Another experience with them just today. Scan mysteriously brings back 184 instances of malware. I ask for a location of this malware, they can only tell me where on the website it shows up. Obviously it's not within the website copy. Furthermore the service the client purchased 4 months ago is just a scan, it doesn't fix anything. To actually get it fixed you have the choice of either a $300 one time charge, or upgrade to their $100 mo. plan with a 12 month commitment.
I again asked for at least some direction on what file(s) it's saying is infected. They couldn't tell me without the $300 charge to do a "Deep Scan" and fix it.
Had a hunch that since it said it was the same thing, replicated 184 times, that maybe it was in the header, footer or sidebar file. It was in the footer file. Just a small chunk of code that mysteriously appeared. I removed it. Took me 5 minutes. They were going to charge the client $300 just to tell us it was in a single file and remove it.
I'm not a big fan of this company.