Complaints

• Initial Complaint

  11/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  To Whom It May Concern:I am writing to formally file a complaint against Sucuri (************************.) regarding persistent service failures and an inadequate response to compensation for significant business disruptions.Complaint Details:Company: Sucuri (GoDaddy ****************.)Service Purchased: Website Security Platform - Basic Total Annual Cost: $199.99 Period of Service: January 23, 2024 January 23, 2025 Specific Grievances:Prolonged Website Downtime: Our website experienced multiple extended outages, including one instance of over 20 hours of complete ************************* Impact: *********** incurred over $3,450 in lost resources and time due to these service disruptions.Insufficient Compensation: Despite extensive documentation of issues, Sucuri has only offered a minimal prorated refund of $69.03, which is grossly disproportionate to the actual damages incurred.Unresolved Technical Issues: Our troubleshooting revealed that the problems were directly related to Sucuri's service, not our hosting provider, as initially claimed.Requested Resolution:We are seeking a full refund of the annual subscription ($199.99) and have not even asked for compensation for the documented business losses totaling $3,450.We have made multiple good-faith attempts to resolve this matter directly with Sucuri's support team, including escalating to their billing manager, without satisfactory resolution.I respectfully request the BBB's intervention to mediate this dispute and help us achieve a fair resolution.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company lost my backups. It's pretty much as simple as that. I was working with them so their software would work with our major hosting provider. After many tries on their end the backups continued to fail intermittently. I stated that I'm not paying for backups that don't work so I wrote them to cancel the subscription. Well when I go to download all the backups, the same or one day later, I find they had been erased. I put in a ticket immediately for it to be fixed and get my backups downloaded. I had to write multiple support tickets and they never came to any resolution the ticket would just expire. I logged at least 3 separate support tickets because they kept not responding and letting the ticket expire. I kept after them and after them. Nothing! Finally, 5 month later and I opened another ticket (always trying to keep one active) only to see they state after running me around that it has been too long and they are unable to recover the backups. I'm just kind of beside myself because I contacted them immediately when I found the company deleted my backups. No company does that, especially because we have other services with them not just backup. I mean they deleted it within hours of request to suspend the services. (I never asked my backups be removed. I just didn't want them to conduct backups further since it worked intermittently.) Anyway this strikes me as unethical and that this company is going to cause a major error with one of it's clients.

  Business response

  07/27/2023

  I am sorry for any trouble this has caused you.
  I want to make sure that I have the right account and am looking at the proper timeline and events that happened:
  
  On march 30th you requested cancelation we canceled and advised you that as of April 15th the current time paid till your backups would be removed and no longer accessible.
  
  On April 5th you requested that we reactivate your backups as the issue was resolved
  On April 17th you stated that the issue was not resolved and you wanted to proceed with the cancelation and request a refund for this years backups. We agreed and issued the refund and canceled the backups for you.
  
  On April 17th 30 minutes after you requested the cancelation you attempted to download the backups that were no longer available. We attempted to reach out to our SOC team and even after multiple attempts and multiple tickets from you we were unable to recover that backup. Since we refunded you for the past bills and current/future charges of the backups there was no backup to recover and no backup paid for.
  
  If this is the correct account please let me know. I am unable to recover the backup but as a good faith measure will credit the account 1 year for 1 site. We are also working on backups 2.0 that will fix connection issues that you have seen and when launched I will happy provide that to you for free for 60 days to test and see if you like it. If it is the wrong account please let me know what account I should be looking at. Thanks

  Customer response

  07/27/2023

  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.

   

  Thank you for your time and attention to this. 

   

  Sincerely,

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

• Initial Complaint

  08/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our subscription for their website malware software ended during early 2022. I alerted Surcuri that we did not wish to renew. In addition when one of their salespeople called me twice I reiterated I did not wish to renew. He tried to entice me to renew by offering a less expensive position, again I decline and did not answer any further Sucuri emails. I recently found out that Sucuri had gone ahead and renewed the subscription anyway. Fortunately the credit card they had on file had been cancelled due to a fraudulent attempt to use it, so Sucuri's attempt backfired. They issue came to a head when our advertising company wanted us to change our website IP address. What should have been easy turned out to be a mess because Sucuri still had their software connected to our site. The software prevented this change thinking it was a security breach. I immediately emailed the company and told them to Cease and Desist any further interference with our website and IP domain address. As we are a medical clinic with over 1,000 patients this is potentially a HIPAA violation on their part. I went to their website to further file a complaint but the website told me we were locked out. I begun to get emails about this issue just as if we were an active customer. My website and domain IP host company were able to disengage the Sucuri software. In addition I paid an outside company to verify that the website and IP address were clean. It was confirmed it was. The same week of 8/14/2020 amazingly I received an email out of the clear blue for Sucuri, our website and IP have a TOM THUMB intrusion. Retaliation or not? Thus I filed this complaint. We are a long term A+ member of the BBB.

  Business response

  09/09/2022

  I am sorry for the trouble with the account.    We did keep the account open even without payment since the DNS was still pointed to us.   We are in no way able to change the IP address of your site unless the nameservers were pointed to us.    The history of your site the name servers have never pointed to us as seen here
  https://securitytra**************************************************
  that being said you could of changed the IP address at any time and nothing Sucuri could do to stop or prevent it.    Until the IP address was changed on your A record at the location of where the nameservers are pointed it would continue using our firewall.We choose to keep the service active even without payment because if we remove the site from the firewall and it is still pointing at us the site will go down immediately as when it gets to our firewall there will be nothing in our system telling it where to connect to.If you feel we operated against your best interest please let us know.in regards to your email about the tomb thumb virus since the account was still open with us (for free ) we continued to scan the website if it notified you of something it is because the scans picked it up.   I do hope you have since taken care of that.

  Business response

  09/12/2022

  So there is 0 instalation of the firewall no software to install and nothing to leave behind when removed.  We cannot follow you from host to host.

  
  

  Forgive me if I go to basic but I am not 100 percent sure of your knowledge level and prefer to side on over explaining then under.

  
  

  So our firewall is a reverse proxy.

  To understand this you have to understand how the internet works.

  
  

  Basically think of the domain name as a collection of roadmaps..

  
  

  Each domain has dns records with maps to different locations

  Mx records point to email, a recors point to where the website files are hosted. <a records are what we are going to be concentrating on.>

  
  

  The way our firewall works is you go into your dns zone file (the collection of maps) and tell the a record to point to sucuri.  (We do not have control over this it is wherever you nameservers point) from there sucuri looks at it and says yea I know that domain scrubs the info of any bad content then forwards it to the real ip of the host.  Displaying your site.

  
  

  So at any time you can change where that map points by changing the a record we cannot.

  
  

  Because your a record (the map) pointed to us we did not delete your account with us and even though you did not pay we kept it active.

  
  

  Because so long as your map showed us if we deleted your account it would of gotten to us and we would of gone hmm don't know that site sorry.

  
  

  So to better serve you we kept it active.  But it was and will continue to be impossible for us to hold your site hostage as we have no control at all of your collection of maps (zone file).

  
  

  If you would like to dive deeper a call might be better let me know what email to reach out to to set up a time or come to sucuri.net chat and ask for Joshua Hammer and that you have been working with me on the bbb site.  I can't promise I can chat then but I can at least set up a time.

  
  

  Thanks

  Customer response

  09/12/2022

   I am rejecting this response because:
  The bottom line is that I did not renew your software and let your rep know that when he called me.  You are right I am not a computer expert but a businessman and your software is somehow attached to my website.  Remove it period and you do any damage your company will be liable.
  
  

*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. ↩