Like most modern consumers, I have a hell of a time getting almost anything done, almost anywhere, and every time I think I figured out what I need to do and what it's going to cost, someone says, "And for [thing I thought I made clear I needed], there will be a $[giant] additional fee."
So I was just delighted when the folks who help monitor my website for infection by nasty files notified me of a problem, cleaned it up fast -- and told me that it wasn't as bad as they thought, so they were going to do some extra-spiffying to my site, at no additional charge. And the same human being handled my case the whole way through -- and even called to make sure I understood everything that was going on.
Thanks, Site Lock, for restoring the customer experience to what it's supposed to be. Now, can you please give lessons to my bank?