I have never experienced as much frustration working with a company as I have with Web.com during the past year. Employees who respond to telephone calls for help frequently tell you things that you later learn are inconsistent with what someone from a different department will tell you. For example, today I was told that I could stop the automatic billing when I spoke with someone from the "billing menu option" when I called in. That person said that he would transfer me to the "Loyalty Department" so that this change could be made. He specifically told me that I would receive a bill in my email and could then log into my account to pay the bill each month. When the "Loyalty Department" employee ("Mike") responded to the transferred call, he told me that this was wrong... that I had to keep the automatic billing. When I explained the inconsistency (along with the fact that there have been many inconsistencies during the past year), he insisted that the first employee from I spoke with was wrong and that he was correct. I asked to speak with his supervisor. Initially, he was not going to allow this, implying that it wasn't possible. When I finally indicated that I would be going on-line to document the problems, he finally gave me the name of his supervisor ("Candace") and indicated that he would put me on a brief hold while he tried to reach her. After more questions and two "brief" holds, he brought the supervisor ("Candace") on the line. She responded in the typical "clerk-type" fashion, insisting that the automatic billing was the only option..."a credit card has to be on-file..."). I asked to speak with her supervisor, a woman she referred to as "Ann Marie") and was told that this person wasn't available. Candace indicated that Ann Marie would call me back. She also told me that she (Candace) was the supervisor for both the Billing and the Loyalty Department and suggested that the phone menu might have routed me to the wrong billing department when I initially called. She said that this happens all the time. Web.com apparently has at least three different products and the phone menu doesn't necessarily route you to the correct people you need to speak to for the correct product.
She told me that Web.com has a new CEO. I sure hope that this new person can do something to help the oppressed consumers who have been held hostage by a company that was once great but is now an organizational disaster. When I was told that I needed to move my website to a new hosting platform last year, I found the new platform impossible to work with. I called for help and the support team couldn't figure out what was wrong. After having been double-charged for two websites for several months (the old one that was published and the new one that I couldn't get working properly), I finally reached someone in the support department who figured out what was wrong and it was an inconsistency/mistake on Web.com's part. They refused to refund all the money I was charged for the unpublished website. This was also a decision made by the "Loyalty" Department. If reimbursed, I would have used the money to hire Web.com's Hosting or Marketing Team to publicize the website for me, but I can also do this myself. I stay with Web.com out-of-habit. Someone with a very good vision and with good tech skills started it at a time when there were few hosting companies for small businesses. The company might have grown too much too fast. Right now, based on my experience and the other reviews I have read, Web.com is experiencing a lot of organizational dysfunction with consumers caught in the middle of employees and departments that don't necessarily work together. There is so much ambiguity and inconsistency in trying to work with the various people who answer phone calls there. I plan to speak with their new CEO if that is possible before changing to a different hosting platform to see if there is anything better out there.