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:12/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get in contact to start service and discuss trials and plans since earlier this year. They are a scam and dont buy into it. They keep having a receptionist pick up and say they will call be back because apparently no sales person or manager is ever available and I never get a call back. I called from multiple numbers business and personal and have called hundreds of times but still no luck. They are just scamming to waste your time. I dont even think they have any real products considering you cant directly sign up. They just want to take your money keep you on hold and provide no product. Word experience ever. This is not a company but seems more like a single person is overwhelmed with everything and trying to get the most out of this scam. As I said, 5 months and 100+ calls later being told I will receive a call back, I still havent received any callback. Really unprofessional and junk service.

  

  Business Response

  Date: 12/29/2022

  We regret to hear a situation like this, so we took a deep dive into call logs and contact history to see what we could uncover. However, we have been unable to validate many of the claims made. Here's the history we found associated with this lead:

  November 14, 2022 - the contact filled out a form on our site using a different email address that said: "Hi, o wanted to see if I can get started with the reseller program one year free so I can transfer customers and grow before being hit with that heavy monthly fee."

  We immediately sent the lead a series of emails in response, to give them a full picture of the SiteSwan platform, along with a direct phone number for the sales rep who was assigned to this lead. Our pricing plans are clearly laid out on our site *************************), which is also where people can sign up from themselves, and we have never offered free trials, nor would we especially for an entire year - it's just not our business model.

  November 15, 2022 - our sales **** ***** called and spoke with this person who indicated he liked a few key features of our platform, and asked for a year or so free on our platform, so he could move his existing 10 sites onto our platform. **** informed him that we don't do free trials.

  We followed up promptly, addressed his initial concern, even sent him a promotional offer that helped him save money to make his transition easier from a financial standpoint.

  We only found 2 incoming phone calls from this contact as opposed to the hundreds they said they attempted us. The claims of 5+ months and 100+ calls are completely fabricated as well.
  

   

  Customer Answer

  Date: 12/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I initially wanted to get a free trial but after talking to the rep, he said that was impossible but he can provide a month or two free that will allow time to onboard customers. I tried signing up from you website and it says you will be contacted by someone at site swan. I never want a year free but a possibility of getting a months or two free or discount to not only check out the platform but to onboard customers too but you are too greedy to even reach out to customers. I called 10+ times, which they did not mention on the logs, and I even mentioned to them that I am willing to get the service full price and that I have customers waiting and wanted to do onboarding of the platform but every time I was told I would get a call back and I never did. They say they gave a representatives number, they did not. An agent did reach out early on and said he would follow up with me regarding setup in a day or two but I never received that either. You guys see a customer requesting a free trial or test of the software and you create all this ** and lies just to avoid that, how cheap can a business get?

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *******