Customer ReviewsforSiteLock

Don't waste your time. I signed up for support to get Malware removed. They did a "clean" but I still had malware on the site that made it unusable, so had to delete the full website. Asked for a partial refund and they said no. What a joke.

Sitelock strives to resolve any disputes in a way that satisfies the customer. It is our policy to keep detailed customer records including call details, recordings, and notes on every interaction in order to ensure we delivered the highest level of service. Concerning the reported issues with the website, our support team provided a detailed summary after the manual malware clean was completed. The summary included recommended next steps to help strengthen the website against any possible future attacks. The website owner is the responsible party for all website updates. Outdated WordPress themes, plugins and any other applications can create vulnerabilities that expose websites to malware threats. As to the refusal for the refund request, Sitelocks Terms of Service that is agreed by all of customers at the time of purchase outlines the policies for refunds which was adhered to in this circumstance. We consider this matter resolved but would be happy to assist the customer in the future if needed.

SiteLock charged me for a service they were not providing for 6 years and refuse to resolve the issue.

In regard to this matter, all pertinent responses will come directly from Sectigo and delivered to the clients identified representatives.

Sitelock emails me constantly claiming there is malware on websites that do not yet exist. I own the domains, but there is no website. Sitelock does not respond to emails or phone calls. I can only conclude that it is a scam.

We take customer feedback very seriously and make it a priority to deliver exceptional customer service. After careful review of this situation, Sitelock identified the account in question. The emails are from the scanner service provided by the host at no cost. We advise you to contact the host as to the nature of the notifications and any solutions. We consider this matter resolved but would be happy to assist the customer in the future if needed.

Horrible experience. In my opinion I was forced to subscribe to their service. The Hosting provider reached out to me stating that my site had been hacked. And because I am on a shared server without any form of security, I am responsible for making all other sites on the same server vulnerable and could be held liable. So of course I subscribed. 8 years later I move my host. Wit that I submitted a request to cancel the Sitelock service. I was told the service was canceled. hwever, it was not. They continued to bill me stating I never submitted a request, even though I have email proof of such from sitelock. Shady business practices. I will certainly share my experience with my peers. If I could offer less than one star I would.

SiteLock strives to resolve any disputes in a way that satisfies the customer. It is our policy to keep detailed customer records including call details, recordings, and notes on every interaction in order to ensure we deliver the highest level of service. The services referenced were canceled and a refund was issued. We consider this matter resolved. We are happy to continue working with the customer if needed.

Shockingly bad service!! Apparently the services that I paid for through SiteLock to prevent Malware were not properly connected to my website. It seems that for years I have been paying them and my site has not been protected. Numerous ****** adds appearing on my website. Why? No information from them on how to connect. In the past month I have spent more than 30 hours on the phone to them and the issue has still not been resolved. A complete nightmare and waste of my time!!!!!

Sitelock strives to resolve any disputes in a way that satisfies the customer. It is our policy to keep detailed customer records including call details, recordings, and notes on every interaction in order to ensure we delivered the highest level of service. In this particular case, the services were purchased from a Sitelock reseller and not directly with Sitelock. Sitelock would need to be informed by either the reseller or the customer for the configuration of the services. From our investigation, it appears the first time Sitelock learned of the situation was when the customer contacted us on 9-9-2022. From that point on, Sitelock has been involved with manual malware cleans for the site. We understand the frustrations and inconveniences you have expressed. Because Sitelock was not the financial authority in the purchase transaction, Sitelock is not able to provide you with any monetary concession. Sitelock services continue to monitor the website and providing the security measures. Our apologies for any misunderstanding that *** have occurred on our end, and we hope you will allow us to show you our desire to be your first choice for website security. Thank you.

My understanding is that you have an agreement with Netfirms from whom I originally bought SiteLock. When I bought my SiteLock security from Netfirms I assumed that it would be properly installed and linked to my website. As you say in your response Sitelock would need to be informed by either the reseller or the customer for the configuration of the services. I had no way of knowing that ******** would not do this. When I asked Netfirms if there was anything else I needed to do after buying Sitelock they said no!I spent more than 20 hours speaking to Netfirms employees trying to resolve the issue of connecting SiteLock to my website. Almost everyone I spoke to at Netfirms seemed hopelessly incompetent.It seems to me that you need to be in much better communication with Netfirms so that they know how to connect SiteLock to websites.Once SiteLock became involved with my problem you have been very helpful with resolving the issue. However it was not obvious to me when I bought SiteLock from Netfirms that I needed to contact you at Sitelock directly.

Since placing a positive review on July 20th after believing Bluehost had solved my website issue by correctly applying the sitelock upgrade they sold me on I still do not have access to my website. Every 24 hours a script runs and bluehost blames sitelock and sitelock says they have removed the malware. I have a manager working on my case with Bluehost named Jesper and a ticket # with sitelock to manually remove the malware. However, every 24 hours the problem reactivates. Since I transferred my site to Bluehost on March 10th I've had the worst possible experience with them selling me upgrades that don't work. I just looked back into my records and after paying Bluehost $1200 to host and secure my site for the next 3 years I currently, daily, have no access to my website. This is devastaing for me as a small business. No one should have to go through this. I've asked for a refund at an escalated level and have been told no. I have an outside developer who can make my site run no problem outside of the Bluehost/Sitelock circular trap of money and am asking myself if I'm willing to walk away from $1200 to start over. Perhaps that will be the case in the end but not without posting my experience in multiple places to publicize this to other small business owners. This is not ok. This is an unacceptable amount of money to have to absorb as a small start up! I would like to see what response I get from this because so far no one within Bluehost or Sitelock is making it happen. It's shameful that because I am a small fish in the business world that they try to push the problem under the rug.

Concerning the comment ID **********. ********************** conducted a manual malware clean. We cleaned over **** files and removed a bad cron job from the hosting account that would redeploy malware. The website was resolving to a maintenance page (status set by the customer, so we could not review the site for functionality. This maintenance mode is used by developers when making changes that they do not want live. The customer was advised about this mode, but action must be taken by the customer. In regard to a refund, please contact Bluehost in regards to your request for a financial restitution. Sitelock was not the financial authority for your purchase of Sitelock services. We consider this matter closed. Thank you.