ComplaintsforSSLGURU, LLC

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been charged $129 twice for SSL certificates I did not order, authorize or want. I am requesting a refund now totaling $258 for charges from both October 18, 2023 and July 16 2024. I had requested a refund and account closure following the initial unwanted charge in October for a product not scheduled to renew until January. I had not provided updated credit card information as requested by SSL Guru 6 times by email because I did not want the product renewed. My refund was not processed. After many calls and emails and receiving verbal agreement from ******************* that they would provide a refund of the initial charge that was never received, I reported the original $129 issue to the BBB. At this point SSL Guru stated they would provide a refund if I closed the BBB complaint. A refund was still not issued. SSL Guru then charged me again on 7-16-2024 on the same account that I had requested closed, reported to the BBB, and is showing as closed on the SSL Guru client website. I have also attached the cancellation confirmation e-mail that I received from SSL Guru dated November 15th of 2023. I have contacted SSL Guru directly, by phone, by e-mail, and I have attempted to submit through their webform contact submission process, which does not function. I have still not received a refund for either charge. I'm again requesting my refund, now totaling $258 after having attempted to resolve this situation multiple times and multiple ways for over the last 2 years.

  Business response

  10/04/2024

  Hi Katherine,

  The account was closed so this definitely shouldn't have happened. Thank you for bringing it to our attention. I have refunded the charges

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 13, 2024, I received a call from **** with SSL Guru saying that I needed to update my SSL security on my website because currently its showing that my website is not secure. I said that I have my SSL through GoDaddy and I thought that it auto renew in June 2024. **** said he's with SSL Guru and they take care of GoDaddy's SSL Certificates and my site is currently not secure and I need to update with him. SSL Guru charged me $559 for 5 years of "security". When I told my IT person what happened, he advised me that I had probably been frauded. When I looked at my emails from GoDaddy, sure enough. I was auto renewed through ******* on June 13, and I have a 3-year commitment with them through June 2025, but SSL Guru signed me up for their service (not GoDaddy) on June 14, 2024 for 5 years. Now why if they are with GoDaddy would they sign me up for a separate SSL security from *******? My emails about my SSL security with GoDaddy come directly from GoDaddy and not SSL Guru. And this is what is says online about their affiliation, "******** is not affiliated with *******. They are separate entities providing SSL certificates and related services." I disputed this charge with my credit card company and they said that SSL Guru sent them an 11 page letter on why this charge is legit. I am currently putting together a case against SSL Guru with my credit card company and contacting the Attorney General and I have attached documentation to this complaint. Notice that the address on my invoice from SSL Guru is not even my address. I don't know whose address it is - they obviously did not take my zip code with the credit card information.

  Business response

  09/03/2024

  Hi ********,

  A reminder to please close this complaint like you said you would since it was all a big misunderstanding and everything was clarified over the phone

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 12, 2024, an *** Guru called rep me from ************ and represented themselves as being affiliated with GoDaddy and mentioned that my website's *** certificate was expiring. They said they were handling the *** certificates for GoDaddy and I needed to renew. I knew I had "auto renewal" enabled on my account but because I've had a card issue in the past, I just assumed it was a card issue again so I proceeded with the fraudulent transaction, I later discovered that *** Guru misrepresented themselves because I got notified that my certificate which had auto-renewed got canceled. I'd like a FULL REFUND IMMEDIATELY, and I want *** Guru to remove my billing information from their systems.

  Business response

  07/29/2024

  Hi,

  This was refunded

  Customer response

  08/07/2024

   
  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

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a call from *********************** with SSL GURU who stated that they provide the security certificate for one of my websites and that it had expired and no longer worked. They stated that I needed to pay $99 to renew it for a year. I checked my website and it indeed no longer had security so I paid it. They sent the payment through to my bank. Then *********************** called back trying to get me to log into my website and give him more information. By that time, I was suspicious and would not do it. I contacted my webhost and they said SSL Guru DOES NOT provide my certificate and in fact someone had definitely altered my site so that it had no security. I had to pay them $85 to reinstall my certificate and restore the security.

  Business response

  07/23/2024

  Hi *******,

  We do not have access to your site to uninstall/install security certificates. Only being logged into the backend of the website can accomplish this. Our sales team contacted you for the ssl certificate renewal because your site was already down with an expired certificate on it, which means your website host dropped the ball on the renewal. We have not received any support ticket or contact from you regarding this however, if you would like to cancel and get a refund we are more than happy to do so. I went ahead and cancelled your account and refunded the invoice

  Customer response

  08/05/2024

   
  Complaint: 21965221
  
  I am rejecting this response because the only reason that the business refunded my money is that my Bank filed a protest of the charge with the **************** My webhost had JUST RENEWED my certificate 30 days before this incident and advised me on the day this company called me that the newly installed certificate had been damaged because my site effectively had been hacked.  Therefore, the business's response to my complaint here is false and they should NOT get away with falsely accusing my webhost of "dropping the ball" which they had not done.  It seems apparent to me that this business hacked my site.  They definitely identified themselves to me as providing the certificate for my site and stated that my renewal certificate TO THEM was overdue.  Based upon my searches on the internet, they appear to be doing this type of thing to other people.  After they called me and someone (I believe them) hacked into my site, I had to pay my webhost $85 to re-install the annual certificate that they had just installed in June, several weeks before this apparent hacking incident.  ************ is falsely stating that my certificate had expired, falsely denying that they told me THEY were the provider of my certificate (which they did tell me but were not) and all of this suggest it was THEY who hacked my site.  I don't think they should get away with any of this.  
  
  Sincerely,
  
  M. ***************************

  Business response

  08/07/2024

  Hi ******,

  I'm not sure what there is to reject about this, as discussed your account has been cancelled and a refund has been issued

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  What a sketchy company!My client has had an SSL through them for 3-4 years and they have CONSTANTLY been charged months early, double billed, and my submitted "support tickets" were a complete joke...ALL of them went completely ignored except one that I had to call and follow up with a 46 minute phone call, of which I will have to make another one this morning telling them the client is going with another vendor. We can't remove the CC card on file with them without yet another painful 30+ minute call to them. Don't go with these guys, awful business practices!!!

  Business response

  06/25/2024

  Hi ****,

  We tried to reach out to you regarding this but unfortunately haven't hear back. I apologize for any confusion, this has been refunded and you have been sent a confirmation email. Have a great day!

  Customer response

  07/13/2024

   
  Complaint: 21810498
  
  I am rejecting this response because:

  While my client did receive a refund I would like my complaint to remain a public record.

  For three years this company double billed for services and charged 3-4 months before the scheduled billing dates.

  This incurred a series of phone calls, support ticket submissions (that were consistently ignored), and emails.

  I want others that are considering using this company to realize what they may be in for.

  The only communications that were consistent with them were emails informing me that we were about to be billed (ALWAYS 3-4 MONTHS EARLY BTW).
  
  Sincerely,
  
  *************************

  Business response

  07/17/2024

  Hi ****,

  Not sure what there is to reject here since this has already been refunded for you. Our first response to you was the following: "We tried to reach out to you regarding this but unfortunately haven't hear back. I apologize for any confusion, this has been refunded and you have been sent a confirmation email. Have a great day!"

  Customer response

  08/06/2024

   
  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

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 10th 2024 I received a call from this SSL Guru as I understood they were from GO daddy that does my SSL on my online store.. I believed this person was as they said they were affiliated with Go Daddy.. I went ahead paid them and after all that I talked to Core Commerce which handles my online store they told me I gotten scammed because Go Daddy automatic does SSL every two years automatically. I was told on the phone after I found out this company scammed me that my SSL is posted and secure by Go Daddy and they would never call me.. I have contacted them on their web site direct contact site no response. I want my refund back I do not need two SSL's.

  Business response

  06/11/2024

  Hi *******,

  I am a little confused as to why we are getting this complaint. I just pulled up your account and can see that your refund request went through and the invoice was refunded back to you well over a month ago. Please double check your bank statements to find the refund as it was already processed by us and we also emailed you confirmation. Thank you!

  Customer response

  06/14/2024

   
  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

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged $159 on my credit card by this company after our office repeatedly told them that we no longer wanted their service. (SSL for our website) Since that time, we have been told on several occasions that I would receive a refund shortly. We are also unable to remove our credit card information from their website. It is definitely not a trusted company.

  Business response

  04/16/2024

  Hi *******,

  We had already got in contact with you regarding your refund and already refunded your order to you prior to receiving this complaint. I sincerely hope that you are satisfied with everything being resolved and will close this case

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *** Guru represented themselves as affiliated with GoDaddy with whom I do most of my website registration, hosting and security. They said they were handling the *** certificates for GoDaddy and I needed to renew. Following the first term of the *** certificate, I had determined that *** Guru had misrepresented themselves and were not affiliated with GoDaddy. I have moved my *** certificate back to GoDaddy and canceled it with *** Guru. The *** certificate with *** Guru did not expire until January, however I was charged for the renewal in October. I have called and emailed multiple times to get a refund and have not been reimbursed to date for an *** certificate I never used. Based on the records here, I am not alone in this situation. I am reporting them here as I believe it's the only way I will get my purchase refunded.

  Business response

  04/01/2024

  Hi Kitt,

  We are so sorry to hear about your experience. We definitely don't want any miscommunication to happen to any of our clients. I was able to locate your account and found the renewal order. Please close out this complaint and we will be sure to get it taken care of for you

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was charged $159 on **** by this company after our office repeatedly told them that we no longer wanted their service. (SSL for our website) Since that time, we have been told on several occasions that I would receive a refund shortly. It is now 3 months and no refund.

  Business response

  01/04/2024

  Hi *****,

  Sorry about any confusion with this service. The refund has been processed

  Customer response

  01/11/2024

   
  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

  06/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was initially contacted by this group with an indication that they were representing GoDaddy. When I realized that their affiliation was not there, I demanded a refund. I think the common denominator is GoDaddy with all these complaints. They most definitely fed me false information about who they were and I felt scammed out of the fee I paid.

  Business response

  06/06/2023

  Hi *****,

  We are sorry to hear about this as we want everyone to have a good experience. We tried to reach out to you to let you know that your account has been fully closed out and you will no longer be contacted for services via phone and left a voicemail. We hope that this is satisfactory

   

  Best,

  SSLGuru

  Customer response

  06/28/2023

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

*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. ↩