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

  1894 Barrington Street Suite 1100 Halifax, NS B3J 2A8

• 

  Web.com Group Inc

  919 E Jefferson St # 100 Phoenix, AZ 85034

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:03/21/2023

  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.

  ACCOUNT #******** PAID FOR ON 03/03/2023 TO PROVIDE WEB BUILDER SERVICES AND ESSENTIAL WEBSITE MAINTENANCE FOR A SMALL BUSINESS. THE COMPANY CONTINUOUSLY DRAGS OUT THE RESOLUTION PROCESS BY CITING AN EXTRA 24-48 HOURS AND HAS NO REAL SOLUTION FOR ITS WEBSITE FAILURES, CLAIMING TO ESCALATE TO THE HIGHEST LEVEL, AND THAT A SUPERVISOR WILL RETURN MY CALL, WHICH NEVER HAPPENS. THE COMPANY PUBLISHED MY WEBSITE WITHOUT MY PERMISSION AND THEN DENIED DOING SO. I DIDN'T WANT THES WEBSITE PUBLISHED AS ITS CONTENT WAS NOT COMPLETED DUE TO INTERNAL SERVER ISSUES ON ITS BACKEND. THE SERVICE AGENTS WERE NOT KNOWLEDGEABLE ABOUT THE BUNDLE PACKAGES IT OFFERED. THE CUSTOMER CANNOT DELETE A PAYMENT METHOD OR ELIMINATE AUTO RENEWAL EITHER.

  Business Response

  Date: 03/21/2023

  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 several
  team members to understand these issues better and respond appropriately.
  

  We apologize for any frustration the delay in speaking
  with support leadership has caused the customer. Per our research, we see the
  customer had experienced a publishing error and was seeking assistance viewing
  the live site, hence the need to speak with a supervisor. However, after confirming
  the SSL is active and after publishing the site, we can confirm the site is now
  live and secure when navigating to the URL ********************************.
  

  Touching back on the initial publishing complaint, it
  is important to note that when we develop a new website, once out of the initial
  design phase, we must publish the website at least once. This is to ensure the
  new site is present and can be published in the future. From there the site can
  be Unpublished through the site builder at any time, either by customer or by
  the customer asking support. As the customer’s complaint of us publishing the
  site runs contrary to the open tickets where the customer wanted the site
  published, we will leave the site live until such a time the customer
  unpublishes it or instructs support to do so.
  

  Furthermore, general phone support can have
  difficulties outlining all of our products and services, which is why we
  recommend speaking with a product specialist, who absolutely can outline all
  that we offer. Regarding the client’s products auto-renew, please note that
  auto-renew is not a blanket function and that each one of the customer’s
  products has this option. Currently, the only products to have an active auto-renew
  are the domain name and the domain names private registration. We can verify
  all other products do not have auto-renew turned on, which was originally taken
  care of via previous support tickets. We would need further clarification on
  whether the customer now want to remove the auto-renew from the domain and
  private registration products.
  

  That being said, the customer does have the ability to
  turn off auto-renew themselves. They will need to log into their account
  manager and under the dropdown menu under the customers name in the top,
  right-hand corner of the page, they would need to navigate to the renewal
  center. Here, they can select the individual products and choose to disable auto-renew.
  

  We sincerely apologize for any frustration or confusion
  this may have caused.
  

  We wish Tawanda the best in her future business
  endeavors.
  

  Sincerely,
  Web.com Executive Office

• Initial Complaint

  Date:03/06/2023

  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.

  My Husband and I have a website with Web.com. However, it was built on their old platform and we were no longer receiving inquiries because that part stopped functioning on the website. So when I called about the issue, I was told we had to purchase a new website on their new platform. Which we did. We built the website and went live with the website on Friday 2/24. I called to activate my SSL certificate and transfer my domain name from the old website to the new website. I was told everything was transferred and it would take 24-48 hours for the changes to take place and my new website would pop up. Not my old one. Come Monday 2/27, our new website was not showing, it was still showing my old one. So I called again on Monday and was told that it acutally wasn't transferred over. I was on the phone for 40 minutes with the representative. (I unfortunately did not get a name). He said he was transferring everything over while I was on the phone with him. He told me it would take 24-48 hours for the changes to be made. On Wednesday, the domain name still had not been transferred to my new website. I called again and was told yet again that it in fact was not transferred over. I was also told I would get a call back to check the status and no one ever called me. So I called again today 3/3 and asked to speak to a supervisor. I spoke with Ann who refused to transfer me to a supervisor and put me on 2 holds. One for 15 mins and on hold again for another 12 minutes. Then when I asked for the supervisor she put me on hold for a 3rd time and it was a total of 5 minutes and proceeded to transfer me to a voicemail. I then called back again and I then spoke with Vena who refused to transfer me to a supervisor and stated that she would not transfer me becuase I had to go through the whole issue with her again, which I find unacceptable. And she stated because the account in under my husbands name, ******* ********, she stated she could not transfer me which is false becuase I am the one who has been calling and trying to resolve this issue and no other representative told me they couldn't speak with me. I also want the $9.99 refund back I spent to try and do it my self after there were of no help. There has been no resolution and my new website still does not have my domain name transferred to it like it should have been.

  Business Response

  Date: 03/08/2023

  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 support was able to resolve the client's issue with their domain not assigned to their new hosting package, which was caused by the domain still assigned to their old hosting package. Our system will not allow a domain to be assigned to two different hosting packages at the same time, but once the domain was unassigned from the old package it was then able to be assigned to the new one which appears to have happened on 03/03/2023. Our support team did send out a notification to the client by email through our ticket system under case ** ***********. 
  
  We sincerely apologize for any frustration or confusion this may have caused. 
  
  Sincerely, 
  
  New Fold Digital Executive Office 

• Initial Complaint

  Date:01/17/2023

  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.

  Did not provide any services for the agreed amount and was deceived into getting signed up in a recurring payment scheme.

  Business Response

  Date: 01/27/2023

  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 attempted to contact the client; however, they were unsuccessful. We ask that the client contact our customer service department via phone so we can assist with canceling any services the client no longer needs and provide further guidance on any refunds.

  We sincerely apologize for any frustration or confusion this may have caused and thank you for being a customer.
  

  Sincerely,
  

  New Fold Digital Executive Office

• Initial Complaint

  Date:01/09/2023

  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 company is strange. The website says web.com but its like all these little companies and people inside of the domain. Anyways, was just frustrated with the applications side of creating a website with them. The website design feature was glitchy and I had thought i was using a different company. However, when I tried to cancel they are making me jump through hoops. It wont let me remove my credit card information from their website. I called a 800 number posted on their website and some random guy picked up and said that this number was definitely not web.com. I need my services canceled and my card removed from website. I can't get a hold of anyone and the people in chat can't do anything for me. Just need the service canceled. I don't know why they can't just add options to do that through website. It sounds like a scam.

  Business Response

  Date: 01/11/2023

  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 client contacted us on 01/07/2023 and spoke with one of our agents who did disable the auto renew service on their services to allow them to expire. Once the services expire on 02/07/2023, they will be deleted from the account. We have notified the client via email in our ticketing system in 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:01/03/2023

  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 have attempted to cancel my Web.com services 4 times and each time have been told auto-renewal is turned off however it is still active. As well the prices of said services has slowly been increased each month without any notification. I have not received any email/notification of invoice or billing as well. But somehow manage to receive all of their marketing emails.
  (Attached file shows all Invoice #'s

  Business Response

  Date: 01/11/2023

  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 or reach customer support.
  We can confirm our support team attempted to reach out to confirm the client’s request
  or concern, and confirmed autorenewal has been disabled for all the client’s
  services. The products will remain active in the client’s account until the
  next renewal date, and they will naturally expire, unless the client decides to
  manually renew. Should the client reach out to support, please reference case
  number *********, and they would be happy to help.

  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: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,
  

  
  

  
  

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