Complaints

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:08/15/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  June of 2022, Turbify was acquired by *************************, then just 6 months later they decided to upgrade the technical infrastructure including the servers. During this time, customers that were using ******************** to host their domains or for web hosting, lost complete access, websites were completely down and unaccessible to the external ********* website was down for more than 6 months, February through July of 2023. During that time, I had to create a new website, hosted at a different provider, but could not close/cancel my turbify domain and web hosting plans because the Turbify representatives informed me that no changes could be made to my account until the system upgrades were completed. At this point the system upgrades that were expected to take 2 - 3 weeks as expressed by Turbify, had now been going on for nearly 6 months.Since i could not close/cancel my account as informed by the Turbify representatives, I asked could I downgrade the services, but Turbify, which is owned and operated by ***************************, informed me that they could not downgrade my service until the system (server) upgrades were *********** I then requested a refund for the months that I was being charged for services (domain hosting and web hosting) which I could not benefit from or use since their servers were still down. they agreed and provided me with 3 months of refunds for the most recent months.I continued to follow up to inquire if they could downgrade my services, they continued to tell me no, because the system/server upgrades were still in progress. I then began requesting to speak to a supervisor each time I called, to escalate the matter for atimely resolution. They kept telling me that a supervisor would call me back and as of today a supervisor has still NOT called me, and it has been nearly 12 months that I have been trying to have this resolved.Turbify is owned by ***************************, and both have ignored all my requests.

  Business Response

  Date: 09/13/2024

  Please see attached

   

  Customer Answer

  Date: 09/30/2024

  [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 as Answered]
  
   Complaint: 22148860
  
  I am rejecting this response because:
  

  It is completely inaccurate and dishonest. They have never called me, nor emailed me to notify me that I could downgrade my service.
  I also made several requests to speak to a supervisor, to which they informed me that supervisors are not available so I would have to wait for a supervisor to return my call. Yet, a supervisor has NEVER even attempted to call me back. In their response letter, they mentioned that they attempted to reach me by email, that is also a dishonest statement. They never tried to reach me, though I continued calling them on numerous occasions to follow up. If they had reached out to me I would not have been forced to incur the cost of a new temporary domain and a new website, while I was waiting for Turbify to fix their upgrade issues.
  Because the issue persisted from January into and beyond the summer, in May 2023, I had to purchase another domain to use to house my website. I also had to pay to have a completely new temporary website built since Turbify's servers were still down and my website was still not functional on the Turbify servers. During this time is when I ws trying to downgrade my service while they were still working on the servers, but they told me that I could not downgrade while they were working out the issues with the infrastructure, and that they would call to let me know when the issues were resolved, so that I could then downgrade my serve. They never called me.
  
  I have a screenshot to provide evidence that I had to purchased a new domain on May 23rd of the year 2023, because their servers were still down and not working.

  
  Their response to my complaint simply demonstrates exactly what they've been doing to me as a customer over these last few years. Being dishonest, promising a certain level of service, and constantly not delivery to the level, stringing customers along and being deceptive about their business practices.
  
  They do not care about providing customers with good or even decent service, they simply care about stringing customers along by making empty and dishonest promises that they never plan to fulfill, just to continue collecting monthly payments from us.
  If you look at my history as a Turbify client, I have purchased several domains and web hosting services from them over the years, since 2004, to be exact. That's over 20 years that I have been a loyal customer, but the issues did not begin until Infinite Computer *************************************** Business Essentials, which was formerly Yahoo Small Business, and rebranded it as Turbify on June 10, 2022, and in January 2023 announced the upgrade of their technical infrastructure.
  
  I can only presume that given their 2023 infrastructure upgrade did not go as planned, but instead created more issues for customers, that they've been being dishonest and stringing customers along, to help cushion the financial impact of their failed upgrade process.
  Dishonesty is never a good business policy. The business practices of Infinite Computer Solutions should be further examined.
  Regards,
  
  ***** *******
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/12/2024

  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.

  My renewal August 11 .I was told about the price change from ****** to ****** Never received an email never okied the service . I had them on auto pay notice the charge checked my email and my bank account they charge was done .August 12 called tried to cancel they want to charge me $19.OO and some change for me canceling. I have never agreed to to price and never got an email from them and never approved the amount. Talked to manager ********. As he need to OK the new price .unlawful.

  Business Response

  Date: 09/13/2024

  Please see attached

• Initial Complaint

  Date:07/24/2024

  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.

  Turbify increased their prices without notification (over 100%).They read to me an email which they stated they sent in August to review by 8/31/23 (reportedly) but which I have not received (I have another email regarding system maintenance received on 7/27/23, but nothing else until a notification of failed payment for an amount over twice as much as I paid for several years prior).They stated that the only possibility is to pay the past due higher amount, with a possibility of a partial refund if lowering to their new tiers goes through, and dependent on when that takes effect.When I called, they agreed to re-forward the supposed email, but have yet to do so.Im concerned that if I pay this new amount which I wasnt notified of, theyll make me jump through hoops and never actually adjust my account and ongoing services.

  Business Response

  Date: 08/26/2024

  Please see attached

   

• Initial Complaint

  Date:07/16/2024

  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.

  Was charged $34.95 by Yahoo Small Business for my domain registration on 7/13/2023. I Received notification from Turbify that the renewal on 7/13/2024 would be $53.95, a 54% increase. So I found another domain registration company and began the process of transferring my registration to a new company. I paid the new company, I was notified on 7/4/24 that the transfer was complete, and my registration was with the new company. Turbify still charged me $53.95, 9 days after the transfer was complete to another company.

  Business Response

  Date: 08/26/2024

  Aabaco Small Business, LLC 
  ************************************;
  ************************; 
  
  August 26, 2024 
  
  BBB serving ******************* and *************************;
  ******************************** Floor 
  ********************-2404 
  
  Re: Complaint ID ******** 
  
  To whom it may concern:   
  
  Aabaco Small Business, LLC (d/b/a Turbify) received a consumer complaint from the Better Business Bureau on Friday July 19, 2024, filed by the customer associated with Complaint ID ******** (Customer). This letter is in response to the complaint, as requested by the Better Business Bureau.  
  
  The customers concern is transferring their domain services elsewhere and continuing to be billed by Turbify. Transferring a domain may take multiple days on the transferee end, and the customer should cancel their subscription once successfully transferred. Our help pages, ********************************************************************************************** as well as the step-by-step process provided in the dashboard remind the customer to take this step.   
  
  This customer has chosen to close their account on 7/22/24 and we consider this issue resolved.   
  
  Please direct further questions to Turbifys support team at ************.  
  
  Sincerely,  
  
  Turbify 
  

• Initial Complaint

  Date:06/17/2024

  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.

  Hello,Turbify is the most recent owner in a string of owners for what used to be called Yahoo Small Business, which provided products including domain (URL) registrations. I had purchased a domain (agirlcandream.com) many years ago, on September 7, 2005, via Yahoo. I kept the domain with Yahoo and the subsequent owners ******** and Aabaco which later became known as Turbify) until July 16, 2019 when I decided to transfer the domain registration over to GoDaddy, as they have less expensive renewal rates. As one might expect, I no longer was paying for renewals at Aabaco / Turbify, since I had moved the domain product away and effectively ended my account with them (as that had been my sole product with them).Everything was fine until August 23, 2022, when unbeknownst to me, Turbify somehow resurrected the renewal charge for this product I had removed from their company's management more than three years prior. I did not realize until recently that I was charged $34.95 on August 23, 2022 and $34.95 on August 23, 2023, totaling $69.90. The only reason I found out about these charges was that the credit card I had on file was expiring and they emailed me asking me to update my billing information. When I discovered these charges for a product plan I had not consented to, for a product no longer with the company, I called and requested a refund. Their customer service team refused to issue a refund, despite these being fraudulent charges. They told me that when I transferred the domain away, I also should have "closed my account" in order for them to stop charging me renewals. However, they never informed me this was a necessary step, and the fact that they went three years without charging me (2019-2021) before restarting renewal charges out of nowhere in 2022, demonstrates that they have unethical and in my view illegal business practices. You can read many similar accounts at this TrustPilot review site: ********************************************************** Thank you.

  Business Response

  Date: 07/19/2024

  Aabaco Small Business, LLC
  *******************************
  *******************
  
  July 19, 2024
  
  BBB serving ******************* and ********************
  *************************
  ********************-2404
  
  Re: Complaint ID ********
  
  To whom it may concern:  
  
  Aabaco Small Business, LLC (d/b/a Turbify) received a consumer complaint from the Better Business Bureau on Friday July 19, 2024, filed by the customer associated with Complaint ID ******** (Customer). This letter is in response to the complaint, as requested by the Better Business Bureau.
  
  The customers concern is regarding transferring their domain services elsewhere and continuing to be billed. Transferring a domain may take multiple days on the transferee end and it is advised that the customer then cancel their subscription once successfully transferred. Our help pages, ********************************************************************************************** as well as the step by step process provided in the dashboard remind the customer to take this step. 
  
  The customer also states that they were not billed for the years 2019-2021, which does not align with our records.  Please see invoice history which is also available in their billing history.

  INV197541XX 8/23/22 POSTED
  
  INV180539XX 8/23/21 POSTED
  
  INV160987XX 8/23/20 POSTED
  
  INV138156XX 8/23/19 POSTED
  
  This customer has chosen to close their account on 6/15/24 and we consider this issue resolved. 
  
  Please direct further questions to Turbifys support team at ************.
  
  Sincerely,
  
  Turbify

  
  

• Initial Complaint

  Date:06/07/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 had a website domain thru then (well it started off as yahoo and changes name after name) . Anyway in May in the middle of night my account went crazy and I started receiving hundreds of emails from places I had no idea. Then my PayPal was havked . When I called them they told me to change email I did 4 times still getting loads of emails that I have to go unscpribe to. When I call to cancel my service they said a supervisor would call me that was 4 days ago I just want my money back for the last six months since I cant use their service

  Business Response

  Date: 06/25/2024

  June 25, 2024
  
  BBB serving ******************* and ********************
  *************************
  ********************-2404
  
  Re: Complaint ID ********
  
  
  To whom it may concern:  
  
  Aabaco Small Business, LLC (d/b/a Turbify) received a consumer complaint from the Better Business Bureau on June 9, 2024, filed by the customer associated with Complaint ID ******** (Customer). As requested by the **********************, this letter is in response to the complaint.
  
  We have spoken with the customer and agreeably resolved the issue.
  
  Please direct any further questions to Turbifys support team at ************
  
  
  Sincerely,
  
  
  Turbify

  Business Response

  Date: 07/17/2024

  Aabaco Small Business, LLC
  *******************************
  *******************
  
  
  July 17, 2024
  
  BBB serving ******************* and ********************
  *************************
  ********************-2404
  
  Re: Complaint ID ********
  
  
  To whom it may concern:  
  
  Aabaco Small Business, LLC (d/b/a Turbify) received a consumer complaint from the Better Business Bureau on June 9, 2024, filed by the customer associated with Complaint ID ******** (Customer). As requested by the **********************, this letter is in response to the complaint.
  
  We have spoken with the customer and offered a prorated refund, which she was agreeable with. 
  
  Please direct any further questions to Turbifys support team at ************.
  
  
  Sincerely,
  
  
  Turbify

  Customer Answer

  Date: 07/18/2024

  [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 as Answered]
  
   Complaint: 21817084
  
  I am rejecting this response because:
  They paid me much less than had promised.    Told me I would have 24 hrs to get things from my email box, but cut it off immediately   so I lost all my contacts..    
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/19/2024

  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.

  5/16/2024. Using Turbify Small Business email. I have been a customer of theirs since before they took over from Yahoo. I am billed quarterly for one of my accounts and annually for a different one. I have two Domain names. For twenty years I have had the accounts and very few problems. **************** was very helpful in the past. Today I had trouble using the same password as was successfully used yesterday but that was not the case today. I tried making a new password but even though the program said one was created it did not work as well. I called the company customer support, They wanted a credit card payment to help. Though the problem was with the service I pay for, they wanted money to help and refused to help if I didn't pay. I wasn't informed that the service has changed. Though the charge was small, I am ending my twenty years of being their customer.

• Initial Complaint

  Date:05/14/2024

  Type:Order 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.

  Our domain name was with Yahoo business which was acquired by Turbify. They allowed an employee of our nonprofit foundation be listed as the "owner" of our domain name. She has since been released. The renewal notification went to her (no longer in existence) email and Turbify did not reach out to the alternate contact info about this. Now the website and emails are down since 4/22/24. We called Turbify with the previous employee to initiate and approve a voluntary transfer of the domain on 4/29/24. We were told this takes 7 business days. It has now been 11 business days and nothing has happened and every time I call I get a new reponse (it takes 7-9 days, we need documents for our legal team). They will not put me through to team or let me speak with a supervisor. All calls are taken in ***** and those folks have no control over the situation. We have not even paid yet because they won't transfer the domain so we can pay for it. I am filing this complaint so there is a record of this shady business so others do not get in the same situation we are in. We are a nonprofit that cannot accept donations because our website is down. I believe that Turbify is INTENTIONALLY delaying the transfer so that the domain name will come up for sale and we will need to pay them exorbitant fees to re-purchase it.

  Business Response

  Date: 06/04/2024

  Aabaco Small Business, LLC
  ********************************************************************************************************
  
  
  June 4, 2024
  
  BBB serving ******************* and ********************
  *************************
  ********************-2404
  
  Re: Complaint ID ********
  
  
  To whom it may concern:  
  
  Aabaco Small Business, LLC (d/b/a Turbify) received a consumer complaint from the Better Business Bureau on June 4, 2024, filed by the customer associated with Complaint ID ******** (Customer). As requested by the **********************, this letter is in response to the complaint.
  
  The case was escalated on 5/22/24. Ownership has been transferred successfully, and this issue was resolved in full to the customers satisfaction on 5/28/24.
  
  Please direct any further questions to Turbifys support team at ************.
  
  
  Sincerely,
  
  Turbify

  Customer Answer

  Date: 06/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this statement is true. We have a resolution. It was unfortunate that it took 30 days rather than the 1-2 days we were originally promised.  
  
  Regards,
  
  *******************************
  
  

• Initial Complaint

  Date:04/14/2024

  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.

  Their small business email service doubled the price of their service with no prior indication or warning that they would do so. I called requesting a few hours after the charge was made, but they said I could not receive a refund.

  Business Response

  Date: 05/01/2024

  Please see attached

   

• Initial Complaint

  Date:03/19/2024

  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.

  I have an open ticket for assistance with retrieving my email messages from my current business email account. I have repeatedly asked for assistance and they were unable to help. **************** refused to refund my account renewal payment when I was trying to close the account. They do not have any method of escalating customer service complaints.

  Business Response

  Date: 04/03/2024

  Please see attached response.