Review Time
If you have come to trustpilot then its already too late. The company is a scam, running from India. with fake scans. Easy to sign up and impossible to cancel. You need to call them but they will never pick up, and "cancellation fee" is 2 years of subscription. Only option is to contact your bank to block sitelock
I prefer to leave a review when I am ready but SiteLock insisted so here is my experience thus far. I became a customer after being hit by defacement hackers. They were able to get my site back up after a few hours. Their customer service is good in the sense that they walked me through their portal and call me to provide updates. At present I feel like they are trying to get more money out of me after I have already paid quite a bit. They want me to pay an additional monthly fee per site to upgrade my firewall once I get a new SSL certificate due to Google's new requirements. As having compatible firewalls with Google's SSL certificate is a requirement now, I feel it should be part of the basic package and I should NOT have to pay more to get a firewall that is compatible. If a firewall isn't compatible and will shut my site down, what am I paying for? Why even bother selling something that doesn't work? The basics should be enough to keep my site functional! I shouldn't have to pay additional just to get a firewall that will keep my site functional.
The SiteLock team crushed it and fixed some big headaches re: a malware attach on multiple sites we're responsible for. Very thankful for Katy's help as she cleaned the malware- she was incredible and communicated with us like a champ. Chase was great as well in getting things kicked off for us.
I cancelled my Sitelock services on Feb. 28, via email, phone, support ticket, and chat. It took them 5 days to acknowledge my cancellation request. Then they billed me for another month of service on March 3. I called billing to complain and to request a refund, and the person who I spoke with was extremely rude, would not allow me to speak but talked over me when I tried, and refused to provide a refund. On Feb. 28, in addition to an email request to cancel, I tried to cancel via a chat with billing, and even though someone was 'online' in chat, as soon as I asked to cancel they disappeared and I got no response. So then I called and spoke with someone in 'customer service' who said he would "take care of it", but he also talked over me and would not allow me to speak. Even though he said he would 'take care of it', since I did not receive a response till March 2, I don't know that he actually did anything.I have been using Sitelock services for about 7 years and have paid them thousands of dollars during that time, since for the first several years I was paying $110. per month for 'protection'. Now when I ask to cancel they try to screw me with additional charges and treat me like a bug they can squash beneath their big feet. Based on how nasty and disrespectful they were toward me in my cancellation of their services, if I ever need 'protection' again, they will be the last place I will go.
My site got suspended from a malware attack. I was told by site5 to take services from sitelock.com and for five days I am trying to take the paid service and that's not happening. Their stupid chat system doesn't respond. Today somebody told their sales team need to review and clear the issue for me to sign up on sitelock. How ridiculous is that customer need to wait for five days.
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