Second Nature

DO NOT USE THIS COMPANY!

Unfortunately, after being a client for over 4 years I decided to discontinue services and business with this company due to billing and website issues. There were numerous times over the last few years with billing issues and discrepancies as well as issues with our online website and ordering system not working. I considered ending services many times but stayed with the company because Erin was always responsive and did her best to fix things. However, my final straw was when there was yet again billing issues and when i reached out Ryan, the owner, he took no responsibility and placed the blame fully on Erin. He tried to bill me for months that were already paid and then on top of that apply late fees for each month when i was in fact the one to reach out to him that i haven't received any recent invoices. He is also holding our Domain hostage and refuses to give us access. Come to find out, he is known to do things like this to his clients. extremely unethical and unprofessional. You've been warned, take your business elsewhere.

Charged us for things they never did, and when we pointed that out they stopped returning our phone calls. They created a very nice website, and we were initially very happy with them. But after a year or so, they became very slow to make requested updated. They convinced us to pay them $1,000 a month to run Google Ads. But we noticed there weren't any ads. When we contacted them about the issue, but made excuses. Now they won't respond to our phone calls or emails. If anybody know a physical address for them, please let me know. We are trying to file a claim against them in small claims court. Ryan - I'm am one of the owners of Homestead Veterinary. I have been trying to contact you, and my business partners have been trying to contact you for months. You need to transfer the domain name over to us. The person who answers the business phone says that we need to call you. But your phone goes straight to voice mail and the message says you voice mail is full so I can't leave a message. And you don't respond to emails.

We hired Second Nature to build and host a website for our new hospital. From the start Ryan pushed Google Ads, which would add $1000 monthly, and the website development and monthly fee were already expensive. We wanted a blog and met with Ryan; we spent over an hour in a high-pressure sales pitch for Google Ads. The blog wasn't mentioned, and Ryan was oblivious to our stress. We felt held hostage and didn’t want to repeat the meeting. I managed to interrupt and tell him we had appointments, but he would not stop, causing clients to wait. In 4/22 business slowed, so we warily agreed to Google Ads for a month. Ryan said it would increase new client interactions by 20 to 40 a month. I wanted to see a change before further commitment. That was the last communication we had with Second Nature. All future emails requesting follow up are unanswered. I emailed 9/22 to see if the ad launched, since we couldn’t find it. In the meantime, Second Nature continued charging us monthly. And I cannot access Google Business Suite to review it, as they have the credentials and have not provided us requested access. 12/22 Second Nature decided stop hosting our website, but felt okay to continue charging us. We are out $3000 for unpublished Ads, a downed website development costs, and a domain we can’t access, plus whatever monthly fees I cannot reverse. We try and contact Second Nature, but all we hear is crickets. The situation is stressful. Ryan states in the below email that the website and credentials belong to us and would be provided should we “not be a good fit”, which never happened. The promises made by Second Nature have been broken, and at this point it feels like a scam. My email to Ryan (minor edits): On Tue, Apr 13, 21 Tamara Dunn wrote: Hi Ryan, “The decision regarding a website has been confusing. We've had to look up the jargon used in your industry to try and understand what is available, what is covered in your packages, and how it impacts us. I do have a couple of questions. 1. How long are we contracting for if we decide to go with your company? 2. If we don't feel we can afford the monthly fee, who owns the website and domain name? 3. Is sending data to your web designers the only option for adding content? 4. Does the website come with email addresses connected through the site? Ryan’s Response Email (minor edits): No worries! After working in digital marketing for over a decade, I understand how confusing it can be. I’ll address your questions specifically and you can call with specific questions, especially concerning the jargon! 1. We are on a month-to-month service model & you're able to cancel at any time. We believe that earning your business means earning, month in and month out. 2. If for any reason we are no longer a good fit for each other, we part as friends and you own the website files and the domain, even if we purchase it for you, it will be transferred to you. We are not in the business of holding business's domains hostage :) I would recommend you get your domain through Google Domains, it's only $12/year, provides free privacy, & is easy to manage. 3. There are a few options for adding content, but I will guarantee you that the quickest and most efficient way to get your updates completed within 24-48 hours will be to send them to our team. We can provide you with a login to do so but sending it to our team ensures that it fulfills its SEO potential to positively influence your business. We appreciate you keeping us in the loop with your decision, as our approach is honesty, transparency, & education. Please let me know what other questions you have about any of the other providers you're looking at, as there are more than a handful of them that implement unethical tactics that would harm your online presence. I hope this helps, please don't hesitate to contact Connor or me if you have any further questions, we're always more than happy to help! What time can you hop on a call tomorrow or Thursday? Have a great rest of your week ahead! Kind regards, Ryan RYAN S. COPP CEO & Founder

Ryan is doing a great job for me marketing my law practice. He is responsive, professional and helpful and I recommend him highly to anyone who is looking for marketing advice.