This business is not BBB accredited.

Bluehost Inc.

Additional Locations

Phone: (801) 765-9400 View Additional Phone Numbers 560 Timpanogos Pkwy, Orem, UT 84097 View Additional Email Addresses http://www.bluehost.com View Additional Web Addresses


BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

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

Factors that raised the rating for Bluehost Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 193 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

193 complaints closed with BBB in last 3 years | 105 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 12
Billing/Collection Issues 45
Delivery Issues 4
Guarantee/Warranty Issues 4
Problems with Product/Service 128
Total Closed Complaints 193

Customer Reviews Summary Read customer reviews

14 Customer Reviews on Bluehost Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 14
Total Customer Reviews 14

Additional Information

BBB file opened: December 03, 2004 Business started: 06/29/2004 Business started locally: 06/29/2004 Business incorporated 06/29/2004 in UT
Type of Entity

Corporation

Business Management
Ms. Shari Dixon, Legal and Compliance Manager Mr. Hari Ravichandran, Director
Contact Information
Principal: Ms. Shari Dixon, Legal and Compliance Manager
Business Category

Internet - Web Hosting Internet Services Search Engine Optimization Services Marketing Consultants

Alternate Business Names
Bluehost.com HostClear HostClear.com HostMonster HostMonster.com JustHost JustHost.com Super Green Hosting SuperGreenHosting.com Unified Layer
Products & Services

Bluehost provides webhosting, domain hosting and domain registration services. This company provides webhosting, domain hosting and domain registration services.


Customer Review Rating plus BBB Rating Summary

Bluehost Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1958 S 950 E

    Provo, UT 84606

  • THIS LOCATION IS NOT BBB ACCREDITED

    560 Timpanogos Pkwy

    Orem, UT 84097 (801) 765-9400

  • THIS LOCATION IS NOT BBB ACCREDITED

    560 Timpanogos Pkwy Bldg G

    Orem, UT 84097

X

BBB Customer Review Rating plus BBB Rating Overview


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

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

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

BBB Letter Grade Scale

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

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

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

Complaint Detail(s)

8/26/2016 Billing/Collection Issues
8/24/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I've been with Bluehost for years. I've also had their reseller's hosting over a year. My reseller account was taken off auto renewal then they closed down over 50 client sites with no type of correspondence. I was auto billed for the domain that is attached to the account but not the reseller hosting. I was made aware by the help desk. They offered to turn me back on for over $1000. I told them no thanks, please put us back on monthly billing. He told me the sites would be back up in a few hours. It's been 3 days and 1 support ticket and none of the sites are back up.

Desired Settlement: PUT MY CUSTOMER SITES BACK UP!!!! This is our lively hood also.

Business Response:

Mrs. ***, We regret the delay you experienced in obtaining the courtesy backups for your resold users. We believe the chat agent you spoke with was mistaken when they told you all the accounts would be up within a couple of hours. Had you been on a shared account this would be true. We regret that confusion and have spoken with the agent to ensure the proper expectation is given going forward.

Due to your account being expired for non-payment and subsequently deleted, retrieval of your resold's backups required a high level technician with root access to the server. The technician has been able to access the courtesy archived backups of your resold accounts and provide you with a copy in your "BackupNow" directory located in your home directory. With these backups you should be able to re-instate your re-sold accounts. If you need assistance with this please contact out technical support for Resellers.

As a good faith gesture we have extending your hosting term an additional month at no cost to you.


Business Response: Mrs. ***,

Our records indicate that Auto-renewal was disabled on 06/01/2016 and changed to "Manual renewal with reminders". Bluehost notified you on 07/16/16 that your account had expired. You did not contact us until 08/09/2016 regarding your account not being available. If you had contacted us before 08/06/2016, you would have been able to renew your account, and your resolds restored without further action from you.

We understand your frustration. However, it was not an action on Bluehost's end that caused the issue you are experiencing. As a good faith gesture, Bluehost has already provided you with one month of hosting at no cost to you. Your current expiration date is 10/09/2016 (this should be more than enough time to re-upload your resold accounts), and this will be the most we would be able to offer at this time.

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

 

We received no communication and didn't turn off auto. We would like a refund for a few months. We have relaunched our sites on another server.  We are no longer using your reseller accounts. Your service rep should have been forthright about the sites not being available. We would not have paid for an account with no websites. We've hosted the account over a year and we've never missed a payment.

This was an issue on your end.


Sincerely,

***** ***

8/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 6, 2016 I purchased what I thought was web design services from BlueHost (aka HostMonster). They agreed to build me an e-commerce store to sell my books. On August 8, 2016 they delivered what they said is the final product. I am extremely unhappy with the final product, as I have been at every stage along the way. I have asked them for a refund multiple times, and given them multiple times to try and "fix" the situation. Their final product is a non-functional website with serious design issues which I will list. 1.) The coding of the website is riddled with errors which can be verified by 3rd party 2.) They have intentionally left out crucial parts of the website in order to force me to buy more products from them (e.g. search engine optimization) 3.) Multiple features haven't been set up including but not limited to social media buttons and ironically their own link back to the Bluehost website does not even work. 4.) There are critical errors and security issues with the website they turned over to me with the form, accounts page, etc (all documented) 5.) Incomplete e-commerce store (e.g. ebook section) 6.) Untimely completion 7.) Not ADA compliant In the interest of brevity, these are the major complaints, but by no means is the list limited to the complaints above. The website they "designed" does not come close to meeting any of the best practices of web design, are completely unsatisfactory, and soliciting money for these web design "services" is tantamount to fraud. At every stage of the way a refund has been requested. This is now why we have involved both the BBB and our banking institution to start chargeback filing.

Desired Settlement: We are requesting a 100% refund in the amount of the two invoice charged for the design of http://www.catherinefollestad.com/ Invoice #******* for $799.00 and Invoice #******* for $300.00 for a total amount of $1099.00

Business Response:

Mrs. *********,

We regret any frustration you may have experienced after purchasing our website design services. Our records indicate you reviewed and approved the website design on 08/05/2016 and also requested the designed website be made live. At the time you gave your approval you did not indicate there were any issues with the site and asked us to launch the website "as is" (screenshot attached for your reference). Regardless, our design team has made additional adjustments to your site (at no cost to you.

 Currently, we are still unable to resolve the issue with your social media links as you have not provided the correct links. When you completed the form you only provided the following replies for your social media links:
Facebook URL
***************************
YouTube URL
********* *********
Twitter URL
*********************
LinkedIn URL
*********************
Google+ URL
*********************

We would need the URL for your social media sites such as https://www.facebook.com/HostMonster/, https://twitter.com/hostmonster, or https://www.youtube.com/channel/UCBoOOYeIYaXUTnTBvKLdK5A.
Our Quickstart team has already walked you through how to update this yourself; we are willing to update it for you as a courtesy.

When you purchased our Website design package, you were paying for a service. At this time not only is the site live but we have also given you the website code. As such the purchase service is complete and we are unable to provide you with a refund for the services rendered.

Consumer Response:

Complaint: ********

I am rejecting this response because:  The website you "delivered" is still non-functioning. Most notably the online store feature which has been well documented as non functioning since delivery. The "code" that created this website is riddled with errors which has been well documented as problematic since delivery. This product you created is sub-par by every web design standard and is also not ADA compliant (which is illegal and a liability for me as a business). 

Your company forced me into accepting the website to be able to see the back end and do a thorough check of the back end system. Having done so, my suspicions were confirmed - as critical errors (documented) were immediately shown. This website was not properly designed, coded, or even implemented. 
I expressed multiple times, that I wanted a refund, and you asked to continue to show a little more on good faith - which I granted. Even when you asked for more money to make it better - I tried. However since you have finished - and the website is still substandard and non functional - I demand a refund.
We have already initiated a chargeback on the credit card. The BBB was attempt to amicably resolve this issue without the need for further actions. 
I encourage you to try and purchase something from the website - as it is impossible. I have had it thoroughly documented by multiple parties as impossible. I would be remiss if I did not remind you that creating a online store for a client with an existing product and then preventing that store from working could result in a legal claim for lost revenue along tarnish a business reputation. 
I have also noticed that you company has continued to enter the website without my express permission and continued to alter things and tried to covertly to fix your mistakes.
There is an insurmountable amount of evidence of your company's blunders when it comes to the handling and execution of this project. Refunding the cost of these "services" and settling the BBB dispute amicably is in everyone's best interest. However, make no mistake, I will pursue this issue as far as necessary to recoup my money since the website simply does not work and is affecting my livelihood and reputation. 
Regards,
********* ********* 


Sincerely,
********* *********

Business Response: Mrs. *********,

Upon reviewing your account today, it appears you have indeed initiated a Chargeback on your account. As a result of this action, we are unable to mediate with you until the Chargeback is resolved. If you would like to continue mediating with us via the BBB, please resolve the Chargeback issue and we will continue making a good faith effort to resolve your complaint. Otherwise, we will proceed to address your complaint via your banking institution.

8/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hi, I signed up for an account with BlueHost on July 30, 2016 for a personal website. I got to their website from a referral website in order to get a special negotiated price. After filling out the information, I got a "special sign up offer" promotion that I was able to take advantage of. It was for free site back up and domain privacy in addition to the basic package. I signed up for the offer for 36 months at $3.49/month with these free add ins. Well, a few days later, I started getting spam phone calls as well as emails to my personal cell and email account. When I contacted BlueHost about this, they said it is because I did not have privacy protection on my account, so they distributed all my personal information online. Well, that is because their special sign-up offer included it for free and did not give me the option to add it on by paying for it. After spending a long time being treated as an idiot by their online customer chat operator and then spending over an hour on the phone with their customer service, they let me know this is a "glitch" in their computer system that they have heard of before, and the plan I supposedly signed up for was not actually available. In order to get the items that their "glitch" offered, I would then have to upgrade my account and pay a premium price! I asked to speak to a supervisor to fix this issue and they were unwilling to transfer my calls or honor the offer their "glitch" made. I will happily provide unaltered screen shots of the promotion and the page it takes me to showing the plan I signed up for. Here is a text version of the final information: Account Plan Basic 12 month $4.95/mo. Basic 24 month $3.95/mo. Basic 36 month $3.49/mo. Hosting Price $125.64 ($3.49 for 36 months) Setup Fee Free Primary Domain Registration Free Domain Privacy Protection Free More information Site Backup Pro Free More information Savings $162.00 (56% off) Total $125.64 I had selected the 36 month plan, but that does not show up in the text only. Due to the "glitch" in THEIR system, I now have a webhosting contract with them that is NOT what I signed up for, and all my personal information has been distributed online WITHOUT my consent.

Desired Settlement: I don't care if it is a system glitch or not, but I signed up for a service with a contract through their system. The basic plan for 3.49$/month for 36 months with free site back up and domain privacy. It is NOT okay to offer services and then not be able to follow through and instead try to increase costs. It was NOT my fault, this was THEIR glitch, yet I am the one being penalized here with my personal information available. I feel like it is an illegal invasion of my privacy to distribute all my personal information (cell number/address/full name) on the Internet without my consent due to a "glitch" in their system. I want my personal information protected. I also want the plan with add ons and the price that I signed up for honored. I will also be contacting my credit card company to dispute their charges as fraud if they are not able to resolve this. I

Business Response: Mrs. ****,

We regret any frustration you may have experienced while singing up an account with us. We have reviewed your account and discovered our customer service agents were incorrect. There was not a "glitch" in the system. We note at this time you did receive the 2 addons you were offered, however we do not show that you have activated them. Please visit your shopping cart (screen shot attached) and click the "process free order" button to activate your addons.

The offer you received is a new offer, and the agents were unaware of how to address your concerns. We have informed our agents of the offer to ensure it does not occur again.

Regarding your information being available online. Bluehost did not distribute your information. This is result of your whois information. The moment your registered a Domain name your information is entered into the whois Database. Once it is entered into the database any individual can do a whois lookup of your domain and see your information as the registrant. It is required that the information entered for the whois is valid so the most Domain owners enable a privacy service to maintain their privacy. Once you have enabled privacy, your information will be hidden, and our information will display in its place.

Business Response: Mrs. ****,

Unfortunately, Bluehost has no control over when a third party updates the information on their website, and we do not have any authority to force them to update their information. We understand your frustration that the information was temporarily made available to the public, but in this case there is simply nothing more that we can do.

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

My information is still publicly available through the fault of the company, not fault of my own.  They didn't even make an attempt to contact whois to ask when the information would be updated or if it is possible to have it changed.  


Sincerely,

****** ****

8/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: As a subscriber to the web-site hosting platform we were invited to Upgrade our paid subscription when it expired. We were promised additional benefits for less money. We consented and subsequently our BUSINESS web-site crashed. I contacted the company multiple times via telephone and email and had extremely frustrating conversations with each of the six people I spoke to. My web-site technician also contacted the company and as a tech professional he conveyed that he was appalled by their irresponsible and apathetic attitude. As a consequence endured substantial loss of business and revenue. My technician was ultimately able to fix the problem which occurred as a result if BLUE HOST inaccurately transferring the code when they upgraded our account.

Desired Settlement: We are seeking a refund of $250 which is the amount I had to pay our technician to resolve the current issue and to move our site to another potential host at a future date. We are seeking an additional $200 in lost revenue from ticket sales.

Business Response: Dear Ms. *******,

We regret any inconvenience you may have experienced during your upgrade to the Pro package. We also apologize if you feel that an inadequate level of technical support assistance was provided.

The process that we have created to migrate website content between servers is stable and successful in the vast majority of cases. However, it is not possible to guarantee that every migration will be completely issue-free, nor is it possible to manually review every site to ensure that there will be no errors post-migration.

In our review of your case, it appears that it was determined that the underlying cause of the issue was that a database password was periodically being automatically reset for an unknown reason. The problem was eventually corrected once one of our techs suggested to your developer to completely recreate the database user and password.

We've also found (via internet search) scattered reports of this sort of issue occurring from time to time on multiple hosting providers. It appears to be a rare and unpredictable occurrence and is not specific to our system.

Based on the above information and our Terms of Service, we believe that we are not responsible for your website's technical issues post-migration. We do acknowledge, however, that you were not satisfied with the assistance you received. Therefore, as a sign of good faith, we have credited your account with one month of additional hosting (a total of three times the duration that your site was experiencing issues) at no cost to you.

Business Response: Dear Ms. *******,

Our previous response does not in any way assign or even imply that any fault for the outage rests on you. For clarity, we do not claim that this issue is your fault. However, we are also stating that this issue was not due to any intentional act or negligence on Bluehost's part.

As previously stated, the issue occurred due to an unforeseeable and unpredictable database error. It is unfortunate that this rare error occurred in what would have been an otherwise normal and (very likely) hassle-free migration. We acknowledge that this error occurred and that the service you received could have been better, and this is why we have credited your account for a free month of service.

Per our Terms of Service, Bluehost is not responsible for any losses or expenses incurred by you as a result of downtime. Further, while you place emphasis on the amounts charged to you by your technician, we feel it necessary to point out that he did not repair the database error until he implemented a fix that we suggested.

With regard to your demands for reimbursement in the amounts of $120 for your payments to your technician and $450 for lost revenues, Bluehost will not compensate you for these amounts. However, in the unfortunate event that you should decide to move to an alternate hosting provider, we will adjust your refund amount so that it is calculated from the date you paid for the server upgrade.

Consumer Response:

 
Complaint: ********

I am rejecting this response because: a) we were told by Blue Host to hire our technician to fix the problem they caused. 2) we would not have experienced the problem nor had any reason to hire a technician to fix the problem they caused had they not instigated the need for fixing the problem or hiring the technician. Even if they "instructed him how to fix it " a claim we dispute, why were they instructing 'anyone" beyond their own staff. They validate our complaints.

TO BBB> We are not interested in restating the compliant over and over again as we read their insult to injury and avoidance of any responsibility to damages and expenses we ensued. What Can BBB do here to get us a refund and payment for damages ? Or what do you suggest as escalation. Clearly this will go on indeterminately because rather than step up to their responsibilities as a reliable company, they will stonewall and change the story to evade a payment. They apparently do not care about their reputation nor their fraudulent business practices -what holds companies like this accountable? 

Sincerely,

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

8/8/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The small business where I am employed (**** ****** ****** ***) uses Bluehost Inc to host both our company website and also company email accounts. Starting July 20th, 2016 (12 days ago) I have not been able to log into my Bluehost webmail (i.e. email) account and have also not been able to access my company's webpage. I have contacted Bluehost's customer service and IT department several times over the course of the past 12 days, only to get the same vague answer that the server that handles both my webmail account and the company webpage is down and that it will be fixed as soon as possible. It is completely unacceptable for me to have not been able to access my work email account for almost 2 weeks now and for our webpage (www.kuhnglobaltalent.com) to have been down for so long, and I am starting to be concerned that there has been a security breach or something much more serious than what I have been told.

Desired Settlement: I would like for the server to be fixed immediately so I can resume my job and would also like to be contacted by a representative of Bluehost Inc. to be given a more satisfactory explanation for what the underlying issue was.

Business Response:

Ms. *****,

We regret the any technical difficulties you may have experienced. While It does not appear you are listed as the owner of the referenced account, we have reached out to the account owner and we are migrating the account to a different server. You will experience some down time while the migration is taking place, but your issues should be resolved once the migration is complete.

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.

The owner of our Bluehost account (my boss) was contacted a day after I lodged my complaint with the BBB by the head of Bluehost's IT department, who sincerely apologized and didn't seem to know this issue had occurred. 

This was interesting to me, seeing as every time I corresponded with a support person from Bluehost during the course of the 2 weeks that I was unable to access my Bluehost webmail account I was assured that fixing the server was their number one priority and that they were doing everything possible to get it up and running again. The head of the IT department indicated that he would investigate the issue and would get back in touch with my boss to let him know what had occurred, but instead we never heard back from him and my webmail suddenly started working.

While I am grateful that the problem was finally resolved (after 2 weeks of downtime), I still believe my company is owed an explanation as to how this issue went unresolved for so long and took something as drastic as me filing a formal complaint with the BBB in order to be fixed.

 

Sincerely, 


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

8/3/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I did not have any problems with BlueHost until I called them to cancel the remaining year or so on my package deal and to inquire about why they had charged my account for the reoccurring yearly fees when I had changed payment options to be set on manual, not automatic. The fees were also withdrawn in December when normally they were suppose to be taken out the second week of January. I was told I would be refunded for the rest of the package I did not use as well as the fees that had wrongfully been taking out. Should have figured things went a little too smoothly....a few days later the reoccurring fees were refunded to my account but the remainder for what I didn't use on the package was not. So I live chatted with a representative that told me to give it 7-10 days and it should be in my account. After two weeks of waiting and not seeing anything I live chatted with yet another representative. They told me a similar story so I waited a few more weeks to give them the chance. After that I contacted them once again and was told that the refund was sent to my the account that I opened the account with. This was the first time hearing that and I explained that the account no longer existed because I switched banks. I was told that I would have to wait over 2 weeks for the bank to send it back to them and they would send it via paypal. WHAT A JOKE. This all started in December of 2015, so here it is July of 2016, I have written a few emails to bluehost asking for assistance, I even attached all the screenshots and emails of my conversations with other representatives and alas, no money refunded. They answered one email explaining their billing department would be looking into it.... but considering I haven't heard a word for months after that I assume they figured I would just forget. So after one final attempt to reach out to them about their practices and getting their staff on the same page with information, here I am on BBB warning other people of their customer service. Apparently this is the only way to get them to care enough to look into my refund and to be perfectly honest, at this point it's more about the principle of the matter than the money. The classic case of a business being real quick to take money from people but not give it back. If you don't want to offer refunds for unused services, then but a no refund policy on your packages. Obviously you use this as a selling point for your package deals but what good is it if you don't follow through! GET YOUR ACT TOGETHER BLUEHOST.

Desired Settlement: I would like the refund I have been waiting over 7 months for.

Business Response: We regret the difficulty you've described experiencing. We show that your refund was issued in two parts. We have not received a notice from your bank indicating the funds were rejected or being sent back into us. The $82.17 was sent to a VISA ending with ****. Please check with your banking institution and see if that refund was sent to that card or if that card is no longer in use inquire if they routed the refund to a different card on the same account.

Consumer Response:


Complaint: ********

I am rejecting this response because:

As explained, I do not have this card or account anymore and haven't for a few years now. Whether the mistake was on bluehost or the bank, I do not feel this is my responsibility. I emailed multiple times months later AND at the time explaining this and had no answer or follow up from anyone about it. I made bluehost FULLY aware they were sending the refund to an account that no longer existed and I was told in that event it would go to a paypal account. Once again, that bank account has been closed for years and there should have been no reason that it was accepted by the bank. Your company was informed by myself on several occasions that the account didn't exist, so thanks for not listening! Glad to see my hard earned money essentially go down the drain.

 

Sincerely, 

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

Business Response:

Hello,

The following "ARN" tracking number can be given to your old credit card provider so that they can track the location of the funds from their end. As you were the cardholder, you would need to contact them for assistance.

ARN: *********************** Amount: $82.17

Unfortunately, there is nothing further that we can do unless the credit is rejected and the funds returned to us.

8/2/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for internet hosting. I used a credit card to pay for up front fees. When renewal time came, they charged me again 15 days before they were due. I immediately cancelled all services. That has been several weeks. They promised a full refund but have not followed up. Because of their early timing they caused my account to be overdrawn and the charges reflected with their lack of action.

Desired Settlement: Would like to speak with someone with authority to take action.

Business Response: Hello,

We regret any inconvenience that may have resulted from your automatic hosting renewal. As stated in our Terms of Service, we will attempt to renew your services 15 days prior to the expiration date. This is to allow time for any billing issues to be resolved prior to an interruption in service.

The refund was issued on June 28, 2016. Our records do not indicate that the credit was rejected, therefore we must assume that your bank has received the funds. To assist in tracking the credits, you can contact your bank with the "ARN" tracking numbers provided below so that they can research the issue from their side.

$155.88 refund ARN: ***********************
 $27.87 refund ARN: ***********************

Please feel free to contact our billing department if you have any additional questions.

7/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hostmonster is hosting my professional website *********************. I am a college professor. Dues for this site are paid well in advance. On Wednesday, 7/13/2016 I noticed that my website was not operating. Yesterday (7/17/2016) I received an email from Hostmonster that my site was deactivated and the content was going to be erased within 2 weeks. I am currently on vacation in Europe and not able to call the company. Therefore, I spent some time on an internet chat with an agent of the company. The agent told me that Hostmonster deactivates websites that contain malware and that they offer a cleaning service for $ 249.99 that would take care of this problem for me. The agent said that malware can effect a site coming from users or faulty passwords. Since the site has not been worked on recently the password is not the culprit. As to the first issue being users of the site: I have no control over who looks at my site. I believe this internet service should have basic security procedures in place that protects the websites of its clients from users and possible malware. I argue that Hostmonster is a business that hosts websites. As such the company should provide basic protection against malware to its clients. As a client I have no control over who looks at my site. I also do not have control over the Hostmonster server. I should therefore not suffer deactivation of my site, and furthermore, not have to pay a Hostmonster cleaning service to have my basic service—the hosting of my site for which I paid Hostmonster in advance—restored. With my purchase of webhosting I have purchased uninterrupted service from Hostmonster. I do not get this service now. I am asking the Better Business Bureau to convey to Hostmonster that it has to 1. secure its own server, and 2. restore my website and remove all malware for free, and 3. assure free and uninterrupted service of my website, and 4. protect its server and my website for future malware attacks. The Hostmonster cleaning service presents a conflict of interest. It is in fact an illegal protection fee that the client has to pay if s/he wants their website to function. At the moment Hostmonster does not provide a service to me AT ALL, despite the fact that I paid for one.

Desired Settlement: I want the malware removed from my site and my site fully operational. I also want Hostmonster to assure proper functioning of my site. Their cleaning service only guarantees 30 days of uninterrupted functioning of my site.

Business Response: Ms. ******,

We regret the frustration you may be experiencing. We have reviewed your account and show your account has been affected by a "Header Hack." Hostmonster does maintain and secure the servers your website is housed on however we have no control over the content uploaded by our customers.

In your message you mentioned that you had not worked on the account recently, and we believe this may be the cause of your issue. We note you are currently using Joomla. The creators of Joomla periodically release new versions of their software to patch security holes being exploited by a hacker. You will need to ensure you are keeping your scripts, plugins, themes, etc. up to date. As the individual who is uploading the content, it is your responsibility to maintain and update the content you choose to upload.

Please note the purchase of Site Doctor is not required for your account to be activated. All that is needed for your account to be activated would be for the account to be cleaned of malicious content. You could clean it, or any third party may clean it on your behalf. Our in-house Site Doctor cleaning service is offered as a convenience to our customers.

7/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company is running and scam by crashing web domains they host, and then selling services to fix them. We've been with them for years and then out of the blue we had our site hacked about 2 months ago. For an additional $250 dollars we were told they would clean our site and get it back up with a guarantee it would be safe. 2 weeks ago all our email and site went down and we discovered that the source of the issue was caused by someone at Hostmonster deleting and manipulating our directory files. The Hostmonster CSR themslelves admitted this on the phone and was quite surprised themselves. After our site was restored again we found all our emails were deleted and lost. Another week of trouble and many hours on the phone passed before they finally were able to get email working. Again they admitted that their own trace showed the source of the hack was INSIDE hostmonster! We were then sold by their rep that if we moved our site to a more secure PRO level server, we'd not have such issues. We complied and spent $350.00 Next day our site went down again and we were told we have Malware that needs to be removed for another $250 plus the addition of a subscription service they call SITELOCK for more $. We we tried to recover our site from past files, they were gone because they had migrated us to the pro server they had sold us the day before. When I asked why they didn't secure the site upon the first cleaning, they said that sale wasn't available at the time and their cleaning service was only good for 30 days. They offered to clean it again for another 200 + a fee for their subscription service SITELOCK. They also claimed that everyone is being hacked these days. I have never had such a horrific experience with attempted upsales and no resolutions, then passing the buck to "Hackers". The fact is, we have proof the issue is coming from within Hostmonster and believe this is a profit scam they are running illegally to drive company margins. Upon researching this issue, I've discovered it's happening to many people and they too trace the IP of the hackers back to EIG! (Parent Company) This is a fraud and should be investigated by the SEC and Federal Trade Commission.

Desired Settlement: I want the company to fix our web site and refund ALL the funds they've bilked from me and others. My time of 60 hours in the last few weeks to deal with this on the phone... I want my site restored and protected for 1 month so I can safely migrate the IP and site away from them to a reputable supplier. Damages: $250 for Cleaning $348 for upsell to Pro Level $430 for my IT team research and fact discovery $9000 for my 60 hours of time involved in this matter @150/hr

Business Response: Mr. *******,

We regret the difficulties you may have experienced. In a good faith effort to resolve your complaint we are willing to back-date your refund for your account to the time of your upgrade to PRO service. We will leave a note on your account to that effect, but please be sure to mention this to our billing agent when you are ready to cancel. HostMonster is unable to provide compensation for external costs. If you have any evidence of any wrong-doing by Hostmonster please provide the information either in reply to the BBB or directly to Legal@hostmonster.com for our investigation.

7/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When signing up for a Wordpress account, I accidentally purchased a website security service by SiteLock. The transaction was facilitated through SiteLock's vender, BlueHost. The day after I made the purchase, I contacted BlueHost and requested a refund. I was told the refund would be processed. I never received the refund. Subsequently, I sent an email to BlueHost requesting a refund on March 22nd and again on June 6. I never received a response. Finally, I contacted BlueHost using their customer service chat function. Even though I provided them with evidence of my previous contacts, they denied my refund request stating that it had been too long. I challenged the transaction with my bank twice and BlueHost responded saying that I never contacted them.

Desired Settlement: I want a refund, an apology, and a reimbursement of all fees my bank has charged me as a result of this transaction. If this does not occur, I will file a complaint in small claims court requesting punitive damages as well.

Business Response:

We regret the frustration you may be experiencing. In accordance with our Terms of Service SiteLock is non-refundable (https://www.bluehost.com/user-agreement#nonrefundable-fees). If you were told you would receive a refund for that service we can certainly review your account and follow-up with you accordingly. 

Unfortunately, we are unable to find any indication of contact from you between the day you signed up your account (3/20/2016) and your chargeback on 04/27/2016. Please provide the method, the date, and the time of your contact and we will attempt to locate the interactions you had with our staff. If you have any transcripts of those interactions please also provide those for our review.

Business Response: As indicated in the letter we sent to your banking institution, had you contacted Bluehost and requested cancellation (by following Bluehost's cancellation policy located here: https://www.bluehost.com/user-agreement#cancellation-of-services) Bluehost would have provided you with the refund.

However, as we stated in our previous reply, Bluehost has no record of contact from you before you issued a chargeback. Our system monitors and tracks every interaction with our customers. Our agents would not have stated your account was to be cancelled without validating your account or sending you a cancellation form via email to be completed by yourself. Both of these actions are recorded in our internal notes and do not exist on your account.  

We understand that perhaps the purchase was made in error, and we are sympathetic to your situation. Bluehost, as a good faith effort and not as any form of compensation, is willing to back-date your pro-rated refund to the day you issued the Chargeback (4/27/2016). We are also willing at this time to waive the Chargeback fee associated with reactivating services.

The cancellation form has been sent to the email address we have on file for your account. Please complete the cancellation form and we will proceed with your cancellation.

Consumer Response:

 
Better Business Bureau:

I sincerely hope you review this entire interaction between Bluehost and myself. Even though I have been issued a refund and my services have been cancelled, Bluehost's final conclusion is essentially that I am lying about contacting them via phone and email writhin their three day cancellation window;  even though I have sent them proof that I emailed both bluehost and sitelock on March 22 and never received a response. Bluehost eluded to the fact that this consumer  deception must be the case as their agents are simply incapable of keeping imperfect records or failing to conduct internal cancellation protocols. 

This is information that potential Bluehost customers need to know and I hope you consider that when you evaluate this case, and your relationship with Bluehost.  I have had to bend over backwards to get this refund that I should've been issued months ago. Bluehost uses Usery tactics to manipulate people into purchasing their product through the WordPress platform and then refuses to issue refunds  once accidental purchases are brought to their attention. I've had to take it all away to you and wait months just to get them to do what should've been done when I made initial contact on March 22.

with all that said:

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

Sincerely,

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

7/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted a Subsidiary of Blue Host (The subsidiary is HostMonster) and the service I've been receiving from them has been less then par. Today I contacted them around 7:55 regarding installation issues for one of my websites, and the agent on the other end was less then helpful, they would take over 5 min to respond to anything I typed in the online chat, They didn't provide me any solutions to my installation issue. I finally dis-connected the chat due to the quality of service I received. When I disconnected the chat, I was given the opportunity to review my service with them. I rated them according to my experience (poorly). Shortly thereafter I was greeted with a notification that my website had gone down. Upon contacting the company regarding that issue I was given the 'runaround treatment' and with even longer response times. I've been with Bluehost/Hostmonster since 2007 and when I was first with them they were one of the best hosting providers out there, but as of late they are one of the worst. They would advertise a 99.9% uptime guarantee and I can assure you that that is no longer the case with them.

Desired Settlement: I would like Blue Host / Hostmonster to fix their customer service and also to fix their quality of product they are giving to the end user. They used to be one of the best hosting providers out there.. but over the past 5 years their quality has tanked big time. I am filing this formal complaint against them so they can fix their act and not lose more and more customers.

Business Response: Hello,

We regret that you feel you received poor service from our Support team. Please be assured that the downtime you experienced with your website was not related to the negative review you gave our support technician and was simply an unfortunate timing coincidence.

We have forwarded the chat sessions from your contacts on June 28 to the appropriate supervisor. They will review the chats and provide coaching to help reduce any negative experiences in the future.

In recognition of the difficulties you've experienced, we would be happy to extend your hosting services for an additional month at no additional cost to you. Please let us know if you would like the credit applied.

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. Thank you for your help in this regard, Like I say I have loved being a customer of Bluehost/Hostmonster for a number of years, just the support staff needs to be looked at.

Have a blessed day!


Sincerely,

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

7/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have contacted them on 12 occasions now for a whole week asking for my website to be re activated and to pay for hosting they have charged me for a site that I had two years ago and now is owned by a different person than me. I have asked repeatedly for a new password to be sent to me they say I have a different email address. I have been getting mail from them at the email address I have used for the past 17 years and they have sent me emails there since 2012 which I have emailed them to show them that I am the account holder. They still refuse to help me put me on hold once for two hours or tell me to use an email address I have never had. I have sent a registered letter to the CEO and sent customer complaints each time I have contacted them I still have no help. Please can you help me.

Desired Settlement: to have my site reactivated and a new password sent to me so that I can have my site the right one *********************** working and the hosting paid for on the right site the one that I own.

Business Response: We have reviewed your Bluehost hosting account and do not show the domain *********************** was ever assigned to your account.

As far as our records show for the domain *********************** it was registered by one of our customers on 09/18/2015. Our customer appears to have purchased the domain after it expired. This would make the current registrant the rightful owner of the domain which is why we are unable to provide you with access to the domain name. If you would like additional information about why the domain name expired and made available for purchase by another party you would need to contact the previous host. You have indicated to us the previous host was Brain Host. 

7/2/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Bluehost.com is the registrar for *************** ***** **** is the owner of the company ****** ************ ***** ** which hired **** ******* to build the website and manage the domain and hosting with Bluehost. **** has since disappeared and is unresponsive to renewing the domain with Bluehost or confirming with them to give *****, the owner, access to renew and manage the domain for his company. The domain is now expired and his company site at ************** is down. We have provided identification, bank statements, as well as motorized copies of the State of Oregon's records showing ***** **** as the owner of the company. Regardless Bluehost says they can't do anything unless they see a bank statement from over 4 years ago showing the original purchase. This information is not accessible and shouldn't be minimal compared to the mountain of evidence already provided.

Desired Settlement: Allow the owner, ***** **** to renew and get access to the domain for his business.

Business Response: We regret any difficulties you may have experienced while attempting to gain access to the hosting account for **************. Upon review of the account we show you currently have access to the hosting account for **************.

7/1/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been with Bluehost for over 3 years. They host my first business domain name. Now for my second business I've had them to actually build the websites. It cost $1600 a nice chuck of cash for a small business. Especially, when websites can be built for free. However; I had some special needs so I needed a bit more than free. I figured this would be great since I already do business with them for the first website. The website has been launched and there are missing functions the special functions I was charged extra for $330 each. These are tools the reason I couldn't have a free website built. The appointment feature and eCommerce that give guest the ability to reserve classes and pay on my website. These functions are not working-I've done what they have asked me to do to resolve the problem. Even after I have followed the instructions provide by the design team this is still a problem. If this was a Gallery issue on my website I could be less irritated but, this is not. This is a problem that effect track flow through my door and costing me money each day it's down. I have been waiting since May 19th for a supervisor to call me back. However; this has been an issue since the website launch but missed by me as well as the design team. When they run test to ensure this has good mobile, tablet, and other devices functions. This should have been caught. They're the expert and it's why they are paid to design websites. I just need the problem to go away, I need it resolved. This is costing me money I can't afford to lose.

Desired Settlement: Repair/fix the features so the are working properly. If not, refund me for the two features (add-ons) and I'll have another designer add the features on the website.

Business Response: We regret the frustration you experienced during the process of building your website. We have spoken with our design team and understand they are still attempting to assist you with this issue. Currently, we show the issue with your calendar issue has been resolved and the calendar is fully visible on your mobile website (you mentioned this issue in a ticket you have with us).

Regarding your appointment plugin, our design team has indicated to us that the plugin appears to be working properly, but it would appear that you are struggling with operating the add-on. We are willing to provide you with a QuickStart Session at no cost to you (this would typically cost $79.99). This session would be dedicated to teaching you how to properly use the appointment plugin. As the plugin is functioning as it is designed to function we believe showing you how to utilize the plugin would be the best resolution to your issue.

Consumer Response:  
Complaint: ********

I am rejecting this response because: my website still isn't mobile friendly like I was told it is. I was it was check with the most commonly use devices: iPhone 5 & 6, iPad and android. I have an iPhone 5, iPad and a MacBook. I've other people try on their devices they get same. I have screen shots from other clients if you them I will be more than happy to provide them.   

Sincerely,

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

Business Response:

Hello,

Per your request, we have refunded the cost of the eCommerce and Appointment add-on services. Please be aware that until your new designer re-implements the plugins, there may be a minor lack of functionality in those parts of the website that utilized these plugins.

6/24/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: ********* is refusing to refund my money stating that they are keeping the money it cost to register for a domain. I initially signed up for *********.com's hosting service. I pressed a wrong button on 6/8/16, called immediately to cancel the sitelock that I didn't realize I ordered. The customer service was so bad I immediately told them to cancel the whole order. Service rep claimed he would submit the ticket but decided to put the ticket on hold. I called on 6/13/16 to follow up and that's when I was notified of the hold. Told them to cancel immediately the service rep then informed me that I would be charged for the free domain name. Then told me to refer to the terms and conditions. Terms and conditions state that when you cancel the hosting the domain will be cancelled. Now ********* is telling me that I will be charged for the domain and they cannot refund me the money for that yet the terms state that everything will be cancelled. So they are charging me for a domain that will be cancelled and unusable. Due to *********'s unethical practices I was requesting the money back. This order was initially cancelled within 5 minutes of being ordered. Submitting both companies to the better business bureau as well as small claims court and social media. The domain is *********************. When I researched I saw that ********* is BlueHost. When I contacted BlueHost they denied they are affiliated with ********* yet in the better business system it states that Blue Host is affiliiate with *************.

Desired Settlement: Complete refund. They are charging me for a site that they will cancel and i cannot use. *************************

Business Response:

Hello,

We regret the difficulties you may have experienced regarding your ********* account. We have spoken with our counterparts at ********* and verified a complete refund has been issued. Please allow 7-10 business days for the funds to show in your account.


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.

Sincerely,

***** ******

6/23/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: this company suddenly shut down all of my sites and my server after they had a problem on their end. They refused to fix the problem, so we started moving all of our sites and files to a new server. After moving all of the files a month and a half ago we requested all services be cancelled. Today they ran a new charge for all of the services. I contacted them requested a refund and they said that they would give us a pro-rated refund based on what they determine is refundable. We have not used their services or communicated with them for over a month. We should have a full refund.

Desired Settlement: We want the full refund for 49.98.

Business Response: Mr. ********,

We regret any difficulties you may have experienced while cancelling your account. We show your auto renewal was processed on 06/14/2016 and on the same day when our system saw that your domains were no longer pointed to our DNS it refunded your Sitelock CDN service in the amount of $24.99. The following day after completing the cancellation process you were further refunded $5.75. As part of our good faith effort to resolve your complaint, we have refunded the remaining $19.24. Please allow 5-7 business day for the fund to be returned to the payment method you used for the renewal.

Consumer Response:  
Complaint: ********

I am rejecting this response because: We requested your service be cancelled in May. We did this because your company informed us all of our accounts would no longer be on the internet the same day our account was supposed to renew due to an error on your part. We immediately started to transfer sites to the new hosting provider to try and prevent problems for our clients. We had all of our accounts transferred and the DNS settings updated 2 weeks later at the start of May (we have proof of this). We then contacted your support department again in early May about a few select accounts we still had on your server, we told your representative at that time we wanted our service terminated at the end of the month. Instead of waiting, you terminated all of our services at that time and we could no longer access any of our files or products, and they were no longer online. We demand A FULL REFUND due to not using your service at all in May after YOU cancelled our account, YOU TERMINATED our service, and we cancelled your services officially at the end of the month due to the numerous problems we have had like this in the past. 

Sincerely,

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

6/21/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Working with these people is a nightmare. They got my domain name wrong, failed to correct the problem, then refused to refund my money. They were extremely incompetent and rude and no one should use use them.

Desired Settlement: complete refund and apology for trying to cheat me.

Business Response: Unfortunately, we were not able to locate an account to investigate your complaint with the information provided. Please reply and advise us of the primary domain name you signed your account up with.

Consumer Response: ************* is the URL he is asking for.

Business Response: We regret any frustration you may have experienced with your Bluehost account. As of the time of this message we show your account has been canceled a full refund issued to the  card used to purchase the account. Please allow 5-7 business days for the funds to show in your account.

6/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For the past 4 months Hostmonster have failed in their advertised ability to have my website up for 99% of the time. I have a comprehensive list of all the times that my website have been 'down' and also transcripts of my conversation with their staff. They has issues with their service to Australia for over a day which they neither admitted nor informed me off. In the transcripts they show that they are totally uncooperative, gave miss leading information (to the point of lying). They have also refused to answers my correspondence about this issue which I sent 11 days ago via email to their nominated address. They refuse to put me in contact with anyone of authority in the company, actually saying that they could not put me in contact with a supervisor (see chat transcript). I tried to download my website from their servers and was unable to as I kept getting timed out. This issue was with their servers and not my end. They simply refuse to get back to me or reply to any of my correspondence.

Desired Settlement: I would also like action taken against them for their refusal to inform me of their over sighting bodies and making it as difficult as possible to make a complaint about them.

Business Response: Mr. *******,

We regret our services were not satisfactory to you. We try very hard to meet or exceed customer expectations. However we realize that that does not occur in every case and that in this instance your expectations indeed were not met. Please accept our apologies for failing to meet your expectations.

Hostmonster does not advertise a 99% uptime guarantee. Hostmonster does provide 24/7 Network monitoring and will resolve any network issues as quickly as possible.

We have reviewed your account and chat transcripts with our support teams. In review of the chats it appears you spoke with our support staff located outside of the United States and we do not believe they were attempting to avoid your inquiries regarding who you may speak with external to Hostmonster. We believe the agents did not know the answer to your question. We have since advised our agents to contact some one and find the answer if they themselves are unsure.

There are several external agencies you may discuss your grievances regarding a business to, but it would depend on the situation which agency you would contact. In this situation it appears your frustration was unfortunately due to how our customer service representatives were handling your situation. The email address the agents provided you would be the most appropriate contact to express your concerns. That email address goes directly to Customer Service Managers who would have reviewed your chats and provided additional training to the agents to ensure Hostmonster customer service agents are providing the best level of support possible.

As a good faith gesture and in acknowledgement of your frustration Hostmonster has extended your hosting services an additional month at no additional cost to you.

Business Response: Hello,

The uptime logs provided suggest that the monitoring is accomplished by JetPack. However, several posts on Wordpress support forums indicate that JetPack's uptime monitoring is not always accurate. Thus, we cannot rely on these logs as an accurate representation of site uptime.

However, whatever the uptime status of the site may be, your claim that we are not fulfilling our advertised promise of 99% uptime is incorrect, because we do not advertise 99% uptime.

As mentioned in a previous reply, we have already credited your account with one month of hosting at no cost to you as a courtesy. We believe that no additional credit is necessary given that no 99% uptime guarantee exists.

Also, as previously mentioned, oversight does exist for our business, but the agency to which you'd need to direct your complaint would depend on the nature of that complaint. Your complaint appears to have two main points: 1) That we failed to provide 99% uptime as advertised, and 2) that you received poor customer service when trying to get your questions answered. In the first case, no escalation is necessary because the claim is incorrect as mentioned above. In the second case, complaints of this nature (dissatisfaction with support staff) are best handled internally by the company via the feedback address you were provided.

We regret that you are dissatisfied with Bluehost, but we wish you well in your future endeavors.

Consumer Response:

[A default letter is provided here which indicates your acceptance of Arbitration. 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 arbitration is necessary.

I would like to know if Bluehost is a BBB Accredited Business as per the definition for arbitration before proceeding?

Sincerely,

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

6/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My issue with Bluehost is many layered. I signed up with their company to host my Wordpress account because they had the best deal (at the time). When I signed up, I ran into an error logging in and assumed it was a computer glitch, so I let it go. Later, when I tried to sign in to their website, I encountered the same error and that error would last for months on end. I was able to reach my website by going through my email into Wordpress directly but when I cleared my history once, it was gone - the ability to get into my site. I contacted Bluehost on several different occasions. I was hung up on when I called. They attempted to sell me things when I called, transferring me to different people who rudely hung up on me when I said I was not interested, that wasn't the purpose of my call. I used their chat function and was told that my problem could not be fixed, because my password reset encountered an error each time. I tried for months to have this issue resolved, all the while hopeful that they could and willing to eat the cost of a website I couldn't use, if they would just help me. The last straw came about when I called, again, knowing they'd charge me for a website that was unable to be accessed. When I called, I reached an automated questionnaire that asked me several random questions (do I own ___?) which I answered. I was transferred to a representative who immediately tried to sell me auto insurance or an auto policy (I'm not sure - I was incredibly frustrated). When I told him I needed to speak to someone because of my issue, not have someone sell me something, he started muttering rudely into the phone and said, "**** it," and hung up on me. I called back and asked to have them discontinue my account. This is the worst customer service I have ever received. My grave error was thinking that this company would resolve the issues surrounding their own website! I will never recommend them and believe me, as a small business owner - a good website is a big deal. I'll be sure to let my fellow small business owners know they're complete ****.

Desired Settlement: Considering I spent months paying for a product I could not use, ideally, I'd like a refund but I doubt that will happen. Instead, I'd just like to make sure they are aware their customer service is awful and the way they're running their company and resolving issues is even worse.

Business Response: Mrs. *****,

We regret the frustration you may have experienced regarding your Bluehost account. We do not currently have enough information to try and resolve your password issue, but if you would consider remaining with Bluehost we would extend your hosting an additional month (at no cost to you) and have one of our higher level technicians call you directly to attempt to resolve the issue. Please let us know if that would be an option for you.

Regarding your description of the behavior of our technicians, we are a bit perplexed. We do track and record all calls made into our system and show we only have 1 phone call made from the phone number listed both in your BBB complaint and in your account. The call was received 06/06/16 and we have listened to the call while investigating your complaint. In the call we show first you called into our Sales phone line and indicated you would like to cancel and our Sales agent transferred you to Billing to assist you. As a result of the brief conversation, your account was set to expire as you requested. In the review of this call, we do not show you were hung up on and did not find any misconduct by our agents.

This coupled with your description of an automated system asking you questions that you would reply to (our automated system is not voice responsive) leads us to believe you may have been calling the wrong phone number. We also do not have any offerings related to the Auto Industry. We would prefer an opportunity to rectify your issue and show you our excellent customer service, however if you would prefer we would be willing to refund your last payment of $24.99.

6/18/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The company provides me with a right service but they do not want to send me a bill WITH my VAT number on it. As a company this is not acceptable for accounting reasons. They provided me an invoice WITHOUT the VAT number. I just want a invoice with my VAT number. After a long chat with their support department they are telling me that this is not possible.

Desired Settlement: An invoice with my VAT number on it. (not any refund, not any change in the service, just a right invoice)

Business Response: We regret the frustration you may have experienced. As you were previously told by one of our agents via ticket, we would be happy to supply an invoice with your VAT number. First we will need you to log into your cPanel account and add your VAT number at the end of your name in your customer information. Once you have entered your VAT number in your customer information please reply to us through the BBB or via ticket and we will supply you with the requested invoice showing your VAT number.

6/10/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have requested my account be canceled multiple times since February. Each time I'm told the auto-renew is turned off and my account will expire at the end of the billing period. Each time I'm also assured that the fee will be refunded within 24 to 48 hours and I will receive a confirmation at that time. I have never received a confirmation of cancellation. Today, after being on chat with a representative for an hour I FINALLY got a confirmation of request (not a confirmation of cancellation mind you) and a request to fill out a cancellation form. This form has not been mentioned once in all of the other times I requested a cancellation and we not brought up at all until I repeatedly asked for a confirmation, got the e-mail and asked what the form was and why I was being told my account was cancelled already when there was clearly another step. The rep has pointedly evaded all my questions as to why my account not being cancelled and now is both saying it is cancelled and that it will be cancelled when the form is filled out. I have been charged $24.99 for four months in error and lied to repeatedly about how to stop the charges. The reps have been insulting, condescending. In my conversation today I was told the account was canceled. I pushed to inquire about the previous refunds and actually getting a confirmation. It wasn't until several requests for that info that a completely different cancellation process was brought up that is apparently the only actual process. This was 23 minutes into a conversation that the rep had tried to end multiple times by saying it was canceled already. They have openly hid the cancellation's actual process. Please do something about this clear cancellation of service scam.

Desired Settlement: I want a refund for the fees that were charged without permission and my account terminated immediately. And for their cancellation process to be made more accessible and for customer service reps have to clearly and immediately provide this info when a cancellation is requested.

Business Response: We regret the difficulty you experienced while attempting to cancel your account.  At this time we show you have not yet completed the cancellation for, however as you requested your account has been canceled. We show a refund for your last renewal was issued as of 05/28/16.

Consumer Response:

 
Complaint: ********

I am rejecting this response because: 

The refund that has been issues was only $1.75 of the $24.00 charged for May, and none of April, March, or February has been refunded. I have also completed the cancellation process as it was explained originally numerous times. Claiming I did not complete a process that they failed to provide info on is ridiculous.

Sincerely,

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

6/9/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am requesting the $39USA I paid for a theme of PETS (animals) Instead, I got wild animals that they do not suit on the website. I'm already using a theme from Godaddy. I have explained this to this business, and requested my money back. Their response is that because is a digital product they do not offer refunds. They have instead offered to change the theme for another of my choice. They sent me a link which leads to a myriad of themes that are useless to me. They do NOt have Any themes with pets that I may be able to use in the future. Given this situation, I am requesting my money back. If Mojo comes up with a theme with pets and farm animals I would accept that arrangement. Otherwise, the theme that I paid for is is USELESS to me. Two choices for them to decide.

Desired Settlement: Either provide a decent theme of pets that i can use OR give me my money back.

Business Response:

Hello,

We have relayed this complaint to Mojo Marketplace, an affiliated company that handles the Wordpress theme purchases offered in our Control Panel. Mojo has responded to us indicating that they have spoken with the customer, authorized a refund, and resolved the issue.

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.  I RECEIVED A CALL FROM THOMAS MANAGER AND STATED THAT THEY WILL REFUND THE $39US

Sincerely,

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

6/9/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Bluehost automatically renews their services. After sending an email to billing@bluehost.com asking them to cancel, they still renewed me and charged $395 without my permission as they hope that people simply forget instead under the pretenses that they offer a convenience to the customers. After being on the phone for hours and speaking with rude customer service and billing departments, they offered only partial refund at the time of the call and not at the time of the email sent months prior.

Desired Settlement: An adjustment of $37 should be made

Business Response: Mr. *******,

We regret the difficulty you experienced when attempting to cancel your account. Although your situation was handled in accordance with the Terms of Service you agreed to upon sign up (http://www.bluehost.com/user-agreement#auto-renewal-hosting and http://www.bluehost.com/user-agreement#notice-of-cancellation) Bluehost has issued the remainder of your refund in a good faith effort to resolve your complaint. Please allow 7-10 business days for the funds to show in your account.

5/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had to pay to upgrade my service because of issues on the server I was hosting my emails and websites. The server kept on having issues of been shut down due to overuse by other clients. To avoid this issue they suggested I migrate to a VPS account that would not have those types of issues for a lot more money per month. I agreed but ended up with a more issues because the IP address that was given to me was already blacklisted by several email companies, like ATT, Pacbell, Icloud and Yahoo. Instead of fixing the problem they created they gave information on how to contact the companies to remove the blacklist.

Desired Settlement: Fixing the issues with the IP address and compensating me for the downtime.

Business Response:

Mr. ******,

We regret the difficulties you're experiencing. So assist you we request you supply copies of the the bounce backs you are receiving. We would prefer more than one example to more than one address you are attempting to send mail to. Once we have received these examples we will have our upper-level technicians work to resolve the issue.


5/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, We've already issued a complaint on here with BBB Utah. It was fixed and BlueHost was supposed to refund us and cancel the account. However, few months later, BlueHost is still taking payments in my credit card account. They haven't refunded anything yet. We have lost the # of the other case but I think it should be easy for you to retrace the old complaint. Thank you, ***** ********

Desired Settlement: Payment in full of the actual account. Plus all the time since our last complaint.

Consumer Response:

Hello,

 

I have the old complaint date: **********

You can find it on this link: *********************************************************************************************************

 

Thanks,

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

Business Response:

Hello,

There have been no new charges to your account since your previous complaint.

In our final response to your previous complaint, we stated, "Once this refund is credited, your Bluehost account will be cancelled and any data still stored on the account will be deleted. If there is any data stored in the account that you need to copy, please download a copy before indicating to us that it is safe to proceed with issuance of the refund."

We never received a response from you indicating that it was safe to proceed. If it is now safe to do so (keeping in mind that any data still present on the account will be irrecovably deleted), please advise.

5/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bluehost shut down my site without any notification because of said malware. I went ahead and cleared the malware. However they still claim that I had malware on the site - yet refused to give me an updated list of files!!! The only option they provide is to pay $***!!! for their site doctor. There's no other option to remove the malware.

Desired Settlement: Repair the site for free.

Business Response:

We regret the frustration you have experienced while trying to resolve your malware issue. We have reviewed your account and advised our agents if you should request an updated malware.txt file that courtesy should be extended to you. At this time your malware.txt files has been updated.

 

Bluehost does not require you to purchase Site Doctor cleaning service in order to be re-activated. We only require the infection be cleaned prior to activation. We have confirmed various files in the current malware.txt are indeed infected and recommend either cleaning the files yourself or hiring any third party of your choosing to clean the files for you.


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.

 

I still believe I should not have had to go this route and the agents should have been more than happy to assist me - which they were not. 

Sincerely,

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

5/10/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been with Bluehost for years (after switching from *********, huge mistake) because I wanted their VPS Wordpress hosting. A couple of months ago I used one of my client's credit cards (with his consent) to pay for the hosting (for several months). He then (without informing me) contested the charges with his bank and Bluehost disabled my account without even informing me first. Had they done this, I would have paid the balance right away and resolved the issue. After calling them, they informed me that I must send them a copy of my DL, a copy of my credit card (for the back charges) and a signed letter from me authorizing them to charge the card. I had already changed the credit card in my Bluehost dashboard to my business credit card and sent them the information they requested. They told me that they would charge my card and get my sites back online and that they would bill my credit card for the current month in about 2 weeks. Fast-forward a few weeks and I go online and my site is down. ??? I called them and they said that the charge was disputed with the bank. Huh? They tried to charge the client's card and not my personal card that was already in the system several weeks prior to this. I was very upset, as I have many clients' websites (as well as my own) hosted under this account and would never let any of the sites go offline like this. I talked to a "Yuliya," and when I expressed my frustration and asked to talked to her supervisor, she told me that I could e-mail their legal team, but she would not transfer me to her supervisor. I have never encountered issues like this nor had a customer service agent ask me to e-mail the company when I asked to talk to their supervisor.

Desired Settlement: My main concern is that this could happen next month or in subsequent months due to the fact that they already had my credit card on file but chose not to bill it (instead choosing to bill the old credit card, the client's, that had already caused problems in the past!). I need to be assured that this would never happen again and I believe that I am entitled to several months of free service (same service I have) for the time and aggravation of dealing with this.

Business Response: Hello,

We regret any inconvenience that you may have experienced due to the chargebacks that occurred on your account. It is standard policy for an account to be suspended for security reasons when Bluehost has been notified of an unauthorized charge on an account.

However, based on your explanation of the issue, it appears that you may be misunderstanding the circumstances of the suspensions. You indicate that you believe that Bluehost is continuing to issue charges to the old cardholder on the account, thus resulting in new disputes and suspensions. This is not the case. The first suspension (which occurred on April 1) was in response to a chargeback received against the account payment made on January 18, 2016. After this was resolved and the account reactivated, a second chargeback was received (on April 15) against the account payment made on February 18, 2016. As this second chargeback was also made against a payment that had already occurred, the account was again suspended.

To be clear, no new charges have been sent to the old cardholder.

As there are still payments in the account history that were made using the previous payment information, it is possible that future chargebacks may be received against those payments. We have spoken with our Chargebacks team and they have left account notes advising that the account not be deactivated immediately upon receipt of additional chargebacks pending further review. Please note, however, that we cannot guarantee absolutely that your account will not be suspended again in the future, as there are many possible reasons that an account may be subject to suspension.

Consumer Response:
Complaint: ********

I am rejecting this response because:


For all months that my account has been with BlueHost, the charges have been paid. I do not owe for any back months, I have already verified this with my bank- the fact that you are denying this and stating that my account could still be susceptible to charge backs is completely unacceptable. I am advising you that I am taking this to my attorney.

Sincerely,

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

Business Response: Hello,

It appears that additional clarification is required.

Your account is charged monthly for your hosting services. For the months of December 2015 and January-March 2016, your client's card was charged for the hosting fees, with both his consent and yours as you indicate in the complaint.

On April 1, we received notification that the 12/2015 and 1/2016 charges were being disputed. This caused the first suspension of your site. You repaid these fees and your account was reactivated.

On April 15, we received notification that the 2/2016 charge was being disputed. This caused the second deactivation of your site. You repaid this fee and your account was reactivated.

As previously stated, we are not making any new charges to your client's credit card. Nor are we stating that you owe us any back payments. However, as you can see from the above information, your client was responsible for paying the 3/2016 hosting fee and as such, it is still a possibility that he can dispute that payment with his bank. Our statement of this fact in our previous reply was simply to ensure that you were aware of this possibility. Also, as previously stated, our chargeback team has left account notes advising that the account not be deactivated immediately upon receipt of additional chargebacks.

5/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Beware of this host, major red flag with security when they require you to verify your account with the last 4 characters of your account password. Any legitimate business would not request of this, or even know your password as they are encrypted with algorithms. I have been trying to cancel my account for over an hour and I have been passed off to multiple people with no help. Even if I use their service this is no way to get support. If you feel like throwing away money, choose bluehost. They also do not offer a month to month plan for their hosting and require a full year paid up front. Worse idea ever to sign up with them, plus I am afraid my credit card information has been compromised.

Desired Settlement: Cancel my account, refund me, and stay away.

Business Response: We regret the difficulty you may experienced while attempting to cancel your account. As a point of clarification, our staff is not able to see your password. The last four characters of your password are entered into a verification box and the system then responds with whether or not the information is accurate. This is done to verify we are speaking with the owner of the account.

At this time we show your account has been canceled and a full refund issued as of 04/25/2016.

5/7/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We ordered two upgrades for our hosting packages, from the "Shared Hosting Pro" to the "Cloud Sites" plan. They refunded the amount of time remaining, and charge the difference for the upgrade. However, after the plan is upgraded, no emails can be sent from the new servers. This problem lasted for a week and they had no idea when it would be fixed. As email is an important service, we had to asked them for a downgrade and continue on our original "Shared Hosting Pro" plan. Then we were charged for a downgrade fee again. The reason provided by Bluehost, is that the rate had changed and our original rate was no longer available. We explained that the we had to downgraded the plans as neither "Cloud Sites" server could send out any emails, and no one could help to solve the technical problem after 7 days. They therefore agreed to provide us a refund with another special rate, which is about the same with our original rates. However, there is a small difference for the refunded amount as they said we "stayed at the higher rate for a few days". These "days" is the time we waited for their technical support (which eventually failed to fix the issues), and the time we waited for their billing department to response. We replied the emails within 1 day, and it takes on average 2~3 days to get their reply. We were charged for the time of waiting as well. We don't think we should pay for a higher rate for the same service. We simply want to continue with the original plans as their new "Cloud Sites" were not working. Based on our calculation, the full refunded amount should be: *******, and the amount they agreed to refund is indicated below with the date they responded: 3/29/2016 3:41 PM: We contacted via phone call. Wait for 30 minutes online to talked to an operator. Wait for another 1 hour online and he promised to create a ticket to follow the issue, but no ticket was created. We then created a ticket by our own on 30/03/2016 4:00 PM. This ticket was replied on 05/04/2016 7:01 PM, and the amount they agreed to refund is: *******. We replied Tue 05/04/2016 10:00 PM and explained that this amount is incorrect. We then got another reply from them at: 06/04/2016 6:41 AM and the amount they agreed to refund is: ******* We wrote back and requested a supervisor to look at it. We wrote at 06/04/2016 1:20 PM and got a reply from them at 07/04/2016 3:41 PM: They did assigned a supervisor to look at the issue. However, he didn't answer or address any of my questions, instead just repeated what they had already said. This time, the amount they agreed to refund is: *******. The billing supervisor said "this amount is different from the amount Durrell gave you by ***** as it is prorated for the time you have left on the old standard rates. And it it is estimated that each day you stay on the old plan rates, about an additional by ***** will be prorated off the total refund when you term change." We replied at 07/04/2016 5:25 PM and listed our detailed calculation for how to get the number *******. We then got a reply from them at 08/04/2016 8:39 PM and got the same explanation again. None of our calculation or questions were answered. Our question includes "what is the exact amount to be refunded?". We replied on: 08/04/2016 9:24 PM and got a reply from them at Mon 11/04/2016 5:45 AM. This time the supervisor is no longer involved. Our requested was left to another staff at Level 3 billing. The same statement was repeated and the amount they agree to refund was now: *******. We were not asking for any compensation of the service downtime. However, we don't think we should pay for the time that we waited for their reply. In addition, after the downgrade, all websites of a server were all down for another week. We talked about this when we contacted the Bluehost billing department but it was simply ignored. We had spent more than 10 hours to contacted their Support team to attempt to solve this issue, and spent another 10~15 hours to solve the billing issues. The difference amount is about ***, which doesn't worth the time we spent. Therefore, we took their offer to get that refund first to avoid losing more money as we are still "at a higher rate". However, we decided to spend another hour to collect all the historical conversations and file this complaint and hope this will get their attention. In a short conclusion, this "upgrade" was not working. We spent more than 20 hours to communicate with Bluehost and paid extra money for the service we never get. Although the amount difference is small, it is very time-consuming to contact the billing department and they don't even answer your questions.

Desired Settlement: Based on our calculation, the full refunded amount should be: *******. Eventually we were refunded *******. The reason we file this complaint is not only related to money, but also we hope someone knows how difficult it will be when you have a need to talk to the Bluehost billing department. Again, it is not worth to spend so much time on the small difference, but the voice should be heard. Thank you.

Business Response: Hello,

We regret any inconvenience you may have experienced with your Cloud Sites upgrade and we apologize for your communication difficulties with our various departments. We are currently working on improving the response time of our Support and Billing teams. However, we believe that your calculations regarding the overall refund amount may be incorrect.

Your .co account was created on Feb 25, 2015 on the 36 month plan at ******/mo, for a total amount paid of *******.

Your .biz account was created on Apr 10, 2015 on the 36 month plan at ******/mo, for a total amount paid of *******.

For 36 months (including a leap year), this works out to a total hosting time of 1096 days, equating to a per-day cost for the .co and .biz accounts of approximately ***** and ***** respectively.

After the upgrade and the associated issues and the account changes that resulted from those issues, both of your hosting accounts now expire on Apr 11, 2019. This is an extension of 366 days for the .biz account (from 4/10/18) and 410 days for the .co account (from 2/25/18).

Based on the above per-day numbers, if you had stayed on those original plans and never attempted to upgrade, extending each of the plans out to the new expiration date would cost ******* for the .biz account and ******* for the .co account, for a total cost of ********

Over the course of your upgrades and downgrades, you paid in the following amounts:

3/23/16 .biz cloud upgrade:  *******
3/24/16 .co cloud upgrade:   *******
3/29/16 .biz Pro downgrade: *******
3/29/16 .co Pro downgrade:  *******
Total:                                  *******

On 4/11/16 you were refunded *******. Thus, the total additional amount paid to us by you is ************* * *******. As you can see, this is a smaller amount than you would have paid if you had simply extended your expiration date to 4/11/19 under your old plan rates.

Based on the above calculations, coupled with the fact that your now-current plan rates are ******/mo (.co) and ******/mo (.biz) which are lower than your original plan rates, we believe that no additional refund amount is warranted.

Again, we regret that the upgrade was not successful and that you were negatively impacted. We hope that the matter has been resolved to your satisfaction and we appreciate your business.

Consumer Response:
Complaint: ********

I am rejecting this response because:


Thank you for your reply. However, I got a different number when I am doing my own calculation. Please correct me if I am wrong.

Invoice #******** shows that the payment of renewal was made on Apr.11, 2015, but this didn't mean 5uwebsite.biz should expired on Apr,10, 2018. In fact, according to invoice#  ********, the 5uwebsit.biz Pro  Web Hosting should expire on May.10 each year. That means, after the payment for Invoice #********, the new correct expiry date for 5uwebsite.biz web hosting pro should be: May.10, 2019. Therefore, we only extend this package for 323 days, rather than 366 days you suggested in the previous email. Do you agree?

Furthermore, could you please show me how did you get the numbers of "******* for the .biz account and ******* for the .co account"

Thank you very much.


Sincerely,

***** ****

Business Response:

Hello,

Thank you for your response.

Here's how I arrived at the "******* for the .biz account and ******* for the .co account" numbers.

Prior to your upgrades, your most recent payments on the two accounts were as follows:
.biz - 4/10/15 - 3 year renewal @ *****/mo = *******
.co - 2/25/15 - 3 year signup @ *****/mo = *******

I then used these numbers to break down your payments to a per-day amount. That's 365 days * 3 years plus 1 day to account for the leap year in 2016 = 1096 days covered by those payments. Then,

******* / 1096 = ************ - per day cost for the .biz account
******* / 1096 = ************ - per day cost for the .co account

As a result of all of the recent changes to your accounts, the expiration dates for both accounts were changed as well. Both the .biz and .co accounts now expire on 4/11/19.

Previous expiration dates for the accounts were:
.biz - 4/10/18 (This was the wrong date as you indicated, but for explanatory purposes I'm continuing to use it here)
.co - 2/25/18

Counting the number of days between the old expiration dates above and the new expiration date of 4/11/19 then multiplying that number of days by the per-day amount calculated above is how I reached ******* for the .biz account (366 * ****) and ******* (410 * ****) for the .co account.

As mentioned above, I've double-checked and you are correct about the old expiration date for the .biz account. Its pre-upgrade expiration date was May 10, 2018. I apologize for that error. This changes the number of days extended from 366 to 336 (not 323 as you state), the ******* figure to ******* (336 * ****) and the total cost mentioned in our previous response from ******* to ********

This new amount of ******* (and if we used your 323 day number, *******) is still higher than the ******* that you've paid in, so between this and the new lower plan rates you're using, you're still coming out ahead.


I hope this information helps to explain my calculations. I would be happy to contact you directly to go over the numbers further if you have any additional questions.


5/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have used Bluehost for almost 5 years and had not been dissatisfied until now. I decided to cancel my account about 3 weeks ago because I was no longer using the website because the business was no longer in operation. They refunded my remaining subscription fee and sent it to a closed account. No amount of calling them and my closed bank has produced any results. It has rather caused me stress and long wait times. My bank has been closed for 10 months and that card has been destroyed for 10 months and yet they still persist on informing me that the money is with the closed bank. At first I believed them but I have spent too many days calling my bank and opening tickets for issues that really go nowhere because i am no longer a customer.

Desired Settlement: Reissue the refund that was supposedly sent to that closed account.

Business Response:

We regret the difficultly you have experienced while attempting to obtain your refund. We can assure you will receive your refund once the refund process is complete. Typically when an account is canceled you would receive your refund within 5-7 business days however since your banking account has been closed this process may take longer than it usually would.

 

We are unable to issue your refund to another credit card or PayPal account until a refund to the original account is attempted. If you have received a new card with a new number and expiration date, the refund will still process successfully. However, if the credit card account has been closed entirely, one of two things may happen:

 

  1. The financial institution will issue a check to the account holder if they receive a refund for a closed account.

  2. The financial institution rejects the refund and sends the funds back to us. In this case, to ensure a double refund is not issued, we must wait until receive the funds back from your bank at which time we will ask you for a PayPal account to issue the refund to. If you do not have a PayPal account, we recommend you open one at http://www.paypal.com/. If PayPal is not acceptable, then we will issue a refund via check to the mailing address on file for this account.

Refunds issued to a PayPal account take 24 hours to process, while a check refund may take up to 3 weeks. Please be aware that this entire process may take upwards of 6-8 weeks to be completed successfully because it can take quite some time for us to receive the funds back from your financial institution.

We appreciate your understanding a patience while we process your refund.

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. However if I do not have a response by June 19, I will move forward on pursuing the matter legally.

Sincerely,

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

5/2/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was billed $15.99 for annual domain registration fees that are included free each year with my account by Cassandra D**** on 4/14/16. When I called back to question the charge after reviewing my account since 2009, everyone agreed on the phone with Patrick W******** & in follow-up e-mails with Daniel & Durrell that this error occured. A refund was refused until next year. Follow-up e-mails with Daniel showed that this was not reliable & the ethics of bluehost are questionable. I requested this error (or fraud if known) to be fixed, but was refused. My contesting it with my credit card company was threatned with closure of my account & a $50 fee.

Desired Settlement: Refund of agreed upon $15.99 over-billing.

Business Response: Dear Mr. ********,

We regret any inconvenience that you may have experienced with your domain renewal.

Your account does currently include the "free domain for life" that was available when you signed up. However, this free domain is processed through a "registration coupon" that is added to your account every year. When your domain comes up for renewal each year, the cost of that renewal is offset by the coupon, giving you the renewal for free.

When you called in and spoke with Cassandra, she discussed renewing your domain for two years so that the expiration of your domain name and the expiration of your hosting account would occur at approximately the same time. You had agreed to this during the call, so the coupon paid for one year and then you were charged for the second.

When a domain is manually renewed as it was in this case, the renewal takes place immediately and funds are sent from us to the domain registry. This is why domain charges are non-refundable under the Terms of Service. The 2 year renewal you purchased cannot be reversed. However, our developers were able to exercise a little "creative manipulation" of the system and get the $15.99 payment refunded to you. The consequence of this manipulation is that our billing system currently sees the second year of renewal as 'unpaid.' Once May 2017 comes and another registration coupon is added to your account, our system will self-correct and use the coupon to pay for that second year as normal. Until then, if you should cancel your hosting account or attempt to transfer the domain to a different registrar, the system will try to collect payment for that second year.

Going forward, to take full advantage of the free domain coupon, you will want to be sure that the domain is left to renew annually so that only the coupon is used each year. The coupon is included only with your current hosting plan; if you change your hosting plan to any of our other product offerings (Basic, Pro, Cloud, etc.), you will lose the "free domain for life" included with your current plan.

Please allow 3-5 business days for the refund to post to your credit card statement.

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. 

After several hours, calls, and e-mails with multiple employees and no correction of the known billing error, I'm glad a way was found to correct the double-billing once the BBB was involved.

Sincerely,

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

4/29/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Bluehost is involved in some highly devious practices to avoid cancellation of hosting service in accordance with their own policies. I purchased an annual hosting plan and, within a couple of days, realized I had made a mistake and did not actually need the hosting service. Bluehost's cancellation refund policy is a full refund if cancelled within 30 days. The cancellation process is extremely devious and their customer service reps are the worst I've ever come across. I've been trying to cancel my hosting service for the past 2 weeks to no avail. I've tried Live chat, Phone, and Email, and all I am getting from bluehost is plain old runaround. They say they need to email me a cancellation link and never do. They have the correct email address and, no, it's not in my spam folder. When asked to escalate and speak with a manager, they say their manager is not available. When asked to stay on the phone with me until I receive the email, they refuse. When continuing to ask for escalation, the reps hang up. By far the worst practice I've ever seen in a company. After 2 weeks, they are yet to cancel my hosting service. Bluehost is a total sham.

Desired Settlement: Needless to say, I need my hosting account cancelled and a full refund issued ASAP. If the business cares one shred about their reputation, I would advise someone competent and coherent to contact me regarding this disgraceful operation as a company. Otherwise, the world will be hearing about it.

Business Response: Hello,

We regret any inconvenience you may have experienced while canceling your Bluehost account. As of the time of this message, our records indicate that you have been fully refunded for all of your hosting fees. The refund was sent over separate transactions, the last of which was processed on 4/13/16. Please check with your bank and/or credit card provider to verify that the refunds have been received.

4/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On or about March 14th I placed a call to Bluehost to renew my domain name for an additional three years. The Bluehost employee who took my credit card information also made some changes that I never requested to be made. This error on his/her part caused us over four weeks of technical issues. After many hours of phone conversations (all of which are logged by our IT dept) and almost $1,000.00 of IT expense, the problem has still not been resolved. My company has been our a significant amount of money trying to correct the problem. I've followed the instructions proved by the Bluehost technicians to file my complaint through ********@Bluehost.com. This complaint has been resubmitted at least four times and to date have not received any communication with Bluehost.

Desired Settlement: Since all of the IT charges were caused by a Bluehost employee, I am asking for a refund in these expenses.

Business Response: Dear Mr. ******,

We regret any inconvenience you may have experienced with your recent renewal/upgrade.

We would be happy to have one of our senior technicians contact you to assist in resolving any lingering issues with your website. Unfortunately, as of the time of this response, it appears that your site is not currently hosted on our network. This limits our ability to assist. If there are any remaining issues that exist associated with the files that currently reside on our servers, please let us know and we'll do everything we can to resolve them.

Under the Terms of Service, Bluehost is not liable for expenses related to external support. However, we would be willing to apply a credit to your Bluehost account for 2 additional months of hosting at no charge. Alternately, if you do not intend to return your website to our servers, we can back-date your cancellation refund to March 14, 2016 - the day that the upgrade occurred.

Please let us know how you'd like to proceed.

Consumer Response:


Complaint: ********

I am rejecting this response because it does not address the actual problem caused by the technician at Bluehost. They are correct in that they are not currently hosting our website. We had no choice but to change hosting companies because after more than a month of trying to resolve the issue with Bluehost personnel, nothing was getting accomplished. After multiple emails sent to ********@Bluehost.com, multiple phone calls/conference calls over the course of 4-5 weeks, I felt we were going in circles. No one at Bluehost would provide me with a resolution.

Bluehost caused our business to be out hundreds of dollars by having to pay a technician to work with the Bluehost technicians as they attempted to resolve the issue. Our tech support company was unable to get Bluehost to deal with the issue.

Even though our website was down for a few days during this time, I am not asking for any financial compensation for that inconvenience. My request for reimbursement is the hard costs of hiring an outside tech person to deal with Bluehost.

The bottom line is that a Bluehost employee did something to our domain that was not asked for nor requested. That error on their part created the entire fiasco that lasted over a month. The expense incurred by my business, ******** ****** ** *****, would not have occurred if the employee had done their job as requested by me.

Sincerely,

**** ******

4/23/2016 Guarantee/Warranty Issues
4/21/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: i am being billed for service I did not order and am unable to get assistance from their corporate customer service professionals. I spoke with Kyla and she informed me it was nothing they could do but refund the balance I was furious I never knew of this charge. I got an email last week informing me that my website will be cancelled. I never knew why this was billed to my card the she told me the charged me $311.39 on 0/23/2015 I was frantically looking for the charge in my account for the date she gave me. I do know anything about domain hosting or website set up or site locking which is what they billed for I DEMAND A FULL REFUND OF $311.39 supposely we are suppose to get a partial refund of $176.02 AND THIS LEAVES A DIFFERENCE OF $135.37 and this is not our account we want our money back ASAP $135.37 WE DEMAND FULL AMOUNT OF THIS FRAUD ACCOUNT. We do not know anything about bluehost

Desired Settlement: WE DEMAND FULL AMOUNT OF THIS FRAUD ACCOUNT. $311.39 WE HAVE BEEN INCONVENIENCED We want all fund back in our account immediately

Business Response: Hello,

in review of your account it appears after submitting this complaint our customer service was contacted and a full refund has been issued. We regret any frustration you may have experienced in canceling the related account and hope that the issuing of a full refund resolves your issue.

4/14/2016 Problems with Product/Service | Complaint Details Unavailable
4/14/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Bluehost has very misleading prices and advertising- leading the consumer to think they are spending just a few dollars a month and then they pre-charge you for three years of service without authorisation- they hide this in minuscule print and do not answer customer complaints. I cancelled my services within the three-day limit when I learned of this practice. But they refuse to refund the domain name charge, despite having advertising that promises they will refund if you are unhappy and you cancel within three days. first they claimed I didn't cancel within 3 days (which I did) when I proved that the three day limit had not passed they then changed tact to say I didn't click a tiny box on the form, even though through multiple e mails and phone calls they knew of my intention to cancel everything and have my money returned to me. They now completly ignore all attemots at communication.

Desired Settlement: Full refund of all charges.

Business Response: We regret the frustration you may have experienced. Our Billing team was not able to refund the cost of the domain because at the time of cancellation Bluehost would have been able to recover the cost of the domain from the registry and would still be unable to do so. However, as a gesture of good faith, Bluehost has refunded the remainder of your payment in the amount of $23.83. Please allow 7-10 business days for the funds to be returned to your account.

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. However the explanation is not. Bluehost have a clear policy of allowing you to cancel services including domain names within 3 days, I met this condition, but they claimed I did not, They operate misleading business practices and try to trick and confuse the customer and then ignore them, when a complaint is made. If they had resolved the issue immediately they would have likely kept me as a customer for other projects I am working on, as it is I would not use their services or recommend them to others.

Sincerely,

***** ****

4/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Their IT staff makes changes behind the scenes that constantly take your site down. When you call tech support they treat you like you are some sort of idiot and deny they have done anything even though there is proof from file timestamps that things have been modified. That have cost me significant lost in revenue with their cowboy approach to making changes to my system without even a heads up courtesy message that they are about to make a change. The lack of honesty and ownership to a situation is pathetic.

Desired Settlement: Fix the process

Business Response: Dear Mr. ********,

We regret any inconvenience that you may be experiencing with your websites. However, your complaint does not include sufficient information in order for us to assist in troubleshooting your issue. Please contact our Support department with more details regarding your issue, such as which of your accounts is affected, which files have been changed, and any impact experienced by your website.

Consumer Response:
Complaint: ********

I am rejecting this response because:

This is a process issue. Having your tech support follow canned scripts while a website is down and costing a business money for every minute that is down is unacceptable. My issue was finally resolved after many hours of dealing with your support staff. 

I basically had to rant and rave before they finally got someone smart enough to actually admit that there was a problem with the server and fix the problem. 

Sincerely,

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

4/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My website has been down several times in the last few weeks. The hosting provider (www.bluehost.com) has terrible customer service and has been unable to put a concerted effort to resolve the problem. It is frustrating and time consuming to chat with internet service agents who do not have any informaiton on why the website is down and what is being to resolve the issue. Not only that, they even don't seem to know how often my website has been down. They have not taken the recurrence of issues on my website seriously at all and have taken no preventive actions so problems do not keep recurring.

Desired Settlement: Please ensure my service is not interrupted again. I understand that shared server is not entirely controllable by you, but you can take proactive steps so that my website is not interrupted so many times every week. If you cannot provide a credible solution, please refund the entire amount.

Business Response:

Hello,

We regret any inconvenience you may have experienced due to downtime on your shared server.

Unfortunately, downtime does occasionally occur in our environment. Our server administrators respond as quickly as possible when downtime, or an issue that could lead to downtime, is detected. However, it is not always possible to resolve the issue before a server goes offline. We make every effort to ensure that any downtime is as short as possible and the servers are returned to active status quickly.

In recognition of the inconvenience you've experienced, we have added an additional month of hosting services to your account at no cost to you.

4/6/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for website hosting at the advertised rate of $2.95 per month. However, once I submitted my credit card information, I was charged $200 for extra services that I did not anticipate. There was no total prior to my authorization and I had NO idea that I would have to pay for the various services that were later included. The charged amount depleted my checking account.

Desired Settlement: I think their website is fraudulent and misleading. There should be at a minimum a total of what you will be charged, instead of the advertised 2.95 per month. In addition, the payment terms should be consistent - if you are going to be paying an annual fee, then that should be made clear.

Business Response: Hello,

We regret any confusion you may have experienced while creating a Bluehost account. All hosting packages are billed in full at the time of signup. While we do suggest certain addon services to accompany your new hosting package, the opportunity is there for you to uncheck the box for any services that you do not wish to purchase.

We see that you have cancelled your account and received a full refund. We acknowledge your dissatisfaction and regret that we were unable to serve your needs.

4/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed on with Blue Host in accordance with their 30 day policies and price. The cost according to their fees and domain registration fees were suppose to be less then $20; I was not able to afford nor did I have in my visa account more $20,so there is no way I would have agreed to a larger amount. There was no invoice specifying what my card would be charged. Days latter it was revealed that I was over $35 overdrawn, plus $37 NSF fees. When I found my bluehost invoice I found out that my card had been charged $62 for two separate reasons: reason 1 They charged me for services I did not sign up for (check boxes) I was charged for, which ammounted to about half the total. The second factor in the false charges, was that I was charged for an entire year, which I did not agree to; I agreed to a monthly charge and there was no invoice stating that I would be charged an entire year. I have spent hours on the phone with countless people with bluehost with no progress. I changed hosting accounts, but was not able to change domain. Blue Host did not refund any of the money and destroyed my website. They claim that I canceled account and as such I agreed to destroying my website; I specified in an email that I did not agree to this and reminded them that by force I have still been charged for domain registration. I strongly believe that this company is the business of deception, false advertising, lying, and cheating.

Desired Settlement: Restoration of destroyed website, without my agreement and specification that I did not agree to this full refund of $62, minimal compensation for the costs, wasted time, and stress I have suffered.

Business Response: Dear Ms. ******,

We regret any confusion you may have experienced while creating a Bluehost account. All hosting packages are billed in full at the time of signup. While your per-month charge was only $2.95, by selecting a 1 year term, you were billed for that year, a total of $35.40. While we do suggest certain addon services to accompany your new hosting package, the opportunity is there for you to uncheck the box for any services that you do not wish to purchase. Your account records indicate that you took this opportunity, as the Search Engine Jumpstart service that was billed is not one of the default suggestions, and you were not charged for two of the three default suggestions. Therefore, we can conclude that you did review the checked boxes and the services that were checked (Domain Privacy and Search Engine Jumpstart) were checked intentionally.

It is stated in both our Terms of Service and on our website that domain registrations are nonrefundable after 3 days. Since you did not contact us until 6 days after signup, the domain registration for *********************** is nonrefundable. However, the domain remains yours and can be pointed to an alternate hosting provider, and (after 60 days) can be transferred to a new registrar of your choice. Please also note that the non-refundability of domain registrations is standard throughout the industry.

Finally, when you contacted us to request a refund, you were sent the account cancellation form which explains that upon cancellation, your files will be deleted. The form advises you to make sure that you have a backup of your files before cancellation proceeds. We are under no obligation to retain your files once you cancel the hosting account, as you are no longer paying for that service.

Of the original $62.27 you were charged, you have already been refunded $38.40. We are now refunding an additional $11.88 for the domain privacy service as a courtesy. The remaining amount of $11.99 is the fee for the *********************** domain registration and as mentioned above, can no longer be refunded.

Please allow 5-7 business days for the additional refund to post to your credit card statement.

4/1/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: First, this website put the service selecting box very hard to find and they never show the total price for your purchase. In my case, I thought I was going to pay only web host fee for around $50 but showed in the end more than $90. I suggest all customers get away from this company. Second, I immediately (second day morning) request a refund after the terrible shopping experience. However, they only refund me part of my expense and hold the price for some service I never purchased. It was not 12 hours since they charged my credit card.

Desired Settlement: Apology and refund total amount.

Business Response:

Hello,

We regret any inconvenience you may have experienced with our cancellation process. Of your original purchase of $93.28, only $10.00 has not already been refunded. We have now also refunded that $10.00 to you. Please allow 5-7 business days for the refund to appear on your credit card statement.

4/1/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I decided I did not wish to continue hosting my webpage (*************************) and decided not to renew anything. I chengd everything to "do not renew". I go a reciept less than an hour ago stating a charge of $59.88 sir search engine. I talked to 2 people who gave me the run around telling me the invoice is invalid since it was not done through PayPal then telling me my password expired. I want my money returned! The invoice number is #********

Desired Settlement: I want a refund for a service I dot not want on a website that has expired.

Business Response:

Dear Ms. ******,

We regret any inconvenience that you may have experienced with the renewal of the SEO service. 

The SEO service is independent of the hosting service that you set to expire in January and can still renew even if your hosting has expired. We have now set this service to no longer renew and have refunded the $59.88 renewal charge. Please allow 5 business days for the refund to appear on your credit card statement.

Please feel free to contact us again if you have any questions.

3/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company BlueHost and/or Hostmonster advertises WordPress websites with a software program Mojo Market Place for installation of the WordPress website. I spoke to the Terms and Conditions Department about the availability of technical assistance for installation of the WordPress website (copy attached) and the Terms and Conditions department told me YES the company would install the WordPress site if I needed assistance. The Mojo Marketplace WordPress installation program does not work, and after purchasing a new domain name for a lot of money I contacted the Technical Support Department for Installation of the WordPress site. The response from Technical Support is that they do not provide installation contrary to waht the Terms and Conditions department told me before I purchased a new Domain Name. I want this company to install the WordPress site to my satisfaction based on their promise and their advertising.

Desired Settlement: I want this company to install the WordPress site to my satisfaction based on their promise and their advertising.

Business Response: Hello,

We regret any misunderstanding that may have occurred regarding Wordpress installation.

We have reviewed your chats with our various staff members. Unfortunately, the support tech that informed you that we manually install Wordpress for customers was incorrect. Our Wordpress installations are offered using the QuickInstall tool, and as you were informed, currently only function on the shared hosting platform. We do not advertise manual Wordpress installations.

We can also see that despite your statements that you were not a current customer, you have had an account with us for some time, and that account is a VPS account (for which automatic installation is not available, and for which you are responsible for administration). Had you accurately informed us of your situation, any confusion or misstatement may have been avoided.

Nevertheless, due to the incorrect statement by our support staff member, we have made an exception and performed a manual installation of the default Wordpress files to the ******************** folder on your account.

Since the domain ******************** is not currently pointed at our server, the Wordpress installation has been configured to use *************************************************** as its URL. You will need to change this URL to ******************** once you point the domain to our server. This can be done from within the Wordpress dashboard or by following the steps in this helpdesk article: https://my.bluehost.com/hosting/help/wordpressurl

You can reach the Wordpress dashboard for this new installation at ****************************************************************

Your access credentials are:
Username: *****
Password: ******************

Should you require any additional assistance with your account, please feel free to contact our Technical Support team. Please note, however, that future assistance will be provided within the limits of the standard scope of support for VPS accounts.

3/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bluehost had a bug in there system that casued my client website to go offline. They said was fixed 3 TIMES, and each day I woke up, the website was offline. This forced me to re-evaluate the level service received, as I can't provide that kind of service to my clients. This ended up costing me this client, so I switched hosting providers. I purchased an SSL certificate through bluehost for my main domain name, and I wanted to transfer that SSL to my new hosting provider. My new hosting provider gave me the CSR request to provide to Bluehost, and I relayed that information. They lost my ticket 3 times!!! If I didn't call back, I wouldn't have heard from them. In addition, I called dedicated support, as I had a higher end server, and they informed me they were going to have someone call me back the following day to confirm the process. However, I received no call - I ended up calling back 5 days later, and then they say the ticket was LOST AGAIN!!!!! In addition, they told me to contact Comodo directly to resolve, and then Comodo said I need to contact Bluehost.. This has caused MAJOR issues, as my payment gateway is not available, because my website is not PCI compliant without an SSL cert. I wish I could attach the email I had so you can see how they aren't knowledgeable they are in their field of 'expertise'.

Desired Settlement: My SSL cert was only active for a couple days before I decided to migrate due to downtime issues that they COULD NOT RESOLVE, OR PROVIDE AN ANSWER OF WHAT HAPPENED. THIS COST ME BUSINESS!!!! I want a refund and to never hear of bluehost again. I'm furious.

Business Response: Mr. *****,

We have reviewed your account and regret any frustration you may have experienced.  in the interests of mediation Bluehost has refunded your SSL certificate. Please note Bluehost intends for this to be a good faith gesture and it should not be intrepetted as any form of compensation.

3/22/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told multiple times pre and post sale that my Cloud Business Pro hosting account included a "Wild Card" SSL certificate. However when I went to install the SSL certificates there were additional charges. I wrote customer service multiple times and received no response for almost 2 weeks. When I did hear back from them I was simply told they would not honor the offer. Below is a direct transcript of an online chat I had with one of their customer service agents. (Chat ID: *******). Chat ID: *******. Question: Provider: Bluehost - My Domain is: "************" I believe an SSL certificate came with my hosting account. Can I install that on the main domain to be used by all domains on subdirectories? 5:02:01pmNishtmitha Hello, thank you for contacting support. I apologize for the wait time. Your patience is greatly appreciated. 5:02:27pmNishtmitha Could I get the last 4 characters of the cPanel password to verify ownership of the account? 5:03:03pm**** ***** **** 5:04:22pmNishtmitha Thank you for validating. 5:05:26pm**** ***** I have a cloud business Pro server account and I need to know if I can secure my entire server if i install the SSL certificate on the main domain 5:06:03pm**** ***** it should also secure accounts on sub domains right? 5:07:25pmNishtmitha Yes, you will be having one free SSL and you would need to gotk below link , select a email address then add it to cart from where you can purchase it 5:07:27pmNishtmitha https://my.bluehost.com/hosting/ssl_certs 5:08:35pm**** ***** So I am correct in assuming if I install it on my main domain ************ it will work for domians in sub-folders? 5:10:20pmNishtmitha Yes, it its a wildcard SSL 5:10:48pm**** ***** OK Thank You

Desired Settlement: I wish that my SSL package be upgraded to the " Wildcard SSL " that was promised as part of my premium Business Pro Account both pre and post sale. I would also suggest that their website be changed from the vague reference of "included SSL Certificate" to describe exactly which SSL certificate is included.

Business Response: Hello,

We regret any misunderstanding that you may have experienced regarding the SSL certificate included with your hosting package.

The chat session that you included with your complaint took place on February 18, a week after you had purchased your account. While it is true that the chat agent mistakenly says that your account included a wildcard SSL, you were also told via email response on the same day (Ticket *************) that your package did NOT include a Wildcard SSL. While we apologize for the conflicting answers, we do not believe that the error in the chat agent's response would create a case where it could be reasonably concluded that you were promised a Wildcard SSL, especially given the contradictory response from the email agent. Further, it is plain from the SSL certificate page in the account control panel which type of certificate is free.

Based on all currently available information, we do not believe that a free Wildcard SSL certificate is warranted at this time. However, we note that the complaint also states that a Wildcard SSL was promised pre-sale, although a record of this statement was not included with the complaint. If documentation of this promise can be provided and verified, we will honor it.

3/15/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: i am being billed for service I did not order and am unable to get assistance from their customer service professionals.

Desired Settlement: refund of all charges from my account and removal of all personal information including credit card details

Business Response: Ms. *****,

The services that re-newed are independent of your hosting which is why they were not canceled when you canceled your hosting account. Please note you were able to log into your and set these products to expire at any time.

However as good faith gesture Bluehost has issued a refund for both Services that re-newed. Please allow for 7-10 business days for this refund to appear in your account.

Consumer Response:
Complaint: ********

I am rejecting this response because: They did not refund the intital $62 charge AND they did not indicate whether or not all services are now cancelled and my account and financial information has been removed. I will unable to log in to verify myself today.

Sincerely,

***** *****

Business Response:

Hello,

The computer IP address recorded during account signup and the IP address recorded from your chat to our Billing department requesting cancellation are identical. We can therefore reasonably conclude that you were responsible for the hosting account signup.

You are unfortunately ineligible for a full refund of the $62.27 paid at account creation. Your account was opened on February 26, 2015 and cancelled on January 8, 2016 (nearly a year later). Since your account was open for over 30 days, you are not eligible for a full refund of hosting fees paid. Additionally, Search Engine Jumpstart and SiteLock Domain Security (which were purchased during account signup) are non-refundable services. Therefore, pursuant to our cancellation policy, you were issued a pro-rated refund for the remaining unused hosting time remaining on your account - $3.16 for 1.62 months of Web Hosting @$1.95/mo.

As mentioned in our previous reply, cancellation of the hosting services did not affect the Search Engine Jumpstart and SiteLock Domain Security service renewals. However, we have now cancelled those services and refunded the renewal fees.

All services have now been cancelled and your credit card information has been removed from the account.

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.

Sincerely,

***** *****

3/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Blue Host contacted me on Monday about a switching to their business service due to the volume of work I had them handling. As part of this process there needed to be a migration of my business internet services to a cloud server. I was asked weather I wanted this to happen immediately or at night as there would be a 1-2 hour period where my internet services would not be available. Of course because I need these services for my business I instructed them to do it in the evening. That was Monday February 22nd. I got to work the next day and my internet service was still not working. It is now 10 AM EST on Wednesday February 24th and I still have no service. I have been on the phone with their customer service 6+ and each time I was not given a solution. In the mean time I am loosing money every minute of the business day because my internet service is intricate for this.

Desired Settlement: I need my internet service restored and I need to be compensated accordingly for my loss of revenue due to their incompentency. They have to understand that business rely very heavily on internet service and to not have the ability to restore this ASAP is irresponsible and they need to compensate accordingly.

Business Response:

Hello,

We regret any inconvenience you may have encountered due to your Cloud migration. As you were informed, downtime is expected during the migration process. Unfortunately, a system error occurred during your migration that prevented normal completion of the process and caused extended downtime. The problem has been corrected, and we have also reviewed your account to ensure that all migration tasks have now completed successfully. As of the time of this message, your sites should be fully operational.

As a good faith gesture to resolve this issue, and in recognition of the difficulties you have faced, we have credited your account with one additional month of hosting services at no cost to you.

Please feel free to contact us if you have any questions or require additional assistance.

3/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a web-hosting and email service through HostClear.com, a sister company of JustHost. My email has not worked in 10 days and no one has responded to my support ticket. I have called twice, email twice, and tried to chat on several occasions. They company states that they provide 24/7 chat and telephone support. However, I have tried to chat and call someone at 1:00 a.m. and no one was available. After holding for so long, I hung up on the telephone, as I read where one person held for 5 hours. I have a counseling business and use my email as my primary contact. They have informed me that their server is having issues and it should be working in hours. Yet, I never hear back and it is still not working. It has been almost 10 days and they are still not able to repair my email. If they can't fix my email within the next 5 days, I will ask for a refund and go elsewhere for my hosting. For now, I am only requesting that the email issue be resolved. Thanks

Business Response: Hello,

Please understand that HostClear, while also owned by our parent organization, is not under our direct control. However, we have been in contact with HostClear on the customer's behalf. Here is the response that they have provided to us:
-----
Good Afternoon,

We'd like to start by offering our apologies for the trouble accessing the e-mail account and receiving support on the matter. Although we do still continue to offer 24/7 support, our wait times, especially overnight, have been backed up recently. Our management is definitely aware that the wait times are not what they should be and have ramped up hiring efforts in order to bring down response times across phones, chats and support tickets as quickly as possible.

In regards to the issue at hand, we have been in contact with Ms. ******** to go over the cause of the issue and to confirm that all is well. We've since received a response that all appears to be working at this time, however we have also made sure she is connected with our management in case we can ever help to escalate any urgent matters.

We offer our apologies once more for the delay in helping to resolve the issue and if we can ever offer some escalated assistance, we ask that Ms. ******** please replies back to our recent contact for more immediate 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 is satisfactory to me.

Sincerely,

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

3/2/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted Bluehost on February 16th to resolve issues I was having with the FTP for my website. I worked via online chat with a tech that evening to resolve the issues. I discovered last night on February 17th that the tech had deleted all of my email accounts and the information contained in them like emails and contacts. These email accounts are used for business, as well as my online accounts for banking, ebay, etc.. I contacted Bluehost via both online chat and email. I never received any contact via the online chat. The email response I received did not even address my concerns, it was simply to sell me a new product. They still have not addressed the problem and I do not have my primary email address.

Desired Settlement: I would like Bluehost to relinquish my domain name *********************** so that I may transfer it to another service. I also would like them to refund me for the money I paid towards hosting and domain fees.

Business Response: Dear Mr. *******,

We regret any inconvenience you may have experienced due to the error regarding your email accounts. We have reviewed your account and believe that we have been able to restore your missing email accounts. Please review your account and contact us again if you find anything that continues to be missing and/or non-functional.

Should you still wish to cancel your account, you may do so by contacting our Billing department.

2/27/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: There are 2 websites I will refer to in this complaint. To simplify the communication, I will refer to them as Website A and Website B 1/28/16 • I spoke with Travis (sales) regarding Bluehost's website transfer service. I was told for $149.99 I could transfer Website A regardless of what platform it was built on and for the same fee I could transfer up to 4 more websites • I purchased website transfer service and paid $149.99 • I began the process of transferring Website A by entering the information in the form • I decided to add Website B (why not, it was free and it would be tidy to have both in same place) • I didn't see anyplace to add Website B's domain information so I began the process again and entered Website B's information. When I was done, I completed the form and received and email stating the migration was in process. • I received confirmation migration was complete, but only saw Website B in the panel. Given Website A was a much larger website, I figured it may take a few days (this was Friday and they are closed on the weekend). 2/1/26 • I checked my panel and still did not see Website A • I sent an email (or maybe even resubmitted the information, I can't recall this detail) • I received a response informing me the migration was complete and in order to transfer Website B I would have to pay $149.99 again After many emails and phone calls here is what I discovered: • The platform Website A was built in was not compatible with their platform so they could not make the transfer. Transferring Website A was the motivation for the purchase. Website B was a toss-in, but I never would have spent the money to move it (it has a "Coming Soon" page up) • In order to qualify for "Up to 5 websites migrated for $149.99" they all needed to be transferred from the same hosting service. I wasn't informed of this when I spoke to Travis, but in fairness to him, I was only considering moving 1 website at the time. During the submission process, it wasn't clear all the websites being transferred must be from the same host or there would be another $149.99 fee. Had this been obvious, I would not have tried to process the order for Website B. Resolution offered The migration team offered a 50% refund for the service because they went through the effort to transfer Website B. If I accepted this refund, they would remove Website B. To remove the website means they had to spend more time on the project and I am still paying for something I never wanted to begin with. I can see this being a viable solution only if they offered to keep Website B up - then we both benefit - they would not have to spend any more time on this case and I would have at least received something for my money. Why I am disputing this The purchased was motivated by the information I received about moving Website A. I asked if the platform mattered and was told it did not. It was also not clear the websites needed to originate from the same location. If either one of these pieces of information was communicated to me, I would not have proceeded.. Consequently, I emailed Travis and he told me he wasn't aware the platform could be incompatible (if he told me this on our original call, none of this would have happened). If someone would like a copy of this email, I can supply it. Website B was a throw in - only added because it was a free.

Desired Settlement: Since I was given incorrect information at the time of the sale, the only acceptable solution would be a full refund ($149.99). While they may still have the files on their platform for Website B, I am not using their service. They can remove this information from their server. Since I have other websites hosted with them (and the names are not listed in this public document), I would like them to confirm with me which website they are removing prior to acting on this.

Business Response: Mrs. ****,

We have reviewed the account and we do show there was some communications. We do show that our Website transfer team did successfully transfer the website you mistakenly submitted to your account and completed their work however, as a good faith gesture, we have refunded the full purchase amount of $149.99 to the payment method used. Please allow for 7-10 business days for the refund to appear.

We regret any frustration you may have experienced during this process. We appreciate our business relationship with you and look forward to continuing to work with you.

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.

Sincerely,

***** ****

2/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been with BlueHost for about 4 years. Yesterday(Feb, 6th) I was following-up on advice received from a BlueHost employee to add a dedicated IP to my hosting account. I purchased the dedicated IP and noticed that something weird was happening so I called into support to verify that everything was operating smoothly. I reached a sales representative and explained to him that I had purchased a dedicated IP and wanted to check and ensure that the server is functioning properly. From there he proceeded to tell me that I was wasting my time on a dedicated IP for the kind of hosting package that I currently had(plus package). I went on to explain to him that I had noticed a decline in BlueHost hosting service as well as the customer support provided to its account holders. I told him that is why I haven't upgraded to a new package with them as I was paid through June of this year and was considering changing hosting companies or finding a better solution that fits my needs. The customer support representative suggested that we upgrade me to the business class hosting for the remainder of my term and that he wanted me to experience a better level of service that BlueHost can provide. I agreed. He refunded my purchase for the dedicated IP address and proceeded to upgrade my plan. He also ensured after several rounds of questioning that I would not have any downtime or breach of service. He said that he scheduled the migration for 12:00 Midnight and that when I wake in the morning the migration will be complete. I was very pleased to have finally experienced a positive customer service exchange with a BlueHost employee. Right before we ended the call my cpanel sent me a notification that my hosting had been terminated immediately. I asked the representative about the alert and he said that it was normal and ensured me once again that the migration will happen overnight and it will not result in any downtime. We ended the call and to be sure I started checking some of the websites on my account. They were all down, every single one of them. I immediately called back into customer support and asked to speak with a manager. The support member asked me what was wrong, I explained the scenario and he proceeded to tell me that the migration had started and there is nothing that a manager can do to help me. He was very rude and non-empathetic to my needs. I explained to him that the migration was to take place at midnight and he said that there must have been an error that the migration had started. The call ended and being unsatisfied with the outcome I called back again, explained the scenario and requested to speak to a manager. This time I got through to the manager and he verified that the migration had started as a result of a clerical error, but should be complete with in 4 to 6 hours. He said that migration is running smoothly and can see the migration taking place on his end of the server. All of this occurred around 2:30pm est. Fast forward to 7:00pm est. I start checking the websites to see if any of the websites are coming back online. I notice that they are all still down. I realize that it has been about 5 hours and was told that this would most likely be done within 6 hours. So I give it some more time and check again closer to the quoted 6 hour mark and the websites are still not online. Back to customer support. After waiting another 40 minutes to get to a tech, I finally get to a representative and request to be transferred to a manager. The representative requested details of my case and I obliged, he then forwarded me to the manager. The manager answered the phone and we went through the all of the websites. Right at this moment I receive an email stating that the migration has started. This was confusing as I was told that the migration started at 2:30eastern. I mentioned this to the manager and he said that the email was correct and that the migration did not start until 5:30mountain time. We are on the phone for sometime trying to troubleshoot the problem and the websites started to comeback online. Not the actual web pages but the urls were returning 500 errors when attempting to load any url. The manager said that this means that the migration is done and that the websites should be finishing propagating. I was very pleased. He said that some of the websites are having some troubles because several of the DNS records are pointed to CloudFlare. He advised me to go to CloudFlare and update all of the IP addresses to the new IP address for my server. I did what he requested and he walked me through changing the IP address. All the while he was telling me that he could see some of he websites loading on the internet and that several of them were live. I tried to look-up those websites to verify and I could not see them. He advised me that it was normally because of the way propagation works. He then ensured me that I could go to sleep knowing that all of the websites would be 100% live in the morning when I wake up the next morning. The next morning comes and I decide to check the websites around 8:30 am and to my disappointment none of the websites were online. Back to customer support. 40 minutes later I get ahold of a nice tech support gentleman and he stays on the phone with me to troubleshoot the problems. After 3.5 hours he decides that he needs to submit a support ticket... So it took over 5 phone calls several different answers from several different techs. An we are now just starting a support ticket? I believe that I have been lied to by several of the techs that claim that my websites are live when they are not. BlueHost doesn't offer status updates on tickets submitted. Especially on tickets that involve prolonged downtime. So I am writing this complaint while sitting on hold again to get a status update for my problem. I wonder what answer I will get this time? I wonder what lie I will be told this time? I believe that this is gross negligence and irresponsible corporate stewardship. Why is this so important? I run a small business that helps local small business owners get online and improve their ranking in the search engines. I only have about 10-15 total small business websites live on my account. So we aren't talking about Amazon sized websites. Which by the way, I was told when I purchased my plus hosting package 4 years ago my server could support countless websites(but that is another issue). As a result of these errors, all of my customers are currently without a website and possibly losing money. I am unable to reach my development server and finish projects that are due on Monday. The possibility of me losing clients is very-high. The downtime may negatively effect the website rankings. I was guaranteed no downtime. I have been lied to or deceived I have spent 8 of the last 24 hours on the phone with a representative. This is how I feed my family and this situation is threatening my livelihood. I am very upset with this situation, to say the least. Put yourself in my shoe's and tell me what would you do? Find another hosting company?

Desired Settlement: I want all of my websites to be live and hosted while I look for a hosting alternative. Some type of compensation needs to be cons

Business Response:

We regret our services were not satisfactory to you. We try very hard to meet or exceed customer expectations. However we realize that that does not occur in every case and that in this instance your expectations indeed were not met. Please accept our apologies for failing to meet your expectations.

We have reviewed your account and note that your migration began on 02/06/16 05:27pm MST instead of the scheduled time as the result of human error. At this time as a gesture of good faith you were provided with three months of hosting at no cost to you. We show your migration completed on 02/06/16 07:02pm. After the migration completed there was then a propagation time after your IP address changed to a dedicated IP. After the standard propagation period it was discovered that some of your sites were utilizing a third party service "CloudFlare" and you had not yet updated your IP address with this third party resulting in the websites inability to display. Once this was updated and propagation on Cloudflare's end completed the website should have been up and working.

At this time it appears the majority of your domains have moved to an alternate hosting provider where we have no control over the websites and the websites remaining with Bluehost appear to be functional. As the websites are now hosted elsewhere, we are no longer able to verify or troubleshoot the issue you are describing. We believe the extension on three months to your hosting account is an adequate gesture of goodwill to resolve your complaint.


2/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received an email form Bluehost who I've been with over 8 years that my SSL certificate on my reseller account would be expiring soon. I initiated a chat with support on 2/15/16 that I do not use the domain and don't need it. Cancel the renewal. I don't want to be charged. I was assured not to worry - the matter was taken care of. Next day I am charged abruptly for $149 I chat again to be told that "since I canceled and did not let expire the SSL" I have to be charged. I speak with a supervisor who agrees and understands my frustration but tells me there is nothing to be done. Billing will not refund me. Why the **** NOT? Because they won't. She offers me one month of free hosting on my reseller's account which is $25. This is FRAUD.

Desired Settlement: Refund of $149 AND a honest explanation of why they are not refunding a charge they obviously know is not correct. I've been with them for 8 years (I used to have 3 but now just 2 accounts) and have never experienced anything like this. It's ridiculous, absurd, and shocking.

Business Response: Mr. **,

We have reviewed your account and we show on 02/18/16 a refund for you SSL Certificate was issued. We regret the delay in issuing the refund it appears the account needed to be reviewed and the facts of the situation verified prior to issuing the requested refund.

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.

Sincerely,

**** **

2/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Friday, February 5, 2016 I ordered a basic hosting package. NOWHERE on their site did it tell me that 3 years worth of hosting would be paid for immediately. Upon learning this 10 minutes after purchasing, I attempted to stop the payment from going through by speaking with someone in their online chat session. After a 38 minute wait (and being told it would be 5 minutes), I spoke with a person who told me that she canceled the account and that I had done all that I needed to do. I was told that a refund would appear in my bank account within 24 hours. I specifically asked if those were business hours or clock hours and was told clock hours. Lo and behold, no refund in my bank account! I spoke with Dallen at BlueHost today and was told that they never received this request to cancel my account. He sent me a link to do so, however, I was then informed that it would be over a week's wait for a refund. Meanwhile, my mortgage is due today and there's not enough money to pay it. I plan on billing BlueHost for any fees associated with their incompetence.

Business Response: We regret the difficulties you have experienced. During the sign up process you are required to select a package. The package you selected was, "Basic 36 Month Price - $3.95/mo." We do show that you opened a chat and requested your account to be canceled on 02/05/2016 during which time your domain registration was cancelled, a refund for the domain was issued,  and a Cancellation form was sent to the email address we have on file for you. We are unable to determine why the cancellation form was not received however your account notes indicates you contacted us again on 02/08/2016 stating you had not received it at which time the form was sent again. Once the form was sent our agent promptly completed the cancellation process and a full refund was issued on 02/08/20016. Please allow for 5-7 business days for your full refund to appear in your account.

2/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is the worst hosting reliability and customer service I have ever experienced in my life. I pay a premium for a VPS through Bluehost over other hosting providers so that I can have 24/7 access to support if needed. Apparently I've been paying that premium for nothing because Bluehost's customer support is terrible! My server first went down back in November for 3 WHOLE DAYS. I was told when I first called during the first day of downtime that the technicians were working on a fix and the server would be back up soon. When the server didn't come back up, I spent a lot of time talking to Live Chat agents as well as hours on multiple phone calls with customer support because I wasn't getting any straight answers. Eventually, one of the agents suggested I send an email to their supervisors. I sent a long, detailed email explaining my situation and the experience I'd just had dealing with their support team but received a generic 3 sentence email asking for my primary domain and the last 4 digits of my password. I provided that information and never received a response! 3 days later, I found out that Bluehost had restored a snapshot from the night before the outage and lost all the work one of my developers had done. I sent another email saying "hey, I never heard back from you" but the response was from a different support rep that just said "I apologize for the delay, our techs are working around the clock". My server went down again in the beginning of December due to the same SAN issues that were plaguing the data center back in November. I sent another email to their supervisor and yet again received no response. When I called, the phone support just said they couldn't help and to send an email to the supervisors which obviously accomplishes nothing. My server went down again yesterday morning and is still down as I write this. Support says it is the same issues plaguing the data center that caused the down time back in November and say they can't offer an ETA of when it will be fixed.

Desired Settlement: I would like to be compensated for my hosting costs.

Business Response:

Hello,

We regret any inconvenience that you may have experienced with your Bluehost VPS account. As mentioned to you by our technical support team, your VPS server required a reboot. As of the time of this reply, it appears that this reboot has been performed and your site is again operational.

While Bluehost is not responsible for losses due to downtime, as a good faith effort to resolve this issue we have added one additional month of hosting time to your account at no cost to you.

2/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased Bluehost hosting and six domains over the past year, spending over $100 with the company. I requested two weeks ago to have the primary domain switched on my account. I got through to tech support, who messed up my cPanel because all my websites now direct to different addresses. I called the following days but couldn't get through to anyone. So I sent four different emails to Bluehost last week, explaining my situation. I got one reply but never had the situation fixed. So I purchased a competitor's hosting plans and now need to have my domains released. But tech support will not help me. They also won't solve my cPanel issues. Not only can I not use my ******* hosting account, but my domain names on Bluehost all point to the wrong address. So they are virtually worthless right now. Bluehost is essentially a scam. They have taken my money and I can't even buy my domains through *******, because Bluehost has control of them. This business needs to be penalized for treating paid customers this way. They cannot promise tech support to new customers and then not provide these services.

Desired Settlement: I would like to have my domain names released from Bluehost so I can never do business with this company again.

Business Response: Hello,

As one of the steps in the renaming of your hosting account, you were asked to read this helpdesk article: https://my.bluehost.com/hosting/help/345 and respond indicating that you understood and agreed to the steps there. You indicated your agreement in an email response on January 25, 2016 and the renaming was processed.

The next day, you emailed in asking "Thank you for your help. But ****************** is currently forwarding to ********************. Is this just a temporary issue that will go away?"

This is the exact situation described in steps 4 and 5 of the helpdesk article that you claimed you had read, and it also states in that article that it is your responsibility to correct the situation. Thus, if these sites continue to point to the wrong locations, it is a result of your failure to move the files as needed after the account rename.

Additionally, all of the domains associated with your account are available for you to manage. You simply need to log in to your account to make the necessary changes. If you do not know how to make the necessary changes, please check our knowledgebase and/or contact our support department. You are also free to transfer the registrations to a new provider, but only if 60 days has passed since the domain was initially purchased. This is a standard waiting period for all domain registrars.

There appears to be no issue with your account at this time that is the result of any error or neglect on our part. The account is fully accessible and you can address all of the issues reported in this complaint through your control panel.

Consumer Response:  I was sent that document well after days of being confused why my sites were being sent to the wrong direction. So although that is an oversight on my part, it still shows the type of customer service BlueHost has. I spent 45 minutes on hold, just to be put on hold for 45 more minutes. I never got through to anyone at the end of that wait. You cannot promise something at a business transaction and not follow through. I bought from BlueHost with the assumption I would receive tech support which I never had access too. 


And although I accept responsibility for the oversight, I find it childish none of your customer support team responded to the four emails I wrote afterward. I was still clearly confused about why this was happening. It would have taken 15 seconds for a human being to point that out, which is what customer service is typically responsible for. 

And finally, ******* told me it wouldn't be a problem for my current host to release me from the 60-day wait period. This shows BlueHost does not go beyond the bare minimum to help their customers. This is a failed business. 


Complaint: ********

I am rejecting this response because:

Sincerely,

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

2/12/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid for a website domain transfer, it was about $15. It included a transfer, and a renewal of the ownership of the domain. However, the transfer is unable to complete. After two attempts at contacting support, and more than 3 hours online troubleshooting with agents that barely acknowledged my problem or request I was unable to secure a refund for services that were not rendered to me, however had been collected on.

Desired Settlement: The domain transfer and renewal on my account, ***************, needs to be refunded as the service cannot be provided.

Business Response: Hello,

Our records indicate that a refund for the failed transfer was issued on Feb 1, 2016. If this refund has not yet appeared on your credit card statement, please contact our Billing department for additional assistance.

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.

Sincerely,
**** ********

2/10/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Where do I start? Okay, Blue Host keeps giving me coupons in my shopping cart when I renew a domain. I don't ask for them, I have no code to enter, They JUST PUT THEM THERE.. The coupon is 15.99 for a domain renewal. Which is GREAT EXCEPT,, Then the next time I go to renew my reseller hosting account they want the money back for the $15.99 and now they not only want the money back because " they didn't mean to give me a coupon", but, they are charging me a redemption fee of $70 just to get my domain back because it expired now because they refuse to honor the coupon that they put into my cart and reduced the balance at the time.. ITS THE STUPIDEST THING I HAVE EVER SEEN.. Then when you get on the chat with billing help, They say they can't help me unless I am using Firefox for my browser because they do not support safari for their billing.. REALLY?? You are HOSTING WEBSITES and the second LARGEST SEARCH ENGINE IN THE WORLD IS NOT SUPPORTED so THEY BILL ME Back the 15.99 and Bill me a redemption charge holding my domains hostage to RESELL them if I don't pay the out ragious fee.

Desired Settlement: THEY should HONOR the COUPONS they put into peoples carts. THEY should NOT charge me a fee for redemption when it is THEIR SYSTEM ***** up and THEY SHOULD UPDATE their Billing System so it works correctly on Safari. UNREAL

Business Response: Hello,

We regret any inconvenience you may have experienced with your Bluehost Reseller account. As of November 20, 2014, Bluehost no longer actively supports Reseller hosting. You are welcome to continue to host your account and/or domains with us, but there will be no further feature updates or bug fixes. We strongly recommend ResellerClub (http://www.resellerclub.com/) as a replacement service for your reseller account.

While we make every effort to make the domain renewal process as efficient as possible for our customers, it is ultimately the customer's responsibility to ensure that a domain is renewed. Please be advised that going forward, we will offer no additional credits or waived fees for any renewal issues. Also, as you are aware of the bug related to domain renewals on reseller accounts, you will be expected to reimburse Bluehost for any improperly issued domain registration coupons on your account.

With regard to the domain ************************, as a one-time courtesy we will waive all renewal and redemption fees and renew this domain for you for one additional year.

Consumer Response:
Complaint: ********

I am rejecting this response because:


Please see attached bill that I just looked into the shopping cart. You stated in your answer "I had wrongfully used the coupon codes"  WELL, HERE THEY ARE AGAIN!! 

You state You stopped servicing people with reseller accounts Nov 2014, HOWEVER, YOU have no problem taking my money every month for over a year later and never at any time did you send out notice that the services I signed up for were going to turn to crap because you want me to join another one of your clubs. 

In the attached document, You will see a photo of my shopping cart as it stands right this minute. I see you added another coupon code of -15.99 which I am sure you will want your money back for later. Is that my fault ? 
NO, ITS YOUR ****** UP SYSTEM. NOT my fault. 

Then you will see a redemption fee for 70 dollars still on the domain. Not waived as you previously stated. 

Then You see another fee for ****************** domain where I used a coupon code that you guys gave me and YOU PUT into my shopping cart ( NOT ME, YOUR SYSTEM, SO I AM NOT MISUSING COUPONS.. IF YOU DONT WANT PEOPLE TO USE THEM THEN STOP BEING IDIOTS AND PUTTING THEM IN MY CART)  There you will find a 15.99 charge for that domain you want your money back for because you guys ******* up. AGAIN.. 

This is ridiculous! If you do not want to service reseller accounts then don't offer them and take people's money. 
If you don't want to honor the coupons you give to people, automatically in their shopping carts, THEN DONT GIVE THEM TO PEOPLE. 
If you ***** up because YOUR TOO LAZY TO FIX YOUR OWN BILLING SYSTEM,, THEN YOU EAT THE LOSS.. ITs called Ethical Business something I am finding to be very lax at BLUE HOST. 


See attached .. UGH



 Sincerely,

**** *****

2/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased a web hosting account with this company for a number of years. Under their hostmonster.com company name. Every year when it comes time to renew. They disable my account about 1 month before the end date and they say that we are using too many resources. The only way to re enable the account is to delete database table thus destroying our website or upgrading the account to a higher paying option. They time it perfectly to get us to upgrade every time. They advertise that everything is unlimited. Yet they keep us hostage to their upgrades. I don't think this is fair to advertise something and not keep their promise. At the same time they disable the site bringing down our website and they will not enable unless we upgrade.

Desired Settlement: I need to them to re enable the account and discontinue their false advertisement. We are keeping track of the days the site is down. And we will have to seek legal council if this is not corrected.

Business Response: We regret the frustration you have expirenced. We have reviewed your account and show your account is in violation of our Terms of Service Agreement. As agreed to at the time of signup, "... accounts with an excessive number of MySQL/PostgreSQL tables (i.e., in excess of 1000 database tables) or of database size (i.e., in excess of 3GB total MySQL/PostgreSQL usage or 2GB MySQL/PostgreSQL usage in a single database) negatively affect the performance of the server. HostMonster may request that the number of files/inodes, database tables, or total database usage be reduced to ensure proper performance or may terminate the Subscriber's account, with or without notice."

We note that you were sent warnings regarding this violation and requested you correct it on 01/16/16 and 01/23/16. Unfortunately on 01/30/16 when the violation had not been resolved we were forced to temporarily suspend the account to ensure you did not negitively effect other customers on your server. Currently we show your MySQL table count is 1,003 and, as a one time courtesy, Bluehost has activated your account and granted you two additional weeks to bring your account into compliance with our Terms of Service. Unfortunately if the account remains non-compliant with our Terms of Service Hostmonster will be forced to temporarily suspend the account without further notice until such a time it is in compliance.  

Our Technical Service Department is available 24/7 to assist you in resolving this issue. If you can please call our Technical Service Representitive will be able to give you specific information such as how many Databases you have and how many MySQL tables are in each of the Databases.

Consumer Response:
Complaint: ********

I am rejecting this response because


I understand the terms of service however you advertise unlimited everthing. I've also upgraded before for this same reason. What I need now is to have the account enable so I can view what I can delete. I cannot start deleting tables at random or else I can damage the sites. 

Sincerely,

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

Business Response: Hostmonster does not advertise "Unlimited Everything". Hostmonster is very clear about what is and is not unlimited. You may see on our Hosting Features page (https://www.hostmonster.com/hosting-features) MySQL is not listed as Unlimited.  As we mentioned in our previous response your account is currently active and you have been provided an additional two weeks to resolve the Terms of Service violation. Please contact our Technical Support department if you require any assistance.

2/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We sign up for a VPS service at Hostmonster.com/bluehost.com but we keep getting complaits from our customers about return emails. When I investigate the issue its look like we have been assigned with an ip address that belong to a bad subnet. This starts to cause us a lot of trouble. Every time we call tech support suggest to email the administrators because they cannot fix the issue but I emailed them but no answer. here is a copy of one of the company that sees us with bad ip: Information about ************ Below is the information we have on record about ************ Standards Compliance Does IP Address resolve to a reverse hostname... Passed! Does IP Address comply with reverse hostname naming convention... Passed! List Status RATS-Dyna - On the list. Worst Offender Alert RATS-NoPtr - Not on the list RATS-Spam - Not on the list RATS-Auth - Not on the list Alert: Your IP is part of a network listed as a Worst Offender This is a Worst Offender Alert and this means that not only this IP address, but the whole class 'C' is also on the indicated SpamRats List. Usually this means the whole range has the same issue of naming conventions or no reverse DNS AND that many IP's from this Class C have been used in Spam Attacks, Dictionary attacks or other forms of attacks, as detected by Mail Servers in the Data Collection Grid. You will NOT be able to use the removal form to remove your IP Addresses. If you have recently been assigned the IP Addresses, or have changed what these IP Addresses are used for, you can use the contact form and ask for a reclassification, but you will have to provide full disclosure, including whois for the ip addresses, your affiliation with the company that owns them, and a description of what the IP's were previously used for, and what they will be used for, in order for a Spam Auditor to consider reclassification. Remember, the majority of the IP's in this space WERE detected as being involved in some form of attack or abusive behaviour, so you had better have a good reason to ask for removal, and you need to own or control the IP addresses, as evidenced by ARIN whois.

Desired Settlement: I need host monster to give us a better ip address on a better subnet.

Business Response: Hello,

We regret any inconvenience you may have experienced with your Bluehost VPS account.

Due to the high occurrence of spam on the internet (various estimates state that between 45% to 90% of all email sent on the Internet is spam), many organizations have been formed to attempt to monitor and control spamming. Unfortunately, there are no standards that are observed across all of these organizations, and various businesses and ISPs utilize different organizations to handle their spam control.

We have tried to contact SpamRATS ,the organization that you reference in your complaint, to have our IP addresses removed from their list. Unfortunately, SpamRATS is an organization that uses listing and removal standards that we, as a large-scale hosting provider, will probably never be able to comply with. Therefore, it is exceptionally unlikely that we will ever be removed from their list. In such cases, all we can do is recommend to our email users that they contact the recipients of their messages and ask them to stop using organizations like SpamRATS and switch to organizations with more reasonable removal standards, such as Spamhaus, Spamcop, or Mxtools.

We must also unfortunately report that we are unable to assign a new dedicated IP address to your account. IP addresses are assigned to new accounts randomly from our pool of available addresses and,  once assigned to an account, cannot be changed due to system limitations.

We sympathize with your situation, and as a good faith gesture in recognition of the difficulties you've experienced, we have added one additional month of hosting to your account at no cost to you.

2/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am writing to let Bluehost know of the worst, and I mean worst customer service experience I have ever faced when dealing with a company. When a business has practises that boarder criminal behaviour, I feel that I have a duty as a paying customer to let other customers know before they fall into the same “extortion” trap that we did. It started back on November 10, 2015 when we reached out to our ‘SEOGEARS” account manager Matt G****, to advise him that we were not happy with the service we had been receiving up until then and wanted to look at exploring new avenues. We heard nothing in return from Matt or anyone else about this e-mail that was sent to him. On November 21, 2015 after not hearing anything from Matt for over 14 days I decided that the best thing to do was to open a support ticket with Bluehost (support request: *************), as I figured that would have been the quickest way to get an answer before we were charged for a service that we no longer wanted. I was wrong, still no one had the decency or thought that it was important enough to reach out to us. On December 1, 2015 after still not receiving any form of communication or assistance with our issue, I was forced to contact my Credit Card company to advise them on what had been going on, and at that time I was advised to reach out again to Bluehost to get them to stop the charge as there appeared to be enough time to do it. My Credit Card company advised me to contact them again after the December 10th, 2015 payment date and if the payment was still processed they would start the “chargeback.” That same day on December 1, 2015 I again contacted Bluehost, and was advised that Bluehost wasn’t able to cancel the service since my agreement was with SEOGEARS. The gentleman at that time actually advised me that my account manager Matt G**** would in fact reach out to me on December 11, 2015 which would have been a day after the December payment was due, and to be honest we were trying to deal with issue with enough time so I wasn’t charged for the service for the month of December. At the same time this gentleman went a step further and sent an e-mail on our behalf to I believe it was the renewal department advising them that “This customer has requested multiple times to cancel the service but has not had any response. Please check the notes and tickets and cancel the service for the customer.” Then on December 11, 2015 at approximately 11:10am EST Matt G**** our account manager for SEOGEARS finally returned our correspondence and he stated that “I got a note that you were wanting to cancel your services. I just wanted you to know that the cancel was process back on 12/4. Keep my information and reach out to me if you have any other questions.” Armed with that knowledge, I contacted my credit card company to advise them that the payment had still been processed even though Matt G**** had stated that it was cancelled back on December 4, 2015. With that they started the “chargeback” process. I was asked to send all of my supporting information to assist them with my claim, and with that they started their investigation. I thought that was the end of our horrible experience, but unfortunately we were completely wrong, as on this past Friday which was January 22, 2015 I was shocked to see the message below when I visited my website : “The website you were trying to reach is temporarily unavailable. Please check back soon. If you are the owner of this website, please contact Technical Support as soon as possible.” Thinking it would be a quick fix because I had all the proof needed to show that I tried to cancel the service back in November 2015. Once again I were wrong as it literally took 34 mins for to get someone in technical support only to be told that it was the wrong department, and that I would have to speak to someone in the accounts department. I was then transferred to, what I thought was the appropriate department. I was then on-hold for another 24 minutes before I spoke with someone by the name of Mark, and he advised me that because I had filed a charged back our account had been suspended. Mark proceeded to explain the only way for it to be reinstated was that I first had to pay for the SEOGEARS service even though I was trying to cancel it back in November. I tried to explain that we had already paid for the Bluehost “shared hosting” service in advance for 3 years, and were good until 2017, and on top of that they were separate services so why would Bluehost suspend a service that we have already paid for just because with filed a chargeback for the SEOGEARS services that was a completely separate service. Mark advised me that it was Bluehost’s policy to suspend all accounts regardless if they have already been paid for, if a chargeback is filed. I really found Bluehost’s policy with respect to chargebacks a little over zealous and very heavy handed, couple with horrible wait times this has made for a very frustrating experience that I will not deal with again, as I will be looking at moving our website to another host company with a better track record of providing assistance, and returning their customers correspondences. As it stands now my company website is down until at least Monday when a chargeback specialist is in, and can hopefully assist with the frustrating issue. This in unacceptable as we will be losing both customers and business that we worked so hard to acquire all because Bluehost preferred to treat me like a number instead of a valued customer. In closing I don’t believe it to be fair that I am forced to pay for the SEOGEARS service of $349.00 USD when I did everything by the book, and was trying to cancel it back in November 2015 before the December 10, 2015 payment date.

Desired Settlement: In closing I don’t believe it to be fair that I am forced to pay for the SEOGEARS service of $349.00 USD when I did everything by the book, and was trying to cancel it back in November 2015 before the December 10, 2015 payment date. I would like to have my website re-activated ASAP, as it is an error on their part in the first place that has caused it to be suspended. I would like to also discuss compensation for them taking my website offline even though I had already paid for it for three years, and had until 2017 to renew it.

Business Response: Hello,

We regret any inconvenience that may have occurred regarding your request to cancel SEOGEARS.

The deactivation of an account upon receipt of a credit card chargeback is standard policy and is done to help prevent additional charges on an account. In this situation, however, the deactivation was unwarranted and we apologize for that error.

The chargeback issue has been resolved from our end and you will be receiving a refund for the SEOGEARS fee from your bank. To cover the three days that your account was suspended, we have also credited your account with one additional month of hosting at no cost to you.

2/8/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dear Sir/Madam: Approximately three (3) years ago, I engaged the services of Bluehost to set up and host my domain name, ***********************. Since that time I've allowed the site to renew automatically, and have authorizized yearly payment up front, by way of debit authorization of my bank checking account. My account expired with Bluehost on or around October 2015, or November of the same year. When I called the company to renew my account under a different debit card number with the same bank, as I saw where the site was down, I was informed in no uncertain terms that the filed could be retrieved, and that paying the $200 would restore ******************* to its former status and a fully functioning website. Yet when I typed the domain address, it kept stating "Unavailable," and/or "coming soon" I emailed the customer service agents with Bluehost, who then informed me the site was up and running, and it wasn't. On a subsequent email I was directed to a chatroom, with a representative named "Freeda" designated to assist me, repeatedly told me that the site was down because "there are no website files." I explained that the representative assured me when I provided him with my debit card information that the site would be restored to its present format. I then asked her to call me to assist with walking me through how to restore the site, and she refused to do so, suggesting that I call Bluehost's customer service number. I explained to her that I did that previously, yet was placed on hold for an inordinate amount of time and couldn't get through to a live person. "Freeda" did not respond to this concern, and simply didn't reply when again I told her I couldn't get the site running to its previous format, as I didn't have the technical expertise to do this. What exists presently is an extremely limited site based upon what the website developer was able to restore on her own. In short, Bluhost simply refuses to assist me to restore the site to how it appeared prior to its original expiration, thus fraudulently misrepresenting they would restore the site to its original format in exchange for my paying their company several hundred dollars.

Desired Settlement: I would expect Bluehost to restore the site from their own end, and if not refund me the full amount of my purchase. They have my payment history on file.

Business Response: Mr. *****,

We will provide you with a refund for the cost of the renewal. Included in the cost of your renewal was a 1 year domain registration renewal for the domain *******************. If we issue the full amount it will cancel the domain. Would you like for us to cancel the domain or subtract the cost of the domain so you may keep the domain registration? The domain can be hosted either with Bluehost or another hosting provider. Please be aware when we do issue your refund the account and all files associated with it will be permanently deleted. If you would like to retain a copy of your current website please download a backup to your local computer. Please reply and inform us if you would like to keep your domain and consent to have the account deleted and a refund issued.

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 acceptable to me. That is, I would like the domain cancelled as well and a full refund provided to me immediately. 

Sincerely,

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

2/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a web site hosting from Bluehost. I then purchased a web page template through Bluehost. It was installed on the server. I then get a message that there is Maleware on my site. The list files that are infected, I look at those files, and they are the files I purchased through them - and have remained unchanged. Now they say I have to purchase site cleaning software, and protection software before I can get my site back. They claim that the stuff they sold me is a third party vendor so they are not responsible, but they are the ones who sold it to me to use on their site. They are holding my website hostage until I buy yet more third party software through them to fix the problem on the software they sold me. Even Tech support said the only way I get my web site back is if I buy the other products. "2:34:22pm **** ****** - I guess if I want my web page I have to buy your other products 2:34:46pm Shivraj - Unfortunately yes" This is a scam and should be illegal. They say I now need SiteDoctor for $249.99, and SiteLock for $89.99

Desired Settlement: I want my web site back up and running. If they have a problem with the files from the program they sold me - they should fix it so it is safe to run on their system. If they have to install SiteDoctor and SiteLock then they should pay for it. It is there stuff that is the problem after all.

Business Response: Mr. ******,
We show on 01/04/16 your account was found to be infected by a hacker and deactivated to ensure the safety of your website viewers. There are many different ways a hacker can enter the account. It could be from a theme, plugin, module, or an out of date Joomla installation. We can not determine how the hacker infiltrated your website however there are steps you can take to further secure your account.

Our Site Doctor services are available to customers who choose to purchase them however it is not required to be purchased in order for your account to be activated. The only requirement for activation is that the malware on the account be removed. Removal of the mawlare can be accomplished by purchasing a professional service (Site doctor, Sucuri, or any other service specializing in malware removal) or it can be done by yourself manually. We do provide you with a list of infected files so you may clean/remove them on your own if you should feel comfortable doing so.

We show at this time you have purchased our Site Doctor services. If you would like to try an alternate method of cleaning the account you can submit a ticket to our Terms of Service department requesting cancellation, we will restore the website to the state it was at before the cleaning services began, and you will receive a full refund.Otherwise our Site Doctor team will continue cleaning the account and activate you once the service is complete.

Consumer Response:
Complaint: ********

I am rejecting this response because: in their letter they stated "

We show at this time you have purchased our Site Doctor services. If you would like to try an alternate method of cleaning the account you can submit a ticket to our Terms of Service department requesting cancellation, we will restore the website to the state it was at before the cleaning services began, and you will receive a full refund.Otherwise our Site Doctor team will continue cleaning the account and activate you once the service is complete.
Which I took to mean that they would provide Site Doctor as I requested and would be working on correcting the problem.

I just got off with their support team who states that I still have to Purchase their Site Doctor if I want my web page reactivated and returned to me.

Sincerely,

**** ******

Business Response: Mr. ******,

We regret the confusion. When that reply was provided we were under the impression you had already purchased Site Doctor. This is why we also presented you with the option to cancel the service and receive a full refund. If you would like to benefit from the Site Doctors services you would need to pay for the services. Again, our Site Doctor services are available to customers who choose to purchase them however it is not required to be purchased in order for your account to be activated. The only requirement for activation is that the malware on the account be removed. Removal of the malware can be accomplished by purchasing a professional service (Site doctor, Sucuri, or any other third party service specializing in malware removal) or it can be done by yourself manually. We do provide you with a list of files flagged by our system as possible malware so you may clean/remove them on your own if you should feel comfortable doing so.

Please contact our Support department and advise them you would like to utilize our Site Doctor Services or Contact our Terms of Service department once either you or another Malware removal service has cleaned the account.

Consumer Response:
Complaint: ********

I am rejecting this response because:


You understand the purchasing of Site Doctor in order to have my site back up an running was the core of my complaint.  It feels like a scam - I buy one product from you, web hosting - and second product through you - the web site template - and then you find "infected files" that many show as being part of the original installation - so to clean up the files that I bought from you I have to purchase more software or services.

Feels like I got suckered in on a good deal and now that I am there you are milking me for more.

That is my complaint.

Sincerely,

**** ******

Business Response: It is not required to purchase Site Doctor in order for your account to be activated. The only requirement for activation is that the malware on the account be removed. Removal of the mawlare can be accomplished by purchasing a professional service (Sucuri,  We Watch Your Website, or any other third party specializing in malware removal) or it can be done by yourself manually. We do provide you with a list of files flagged by our system as possible malware so you may clean/remove them on your own if you should feel comfortable doing so.

Consumer Response:
Complaint: ********

I am rejecting this response because:

That is not true. I did go through and clean and inspect all the files listed in the text file you sent.

When I was done, no malware in the files.

Not Good enough

Even though I inspected the files, deleted those which were corrupted, and inspected those which were not. Your techs would not reactivate my account. They could not show me were they were corrupted in infected. I reviewed the files and they did not have any malware, only the information originally installed.  Not Good Enough

Was told I had to purchase Site Doctor or some other 3rd part software which they could not guarantee that if I did it would fix it, but they were sure Site Doctor would do it.

So if I wanted my web site back, I had to purchase Site Doctor.

I believe this is a SCAM, because no mater what I did, it was not good enough, but once I purchased Site Doctor through you, miracles happened and it was fixed.

Sincerely,

**** ******

1/28/2016 Billing/Collection Issues | Complaint Details Unavailable
1/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 12/31/15 Bluehost charged me for an SSL Certificate Removal. I called them on 1/3/16 and requested a refund for the $59.98 charge. They agreed and told me to expect the refund in 1-2 days. I waited until 1/7/15 and noticed no refund. So I disputed the transaction: *****************, with Paypal. That transaction included *************** domain and the SSL Certificate. Bluehost refunded my money within 10 mins. But they also refunded a domain that had nothing to do with this transaction; *********************. Now the domain is missing from my domain's list and I'm unable to access the domain. The domain is not expired and it's locked by Bluehost from me. The domain is in my name but I don't have any access to it. Bluehost has removed it from my list and I've been on the phone with tech support for over 2 hours.

Desired Settlement: Bluehost to give me credit for the two hours that I've wasted and access to my domain name.

Business Response: In review of your account we show there was a payment made on 12/31/15 and a payment made on 01/01/16. Our records indicate on 01/07/16 we were notified a chargeback had been issued on the payment made on 12/31/15. the reason we were provided by PayPal for the chargeback was, "PayPal Account Owner Claims Charge is Unauthorized". As a result to ensure no fraudulent charges are made to the account Bluehost reversed the the payment made on 01/01/16.

At this time it appears you have transfered the domain name to a new registrar and we are unable to assist further regarding the domain ********************* however we show the domain ********************* currently re-directs to the********************* which is hosting on your Bluehost Reseller account.

1/21/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased my domain ********* via Bluehost.com I did not purchase the web hosting account because i have separate hosting account on Azure. When i tried to add new subdomain, i could not access to the subdomain management page, so i contacted the technical support at bluehost. The agent said, I am not able to create subdomains if i do not purchase the web hosting account. What? I purchased the domain and i own the domain, and you dont let me to create subdomains of the domain i own? This doesnt make any sense to me. Forcing your customer to purchase expensive web hosting account just to create a subdomain of the domain i already own? Please do better. I am going to transfer the domain to whois.com even though it will cost $11.well, cheaper then purchasing the web hosting account with you.

Desired Settlement: i should be able to manage my subdomains.

Business Response: Subdomains are defined by editing the DNS zone file pertaining to the parent domain (*********) and would need to be created where the parent domain is hosted. Bluehost is currently only functioning as your registrar and you would need to contact the hosting provider for ********* (*****) to create a subdomain. Bluehost is not restricting your ability to manage your domain, it is just not possible with how the internet functions to create a sub-domain somewhere other than where the parent domain's DNS is pointed.

1/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My hosting service expired with bluehost on December 16th, 2015. I paid for a 3 month plan which started my service again on January 3rd, 2016 but ended it January 5th, 2016. The service was $14.99 per month for 3 months for a total of $44.99. I was issued a refund of $35.23. I inquired as to why I was given a only that amount back and customer service stated because on December 16, 2015, I inquired about renewing and pricing information and it was prorated from that date. I did not have service or access to my account during December 16, 2015 though January 3, 2016. They refuse to offer the correct prorated amount refund. I should only be charged for the actual dates I had service and access to my hosing account. They still owe me an additional $8.32.

Desired Settlement: Provide me with my correct prorated refund of $8.32.

Business Response: We have reviewed your account and show on 01/11/16 02:00pm an additional refund of $9.74 was issued. Please allow for 3-5 business day for this refund to show in your account.

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.

Sincerely,

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

1/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been using Bluehost hosting services for more than 5 years. During that time, there has been a continuous issue with email not delivering from my domain. It became more and more unreliable over time - after having spent countless hours on multiple occasions over the course of time with technical support working on a solution to the email delivery problem. Bluehost never said "there's nothing we can do," they continued to say they were working on the problem. Recently, a Bluehost representative suggested I purchase an add-on solution in order to help. I did and was hopeful. However, what has happened since then has been a complete disaster. I have been unable to view, send or receive email for my BUSINESS account for 10 days now. Completely unacceptable and is still not corrected. The whole purpose for paying for hosting services is to have reliable server solutions for email and websites. They have failed completely on email.

Desired Settlement: I would like their service department to correct the situation - at the very least allow me to view my email until I am able to safely secure another solution and transfer data. After that, I would like a complete refund for email services for the life our of relationship.

Business Response: We regret any frustration you may have experienced while Bluehost worked to resolve your issue. In review of your account it appears the Technical issues described in your complaint have been resolved.

Bluehost does not charge any additional fees for email services and we have already provided a refund for the "Google Apps" Add-on service you purchased and therefore would be unable to provide additional compensation.

Consumer Response:
Complaint: ********

I am rejecting this response because: the issue is not resolved.

Sincerely,

***** ******

Business Response: Ms. ******,

We regret the difficulties you experienced while we worked to resolve this issue and appreciate your patience. I spoke with the Technical Support agent I requested contact you directly and he advised me that after some work he was able to resolve the issue. He also advised me you were able to speak with Google while on the phone with us and confirm the issue was resolved.

As a good faith gesture, not to be viewed as compensation, we have extended your hosting service one additional month at no cost to you.

1/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My business website is important for me. It's my main source of income. This website has been down for over 3 weeks now. Lost google notoriety, lost many customers, lost important income because of lack of knowledge from customer service representatives. I've changed plan, from PLUS to PRO. They had problems with migration. Came back on chat 9 times with them and they still don't know what's happening. Finally, website came back on but was unable to connect to WORDPRESS admin panel. Strangely my password were gone. Only the homepage was working. All other pages were returning 404 errors or loop errors. Came back 6 times on chat with different answers all the times. I gave them a chance. I made the move to purchase a VPS (Virtual Private Server) which is more costly but has more performance and stability. I paid the fees, they tell me it's gonna take 24 hours. 8 days later I'm here. Came back with them on chat for about 12 times. They say it's a failed task, they say it's a billing issue, they say it's their server, they say I haven't paid, they all say something different. Now it's enough. Decided to buy web hosting from another company, but guess what? I can't access my files. These files are my property. The files in question is my website content. Now they say I have to wait for propagation, which is completely stupid. My business has lost thousands and thousands of dollars from now on. Their answer is: You have to wait. I can't wait anymore.

Desired Settlement: I want to be refunded for all the services. I want my files. I want compensation for the income I've lost.

Business Response: We are unable to locate an account to investigate this complaint. Please provide your primary domain name so we may investigate and assist with your complaint.

Consumer Response:
Complaint: ********

I am rejecting this response because:


The main domain url is: ******************

Sincerely,

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

Business Response:

According to Bluehost's Terms of Service (which you agreed to when you created your account), Bluehost is not liable for nonperformance or delay in performance and therefore will not be able to provide compensation for downtime. However Bluehost regrets the frustration you experienced and as a gesture of good faith is willing to offer an additional refund credit.  

You originally signed up for 3 years of Plus Hosting in April 2015. With your upgrades to Pro and VPS hosting, the funds that you had previously paid to us were applied to the cost of the new plans and you were charged additional fees to make up the difference. We have taken all the funds you have paid to us into account and calculated a refund amount of $******. Once this refund is credited, your Bluehost account will be cancelled and any data still stored on the account will be deleted. If there is any data stored in the account that you need to copy, please download a copy before indicating to us that it is safe to proceed with issuance of the refund.

Consumer Response: BlueHost


It is critical for businesses like mine to have their website up. Over 2 weeks of downtime because there is a confusion on your side is unacceptable. I've received the email 4 days ago telling me the migration has started. At least if I could get a clear answer by the company customer service representative, but they were all giving me different answers. You guys needs to stop pushing away problems and act fast to provide customer experience better. Really disappointed and won't recommend this web hosting company to anyone. 

Thanks to the BB for the help,
Regards,
***** ***********


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.

Sincerely,

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

1/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On November 27,2014 I signed up for service with Blue Host. I signed up for what I believed to be a monthly plan but was charged a lump sum amount. I called and spoke and had the plan converted to a monthly plan which I was charged 3.95 per month. My account became deactivated and I called and restarted my plan. I continued at the same rate. This past November I was shocked to notice that the rate plan changed to over $14 per month. I was never notified that my plan was increasing and that I was going to be paying more. According to the Terms of Serivce of bluehost I should have been notified of any change in price. After calling and spending 90 minutes on the phone and switched between 7 different reps I was told that the rate I was on was only for a 12 month period. AT NO TIME WAS THIS EVER STATED OR IMPLIED. I have all of the conversations recorded and available for review. I was told that someone was going to call me back and I never received a call or message. I was then told that I would have to prepay the entire year to get the rate. A second phone call I spent almost two hours trying to speak to a manager but no one was willing to discuss with me.

Desired Settlement: Provide a refund for the overpayment. Continue to Honor the original rate for the next twelve months on a monthly basis or give me a 60 period to find another provider.

Business Response: Mr. ****,

We regret any confusion you may have experienced regarding your renewal rate. By way of background, when you initially signed up an account with Bluehost you selected a 12 month term. According to the notes on the account you were not aware the cost of this package were charged upfront. As a courtesy, though a month by month package was not available at this time, we adjusted your 12 month term to be paid month by month.

The rate you received, adjusted to be month by month, was a promotional rate. At the conclusion of the initial 12 month term the promotional pricing ended and you were charge the standard month to month pricing.

At this time as a courtesy we have extended your hosting account two months to allow you time to find an alternate hosting provider. At the conclusion of that time, should you choose to continue hosting with Bluehost, you may continue paying the month to month price of $14.99 or select one of our other renewal options which are as follows:
12 Months (paid upfront): $11.99 per month, $143.88 Total
24 Months (paid upfront): $11.49 per month, $275.76 Total
36 Months (paid upfront): $10.99 per month, $395.64 Total

For additional renewal options please contact our Billing Department.

1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The business made an unauthorized auto-renewal charge to my credit card. I did not authorize the auto-renewal, and the renewal was made for the highest grade package and longest term the company offers (leading to an even higher charge).. I asked my bank to stop the charge, and then went into my account on the business' website a week later (in time for the renewal deadline) and manually entered in the term and package I wished to renew, which was half the cost of what the business had auto-renewed me for. 3 weeks after I asked the bank to stop the charge, and two weeks after I paid in full for a renewed account, my account was deactivated without warning. My account is for webhosting, and since I gain income from the websites this sudden deactivation without warning resulted in income loss. In order to get my account back online, I was forced to pay the amount that was previously charged without my consent. I followed all good faith in this case. I cancelled a charge that was made without my consent. I paid the business as agreed, by the time agreed, for renewal of services. But still my account was deactivated without notice. This has caused income loss to my small business.

Desired Settlement: The business will revise its policies regarding auto-renewal to ensure that a customer has in fact authorized not only the renewal, but the duration of the service extension and the services to be extended. The business will not cut customers off from customer accounts when the business makes an unauthorized charge to the customer's account.

Business Response: Ms. ********,

As a courtesy, 15 days prior to the expiration of your hosting account Bluehost will automatically renewed your hosting account to avoid any unintentional downtime due to non-payment as outlined in Bluehost's Terms of Service. This is a default setting when you signed up your account with Bluehost. You are able to change your renewal settings at anytime by logging in to your hosting account cPanel. You are able to change your renewal settings to Automatic Renewal, Manual Renewal (with reminders), Manual Renewal (without reminders), or Let Expire. Additionally Bluehost sent you reminders on 09/14/15, 10/14/15, 11/13/15, and 11/28/15 that the auto-renewal would occur. The package and term length you were charged for was a renewal of the original package and term length you selected during sign up.

When you issued a Chargeback on your payment the reason you gave you Credit Card provider was, "Fraudulent Transaction-Card Absent Environment". As a result once Bluehost was notified there was a claim of fraud on the account Bluehost deactivated the account to ensure no further fraudulent transactions occurred. Once we were able to verify with you the payment was not the result of fraud we were able to reactivate the account.

We regret any inconvenience these policies may have caused you. These policies are in place for the protection of our customers and our business.

Consumer Response:
Complaint: ********

I am rejecting this response because:


I find that their policy does not protect customers as they claim. The steps they took to "protect" me as a customer resulted in unauthorized charges that I was then forced to say were authorized if I was ever to get my data back. When they did restore my website it had a number of issues that I then had to go back and fix. I find their policy faulty and it caused me a great deal of trouble and lost revenue. 

I do not wish to take further action, but I do not wish to endorse the business' policy. 

Sincerely,

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

12/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To Whom It May Concern: On November 23rd we contacted Blue Host to let them know that our site was down. That responded to let us know that it was an issue they were working on and would be fixed shortly. Later that day, the site was back up, however, someone replaced the word press core files, which basically messed up our homepage! We let support know that there was an issue with our homepage and the site wasn't up properly the same day and they assured us that they were fixing the problem. Since then we have contacted them via email and phone numerous times and the site still has not been fixed! Every time we contact someone over there, we have to explain the issue from the beginning, they assure me that it's fine, then they look, see it's not fine, then there's radio silence. It's now been almost a month, we've had TWO events in that time and they have yet to fix the problem despite our repeated requests. They have also yet to reach out to us directly concerning the site - their customer service is abysmal. We did not want to have to contact BBB, but we could not stay on hold for another 30 minutes waiting for someone that couldn't help us. Thanks again for your time.

Desired Settlement: At this stage, we want the site fixed immediately and we'd like some sort of restitution for the trouble. This has been a time drain and has definitely cost us ticket sales and that's outside of the PR implications (this is our face to the world).

Business Response: Mr. ********,

In review of your account it appears the issue you refer to in your complaint was resolved as of 12/14/15. Server maintenance is common in the technical field in order to maintain properly functioning services and per Bluehost's Terms of Service, Bluehost can not be held liable for any damages incurred during the process of server upgrades/maintenance. However, Bluehost has extended your hosting subscription an additional month at no cost to you. We don't intend for this to be any kind of compensation for business losses or anything other than a good faith effort to make amends with you and come to a resolution through mediation on this issue.

12/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Bluehost was asked to cancel a product (domain name) I was no longer using. Bluehost never set the product to expire and billed me for the next yearly billing cycle automatically. All attempts to resolve the issue were unsuccessful, the staff (including manager Dan # ****) were unsupportive at best.

Desired Settlement: I want Bluehost to issue a full refund.

Business Response: Dear Mr. ******,

We are investigating your complaint. However, you have had two recent domain renewals, both for the amount indicated in your complaint. Can you specify which domain you did NOT want to keep, as well as an approximate time when you believe that the domain should have been set to no longer renew?

Thank you.

Consumer Response: I could only see two choices: accept or reject a response.  However, the business asked a question instead.  Below is my response to their question:

The domain which should NOT have been renewed is   ***************************, invoice : #********, charged on 11/15/2015.

Thanks,
 - **** ******


Complaint: ********

I am rejecting this response because:

Sincerely,

**** ******

Business Response: Dear Mr. ******,

We regret any inconvenience you may have experienced. We sent several emails to you at your Gmail address informing you that the domain *************************** was due for renewal, so we believe that no error was committed on our part. Nevertheless, as a courtesy we will absorb the cost of the non-refundable renewal fee and refund your $27.87 charge. Please allow 3-5 business days for the refund to appear on your credit card statement.

Consumer Response:
Better Business Bureau:

First, I would like to thank you for the work you do.  It makes a huge difference. 

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

Sincerely,

**** ******

12/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Recently, HostMonster charged me almost $300 because I ignorantly signed up for a 2 year auto renewal. The problem is that I haven't used the account in 2+ years. The email address no longer exists so they won't cancel my account or refund me. I showed them an invoice and a copy of my state identification and now they want a notarized form! I have talked to over 5 customer service reps and keep getting new and contradictory information. I have spent hours trying to resolve this and if I don't resolve this HostMonster could effectively charge me $300 every 2 years for a service I don't use! I also recently discovered that they charged me in 2014. So they have likely charged me every year without me knowing. This is outrageous and should frankly be illegal. I just want to cancel my account and get a refund!

Desired Settlement: I want a refund and the cancelation of my account

Business Response: Ms. ***********,

When you initially signed up with Bluehost you set your renewal method to be Auto-Renew with Reminders. Had you kept your contact information up to date as required by our Terms of Service you would have received reminders 90 days, 60 days, and 30 days prior to processing the renewal. We understand you had difficulty changing the email address on file to a current email address. he email address on file is a very critical account detail. The email account holder will receive details specific to the hosting account and will have the ability to change the account passwords and take possession of the account. For this reason and for the protection of our customers, we require precise verification to ensure that the owner of the hosting account is the one requesting the change.

At this time the email address on file has been changed to the email address you indicated in your complaint and a password reset sent to that address. Unfortunately it appears a chargeback was recently issued to the account which prevents us from being able to cancel the account. We regret the frustration you may have experienced during this process. Please contact PayPal and close the dispute and we will activate the account and proceed with cancellation. Once the account is canceled all content associated will be deleted and a refund for the most recent renewal of your account will be issued.

12/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently opened an account with them and paid for a year in advanced due to their cancel at any time and get a refund policy. Well after a short week or so with their response times being rather lengthy I decided to move on and cancel. It's not quite as easy as they state, but not too sure exactly what is going on to be honest. I waited in a chat line for 45 minutes. Not a big deal to me as I am working at the desk and usually jamming some music to help that day move along. The 45 minute timer went back a few here and there and again no big deal. Some lady who wasn't the kindest, even after my holidays wishing, asked to help and said I needed a link for cancellation (this is their process listed that you must do) She asked why and I told her it was nothing in regards to the service offered but just their reply time wasn't going to cut it if I had decided to make this my choice for hosting. I'm on day 4 of a e-mail verification that still has not finished. I'm currently at ******* and ******** and well beyond that step with them. I started both of them after the 2nd day of no reply still on the verification. Well she went to ask more and I asked to please just send the link and wish you a happy holiday... #1 I don't have the time for this. #2 I gave them everything that was wrong. Customer service response time was too slow. There is no other complaint. I received the link, clicked on, filled out the same infomration the previous chat operator has already taken from me, and at the final step of submitting and 5 - 10 business days my refiund will be back with me.... NOPE. No a error pops up and I am needed to contact customer support. I took a screenshot and got back in link. 20 minutes this time... and that 20 minutes never changes. I refreshed the page and it's showing 13.... great. Now I am frustrated as all **** but I am listing to some classics that is keeping the good mood winning... I see the chat window open and immediately closes. My guess..... they didn't like me listening to the radio... just a guess... I am not stupid and I know that are accessing my internal mics without telling me or any other user, this is a text chat I think we have the right to know, since you are going to be so rude and hang up on me for WHAT I AM LISTENING TO IN MY OFFICE not Yours. Could be wrong about that, but I highly doubt it. Alll I want is a confirmation of my account is closed and my full refund is the refund process stage. Thank-you and Happy Holidays

Desired Settlement: a confirmation of my account closed and the refund has been issued

Business Response: Mr. ***,

Would you please provide the main domain name associated with your account. Once we have your account we can proceed with canceling the account at which time all related content will be deleted and a refund issued.

Consumer Response: *******************
Complaint: ********

I am rejecting this response because:

Sincerely,

***** *****

Business Response: Mr. *****,

We regret any difficulties you experienced while trying to cancel your account. We have now set all of your account services to no longer renew, and a refund issued. Please allow 3-5 business days for the refund to post to your credit card.

12/16/2015 Problems with Product/Service | Complaint Details Unavailable
12/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Bad business practices in opinion: "Products and Domain are two separate services, so the renewal options must be turned off separately. Canceling the domain services will not affect the renewal settings of the products." - Bluehost I allowed a domain to expire August 15, 2014, and it is still on my account.The product is a Sitelock CDN and charged at $23.88 annually ever since. Requested a refund prorated since that date and to turn off the auto-renewel for a service and product never used since that date.

Desired Settlement: Requested a refund prorated since that date and to turn off the auto-renewel for a service and product never used since that date. They said the first time that Sitelock had to reimburse, then the second time no reimbursement possible only to stop auto-renewel. Not a satisfying answer and have been with this company for many years.

Business Response: Mr. *********,

We regret any confusion there may have been regarding the products and on your account. As a good faith gesture we have issued a refund of $23.88 to the payment method used. Please allow three to five business days for the refund to appear in your account.

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.

Sincerely,

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

12/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Trying to cancel service with Bluehost is a nightmare and a half. I cancelled the service and then the service renewed again. Then I cancelled again and the service renewed again. Then I get a bill for some other service and I can't get ahold of anybody after 45 minutes on hold. Then I call the next day and finally get ahold of a guy named John. He said he is having trouble finding my account and he wanted me to call back in a couple of hours because his shift was over. I told him about all the trouble I was having getting in touch with anybody. He said his web site was under attack and he couldn't help me?!!

Desired Settlement: Give me a credit and remove all of the roadblocks and simplify the cancellation process.

Business Response: Mr. *****,

Would you please provide the main domain name associated with your account. Once we have your account we can proceed with canceling the account at which time all related content will be deleted and a refund of 14.99 issued.

Consumer Response:
Complaint: ********

I am rejecting this response because: They are requesting more info. The YRL is **********************

Sincerely,

*** *****

Business Response: Dear Mr. *****,

We regret any difficulties you experienced while trying to cancel your account. We have now set all of your account services to no longer renew, and we have refunded the recent charge of $14.99. Please allow 3-5 business days for the refund to post to your credit card.

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.

Sincerely,

*** *****

12/1/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchase a Monthly Service from Bluehost for $4.95 a month but they charge my Bank Account $59.40 for the hole year and it cause me Overdraft fee of $230.00. I't is not Advertise that they will charge $59.40 for the first year on a one time charge, i ask them if they can do me a Letter by saying they make a mistake by charging me the $59.40 so they can help me in my Bank situation but they say they can't ...so be careful with Bluehost.......

Desired Settlement: Bluehost just need to do a Letter saying that they make a Mistake by Charging my Bank for $59.40 Instead of the $4.95 a month that it was what i Agree and Fax it to my Bank...

Business Response: Dear Mr. *******,

We regret any misunderstanding you had regarding how we charge for our hosting services. All of our hosting terms are prepaid in full for the term-length selected upon sign up. This allows us to provide hosting services at such low rates without locking our customers into a pre-set term. During the sign up process you selected your term-length to be 12 months at the rate of $4.95 per month. We do not have the option for a monthly term during sign-up. We will not be able to compensate for any costs you may have incurred from a third party or write a letter admitting to an error that did not actually occur, however a full refund of $59.40 has been refunded to the payment method used to purchase the hosting account.

11/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Last night I tried to set up my blog at bluehost. The charges were listed as being monthly, but they charged me for yearly without even giving me a total before charging my account. I thought I was spending seven dollars, and they charged me for over two hundred. I believe that they have arranged for a refund, but that does not undo the damage they have done. I just looked at my bank account, and I have been charged a 105.00 NSF fee because of this. If I have an uncleared payment, the fees will get worse. This doesn’t just affect me now, but it affects my plans to go to college for spring semester. I need to get my car fixed to get to orientation to register for classes. This fee means I won’t have the money to do so next month. Bluehost has ruined my life for the next seven months. On top of that, I won't be able to drive one lousy hour on Christmas day, because my car won't have cleared inspection because I won't have the money to get it fixed, as stated above.. I will be stuck at home, by myself, instead of celebrating with loved ones as I do every year. When I contacted them to tell them these exact words (up until the previous paragraph), I was hung up on twice, and even the third person didn't have a kind word to say.

Desired Settlement: I want them to be honest about what they are charging people. If there is no option for monthly payments for some services, that should be stated on the selection page. I want them to give customers a total of charges before they take money from them. And, I want them to train their customer service representatives to pretend that they are caring humans. I'd also like my $105 in the NSF charges that they caused, but it's clear that they don't care enough about their customers to EVER do the right thing.

Business Response: We regret any misunderstanding you had regarding how we charge for our hosting services. All of our hosting terms are prepaid in full for the term-length selected upon sign up. This allows us to provide hosting services at such low rates without locking our customers into a contract. During the sign up process you selected your term-length to be 36 months at the rate of $3.95 per month. We do not have the option for a monthly term during sign-up. We will not be able to compensate for any costs you may have incurred from a third party however a full refund of $225.72 has been refunded to the payment method used to purchase the hosting account.

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 all I will ever get from this company.

Sincerely,

**** *****

11/19/2015 Problems with Product/Service | Complaint Details Unavailable
11/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have four domains and hosting for them with JustHost, all running Wordpress with them. I found out a few weeks back that my Websites were down due to "Error establishing a database connection" I contacted the chat support to see what the issue was, after chatting with them for a while the tech support specialist could not figure out the problem and had to create a ticket for level II support to be able to check it out. well days went by and heard nothing back from them via email, so I decided to log on with the chat and see what they could do. After chatting with them it was found out that my databases were deleted somehow and they could not tell for how long. The solution they had come up with two fix the problem was to install database via a backup, after seeing if they have a backup (they advertised that they have backup.) I was informed that they will have to get back to me and he would have to create a ticket because he could no find it. So he we go with another ticket and emails stating that they did not have backups and they only way to fix it was via a backup, and If I didn't have that I would have to reinstall/ build all the sites again.I called support because I wanted to talk to someone on crediting my account due but I was on hold for of any hour so I decided to log on to the chat, at claimed my "waiting time" was 3 min, turned out to be over 30min, Finally going back and forth getting transferred over 6 different times to people I got a 'few month' offer. For the amount of time they have me running around between different people, waiting, not having my backups like they claim the do, now having to reinstall all my websites and start all over on my SEO, with the amount of time and money wasted/ loss I don't feel a "few months" is good enough. So again they told me that I would have to create a ticked and higher up managers would have to authorize that. So thats why I did, got an email from JustHost said my ticket was opened on 10/6/15 and would be responded within24 hours. well a week goes by and I reach out to the support on twitter and they said they have passed it up to their managers/ supervisors and I should have a response soon. well now on the 15th I still have nothing. Oh and I should mention that time I was getting transferred from tech support to billing support 6 different times. billing support first friend to blame me for the issue till I showed them an email from tech support saying if could have happened when the sites were updating, then they pointed the finger at tech support and I would have to get a credit from them, then tech support says they don't even deal with that and bounce me back to billing support. Completely unprofessional in my eyes. Thank you for just taking money out of my account as well for two of the domains just a few days ago, who dent love paying for a product that dent work.

Desired Settlement: At this point I was the money refunded that was just taken out of my account for the two domains at $43.86 and on top of the two years of free hosting, domains, and 'backup' I originally wanted 4 years for four domains but I WILL COMPROMISE. lets see how much runaround they will give me now.

Business Response: Dear Mr. ********,

We regret any inconvenience that you may have experienced. Unfortunately, a review of your account and other records does not provide any insight into what happened to your databases. Based on the information we have available, it is not possible to determine whether the data loss was a result of a technical issue or user error. We attempt to maintain daily, weekly, and monthly backups of your account, but since it is not clear when the data loss occurred, the backups containing that data were overwritten by later backups.

We can find no evidence of any error on our part, so we believe that compensation is unwarranted for this issue. However, as a sign of good faith, we have credited your account with three months of additional hosting at no cost to you.

Consumer Response:
Complaint: ********

I am rejecting this response because:

I am getting mixed reasons from several departments. I have an email from tech support that it could have been deleted when the server and or site was upgraded. So now you are telling me that is not the case and thy have lied to me? 

And why would I take 3 months when apparently I was offer "6 months" and it will "show on my account" that if I want I could take that. 
So again I am being lied to constantly on the daily with you guys 
Sincerely,

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

Business Response: Dear Mr. ********,

There are many possible reasons why the data "could" have been lost. We are not stating that anyone has lied to you. All we are saying is that we cannot find any information that points to a conclusive cause and, due to the time that has passed since the incident, it is unlikely that we will determine the actual underlying cause.

We have already applied the 3 month credit to your account.

11/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am the webmaster writing on behalf of the account owner. We've run into a technical issue where we have been unable to publish our website for almost a week. We've received no help from Bluehost. We've purchased Weebly Pro as a Bluehost account add-on, which appears to be the cause of the technical issue, and Bluehost has not provided any support for this product despite numerous attempts to contact their technical support department. We signed up for the following Bluehost services: 8.13.2015 Plus Web Hosting plan $5.95 a month 36 months pre-paid $214.20 8.18.2015 Domain Privacy Protection $11.88/year 8.18.2015 Domain Name Registration $11.99/year 8.24.2015 Weebly Pro Account Add On $8.99/month 1 year pre-paid from 2015-08-24 to 2016-08-24 for $107.88 On October 14, 2015, we were unable to publish our website that occurred within our Bluehost Weebly Pro account. We received a fatal error: Fatal error: Maximum execution time of 300 seconds exceeded in/mnt/codebase/weebly/repos/bh-live/html/weebly/incl/classes/FTPPublisher.php on line211 Additionally, our password protected pages in our Bluehost Weebly Pro account are malfunctioning. Pages with the password protection removed are still password protected, and vice versa. Live help has twice recommended opening up tickets. Bluehost has a ticket system where the customer submits a ticket explaining their issue, and a Technical Support Representative replies back in an email. Since 10.14.2015, we have submitted 6 tickets and we've contacted live help twice. We've received 3 email responses to the tickets we've opened up with brief explanations for the issue. The first representative said he increased the maximum execution time and asked us to try to publish again. We attempted to republish, and the problem was not resolved. When we replied to the email informing him of this, he never replied with additional instructions to fix the problem. The second representative told us to contact Weebly directly. We have paid for Weebly Pro through Bluehost, therefore, Bluehost should be supporting the products it is selling. The third representative said "this is an error being caused by the content taking to long. The limit is not something that we can change." These are three very different explanations. Two appear to be contradictory. No response has given us any instructions for resolving the problem. We simply want to publish the website we've paid Bluehost for, using the products and services that we've paid for. Below is our history with Bluehost: 8.13.2015 Plus Web Hosting plan $5.95 a month 36 months pre-paid $214.20 8.18.2015 Domain Privacy Protection $11.88/year 8.18.2015 Domain Name Registration $11.99/year 8.24.2015 Weebly Pro Account Add On $8.99/month 1 year pre-paid from 2015-08-24 to 2016-08-24 for $107.88 10.14.2015 6:00AM EST Unable to publish: Bluehost Weebly Pro Account: Fatal error: Maximum execution time of 300 seconds exceeded in/mnt/codebase/weebly/repos/bh-live/html/weebly/incl/classes/FTPPublisher.php on line211 Second problem: Bluehost Weebly Pro Account Issue: Password protected pages malfunctioning 10.14.2015 7:40AM EST Contacted Live Technical Support 7:49AM EST Connected to Keerthana (chat) 8:46AM EST Keerthana unable to resolve issue. Keerthana submitted ticket #1 10.14.2015 3:00PM EST Submitted ticket #2 regarding Weeebly Pro technical issue: Fatal error: Maximum execution time of 300 seconds exceeded in/mnt/codebase/weebly/repos/bh-live/html/weebly/incl/classes/FTPPublisher.php on line211 10.15.2015 3:54AM EST Submitted ticket #3 regarding Bluehost Weebly Pro Account Issue: Password protected pages malfunctioning 10.15.2015 6:14AM EST Submitted ticket #4 regarding Bluehost Weebly Pro Account Issue: Fatal error: Maximum execution time of 300 seconds exceeded in/mnt/codebase/weebly/repos/bh-live/html/weebly/incl/classes/FTPPublisher.php on line211 10.15.2015 8:48AM EST Ticket #4 Bluehost Technical Support Response from Soumya, Level I Tech Support Engineer: “Hello,Thank you for contacting Technical Support department. I have checked your account and I could see that the maximum execution time is set to 30s. Currently I have changed it to 400s. Could you please try it once again from your end? If you need further assistance with this matter, please feel free to reply to this email. If you have other issues we can assist you with, please open a new ticket. Have you heard of Google Apps for work? Click on this 2 minute fun and informative link to learn how Google apps can help your business: https://www.youtube.com/watch?v=v5yNiQooA7c Help us improve our support by answering a quick survey: (link removed) Thank you, Soumya Level I Tech Support Engineer BlueHost.com” 10.15.2015 9:33AM EST Submitted ticket #5 regarding Bluehost Weebly Pro Account Issue: Fatal error: Maximum execution time of 300 seconds exceeded in /mnt/codebase/weebly/repos/bh-live/html/weebly/incl/classes/FTPPublisher.php on line 211 10.16.2015 11:41AM EST Ticket #5 Bluehost Technical Support Response from Aaron, Level II Tech Support Engineer: “Hello,We've taken a look at weebly here on our end and everything's checking out fine, unfortunately this error: Fatal error: Maximum execution time of 300 seconds exceeded in /mnt/codebase/weebly/repos/bh-live/html/weebly/incl/classes/FTPPublisher.php on line 211 is being generated from weebly's server so we won't be able to reach it to see what the problem is. In this case it seems you'll want to contact weebly directly to see why your site won't publish.How did we do? Please help us improve the support that we offer you by filling out this online survey: (link removed) Thank you, Aaron Level II Tech Support Engineer BlueHost.com” 10.18.2015 6:25PM EST Ticket #1 Bluehost Technical Support Response from Jeremy Level II Site/Script Compatibility: “Hello,Thank you for contacting support. I am sorry you are having this problem. I do apologize this is an error being caused by the content taking to long. The limit is not something that we can change. How did we do? Please help us improve the support that we offer you by filling out this online survey: (link removed) Thank you, Jeremy Level II Site/Script Compatibility BlueHost.com” 10.19.2015 11:13AM EST Contacted Bluehost Live Help Chat Prathiksha regarding Bluehost Weebly Pro Account Issue: Fatal error: Maximum execution time of 300 seconds exceeded in /mnt/codebase/weebly/repos/bh-live/html/weebly/incl/classes/FTPPublisher.php on line 211 10.19.2015 11:52AM EST Prathiksha could not offer resolution, said admins were working on issue, and suggested that we submit another ticket. 10.19.2015 12:44PM EST Submitted ticket #6 regarding Bluehost Weebly Pro Account Issue: Fatal error: Maximum execution time of 300 seconds exceeded in /mnt/codebase/weebly/repos/bh-live/html/weebly/incl/classes/FTPPublisher.php on line 211

Desired Settlement: We simply want Bluehost to provide the support and service we have paid for. We would appreciate a prompt response, considering we've had 5 days of a non-functioning website, which is not what we paid for. We'd like Bluehost to provide the attention and technical assistance required to resolve these two Bluehost Weebly Pro technical issues described above, which are: Fatal error: Maximum execution time of 300 seconds exceeded in/mnt/codebase/weebly/repos/bh-live/html/weebly/incl/classes/FTPPublisher.php on line211 and malfunctioning password protected pages

Business Response:

Mrs. *****,
As of this message, your site appears to be published and functioning normally. If you are still experiencing issues, please include a list of those issues with your reply so we can work to get them resolved. We sincerely regret the frustration you experienced. As a good faith gesture Bluehost has added a month of hosting to your subscription at no cost to you.

Consumer Response:
Complaint: ********

I am rejecting this response because:

A free month of a non-functional website resolves nothing.

We encountered a technical issue that prevented us from updating our website.

Our website was indeed live. We were, however, unable to make any additional changes or additions to it since the original technical problem occurred, which was October 14, 2015. The fact that the website was live was not the issue. We made updates five days a week, and since we experienced the technical issue, we could no longer do that. Our organization makes daily website updates, we paid Bluehost in advance for a functioning website and we did not receive that service.

The ONLY recommendation we ever received from Bluehost was to email Weebly and seek assistance from them. Weebly replied to seek assistance from Bluehost.

The customer service was atrocious. After countless tickets, phone calls, and emails, the issue was never resolved.

Bluehost is a service-based business that provided NO service.

Offering an additional free month is insulting. It is not even relevant to the original request for help, which was made clearly and repeatedly via all of Bluehost's "help" forums.

We cancelled our account on October 30, 2015, and requested a refund for our unused hosting months and services paid in advance that we were also unable to use due to Bluehost's unresolved technical issues.

We received our refund the same day we cancelled our account.

Sincerely,

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

Business Response: Hello,

We regret that the customer was unsatisfied with our mediation efforts. However, now that they have closed their account, there is little more that we can do to resolve the issue. We request that the complaint is administratively closed by the BBB.

11/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Over one year ago Bluehost / Hostmonster sold my company an SSL certificate that should have displayed my company website as secure. It did not. After several calls to customer service of which many of their employees were arrogant, rude and uncooperative in resolving this matter I contacted a third party name server company, CloudFlare which Bluehost advertise for nameserver services. Cloudflare assured me that they could display my website as secure even with the SSL certificate I purchased from Hostmonster / Bluehost. Now over a year later suddenly my several websites hosted with Bluehost are not visible online. When I browse to them on my phone I get the same error message I did over a year ago that says my website(s) are not secure even though I purchased and SSL Certificate from Bluehost / Hostmonster. I callled in many times this evening only to have at least six of their customer service personnel hang up on me when they realized I was frustrated.

Desired Settlement: I would like to speak with someone at Bluehost / Hostmonster Executive Offices to explain to them why I will be moving my webhosting business to a Kansas City hosting company. Bluehost / Hostmonster are just that. A monster of a company that do not care one bit about the little companies that purchase their services and I am tired of paying for services that they obviously cannot deliver and do not have customer service or tech support personnel that have ability to correct their problems.

Business Response: Dear Mr. *****,

We regret any inconvenience you may have experienced with your account. As of the time of this message, your SSL certificate appears to be functioning properly and your sites are online. If you are still experiencing issues, please include a list of those issues so that we may investigate further.

11/4/2015 Problems with Product/Service | Complaint Details Unavailable
11/4/2015 Problems with Product/Service | Complaint Details Unavailable
11/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Unhappy about their service. Been with them for over 5 years. They had a thing called Simple Scripts, where they will install scripts on to your website for you. If you didn't want the scripts you can easily remove it. The problem is, it removes your files but doesn't remove the tables. My website was shut down because their system didn't remove the tables and I went over their table limit. They said it was my fault because I should have known that their system didn't work. I do not know much about computers, and the Simple Scripts made it easy for me. But in the end, it ******* me. I had to hire someone to look through my hosting to see why and it ended up being their fault. Hostmonster is still blaming it on me. Please do not use their service if you do not understand mysql or tables!

Desired Settlement: Shut me down on 08-12-15, my website was online again on 10-13-15. Would like a refund of my last 2 months, but I doubt I'll get it. Fix your website!

Business Response: Dear Mr. *******,

We regret any inconvenience you may have experienced. In cases of excessive mySQL usage, we provide warning messages emailed to the contact address on file 2 weeks prior to account suspension. We believe that we have provided adequate notice so that any interruption in service could have been avoided.

However, as a good faith gesture, we have credited your account with one month of additional hosting at no cost to you.

11/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been waiting for my service to be migrated over to the new hosting and I have been told every excuse under the sun of why it will not migrate, and it will take 2 hours. But nothing happen, well actually things get worse. I have been told numerous times that I can contact a email ********@bluehost.com, but they don't work, they ignore the emails and no one responds to them. I am still waiting for this to be resolved but I have spent over 10 hours on the phone and I still am having issues. No one takes responsibility. I want my migration issues to end.

Desired Settlement: I would like a full refund and at least 6 months of free service due the time they wasted.

Business Response: Hello,

We regret any difficulties that you experienced during your time with Bluehost. As of the time of this message, your account has been cancelled and a refund issued.

Consumer Response:
Complaint: ********

I am rejecting this response because: You were suppose to call me back, someone left a message and told me they would call back, I am still waiting for a call back.

Sincerely,

****** *****

Business Response: Hello,

One of our support supervisors contacted Mr. ***** by phone today.

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.

Sincerely,

****** *****

10/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: this seems to be the only way to deal with them as i will not be ignored and i will not call there only to be told my account is blacklisted it is VERY unprofessional here. I had been trying to move my domains out of bluehost. i had a loss in my family as death is a part of life and i got delayed. so i received a notice about auto renewal. saying for ***************** up on 11-2 my credit card was no good. it is fine. i am very unhappy to be staying here as i want no relationship with bluehost. i contacted them and as usual was ignored saying my card was good so that service is not interrupted. of course i want no more connection here but was late in moving my domain out due to a loss. I want it processed OR more time to go and i also need codes and all unlocked for both ********* and *****************. Now i know you sent it in July and i went to access the codes yesteday and was unable to. so i need this all resolved. i either stay one more year with ***************** or i get more time to go. then send me codes and unlock both domains so i can go but dont say my credit card is bad. it is not. then ignore me which is why i contact bbb. I WILL NOT BE DEMORALIZED BY THIS COMPANY FURTHER AND I WILL NOT WASTE MY TIME TALKING TO INCOMPETENTS ON THE PHONE WITH AN ATTITUDE. PLEASE RESOPLVE ALL. I RESPONDED ABOUT MY CREDIT CARD BEING GOOD AND GOT NOT RESPONSE REALLY I WANT TO LEAVE. AND BRING BOTH DOMAINS ELSEWHERE SO SEND ME ALL TO DO IT I KNOW YOU DID BUT I WAS UNABLE TO GET TO IT THRU BBB I EMAILED THEM AND GOT NO ANSWER PLEASE SEND ASAP

Desired Settlement: SEE ABOVE

Business Response: Dear Ms. *********,

We have attempted on several occasions to process the renewal for your domain. However, your credit card issuer is declining to authorize the payment. You will need to contact your card issuer regarding the declined transaction.

EPP Transfer authorization codes for your domains will be sent to you in a separate email from *****@fastdomain.com. Please provide these codes to your new domain registrar to have the domains transferred. No additional time is available for you to complete the transfers. However, a transfer may be initiated up to 30 days after the domain expires.

Should you encounter any issues with the transfer, you may wish to consider opening a ticket with technical support, as working through the BBB can cause delays in response.

Consumer Response:

this is Asst to CEO. bluehost either ignores you or bllacklists you or both. We will filing additional complaints. They also deleted our account so doing something was not possible. they are not good liars bad reviews from many
Complaint: ********

I am rejecting this response because:

Sincerely,

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

Consumer Response: i already left bluehost not before they deleted my account, caused me ore grief with their lies and fraud.  i want nothing to do with them

i only get you office involved when they ignore me and refuse to act ethically

10/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought my domain and email services with HostMonster.com (Bluehost is the parent company & corporate headquarters) and for the last 30 days or so e-mails sent from either my email accounts (********************* & ****************) some recipients are NOT receiving them (God knows what other important e-mails I've missed or were never received). As I use this e-mail accounts for business purposes is IMPERATIVE my e-mail server works to PERFECTION both inbox & outbox services. I contacted Roundcube (one of the three softwares Hostmonster provides for e-mail handling) but they have informed me this type of issues are not of software but email server issues. I opened a ticket with their technical support department on October 13, they simply replied that my email has been blacklisted but that is IMPOSSIBLE because number 1, this does not happen with just one email account/server, number 2 I contacted the client (whom I have previous email communication using the same email) claiming that he didn't received any emails (among other clients) I even ask him to send me an email, I hit reply, he didn't get it either. Since this happen with some and not all, I questioned the tech support person about it and as of today the ticket is still open and I haven't got an answer. As I am a busy person I decided to move the complaint to Corporate offices addressed to the President, using three different emails ( *******************@bluehost.com, *****@bluehost.com, ********@bluehost.com and as of today I haven't received a reply or an acknowledgement of receipt from either) they have listed in their website for Corporate. I used Outlook to send the emails by the way, not my business email. For the last hour I've been trying to contact their Corporate offices phone number and they do not answer, the call goes to a waiting queue.

Desired Settlement: As this is not the first time I've experienced technical issues with them and their customer service and technical support departments are mediocre at best, I don't really want to pursue business relationship with them, I propose either of the following options. - Cancel the three year contract I already paid for with them, have refunded the remaining of the time used (prorrated?) and move both my website and email sites to a different company. I would keep the *********** domain. - Keep the the webhosting and domain services with HostMonster for the remaining of the contract but they have to absorb the costs of move my email services to a third party, such as Google for business. ***I DO NOT DESIRE TO HAVE THIS ISSUE "FIXED" WITH THEM, I DO NOT WANT TO HAVE TO DEAL WITH THE NIGHTMARE OF THEIR TECHNICAL SUPPORT OR CUSTOMER SERVICE DEPARTMENT IF FUTURE ISSUES ARISES, PERIOD***

Business Response: Dear Mr. ****,

We regret any inconvenience you may have experienced with your hosting account. As requested, we have cancelled your account and issued a pro-rated refund to the payment method on file. Please allow 3-5 business days for the refund to appear on your credit card statement. Your domain remains under your control and can be managed from your account control panel or transferred to a new registrar at your discretion.

Consumer Response:
Complaint: ********

I am rejecting this response because:

As what I can interpret a retaliation, HostMonster immediately closed (no warnings, no nothing) the account and by doing so destroying all the data (unsaved webpages, all my business mailbox content (emails, contacts information) and issuing a reimbursement to a card I do not remember (I could had used a now credit card account) without confirming payment information with me.  Where is my data?!!!! The impact that this is having in my business is huge!!!!!

Sincerely,

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

10/29/2015 Problems with Product/Service | Complaint Details Unavailable
10/28/2015 Problems with Product/Service | Complaint Details Unavailable
10/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bluehost is the web hosting company that is after your money. I am not a developer or any admin. I own small business and I had 3-4 static websites. I initially had these websites on ***********, ************* and ********. All of they worked good but to manage them better I decided to move everything on one new and good hosting... After reading good Bluehost reviews, I chose to go with Bluehost. I paid a web developing company to move the hosting and emails to Bluehost. Within 1 month moving to Bluehost, all of my websites got Malware. I get call from SiteLock saying we have been notified by Bluehost that your websites are infected by Malware so please contact us ASAP. I called and they asked me to approx $125 for each domain. I said no I will look into it. Next day Bluehost deactivated my account saying it is violating terms and conditions. I called Bluehost and asked about deactivation. The Bluehost showed me the file that lists the file that are infected. I manually went through each file and deleted all extra files that were reported. It took me around 12 hours to do that. After 1 month I again got call from Sitelock saying same thing and the whole cycle repeated of file being corrupted and all that. My websites are 12 to 15 pages static websites. They were live from last 4-5 years and nothing happened. Bluehost say we don't know what is wrong with your websites. To fix it please contact our business partner SiteLock. Because I didn’t want to pay Sitelock and developer, I decided to move away from Bluehost and started downloading the files from Bluehost. Their FTP is so pathetic that is disconnects after 40-50% downloading. I finally decided to move back to ***********. It has been 30 days and no complaint and everything is working fine. Because of Bluehost, I lost emails, downtime and incurred cash loss of $2000.00 To all of the subscribers, please test Bluehost thoroughly before moving all the websites to Bluehost. They are money suckers and don’t have anything good… Thanks, **** *****

Desired Settlement: I need the money that I invested plus the loss I incurred. I am also going to discuss this with an Attorney for the Class Action Lawsuit.

Business Response: Dear Mr. *****,

We regret any difficulties you experienced during your time with Bluehost. You state that your sites are static websites, however you are using WordPress, which is not static by any means and can be very vulnerable to malware if not properly maintained. We make every effort to minimize the presence of malware on our servers, and unfortunately your site was affected by malware. While you state that since you've moved back to ******* you have not had any problems, we've looked at your site on ******* and have found some evidence to indicate that your site is in fact still compromised. Please review your site to ensure all malware is removed, as the current situation indicates that the malware is operating undetected by you or your hosting provider. Questionable files that we located include ************************************ and ***************************************.

Should you wish to cancel your Bluehost account and receive a prorated refund, please contact our billing department to do so.

10/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had purchased a hosting account through Bluehost and the additional "Website Transfer Service" in order to move my websites over to their server. I was told that my sites were moved over "successfully", but then yesterday, all of my websites were suddenly down. I called in immediately and told them that this was an urgent situation as I was losing business with my sites being down. They did not seem to care at all and took forever to get me in touch with someone in the Website Transfer Department. This department does not have a phone line and instead I had to correspond via email (which took forever to get a response!). Because they were not responding or helping me and my sites were down and I needed to get them back up, I decided to go back and renew my old hosting account with *******. ******* had my site back up in seconds and I decided I wanted to stay with them. I then called Bluehost to ask for a refund. They told me I would receive a full refund for everything (including the website transfer service). They said that they could issue the hosting refund themselves and for me to email the Website Transfer Department in order to get the full refund for that service. However, when I emailed that department, they refused to give me a full refund! I went back and forth and finally they said they would offer a 50% refund. I refused as I would still be out $50 with no tangible services received! When I expressed the level of dissatisfaction with customer service that I received, absolutely no one at this company did anything to resolve the issue. There is one clear solution: a full refund for website transfer services. I feel incredibly misled and that miscommunications and lack of customer care at this organization have created a nightmare of a situation for consumers.

Desired Settlement: A full 100% refund for website transfer services.

Business Response:

Dear Ms. ******,

We regret any inconvenience that you may have experienced with your
Bluehost hosting account. Based in the information in your account notes, a
significant aspect of your dissatisfaction with Bluehost was due to the
website downtime you experienced during the transition from ******* to
Bluehost. However, Bluehost had no part in this downtime, as it was a
direct result of the expiration of your ******* account. The DNS
configuration for your domains was never pointed to Bluehost and thus we
were not responsible for the downtime. This is easily evidenced by your
statement on how quickly your sites came back online once you reactivated
your ******* account.

Unfortunately, this misunderstanding has resulted in us shouldering the
blame for the situation, the cancellation of your Bluehost account and your
request for a refund of the Website Transfer Service. As was indicated to
you, the Transfer service is non-refundable upon completion. As your website
difficulties were not due to any error on our part, the Professional
Services team has been understandably unwilling to fully refund a completed
service when no errors occurred.

Nevertheless, we have decided to fully refund the Website Transfer Service
fee as a sign of good faith. Please allow 3-5 business days for the refund
to appear on your credit card statement.

10/22/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: BlueHost has been withdrawing money from my account without permission. On 8.27.15 I agreed to contract with BlueHost for webhosting services. Within one hour, I was demanding a full refund in the amount of $84.27 due to terrible service and they did not provide the services they said they would. They only refunded my account $74.27 and said the $10.00 charge was for a 3rd party vendor, Constant Contact that they partnered with to provide a service. I let the issue go at that point. Then on 9.21.15, I see another charge to my account by Blue Host for another $10.00. I called them and told them they were not authorized to charge this account and they needed to refund my money. They told me, they had "forgot" to shut off the 3rd party service at the time of my cancelation and although I would not have any other charges moving forward, they once again could not refund the money because it is under the 3rd party vendor Constant Contact. I then called Constant Contact and they said they had not received any money from Blue Host on behalf of me, my account or services. I called my bank and filed a dispute for the charges. On 9.23.15, it appears Blue Host did refund the $10.00 back to my account however the very next day they charged my card again another $10.00. I have filed another dispute and have to close this account due to these unauthorized transactions.

Desired Settlement: I expect Blue Host to refund the full amount of money currently taken from me unlawfully in the amount of $20.00. I expect Blue Host to make NO FURTHER ATTEMPTS TO WITHDRAW MONEY FROM MY ACCOUNT!

Business Response:

Ms. ****,

We regret the frustration you have experienced. At this time I have confirmed the funds taken on 09/23/2015 have been returned. I have also issued a refund for the charge on 09/24/2015. Unfortunately due to the nature of our business there can occasionally be technical difficulties and it appears there was a bug in our system causing these charges. The technical bug that caused these charged has been resolved  and we have verified no additional charges will be made to your account. 

10/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Blue host was advertising a promo charge of $2.95 to start there service before 9/30/2015. The regular price was 5.99. When I agreed to signing up the $2.95 was offered and I was to begin my trial. I looked on my bank account and they charged me $110.03 I called and live chat as was directed only to be told that they can't honor that price. The customer service rep told me that they issued me a refund I see no proof and they wanted to give a different price at a promo rate. I have had to live chat 3 times and I will do a 4 fourth once the cancellation department opens up. I had already told the 2nd customer service rep that I wanted to cancel this and she said no I will take care of this issue right now since we verified your account. She had had to call me (Tiffany) is her name. The first rep was Prajnl Chat #*******. When Tiffany called it came up as ******** plus I have the transcripts. She sent me the transcripts of what was done. I had to call back after checking my account to make sure the funds are not on hold anymore WHICH THEY STILL WERE AT $110.03 Matthew #******* told me I would have to wait 7days for my money because he saw a refund in the system and I had to call back later to cancel this service because that office is closed. This was stated by Tiffany that the system charged me wrong and this would be cleared up with no wait time. She never said anything about that. This company has all the information. Even the passcode to get into peoples accounts. I will be filing a fraud claim as well. If a company offers a price with the link buildyourblog.net and it comes up bluehost website because of a partnership between that company promoting bluehost.They should honor the promotion. The customer has nothing to do with the agreement between the 2 businesses. The customer just signs up to try the company. Then once the customer holds up to there deal the company doesn't I want this issue taken care of AND i want my money back and I will be canceling this service with no recommandation

Desired Settlement: I want the charges of any amount to be put back into my account and I want this service cancelled because I never even got passed this very first issue after following the steps. To many different charges and they didn't honor the promo price. I shouldn't have to wait 7 days for anything because I held up my end. These people have customers account and passcode information and its fraud to take a different amount from peoples account that was agreed upon in the begining.

Business Response: Hello,

The promotional price of $2.95/mo for a 1 year plan (total $35.40) was honored for this customer. However, the customer had selected several add-on products at the time of signup that increased the overall initial charge to $110.03. The signup occurred on 9/29, and the service was cancelled and all fees refunded on 9/30. It would appear that this issue has already been resolved.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I have all the transcripts and couldn't scan them all into the system with your customer service rep stating that YOUR SYSTEM OVER CHARGED ME. I did not choose extra services that would authorize your company to steal 110.03 from my account. I had to take all paper work to my WONDERFUL BANK that honored returning my money that you dishonestly took. After signing up I never noticed what your company had done and started the process to cancel the service. Your company still charged me  $10.48 for no reason Never got to do a thing but sign up for $2.95. I have cancelled everything because I don't trust your company and wouldn't recommend this service to any body. The issue is closed but BlueHost is a fraud. I have all transcripts and so does my bank. You can close this complaint with that rejection. Nobody understands how you got 2.95 into 110.03. Confess that it was your fault then blame it on the customer. Pathetic!!


Sincerely,

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

10/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Did online chat about problem with access timing out. Rep "Josue" refused to refer me to supervisor after he refused to answer my questions. Since then, I've received multiple calls about "verifying my account", but they always hang up. Contacted Rep. "Andrew" and he said I'd have to call back because the "verifiers" weren't in yet. How did they call me if they weren't in? What sort of harassment is this?

Desired Settlement: I want to go to another host that knows what customer service is. I am sick of the lack of service and the multiple phone calls. I want to keep the domain name ($11.99), but lose the host.

Business Response: We have reviewed your account. We show That Our automated system (these calls are not initiated by a person) called you 9/24/15 and you spoke with Andrew 09/25/15 07:32am MST. Andrew was correct at the time you called in our verifications department was not available. The Verifications Department is not available until 8:00am MST. We show you were able to contact us on 09/28/15 08:19am MST and validate your account.

At this time we have emailed the cancellation email to the email address on file. Please follow the instructions in that email and you will receive your refund minus the cost of the domain name.

9/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Requested and paid for services have not been provided. Constant delay is compromising my ability to deliver my services to my customers. Keep getting a runaround in how and when problems will be resolved. Even though purchased services have not been provided, I am continually being approached for additional costs by service staff.

Desired Settlement: I want the services I paid for provided and I want compensation for the time lost in my provision of services; and, I want them to apologize for this nightmare they have called service in the interim. I want my time for service to be prorated to the actual date that my site has been properly moved and is functioning as it was prior to their botched migration. Should they not be able to provide the service they promised and were hired for, I want them to pay for the transition to another hosting company.

Business Response:

We regret our services were not satisfactory to you.  We try very hard to meet or exceed customer expectations.  However we realize that that does not occur in every case and that in this instance your expectations indeed were not met. Please accept our apologies for failing to meet your expectations. 

It appears the issue you experienced was a result of a SSL issue. In an effort to resolve your issue as soon as possible we had a higher level technician contact you directly and resolve your issue. Following the call we note that all issues have been resolved and regret this had not occurred earlier.

As a good faith gesture for the purposes of mediation Bluehost has credited one month of services to your account. 

Consumer Response:  
Complaint: ********

I am rejecting this response because: the issue has not been resolved. The technician you referenced did correct the issue and someone came behind him and undid his work.  Further because of this my SSL was not transferred.  Additionally I requested a VPS. This still was not done. They requested an additional $30 but in the midst of this craziness with the site.  In other words, the product I requested and authorized payment for has still not been provided.  If a credit of any sort is to be made I want it from th date the order is properly completed because the inept provision of services has had us incapable of servicing our clients since the 28th of July and it is now the13th of August.

Sincerely,

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

Business Response:

Ms. ****

We have reviewed your again following your response. We have confirmed at this time that the technical issue remains resolved despite a miscommunication between the technical departments. currently your account does not have a SSL issue.

As you are aware our Migration Service is not able to directly migrate from a different Hosting provider to a Virtual Private Server (VPS). This would be why you're on a shared account and as you were advised by Mr. B*****, once your migration is complete you will need to pay an additional $30.00 dollars to upgrade to a VPS. This migration would be completed by our back end system. 

We have confirmed the migration team has finished migrating your domain and website content from your old host to your Bluehost Shared account and no further work needs to be completed.

As previously explained to you by Mr. B***** the last step in this process is to upgrade your account from a Shared account to a Virtual Private Server (VPS).  The cost difference between these two services is $30.00. We have placed the VPS upgrade in the cart for your account. Once you have made this purchase our back end system will automatically migrate your files to the VPS server.

Consumer Response:  
Complaint: ********

I am rejecting this response because no offer was made.

My business was down for 4 weeks due to the inept management of your company.  When I placed the order, I included all of the services that I wanted and I provided my credit card for the total cost of the services to be rendered.  As of this date your company has failed to provide what I requested.  When your employee asked me to provide my credit card again for additional charges to the account, my site had been down for 3 weeks off and on.  I had spent hours on the phone with support, and had been misguided numerous times on what was/needed to be done.  In your correspondence here you try to imply that there has been no problem and I find that problematic.  The fact that you will not take responsibility for the challenges and problems you caused me in this process is daunting.  Additionally, you offer no realistic resittution for the problems you have caused.  It was not my intent to experience this chaos in the transference of my site.   Your staff (aside from Dustin) has been rude and disrespectful.  I want compensation for the time my site was down.  I was paying for ads on the site and it could not be accessed.  Additionally, if the total cost of the site transfer was not processed, that is an internal problem.  I paid for my request when I surrendered my card to your staff.  If they did not follow through, it is not an error on my part.  I still do not have the VLE that was requested.  In the middle of the nightmare of site corruption, down time, etc. why would I give you more money?  That is ridiculous to even conceive.  You had not properly handled the order, messed up the SSL, corrupted the site, left me on hold (not for days) for weeks, and then wanted me to give you more money.....REALLY.  Submit a resolution that is reasonable for the problems you people caused. Have some integrity for your company and some empathy for the disturbance and agony you caused me and my company in this process.

Sincerely,

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

9/17/2015 Problems with Product/Service
9/9/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Just Host is refusing the 30-Day Money-Back Guarantee and also refused to stop billing my VISA. I used my own doamin name so there should be a full refund under there terms, I filled out there suport form to close the account and they refuse to respond, I called them and they told me that they do not ever refund nor will they stop the recurring charges.. Just Host is a Internet scammers and nothing moreJust Host states:30-Day Money-Back GuaranteeYour satisfaction or your money back! If you decide to cancel your account at any time Just Host will refund you for the remainder of your term, excluding setup and domain registration fees, for which we incur a cost.

Desired Settlement: I would like my money back for there spotty hosting, along with that I hope to close there rights to take VISA

Business Response:

We regret any difficulty you've had cancelling your account. We show you contacted us stating you believed you had purchased a Milti-domain hosting account and requested the account be cancelled. In an effort to assist you our agent advised you there was a plan you could upgrade to that provides unlimited websites and Parked or Sub Domains. We received no reply to that message. It appears several more separate tickets were created and this caused some confusion.
We have contacted our Billing department to advise them of your request. Please check your email for instructions to proceed with your cancellation and be provided with your refund.

Consumer Response:  
Complaint: ********

I am rejecting this response because: You still refuse to close the account and return the money. I filled out your form and sumitted it 3 times. I feel you are just another Internet fraud.

Sincerely,

Michael R*****

Business Response:

Mr. R*****, 
We regret your difficulties and to lose you as a customer. We have proceeded with cancelling your account. Your refund should arrive at your bank in 5 to 20 business days.

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

Additional Notes

Complaint: I can't change my username without creating a new account and migrating my data

Desired Settlement: I reached out to bluehost about changing my username which is currently associated with a domain i no longer own "********" to "**************" and they said the only way to do this was to create a whole new account and transfer the data over. It seems there should be an easy way to change my username to represent my account as it currently stands. They are causing an arbitrary convenience to make a profit, based on this response: Bluehost response: "Unfortunately, We don't change or support the change of the cpanel user. Because our system just doesn't allow it. The only possible way is to have a new account." My question: "Can you transfer everything to a new account?" Their answer: "Yes, You need to purchase our site transfer service. You would just purchase the site migration service under "addons", then follow the instructions in the email we send to you."

Business Response: Dear Mr. M********,

Account usernames are 8 characters and are algorithmically generated by the system based on the primary domain name used when the account is created. This username is then used by the Linux Operating System as well as numerous other internal systems as a unique reference to your account. Therefore, it cannot be changed without breaking all of the other internal references. Creating a new hosting account creates an entirely new username and all of the associated references, but even then, you would not be able to choose a specific username due to the method by which our system generates them.

While you may no longer own the domain that resulted in the "********" username, this will not impact the function of your account in any way. If you insist on having a new username, you would need to create a new account and move your files to that new account by moving the files yourself, getting a third party to do it, or using our paid Site Transfer service.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Bluehost mentioned the paid Site Transfer service, which makes me think that while they gave a technical reason for not being able to change my username, they are financially driven to not make this option available to their customers. They admit that this can be done, but it will cost extra.

Sincerely,

Jacob M********

Business Response: Dear Mr. M********,

Unfortunately you appear to have misinterpreted our response. This is not a case of "this can be done, but it will cost extra." Changing your existing username can't be done. If you want a new username, you need to create a new account. Once you create that account, you'll need to move your files to the new account. If you want us to move the files for you, we charge a fee for that service. If you don't want to pay us, feel free to move the files through whatever other means you have available.

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

Additional Notes

Complaint: Bluehost emailed me stating they found a virus in my code for a website that has NOT been updated or touched in over 10 years. It's been hosted with the same information for over 4 years with Bluehost. Today, 8/22/2015 they took ALL of my websites down and suspended them. They gave me notification of finding some garbage. As though they corrected and deleted. Since the site in question was not in use really, I didn't think much of it. BUT WHY TAKE DOWN ALL OF MY SITES WITH NO PRIOR NOTIFICATION?! I have multiple business's and places counting on my paid for hosting services! They are all PISSED!! This is 100% unacceptable!

Desired Settlement: Refund. Apology.

Business Response: Mr. R***,

We regret you had a negative experience with your hosting service. Bluehost temporarily suspends infected websites once we are

? made?
 aware
? of?
 them 
?due to 
the malicious files 
?being?
 placed in the account in an effort to either infect unsuspecting site visitors with malware or in order to deceive the site visitor into providing private information or credentials which can result in identity/credit card theft. When one site becomes infected with malware your entire file structure becomes vulnerable.  Once infected, malware can be injected 
?in?
to any sites you have within your account.

You indicated in your message to the Better Business Bureau that the sites on your account had not been updated or changed in quite some time. We believe it is due to the sites becoming out of date that your account became vulnerable to hackers. The software you use to build websites periodically releases software updates when a vulnerability in the current version is discovered and with out these updates your account became vulnerable. 
We would highly recommend logging into your account and upgrading any account software you are using. As Bluehost did not design or build your website we would be unable to upgrade the software on your behalf. If you are in need of assistance please contact our technical support and they will assist with anything within our support boundaries.

Consumer Response:  I am not in acceptance. The issue here is quality control.


At 11:36 AM, Saturday morning, August 22nd, 2015, Bluehost sent an automated email with the notification. Gave to recourse, solution. Bluehost was NOT proactive in contacting the owner (me). Bluehost departments were UNAVAILABLE to correct this issue! This is UNACCEPTABLE!

Bluehost needs to make the appropriate changes. Hire new staff. Make appropriate people/departments available 24/7.  They should be pro-active in contacting the owners and remedying the problems.

I should not have to tell you how to do you job, other than this was a poorly performed effort. I spent 7-8 hours chasing Bluehost support, when it should've been a 30-60 minute effort. Bluehost should've called me with explicit directions!

Complaint: ********

I am rejecting this response because:

Sincerely,

David R***

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

Additional Notes

Complaint: I had a domain that was up for renewal in a month and called to find out how to go about establishing a different domain name and get rid of that one. I was told I had to not renew current one and add new one. I would log in click on the non renewal it would prompt me and I could add new domain name. I did all of those things, changed credit card info, hit next, it gave me a total (a penny less than the email I got for renewal, so I didn't question it) with no itemization telling me new domain or anything just total and I submitted for payment. When I received recpt. it charged me for the renewal of the domain I didn't renew as well as the new one I wanted. They said there was nothing they could do after speaking to supervisors except refund the new domain but not refund the one I no longer wanted because "I renewed it manually", eventhough I specifically clicked no renewal. If I had the option on an itemization page to delete, I would have. Unfortunately I'm left with a domain I don't want and the one I do want I had to cancel to get any money back. Now I have to find a different host for the website I do want, because I can't justify giving Bluehost anymore money. Sadly, I was told system was updated yesterday, so something as simple as a computer glitch in the shopping cart was what I'm assuming is the culprit but I'm out money and have a domain that I can't use. Poorly done Bluehost.

Desired Settlement: I would like a refund for the domain I specifically requested not be renewed and to move on, so I can create the domain and website for our business.

Business Response:

We understand you have had difficulties with your account recently and we regret those difficulties. It would appear that you had intended to allow your domain ****************** expire and purchase the ******************************** and at some point during the purchase of the new domain name the domain****************** was  renewed. In the attached screenshot you will see that the cart does display the an itemized cart. You would only need to click the "X" next to an item to have it removed.

We have been unable to determine how the incident occurred as our system is currently fully functional, but as a good faith gesture through these mediation efforts we have absorbed the cost of the domain and refunded you for the cost of registration for ******************. The refund may take 3-7 business days to appear in your account.

8/27/2015 Problems with Product/Service
8/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Neglect to provide for paid service This is not my first experience with neglectable customer support form bluehost.com an US internet, email and webpage provider. This company is very quick in charging your credit card but when you have technical issues with their service, they hang up on your calls or put you on hold forever. Furthermore some of their technical support agents are very impolite and unprofessional. Bluehost.com those not care that that your business is down and you are losing income, because of their failure to provide for their service you already paid for, in advance. This time I had a repeating problem that my email address was not permitted to relay through their server. Over the last 24 hours I made many tests and calls to prove that the problems I’m experiencing are created on BLUEHOST.COM server. As I mentioned it is a repeating BLIEHOST.COM problem, that has to be solved in their server environment. This time I spend again more the 24 hours and many calls and still did not receive any acceptable support. To add to my frustration, it is impossible to speak to any bluehost management who would be in charge of the operation nobody at bluehost is responsible for any of their business activities. Instead they connect you to billing and other departments non problem related. This is not the first time I deal with BLIEHOST.COM . I had many other unresolved issues related with this provider, and each time it cost a lot of wasted time, resources, down business time and least but not last loose of income. Sure I will go and change now the provider, but again, it will cost me time, resources and down business time, for which bluehost.com will not pick up the bill neither for the sales I just lost today.

Desired Settlement: Bluehost neglect fix and fully provide already prepaid paid service. Pay for damage and adjust in billings. Discontinuance of falls advertised claim Delivery of Order and Repair

Business Response:

 We regret our services were not satisfactory to you.  We try very hard to meet or exceed customer expectations.  However we realize that that does not occur in every case and that in this instance your expectations indeed were not met. Please accept our apologies for failing to meet your expectations.

In review of the issue we show the error on your account was being caused by a malformed address in the "from" field. This typically occurs when an address is mis-typed during creation of your PHP Mail-sending script. We regret this issue not being resolved in a more expeditious matter and will be providing further training to our agents to ensure this situation does not occur with you or other customers we provide services to. 

At this time it does appear the issue has been resolved and no further issues are occurring on the account.

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

Additional Notes

Complaint: In February of this year I inquired with BlueHost about a website that I wanted to design. I spome with the customer service department for 20 min to ensure the site I wanted could be done, I was informed that what I wanted could be done at the price for the design $799.99. I paid for the service. I informed the design team (by email and phone)what I needed the site to do, again I was told it could for what I paid. Needless to say it was not true I was told I had to purchase various programs which I puchased. When it was time to finish the report I was informed by the designer that I had to BUY once again the program to do the function that I was told it could do. I was told yes then no then yes then no. I would not had paid to have them design this if I knew that I had to come out all this additional money. This is not what I was told.

Desired Settlement: I want my $799.99 credited back to my bank account. The customer (me) should have been told the truth that I would have had to pay more money for this site. I am not asking for the money back for the server just the design team.

Business Response:

Ms. W******,
We have reviewed your account and the Site Design services you purchased. The design services were initiated on March 02, 2015. Our site designers were in constant contact with you obtaining the custom images and verbiage you were wanted to be used in the website. After the initial design was completed we arranged a Site Review Phone Call so you can review the site and advise us of any desired changes. In a follow up email you provided us an image you would like for us to use as well as a form you would like to add so your customers could add recipes when they ordered a Customized Butter Recipe. Unfortunately this function is not included in the base store you purchased with your package and our Design Specialist recommended a plugin to enable this function. Our Design Specialist also offered, as a courtesy, to install the plugin for you although that was not included in the design package you purchased. You have been provided with a login to make your designed website live and the plugin can be added at any time. 
We believe there may be some confusion regarding what is needed to get the site how you envisioned it. You would need to purchase a single site licence for the plugin in the amount of $49.00. This is a one time payment as is the site design services. Please contact our technical support department for any assistance.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I spoke with the customer service rep becore I agreed  to have it designed by Bluehost.  In the original email sent to Bluehost design  team inform them that the website was for customer to go onto the website and custom blend their  butters, I was told that the website could be done with the service I purchased. This is not the only plug in i was instructed to purchase.  I am not pleased with what i received  at all. I never took possession  of the site and when I said I was told that the site could be done then at the end im told it can't. Then im told it can sit until I'm  ready to buy the plug in.  This is insane.  They didnt start on my site until May and then Its not what I was told I had paid for.  No I want a refund.  You can't  tell people they can have a service for the money they pay and then say "well now you have to pay extra to make the website work the way you want". And if you don't pay then you're  out of luck take it or leave it. If they would have said upfront we will charge you more for the plug in to make your site the way you want it, I WOULD NOT HAVE PURCHASED THEIR SERVICE.


Sincerely,

Mekeba W******

Business Response:

Ms. W******,

We would like to clarify what payments you have made and what services those payments are in exchange for. You purchased a Design Service Standard package. This package includes:
Project Manager
Professional Designer
Multi-Page Website
Professional Template
Free Optional Features
Powerful CMS
QuickStart Walkthrough
Multiple Revisions
Access To Update The Site

An eCommerce Shopping Cart is not included it the Design Service Standard package you purchased. Through a miscommunication our agents built your website working under the assumption that you had purchased an eCommerce Shopping Cart for your website as well. The cost for this service totals $499.99 and to date we have not received payment for this provided service. 

Through this mediation effort via the BBB,  Bluehost is willing, as a good faith gesture, to waive the cost of the eCommerce Shopping Cart. ( $499.99)

It is required for you to purchase a license for the "addon" to create the site features as you have described and envision.  Bluehost can not purchase the license on your behalf .  You will still need to purchase the addon for the feature ($50)  Once that has been purchased Bluehost, as a courtesy, will install the addon for you. Please notice this is not a routine service we offer for our customers, but we will offer this help to you as mediation to assist you to complete your website .

We want to ensure it is understood this action is out of our Site Design Service's scope and is a one time courtesy. Going forward, though our technical support department will be happy to assist you with any issues that are inside our support boundaries, you would need to maintain your site and make changes or updates to the website yourself. 

Consumer Response:  
Complaint: ********

I am rejecting this response because: This is EXACTLY what I am talking about. This was NEVER told to me about buying a cart.  How can you have a store website without a cart.  I want my 799.99 that i paid out of account **** refunded.

Sincerely,

Mekeba W******

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

Additional Notes

Complaint: i do not know where to start. i can tell you i am done with liabilities created by bluehost adversely impacting me and my business. there is no acountability incompetence and indifference the 3 things you avoid with business. on monday 6th july i called to get help to delete files to be within TOS.right there if i have to do this what am i doing here?because i should not have to delete files. i will not upgrade my account the reasons will become obvious soon. anyway the tech rep whi is incompetent tells me to delete files and i wind up deleting a blog on one of the sites. on tues 7th i email to get file restored by asking only ***************** to be restored to july 3. then wed i get a message from email support and it says the site will not come up likely he does not know what he is doing. all the while my site is not up and i am spending time i do not have. then i call wed night 8th july the guy says he will restore it after i ask in wriitng and verbally for it to be escalated. to site compatiubility since they care and know what they are doing or one would think. he knocks down ********* so now 2 sites are down and i have spent hours of my time. i wake up today 9th july spend another hour on phone told it will be fixed just like i was told last night and it was not. now both my sites are down for TOS. no one looks at the notes, no one cares about the liabilities or time you lose no one knows what the other hand is doing, people leave shifts and leave the sites down i am lositng business. i am leaving bluehost. i would never spend another dime here they would have to give it to me free.i have had it.i will not upgrade sue to the lack of accountability care and service then it leaves me to have to delete files and now look where i am it is beyond belief. my account is noe deactivated i have had it. i am out. they should not be able to operate like this i have had it with losses to my time and business because of sheer incompetence, lack of follow thru etc.

Desired Settlement: free business pro upgrade and real help or i will leave. no cjhoice can not have this.

Business Response:

Mrs. C********,
??
We regret any difficulties you may have experienced. We would like to clarify the facts related to your account. In February of 2014 we advised you of the MySQL database limits associated with the hosting account package you purchased with Bluehost and that you had exceeded those limits. Since that time you were provided with an extension on ten different occasions in an effort to assist you to comply with our Terms of Service as agreed to upon your sign up however, after these extensions in the interest of the other customers sharing the server with you, we were forced to suspend the hosting account services until you were in compliance. You were subsequently activated and deactivated on three additional occasions for the same Terms of Service violation. After the second deactivation you were advised that you have been sent a cancellation form to complete and if we were forced to deactivate the account on a third occasion we would be unable to again activate the account. 

We note at this time you have moved to a new hosting provider and wish you success with your new provider. We would recommend you complete the provided cancellation form and receive a pro-rated refund for the remainder of your hosting account subscription with Bluehost.?

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I have no cancellation form. You make up facts. My account was tunred off in retaliation since i complained about horrible tech help .send me cancellation form now.  My board and the government may pursue legal action. Again never got cancel form send it asap. I vall and am told that mno one can help as my account is locked down. Since many things were done in retaliation i want refund as of 7-6 or i go forward with additional complaints.

Sincerely,

Deb C********

Business Response:

Ms. C********,
As part of our mediation effort we have cancelled your account per your request and issued a refund for the month of July through the end of your subscription.

Consumer Response:  send an itemization from what i paid to prove i got all my money  back whole month in jyly since previous communication says it was through  july 22. please note as warned my board and the government will be filing a lawsuit for damages and losses due to your conduct. send proof that its all of july and i need to know which credit card was credited.
Complaint: ********

I am rejecting this response because:

Sincerely,

Deb C********

Business Response:

? Mrs. C********,

At the time of cancellation you were provided an invoice detailing what was refunded and that we did not refund you for the cost of the domain name as you intended to continue using the domain with your new provider. It also provided the last four digits of the credit card it was refunded to.

Consumer Response:  I am not going to continue this banter . BLUEHOST?? how do you like it? I do not have proof i was refunded for ALL of july which is when you turned off my site and made up reasons and records and falsitieis to make it appear legit. WE are proceeding legally against you. I have no itemixation of that. I know there are deceptive business practices there we will expose. BLUEHOST??? you can not have any REAL lawyers in the legal dept

I have no credit card number AND no itemixation as proof i am refunded during the time you shut me down when i should not have been. I have reported your practices to several other entities. REFUND me and provide proof of what i was refunded SPECIFICALLY . or i proceed. you want to bully??? now i am out and i am demanding acountability i never got when i was there with all the incompetance and dishonety
Complaint: ********

I am rejecting this response because:

Sincerely,

Deb C********

Business Response:

Ms. C********,
We are sorry you have been unable to access your domain manager. We have verified that you currently have access and no locks have been placed on the account. We have at this time, for your convenience, sent to you in an email your EPP codes for ********* and *****************. For future reference, if any follow up is needed, you are able to access your domain manager at this URL: bluehost.com/cgi/dm. The login will be your normal cPanel login. If you have not been able to login due to a forgotten password please click the "forgot password" link and you will be able to enter a new password to login with.
Please let us know if you need any additional assist.

Business Response: The customer has already cancelled their hosting account. They did so on July 22, 2015 and a refund of $51.19 was issued at that time. All that remains for her to completely separate herself from Bluehost is to transfer her domain registrations to a new registrar. We have already taken the needed steps on our end to prepare the domains for transfer, and have emailed the EPP Transfer Authorization codes to the customer on July 28, 2015. The customer must now initiate the transfer process at the new registrar to proceed.

Consumer Response:  I deal with BBB since you retaliate. I reject respond and want all sent to me. I will log into nothing of yours. since its either locked or banned. As your reps say they have never seen an account like mine. Send me all i need priomptly to get out asap. I will not log in anywhere on yor site and i want the info. i have not forgotten any password. I will request and demand and see thru a refund from the first day i asked for a refund byutwas ignored. SEND ME alkl i need to get out. asap directly to me asap. i will log in nowhere. Tired of the retaliation. and unethical behavior SEEMS rampant based on reviews SEnd it to me directly everytme i go in its all locked and my time is valuable. We have lost enough due to your illegal behavior which is questionable at the least SEND ASAP to me. I WANT OUT
Complaint: ********

I am rejecting this response because:

Sincerely,

Deb C********

Consumer Response:  :given the history of this business and its unethical practices and retaliation and locking down my account soi no one can help me resulting in damges i demand they send ALL information to me directly not at a url only for some idiot to tell me the account is locked down. also as to the refund of 51.19 i still to date have no proof or nreakdown that it includes all of july time during which they locked my account down and made up reasons so it appeared i was violating their TOS. PLEASE publish this response so the world knows how they operate. Again  SEND ALL DIREctly to me to transfer domain out. so no idiot will demoralize me by saying the acount is locked down.

********

I am rejecting this response because:

Sincerely,

Deb C********

Business Response: Please  see my response to you 9 days ago, the customer has continued correspondence and additional complaints. The necessary action to remove her domains from our services are steps she needs to take. We can not initiate a domain transfer for her.  To transfer her domain she needs to choose and contact her new registrar and follow their process to transfer out. 

As last requested , please close the case as we believe we have reached mediation and accomplished everything she has requested. She is now just complaining and there is nothing more that we can do for her than continue respond with information that has already been stated. 

Please advise if you have any suggestions. 
The case is overdue today, we will respond to the forum with the last response. 

8/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Well, Blue Host gave me a good deal so transferred all of my domains to Bluehost. And then the customer service depart told me to upgrade the service to Static IP address and explained me the reason that it will be more safer and easy to handle so many domains. So, the customer insisted me to upgrade and based on their trust I upgraded my package to a Static IP package. Then after few hours. what I noticed was all of my website was down. When I started chatting with one of the support, they don't have any clue as to what happened and they started telling me that somebody from my side has deleted all the files maybe. And I will never take all of my websites and loose all the business. It will a crazy who will do that. What I mean by all this is some from BlueHost should go to root cause of the problem instead blaming. I called July 27th in the morning and started explaining to person who was on the phone and after listening to my complaint, he disconnected the phone. And then again I called your support agents and told specifically that I wanted to speak only to the Seniors or Level 3. So, he kept on hold for almost 5 minutes and came back and started asking some details. I thought he needs further explanation to put me through the Senior, but when I asked him can you handle this from your side, he said ok I will transfer it to the Level 2 and again he put me on hold. I was really frustrated and waited for more than 4 mins or so and I disconnected. And this is what you treat a new customer. So, I want to get this resolved ASAP. I cannot wait anymore. This in incurred a heavy loss in my business!!

Desired Settlement: I wanted someone who can handle this issue, especially a Senior Executive from the company should call me immediately to resolve this issue and put my website up and running. This has incurred a heavy loss in my business. Please contact me ASAP till it gets worse.

Business Response: Dear Mr. G****,

We regret any difficulties you may have experienced while using our services. As of the time of this reply, it appears that you have already cancelled your hosting account. Since the account no longer exists, there would seem to be nothing that we can do to assist at this time. Please feel free to contact us if you have any additional questions.

7/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bluehost knowingly debited my account without my permission for a $44.95 renewal fee, and then they wanted a $75.00 fee to keep my domain name.Without the $75.00 fee my website would not be visible to the public. After they kept the $44.95 my site was still not visible. When I asked them to cancel it they did but said they would not refund me.

Desired Settlement: All I want is my refund for $44.95.

Business Response:

Dear Mr. T*****,

Our review of the account renewal payment indicates that it originated from the IP address *************, which is based in Kansas City (your location). In addition, there were three failed attempts to renew the account immediately prior to the successful renewal. Our system does not perform automatic renewals in this manner and does not do so from an external IP. This information leads us to conclude that the renewal payment was performed with your knowledge and/or permission.

The renewal payment occurred on April 30, but your request to cancel the account did not occur until July 10. During this time, your account was active and available for your use. 

When you contacted our staff, the representative explained that your account was set to expire. This means that the account will continue to run until its expiration date, and shut off. In such cases, there would be no refund. However, this is not the same as a cancellation of the account, where the account would be immediately deleted and a pro-rated refund issued. If you desire the second option, please contact our billing department to ensure a cancellation is processed.

7/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After being a customer with bluehost for over 10 years, I have decided that maybe its time to move on to a new company who actually treats there customers with respect enough to rectify small issues. Over the 9 years I have paid bluehost well over a few thousand dollars in hosting fees as a vps customer with "dedicated support". I called bluehost and told them that my sites were down and needed to be fixed so a rep deleted my back ups thinking it would fix the issue just to later tell me its a database issue then stated that because he deleted the back ups I cant restore my account. Another rep actually told me to go hire someone else to help me with it cause their customer service doesnt assist customers, they just tell them what to do. Ive found this explanation odd as Ive always had customer assistance for whatever issue I've ever had. I was last speaking to the rep named Brandon and his supervisor Manny refused to come to the phone nor did he assist me with my issue and later hung up on me. This is by far the worst customer service I have ever recieved and I am highly disapointed. My main website ***************** and entire server connected to it including emails is still down and its been about a week now with no progress. I just paid this company $39.00 for the month to keep my account active just to have my money taken from me by keeping my sites down and refusing to help me and bluehost even had the nerve to tell me that this is "my problem". I am so angry with bluehost that all I want to do is get this issue fixed and leave this company for ever. This company should not be able to falsely advertise that they help customers when they dont at all and simply tell them to do it themselves and hang up on them

Desired Settlement: I NEED MY SERVER & SITES REPAIRED THROUGH CUSTOMER SERVICE. CAN YOU PLEASE FIX MY CORRUPT DATABASE SO MY SITES AND EMAILS CAN WORK AGAIN? ITS BEEN DOWN FOR 6 DAYS WITH NO ASSISTANCE !!

Business Response:

Unlike our shared hosting services, where Bluehost manages the server and customer does not have access to the server, when a customer purchases a VPS or Dedicated service from Bluehost they are expected to manage their own server. If you do not have the technical expertise to manage your server you would need to hire a third party to manage it for you. You do have access to your server to make adjustments and run commands on the server. Troubleshooting your MySQL errors would be considered outside of our technical support boundaries. 
As a one time courtesy we have had one of our upper level technicians work on your account's server. Our technician indicated the issue was caused by inadequate server maintenance. One of your database tables (*****************************) had grown too large. You will want to log into your account and minimize that table to a more functional size. 
At the time of this message your account and website appear to be functioning. 

7/10/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: BlueHost did not stick by their guarantees. I signed up for a domain on this site and ordered the associated website tools as well. I was attracted to their claims of "no hidden fees" and "money back guarantee." They charged me $241.07 (June 17th) total on my card for their "service". They did not send me a direct receipt – only a link for the receipt that did not link me to the receipt. Then, when I went to create the site, nothing worked and it was extremely difficult to get in touch with customer service (the chat and calls were disconnected various times). I decided that it would be best to cancel my account because it did not work and was not user-friendly. I read all of the terms of service and realized I could get a full refund if I canceled within 3 days. I finally got in touch with their customer service via chat (June 19) and the representative said I would get a 100% refund (see attached documentation). She also indicated that it would take 7 business days for all fees to be credited back on the account. After those 7 business days, I was only refunded $205.21. So, I contacted customer service again today to ask when the rest would be refunded. They said they could refund me $14.45 (June 30th, said they would credit this back to account and that it would take approximately 7 business days to be credited). I asked about the remaining $21.41 and the representative told me that I could not get that money back because I did not cancel within three days. I told them that this was incorrect and that I did in fact cancel within the three days. The representative agreed with this and contacted his supervisor. Next, he changed his statement and said I could not get the refund because I did not catch the lack of refund within the three days. How could this have been possible if it took approximately 7 business days to refund back to the account? Lastly, the representative said "I'm sorry. We are sticking by our policies." They did not stick by their "policies." I did the following as a customer - I followed the terms of service and believed in their claims of "money back guarantee" and "no hidden fees." I have proof of everything I have said in this paragraph. I am contacting my bank to tell them about BlueHost's dishonesty and shady business practices. I am honestly not sure this is even a real company.

Desired Settlement: I want 21.41 credited back to my account.

Business Response: We apologize for any frustration you may have experienced during the cancellation process for your account and regret seeing you leave our services. After you submitted your complaint our records indicate you later contacted our Billing department and after an overview of the account you were provided an additional refund for privacy on your domain name. This appeared to be an agreeable resolution for you.  If there is any other concerns we can address for you please let us know and we would be happy to address those concerns.

7/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a reseller hosting account from JustHost, a child company of BlueHost. We were promised WHMCS access to our reseller WHM server to create user accounts and manage them. After a few months we lost the ability to create accounts on WHMCS, and after contacting the business we were told that they disabled that feature for "security reasons" and that in order to keep using that feature we would have to upgrade to a much more expensive VPS service. We can still create users manually using the admin panel but that panel is very basic and limited when compared to the industry standard WHM and WHMCS. We have been using the service as-is ever since and feel cheated out of what we paid for, our operations have been hindered and are currently looking for alternative companies to host our services.

Desired Settlement: We would like the ability to use WHMCS and WHM restored or be given a free upgrade to a service plan that would allow us to use this feature again.

Business Response:

Dear Mr. P****,
We regret any difficulties that you have experienced with your Reseller hosting account. Certain functions of WHMCS were disabled after we found that they were incompatible with our reseller server configuration. Therefore, the functionality that you seek cannot be enabled. There was no guarantee of full compatibility with WHMCS made on our website or our Terms of Service (in fact, the website did not mention WHMCS at all), so we do not feel that we have been dishonest or have cheated you in any way.
While it is possible that a VPS server may allow this functionality, there are several other items to consider before switching to a VPS that may mean that it would not be a viable solution for your needs. We would recommend discussing the matter fully with our VPS Support staff before making any migration decisions. Also, if you intend to change hosting providers as a result of this issue, you may wish to review http://www.resellerclub.com/.

6/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Back in October of 2014, I was shopping around for a website hosting company for my new website. I was pretty set on blue host, because they offered a discount with my purchase of prophoto designs. I selected the monthly plan for the hosting/domain names, entered my card info, clicked to go to the next page or next step and SURPRISE they charged me for 3 years of this hosting and domain name, without warning, confirmation, anything. I don't know about you, but I don't like to be tricked into thinking I'm purchasing a monthly plan to be charged for 3 years without my permission. So, I called Bluehost IMMEDIATELY. Let them know what happened and that I decided to go with godaddy, and that I wanted a full refund. They issued me a part-refund and said that if I wanted the rest I had to fill out a form on their website. I filled the form out. I know without a doubt I filled the form out. Checked my email today, and saw I had an email from blue host about my account... the one I thought was cancelled and fully refunded. So, I logged into the account on blue host to find out that they never refunded me the rest of my money. Of course, I called and was told that they could only refund a pro-rated amount of the rest of the refund, because I "never filled the form out". I was on hold for around an hour, and when I asked to speak to a manager... they "didnt have time for me". This really upsets me. Maybe it's because I'm pregnant and have raging hormones. Or maybe it's because I'm also a business owner and WOULD NEVER TREAT MY CUSTOMERS LIKE THIS. As the customer, I shouldn't have to prove that I did indeed fill the form out, when they don't even send a confirmation email stating that the form went through or what-not. Its in their notes that I called immediately after the order was placed and said 'I don't want to use blue host, I want a full refund for my order that I never even approved.' This is just dishonest and not good, honest business practice. I don't care if the rest of my refund I didn't receive is just a measly $100. The fact is, you don't treat your customers like that.

Desired Settlement: refund

Business Response: We apologize for the difficulties you have experienced. We have reviewed your account and we do note that you contacted us to cancel on the same day you signed up your account however we did not receive your completed cancellation form. As a good faith gesture we are willing to provide you with a refund of $******.

6/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my hosting account, and was subsequently charged during the refund process for add-on services that were previously offered free of charge. Specifically, the free SSL coupon, which was offered to me during my first year and which I used during my first year to procure an SSL certificate for my domain. However, after renewing my hosting account for the second year and finding the service to be poor, I cancelled my service. Now bluehost has refused to refund me the "price" of the SSL, even though it was offered as free. Their refund policy is pasted below and specifies that fees PAID by Subscriber in connection with the purchase of SSL certificates are not refundable, however, I DID NOT PAY for this service - it was offered to me as a coupon to use during my first year of hosting (incidentally, I did not cancel my service until after this first year had been completed and paid for, it wasn't until my second year of hosting that I canceled. CANCELLATION OF SERVICES – REFUND POLICY Bluehost provides a 30-day money back guarantee for new hosting account registrations, subject to the following terms and conditions: # Nonrefundable Fees Fees paid by Subscriber in connection with the purchase of SSL certificates, AppMachine, Site Backup Pro, Pay Per Click Marketing (PPC), cPanel QuickStart, WordPress QuickStart, Site Doctor, website transfer, Design Service Standard, Design Service Plus, Design Service Premium, SEO Package, SiteLock, domain privacy, domain names are nonrefundable under these Terms, as are Check Refunds of USD$10.00 or less due to processing fees, unless otherwise stated in the agreement Subscriber entered into with the individual service provider. Cancellations within First 3 Days of Registration In the event Subscriber cancels the Services within three (3) calendar days of registration, Subscriber will receive a full refund of all fees paid in connection with the registration upon request, with the exception of any Nonrefundable Fees set forth in Paragraph 4.1. Subscriber has the option, but not the obligation, to retain ownership and control of any promotional "Free Domain Names" registered in connection with the subscription, in which case Subscriber's refund will be reduced by $14.99 per domain name. Cancellations After 3 Days and Before 30 Days In the event Subscriber cancels the Services after the expiration of three (3) calendar days, but prior to the expiration of thirty (30) calendar days, Subscriber will receive a refund of all fees paid in connection with the registration, with the exception of any Nonrefundable Fees set forth in Paragraph 4.1, subject to the following additional mandatory reductions: Free Domain Names: If Subscriber registers any domain name as part of a "Free Domain Name" promotion in connection with the registration, Subscriber's refund will be reduced by $14.99 per domain name. Subscriber will retain full ownership and control of any such domain names. Postini/DedIP Any fees paid by Subscriber in connection with Postini or for services of a Dedicated IP will be refunded at a prorated rate based on the registration date, the length of service, and the date of cancellation. Cancellations After 30 Days Subscriber may cancel his/her/its Services at any time, before or after automatic account renewal, and, with the exception of any Nonrefundable Fees set forth in Paragraph 4.1 and any setup fees, which are nonrefundable after thirty (30) calendar days, receive a pro-rated refund for all other fees paid for Services, less $14.99 per "Free Domain Name." Notice of Cancellation Subscriber agrees to direct all cancellation requests to Bluehost via email, *******@bluehost.com, phone ***** ********, or online chat. The cancellation request must include verification of ownership of the hosting account and/or domain(s), as determined by Bluehost. Subscriber must also confirm to Bluehost that all emails, files, and databases are preserved and backed up somewhere other than Bluehost server space. Once confirmed the cancellation can be processed following the cancellation policy located at: https://my.bluehost.com/cgi/help/122

Desired Settlement: Refund, including the $49.00 which was not included in my previous refund for hosting services because I made use of a FREE service offered as part of my hosting account.

Business Response:

Dear Mr. ********,

The part of the Terms of Service that is applicable to your situation is Section 3.3 of the User Agreement, which states:

"Bluehost may periodically offer "free" or discounted services or credits in connection with a promotional offer, including, without limitation, free domain name registration. Such promotional offers are honored only in connection with the specific promotional package to which they apply. In the event a Subscriber downgrades or otherwise changes his/her/its subscription to a subscription to which a promotional offer does not apply, Subscriber will forfeit any unused free credits offered under the promotional packaged and Bluehost will charge Subscriber the prevailing fees for any free credits redeemed by Subscriber under the promotional package."

The SSL certificate bundled with the Pro account is a "free or discounted service" as described in this section. Your cancellation of the account would be considered a downgrade of the subscription, therefore you were charged the applicable fee for the SSL certificate.

We hope this adequately explains the reason for this charge. Please feel free to contact us if you have any questions.

6/22/2015 Problems with Product/Service | Complaint Details Unavailable
6/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bluehost refuses to correct an issue involving the .htaccess file, which is responsible for setting up page redirects. Bluehost reverted my .htaccess settings to default permalink settings, so all articles I have in a subdirectory ("/razor/") are redirected to the main site. I got a hold of someone in live chat that helped me resolve the issue, but it was only temporary as the problem reappeared again. I tried accessing live chat, but the customer service agent assigned to my case dropped out of communication. This happened one hour later. Then I filed a support ticket, which was left unresolved. Bluehost's service is consistently bad. Their server flagged my site for fake malware, and when the site had malware issues, they didn't help me solve them. My site has experienced various slowdown issues, which are unexplained. The host is often hit with DDOS attacks so they don't have any DDOS protection. Email addresses I created for the domain have been inundated with spam. Their spam protection filters out legitimate email. I often have a hard time sending out emails using Bluehost as several potential recipients told me they never received my emails.

Desired Settlement: I want a refund for the three-month renewal I just paid for the ****************** domain, a complete backup of all files and a service cancellation.

Business Response: Dear Mr. ****,

We regret any dissatisfaction or inconvenience you may have experienced while using our services. If you have decided that you no longer wish to use our services, you are already able to download a copy of your backup files at your convenience. Once you have done this, please contact our Billing department to cancel your account and receive a refund in accordance with our cancellation and refund policy.

Please feel free to contact us if you have any questions.

6/9/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Bluehost Inc (www.bluehost.com) is a hosting company that lures customers in name of unlimited hosting. I paid for 3 years upfront to enjoy a reliable and consistent service. Now at the time of service the company is looking for excuses and has even deactivated my account on May 26 2015 with more than 10 professional websites causing us loss of sales. The company didn't give any specific reason for deactivation nor gave any notice in advance so that I could take action. Moving website takes several months and a lot of work. This company blackmails customers on this soft corner. Now my website is off and a suspension message is showing damaging reputation of all websites. It doesn't respond on emails and fax messages. Chat keeps waiting. I am disappointed and looking for immediate solution.

Desired Settlement: I need refund of my money and $1000 per day compensation all the days Bluehost keeps my websites deactivated showing suspension message and till I am able to move all my websites to other hosting. It is going to take up to 3 months. Buehost needs is liable to pay the compensation for this whole period.

Business Response: Dear Mr. ******,

We regret any inconvenience caused by the deactivation of your account. The deactivation occurred because our server administrators traced a performance issue on your shared server back to your account. They found that the database system utilization consumed by the databases on your account was so excessive that there was a noticeable performance impact felt by all of the other accounts that share your server. Therefore, your account was deactivated. In such situations, we are unable to provide advance notice because our server administrators must take immediate action to maintain proper operations.

You retain cPanel access to your account, where it is possible to access your Joomla databases via the phpMyAdmin tool in order to diagnose and correct any issues contributing to the performance problem. If you do not possess the technical knowledge to troubleshoot databases in this manner, you may need to hire a web developer or database programmer for assistance.

With regard to your demand for compensation, it is quite clearly stated in the Terms of Service that your account may be deactivated at any time, with or without notice, for various reasons including, but not limited to, the determination of our administrators that your account is adversely impacting other customers. Further, it is also stated in the Terms of Service that we are not liable for any losses due to site downtime. Therefore, we will not be offering any kind of compensation for this issue. Your account will remain offline until such time as you are able to correct the account performance issues. Once you have done so, our Terms of Service team will be able to reactivate web services and bring your sites back online.

5/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had two accounts with Hostmonster Inc. One of them (******************) was expiring on April 15 2015 so I called on April 14, 2015 to close that account. On April 20 2015 thinking they had enough time to process the account closing, I went online and tried to transfer and add the domain as an add-on to my remaining open account with them (******************). For this account I had paid hosting for one year in advance, on July 29 2014, with invoice number *******. I called technical support on April 20 around 9 am and the customer service representative, while he was looking into the problem, he told me that if I would move from the "Plus" plan I was on on a "Pro" plan I would get more features for the same amount of money. I told him that as long as it doesn't imply me paying for more than three months at a time it would be fine, as I am on disability following cancer treatment and I do not have the money and cannot afford to pay for more than three months. I repeated that to him at least three times during the call. I thought that as the account hosting was paid til July 29 2015 I would probably have to pay only a few dollars representing the difference between the discount for paying one year in advance versus three months in advance. He assured me that wasn't the case and that I was going to be billed for three months only. After a few minutes of talking I received an email from Paypal that informed me that I had been billed for $486.25 and that the money had already been transferred from my bank account. Of course I freaked out at that and the customer service representative told me that it will be taken care of and the payment will be reversed and that he will put me through to billing after talking to them. When I was transferred to billing I got the message "this person is on the phone, please leave your phone and number and we will call you back". At that I almost had a heart attack. I only had $283 in my bank account and I knew that at the beginning of this week there would be auto pay utility billing, so I was looking at three overdraft fees of $35 each, so I first went on Paypal and disputed the payment then I called my bank and put a stop payment - and I had to pay a $30 fee for the stop payment. As I said I am on disability and SSI and my monthly income is of little over $750. I then called again Hostmonster and reached the same technical support customer service representative and he put me through to Billing, where I asked that my account would be re-instated the way it was and that I would be compensated for the $30 stop payment fee as I did not authorize the $486.25 payment, on the contrary I had repeatedly stated that whatever the offer was, I must not be billed for more than three months, and asked for my account to be restored to the way it was before the technical support representative caused this whole mess and to be reimbursed for the stop payment fee I had to pay to the bank. The billing customer service representative stated that the new plan was valid only if paid in advance for at least a year (the technical support representative had not mentioned that at all, on the contrary, assured me I would be billed on a month to month basis), that the credit I had on the one year in advance hosting had been applied versus the three years in advance new plan and that I had to pay three months towards reinstatement of my account to the former plan I had paid one year in advance for otherwise my account would be closed and my websites taken down. I tried to explain to her that I had already paid for a year in advance with the discount applying for the paying in advance for one year, that I was already $30 out of pocket because of their mistake. I asked four times to talk to her supervisor and in the end she transferred me back to the technical support to one of the supervisors there. I talked to a supervisor named ******* and he assured me that a manager named ******* will be calling me shortly. I got initially a call from said ******* half an hour after that, and he told me he will be calling me back as "he had to pull a few people to solve the issue". I was stuck to the phone waiting for the call, somehow I got a voice mail from ******* stating basically the same thing that the billing CS had said, plus I had to pay the domain registration (which I had paid on May 22nd 2014 for one year). The way that they explain it is that they billed me for three years for the plan that I had stated expressedly that if I am to pay for more than three months at a time I do not want to be on, and they had credited to that plan the amount I had left over from paying hosting and dedicated IP for one year. I tried repeatedly to contact them again, finally at around 3:20 pm I was able to get through to the CS and I was told to wait because they will be putting me through to someone else as both "*******" and "*******" were busy with other callers, I was on hold for 20 minutes after which the call terminated with a survey.So right now the account I had paid for one year in advance is closed, and I have still yet to see any amount that I had paid in advance for one year; I am out of pocket $30; all my websites are down, and as two of my websites have paid memberships I have started to receive emails from the members requesting refunds so I might be out of pocket with way more than $30. I have no idea if they closed my ****************** account or not. If that account would have been closed the way that I expressedly requested on April 14, none of this would have happened. I finally talked to "*******"on April 20 at around 4 pm CDT and he assured me that everything was back the way it was, but with my account being hosted only until the 20th of July not until the 29th (I tried to understand why but was given no explanation) and that he will "try" to get a refund for the stop payment fee. I checked and the websites were indeed up but by that time I was so exhausted I decided to work on the websites the next day. Unfortunately, the next day, April 21st, surprise surprise, my account was closed, my websites down, and I had received an email that my account was closed "for chargeback". I tried repeatedly to get hold of "*******" who apparently either hadn't come in yet, was on his lunch break or was in a meeting. In the process I talked to one billing agent, two Technical support CRs and apparently a billing supervisor. I was assured that "*******" will be calling me before the end of the day, as he is there until 6 pm. It is now April 21st, 8 pm CDT, I was not contacted by anyone, my account is still closed, my websites are still down and the emails from the paying members just keep coming. To add insult to injury, I had just received an email from hostmonster informing me that... my hosting account (yes, the suspended one) is set to expire in 89 days!

Desired Settlement: I want my hosting account ****************** be reinstated to the way it was before without me having to pay extra money for that, and that is to the date of July 29, 2015, with the same terms it was (Plus plan and dedicated IP). I request to be refunded the $30 stop payment bank fee I had to pay and any other monetary losses that might arise (membership refunds) until my account is reinstated and my websites are brought back online. I think that at this point, considering that: 1. the emotional and physical hardship this whole situation has caused to me (I thought I was going to have a heart attack when I saw that the payment for three years has gone through to my bank), and with my multiple medical issues it has affected me greatly; 2. for the fact that all my websites have been down for two days and will be down for an unknown amount of time until this issue will be solved, so I am losing customers and I'm facing having to issue membership refunds; 3. all the hours I had to spend on the phone to fix the problems they have caused (I was on hold for 4 hours and 27 minutes, added up), two completely wasted days trying to get this whole mess fixed, that caused me to not be able to take care of anything else, not even cleaning the house or grocery shopping or gardening as I had to stay stuck on the phone either on hold or waiting for "*******" to call me; and 4. for causing me to be actually unable to buy even food, as for 24 hours until the stop payment cleared I had no available balance in my bank account and no other funds. for all these reasons I think I should be offered at least three months of free hosting. The way these people have treated an issue the incompetence of two of their employees has caused and the lack of professionalism towards a customer they had for over 7 years is appalling.

Business Response: We regret any inconvenience that may have resulted from your recent billing difficulties. We have reviewed the situation and have issued a credit to your account for 3 months. The additional hosting time has been credited to your account.

4/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: first l;et me say i have tried by ohone and via email feedback AT bluehost.com to outline my issues no one responds phone calls get me nowhere and like theirs, my time is valuable. here is the present issue . i will also detail an older issue. from january of this year. present issue is i call in, as i am working on finishing a new site on their server and ask about questions WITHIN THEIR SCOPE like moving tables, files and get answers from techs who really do not know the answers telling me that my query is not within the scope of support when clearly it is.. the issue is they do not know the answer. Today i waited 40 minutes and asked what i have to do on a server to make my ************ site go to ********* and i was told by andrew that i am asking a joomla question. I told him i need to do something on bluehost c panel. this is a very common interaction. last week i was told by ** *** that i did not seem to be able to do this transfer and he asked me why i am using joomla. Could not answer me at all on what i asked about moving tables This is unbelievable. I get no answers from written letters or emailing feedback.My time is valuable too Older problem,. still unresoilved. I requesting billing credit and it never came through. i am not spending my life on the phone when i have ben inconvenienced already. Back in janaury i called in on 23rd i saw all my sites were down. When they were put back up ********* was not restored correctly. after m,any calls they were put back up correctly. but ***************** was taken down again when they said they needed to take it down to address an issue. Well no one knew how to put it back up correctly. I lost business on both and revenue and ************* is a non profit so this had other implications. there too i am affected by glaring incompetence. One tech told me ***************** was broken i had to be on the phone hours and pray to get someone competent to get it restored when bluehost took it down . HELP Again i file this since NO ONE responds from within the company. i want something for this and COMPETENT help which should not be the luck of the draw as it currently is. BIG disparity in quality of help.

Desired Settlement: I want credit for my losses in the form of competent help, training of techs to be more uniform with those who are competent and billing adjustment. if not i will seriously rethink where i go. I had been referring bluehost but not until this is resolved. i have had it.

Business Response: Dear Ms. *********,

We regret any inconvenience you may have experienced while contacting our technical support staff. Please understand that the primary role of our technical support team is to assist customer in the resolution of server-related issues. Most questions related to the administration of the software loaded on the hosting account are outside of the scope of support. While our staff can assist with general administrative questions such as "How do I move a file between directories in File Manager" or "How do I configure my email client," a more detailed question like "teach me how to move tables in PHPMyAdmin" is not something that we would provide help with. Those questions should be directed to a programmer or web developer, or resources may be found on the internet via web searches.

We would not be able to provide compensation for any issues related to disagreement over what is or is not covered by our technical support staff.

With regard to your question on billing credit, please provide more information so that we may investigate. What was the credit related to, and when should the credit have been applied? Is there a help ticket associated with the credit request?

Consumer Response:

 I am so sorry there is a misunderstanding. bluehost took my sites down when they failed to restore the right version upon my request. that clearly is within your scope of support o restore a site to current version from back up. Often I hear that same excuse from unqualified techs.

Please tell me what is not clear. I want credit for the time my sites were down when your company took them down for what was supposedly a need to restore the first one. Also for time lost, sales lost and all the repeated calls I made with no solution

I want what you would want if you had to explain to your board why ***************** was not up and when it was finally restored it was retored to wrong version and I was told it was broken. please help. please.
Complaint: ********

I am rejecting this response because:

Sincerely,

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

Business Response: Dear Ms. *********,

The backups we provide are created from the material present on the hosting account at the time the backup process is executed. There is no guarantee that a particular version of software will be present, or that a backup from a particular date will be available. It is within the scope of support to restore a backup file, but it is not within the scope of support to ensure that the restored software is functional.

We regret any server downtime that you may have experienced, but under the Terms of Service, compensation is not offered for downtime or any other losses. As a gesture of goodwill, however, we have extended your hosting services for an additional month at no cost to you.

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.

Sincerely,

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

The answer does fall short of accountability and does not accurately depict what I endured. the reality is the quality of tech help there has decreased. If your TOS does not include accountability I need to rethink my customership

4/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My domain hosting account for ************** was renewed ffor $359.64. I was unhappy with the amount they charged, so I called to make other arrangements. I initially spoke with *****, and he was unable to find a plan suitable to me, which provided only email forwarding. I had no need of web hosting. I arranged to transfer the domain to another registrar, who could provide me with the desired services. I called back to get a credit of the renewal, and spoke with ****** ******** (************ x ****). She said that she was only able to refund $344.65. I explained to her that the existing term for the domain expired on April 29, and that even as we were speaking on the phone, Hostmonster was no longer in control of the domain. She explained that the domain was free with the service, but since I am no longer receiving the service, they are withholding $14.99 for the domain. So, I am paying for a domain name for the next year, with a provider who does not control the domain name. Hostmonster is retaining money on a domain name they do not control, and for which they are not providing any services under that domain name. Further, the current contract term has not yet expired on the domain name, so they are unjustly retaining those funds.

Desired Settlement: I would like a credit of $14.99 for the cost of the domain name.

Business Response: Dear Mr. *****,

We apologize for any misunderstanding regarding the cancellation of your domain auto-renewal. We have refunded the $14.99 renewal fee. Please allow 3-5 days for this refund to appear on your credit card statement.

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.

Sincerely,

***** *****

4/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased two website domain names and hosting service one year ago front bluehost. The company has a convoluted auto renew system that makes it very difficult to turn off both hosting and domain registration. So, I called their help desk about two websites that we're coming to and end. The first one on March 15 2015 and the second one in April. The sites were ********************* and ***************. Knowing the challenges with navigating their system with regards to turning off the auto renew function, I called in on march 01st 2015, my site for *********************, was to expire on march 15th 2015. I told the agent I wanted to cancel my service for both sites. They walked me thru the process and I asked if I was good. I was told everything was good, I would not be charged. Little did I know I was actually already charged for the domain name registration for ********************* 30min prior to my phone call. The agent did not tell me and my credit card had not yet registered the charge. I received my statement yesterday and noticed a charge for 34.76 CND from bluehost, when called I was told there was no record of my phone call and the charge would stand. After 1hour of back and fourth, they finally found the call log and I was able to get about 11 dollars refunded, but the rest was being kept. This auto renew process is a scam and should be illegal, it is very difficult to remove and requires multiple screens on there site to disable both hosting and domain name registration.

Desired Settlement: I hope the stop this auto renew process and I want a full refund.

Business Response: Hello,

We regret any confusion that you may have experienced when attempting to cancel your account and domain. However, the process to disable auto-renewal is not difficult and instructions are available in our helpdesk article at https://my.bluehost.com/hosting/help/503.

A partial refund was previously issued for the amount disputed in this complaint - today we have issued a refund for the remaining amount. Please allow 3-5 business days for the refund to appear on your credit card statement.

4/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Mar 30 2015 re Bluehost.com. They advertise heavily its low monthly rate and full money back guaranty. Upon checkout we of course believe that same low regular monthly fee billing. Upon order checkout the order form did not disclose the amount of the credit card charge or ask us to agree to the charge. Soon we get text message notice from American Express they charged our card for $526.00. Immediately we checked with Bluehost.com and get put on hold several times for very long times on hold so we give up calling and must hang-up.. After several days of trying to call we email them instead and get a very slow reply by email that they always charge all accounts 3-years in advance! We quickly object as we never agreed to that or was it disclosed upon checkout. They say we can only get refund if we complete a cancellation form however the form was never received after several emails about it. Next we proceed to file a credit card chargeback. Bluehost then tells us to login to access the cancellation form for refund. Problem is they have policy off closing the account and stopping all access due to a chargeback. That means we can't login to access the form. We also can't cancel any other way without the password and login info. We don’t have the password and can't login even if we had it since account access was blocked. They then fight chargeback on ground the online terms of service reveal all accounts are prepaid for 3-years and amazingly AMEX agrees with them and is on their side over the ** about the online 3 year pre-payment disclosure. But what about the full money back guaranty if not satisfied? What about the lack of disclosures of the charge amount on checkout? What about the fact we never used the account or ever logged-in, never hosted anything, and received zero benefits or service? Why is that not important to AMEX and Bluehost? This is the biggest rip off and alleged most corrupt company re online advertising/marketing, billing and refund policies we have ever dealt with. Next we need to file a new chargeback and also a small claims lawsuit but what a hassle! Do not use bluehost.com for your hosting needs under any circumstances or you too may be ripped-off? ***** ***** Mar 31 2015 re Bluehost.com. There's NO WAY we agree to accepting the new Bluehost Terms of Service today to get a refund. Why? Because you refuse to allow us to reset the lost password and access the cancellation form to cancel UNLESS we first agree to accept your revised terms of service updated on Feb 19 2015. There is NO WAY we will accept it. More on why... First the agreement says we must agree to pay a $25 fee for doing a chargeback. No way we will pay that unjust fee. Next you say the refund policy after 30 days is relevant but fail to reveal the exact refund amount other than it being prorate but leave it subject to various other fees you may impose such as the $25 chargeback fee, and other possible deductions. We tried hard to cancel immediately when you wrongfully charged 3 years in advance without permission or disclosure upon order form checkout, and you made it impossible to cancel and also failed to provide your required cancellation form and left us on hold forever during phone calls about that to your billing dept. Later you very slowly replied by email but well after the 3 day cancellation window expired and still failed to send the cancellation form and blocked access to the account too. Another reason we will not accept your terms making it impossible to change password and complete the cancellation form is that you want us to agree to pay your attorney fees and indemnify you, plus we must agree to take legal action in Utah only but we can't travel to Utah for only a $526 lawsuit but you want us to agree to that and signoff saying we are not allowed to sue you in Arizona. If we agree to your terms we are not able to file lawsuit in our own state as we would desire. Therefore. It seems the only option is for us to continue with all planned complaints including ripoffreport.com, the BBB the Utah Attorney General Consumer Fraud Div. and an AZ small claims lawsuit unless you give a full refund NOW. Sincerely, ***** *****.

Desired Settlement: full refund warranted. they charged us using fraudulent advertising and non-disclosed at checkout 3 year prepaid billing, did not mention the 3 yr prepayment on check-out and now are using blackmail saying unless we agree to the new terms of service agreement they will not allow password to be changed, account login, or issue refund by not allowing access to their cancellation form.

Business Response: Hello,

We regret any misunderstandings you may have experienced. We do show the cancellation form has been sent to you on several occasions and has yet to be completed. Filling out the form when we initially sent it to you on March 12, 2015 would have resulted in cancellation and a full refund.

At this time we have cancelled your account and issued a full refund to the payment method used to purchase the account. Please allow 3-5 business days for the refund to appear on your credit card statement.

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

Additional Notes

Complaint: Hello. I have had a few hosting accounts with Bluehost and still have to accounts with several domains. I am on auto bill for just about everything related to my account for convenience. Recently I looked at my bills and saw that I was charged a dramatic increase for the renewals (from 4.99$ to 9.99$ a month) and am very discouraged by it. I contacted Bluehost and they helped correct the charges for one of my accounts other accounts. It resulted in a credit back to the credit card for the 3 year renewal from a 9.99$ monthly rate to about a $6 monthly rate. Although I started at a 4.99$ rate I was satisfied with this rate. I don’t mind a general increase but with a near doubling of the price – a penalty for auto-renewing rather than manually renewing. I not only find the price increase challenging but also the fact that it occurs for auto-renewals which I would think would allow me to get a loyalty or competitive rate, that I can get through auto-renewal. When we looked at my other account- Infinium, the representative said that she could not make the same changes to the account because it was over 30 days. I am a loyal customer who has had several accounts (CM, NSC…) and as such I don’t expect that my rates for auto renewal should be jacked way up. Also just because it is beyond 30 days I don’t find that this is a fair excuse not to resolve the issue. I have contacted Bluehost several times about this and tried to elevate it without any response. The regular representatives have said they do not have the power to change it and that higher level people have to do it but none have responded to my requests.

Desired Settlement: Id like this issue to be escalated and resolved with a credit back of about $105 that was done on my other business account. Id like to continue being a loyal and satisfied customer.

Business Response: Dear Mr. *********,

As you may be aware, there are a number of businesses that offer services for a heavily discounted introductory rate and then increase the price to a standard rate once that introductory period ends. We offer our services under a similar model.

We value your business, and therefore we would be happy to offer you a re-pricing of your term to the current introductory rate of $6.95/month. We will refund the difference between this amount and the amount you were charged for the entire 36 month term you selected. Please understand, however, that at the end of this 36 month term, you will be charged the then-current standard rate for your hosting package.

If this is acceptable to you, or if you have any other questions, please advise.

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.

Sincerely,

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

3/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Contacted the company in November 2014 to renew hosting and SPAM services. Made arrangements for 3 years of hosting services and SPAM filtering and was invoiced and my credit card was charged. On February 23, 2015, my credit card was charged $210 for SPAM services that were part of my November invoice. When I contacted billing, I was told that they are charging for additional domain SPAM services. My reference to the November 2014 invoice where I had the services as part of my 3 year agreement was met with ridicule, and was told that they charge additional fees for the SPAM services despite the fact that they were shown to be included with the invoice for which I already paid for 3 years. This is borderline fraud in my opinion and I want it on record that this company is doing business in this manner. I had them remove the services from my account and reverse the billing. The services should be part of my account at no extra charge since it was part of my 3 year agreement billed and paid for in November 2014. It has to be illegal for a company to rescind on arrangements that were already paid for in full and attempt to bill extra for them at a later date.

Desired Settlement: Reinstate the services that were already agreed to without additional billing to my credit car.

Business Response:

It appears there was an issue with our billing system and it assigned three SpamExpert packages to your account without a charging you for the services when the package your hosting account is on only offers one SpamExperts. This should not have been allowed to occur and the system corrected itself when your domain name auto-renewed.
We absolutely understand how you must feel, and since we appreciate the business relationship we've shared for the past 8 years, as a token of our appreciation for your patience and understanding we are prepared to offer you SpamExperts on both your ************** and ************** domains for one year. This would be the maximum I could offer at this time.

3/4/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Deceptive guarantee only gave me back $11.39 versus $31.39 I paid. When I tried to reverse the deletion of my account I was told to talk to the "cancellation department" which does not exist in their directory. Money was not credited back to credit card, so they should be able to reverse the transaction. They wanted me to pay $89.88 to restore my account.

Desired Settlement: Restore my account with no extra added fees.

Business Response: Dear Mr. ******,

It appears that this issue has already been resolved following further correspondence with our Billing department.

Please contact us if you have any additional questions.

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.

Sincerely,

**** ******

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

Additional Notes

Complaint: I set up my web site for my rental business on Just Host. Just Host, the, without notice to me, eliminated by ability to edit the web site. I set up my web site for my rental business on Just Host. Just Host, the, without notice to me, eliminated by ability to edit the web site. Management failed to respond to several complaints. Support say too bad that I am stuck. This is the worst company I have ever dealt with.

Desired Settlement: I want Just Host to convert my web site to one of their current hosting programs so that I can edit my website.

Business Response: Contact Name and Title: *******
Contact Phone: **********
Contact Email: *****@justhost.com
Dear Mr. *******,

We regret any inconvenience you may have experienced with the discontinuation of support for RV Sitebuilder. cPanel, the software we use for server management, no longer supports the use of RV Sitebuilder and does not include it in recent versions of their package. RV Sitebuilder functionality was therefore removed when we updated the cPanel software.

Software updates are a common occurrence in the industry, and often an update will result in older material becoming incompatible with the new software. While this is unfortunate, it is not unusual.

If you do not wish to update your site and/or rebuild it using a newer site building tool, you are still completely capable of making edits to the site by directly editing the HTML and PHP files that were generated by the RV Sitebuilder tool. These files are accessible through your account control panel.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Just Host discontinued the service without notice to me. Their statement that they notified me is false. Moreover, they indicate above that I could still edit the site via the control panel but that is not what I have been told by 3 different service people at Just Host. The Company should be stopped from doing business. Examples of the responses that I previously received from Just Host are as follows:... "I am sorry you are having this problem. There is not a way to transition the site. The site will have to be built in a new builder. ...******, Level II Site/Script Compatibility" Another email to me from Just Host says: "The creators of the RV Sitebuilder platform stopped development on the system over a year ago. We sent notification to EVERY customer (NOT TRUE of ours who was using RV Sitebuilder at the time, we also later sent notifications out to EVERY customer we had, regardless of whether they were using RV Sitebuilder or not. ...We even had many customers complain about being unable to use it to transition their sites over to a new builder, so we continued supporting it long after the company who originally created it had stopped supporting it.
I apologize for the trouble, and I know this is a huge inconvenience, but we did everything in our power to notify everyone affected by this, and offer to assist them with the transition to a new builder. NOT TRUEThe trouble now is we do not have any resources available to us to assist with RV Sitebuilder anymore. There is no backend system access, and the platform itself has not been 100% compatible with the recent updates of cPanel (since about 6 months ago). Some people have not had issues using it, where other have had it break randomly with further updates. .. we do not have the resources to maintain another company's software, especially when they are not supporting it themselves anymore. ...******, Level III Tech Support Engineer" and another email from JustHost says "I'm very sorry, RV Sitebuilder is gone, and we won't be bringing it back. ... now that it is finally deprecated, gone, you're stuck. RV Sitebuilder is no longer supported by us, at all, it has been removed and that is why you are seeing the redirect loop you are seeing, because there is no builder tool there any longer. ... But at this time RV Sitebuilder is dead. *****Web Advisor Justhost.com"

Business Response: Dear Mr. *******,

We believe that our techs' response to you stating that you could no longer edit the site was made with the assumption that the edits would be made via RV Sitebuilder. This is correct - you are unable to edit the site using that tool, and it is likely that the pages generated by that tool cannot be imported into a new builder.

This leads to our statement from our previous reply, where we said that you would either need to update/rebuild the site in a new builder, or directly edit the files. The files can be accessed via the control panel and edited, but there would not be any sort of "builder" interface presented to you. You would see, and would need to edit, the actual HTML or PHP programming code in the file. While we acknowledge that this would be a more difficult method of editing your site, it is still an available method.

In any event, conversion of your site to be editable in a new builder is not something that we would be able to offer to you.

Consumer Response:  
Complaint: ********

I am rejecting this response because: 1. They never notified me that they were discontinuing RV Site Builder. 2. They sold the service as consumer friendly, do it yourself; that is no longer true for me. Their tech people now say that I need to hire someone to convert to their new system. They do that for others for a fee, and I think that they should do it for me for no charge since I was never notified that RV Sitebuilder was being discontinued. Read the responses that I previously quoted from their tech service people; the responses are outrageous. This company should be prohibited from doing further business because of the lack of notice, their practices and tone of their service people.

Sincerely,

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

Business Response: Dear Mr. *******,

We do continue to offer user-friendly site builder options other than RV Sitebuilder, and you are free to take advantage of one of those. However, while we do advertise that site builders are available (and they are), we have never implied the continuing availability of any one specific site builder.

As previously stated, we would not be able to offer a free migration of your site to a new builder. However, in recognition of the inconvenience you've experienced, we have extended the term of your hosting service for one month at no cost to you.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I unable to access or edit by website because JustHost discontinued to the RV SiteBuilder without notice to me. I feel that I am entitled to their mitigrating my site, at their expense, to a system that I can edit or they should provide a complete refund of everything that I paid them. I am losing customers because of their actions. The web site and hosting is now worthless to me.

Sincerely,

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

2/5/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Last year, I ordered an Extended Validation SSL certificate from this hosting service. It was about to expire, so I renewed it today for $199.00. After renewal, I noticed that the extended validation part of the SSL stopped working. After calling tech support, they explained to me that the EV part of the SSL I had was just a "free trial" and I'd have to pay extra with Comodo to get it back. They also said they cannot refund my money, even though they have much cheaper SSL's to offer, and they didn't give me the option of selecting one of the cheaper ones, or warning me that the renewal was going to remove my extended validation.

Desired Settlement: I want to be refunded in full and for Blue Host to be penalized for false advertising and forced to disclose the details of the renewal in the future.

Business Response:

Dear Mr. ****,
We regret any inconvenience that may have resulted from this issue. As per the Terms of Service for your hosting account (http://www.bluehost.com/user-agreement#nonrefundable-fees), amounts paid for the purchase of SSL certificates are non-refundable.
Also, you did not purchase an EV SSL from us, as we do not sell them. We do offer a "Comodo SSL" certificate, which is what you purchased, that has a free EV upgrade available for the first year. It is clearly stated at the time of purchase of the Comodo SSL that the EV upgrade is available for only the first year. No warnings were given regarding the EV upgrade because we had no reason to believe that you did not understand the nature of the product you had purchased.
Because there was no error on Bluehost's part, we do not believe a refund is warranted.

1/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bluehost Reseller Hosting was recently sold to another company but as an existing customer I experience endless problems that were never resolved. In July, 2014 I moved my websites to Bluehost and used their Sky Blue Reseller package offerred at the time. Two of the key reasons were that they include a license for a billing software (WHMCS) and a Spam Filtering application called SpamExperts which is easily integrated into their control panel. Initial setup was great but by the time late August came I experienced numerous issues. This Spam software was key and for some strange reason there is a glitch where every 30 days it auto-cancelled without warning which caused me to have to re-enable it for all of my domains. This happened every month but it did cost me two customers who left because the spam filtering was unreliable. I have opened tickets, e-mailed support, and called about this issue. They told me it was resolved every month but the next month it reoccurred. I also had to reinstall the free WHMCS billing software but after requesting it to be reset so I could reinstall it in November, it would no longer issue a license for me to reinstall it. I contacted support via telephone, live chat support, and their online ticketing system. They acknowledged the issue but said they will have to open a project with their internal team. I was informed there would be no refund or partial refund and I have to wait until this is resolved. Because of the necessity of this, I had to go out and purchase this on my own in order to use the software since I could not wait as this holds me back from making sales. Lastly, I experienced issues with the control panel that they modified that connects into each website to control passwords. I have two documented instances where I contacted support because the passwords stopped synchronizing and locked my customers out of their website. Although I would normally not bring this up to the BBB as a technical issue, I just want to mention as yet another issue experienced. Support got back to me one week later (in which case it already had been resolved on it's own) . I have since cancelled my reocurring charges with the company and moved my websites elsewhere. I think they have great potential of providing a solid product but their technical support and customer support are lacking severely and I hope they take this opportunity to resolve these issues.

Desired Settlement: Ideally, I would like a full or partial refund. I lost two customers that had the potential to be more than $232.29 but I have to take the blame for trusting another company with their data. Any type of refund would be great to have although their billing contacts have refused this. The more important issue is to make sure the issues I experienced are acknowledged by someone higher up in the company. I spent a lot of time reaching out to support people and being escalated but never really spoke to someone who acknowledged these as major issues or cared. Please address this internally.

Business Response:

Mr. ******,
It is always our goal to not only meet but exceed our customer's expectation in services and support we apologize if your expectations were not met in this situation. 
We are aware of the ongoing issues our reseller accounts have experienced regarding Spam Experts and the Billing Software. Due to the complicated nature of both services it is taking our top level administrators and developers a longer amount of time than we typically see to resolve these issues. We do apologize for that extended period of time and effort you've also had to provide to work towards a resolution. 
Currently your account is set to expire on 01/24/2015. If you resolve your charge back issue with your bank by sending us a copy of the disputed credit card, a government issued ID matching the name on the card, and authorization stating the disputed transaction is valid we would be happy to back date your refund to your renewal dated 11/09/2014 as a good faith gesture.

Consumer Response:  
Complaint: ********

I am rejecting this response because: i am glad to hear that the spam software and billing are taking too priority but these were two reasons why I moved to your service originally. This took hours of work to move my customers over only to find the services offered to be flawed and not as advertised. This is why I spent another large chunk of time moving my customers again to another providers. The costs here are high and moving to Bluehost in the first place has only cost me time and money. It was my hopes that a larger refund would be do including some onetime fees that took place before November. 

Having a refund from Early November until my last billing cycle is minimal and a rather big slap in he face with the lack of service I have received as a customer. 

Sincerely,

***** ******

Business Response: We make every effort to resolve any technical issues that may arise. We regret that you had a negative experience with our company. We have issued a refund to the payment method we have on file for your account in the amount of $***** (2 months hosting) as a show of good faith effort.

1/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Business website was down for over 24 hours, BlueHost failed to notify customer. No support provided. Lost time and money on my business. Purchased services on 09/30/2014, invoice ********. Web site has not worked properly, due to BlueHost experiencing issues. On 01/2/2014, our website was shutdown for over 24 hours, costing our business to be shut down. Bluehost failed to notify us, or mitigate risks. After speaking to 2 tech reps, no support was provided and no manager ever called back.

Desired Settlement: A refund. I want my account fully canceled at once

Business Response:

Hello,
Our records indicate on 01/03/2015 your hosting account was canceled and a pro-rated refund issued to the payment method on file at your request. The refund can take 10-14 business days to be received.

1/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Contracted them to build a web site. It is currently unuseable and incomplete. On September 29, 2014, I contracted with Bluehost, Inc to build a web site with a web store using Wordpress and Woocommerce to replace the current one I have which they are hosting. I specifically stated I wanted it to be able to use PayPal and Credit Card processing and linked to my current accounting system, Quickbooks. I initially was told it would cost $639.99, which was required to pay out front. The person the company assigned to build my site was *****. (no last name given) Once they started building the site, they came back and said that my site required more pages than they originally thought so I had to pay an additional $300.00. Keep in mind that they should have known how many pages it took because they were copying off of my current site which they are hosting. Then they came back again and said they needed another $300.00 because they needed more pages to complete the job. Communicating with them was a nighmare because they claimed to not have telephone support. (in the 21st century)Every time I sent an email to them, I would not get any response whether they received it or not. Speaking to a representative from PayPal, I decided that PayPal Pro would be the best option for credit card processing and using PayPal. I forwarded the key code and API Signature to *****. For two weeks I sent followup emails to him asking him if he got the information. I received no response. I then called the sales department who originally made the contract with me and asked them what was going on. I wanted this site to be up and running by the 2nd of January 2014. At no time would they let me go into the back side of the site to see how it worked and was told I had to approve the site before they would let that happen Now that the site is supposedly finished, there is no credit card processing capability. They now say, "No we don't support addons." The contract was that the site would be built to MY specifications and that included credit card processing. Having a web store without the ability to process credit cards is like buying a new car and when it is delivered it comes without an engine. It is ridiculous. Now that I am finally able to get into the back end of the site,I had a technician from PayPal go into my site and see what was up. He said that the PayPal Pro was installed and was working properly but there is some kind of bug in the web site that is not allowing it to show up on the site. I have passed that information on to at least three different people from Bluehost and asked that a manager or supervisor call me so that this site is finished and working. No one has called me and the site is still not working. After reading all the other complaints BBB has received from this company it is becoming apparent that this company is quick to take your money but has no intention to provide the product it is contracted to provide.

Desired Settlement: Either build the web site to my specification as originally agreed or refund the $1239.99.

Business Response: Dear Mr. ********,

We regret any dissatisfaction that you have regarding the Site Design Service. While our Design team makes every effort to create a site to customer specifications, it can happen that the requested specifications fall outside the scope of the design service and/or require additional labor to complete. This is why the two additional $300 charges were requested by the design team. The initial $639.99 fee covered only a five page site but did not cover the addition of any ecommerce functionality or other plugins. In a message to you prior to the start of the site design, you were informed: "Setting up ecommerce on your site has an additional $300 fee that would need to be paid before we could begin to cover integration of the ecommerce system WooCommerce with your template. Integrating the WooCommerce system with your software is possible, but you would need to purchase additional extensions for WooCommerce to handle the integration...With these extensions you would be responsible for purchasing and installing them, as well as any setup that was required to integrate with your existing software platforms." Thus, our design team had established at the beginning of the process that they would not be responsible for certain aspects of your site design. If this was unsatisfactory to you, you should have requested cancellation of the order at that time. However, you did not cancel and development of the site was initiated.

After our design staff was finished with the site, they had indicated to you that the site was complete except for configuration of the PayPal pro plugin, which, as had been previously stated, was unsupported. The email also indicated that our staff had attempted to configure the plugin as a courtesy, but was unable to do so, and that the site was now ready for your final approval. After this email was sent, our system recorded that you accessed the design system and approved the following two statements: "I approve the site to go live as-is," and "I agree that my website design is complete and that no additional changes will be made to my website by Bluehost." These approvals concluded the design service.

We reviewed the site prior to this reply and found that we were able to add a product to the shopping cart and proceed to a checkout page via PayPal (though we did not make a payment). We realize that any errors previously present may have since been fixed, but at this time, the site appears to be functional.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

It is quite simple. This company lied to me from the beginning. First off, you can not access the site's  back end until you approve it. That way if it doesn't work or meet your specifications, They can simply say, "Well, you approved it!" At this point, it doesn't matter. I hired you. You cheated me. I fired you. Not only do you not get to maintain my new site, but you no longer will host my site. And I will do everything in my power to inform the world what kind of frauds you are. 
I have to believe BBB personnel read you comment and laughed their heads off. To think that you believe that you took a site that you were hosting and told I wanted the same information in the new site except I wanted the added feature of PayPal, and you could figure out how many pages you needed without nickel and dimeing me. You see, legitimate companies find out what their clients need out front and then provide a quote that meets the customer's needs. You fell woefully short of the requirement.
Hostmonster was a legitimate company that took care of its customers. Bluehost is not anything but a fraud.
And for any company out there reading this comment and deciding whether to use this company as their web developer, let me tell you -  stay away from this company as if it was the plague!

Sincerely,

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

Business Response: Dear Mr. ********,

Bluehost works hard to fulfill the expectations of our customers. Unfortunately, there are occasions where we are unable to do so, and it would seem that this is one of those occasions. We regret that we were unable to meet your needs, and wish you success in your future endeavors.

1/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: It often takes 25 minutes to speak with a representative to receive customer support. I signed up with Bluehost because I was promised timely support. I have attempted to contact Bluehost several times since beginning my business with them several weeks ago. Bluehost provides a website for my company, ******** ************* ***** (***). An employee of *** called them several times and waited over 40 minutes to address issues with our website. I have spent over 25 minutes on hold on numerous occasions attempting to have my simple solutions communicated to me, as promised. Bluehost has continually fallen short on customer service, which is what they market as a factor that sets them apart from their competition. This is not so. Having worked in this industry for a substantial amount of time, I know that other website providers offer timely support in an amount of time that leaves their customers feeling fairly treated. I do not wish to discontinue my membership with Bluehost at this point because it would be too time-consuming and too expensive to start the process at the beginning with a new website host. I want to bring this to the attention of the company in order for the customers' voices to be fully and formally heard. When I got through to the company, I was told Bluehost was understaffed regarding customer support. Classic over-promise and under-deliver. Understaffed means unprepared. Fulfill the guarantees you make!

Desired Settlement: I would like for this organization to honor their word and offer the product they sell to their customers, part of which they do not deliver in a timely and efficient manner. Too many businesses depend on speedy customer service because we have our customers who depend on speedy service from us and that often amounts to a properly functioning website. If the website isn't functioning properly, then it becomes your job at Bluehost to answer your phones so our business dealings aren't being further inconvenienced. Being understaffed is the same as being unprepared and, if staffing is the issue, then prepare yourselves to take on the high call volume that a business who makes such promises should anticipate. This burden shouldn't fall on the customers' shoulders in the form of unreasonably extended hold periods. GET IT TOGETHER!!!

Business Response: Contact Name and Title: *******
Contact Phone: **********
Contact Email: ******@bluehost.com
We regret any dissatisfaction you have with our technical support services. While we make every effort to answer calls as quickly as possible, there are occasions where, due to various reasons, customers sometimes are forced to hold for an extended period of time before our staff can answer the call/chat.

Our system records indicate that the extended wait times you are experiencing are not a common occurrence. For example, records indicate a call you made on December 19th where the wait was 2 seconds before a tech answered, and a call on December 27th where the wait was only only one minute and thirty five seconds. Therefore, it is plain to see that delays in response time can vary widely.

Please also be aware that our website does not imply any particular level of service for support response time, nor is a guarantee of response time stated in the Terms of Service. We understand your frustration, but there is no deceptive or fraudulent behavior happening here and we are confident that any investigation by a department of consumer protection will reach the same conclusion.

12/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company will not refund money owed. Company owes us $112 for a hosting account we closed. The credit card we used to originally open the account is no longer valid. Company will not issue a check for the refund, and will not process the refund to our new credit card. Have already spent over 2 hours on the phone with Bluehost. Company says we have to wait 15-20days for a "credit charge" to be issued to Bluehost by the credit card bank, and then open a PayPal account so that money can be credited back to us. Our business does not have a PayPal account and has no intention of opening one. Had to get transferred to four different customer reps, all of whom were either totally clueless (literally saying, "huh, I have no idea what that is. I guess you'll just have to figure it out") or rude, saying "anyone with a basic education can open a PayPal account". This company is complete, unprofessional crap.

Desired Settlement: A check issued in the amount of $112.52 and mailed to *** ******** ******* *** ****** ****** ********** ******* ** *****. This is the amount listed as the refund amount due on invoice #********.

Business Response: Contact Name and Title: *******
Contact Phone: ************
Contact Email: ******@bluehost.com
Ms. *******,

We apologize for any frustration you are experiencing with our refund process, we assure you your refund is en route to you. We would like to clarify the refund process entails: When we process your cancellation request our system will automatically issue a refund back to the payment method used. Typically at this point if you now longer have access to that payment method the bank would issue you a check and mail it to you. On rare occasions the bank will issue the refund back to Bluehost and at this point we would be happy to send a check to the provided address.

Please note we are unable to send a refund via check until after we have received the funds back from the bank in order to avoid issuing a duplicate refund. Unfortunately it can take between 3-4 months for the bank to issue the refund back to Bluehost.

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

Additional Notes

Complaint: They took our servers down with almost no warning and wanted $199 to bring them back online. Our VPS was taken off the web due to what they claimed was malware. A cs rep said the only way to get them back online was to pay what I assumed was a sister company, $199, to remove the malware and put it back online. They then ended the call. I called back demanded to be put online so I could get my files off and leave their ****** ******* host and only then did they tell me what they thought was wrong. I inspected the file, it seemed fine, but I deleted it and a few minutes later the site was back online.

Desired Settlement: I want this years hosting fees returned to us in the form of a check. This is unacceptable behavior.

Business Response: Contact Name and Title: *******
Contact Phone: **********
Contact Email: *****@bluehost.com
Dear Mr. *********,

We are unable to find any active VPS hosting account under your name, so we are unable to investigate your inquiry at this time. Please provide the primary domain name for the account and for security purposes, we'll need you to validate ownership of the account; please validate ownership of the account by providing one of the following:

- The last four characters of the password on your account.
- The last four digits of the credit card on file.
- An Invoice # (not Transaction ID) and date of a Paypal payment to your hosting account.
- Your PIN, established from cPanel -> Profile/Billing tab.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
********
****************
**********
*************

**!!

Business Response: Dear Mr. *********,

Thank you for providing account validation information.

If a hosting account is suspended due to malware, we do not require payment of any kind to reactivate the account. We only require that the malware is removed. Our support technicians will sometimes recommend services that can clean an account for a fee, but use of these services is not required. We believe you simply misunderstood our tech's statements.

Notice was provided to the email address listed on file that services had been suspended at the time the suspension was enacted. If this address is not monitored, we recommend updating the address on file to a new address that is checked regularly.

Should you wish to cancel your account, you are free to do so. You will receive a pro-rated refund for the unused hosting time remaining. We do not believe a full refund of the entire year's hosting fees is at all reasonable or justified.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
We searched the email account for the shut down email and it was not received.

I want a refund for the month of December.

Business Response: We have sent a cancellation email to the email address we have on file for your account. Please follow the steps provided in that email to cancel your account. You will receive a pro-rated refund for the remainder of your subscription.

Or:

In order to cancel your hosting account for ****************, please answer ALL of the following questions: Please note, additional explanations are available at the bottom of the email.

1. Your full name:

2. Please confirm the last 4 case-sensitive characters of the control panel password.

3. Please confirm the last 4 digits of the credit card on file.

4. Canceling the hosting account will delete the website and the websites of all the add-on domains, parked domains, and sub-domains associated with the account. Do you have a personal copy of the backup files? If "no," please specify if you need a backup of these files. *

5. What would you like your domain registration(s) renewal setting to be?

(Auto-Renew, Manual Renew, or Do NOT Renew)

*If backups are needed, you will need to retrieve them from your account . Cancellation can then be completed at any time. Canceling the hosting permanently DELETES all content for all domains (add-on/parked/unparked) on this account. This content includes but is not limited to emails, files, folders, and databases.

Please note because your account expires 7 days from now (December 2, 2014) the refund amount if you cancel today would be approximately 18 dollars.

12/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Without warning they shut down my 2 websites. Then refused the "guaranteed" refund when I switched to a reliable web host. August 2014 I changed registration to another web host and had to set up two websites anew, after they wrongly and without warning shut down my two websites. They know I changed--I could not do this without their cooperation. But they refuse to refund my payment and continue to send me solicitations for business. I have had websites since 1998 and used several hosting services, none ever as untrustworthy, none that ever made it next to impossible and time-consuming to reoeatedly send requests for refund. This company perpetuates FRAUD.

Desired Settlement: It took me hours and days to set up new websites from scratch, and my time is worth money. I still do not have all pages redone. I want my refund as od August and will file formal complaints with regulators unless they compensate me a few hundred dollars mor for my time. (As a litigation consultant I am paid $295.00/hr.)

Business Response: Contact Name and Title: *******
Contact Phone: ************
Contact Email: ******@bluehost.com
Ms. ****

We have reviewed your account and the circumstances surrounding the suspension and it does appear your account was being used to send spam via your contact forum/tell-a-friend which is a violation of our Terms of Service to which you agreed resulting in the suspension of your account. With your new hosting provider you may wish to enable a captacha or other anti-spam methods on your website to maintain your websites valuable reputation.

Please refer to http://www.bluehost.com/user-agreement. Section 4. For clarification per our Terms of Service we do have a 30 day money back guarantee also described in this section of our Terms of Service.

Through my review of your account you have not yet completed the requirements listed in our Cancellation Policy. Following this message in respect to the BBB mediation process and as a good faith effort we have canceled your account and issued a refund. The refund is back dated to August and is subject to the above referenced terms. The refund has been issued to the payment method on file and it may take 3-10 business days for the funds to be received by your banking provider.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
That was the excuse the idiot who shut it down gave me. I know I have never sent spam in all the years I have been on the 'net or the years I have had a website (sine 1998). When I reached someone in the compliance dept.(I would have too check my files for his name) he found NO violation, did not understand what the idiot thought he saw but idiot was not at work at that time.The savvy compliance tech restored the URL but the files were gone.

Previous to contacting the compliance dept. another not-bright so-called tech told me to sign up with a paid service that monitors when you are hacked (which he guessed happened to my website). I did and they gave me a clean bill--not hacked, no spam, nothing.

So the entire problem is due to some idiot who has too much authority. And Bluehosr is trying to squirm out of its contract and refuse honoring its own policies.

12/9/2014 Problems with Product/Service | Complaint Details Unavailable
12/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My website has been down for several weeks, I have called on 4 occasions, each time no help was given. Reps were rude and did not care. My hosting account has experience server down time for the majority of the last 30 days. I have called on at least 4 separate occasions to notify Blue Host. They offered my a free month, at first, however,my site has never gone back up, it has been consistently down for over 2 weeks. Each time I would call to inform them of the service outage , I was told it would be fixed immediately, it never was finally I requested that my site by moved to a server that was functioning properly. They told me they would not do that, but offer no explanation as to why, they told me I would annually need to do it myself (which I can not of, because I do not have the training) or hire someone to transfer it for me . Since the transfer would be internal, I don't see why bluest will not accommodate be considering their failure to provide service as agreed. The reps that I speak to were extremely rude and condescending, I would be put on hold for 30 - 40 minutes at a time and then eventually hung up on with No call back or followup communication

Desired Settlement: I would like me site be put live again so that I may transfer my files to another hosting company, I am extremely disappointed with my treatment. ******* never has issues like this, if one of their server was performing poorly, they would transfer the clients files onto a new server. They would not demand the client do that themselves!

Business Response: Contact Name and Title: *******
Contact Phone: **********
Contact Email: *****@bluehost.com
Dear Mr. ******,

We regret any difficulties that you've been experiencing with the VPS service. As of the time of this reply, your server appears active and you should be able to access your files.

Please feel free to contact our VPS support team if you require any assistance.

11/24/2014 Billing/Collection Issues | Complaint Details Unavailable
11/18/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: full money back guarantee is not full when they deduct charges "we deducted $11.99 for domain name registration and $9.99 for privacy protection." Purchased on 10/16/2014. Immediately canceled order same day within 3 minutes as received error message during setup, losing my faith in the websites abilities via online support support request *************. Contacted via ph. spoke to rep. ******* about cancelling order and full annual charges processed on 10/17/14. Was told by ******* that he would report the error message and leave note with billing to correct account charges and should be fixed no later than Monday 10/20/14 . Contacted ****** via support chat: Chat ID: *******. 10/18/14. Received cancellation email link to cancel account. 10/20/14 received email validation of account canceled and refund Total Amount Credited: $225.16 Invoice: #********, Order Transaction Code: ********. Was charged 247.14. Emailed 10/21/14 about discrepancy of "FULL MONEY BACK GUARANTEE" charges. Received email 10/21/14 stating "You have registered the domain name using free registration coupon. So, we deducted $11.99 for domain name registration and $9.99 for privacy protection." I responded back via email stating "How is it a free registration coupon if I am being charged, and I did not see anywhere on the terms that these "deductions" would occur when canceling within the 30 day FULL MONEY BACK Guaranteed. That is not my definition of FULL money back as I am not receiving what I paid. As a consumer, I will be filing a complaint with the FCC and informing others (got to love social media) of these false advertising and trickery and shady practices." The Anytime Money-back Guarantee states: If you're not satisfied with your Bluehost account cancel within 30 days for a FULL REFUND and as every Bluehost account is non-contractual, you can also cancel at any time and receive a prorated refund for the remainder of your current hosting term. You won't get locked in: Many web host advertise big discounts as a means of getting you in the door and locking you into multi-year contracts. At Bluehost we feel you should never be locked in and our money-back guarantee ensures your not stuck with a product that isn't right for you. That's why none of our hosting terms are contractual and we have no hidden penalties or gimmicky cancellation fees. ....Bluehost.com,(2014). If there is no gimmicky fees than what's with the "coupon registration" and withholding fees for registration?

Desired Settlement: Complete FULL MONEY BACK Guarantee as stated as part of their practices. Furthermore, website advertisement needs to be amended to reflect full yearly charges occur and not the 3.99 monthly fee.

Business Response: Dear Ms. ******,

We regret any misunderstanding that you may have experienced with our cancellation policy and money-back guarantee. We feel that we must point out that your claim (that the deduction from a refund due to domain registration is not disclosed on the website) is incorrect, though.

In your BBB complaint, you present a copy of the text displayed on http://www.bluehost.com/money-back-guarantee as proof of this lack of disclosure. However, the text that you presented to the BBB is not the entire text on that page and, in fact, the part that you omitted is the part that specifically addresses your issue:

"Note: Our anytime money-back guarantee applies to hosting plans, but does not apply to most add-on services, such as domains, given the unique nature of their costs.

What Happens to Your Domain

If you register a domain through Bluehost, there is a non-refundable domain fee. This not only covers our non-recoverable costs, but ensures that, even if you're dissatisfied with your experience at Bluehost, you won't lose your domain name. You'll be free to transfer it or simply point it elsewhere at your convenience. You retain ownership of your domain until the end of its registration period, unless you elect to extend it."

Nevertheless, as a courtesy we have cancelled your domain registration (at our cost) and refunded the remaining $***** from your original signup charge. Please allow 3-5 business days for this refund to post to your credit card.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
regardless of bluehost cancellation policy and money back guarantee. The advertisement of refund is not clearly stated in the disclosure. Consumers should not be mislead with two versions of disclosure and advertisements should clearly be precise and concise to allow consumers to determine if they wish to conduct business on specified terms without misunderstanding and being mislead. Perhaps as a company you will in the future make your policy more evident and upfront so as not to confuse consumers with which disclosure statement applies.

11/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Customer Service Failure to Assist or Allowance of Supervisor Correspondence BlueHost sent me an email concerning a TOS violation for spam/malware on my server. This has been an ongoing issue with the server since it was hacked over a year ago. They stated in July of 2013 that the matter had been dealt with and apologized for the downtime in which every client I was hosting had no web presence. Today I received an email about the TOS violation and that in fifteen days my entire server would be deleted. I went through the channels provided to assist me in restoration of service including an initial 45 min call on hold. Then like usual I used the phone tree to get to sales. They pick up rather quickly when it involves taking on a new client it seems. I was passed on to the customer service department, then transferred to the TOS department which picked up but the operator was not at the phone, instead he was moving around the office unaware of my phone call. Once he picked up he was unable to answer basic questions that I asked about the problem, he also insisted that the insecurity of their server was my fault. I explained what had happened prior and asked to speak to an administrator or supervisor. He was unable in 25 minutes to find a supervisor or provide an extension to reach one. He also told me that the ones that were there were leaving soon and he didn't think they would respond.

Desired Settlement: I want my server restored, VIRUS free or my money back including any domains that were purchased through their site. If my server is corrupted I would like them to migrate to a secure server.

Business Response:

Contact Name and Title: ******* *
Contact Phone: **********
Contact Email: *****@bluehost.com
Dear Mr. *******,

According to your account records, it appears that you have already resolved this issue with our Terms of Service Department. Please feel free to contact them again if you require any additional assistance.

11/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: HostMonster took an unathorized PayPal autopay for next year's service. When I objected, though paid through mid Nov, HostMonster locked my account. At about 2 pm on 10.10.14 I visited my HostMonster account to pay for a 3 year renewal. I had been alerted by eMail of a pending auto-renew. Every time I have dealt with HostMonster, I have made one-time payments and specifically requested manual renewals only, no automatic auto renew features on the account. Before making payment, I searched my account and found an auto-renew for a domain name that I registered a couple years ago using PayPal. I turned that off. I had a couple questions and contacted HostMonster via live-chat. 3 years worth of domain and hosting renewals came to $422. The live-chat operator said they could process the order, so I got out my credit card. I was then informed that the transaction was complete. I was surprised because I had always made one-time payments for my hosting service. There shouldn't be stored info. I soon received an eMail stating that the payment had been made via PayPal. I immediately notified PayPal to let them know of an unauthorized payment had been made. Because PayPal also drew on my credit union, I notified them (******: **** Credit Union) that HostMonster had mistakenly charged a PayPal account that had effected my checking account balance. I contacted HostMonster and said I wanted the payment to be made with a credit card, not PayPal. I gave them me credit card info and was promised by an operator named ***** that, even though right then the process was delayed, it would all be straightened out by the end of the business day (Fri 10.10.14. At 1430 I left for the weekend thinking it would work out. On Tuesday afternoon, 10.14.14, I discovered my web site with a "suspended" banner on it and that none of my eMail passwords would work. I called tech support who told me I needed to cancel my PayPal complaint. When I told them I would not, I was referred to billing. Billing told me to cancel the charge-back complaint or my service would remain locked down. I said again that the PayPal charge was unauthorized, and because nothing had been resolved as promised, I wished to cancel all payments, have my (already paid for in full) service restored to normal for the remainder of the term (until 11.19.14). I was then informed by billing that it was out of their hands. If I did not cancel the charge-back, they would not unlock my account. I asked if I could have that in writing. I was told to contact HostMonter's charge-back office, which was closed for the day. I contacted PayPal and informed them I felt as though I was being coerced. Having all access to my emails taken away has been inconvenient in a variety ways (to say the least). What surprises me most is that before this happened, I liked HostMonster. I recommended HostMonster. I had been a loyal and timely HostMonster client.

Desired Settlement: I do not want my account held for ransom. By not having access to eMails, I may be suffering unknown damages. I would like my account restored for the remainder of the term for which I paid in advance. Thank you.

Business Response: Contact Name and Title: ***** *****
Contact Phone: ************
Contact Email: ******@bluehost.com
Dear Mr. ***,

Our account records indicate that you have been in contact with our Chargebacks department and have already resolved this issue. Your account is currently online and active. If you require any further assistance or if the matter is not resolved, please let us know.

11/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my services online approx 2 months prior to the auto renewal date. I got charged anyways. Cust Rep acknowledged my attempt to cancel. I created a web page approx 2 years ago. The page didn't really serve my purpose so it was never really used in a way to benefit me. I forgot to cancel it prior to last years auto renewal so I kept it for another year and paid the fees. This year, I got online and cancelled it approx 2 months prior to my auto renewal (so I thought I did). On 10/4/2014, I noticed that I got charged on my credit card the auto renewal fee. On, 10/23/2014, I called Host Monster customer service and they said that I never cancelled the service. I told her that I did and she said that I only cancelled it partially (I think she said that I cancelled the Host but not the Domain). I told her that it proves that I made a reasonable attempt to cancel the service in a timely manner to prevent being charged again for the auto renewal. I asked her for a refund for the charge and she told me that it was to late. She made a notation in the account to cancel the service in 1 year. I told her that that was unacceptable and that I was going to dispute the charge. She got very confrontational with me as I did in return.

Desired Settlement: I am asking for the $25.98 to be refunded to my credit card account not knowing that I had to go to multiple screens on the web page just to cancel the same account. What good is a domain if you don't have a Host?

Business Response: Contact Name and Title: ******* *
Contact Phone: **********
Contact Email: *****@bluehost.com
Dear Mr. *****,

We regret any difficulties you have had during the cancellation process. Domain and hosting renewals are separate because it is possible for a domain to be purchased from us, but hosted at another hosting company. As you still own the domain *******************, you would be able to do this as well.

Also, we see that you have expressed a desire to cancel your account. While it has been set to expire, it has not actually been cancelled. If you would like, we can process a full account cancellation for you, which would result in a total refund of approximately $58 (as of Oct 27) and still allow you to own the domain.

If you would like to fully cancel your account, please reply with answers to the following questions:

1. Your full name:

2. Please confirm the last 4 case-sensitive characters of the control panel password.*

3. Please confirm the last 4 digits of the credit card on file.*

4. Canceling the hosting account will delete the website and the websites of all the add-on domains, parked domains, and sub-domains associated with the account. Do you have a personal copy of the backup files? If "no," please specify if you need a backup of these files. **

5. What would you like your domain registration(s) renewal setting to be?

(Auto-Renew, Manual Renew, or Do NOT Renew)

*If you cannot provide both #2 and 3, please provide a copy of the credit card involved in the disputed transaction along with a photo ID to match the name on the card. For security purposes, PLEASE block all but the last four numbers on the credit cards as well as any non-essential information on your ID such as date of birth, height, weight, etc. If you no longer have this card, please provide a copy of the credit card statement. The statement must include the cardholder's name and either the last 4 digits of the card number, or the disputed transaction.

**If backups are needed, please obtain them before proceeding with cancellation. Canceling the hosting permanently DELETES all content for all domains (add-on/parked/unparked) on this account. This content includes but is not limited to emails, files, folders, and databases.

10/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My credit card was charge with the following: 8/27/2014 $139.84 8/28/2014 $25.98 9/11/2014 $19.99 w/o my authorization. Want refund. Called my credit company and BlueHost automatically charged my account without my authorization. Requested that all the amount to be refunded but was refused. Website *************

Desired Settlement: Want full refund amounting to $185.84 for the charges to my credit card.

Business Response: Contact Name and Title: ******* *
Contact Phone: **********
Contact Email: *****@bluehost.com
Dear Mr. *********

Our account notes indicate that you spoke with our Billing department on 9/17/14, where it was determined that the charges to your account were the result of your daughter's use of your credit card.

We have reversed all remaining charges to your account with the exception of the nonrefundable $14.99 charge for the renewal of the ************* domain registration. The total amount of the additional refund is $34.48.

You retain ownership of the ************* domain and may choose to host and/or transfer the domain elsewhere at your convenience.

10/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sales Representative stated a full refund would be issued should website migration be unsuccessful. On 9/22/14 at 9:20am Pacific I called Bluehost to inquire about web hosting and website migration. The Sales Representative assured me that if website migration failed, I would be able to get a full refund for that service. I asked him what information I would need to provide for website migration, and he told me that he couldn't answer that question until after payment was made in full for both hosting, and website migration. In good faith, I paid. After which, he asked if I would need anything else. I told him I still needed to know what information I needed to provide to initiate website migration. He then transferred me - which I was on hold for 40 minutes. The person who finally took my call had no clue about website migration, and was completely unable to assist me. I then searched on the Bluehost website, and filled in the information requested to begin website migration - relaying exactly what was provided to me from my previous web service. I then received an email from Migration Specialist ***** stating, "I have attempted to login to your old hosting account using the information that you have provided me, and I was not able to in. I am going to need you to verify your login information with the old hosting provider and then resubmit it to us, so that we can complete your migration." So I again asked the old host to provide accurate login information, and was assured that what was provided was indeed correct. I relayed this information, along with a screenshot of the login info to Migration Specialist *****, and received yet another email stating that login was unsuccessful. I then opted to cancel all together, and spoke with a manager at Bluehost, who after verifying the credit card information provided as well as my 4 digit pin, told me that a full credit was being issued. Later that night I received an email stating that I had been credited for the hosting, but it said nothing about the website migration credit. I emailed a request to Billing and Website Migration at Bluehost on 9/22/14, as well as telephoned them first thing on 9/23/14. I was then granted a partial refund. I feel this is unfair, and not at all consistent with any of the communication exchanged. I still request a full refund for migration service, since no service was rendered.

Desired Settlement: $49

Business Response: Contact Name and Title: ******* *
Contact Phone: **********
Contact Email: *****@bluehost.com
Hello,

The Site Migration service is nonrefundable once the migration process begins. While some difficulties were encountered, the migration was in process and had partially completed when you requested the cancellation. This is why the Site Migration team only issued a partial refund, since services were being rendered and work had already been done. The Site Migration team was fully justified in taking partial payment for the work that had been done thus far.

Despite this fact, we have decided to refund the full amount of the Migration fee to you. Please allow 3-5 business days for the remaining $49.99 to be credited to your account.

10/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Bluehost charged my account for hosting AFTER I called them and said I was closing and not continuing services. I had Bluehost domains and webhosting. I was getting renewal emails and called and spoke with them and told them I wanted to close and would not renew. They charged my credit card for another year of hosting that I said I didn't want. I just found out about it. (six months later) I called and they would only credit back the unused time. COMPLETE CRAP COMPANY >>> THEY CHEATED ME

Desired Settlement: Reversal of the entire unauthorized credit card charge IN FULL.

Business Response: Contact Name and Title: ******* *
Contact Phone: **********
Contact Email: *****@bluehost.com
Dear Mr. ******,

We regret any issues that you have experienced with the cancellation of your accounts. We have reviewed the account history and are issuing an additional refund of $33.17 to make up a full refund of your renewal fees.

Please allow 3-5 days for the additional refund to post to your credit card account.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)

10/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cancelled within the hour of signing up and after a week find it has not been processed. I was offerred only a partial refund today. I signed up for service on 9/29 after following an affiliate link. All through sign-up I only see monthly billing numbers but after checking my bank I saw that I was billed for an entire year. I called and explained my issue and requested a full refund. I was sent a link with a form to fill out which I completed. I also received a welcome call that evening where I explained I had cancelled and was told they saw it in the system. I still hadn't received my refund and so emailed them on Saturday 10/4 asking for a call to sort it out. Monday the 6th, I hadn't received a call so contacted them and was transferred to cancellation. Becka was very rude and kept explaining all the things I had done wrong and offerred just a partial refund. I requested a supervisor to speak with and she told me there wasn't one till after 2pm. Over the weekend I received another phone call to welcome me. So I have now spoken with 6 different people at Bluehost.com to try to resolve. I don't understand why they don't recognize I filled out their form on 9/29 which seems to be the core of their argument against a full refund - but I honestly jumped through all the hoops I was asked to in order to undo my mistake of signing up for their service. I contacted them just as soon as I found out what happened - literally just hours after my sign up. I was told that their annual billable amount was a pop-up I saw - but I block pop-ups and NEVER saw one item except my bank-draft that disclosed the annual amount. All I want is my money back - and at this point I've wasted over 2 hours trying to get a $54.99 refund.

Desired Settlement: Full refund of $54.99

Business Response: Contact Name and Title: ******* *
Contact Phone: **********
Contact Email: *****@bluehost.com
Dear Mr. *********,

We regret any delay in the processing of your cancellation request. A partial refund of $33.01 was issued on 10/6/14. We have now issued an additional refund of $21.98, which will fully refund your $54.99 charge.

Please allow 3-5 business days for the refunds to post to your account.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for making this right.

9/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They offer a money b ack guarantee but when I try to cancel their service and get a refund they send to dead end links that do not work. the link they send me to does not work and sends me around in circles. they have been doing this to me for a month and all they are doing is wasting time, frustrating me and and not allowing me to cancel.

Desired Settlement: I want my money back.

Business Response: Initial Business Response /* (1000, 5, 2014/09/18) */ Contact Name and Title: ******* * Contact Phone: XXXXXXXXXX Contact Email: *****@justhost.com We regret any difficulties you've experienced with the cancellation process. We have included below the contents of the cancellation form that you have been unable to access. Please complete the form and return the requested information by reply through the BBB interface, or by copy/pasting the form and your responses into an email to *****@justhost.com. In order to cancel your hosting account for ***************, please answer ALL of the following questions: Please note, additional explanations are available at the bottom of the email. 1. Your full name: 2. Please confirm the last 4 case-sensitive characters of the control panel password.* 3. Please confirm the last 4 digits of the credit card on file.* 4. Canceling the hosting account will delete the website and the websites of all the add-on domains, parked domains, and sub-domains associated with the account. Do you have a personal copy of the backup files? If "no," please specify if you need a backup of these files. We will be unable to process your cancellation unless the answer provided is either "Yes" or "No, but I do not need backups."** 5. What would you like your domain registration(s) renewal setting to be? (Auto-Renew, Manual Renew, or Do NOT Renew) *If you cannot provide both #2 and 3, please provide a copy of the credit card involved in the disputed transaction along with a photo ID to match the name on the card. For security purposes, PLEASE block all but the last four numbers on the credit cards as well as any non-essential information on your ID such as date of birth, height, weight, etc. If you no longer have this card, please provide a copy of the credit card statement. The statement must include the cardholder's name and either the last 4 digits of the card number, or the disputed transaction. **If backups are needed, you will first need to access your account to download your files. We will not process your cancellation if you indicate that you need to get a copy of your files. Canceling the hosting permanently DELETES all content for all domains (add-on/parked/unparked) on this account. This content includes but is not limited to emails, files, folders, and databases.

9/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The hosting service I paid for in advance is continuously down every day. Cannot receive the services I paid for and customer service ignorant. I have purchased a yearly service for Internet hosting and e-mail. But their services are down everyday at least twice and my services are interrupted all the time. I have detailed reports of downtime as reported by Wordpress Jetpack as proof.

Desired Settlement: The company either provide a decent service or provide a full refund after giving me enough time to move my services.

Business Response: Initial Business Response /* (1000, 5, 2014/09/11) */ Contact Name and Title: ******* * Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com Hello, We regret any downtime you may have recently experienced. Our records indicate that on the same day that this BBB complaint was submitted, you also contacted us to request that your account be migrated to a different server. Our technical staff responded to you indicating what steps would be required for this migration, but there has been no reply. Please contact our technical staff so that they may gather the necessary information they need in order to move your account. Please be aware, however, that there is no guarantee that a server migration will resolve downtime issues. Initial Consumer Rebuttal /* (3000, 7, 2014/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have answered the e-mail with migration proposal with a no since the company did not give any guarantee of success. They have noted that I might lose all or some of my data during migration which will take 2 days (additional downtime) Also, since my complaint, their servers are down around 2 hours every day. So much so that I asked them to keep my services online for a reasonable period of time online so that I can transfer them to another business. They said they cannot even guarantee that. (Chat transcript in my possession) In the same conversation the company representative made fun of me and insulted me. The only settlement I would accept after recent developments is an acceptable online period so that I can transfer my services to another provider and full refund of my current contract fees. Final Business Response /* (4000, 9, 2014/09/18) */ We would like to investigate the complaints you have regarding your chat session. Please send a transcript to *****@bluehost.com for our review. Should you decide to leave Bluehost, a pro-rated refund of the unused time remaining in your account will be issued to the payment method used. Should you decide to stay with Bluehost, we are willing to extend your hosting term for an additional 2 months at no cost to you. Final Consumer Response /* (4200, 11, 2014/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would accept the company's resolution when 2 months will be added to my hosting term at *************** account. Thanks for your assistance

9/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I signed up I was not aware (according to the deceptive info on the website) that I would be charged up front for my web hosting. Once I realized I had been charged I immediately called to request a refund and spoke with a male rep who reassured me that the transaction would be refunded and processed the cancellation. He also recommended that I go online to submit my cancellation, which I did. A month later I noticed that the refund had not been applied or the transaction reversed, so I disputed the transaction through my bank. I received a notice from the bank the the merchant denied the chargeback. I called the company and after waiting on hold for nearly 30 minutes I spoke with a female representative that continued to argue with me that I did not cancel properly and basically called me a liar and said that I received an email that I needed to submit in order for the cancellation to be processed and that no refund would be issued until then. I did not receive an email or else I would have if I had known of such an email, I would have simply confirmed to process my cancellation. So now I have "properly cancelled" my account and was told that my refund would be prorated and an $25 fee would be deducted from my account so the company is planning on keeping some $60-70 of my money for an account that I not only cancelled but I NEVER USED!! I've already spent 4-5 hours trying to have this resolved.

Desired Settlement: I am seeking not only a refund, but additional compensation for time spent trying to recover money that should have been refunded months ago!!

Business Response: Initial Business Response /* (1000, 5, 2014/08/29) */ Contact Name and Title: ******* * Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com Dear Ms. *********, Due to the chargeback, all funds related to this transaction are on hold. Any conversation with us regarding funds would need to wait until the dispute is closed. This could take as long as three months for your bank to notify us of the decision. If you would like to expedite the process, please contact your bank. Initial Consumer Rebuttal /* (3000, 7, 2014/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business refuses to take accountability for their lack of transparency with regard to their business practices and terms for signing up. I have had to spend countless hours on the phone with not only their representative ****** who refuses to admit that the company wrongfully charged me for service which I did not agree to! I was forced to dispute the charge again because Bluehost refuses to refunds money! This business makes it's customers who cancel service jump through hoops in order to get their money back and then I was told I would be charged for the months of hosting I never used minus a $25 fee but only once I drop the dispute?!! Sorry I do not trust your company to give me back even a partial refund. Bluehost is an extremely unethical business practices. Final Consumer Response /* (4200, 11, 2014/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Bluehost has never proposed a solution that would refund my charge, they continue to refute my claim which is preventing me from being refunded by my bank. They still refuse to contact my bank and allow the refund toy account to resolve this matter. I'm hiring an attorney next if my bank allows this nonsense to continue. Final Business Response /* (4000, 13, 2014/09/18) */ Due to the chargeback, the decision on refunding your charge is no longer ours to make; it is up to your bank. We cannot refund your money because your bank is holding the funds. Once the bank makes a decision on this issue, they will release funds to the appropriate parties in accordance with their decision. We have no control over how long this process will take. If, after the dispute is decided, your bank chooses to return any funds to Bluehost, that matter can be further discussed.

9/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: False advertising about unlimited MySQL tables The advertising claims that you can have unlimited MySQL tables. When you login to your control panel it also shows you how many MySQL tables you have by saying XXX/Unlimited. However when you reach 1000 tables they email you saying you must go under 1000 within a week or they will suspend your account.

Desired Settlement: Full refund for services paid for

Business Response: Initial Business Response /* (1000, 7, 2014/08/14) */ Contact Name and Title: ******* Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com Mr. ********* was refunded ****** on 07/24/14 in accordance with Hostmonster cancellation policy. Please note our Terms of Service does inform the customer of our usage policies: http://www.hostmonster.com/user-agreement 7D. "...accounts with an excessive number of MySQL/PostgreSQL tables (i.e., in excess of 1000 database tables) or of database size (i.e., in excess of 3GB total MySQL/PostgreSQL usage or 2GB MySQL/PostgreSQL usage in a single database) negatively affect the performance of the server. Bluehost may request that the number of files/inodes, database tables, or total database usage be reduced to ensure proper performance or may terminate the Subscriber's account, with or without notice." Initial Consumer Rebuttal /* (3000, 9, 2014/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) While they refunded the remainder of my time I am seeking a refund for my entire order. As a result of them miss identifying my account as in violation of the 1000 MySQL tables all data on my account was deleted. Once I pointed out that I was under the 1000 table limit my account was restored. They were unable to restore a significant portion (13GB) of my data customer stored with them. Their support informed me via email that it was permanently lost. While the value of the data lost is significantly more than the amount I am asking for I would at least like a refund for the time during which this data was created and then lost. The loss of this data continues to have a profound impact on my websites. Final Business Response /* (4000, 11, 2014/08/27) */ Dear Mr. *********, According to your account records, while you received warnings for your account having exceeded the mySQL limit, your account was never suspended. This was explained to you in one of our ticket replies dated July 5, 2014. It would appear from the information available that your sites went down due to the disappearance of the site files from the account, an event which you have apparently (and incorrectly) attributed to an account suspension. Also, in an email dated July 20, 2014, you were reminded of a provision of our Terms of Service, which you indicated on account signup that you had read and agreed to, that states that you are responsible for maintaining backups of your data and that Hostmonster is not liable for any losses that result from a failure to maintain said backups. As there does not appear to be any indication that the file loss was due to an error on Hostmonster's part, we do not believe that any additional compensation is warranted.

9/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Not able to get through to the tech department. The sales department picks the phone up asap. The reset password option does not work either. Not able to get through to the tech department. The sales department picks the phone up asap. The reset password option does not work either.

Desired Settlement: I just need help getting back into my account. I need the tech department to call me back

Business Response: Initial Business Response /* (1000, 5, 2014/08/25) */ Contact Name and Title: ******* * Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com Dear Mr. *****, We see from your account records that on the day this complaint was filed, our Billing department made some changes to your account to assist you in gaining access. If you are still unable to access your account, please contact us again via Telephone or Live Chat. While calls/chats are typically answered very quickly, we apologize in advance for any lengthy hold times.

8/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I pay for hosting and am not receiving it. Upon request for explanation, the Supervisor, ****** hung up on me. Refused to assist me. I have a few domains with Bluehost, and pay for hosting. Apparently this supposed reminder went out to a forwarded email: *******@selebrian.com. I never received it and my site and email went down. When I phoned in 7/31/2014, the representative, told me it would come back up as soon as I paid. I paid for three years of hosting, and wallah, it did not come up. I phoned in the next day 8/1/2014, noticing the site came up, but access to my eamil still did not work, requested for a supervisor, ****** came on the line with POOR English, and because I pointed this out, she hung up on me. I simply want what I paid for and credit for what isn't working. I promised it would be right up. Then I was told it could take up to 24 hours. It's been over 24 hours and I still don't have the hosting I have paid for. In addition, I cannot access my email via Outlook. Nothing has changed since I have hosted from the beginning with BlueHost except they refuse to assist me in providing the service I am paying for. Please help me recover lost monies, and prevent others from horrible service. It's like the are untouchable.

Desired Settlement: I would like to receive credit for my missed hosting, and lost busness ~$2500.00 with the site down.

Business Response: Initial Business Response /* (1000, 5, 2014/08/14) */ Contact Name and Title: ******* * Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com Dear Ms. *******, We regret any inconvenience you may have experienced due to the expiration of your domain registration. Please be aware that while your domain may not have been functional, your hosting account was still active and accessible through its temporary URL. When a domain expires, all email addresses associated with that domain will cease to function. Also, if there is a change in DNS information (as can happen after domain expiration), it can take up to 72 hours for any future changes to propagate through the Internet. Therefore, we strongly recommend that an email account not hosted on our system (gmail or yahoo, for example) is used for the contact email address on customer accounts so that any notices we send to customers are not interrupted by the domain expiration. Further, while we will provide expiration notices and attempt to automatically renew domains and hosting accounts on behalf of our customers, it is ultimately the responsibility of the customer to be aware of the expiration date of their account/domain and to ensure that a renewal processes. As the service expiration and interruption in hosting/email were not a result of any errors on our part, compensation does not appear to be warranted in this case.

8/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Practices expose client to privacy issues. When registering a domain with Bluehost, the privacy was enabled. When the domain goes into redemption (no longer required), Bluehost switches the private proxy information with personal billing address and phone before releasing the domain causing private information to be published in excess of 100days through WHOIS.

Desired Settlement: Private information to be removed using any means necessary.

Business Response: Initial Business Response /* (1000, 5, 2014/07/28) */ Contact Name and Title: ******* * Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com Once a domain has entered redemption status, it is no longer controlled by Bluehost and the WHOIS information listed on the domain cannot be modified. Unfortunately, there is nothing that can be done to address the issue at this point. Our information indicates that the redemption period for the domain ********************* is ending soon. The domain should be deleted from the WHOIS database on or about 13 Aug 2014. Initial Consumer Rebuttal /* (3000, 7, 2014/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is not good enough. A complaint has been filed through ICANN. I will continue to escalate this as I see fit until you contact the TLDR to arrange for this to be changed. I also suggest you change your poor business practices and contact the owner of the domain prior to changing the WHOIS information to private billing info prior to a domain entering redemption status. Final Business Response /* (4000, 10, 2014/08/06) */ While we understand the customer's frustration, this does not change the facts of the issue. Once a domain has entered redemption status, it is no longer controlled by Bluehost and the WHOIS information listed on the domain cannot be modified. We have responded similarly to ICANN, and they have accepted our explanation and closed the complaint. The domain should be deleted from the WHOIS database on or about 13 Aug 2014.

8/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Refused to provide the services I paid for, and are now refusing to give me a refund. I was a customer of customer of Hostmonster for six years, but I had a problem with my email in early July 2014 because my email would not deliver to certain domains. Having a Master's Degree in Computer Science with certificates in Information Services and Secure Software Systems, I know exactly how to diagnose these problems. I verified several times that everything was configured properly on my side - DNS, DKIM, SPF records, not on any blacklists, blah blah blah. Hostmonster support REFUSED to perform any updates on their system. This means I was paying for a BROKEN email service; Hostmonster's server (or IP address) is the cause of being unable to send email. As soon as I migrated my email to another service, everything began working IMMEDIATELY. Not being able to send email for weeks caused a lot of damage my business, as I rely on my email to work properly. I explained this to Hostmonster but they REFUSED to update - or even investigate - the issue! In essence, I paid money under the promise and assumption that Hostmonster would support and maintain the server. They have REFUSED to do so, and are now REFUSING to provide me a refund. I spoke to ****** (a supervisor, who said she had an employee id number, but REFUSED to give me her employee id number, yet said that she was the ONLY "******" who works for Hostmonster **in the entire world**). She acknowledged that I complained on July 5th about Hostmonster REFUSING to provide support on the server, but she explicitly told me that she was REFUSING to give me that refund. When I asked for the information on how to write the CEO of Hostmonster, ****** REFUSED to give me that information. As of the time of filing this complaint, I have canceled my account with Hostmonster, and they have *promised* (but I HAVE NOT RECEIVED) a discount for $279.66. I am expecting that discount to be received within three business days. When that comes in, then the only remaining amount will be the $6.02, which I am demanding Hostmonster pay as soon as possible.

Desired Settlement: I want my $285.68. As of the filing of this complaint, Hostmonster has promised me a refund of $279.66. I expect to be provided the $279.66 IMMEDIATELY, and I expect to receive the additional $6.02 shortly thereafter. Also, I spoke to ******, who promised me that she was the ONLY "******" who works for Hostmonster *in the entire world*. I want Hostmonster executives to confirm this - that there is ONLY ONE "******" who works for Hostmonster *in the entire world*. Finally, I still want the name and contact information for the CEO and Board of Hostmonster and/or Bluehost, so that I can send them details of how I have been REFUSED service, and then REFUSED are refund.

Business Response: Initial Business Response /* (1000, 5, 2014/08/14) */ Contact Name and Title: ******* * Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com Dear Mr. ******, The pro-rated refund of ******* should have posted to your credit card a few days after its issuance on Aug 1. If it has not yet appeared, please contact our Billing department for assistance. We have now also issued a refund of an additional ******, which brings your total refund amount to *******, the full amount of your hosting charge. Please allow up to 5 business days for the additional refund to appear on your credit card statement. Initial Consumer Rebuttal /* (2000, 7, 2014/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm actually quite surprised they just gave the refund after having argued and fought with me so much up until now. They refunded me more than the amount they needed to which was nice of them. I can't complain with that resolution. I have seen that the credits have been posted to my credit card, so I'm satisfied with this resolution. Thanks, ****

8/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged $37.48 for Domain Name Registration for ********************** and *******************, on Nov 29, 2013 with invoice #XXXXXXX. I never used this site web hosting or Domain usage and it was my understanding that for non service; my money would be refunded. Also, no service has been rendered at all. I am being charged for a non-service with no benefit to me. It is bad business practice to treat customers unfairly. Hostmonster should realize that good customers make a company thrive an a unfair advantage never helps the company in the long-run.

Desired Settlement: DesiredSettlementID: Refund Please refund the $37.48 because no service rendered.

Business Response: Initial Business Response /* (1000, 7, 2014/01/22) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com Mr. ***** has issued a chargeback through his credit card company for the $37.48 in question. The chargeback complaint is pending review through Mr. *****'s credit card company. Any refund amounts would be dependent on the resolution of the chargeback claim. Please note, also, that Mr. *****'s claim for $37.48 includes an amount of $7.50 for the registration of the domain benefitinsgroup.com. This $7.50 charge, and the domain registration, has already been cancelled and refunded as part of the $142.20 refund issued on Dec. 4, 2013. We recommend that Mr. ***** adjust the amount of his chargeback claim with his bank to reflect this fact - our chargeback department will be advising Mr. *****'s bank of the inappropriately excessive chargeback amount as well in their dispute of the claim. The only item remaining in dispute is the domain registration for **********************. The claim of "no services rendered" in this respect is completely inaccurate. The domain has been purchased and remains owned by Mr. ***** for a total of 3 years (See http://whois.domaintools.com/********************** for verification of expiration date). That Mr. ***** has not used the domain is irrelevant as he purchased it, owns it, and is free to use it in the future. It is therefore reasonable to expect full payment for this purchase. Initial Consumer Rebuttal /* (3000, 14, 2014/07/16) */ (Hostmonster)BlueHost Inc. Is trying to force me to use a domain name that is very difficult for me to use with other companies. I have contacted Go Daddy and others hosting companies and they state their web sites comes with free domain names and I can not use **********************. This company wants me to pay $37.48 for a site that I have never used. Concerning the $142.20 payment that Hostmonster charged, was for a web site that was too complicated for me to understand with complicated technology. This is why I requested a refund. Hostmonster should have refunded all that I paid and not keep $37.48 just to make a profit. As a consumer I should be treated fairly. If I go to a department store and do not want a product that I have not used they will refund all money paid. I am hoping that the Better Business Bureau will please help me with a refund of $37.48. Thank you for your consideration. * * ***** Final Business Response /* (4000, 16, 2014/07/28) */ It is extremely common for domain owners to move their domains to different companies. GoDaddy's instructions on how to do this can be found here: http://support.godaddy.com/help/article/1592/transferring-domain-names-to-us. We aren't sure why GoDaddy would say that you couldn't use the domain when they provide instructions on how to do it. The department store analogy is not applicable since in cases such as those, the product is returned to the store when the refund is issued. However, domain names cannot be "returned" in a similar manner. Once a domain is registered or renewed, we collect payment from the customer and we then, in turn, send payment to the top-level registry to have the registration/renewal entered into their system. Our payment to the registry is non-refundable, and therefore the customer's payment to us is also non-refundable. The non-refundability of domain purchases is also specified in our Terms of Service. Final Consumer Response /* (4200, 18, 2014/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all I would like to know what is the cost of the registry. The cost of the registry can be paid to them and the remainder refunded to me. The merchant does not state what portion of the fee that they keep (please provide an answer). The merchant is at error in stating that the payments for domain are not nor-refundable. The industry standard states all purchases can be cancelled within 36 hours to 48 hours (see terms of Service); within this time is the domain returned (please provide an answer. From my cancellation request I was within that time period. Therefore my $37.48. should be refunded in full.

8/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 100s of hours of my labor were lost due to their negligence and absolutely unacceptable customer service. The company was responsible for the loss of my data TWICE. First time was February 27, 2014. I purchased an extended backup service from them, that would automatically backup my data on a monthly, weekly, and daily basis and save it on their servers. On that day i needed to recover my website, and to my shock there was only one BROKEN backup. All their customer support could do is ask if i have my own copy, which i luckily had. Second happened July 10, 2014. I purchased additional storage capacity via paypal ($120 for a year), but its addon to my server capacity somehow broke everything, including my website. They suggested reimaging (completely reconstructing) the server, and use my backups to restore the site. Their back up were BROKEN AGAIN, and they were not able to restore anything. The archive file was broken. And I was able to discover it AFTER I downloaded 10gb of my data. No backups, and unable to fix it. I am moving to better place. I don't care for any settlements, BUT I WANT A COMPLETE REFUND INCLUDING FOR THE MONTHS I SPENT ON YOUR SERVER BUILDING MY WEBSITE. Since now I need to start all over again.

Desired Settlement: Complete refund, starting from February 2014 for their "services".

Business Response: Initial Business Response /* (1000, 7, 2014/07/28) */ Contact Name and Title: ******* * Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com Hello, We regret any inconvenience you may have experienced with our services. Please note that while we attempt to create backups for all customers on approximately daily, weekly, and monthly intervals, we do not guarantee that any backups will be available. This is specified in our Terms of Service (User Agreement Section 17.1), which you must indicate that you understand and agree to as a condition of account signup. We also note that as of July 27, the hosting account has been cancelled and a refund issued. Since the backup situation is specifically stated in the Terms of Service, while we sympathize with you for any data loss experienced, as a matter of contract, it does not appear that any additional refund is warranted.

7/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: BlueHost web hosting, design, and domain company accepted $220.00 from me to renewal my website hosting for one full year and to begin a contract of $100.00 per month for SEO services, while knowing that they had in fact deleted my website from their server and system and that I would not be able to retrieve my website files. To make matters worse, their management refused to fully refund the full one year renewal fee that I paid with my debit card ($120) and only refunded $97.00. Thus far, BlueHost has refused to refund any of the $100.00 that I paid for the SEO services although obviously no work was ever provided. This is just fraud, as they knew that the website files were lost and that the website would not be up and operating as the sales agent told me, within 24 hours, and thus that there would not be a need for me to register for SEO services. In fact, as I look back on my entire 2 year relationship with BlueHost, it has included confusion, mistakes with billing, and poor customer service. Use them at your peril. Product_Or_Service: Hosting SEO Services not Provided

Desired Settlement: DesiredSettlementID: Refund Total Refund.

Business Response: Initial Business Response /* (1000, 5, 2014/07/28) */ Contact Name and Title: ******* * Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com Dear Ms. *******, We regret any inconvenience that may have resulted over the course of this issue. We have issued a full refund to you for all remaining amounts. Please allow up to 5 business days for the remaining refund amounts to be displayed on your credit card or bank statement. Initial Consumer Rebuttal /* (2000, 7, 2014/07/31) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Taking down web site requiring additional products be purchased to put it back up. This has happened twice in the past month. I have been with Blue Host for 9 years. I have bought a lot of domains from them and have good service until recently. Tonight Blue Host took down our web site for the second time in the past few weeks. The first time I deleted a database which they claimed had caused some problem on their server. After I agreed to buy a $60 per year security program, the problem was suddenly solved and they put my web site back up. Tonight they took it down claiming some activity had made their server slow down but I was unable to get anything accomplished with "*** *" in their Terms of Service Dept only being allowed a chat room discussion for "support" He instructed me to hire a programmer to solve a problem with a database, which was created in the web site we had been sold the template for by Blue Host. He would not explain what the problem was or help me solve it. He then transferred the chat to a "***** *" who was only helpful telling me the database needed to be cleaned and Optimized. He told me to hire a Programmer and that unfortunately our web site (which is one of the sources of my income) could not be put back up until we did that. I cleared out the database he said was the problem, but he then explained it was not a space issue but something that slowed down my web site and might slow down others on the same server. He then told me he could not spend any more time on my problem and transferred me to a third man named "******* *". After wasting more of my time he suggested it might time for me to upgrade to a dedicated server to get the site back up. I have a small website and I informed him that I was not going to fall for that old trick, and that maybe they had too many people loaded onto the server in question. When I asked him for the person in charge of Technology there and the CEO's name and contact information, he 'hung up' on me. After being in business 42 years, I believe my web site was taken down for no good reason than to attempt to sell me another product I don't need and pressured to buy it to get my site back up. The reasons given to me about shutting down my web site had nothing to do with viruses, hacking or anything else. It was either because they have too few servers for the number of customers they have, or to pressure me into going to a dedicated server. Neither is acceptable. By the way, I am told that the "optimization" they required me to do is little more than defragmenting my data on their server. That is a hardware maintenance issue, the the customer's. It is their not being willing to defragment our data on their hard drive. When I first signed up with them they were a good helpful company, but that has not been my experience lately.

Desired Settlement: That they state in writing, for the record, they not attempt to sell additional products when they take down their customer's web sites, and offer better customer service. One example would be to hire staff to optimize user's data on their hard drives, and offer support when their customers' databases cause issues requiring them to take those web sites down, WHEN those databases have been created by templates they sell to customers. I failed to mention above that we encountered some problem with the web site that we had written ourselves and which worked for many years, but were talked into doing a new web site using a WordPress template which they sold us. My daughter was involved with that and reported to me that we didn't have much choice to keep our web site functioning properly after talking to Blue Host. I also seek their having to accurately disclose that they only offer space on a server and you are on your own after that, when they are selling people on using them.

Business Response: Initial Business Response /* (1000, 5, 2014/07/02) */ Contact Name and Title: ******* * Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com Dear Mr. ******, We regret any difficulties you may have experienced with your hosting account. No additional purchases are required to reactivate an account suspended for database performance reasons. All that is required is that the underlying issue that caused the performance problem is repaired. It is unclear from the account notes how the purchase of the SiteLock security package factors into the performance issue for which your account was suspended. Can you please give more details as to why you purchased the software?

6/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bluehost has shut down our website, even through our hosting services are paid in full until the end of August 2014. Bluehost has shut down our website even though our hosting services are paid in full through august 31, 2014. They have admitted to having our funds paid in full, but are refusing to allow us to access our site. This is resulting in lost revenue, and the company refuses to allow us to access an account that has been paid in full.

Desired Settlement: refund of full payment for our years hosting service

Business Response: Initial Business Response /* (1000, 5, 2014/06/18) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com We have received a chargeback for the charge in question. Per our Terms of Service the account was temporarily suspended for security purposes. See the link to our terms below regarding Chargebacks: https://www.bluehost.com/user-agreement#chargebacks The account was re-instated within a few hours following a discussion with the customer regarding the Chargeback. The customer may choose to cancel the account. Please contact the billing department for a pro-rated refund.

6/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: service was down and sites inaccessible for over 24 hours in the past 30 days which caused us a great amount of damage and business loss. bluehost are a web hosting service, who are "committed" to great service and guaranteed uptime. during the past 30 days they've had a 24 hour outage (!!), note that even a few minutes downtime in unacceptable in today's industry standards..any attempts to contact them regarding their promised compensation were un answered. today the service was down again (and still is) for over 2 hours. i'm told on the phone by them that this is again a network related issue on their site. we have launched a large campaign to our customers and suffered a great deal of damage. this is not the first time, and i have all the emails with them saved regarding all outages, which they repeatedly admit its their fault. i estimate our damage in thousands of dollars and demand to be compensated. i also indent to go to the media with this, i know they have hundreds of upset and disappointed customers.

Desired Settlement: $300 refund for prepaid annual service.

Business Response: Initial Business Response /* (1000, 5, 2014/05/19) */ Contact Name and Title: ******* * Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com On April 16 we experienced an outage that affected a portion of our customers. We want to sincerely apologize for any impact this may have had on your websites, email, and other online efforts. We traced the interruption back to a complex and undocumented firmware bug in one of our vendor's hardware solutions, specifically some of our network routers. Once the problem was identified we immediately worked with the vendor to create and deploy a firmware update and custom configuration to fix it. We want to emphasize that none of your confidential information was ever compromised and that your account data remains safe and secure. In response to this issue and to recognize your patience and support, we've extended one month of free hosting service credited to your VPS or dedicated server account with us. Initial Consumer Rebuttal /* (3000, 7, 2014/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) as many other customers, i' very unhappy with the service and wish to discontinue.. a credit is useless for me. i would like to get fully refunded with the amount stated in my claim. Final Business Response /* (4000, 9, 2014/06/04) */ If you wish to cancel your account, please feel free to contact our Billing department to begin the cancellation process. Refunds are typically pro-rated based on the date of cancellation, but we have authorized the refund to be back-dated to May 12, the day that this BBB complaint was opened. To ensure that the refund is processed using the correct date, please reference the BBB complaint to the Billing representative.

6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Trying to cancel hosting account but unable to do so as I can't login. Forced to keep the account & being billed for past 6 months. No prorated refund We setup a webhosting account *************** over 3 years ago. We signed up in 2010 for 3 years (even though we needed it for 1 year). It wasn't clear that my account would autorenew. When my account was renewed in Nov. 2013 I requested a cancellation back in December 2013. To proceed with the cancellation I was asked to login to the account do it myself by clicking the account cancellation button. Because I had forgotten the password they reset it for me. However, I was unable to login. I again requested password reset but still could not login. After 3rd futile attempt I called customer service and mentioned about the problem. I asked them other options for cancellation. I was told that that is the only way to cancel the account. Frustrated I contacted my credit card company American Express and filed a chargeback. However Bluehost has been countering my dispute and for past 4 months I have been going back and forth. Finally last month in April I contacted Bluehost and asked them to so something about this. I told them that I had requested cancellation back in december 2013 but due to website issue I was unable to cancel and forcibly had to continue my account. Because it wasn't my fault and they didn't give me any option to take care of cancellation I requested prorated refund December 2013. But my request was turned down and I was told that if I fax my Id info and credit card I will get a refund from the day they receive that information. I disagreed with Bluehost as they are charging me for something I didn't want and having forced me to continue with it. Also they didn't make it clear that I will be billed automatically. They could have easily told me to fax my details back in december 2013 but they did not. I don't trust this company, all they want is my money. I am currently unemployed with 3 dependents. $190.50 is lot for money for me at this time. Please help me get prorated refund.

Desired Settlement: I need prorated refund from December 2013. I have email saying that I requested cancellation of webhosting account *************** (username ********).

Business Response: Initial Business Response /* (1000, 5, 2014/05/27) */ Contact Name and Title: ******* Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com Please fill out the following form to complete cancellation of your hosting account Services. We have received a request to cancel your *************** hosting account. This is our request for the necessary documentation. We thank you for your business and hope to serve your web hosting needs in the future. In order to cancel your hosting account for ***************, please answer ALL of the following questions: Please note, additional explanations are available at the bottom of the email. 1. Your full name: 2. Please confirm the last 4 case-sensitive characters of the control panel password.* 3. Please confirm the last 4 digits of the credit card on file.* 4. Canceling the hosting account will delete the website and the websites of all the add-on domains, parked domains, and sub-domains associated with the account. Do you have a personal copy of the backup files? If "no," please specify if you need a backup of these files. *If you cannot provide both #2 and 3, please provide a copy of the credit card involved in the disputed transaction along with a photo ID to match the name on the card. For security purposes, you may block out the middle sets of numbers on the card. If you no longer have this card, please provide a copy of the credit card statement. The statement must include the cardholder's name and either the last 4 digits of the card number, or the disputed transaction. **Canceling the hosting permanently DELETES all content for all domains (add-on/parked/unparked) on this account. This content includes but is not limited to emails, files, folders, and databases. Initial Consumer Rebuttal /* (3000, 13, 2014/06/06) */ Bluehost has also blocked access to my data as none of the password resets worked. I need the backup of our data as it cost me money to make the website. Final Business Response /* (4000, 15, 2014/06/15) */ Please note that Bluehost's cancellation policy is clearly defined in the Terms of Service Section 4.5 (https://www.bluehost.com/user-agreement#cancellation-of-services), which the customer must read and agree to follow as a condition of account signup. As of June 6, 2014, this account has been cancelled and a refund of ******* issued to the customer's method of payment. The refund amount was calculated based on a cancellation date of January 29, 2014, which was the date that the cancellation was originally requested. Final Consumer Response /* (2000, 17, 2014/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A purchase was made in error. The product was not as expectedThe buyer wishes to return the product to receive a refund, the company will not comply. I made a purchase in error. Additionally, the product was not what I expected. I feel the information provided by the company was misleading and inadequate. I wish to return the product, in exchange for a refund. The company will not honor these wishes. In my interactions with the company, they used misleading, inadequate, condescending language. I did not deal with the same person twice but was passed around the billing department despite my requests for the matter to be brought to a customer service manager. Not a single person I interacted with treated me like a human being. Their policies and practices are manipulative, conniving, greedy and inhuman. I know that customer service has gotten bad in America, but this company is the worst I have ever dealt with. I also know one must guard against companies that do not care for the satisfaction of their customers and only care about cheating their customers of money however they can but once again, this company takes the cake. I warn anybody against conducting business with Bluehost. I do not know how they can sleep at night with the way they treat people. I was shocked.

Desired Settlement: A refund

Business Response: Initial Business Response /* (1000, 5, 2014/05/05) */ Contact Name and Title: ******* Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com On 04/23/14 02:25pm you paid Bluehost to redeem your domain **************************** after receiving our courtesy notice indicating it had expired and gone into "redemption" status. After the purchase you contacted Bluehost and indicated you made the purchase in error and requested a refund. Unfortunately once the redemption was paid for Bluehost informed the registry and Bluehost was charge a fee by the registry to retrieve the domain name for you. This process can not be reversed and the registration of the domain can not be deleted. It is for these reasons we are unable to provide a refund for your domain name. The fee has been paid to the registry and the domain name will remain in your possession until the expiration. Initial Consumer Rebuttal /* (3000, 7, 2014/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would be happy to pay the fee charged to BlueHost, which I hope will then allow Bluehost to refund my money. The domain name is useless to me. It felt like a bait and switch I was under the impression I was paying for something else. So I feel very cheated and manipulated out of money. Additionally, I was treated just horribly by the billing department (and was never put in touch with customer service despite my requests.) The whole thing has been rather traumatizing and I am tremendously saddened that this is how companies choose to do business and treat their customers. Nothing but a refund will do. Domains get removed all the time. Why can't ******************* get un-registered? You cannot blame me for being suspicious Bluehost has been shifty with their information and communication form the start, so I am inclined to think this is just another lie. Final Consumer Response /* (3000, 18, 2014/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The paypal dispute is also to intended to mediate a refund. So I hope you are in fact able to do so. I would like to keep this complaint open until the refund is in fact issued, at which time I will consider this complaint resolved. In the mean time, I believe the public, and those considering doing business with Bluehost deserve to know about this matter. Final Business Response /* (4000, 20, 2014/05/27) */ Unfortunately due to the same funds being referenced in both the PayPal dispute and this dispute we are unable to refund or mediate a refund while PayPal is in mediation regarding the same funds. If you would like the mediation process to continue via the BBB with Bluehost we would need the PayPal dispute closed.

5/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Servers are down again. All sites and emails down. this time for over 27 hours and counting. Lost revenue, angry clients and customers. Lost revenue. Lost traffic. Lost SEO. Angry clients. BlueHost not forthcoming about problems.

Desired Settlement: I have lost customers and sales repeatedly. I just want free service for a couple of months until I can move my sites and modest compensation for my time and lost resources.

Business Response: Initial Business Response /* (1000, 5, 2014/04/29) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com On April 16 we experienced an outage that affected a portion of our customers. We want to sincerely apologize for any impact this may have had on your websites, email, and other online efforts. We traced the interruption back to a complex and undocumented firmware bug in one of our vendor's hardware solutions, specifically some of our network routers. Once the problem was identified we immediately worked with the vendor to create and deploy a firmware update and custom configuration to fix it. We want to emphasize that none of your confidential information was ever compromised and that your account data remains safe and secure. In response to this issue and to recognize your patience and support, we have credited your VPS or dedicated server account with one month of free hostingservice. Initial Consumer Rebuttal /* (3000, 7, 2014/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am choosing "no" because that means I'm "completely satisfied." I'm not, but I don't have time to pursue this, I'm just in the process of moving all my sites. When one's sites go down, a business loses much more than the amount of a single month's hosting payment. This has happened repeatedly. Final Business Response /* (4000, 9, 2014/05/02) */ On April 16 we experienced an outage that affected a portion of our customers. We want to sincerely apologize for any impact this may have had on your websites, email, and other online efforts. We traced the interruption back to a complex and undocumented firmware bug in one of our vendor's hardware solutions, specifically some of our network routers. Once the problem was identified we immediately worked with the vendor to create and deploy a firmware update and custom configuration to fix it. We want to emphasize that none of your confidential information was ever compromised and that your account data remains safe and secure. In response to this issue and to recognize your patience and support, we have credited your VPS server account with one month of free hosting service.

5/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Millions of websites down and they refuse or are incapable of fixing them Bluehost has had millions of websites down for over 24 hours. They are no longer taking phone calls for support -- the phone rings then hangs up. They have been posting to their Facebook page all day that they're almost fixed. Sites are all still down and they refuse to say what happened. They're blaming it on some anonymous software they refuse to identify. Beyond the huge loss of revenue for me (losing clients by the minute) is the fact that they've closed ranks and won't speak to anyone.

Desired Settlement: I am seeking my yearly hosting back. I want to move my clients to a different hosting company. All of them have down-time, but hiding from customers who are hemorrhaging money and clients is wrong.

Business Response: Initial Business Response /* (1000, 5, 2014/05/02) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com On April 16 we experienced an outage that affected a portion of our customers. We want to sincerely apologize for any impact this may have had on your websites, email, and other online efforts. We traced the interruption back to a complex and undocumented firmware bug in one of our vendor's hardware solutions, specifically some of our network routers. Once the problem was identified we immediately worked with the vendor to create and deploy a firmware update and custom configuration to fix it. We want to emphasize that none of your confidential information was ever compromised and that your account data remains safe and secure. In response to this issue and to recognize your patience and support, we've extended one month of free hosting service credited to your account with us, although it is not clear and does not appear your Pro account were affected by this.

5/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: JustHost illegally suspended my business' web site, causing my business to be down for 39 days while it was moved to a new environment. The contested amount of $2123.42 includes compensation for the unwarranted removal of the web site, email and other associated functionality for my business by JustHost. This figure is computed as the sum of the costs of reinstating the site for the purposes of removing the files and data from JustHost and porting the site to a new environment lost revenue and damage to brand by having diminished or eliminated the site's visibility and functionality for a period of approximately 39 days from Wednesday, February 1st, 2014 until Tuesday, March 11th, 2014. The loss of the site during this time cause inestimable damage to both businesses trading on this site in music products and services. The removal of this site by JustHost was unauthorized and unwarranted. According to JustHost, this was done in response to a request for information by my bank concerning an unrecognized charge to my credit card. Rather than contacting me directly regarding this request or responding to the bank, JustHost illegally took the web site offline in addition to invalidating a dozen or so email accounts vital to the day-to-operation of the business and suspended the account itself, preventing me from logging in to communicate with the company directly or to retrieve any of my files or emails. After making every effort to be cooperative and compliant with JustHost's unwarranted and repeated insistence on the supply of 1) a scan of my driver's license, 2) a scan of my credit card and 3) a statutory declaration of the validity of their charges on multiple occasions to different departments, they continued to block access to the site and refused to restore service for several days, siting wounded pride and anger at having been accused of fraud, when no such accusation ever took place either on my part or the part of my bank. I repeatedly offered to rescind the request for information on the next business day, but was told that this would not be sufficient. I offered to pay an additional fee if they would reinstate the site immediately. This request was also denied. I complied immediately with all requests that they made. Additionally, at no time did my bank attempt to reclaim any monies paid to JustHost, but only requested clarification as to the nature of the unrecognized charge, so the actions of JustHost had absolutely no financial motivation and they incurred no financial loss or penalty. Given a level incompetence, pettiness, arrogance and non-cooperation I have not seen in this industry and with severe damage done to my brand and business, I had no option but to move my business's site and associated files and functions to another more reputable and reliable location. JustHost insisted on an additional fee to allow me to remove my files from their site. This re-engineering was not completed until March 11th, 2014.

Desired Settlement: The figure is computed as the sum of the costs of $173.42, the cost of reinstating the site for the purposes of removing the files and data from JustHost and porting the site to a new environment and $1950.00 ($50/day) in lost revenue and damage to brand by having diminished or eliminated the site's visibility and functionality for a period of approximately 39 days from Wednesday, February 1st, 2014 until Tuesday, March 11th, 2014.

Business Response: Initial Business Response /* (1000, 5, 2014/04/30) */ Contact Name and Title: ******* * Contact Phone: XXXXXXXXXX Contact Email: *****@justhost.com Dear Mr. **********, We feel that it is important that the facts of the issue are reviewed before your demands are addressed. On Jan 24, 2014, a pending chargeback notification was received from your bank, relating to a charge for the amount of AU$215.76 made on Nov 28, 2013. The policy of Just Host is to suspend any hosting account for which a pending or actual chargeback is received until the matter can be investigated and resolved. Pursuant to this policy, your hosting account was suspended. Over the following three days, you had contacted multiple members of the billing and chargeback departments to have your account reactivated. The account was reactivated (returning it to full functionality) on Jan 27, 2014. No additional fees were charged to restore access to your account. During this time and for the next few days, you had requested the cancellation of your account due to your dissatisfaction with the events relating to the account's suspension. You had also threatened legal action if the cancellation was not processed immediately, despite requests for certain pre-cancellation clarifying details from the Billing department in accordance with the cancellation policy set forth in the Terms of Service. The matter was then escalated to the Legal department. Our review of the situation showed that you had not properly followed the cancellation policy. However, since you had indicated that you had already transferred your domain and obtained a backup of your files in your email to us dated Jan 28, 2014, we processed the cancellation and issued a pro-rated refund to your account for AU$****** on Feb 3, 2014 (NOTE: We also retroactively applied a credit to the account - the refund amount given was calculated based on your originally requested cancellation date of Jan 27, 2014.) Now, to address the substance of your complaint: When you signed up as a customer of Just Host, you entered into a contract pursuant to which services were delivered. This contract, the Terms of Service, contains provisions that directly address your claims. The deactivation of your account due to the pending chargeback is authorized in section 2.9 of the User Agreement (http://www.justhost.com/user-agreement), which states in part, "Hosting accounts that have an open dispute may be disabled for security purposes." Also, as a matter of contract, Just Host's liability to you is limited (See http://www.justhost.com/user-agreement Section 13). We understand that you were dissatisfied with our services, but this dissatisfaction, and your decision to move to an alternative hosting provider, does not create any liability on the part of Just Host for any costs incurred in or claimed as a result of said move. We regret that our services were not satisfactory to you, but we do not believe that compensation is warranted in this case.

5/12/2014 Problems with Product/Service
5/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Third day without functionality After a major outage, BlueHost has been touting how its sites are back up. I've filed support tickets, I've contacted them on social media--the site *looks* accessible, but the paid for service is not functioning: I cannot update or use any back-end tools on the site. The statements they're making are fraudulent and making it look like *the customers* aren't doing their jobs. I *can't* do my job because BlueHost has (1) failed to provide the contracted service, (2) ignored pleas for help, and (3) continues to be in outrageous breach of contract.

Desired Settlement: I want BlueHost to either provide the service for which they have already been paid and make this site functional immediately, or I want them to both refund the most recent month of service and pay for a first month of new service with a hosting company capable of delivering what it promises.

Business Response: Initial Business Response /* (1000, 5, 2014/04/29) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com On April 16 we experienced an outage that affected a portion of our customers. We want to sincerely apologize for any impact this may have had on your websites, email, and other online efforts. We traced the interruption back to a complex and undocumented firmware bug in one of our vendor's hardware solutions, specifically some of our network routers. Once the problem was identified we immediately worked with the vendor to create and deploy a firmware update and custom configuration to fix it. We want to emphasize that none of your confidential information was ever compromised and that your account data remains safe and secure. In response to this issue and to recognize your patience and support, we've extended one month of free hostingservice credited to your VPS or dedicated server account with us.

5/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Not a quality service as advertised. A 5 hr and now a 24 hr outage affecting all premium customers in the 3 months. No Support is available. Blue hose markets it self as a premiere service supporting millions of websites, yet it does not perform to the standards of the industy. They claim 24/7 service yet they have been unavailable for over 24 hours. They do not provide performance reporting to their customers and the only way a customer knows they had an outage is if they happen to notice. We are working on closing $100K contracts and expect our website to be available, if the site is not available, we expect to be able to speak with someone.

Desired Settlement: I would like a full refund for my years business and money to migrate my account to another vendor. ******* should do.

Business Response: Initial Business Response /* (1000, 5, 2014/04/29) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com On April 16 we experienced an outage that affected a portion of our customers. We want to sincerely apologize for any impact this may have had on your websites, email, and other online efforts. We traced the interruption back to a complex and undocumented firmware bug in one of our vendor's hardware solutions, specifically some of our network routers. Once the problem was identified we immediately worked with the vendor to create and deploy a firmware update and custom configuration to fix it. We want to emphasize that none of your confidential information was ever compromised and that your account data remains safe and secure. In response to this issue and to recognize your patience and support, we extended your account for an additional month ( free service ) on April 24, 2014

5/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company would not give me access to my account. I have an account with Blue Host for my company, ***** ** *** ****. I needed to access the account to make some changes to my website. The account is in my name, I gave them the payment information, my address is on the account, but because the email address was different, they would not allow me to access the account. I verified who I was and the payment method on file for this account. That should have been sufficient to allow access to my account. The email address they had on file belonged to my web designer, and was in the name of "****", which did not match the name of the account, nor the payment method. I was calling from my office at ***** ** *** ****, my email address is ***************************, which is the domain name Blue Host is hosting. How much more proof is needed to show that I am the owner of this account? The account name is ****** ******, the credit card is ****** ******, my email is ***************************. They were unneccessarily difficult.

Desired Settlement: I want access to my account.

Business Response: Initial Business Response /* (1000, 5, 2014/04/29) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com Dear Ms. ******, Customers may change the email address on file at any time from the "Account" page in the cPanel. An account note left by one of our Billing Supervisors on April 12 states that you had indicated to him that you did have full access to the account, so the change would have been most easily made via your login. The contact email on file is a sensitive piece of information on an account, so we have very strict policies in place that limit when one of our employees may change the email address. If you think these policies are overly restrictive then we are sorry, but we believe that they are necessary. If you are in fact still unable to access your account, you will need to work through our Billing department to provide the necessary documentation we require in order to change the email address and get a password reset email to you.

5/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased Professional SiteLock Domain Security for $89.98 and Site Doctor Malware Removal for $49.99 on November 16, 2013. This protection was to GUARANTEE that my websites were to be protected from security issues that are a threat to my websites and I was told that since I had an earlier issue with a few of my websites that they would clean up any security issues on all my websites and continue to monitor and prevent any security issues on all my websites for the next 365 days/1 year. A few days ago(04/11/14) I noticed that one of my websites was being redirected to another website that it should not be redirecting to. So I contacted the Bluehost technical support department via online chat to fix the issue as was covered by my 1 year security plan that I had purchase through their company. The customer rep said they would investigate it and sent a support ticket to their technical support team. Two days later I get an update that I would need to purchase the plan I had already bought back in November, 2013. I contacted customer support via online chat and they told me yes, I in fact would need to repurchase the same plans that were supposed to cover me for another 30 days and 1 year protection both of which plans I had already purchased and were supposed to protect my full account for 1 year. Another words the same plans that I bought back in November, 2013 that were to cover my accounts website security for 1 year until November 2014 I was to buy again. My account is covered for 1 full year for security protection as I show by the invoice below. The following purchases were completed: + ********************** "Site Doctor Malware Removal" for 1 month @ $49.99 ea. (covers 2013-11-16 thru 2013-11-16) + ********************** "Professional SiteLock Domain Security" for 1 year @ $39.99 ea. (covers 2013-11-16 thru 2014-11-16) Subtotal Billed: $89.98 Total Amount Billed: $89.98 Invoice: #XXXXXXXX Order Transaction Code: XXXXXXXX I am asking that they either clean up my website ********************* and stop it from being redirected as was supposed to be prevented from happening via my purchased security plan or refund my $89.98 since I am not receiving website security protection to prevent the issue that I am having with my website.

Desired Settlement: I am asking that they either clean up my website ********************* and stop it from being redirected as was supposed to be prevented from happening via my purchased security plan or refund my $89.98 since I am not receiving website security protection to prevent the issue that I am having with my website.

Business Response: Initial Business Response /* (1000, 5, 2014/04/29) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com The customer's account is currently hacked and it appears this could be due to outdated wordpress installs. Please Contact ***@BLUEHOST.COM, to secure the files ASAP. The customer did purchase Site Lock in November 2013. Site Lock is a 3rd party service. We have refunded the customer amount paid for site lock ***** to the payment method on file as requested. Initial Consumer Rebuttal /* (2000, 7, 2014/05/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Full refund and I did contact the ***@BLUEHOST.COM to secure the files. I appreciate their help and I am satisfied.

4/30/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Blue host servers down for 19 hours. Second major outage in 2 months. Servers down on 4/16/2014

Desired Settlement: Refund of 2 months hosting fees.

Business Response: Initial Business Response /* (1000, 5, 2014/04/29) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com We have issued the customer a refund for one month hosting fees ****** Initial Consumer Rebuttal /* (2000, 7, 2014/04/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up with them in June, 2012 to host my website for a year. In November, 2013 a malware problem developed that neither I or my webmaster could solve. My site was no good to me and I could not sell on it. In January, I canceled, my webmaster archived my site, and I put it on GoDaddy Go where it is functioning well. *********************** I informed Blue Host of this and filled out many forms over the following months, most recently a survey asking my opinion of Blue Host. In view of all the above, I gave it a bottom rating of 1. For months, they kept informing me that the site had malware on it.I sent them a Certified mail which they received (I have the receipt)saying I was no longer with them and please refund the rest of my money from January-June as agreed. They have not done so, and I've just received a note from them saying my next billing would be due in June. I think their practices are dishonest and would appreciate some help. Thank you. ******** *********. Product_Or_Service: Website hosting

Desired Settlement: DesiredSettlementID: Refund Please ask them to refund 5 or 6 months of fees and stop bothering me.

Business Response: Initial Business Response /* (1000, 6, 2014/03/24) */ Contact Name and Title: ******* * Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com As was explained to Ms. ********* in our previous interactions with her, our cancellation policy requires the completion of a form acknowedging that certain actions (such as the deletion of all files on the account) will take place as a result of the cancellation. This form was never submitted, which is why the cancellation of the account had not yet occurred and Ms. ********* continued to receive email notices for her active account. However, to resolve the issue we have processed the cancellation, dated as of Jan 21, 2014, as requested. A refund has been issued to the payment method on file. Please allow up to 7 business days for the refund to appear on your bank/credit card statement.

3/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Bluehost stole $230.75 from my account. After 10 phone calls and 2 emails, it is not yet refunded. Bluehost stole $230.75 from my account. After 10 phone calls and 2 emails, it is not yet refunded. Each phone call required different "verification" information and the calls were frequently transferred and then the agents hung up. I was told it was "no problem" to refund my money, however no one is actually willing to complete the refund without an arbitrary verification tool that is not accessible.

Desired Settlement: I want my money back.

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com Upon review of the complaint we show a refund was issued on 02/20/14 and should arrive 3-10 business days. Initial Consumer Rebuttal /* (3000, 7, 2014/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Refund not received. I should have never been charged in the first place for services I did not agree to. Final Business Response /* (4000, 9, 2014/03/05) */ Upon review of the complaint we show a refund was issued on 02/20/14 Credit issued to payment method- *******

3/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Bluehost advertises for a $4.95 monthly fee for 36 months - nowhere indicating all charges are made at once, not monthly. Bluehost advertises for a $4.95 monthly fee for 36 months. It also has other fees listed as monthly. Prior to completing registration, there is no info stating that all charges will be made at once. Only once you complete registration, do you realize that you are being charged $268.15 all at once. Upon contacting customer service, they stated that the price is listed that way to show how much money I would be saving. I have canceled payment but the host name will not be available for another 1-2 days which delays the start of business. Advertising such pricing with no notice prior to purchase is completely unethical.

Desired Settlement: Resolution on website stating that the charges will all be incurred at once, not monthly as advertised.

Business Response: Initial Business Response /* (1000, 5, 2014/02/18) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com The customer contacted the billing department, and was issued a full refund on 02/05/14 Initial Consumer Rebuttal /* (3000, 7, 2014/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They added annual billing notations for site lock domain security and site backup pro but the account plans are still listed as monthly with no notation of being billed the full amount at time of purchase. Final Business Response /* (4000, 9, 2014/02/25) */ Bluehost will review our site for any information that is unclear. The customer received a full refund on 02/05/14.

3/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Their website advertises a full refund if their services do not meet your needs within 30 days, but they are refusing to do so. Bluehost's website advertises "If you're not satisfied with your Bluehost account, cancel within 30 days for a full refund" and "we have no hidden penalties or gimmicky cancellation fees." Additionally the website lists an SSL cert as a feature of the "Pro" shared hosting plan. I signed up for the plan, but found the service to be unreliable and too slow. When I requested a cancellation and refund I was advised that I would not get a refund for the SSL because it was not technically part of the hosting plan. I was told that the SSL was only free if I kept the hosting plan.

Desired Settlement: I feel that if they are going to advertise a full refund, they should give a full refund. I want the $49.99 balance refunded to my credit card.

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com As part of the mediation effort Bluehost has issued a refund of 49.99 for the SSL certificate. This refund should be received within 3-10 business days.

3/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our website has been down since Feb 11th and is still down today Feb 12th. This has been an ongoing issue and we are fed up About one year ago we purchased a site template through Prophoto. They highly recommended BlueHost services. So we switched our website from Yahoo over to their company. The first two months were fine. But over the course of the next 11 months we had horrible connection issues with our server. Our site has been an down an estimated 40 times during this time. We are full time wedding photographers and can't get business if we can't access our email or have our site up and running. They have reported too many corrosion,server breaks and issues with their servers that our site is on. We tried to be patient during this time but things have gotten worse. I was almost in tears this morning when I saw my site down. I had important clients looking at our work to consider us for their wedding day. Now we have possible lost of business and no way to communicate with our existing customers. We also have no way of emailing back any possibly leads. They do not send any curiosity emails or mention issues on their social media. They have poor business practices and have horrible security issues for their servers.

Desired Settlement: We feel we're entitled to a partial refund. It is going to cost us $150 to move our site from their company to another hosting. We have lost possibly bookings from all the issues. Which costs us thousands of dollars. We also have to spend hours removing and forwarding 100's of emails.

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com Since Sign up on 12/18/2012 Bluehost records indicate 3 three calls were made to report technical issues and the three calls each occurred on 2/12/2014. While we understand the frustration technical issues can cause, Bluehost is not able to resolve technical issues unless a report is received and we are able to work with the customer to troubleshoot the issue. When the customer cancels their hosting account they will receive a partial refund for the time remaining of their subscription. If the account is canceled today the refund would be *******

3/12/2014 Problems with Product/Service
3/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In Sept. I was promised my domain name and hosting. Now some company acquired my name and BlueHost is not taking responsibility for their actions. Back on Sept. 21 I called today (February 2 at around noon EST) renew both my domain name and my hosting at BlueHost.com. My website is my livelihood and my branding, my digital imprint and took me over a year to launch. It's **************** (or was until it was acquired). I had been with this service for over a year. The person I spoke with was ******* ****** informed me that I would receive three years of hosting and renewal for my domain name. Fast-forward to today I call in to inquire about why my website has not been working and spoke to two individuals: ******* and his supervisor *****. Both confessed that in the notes ****** had promised me a renewal of my domain name. Since I was promised that, and then paid over $300 for renewing for three years, I had peace of mind that I would not have to think about my website for three years. This was definitely not the case. ******* was unhelpful so we escalated this problem to ***** who, matter of factlyand unempathetically, may I addinformed me that this was a confusion and ****** should have never promised me this. He informed me that the best he could do is "coach" ****** and to possibly look into providing one year of service for another domain name. The thing is, I was not even give an option for reimbursement from the service I was not receivinghosting for three years for a name that is no longer mine. As a consumer, this is completely beyond ridiculous. My entire digital imprint and branding relied on ***************** I am a freelance writer and this is how people get in contact with me for my entire livelihood and business. As a consumer you have hope and belief that if you are told one thing and then pay for it, you don't question what you paid for. This is distressingand alarmingthat the company essentially took no responsibility for their actions and do not care for how this impacted a customer. It's also extremely insulting that they would not offer any remedies and that a "one-year of free hosting" was not certain, rather a "possibility." For someone to not take responsibility on such a large matter such as a website name being snatched away is completely ridiculous and utterly unprofessional. Ultimately, horrible business! I am absolutely appalled, distressed, and more so, disgusted that my money was not used in the manner in which was promised. I am more so, extremely mortified that my website **************** is no longer mine. If anything, I believe it fair for BlueHost.com to reimburse me if ever I get in contact with the new owners of the website for all charges since it was because of them that this occurred. Cannot believe that a hosting site is conducting such bad businessit is disgusting. Thank you so much for all! I appreciate it. Best, ***** **

Desired Settlement: I believe it is only fair that at the very least I am fully reimbursed of my three years of hosting since that will not be going into use for ANY website. I also think it is fair that I am reimbursed for any costs that I incur for purchasing the website **************** back from owners. This certainly would not have occurred if they were responsible and went through with their word to also purchase the domain name for the next year or so. Because of them and their broken promise, my business has been essentially killed. I will now have to start over to re-brand myself thanks to BLUEHOST.com

Business Response: Initial Business Response /* (1000, 5, 2014/02/18) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com Dear Mr. *** We regret any problems that resulted from the failed renewal of ****************. Unfortunately, due to the extended time that has passed ***** the expiration of the domain in September 2013, our ability to resolve the issue is limited. The domain expiration process is automated and emails are sent to the domain owner at multiple points. We see from the account notes that an email was sent to you on September 22, 2013, one day after you had renewed your hosting account, indicating that the domain had expired. Another email was sent on October 24, 2013, indicating that the domain had entered the Redemption phase of expiration, and another email was sent on December 9, 2013, indicating that the domain had fully expired and was available to anyone for registration. The domain was then purchased by another party on December 12, 2013. Since the domain expiration process is automated, we do not actively monitor it. It is the customer's responsibility to make sure their domains renew properly. This is stated in our Terms of Service at https://www.bluehost.com/user-agreement Section 2.5. If you had contacted us at any point between September 22 and December 4, we could have easily corrected the issue and made sure you retained ownership of the domain. Unfortunately now that the domain is no longer under our control, we are unable to recover the domain for you. We have noticed that the domains: **************** **************** ***************** **************** *************** are all available for registration. We would be happy to register one of these domains on your behalf, at no cost to you, for a one-year registration. We will also adjust the expiration date of your account to approximately three years from the date we process the registration of the new domain name. If you are willing to accept this offer, please let us know which domain you'd like to register.

2/27/2014 Billing/Collection Issues
2/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company is upgrading software on their end, and threatened me to either update my website, or they would bill me, or delete my website. Company told me that they are changing their website software, and are requiring me to change my website to meet the demands of their new software. I was originally told it was due to vulnerabilities, and after verifying online, and with the customer service rep, it is instead because the company is making changes to the software that they use. They are forcing me to pay costs to change my website, have it redesigned, or they will delete it, because they have changed their software. I have been a customer for over 10 years, but after my conversations with their customer service, and after being threatened and laughed at, I will never do business with this company again.

Desired Settlement: I want my website left alone until the end of the billing cycle, and would like a refund so that I can use the money to transfer my website to a new host. I am very disappointed in the service received from Hostmonster.

Business Response: Initial Business Response /* (1000, 5, 2014/01/27) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com Dear Mr. *******, The Joomla upgrade is occurring due to extensive security issues with older versions of the software. We currently receive over 7000 malware notifications daily that are directly attributable to out-of-date Joomla installations. Joomla 1.5.x has been unsupported for well over a year and you were also notified by us that an upgrade was necessary in an email we sent to you on September 13, 2013. We therefore believe that sufficient notice has been provided for you to make the necessary updates. We have allowed our customers to run this outdated software despite its security vulnerabilities thus far and upgrade as their schedule allows. However, we can no longer tolerate the security risks. Further, your obligation to maintain updated and secure software, and our option to upgrade such software should you fail to comply with this obligation, is clearly stated in the Terms of Service (https://www.hostmonster.com/acceptable_use_policy, Section 4): "It is exclusively Subscriber's responsibility to update and secure any programs or scripts available via the cPanel interface. Subscriber's failure to update and secure any programs or scripts available via the cPanel interface may result in Hostmonster either updating the programs and scripts or suspending your account services until they are updated. Hostmonster will not be liable for any loss or damages of any kind, under any legal theory, caused by Subscriber's failure to comply with any of the foregoing security obligations..." We strongly recommend that you create and download a backup copy of your hosting account files immediately in the event that the automated upgrade process occurs before you are able to make other arrangements. Should this upgrade process result in Bluehost becoming no longer suitable for hosting your site, we would regret the loss of your business but we would understand that you must move elsewhere to accommodate your needs. We will not offer any compensation for this issue, and we will not exclude any Joomla installations from the upgrade process. Please feel free to contact us again if we can be of further assistance Initial Consumer Rebuttal /* (3000, 7, 2014/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no security vulnerabilities with my websites. I am a developer, and there should be no such requirement that I update my site on demand by the host if I am not in anyway leaving their servers vulnerable. Final Business Response /* (4000, 9, 2014/02/02) */ Dear Mr. *******, Our server administrators have notified us that they have located a security patch for the Joomla 1.5.x branch and they will be deploying this patch instead of a forced upgrade to a later Joomla version. This should alleviate your concerns. However, please be aware that we will also be removing PHP 5.2.x from our servers in the near future and upgrading to PHP 5.4. While Joomla 1.5.x is not natively incompatible with PHP 5.4, many Joomla add-ons are, and it is possible that your installations may need to upgrade for this reason. Please review your sites as soon as possible to ensure compatibility with PHP 5.4 to avoid any issues.

2/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bluehost is responsible for hosting my website/blog. On February 5, 2014 when I tried to access my site, I could not. I January 2014, I entered into an agreement with Bluehost to provide hosting services for my website/blog site ***************. My subscription is fully paid up. When I tried to access my site on February 5, 2014, I was unable to and getting a message that the server is unavailable. When I contacted Bluehost via their live chat forum, the Rep, ******* ** informed me that "It appears that the database your site is pointing to is empty. How long was the account inactive?". I advised that my account has never been inactive. The Rep. advised me that he cannot provide an explanation as to why my site is now empty. It must be noted that I received an email from Bluehost on February 3 about scheduled maintenance of the server which would be done on February 4, 2014. The email advised that the server would be down for 15 to 30 minutes on February 4th while the maintenance was being done. When I tried to access my site on the 5th of February I could not and Bluehost could not say what the problem was.I threatened to report the matter to the Better Business Bureau. Shortly thereafter I received an email from Bluehost to say that my website was restored. However, when I checked the site for myself, several bits of information that myself and my customers had posted within the previous 24hours was missing from the site. This included an article that I had posted on the site and was referring prospects to the link. The link was also posted on my facebook page and I discovered that when people click on the link in Facebook, they would receive an error message to say that the page does not exist.I have since had to remove the link from my Facebook page in order to avoid the embarrassment. This has negatively affected how my business is perceived in the marketplace and Bluehost has not even apologized for the inconvenience. In addition, some information that was posted by a potential client on the website/blog is missing. This includes valuable contact information and other info that is valuable to me. I am very displeased with the poor service that Bluehost is providing. I need redress...at least an apology! And I need my information to be restored to the site.

Desired Settlement: Bluehost needs to restore my website/blog site with all the information that was posted to it. This information is valuable to me. In addition, I need a written apology for this inconvenience.

Business Response: Initial Business Response /* (1000, 5, 2014/02/07) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com Dear Ms. ********, We apologize for the interruption in your service. It appears that errors occurred on the server following the scheduled maintenance and our server administrators had to restore parts of the server from backups. This backup restoration affected customer databases, causing information in your databases to be reverted to the time of the restored backup. This would explain the loss of your more recent entries to the website. Unfortunately, there is no way for us to recover that data. We take extensive measures to ensure that any maintenance is completed with as little impact to the customer as possible. These upgrades are being performed on hundreds of servers and are generally completed without any issues. However, computer errors do sometimes occur and despite our efforts, data is sometimes lost. Again, we apologize for any inconvenience. Initial Consumer Rebuttal /* (2000, 7, 2014/02/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Apology accepted. However, I take this opportunity to encourage Bluehost to put strict measures in place to avoid any such recurrence in the future.Businesses are depending on them for uninterrupted, reliable service. Thanks.

2/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my account due to my own circumstances. However, they were suppose to charge $119.88, instead charged #164, and only refunded me $106.00. I closed my account with them because I no longer had my business. I closed it within a month and a half after the charges. The website was supposed to have only $119.88 charge, and they charged my credit card $164 +. When they got done, they said they were only returning $106.00 because they came up with other additional charges that was not on their final charges on my website that did not make sense. I pay go-daddy for my domain, not them, for the reason they gave for charging me the 'extra' amount.

Desired Settlement: Since they were supposed to only charge $119.88 with no proof of any other charges, and charged my account $164 + I was only 1 1/2 months in at $9.99/mo. which should have only been a charge of around @ approx. $0.33/day from the 6th to the 17th should be an additional $3.66 or total of $13.65 - $164 = $150 refund instead of $106.00. It should come to an additional refund of $44.35.

Business Response: Initial Business Response /* (1000, 5, 2014/01/20) */ Contact Name and Title: ******* * - Legal Assistant Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com Dear Ms. ****, We regret any misunderstanding with regard to the billing for your Bluehost account. The difference between the amount we refunded and the amount you were expecting comes from two items: $14.99: Domain renewal for ******************* The domain ******************* has been registered through Bluehost via our domain registrar FastDomain since your account's creation in December 2012. We aren't sure why you believe the domain to be registered through GoDaddy. The domain's registration status can be externally verified by visiting http://whois.domaintools.com/******************* where you'll see that the Registrar is FastDomain and the Provider is Bluehost. The $14.99 renewal fee was charged on November 23 and became nonrefundable after the renewal processed on December 6. Because you retain ownership of the domain, we are unable to refund this fee. However, as a result of this, the domain is still yours and can be used at your convenience. Please also note that the domain remains set for automatic renewal and unless that is changed (by disabling the auto-renewal setting or by transferring the domain to a different registrar), a domain renewal fee will continue to be charged annually. $29.99: SEO Jumpstart SEO Jumpstart is an additional annual service that was also originally purchased in December 2012 when the account was created. While this service is specified as non-refundable in the Terms of Service for your account, as a courtesy we have refunded the $29.99 amount to you. Please allow 3-5 business days for the refund to appear on your credit card statement. Please feel free to contact us if you have any additional questions.

1/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Unauthorized card charges. They will not reverse the charge. I was looking to see how much Blue Host charged for web hosting. I thought I had a final price, and put in my credit card information. I clicked next, and the company began asking for additional costs. After considering the additiional costs, I felt it was too expensive, and decided not to go through with the purchase. I closed the browser. I was under the impression that since the company didn't give me a final cost that the purchase hadn't gone threw. I went to my bank's account, and found that they had charged me, and it was more than I expected. I called the company, and they refused to cancel the charge. They said that I had to cancel the account, and it would take 10 days for this to be straightened out.

Desired Settlement: I want the total charge refunded immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/01/20) */ Contact Name and Title: ******* * - Legal Assistant Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com The charge was fully refunded to the customer on Jan 17, 2014. Initial Consumer Rebuttal /* (2000, 7, 2014/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For two years, I have complained about Justhost and the BBB. They DO NOT CARE. I pay a lot of money to keep my website running, only to get screwed. For two years, I have complained about Justhost and the BBB. They DO NOT CARE. They refuse to fix the problem or even care about the fact that my website is completely unavailable for 5+ HOURS at a time. I pay a lot of money to keep my website running, only to get screwed.THIS IS RIDICULOUS. I have been on hold now for OVER AN HOUR and no one will hekp. (I want to SCREAM. This is the WORST customer service I have EVER received IN MY LIFE. I want proper for my son who has special needs, and NO ONE WILL HELP. THIS IS RIDICULOUS!!!!

Desired Settlement: I want my money back. I want my son to get the HELP HE DESERVES! I want the system to improve. I'm SICK of having to fight for my son. we ALL DESERVE BETTER

Business Response: Initial Business Response /* (1000, 7, 2013/12/16) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com We apologize for the frustrations caused by the problems that you describe. Any downtime is something that is cause for concern which is why we have a team of system administrators constantly monitoring and providing support for the servers. Even though downtime does occasionally happen in a shared hosting environment, we work hard to keep it minimal. I can also understand that it would be frustrating to wait on hold for a long period of time, however, looking at our records I do not see any indication that there was a prolonged hold time for any of our customers. We definitely understand your situation, and while there is no compensation for downtime per our cancellation policy we will willingly provide a prorated refund should you decide to cancel.

11/28/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They promised ~$100 in Facebook advertising at sign-up, but are now refusing to honor this promise. Their sign-up ad promised ~$100 in free Facebook advertising if you sign up (which I did). However they are now saying they are choosing to not honor this deal, saying it is their policy to pick and choose what ad promises they wish. This to me seems like a clear case of false advertising, if not "bait and switch".

Desired Settlement: To honor their sign-up promises, specifically this $100 in free Facebook ads.

Business Response: Initial Business Response /* (1000, 5, 2013/11/11) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com Dear *****, The facebook promo code in your cPanel should once again be functional. We apologize for any inconvenience. Please feel free to contact us again if you continue to experience any difficulties with accessing the promo code.

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

Additional Notes

Complaint: Default billing option in links for renewing domains are intentionally deceitful. Bluehost sends notices warning of renewal for domains that are about to expire. Upon clicking on the link provided in the email, all domains are by default recommended for 1 year renewal. In my case 1 domain had just been paid last month, while another was paid 6 months ago, another 9 months ago. While the expatriation dates are said to be listed on the renewal page, the default listing of checking them all lead me to the conclusion that they were all about to expire. I immediately contacted Customer service and they said they were not able to refund the amount so that I could redo the payment correctly. I am afraid to do a stop payment on my credit cards due to the fear of loosing my website. Date of renewal: 10/11/13 Invoice numbers: XXXXXXXX and XXXXXXXX Account: ****************** sales rep: ****** * Total invoice amount for XXXXXXXX $101.20

Desired Settlement: A cancellation of payment without effecting the continuation of our domain registration of hosting so we can immediately renew domains that were actually about to expire.

Business Response: Initial Business Response /* (1000, 5, 2013/10/25) */ Contact Name and Title: ******* * - Legal Assistant Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com Dear Mr. ********, We regret that you have experienced problems with the domain renewal process. The behavior you describe as having occurred when you visited the renewal page is not the intended behavior of the system and is most likely a bug or glitch of some kind. We have notified our developers and quality assurance teams of this issue, but unfortunately they have been unable to reproduce this behavior in testing. We have decided to refund to you the renewal fees for the four domains that were not nearing expiration: **************** ************ *********************** *************** Please note that, as mentioned previously by our billing team, manual domain renewals cannot be reversed; this refund of fees means that these four domain renewals are being processed at our expense. The refund has been issued to the payment method on file. Please allow 5-7 business days for the refund to be processed by your bank. Please feel free to contact us if you have any questions.

10/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bluehost's mail servers are continuously blacklisted causing our email to get bounced back. For years tech support hasn't been able to fix this. On a monthly, sometimes weekly basis, over the past three years, I've called BlueHost tech support to report the problem. They *always* tell me the same thing every time. Their response is that "SpamCop" and "Sorbs" keeps them blacklisted and there's "nothing" they can do about it. They said that if we continue to tell people to just "resend" their message, it will hit one of their servers that is *not* blacklisted. That is *not* a solution!! They complain that SORBS will charge them to remove their IP addresses from their blacklists, and they feel that SORBS is a scam just to get their money. I told them that if I was in the web-hosting business, I would pay their cheap fee and get the addresses removed. Then, tighten down security to their mail servers. They said they welcome my advice and will pass that onto management. With that said, I don't appreciate them patronizing me. The last call I made to them, I asked them to review the logs of my 100 previous support calls, so that they would see how long the issue has been going on. I asked them if they would get someone in charge at BlueHost to email or call me and give me something encouraging to hear, that might lead to some level of resolution. I haven't heard from anyone since then, and I am STILL getting 100s of bounce-back emails every day from my users because of their blacklisted servers. If their servers are black-listed, they are of NO USE to their customers! The biggest problem I have with this: They KNOW about this problem and are UNWILLING to fix it. I've been in several online forums discussing this issue and it's a KNOWN issue publicly. Here's an example, on their unofficial FORUM site: http://www.bluehostforum.com/showthread.php?XXXXX-Bluehost-servers-listed-as-SPAM-SERVERS You can see from this page this has been going on for years. Every time I call them, I ask them to keep my ticket open until the problem gets resolved. They *never* leave my tickets open.

Desired Settlement: What do I want to happen? I would prefer BlueHost FIX the problem, and I stay as their customer. This would be better for me so I don't have to go through ALL the trouble of moving all of my domains to another registrar. For any IT guy, that is a LOOONG lengthy process, and somewhat a nightmarish task. Once you start moving your domains, you have to recreate ALL of the email accounts, move all the websites and everything and it's just something I don't look forward to. I'd rather just stay with BlueHost and have them FIX this issue. If they do *not* fix this issue, I do want a COMPLETE refund of every dollar I've paid them since 2008. Because this has been a problem since day ONE and I have put up with it on a monthly basis ever since then. It's just that now, it's so bad that it's literally a DAILY issue for my users. Also, another thing worth mentioning .. Somehow, they increased my monthly service charge by $2.00 for the last couple of months -- with no notice (unless there's some pico-font fine print that I've missed somewhere) I'd gladly pay the additional $2/mo if they are providing the service that they have so willfully guaranteed.

Business Response: Initial Business Response /* (1000, 9, 2013/10/07) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com Dear Mr. *****, The problem of blacklisted email servers is unfortunately an issue that plagues shared hosting in general. A spammer can sign up an account and get hundreds of emails out before the spammy behavior is noticed and terminated. In that time, the spam generated can cause the email servers to be blacklisted. Once blacklisted, there is a process that we go through to work with the blacklisting organizations to de-list our servers, but that does take time and there is no guarantee that the same sequence of events won't happen again. There is also the issue of blacklist organizations that require payment for removal - the fee for some of these removals is quite significant and we would not be able to repeatedly pay those fees every time they saw fit to blacklist our servers. Some alternate options do exist: In services we provide, VPS and Dedicated hosting options do not use the same email servers that shared accounts use, so email originating from those accounts is not affected by shared email server blacklisting issues. Or, a 3rd party email provider could be used while the website hosting remained with Bluehost. There are many Bluehost customers that complain of this issue, as you've mentioned. However, your complaint also implies that Bluehost is the only provider that experiences this problem, which simply isn't the case. For example: GoDaddy blacklisting complaints: http://support.godaddy.com/groups/web-hosting/forum/topic/godaddy-hosted-sites-are-all-blacklisted/ http://support.godaddy.com/groups/email/forum/topic/trend-micro-blacklisting-godaddy-email-server-ip-address/ http://yunnantr.wordpress.com/2012/06/25/37/ Dreamhost blacklist complaint: https://discussion.dreamhost.com/thread-XXXXXX.html HostGator blacklisting complaints: http://blog.hostgator.com/2013/08/23/global-blacklisting-results-in-undeliverable-email/ http://www.technibble.com/forums/showthread.php?t=XXXXX There are many other cases for many other providers, as a web search for " mail servers blacklisted" will show. We do continually work to de-list our email servers, but as long as shared hosting exists, so will this issue. We share your frustration with this ongoing issue and wish we could offer a more satisfactory resolution.

10/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: blue has signed out my Google Ads account to seogears.com, which has led to a drop off of traffic to my business to zero; cost damage: several hundred On Aug 30th, I signed up with blue host for improvement of my already existing Google Ads pay per click account, which was generating revenue at several hundred dollars per week; the sales rep for blue host, ***** ******* never mentioned that the task would be signed out to an outside third company, seogears.com; *****, the account manager of seogears knows that the traffic to my website has plummeted since I signed over to blue host/seogears instead of improving. As a new business this is having significant impact on my cash flow; I have tried contacting ***** and ***** by email and phone without good response to my request to stop services and cancel my account. I have also requested a cancellation from Bluehost the company that contracts *****/*****, but they are not issuing a refund.

Desired Settlement: Despite more than $500 in loss of revenue, I will be happy if they would just refund the money that was charged ahead of time for the month of September. I have been contacting them about the loss of revenue since last week and the second week of noting the problem, but they are not responding to my emails and requests.

Business Response: Initial Business Response /* (1000, 5, 2013/10/07) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com Mr. ********* was issued a full refund for the Pay Per Click service on Sep. 25, 2013

10/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Attempt by e-mail to cancel hosting service for a website has been met with stalling tactics. Even upon sending a written cancellation request by e-mail to Just Host, I was told I would need to complete their cancellation request form for my refund. I requested they send me a copy of the form, to which they responded that it was online and that they would send me a link by e-mail that would connect me to the form. When I attempted to use the link to get to the form it merely opened their sales webpage, to which I ALREADY had access because of my website account. After scouring the main page and some of the secondary pages looking for a button, and finding none, I asked for clarification of the instructions they had sent previously. All they did at first was essentially to repeat themselves. When I attempted again to use the link, again without success, I complained to them that the link was not working properly and someone from billing furnished one additional bit of information and suggested I try again. Needless to say, the effort was again fruitless, at which point I began to suspect that this was a "runaround" designed to eat up more of the refund I expected from them, and I said so. Their response was to offer an apology and provide another copy of the link which works no differently than the first. In my last e-mail to them, after "billing" offered yet another hollow apology, I requested that if they wanted to make things right that they fill out the cancellation / refund form themselves based on the date of my original cancellation request, 8/24/13. They responded just a few moments ago with a list of questions for me to respond to, as if they are going to settle this, but based on the narrative so far I have little confidence that will actually be the case.

Desired Settlement: Full refund of the amount I entered as being in dispute, mainly due to the hassle Just Host has put me through. Even from the point in time when I established the account with them, every step of the way has been labored, as they seem not to be at all concerned about making the experience user-friendly.

Business Response: Initial Business Response /* (1000, 5, 2013/10/01) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com Dear Mr. ******, We are sorry to hear that you experienced problems with our cancellation process. As our billing team explained, the process is in place to ensure that only authorized parties can close the account, not to cause undue difficulty or delay. The refund you have already received was based on a cancellation date of August 24, 2013 a pro rated from the date you initially requested.

10/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bluehost had a glitch during maintenance and all servers were shut down, effectively shutting down my online business. After repeated calls, no one at Blue Host had any information for almost a day. The Customer Service reps were making up different info or receiving conflicting information. In the end the company never reconnected, didn't offer an apology, or a refund...nothing! It is as much their poor handling as it is that they don't have any backup systems. I've had email problem (customers cant send emails, and I can't get mine out) for weeks and all BH says is, "Yea, it's a problem and you're on a shared server. If you tell us what email (several every day!) then we can contact the other company and it will be cleared up in a week. Terrible, unacceptable. Customer Service is complacent ...a "couldn't care less" attitude.

Desired Settlement: I want my money back as I move to a different company. I can't believe that BBB gives them an A+ rating. Terrible!

Business Response: Initial Business Response /* (1000, 5, 2013/09/01) */ Contact Name and Title: ***** *****, Legal and Compliance Manager Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com Dear Ms. ****** During the early morning of August 2nd, we were performing a firmware update on our routers. This maintenance was performed during off-peak hours to minimize customer impact. As website traffic picked up throughout the day, we discovered a bug that required us to roll back the firmware upgrade with the help of our hardware vendor. In and of itself that would not be a major problem, however yesterday, two failures triggered a cascading array of system failures. We did identify why the router failed, and more importantly why we weren't able to provide the desired level of redundancy and resilience to our network that you would expect from us. We are conducting a full audit of our network architecture to identify additional potential areas for improvement and opportunities to deliver better performance. We are also continuing to run diagnostic tests and adding additional monitoring to identify underlying issues that could potentially impact our customers in the future. We would like to say that we will never have a network service outage again, but realistically that isn't something we can promise. We have already implemented new protocols for testing and rollouts. What we can assure you is that we have taken steps to revise our processes, optimize our equipment, and bolster our network resiliency, to prevent the likelihood of this same incident happening again in the future. We absolutely understand how you must feel, and since we know how important your on-line presence is to your business, we sincerely apologize for the outage and the impact it had on your business. There is no way we can make up for what may have happened to your business but as a token of our appreciation for your patience and understanding we are prepared to extend your core hosting services term by one month. If you accept this offer, please let us know and we will add the additional time to your hosting account. Final Consumer Response /* (3000, 7, 2013/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) BlueHost shuts a business down for an entire day and offers an extension on my hosting service worth $10. Really? Is that what they believe is equitable? That's the best they can do? I understand that a hosting service can not promise there won't be another outage. What they failed to even address is that they never followed up! They never contacted the companies after the outage to indicate what had happened. No explanation - nothing! I'm asking for one year of hosting: $120. That's a very small token of what they have cost my business in terms of time, attention, and loss of revenue. Business Response /* (1000, 16, 2013/10/01) */ Our billing department has submitted a cancellation form to the email address on file. Once the form is completed and received by the billing department we can proceed with a pro - rated refund $36.95 + 1 month in addition what we have already offered -Total $43.51

10/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bluehost took down my favorite website and wont respond as to why they took it down amd when it will go back up. They refuse to respond to inquiries. Www.C4ss.org is the literary site. They took it down and wont 9/24^2013. Restore it or give me any indication of when it is going up. I am a customer of their service. Why dont they talk to me or want to help?

Desired Settlement: I want the websites restored and the c4ss.org to recieve compensation for their time trying to restore the literary art they paid to have hosted. I use bluehost service and they didnt think they had to talk to me. Its a scam to take money for hosting websites and then take them down. I asked to contact the CEO listed on the site and the person said it was false information posted. Would not help me at all. Rude and dont deserve to host the internet.

Business Response: Initial Business Response /* (1000, 5, 2013/09/30) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com Ms. ********* is not the owner of the c4ss.org hosting account. We do not discuss account details with parties that cannot verify ownership of said accounts.

9/30/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: paid for 3 years of hosting they canceled my hosting for the service i paid for for 3 years now want $50 more to reactivate. they made an unauthorized charge on my credit card for something unrelated to my hosting that I paid for for 3 years and canceled my account. I am filing with you then a lawsuit in small claims and filing with FTC for extortion via internet.

Desired Settlement: I demand a full refund for the $190 for not completing the contract we agreed to. I demand an apology from Dave employee number 1930 who also hung up on me.

Business Response: Initial Business Response /* (1000, 5, 2013/09/12) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bluehost.com We are unable to locate an account under the , email address or information provided. We have numerous account under the name of **** ******. Please provide a domain name is order to locate and review the account status.

9/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Told incorrect that cancelling hosting wouldn't affect my domain names. Lost web traffic and email to my business. I was told by two different Bluehost chat representatives that cancelling web hosting would not cancel my domains. I understood this to mean that the DNS records would not be modified. My email and website DNS records were currently pointed to a new hosted solution for my business. When the hosting account was cancelled the DNS records were removed and I lost access to my business's website and email. Since I thought DNS records wouldn't be affected. I paid for one year domain name and whois privacy on Sept 7, 2013 and cancelled web hosting on Sept 8, 2013 Bluehost did not show interest in remedying the situation and I was obligated to get domain hosting through a different company.

Desired Settlement: To rectify this embarrassing situation, I expect Bluehost to refund the $25.98 paid for one year for the domain deserth2o.com that was only active for 1 day.

Business Response: Initial Business Response /* (1000, 5, 2013/09/18) */ Contact Name and Title: ******* S - Legal Assistant Contact Phone: XXXXXXXXXX Contact Email: *****@bluehost.com Since the $25.98 charge was for a term that has not yet begun, there is no issue in refunding it and in fact, the refund could have been processed upon Mr. *********'s request prior to transferring the domain away. Now that the domain has been transferred, our billing software is unable to refund the transaction until the previously scheduled renewal date. Once that renewal fails (because the domain has been transferred), the system will automatically reverse the transaction and refund the $25.98 to Mr. *********. The domain's renewal date appears to have been 22 Sep 2013. Please allow 5-7 days following that date for the reversal to appear, and feel free to contact our Billing department for assistance if there are any problems. Final Consumer Response /* (2000, 7, 2013/09/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Acceptable as they refunded my money.


Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

14 Customer Reviews on Bluehost Inc.
Positive Experience (0 reviews)
Neutral Experience (0 reviews)
Fusion Chart
Fusion Chart