• Report: #954913

Complaint Review: Sucuri LLC

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  • Submitted: Sun, October 14, 2012
  • Updated: Mon, October 15, 2012

  • Reported By: Sunny C — Minnesota United States of America
Sucuri LLC
30141 Antelope Road,Suite D, #680,Menifee, Califor Internet United States of America

Sucuri LLC Sucuri, Sucuri.net, Sucuri Security Ripped off my money for a cheap service , Internet

*Consumer Suggestion: Requires a little more effort

*General Comment: Web Malware Dynamics

*General Comment: Web Malware Dynamics

*REBUTTAL Owner of company: Understanding the issue

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I signed up with this company to remove malware from my website.

Fist of all, it was over expensive and even if you they remove the malware, the virus keeps hitting back to my website. I had to manually update my software and these guys were not of any help.

I requested them for a refund but thye said they won't refund even if the malware was cleaned once though it was not fixed permanently. They charged me $189.99 for a full year service which is of absolutely no use to me.

To all my friends out there, please avoid this company services as they are highly priced and are absolutely useless when it comes to offering solutions. Any service which doesnt offer a refund is an absolute scam.

Stay away from SUCURI


This report was posted on Ripoff Report on 10/14/2012 05:40 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sucuri-LLC/internet/Sucuri-LLC-Sucuri-Sucurinet-Sucuri-Security-Ripped-off-my-money-for-a-cheap-service-I-954913. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 3Consumer 1Employee/Owner
Updates & Rebuttals

#1 Consumer Suggestion

Requires a little more effort

AUTHOR: bkjproductions - ()

Sucuri has saved several sites for us. They're generally very helpful, but they cannot do the work for you, as there are just too many variables. Usually it's your website HOST's problem, and you should get your host involved. The host might not know they have a security hole, and may give you more help.

If the attack doesn't go away after a) Sucuri scans and removes and b) you re-install your CMS or whatever it was that's causing the problem, and c) you have let your host know there is an issue and they can't do anything, you have a pretty big problem. So in that situation, you have to find a developer who can track down the problem. Or --- better yet---- just switch hosts! If the problem persists, you know you have a bad CMS.

The cost for cleanup is really pretty fair, if you consider how much time it would take the average webmaster to track down an issue. It could take several days of poring through code to find the problem, and Sucuri can do it in a few hours, and will do it several times if it takes it.
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#2 General Comment

Web Malware Dynamics

AUTHOR: BlueBird27 - (United States of America)

I am a competitor to the organization that has been targeted in this report and I think it is an unfair assessment of the situation. It seems that the customer does not understand he dynamics associated with Web Malware. It is not a case of "once you clean it, it is gone forever".

The fact that the customer's website was infected with malware is indicative of more fundamental security issues, which allowed an attacker to gain access to the sites files and modify them to include his malicious code. This is by no means Sucuri's responsibility as Sucuri does not own or manage the customer's website.

Thus, while Sucuri completed their promise of cleaning the malware off the site, unless the customer went back to address the underlying root cause of how the attacker managed to infect his site in the first place, it is very likely that the attacker simply came back and re-infected the site. This is not uncommon with these types of attacks as they are increasingly automated.

Therefore, I feel the criticism is unfair. Sucuri could have perhaps recommended the customer conduct a full security review of their site to identify the cause of the breach so that the customer can patch it and try to ensure the site does not become infected again. I'm sure they would have done so, though.

The sad fact is, however, that such assessments typically cost tens of thousands of dollars if you are going to do a good job, because there are just too many vectors an attacker can use to compromise the site.

At the very least, they would have suggested the customer update all the software he was using on his site, which seems to be alluded to in the report. It is not Sucuri's responsibility to do this on the customer's behalf & no company in the world would want to change or upgrade software on someone else's behalf in case mistakes were made, they would be held accountable.

What service does Sucuri offer? Malware detection. Did they detect the infection? YES!

What other service do they offer? Cleaning malware from the site. Did they do this? YES!

Therefore, to have someone monitor and clean your site for under $200, is, in my opinion...a really good deal.

This customer's report is somewhat like a pedestrian who played in the traffic & got run over, was healed by the doctor, then went to play in the traffic again & blamed the doctor when he got run over the second time. Unfortunately, we have to mark it down to ignorance on the part the customer. We are trying to educate people about these problems, but in most cases, customers feel this is someone else's responsibility, be it hosting companies, software providers, etc, which is simply not true. Unfortunately, the technology is often too complex for lay people to understand, but the simple fact is that it is every website owner's own responsibility to ensure the security of their site, just as it is every homeowner's responsibility to ensure the security of their home.
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#3 General Comment

Web Malware Dynamics

AUTHOR: BlueBird27 - (United States of America)

I am a competitor to the organization that has been targeted in this report and I think it is an unfair assessment of the situation. It seems that the customer does not understand he dynamics associated with Web Malware. It is not a case of "once you clean it, it is gone forever".

The fact that the customer's website was infected with malware is indicative of more fundamental security issues, which allowed an attacker to gain access to the sites files and modify them to include his malicious code. This is by no means Sucuri's responsibility as Sucuri does not own or manage the customer's website.

Thus, while Sucuri completed their promise of cleaning the malware off the site, unless the customer went back to address the underlying root cause of how the attacker managed to infect his site in the first place, it is very likely that the attacker simply came back and re-infected the site. This is not uncommon with these types of attacks as they are increasingly automated.

Therefore, I feel the criticism is unfair. Sucuri could have perhaps recommended the customer conduct a full security review of their site to identify the cause of the breach so that the customer can patch it and try to ensure the site does not become infected again. I'm sure they would have done so, though.

The sad fact is, however, that such assessments typically cost tens of thousands of dollars if you are going to do a good job, because there are just too many vectors an attacker can use to compromise the site.

At the very least, they would have suggested the customer update all the software he was using on his site, which seems to be alluded to in the report. It is not Sucuri's responsibility to do this on the customer's behalf & no company in the world would want to change or upgrade software on someone else's behalf in case mistakes were made, they would be held accountable.

What service does Sucuri offer? Malware detection. Did they detect the infection? YES!

What other service do they offer? Cleaning malware from the site. Did they do this? YES!

Therefore, to have someone monitor and clean your site for under $200, is, in my opinion...a really good deal.

This customer's report is somewhat like a pedestrian who played in the traffic & got run over, was healed by the doctor, then went to play in the traffic again & blamed the doctor when he got run over the second time. Unfortunately, we have to mark it down to ignorance on the part the customer. We are trying to educate people about these problems, but in most cases, customers feel this is someone else's responsibility, be it hosting companies, software providers, etc, which is simply not true.
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#4 REBUTTAL Owner of company

Understanding the issue

AUTHOR: David Dede - (United States of America)

Unfortunately, I can't find out who made this complain to be able to look at his/her case.

However, our services do include a 1 year guarantee, so if he is still having issues, he can just contact us back to get it sorted out. As far as the refund, we do provide a full refund within 30 days if he has not requested a manual audit of his site. 

As far as not updating any software, this is not what we do (well stated in our services), but we always help the clients with documentations or external resources to help in that area.

Some other references of people very happy about us:
https://twitter.com/sucuri_security/favorites/

Thanks,

--
David Dede
dd@sucuri.net
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