Complaints

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.

• Initial Complaint

  Date:10/02/2024

  Type:Customer Service Issues
  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.

  We had been with Will for years. Will had been doing our website, marketing, SEO since 2022. He is in ******* and his work hours wernt conducive with ours. We cancelled service to try another company. Will changed our website hosting from Network solutions to C Panel or H4Y hosting. We did not authorize Will to change our hosting. We need Will to give us all of our infomation. There shouldve been a professional handoff from Will to the new company. Instead Will just cancelled our website. We have reached out the new hosting companies and they said Will is responsible for giving us the information so we can continue running our business same as usual.

  Business Response

  Date: 10/16/2024

  Response to BBB Complaint Filed by ******* Roofing
  Date: October 16, 2024
  Submitted by: Will ******, Core Media Concepts
  
  Dear Better Business Bureau,
  
  I am formally responding to the complaint filed by ********************** against my agency, Core Media Concepts. I am deeply concerned by the accusations made in this complaint, as they are both unwarranted and damaging to my businesss reputation. I have gone above and beyond to assist ******* Roofing with this matter, but unfortunately, they proceeded with filing a complaint without first seeking to understand the facts or consulting with me or any of my agencys representatives.
  Below is a chronological summary of the events that transpired, as well as the relevant email exchanges to provide transparency and clarity about what occurred between October 3rd and today, October 15th.
  

  Full detailed HTML Response can be read here: ************************************************************************************************
  
  Summary of Key Interactions
  October 3, 2024:
  ******* ******* contacted me, claiming the company website was down and asking if I had changed their hosting from *****************. She said:
  "Did you change our hosting from *****************? Can you please provide access?"
  
  I responded with confusion:
  "What? Why is this website down all of a sudden? Why dont you call Net Sol directly?"
  
  ******* followed up, accusing me of switching their hosting without permission:
  "It appears that I sent you our hosting login and you switched it. Why did you switch it? We did not give permission to switch it. We need you to retrieve it."
  
  My response was clear and direct:
  "I did not switch it. How are you able to make that accusation? I repeatedly asked for it in the past and got no response."
  
  Over the past several months, I had requested hosting access multiple times to conduct regular maintenance on the website, but no one from ******* Roofing responded.
  
  
  October 4, 2024:
  A new user, registered under *************************** was added to the ******* Roofing website. I had no involvement with this.
  
  
  October 8, 2024:
  ******* emailed me, stating she had spoken with **** from ***************, their prior vendor, and mentioned:
  "**** said he will bill us for all of the work he has done to rebuild our website... The month we cancel services with you, our website was cancelled and no longer working as of 10/1/2024."
  Below is my detailed response to this email, where I addressed each of her points:
  
  
  
  Verbatim Email Exchange (October 8, 2024)
  Melissas Email:
  "Will, I spoke to **** with Yolee. He is who we used prior to you. He was busy and couldn't discuss the details. **** said he will bill us for all of the work he has done to rebuild our website. I'm sure it's not going to be cheap. It's odd that it has been working fine for the past 2 years but the month we cancel services with you our website was cancelled and no longer working as of 10/1/2024. I am waiting to hear back from him to get an explanation on the root cause of our website going down. There is typically a handoff from the previous company to the new company. This was not done. If we find it had nothing to do with you, we will remove our BBB complaint."
  My Responses to each point:
  "I spoke to **** with Yolee. He is who we used prior to you."
  Correct. I am familiar with **** and have reviewed prior emails involving him. ***** or their subsidiaries are your hosting provider, not me. I do not have access to your Network Solutions account, nor could I take the website down from my end.
  
  
  "**** said he will bill us for the work he has done to rebuild the website."
  I recommend clarifying with **** why the website needs to be "rebuilt." The original site (which is still in place) was not built by my agency. I previously mentioned that backend updates were needed, but I was never given hosting access to perform them.
  
  
  "It's odd that it was working fine until the month we cancel services with you."
  I agree this timing is suspicious. However, instead of discussing the issue with me, you chose to file a BBB complaint without knowing the facts. Even now, you acknowledge that **** has not provided a root cause for the issue, so filing a complaint against my agency was premature and unjustified.
  
  
  "There is typically a handoff from the previous company to the new company."
  I received no notification from you about a transition to another vendor. Had you communicated that Yolee would take over, I would have assisted with the handoff.
  
  
  "If we find it had nothing to do with you, we will remove the complaint."
  This is the resolution I am seeking. My agency had no involvement with your website going down. I ask that you remove the complaint promptly to prevent it from negatively affecting my business's reputation.
  
  
  
  Supporting Material (Based on the BBB Complaint)
  Melissa's Claim:
  "We had been with Will for years. Will had been doing our website, marketing, SEO since 2022. He is in ******** and his work hours werent conducive with ours."
  Response:
  ******* was fully aware of my location when she signed the agreement. Throughout the entire engagement, I consistently accommodated their U.S. hours and maintained open communication. Despite my efforts, they failed to show up for several scheduled meetings without notice.
  Melissa's Claim:
  "Will changed our website hosting from Network Solutions to C Panel or H4Y Hosting. We did not authorize Will to change our hosting."
  Response:
  This claim is both false and defamatory. I did not change their hosting provider. I did not have access to their Network Solutions account to initiate any changes. If their hosting or website settings were altered, it was not by my agency.
  Melissa's Claim:
  "There shouldve been a professional handoff from Will to the new company."
  Response:
  Melissas cancellation email did not mention anything about hiring another company. Here is her email again for reference:
  September 13, 2024:
  "Thank you for your assistance over the years. We have decided to cancel our service with your company. Please advise if there is anything you need on our end."
  Had she mentioned a new provider or requested a handoff, I would have coordinated with them as part of a smooth transition. No such request was made, and yet she now claims that I failed to provide a professional handoff. This is false.
  Melissa's Claim:
  "Instead, Will just canceled our website."
  Response:
  I did not cancel their website or hosting account. Without access to their Network Solutions credentials, I had no ability to cancel or interfere with their site. Melissas accusations are baseless and unjust.
  Browser Error Identifying Yolee Solutions:
  ******* Roofing later encountered a browser error that read:
  "This server could not prove that it is ******************; its security certificate from ***************************. This may be caused by a misconfiguration or an attacker intercepting your connection."
  This error clearly indicates that the issue originated with ***************' misconfiguration, not my agencys actions. If anyone is responsible for the hosting disruption, it is ****************
  Conclusion
  It is clear from the evidence that neither I nor Core Media Concepts caused the ********************** website to go down. The error message displayed on the browser explicitly mentioned a security certificate issue involving Yolee Solutions:
  "This server could not prove that it is ******************; its security certificate from ***************************. This may be caused by a misconfiguration or an attacker intercepting your connection."
  This misconfiguration is entirely on Yolee Solutions side, not mine. Despite these facts, ********************** filed this complaint without verifying the root cause. I have spent significant time and resources gathering documentation, responding thoroughly, and clarifying each point. It is unfair for my agency to suffer reputational damage due to unfounded claims.
  I respectfully ask the BBB to review this response, along with the attached email exchanges and documentation, and close the complaint in favor of Core Media Concepts. If the complaint is not withdrawn within the next few days, I will have no choice but to file a counter-complaint against ********************** to protect my business's reputation.
  I remain available for any further questions or clarifications the BBB may need and look forward to resolving this matter promptly and fairly.
  Sincerely,
  Will ******
  Core Media Concepts

  
  

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   
  
  Sincerely,
  
  ******* *******