Muletown Digital, LLC Adma Silverman Teresa White Muletown Lack of Technical Knowledge, Unexplained Charges, Overcharging, Unable to Resolve Simple Website Issues, Absentee Managment Columbia TN

Lack of Technical Knowledge, Unexplained Charges, Overcharging, Unable to Resolve Simple Website Issues, Absentee Managment.

We run multiple websites and e-commerce sites. 

We have dealt with this company far longer than we should have. This is due mostly due to the fact that getting another company up and running is very difficult. We were suffering with the one we were stuck with. 

At first, I overlooked the fact that the original person I spoke with we never saw or heard from again after we signed on with the company.

First, you must understand that when we signed on all of our main e-commerce websites were working. The problems started when Muletown Digital started working in our sites. We quickly realized that the transfer to their "must have" WP Engine Server from our previous server caused our websites to fail in numerous ways. 

Muletown later told us they no longer they wanted to use WP Engine and it would first cost us thousands of dollars to upgrade to a later version of WordPress before they of moved us to a new web hosting supplier.

Oddly enough, Muletown Digital was able to move us to the later version of WordPress after billing us thousands of hours to TRY and move us to the later version previously but failing to do so in the process.

However, months later, they were able to make it work for thousands of dollars more.

Then, Muletown Digital told us it would cost us thousands of dollars to then transfer to the new platform. SO far, no complaints from us but some concern over the multiple changes and hopping around to different web hosting suppliers. 

Also, it made sense to us that there would be some issues during the initial transition to WP Engine, but this was like death by a thousand cuts. Muletown struggled to figure out what the issues were and how to fix them. 

Several major issues were never resolved.  Even to this day we have had to modify how our website is supposed to function. In order to “fix” these issues we had to eliminate options and delete functionality that was very important to us due to the unresolvable issues Muletown could never actually explain to us. 

We were patient and professional and always paid our bills on time despite the hours upon hours of billing for matters that never were fixed. 

In addition, we paid a high monthly fee for support and maintenance. However, when our website would go down or there was an issue, we had to notify Muletown that there was an issue. 

This is the opposite of what we were used to. Other Web Support Companies we hired in the past typically notified us of most critical issues. Sometimes they would miss smaller issues like dead links but most of the time the other companies we worked with could find and quickly resolve the issues.

Whenever there was an issue, even with plug-ins and updates, it was never covered  under the high monthly fee we paid to Muletown Digital. Instead, we would receive expensive, unexplained bills that lacked any detail for “Support Hours” with absolutely no description of services or explanation of work attached.

Understand, I have been working with companies for over a decade that do the same type of work Muletown Digital does. I was seeing bills from Muletown Digital for 7 Hours, 4 Hours, 3, Hours and other random charges often all in the same month’s billing cycle. I never saw and I never asked for details because I already knew it would  “Trigger” Muletown Digital.

In addition, we saw charges for hours upon hours of time that Muletown Digital claimed they invested in TRY to fix issues that were never fixed. These were simple issues and in all cases these issues were not present on our other websites using the same WOO Commerce Shopping Cart and Plug-Ins. 

Go figure.

Finally, I had no choice but to question a large bill for thousands of dollars that made no sense. I was not rude or angry I just wanted to know why we were being charged so many hours for unresolved website issues. 

Understand that this was the 1st time I asked this question after months unexplained billing that we were uncomfortable with. Shame on me for not addressing the issue sooner but I knew what would happen if I did.

However, the VERY 1st time we questioned their billing and asked for details about the work done, Muletown Digital was “Triggered” and they dropped us in the middle of our busiest time of the year during a major Black Friday Sale.

We are a smaller company with limited staff. So, this caused us to shift our efforts from running our business during our biggest sale of the year to looking for another Web Development Company to support us with no real notice.

Bottom line, we never were comfortable with Muletown Digital, their knowledge, skills or their billing practices from early on in the relationship. However, my gut instinct told me if I ever questioned Muletown Digital it would “Trigger” them and they would turn out to be the type of people that would just leave you in a bind the minute you questioned their capabilities, skills or billing.

Unfortunately, I was proven right. Muletown Digital dropped us on the spot for even daring to question an invoice. I then spoke my mind clearly and plainly since I was expecting nothing less than this from Muletown Digital and their staff.

Unless you want to risk your business, budget and your right to be treated as a valued and respected customer … I suggest you do NOT engage or hire this company for any reason whatsoever.