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:11/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  A couple of months ago I purchased a domain, and ****** Workspace that is not properly loading. Ive email numerous times requesting assistance and I keep being referred to a blog. No-one provides true customer service, and its usually 2-7 days before I get any type of response. For the past two weeks. Ive been trying to get my landing page up and running along with an email and its costing me money. I spend thousands of dollars with them every year and the level of service for customers is now so minimal that its ridiculous! And theyre not giving credit for down times, or refunds if things are not workable. I need someone to call me and walk me through getting this url and ****** workspace email up and running!Please assist, because this has elevated out of control. Thanks

  Business Response

  Date: 11/10/2022

  Hello, thank you for forwarding on. We have reviewed the customer's request and history of events. We have been in communication and have responded to all of the customer's submitted email tickets, but often do not receive a reply back. Multiple times, we have provided the steps the customer needs to setup their ****** Workspace to work properly with their domain. Some of the steps are with other companies outside of us that we cannot complete for the customer. We will continue to respond to any further tickets and be in communication with the customer. We have acted in accordance with industry standard policies and are considering this request closed. 

  Customer Answer

  Date: 11/18/2022

  Hello,
  
  My situation has still NOT been resolved.  *********** called me as I was departing my office for a meeting.  I asked them to call me back within a couple of hours, and the young girl responded, "we don't do phone support.  we sent you instructions.  As I began to explain, their instructions were not addressing my inability to reset a password or change the MX files because the system went out while I was activating the account.  It continues to tell me ****** is not in control of the domain, but they were.  This is beyond an email resolution issue.  I never heard back from her.  
  
  Instead, I tried their email response and received the same error again.   I emailed support one more time.  I received the following messages.  This is crazy!

  Business Response

  Date: 11/23/2022

  Hello, we have been in communication with the customer over email ticket replies and will continue to do so. We have updated the email ticket with next steps for the customer and will continue to reply with any additional help. 

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18381658
  
  I am rejecting this response because:  I replied several times.  On Nov ************************** to go through the process again, and was told the support tickets were being confused with another issue.  I needed to be specific to which ticket I referred to, because they erroneously reset the password for another email account.   

   

  On Nov 21, I received another request asking for me to document it.  I sent photos of the steps the system guided me through as I hit the "finish the setup" button.  I could only follow the steps it allowed..  My reply:  

  Since this situation keeps going in circles. I'm referring to *******. I've attached photos of every step I've taken. There is no "CODE", only a referral back to Name.com.
  I cannot place a password, because I never had one. The system did not setup correctly when I initiated the setup.
  All the best,

  Was telling me the exact same thing I've been saying.  I cannot request assistance from ******* because I purchased from a third party.  "How do I fix it?"  No, one is willing to simply guide me through a process that's happening from their system.  They'd rather spend more time (hours) resisting helping a customer walk through a correction.  How many workable hours have we waisted for the past 3 months trying to fix this issue?  At least 10 hours. 

   

  There reply:  Hi *****,
   
  To clarify, you did purchase the ****** Workspace through us as a reseller, so you won't manage it through ****** directly. I understand you're not able to reset your password to access your ****** Workspace email *********************************. 
   
  I have requested the password to be sent to your email ********************. Please locate the email and follow the steps in order to login to your ********************************* ****** Workspace. 
   
  Please let me know if you have additional questions.
   
  Sincerely,

  
  My question again would be... How can I have a reset password for an account that the system never correctly setup?  I can't.  I never got to the point of setting up a password, because the system blanked out. 

  Business Response

  Date: 12/09/2022

  Hello, thank you for forwarding on. We have been and will continue to be in communication with the customer in assisting with this request. We provided updates over phone and email yesterday and today and will assist within our scope with any other questions the customer may have. 

  Customer Answer

  Date: 12/13/2022

   
  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.  The customer service department called after their additional attempts to correct the issue.  Two days ago, I was provided a complementary account, and was able to successfully complete the setup this afternoon. Thank you for your assistance.  Somethings it takes more than email communication.  Excited to have a final resolution.  

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

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service 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.

  My company is Visit *******. I am a small travel business that is attempting to make a comeback after covid virtually shut ** down for two years. Prior to covid I hired Name.com for my domain registry and web hosting. The company sells DNS domains, web hosting, email services, SSL certificates and other website products and services. When I hired Name.com they promised to provide basic support services. However, they've taken my money and have provided the least amount of support imaginable. My domain VisitAtlanta.travel, provided by Name.com has not been able to receive emails for six weeks. I've repeatedly reached out to Name.com and have only received their "chat" services which are useless. I've informed them that I'm visually impaired and need to actually speak to someone for help, but they have refused my request, which is why I'm filing this complaint. I have lost business due to this neglect, yet they still take my money.

  Business Response

  Date: 10/14/2022

  Hello, thank you for forwarding on. We have reviewed this request and the history of events that have occurred. We have responded to several of the customer's ticket email requests with instructions on how to connect their email. Since the domain is not using our ***********, the customer will need to manually add the appropriate DNS records with their hosting provider. The last time we received communication from the customer was September 14, 2022 and we responded with detailed instructions on how to connect their email. We did not receive any reply or further communication after then. We have acted in accordance in industry standards and will assist with any other questions.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18203887
  
  I am rejecting this response because:  Name.com's response is foolishness.  My website was created by Web.com.  The domain, VisitAtlanta.travel was bought from Name.com.  The actions needed for me to received email from Name.com needs to be made by Name.com.
  However, Name.com keeps sending written messages on how to resolve this issue, when I've made it clear I don't have the technical knowledge on how to resolve this issue.  Name.com's arrogant and indifferent response to individuals such as me is unacceptable.
  I need Name.com to provide a live person to walk me through this process, not a generic written response that I don't know what to do with.  I've informed Name.com of my visual challenges.  I need to speak to live person to get this resolved ASAP.
  Name.com, quick passing the buck and provide some customer service!  The ******** *** has been contacted.  

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

  Business Response

  Date: 10/21/2022

  Hello, we have reviewed the request again and find that we have completed all steps that are within our scope of support. For this type of request, we have provided the information the customer needs to complete the final steps with their hosting provider which is outside of us. If the customer needs further assistance, we recommend they contact their hosting provider and provide the information we have already relayed. We have reached out to the customer numerous times reiterating this information and have not received any new responses. To complete the final steps of their request, the customer needs to contact a company that is not us, therefore we have provided all information within our scope and are considering this request closed. 

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18203887
  
  I am rejecting this response because:  Name.com is not telling the truth.  The issue with me not receiving my email from Name.com is completely the responsibility of Name.com.  My website is created by Web.com.  Once the website was published, Name.com stopped providing my VisitAtlanta.travel emails.

  It's now been over a month since I've received emails from my Name.com server.  Name.com refuses to answer phone calls on only provides a useless "chat" service.  I'm a tech novice and have no idea of haw to correct this on the Name.com server.  I will now file a complaint with the *** and the FTC.

  Name.com is taking my money and providing no service!  This complaint must be elevated.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/08/2022

  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.

  2 weeks ago, in a single session on the Name.com site lasting ***** minutes, I selected xxxxxxx.co which was $0.99. I then added the promo PRIVACY PLEASE for the $4.99 security package at no charge. The cart recalculated and the total remained $0.99.I was ready to purchase. Unfortunately for me, the price changed to $245 only after I submitted payment info. This appears to be the unsophisticated bait and switch.Im now reporting this site for such fraud / false advertising because ***** in customer service has not helped. He (might be a bot) hasnt even acknowledged the source of my complaint, that the price was one thing on the shopping page and in my cart and then changed significantly in the payment portal. If you want to sell this domain for $245, good for you, go ahead and list it for $245. I will not be buying it from you. But why advertise for $0.99?For some online retailers, the price of goods really does change before the customer completes the transaction, and often that fluctuation in price is outside of the retailers control. This is not one of those cases. I would like you to honor the advertised price of $0.99 and I would like you to stop advertising a very low price that you fully intend to raise before collecting payment.

  Business Response

  Date: 10/10/2022

  Hello, thank you for forwarding on. We have been in communication with the customer and will continue to assist best we can. This domain is a premium due to the short character count, and thus reflects a higher premium cost listed on our site. We are unable to offer any other price than what is listed for this domain, which is currently $245. We confirmed with the customer their transaction failed so if they are interested in obtaining this domain, they will need to pay the full listed price. We have acted in accordance with industry standards.

• Initial Complaint

  Date:09/19/2022

  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.

  A third party registered a domain name through Name.com which infringes on a registered trademark of a well-known children's toy company. We (the company) found out about the infringing domain when a consumer contacted our customer care team to share that they had purchased an item on the website which uses the infringing domain name and that the website tried to charge the consumer more than what the order was actually for and the consumer's bank flagged it as fraudulent. The consumer made the purchase through the website which uses the infringing domain name as they thought it was us (the original company). Despite sending a notice to Name.com and submitting a complaint through the Name.com website, while they have responded, Name.com has not taken any action to assist us with removing the site and the site remains live, confusing consumers and harming our brand.

  Business Response

  Date: 09/21/2022

  Hello, thank you for forwarding this request. We reviewed the history of events and communication with the customer. Our Abuse Team reviewed the details and the domain was disabled for phishing. Our Abuse Team stands behind their action and reiterates that we do not manage content on other sites. Our Abuse Team has responded to the customer and provided other steps they can take outside of Name.com for this type of request. 
  
  

• Initial Complaint

  Date:09/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 need your help! I filed an abuse case with name.com for an abusive posting made by their customer and have patiently waited for several days without receiving any response. I have contacted the online support for name.com several times and they are unable to help. I have also tried to contact them on their ******** site but haven't received any responses yet. My ticket numbers with name.com are ******* & *******. I need the abusive posting taken down asap because it was posted by a Russian scammer to defame me to get revenge . My personal data such as name, email address etc. is being shared in the posting as well. I have provided name.com with all of the screenshots and details about the case. I have contacted the site administrator without getting any response from them either. I am requesting your help! My only other option is to seek legal help but I would like to resolve this matter without going this route. Please help to get the abusive posting or site taken down asap without any delays. Thank you,*****

  Business Response

  Date: 09/16/2022

  Hello, thank you for forwarding the details of this request. We can confirm we have been in communication with the customer regarding this request and are continuing to review their latest response. Our Abuse Team will continue to review and respond to the customer's reply with additional information.Tell us why here...

  Customer Answer

  Date: 09/17/2022

   
  Complaint: 18019608
  
  I am rejecting this response because Name.com hasn't addressed my concerns.  My latest email to them has the necessary details (see attachment).  The abusive posting with my personal data and false allegations is still live on the website.  Either the posting is removed by the website owner or Name.com disables the website.  This is the resolution I am looking for. Name.com has accountability here because they are hosting the website on their servers. 
  
  Sincerely,
  
  Aamer Razzaq 

  Business Response

  Date: 09/27/2022

  Hello, thank you for forwarding on. This request is regarding the content of a website. While the domain is registered with us, the content is hosted elsewhere, and we have advised the customer to follow up with the websites host which is not Name.com. Furthermore, the customer filed an ICANN complaint, and ICANN responded agreeing with us as the registrar and has closed the complaint.  Name.com acted in accordance with its own policies and industry regulation and is considering this case closed. 

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18019608
  
  I am rejecting this response because: Name.com hasn't provided me with info on the website host.  I can reach out to the website host once I have this info from Name.com.  Name.com has responsibility here because they are allowing the website to be registered even though it has abusive information about me.  Please provide the website host info so I can reach out to them.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/10/2022

  Hello, thank you for forwarding on. Our Abuse Team confirmed they have already advised the customer how to determine the host of the website, the customer will need to refer to the communication on September 13th for this information. At this time, we are considering this request closed.  

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18019608
  
  I am rejecting this response because: Name.com hasn't provided me with the contact info for the website host.  They keep claiming that they have but they haven't done so.  Once they provide with with the contact info for the website host, I will then close this complaint.  Name.com needs to take more accountability because they are hosting websites which are posting abusive information on individuals such as myself.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/20/2022

  Hello, thank you for forwarding on. Our Abuse Team confirmed they have already advised the customer how to determine the host of the website, the customer will need to refer to the communication on September 13th for this information. At this time, we are considering this request closed.  

  Business Response

  Date: 10/24/2022

  Hello, Name.com has followed up with the complainant and provided information on the domains hosting provider.  Name.com understands the frustration, however as we are not the hosting provider we are not in a position to remove any objectionable content.  The complainant must take this issue up with the domains webhost.   Name.com has responded in accordance with its policies and is considering the matter closed.  

  Customer Answer

  Date: 10/26/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/19/2022

  Type:Customer Service 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 am an artist, with a website with all my artwork, contact information, CV, etc. Several years ago, my son ********, who was much more tech savvy than I, set up this website and associated email address. He chose to have Name.com host the website and email. Two years ago he died suddenly and tragically. He did not leave us the information regarding the Name.com account. Since his death, we have tried to contact Name.com to renew my website. They never responded to any of our messages, but the website continued to appear online. Last month it stopped working. Since then we've renewed our attempt to pay the fee to Name.com that they are owed. This has proved impossible. The Name.com phone number is a recording that refers to their website. On their website, there are only two ways to communicated with them: a chat box, which is automated, and a feedback form, which requires a username and email address. I submitted feedback using their form, but got an automated reply. All the articles on renewing a lapsed website require a username and email address, which only my late son knew. We sent them a registered letter which bounced back to us. We tried using another hosting company to host my website, but received the message that www.garyfaigin.com (the website in question) is locked and unavailable. All we want is to pay Name.com to renew my website, but they are making it impossible to do, and we can't get through to a single human at Name.com to help. We are asking the BBB to facilitate the simple process of allowing us to pay our bill and renew the service which they had been providing. It is professionally disastrous for me to not have a functioning website, representing years of work. Please get Name.com to be in touch with me so we can resolve this as soon as possible.

  Business Response

  Date: 09/23/2022

  Hello,  Name.com is aware of this case and has provided the complainant with the steps needed to verify next of kin.  Name.com requires extensive documentation before making a material change to an account in these sensitive matters.  While Name.com understands the frustration a process like this can cause,  this stringent policy exists because claims to kinship are a common form of social engineering. We must verify a claim before considering access and updating ownership information. Although Name.com cannot comment on the status of this case, it is happy to continue to work with the customer if they can provide the most recently requested documentation to access the account in question.  

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Multiple times I have experienced up-sells being added to my domains at name.com --- without my request or consent. I meticulously confirmed I did not request WHOIS privacy and double-checked all my domains that it was deactivated. And that my account was set to not include WHOIS privacy upon auto-renewal. Yet name.com continues to add this up-sell to my domains and I am forced to contact support, etc.

  Business Response

  Date: 07/13/2022

  Hello, we have reviewed this request and the events that have occurred. We have been in contact with the customer, and have reached out to provide more information as to why we add privacy on domains in following industry standards with intention to protect/mask customer information. However, we understand if a customer does not want the privacy and have reached out to the customer directly to assist with their request. We will continue to be in communication with the customer over email.

  Customer Answer

  Date: 07/13/2022

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/22/2022

  Type:Product 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.

  Name.Com has not answered any of multiple customer service ticket requests. **************** phone number is non-existant."Live Chat" I have tried many days of the week, many hours of the day, many times over the last 6+ weeks and it is literally never live.They do not have any actual person doing customer service and I am literally locked out of all my domains and business emails and have been since late March. I have messaged on ******** submitted more ticket requests than I remember, on top of trying every "customer service" option they have. My account is tied to an email on a paid domain with name.com, with paid email servicr thru name.com. I have ZERO option of assisting myself because the email service failed to auto-renew which means I cannot use the one and only self-help of "sending reset email". I have a static IP, license to the registered owner address, access to email used prior to updating it to the paid one. Many ways if proving who I am which should have made this a trivial fix... instead I have nothing but silence to show for my weeks and weeks of effort. I have lost money over this, I may have lost domains over this, and I have other important accounts tied to the business email I cannot access.I will never use Name.Com again and will immediately move my domains... but I absolutely need access back to my account to resolve this.I dont understand how a company that handles such important and sensitive info is allowed to operate without a single customer rep.For all I know my account was hacked which is why my stored password will not work and someone else has access to all my personal **************** at this rate ill never know.I need a live person to freaking reply to one of my attempts to reach out, not a bot that probably just copy/pastes to the faq to an email that doesnt work.

  Business Response

  Date: 05/23/2022

  Hello, we have reviewed the customer's request and history of events. We have found all tickets the customer has sent in, and confirmed we responded to all of them but have not received further replies. Our chat has also been available each day. We do not accept incoming phone calls at this time, but placed two outbound phone calls to the phone number listed on the account as a courtesy. Both calls rang a few times then ended which made leaving a voicemail unavailable. We have reached out to the customer today with a detailed email containing this information and what we need moving forward in order to assist with them gaining access to their account. We sent communication to the email address they have been recently contacting us from, so they should be able to receive it instead of the email on their account they cannot currently access. We will need to verify the current information listed on their account as a security measure and our standard protocol compliant with industry standards before we can make any changes to assist. The information the customer has submitted thus far does not currently match what is on the account. We have been in contact with the customer, and will continue to assist with any questions.