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Business Profile

Web Hosting

HostPapa Inc

Headquarters

Complaints

This profile includes complaints for HostPapa Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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HostPapa Inc has 3 locations, listed below.

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    Customer Complaints Summary

    • 19 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:31/10/2022

      Type:Sales and Advertising Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      COM-Web Hosting Starter Annually Aug-18-2023 Active
      Manage
      COM-WP Pro -Annually Oct-24-2023 Active

      i need a refund for both service above, i placed order on oct 24 for hosting plan after hostpapa kept telling me i need to upgrade my hosting plan thats why i was having errors on my site. they lied, my site was only getting 2 visits per day nothing big. also need refund for hosting plan web hosting starter i paid for in august 18th.

      Business Response

      Date: 01/11/2022

      Hello ****,
      Thank you for reaching out to us through BBB.
      I’d want to begin by apologizing for any confusion that the resource-limits situation may have caused on your end. It has never been our intention to create any kind of difficulty, as our sole interest is in seeing you and your project flourish.
      Initially, my colleagues from the Solutions Department had reached out to you based on the volume of hits your websites were receiving from a variety of sources. A large number of hits can be generated despite a small number of unique visitors due to things like search engine and malicious bots, poorly built website resources (such as plugins), etc.
      In a shared web hosting environment, when one account exceeds the allotted resources, it affects the performance of the entire server and therefore all of the other accounts that are housed on that server. Our goal was to prevent this from happening while also guaranteeing that your project is not severely impacted and that you have the necessary resources to support your project's growth and success.
      If an upgrade is required, we'll take care of it for you as long as you give us the green light. Once everything has been resolved, we will issue the service upgrade and the corresponding payment invoice. As far as I can tell, a new service was purchased from your end, which resulted in a provisioning problem due to the domain name already being hosted on our servers. As a result, the provisioning of the new service/product has been delayed.
      Because of this, we have a procedure in place for handling similar circumstances that calls for us to carry out the upgrade on our end, which will make things easier for you and help us avoid future similar problems.
      My coworkers have already cancelled the newly acquired services and refunded the money via Ticket #*******. Invoice number ************** has been disregarded.
      In reference to the preceding service, which you paid for on August 19 via invoice **************, including the following services:
      COM-Web Hosting Starter (*********************.com) (COM-WHB-S)
      COM Domain Registration - Register (*********************.com) (CO-DREG)
      COM-Domain Privacy (*********************.com) (CODPRI)
      A refund for the unused portion of the service will be issued on a prorated basis (since this is now out of our 30 days money-back guarantee).
      Using Ticket #*******, my colleagues from the billing department will provide you with updates on this procedure. If would have any concerns regarding this, feel free to reach out to them using this ticket once they handle this for you.
      Once again, please accept our apologies for any confusion over this matter, and while we're sorry to see you go, we hope that my response was able to clear everything up and that I’ve managed to properly explain the overall situation.
      Have a great day ahead, ****!

      Regards, 

      Nicolae

      Customer Happiness Manager

      HostPapa Inc.

      Customer Answer

      Date: 08/11/2022



      Better Business Bureau: 

      i believe they refunded me now. 



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




      Sincerely,



      **** ****

    • Initial Complaint

      Date:26/09/2022

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hostpappa is trying to ****** money from me. They sent an email September 21st stating they will automatically bill my credit card for extraneous charges. They also plan to ***** my domaine name that I have purchased from another company! I am furious at the attempt to ****** money from me.

      Business Response

      Date: 27/09/2022

      Hello Jodie,

      My name is Nicolae and I am the Customer Happiness Manager here at HostPapa Inc.

      I
      would like start by apologizing for any misunderstanding and confusion
      that has been generated around the renewal of your services.

      First
      of all, I want to clarify the confusion regarding your domain name.
      According to Order #****** which has been submitted by you on
      Oct/22/2021 when you initially signed up with us, the services acquired
      are:

      Web Hosting Starter (***********************.ca)

      This is your web hosting service which gives you access to all the functions such as emails, website content, databases, etc.

      Concerning
      the domain name services, you decided to transfer your domain name to
      us when you signed up with HostPapa, therefore, we will manage the
      renewal of your domain name. As you can see below, the domain name
      transfer service is included on the initial invoice and the order:

      Domain Registration - Transfer (***********************.ca)

      This is your domain name service included with the web hosting plan. This is
      included for free for the first year. After the first year, it will
      renew at regular rates.

      My colleague from the Domains team
      notified you through email on Oct/28/2021 that your domain transfer
      request failed, and you responded on the same day with the EPP Code
      required to transfer the domain to HostPapa. You may see the specifics
      of this transfer request by navigating to your dashboard > My Support
      > Ticket Number: *******.
      The domain is now managed by
      HostPapa as
      the domain transfer was accomplished thanks to the EPP Code you
      provided. We would like to note that a domain transfer will fail if we
      do not get confirmation/acceptance from the Registrant (you).

      As a result, the transfer of the domain name has been performed with our consent, per your request.

      Regarding the renewals that were coming on Oct/22/2022 for the following services:

      Protection Power - Basic (***********************.ca)
      Website Backup (***********************.ca)

      These
      are add-on services which you have opted in for, according to Order
      #****** submitted on Oct/22/2021. These services renew annually.

      The
      only service that renews every 3 years, as per your initial order, is
      the web hosting service and this indeed, is set to renew on Oct/22/2024.

      You
      may always verify this information by logging into your HostPapa
      dashboard and navigating to the My Billing section - Invoice
      **************. As you can see below, you will be able to view all of
      the services you contracted with HostPapa along with their respective
      agreements inside this section:

      Web Hosting Starter (***********************.ca) (********) Oct/22/2021 - Oct/22/2024
      Protection Power - Basic (***********************.ca) (********) Oct/22/2021 - Oct/22/2022
      Domain Registration - Transfer (***********************.ca) (*******) Oct/22/2021 - Oct/22/2022
      Website
      Backup (***********************.ca) (*********) base price ($ 0.00 /
      Year) Backup Plan: 1GB Storage (+$ 19.95 / Year) Oct/22/2021 -
      Oct/22/2022

      The full context about this confusion was clarified by
      my colleagues in Ticket #******* on September 24th, 2022, and the
      add-on services (Backup + Protection Power) were also cancelled at your
      request.

      Lastly, I want to reassure you that there was never any
      intent to ****** you or pursue ******* behavior, as you have claimed in
      this thread and in the ticket. Every piece of information stated above
      and by my colleagues in the ticket I've referenced is completely
      accessible from your HostPapa dashboard and fully transparent

      To that end, I hope that I have succeeded in making this situation perfectly clear.

      Have a great day ahead, Jodie!

      Regards,
      Nicolae.

      Customer Answer

      Date: 27/09/2022



      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,



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

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