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Business Profile

Computer System Designers

Web.com Group Inc

This business is NOT BBB Accredited.

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This business has 2 alerts

Complaints

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

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Web.com Group Inc has 9 locations, listed below.

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    Customer Complaints Summary

    • 172 total complaints in the last 3 years.
    • 46 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/18/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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:
      Unanswered
      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:
      Unanswered
      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:
      Unanswered
      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:
      Answered
      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. 

    • Initial Complaint

      Date:03/21/2023

      Type:Product Issues
      Status:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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

    Web.com Group Inc is NOT a BBB Accredited Business.

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