SEO Moves

Dear Tim,

Thank you for taking the time to leave your feedback. While we're sorry for your dissatisfaction, it’s important to address several key points from our seven-year working relationship to ensure potential clients receive a balanced view.

Communication and Responsiveness:

Throughout our partnership, you sent an average of 61 emails per month, including 21 emails over a single weekend, which made real-time response challenging. Despite this high volume, our team consistently endeavoured to assist you promptly and provide thorough explanations.

When you faced difficulties using Trello, our task management tool, we provided multiple video explainers. Yet, your reluctance to use this tool added unnecessary complexity to the project management process.

Service Agreement and Documentation:

SEO Moves operates on a transparent basis without stringent long-term agreements, focusing instead on producing clear proposals and mutual understanding. Your repeated requests for a signed document highlight a misunderstanding of our documentation process, which we clarified numerous times.

You left a negative review on our Google profile page on Christmas Eve because we didn't respond to your emails quickly enough.

Performance Metrics and Reporting:

Over the duration of our partnership, your organic traffic saw substantial growth from 1,700 to over 4,000 visitors per month. This remarkable achievement came through dedicated work, including 129 hours of unpaid service beyond your subscription, illustrating our commitment to your success.

Our SEO reports and the 'Continuous Development' calendar were designed to offer clear insights into your website’s performance. We provided detailed video walkthroughs of these reports. Translating these metrics directly into sales or specific inquiries requires deeper integration with your business's internal sales data, a service which we offered to expand upon at an additional cost, but you declined.

Hosting Platform and Access:

SEO Moves’ hosting platform is designed to ensure optimal performance and security. Full access was restricted to protect critical elements of your site. We responded promptly to any downtime issues, resolving the December incident within minutes of notification, demonstrating our commitment to your business continuity.

Client Conduct and Service Feasibility:

The conduct exhibited, including inappropriate language and frequent cancellations of scheduled meetings, created significant challenges for our team. Specifically, instructing a senior colleague with profound language was utterly unacceptable and would typically terminate any professional relationship. Despite this, we chose to continue our partnership because we genuinely care about our clients' business success and were committed to achieving positive results for you.

Your continual flooding of our inbox with excessive emails and unrealistic demands was unserviceable and placed undue stress on our team. Nonetheless, we maintained professionalism and transparency throughout, and even suggested alternative SEO partners better suited to your unique requirements.

Strategic Advice and Business Impact:

From mid-2023 to early 2024, your stress and anxiety over Google rankings increased, exacerbated by the numerous helpful content updates and algorithm changes by Google. Despite our continual advice to diversify your income streams and not solely rely on SEO due to the volatile nature of Google’s algorithms, you chose to focus solely on organic search.

After leaving SEO Moves, your website’s visibility in rankings unfortunately dropped by an average of 7%. This further underscores the efficacy of our work during our engagement.

Additional Efforts and Unpaid Work:

We dedicated significant resources to build a brand new website for your business. Despite generating leads during its trial phase, you refused to sign off on the final product without 'proven' success, resulting in unpaid work.

Additionally, ignoring our advice to turn your business into an ecommerce platform left potential growth untapped.

Acknowledgement and Final Notes:

Your email indicating appreciation for our work yet simultaneously piling on tasks and requests showcases a consistent pattern of miscommunication and unrealistic expectations.

This review is our only negative feedback among the 70+ clients we serve, which highlights the atypical nature of your case.

When you initially came to us, you had a significant number of damaging reviews online, accusing you of fraudulent behaviour and running off with clients' money. We worked diligently to help remove these reviews and restore your reputation. Jason, in particular, put in considerable effort to get you back on track. We still have copies of these reviews for proof if you require them.

Regarding the Christmas incident, you publicly accused us of abandoning our responsibilities during the holidays, suggesting that customers should request refunds. This attempt to tarnish our reputation was unfounded. You complained about your site being down, but it was actually a result of your server being DDOS’d. Despite being on a family trip with limited phone signal, Stephen immediately addressed and resolved the issue as soon as he was able to connect. Unlike you, none of the other clients on the shared server complained and were understanding of the situation.

Our Service Level Agreement (SLA) guarantees that if a site goes down, we will prioritize restoring it within two hours. Your site was down for significantly less time than this. Over the past seven years, your site has had an uptime of 99.999%, with any downtime being minimal and due to necessary domain or server changes.

Given the persistent dissatisfaction and public defamation, we can no longer sustain this professional relationship. We have done our utmost to support your business, but it is clear our efforts are not appreciated.

The fact that you have asked to come back a few weeks after leaving these negative reviews for us to "redeem ourselves" only underscores the irony of your criticisms.

We sincerely regret that our efforts were not appreciated and that our professional advice was not heeded. Despite these challenges, we genuinely wish you all the best in your future endeavours and hope you find an SEO partner that aligns better with your expectations.

Sincerely,

SEO Moves Team