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BBB Accredited Business since

HostGator.com, L.L.C.

Phone: (866) 964-2867 View Additional Phone Numbers 5005 Mitchelldale Suite 100, Houston, TX 77092 http://www.hostgator.com


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Description

This company provides web hosting services, including: reseller hosting, dedicated hosting, professional and beginner services, and website name registration.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that HostGator.com, L.L.C. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for HostGator.com, L.L.C. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 293 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

293 complaints closed with BBB in last 3 years | 115 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 16
Billing/Collection Issues 98
Delivery Issues 13
Guarantee/Warranty Issues 6
Problems with Product/Service 160
Total Closed Complaints 293

Additional Complaint Information

Host Gator wants consumers to know the following:

Consumers having an issue can contact Host Gator at 866-96-GATOR(42867).  Host Gator is also available via email at feedback@hostgator.com or through our LiveChat at http://www.hostgator.com/.

If you are having issues with canceling your account please complete the cancellation form at https://secure.hostgator.com/cancel.php  or contact one of our cancellation agents at (713) 574 - 5287 ext. 1012.

Customer Reviews Summary Read customer reviews

11 Customer Reviews on HostGator.com, L.L.C.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 11
Total Customer Reviews 11

Additional Information

BBB file opened: May 16, 2007 Business started: 10/10/2002 in MA Business incorporated 01/01/2004 in FL
Type of Entity

Corporation

Business Management
Mr. Adam Farrar, Owner Mr. Joshua Martin, Director of Customer Service
Contact Information
Principal: Mr. Adam Farrar, Owner
Customer Contact: Mr. Joshua Martin, Director of Customer Service
Related Businesses
eHost LLC.
Business Category

WEB HOSTING SERVICES

Refund and Exchange Policy
45 day money back guarantee, no questions asked.
Alternate Business Names
Endurance International Group
Additional Information

The parent company of HostGator.com, LLC is Endurance International Group Inc; which is an accredited business in the Burlington, MA Bureau service area. Please see link for additional business review information. 

http://www.bbb.org/boston/business-reviews/internet-services/the-endurance-international-group-inc-in-burlington-ma-76863

Products & Services

goMobi mobile design suite, Sitelock site security. Codeguard which is a back up solution, several control panels depending on user preference.


Customer Review Rating plus BBB Rating Summary

HostGator.com, L.L.C. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 5005 Mitchelldale Suite 100

    Houston, TX 77092

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/27/2016 Advertising/Sales Issues
6/21/2016 Problems with Product/Service
6/19/2016 Billing/Collection Issues
6/16/2016 Problems with Product/Service
6/16/2016 Problems with Product/Service
6/13/2016 Problems with Product/Service
6/7/2016 Billing/Collection Issues
6/2/2016 Problems with Product/Service
6/1/2016 Problems with Product/Service
5/25/2016 Billing/Collection Issues
5/23/2016 Billing/Collection Issues
5/20/2016 Problems with Product/Service
5/16/2016 Billing/Collection Issues
5/14/2016 Problems with Product/Service
5/10/2016 Billing/Collection Issues
5/10/2016 Billing/Collection Issues
5/3/2016 Problems with Product/Service
5/3/2016 Billing/Collection Issues
5/3/2016 Problems with Product/Service
4/27/2016 Problems with Product/Service
4/21/2016 Billing/Collection Issues
4/18/2016 Problems with Product/Service
4/15/2016 Problems with Product/Service
4/10/2016 Problems with Product/Service
4/8/2016 Billing/Collection Issues
4/8/2016 Billing/Collection Issues
4/4/2016 Advertising/Sales Issues
3/30/2016 Problems with Product/Service
3/27/2016 Problems with Product/Service
3/26/2016 Problems with Product/Service
3/26/2016 Problems with Product/Service
3/25/2016 Problems with Product/Service
3/25/2016 Problems with Product/Service
3/23/2016 Billing/Collection Issues
3/18/2016 Problems with Product/Service
3/15/2016 Problems with Product/Service
3/12/2016 Delivery Issues
3/12/2016 Problems with Product/Service
3/7/2016 Problems with Product/Service
3/7/2016 Billing/Collection Issues
3/6/2016 Problems with Product/Service
3/5/2016 Billing/Collection Issues
3/3/2016 Problems with Product/Service
3/1/2016 Billing/Collection Issues
2/29/2016 Problems with Product/Service
2/24/2016 Billing/Collection Issues
2/22/2016 Delivery Issues
2/20/2016 Billing/Collection Issues
2/17/2016 Problems with Product/Service
2/15/2016 Problems with Product/Service
2/15/2016 Billing/Collection Issues
2/12/2016 Problems with Product/Service
2/11/2016 Billing/Collection Issues
2/8/2016 Problems with Product/Service
2/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hostgator will not uplift my suspension, accusing me of having malicious spyware something, I know nothing about. They directed through the chat to contact ******* which charges a lot of money before they uplift it. I cannot see anything to remove so I can clean it up. Instead, they waited until I was a bit late on my bill before completely removing all of my websites. Why I called ******** she suggested for me to completely get a clean out which would cost me $300 and then, since I am with Hostgator she would go down to $150, that's money I still cannot afford. I want my websites up and running. I know nothing about any Malware and I need copies of my *********, so that I can go elsewhere and no longer deal with Hostgator. I have been with them for several years now and this is the first I have been told by another business that Hostgator does not have the expertise or knowledge to handle such alleged situations. It's unfair and it's not right. Why take my money for another month and they claim my account has malware and is allowing another business to charge me a lot of money in order to lift my suspension?

Desired Settlement: I want a refund for the $13 I paid and I need for them to uplift my suspension, so I can download copies of my website for ************************ and ********************, I need to move on and no longer do business with them. After first, I thought it was for 6 years, but really I have been with Hostgator since 2006 and never experienced such a problem. I'm very unhappy. Thank you.

Business Response: Good Afternoon,

We're sorry to hear Ms. ******* has had trouble resolving this situation and would be glad to address the concerns noted in the complaint. To provide more background information, we did find that there was malicious content hosted on this account which required a temporary suspension until the content was removed. As hosting malicious content can damage the reputation of not only the web host's IP addresses, but also the customer's site, we do need to take immediate action and issue temporary suspensions when malicious content is being hosted.

Although we do temporarily suspend access to the site from visitors, our customers do still have access to remove the content through their hosting control panel which can be accessed through our customer's billing accounts. In this case it seems Ms. ******* was most likely attempting to access the site through the ********* dashboard which would not have worked as access was only granted via the control panel , FTP and SSH connections.

When sites are found to be hosting malicious content, we do recommend our partner ********, however customers are not required to use our partner and can hire any 3rd party or individual that meets their needs in terms of pricing or otherwise. While we understand Ms. *******' concern that she should not have to pay for a suspended service, please note that our billing system will automatically invoice accounts until cancellation has been processed and also, as we continue to provide space to host the files our services will not be free of charge simply because there is malicious content being hosted.

Regardless, as we understood there was trouble using the available options to download a copy of the site, we have generated a full backup for Ms. ******* and have also provided a refund of the last payment made. We are sorry to see our long term working relationship end in this way with Ms. *******, but we wish her the best of luck with her business at a new host.

2/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I've been a customer with Hostgator since June 1, 2011. I've had no difficulties until this past summer 2015. They made an error in billing; charging me on my credit card for a 2 yr. renewal contract to host my site when the existing contract was coming due only in Oct. 2016. In other words, they would be charging me double for Oct./15 to Oct./16. I contacted them & pointed it out. Meanwhile the ******** ****** had gone down. Because of that, what they took off my credit card by error $297.22 Ca. they paid me back only ******* **** Essentially they are saying it's not our fault the ********** went down. This was their error and not mine. And if they had not made it, I would still have ******* **** collecting interest in the bank, and not ******* **** If this had been my error I certainly would accept the loss. But it is not mine and therefore I should not pay. I have no blame in this. Emails have gone back & forth as well as my time spent telephoning. All this waste of time & effort and now I'm expected to also pay for their error. Or maybe it wasn't an error but perhaps intentional. Are they doing this to other customers? I just want my own money back, all of it. The balance owing me is ****** ****

Desired Settlement: As was done with the $262.27 I want the remaining ****** ***. to be put back onto the credit card Hostgator used to deduct the erronous renewal.

Business Response: Good Afternoon,

We'd like to start by offering our apologies for this early billing. After review of the situation, we found that there was a request to update the account's billing cycle which was performed, however our billing agent did not correctly update the next renewal date so the invoice for renewal did come a year earlier. Although we cannot typically guarantee that refunds to different currencies will match the initial amount, as this billing was in error we'll be glad to work with *** ******* to ensure she has not lost funds on the situation.

We've attempted to reach *** ******* via phone to go over options to receive the difference in payment but unfortunately reached voicemail so we've followed up via e-mail as well. Regrettably we have not heard back at this time but the e-mail thread has been assigned to our direct management so if *** ******* could please reply back at her earliest availability, we'll be glad to follow up with her to resolve this situation. If for any reason our e-mail was not received, our management can be reached via ********************** and we ask that *** ******* please references ticket *************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have spoken by tel. to the business (Hostgator) complaint ID ********,   & accepted the resolve to my complaint. However, it will not be completed until I in fact receive the amount of money they promised to restore to  me. This will take up to one week.
If they do, I find that this resolution would be satisfactory to me.
I request to have this complaint remain active until such time as I receive all the money owed to me. I will inform you when this happens.
Thank you so much for your assistance with this matter.

Sincerely,

******** ******* 


 

1/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for the ****** apps for work service with hostgator. Upon logging into hostgator I was prompted to activate my ****** apps for work service with them. I went through the process and kept getting "internal errors". I opened up a support ticket through them. I received very little communication from them and even had several chat sessions with support to resolve the issue. I responded with information they asked for and still no communication from them and no resolution to the issue. Finally because of their extraordinarily poor customer service, tech support, and communication I decided to close my account with them. I then tried to work with ****** directly to resolve the issue and ****** informed me that they had opened an account, but not created any users within it and ****** then gave me the steps that hostgator would need to follow in order for me to gain correct access. I tried to go through support at hostgator again so they could release my account and fix the issue as per what ****** support advised, only to then be told that they would not do it because I closed my account with them. This is absurd. They messed up my account and then they won't fix it.

Desired Settlement: I want them to do what they should have done in the first place. I want them to fix what they broke so that I can go wherever I want. They have no right to not fix this when they broke it in the first place.

Business Response: Good Afternoon,

We'd like to start by offering our apologies for the trouble getting ****** Apps to work on this new account. We certainly always want our customers to get started on the right foot with us so we were sorry to see there were errors during the setup process. Having said that, there were a few points in this complaint that we must clarify. First, we have reviewed our logs and see that the ****** Apps account was never actually setup due to an error in our automated setup process. While we understand Mr. ******** received somewhat conflicting information from ******, we have confirmed that the account was never initiated so the users could not have been added.

Once this error was reported, we did follow up on the 6th of January requesting the details of the account Mr. ******** would like to have manually setup. While we of course always want all tickets handled as quickly as possible, unfortunately Mr. ******** had decided to cancel his services 2 days later before we had a chance to setup the ****** Apps account.

Unfortunately there seems to be a misunderstanding in that Mr. ******** seemed to have the impression that the ****** Apps account could still be used after canceling service with HostGator, however that is not the case as we a reseller for ****** and the support is through HostGator and not directly with ******. We apologize if that was not made clear, however following the cancellation request on the 8th we did cancel all services and provide a full refund of all payments including what was paid for ****** Apps. Due to the way the ****** Apps service integrates with HostGator, we will be unable to provide ****** Apps for individuals who do not have an active hosting plan with us, meaning at this time we must refer Mr. ******** to ****** if he wishes to use the ****** Apps service.

We appreciate the chance to address this complaint and if we can be of any further assistance, our management is available for contact via feedback@hostgator.com.

1/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hostgator is a web hosting service. They claim 99.9% service level agreements to all their customers. This equates to a little more than 8 hours of total downtime a year (365 days). On two occasions now - within a 3 month span - my domain / site has lost over 10,000 hits of traffic daily due to an issue caused by Hostgator. Twice they have made firewall changes on their end that essentially block traffic to/from my domain. This traffic is not illegal in fact its common practice to use email relays (such as ********) so you can obtain statistical data about email notifications going out to your customers and/or community. Nowhere is it listed what I'm doing is against any policy of theirs yet they make these changes without notifying their customers causing outages that exceed their SLA. The first outage lasted for over two weeks while I frantically tried to troubleshoot the situation on my end and finally when I ran out of options I asked if they could check the firewall settings on their end and sure enough that was the issue. At that time I was informed firewall changes were made that blocked traffic directly relating to my outage. Again three days ago HostGator tech support admitted the same thing again! I signed up for a 2 year service and I am demanding a prorated refund in the amount of $150 for services they failed to deliver.

Desired Settlement: I demand a prorated cash refund in the amount of $150 so I can leave this two year agreement.

Business Response: Good Evening,

First and foremost we'd like to offer our apologies for the trouble reported in this complaint. To provide more information, here at HostGator we do routinely update our firewalls to ensure that our customers are protected against malicious activity. Unfortunately in these two cases, following our firewall update, we did find that some of our settings had been knocked out which caused issue with outbound e-mail.

Following the two updates we did make sure to restore access to the outbound ports necessary for Mr. *********'s e-mails, and have taken steps to ensure that these updates are more carefully reviewed and tested following the changes.

At this time we have been in direct contact with Mr. ********* and have worked out a resolution to the matter that is satisfactory to both parties as Mr. ********* was actually considering an upgrade to a level of hosting where he will have more control over certain features. We've completed the provisioning of the new service and have scheduled a few more contacts with Mr. ********* to ensure that this process goes smoothly for him and his clients.

We are in direct communication with Mr. ********* and have provided him with a method to get back in touch with us if any issues arise during this upgrade, so if we can be of any additional assistance we ask that he please use that contact to alert our management.

Business Response: Good Evening,

First and foremost we'd like to offer our apologies for the trouble reported in this complaint. To provide more information, here at HostGator we do routinely update our firewalls to ensure that our customers are protected against malicious activity. Unfortunately in these two cases, following our firewall update, we did find that some of our settings had been knocked out which caused issue with outbound e-mail.

Following the two updates we did make sure to restore access to the outbound ports necessary for Mr. *********'s e-mails, and have taken steps to ensure that these updates are more carefully reviewed and tested following the changes.

At this time we have been in direct contact with Mr. ********* and have worked out a resolution to the matter that is satisfactory to both parties as Mr. ********* was actually considering an upgrade to a level of hosting where he will have more control over certain features. We've completed the provisioning of the new service and have scheduled a few more contacts with Mr. ********* to ensure that this process goes smoothly for him and his clients.

We are in direct communication with Mr. ********* and have provided him with a method to get back in touch with us if any issues arise during this upgrade, so if we can be of any additional assistance we ask that he please use that contact to alert our management.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



 

1/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Several years ago, I investigated Hostgator and attempted to register a domain and begin a website; however, after going through all the steps, my domain was never registered and I ended up having a friend complete the task through *******. My card was never charged. One year later, I realized a new charge on my credit card from Hostgator. I disputed the charge through my credit card company and it was reversed with an explanation that I would not be charged again. Now I am receiving "failure to pay" invoice e-mails from Hostgator due to a cancelled card. I have communicated to Hostgator on multiple occasions that I do not have an account with them and have requested they remove my information. My current account is through ********. Hostgator refuses to remove my information stating I must sign into my account online and request it through my account. If I do not have an account, just how am I to do that? I have asked them several times and now I am no longer receiving anything from Hostgator except regular e-mails stating I need to pay my invoice. I have even indicated I would be looking to resolve through our company attorney if they are unwilling to cooperate to which I received no response other than another invoice.

Desired Settlement: I want ALL of my information removed from their system and I want no further contact from Hostgator. If they continue to harass us, I will be seeking remuneration.

Business Response: Good Afternoon,

We certainly appreciate a chance to review this report and have since taken time to review the events for a better understanding of the situation. First and foremost we understand that there was an impression that Ms. ******* no longer had an account with us, however after reviewing all e-mails relating to the account, we have not found any communication relating to a charge back from the credit card company or any indication on our end stating that the account had been closed.

We did receive a fax at the end of November 2015 requesting that the account be closed at which point we followed up with Ms. ******* requesting that she please submit this request via our cancellation form ( **************************** ) as outlined in our terms of service. Following this response, Ms. ******* replied back under the impression that she did not have an account with us, so could therefore not submit the request. We then replied stating that the account was never canceled and was still active, so if there was an issue accessing the cancellation form, a password reset could be used to retrieve the password. We did not hear back after this response until the BBB complaint was filed last week.

As the main intention of the cancellation form is to ensure that we have the request to terminate the data in writing, we have decided to allow the previous communication via e-mail and facsimile as sufficient documentation on the request to cancel. As such, the hosting package has now been fully canceled, and both the unpaid invoices and credit card on file have been removed.

We have also followed up directly with Ms. ******* on this information so if we can be of further assistance, we ask that she please use that communication to reach back out to our management.

1/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A few months back I subscribed to Host Gator's web hosting service. I never really did anything with it and so I wanted to cancel the service. I went to the website and there was no way to cancel the service or remove my credit card information so I contacted their Chat support. The chat support initially said that they could not help me and offered no alternative. I finally convinced them that I had followed the instructions and that they do not work. The associate deleted my credit card so that it no longer appeared. The next day I received an email invoice. I think that this is intentionally more difficult than it needs to be and I fully expect them to try to collect on my now cancelled account. I am filing this claim so that I have proof that I did in fact cancel this service.

Desired Settlement: I would like to feel sure that my account has been cancelled and that I will not see charges on my credit card from this company in the future.

Business Response: Good Afternoon,

We appreciate the chance to address this concern and we were sorry to hear that Ms. M******* had trouble canceling her service with us. We certainly do not want to make this process difficult as we do include information on how to cancel in both our terms of service ( http://hostgator.com/tos ) and a guide on canceling is available through our knowledge base ( http://support.hostgator.com/articles/pre-sales-policies/billing-account-changes/how-do-i-cancel-my-account ).

To summarize the process, we ask that our customers submit cancellation requests via our form available at https://hostgator.com/cancel so we have written documentation of their request. We did find that Ms. M******* had spoken with a member of our staff but unfortunately the conversation seemed more about removing the credit card on file instead of making sure the package was canceled. We have since reached out to Ms. M******* directly and have received her confirmation in writing and can confirm that the hosting package has been fully canceled and the unpaid invoice has been removed.

There will be no further invoices on this account but if we can be of any further assistance we have established a direct line of communication with Ms. M******* and ask that she please lets us know if we can offer any additional help.

1/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: All my websites had been shut down without a single notice. I contacted them via live chat yesterday and generated support ticket. But I didn't get any response back from them so I contacted them again via live chat. It took over 1 hour of waiting to start the chat session. Chat agent said he forward my support ticket to right department but still no one get back to me. If you ask them how long it will take to fix the problem or someone get back to me, they said they don't have any time frame.

Desired Settlement: Shutting down the website without a notice and then unwillingness to resolve the issue is not acceptable. They need to explain in detail why did they shutdown my websites and when they are going to fix the issue. If they can't fix it in 24 hours then I would like to get my money back.

Business Response: Good Morning,

To begin we'd like to offer our apologies for the recent temporary suspension. While we of course never like to suspend our customer's sites, when shared hosting is in use, we do have a responsibility to ensure that the server remains online and functional for all customers hosted on that server. In this case, the account in question had exceeded our CPU usage limits which can cause issues for all other customers on the server and if the account is allowed to remain active, can potentially lead to the server going down as well as data loss.

The CPU limit in question is outlined in our terms of service which is agreed to when signing up for an account, however in this case, unfortunately we have found that our automated system did not automatically send a notice informing our customer that the account was temporarily suspended. This was entirely unintentional and we have since corrected the issue to ensure that notifications are sent when CPU limits are hit. Following the contact to our staff, the account had been reactivated with all restrictions removed, however as the account continued to exceed these limits, unfortunately we have had to reinstate these restrictions until the site is either optimized or moved to a dedicated server where resources are not shared with other customers.

If we can be of any further assistance with this issue or if we can ever help escalate any urgent matters, our management can be reached at ********@hostgator.com.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

When my website was down first time without any notice, it took them more than 4 days to get back to me with a proper answer. That was because I filed complaint with BBB.

No I am in process of cancelling my service. I don't want to close this complaint until I get my refund.

Regards,

** ********


 

Business Response: Good Afternoon,

At this time we have addressed the original issue of the temporary suspension not sending the usual notification and have ensured that this should not occur again. That said, unfortunately *** ******** has decided to cancel his services regardless. As he has requested, as of 5 days ago, we have fully canceled all services with us and provided a refund on the unused time.

If there are any additional concerns we can address, we've also reached out to *** ******** directly to ensure that he has a line of communication back to our management.

1/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I got set up with Hostgator last January 2015 for a domain called thankful2015.com . In March I cancelled the domain. Every since then I get emails from the company stating what my bill is. I did take out my credit card information. The problems is that they keep sending me this bill and I have to call every month o clear this up. Still this has not been cleared up. Today I am on hold for 25 minutes and still no answer. I reviewed my statements in their system and saw that they are showing that I owe them $176 for the past 9 months. Soon I am sure they will be sending this into collection and I want to stop this madness right here and now. It crazy that every month I call in I am told it will be handle, they can see in their system that I have cancelled in march. Yet I am still getting their request to pay them. Please ask them to correct and STOP EMAILING ME A STATEMENT AND TAKE OFF THE $176 THAT SHOWS UP IN THE BACK OFFICE. I DO NOT OWE THAT MONEY.

Desired Settlement: I want them to stop billing me and contracting me forever and take off the amount showing as owed. thank you

Business Response: Good Afternoon,

We appreciate the chance to respond to these concerns and first and foremost wanted to point out that we do not actually report unpaid invoices to creditors or collection agencies. We've since had time to review the events reported in this complaint and have also reached out to Ms. *** to go over the details of our findings.

In regards to the report that the account had been canceled in March of 2015, we have found that we did receive a request to cancel the account in April of 2015, however as per our policy, our agent replied back to the request requesting that Ms. *** reply to the ticket so we had her confirmation in writing.

While we see that Ms. *** rated this response and left a comment, unfortunately leaving comments on the quality of the response does not re-oepn the ticket so our staff did not have a chance to see this confirmation. Regardless, at this time we did receive a new request and have fully canceled all services. We've also removed all unpaid invoices and once again, we do not report to creditors or collection agencies so this should be last Ms. *** hears of those invoices.

If we can be of any further assistance with this account, we have followed up with Ms. *** to go over this information and to give her a direct line of communication back to our management.

1/15/2016 Billing/Collection Issues
1/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased webhosting from Hostgator and was horrified to find out the name of the server provided was "BIMBO". I complained to a support agent at Hostgator that this word is offensive, and that I did not want my websites hosted on a server with an offensive name. I purchased reseller hosting and this server name would be visible to all of our clients. For reference, here is the definition of the word "bimbo": an attractive but empty-headed young woman, especially one perceived as a ******* *** ******. This name is offensive. When I requested that the server name be changed, or that my websites be moved to a different server, the Hostgator support representative (who was a woman) told me that "bimbo" is not an offensive word and that Hostgator would not change the name or move me to a different server.

Desired Settlement: Please change the name of webserver bimbo.websitewelcome.com to something not offensive. Please also make sure to not use offensive language in the naming of Hostgator products.

Business Response: Greetings,

Thank you for bringing this situation to my attention.  While it’s unfortunate to see the misunderstanding that’s taken place I’m happy to explain the naming of the servers as well as offer you hosting on another server which I see was offer in ticket ************.  Though the reseller account seems to be cancelled already, I do see you still have a shared account.  If we can work through this I’d be happy to allocate the reseller account for you free of charge for a few months on a different server.

As for clarity on the naming of the server, as was explained by our Customer Service Manager Michael, our reseller servers are named after cars as has been the case since we started selling reseller hosting many years ago.  In this particular case, the server your new reseller account was allocated to has a hostname that is named after the ‘1956 Bimbo ******* V12 Racer.’  We do apologize for the confusion and what’s a clear misunderstanding, but I can assure you the naming does refer to the car which follows the naming scheme on all our reseller servers.

The other thing worth noting is that there are hundreds of users on that server, and while I understand your concern with the naming, we did offer you a courtesy migration to another server and have not had a single other complaint about the server’s hostname.  The other problem with updating the name of this server as you’ve requested, is that by doing so it would potentially affect a large number of users already on the server using that hostname in urls or paths coded into their sites.  As a result of that technical hangup, there is simply no way for us to make such a change after accounts are being allocated.

If you’d like to give us another chance, please let me know. I’ve assigned ************ to myself and look forward to hopefully getting you a reseller account on another more suitable server.

Best Regards,
Joshua M*****

1/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I started having issues with my website on November 6th and they have persisted up until now. Wait time for tech support over chat has been up to an hour and a half with delayed responses of up to ten minutes. Over the phone, I have waited up to an hour and a half as well. Additionally, email responses for open tickets have had little response of up to 6 days. The customer service is terrible and I've had to switch services entirely. I'd like a full refund.

Desired Settlement: Refund

Business Response: Good Afternoon,

We were sorry to hear ******** was having issues with her services and have taken time to review the account in more detail. We'd also like to apologize for the delays as we have had a very high increase in support requests due to the holidays. Our management is very aware of the delays and have taken serious steps to reduce response times on tickets and have also been running back to back training classes to bring more agents to our front line support departments.

In regards to the issues on the account, we have found that unfortunately one of the sites ******** was hosting seems to have been compromised and was hosting malware and sending out spam known as phishing attempts. Although ******** did work with us to get this content removed, this malicious type of e-mail triggered out mail filters to become more strict with what was being sent from the account. We have since whitelisted the account since the malware was resolved and have not seen any additional issues reported due to our mail filters.

That said, ******** did experience another issue with sending e-mail to ***** addresses in which ***** decides to temporarily delay e-mail if too many messages are being sent from one particular server. These are only temporary rejections and will automatically drop off, however we are working directly with ***** to help prevent such temporary restrictions from occurring in the first place.

In the complaint we understand that ******** had originally requested a refund stating that the service was no longer in use, however we are seeing that e-mail is still in use so we have reached out to ******** directly to offer a direct line of communication in case of further trouble, or assistance with cancellation if preferred.

1/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hostgator continues to allow spammers on their servers that are using the same email server as us. Due to the amount of spam that has been sent correlating to the email server, the email server has been added to several Blacklist database services that are widely used to minimize recipient spam for end users. We are receiving multiple bounced emails on a daily basis that are returned, because they were sent from a known email server (Hostgator) related to spamming. (e.g. they are on a blacklist database). I opened a support ticket with Hostgator on August 5, 2015. Ticket #************. I have called Hostgator support numerous times. I have provided all information including raw source code of the bounced emails that include information for action for the email server administration to take appropriate action to have their email service removed from the black lists. I have provided screen shots clearly showing their servers listed on the black lists. I have provided direct links to the individual services that control the blacklist to the exact web url to start the process of having the hostgator email servers removed from the black lists. Our bounced emails are not only small email providers but also large email providers such as *****, *****, *******, ********** (i.e.. **** ******) and ***! Even with several phone calls and over 20 additional updates provided by me to them to get this matter resolved, it is still open and unresolved and the number of bounced emails continues to increase on a daily basis.

Desired Settlement: The business has the responsibility to resolve the issue, which is to have their email server delisted from each of the reported blacklist database services. They have the responsibility to maintain that the email service that is included in the services that we pay for work as they should. They have the responsibility to monitor the accounts on their services to comply with their terms of service which includes that the account holder does not send unsolicited emails (SPAM) through their service. This is the key issue as to why they continue to get placed on the black lists to begin with. They changed their email setups to allow unlimited emails to be sent by default! (Previously it was limited across the board to 500 emails per hour)

Business Response:

Good Evening,

We appreciate the chance to review these concerns and are sorry to hear that Mr. ******** has had issues with his e-mail delivery. That said, we must clarify that we in no do not allow spammers on our servers. In addition to our zero-tolerance mail policy ( http://www.hostgator.com/mailpolicy ), we have strict policy for verifying new orders to help prevent any malicious individuals from purchasing accounts with our company.

That said, in rare cases these individuals will find ways to bypass our systems of checks or in other cases, legitimate customer's will not take the security of their account as seriously as is necessary which results in their accounts becoming compromised and used to send spam.

In cases where this occurs, we have a mail filtering system which is used to check outgoing mail against known spam definitions to catch these messages before they leave the server. The problem here is that spammers are constantly monitoring which of their e-mails get delivered and know to adjust their messages to bypass filtering systems. If any spam does get around our filters, as soon as we see any evidence of spam coming from our servers, those customer's accounts are immediately deactivated.

In regards to the specific reports from Mr. ********, we have taken action to request removal from the blacklists reported either upon or earlier to each of his reports, however we must clarify that blacklisting is not an issue that will ever be permanently resolved. As spammers will always find ways around known filtering options or by compromising accounts, there is no way to ensure that these types of messages will cease fully when on shared or reseller hosting where the mail servers are shared with all other customers.

As such, we are constantly working on improving our spam filtering by recently increasing it's sensitivity and also checking against known spam lists to increase the data we're working with, however If blacklisting cannot be risked, customers can also purchase a *** or dedicated server where they will be the only individual sending mail from their IP address.

At this time we have escalated the related ticket to ensure that de-listing has been requested and we've also reached out to Mr. ******** to provide a direct line of communication to request escalations if further issues occur. If we can be of any additional assistance escalating these matters, we ask that he please replies back to that communication or contacts our management directly at feedback@hostgator.com and we'll be happy to help.

1/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have recently switched accounts within HostGator after my website was hacked. ********, a company that HostGator partners with, recommended security measures that required settings to be adjusted. Generally, ******** can do it but due to the type of service I signed up for with HostGator, it was HostGator that had to make changes. Those changes were made on 12/11. Since then, my site has gone down causing lost business on a daily basis. I was first told that it might take 8 hours to work (this was on 12/12) and then I asked for the support ticket to be escalated on 12/13. I have received no response from HostGator and my site is still completely down.

Desired Settlement: I have spent hours (average wait time is 20 minutes when I try to chat with someone) trying to get this fixed. I saw that I can ask for a 1 month refund (~$10) if their guaranteed up-time goes below 99.99% which by definition has been at 0% for 5 days. $10 does nothing to compensate for lost time and lost income.

Business Response: Good Afternoon,

To begin, we'd like to apologize for the trouble with Mr. ******** site. After investigation we have found that while pointing his site to ********'s service, unfortunately the change made was not done correctly. We have located the agent who made this error and have followed up with their supervisor to ensure this does not happen moving forward.

As of the date of this complaint the issue was corrected and we have now followed up with Mr. ****** to confirm there are no further issues and to also provide compensation for the downtime as per our uptime guarantee. Additionally, we've setup a direct line of communication back to our management in case we can ever help escalate urgent matters for Mr. ******.

If there are any future urgent issues we can assist with, we ask that Mr. ****** please uses this contact to get back in touch with us or contacts our management directly at feedback@hostgator.com and we'll be glad to help.

12/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was a long-time customer of Host Gator with numerous accounts. Two years ago, they dramatically raised my rates, and I canceled all my accounts, both via phone request and their preferred online forms. Since then, the company has continued to bill my credit cards with no advanced notice. Getting these charges removed last year took hours of working with mostly foreign customer service agents who were reluctant to even talk until I verified my account information. That was most difficult as I was no longer a customer. Recently, I was hit with another bill $143.40. It took numerous chats to even identify the account that was billed. Now, weeks after requesting that the incorrect charge be removed, they're just now asking for a pin number, again for an account that hasn't been live for over 2 years now....there is no pin number. I haven't used their services in over 2 years, and I'm sick of having to spend hours fighting them annually for a service I refuse to ever use again. Due to lack of timely response, I have opened a fraud investigation with my Credit Card company. I demand that this matter be promptly responded to by HostGator, and that the invalid charges be returned to my Credit Card at once. Billing for services you never provided to a customer who hasn't actually been a customer for over 2 years is unacceptable business practice for any company, period. Given the similar complaints against HostGator that are easily found online, it's laughable that you have them A+ rated.

Desired Settlement: Immediate refund of fradulent billing. I should sue them for the time required to undo these charges each year.....

Business Response: Good Afternoon,

We are sorry to hear Mr. ******** has had a frustrating time canceling his accounts, however after review of our records, we have not found all information in this complaint to be accurate. To provide background information, Mr. ******** had 3 separate hosting accounts all opened under separate e-mail addresses which were not linked. As per our terms of service, our customers agree to submit a cancellation request through our request form ( https://hostgator.com/cancel ) for each account opened.

We have found no communications from Mr. ******** that mention canceling additional accounts, nor did we receive a request to search for additional accounts using his contact information. We have spoken with Mr. ******** over the phone to request more information on this claim, but unfortunately he was unwilling to provide any evidence to support these reports. Additionally, the price increase reported was due to the fact that we provide an initial discount on new packages which will then renew at the full price once the initial billing cycle has ended. This information is available upon checkout and also within our terms of service.

At this time we have fully canceled all hosting accounts associated with Mr. ******** and have confirmed with him over the phone that no accounts were opened using alternative contact information. We have also refunded the most recent payment in full as the account was being canceled, however this was not a fraudulent charge as the account had not been requested to be canceled before the payment was processed.

If we can be of any further assistance with this matter, we have provided Mr. ******** contact to get back in touch with our management directly.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

HostGator has an ideal system: to cancel, you have to do so via their forms, which are absolutely not traceable by any means.  When you go back and request transcripts of chats or proof of any action, they're mysteriously not there.  It's a perfect storm of abuse for the customer.  Their customer service is absolutely 100% inaccurate and deceptive when it claims there's misinformation in my complaint.  They are 100% at fault for having charged me for an account that was properly cancelled over 2 years ago.  Had they not refunded my money (an obvious admission of guilt) after the many hours I've spent trying to get this mess un-done, I would have sued.


This is shady business practice at it's finest.  HostGator should be ashamed of themselves for these actions.  Finally, the BBB should absolutely be aware that rating a business as poorly run as HostGator as an A+ operation is beyond wrong.  Just google "HostGator Sucks" or something similar.  There are literally THOUSANDS of unhappy customers. 

Regards,

Ben ********
 

Business Response: Greetings,

Unfortunately Mr. ******** has rejected the complaint but again has provided no evidence to support his claims and again has provided inaccurate information. Our cancellation forms do generate a traceable ticket which is the entire purpose of the forms - to create a ticket for our staff to have on record. Contrary to Mr. ********'s claim, these tickets are also available for the customer to review within their billing account.

Additionally, with every live chat we provide our customers with a chance to receive a copy of the transcript. We have reviewed all live chats and e-mails relating to this account and found no evidence to support his claims, which is why we have inquired for him to furnish any evidence to support his reports. Again, he has rejected this response and has still been unable to support his reports.

When customers request cancellation following a recent payment we do return the funds to the customer as we do not have contracts so we also reject his implication that our refund assumes responsibility for Mr. ********'s failure to cancel all of his accounts previously.

At this time the complaint has been resolved as the desired settlement has been provided.

12/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Due to severe problems with our Hostgator services twice this calendar year, I am writing to request a refund of $225 for our hosting service, $1,000 for staff time, and $1,000 for consulting fees. As a small nonprofit, our web presence is critical to our operations, and as a direct result of Hostgator’s service and insufficient customer service, we have been severely jeopardized in our ability to carry out this mission. The ********* ******* ********** has been a client of HostGator’s since 2012, when we acquired our domain name *********** through **** (using HostGator as a reseller) and began using Hostgator as a hosting service. We pay for this service on an ongoing basis. In January of 2015, our website mysteriously went down. Despite numerous submitted tickets and calls to Hostgator’s customer service, we never received a response other then “We’re looking into the problem.” Meanwhile, we had no access to our website. After two days of no response from Hostgator and no apparent progress towards identifying the issue, we decided to switch hosting providers. An estimated $300 of staff time and $300 of consultant time was spent addressing the issue that Hostgator failed to resolve. Then, in October of 2015, our website went down again— this time with our email servers. We discovered that it was because Hostgator had finally canceled our hosting service. Even though we had already moved to a new hosting service, Hostgator had failed to correctly process that transition. Instead of pointing our DNS to the new hosting service, the company continued to use its nameservers as an intermediary. Thus, when the nameservers were dropped in October 2015, there was nothing pointing our DNS to the new hosting site. Furthermore, instead of just dropping the nameservers when we cancelled our hosting service, Hostgator also removed the DNS in its entirety— according to our consultants, that decision is an entirely unacceptable one. To solve the issue, we merely needed the DNS pointed towards the new I.P. address; however, despite 14 hours of work, with over 7 hours spent either on hold or on the phone with customer service, multiple requests to speak to either a supervisor or a tech specialist, and several failed attempts, Hostgator failed to address the problem. Several times the customer service agent promised to send an email (presumably as a way to get us, their client, off the phone to maintain quotas and call-time minimums), the email failed to be sent. It was only after a 5th call to customer service that the issue was resolved; I had to direct the customer service agent to the appropriate solution, even though the prior agent promised me that the issue would be resolved in the next couple of hours. Even after resolving the website issue, we continued to have problems with our email server. Hostgator offered no support on this issue. I finally was able to speak to a customer service supervisor, who informed me that even though Hostgator was aware their customer service was inadequate, they “had no timeline to improve the situation” and “didn’t know how many customer service agents were currently employed by hostgator.” Resolving these problems cost an estimated $700 (14 hours @ 50 dollars per hour) of staff time and $700 (7 hours @ 100 dollars per hour) of consultant time. Furthermore, the consultants declared Hostgators response to be unacceptable, and the issues to be worse than any they had ever seen from a hosting company. As a result, we are asking for a full refund of the money we spent on Hostgator’s hosting fees (a total of $225) and the staff and consultant time (a total of $2000) needed to fix the issues for a total of $2225. Thank you, The ********* ******* **********

Desired Settlement: At a minimum, we're asking for a refund of hosting fees paid by the ******* ********** to Hostgator. We're also seeking an apology for absolutely atrocious customer service. Lastly, we're seeking compensation for the staff time and consulting fees required to fix problems that Hostgator had an obligation to fix, but didn't.

Business Response: Good Evening,

Thanks for the chance to investigate these claims.

We've since had a chance to review the reported contacts to our company and would be glad to discuss these reports in more detail. Before proceeding, we must point out that we attempted to contact Mr. ****** both over the phone and via e-mail and received no response. That said, in regards to the initial contacts to us, we have not found it to be accurate that numerous tickets were placed. There were initially 2 tickets submitted and as they both related to the same inquiry, one was placed on hold to prevent duplicate investigation.

Next, we have found that the report that no information was provided is also inaccurate. Although we did not reply within the 2 days given before Mr. ****** decided to move the site to a new company, we did complete our investigation and found that the site had been compromised due to outdated applications installed by the customer. When signing up for an account, our customers do agree to our terms of service which state that the security of any scripts installed will be the responsibility of the customer to maintain and keep updated.

We are sorry to hear that a party charged $300.00 to facilitate the move to a new hosting provider as this is a service HostGator provides free of charge to our customers moving to us, however we were not contacted to discuss hiring an outside party and will not be responsible for any customer's decision to consult an 3rd party without our involvement.

In regards to the claim that we did not accurately handle the cancellation, we have reviewed our records and see that at no time was HostGator consulted with a request to point the domain to a new provider. To explain further, a domain can be either pointed at the registrar level, or within the hosting package's control panel. We have reviewed our logs and calls and do not see that HostGator received a request to handle this in either method, meaning it was likely done by the original consulting firm paid to handle the transition. As the account was intended to be cancelled eventually, the consulting party should have setup these records on the registrar level rather than within a hosting package that was not going to be used any more.

Since the domain was pointed to the new hosting company from within the hosting package's control panel, when we processed Mr. ******'s request for cancellation, this meant the records setup within the panel were no longer active. When canceling the package, we received no requests from Mr. ****** to see if the site would remain active upon processing the cancellation. Despite what the consulting firm has told Mr. ******, it is the responsibility of the customer, the new hosting provider or the customer's admin staff to determine the site will function prior to submitting a cancellation request. It is not a realistic expectation of this consulting firm to believe it would be HostGator's responsibility to go through each cancellation we process and double check with the customer that they know about all DNS records setup in the control panels.

Finally on the report that follow-up e-mails were not sent on the recent phone calls, we have found that as the calls all related to the same issue, notes were being added to these tickets rather than a new and separate ticket being opened after each related phone call. There was again a duplicate ticket so the two open tickets were consolidated down to one which did receive a response.

While we are sorry to hear Mr. ****** spent such a large amount of funds for 3rd party assistance with this situation, we were not consulted as to the costs or party being hired, and as such, HostGator will not be liable for any payments made to outside companies. Regardless of whether or not we were consulted about hiring outside parties, this situation was not caused by HostGator as again we did not make the decision to setup the DNS record inside the hosting panel and it is the responsibility of the customer to ensure their site will work with the new host before requesting cancellation of their HostGator account.

If Mr. ****** would like to discuss any of these findings further we ask that he please follow up on the contact previously sent and we'll be glad to continue our conversation.

12/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my hosting services months ago and I have done this twice because they were still billing me for this service, even a month ago, and now again. So I called to ********** the number they provided me for any issues and everytime I call a customer service rep picks up the phone and after I explain over and over again, I get to be put on hold for ever and no one ever answers the phone on the billing department. I tried to use the live chat service but when choosing the option they provide regarding the issue or cancelation then they won't allow to use the chat service at all. They said I did never cancel and I do remember sending them the email they asked me to send stating my cancelation. I did saw but I deleted old email months ago and with those also deleted my cancelation email. Hostgator say that they don't have any records of my cancelation of course and since I don't have the copy of the email I sent to them they are starting to Bill me for it now again after months of not having a single bill from them or using any services from them. Their customer service are based on India so go figure who does who. Obviously they are not very transparent with me in this particular case. While having my services with Hostgator I had a great experience, but after cancelation not so good.

Desired Settlement: I want them to stop billing me for a service I have already cancelled long time ago, on which they weren't even billing me at all after for a very long time after of said cancelation but uno il now.

Business Response: Good Afternoon,

First and foremost we'd like to apologize for any trouble Mr. ****** had while attempting to contact us, however we must be clear that we did not actively prevent him from using our live chat service. We'll certainly spend time to attempt and replicate the report provided, however we handle thousands of live chats each day which would indicate that any potential issues are not very widespread.

Next, we understand that Mr. ****** states he requested cancellation via e-mail but has since deleted that e-mail. Regardless of whether or not this message was deleted on his end, our ticket system will permanently log any e-mails we receive and we have no record of any contacts from the e-mail address provided. Also, we do not actually process cancellation requests via e-mail as it is stated in our terms of service that customers agree to submit these cancellation requests through our form here : https://hostgator.com/cancel

We've also attempted to review the report that phone calls were not answered however from the phone number provided, we have not found any evidence of unanswered calls. Also, Mr. ****** seems to be under the impression that our customer service is based in India which is also not the case.

Finally, although our terms of service does state that we will continue to invoice the account until a cancellation request is submitted through our request form, once those requests are received we do not demand payment of unpaid invoices as those will be deleted upon cancellation. Similarly we do not report any unpaid invoices to creditors.

At this time Mr. ******'s account has been fully canceled and we have removed all unpaid invoices. If we can be of any further assistance we ask that Mr. ****** please contact our management at feedback@hostgator.com and we'll be glad to help.

12/16/2015 Problems with Product/Service
12/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been HostGator customer since July 4, 2012 and have month-to-month plan for webhosting services for my domain or website. HostGator was duly paid monthly fees for webhosting services since that time with no due charges or fees. However, on November 4, 2014, when I tried to make online payment via HostGator's customer portal for monthly webhosting services, I was unable to login to my account. I contacted and notified HostGator about this problem and I was still unable to login to my customer portal account despite informing HostGator and pass reset feature sent by them that failed to allow me to access my account for payment or any other account activities. Shortly, thereafter, HostGator put my website offline with no follow up, notices or communications about such action, and denial of access to customer portal by HostGator despite being informed of such issue(s). Then, on September 28, 2015 and October 29, 2015, HostGator after long time sends out billing notices and finally I am able to login to customer portal account (10-31-15) after password reset feature that mysteriously worked well after near one year after HostGator was informed of denial of access to customer portal account. However, when I accessed my account, HostGator has placed monthly fees since November, 2014 up to this month despite not having my website online for internet or public access or world wide web (www) and not informing customer about such charges that are not legitimate. HostGator's business practices of denial of access to customer portal account, lack of customer's consent to take website offline, and lack of any notices or communications regarding any billing charges or access to account on or after November 4, 2014 are deceptive and dishonest.

Desired Settlement: Waiver of accrued monthly billing fees for webhosting services not rendered by HostGator for time period that my website was offline and not online.

Business Response: Good Evening,

We've now had a chance to review these concerns but unfortunately there is some incomplete information that we must address. In regards to the order of events, we see that ****** informed us of the trouble logging into the account, at which point we made sure a password reset was being attempted. Once we were informed that this was not working for ******, we resent the original welcome e-mail that includes the billing password.

After this password was also reported not to work, we updated the e-mail address on file to make sure it was all lower-case to check if this was somehow conflicting with the password reset option. After asking ****** if they could please try the reset again after this change, we did not hear back from ****** on whether or not the issue had continued until 10 days ago.

In regards to the notices on suspension, we sent notices informing that the account would be suspended for non-payment three times. The first notice was sent on the due date of the invoice. The next notice was sent 5 days after the due date, then one final notice was sent 9 days after the due date stating we would be suspending the account the following day. If these were not received we are sorry to hear that, however we have determined they were sent from our end.

Moving on to the concern that charges on the account continued, as stated in our terms of service, we will continue to invoice an account until cancellation is requested. We informed ****** of this information a week prior to this BBB complaint but have still not received a cancellation request submitted through this form : https://hostgator.com/cancel

Once we have a cancellation request, we will remove all unpaid invoices and cancel the service. We must also point out that we do not report to creditors so there is no need for concern on the unpaid invoices. If there is any trouble submitting the form, ****** is welcome to contact our management at feedback@hostgator.com and we will be glad to assist once we have the cancellation request directly in writing from the e-mail address associated with the account.

Business Response: Greetings,

We appreciate ****** acknowledging that all unpaid invoices have been removed as well as the request to renew business with us, however the account was terminated following non-pay status for one year. We must also point out that ****** has made no effort to clearly state that there was a desire to continue hosting with us until the most recent rejection after we confirmed the account was canceled. Due to the attempts to inaccurately characterize our company and the situation, and due to ******'s failure to acknowledge agreement to our terms of service in regards to continued invoicing, we will not be reactivating the account.

We wish ****** the best of luck with his next host and if he'd like to contact me directly with any follow up questions, I can be contacted via feedback@hostgator.com attention Jonathan H.

Jonathan H.
Customer Service Supervisor

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

This letter responds to HostGator's 12-6-15 reply submitted by Jonathan H.

Customer, ****** ****, provides brief timeline of events regarding HostGator account to contend that continuing webhosting services has been sought and was sought before and during filing of customer service complaint with BBB.
The timeline is as follows:

On September 28, 2015, HostGator sends billing invoice (for month of October, 2015) to same e-mail address on file
with HostGator since sign up of shared Baby plan account on July 4, 2012.

On October 29, 2015, HostGator sends billing invoive (for month of November, 2015) to same e-mail address on file
with HostGator since sign up of shared Baby plan account on July 4, 2012.

On October 31, 2015, I tried to login to customer portal via "created, old" password used for login attempts in
November, 2014. I required password reset feature to be activated and established new password that worked on
first attempt on October 31, 2015.

After login to customer's account via new password, I noticed billing charges on account that were unknown to me
and submit billing inquiry ticket *** ******** that was created on October 31, 2015 @ ~1:22 am.
Under HostGator's TOS, customer has ninety (90) days to question invoice or billing charge(s). Whether one
considers September 28, 2015 or October 29, 2015 billing invoice, customer submitted timely invoice dispute to
HostGator via *** ********.

On November 10, 2015, Hayley F. as billing administrator follows up on ticket *** ******** stating customer may
cancel account by submitting written request to HostGator. I am not sure if Hayley F. and Jonathan H. work at the
same location or department for HostGator, but I did inform HostGator of invoicing and webhosting issues.

On November 12, 2015, I submitted reply (sent via 39769795@tickets.hostgator.com) informing HostGator that "full
webhosting fees shall be paid for online (or public access or WWW) feature of website, but not for periods of
being offline." Customer has been willing to pay monthly fees for complete webhosting services.

On November 17, 2015, I submitted BBB complaint regarding billing/customer service issues that will not be
reiterated herein.

On November 28, 2015, HostGator submits billing invoice (for month of December, 2015) during pendency of BBB
proceedings.

The above sequence of events indicate or imply that HostGator has sent billing invoices to me for monthly fees to
continue webhosting services under shared Baby plan. I am sure HostGator would have been content if billing
charges were cleared by me without any objections or questions. Moreover, as I stated before, I have never
requested cancellation of my account or webhosting services at any time since opening of account on July 4, 2012
including months of November, 2014, September, 2015, October, 2015, and November, 2015 that would requires (per
TOS) confirmation by two-step process on part of both customer and HostGator.

Hence, by the conduct of HostGator and customer, there is and would be continuing agreement for monthly webhosting services for customer's website.

Sincerely,
****** A.
 

12/9/2015 Problems with Product/Service
12/6/2015 Advertising/Sales Issues
12/1/2015 Problems with Product/Service
12/1/2015 Problems with Product/Service
11/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They have suspended my domain name, that is not up for renewal until Jan 2016. The only reason they cancelled this was the fact that I changed hosting companies. When I contacted support concerning this matter, he tried to tell me the site was live, that the issue was my local connection or with my current host, until I sent him a copy of the email that stated my domain had been suspended

Desired Settlement: I want the suspension lifted from the domain I purchased and the transfer to another register completed so I never have to deal with them again.

Business Response: Good Morning,

Thank you for bringing this situation to our attention.  I'm sorry to see the headaches you've been through as you try and transfer this domain, but it's definitely no issue to ensure things go smoothly here forward you.  While you’ve regrettably overlooked providing us any information to really look into this matter with, I did some digging and eventually found a chat from your IP address which somewhat explained what was going on.

From what I found in that chat it appears the domain ********************* was suspended after you updated whois information on the domain, I assume in preparation to migrate the domain name to another registrar.  Please understand that while you paint the story that we did this with some sort of malice, that’s absolutely not the case.  The suspension resulted from the RAA verification after the whois change.  When you make that update a verification email is sent which you’re required to respond to, which prevents domain names from being stolen via change of whois ownership.  Once that’s done the domain un-suspends and resumes normal function.

Looking into the suspension I see that took place around 3AM CST on Nov 9th.  The verification was addressed then at some point within a few hours, and the domain unsuspended at 2PM CST.  I understand your frustration with the support agent, but at the same time it’s unfortunate to see you file a compliant immediately without even giving us a chance to look into the matter.  I can assure you had you reached out to my team via the provided feedback email address on the BBB site this would have been resolved immediately.

Please let me know if you’ve continued to have any issues, but it does appear the domain is ready for transfer given it’s no longer suspended.  If you’d like any assistance with the transfer as that takes place please let us know directly at feedback@hostgator.com and we’ll be happy to help!

Best Regards,
Joshua M*****
Director of Customer Engagement

11/20/2015 Billing/Collection Issues
11/15/2015 Billing/Collection Issues
11/13/2015 Guarantee/Warranty Issues
11/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was billed for 2 products that I did not purchase. I received 2 emails stating that I made purchases of domain names. I did not authorize or even recognize any such purchases. I immediately contacted support. They said that the products were purchased on my account and that they could not reverse the charges. They said my account may have been breached due to having a weak password and that they are not responsible for these whether I had indeed purchased them or not. Again, I did not make these purchases. I have been a customer of theirs since January 2006. They require me to keep a credit card on file in order to pay for a hosting subscription I currently have with them. I do not have the option to remove that card and pay as I go. Perhaps this is how these unauthorized charges were made using my credit card. I do not think that just because the purchases were made on my account that they have no responsibility in the matter. How can one know if someone within their company used my account without authorization. All I know is that I did not make the purchases and they are not willing to refund me.

Desired Settlement: Refund.

Business Response: Good Evening,

We were very sorry to hear of Mr. *****'s account getting compromised and would be glad to discuss this situation in more detail. To begin, we see that in the complaint it is stated that we do not allow customers to remove their credit card on file, which is actually not the case and steps on how to remove a card are available here : http://support.hostgator.com/articles/pre-sales-policies/billing-account-changes/billing-system/billing-portal-manage-credit-cards

Although we have found that whoever made these purchases using Mr. *****'s account did have both his e-mail address and billing password, we understand that he has emphatically denied having any involvement with the purchases. We did inform Mr. ***** that we would be glad to reconsider our decision on this situation but regrettably the BBB complaint was filed before our management had a chance to get back in touch. Regardless, as we agreed the domain names registered did not seem to relate to his account, we have provided a full refund of the charges back to the card used.

We would urge Mr. ***** to immediately update all passwords used for all services and also scan any devices for malware/viruses to help ensure this situation does not occur with any other service providers used. If we can help with any recommendations on these suggestions or if Mr. ***** has any other questions on his account, we ask that he please contact our management at feedback@hostgator.com and we'll be glad to assist in any way we can.

11/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a few domains and web hosting on 10/10/15. There was what I thought a 2 week cancellation policy. I purchased several addon services as well. On 10/21/15, I happen to randomly do an internet search on my address and found that my name and website info come up when searching for my address. I did not activate my domains and I was quite shocked that all my personal info was out there. I logged on and immediately saw that I could make my website private and tried to update but there were technical issues. The chat rep couldn't help me. He said there was nothing he could do on his end. I asked him to cancel the hosting on the site and he did but that wont remove my info Since the privacy isn't working I changed all the contact info on my acct to invalid data.

Desired Settlement: I want my account and websites canceled and I want my personal info removed immediately from the internet.

Business Response: Good Afternoon,

We certainly understand customer's concerns on their information but unfortunately there seem to be a few misunderstandings here that we'd be glad to help clarify. First and foremost, during our checkout process, we prompt customers to inform them that if they do not enable domain privacy, that the customer's personal contact information will be publicly available.

Also, domain privacy is selected by default for domain purchases, so a customer will have to specifically deselect this service for their information to be public. In the complaint there is also mention that the domains were not activated, however once a domain is registered, the associated contact information will be immediately available unless domain privacy is purchased.

In regards to the concern that our agent stated there was nothing he could do, our agent did mention to Ms. ***** that if the function wasn't working at that time, that there may be a need to wait 30 minutes to try again, rather than stating that there was no way for the service to be enabled. Unfortunately our agent was not aware that our billing administrators can manually add this service if there is any issue from the customer's account, so we've made sure to address this with our agent and his supervisor.

While we understand Ms. ***** wanted the information to be immediately protected, the reality is that there are databases around the web that cache domain information so even if the privacy protection was immediately enabled at the time of the conversation, it is unlikely that this would have removed all instances of her information from 3rd party sites.

Moving on to the request for a refund of $140.00, we have found that the amount paid was actually $112.35. We've now refunded all services except for the two domains ending in .biz and .me which are unfortunately not eligible for refunds. That said, we did go ahead and provide who.is privacy on all four domains free of charge.

If we can be of any further assistance with this matter we ask that Ms. ***** please contact our management at feedback@hostgator.com and we'll be glad to help in any way we can.

11/9/2015 Billing/Collection Issues
10/31/2015 Problems with Product/Service
10/21/2015 Billing/Collection Issues
10/20/2015 Problems with Product/Service
10/19/2015 Delivery Issues
10/18/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Here is the timeline of events: • I purchase web hosting and a domain from HostGator for $168.35. • The purchase is taken out of my Paypal. • I receive the welcome email that sends me to my account. • Upon logging into my account, I cannot bring up my newly purchased web hosting. • I open a live chat, I explain to him what i'm experiencing, he tells me I need to verify my identity and that the account is placed on a hold. I cannot access anything until I provide a form of Identification by scanning my drivers license and sending it in. I tell him that is absurd that if they wanted something like that, it should have been presented to me BEFORE the money was taken out of my PayPal account. He tells me there is nothing he can do, the account is frozen and I will need to take up this issue with an "Admin". • Going nowhere with Chat, I call in. The rep on the phone tells me she needs my ID or else she cannot unfreeze my account. I explain to her that I want a full refund (as the site advertises if unsatisfied). She says she will start processing my cancellation. • An hour goes by that I am on hold, she comes back on every so often and apologizes, saying she can't get ahold of anyone in customer loyalty. • Finally after an hour and a half on this phone call she transfers me to Ryan he tells me I will receive 2 emails, the first will contain information regarding the cancellation and the 2nd will be a confirmation of my refund. I receive an email from Ryan in their customer loyalty department saying my cancellation is being processed and I will receive a refund in 24-48 hours. The 2nd email does not arrive. • I wake up the next day and the 2nd email still hasn't arrived nor has my paypal been refunded. I call in and he says he will try and get someone on the line that can help me. We are on hold for about 30 mins, he hops in and apologizes for the wait, that he can't get anyone on the line. Finally he says that he says he has confirmed they are indeed refunding the order and that the process takes 24-48 hours and only 24 hours has elapsed so to wait. • I get busy with work and do not check up on the issue until 4 days later. I go to my paypal and there is no refund. Furious, I send HostGator an email in response to the ticket I got from Ryan in the beginning when I requested cancellation. I demand a full refund immediately and tell them it has been 4 days since I was promised a 24-48 hour refund. • HostGator posts a partial refund to my paypal 24 hours after receiving my email (I guess it takes me telling them over and over and over and over to do their jobs to actually get them to do it. My paypal receives a refund for $159.33 (the original charge was for $168.35). • I get on live chat and ask for a supervisor immediately. Ralph the rep gets on and I explain that I only received a partial refund. He then vanishes and doesn't say a thing. 5 minutes goes by. 10 minutes goes by. Furious I ask if he is even there? He finally responds and says he was trying to get a supervisor (why can nobody get ANYBODY at this company, even their own employees can't get ahold of anyone to help them). He says that they didn't refund the domain, just the hosting service, I tell him I asked for EVERYTHING to be cancelled, why would I want any part of anything to do with this company? He tells me that since I cancelled the same day he can process it for me (should've been done the first time I asked for all of this to be cancelled). • Ralph says he has processed a refund for $9.02 and that it will take 5-7 business days to post back to me. I ask for an email confirmation, he says he is sending one to me now, I type a response on how upset I am and how this company feels CRIMINAL and that I want to know who I need to speak to, to address this disaster and I can't submit the message because he has ended the chat. This has been an absolute NIGHTMARE experience. Never have I EVER experienced anything like this. I wanted to call the police! I felt robbed! I WAS robbed, HostGator has taken away time from my life that i'll never get back dealing with their incompetence and terrible business practices.

Desired Settlement: I believe reparations are in order AND I believe there should be a full blown investigation on the business practices this company operates on a daily basis. They are criminals!

Business Response: Good Afternoon,

We were very sorry to hear *** ****** had such a frustrating time with purchasing and canceling his services and have now spent time reviewing the interactions for a better understanding of his concerns.

In regards to the feedback that we should request identifications prior to purchase, we do need the purchase to first be submitted at which point we evaluate orders for higher risks of fraud. Should we allow a system that will automatically prompt for this type of information up front, this is a good way for malicious individuals to test out our many factors to know exactly how to work around the request for further documents to verify purchases.

That said, we do make sure to include information in our terms of service so customers know that these requests may be made following purchase :

http://hostgator.com/tos
==================================================
2. Account Eligibility
B. It is your responsibility to provide accurate, current, and complete information on the registration forms, including an email address that is different from the domain you are signing up under. If there is ever an abuse issue or we need to contact you, we will use the primary email address we have on file. It is your responsibility to ensure that the contact information for your account, including any domain accounts is accurate, correct and complete at all times. HostGator is not responsible for any lapse in the Services, including without limitation, any lapsed domain registrations due to outdated contact information being associated with the domain. If you need to verify or change your contact information, you may utilize the HostGator Billing and Support Portal to update your contact information. Providing false contact information of any kind may result in the termination of your account. In dedicated server purchases or certain other cases, you may be required to provide government issued identification and possibly a scan of the credit card used for verification purposes. Failure to provide the information requested may result in your order being denied.
==================================================

Next, we were sorry to hear about the delay in getting a supervisor or loyalty agent and although we certainly want all of our supervisor or loyalty agent requests to be handled as quickly as possible, we have found that the initial call was at 1:00 AM where our availability in all departments is much lower, meaning these requests may be delayed depending on how many other requests have come in around that time.

From the complaint we also understand there was an impression that the cancellation request would be handled within 24-48 hours, however during the call we did not find that our agent stated such a time line, but instead stated that the refund would be received 24-48 hours after our confirmation of a refund was sent. We apologize it sounds like this was not clear for Mr. Wilson and appreciate his patience while our cancellations team worked through the requests submitted ahead of his.

Moving on to the concern that the domain was not immediately refunded, it is unusual for a HostGator customer to request a refund for a domain in conjunction with completely dropping the domain registration as domain registrations are often prized, and we do not force customers to keep the domains with us. As the domains can be transferred, almost all cases of cancellations such as this, the customer will cancel their hosting package then transfer their domain to a new registrar to ensure they can maintain the registration as opposed to having the domain released and hoping to re-register it elsewhere before someone else.

As such, our cancellation agents are instructed to reply back stating that the hosting packages have been canceled and if the domain registration is not needed, to reply back to let us know. Unfortunately this section was missed in Mr. Wilson's case so we do apologize for the additional delay in fully refunding that purchase and will be addressing this with our agent.

At this time all money paid has now been refunded back to the PayPal account used. If we can be of any further assistance we ask that Mr. Wilson please contacts our management at feedback@hostgator.com and we'll be more than happy to assist further as needed.

10/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a payment due to renew my damain on 10/19/2015. my payment method is set on auto renew off/No. But, some how this company or its employees took it upon themselves to make an unauthorized payment without my permission. The url terms of agreement says this.. Billing and Payment Information Prepayment. It is your responsibility to ensure that your payment information is up to date, and that all invoices are paid on time. You agree to pay for the Services in advance of the time period during which such Services are provided. Subject to applicable laws, rules, and regulations, payments received will be first applied to the oldest outstanding invoice in your billing account. Autorenewal. Unless otherwise provided, you agree that until and unless you notify HostGator of your desire to cancel the Services, you will be billed on an automatically recurring basis to prevent any disruption to your Services, using your credit card or other billing information on file with us. but, yet they took it upon themselves to make payments using my credit card information. but, also, says this.. Credit Cards on File Here you can manage your cards on file with us. Your top priority card will be the one that is charged when you make payments on your account. So, why are they making unauthorized payment for me without my permission? The payment is not late or over due. This seem completely illegal to me.

Desired Settlement: I want some kinda refund and compensation for the illegal use of my credit card information.

Consumer Response: Better Business Bureau:

This letter is to inform you that HostGator.com, L.L.C. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/8/2015 6:11:30 AM and assigned ID ********.

Regards,

10/10/2015 Problems with Product/Service
10/7/2015 Billing/Collection Issues
10/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I just purchase a domain name sbcfunplay from hostgator.com , the final price in the shopping cart is $6.00 and checkout. The screen come right to the loading and doesn't come to anything after. I come back and check my account , they charge me $15 for that domain name . I call to customer services and was told that they have a timer for the price , but I don't see anything from my side that is timer for the sale . I feel like I be lying , you see the price for $6 , but you check out it for $15 ( $9 dollar difference , that's a lot ) I never pay $15 for the domain name , even right now without the sale , the domain only cost $12.95. If you have the sale and it ending , you have to redirect to the cart and confirm the new total to the customer .

Desired Settlement: I want to get $9.00 refund from the invoice .

Business Response: Good Afternoon,

We were certainly sorry to hear the checkout price was not what was indicated and after further investigation, see that a temporary sale was being run at the time of checkout. We've attempted to review our logs to determine if the discount coupon was incorrectly applied or if it was possibly accidentally removed but unfortuantely this was inconclusive so we've attempted to search for any other reports of this issue but so far have not found any additional examples from other customers.

To correct this situation, we've contacted Ms. ****** and have provided a credit on the account slightly higher than the difference in cost mentioned on the complaint and have received her confirmation that this is a satisfactory resolution. That said, if we can be of any further assistance with this issue or her account, we ask that she please use the direct line of communication we have provided or ask that she please contact our management at feedback@hostgator.com.

10/4/2015 Billing/Collection Issues
10/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had numerous billing problems with hostgator as well as less critical customer service problems. My card was fraudulently charged at least once and I have had to spend hours of my time on the phone with hostgator addressing problems that I should not have had to waste my time on.

Desired Settlement: at the very least I'd like to be refunded for unauthorized fraululent charges, if not be compensated for the time wasted

Business Response: Good Afternoon,

We've since had a chance to review this situation and have found that although two calls were made, each call lasted 15 minutes rather than the hours reported in the complaint. Regardless, we do apologize that a second call was necessary and have reviewed the two conversations for a better understanding of the situation.

After listening to those calls, we have found that there were five products remaining active with us. The breakdown of the products purchased was four domain registrations as well as one hosting package. During the first call our agent worked with Mr. ********* to submit the cancellation request for the hosting package and disable the auto-renewal of the domain names. The issue there is that the domain names had actually already been invoiced for renewal so it was too late to disable auto-renewal. We apologize for our agent's oversight on this and have forwarded this opportunity for improvement to his supervisor for further attention.

Once the hosting package was canceled, due to the active invoices for domain renewals, we sent Mr. ********* an e-mail stating that the domains would continue to remain on the account unless a reply was sent to confirm he wanted the domains canceled entirely. Unfortunately a reply was never received confirming cancellation so once the due date for the invoices was hit, the card on file was automatically charged.

While the charge was unfortunate, our refund was forthcoming on the full $45.00 paid towards renewal, rather than the $50.00 mentioned in this complaint. A refund was initiated on the same day as we were contacted about the charges which was also the same day this complaint was filed. We have not heard back following the refund but if there is anything else we can assist with, we ask that Mr. ********* please contacts our management at feedback@hostgator.com and we'll be more than happy to take another look at the account.

10/1/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Please note we have 2 services a RESELLER HOSTING and SHARED/BUSINESS hosting account from Hostgator.com that has performed very poorly in the last couple of months. Our email accounts haven't been working for months now due to issues with their mail servers being blacklisted due to SPAMMING. We have tried to contact them and submitted several support tickets without any luck. It takes over 1-2 weeks just to hear back from the Customer Service and if they respond nothing gets resolved. We have asked for refund for the monthly automated billed services and no refunds have been issued still. Something needs to happen. This is really frustrating. We can not conduct business with failed hosting and email services yet still getting charged for them.

Desired Settlement: Please refund 2 FULL MONTHS of HOSTING SERVICES for both of our accounts: *************** and **********. Thank you

Business Response: Good Afternoon,

We'd like to start by offering our apologies for the recent trouble with Ms. *******' e-mail services. To provide a bit of background information, from time to time e-mail services can become blacklisted which means receiving e-mail services might bounce back the e-mail as it is considered spam. In order for us to address these issues, we do need bounceback messages with full headers to ensure we are addressing the correct issue so customer's e-mails will be successfully delivered.

After review of this situation in particular, we have found that there were some initial issues with receiving the e-mail bounces to know exactly which services to request de-listing on, however we have since been able to gather that information and the de-listings have been requested.

As briefly mentioned in the complaint, a second hosting package was purchased in order to attempt and rectify the situation. We've since been in touch with Ms. ******* to make sure she is aware that unfortunately this is not a great solution since all of our shared and reseller hosting packages will use the same mail gateways. As such, we were more than happy to refund the two months paid towards the additional service.

Although blacklisting issues like this are to be expected from time to time on any shared web hosting environment, as a courtesy for Ms. ******* long term use of our services, we were happy to refund an additional 2 months on the initial hosting package as we are making serious efforts to both prevent these issues and also ensure they are addressed as quickly as possible.

We hope this has fully addressed the complaint but we've also provided a direct line of communication with our management in case any urgent issues require more immediate attention. If for any reason that contact is lost, our management can be reached directly at ***********************

10/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered webhosting on August 29. I submitted a request for a website transfer which their website states takes 24-72 hours possibly more if they are busy. After 10 days of no updates, I decided to cancel my service and take advantage of their money back guarantee. This process also was supposed to take no more than 72 hours, and yet more than 5 days later, I still have not received a refund. Not a single one of my support tickets was answered, and the cancellation request has also been ignored. They took my money and ran.

Desired Settlement: I would like an immediate and full refund.

Business Response: Good Afternoon,

While we certainly always want our tickets handled as quickly as possible, our migrations are offered as a courtesy service and a time frame is not guaranteed. This information is available both within our terms of service as well as on the migration form used to request the transfer. As such, when we do receive large amounts of migration requests after running sales, these requests unfortunately get delayed as we work through the transfers in the order they were requested.

In regards to the report that no support tickets were answered, we've found that there were 3 tickets submitted. The first ticket was a migration request and an additional ticket was submitted asking for us to complete the migration. As that was considered a duplicate request, it was placed on hold. The third ticket was to request assistance with an error on the account however an update was sent by ***** stating that the issue was resolved so this ticket was also placed on hold. To summarize, this means that there was only a single actionable support request which our migrations team did respond to but unfortunately this was delayed more than we would wish.

We understand that ***** was hoping to get the migration done as quickly as possible as the hosting package at the original host was expiring and would require payment for renewal. We apologize that we were unable to make that deadline for ***** but as requested, we have canceled the account and provided a full refund. If our services are ever tried again, we wanted to point out that feedback@hostgator.com is available to request escalation on urgent matters or deadlines.

If there are any issues with the refund or additional questions we can assist with, we ask that ***** please replies back to our recent e-mail or contacts our management at feedback@hostgator.com and we'll be happy to help.

9/29/2015 Problems with Product/Service
9/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have hosted several websites for many years with HostGator. However the last few times I have called customer support at HostGator I have spoken to reps from the company who when asked began to reveal while my business was suffering financially. The last rep told me two-thirds of my incoming emails to ******************* (an email connected to ************** a website hosted by HostGator) were not being delivered and instead marked spam because of HostGator's internal issues (or HostGator's IP address assigned me having been deemed spam by search engines and browsers). When I asked the rep at HostGator to provide me a way to see all of the incoming emails that were blocked and bounced (deemed "spam") so I could see and reply to them, the rep at HostGator said he was not allowed to show them to me. I replied, "Why not?! This is my website and I want to see my incoming emails as these are lost opportunities that pay my bills and enable me to feed my family." I speak all over the world for the U.S. Military, Companies, Colleges, Universities, Schools and Churches having now touched 72 nations. However these past 5 years have been very difficult. So much so I even was receiving federal government financial assistance while earning 3 Master degrees as I had little or no work coming in (so I pursued higher education to better myself for future work). For 5 years or more I have suffered financially wondering why I was not receiving as many paid speaking engagements. Only this year have I begun to figure it out. My emails coming to ******************* are not arriving, not coming through, not being delivered due to the negligence of HostGator who I pay over $200 a year (and have for several years) to ensure my websites are visible online and my correspondence is received. HostGator however has failed me in that regard and secondly in that they have refused me the right to see my incoming emails they see internally as being blocked and bouncing (not being delivered). I therefore want to see my undelivered emails and being reimbursed $500,000 for lost economic opportunities and the pain and suffering I and my family have endured due to HostGator negligence. ******************************************* ************* **** ** *****

Desired Settlement: I want to see my undelivered emails and being reimbursed $500,000 for lost economic opportunities and the pain and suffering I and my family have endured due to HostGator negligence.

Business Response: Good Afternoon,

We've now had a chance to investigate this situation and have found that *** ***** has only recently contacted us with any concerns on inbound e-mail or outbound delivery following 8 years of service with us. Following the first and only report we received on this issue, we have followed up with *** ***** requesting information on the e-mails that he is concerned are not believing delivered or received. We have received no response back following our inquiry until this complaint requesting half of a million dollars.

Next, we have reviewed the only phone call from the phone numbers provided and have found that during this conversation our agent did not refuse *** ***** any information and in fact did attempt to send the most recent mail logs, however there was an issue with the links provided. Once the issue with the link was determined, the subject was changed during the phone call and the issue with the links was not revisited.

We've now reviewed the e-mail address in question and have found that there are over 100,000 e-mails within the inbox for this account. If this is not the majority of the messages, it should be an indication that there is a very large amount of e-mails being successfully received. As such, we do need *** ***** to provide further details on any messages he is concerned he has not received or were not successfully sent.

Also, we must point out that if messages are not being successfully sent to the companies *** ***** is trying to apply for, what happens is that a bounceback message gets sent back to the sending address. Unless these bouncebacks are being deleted by *** *****, we are not seeing any indication of a widespread issue with his outgoing messages.

Finally, in regards to the request for compensation, we must point out that *** ***** has agreed to our terms of service stating he understands he has waived our liability for potential damages or losses.

Once *** ***** is ready to work with us further, we ask that he logs in to his billing portal at https://hostgator.com/billing then use the following direct link : ****************************************************

After this link is followed, he will be able to reply back to our last message with the information requested. If there is any trouble with this process, we ask that *** ***** please contact our management at ********************** for additional assistance.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

[Provide details of why you are not satisfied with this resolution.]

Regards,


  Host Gator's characterization of the case is not what the Host Gator rep last told me over the phone when we spoke.

Host Gator's rep said he saw an enormous amount of emails (incoming) to me at ******************* that were not being delivered because my email was deemed spam as a result of the IP address.

Host Gator has these records of bounced emails that never made it to me at ******************* but has never given them to me. The IP address at HostGator for its customers has nothing to do with me and everything to do with Host Gator.

Turn over the information on the data related to my incoming emails not delivered as confirmed by the Host Gator rep I spoke with the last time I called. I am entitled to see all incoming emails (or attempts thereto) related to the websites I host at Host Gator.

Respectfully,

**** ** *****

9/11/2015 Problems with Product/Service
9/7/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Signed up for service because of advertised migration service. Promise date of migration service was within 72 hours. I have waited over 2 weeks without response from Hostgator after multiple attempts to escalate the issue.

Desired Settlement: Full refund or completion of migration process with extended service discount for time wasted.

Business Response: Good Morning,

As stated in this complaint, although customers are more than welcome to complete migrations on their own, here at HostGator we do provide a courtesy migration service with each new order. While we of course would always like to see these migrations completed as quickly as possible, the speed at which we are able to get through all requests will depend on the number and complexity of the pending requests still in progress. As such, we make no guarantees on how quickly this courtesy service can be completed.

This information is agreed to by our customers in our terms of service when signing up for a hosting package :

http://www.hostgator.com/tos
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3. Transfers
Our Transfers Team will make every effort to help you move your website to us. Transfers are provided as a courtesy service. We do not make any guarantees regarding the availability, possibility, or time required to complete an account transfer. Each hosting company is configured differently, and some hosting platforms save data in an incompatible or proprietary format, which may make it extremely difficult, if not impossible, to migrate some or all account data. In some cases we may not be able to assist you in a transfer of data from an old host. The free transfer service is available for thirty (30) days from your sign up date. Transfers outside of the thirty (30) day period will incur a charge; please contact a member of our Transfers department to receive a price quote. In no event shall HostGator be held liable for any lost or missing data or files resulting from a transfer to or from HostGator. You are solely responsible for backing up your data in all circumstances.
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Additionally, once our customers are ready to request migration, the related request form also has a disclaimer which makes no guarantees about the time required to complete the courtesy service :

https://transfers.hostgator.com
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Wait Times:

We would request that you be aware that the migration process may take longer than the average support request. This is due to the complexity of this process, connection speed between your old host and new hosting account, and to ensure that each website is thoroughly reviewed upon completion. The entire process can take 72 hours or longer. Please ensure that your old hosting account remains available until the process can be fully completed. If your old hosting account becomes unavailable during the process, we may not be able to complete the process or correct any errors.
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In Mr. **** complaint he has stated that he was guaranteed the service would be completed within 72 hours. We have attempted to call Mr. ** and have contacted him three times via e-mail but received no answer on our call. In the response back to our e-mails, no information has been provided to confirm this guarantee was made.

Regardless, at this time the migration has been completed and if Mr. ** is able to furnish any details of when or where this promise was made, we would certainly be interested in following up further.

8/27/2015 Billing/Collection Issues
8/27/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Hostgator has deleted all my websites and data without any explanation and they refuse to take responsibility and fix it. I've spent a month trying to resolve this and their security vulnerabilities. They've been nothing but terrible. I had my own website and many clients websites and all of it is lost. If this information is missing, I will face serious consequences from my clients.

Desired Settlement: I want them to replace the websites promptly, and I want them to fix the security issues on their servers so that hackers cannot get onto the websites.

Business Response: Good Afternoon,

While we have since worked with **. **** and have been doing everything we can to help him restore what content is remaining on his account, unfortunately this complaint contained some reports that are not accurate. To clarify, HostGator has not deleted any of the content in question.

We've provided a in-depth security investigation to confirm this information and our investigation has found evidence that the account was compromised through the use of the Rev Slider plugin which contains known vulnerabilities. HostGator did not install this plugin meaning it was the decision of the account owner. While we do assist with security inquiries and concerns, we cannot take responsibility for software that is installed by our clients and our customers do agree that script security is the account owner's responsibility when purchasing the account :

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8. Account Security and HostGator Systems.

It is your responsibility to ensure that scripts/programs installed under your account are secure and permissions of directories are set properly, regardless of the installation method. When at all possible, set permissions on most directories to 755 or as restrictive as possible. Users are ultimately responsible for all actions taken under their account. This includes the compromise of credentials such as user name and password. You are required to use a secure password. If a weak password is used, your account may be suspended until you agree to use a more secure password. Audits may be done to prevent weak passwords from being used. If an audit is performed, and your password is found to be weak, we will notify you and allow time for you to change or update your password before suspending your account.

A. You agree to be fully responsible for all use of your account and for any actions that take place through your account. It is your responsibility to maintain the confidentiality of your password and other information related to the security of your account.
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Regrettably, once the account was compromised by this 3rd party, malicious content was installed which in turn ended up deleting the content in question. While we understand how important it was for **. **** to have the content restored or fixed, unfortunately due to the size of the account, the account did not qualify for our courtesy backups which do have limits on how much content we can backup. To prevent situations where no backups are available, customers also agree that they will be keeping a backup of their content on our servers in case of an emergency such as this.

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27. Backups and Data Loss
Your use of the Services is at your sole risk. HostGator’s backup service runs once a week and overwrites any of our previous backups. Only one week of backups are kept at a time. This service is provided only to shared and reseller accounts as a courtesy and may be modified or terminated at any time at HostGator’s sole discretion. HostGator does not maintain backups of dedicated accounts. HostGator is not responsible for files and/or data residing on your account. You agree to take full responsibility for all files and data transferred and to maintain all appropriate backup of files and data stored on HostGator’s servers.
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At this point we have determined that databases remained on the account which can be used to restore parts of the webpages and have been working directly with **. **** to restore whatever we can. We have a direct line of communication between **. **** and our management and will continue to assist with any requests received.

8/25/2015 Billing/Collection Issues
8/24/2015 Problems with Product/Service
8/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I found out that there were multiple errors that my websites (all of them) could not be accessed, I called. They have had me on hold for hours. Then, when they finally did talk to me, they only tried to sell me new products and argued and talked over me in a very demeaning manner. They finally opened a trouble ticked, but now that has now gone unanswered. I have informed them that time is of the essence. I also informed them that they would need to post responses directly on the trouble ticket and call me, because my email is currently unavailable.

Desired Settlement: I would like a billing adjustment, obviously, and the issue needs to be resolved immediately, because, time is of the essence. Every day that this issue is not repaired is costing me money.

Business Response: Good Morning,

We're always sorry to hear about frustrating experiences receiving support and have taken time to investigate this complaint for a better understanding of the concerns raised. After investigation, we've found that the multiple errors mentioned were not actually seen on the sites, meaning the pages were accessible to visitors without error, however the errors reported were from ******'s monitoring service which attempts to crawl the website to index it in ******'s search results.

In situations were bots are reporting crawling errors and we do not have access to the customer's ****** account, we must rely on the details provided to us. In this particular situation, we responded the day after the ticket was raised, but following our three requests for the full details of the error, we have not heard back on the matter since August 6th. Regardless, we've done the full extent of investigating possible in the absence of the details, and our server monitors have not located any errors from ****** bots in our logs from the days/times we were provided, and we have also confirmed that the server remained online.

In regards to the frustrating experience with our support team, after review of the call we did find that our initial agent did not correctly understand that this was an issue with ******'s attempts to crawl the site rather than an issue with how ****** was ranking the site. As such, in error our agent did recommend SEO services which was incorrect. We appreciate Mr. ******* bringing this to our attention and the matter has been reported to their supervisor for further attention.

Finally in reference to the request to update the ticket directly in our ticket system and not just by e-mail - our ticket system by default will both update the ticket in our system and also send an e-mail notification. Tickets can be reviewed or responded to by logging in at https://portal.hostgator.com and heading to "Ticket History" under the "Support" section.

As per our uptime guarantee, once we've confirmed that the server was online during the time frames provided, this situation would not qualify for a billing adjustment, however we remain dedicated to supporting the issue but will need the full details in order to assist further. We ask that if Mr. ******* continues to receive these alerts from ****** that he please clicks the "View Details" option and forwards along those reports in response to our previous ticket through the support section of https://portal.hostgator.com or by sending those to our management at ***********************

Business Response: Good Afternoon,

Unfortunately Mr. ******* has continued with attempts to inaccurately portray the situation. We did not sneak any charges in on Mr. ******* as he was charged on the 4th of December and did not request cancellation until after the most recent charge was processed. Additionally, Mr. ******* has refused to provide any evidence to allow us to investigate his claims on unanswered phone calls or live chats. At this time we have fully canceled his account and provided a refund of his last payment. The domain transfers will be automatically released by the domain registrar once the verification e-mail has been handled by Mr. ******* and there is no further involvement needed from our staff as this is an automated process.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

Wow - Hostgator is an incredibly delusional company. What they are saying is wrong. If they were serious about solving this, they would have called me. They never have. I do not know what verification email they are talking about, since they have not sent anything. If “evidence” of their neglect is mentioned (silly), it is true that I have the recordings, screenshots, etc. of the many hours that I tried to contact them. All I wanted was a simple apology and for the matter to be amicably resolved. At this point, assuming that the transfers are complete, this is formal notice that I want no further communication from Hostgator. I really don’t want anything more to do with this company anymore. I would add that I have requested to be removed from their advertising, and yet still, they are sending advertisements.

Regards,


 

8/21/2015 Advertising/Sales Issues
8/13/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: May of 2015 I referred business to hostgaotrs affiliate program. I contacted them my sales were not tracked, commissions were suppose to be paid on the 1st of every month. There is no phone support for their affiliate program. It all has to be done by email. During day 30-60 I was told I used the same credit card for all four accounts. I called hostgaotrs phone support to confirme the info I had. When I shared this info with email affiliate support I was told I was wrong. Now someone is saying I can't sign people up from same location. However, that is not the issue I was told before they were not paying me they said because I used the same credit card. The sign up process was to difficult for these 4 clients so I did it for them with their credit card info.

Desired Settlement: I want my commissions to be paid.

Business Response: Good Morning,

To provide a bit of background information, our affiliate program is setup to provide payments for individuals who promote HostGator to individuals in need of web hosting services. As we provide payments of between $50.00 - $125.00 per sign-up, unfortunately the affiliate program is the target of a high rate of fraud by individuals who attempt to sign-up accounts on their own, claim to be separate individuals, then recoup the money spent on signing up from our referral payments. As such, we have strict rules in place which are based off the ways we have found individuals attempt to scam the system.

In this case, our original denial of the referrals was based off an error which we apologize for, however after investigation, we have found that the actual sign ups were all done by the affiliate. This was also admitted to in writing by *****, which we can provide evidence of as needed. Any affiliate handling the sign-ups for the customer is against our terms of service which can be confirmed here :

http://www.hostgator.com/tos/affiliate-tos

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4. Commission Payment.

Commissions deemed due and owed to you under the program will be paid to you directly by hostgator.com after any holding period and in accordance with a regular payout cycle established by HostGator.com. No commission will be paid for signups by you, your household, or anyone within your organization. HostGator reserves the right to only pay for referrals that are active. Active is defined by clients with a website and domain name pointed to a HostGator server with user uploaded content. Commissions can be earned per each new client referred through the unique affiliate link. An existing customer, defined by any client who has had an existing account with us at anytime in the past, would not be eligible for a commission with the program. Referrals who have signed up using free domain name services will be subject to manual inspection and may be deemed invalid by HostGator. We reserve the right to cancel any of your affiliate coupons, even if you are currently using the coupon. All coupons created internally for HostGator promotion are ineligible for affiliate commission.
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Please consider that our affiliate program is to promote HostGator as a brand and if affiliates are handling the sign-ups of customers for the customers, those individuals might not ever even hear of HostGator as a brand. Additionally, if an affiliate is signing up customers without their involvement, this could mean that the individual is not being given a chance to review and consent to our terms of service, which is a serious concern. As such, these rules are in place to make sure individuals are not circumventing the sign up process. While we wish we could give every affiliate the benefit of the doubt, when we're talking about hundreds of dollars in payments, we must stick to our policies which have been shown to successfully prevent fraud.

Regardless, as a one time courtesy for the past business ***** has sent us, we have been in touch to offer the $200.00 as a final payment on the affiliate account. Unfortunately we have not heard back on that communication quite yet so if ***** has not received our contact, we ask that he please contact our management at ********************** referencing this response and we'll happily arrange payment.

8/13/2015 Problems with Product/Service
7/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We pay for a hosting service. We needed to upgrade ****** and ***. We found that it would not upgrade and that there was an error in our Power Panel that indicated there was some conflict and unable to upgrade. On 7/5/15 at about 10PM we placed a service ticket on the support que. (************) Then did a live chat and was informed that tech support would handle it and they are online 24/7. In the morning about 10AM we had no communication from anyone and I had staff here waiting for instructions from me as to what to do about the upgrade needed for us to complete our work on some websites. I called Support. The first caller told me we were in the que, but since we had added to the ticket before responding, that lowers us in the que. I confirmed it was on priority status. I then asked for a time frame. I got a no answer and that it would be done as soon as we get to it. I asked to speak with a supervisor. After several minutes of waiting I was told a supervisor was not available and that I would need to be patient until they get to it. I then wanted a time frame. I absolutely could not get any timeframe. The service person went back to the supervisor - who by the way would not pick up the phone and talk with me - only to be told that I had to wait and if any questions can contact their feedback email! I then called back through the sales line, they transferred me to another tech support person. This person put me on hold three different times as I insisted that I be given a time frame. I had my staff waiting for orders on what to do and had no answers. What I wanted was an estimated time frame, based on current workload, of when our item would be serviced. I was shocked to find out that with all the technology at our fingertips that I could not get a simple answer. Hec even *** when there is a power outage calls you and gives you an estimated time frame for power restoration. I find this completely unacceptable. When you have mission critical situations, and there needs to be repairs done, we rely on the experts to provide us - whether we like it or not - an estimated time frame for repairs. I could not believe that the supervisor refused to get on the phone with me or provide me with this information. I was rather insistent with the second operator on this point. He started sounding like a broken record - because it was clear his hands were tied. I repeated 4 times that what I needed was an estimated time frame. I made him try three times, each time waiting several minutes, to get a supervisors attention to answer the simple question "about how long are we looking at?" I finally got the impression that he was just putting me on hold and getting back on the line giving me the same line over again. I'm completely shocked that Hostgator has gone down to this lower level of understanding with their customers. I mean I find it extremely difficult to believe, that the person who has the entire work load que in front of them, and knows how many technicians are working on the problems, and most likely has an idea of average time of handling the service requests, cannot provide even an wild estimated time frame of when our workorder will get attention! Now to make matters worse, I have no idea what to tell my crew - who I am paying by the way. If its four, six, 8 hours at least I can reschedule things. But no, I absolutely got the run around. Bottom line is - what I wanted was a straight forward answer - about how long will this take? Just getting the total run around was completely unacceptable. I have in the past been serviced and I have noticed a change in the speed and also attitude from the service reps. As such I am compelled to take the time, from my busy schedule, lord knows I have better things to do then lodge a complaint. But I feel this is an internal change and the only way this will get serious attention is to escalate the issue. I'm very dissatisfied with this run around. As business owners, we need answers and data so we can plan our moves. Being completely shut down by hostgator in this regard was unacceptable. Our service is still active and that is not the problem. The problem is errors in upgrading software, and all I needed to have as a good estimate of how long it will take to get to it!

Desired Settlement: Hostgator needs to review their internal service procedure and realize that when customers like us call, we have our own critical timelines. And not providing an estimated time frame as to when our problem will be looked at is simply unacceptable and can be very costly for us too. A simple estimate of time was all that was asked for. And hostgators supervisors refusal to provide that is simply unacceptable.

Business Response: Good Afternoon,

We always appreciate a chance to address our customer's concerns and after review of the complaint and related calls, we can of course understand how it would be frustrating not to have been provided an ETA when staff is waiting on standby, so we'd like to offer our apologies for the frustrating experience there. Although we understand how helpful ETAs can be in some situations, from our perspective we do try to avoid providing ETAs as it is very difficult for us to look at our current queues, then make an accurate estimate on when the ticket might be reviewed.

The reason behind this is that every ticket we receive is different and can require a large variety of time frames depending on the situation, so even current average response time is not always a great indicator since any one ticket can take much longer or shorter than the average. Additionally, in our experience we have found that when an ETA is provided, although the key is an "estimated" time frame, many customers see this as a promise and can get quite upset if the ETA is not met, feeling as though a promise has been broken.

In the complaint we saw that our agent had provided the address "**********************" to *** ********* which unfortunately was not used. While we understand that feedback type addresses are not always well handled at some companies, here at HostGator we are responsive to every e-mail we receive to this address and happily prioritize urgent issues for our customers.

We've since reached out to *** ********* to clarify this information and also to make sure he has a direct line of communication to our management if he ever happens to have any future urgent situations like this moving forward. If we can be of any further assistance with the original issue or the account in general, we ask that he please contacts us through the method provided or reach our management at ********************** and we'll be more than happy to help.

7/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In July of 2014 I created an account with HostGator in order to transfer my website from ******** to HostGator. I authorized, what I thought was, a one time one month payment. I never transferred my website to HostGator. I never completed the transfer. This did not stop HostGator from charging my account every month thereafter until I happened to notice in May 2015. I contacted HostGator on 5-24-2015 to cancel my account and asked to be issued a refund for all the months they charged me for service they did not earn nor did I consent to. I only was issued a refund for the month of May 2015. Today, 7-16-2015 I contacted HostGator again about issuing a refund and was told that was impossible. I asked for a signed contract stating that I knew I was signed up for more than the one month that I knowingly agreed to and paid for and was not given such a document. I find this extremely unethical and unprofessional that a company would take money from a customer knowing full well that they did not earn it and that the website transfer was never completed. Had I know I was locked into an automatic billing renewal cycle I would have never signed up in the first place.

Desired Settlement: I am requesting a refund for the months they fraudulently charged my card. I agree to pay ONLY for the month of July 2014--the ONLY month I ever wanted the hosting for (I wanted to be able to shop around for a better deal if possible and not be locked down in an annual agreement, in addition I did not know at that time if I wanted to even continue my business/website. My website is now down and my business is now no longer active). I am requesting a refund for the months of August 2014-April 2015 (I was refunded May 2015). I am a stay at home mother and I find this unprofessional conduct reprehensible. I do not agree with HostGator stating that they cannot issue me a refund. They are choosing NOT to refund me, there is a huge difference. Potential customers deserve to know what kind of business HostGator is.

Business Response: Good Afternoon,

We certainly understand the desire for a refund for unused services however this is more complicated when it comes to web hosting as customers pay us for the availability of our server resources such as disk space. Since we did make those services availabile, it is our customer's responsibility to inform us of their desire to cancel if the services are no longer needed. We do not have contracts for service meaning we do not offer 1 month trials nor do we offer plans that are set to automatically cancel after 1 month so if the services were no longer needed, as stated in our terms of service, our customers do need to let us know.

Even if these services are not used by the customer, we continue to monitor the server and maintain it's uptime and availability meaning we spend our resources on these accounts, even if the customer never completed their transfer. Regardless, we understand oversights happen and that the payments were not noticed till recently, so we've gone ahead and refunded all payments after the first month of service totaling $80.55, which is actually a bit more than was requested in the complaint.

We have not heard back following our calls and e-mails discussing the matter so we hope this has fully resolved the concerns but if there is anything else we can assist with, we ask that Ms. ******* please contact our management at feedback@hostgator.com and we'll be glad to help.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

They issued my refund and I consider the matter resolved. 

7/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The company keeps charging for renewal services and makes it very dificult to change. They charged my credit card yesterday (7/5/15) without my authorization for a service that will due tomorrow (7-7-15). They did it for 3 services at same time. They say that can NOT refund me, even if the service did not due yet.

Desired Settlement: I just want my refund and cancel my business with them.

Business Response: Greetings,

Thanks for the chance to address this concern.

We're always sorry to hear when services have been renewed that were not required, however after review, we have found that the three domain names in question were set to automatically renew. The automatic renewal setting can be toggled by our customers through the domain management panel ( http://support.hostgator.com/articles/hosting-guide/lets-get-started/domain-names-buy-sell-manage/how-do-i-manage-the-domain-i-bought-from-hostgator ) and we are upfront about these services charging ahead of time if a card has been saved on file : http://support.hostgator.com/articles/pre-sales-policies/billing-account-changes/billing-system/invoicing-and-automatic-billing

Please note that this information is also available in our terms of service which were agreed to when the account was purchased :

http://www.hostgator.com/tos

11. Billing and Payment Information
B. Autorenewal.
Unless otherwise provided, you agree that until and unless you notify HostGator of your desire to cancel the Services, you will be billed on an automatically recurring basis to prevent any disruption to your Services, using your credit card or other billing information on file with us.

At this time we have removed the card saved on file and have refunded the three payments made for domain renewal. If we can be of any further assistance we ask that Mr. ***** please reply back to our recent e-mail communication or contact our management at feedback@hostgator.com.

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Host Gator security practices for securing custoemr billing login data is extremely poor. This would not be a problem if you could chat with a "smart" human being or get them to actually read an email and send a reply within context. I have been a HostGator custoemr for several years. Today I purchased a new hosting package. The verification email which is autogenerated by the system send to you your new CPanel username and the autogenerated password. That is not a problem. Also included in that email though is the username and password of the ACTUAL BILLING ACCOUNT. Now the credit card, ****** domain data and access to changing the entire account is in the hands of anybody whom sees that email, any server which relays that email and the original email host server. That password is no longer secure forever in the world and must be changed globally for any accounts which are using that password. The system which manages the purchase of host accounts and process payments is likely WHM. This means that the autogenerated email is a php script and an email template. That template is either retrieving the encrypted password from the customer database and then decrypting them and then sending that password in a plaintext unsecured email OR the password is stored unsecured in the first place and the php script simply retrieves the value from the database in the intersecting cell. I have called, emailed and have attempted a chat session regarding this issue. HostGator's response is unconcerned and poor. They do not even give the customer the proper attention to take the time to understand this complaint. Their response is that these emails and passwords are autogenerated and THEY ARE WRONG. The billing account password is a separate system from and optional packages that a customer purchases. That password and full login data should not be ever compromised and certainly not sent in a cleartext email.

Desired Settlement: This complaint uncovers several issues that must be repaired. The original email templates for your system need to be scrubbed and the billing account password and login fields removed from that template. Even then that is only a mask for the potential problem in the database. If your database is storing your customer data unsecured and unencrypted, then you are leaving yourself open to a lawsuit. You must encrypt that Billing account password and any credit card data and stop it from being transmitted in clear text.

Business Response: Good Afternoon,

Thanks for the chance to address this concern.

First and foremost we'd like to confirm that all passwords are stored securely in an encrypted database and decrypted upon sending. That said, we of course agree that it is more secure to avoid sending passwords at all, and so to improve this system, we have a development project in the works to instead move towards providing password reset links as well as two factor authentication.

In regards to the concern on the response to these inquiries, while we did find that our agent did not directly confirm that the updated billing password was sent, our agent did take the feedback seriously and escalated the concern on plain text passwords to our management as stated in his response.

We always appreciate security minded customers and ask that *** ******* continues to get in touch with us via ********************** anytime he feels our services might be improved.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

The business sent another reply which is still partially out of context with the original complaint.  This is also part of the complaint.  The business fails to read & understand or to listen & understand to their customers. I have sent the actual email which has the violation included in it to clarify and misunderstandings and yet this did not help them to identify the problem. This is an indicator that the respondent is not even familiar with their own system.  The sending of the BILLING password in this case has absolutely nothing to do with password reset or any other function associated with this business.

Lets try another analogy - for those whom have Apple devices, your calendars, files, email and contacts are stored on a cloud server when chosen as so.  It would be wise not to allow other to get to that data which would also include billing and credit card data, purchase permissions for the ******** and more. So when you purchase an new App in the store like maybe **********, it would be unwise to send the Account Passwords in the verification mail for the purchase, now wouldn't it??????? All you did was purchase **********. What did that have to do with anything regarding security?

Your new project with Two Step verification is useless if you are giving out the passwords to those accounts.  In that case you would still only have one step verification.  Again I understand sending the automatic generated cPanel password for a new account, BUT that has nothing to do with the Billing password.

If STILL the business can not understand what the issue is, they may of course call me. I will even tell them where to find the problem and fix it and I am not even in their system. Sending a generic response of directing me to your feedback forms is like a President sending you to the ***** ***** switch board.  You really think you will be heard?? Considering the security implications of this issue, I would suspect that the business would be more attentive or concerned of the problem, but it does not seem so. This problem would take less than 5 minutes to fix. If the business is serious about the issue, then I should be able to purchase a new package right now and see if a solution has been provided.


Regards,

******* * *******


 

Business Response: Good Afternoon,

Unfortunately the most recent rejection seems to have misunderstood our last reply in that there seems to be an impression we would continue to be sending the password in plain text under our new development project. Upon review of our response, this was not the case. As indicated in our last response, we have stated a new system will be put into place "instead" of the current system.

As such, at this time we must continue to reject *** ********* assumptions that we are not understanding his concerns and also must reject his assumptions that messages sent to ********************** are not read and reviewed by our management as this is certainly not the case. We place a large emphasis on not only reviewing but also tracking all contact made through this address and while there might have been an initial misunderstanding of the complaint, after the follow up response we have confirmed that our agent did fully acknowledge the concerns made through this address and reported it to management as was indicated to *** *******.

At this time we have confirmed once again that plans were previously in place to move away from the system so if there are any new concerns we can address, we ask that *** ******* continues to contact us directly through our previous e-mail thread.

7/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My websites ************************************************ and ********************************** are considered controversial websites by some . However , professional webhosts should not use their expertise or contain in their business practices - employing politics to sabotage websites . I found a great deal of interference and meddling by Hostgator which was both poor security for my website and also interfering with the search engine optimization of the website . I was with them in excess of 2 years but finally notified them in October 2014 of my desire to change webhosts . In spite of the fact that they ( Hostgator knew that I desired to transfer my website to another host but continued to draw out the transfer process and charge me for additional months of service that I actually was not receiving ) . My website was either off line or I was in the process of actually trying to get a "clean" website free of malicious code built so that the transfer could be completed . The mobile setup for which I was additionally charged 2.48 plus the $9.95 payment for the webhosting services . Because of the very poor service received from Hostgator and the abuses to my website under their hosting and the contagion that they spread to other webhosts in not taking good care of my website - I feel as though I should get all of my money back . However I will settle for the full refund of the monies which they collected for an additional 4 months when they really were not in charge or rendering web hosting services but deliberately holding back on ending the monthly payments and refusing to grant a refund . I found their services poor and full of security issues of hacking and 3rd party meddling with my websites. If they dealt with me in this manner, there are probably others . Poor business practices . Successful businesses deal with their customers in a professional not a personal manner . Politics and business should not mix .

Desired Settlement: Desire full refund for 4 months , November , December 2014 and January , February 2015 . Total amount $49.72

Business Response: Greetings,

We've now had a chance to review the communication made in relation to this account but have not found that cancellation was requested in October as reported. Please note that while there may have been assistance offered with pointing a domain name to another provider, we will not terminate any contracts until a cancellation request has been submitted as this would mean the permanent deletion of all content on the account.

We will not make assumptions about a customer's need for their data, and our customers agree to our terms of service which state that cancellation requests must be submitted via our cancellation request form once the content is no longer needed. Additionally, while 4 months of refunds have been requested, there were only only 3 months of payments made in October, November and December prior to the cancellation request in January, so it is unclear why 4 months of refunds have been requested.

We were also disappointed to see these accusations about our staff maliciously modifying any of Ms. *******'s content as she has thus far been unable to furnish any evidence of such actions. From review of the conversations we have under the e-mail address on file, we have addressed each instance where a scan of the account was requested and at those points found no evidence of compromised or malicious content.

We've reached out to Ms. ******* to provide us with clarification on any evidence she has on these concerns but have so far not heard back. Regardless of these allegations, we are willing to discuss providing a refund for the unused time on the account even though our terms of service were not followed in regards to submitting a cancellation request. That said, as the payments in question are nearly 7-10 months old, the credit card payments can no longer be directly reversed, meaning an alternative method will need to be discussed.

We ask that Ms. ******* please provide the evidence requested in response to our recent correspondence or contact our management directly at ********@hostgator.com for further investigation and discussion.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10669323, and have determined that this proposed action would not resolve my complaint.  

[Provide details of why you are not satisfied with this resolution.] First , I apologize for the delay in getting back to you . My schedule is very demanding

In response to why I disagree .  I am enclosed here a copy of the email that I just sent back to Hostgator .  I will also attempt to attach copies of the screenshots that I sent to them :

HostGator.com <37013919@tickets.hostgator.com> :
I have been delayed in getting back to you because of a busy schedule . However there is a considerable history of problems including emails and screenshots back forth over the few years that I used your webhosting services . I am enclosing a few screenshots with this message which is only the tip of the iceberg . I could just have easily filed a legal complaint with charges . A bbb complaint is a courtesy compared to the number of infractions and complaints . This way I am asking a few months of refunds . If you check the numerous emails , I think you find that you were notified for months before you would allow me to place the 'cancellation' request . In the screenshots is a picture of the false portal that you send clients to which refuses them entry  in order to keep them from placing official cancellation requests . There are more screenshots and many ,many emails .
D. *******


Regards,

******* M. *******


 

7/2/2015 Billing/Collection Issues
6/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I unsubscribed from all their mailing lists at the beginning of February. By the end of February I was still getting unsolicited email. Since that time I have made several calls. submitted tickets on line, and returned their emails. Each time I was told it would stop in 2 weeks. The last response said sometimes an email doesn't get out of the loop and it would be resolved in two weeks. Last time I called, the rep said "so what do you expect me to do...just live with it." As of today I am still getting 2-4 emails each week. Each time I get spam from them, I check the unsubscribe link to verify I am still unsubscribed from all lists. As of the spam I received today, they have now put me on all their mailing lists. So now, not only do they continue to spam me, they are adding me back to their lists.

Desired Settlement: I want all communications from them to "immediately" stop. I dropped every item I had because of their horrible service and rude customer service people. I do not want their junk email.

Business Response: Good Morning,

To begin we'd like to offer our apologies for any trouble unsubscribing from our mailing list. After investigation we did find that there were reports of trouble with this option and also found that a few manual removal requests had been received. We've since made sure that the address "******@********.com" has been fully removed from our list and we've also forwarded along this report to our mailing list provider to determine why the unsubscribe option might have failed.

In regards to the phone call mentioned, we have been in contact with Ms. ****** but have only found 1 phone call from the numbers we've been provided. During this call there was no discussion over the mailing list and the quote in the previous response does not match the conversation. We've also inquired as to where there was any rudeness from our agents but again unfortunately have not been given any clear details on this concern and have found that the majority of interactions were rated positively on a 1-10 scale by Ms. ******.

If we can be of any additional assistance with the mailing list or if any other details come to mind that we can use to investigate, we ask that Ms. ****** please reply back to our current e-mail or contact our management directly at ********@*********.com.

6/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Account #****** ******************* On Saturday June 13 I received the notice below. ********* ****** ********** to be Disabled on June 16, 2015 Hello, We are emailing to inform you of an upcoming change with ********* ****** **********. As part of our long-standing effort to keep our servers updated and secure, we will be removing the ********* ****** ********** (****) due to an upcoming ****** update. ********* was a great product in its day, but the web has evolved substantially since the days of *********. ********* discontinued support for **** in 2009, and while we have maintained support for these extensions as long as possible, we are unable to continue support for ****. What does this mean for you: After scanning your reseller account, it appears the following sub-account(s) are using ****: *******; ********; *****; ********; *******; ********; ***; ***; ********* ********* ********* ********* ******** Once **** is removed from our servers, the core components of these websites would no longer function correctly. If you are no longer using ********* Extensions, you do not need to take any action and your website will continue to work as normal. We will begin disabling these extensions on Tuesday, June 16, 2015. For additional information, please review our Knowledge Base article. I spoke with Joe M of your tech support - He was sympathetic but could not help.Told me to send this email to escalate my issue. I have a number of sites that use ********* Extension. You are giving me 3 day notice to revise all these websites. See attached notification that I just received. I am on vacation. Why such short notice? How do I make the required changes? I use the ********* 2003 editor. Much more time is required to convert my websites from using ********* Extensions. My customers rely heavily on their websites as do I. If the sites go down, I expect legal problems. Please extend the time for me to revise these sites. I require a minimum of 3 months - 6 months would actually be reasonable. Given only three (3) days is unconscionable. *** *********** ****** ********* ************

Desired Settlement: I want sufficient time to revise these sites so that they will continue to function without problems. I was told by ****** that Hostgator was given more than a year notice. I was given 3 days.

Business Response: Good Afternoon,

We've now had a chance to work with *** *********** regarding this issue and the good news is that the impact was much lower than the original concerns seemed to expect. In fact, after initially removing the ********* extensions *** *********** admittedly did not notice any changes at all. To be certain the impact was low, we took time to evaluate the related sites and did find that there were issues with the web forms. Although some of these forms had already appeared to be functioning incorrectly prior to the extension removals, as a courtesy for the short notice, we provided development time free of charge to recreate all forms found by us and reported by *** ***********.

While we certainly do apologize for the short notice on some ********* functionality being lost, overall we do need to roll out security updates as soon as they are vetted by our system architects for our specific configurations, and we feel that the security of our customer's data as a whole has to take priority over the unique requirements of one specific software. It was not our initial intention to provide such short notice, however following our testing process, we deemed this update critical and chose to proceed as soon as possible which regrettably negated the opportunity to provide more advanced notice.

At this time we have a direct line of communication setup between *** *********** and ourselves and have asked that he please let us know if there is any impact other than the forms that we can help investigate.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

I am still very disappointed that Hostgator created the situation. Three day notice in a significant change in service is not a good business practice.
It appears that it was my complaint to you that got them to provide assistance.
Thanks,
*** ***********



 

6/22/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received confirmation that web hosting was cancelled on May 6, 2014. This company charged my credit card on 5/14/15 for another year of service. Here is the confirmation from the company regarding the cancellation. ***** *. May 06, 2014 at 03:23 PM Hello, Thank you for contacting HostGator. The domain name has been canceled from within your billing. Please allow the domain name to expire. You will not be invoiced for the renewal. If you have any further questions or concerns, please let us know. Best wishes, ***** *. Billing Administrator HostGator.com LLC ****************************

Desired Settlement: HostGator needs to reimburse me for two years payments of $86.40

Business Response: Good Afternoon,

We've since had a chance to investigate this report but unfortunately found no accounts under the name "**** ******", the e-mail address "*****************", or under the phone number "************." While searching with this information we've also found no e-mails from this address or phone calls received from this number. Regardless, although we have multiple ***** *.'s employed, we did go through all of their e-mails from the date referenced and have located the account in question.

After review, we see that the account had purchased 2 services - domain registration as well as a hosting package. The complaint mentions having received confirmation of the cancellation of web hosting services, however the message quoted is specific to the cancellation of domain registration which is separate from the hosting package and can be seen in the message quoted.

We have also found that as of yesterday, cancellation of the hosting package was requested and that our staff replied in under 25 minutes offering a refund of the recent payment, however unfortunately this BBB complaint seems to have been filed prior to our staff having been given a chance to reply to that request confirming the refund. We have now replied to that request to confirm the refund in the disputed amount of $86.40.

Please also note that while we did confirm cancellation of the domain registration on the 6th of May last year, we were in contact via e-mail the following week at which point we provided information regarding the remaining active hosting package. As such, we did inform the customer that the service was still active meaning it would have been the account owner's responsibility to inform us of the wish to cancel the remaining service.

If we can be of any further assistance with this matter, we ask that *** ****** please reply back to the cancellation request or contact our management at **********************.

6/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was supposed to get compensation for recommending people to their company. I was supposed to receive $100 about 2 months ago. I have written them and no response within those 2 months. When I started to advised them that I was going to the BBB that's when ***** Matar responded I have been emailing her ever since May 8th when I finally had a name to email the complaint to. The other complaints that started April 10th were going to the main email, getting nowhere. I have given them several days to take care of this and nothing.

Desired Settlement: Compensation money for recommending people to their website. I want the $100 and two months billing taken care of for the 2 months wait.

Business Response: Good Morning,

Thank you for reaching out via the BBB to bring this situation to our attention for additional review and resolution.  I’m sorry to see the troubles you’ve experienced with our affiliate program, however after reviewing the complaint and your recent communications with our Affiliate manager, I did find some alarming concerns with what you’ve presented here.  Hopefully the misinformation provided within the complaint is simply en error, however I would like to get clarification on a few points as my timeline of the audit on the matter simply doesn’t line up.

You mention you have been trying to call us for two months, emailing and not gotten a single response from us.  I’ve reviewed your phone calls myself and now realize that the first time you actually called referencing the matter was 5/18.  Each call prior to that in which we have a recording/log of was in regards to unrelated support matters.  We’ve also absolutely taken your calls each and every time you’ve called in the past two months, and even beyond.

The first actual ticket to affiliates@************* was opened on 5/22 at 2pm.  I also understand after speaking with the affiliate manager that you inquired about the commissions with her initially 12 days ago now at this point, however we were apparently waiting on a tax form from you so the payment could be made.  Given it took some time to receive that which is ultimately outside our control given you needed to submit the form from your end, I think it’s unreasonable for you to file a complaint immediately like this.  You also mention during a call that you typically immediately file complaints, which is unfortunate as we’ve been in communication trying to resolve this with you.  As an affiliate, the entire point of your partnership is to promote the company and not slander us like this when we’re actively trying to resolve the matter.

Additionally, it’s unfortunate to see a complaint filed immediately after your ticket to affiliates was opened given ***** has indeed explained that we’re currently working through an account system change.  Had we not been up front about that delay, and the fact that this entire matter was going to be resolved it would be a different story.  

I want to also make it clear to you that your often insulting tone towards our staff directly and indirectly while on hold is not going to be tolerated.  This affiliate partnership exists to benefit you via the commissions while we promote our company.  Your distasteful comments make it clear that maybe that won’t be possible in the future should other issues ever arrive, but please do realize that we’re able to terminate the affiliate agreement for any reason.  I hope that’s not necessary and that we’re perhaps just off to a bad start, but we do need to make that clear.

Moving forward having reviewed your calls to us, I realize your account is also suspended currently as a result of your frustration and not wanting to pay us till you get your payment.  That’s understandable and given the delay I do want to be as fair as possible even though we aren’t off to a great start with your complaint and the lack of detail it provided us as we attempt to assist.  As of this time I’ve credited the account to bring it current, as well as for the next month of service.  I’d like to also get a better idea today from our accounting team when the payment issue will be resolve, so please look for a response later today or tomorrow as I have the information in your open ticket ************.  I’ll keep that assigned directly to myself too if you’d prefer to just reply there moving forward.  I hope with that direct communication between us that we can get this handled with as little haste as possible.

Best Regards,
Joshua M*****
Director of Customer Engagement
*************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

[Provide details of why you are not satisfied with this resolution.]

Regards,

Thank you for responding however your response was incorrect. Since the only way to contact the Affiliates is by email, they were 1st contacted on April 10th 2015 not address to ***** at this time because there was no name to enter. No one answered back emailed again on the 23rd and then on the 28th, I can forward all these emails to you if needed. It took all the way until May8th before there was a person that responded back which was ***** ** However then she stated after all that time of no response, I now have to fill out a new form (W-9) which gave me no ways to send it but scanning it and emailing it back, well my scanner didn't work and I had to try to take a copy of it she sent back stating this may not work but no other means to send it. I called 3 more times to try and get a fax number, the Cust Serv finally gave me a number to ax it to. Did that on the 11th and she stated they would be sending it right away and that was it. Still waiting and the only response is when we contact her, and sometimes not even then. This whole time you were having system issues, she was telling your other reps to state that she was waiting on the financial Dept to approve the money, which I was wondering why they would have to approve something that was stating we already received the money on the 6th of May, before she even advised that we needed to send the W-9 1st. 


***** Matar

May 11
to me
Hello,

Thank you for that information. I'm not certain if a picture will work or if we need a scan, but I will let you know if we need anything else. The account shows paid but it was held because of this tax reason. We will try and get that payment to you asap. 

Thanks,
*****
2nd 

***** Matar

May 14
to me
Hello Teresa,

We were already able to confirm the image you sent initially. Payment should be on its way shortly. 

Thanks,
*****
I have not heard from ***** since this message personally, so I advised her this was very unprofessional and will not be accepted. I am recommending people to your company and this is not a good look, for either 1 of us. Now I'm glad you do by email because according to your records it would have shown I was incorrect when I was not. Please try to complete this transaction quickly as you can see it's been a lot longer than you thought.
Thank you,
******* *** ****** ********

Business Response: Good Morning,

Thank you for your response and the additional clarification you were able to offer.  I’m sorry you’ve had to deal with this on a continuing basis, though we do stand behind our word and will ensure you receive the $100 commission as has been promised since the start.  My apologies as well for the delay back with you as I tried to verify these facts, however it did take some time to piece together your version and hers.  Regardless it’s clear this could have been handled much more smoothly and I hope the credits I offered previously show our interest in righting the matter.

I’ve also reached out to our Marketing Director this morning and asked that he override the affiliate payout system and just get the money Paypal’d to you so we can put an end to the frustration you’ve been experiencing.  It appears we do already have your Paypal email address, so if that’s alright we’ll simply send the commission there and just skip our accounting team and their current troubles to get these commissions verified and paid out.  I will follow up with you directly via email once I respond here to to confirm the Paypal address and ensure you receive your payout as soon as possible.

We’ll look forward to resolving this with you once and for all, and again our apologies for all the trouble you’ve experienced!

Best Regards,
Joshua M*****
Director of Customer Engagement
*************

6/18/2015 Problems with Product/Service
6/16/2015 Billing/Collection Issues
6/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: HostGator provides with their web hosting packages a Spam blocking service called ************. I contacted technical support on 02/11/2015 to report an receiving an excessive amount of spam on my domain. 90% of the emails I am getting is Spam, and all of the spam IP addresses appear on Realtime blacklist (RBL). I contacted them again on 03/04/2015 because the excessive amount spam was still getting thru. We adjusted the score to stricter settings. Contacted them again on 05/06/2015, still excessive amount spam is getting thru. Was told that the ************ was working correctly. No way is their product working correctly when all of the spam's IP addresses appear on RBLs. Also, the FROM and SUBJECT information contained in the emails easily indicates them as spam. Some examples: FROM: "**** ******" SUBJECT: "Live Testimonial- "In just 3 days I dropped 6 lbs"- Free Sample Today" FROM: "Bathroom Remodeling" SUBJECT: "Get matched to Local Bathroom Remodeling Contractors" FROM: "HeartAttack.Fighter" SUBJECT: "These are the 4 Things that Will-Occur Before YOUR HeartAttack-*******" FROM: "Background.Check.Notice" SUBJECT: "Attn: Your online records have been viewed on 05/25/15 No.********" FROM: "Hearing Loss Cure" SUBJECT: "#1 Method To Restore Your Hearing in 3 weeks #********" FROM: "Halt Memory Loss" SUBJECT: "New Findings: Reverse Memory Loss and Daily Exhaustion" There is no way ************ is working if it can't tag these as spam. I have sent emails requesting an update on what is being done on 05/13/2015, 05/18/2015 and 05/27/2015 with no response.

Desired Settlement: I have been a customer with HostGator since 01/2008 and I want this email issue resolved.

Business Response: Good Afternoon,

We've since had a chance to investigate the spam troubles and have found that further fine tuning of the ************ service was needed as the majority of messages still making it through had a lower spam score than the filter was configured to flag. Following our changes we have seen a significant drop in the amount of spam making it to the inbox and have a direct line of communication setup between *** ********* and our management. In case further adjustment or investigation is necessary, we ask that *** ********* please reply back to that message or contact us directly at ********************** and we'll be glad to help.

6/11/2015 Billing/Collection Issues
6/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On June 1, 2015 hostgator.com charged my credit card for $89.70 for services that had been cancelled several months ago. When I contacted hostgator, they said they did not show the cancellation but would refund my money in full once we had filed for cancellation. Today, June 2, 2015, hostgator only refunded $74.59, keeping a total of $15.11. Upon contacting them again and speaking with an agent named Eric, he told me that the $15.11 was for services already used, then put me on hold for a few moments when I disputed this claim. When Eric returned to the phone, he denied saying that it had been for services rendered and that it would take up to, if not longer than 2 full weeks to get the full refund.

Desired Settlement: I want the full amount of $89.70 refunded to me instead of only $74.59.

Business Response: Good Morning,

Thank you for reaching out to us regarding your recent account cancellation troubles.  We appreciate you bringing this to our attention for quality assurance review and so we can make sure any errors on our part are being correct as fairly as possible.  

Having reviewed your call logs with us however, I did have some concerns in that your account of the matter here doesn’t line up with what you explained to Eric over the phone.  You mention you submitted the cancellation request previously months ago, however then explained over the phone to Eric that your son was supposed to cancel the account. It seems that likely didn’t actually occur as he may have told you previously.  Another interesting point I’d like to present about this first call, is that you can be heard quite clearly while on hold speaking with your son, whom while not entirely audible in the background seems to apologize to you, to which you respond to him, “I’m not upset with you…”  I wish there was more we could do on this end to verify he did submit that request, though once more without the ticket, any record of communication or clarity for that matter we’re left to conclude the cancellation request was never submitted as our Terms of Service outlines it should have  been to prevent the renewal charge.

http://www.hostgator.com/tos
11. Billing and Payment Information
B. Autorenewal.
?Unless otherwise provided, you agree that until and unless you notify HostGator of your desire to cancel the Services, you will be billed on an automatically recurring basis to prevent any disruption to your Services, using your credit card or other billing information on file with us.

So it’s clear and available, I want to also provide the Cancellation portion of the above agreement, as we were absolutely in our right to bill your credit card on file without there having been a cancellation submitted previously.


13. Cancellations and Refunds
E. Cancellation Process. 
You may terminate or cancel the Services by giving HostGator written notice via the cancellation form provided. In such event: (i) you shall be obligated to pay all fees and charges accrued prior to the effectiveness of such cancellation and (ii) HostGator may, in our sole discretion, refund all pre-paid fees for basic hosting services for the full months remaining after the effectiveness of such cancellation (i.e. no partial month fees shall be refunded) less any setup fees, applicable taxes and any discount applied for prepayment, provided that you are not in breach of this Agreement.

Once we receive your cancellation form and have confirmed all necessary information with you via email, we will inform you in writing (typically email) that your account has been canceled. Your cancellation confirmation will contain a ticket/tracking number in the subject line for your reference and for verification purposes. You should immediately receive an automatic email with a tracking number stating that "Your request has been received...." HostGator will confirm your request and process your cancellation shortly thereafter. If you do not hear back from us, or do not receive the automatic confirmation email within a few minutes after submitting your cancellation form, please contact us immediately via
**************
phone. We require all cancellations to be done through the online form in order to (a) confirm your identity, (b) confirm in writing that you are prepared for all of your files and emails to be removed, and (c) document the request. This process aims to reduce the likelihood of mistakes, fraudulent/malicious requests, and to ensure that you are aware that your files, emails, and account may be removed immediately and permanently after a cancellation request is processed.

Cancellations for shared and reseller accounts will be effective on the account’s renewal date. Cancellations for dedicated and VPS accounts will be effective immediately.

Moving along I also noticed that one of my Customer Service Managers followed up with you last week requesting additional clarification, ticket #s or email addresses that may not be associated to the account, but could have been used to submit the cancellation request.  Given my findings during the call audits,  I don’t believe you’ll likely be providing such details nor confirm that it was previously cancelled, but given it’s now been several days without a response I did want to follow up here today and ensure this was addressed as promptly as possible.

While I don’t believe we owe you anything further given your dishonesty in regards to the BBB complaint, as well as the fact that the account was technically in use all of May prior to your contacting us finally here in June to cancel it, I do want to be as fair as possible with you.  The $15.11 really isn’t much and I’d hate to see any ill will left with you as a result of this interaction, so I’ve gone ahead and just refunded that for you.  I realize you need the money as soon as possible, but please understand it does take a few business days for our credit card processor and your card issuer to ultimately reverse the charges.  That’s outside of our hands, and I apologize that we can’t speed that refund process, but I can confirm to you that the remaining portion was refunded this morning and should be processed back to your card as soon as your bank or the issuer handles the transaction.  In the future, I would like to also encourage that you review Terms of Service agreements with company's prior to ordering services.  Having agreed to that TOS during signup, it is definitely binding, and I think had it been reviewed fully and better understood, you likely could have avoided the unexpected charges in the first place.

If you have any further questions please feel free to respond to ticket ************* which we opened with you last week, and we’ll be more then happy to assist you.  Otherwise you should have your full refund back within the next several business days.

Best Regards,
Joshua M*****
Director of Customer Engagement
Hostgator.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  The refund was completed as of June 9, 2015. Matter has been resolved.



 

6/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called hostgator in Nov 2014 to find out about hosting. I was told that cloud hosting is suitable for me and i was asked to provide my information and my bank info so that i could get the hosting information. I provided my info and my bank card info. However at the end of conversation and seeing on the spot how Cloud hosting will manage and handling my website, I decided not to get cloud hosting. However my info and my bank card were key in into their system. I saw my bank was charged $41.96 on 9 Nov 2014. I called the number 1-866-964-286 I was told that my money will be refunded but next month in December i was still getting more bill so i changed my bank card quickly so that they cannot charge me more on my bank card. I called them again in Dec and January, I was told that it must be mistake to charge me and will be refunded. I received email with Ticket ID: ************* However, the money was never refunded. I called them again this morning I was told that they did not have my information on their system therefore i need to speak through my bank. My bank said the charge has been over 3 months the bank cannot dispute the charges. Now i realized Hostgator.com drag the time so that my bank can no longer dispute their illegal charges. I feel cheated by hostgator.com

Desired Settlement: I would like to get back my money because i feel that i was cheated by this company. If they dont refund, i want BBB to display this information so that people can avaoid hosting at hostgator.com

Business Response: Good Afternoon,

We've since had a chance to review this complaint, however we were unable to verify the claims that a refund was promised or even requested on this account. A service was purchased in November 2014 and delivered by us, however we have found no e-mail or phone logs that match the report mentioning a requested refund.

Since we were unable to verify these claims, we called Levi to discuss the matter more directly. After confirming that it is was a good time to speak about the complaint, unfortunately once we stated that we have no records that match these reports, the call was terminated and we were hung up on.

As the matter stands currently, we were requested a service which was provided, and we have seen no evidence that a cancellation or refund had ever been requested. If Levi decides she has time to speak with our staff, our management would be glad to hear more at ********************** at which point we'd be happy to take another look.

6/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Rude customer service from Jennifer she refused to refund me an unauthorized charge made on my debit card, she had me on hold for a very long time over 30 minutes and refused to put me on the phone with a supervisor.

Desired Settlement: I would like a refund in the mount of $44.00 due to the unauthorized charge of $9 that caused me to overdraft on my account and also caused me to receive a $35 overdraft fee. I would also like Jennifer to be reprimanded for her terrible customer service, I hope that she gets better training.

Business Response: Good Afternoon,

Thanks for the chance to address these concerns.

We've since had a chance to speak with *** ********* directly via e-mail and after review have found that the $9.95 charge in question was in fact authorized. To clarify, during purchase of our services, at the bottom of our checkout pages, before the purchase is accepted, our customers are provided the following disclaimer :

"Money-back guarantee applies to shared, VPS and reseller accounts and domain privacy. Qualified packages include instant activation and 24 hour support. Introductory prices apply to the first term. All plans and products automatically renew for the same term length at regular rates, which will be available in your control panel. Unless you request a change or cancellation, the payment method provided today will be used for renewals."

This information is also included in our terms of service which were agreed to prior to the purchase. That said, unfortunately we never received a request to remove the card on file or set an alternate payment method. As such, when the account was up for it's monthly renewal, our system did automatically charge the card initially used for the amount of $9.95. As a courtesy for the financial situation mentioned, while we cannot provide compensation for the overdraft fees, and although the charge was authorized, we've refunded the payment in full and re-invoiced to allow *** ********* to resubmit payment at his convenience. Typically once banks see that the payment has been reversed, the overdraft fees should be waived.

In regards to the concerns on the customer service provided, after review of the call we do agree that the situation could have been better explained. The main concern mentioned by *** ********* was that our agent inquired as to whether or not he wished to cancel the package. When an authorized charge is made on an account, our default policy is to only provide a refund if a cancellation request is submitted in conjunction with the refund request. While we do not feel our agent was attempting to push *** ********* out the door so to speak, we do agree that this could have been explained more clearly by our agent and we'll be working with her on this opportunity for improvement. We'll also make sure she is aware that she can inform customers that they may contact our management at ********************** to request special consideration outside of normal policy.

We hope this fully addresses the concerns raised however if there are any other issues we can help to review with *** *********, we do have a direct line of communication setup between him and our management and ask that he please let us know if we can be of any further assistance.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. The funds were only part of the issue, i do not believe i received stellar customer service from the rude agent Jennifer. Any customer who has funds taken from their account without authorization or notice is going to be upset. I am sure dealing with upset customers has to be included in the training of hostgator employees. I am very familiar with customer service, I have over 10 years of experience in this field. Jennifer offered to cancel my account without me even asking for my account to be cancelled. She made me feel like Hostgator does not want me as a customer and I am sure offering to cancel customers accounts without their request is something that Hostgator would not approve of. She was not pleasant or attentive to my needs and did not show empathy to my situation. I have no problem paying what I owe to the company. The ethical thing to do business wise, would have been to schedule a payment arrangement for the past due amount and issue me a credit for the unauthorized charges because I did not give hostgator permission to charge my account on the day the funds were taken. If the representative was unable to issue me a credit, then the call should have been escalated to a supervisor immediately like I requested. To become argumentative and try to deter me from speaking to a supervisor is wrong and it is rude to tell a customer that the supervisor is basically going to tell you the same thing. A 40 minute wait for a supervisor is absolutely ridiculous. I hope that the young lady and the rest of the customer service department at hostgator receives the proper training regarding matters like this so that no other customers have to experience such an unpleasant encounter with your Hostgator. 

[Provide details of why you are not satisfied with this resolution.]

Regards,


 

Business Response: Good Afternoon,

Unfortunately there still seems to be an impression that an unauthorized charge was made on this account. As indicated in our last response, this is not the case as our customers are informed during checkout that the initial payment method will be used unless requested otherwise, which is also agreed to in our terms of service :

****************************

11. Billing and Payment Information
B. Autorenewal.
Unless otherwise provided, you agree that until and unless you notify HostGator of your desire to cancel the Services, you will be billed on an automatically recurring basis to prevent any disruption to your Services, using your credit card or other billing information on file with us.

Although we did also address the concerns on customer service in our last response as well as in our direct communication with *** *********, due to the rejection we've taken another listen to the call and have to disagree that our agent was rude. As explained previously, if an authorized charge is requested to be refunded, the available option is to cancel the service in question.

As such, it was appropriate for our agent to inquire as to whether or not the account was still needed as an authorized charge was in dispute. We've now made an exception to this policy and refunded the payment to allow for repayment when convenient however our call logs indicate our agent was not unpleasant to *** ********* during the call even as his anger was directed towards her.

Moving back to the complaint that the call was not immediately transferred to a supervisor, we do not have an equal amount of supervisors as we do agents so if a supervisor is demanded, there is a chance that the available supervisors will be previously assisting other callers, meaning their availability will depend on the amount of time needed to resolve the previous calls.

Moving forward if there are any concerns on the support received, or with the account in general, we ask that our management please be contacted at **********************.

6/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For almost a week now we have had emails bouncing from the majority of our customers. WE have seen them come back on *** *******, ***** servers, private servers etc. I have contacted Host Gator on about a half a dozen instances in the last week along via chat and phone calls and support tickets to find and resolve the issues as expediently as possible. On more than 3 occasions I have been told the issue was due to a potentially black listed server address and that they were working to fix the problem and even that it had been escalated to the next level of administrative technical support. Each time I contacted them back to follow up it was a rehash of the same questions, the same excuses and the same "we are going to escalate this for you". Here we are over a week now where our emails to our customers continue to kick back, and customers are not able to receive proofs for their designs and correspond with us in a way that allows for our business to move forward with our accounts properly. When I asked to be contacted by someone regarding the issue it was refused, and I was offered more excuses as to why they could only email us. I explained that with email compromised as it is, contacting us via phone is the only acceptable way to make sure this is addressed and we are in the loop on the fix and the timeframe for the fix. Again I was refused an administrator even after I made it clear this was the only acceptable means to restore customer confidence that Host Gator even cared about the situation. Instead they said we would have to just continue waiting and that they couldn't bother them with the issue as they were busy with other tasks. We have provided almost a dozen examples of emails kicking back, though that is a fraction of the actual amount we have experienced, and our business is suffering because of the neglegence apparently taken to the security of the server. Even as a shared server, we pay for **** **** annually to secure us from things like Hackers and Spam. When we setup the account that was the very reason it was suggested by Host Gator's Salesperson. Going back since our account's initial creation we have has nothing but issues with our email accounts and with customer support. WE have been told things that weren't so. Has bad follow-through and follow ups and, terrible service over various issues that seem to never go away and only change face.

Desired Settlement: Whether we decide to stay with Host Gator or move to another hosting client is beside the point. We have paid for hosting, security, and professional service and have experienced nothing but problems that have in the long run hurt our business, and customer relationships because of communication issues that have been long running and never fully resolved. It is clear Host Gator does not take customer satifation seriously and paying for extra security is pointless. At this point a full refund is in order for our hosting and security costs since we signed up. And we will decide depending on the speed at which the issues is resolved whether we choose to reinvest that money into the current company or another company that will take our needs seriously. Refund for the domains, and domain privacy is not necessary, since those are things we haven't had issues with. But refund for the hosting (shared server which has been black listed even when **** **** says we are protected) and security software protection we paid extra for, which apparently is pointless and done nothing for our security, is exactly what is due.

Business Response: Good Afternoon,

We always appreciate a chance to address our customer's concerns and would like to start by apologizing for the delay in our security department's update on this matter. Although we do not guarantee a response time on security issues and do handle the inquiries in the order they are received, we would like to see response times lowered much further and have dedicated serious resources into bringing more security admins on board to help with our queues.

In regards to the concern that ******** purchase did not prevent this situation, while ******** is a great tool for helping secure a customer's site, it cannot prevent blacklisting as blacklists are controlled by 3rd party companies, so we make no claims that ******** will prevent blacklisting. While this is not something ******** could have prevented, we do have many security precautions and mail limits in place to help prevent the underlying causes of blacklisting. That said, it is nearly impossible to prevent blacklisting on shared servers as we cannot police each e-mail originating from the server and cannot know whether or not the receiving party will ultimately flag the message as spam.

Moving on to the concern that e-mail communication was risky in this case, we have found that currently the e-mail address we have on file is an e-mail address hosted on the account. This is actually against our terms of service to prevent the possibility of missed communication during an e-mail issue. We do not take any action in these cases but to have the address updated as soon as possible, we've reached out to Mr. ***** directly in order to provide assistance with setting a 3rd party address.

From the complaint we also understand there is an impression that there have been ongoing issues with e-mail since the account opened. From review of the tickets under the account, we have only been able to locate 2 other reports of e-mail trouble. One report was from 11 months prior which was also relating to blacklisting, as well as one report on an issue relating to how the e-mail accounts were transferred.

We of course would prefer that customers see no issues at all, however, while the low price point of shared hosting is desirable, the downside is that the resources (including mail) are shared with all other customers on the server. As such, while we do all we can to prevent these situations, blacklisting unfortunately can occur from time to time. We've provided Mr. ***** a direct line of communication to help escalate these reports in the future and have also offered a discount if Mr. ***** would like to discuss upgrading to a dedicated server where any blacklisting issues would be caused solely by the owner.

Finally in regards to the request for a full refund, please consider that although there was a blacklisting report almost one year ago, a new blacklisting does not mean that the initial issue was never resolved, but rather that an entirely separate incident caused a new blacklisting to occur. Considering we've addressed both issues as they were reported, this situation would not qualify for a full refund. Although blacklistings do not qualify for compensation under our 99.9% uptime guarantee, as a courtesy for the delay in addressing the matter, we've provided a two month extension on the current hosting package free of charge.

We hope this fully addresses the concerns raised and ask that Mr. ***** please use our direct line of communication for any future urgent matters or to please contact our management at ********************** for escalated assistance.

Business Response: Good Afternoon,

We'd be more than happy to address these concerns but first and foremost, we must reject the report that the service has not been reliable since the account was opened. While there was a blacklisting issue near the start of the account, the analogy provided would be applicable in this case as blacklisting removal is never guaranteed to be permanent. Blacklisting can occur from time to time and must be constantly monitored and addressed as there will never be a guarantee that further blacklisting will not occur. This is not to say that we are not proactive in monitoring and preventing the causes of blacklistings as we do have tools and staff in place for these tasks.

In regards to the ******** tool, while it does attempt to check the site's IP against any blacklists, a part of our system which helps prevent blacklisting is a set of alternating mail gateways which do not share the same IP as the site. As such, the ******** spam list checking tool may not always be accurate. Still, this service is not advertised to prevent blacklisting and the main use of the tool is catch any malware or malicious content on the account, as shown in the screenshot in the previous response.

It would also not be accurate to say that there has not been any progress on this issue. The issue reported initially was a blacklisting which was removed as reported. Following the blacklisting, there were instances of greylisting which temporarily limits the amount of mail a specific provider will receive from the sending host. Whereas with blacklists, we have the option to address the issue and request removal, these temporary greylistings do not have this option.

Again, we do have extensive mail filtering to prevent messages from leaving our servers that might get flagged as spam and we also have a zero tolerance spam policy meaning first offense spammers are banned, but it is certainly true that fighting spam is an ongoing battle as spammers work hard to modify messages so they are not caught by the current spam rules in place. As such, we constantly update these rules when we see new types of spam getting out.

While the low cast of shared hosting is a benefit, one downside is that blacklistings and greylistings can be caused by other customers using the same mail gateways. As such, the only guarantee that an account will not be affected by other customers is through the use of a VPS or dedicated server. At this point we have offered an upgrade to VPS free of charge for a period of time so Mr. ***** can decide if this would be an acceptable solution to the situation. As this offer has been denied, while two separate blacklistings would not qualify for a full refund of the year of services provided, we would offer a refund of two months of service during which the blacklisting caused issue.

We currently have a direct line of communication open between Mr. ***** and our management so we'll be watching for any further response on this offer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

Once again their own advertisements on their site that I have taken to the time to screenshot in my last correspondence show what they advertise. This previous response also admits the monitoring relationship with the blacklists... which contradicts the last post Host Gator made saying it has nothing to do with email... Again no consistency with their word. Regardless of what host Gator says now, what we were told and suggested to purchase before ever signing up, and why, is not what the experience has been. We still have emails that won't go through. And when their own system and **** **** service shows that we are not listed on any blacklists (and have for the last month) yet they themselves have said (while it was still showing that we weren't listed) that we were at that time... shows the false record of their security and the tools designed to give you a feeling of apparently false security. The appearance they are trying to hold with their customers verses the sad truth. Our complaints with our email service as well as other issues have gone back almost bimonthly with Host Gator for the 12 months we have been there. We have has more than numerous phone chats and live chats. The referenced "tickets" this customer service rep seems to be talking about are the 4-5 that were recorded. Since many times when you call in or deal with someone in live chat, if the issue is deemed "solved" no follow up ticket is made. Again one of my complaints at the beginning of this filing was the lack of follow through on behalf of Tach Support or Customer Service. Being told something is fixed, or that they would follow up and never did. This has been an ongoing problem up and including this issue. So its no wonder to me that records on behalf of Host Gator only reflect the tickets I manually create myself to make sure it was finally being documented.


Bottom line, Host Gator has not fix the problems. We still can't email many if not all of our *** and ***** customers. I am not spending any more time than I already have doing their jobs for them and providing research that they should #1 already have #2 can pro-cure themselves. It is just yet another excuse for not addressing the issues as they should be. I guess they figure if they drag it out long enough a customer will give up pursuit. They are mistaken. This report will not fade away until the ticket is addressed and the problem is resolved or we discontinue our service with them. Either way it is not "RESOLVED" until the problem is fixed or made right. Neither of which have been done, and its disgusting to think Host Gator is still ducking blame for the customer service and problems we still face. Their correspondence with me in person have been the same. Pitching more expensive services to resolve the problem. With out without trial periods, if you can't even honor the services and products we already have why would anyone even consider opting for more services at a more expensive rate. The issue here is about service, but is also more importantly about the integrity and word of Host Gator not being fulfilled, and the customer service falling short of their responsibilities. No person in their right mind would offer a company with this record more money and time knowing what they have already done with the time and money they have already been given. Its clear Host Gator is more interested in money, then in customer service, their word, and the product they offer. I am already in the process of closing all 12 of my other accounts with Host Gator, and this one will soon follow since clearly the problem is nowhere close to a resolution. Its more likely Host Gators intention to rebuff complaints than solve them. So as far as I am concerned this complaint can sit here and be a referendum to all potential future customers on what they should be made aware of prior to taking them at their word and what they should expect with the services they purchase. If my complaint does nothing else then to help inform future customers of what they can expect it will be worth it.

Regards,


 

5/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hostgator opened two separate and distinct accounts for one single server and domain name (completely their error, as admitted to me by two separate customer service reps.) and proceeded to bill me monthly and yearly for each account. Not being familiar with their billing procedures, I did not realize it until approx. Feb 2015. When I contacted them, they corrected their error, and promised a full refund. Two weeks later, no refund was issued, and after I contacted them, they refused to provide any refund, or one in the amount I requested (which was approximately 90$). Moreover, the amount was billed automatically to my credit card, which was NOT on file on the second account created; thus, they were aware of the duplicate account and pulled my credit card information improperly. Further, they became highly uncooperative and, had the amount exceeded a reasonable level, I would not have hesitated filing a lawsuit against them. I have full documentation of all above-listed occurrences.

Desired Settlement: I want them to fully refund, at minimum, the year subscription, which I never ordered, yet was charged erroneously. A credit for my account is unacceptable, as I will no longer use their services in the future.

Business Response: Good Afternoon,

We always appreciate a chance to address our customers concerns and we were sorry to hear about the unnecessary duplicate purchase. We've now had time to investigate this report and from our investigation, we did not find clear evidence of an error in our system which would have caused the duplicate purchase. In these cases refund requests are a bit tricky as we did not find any errors in our system during the sign-up, and we did provide a service that was seemingly requested.

Please note that customers do often purchase multiple packages with the same information to use one as a testing environment with the other being used for the live production site. As such, our system will not automatically alert our staff or the customer if two packages with the same domain are purchased. Regardless, we have confirmed that the 2nd package was unused so while we did spend resources keeping the package available, we'll be glad to work with *** ****** on providing a refund.

That said, there is a bit of misinformation here as the two packages were purchased under the same billing account, so when the card was placed on file for one package, it automatically paid off the duplicate package as well. Also, this process is entirely automated so there was no choice or action by HostGator to knowingly charge for an unneeded package. We always cancel unneeded packages as requested, however in this case we did not receive a cancellation request until recently.

At this point we've attempted to reach *** ****** on three occasions in order to receive information on the conversations had with our support agents, but unfortunately we have not yet heard back. We'd definitely like to review those communications to honor any guarantees made so we'll look forward to hearing back from *** ****** soon. We have a direct line of communication setup via e-mail but if that has not been located, we ask that *** ****** please contact our management at ********************** for further follow up.

5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Hostgator concerning my website being down on April 22, 2015. It had been hacked after Hostgator failed to take my automatic payment from my ****** account. I created a ticket and was told the next day that a scan would need to e performed and then was notified that there current policies had recently been changed and I would have to clean it myself. I waited and sent several emails over the next 5 days with no response back. I even called Hostgator and got nothing but the run around. The ticket is still open as of today's date and I had to hire someone else to fix the issue which they were able to do in a matter of an hour. My sites were down for 4 complete days with no help from Hostgator. I am very displeased with the way I was treated and once my sites are cleaned up, I am seriously considering moving to another hosting company.

Desired Settlement: Billing adjustment for the 4 days my sties were completely down, a sincere apology, and if they want me to remain a customer with them: complimentary free service to reimburse my time and expenses to fix the problem myself with hired help.

Business Response: Good Afternoon,

First and foremost we'd like to apologize for the delay in our security department's response to this inquiry. Although we do not guarantee response times on our these types of reports, we would like to see quicker turn around, and have been working towards increasing our staffing in this department.

That said, unfortunately this complaint contained a number of inaccurate pieces of information that we'd like to address. First, in the complaint there was a statement that HostGator failed to take an automatic payment from a ****** account. This is not actually the way ****** works in that it is ****** who sends the money when a subscription is setup rather than the receiver making a withdrawal. We've also double checked the account and found that no ****** subscription was setup and that ****** had not been in use on the account. Instead, the issue was that the card saved on file was declined when our automatic attempt was made.

Next, the complaint claimed that our initial reply back to the ticket stated that Ms. ******* would have to clean the account herself. This was not actually the case and we have the logs of this conversation available which indicate our security agent confirmed that our scan had begun, "An automated scan has been started on your account to obtain more information."

Moving on to the request for a billing adjustment, although we were sorry to hear Ms. ******* may have had a misunderstanding about the requirement of hiring a 3rd party, we did not state that this was required and more importantly, despite her report on the work performed, we had our security department double check the account to be certain.

It was fortunate that we did double check as our security department found that the work performed by the 3rd party did not seem to be very thorough. We then replied back via e-mail and provided a very lengthy set of lists detailing the malicious content that remained on the account. From our review, we found that Ms. *******'s account contained multiple outdated scripts which contain known security exploits. While we of course wish we could have provided more information sooner, ultimately we ask that our customers be proactivate about these types of compromises by keeping all scripts on their account up to date, otherwise it is highly likely that the compromises will recur.

We have not heard back from Ms. ******* following our detailed message on the 29th of April however if we can ever help to escalate any additional concerns, or assist with updating the scripts, we ask to please let our management know by contacting us at feedback@hostgator.com and we'll be more than happy to help.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

Hostgator's response to my complaint contained numerous errors. There was an automatic subscription for Hostgator to be paid from my ****** account for over a year. I have numerous records of the automatic payments being received by Hostgator from my ******* account until the last couple of months. I hired help myself because Hostgator failed to respond to several of my emails over the course of several days. I run a business and cannot afford to have my sites down for as long as they would have been if I left Hostgator to handle this ticket. It took 6 days and a complaint to the Better Business Bureau to get them to take appropriate action, as noted that they finally replied with action steps on April 29th. The ticket was created April 23rd. I noted in a response to an automated reply to Hostgator that if my sites were not sufficiently cleaned, I would take them elsewhere. I let them know I wanted the sites cleaned, a detail they "overlooked." Hostgator did not clean my accounts just a list of security holes that need to be patched and malicious files that was found and that wasn't until after I filed a complaint with the Better Business Bureau.  I have never filed a complaint on a company with the Better Business Bureau before and until this incident occurred, I was a happy customer with Hostgator. However, their excuse-filled and customer-blaming response leaves me highly unsatisfied with Hostgator as a company and I will be moving to another hosting company before my next bill comes due unless Hostgator makes a better attempt at resolving this issue. 

Regards,

******* *******
 

Business Response: Good Afternoon,

We've since had a chance to review this rejection as well as double check the information provided and would be glad to go over our findings. First, we have audited the account and have double checked the payments but still have not found that ****** had been in use on the account prior to April. We've reached out to ******* to request proof of these payments but have not heard back in a few days.

Regardless of whether or not the account was paid using ******, there seemed to be an implication that the suspension for late payment somehow caused the security issue. This is not actually the case and to the contrary, when the site was suspended, it would have actually been safer from the types of compromises we found on this account. The cause of the compromises were not related to suspension but instead related to out of date installations. Please note that when signing up for service, our customers agree to take responsibility of the security of their accounts, meaning maintaining current versions of all software to avoid known exploits.

Finally, unfortunately there seems to have been an oversight in reviewing our statement following the security work we performed. The rejection states that we only provided a list of compromised files without cleaning them. There would of course be little point in our security department providing a list of compromised files and not actually cleaning them, and if necessary we are able to furnish documentation showing that we did inform ******* that the files we listed had been removed.

As mentioned earlier, we do now have an e-mail thread as direct line of communication between ******* and our management and although we do not guarantee response times on security tickets, we have made her an offer as a courtesy for her time with us. We have yet to hear back but the offer is above the few days of service requested so we'll keep an eye out for her response and hope this resolves the concerns raised.

5/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed a request to have one of my websites that is currently hosted through HostGator be moved over to a VPS Server that I recently upgraded too and have been getting the run around for the last 3 weeks about the website being moved. It really upsets me as a paying customer that they take little to no efforts in making sure services they claim they offer are being provided in a reasonable time frame. They could of called me and told me there would be a delay in the process or they were behind pace and needed some more time, but every time I call they just place another ticket in with no results.

Business Response: Good Afternoon,

Thanks for the chance to address these concerns.

We've since had an opportunity to investigate this complaint and first and foremost would like to confirm that the migration has been completed. We've also followed up with *** ***** to ensure that all has gone well following the migration but have not heard back on either of our e-mails.

In regards to the concerns raised, we have not found that the request had been open for three weeks as claimed, but rather that the request was submitted on the 8th of April, 2015. That said, please note that our migrations services are offered as a courtesy to our customers and are not guaranteed. We also do not promise a time frame on when these courtesy migrations will be completed.

Additionally, we do not require a customer to use our courtesy migration services as they are more than welcome to perform this work themselves, or hire an outside developer. While the response time here was not ideal, we are confident our rates are considerably lower than the rate the majority of independent developers would charge for this type of work, which hopefully makes the trade off worthwhile.

We do offer qualifying new orders a free courtesy migration, however these migrations must be requested within the first month of purchasing the hosting package, which in this case was nearly 3 months prior. Regardless of that requirement, as a courtesy for the delay in providing an update on the request, we've waived our typical fee for migrations requested outside of the initial 30 days.

We have not yet heard back from *** ***** on our e-mails so we are hopeful the request is considered resolved, however if not, we ask that he please follows up on either recent ticket or contacts our management at ********************** for escalated attention.

5/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the 4th March 2015 I signed up for a Webhosting account with Hostgator without any issues at all. I was then provided all of my account login details from Hostgator and was not requested to provide any further information. Over the next month or so I then spent countless hours building a website on Hostgators server as a part of my account. On the 16th April 2015 I went to log itno my Hostgator account to find a message saying "Account suspended, contact Support". I contacted the Support team online and was told my account had been suspended because they required me to provide a copy of my drivers license or passport and a copy of the credit card used to make payment for the account. I provided the information by email to Hostgator as requested. I did not hear back from Hostgator so today, the 20th April I contacted the Support team again. I have now been informed the account has been permanently suspended because I used a VPN when signing up to begin with. I have requested Hostgator to provide the files related to my website however they have informed they cannot do so unless I sign up for a new account and they can "look into it". I have also requested Hostgator to honor the discount provided to me at the time of signing up, by use of one of their promotional codes, if I was to create a new account, and again I was told they can "look into it". I have a number of issues with Hostgators actions which I believe to be deceptive, and intentionally misinforming and not providing full information to potential customers before they agree to sign up for Hostgators services: 1. If Hostgator requires identification from it's clients then why is this not requested at the time of establishing the account rather than weeks afterwards, in my case five weeks after. 2. No where at the time of siging up with Hostgator is a potential customer informed of the requirement to provide ID and a copy of the credit card used. 3. Hostgator did not provide any communication in regards to the suspension of the account...this was only found when I attempted to log into my account and then after discussion with Customer Support. 4. No where at the time of signing up with Hostgator is a potential customer informed applications will not be account/accounts will be suspended if a VPN is used when signing up for their service. 5. Hostgator are now failing to honor the contract made between myself and them as they have permanently suspended my acount due to reasons they did not inform me off at the time of signing up. 6. Hostgator will now not provide a copy of the files for my website in which countless hours were spent creating through their online facility to develop the website. Hostgators actions are certainly very questionable. They have not forfilled the contract and their actions are very deceptive.

Desired Settlement: 1. A copy of my website files to be provided to me without delay. 2. Hostgator to honor the discount I obtained with the signing up of the account. 3. Hostgator to reactivate my suspended account and have the website as it was fully available to me. Thank you very much.

Business Response: Good Afternoon,

We always appreciate a chance to address our customers concerns but before we proceed, we'd like to confirm that that ********* account is now active and that we've followed up with an offer to transfer over the initial coupon. Regrettably we have not received any follow up from ******* quite yet, but we will be keeping an eye out for any response.

To provide more information on the matter at hand, we must first and foremost state that as a hosting provider, we receive an incredibly large amount of attempted fraudulent account sign-ups which are purchased with the goal of hosting malware or sending excessive amounts of spam. To prevent these types of orders, we have a number of factors used to evaluate purchases for any common indications of fraud. While we understand how it would be beneficial for our well-meaning customers to know our full set of criteria to work around, this would also allow malicious individuals to dodge our system entirely.

In this case, use of a VPN meant that the location of the sign-up was hidden, meaning we were unable to match the sign-up location with the billing information on the credit card used. This is one of the most common tools of malicious individuals, so we do automatically refund these payments and ask that customers please re-purchase their order without use of a VPN.

That said, unfortunately there appear to have been a number of inaccurate pieces of information provided in this complaint that must also be noted. We've reviewed all purchases under the name "******* ********" and have found that the original purchases were made on April 12th, 2015, rather than 5 weeks prior as mentioned in the complaint. We've also found no evidence that our staff denied transferring the coupon to the new purchase or that our staff stated we would not provide the files originally worked on. If this was not the case, we ask that ******* please reply to our e-mail to provide more information on where these conversations took place. Finally, please note that we are also upfront about the possibility of a customer having their ID requested as this is available in our terms of service.

Regardless, as mentioned initially, the new order and account have been fully activated and we've made sure to move the original files over to the new account. We've also offered to allow an additional coupon to further discount the purchase but we've not heard back on our e-mail. We urge ******* to contact us back on the most recent e-mail or contact our management at feedback@hostgator.com for assistance applying the discount offered, or for assistance with any remaining concerns.

4/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Web-site was shut down multiple times by HostGator due to something called "CPU abuse." I made multiple attempts to resolve the problem, repeatedly asking for guidance as to what I was doing to address the problem was working or not. I sent at least five messages indicating I wanted this information I was not getting. I followed all the links they provided and all the advice presented to make the changes. My site was restored at the end of the first night only to be shut down once again the next day. The further advice they provided was followed to the letter, and it only seemed to make the problem worse. At this point I can only suspect that this is a scam to get me to upgrade the server I'm using, because this problem just seemed to appear overnight and they never bothered to give me any feedback whatsoever about the changes I was making.

Desired Settlement: I would like my site restored to full operation, and I would like the technical guidance I requested repeatedly so I can make sure it never gets shut down again.

Business Response: Good Evening,

We appreciate the chance to address this concern but first and foremost, we must be clear that this was in no way an attempt to pressure Mr. ******** into purchasing a more expensive package. Our shared and reseller servers do have limits on the amount of CPU that can be used for a given time frame and as this limit was exceeded, we were forced to take immediate action to prevent corruption of Mr. ********** data as well as to prevent all other customer's sites on the server from going down.

We've since had a chance to work with Mr. ******** to provide further optimization recommendations as well as instructions on helping to address excessive requests to the site from search engines. Following these improvements and are happy to report that the site has been performing much better but we continue to monitor the situation in case of any additional issue.

That said, as Mr. ******** has stated in his correspondences, he is receiving influxes in traffic due to an upcoming fighting event, so it is possible that a more powerful hosting solution could be necessary depending on how much more traffic comes in. While the increased expense of an upgraded solution is a downside, upgrading is the most straightforward way to avoid temporary suspensions and it is a positive sign that the site is growing in popularity.

We now have established a direct line of communication between Mr. ******** and one of our customer service managers so we are hopeful that he will use this option to request escalated attention or contact our management at ********************** should any other issues arise.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10585282, and find that this resolution would be satisfactory to me.  



 

4/19/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On March 19th I moved my domain name ***************** to the Host Gator web servers. I set up hosting and was billed. I set up a small website about a week later. On March 30th. I could not get to my site it was suspended. I received NO EMAIL or NO NOTICE of any kind that my site was going to be suspended. I tried logging in to the cpanel side and could not gain access. I tried logging into the billing side and the only thing I could get to come up was that there was a "billing issue" and contact support. Which I did. I then was told they wanted a copy of my credit card and drivers licence. First of all that is an invasion of my privacy. I own the domain, I moved the domain to THEIR servers and I set up billing and it has been less than a month, so its not like I am late. I am VERY UPSET that had they wanted more information they should have collected that at the time I signed up and further more I should have been NOTIFIED that there was an issue IMMEDIATELY and given time to address said situation. I find their treatment of me grossly unjust and further more it is impacting my business in a negative fashion. I will NOT repeat NOT speak on the phone about this issue all correspondence MUST be via EMAIL so that I have a written record of this.

Desired Settlement: First of all I want an unqualified apology not some lawyer passive aggressive jargon that tries to blame me for their mistake. They screwed up so simply say "I'm sorry for screwing up" Further I want at least 3 months free hosting for this or I will be taking my business to a competitor. They should have notified me, and they should have collected all relevant information during the sign up process NOT wait 11 days and disable a site with no notice to the owner.

Business Response: Good Afternoon,

Thanks for the chance to address these concerns.

First and foremost, we'd like to offer our apologies for any inconvenience caused by our verification procedure. We certainly understand this is not the most convenient process, however due to the incredibly large amount of fraudulent orders we receive, we have found it is necessary to verify new orders to ensure the credit cards used are in fact authorized by the owner. We also see a large number of fraudulent account holders who only purchase hosting to send spam or host malware which in turn effects our well-meaning customers who might be on the same server. To prevent this, we use a large number of factors to determine which orders are considered to have a high risk of fraudulence, however we also will randomly flag some accounts for verification in order to ensure quality control.

In regards to the delay, at the point of purchase we had just ran a St. Patrick's day promotion meaning that we had a very large influx of new orders to review. We have been reviewing all new purchases manually so regrettably it did take a number of days before we sent the request for further verification of the purchase. Moving on to the concern that this is a violation of privacy, our terms of service does state that we might request this information, but also we do not force an individual to verify if they are uncomfortable with this process and we do not fully accept any funds until the verification is complete.

Instead of fully processing the funds, we only create an authorization on the card which will automatically reverse after roughly 48 hours if the account is not verified. I've now made sure to check back on the status of the reversal and have confirmed that the $7.16 should now be available in the account in question.

We are certainly sorry for the delay in requesting the additional information and although we would have been glad to offer the 3 months requested, unfortunately it seems Mr. ****** decided not to complete our verification process and has moved on to another company. The good news we can offer is that we are currently in the middle of launching an automated tool to handle reviews of our new orders so we are hopeful the requests will be sent much sooner on future orders.

Our apologies once more for the inconvenience and we wish Mr. ****** all the best with his new host.

4/17/2015 Problems with Product/Service
4/12/2015 Problems with Product/Service
4/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ******* ******* has experienced 17 instances of downtime on its websites during March 2015. These periods of downtime for March 2015 include: http://lordstrong.net :: 123 minutes total downtime http://swheartsongs.com :: 136 minutes total downtime I messaged HostGator via ******* on March 5, 2015 to report the first 4 outages since 3/1/15. The conversation on ******* continued with no resolution through Match 11th, at which point a support ticket was opened. The conversation has continued since then with seemingly no concern on Host Gator's part. Responses have taken 3 to 5 days -- an outrageous amount of time for a prevailing issue throughout. I am extremely disappointed in this lack of service, and the lack of concern shown to a business customer. Host Gator is showing that it denies claims to the interruption in hosting service in an indirect manner: by not tending to it and providing a clear answer. I have been forced to go to ******* as an outlet and start a public announcement on the interruption in service. In that regard, it feels like one must beg for attention and service from HG. Some efforts have been made by HG to resolve, but overall there has been no clear cut answer as to the reason for service interruption; only reactionary actions taken; no proactivity. I'm pulling teeth for clarity and some decent support. The facts are clear. as I can provide logs of the downtime and proof of the lack-of-service via ticket and ******* threads. Not only do I have monitoring logs of the outages; I have personally seen 75% of the outages by commencing tests and returning no HTTP response from each site (timing out). Host Gator states that "Third party monitoring service reports may not be used for justification due to a variety of factors including the monitor's network capacity/transit availability." Keep in mind that while this is set in writing as their terms of service, this cannot be justification for real downtime that is not being admitted to or "shown in Host Gator's logs". I have seen the downtime myself. It is proven at the moment of downtime when sites are inaccessible with no response from the server. I was offered a $24.95 credit to the account on 3/19/15 in accordance with their terms of service for hosting that falls below 99.9% uptime (******* sites ate at 99.7% uptime at the moment); this does my business no service when my customers are at risk and experiencing loss to their online e-commerce presence. --- ******* thread: I messaged HostGator via ******* on March 5, 2015 to report the first 4 outages since 3/1/15. Response from HostGator on 3/5/15: Thanks for the details, we will review and confirm any server issues are resolved. Please let us know if it continues. ^as I messaged again via ******* on 3/9/15: Sites down again Responses from HostGator via ******* on 3/9/15: Looks like our administrators are aware of the issue and are working on that server. We sincerely apologize the inconvenience. Looks like things wrapped up a little bit ago. Normally our admins are rather quick to jump on short issues like that. ^RO Nonetheless, thank you for your outreach. ^RO I messaged again shortly following the above responses, via ******* on 3/9/15: My sites are down again. This is 7 times in a week. Please escalate immediately. What is the ticket number here? HostGator via ******* on 3/9/15: This issue does not have a ticket as it is a server issue and not account level. The conversation proceeded as follows: Josh P******: Is the issue expected to continue? HostGator Support: Unfortunately, we have not been provided with any sort of ETA resolution, but we have our best team working on this. Josh P******: Working on what? What's the issue? HostGator: ^MR Our admins have not had a chance to review your issue yet, until they can we will not know. Josh P******: Down again. 9 times in a week. What's the issue? HostGator: Thanks for getting in touch with us. Can you please confirm one of the domains you're unable to reach? ^jh Josh P******: Come on guys... Everything is in the ticket. Same story, same details. Check the log file I sent you please. http://swheartsongs.com Intermittent issue, ~5 to ~10 minutes at a time. 9 outages in 10 days. Product sales are affected by downtime. I would like this to be addressed by an admin now, please HostGator Please consider we have frequent ******* shift changes and the conversation history is not immediately available. ^jh We appreciate this information and we'll be glad to take another look at the ticket to see about escalation. ^jh -- More information available via ticket communication and monitoring logs, upon request. The current state of this issue is that I am awaiting response for 5 days since the last point of contact.

Desired Settlement: As settlement, ******* ******* requires that Host Gator (1) provide clear detail regarding the root of the issue of managed sites intermittently experiencing downtime, (2) provide complete and lasting resolution to the issue (in that this does not continue to occur once every couple of days), and (3) provide monetary reimbursement for time lost in the owner's pursuit of resolution of the issue, and for damage incurred to sales on client websites, totaling $200.

Business Response:
Good Afternoon,

First and foremost, we'd like to offer our apologies for the recent trouble with this account. To provide more information, regrettably we have been dealing with incidents on a few specific servers where spikes in activity have caused some brief but sporadic instances of downtime. Although our server monitors have been quickly stepping in to bring all services back online, we certainly understand how frustrating this might be due to the recurring nature.

Following the first report of this issue, we did escalate the matter with our system architects who have since put measures in place to prevent similar spikes, however, as the troubles were caused by a few different internal processes on the servers, we did need to watch in real time and correct additional issues as they arose.

Since the initial complaint on the 25th, we have seen much improved performance and we've been keeping an eye out for any reports of trouble from Joshua. I have not heard back on my e-mail to him so we are hopeful that the lack of any recent updates from him is indication that he has not been running into similar trouble. Our server logs also confirm that the server's performance has been much improved over the last week.

In regards to the request for compensation for business losses, currently we offer a 99.9% uptime guarantee which stipulates that we will provide one month of service for any month where the server is down more than .01% of the time. Although it is a benefit that our services remain at a low cost, unfortunately this price point does not allow for us to insure against potential business loss for recompense.

That said, as we understand this situation was more frustrating than typical instances of downtime, we've extended the hosting package's renewal date by 3 months on top of the one month credit already provided. This can be confirmed by logging in at https://hostgator.com/billing then checking the "Packages" section where the new renewal date has been set to 08/25/2016. The previous account credit can be confirmed in the "Account Credits" section.

While this is not the full $200.00 requested, we do hope this provides some financial relief while we continue to monitor the server for any further trouble. I've also setup a direct line of communication between Joshua and myself and have let him know I'll happily escalate any urgent issues should they arise. We also ask that if more detail is needed in the future, that ****** *lease reply back to my e-mail to him, or contact my department at feedback@hostgator.com.

Finally in regards to the ******* logs - we're always happy to help escalate tickets from ******* or field basic questions, however it is not often the best avenue for detailed descriptions. This is due not only to *******'s character limit, but also considering those interactions are not verified to be from the actual account owner, meaning we have to be careful to not disclose specifics on accounts. We certainly understand Joshua was simply trying to get assistance where he could and are confident these options will prove more helpful moving forward.

I hope this fully addresses the concerns raised but if we can be of any further assistance, please let us know.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

Sent: Sunday, April 12, 2015 3:44 PM
To: drteam
Subject: Re: You have a New Message from BBB Regarding Complaint #********

 

Hi,

 

My reply regarding the company's response is below. Please forward and record this as appropriate. Thank you.

 

--

 

I appreciate the company's response. The information given regarding server spikes is not a shock to me, given that our client's sites were continually affected adversely throughout the month of March and we felt this downtime firsthand during the launch of one site and the continual hosting of several others.

 

I appreciate the company keeping an eye on things since and am pleased that the issue has not occurred again since escalation of this issue.

 

The company's response indicates that ******* was not the best outlet to use. Due to the lack of support, I was driven to take whatever outlet I could to resolve the issue. I feel strongly that, based on the lack of quality and infrequency of support responses, the company did not take this issue seriously until over 2 weeks of recurrence after the initial report. I also feel strongly that the company needs to hire and train additional support staff and be proactive about reported issues like this. This is something the company has alluded to themselves. That is, this is not the first time that I have received the standard "We are currently experiencing a high volume of customer requests" response from a support agent. This does not suffice as a valid excuse for losses accrued due to failures in a paid service. When staffing is a continual issue that directly affects client's paid service, remediation must take place, to say the least.

 

I appreciate the 4 additional months of hosting that have . Unfortunately, however, this credit does not resolve the issue for my business in any way. My business has been negatively affected in the amount of $200 as a direct result of this issue and the lack of attention or resolution. A credit of four months does my business no benefit. I must therefore follow through with the stipulation for reimbursement of funds lost.

 

Thank you,

 

****** *******

Owner and President

******* *******

************


Regards,


 

4/11/2015 Problems with Product/Service
4/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been using Hostgator’s web hosting service for more than 7-8 years now. In 2007 I started using their another product called SEOHosting. At the time product was in infancy and They had several issues with payment processing. Chad from SEOHosting suggested me to use the deposit money in advance to avoid billing errors or downtime due to payment processing issues. We had this conversion on SEOHosting’s live chat service (Hosted on LivePerson that time). Going ahead, i deposited around $4500 as account credit from my ****** account. At the time of depositing payment, no terms were mentioned by HostGator regarding payment. After around one year, we stopped using the SEOHosting so they transferred remaining balance to HostGator’s billing account as account credit. The credit was being used for shared hosting services I ordered from the company. Few years ago i asked for partial refund as i was not a heavy user of company’s service. They happily accepted it and refunded. Recently I have opened several support tickets and none of them were answered (Ticket #************, ************). So I had to decide to stop using the company’s service as they no longer offer great support they used to offer before. I asked to stop all subscription i had with them and asked to RETURN account credits which were unused. Surprisingly, the support member told me that they won’t RETURN account credit (Ticket ************). I strongly believe that account credit is MY hard earned money I deposited from ****** account and Hostgator has no right to take them. It will be fraud to hold my money because what I am asking is not refund for their service but i am asking to RETURN my money they owe. I am not asking them to provide me interest on money they hold, I am simply asking them to return original amount. P.S. I can provide additional proof of money deposited, payment screenshots and account credit info.

Desired Settlement: All i want is my money ($582.50) returned back to me as i never purchased anything from that money.

Business Response: Good Afternoon,

We've since had a chance to work directly with ****** on this matter and to provide a bit of background information, we actually no longer allow account credits to avoid situations such as this. At the time the account credits were added, it was stated in our terms of service that account credits are non-refundable which was the reason for the initial denial, however since we are no longer accepting account credits, we've gone ahead and provided a full refund of ******'s payments. I have a direct line of communication with ****** where I've received confirmation that the refund has been received, however if there is anything else we can do to address this situation, please let us know.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

I have received credit back to my account and this definately resolves my issue. I am happy with the solution.

 

3/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have used hostgator as a website host for many years and had no problems until August 2014. I had a number of domains registered with them and one of the account reps suggested I move to a plan that would allow me to have all of my domains on one dedicated server for about $200 per month, but they would give me a half price deal as an incentive to do so and because I had been such a long-standing customer. And that they would move all the domains that I owned at that time over for me. It is now March 2015, and only one domain has been moved over. They continued to bill me for all the other individual packages, not 1 price as promised. They then said I was late on invoices/had not paid, though this is not true because they kept charging my credit card over and over again, they did not renew all of my domain names and my main website domains for my corporation was not re-registered. It is currrently in the hands of another company, in *****, that swooped in to grab the domain name. All attempts to 1-get the service they promised, namely, to move all of my existing domains to one dedicated server for one reasonable fee per month 2-get back my domain names that were lost through their incompetence 3-get a fully functioning customer service portal after they also changed that in the middle of last year-it does not work in ******, ** or *******. have been unsuccessful. 4-Get a refund for all the charges that should not have been paid because the sites should have been 1 server for 1 price as advertised I have therefore been forced to write to you in the first instance to get them to honor the terms of the offer that they gave me. I also want a refund for all the fees that were charged to me for all the months they did not move the sites as promised.

Desired Settlement: 1-get the service they promised, namely, to move all of my existing domains to one dedicated server for one reasonable fee per month 2-a refund for all the fees that were charged to me for all the months they did not move the sites as promised. 3-A refund for all the domain registration fees they charged me for sites no longer in my possession due to their incompetence/dishonesty 4-all legal steps to be taken by them to return the stolen domain name ***************************, which is my registered corporation name which I can't do business without which is currently in the possession of some sleazy ******* marketers because of their incompetence. 5-get a fully functioning customer service portal after they also changed that in the middle of last year-it does not work in ******, ** or *******.

Business Response: Good Afternoon,

We certainly appreciate the chance to address these concerns and have since had time to investigate these reports for a better understanding of the situation. After review, we did find that a dedicated server was recommended and purchased by *** ********, however after that server was purchased, we only received a request to move one hosting package out of the active 11 on her account. Our transfer request form does allow a customer to request transfer of multiple packages at the same time, however we only received a request for 1 package.

We did get in touch with *** ******** in December of 2014 and informed her of this information as well as again in February, at which points we also requested that she please reply back to us to confirm which packages she wanted migrated to the server. Unfortunately the delays in communication coming from the customer side has meant that we do not hear back but once every month or longer and I have not found that the list was ever sent.

That said, at this time we see that the dedicated server has never been in use and it will be more cost effective in the long run to stay on her current packages, so I've attempted to call and e-mail *** ******** to offer a full refund or credit of the amount paid, totalling $1,314.00. Regrettably I have not heard back but I will be watching for her response to my e-mail on her preference in order to finalize the refund or credit.

In regards to the domain name issues, after review we have found that domains renewal costs were not paid for "****************" and "******************", while "***************************" was paid for after the expiration had already occurred. Unfortunately we will be unable to assist with any legal action as these domains were released due to no or late payment, and also due to the fact that we were not contacted for assistance before the domains were released.

The good news in addition to the full refund is that one of the three domains "******************" was not picked up by any 3rd parties, so we offered to re-register this on March 17th, 2015. We have not heard back since then but to be safe, I've gone ahead and re-registered this in *** ********'s name and have confirmed it is online once again.

Finally in regards to the trouble with our new billing system, unfortunately I have not found that we've received any specific reports on what is not functioning in the panel but once we have more information, we'll be more than happy to help with any issues *** ******** is facing.

I hope this fully addresses all of the concerns raised and I'll be keeping an eye out for any response back to my e-mail on how to proceed with the refund or credit.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.

However, it is not entirely factual, as I submitted 4 requests for all the domains to be moved over and was in fact assured on more than 1 occasion that they had been, only to find that they had not and so they were really doubly charging me for the shared server and for each individual account as well. If I kept promising my boss I would do a job, and a month later it had not been done, let alone 8 months later, I would have been fired for sure.

I also complained repeatedly that their new ticketing service did not work well in ****** and not at all in *******, and only intermittently in ******** ********. I would therefore suggest that they look into browser compatibility and again, customer service to resolve all issues customers are trying to resolve. The chat feature also rarely works, which is very frustrating if you have been waiting in the queue for 30 minutes only to get kicked off the call by the interface and have to start all over again.

Thank you for your assistance in this matter and I look forward to receiving a refund and getting back on track with my domains and business.
sincerely yours,

**** ******** ************


 

Business Response: Good Afternoon,

As mentioned in our last update to this complaint, the service requested was provided, however out of the 11 packages *** ******** was hoping to move to the dedicated server, we only received a request to migrate one, which was completed. We went over this information months prior to the complaint but did not receive any follow up indicating she wanted to proceed with the remaining packages.

Regardless, again on this complaint we reached out to *** ******** as we were going to provide a refund, but again, did not hear back to confirm where she wanted the check sent to. We have now heard back two months later on the location she would like the check sent to and have our accounting department handling the issuing and mailing. We have multiple lines of communication setup between *** ******** and ourselves so if there are any further questions on this matter we ask that she please use those e-mail threads or contact our management directly at **********************.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. once the refund check is sent.



 

3/23/2015 Problems with Product/Service
3/20/2015 Problems with Product/Service
3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the 18th of February 2015, I went online to pay my domain renewal for the year. I had found out my credit card and paypal payment option had been removed. As someone who works several 24 hours shifts a week and sleeps on her days off, I find it hard to make time to go out and get a money order to mail in a payment (which is what they were requesting). Not to mention by the time I had a day off, if I had mailed my payment, it would not have made it in time, and the domain would have expired, so credit card or paypal would be the fast simple solution to ensure my payment went through in time and my domain would not be discontinued. I talked to customer service who told me they would look into the issue and get back to me. A few days later I get a ticket resolved email stating to send a money order to said address, which as you can see did not solve my issue or even explain why the credit card option was removed after I've been using it for years. At this point, sending a money order would definitely not make it in time for the expiry. My website is a business, I can't afford to have it down even for a day. So, on the 23rd, the date of expiry, I still have not gotten a response, either explaining how or why my credit card payment option was removed, nor have I gotten any explanation as to why no one on their offices can figure out how to simply add it back on or take a payment over the phone. My domain expired. I make a phone call to Host Gator and to my surprise, I'm now told they won't accept ANY forms of payment towards the account. Check, money order or otherwise. Which is contradictory to the email I got previously. No answer were given other than "the fraud department won't allow it." Now, to clarify, our account WAS compromised 6 months ago, but has since then been sorted out. So when the lady on the phone could not help me nor give me any answers as to what I can do or what is happening, I decided to try yet again on live chat on their website. I spoke to a man named Zafeer for about an hour who would just constantly tell me to "Please bear with me as I'm looking into the issue" only to end the conversation with (and this is a direct copy and paste): (7:21:38pm)****** *.:We will look further into this and will reply back to that ticket once we have reviewed it. You will will hear back from us - we just dont know when? Now, for such a time sensitive issue, for them to tell me you will hear back from us "we just don't know when" just adds to the level of unprofessionalism I've had to deal with. I then decided to call yet again, and was put on hold repeatedly for near an hour, only to be told the young man spoke to his supervisor and billing and they don't have an answer for me, and to wait for a response. Even though I was informed they would take no payment of any kind, I've sent in a money order anyways which will likely be rejected. But I'm losing my domain, no one can give me an answer as to why, and apparently their company has no idea how to take credit card payments or even add that as an option for their consumers. It's extremely frustrating having been a customer of theirs for years and to run into this problem with not a single person who can explain who/what/why it's happening, and no one willing to help. Every day my website is down, I'm losing money, and their company has done, so it seems, nothing to help. I've never seen a situation to where I'm attempting VERY hard to pay my bill and they won't accept it. The most frustrating thing of all this? I can't even attempt to purchase the domain through another company because there is a hold on the domain. So I'm literally stuck, with no options, no answers, and no way to get my website back up. I've never filed a complaint with BBB in my life, or anything else for that matter, I'm usually a passive, or lets say "understanding" person. But when a company literally gives you the run around and tells you "I don't know what's happening, we'll get back to you but I don't know when" knowing my business is on the line and my website may be lost, it gets a little ridiculous and I think more needs to be done about this matter than "Sorry, we can't help.". I hope through the BBB, that hostgator.com will take their customer service more seriously, and get the proper training to handle situations like this so others won't have to lose money/time and deal with the frivolous frustrations that I have. Especially on issues that are so time sensitive and 'should' be an easy fix. If this whole issue has anything to do with the "fraudulent activity" 6 months ago, a simple explanation saying so would be nice, or at least an understanding that I was the victim of fraud so why am I being punished for it? Something as simple as making a payment on my account should not be such an impossible issue.

Desired Settlement: I do not want any credits, I don't want an apology, all I want is my issue fixed and for my domain to be restored and my credit card and paypal payment options to be restored on my account so that I can pay my bill in a timely manner and not have to lose business or my website.

Business Response: Good Afternoon,

We're always sorry to hear about a domain expiring and would be glad to discuss these events further. To provide a brief summary, first and foremost our system automatically sends out an e-mail 30 days before the domain expires meaning there was ample time to address this situation but unfortunately after our response to the related ticket on the 21st, we did not hear back with any follow up questions for 2 days, till February 23rd, the domain's expiration date.

In the complaint I see it was reported we would not accept payment of any type but this is of course inaccurate as it would be illogical to ask a customer to pay for a renewal then provide no option to submit payment. That said, it is accurate that we informed *** ****** that she would need to pay by check, money order or bank wire due to a previous fraudulent charge on the account. There was a report that *** ****** was not aware of why we put this requirement in place however I have found that on multiple occasions *** ****** referenced the fraudulent charge on her account using her credit card and also stated that our agent confirmed this.

Also, there seems to be an impression that we do not accept credit cards for any of our customers, but *** ****** has also acknowledged she has been making payments with credit cards to us for years so we assume she is aware that this is not the case. We never like to make submitting payment more difficult, however in our experience we have found that fraudulent use of a credit card often happens more than once, so we put holds on the account to protect both the credit card holders as well as our company, considering fraud investigations take serious time and cost us funds to the credit card companies.

Finally *** ****** also mentions that she had trouble receiving assistance over the phone as well as live chat on the 23rd but after review, found that the live chat and phone call occurred at the same time so it is not surprising they had the same result. The issue here is that our front line support does not have access to address fraud reports due to their serious and sensitive nature so these issues do get addressed via ticket/email by our specific fraud department.

The domain in question has now been renewed and we've also received the necessary information from *** ****** in order to restore the option to also pay by credit card on future renewals. I hope this fully addresses all concerns but I've also taken over the related ticket to provide a direct line of communication in case further escalation is necessary.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

They have finally resolved the issue after over a week of no answers, being given the "run around", and losing several days of business, however once they issue was resolved, they took it upon themselves to charge my card, after I had already agreed to send in a check, which required yet another call for me sort out.  My main complaint, besides the obvious issue of  not being able to sort out my payment issue, was the *****customer service*****.  Which still to this day, in their passive aggressive BBB response proves to be less than satisfactory.  Yes, my account was compromised,  yes I acknowledged that, but at no point was I told nor did I agree or make any statement saying I wanted my credit card removed, or have it be denied any future payments, and if that is an automatic thing they do on their end, I was not notified of this.  Yes, I was given 30 days notice, but that, once again, means nothing as I clearly attempted to make a payment ahead of the payment due date.  I was a victim of identity theft in 2009 and do not like to have to randomly throw my personal information, especially pictures of my ID through email on the internet, so I was less than happy to do so in order to "fix" this issue of their's which one again they never even described to me until they felt the need to "defend" themselves through the BBB.   They twisted my words around in my complaint and made accusations that are not true, attempting to make me look like an idiot, just to not own up to their mistakes and terrible customer service.  Honestly, if there wasn't a ~30 day hold on domains, I would definitely have switched to a different company and I'm still looking into doing so.  So once again, despite their fluff that no doubt some legal representative of the company threw together to make themselves look better, the bottom line is the entire situation was handled very, very poorly and the company refuses to take responsibility and admit their faults.  So at the end of the day, I expect HostGator to send yet another fluffed up, vague response that makes them look perfectly innocent, but I feel others need to know of this situation and possibly avoid business with them in the future.  I've already share this information with the several tens of thousands of our "followers/fans" and will continue to spread the message not to do business with HostGator.  I will not be reading their response at this point, because the only thing at the end of the day I request that they do, is not treat other clients as they treated me, and stop making excuses for their poor customer service,  and instead do something to fix it.

Regards,

********* 
 

3/10/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I began a relationship with HostGators' web hosting services on 2/15/2015. My intention was to build and host my photography website through their company. I purchased their hatchling hosting plan which included my domain name fees for 1 year. This purchase came with a full 45 day money back guarantee. I also purchased an upgrade from their basic ****** site builder to their PRO ****** setup. After less than a week of having multiple issues with their hosts capabilities and repeated calls and tickets with their support staff I had enough and chose to cancel ALL services with the company. I spoke with at least 6 different support staffers trying to get help with some very basic web building through their control panels during my week with them. Not one seemed to have any idea about the most basic of web building terms, things like *** and ***** etc. 4 of the CSR's told me I should just use a different company to host. 3 of them hung up on me rudely. I followed their protocol for cancellation. I did this on the 22 of February. They sent a confirmation of cancellation request on same. This email stated it would take 24-72 hours to fully process my cancellation. THEN once I received a second email from them confirming said cancellation I would have to submit a written request reply to that email to ask for my refund. Already ridiculous, but I was willing to wait. I checked in after almost 72 hours and still nothing. I called the number and extension given to me in my original cancellation request confirmation. Yet again I spoke with a CSR just as rude and not helpful as the others. He informed me that all I could do was keep waiting and that they are backed up right now so it might be even longer than the 72 hours I was told and that their policy states. I let the 72 hours come and go. Still nothing. It has now been 4 days, nearly 5, and I still have received no further contact from their company. They have failed to post the refund for the ****** *** which they were said to be doing 4 days ago. They also double charged that ****** upgrade so am waiting for BOTH to be resolved and again, they said they were being refunded a week ago, but aren't. And the rest of my service cancellation for the domain name and for the host services seems to be lost in perpetual limbo. I made another call just today (well after the 72 hour wait) and after mentioning I was going to be making a BBB report the CSR was a bit more receptive. Still however nothing has been taken care of and I've again been told to just "hang on". I have never come across a less professional, harder to deal with company in my life. Their phone support and live support chat staff are unhelpful and rude and act as though you interrupted their video game whenever you attempt to get assistance. If they become stumped, they just hang up on you; when they don't straight tell you to use other companies. And trying to get your money back through their "GUARANTEE" is a total joke and MASSIVE headache. This company shouldn't even be in business.

Desired Settlement: I just want ALL of my services and purchases completely CANCELLED and to receive the FULL refund for everything. I want every dime I have paid them put back onto my card and to be done with this company forever. An apology via email is also due in my opinion at this point, but if I could just get them to do the part they agreed to do, the cancellation and full refunds, I would be happy with that alone.

Business Response: Good Afternoon,

We've since had a chance to review these concerns and have contacted Ms. **** directly to go over the situation. After review we were sorry to see that the three calls to our staff were not handled with the level of customer service we expect from our agents. Ms. **** did end up working with two of our newest employees (one agent spoke with her on two separate calls) so it is clear we will need to spend additional time working directly with these individuals.

We also found that unfortunately the cancellation ticket was responded to a number of times which unintentionally moved her place in queue backwards. This is not the intended functionality of our system and we have our developers working to correct this as quickly as possible.

At this time we have refunded all payments made back to Ms. **** and in appreciation for her letting us know about the poor experiences, have offered to allow her to keep the domain registration free of charge (registered for 1 year) and also have offered free hosting if she should ever decide to work with us again.

I hope this fully addresses the concerns but I have also setup a direct line of communication between Ms. **** and I in case of any issues with the refunds or if she should decide to take me up on either of my offers.

3/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been using Hostgator to host my business website, www.******************* for over 3 years now. On Wednesday 02/04/2015 at 11:10 AM I received an email from Hostgator indicating my "account has been abusing CPU resources for an extended period of time." I forwarded the information to my web designer, who promptly began following up with them. The same day, seven hours later at 6:10 PM I received another email informing me my "account has been abusing CPU resources for an extended period of time and has been disabled in order to ensure continued performance stability of the account and server." Their recommended solution is to upgrade to another service and spend more money. Which I would be ok with, if they would give me an explanation as to what specifically is causing the problem. Today, Friday February 6, 2015 at about 9:30 AM I called Hostgator and spoke with customer service rep Stacy R. She also would not provide me any other information other then reiterating to me what was in the emails. When I asked her to speak to a supervisor, she refused to put one on. I asked her if she was refusing to let me speak with a supervisor, and her response was no sir I am not, you just have to online and make a request. I asked again to be sure whether she was refusing to put a supervisor on the phone, and again she claimed she was not refusing, but would not transfer me to one. Just now, at about 9:50 AM, I received another email from my web designer. He just spoke with them as well and was left with "no promises from them on unblocking your site, so let's definitely move forward with Bluehost." So this company I have been diligently paying every month for service, out of the blue shuts my site down and now is doing nothing, from my point of view, to explain or correct the problem.

Desired Settlement: I would like a refund for the down time, as well as compensation for the amount of time my website has been down.

Business Response: Good Afternoon,

We always appreciate hearing back from our customers but we were sorry to hear Mr. ******** has had such a rough time receiving assistance with this situation. I've now had a chance to review the calls and e-mails related to this complaint and have found that as reported, we were forced to temporarily disable the site due to the strain requests for the site were causing on the server and therefore all other customers on this server. We never like to issue these temporary restrictions but they are necessary from time to time in order to ensure server health and data integrity for not only Mr. ********'s site, but all other customers on the server.

That said, during mr review I have found that it is most likely the frustrations caused by this situation were mainly due to the delay in our server monitor's response time to Mr. ********'s ticket/e-mail which could have been prevented with a quicker response from our server monitors. Our management is very aware that the waits on these tickets have not been near what we would like and to combat this, we've been hiring non-stop for a number a months and also have internal plans in place to make more of our administrators available to more immediately resolve spikes in CPU use, similar to what has occurred here.

We were also sorry to hear that Mr. ********'s last call was so upsetting and after listening to the call, found that our agent did not offer the level of customer service we expect, and also did not properly communicate our process for when a supervisor is requested. We have a good number of supervisors here at HostGator but even then, if multiple requests come through at the same time, we ask that a ticket is created so we can work through the current requests, then call our customers back so they are not waiting on hold indefinitely. We've forwarded along these findings to our agent's supervisor and will be taking appropriate action to ensure our expectations and policies are met and followed moving forward.

At this time I have credited the next two months of service for Mr. ********'s account so we can continue monitoring the situation and make sure all CPU usage issues are resolved. I have also contacted him via e-mail so he has a direct line of communication to me in case any issues need a bit of escalated attention.

I hope this fully addresses the concerns raised in the initial complaint but if we can be of any further assistance, please let us know.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

I did receive an eMail from HostGator support apologizing for the situation and about a $18 credit to my account. Unfortunately this is useless. If every company could run their practice as they did in this instance, apologize later on and move on we would not need the BBB. I have already switched my website to another provider. It took less time to do that than for them to resolve the issue. And it cost me an additional $300 in professional fees to my web designer. Please understand sorry and $18 is a slap in the face.
HostGator can do what they like at this point. I do not accept an apology and minimal refund as proper solution to this matter.
Regards,
****

 

Business Response: Greetings,

We were sorry to hear that our response has been rejected and have followed up directly with Mr. ******** to discuss this further. Unfortunately we have received no response to our e-mail in a number of days. To revisit the situation, although we never like to temporarily suspend sites, we did find that the site was exceeding the agreed to CPU limit on the account which meant that we had to take immediate action in order to prevent all other customers on the server from experiencing downtime and possible data corruption.

When a temporary suspension due to CPU abuse is in place, the downtime does not qualify for our uptime guarantee ( http://support.hostgator.com/articles/pre-sales-policies/rules-terms-of-service/uptime-guarantee ), however as a courtesy for the delay in getting back to Mr. ******** with additional information, we provided 2 months of credit, doubling the agreed to compensation for downtime.

This credit was rejected since the domain is no longer pointing to the account with us, and the rejection mentioned $300.00 paid to hire a 3rd party developer. Considering that we were not given an opportunity to discuss or negotiate payments with a 3rd party, we would be unable to compensate for this decision. As we understand the service is no longer being used here, our most recent response to Mr. ******** offered to change the account credits into refunds and extend an additional month if full cancellation is requested.

If we can provide any further clarification on this situation please let us know.

3/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Total and complete outage of internet sites for more than five days, continuing at the time of this filing. Multiple chats, emails, and phone calls have not resolved the issue. Outline: received a notice indicating that my web server was utlizing too much CPU. Apparently, the server was spiking due to a requests from external sites (that I do not control or have any affiliation with, I simply has hosted a couple of very small ** files that were linked to). Instead of popping an error message when the files were deleted, it was causing huge issues. But I didn't know this, and they weren't helpful in resolving it. Once I found the issue, I was able to resolve it, but my service was still down.

Desired Settlement: I'd like a complete and total refund for all hosting costs, and potentially damages for the time my websites were down (direct losses of $300-$500/day).

Business Response: Good Afternoon,

Thank you for alerting us to the unfortunate situation with your Terms of Service violations.  While they are indeed violations and something that resulted due to your site’s configuration, I definitely understand the frustration you’ve experienced and want to do what we can to make right on the matter.  I’d like to outline specifically what was violated, briefly touch on the solution, and then finally what we can do to move this all forward.

Though noted in the compliant initially that you’d resolved the matter completely, after reviewing the ticket history I see you continue to receive suspensions even after submitting the complaint, signaling you in fact had not resolve the root of the problem.  To clarify what was violated for the BBB, when you signed up for the account you accepted our Terms of Service agreement, which can be referenced here:  ****************************  Contained within that agreement is an Acceptable Use Policy which further outlines what is and isn’t considered acceptable resource usage, which is where your account ran into problems.  That portion of the TOS can be found here:  ************************************************** and makes it clear that any account or site utilizing more then 25% of the servers resources at any given moment will be suspended and require optimization.  I apologize if this portion of the agreement was overlooked when you accepted it at signup, however we were perfectly up front as to why this happened within the ticket when the issues first started.

Having audited several of the tickets relating to these violations, I understand that a senior admin was finally able to pinpoint the actual cause of the issues the morning after your complaint, and corrected a filename which seemed to have the wrong case in relation to the link which was responding with a 404 error.  Though we’re happy to spend time and address the matter which does come at a cost for our support, that’s really something that falls to the customer as their responsibility as we simply don’t have time to go through each and every TOS violation in an effort to correct what are problems the customer has introduced into the environment.  That said, I’m not interested in placing blame on you either, as these issues are not always obvious or really the type of problem I’d expect most customers to catch just on an initial survey of the scene,  but at the same point we do have a duty to monitor the servers and keep them stable given these are shared with other users.

Moving forward while I understand that you’d like to be compensated somewhere to the tune of $2500 between losses and the full refund you’ve requested for what was basically 5 days of intermittent downtime, that’s simply not going to be possible as we’re not liable for damages you claim to have occurred through use of the service for any reason.  That’s a point that our Terms of Service outlines as well in Section 26. Disclaimer.  Though we won’t be able to compensate quite to the degree you feel is reasonable, I would be happy to honor the 99.9% uptime agreement.  Though that agreement doesn’t really protect you in instances where you or your account have caused the downtime, I definitely realize the plight the suspensions cause and it’s a very real impact in some cases.  At this time, in the interest of being as fair as possible, while the agreement provides a month of credit, I’ve gone ahead and applied a 3 month credit towards the affected account.  The credit will apply itself to any future invoices, but if you have any additional questions or concerns please let me know.  Otherwise at this time given it appears the TOS tickets have ceased after our admin resolved the filename issue, we’ll consider the matter closed.

Best Regards,
****** ******
******** ** ******** *******
Hostgator.com

2/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hostgator provides me with web hosting services and I purchased my .ca domain (www.************************.ca) with them a few years ago. It is up for renewal every year on December 17. They are resellers for ****.com, which is where they registered my domain for me. If a domain name is not renewed by paying the 25$ renewal fee before it's expiration date, ****.com provides you with a 30 grace period to pay the renewal fee before your domain goes into redemption, at which time, your domain is deactivated and a $90USD redemption fee is charged if you want to reactive it. Last year, Hostgator set up an account for me at ****.com, so that if I wish, I could manage and renew the domain directly with **** instead of through Hostgator. My email and information were added to the administrative contact info but Hostgator would remain as the main account holder. This past December, I began receiving expiration and renewal notices for my domain from Hostgator (domains@hostgator.com) and signed by Hostgator. There is no mention of **** in these emails. The first email stated that the renewal fee would automatically be charged to the credit card on file. I did not have a credit card on file with **** or Hostgator at that time. On november 18, after receiving a notice that there was no account credit card and one needed to be added to my account so that the domain could be renewed, I logged into Hostgator and added my VISA number. On December 3, I received another notice from domains@hostgator.com stating again that the credit card on file was declined or expired (at that time, I did not have the funds for the transaction to go through). On December 15, receive the same notice that the card was declined, but knowing the funds were there, I checked my statement and confirmed that the transaction should have been approved. So I emailed Hostgator's support and told them that the credit card on file should be OK for the domain renewal fee transaction, but that it wasn't going through. There was no invoice for this in my account, so I told them if they created one , that I could pay it manually through Paypal (as I do for my monthly hosting charges). They responded telling me that an invoice had been generated and to get back to them once it was paid. I paid it immediately, but didn't respond right away. I was sent a confirmation email of my payment. On december 20, I receive another email from domains@hotgator.com, stating that my domain had expired, so I responded immediately saying that the renewal fee had been paid and included a copy of the confirmation of payment email. On January 29 2015, after noticing that my email and website were not online, I contacted Hostgator through livechat. The tech told me the domain had gone into redemption because the renewal had not been paid. He generated a support ticket and an invoice for the redemption fee of $90 and my credit card was automatically charged. I told him I had payed it on December 15 and he confirmed that this was correct. So he told me to respond to the ticket and go through them to resolve, but that I would be refunded for the redemption fee. After much back and forth with the billing department, they have refused to refund me for this charge, and their justifications for this are completely unfounded in my opinion.

Desired Settlement: I would like to be refunded the $90USD redemption fee which was billed to my credit card by Hostgator and I want them to pay the fee.

Business Response: Good Afternoon,

As was emailed to you earlier, while this situation is the result of your own negligence regardless of your dispute of the situation, given the time you've spent trying to resolve the matter at this point it's no issue to just offer the refund and move on, which has been processed as discussed in ticket #************.  Having provided that refund I would like to again re-iterate the point that you violated the Domain Registration Agreement and also neglected to contact us once it was clear the domain expired, till it was in redemption 30 days after the fact which is not something we can affect or avoid.  What we can offer though and did last year when this first happened is an **** retail account in which you can process the renewal yourself. 

That was offered to you at a a cost to our company after you pushed the entire blame off on us, and while this year's incident is a repeat of what you've already been though, I think it goes without saying that you need to take responsibility for your domains and ensure they get renewed in the future, exactly as is outlined in our Domain agreement as your responsibliity.  While I understand it's easy to point fingers and place blame on our staff or "the confusion" you stated resulted through our process, we handle hundreds of thousands of domain renewals a year and can say with full confidence that the system works properly when the client assumes responsibility and handles their business as we've outlined. 

I want to also make it clear that this will be the last and final time we assist you with the situation as well, given we're not at fault for the oversight on your part and while we're happy to right this for a second time given the confusion you've noted for a second year in a row, this will not be the case should this come up a third time, when I know very well that you know better.  While I can't imagine this will likely be repeated, we were also of that opinion last year and will act appropriately should the matter surface again.  We cannot and will not continue in this fashion if you're not willing to meet us have way and assume some sort of responsibility which you accepted during signup when the agreements were acknowledged.  As promised your refund for $90 has already been processed this afternoon and can be expected within 5-7 business days depending on the time it takes your card issuer to process the payment reversal.  If you have any additional questions or concerns please let me know via ticket # ************.

Best Regards,
Joshua ******
Director of Customer Service
Hostgator.com


2/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been experiencing months of hosting service from HostGator where the server is going down numerous times. Each time I call support, chat with live support, or submit a ticket the issue remains unresolved and the tickets get put "ON HOLD" and remain un-resolved. Each time I talk to support on the phone they are courteous but they can never give me any answers as to why the issues have not been resolved and what the cause(s) are for the frequent problems with their services. They also require me to be on hold for 15-45 min each time I call. When I ask for a supervisor I am put on hold for a long time and they end up saying that none are available. I spent 45min on the phone with support today. I submitted and updated un-resolved tickets today. I also emailed their feedback email for help & answers today to no avail.

Desired Settlement: I want the downtime and email problems resolved, I want to not have to call in to get credited for all of the downtime that my servers have experienced, and I want a call from the lead supervisor(s) who are over the re-seller hosting to update me on the progress and to explain why I have been receiving such poor services.

Business Response: Good Afternoon,

Thank you for contacting us through the BBB.  I’m sorry to see the trouble our support delays as of late have caused you, though we are definitely aware of the staffing issue and working to address that as promptly as we can.  Taking a look over your account, I see that your tickets have been escalated to my customer service manager, *******

Just to summarize for the BBB, it appears the server this account is hosted from has been experiencing some recent performance related issues which is in turn preventing us from meeting our 99.9% uptime guarantee.  While a month’s credit is great when the guarantee isn’t met, as has been noted it is sort of a pain to contact us currently to receive that, and ultimately it’s not a solution which is our goal here.  I’ll keep an eye on ticket ************ as ****** works to schedule a migration to a different server.  It shouldn’t be an issue to schedule that off-peak and around your clients given the situation, and I’ll also ensure she provides you full account details before hand as it appears you’ve requested today in the ticket.

I believe she’s currently waiting on a migrations admin to arrive for their shift today, but once he’s in shortly they’ll get the process underway and scheduled with you.  If there’s anything that I can assist with directly during this work please feel free to request me through that ticket and ****** will make sure I’m made aware as promptly as possible.  Look forward to getting this resolved for you!

2/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On November 17th, 2014 I made a payment in the amount of $481.15 to pay for 3 years of shared hosting. At the end of January 2015, I received an email that my jscooperauthor.com website domain needed to be renewed. I contacted hostgator via online chat because I didn't see a invoice when I logged in. I asked the lady to bill me for the 10 years, $150 cost so that I didn't have to worry about paying the invoice every month. She said she was unable to bill me for it because I had a credit balance of over $400 on the account and that the invoice was automatically deducted from the credit balance. I said that balance was for my hosting plan and shouldn't be used to pay the domain name. She said it will be used to pay whatever comes up. I said I want to pay the domain name off separately for my own billing purposes. She said I can just pay when my credit balance runs out. I said that is not what I want as I have records to keep. I was then rude and said "are you dumb? you aren't even listening to me and what I want. Awful customer service." And then I disconnected from the chat and rated the chat. Two days later, I wake up and see that I have been charged for some new private servers and website domains. I try to log into my account and the password no longer works. I then call the hostgator number and have been told that my email address has been changed and two VPS accounts have been set up under my name: *** ****** - ********************** VPS ****** - ********************* and a website dizipub.co and I have been charged ******** Multiple Domain Registration (1 Domains) 2015-01-25 2015-01-25 $39.90 38198361 VPS-****** ********************** 2015-01-25 2015-01-25 $95.96 38198396 VPS-123789 ********************* 2015-01-25 2015-01-25 $503.52 And now my payment of $481.15 has disappeared and so has the credit balance from my account. I am extremely displeased, worried about hacking, my security and my personal information and no longer trust Hostgator with any of my information. I DID NOT CREATE THESE NEW DOMAINS OR VPS. AND NO ONE ELSE HAS ACCESS TO MY ACCOUNT. PLEASE TAKE CARE OF THIS SITUATION ASAP. I also want to make a formal complaint about the lady I spoke to the other evening via website chat. ****** ************

Desired Settlement: I would like an apology, billing adjustment and a promise that this will never happen again. I want my account monitored and if I see any further fraudulent charges on my account I will take further action and go to the news and newspapers.

Business Response: Good Afternoon,

Thank you for bringing this unfortunate situation to our attention.  I apologize for any frustration and inconvenience you may have experienced recently, however after an initial review of your support and ticket history I see from our ticket notes that some of the details you’ve presented here don’t seem entirely accurate.

Though there are discrepancies in what you’ve stated and what we’ve accounted for, as well as a lot of unnecessary finger pointing at our staff for issues they didn’t cause, I do see that one of my customer service managers has since been involved and is working to assist you with your cancellations and the appropriate refunds.  While it’s unfortunate that you didn’t simply contact us in the first place via feedback@hostgator.com when this started, it’s good to see your support ticket escalated to my team where it will be in good hands, but also addressed as promptly as possible.

Going through the open ticket HAS-******** I see that **** did assist with getting your packages cancelled and appears to be waiting for a response and confirmation of which domains you wished to retain active and those which need cancelled.  Once that’s all squared away, we’ll ensure you are refunded fairly should a refund be appropriate at that time.  Should you have any further questions or concerns though with the situation, beyond ****’s attention to the matter please feel free to contact me directly *******@hostgator.com.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

2/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hostgator/************** provide a continual source of spam, fraud, phishing, viruses and general email abuse, all in violation of ********. Reports of this apparently fall on deaf ears because nothing is ever done to stop it. Attempts to use their online reporting form are rejected as the form does not function and never sends the reports.

Desired Settlement: I would like to see this spam house shut down and heavily fined. If I never receive another email message from them I would be very happy. They are a major detriment to my business day and impede the operation of my business.

Business Response: Good Afternoon,

We appreciate the chance to discuss this complaint however we must begin by clarifying that HostGator.com is web hosting provider who provide e-mail services to hundreds of thousands of individuals and organizations. The spam Mr. ***** is referring to was sent by customers of HostGator, not by our organization directly.

Contrary to what the complaint states, HostGator does scan outbound e-mail in attempts to block any messages that look like spam, however the nature of spammers is to attempt to test what can get around these types of filters and to continue spamming until we shut down the account or update our filters to block those messages. We have a zero tolerance spam policy and as soon as we receive any report of spam coming from an account, we do take action as outlined here :

http://www.hostgator.com/mailpolicy
http://www.hostgator.com/tos/acceptable-use-policy
( Section D. Zero Tolerance Spam Policy )

We must also point out that we have continued addressing each of Mr. *****'s reports of spam as they come in, even though we have been met with vulgar language and continued insults and written abuse of our staff members. If Mr. ***** has had any issues with online forms, abuse can be reported via e-mail as he has done in the past via the following addresses :

abuse@hostgator.com
********************** **** *** ********* ****** ********

Through our investigation of this matter, we have also noticed that the e-mail address being spammed is available publicly online in multiple locations including Facebook. We would recommend taking action to remove all public listings of this address as it is a common practice for spammers to crawl the web looking for e-mail addresses which are then added to directories to facilitate further spamming.

In summary, the messages received are not being sent directly from HostGator as an organization and we will continue to handle any reports of abuse of our network as they are received.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

From: ***
Sent: Sunday, February 14, 2016 10:03 AM
Subject: Re: You have a New Message from BBB Regarding Complaint #********

The garbage has not stopped.  Most recent message claimed to be from the ***, with an attached virus.  It was followed by some inane ********* request or something along those lines.  A phone call to Hostgator put me in touch with Kavrin who basically refused to do anything.  So much for always being able to call and get resolve.  In my personal experience Hostgator is nothing but a spam haven.  I've never received anything other than garbage or excuses.  I'll continue to file formal complaints with **** *** and ***** ******** ******* and I will also forward the offending message to Hostgator.  Companies like Hostgator have basically negated a very valuable communication tool with this trash.



Regards,


 

2/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Took money out of my bank account without authorization. When called in about this was told they would fix it. The next day I was charged another ten dollars. I called again, I was hung up on. When I called again demanding a refund it was not given. This company had not been done

Desired Settlement: I want my refund and to not be bothered by them again.

Business Response: Good Morning,

Thank you for bringing this situation to our attention.  I’m sorry to see the frustration that’s resulted through our cancellation process, however I’ll be happy to ensure this gets addressed.  Looking over the billing and only recent ticket for the account(QJK-32698758 created on 1/30/2015 when you contacted us), I see that we did assist you with a cancellation and offered a full refund($39.96 and $41.96, the $10 you mention was invoiced, but not billed) for your first two months of payments on 1/31/2015.

Going back through our call logs I see that you did call on 12/29/2014 at 11:03pm, however only remained waiting for a few moments on hold before disconnecting the call.  If you’re able to provide reference to the call you made in December where you claim to have cancelled the account I’d be happy to review that, however we actually do not allow account cancellations over the phone which our Terms of Service outlines.  There also isn’t a ticket of any sort referencing that contact previously.  We require that all accounts be cancelled by the cancellation form on our site or via ticket, which again there is no record of after a review of your account.  I’d like to also make it clear that our Terms of Service does indeed outline the fact that payments are made recurring month to month via the credit card saved to the account.

While it’s unfortunate that I’m not able to account for exactly what you’ve claimed has happened, it seems perhaps that the account was never cancelled previously.  I realize too that you’re frustrated, however I want to make it clear that your tone towards our staff over the phone is unacceptable.  Additionally, after reviewing your numerous calls to us on the 31st, I’d like to make it clear to the BBB that at no time did our staff hang up on you.  You repeatedly called in and were uncooperative as our staff asked for ticket #’s, additional information, etc to try and assist you.  They were met however with anger and a general lack of cooperation, and having listened tot he calls I think handled you pretty professionally.  

Moving forward I would recommend that you educate yourself as a consumer when doing business with new companies and make a point of better understanding the Terms or contracts involved.  Most of what you claim we did to slight you here, was put in writing which you agreed to during signup.  I’m also not sure why you necessarily feel it appropriate to misconstrue the details in this situation, but given you’ve been provided a full refund at this time, we’ll consider the matter closed.  Please feel free to reach out to me directly via your cancellation ticket QJK-32698758 if you have any additional questions or concerns.  I’ll keep that assigned to myself, so please feel free to reach out if there’s anything at all I can assist with.  I’m sorry again for the trouble and whatever you feel we did to cause such dissatisfaction here.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

2/12/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Host Gator Ticket: ************. Since ******** at least two of my sites have been hacked and redirected to XXX ***** sites. Contacted Hostgator through email, livechat and phone. They said the issue would be resolved in 8 days. After recontacting through live chat and email I was told that they are scanning for malware and they do not know when it will be done. They also said it is highly unlikely that they will refund my host fee even though services are not being provided and my clients have refused to pay me since their services are not being delivered. Contacted again by email on *****, *****, and ******. No reply at all. Tried live chat and phone also. The wait time is over 1/2 hour and no definite answers.

Desired Settlement: I would like a full refund for the past months hosting of $***** because my clients have stopped paying me.

Business Response: Good Afternoon,

Thank you for bringing this situation to our attention.  I’ll be happy to assist you with the situation, and would like to apologize for any frustration our security team’s turn around may have caused, however at the same point after a review of your contacts and ticket history, it doesn’t appear you ever contacted ********************** so we could assist you with resolving this prior to filing a BBB complaint.  The BBB complaint process asks that you do this, and while unfortunate this didn’t occur, which likely would have led to a more prompt resolution, I’m happy to review and address this with you.

Looking over the security ticket I see that you reported compromises on the morning of *****, then a second site compromised the following day on *****.  Finally around midnight of that night, certainly before 1am on ***** our security team completed their scan of the accounts and provided you an explanation regarding the matter.  I’m not sure if their response wasn’t received by you given you then responded 7 days later asking why it wasn’t resolved, however I’m happy to include their email at the end of my response as reference.

As you’ll note from their email to you, the sites were compromised as a result of you not keeping ********* installations current and up-to-date.  This is a huge security concern, and something that you really need to pay close attention to, as I can assure you this can and will be repeated if and when the server is outdated and vulnerable again in the future.  Though this may not be something you realized you needed to be lending attention towards, hopefully through our communications we can ensure your responsibilities are clear and not overlooked in the future.  Should further compromises occur, as noted in the ticket response we may indeed need to charge you an admin fee to clean the accounts, given the situation is entirely avoidable.

Moving forward please just keep an eye on your software and this shouldn’t repeat itself, but in regards to the compensation you’ve requested I want to make it clear it’s not our responsibility to compensate you towards losses experienced when your customers refuse to pay you through something that resulted due to your own lack of action.  This was entirely avoidable with regular site maintenance, and is your responsibility given it’s software you placed on the server.  Having said that, I do want to be as fair as possible with you and have gone ahead and credited your account for a month of service.  We unfortunately did not refund while compensating for troubles, but the credit is available and will automatically apply itself when next month’s invoice drafts in the system.

As for your ticket and request to scan the other hosted accounts within, I did also ensure that a security supervisor is aware and working to escalate that for you through a senior admin.  I don’t believe the previous admin on ***** noticed that request which I apologize for, but it should be in good hands now and receive a response very shortly.  Should you have any other questions or concerns regarding this please let me know.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

1.  This is the second time I have had a major issue with Host Gator's inadequate customer service.  

In ******* ****, I was about to contact the Better Business Bureau and file a complaint against "Billing Administrator" ****** ********, discontinue my services with Host Gator, and stop referring them to all my clients.
When asked for help on how to create a ****** subscription for my IP address fee, ****** gave me vague answers at least twice and did not address my issue at all.  
After contacting live chat agent, ********. (who was actually really helpful), I was notified that the reason I was having a difficult time paying the invoice was that it was not created in the first place and it was prepaying my hosting invoice instead.

My last email to ****** was asking for step by step instructions on how to pay.  She did not answer my email at all and my account was simply suspended.  I found this highly unprofessional because I made it very clear that I wanted to pay the invoice and simply could not because of an error on Host Gator's part of not creating the correct invoice in the first place.  The only reason I did not file a complaint then was because ******* *. was so helpful.  So I gave Host Gator another chance.

2. I do not appreciate the lack of responsibility Host Gator is implying regarding my extensive communication efforts and the lack of communication on their part.
The statement, "it doesn’t appear you ever contacted ********************** so we could assist you with resolving this prior to filing a BBB complaint.  The BBB complaint process asks that you do this, and while unfortunate this didn’t occur, which likely would have led to a more prompt resolution" is very misleading.  I made more than adequate successful effort in calling, live chatting (and waiting!), and emailing customer service (with my specific ticket number attached instead of the generic ********************** address).  My last email dated ******* *  (with ticket number attached for clear communication) stated that I would be contacting the BBB if I received no response.  And I DID NOT receive a response by ******* **.  

Furthermore, there WAS NO email received on *****/** regarding their security team completing their scan of the accounts (I found it strange that the email was also not attached as ****** said it would be) and I DID NOT receive an explanation regarding the matter.  BBB respondent for Host Gator, ****** ******, implies confusion regarding why I responded 7 days later asking why the matter wasn’t resolved.  However, this is because I was told by live chat agent that the matter would be resolved in 8 days.

3.  Host Gator Director of Customer Service ****** ****** implies a redirection blame for their "outdated and vulnerable" servers.
"The sites were compromised as a result of you not keeping ********* installations current and up-to-date.  This is a huge security concern, and something that you really need to pay close attention to, as I can assure you this can and will be repeated if and when the server is outdated and vulnerable again in the future."  

Again, while I am a very reasonable person, the lack of communication from Host Gator prior to the BBB complaint and ****** ******'s redirection of responsibility and insinuated blame are highly distasteful...especially when I saw on Host Gator's logs that they are undergoing severe maintenance and was told by another live chat agent that Host Gator has actually been inundated by viruses and malware from ********* sites using the Revolution slider plugin.   

I would like a refund not a credit.  I will be terminating service with Host Gator because of their poor customer service and therefore a credit will not be helpful.  I would like to terminate service on my own timeline and not be forced by Host Gator to do so.  
Regards,

***** *****

 

Business Response: Greetings,

Given the complete lack of responsibility it seems you're willing to accept for your client's sites, and the fact that you left them out-dated in an exploitable state, perhaps it's best that you do look for another host at this time. Honestly we’d prefer not to host such resellers as this does open our network to obvious issues over the long term, while your sites site exploitable open to further attack.  I'm sorry to see this happen, and while we did certainly overlook your initial request to scan your other accounts, the ticket was escalated earlier today once we were made aware.  To be clear we do certainly sympathize with the inconvenience experienced during this situation, and want to make it understood that our tough stance isn't simply to shrug off responsibility on this end, but hopefully better educate you as a consumer/reseller so you can avoid future compromise and hacking attempts which are obviously costly now that you're clients have refused to pay you this past month.  The good news is that it's totally avoidable with a little pro-active effort.

I'm also sorry to see this come up so late after the fact, as I can assure you this would have been addressed sooner.  Without any report of concerns though for almost a month, there's little more we can do at this time, other then ensure the work is completed and a credit offered, which occurred yesterday as a courtesy given the troubles you’ve experienced recently.  I think that's pretty fair given you could have avoided the hacking all together by keeping the software up-to-date, but clearly you disagree and wish to argue that we’re responsible for the damage your negligence has resulted in.

In regards to the scan that was completed yesterday evening after we were aware and had the ticket escalated, I'd like to point out that once more your software was found to be out of date.  Due to this discovery, while I’m sure that likely won’t change your stance on this either, I do really want to encourage you to keep your software up to date.  I'd like to again make it clear as well, that I'm offering this recommendation with you and your client's own well being in mind.  Not to throw salt in a wound as you've stated is my interest..  Let's please focus on the matter hand and keep personal feelings aside, as again I'm offering this advice simply to help you avoid future problems, not fatigue communications further.

Having touched on those few points once more, I'm really not interested in wasting more of your time arguing over these points and would be happy to offer you a refund as requested once you're ready to cancel the account in your own time.  Please just email me at ********************* when you're ready, and if you require time beyond the current credited period, please let me know and I’d be happy to extend this for you.  I’d also be happy to create backups of your accounts should that help move this along with less haste, please just let me know.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

****** ******,


You are a highly intelligent man and I greatly appreciate the fact that you helped escalate my request and that one website was scanned and cleared.  I, however, am extremely good at interpreting tone and meaning behind communication.  I do not appreciate the tone of your messages.  Please do not do that again.  

The reason for not accepting this response is because the rest of the websites on my account have not been scanned and cleared as promised.  Thank you for offering to create backups of all my accounts.  This is very much appreciated.  

Regards,
***** *****

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

Deepest apologies.  I have not received the backups or the refunds.  Once these are received, the business response will be accepted.

Regards,
***** *****

 

Business Response: Hello Again,

I just wanted to check in on this one as it's been several days since I reached out.  We're sort of in limbo with this till the customer confirms she's migrated her accounts and cancelled everything.  I'll send her an email to check in, but just to briefly summarize the situation again:

She came to us in *** with reports of compromised sites.  Those were scanned and we discovered she was running out of date ********* installs on most of her resold accounts.  That's pretty concerning for her clients as a reseller as she should be taking care of those software updates, however after a delay with our security queue she demanded credits, which I offered and she later turned down stating she was cancelling.  I agreed to provide her a refund back several months and get backups archived for download, however she never responded to me for assistance.  Several days after that she did call in, and our frontline staff backed up her accounts, but we've then not heard back in 10 days. 

Given this situation resulted from her own negligence and could have been avoided had she done her due diligence and kept the software current, I'm just concerned with our accreditation rating being held over the fire while we wait for her to make arrangements, migrate and cancel.  I think we've been pretty fair given she's complained in the past as well, but we'll definitely get her a refund when she's ready.  Just getting a bit anxious since it's now ******** and still unresolved on her end.

 

Best Regards,

****** ******
Director of Customer Service
The Endurance International Group
Hostgator.com — http://support.hostgator.com
Follow us on twitter — @Hostgator and @HGsupport

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

Have moved to a new host.  Please send refund from ******** and close out my account.  

Regards,


 

Business Response: Good Morning,

Thank you for confirming you've moved your sites and created a cancellation request ************.  I've passed that to a retention supervisor so the account can be cancelled and a refund processed for ******** as previously discussed and promised.  Please keep an eye out on the open cancellation ticket, and once that refund has been made they'll provide you a written response confirming as such.  If there's anything further we can assist you with, please feel free to reach out directly in the ticket.


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

Received refund notice via ******.  Did not hear anything from customer service regarding ticket and if my account has been permanently closed.  Please verify so I can accept the offer.

Regards,


 

Business Response: Hello Again,

Thank you for your response, though your on going lack of patience is unfortunate to see given the amount of time we've provided you to migrate your accounts over the past month free of charge.  To be honest while we don't owe you a refund, given this situation resulted entirely from your own negligence and could have been avoided had you simply kept your software up to date, to confirm you were in fact issued a refund as promised and the account closed yesterday (********) as of ******* CST.  Had a little more patience been exercised, you'd have been aware of that given we did send you a response, though once more you've rejected our efforts to resolve this.

We wish you the best of luck going forward with your new host, however would like to also make it clear as of this time that any future hosting accounts with us will not be considered as a result of your repeated BBB complaints, all of which have been addressed professionally up to this point with little to no understanding from your end.  The response from yesterday's ticket is included below, and will consider the matter closed as of this time.

******** *** ********** ******** Reply Number: 2

Hello,

We have canceled ********* : changsites.com ***************). This package will no longer be billed.

Your refund has been issued. Please note that any credit card refunds may take anywhere from a few days up to two weeks to appear on your bank statement, depending on your bank's processing time.

When you are ready to come back to us, you can log in to your billing account at ***************************** at any time using the primary email address on file and click 'Add New Package' under the 'Hosting Packages' section.

We wish you the best of luck and hope you choose us again if the need should ever arise.

Sincerely,

**** *.
Customer Loyalty
HostGator.com LLC
http://support.hostgator.com/


Wanna save money on your hosting? Ask me about discounts on our 1, 2, or 3-year hosting packages!


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.  I will be accepting the reparations Host Gator is making in regards to the refund.  Their customer service is still severely lacking, however, as evidenced by the customer service representative's tone in his business responses.   

I am so very thankful for your organization and all that you do.  I know that without your help, I definitely would not have received any business response.  Thank you again for the wonderful service your provide.  You are amazing.
Aloha,
***** *****


 

2/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hostgator is to busy to spend a few minutes to fix an error on their end. I called and chatted with them two times over this problem. Today I tried to chat again at their support site and for about 3o minutes it kept saying I had about a minute to wait so I finally closed the chat window and decided to file this complaint. Is this how they treat costumers who have been with them since June of 2006? I even told them that I was a long time customer and still today a week later no help from Hostgator. I've backup and downloaded all my files from them and I may have to find a better hosting company.

Desired Settlement: Today January 31, 2015, HostGator take a minute and change the permissions on my email account so I can fulfill what I've advertised all month to my visitors and online. *****************************articles/specialized-help/email/535-incorrect-authentication-data 535 Incorrect Authentication Data This error is commonly seen with mailbox file permissions in ******. Root access is required to correct this issue. If receiving this error in ***** or if you are a Shared or Reseller customer, please contact HostGator for further assistance. Tip: Live up to your 24/7 support statements and treat all your customers better especially your long time ones.

Consumer Response: Better Business Bureau:

This letter is to inform you that HostGator.com, L.L.C. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/31/2015 3:45:20 PM and assigned ID 10425171.

Regards,


My email to ******** *.

Hello ********,

Thank you so much for fixing my problem. I'm sorry for contacting the BBB over this because you have kindly shown me that it was a script error,  just like one of the support personnel had told me.

It was my fault, for not using the script correctly and I will let the BBB know that. The script worked before for me on your servers and with the 535 error message and support page for that error, I mistakenly thought that it was on your end. Thank you again for your help. Also, please let the support personnel that told me it was a script error, that I was wrong and that I'm sorry. I hope you all have a nice day.

Although I've had some issues with HostGator over the years, it's been the best hosting company I've ever had, and I tried many others, before joining HostGator. I think my continuous eight and a half years with HostGator is my testament to that.

Best Regards,

********

2/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Back on 12-14-2014 I canceled my account due to very long Technical support and billing holding times and issues that technical support was unable to resolve, I finally decided to go to a much better rated Web Hosting service for much faster and better technical support and general question responses. Back on December 16, 2014 I filed a request (#************ | Refund) for a Refund of the unused prepaid amount plus a Refund on the credit that I had in my account. I never got a response so I called and waited about 30 minutes on hold before I got a hold of a customer service rep. After going back and forth with this customer service representative and being placed on hold several more times he told me that this issue would be resolved quickly and that I would be contacted shortly. That was almost a month ago and I have not received or been contacted at all in any way.

Desired Settlement: A full refund on the credit that was in my account on the date I canceled (12-14-2014). Also a full refund on the unused prepaid portion from 12-14-2014 to 8-25-2015

Business Response: Good Morning,

Thank you for bringing this to our attention.  I apologize for any inconvenience the refund process has caused as well.  While we don't typically provide refunds towards credit that we offer as a result of compensation, I did locate that amount in the billing notes and have had our cancellations team issue a second refund for $23.46, what was left of the credit.  You'll receive a response regarding the refund shortly in your cancellation ticket, though please let us know if there's anything further we can assist with.

Best Regards,
Joshua M*****
Director of Customer Service
Hostgator.com

1/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Since I have started my account with HostGator (***********) I have had dozens of emails, phone calls and service tickets with HostGatopr with little to no help. To date, HostGator has still yet to put two domains that have transferred to them into my domain manager, they have failed to migrate my old web server and files over to HostGator and they have failed over and over again in handling serious technical difficulties with their service. My websites are still not up and running, domains still remain unavailable for management and many system problems still persist. HostGator has failed to provide any type of standard or even sub-par customer service, but were readil;y able to immediately take my money over and over again with the provision of service. I have made a minimum of 15 requests for upper managementro some form of management to call me to rectify these probolems with no calls or response.

Desired Settlement: I expect that ALL services be up and running and that all problems and requests be rectified immediately. I expect that a series of phone calls be received by me from upper management to deal with this situation and a plan of correction be developed to prevent it from happening again. I expect some form of remuneration for all the time wasted on phone, web sites and emails trying to resolved these issues and that adjustments be made accordingly to my account for lack of service and HostGator's failures to properly and readily transfer domains, all access to domain management and correct the system difficulties.

Business Response: Good Afternoon,

We'd like to begin by offering our apologies for the troubling start to Mr. *****'s account with us. We certainly always want to see our customers getting off on the right foot with us so we were sorry to see that  was not the case here. In regards to the issues reported, shortly after receiving this complaint I was able to reach Mr. ***** over the phone at which point him and I were quickly able to resolve all issues mentioned in the initial complaint, and I was also able to get a much better understanding of Mr. *****'s experiences thus far.

After review of his calls and e-mails, regrettably we did find that he had not received the level of support and customer service we expect from our agents and have now had a time to address these opportunities for improvement directly with our employees. Mr. *****'s feedback has also related to the ease of getting started with our services in general so I wanted to confirm we also have a plan previously in place (but not launched quite yet) that will be updating our initial communication via e-mail to include much more detailed information on how to seamlessly get started on transitioning from one host to us.

Another aspect of the complaint related to the trouble with domain transfers not completing successfully. To help compensate for the troubling start I have provided Mr. *****'s account with an extension on his hosting package with us as well as an offer to to provide the next two domain transfers free of charge to ensure that the process is now going more smoothly. I've gone over this offer with Mr. ***** via phone at which point I did receive a satisfactory response. Mr. ***** and I also now have a direct line of communication which I am confident will help prevent any further concerns from reaching this point.

I hope this fully addresses the initial complaint and look forward to working with Mr. ***** again under better circumstances.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  


HostGator and myself have come to a mutually beneficial resoulution to this matter andwish to thank the BBB and HostGator for their expedient response and
and satisfactory resolution.



 

1/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hostgator is refusing to support a product that they are selling as "pro" and "business" on my account. I specifically updated my account to a business level account in order to take advantage of using SSL on my website. Hostgator also sells a pro version of the ****** editor to my domain. Hostgator is running a very old and unsupported version of ******, which doesn't support SSL on all the pages. Only 2 files out of thousands on my site are stuck on assets.www3 domain which keeps my site loading correctly over a secure connection. Hostgator should be ashamed of themselves selling a vulnerable 3rd party software at a premium and not supporting it. Because ****** for my site is sold through Hostgator, I cannot get any support from ******. Hostgator blames ******, which is just absurd. ****** fully supports SSL on ALL their sites, and the problem is caused by a script located in hostgators servers. I cannot move my site to another provider, because AGAIN Hostgator has BLOCKED the ability to transafer a ****** site, but ****** themselves supports this on their software.

Desired Settlement: Hostgator needs to either update their software, or provide a real solution to exposing my data to insecure servers. They are charging a premium for a service that they WILL NOT support, do not offer, and put their customers at risk. Everyone should know that how vulnerable they are.

Business Response: Good Afternoon,

Thank you for reaching out to us regarding your recent frustration and confusion with our ****** software.  I'd like to apologize first for the lack of movement you've received on this through support, but will be more then happy to assist you and involve ****** development to ensure we get this addressed and your SSL working properly.  I do want to clarify some points of confusion however, as it appears you're under the impression that we directly develop our instance of ****** "Pro" which is actually a resold version of the software ****** provides us directly.  Though we're definitely looking forward to moving in the direction of ******'s own updates, that's not something that can be promised till later this year.

With that point clarified, though we're sort of stuck waiting at the moment till they provide the updates, if you can please email me more information about the situation I'd be happy to look into this and ensure the SSL issues are resolved.  Though it may involve additional involvement beyond our normal support, it shouldn't e an issue to nail this down for you.  Please feel free to email me the details directly to ********************* and my apologies for asking you to email that information, though I'm not finding any billing account with your email or contact details.

Look forward to working through this with you and if you have any other questions, please include those as well!

Best Regards,
Joshua ******
Director of Customer Service
Hostgator.com

1/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I submitted a support ticket regarding a ****** ******* attack on my website on the 28th of December 2014. Per Hostgators website, I'm to submit a support ticket immediately when this happens so that they can begin to investigate and clear the site. Not only does this make my site visitors vulnerable to attacks, it also marks my site publicly as an "unsafe site" and keeps me from making any modifications to my site. Basically, it stops me dead in my tracks while its being cleared. I still, to this day, have not even received so much as one reply to my support ticket. I have have had to personally go into their LIVE CHAT, where I sit each time for almost an hour, before someone comes on. The first person I spoke to, Scott, said he was "escalating my ticket" and "apologized for the delay in someone getting back to me". Now, each time I try to contact support they tell me they can not give me any time frame as to when my ticket will be reviewed. This is unacceptable. It is now January 10th and I still have a compromised website and don't even know if my ticket has even been looked at by anyone. The last Live Chat, I was told that this service is a "courtesy". How is this a courtesy?? According to their website this is a service INCLUDED with my PAID SERVICE. http://support.hostgator.com/articles/pre-sales-policies/security-abuse/how-to-handle-the-******-attack-page It does not say that it is a "Courtesy". It does however stress the importance of reporting it immediately and says that it will be handled accordingly. My site is an investment, not a game. I cannot continue to be ignored or to be "put off" simply because they think my paid services are a "courtesy". If they cannot handle support issues involving security matters because they do not have the manpower or staff to handle influxes, then what am I paying for here?

Desired Settlement: I want proper customer service/support, communication regarding the progress/status of my ticket (s). I expect my site to be handled at this point, immediately. I have waited going on two weeks, that's long enough in order to have had someone start my ticket. I'm not asking for anything more than what a paying customer should be able to expect, per their own pre-sale advertising articles and policies. I WILL NOT accept anyone telling me again that they cannot give me a time frame. I require resolution immediately.

Business Response: Good Afternoon,

We always appreciate a chance to address our customers concerns and would be glad to discuss the points raised in the initial complaint. First and foremost I feel it is necessary to point out that this issue was caused by the use of an insecure script which was installed by the customer which could not have been prevented by our staff. It is our customer's responsibility to ensure that all scripts are secure before uploading them to their account with us and if our customer is unfamiliar with vetting technologies to determine their level of security, they are encouraged to contract a developer before risking using technologies that have not been reviewed by a competent developer. This responsibility was agreed to in our terms of service at the time of the initial purchase.

In cases where the script was not diligently reviewed before being used, we do state that we will provide one complimentary scan of the account per six months, which is not a service offered by all web hosts. Since this is not always included with web hosting packages, this complimentary scan is often referred to as a courtesy service.

Regardless of the terminology used, we do not guarantee time frames on security tickets so if customers wish to take advantage of this service, they do need to wait for us to work through the requests in the order they are received. We do not ignore any tickets we receive and did not ignore Ms. *******'s report, however we simply had not worked through our other customers at that point. In this case, due to the frustrations of Ms. *******, we were happy to escalate the ticket in front of our all other customers who have waited patiently for assistance.

I feel it is also necessary to disclose the impact of the security vulnerability found in Ms. *******'s script. Please see : ******************************************************************************************

As this plugin is unfortunately widely used by theme developers, we've been heavily inundated with many customers who would like our assistance cleaning up after the decision to use an insecure plugin. Please also note that security inquires by default will take much longer than normal support requests. This is due to the fact that we must first scan the entire account and this process can take hours depending on the number of files. We then must make sure all compromised content is removed and finally provide a detailed response on the cause of the compromise to help our customers prevent further compromise.

Finally, although we do state we will provide a complimentary cleaning once per six months, the page Ms. ******* is most likely referring to also states that our customers are more than welcome to contact a 3rd party for assistance with cleanings. This article is part of the set of articles linked to in the initial complaint and can be seen here : http://support.hostgator.com/articles/pre-sales-policies/security-abuse/my-account-was-hacked

In summary, although we are glad to help with compromises, we do not guarantee a time frame for resolution and openly state that customers are welcome to pay a 3rd party if more immediate attention is needed. We are glad to see that this matter has been investigated and the compromised content removed by our staff and urge Ms. ******* to use feedback@hostgator.com if she ever feels an issue could use more immediate attention.

I hope this helps shed more light on the situation and I've reached out to Ms. ******* directly in case of any concerns that have yet to be addressed or in case I can ever offer some escalated attention.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

This response is ridiculous.  First of all, the fact that this "script" was supposedly installed on my Wordpress site has nothing to do with my complaint.  My complaint was the lack of customer service given by HostGator upon submitting a security ticket due to ****** blacklisting my domain for possible Malware. 

Let me make this clear once again.  My ticket was NEVER responded to - EVER.   Days had already passed before I attempted to contact Live Support and only then did I catch wind of a "plugin" issue that had impacted many of their customers.  The first chat, I was given an apology and was told that my ticket was being escalated etc... days later, nothing.  If it were not for me waiting for an hour or more to get someone on Live Chat, I would have never been made aware of the "mass plugin security issue" they were dealing with.   I would have hoped that if it was known by Hostgator that so many customers had been impacted by this plugin, causing such a horrific delay in support and communication, that some sort of global message would have been sent out explaining the situation instead of NOTHING.

Interesting, I recall reading the pre-sales article on the HostGator website multiple times, top to bottom, and it specifically instructs HostGator customers to immediately send a support ticket if such an issue is to occur and to make no file modifications for investigative purposes.  I would imagine there has been some "recent" updates to this article...  I don't recall seeing anything about contacting anyone else for "cleaning services', why would I need to do that if my Host is supposed to provide this service to me as a paying customer in the first place?

No, I'm not accepting this at all.  It is an insult to be quite honest.  I also don't appreciate the response "here" being so much more defensive and one sided as the apologetic message I received moments ago in my personal inbox...this is borderline manipulative,

I'm concerned by this, I'm still a paying customer and I don't feel comfortable with seeing this type of response and attitude shown here. 

Being that the support ticket was resolved, immediately after submitting my complaint to the BBB the very next morning...indicates to me that it obviously wasn't that "time consuming" to resolve after-all. 

Let me also mention the fact that the first actual "response" received after submitting my complaint here proceeded to tell me that absolutely NO ******* was ever even found on my site and that I could proceed with contacting ****** for a site scan.  I had to actually reply back and ask about the "plugin" (which I don't ever recall even installing on my site because my theme doesn't even use this plugin...) and then someone responded again and said, 'oh yeah, there was a plugin issue...'  I have all of this in writing if anyone cares to see it lol...

I would simply appreciate HostGator to show some sort of acknowledgement and accountability for the poor communication and handling of this matter instead of trying to point fingers and take focus off the actual reason for my complaint.  I know what I experienced, and I know it could/should have been handled much better than this.

I would appreciate an apology, not an attempt to discredit my cause for complaint.


Regards,
****** *

 

Business Response: Good Afternoon,

We've since had a chance to speak with Ms. ******* more directly via e-mail which was most appreciated as we've been able to hear her concerns in more detail. From that conversation it has been made apparent that a large part of the concern was the conflicting communication she received regarding the status of the ticket. After review her live chats with our staff, regrettably we did find that an agent very early on had stated the ticket had been escalated when in fact the agent had not followed our proper procedures in order to get the ticket to a supervisor. We've now addressed this with our agent and are confident they now are clear on our escalation procedures. I've also had a chance to clear up a few other concerns Ms. ******* had on the situation and we've now provided 3 months of service free of charge for the failed escalation on our agent. From the initial complaint I see that the requested resolution was to have this matter resolved which was completed the day we received the complaint so I hope this credit helps to finalize the matter but if we can address any further concerns, I have given Ms. ******* a direct line of contact to me in case any urgent matters ever arise again.

Thanks once more for the attention today and I'll be keeping an eye out for any updates to our ticket.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



 

1/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been hosting websites through HostGator for over 5 years, up until recently I have had a great experience with them. Earlier this month I had requested a refund for a renewal which I did not want to occur, I was finished using the particular hosting package and no longer wanted to be billed, I planned to cancel the account 3 days prior to the end of it's cycle but instead HostGator charged me 2 weeks before the renewal date which I was not expecting. But that was not a huge deal because I have had a good experience with HostGator and they have always been helpful in the past, it was an inconvenience but they cancelled my order and refunded the charges in a matter of 2 days. Case closed, right? No. Several days passed and I checked my credit card for refunds but found they did not refund the entire charge, it seems either someone or something made a mistake and I am out $74.00. DEBITS 12/26/2014 DEBIT $673.40 12/26/2014 DEBIT $74.00 TOTAL: $747.40 CREDITS 01/02/2015 CREDIT -$24.00 01/02/2015 CREDIT -$50.00 01/02/2015 CREDIT -$599.40 TOTAL: $673.40

Desired Settlement: Remaining $74.00 refund is owed to me

Business Response: Good Morning,

Our sincerest apologies for the trouble you recently experienced with your cancellation and account refund.  Reviewing that ticket it's clear that we did indeed incorrectly calculate the refund.  It appears one of my Customer Service Managers has already located your ticket EJU-31674795 and corrected this  issuing an addition $74.  I'd like to also apologize for the delay, the ticket had been processed and placed in the appropriate queue, however overlooked once in that after you responded regarding the correction.  Please let us know via that ticket if you have any additional concerns, though the matter can likely be considered closed otherwise at this time.

Best Regards,
Joshua M*****
Director of Customer Service
Hostgator.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

Thank you HostGator staff for resolving this matter quickly



 

1/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am not getting any resolution or even a response to support ticket ************. I have not been reimbursed to full prorated amount for the remaining months after I requested a cancellation. I wrote the full details of this issue in the case. I updated the case several times clarifying the issue and have asked for an update several times. I originally paid for HostGator hosting on this date: ******** ********** ********************** ********** $54.21 I later upgraded hosting on this date: ******** ********** ********************** ********** ********** $23.02 Total spent on HostGator for hosting was: 77.23 HostGator only reimbursed a prorated amount of $23.02 to me only. However, I am not getting any response or reimbursement for a prorated amount of $54.21. Since my hosting was to be valid until September 2, 2015 and I cancelled my account on January 13, 2015, I asked to be reimbursed a prorated amount of the $54.21 total. Multiple requests via email or updates to the ticket have been ignored and unanswered. I also had a chat with a person who wasn't even familiar with your clearly stated policy of reimbursing a prorated amount of unused months; finally managed to show him the link on HostGator's site site that explains this and he said he would escalate issue. Still no response. I have sent a private forum message to ****** ******, Director of Customer Service, at HostGator - No response. I have sent an additional, escalated email to HostGator - No response. Here is HostGator's website indicating unused months will be reimbursed using a prorated amount: http://support.hostgator.com/articles/pre-sales-policies/is-there-any-contract-for-hosting "We will offer a pro-rated refund for the time you did not use."

Desired Settlement: I am requesting the following: - Reimburse me the prorated amount from $54.21 for web hosting (Prorated from January 13, 2015 to September 2, 2015). - Provide an explanation as to why numerous emails, updates to the ticket, a chat request, a private message to the director of customer service and an escalated email request all went unanswered and were ignored. Why did it have to come to this - What is the reason for such unresponsive customer service?

Business Response: Greetings,

Thank you for reaching out to us regarding your cancellation and refund request via ticket ************.  While I understand you believe the pro-rated refund you received was incorrect, after reviewing the ticket it appears perhaps that there's confusion over what a pro-rated refund means?  You've requested we fund $54.21, which would actually be the full amount you paid us.  Due to this, while I understand you believe the amount $$23.02 incorrect, that's actually the pro-rated amount for the time left in your hosting package.  Having purchased the hatchling account annually on 9/2/2014 for $54.21 and then a later upgrade fee of $7.96, $23.02 is the correct refund double checking our math.

Please let us know via ticket ************ if any confusion remains, however the refund is appropriate for the time you used the account.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  


That is an incorrect calculation.
Let me clarify what I paid to you for this hosting.  It appears there is some confusion regarding the math for some reason.

On September 2, 2014, I made an initial payment to HostGator for the amount of $54.21 for the purchase for the Hatchling plan.
On Septembre 15, 2014, I paid an additional $23.02 to upgrade the Hatchling plan to a Baby plan.

As you can see, the total I paid is $54.21 + $23.02.
I have already sent you copies of the ****** records to indicate this.

On January 13, 2015, I was refunded $15.33, which is $23.02 prorated.  You did not include the $54.21 amount.  

Do you see what the issue is now? You only refunded me $15.33 when I paid over $77.00.  
So no, this is not the correct prorated amount.

Also, I do not understand why it had to take a BBB.org request to get a response to this issue.
Regards,


 

Business Response: Hello,

I just wanted to follow up since it's been a few days since ***** had the refund corrected for you last week.  I trust you got her email and clarification on the error they made.  Our sincerest apologies for the trouble, though if you have any questions or concerns please don't hesitate to contact me directly in ************ which I'll keep assigned to myself.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



 

1/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Host Gator at the beginning of December 12, 2014 to cancel my account with them. I paid for a year in advance and was in month five of the contract. The total I was due back was $84.97. When I got off the phone, I received an email saying I would get a refund of $41.69. That was incorrect so I called them back to clarify I needed a refunded for my entire plan. The full refund did not show up on my account. I called back on December 17th and was transferred to someone in billing who could help me. That person understood the problem and told me I would get a refund for $84.97. I received an email confirming that as well. When I checked my credit card statement on December 21st I had a refund of 1.47. I called Host Gator on December 21st explained the whole entire issue again and asked to speak to a supervisor. I was told the supervisors were too busy and to submit an email to feedback@hostgator.com. I was told I would get a response asap and that even the "owners see the feedback emails." I sent the email detailing my issue. By afternoon of the next day, I had not heard anything. I called Host Gator again and had to explain the situation all over again to Ron H. He also would not let me talk to a supervisor and tried to resolve the issue. After hanging up with him I received an email saying the issue had been resolved and I would receive an refund of $84.97. Today when I looked at my credit card statement, there was a refund of $$41.69 on my account! I called Host Gator again and spoke with Erica who also would not let me talk to a supervisor even though I requested it. She confirmed there were several mistakes made and told me there was a credit card refund pending on my account for $56.66. I have been told the issue has been resolved many times and it never is. I hung up by telling her I was not confident. She said there was an issue between their bank and mine and that she could try and run the transaction manually, but she did not want to do that. Why, I don't know. My issue is still not resolved. Overall I have spent 7 hours on this issue on hold and explaining the issue to Host Gator. Their customer service reps are oftentimes not well trained in issue resolution, technical and billing wise. Never once did I speak to a supervisor when I requested it and was made to hold waiting to talk to someone. This is terrible service and it is a big reason I decided to cancel my contract. I had called previously a few times for technical help and issues were not resolved.

Desired Settlement: I want Host Gator to be notified about their poor customer service and the amount of time it's taken me to get this resolved. I also do not agree with the amount owed to me in return. Host Gator is only crediting me back for my initial purchase on 8/14/14. I want a full refund for the upgrade I made on 11/23/14 and for the 8 months of my original hosting plan & SEO Gears plan that I did not use because I cancelled on 12/12/14. The total I expect back is $108.94.

Business Response: Good Morning,

Thank you for reaching out to us regarding the refund and confusion that occurred during your account cancellation.  I’d like to first apologize for that delay as it wasn’t intentionally going over your cancellation ticket notes, though all the same we do appreciate the chance to review the matter and ensure it’s ultimately corrected.

Looking through the ticket history I see that you were issued to refunds, which I’ve included below with Transaction IDs.  Between the 2 refunds and 3 separate amounts the total refunded comes to $84.97 as requested.

******************** - $41.69 and $1.54 refunded
*************** - $41.74 refunded

Reviewing Ralph’s notes it does in fact look like he issued the refund for you as promised on 12/17/2014, however once our billing staff checked this again on the 22nd it was clear it had in fact failed to process through our card processor.  Once aware they refunded the difference missing of $41.74, which our cancellations team confirmed to you on the 1st.  Typically these refunds take anywhere from 5-7 business days for the banks/processors to transmit, so you should see the difference returned early next week or by the middle of the week at the latest.

If you have any other questions or concerns please let me know.  I’ll keep your most recent ticket ************ open and assigned to myself should you need to contact me directly for anything at all!

Best Regards,
Joshua M*****
Director of Customer Service
Hostgator.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

There is no refund on my credit card for the additional amount indicated and no pending transaction. Additionally the amount refunded is less than I am owed as stated in my original complaint.

Regards,
Michelle P*****


 

Business Response: Good Morning,

As was explained to you on 1/1/2015 via your open ticket with our cancellations team ************, refunds processed to credit cards can between 5-7 days to process back.  Though I understand your frustration, it's only the 5th and technically today would be the second business day of that 5-7.  I would expect the refund to process sometime this week, though at the latest early next week, the 12th being the 7th business day.  Often it doesn't take this long, though is dependent on the destination our processor sends to, meanings it's unfortunately outside our control once processed.

For reference I've again provided you with the transaction ID's which show the total transactions refunded, totaling the amount you noted is correct in the complaint.  Though maybe that was missed in my last response and in the ticket responses to you from Sara, with a little patience I can assure you, you will indeed receive your refund which was processed last Thursday in the correct amount.

******************** - $41.69 and $1.54 refunded
*************** - $41.74 refunded

Best Regards,
Joshua M*****
Director of Customer Service
Hostgator.com

1/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am the owner of ******** **** The ******** *** corporate website went down over 2 days ago without warning. The site had been set up to be paid for under the email address A****************************. Somehow an error occurred on the part of HostGator which, in the course of a migration the files were migrated incorrectly and a different email address was placed on the account as well as an incorrect primary domain. It took many hours to get in contact with HostGator service. After over an hour trying to find out how to access the account the issue was never resolved. We were told the website would be back up in about 20 mins. That was over 8 hours ago. We have now been waiting for another hour to try to connect with HostGator service. This is resulting in heavy damages to our company and reputation. This is not the first issue we have encountered with HostGator. During the initial migration we ran into similar issues that did not take quite as long to resolve but this is much worse. I have pasted the entire support conversation below. HostGator.com Support Chat Transcript Finance ***************************** Dec 22 at 8:16 PM To me [Initial Question]: (5:18 pm) [System] Customer has entered chat and is waiting for an agent. (5:32 pm) [Christopher F.] Welcome to HostGator LiveChat my name is Chris! I'd be glad to assist you today. (5:32 pm) [Christopher F.] May I get the primary email on the billing account please? (5:32 pm) [Andre]: a**************************** (5:34 pm) [Andre]: I also was unable to log into my account. (5:35 pm) [Christopher F.] I was unable to find an account with that email address, could it be under a different email address? (5:36 pm) [Andre]: I know there was an issue in the past when my political campaign was underway. I believe that one had an address as well. I don't remember off hand the full address. Maybe *********************************** or ***************** or *********************************, or *************************** (5:37 pm) [Andre]: Can't really say on that one, as I was not doing the setup or admin work on it. (5:38 pm) [Christopher F.] I am trying those now. (5:40 pm) [Christopher F.] Unfortunately none of those email addresses worked, may I get the domain name you are working with? (5:41 pm) [Andre]: *************** (5:43 pm) [Christopher F.] For security purposes, I will need you to verify your identity by providing the PayPal transaction ID of your most recent payment, or the last 4 digits of the credit card on file for the account, depending on your payment method. I apologize for any inconvenience this may cause. Additionally if you wish I may send you a window to fill in your billing password and email into that will also verify you if it is correct. (5:45 pm) [Christopher F.] Would I be able to get any of that information please? (5:45 pm) [Andre]: ********************* (5:46 pm) [Andre]: are you able to call me. Your chat is not working. I was pushing send for over a min. I had to delete all of the content retype and send. (5:49 pm) [Christopher F.] The email address would unfortunately not verify the account but I could send out an email to the primary email on file if you wish to verify in that way. If however you wish to call us that is possible by calling ************** . Would you prefer that? (5:49 pm) [Andre]: Would I have to start all over again? (5:50 pm) [Andre]: You can send an email. However, what email address do you have on the account now? (5:53 pm) [Christopher F.] Yes, if you were to call in you would have to start over. I will need a few minutes to type up that email but I am unable to provide the email address unless the account is verified. (5:54 pm) [Andre]: OK, you can send but if they have somehow messed up the email addresses on the account, this will not go well. (5:55 pm) [Andre]: the main email should be a****************************, or admin@***************. (5:56 pm) [Christopher F.] I am able to say that the primary email is an @********* email address. (5:57 pm) [Andre]: ********************* is the one they moved this from . (5:57 pm) [Andre]: How are we back to that one??? (5:58 pm) [Andre]: The *************** domain should not be under that account. (5:58 pm) [Andre]: Did they delete my new account somehow??? (5:59 pm) [Christopher F.] I apologize, for some reason I thought it said a yahoo account but I was wrong, it does not but the email that is there I am unable to provide without verification, I am just about done with this email now however. (6:00 pm) [Andre]: I am really not sure what address they are using then. (6:01 pm) [Andre]: However I will see if anything comes in. You have already stated it is not *********, ***************, or ********************* so I am at a loss as to what they have done. (6:01 pm) [Christopher F.] I have however sent out a new copy of the welcome email. If you are unable to respond to that however any of that information above would work. (6:04 pm) [Christopher F.] Did you want to try verification in another way? (6:04 pm) [Andre]: Sure (6:06 pm) [Christopher F.] Would you be able to provide any of that above information I requested? For security purposes, I will need you to verify your identity by providing the PayPal transaction ID of your most recent payment, or the last 4 digits of the credit card on file for the account, depending on your payment method. I apologize for any inconvenience this may cause. Additionally if you wish I may send you a window to fill in your billing password and email into that will also verify you if it is correct. (6:07 pm) [Andre]: If it was paypal it is either ********************* or a**************************** (6:09 pm) [Andre]: Let me see if I have the original credit card log, if a credit card was used. (6:10 pm) [Christopher F.] If you paid with paypal I would need the most recent transaction ID please. (6:11 pm) [Andre]: transaction ID? Let me check paypal (6:13 pm) [Christopher F.] Yes, if you paid with paypal that would work. (6:14 pm) [Andre]: OK, nothing in paypal. (6:16 pm) [Andre]: is the email address: ********************************* (6:17 pm) [Christopher F.] Unfortunately I would neither be able to confirm nor deny, however if you wish to try to respond to that email I would suggest checking any email accounts you have access to. (6:19 pm) [Andre]: I have no access to those email addresses anymore. If it was him, the original card that was used was cancelled, payment card. however, the only other card ended in either 4979 or 9135 (6:19 pm) [Christopher F.] I will try those, just a moment please. (6:19 pm) [Andre]: OK (6:23 pm) [Christopher F.] Thank you for that, I have verified the chat at this time. (6:23 pm) [Andre]: yes, I am looking at original email at my a**************************** account for password resets. That is the address that should be on the account. (6:24 pm) [Christopher F.] This account is currently suspended because it was not paid for. It would be possible to make payment by logging in at https://portal.hostgator.com and making payment there. (6:24 pm) [Andre]: OK, so what is going on? (6:24 pm) [Andre]: I have no idea why it is not getting paid or what email address they are using. (6:26 pm) [Andre]: What email address do they have on the account? (6:28 pm) [Christopher F.] admin@******************** is the primary email address on the account. (6:28 pm) [Andre]: are you kidding?? (6:30 pm) [Andre]: ha ha. So it has the correct password but wrong email??? (6:30 pm) [Andre]: Can you get the correct email on the account? (6:30 pm) [Christopher F.] Are you currently unable to log in at https://portal.hostgator.com ? (6:30 pm) [Andre]: How did that email address become the login email? (6:30 pm) [Andre]: Yes. (6:30 pm) [Andre]: I am in. (6:31 pm) [Andre]: The password is the same as I used for a**************************** (6:31 pm) [Andre]: So how did this email become the login email? (6:31 pm) [Christopher F.] We do not set the email addresses without a phone call so it would have had to been set on your end at some point. http://support.hostgator.com/articles/pre-sales-policies/billing-account-changes/billing-system/billing-portal-change-primary-email will help with updating that email address. (6:31 pm) [Andre]: and can you fix it? (6:31 pm) [Andre]: I am concerned with something like that being a possibility. (6:35 pm) [Christopher F.] If we were to able to get in contact with you and permission to change it, or your ID sent in though email. (6:35 pm) [Andre]: I never requested it be changed. (6:36 pm) [Christopher F.] Do you have any other people who have access to billing that work on the site? (6:37 pm) [Christopher F.] There is no record of any email changes on our end. (6:37 pm) [Andre]: No. (6:37 pm) [Andre]: It is not even letting me get to a screen to pay the bill. (6:38 pm) [Andre]: actually how can we set this up on paypal? (6:39 pm) [Andre]: I believe it will be easier to monitor, but before we do that I need that login information fixed as well as the primary domain. What is going on here? (6:39 pm) [Andre]: It is saying the ******************** is the main domain... (6:39 pm) [Andre]: This really worries me. (6:39 pm) [Christopher F.] I just went through the audit log as well, this account was signed up for using that email address. (6:40 pm) [Christopher F.] You did say you was able to log in at https://portal.hostgator.com correct? (6:40 pm) [Andre]: I have the emails from the beginning in my a**************************** account. (6:40 pm) [Andre]: I am looking at them now. (6:42 pm) [Andre]: Also here is the text from one of the tickets: A new ticket has been created for you: ******** Finance ********@tickets.hostgator.com Feb 4 To me Greetings, At this time we have received your migration request to your Hatchling(Linux Shared w/cPanel) account. Please note that our migration process can take 72 hours or longer to be completed. Our migrations are completed as a courtesy and can at times take longer than normal support requests. An agent will review the details of your ticket and let you know if more information is required. If no additional information is required, an agent will begin your migration as soon as possible. If you have not already reviewed our transfer process, please review the following link: http://support.hostgator.com/articles/hosting-guide/website-transfers/hostgator-website-transfers Should you see any additional details that need to be added to this process, we'll be happy to assist with those issues or questions. Please respond to this ticket with the details of your question, or the additional information that may be required to complete your migration process. If you've used your primary email address to submit this form, you can review your ticket through https://gbclient.hostgator.com after logging in. If you didn't use your primary email address, you'll need to create an account or sign in to our ticket system at https://tickets.hostgator.com Thanks, HostGator Migrations Team (6:42 pm) [Andre]: I really don't understand what is going on. (6:43 pm) [Andre]: OK, I need to get our corporate site back up immediately. (6:44 pm) [Christopher F.] That is a migration form. However the log I looked in shows any changes, it may be possible that you created a new account. I am able to say however that right now the domain points to this account. (6:44 pm) [Andre]: Let's get this hot mess set up for payment and then we need to figure the details out later. I am missing quality time with my family as I am sure you are too. (6:45 pm) [Andre]: how do I get this set up for paypal? I believe it will be easier to track and also receive notifications. I am very uneasy about this entire issue but need my corporate site up now (6:48 pm) [Christopher F.] It is possible to pay with paypal by logging in at https://portal.hostgator.com and going to "Pay Bill Now," then selecting the invoice and at the bottom going to "Pay Bill Now," and from there using paypal to pay. Please note, no matter which invoice is selected paypal will always apply to the older invoices first. (6:48 pm) [Andre]: Also the billing is off as it says it is supposed to be 95.52 as opposed to 119.40 (6:49 pm) [Andre]: There is an error code in the billing. (6:50 pm) [Christopher F.] The hosting package is for $119.40 but there is also many other invoices here. (6:50 pm) [Andre]: I signed up with a promo code summer. (6:50 pm) [Andre]: The code was supposed to decrease my subscription cost. (6:51 pm) [Andre]: It is also not letting me pay anything. (6:51 pm) [Andre]: pay bill now is greyed out. (6:52 pm) [Andre]: Are you aware as to why the plan switched and dropped the pricing? (6:53 pm) [Andre]: I am able to make a payment now. (6:53 pm) [Christopher F.] Everything here is working on my account, where are you seeing the bills greyed out? (6:53 pm) [Andre]: I had to select all of the invoices for it to light up. (6:54 pm) [Andre]: So why did it change the pricing? (6:55 pm) [Andre]: It has been paid. I expect all of these issues to get resolved. This should not be something I have to deal with. (6:55 pm) [Christopher F.] Yes, the invoices would need to be selected. There is no change in pricing here, it is the same cost it always was, the total would be $137.40 for all the invoices. (6:58 pm) [Christopher F.] The hosting package is now active at this time and the site and log in will be working in 20 minutes or less. Was there anything else I may assist you with? (6:59 pm) [Andre]: I need the package back to the way it was before any issues occurred. the email address should be a**************************** and the domain should be *************** (7:00 pm) [Andre]: Also the corporate site is still not coming up. (7:00 pm) [Andre]: www.*************** (7:02 pm) [Christopher F.] Since you are able to log into billing it is possible to update the email address as described in that link above: http://support.hostgator.com/articles/pre-sales-policies/billing-account-changes/billing-system/billing-portal-change-primary-email . (7:02 pm) [Christopher F.] The domain will take about 20 minutes to work. (7:03 pm) [Christopher F.] Did you have any other questions at this time? (7:04 pm) [Andre]: I did not change it in the first place. I need to finish my Christmas shopping now and don't have time to read articles right now.My wife is pregnant and patiently waiting for me to get this cleared up. So, fixing an issue I did not cause is not on my agenda right now. (7:04 pm) [Andre]: That will be something hostgator needs to tend to. (7:05 pm) [Christopher F.] This was unfortunately not ever changed on our end or at any time, the account was created with this email address. (7:05 pm) [Andre]: NO IT WAS NOT (7:05 pm) [Andre]: I created it myself (7:05 pm) [Andre]: from my corporate email account. Actually first from ********************* and transfered (7:06 pm) [Andre]: It was not created under this email. Only my political campaign was. (7:06 pm) [Andre]: It needs to get fixed. (7:06 pm) [Andre]: That is a campaign account not corporate that in on this subscription. (7:07 pm) [Christopher F.] I am unfortunately not able to change it on my end without a phone call but it would be much faster to change it on your end, it is quite possible to log in at https://portal.hostgator.com and go to profile and there is a change button next to the primary email address and in light of your current situation that would be the fastest thing to do. It is quite possible that a new account was created under a different email address and the files were transferred and the nameservers were never updated correctly which sounds like the case, however to update the primary email on this account the quickest way would be on your end as there are a lot of security procedures I have to go though including a phone call to change it on my end. (7:08 pm) [Christopher F.] I do see there is another account here with the primary email as ********************* which indicates what I thought happened, the new account may have been created and the files migrated but the nameservers were never updated to the new server. (7:09 pm) [Andre]: I had hostgator take care of this for me then and we had problems. Now even more... This is not a good showing and affecting my business. (7:10 pm) [Andre]: it is also not letting me change my primary email address. (7:10 pm) [Andre]: I just clicked the button to change it and noting popped up for me to change it. (7:11 pm) [Christopher F.] Unfortunately HostGator does not update the nameservers for you, that would have had to be done on your end and I do apologize for the frustration. It is also possible to modify those at any time but since the site is currently hosted on the account you just paid I would suggest updating that email to one you are able to access. It will not allow you to change the primary email to ********************* since it is on another account however. (7:11 pm) [Christopher F.] If nothing happened would you be able to try that in a different browser? (7:11 pm) [Andre]: They did the update through some portal link through hostgator's package. (7:14 pm) [Andre]: The email has been changed. The rest will contact later about. Please notate the account that this issue has not been resolved. (7:15 pm) [System] Chat closed by customer request.

Desired Settlement: I expect complementary service for an extended period of time as well as a letter addressed to all of our clients and the US government agencies considering doing business with ******** **** explaining what has gone wrong.

Business Response: Good Afternoon,

Thank you for reaching out regarding the trouble you’ve experienced recently with your website.  I’m sorry to hear of the inconvenience this may have created, however it’s no problem to look into the situation and ensure it’s resolved fairly. 

Reviewing the account support history I see that you requested a migration take place on 02/04/2014.  After attempting to clarify which site you were needing transferred we never heard back from you after 02/06/2014 unfortunately, so it appears quite likely that the migration itself wasn’t completed. 

Regarding the domain name you’ve mentioned it seems the domain isn’t registered with our registry nor pointed to our servers currently.  There’s little more we can do from this end to explain the situation, however the site does load for me currently and it appears the DNS was updated recently as shown below:f

whois ***************

Whois Server Version 2.0

Domain names in the .com and .net domains can now be registered
with many different competing registrars. Go to ***********************
for detailed information.

   ****** ***** ***************    ********** ********* *** **** ***** ******** ***** *********    ***** ******* *********************    ******** **** **************************    **** ******* **************    **** ******* **************    ******* **    ******* ***** ***********    ******** ***** ***********    ********** ***** ***********
>>> Last update of whois database: Mon, 29 Dec 2014 19:57:52 GMT <<<

If you can provide additional clarity to the situation I’d be happy to look into this further, however after a review it appears the migration was neglected by you after we’d reached out to try and clarify the confusion with domain names.  Though I’m not opposed to providing a credit if we dropped the ball, at this time that doesn’t seem to be the case looking over the ticket history.  I’ll reach out to you directly via email so we can work through the details, and look forward to hopefully resolving this with you.

Best Regards,
Joshua M*****
Director of Customer Service
Hostgator.com

Business Response: Hello Again,

I’d like to make it immediately clear to you that I have indeed already read through these chats several times trying to gain an understanding of where the confusion came in here, however the chats do little more then solidify the point I made prior, in that you were unable to locate the proper account information needed to verify your account. 

During the course of you guessing various email addresses to gain access and verify the account, the staff did eventually find an account and apparently recommended a DNS change mistakenly, however this is the result of your own lack of organization with what appears to be numerous billing accounts/email addresses.  I do certainly recognize that that the changes resulted in a brief downtime, though at the same point without prior knowledge of your accounts it’s difficult for our own staff to keep track of these for you.  Especially when you’re providing us with email addresses that do pull up account un-related to this situation.

I apologize if we can’t agree fully on this with the above understanding, however I think your chat transcripts support my own explanation above.  While I realistically don’t believe we owe you credit for this, as better organization of your own email addresses and business would have prevented confusion, I do want to be fair with you.  I also realize this occurred over the holiday and was likely not what you intended to do with your time.  Though our 99.9% uptime guarantee wouldn’t typically cover an event like this, I’ve gone ahead and provided you a credit towards next months service.  I’ve also provided an additional month simply as a gesture of good faith, but that will be the final extent we’re able to compensate you on the matter.  If you’d like further assistance with your various accounts please feel free to reach out to me directly.  I’d be happy to try and make sense of them all so this confusion is avoided in the future.  jm*****@hostgator.com

Best Regards,
Joshua M*****
Director of Customer Service
Hostgator.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

I do not have any issue speaking with you, however the issue is that I was fully aware of the account which the hosting package was under. All of our ftp connections are configured with it. That is how we managed our site. Therein lies the issue. 1). Somehow the domain reverted to another account 2). The dedicated IP address was changed 3). We were asked to make changes that exacerbated the underlying issues. None of these issues support your explanation. They actually support mine. Again This is an issue similar to one experienced during the initial actions made about a year and a half ago when we specifically requested notation be made regarding this account. We experienced prolonged downtime at that time as well. We were never compensated and resolution exposed the error on the part of the hostgator staff performing the activity. I cannot express strongly enough the degree of concern I have regarding the impact to our business.

Regards,
Andre Barnett
CEO & President
******** ****


 

1/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased hosting at Host Gator for 3 years. Their website promised 45 day money back guarantee. I did not like their hosting product and cancelled it per the instructions on their website. I asked for a refund and received an email back offering to resolve any issues. I asked for a refund again. My money has not been refunded. I tweeted to @hostgator on *******.com The person on that account was able to get the issue escalated and I received an email saying my account would be refunded. So far, all I have is an email. No money has been refunded to my debit account.

Desired Settlement: I just want a refund of all money paid to Host Gator. I do not use their services and I find them to be a dishonest company.

Business Response: Good Morning,

Thank you for bringing this situation to our attention.  Though it’s unfortunate to discover we did in fact issue a refund and provided confirmation numbers for the transaction via ticket # ************, all the same I understand your frustration and do want to ensure this gets addressed for you.

While we did issue the refund on the 8th which is shown below, as well as in our response to you on the 10th in the ticket, I did notice that we never provided you any timeframe for the actual time the refund would take to process.  I've redacted a portion of each of the below ID #s, though if you check your email for that ticket you'll see the full numbers.

Dec 08 2014 10:26:40 AM
Request ID: XXXXXXXXX**********
MerchID: RXXXXXXX******
Visa 156.49 USD
Credit Card Credit

Please expect the refund to process through the payment processor and bank to your bank/credit account within 5-10 business days.  It will typically occur on the shorter end of this window, though at times does take longer unfortunately, though that’s very much outside our control which I apologize for.  Given this was processed last Monday on the 8th, you should see the refund any day now if you’ve not already.  If you haven’t seen the refund though by weeks end(ten business days) please let me know via the ticket my team has communicated with you through.  I’ll keep that assigned directly to myself, so please don’t hesitate to reach out to me even if you just have further questions.

Best Regards,
Joshua M*****
Director of Customer Service
Hostgator.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

[Provide details of why you are not satisfied with this resolution.]
I asked for a refund of the hosting AND the domain transfer. I have yet to receive the domain transfer refund. 
Regards,


 

Business Response:

Sent: Monday, December 29, 2014 10:55 AM
To: drteam
Subject: Re: Please Review - Complaint #********

 

Here is the original refund issued on 12/08/2014 for the full amount he paid on hosting.  Below that is the domain refund, which Zane at no time till he rejected our first full refund in the complaint mentioned.  We typically don't refund domain registrations either which our TOS explains and was clarified for him when it came into question.  Regardless he was provided refunds for both the hosting and domain as I promised.  His timeline and account of our communications is simply inaccurate, which the ticket shows as well, though hopefully the refunds confirm his dishonesty in the complaint.

The following is pulled directly from our Credit Card payment processor.  If he's still not received these he would need to contact his credit card company as we no longer have his funds.

Dec 08 2014       156.49 USD
****
Credit Card Credit ***************
Request was processed successfully

********************* 7.95 USD
****
Dec 16 2014 Credit Card Credit 
Request was processed successfully

I've also included a screenshot below from our billing backend which shows both charges refunded and his payments $0.00'd representing we've returned all his money as he requested.

 

Thank you for reviewing the matter as well, I appreciate it!



Best Regards,

Joshua M*****
Director of Customer Service
The Endurance International Group
************* * ****************************
Follow us on ******* — @Hostgator and @HGsupport

 

1/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Billing Department cannot keep track of their respective accounts and payments received from customers. I have paid for Domain Privacy for the two active domain I presently have with Host Gator however my PERSONAL AND PRIVATE information has been made pubically available twice so far in the past few months. I have repeatedly contacted Host Gator about this reoccurring problem little or no long term viable solution to this .

Business Response: Good Morning,

Our sincerest apologies for the delay in response over the past week’s holiday.  I’ve spent a great deal of time with our development team and billing director and believe I understand why these issues have arisen and repeated, however looking through our logs I’m only seeing that privacy was disabled twice.  If you can provide me a detailed account of when you believe the third issue occurred I’d be happy to review that as well, though your ticket history also seems to elude to the fact that this only actually occurred twice.  

The actual problem resulted after we initially had problems activating privacy with our registry service which you were made aware of in the initial ticket.  It appears a package add-on for domain privacy was added incorrectly directly to our billing system and your hosting packages, when that was a legacy feature of our billing/registry system and not handled appropriately. It was handled this way however after a failure by the new functionality to initially configure this for you, which was explained as I noted.  Later on in October I see an audit was run through the billing system and the system removed the privacy add ons as they should not exist in the way they did.  The unfortunate reality though is that this was an automated audit and human intervention never occurred to appropriately re-add the add ons to the domains themselves.  

That was corrected previously and should not continue to be an issue for you, though I understand the situation and that privacy being removed can be quite serious for some customers depending on their own history, which obviously I’m not aware of, nor is a great concern given we expect your domain to remain private.  Given the nature of the problems, though I’m quite sure they will not repeat having been corrected finally earlier this year, I have gone ahead and provided a 3 month credit towards your hosting renewal.  I realize that may not undo the frustration or get your time back as you tried to resolve this with us previously this year, though hopefully it gestures our interest in righting the situation and hopefully moving our business relations forward.  Please let me know if you have further questions or comments. 

Best Regards,
Joshua ******
Director of Customer Service
Hostgator.com

1/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I am a web developer and against my advice one of my clients chose HostGator as their hosting company. Since my client has been with HostGator it took a month for a simple transfer of a domain name. And now since yesterday some employee of HostGator has gone in and changed files in the original website URL and rendered it un-viewable. The only remedy for it was that they will make a request ticket to fix it with absolutely no explanation as to why one of their employees did this in the first place. Previous to this another employed changed a database file that made in impossible for me to log into the administration area of the website. And in addition to that they deleted backups I had made on their server. Why the would do that is beyond my understanding as well. For the easiest fix would to install one of the backups that I had made. This is the most backward and absolutely unexceptionable practices I have ever encounter by a Help Support Team. This company has no ability for accountability of its employees and what they do with customer accounts. The people that answer the phones (some marketing company) are untrained and have no idea what is going on. I asked to speak to a manager and there is not one available. The structure of this company is broken and it is a nightmare to resolve any issues with this company. To my surprise when I was looking to find the corporate address for this company it is listed as a private LLC. Whit the amount of complaints that I see on your BBB site for this company and quiet a few are listed as unresolved, I don't see how you can give them an A+ rating. I give them an F for my over all experience with them has been very displeasing and frustrating.

Desired Settlement: Fix the problem and an apology from the owner of the company since this is a private held, LLC. Then a full refund.

Business Response: Good Morning,

My apologies for the delay in response over the holiday, however I'll be happy to ensure this gets resolved and you receive a full refund as requested.  Regrettably I've been unable to locate your account with the contact information provided initially.  So that I can resolve this for you as promptly as possible, can you please provide either the primary email address on file and/or a ticket # relating to the account?  With those I can pull this and get a better idea of what's taken place, how to solve it and then move this forward.  I'll look forward to your response and please feel free to email me directly with the information at jmartin@hostgator.com.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

1/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hostgator continues to charge my credit card, yet refuses to READ and HEAR (on the ohone) my complaints and HELP fix my account. They refuse to delete the support folder and just get rid of it -- AND they refuse to help get my ******** working, which I already set up myself. They refuse to help with ANYTHING at all that I can do . They continue to INSIST that I fix some outdated script that has NO support any longer from the company that made it- - AND they continue to ignore that I have said repeatedly that I do NOT have tech skills either to fix this. With several tickets on this issue like ************* they act like total morons and insist I fix something I cannot. Period. Now either refund 2014 so I can pay to move this elsewhere, or delete that stupid "support" folder on ***************************** AND it's blockage so that I can place something else there PLUS have my ******** work in the meantime. Or fix my site folder. But STOPPPPP playing head games!!!! Wake UP!!!!!!

Desired Settlement: Stop playing dumb! I am NO tech. I can NOTTTTT fix that even with links and steps and all that. See only remaining possible solutions above and take action TODAY. Enough head games and stupid support people on the phone who want to parrot what THEY want to have done that is totally IMPOSSIBLE, my GOSH!!!!!!!!!! What hair-pulling experience! Fire those people!!!! Many seek jobs who are smarter and more willing to help!!!!

Business Response: Good Morning,

Thank you for bringing this situation to our attention and my apologies for the frustration you’ve experienced as a result of your ********* **** ****** ** ********************** :: ******** *********** ticket.  Having reviewed the ticket and related notes on the account I’ll be happy to assist you with this, however I would like to make it clear that this entire situation resulted due to your own negligence and the fact that you’ve not kept your software up to date.  I’d like to make it clear as well that your continued rude tone towards our staff over the phone as well as the abuse they’ve suffered up to this point while trying to assist you will no longer be tolerated.  Having reviewed those contacts our staff has been professional and courteous to you, while receiving nothing but abuse back as you insist you will not make changes recommended to resolve this.  I understand from the complaint that the developer is likely no longer working actively with the software you use, however it’s still your responsibility to keep your software secured which has been overlooked clearly in this case.

Given this is the result of a Terms of Service(TOS) violation, I’d like to also shed light on what took place since you simply appear to be waiving any responsibility for what’s taken place here.  It appears simply that your software was compromised through a “Tell a friend” email feature on the site resulting in over 17k spam emails being sent.  Though this situation isn’t uncommon with shared hosting as customers install software and often forget about it for periods of time, it is a matter we take seriously which is why access was removed on 11/25/2014 when we found the issue and suspend you.  We do have a zero tolerance policy towards spam on our network, so while it may certainly be inconvenient to receive a suspension like this, had you simply installed the Captcha we suggested it could have been resolved promptly.  We do also outline our mail policy in our TOS and Acceptable Use Policy(AUP) which can be located here: 
**************************** ************************************************** *** **** ********* **** ******     **    ** **** * **** ********* ****** ******* *** ******* ** *********** ******* **** ********* *** ***** ***** ******* ********* ****** *** ******* ** ***** **** ** ******* ** ***** ** *** ********* *** ******* ** *** **** *** ***** *** **** **** ** ******* ******* ****** **** **************************************** *** *** *********** **** ******* ****** **** ************************************************** *** *** ********* ****** **** *******     **    ******** ********** *** **** ************** *** *** ** ****** ** *** ******** **** ********* ********* *** ** *** ******* *** **** **** *** **** ****** ****** ***** ****** ******* ********** ** ****************** ** ************ ** ****** ****** ** *** ***** *** ** ****** ** *** ******** *** **** ******* ***** ******* ** *** ** ***** ***** *********** **** ** *********** ********* ****** ***********     **    ********* ******** *** ***** ** ******* ******* ** ******* ** ********** *** ******** ******** ********* ** ***** ********* **** **** *** ****** **** *** ********* ** ** **** *** **** ************* ** ** ********* **** ** **** ********* ** *** **** ***********     **    ********* ******** *** ***** ** ****** *** ****** ** *** ******* **** ** **** *** *********** ****** * ******* *** ** *** ******* ******** *** ********* ******* ** *** **** ************

The other concern we have with the situation is the fact that this suspension took place in November of last year.  It wasn’t until 1/2/2014 that you contacted us asking for assistance, and also demanding that you would not be updating the software, nor addressing the problem which is that it’s exploitable in favor of a redirect.  While that’s certainly up to you to decide how to handle, I want to make it clear to the BBB that you essentially ignored the TOS violation between 11/25/2014 and 1/2/2015.  I don’t believe it’s reasonable to expect a full years refund due to this, given we could have addressed the matter very promptly had you responded when the account was suspended.  At this time while we did remove the ‘support/‘ directory as you requested we assist with, I want to also make it clear that the ticket was addressed within about 40 hours.  

While I do understand your frustration, you never even gave us an opportunity to resolve this with you prior to submitting the complaint.  Had you contacted ********************** as the BBB suggests I can assure you this would have been resolved on the 2nd or 3rd almost immediately.  Moving forward though you’re welcome to proceed now that we’ve removed the directory, if you’d prefer to move elsewhere I’d be happy to refund you back through the time of the suspend 11/25/2014.  I’ll keep your open ticket ************ assigned to myself so we can ensure this is resolved, but please feel free to contact me with any questions or if you’d like the refund.  I’ve also applied a month’s credit as a gesture of good faith given it appears this is likely all just a misunderstanding.  I’ll look forward to working through this with you.

Best Regards,
Joshua M*****
Director of Customer Service
Hostgator.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that while the accusations and negativity towards me is unacceptable, as I was in no way abusive at all, the resolution proposed at the end would be satisfactory to me.  I agree that there have definitely been mis-communications. Again, "as the staff members kept parroting and this letter even still states:


"had you simply installed the Captcha we suggested it could have been resolved promptly," it's still apparent that people there are not getting the message at all that this is, was not and will not be possible. There is no fix that I can do myself and I have no  staff, etc. for that. And I have said that over and over and over, and even written about it here, and gave permission for HostGator to help in every instance of every message received since I have been a member. No one spams here and never will, and we have always granted permission for them to fix what they can, no holds barred.

This is the first and only instance where this has been a  roadblock, for some reason, even here in these letters. So not sure what other way this can be said, but give up and accept the help and the credit. Thank you very much. At least during mis-communications, the technology is back on track, it appears.





 

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HostGator hosts 2 website for me - ***************** *********************** - using a shared server. I also have email addresses through these sites. For the second time my emails are getting bounced back from some addresses because my server is listed as a spammer. On the first site I send 5-8 emails a day; on the 2nd 20-30 a day. I am not a spammer. Apparently ***** ********* of HostGator are ******** because I have 2 different server addresses blocked because ***** ***** shows them as belonging to spammers. HostGator is damaging my reputation and harming my business by being identified with spammers.

Desired Settlement: Change my servers to ones where HostGator doesn't have ******** operating.

Business Response: Good Morning,

Thank you for bringing this situation to our attention.  It’s unfortunate that you neglected to reach out to our management team so we could get involved and resolve this sooner, though we appreciate awareness all the same so we can get it addressed once and for all.  Looking over your open ticket ************ I see that our Security blacklist team is working to delist the IP addressed, though this does take time as they made clear initially when you reported the problem.

That said, I’m going to go ahead and just ask our migrations team to move the account to another server for you, which will require a DNS change though should resolve this pretty quickly once the DNS propagates and the IP change takes place.  I would like to note just for your own awareness that while we have a zero tolerance policy for spam on our network, it’s not simply a black and white issue as all emails are scored and rated in terms of spam threat.  Even normal non-spam emails to an extent can rate poorly which over time may affect the reputation of an IP address.  

The problem more so then ******** is simply the fact that these shared servers host hundreds of users, and then even further possibly thousands of email users.  While we shut down and terminate accounts found to be spamming with no tolerance what so ever, inevitably from time to time IPs will become blacklisted.  Due to this we cannot explicitly guarantee you won’t see future issues, though hopefully through my contact we can ensure these get resolved much more promptly.

Finally, with those above points clarified please be on the lookout for an email reply from our migrations admins in ************.  They’ll get this taken care of and the account moved asap to a new IP address.  If you have any further questions or concerns, please feel free to request me directly in the open ticket as I’ve made the staff involved aware of my own involvement.

Best Regards,
****** ******
******** ** ******** *******
*************

Business Response: Good Morning,

While I understand your frustration with the situation, it's also impossible to assist you when there's a complete lack of information being reported to our support staff which seems is the case post-migration.  I definitely apologize that shared servers can and do occasionally become listed with **** ********* ********, but you need to realize with hundreds of thousands of email addresses hosted from these shared servers, problems will indeed arise from time to time.  We do everything we can to prevent these Blacklistings, and actively use a gateway system to minimize the affects these listings have on our customers, though for the couple of dollars a month you're spending, assuming you'll avoid these issues 100% of the time is just not realistic.  This is a shared hosting service and these issues are simply unavoidable, even though we have a zero tolerance policy and actively remove problem accounts as soon as we find them.  If that's not a point that we can reach an understanding on, I'd encourage you to look into semi-dedicated or dedicated hosting options where you'd be the only email address using the server mail sending IP.  If that cost is outside your comfort zone I'd also be happy to offer you a full refund to take your hosted sites to another provider should you think you'll experience better service with another shared host.

That said, you've rejected the resolution here in that we migrated your sites for you, and simply not bothered to communicate the problems you've continued to experience.  Though I'm not an unreasonable person, we do need your cooperation moving forward to resolve this through open communication.  If that's not something you're willing to meet us half way on, I'll simply refund your payment and provide backups so you can look elsewhere.  My apologies that this may come to that, but we do need your cooperation as noted several times. I'll look forward to resolving this with you and please feel free to contact me directly at ********************* so we can expedite an amicable resolution.

Best Regards,
****** ******
******** ** ******** *******
*************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



 

12/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contracted with hostgator to have a web site made this summer with some up grades for seo after it was made was given a price of $500 with $800 for seo and $50 per month for inproved wed service . to this day I do not have a working web site and they have charged me almost $ 3,000 That I did not agree to was sick in the hospital and almost died and then I and lied to and rob by billion dollar company I tried to contact them several times and was told I would get refund but did not happen. They have taken from my acct almost $3,000and I don't even have a web site that works if you fill out the contact page it does not work or come to me and the rest of the site is a joke and not finished . I just want my money back and they can keep there unfished not work wed site I have lost thousand of dollar in business from this scamsI know they are a huge company and don't care about one tiny company like mine and have prove it just go to my web site and see for your self that it does not work and is not finished . I have notarized bank statements showing what they charged me and I want my money back and nothing to do with they since I have received nothing from they , They completely droped the ball on my case and just said sorry we are really busy and promised a refund but have not gotten it

Desired Settlement: I want my money back and no further business with hostgator

Business Response: Good Morning,

Thank you for bringing this situation to our attention, however after reviewing your open tickets with our design team I’d like to present a few of my own concerns as it appears you’ve not provided the full truth here in this case in an effort to I assume be issued a larger refund.  First and foremost I apologize for any frustration that’s taken place, however we will not tolerate false accusations towards our company, nor will we be refunding you towards the design services which were in fact rendered.  Looking over your last ticket with us ***-******** this was explained to you by our Director of Sales, however I’ll be happy to provide the BBB the full ticket if it helps explain our case given you’ve chosen to leave our many key points like the fact that you requested we publish the site incomplete as well as were provided the data.  The notion that you were left high and dry while we stole your $3000 as you’ve accused is simply not based in truth.

Below is the prior response sent from our Sales Director:

Received on: 2014-10-29 13:37:30
Reply Number: 40
Hello *****,

I'm following up on your request for a refund. At this time, we have cancelled your SEO services and deleted any open invoices for those services. Upon review of the design services that have been rendered, there is no refund due. Once your website is published, and you have ownership of the site files, the finished product has been delivered. Consequently, refund eligibility does not extend past your final blessing to publish the site. Likewise, our Search Engine Optimization services have also been rendered. It is not possible for us to take our work or time back. As this is the case, we are not able to offer refunds for SEO services that have been performed. However, since you submitted your cancellation request at the same time that you were billed for the next month of service, we have submitted refunds for the $598.00 that you paid for SEO Services. Please allow time for your financial institution to accept, and make the funds available to you.

If you have any further questions or concerns, please feel free to let us know.

Warm regards,


As was made clear to you in October when this all occurred, we performed the design work and you were provided the data.  To that end, the service was rendered and a refund is not warranted, which I don’t believe is unfair in any fashion.  We’ve also provided you a refund for the SEO/Marketing that you’d paid for and wasn’t used after the fact.  I apologize if you feel they’re is anything dishonest going on here, but that’s not the case as the ticket to our design team outlines pretty clearly.  Should this come into further question I’ll be happy to provide the BBB further clarity via the ticket as well, but at this time we consider the matter closed given we provided you the maximum refund we’re willing to provide given you demanded the agreement change after the design work was already partially completed.

Best Regards,

12/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a year's worth of hosting from them and decided I no longer need it. They have a 45 day money back guarantee and have ignored my requests to cancel my account and refund me.

Desired Settlement: I would like a refund for the year I paid for hosting I'm no longer going to use.

Business Response: Good Morning,

Thank you for bringing this situation to our attention.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you, however I do see that we issued you a full refund for the account on 12/12/2014.  Looking over recent processing times for our cancellations queue it does appear it’s been taking quite a bit longer then the noted 72 hours on the cancellation form, though we’re working to allocate additional staff to these queues in an effort to get times back down where they should be.

Either way, we do certainly apologize for any alarm the delay caused.  I’ll keep the processed cancellation ticket assigned to myself should you have any further questions, otherwise you should have your refund back as noted in the ticket in between 5-10 business days.

Best Regards,
****** ****** ******** ** ******** ******* *************

12/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a new domain and web hosting package with Hostgator on Saturday to get the black Friday deal. The charge was about $17 for the domain and the first month of hosting. I specifically chose a hosting plan that cost more so I could do the monthly billing. When they charged my debit card the charge was over $65. I have tried to contact them and I have a support ticket in. It has been three business days and no response from anyone at Hostgator. Even if they do refund the over charged amount it takes over a week for the bank to credit the account. When I order something and agree on a price that is it. When they billed my card more than I agreed that was is theft!

Desired Settlement: I would like to have a refund for the hosting package immediately. I would also like a public apology acknowledging the credit card theft and the inconvenience of not having my money available during the holiday shopping season. I missed some deals on cyber Monday. I do not want to wait a week for a credit to show up on the debit card; I want the money now. If they cannot do that I would like the hosting refunded on the card and they can pay for one year of hosting for my domain. Thank you.

Business Response: Good Morning,

Thank you for bringing this matter to our attention.  It’s unfortunate you didn’t first reach out to us directly so we could resolve this through **********************, but upon further review this morning I see my team did in fact come across your situation recently and worked to get this resolved.

While you still rated the resolution of that situation poorly through our ticket system, I do see that my Customer Service Manager refunded exactly the charges you demanded we reverse.  He did also clarify that while you believe to have purchased just hosting and a domain, there were in fact several other services ordered as evidence by the packages associated to the account.  I’m not entirely sure if that was intended, though regardless we did refund you fully for those services once made aware.  I apologize for any frustration this led to as well.  

If you should ever change your mind about the account cancellation and would like to give us another shot please let us know.  I’d be happy to provide you several months of service just to give it another go if you’d like.  Sorry again for the trouble and please let me know via ************ if there’s anything further we can assist you with.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

12/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a 1 year website hosting package on **** **** 2013 for $44.85. Recently on **** ****, 2014 I was charged a renewal fee of $179.40 for another year of website hosting services, even though the renewal date is **** 3rd. I no longer own the website and wish to be refunded the $179.40. I have contacted hostgator several times now email, chat and phone (ticket # ************ and #************). Hostgator has told me that the only way I can receive a refund is if the new owner places their credit card on file and pays the renewal charge. I believe the new owner wants the hosting services of hostgator but I am unsure how they will proceed or which package they want to purchase. I do not think it is fair that I am billed 17 days before the renewal date with no option of a refund or for the *** ***** to choose which package they want. One of the Hostgator reps I spoke with on the phone (see last ticket #************) agreed with me that the billing date for the renewal was extremely early and he thought there wouldn't be a problem with giving a refund. After he put me on hold for 25 mins while he spoke to the billing department he told me that I would only be refunded if the charge was placed on another credit card. I think this is absolutely ridiculous that hostgator charges for services they have not even delivered yet or plan to for several weeks and offer no refund.

Desired Settlement: full refund immediately to the card that was charged.

Business Response: Good Morning,

Thank you for reaching out and our apologies first and foremost for the frustration you’ve experienced.  After reviewing the matter, though I understand you sold the site to another person and didn’t intend to continue your hosting with us, it appears you simply never cancelled the hosting till you were charged and the matter became an issue.

I apologize if you neglected to review the full Terms of Service when you accepted that during signup, though the situation was entirely avoidable had you read and understood the agreement.  I would encourage you to read and understand these agreements fully in the future when considering service providers, better protecting your own interests/finances.

That said, I do see our staff was able to work through this with you, having had you submit a cancellation request for the un-necessary account through ************.  That was processed earlier today and a refund in the amount of $179.40 issued.  Please expect that refund within a business week, as they do take a little time for the card processor to process through.  If you have any other questions or concerns please let me know!

**** ******** ****** ****** ******** ** ******** ******* *************

12/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing from the ********** ****** **** a ** year old non-profit organization. *** has urgent international life saving information on their website, ***********. Over a year ago *** contracted with host Gator for their **********. Without our knowledge or consent a month ago they renewed our contract without an invoice since they had our credit card on file. We had no agreement to extend our contract another year. The main reason of this complaint is concerning some down links in the 'LETTER' area of the website. Those links are very important including government information concerning ignition recall lawsuits and many other national security matters. *** just recently discovered that one of the letters that was needed for the ******* and ***** ******** ******* ******* was down and was reported yesterday. hostGator acted very unprofessionally with the matter having two of their technitions hanging up on us until * ****** tech repaired one of the down links within five minutes time, proving that they have the letters and THEY WORK and doesnt take long to fix the problem. Since that time we discovered there are at least three more 'bad letter links', hostGator is refusing to cooperate and fix this urgent safety matter. They make the customer wait for almost a half an hour when calling in causing the foundation a loss of work damages phoning and emailing numerous times to get this fixed. Finally, today their ********** blatenly refused to fix the down links once again. Thank you very much. ***

Desired Settlement: *** would like hostGator to provide a complimentary years worth of service for loss damages due to the calling and emailing so many times to get this matter fixed. *** asks that you will complete this resolution as soon as possible considering it a matter of national security.

Business Response: Good Morning,

Thank you for reaching out and bringing this situation to our attention.  I see that our staff has tried to assist you with the matter, though after my own full audit of your ticket history and support I have a few concerns.  I’d like to first touch on the recurring payments that you accepted through our Terms of Service during the signup process and apparently didn’t read or simply overlooked, and then address the direct concerns.

I’d like to first and foremost offer our apologies for any confusion or frustration the recurring billing may have caused you.  The reality however is that we do acknowledge a credit card will be kept on file and payments made recurring unless otherwise configured.  I offer this insight simply in an effort to help protect you and your businesses’ interests in the future as we certainly don’t hide the fact that this will take place.  You can reference the specifics in ******* ** ** *** ***** ** ******* ***** ***************************** but I’ve included the relevant sections below for you.

11. Billing and Payment Information
A. Prepayment. ?It is your responsibility to ensure that your payment information is up to date, and that all invoices are paid on time. You agree to pay for the Services in advance of the time period during which such Services are provided. Subject to applicable laws, rules, and regulations, payments received will be first applied to the oldest outstanding invoice in your billing account.
B. Autorenewal. ?Unless otherwise provided, you agree that until and unless you notify HostGator of your desire to cancel the Services, you will be billed on an automatically recurring basis to prevent any disruption to your Services, using your credit card or other billing information on file with us.

I would highly encourage you moving forward to review these documents/agreements fully and ask questions if anything remains unclear, as the frustration was entirely avoidable had you protected yourself, which is the point of us presenting the Terms of Service and you clicking the button to accept during signup.

Moving to the problem at hand, though you have alleged our staff has damaged your site through direct contact during support, after a full audit of the support history and server logs I’m not finding any evidence to support your claims, nor that the content existed as you suggest prior to contacting support.  We were able to locate server logs which provide evidence to support this position on the matter, however if you can provide any further proof to substantiate your claims I’d be happy to review this.

As for why those letters were returning a 404, additional review of your ticket history supports the fact that you didn’t make use of our free migrations services during signup, as we were able to restore the missing content from a backup located in your account.  That suggests that when you moved from the prior host, that you likely did the migration yourself and as such missed the files you claim we lost.  I’ve also encountered notes in a ticket ************ from * ********* ******* ********** requesting we not touch the account moving forward.  Notations were placed both in billing and in the ticket system per your request.  

In regards to your request to compensate you for your time as you made use of our support to remedy what appears to be a situation you created in the first place, we will not be able to consider a credit towards the matter.  Ticket history and server logs support the fact that our staff did not cause these issues and I’m sorry if you disagree, however without further evidence to support your claims this will be our final decision on the matter.  In the interest of being as fair as possible however, I will keep ************ assigned directly to myself if you have further evidence you can provide to support the claims.  I’ll look forward to any details you can provide and if you have other questions or concerns please feel free to reply in the ticket regarding those matters.  I’ll be happy to assist you as we work to resolve the confusion that’s taken place.

Best Regards,
****** ****** ******** ** ******** ******* *************

12/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hostgator repeatedly charges my debit **** card for hosting and domain charges monthly. Then they send me notices that my accounts are about to be shut off for non payment. I spend at least one hour to two hours monthly on hold and with their billing department. If there is anyone in the billing department during their business hours. Quite often there is "nobody in their billing department to speak to" when i call during business hours posted. This month they have charged my debit card an additional $30 dollars above and beyond what was owed. These charges were first put on hold and then processed and I have provided them with screen shots from my account to prove the charges have been processed and not just put on hold. I am so tired of the time I have to spend with this company to correct their billing errors. I want the extra money they took from me back and I want it processed now. Not just part of it like they have done.. Charged me $45 more than I owed this month and refunded me $15 and tell me to wait for the rest because it might be my credit card company. I call *********** on this claim. If they credited me back the entire amount. it would have all come back at the same time... not $15 dollars today.. and the other $30 some other day. Now I have received another notice that my account charges have been declined and are in default. I took money off my debit card simply to prevent this company from overcharging me even more. I have submitted trouble tickets almost every month to this company to resolve billing issues as well as spending countless hours on hold to fix their billing problems.

Desired Settlement: I want this company to charge me the correct amount each month.. and stop over billing me.

Business Response: Good Evening,

Thank you for bringing this situation to our attention for further review.  We're always happy to look into these situations and get them corrected as fairly as possible.  Having reviewed your ticket history I see that refunds were provided in ************ last month in an effort to balance out the billing errors.  Moving forward while it appears our billing team ultimately got this addressed, I'm going to keep the ticket ************ assigned directly to myself.  If this hasn't been fully resolved or if you have any problems at all please let me know and I'll personally address those concerns. 

I've also credited the account for the trouble you've experienced, covering the next three months of hosting on your account.  No action is necessary on your part to use the credits, they'll simply apply automatically towards the invoices for your accounts in the coming months. Please feel free to reach out to me directly in the above ticket and I'll be happy to assist you further with any other questions or concerns.

Best Regards,
****** ******
******** ** ******** *******
*************

12/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: All the files on my website were deleted...ADMITTEDLY on their part it was done by an employee it was not a system issue or crash that caused the problem.. They refuse to recover & rebuild my servies which is costing me a lot of money

Desired Settlement: Refund of every penny I have ever paid them in the many years I have done business with them & they recover all my files as there are many I do not have backups of. ******** * of their company has already lied to me about what they have & do not have as he said they have nothing I put up later than 2011..yet on the 1 page they put back up, was one that was built in 2012! This company is full of crooks & I want my stuff fixed & my money back....I will take it the legal route if I have too! Since it was an action taken by THEIR employee not a server issue, their little blanket diclaimer does NOT apply, already talked with a couple of attorneys about that, I am a bail bondsmen & have many lawyers on speed dial

Business Response: Good Morning,

Our apologies for the delay in response.  We appreciate the opportunity to look into this matter, and would be happy to offer you a refund.  I've responded to your ticket DDS-******** and will work with you there to refund the request for a full refund of the $855.70 you've paid.  To summarize the situation briefly for the BBB's reference, after looking into the situation, it appear our support staff did unfortunately make a mistake while testing an FTP account.

During the process of creating a test account and confirming FTP was working for the customer, an error was caused leading to the loss of a file directory within the account.  While we unfortunately were unable to restore the account, we do take responsibility for the error and want to be as fair as possible with the customer.  With that said however, I would like to also point out that it was the customer's responsibility to retain a local backup of their data, which apparently did not occur.  I apologize if that was overlooked when he agreed to our Terms of Service, however this really isn't a situation the customer should have ever been in had they been keeping data backed up.  This is referenced directly in Section 27. Backup and Data Loss of our TOS located here:  ****************************

27. Backups and Data Loss
Your use of the Services is at your sole risk. HostGator’s backup service runs once a week and overwrites any of our previous backups. Only one week of backups are kept at a time. This service is provided only to shared and reseller accounts as a courtesy and may be modified or terminated at any time at HostGator’s sole discretion. HostGator does not maintain backups of dedicated accounts. HostGator is not responsible for files and/or data residing on your account. You agree to take full responsibility for all files and data transferred and to maintain all appropriate backup of files and data stored on HostGator’s servers.


Any shared account using more than 20 gigs of disk space will be removed from our off site weekly backup with the exception of databases continuing to be backed up. All data will continue to be mirrored to a secondary drive to help protect against data loss in the event of a drive failure.


I believe it's also worth noting the section prior to 27, 26 which is a disclaimer waiving responsibility for damages the customer may claim were experienced.

26. Disclaimer
HostGator shall not be responsible for any damages your business may suffer. HostGator makes no warranties of any kind, expressed or implied for the Services. HostGator disclaims any warranty of merchantability or fitness for a particular purpose, including loss of data resulting from delays, delivery failures, wrong deliveries, and any and all service interruptions caused by HostGator or our employees.


With those points made, though the situation is certainly unfortunate, had the customer done their due diligence they current wouldn't be in this situation and we could have easily restored their backups likely within a matter of minutes, possibly hours.  I'll continue to follow up in the ticket I mentioned above, to ensure the refund is issued and the matter closed to the customer's satisfaction.

Best Regards,
****** ******
******** ** ******** *******
*************

12/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a Website Hosting package with Host Gator and never received what I paid for. I spent a collective week and a half trying to get this issue resolved with Host Gator. I tried to reach them via e-mail, "Live Support", and over the phone. Despite hours of attempts, the only time I actually got to speak with someone was after waiting over three hours on their "Live chat". I was told that the charge to my account was only pending and that it would be dropped as an account was not created for me. I took solace in this fact since I thought that I was no longer associated with Host Gator and would therefore not be continuously charged for a service that I didn't receive. However, the payment posted and I had to do a stop payment to prevent any recurring charges. I was not able to dispute the charges because I wasted to much time trying to get in touch with Host Gator.

Desired Settlement: I think Host Gator has the responsibility to refund my initial charge of $7.16 as well as stop any other recurring charges if they still plan to charge me after my claim for a stop payment. The check may be mailed to **** ********* ****** ************* ******* ***** and made out to ****** *******.

Business Response: Good Afternoon,

Thank you for bringing this situation to our attention so we can get it corrected.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you, though it's definitely not a problem to review and correct for you.  Looking over the billing account I see that the payment actually didn't initially apply itself directly to the client ID, but to our payment processing account.  When that was caught later that afternoon by the billing team they went ahead and applied the payment for you and I think probably should have reached out to you prior to doing so to avoid this unfortunate alarm it caused.

Given this occurred manually, the system actually wouldn't process the refund back after 48 hours as part of the pending process, but I've requested a refund be issued and that's taken place for you as of 12/8.  I apologize for the delay in response here as well, though you should have the refund back within a business week or so.  Probably not this week, but I would expect it middle of next week, end of the week at the latest.  Should you have any other questions or concerns regarding this please let me know!

Best Regards,
****** ******
******** ** ******** *******
*************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  They have admitted to their error and refunded my money. 



 

12/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On ******** ***2014 I renewed ******************* through my **** ** on hostgators website. I noticed I kept getting renew notices, contacted hostgator over the phone, they cancelled 6 websites including the one I renewed on ******** *, 2014. I called 2 days later when I noticed it and got yelled at from 2 employees that they will not fix the error and they dont care about the issue at all. The one employee stated he was a ******* for hostgator. I contacted hostgator through the chat online and they fixed the issue. Today I went back into my account and noticed the issue was undone. At this point I have no idea what to do, its obvious the employees think they can take money and give nothing back, and if you have an issue they will play games and delete my account for no reason other then they just didnt like the way I asked.

Desired Settlement: I want them to apply the money I paiid on ******** ***2014 to *************** so my website will restore to what it was. I should have to deal with this at all

Business Response: Good Afternoon,

Thank you for bringing this situation to our attention.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you.  We’re happy to look into the matter and ensure this gets addressed appropriately.  Reviewing the last several phone calls you’ve had to support however I’d like to also point out a few concerns I have with the situation just to hopefully avoid such frustration in the future.

What I found most concerning with this situation is that you state our staff told you that you were out of luck, which isn’t the case, however you simply would not allow them to work through this with you prior to losing your cool and hanging up on our ***********  I sympathize with the frustration when you thought it was addressed initially, however if you won’t cooperate with our staff it’s difficult to assist you.  To then see you state here that they refused to assist you is unfortunate as that’s not the case which our call logs support.

I also noticed that when the request was opened in ************ you were provided a list of domain names that were to be cancelled.  Even though I realize the agent mistakenly included the domain he’d assisted you with renewing, you as a point of fact requesting that he cancel all domains that included the word “landscaping” which is exactly what was done for you.  The billing admin unfortunately would not have been aware of the mistake with the one domain of concern, but to that end you were provided in writing the list of domains at which time this could have been corrected.  To be clear as well, I’m not pointing blame at you for this and will absolutely credit the domain cost as you’ve requested, but I point this out to hopefully help you avoid a repeat in the future.  He provided the list of domains for you to double check and that clearly didn’t happen, but all the same please just double check in the future and we’ll be happy to correct any mistakes on the spot.  I realize you assumed it was good to go, but it’s always important to double-check changes with domains, as our domain agreement does outline registrations are non-refundable, which is the root of the problem here regrettably.

At any rate, with that all clarified though it’s unfortunate that you’ve presented the situation here as you have leaving out much of what took place, I did credit the account for you as requested.  We do appreciate your business and hope the credit shows this.  If you have any further questions or concerns for me, please feel free to respond to ************ and I’ll address those personally.

Best Regards,
****** ******
******** ** ******** *******
Hostgator.com

Business Response: Hello Again,

My apologies that the renewal in fact had not processed, however I was working off a note in the ticket history stating it was paid and renewed which having reviewed your first call appeared was the case.  The renewal has been processed manually and taken care of at this time, which I've verified personally though *** *********** may still take a few hours so please realize it may not initially load from your location till those updated *** records propagate.  It has certainly been taken care of though as shown in the whois below:

Domain Name: *******************
Registry Domain ID:
Registrar WHOIS Server: *******************
Registrar URL: *************
Updated Date: 2014-***************
Creation Date: 2013****************
Registrar Registration Expiration Date: 2015****************
Registrar: ********** **** *HostGator)
Registrar IANA ID: ***
Registrar Abuse Contact Email: ************************
Registrar Abuse Contact Phone: ###-###-####
Name Server: ********************
Name Server: ********************

My apologies again for my own confusion as I worked to resolve this mess, though I can assure you I do in fact want to make sure this gets resolved contrary to your continued false accusations about your interactions with our support. It's unfortunate to see that given I have the calls recorded and reviewed those fully, though all the same we stand behind our products and services are simply happy to get this resolved and put an end to the matter.  If you feel taking your business elsewhere is in your best interest even in light of your own lack of cooperation when our ******* tried to explain and resolve this with you the first time, after reviewing the calls and understanding what was said, perhaps that's best.  Please let me know if we can be of any further assistance while you prepare to make that transition or if I can do anything further to assist here directly with the service should you stay please don't hesitate to ask!  We'd hate to see you leave over what was a simple mistake, but  I can be reached directly at ********************* should you need anything at all.

Best Regards,
****** ******
******** ** ******** *******
Hostgator.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be sort of satisfactory to me.  


If you listen to the recordings, you would understand why I hung up on your ******* the way I did. Its obvious that hostgator teaches its employees that hostgator can never be wrong. Just reading the thousands of complaints online, the language you continue to use in youre responses to my BBB complaint, and in the BBB online complaints, I cannot stay with a company like hostgator, if ever this issue happens again, I wouldnt want to call you guys at all. Its scary, but thank you for finally handling the actual issue. Take care 

11/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In ***** 2014 ************* suspended my hosting account for non payment of overdue funds of $10.61. I agree with the charged amount. However since then I have constantly been billed $10.61 per month for every month after ***** 2014. My most recent bill was in ******** 2014 and with that my total amount owed increased to $106.10. I have contacted HostGator on several occasion in an attempt to have this corrected so that i can pay the amount when my account was suspended in ***** 2014. The major issue I have is a hosting account serves 1 purpose. It allow you to host a website which enable your website to be live and accessible on the internet so that a customer or anyone is able to type in your website address and access your website. My website address is ******************************** this website has not worked since my account was blocked in ***** 2014. Ineed your help in resolving this Communications: *********** ** ******** 18, 2014 at 04:55 PM Hello, Your account was suspended for non payment in *****. In order to reactivate your account, you will need to log in and pay the past due invoices for the account. This is not deceptive billing practices. It is written in our terms of service that unless you cancel an account via the required method, it will continue to generate invoices which will need to be paid to reactivate the account. Regards, *********** ** *** ******* ************* ************* *** **************************** ******** 18, 2014 at 09:35 PM Please escalate my account complaint to the highest executive with the greatest urgency. You suspended my hosting account in ***** 2014 for lack of payment which suspended my hosting service and the ability to host my website. You have exercised your right but you have charge my for a suspended account and service that I could not use. Please refund all charges and fees from the date of suspension. I am responsible for the fees outstanding until my account was suspended because I used and enjoyed those services. ******* 30, 2014 at 07:58 PM You guys need to take a look at my account and correct the overcharges. Â You suspended my account over 10 months ago which prevents me from using and also blocks the website from use. Â Please provide me with an accurate bill

Desired Settlement: Adjust the billing and fees back to **** 2014 and I will pay that amount. Remove all fees and charges billed after the account was suspended in ***** 2014. Those charges are deliberately overstated and incorrect since the account and service were unusable. Close my account and allow me to move my domain to *********** where I prefer to do business.

Business Response: Good Morning,

Thank you for bringing this situation to our attention for review, and our apologies for any frustration your confusion over our billing system has caused.  I would like to initially point out as well, that the situation has in fact already been resolved, having been immediately addressed last evening after you requested escalation to an executive and my ******** ******* ******* got involved.  The lack of patience here on your end is unfortunate as the complaint was essentially resolved before you even got the complaint opened, nor did you really even give us a chance to resolve this and explain the situation.  Additionally, the entire situation was entirely avoidable had you actually read the agreement prior to agreeing to during signup, which it appears you likely did not.

The agreement itself does outline payments, the fact that a card is kept on file to make recurring payment, as well as the fact that we will continue to bill you even after the account goes delinquent and into suspension.  Reviewing your open ticket ************, what you’re failing to understand or accept is that while you in reality cannot use the service when it’s suspended, that’s the result of your own negligence and lack of payment, but because we’ve failed to provide you the service as promised.  To that end, had you cancelled the account in ***** as the Terms of Service outlines you should have to avoid further billing, you would not have continued to receiving invoices.  During this time though we did hold your data and are now at a complete loss for that server space the past 6-7 months, which could have easily been leased out to another client.

It’s no problem to take on that loss in an effort to remove the multiple invoices and allow you to get this paid and back on track, but moving forward I would like to ask that you ensure you read and fully understand Terms of Service agreements prior to joining a service.  Though I realize it’s frustrating to be told that at this juncture, the headaches and frustration could have simply been avoided entirely.  Please let me know if you have any further questions via ************* which I’ll keep assigned directly to myself for contact as necessary.

Best Regards,
****** ******
******** ** ******** *******
*************

11/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been with Hostgator for about 5 years. The first 4 years were excellent, and I never had a problem they couldn't handle. The hosting and customer service were second to none, quick and reliable. Recently, I have had EXACTLY the opposite experience. Initially, I gave them a break. All businesses have their bad days. Well, I've given them a year, and they haven't changed a thing. I'm guessing they were acquired by another company (the only thing that would explain such a rapid change in performance and customer service standards. Primary Complaints: 24/7 support advertised but not provided. Not answering their phones Not answering their Live Chat modules Not answering their tickets Seriously, take some ownership of your company. All I want is an *** to get away from Hostgator, or at the very least, *** your system so that it provides *** numbers so I don't have to keep contacting you guys for the most basic of services.

Desired Settlement: All I want is some kind of response to this SIMPLE request. Phone call, ticket answered, live chat answered, SOMETHING. Get it done!

Business Response: Good Morning,

Thank you for bringing the delay with your domain *** keys to our attention.  Though I understand and apologize for the frustration you’ve experienced I’d like to point out that the request for the *** keys was made the day prior to you submitting a complaint.  While we understand this turn around isn’t exactly speedy, at the same point we have been experiencing higher then usual volumes resulting in the delay.  Instead of reaching out to us via ********************** however for assistance as requested here via the BBB, you simply filed a complaint, in our mind perhaps prematurely.

I apologize too for the current service level and staffing, though we are working to address this and are seeing positive changes slowly over time the past few months.  We unfortunately can’t just throw untrained staff into our support structure, so please understand we are making improvement and look forward to returning our service to the level you previously came to expect.

As my email last week noted, though I was unable to locate your account with any of the information provided here initial in the complaint I did eventually track down the billing account and your open ticket, escalating the request for your EPP keys.  That was processed shortly there after, and since unlocking the domain and providing those keys we’ve heard nothing back from you confirming success on your end.  I did see you rated the ticket response a 0, which is fine as we appreciate any ratings we receive, though ultimately I’d like to ensure you did get the domains unlocked and the keys working to transfer those domains. 

As you have my personal email address please feel free to reach out to me directly as opposed to using support given your dissatisfaction and I’ll be happy to address your concerns personally.

Best Regards,
****** ******
Director of Customer Service
*************

11/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company shut down my account after complaining that their hosting service was not working and was website was not live, which is what I pay for. They shut down my account and have not responded to my last 5 emails for support. Their live chat does not work and they are not answering the phone. I tried to lo into my billing panel to cancel my account and I am locked out. I have no way to contact them and they do not respond to any correspondence. They have my billing info and will continue to charge my credit card despite locking me out of my account and not providing the service I am paying for.

Desired Settlement: Refund for October 2014 (when they shut down my account) and any future months that have been pre-paid for.

Business Response: Hi *****

Thank you for reaching out and bringing the situation to our attention. Though I would have been happy to assist you directly via ********************** had you reached out prior to submitting the complaint to see if we could provide you a better level of support, and address your concerns, I realize at this time that you currently have a cancellation request in and are just looking to move on.  I'm sorry to see that take place prior to getting a chance to try and right the entire matter, but all the same I realize you're frustrated with our current support situation, as we've continued to grow the past several years and are experiencing some difficulties as we recruit and hire new staff this year in an effort to keep up with demand.  Though we are certainly committed to getting ahead of this problem and are slowly winning the battle as we continue to hire, even going as far as implementing contract workers to help ease the current pains, I also don't want to drag out your headaches any further then necessary.

I've asked a supervisor to go ahead and process your cancellation this morning as promptly as possible, though it looks like we’re going to either need to sync up with you and get a ****** address we can process a refund to, or simply mail you a check.  I see that you requested a refund of October, though if it’s alright in an effort to hopefully leave you with a less sour impression of our brand I’m going to refund the prior 3 months of service to you.  That comes to $44.85 US, which I hope is agreeable.  We’ll get that refund sorted out though in the open ticket ************.  If you have any other questions or concerns beyond my response here, please also feel free to request me in that open cancel ticket in the short term.  Once the cancellation is processed, the ticket will just be assigned to me in relation to the BBB complaint, so if I can assist with anything else just let me know!

Best Regards,
****** ******
Director of Customer Service
*************

11/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hostgator's service and support has degraded tremendously within the past few years. My server has went down due to their incompetencies as a web host provider. Their support has degraded to the point of where a minimum of 30 minutes wait time. I submitted a ticket Nov 1 and 4 days later still no one has responded to it. I am currently unable to manage my website which is still in a Halloween theme which makes my company look as if we don't have our processes together to switch it off as well as end the Halloween sale. So now my customers are still seeing a halloween theme and still buying my products at 50% off.

Business Response: Good Morning,

Thank you for reaching out to us regarding the recent support delays.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you, though we do appreciate you reaching out and letting us know so we can hopefully address the matter with you as promptly.  In regards to our delays, we do acknowledge staffing has been an issue this year, which we’re working as quickly as  we can to address.  We’ve been quite excited for our tremendous growth these past several years, but the reality on the flip side is that we’ve honestly had difficulties keeping staffing inline with support demands.

While our service level from a quality stand point hasn’t diminished as we continue training and adding new staff to our support team, we do ultimately recognize that the speed by which that we’re able to get through queues has dropped as you noted, simply due to volumes.  We have ramped up recruiting and training efforts however this year in an effort to get ahead of the issue once and for all, and though progress is steady, it’s unfortunately quite slow as we continue to combat our growth.

Moving to your downtime concerns, I’d like to point out after reviewing your ticket history that it appears you’re simply not reporting issues to us when they occur, as it’s been several months since a ticket regarding downtime was opened.  You mention in the complaint itself that your server has been down recently, though the ticket you mentioned as delayed is regarding adding SSH to a domain which you would have had access to perform yourself through WHM.  Though the delay is obviously unfortunate, at the same time you did have appropriate access to perform this quickly through WHM, and as such I cannot reason providing the requested credit.  

As was explained in a prior BBB complaint requesting credit per our 99.9% uptime guarantee, that’s offered specifically towards shared and reseller platforms, not towards your dedicated environment, which is covered by a network uptime guarantee.  As I’m not aware of any network downtime to your server  recently we’d be unable to provide credit as requested.  We were also extremely fair to you earlier this year after you requested a downtime credit, having provided several times what our Terms of Service and the network guarantee promise, which I think requires some extra consideration given you’ve returned once more requesting compensation with little to no details regarding the problems.

Finally, it’s also concerning that I previously had contact with you through the BBB, providing you my own contact details if you needed them in the future which you neglected to make use of.  Though I’m happy to address your issues personally, without contact as you’re experiencing issues it’s impossible to assist you otherwise.  With these points made and my prior explanation regarding the network uptime guarantee on your server, it’s our decision that we’ll be unable to provide you the requested credit.  

If you have further concerns or would like to provide details on downtime, which I may in fact be able to consider towards a credit please feel free to reach out directly in ************ which I’ll keep assigned directly to myself for this purpose.

Best Regards,
****** ******
Director of Customer Service
*************

11/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My companies account with HostGator was hacked. They changed all of our information to access our website and account and also charged $265.00 to our credit card. I have been trying since October 6 to try and resolve this with HostGator. They have continuously asked us to verify who we are and after we do that there is no response. I called again today for the 3rd time and again they are asking me to send documents to verify who we are. Where are the other documents I sent? And they never verified the people that hacked our account.

Desired Settlement: Refund the money charged to our credit card, reset our user name and password.

Business Response: Hi ******

Thank you for reaching out regarding this situation with your billing account.  Unfortunately due to security and the fact that the email address and name provided don't seem to relate to a billing account in any fashion, I'll need to get some more information from you.  I understand you believe the email address on file was changed at some point, though in my initial review that doesn't seem to be the case.  Regardless, I do understand what you state has occurred and if you can please provide me with additional details to ********************* I'd be happy to look into this further and do what we can to hopefully reverse any unintended ownership changes.  I'd like to also make it clear that given the details aren't 100% solid as of yet based on what was reported, we do need to investigate both parties in an instance like this which simply takes some time.  The delay isn't intentionally, but we do appreciate your patience as we work to hopefully nail down the facts.  I apologize that I can't be of more help initially, though once I have some additional clarity hopefully we can get this resolved for you once and for all.

Best Regards,
****** ******
Director of Customer Service
*************

11/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have tried to contact this company on several occasions to cancel my account. They have a 45 day cancellation policy in which I am asking for my money back. My first attempt to cancel my account was on 11/01/14 at 5:23AM. This was followed by an automated response from the company saying please wait 48-72 hours for confirmation. On 11/04/14 I still had not heard back from them so I contacted them again, explaining they were now outside their 72 hour window and that I would like to cancel my account with a full refund. On 11/05/14 I still had not heard back from them so I have followed up with yet another message asking them to cancel my account and provide a full refund.

Desired Settlement: I would like a message from the company explaining that my account has been cancelled and no further charges will be made as well as a complete refund of the money I have given them.

Business Response: Greetings,

Thank you for reaching out to us regarding the delay with your cancellation.  We're unfortunately experiencing higher then normal support volumes the past few weeks due to an outage that occurred with some of our reseller servers on 10/29.  Though we're approaching normal volumes again as we work to get caught up, I did locate your cancellation ticket and will be processing that very shortly.  The delay will not affect the 45 day money back guarantee either, as I've ensured our retention staff are clear to make sure that's refunded.   I'll keep an eye on the ticket as well, though if you have any questions or concerns with this as the refund is processed as promised please feel free to request my assistance in the ticket directly. 

Best Regards,
****** ******
Director of Customer Service
*************

Business Response: Greetings,

My apologies for the confusion that took place within our retention department.  I'm not sure where the miscommunication was, though after finding your response here I've ensured the full refund was in fact issued.  Please let me know if you've still not received that, however looking at the cancellation ticket I see **** did confirm this was corrected for you.

Best Regards,
****** ******
Director of Customer Service
*************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  However; I am not sure why it took another 72 hours for my case to be closed.  I will not recommend your service to others and hope that you can use my experience with your company to create a better customer experience for others.  Perhaps offer a customer service program where someone can speak to a live agent in under 30 minutes, nobody has that kind of time anymore.  My suggestion is that you immediately up your customer service team and remove your ticketing process.  It is not an effective means of managing clients.



 

11/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ON 11/2/2014 I attempted to register a Domain Name for a client at Hostgator.com. I filled out the proper information and clicked the button to complete my transaction. I received a message saying they were not able to process my card. I retyped the number and tried again, I received the same message. I tried one last time and received the same message. I decided to check the balance on my card to make sure. What I found was that hostgator had charged my card all 3 times. There were 3 charges on my account for every time they had said the transaction was declined. I then called the customer service number on the website. After waiting on hold for well over an hour, a representative finally answered. I explained the situation, he insisted that hostgator had not charged my account, "because they had note collected any money". At one point hinting that I was lucky I was even getting that money back. He attitude the entire conversation was that he was doing me a favor by even talking to me and processing a refund, of the money they supposedly never took.When I asked for a supervisor he informed me that they did not talk to customers. As at that point hostgator had effectively drained my account, I requested they provide the domain name for free. He said he would send an email and request it. I asked to speak with that department, and they dont talk to customers either. I was not able to register the domain name. As my client was on a tight timeline. I lost an $800 job over this. This conversation went on till I had to leave for work. It got no where. I called back when I got home from work, again after waiting 45 minutes ****** answered. I explained the situation, he made it very clear he did not care. He said maybe 10 words to the entire conversation. I asked for a supervisor. No response, My wife asked why I was so upset. I told her (While still on the phone) the representative wont even talk about it. He responded with "I am typing to my supervisor like you asked". I told him I worked pretty much the same job he does, and I type to my supervisor and engage customers all the time. As a matter of fact I work in a position where I talk to customers and support the entire 300+ tech floor via chat. His response was "Well, Goooood for you". I then told him I want a supervisor now. About five minutes later I get ****** on the line. He was the most Patronizing and Condescending man I have ever come across. He show absolutely no remorse for what had gone wrong and how it effected me. As a matter fact fact he blamed MY BANK. How could the problem lie with my bank when I was clearly charged through my bank. Then he blamed the problem on the fact that few people ever used American Express Cards. Anything but taking ownership that any sort of problem was caused by hostgator. Anytime an apology was made, it was "I am sorry that's the way you feel". He made it very clear that he had no interest in what I was losing over this, as long as Hostgator didn't lose anything in the process. He said many times, That he had to act in the best interest of Hostgator. His tone was that of a position of power with a dangling carrot the entire conversation. In his eyes, all customers were wrong, and he nor hostgator could make no mistakes. This went to the point that at the end of the conversation he (When I had finally given up), He asked is there anything else you need *****, I said you dont even know my name, this conversation meant so little to you that he couldnt be bothered with knowing my name. When I questioned this, he said he had simply mispronounced it. How do you mispronounce ******** with ***?

Desired Settlement: I would still like the Domain registered for free, I would like a phone call from someone in the company that actually means something. I would like some sort of compensation for the client I lost over Hostgtors mistakes.

Business Response: Good Afternoon,

Thank you for bringing this situation to our attention via the BBB.  I appreciate the opportunity to review the matter, and apologize for the frustration you’ve been through, however after reviewing your extremely combative call with our staff, I wanted to take a little closer look into what was really going on which I have and will now detail here.

First and foremost to be clear, I realize that you were billed three times for the domain registration, which is extremely unfortunate given the system had provided you an error, prompting the additional attempts.  I’ll absolutely be following up on this through the ticket you have open already with my Customer Service Manager, ******* though I believe he’s been in contact with our development team already at this point.

Moving to my own concerns, it actually took me a minute to locate your current billing email address with us, as the email you provided was associated with a past due account, owing more then $600 because you seem to have never cancelled that prior account.  Though it’s no problem to take care of this(which I have, the account is cancelled as of this time) and just waive the invoices, please also understand that by not canceling the account, we’ve held your data for quite some time at a loss to our company.  

That said, I’m not an unreasonable person and wouldn’t expect you to clear this debt at this point given you currently have an active account signed up as of Sept of this year which is in good standing, but at the same point I’d like to ask that you treat our staff with a little more respect should issues ever arise in the future.  I realize you’re frustrated and just wanted this resolved quickly as you were overcharged, but going back through the billing history you linked me to through the complaint I feel we’ve been pretty reasonable with you seeing how my customer service team handled the resolution this week.

Finally in regards to the charges, I see that ****** spent some time with you over the phone earlier this week and refunded those charges, all in full via the ticket *************  It seems he also provided you with the domain registration for the next year free of charge, as requested.  Going forward I’ll keep the ticket you communicated through for the refund assigned directly to myself.  If you have any additional concerns please feel free to respond directly there and I’ll be happy to work personally with you.

Best Regards,
****** ******
Director of Customer Service
*************

11/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The servers at HostGator suffered an outage some time in the late hours of October 28th, 2014 as best I can tell. Two service tickets have been opened and numerous emails through social media and direct to HotsGator have gone unanswered. The company provides vague updates about the situation on social media and their own forum software, but does not provide an ETA to repair. The company offers a 99.9% up-time guarantee - but a 24 hour or more outage certainly violates that guarantee.

Desired Settlement: I have paid for service I am not getting. Although all of the sites on my servers are donated to non-profits and social groups, the impact of having those sites down for multiple days is no less devastating. Although I can live with outages as I understand problems can occur, the lack of communication has be irritated beyond belief. How does HostGator plan to compensate its loyal customers?

Business Response: Good Morning,

Thank you for reaching out and bringing this situation to our attention.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this outage has caused you, though I’d like to also offer an explanation regarding the support volumes and communication which suffered as we experienced volumes much higher then usual.

As you’re aware this past week after trying to reach out to us during the outage itself, both chat/phone support volumes were extremely high, which was noted either through IVR on phones or through a pop up on our chat system.  The unfortunate reality is that while we do host a great number of resellers on the affected servers, volumes were further elevated as a result of many of the resellers’ resold clients reaching out to us directly for information.  We specifically ask resellers prevent their own customers from contacting us in our Terms of Service, as the resold customers aren’t our direct customers, but the resellers.  Unfortunately there’s not much that can be done during such an outage to offset the contacts from these additional resold accounts as we try to address our actual customers concerns, but I will add that we’ve been working around the clock ever since to get to everyone.

We’ve also requested staff who weren’t scheduled to work extra shifts, or longer shifts in an effort to lessen the delays, but appreciate everyone’s extreme amount of patience.  Regardless we also understand the headaches and frustration you’ve all been through and want to do what we can to improve communications in the future.  Though updates were being provided through ********** *** ********** ** ******** as well as through our ******* ****** forums on our site which has always been used for this purpose, I’d like to hopefully see email or SMS notifications come into play in the future.

Till that’s a reality though, we’ll continue improving upon our current communication channels and really wherever we find areas to improve after the fact when issues like this arise. We’ll obviously shoot to avoid a repeat, though I simply want to make it clear we realize we can make positive improvements.  

Finally, regarding the service you felt you didn’t receive, we do certainly guarantee these accounts with our 99.9% uptime guarantee, and I see that our billing staff has honored that with the month of credit.  At the same point I realize the outage was pretty extreme and likely cost you more then a month’s worth of service.  Though we’re also a business and need to keep costs in mind as we compensate the many affected users, I’ve gone ahead and applied an additional two months of credit towards your account.  I hope this gestures we’re interested in righting the matter, though if you have any further questions or concerns I can work to personally address as we restore your faith, please let us know via ************ which I’ll keep assigned to myself and the management team.

Best Regards,
****** ******
Director of Customer Service
*************

11/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sites have been down for over 10 hours with over 30 sites in my reseller account.I have left responses to hostgator on facebook and replies to others and they keep deleting my very factual replies. They said it was fixed at hour 10 and then it's still not. No one is answering call or getting hung up on, ******** person keeps saying PM them but noone is getting responses. this is a huge outage and they aren't updating and when they do making excuses. They even said today on ******** they don't have enough techs and need to hire more...... they need to stop taking clients then if they can't handle this.The outage is due to a operating system update....WORST CS ever.

Desired Settlement: I can't get the money back that has already been lost to my clients and if I loose a client over this they wouldn't pay what my clients are paying anyways

Business Response: Good Morning,

Thank you for alerting us to the troubles you experienced last week during our Reseller outage.  Though it’s unfortunate you didn’t reach out to our management team directly via ********************** to discuss your concerns, as the BBB site outlines should take place prior to a complaint being filed, I understand your frustration, and appreciate the opportunity to address your concerns regardless of whether it’s through our own channels or the BBB.

Looking over your account I see that you’ve been a customer for many years, so I’d like to first and foremost offer a credit towards the troubles per our 99.9% uptime guarantee.  Though that specific guarantee only provides a months credit based on the downtime experienced, and the fact that we didn’t meet the 99.9% uptime promised, I’d like to go one further and offer you a few extra months towards your reseller server.  I’ve applied a credit for 3 months at this time, which is available through the billing system for future invoices.

In regards to the losses you note may have been experienced, though we do sympathize with the plight the outage caused many of our resellers, at the same time our Terms of Service does outline that we unfortunately cannot be held liable for such damages.  I wish there was more we could do to help our clients who did suffer from this, though that’s indeed why our 99.9% uptime guarantee exists.  The reality is, that we simply cannot compensate every single reseller involved to the degree you mention losses may have occurred, as we are a business just as yourself and need to keep our own costs during compensation in mind.  Hopefully the couple extra months of service gestures our interest in righting the situation, but please let me know if I can address further concerns in regards to the credit or compensation.

Finally, in regards to the noted concern with staffing, though it is true we’ve continued to grow over the years since you joined us, we’ve also continued to recruit and hire new staffing in an effort to keep up with the ever increasing support volumes, going as far as starting to employ contract workers this summer and fall to further help the situation.  The simple fact here is that it lamentably just wasn’t possible to keep up with the huge increase(several times over our normal volumes) in support requests that resulted, even after calling in unscheduled staff and offering OT to keep people in the office working as long as possible.  This also takes a toll on our staff which needs to be kept in mind, as they can’t help if we burn them out entirely, but we’ve done what we could to push staffing and move as quickly as possible through support requests during this time.

Best Regards,
****** ******
Director of Customer Service
*************

11/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have our websites hosted by Hostgator.com, and we have been unable to process credit cards on our site due to an error on their end. They have stated that they will respond to our requests and tickets, but have not responded or offered a resolution. We are an ecommerce business, and depend on internet transactions to sustain our business. We are losing customers and profit due to their lack of response. Our first ticket was opened on 11/5 at 12:53pm, with additional tickets opened 11/6/14 at 11:07am, 11/6/14 at 1:45, and another on 11/6/14 at 3:49 and have not received an update or status on what is going on. We are being told that they are very busy, however we are being negatively impacted by their lack of response.

Desired Settlement: We want this issue to be resolved, and would like to be compensated as our website has essentially been down for more than 24 hours. We would like our account to be credited for the time lost when our website did not function as necessary to complete our customers transactions as normal, due to an issue with our host possibly deleting files from our account.

Business Response: Good Morning,

Thank you for bringing this situation to our attention for additional review.  I'd like to first and foremost offer our sincerest apologies for the inconvenience and frustration this situation has likely caused you, but reviewing the open ticket on the matter it appears hopefully that everything did end up resolved in the end once the tickets were escalated appropriately.  Given the trouble and delay initially getting this investigated and resolved for you I did also want to provide a credit which you requested in the complaint.

We do absolutely stand behind our shared services with a 99.9% uptime guarantee, and while the issues with the hash authorization keys and your third party software aren't necessarily covered by that guarantee, I do want to help ease the burden of this days downtime.  I've applied a three month credit towards your account at this time, and once the hosting renews, the credit will apply automatically towards that payment.  If you have any further questions, or concerns please feel free to reach out to me directly in ticket *************

Best Regards,
****** ******
Director of Customer Service
*************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Thank you for your quick resolution to this matter.





 

11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I wish to list all possible issue in Customer Service. Since this is a service oriented business, I do expect a faster response time and someone who is solving tickets/issues to REALLY do it like HUMANS instead of machines. I run an ecommerce website and as per ****************************************-emergency-maintenance************* and the issue started since 10-29-2014, 02:29 AM (CST), it was not resolved until 3 days and after I called and stayed on hold for over 3 hours total + live chat hold 3 hours, I was able to have someone restore my db for 6 days back. I quickly responded back to the ticket stating that either restore it back to how it was OR restore the attached *****. I can restore ***** too, but I am not sure if they are going to touch my database after I restore. I don't know if they have a better copy then I have as at least it is much better then 25th. I don't think they REALLY care for the sensitivity of the topic. This has been going on since over 2 years - I think ever since company has grown they have started to care least for their customer.

Desired Settlement: Refund me an amount that makes be satisfied over the wait and the loss. Fix the problem and ensure no problem will happen in future Explain me in detailed a process in place to improve customer service

Business Response: Good Afternoon,

Thank you for bringing your troubles last week to our attention. I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you.  Though we can’t simply compensate you towards your time, I’ll be happy to provide you a credit per our 99.9% uptime guarantee.  I’d like to also touch on a few points you’ve mentioned and offer an explanation towards those concerns as well.

We’re definitely sorry to see the wait times climb the way they did during this outage, though to put support volumes into perspective as our reseller clients when into a state of hysteria, we typically handle around 30k chats a week.  Last week’s volumes were over 60k, just for the couple of days after the outage due to residual issues needing attention and addressed.  Phone and ticket volumes were also near double what we’d see over a week during this period of time.  Unfortunately, even though we’ve increased our staffing a great deal this year over last in an effort to meet support demands as we continue to grow as a result of our success, there’s just simply no way to forecast such a huge volume, and we’re sorry to all our affected customers.  We realize it’s frustrating when you can’t get in touch with us, and to that end were making updates throughout the day to our support forums.

Looking back on the outage, there’s certainly room for improvement and we look forward to taking what we’ve learned to further strengthen our support during such events, but also improve communication to keep our clients informed.  Finally, while I unfortunately cannot provide you with compensation towards your time spent trying to contact support, the service is certainly covered by our 99.9% uptime guarantee, which offers a month of service as a credit on the account if that’s not met.  I realize such compensation isn’t appropriate to even consider given the frustration experienced, so I’ve applied two months beyond what the guarantee promises, totaling three months.  I apologize that we can’t provide further compensation, though we do stand behind the service and hope going above and beyond what’s promised shows our interest in righting the situation and moving forward with you.  We appreciate your business with us, so by all means please let me know if there are any further questions or concerns at this time.

Best Regards,
****** ******
Director of Customer Service
*************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  

You need to come-up with a plan to providing much better service, with being BIG and having SO MANY customers it is critical to have ZERO ERROR service otherwise it is VERY easy to run into the problems that you just mentioned. I would like to see what you were doing before vs now that is causing more and more issues to raise. Its not just me - if you Google up hostgator sucks OR hostgator reviews you will see many many many fans of Hostgator stating the same thing.


I have myself stated the same thing in my BBB complain earlier.

Instead of increasing the customer service why not make it ERROR free to start with? 

My question is> What has changed in last 3 years that has caused so many issues? Key person got fired? You have more customers then you can handle? What?



Regards,


 

11/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Hostgator provides an 'uptime guarantee' for their paying customers, however, at the end of October they caused a severe outage which constituted their guaranteed uptime of '99.9%' to not apply to the month, which means that for the month of October, any customer who requests it will receive a monthly credit to their bill. Admittedly, an outage like this that causes problems for more than one business day for all the resellers and all of their clients can mean a loss of thousands of dollars of revenue for all clients, so the monthly credit is a drop in the bucket compared to the loss of business caused. There was also extremely poor communication regarding the outage. I have opened two tickets with Hostgator's support system and it is a week later and there is still no response or activity on the tickets. Instead of giving me the refund or credit, they have billed me again.

Desired Settlement: I am requesting a full debit card refund for the month of October which failed the guaranteed uptime, $26.60.

Consumer Response: Better Business Bureau:

This letter is to inform you that HostGator.com, L.L.C. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/7/2014 11:18:48 AM and assigned ID *********

 
Their invoicing system reported a full charge, oddly enough, but my third party processor reported the credit.

Regards,

11/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: HostGator offers web/email hosting services with "99.9% uptime guarantee" (as advertised on homepage of hostgator.com). This equates to 45 minutes of downtime per month. Our sites and email, including several sites we manage for clients, have been down for two days (36+ hours and still ongoing) due to a failed upgrade by hostgator. Numerous calls to support and attempting to escalate have failed to produce action regarding the sites (our business is dead in the water due to this), and they refuse to move us to working servers (the sites are reasonably small). This complaint to BBB is to get HostGator to change the false claim of 99.9% uptime. They either do not have a plan in place (or they refuse to implement it) for when failure occurs. The plan could be as simple as as moving sites to a functioning server when the 99.9% uptime is not being met. Therefore, making the 99.9% uptime claim is fraudulent. This has impacted our business and affected numerous sites besides ours and our clients. The 99.9% uptime claim has been broken several times in the past as well.

Desired Settlement: HostGator's unrealistic claim of 99.9% uptime should be changed or removed. Alternatively, proven action toward meeting this goal (ie: having a plan to move affected sites during a failure scenario, or some other plan that would help meet the 45 min downtime per month goal) would also be reasonable.

Business Response: Good Morning,

Thank you for reaching out to us regarding the 99.9% uptime guarantee and your troubles last week.  Though it’s certainly true a planned OS update to reseller servers caused service disruptions for many reseller customers, the notion that we’re not honoring our guarantee is simply not correct.  We do in fact maintain such uptime on most all of our shared/reseller servers month after month, and though I believe you may be assuming 99.9% uptime guaranteed means our servers have a redundant backup/failover, that’s simply not the case, nor is that how we advertise the guarantee.

For clarification sake I’ve included Section 15. Uptime Guarantee from our Terms of Service **************************** *

“15.Uptime Guarantee. ?If your shared or reseller server has a physical downtime that falls short of the 99.9% uptime guarantee, you may receive one (1) month of credit on your account. This uptime guarantee does not apply to planned maintenance. Approval of any credit is at the sole discretion of HostGator and may be dependent upon the justification provided. Third party monitoring service reports may not be used for justification due to a variety of factors including the monitor's network capacity/transit availability. The uptime of the server is defined as the reported uptime from the operating system and the Apache Web Server which may differ from the uptime reported by other individual services. To request a credit, please visit **************************** to create a support ticket to our Billing department with justification. Uptime guarantees only apply to shared and reseller solutions. Dedicated servers are covered by a network guarantee in which the credit is prorated for the amount of time the server is down which is not related to our uptime guarantee.”

As promised by this agreement, I see our staff provided the credit to you in ticket #************.  Due to these we may simply need to agree to disagree on the fact that we do stand behind the agreement, nor that it’s in any way fraudulent.  Had we neglected to provide the guaranteed credit that would be an entirely different situation, though we have and always will stand behind our service in this fashion.  With that all clarified, I do also understand that the outage likely put your business on hold last week and want to do what we can to hopefully gesture our interest in righting the relations.

At this time I’ve applied an additional two months of credit toward your hosting account.  If you have any further questions or concerns with the credit itself, please let us know via your previously opened customer service ticket #************.  We do absolutely appreciate your business and want to make right on this as we move forward, so while we may not agree on the guarantee or it’s use itself, please let us know if we can be of any further assistance.

Best Regards,
****** ******
Director of Customer Service
*************

Consumer Response: Better Business Bureau:

 I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

HostGator's response confirms that their advertising is misleading.

from the top ****** definition of guarantee:
"1.  guarantee:  a formal promise or assurance (typically in writing) that certain conditions will be fulfilled, especially that a product will be repaired or replaced if not of a specified quality and durability."

HostGator support repeatedly (for over 48 hours, well longer than 45minute downtime in the guarantee) stated "I have no information", "We have no ETA on a fix", and in addition also refused to move our accounts to a functioning server, claiming that the uptime was a money-back guarantee only (by refusing to move our sites/clients, ********* has rejected the force of the guarantee involving repair or replacement of the defective (ie: >45 min downtime) product).

HostGator requires that users read 15 sections into the terms to find out that they are using a non-standard definition of guarantee.

This complaint would be resolved if any of the following were done:

    - change the uptime phrase to "99.9% uptime moneyback guarantee" (or similar) to make it clear this guarantee applies not to uptime but to the refund

    - create a plan to enforce the guarantee (such as a defined set of steps that HostGator takes when uptime degrades to 99.8%, 99.5%, 99.0%, 97.0%, etc) - this would show that HostGator actually considers it a guarantee, instead of the "we can't do anything at this time" responses that support consistently provided during this outage)

    - any other option that clearly clarifies how HostGator is using the word "guarantee" or that shows HostGator is serious about taking action to meet the guarantee (then the wording would not have to change)

Regards,

**** ****

 

11/5/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 2 days host gator is messing around with my ecommerce website and the website of my clients We can not make any sales because our website is down and on the top of all the website came up and all our database was messed up

Desired Settlement: for the whole year

Business Response: Greetings,

Thank you for bringing this matter to our attention.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you, however we are certainly honoring our 99.9% uptime agreement, which was obviously not met this past week during the outage affecting many reseller servers.  Looking over your billing account I see that we did already apply a credit towards the guarantee, and though I realize we may not be able to compensate you to the degree you're hoping given you may have in fact incurred losses through ecommerce sites, I'd like to go one further then just the month credit the guarantee offers.

Keeping compensation totals in mind as we are a business too, while I can't directly compensate towards the losses you have communicated were experienced, I have applied an additional two month credit to your billing account.  This brings the total credit to 3 months, and I hope gestures our interest in moving the situation forward.  If you have any concerns or questions regarding the outage itself, please feel free to follow up with us directly in your previously opened Customer Service ticket *************  We’ll look forward to moving beyond this and hopefully regaining your trust!

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Consumer Response:

THis does still not resolving the money loss we had for not making sales for the 2 day downtime

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



 

11/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A recent (non-requested) HostGator systems upgrade (around 10/28 - 10/29) caused their servers to lock up. Upon rolling back the update it caused the MySQL database to delete my InnoDB tables for my medical billing company. I operate this site for at least 10 doctors and it contained important patient information and their respective records. I have contacted support with no assistance provided and my support tickets have yet to receive a response (24 hours and counting). I have even offered to pay extra in order to expedite my request which was denied. The doctors need this site operational in order to submit their billing, I cannot simply move to another server as I do not have a recent database copy. 4 days and counting without any resolution or satisfactory response. A dedicated server is no better as I also have one with them which was completely down for 2 or 3 days this past April due to a router issue.

Desired Settlement: I would like to either obtain a copy of the most recent database records so that I may move to another server or that my site be set with the highest priority and restored to full functionality. I will pay extra if I have to for support.

Business Response: Greetings,

Thank you for contacting Hostgator regarding the frustration you experienced last week.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you, though we’ll also be honoring our 99.9% uptime guarantee in this case, as that was clearly not met last month as a result of the outage affecting your server.

First though I’d like to address the support delays, which we realize made it extremely difficult to communicate through.  At the same time, please also understand that we were not intentionally ignoring customers’ requests, but working as quickly as possible to address customers’ concerns, which were coming through in an extreme fashion.  The reality in this case is that volumes were not only high during the outage just due to our resellers contacting us, but that compounded further with all the resellers’ resold customers also reaching out to us.  Though our Terms of Service makes it clear resellers should be managing those clients, we realize in this case that people just wanted information and can’t fault them for reaching out.

The other concern you mentioned was in regards to migrating your account off the server to another working server.  Due to the OS upgrade not going smoothly, and the resulting MySQL issues that occurred, we lamentably had to run file system checks on each affected server which takes time, ultimately tying up the server as we try and bring it online.  This means that we were unable to move single accounts as you’d requested, so please note that while we realize you were trying to pay more to achieve this, it just wasn’t feasible technically at that time.  I can assure you had this been an option, we would have utilized the strategy immediately.

Prior to jumping to the uptime guarantee, I also wanted to mention that we are not ***** compliant.  It’s concerning that you mention medical patient information, which would typically fall into that category.  Perhaps you’re simply processing billing requests through the account, but I’ve included a link to more information on HIPAA compliance below for your reference:

*************************************************************************************

Finally, I did also just apply a 3 month credit towards your hosting for the troubles experienced.  Our 99.9% uptime guarantee promises just a month of hosting per the guarantee, but we realize this outage had a large impact on some customers and want to offer beyond what’s promised as a gesture of good faith.  We realize there are alot of competitors out there in the market, so beyond the credit, please let us know if you have additional questions or concerns.  We’re happy to discuss this all further as we try and restore your faith with us.

Best Regards,
****** ******
Director of Customer Service
hostgator.com

Consumer Response: Better Business Bureau:

The company was finally able to restore services to full operation. I have reviewed the response made by the business in reference to complaint ID ********, and find that this their reply was satisfactory.



 

11/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Short story - On vacation in ******** Hostgator claimed I was using my site for storage and gave me 7 days of they threatened to delete the datat. I was not, all live files just a lot of them. Service in ******** is terrible so is Wifi. My non tech assistant tried to solve it. Although they knew I was gone they would give no extensions, they would not talk to my assistant, they claimed she needed a PIN I was never given, and she could not reply to their email. I finally got online at ******** enough to ask an Internet group I belong to about this, learned although they advertise "Unlimited Disk Space" it is not true and they have done this to other people using more space. I also found out she needed to "chat" to get around their refusal to speak to her. She sent a live screen print showing the files are live. They insisted on access to my private client area. basically calling me a liar. I make clients sign a non disclosure for my Trade Secret process - Hostgator refused. Cannot allow that, it would negate the Trade Secret. I tweeted and told people, they finally gave me until the day after my ** **** trial started which I had been working on for 6 years and right after returning from vacation. They also tried to solicit me for a much more expensive dedicated server (which I ended up buying, but elsewhere due to how they handled this.) I looked for and was hiring a new host company - I don't like companies who treat me like that. NO biggie, You think I take up too much space despite how you advertise it. I'll leave. I chose a new company to go to, while I was also still in trial. Hostgator then sent me a notice I had HIPPA data which was a misunderstanding from my assistant (and reflected a new TOS they had just created then said I violated). They gave me now 48 hours to remove it. They were informed this was not the case by my assistant in chat, and that I was moving to a new host. Finally I called. They had shut my account off, but my new host was moving it so I thought it was them. A supervisor ******* turned it back on, and assured me as long as the data was moving they would not shut it off. It was shut off anyway. Instead, they DELETED all my 14 years of data ****** morning thereby putting me out of business. No backup. They Refused to restore it. They finally said they have my data bases, but refuse to give them to me unless "legal" approves it. I want them back. It happens a friend backed up my files while i was in ******** but apparently they store the data bases elsewhere. I learned ******* the Supervisor failed to document our conversation. **** *. found I had called by my phone number, and verified I was on the phone for 39 minutes. They have a call recording. **** *. told me legal has to release my data bases but they have them. I need them to put my business back online. I emailed "legal" as they said. Someone named **** replied. He insisted I did not do a "written attestation" my HIPPA data was gone. I told him I had informed ******* it was Trade Secret data not HIPPA data. If my assistant said that she misunderstood (but near as I could tell they first discussed "HIPPA" data.) ******* did not indicate I had to do anything else. **** *. said my files would not have been deleted had ******* documented the ticket. **** refuses to listen to this, refuses to release my data, and refuses to escalate the issue. Hostgator refuses to escalate on the phone. I have repeatedly contacted "**********************" and "*******************" as they requested. The only person who replies is ****. See above. He is a brick wall who does not care I am a ****** *** with 2 kids who is put out of business by their false advertising of Unlimited Disk Space, and their fraud and neglect. So putting me out of business after 14 years is what they did. They have the data, they admitted it. I just can't get them to give it back. I tweeted and told people, they finally gave me until the day after my ** **** trial started. I looked for and was hiring a new company - I don't like companies who treat me like that. NO biggie, I'll leave. I chose one, also in trial. They then sent me a notice I had HIPPA data which was a misunderstanding from my assistant (and a new TOS). They gave me now 48 hours to remove it. They were informed this was not the case in chat, and I called. They had shut my account off, but my new host was moving it so I thought it was them. A supervisor ******* turned it back on, and assured me as long as the data was moving they would not shut it off. It was. Instead, they DELETED all my data ****** morning. No backup. Refused to restore it. They finally said they have my data bases, but refuse to give them to me. I want them back. It happens a friend backed up my files while i was in ******** but apparently they store the data bases elsewhere. The truth is, they have done this to others who they think are taking up too much disk space. I find this unacceptable. Don't advertise "Unlimited Disk Space" then look for excuses to tell your customers they are breaking the rules if you think they take up too much space. Further, once your data hits 145GB it is not backed up. This is not disclosed in advertising. This is false advertising. So putting me out of business after 14 years is what they did. They have the data, they admitted it. I just can't get them to give it back.

Desired Settlement: 1) I want my data bases IMMEDIATELY so I can give them to my new host. Hostgator already admitted they have them. Give them back. 2) Refund my past year's worth of service. You have wasted much more of my time and cost my business thousands already in the past week I have been out of business, not to mention damaging the goodwill of my business. 3) Change your advertising policy to tell the truth. You are not unlimited disk space so stop saying that. 4) I want an apology and a way for customers to escalate when they are hitting a brick wall with someone such as ****.

Business Response: Greetings,

First, we fully understand your frustration with the loss of your data and webfiles and the lack of backup copies.

By way of background, we provide our services pursuant to the terms of a written online contract called our Terms of Service, located at http://www.hostgator.com/tos (“TOS”).  You agreed to these TOS when you signed up for HostGator services.  

As is clearly stated in the TOS, customers “agree to take full responsibility for all files and data transferred and to maintain all appropriate backup of files and data stored on HostGator’s servers.”  Unfortunately, in this case, you did not maintain such backups and upon the termination of your account, none were available.  As is common industry practice with web hosts, we backup our servers for short periods for redundancy in the event of a server problem or outage; however we do not maintain complete or longer term backups of customer web files and other data.  Therefore, we did not have and could not provide you with backup files following termination of your account. 

While it is extremely unfortunate that you did not maintain backup copies and that they are not otherwise available, it is important to note that under the TOS, it is your responsibility, not HostGator’s, to backup and keep extra copies of your data and webfiles.

As is standard practice in our industry, the TOS further provide that upon termination of an account, the account data is removed from our servers. In addition, the TOS prohibit use of our services for HIPAA protected data, for which our services were not designed. When we were advised by your assistant that you were storing HIPAA protected data on our servers, we notified you to remove such data immediately, and you failed to do so.  When we became aware that you needed additional time, we extended the time period for you to comply with the TOS.  However, during this time you still did not remove the data or notify us that you did not believe such data was HIPAA protected.  We take compliance with law and HIPAA seriously.  After substantial notice and opportunity your account was terminated for breach of our TOS, and pursuant to our TOS, your webfiles and other data were removed from our servers following termination of your account. 

Best Regards, 
****** ******
Director of Customer Service ?
Hostgator.com?

10/31/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I set up a web hosting account on HostGator on Oct 18, 2014. After spending a few hours attempting to set up my account, with no success, I decided it was too much trouble, and decided to cancel under the terms of the 45 day money back guarantee. I used the cancellation form linked from the terms of service. I completed the form, and received a confirmation of the cancellation in my email. I waited 72 hours, but charges were still on my credit card. I checked my account online, and then noticed that the cancellation date was processed as Oct 18, 2015! Not at all what I expected--the cancellation form did not give an opportunity to enter a cancellation date, and apparently defaults to the end date of your subscription, which is very misleading and a deceptive business practice. You are FORCED to use this online form for cancellations under the 45 day money back guarantee. On October 22, 2014, I called the toll free number for HostGator several times, always put on hold. After several attempts and holding for over 30 minutes, I finally talked to a person by the name of *****. I explained all of the above to *****, and he said he has now changed the end date on my cancellation ticket to Oct 18, 2014 -- the date of original purchase. He further acknowledged on the phone that it is a "common mistake" that people cancel as of the expiration date of the subscription, because that is the default setting on the cancellation form. However, he assured me that I would get a full refund, now that the cancellation date was changed by him. I asked for a confirmation number -- he said my ticket number is my confirmation number. I asked for email confirmation. He said I would get email confirmation of the correct cancellation date by email in 2-3 hours. I never received email confirmation. On Oct 24, 2014, I went back to my login to check the status of my account. It was listed as Cancelled, but no further email confirmation. I sent two follow up emails through this feedback system, inquiring about my refund and the status of my account. I have received no response. I tried to call once again today, using extension number 1012. I got sent to voice mail. Obviously, this company is trying to avoid honoring their money back guarantee. Their practices can be considered unethical, if not fraudulent. Today is October 27, 2014, and the charges are still on my credit card. I have received no further communication from HostGator. I am owed $125.93. I expect a full refund.

Desired Settlement: I expect a full refund to my credit card, in the amount of $125.93.

Business Response: Good Morning,

Thank you for alerting us to the troubles you've encountered with your cancellation and refund request.  Though it's unfortunate that you didn't give us an opportunity to resolve this with you directly through feedback@hostgator.com as directed on the BBB site prior to sumbitting your complaint, I appreciate the opportunity to resolve this for you either way and will ensure your refund is processed promptly today.  I'd like to also discuss why this occurred as well as they delay, just so you're aware and better able to protect yourself in the future as a consumer, as this frustration could have been avoided.

As you're aware, this particular request has in fact taken longer then the 72 hours we note on the phone, however we've been somewhat short staffed this fall as our client base continues to grow day after day.  Though we're having a hard time recruiting fast enough, we are certainly increasing staffing through additional recruiting and training efforts, involving contract workers even at this point to try and help bridge the gap in the meantime.  We realize this can be frustrating as you simply await your refund, though I can assure you nothing fraudulent is taking place as you seem to believe.

I'd like to also point out that while you did submit the cancellation form properly, our Terms of Service also outlines the fact that we require a request for the refund in writing once the cancellation ticket opens.  This is due simply to the fact that our cancellations do typically end at the end of a renewal cycle, which ensures customers have access to their data through the end of the month typically.  This is not done to slight customers or avoid providing refunds in relation to our 45 day guarantee, which we have and always will stand behind.  I offer this information simply for your own awareness and not to further our dispute, but please realize that this was in fact all outlined in the TOS, had you reviewed that completely you likely would have been aware.

With that clarified, I do see that your ticket was already noted for the requested refund given you did email us several times after the original request, but given it's taking some time to get through the refunds queue, I've just asked that a senior member of our retention/billing team process this for you promptly.  Please also around one business week for the payment processor to actually process the funds back into your card's account, though if you have any further questions I can be reached at jmartin@hostgator.com.  I'll look forward to ensuring you get receive your refund at the heart of this dispute, though please let me know if I can be of any further assistance at all.  I understand the frustratoin you've experienced and do ultimately want to ensure this is taken care of in a satisfactory fashion.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Consumer Response: Better Business Bureau:

This letter is to inform you that HostGator.com, L.L.C. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/27/2014 1:33:11 PM and assigned ID *********

Regards,
 


From: ******* ****** *******************************]
Sent: Friday, October 31, 2014 7:13 AM
To: drteam
Subject: Re: You have a New Message from BBB Regarding Complaint #********

 

This is to inform you that, as of today, the full refund has been posted to my credit card account. Thank you for your assistance.

 

******* ******

****** ***** **

 

10/31/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On August 18, 2014, I filled out an online form to transfer some of my domain name registrations to Hostgator. They charged my credit card $23.85 for the transfer of three domain names (**************** ****************** *** *******************). However, the transfers were never processed nor did they ever acknowledge that they would transfer the domain names. After waiting a few days for a response, I contacted Hostgator via the Web (I am unable to reach them via telephone), and they replied as follows: "Hello, Thank you for contacting HostGator. The transfer of your domains has not yet been initiated since we have not received any reply from you in the ********* ****** * ********. Please make the sure the following requirements have been met: 1. The domain has been registered for at least 60 days at its current registrar. 2. The domain's WHOIS privacy has been disabled. 3. The domain is not under registrar hold or lock. 4. Make sure that you have access to the Administrative contact of the domain name. If the Administrative email address is no longer correct, you will need to contact your current registrar and update your Administrative email address. 5. Once you are sure that you have access to the Administrative email address for your domain, please get back to us with the EPP code so that we can initiate the transfer. Looking forward to your reply. Warm Regards! **** *. HostGator.com Toll-free: ************** International: ****************" I was never sent anything in my email in regards to ticket # ********. I had also checked my spam folder and there was nothing there from Hostgator, either. I have since registered the domain names with a different company. I would like to receive a full refund of the $23.85 charge. Thank you.

Desired Settlement: I want a full refund of the $23.85 charged for services that were never provided.

Business Response: Good Afternoon,

Thanks so much for a chance to review this experience.

We were sorry to hear that the domain transfer process did not go smoothly for ***  ******* and have spent time to review the related history for a better understanding of what has occurred. We would have loved to receive these domains, however after review of the situation, we see that the domains were never unlocked at his original registrar. If domains are not unlocked, this means we can not actually initiate the transfers.

We informed *** ******* of this situation on the 22nd of August but regrettably received no word back. We understand there was a report that our message was not received, however our communications were recorded through our ticket system so the communications were always available for review through ***************************** ** ******** ** *** ********* **** * ****************************************************

Although we are sorry we could not complete the transfers, considering a request was made to move domains that were locked, in cases where domain transfers do not complete, we are always more than happy to return any funds paid. Additionally, we saw that the BBB complaint was filed less than 24 hours after the refund was requested which meant our billing staff did not yet have a chance to speak with *** ******* to let him know a refund would be provided.

Regardless, we see that a refund for the total paid was provided on the 17th of this month and wish *** ******* the best of luck with his fallback choice of registrar services.

10/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Two issues: Cancellation Problem and Billing Issue I'm having issues with being able to cancel my webhosting account with hostgator. I went to their site on sunday Oct 19th to find out how to cancel. I read that I was supposed to submit a request their cancellation form. I went to that page, logged in, filled out the form, hit submit and then was returned to the login page. I was a little concerned I didn't get a confirmation message but figured I would wait till next day for contact. Having received no confirmation or anything from HG, I decided to go to the form again. This time I went through my desktop computer and different browser. Again logged in, filled form, submitted and was sent back to login page. No confirmation of form submission success, no error message, nothing. Again I waited and received no confirmation. On Tues Oct 21st I submitted two support tickets - 1) to billing and 2) to support. (This was fairly early on Tues) At 7:30pm I received a note from support saying I had to go through the cancel form to submit cancellation. When I filled out support ticket I stated that I had already submitted the cancel 2x but they said they had no record. So on Weds Oct 22 early morning, I went to the cancel form again (using the same computer and browser as I did on Mon) and this time recording my screen and taking screen shots. This time the form said it did submit and received a message saying that a ticket had been open and I received an email. Now it is Fri Oct 24th and the ticket sits. No answer no movement, no action. My hosting package is set to renewal for Oct 26th. The had changed their billing practice some months ago - without prior notice I may add - to billing 6 days before renewal date. Never did they once give prior notice for that. Now because of the problem with faulty forms, lousy customer service, inability to act in a timely manner, I am in danger of having my hosting renewed. They already tried to renew the hosting on the 20th but it failed because I didn't add money to that account. They are a terribly company to do business with. For months, out of the blue I started getting spammed with marketing promos and along with many, many problems with tech support.

Desired Settlement: I would like for them to cancel my hosting package and not attempt to charge my card, and clear any bill that I clearly do not owe. I have done more than enough to try to cancel this awful service and get away from this company. I think it is very unethical of a company that the only way you can cancel a service is through a form and not through regular support.

Business Response: Good Morning,

Thank you for reaching out to us regarding your recent cancellation troubles.  I'd like to first and foremost apologize for any trouble you experienced, however there are a few concerns I have with your complaint given the cancellation form specifically states cancellations will be processed within 72 hours, which it was in fact once you submitted a cancellation request.  Though I can't say for certain why you experienced issues with the form, given it does in fact work properly and consistently whenever I test it, the form also specifically states not to assume the request is received and your account cancelled unless you receive a confirmation email from us, which it appears you did not. 

I'm sorry you assumed otherwise, neglecting the matter and thus resulting in a delay, but at the same point had you simply contacted us the first day you experienced a failure with the form, we could have helped you submit that and processed the account cancellation likely on the spot or within the hour at least.  To be clear since it appears you believe otherwise, we definitely don't mean to keep accounts active beyond the time a customer wishes to cancel and would be happy to offer a refund to correct such a problem, but at the same point we do need communication with you if you're having troubles.  With that said, though I think our form does a pretty clear job of outlining the process, I do see the account was cancelled within the 72 hour window.

Please let me know if you have any further questions or concerns.  I'd be happy to address these with you personally, and will keep ticket ***********0 assigned to myself directly for that purpose should you need to contact us for anything further.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. The company finally cancelled the account after 6 days of trying to cancel. However I find it unacceptable that in HostGator's response of blaming me for not contacting them on the first day of form failure is not correct.

I DID submit a ticket to BOTH BILLING AND SUPPORT after submitting the form two times. In those tickets I specifically mentioned I had submitted the form not once, but TWO TIMES. The response from billing was to move it to another department. The response from Support was to tell me to submit the form again. That is after I had already submitted the form TWICE. So if you have a form failure you are supposed to try to submit the form again because nobody in support will help.

 This company used to be a decent company to deal with and I personally recommended them hundreds of times over the years since 2002.  However their poor support, lack of customer service, and constantly trying to market new products to customers in a very "spammy" way is unacceptable to me and apparently the many long time customers that are leaving.

I'm glad to be free from this company and will be passing my experiences on to my clients, web design colleagues and others. Good Riddance!



 

10/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for a webhosting plan on **** *** ****. On ***** **, I received an email asking to send a copy of a government issued ID and a scanned copy of my debit card showing the last 4 digits only in which I promptly submitted. I waited for 1 day until I got a reply that I need to send the debit card copy again showing the expiration date. I promptly submitted. I waited for another 1 day but I did not receive any reply. I contacted their chat support online and I waited for more than 30 minutes. I was told that I need to submit a screenshot of my online statement to prove that I own the debit card. I promptly submitted again. I waited for another 1 day but no reply again. I contacted chat support again and waited in queue for more than 30 mins. I was advised that I need to send again another screenshot of my statement, this time showing my name. I promptly submitted again. I was finally advised that my account is already activated but when I tried to access it now, it is still not active.

Desired Settlement: I want what I paid for and compensation for the delayed delivery of the service that I availed.

Business Response: Greetings,

Thank you for reaching out to us regarding the trouble getting your account activated.  Though we apologize for the measures and steps we required you to go through, please understand that we do verify some accounts to this extent based simply on the signup information.  This is done to put a stop to online fraud through our signup process, which is unfortunately rampant on the internet these days.  The good news however though is that our pending process does do a pretty good job of protecting the company and keeping our costs down ultimately for our customers.

I do see that our staff after requesting some additional information, did get your account activated.  I understand you're having troubles accessing the account and setting up Wordpress reviewing your ticket history, but it appears your domain name still needs it's DNS nameservers updated to match those in the Welcome Email we sent you, otherwise it's not pointing to our server and service.

I've also gone ahead and credited your account for next month's service given the initial delay and trouble getting started, though I will also follow up with you directly in the ticket you have open to ensure you're able to get the DNS and Wordpress working properly.

Best Regards,
****** ******
Director of Customer Service
*************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



 

10/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I spoke to a customer service representative on the phone and the person stated that they would turn on permissions on my shopping cart ( a separate third party shopping cart which is attached to my website ), which most websites have. You couldn't do online business without the cart. The permissions were not letting me access the cart, so when I came back a day later, the site was totally a mess with words and coding errors. It's not the same site with pics gone, etc. They told me if their worker tries to fix something it isn't there responsibility to fix it once they are out of their realm to do so. This is a 2500.00 website that was built by a senior engineer. I never asked that they access the cpanel (which is the backend of the site), and they did anyway. Now the site is a total loss. They refuse and also start documenting after the fact. The tickets that they have in writing are completely non related to the issue they caused. The original conversation was over the phone and we do have the recording of their worker stating that they could not fix permissions. We changed the password for protection with that worker that night. The next day the entire site was down. He was the only one that ever had the new password that we have never used and never gave to another soul. We had contacted open cart for their assistance with the permissions (the shopping cart company), and in the meantime hostgator literally destroyed the coding and site.

Desired Settlement: This site needs to be up and running. If it isn't their capability to fix, then they need to pay for a competent person to do so. My site also has wordage that it is a copyright and they were never given permission to attempt this fix unless they were capable. Not one website owner would want someone incompetent working on their site and destroying it like they have. Put in ********************** and the site is a complete loss. This is the way I am trying to make money. I do not have a job due to disability of **** *******.

Business Response: Good Afternoon,

Thank you for bringing this matter to our attention for further review.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you, however after investigating the situation myself, I have in fact confirmed we have access logs to the server which show our staff in fact did not modify or damage your site as you allege here.  I realize it’s easy to point fingers and request what’s quite a bit of compensation without offering any evidence to support the claims, but at the same time the logs do provide evidence to show this is not in fact the case.

These findings were also explained to you in great detail through ticket ************ by my Customer Service Manager ******, though I wanted to follow up here as well and ensure you received his explanation and the matter is resolved.  Due to our findings, in that the changes were actually made via an IP address in **** ****(which you partly acknowledge awareness of during a reviewed call log) and not from our office as you describe here in terms of the events leading to this, we’ll be unable to provide the requested compensation in the amount of $2500.  In all honesty, though unfortunate, given our findings it seems you were likely aware of how this happened, so it’s troubling to see the request for compensation, however if you wish to contest these logs I would be happy to provide the access logs here directly through the BBB for their review.

I would like to also make clear, that while it’s unfortunate to ever see a customer experiencing troubles of this nature, we did at one point restore a backup for you from our backup servers, which was later discovered to be broken as well.  The timestamp of our backup and the time above directly correlate to this not involving our staff, but furthermore I’d like to also add that while we did offer a backup restore as a courtesy to try and help straighten this out, it is ultimately you’re responsibility as the customer to keep a local copy of your data for safe keeping.  This would also mean ultimately that you’d be able to simply provide a backup to restore, and not have to request $2500 to rebuild the site, which is the case here.  If you’d like to review the portion of our TOS covering this it’s available from the following location and below for your convenience:

****************************

“Section 27. Backups and Data Loss
Your use of the Services is at your sole risk. HostGator’s backup service runs once a week and overwrites any of our previous backups. Only one week of backups are kept at a time. This service is provided only to shared and reseller accounts as a courtesy and may be modified or terminated at any time at HostGator’s sole discretion. HostGator does not maintain backups of dedicated accounts. HostGator is not responsible for files and/or data residing on your account. You agree to take full responsibility for all files and data transferred and to maintain all appropriate backup of files and data stored on HostGator’s servers.

Any shared account using more than 20 gigs of disk space will be removed from our off site weekly backup with the exception of databases continuing to be backed up. All data will continue to be mirrored to a secondary drive to help protect against data loss in the event of a drive failure.“

Please let me know if there’s anything further we can do to assist you, though at this time given my findings we cannot provide you the requested compensation nor assume responsibility for damage to your site which resulted through another party and not our staff.  If we can help to restore anything further if you do find local backups, please let us know via the open ticket with ****** and I’ll ensure we do everything we can to help.

Best Regards,
****** ******
Director of Customer Service
*************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

[Provide details of why you are not satisfied with this resolution.]

Regards,
si
This is exactly what they are claiming.  The password was changed with the customer service representative with a previous ticket the day this started.  ****** the supervisor changed the ticket to combine them  It appears the most important part of this ticket has been altered and not included. 

The ticket originally that we contacted them for were nothing to do with the site.  The site was perfect and functional.  The permissions for the open cart (a third party cart), was moved and altered.    Their customer Service representative changed the password with me at this point:     A.  the site functional at this point          B.   We phoned at that point about shopping cart not site       C.  Tteheir new admin person was very new and decided to attempt a fix of his own and go into the cpanel without permission.       D.  he did go into the cpanel (which I have proof) and actually took out FTP accounts and also changed our password to make sure the site was safe as another part of the ticket.    E.  He said he would try and get the permissions changed back.    F.    He then stated after he would attempt to do so within Cpanel, but didn't really know how the php worked.    G.  at that point I asked him to WAIT since I wanted to contact open cart.  H.  Mother in law heart attack (did not contact open cart the following day, he was the ONLY person other than myself to have the new password.  NO ONE could have guessed the password in a few hours. 

 I SPECIFICALLY ASKED HIM TO NOT   NOT    NOT   get into Cpanel at that point.  Ask for a copy of the phone call, according to them they are recorded (all conversations), and could go back and look.  Well, they haven't provided the information for me yet.

Understand that Host Gator has done this according to previous problems with multiple sites listed and also has not helped the customer at a point of destruction.   There has to be some kind of accountability for a business that hosts websites.  That's what hosting is caring and putting the website out.  Not destroying the site and nespecially not taking it down.  When you switch from one site to another, business increased by 100%.  There also is a lock down on how your site is allowed to be within the search.  I'm frustrated at this point and will not be able to continue my business because of their destruction and continued cost of maintaining the site.   We have requested help from a larger United States company that has a senior admin person who had original built the site.  She is not responding yet, but may be willing to help. 

No one has the right to destroy a business in a mortar building and should not be alright to do so on the internet.  It is now a complete different site without pop up windows showing products no facebook connections and other media connections, there is no link to paypal, etc. etc. It's not simple, it's been destroyed.  Do I think Host Gator is a good company, maybe portions, but if they are going to place businesses out with support, the support needs to be capable of doing what is necessary including understanding PHP coding and not destruction of sites.  The worker went into the site and modified coding that cannot be fixed because he has no idea where he changed what. 

Thanks

***** *****

10/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased a hosting plan (business) with the company but due to the lag in the website, id decided to upgrade the plan to another higher end hosting plan (***). The customer service officer has promised me to do the upgrade and transfer of the data in the business plan to the *** and he guaranteed that the *** can now be used with my new data being transferred. For the whole of 20 months i have been paying more than $100 monthly for the ***. Due to recent low traffic, ive decided to downgrade my *** plan back to a smaller plan, but a new customer service officer told me that all along ive been using the business plan and the *** plan was empty all along. For the whole of the year plus, I have been paying for nothing. I did highlight to the manager about this and they promised to refund some cash back to me. But after agreeing, they ignored me and till now there is still no refund at all.

Desired Settlement: refund of 12 months please.

Business Response: Greetings,

Thank you for reaching out to us regarding this situation.  I'd like to first apologize for the frustration and general time it took to refund and resolve the matter with you through ***-********, but it's great to see ****** did ultimately come to an agreement on the refund amount for you.  Though it's unfortunate in the end to even see this occur, we'll certainly be reviewing support on this end and looking to address any issues that occurred through this frustrating period of time for you, looking obviously to make improvements where we can along the way.  If you have any further concerns or questions regarding the matter, please feel free to respond directly to the ticket noted above, which I'll keep an eye on going forward.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

10/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On August 24, 2014 I signed up for a month of website hosting service with hostgator. A few weeks in on September 17, 2014 I decided I no longer wanted to have this company continue to host my website. I waited on hold for several hours and the line just went dead so I searched and found their "cancellation form" which is apparently the only way you can cancel your service anyways. I filled out the form, and when I submitted it, the automatic response that the cancellation would occur within 72 hours. Also, I removed my "saved payment information" from my account in the billing system also, that way even if it took them a while to cancel my account, they would have no record of my payment information and thus would not be able to charge me. Now keep in mind that this is a monthly subscription, for $12.96 and I submitted this form 7 days before my first month of service had expired. A few hours later I went to check on the status of my cancellation in my account on their billing system and found that the cancellation ticket had completely disappeared. The next morning I was going over my personal finances (I do this daily) and found that hostgator had just charged me for another month of service, even though it was still a week prior to when I was supposed to be charged again. Now if this isn't completely shady and reeks of "scam" I don't know what does. So I immediately filled out their cancellation form again, put some choice words into their "customer experience comments" box and submitted it. This ticket never even showed up in my account. Finally on September 20th at about 6 am my time I filed ANOTHER cancellation request. This time the cancellation did appear in my account ticket system. However, over 100 hours after I had submitted the ticket to cancel my service they still have not replied to me, despite promising to have the account closed within 72 hours at the top end of their range. It is impossible to get a hold of anyone from this company and I have since cancelled my card with my bank and ordered a new one. Not only does this company store personal credit card information somewhere else that the customer has no control over (evidenced by the fact that I still got charged even after removing my payment information), but they also make it nearly impossible to cancel your account and charge you for the next month immediately after you attempt to. No doubt they will say the charge was a "preauthorization" or some such nonsense.

Desired Settlement: I would like a refund of the $12.96 that was charged to me a week before it was supposed to be charged and after I had filed a cancellation request. I would also like a confirmation from this company that all of my services with them have been cancelled, effective September 17, 2014, the date when I originally filed my cancellation request - as well as some sort of confirmation that no other money will be attempted to be charged. Thank you

Business Response: Good Afternoon,

Thank you for bringing this situation to our attention so it can be addressed.  I'd like to first apologize for any frustration that the cancellation process may have caused, and though this did admittedly take a little longer then we'd normally hope, due simply to volumes and available staffing, I'll absolutely ensure you're refunded fully for what you'd paid the first two months.  I'd like to also confirm that the hosting account has been cancelled as of the end of the current renewal cycle, which would be 10/22, but this simply gives you time to remove data if necessary.  You will absolutely not be billed again going forward though to be entirely clear.

Finally, I wanted to mention that while the cancellation form may have come as a surprise, that's actually addressed initially during signup within our Terms of Service that you acknowledge was understood.  I realize there's often a lot of legalese in those documents and that its easy just to skim over it and click, but I would encourage you to really take a closer look in the future as the surprise was avoidable.  Either way, we're sorry it happened, and I offer that simply for your own awareness going forward so you can be better protected as a consumer.

If you have any other questions or concerns please feel free to let me know directly within the cancel ticket you'd submitted, which I'll keep assigned directly to myself.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

10/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My payments stopped 8 months ago, you stop paying it only means you don't need or want the services any longer. I was told at the time there was nothing else needed to be done, that I was clear. today 8 months later wanting to use the services I find $79.60 in past monthly charges for services that were not available to me nor being used by myself any longer. Now customer services says that TOS clearly state that a written cancellation has to be performed to cancel services and stop billing. I signed up for a month to month, no amount of time stated in the contract, nothing that CLEARLY stated in the welcome email or such that I had to use their written cancellation process. The services term actually says "1 Month*"

Desired Settlement: clear the charges be made of $79.60

Business Response: Good Afternoon,

Thank you for bringing this matter to our attention, and while we apologize for the alarm and likely frustration you’ve experienced, we do actually layout the cancellation process in our Terms of Service which you acknowledged during signup.

I’ve asked a retention supervisor to cancel the account immediately, and you should have a response in the ticket, but as far as I can tell the account was simply suspended, you weren’t actually making payments through this time.  If you’re seeing otherwise please let me know, however please also understand that our TOS does in fact outline this entire process, whether month to month which is setup for recurring payment per the agreement, or longer cycles too for that matter.  

You can reference that in Section 11 of the agreement here:  ****************************

Prepayment. ?It is your responsibility to ensure that your payment information is up to date, and that all invoices are paid on time. You agree to pay for the Services in advance of the time period during which such Services are provided. Subject to applicable laws, rules, and regulations, payments received will be first applied to the oldest outstanding invoice in your billing account.
Autorenewal. ?Unless otherwise provided, you agree that until and unless you notify HostGator of your desire to cancel the Services, you will be billed on an automatically recurring basis to prevent any disruption to your Services, using your credit card or other billing information on file with us.

I did want to also mention that there appears to be another pretty similar billing account.  I just wanted to make sure you were aware of it, given payments are in fact being made there, but if not please email me directly at ********************* and we’ll resolve that immediately.

If you have any further questions or concerns please let me know!

10/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 1 month web package for my ******** in college, DID NOT select auto renew or auto bill. The have been billing me unauthorized every month since and different amounts !

Desired Settlement: CREDIT back every charge since after the 91) authorized charge in ***, CR ***** ***** ****** * ********* etcc NEVER CHARGE MY ACCOUNT AGAIN

Business Response: Good Afternoon,

We certainly appreciate the chance to address this concern but we were sorry to hear the hosting account will no longer be needed. We've since had a chance to review this situation in detail and would be glad to provide further detail on the charges and time line of the account with us. Before proceeding we'd like to confirm that the account and domain name have now been canceled and now further invoices will be generated.

In regards to the report that there have been charges in different amounts each month, we see that in *** of this year, both a domain name as well as a hosting package were purchased. The cost for the domain name was $***** and the introductory price for the hosting package at 20% off was $****. After the first month, the cost of the hosting package returned to the full price of $**** which was paid in ***** ***** ****** *** **********

Moving on to the request for a refund of all charges since ***, after review of the recent call, we were sorry to hear that a BBB complaint was threatened prior to *** ****** allowing our agent a chance to even locate the account and prior to our staff having a chance to respond to the support ticket requesting cancellation and a refund. From the call we also understand that this account was setup for *** ******'s ******** and there was an understanding between the two that the account was only to remain active for one month.  Unfortunately we did not receive any requests to cancel the account until roughly 1 hour before this complaint, so the account did remain active and we've confirmed traffic continued to be received to the website in question.

We are of course sorry to hear that this was not intended, however our terms of service do clearly state that the accounts will remain active and will automatically renew using the card initially used to setup the account :

============================================
****************************

11. Billing and Payment Information
B. Autorenewal.
Unless otherwise provided, you agree that until and unless you notify HostGator of your desire to cancel the Services, you will be billed on an automatically recurring basis to prevent any disruption to your Services, using your credit card or other billing information on file with us.
============================================

Considering the full month of the most recent payment was not used, its certainly not a problem to go ahead and refund the charge from the first of this month but unfortunately we will be unable to provide a refund for the previous months considering the site did remain online and we did not receive a request to cancel the service till two days ago. At this time a refund totaling $**** has been provided back to the card used and we see that these refunds typically take anywhere from a day or two, up to a week.

Thanks once more for the chance to address this complaint and please let us know if we can offer any further clarification on this situation.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10227824, and have determined that this proposed action would not resolve my complaint.  

The CS person said she was sending a request and was non-comittal on refunding my money. In that conversation I told her I was filing online with BBB, so my complaint should come as no surprise.
I did try to cancel that account and Hostgators cancellation page is set up to actually prevent people from cancelling. You fill out the document and when you hit submit it cycles right back to a incomplete form and says not transmitted. I did this repeatedly.
Furthermore, nowhere did I agree to auto renew.  I never allow auto renew for this very reason. Sites like Hostgator rely on people to give up from exhaustion trying to cancel or hold on the customer service line, by design to exploit people out of their money! Basically robbing them!
**** **** * ****** need to be refunded to me. **** X3

Regards,

********* ******


 

Business Response: Good Morning,

Thank you for your response and while the disregard for our Terms of Service and your own responsibilities is unfortunate to see still having provided an explain. Ultimately though it's not worth the time to argue with you over such a small amount of money.  

I'm going to have this refunded for you promptly today as requested, though I would encourage you in the future to ensure you actually read and understand a service's Terms prior to agreeing to them and signing up.  The frustration and trouble in it's entirety could have been avoided had you done your due diligence initially prior to joining our service and agreeing to the Terms blindly.

We'll provide you an update via email once the refund is processed later today, though I look forward to resolving this with you once and for all regardless of where fault *** lie in the end.  We do stand behind our service and product, so if this refund helps prove that point to you, it's likely a win-win to both parties in the end.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

9/24/2014 Billing/Collection Issues | Complaint Details Unavailable
9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have two major websites hosted with hostgator that I pay for a dedicated server to ensure that I have all the "power" I need to make sure my sites are up, running and successful. My business is a local ******* **** ****** and an ****** ******* **** training website. For the past 8 days and ongoing, Hostgator has not been able to provide any resemblance of good customer service. They do not respond to tickets in a timely fashion. They do not resolve the issues and if you want them to actually work on your issues, you have to call them or chat them. When calling or requesting a chat, you have to typically wait over 45 minutes to even talk with someone. After you get a hold of someone, it's at least another hour before they actually get to do work on the site. Then they say "it's fixed" and within HOURS, it's down again. I think have to go through the same process again..... EVERY DAY. They brag about their support and "99.9% up-time". It's false advertising. I am so fed up with their support and their lack of communication.

Desired Settlement: I WANT MY SERVER TO WORK! I don't want to have to keep contacting support every day because they cannot do their job.

Business Response:

Good Afternoon,

Thank you for reaching out to us through the BBB, and while it looks as though the complaint may have been opened pre-maturely given my Customer Service team was just getting involved and beginning to work with you as this was opened, we’ll be happy to ensure these problems don’t continue.

To summarize the situation from our point of view, we do absolutely acknowledge that you’ve been experiencing downtime recently with your server.  Looking over ticket ************ however, it’s pretty clear that you’ve disregarded some of the recommendations we’ve made in the past week, resulting in repeated downtimes.

I’m sorry that you may simply disagree with the fact that your simple ********* site isn’t creating issues on the server, however it does need some attention in terms of being optimized, to best function within the server environment with the way it configured.  I realize often that people assume having a dedicated server means they can neglect to optimize their software, but if your own software’s configurations don’t jive with that of the server it can be a problem.  

I do see that our admin staff have offered recommendations for improving your software’s performance, but to this point I can’t tell that’s been addressed on your end.  It’s also clear from the ticket that whenever ******’s bots index your site, they’re simply exhausting memory and bringing services to a halt.  As was the case with our recommendations towards your software, my staff on several occasions pointed out that you can in fact control the speed at which ****** indexes your sites through their WebmasterTools.  That’s something that would be under your control since you need to login to ****** to make these changes, and not something we’d typically assume responsibility over.  With that point made, it’s also your responsibility as the customer to monitor your traffic and if resource utilization becomes an issue alert us.  We recommend this happen consistently, so that you can report the issues prior to them becoming major problems like in this case.

Moving forward though I don’t see that you’ve updated the ticket or reported additional issues, we’d be happy to have a senior admin spend some time working with you and your ********* sites to optimize them.  That usually would fall on you as the site owner, but we’d be happy to waive the admin’s billable fee to ensure things are streamlined and addressed going forward more appropriately.  If that would be agreeable please shoot me an email via the ticket ************* which I’ll keep assigned to myself.  The admin we would involved unfortunately does work overnights, but I think with his involvement we can definitely better meet your expectations, but also educate you a little better on how to make this partnership work.  With your cooperation I’m certain this will be the last of the troubles you experience!

Best Regards,

****** ******

Director of Customer Service

Hostgator.com

9/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am the webmaster for a non-profit organization. We have owned our domain name for several years. I took over the maintenance of the site a year ago. At that time, the previous webmaster contacted hostgator.com to change the point of contact to be me. I was then able to log into the account with my email address as username. Two weeks ago, my website was not found. I contacted hostgator and they told me that my domain name had expired. I asked why I wasn't notified. They didn't know! I said I wanted to renew it and they said I had to do it online. I tried to login and was unable to. The site came back saying that there was no account associated with my email address. I called again. I gave them my phone number and all of my email addresses. They said that none of those were associated wtih the account. They called the phone number on the account and were told by the person who answered that they had a wrong number. They emailed the address on the account (twice) and got no reply. Today I called again, explained the problem and what had been tried to date, and said that they needed to fix this. The person on the other end of the phone told me to log in. I said I couldn't. He said he would call the number on file. I asked if he didn't have notes in the file showing that all of these things had been tried before. He said yes, was silent for a minute or two (I assume he was reading the file notes) and then said he would email the address on file. Again, I told him that this had already been done and that if he couldn't fix this, I wanted to speak to his supervisor. He said there was nothing they could do. I reiterated that I wanted to speak to his supervisor. He put me on hold. When he came back he told me that his supervisor said there is nothing they can do, and I would just have to wait a few months until the domain name was released. He would not let me speak to the supervisor. I informed him that this was an unacceptable way to run a business! I understand that they need to protect their customers from having their domain names hijacked, and I appreciate that security measure. But there has to be a way to fix this!!

Desired Settlement: It would be appropriate for the company to develop a procedure to resolve valid customer issue such as mine while still maintaining their security practice of protecting customers' domains from being hijacked.

Business Response: Hi ****,

 
Thank you for reaching out to us regarding this unfortunate situation.  Upon my initial investigation into the matter, as you reported in the complaint I'm unfortunately not able to locate an account with your contact information.  That's problematic in and of itself, but if you're contact info was never directly associated, it also makes sense.
 
So that we can best assist you with this matter, would you please provide me either the primary domain on the account if there's a hosting account, or at the very least the domain that's expired so I can contact the registrar and request more information?  Please feel free to email me directly at jmartin@hostgator.com when you have a moment and can provide some more details.  I'll look forward to your email and resolving this with you!
 
Best Regards,
****** ******
Director of Customer Service
Hostgator.com
An Endurance Company

Business Response: Good Morning,

Thank you for your response and I'm sorry to hear you continued to experience issues.  Looking over the billing account however this morning I was able to send a password reset contrary to your report that it's not listed in the system, but I also saw that the invoice was paid.  If you continue to have billing login issues please feel free to email me directly and I'll ensure that's addressed as quickly as possible, though otherwise  I can't tell for certain if that was your credit card as only the last 4 of the card are visible directly in billing without having checked the payment processor, but the domain name is paid for all the same.  I can also confirm that it's been renewed as promised when I initially got involved with the matter.  It's unfortunate to see you haven't updated the BBB regarding the resolution of this, though we're happy it's resolve all the same.  If there's anything further we can assist you with please let me know.

$ whois ****************
Domain Name:****************
Domain ID: ***************
Creation Date: ********************
Updated Date: ********************
Registry Expiry Date: ********************


Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



 

9/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for hosting services with Hostgator and instantly was faced with a problem - my payment went to a old balance created when I didn't deactivate an account I had started many years prior. A few weeks after initially registering, I called in to speak with a customer service agent who was able to resolve the billing issue completely. He also informed me about the free migration service (moving data/accounts from one ****** to their ******), and even stayed on the phone with me while I filled out the form to have my ****** account, files for the primary domain, and subsequently the domain names attached to the primary domain transferred over to Hostgator. I was quite impressed that the service was offered, but even more impressed that the agent insisted on staying on the phone with me to make sure I got it filled out correctly. Thank God he did because there were a few hiccups that I was able to resolve regarding logging in and the server ip address. A few days later, an email response back from Hostgator got lost in my madness of emails... it was asking about whether I wanted the entire ****** account transferred or only the data for the primary domain - what kind of question is that when I just filled out the transfer form for the entire ****** account to be transferred. All the domains are doing are pointing to specific folder paths within my one hosting account. It's one single ****** account - I was clear when I got off the phone with the Customer Service agent what would be done for me. After a few more weeks I went searching to see what was the latest with my Hostgator account, and I found the email. I called into customer service, and after multiple phone calls, being put on hold, having to read an email response from a supervisor and then not being able to speak to one when I called in, Hostgator is telling me that I have to pay to do this service now because it's only offered the first 30 days. It's absurd. I didn't even ask for the service, it was offered to me (after 30 day of being a customer too), and after all of this leg work, they now want me to pay for it. So now I have a hosting account with Hostgator with none of my data on it, and it's been taking away months of service while I fight to get them to honor their original commitment. I requested to just be refunded for the three years of service I prepaid, but of course they wouldn't honor that either.

Desired Settlement: I would like for them to complete the migration of my ****** from ********t to Hostgator as I was originally promised and excited for. In addition, I would like three months of service credited back to my account. I prepaid for 3 years of service; it is obviously my intention to remain a loyal customer with them, so it would be appreciated if some attempt to make this right is shown. Thank you.

Business Response: Good Morning,

Thank you for reaching out to us regarding the troubles you’ve experienced getting started with your hosting account.  I’m sorry to see this happen and will definitely do everything I can to make right on the situation, however I do have some concerns I’d like to address directly given they were overlooked in your account of the situation that was provided to the BBB.

The first concern is that you neglected to cancel your previous hosting account when you stopped using it, then in May used a coupon to receive 50% off on a new package with the same domain name, at which time you cancelled the account stating you no longer needed it.  Given you had just opened a new account, that’s simply dishonest and lamentably considered coupon abuse which we’re able to close the account for per our Terms of Service.  I don’t have any interest in closing the account in an effort to be fair with you and to e clear I realize that this was hopefully just an honest oversight on your part, but we unfortunately cannot provide you the credit you’ve requested in light of our findings.  I’d like to also encourage you to review Terms of Service agreements in full prior to agreeing to them as well in the future.  This could have been easily avoided had that occurred.

Which brings me to the second concern in that you requested the migration on May 28th, and then didn’t respond to the ticket for 2 months after we requested clarification from you.  I’m not sure if there was confusion on your part regarding this, or what happened, but ultimately the delay wasn’t something that occurred through our staff’s negligence.  We need your cooperation to ensure such requests are handled in a timely manner, which just didn’t happen here.  Additionally, you were told when you signed up for the account in May that a free migration would be offered during the first thirty days(by June 30th in this case).  With that clarified, hopefully we can move forward in an amicable fashion though if you have additional questions regarding these two concerns please let me know.

Bringing me finally to the migration which I’d be happy to take care of for you.  I understand that the $75 migration fee likely leaves you with a sour taste having just signed up in May, and while this wouldn’t have resulted had adherence to the thirty day window been respected, it’s definitely not a problem to transfer the content.  In the interest of being as fair as possible I’ll also bump the renewal date back on this to 8/2017 if that’s agreeable since that looks to be when you bumped the ticket and request again.  I’ll have the migration ticket escalated for you immediately, but if you do have any questions please feel free to reach out to me directly via feedback@hostgator.com subject: Attn: **** ******.  I’m happy to discuss anything further and again do want to ensure you’re satisfied with your decision to host with us.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



  Just a quick review of some points you made:

 
Honestly, I signed up for hostgator.com a few years back and actually never transferred my domain to your server. So in essence, I paid for your service, but never actually used it, and I didn't even ask for credit back for the time that I paid for and never used. Honestly, I signed up again, and yes, as you noticed, I used a coupon as I usually always try to do when I join a service, but in no way was I trying to pull a fast one. If anything, I found it slightly dishonest that your system allowed me to signup again and then only after I made a payment did it mention my old account, because it applied the payment I made to the old registration and billing account rather than the "new account" that I thought I was paying for up until that point. Luckily, the customer service agent recognized the facts and canceled the old account and had the new payment applied to the most recent registration, seeing that I was willing to forfeit all the previous monies for which I never received service. He mentioned at that time the free migration service, which I had not been familiar with before (obviously, since I had never actually transferred my account the first time I registered). He didn't mention anything about a 30 day period, and I wasn't even familiar with the information page about the service. He was kind enough to remain on the phone with me while I completed all the information that was needed to transfer the account over. As far as the request and the gap in time, that was both my error and frustration as I felt like the question being asked was answered in the long forms that I completed when on the phone with the customer service agent.
 
Long of the short, from what it sounds like, you are willing to complete the migration for me and add on a few months for the time lost, and I am more than happy with that solution. I really appreciate your time and consideration, as I have been thinking about this issue every day. I have transferred my registrar to namesilo.com and I would like to set up ********** for all the domains as well, so I suppose it may be best for me to get on the phone and speak with whomever will be completing the migration to ensure I get all my ducks in a row to make this seamless. I promise I won't be disappearing for two months or even two days as I am ready and eager to get to use your service - I've read a lot of great things about Hostgator, and I look forward to experiencing them for myself.
 
Please advise of my cell number ************ and if there is a number or extension I may call to speak to someone directly, please share it with me as well.
 
Again, thank you for your time, and I look forward to taking care of this in the coming days!
 
Best Regards,
***** ******

8/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a domain/website through Hostgator.com and after 20 minutes of trying to figure out how to create a website, I decided to contact them to cancel my account and issue me a refund because it was much too difficult for me to create my site. I tried calling them for over an hour but no one ever answered. Then I tried their LiveChat service which also took me an hur to get a hold of someone. After two hours of waiting, the LiveChat person simply told me to fill out a cancellation form. After doing that they issued me a ticket to fix my problem (cancel account and issue refund). I filled out two cancellation forms but they were still issuing me several tickets to get it fixed even though I filled out the cancellation forms. They then stated it would take 24-72 hours to cancel my account. It has been 6 days and I still have not received my refund and am still not able to contact a real, live person to discuss my issue with. I paid over $90 to them for a service I only used all of 20 minutes. I am disgusted at the lack of customer service because I have yet to have a phone call answered. I desperately need my refund back and each time I request the refund an automated email is sent to me saying they issued another ticket to resolve my problem. I need to talk a person! This is the worst experience I have ever had. I just want my refund and I do not want them to bill me every month (since I ordered a package for the next 6 months I believe). Please help me.

Desired Settlement: I would like a full refund and assurance that I will not be billed the following months.

Business Response: Greetings,

We certainly appreciate the chance to review any of our customer's experiences but we were sorry to see the cancellation process proved to be difficult. We've now had time to review the situation and see that we did receive a number of phone calls on the day the account was purchased, but unfortunately we were experiencing high volumes at that time, meaning the wait was longer than usual. That said, from our logs we see that although many calls were made, the majority only lasted for roughly 3 minutes with one 9 minute call, and that all calls were terminated before our agents had a chance to answer.

Regardless, we were glad to see that better luck was had with live chat and that our agent correctly provided the steps on how to cancel. We received the cancellation request on the 8th of this month then replied back on the 10th requesting confirmation of the request to terminate the account. Unfortunately we did not receive that confirmation till the 16th of August. We handle these requests in the order they were received and had a chance to provide a full refund on the 18th, just a few hours before receiving this complaint.

A full refund was provided totaling $90.89 back to the PayPal account used. If there have been any problems with that refund, please let us know and we'll be glad to take another look.

8/15/2014 Advertising/Sales Issues | Complaint Details Unavailable
8/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called in to Hostgator months ago to set up hosting. I asked several questions over the phone before signing up and one of the questions that I asked the rep was when I wanted to cancel my hosting if I no longer needed it what would I need to do. The rep told me that your hosting is automatically cancelled once you stop paying for the hosting. I used a bank card to set up my account due to the rep telling me that I had to set it up that way. I paid my hosting through my PAYPAL account every month and never used a credit card nor did I store any credit cards on my account. When I no longer needed the hosting I stopped paying through my paypal account. I received one email from hostgator stating that my hosting would be cancelled because I stopped paying. There was no notice in the email that stated that I needed to call in and cancel anything. About a month ago I pulled my savings account statements and Hostgator has been charging a bank card that is a SAVINGS ACCOUNT NOT A CHECKING ACCOUNT which has resulted in multiple charges of insufficient funds from my bank due to my bank having to transfer money from my savings to checking to cover charges on a card that I never authorized Hostgator to charge. I have called in several times to address this issue and customer service reps are very rude. No one seems to be interested in resolving this issue and just want to get you off their line. Hostgator continues lying when I have never paid any hosting through a credit card. I always paid through paypal. I was told I would be refunded all money when hostgator could see that I never logged in to use the hosting anymore. I have not used hosting in MONTHS!! I will most certainly be following up with several outside agencies due to Hostgator refusing to resolve this matter respectfully.

Desired Settlement: I would like an explanation as to why I have been told multiple stories each time I have called into Hostgator and filled out tickets and called in about this matter. I would also like to know why it clearly shows that I have not used the hosting on this account in months why I was not refunded total charges when I was told that I would be refunded money back? I also want to file complaints on all reps due to them refusing to allow me to speak to a supervisor about resolving my complaints.

Business Response:

Hello,

Thank you for the opportunity to address this concern. We welcome any and all customer feedback and encourage our customers to reach out to us anytime they are experiencing an issue. We are more than happy to work with them to find a resolution.

We have been in contact with the complainant to address their concerns and clarify our policies and procedures pertinent to their complaint. We have extended an offer to this customer and are awaiting a response.

We have been unable to locate the call referenced in the original response and have reached out to the customer for additional details as we do wish to ensure our formal cancellation policy was properly communicated. If there are additional phone numbers we may search in our system for, we would be happy to receive those and investigate.

We have reviewed the account and determined that a card was saved within our system for automatic renewals by the customer. We have not been able to confirm any past miscommunication and all of our actions have been in compliance with our Terms of Service, which were reviewed and agreed to by the complainant.

We can appreciate that the complainant has expressed they were unaware of recent charges and in a gesture of resolution, we have refunded all automatic payments we have received since their last manually submitted one.

It is our hope that this is an acceptable resolution and this matter can be closed. Please let us know if an update is received by the complainant within your system and we will do the same should further correspondence resolve this within our system.


8/4/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The HostGator affiliate program is a scam, they will not honor their websites promise of a $35 refer-a-friend program.

Desired Settlement: I would like my affiliate commissions to be paid for both the ******************* account as well as ************ which are both paying accounts that I've referred to HostGator and can prove I referred to them.

Business Response: Good Afternoon,

Thank you for bringing this situation to our attention.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you, as it’s definitely never our intention to outright deny legitimate affiliate referrals.  That said, reviewing your recent ticket/email interactions with our affiliate managers however, it's pretty clear you've committed affiliate system fraud, but also have completely disregarded our Affiliate Terms of Service, which you agreed to during signup for the program.  Furthermore, the TOS does in fact explain why you’ve not been paid these commissions yet, but ultimately why you’re now caught up in fraudulent affiliate activity as well, which is quite unfortunate to see given your report here of our own actions to the BBB.

I don't want to jump to conclusions realizing that many customers just simply don't read the agreement due to the legalese these more often then not involve, though at the same point it is your responsibility as the affiliate and our customer to understand the rules outlined in the affiliate TOS agreement.  I would like to encourage you to always review these documents in the future, then ask questions if you have them prior to agreeing and signing up, which is a point I know the BBB will stand behind as well.  These situations are easily avoided with appropriate due diligence on your end.

Moving to the situation at hand, and to shed light on the situation for the BBB, I'd like to clarify for them that you've not only attempted to signup new accounts through your affiliate link, which is a direct violation of the TOS, but now also cancelled one account and retroactively tried to receive a separate $35 'refer-a-friend' commission, by signing up the same account all over again.  You were told in writing by our affiliate team this would not be permitted, then seemingly went ahead and did so anyways.  Evidence to prove this point is available and I’d be happy to supply the emails if necessary.

In all honesty, given the refer a friend fraud we should simply close your affiliate account, taking into consideration your earlier fraudulent signups through your account as you attempted to signup your customers and receive the referral commission, though I do want to give you the benefit of the doubt as we try and resolve this moving forward and not simply close the account.  Which brings me to my last and final point, in that while we don't owe you any of these commissions given your violating our TOS agreeement, commissions would actually be paid out at 90 days for the affiliate referral, then 60 days for the refer a friend after the accounts are signed up.  I suspect that was overlooked when you were presented the TOS during the affiliate signup and seemingly didn't read it, but all the same, you did acknowledge and agree to the TOS agreement.  As such, given these were referred on 7/24, it’s difficult to understand why exactly you submitted a BBB complaint not even a week later alleging we have neglected to pay you owed commissions, when the payouts wouldn’t be due for payout for another 2-3 months.

Moving forward, while we will not be paying these out as our affiliate managers explained in accordance with the Affiliate TOS agreement, I did go ahead and leave your account active, so you’re able to refer future accounts.  If the fraudulent referrals continue, I will have the affiliate account closed immediately however, as you’ve been warned now several times.  If you have any questions or concerns please feel free to email me directly via ticket # ************, which I’ve assigned to myself for follow up purposes.


Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Business Response: Hello Again,

Thank you for your response as well as your general understanding with the situation.  I'd be happy to have the affiliate team provide those two commissions now that I believe we're on the same page with one another.  My apologies too for the lack of a resolution from their end initially, though to their defense, they do end up having to protect the system from such activity day to day, and I think were simply just looking out for our greater good, while admittedly reading too far into the matter.  That's unfortunate in this case, given it seems there was confusion on your end with how this all worked, though regardless of where that resulted from, I'm happy we could discuss the matter, get everyone involved on the same page and ultimately work towards a resolution.

If it’s agreeable, given the affiliate system is somewhat problematic in terms of modifying commissions after the fact, I’d be happy to provide a credit on the hosting account towards both the commission that wasn’t paid in 2012(due to DNS not being pointed to our servers at the time it would have been paid out), but the more recent refer a friend commission as well.  The credit comes to $85 this way and would simply just apply itself towards your open hosting account.  I’ve gone ahead and applied that now, but if you have any further questions or concerns with the credit or commissions the credit replaces please let me know. 

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Consumer Response: *******

Thanks for taking care of this, in the future I'll check in with your affiliate team before opening any new accounts so that we don't run into this issue again.

How might I go about checking the credit on my open account?

Thanks again for all your help today!
* ****


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



 

8/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I established an account with the hostgator.com., and payed through the PayPal one month fee. The contract was for one month, only. I asked hostgator.com., many times, through the e-mails and life-chats to cancel the account, however despite all my requests hostgator.com continue sending bills, and refuses to cancel the account. I am filing complaints with the Texas and California Attorneys Generals.Thank you.Sincerely****** ********Please see below:Subject Please cancel my accountTicket ID KKE-******** Status On HoldDate Created 2014-06-25 11:25:42 Department BillingSubject Please cancel my accountDear Sirs, I could not set up a new shopping cart. Please cancel my account. Thank you. Sincerely, ***** ********Dear Sirs, I would like to cancel the account. Please cancel the account for me. Thank you. ***** ******** On Thursday, June 26, 2014 5:48 AM, "******************************" Ticket: ************ Date: Jul 20, 2014Time: 07:40 PM CSTDear Sirs, This account was cancelled. I was informed by your rep. to inform the Pay Pal, that the account was, only, for one month contract. I did informed Pay Pal that the account is only for one month contract. Thank you. ***** ********

Desired Settlement: Please cancel my account and stop harassment.

Business Response:

Hello,
 
Thank you for contacting Hostgator.com. My name is **** and I am on the Customer Service Management team here at HostGator. Your situation has been brought to my attention due to a BBB complaint submitted on July 20, 2014 with the ID ********* 
 
After reviewing your support history, I do see that you have created a few tickets inquiring on how to cancel your hosting account with HostGator.  In each of the tickets that you have submitted, our administrators have provided the proper method of canceling your account with us. 
 
As of this message, we have not yet received a formal cancellation request as instructed by our support staff.  As stated in the Terms of Service that is agreed to at the sign-up of each of our accounts, we do not process a cancellation of an account until we receive a formal request via the online form found at https://secure.hostgator.com/cancel.php For your convenience, I have included the relevant section of our TOS below. 
 
"Section 13. Cancellations and Refunds.
Subsection E.) Cancellation Process. 
You may terminate or cancel the Services by giving HostGator written notice via the cancellation form provided (https://secure.hostgator.com/cancel.php). In such event: (i) you shall be obligated to pay all fees and charges accrued prior to the effectiveness of such cancellation and (ii) HostGator may, in our sole discretion, refund all pre-paid fees for basic hosting services for the full months remaining after the effectiveness of such cancellation (i.e. no partial month fees shall be refunded) less any setup fees, applicable taxes and any discount applied for prepayment, provided that you are not in breach of this Agreement."
 
With that being said, I have verified your support ticket requesting cancellation.  As a one time courtesy, we have processed your cancellation request without the need to fill out the online form mentioned above.  You will receive an email shortly with confirmation that the account has been closed.  
 
If you have any additional questions, please do not hesitate to ask.  I will be happy to assist you in any way that I can. 

7/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When registering domain names with this company I always make sure that the auto-renew is turned off. But their system keeps turning it back on. My bank account was just charged $60 for the renewal of domains that I did not want renewed and did not authorize. This is not the first time this has happened. I always have to fight with them to get my stolen money back. This time when I called they refused to refund my money and told me that someone "may or may not" call me back...just depends on whether they "feel" like addressing the problem or not.

Desired Settlement: I want my stolen money returned to me Immediately! And without all the usual runaround and denials of their fraudulent and illegal business practices!

Business Response: Greetings,

Thank you for bringing this situation to our attention for review.  I’ll be happy to assist you with this, though after reviewing your call to our support team last night, I want to initially make it clear that the false claims you’ve made against our company in this complaint will not be tolerated going forward.  It’s unfortunate to see a customer willingly doing business with us, then turn around and slander us via the BBB as we try and assist you, having not denied your refund yet during the call in any fashion.

Lying about the situation unfortunately isn’t going to help your claim, as we do record all calls, and did in fact refund the domains promptly last evening for you.  I’ve also reviewed the call recording, where you very openly admit that the system does work, and that you’ve cancelled your auto-renewals.  I’ve tested that as well with my own account today and found that the functionality works perfectly fine, contrary to your report here otherwise that the system continues to revert the setting.  I’d like to also make it clear to the BBB, that what you state regarding the agents claims and denying the refund are absolutely false and can be verified as such reviewing the recording.  While the agent does acknowledge he can’t guarantee the outcome or refund, he does state the billing admins will get this take care of for you promptly.  

Please also be aware that threatening our company in the future isn’t necessary, as we do operate an honest business and correct situations either when we’re at fault, or in this case where you simply neglected to cancel your domain renewals prior to them billing.  As the BBB system suggests as well, in the future please feel free to contact myself and the management team directly via ********************** prior to submitting complaints, which regrettably in this case has exhausted both parties time unnecessarily.

Going forward while our staff took care of this for you promptly, and professionally, please let it be known that I will not tolerate you slandering our company in this fashion.  Not only does the functionality in the system work as I stated above, but your claims against the staff are unfortunate and just dishonest, for what seems like an attempt to further your own personal gain..  Should the BBB like to review the call I’d be happy to supply the recording as well to prove this point, but if you have any additional questions or concerns with the matter please feel free to respond directly to ticket # ************ which I’ve assigned to myself for the purpose of follow up with you should it be necessary.  Otherwise at this time, given the refunds were granted and our system works fine we’ll be considering this matter closed.

Best Regards,
****** ******
Director of Customer Services
Hostgator.com

7/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently was researching how to add SSL to my website (securing my website information). I was researching this webpage : ******************************************************************/how-do-i-purchase-a-private-ssl-from-you-and-what-type-is-itI saw that it cost $34.99 for the Baby plan (which I have). When I clicked on more information, this link was provided:https://plugins.hostgator.com/ssl/It lead me to believe that I was getting the $34.99 price waived if I purchased today. Nowhere on the page does it clarify that the price is only for business sites. Once I clicked on the info I clicked purchase - thinking it was free. I was charged 64.99 total. That is not the price claimed on either pages. I have spoken three times with Billing, and they both claim that I was charged 24 dollars for an IP for a year. That is not disclosed. This is very tricky.

Desired Settlement: I believe that the advertisement was not accurately disclosed and that I was fooled with a hidden charge. I would like for them to honor the free charge, because they poorly advertised and withheld information about this product.

Business Response: Good Morning,

Thank you for your bringing this to our attention and I'd like to first and foremost apologize for the confusion that's resulted.  That's certainly troubling to see, however we'll absolutely get that SSL page on our site corrected now that I'm aware.  Looking over the matter itself I see that our staff did get you upgraded to the business level plan which includes a free IP and SSL certificate.  Though the difference in price between that and the SSL isn't great, it's good to see they were able to sort this out and get you refunded for what was left over from the initial IP/SSL payment.  I also went ahead and credited your account for the next three months of service, just as a gesture of good faith given the trouble you experienced.  If you have any further questions or concerns please feel free to email me directly at **********************

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

7/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have been using HostGator for several years. Ever since a recent takeover I have had nothing but problems with server reliability and performance. HostGator has an uptime guarantee that they are not even coming close to anymore and everytime I call to complain they feed me the same excuses just to get me off the phone and clear the call. I have our corporate site as well as sandboxes for projects under development hosted here and I cannot keep affording to have them go down constantly.

Desired Settlement: If HG cannot adhere to their uptime guarantee they need to offer exits and refunds for users who are on prolonged payment plans, I cannot continue to wait until the end of this billing cycle to switch.

Business Response: Greetings,

My sincerest apologies for the delay in response here through the ODR system.  I noticed this earlier today when I went to check on another complaint, though will definitely get this addressed with you now that I’m aware.

Looking at your ticket history and billing account I see that you actually experienced a Terms of Service violation around a week ago with your shared hosting account.  This suggests in all likely hood that to some extent the problems recently on the server may have been compounded by your own accounts usage.  While it’s difficult to say for certain given the account didn’t breach the necessary resource thresholds till about a week ago when it was limited temporarily, all the same it may be worth looking into optimizing your own site’s code which not only will improve performance, but stability within the server environment itself.

With that addressed, I want to also make it clear that I understand the recent outages this year in Provo have also affected your site which I’m sorry to see.  What I mentioned above is definitely in no way an effort to redirect blame elsewhere as I do want to also make sure the server is kept online and the 99.9% uptime guarantee met, which it has not some months this year.  To that end, though we haven’t seen any major issues within Provo since Hostgator took greater control and involvement over the facility under the Endurance umbrella around two months ago, if you’d still like to migrate to another facility I’d be happy to offer the migration as a courtesy to you for the troubles.

Our other datacenter facility is actually in Houston with CyrusOne.  This datacenter was built out by Hostgator’s team and not the Provo Endurance team, which though I don’t want to knock them, has provided us greater stability so far over the course of it’s existence.  I can’t promise that issues won’t arise given it is such a new facility still, though historically as these data centers get older they do become more and more stable.  Given the complete lack of issues we’ve seen compared to Provo, in that regard I think you’ll find it more reliable over the long term.  If this would be agreeable please let me know and we’ll get the migration scheduled and under way.

Then finally the last option I can provide would be to just refund you the pro-rated portion of what’s left in your plan if you’re simply fed up and looking at other hosts.  I’d hate to see that happen, though give the troubles wouldn’t blame you either.  I’ll leave the decision with you, though if you have any questions prior to making a final determination please email me directly at **********************  I’d love to work with you and make sure any concerns get addressed if you do stick it out with us and accept the migration, but would be happy to arrange the refund too.

Look forward to hopefully resolving this with you!

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

7/11/2014 Billing/Collection Issues | Complaint Details Unavailable
7/11/2014 Problems with Product/Service
7/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I canceled my account months ago but recently realized I kept being chaged.I canceled all my services and haven't used it ever since and shouldn't have to pay the outstanding balance they claim I have.

Desired Settlement: Cancelation of outstanding balance.

Consumer Response: Better Business Bureau:

This letter is to inform you that HostGator.com, L.L.C. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/5/2014 3:40:45 AM and assigned ID *********

Regards,

7/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ebay Transaction ID: *****************Hostgator Ticket ID: ************ I bought a hosting package from Hostgator after seeing a cashback offer on Southwest.com. About 50 days (conveniently past the hostgator 45 day refund policy), I was told by Southwest that I won't be getting the cashback. I tried to get my money back due to false advertising, but only got a run around.

Desired Settlement: Refund of my paid hosting fee or honor the cashback offer

Business Response: Good Morning,

We'd like to start by thanking Mr. *** for giving us a chance to look into his report.

Although I've attempted to call and email yesterday and haven't yet heard back from Mr. ***, we were sorry to hear about an apparent issue with Southwest.com making him some sort of offer for purchasing our services and would like to hear a bit more from him directly when he has time. We have no problem extending our 45 day money back guarantee to 50 days since we see he only used the service for 30 days any way, so as soon as we received this complaint yesterday we immediately refunded the payment of $6.68. That said, we would still like to speak with Mr. *** directly to see if he might provide more insight on the offer he has referred to as we are not aware of any promotional arrangements with Southwest.com.

I hope this resolves the situation to his satisfaction and I'll be following up with him via e-mail again today to confirm.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  



 

6/20/2014 Problems with Product/Service
6/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We moved our website to Hostgator and now the site is gone. We asked why one of their employees changed the passwords and he said it was for security. Needless to say he did not know we already were paying for a firewall and then he suggested we get one through them (they just began as a reseller for sitelock), because the person we worked with at sitelock told us so. He then never changed our password back, we have never been able to access the site and we are still having difficult getting someone to answer phone calls. They write the logs in the help area (when you write a ticket), they write the ticket to say what makes their company look like they are doing whatever they need it to say. This is highway robbery literally and My site is loosing money for almost two months now and ongoing. We need someone to help. We hired an administrative person who said they moved the DNS to somewhere else. This is outrageous. They said they would fix it and now they are saying they can't access anything. The password is extremely difficult that we had and impossible to guess. So, sitelock and hostgator our hosting company and security were the only two who knew the password, Oh, and the guy that obviously changed it at hostgator. We have a log we asked him to not change the password and he did anyway. Now we are not able to access our site.

Desired Settlement: Fix the site our build from scratch as it was within a week.

Consumer Response: Better Business Bureau:

This letter is to inform you that HostGator.com, L.L.C. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/10/2014 1:03:59 AM and assigned ID ************

Hostgator has an employee who has gone up and beyond to help resolve the issues.  There is still a problem, but there are good employees and bad.   It is a server problem and we do understand that much.  Our developer also said that basically what happens the companies are trying to make money so they bundle too many people on a server and then they offer a higher rate for a VPS.  Then your on your own server and you just pay for the privilege.

So, resolution was done in good effort by a gentlemen named ***** and he worked diligently toward figuring out the problem.  My guess is that you are at the mercy of the employee you draw in many tech companies lacking qualified help. 

We are satisfied at this point with progress and we are hoping our retail store is able to sell something this year.  This has been very devastating for us and hopefully we will be able to make progress and work with Hostgator more efficiently.  

Regards,

***** *****

6/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Following my claim and response to ticket-******** **** ** ****** *. From HOSTGATOR answered by Customer Service, hostgator suspended my account.In late April 2014 , I hired HOSTGATOR hosting service for my domain *************************** after finishing contract with previous provider . Now I am going to work on the assembly of my website *************************** (Virtual online store), the banks always require a dedicated IP and SSL certificate to admit payment from customers.Hostgator plan offered me both items. After several attempts with other providers I decided to stay in Hostgator , unlucky they did not meet what they offered . I requested the re- install my SSL certificate , but took over 2 days to respond without any solution . The blame - according to them - is on me.I Was in a hurry and decided to try another hosting service , while HOSTAGATOR took about three days to gve any explanation to the problem, which never was found it. The certificate was never re- issued by HOSTGATOR and I had to install by my own, through Tools because they were confused and or they dont want to collaborate, because they arguemnt they have to many customers and they are not able to attend 24/7 exactly how they manifest in their promise and commercial ads .I expressed my discomfort in an energetic tone, expressing the lousy service they offer, as they take too many days to solve my case and the lack of cooperation of the customer service representatives .

Desired Settlement: INDEMNIZATION

Business Response: Good Morning,

Thank you for bringing this situation to our attention.  While it’s clear having discussed your situation with my customer service team the past week that you’ve been rude and abusive at times towards our staff, my team did attempt to assist you repeatedly the past month with your concerns.  Though it’s lamentable at this time to see the allegations you’ve made towards our company and staff sabotaging your site, that’s simply not the case after an audit of the support you were offered, which I completed myself this morning.  If you’re able to provide evidence to support these claims, I’d be happy to review the matter again, though at this time reading your ticket responses and chats with our company, it’s fairly clear there is no evidence to support your claims.

With that addressed and out of the way, I would like to also clarify that the delay with your SSL being re-issued after you updated your primary domain name and requested that change, was the result of you not accepting the DCV email that’s sent and required by the SSL service during this issuing phase for several days.  That’s entirely outside our hands given the responsibility to accept that fell on your end, though I apologize if our communication wasn’t clear in that regard, though I see that both our frontline staff and billing administrators have all explained this in the various tickets you’ve opened.  With my findings supporting that the staff did do everything they could to assist you with your requests in a timely manner, we’ll be unable to provide you the compensation you’ve requested in the amount of $2500.  I’m not sure where that figure came from exactly given you’ve neglected to provide any supporting information to make your case, though regardless we’re unable to assume liability for any damages you claim to have occurred as a result of using our service.

Moving forward given it’s clear you are quite dissatisfied with the situation at hand, what we can offer is a full refund as you move your sites to another host and take your business elsewhere.  With that said, I do see that Andrea(who you note sabotaged your site and who has been nothing but courteous and professional towards you) did offer to refund your account in full for the two payments you’d made to us thus far, which I think is more then fair given your general unwillingness to work with our staff peacefully.  The two payments are included below for the BBB’s reference, as well as the transactions showing the payments being refunded for you yesterday.

2014-05-29 11:34:31     *****************     PayPal Refund     11.96     Credited
2014-05-29 11:34:29     *****************    PayPal Refund     14.95     Credited
2014-05-28 10:45:53     *****************     Paypal Payment     14.95     Completed
2014-04-29 19:14:17     *****************    Paypal Payment     11.96     Completed

Getting back to the request for what I assume is compensation towards damages you’ve claimed as a result of the use of our service or through sabotage against you as alleged, I’d like to point out our Terms of Service which discusses this directly in Section 26) Disclaimer:

“HostGator shall not be responsible for any damages your business may suffer. HostGator makes no warranties of any kind, expressed or implied for the Services. HostGator disclaims any warranty of merchantability or fitness for a particular purpose, including loss of data resulting from delays, delivery failures, wrong deliveries, and any and all service interruptions caused by HostGator or our employees.”

Though I am sorry to see the trouble you had getting started, at the same time it’s pretty clear you were unwilling to work with our staff, so perhaps it is best to just go separate ways. That’s truly unfortunate and while I apologize that we may not agree on the decision, ultimately we’ve provided a full refund which would be the extent that we can assist you at this time.  If you have any questions or concerns, please let us know directly via your ticket to us *************
Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Business Response: Good Afternoon,

While I understand your general frustration, I wanted to update this BBB complaint today and comment on the fact that much of what you've stated is indeed false.  You allege in your complaint that ****** who works for me removed your website, which you included a screenshot of.  That's entirely false, which I have server logs to support.  Just after his last ticket response to you prior to you making the accusations in response, you clearly logged into your control panel's filemanager and removed 'modules' for the site, which prevented it from loading.  The notion that anything malicious has occurred from our end is something I believe you've fabricated in an effort to slander our company which is unfortunate, though the server access and control panel logs do speak for themselves, referencing access from a location in your country.

At this time, with these findings we'll be unable to further consider the compensation you've requested and now rejected the complaint over.  You were offered a full refund of what you'd paid our company which is the extent we can re-imburse you financially.  I will also be providing the logs to the BBB should you continue to reject the complaint resolution as well. 

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Consumer Response:

Mr.
 
Better Business Bureau,
 
I totally rejected the business response. They are blatantly lying.
 
I am at a distinct disadvantage. I am a foreigner, I have no lawyer in America and no one can interceding for me in your country, and they have the advantage of being there, so he could lie and lie.
 
The screenshot has dates of creation, which does not correspond to the data this gentleman will provide They have to be HONEST and not lying, because I had to move my site to another server. I  warnend them I would, the screenshot was taken previous hours of assembly.
 
Actually I am so amazed by response and moral values ??of this Hostgator Worker, lying, lack of service, lack of compromise, he's dishonest human being...For then, Demanding attention, quality i n the provided service is  psicological cruelty..Demandig an excellent service and manifesting my complaints and expressing my frustration "Calling "mediocre" the service offered by their company or a  their worker is considered mental violence according to this people..I must accept her bad service like it or not!
 
Please, this a handful of Lies,. My main interest is that the experience was so frustrating hiring that server, being SHARED all users to know this experience. If BBB finally studied this case and refusing a compensation, at least keeping this claim in HOSTGATOR records...This complaint is false, If I have to visit yo United States to prove that this Company is lying, I will have to... the service of this company is awful and this man is dishonest.
 
Thank you
 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

[Provide details of why you are not satisfied with this resolution.]

Regards,


 

6/9/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Company states 45 day refund, but very shady business practices, lack of training for support technicians and reviewal boards to make you sure customers meet the poorly documented stipulations for refund are keeping me from getting totally screwed by this company. I am very tired of their attitudes and want my money back.

Desired Settlement: I would like a full refund for the purchase I made that I was not able to use. Ticket# LIN-********Invoice# ******** Purchase price: $ 228.96

Business Response: Hi *******

Thanks for reaching out to us, and I'm sorry to see the troubles you've experienced recently.  Though it's unfortunate you didn't just shoot us an email at feedback@hostgator.com which comes to management and my customer service escalation team, so we could assist you with resolving this, I'll be happy to do so at this time.  Reviewing the cancellation ticket you opened, I see that you just opened the hosting package needing cancelled yesterday, though there's also additional notes in the ticket mentioning that you'd changed your mind and were no longer interested in proceeding with the cancellation?  I also saw a more recent update from you with some positive feedback about another support staff member which is great to see, though I apologize for any problems you had as you registered and got started yesterday.

If you could please shoot me an update in the ticket LIN-******** with some more information, I'd love to look into this further too.  If we screwed something up, I'll get it addressed and the situation corrected, but we'll also have a better understanding of your needs going forward so that either myself or my CS team can ensure you're getting the support you've come to expect from us over the years.  I'll look forward to working with you and sorry again that action with the BBB became necessary.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Business Response: Good Afternoon,

I just wanted to provide a quick update here today regarding the situation.  Though it wasn't clear at first what precisely the frustration regarding our refund policy was over, after reviewing this further with ****** whom you spoke with I discovered, that frustration was the result of what's essentially coupon abuse within our billing system, which our Terms of Service expressly forbids.  I realize you may not have been aware of that which is fine, though I do want to apologize for the time it took to resolve and any frustration that may still be underlying.  We in no way intended to leave a sour taste with you over the matter.

Which brings me to the resolution, in that even though we don't normally allow customers to use coupons like you did to offset the cost of hosting on a prior hosting account, ****** did go ahead and get you a discounted billing cycle as well as a refund for the difference.  I know that's not quite what you'd hoped for originally, though hopefully this gesture of good faith signals our interest in working with you going forward.  If you have any additional concerns or questions in the future, please feel free to reach out to either ****** or myself through the assigned tickets in our cs queue.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  But I feel I need to reply to ******** comments..


*******

Coupon abuse? Shopping around for the best price and service is a fact of life for most of the free world. You are correct, I wasn't aware that current customers aren't allowed to use the coupon on the home page of the hostgator website, but why are new customers given discounts while loyal customers with multiple hosting mackages like myself have to pay full price?

I actually tried to migrate away from your service because there is a better deal out there and found that Hostgator will do everything within it's powers to frustrate the customer into giving up and just staying with you. I was forced to wait 30 - 45 minutes to speak with anyone regarding my issue numerous times only to be provided with "very nice", but ineffective support that left me exactly where I started 30 - 45 minutes prior. When trying to migrate away from hostgator I saw everything from rate limiting download speeds via FTP to multiple failed downloads so that I could not get a proper backup of my website leaving me with no choice but to stay.

You can try all you want to convince me that this is resolved and in your subtle ways make it look like this is due to my breaking Terms of Service, but at the end of the day this issue was only partially resolved and only after reaching Director level within your Company.  I will let you go ahead and call this resolved, but if I get anymore treatment like I have witnessed you can guarantee I will be right back on here.

*******




 

6/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Cancellation of account because of duplicate billings. After cancellation, and expected refund, continued to draft bank account causing overdrafts, fees and overdrawn account.

Desired Settlement: Simply refund amounts drafted and refund for charges to account due to unauthorized billings.

Business Response: Good Afternoon,

Thank you for alerting us to this situation.  Taking a look into the matter, I see that you did sign-up two accounts, one in 11/2012 and the other in 3/2013 and while you’ve left out quite a bit of detail regarding the account histories and your cancellation requests, I’ll be happy to fill in those details which I believe are important and not to be left out.  The two packages are listed below, as well as their start and end dates for clarification.


********** * ************
Start: 11/05/2012
End: 3/18/2013


********** * ************
Start: 3/16/2013
End: 5/28/2014

From what it would appear, given there were three past due notices still in the billing account of ********** when it was cancelled via ************ in 2013, I assume the second account was setup in 2013 to avoid you paying your past due invoices.  That’s unfortunate to see at this juncture, given we would have probably just cleared two of three invoices so you could pay the most recent and re-activate the account, but more importantly I did want to outline this portion of the ticket history, given your claims against our company.

Moving to your cancellation of ********** in ************* you requested we cancel the account on 3/16/2013, and it was then closed fully on 3/18/2013.  Because the account so several months past due, no invoices was offered at that time.

Let’s then fast forward to 5/28 when we received the following response from you:

“Customer Reply - **************************
Received on: 2014-05-28 08:46:04 Reply Number: 5
Dear Hostgator,

As a VERY DISSATISFIED CUSTOMER, I do appreciate your notification of the cancellation that was supposed to happen several months ago. Your email did NOT include any indication as to the amount of refund I would be receiving. I have incurred several hundred dollars in bank/overdraft etc. fees because of this error on your part. A total refund of ALL monies paid on this account, is the ONLY recourse I will find acceptable. If that is
NOT the case, all documents regarding this account will be forwarded for legal action.

Kindest regards,
******* ********

**** ***** **** Fraud Division”

While I understand you believe the account was cancelled several months back, that’s unfortunately not the case after reviewing your ticket history.  While there was a ticket for the prior cancellation of your first delinquent hosting package via ************* I’m not seeing a second more recent cancellation request for ********** which would have been necessary to close the account per our Terms of Service.  For reference I've included the portion of the agreement below pertaining to submitting a cancellation request, which did occur in the case of the first account.  Due to that I would assume you'd been aware this needed to occur with your second package.

http://www.hostgator.com/tos
Section E) .
"Cancellation Process.
You may terminate or cancel the Services by giving HostGator written notice via the cancellation form provided. In such event: (i) you shall be obligated to pay all fees and charges accrued prior to the effectiveness of such cancellation and (ii) HostGator may, in our sole discretion, refund all pre-paid fees for basic hosting services for the full months remaining after the effectiveness of such cancellation (i.e. no partial month fees shall be refunded) less any setup fees, applicable taxes and any discount applied for prepayment, provided that you are not in breach of this Agreement."

If you can provide me a ticket ID referencing the cancellation, we’d be happy to investigate this further, though at this time it’s clear at this time given the lack of a cancel ticket that you simply didn’t cancel the hosting, and thus as our TOS agreement also outlines we continued to bill the card on file.

Regrettably, due to the lack of a cancellation request or evidence to support your claims, we’ll be unable to compensate you towards the NSF fees you incurred at your bank as a result.  I’d be happy to re-consider if it becomes clear there is a cancellation ticket for the package, though otherwise at this time we’ll consider the matter closed as the account has been cancelled at your request by our staff, regardless of the apparent negligence to submit a cancellation request as required by our TOS agreement.

If you have any additional questions or comments, please feel free to follow up with me directly via the ticket ************, which I've kept assigned to myself.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

5/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I currently host a website using HostGator's service (icedb.com). Over the last year there have been over 6 outages due to connectivity issues in their Provo Data Center. Each time this has occurred hundreds if not hundreds of thousands of websites have gone down across the web including my own dedicated server which I pay a premium for. Hostgator is unwilling to move sites back to their Dallas Data Center which is more stable and they are unwilling to provide refunds for these outages even though their websites states "Every web hosting plan comes with a 45 day money back guarantee, 99.9% uptime guarantee, and is fully guaranteed by the CEO himself.". A 99.9% uptime would mean that the service would not be down for more than about 45 minutes per month yet it seems that every month my service is down for hours and hours and last month for an entire day. This is completely unacceptable in the realm of legitimate web hosting providers. I have lost all confidence in this hosting provider and believe its business practices to be irresponsible, negligent and frankly amateurish.

Desired Settlement: I would like a full refund for every month they have not been able to provide a 99.9% uptime and I would like them to remove the claim of a 99.9% uptime from their website since they never meet it AND I would like to be moved to the Dallas Data Center which obviously doesn't crash every 5 seconds.

Business Response: Good Afternoon,

Thank you for reaching out to us regarding the troubles you’ve experienced recently in our Provo datacenter.  I’d like to first note that it appears you simply didn’t bother to reach out to us, which would have been the fastest way to resolve this prior to involving the BBB.  All the same I realize your frustration and wish for their involvement and offer this only to help expedite such requests in the future via our management team at feedback@hostgator.com as the BBB notes should occur prior to submitting a complaint.

Moving to the downtime and the notion that we’ve denied you credit, I’d like to point out that your ticket history is completely void of any credit requests post outages.  Our terms of service states that all 99.9% uptime requests should be directed to our billing team for review, then to provide the credit as appropriate.  Your allegation that we’ve denied such credit though looks completely unsupported thought given the lack of tickets.  For reference I’ve included that portion of our TOS agreement below for you:

http://www.hostgator.com/tos#15
Section 15) Uptime Guarantee
“If your shared or reseller server has a physical downtime that falls short of the 99.9% uptime guarantee, you may receive one (1) month of credit on your account. This uptime guarantee does not apply to planned maintenance. Approval of any credit is at the sole discretion of HostGator and may be dependent upon the justification provided. Third party monitoring service reports may not be used for justification due to a variety of factors including the monitor's network capacity/transit availability. The uptime of the server is defined as the reported uptime from the operating system and the Apache Web Server which may differ from the uptime reported by other individual services. To request a credit, please visit http://support.hostgator.com to create a support ticket to our Billing department with justification. Uptime guarantees only apply to shared and reseller solutions. Dedicated servers are covered by a network guarantee in which the credit is prorated for the amount of time the server is down which is not related to our uptime guarantee. “

Given it would appear this agreement was overlooked on your end during signup as you acknowledged the agreement, if you have any further questions after reviewing the agreement itself please let me know.  I’m happy to answer any questions and hopefully ensure such confusion doesn’t continue in the future.

Which brings me to my next point, in that we don’t actually own the facility in Dallas you appear to have requested a migration to.  We do currently have both a Provo and Houston facility, though due to the number of requests being made and hardware available we’re currently not able to accommodate requests from Provo to Houston.  Thats not to say I wouldn’t consider this once hardware is available, but it’s just not an option today sadly.  If you’d like to consider this though I’d be happy to create a ticket for you with my customer service escalation team to ensure that gets addressed once hardware is available.

Finally, given we do honor our guarantee and have been providing credit as appropriate I’m going to have to disagree with the notion that you feel we should remove that from our site.  If we simply advertised that and didn’t stand behind our promise that may be another situation entirely, however given the credit is provided when requested we’ll not be making that change.  I’m sorry if you simply overlooked the TOS previously during signup, though now that I’m aware I did go ahead and apply a 6 month credit to your hosting account.  Hopefully that gestures our interest in standing behind our guarantees, even months after the fact, but let me know if I can assist you in any way further.  I do want to make right on the situation and look forward to resolving this with you fully.  I’ll follow up with you directly via a ticket as well to further plan the migration you’ve requested.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

5/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have subscribe the baby plan hosting service from this company. However, there is a security incident recently and my account is impacted. Hostgator.com have put all my sites hosted on this account to offline and request me to pay a fee to do a scan and remove the malicious file. I have taken the action to remove the domain and the files where it was detected but this seems not enough for them. Now I am requested to pay the fee else my sites will not be able to go online. There is no choice for me but to pay the fee. This is extortion.

Desired Settlement: Request for a method which does not require a fee or an alternative which I can take action. But firstly, please grant my sites to go online first.

Business Response: Good Afternoon,

Thanks for the opportunity to discuss the recent invoice on this account.

We're always glad to discuss charges on an account and would be happy to go over the security and payment concerns raised here. First and foremost, in regards to the complaint that we have extorted payment, please note that we never keep a customer's site hostage as we are always willing to provide a copy of a customer's content for hosting elsewhere. We will provide a copy of the content even if we are forced to temporarily suspend a site on our server and even when that suspension is due to failure to comply with our terms of service, as was the case here.

To provide a bit of background - on this particular account over the last 6 years, we have seen a significant number of compromises outside what is typical for or customers, however we were originally contacted this month on the 2nd of May at which point we performed a clean of the malware which had been uploaded to the account. At that point we were upfront in that if we continued to see this type of activity on the account, we would have to assess the amount of work required to determine if a charge was warranted. During this conversation via e-mail we also provide direct recommendations on how to prevent compromises moving forward.

Unfortunately after investigation this time, we have found that our recommendation to keep very secure passwords was not followed, and a password that could have been easily determined by hackers was guessed, and then used to upload malware. Please note that when malware is uploaded to our servers, this can cause damage to the reputation of our IP addresses. This in turn means that other customers on the same server can become greatly effected and can become unable to send/receive e-mail due to known malware on those servers.

Once a compromise is found, we not only have to spend large amounts of time to clean up the customer's account, but this also means that additional work is needed to support the other customers effected by the hurt IP reputation. Due to these reasons and the repeated compromises on the account within a 6 month period, we let the customer know that if they wished us to clean up the account again, less than 2 weeks after the last compromise, that a $75 fee would be required. Although this particular BBB complaint is asking that that fee is removed, we had received direct e-mail communication stating they had authorized the fee, which we can provide proof of if needed : "I agree that the $75 Account Cleanup fee per-incident is to be charged to my hosting account."

In consideration for Mr. ****** long time use of our services, I have now waived the $75 fee as a one time courtesy, however moving forward we will be unable to continue waiving fees when our recommendations are not fully followed. Also in the dispute it was requested that we reactivate the sites, however this was completed three days ago after the $75.00 charge was agreed to.

At this time the sites are online and the fee has been waived however if we can provide any further clarification on the charge or why it is necessary, please let us know.

5/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been a customer of hostgator for over 10 years. In the last 2-3 years they decided that without my consent they would transfer my business (dedicated) server from the data center it was on when our contract and purchase happen to a new "low cost" data center they use now called "provo". Since it's been moved we have had major issues with up time. The guaranty given by hostgator is 99.9% uptime thus around "99.9% 43m per month or 8h 46m per year". In 2013 we have over 72 hour down time for witch we where only reimbursed one month of hosting (178~ usd). In April 2014 we had around 24 hours of down time if not more (again only 178~ usd reimbursed), and now may 2014 the same data center is causing down time for (as of now not resolved over 5 hours). As it's clear the provo data center is a unreliable and no actual FIX for this issue was done in April as I was promised to insure it would be stable. The issue is the major loss of both confidence that my clients have with me due to this continued disservice as well as the monetary loss from both my clients my my self. I would request either to be moved back to the old data center that was rock solid for 5 years + OR some other solution including proper monetary reimbursement for the above issues.

Desired Settlement: I would request either to be moved back to the old data center that was rock solid for 5 years + OR some other solution for the current data center issue as well as proper monetary reimbursement for the above issues.

Business Response: Good Afternoon,

Thanks for reaching out to us via the BBB regarding the recent downtimes in the Provo datacenter facility.  Though it’s unfortunate you didn’t contact us directly initially for assistance with this, I’ll be happy to assist you via the BBB system.  In the future though we do ask that you reach us via feedback@hostgator.com both to make us aware firstly, but so that we can resolve this with less haste then may be involved now facilitating this through a third party.

Reviewing your complaint, I’d like to first point out that you were not in fact moved to our Provo facility without your consent, nor did this occur three years ago.  Looking back through your ticket history I see in ************ on 10-31-2012 you actually requested a hardware upgrade.  Due to our recent change of hands to Endurance International Group in 2012, we actually had newer more powerful hardware available then what was being offered through our prior datacenter Softlayer.  All the same, this was done at your request, not forcibly without your consent as it appears you’ve painted the picture in the complaint.

That brings me to your next comment regarding it being a low-cost facility.  Though it’s true that we’ve migrated business out of Softlayer in an effort to cut costs, I’d like to also make it clear that we’re hosting in our Provo and Houston data centers, both of which Endurance owns outright.  So while I understand your frustration with Provo’s network the past few months, the assumption that it’s a low-cost facility isn’t based in truth.  The Provo and Houston facilities do actually allow us far greater control over monitoring systems as well, and though that’s not shown it’s worth recently, I’m confident once we’ve finally nailed down the remaining problems within the network, things should stabilize.  It’s also worth pointing out that neither of these two Endurance owned facilities is anywhere near as old as Softlayer’s data centers.  As is the case historically for most facilities, the longer the data center is online the more stable it will become.  

Leading finally to our dedicated server network uptime guarantee which there seems to be confusion over given you’ve noted our shared 99.9% uptime guarantee which isn’t applicable.  To clarify this confusion, the actual guarantee on your server covers network inaccessibility by a pro-rated credit for the time the service is considered “down” or inaccessible.  Taking the outage in April into account at 24 hours, the actual pro-rated credit owed would be around $6.  That’s a slap in the face given the circumstances and we realize that, which is why you were offered a full month’s credit in that instance.  With that clarified, while we simply cannot compensate every affected customer for their losses as requested, we hope that the credit and our explanation today make sense.  We too have a business to run and do need to keep these credits inline, even though we’ve provided several times over what we promise in writing in our Terms of Service.  http://www.hostgator.com/tos#15  Section 15) Uptime Guarantee.

With that all clarified, even though I realize I have disputed a good portion of what you’ve stated has occurred recently the past 2-3 years, I do want to make right on the situation with you.  If it’s agreeable, though I can’t compensate you directly towards losses or damages you feel have occurred towards your reputation I’d be happy to offer you a three month credit towards yesterdays 8 hours of downtime.  That takes into account the past events you’ve not requested credit for as well, but I hope gestures our interest in righting the situation.  I’d also be happy to offer you a migration to our Houston Cyrus One facility.  If you’d like to consider that, please feel free to email me directly at ********************* and I can provide you some more details.  In short though the Houston data center was built from the ground up by our staff, and though we are making progress daily within Provo, we honestly didn’t have any control over that facility as it was built and to that end I think you may prefer our Houston facility.  I can definitely give you some more insight first though before committing.  

Otherwise the 3 months of credit have been applied to your billing and will automatically apply once invoices drafted.  That credit should also hopefully give you time to consider the migration without financial cost to yourself in the meantime.  I’ll look forward to working with you further.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have contacted them directly via phone. Being unable to speak to ****** ****** I spoke to one of his colleagues and found the conversation, explanation and offers to be satisfactory.
 
In keeping with their offer to move my dedicated server to the high quality data center "cyrusone" keeping of course, the cost to my current monthly rate and the transfer and migration at no charge, as well keeping at LEAST the power of the machine and features to my current contract. 
 
I also appreciate the responsible actions of a 3 month credit.
 
 While I disagree with some of the other notes i feel we where able to find a amicable solution to this issue and wish to close this complaint as resolved with prejudice (based on the above offers being fulfilled). 
 
 
Thank you BBB and ****** for wanting to work with such a small fry as me. And I hope that we can work together for many more years, I was quite unhappy to come at this point after 8+ years of working together.
 



 


 

5/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered VPS hosting services from HostGator.com. They did not set up my account correctly; specifically neglecting to set up the cpanel. When I asked them to fix the problem, they insisted that I pay additional fees -- even though I had already paid for the cpanel when I set up the account. When I called to inform them that I had paid for the cpanel, they still wouldn't correct the problem, insisting that I pay an extra fee each month.

Desired Settlement: Refund.

Consumer Response:

Better Business Bureau:

This letter is to inform you that I would like to close my comlaint with HostGator.com, L.L.C. Although the company has not resolved the issue, I have decided that I no longer wish to pursue the matter. Filed on 5/9/2014 5:18:30 PM and assigned ID *********

Regards,

***** **********

5/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: First or foremost, Hostgator is the worst hosting website company anybody can ever deal with. Their customer service department should win the award of the year for worst service. on 04-24-2014, I received an email from them stating that my credit card has been processed/charged ($119.40 USD) and has been approved. I was very shocked knowing that i never called and even received any notice email from them. I call them company immediately and request an explanation, I was told that the payment was done automatically. Since the agent I was speaking with was not able to assist me, he transferred me to a supervisor name (**** ** after talking with the supervisor for almost 30 minutes to no success, I requested to speak with someone higher then him and he told me that I was talking to the highest level of escalation and that the call could not be escalated, He told that he was the supervisor and the manager at the same time. I couldn't not believe it, I was shocked to find out that an American based company will treat me in such manner. I then, told *** that i was going to send a complaint letter to his CEO at ************************* and file a complaint letter to BBB against Hostgator and he did not even care to escalate my issue. All I asked was a 7 days notice email or a phone call if you guys decided to renew my account and charged my credit card. Because of the way I was treated by Hostgator, I will dedicate my time and energy to use the power of Social Media to help destroy the company. I will start a campaign using the power of social media urging everyone who have been mistreated by the company (hostgator) to get together and file a class action lawsuit in order to teach them the value of each and every customer.

Desired Settlement: For the time and energy I wasted with your company, not to mention that I am unable to pay my bill, I'am requesting a full refund of 119.40 back to my credit card immediately and compensation for accessing my credit card without my approval, if not I will file a class action lawsuit against them.

Business Response: Good Morning,

 
I'm sorry again for the trouble this has caused you.  I've actually sent you a much more detailed response this morning via our ticket system, in response to your email to *****  He's unfortunately away from the office this week on travel, though I can definitely discuss the matter with you and ensure that proper notification is sent in the future.  While we do outline in our terms of service that credit cards will be kept on file and billed recurrently, I do understand the frustration this creates for many customers and am working with **** to update the system to provide a 30 day notice to any and all invoices on billing cycles longer then our month to month plans.  Regardless that our TOS explains this, better notification is necessary and will be provided in the very near future.  Hopefully my earlier email addresses your concerns fully, though please feel free to shoot me an email directly at ********************* outside our ticket system.  I do want to ensure all the support concerns are addressed, beyond the notices which we already have an action plan in place to correct.  Sorry again for the trouble and look forward to moving this forward with you amicably.
 
Best Regards,
****** ******
Director of Customer Service
Hostgator.com

5/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They are an Internet Hosting company for websites and E-mail. Three times in the last few months they have been down for hours and I personally have been unable to contact them when this happens. It seems they were recently purchased by another company and that is when it seems to have started. This is bad, a lot of people are loosing business

Desired Settlement: I want to cancel my subscription with them and get a refund. Thier service is the worst.

Consumer Response:

Better Business Bureau:

I have been contacted by Hostgator and they have actually been very helpful and supportive.  

They have offered me a different solution.  That should remedy the problem.  

I have not been able to fully impliment their counter solution, however that is an issue from

My side not theirs.  So I am satisfied with their response and proposed solution.



This letter is to inform you that HostGator.com, L.L.C. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/29/2014 6:27:23 PM and assigned ID *********

Regards,

*** ******

5/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a dedicated server with Hostgator. The service is down for more than 6 hours.

Desired Settlement: full month refund

Business Response: Hi *******

 
Thanks for reaching out to us, and I'm sorry to see the trouble this outage has caused you as well as our other affected customers.  It's certainly never a situation we like to encounter, though when problems do arise we do always engage the issue and try and get it resolved as promptly as possible.  To shed some further light on the event, I've posted a more in-depth Q&A here on our support forums, but I'm happy to discuss this all further too should you have additional concerns.
 
*************************************************************
 
As for the credit, while we'd normally offer credit in a pro-rated fashion when network connectivity is lost like in this case, I did just go ahead and apply the month's credit.  We realize the hassle this created for most customers and want to ensure we're doing what we can to make right on the situation!
 
Best Regards,
****** ******
Director of Customer Service
Hostgator.com
 

Consumer Response: I also noticed that hostgator billed me today the full month from the other service: ******** ******** ********** ********** * ****** **

Business Response: Good Afternoon,

 
My apologies for the continued trouble.  So that I can correct this billing concern for you, would you mind please providing me with the primary email addresses for each involved account?  I just wanted to clarify that to ensure I get this addressed properly the first time.
 
Thank you,
****** ******

5/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My website has gone down 3 times with Hostgator, ranging from 1 hour to todays debacle which is 7 hours out with no end in sight.Hostgator also managed to lose my entire website while transferring to a dedicated server, and instead of apologizing, or making it right, they just responded with, "Oh, I hope you have a back up, hehehe." Ive been on hold for 15-40 minutes at a time just waiting to talk to someone. Horrible, horrible customer service.

Desired Settlement: I would like a full refund of my last billing cycle and I will take my business elsewhere.

Business Response: Good Morning,

 
Thank you for bringing this situation to our attention.  We'll be happy to assist you, but would like to first and foremost apologize for the outage this past week.  Though we do strive to keep servers online up to 99.9% of the time, as our guarantees promise for many of the services, inevitably technology does from time to time have issues.  In this particular case our network was disrupted when a piece of hardware responsible for routing traffic failed as a result of the hardware vendors firmware update that previous overnight period.  We're extremely sorry to see the affect this had on our customers, though engaged the emergency immediately and began debugging the firmware in an effort to hopefully expedite the resolution.  This did take some time, however the Hostgator Techops team along with the help of those managing the Provo datacenter were able to get this fixed and services restored prior to the vendor having a solution in place.  I realize that explanation doesn't get you the time lost back and we understand how frustrating the situation is, however hopefully the credit that was offered helps move the situation forward.
 
In regards to your migration troubles, I did look into that as well however don't see any tickets in relation to this issue?  That seems odd given what you've reported in that we lost your data, but I'd absolutely like to look into this if at all possible so we can ensure any issues are addressed.  While it is always the clients responsibility to retain a backup copy of their data which our Terms of Service outlines, many times there's other options as we work to resolve any migration troubles.  Anyway, if you can provide more information on this I'd definitely be happy to right any errors on our part.
 
Which brings me finally to your request to refund the previous 6 month billing cycle.  Given that was paid only a month or so ago, it's not a problem at all to refund that if you simply wish to move the sites elsewhere.  I definitely understand the plight this situation creates which we're quite sorry for, so that's the least we can do in the end.  Once you have migration plans situated, please feel free to email me directly at feedback@hostgator.com(our management email queue) and I'll be happy to assist you with the full refund.  Sorry again for the trouble, and if I can answer or address any further questions or concerns please let me know.
 
Best Regards, 
****** ******
Director of Customer Service
Hostgator.com

5/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have experienced like thousands of others an outage of services for close to 24 hours. In the business that HOSTGATOR is in, this is unacceptable. The Loss of business revenue far exceeds any kind of refund they might be able to provide. They SAY 99.9% of the time they will be up. In the past 6 months they have had 3 significant down times. 1. NO ANSWER ON ANY PHONE ALL DAY2. NO RESPONSE FOR ONLINE SUPPORT3. GENERIC ARTIFICIAL TWEET LIES4. NO REAL UPDATES EVERMy business partner and I spoke at length as to what to do regarding this situation. Litigation is a lengthy process and getting attorneys involved is not necessary. We will settle for $5K or small claims court it is.

Desired Settlement: $5K

Business Response:

Greetings,
 
Thank you for bringing your general dissatisfaction with the situation to our attention.  While I understand your frustration, I'd like to also make it clear that the BBB is likely not the appropriate channel for legal discussions, nor are we able to discuss the matter with you from a support stand point should the discussion and threat of legal action continue in that direction.  If we can focus on the situation at hand, your credit request and our network uptime guarantee which has not been met this month, I’ll be happy to assist you.
 
As for the outage, we have been open with customers communicating what information we did have during the event, though we apologize that more information wasn’t available or that you feel we lied, however that’s simply not the case.  It’s also true that our support system, as well as the backup chat/phone system were completely saturated during the outage.  That’s inexcusable and something we’re working to address immediately, as well as what we agree is a general lack of information flowing during these events.  Beyond that if you have questions regarding the firmware upgrade that lead to the outage, or what’s being done to continue to improve the facility please let me know.  I’m happy to disucss and hopefully squash any concerns you may have.
 
Which brings me to the last and final point which we’re likely not going to be able to agree on.  As you’re aware we presented you with our Terms of Service during the signup process, which you agreed to while completing your order.  Section 16) Disclaimer outlines that Hostgator will not be held responsible for damages you allege to have occurred.  I do realize the situation is entirely inconvenient, but we’re simply unable to compensate you to the degree you’ve requested.  
 
I also realize you may not have requested the credit offered my our guarantee in the past, but if you can please provide me your primary domain or the email address associated with your billing account I’d be happy to review this all further and see if we can provide you a credit that we both consider a little more fair, then just the month the guarantee would max out at.  I’ll look forward to your response, and please feel free to email me directly at ********************* so we can resolve this as promptly as possible.
 
Best Regards,
****** ******
Director of Customer Service
Hostgator.com
An Endurance Company

5/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Hosting service is Terrible and un reliable in the last year this is the 3rd major outage twice for over 8hours each and once for 5 hours they are supposed to have 99.999 uptime this is fat from true and they say 24/7 support but when an outage occurs you can't gat anyone on the line. This isn't just costing us money but the over 100 clients that have under my dedicated server.

Desired Settlement: Something to give back to our clients and some sort of proof that an outage like this can't happen again.

Business Response: Good Morning,

 
My apologies for the delay in response as we work to reach back out to everyone affected last week by the datacenter outage.  While issues do arise from time to time, as is to be expected inevitably with technology, we'll also be the first to agree that this facilities issues are occurring much too frequently.  We've been working around the clock since the first outage in August to build additional stability and redundancy into the facility, but I'm sorry you've not been credited per our uptime agreement.  I will note that your VPS server isn't covered by the 99.9% guarantee our Shared and reseller servers are, but is actually covered by a Network Uptime guarantee which offers a pro-rated credit towards any time that's considered "down" when you can't reach the server.
 
With that clarified, I certainly wouldn't be thrilled about a 24 hour pro-rated credit after last week, and given the lack of credits (which do need requested through our billing team for future reference) I went ahead and applied a 3 month credit to your billing account.  That comes out a little shy of $400, so hopefully that signals we do stand behind our guarantees and want to make this right again with you.  Once invoices draft in the system, the credits will automatically apply towards your next three months of service.  Please feel free to shoot me an email too any time you have problems, as I'm always happy to ensure your service/support concerns are getting addresses both completely, but to your total satisfaction as well.  Sorry again for the trouble and I can be reached at ********************* if you need any assistance at all!
 
Best Regards, 
****** ******
Director of Customer Service
Hostgator.com

4/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My business is hosted online with Hostgator and since they have been sold to EIG, their service has gone beyond acceptable. Right now there are thousands of websites down because of their Provo data center. My entire business has been down for over 26 hours. I have had to refund lots of customers because they purchased an online service they can not access. My business has lost potential customers, potential affiliates, 26 hours of earnings so far, rankings in Google will be affected and my business reputation is at risk, all because EIG migrated thousands of customers to a lower cost data center. Hostgator support is non existent, my tickets have no reply, their chat system continues to crash and their phone support is unresponsive. There are thousands of websites and business going down today because of Hostgator. A data center does not need 26 hours plus to repair any problems, I will put this down to the fact that Hostgator have removed qualified staff and replaced them with people who can not do the job, once again, to save money and up their profit. I have tried to contact Hostgator and EIG on several occasions today and yesterday but all I get is canned responses. I have a family to feed and today I have earned ZERO all because of EIG and Hostgator. I want my files from Hostgator so that I can move to a more reliable hosting service but I can not get access to my files because my server is still down. I want compensation for this, not free hosting, I want cash compensation. Their hosting plann price does not cover anywhere near my loss. What can I do?Thank you******

Desired Settlement: Hostgator will offer the usual 1 Month free hosting but I do not want that!I have refunded 340 in payments to customer who can not use my website service.I have lost Adsense revenue at around $30.I will lose rankings so my SEO is broken.I have had to spend all day chatting to customers about the problems, over time.My business has taken a big knock on its reputation, who would buy hosting from a website that says "Page can not be found".At least $2000 is what I want for this.

Business Response:

From: ****** ****** ****************************** 
Sent: Monday, April 28, 2014 7:37 AM
To: drteam
Subject: Re: Please review #********
 
Good Morning,
 
 The customer experienced downtime, which we’ve assumed and admittedly responsibility for.  We’ve also expained how this occurred as well as offered credit towards his account several times what the noted guarantee for his server promises.  In that regard while I understand he’s claiming to have experienced losses in addition to the credit, we have indeed stood behind our guarantees as outlined, even crediting him further then required in an effort to smooth this over and move the situation forward.  
 
At this point the customer has a cancellation request in, which I’ve asked our retention team to ensure is refunded appropriately given the customers clear dissatisfaction with the outage.  Though that event is unfortunate in and of itself, he’s asking for far more then the Terms of Service agreement promises and we simply cannot credit him for the losses he’s claiming were experienced on his end.
 
Thank you!
****** ******
Director of Customer Service
The Endurance International Group
************* * **************************** ****** ** ** ******* * ********** *** **********
 
 
On Apr 23, 2014, at 3:35 PM, ****** ****** *********************** ******
 
 
Good Afternoon,
 
Would it be possible to have this complaint reviewed and hopefully marked resolved?  While it’s true that a datacenter facility we use and this customer is hosted from experienced a massive outage last Wednesday, last in some cases between 12-24, we simply cannot compensate this customer for his losses as he’s requested and is now demanding.  
 
*******************************
16.) Disclaimer
HostGator shall not be responsible for any damages your business may suffer. HostGator makes no warranties of any kind, expressed or implied for services we provide. HostGator disclaims any warranty or merchantability or fitness for a particular purpose. This includes loss of data resulting from delays, no deliveries, wrong delivery, and any and all service interruptions caused by HostGator and its employees.
 
While I’m more then happy to credit him a full month of service or even up to three months as a result of the problem recurring, he’s made it clear he feels that’s unacceptable, contrary to the fact that he agreed to our Terms of Service which outlines this all during signup.  Additionally, the month credit is actually several times what the Network Uptime Guarantee for his server actually covers, which would be a pro-rated credit for 24 hours the server was inaccessible.
 
*******************************
9b.) Uptime Guarantee
If your shared / reseller server has a physical downtime that is not within the 99.9% uptime you may receive one month of credit on your account. Approval of the credit is at the discretion of HostGator dependent upon justification provided. Third party monitoring service reports may not be used for justification due to a variety of factors including the monitor's network capacity/transit availability. The uptime of the server is defined as the reported uptime from the operating system and the Apache Web Server which may differ from the uptime reported by other individual services. To request a credit, please ********************************* to create a support ticket to our Billing department with justification. Uptime guarantees only apply to shared / reseller solutions. Dedicated servers are covered by a network guarantee in which the credit is prorated for the amount of time the server is down which is not related to our uptime guarantee.
 
*************************************************************************************************
The second section specifically:
 
Network Guarantee
The Terms of Service contains accurate and updated information regarding HostGator's Network Guarantee in its entirety. This article only seeks to help explain the rules to which you agree.
The Network Guarantee is not related to our Uptime Guarantee.
VPS and Dedicated Servers are covered by a network guarantee in which the credit is prorated for the amount of time the server is down.
Routine server maintenance does not count as downtime.
Just because your website does not work, this does not mean our network has downtime. As long as the network is available, then the guarantee is met.
It is your responsibility to ensure that there is a valid email address and current root password on file for your dedicated server to prevent downtime from forced password resets.
HostGator reserves the right to audit servers as needed and to perform administrative actions at the request of our datacenter.
The actual pro-rated credit promised per that guarantee would be for $11.83, so in that regard the $355 credit we offered we feel is more then fair.  I’d also be happy to offer him an additional month or two, as we are taking responsibility for our outage and trying to right this all as we move forward, though given his interest in closing the account and pursuing damages through further action, which I assume means legal, there’s little more we can do, and we’ve been as fair as possible with him.
 
Please let me know if there’s any further information I can provide, but at the end of the day we failed to provide a service for less then a day and have since offered him 30 days worth of service he’s declined over damages he wishes to pursue.
 
Best Regards,
****** ******
Director of Customer Service
The Endurance International Group
************* * **************************** ****** ** ** ******* * ********** *** **********
 
****************************** 
 
 

Consumer Response: Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. First of all, when I joined Hostgator around 7 or 8 Years ago, the advertising of 99.9% uptime guaranteed was the thing that made me purchase hosting from Hostgator along with the top customer support. Having used the VPS and as my business grew, I switched to a dedicated server, which is still advertised as being in Texas, NOT, Provo. I was happy with the Texas data center but you migrated my entire business without my permission to Provo which caused a lot of downtime on the move and I had to pay to change licenses that are locked down to my server IP, Flashcoms being the main license cost at $150 each IP change. Shortly after the migration you had an outage of around 9 hours, another a couple of Months later and then the last one for 28 Hours downtime. I would have accepted the first and maybe the second downtime but not the last one, 28 Hours of my entire business being down is a disgrace for the price I was paying you for a dedicated server. During the last downtime, you decided to close your chat on error, which is a very large coincidence, I had 5 unanswered tickets for 3 days and your phone support left me on hold for over an hour before I gave up. When I first signed up to Hostgator, your support was fast, within an hour, now I am lucky to get a response within 48 Hours and when there is an outage, 4 to 5 days for a reply. The last outage was the final straw, 28 Hours is far too long, especially when you advertise a 99.9% uptime guarantee to your potential customers who would see this as a Hosting company that has a good uptime record, false advertising. You still advertise your dedicated pro server as being in Texas when in fact they are situated in Provo. You advertise your dedicated servers as "Fully Redundant Network with NO Single Point of Failure", if this was true, there certainly would not be 28 Hours of downtime! I have attached screenshots of your false advertising to this message which I screen printed today, you are still using this false advertising to sell your hosting to customers I can only feel sorry for. During this dispute, you write that I have been credited enough, beyond your uptime guarantee, I strongly disagree. Although your uptime guarantee may have you covered for outages and downtime, this is not to the benefit of your customers and certainly does not merit an A+ rating on BBB. Your uptime guarantee is there so that you can protect your own company from claims such as this one, saving you from paying out too much in claims when your data centers have outages that cause many problems for customers hosting their businesses on those data centers. The fact that your Texas data center had very little problems but as soon as EIG bought Hostgator, we were migrated to Provo and then all the problems started, this shows that you dropped quality but still happy to take the same amount of money each Month from your customers but giving them far lower quality hosting, not an A+ company. Since you migrated my server to Provo from Texas, I have not had the service I originally ordered, far below standard and far below the standard of any hosting company. Your last outage of 28 Hours has cost me far more than the $355 you refunded me for my last Month, I am still trying to recover, my rankings and traffic has been greatly affected. Traffic is what makes any online business work, without traffic there are no customers, no customers, no sales, no income. I have lost about one third of my traffic and earnings since your outage as a direct knock on effect. You can add this traffic decrease to the fact that I had to pay for a new license for Flashcoms and WHMCS, I had to migrate my entire business to a different hosting company that took around 6 days of hard work, I had to refund over €300 of payments to customers who paid but obviously couldnt access their service and the loss of potential customers and affiliates plus my business reputation is shot. I have a family to feed and my only income is my online business that I trusted Hostgator to host with 99.9% uptime, Texas data centers with no single point of failure and fast customer support, you were a very big let down and my business is suffering because of this. I also asked you to cancel my account, this took 5 days, well over the 72 hours maximum wait time you advertise. You refunded my last payment but then decided to bill me for May which was not normal, considering the invoice is not even due until May 1st! Thank you for the $355 payment but this is well short of the damages you have caused to my business and I will not be happy until I am properly compensated. Also, I would like to see your A+ rating on BBB lowered, a company that has an A+ rating should have no problems, but Hostgator has caused problems not only for myself but for hundreds of others. You only need to read the Hostgator Facebook page, forums, blogs and the Hostgator service page to see how problematic this so called A+ rated business is. As you have already paid $355, I am now seeking the rest of my compensation of $1645 which will help my business recover to where it was before your last outage and will also compensate me for the loss of sales and refunds I have had to give out. An A+ rated company should do whatever it can to make its customers happy, especially since this A+ company has caused so many problems for its customers. Regards, ***** ****

4/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a domain through Host Gator, and purchased the "privacy protection" to go with it. There was a problem on HostGators end during the registration of the domain. They were able to fix it and get my domain registered, but in the process, they registered it using my personal information instead of the privacy protection that I had already paid for.This resulted in my personal information (home address, phone number, etc) being attached to my registered domain...even though I paid them to ensure privacy.I have been working with Host Gator for quite some time now to fix this by simply giving me a new domain name, and I will do away w/ the old one because some of the WHOIS information is now archived on 3rd party sites that HostGator has no control over.Host Gator supervisors have told me that it's against their policy, that I agreed to this when I paid for my domain, and they are unable to do anything to help me, that if I want a new domain, I must pay for another one and "trust them" that it won't happen again.I've spent too many hours fighting them over such a small thing. They will not get another penny of my money, but I will not stop fighting them to get my very simple request fulfilled. All I have asked for from the very beginning was a very easy, and very cheap, fix. Give me a new domain, free of charge, and remove the one that Host Gator ruined (at their own admission)

Desired Settlement: Give me a new domain name of my choosing (provided it's available) and pay for the privacy protection. This is what I paid you for in the beginning, and you failed to protect my privacy via your own contract.

Business Response: Good Afternoon,

 
Thank you for bringing this situation to our attention.  I'm sorry for the general plight this creates for you, though I'm happy we were able to resolve this with you via your open ticket ************ once my customer service manager ****** was in touch with you.  He did relay that positive news along to me, however I'll also be reviewing the ticket later this afternoon in an effort to make improvements where we're able with our staff.  It's unfortunate to see such an easily resolved situation passed along to the BBB, though we'll definitely use the opportunity to better prepare our staff and the support team in general.  If you have any questions or concerns please feel free to reach out to ****** of myself directly through that ticket which we've kept assigned for contact purposes.  Sorry again for the trouble and thank you for your understanding as we worked through the matter!
 
Best Regards, 
****** ******
Director of Customer Service
Hostgator.com
 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have been in contact with a person higher up the ranks at HostGator, ****** ** and he has graciously resolved this issue for me.  Thank you for what you do, BBB, and please close this complaint.

Regards,

******* ******


 

 

4/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Once again Hostgator services have gone down with no explanation, support or response from the company. The company hosts our website and sites for clients. The service has now gone down for hours on end for the third time in the past few months all from the Provo Utah datacenter, affecting our company and clients. Hostgator refuses to provide helpful information, is not available for customer support by phone or chat. Our site has been off line for hours today and at the time of posting this complaint is still off line. We have not been able to reach anyone and when support is offered it is mediocre at best. We have lost thousands and are dismayed by the lack of support by the company.

Desired Settlement: We pay for a service that promises 99.99% up time. The downtime of hours on end over at least three instaces in the last few months have cost us thousands with clients. It has hurt our reputation and loss of revenue.

Business Response: Good Morning,

 
Thank you for reaching out to us regarding last week's datacenter outage.  Hopefully you've received the email from our CEO that was sent after the event, but we do apologize for the unavailability of our support LiveChat system during the event.  As you're likely aware, the outage affected thousands of users and servers for that matter.  This caused a huge increase in support volumes which our systems and backups systems unfortunately could not keep up with.  After a few initial crashes of these systems, the decision was made to just pull chat/phone support to ensure customers didn't reach us, then get dropped as a result.  Though we realize the maintenance message on the system doesn't put you in contact with a human, at the same point our frontline staff isn't directly involved with the tech ops team as issues like this are resolved.  Regardless, this wasn't handled appropriately given the impact and while I don't intend to make excuses we do want to move the situation forward and try and make right on it if we can.
 
Regrettably I was unable to find a billing account associated to your contact information with the complaint.  So that we can follow up on this and make sure you get credited properly, would you please provide me your billing email address via ********************** Once I have that we can continue the discussion, apply credit as appropriate and hopefully move everything forward as we work to prevent future service disruptions.  Sorry again for all the trouble, though I'll look forward to addressing your concerns.
 
Best Regards, 
****** ******
Director of Customer Service
**************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

We have communicated with the business in reference to complaint ID ********, and a resolution has been provided.  As far as I understand a credit has been applied to our account and an offer to migrate our serves to a different datacenter has been made. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

** ******


 

 

4/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hostgator guarantees a 99.9% uptime on all their servers. My server has been down due to their network issues 3 times within the past 6 months for over an hour. Their customer service is unreachable and their live chat has gone down. If you look at their facebook page, a lot of other customers are experiencing the same thing.**********************************

Desired Settlement: Either compensate me for my losses OR pay the fees associated with migrating my site to another server with a hosting company of my choosing.

Business Response: Good Afternoon,

 
I'm sorry to see the trouble this out yesterday has caused you.  We also apologize for the lack of connectivity to our live support too.  That ended up being taken down once it was clear our system and backup systems were not going to keep up with the thousands of customers all reaching out to us.  Instead of having live calls/chats drop when the system crashed finally, we decided it was best just to post a maintenance message and refer clients to our forums for updates.  We realize this is frustrating, but we honestly had few options given the reach of the outage.
 
As for the even itself, this occurred after an undocumented bug caused problem in the firmware of our network hardware.  We immediately engaged the vendor in an effort to debug the firmware and get a patch in place though it did take a number of hours.  Now that we do have it patched, we don't expect this issue to continue, though we'll be providing further updates as we have them here:  *********************************************************************************
 
As for the requested credit, I did go ahead and apply that.  It's unfortunate to be faced with such a situation, though we realize you expect more from the service and want to do what we can to make things right again.  If you have any further questions, or concerns please feel free to follow up with me directly. *********************
 
Best Regards,
****** ******
Director of Customer Service
*************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ******


 

 

4/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I quit Host Gator in January due to all the problems they caused me. They took my site down and blamed on us when it was the fact that they could not deal with the program. Due to their negligence my site was taken down for 6 hours on our busiest day of the year New Years Eve. Then again on January 2,3,4 which is when I moved to another server. They destroyed my website when they took it down which cost me over $500.00 to repair. Host Gator then took out a payment in February after not taking one out in January because I left and I had to close my account due to fraud.I also had to change my bank card, which again caused problems.I have called, written and they insist I am still a customer, which I am not. I need help.

Desired Settlement: I would love the money that I had to pay to repair my website restored but I can't see Host Gator doing that. I do have the receipts as we are a community newspaper in NYC. I would like them to quit harassing me and realize I am no longer their because of their negligence. I would like this to go on record so others do not go through what I am going through.

Business Response:

Good Afternoon,
 
Thank you for reaching out to us regarding this situation, and while we do ask that you first contact management via feedback@hostgator.com so we can try and correct possible issues prior to submitting a BBB complaint, I’ll be happy to assist you now that I’m aware of the concerns.  If it’s alright, I’ll simply proceed through the noted issues and we can address those one by one.
 
I see that you experienced a number(7) of problems with Terms of Service violations as a result of over using system resources on our shared server environment this past year, which though you claim is our fault, is actually the result of your own negligence in managing your sites.  Our TOS agreement outlines resource thresholds and then each of the violation tickets contains details outlining why the suspensions occurred. If anything is unclear in those tickets we’re happy to explain it, though given the repeated violations it seems that was likely the case. 
 
I’m sorry to see that conversation never occurred and the overall affect these suspensions may have had over the New Years holiday, however you do certainly have a responsibility to keep your sites running smoothly on the server, otherwise you disrupt server for our other shared server customers.  Likewise if one of their sites was causing problems and slowing or stopping your NYE traffic to your own site, you’d expect action be taken as was the case here.  Please realize this action is in no way intended to be malicious towards your site or business, but we do need to keep the server online and functioning.
 
Moving to your concern with canceling the account, while I sympathize with the frustration you’ve experienced, I’m actually not seeing a cancellation request was ever submitted.  That too was outlined in our TOS agreement which you accepted during signup, though I apologize if it was overlooked. That said, while it doesn’t seem the account was cancelled properly and you just assumed it would be, if you’re able to provide a ticket # relating your cancellation I’d be happy to look into this and ensure any errors on our part are corrected.  Otherwise if the cancellation form was simply not submitted, please be aware that by simply transferring your sites to another host, this does not mean the account is cancelled, as was the assumption.  Our billing system would unfortunately continue to bill you for the hosting which was active until you brought it to our attention yesterday as you were invoiced again.
 
Given the situation, though I see we did cancel the account yesterday after you replied confirming the request, I’m going to have the past three months of service refunded for you.  While we cannot assume responsibility for the $500 you mention transferring your website cost you given the TOS violations, we do want to make right on the situation, so the refund of your payments through the start of the years seems appropriate given you intended to discontinue service after you migrated the site elsewhere.  I’m going to have your 12/26, 1/26, and 2/26 payments refunded back to you, though in closing once more I do highly encourage you review the Terms when joining a new service in the future.  I realize there can be a lot of content in those, but it does certainly protect you as a consumer and would have likely prevented the numerous concerns you’ve mentioned in this situation.  Please let me know if you have any further questions, or concerns, otherwise you should receive your refund back to your paypal account promptly.
 
Best Regards, 
****** ******
Director of Customer Service
Hostgator.com - An Endurance Company

4/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We joined Hostgator to post a website using their services. We have been unable to make this happen because Hostgator keeps requesting a response from an email address that does not belong to us ******************* I have sent numerous emails explaining that I cannot respond from ************* because it does not belong to me. Requests to make this happen using additional information or another email account have been completely ignored. It is quite obvious they don't even read the emails I send them explaining the situation. They simply send another email requesting information from *****************Working with them seems impossible and yet I still am being charged fees for no service and my website sits dormant.

Desired Settlement: I would like my money back that I have paid then over the past 4 months. This is a classic example of a company that does not care enough to do something very simple outside of their standard procedure.

Business Response: Good Morning,

We're always sorry to hear about frustrating experiences from our customers but unfortunately there seem to be some a few details not acknowledged in this complaint. To discuss this more directly, I've attempted to reach Mr. ******* twice via phone and twice via e-mail but regrettably have not received any response back.

After review of the claim, I've found that this issue is in reference to a domain name transfer. First and foremost it is necessary to state that although we do offer domain transfers, we do not require a customer to transfer their domain to us in order to host their website with us. A customer must simply point their domain to us using the DNS information we provide. In this case, Mr. ******* has stated that he cannot access "*****************" which is currently the registrant contact set for the domain "*************** which can be confirmed at the following link : **********************************

The required procedure for domain transfers is that the registrant contact for a domain name must respond back to an e-mail confirming that they have requested a domain name transfer. Mr. ******* has unfortunately never replied back to that e-mail, as he states he does not have access to the address. While that is unfortunate, Mr. ******* is the only one who has the ability to change the registrant contact, which must be done through his current domain registrar, Network Solutions, not HostGator. Had we received word that the e-mail address was not accessible we would have advised that this detail needed to be updated at Network Solutions, but I have thus far found no e-mails where this was mentioned to our staff.

We would be glad to work to re-initiate the domain transfer or provide a refund of the amount paid for the domain transfer ($7.95), however we will not be providing a refund of payments made over the last 4 months of service due to the use of a registrant e-mail address that is set at, and needs to be updated through, a company not associated with HostGator. Additionally, the service continued to be usable since as I initially mentioned, we do not require the domain name to be transferred to us in order to use the products Mr. ******* has purchased.

We appreciate the chance to address this complaint and will be watching for any update.

3/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/**/2014 I ordered and payed for a website through Hostgator. A few days later I found out I had made the wrong order. On 3/**/2014 I ordered and payed for the correct website. Not needing the previous website, I tried to cancel it and get a refund since I will no longer be using it whatsoever. Having failed to find sufficient information on the Hostgator's website to cancel and obtain a refund, I called customer service. I was informed that cancellation and refund request could only proceed through a company web page called the Hostgator cancel-your-account web page. I went to the aforementioned web page only to find that it will not accept my UserName and PassWord, a UserName and PassWord that I use to access Hostgator's Online Billing/Support web page and that I was instructed to use. I called technical support on 3/**/2014 and they refused to help me; giving me directions to change my password for the Billing/Support web page, which they told me would then enable me to access the cancel-your-account web page. I did this with the technical support person on the phone line, (***** **), and it still did not let me access the cancel-your-account web page to cancel my account, thus letting them keep my money without me having any useable product or services for it.

Desired Settlement: I need the website I payed for with my credit card, payed for on 3/**/2014, ********** *************, closed and the amount I payed for it, ($119.40), refunded to my credit card; because I cannot access the cancel-your-account web page to request it.

Consumer Response:

Better Business Bureau:

This letter is to inform you that HostGator.com, L.L.C. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/**/2014 3:37:34 PM and assigned ID ********

Regards,

******* *******

3/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called hostgator several times before my money back guarantee vut off time. I even sent them an email stating that I wished to cancel the services and want my refund. After receiving no response, I am still being invoiced. My ticket number from the email I sent saying I wanted to cancel is: *********

Desired Settlement: I wish to have my money back, and the billing issue of them billing me everyday resolved.

Business Response: Good Afternoon,

Thanks for the opportunity to investigate this situation.

Although we've since attempted to contact *** ******* via phone and e-mail, as we have not received any word back, we wanted to take a moment to update this complaint. After our investigation we found that a cancellation request had indeed been submitted within 45 days of opening the account, meaning she qualified for our 45 day money back guarantee.

As part of our cancellation process, after the cancellation request has been submitted, we reply back to the ticket requesting confirmation of the desire to cancel. While this extra step might seem excessive, this is a security precaution to make absolutely sure we do not terminate and delete a customer's data without 100% assurance that data is no longer needed. At that point we had replied back to the cancellation request twice asking for confirmation, but unfortunately confirmation was never provided.

Since *** ******* did make an attempt to cancel, it is no problem to honor the 45 day money back guarantee and provide a refund in full. The only issue here is that since the payment was made over a year ago, we cannot reverse the payment back to the credit/debit card used. To provide a refund we would either need the details of a PayPal account, or confirmation that the address we have on file would be a valid address and person to mail a check to. The details we have are as follows :

****** *******
**** *** **** **
************** ** *****

Thank you for your attention and we'll be watching for any update.

Business Response: Good Morning,

Thanks to *** ******* for taking my call last week.

As we discussed, although we had not received confirmation on our multiple attempts to confirm the cancellation request over one year, we have decided it is no problem to go ahead and provide a full refund for your purchase as you had shown to have made a good faith effort to cancel. We have since received confirmation of the address to be used, so we have forwarded along this request earlier in the week to our accounting department to have a refund provided in full. Our accounting department typically mails out checks by Thursday morning and please provide 5-10 business days for the check to arrive. Should the check not be received within this time frame, please contact us directly at feedback************** or through this complaint and we'll be more than happy to check the status with you.

Thanks once again for your time and attention and please do let us know if we can be of any further assistance.

3/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hi,The Company hostgator emailed me on **** Jan 2014 to say that a domain name i hold with them is expiring on ** Feb 2014 (i only hold one domain with them, they also attached a .txt file explaining what needs renewing). I replied back to them right away stating to cancel the domain as i no longer need of use it. They replied back saying they will have it cancelled for me. Now on ** Feb 2014 i realised that on **** February they took a payment from me for the amount of $15.00 (Hostgator **********). When i raised a ticket for the issue to resolved, they denied anybody (*****), sending me an email to cancel the domain name and also in my billing panel of hostgator there is no sign of the domain name or even in subscriptions there is no sign of my domain name. I have also asked for a refund of the hosting package which they have taken payment without authorization of $100.00. Please help. Thank you.

Desired Settlement: I would like a refund for the domain name of $15.00 and a refund of $100.00 for the hosting package.

Business Response:

Hello,
 
My name is **** and I am in the Customer Service department here at HostGator.com.  Your situation has been brought to my attention due to your complaint filed with the BBB.  
 
After reviewing the situation, I do see that you emailed us on January *** 2014 stating that you did not wish to renew the domain ************************  Due to the nature of our business and the number of fraudulent cancellation request that we receive on a daily basis, management does require our agents to fully verify the request.  This is done by simply replying back to the request with a request to confirm the cancellation.  Since we did not receive the requested confirmation, the cancellation request was considered fraudulent and placed on hold.  This caused your domain to automatically renew.  As stated in our Terms of Service (****************************), domain renewals are not refundable.  
 
However, given that you did attempt to cancel this domain in time, I am willing to make an exception in this case.  Your domain and hosting have been cancelled.  A full refund for the following transactions have been processed back to the method that was used for payment.  Please be aware that this can take 5-10 business days to reflect on your statement. 
 
Invoice ******** in the amount of $100.08 USD
Invoice ******** in the amount of $15.00 USD
 
If you have any more questions, please do not hesitate to ask by replying to the confirmation email that I send directly to your email address on file with us.  I will be happy to assist you in any way that I can.  

2/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In mid August 2013, we decided to no longer maintain our website at its current level and decided to downgrade our VPS level from 8 to the minimum allowed (which looks like it would have been Level 3). I just noticed on my online banking that I had been getting charged every month for Level 8, immediately contacted HostGator, and after a few days of discussion, it was determined that they wouldn't be able to do anything.During this time, it was obvious that Level 8 was completely over the top for the amount of traffic for our site. On top of that, the server hasn't been working since late November and had been frequently experiencing errors since August. Even if we had wanted this service during this time, it failed to live up to its expectations due to errors and downtime.Neither HostGator nor myself have a record of my downgrade request.

Desired Settlement: I would like a refund for the difference between the level I have been charged for and the level I downgraded between August 2013 and now.

Business Response: Good Afternoon,

Thank you for bringing this situation to our attention for review.  While I can understand the frustration you’re experiencing and do sympathize with the plight this matter creates, reviewing your billing and ticket accounts I’m not seeing any evidence at all to suggest that you did downgrade the account, nor that we’ve “over billed” you since as a result, given we’ve been providing you the level 8 VPS service the past several months.

You also mention the service not working this past fall and winter.  There are however no tickets or communications for that matter reporting the issues, or even expressing you had concerns with the service.  While I apologize if it wasn’t working as expected, with zero communication from your end regarding issues it’s difficult to assist you regrettably.

I also audited LiveChat transcripts, where I see that you mentioned to our support staff that the account was downgraded from Level 8 to 1. That’s not technically possible on a single VPS container, given downgrading from l8 to l1 requires the removal of cPanel which isn’t feasible without creating a new container and then allowing you to migrate your data to the newer l1 container, prior to us canceling the l8.

With my own findings presented at this time if you believe we’ve overlooked a ticket or communication which would shed further light on this please let me know.  Lamentably otherwise we’d really be unable to provide the requested refund given there’s been zero contact from you regarding the downgrade or service issues you’ve made issue of.  I’ll look forward to any further details you can provide and hopefully working towards an amicable resolution as we try and resolve this billing concern.  Please feel free to email me back directly at ********************* as so we can expedite the resolution.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

2/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a domain from hostgator about 2 years ago. According to their terms of service (even though I bought the domains over the phone) you HAVE to buy their hosting service, which at the time I did not want, nor was I aware that I was purchasing. On top of that I was charged the following year for the same service as a renewal. When I attempted in October of 2013 to remove my domain from HostGator and transfer it to *******, I requested information on completing the transfer, which I never received. Despite several phone calls and emails and visits to the website later the domain was never released and expired. I was NEVER notified of this fact either. In another attempt to finish this process, I called HostGator to attempt to resolve the issue again, and was refused allowance to speak to a supervisor, but also was repeatedly blamed for their mistake in not transferring my domain.

Desired Settlement: I want my domain transferred at no charge.

Business Response: Hello,

Thank you for contacting Hostgator.com. My name is **** and I am in the Customer Service department here at HostGator. 

I am writing you in response to your complaint regarding your domain registration, as there are several points in your complaint that are not correct, I would like to take some time to clarify.  If you feel I have missed some information, or that you would like to provide any new information that you would like for me to consider, please feel free to reply to your support ticket and I will be happy to help. 

First, our Terms of Service ****************************** do not require you to host your domain with us in order for it to be registered under your account (or vise versa).  We will certainly allow you to only have one or the other, whichever way best fits your needs.  Also our phone representitives are not allowed to add billing packages over the phone.  They can however, assist you with either a new ticket for your request (which I was unable to locate) where your request would have been manually verified, or they can guide you through the ordering process online.  Since your account was initially payed with a credit card, and there was no request in a ticket for this account, I left to conclude that the order was placed online, which would have required the credit card information to be entered manually through the browser. 

Next, you stated that you have previously attempted on several occations to request information regarding how to move your domain to *******.  Unfortunately, after searching our records based on the information you provided here and the information that we have on file for your account, I was unable to locate any support tickets or phone calls where this information was requested.  Since I was unable to locate any record of the previous request, I would like to ask if you may have called in from another telephone number, or emailed in from another address.  If that is the case I would like the opertunity to locate those conversations with our staff.  This would allow me to reconsider my position with the new evidence in hand.  

With that being said, I was able to find a support ticket (************ - cancellation request) and corrisponding recorded phone call from December *, 2013, more than two weeks prior to the experation of the domain cat5videoz.com which occurred on December **, 2013.  Where our agent provided information on how to transfer your domain to *******.  Your domain was unlocked and made ready for the transfer to the new registrar.  However, this transfer would have to be initiated by contacting ******* with the *** (authorization) key.  The agent mentioned several times in the course of this phone call that additional steps on *******'s side would be needed in order to initiate the process and transfer the domain registration. 

Our agent also provided a walkthrough on how to fill out the cancellation request mentioned above.  When we received your request to cancel your hosting account ********** : *************, the option to cancel the automatic renewal of the domain ************** was also selected. When our agents processed your request, both were cancelled as you had indicated on the form at **************************** 

Since ************** had not been transferred or renewed by the end of the registration cycle on December **, 2013, the domain did expire.  After experation, a domain is held for 30 days where the registrant can reclaim the domain by simply paying the renewal fee (in this case $15.00 for **************).  After this 30 day window expires, the domain enters a phase called "redemption" were the registrant can pay to retreive the domain before it is released for sale to the public or sold at auction, and is an industry standard process following the exiration of a domain. 

Currently, your domain is in the redemption phase, and there are 20 days left to renew prior to the domain being released to be sold.  If this is allowed to happen, the domain can be registered at any registrar, and HostGator has no way of ensuring that another buyer would not purchase the domain before you are able to. 

Unfortunatly, given the facts I have been able to verify in this case, I see no fault on how our agents have represented HostGator in this situation. I do appologize as I recognise this is not the update that you would like to recieve.  However, with the information that I have available to me after my investigation of your complaint, I am unable to justify waiving the fees that have been assessed in this case. HostGator will not be granting your request to cover the cost of your transfer to another provider.

Given that the domain is unlocked and we were able to get the *** key prior to the redemption period. You can attempt to transfer the domain to ******* as you wanted, however with the domain being in a redemption status, I can not guarantee the success of the transfer.

Should you have any questions, or would like me to look into any other tickets or calls, please feel free to reply back to this email and I will be happy to assist you further.

2/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I noted an unexplained charge on my credit card on 12/**/13 for $42.10 with the notation "HOSTGATOR.COM - ************** ***. A subsequent charge was posted at the end of the same credit card statement on 1/**/2014 for $8.95 with the same notation. I have never heard of hostgator.com and am unaware of anything I would have charged that would be attributable to this company. Upon reviewing my credit card statement I contacted hostgator.com on 2/*/2014 and explained the situation. I provided them with all of the information they requested and they indicated that "It appears I will need to create a ticket so our administrators can investigate this for you." On 2/*/2014 after giving them a week to resolve this issue I contacted them again to learn that the issue is still under investigation and no further information is available. It is completely unacceptable to take more than a week to investigate fraud. There have been no other unusual charges to my credit card, so I do not believe the card number has been compromised. I have, however, now reported these two unexplained hostgator.com charges to my credit card company as fraud. Had they just responded in a timely manner none of this would be necessary. I would appreciate the BBB's assistance to make this company resolve this issue. Thank you.

Desired Settlement: I would like these charges refunded absent an explanation as to why I am somehow paying for services from a company that I have never heard of before.

Business Response: Good Morning,

Thank you for bringing this situation to our attention and I apologize for the delay with the investigation.  These fraudulent signups while a major inconvenience for the victim which we're sympathetic towards also unfortunately takes a little bit of time to track down and reverse which we apologize for.  That's not intentional, though we have a fairly limited staff for these investigations and the queue does just get backed up occasionally.  Anyway, not to make excuses, but I did pull the ticket ************ and am having this refunded for you immediately.  The refund will typically take a few days between the payment processor and your card, though I can assure you a refund will be sent out promptly at this point.  We definitely don't intend to hinder you any longer then necessary.  If I can answer any other questions or concerns about the refund in the meantime please let me know at jmartin@hostgator.com.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com


Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** *******


 

 

2/8/2014 Billing/Collection Issues | Complaint Details Unavailable
2/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have parked two domain addresses with Hostgator in December. I paid for one month of hosting that month to host one of the domains. I paid the additional $9.99 for the domain to be private, but I found out it was never private listed at all. I contacted them, they switched it. I bought the second domain, also to be private. Now both are not private at all. I paid by paypal and they claim their site doesn't recognize paypal payments (yet they accept them as a form of payment), so it took 5 days before it showed I had paid them. Then the next month when it came time for the paypal agreement to pay the hosting for the 2nd month (January 2014) it worked but then they took my credit card on file on their site and two days later charged a month of hosting off that too. I contacted their customer support and waited four days with no response. I went through my bank and paypal for disputes which lasted another 4 days and paypal refunded my money, as well as my bank. My password was changed on my domain parking and also the hosting I paid for. I have had no contact and lost all site files to be transferred to a new host because of in access in a timely manner. I want to switch my domains to a different company, icann locks the names for 60 days, meanwhile the company won't answer me any which way I contact them. I went to facebook and they are deleting everyone's complaint comments for simliar issues all these last two weeks.

Desired Settlement: I want both $9.99 payments for private domain listing to be refunded since they were never created private in the first place. I also want a working password to access my domains so when I am allowed to unlock them and transfer to my new host and register the domains there instead. I want control of my domain names.

Business Response: Good Afternoon,

Thank you for bringing this situation to our attention.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you.  Looking over the domain privacy it seems as though while privacy was set initially, through toggling that to assist you with the transfers it was inadvertently disable and not restored once it was clear the domain registrations were too new.  Either way, that’s our mistake and I apologize for the trouble it’s caused. 

Reviewing your ticket history I see that you've also since migrated your sites to another host(ticket #*************, so in that regard I'll simply offer you a full refund as we complete the cancellation as opposed to just the domain privacy fees.  Not including the February payment that the Paypal subscription looks to have made towards the account and you reversed, it appears we'll be refunding you for two months of hosting, two domain registrations and the privacy charges for each.  I’m going to have a senior member of our cancellations team issue the refund, then provide you a confirmation via the prior ticket ************ which you can also use to contact me directly as it will remain assigned to myself directly.

Best Regards,
****** ******
Director of Customer Service
*************

1/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been the owner of a website for 14 years. I transferred it to hostgator.com for hosting and automatic domain renewal services. I paid for the domain through 10/2014 and continuously paid for monthly web hosting without fail. In October 2013, hostgator.com released my domain to a third party to be sold at auction without my consent and without notifying me.

Desired Settlement: I would like hostgator.com to obtain my website back and return it to me. I put 14 years of work into it and it had excellent Google placement, naturally, without having to pay for ad words, etc. I have lost revenue and time and effort, not to mention my domain name that has been associated with my business for 14 years.

Business Response: Good Afternoon,

My apologies for the delay in response as I reached out to Enom to see what happened and more importantly what can be done to hopefully resolve this.  Having received a response from them last evening finally, I wanted to reach out today to explain the situation.  While you note we released the domain to a third party for sale, that’s actually not the case which I’ll clarify.

The major issue which prevented renewal in this instance for your domain was due to the whois information not being kept up to date with accurate and reliable contact data, or more specifically in this case with your email address.  Due to the lack of email being provided which is a violation of ICANN policy, Enom the registrar was unable to send you the appropriate renewal notices which you’d normally have received.  Though I understand this is extremely frustrating, had the email been provided this entire situation wouldn’t have occurred.  The specific portion of those above noted ICANN policies pertaining to this is included below as reference:

That’s in violation of ICANN policy, the body that governs these registrations and is ultimately not something we can do to prevent if you choose not to supply the information.  The part of ICANN’s policy which is applicable to this is shown below as reference:

“The Registered Name Holder must provide "accurate and reliable contact details" and must "promptly correct and update them" during the registration term. The details required are stated in Section 3.7.7.1.: "the full name, postal address, e-mail address, voice telephone number, and fax number if available of the Registered Name Holder; name of authorized person for contact purposes in the case of an Registered Name Holder that is an organization, association, or corporation; and the data elements listed in Subsections 3.3.1.2, 3.3.1.7 and 3.3.1.8."

“If a Registered Name Holder intentionally provides inaccurate or unreliable information, intentionally fails to promptly update the information, or fails to respond over fifteen (15) days to Registrar inquiries about the accuracy of the contact details, the Registered Name Holder will be in material breach of the agreement and the registration may be cancelled.”

I’d like to also point out that per our Terms of Service agreement, as the domain owner you neglected your responsibility to alert us to the renewal failure which would have allowed us to provide you a more suitable resolution on the matter.  The agreement pertaining to this is included below as reference:

“It is the customer's responsibility to notify our Billing department via a support ticket created from **************************** after paying for a domain. Domain renewal notices and invoices are provided as a courtesy reminder and HostGator cannot be held responsible for failure to renew a domain or failure to notify a customer about a domain's renewal.”

As I mentioned prior, had we been updated of this trouble when the domain initially expired we very likely could have assisted you with it.  Even though the domain technically would have moved into the “redemption” period after not being renewed, we do allow a 35 day grace period to renew at normal cost and bring the domain active, as opposed to charging a "redemption" fee as most registry services would.  Beyond the initial 35 days of redemption when you can recover the domain without penalty, on the 36-41st days the domain would go to an auction where it's listed for sale.  After 42 days should the domain still not be purchased it would then be released and is available again for purchase by whomever.  While I wish there was more we could do at this point to reverse what's taken place and correct this, given the negligence on your end we’re unable to compensate you towards the cost of the domain “squatters” sale price of $1000 USD.

While I realize our account of the situation is likely not going to help get your domain back, and that we may not ultimately agree on where the blame falls, I’d be happy to offer you a domain registration free of charge as a replacement as well as credit towards the hosting as you get things back in order.  I realize too that may not be desirable given the time you had the domain and work put in towards it, however we're not able to compensate towards your time you state has now been lost.  I apologize that we’re unable to take on that burden, however again had this been brought to our attention in a timely fashion once the domain was expired, it would still be under your ownership.  Please let me know if you’d like for us to register a new domain name.  I’ll be following up with you directly through your ticket # ************ as well after my response here to ensure you can reach me going forward if you'd like a new domain registered.

Best Regards,
****** ******
Director of Customer Service
Hostgator.com

Business Response: Hello Again,

While I understand you wish to dispute the facts and place blame on us entirely for this situation, I'm happy to supply support evidence from the email that I was sent from **** directly which outlines in fact that no registrant email was configured when notices would have been sent.  While you are correct that ********************* is configured as the "technical" contact and through our billing system, these notices were sent directly from the reigstrar(Enom), not through our systems.  The problem and reason you didn't get their renewal notices however is there's simply no "registrant" email address present which is to where the renewal emails would go.  Below is the content of Enom's whois data for your lost domain showing what I've noted above:

ContactType: Technical
OrganizationName: na
JobTitle: na
Name: *********
Address: **** **** ***** *** ******* ** *****
Phone: ***********
Fax: na
EmailAddress: *********************

ContactType: Registrant
OrganizationName: ********* ******
JobTitle: na
Name: na
Address: **** **** ***** *** ******* ** *****
Phone: na
Fax: na
EmailAddress: na       <<<<<<<<<<<<<< The required email which is missing.
 
ContactType: Billing
OrganizationName: HostGator
JobTitle: Owner
Name: **** ******
Address: **** ************ ***** *****  ******* *** *****
Phone: ************
Fax: ************
EmailAddress: *********************

ContactType: Administrative
OrganizationName: na
JobTitle: na
Name: ********* ******
Address: **** **** ***** *** ******* ** *****
Phone: ***********
Fax: na
EmailAddress: l********************

Again, we do apologize as we realize the situation is not ideal for either us nor yourself, however had the registrant email address been kept up to date you certainly would have received their renewal notices and this likely would have never occurred.  Furthermore, while the notices may have gone missing as a result of negligence in compliance with ICANN policy, had the expiration been brought it to our attention back when it occurred and not 4 months after the fact we could have corrected this with you with minimal trouble.  As was offered previously, while we cannot assume responsibility for the cost to purchase the domain back nor compensate for time you feel you lost in the process, the offer still stands to provide you a free domain registration as well as 3 months credit towards the hosting if it would help get you back on your feet.  If that's agreeable please let me know via the ticket I noted in my last response and I'll personally ensure this is taken care of for you.

Best Regards,
****** ******
Director of Customer Service
*************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** *****


 

 While I appreciate that you are taking this matter seriously and responding timely, I still disagree that either your company or Enon had insufficient contact information for me. I have had the same email address and other contact information on file for years. This contact information was sufficient for contacting me in the past and per your email is listed in every other field which indicates an address. My email address is not the issue. The issue is that your company proclaims to handle domain renewal for its customers and in my case it did not. 

I feel  that there is something more under-handed going on, or perhaps a mistake was made,  which is why I have contacted the BBB. The person I corresponded with who is now listed as the contact for the site was ***** ***** I contacted him via the email *************** which is listed on the Who.is raw registrar data.  He stated that he purchased *********************** after being the highest of four bidders. This suggests that HostGator sold my site to Enon via auction. I can forward this correspondence to the BBB if needed. 

To answer the other issue that you brought up, the nature of my business only requires me to check my website periodically as I only have intermittent orders that require a hands-on approach. This is why I appreciated that your site offered to handle domain renewal. The website was designed to handle all other orders without my intervention, as they are purchases of books, which can be downloaded directly via a link upon successful payment. Incidentally, almost all of my orders for those books come during the months of November and December, prior to the holiday, the same period for during which my site was non-existent for 2013 due to it being released for auction. 

 

 

 

Business Response: Good Morning,

 
Thank you for bringing this matter to our attention.  While this sadly isn't our first interaction as a result of negligence on your part to properly review our Terms of Service prior to accepting it during signup, I see once again you're facing troubles as a result of not understanding the agreement fully.  Contrary to your belief that you closed the account which you've disputed here against us through the BBB, no cancellation request was ever actually submitted reviewing your account, which the TOS outlines is necessary and your responsibility to avoid recurring billing and future invoices.  It's unfortunate to again see you running into this type of frustration, and more so that you didn't just reach out to me prior to rejecting resolution on the complaint which would have saved us both time, but I've gone ahead and ensured the account is cancelled fully for you.  I've also removed the past due invoices which have been sitting in the system continuing to draft since the account wasn't cancelled.
 
If you have any further questions or concerns please let me know via email directly at *********************.  Sorry to again see the trouble this has created for you, though it should be the last interaction that's necessary unless you choose to do business with us again in the future at some point.
 
Best Regards, 
****** ******
Director of Customer Service
Hostgator.com LLC
 
 

1/17/2014 Billing/Collection Issues
1/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hostgator fraudulent continues to charge our credit card when we have no service with them. We tried to use their services a year ago but they could not deliver the service. We cancelled with them on several occasions but they continue to fraudulently charge our credit card. I have spent several hours on the phone with them trying to get them to remove us from their list and stop charging our credit card for services we do not have or want.

Desired Settlement: I demand that Hostgator refund our money and stop harassing us for business we do not want or use. We have no service with them, we have no business with them, we do not wish to have any business with them. We want them to cease and desist from charging our credit card and to stop acting as if we are a customer of theirs. They are a fraudulent company that once they get any kind of information on a customer they use it to squeeze money out even if there are no services delivered.

Business Response: Good Afternoon,

Thank you for reaching out to us regarding the trouble you experienced with your cancellation.  Reviewing the situation though it looks as though this wasn’t processed due to the lack of confirmation on your end, which is understandable in some fashion given we don’t want to terminate your data or account till we have consent.  I’m sorry for any confusion that occurred through the incorrect assumptions that were made that the account would just be cancelled, however I do encourage all customers to make sure they’re familiar with Terms of Service agreements when they signup as server as this was outlined previously and presented to you.

At any rate, all the same we do want to get you the refund and your account cancelled if that’s your wish, so I’m sorry for the inconvenience, but we’ll certainly correct the situation.  I’ve spoken with ******** who’s been in contact with you over the weekend and understand the situation has been explained and a refund offered in the amount of $887.11 as was your expectation.  If I can assist you any further with the situation, whether in regards to the refund or simply to answer questions please don’t hesitate to reach out to me directly at *********************

Best Regards,
****** ******
******** ** ******** ********
Hostgator.com
Endurance International Group

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** *****


 

 

1/13/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My firm ******* ***** ***. is an internet student travel provider. Our host company Hostgator provides unreliable and unsecure web hosting.For the past 2.5 weeks, our server continues to be attacked with malware. Our firm has suffered grave financial losses. when I call, I speak to a service Rep. In this case, I spoke to a ******. He verified (for the 4th time in 2.5 weeks0 that our site has been infected with malicious malware. He said he would refer to a security specialist. I asked what I feel is a perfectly legitimate request. I wanted to speak to someone at hostgator about why this is happening, and how we can prevent it to the very best of our ability to ever happen again. You see, in my 13 years in business, I have never had my site attacked by malware when it has been hosted by eapps and by godaddy. Now, it goes down every 3 to 4 days. Currently, my team has spent over 30 hours cleaning malware of the site. Luckily, my team is only $15/hour. I am owed a reimbursement of $450 for their time on top of a refund. No where in my agreement do I see it is my responsibility to clear off malware off of THEIR server issue off my website. I'm frankly fed up. If that doesn't seem fair, I'm suing them and I do have the means. This is not a threat. I'm in Texas. I have lost tens of thousands of dollars in PROVABLE damages on top with my site being down. From lost customers to SERP being lost!I cannot even send an email nor receive them as hostgator continues to not be able to resolve this issue. I find their service to clearly be unsecure.Security is paramount. They have no business telling a paying customer they cannot get help on this issue besides every time the website goes down to call back in, get it looked at, and fixed. It's absurd. I want a full refund for December and January for my hosting service. I want a phone call.I find this level of service and their business a total joke. I have the 11th most active google+ account in world. I will tell others if this isn't fixed.

Desired Settlement: $450. Refund of December and January HostingCall of apology from Senior Management with explanation to situation. Fix your service to a loyal customer. Give me solution to this problem. You CANNOT offer hosting to established businesses and this poor of support. **** ******************** ***** ******* *** **** *********************PS don't use this email. Oops. It's hosted by hostgator and currently DOWN. The malware attacked my mail servers too. *********************

Business Response: Good Afternoon,

As an international company we are always excited to have a chance to speak with our fellow Texans, but unfortunately in this case there has been a large number of unsupported claims made by our customer that require immediate correction.

First and foremost the issue is stated as having begun December 18th, 2013. While it is possible that there were signs of compromise at this time, I have extensively reviewed our logs for any communication via live chat and did not find any contact from either the customer out of Texas, or his developers out of India. Additionally I've searched our logs for the phone numbers we have previous contact from (************ and ************) and have found that we received no contact till the 26th of December via live chat rather than the 18th, at which point the first support ticket was created to our security department for further investigation.

During this investigation it was found that we had not been contacted in time to fully review the situation since the available logs on the dedicated server had since been recycled. Please note as this is a dedicated server only in use by a single customer, the customer has access to control how long logs are kept. In cases where we cannot pinpoint the underlying cause of a compromise, we still completely scan the account, remove any malicious files, and provide recommendations on the most common causes for the type of compromise we find. In this case we did indeed remove all infected files and informed the customer that there were three outdated scripts on the account, which is a major security vulnerability.

The account at that time ran WordPress version 2.1, a version which will hit the age of 7 years old on January 22nd (******************************************), as well as versions 3.2.1 (now close to 3 years old) and 3.4.2 which is close to a year and a half old. WordPress is now at version 3.8 and is constantly updating to new versions with one of the main reasons for the updates being to patch previous known vulnerabilities.

Moving on, we were then contacted once again on the 31st of December with a report that there had been another compromise. We escalated this to our security department once again but unfortunately we found that the customer's development team out of India had since removed the files they had reported as compromised. When compromised files are removed by the customer or their staff, our security department has no way to retroactively determine how the files were added, meaning our investigation could not occur. We then informed the customer and his staff that if the issue recurs, we will need all content intact.

In the initial complaint there is an impression that we've informed the customer it is their responsibility to remove the infected content. To the exact opposite, we've asked that the customer take no action when the account is compromised as this will completely impede our ability to determine how the situation occurred. Additionally, the customer purchased a dedicated server which we state upfront on the purchase page are "Fully Managed" meaning security audits are included : http://support.hostgator.com/articles/hosting-guide/hosting-plan-comparison/what-does-fully-managed-mean

Finally in regards to the trouble with the e-mail service, this seems to be the first report we've received on that issue but I've just had a chance to test e-mail on the server and was unable to find any issue with sending or receiving. We will be opening a separate support ticket with the customer to request further information as I have found no previous mention in our chats or tickets.

In summary, due to our staff having made every effort we have available to support an issue that the customer's developers have voided our ability to support, we will respectfully deny the request to reimburse for their time, potential damages or loss of income.

We appreciate the chance to clarify the history of this issue and as well as what is included with this particular service and will be glad to discuss further as needed.

Business Response:

******** brought this situation to my attention earlier and I’d like to respond at this point after having spent some time this morning reviewing your recent ticket history.  First and foremost please understand that while I sympathize with the losses you mentioned, we’re unfortunately unable to assume responsibility for damages as our Terms of Service outlines.  You acknowledged that agreement at signup, so I want to make that clear prior to proceeding with you.  I’d like to also note that any further mention of legal action in the matter will negate my ability to assist you.  With that said, we are here to help and want to ensure these issues don’t continue.  While I also realize the inconvenience and frustration this may have caused as well, please recognize that you have a responsibility as the account owner to keep the software your sites utilize updated and secured.

Please also note that this situation is not the result of a lack of security within our server environment, as was shown in the first ticket concerning these compromises, ************.  You mention we still have not assisted you with a concise explanation of how to avoid these compromises in the future, though we have indeed in the initial ticket.  I’m including the contents of that ticket here in the response, where we clearly mention you need to keep your software scripts updated, which I notice has since happened with these sites.

“We have received a report regarding malicious files located on your account. After investigating this report, we found that an attacker had gained access to the account and uploaded malware to the server. Unfortunately, due to the time frame in which this attack occurred, all relevant server logs had already been rotated off of the server. Therefore, we are unable to definitively determine how the compromise occurred. Please make certain to review your account and update any outdated scripts or plugins to the latest version in order to ensure that you are taking advantage of the most recent security updates that have been released for these scripts. If there is anything further that we can do to assist you, please let us know.

Consumer Response: According to the Company's response, I was to leave the site infected until they completed their "investigation," correct? Few problems here: 1.) no one would answer how long that would take 2.) the site is our "store." When 20% of our people get a malware warning, they will not do business for us. This costs us money. Who pays? Apparently, we accept this financial harm. 3.) my complaint still surrounds the issue of when I called in after the 3rd time the site was infected with malware to raise issue, I was told "a security specialist will look into it." When I asked, can they call me to tell me what happened as well as what I can do prevent this" the flat out answer was "that's not possible Sir." That's unreasonable answer to a reasonable question I think as a business owner. I cannot tell you how much money this cost us, but I do know this. We booked on average 30 people a day. This means 10 days of this nonsense is 300 bookings with a net profit of $44 per person. $13200 in losses. I'm glad you guys are so well equipped to substantiate your pathetic service response. To date, I STILL DO NOT HAVE THE ANSWER ON HOW TO PREVENT THIS IN THE FUTURE. What makes sense to me is to answer my questions, and offer the pittance I asked for. Most clients simply will blow up social media when they get poor service. I choose not to use that as a weapon as our Social Media accounts are amongst the strongest in the United States. For example, my Google+ is the 11th most engaged profile in the world. I don't appreciate the tone of the response. While professional, simply ignoring the fact malware did in fact attack my dedicated server not once, but 3 times, and then blame me not only for it, but tell me that I should have left the files infected, my site down, and maybe have Google crawl the site so my organic SERP drops. How much in damages would I have incurred then? Ridiculous. Hey, don't worry, I paid my web development team to remove the infected files. It's done. Don't lose any sleep over it. I look forward to your positive response. You didn't provide one. **** **** ********* ******* ***** ****

1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After years with a hostgator reseller account with no problems I was "upgraded" onto a "new" server 6 months ago and had endless problems, huge daily downtime of all mine and my customer sites, the downtimes still occur daily now and since then they kept blocking my account with no warning as the sites were suddenly taking up too much CPU time when they had been fine on the "old" server for years.I have lost 4 customers and had legal proceedings started against me because of hostgators actions of blocking my sites and account without any warning.Their tech support cant help and argue that their servers cant support a basic CMS database, I suggest that the servers they have moved me to are not adequate for the job and judging by many companies on forums and the rapid decline of Hostgator in the "good host" ratings there are many that agree with me.

Desired Settlement: I want a refund of my last years hosting with Hostgator as compensation for arbitrarily and regularly blocking my account and my customers sites and causing loss of income and ongoing legal costs against me because of Hostgators actions.

Business Response: Greetings,

Thank you for bringing this situation to our attention for additional review.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you, however please also be aware that you did acknowledge and agree to our Terms of Service(TOS) during signup, which has been violated seven times in the past few weeks.  Though I do absolutely understand the frustration that can result as you’re accounts are being suspended, please note we do have a responsibility to protect the server environment and prevent the disruptions your accounts may be causing for other users.

While I can certainly also understand the link you’ve made to the recent migration between data centers, please also be aware that we’ve provided you detailed server output in each of the TOS tickets you’ve been provided supporting our claims.  I’m sorry if that information wasn’t clear/understood, or that you feel the server isn’t up to the job, however that’s simply not the case.  More appropriately there seems to be a lack of traffic management from your end which is resulting in the increased resource utilization.

Reviewing your full ticket history as well, I actually noted this is not the first time you’ve had issues with our Terms of Service, having been suspended previously for Malware and Phishing related concerns.  In that regard, though I realize you’ve found yourself facing unwanted legal attention from your customers due to these more recent suspensions, that’s simply not a situation I can assist you with.  We’d also be unable to provide you a full refund for the last years service as you’ve requested given these suspensions were preventable and the result of your account activity on the server.  At the same point, given it’s clear you’ve begun migrating your sites elsewhere neglecting the issues at hand, I’d be happy to provide you a refund for the past two months of service.  

That would refund the payments made after the migration, when you believe the issues began so hopefully that shows our interest in at least making right on the situation.  Ultimately we cannot leave these accounts to run amok on the server with resources, though I do want to part ways with you as amicably as possible.  Please also be aware that further mention of legal action either against yourself or towards our staff or company will end our supports ability to communicate with you.  Given you’ve already made the decision to migrate, that’s likely best, though I’ll send you an email momentarily and once the migration is completed and you’re ready to cancel, I’ll arrange the refund as promised here in my response.  Thank you again for bringing this to our attention and I’m sorry that we’ll be unable to work through this, however I do appreciate the chance to at least try and resolve this with you as best we can.

Best Regards,
****** ****** ******** ** ******** ********
Hostgator.com

12/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This report is caused by Ticket ************. ****** ********* contacted Hostgator on ******** ** ****. After five days of no response I intervened as her administrator on ******** ** ****. I demanded a quick response to the ticket or warned further actions would be taken up to and including a negative report to BBB. As of today, ** ******** ****, no response to the ticket has been given, a total of 12 days after the ticket was opened.

Desired Settlement: I demand a complete refund of the whole account excluding the price of Domain Registration due to negligence. ****** was reasonable and was trying to work it out with Hostgator, but after discussing it with her she no longer wishes to work it out with Hostgator due to the fact that Hostgator could not tell her why she had a temporary lock on her account nor would they respond to her ticket. She will not be satisfied with anything else but a full refund.

Business Response: Good Afternoon,

Thank you for bringing this cancellation delay to our attention.  It's unfortunate to see, however our cancellation and billing queues have recently been higher then usual due to unexpected volumes as a result of our black friday and cyber monday promotions two weeks ago.  The delay certainly isn't intentional, however looks to be the result of the request being sent to billing and not through our cancellation form which prioritizes the requests.  All the same though once it was moved from billing to retention, I did note a delay there as well which I cannot apologize enough for.

Given the troubles and clear delay, I've gone ahead and refunded the full amount paid towards the hosting account.  Though it's been in use the past 4 months and we'd typically only offer a pro-rated refund, given the troubles hopefully this at least signals our interest in righting the situation, given we can't get you the time during the delays back.  I'll send a response via ************ shortly once the refund is in the works and the account is cancelled.  Should you have any other questions or concerns regarding this feel free to respond to the ticket which I'll keep assigned for communication purposes and to ensure a more immediate response.

Best Regards,
****** ****** ******** ** ******** ******* *************

12/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company suspended my account with no prior warning or indication. Issue was with one of my domains which had illegal code on it (not even administered by myself) I have been a loyal customer for 3+ years and would not do something to jeopardize my account. Had I known about this issue prior to HostGator suspending my account I would have instantly removed the domain from my account. Instead HostGator suspended my account and notified me via email that this had been done. I attempted to live chat a customer service member who refused to help, followed by a string of emails which all came back with representatives who also refused to help me. I had many domains on this account and was so frustrated with HostGator for vexing me in this way that I simply requested for them to send me a backup of my other domains so that I can take my business elsewhere. They chose to refuse me on this too! For no good reason. I have had these domains with HostGator for years without an issue. They would not even send me a single file which carried my site backup. I have content on those domains that I spent hundreds of hours on and to have my account suspended with no access to even retrieve my content is less than appauling. I am beyond shocked at how poorly HostGator has chosen to treat a long-time customer and will take further legal action if this has not been rectified.

Desired Settlement: Complete backups of my site domains.

Business Response: Greetings,

Thank you for brining this situation to our attention.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you, however we taking security issues and phishing sites extremely seriously.  I’d like to clarify what actually took place given you’ve conveniently left out critical parts of the situation, but also outline our Terms of Service agreement which we’ve acted in compliance with given your activities.

First and foremost, a report was made regarding your account and a facebook.in phishing site you were hosting.  While I understand that you contest you were unaware of this phishing activity, the account is under your control and is your responsibility to manage.  I’d like to ask how it would be possible that you were unaware given this is a shared account which our Terms of Service highlights doesn’t allow you to resell hosting?  That’s the first TOS concern if you were in fact reselling and unaware of this account activity.

For the BBB’s reference I’ve included output from our investigation below:

Once the account was found to contain malicious content, which I assume was used to phish logins from ******** users, our upper level security team suspended the account and sent you a notice essentially outlining our actions and the fact that we’d no longer be hosting you. Following our second response confirming you’d been banned from the network, you then threatened legal action.  That ends our supports ability to communicate with you effectively.  With this all clarified, please understand that we’re uninterested in helping aid you with any possible malicious phishing activity your account was involved with.  In that regard we will not be releasing the data in the account, nor providing you a refund which you waived through these activities.  This is all outlined in detail in our terms of service agreement here:  *********************************

In closing I’m sorry that we cannot provide you with this data, however you did agree to the TOS at signup and have clearly violated this agreement putting yourself in that situation.  I don’t believe our staff or any action they’ve taken is negligent, nor will we assume liability for damages if you in fact did not retain a local backup which the TOS also outlines.  I’m sorry as well that we will not agree on this action, however I do encourage you in the future to fully read Terms of Service agreements prior to taking services such as hosting.  Should you have any other questions or concerns regarding this please let me know.  I’m happy to explain or offer clarity if I can to help answer questions in what is obviously not an ideal situation for yourself, or that you’ve put our company in as we hosted this content.

**** ******** ****** ****** ******** ** ******** ******* *************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Business has confirmed they have chosen to neglect and deny service to the customer e.g. "...please understand that we’re uninterested in helping aid you..."

Regards,

******** *********


 

 

Business Response:

 

Good Morning,

Can this complaint please be reviewed and hopefully marked closed?  The customer was caught and stopped by our security team “phishing” for ******** passwords through a ‘***********’ domain he had hosted from his account.  He claims to have been unaware of the activity, however does not have a reseller account and should not have been providing any other users his login and password for that matter if he was in fact reselling.  This reselling in and of itself violates our Terms of Service agreement, however I doubt he’ll admit to this either..   Regardless he’s admitted to not managing the account appropriately and we’re uninterested in hosting malicious criminal websites or the people that allow these to be hosted from their accounts, nor do we intend to provide him a backup of the malicious sites so he can go to a different host and continue to steal peoples ******** logins.  If he’s without a backup, that’s on him as the customer unfortunately as our Terms do outline he’s responsible for backups and his data.

Our Terms of Service is also pretty clear about this kind of activity not being tolerated and that we’ll terminate the hosting and part ways immediately should we find a user engaged in this sort of activity.  He’s trying to make it an issue of us not assisting a customer, however he’s no longer our customer having received a network ban.  Filing a complaint against us with you at the BBB isn’t going to change the outcome of the situation regrettably given it’s both a criminal and legal matter he’s been caught in the middle of.  

Section 2 of our TOS discusses this in more detail.

******************************

If I can provide any further documentation regarding the situation please let me know.

***** ****

 

12/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I believe Hostgator.com is purposely delaying the processing of my refund.On ******** ***h this year I submitted a support ticket to cancel my account with Hostgator.My account was finally canceled on ******** *** after I contacted their support chat line.We have now cancelled ********** - ************************* (***************). This package will no longer be billed Since their email said nothing about my refund I contacted the chat line again on ******** *** to ask the status of the refund.I was told an update would be sent. Nothing.After two days and no response I replied using their email from the 3rd. To ask about my refund. So on ******** *** I sent the email below.During a chat session two days ago I was told that the Refund Admins would respond with an update about my refund. There has been no update.Why hasn't my refund been processed?Still no reply from Hostgator, so on ******** *** I emailed the company that since I had not been contacted I was filing an FTC complaint reference number: ********.No email or contact from Hostgator so on ******** *** I called Hostgator Support and after waiting on hold for quite a while someone answered. I explained what has happened up to then and gave him ticket number ************. He asked me to hold while he checked with their Billing Dept. When he returned he informed me that the Billing Dept was processing my refund and I would be updated via email.It's now ******** **** and I have not gotten any updates from Hostgator or my refund.

Desired Settlement: I want Hostgator to refund my payment immediately.

Business Response: Good Evening,

We'd like to start by apologizing for the delay in returning the recent payment to Mr. ******s. I've since had a chance to get in contact with him to provide more information on the situation and to confirm that the entirety of his payment totalling $179.00 has been refunded as of **********.

After review of the related ticket, I've found that the delay was regrettably due to our cancellations department dealing with a much higher ticket queue than we've had previously, which was a result of our recent Black Friday/Cyber Monday promotions. Additionally, following the account cancellation, the related ticket was moved into our "Cancellations - Finished" queue which unfortunately has less staff working through these tickets as issues with accounts that are no longer active are not often as urgent as was the refund for Mr. ******s.

Unfortunately this delay was compounded by a call to our staff during which one of our agents incorrectly stated that the refund was being handled during the call on the **** We have forwarded along this finding to our agent's supervisor for appropriate action to be taken as the refund appeared not have been attempted until my processing on the ****.

We apologize once again for the delay as such turn around time on ticket responses are not typical even in our cancellations department, and at this time I have confirmed through our merchant account that the refund was successful in the full amount requested.

If there are any troubles with the refund or any further concerns we can help to address, please let us know.

12/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On ********** I received and deposited an affiliates comission check #****** from Hostgator.com LLC for affiliate work. On ********** the check bounced and my bank charged me $12.00 for a returned item chargeback fee. After filing an email ticket for help (Ticket ID OKD*********), on ********** I received a resolution by email the same day that Hostgator.com LLC agreed to cut me a new check and would be happy to cover the bank fees.Ticket: OKD*********Hello,Thank you for contacting us with your concerns. I truly do apologize for the trouble here. There were some issues with the bank when we sent out the checks this month. I would be more than happy to re-issue this to you. Would you prefer this to be done by ****** so you can receive the money today or check? If ******, please provide the address we can send it to. We would also be happy to cover the bank fees you received.Warm regards, ***** *. Affiliate Administrator HostGator.com LLC ****************************On ********** I received a replacement check for $100.00 only. On ********* I emailed ************************ with a reply to the first ticket, to ask about my $12.00 reimbursement. As of *********, I received no reply. Today, ********* I have emailed the same issue again, and requesting additional information about "proof of funds" to prevent my check from bouncing again, and got an automated system response that provided me with a new ticket number ********. I have not received further response.

Desired Settlement: I would like to receive an additional check per the writen agreement, covering my $12.00 bank fees for Hostgator.com LLC bounced check. I would also like to receive proof of funds from Hostgator.com LLC bank (**** ** *******) before I cash this and the $12.00 check. A letter from **** ** ******* on **** ** ******* letterhead with signature with a banking officer, stating the matching aba and routing number does have sufficient funds to cover both my $100.00 check and $12.00 check. Thank you.

Business Response: Good Afternoon,

Thank you for bringing this situation to our attention for additional review.  I'm sorry to hear of the troubles you experienced this past month with the affiliate commission payout, however would like to first and foremost offer our sincerest apologies for the inconvenience and frustration this caused.  Reviewing your open tickets to the affiliate team currently I do see that they sent the second of two checks to cover the missing $12.  That looks to have resulted due to a miscommunication within the accounting department when the check was requested originally for $112.  Speaking with our affiliate manager though, he was able to confirm that accounting did get the mistake corrected internally however and has mailed you the second check as of the ***.  I was also able to confirm that these more recent checks are clearing without a concern.  Though I don't have the specifics as of yet regarding the payment issues last month, it does appear it was an issue for many affiliates with that run of checks, so we do apologize, but the updated checks should be fine.

Hopefully you have that check by now, however if you don't please feel free to email me back directly and I'll get in touch with them to ensure this is corrected fully.  I'll email you after my response here so you have the address should you need to contact me, though hopefully accounting has this resolved now.  Given the trouble I'd also be happy to provide you a 3 month credit towards your hosting account, though wasn't 100% certain the one I found was in fact correct.  The names don't match which I see is the result of a change made in **** to the billing information, though if you can confirm either the client ID, primary domain or email on file, I'd definitely like to get that added for you towards your renewal this coming year.  Sorry again for the troubles and I'll look forward to resolving this all with you.


12/21/2013 Problems with Product/Service
12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a ********* **** from Hostgator on *** ** **** for $19.66. On **** **, I asked for a cancellation and refund. Two weeks went by without a response, and during that time they billed my credit card for another $8.95. On **** **, I was issued a refund of $1.79.Clearly, at the very least I did not want to be charged again on **** ** for $8.95.If HostGator does not want to grant me a refund on my original purchase, I want $8.95 back. If they are kind enough to honor the policy, a total refund of $8.95 x 2 (Nov & Dec) = 17.90.

Desired Settlement: Minimum: $8.95 for the ******** purchase I tried so hard to avoid (note: I sent in two support tickets and no one replied, made a phone call and was told people are usually quick about these things...) Ideal: $17.90 (two months of being billed for $8.95)

Business Response: Good Afternoon,

Thank you for bringing this situation to our attention and I'm sorry for the huge inconvenience it has created.  Looking over your cancellation ticket ************, I see that you were offered a pro-rated refund of $8.95 + $1.79 (pro-rated).  Why this was handled this way I'm not sure as of yet, given it seems quite trivial to not just refund both $8.95 charges since you still have an open account with us, however I'll get to the bottom of that very shortly once I've had an opportunity to speak with our cancellations supervisors and the staff involved.

In the meantime, I apologize for the hassle this has created and went ahead and credited your current open account for a month of service ($24.95).  That's a little more then you requested be refunded, however since the refund was processed already you'll receive that amount ($10.74)back to your credit card as well.  That brings the refund credit to $35.69 total which I hope you find agreeable.  No action is necessary to make use of the credit towards the remaining reseller account, you’ll simply not receive an invoice this coming month.  If we can address any additional questions or concerns you may have, please do let us know.


**** ******** ****** ****** ******** ** ******** ******** *************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ******


 

 

12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I requested a dedicated IP for my hosting website. Because Hostgator.com changes IP address often. I have go to my DNS server to type new IP address. So, I checked their sales website for dedicated IP fee. Fee is $2.00 per month. I requested dedicated IP address for my ************************ windows hosting website. Their response is below: -----------------------Ticket: ************Hello,Thank you for contacting *************. Thank you for your reply. Unfortunately, due to the shortage of available IP addresses, we can not assign a dedicated IP address without an SSL installed. There are several providers of low cost SSL certificates that we can install on your account to meet this requirement. I am sorry for the inconvenience this issue has caused.If you have any other questions or concerns please feel free to contact us at your convenience by responding to this ticket, calling ###-###-####, or using our live chat at https://chat.hostgator.com/ Best wishes, **** ** ******* ************* ************* ********************* | ###-###-####-----------------------I don't want to buy SSL certificate. I only need dedicated IP address for my website.Thanks.***** ************ ********* ****** ********* *** ********* ********

Desired Settlement: I only need a dedicated IP address for my website. I will pay $2 monthly fee.Thanks.

Business Response: Good Afternoon,

Thank you for bringing this situation to our attention and my apologies for the frustration or inconvenience the current shortage of IPv4 IP addresses may be creating for you.  It's also quite unfortunate that you neglected to reach out to our management team prior to submitting a BBB complaint as is requested during the complaint submission process, however all the same I'll be happy to assist you.  I'd like to first and foremost provide some more clarification regarding the IP shortage and currently required justification, but then present your options for acquiring the IP address if absolutely necessary.

As you're aware and was outlined in our response to you via the ticket from our billing team, we are unfortunately currently required through our datacenter and ****(the organization responsible for IP allocation) to justify each and every dedicated IP that is assigned. 

Wiki article on IPv4 Exhaustion:  ****************************************************
This first article just explains the IP exhaustion being faced globally at this point with IPv4 IP addresses.

ARIN IPv4 Countdown Article:  **********************************************************
The second article discusses the final phases of the exhaustion and acknowledges as the body governing our IP blocks that the issue is very real.

Beyond the technical clarity those articles offer we do need to justify an IP address allocations.  There are a few ways for this to occur, however the most cost conscious option is to install a cheap SSL certificate at which point we have proper justification and can allocate you the IP.  Otherwise should we allocate the IP, once the datacenter audits servers for free IP address as we run out and require more, your IP will be called into question and removed without justification which you currently don't have.  I'm sorry that you may not agree on these policies, however the justification is something enforced upon us and somewhat out of our hands.  With that clarified there are definitely cheap SSL providers out there in which to acquire a cert, otherwise we do provide SSLs for $50/yr which is fairly typical.  Again though, there are cheaper options available, however without the SSL or a more costly justification we simply cannot provide you the IP address otherwise.

If you'd please reply back to ************ with any questions or once you have the SSL certificate I'd be happy to personally take care of the installation and IP allocation.  I also noticed that you have a VPS server as well, which may have a free IP address available as well.  I'm not sure if the site you want the IP for requires it be on a Windows machine, though the VPS is an option certainly depending on what you use both plans for.  I'll look forward to your response.

**** ******** ****** ****** ******** ** ******** ******* *************


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 

***** *********

 

 

12/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had signed up for a year of web hosting for my anticipated photography business last *** **** under HOSTGATOR LLC. For a year which i failed to build. I then considered it a loss and forget about it. Until i received an email the other day dated ********** that they have sent a bill to me. HostgaTor is a big web hosting company which i even thought has a reputable customer service. But sending me an email billing me for a services that i didnt use is an absurd way of treating previous customer. I THEN TRIED TO CALL THEM ALL DAY TODAY TO CLARIFY THINGS UP TO NO AVAIL. I am then afraid they are trying to collect money from me from the service i did not use and receive. This complaint is my way of letting them know about my issues of them billing me for services i havent used or received. and for others to know how this company works trying to SCAM OUT BILLING PREVIOUS CUSTOMERS THAT HAVE SIGNED UP WITH THEM. Heres the copied and pasted email from them:Dear ******,Your invoice (********) with HostGator is due.To make a payment, please log in with your email address and password at ******************************Once logged in please click "Pay Bill Online" under Current Invoices. Or click "Make a Payment" on the left navigation bar. You may complete payment by Credit Card or ****** on this page.Once paid no further action is needed and your account will remain active.We thank you for your continued business and assistance in helping us to get this resolved. Feel free to contact us if you have any questions, comments, or concerns.Best regards,*************

Desired Settlement: I want them to stop bothering me about this issue and to have them explain everything why they are trying to scam people like me out for money. That is all. Thanks.

Business Response: Good Afternoon,

Thank you for contacting us with these concerns.  It’s unfortunate that you didn’t reach out to us directly prior to submitting the BBB complaint, however we’ll be more then happy to assist you with a refund for this unused account.  To be totally clear we are in no way attempting to scam you, nor would we have remained in business as long as we have if that was the case.  The invoice was drafted exactly as outlined by our Terms of Service, and if there’s been any negligence it would actually fall on you as the user, not our company which acted as we stated in writing to you when you signed up.

That said, I’d like to first offer some clarity as to why the account has been invoiced, as well as point out that it’s always important to read a company’s Terms of Service agreement prior to signing up which looks as though it may have been overlooked in this case.  Simply walking away as you have without canceling the account is the sole reason it’s been invoiced, so I apologize if you were unaware of that, however encourage you to always read those agreements in the future.

Moving to the interaction with our frontline support when you tried to resolve this, whether you agree or not, we have in fact provided you a service this past 3 years.  To clarify that idea further, the space used on the server currently by your account quite simply could have been sold to another user.  In that regard, you do have data present and that comes at a cost for us to provide, or have sit idle as the case seems to be here.  As our TOS agreement outlines in Section 6: Cancellations and Refunds here:  ****************************** we do require that each user submit a cancellation request to cancel their account and prevent future billing.  

That doesn’t look to have occurred for either your domain or either of your domain registrations, however digging further into this account I did note that you seem to have used little resources the past 12 months.  Because of those findings, even though we technically do not owe you a refund for the service I’d be happy to refund your initial payment of $104.10 which was made on ********** for 36 months of service.  I’m not sure where exactly the total of 223.20 came from that you’ve requested as you were only billed once in ****, however if you can clarify that I’d be happy to consider that towards the refund should I be overlooking anything.

Finally, if you’d please email me directly at ********************* once you receive my message we can use that as confirmation of the cancellation request and close the account at that time.  If you could please also provide me with a mailing address you’d like the refund check sent to, I’ll have our accounting team send that out as promptly as possible for you.  Beyond the refund and cancellation if I can answer any other questions or assist  with anything further please let me know!

Best Regards,
****** ****** ******** ** ******** *******

12/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On ******** *nd I signed up for a hosting plan and purchased a domain name. Since that time the account has been marked 'pending'. Since it took so long to activate the account (which still hasn't happened) I no longer want to be hosted by this company. I have submitted support tickets regarding this *** *th, and followed-up on *** *th, both times receiving no response.

Desired Settlement: I would like the hosting plan cancelled, and my first month payment credited back.I'd ideally like the domain name credited back (giving up the right to the name) but if that can't be done then the domain registration part is fine.

Business Response: Good Afternoon,

We appreciate the chance to look into this payment and Mr. **** and I have since spoken over the phone to discuss the situation further. After review, we found that the new purchases on the account did not activate due to previous unpaid invoices from ******* **** for a domain renewal which we did not receive a request to cancel, as is our policy for domain renewals. Unfortunately there was a delay in replying back to the ticket opened with us to discuss the matter as the ticket was initially with our billing department but due to the request for cancellation and refund, it was then moved to our cancellations department where responses are not as immediate as other queues.

At this point we have provided a full refund of the payment totalling $18.03 and have worked with Mr. **** to remove the previous invoices to avoid future trouble in the event any products are added moving forward.

Although I've made sure Mr. **** has my information to reach me, if there are any troubles with this refund or further clarification needed, please let us know and we'll be glad to take another look.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*