Complaint Review: HIT Web Design - Provo Utah

I began my business with HIT Web Design on 6/5/09. I requested to have a website created in order to support my business, Power Chord Guitar Lessons, LLC. They seemed very eager to help and answer questions up until the point where they have your credit card information. After that, everything went downhill. I was told to wait 7-10 days before a website designer would contact me. After about fifteen days, I called back to see what the hold up was. I was told my account manager had changed and I had to wait another 7-10 days to speak with a website designer. After 5-7 days of persistent calling, speaking with supervisors and speaking with the supervisor's supervisors, I finally got a call from a website designer.

My website was done very quickly and to my liking. That is the only time I have ever been satisfied with their service. Since then, I have requested an update on my website. The update took a little longer than I had expected, but I was not too upset. The update took a couple tries to get to something that I liked, but there were still flaws. After calling the editor, Donald Lannon, several times to try and fix the situation, the problems still remain. You can see the problems with the front page of the web site at www.powerchordguitarlessons.com. The unsightly red box to the right of the page can only be seen on browsers other than internet explorer. You can also see that there is an unsightly dark square around the home and information pages and there are shifts around the border of the graphics.

Also, after the initial update was made, the website editor that HIT Web Design provides began malfunctioning to the point where I could not use it to make simple edits to my website, as I had been able to do in the past. To clarify, the website editor is used to make simple text edits to the website. In order to get a graphic edit done, the customer has to request an edit from the company. In the past, the web editor shows the entire page and you can edit it to your liking. Now, the editor only shows plain black and white text and is insufficient in making simple edits. Over the past two weeks or so, I have been calling both technical support and Donald Lannon persistently to no avail. When I called technical support, they told me that they could not help me and Jeremy Nelson, a supervisor, had been tasked to fix my web editor.

After several attempts to contact him over the phone, including a message or two, I still have not found anyone to speak with about my web editor. Whenever I call HIT Web Design about a problem, it is passed on to someone else. I have spent two hours on the phone trying to get someone to help me before. I have never seen a company who's customer service operates so poorly. If I would have had the foresight to look for complaints on this company before I committed to them, I would have never given them my business. I Googled their name and searched BBB.org to find a plethora of complaints from employees and customers alike.