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Business Profile

Cyber Security

SiteLock

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cyber Security.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/23/2023

    Type:Billing Issues
    Status:
    Resolved
    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 am trying to close an account with a hosting provider. They say they cannot close the account because there are FOUR active "SiteLock" subscriptions on four domains.I NEVER signed up for SiteLock! When I log into the SiteLock dashboard, there is NO OPTION to cancel or remove the service.When I called their phone number, I got a guy with a thick accent that I couldn't even understand 80% of what he was saying. He kept insisting that the hosting provider has to cancel it. Meanwhile, the hosting provider says that SiteLock needs to cancel it.This seems fraudulent to me and based on all the other reviews, I'm wondering what kind of scam SiteLock is running to hold domains hostage like this.Nowhere on their dashboard is there an option to cancel or remove the service.

  • Initial Complaint

    Date:02/14/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Sitelock puts the WRONG SUPPORT NUMBER ON THEIR DASHBOARD. They HIDE where to change domains settings. And NONE OF THEIR CUSTOMER SERVICE REPS CAN BE UNDERSTOOD BECAUSE NONE OF THEM SPEAK GOOD ENGLISH!!!!!!!!!!!!!!!! And when I ask for a supervisor they stop responding and hang up.Is this service really supposed to make us feel SECURE????? IT DOESN'T!!!!!!!!!!!!!!!!!!!!I needed to figure out where to change the ip address for a hosting change and I can't find it. This system is HORRIBLE that a guy with 22 years of experience can't find where to change my domain settings.

    Business Response

    Date: 02/16/2023

    We take customer feedback very seriously and make it a priority to deliver exceptional customer service. We are sorry about the inconvenience you recently experienced and here at Sitelock we look to make improvements to enhance the overall customer experience. We consider this matter resolved. Thank you.

  • Initial Complaint

    Date:11/04/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 received an email today (11/4/2022) from SiteLock stating that, "As part of your hosting package with , you have been provided with a SiteLock website scanner that proactively checks for malicious threats and vulnerabilities. During a recent scan of rbearadise.com, malware was detected on your website."There's only one problem. I sold my business and took the website down well over a year ago. I'd like them to stop trying to sell their products under false pretenses.

  • Initial Complaint

    Date:07/18/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 a client website that goes through your CDN. The data and files from that site are supposed to be backed up daily. I am receiving messages that they are being backed up successfully. As of this last Wednesday, I am not seeing anything in the logs, and the system is showing no backups. Still, I continue to get the success message.Can someone please tell me why this would be happening and why Ive been getting zero responses from your support group?

    Business Response

    Date: 07/22/2022

    We take customer feedback very seriously and make it a priority to deliver exceptional customer service. We have spoken with the customer of the account in question and consider this matter resolved to the customers satisfaction.

SiteLock is NOT a BBB Accredited Business.

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