Complaints

This profile includes complaints for SEOmoz Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SEOmoz Inc

  1111 3rd Ave Ste 1700 Seattle, WA 98101

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  SEOmoz Inc

  524 E Burnside St Fl 6 Portland, OR 97214-1148

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  SEOmoz Inc

  PO Box 70498 Seattle, WA 98127

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  SEOmoz Inc

  1221 E Pike St Ste 200 Seattle, WA 98122-3930

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:05/15/2025

  Type:Sales and Advertising 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 signed up for the free trial for a marketing class I was taking. I attempted to cancel, and request a refund as I was charged $179 for a subscription I don't use. They claimed they could not refund me the subscription because I had used it for 1 hour. I had only used it during the trial for an hour. There is no phone number to call. Poor customer service with an automated email system.

  Business Response

  Date: 05/27/2025

  To Whom It May Concern:

  This letter is in response to the complaint filed by Ms. ****** *******.

  Our Terms of Service, clearly outlined at *****************************************************, state that "Services payment obligations are non-cancelable and Service Fees paid are non-refundable."

  Despite this, as a gesture of goodwill, we offered Ms. ******* a 40% refund on her payment and an additional 40% discount for the subsequent three months of service. Ms. ******* declined this offer and indicated her intent to file a complaint with the Better Business Bureau.

  We made multiple attempts to contact Ms. ******* via email regarding her account. Ms. ******* informed us that these emails were directed to her junk mail folder. See attached file. 

  We believe that our offer of a 40% refund and a 40% discount for three months of service was a fair and reasonable compromise. Given our clear Terms of Service, we will not be altering our decision regarding a full refund. However, our offer of a 40% refund and 40% off for three months remains available should Ms. ******* choose to accept it. We are prepared to assist her via email in initiating this process if she wishes to proceed.
  

  Thank you.

• Initial Complaint

  Date:06/02/2024

  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 work as a marketing director for one company and own a digital marketing company. I was excited to try this software out. I did the free trial and then used it for a month. I attempted to cancel and request a refund but all I got was rudeness and awful customer service. This software is not worth the price. Their customer service is absolutely terrible. You'd think for $200 per month they would atleast be polite.

  Business Response

  Date: 06/10/2024

  Hi *******,

  My name is ***** and I am the manager of the customer support team here at **********************.
  
  I understand your frustration and I apologize that your experience with Moz Pro hasn't met your expectations.

  I want to assure you that we take all customer feedback seriously. Your comments about the value and functionality of the dashboard are valuable insights, and I'll be sure to pass them on to our product team. I would like to understand more about what you were trying to achieve to see if I can help in any way.
  
  I see that my colleague *** was working with you to find a resolution but did not receive a reply. As *** mentioned to you, we can request a one-time exception for the most recent charge. However, it would be helpful if you could share some specific details about what aspects of the dashboard you found underwhelming. This information would also strengthen my request for an exception on your behalf.

  Alternatively, I can add a credit to your account and perhaps we can explore alternative solutions that might make Moz Pro more valuable to you. We offer different pricing tiers with varying features. It's possible that a lower-tier plan like the Standard ($99/month) or Starter ($49/month) plan might better suit your needs. I'd be happy to walk you through those options as a credit would cover multiple months and help you achieve your SEO goals.

  We value your business and want to find a resolution that works for you. Please let me know how you would like to proceed. I'm here to help in any way I can.

  Kind regards,

• Initial Complaint

  Date:02/12/2024

  Type:Billing 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 used to have an used years ago with SEOMOZ. I paid them less than $100 a month for their services. Years later on May 2022 I signed back into my account because I received an email. This login triggered their system and they started charging my EXPIRED credit card (no longer even a valid card) approximately $195 per month for Moz services. I NEVER had their code on my site and never used any of their services. I never dreamed that they could somehow BILL an old card that wasn't even valid for years, but somehow they did. They billed me every month up until my accountant messaged me asking what it was in Oct 2023. This is absolutely ridiculous. They can see in their software that I didn't even setup my new websites with their system. I wasn't getting anything in return for my money. I want to be refunded in full for every month they charged me. They refunded me 4 months worth of ********. This proves they know they are at fault on this and I want the rest of my refund. Please help

  Business Response

  Date: 03/05/2024

  Hi ******,
  
  We understand your frustration and apologise for the inconvenience caused by the unexpected charges on your expired card.
  
  We have reviewed your account history and appreciate your patience while we investigated.
  
  We have already refunded you for the four months of charges and credited your account with an additional two months as a gesture of goodwill. While we understand your request for a full refund, we cannot reimburse charges beyond the six months provided. Our terms of service detail that it is the customer's responsibility to ensure the account is cancelled to avoid charges. Your account remained active during this period and there was no interruption in billing. Moz subscriptions function as a recurring service, similar to utilities or gym memberships. This means charges apply even if you aren't actively using the service during the billing period.
  
  Customers need to maintain updated payment information on their accounts to avoid unintended charges. While some banks may authorise transactions on expired cards for recurring subscriptions, it's ultimately the customer's responsibility to ensure their subscription status and payment methods are accurate.
  
  I can confirm that your subscription has been cancelled and you will no longer be billed.
  
  We value your business and apologise again for this experience.