Web.com Complaint - Web.com service does not work
I received a call from a representative of Web.com who told me that he noticed that I was a member of Merchant Circle and that they service Merchant Circle and that their service works and that they had something going between them and Google and that my business will go up. He knew how to sell the service, So I gave my cc info. Then I decided to call back and cancel. I spoke to a lady who was at the top of nice to manipulate me. But then she agreed to give me a one month free trial. Absolutely nothing happened. They had me make many changes to my website that I found out Google gives you the same information for free. So I didn't ask to subscribe and no one called to ask if I was satisfied and if I wanted to go ahead and subscribe. Then recently I noticed 2 charges on my statement for 71.95 each. I called to the same lady who claimed that she told me about it at the beginning. I asked for a refund but was denied. I called my Master Card agent who told me that once you give your cc info and took the free trial according to the rules they go by, they can't reverse the charges. So it's a legal technicality that protects them. The bottom line is don't subscribe to their service. "It does not work" I got nothing from it and my Google rank went down, maybe because of them resubmitting to Google.
Company Response on 01/11/2010:
This review pertains to our Visibility Online product, which comes with the following services:
* Analysis of your existing website, providing a detailed 14 point site analysis with suggested changes for improved search engine performance.
* We complete monthly submissions to major search engines, including Google(tm), MSN®, Yahoo!® and others.
* We provide local exposure to connect with local customers, including Internet Yellow Pages and
Google Maps(tm) with local coupon features.
* We provide real-time, on-demand tracking with allows you to check how your site is performing with our detailed reporting.
* Also included is ongoing access to our Search Engine Submission Experts - with 30 minutes/month of consultation time.
A facet of this product is to provide recommendations to help our customer's websites perform better in the search engines. The suggested changes are provided to the customer in a 14-point optimization report, and the customer is then responsible for implementing the changes, or providing them to their Web Developer for implementation. Once those changes are in place, the customer would need to allow anywhere from 4-6 weeks for the search engines to index the site before making any determination on their effectiveness.
When products are purchased over the phone; each and every order is confirmed and verified in a recorded authorization. If a free trial has been offered and accepted, it is the responsibility of the consumer to contact us to initiate cancellation if they do not wish to be billed. In this case, it seems that after speaking with our agent, the consumer agreed to continue with service, and thus standard billing did apply once the consumer's free trial period expired. Our Visibility Online services are without contract, so the customer was free to call and cancel at any time.
We would very much like to further assist this customer. More information regarding our Visibility Online Product can be found on our Corporate Website at http://www.web.com