Complaint: I have an unlimited disk space hosting account with Site5. The company forced me to take down an application on my site due to the disksize in use. I have an unlimited hosting account with site 5. I use an app from ************************** to put my photo's online and share them with family members all over the world. I have the emails to prove it. Site 5 made me take down my album because of the disksize it was taking up:
During routine disk usage audits on the server ***************************** we discovered that your account was using a fairly high amount of storage space. It appears that the disk usage is primarily in the following locations:
I understand the policy of not using the site as a "backup" for files. My use was completely legit. To share photo's using an album. It was merely the size of my files that triggered a server health issue as site5 calls it.
This is false advertising and cannot be considered an UNLIMITED account.
Initial Business Response Could I get a ticket ID so that I can properly review the situation?
Final Consumer Response I do not agree with the response. I never agreed to a policy as stated. Nor did I ever agree to the refund policy as stated. I did not violate any policy. Site 5 is engaging in false advertising. Please reopen the case. thanks!
Final Business Response During the checkout process, every customer must check a box stating they have read our TOS (which contains our refund policy), understand it, and will abide by it.
I will agree to a prorated refund based on acceptance of the offer. Once I hear that customer accepts that, I will terminate the hosting account immediately and send a prorated refund to the customer. I will need the paypal address of the customer since the last credit card charge is older than 60 days.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Complaint Category: Failure to honor promised refunds, exchanges, or credit
Complaint: Promised Unlimited Bandwidth / Did Not Deliver. Support promised refund - refused by **************. I've had many support issues over the last 30 days for my website.
Latency has become an issue and I've been red flagged 3 times for "Resource Points".
Investigation from Senior Site5 staff was that the points were caused by Bandwidth - however our agreement clearly stated unlimited bandwidth.
Staff verified I would be refunded via chat / email weeks ago.
Now that I've migrated my website to NFOservers to handle the new load, site5 has been refusing the refund promised. We exchanged almost 30 emails going in circles on support issues including requiring me to pay to move my domains to Go Daddy as Site5 refused to allow me full access to my domains without hosting.
It's been one problem after another. But refusing to refund me for the remaining months after previously agreeing to do so is the final straw.
I just want my money back and to put Site5 behind me.
My recommendation is to train the support staff to read all the emails on a service ticket and train them in consistency.
Initial Business Response Can the ticket ID be provided where we approved a refund outside of our policies located in our TOS agreed to during checkout? **********************************************
Outside of the Money Back Guarantee, refunds are not offered.
The 45 Day Money Back Guarantee applies to the following services only:
Shared Web Hosting Shared Cloud Web Hosting Reseller Hosting Reseller Cloud Hosting A 15 Day Money Back Guarantee applies to the following services only:
Managed VPS Hosting Unmanaged VPS Hosting Cloud VPS Hosting The 15 or 45 Day Money Back Guarantee does not apply to nor are refunds available for the following services:
Semi-Dedicated Hosting Managed Dedicated Servers Unmanaged Dedicated Servers Domain Name Registrations/Transfers/Renewals IP Addresses Add-Ons such as WHMCS
Final Consumer Response I received a refund for the remaining months this morning. Once a response is received from Site5 on BBB, I can close the case.
Final Business Response To clarify (again):
1) They did not hit bandwidth limits. They hit CPU and memory limits. They were NEVER told they hit bandwidth limits.
2) Our staff did not tell him he would receive a refund. Staff told him he would receive a service credit. A service credit is not a refund.
Those are VERY key bits of information that the customer still is not understanding.
I have refunded the full months remaining on the contract term.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
Complaint Category: None of the Above - Customer Service Complaint Issue
Complaint: Tried to cancel service via email. They would not do it. They refused to cancel via phone. I could not cancel via their website. Tried to cancel service via email. They would not do it. They refused to cancel via phone. I could not cancel via their website.
Business' Initial Response Our procedure to cancel is pretty clear actually. We require cancellations to be submitted via our account control panel. Once logged into Backstage, simply navigate to My Account Billing/Upgrade/Cancel Cancel Cancel a Service. This is for the security of the account in question.
That said, it appears we've already made an exception to our policy and successfully scheduled your account to be canceled at the end of its term via email ticket.
This case should be closed as resolved appropriately.
Complaint Category: None of the Above - Guarantee or Warranty Complaint Issue
Complaint: Paid a year up front. Failed to keep their uptime guarantee. Got credits for 2mo and asked for refund. Told I was past 45 day gaurantee. I paid for a full year of their service upfront based on their guarantee of 99.9% uptime and that they were 100% redundant (Failover).
They failed to keep their uptime guarantee after that first month and I got a $6 credit on my account for this (Which I had to request). I gave them the benefit of the doubt and stayed with them as all the reviews I had read were positive and 30days is not an accurate representation of hosting, or abilities to fix a problem when reported.
They failed to keep this guarantee again (Downtime based on my own monitoring from************ and their own stats: http://www.site5.com/support/uptime/cs1-dallas/)
After this, I went to request a refund full expecting not to get my money for those two months back since I was past the 45 day money back guarantee. When I go to the cancel form it says they do not refund ANY money past 45 days.
I submitted a ticket about this and was told that this is correct and that I should review their Guarantees page here: http://www.site5.com/about/guarantees/
NOWHERE on this page does it say they will not refund money beyond that 45 days, nor does it say any refunds would be a credit only (If I'm not happy with your service, why would I want credit with you?). It simply states that they offer a 45day no questions asked guarantee.
I read the guarantee page before signing up, and had I known this is what they did, I would have gone with a monthly billing option instead. Or not even signed up to begin with.
I have had to request refunds past money back timeframes before (Unfortunate when it happens, but it does) and have always been refunded the balance of my account as this is a standard practice in most industries.
Business' Initial Response We don't like downtime, and it's naturally unfortunate the server performed under our guarantees. Our systems team constantly reviews all servers and assesses if there are resource issues or similar that our team must resolve.
Our guarantees are fully spelled out on both the page quotes in the complaint (http://www.site5.com/about/guarantees/) as well as our Terms of Service (http://www.site5.com/legal/terms-of-service/). All customers indicate they agree to our TOS during order checkout.
Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.) Nothing in the Guarantees says that you won't get your money back after the 45 day period. So the practice is "If you have problems after 45 days and want to leave, tough, we're keeping your money even though you are unhappy with our service.
I have been in this industry since 1997 and have had to deal with similar issues over the years for myself and numerous clients. This is the FIRST time I have ever come across anything like this. They claim awesome customer service, yet I was offered nothing more than a $6 credit even though the CEO told me on Twitter that this server has had issues for months! Then when they don't fix it or offer any other kind of fix, I want to leave and it's "Too bad, we're keeping your money". This is excellent customer service?
I will be emailing**** (The CEO) as requested in a few mins as well.
Business' Final Response A refund has already been processed.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Complaint: Site 5 withdrew money from my checking account without authorization.I have not used their service in a couple years. On March 6th 2013, Site5 withdrew $105.64 from my checking account even though I no longer have any contract with the company.
Business' Initial Response I believe this is in reference to account #*****, but if not, please provide an account number or domain name so we can find the correct account.
We have no cancellation request on file for this account, so if you no longer need it, please submot the cancellation form located in Backstage: **************************************************
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Denver. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
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Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
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BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
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