Complaints
This profile includes complaints for Zoek's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 89 total complaints in the last 3 years.
- 31 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/26/2024
Type: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 reached out in October 2023, I spoke with someone regarding a website to be built for my rental business. I specifically told them I need a site where I could take direct bookings. They built a site and it was nothing like I had asked for. I signed off on it under the impression from ***** that I could go back and make changes after it went live. I tried for weeks to get them to fix the site. I ended up having to rebuild it myself. I now don't even use the site. I could never get it to where I wanted it to be. I paid $799 for absolutely nothing! I would warn anyone who wants to use this company to look elsewhere. This has been a nightmare since October. I have emails stating they would fix my site. They never did. I was also told I would get 2 edits on the site once published they wouldn't honor that either.
Business Response
Date: 01/30/2024
We appreciate the opportunity to address these concerns.
This client purchased Zoek's Express Website and was contacted when their website was ready in order to review it with a designer from Zoek's website team. During that call, the ************** clients through their website, answer any questions the client may have, and ask if there are any minor changes that the client would like. This client approved their website and it was transferred into their ownership at that time. Only after the client approved the site were any concerns about the website and/or its functionality brought to Zoek's attention. While Zoek does not work on approved websites unless a retainer is purchased, an exception was made and Zoek offered to assist with the changes. Additionally, Zoek offered a $100 refund as well as a refund of the setup fee as a courtesy for the client's frustration but the client declined.
At this time, the client has placed a chargeback on the purchase of the website that they own. As such, Zoek is not able to make any additional accommodations and the matter will be handled between the client's banking institution and Zoek's billing department.
Customer Answer
Date: 01/30/2024
The charge back has been declined by bank and hasn't been in progress for weeks. I only accepted approval of website because I was told by ************ could make changes afterwards. During our set up call I told him several different times I didn't know if I needed changes made as I couldn't see the full page. Your company also sent me the wrong questioneers and didn't respond to my calls. I requested a call back twice regarding issues with no answer. This site is no longer even being used as it was not set up properly.Business Response
Date: 02/05/2024
The outcome of the chargeback was determined by the client's banking institution. Zoek was asked to provide information regarding the client's claims and did so.
Zoek is not able to provide a full refund for the website as it has been approved by the client, finalizing the website design services.
Initial Complaint
Date:12/05/2023
Type: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 asked Zoek to make me a website. The guy I talked to was out of the country and made fake promises to me of what he could do for me for a website. They sent me questions and I sent them back. It was promised to be completed in 4-7 days. 1 month goes by and nothing happened. They have done no work on my page and no one reached out to help me until I wanted my money back. They now said I owe the 2nd half of money but since they have done absolutely nothing for my website they should definitely not get more money and return my money. I sent 10 emails to just returned my deposit. The company is a big scam and takes peoples money and does nothing in return. They have now threaten to take me to collections for the balance owed for no work done, a bunch of bullies and scam artists. A big fat scam company taking advantage of consumers. I want a refund I do not trust this company at all.Business Response
Date: 12/12/2023
Thank you for giving us the opportunity to address these claims.
The client signed up for services on September 19 and was immediately sent a questionnaire to be filled out. The client filled out the intial questionnaire and submitted it to Zoek on September 28 and the website's initial design was completed that day - while this information generally isn't able to be shared until the launch call is schedule, Zoek is making the exception to share the site: **************************************************; The same day, a follow up questionnaire to obtain the information necessary for the eCommerce portion of the website was sent to the client, along with several reminders through October 4 but the questionnaire was never sent back in for Zoek to be able to complete the site entirely.
The account entered a Failed Payment status on October 20 and Zoek has been reaching out to obtain necessary information to move forward but has been unsuccessful.
Zoek is more than happy to complete the site build and schedule the launch call if the client can submit the 2nd questionnaire (link included below) so that Zoek has the information needed to complete the site. The past due balance ($350) would need to be made in order to finalize the approval and transfer of the website.
**************************************************************************************************************
Customer Answer
Date: 12/12/2023
They are a bunch of liars and have done no work at all. I don't trust them and I want my initial payment refunded. They have so many other complaints that state the same thing I am saying. I'm surprised they are still in business.Business Response
Date: 12/13/2023
Zoek has completed the website in accordance with the client's requests: *************************************************;
Zoek is more than happy to finalize the website design and transfer it to the client but information is required to complete the site in accordance with the client's eCommerce needs so it is asked that the client fill out the questionnaire so that the website can be fully completed.
Alternatively, if the client would like to approve the site as-is and move forward with transferring the website to the client for management and any further changes, Zoek is willing to remove the client's account from Collections and forgive any past due balance. This means that the website that was originally purchased for $775 is being offered to the client (without the eCommerce feature as the website will be sent as-is) for the $425 that has already been paid.
The client can email their decision to ************************************ and Zoek will ensure that this is taken care of.
Initial Complaint
Date:12/03/2023
Type: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.
Hired Zeok to update my website and do SEO work. Gave them instructions on what I was looking for and the work they returned for review was horrible. After attempting to resolve this with the designer and getting no where I contacted the sales rep that sold me the package. He agreed the work submitted was indeed horrible and unacceptable. I told him at that time that I regretted paying Zoek in full. Spent a considerable amount of time with him going over the details of what I was looking for and what needed to be done. At the end of our call he said he would send me a copy of his notes from the call to make sure we were on the same page. I'm very busy with my work running my business and over a month went by and he never emailed me and no work was done. I attempted to contact him and got no response. So I contacted Zoek and asked for a refund. I then call ***** and he answered. I expressed my frustration, having wasted a lot of time and the project getting nowhere. I told him I wanted a refund and he said he would have to have his supervisor contact me. From the first contact with ***** he wasn't helpful at all and told me I would forfeit my money if I cancelled. He didn't ask to see any of the previous work, emails, phone calls etc. Zoek and everyone I have dealt with has wasted my time and they have not produced any satisfactory work. They haven't done anything I have asked them to do as far as updating my website. And now they want to tell me I have to continue to put up with them to get this done or lose my money. Unbelievable!Business Response
Date: 01/23/2024
We appreciate the opportunity to address this complaint.
At this time, Zoek has found resolution and is continuing on completing the website redesign project for the client.
Initial Complaint
Date:11/17/2023
Type:Status:ResolvedMore 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.
Hi. In August this year, I was thinking of adding a buy direct function to my site. I saw you had recommended Gozoek. After contacting them (they were very quick to respond) - I told them what I wanted and they gave me a quote. I then began filling in the required form on August 18th, providing my credit card details - but when it came to describing my needs, I stopped and decided I did not need their services after all. I contacted them immediately telling them I did not wish to begin the proposed project with them and asked them repeatedly to please not bill me. However, they billed me. They took $499 from my account on August 18th, I have been trying (unsuccessfully) to get a refund because they did not actually start or deliver the projected I was proposing. Their response (which is incredibly slow) has not been productive. They emailed me to say that they were looking into the matter, but two weeks later, they still have not resolved the issue or provided a refund. I have emailed repeatedly, and have tried calling their number, but I get a message saying their number is no longer in use. I did a search online under the term Gozoek scam - and see that a number of people have had the same issue with them. I reiterate: NO SERVICES were provided. I cancelled the project before it could start. Any help will be gratefully received. Thank you. ****Business Response
Date: 11/17/2023
We appreciate the opportunity to address this situation with the client.
Zoek sincerely apologizes for the inconvenience and is investing the matter further internally. This is not inline with Zoek's ethics or standards of communication and service and will be addressing this with anyone involved who did not follow proper procedures.
At this time, a refund has been processed for the full amount paid for services. Please allow 5 - 7 business days for this to be reflected in your account. Refunds are typically seen sooner but it is at the discretion of your banking institution.
Customer Answer
Date: 11/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
**** *****************************
Initial Complaint
Date:11/07/2023
Type: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 requested Zoek to do an evaluation on my business and website for SEO. They switched my request into a marketing campaign that was not only poorly managed, but possibly fraudulent. I was sold one product and provided another. I was continually promissed work that was not completed. There were unauthorized charges placed on my card by the company that when challenged about them, Zoek offered more services as a credit instead of reimbursing the charges.
This company certainly walks a fine line between being a scam and a quasi-legitimate company.Business Response
Date: 11/21/2023
Zoek appreciates the opportunity to address the claims made in the client's statement.
Upon connecting with the client, SEO was discussed as that was the initial area of interest that the client had. In the discussion, it was discovered that the client's expectations more closely aligned with a Paid Ads campaign so those options were mentioned and discussed with the client. At that time, in accordance with the client's budget and expectations, the client decided to move forward with a Paid Ads campaign instead of SEO. Services were explained to the client and an agreement was sent outlining the purchased services which the client signed and returned to Zoek, acknowledging that Paid Ads services were purchased, not SEO. Please find the signed agreement attached.
The client had an onboarding call and walkthrough of services and never stated that they did not want Paid Ads at anytime.
Paid Ads includes a monthly report call to review services provided and any metrics from the performance of the ads. Upon attempting to review everything with the client for the month of November, results were not able to be reviewed with the client as the client was very upset and hung up on the Zoek rep. The Zoek rep was not able to get in contact with the client again to be able to review results. Please find reports of the results obtained attached.
Purchased services were provided to the client as promised and results were obtained. At this time, Zoek has let the client out of their agreement prematurely in order to part ways and will no longer work for this client.
Customer Answer
Date: 11/21/2023
the company used high pressure sales tactics to persuade me to sign a contract with them. these tactics involved multiple calls, which, misrepresented the company's ability or desire to increase sales on my website.
when the company had a signed contract from me and my initial payment, the company charged my card with an unauthorized charge. further to this, the company did not begin working on the contracted work for weeks after it was due to begin, but changed me for the work anyway.
to be clear, the company promised a fully customized advertising plan to increase the sales in my website. in my view, the company used Google generated ads with zero customization, or supervision, and simply skimmed their fee while performing minimal work.
all representatives are scripted and clearly trained in order to pressure their clients to continue with the company's services, regardless of performance.
Business Response
Date: 11/22/2023
The client signed up for services August 22 and the campaign was launched August 24. The kick off call with the client took place on September 4. It does take time for the team to research the best keywords to used based on the client's location and needs and part of the payment made for services is allocated to that so while there were a couple of days without ads being run, work was being completed in order to kick start the campaign.
Zoek does not operate with high pressure sales tactics and does not force anyone into signing up for services. All options are explained and presented to clients and while it is the account managers job to make recommendations that may work best for a client, it is, of course, ultimately up to the client to choose what services they would like to move forward with. Clients provide credit card information and agree to charges for services before any payment is ever made.
It should also be noted that this client signed up for a 3 month agreement with the understanding that a minimum 6 month campaign is highly recommended for best results but the client only allowed Zoek to complete 2 months of paid ads,w which still generated leads.
Zoek is no longer working with the client at the client's requests and cannot provide a refund for services provided and results generated.
Customer Answer
Date: 12/01/2023
I'm tired of this.
Zoek operates in a dishonest and misleading manner. They did not deliver on their promises and charged me for services not rendered.
A Dieu
Initial Complaint
Date:10/10/2023
Type: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.
Hired this company through WIx. They took our requirements and presented our revised website. The criteria we requested was not met due to system limitations. We asked for our money back and only received half of the amount paid. Followed up, escalated for 2 months with countless of emails and phone messages without any response.Business Response
Date: 10/11/2023
Zoek is happy to assist this client with any billing adjustments that should be made. Unfortunately, at this time, the client has placed a chargeback on the services purchased so Zoek is no longer able to make any financial adjustments as billing is now being handled by the client's bank/credit card company. Zoek will contact the client's bank/credit card company and provide any and all necessary information to assist the client in accordance with the client's account.Initial Complaint
Date:08/28/2023
Type: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.
This website project and logo was not completed well. I had to end up doing my own logo which they did refund 350 of. but the website was not working and missing so much information I sent to them plus colors and design was not able to use with the package I had a wix. I have sent alot of email asking for refund and canceled everything and they still send me more things I can't use. I have to end up hurrying and redoing my website and this has been so upsetting and stressful. I need this resovle and closed out so. I feel there is a major lack of communication between departments and misunderstanding of what I needed and I don't have time to explain to them back and forth of my needs so that is what I signed off on the project to get so I could finish it. I have never had to final a complaint again any company. but when something is **** and I can use it and then will not refund me the money. I felt I have to tell others I am so behind with business it was cost me more the **** ....Business Response
Date: 08/29/2023
We appreciate the opportunity to address the claims made by this client.
This client purchased ********************** services which offer a website that is designed based on questionnaire responses from the client. Once the site is designed, they are asked to schedule their launch call where they will meet with a Launch Coordinator to review the website that has been designed for them and have the opportunity to ask any questions or let their Launch Coordinator know of any changes they may want. During the launch call for this client, a few changes were requested and the client seemed to be happy with the site after they were completed and approved it a few days later. Once the site is approved, a refund can not be provided. At this time, the client has full ownership of the website as it has been transferred to them and is in their ownership and control.
The client did not return their questionnaire for logo design and did not receive those services. When the client reached out and asked for a refund, a refund for those services was provided.
At that time, the client wanted to move forward with the Site Enhance Kit (another *********************** and submitted their questionnaire response. The initial designs were completed and sent to the client. The client never responded with any edits and instead reached out to request cancelation. Technically, no refund is able to be provided for these services as they have been rendered and provided to the client. As an exception, Zoek agreed to refund the client for half of the Site Enhance Kit should they not wish to use their edit rounds.
Zoek has also reached out and offered free retainer services to provide any edits that they may want on their site but the client has not responded to accept.
Customer Answer
Date: 08/29/2023
Zoek is the worst company I have ever had to do work with . I dont understand what they talking about questioner . I thought a team was suppose to call me and work together on what was needed not a bunch of fake Artificial Intelligence projects
i am requesting the name and address of the state attorney office to have this company look into for fake documents and taking people money and proving kindergarten like art for a website . I will be suing for the he amount of emotional damage this company has cause me
Business Response
Date: 08/30/2023
Zoek has provided the client with the services that were purchased by the client and has provided refunds for the services that were not used. Zoek also made the exception to provide a 50% discount for services rendered as well as offering additional editing rounds at no cost (standard cost being $199 for 2 hours of edits) as a courtesy to attempt to resolve the claims that the client has made about being unhappy with the website.
The client viewed their website in the launch call, asked for some minor edits which were completed and shown to the client at which point the client was happy and approved their website. Zoek was not made aware of any issues that the client may have had with the site and to this day, Zoek has not been made aware of any specific issues or things that the client would like changed on their site.
Zoek is not able to make any further exceptions for this client as services that Zoek has payment for have all been rendered and provided to the client.
Initial Complaint
Date:08/26/2023
Type: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.
This company has been emailing me for years from different addresses now after I requested multiple times to take me off their contact list.Business Response
Date: 08/30/2023
We appreciate to address this situation and provide resolution.
While Zoek does not have any record on file that they've been asked to stop sending emails, they have ensured at this time that emails will no longer be sent and apologize for any frustration this has caused. The email address connected with this complaint is not on file at Zoek so no emails would have been sent by Zoek but they have added it to at this time to ensure emails are not sent to *************************** either.
Initial Complaint
Date:08/21/2023
Type: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.
After multiple unsuccessful attempts to work with Zoek, we have requested in writing to cancel our Zoek Marketing agreement due to inferior service as of July 12th, 2023. The bottom line is the company simply does not do what their agreements outline and has made no attempt to correct the issues or maintain the relationship or even contact us until after the cancellation that they claim to have NOT received.
"Zoek" is nearly impossible to work with because they do NOT operate REAL TIME and they are even MORE IMPOSSIBLE to get ahold of.
Zoek operates from a round robin method of whomever answers the phone, wherever they are in the world, with no personalization or consistency of account familiarity and a repeated poor showing of customer service when you finally receive a response from the auto-generated email system. There was also 72 hours whereby as an administrator to our website, Zoek had 15+ other people logged onto our website and had given them administrative access (see screen shots).
A few examples:
*After multiple attempts to update our company name and address, it remained incorrect for nearly 30 days.
*SEO onboarding communication was fragmented and inaccurate. While the girl we worked with was lovely, she was not empowered to make decisions on behalf of Zoek.
*Monthly campaign updates were not received until the campaign was completed and implemented incorrectly.
*We were advised against setting up Business Directories on Google or otherwise which leaves us without proper marketplace presence.
*Web Page Creation & Deletion was neglected upon suggestion. To date, Google Local Business Citation and Local Business Citation Subscription remain unattended to.
Although outlined in the "services agreement' we were told the services below were deemed "NOT NECESSARY;"
• Business Directories,
• Website Bookmarking
• Classified Business Listings
• Article Engagement.Business Response
Date: 08/23/2023
We appreciate the opportunity to address these claims and provide clarity to the situation.
The client did not request to cancel services until August 16 (please see "No Emails From Client on July 12" attachment) in a response to the SEO completion email. The letter that was attached in the complaint is dated for July 12 but as the email outlines show, nothing was sent to Zoek on that date and that letter was not sent to Zoek until August 21 (please see "Cancelation Notice Received 1st Time on 8.21.23).
The client did email in on July 11 (please see "July 11 Email Not About Canceling" attachment) to ask about some emails that she'd received stating that there were problems with her SEO. It was explained to the client at that time that they were Spam emails coming from other marketing/SEO companies that are trying to get their business. This is further proven by the emails stating that there are serious errors with the coding of the website as it's not possible to accurately detect the coding with Wix websites as they're automatically coded through the design process and not manually.
The claims made by the client are not accurate and Zoek has diligently provided all promised services in accordance with the SEO campaign that the client needs. While not all services may be provided, each month is spent focusing on customizing whichever items a specific clients need for their website and SEO development as SEO is not a "one size fits all" service. Front page placement is generally attained between 6 and 9 months and the client has only been receiving services since April 2023.
The signed agreement has been attached for the client's review as well as the remaining balance is owed. Zoek is happy to work out a lowered amount but does encourage the client to continue receiving SEO services to receive the results they want.
Customer Answer
Date: 08/24/2023
Thank you for addressing
the claims and for providing what you believe is clarity. My apologies for
doing a poor job of submitting the initial claim. After spending so
much money upfront on this agreement, I was not prepared to submit backup
documentation to support a claim until it went to small claims court. It
appears in turn your team was not prepared to take me on as a client and a lowered amount is what it will take to move forward. I have paid for “services” & expect them rendered. I am behind on my cause and my website (as you
profess) is behind on its technology. Let's get real. There is NOTHING diligent about what Zoek has promised or
provided. It is 5 months post signature,
and one campaign has barely been executed. Correct; "while not all
services may be provided" - it is almost September. So, whatever has
been focused on each month is false and further correct, SEO is not a "one
size fits all" - that is why I thought to hire an "expert."
Although expertise is not what I received. I give you an "A" for effort in arrears however as you've come
on strong with messaging and phone calls since the cancellation and dispute
claims were filed. At this point, I would like to get on with my cause on a
healthy note with Zoek or as a fresh start with someone else. As I thank you so much for your willingness to work together
and to make things right - that is, at the very least, what is expected from professional
experts, especially those who are recommended from a Wix marketplace
that is highly respected. Please proceed with the work that is attached in the monthly SEO progress
report that I've just received yesterday. The work is already paid for
and approved.Business Response
Date: 08/25/2023
Zoek will continue providing SEO services to the client and will move forward with the recommendations provided in the monthly report.Customer Answer
Date: 08/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, with continuum and consistent communication - will consider this complaint resolved. I have received an email from and individual from the Zoek team and will start fresh to try again and see where it leads. Thank you for your attention to this matter.
Regards,
********* *****
Customer Answer
Date: 08/30/2023
Hello and thank you again for your support. I'm really upset by this whole situation. I was hoping to begin again with Zoek in good faith on a fresh slate after we closed out the BBB claim although I am now rejecting the response because after Zoek agreed to the complaint and to continue providing SEO services to move forward executing the ORIGINAL campaign, this morning, less than 24 hours later, I received two cancellation letters (see attached). At this juncture, I am seeking reimbursement of the original contract amount and DO NOT AUTHORIZE ZOEK TO use my credit cards or charge my bank account any additional transactions. Please advise with any questions. Thanks so much.
It remains that the original contract with Zoek was paid upfront in April for over $1500. It is now September and to date, I am being additionally charged $1,212 without authorization and Zoek is calling it a SUBSCRIPTION. Just yesterday I provided new verbiage for my website yesterday and regranted Zoek full administrative access. Today, my account status is cancelled, and I am denied access to my own edited copy. Isn't that stealing?
Zoek is unethical and lacks integrity. In turn,
- Not one campaign has been fully executed,
- No copy has been written by anyone but me,
- I have not spoken with the same person twice.
- Additionally, Zoek did not execute our original services agreement in totality or in a timely manner and is attempting to collect money in an unauthorized manner on services that were not performed.
At this juncture, I see no other choice than to reopen the case with the Better Business Bureau. AFTER I've just spoken with *** ****** in Zoek customer service - who was not much help at all! As a matter of fact, he was very argumentative. I only hope as the "oh-hold" recording indicated THIS CALL IS BEING RECORDED FOR TRAINING PURPOSES - THAT THEY SEEK TRAINING FOR THE STAFF. It is insurmountably frustrating to call into the service center and it is like going in circles to work with them. Furthermore, the lack of “customer respect” shown by this company is pathetic. How many opportunities do you seek to fix something and trust someone will say what they mean and mean what they say? Especially when you've paid them upfront. THIS IS UNETHICAL AND LACKING INTEGRITY.
Business Response
Date: 09/06/2023
Zoek was willing to move forward with the work presented to the client as soon as approval was provided by the client to move forward with the recommended SEO work for the month however the client placed a chargeback on the payments made for SEO services so Zoek is not able to move forward with any work as this account must now be handled by the client's banking instituion.
Zoek was surprised to receive the chargeback notice as the client had just agreed to move forward with services after having a better understanding of the services that were provided and the services that were to be provided for the following month. Unfortunately, Zoek is not able to assist the client with SEO services anymore.
Customer Answer
Date: 09/07/2023
The initial complaint is valid and stands with deep dissatisfaction of the services, support & billing practices of Zoek.
The chargeback was initiated on payments due to unauthorized and undelivered services.
This not only contravenes our agreed terms but is also legally questionable.
While Zoek did attempt to address the issue after the chargeback was initiated, it became increasingly clear that the company's response system is neither timely nor efficient.
This further instilled doubts regarding their operations and oversight of transactions, and, in my view, could explain their failure to honor the appropriate refund.
I firmly believe Zoek's actions to be a breach of my personal banking rights.
It's concerning to see a company access an account for services that were purportedly completed.
Character, integrity & best practices are fundamental tenets of any business relationship.
Given the circumstances and based on my experiences, I've determined that Zoek lacks these essential qualities.
Their processes, procedures, and employee training appear to be severely lacking, casting doubt on their overall professionalism.
In light of these events, I cannot, in good faith, recommend or associate with Zoek in any capacity.
It's paramount for businesses to uphold standards of integrity and professionalism, and unfortunately, I've found Zoek to be deficient in these respects and stand behind the original complaint.Initial Complaint
Date:08/15/2023
Type: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.
Created a website using Wix. Within Wix they provide a company that can assist with building websites. I spoke with *************************** on August 7, 2023. I agreed to purchase services for a developer assist in making an e-commerce site for my current website. ****** said the site should be done within two weeks. The only communication I received was a questionnaire. I have emailed ****** several times and get no response back. I called ******. He said a project manager was assigned to my job. I have yet to hear back from the project manager. Looking at reviews on BBB, this appears to be a common practice. As this point I want my money back as they do not appear to be a reputable company.Business Response
Date: 08/16/2023
We appreciate the opportunity to address the concerns presented here.
Zoek has already communicated with the client this morning and is working toward resolution. The services purchased do not offer an initial consultation and rely on the questionnaire until the work is completed and the launch call is scheduled, where the client can meet with the Launch Coordinator to review the work done, ask any questions, and let them know if anything else needs to be done. That being said, Zoek is happy to schedule a call with the client and reached out this morning and a call was scheduled. Again, at this time, Zoek is working toward resolution.
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