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:05/05/2025

  Type:Product 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.

  Someone used my identity to register for an online counseling website account. I have emailed the company twice asking for the website to be taken down as this is not information that I have authorized. The customer support email has not responded to my request nor have they made any attempts to call me. Here is a copy of the emails sent:Someone has signed up for a domain with my name, however, I would like to have it removed as I did not authorize this website or domain to be set up. The website is ************************ Please reach out to me via email or telephone ************

  Customer Answer

  Date: 05/06/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:02/06/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 InSession around May 29, 2020 to create my website for my counseling practice I paid $99 a month to increase my *** and $15 a month for the website. For the *** service, they advised that I needed to create a new domain and we agreed upon ******************************* They also set up a ******workspace for me on November 1,2020 and created my first email *************************************** In fall of 2021 and winter 2022, I learned that the *** they created wasnt performing well and I wanted to try a new webhost. I was advised that I needed to pay out the remainder of my contract which I did. In session sent me an email advised that I needed to make final payment on my account of $297 which I did on April 1, 2022. On or about 1/8/2023, I realized that InSession was continuing to use my domain ****************************** to redirect online traffic to their business and other therapists websites in my area. I had made several requests for them to stop in the past and release my domain, but these were ignored. On 1/8/2023, I again requested that InSession release my domain so that I may maintain my email ****** workspace, but they will not release. They advised me their reason is that they did *** work to increase my standing in the area which I will continue to benefit from and will not release this. I advised them that I satisfied all of the terms of my contract and I was the one that provided the articles for the *** work to gain the online presence. I am currently working on getting my emails transferred to my current domain which is anewdayfamilycounseling.com but I have needed time to find someone to do this work. They are now saying they are going to repurpose my website. I am filing this complain for help in being provided time to complete my email transfer and would ideally like to keep my domain if that is possible.

  Customer Answer

  Date: 03/03/2023

  At this time, I have been contacted directly by InSession, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  InSession contacted me but refused to allow our mental health practice of ten therapists to keep our domain ****************************** or give us additional time to transition/notify our clients that we would be needing to create a new email.  This domain was tied to our email system which InSession also set up. However, they later said they didn't give permission to do this.  Many emails were exchanged back and forth between the director. She  was combative and unwilling to consider our perspective. I pressed upon the need to keep our email to protect our clients who may try to contact us in a mental health emergency.  However, they would not consider and pointed to their published policies on their website which are very vague and do not provide any direction when you decide to leave their hosting. They further responded that they would not allow our practice to "benefit" from the work that they did. They did set up our website, however, I provided the content, links and articles which increased whatever ranking and standing in the area that we earned.   They requested that I pay $3600 despite that we completely paid in full our agreement with them for two years. I offered to pay three times the market value of the domain. I researched the domain's worth on ******* which was valued at less than $100 due to its performance.  however, they refused to negotiate or consider. Further, Insession kept my articles and content on the domain and redirected this to another mental health practice in my area until I recognized this and sent them a message to stop. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *********************