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:10/08/2022
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 have a website that is a mobile or in-home massage therapy. that is hosted by ******* and endorsed by Zoek.com (which does SEOs) to have my website seen on google search. I am not signing the agreement if this company was not identified by *** as its partner in hiring professionals to get more traffic and be seen on google.
Months have passed by and I am not seeing anything when I typed keywords and that is the main agreement we have agreed. I waited for an invoice from Zoek but there was no invoice in my email inbox. I registered my website to an application and Google Business which in turn helped my website get trafficked and not an effort from Zoek which they are claiming.
After a year, there was still no appearance of my website using keywords and I am really frustrated waiting for them to contact me and send an invoice but they sent me an email informing me that they closed my account.
There are plenty of complaints on BBB about this company which is all related to my issue. Please read some of it and seems alarming to consumers who are unhappy.
I have correspondence with David L*** from Zoek who insists on paying my due as this will be forwarded to the collection agency. I am just a small business and I need your help.
Business Response
Date: 10/10/2022
We appreciate the opportunity to address this client's concerns and have thoroughly investigated these claims.
The client signed up for services on July 15, 2021 and signed the agreement (please find attached) acknowledging the terms and conditions, services that were to be completed, and the payments owed for services. Zoek began working on the SEO for the client and completed the Offsite and Onsite SEO by August 30, when the completion report detailing all that was completed for the website's SEO was sent to the client (please find attached).
Since the completion of the Onsite SEO was completed on August 30, 2021 the website has seen a 360% increase in site visitors from Google (please find full report attached); this means that people have searched for keywords and/or keyword phrases relevant to the website, found the website in Google's provided search results, and clicked through to the website. This is a clear and direct result from the website's SEO successfully working as Google has become familiar with the website, trusts it as a reliable resource for people searching for keywords/phrases related to the website, and is referring it to people searching online which is what SEO is intended to do.
At this time, the client is in a Collections Status and currently owes $1,920 for all services provided as the client only made 2 payments for services. Zoek's billing department has offered several flexible payment options in order to resolve the owed balance without needing to involve a 3rd party collections company and agrees to hold the account for another month in order to give the client the ability to resolve the past-due balance directly as once it is provided to the Collections company, Zoek can no longer negotiate.
Customer Answer
Date: 10/11/2022
You only sent a report ONCE and not monthly that your team is claiming. How will I know if there is traffic on your side until August 2022.
I registered my business on Thumbtack app since May 2021, traffic is from this application.
What I expected according to your contract is about using KEYWORDS that will make my website on top of google search but THERE WAS NONE.
I cannot wait for business going downhill so I registered my website on Google Business.
Do not pretend that you did you job just because of the agreement that I have signed.
I DO NOT SEE ANY EVIDENCE BY USING KEYWORDS.
Business Response
Date: 10/17/2022
Traffic reports are available directly to the client 24/7 through their Wix dashboard.
The client chose the keywords for the account on the phone with a representative and was emailed on August 15 with an request for the client to review the content that was written and added to the website. The client reviewed and approved the content at this time. As a reminder, the keywords that the client chose are massage therapist, mobile massage therapist, prenatal massage, sciatica pain relief, and home massage therapist. It is important to note that Zoek does not promise that any specific keywords or keyword phrases will generate placement in search results or keywords.
Any visitors from other places online will be noted as such. Organic visits only reflect anyone that has found the website organically online by searching for keywords related to the business, finding the website in the search results, and clicking through to the website. Organic visits do not include anyone that has clicked from any other place, like Thumbtack for example.Zoek will continue to honor the offer to settle the past due balance with the client directly before sending the client to a 3rd party collections company as the client has not paid for any of the services rendered by Zoek which has shown a direct correlation between SEO work being completed and a clear increase in traffic.
Customer Answer
Date: 11/01/2022
Attached are informations given to me with regards to using keywords to see my website on google search. This is the agreement sent by ******* that is why I was encouraged to sign the agreement.
If you did your work which you are claiming, PLEASE SHOW REPORTS. Reports mean proofs that you did our agreement. There are 13 items agreed and 10 items to add ons.
And WITH YOUR KIND OF BUSINESS ENTITY, HOW COME YOU DO NOT SEND ANY INVOICE? IS IT BECAUSE YOU WILL JUST CHARGE FROM YOUR CLIENT'S CARD ALTHOUGH THERE ARE DISCREPANCIES IN YOUR "WORK"?
You even waited for a year to send me delinquents because if I refuse to pay your threat is collection agency?
Is this some kind of a scam to consumers?
Please read attached email sent by ***.
Initial Complaint
Date:10/04/2022
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 signed with Zoek and paid for a service they said would be completed in a month or two. 7 months into a 1 year contract I was constantly contacting them asking why my project wasn’t done. They said I “fell through the cracks” yet continued to take my money all that time from my bank account. I have paid them and they continue to pull money out. They are a sketchy company at best taking advantage of people. All the people that worked on my project have since quit. Horrible companyBusiness Response
Date: 10/04/2022
We appreciate the opportunity to address this claim as we take any statements like this very seriously and are happy to provide some clarity in this situation.
The client purchased a Premium Website Design package along with an SEO add-on on September 24, 2021. Website Design services are not promised to be completed in any amount of time unless a rush is purchased and this client did not purchase a rush. The website design process is reliant on the client's response time as well as the teams ability to perform work on a first come, first served basis (a purchased rush guarantees client requests are moved to the front of the line) which was done for this client. That being said, the client approved their website design on October 22, 2021 (please see the approval form attached), less than 1 month after signing up for services. At this time, SEO work was able to be started, was fully completed, and a report was sent to the client detailing the onsite SEO work that we completed for the website (please find the report attached).SEO and Web Design services are available at 1 cost and clients can choose to pay upfront or opt into monthly payments; these monthly payments are made to pay off the services provided over a 6 month or 1 year term. This client chose to pay off the purchased services monthly but this does not mean that payments are made for work to be completed each month as Zoek completes the work as quickly as possible instead of completing a little bit each month so while actionable services may not be provided each month, everything is completed accordingly for the purchase amount.
All work has been provided to the client in accordance with the promised services and signed agreement (please find attached) and a refund is not able to be provided.
Customer Answer
Date: 10/04/2022
Im not going through all the emails to prove they didnt do their job however fact is I was forgotten about. They took my money then the web desiner quit and didnt respond to the changes I wanted and when I called and told them they said it was 99 bucks a month to change it more. They nickel and dime you on everything, their employees put you on the back burner and dont respond, dont listen to your needs and they admitted me to me that my account got lost in the cracks and they will work on fixing it. Its just been a horrible experience from the beginning to end with this company for no returnBusiness Response
Date: 10/05/2022
Premium Website Design includes rounds of edits that were all utilized by the client before the client approved the website. Zoek is unable to provide limitless ongoing work for websites at no cost but does offer retainer services for 2 hours of work for $99 which can be purchased and stopped at any time.
All SEO work was completed as well and all reporting sent to the client for review.
A refund for all services agreed upon and provided to the client is not able to be provided.
Initial Complaint
Date:09/22/2022
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 hired this company to create my website. I paid them in full up front and was prompted to pay an additional fee to have the site created from scratch , rather than them using a "template" I sent style frames and was very clear on what I wanted. Almost two months later, I still do not have the website. It's been excuse after excuse as to why they are unable to do what I asked of them. With every pass at a fix, a new problem occurs and then they tell me they can't fix it. This company is unprofessional, does not take direction and then has the audacity to tell me I'm not communicating properly. I was refused the opportunity to speak directly to their designer. I was told rather to go through a "project manager" who had absolutely no idea what she was doing. I gave several passes of "notes" to her that were never addressed until I had to threaten with legal procedures. I plan on filing a report with the *** as well. Zoek marketing is an embarrassment and should return part if not all of the money they charged me for the stress incurred and for the fact that I still do not have my website.Business Response
Date: 09/27/2022
We appreciate the client giving us the opportunity to make things right. Zoek and specifically the client's Project Manager has worked extensively to provide more than the allotted rounds of edits in order to get the client's website completed to their liking. The client has approved their website and the website has been transferred to the client for their use.Initial Complaint
Date:09/14/2022
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 hired them to design a website for me. I had a Blog with Wix, Zoek was recommended by wix to redesign my blog, so I retained them to redesign my website. They did that, but they did not transfer my content to the new site. Now I can't get anyone to respond to me to try and get it fixed. So basically I wasted $550. I would appreciate any help you guys could give me in straightening this fraud out.Business Response
Date: 09/14/2022
We appreciate the opportunity to address this request with the client again.
The client purchased an ********************** that includes a simple website up to 6 pages that is based on a selected template and defined questionnaire responses. ********************** does not include extremely customizable options, ongoing work or edits and is intended to be a "do-it-yourself" option available at a low cost for clients that do not want to purchase a Premium ************** and are comfortable with making any needed updates, edits, changes, etc. themselves after the basic site is completed and approved.
Retainer services can be purchased that would allow for Zoek to manually transfer over the previous blog posts and this was explained to the client but the client chose not to purchase retainer services. At that time, the launch coordinator who assisted the client with launching the website provided the client with assistance to show how to add the blog posts and make edits to the blog application.
Zoek is not able to continue to provide work for the website unless the client would like to purchase retainer services.
Initial Complaint
Date:09/07/2022
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 to complete work on site when they did. it complete the work, i asked for a refund and they refused.
The representative stated that they would show experiences with this and they don’t have to complete the work to get paid !Business Response
Date: 09/08/2022
We appreciate the opportunity to address these statements for our client.
Zoek was hired to complete SEO work on the website and it was completed, as the client stated in their complaint. The client was emailed a full report of the SEO work completed in August of 2021 and we've attached it here for reference.
Zoek cannot provide a refund for services completed and provided to the client and this is why the client's request for a refund for services provided is denied.
The signed agreement detailing provided services has also been attached for review.
Thank you.
Initial Complaint
Date:08/29/2022
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 paid for services that were never rendered. I signed up for services on July 27th with Dave following a phone appointment. I gave the company access to my Google My Business account and hear nothing for a month despite repeated emails and phone calls to Ginny, Dave and the help desk. On August 23rd I sent an email requesting to know the status by the end of the day as I had been ghosted for a month. I received a call from a man telling me that there was nothing done on the accountant and would have someone contact me as he didn't have the form I had to fill out to cancel. I immediately emailed Ginny and stated I wanted to cancel and refund the initial payment. I get a response email that someone will get back with me and the following day, August 24th, I receive a call from Joseph. He confirmed that nothing had been done on the account and he didn’t know why. I told him I spoke with a man the day before and that I wanted to cancel the account and I want a refund for services never rendered and that I needed him to send me the appropriate paperwork since the contract says that I cannot cancel by phone or email. He said that he was opening a ticket to find out why and that he can push the next payment back a month since nothing had been done. I told him I was dealing with my special needs children and to send me the paperwork via email. He sends me an email detailing the services I signed up for, not the paperwork to cancel at 5:28pm on the 24th. The following day, 25th, a dashboard is created for my business and I am subsequently charged for the next months’ service. I immediately email Joseph and tell him to refund both of my payments and cancel my account as I had requested. I received no response for 3 days until I called him this morning, Monday the 29th, and I’m told that he can only refund the latest payment and not the initial because they created the dashboard in response to his ticket he opened as to why they had not done anything with the account.Business Response
Date: 08/30/2022
We appreciate the opportunity to address this with the client.
Zoek did provide the Offsite SEO services in the first month of service as promised. Management is looking into the claims made that the representative said that Zoek did not complete work for the client as this is inaccurate and Zoek apologizes for any confusion as the baseline report was available in the account but due to the email not being sent, the representative assumed the baseline report was not completed. The baseline was completed prior but the email did not send due to an internal error that Zoek's IT department is investigating currently.
In an effort to rectify this, we have voided the most recent charge - ****** ********* ************************************ - and will be discontinuing directory listing services.
Thank you.
Customer Answer
Date: 08/30/2022
The baseline report was not started until 8/25 (see attached) after I had been requesting a cancellation and refund and Joseph opened a ticket as to why nothing had been started in the account; Dave confirmed nothing had been started as well. Likewise, I made several attempted contacts with Dave, Ginny and the Help desk over several weeks as to why I had not received the baseline report and dashboard access in the 5-10 days stated at enrollment and did not receive an email response from anyone until 8/23 after I stated I wanted to cancel and a refund. Had this been an email issue as stated by the company, then any of those emails to multiple people would have been the time to address my not having received said email. See previous screenshots, more available including phone conversations. The company has also redacted the original pdf from the initial email despite holding the initial payment of $94.Business Response
Date: 08/31/2022
Zoek has already voided the most recent payment as is owed in compliance with the date of the request to cancel. A further refund cannot be provided at this time.Customer Answer
Date: 09/01/2022
As stated, the initial services with the signup payment was never rendered and my attempts to contact the company through Ginny, Dave and the Help desk were ignored for several weeks. This company is intentionally taking payments and failing to render the services in accordance with their own contract. Given that the company stated that they had a technical error that led to a failed email, their employees fail to respond to me for weeks, representatives repeatedly gave "inaccurate" information, and they are choosing to keep a payment for a service never rendered followed by an attempt to solidify the initial payment AFTER I requested the forms to cancel (only received after filing with the BBB), pretty much sums up the integrity and professionalism of this company; as does their poor BBB rating.Initial Complaint
Date:08/08/2022
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.
Zoek Marketing was recommended to me by ***. I spoke to an account specialist by the name of Sunny F****** who I spoke to extensively about the services they offer. Upon speaking to Sunny she informed me to keep in mind that the company has a guaranteed money back policy. I proceeded to commit to the have the company design my website. I was sent a questionnaire that I filled out once that was submitted the company would start designing my website. I sent the questionnaire back and after a week of not hearing anything I decided to give Sunny a phone call to see what was going on she advised that they were waiting for me to send the form back, I advised that the form wad filled out a week ago. Instead of her taking accountability for them not starting production she kept stating that the form had to be sent back then they would be able to get started. Again, informed the form was sent a week ago. She found the form and advised my website would be completed within a week. A week goes by I received an email to scheduled my launch call with Alexis A******, went went over the site in great detail until I was satisfied. I ended catching covid and pneumonia on top of losing my job. I reached out to Zoek to advise them of the circumstances, and to request a refund because again Sunny said I can get my money back at any time. Zoek is refusing to give me my $275, stating that since the website was approved I cannot get a refund. Neither Sunny or Alexis advised that I could not get a refund after the fact. I spoke with a Senior Account Manager whom advised they do not do refunds for express sites and the only solution would be more edits etc. I advised him, I no longer want to do business with this company, I would like to get a refund and take my business elsewhere, because again I was not informed that I could not get my money back after the fact especially for an express site. Zoek Marketing is misleading customers on policies after you do business with them Bait and SWITCHBusiness Response
Date: 08/09/2022
Zoek appreciates the opportunity to provide clear information regarding this account.
The client purchased an Express Website Design package from Zoek and agreed to pay 1/2 up front and the other 1/2 in 2 weeks. The website was designed in accordance to the client's requests and the client approved the website; signing and manually checking a box agreeing that no further edits would be provided by Zoek (as edits are not included in Express Website Design packages) and that no refund would be approved at that time. The reason for this is that the client has full access to their website at that time and Zoek cannot provide that to a client that may request a refund later on, of course.
The client failed to make the 2nd payment for their website and contacted Zoek requesting a refund, which could not be provided for 2 reasons; first that the client never paid for the website in full and still owed a balance of $275, and second that the client approved the website, acknowledging that a refund would not be permitted any further.
As a complete courtesy for the client's personal situation, Zoek has already spoken with and informed the client that they will not be requiring the 2nd half of the payment and will dismiss the past due balance without getting a collections company involved.Initial Complaint
Date:07/26/2022
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 initially spoke with a sales executive for hrs on the phone explaining what I need only to find out once I joined they they do NOTHING for me. From the initial get go the company made no changes to my website other than adding “key words” which they had me pick out (isn’t this their job to research) that was the project I paid for me picking out five key words for them. They have done nothing since I signed up. They promised I would be number one on google (or even on the first page) can’t find my business at all. There has been minimal traffic from day one and it has rapidly decreased on the organic growth on the analytics they sent me. Called and emailed multiple times to complain and spoke with the manager for two hrs. He was speechless when I asked him what they actually do each month to be receiving this payment (and he had 0 words to say) and i asked him if he would personally pay for this service himself and not (no response). He then promised to give it another few months to see changes and sent me an email of suggestions I could do on my end to improve more clients going to the website… that’s WHY I’m paying them. They do absolutely NOTHING. You can see it on the analytics they auto send they have so many terrible client reviews about their lies. I asked them to call me once a month to at least check up on me and my business and nothing. All these false promises and even on their promise of after 90 days of no results they said they would pause payment and do advanced SEO. None of that was offered. This contact should no longer be binding since they didn’t do what they promised on their end. At this point I expect a refund and for this contract to be canceled immediately and indefinitely. I will no longer send payments to a company that is not doing a single thing they promised they would do. Please see all attachments of emails, results and false promises.Business Response
Date: 08/05/2022
Zoek is currently not able to discuss this account as they are providing all necessary information to the client's banking institute to address these claims.Customer Answer
Date: 08/05/2022
I do not accept this response from the business. I have sent multiple screenshots and evidence that this company did not complete their end of the contract and therefore will not be paying this any longer. This contact should be void at this point.Business Response
Date: 08/08/2022
Zoek is currently not able to discuss this account as they are providing all necessary information to the client's banking institute to address these claims.Customer Answer
Date: 08/09/2022
I want this company to actually prove all the screenshots that I sent wrong. There is 0 evidence that they did their end of the contract in order for this to be binding. The fact that they keep saying they are bringing this up to the bank just shows how they have nothing to say… I would like for them to privide a legitimate answer as to what they helped me with… like I said I talked to the team multiple times and they themselves didn’t have a response as to why they would ever use their services bc they know they don’t do anything. Every time I get on the phone with someone it’s sad what their responses are this company is so awful, I should have looked at over 100 complaints bc they truly do nothinggg for you!!
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