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:11/13/2023

  Type:Service or Repair Issues
  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 ******** to complete specific work on my website (fix broken links, indexing issues, and redirect issues).. $900 was paid to her in October 2023. The work was not done properly. I am now left having to hiring ANOTHER person, spending more time and money I shouldnt have to if she completed the work she promised to complete.

  Customer Answer

  Date: 11/13/2023

  Receipt for payment included 

  Business Response

  Date: 11/22/2023

  I understand that youre frustrated. Id be upset if my business leads were dwindling, too. 

   

  On our initial call, you shared with me that another business had recently made updates to your website and that work had resulted in several issues that you believed to be affecting your websites search rankings. 

   

  Although I did not see this report, you shared with me that you received a report stating there were 20 broken links, 9 pages that werent indexing, dozens of images that needed alt tags, several broken images on blog posts, and a map that needed to be replaced. You also requested a site credit be removed from the footer. 

   

  This is exactly the work that was scoped: fixing 20 broken links, fixing 9 page indexing issues, adding alt tags to all of your images, fixing broken images on blog posts, removing a site credit and replacing your ****** map. This work was estimated to *********** hours. 

   

  I completed all of the scoped items, as well as an additional 30+ broken links (404s and 301s). In addition, I spend 2.5 extra hours troubleshooting page indexing issues outside of the 9 scoped pages. I did not invoice you for this overage as I empathize with your situation and genuinely wanted to help. 

   

  During the course of our engagement, I provided you with detailed status updates at least once a week. I understand that SEO is complex and that it could be confusing or overwhelming to read detailed descriptions and explanations of ****** Search Console errors without knowing what they mean for your website and your business. Knowing this, I invited you on two different occasions to schedule a call so we could speak in person and I could answer any questions. You did not schedule a call.

   

  Admittedly in a panic because you werent immediately seeing improvements in search rankings after just a couple days, you added a second SEO plugin and deactivated the 301 redirect plugin while I was doing the scoped work, disrupting the progress we were making and prompting many of the error messages you were receiving from ****** Search Console.

   

  It became clear to me that your expectations were that once these fixes were implemented, you would immediately become first in the search rankings and your phone would be ringing, guaranteeing you new clients and more business. 

   

  While I wished that for you, too, this type of work takes time and requires some patience as it take weeks, even months for search rankings to update. Furthermore, it would be impossible to guarantee that your phone would ring (at any date, immediate or in the future), even if everything in the search console was set up flawlessly. 

   

  Once the scope of work (and the additional 2.5 hours above scope) were completed, I provided another detailed status update, including a thorough explanation of several things that still needed to be addressed in order to index certain pages and that these items were not scoped in our agreement (for example, editing and/or adding new content with inbound links to the site). I invited you for a third time to schedule a call with me to review this and to answer any remaining questions about the project before we closed it out. You did not schedule a call. 

   

  When you emailed several days later to ask if you should enlist someone else to help you, I encouraged you to proceed since respectfully, we were over our scoped hours and the project was closed. At this time, you let me know that you were unhappy and I invited you for a fourth time to schedule a call so that we could discuss and come to a resolution that worked for both of us. You did not schedule a call.

   

  I understand your frustration and empathize with the financial stress not getting new clients is causing you. Im disappointed that it came to this and wish that my communication had been clearer with regards to deliverables and expectations.

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************