SiteLock Reviews 

MS is such a great and professional support person. He/She knows so well what he/she is doing, being so kind and eager to help up to their full potential. He/She sets the golden standard for how the customer support should be, 5/5.

Incredible customer support. My agent not only helped me find my account, but also explained an issue I was having with my account. They gave me an article to continue reading and explain what the problem was. Thank you!

My sites have malware on them and with the help of two previous persons I received technical support on removal. I have followed the advice on the emails and guided to the next steps which involved my host. That concluded, today, hopefully is the final needed step. Based on an email I have Google spam that needed removal, which was to be done after the host company reinstated the site. To my surprise the technician today mentioned reindex with Google. I had assumed that I'd blown it with them, Google, and would have to slowly build back up in their SEO search. Anyway, one hour later we ended our chat, the Google spam will be cleared (malware sweep) and Sitelock will proceed with reindexing with Google since my websites are no longer suspended. I'm thrilled! Thank you, whoever it was who helped me today. Thank you!

Customer Service was very poor. My website had been hacked, my domain was down. I contacted Sitelock immediately, they said they couldn't help as the domain was not live. I eventually restored the domain myself and restored my deleted files.

I asked Sitelock who I have a paid subscription to prevent these issues for help after doing the above myself. They stated I had to re-upload my site's files and have the site live again before they could perform a malware scan. For all I know, these files could still contain malware and cause the same spam and redirects on my homepage, putting my website visitors at harm. Very poor service.

SiteLock is a disaster. First of all, they caused two crashes of my website in one week. I bought their service from Bluehost and SiteLock and Bluehost could not agree on which way the server should point. Each one thought the other one was going to set up the account. So I had three crashes in one week. I could have only had one crash, but Bluehost explained how important it was to have SiteLock on board after the first crash and SiteLock totally dropped the ball and the site crashed two more times in 48 hours. SiteLock denied any responsibility but Bluehost told me it was SiteLock's fault.

Then there is customer service. I hadn't slept in three days when all this was going on and I called SiteLock and asked for help and a character called "Mackenzie" told me that I had "to be nice" to her, or she wouldn't help me. I totally lost it at that point.

This is vintage SiteLock. 1. They're incompetent; 2. They have no respect for their customers and will lash out at you, when all you're trying to do is get the service that you paid for. 3. They have zero respect for the position that the site owner is in. They're a bunch of prima donnas who don't want to have to answer the phone. 4. They don't tell you what is really happening, you have to play Sherlock Holmes and reconstruct it for yourself.

Good luck to you indeed if you go with these people. I learned my lesson and got away from them. Bluehost did get me my money refunded, which is the only reason I'm not writing a letter to the Better Business Bureau right now. SiteLock is THE WORST!

And little Mackenzie should be fired. She doesn't have the brains to know that it's not a good day for any site owner when you have to call tech support. Her lack of brains is only matched by her lack of compassion. She has no business in this line of work.

**Check out the "reply" that SiteLock gives to this review. It doesn't address my complaints at all. It's a recitation of generalized, off-point information that has nothing to do with anything I said. Note it carefully, because this is exactly what you will get from SiteLock if you waste your money on them. They provide NOTHING of value.

I canceled the trial period with just 2 days and was charged anyway. This free trial period does not exist.
I have not received any refunds.

the technician understood my points and gave me direct solutions

Mackenzie S. was fast, efficient and helpful. Although we only texted, I am certain she has a pleasant voice and cherry disposition!

Scammed by sitelock. Terrible experience and refund of the 11/12 unused months of service refused. I had a minor malware issue on my site and hostgator recommended using sitelock, so I pay for malware removal and 12 months of future security. Upon completion of their work, my site no longer functioned at all, just gave an error message. When I called to tell them this the woman said this is a common issue and I need to talk with a web developer because the malware they removed was attached to my website coding... if this is was a common issue why was there no mention of this upfront? It put me in a terrible position of desperation to find a web developer to fix my site immediately. Very disingenuous group, I called to follow up on my refund request and they said they had no notes of any such request and it was past the time window I could request a refund, when I said I had an email explaining I wouldn't be given a refund because their services are in my best interest he put me on hold and when he came back the new reason I couldn't get a refund was because their services were working great. Total scam and I will cancelling my service with hostgator when my contract with them is up for recommending and associating with this company..
Update: 1 year later and they have automatically charged my credit card another $250 after cancelling a year. Run away from this company!

I used the "911" product that was suppose to "fix my site." When I realized this was simply a malware scan, I immediately requested a refund from customer service. A salesman immediately tried to upsell me to other products although I was much more technically capable than him. Very frustrating as he tried to explain to me the problem that I already knew. Then they tried to refuse a refund saying that they had already performed the ordered services. I had not given them any access or setup an account so it was a baldfaced lie. When I gave evidence of this they finally gave a refund. Granted they stalled forever hoping I would go away. Very dishonest service full of salespeople and little results.

Update: Thank you for your reply Sitelock and wish you had been more attentive to my requests earlier instead of keeping me on the line and giving me run around for nearly an hour when I wanted to cancel the service when I found out you were not going to fix the problem. I stand by my words and thankfully I keep meticulous records too. I will credit you that your customer service rep was nice enough to provide me with the chat transcript as well. So thank you for allowing me to have evidence of my own.

Edit: After my posting of this review SiteLock got in touch to say that my service has been cancelled, and they’ve refunded my most recent payment.

I'm writing this in desperation after being on hold continuously for almost two hours, in the hopes of cancelling my account (set up for a website that no longer exists). The one time I did get through and began explaining my situation, the call was dropped and I was put back into the queue without explanation. Since that point, each time it seems I might be about to get through, I'm mysteriously back on hold, a few places further back in the queue.

I can only assume at this stage that SiteLock is purposefully making it tricky for me to cancel; not only is one required to contact them by phone, but it must be prior to 30 days before your subscription/service expires and, when you do try to call, you get what basically amounts to a blank wall.

LIVE UPDATE: Just as I'm writing this, I finally got through again, only to be told that SiteLock's VPN is down and they still aren't able to access customer accounts. I was promptly popped back on hold in the vague hope that they might answer the phone. They've either wasted my time by allowing me to stay on hold for so long, or it's a complete fabrication. Bit disappointing either way.

SiteLock, if you see this, all I need from you is to please cancel my 'SiteLock SecureStarter' subscription at the end of my contract. It's getting to be really frustrating/anxiety-inducing now.

We signed up with SL in January, and a couple months later, we switched hosting services but forgot to notify them. But they kept sending us reports every month about supposed malware attacks on our server ... even though that server had been shut down for months!! When I called them and asked them how it was possible that they were monitoring a server that did not even exist, they kept talking in circles and not admitting the inconsistency. So ... Sitelock will take your money and continue to "monitor" a site that doesn't exist, and they will generate fake reports to make it seem like their software is doing something even though THERE IS NO SERVER! They are apparently monitoring air. And when I asked for a refund for the several months that they were monitoring air ... well, you can guess how that turned out. $500 valuable and painful lesson. If you're considering this company, please, please, pay attention to all these 1-star posts. We're not all crazy. We're not all making this stuff up. Look at the patterns here. Look at the cut-and-paste replies that their company posts after most of these negative comments. Read the room. Something is terribly amiss here. Next stop is the Better Business Bureau and the the Attorney General's office. This company won't be around for much longer, so don't give them your money!

In June of 2020 a site that I manage was hacked causing all the other sites on my hosting account to be blocked. To get the othesr back up, I was advised to use SiteLock to get them "white listed" and prevent more problems.
All seemed to be going well. I got occasional notices that malware had been found on one or another site and removed.
On October 1, 2021, I got a message that malware had been found on a site that could not be removed, then two more message that it had been removed. The same day I got a message that malware had been removed for another of the site I manage.
I called to see what was happening and learned that a scan could not even be performed on that site because it was redirected.
Several of the sites that were supposed to be being protected by SiteLock are redirected and I've been advised in emails that malware has been removed from them.
I was able to confirm with two of SiteLock's technicians that scans cannot be performed on redirected sites, and I was able to cancel protection on the redirected sites, for which I am greatful.
However I was denied a refund for what has been paid for services on the redirected sites.
It appears that SiteLock provides its customers misleading information by notifying customers that problems have been fixed on sites that they cannot even scan.

Sitelock does everything in its power to continue billing and keep customers from cancelling service. The service was sold through Hostgator; when we changed our host to a different service, Hostgator said they would also cancel Sitelock at the same time. Sitelock continued billing even after they were delivering no services (the Hostgator site no longer existed) but refused to refund the additional months that were billed. After speaking with several representatives our call was escalated to Crystal who was rude and obnoxious, with no intent to help.

I had no problem with Sitelock until I tried to cancel the service because my new web developer was not going to use it. I'm not sure how many years I used Sitelock, and it was on automatic renewal. I neglected to cancel it before the automatic renewal went through, and would have paid a reasonable cancelation fee for the 5 days (including a weekend when I could not contact them) before I called to cancel. However, it turns out the TOS included "unless either party gives the other notice of non-renewal Thirty (30) days prior to the expiration of the then-current Annual Term" it is impossible to cancel, and I have thus paid for a full year, less 5 days, of service which I neither wanted nor had, since my site was under construction for several weeks. That "30 days prior" is a great way to trap customers who, over one or more years, have forgotten (or never noticed) that detail! After this, I will read and record cancelation policies. I am unaware whether this is a common policy, and will henceforth check before I sign up for anything.

Fake notifications and fake reports that "...malware was detected on your website." They spamming my email each time when new WordPress version arrives assuming that I have old version so my website is malicious. I asked the SiteLock support to help but they assured me that it is small bug in their system and that they will fix it. Nothing was fixed for the year and they still spamming my inbox. By the way, there is no any response if you replying to their reports, they want you to call or submit a ticket in their system instead.

From their emails:
"To protect your site, we don't disclose the domain in question in this email. Cybercriminals can gain access to data through emails, and we want to prevent the vulnerability from being exploited."

So what domain you want me to send to you? SiteLock probably do not even know what their spam server sending to the customers!

I too, echo what some of these people mentioned. Got Sitelock for a customer's website and it got hacked, backups got "corrupted" (I also found backups that were quite old and new ones weren't going through even though the dashboard said backups were "OK"). Called numerous times and I was only able to get a hold of their first tier representatives as they won't let you talk to their engineers and developers. Their supervisor finally gave me a call back after about 2x months of this issue to say "we knew about this issue and there is no known fix but we'll let you know once its fixed." I'm paying for a product that doesn't do what its supposed to do. I hope they give me a refund.