't want to charge me the original price, How am I to recover anything, they never sent an email, they didnt call the office number, and having my credit card on file why wouldnt they charge it? Its because they wanted more money,

  Business Response

  Date: 12/06/2022

  Dear Better Business Bureau,  
  
  We have received the complaint for ******* ******, complaint #********. 
  
  Please know that we apologize for any frustrations the client has experienced.
   
  Our client’s product dates back to 2013, which is no longer a service we offer. Unfortunately, we were unable to process payment through the primary payment method on file, and sent email communications on 9/24/2022, 10/22/2022 and 11/19/2022 to our customer’s email on file notifying our client of this. We recommend our client contacting our business consultants by calling **************, as we have many offerings for our client’s needs. 
  
  In light of clarification to the response of the client, Web.com considers the matter closed and asks that the BBB will do the same.

• Initial Complaint

  Date:11/28/2022

  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.

  In January 2020, I opened a Business through the help of LegalZoom called ****** ******. Part of the package had a checklist and I was provided a reference to Web.com. The website handlers immediately made contact with me and seemed highly professional, skilled, and capable of meeting the needs of my company and what I was looking for to ensure my business had what it needed for a capable website. It was at this point, I felt I was being scammed. I shelled out at least $1500 between all the products, such as Domain Name, Letter Heads, Envelopes, Business Cards, and Trademarking Logo for my Business ****** ******, plus having a capable three-page website with dropdown selections. The website was never delivered, and I was bombarded with phone calls and emails asking for more money. At no point would they give me a finalized product for the website so I "Gave up" on web.com. It's been about two years since I heard anything from web.com, and now the scammers at Web.com are coming after me for $20 monthly recurring payments on this account. I have called them at least ten times in the past twelve months to cancel my subscription and nothing has happened. Can someone at BBB help me to ensure my account and all the products and services for the domain name: paltersportscard.com is canceled and no longer active? I have exhausted all means. I am a retired Disabled Marine just trying to survive in today's economy.

  Business Response

  Date: 12/01/2022

  Dear Better Business Bureau,

  We have received the complaint for **** ****** complaint # ********

  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with our team members to understand these issues better and respond appropriately. 

  We can confirm that the monthly ecommerce website package, SSL certificate, monthly marketing service, and domain registration for paltersportscards.com has been deactivated from the auto renew service by our support team when the client reached us on 11/27/2022 and documented in our ticketing system under case ID *********. The services will not renew on the next listed billing date in the client's account, and the services will be deleted within 30 days after they expire. We have notified the client that the issue has been resolved, and apologized for the inconvenience and negative experience via email in our ticketing system under case ID ***********. 

  We sincerely apologize for any frustration or confusion this may have caused. Should the client need further assistance, we would recommend the client reach out to support.  
   
  Sincerely,

  New Fold Digital Executive Office 

• Initial Complaint

  Date:11/15/2022

  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.

  So, I bought a website packaging on 11-9-2022 (order number# **********). I then also order my domain to be transferred to them (order number #**********) ... also on the same day. It took until 11/15/2022 for them to tell me I can't transfer my domain from google, and because its paste the 3 days I can't get a refund. So, they bated me into this and can't perform what their website states it can.

  Business Response

  Date: 11/23/2022

  We have received the complaint for ***** *********, BBB complaint ID ******** 
  . 
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with several team members to better understand these issues and respond appropriately. After completing a full review of the account, we can confirm the following:? 
  
  Unfortunately, the client is not able to transfer their domain registration to us because their domain has not been registered for 60 days. ICANN Policy prohibits the transfer of any new domain registration that is less than 60 days old. Our research shows the domain was registered on 2022-11-07, and can transfer to us 60 days after that date.  
  Despite not being able to transfer their domain registration into us, they can still use the domain for a website built with us. Our technical support can help assist in connecting a 3rd party domain to a site built with us.  
  
   
   
  We sincerely apologize for any frustration or confusion this has caused.? 
  
  We wish *****. the best of luck in their future endeavors.? 
  

  Customer Answer

  Date: 11/28/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:

  Why wasn't I told this when I started? I put that website in when creating the account. If I would have known, I couldn't use this service I wouldn't have purchased it. 

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 12/06/2022

  We have received the complaint for ***** *********, BBB complaint ID ******** 
  . 
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with several team members to better understand these issues and respond appropriately. After completing a full review of the account, we can confirm the following:? 
  
  As mentioned in our previous response, the client does not need to have their domain registration with us in order to use our website hosting services. They would just need to request Google to connect the domain to our DNS servers.  
  If a domain name is registered with us, there is a notification in their account stating that the domain cannot be transferred for 60 days. In this instance we would need to refer the customer to their domain registrar for any transfer issues such as notification that their domain could not be transferred. As stated previously, the client does not need to transfer their domain registration to us to use the website hosting services that were purchased in November.  
  
   
   
  We sincerely apologize for any frustration or confusion this has caused.? 
  
  We wish *****. the best of luck in their future endeavors.? 
  
  
  

• Initial Complaint

  Date:11/14/2022

  Type:Billing 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 had a privacy registration on register.com many years ago. I cancelled the service about 5 years ago and all was fine. 3 years ago the service reactivated without my consent and charged for 2 years without me noticing (it was a $14 charge, which didn't raise any flags). I disputed through PayPal and received a refund and had the company yet again cancel the account... I have just received notice that the account is active again and ready to renew. I cannot remove my card and have contacted them to cancel (but I've done this all before).
  
  I want the service fully removed from my account and my card removed as well. This is horrible.

  Business Response

  Date: 11/22/2022

  We have received the complaint for ******** ******, complaint # ********.

  Please know that we take customer dissatisfaction very seriously.
  As a result, we have reviewed this matter thoroughly with our team members to
  understand these issues better and respond appropriately.

  Our support team has been attempting to reach the client regarding
  their concerns and have been unable to reach them with the contact information
  provided in their response. We created a case on behalf of the client, and we
  would recommend the client reach out to our support team via chat or phone so
  we can resolve their billing concerns. Reference case numbers: ********** *********.
  Our support team hours of operation are 7 am-midnight EST at ** ************.

  We sincerely apologize for any frustration or confusion this may
  have caused. We would recommend the client reach out to support when they are
  available.

  Sincerely,

  New Fold Digital Executive Office

  Customer Answer

  Date: 11/22/2022

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********. I spoke with a rep yesterday and while they assured me the item would be deleted, it has not yet been.
  

  I will check again tomorrow. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:11/07/2022

  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.

  Web.com had a promotion to try there website builder for 4 weeks, for one months price, but after finding they did not offer any of what they said like personalized support I decided after 7 frustrating hrs. to cancel the service. There was no mention of auto renew or term as I chose a month to month program. But when I tried to cancel there is no way to stop the auto renewal and they wont even answer through help desk how to cancel the service. I was not looking for a refund, i tried and I don't want to buy another month. But they retain all your Info. wont let you cancel or stop the service that didnt work well to begin with. and tried to scam me into changing over to a yearly billed account in order to cancel. I didnt do this and will be reporting them to my bank and making sure my card is canceled. But these guys should be investigated for fraud and false advertising, unlawfully keeping peoples information and pictures and company information. I see im not the only complaint about the same issues.

  Business Response

  Date: 11/08/2022

  Dear Better Business Bureau,

  We have received the complaint for ******* ******* complaint # ******** 

  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with our team members to understand these issues better and respond appropriately. 

  We can confirm that our support team has disabled the Auto Renew on the monthly services the client does not wish to keep, and refunded the $2.95 charge back to the credit card that was charged. This may take up to 5-7 days to process. 

  We sincerely apologize for any frustration or confusion this may have caused. Should the client need further assistance, we would recommend the client reach out to support.  
   
  Sincerely, 

  New Fold Digital Executive Office 

• Initial Complaint

  Date:10/28/2022

  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.

  On October 14th, after working with the Web.com modifications team, I published a new website using a web.com template. I am a legacy web.com customer (meaning on the old web.com platform because I have been with them for 7-8 years) and they have said that there is some complication they have with hosting my new site. Not my problem. As of October 14th, my website has been DOWN. I have called the support lines over 10 times with no resolution. They keep referring me to different support depts who supposedly are fixing the problem, but it has never gotten fixed. I get new ticket numbers, it seems, with every call. Now I have been told as of 10/25/22 that I have been escalated to the higher level tech service dept because my site " is hung up" according to the rep. She said this should be an easy fix and she is making sure they take care of it immediately. It has been 48 hours and zero resolution. My ticket number is *********, (if you send this info to them), and I expect my site to be immediately published and I should get some compensation for the loss of business I have experienced over the last 2 weeks.

  Business Response

  Date: 11/03/2022

  We have received the complaint for Helen Whitehead, complaint # ********.

  Please know that we take customer dissatisfaction very seriously.
  As a result, we have reviewed this matter thoroughly with our team members to
  understand these issues better and respond appropriately.

  We can confirm our support team worked on behalf of the client to
  correct any website or domain issues to bring the main website online. Research
  found the client’s domain name was in a separate account than the website and
  hosting package. This caused connection issues which were escalated to our
  engineers for resolution and we have consolidated the client’s domain and
  website in one account. Additionally, we can confirm our support team reached
  out to the client on October 31st, 2022, to confirm the client is satisfied
  with the resolution and apologize for the delay. The client can manage their
  services through their account control panel, including their services,
  billing, and renewals.

  We sincerely apologize for any frustration or confusion this may
  have caused. Should the client need further assistance, we would recommend the
  client reach out to support.
  
  Sincerely,

  New Fold Digital Executive Office
  

  
  

• Initial Complaint

  Date:10/17/2022

  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.

  *** ******* the sales agent informed me after making the purchase that I would own my domain and make sales from the website. I bought the whole package after a month I have a professional team designing my website it looked terrible. I was too embarrassed to even launch the website. I tried to call **** to adjust and fix the design of my website however I received little help. I was misled initially by the sales rep. Now the company is refusing to refund me for a website that never was launched. I paid for services that did not get rendered. I spoke with several representatives from the Philippines. I waited on hold three hours and hopes to speak with a supervisor but they were only available to chat to the representative and not available to speak with me over the phone. They kept saying their policy that I could only get a refund within three days. But it takes 30 days to create the website. So how would I know if I needed a refund if my website wasn’t even created yet. I want a full refund based on the fact that I was misled by *** who should be fired. And for the fact that my website never launched because the web design was trash.

  Business Response

  Date: 10/27/2022

  We have received the complaint for ******* ******, BBB complaint ID ******** 
  . 
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with several team members to better understand these issues and respond appropriately. After completing a full review of the account we can confirm the following:? 
  
  We can confirm that we have provided the customer a partial refund as noted in the client's attachment for some hosting and website fees. We unfortunately do not provide refunds for the original website design as part of the cost of website setup includes the labor hours to build the site. Unfortunately, the customer was not pleased with the site design and the services was cancelled. 
  
  At this ***e, we believe this matter to be closed as we have provided a refund for all services which fall within our refund policy. 
   
  We sincerely apologize for any frustration or confusion this has caused.? 
  
  We wish ******* the best of luck in their future endeavors.? 
  

• Initial Complaint

  Date:10/05/2022

  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.

  WEB.com is a scamming website builder. The charge to build a website cannot be canceled and your account cannot be deleted. My information is trapped, including my debit card information. There is a chat support client that is only meant as a distraction. I looked at reviews online and many other people have had issues with this website making unauthorized charges once given card information. I have canceled the card and ordered a new one but I want to delete my account as well.

  Business Response

  Date: 10/05/2022

  Dear Better Business Bureau,

  
  We have received the complaint for ******** *****, complaint #********. 

  
  Please know that we apologize for any frustrations the client has experienced. We have reviewed the client’s response and have revisited their concerns. 

  
  Upon reviewing the account, we see that you are not listed as the primary account holder and according to our cancellation policy, only the primary account holder can cancel an account or product associated. We have tried calling the complainant multiple times but were sent to voicemail each time. We have followed up with an email advising them of the above findings and advising the steps necessary if they would like to become the primary account holder so they can then proceed with canceling services. As a note, our cancellation policy also states that clients have 3 days from their original purchase date of a product to cancel and receive a refund.  

  
  In light of clarification to the response of the client, Web.com considers the matter closed and asks that the BBB will do the same.

• Initial Complaint

  Date:09/19/2022

  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.

  Check my call log. The calls are recorded. I am on hold right now with the 5th person. I am a small business owner and I NEVER get justice when it comes to help. I deserve a discounted rate for all the time wasted getting customer service. Customer service is terrible and has always been terrible . please accommodate my request for a free upgrade of services for the money I pay or discount my rate for all of my inconvenience. This is delaying my business production and i am so angry. Every time I call web.com for help i end up feeling like crying because of the bounce around i get. I do not deserve this humiliation and I am paying you to be my partner is business and you are failing miserably on your end of the partnership.

  Business Response

  Date: 09/30/2022

  We have received the complaint for ******* *****, complaint # ********.

  Please know that we take customer dissatisfaction very seriously.
  As a result, we have reviewed this matter thoroughly with our team members to
  understand these issues better and respond appropriately.

  First, we would like to apologize for the inconvenience
  experienced during the client’s efforts to work with customer support. We can
  confirm our support team reached out to gain clarity on the client’s issues,
  and they were advised the contact form on the website was not sending out
  communications to the designated email. Support escalated the issue over to our
  modifications team, who are investigating and working to implement changes to
  resolve the matter. We will continue to work with the client until the website
  contact form or any other website issues are resolved.

  We sincerely apologize for any frustration or confusion this may
  have caused. Should the client need further assistance, we would recommend the
  client reach out to support.
  
  Sincerely,

  New
  Fold Digital Executive Office