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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 16 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 168 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

168 complaints closed with BBB in last 3 years | 78 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 12
Billing/Collection Issues 56
Delivery Issues 8
Guarantee/Warranty Issues 2
Problems with Product/Service 90
Total Closed Complaints 168

Additional Complaint Information

Please note:

Prior to filing a complaint, we'd just like to ensure you've attempted to reach us to discuss possible resolutions at 866-96-GATOR(42867). We're always available 24/7/365 over the phone to help with any and all concerns, however if that's not convenient we're also available via email at feedback@hostgator.com or through ourLiveChat at http://www.hostgator.com/.

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

Additional Information

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BBB file opened: May 16, 2007 Business started: 10/10/2002 in 0
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Adam Farrar, Owner
Contact Information
Principal: Mr. Adam Farrar, Owner
Business Category

WEB HOSTING SERVICES


Additional Locations

  • 5005 Mitchelldale Suite 100

    Houston, TX 77092

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BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (866) 964-2867(Phone)
  • (713) 476-7800 (Fax)
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Additional Email Addresses

  • - Customer Service
  • - Communication/Mass Email
  • - eQuote
  • - Technical Support
  • - Sales
  • - Mobile Phone SMS
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Complaint Detail(s)

9/15/2014 Problems with Product/Service
9/13/2014 Problems with Product/Service
9/10/2014 Problems with Product/Service
8/30/2014 Billing/Collection Issues
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.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.  



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/11/2014 Billing/Collection Issues | Complaint Details Unavailable
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,

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.  



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,


 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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.

*******




 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.
 



 


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

*** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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, ***** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

** ******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/17/2014 Problems with Product/Service | Read Complaint Details
X

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,

**** ******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/12/2014 Advertising/Sales Issues | Read Complaint Details
X

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/4/2014 Problems with Product/Service | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/28/2014 Billing/Collection Issues | Read Complaint Details
X

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/23/2014 Billing/Collection Issues | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Billing/Collection Issues | Read Complaint Details
X

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.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/28/2014 Billing/Collection Issues | Read Complaint Details
X

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/17/2014 Problems with Product/Service | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

*** *******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/8/2014 Billing/Collection Issues | Complaint Details Unavailable
2/1/2014 Problems with Product/Service | Read Complaint Details
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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
*************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/24/2014 Problems with Product/Service | Read Complaint Details
X

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
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/17/2014 Billing/Collection Issues
1/13/2014 Billing/Collection Issues | Read Complaint Details
X

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,

****** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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. **** **** ********* ******* ***** ****

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

1/13/2014 Problems with Product/Service | Read Complaint Details
X

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

12/27/2013 Problems with Product/Service | Read Complaint Details
X

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.

***** ****

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

12/24/2013 Problems with Product/Service | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

12/22/2013 Billing/Collection Issues | Read Complaint Details
X

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.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

12/21/2013 Problems with Product/Service
12/17/2013 Problems with Product/Service | Read Complaint Details
X

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,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

12/17/2013 Problems with Product/Service | Read Complaint Details
X

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,

 

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

12/14/2013 Billing/Collection Issues | Read Complaint Details
X

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

12/11/2013 Billing/Collection Issues | Read Complaint Details
X

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,

*** ****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

12/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Initially I purchased a 6 month subscription to hosting services by HostGator, LLC. When I bought the plan, I went back and deleted my CC information so that I would not be billed again when the time ran out. They billed me for another six months on ********** anyway with no notification that the account was due for payment. I contacted HostGator and they cancelled the account within 2-3 days but they have not refunded my money for a service I do not need/want. I requested they credit my money back ($59.70) and I heard nothing from them. I sent another message insisting action be taken and still nothing.

Desired Settlement: I want my $59.70 returned to me because I shouldn't have to pay for something I'm not using.

Business Response: Good Afternoon,

We appreciate the chance to address this complaint as we are always sorry to hear when a customer has paid for services that were not intended to be renewed. As of ********** we have provided a full refund of the recent payment totalling $59.70. I've also had a chance to review the account to determine why the automatic renewal took place and found that the card on file had unfortunately not been removed as was stated in the initial complaint.

In these cases unless we receive a cancellation request prior to the renewal date, it is agreed that any card on file will be automatically charged for renewal. I've also reviewed the cancellation request we received following the renewal and apologize that our agent handling the request did not more immediately offer the refund.

Please let us know if there appear to be any problems with the refund or if we can help to resolve any further concerns on this complaint 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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

12/2/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In ******* **** I signed up to reserve a domain name for three months on HostGator. In ******* ** **** HostGator charged my credit card $83.40 and $15.00. When I contacted the company they said these charges occurred because I had an automatic renewal account. This was NOT made clear at the time of the original purchase and I would not have proceeded with the purchase had I known it was automatic renewal. I believe this to be unfair and deceptive.

Desired Settlement: Apply a credit to my credit card in the amount of $83.40 and $15.00 ($98.40 total).

Business Response: Good Afternoon,

Thank you for bringing this situation to our attention and I'll be more then happy to assist you.  I'd like to first hopefully bring clarity to the confusion that appears to have occurred, though beyond an explanation I'm also happy to assist with refund if the account will be cancelled.  First and foremost though I'm sorry for any frustration or inconvenience this has caused you.

Looking over the supplied information in the complaint however I'm unable to locate either a billing or ticket account.  I'm also not finding any call logs from the number you provided which is unfortunate given it appears you likely didn't contact us to resolve this first prior to making your report to the BBB.  Can you please provide me a ticket # referencing the account or your primary email address so I can further assist you?  Moving to the actual concern, you mention having been under the impression that you had signed up for 3 months.  You also note though that you were billed in what seems to be an annual cycle which suggests otherwise.  The root of the problem here too is that it seems perhaps either our Terms of Service was disregarded or overlooked during signup, however we do absolutely outline that billing is handled recurring with the card or payment method left on file.  That's in section 4 of the agreement which can be referenced here:  ******************************

"You agree to supply appropriate payment for the services received from HostGator, in advance of the time period during which such services are provided. Subject to all applicable laws, rules, and regulations, all payments will apply to the oldest invoice(s) in your billing account. You agree that until and unless you notify HostGator of your desire to cancel any or all services received, those services will be billed on a recurring basis."

Not knowing the exact circumstances of how that was missed, I'd like to again apologize for the frustration, though once I have associated account information we'll get that pulled and refund you if you in fact don't wish to continue using the account and just want it cancelled. We're normally not able to refund domain registrations either which is outlined in the TOS, though given it's clear that was missed it's not a problem to just refund the entire ******* payment.  I'll look forward to your response and hopefully getting this resolved with you.

Best Regards,
****** ****** ******** ** ******** *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I registered for a year of hosting for our new website we had hopes of working on. Within the day, our account was suspended, and we received an e-mail. This was fine, as we expected it, given that we currently reside in Japan, and our credit card was tied to a Canadian address. They sent us an e-mail asking for photo ID and a copy of our credit card, which we provided. However, they have yet to reply, nor make any amends to the account suspension. Having received such sensitive information, as our credit card information and driver's license, and not rectifying the situation makes us feel very vulnerable; they have our address, our information, and our credit card information, and now a photograph of both of those items. It seems either like A.)a scam, or B.)poor business practice, neither of which are excusable.

Desired Settlement: I just want to begin designing our website, and some assurance that they're an actual business and not exploiting us. If this is resolved with poise and tact, then I may consider using their product after the end of our contract, but they're seemingly unresponsive, with poor lines of communication, making this seem questionable.

Business Response: Good Morning,

 
Thank you for reaching out to us regarding this issue.  I was able to locate the account, however due to the nature of the sensitive information there are some concerns with the fact that the account information differs from what you provided the BBB in the complaint.  Without providing the scan to the BBB that was provided due to that lack of verification with I think would clearly show our concerns with the IP descrepency, I can say that there appear to be three tickets in our system, but the primary ticket ************ last requested an explanation on the IP in Japan and the Canadian address.
 
From the duplicate tickets though I don't believe that you received that final response in the first ticket?  Regardless your explanation here does allow our pending department to activate the account.  It's unfortunate that this delay resulted as it did, however I'd like to assure you that we definitely are in no way trying to scam you.  We just want to verify the discrepancy which helps protect our online signup process and keep costs down year to year.  With that said, I do absolute understand the alarm this may have caused given the delay, so if you'd like the account canceled and refunded please email me at ********************* and I'll take care of that promptly.
 
Otherwise you should have a response back from our pending team in ************ confirming activation on the hosting account.  If you wish to keep the account I'd also be happy to provide a month's credit for next month given the trouble.  Thank you for your understanding and my sincerest apologies for any alarm or inconvenience this caused.  I'll look forward to hearing from you.
 
 
**** ********  ****** ****** ******** ** ******** ******* *************
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have had multiple issues with Hostgator. Initial it was with their forced server migration. Their first attempt failed and had to be rescheduled. We had warned them to make sure all settings and permissions were configured before they initiated the 2nd attempt. After the DNS was changed it took 10 days to have majority of the sites on the server work correctly. Still there was many hours in which we had to pay for our developers to fix the issues caused by hostgator's negligence. We have lost business during that fiasco.Now today another server has gone down causing this client to terminate services with us.We have asked them for their insurance company policy information and they have yet to provide it.

Desired Settlement: We would like to file a claim with their insurance company to recoup the loss of business and cover development time needed to repair their mistakes.

Business Response: Good Afternoon,

Thank you for bringing this situation to our attention and our apologies if you feel you were refused compensation on this situation.  That’s clearly not the case having reviewed your numerous open tickets, however I’ll be happy to discuss the situation from our stand point as well as offer credit towards the troubles you’ve encountered.

As you’re aware, currently the D drive on the Windows server being migrated was in use.  That meant we regrettably were unable to take an image of the server and migrate this as we did most of our other dedicated customers as well as another of your servers.  Due to this, we did schedule a manual migration and attempted to create the image at another location which you’re aware failed.  At that time a second migration was scheduled, just as you note, however given it’s a manual migration and we’re not familiar with your data it seems the expectation from the start was set that we could not guarantee there wouldn’t be issues.  We do absolutely strive to avoid any headaches along the way with the migration, though zero downtime is not something we’re going to promise with 100% certainty given we realize issues can and do arise.  

I’d like to also point out that while you mention it took us 10 days to resolve the server issues, you’ve also proceeded to submit basically one issue at a time.  Had the server been reviewed immediately after the migration was completed and the full set of issues presented initially I can assure you those would have been resolved in a more timely fashion.  All the same, we realize that these smaller issues likely didn’t present themselves till the following days, so in that regard we ask your understanding.  We can only work with what we have in front of us, and though it did take time it seems our staff was professional, but punctual as well.

That brings me finally to the datacenter outage that occurred yesterday around 11:37EST.  I understand that likely affected all your dedicated servers and we’re happy to offer credit towards the outage given we didn’t maintain the network uptime guarantee that’s provided with the server.  That guarantee does actually offer simply a pro-rated credit towards the amount of downtime, though given the inconvenience the outage caused we’ve gone ahead and credited each of your servers for a month of hosting.  I’ve also added an additional month for the migrations issues you’ve faced.  Though I don’t believe our staff caused these problems nor realistically would have been aware of some of the issues given we’re not familiar with your data, all the same the migration didn’t go as smoothly as we’d hoped and discussed with you before hand.  In that regard I think it’s fair and I hope you agree too.

To break down the credits, $702 was added towards yesterdays outage which covers service on your three servers(********, ********, ********) for a month.  I also added $309 for the migration trouble which covers ******** for an additional month.  The total credit comes to $1011.00.

As for policy information for an insurance company to provide you compensation, please understand that we’re regrettably unable to provide compensation like this, nor do we carry an insurance policy as it seems you’ve assumed.  Additionally, our Terms of Service discusses liability and damages that can result through use of the service in Section 16, which you may reference here*   *******************************

“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.”

Moving forward while I realize that may not likely be the response you’d hoped for in regards to the insurance claim you want to make, hopefully the credits at least gesture our interest in making right on the situation.  We are sorry to hear that you lost a client, however at the same point that’s not something we can directly compensate towards which is why I’ve provided the credits for the service level issues.  I’ll also keep an ey on your remaining support requests to ensure those are resolved promptly, however if anything remains unclear or I can assist your further please feel free to respond to me directly in ************ which I now have assigned to myself.

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

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,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

11/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I initially signed up for the service, there was a problem where my debit card was charged in excess of 8 times to the tune of 190.00 for the set up fees and my first month of service. It took two weeks for me to get my money back.Subsequently, EVERY MONTH when the payment was automatically deducted, it does not get credited to my account, I get reminder to make the payment (which has already been made), so I have to go back and forth with customer service so I can get the payment credit. As I stated, this happened EVERY MONTH. Customer service NEVER did anything to remedy the situation so it would stop happening EVERY MONTH, in spite of my pleading and the indication that I would be inclined to cancel the service.It happened again for the payment due in ********. I cancelled the service, but still managed to get charged TWICE for the ******** service fees. Once before I cancelled, and once after.Dealing with this company has been nothing but hassle once a month when the payment gets made, but it fails to be credited to my account.

Desired Settlement: I would like a refund of the two payments (one original/one erroneous duplicate) that were deducted from my debit card for November's service.

Business Response:

Good Afternoon,

Thank you for bringing this situation to our attention for further review.  I’m sorry to hear of the problems you’ve had with the billing system, though I’ve brought these concerns to the attention of our development team for additional review.

I also located your cancellation request, ************ and asked that the refund be expedited for you through the credit card processor.  It seems as though it was submitted and a credit/refund was initiated back to your card on file for the last two payments as requested, though has not settled yet.  Once I have confirmation back from our senior billing agent post contact with the cc processor you should have the refund back within about 3-5 business days hopefully.

On the off chance you don’t see the refund however by say next Tues or Wed please feel free to email me directly and I’ll be happy to look into this again with you.  I can be reached directly at *********************.  Should you have any other questions or concerns regarding this please let me know!

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments:  Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I got hosting services from HostGator.comWe have interruption in a pick business hours few times a week. We contacted ********************** for this issue and they really do not care about. I asked for refund and they haven't even addressed that issue.

Desired Settlement: Refund

Business Response:

Good Morning,

Thank you for contacting us and bringing this situation to our attention.  I actually responded to your ********************** ticket earlier in an effort to assist you with the DNS problems that seem to be plaguing your account currently.  Those should be resolved, however I unfortunately overlooked your initial request for compensation and have taken care of that for you at this time, in accordance with our 99.9% uptime agreement, which while debatable given I'm not clear as of yet on the cause of the DNS issues, I think is worth honoring in this case simply due to the frustrations you've encountered.

I'd like to apologize as well for any ill will our prior response to your ticket caused, however I believe **********r was simply wanting to get the issue resolved with you as quickly as possible, at which point he would have discussed the compensation.  As it doesn't make sense to credit an on going problem, without resolving it, I also wish he'd make his intentions a little clearer initially.   

I did apply a month's credit to the account as requested, which I hope signals our interest in righting this matter with you, though if you continue to see any DNS related issues, please respond directly to the ********************** ticket ************ and I'll ensure that's taken care of my upper tier staff.  As for the credit no action is necessary to make use of that, you’ll simply not receive an invoice this coming month.  I'll look forward to working with you going forward!

 

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,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

11/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In ******* **** a transfer request of my domain name **************************** that was registered with ********* was made to ***** to be transfer to Hostgator. Hostgator proceeded with the transfer and according to their customer support the transfer became final in ******* ****. On **** ****** **** ********* deducted 43.95 form my Credit Card for the renewal of my domain name which was never done. To date ********* is yet to refund me my $43.95. My domain name has now expired due to no fault of mines. In trying to log on to my website recently I had been unable to locate it online so I contacted Hostgator who stated my domain name was expired and I needed to pay a Renewal Fee of $15.00 plus an additional Redemption fee of $90.00. Hostgator stated they have ownership of my domain name and it is registered with **** Inc. They stated they cannot do anything about the Redemption Fee. I contact **** who stated the Redemption Fee lies in the hand of Hostgator. Hostgator never contacted me or sent an email notification as to final transfer transaction, Domain Renewal Due Date, Nothing. (I did however received several promotional emails notices from them over the last few months.) Now ********* did send a renewal notice and as stated above ********* deducted 43.95 in ****** **** for Renewal of my domain and Privacy. This is a recurring fee that is automatically taken from my Credit Card by ***** since I first registered the domain name with ***** in ****. To date, although ********* deducted the money my domain name has not been renewed because ********* had no right to the domain name yet they still deducted my Credit Card. Now I have no website and domain name due to some blundering of the domain transfer between ********* and Hostgator.

Desired Settlement: I would like ********* to credit back my Credit Card. I would like Hostgator.com to own up to the responsibility that they failed to notify me of the completion of the Domain Name transfer and the Renewal date and that I would now have to pay for my Doamin name through Hostgator. I would like this Redemption Fee be waivered since money was paid but the domain was not renewed.

Business Response:

Good Afternoon,

Thank you for bringing this situation to our attention and I’m sorry to hear of the frustration you’ve experienced as a result of the domain transfer.  That’s definitely never something we like to see occur, however now that I’m aware we’ll definitely get this resolved for you.

Looking over the recent ticket history I see that the domain was transferred to us *** *** ** ****.  Though the domain actually wasn’t added to our billing system as I would have expected when the transfer was completed, I’d like to clear the confusion that **** the registrar actually would have been the party that emailed you regarding the renewal, nor Hostgator.com who’s simply an **** domain reseller.  That renewal email would have gone to ************************ which I understand you’ve contested in tickets did not occur, though perhaps there is confusion over which email address it would have gone to.

Though you believe it didn’t make it to a spam inbox, please do check as I’m certain you likely did receive this email a month or so prior.  In that regard I really don’t believe we’re liable to cover the redemption fee given your own lack of timeliness with the situation, though in the interest of resolving this with you I’d like to invoice the redemption at $40 instead of $90, then you’d just have your renewal fee for the hosting itself left to take care of.  So you’d essentially pay the 6 mo renewal at $59.70, and the redemption at a reduced fee of $40, totaling $99.70.  This does bring the total invoice down though $50, which I hope shows our interest in meeting you half way as we work to resolve this situation.

If this sounds agreeable please let me know via email directly at ********************* and I'll be happy to update the invoice and pull your domain out of redemption.  Should you have any other questions or concerns regarding this please let me know!

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that I a willing to settle, since I want to be able to access my website.   I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  Please also note that to date I have spoken to a ***** Representative who stated that they will credit back my Credit Card 43.95 for both **** and ****,  they said it would take approximately 3 days.  I would be contacting my Bankers on Thursday to verify if this was done.   Thank you again.

Regards,

***** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments:  Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

11/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The service has gone downhill VERY sharply over the past couple weeks. It started when I received notification from them that I was being moved to a "new and upgraded server". After the move, the site went from barely tolerable speeds to absolutely abysmal. 45-90 second page load times for hours upon hours every day.It took days of going back and forth with support, who continually blamed my site as the problem, until they finally realized it was not my site, but "other sites hogging resources"They said mechanisms were put in place on the other sites to stop the issue, but the site is still painfully slow for huge portions of the day.To top it off, today, my ENTIRE SITE was lost, after they allowed one of their hard drives to fill up. My entire site, over 80GB of data was gone, instantly.

Desired Settlement: I would like their service issues to be fixed. I am paid through ********, and it would be a waste of money to move to a new host early, while having months left at hostgator already paid.

Business Response: Good Afternoon,

Thanks for bringing this case to our attention.

We've since had a chance to review the concerns raised in the complaint, and have found that we have previously been in touch with *** ***** through a large amount of correspondence via e-mail. To summarize, the complaint raises concerns on two separate issues - the site loading slowly and missing content.

On the first issue of slow speeds, we were able to work with the customer on a handful of optimizations to the site which helped to increase performance with lower load times. After the optimizations, the customer reported additional trouble with slow speeds. At that point we were able to determine that around the time of this specific slow speed report, another user on the server was abusing the available resources, which adds considerable strain to the server. As this customer is using our shared hosting services, load spikes such as this can occur from time to time as every customer on the server uses the same available resources (CPU, RAM, etc).

We have a monitoring staff in place to catch abuses and suspend the offending user, however sometimes the abuse will not trigger our automatic notifications/suspensions, depending on how the requests to the server are being made. Following the suspension of the user, we have not seen further spikes of this sort. While communicating this to the customer, we also offered to review his internet connection's path to the server, known as a traceroute. Often times issues within the connecting path can cause delays or timeouts, which can contribute to slow load times.

We had not heard back from the customer following the last mentioned response, but following his complaint to the BBB he informed us that he continued to experience trouble. 2 hours after the complaint, the customer responded back with the traceroute we had previously requested. This traceroute showed no indication of the type of delays reported (30-45 seconds). The following is a copy of the traceroute between the network and the IP address in front of the customer's specific router :


The following tool can also be used to confirm the site is reachable globally at load times significantly under the 30-45 seconds reported :

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

Since we have been unable to replicate the reported slow speeds, find any issue on the server, or confirm any issues with the customer's connection, we provided further optimization recommendations and also corrected a mismatch in the DNS settings which can sometimes cause trouble with connections. Following these changes and recommendations on the 7th, roughly 5 hours after the BBB complaint, we have not heard back on the matter.

We did however hear back from the customer with the report claiming that our staff had removed or lost content. We had our security department investigate the claim and were unable to find any evidence of such action. That being said, during our review we did find that an IP address outside of our company's network had accessed the account and removed multiple files. After informing the customer of our findings he seemed to have settled that the issue was indeed relating to a move on our part, but did not provide any evidence of this.

Although we've worked with the customer on both concerns, if the matter is still not resolved to his satisfaction, we would be more than happy to provide a full refund of his most recent payment - $89.70 for 6 months, which would be up on **********. In the customer's complaint he seems to be under the impression that we do not provide refunds on payments made in advance, however we do provide pro-rated refunds when such cancellations are requested. If the customer would prefer to continue working with us on either of these two concerns, we are certainly glad to do so.

Please let us know how the customer wishes to proceed and we'll be more than happy to oblige.


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.

Thank you for taking the time to respond. Yes there was two issues, one of which was resolved, the other is still TBD.

The resolved issue is the missing content, however it is concerning that through your investigation you were not able to determine what your own server team did.

On the morning of ******* ***, my site was working as expected, albeit slow, per the other issue. I was able to browse the site. About an hour later, I went to the site, and received a 404 not found message on the forum homepage. Using bookmarked links I have for the site, I recived 404's on every single page I loaded. I proceeded to log into cPanel and go to my file manager, to see why pages such as forum.php would throw a 404. To my surprise, my public_html directory was 100% empty. There was not a file in it.

I then put in Ticket ************. I waited for a bit for a response, but then noticed that my email account, also hosted through the server, was also not working. I logged back into cPanel, and this is when I saw that EVERYTHING on the site was gone. Not only the files, but my two databases, the email account, all sub domains, everything.

I then called hostgator support and spoke to Toree R. After going back and forth with her server admins, Toree finally stated that the reason the site was gone, was because the hard drive, specifically /dev/sdc1 (/home2) on my server, gator4104, had filled up to the point that it crashed and went offline. When it went down, all of my files, the database, subdomains, everything went with it. She stated the server admin team was working at recovering the drive and would then have to transfer all my files to a new HDD, in order to get the site back. They did this, and I was moved to /dev/sde1 (/home4). 

Later on, after the site was back up, and my email started working again, I received a reply to the case, as you stated in your BBB response, about the external IP address removing 96 files. That was my IP address, and through common maintenance on the site, I had removed 96 files, and then replaced them with updated versions. This is completely irrelevant, when compared with the hundreds of thousands of files that were lost when the hard drive went offline. It is very alarming to me that your various teams are unable to communicate well enough to have an understanding when major events like this take place. Even your investigation after this BBB complaint has not turned up what occurred.

Anyways, as stated, this issue is resolved. It is very unfortuanate it had to happen, especially with the other major issue, and its very alarming hearing this disconnect between your customer service and server teams, but at least this issue is resolved. I would like to mention, that home2, has shot up from 74% to 90% in the past week, and the new HDD that I am on (/dev/sde1, /home4) has shot up frmo 70% to 87%. Both drives show a warning symbol in the Server Status page in cPanel. At the rate that these drives are filling up, they will both suffer the same issue again in about a week and a half. I hope something can be proactively done about this as now that you are aware of the coming issue, having it happen again would be completely unacceptable.

Now, onto the 2nd issue, the slow site. This is the issue that mainly prompted the BBB complaint, and the one that causes the most frustration. The responses from Customer Support are some of the most frustrating parts of the issue. Rather than admitting there is a problem at first, the finger is ALWAYS pointed at my site first, in various ways. My site is NOT the issue, in any way, and every time a response like this is given, it delays fixing the problem exponentially, as the CS team writes off the issue as being my site. I will cover some of the response given by the CS team now, which all delayed getting this issue fixed.


As you stated in your response, your team was able to work with me on optimizaitions to the site to increase performance and lower load times. This is not entirely accurrate. As a system/exchange administrator myself, and having hosted sites for years, I am already well versed in optimizing sites. Before any of these issues arose, EXTENSIVE optimzations have been done to my site. Almost the entire site goes through CloudFront's CDN. All images have been combined into CSS Sprites. I have GZIP/DEFLATE, I have caching, I have expires headers, and I have minified HTML, CSS, & Javascripts. I have keep alive, I have reduced the overall HTTP requests and DOM elements as much as possible on a vBulletin site and I have no redirects or bad requests. When there is no server trouble, the site is fast, very fast. These optimization recommended by your team, while appreciated, have all been done years ago and are completely irrelevant to the issue.

Another response that I get ALL THE TIME from the CS team is that they simply do not see the problem. They state they looked in the logs and see no indication of slowness or high CPU activity. They then ask, as you pointed out, for traceroutes from my location, trying to point again at me or my site being the issue.

The traceroutes and logs are COMPLETELY irrelevant here, as is the CPU activity, and I will now describe why.

When these issues are happening, the CPU Load Averages are never spiking. They stay anywhere from 0.01 to 0.20. This would indicate that the CPU is NOT the issue here. It does not mean that there is NO ISSUE, because clearly there is, as I will describe below.

To prove that the tracerouts are irrelevant, please refer to the screen shots linked in ticket ************. A traceroute from my location would serve to show if the issue relies with me or my route to the server. This is not the case.

When the issues are occurring, I log into my site via SSH, and run TOP. This allows me to monitor requests to the server in realtime. I then test by clicking a link on the site. Instantaneously, I see the correspdoning process for the link I clicked show in Top. I can tell it is the link I clicked based of the script that is running. This indicates that my requests are getting to the server instantaneously, ruling out network issues between me and the HG data center. When there are no site issues and I watch top, my pages load quickly, and the processes in top complete almost as fast as they appeared. When there are issues, the processes hang in top for 35-55 seconds. Eventually the page starts loading and the process completes. When this happens, since the CPU is not spiking, it would be a safe bet that something else is the problem. Perhaps Disk I/O is the problem here? Just a suggestion, as this is a VERY common cause of sluggishness in servers, as any server admin knows.

Furthermore, my staff (moderators) on the site, consists of 11 members from throughout the world. We are all together on a phone chat through the app "What App Messenger" where we can all communicate in real time, outside of the site. 

When these issues occurr, I send out a message in the chat asking for others to confirm the issue is present for them. In all cases, they can all confirm the issue is present. These staff members are located in:


Wisconsin, USA

Pennsylvania, USA

Texas, USA

Canada

United Kingdom

Germany

Netherlands

Poland

Bosnia

Bangladesh

Australia.

As you can see, the staff are located all accross the world, and ALL of them expirience the extreme load times when the issue is occurring.

Futhermore, using site speed testing tools from ******* *****, ********, ****** *********, ****************, & ********, I can confirm the issue from all over the globe. These sites allow me to choose the location to test from, and include various locations in the US, Canada, South America, Europe, Australia, Middle East, Africa, and Asia. In all instances when the site speed issues are occurring, I run tests from dozens of locations accross the world, and always see the issue of at least 30-55 second load times. The screen shots in the aforementioned ticket will confirm this.

Another response I get from CS commonly is that high activity on my site can be the problem, or that I am maxing out my MySQL queries. This is also NOT TRUE AT ALL. I have seen the site lightning fast with 10 members of the site online, and seen it lightning fast with 1000 members online. I have seen the site painfully slow (30-55 second load times) with 10 members onilne, and with 1000 members online. There is no correlation to the amount of activity currently on my site, to the slowness issues that have been seen. I have never once seen my running queries above 12-15.

After explaining all of this to the CS team in detail, finally they escalated the case, and admitted that someone else on the server was abusing resources. They stated measures were taken to fix it. Within 30-45 minutes of the CS team saying that, the site was back to the painfully slow load times, and stayed that way for hours. I then went to the CS team again, and ONCE AGAIN I was given a reply about "my site being the problem, and the logs showing nothing, but here are some optimizations you can do to your site to speed things up, oh and please provide us a traceroute from your location"

THIS is why I stopped replying to your customer service team. After already having the case escalated, and proving that it is things external to my site causing the issue, we go back to square one with the finger pointed at me again. Again, the extreme disconnect between your internal teams rears its ugly head.

It is replies like that, after already proving it is not my site, nor any lack of optimizations that ultimately prompted this BBB complaint. It is absolutely inexcuseable that customers must suffer with unbearable sites for weeks, with a customer service team that refuses to delve deep into the problem. They point the finger at the person complaining and move on.

One last thing I would like to point out, is that ALL of these issues started after the site was moved to a new server in mid September. I am not sure what prompted this server move, more than likely it was HG being bought out, but all the problems started after this move. On the HG forums, there are countless topics from people reporting the same move, around the same time, with extreme site slowness issues occurring afterwards. 

Now I have this issue as TBD, because I am not confident it has been resolved. I will say that within a day or so of the BBB complaint being lodged, the site did expierience a sharp decline in the amount of time per day with these long load times. It is unfortunate that it took a BBB complaint to finally get some action, but at least there appears to have been some. I also want to keep the complaint open/TBD because of the impending HDD fill up that is coming.

I hope this complaint is taken seriously, and my reply is read in its entirely. I appreciate the offer for a full refund, however I do not beleive a refund for a 6 month payment, is morally correct to accept with only 1½ months left on the contract. I will continue to work with HG on these issues, as it is a huge pain to move a site as large as mine. If, however, problems continue, I will have little choice.

 


 

 

Business Response:

Good Morning,

Thank you for providing us an update on the situation with the content you claim to have gone missing.  While it wasn’t initially obvious what happened due to the lack of a ticket being opened when this occurred through our monitoring department, your clarity did allow me finally to track down what took place, more specifically what failed and then work to ensure this is never repeated.

With that said, I do absolutely understand what took place now at this point and would like to first offer an explanation regarding the data, then hopefully we can move towards resolving your slow site complaints.  I’ll start from the beginning in regards to the data issue on ****.  It appears that the home directory you noted did in fact come near it’s total capacity.  When that occurred our monitoring team logged into the server and used a cPanel/WHM account cleaning script to essentially transfer your data from the first full home partition to a secondary home partition on the server.  This is the change between home 2 and 4 that you note.

This typically takes a few moments to transition the data and make the necessary configuration changes, however due to the extreme amount of content in the account it seems the script itself actually failed, leaving your account in a state of disorganization.  After additional investigation both with senior monitoring and our System Architects, I’m certain this was absolutely the cause of the shell being changed and your data going missing once you logged in that morning via SSH.  The data itself was actually present, though due to the essentially destroyed shell functionality I’m confident you didn’t see the data and were likely extremely alarmed.

After finding the primary source of this issue, I also begin inquiring with monitoring as to how this fiasco even took place.  First and foremost you were never informed via email/ticket that we were making such a change.  Though your account was definitely a concern just from the size of the data in it, and we did need to free space quickly to bring services back up fully, all the same a communication ticket outlining that should have been opened.

The second issue is that our support staff failed to track this down initially, which I’m sorry to see.  It’s great that Jonathan passed this back to me after his initial response with you given we’d previously been in communication on the slow site, though I do apologize that it ultimately required my intervention to get to the bottom of this for you. 

Finally, the third issue I found was that the cPanel script that failed seems to really not work well.  I’ve asked that our System Architects program a new script which will better facilitate these data migrations between home partitions.  With their efforts, the new script and monitorings’ efforts to ensure they’re communicating such changes in the future, hopefully this unfortunate circumstance shouldn’t be repeated.

This brings us to your primary concern with the slow site.  I’ve also had senior staff review the server again, however to be quite honest we’re simply not able to replicate a 40+ second load time on 2pac-forum.com.  The other concern I have with the troubleshooting ticket for the slow site is that we’re really not getting suitable information as we try and replicate the issue.  I see there have been a few routing tests provided, though those ultimately don’t show delays in line with what you’ve described you and your users are seeing.

Though I can certainly sympathize with the frustration this may be causing, without replication it’s difficult to understand both why it’s happening, but more importantly what we can do or suggest to improve it.  In my own testing for instance the results are very similar to what’s shown below with the site loading in less then a second. 

Checked From                      Result KBytes            Seconds          Kbps

Sydney, Australia (5 Mbps)            OK       29.04  0.63    372

Chicago, IL (45 Mbps)                     OK       29.04  0.23    991

Washington, DC (3 Mbps)              OK       29.04  0.45    513

Los Angeles, CA (1.5 Mbps)            OK       29.04  0.45    513

Detroit, MI (5 Mbps)                       OK       29.04  0.23    991

Complete.

I’ve also been running these distribution tests the past 24 hours in hopes of seeing a slow load myself, though simply haven’t.  The slowest load I’ve seen in fact was just over 3.2 seconds last evening.  With these extremely consistent results and server logs showing our environment isn’t the issue, it’s definitely hard to conclude there is an issue, though I do want to ensure you that I’ve not ruled out an issue entirely as I understand both the complexities of hosting, but networking as well and realize we simply may not be catching what is an intermittent issue.

With that said, I do want to at least try and pinpoint the cause with you, whether in our network or with the datacenter, perhaps even external routing between your locale and the datacenter.  To do this, I’d like to ask that you please email me directly at ********************* with an account of recent times you’ve seen the slow loads.  Hopefully if we have some specific times we can reference those with logs and begin ruling out different variables that are involved.  If there are specific functions on the site that load slowly, I’d appreciate clarification on those as well, basically anything you can think of information wise would be appreciated. 

As I noted even though I haven’t seen a single slow load myself, I’m not here to point fingers or deny an issue.  Beyond resolving the slow site concerns, I’d like to also offer a 3 month credit towards the service beyond your current billing cycle.  The plight that was created when your account was moved between home directories I’m certain caused unnecessary alarm on your end, and I’m sorry to see that.  Though we’ve also taken corrective actions to fix those concerns, we also want to show our interest in righting this all with you.  Hopefully the credit at least signals that interest, but I’ll look forward to working with you directly and hopefully ensuring the site begins loading as expected.  I’ll look forward to your email! 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

10/28/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On *** **** **** Host Gator send me an email that stated that domains for just $2.95 each - I click the link and proceed to the site. The site again lists the price as $2.95 with an *, but nowhere on the page is there a reference to the fine print or details. I click the transfer button and the price remained there. I then added the items to my shopping cart and the price changed to $7.95.I contact the company by phone and they said that I was mistaken and that they classified that this offer is only for new domain. I said it does not say that anywhere on the page and that there is no fine print or reference to the * next to the price. They said there is nothing that could be done. The supervisor went on to say how "yes - I can see how this is confusing, but the price is still 7.95 not 2.95"

Desired Settlement: Offer the domain transfers for the price listed of $2.95.

Business Response: Good Afternoon,

We've had a chance to evaluate this complaint and while we are always sorry to hear a customer feels mislead, in this case it appears a few bits of information were overlooked. To clarify, there are 2 options when dealing with domains :

1. Domain "registrations" in which an available domain is secured for a customer.
2. Domain "transfers" where a domain that has already been registered with another company is moved to our company.

In the complaint there is mention that the sale came to our customer's attention via e-mail, which was sent as follows :

=============================================
Gators!

HostGator has turned 11! Special thanks to those of you who have been with us for much of that time. To celebrate our anniversary we are offering 50% off new hosting accounts and $2.95 domains.

You can purchase up to 100 domains, so don’t be shy!

Current customers can add second, third...sixty fourth packages but remember your current account needs to stay active to maintain the promo pricing.

The sale ends ******* **** at 11:59 PM Central.
=============================================

As shown above, we do specify "You can purchase up to 100 domains" with no mention of transfers made.

Additionally, we have included a screenshot of the order page from the day of the sale. Please note that the visitors originally land on the registration page, rather than the transfers page. The banner at the top remains on the transfers page, clickable to switch back to the new registration page. The asterisk ( * ) next to the price of $2.95 is specified at the bottom of the page to clarify that this is the price of registrations *per year*. This specification was necessary since the price at the top of the page did not mention time-frames and we did not want to give the impression domain registrations are permanent, but rather renewed yearly.

"Register a new domain today!
.coms starting at $2.95/yr*"

This customer has been with us for over a year and we're definitely interested in keeping the partnership going so we'd be glad to meet the customer half way in price between the desired $2.95 and the actual price $7.95 on up to 10 domains at $5.45 per transfer. As the price for transfers had never been lowered, and our e-mail to the customer made no mention of transfers, we hope Mr. **** finds this a reasonable resolution.

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. Please let me know how to reach out to you regarding the pricing you mentioned in your reply.

Regards,

**** ****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

10/21/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On ******* ** **** I attempted to make a payment on the Hostgator billing website. I entered my information and everything seemed to process normally, then the hostgator website locked up and then I received a message on their website "Card Error". I checked the account activity on my debit card and it showed an Authorization by Hostgator. Shortly after that, I received an email from Hostgator notifying me that my financial institution declined my card. I have contacted Hostgator customer support by telephone and online chat spending hours trying to resolve this. My debit card company requires the merchant, which in this case would be Hostgator, contact them by telephone or fax to release an authorization hold. They refuse to do that. Hostgator is able to see the transaction in their system, but the malfunction in their system will not allow them to apply it to my account. Spending hours on the phone or chat, the Hostgator support staff hung up on me because apparently, that is their solution to problems that are not easily solved. My debit card company says the authorization will clear itself after 15 days, but in the meantime my website is on suspension with Hostgator because of the malfunction in their online payment portal and their refusal to cooperate with my debit card company to clear the authorization which will free the funds for me to pay their invoice. If Hostgator has a policy to not contact debit card companies, they should at the very least allow my website to stay active long enough for the authorization on my debit card to clear. The customer support agents that I spoke with could not understand the simple concept that this was a Hostgator transaction error. My financial institution did not decline the payment which is evidenced by the Hostgator authorization hold tying up my funds. This has completly shut down my business. The main domain is ***********************

Desired Settlement: I would like my website activated immediately to allow time for the authorization to release or Hostgator release the authorization with my debit card company so I can pay the invoice.

Business Response: Good Morning,

Our apologies for the delay in response back to you through the BBB.  Thank you though for bringing this oversight to our attention for review and to ensure this gets addressed.  I'd like to first and foremost offer our sincerest apologies for the trouble this failed charge may have caused, though reviewing the ticket history associated with the account I'm not actually seeing that a request to our billing team to help resolve this was ever made?  That's unfortunate to see as this absolutely should have been something the billing team could have assisted you with, though regardless we're definitely sorry to see the issue this caused as you tried to make payment.  I would like to also mention that it's always possible to reach out management team directly via email at **********************.  We obviously work day to day to ensure hopefully this sort of contact isn't necessary to resolve an issue, though we're definitely always available and happy to help.

Looking at the account I believe to be in question, I do see that it was active currently which appears to be the result of a payment on *****.  Given the delayed response while I can't unfortunately undo any frustration this may have created initially, I did go ahead and credit the account for this current month's invoice which was due on *****.  I've also credited the account for the coming two payments, covering the ***** and ***** payments as well.  You'll want to keep your eyes on the account payment then come ******* ** ****, to ensure that gets paid as expected.  Otherwise at this time it looks as though everything should be in order from a billing stand point.  If you'd like to review the credits I applied, you can do so by logging into ******************************* then navigate to "Billing Details >> Account Credits" which is found on the left navigation bar.  Should you have any other questions or concerns regarding this please let me know! I can be reached directly via email 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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Hpstgator management, if you are not seeing inquiries in your system requesting this being resolved, then you may want to look at the possibility that your customer service agents have a way of deleting unsuccessful calls.  Thank you for the credits.  This issue could have been simply fixed initially and I regret having to resort to the BBB to get action.  Again, thank you for responding.

Regards,

**** *****

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

10/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was looking for a new hosting company to transfer **********************, and ********** to because ********* ******* has horrible tech support. In web site reviews Host Gator had good marks, so I decided to look into it.On their web hosting page it advertises "Free Weebly SiteBuilder and Website Building Tools" with a picture of ***** **** ******* next to it. It is reasonable assumption that the Plesk is one of the other website building tools offered since it pictures it.Instead of depending entirely on reasonable assumptions I asked a CS agent on chat that confirmed it and even told me it will take 24-48 hours before it is active. ***** **** ******* was a determining factor in my purchase. After I purchased the hosting plan I logged in I had to go under add-ons and select it, and was ALLOWED to do, only t get an e-mail later saying it is not offered even though it is represented on the website, the CS agent assured me it was, and I was allowed to select the option to add it to my control panel. I sent e-mails and chatted with a cs agent for over an hour on this subject without any resolved. They do offer this on their VPS Hosting, Dedicated Servers, and Reseller Package, which are higher in cost, but refused to switch me at no additional costs. The Reseller Package might have been the best thing to switch me to since I do plan on moving another domain to the site, so they might have broke even on this since the lowest reseller plan is about the price of hosting two websites. Only thing I want is what I was promised. They kept referring me to their knowledge base articles in the support section, but why would I go to support when I am looking to purchase. I did not need support until they failed to deliver, and I specifically asked for ***** **** *******. All I want is what I was promised, and what was offered. Like I said, even though they say they do not offer it in my plan I am allowed to choose it as an add-on option in the control panel

Desired Settlement: I have asked them to switch me to the Bronze Reseller at no cost for one month. If I like it then I move my other domain and start paying $24.95 per month, which is what I would have paid anyway. The free month compensates me for the trouble, and gives them the chance to redeem themselves and maybe gain a customer. I tried to work it out before submitting this.

Business Response: Hello *****,

I am glad we have had the opportunity to correspond regarding your noted concerns, primarily referencing Site Building Options. While I do understand that we were unable to find a technical resolution with which you were pleased, I do wish to reiterate our appreciation of your willingness to permit our attempt to clarify and provide various options to you.

It is my understanding that after careful review of the options presenting, you were able to identify an alternative plan which better met the needs of your organization and whose services you wish to procure at this time. In lieu of your decision, we are more than happy to accommodate your refund request and hope you will accept our sincere regret that we were unable to provide the most preferable solution for your needs.

Should you have any further concerns, you are always welcome to contact us directly, and we will gladly attend to your inquiry and help in whatever manner we are able. Thank you for your time, patience and understanding.
******* *******
******** ******* **********
HostGator.com LLC

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,

***** ****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

10/13/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I had previously talked with live chat regarding hosting a ******* ******, which is 100% legal, and the support said it was perfectly fine (even talked to super-visor). Then, after I migrated my site over to HostGator, the ticket technical support team said that they "don't allow gambling sites of any kind.".What's more, they said I am unable to host any more sites on their network. All my CURRENT plans are cancelled. I got NOTHING that I'd paid for, and did not violate their ToS.

Desired Settlement: I no longer wish to be associated with HostGator. The support is horrible, and a refund is fair since my 3 months were cancelled within the day.

Business Response:

Good Afternoon,

 

Thank you for bringing this situation to our attention.  It’s unfortunate that you didn’t reach out to us prior to submitting the BBB complaint, given you are in fact in violation of our Terms of Service hosting something we clearly communicated was a legal concern.  First and foremost though I’d like to make it clear that we don’t take false allegations regard our staff or their actions lightly.

 

You state in your complaint that both a support agent and a supervisor confirmed a ******* ****** were acceptable.  I’m unable to find a chat with a supervisor, which is concerning in and of itself, however our agent clearly provided you the Terms of Service as well as a knowledge base article outlining we will not hosting gambling sites.  During the chat you seemingly attempt to dance around the situation with semantics arguing that ******** aren’t real currency.  That’s also not correct, though at the root of this is a gambling site, which our agent also suggested you reference with ******************* if you had concerns, which obviously you did.

 

In this sense, I don’t believe our staff misled you in any way shape or form having clearly outlined and provided you a url to the TOS agreement, which you acknowledged you read and agreed to during signup. 

 

As for all your current plans being cancelled, that also doesn’t’ appear to be the case.  I’d be happy to offer you a refund towards any of these accounts though as appropriate if you’d please just clarify the situation with me directly via *********************.  I apologize that it’s not entirely clear on my end, but I’m simply not seeing tickets stating we intend to close your accounts, nor keep your money as you’ve stated is the case.  I’ll look forward to your email and hopefully getting you whatever refunds are appropriate at this point.

 

Best Regards,

 

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

 

Hostgator.com LLC

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

10/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Extremely deceiving fee structure of their service (web-hosting), and an extremely complicated system for consumer to opt out or cancel their subscription. Plus, lying customer reps. would do everything to disturb or not execute cancellation process. I have been trying to get my refund for over 4 weeks, still been lied to when I called them.

Desired Settlement: Refund

Business Response:

Good Morning,

 

Thank you for bringing this situation and the trouble with your cancellation to our attention.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you.  Having had the chance to review your recent support history and phone calls with us I feel I have a good idea of what’s taken place, though I’ll address your concerns as listed.

 

You first note that we use a deceiving fee structure, however I think our website makes it quite clear that we allow a 20% off discount on your initial invoice, regardless of what term you select.  In your case it appears you selected a single month, meaning the price went back to the normal price of $9.95 the second month.  I apologize if that wasn’t totally clear at the time through the site, but it’s notated in several locations as you walk through the order process.

 

Moving to your frustration with the cancellation process, I’d like to clarify that we do outline that process fully in our Terms of Service which we require you accept at signup.  Having clicked the box we would assume that you’d have read the actual agreement in full, however if you didn’t which appears is the case, I’d like to also note that the first two calls you had in regards to cancellation involved our staff walking you through the full process.

 

It seemed from the calls that you had some issues submitting the ticket due to the information it required on the form, but after the duplicate tickets were sorted out we did attempt to assist you promptly with the request having reached out several times over the first 72 hours.  From your ticket responses, it appears as though you believed submitting the form would cancel the account fully, however to clarify as was noted on the form itself we do need to confirm the request with you directly prior to terminating the account which can take up to 72 hours. 

 

Several days past that we did get your response finally and cancelled the account on ****, stopping future invoices from occurring.  Accounts are cancelled as of the end of their current cycle, which our TOS outlines in detail, though I don’t see the account was requested to be cancelled immediately and refunded, which is also never an issue.  Assuming the account was cancelled at this point, no further contact was made with you till you contacted us again on ****.   I’d like to also make it clear that there were no calls in our logs from you between **** and ****, as you state you contacted us several times and were lied to which doesn’t seem to be the case reviewing calls from ***********.  While I do sympathize with the frustration and inconvenience the process may have caused given you were unaware of it having over looked our TOS, we certainly do not take false allegations lightly.  Hopefully this isn’t your intention and you’ve simply called from a number other then that listed in billing, however if you’d please provide me any details regarding these calls I’d like to look into them further.  While I don’t believe our staff would have lied to you over a simple refund, all the same it does deserve a full review.

 

As of **** you finally communicated you’d intended to cancel the service outright as of that time and wished for a refund to be provided.  Our staff got that taken care of for you and a full refund for the hosting account was issued by a senior retention agent.   I would assume hopefully at this point that you’ve received the refund given those typically take between 5-10 business days for the card issuer to process having been refunded on ****, though if you’ve not seen the refund at this time please let me know and I’ll look into this directly with our credit processor.  If you have any further questions or concerns please feel free to email me directly at *********************.  I’ll look forward to any information you can provide regarding the dishonest calls as well.

 

Best Regards,

Hostgator.com LLC

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

10/11/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I asked for my billing account closed because I was no longer an active customer. This is the response I got: I do apologize, but we are unable to completely remove your billing account from the system.

Desired Settlement: Remove my billing account completely because I do not want to deal with phantom bills (like I dealt with last week) for packages I am no longer subscribing.

Business Response: Good Morning,

The billing account has been cleared of any personal information at this point that can be used to contact you.  I cannot remove the client ID unfortunately, however everything else has been redacted that could be used to contact you.  More importantly though the credit card was removed as you'd requested when you initially contacted us.  It's unfortunate that you didn't bother to inquire further after our initial response given I could have resolved for you, at this point given you clearly don't believe what we've told you please feel free to try and login to ****************************** where you'll see your login no longer exists. 

To further support the removal of your account information and login you'll note that you're also unable to reset the password on your billing account(**********************) as well, given the email/login no longer exists.

If you'd please try and reset *********************** at ******************************************* you'll see the following 'Email Address not in our system' supporting that we've complied with your request.

If there's anything further I can assist you with please let me know.

****** ******
******** ** ******** *******
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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ***


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

10/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After a complaint, with the services, and get my financial information disclosure over the social media (they disclosure the status of an un paid account over the Social Media).This services is Related to a TradeMark in process to be register.*** ****** ****** who is ******** ** ******** ******* have send me an email saying:"Reviewing your concerns with the tweet we will unfortunately not be able to provide you an apology directly via *******. The staff member that sent that actually brought it to my attention right after it occurred so it could be reviewed. Given he was working with you at the time and it was clear it was a misunderstanding it was removed."he also recognize:"While its unfortunate that he made an incorrect statement, I really dont believe it was intended with any ill will, nor is ******* a proper forum for the conversation which really falls on both parties."and after this short description he says:"That brings me to my main concern which is why weve regrettably come to that conclusion. Over the lifetime of your account, I see that youve had between 150-200 live chats with our staff. A great number of these have been escalated to supervisors unnecessarily, which unfortunately inflates the support cost substantially over time."and because of that:"This is an unfortunate crossroads to meet at, however we do want to part ways with you as hassle-free as possible. Ive had all your accounts archived and backups made available for you through an easy download link. Id like to provide you 72 hours to retrieve the data prior to suspending any accounts"This is putting some of our clients what we handle they accounts in a really back position because of they having they to migrate and losing several thousand of dollars in configuration of software in a server, what is under my name but is not of my property.

Desired Settlement: I want Hostgator or give as second chance to continue the business relationship what we have from over a YEAR, or provide me no less than 6 months to migrate all our accounts what are more than 60 accounts and due the numbers and the high number of request of clients we have will be impossible to us to handle in a short period of time.

Business Response:

Good Afternoon,

 

Thank you for bringing this situation to the attention of the BBB for review and I’ll be happy to assist you with the matter, given I’ve actually been in communication with you the past few days as we close your account and part ways.

 

While I wish it were possible to continue doing business with you given it’s never pleasant for either party to part ways like this, as I outlined via email to you on Friday we will be unable to continue providing you services, based on the history of abuse towards our staff(which continues to this day), constant legal threats when you aren’t happy with a support decision or outcome, and what’s more recently come to my attention which is our primary concern in regards to your overall cost to support. 

 

Given we are a business and are currently losing money on your accounts, even looking beyond your repeated abuse issues, we’re simply not interested in providing you services at a complete and total loss to our company given it doesn’t make financial sense for us.  Please also note that we reserve the right to decline service to anyone, which includes but is not limited to account suspensions and closures of this nature as necessary and at our discretion.

 

Even more unfortunate is the fact that none of this should be news to you, as I know I’ve personally handled your account on at least 2 different occasions previously, having warned you regarding the abuse towards our staff.  Not to mention the half dozen to dozen interactions I’ve had brought to my attention this year from our supervisor staff, which I’ve not gotten directly involved with.

 

Finally, I wanted to address your concern with allowing 6 months to migrate your accounts.  We simply cannot allow this given the support costs involved, and while I understand 72 hours is a short window of time to migrate your business, this is ultimately the result of your own actions.  I’ve also communicated to you via ticket # ************ that I’m willing to allow you up to two weeks to migrate the data as long as you keep me updated every 72 hours or so on your progress.   Once your data is migrated and the accounts are closed, I will then offer you a pro-rated refund towards whichever services I can refund you.


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

Consumer Response:


The business have not provide me a refund for the money I have pay, have cut any response to my lawyers, and also *** ****** ****** have continues harassing me, I have provide Hostgator.com llc  the pertinent information of my lawyers by till today they have not provide my lawyer any answer about or refunds.

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.

Regards,

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


 

 

Business Response: Good Morning,

As has been confirmed to you on ***** ***** ****, and several times again yesterday on **** in ticket # ************ our accounting team did in fact mail you a check, in the amount of $248.95 to cover the refunds we promised you.  Though it's unfortunate to have to close an account and refund a customer due to their own abuse which was on going towards our staff and myself even through yesterday on ******r, I can assure you at this point as supported by the **** tracking system that you indeed did receive the refund check contrary to your argument yesterday that we'd not provided you a tracking number.

To be absolutely clear, that check # and tracking # were provided to ****************** where we were told to send future communications.  I'm not sure why your attorney would have kept that information from you as you noted yesterday over the phone, when you claimed we didn't provide this information, though that's an issue for you and your legal team to resolve.  I've included the tracking # with ****.com, the check # and the address we mailed your check to below.  There is also a screenshot supporting the check was delivered to your address.

Check number ***** dated ******* in the amount of $248.95. Certified mail tracking number is **** **** **** **** ****. 

Response after we emailed you confirming we'd send the check to your billing address on file which apparently wasn't correct, though admittedly what you entered in the system:

As the check did indeed get sent to the address above as you requested, we'll be considering the matter closed at this time.  If you have any further questions or concerns beyond this please feel free to contact ******************* given your claims that you've filed a case against us, which is not something I can assist you with further.


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

BBB Comments: BBB determined the company made good faith and reasonable offer to resolve the issues, but the consumer did not accept the offer.

10/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello Admin, I have buy one reseller hosting package from HostGator on **********, Here are details.******* *** ************* *** *** *********** *** *********Amount Paid: $119.76After to buy I move my all domain on this hosting, But from the start day Hostgator team said its take 24 to 48 hours, Then i wait 5 days but no website is working, After 5 days some website working but there was still Data base server issue , I have submit too many tickets and also contact on live chat and Hostgator team reply me. (This does appear to be an issue related to user connections on the server. From the logs it appears that it was taken care of by our monitoring department. However I am unable to determine if it has been completely repaired permanently. We would ask that should it happen again, please let us know immediately.)Hello, The last "Too many connections" error I see was a 3:50am. I do see several restarts of Mysql daemon from 7:48am to 8:13, and none since. Since these would have overlaped with your access time it does appear that the cause of the error was that it was being worked on during that time. I can not reproduce the problem at this time, so hopefully the issue has been fixed by our monitoring team. Should you notice additional issue please let us know. If yo have any questions or concerns please don't hesitate to contact us. Thank you. **** ****** ***** ******* ************* HostGator.com LLC **************************** And many more, Finally i don't get good services from this company , And I send request to refund me my amount and Hostgator have policy for full refund in 45 days. Now i ask for refund but no can give me any time, And Hostgator said its take 15 days, Its not right, I already lost to much visitor due to this company my all website's are down , Now i need refund from this company please let me know if you can help me for this?Here are ticket's Id which i have submit for error.************************************I am waiting for your response.

Desired Settlement: Now i have submit request to refund my amount here is ticket ID.************Please please please help me to get my refund from this company, I am sure i will get positive response from you. Thanks

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 ********* ******* ** and assigned ID *******.

Its issue resolved, Hostgator have sent me my refund, Thanks you so much for help.

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

10/4/2013 Problems with Product/Service
10/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been in contact with hostgator repeatedly regarding a ticket that has been open since ****** *** ****. I have sent them many messages and they have assured me that they would fix the issue. The issue is I was buying a website name and I was charged 4 times for one name. The problem with the site is that when you pick the name and hit add to cart, you cannot see the whole name to check and make sure you have not made a typo until after you hit submit. Then when you get to the next page, to check before you proceed, the payment has already gone through from you adding it to the cart. So when I noticed the mistake, I started again and it kept charging me for each name added to cart. This is not right and I asked for a refund since I only bought one name. They only refunded two and when I asked about the third, they tried to blame my bank for taking so long. Then after 5 weeks they finally looked into it and realized that it was their fault and they said they would issue this within 3 - 5 days and it has been 4 more weeks since then. I have contacted them on numerous occasions both in a live chat session as well as an open ticket. They lie to me and tell me they are going to have it fixed every single day and every single day it is not fixed. In the open ticket, they ignore me like they cannot see the ticket at all.

Desired Settlement: I would like resolution please. I would like the refund issued and also their website fixed so this does not happen to other people. Having myself charged 4 times instead of one, allowed other payments to bounce that was supposed to come out of the money on my credit card.

Business Response:

Good Afternoon,

 

Thank you for bringing this situation to our attention.  While I can definitely understand the frustration this may have caused, reviewing our site from my location as I attempt to replicate the issue I’m unfortunately not seeing that the domain name is cut off as you state was the case on your monitor.  That seems as though it would likely be the result of a smaller resolution on your monitor then the site was designed for, however is hard to say without further clarification.

 

As for the refunds, I do see that you were refunded 3 of the 4 payments as requested, which though complicated due to the nature of one of the refunds involving 3 payments, some of which were rejected by your bank as duplicates, did get sorted out finally.  I do apologize that took the time it did, however communicating with the card issuer and your bank did regrettably take longer then we'd hoped.  Per our records and further review today with the payment processor and your bank it would appear you received $38.85 in refunds as expected.  If that’s not the case please feel free to email me directly at ********************* and we’ll get that addressed for you once and for all.

 

As for the site issue, if you’d please just email me a brief account of what happened hopefully we can confirm that was a monitor resolution issue and work with development to correct this.  It shouldn’t be an issue for the site itself to check your resolution, and modify the style sheets accordingly to display everything properly, should we find this was the case.  I’ll look forward to working with you towards a resolution.

 

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,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

9/29/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Hostgator billed my credit card twice without authorization. Hostgator has refunded one of the two charges, but after three weeks, Hostgator has yet to refund the second charge. Several requests have been made to Hogator to refund the secnd charge, but I have been lied to each time by multiple employees as to when this charge will be refunded.

Desired Settlement: a complete refund of the $178.20, plus compensation for the additional interest charged by my credit card company, plus $1,000 which I am billing to them for all of the time I have spent on the phone, writing emails, and on chat with Hostgator employees trying to get this resolved.

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 it’s definitely no problem to look into this further for you.

 

Reviewing your recent tickets I see that you were indeed overcharged in error.  Looking over the various tickets to our billing team I don’t believe that was intentional in anyway, though I definitely apologize for the less then speedy refund, as that should have been taken care of immediately once made aware.  To confirm it appears both charges however have been refunded as of *********.   I would assume that you’ve likely received those at this point, however at times it can take card issuers up to 8 business days to process these reversals, so most assuredly you will have received those by weeks end if not already at this point.  I've also worked with involved staff and their supervisors to ensure these short comings aren't repeated.

 

In regards to your request for compensation towards interest on a credit card, or the $1000 you’d like to bill for your time, please understand we’ll be unable to consider this request, as we’re not liable for damages incurred through use of our service, which is outlined in our Terms of Service agreement(******************************* * **********)   I also  believe it’s worth noting that no legal system in the world recognizes a professional's ability to recoup their hourly fee simply because you may have wasted their time in their opinion.

 

With that addressed I would be happy to offer a credit towards the service if you wish to continue using it given the trouble you faced, however from communications made from your end in ticket responses I’m not entirely clear if that’s the case.  Hopefully we can work to an amicable resolution via a credit gesturing our interest in righting this, and then move forward as we continue doing business, however I also definitely understand the frustration and wouldn’t fault you whatever your decision may be ultimately. 

 

I’ll look forward to continuing our discussion and will follow up with you directly via email so we can determine whether a credit is best suited to the situation or if you’d like a full refund at this point.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

9/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Virtual Private Server hosting service from HostGator and have been their customer for many years. Within the last two months my servers have been down multiple times for many hours and I have received absolutely horrible customer service from them. Examples include being on hold on the phone for 2:30 minutes, my servers being down for 8 hours at a time, HostGator coming up with excuses to force a more expensive package to me (even though my servers are only 2% utilized at this time).

Desired Settlement: I would like to receive a full refund for the my hosting for the past two months.

Business Response:

Good Morning,

 

Thank you for bringing your recent troubles 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 it’s definitely no trouble to look into this and ensure our staff is doing everything possible to help ensure your *** service is stable, but also explain what’s going on fully so you have a better understanding as well.

 

Reviewing your recent ticket history I see that you’ve experienced some downtime recently just as you’ve noted, however I’d like to clarify these as there seems to be confusion over the uptime guarantee as well as your responsibility as the *** owner to ensure your sites’ resource utilization is kept under control in regards to a Terms of Service violation you received recently.

 

The first of three downtime tickets I found recently involved a network outage at our datacenter on ********.  Once we became aware of the outage that morning we immediately went to social media as well as updated our website stating there was an issue and it was being addressed as quickly as possible.  I see that you requested a credit per our 99.9% uptime guarantee on ***, however I’d like to ensure it’s clear that this dedicated environment is not covered by that 99.9% uptime guarantee which applies to our shared/reseller environments, but the network uptime guarantee that covers our dedicated hosting servers.  This is outlined in Section 9b of the Terms of Service agreement located here:  *******************************

 

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.”

 

Additionally, we have more information in our Knowledgebase article highlighting the uptime agreements:  ************************************************************************************************

 

So while technically the *** should have been credited on a pro-rated basis for the hours down per the uptime agreement that applies to dedicated environments, we actually did go ahead and provide you the full months credit.  The outage was not something we ever planned to happen, or intend to repeat, however we knew it affected thousands of users and as such did the right thing offering a full month credit which we hope shows our interest in making right on the matter.  We are sorry though for the trouble and would like to report since that occurred we’ve spent a great deal of time and money upgrading the datacenter so this won’t be repeated again.

 

Moving to your more recent concerns I also see that you recently reported the ***  as down in ticket # ************(tickets attached as .doc files) as the server went OOM, which means it’s memory was exhausted fully.  When this occurs the server goes into a cool down having to kill processes and possibly services depending on the severity.  You were provided logs showing this activity from the server, though you contested this data wasn’t accurate.  At no time in the tickets however did you provide evidence to support your case.  I apologize that we may not agree, however you are correct in that these data outputs are copy pasted from the server as you noted in one ticket response.  We’re not making up these explanations or falsifying reports to be 100% clear as the server logs show.  Please understand that we’re trying to assist you and in no way offer this information to place blame unto you from ourselves.

 

Prior to proceeding to the second ticket, I’d like to take a moment to make it clear that your responsibility does not end with a *** after you upload the site and begin directing traffic at it.  It’s your responsibility as the account holder to monitor the container and ensure influx in traffic volumes isn’t suffocating the environment due to resource over utilization, which has become a trend on the server it seems.  While I realize it’s easy to point fingers at our staff, you need to be aware that you do have a role in keeping the server stable and online.  I see that our staff has on several occasions recommended that caching be configured on the sites.  You however continue to contest where the problem lies, overlooking what’s in reality a very simple solution to implement. 

 

This brings us to the final ticket and what I believe resulted in you opening this BBB complaint.  Though I do absolutely sympathize with your frustration, please realize we have a duty to maintain the *** node your container is hosted from.  Your recent ticket # ************ was in no way the result of our staff trying to force you into an unnecessary upgrade.  Simply put you’ve disregarded our advice to correct the issues via our recommendations, and as a result violated our Terms of Service agreement with over usage of the CPU.

 

This unfortunately affects other *** customers on the hardware node and is not something we’re going to allow to continue un-checked as it would also eventually bring down your *** container as well as the rest of the node.  In the same way we took action against your container, I don’t think you’d like for us to let another users go without being checked when this occurs, so we hope to make it clear that this was done for the nodes good.  Had the site’s resource utilization been kept within reason it wouldn’t have occurred and was entirely avoidable with proper server management occurring.  I’d like to make it clear to the BBB as well in this ticket that you spent a great deal of time questioning the validity of our actions, when you were clearly provided server output explaining the CPU usage.

 

We also broke everything down in an effort to explain why the suspension occurred, however never received a response beyond that on ****.  If anything is still unclear please let me know and I’ll be happy to ensure our upper tier staff work with you to make sure this is avoided going forward.  As for the customer service offered however, after my review I really believe our staff did an appropriate job assisting you.  They presented details initially to support their case, and then expanded on that further once more details were requested.  In return though we received nothing  but arguments and slander towards our staff, which really isn’t conducive to resolving the issues.

 

Finally, as for the refund you’ve requested, we’d regrettably be unable to provide you that since we credited your service in ****** due to the outage I discussed.  You’ve also not paid your ********* invoice as of time, which means I can’t refund it to you.  In the interest of moving things forward, now that I’ve clarified my concerns and hopefully explained your responsibilities as the *** owner I did go ahead and credit the ********* invoice for you.  This means you won’t have a payment till October, affectively crediting you the past two months of service.  Hopefully through communication we can avoid any future downtime issues.  Please don’t hesitate to contact me directly if you do run into any concerns, or just have questions after the recent TOS/CPU ticket.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

9/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I would like to file a complaint against Hostgator due to the company does not work with people who have had fraudulent activity against them involving this company. A charge was completed through my account and I wanted to know who had purchased services through this company. I contacted the company twice; first time saying with some information I could find out who did this and when I contacted them the second time with the information; I was told they could not release the information. Someone stole from me and I have a right to know.

Desired Settlement: I want to know who made a fraudulent charge to this company using my money. Thank you.

Business Response:

Good Afternoon,

 

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. We appreciate awareness on it though so we can work with you to address the concerns and hopefully help pursue the individual responsible for the fraudulent charges.

 

As our staff has stated though, regrettably we’re unable to provide you the details fraudulent account, given the possibility and constant concerns we face with Identity Fraud in our society.  I realize that may seem a little insane given their actions and use of your credit card making you a victim, however if you wish to report these transactions to the authorities, as we do to pursue the matter and individual, please rest assured that we do cooperate with law enforcement agencies in this regard.

 

To clarify further you’d basically just need to file a local law enforcement report at which time they’d likely be in contact to retrieve the necessary information from us, which again we’re happy to provide once requested through the proper channels.  This simply ensures that both our own interests are protected, as well as possible future fraud that could result through release of the information and does ultimately keep every party’s best interests in mind.

 

Hopefully this explanation makes better sense of our staff’s response back with you, however beyond just the explanation I’d like to ensure we have contact and can assist you as best as possible with this.  I took a look in our ticket email system for your provided email address however actually didn’t see a ticket #.  I’ll follow up with you directly as well via email, and hopefully through correspondence we can ensure the fraudulent payment was in fact refunded properly, but also that you’re supplied the information as promised above once the proper steps are taken to pursue the matter.  I’ll look forward to your email and hopefully getting this all squared away!

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

9/18/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Hostgator Ticket numbers: ******** and ********We bought a domain from hostgator years ago. At that time Hostgator's domains were with Registry Rocket and were registered with ****. But from our side, we went to Hostgator.com and clicked on buy a domain. It came up for renewal in **** this year. There is no way to pay for this domain on ****. We can "manage" some basic stuff there but not pay for its renewal, so we are forced to rely on what turns out to be a clunky manual system of communication between Hostgator and ****, where they do not even appear to know when something has been paid even when it has been done on their own online billing pages.On **** *** **** Hostgator sent an email saying that the domain was up for renewal to my husband. It said that if he wants to renew it, he should respond to the email and he did. Hostgator then sent an email to him saying that once he's paid it he should respond to tell them. On **** *** **** they emailed me (as the billing contact) a link to the invoice, and said to pay it at ****************************** and stated "Once paid no further action is needed and your account will remain active". I am the one in the family who is responsible for paying it (which is why I set myself up as the billing contact) and so I went online and paid it on ********* and thought it was taken care of.However, we discovered today that Hostgator never renewed the domain. They say that despite the email that said "Once paid no further action is needed and your account will remain active" (which was the only communication that I received from them about it as the billing contact), we should have notified them that we had paid it. Hostgator says that we should have ignored that email as it was "generated automatically".They say now that the domain can be redeemed for $90. In our latest communication a Billing Supervisor suggests that they can pay $45 and we can pay $45. However we still find this unacceptable because it is wrong that we should have to pay it.

Desired Settlement: Redeem the domain that we paid for without us having to pay a redemption fee.

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 we do certainly appreciate the opportunity to look into this and ensure we're making right on the situation.  I'd like to apologize as well for the delay in response, however you may have noticed your domain was already pulled from redemption and is functioning again as of this time.

Looking into your tickets and the issue at hand as well, I’ve actually made recommendations to our Billing Director to improve the renewal process previously due to your domain being under ****’s control as opposed to our ********* registrar.  We’re currently awaiting our development teams completion of the work in our billing system, though look forward to a streamlined renewal process very soon, which should void any future confusion that resulted here.

Moving forward if you have any further questions or concerns with the redemption/renewal please let me know.  I’m always happy to get personally involved should you run into trouble with either the service or support itself.  I can be reached 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 is satisfactory to me.  Hostgator's Customer Service Director has resolved the issue.

Thank you very much!

Regards,

 

***** ****

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

9/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hostgator made a change, without any notification to me, that causes several websites to go down for an extended period of time. Hostgator was continually asked for proof, and the only thing they were eventually able to provide was a log confirming that their own email servers are setup incorrectly. Upon contacting them, they kept insisting it was my error and fault (remember, this has been working for over 5 years at this point). Finally, they admit to a change on their side but still deny any fault. Multiple requests for upper management have been denied. Despite multiple requests, and an SLA, they refuse to offer any credit.

Desired Settlement: There needs to be a significant credit issued, as well as Hostgator admitting fault. **** ****** needs to admit fault and apologize for this incident. Hostgator also needs to implement a system to contact upper management, as there comes a certain point when its obvious that lower level people either have no clue how to address a problem, or don't have the authority to do it.

Business Response: Good Morning,

Thank you for bringing your recent troubles with our mass migrations to our attention.  I appreciate the opportunity to have worked and resolved this with you through our ticket support system as well this past week, however I apologize for the delay in response back with you here.  As I noted when we finally resolved the issue through our support system, I’d be following up here with the BBB to provide an account of what took place, what we did to resolve this and how we compensate you finally for the trouble.

While it’s unfortunate that your situation and ticket didn’t make it’s way to me a little sooner, it’s definitely clear after my complete audit that you went for quite some time battling our support structure in regards to the fact that you did experience downtime and didn’t actually receive our email notices which contained important information you would have need to avoid the downtime.  After much frustration however your ticket did finally get to my customer service team, who after their initial frustrating response passed the issue to myself where we finally stood back and took a look at the big picture.

It’s unfortunate that it took as long as it did, though I think to some extent that’s the pride of the IT industry getting in the way.  All the same, when we’re wrong we’ll definitely admit it, and I appreciate your persistence.  It brought to light an issue with our ticket system that we were unaware of during the migrations and has since been corrected.  The problem itself to clarify in some cases would prevent proper delivery of mail, meaning in the case with *****, her email notices bounced and weren’t received.

We’ve since sent tests, which I’m working with her directly to ensure are in order at this time.  Beyond resolving the technical issue though, I did also credit her for a year of service as requested.  While I can’t compensate the losses that may have been incurred through the downtime, it’s our management teams hope that the credit signals we are indeed sorry and working to improve when we do make mistakes.  If I can offer any other details on the situation please let me know, otherwise I’ll stay in touch with ***** directly via the support ticket.

Best Regards,
****** ******
******** ** ******** *******
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.

My biggest complaint is the initial refusal of the company to admit fault (they have now agreed that their systems failed in this scenario) and the lack of involving upper management.

While I now have contact with upper management, I do hope that the company has taken steps internally to more quickly get other customers in contact with upper management when they have issues that they are unable to resolve, or even admit to.  While I rarely expect an initial contact to admit fault, at the point a customer shows a problem they should always be put in contact with upper management so that the problem can get past canned responses.  A company should never assume that their systems are infallible.

Regards,

***** ****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

9/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hostgator has offered me bad customer service, extremely slow technical service and trouble with each issue that I've had building my website. Hostgator claims to offer templates for building a website. They do, but in 50% or more cases, they're not compatible with some plugin or service that one needs to continue to build his or her site. Hostgator has tried to charge me to use their memory after a plugin related issue caused my website to be reconfigured. Hostgator has presented several issues with signing in to my ********* account dashboard, and several issues signing in for technical assistance. Hostgator, has ignored issues that I've had with my account, as well as, now tried to corner me into paying for the services of a website developer. Hostgator is also false advertising with the post of services to use for building your site, as if they come with a package service, however, there is an underlying fee.Although Hostgator offers a 45 day money back guarantee, 45 days is not enough time to check out the service, find proper widgets to build the site, nor present the site for market testing.

Desired Settlement: I would like to request a refund of $14. 95 per month, for 6 months, equaling $89.70 for the amount of time they've wasted in customer service, false advertising, for the inability to be able to create the actual website with the tools they present as free, and for the incompetent technical support I've received for the last 6 months.

Business Response:

Good Morning,

 

Thank you for your bringing your concerns to our attention.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience our company has caused you, however after a review of your complaint and ticket history it appears there’s a bit of confusion of the service we actually provide.

 

Once again I’m sorry to see that you had trouble getting your website up and running with the provided templates and site builders, however it should be noted those are offered primarily as a courtesy to help get you up and running.  Our service itself primarily is web hosting and providing the actual server space where your site is hosted from.  Web design which seems to be the focus of your frustration is unfortunately not something we directly support or offer at this time.  I do apologize if you were under the impression our support would help assist you build a site, but that’s really something better suited for a web developer.

 

In regards to issues you state our support neglected to assist you with, having audited the full support history I’m not finding any instances of that.  If you’re able to provide more details I’d be happy to look into this further, though our staff did help you promptly and professionally in each support ticket opened.  As for issues with recommending an upgrade after you experienced memory issues with your software plugins, that’s simply a recommendation, not necessarily the only means by which to solve the problem.  We also recommended changes that could be made to your site configuration that may help better manage memory function to be entirely clear. 

 

Beyond that you note having had issues logging into *********.  Reviewing that ticket, it’s clear that was entirely the result of a misconfiguration with your ********* plugins and more specifically a security plugin you added and got locked out by.  This had nothing to do with negligence not he part of our staff, so it’s unfortunate to see it reported to the BBB in this way.  I’m happy to provide these ticket interactions as well should they be necessary to prove this point.

 

Finally, while it’s unfortunate to see things get off to such a bad start, to some extent it needs to be made clear that your site software really is something you should be taking responsibility for.  We’re always happy to help look at custom code or third party content management software like *********, but at the same time our primary support function is keeping our hosting services stable and available online at all times.  I’m sorry if you were under the impression we’d help build the site, but that’s simply not a service we provide. 

 

At this time per your cancellation request that was filed last week and is in process, I’ve notated the request and ensured you’ll receive a full refund for the services you paid for since ********.  Hopefully that’s an agreeable resolution to your concerns and I’m sorry this didn’t work out, but in the end we do stand behind the service and if you’re not happy, it’s never an issue to give you the money back, regardless of where this lays outside the 45 day money back guarantee.

 

Best Regards,

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

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

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 ********* ******* ** and assigned ID *******.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments:  Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

9/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am rather disappointed with HostGator and their recent billing of my check card. Back on or around ********* I had purchased two domains from them and entered my card information for payment. It wasn't until late this week that the payment came through to my account. I never received an email with an acknowledgement of my order or a receipt for my records that has caused me a severe financial hardship as a result of their error in failing to provide me with a sales receipt of the items I purchased so that a record could be made in my financials.

Desired Settlement: I am gravely disappointed in their practices and would like to see better handling of their billing in the future, and an act of good faith on their part to reconcile with me for their error in failing send provide a sales receipt.

Business Response: Good Afternoon,

Thank you for your response back to the matter.  I can definitely understand your concerns and the points you've made and actually since my past response have looked further into making emailed invoice receipts a reality.  While we do outline the reasoning for the functionality within our TOS and avoid mailing receipts due to environmental concerns, it's absolutely not an issue to send an email confirmation when payments are made.  In all honesty that's not something we've really ever had requested or brought to our concern as an issue, though I appreciate your effort to alert us and definitely believe we can work to improve our billing practices as a result of these communications. 

Beyond these improvements however, I do apologize as well for any ill will that was communicated through the lack of a billing adjustment, as that was certainly never my intention.  While I was aiming to simply offer an explanation and hopefully get more details so we could look into the delay with the payment and prevent that in the future, I also recognize the impact such a gesture like that can have to right a situation, so I apologize my focus prevented that from happening.  All the same, I do absolutely want to leave you with a good impression of our company and support going forward and did adjust your billing to extend your annual cycle out an additional three months.  Your next renewal will then take place in **** on ****, as opposed to the original renewal date of ****.  Beyond that if I can assist you further with the service or support itself please let me know, otherwise we'll look forward to getting your input over to our development team so they can work to add email receipts post payment in the system.

If you have any other feedback/suggestions, please feel free to email me 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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ******** 

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB

8/29/2013 Problems with Product/Service
8/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I stop services with them in ******* ****. They didn't charge for months. Then in ***** they deducted $22.00 from debit card. I didn't authorized it. I didn't use it after ******* . My domain is *****************************

Desired Settlement: refund $22

Business Response: Good Afternoon,

Thank you for bringing this situation to our attention.  I'd like to first and foremost offer our apologies for any frustration or inconvenience the cancellation process has caused you, however it's definitely not a problem to review the matter and ensure it's corrected for you.  Looking into this further, I unfortunately have been unable to locate an active or cancelled hosting account with the primary billing email address ****************************  I did find an account that was signed up in ***** ** ****, however that was never verified when our pending department selected the account for additional verification and the initial $21.71 was reversed back to the card used for payment.  Beyond that though I'm regrettably not finding the account you note was billed in ***** of this year.

If you could please either clarify the primary email address on that account and/or provide the ticket # referencing your cancellation request back in ******* I'd be happy to ensure you're refunded appropriately if you were in fact billed.  I'll look forward to your response and please feel free to contact me directly via ********************* which is probably the fastest way to resolve this directly with me!

Best Regards,


Consumer Response:

 

the business asked further infomation on this the email i used ************************* THEY ASSKED FOR A TICKET ID  ITS 

Ticket ID ************.  i STILL REQUEST THE REFUND.  Thanks

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/23/2013 Problems with Product/Service
8/23/2013 Problems with Product/Service
8/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Originally, I wrote to ***** ******* stating my account was hacked and was transferred somehow to another domain host. I was lead to believe this by the people at hostgator when I spoke with them on the phone and through email. Also, I was told to contact who now owns the domain name "click registry". I called Hostgator back to see if they can get a hold of them as I had no progress. I was told over the phone they could not help me. Since I was told each time that they could not help me, I took it upon my self to do some searching. What I found was appalling and was done in bad faith. I found that indeed Hostgator transferred my domain name with out my authorization (FOA) to ***************** then they transferred it to ********** and it was then transferred again to ***************** (aka click registry). I wrote to Hostgator regarding this and was told the transfer was due to the expiration date of **** ** and payment was received 8 days later. Fortunately, I kept all my billing emails that I received from them. That email was dated **** ** I paid the invoice on **** **. Also, on that email it stated "Once paid no further action is needed and your account will remain active". I have yet to receive a response from them. Where was the good faith. I would like them to get me back my domain name. I have been billed annually $174 since **** for the domain and hosting services. Even more appalling I have been billed automatically even since after that transfer took place!

Desired Settlement: Not only do I want my domain name back (as in I pay for it I own it) I want a refund of hosting services that were not even applicable due to not having a domain name!

Business Response: Good Afternoon,

Thank you for bringing this issue to our attention for review.  I’ve had the chance this morning to look into the renewal of *************** further and would be happy to both explain why this occurred, but also work with you to hopefully register an appropriate domain name as well as refund your hosting fees for the service during the time you went without a domain name.

Having had the chance to review your ticket history, I see that this entire situation actually began in ****.  On **** *** **** you were sent a renewal notice for the domain name.  That seemingly was overlooked however as I see that payment actually didn’t occur until *********, which was 8 days past due.  Due to the nature of the renewal being past due, we actually outline in our Terms of Service that all domain renewals should be confirmed in writing to our billing team once paid.  That ensures the process proceeds without issue and that your domain name isn’t lost, as is the case here.

I believe this information was presented to you initially in ************ when you brought the matter to our attention, however for clarity sake I’d like to include it below as well:

*****************************4  Section 4.) Payment Information
“Subsequently, domain renewals are billed and renewed 30 days before the renew date. It is the customer's responsibility to notify our sales team via email at s****************** for any domain registration cancellation. No refunds can be given, once a domain is renewed. All domain registrations, and renewals are final.”

Given this didn’t occur, the domain then went into a redemption period where it would be available to you for a redemption fee.  This basically protects the domain name once it expires so you can retrieve it in a timely fashion.  The following July however the domain looks to have been released finally, and then purchased by another third party.  To be 100% clear we did not directly authorize the transfer of your domain to another registrar or user as you’ve alleged here in your account on the matter.

This was specifically the result of the domain clearing redemption after a year and becoming available again.  The other concern I’d like to note is that it’s been more then two years at this time since the domain renewal failed.  Had we been made aware of this within a reasonable amount of time, even prior to **** ** **** when the domain was released from redemption we could have worked to assist you with retrieving this.

I apologize if the domain being expired and the site down was something you overlooked for the previous two years, however it’s ultimately your responsibility as the domain owner to ensure it’s renewed.  

Moving forward while I lamentably cannot get you the specific domain back, I’d like to present a few alternatives that I can register for you free of charge:

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

I would also be happy to refund the past two years worth of hosting fees totaling $358.80.  While the entire situation is unfortunate to encounter, given you weren’t using the service itself to host the domain beyond it’s expiration I feel the refund on both years is the least we can do.  Given the time that’s lapsed I unfortunately cannot refund this directly via our billing system, however if you’d like I can either have our accounting dept mail you a check via the post or have the money refunded instantly via ******.

Hopefully this gestures signal our interest in making right on what is agreeably a terrible situation, however we look forward to hopefully resolving this with you as we move forward.  I’ll look forward to your response and if I can assist with anything beyond what I touched on directly please let me know!

Best Regards,
****** ****** ******** ** ******** ******* *************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is moving in a good direction. However, I have to disagree with the 2 year payment and request a refund of 3 years due to a recent payment $179.40 paid on **** *** ****. Since this occurred from **** **** and I just currently paid another $179.40 a 3 year payment would suffice.  If the 3 yrs are paid I will then consider this complaint resolved and we can move forward.

Regards,

 

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

8/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am using dedicated server from Hostgator. Since yesterday, they are doing a server migration and didn't even give early notification. They sent the notification to me in less than 6 hours before what happen. I have chatted with the Live Support. All they do is only to explain and could not give me a definite answer when the process completed. Until now, after more than 12 hours, the server is still down and we can't do our works and this has tarnished our reputation and also losses.I request settlement from Hostgator for the loses caused due to unprofessional conduct.

Desired Settlement: I need them to compensate me 2 months of subscription fee. And also promise to give me more than 24 hours notice when they plan to do the technical stuffs if there is in future. And also commit that they give me alternative plan which would not distrupt my business when they carry whatsever technical stuffs.

Business Response: Good Morning,

I'm sorry that we'll ultimately not agree on the fact that it's your responsibility as the account owner to keep track of updates that may be pending, however it's clear you don't wish to take any responsibility in the matter.  Though we'll not agree on that point, it is in fact your responsibility to keep track of those.  You continue to insist we're not meeting the appropriate service level, however that's simply not the case in that you've lapsed on your own responsibilities.  I'm sorry if you were unaware of the updates prior to the reboot being recommended, though given the server was down, I'd like to ask what else you expected to have been suggested to resolve the downtime?  With few options, the recommendation was both appropriate, but more importantly we're unable to assume liability for damages you speculate may have occurred through use of our service or support which was in fact your initial request, even though you're now arguing that's not the case.  This is outlined in our Terms of Service in Section 16) Disclaimer.  http://www.hostgator.com/tos#16

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.

You also mention that compensation isn't your goal, however that's simply not supported in your responses or the complaint as you clearly requested the following in your initial complaint against us. 

I want assurance of proper notification which you have promised previously in the ID of ******* which you have not been fullfilling.And to compensate me my launching cost.
As that's been offered now covering months of service at $219/mo, as well as our word that we'd improve the notification process with future migrations(which in no way relate to this reboot mind you), there's nothing further I can offer you to resolve this amicably it doesn't seem.  While I'm happy to work with you personally, I do need your cooperation which we've not had at any time during our communications.  If this isn't something we can get cooperation with as we attempt to resolve this complaint with you, I'll refund your last payment from earlier in the summer and we'll no longer do business with one another.  I realize that may not be ideal for you, however you leave us little to no choice at this time given our staff acted promptly and professional just as expected when presented with the support issue in chat.

If you'd like to proceed with this refund and take your business elsewhere, please email me at ********************* and I'll arrange your backups and the refund for you.  Please also understand that beyond this we'll no longer due business with you.  I'll leave this decision to you, though if I can assist you or answer any further questions as you make a decision on the matter please let me know.  I do ultimately want the best for you and the hosting account and if that regrettably means a change in hosts, perhaps it's for the best.  I'll look forward to hopefully working with you.

Best Regards,
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.  For your reference, details of the offer I reviewed appear below.

Regards,

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

I have received the responses from BBB and it's really no point for us to continue this business with your company as I don't think your company understand the client's need and it's really disappointed with such services provided.

We have decided to migrate to else where as per what you have suggested.  Please arrange the last 3 months of our hosting fees to be refunded as agreed by you as mentioned by you in the email below.

Rgds

********

 

Business Response: Greetings,

 
My apologies for the delay in response and with our accounting team as I arranged this 3 month refund for you.  Due to the age of the invoices/payments I had to have this done manually as the credit card reversal failed, which is part of the reason for the delay, though you should see a check for the total refund very soon.  I've asked that our staff also reach out to you via ticket to confirm your address, though if you can supply me with that I'm happy to ensure it's notated on the ticket so they can mail you the check. 
 
Sorry again for the delay, though we should hopefully have this check out to you promptly once the address is confirmed.
 
Thanks.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

8/16/2013 Problems with Product/Service
8/9/2013 Problems with Product/Service
8/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Servers are down more then ** hours now with no ETA. This is NOT part of *** agreement,

Desired Settlement: 2 people/staff was sitting idle entire day plus all email lost. We are ********* company and survive on the website for our business.I need refund for the entire month - BEING VERY reasonable vs the loss incurred.

Business Response:

We appreciate you taking time to send this feedback.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you, however with awareness we can certainly discuss the matter at hand and get you credited as requested.

 

As you’re aware our datacenter experienced a wide spread network outage on ****** ****** ***.  While service was intermittent much of the day, and we believe the outage last around ** hours total realistically, I also don’t doubt for a moment that you continued to have connectivity issues that entire day.  In that regard the Network Uptime Guarantee has not been met as you note. 

 

While the hardware issue that caused this has in fact been resolved as I noted, due to the nature of the incident while we’d normally offer a pro-rated credit per the network uptime gurantee I’ve gone ahead and credited you for a month of service on your dedicated server as well as the reseller account.  No action is necessary to make use of the credit, you’ll simply not receive an invoice this coming month. The credit totals $****** between the two hosting accounts, however beyond that if you have further concerns or questions please feel free to reach out to me directly at *********************.

 

I’m happy to arrange the credit for you, however I also ultimately want to ensure your concerns are being addressed.  I’ll look forward to speaking with you.

 

Best Regards,

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

Director of Customer Service

Hostgator.com

Consumer Response:

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.

Please confirm where I can find the credit note.

Regards,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/2/2013 Problems with Product/Service
8/2/2013 Problems with Product/Service
8/2/2013 Problems with Product/Service
7/11/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have tried mulitple times to cancel an existing account, as well as receive refunds for two charges. HostGator.com is charging me twice for the same service on the same url: ************************ I have never had a major technical issue resolved with my DNS. This has prevented me from receiving emails. This is a major issue for my business.

Desired Settlement: I want a refund in full for all charges.

Business Response: Good Afternoon,

Thank you for bringing this matter to our attention for additional review.  Looking over your billing account I see that you actually appear to have signed up duplicate accounts ********************** which led to a great deal of confusion.  It also appears contrary to your account of the situation here in that you've submitted cancellation requests for these accounts, that a cancellation ticket was never created.  That looks to be the major issue, as we do need a request to process to be able to cancel accounts, however I do see that our cancellation escalation team intervened when they learned of the situation, and got your accounts cancelled as requested, as well as refunde on 6/**/2013.

This leaves one hatchling account currently for ********************** which is still open and will continue to be billed which I believe was the intention.  Otherwise at this time I believe your refunds have been issued to you as expected, though if you've not received these refunds please let me know and I'll be happy to ensure those are refunded for you and the matter resolved fully.

Thanks,
****** ******
Director of Customer Service
Hostgator.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/5/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: a 99.9% uptime guarantee has probably fine princes************************

Desired Settlement: I would like 4 months of hosting credit. 2 months each for each incident.I was promised uptime. But seems like hostgator has transfered ip and all started working very bad. I have called several times and seems like all the reps and supervisors do it " delay" or tell you to hold on problems. I m a good customer, pay my bill automatically and would like to have service with hostgator for a long time.

Business Response: Good Afternoon,

Thank you for bringing this situation to our attention for review. I’m sorry to see the troubles that the recent issues on ****** have caused you, however it’s no problem to compensate you towards the downtime. I would however like to first clarify that the Shared 99.9% uptime agreement you’ve requested the credit based on, actually doesn’t apply to your VPS server which is covered under a different Network Uptime Guarantee.

Due to the nature of dedicated/vps environments, we unfortunately cannot guarantee stability in the environment given the fact that you have super user access and take control essentially out of our hands. Because of that access level, the uptime guarantee simply promises that the server will have a network connection 24/7. Issues on the server and within the server environment themselves however do not apply towards the guarantee as it appears you’ve assumed, or is the case with our Shared 99.9% uptime agreement.

Guarantee is discussed in the Terms here: *************************************

Then in more detail within our Support Knowledgebase:
*************************************************************************************************

With that explained, reviewing the actual outage the pro-rated credit that would be provided per the guarantee actually doesn’t account for much. While I don’t believe we can provide you a 4 month credit based on this guarantee and the pro-rated credit you are technically owed, I do however want to be as fair as possible with you as we work to get this resolved.

If it would be agreeable I’d like to simply skip the pro-rated credit you are guaranteed and meet you half way with your request. I’ve gone ahead and adjusted the renew date for VPS-***** back from ********* to ********* to achieve this. No further action is necessary on your part, you simply won’t receive an invoice for a few months while the VPS remains active.

I’d like to also make myself available to you personally should you continue to see any problems. Post resolution of the ****** outtage things look generally pretty good, though I’m definitely here to help if I can be of assistance! I’ll look forward to your response and hopefully getting this resolved for you.

Best Regards,
****** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This complain actually spans three types: 1. Customer service issues2. Billing or collection issues3. Product IssuesI moved to Hostgator from X (hidden company) because I was no longer satisfied with the speed of my websites, they were fast but not fast enough for me.The first few days with Hostgator were great, but then, my website response time went up and up gradually, on the uptime went down until it reached less than 94% a couple of days ago.Contacting Hostgator is a real pain, I have to wait at least 20 minutes only to talk to someone who doesn't understand reports and asks non-sense questions and gives false promises.But the most dangerous things they do were: - Editing my files -without my consent- on websites that were having no issues- Refusing a refund which the TOS make me eligible for, the reason they refused the refund even if I had an uptime far less than 99.90% is because how they explain "uptime", it's not the time that your server responds, it's the time that your server has been up (understand: computer is on) whether it's accessible from the rest of the world or not.Conclusion:- My new Hostgator reseller account is 5 time slower than my shared account on X- I pay 6 time the price on Hostgator.

Desired Settlement: I wasted a lot of time moving emails and websites, I request that Hostgator finds an imminent solution to my websites slowness or moves back my websites to my previous host by themselves.PS.I don't and I will never grant them access to edit my files or configuration without direct approval (email, chat communication, written, on the phone)

Business Response:

Good Afternoon,

 

Thank you for bringing this situation to our attention.  Having had the chance to review your recent tickets with us I see a great deal of threats being thrown around both towards our company and staff as we attempt to assist you.  On several occasions we’ve requested more information in an effort to assist you, however receive nothing but finger pointing and additional threats which won’t ultimately solve the problem.  We do need your cooperation to resolve this and hopefully now that I’m aware we can work amicably towards a resolution, though I’d like to also outline a few concerns I have first.  It’s also clear based on your complaint here and my review of your support history that the entire story isn’t being presented.  That certainly helps make the point with you your complaint, however is somewhat dishonest nor helps the situation.  We really need to look at this objectively on all fronts so it can be resolved fully.

 

If it’s alright, I’ll address them in the order presented in your reply.  You note having moved from Brand X to Hostgator where speeds were initially better then with Brand X.  I noted reviewing your tickets that Brand X actually happens to be ************ whom our parent company ********* ************* also owns.  While I understand your current frustration is the driving factor between comparing the two, and some of the comments you’ve made towards our staff, please note they do make use of the same datacenter and hardware, nor is it appropriate to state the service level or hardware is of lesser quality as has been suggested.

 

Moving to your concerns with support, while I understand the frustration of spending time in Chat with our staff as we try and replicate the issues and assist you, again please understand we need your cooperation to rule out preliminary possibilities and get to the root of the problem.  Your denial of any responsibility on your part as well as the arguing what’s occurring when we request information simply prolongs these communications and I know amplifies frustration. 

 

This brings me to your concern with changes being made to your account.  Reviewing recent tickets you reported downtime and requested that we compensate you per our 99.9% uptime agreement.  After investigating this further, our monitoring team discovered the server had both been online and stable in general not meeting the guarantee’s threshold, but that the server had also suspended your account several times in the past 24 hours (since *********) due to resource abuse on the server.  This has happened several times and is something you have control over, though as we wanted to get the situation corrected promptly and you were denying this possibility as the cause, I see our staff optimized your database tables.  Nothing was changed or damaged as you’ve made it seem here in your complaint, but more importantly you note the sites we worked with weren’t involved.  That’s simply not the case, nor would our staff be making changes to a database unless necessary as was the case here to assist you.

 

Finally, this brings me to our progress on the server performance issues we’ve been able to locate during our own investigation.  While it’s unfortunate not to have your full cooperation in the matter, we have found some concerns.  The major one in that ****** is taking longer then expected when it’s restarted on the server.  I currently have ****** ********** working to address this, though it’s going to take time unfortunately.

 

 I also see that you’ve requested the account be cancelled and refunded per our 45 day money back guarantee.  While I’d love to get this resolved for you, I also realize you need a prompt solution which may not occur without your cooperation.  If we can please put the ill feelings behind us and work with one another, hopefully that won’t be needed and I can get you the performance you expect, though we do ultimately need you to meet us half way on the matter.  If you

 

I’ll await your response and will actually be responding via your customer service ticket ************, which may be the fastest way for us to communicate directly as we work towards a resolution.

 

Best 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.  For your reference, details of the offer I reviewed appear below.

---------------------------

No, it's not like that, please check the transaction with ID: *****************, it clearly says: "partial refund", and the way you described it never happened to me, I buy and sell with ****** and ****.

Also, ******* *. (************* - HostGator.com LLC) told me: " A prorated refund has been issued to your ****** account.", I think it's not a coincidence that the refund amount equalled 50% of what I payed (24.89/2 plus 19.96/2 equals 22.425 and I received 22.45).

This will be my last message, this is getting ridiculous and boring and I don't want to beg for MY money, please check your ****** account and do the necessary or call ****** if you want.

Thank you anyways.

---------------------------

Regards,

***** ******


 

Business Response: Hello Again,

My apologies for the confusion that resulted as we attempted to refund you appropriately while managing duplicate requests as the error was certainly not intended.  To compound things further, given the account had a foreign address I'd incorrectly assumed there had been a fee leveraged by ****** as is often the case on foreign transactions as the funds need to be converted in many situations.  That was my honest mistake however and I do apologize for the oversight on the remaining couple of dollars needing refunded to you. 

Reviewing the refunds issued back to you at this time, I do see the difference of $2.44 remaining ($24.89-$22.45) and that has been credited back to you.  Please let me know if you see any other issues.

Best Regards,
****** ******


BBB's Final Determination: Consumer accepted resolution offered by the business.

6/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Even after I provided evidence that their hostgator server for my websites are faulty, they refused to fix the problem and refused to move me to a different server. They even refused to even acknowledge their servers are faulty even after I sent them testing results from three different servers which proved the hostgator server is faulty and non responsive. Test results show that it typically takes 10+ seconds for the hostgator to even respond to a connection request before it even starts sending anything. So I can't get any of my websites to function properly. Techs are trained to blame you rather than their server even when it's obvious the problem is with the server itself.

Desired Settlement: Full refund of $****** so I can move my websites to a different webhost that will actually work.

Business Response:

Good Afternoon,

 

Thank you for bring this situation to our attention.  I’d like to first and foremost offer our apologies for any trouble you’ve experienced recently, though I also appreciate the opportunity to look into the matter further.

 

Reviewing your ticket history it appears we recently sent you several notices regarding a migration.  I’m not however seeing any interaction back to our emails regarding problems with server performance after the migration.  I do see that an upgrade occurred which could have been handled a little more smoothly, but that’s really the only communication I’m seeing form you.  While we’re happy to help, it’s a little alarming to see an issue reported to the BBB and not a single email to our ticket system alerting us to the issue so our administrators can take a look and assist you.

 

Having found no support tickets relating to the matter, I was able to locate your IP address from the access logs on our server and then locate your recent chats with our support staff.  Having audited those chats I do see there were a few chats pertaining to the upgrade, then two chats regarding the issue,  a chat where you reported the issue and we provided you documentation for optimizing different Content management systems after looking at the server and not seeing much.  I believe the load was actually near non-existent which was presented in that chat as well at 0.01.  The next chat which took place on the 4th you make mention that you’ve tested the site from several locations and are seeing slow load times.  While the agent did acknowledge the test results you were providing, he also requested that we rule out the possibility of a routing issue to the server which you were fairly defensive with him over.  I realize you believe it's server related, but at the same time ruling out that routing possibility when our chat agent can't replicate a slow load locally or via proxy isn't going to hurt the situation.  From there however it appears frustration got the best of the situation and you left chat before he could complete the troubleshooting and get you a ticket opened.  I don't believe his request given your report and his findings was unreasonable, and would have ultimately led to a ticket to our admins furthering progress towards a solution.


With that final concern outlined, while I can’t say with any certainty based on the lack of information in the chat pertaining to the environment when you’ve experienced these issues, it almost seems like processes or MySQL connections are stacking up and delaying responses on the server as a result of high IO.  That's simply a guess based on my review of what was present in chat, though we'll definitely need more details to assist you.

 

Nothing is jumping out necessarily when reviewing the servers health either, but if you’d be willing to work with me through these issues I’d be happy to ensure our monitoring team gets this addressed.  I will note this may take a few responses back and forth with our monitoring team to finally track down and replicate the issue, though once they do usually a fix is quite quick.

 

I also absolutely understand your frustration with the situation and while I’d be happy to get this resolved which I think may be fastest, if you’re unwilling to provide clarification, simply don’t have the time needed to troubleshoot with us, or would prefer the refund so you can migrate elsewhere it’s understandable.  I’d be happy to help in whatever way you find most suitable to your own needs, please just let me know.  Please feel free to email me directly at ********************* as well so we can work directly to get this taken care of quickly.

 

Best Regards,

Consumer Response:

To Hostgator. I contacted tech support 6 times! The tech support department of Hostgator needs a major overhaul. All they do is accuse the customer that it's their fault that their website is not loading. Blaming absolutely everything from my ISP, javascripts, plugins, leverage caching, routing. But the one thing they of course will not fault is their precious server which is somehow incapable of going wrong in their eyes. Even when I give them PROOF the problem is with their server. Here are some tests of my website:

19.4 seconds to load - ***********************************************************
50.0 seconds to load - **********************************************************
9.9 seconds to load - h*********************************************************
10.7 seconds to load - **********************************************************
12.8 seconds to load - ************************************************************
12.5 seconds to load - ************************************************************

How do I know it's not a routing issue? Well, other than the fact that all the tests above confirm that going from my domain registrar and connecting to the hostgator server takes a fraction of a section (see links above), i have other domains on the same domain registrar to another web host that never ever has problems. If you look at the graphs on each of the test, all the time is being spent waiting on hostgator to send data AFTER the connection to hostgator server has been made. Once hostgator finally starts sending the data, the page loads within 1.5 seconds.

I would also like to note that this server issue is intermittent and happens a dozen times or more throughout the day. My website will load perfectly, (within 1.5 seconds) for 1 hour then stop loading for the next 10 minutes then load perfectly for the next 2 hours, stop loading for 8 minutes, then load perfectly for 1.3 hours, then stop loading for 6 minutes, etc etc. Does this sound like it's javascripts or plugins? The server goes down at least a dozen times a day. When it does go down, it's usually for 5-10 minutes at a time. But it happens several times a day everyday. It's unacceptable.

UPDATE!!:

I was talking to hostgator tech support again right now while I was typing this up and he confirmed it's NOT a routing issue:

(5:21 pm) [******* *.] Your traces do seem to indicate routing is not the issue, and the admins will be reviewing that ticket shortly.
He also confirmed there is a problem. FINALLY. I had to reach 6 different techs before they admit there's a problem:
(5:06 pm) [****]: problem is happening right now
(5:08 pm) [****]: please hurry and see it yourself before it goes away again
(5:08 pm) [****]: still happening right now. hurry
(5:09 pm) [******* J.] I am check into this currently.
(5:09 pm) [****]: and now it's loading perfectly again. did you catch it when it went down just now?
(5:10 pm) [******* J.] I did see that load slow, yes. One moment please
I can't believe I had to contact 6 different techs before they finally admitted there's a problem! My question is that now that Hostgator knows there's a problem with their server, will this server problem get fixed? This problem has been going on for 11 days now and until just now, they absolutely insisted their servers are perfect and they see absolutely no problems. Now that they FINALLY recognize there IS a problem, will it get fixed?

Regards,

****** ***


 

 

Business Response: Good Afternoon,

I just wanted to follow up with you quickly to ensure everything was still going smoothly.  After escalating this finally to our CTO and SA I did see you responded in the ticket confirming you were pleased with the attention it had received finally.  Speaking with the SA this morning, I believe they're currently trying to lower the amount of time it's taking ****** to restart, which seems to the largest concern in regards to the 10+ sec load times, though in general it appears in good hands.

I'd like to also offer our apologies once more for the troubles with support given I've not had a chance to address that with you beyond my initial response explaining the situation once this matter was escalated.  While I do certainly recognize the support staff wasn't adequately able to replicate the problem when you contacted them, I also would have loved to see them get things escalated sooner for you.  There's no reason a customer should ever need to contact us a second time for a solution, and that in and of itself should have been enough to create a ticket and escalate this.  At the same time I do also realize without replication it's often difficult for them to justify the creation of a ticket either with their supervisor or another suitable party in the company  All the same I do apologize for the initial delay and certainly welcome you to email me directly in the future if you get this kind of run around.

I'll be addressing the delays as I'd noted previously with the staff and QA, though do appreciate this opportunity as it's exactly how our staff gains experience and improves over time.  While unfortunate from your stand point, hopefully in the end each of these agents comes out stronger and better able to assist in the future.  I'll keep an eye on the ticket, as is my customer service team though please don't hesitate to contact me directly if I can help with anything at all going forward!  *********************

Best Regards,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They migrated everyone's sites to new servers in early *** ****. By mid *** ***, my stuff wasn't working. My emails went down. My forums were not working. Even now their own billing site doesn't properly integrate the CPanel necessary for me to manage my account, making for unfair business practices hat violate ICANN policy. On top of that, they are charging me for a domain name that they forgot themselves to automatically renew WITHOUT MY CONSENT. I have had no less than a dozen issues with them in the course of 2 years & this tops it all off. I haven't ever paid a bill late or done anything to compromise their business -- but they insist on doing the same to me. Next is filling a complaint with ICANN to get their business accredidation revoked so they can't sell domains anymore. This is atrocious & unacceptable. Gross negligence of the highest order!

Desired Settlement: I require a refund for the $15.00 domain name that they are charging me & at least 6 months worth of hosting fees so that I may stay with their company & then not take any complaint filing any further. And I require all communication from them be through email so that I can document it & take it further if necessary.

Business Response:

Greetings,

 

Thank you for bringing this situation to our attention.  At this time I’ve had the chance to review your recent ticket ************ when you first reported downtime and will be happy to assist you with that matter, though I’d like to make a few points clear at the same time as I don't believe this domain renewal not occurring was entirely our fault. 

 

So it’s absolutely clear the downtime was the result of your domain name expiring not the migration that took place.  If you can provide evidence otherwise I’d certainly welcome that for review, but the suggestion that the server migration caused the downtime is simply not accurate from the evidence I have reviewed supporting the domain expiration was the cause.  It's also worth noting that Domain renewal notices are provided as a courtesy and that per our Terms of Service agreement, it's the client's responsibility to ensure that domain renewals are completed fully.

 

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

"It is the customer's responsibility to notify our sales team via email at ******************* after paying for a domain renewal and to ensure the email is received and acted upon. 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."

 

It’s also extremely alarming to see you threatened both BBB action as well as mention of filing suit against us after our very first reply which simply stated why the downtime was occurring.  We’d not even proposed a solution to you at that point having just received the request and begun investigating, though you were extremely quick to begin making threats.  What followed was a series of combative responses from you again threatening legal action in varying degrees as we attempted to assist you with the matter.  Regardless of the threats however within 24 hours of being reported we had the domain invoiced and renewed for you completely.  I don't believe this ticket is one that was really worthy of such a complaint given how quickly it was addressed once we were aware, as well as the fact that it's actually your responsibility to ensure the domain renewal doesn't lapse.  We'd barely even had a chance to review and work with you before this started, though our staff kept the matter polite and punctual.

 

Once the domain was renewed, more threats of legal action followed as well as a confirmation that you were filing a BBB complaint even though the matter was resolved again within 24 hours, and 2 responses from our billing staff which I don't believe is unreasonable. Reviewing your account of the situation as these replies continued, I’d like to make a few other facts clear.

 

You mention that the domain name was never added to billing when you purchased the hosting account in **** for you to manage the domain.  That’s simply not accurate as shown by the ***** information below which shows the domain registered in **** and not in **** with the account.

 

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

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

 

Followed by the hosting account information from our billing system.

 

**********     ****** ******

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

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

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

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

 

The domain was actually transferred to us in *** ** **** in ticket ************.  Once the domain transfer was completed to us from your previous registrar we informed you that both the ***** information needed updated as well as where you could manage the domain at **** the actual registrar.  It appears the reason you didn’t receive the renewal notice was due to the fact that the ***** currently still contains our contact information due to the transfer into our **** reseller account.  ***** policy actually also requires that the owner of the domain keep the information up to date for exactly this reason.  Having had access to update the ***** as well as make payment on the renewal through ****** site, it's not accurate to state you weren't provided this functionality.
 

With that concerned clarified, we’ve also made progress in the last two years with our billing system.  Having also become an accredited registrar this year we’re currently working to migrate all our previous **** registered domains into our system.  Given the number of domains involved this regrettably takes some time, but I’d be happy to have the domain added into billing for you immediately.  From there you’ll have access to the domain directly in our system as you did prior via the login url we provided to ****.

 

I’ll also be happy to refund the $15 you paid on the domain renewal via an account credit in an effort to hopefully resolve the matter with you.  While I don’t believe we’re entirely responsible for this occurring I hope this shows our interest in making right on the situation.  I will add though that we'll be unable to further consider your request towards 6 months compensation on the matter.  After my review it's clear that our staff has assisted you every step of the way when you've reported issues, nor do I believe we've been negligent in any manner pertaining to your domain renewal.  If you have any other questions regarding the matter, or if I can assist you further in anyway with the domain itself or our service please feel free to contact me directly at **********************

 

Best 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.  For your reference, details of the offer I reviewed appear below.

Regards,

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


 As long as I am credited & the domain name is set to automatically renew, then I should be fine. However at no point in any of my contacts with this company did they ever say  it was because they failed to renew the domain name. None of their operators concluded that in any of my contacts with them. So to say that they were aware of what the true issue was this entire time is a farce.

Also, my billing page doesn't even properly integrate the link to my CPanel & this is also something that was affected by the migration -- & it had nothing to do with my domain name itself. It's deceptive business practice for them to not have my account fully integrated in itself so that I can manage things. This needs to be fixed as well before I consider this matter settled.

Business Response:

Good Afternoon,

 

Thank you for your response and I appreciate your understanding regarding the refund towards the domain.  I’m also having a billing supervisor configure the domain to auto-renew for you so this doesn’t occur again in the future.

 

As for the cPanel issue in the billing system would you please clarify what’s happening?  I’m actually not able to replicate any issues myself testing the login link to cPanel logged into your billing account, though realize the functionality is imperative and needs addressed.  In my own testing it seems to load the cPanel login screen as expected, though once I have clarification we’ll get any issues addressed promptly for you.  Feel free to email me directly at ********************* with that information as I typically see email to that sooner then the BBB’s updates when I receive an update from your end.

 

Thank you!


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2013 Problems with Product/Service
5/21/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We have been customers of Hostgators for many years using one of their Business Shared Servers. We recently started having a lot of problems with our website and emails working appropriately. Our emails would bounce back to our customers with a message stating that the email address does not exist and our website would constantly be down. When we acquired with Hostgator Support about the issues we were having, we were told that we were exceeding our active connection limit of 25 and we were told that we would need to purchase a dedicated server to get away from those restrictions. So we purchased a dedicated server and began the process of all of the required steps to get the new server functional. We should have been notified, at least two (2) years ago, that we were approaching our limit of active sessions. This cost Hostgator at least two (2) years of added revenue.I realize that it takes time and that there is a process of propagation that depends on the internet services. However, I believe that Hostgator has dropped the ball and made several mistakes through this process and those mistakes are costing my company revenue because we are not able to communicate with our customers.On April 25, 2013 we purchased the Dedicated server and began the process. Hostgator transferred our data from the old server to the new server. We receive emails on the old server and the new server continually and not all of our emails are delivered. I have talked with Hostgator almost daily either with a phone call or via email. Every time I call them they see a setting that was not set correctly, state that they have fixed the issue and that it will be another 4 to 8 hours for those changes to propagate. We've been doing this everyday since this process began on April 25th. As of today, our emails are still not being routed correctly and we have to log into our old webmail and the new one to see what emails we are missing. Today is May 9, 2013 and this issue is still not resolved.

Desired Settlement: I want the issue completly resolved to our satisfaction and request a two (2) month refund at a minimum.

Business Response:

Good Afternoon,

 

I've also sent this response directly to the feedback@hostgator.com escalation ticket ************ which was opened just after we received your complaint via the BBB.  While it's unfortunate you hadn't alerted us to this sooner prior to the complaint being filed, now that we're aware we'll definitely get it addressed with you fully. 

 

Response follows:

 

Thank you for bringing these recent migration troubles to our attention.  While we unfortunately don’t actually guarantee the free migrations we offer due to variables involved that are often outside our control, we do always work to ensure everything is being addressed fully once made aware of any issues.

 

With that said, I’d like to first offer our sincerest apologies for any problems you’ve encountered directly with our support.  I’ve had the opportunity last evening and this morning to review your full support history in an effort to fully understand what’s been taking place with your email services on the dedicated server.

 

For the BBB’s sake I’d like to also clarify a few points however.  You note this having been on going since 4/25 when the server was ordered and that it hasn’t worked properly since it was allocated.  While I understand you’ve had problems from that time through now, it appears the migration was actually requested on 4/26.  Given the amount of data needing transferred as well as a hiccup with your developer working as the migration took place the migration was completed on 4/29.  That’s within the promised 72 hour window we acknowledge when the process starts.

 

The following day 4/30 at 2:32 pm we received confirmation from you that you’d registered your private nameservers for use.  Due to a phenomena known as DNS propagation, those nameservers would regrettably then not be fully functional for possibly up to 48 hours.  I believe this is partly the reason you started having mail routing to both the old server as well as the new server.  This DNS propagation is also unfortunately outside our control, however again though once reported we did sync the mail from the old server back to the new server that evening for you.

 

The following day you reported a customer having issues at which time we noticed the actual nameservers had just been set(5/1).  Those being configured would require separate propagation from just the nameserver registration/configuration process, though this would typically complete within 24 hours.  Taking into consideration the initial 48 hour propagation, that means everything should have been fully propagated on 5/2. 

 

As expected then on 5/2 once propagation completed we synced the mail for you again to the new server.  Then on 5/4 we began getting reports that you were still having email issues.  Reviewing server logs however I see that the DNS, specifically the MX records were still being modified.

 

Mon May 6 12:26:37 2013 ************* ******** DNS: Added MX record ************************************* for ***************
Mon May 6 12:26:49 2013 ************* ******** DNS: Added MX record *************************************** for ***************
Mon May 6 12:28:36 2013 ************* ******** DNS: Added MX record tex.*************** for ***************
Mon May 6 12:39:11 2013 ************* ******** E-mail: Added account *******@***************
Mon May 6 13:02:26 2013 ************* ******** DNS: Deleted MX Record mail.*************** for ***************
Mon May 6 13:09:33 2013 ************* ******** DNS: Added MX record mail.*************** for ***************
Mon May 6 13:22:23 2013 ************* ******** DNS: Removed record for ***************
Mon May 6 13:22:45 2013 ************* ******** DNS: Deleted MX Record mail.*************** for ***************
Mon May 6 13:52:03 2013 ************* ******** DNS: Deleted MX Record ************************************* for ***************
Mon May 6 13:52:08 2013 ************* ******** DNS: Deleted MX Record *************************************** for ***************
Mon May 6 14:00:26 2013 ************* ******** E-mail: Added account ***@***************
Mon May 6 14:04:51 2013 ************* ******** DNS: Added MX record mail.*************** for ***************
Mon May 6 14:05:24 2013 ************* ******** DNS: Deleted MX Record mail.*************** for ***************
Mon May 6 14:25:49 2013 ************* ******** E-mail: Deleted account *******@***************
Wed May 8 12:10:56 2013 ************* ******** Email: Traced path for ***********@***************
Wed May 8 14:16:16 2013 ************* ******** DNS: Added CNAME&name=*******************. record for ***************&class=IN

 

At this point we assisted you with getting the MX records corrected in the ticket and recommended it should begin working properly within 24 hours as the MX record propagated.  However based on your report as well as my findings in the server logs it appears there are still a lot of email accounts accessing both servers.

 

Accounts accessing ‘gator1132’ between May 5th and 9th:

[************** ~]# grep *************** /var/log/maillog |awk '{print $6}' | sort -u
IMAP(***********************):
IMAP(***********************):
IMAP(*************************):
IMAP(***********************):
IMAP(**********************):
IMAP(************************):
IMAP(***********************):
IMAP(***********************):
IMAP(***********************):
IMAP(***************************):
IMAP(********************):
IMAP(*********************):
IMAP(********************):
IMAP(*********************):
IMAP(***********************):
IMAP(********************):
IMAP(***********************):
IMAP(*************************):
IMAP(***********************):
POP3(***********************):

 

Accounts accessing the dedicated server between May 5th and 9th:

root@tex [/home/texaspro/public_html]# grep *************** /var/log/maillog |awk '{print $6}' | sort -u
IMAP(***********************):
IMAP(***********************):
IMAP(***********************):
IMAP(**********************):
IMAP(************************):
IMAP(***********************):
IMAP(**********************):
IMAP(************************):
IMAP(************************):
IMAP(***********************):
IMAP(***********************):
IMAP(***********************):
IMAP(**************************):
IMAP(***************************):
IMAP(************************):
IMAP(********************):
IMAP(************************):
IMAP(********************):
IMAP(*********************):
IMAP(***********************):
IMAP(********************):
IMAP(*********************):
IMAP(*********************):
IMAP(***********************):
IMAP(***********************):
IMAP(**********************):
IMAP************************):
IMAP(***********************):
IMAP(***********************):
IMAP(**********************):
IMAP(*************************):
IMAP(**********************):
IMAP(***********************):
IMAP(***@***************):
POP3(***********************):
POP3(***********************):
POP3(**********************):
POP3(**********************):
POP3(************************):
POP3(***********************):
POP3(************************):
POP3(*************************):
POP3(***********************):
POP3(*********************):
POP3(***********************):
POP3(************************):
POP3(***********************):
POP3(**********************):
POP3(********************):
POP3(**********************):
POP3(***********************):
POP3(*********************):
POP3(**********************):
POP3(***********************)::

That would likely be due to an email client configuration, however now that you have my account of what’s taken place hopefully you can clarify what’s on going and we can come up with a plan to address your concerns.  I will note that I noticed the domain’s DNS was modified again on the 9th, per the whois results


Domain Name: ***************Record expires on 14-Jan-2017.
Record created on 14-Jan-1999.
Database last updated on 9-May-2013 16:37:18 EDT.

Domain servers in listed order:

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

 

..which may further complicate things for a day or so, though I look forward to your response and hopefully getting this worked through with you.

Best Regards,

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

Hostgator.com LLC

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,

******* ******** 


 

Although Hostgator's account of what happened is fairly accurate. They claim that the DNS records were still being changed as of the 9th. While this is true, he neglected to state that everytime I called in to Hostgator, which quite often, they, Hostgator reps would find something else wrong in how they set up the server and they would have to make a change. Every time I called in, it was the same thing..."oh there was a setting that wasn't set correctly, I've fixed it now but it will take 24-48 hours for that change to be propagated." So again, we had to wait. If it had been set up correctly the first time, we wouldn't be going through all of this. It does appear that the email has been working much better since this past Friday, May 10, 2013.

Business Response:

Good Afternoon,

 

Thank you for your attention back to this matter and my apologies if it wasn’t clear in my response that our support was certainly lacking as I discovered during my audit of the calls you had.  At the same time, I also believe it’s worth noting that to some extent the DNS, specifically the private nameserver configuration is outside our control given that was taking place at ********************.

 

Due to misconfigurations on the networksolutions.com end and our server not matching those configurations exactly I believe a number of changes were required server side to ensure what we had matched the registrar.   This did obviously take some time which I think could have been avoided through escalation, though that ultimately doesn’t look to have occurred as I would have expected.  We definitely apologize as we realize that’s not ideal, nor was the situation helped by our frontline support as you made several calls to try and resolve the problem.

 

To avoid such problems in the future if you’re finding your not getting the level of service you expect please feel free to email us directly through ticket #************.  I actually also replied in that the other day to you alongside my BBB response, though to further clarify the ticket is in a management queue reserved for feedback and customer service issues.  The only people with access to this are myself, the rest of management and my CS team who were chosen to work with me to assist with escalations as necessary.  If you ever need assistance this ticket is the best way to ensure you get a speedy resolution.

 

Finally, in closing I wanted to mention that I’ve gone ahead and credited the account for a month of service.  While our dedicated servers are normally covered by a network uptime guarantee which would pro-rate the credit, given the troubles you encountered with support as well as the delay while resolving this I think a full month is more appropriate.  Hopefully this shows our interest in making right on the situation, however if I can assist you with anything further please let me know.

Best Regards,
****** ******
******** ** ******** *******
http://support.hostgator.com/
HostGator.com | 1.866.96.GATOR (42867)

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 for the business to perform this action and, if it does, will consider this complaint resolved.

I do believe that we are in a pretty good place right now with the changes to the server and our email. It does seem that our emails are finally going and being received where and when they need to be received. I appreciate you (Hostgator) in providing us with a one month credit to our account. I believe that this is fair considering the trouble that we experienced.

Regards,

******* ******** 

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They are providing hosting services, the past 2 -3 weeks we have received heavy spam, when attempted to contact them via chat on their website in order to resolve it, it took over an hour and I still didnt get thru to even reach tech support, so they made me waste an hour for nothing, till I gave up to chat with them.Then I attempted to call them on the phone, their tech support seemed to be very incompetent, they gave me the wrong information and steps how to resolve it, they only thing that happened was that they messed up my entire email system for hours an when questioned and cornered how to follow thru till the end, they had no choice, but to concur that they dont know, but promised me that someone from their security department will take care of it and will get back to me within a few hours on what they did to resolve the issue, when tried calling them back, I have been on hold for more than half an hour and I tried twice with the same results.

Desired Settlement: I want someone from the highest level of the company to contact me and make sure this is resolved quickly and to have his contact in the future in the event this happens again.

Business Response: Good Morning,

Thank you both for your patience as well as your understanding as we worked last evening to resolve this matter.  I appreciate the opportunity to work with you and make sure this gets resolved.

After our last communication last evening you’d mentioned that the spam volumes had slowed greatly.  That positive change in volume is likely the result of “hard fail” spf records I configured for your domain names in the afternoon as well, however the recommendations we made towards your catchalls will certainly ensure your spam volumes are reduced in the future.

Once you’ve had a chance to test your email accounts today and review the general situation, please feel free to email me directly if you’re seeing any issues still.  While we can’t eliminate the spam entirely, hopefully our work yesterday is showing results for you.

I’ve attached our notes from ticket ************ for reference purposes as well in case the BBB has any interest in those.  As I noted via email I’ll be following up this morning directly with you regarding the spf changes I made and I’ll attach the file to that as well.

Best Regards,
****** ******
******** ** ******** *******
http://support.hostgator.com/
HostGator.com | 1.866.96.GATOR (42867)

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.

I am very satisfied of the way how it is handled by now, as they are working very closely with me to resolve the issue, but at this point, we are still working to get this fully resolved, this may take another few days of testing, this this will be fully resolved. I would like BBB to keep this issue open untillthis is fully resolved, I will update BBB acordingly.

Regards,

***** ******* 


 

 

Business Response: Good Morning,

As neither party has updated this recently and our progress is still forthcoming with the spam concerns I wanted to quickly provide an update.  While we're certainly moving in the direction of a resolution, I also understand the customer's interest in keeping the issue open till it's resolved fully which is no problem.

Thanks,
****** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company has a*****% ****** guarantee, ****** has been "****** ***" for the past ** *****. They refuse to give any support and their rep "******* *" will only refer me to their support docs. "******* *.:Try and troubleshoot if you can. As there should be a problem with a ** * file. Please double check your settings: ***************************************************************************************"

Desired Settlement: I want to be credited for the ******** I have experienced.

Business Response:

Good Afternoon,

 

I’ll be happy to look into this further in an effort to try and assist you.  Having located your billing account I’m actually not seeing any tickets were opened requesting the downtime credit.  I also noted that you appear to have both a shared plan which the****% ****** guarantee applies towards, but a *** as well which is covered by a different network uptime guarantee. 

 

Not being certain as to why server you’re requesting the downtime credit towards I took a look at both and discovered each have been online for quite some time.

 

********* [~]# uptime

 ******** up ** days, *****,  * user,  load average: ***** ***** **** 

********* ~]# uptime

 ******** up ** days, ****,  * user,  load average: ****,***** **** 

That suggests the downtime credit likely wouldn't apply here, however in the interest of being fair I did investigate further with the information I have currently.


Which led my investigation to /**************** on each server to see if there was*** activity present the past** hours which there was suggesting both the server as well as the*** service has been online and available.

 

On the ***** server which is the******** server ‘****’ I found **** *** log entries from ***** ** through ******  Taking a look at the logs on your *** I also located **** *** ******* between ***** ** and*****.  The output from each server showing this is below:

 

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

[******** *** **** **** ************ ** ***************** *** *****

 

 

With that said though, I also wasn’t able to locate the chat you had with ******* which I’d like to review if at all possible.  Based on the server ouput I would have to assume she was attempting to assist you with troubleshooting your *** connection after having unsuccessfully replicate the issue herself, however without the transcript or more information to locate the chat transcript it’s difficult to say with full certainty.

 

With my current findings while the***** uptime guarantee looks to have been maintained on the ******** server and *** access was available on the*** the past** hours we’d ultimately not be able to provide the credit towards what looks to likely be a local issue disallowing you to make an *** connection.  Regardless, given I don’t have all the details at this time I’ll await your response to see if that may possibly provide more insight.

 

I look forward to your response and if it’s preferable please feel free to just email me directly at *********************.  That’s often the fastest way to contact me as opposed to communicate through the ***** ******. 

Best Regards,

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

************* ***
http************************
***** us!  ********************

Consumer Response:

****** ******** ******:

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,

****** *****


 

 

Complaint Detail
This is my *** complaint against**** *****. My server was down for the past ** hours, yet they refuse to give me any credit. Their support is absolutely******** and will not provide any actual support. They simply refer you to tickets.
Desired Settlement
I want to be refunded for the downtime.

Business Response:

Good Morning,

 

Thank you for bringing this situation to our attention.  I’m sorry to hear your ********* didn’t occur as smoothly as we’d hope and planned, however after a review of your support and tickets it’s clear the downtime you experienced was the result of neglecting to take action with your *********** once we contacted you after the migration.  The downtime that resulted is in no way due to our negligence as you were sent multiple notices clarifying the changes needed to avoid the downtime, which appear to have been ignored.  At the same time I also realize you likely didn’t see our noticed regrettably till the****, which I sympathize with and will be taking into consideration.

 

I’d like to also clarify that our ********* support is unfortunately not responsible for performing these **********, nor do they have the required access or knowledge honestly to assist with these mass ********** as they can often involve *** servers and complex ****** mapping configurations.  Our system ********** and upper tier ************** have been organizing and performing the **********, that’s why our Chat and Phone support often need to escalate the ticket directly to them once alerted to issues.   While I realize you believe this results in further delays and you want immediate help from our frontline *****, ultimately the escalation to the system architects and***** ****** will yield the fastest resolution.

 

Moving back to the actual downtime, while I understand your frustration with the situation we did in fact send you numerous notices requiring your attention, which are shown below.  Once those are outlined and I’ve clarified how this occurred, we’ll move to your credit request.

 

First contact was made on ********* stating we’d be ********* your *** within the next ***** hours.  There was no response to this notice or request to delay the **********
 

************:  Notice from ************* regarding your *** *****************
Sent on: ********** ******** Reply Number: 

*** days later on ********* we began the server ********* and alerted you in ticket:

 

************:  Server ********* started for ***************
Sent on: ********** ******** Reply Number: 

Less then* hours later we contacted you again confirming the ********* was completed.  We also provided you details regarding the changes to *** that would be required with your ***********.

 

************:  Results of your ************* *** server ********* for ***************
Sent on: ********** ******** Reply Number:* 

***Please note at this time we also began forwarding traffic to the *** server as we stated in the ticket email***

 

That brings us to our final notice on ********* alerting you to the fact once more that action was necessary with your *** ************  This was sent after an ***** was run and it was clear nothing had been updated. 

 

************:  *********: *** ********* Status Update - Please Read! (***************)

Sent on: ********** ******** 

While we do immediately forward the traffic to the new ****** post *********, due to the nature of these mass ********** we regrettably cannot leave the forwarding up indefinitely, which is why we sent that final notice on********* alerting you to the fact that we’d be taking down the old server on*********.

 

We unfortunately didn’t receive a response from you however till ********* notifying us of an issue with an *** that needed resolved.  You also began disputing the********* in your replies to the earlier notices, which had already occurred lamentably.  Due to those replies though I believe you’d likely not seen the emails up to this point, which is unfortunate.   At this point the*** concern was addressed and resolved within* hours of being reported once it was clear to you that the ********* had already happened.  While I’d like to have seen a response sooner, I also don’t believe this is unreasonable given our current support volumes at the time nor the fact that you neglected to report issues for ******* days.

 

With that all outlined, while I believe the downtime that occurred was due to partly to your own negligence having overlooked our notifications(which is outlined as the customers responsibility per our *** ****************************** ), I also realize the issue with the *** likely affected your site ******* and want to be fair with you.  I definitely also understand the frustration and inconvenience that can result when you requested our ********* ***** assist you with downtime, however again those escalations occur with your best interest in mind so we can get the matter to an appropriate **************
Due to the clear frustration, which was absolutely not our intention during this ********* I’ve also gone ahead and credited the account per your request.  While I don’t believe this was entirely our ****** given the ********* was handled per procedure we do offer a pro-rated credit towards downtime in these dedicated/*** environments which I’m happy to offer you.  Given that only accounts for a *** or so at most I’ve credited the *** towards the next*** months of service in an effort to be as fair as possible, also taking into consideration your report of issues previously through the***.  Even though there wasn’t evidence in the first case to support the claims of downtime, hopefully this shows our interest in making right on the situation, however if you continue to have problems with support please don’t hesitate to contact me directly via email anytime you need help.  I can be reached at ********************* or at ************ ext. ****** 

Best Regards,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have many issues with the level of service host gator has been putting out for the past year. Incorrect billing practices and service issues. My clients sites are hosted with them and have been hacked several times including email accounts. They do not react they blame us their customers as if we have control over hackers.I have Mal-ware now on the server and it is infecting clients sites. Since calling them and getting less than understanding or friendly service i get put off for hours and receive more calls from clients as the Mal-ware is spreading to other sites on the server. Again I am on the phone getting the run around while clients are threatening to leave me and Host Gator does not seem to care that I as their client rely on them to support me so i may support my clients.It is not my fault and I do not like them moving the blame to myself instead of where it belongs the hosting company. It needs to be fixed and not make excuses or put blame. It is now **** ** and I should not be dealing with this kind of service or issuing refunds to my clients as I am having to do right now.

Desired Settlement: Want the issue fixed and better customer service for myself and my clients.

Business Response:

Good Afternoon,

Thank you for bringing this situation to our attention for further review.  I’ll be happy to assist you with these recent security concerns.  Having had the chance to review the issues I believe I have an understanding of what’s taken place.  Before I get to those concerns however, I’d like to offer our sincerest apologies for any frustration or inconvenience these issues may have caused.  

I’ll begin with your billing concern which looks to have been an unfortunate coincidence that I believe you actually discussed previously with my Customer Service team a day or two after it occurred.  While I definitely recognize that you were billed by our system in error as you made your payment via Paypal within a 10 minute window that day, it was absolutely not intentional.  I’ll provide the explanation we offered from the ticket ************ below to clarify this:

“In regards to the double payments, your description was accurate, but I'd like to offer a little more detail. The original invoice was generated at ********** ******** ***, just 7 minutes before you made your payment via PayPal at ********** ******** CST. Since you do have a card on file, this should have automatically charged within about 10 minutes. Our automatic payments will charge anywhere from immediately, to within about 10 minutes of the invoice being generated. If you would like me to remove the card on file to avoid any future automatic payments, please let me know.”
  
We however never received a response to this and the card still appears to be on file.  I’d be happy to ensure this doesn’t occur again, however we do need your permission to remove the credit card.  So it’s clear we also refunded the payment once aware, which appeared was resolved in the ticket ************.

Moving to your security concerns, for clarity sake I’ll be providing an outline of each ticket in a moment.  The single biggest issue you’re facing currently is due to malware, which is almost assuredly installed on a computer accessing your accounts given the repeat nature of these compromises.  You’ve contested this now both to support as well as our supervisors over the phone, however contrary to belief it’s imperative that you scan your local systems.  Once those are deemed clear, I’d advise you to then reset all passwords you’re using from those systems.  As long as you avoid plain text dictionary type passwords you should be fine then going forward.  If you wish to debate this recommendation still, ultimately you’re taking your security in your own hands.

Moving forward in ticket ************ you reported spam email being sent from your account.  After reviewing your account it was clear the email address ‘************************* had been compromised and was being used to send spam email.  We reset the password on the email address as well as the cPanel login and advised that you scan your local systems for malware.  I’ve attached a txt file *************txt referencing the output from our security investigation as well.

This brings us then to ***** *** **** when we sent you notice of spam being sent from your account again in ticket ************.  In this instance the email address *************************** had been compromised and was being used to send spam emails.  The notice itself follows below:

Received on: ********** ******** Reply Number: 1
Hello, 
It has come to our attention that messages sent from your account are being reported back as spam. Upon further investigation it was determined that an email account under your control has been exploited. It appears that your email password has been compromised which allowed these messages to be sent. We have updated your password(s) in order to prevent this from recurring. Please scan the PC that uses this email address with an updated AV and Malware scanner to ensure that the infection is removed. Log into cPanel to reset the email account password again once the PC is scanned and secured. 
Please understand that this is required in order to help prevent any further compromise which results in server IP blacklistings that will affect not only your account but all users on the server. We also request that you do not use any previously used passwords as these still remain compromised and will continue to for an 
unlimited period of time. 
Please let us know if you have any questions or if we can be of any further assistance to you. 

[*] Cpanel password for ******** reset to **** 
Email password for ************************* reset to ****

We received no response however after this other then it was the second time this had happened which appear to be placing blame on our service.  That brings us finally to Tuesday evening when we received report of diversinc.com being infected.  After investigating the report we were able to determine that four different accounts had been compromised through their *** passwords.  This brings us full circle back to the notion that one of your local systems is likely compromised, which you’ve continued to dispute.  Please understand that we’re not interested in placing blame on you in this regard, but we do need your assistance in resolving this if you’d like to avoid further compromises.  Unfortunately as they look to be occurring outside the server environment itself initially, there’s little we can do to protect you otherwise.

In closing I would like to note that I’ve had our upper tier security team re-review and scan your accounts.  The scan results show each account is secure though if you’d like to ensure your own systems are clear, then reply to ********************* letting me know once that’s completed we can close the loop and scan your server accounts one last time to ensure this doesn’t continue.  I’ll look forward to your response and if you should have any other further questions please let me know.

Best 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.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *****


 

 As a ******** ***** for the past 11+ years in the technology field, I only see an overview of coverup. My computer was and is not infected and that is basic knowledge to check that. I deal with hundreds of clients and am a member of the BBB myself.  I  would not treat my clients like this. What they fail to mention if the BAD customer support. Their agents are not properly trained and in most cases I have to call back 3-5 times to fix each of these issues and deal with attitude. Yes; they corrected the past mistakes only after time and work on my behalf along the way. There are always two sides to a story and unless I am being asked to lower my expectations then i respectfully ask for better customer service and prompt attention. Everything they do to me is reflected back to my client as tho i was doing it myself to them. This last issues was fixed after 3 calls and one of those to a supervisor. After it was fixed there remained several errors on the sites and it took us several hours to go back and fix coding, something i would have thought they could have fixed. I do not want anything from them except GREAT customer service and prompt attention to my needs as a client so I can provide the ame for my clients in return.

Business Response:

 

Good Afternoon,

Thank you for your response back to the matter.  While I can certainly respect the amount of time you’ve been in business, at the same time it’s clear these compromises are the result of password compromises as outlined in my previous response.  

So it’s absolutely clear these recent compromises are in no way the result of negligence on our part, so it’s unfortunate to see the lack of responsibility being exhibited on your part still.  Furthermore attempting to place blame on our staff and the support being offered is not going to change the fact that your passwords were compromised, not our server environment which is the root of your continued security problems.

We’ve offered recommendations several times that should help you avoid continued compromises however you’ve once again disregarded this advice claiming there’s no chance your local machine could be compromised, nor that your passwords could be hacked.  

Going forward please realize should you continue to disregard our advice and experience additional compromises we’ll be unable to assist you in the capacity you’re expecting.  That’s not due to a lack of customer service or ill will towards, but simply due to a lack of cooperation on your part to keep your accounts secure in the way that your passwords are outside our control ultimately.  I do apologize that we’ll likely not agree on that, however we do need your cooperation going forward to ensure hacking is kept to an absolutely minimum or preferably prevented entirely.

Should you have any further troubles with our normal security administrators please also feel free to email me directly in the future at *********************.  It’s definitely never a problem to get personally involved to ensure your concerns are being addressed promptly, correctly and most importantly up to your expectations.  If there’s anything further I can do to assist with resolving your complaint please let me know.

Best 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.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *****


 

 As you are still dancing around the issues. I never said I didn't change my passwords nor have I not been cooperative with you. Again the blame game. Your company will never change I can see that so I guess as this is what I will receive from you I will work to move on over the next 60 days. It's sad that companies have lost the service they once had.  

 

Respectfully,

***** *****

Business Response: Good Afternoon,

Thank you for your attention back to the matter.  While it’s unfortunate to see my offer to assist you directly going forward rejected hopefully if we step back and review your initial complaint we can get this resolved once and for all.  Please understand as well that I in no way wish to sidestep any concerns you may have with our support which I’ve communicated have been investigated/addressed nor at any time have I contested those concerns with you in an effort to avoid the situation at hand or “dance” around it as you noted.  I simply don’t have time for such efforts as I suspect is very much the same for you running several companies.

For clarity sake and to be as concise as possible I’d like to go through each of your original complaints one by one from ******** when this was opened.

 I have many issues with the level of service host gator has been putting out for the past year.  Incorrect billing practices and service issues.”

As I noted we’ve reviewed most all of your support interactions we could locate with us the past few years in an effort to make improvements where possible.  We appreciate your bringing these concerns to our attention for further review. While we’re likely not going to agree on the fact that our support has been professional and courtesy with you, which they have been, I definitely understand your frustrations and will ensure we’re doing everything possible to address your concerns when they’re communicated. 

To further support that notion, this is also exactly the reason my customer service team got involved with your billing concern at the beginning of ******* when it was clear a mistake was made.    As you’ll recall nothing was billed with malice or through negligence on our staff’s part, but there was a charge processed via Credit card by the system within 7 minutes of you making a ****** payment. That was reversed within 20 minutes after you alerted us via ************.  My customer service employee also followed up with you the next day and provided you a full explanation in ************.  Had there been any further concerns we’d certainly have been happy to address them, however beyond the thank you we received no further follow up on the matter, assuming at that time that it was resolved to your expectations.

  “My clients sites are hosted with them and have been hacked several times including email accounts. They do not react they blame us their customers as if we have control over hackers.”­­

  “I have Mal-ware now on the server and it is infecting clients sites. Since calling them and getting less than understanding or friendly service i get put off for hours and receive more calls from clients as the Mal-ware is spreading to other sites on the server.”

 I’ve been able to locate the following security tickets pertaining to your account as I outlined previously.  As I mentioned initially in my response I’m not presenting this information to focus blame on you.  I only offer this insight in an effort to clearly define what the problem was, why it likely occurred and what can be done to ensure it’s prevented going forward.  I’ll proceed with each ticket in the order they were addressed by our support.

 

************  ** **********  *- Email Issues:

Email compromised via your password, most likely due to malware.  That or an easy to guess password, which I understand you don’t believe is the case.  This was also the first ticket we recommended you scan your local system for Virii and Malware, which becomes a trend later. 

 I’ve also attached the contents of this ticket providing evidence that your passwords were compromised as well as the ticket responses.   See ******************** attached.

 

************  ** ********** -- TOS/Spam :: ************************* :: ******** **********:  On ***** **** of this year we opened a ticket communicating to you that your account was in violation of our Terms of Service agreement due to Spam being from your account. 

While we take spam very seriously, we gave you the benefit of the doubt and simply reset the affected logins’ passwords for you.  Typically in this situation we’d suspend the account, reset logins and await your response detailing your own actions to prevent further issues prior to allowing access again.  We simply cannot allow spam to go unchecked in our network, though again I think our staff used good judgment with you not suspending the account given this was only the second nature of this issue. 

*** As is the case with ************ the previous ****, we did alert you to the fact that it was advisable to scan your local computers for virii and malware which was the second time this was noted.  I’ve attached our responses from this as well.  See ************************

 

************ * ********** -- Infected Site:

As you’re aware you initially reported a ************ antivirus infection to ************* around *** on ***** ***.  Within about 2 hours you sent a follow up response stating the infection was spreading.  That is not actually the case as our output in the ticket showed from FTP logs when the infected files were uploaded via an FTP compromise prior to you informing us.

Our investigation once again showed that 4 accounts had been compromised via the login password.  We reset each of those accounts as shown in the attached ticket file.  See ************************

 This also marks the third time we alerted you to the need to scan your local systems for malware given the on going password compromises you’ve experienced.

 Stepping back for a moment to touch on the notion that you’ve been cooperative with us, though you contest you’ve been exactly that, I have a call log with a ********** on the  ******** where you insist the compromise is on the server and not your local systems, so there’s no need to scan them, nor did you plan to at any point feeling we were insulting you and placing blame incorrectly.  While I understand you believe this is our fault, the evidence supports otherwise which is difficult to dispute.  If you disagree and have evidence to suggest a server compromise being the cause for your hacked passwords please let us know as I’d be happy to have that investigated by our senior security team.  Given the lack of follow up in tickets however to pursue this notion, I think we can both agree this is not the case.

 *** I’d like to also make mention that in this ticket you make several mentions of losing three customers due to the delays as we investigated this. 

 “NOW IT IS SPREAD ON THE SERVER TO MY OTHER CLIENTS SITES.....
*************
******************
******************

Now the shopping cart is messed up and not displaying correctly *******************************  you have now cost me 3 clients how long does it take to fix a big issue such as this?”

Each of those sites is still hosted on the server which is shown in the txt file via DNS results and server account logging and I believe in most cases actually owned by you researching the domains further this afternoon.  This can also be confirmed by your LinkedIN page where you highlight the sites in your back ground experience.

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

Moving along the included document for this ticket outlines exactly that showing evidence to support that those accounts and the infections did not result in lose of clients for you.  See ************************

 “Again I am on the phone getting the run around while clients are threatening to leave me and Host Gator does not seem to care that I as their client rely on them to support me so i may support my clients.”

You also opened a duplicate ticket ************ within a few hours of ************ being opened.  It’s worth noting once again in this ticket after not receiving an immediate response that you began stating we were losing you customers which is in reference to the matter discussed just above.  See ************************.

 Please be aware going forward that opening duplicate tickets for a single issue will only further delay resolution as we attempt to sort through both series of replies.  I definitely understand your need for an immediate solution when an account has been hacked, however I offer this advice simply to help speed the process for you.

 

“It is not my fault and I do not like them moving the blame to myself instead of where it belongs the hosting company.”

“It needs to be fixed and not make excuses or put blame.”

Bringing us finally to your last concerns with us placing blame on you for these compromises.  While I understand you believe there is an accusatory tone being taken towards you, that’s with good reason as the attached files and server output provide evidence to support.  We’ve now seen two different spam issues as a result of compromises passwords on the account, as well as several malware infections that were also the result of compromised passwords.

While it’s alarming to see the continued blame placed on our staff/service, we didn’t set these passwords nor is their any evidence being presented by you showing a server compromise should you choose to disregard our advice to scan your local systems there is little more we can assist you with, short of scanning the infected accounts and cleaning the malware.  While I’d love nothing more then to promise these types of issues will not occur again, that’s simply not possible without your cooperation to ensure your own local systems are clean.

Given your mention in the rejection statement that you wish to change providers in the up coming months, if that’s still the case I’m happy to offer you backups or your resold accounts as well as a refund for your payments this year.  While I’d hate to see that happen as a result of compromises that occurred as a result of your own negligence, we absolutely stand by our product and support so it’s not a problem to refund your money at a loss on the service we’ve provided you if you feel we’re not meeting expectations.

Please let me know how you’d like to proceed.  If you do wish to ultimately move services I’ll get your backups generated a refund issued for you payments made between ******* **** and ***** **** totaling $99.80.  Otherwise if you’d be willing to work with me going forward so we can avoid any of the dissatisfaction you’ve experienced with support I’d be happy to offer my cell phone number for work as well as my email address for contact.  I’ll look forward to your response.

Best 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.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *****


 

 We have scanned our systems and there is nothing there. We do not want the sites backed up or moved. We will work to assure these issues do not happen again. I too agree I do not have the time to do this either. So we will try and make sure there are no more calls to your support staff as to these issues. If you choose to give your number I would be happy to discuss with you.

 

Thanks,

*****

Business Response: Good Afternoon,

Hopefully you received my email follow up yesterday morning which included my phone number.  As I offered in my last reply it's definitely not a problem to assist you directly going forward.  As your email to me communicated that you'd finally scanned your local systems as advised, I do appreciate that greatly. 

Thank you again for your patience throughout this as well as your general understanding as we came to a final strategy for resolving this!

I'll look forward to assisting you in the future!

Thanks,
****** ******
******** ** ******** *******
*************
*********************
************

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have asked them to close my account. Instead HostGator has sent me 11 notices saying they will respond as soon as possible. How difficult can it be to close an account. Why do you continue to give them high ratings when the company cannot perform this simple task?

Desired Settlement: I want them to close the blasted account immediately!!!!

Business Response:

Good Afternoon,

Thank you for bringing this situation and your concerns to our attention.  I’d like to offer our sincerest apologies for any inconvenience or frustration our cancellation process may have caused, though now that I’m aware it’s definitely no problem to review your ticket and ensure this is being taken care of promptly.

I would like to clarify however having reviewed the ticket that it appears it was submitted at 12:36 CDT on 4/3/13.  We advise initially on the cancellation form that these requests can take up to 72 hours to complete.  You mention having received 11 different notices, which does not appear to be the case either.  You were sent the initial receipt of the request, then a follow up by our retention team last evening at 5:30 CDT.   We then received a response from you at 7 pm CDT asking why it wasn’t cancelled yet, which was then followed with several replies towards our staff which were increasingly derogatory in nature.  9 hours after the initial request to cancel the account you then replied stating you were reporting the issue to the BBB.

Please understand that we do handle a fair number of these requests day to day.  As such at times as our ticket volumes fluctuate it can take longer then other times due simply to how busy we may be at that time.  I’d like to assure you as was advised on the cancel form that we do always process these requests within 72 hours from start to finish.  This particular request was cancelled in under 24 hours actually as you were advised via our final confirmation email a few minutes before noon.  While I’m sorry that we unfortunately didn’t get this cancelled as quickly as you expected or hoped, ultimately it was taken care of in a timely fashion much less then we advised originally.

Please let me know if I can assist you with anything further.  I’m available directly via email at*****************.com.

Best Regards,
****** ******
******** ** ******** *******
http://support.hostgator.com/
HostGator.com | 1.866.96.GATOR (42867)

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: It in part a complaint regarding their sales ethics, contract issues, and billing. I chose them for web hosting services in 2012 when I started my company. I paid my domain (*******.com) for a year. It was never specified/disclosed that renewal was automatic. In fact, prior to the year coming due, I received an email letting me know the year was coming due, and TO CONTACT HOSTGATOR IF I needing to renew. I didn't. It was their fault I didn't need renewal in the first place. I was also paying a monthly fee to host my website. I felt the fee was steep and decided to change it for a more affordable plan with them as well. My website was already up and working when I decided to make that change. When I spoke with their sales department, I purchased a 3yr plan that was paid in full. The sales rep never explained, educated me, or offered (and they normally do) to transfer the website files to my new plan causing files (the website or parts of it) to be lost. for weeks my website was not being hosted so I cancelled the hosting through them. It was very upsetting when they only refunded part explaining it was prorated, even thou my site didn't host that entire time. I also didn't get the $15 for the "automatic renewal" I never approved of. I would not refer this company. I hope someone can do something about how these people take your money because their are no disclosures. Their service was poor. When requesting a refund, you have to requested via their website even if you already stressed that you need/want your money back for services not provided.

Desired Settlement: I received partial refund for services never provided being that my website never hosted when I changed plans. Disclosure and follow up should be a priority for these people. I would also like get my $15 for the domain. I didn't request to renew it. I only received an email requesting contact IF I wanted to renew. Why need a domain, when a few months before I cancelled the hosting. I want the $350 it took to build my website. Their lack of due diligence caused me time and money.

Business Response:

Good Morning,

Thank you for bringing these concerns to our attention for additional review.  Having had the chance to review your recent cancellation and the situation at hand I don’t believe our staff is responsible for causing the various issues you allege them to have.  Reviewing your ticket history as well as all support calls with our agents it’s clear they answered your questions and provided you exactly what was being requested of them.

Your account of the situation is also not entirely accurate, which I’d like to try and clarify here with information referenced from your cancellation ticket outlining the timeline of your account and what’s taken place:

<<03/20/2012>>
-You opened the business package ********** : ***********
<<08/07/2012>>
-You requested to cancel ********** in the cancellation ticket ************
-Your reason for cancellation was as follows: "I need a plan that's more economical"
-That same day we offered to help you downgrade to a more economical plan
<<08/08/2012>>
-We did not hear back from you so we had your plan ********** closed so you were not automatically billed
08/09/2012>>
-You opened your hatchling package ********** : ***********
<<11/13/2012>>
-You requested a transfer of your files from ********** (business) to ********** (hatchling) in the migrations ticket ************ (outside of the initial 30 day free transfer period offered on new plans)
<<11/30/2012>>
-You requested to cancel ********** : *********** in this cancellation ticket ************-
You were offered a free transfer of your files and were notified on that same day
"I have looked into your account, and see that you have requested the migration to be completed. Normally, outside the initial 30 day period, we would charge to complete any migration, but I would be happy to waive that fee for you. I have verified that the files are still on your old account, which means we can get the account files exactly as they were on the old account on the new one." (Sent on: 2012-11-30 19:17:06) -**** *.
<<12/02/2012>>
-Since we did not hear back from you we closed your account assuming that you did not want to accept our offer of assistance.
You were also issued a refund for the time you had not used on the server after your refund request on 11/30/2012

Having reviewed this notation from the cancellation ticket it’s concerning to see the matter reported almost 5 months after this had taken place.  That does however lead us to the recent domain renewal charge you received.  While you contest that you were never advised the domain would auto-renew that’s simply not the case given you acknowledged our Terms of Service agreement at signup which states the following:

http://www.hostgator.com/tos#4
“Subsequently, domain renewals are billed and renewed 30 days before the renew date. It is the customer's responsibility to notify our sales team via email at sales@hostgator.com for any domain registration cancellation. No refunds can be given, once a domain is renewed. All domain registrations, and renewals are final.”

We also sent you the following in the final confirmation of the cancellation ticket:
"Any domain names that you have registered with HostGator will remain active and invoice themselves per your billing method 30 days prior to the domain name's expiration date. If you wish to cancel the renewal on any of these domain names please reply back to this ticket with the domain names you wish to cancel and we will cease the billing and renewal."  

We however never received a response back from you beyond this.  Due to these findings it’s unfortunately not possible to conclude you weren’t informed of this, however I do see that our staff has already refunded you $6 of the $15 renewal fee.  They did however retain the remaining $9 as that was the cost of the domain name with the registrar.  At this time given the situation I’ve refunded that final $9, for a total refund on the domain name of $15.  I feel that’s in the best interest of resolving this, though we’ll unfortunately not be able to consider your request to compensate you in the amount of $350.  

I do apologize, however after my review it’s clear our staff has gone above and beyond to assist you on several occasions.  If I can assist you with anything further please let me know directly via *****************.com.

Best Regards,
****** ******
******** ** ******** *******
Hostgator.com
http://support.hostgator.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/12/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my $8.95 monthly subscription and upgraded to a yearly one at a discounted rated of $66.72 on 02/28/2013. Hostgator additionally charged me $8.95 for the account I already upgraded. Upon requesting a refund for this unauthorized charged, my account was credited the right amount on 03/04/2013; however I was recharged later that day for same amount. I was then charged $83.40 on 03/21/2013 for an account I paid $66.72 for on 02/28/2013. It is 03/26/2013 and after being assured that this would be taken care of on 03/21/2013; they insist on this statement:"(2:17:35pm)**** L.:Okay, speaking with a billing administrator, we can give you a prorated discount for this plan.(2:20:58pm)**** L.:I have escalated this ticket to an administrator. I appreciate how valuable your time is and how important it is to have this resolved as quickly as possible. Our administrators have begun investigating this issue and will notify you via email the moment there is any new information."They then offered to refund the $66.72 that I purchased myself instead of the $83.40 I had no knowledge of. I am cancelling the subscription I've had less than month but paid for a year and my compensation came back in the form"(2:47:56pm)**** L.:We do have a $45 day moneyback guarantee"

Desired Settlement: I would like a refund for the unauthorized charges of $8.95 on 03/04/201 and $83. 40 on 03/21/2013. I am also requesting a refund of the $66.72 yearly subscription purchased on 02/28/2013 a result of me canceling this service due to their incompetence.

Business Response:

Good Afternoon,

I’m sorry to hear of the troubles you experienced recently.  While there’s certainly information missing from your account of what’s taken place, I’ll be happy to review what’s taken place in an effort to ensure you receive the maximum refund back possible.

Reviewing your support history I see that you did in fact intend to upgrade your monthly billing cycle to an annual cycle which there appears to have been confusion over.  The issue began when a second essentially duplicate package was ordered for a 12 month cycle which was billed as you noted.  Once our staff was aware however we refunded payments and made the appropriate adjustments in billing to ensure you were being refunded the appropriate amount of money once we’d straightened out the two duplicate accounts.

We’ve also at this time refunded each of your payments to our company shy of the initial invoice of $7.16 for first month of hosting with our company.  In that regard given you placed the order for the second account causing this chain of events I believe we’ve been as fair as possible with you in the way of refunding both your annual payments once the accounts were cancelled fully.   If I can assist you with anything further please feel free to call me directly at 713-581-0443 or via email at *****************.com.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hostgator recently "upgraded" our server over the past weekend. Since Friday our server which contains over 600 cpanels has been down consistently since Friday night.. It is now Tuesday afternoon. Everytime we call in we are on hold for a minimum of 1 hour, only to be told they will look into it. Once the site goes back up it is up for a max of 1 hour before going down again. We did not have this issue before hostgator decided to "upgrade" our server. Now we are receiving tickets from hostgator all of a sudden stating our server is receiving all types of errors, when this was not issue before the upgrade.We have talked to literally 20 reps or more including supervisors and system admin. Not one person is able to resolve the issue we are having, and every time the server goes down, we have to start back from square 1.

Desired Settlement: Full Refund of the past 1 month service for all 3 servers for the inconvenience, we would like the server to stay up, along with a formal written apology.

Business Response:

Good Afternoon, 

As you’re likely already aware I’ve actually also just responded to your concerns via our support ticket system in ************, however I did want to follow up here directly as well.  Having reviewed the server migrations that took place I do certainly agree that a few steps in the process could be improved. 

 

As such I’ve worked with our CTO yesterday and today to make some positive changes with the migration process, which should hopefully prevent future confusion for other customers involved.  Reviewing your situation while it does not appear the downtime was as significant as stated within the complaint having started, in an effort to resolve this given the confusion that resulted via our support earlier this week I’d be happy to consider compensation towards 4 days of downtime.

 

It appears you’ve requested a month’s compensation towards three servers, one of which was actually not involved with the downtime totaling $662.  While we don’t offer the same 99.9% uptime agreement that’s offered with our shared services towards your dedicated servers, we do guarantee each dedicated environment with a pro-rated network uptime guarantee meaning if there isn’t connectivity we’ll credit the server on a pro-rated basis for the downtime. 

 

For the two servers involved the credit comes to just under $90 which I realize is likely not appropriate in this situation.  That said I’d be happy to offer you a half month’s credit towards each server totaling $332.  That’s several times the amount our guarantee offers in a case like this, though if that’s agreeable if you’d please confirm either in a reply here or through ticket ************ I’ll have the credit applied for you promptly.


Best Regards,

****** ******
Director of Customer Service
http://support.hostgator.com/
HostGator.com | 1.866.96.GATOR (42867)
Follow us at: @HGSupport @Hostgator

 

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,

******* ****** 


 

 

Complaint Detail
I spoke with: ******* R. Jr. Administrator last night regarding this same issue. This has actually been ongoing for a few months now. She recommended to optimize the following a few sites.I was up last night doing this and completed last night. The server was up and running fine after i went through and optimized it. It seems as that was a waste of time because we are receiving the same error.It seems as if hostgator recommends something, we fix it.. then run into a another problem within a few days .Can we actually address the real issue here.. instead of just doing patchwork every 3-4 days? It is very time consuming especially when we are being told to optimize something different every time we call or chat in. This has been ongoing for a few months now and starting to be somewhat ridiculous.Please let us know if maintaining a server is too difficult on your end and we would be more than happy to switch hosts to a company who can manage it.I have also spoken with many other reps including **** M.Everytime we call or chat... it takes approximately 2 hours of hold time just to address the issue.

Desired Settlement
Can we actually address the real issue here.. instead of just doing patchwork every 3-4 days? It is very time consuming especially when we are being told to optimize something different every time we call or chat in. This has been ongoing for a few months now and starting to be somewhat ridiculous.
Desired Settlement: Other (requires explanation)

Business Response: Good Afternoon,

I wanted to update this quickly this afternoon after not having received any response or follow up from you this week after trying to call you several times.  While I did receive your email reply requesting that we call to discuss the downtime and credit, regrettably if we can't get in touch it's going to be difficult to resolve the situation.

I will note in regard to your email reply that I have reviewed your full ticket history and while I definitely understand your downtime issues with MySQL post migration, please also understand that these problems have followed your accounts throughout your history with us.  It appears you initially upgraded to the dedicated server after having issues with your first two shared accounts.  That's definitely great to see as it allowed your continued growth, however I wonder if the upgrades allowed the underlying issue with your sites, php, and databases usage to go generally unresolved.  It's difficult to say not knowing what's taken place on your end as the development and growth took place, however I look forward to speaking with you at your earliest convenience. 

Once we've had that opportunity I'll get your concerns addressed directly with our level 3 admins and CTO.  We can also discuss the credit you requested initially at that time if that helps show our interest in ultimately making right on the situation.

Thanks,
****** ******
Director of Customer Service
Hostgator.com
*********************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2010, I had a small community forum with less than 100 members which 15-20 were active at anytime. I came home one night to learn they had shut the forum down claiming too many resources are being used. I raised hell and pointed them to larger forums with the same type of hosting. They wouldn't budge, so I moved on and cancelled the account. All said and done.Fast forward to 2013. I had forgotten about that episode when I signed up with them again only to find out my other account was still active but suspended. When I saw all of the trouble I had in 2010, I told them to close the new account and refund the charge. They closed the new account and refunded that amount but applied it to the suspended/over due account which was closed in 2011. Per their TOS, Host Gator provides a 45 day money back guarantee which they have yet to do.

Desired Settlement: Refund the charges back to me and everything will be settled.

Business Response:

 

Good Morning, 

 Thank you for bringing this recent situation to our attention for further review.  I’m sorry to hear of the troubles you’ve experienced, however it appears there is a great deal of confusion as to why this actually occurred which I’ll be happy to explain in the process of getting you your requested refund.

 As you noted an account was opened on Jan 1st, 2010 with us which you stopped paying in January of 2011.  Regrettably however we require a cancellation request be submitted in writing to discontinue service, which I see happened in the case of your new account, however not in the previous instance meaning we’ve been holding your data in a suspended state for the past 26 months or so until recently when you purchased a newer duplicate account. 

 

Upon doing so you discovered the prior account was not fully closed, then requested cancellation (***-********) on the newer of the two accounts which was processed on a pro-rated basis in the amount of $94.99, which did not include the Sitelock service that was ordered annually.  While we’d not normally refund that $14.99/yr service, I’ve also ensured that refund was processed as well for you this morning.  

 

These refunds should process back to you through your card issuer within 3-5 business days, however should you still not see them by Friday, weeks end please feel free to contact me directly at ********hostgator.com and I’ll be happy to ensure these do get refunded back to you. 

Best Regards,

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

******** of Customer Service

Hostgator.com LLC

 

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,

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


 

 Thank you for the refund.  But, I did NOT get all of my money back.  You refunded $94.99 which is less than the $110.51 I paid.  Per your website home page "Each of our shared Web Hosting plans includes 24/7/365 support, a 99.9% uptime guarantee, and a 45-day money-back guarantee."  I want the rest of my money back like you indicated which is $15.52.  A dispute has been filed with my credit card company too.  If the difference of $15.52 is not refunded, I will escalate this at the state level. 

Business Response:

 

Good Morning,

Thank you for your response.  While it’s unfortunate the rejection came almost immediately after I sent my correspondence regarding the refund that was in fact issued on March 11, 2013 which I stated would take 3-5 days to be received, hopefully at this time you’ve seen that returned to your account as expected.

I’ve also included the transaction information below for the charge’s reversal(refund).

 

Hostgator.com -- Mar 11 2013 – 6:20:10 AM *************** $15.49 USD **** Credit Card Reversal

 

Given you rejected the refund offered on the 12th the day following the refund on the 11th clearly you wouldn’t have received it given the noted 3-5 day process time, though while today makes the 5th business day you should have the money back, however if not I’m happy to contact the credit processor in an effort to get you more information.  Please feel free to call me directly at ************ or directly via email at *****************.com  

should the refund not have been received at this time. 

Best Regards,
****** ******
******** of Customer Service
http://support.hostgator.com/
HostGator.com | 1.866.96.GATOR (42867)
Follow us at: @HGSupport @Hostgator

 

 

 

 

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had Hostgator for several years and am frustrated with their service at this point. For the most part their technical staff members have been professional and helpful. During the last month I have come to my wit's end with them. I called back in February, last month, to report that I was concerned I had been hacked, because of what I saw when I logged into one of my Wordpress sites. I had installed only 2 plugins, yet I saw about 15 of them upon re-login. 3 of the plugins were in German, and when I researched the name of one of the plugins the description said something to the effect of "allows dual access to a website". Another of the plugins said something about ******. If I put those two together, what comes up for me is a hacking situation that somehow involves stealing a site's revenue.This particular site is *********************.com. I received an email from the admins saying they found no problems. I experienced more evidence that something was wrong, & sent an angry email to the admins saying something WAS wrong. At that point they researched and came back and said they did find malware, but had removed it and everything was clear. For a month now I have not been able to send emails and have had various other problems. They keep saying everything is fine, but it's not. On March 5th, I called in to report other problems and the admins came back and said my site had been blacklisted because 400,000+ spam emails had been sent from 1 of my email accts. They said they fixed things. I STILL CANNOT SEND EMAILS. I do not trust that things are being investigated and fixed properly. In the past I have reported evidence of hackings and have been ignored! I do not trust the safety of my sites and intellectual property. Hostgator has totally bungled this one. I have requested to be moved to different IPs to no avail. I feel like a sitting duck who is pouring my hosting money and marketing efforts down a rathole. Someone at a high Hostgator level needs to get involved to solve this fiasco.

Desired Settlement: I'd like to have totally new IPs for all of my accounts and assurance that no malware or hidden back doors are transferred over. I do not know how this works but would like to discuss options with someone at Hostgator who does. I want ********************* to be on it's own IP as I requested in the first place. Hostgator made it an addon and then told me it was too hard to change. I wish to be compensated for this mess, which has been a HUGE time drain for me. More attentive admins!

Consumer Response: AFTER I filed this complaint, I tested a form on my *********************.com site, and the form still did not work. I called in to Hostgator support, and spoke with a **** L. who was kind enough to test the site and confirmed that he was not able to send email from the site either. I was in contact over a period of several hours with him. He asked me to call him back after a period of time, which I did. He told me that ********************* was being moved to it's own IP, and I would receive an email when that migration has been completed. He said it would take a while. Today 24 hours later I had received no email, so I called in and spoke with ***** R. who said there was no open ticket as the ticket had been closed out and there was no migration that had taken place. I told him I still could not send email from the domain. After over 2 hours on the phone, they finally changed the mailserver IP and tell me that I can now send emails from that domain. This change also seemed to fix some other problems I was having, like not being able to receive email resets for Wordpress admin. panels. I am still unable to access a good portion of the wordpress sites I created over the past month.

Business Response:

Good Afternoon,

Thank you for having brought this to our attention.  I’m sorry to hear of the troubles you’ve experienced recently after dealing with multiple compromises on your server, however I’ll be more then happy to assist you with getting this all resolved fully.  I’d like to first note that it’s somewhat concerning that you would submit such a complaint prior to the matter being resolved which it wasn’t, however given the confusion and general nature of the situation it’s likely best to ensure this is being resolved appropriately, but with clarity as well so the situation can be avoided in the future.

Reviewing your recent security requests I’m not seeing any that were ignored as you allege however if you’d please provide those tickets I’d be happy to review them further.  As for the compromises and situation at hand currently, there are actually two entirely different issues occurring.  One with an account which looks to have been transferred to the VPS already compromised which we located and cleaned for you during a recent scan, then the second email issue spam, which has been preventing proper email function.

Having reviewed the tickets with our security supervisors as well as having reviewed logs myself it’s clear the first issue with wp-admin is not in fact related to the email blacklisting that was experienced most recently.  I’m also seeing conflicting information as to what you’ve reported and what our logs show as being installed to the software.  All recent installations look to have been from your area geographically based on the IP in logs, though regardless given the reports it appears multiple scans have been performed on the server to clean it.  As for the compromises they appear to be the result of inadequate passwords which is easily preventable, and to that end I’d like to encourage you in the future to use random string passwords, upper and lower case characters as well as numbers and symbols to ensure your passwords are as strong as possible.  Avoiding common words and personal information is also a great tip as those are often easily guessed.

As for the delay with the IP blacklisting, I do apologize for the time this has taken to resolve however we do typically get these listings cleared with some patience once we’re able to communicate with the involved spam haus.  We also usually will not provide a customer a new IP address after seeing an instance such as this where 400k spam emails were sent which is regrettably the client’s responsibility to keep tabs on, though it’s good to see our staff made exceptions as needed such as in this case.  We do certainly take network security and spam sending very seriously here at Hostgator.com functioning with a zero tolerance policy, though given the compromises it was also fairly clear you did not intentionally send the spam.  Regardless of where responsibility lies, should compromises of this nature continue in the future we may be unable to provide a clean IP like this meaning you’ll need to remain patient while we reverse the actions taken on the IP address.  That can regrettably take the better part of a week at times, though these do ultimately get resolved once the spam haus can release the listing.

Moving to your request for compensation we’ll unfortunately not be able to consider that given the source of the issues resulted in the way of weak passwords being set on the server which were compromised.  That’s unfortunately out of our hands, however with my earlier recommendations the situation is typically avoidable. 

In closing as for the situation at hand still in that you’re having trouble loading a few sites, I’ll look forward to any other details you can provide about the sites of concern, however if you’d please email me directly at *****************.com that would likely be the easiest way to work through the remaining concerns. 

 

Best Regards, 

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

Hostgator.com LLC 

*****************.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.  For your reference, details of the offer I reviewed appear below.

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

Regards,

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


 

I see no attempt on Hostgator's part to resolve this complaint. Rather I see blame and defensiveness, rather than any effort to resolve my issues. If this is typical of their senior management, I now understand their admins attitude. It's the old trickle-down effect. Thank God many of their front line people are humane. ****** talks out of both sides of his mouth as far as I can determine. On the one hand he says they gave me sevice that was compromised in the first place. I have tried to tell them this on many occasions, to no avail. On the other hand he says being hacked is all my fault due to weak passwords. It seems to me that at all costs their desire is to put the blame on me, with no attempt to really resolve the bottom line issues.

You will find my response to Hostgator's response below, plus an attachment to support my statement regarding **********. What I hear ****** saying on the one hand is my account was compromised BEFORE they even passed it off to me. Since they are providing the service, I do not understand why he would hold me responsible for them providing me with contaminated hosting. What he is saying goes right along with phone calls I have made many times over the years telling them something was not right as the hosting seemed to be contaminated. They always put me off and never really did a thorough investigation. If they had, we would not all be here discussing thi right now.

Since I have been with Hostgator, I have always used ********** to build Wordpress sites. No one has ever mentioned a charge for this service. Three days ago Hostgator suddenly cut off my access to ********** and said that I have to pay a fee to use it. They also said there is no way I have been using ********** to build Wordpress sites. I have built 49 Wordpress sites since I have been on VPS with Hostgator. They have no explanation as to how I built 49 ********** sites. What slipshod customer service. You would think we were at war and I am the enemy, rather than a living breathing paying CUSTOMER! They don't seem to have the same definition of that word as I do. With regard to ********** they might have just as well used the word 'liar' to my face. The fact is, I HAVE had access to ********** for all of the years I have had VPS and there are 49 existing Wordpress sites as evidence. When I asked about the 49 WP sites, they said they did not have an explanation. Unbelievable!

I do not understand why ****** i so sure me being hacked in February and having spam sent out in March as unrelated events. I don't really know how hackers work but it is certainly logical that if they found malicious activity inside my part of the server, that they could be related, or the hacker access is still present. In cases like this I would like to feel they are concerned about what has occurred, not only from my perspective, but from their own as well. They have a high reputation in the industry and that is why I chose them. I my case they don't seem to be living up to that high reputation.

 

bbb Complaint

 
***********************
6:12 PM (16 hours ago)

to *******
******,
I do not understand the relevancy of several things you wrote about in your answer to my complaint. I have never used weak passwords for login information except for when I am asking one of your tech support people to log in to help resolve an issue. I usually use hostgator1 and return the password to something more secure when they have finished.

What I use to determine the strength of passwords are the rating the server gives. Usually before I call, I change the password, thus the appearance of weak passwords.

If you are telling me that when I first migrated to VPS, the VPS was already compromised, which does not surprise me. That has been years ago. And when I first migrated, I called your tech support and reported problems back then. They did nothing to investigate the situation. So are you saying that this was MY responsibility to have migrated to an already contaminated VPS? If Hostgator is providing hosting service, should not the hosting be free and clear of comprcompromise BEFORE it is handed over to a customer? I do expect that you will twist that around to be my responsibility as well.

Since I have filed this complaint, been told that I have no right to access ********** without paying Hostgator money. Your techs have quoted me two different prices, and pretty much called me a liar to my face when I tell them that I have been using ********** to create Wordpress sites since I have had VPS. They say this is impossible. I have 49 Wordpress sites that have been created with **********, and this is the first I've heard that I could not access it. By the way, it is true that I cannot access **********, but only since 2 days ago when this first came up. So I don't know what the deal is on that other than I am suddenly being faced with yet another difficult situation, of having 49 Wordpress sites in limbo now, because it's my word against yours that I have had ********** access since the inception of my VPS with you. From the tone of your letter, I don't expect that you will believe me either, however I have attached evidence of Wordpress sites having been created using **********. In case you are not able to understand my frustration, 49 sites is a lot of word to just go up in smoke, because I was erronously allowed access to ********** without any knowledge that I was not supposed to use it. I have had VPS since ********** wa the only way to build a WP site, and until two days ago when your techs blocked access, I was none the wiser.

I have not been able to use my hosting for over a month now, do to all of these issues. As a longtime customer, I would think that would earn me at least a month of service, as I have not been able to use the VPS for over a month. You have blamed me for the compromise, due to weak passwords. I will reiterate, the passwords I have used have registered as strong on the server ratings, so how you can justify putting the blame to me is literally amazing!
By the way, I do have a record of all of the Hostgator tickets that have been issued on my behalf. My idea of wading through them is not my idea of a fun time a fun time. Here is one ticket number for you to review:
***********

As i recall, I was having trouble uploading some website work using a web-building program I use. As I recall, your techs finally came to the conclusion that I could not upload due to the fact that I had cancelled the main domain on the particular group of add-on domains. I do not remember all of the technical details, but I do remember they talked with me about using some new way to build Wordpress sites, and we came to the conclusion that that new way would not work in this case, because when we tried to upload using the ftp address, which had to be made from the main domain, the ftp wouldn't work because the server was looking for an ftp address made of a url that no longer existed on my server because I no longer had the domain. This i called learning the hard way, and since then I have not released any more main domains. The reason I  am bringing this up is because it is the only reason I can remember that might be even remotely related to why I still had **********. When I started using ********** it was free, and as I said no one ever came calling to tell me I had to pay for it until yesterday. Somehow I am hoping you can see that this is really leaving me in a lurch. I do not want to change hosts simply because of all of the sheer work it would entail for me. 

I guess I will have to search through all of the tickets I have to show evidence of the other statements I have been making. This seems like I sheer waste of my time. What I pretty much got from your response is all of my problems are my fault and I pretty much deserve all of what has happened to me. One thing that is not clear is if my site was compromised before I was migrated to the VPS, how do you hold me accountable for the compromise being due to weak passwords? If they were already there, they did not have to even concern themselves with "weak passwords."

From time to time I have called in saying that I thought things were compromised, because the amount of traffic I was getting didn't fit with what was happening some of my sites. I can provide you with this evidence if I wade through the tickets.

Another thing that I do not understand is if you found malicious activity a month ago on my site, and it's never worked properly since then, how are you so sure that the spam is from a different incident. Begging your pardon for my ignorance, but if you found malicious evidence in February, (That's what you emailed to me), and if you found it again in March (you said March 5), how do we know that these are not related?

At any rate, I don't feel very confident that anyone at your end is concerned about anything but dumping all of this in my lap, which has been how it has gone so far. Some of your techs have been very nice and have been empathetic and helpful, but like me, they don't have much power in the situation. I would GREATLY appreciate if you could look at things from my perspective and try and help me rectify the situation, instead of blaming me for it.

I have attached a screenshot of some Wordpress sites built by me with **********, to prove to you that I have been using it all along. Please see the attached. I am very dissapointed in the way your managers have handled what I have been through. I am frankly spent at not being able to use my hosting for a month, and even more, really dissappointed that instead of being heard, I am being blamed.  I am wondering if things have in fact been cleared up at all, and if an event occurs again, I will again be told that the events are unrelated.

Also please read ticket:

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

This is the interchange where I reported that some suspicious activity was going on. At frist your admins came back and said they found no problems. It was only after I replied again that they investigated and then actually reported back that they did find something malicious. Then again in March they found more.  Please clarify why you are so sure these are unrelated.

As for the ********** situation, I have attached a screenshot of using ********** last year to create websites. These are backups that I happened to leave on the server. Please notice that ******** shows in the upper right that these are backups of wordpress sites created through **********. For me it is as if your admins are finally scrutinizing my VPS and are finding all kinds of things that are costing me dearly, when these things are not things I have control over or am responsible for, yet the rug is being ripped out from under me with no regard that I have been a Hostgator client for years! What a way to treat your customers!

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

 

Business Response: Good Morning,


The email correspondence between the customer and myself offering explanation to her concerns is included below.  I find it suspicious that she continues to dispute the facts however did not include my communication to her or any relevant information to support her accusations of negligence on our staffs part.  Our staff has done nothing negligent while offering her support going above and beyond repeatedly to help her, nor is she willing to accept our continued explanations as to why the two situations are unrelated.  

Given the lack of any credible evidence on her part suggesting we're responsible for the hacking that's taken place with her software(which again is the customers responsibility to maintain), I unfortunately must side with the information present within our ticket system.  We have server output and logs to back our explanations which to this point she's neglected to provide continuing to argue in circles.  

Furthermore earlier this morning the customer was offered a credit towards the service as a gesture of good faith as outlined in my email below.  That was requested initially in an effort to hopefully resolve this dispute by her directly, however that's since been rejected.  Additionally, while she's unwilling to assume any responsibility for the spam being sent from her server should further spam be found being sent from her server we'll be banning the accounts from our network.

Ultimately since it appears we'll be unable to provide her a satisfactory resolution even after providing her credit which was unjustified towards these issues I'm also happy to simply offer her a refund for the past 2 months of service if she'd like to take her business elsewhere.  While I'd hate to see this occur, given the lack of responsibility being taken by her as well as the clear evidence that she's been negligent in keeping outdated vulnerable software up to date which is outlined in my below email to hopefully avoid future compromises it may be best.


This morning's email is below:

 My apologies for the delay in response.  I spent most of last evening auditing your entire ticket history as well as all recent calls to our support team in an effort to get a fair idea of what exactly you've experienced the past two years with the VPS.  What I found through this investigation is that there has been a constant assumptions made and accusations from you that our staff has overlooked issues, been generally negligent with your support and allowed these compromises to occur.  That’s absolutely not the case after my audit as our staff on several occasions has scanned accounts, found other accounts you weren’t even aware were compromised and provided you recommendations for avoiding future compromises in the way of keeping your software up to date.

 In regards to the VPS being compromised prior to it being provided for you, that’s simply not the case.  Each and every VPS container is created anew for every client.  You get a fresh VPS container as well as a brand new installation of CentOS and cPanel.  I apologize if my previous response caused any confusion, however to clarify what I stated it appears a user ‘eagle’ was migrated to the VPS already compromised which it appears you were unaware of.  I’m not clear on where that user account was migrated from, however it’s indeed clear that we wouldn’t have been aware of that given your report of compromises in the ‘amazing’ user in May of 2012, which we in fact scanned and reported clear of malicious content after it was reported.

 We also discovered in that ticket************ (5/5/2012) that the changes you reported occurred from someone logged in through an IP address in your general geographical area whom performed the changes with Fantastico Deluxe.  At that time we also brought three other Wordpress installations to your attention that were outdated and vulnerable suggesting negligence on your part in the way of keeping your installations up to date as shown below:

Vulnerable Applications:
========================================
Wordpress :: 3.1 ::**********************************************
Wordpress :: 3.1 ::*********************************************
Wordpress :: 3.0.4 :: ***************************<<<<<

Version 3.3.2 was current as of April 20,2012  -- ^^^ These installations were quite outdated which is a very serious concern from a security stand point>>>>>>


I'd like to also point out that since that time none of the vulnerable applications were updated, but more importantly there are more vulnerable software installations present in numerous accounts on the VPS currently which suggests negligence in the way of you keeping them updated.  I've included the scans below showing which software needs updated, however please understand that if you neglect to get these updated further compromises are an inevitability we will not assume liability towards.

******** ***************** ******* *********** ******** ******** ====================================
--=== VERSION DETECTION REPORT ===--
====================================
Vulnerable Applications:
========================================
Wordpress        ::      3.1 :: /home/amazing/public_html/nomoreherpessymptoms              
Wordpress        ::      3.1 :: /home/amazing/public_html/grab-it-online.info/web-traffic   
Wordpress        ::    3.0.4 :: /home/amazing/public_html/b                                 
Wordpress        ::    3.4.1 :: /home/amazing/public_html/grab-it-online.info               
Wordpress        ::    3.4.1 :: /home/amazing/public_html/grab-it-online.info/online-marketing-strategies


User 'curecold'
root@gra [/home/curecold]# vdetect
Directories scanned: 00000213 
====================================
--=== VERSION DETECTION REPORT ===--
====================================
Vulnerable Applications:
========================================
Wordpress        ::      3.1 :: /home/curecold/public_html/coldsoreremedy                   
Wordpress        ::      3.5 :: /home/curecold/public_html/stop-herpes                      
Wordpress        ::    2.9.2 :: /home/curecold/public_html/blogcopy                         
Wordpress        ::    2.9.2 :: /home/curecold/public_html/copy  


User 'eagle'
root@gra [/home/eagle]# vdetect
Directories scanned: 00000248 
====================================
--=== VERSION DETECTION REPORT ===--
====================================
Vulnerable Applications:
========================================
Wordpress        ::    3.3.1 :: /home/eagle/public_html/themailsolution.com/blog            
Wordpress        ::      3.1 :: /home/eagle/public_html/grab-it-online.net/blog             
Wordpress        ::    3.4.1 :: /home/eagle/public_html/grab-it-online.net/marketing-firms  
Wordpress        ::    3.3.1 :: /home/eagle/public_html/themailsolution.com/optimize        
Wordpress        ::      3.1 :: /home/eagle/public_html/grab-it-online.net/lead-generation-companies
Wordpress        ::    3.3.2 :: /home/eagle/public_html/grab-it-online.net/mom              
Wordpress        ::      3.1 :: /home/eagle/public_html/themailsolution.com/blogit          
Wordpress        ::      3.4 :: /home/eagle/public_html/grab-it-online.net/see-it-now       
Wordpress        ::      3.1 :: /home/eagle/public_html/grab-it-online.biz/Blog_How_To_Earn_Money
Wordpress        ::      3.1 :: /home/eagle/public_html/themailsolution.com/blogmore 


User 'globalhe'
root@gra [/home/globalhe]# vdetect
Directories scanned: 00000084 
====================================
--=== VERSION DETECTION REPORT ===--
====================================
Vulnerable Applications:
========================================
Wordpress        ::    3.4.1 :: /home/globalhe/public_html/thatmakesadeal.com/internet-marketing-strategies
Wordpress        ::      3.1 :: /home/globalhe/public_html/thatmakesadeal.com/leads-online  


User 'insuri'
root@gra [/home/insuri]# vdetect
Directories scanned: 00000142 
====================================
--=== VERSION DETECTION REPORT ===--
====================================
Vulnerable Applications:
========================================
Wordpress        ::    3.4.1 :: /home/insuri/public_html/www.insiderfasttrack.com/how-to-market-your-business
Wordpress        ::    3.3.2 :: /home/insuri/public_html/handbagspursesyousave.com          
Wordpress        ::    3.1.2 :: /home/insuri/public_html/handbagspursesyousave.com/prada    
Wordpress        ::      3.1 :: /home/insuri/public_html/www.insiderfasttrack.com/get-website-traffic
Wordpress        ::    3.1.2 :: /home/insuri/public_html/handbagspursesyousave.com/reviews  
Wordpress        ::    3.2.1 :: /home/insuri/public_html/www.insiderfasttrack.com/enter     
Wordpress        ::    3.1.2 :: /home/insuri/public_html/handbagspursesyousave.com/guide


User 'jobsla'
root@gra [/home/jobsla]# vdetect
Directories scanned: 00000159 
====================================
--=== VERSION DETECTION REPORT ===--
====================================
Up-To-Date Applications:
========================================
Wordpress        ::    3.5.1 :: /home/jobsla/public_html/rejuvenationmarketing.com/fb       
Wordpress        ::    3.5.1 :: /home/jobsla/public_html/rejuvenationmarketing.com/mobile   
Wordpress        ::    3.5.1 :: /home/jobsla/public_html/rejuvenationmarketing.com          
Wordpress        ::    3.5.1 :: /home/jobsla/public_html/rejuvenationmarketing.com/go       
Vulnerable Applications:
========================================
PHPList          ::  2.10.13 :: /home/jobsla/public_html/rejuvenationmarketing.com/phplist  
Wordpress        ::    3.4.1 :: /home/jobsla/public_html                                    
Wordpress        ::      3.4 :: /home/jobsla/public_html/paydayloanlenders     


User 'lifelines'
root@gra [/home/lifeinse]# vdetect 
Directories scanned: 00000147 
====================================
--=== VERSION DETECTION REPORT ===--
====================================
Vulnerable Applications:
========================================
Wordpress        ::    3.3.1 :: /home/lifeinse/public_html/acousticelectricguitarsreviews.com/best/temp
Wordpress        ::      3.5 :: /home/lifeinse/public_html/loseweight-uhuh.com              
Wordpress        ::    3.0.5 :: /home/lifeinse/public_html/acousticelectricguitarsreviews.com/best/guitars-WPOLD
Wordpress        ::    3.3.2 :: /home/lifeinse/public_html/acousticelectricguitarsreviews.com/best
Wordpress        ::    3.3.2 :: /home/lifeinse/public_html/acousticelectricguitarsreviews.com


Not long after that you were in contact with our phone support who provided you correct information regarding downtime you were experiencing due to DNS misconfigurations at your registrar.  In that ticket you alleged that the agent “seemed untrustworthy” which you had no basis by which to determine given the information you were contesting was accurate and relevant to your problems which a supervisor clarified you shortly there after that evening.

 After no serious issues for several months and repeated reports of compromise which there was never evidence to support we then assist you with NKX-19892223 where you once again stated a compromises server as the source of the issues when in fact you’d neglected to renew your domain name registration which subsequently disabled your DNS nameservers.  Had you renewed the domain prior to it expiring this downtime would not have occurred however blame was placed on our support for the downtime.


 That brings us finally to last month when you reported ‘http://rejuvenationmarketing.com/mobile’ had been compromised and the SSL functionality disabled.  Our initial investigation showed 5 plugins installed contrary to your report of 10-15 new plugins being installed.  The installed plugins are below:

Akismet
Disable Comments
Mobile ATM Unlimited
One-Click Child Theme
Social Mobile Platform

 It’s worth noting at no point did you provide clarification regarding the names of the plugins you stated were present which we were unable to locate, however have continued to dispute their presence.  If that's the case we absolutely need clear and concise information as to where you're seeing these or even better how to replicate this so we can see them ourselves.

We also discovered your Wordpress installation at ‘http://rejuvenationmarketing.com/mobile’ wasn’t configured in the database to utilize http contrary to your repute and argument over the situation.  Your primary site for the domain ‘http://rejuvenationmarketing.com/’ was in fact configured to force SSL however as shown below:

Clearly not configured to force https SSL connections:
Home URL: http://rejuvenationmarketing.com/mobile
Site URL: http://rejuvenationmarketing.com/mobile

Where the one at rejuvenationmarketing.com clearly was:
Home URL: https://rejuvenationmarketing.com
Site URL: https://rejuvenationmarketing.com

After disputing this with our staff we ultimately updated the configurations as you’d stated they should have been configured.  We also deemed the reported account clean of malicious content once again at that time. 


Several days later on the 14th you again reported suspicious activity with no evidence to support it, however the ticket was escalated and our security team scanned the entire VPS server.  The account you reported once again was clear, however we did discover that the user ‘eagle’ was indeed compromised and cleaned the infected files.  Given it was clear the compromise occurred through an FTP account this suggests once again that your password on the account was compromised which I realize you wish to contest, however the logs clearly show the compromise occurring through the user ‘eagle’ which if this was not done by you suggests it was in fact a compromises password.

Cleaned files:
===========
/home/eagle/public_html/grab-it-online.biz/004ULBC/pp-pdt-thanks.php
/home/eagle/public_html/grab-it-online.biz/001CCS/pp-pdt-thanks.php
/home/eagle/public_html/grab-it-online.biz/005FCAds/pp-pdt-thanks.php
/home/eagle/public_html/grab-it-online.biz/002AMZ/pp-pdt-thanks.php
/home/eagle/public_html/grab-it-online.biz/006MBMM/pp-pdt-thanks.php

FTP log information:
================
File: `/home/eagle/public_html/grab-it-online.biz/004ULBC/pp-pdt-thanks.php'
Size: 10951 Blocks: 24 IO Block: 4096 regular file
Device: 1bh/27d Inode: 244383772 Links: 1
Access: (0644/-rw-r--r--) Uid: ( 502/ eagle) Gid: ( 501/ eagle)
Access: 2011-09-11 23:48:46.000000000 -0500
Modify: 2011-09-16 03:22:10.000000000 -0500
Change: 2011-09-16 03:22:10.000000000 -0500

67.170.65.190 - eagle [09/16/2011:08:22:09 -0000] "POST /json-api/cpanel HTTP/1.1" 200 0 "http://www.eaglemight.com:2082/frontend/x3/filemanager/editit.html?file=pp-pdt-thanks.php&fileop=&dir=%2Fhome%2Feagle%2Fpublic_html%2Fgrab-it-online.biz%2F004ULBC&dirop=&charset=&file_charset=_DETECT_&baseurl=&basedir=&codeedit=1" "Mozilla/5.0 (Windows NT 5.1; rv:7.0) Gecko/20100101 Firefox/7.0"

It's worth noting as well that this IP address 67.170.65.190 is from the Seattle area where you live.  Following these findings you contacted us again on 2/17/2013 stating further plugins had been installed without your knowledge.  Investigation shows the plugin was installed that day from 71.231.6.83 also in the Seattle area.

 File: `/home/jobsla/public_html/rejuvenationmarketing.com/gomobile/wp-content/advanced-cache.php'
Size: 656 Blocks: 8 IO Block: 4096 regular file
Device: 1bh/27d Inode: 22315874 Links: 1
Access: (0644/-rw-r--r--) Uid: ( 512/ jobsla) Gid: ( 510/ jobsla)
Access: 2013-02-17 18:02:24.000000000 -0600
Modify: 2013-02-17 18:02:24.000000000 -0600
Change: 2013-02-17 18:02:24.000000000 -0600

File: `/home/jobsla/public_html/rejuvenationmarketing.com/gomobile/wp-content/plugins/wp-super-cache/advanced-cache.php'
Size: 656 Blocks: 8 IO Block: 4096 regular file
Device: 1bh/27d Inode: 22316702 Links: 1
Access: (0644/-rw-r--r--) Uid: ( 512/ jobsla) Gid: ( 510/ jobsla)
Access: 2013-02-17 18:02:11.000000000 -0600
Modify: 2013-02-17 18:02:11.000000000 -0600
Change: 2013-02-17 18:02:11.000000000 -0600

71.231.6.83 - - [17/Feb/2013:18:01:39 -0600] "GET /gomobile/wp-admin/plugin-install.php HTTP/1.1" 200 31364 "https://rejuvenationmarketing.com/gomobile/wp-admin/" "Mozilla/5.0 (Windows NT 5.1; rv:18.0) Gecko/20100101 Firefox/18.0"
71.231.6.83 - - [17/Feb/2013:18:01:40 -0600] "GET /gomobile/wp-includes/js/thickbox/thickbox.css?ver=20121105 HTTP/1.1" 304 - "https://rejuvenationmarketing.com/gomobile/wp-admin/plugin-install.php" "Mozilla/5.0 (Windows NT 5.1; rv:18.0) Gecko/20100101 Firefox/18.0"
71.231.6.83 - - [17/Feb/2013:18:01:40 -0600] "GET /gomobile/wp-admin/css/colors-fresh.min.css?ver=3.5.1 HTTP/1.1" 304 - "https://rejuvenationmarketing.com/gomobile/wp-admin/plugin-install.php" "Mozilla/5.0 (Windows NT 5.1; rv:18.0) Gecko/20100101 Firefox/18.0"
71.231.6.83 - - [17/Feb/2013:18:01:54 -0600] "GET /gomobile/wp-admin/plugin-install.php?tab=search&s=wpsupercache&plugin-search-input=Search+Plugins HTTP/1.1" 200 28821 "https://rejuvenationmarketing.com/gomobile/wp-admin/plugin-install.php" "Mozilla/5.0 (Windows NT 5.1; rv:18.0) Gecko/20100101 Firefox/18.0"
71.231.6.83 - - [17/Feb/2013:18:01:55 -0600] "GET /gomobile/wp-

Given there was never a clear response from you regarding this situation, it appears to have occurred from your geographically area and you reported this plugin appeared without your knowledge, do you have a developer or anyone else with access to these accounts possibly?  While It's great that we pinpointed where the plugin came from and when it was installed, it would seem there's information we're not being presented with given the lack of clarity provided back from you.

This brings us finally to NHR-20987567 the ticket regarding your email compromise and bulk spam sending that occurred which violates our mail policy.  You reported that your IP address was located on a spam blacklist, once again stating the account was hacked.  Once more our security team scanned the reported user the issues came from and found no malicious content which the output below shows:

root@gra [/home/eagle]# cat IS-malware-scan.20130308.1362798132.log
gra: Fri Mar  8 21:02:14 CST 2013: Detected username from cwd: eagle
gra: Fri Mar  8 21:02:14 CST 2013: Cleaning up.
gra: Fri Mar  8 21:02:14 CST 2013: Preparing ClamAV.
gra: Fri Mar  8 21:02:19 CST 2013: Preparing definitions.
gra: Fri Mar  8 21:02:22 CST 2013: Preparation completed.
gra: Fri Mar  8 21:02:22 CST 2013: Scanning: /home/eagle

----------- SCAN SUMMARY -----------
Known viruses: 60815
Engine version: 0.97.2
Scanned directories: 4220
Scanned files: 15775
Infected files: 0        <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<
Data scanned: 1025.77 MB
Data read: 8590.38 MB (ratio 0.12:1)
Time: 152.168 sec (2 m 32 s)
gra: Fri Mar  8 21:04:54 CST 2013:
gra: Fri Mar  8 21:04:54 CST 2013:
gra: Fri Mar  8 21:04:54 CST 2013: Scan Complete.

We did however discover that two email accounts under your control had sent over 400,000 spam emails.

**************************************************** ******* **************************************************** *******Mail Log Parsed from Mar 3, 2013 16:20:29 to Mar 5, 2013 16:20:29
======================================================
User sent approximately 403,099 messages to 384,987 unique recipients.

There were 12213 bounces received in this period, 3 percent of the emails sent.

 These originated from within the ‘eagle’ user which once again so it’s clear we previously cleaned in February for you.  We also updated your password at that time to something completely random which is not likely to have been cracked.  The fact that these two email addresses are hosted within that account and were compromised to send the spam after our scans the month prior suggests password compromises.  The output provided above showing the account clear of infected content on the 8th also supports this idea.

When alerting you to this we immediately updated the passwords as shown below as was the case the month prior:

*** ****** ******** *** ******** ***** ***** ** ************ *** ***** ******** *** *********************************** ***** ** ************ *** ***** ******** *** *********************************** ***** ** ************
Once the account was determined to be secured we began working to have your IP address removed from the SORBS listing which was completed a few days later.  While I do certainly sympathize with this situation please realize what has taken place has been the result of no misaction or negligence on our staffs part.  I’d like to also make it clear that further spam issues will result in a complete ban of your hosting from our network.  We have zero tolerance for this type of activity, which is something you will be held responsible for.  I realize you were likely unaware that prior or of what was taking place, however now that it’s been clarified we do expect the issues will not continue.

Moving finally to your concerns with Fantastico Deluxe licensing we in fact do not provide the software license free on these servers.  We do however offer QuickInstall which we built in house and is included free with the VPS as an alternative solution.  As for Fantastico if you wish to use that with our VPS service you’d need to contact the developer Netenberg directly to acquire a license for the software here:  ************************************  My apologies for any confusion in this regard that you may have experienced as well.

 In closing given the troubles, frustration and your general confusion I’ve also provided your billing account with a credit towards the coming months service.  I hope this shows our interest in making right on the situation, even though I don’t believe the hacking nor spam are the result of our own lack of action.  Additionally having provided clarity on the various issues you've sighted as concerns, hopefully this opportunity to help offer clarity and educate will allow you to better control your software and the VPS going forward.  On the off chance you still have any confusion with the provided information in my email please let me know.  I'm also happy to help in an on going basis should you encounter any new issues, by all means please let me know.  

Best Regards,
****** ******
******** ** ******** *******
Hostgator.com
http://support.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.  For your reference, details of the offer I reviewed appear below.

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

Regards,

 ****** *******




I am a bit distraught at ******’s response to my response. He seems to be painting a picture of a complaining person who has no grounds to anything that is being voiced or said. Most of the communications I have had with Hostgator have been positive, and I frequently go out of my way to give positive feedback as to how individuals and the entity has helped me. I also frequently take the time to give ratings feedback that is mostly 9s and 10s. I notice that he has not make one mention of this fact… I will say as I have continually said throughout this fiasco, I have found Hostgator tech support for the most part very professional and committed to problem-solving while working with me the caller to solve my problem.
 
Let me say that I am committed to getting to the bottom of the situation, not bent on being right. It was certainly my responsibility to keep Wordpress sites updated, and that is something I did not do. I am thankful that ****** has made me aware of how crucial this is. However, according to ******, the breaches in my server appear to have come through email password breaches, which have nothing to do with Wordpress.
 
In no way am I blaming Hostgator for the breaches to my account, anymore than ****** should be implying that I or someone I know had anything to do with sending out the 400,000+ spam emails from my compromised account.
 
Here is a quote from him that I find troublesome:
 
“I apologize if my previous response caused any confusion, however to clarify what I stated it appears a user ‘eagle’ was migrated to the VPS already compromised which it appears you were unaware of.  I’m not clear on where that user account was migrated from, however it’s indeed clear that we wouldn’t have been aware of that given your report of compromises in the ‘amazing’ user in May of 2012, which we in fact scanned and reported clear of malicious content after it was reported.”
 
If ****** will check the record, he will find that eagle was migrated to my VPS server from a reseller Hostgator account. When I purchased that domain, I was already a member of Hostgator, so the account has not been hosted anywhere else, so my point was, if the account was compromised, it was on a Hostgator server. So maybe my first report of a compromise was when I was on a reseller account. I do not remember. All I can tell you is I migrated the eagle account on VPS from another Hostgator account. I don’t think ****** that you were aware of this. Either way, the compromise took place while the account was on a Hostgator server somewhere.  Thus the “confusion” ****** mentions. Hopefully this fact clears up the “confusion” about that matter. Also if the record be examined around that time I also reported spicious goings on on my accout. I do not rightly recall if this was before or after the migration, but either was t was reported to Hostgator and nothing was done that I know about.
 
My feeling is not that Hostgator is to blame for anything. My contention is that the admin’s response has not been conducive to solving problems. I feel the problem is THEY think there isn’t a problem when I think there is. I don’t claim to be a technical genius, so I depend upon Hostgator techs to do the genius part. Here is an example of what I mean tp demonstrate how things are getting lost in the ticket exchange.
 
Here’s another quote from ******:
 
“ That brings us finally to last month when you reported ‘http://rejuvenationmarketing.com/mobile’ had been compromised and the SSL functionality disabled.  Our initial investigation showed 5 plugins installed contrary to your report of 10-15 new plugins being installed.  The installed plugins are below:

Akismet
Disable Comments
Mobile ATM Unlimited
One-Click Child Theme
Social Mobile Platform

 It’s worth noting at no point did you provide clarification regarding the names of the plugins you stated were present which we were unable to locate, however have continued to dispute their presence.  If that's the case we absolutely need clear and concise information as to where you're seeing these or even better how to replicate this so we can see them ourselves.”
 
****** is not considering that most of the communicating I have had with Hostgator has been over the phone. My experience is that Hostgator techs who answer the phone, only issue tickets if they cannot solve the issues themselves. I would rather not have a ticket issued, because that means the issue is not solved. I have repeatedly stated, and will state again for the record that Hostgator techs for the most part have been awesome, professional, many of them are extremely knowledgable and helpful, and I have high regard and respect for them. It’s when tickets are issued that things can go haywire.  Things seem to get jumbled and misinterpreted, muddy and distorted due to the phenomenon that takes place when humans pass on information. My experience when tickets get issued for the most part has not been very good. Within the last month I have tried to avoid it as much as possible and have even requested that techs NOT issue a ticket, because of what I have just explained. As to address the specifics of the quote, I always agreed with the techs that I installed the 5 above-mentioned plugins.
 
****** is correct about the plugins mentioned. They are exactly the plugins I installed. HOWEVER, when I logged into the account, about 15 plugins were shown in the Wordpress dashboard. I was stunned, to say the least. The admins reported back that they didn’t find the 15 plugins. Neither did the techs who first answered the phone when I called about what happened. I logged in numerous times after that and never saw the 15 plugins again. I guess the question is did I actually see this page with 15 plugins, or did I not? Or am I a nut job, or halucinnesitory or something along those lines. I told the tech who first answered the phone the names of a few of the plugins. What he wrote in the ticket to the admins was a different scenario than what I related. I am not blaming anyone for this. It is a human phenomenon we all have to deal with. That is, how things get distorted as they are passed along. My contention is, when I report something like this, I am not making these things up, nor am I whacko. Later on it turns out that the server was indeed compromised, so maybe what I saw was indeed evidence of the compromise. Turns out things went from bad to worse and it did become quite evident that the server was indeed compromised. What I related about the plugins was perfectly clear, as we went over it several times on the phone. Somehow things are getting lost in the translation when they go from mouth to pin.
 
Throughout ******’s response, he has accused me of not being clear and not providing adequate information. This has not been the case. I would think that it is evident that I am a verbose, and more than willing to provide any requested information. I am conscientious and thorough as well. Not to say that I am without error or an expert. I have never to my knowledge refused to provide information, especially when it is in my own best interest. He accused me time and time again of refusing to supply requested information. The part he is not considering, or is leaving out are the phone conversations I have had with Hostgator regarding these very matters. Please review the amount of calls and time to Hostgator during at least part of the period we are talking about from my phone bill. These phone calls were about these very matters and I can confidently say that the information ****** is accusing me of NOT provided was provided in these phone conversations! I am saddened that ****** is painting a picture of a non-corporative accusatory person. This is not who I am. I have provided any and all information that anyone at Hostgator has asked me for. It is in MY best interest to have these matters solved and working properly. When I read over the tickets, there is much shortening of information and also distortion as to what I have actually reported. I say this not to criticize anyone, but rather in hopes that ****** will take into consideration the point that he is making so clearly right here. He is judging that I did not adequately communicate information. I contest that the 8.5 hours of phone conversations for just a PART of February did indeed adequately communicate the problems I was having to Hostgator. Furthermore to say that I repeatedly refused to give needed information is really out of line and incongruent with 8.5 hours Hostgator techs and I spent on the phone trying to get things sorted out. I do not yet have my phone bill for March, but my recollection is that the amount of phone hours is even greater in March than in February. To be accused of refusing to give information when in fact I talked myself blue in the face .is inflammatory
 
Here’s another quote from ******’s response:

 We also discovered in that ticket BET-******** (5/5/2012) that the changes you reported occurred from someone logged in through an IP address in your general geographical area whom performed the changes with Fantastico Deluxe.  At that time we also brought three other Wordpress installations to your attention that were outdated and vulnerable suggesting negligence on your part in the way of keeping your installations up to date as shown below:”
 
This sounds to me like ****** is implying that someone in my immediate geographical area caused the problems, maybe me? I am the only person who has access to my sites, other than Hostgator reps when they are assisting. This is just the kind of thing that so adequately demonstrates the issue at hand. Instead of considering that what I am reporting might really be a problem, the implication is I am doing these things myself! Are you serious??? This is exactly why I have gotten so exasperated with Hostgator admins. Instead of considering that there might REALLY be a problem, the implication is that I am the problem. Hosting is a service I am paying for and I need to work properly. When it is not working I will do my best to see if it is possible to get it to work properly. On the one hand you tell m that I do not have access to Fantastico, on the other hand you state that someone in my geographical area has used Fantastico to cause the very problems that I am reporting. These things do not add up. Someone without access to Fantastico is calling Hostgator and wreaking havoc by doing mischief on their own server, then spending hours upon hours blaming Hostgator for the problem. If you think this is what this whole situation is all about, think again. I would like to work WITH Hostgator to resolve the issues instead of wasting all of these hours ****** and I are both spending to get nowhere. I did in fact uninstall and reinstall Wordpress installations several times to try to see if this would rectify the problems I was having being unable to use Wordpress. These installations were done in conjunction with working with Hostgator techs to try and figure out what was wrong. To have ****** come back and imply maliciousness on my part or whatever his point was is mystifying to me. So for the record YES I continually attempt to log into my server and do work there. THATIS WHY I HAVE IT!  So the fact that you would point out that someone from an IP in my area is accessing my server is incredulous! Of course I am accessing my own server. But to accuse me of  of being malicious is over the top! Let it be clear that I have at no time sent spam or uploaded malicious software or other items. I do not know how to do so, nor would I do such things. According to Hostgator techs, the IPs doing the mischief were from Croatia and other countries in that immediate part of the world. I was told this because I specifically asked.
 
So obviously you are aware that I have been using Fantastico all of this time, and according to you, for free when I should have been paying for it. This was not something malicious on my part, but apparently slipped through the cracks on your part. So how about instead of disabling Fantastico from my server, and saying NOTHING to me, until I called in saying something was wrong and I could no longer access Fantastico. I would have greatly appreciated if someone from Hostgator would have contacted me and discussed the situation and told me what was going on, instead of costing me and your techs hours of trying to figure out what was wrong. It took us a few days to figure out that Fantastico was disabled. What a precious waste of everyone’s time. Does how this Fantastico thing was handled seem professional to you? I get that you are not happy that I was using Fantastico without paying. However, it was not something I knew about, and since I have used it from the inception would have no way of knowing about the charges unless someone from Hostgator informed me. A more direct approach would have been a lot more productive for us all. I am not here to scam you or get over. Rather I am running a business, as are you. I am willing to pay what I owe, but I cannot do that if I do not know about the cost.
It seems we are going in circles and nothing is getting resolved. Thank you for the month’s credit of service ******.  I plan to update the Wordpress sites that you have pointed out that need updating.
****** ******* 
 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/14/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged a yearly fee for a domain name which I thought was cancelled over 1 year ago when I cancelled an entire hosting package. I called to get a refund while the charge was still pending in my account.I told host gator this should have been cancelled with my package over 1 year ago and that I had no need for the domain name. Host Gator refused to refund. Despicable customer service.

Desired Settlement: Credit the $15 back to my account!!!!!!

Business Response:

Good Afternoon,

I’m sorry to hear of the trouble in cancelling the registration of your domain name *******************net.’  While we do require domain renewals be cancelled in writing, which I’m not seeing a record of occurring, I do also recognize that you attempted or intended to cancel the domain renewal previously when the hosting account itself was cancelled.  Even though we don’t directly cancel the domain with the hosting as many users intend to keep the domain, simply migrating it to another company/service it’s clear you didn’t intend to have that renewed again this year, which I’m happy to help with.

At this time the refund for the domain renewal has been processed in the amount of $15, which you were billed on 3/9/2013 annually for the renewal.  The refund should take between 3-5 days to process back to you, however should you have any further questions, concerns or comments feel free to reply me directly via my email *******@hostgator.com.  It’s definitely not a problem to discuss the matter further or simply communicate with you after this reply to ensure the refund is received promptly and as expected.  In closing I’d like to again apologize for the trouble you’ve encounter and if there’s anything at all further I can assist with please don’t hesitate to ask!

Best Regards,

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

******** of Customer Service

*******@hostgator.com

Hostgator.com LLC

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 is satisfactory to me.  The business has performed the action, so I consider this complaint resolved.

Regards,

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: made a few sites and was set up with alot of inexperienced support members had to call in everymonth way to many times with server issues and or troubleshootingcould not conduct businness proper in the last 3 months, upgraded to resellers and got worstI aked for credit one month prior do to the lack of help and getting the run around, but was ignored, since all my content was already up didnt want to start over, , this last month goes byand i was only able to use resellers billing service for 2 weeks, and they said they dont offer support for resellers billing system so there i am stuck with a service i paid for but cant use.i contacted the billing support for the billing system and they did not help at all. after that i finnally got a hostgator support guy to check and fix and he couldnt do it,then someone went into my files with out my permission and did something to make it work and try to say it was my fault when i had no support in the first place.these guy are liars and need to be shut down for lack of support and not able to refund or credit for that. they always loose the calls of all the mistakes they make!some how they are built to cover up mistakes

Desired Settlement: 3 to 4 months of pay for lack of support

Business Response:

Good Afternoon,

I’m sorry to hear of the frustration you’ve encountered through use of our service.  As always we strive to provide world-class support and service. So, it’s definitely not a problem to look into this situation through an audit of the support you were offered.

Having had the chance to review your entire email ticket history as well as the associated call ID’s today, I’ve put together a Microsoft Word document containing an audit of support outlining your repeated efforts to garner unjustified credit from us over false allegations for which there is no basis. Additionally, this document highlights the abuse you’ve directed towards our staff over the past couple of weeks.  While I do certainly understand your frustration, there is absolutely no reason to speak to or treat our staff in the way you have when they’ve been both prompt and courteous with the service offered. 

After completing the audit, it’s also clear that our staff has repeatedly attempted to get further clarification as to what the specific problems are that need to be addressed. These requests, you continue to deny, have occurred with certainty.  To reiterate, we’ve repeatedly reached out to you to resolve this matter. Consequently, your blatant denial of our attempts is simply unfounded. Additionally, while attempting to reach out, we are met with no response from you and/or further abuse including circular statements expressing everything should be noted in our systems. This is followed by a request inquiring why we don’t know about these carefully constructed issues, which you state are occurring.  As there isn’t negligence occurring on our staff’s part, it’s hard to determine what exactly the issues are due to the lack of clarity and detail being provided.  Again, we do understand you’re frustrated; however, we must have concise, detailed information to be able to assist you fully with your support concerns.  

Given my findings and your clear intentions to damage our reputation through comments made via email(included below) as well as through duplicate BBB complaints which you allude to in the first comment below(Complaint # ******* opened yesterday by**** ***** under your billing accounts primay email address) I lamentably do not believe we will be able to provide you hosting services going forward. 

“ok bbb is now investigating and more complaints will be filled with others to help shut you down! I told you to ! i warned u ! now  you will pay for tring to rip me off !! u think im going to pay for crappy support and service! **** you!!!i will destroy your company for ripping me off”

“i give a **** about your terms you are about to make a big mistake and reported to bbb and posted worldwide for lack of support and unwilling to refund!!!!!!!”

While we hate to part ways with a customer over an issue of this nature I simply don’t believe this business relationship is one that will continue in a positive manner, nor do we believe our staff deserves to be abused on an on going basis.

I’ve attached the support audit for your reference as well as the BBB’s as I think it very clearly shows our attempts to assist you as well as the abuse directed back in response.  At this time I’ll be contacting our administrators to prepare a backup of your account for you. You will be able to download the backup directly via a link we will provide.  I’ll provide you an update via email once that download link is ready for you.  Then, once I have confirmation from you that you’ve retrieved the data, the account will be closed and you’ll receive a month’s refund for the last month of service on the Reseller account.  Given the circumstances I don’t believe the credit is duly justified, however, in the interest of being as fair as possible, I think it’s appropriate as we part ways.

If you have any questions or concerns with this outcome by all means please let me know directly at ********hostgator.com.  I’m happy to discuss any of your concerns at length with you directly as well.
Best Regards,
****** ******
******** of Customer Service 
Hostgator.com LLC
@hostgator @hgsupport
866-96-*****
********hostgator.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hostgator's website lies about the actual prices of its hosting plans. Here's the URL: www.hostgator.com/shared.In my case, I bought the **** ****. Notice in the drop-down menu that the price per month is $**** for a 3-year commitment, and $7*** all other periods of time.I signed up for one year. I also bought SiteLock at $***** for year. The total should have been about $******. Instead Hostgator charged $***+ to my credit card.I spent about 45 minutes chatting to ******* * about the fact that I had been billed incorrectly. She said that the annual charge for hosting was, in fact, $******, or $**** per month.Neither of these amounts is shown anywhere on that page.That means that this company is fraudulently advertising its prices. They are saying that the price per month is one thing, when in fact it's something else.Therefore, I urge everyone who is reading this complaint to move your websites to another host, one that is honest about their charges.

Desired Settlement: For myself, I believe that I'm entitled to a refund, though my chat with them makes this unlikely.That being the case, I would like the BBB to list them as being a dishonest company. Clearly, they can't be trusted.

Business Response:

Good Afternoon,

Thank you for bringing this situation to our attention for review.  I’d like to first and foremost apologize for any ill conceived notions you may have regarding our company, though I’d like to also ensure you at no time in the past or in the future will we intentionally mislead customers during our signup process in an effort to over bill them.

The concerning part about your complaint is that the system actually specifically states prior to you confirming the signup of the account that we’ll be charging VAT taxes to European citizens where applicable. 

In that regard while it’s true that a 12 month cycle of hosting with Sitelock included would be billed at $*** as you noted, it appears there is confusion regarding the additional 21% VAT tax that was billed which you’ve state was misleading.  While I can definitely sympathize with your frustration and whole heartedly agree there should be complete and total transparency when it comes to billing matters and how they’re presented, I also believe our company has done an appropriate job of presenting what we’re going to bill you moments after you click submit in the order wizard. 

To further clarify the situation I’ve also included two screenshots from step 2 of the order wizard, the step in which you input your billing contact information and then are presented with the final amount prior to submitting the order.  As shown in the first image you’ll see your billing information, then the second image shows what’s about to be billed to your credit card which does in fact show the tax difference as would be the case with any online service while placing an order.

If you still have questions or have information showing what’s in my screenshots is not what you experienced please let me know.  I’d also be happy to offer you a complete refund if the entire experience has left a sour taste with you.  We definitely don’t intend for that to be the case, however ultimately if you’re unhappy still I’d like to do whatever I can to make right on the situation with you.  If it’s any easier I can also be reached directly at jmartin@hostgator.com or by dialing 866-96-GATOR then dialing ext. 82896 for my direct line or voicemail.

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

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:

After I filed this complaint with you and a number of other agencies, the supervisor that I asked repeatedly to speak with on the chat sent me an email. (If the customer service rep had been more knowledgeable, or had contacted her supervisor sooner, this all could have been avoided.)

The supervisor admitted that while the VAT was shown on the purchase part of the order, it did NOT appear on any of the pages that advertised the service. And for me, that's where there was so much confusion.

Ordinarily, perhaps, this might not have been an issue, except that in order to process the order I had to chat with them prior to all this just to get their shopping cart to accept my address!

So the whole fiasco was nothing like as straightforward as they make it out to be.

They need to put something in their drop-down menu for each of their plans that says clearly that VAT will be charged to European customers. Then there can be no misunderstanding.

Regards,

***** ****

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I needed everything to be hosted and manage on a single company.- Domain, Namespace & HostingOn the first chat on the live support I was informed that I only had to transfer the domain over to Hostgator since I have already have hosting with Hostgator and they will resolve the rest of the issue. Ref Ticket: ***************** 1: After Domain transfer- I wasn't informed until i check and recheck with the live support on few occasion that I need VPS Level 3 package or better and the current Level 1 package doesn't support Namespace. Ref Ticket: ***************** 2: After Server Upgrade- I have agreed to the server upgrade and have ask Hostgator to transfer the data from the old server to the new one. I thought everything was good on this point. Ref Ticket: ***************** 3: No Data transfer- When I check back again with Hostgator, the customer support told me that I now need to fill in another form for data transfer from the old server to the new one. Ref Ticket: ************ Basically from a very simple request to host Domain, Namespace and Server under one company, I need to go through several Ticket (4 in total including the very first one on Domain transfer). I need go through wait time of more than 10 days till this point, I believe the domain transfer took about 5 days however the main issue is that a) A lot of information wasn't not release until each time I recheck on status of the Ticket to make sure everything is working fine.b) The support keep on asking me to fill up new form (ticket) and each of them come with more time required. (Currently the issue is still not resolve)I would not mind if Hostgator support are more open and informed me earlier that I need to purchase Server Level 3, fill up form for server setup and data transfer at the same time. I am sure if I did not recheck on the issue it would still remain on Part 1 because I would expect the domain to be propagated properly. Best part is until this very moment there are still no reply on the ETA

Desired Settlement: 1. The issue need to resolve within 24 hour.2. Hostgator need to provide free hosting for at least 1 year for this domain in which I could at least have something to provide to my client.

Business Response:

Good Afternoon, 

Thank you for bringing this situation to our attention.  I’ll be happy to assist you with the matter so we can get this VPS hosting back on track, clear any confusion you may currently have and make the situation right for your clients which I think ultimately is the largest concern. My apologies ahead of time for the lengthiness of the response, though if it’s alright given you sighted numerous concerns, I’ll answer those in order point by point. 

Having spent much of the day reviewing your LiveChat and support ticket history I’m not seeing any inquiries during the pre-sales communications, which would have led our staff to recommending you a level three VPS.  It appears the decision to provide your client a level one VPS(*********), which is unmanaged and barebones in terms of software was made at your own discretion.  While it’s unfortunate to see you encounter problems managing the VPS after purchasing it, given you have other VPS services with cPanel after you’d purchased *********, it’s difficult to determine how we would have mislead you when you had prior knowledge.  Due to that finding I believe it should have been clear that a control panel was going to be imperative for your success as you began working with the project in late *******.  Regardless, I’m sorry if you were unaware the level one and two VPS’s require management through the command line interface, however that’s exactly due to the lack of a control panel which neither solution has the resources to support, which I would have assumed you were aware given the more recent cPanel VPS you had allocated with us.

I’d like to also clarify after my audit that the domain transfer that our staff performed for you was handle appropriately between registrars as requested.  While it is in fact true that the DNS zone needed updated serverside to match the “DNS glue” we setup with your private nameservers at the registrar, that unfortunately falls under your responsibility as the level one VPS is unmanaged as was mentioned.  Regardless of the apparent confusion however it’s clear the transfer and DNS work occurred exactly as requested.

Moving to your concerns with the migration, I see you submitted a ticket to upgrade the VPS after discovering you required a level three with cPanel.  Our staff then outlined that we would need to recreate the container anew prior to any data migrations occurring.  You agreed to this and requested clarification on a few other points which we supplied in our reply detailing that cPanel would take a few hours to complete installation prior to the level three VPS (*********) being ready for use.  It was also clarified that the migration would need to take place once that installation completed.  As has always been the case, we require migrations be requested through a form on our site, which is done to ensure we have the information we need from you prior to starting so we can lessen delays as much as possible.

From there I see after receiving confirmation of the installations completion that you joined chat questioning why the migration hadn’t started, at which time we again referenced the migration form which provides us critical information for successfully completing your migration.  I’d like to also clarify that these migrations are offered without guarantee as we’re working with customers’ “foreign” data which is not our own.  We regrettably cannot guarantee the outcome of your data when placing it into a new environment.  We also provide the migrations within a 24-72 hour window depending on volumes, which appears to have been followed in this case.  The migration having started within 24 hours of being requested, then subsequently being completed within 2 hours, well within the suggested time window.

Which brings me to my next concern. After reviewing chats, I noticed further communication in chat beyond the migration request where it appears information was being falsified in regards to delays, which didn’t actually occur to the extent described which appears to be an effort to escalate your situation and have the migration pushed ahead of other paying customers.  While I do sympathize with your situation these requests are handled as they’re received, but importantly many of the delays you deem our fault in chat simply weren’t the result of our own actions or lack there of, but actually yours.

Moving finally to your request to provide a year of free hosting towards the level three VPS(*********) that’s simply not possible nor a cost we’re wiling to incur due to your own mismanagement of the project.  While I understand as well that we likely won’t agree on this outcome, in an effort to resolve this amicably I’ve credited back both the last payment on ********* in the amount $19.95, as well as offered credit towards the migration fee of $37 you were billed when moving from ********* to *********.  Currently there is $56.95 available in billing which can be applied to your next upcoming invoice.  If you’d please let me know via email at ********************* that it’s safe to cancel the level one VPS, I’ll have that taken care of for you as well.  If I can be of any other assistance please let me know. 

Best Regards,

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

Director of Customer Service

Hostgator.com LLC

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company is billing me for services I did not sign up for. For the past month, host gator has been sending me emails to my email, but addressed to ****** ****, and I have emailed them back numerous times they have got the wrong person. I do not know of anyone by that name. They need to find ****** ****, and leave me alone.

Desired Settlement: Quit harassing me, and find the real account owner.

Business Response:

Good Morning,

Thank you for bringing this situation to our attention for further review.  I’m sorry to here of the trouble this has caused you, however would like to also extend our sincerest apologies for the trouble. 

I’ve been in touch this morning with the account owner and was able to determine that he incorrectly entered his email address, much as you described.  At this time however I’ve had his email address corrected in our system and you’ll no longer receive communications from us to ************************.’  Thank you again for bringing this to our attention so it could be corrected.  If I can assist you in any way further please let me know at *********************.

Best Regards,

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

http://support.hostgator.com/

HostGator.com | 1.866.96.GATOR (*****)

Follow us at: @HGSupport @Hostgator

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am wrongfully being prevented from managing DNS on my domain by someone at HostGator. I am being forced to submit all change requests such as add TXT records CNAMES or change MX records via email and wait a day for them to be implemented which is causing problems, errors, and delaying my use of the domain. I have been prevented from using the "Use Managed DNS" link on my account since purchase of this domain in ******** and after several complaints about this as of this morning someone completely deleted access to the page in the billing system where this link resides and where I used to be able to view information on my domain (such as *********** ***.). Everyone I have talked to on Hostgators support desk says I should have access manage DNS myself and that they know for a fact other customers similar to me can access this. Yesterday the help desk rep did internal inquiry and said he was told to tell me this feature is "still under development". Today a help desk rep did not believe me when I told him access to manage DNS was being blocked (and that the access to the page with the link was completely blocked) and so I let him login to my account to see for himself. He stated that it was wrong for me to be blocked, and that he knows for a fact that others are not blocked.The launchpad.com website states that with purchase of a domain we get ability to manage DNS ourselves:DNS Management:Manage your DNS records website location email sub-domains aliases FTP and more.The Hostgator website states that with purchase of a domain you get: Easy to Use Domain Management Panel.

Desired Settlement: Give me access to manage DNS for my domain

Business Response:

Greetings,

Thank you for bringing this matter and your recent trouble to our attention.  I’d like to first and foremost offer our apologies for the trouble, however we’re certainly already aware of the situation and have our development team hard at work to get this correct as quickly as possible.  If it’s alright I’d like to first provide insight into our recent changes with domain registrations, then move towards hopefully getting you a solution to over come the troubles. 

As you may or may not be aware we recently introduced our new domain management portal at *******************************  While this system is certainly a step forward for our company in terms of our previous registration system through ****, regrettably it’s introduction didn’t proceed without encountering some issues.  The biggest and the one regrettably affecting you is in relation to the Managed DNS controls in the system. 

As I mentioned our development team was already made aware of this and is working towards a solution, which we’re hopeful will be available shortly though lamentably don’t have an ETA at this time.  As the feature is absolutely imperative to the system and all our client’s controlling their DNS which they cannot currently, I can assure you this is a priority for us to get fixed.

In the meantime what I’d like to suggest as an alternative to the domain management system is that we simply re-activate your previous hosting account just in limited capacity so you’re neither charged, but more importantly able to manage the DNS finally.  This will require I update your nameservers to point the domain to ‘*********’ where it was hosted previously, however once the nameservers propagate within 4-24 hours you’d have access to login to cPanel and manage the DNS through ‘******** *** ******.’  This again would be offered free of charge to you as I feel it’s the least we can do in this situation.

To touch briefly on your domain mapping issue that’s currently unresolved which I noticed an open ticket for, the records are still present in the SOA zone file.  The ************* *********** however do not direct to the zone containing those records.  Once we get your nameservers updated to ‘*********’ where you can actually control the DNS, you should see function return almost immediately once propagated fully.

Please let me know if this solution would be agreeable and we’ll get everything set up for you.  On the off note you happen not to see my response in the next several hours while I’m at the office, please feel free to email me directly at ********************* and I’ll be happy to assist you with this in the evening or over the weekend when it’s convenient for you.  I’ll look forward to your response!

 Best Regards,****** ****** ******** ** ******** *******
http://support.hostgator.com/

HostGator.com | 1.866.96.GATOR (*****)
Follow us at: @HGSupport @Hostgator

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, provided that it is implemented and works.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/17/2013 Problems with Product/Service
1/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: HostGator charged my credit card $***** for a years service that I did not agree too. I had previously used hostgator on a monthly basis and at the time of renewal I was not made aware that my account would automatically review, I thought they would ask me if I wanted to renew, instead my card was charged for a entire year. I do not want to renew and requested my $*****. I have made the request 4 times and have been told the refund was being issued but it has not been. They refuse to issue me the full amount of $***** because they are having issues on their side providing the credit but they keep sending me emails telling me that the refund will be made but it has not been made. This has been on-going since *******. I saw the charge on my ******* statement requested the refund.

Desired Settlement: I want the full amount of $***** returned to my credit card.

Business Response: