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Business Profile

Internet Services

Network Solutions

Headquarters

This business is NOT BBB Accredited.

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This business has 2 alerts

Complaints

This profile includes complaints for Network Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 189 total complaints in the last 3 years.
    • 37 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:05/01/2023

      Type:Product 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.
      Company customer service will not work with customers regarding expiring domains. Glitch in their system caused a domain to revert to autopay despite being set to renew manually. Contacted the company on the day of renewal as this is when I was alerted that the domain was renewed. They will not even attempt to assist or talk about a refund because they claim they cannot. However, they can easily take the money without authorization due to initially set to manually renew.

    • Initial Complaint

      Date:04/25/2023

      Type:Billing 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 have had a website with Network Solutions for almost 2 years and have been quite happy with them, except for them trying to upsell and add a bunch of extras to our account. We paid for an SSL Certificate that would expire June 22, 2023. On Sunday 4/23/2023 network solutions charged our company credit card for the 2-year renewal. Note this is 2 months prior to the expiration date. I own a business and would like to know how this is deemed legal? I would fail to have any customers if I billed them 2 months in advance. I feel this is an unscrupulous practice that should not be allowed! Why should they use my money for 2 months for free? Due to this behavior, we will be seeking another website service provider.
      Note I called and cancelled the SSl certificate renewal. We will see if we receive the credit back to our credit card.

    • Initial Complaint

      Date:04/18/2023

      Type:Customer Service 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.
      A client advised us today that our web site was down. I logged into Network Solutions and it states our account and domain were suspended.

      I contacted support and received a very unprofessional response to our critical web site being down. Our web site is still down. I have wasted 3 hours of my time on the phone with customer service and on an endless chat with an individual named ******.

      He refused to provide a supervisor after politely and professionally requesting this.

      I have attached the entire chat history for review. This is unacceptable.

      I am requesting a billing adjustment to our domain name and web hosting for One Year. I am requesting this adjustment for the lost time of our web site being down, and the unprofessional look displayed by Network Solutions suspending our web site. I am also asking this in regards to the time I have spent and upsetting experience I have received. I will not post any of this to social media and my followers.

      The second thing I am requesting, is confirmation that ****** has been either terminated or coached by senior management on customer service.

      I represent a Digital Marketing Agency and manage hundreds of web sites and services with Network Solutions.

      Thank you,

      ***** *******
      (****** * ******* ***)

    • Initial Complaint

      Date:04/13/2023

      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.
      We have been a customer of Network Solutions for nearly 20 years. Recently NS made changes in their e-mail services and our e-mails began going into spam folders. We reached out to NS 26 days ago and were promised a resolution within a day. It was not resolved. We have now reached out to customer service via live and online chat a number of times and have had two different case numbers assigned to our problem. Still no resolution. NS told us it has been "escalated". We have asked to speak directly to either tech support or back office (their description) and have been told they are unable to put us in contact with either one. Additionally we have asked to speak to a manager or supervisor and have been told that is not possible either. Each time we reached customer service it has been an off shore CSR and we have been told they cannot transfer us to the US. Today we were told yet again to give it another day. This is causing us to have to do extra work to ensure we are not missing important messages.

    • Initial Complaint

      Date:03/20/2023

      Type:Product Issues
      Status:
      Unresolved
      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.
      On 3/14/23 I called to order a domain and website hosting, generally about $100. The salesman agreed to a deduction for domain (generally free) but kept me on the phone for nearly 2 hours. He agreed to meet "Blue Host" prices, but said he would have to do this in two steps, an order with a refund at the same time. I understood I was signing up to a total of about $100. for afterimageart.gallery for 5 years, and a simple hosting package (no cart, no online sales, build-it-yourself website) for 3 years. He charged my Paypal Account $571.73 which was ridiculous. He then on 3/15/23 (next day) charged me an additional $117.00 and again 3/15/23 charged me an additional $437.88, for a total of $1,126.61 instead of the $100. I had agreed to. I complained next day, and on 3/15/23 they refunded $49.95 an additional $183.24, and $218.09 for a total of $451.28. I spent hours calling Network Solutions, who repeatedly disconnected me or transferred me to various departments. ***** *****, wrote an e-mail stating he would call me at 3:00 my time, and "discuss options". He did not. I called again today, twice, trying to get a refund, but a man (who would not say his name) agreed to a full refund, but refused to confirm that with an e-mail. In the meantime, 4 overdraft fees were charged, for $92. in addition to hours on the phone and a visit to my Bank. He said it would be another 7 days for a refund. He told me to call them Monday. In the meantime I notified Paypal of the 3 small refunds and the two large unauthorized charges, but they closed for the weekend. I wish to register my domain with a DIFFERENT hosting company, and have a full refund of $1,126.61 plus the $92. in fees they incurred. They should also be fined for mis-use of my account, and that I did not have use of my funds for the intervening time.

      Business Response

      Date: 03/28/2023

      We have received the complaint for ******* ** **** complaint # ********.

      Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with our team members to understand these issues better and respond appropriately.

      We can confirm that our customer service department was able to reach the client by phone to address their concerns raised in this complaint. At this time, we have provided the client with the refund requested and are in contact to ensure we have fully resolved their concerns. Please allow 3-5 business days for the refund to be received.

      We sincerely apologize for any frustration or confusion this may have caused. Should the client need further assistance, we would recommend the client reach out to support. 

      Sincerely,

      New Fold Digital Executive Office

    • Initial Complaint

      Date:02/28/2023

      Type:Product 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.
      Network Solutions promised to transfer the website that was built for me to their hosting platform. They maintain that was successful. IT was not. The site they put up is not the site that was built. They claim that the theme of the built site was corrupted and they cannot fix it.

      If that is so, I should have been advised that there was a risk involved in moving my site to their hosting service. I was not. IF they cannot move the entireity of my built site, I want my money returned. I gave them money for both hosting andIT srvices. I want this all returned.

      Thankyou

      Business Response

      Date: 03/02/2023

      Dear Better Business Bureau,

      We have received the complaint for ***** ******, complaint # ********. 

      Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with our team members to understand these issues better and respond appropriately. 

      We can confirm that our customer support team has cancelled the My Time Support service for the work on the web site transfer that they were not able to complete successfully, as well as the hosting services the client purchased. The client was also refunded $174 for the My Time Support service, and $119.52 for the Essential Hosting service on 03/02/2023 which should take 5-7 days to process. The client was notified about the cancel and refund on 03/02/2023 via email in our system under ticket # ********. 

      We sincerely apologize for any frustration or confusion this may have caused. 

      Sincerely, 

      New Fold Digital Executive Office 

    • Initial Complaint

      Date:02/08/2023

      Type:Billing 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.
      Date of the transaction: March 1, 2022.
      The Amount of Money that we paid business: $1,014.26.
      What the business committed to provide you: Email provider.
      What the nature of the dispute is: We go double charged on two separate credit cards (Accounts **** and a Visa Credit Card,) for a service that we never requested.
      Whether or not the business has tried to resolve the problem: No
      Account Order/ Tracking #: ********/ Invoice # *********

      Business Response

      Date: 02/15/2023

      Dear Better Business Bureau,

      We have received the complaint for ****** ****, complaint # ********. 

      Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with our team members to understand these issues better and respond appropriately. 

      Our support team has investigated the charge in question for the total of $1,014.26 and they have found that this was the total of two separate orders. The first charge for $79.95 is from Order # ********** that was charged on 03/01/2022 and charged on a Visa card ending in **** in the clients account under account number ********. This was an auto renew charge for 5 domain names iongarde.info, iongarde.net, iongarde.com, ionguard.com, and ionguard.net. The second charge for $934.31 is from Order # ********** that was charged on 01/30/2023 and also charged to the same Visa card ending in ****, but on a different account that belongs to the client under account # ********. This order was an auto renew for 2 years for the domain name ************, a Professional Email Plus service for *********************, and a Premium Web Hosting service which is not not currently being used for web server space, but does have email accounts set up for the domains richcocpa.com, intelfiber.com, and iongarde.com. As it appears that some of the services are showing still in use, the client will need to reach out to our customer support team at ************** to be authenticated to the account if they wish to cancel the services and request a refund if applicable. 

      We sincerely apologize for any frustration or confusion this may have caused. 

      Sincerely, 

      New Fold Digital Executive Office 

    • Initial Complaint

      Date:01/19/2023

      Type:Billing 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 was previously a customer of BlueHost.com for domains and hosting services for several years. Due to their extremely poor function web hosting platform for business and non-existent customer service, I moved on to another company in the middle of last year.

      Knowing their extremely poor reputation across the entire United States with anyone who has ever had a website or domain, so many BBB complaints and 1 star reviews, I expected they would have a BBB rating of F (like other slimy businesses in this category of extremely poor and inept business practices). I was shocked the BBB has them at an "A." It's apparent that "Blue Host" is a paying member of the BBB and is paying for an "A" rating.

      I deleted all services with BlueHost.com/NetWork Solustion so they do not autobill or renew. In fact all my websites and domain registrations were removed from BlueHost and over to another company.

      After all these months a $179.88 credit charge appears from BlueHost on my credit card account. As typical all emails from BlueHost.com are "NOREPLY," there is NO "Contact Us" form on their website. If you call hold times can be an hour or longer to talk to someone in India or Phillipines who will take your info, make a ticket and never hear anything again from them.

      The BBB and other complaints is the only way to get a US person to pay attention to a customer.

      My info:
      I have old accounts under ID's
      **************************
      ***********************
      The last 4 of my credit card where these "UNAUTHORIZED" charges appear is: ****
      email address associated with one old account: *********************
      My name on billing credit card: **** **********

      Needless to say if there is any error caused by you or due to me being UNABLE to remove my credit card from the account you assigned me, now is the time to process the refund. Please ensure I'm never billed again.

      Refund the charge or expect a credit card dispute in 10 business days.

      Business Response

      Date: 01/27/2023

      Greetings, 

      We are sorry to hear about these concerns *** ********** raised.

      To assist with the requested refund we need to validate ownership of the account. Our team has attempted to call *** ********** serveral times and have only been in contact with them via email. We have been attempting to assist via email however, we need to speak on the phone to validate ownership of the account. We explained once ownership is validated we can continue with the cancellation of services and help process the requested refund. *** ********** informed us our emails are going to be blocked and we have not received any response to our requests to setup a call back so we can continue to assist with their concern. 

      We request *** ********** to please reply back to our emails to setup a call back to complete account validation so we can proceed with the requested refund. 

      Thank you.

    • Initial Complaint

      Date:01/11/2023

      Type:Product 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.
      Network Solutions requested that we pay for services years in advance. We did what they requested. When their server was hacked in June of 2022, our online business was shut down. We requested that they secure the server with two step verification. They refused. We had no choice but to move our website to another hosting company. Our request for a refund our money was denied because not paid within the past 30 days. The continue to request services be paid a year before due. They refuse to turn off auto renew, and send email billing notices for services we have not used in months, and will never use again. This is billing fraud. I called customer service to request that that stop billing us. They hung up on us.

      Business Response

      Date: 01/13/2023

      Dear Better Business Bureau,  

      We have received the complaint for **** ******, complaint #********. 

      Please know that we apologize for any frustrations the client has experienced. 
       
      We apologize for any confusion; however, it is our obligation to notify our clients of upcoming product expiration to ensure no lapse in service. We can confirm our client has no products set to renew automatically within their account,  
       
      We have added two-factor authentication to ensure our client’s accounts are not compromised. 
       
      We offer various terms with the renewal of our services to best suit our client’s needs and is our client's choice to renew for the term specified. Automatic Renewal can be enabled or disabled through the account manager. Our refund policy states if a client did not wish to automatically renew the product, we give our client’s a 30-day window to request a refund in full. Requests for refunds would need to be made in that period.

      In light of clarification to the response of the client, Network Solutions considers the matter closed and asks that the BBB will do the same. 

    • Initial Complaint

      Date:01/04/2023

      Type:Billing 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 want all of my Network Solutions accounts to be closed and not auto-renewed. I also want them to remove all credit card and meta data information pertaining to me wiped from their site and servers.

      Timeline:
      On 12/29 I received an email from Network Solutions that my subscription for a domain name, web-forwarding and other services were going to auto-renew. I don't use any of these services anymore and I wanted to cancel everything. I went online today, but I couldn't opt out of the auto-renew. I also couldn't remove my stored, and expired credit card from my account.

      I proceeded to call the company twice today (1/3/23 @3:34pm & 4:11pm) *************, and spoke with multiple people in multiple departments overseas. I was given misinformation, transferred, misquoted, refused a manger and placed on extended hold times - all multiple times.

      During my conversation @3:34pm, I asked for my account to not be auto-renewed and a rep during my 3:34pm call confirmed he opted me out. However, he couldn't provide proof when I requested a formal email. Nor did he offer to get me help. There was no proof that I ever cancelled. This is when I asked for a manager. I was offered a call back, but there was no ETA that could be given, so I kept waiting. He transferred me, but never gave any details to the next rep - who was in a completely different department. Things didn't improve from there.

      I'm attaching three screenshots:
      1. The original email showing the products that will auto-renew.
      2. My account page showing the Auto-Renew options is blacked out so I can't choose that option.
      3. My account wallet showing no option to delete my card from their system.

      So I ask again from the business: I want all of my Network Solutions accounts to be closed and not auto-renewed. I also want them to remove all credit card, account, and meta data information pertaining to me wiped from their site and servers. And I want all of this confirmation in writing.
      Thank you.

      Business Response

      Date: 01/11/2023

      We have received the complaint for **** ******, complaint #********.

      Please know that we take customer dissatisfaction very seriously.
      As a result, we have reviewed this matter thoroughly with our team members to understand
      these issues better and respond appropriately.

      First, we would like to apologize for the inconvenience
      experienced during the client’s efforts to work with or reach customer support.
      We can confirm our support team attempted to reach out to confirm the client’s
      request or concern, and confirmed autorenewal has been disabled for all the
      client’s services. The products will remain active in the client’s account
      until the next renewal date, and they will naturally expire, unless the client
      decides to manually renew. Additionally, support has confirmed there is no
      billing information left on the account, or primary billing configured. Should
      the client reach out to support, please reference case number *********, and
      they would be happy to help.

      We sincerely apologize for any frustration or confusion this may
      have caused. Should the client need further assistance, we would recommend the
      client reach out to support.

      Sincerely,

      New
      Fold Digital Executive Office

    Network Solutions is NOT a BBB Accredited Business.

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