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:10/16/2023

  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.

  I filed a BBB complaint #********. The case was closed before I had a chance to respond. Problem has still not been resolved. My complaint was about Turbify, a web hosting company that was sold by ***** to ******* Small Business. Their website is so unusable and customer service so decrepit that when I needed to update my credit card information, I couldn't do it either online or on the phone. BBB sent the complaint to ***** instead of Turbify. Yahoo replied they assisted me, which is not true. I never heard from ***** about this and I still don't have my website back. Please reopen the case since the problem still persists and I have not gotten any response from any company.

  Business Response

  Date: 12/08/2023

  December 8, 2023

  To whom it may concern:
  

  Aabaco Small Business, LLC (d/b/a Turbify) received a consumer complaint from the Better Business Bureau on November 27, 2023, filed by the customer associated with Complaint ID ******** (“Customer”). This letter is in response to the complaint, as the Better Business Bureau requested. 
  

  The Customer has reached out to our support team via email and phone. We were able to replicate the issue and then resolve it, notifying the Customer on October 16, 2023. We have responded via email as well as made many attempts to reach the Customer via phone, but the Customer has not answered, and the calls are directed to the Customer’s voicemail.

  The Customer is stating the issue is still not resolved and we have once again requested a specific time from the Customer to discuss and have them accept our call to resolve the issue.
  

  Please direct further questions to Turbify’s support team at ###-###-####.
  

  Sincerely,

  Corporate Counsel 

• Initial Complaint

  Date:10/09/2023

  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.

  I have several Domains and three Website Hosting plans with Turbify. I first signed up with ***** back in 1982, 30 + year's.. They changed to *****, to *******, and to Turbify. Since Turbify took over, there have been multiple problems with the hosting service, unresolved site builder software problems, a lack of technical support knowledge, and most of all poor customer service. Friday, October 9, 2023, Turbify shut down my website BEFORE informing me, doubled their price fee and tried to force me to pay it. I called Customer Service two times and was met with unreasonable resolutions, Both times, I requested my call be escalated to a Supervisor. I was refused. I called back on Saturday, October 7, 2023 and was told a Supervisor would call me back. I never received a call. Today, Monday, October 9, 2023, I called requesting my call be escalated to a Manager. I was finally connected to ******** ******** who portrayed himself as a Manager. During our conversation, it was revealed he was not a Manager and maybe not a Supervisor. I expressed my concerns as a legacy customer and how the uninformed shutdown of my website was affecting the very patients I service. That the pay increase was unaffordable and a violation of our contract. He then offered me an unacceptable resolution of a $5 credit. I informed him that I had read their Term and Conditions and that their actions were in violation of their own policy and then right there, on the phone, he stated that he was typing the change to their terms and agreements. He then sent the charge. I was shocked to read the paragraph added to cover their right to “ impose changes to their fees without notice or consent of their paying customer and if we do not like the changes then don’t use their services” What unprofessional language. They don’t care about how they speak or treat their legacy customers. It’s a good thing the conversation was recorded because it documents their incompetency and unethical business conduct.

  Customer Answer

  Date: 11/11/2023

  I requested my call be escalated  to a Manager to resolve my issue with the double Billing increase and on 10/11/23 and 10/20/23, Turbify called me from Russia at  ********** (see attached phone call list) expecting me to return a call to that region to resolve my issue. On 10/20/23, I texted the Russian number (see attached Text from me to the Russian number) to let them know I would not be calling a Russian number to resolve my issue. 

• Initial Complaint

  Date:10/04/2023

  Type:Billing 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.

  Price for my monthly service with Turbify for web Hosting was increased from $14.98 to $29.99 (doubled) sometime prior to Sept. 3, 2023. No notice of a price increase was sent out to customers. They were simply charged, I was charged $29.99 on Sept. 3, 2023 and on Oct. 3, 2023. On Oct. 3, 2023. See images attached for 3 invoices for evidence. Turbify sent out a notification of the price increase to customers. See images attached of e-mail (indicating price increase will not happen until after Oct. 31, 2023). At this point, I was already charged twice with this price increase. I called Turbify Customer Service on Oct. 4, 2023 to try to change my service to opt out of the Web Hosting Monthly plan due to the price increase, but to keep my Private Domain Registration and email services. I was informed that their systems were not set up to make any changes to accounts for a couple weeks due to the changes they made that increased our prices. I was told there was nothing they could do and no supervisor was available. My complaint: - Increasing charges without giving pre-notice - Not having the infrastructure in place after raising prices to give customers the ability to make changes to their services My request: - Cancel my Web Hosting service as of Sept. 3 2023 (which I would have cancelled by then if Turbify would have let customers know they were secretly doubling the prices) - Refund all charges related to Web Hosting from Sept. 3 2023 and all that come after (currently $59.98, but also any future charges that occur for Web Hosting while this case is pending - Retain my Domain Registration service and the associated e-mail plan; do not cancel this or interrupt services in any way; continue to bill me as usual for this service As of Oct. 4, 2023, I have paid 59.98 for services I want to opt out of due to their stealthily implemented price increase.. On Nov. 3 and monthly thereafter, they will be charging me $29.99 for a service that I do not want.

  Business Response

  Date: 10/27/2023

  October 26, 2023 

  Dear Better Business Bureau,
  Aabaco Small Business, LLC (d/b/a Turbify) received a consumer complaint from the Better Business Bureau on October 11th, filed by the customer, associated with Complaint ID
  20695873 (“Customer”). 
  This letter is in response to the complaint, as requested by the Better Business Bureau
  Please find a summary of the events related to the Customer’s complaint below:
  1. The customer contacted Turbify on 10/4/23 inquiring about the price increase and requested that the current subscription be downgraded.
  2. Turbify was unable to downgrade upon initial request – the customer agreed to wait
  3. The customer contacted us again requesting a downgrade on 10/23/23; the request was escalated to our engineering team and completed on 10/24/23.
  4. The customer was notified of completion on 10/24/23.

  Turbify considers this matter closed as of October 24, 2023.
  

  Please direct any further questions to Turbify’s support team at ###-###-####.
  Sincerely,
  Turbify

  Customer Answer

  Date: 11/04/2023

  [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: ********
  
  I am rejecting this response because:
  

  Yes, with no proactive support from Turbify, I was finally able to get them to comply with my request to adjust my services.  However, it's unfair that they doubled their rates die to adding additional services that I did not request, but did not notify the users that this was happening until after being charged twice for it.  This stealth charging is deceitful and should be refunded.  Their new tools/service was not even used.  I was charged for it for 2 months before they informed me it even existed.  I declined the tools as soon as I was informed they existed, but they had set themselves up for failure by implementing a system that prevents people from opting out for multiple weeks while they continued to charge them for it.

  Additionally, when I was finally able to get them to downgrade my service, I was I formed I would be refunded for at least the current mk the that I already paid for...and this has not happened.  I have been overcharged no matter how you look at it and demand refund for payment for services I did not request, did not use, and was not promptky informed existed and that I was being charged for.
  
  Regards,
  
  *****************

• Initial Complaint

  Date:08/31/2023

  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.

  Turbify, once Abaco, once *****, hiked plan prices from 7.99/month to 19.99/month. The only emails I received were formatted in a way that made their own small business software identify them as either spam or phishing attempts, or both. I am now told I have no other options for business email only and run the risk of losing my historical email data to move servers. I feel Turbify unreasonably raised their rates and did not do their due diligence in informing customers. Most of all, it did not give other affordable options.

  Business Response

  Date: 09/27/2023

  September 27, 2023

  Dear BBB:
  

  Aabaco Small Business, LLC (d/b/a Turbify) received a consumer complaint from the Better Business Bureau on September 21, 2023, filed by the customer Complaint ID: 20549470.
  

  This letter is in response to the complaint, as the Better Business Bureau requested.
  

  Please find a summary of the events related to the Customer’s complaint below:
  

  1. The customer reached out on 8/31/23 inquiring about the pricing increase that took place.
  2. The customer requested to downgrade the plan, this was processed and resolved on 9/22/23.

  Turbify considers this matter closed as of September 22, 2023.

  Please direct any further questions to Turbify’s support team at 833-689-8585.
  

  Sincerely,
  Turbify Support

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I became aware that my website - ***********.com that I had paid for 1 yr service web host - Expiration Date: 2023-09-29 with ***** Business/ ******* Small Business Essentials which then sold over to Turbify was not working. I saw it had an "Under Construction" website banner in June. I contacted the company via phone to ask what was going on with my website. They told me not worry and that they would take care of it and to give them a few days for their team to look into it. I asked why it would take so long and they just said that they are looking into it and they will contact me in 3-5 business days. They didn't contact me and I called again day 5 and they repeated the same thing and said their team would look into. I asked why there was a problem and why it was taking so long to resolve. They just repeated that they would take care of it and not to worry. I checked my website again and then it said it was not secure. I told them I need my website for business and work and it's showing up as a "unsecure website" and at other times it said the "certificate is expired." I am missing out on job opportunities because the website is not secure, or the certificate date is wrong and it is something they need to fix on their end. I spent weeks back and forth waiting for them to fix it and they were insisting it was fixed, and it was not. One minute it looked like it was working and then if you looked again it was not working. I didn't have this problem before with ***** Business. I have paid for 1 year service which is supposed to go until the end of September 2023. The service I paid for is incomplete, unreliable, and it has cost me money and time loss to potential clients and job opportunities. I would like either a full refund or adjustment of what I paid for $113.75 since their service is not working as it's supposed to and they are unable to provide the service I had paid for.Thank you.

  Business Response

  Date: 08/15/2023

  We have reached out to ******* and have left a voicemail for them. We resolved the issue in the meantime as we are awaiting a return call.

  Customer Answer

  Date: 09/02/2023

  [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: ********
  
  I am rejecting this response because: After I had reached back out to Turbify and spoke with them at that time my website was working. But after I had mentioned to them about the fact that I had lost job opportunities for the amount of time it took to get the site to seem to be working again, they had nothing else to say to me to help resolve that time and money loss. I had also mentioned I received an email about renewing recently with a fee that was different from the amount I had been told in an email I received in July. The rep ****** told me it was probably spam which makes no sense. Then she told me that the last email I received about renewing was the "legit email" for my renewal. After that I told her I think they need to try to improve their communication with customers and that it's confusing when there's a price change and no reason for it. I asked how much it would be going up and she told me she did not know and I would know how much after they charge me for it. I asked if there was a separate billing department, or customer service department and was told "no, they do everything there and there are no separate departments." I was shocked and I told her I wasn't sure what I will be doing. Then the next day as I am looking at my website to make sure it was working as I was putting in for job opportunities, and I see the site looks like the screenshot I sent over. I only see the main image of the website looking blurry and all the rest of the images are missing. I called today to ask what was going on and they told me that the site is down due to migration and they cannot tell me when it will be working again. I am very disappointed and frustrated as this keeps happening and the company is not doing anything to fix the problem, or even try to compensate for the time and money loss. And to add injury to insult they want to raise the renewal fee. This has affected my ability to apply for jobs, have clients believe in me, or see me as a professional. And according to the reviews on ****** I am not the only customer they have negatively affected.
  
  Regards,
  
  *******
  

  Business Response

  Date: 09/19/2023

  September 18, 2023 

  To whom it may concern:
  

  Aabaco Small Business, LLC (d/b/a Turbify) received a consumer complaint from the Better Business Bureau on August 14, 2023, 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 Customer purchased a subscription to Turbify’s Website Builder Basic Plan on September 29, 2020, for $113.75.
  

  The Customer contacted Turbify on June 21, 2023, because Customer encountered an issue with the Customer’s website not displaying correctly. Turbify resolved the issue on June 29, 2023.
  

  The Customer contacted Turbify again on June 30, 2023, regarding an additional issue related to the website’s SSL certificate.
  

  Upon receiving the complaint filed by the Customer from the Better Business Bureau, Turbify attempted to contact the customer multiple times to inform the Customer that the issue was resolved on August 15, 2023. 
  

  Turbify continued to attempt to reach the Customer and offered the Customer a discount for three months of service based on last year’s web-hosting cost on the Customer’s upcoming renewal.
  

  Turbify made contact with the Customer on September 11, 2023, and the Customer refused the offer of the discount as the Customer plans to cancel their subscription with Turbify. Turbify considers this matter closed as of September 11, 2023.

  Please direct any further questions to Turbify’s support team at 833-689-8585.
  

  Sincerely, 

  Corporate Counsel 

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair 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.

  In October 2022, I reached out Turbify to have them transfer ownership of a domain (*******************) to myself as I bought the business. I uploaded requested documents and had the three way call with the former owner, Turbify and myself as requested. They originally told me it would take 6-8 weeks to transfer domain to my name. I have called weekly since and their only response "Its in the legal department, we can't help you." It has now been 8 months!!!! What is going on? Why no follow up. I own multiple domains (bought and sold) through ******* and it has never taken this long. I am up to date in payments. There is no reason for the lack of delivery on Turbifys end.

  Business Response

  Date: 07/21/2023

  We are attempting to reach ***** and have left a voicemail for them. We will be actively working with them on this once we hear back and will try to reach them again on Tuesday.

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. 12/31/2022 I purchased business web hosting advance plan (includes email services). 2. I paid $119.88 for the web hosting advanced plan. 3. I paid three hundred and ten dollars to ******* *********** to create my website. 4. Turbify committed to provide me with the services I purchased on 12/31/2022. 5. The nature of the suit is, Turbyify has not provided me with the web hosting services I purchased on 12/31/2022. This has prevented the website designer I hired & paid to create & complete website for my business. My business is without a published website for my business. 6. Email services were provided but not working properly. I am receiving some of the emails but not all emails. I am not able to conduct business via email when necessary. 7. Turbify's been working on this issue for five and a half months. Making promises from 24-48 hours, one to two weeks, to, they don't know when the issue will be fixed. On 5/18/2023 I received an email from Turbify that the website host issue was fixed, only to find out it was not. I have made multiple phone calls from January 2023 to today, 5/18/2023, and the issues remains unresolved. 8. Turbify customer service was well aware of the integration issues they were having with web hosting and email services the day I purchased their services. Turbify acquired ***** Small Business/******* Small Business Essentials. I believe they had an immense amount of integration work to be completed and fixed, and could not fix it in a timely manner. This information was not disclosed to me as a new customer. Had they disclosed this information, I would not have signed up for their services. 9. I am currently without: a website, proper working email, and money I paid to both Turbify and the website designer I hired. I am asking to be reimbursed $99.88 for web host advance plan I purchased (turbify reimbursed me $20 of $119.88) and $310 for the web designer he started the work and wasn't able to complete it due to integration, etc. issues

  Business Response

  Date: 07/31/2023

  July 26, 2023

  To whom it may concern:
  

  Aabaco Small Business, LLC (d/b/a Turbify) received a consumer complaint from the Better Business Bureau on July 10, 2023, 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 Customer purchased a web hosting plan from Turbify on December 31, 2022. The Customer contacted Turbify several times between January 2023-May 2023 with complaints related to the web hosting plan.
  

  In response, Turbify issued a goodwill credit to the Customer on February 27, 2023.
  

  Following receipt of the Better Business Bureau’s notice of the Customer’s complaint on July 10, 2023, Turbify attempted to contact the Customer multiple times, but received no response.
  

  On July 12, 2023, Turbify issued a full refund of the remaining charges.
  

  Please direct any further questions to Turbify’s support team at ###-###-####.
  

  Sincerely,

  Corporate Counsel

  Customer Answer

  Date: 08/02/2023

  Thank you for the update. I would like to say I received a refund for the hosting services I purchased from Turbify. However, Turbify did not notify me of this refund. I found out I was refunded the money when I looked at my credit card statement sometime in July 2023. Also, I received a voice message from a man named **** who stated he was from Turbify and was contacting me regarding my cancellation of services and a refund. **** did not leave a contact phone number to reach him. Please note, Turbify did not contact me several times. Also, Turbify only resolved one part of my complaint, the refund for hosting services. They did not respond or resolve my second request, to be reimbursed for the ($300) three hundred dollars I paid a web designer to design my website who wasn't able to do fully because the services I paid for were not available due to Turbify's integration issues. Please note that because I spent almost seven months waiting for Turbify to resolve their integration issues I had to find another company and the least expensive way to have my website designed with hosting services and published right away. I found a different company to design and provide hosting services at a much lower price. Therefore, I am requesting again to be reimbursed the $300 I paid the website designer but I am not eligible for it because the days to receive a refund have expired.

  Customer Answer

  Date: 08/13/2023

  I'm not sure why my complaint was closed. I sent a response to BBB on August 02, 2023. Please check your records to confirm if you received my response or not. My response is below: "Thank you for the update. I would like to say I received a refund for the hosting services I purchased from Turbify. However, Turbify did not notify me of this refund. I found out I was refunded the money when I looked at my credit card statement sometime in July 2023. Also, I received a voice message from a man named **** who stated he was from Turbify and was contacting me regarding my cancellation of services and a refund. **** did not leave a contact phone number to reach him. Please note, Turbify did not contact me several times. Also, Turbify only resolved one part of my complaint, the refund for hosting services. They did not respond or resolve my second request, to be reimbursed for the ($300) three hundred dollars I paid a web designer to design my website who wasn't able to do fully because the services I paid for were not available due to Turbify's integration issues. Please note that because I spent almost seven months waiting for Turbify to resolve their integration issues I had to find another company and the least expensive way to have my website designed with hosting services and published right away. I found a different company to design and provide hosting services at a much lower price. Therefore, I am requesting again to be reimbursed the $300 I paid the website designer but I am not eligible for it because the days to receive a refund have expired."