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:05/30/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  1st of 2 complaints: double charged and refused to refund
  •2014 began using Web.com as hosting
  •Found their software outdated with bugs and not support SSL
  •May 2022 contacted them for solution
  •Told me to switch from my existing Legacy software account to a new account that supports SSL
  •June 2022, I created a new website in their new account and cancelled my old legacy account
  •They forgot to cancel my legacy account. The whole year double charged me for 2 accounts
  •April 2023 received an invoice for renewal $267 that is when I realized being charged twice
  •Called them. They said my monthly charge is for the legacy account that they forgot to cancel. Now I have to pay an annual fee for the renewal of the new account.
  •April 12, offered me a refund.
  •2 days later, denied the refund.
  •I called again. They said they rejected the refund not knowing that it was an overcharge. So they will refund this time. The supervisor approved of a full year refund
  •2 days later, they refunded me on 2 months only
  •I called them again. They said although they made the mistake, their system doesn't allow them to refund for the whole year.
  •They offered an indefinite 20% off annual hosting fee as compensation. I said I need to think about it.
  •Next day, I received an email that my annual charge has increased to a new updated price. At this point, I feel they are playing games with me.
  •I called again. I demanded to speak to the supervisor. The supervisor guaranteed that he will call me back the next day with an answer but he didn’t for a week and refused to answer my calls
  •an Agent promises the supervisor will call me back
  •never did
  •each call they press me to renew for upcoming June 1 due date
  •May 12, received email that my service was auto renewed without my consent
  •I called to refund that, as it is not due yet. They refunded me a portion of the charge. And deleted my website on the same day. I still have a contract with them till June 1

  Customer Answer

  Date: 05/30/2023

  This is a continuing of the first complaint regarding web.com not refunding me on a double charge for 1 year. •still in dispute regarding past year over charge, they auto renewed my upcoming annual charge that is not due for another 3 weeks. *I called them to refund that, as it is not due yet. They refunded me a portion of the renewal charge. And they deleted my website on the same day. I still have a contract with them till June 1 •I informed them, they said they will fix it but someone made the mistake of deleting all of my files •Each day I called they say that their back office is fixing it. Each day I speak with a new agent who doesn't know what is going on. Each day I have to retell the whole story. •They escalate to highest importance The agents admit they have no control of anything. •I received email that they finished fixing it. But I checked my site and it wasn’t fixed. •I called and the agent verified that they made a mistake by sending me the email as it is still being fixed. •2 days later, still not working. I called. They said someone made the mistake of closing the case and left it as they thought it was fixed already. So they reopened the case. •I asked if they were playing games with me. Or if they actually know what is going on * My site read "forbidden" when accessed. After I asked them to change it, it said "under construction". They didn't allow me to make a temporary website to inform customers. They said that would interfere with them fixing my website •They made me renew or else they wouldn't fix my website. So I renewed for 1 month in mid May even though I paid till June 1. So they insist that I double pay them again. I see this as a threat/ransom. •May 25 it still not working. It is showing on phones and not on PCs. They said will take another 48 hours. •I demanded to talk to management. They don’t know how to contact management. I demanded compensation. They refused.

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 April 30, 2023 I requested my account to be cancelled/disabled. This request was granted. On May 27, 2023 I was charged again for service that was supposed to have already been cancelled. Spoke to representative, again, who refused to remove my card from account. Her name is ****. She said she could disable my account at this time. Confirmation code *********. She also stated that she would email me everything that was discussed - Which she did not do. I would like a refund for services that should have already been cancelled on April 30th in the amount of 14.99 - also I would like my card number removed from this business.

• Initial Complaint

  Date:05/15/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 tried multiple times to cancel my subscription because I don't use it anymore. I am still receiving monthly charges and have called support many times to disable my auto renew and subscription. I am still being charged monthly which is now theft. This company is a trap. ******* supposedly canceled my subscription but just received another bill. Now I have requested a refund. *********. Stop charging me and refund my money. I have made payments for months and never used your service. Stop please!

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 talked to one of the managers from web.com on 04/11/23, I told her that I have a lot problems with their platform, and that they do not have what I need to build my website. Well, the manager told me that they will going to give me a full refund $255.20 since they do not have what I need from their platform. Is been nine days and they have not given me my refund. Account Number: ********, Purchase Order Number: **********.

• Initial Complaint

  Date:04/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Re: **************** and associated domains – Web.com Ticket *******
  
  On April 5, 2023, I paid for my primary domain name (noahomolaubi.com) and the transfer of two other domains (namely, ******************* and *************) from the online services of web.com. In addition, I bought security services SSL and domain privacy for the primary domain. In all, I paid web.com $412.92 to host my websites namely, ****************, *******************, and *************.
  
  Unfortunately, web.com has not been able to stand my websites. Their servers refused to upload my files despite my efforts. In addition, it was not disclosed that I will need to pay for extra expertise before my websites can run. In fact, their website positioning is contrary to this claim (***************************). I was billed for a service that is not functional.
  There were several efforts to contact the support services of web.com. In some of these instances, it is not uncommon to be asked to wait for 24-48 hours for the servers to update and able to provide the relevant service. In any case, my website was never served to the public and the issue of the 3-day freelook period cannot apply to my case because the service was never provided.
  
  To resolve the problem, I would appreciate: a refund of $412.92 from web.com, unlock my domains (******************* and *************), Transfer EPP codes for the domains, immediately unlock and release my domains for return to the original Registrars – hostmonster.com since the transfer from the original registrar is more than 5 days old.
  Enclosed are copies of my records concerning this purchase and my efforts to get web.com to meet its obligation of standing my website until I got frustrated on Saturday, April 14, 2023.
  
  I look forward to your reply and a resolution to my problem.
  Regards
  Babatunde Olorunfemi
  
  Web.com is a subsidiary of Newfold Digital (***************************)

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid for a web hosting package from **********, which was recently purchased by web.com. Unfortunately, the hosting is unusable. There is no longer a support phone number (chat only), and the "support" people are useless. I'm being kind. They refuse to get me in contact with a competent engineer, and everything the incompetent "support" people do falls under the heading of sabotage. They don't understand the most simple things, and just keep doing the same things over and over, without reading that they already failed at that.
  
  Even trying to use powweb's control panel is almost impossible.
  
  Ultimately, the hosting DOES NOT WORK, I can't fix anything, their support is more like saboteurs, and they refuse to get a competent person in contact with me. As best as I can tell, their "support" is just a bot, with no intelligence, and only picking out a few words to decide what to damage, this round.

• Initial Complaint

  Date:04/11/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 signed up for a website package for ******************** and had a grace period to cancel and would not be charged. I saw the outrageous monthly charges only after giving the credit card info to them and canceled with an online rep immediately after and was assured I wouldn't be charged for anything. I was charged $23.42 on 04/08/23 . I got ahold of a customer service representative and they canceled the service again and would not refund my money. I did not get any email or written confirmation. Either times and I believe they have sold my telephone number because I have been getting ridiculous spam calls the last month. As of today customer service is avoiding me.

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 repeatedly made unauthorized charges on my debit card. I have been charged $24 dollars for the last three months. I do not have a domain with web.com, I do not have an account with web.com. When I tried to receive help from their customer service rep, they were of no assistance because they said themselves I had no account with them. I have. account with them but they have my debit card information? They told me to contact godaddy , which is where I have my domain. Godaddy charges me monthly the price that I agreed to pay, what does that company have to do with this company charging me for services I did not purchase? This advice made no sense! GoDaddy wasn’t the one making unauthorized charges on my debit card, it was Web.Com and they shamelessly refused to help despite my not even having an account with them. How they got my information is beyond me. I had to file a fraud complaint with my bank because the customer service rep was lacking. For the record, being charged by this company who admits I do not have an account with, that I never signed up for, that won’t refund the $45 dollars they owe me at this point from charging me $16 monthly. Ridiculous.

• Initial Complaint

  Date:03/31/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Date fraud began:
  03/27/2023
  Payment Used: Debit Card
  Amount I Paid: $284.17/yr
  How I was contacted: Website or App
  Details about the company, business, or individual
  Company/Person Name: Site 5
  
  This is my web hosting company. They have been sold to web.com. Starting on Monday, I had issues with my websites because the hosting company imposed a data cap on my media folders for a site to 256MB. They must have changed their policy, but to retroactively reduce it was annoying to say the least. The support agent was unable to fix it. During the 4 hours of chat support, he managed to disable my SSL for the site ( ****************). When he insisted I wasn't being honest that his changes fixed my issue, he logged into my wordpress account using my admin and changed my password to do so. I have sever logs, I have chat logs. This is a serious breach of trust and security. They deny they changed anything, but they do acknowledge that they fixed what they said they didn't break. The next morning, all of my *** account credentials were broken. I am still, 2 days later, unable to log in to any of my sites via *** and neither are my clients. The company is avoiding me. They no longer offer phone support, do not accept incoming calls, will not escalate me to another level of support. They have deleted their forums so there's no way to voice my troubles. I believe a support agent maliciously accessed my data and content and Site5 is not acknowledging the breach, and are avoiding resolving my issue. I feel scared that my data is not in the right hands, but they are holding it hostage until they resolve my inability to access my data. I can't imagine this is legal to do this as a web host to a client, nonetheless unethical. I have made multiple attempts to get resolution and they are ignoring me.

• Initial Complaint

  Date:03/23/2023

  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.

  This is supposed to be a company that makes it easy to build your website and help you with any issues along the way. NOT AT ALL!!! I have lost money and customers due to using web.com . Every time I call, message or email, I get a new reference number and I wait and talk to people that do not help for 2-3 hours. Once they finally tell me they “can’t figure it out”, they “upgrade” it to their “engineers”, to which I receive email after email stating “they are still working on it”. On this last complaint I know and Stripe(the company that accepts payments through web.com) knows what the problem is, but we don’t have access to it, because it’s Web.com’s coding. We have even told them how to fix it( and Stripe should know since they have copies of the coding and payments are their business) and all we are ever told, once again, is that they are “working on it”!!! To this day!!!! The 1st 2 issues I had, I contacted web.com also. Now keep in mind, the reason we pay them is because I don’t know about web design and they do, so they’re supposed to “help us along the way”. Well they responded with, “ We can’t find an issue”, but after me searching and learning about web design for 6 HOURS online, I finally fixed it myself. Then what am I paying them for? I pay you to know your job, but instead, I’m paying you and doing your job for you?!?! I will be canceling ASAP and I would ask WEB.com if I get to keep the domain name and website THAT I!! created, after we cancel, but I don’t feel like being on the phone with them for 3 hours to get NO ANSWER to my question. So I guess I’ll, once again, do your job for you and find my own answer. I would like a refund for the services I paid for, but never received, please! Pay the little bit extra and try square space, or ANY other company at that. I was thinking about hiring a kindergartener. Atleast they admit when they don’t know what your asking of them.

  Business Response

  Date: 03/31/2023

  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: 
  
  As a company we offer two main environments for web design. Customers can select “do it for me” or “do it yourself” website options. This customer chose a Do-It-Yourself package. Our agents typical focus is to resolve any hosting related issues, however anything related to the site itself may need to be looked into by the customer or 3rd party IT support.
  In this instance it looks like support researched but ultimately was unable to resolve the specific issue, and the customer resolved the issue itself as stated. If the customer had a “Do It For Me” website package, then a specialized team would investigate deeper site issues, however that is a much more premium option due to the training required to build a fully formed professional website.
  
  At this time, we believe
  this matter to be closed.
  
  
  We sincerely apologize
  for any frustration or confusion this has caused. 
  
  We wish *******. the
  best of luck in their future endeavors.