Review Time
In May this year I spent almost 45 minutes speaking to a customer service rep to renew my SiteLock subscription on my company website. (I have been a client for several years, and this is not my first terrible experience). In the past, without a malware scanner my website was getting attacked often. Likely, due to lack of the ability to communicate proficiently in English, the representative took the service OFF of my website, unbeknownst to me. However, she finished the call by confirming everything was properly configured. A few months later I was told my website was down. It had been down for a month actually, after being overtaken by malware. I did not receive an email notice because my SiteLock service was deactivated. Since this problem went on so long, my website backup service that automatically saves backups monthly only has infected website files. I had been wondering why my business has been so slow in recent months, but with no working website, it makes sense now. So now, SiteLock has been trying to remove the malware for about 3 weeks. And it looks like I might be left with no company website, because they are not having success. Their position so far is that this is going to be my problem to deal with. What a horrible experience and SUCH terrible customer service. I have had to call them about 7 times so far, with long wait times. I cannot imagine how much their terrible customer service has cost me in losses.
My sites have malware on them and with the help of two previous persons I received technical support on removal. I have followed the advice on the emails and guided to the next steps which involved my host. That concluded, today, hopefully is the final needed step. Based on an email I have Google spam that needed removal, which was to be done after the host company reinstated the site. To my surprise the technician today mentioned reindex with Google. I had assumed that I'd blown it with them, Google, and would have to slowly build back up in their SEO search. Anyway, one hour later we ended our chat, the Google spam will be cleared (malware sweep) and Sitelock will proceed with reindexing with Google since my websites are no longer suspended. I'm thrilled! Thank you, whoever it was who helped me today. Thank you!
I was impressed with the professional help that I received both from Mikala and Jason. They were understanding to my plight and really went out their way to reassure me that I had done nothing wrong with getting that virus - which they took care of promptly. Thank you kindly.
I seem to have the same issues many others have had with this company.I had issues with malware/hacking on my websites back in early 2017. My hosting was done with Go Daddy. They recommended SiteLock to clean everything and install firewalls. I've had nothing but issues since being with SiteLock the past 2 years. I contacted them over a dozen times in two years regarding malware and firewalls not being up. I found out the firewall were not configured when I'd get malware problems which happened 5 separate times in 2017 and 2 times in 2018. When going through emails it showed I never got what I paid for. I've spent over $2,000 with SiteLock for firewalls that weren't configured on all 5 of my websites. I've wasted SO MUCH time going back and forth with this company fixing issues that should've never been an issue if firewalls were set up.What's more infuriating is I asked one of their consultants last week to help me, but said he couldn't and wanted to sell me MORE firewall protection and didn't tell me everything was not set up correctly. He wanted me to pay an EXTRA $250 a month for something I should've had 2 years ago!I think they're running a scam. HOW could it be that these firewalls were not configured 5 times and then tell me they are when in fact they're not? It seems like they create problems so their customers will buy more from them when in fact they are either not doing their job or taking off the firewalls so there are issues and customers need to pay more to have it 'fixed'. I spoke with their former partner Go Daddy, about SiteLock’s services. They told me they had issues the way SiteLock does business. Go Daddy was able to put firewalls all my websites and cleaned off all the malware that SiteLock wanted to charge me for, for less money and no cost to me to clean the site.I spoke with 3 people today at SiteLock telling me it was not their fault my firewalls were not up. Imagine that?! It's their product, but not their fault.
what the heck.. my website isn't showing up.. It hasn't' for over 6 months.. this has been a 1 year problem.. and I sent my contact a notice that it STILL is not showing up.. he sent me an email saying it was, then sent me a follow up saying that he saw the issue and would submit a ticket.. 10min later I get a closure on my ticket saying that it'll come up when google reviews it? Are you kidding me? its been over a month since it was submitted, google accepted my other sites but not this one.. WHAT IS WRONG WITH YOU ALL? Take some time and fix the issue before you close the ticket.. ITS NOT SOLVED AND ITS YOUR PROBLEM!
We had six sites hacked through a common Hostgator portal. Hostgator encouraged us to hire Sitelock to fix it. They charged a ridiculous amount of money and did not fix it as the sites kept getting hacked week after week, and then we had TWO problems -- hacked sites and excessive charges from Sitelock. ZERO customer support after lots of promises from sales rep Melanie Shewmaker that she would "always be there" for us. Never answered an email. A complete ripoff. Shame on Hostgator for promoting this affiliation.
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