If you deal with malware infected websites on a regular basis, like we do, you know that with just about any issue that can occur with a website there will be someone who thinks it was caused by malware or some other hack, so what we always want to determine before taking on a cleanup of a website the owner thinks is infected, is if it is really infected. That isn’t the case with everybody, as this recent review of another company in the industry, Sucuri, which we noticed while looking at another review that a recent clients of ours (after having hired previous hire Sucuri) left about them on Trustpilot:
In December 2019, I received several urgent messages from my webhost, SiteGround, stating that Malware had been detected in 3 URLs on my website. Each alert urged me to use professional clean-up service by Sucuri and included a link to purchase Sucuri’s service. Panicked, I signed up for an annual service with Sucuri for $199.99 (the cheapest option) that included a 30-day trial period in which I could cancel. I immediately put in a ticket for Sucuri to address the urgent malware problem on my website that I’d been informed about by SiteGround. Sucuri was unable to find any evidence of malware. Meanwhile, SiteGround continued to send me malware notifications, and each time, Sucuri said there was no malware to be found. Realizing Sucuri couldn’t fix the issue and that I’d need to find another service, I immediately requested my service be cancelled as I was still well within the initial 30 day trial period. I was informed by Sucuri that they could not refund me anything because if a customer puts in even one ticket for malware removal–and EVEN IF SUCURI FAILS TO REMOVE IT–it voids the customer’s ability to cancel their service.
That Sucuri wasn’t finding something that existed, isn’t surprising considering our own experiences like what we mentioned in a previous blog post, a situation where we were brought in after they were claiming there was no issue, despite it being easy to find.
That all is out of line with how they market their service, as they make claims like this:
Our dedicated researchers monitor active malware campaigns. With a trained team of analysts, we aim to provide the best malware removal service around.
We use scripts and tools to quickly scan your website for malware. Our analysts check your site manually too. No hack is too complex for our incident response team.
That review also highlights a problem when it comes to trying to find the right company to hire to do website malware removal, as that company, like others, is paying review sites, which allows them to hide negative reviews:
**I’d like to also point out that where Sucuri’s customer service team does appear to spend their time is flagging their negative reviews here on Trust Pilot. This is my 2nd time posting a review about Sucuri. Sucuri challenged my last review as not being valid, stating I wasn’t one of their customers. After I provided evidence of my customer status and my back-and-forth with Sucuri to Trust Pilot, my review was reinstated. However, Sucuri then claimed that my review violated Trust Pilot’s guidelines (for reasons that have not been disclosed to me) and they ultimately succeeded in getting my first review removed. If this is how Sucuri conducts themselves on Trust Pilot in order to get the numerous negative reviews about their services removed, then I think there’s likely little hope of their customer service and business model improving anytime soon.**
Also worth noting, is that like people we have dealt with after they had a bad experience with Sucuri, the web host SiteGround had promoted them. It would appear they continue to do that despite at least having some awareness of the problems with Sucuri:
After getting nowhere with Sucuri’s customer service, in February, I finally decided to address my terrible experience with Sucuri with SiteGround, my webhost, since SiteGround was the one who referred me to Sucuri–a fact that made me question whether or not I should continue using SiteGround as my webhost. SiteGround immediately contacted Sucuri on my behalf and got them to issue a refund in the full amount of $199.99. Prior to SiteGround’s involvement, I had been in contact with multiple customer service representatives at Sucuri and their only reply was basically, “Sorry you misunderstood the terms of our contract, but it is what it is and we can’t refund you.” I’m very relieved to see that at least SiteGround takes an interest in their customers and in doing the right thing in their business practice because my webdesigner recommends SiteGround to all her clients. As for Sucuri, my opinion of them remains unchanged. I have no interest in ever using their services again and I cannot in good faith recommend them to anyone.
What might explain why they continue to promote them is that they are getting paid to do that.