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

  44644 11th St E Lancaster, CA 93535-3351

• 

  Web.com Group

  1894 Barrington Street Suite 1100 Halifax, NS B3J 2A8

• 

  Renex Inc

  San Diego, CA 92119

• 

  Web.com Group Inc

  1425 N Washington St Spokane, WA 99201-2437

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:09/12/2022

  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.

  We have 50 emails accounts through web.com/register.com. We have been having multiple problems and rather than fixing them, they open a ticket and send it to the "off line" group to fix. The "off line" group closes the tickets and our problems never get resolved. We have one email account we have called about 5-6 times with no resolution. I called about this account on 9/7/22 and again today 9/9/22 and was told this ticket has been closed!!! The problem has NOT been solved. When asked to speak to a supervisor or someone to elevate our concern, we are told that supervisors can't help any more than the person who takes our calls. Basically, there is no one who can solve a problem, no one who cares or will even try. We have been a long term customer with register.com for over 12 years. It was a good service in the beginning, but the inability to get help or get an issue resolved is beyond frustrating. We have been on the phone with this company for hours over the past month and not one issue has been fixed.

  Business Response

  Date: 09/22/2022

  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.

  We can confirm our support team has been trying to reach the
  client to assist with their concerns, and on September 15, 2022, they were able
  to establish contact. Research found the client set up multifactor
  authentication on their email, and they did not have the code to provide,
  preventing webmail access. Our support team were able to assist the client by
  removing the multifactor authentication and assisted the client in accessing their
  webmail services. We can also confirm our support team have provided the client
  with the best contact information to reach the department that handles support
  for their services.

  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:09/06/2022

  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.

  On August 25, 2022 I received and email explaining I needed to change my server due to a change with Apple. I proceeding to make the change but had issues so I called their help line. After trouble shooting the issue they had me try a completely different server that was not even mentioned in the email. We continued to troubleshoot but was then told I needed to buy MyTimeSupport which had a cost to it. Instead of paying for the support they had me renew my domain name and was given free support. I was told I would have 30 days and would have support setting up all my emails. When speaking to MY Time they told me they could only due one email and I would have to pay for additional support. After speaking with a supervisor he said I only had 60 minutes of support and would need to buy additional support time. This was not in any of the conversations with the previous agent. So unless I pay for help I am unable to properly reset my email on my apple phone

  Business Response

  Date: 09/13/2022

  Dear Better Business Bureau,  
  
  We have received the complaint for ***** ****** complaint #17900293. 
  
  Please know that we apologize for any frustrations the client has experienced. We have reviewed the client’s response and have revisited their concerns. 
  
  We are sorry to hear about the experience you’ve had in regards to setting up your additional email accounts. In response to this matter, we have created a free ticket with enough time to finish troubleshooting your additional 3 email accounts. Please refer to ticket 23265741 when MyTime Support. 
   
  In light of clarification to the response of the client, Network Solutions considers the matter closed and asks that the BBB will do the same. 

  Business Response

  Date: 09/13/2022

  Dear Better Business Bureau,  
  
  We have received the complaint for ***** ****** complaint #17900293. 
  
  Please know that we apologize for any frustrations the client has experienced. We have reviewed the client’s response and have revisited their concerns. 
  
  We are sorry to hear about the experience you’ve had in regards to setting up your additional email accounts. In response to this matter, we have created a free ticket with enough time to finish troubleshooting your additional 3 email accounts. Please refer to ticket 23265741 when MyTime Support. 
   
  In light of clarification to the response of the client, Network Solutions considers the matter closed and asks that the BBB will do the same. 

• Initial Complaint

  Date:09/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the Pro Website package and have yet to be able to use it. I have called and called only to be sent from one dept to another. If you can't supply the service then I want my money back. You all have TERRIBLE customer service!!!!

  Business Response

  Date: 09/09/2022

  We have received the complaint for Robert Criner, complaint # 17810740.
  
  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 on September 6, 2022, our support team was
  able to reach the client and provide a walkthrough of their Pro Directory
  services. They were able to assist the client in accessing their online
  marketing hub and connecting their business Google listing. We can also confirm
  our support team have provided the client with the best contact information to
  reach the department that handles support for their Pro Directory services.
  
  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

  Customer Answer

  Date: 09/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID 17810740, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:08/30/2022

  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.

  Today I received an email from NETWORK SOLUTIONS advising me that I could reinstate my services by contacting them for details.
  I phoned and was connected to a person named ‘Sam’.
  I told him that it had been nearly two years since I had renewed with them for my website www,vasilisshoes.org.
  I mentioned that I had been out of touch for some time; but now had a need for my ‘portfolio’ website.
  NB: my site was an homage to a designer of shoes who worked in Crete, Greece between 1943-1070. I designed and imported all the material using their web design tool. It was totally my intellectual property. It was solely an informational site.
  
  
  I asked Sam to give me AN ALL INCLUSIVE PRICE for getting my website up and on line for a year.
  I was quoted a price of US$227.76 and told the website would be available on line in less than 24 hours.
  Since I had done business with this company for many years, I gave my Amazon card number to pay.
  As soon as I paid, I was asked to hold and was quickly told that I HAD. NO WEBSITE. IT WAS DESTROYED WHEN I LAPSED. ALL I WOULD BE GETTING FOR MY $227.76 WAS ‘PROTECTION’ FOR MY NONEXISTENT SITE.
  I immediately asked that they stop the transaction and they then lapsed into double talk.
  I asked for an immediate email indicating I had not been charged but only received notice that I was now ‘protected’.
  I have been very I’ll, just getting back on my feet and this outrage just stymies me.
  How can someone charge you for cyber protection when you have nothing to protect?
  
  I want an immediate refund.

  Business Response

  Date: 09/08/2022

  We have received the complaint for Jae Brown, complaint # 17782409.

  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 the client’s hosting package expired September 15,
  2021, and was later deleted on October 22, 2022, due to non-payment. Due to the
  amount of time that had lapse since the hosting package was deactivated, the
  client’s website content is unrecoverable. We can also confirm our support team
  have refunded the charges for the services renewed or purchased on August 26,
  2022, totaling $227.76, and sent notices advising of the refund. Please allow
  five to seven business days for the funds to reflect on the account charged.
  
  Refund Claim IDs for the client's records.
  1642990, 1642991, 1642993, 1642995

  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:08/26/2022

  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.

  We have been experiencing major website hosting issues with this company> We have been a long-time customer. Our website was down completely for several months, however that issue was resolved in the month of August 2022. Now the issue is that no one can find our website when they search online on their smart phones or tablet. It gives a message regarding security issues and our website does not come up. The trouble we had was regarding an SSL Certificate that was supposedly expired. One technician at Webcom told us the SSL certificate was renewed on July 6, 2022. Web.com changed programs and our website is under the old legacy program that no one seems to have access to. Now we are having issues again, people not being able to find us online. As I explained to Web.com, We are a charity non-profit 501c3 and we are in the middle of a fundraising campaign until October 15,2022. Our website cannot be down. We paid to renew the SSL Certificate about two weeks ago, and now they can't find our payment or notes. HOW IRRESPONSIBLE!!! We need this resolve immediately! We are losing donations and sponsors ready to donate thousands of dollars to our foundation. If this issue with the SSL is not resolved without us having to incur additional charges, we will have to litigate for damages with will be in thousands of dollars. I don't think Web.com would like that very much. They have people that do not know peanuts and keep passing you from one person to another ans each time it takes 20-30 minutes or more before you can speak to someone, only to get passed to someone else and start all over again. This is enough, we need our website issue resolved now!

• Initial Complaint

  Date:08/23/2022

  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.

  I purchased a website for my business through web.com in March of 2022. I called repeatedly and chatted with support about the issue that I was told this site could accept Apple Pay. Their team was supposed to fix this issue and I was told within 48 hours it’d be fixed. We are almost 6 months later and I still get emailed once a week saying it will be fixed within 48 hours. I called and requested a refund since I had to take my domain to another company that would accept Apple payments and was on the phone for over an hour with no resolve. I only want to get my money back for an unusable website that I was lied to about the business potential it offered by the company. I’ve repeatedly been lied to saying the issue will be fixed. All I want is a refund.

  Business Response

  Date: 09/01/2022

  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. 
  We understand that this situation was frustrating, and have refunded *** in full for their services, to the amount of $289.40. Please allow 3-7 business days for this refund to process.  
   
  We wish *** all the best in their future endeavors.  
  
  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. 

  Customer Answer

  Date: 09/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:08/11/2022

  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.

  This business, operating as register.com provided e-mail to people who have their own domain (even if the domain is owned by the person and hosted elsewhere.
  
  I have used their e-mail services for over 5 years.
  
  I have paid upfront for 1.5 years of e-mail for $179.99.
  
  I woudl like a full refund due to:
  
  - service not working since June 2 2022
  - over 15 horus spent on the phone
  - ineffective inefficient customer service agents do not talk to each other, 1 hr wait times.
  - loss of revenue due to no e-mail for 2 months.
  - i have filed complaints with the FCC also.
  
  The company switched servers and many clients e-mail was out it also says this now finally on their answering machine/service.
  
  It does not work and I had to hire a different company after giving up after 9 weeks.
  
  As compensation I need a full refund, as it also caused a lot of trouble for me.
  
  company has not cancelled my acct and not issued a refund despite my asking for it over 1 week ago.

  Business Response

  Date: 08/16/2022

  Dear Better Business Bureau,

  We have received the complaint for ******* ********, complaint # 17699985.

  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 issued a full refund of
  $129 for the purchased email service that the client provided a screenshot for
  which is for Order # 1276646555. Please allow 5-7 days for this to show up on
  the account/credit card. We have submitted a response to the client via email
  in our ticketing system under the ticket ID OEML-245082.

  Sincerely,

  New Fold Digital Executive Office