Complaint Review: HIT Web Design - Provo Utah

I appreciate the comments above, I disagree with some, but I appreciate the heart. I am a member of the management team, not Mr. Stone (retired). I have taken on the responsibility of reviewing the accounts who feel they have been mistreated, and who post on Rip-Off or any other complaint board I can find. It makes me feel a bit better knowing that my efforts are seen.

I honestly attempt to do the fair thing when ever a decision is placed before me. I have worked hard to find a way to work with customers who feel they have been mistreated. That is certainly not the way HIT wants to do business, and yes, we are working hard to change that tide.

HIT recognizes that, although the percentage is low, the upset customers we have are too many. For me, one would be too many. I sincerely hope that customers, and employees, feel as though they can contact me and I will work hard to find an amicable resolution. However, I think Murphy said it best when he said, 'If you try and please all the people all the time, someone won't like it.'

As for our BBB standing: I invite you to review our record with the Better Business Bureau. We have worked with more than 15,000 clients and in the entire company history, have had less than 1% of our clients complain to the BBB. We are even more proud of the fact that Heritage has been able to resolve every registered BBB complaint.

Again, I invite anyone to contact me. I am willing to work to find a resolution to the concerns you have. I have helped many customers find a happy ending. I am more than happy to help when and where I can.

[email protected] or [email protected].

My personal promise to you is that HIT Web Design will be completely fair and equitable with you.

Warmest Regards,

Quality Control Administrator

I appreciate the comments above, I disagree with some, but I appreciate the heart. I am a member of the management team, not Mr. Stone (retired). I have taken on the responsibility of reviewing the accounts who feel they have been mistreated, and who post on Rip-Off or any other complaint board I can find. It makes me feel a bit better knowing that my efforts are seen.

I honestly attempt to do the fair thing when ever a decision is placed before me. I have worked hard to find a way to work with customers who feel they have been mistreated. That is certainly not the way HIT wants to do business, and yes, we are working hard to change that tide.

HIT recognizes that, although the percentage is low, the upset customers we have are too many. For me, one would be too many. I sincerely hope that customers, and employees, feel as though they can contact me and I will work hard to find an amicable resolution. However, I think Murphy said it best when he said, 'If you try and please all the people all the time, someone won't like it.'

As for our BBB standing: I invite you to review our record with the Better Business Bureau. We have worked with more than 15,000 clients and in the entire company history, have had less than 1% of our clients complain to the BBB. We are even more proud of the fact that Heritage has been able to resolve every registered BBB complaint.

Again, I invite anyone to contact me. I am willing to work to find a resolution to the concerns you have. I have helped many customers find a happy ending. I am more than happy to help when and where I can.

[email protected] or [email protected].

My personal promise to you is that HIT Web Design will be completely fair and equitable with you.

Warmest Regards,

Quality Control Administrator

I want to address the 'HIT Management' post above. If you notice, it's written really well, much different from the other person posting as HIT management, with none of the different sized texts, misspellings or strange words used by the other person. This tells me that your complaints, customers, are making an impact and Brad Stone (most likely anyway) is taking notice of this site again and trying to combat the negative press.

I want to address their false statements. One thing, they say they have emphasized honesty and integrity to customers and fellow associates. Well, lip service is just that. The proof is in what you put out. If you have this many upset customers, something is wrong. I keep hearing, "Every large company has complaints", yes that is true. But Heritage is NOT a large company. They are a rather small company by the standards of business in this country. Are they a large web design company? Yeah, that's probably true too, but the volume of complaints is only watered down by the volume of customer churn you have. To put this in perspective, most customers that Heritage has are internet newbies, people who don't know enough to complain online. So the complaints you see online are probably less than 10% of the upset customers they have. I know this from many years experience as a business person, and is only common sense.

This person furthermore says that some who fail to meet their high standards are asked to leave. Wow. If your standards are all that high, seems to me you wouldn't have so many complaints or upset customers. Furthermore, how dare you attack ex-employees with the statement that they are spreading lies and slander. A statement is only slander if it isn't true. From everything that is posted online about your practices how could all these ex-employees be lying?

Even the BBB, an unreliable source of information about a business due to their business model is trying to distance themselves from you. The BBB gives Heritage a C- rating and refuses to issue accreditation to HIT.

Look, even Walmart, a massive, multi-billion dollar company that has millions of customers doesn't have as many complaints as HIT. Doesn't this tell you something?

Finally, if a customer has serious doubts about any ex-employees statements or feels that they may be untrue due to not leaving identifying information about themselves, let me point out a few things.

1. Ripoffreport.com does not allow any ex-employee of any company to identify themselves. You can't post email, names, phone numbers, etc. or your post will not be published. So much for the cowardice theory.

2. Even if you could post identifying names, HIT Web Design, a.k.a. Heritage Web Solutions would have their legal team involve you in a lawsuit for slander. How many people do you know can afford a team of lawyers to combat this? No doubt in the end any ex-employee would win any suit if they were telling the truth, but who could afford to be involved in that? Missing work for hearings, spending money on lawyers, just imagine the cost to an individual.

I'd say that HIT is pretty worried about all these complaints or they wouldn't suddenly be responding to them after a gap of quite some time. Hopefully they'll be worried enough to change the way they do things.

Since its inception, HIT Web Design has emphasized honesty and integrity, both to our customers and to our fellow associates. Being honest in our business dealings is paramount to our success and has helped Heritage Internet Technologies become one of the fast growing privately held businesses in the country.

As a company with more than 200 full time employees and nearly 300 independent contractors, glitches and problems will sometimes arise, but we are optimistic about our future. Our employees are committed to working hard for our customers. Those who fail to meet the high standards we have set are asked to leave. Naturally, some of those terminated employees have chosen to take the lower road and post slanderous, defamatory and untrue statements.  The reader should keep in mind that complaints are posted anonymously with no contact information provided by the poster.  All we can say is that we wish all of our ex-employees the best in their new careers and hope the poster will be more respectful to his/her new employer.   All of our employees and contractors have been and will continue to be fully compensated for the work they perform.

HIT Web Design is a successful company that has been recognized by such organizations as Entrepreneur Magazine and Inc 500, and is ranked in the top 500 of privately held companies nationwide. If you have a concern, please contact me personally, and I will resolve it.