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:08/19/2024

  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 entered into a online suppression campaign contract with Netreputation on 11/15/23. Paid them $4800 to create personal positive websites to suppress 3 links associated with my name and a former employee's name combined search. At the end of the 3-month term the campaign was ineffective in removing all links off the first results page. Netreputation requested more money to continue trying. I refused, which I have now learned simply reverts everything back to the original state, meaning the money spent did nothing in the end. I was willing to pay the $300 maintenance fee as outlined in the contract, however Netreputation was never capable in suppressing the links per the contract terms. This service/product should not be offered by this company. Nowhere does it say this is a temporary fix and I must continue to pay $1000's to them or everything reverts back. I feel they are taking money from people knowing full-well they cannot accomplish what their salespeople say on calls or per their own contracts. I have requested a full refund several times with no response.

  Business Response

  Date: 09/03/2024

  Dear *****************************,
  Thank you for bringing your concerns to our attention. We take all feedback seriously and appreciate the opportunity to address your experience.
  First, I would like to clarify the scope and nature of the services provided. The online suppression campaign you engaged in was designed to suppress specific negative content by creating and promoting positive assets. While our goal is to reduce the visibility of the targeted links, the dynamic nature of search engine results means that complete and permanent suppression cannot always be guaranteed within a specific timeframe.
  Regarding your concern that the campaign was ineffective and reverted to the original state after you declined to continue, I would like to point out that your contract explicitly states the following:
  "The deliverables listed are intended for a 3-month campaign. For all campaigns that are less than 12 months, a Maintenance Plan is highly recommended to provide the activity required to establish and then maintain the authority on page one. Personal Website Fees: A $300 yearly fee is required to keep and maintain your multi-page personal website. The only exception is if you own your own website and have a separate hosting plan. Keeping your website running indefinitely is crucial to maintain all the work and results we have created for you."
  This clause was included to ensure that clients understand the importance of ongoing maintenance to sustain the results achieved during the initial campaign. Search engine results are inherently volatile, and without continued effort, the suppression effects can diminish over time. The maintenance plan, which you were offered, is designed to prevent the reappearance of negative content by maintaining the positive assets we created on your behalf.
  While we understand your frustration, the nature of online reputation management requires consistent effort to sustain results, which is why we recommended continuing the campaign beyond the initial three months.
  Regarding your request for a full refund, we stand by the work that was completed according to the terms of the contract. However, we are committed to resolving this matter amicably and are open to discussing potential solutions that could address your concerns. But more work, requires more money for our time and resources. 
  Please let us know how you would like to proceed, and we will do our best to assist you.
  
  
  
  

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22159024
  
  I am rejecting this response because there is not a refund offered. Even in the company's response they are asking for more money. This has been their tactic with me all along, and I believe knowing full well they can never achieve what they had sold me on to do. Let me be clear here that what I was sold by the Netreputation sales team was a push of 3 negative links to the 2nd page in 3 months via a suppression campaign. Despite the vague commitment of the contract, this is what Netreputation verbally committed to. At no time during the 3-month campaign were the identified links suppressed to this extent. Per the attached, after 3 months of the campaign, the Law.com negative link remained as the top search result, and a 2nd link on the first page! This is proof the campaign was not successful. After the campaign I had a call with Netreputation to request an explanation. I received the same 'unpredictability of search engine results' and ******* recently changing their algorithms'. I  requested a refund with no response. They wanted more money to continue trying. I refused.  As I mentioned to Netreputation before committing to the campaign, if these identified links cannot both be removed from the 1st page of search results 'all or nothing', then I am not interested in the service. I would be willing to pay the $300 annual maintenance fee if there was something to maintain. At no point was the suppression campaign successful. Netreputation admits in their response that search engines are unpredictable. Well then, they should not be offering suppression campaigns and making commitments of service that cannot be achieved. I stand by my request for a refund and will continue to post my reviews to warn others. If a refund is not processed, I will proceed to more aggressive next steps to ensure they take responsibility for their bad business practices.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/11/2024

  Type:Order 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.

  On March 14, 2024 I entered into a contractual agreement with Netreputation to remove a negative search result on ****** search engine to have them de-index a Rip Off Report which was maliciously and falsely written about us with our residential address clearly being doxxed. Several months later the result is still there with no permanent solution. Initially, I had already agreed to have to continue to work on it, removed a previous negative review and canceled a credit card dispute so they had been reimbursed, their billing department attempted to collect an additional $1035 which I refused to pay, immediately, the "de-index" material resurfaced, and they never fulfilled their contract. They are supposed to be an expert in their field and an authority in this type of matter. However, now I am left with nothing, still have my address exposed and lost $1035 with nothing to show for it. The negative result was never removed despite providing a police report to add to my files.

  Business Response

  Date: 06/20/2024

  ******, 
  We entered a pay upon completion of the successful removal of the RipOffReport link from ******s search results. On Mar 18, 2024 we emailed you an update the RipOffReport link was removed from ******s search results asking you to verify on your end and then we would invoice you, in pay upon success agreements we only charge once the client confirms the job is complete. 
  On April 9, 2024, ****** then reindexed the RipOffReport link into the search results, which is out of our control, and we immediately went back to work to have the link removed from the search results again. On Apr 22, 2024 ****** approved to remove the link from their search results, and you filed a chargeback of the original payment on Apr 24, 2024. We agreed to not fight the chargeback and you would pay us back upon ****** processing the link out of the results and you would pay us back once done. 
  On May 17, 2024 we contacted you to let you know the RipOffReport link was no longer available in your results, we agreed then to give it some time before invoicing you for the payment. You agreed to this, and on May 30, 2024 we reached out about sending the invoice and you then informed us you reversed the chargeback but it had been to late to reverse the chargeback and the $1035 is in your account. We still see this as an open issue we would like to help you with and have been very transparent on our side. Please contact us and we are happy to resolve this and continue to help protect your online privacy. 
  
  

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21833955
  
  I am rejecting this response because: I need to double check with my banking institution to see if the reversal failed and nothing further was taken from my account as I all I see is a deduction for that, I have been unsuccessful trying to reach the right people that knows what they are doing due to all services being offshore and it has been a very frustrating experience to be left on hold or transferred multiple times between several departments by my banking institution, therefore, I am leaving this open until I can verify what you say is true. I also don't want to receive any more reoccurring charges as I still see the negative search result is still there and I would like to erase the results myself or find another company to perform the task for me within the 90 days period stated on the contract. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/26/2024

  Hi ******, 

  Reviewing your screenshot it shows the credit of the payment into your account. It looks like the chargeback did actually go through, apologies for any confusion but you received the funds. 

   

• Initial Complaint

  Date:03/27/2024

  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.

  Paid them to remove a photo from online & for the the membership to keep it from reoccurring to have it removed if it ever does reappear at no charge they guy said he wa s100% sure of it. Theyll send me a link saying its been removed everytime but then I search ******** still there. Seems like possibly a bogus link, to make me think they were able to remove it but its still up. Sometimes they say it takes ***** days to remove but then I check & it seems it never gets removed. The (.com) link will never come back. This rarely happens and if it does we will take it down again for no cost to you. The background checks will clear everything up to the current day and none of that should come back. 100%sure

  Business Response

  Date: 04/17/2024

  Hi Crystal, 

  We have completed everything in our agreement. Please feel free to give us a call to discuss further.************.