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Phone: (512) 961-8289 3267 Bee Cave Rd Ste 107 # 285, Austin, TX 78746
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that lowered the rating for Green Host It, Inc. include:
- 4 complaint(s) filed against business
Factors that raised the rating for Green Host It, Inc. include:
- Length of time business has been operating
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMs. Stephanie Rosendahl
Internet - Web Hosting Internet Services Internet Access Provider Internet Shopping
THIS LOCATION IS NOT BBB ACCREDITED
3267 Bee Cave Rd Ste 107 # 285
Austin, TX 78746 (512) 961-8289 Directions
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|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: Web hosting service was paid for but never provided. Unable to obtain a refund or an intention to provide service.
Desired Settlement: Refund of payment provided, due to zero service provided.
Business Response: Hello. Please accept our apologies. The domain on your web hosting account contains Gmail, which is not allowed by our data center. The payment has been refunded. Our billing department flagged your order as fraud (because of the domain name) and this is the reason. Again, my deepest apologies.
Better Business Bureau:
Problems with Product/Service
Read Complaint Details
Complaint: I left one Web hosting service provider that was unable to provide my daily statistics in a reasonable and dependable manner. I signed up with Green Host It, after receiving personal assurance, by telephone, from the owner that I would never experience such failures with her company. I signed up in late November of 2013. Since then, I have gone through only ONE three-week period when there were no failures to the system or the collateral services associated with Web site hosting. I have a collection of over 200 emails, dealing with a variety of failures to deliver services since then. I am fed up. Today, I have been unable for the last nine hours to view my site's visitors statistic, I have been unable to update my Web site due to server failure(s) on the part of Green Host It, and, most importantly, I have left five voice mails and sent half a dozen emails trying to find out what is going on with my service. I have received 0 replies for my efforts. I was once even threatened with termination of my account for telling Green Host It how poor a job they do with tech support. Their telephone support promises quick service, though I have left over two dozen messages in the past and not a single one has EVER been answered. I could go on for hours writing about the faillures Green Host It has foisted on me. The most blatant failure -- and the most pertinent, as far as the contract is concerned -- is that my Web site has now been down for more than the "guaranteed maximum" downtime in a one-year period, and I have only been a customer for six months. I could go on and on. I will, if it will support the processing of my complaint.
Desired Settlement: I would voluntarily leave the service, but I signed a one-year contract and will forfeit substantial amounts of the fee if I choose to leave. Furthermore, I have suffered countless failures in these six months and do not feel that a partial refund would be sufficient. I want all of my money refunded, since I have yet to receive a full month's service without interruption caused by Green Host It.
Problems with Product/Service
Read Complaint Details
Complaint: My experience with Greenhostit has been frustrating to say the least. On Sept. 11, 2013, I raised a ticket with Greenhostit to inquire why I could not access my website. The support center reviewed the issues and informed me that my IP address had been blocked at their firewall because the incorrect username or password had be entered multiple times within 5 minutes when logging into the control panel, email, or password protected area on the website. I acknowledged this error was on my end because I had attempted to access the email account provided with my service package and had entered the incorrect password. Greenhostit resolved the issue quickly. I was pleased with the promptness at which the issue was resolved. After this initial issue, anytime I raised a ticket, I received the same response, "It's your fault. The error is on your end." On Sept. 23, 2013, I raised a ticket with Greenhostit support to address an alarming concern. I informed them that I received a “timed out error” when I tried to access my website on Sept. 23rd. I also addressed that between Sept. 21st and Sept. 22nd, I had received an error message stating that the server was “running out of space and cPanel operations had been temporarily suspended to prevent something bad from happening.” That was multiple days in one week when my site was down. Greenhostit support replied that the running out of space and cPanel access suspension error message were due to another customer abusing the server. The explanation for the timed out error I received on the 23rd was that I had done something to get my IP address blocked by the firewall again. When I informed support that I had not attempted to access the cPanel on that date, no longer used their email service, and that 3 of my associates had received the same error message when they attempted to access the website from their own computers, which have completely different IP addresses than my own, I received the same explanation that my IP address had been blocked due to an error on my end. Again the blame was placed at my feet. On November 16, 2013, I contacted Greenhostit support to inform them that my domains had been hacked. I inquired if this was a global issue or isolated to just my domains. I asked Greenhostit to find out how the hack happened and inform me which files had been modified. Without me authorizing or even requesting it, Greenhostit restored my site from outdated backup from August. I lost an immense amount of my client database with this unauthorized restore. When my developer and I contacted Greenhostit to express our outrage, we were treated to a lecture on how we should use the backup feature in the cPanel to back up files so that something like this doesn’t happen. Greenhostit completely disregarded the fact that I never requested or authorized them to complete a restore. I only asked for information on how the hack happened and which files were modified. On November 19, 2013, I contacted Greenhostit to inform them that due to several issues experienced, resulting in damage to my company’s reputation, I would no longer be using them as our web hosting provider. I respectfully requested the cancellation of service and a refund minus services rendered. I received a reply on November 25th, stating that my account was well past the 30 day Refund Policy. I replied that this was unacceptable; I noted that Greenhostit had not upheld their end of the deal, and listed the issues I had experienced. I paid for 3 years of service and only used 5 months. On November 26th, I received a reply, “we can calculate a refund based on un-used time, but the pre-payment discount will not apply because you did not keep your account for 3 years,” effectively attempting to short the correct refund amount. I replied, “this is unacceptable.” On Dec. 4th, I received a reply stating, that under Greenhostit’s terms of service, the “User is solely responsible for making back-up copies of the User Website and User Content.” I did not request or authorize Greenhostit to restore a backup. This action was taken on their own accord. If it wasn’t for the partial backup my developer had, my business would be crippled. Greenhostit also stated that under its terms of service, “Any security risks including, but not limited to, hacking, phishing, and information piracy are the sole responsibility of the User.” This is in direct conflict with Greenhostit’s advertising campaign..TRUSTED---SAFE---RELIABLE. I was informed that no refund would be issued. Instead I’d be offered a credit for a new web hosting account with Greenhostit. Any issue that arises with Greenhostit's service is deemed, “the customer’s fault.” I broke no terms of service. I upheld my financial obligation to Greenhostit and in return was provided a faulty product. Greenhostit’s advertising is in direct conflict with its terms of service; making me question if Greenhostit, Inc’s business practices are legal. I certainly feel that a bait and switch technique was utilized in my case.
Desired Settlement: I cannot repair the damage Greenhostit has done to the reputation of my young company. I've even offered to pay for the time I was with Greenhostit. All I'm asking for is the return of my payment minus services render. I paid $273.87 for 36 months of service with Greenhostit. That's $7.61 a month. I used 5 months of service so Greenhostit can subtract $38.05 from $273.87 and refund $235.82 for unused service
The account in question was hacked due to poor coding on the customer's website. We restored his site from backup because we can not, for obvious reasons, leave malicious code on the server. This is to protect the integrity of the server and for the protection of all customers who are hosted on the same server. We have at least 20 support tickets in which we tried to assist this customer, but we had little success explaining to the customer about keeping content management systems updated in order to avoid any security lapse. It is unfortunate that this occurred, but we offered to assist this customer multiple times and they refused. I am not sure how they created their website, but in the future we recommend a content management system such as ********* or ******. And of most importance is that the customer keep their content management system updated to the most recent version. We also recommend that all plug-ins and themes be kept current as well, which will minimize any chance of a website being hacked. Fortunately we keep a backup and were able to provide this customer with his data prior to the malicious code injection.
Read Complaint Details
Complaint: On June 27 we purchased a new hosting service for our website which included mobile website and a one time website maintenance for $189. The ***** agreed to also do a word press website. The following day we received a duplicate bill and were immediately concerned about the early billing issues. We stopped everything, regrouped and determined to proceed on 6/29. We were advised the website would be complete by the end of July. At the end of July the website was not done and our current website (with another provider) had to be extended for another few weeks in august to accommodate this. Naturally I was upset as I was now paying 2 providers. Now we are at the end of August and we are still paying two providers as the website is not done. We bought another domain name for this. I asked for a refund since a completed product was not delivered timely and GreenHostIt is not hosting our full service website at this time. I was advised I would be refunded $29.95. We are asking that the $29.95 be refunded for missed deadlines, the $48 for a mobile website (another service we did not receive) and the $189 for website maintenance. I think in all fairness the hosting fees should be refunded since nothing was hosted but at this time we have lost enough time and money dealing with this.
Desired Settlement: We are asking that the $29.95 be refunded for missed deadlines, the $48 for a mobile website (another service we did not receive) and the $189 for website maintenance. I think in all fairness the hosting fees should be refunded since nothing was hosted but at this time we have lost enough ti,me and money dealing with this. We did not receive the acceptable product and hosting we paid for.
Hello *** ****