Complaints

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.

• Initial Complaint

  Date:07/11/2025

  Type:Order Issues
  Status:

  AnsweredMore 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.

  Subject: Follow-Up on ******************************* Loss Dear GreenGeeks Support Team, Thank you for your response dated July 7, 2025, regarding my formal complaint about the significant data loss I experienced following your recent system update. I appreciate your acknowledgment of the issue and your commitment to investigating the matter. However, I am writing to emphasize the urgency of this situation and to provide additional details to assist in your investigation, as requested. The affected domains include [list specific domains, *********************, **************, ***************. ********************, ***********************, *****************, which hosted critical files, some dating back five years, essential to my business operations. The data loss has resulted in the loss of more than 5 clients, significant financial damages, and the additional expense of purchasing a VPS to migrate my services away from your servers. I urge you to prioritize the investigation and data recovery efforts, as the impact on my business continues to grow.

  Business Response

  Date: 07/15/2025

  Dear *********
  Were sorry to hear about the experience and understand how upsetting it is to lose access to important data. We appreciate the opportunity to respond to this matter.
  Our system show using hosting multiple websites on a Virtual Private Server (***) with GreenGeeks. As outlined in our *** policies and Terms of Service and confirmed in multiple support replies GreenGeeks does not maintain backups of *** environments. *** clients are fully responsible for managing their own backups and recovery solutions. This is clearly stated on our website and was reiterated during our support correspondence:
  
  -GreenGeeks Backup Policies | **********************************************************************************************
  -*** General Information | *******************************************************************************
  -How to Enable/Disable Backups on *** | ********************************************************************************************
  
  In this case, we conducted a thorough review of all available logs, including the accounting and user files stored on the *** prior to its termination. Our records corroborated by ****** showed no indication that ****** accounts for the reported domains were ever added or removed from the server beyond early April 2025. Once the *** was terminated due to non-payment, all data and logs were permanently erased, in line with standard *** protocol.
  
  We understand the frustration this caused, but there is no evidence of system failure or service error on our side. Additionally, because backups were not enabled and the *** was no longer active, we have no technical path to recover the data.
  We cannot offer monetary compensation for issues outside our scope of responsibility particularly when our published policies were not followed and the service was no longer active.
  If there are further questions or documentation not previously shared, were open to reviewing it.
  Thanks for your understanding
  
  GreenGeeks

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  On March 19, 2021, I paid for a web hosting order for $59.40 USD to GreenGeeks LLC to migrate my blog to WordPress. However, due to GreenGeeks LLC's inadequate hosting platform, the migration was unsuccessful. In addition, I was unable to receive the intricate technical support to assist me with such a complex technological endeavor. Once I realized that GreenGeeks LLC was not a customer service-oriented platform, I decided to utilize GreenGeeks LLC for less intensive purposes. I initiated the transfer of one domain name to GreenGeeks LLC on September 9, 2021, and the transfer was completed on September 13, 2021. Since the web hosting was unusable, I requested on December 3, 2021, a refund or store credit to transfer more domain names. My refund or store credit request was denied. In short, GreenGeeks LLC was satisfied with taking my money and not providing a service or product in return. Afterwards, I transferred my domain name from GreenGeeks. Yet, even though this domain name was transferred away from **************, an invoice was generated for an empty account. On August 26, 2022, I requested that GreenGeeks LLC close and delete my account. This request remains unfulfilled, and my account remains open to my astonishment almost three years later. On November 5, 2024, ************** attempted to charge my card on file for an empty account. They sent me an email demanding that I update my credit card on file to "avoid service interruptions." There should not be a service interruption or reason to charge my card because the account is empty, and the account should be closed. I am once again requesting a refund for the amount of $59.40 USD and for my online account to be permanently closed and deleted, including the deletion of the associated data. This request abides by *********'s privacy policy: "GreenGeeks also allows individuals and customers to delete their personal information which is in GreenGeeks custody and control, by requesting erasure of the same."

  Business Response

  Date: 02/26/2025

  Dear Customer,
  
  Our apologies for the message received in November 2024, it was an automated email message sent by the system. No charges were attempted as there were no active services.
  Unfortunately, we cannot provide a refund for the service acquired in 2021, we only have refunds within the 30-day guarantee as it was explained in previous communications with our team.
  
  Additionally, we couldn't find a request to delete your account in our registers
  
  To delete your GreenGeeks account, follow these simple steps:
  Log in to your GreenGeeks account using your email and password.
  Go to your profile Click on your name in the top-right corner of the dashboard.
  Select "My Profile" from the dropdown menu.
  Navigate to the Privacy Tab Here, you'll find options related to account management.
  Request account closure Look for the section labeled Request Profile Removal / Request Account Closure and follow the prompts to complete the process.
  Thats it! Your request will be submitted, and GreenGeeks will process the account deletion accordingly. If you have any concerns, you can always reach out to support for assistance.
  
  If you need any help please let us know.
  
  GreenGeeks
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22960038
  
  I am rejecting this response because: There should not be an automated email message attempting to collect credit card information. Why do you need payment information for an empty account? That potentially leads to automated charges on my credit card. That's basic. Also, "nice" to see after four years, you all still cherish the value of receiving payment for do nothing.  The service was not functional then, and based on how you all are sending automatic emails to trick people into uploading payment information I guess it is still not functional enough to retain customers even now. You also never addressed the attempt to charge my account in 2022 to renew a domain name that was no longer in my account.

  I've followed the steps to permanently delete my account and associated data. I'm also requesting confirmation that my data has been deleted and that my data will not be sold.
  
  Sincerely,
  
  ****** *****

   

  Dear Customer,
  
  Our apologies for the message received in November
  2024, it was an automated email message sent by the system. No charges
  were attempted as there were no active services.
  Unfortunately, we
  cannot provide a refund for the service acquired in 2021, we only have
  refunds within the 30-day guarantee as it was explained in previous
  communications with our team.
  
  Additionally, we couldn't find a request to delete your account in our registers
  
  To delete your GreenGeeks account, follow these simple steps:
  Log in to your GreenGeeks account using your email and password.
  Go to your profile Click on your name in the top-right corner of the dashboard.
  Select "My Profile" from the dropdown menu.
  Navigate to the Privacy Tab Here, you'll find options related to account management.
  Request
  account closure Look for the section labeled Request Profile Removal
  / Request Account Closure and follow the prompts to complete the
  process.
  Thats it! Your request will be submitted, and GreenGeeks
  will process the account deletion accordingly. If you have any concerns,
  you can always reach out to support for assistance.
  
  If you need any help please let us know.

  Business Response

  Date: 03/03/2025

  Dear Customer,
  We can confirm that we have received the account removal request, and all your data has been erased.
  As per the email received, as mentioned that was an isolated event due to a system error that has being fixed as well, no charges were attempted as mentioned.
  Thanks.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22960038
  
  I am rejecting this response because:

  I will never find it acceptable to pretend to offer services, and then withdraw payment for services are too inadequate to use. I will always be in pursuit of the money that stolen from me In addition, GreenGeeks, LLC is pretending as if my card was not charged due to being an ethical company. I counter this image GreenGeeks, LLC is falsely portraying. My card wasn't charged because it was expired and GreenGeeks, LLC, was unable to withdraw payment. If *************** could have withdrawn payment they would had, just like all the other cards they charged. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/12/2025

  Dear ******,
  
  We understand your frustration and appreciate the opportunity to clarify the situation.
  
  To address your concerns:
  
  Account Closure & Data Deletion Your account has been permanently deleted, along with all associated data, in compliance with our privacy policy. We do not sell or share client data.
  Billing & Automated Emails The email you received was an automated system message, and no charges were processed. We acknowledge your concern regarding receiving this message, and we have already resolved the issue to prevent similar occurrences.
  Refund Request Regarding the original payment from 2021, our services were provided per the agreed-upon terms. As stated in our refund policy, we offer a 30-day money-back guarantee, which was explained in prior communications. While we regret that our hosting platform did not meet your needs, we cannot issue a refund outside the policy window.
  
  We strive to provide a transparent and high-quality service to all our customers, and we regret that your experience did not reflect that. If you have any remaining concerns, were happy to assist further.
  
  Kind Regards,
  GreenGeeks

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22960038
  
  I am rejecting this response because: You are abusing your arbitrary 30 day refund window. The 30 day refund limits are for offline businesses who are ensuring that customers are not using the product and then returning it for a full refund after using it for months. It is to protect their inventory and maintain the quality/integrity of their products. Hosting is a digital product, you can clearly see that this intangible digital product was not used because it was faulty. I made this same request from another hosting company and it was no issue. They applied the refund as store credit for my domain names renewals because they could see that the hosting was not used.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  We created a website on greengeeks in 2021 called ****************** We paid for and used the first year of the service but realized we didn't want to continue in December of 2022 before our first year was up.We requested a cancellation of our services (not a refund request for the first year that we paid $116.15 for).They denied our request initially, then a few weeks later they cancelled our *********** suddenly last week they charged us $430.20 for a website that was cancelled 3 years ago and has not been active since.They also charged us on a credit card that they must have illegally obtained because it is a completely different credit card than what we originally provided them.We just want our money back and to not have any dealings with them in the future.

  Business Response

  Date: 12/11/2024

  Dear ****,
  Im truly sorry to hear about the situation youre facing. Were here to assist you, clarify the case, and work towards a solution.
  Unfortunately, the email address provided, ************************* doesnt appear to be associated with an account based on the information in the images you shared. Could you please provide the email address linked to your GreenGeeks account? This will help us properly correlate your account while adhering to our security protocols.
  Thank you for your understanding, and we look forward to resolving this for you promptly.
  Thanks
  GreenGeeks

• Initial Complaint

  Date:11/26/2024

  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.

  I had cancelled Greengeeks whole account: domain, web hosting, etc. years ago due to no longer needing web hosting. (I am in a different profession.)I went thru the steps directed and had my settings to NOT renew automictically I have email confirmation that I kept over the years..Here is from email confirmation from GreenGeeks Your cancellation request #***** has been updated. Login to your GreenGeeks account to review and respond to your cancellation.Cancellation Request Link: *********************************************************** This was in March 2023.11/23/2024, I was surprised when I saw Greengeeks email sending an invoice, saying action required payment failed. I thought it was a scam email and never opened because I had directed my account closed and set up not to renew.I was shocked and angry when I received another email from GreenGeeks, 11/24/2024, stating it had charged my credit card $610 without my authorization! I have never paid anything close to that for a web hosting, which was what the charge was for and I haven't hosted in a couple years. I went online and saw indeed it was not a scam but GreenGreeks unscrupulously charged my credit card an outrageous amount for something that was supposed to be closed. I have no way of taking my credit card off there either. They have it so I can't remove it. I immediately contacted GreenGeeks support and have a ticket in but so far no resolution. ticket : LJI-309-***** I kept reiterating that I want my money FULLY refunded and the account closed after with no links to my credit card. Thank you

  Business Response

  Date: 12/11/2024

  Thank you for sharing your experience. We sincerely apologize for the inconvenience caused by the unexpected charge. After reviewing your case, I can see our team have processed the refund to your account and taken steps to ensure your account is closed with no further links to your payment details.
  We deeply value your feedback and are committed to improving our processes to prevent situations like this from happening again. If you have any further questions or concerns, please feel free to contact us. Thank you for giving us the opportunity to resolve this matter.
  Thanks
  GreenGeeks

  Customer Answer

  Date: 12/13/2024

   
  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,
  
  ****** *****

• Initial Complaint

  Date:11/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  I contacted ********** web hosting to terminate my account on or about 6 November 2024. Unfortunately, After calling them, I was told I had to cancel the account via their website. I followed their procedure and stated I wanted the account closed immediately, which was prior to the renewal date of 16 November. About ten days later I received an email from GreenGeeks stating that funds had been taken from my bank to pay my account. I called ********************** the same day (Nov 16) and they said I did not completely close the account as I previously thought. ( Its not a user friendly process). Anyway, with ********************** on the phone with me this time, I closed the account again. Today, on 18 November I received an email from GreenGeeks stating that my account would be terminated at the end of the term. I immediately called them again and told them the account had been closed (3rd time). They said since it was closed after the renewal date, that I may not be able to get the funds refunded. I explained that I initially closed the account prior to the renewal date and specifically noted in the comments section that I wanted the account closed immediately. I also mentioned at this point of frustration, I might need to take legal action. Within about thirty minutes of the call I received another email from GreenGeeks stating that they would give me a refund of $135.45 of the $143.40 that they deducted. The difference was to cover 1-month fee. i believe this to be in very poor taste not to provide the full refund.

  Business Response

  Date: 11/22/2024

  Thank you for sharing your experience. I'm sorry to hear about the frustration you faced during the cancellation process. While we strive to make our procedures as straightforward as possible, I understand that this situation caused inconvenience. Im glad we were able to resolve it by issuing a refund, though I acknowledge it may not have fully met your expectations. Our actions are guided by our Terms and Conditions, which outline the cancellation process. That said, were committed to continuously improving our procedures to make them as seamless and user-friendly as possible. Your input helps us identify areas for improvement, and we truly value it. Thank you for giving us the opportunity to address this. Your feedback is invaluable, and well use it to improve our processes moving forward.

• Initial Complaint

  Date:11/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  I am requesting assistance with a billing issue with GreenGeeks, my hosting provider of over 5 years. Due to a credit card mix-up, chargebacks were applied in error. Despite my efforts to resolve this directly, GreenGeeks' customer service team has been unwilling to assist, which is disappointing given our long-standing relationship.On Oct 7th, 2024, I discovered the credit card error, promptly updated my payment information, and notified GreenGeeks. On Oct 9th, I was informed of three chargeback fees totaling $135 ($45 each) and arranged to settle the balance. Between Oct 7th and Oct 30th, I remained in communication with GreenGeeks, reaching out on Oct 7, 9, 11, 14, 15, 20, and Oct 30th to understand and pay my bill.However, on Oct 30th, as I prepared to pay the agreed balance of $153.77, I was told an additional, unexplained chargeback fee of $45 had been addedraising my balance unexpectedly. No notification or record of this charge appeared until Oct 30th. After numerous inquiries, I learned this 4th chargeback was applied on Oct 10th. GreenGeeks didnt provide documentation until the 31st or explain the lack of notification for this fee.While GreenGeeks' policy generally disallows chargeback refunds, I believe the lack of notification justifies an adjustment. I am requesting one of the following:Removal of the 4th Chargeback Fee: Since there was no notification or documentation, I request it be removed from my balance.Account Balance Adjustment: If GreenGeeks wont remove the fee, I request a $45 balance adjustment as a fair resolution.This issue has placed financial strain on me, and my websites are currently suspended. Despite accepting responsibility for the initial credit card error, this unannounced fee has put the balance out of reach. After 5 years of loyalty and recommending GreenGeeks to my clients, I feel dismissed by their handling of this issue. I hope BBB can facilitate a fair resolution and encourage GreenGeeks to act transparently.

  Business Response

  Date: 11/06/2024

  Hi *****,
  
  Thank you for reaching out and sharing the full context of this issue. Im truly sorry for the frustration this has caused, especially given your five years of loyalty and trust in GreenGeeks. I appreciate your efforts to clear things up and want to work together to resolve this in a way that works for both of us.
  
  To clarify, the chargebacks are indeed fees that GreenGeeks pays directly to the bank, and theyre added to your account as administrative fees in the following invoices:
  
  Invoice ID #******* $45 Merchant Chargeback Fee
  Invoice ID #******* $45 Merchant Chargeback Fee
  Invoice ID #******* $45 Merchant Chargeback Fee
  Invoice ID #******* $45 Merchant Chargeback Fee
  
  I understand the chargebacks have added to the financial strain. As a way of recognizing this and helping you move forward, heres what we can offer to help:
  
  10% Adjustment: We can apply a 10% reduction to your balance.
  Installment Options: If this helps, were also able to set up the payment in two installments, so you can reactivate your account without the full immediate payment.
  
  Please let us know if we can move forward with this proposal through the current ticket opened for this case in your GreenGeeks Account: *************//
  
  We genuinely value your partnership and the clients you've referred over the years and are here to help restore your services as quickly as possible.
  
  Lets work together on a solution that best supports your needs.
  
  Looking forward to hearing from you!
  

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  + August 12, 2024 transaction date + ****** USD paid to the business + They committedto provide me 1600GB of disk space as advertised on their website, along with other things.+ I've been a customer for more than 8 years, they changed me from one old deprecated plan to a new one, so they already had all the account information, disk used, and maximum quota per account configured, so they charged and configured the new plan on my account. Then I notice a lot of problems and that I cannot make changes to the accounts because "my maximum quota disk configured passes the disk space limit". These are 2 different concepts, they are mixing it up together, so they give less disk space, it is impossible to have the accounts set for the quota and disk space match.+ GreenGeeks LLC thru their suppor personnel have not tried to resolve the issue, they say its my problem, that I should change the "maximum quota used per account" lower than the "disk space" that they advertised, when there are 2 very different concepts.+ They advertise thru their website: **************************

  Business Response

  Date: 09/23/2024

  Thanks for your message, unfortunately the contact email provided doesn't show in our client base to be able to review this issue. Please let us know the email associated with your GreenGeeks Account so we can address and find a solution for this case.
  Thanks.

  Customer Answer

  Date: 09/23/2024

  ****************************************** is the signin email you have.

  Solutions provided: buy more plans and migrate your customers to them, creating problems and time consumption... 

  Notes: You just migrated me to this plan recently! Not even you knew this arbitrary, nonsense, quota rule? Why did you changed my plan then?

  Business Response

  Date: 09/27/2024

  Thank you for sharing your experience and for being a valued customer with us. I understand the frustration surrounding the disk space limits after the plan change.
  
  To clarify, there is a typo on the first line as we do not offer 1600GB of disk space. When we received your request to move to the RH-80 plan, our team noted that your current usage was around 220GB, which exceeds the 160GB limit of the RH-80 plan. To accommodate this, we previously advised splitting your cPanel accounts into an additional RH-50 plan, which provides 80GB of SSD disk space.
  
  It's important to highlight that the plans you offer to your clients through your reseller account must stay within your total disk space limit, even if the initial usage is lower. For example, if a plan includes 100GB of space, the client can't allocate 200GB to their clients because we do not support overselling.
  
  We understand that some web hosting companies allow the practice of "overselling," where a reseller can allocate more space to their clients than what is technically available, assuming not all clients will use their full allocated space. However, at GreenGeeks, we do not support overselling. This approach helps maintain optimal server performance and prevents resource over-allocation. In our case, the total disk space allocated across all cPanel accounts within a reseller plan must stay within the plan's limits to manage resources predictably and avoid potential overutilization issues.
  
  We sincerely apologize for any confusion this may have caused. Our support team has been providing assistance and exploring options to meet your hosting needs. We will continue to be here to help you as much as possible. We appreciate your understanding and patience as we work through this together.
  
  GreenGeeks Team

• Initial Complaint

  Date:03/26/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I decided to cancel my webhosting service with GreenGeeks but could not find a cancellation option on their web interface. Instead I had to write to them to get a link to cancel my service. I filled out the form on March 7 and hit submit and the form simply disappeared. Others have noted this same highly suspicious occurrence. On or about March 16 I received a notice from GreenGeeks that I was being charged for a renewal. I accessed their chat feature and was told by their representative that I cancelled my service but then rescinded the cancellation. This is false and highly deceptive. During that chat I told their representative 3 times that I wanted to cancel my service and have nothing to do with GreenGeeks ever again in light of their unfair business practices. I have exchanged emails with their representatives who confirmed that I cancelled my service on March 7, well in advance of their required 5 days notice to cancel before renewal. They claim my cancellation was incomplete which is incomprehensible since my intention to cancel their service was ******* clear, confirmed by them and repeated. They continue to insist they will charge me for services that they are not providing (I moved my website to another host on March 8 that they can easily confirm). I have asked them to cease and desist from claiming I owe them any money.

  Business Response

  Date: 04/01/2024

  Hello,Thank you for reaching out and sharing your concerns with us through the Better Business Bureau.
  We always strive to ensure a smooth and transparent process for all our services, including account management and cancellations. Hearing about your experience is concerning, and we take these matters seriously.We are committed to understanding and resolving any issues our customers face. While we have processes in place intended to make service cancellations clear and straightforward, your feedback suggests there may be opportunities for us to improve and ensure that our processes are as user-friendly as possible.
  Were pleased to note that the matter regarding the chargeback has been resolved, and a refund has been processed accordingly.
  At GreenGeeks, we are continually working to enhance our processes and customer experience. Feedback like yours is invaluable as it helps us to identify areas where we can improve, particularly in making our services more accessible and user-friendly.While this specific case has been technically resolved, we remain dedicated to ensuring that all our customers receive the support and assistance they need, with transparency and efficiency at the core of our interactions.
  Should you have any further questions or need additional support, we encourage you to reach out to us directly. Our team is here to help.
  Thank you once again for your feedback.

  Best regards,
  Customer Success Team
  **********************

• Initial Complaint

  Date:12/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  This is about a payment taken off my card on December 7th for a subscription renewal for a hosting service (GreenGeeks) that I have not been using for more than six months due to poor performance. On November 27th, I contacted their customer service letting them know that I did not want the service to be renewed. They wrote back with a link to an online form to complete the cancellation process. I filled in the form and hit submit, but it looked like the form just disappeared and there was no confirmation either on the page or in my mail. I tried again several times with the same outcome, so I wrote back to their customer service and let them know that the form didn't seem to be going through. After that, I did not hear back from them and assumed it was taken care of. Yesterday, I discovered that they had charged my account anyway ******* USD) for a whole year of hosting I will not be using and a service that I had attempted to cancel in good faith. Since I am used to European laws in these matters (where all purchases can be undone within 14 days of purchasing), I was not too worried and contacted customer service to request a refund. However, they say that they will not be making any refunds because I failed to correctly fill in the form. Is this legal despite there being a whole correspondence in which GreenGeeks confirms that they know that I want to cancel the renewal? And despite me filling in the form several times without it going through? Even communicating about that? This correspondence was within the time allotted to cancel a renewal per GreenGeek's cancellation policy.

  Business Response

  Date: 02/27/2024

  We at GreenGeeks deeply value the feedback and satisfaction of all our customers. I would like to personally address the concerns raised by ***** regarding her subscription renewal and the challenges encountered during the cancellation process.
  
  Firstly,I want to extend our sincerest apologies for any inconvenience and frustration that ***** experienced. After thoroughly reviewing the situation, including all attempts to cancel the subscription and the technical difficulties encountered with our cancellation form, we acknowledged the challenges experienced in the cancellation process.
  
  As a gesture of our commitment to fairness, customer satisfaction, and good faith,we processed the refund of $186.45 on December 18th, 2023.  We understand the importance of a straightforward and reliable cancellation process and regret that this was not *****'s experience.
  
  In response to this incident, we are taking significant steps to ensure our cancellation process is more user-friendly. These improvements are part of our broader initiative to continually enhance our customer support and service quality. GreenGeeks is dedicated to learning from every customer interaction. We believe in transparency, accountability, and constantly improving our services based on customer feedback. *****'s experience has been invaluable in highlighting areas for our improvement, and we are grateful for the opportunity to address and rectify the situation.
  
  We hope this resolution satisfies ***** and is a testament to our dedication to our customers. Should any further questions or additional assistance be needed,we encourage direct contact with our customer success team, who are more than willing to help.
  
  Thank you for bringing this matter to our attention, and once again, we apologize for any inconvenience caused.
  
  Sincerely,
  *********************
  Head of Customer Success **********************

• Initial Complaint

  Date:11/21/2023

  Type:Product 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.

  I've tried to cancel a subscription for internet hosting for years now with GreenGeeks. I thought I had finally cancelled my subscription last year but I received a bill again this October on my card. I'm incredibly frustrated as I don't receive emails from them, I've shut down the site and associated accounts with them. I always wait forever to get a representative who assures me that it is taken care of then I receive another bill next year. I've been charged over $500 in subscriptions I do not want. Most recently I was charged $203.40 on October 9th. I haven't been able to get a refund from GreenGeeks.

  Business Response

  Date: 02/28/2024

  We at GreenGeeks deeply value the feedback and satisfaction of all our customers.
  I would like to personally address the concerns raised by the client regarding his subscription renewal and the challenges encountered during the cancellation process.
  Firstly, I want to extend our sincerest apologies for any inconvenience and frustration experienced.
  Upon reviewing your account and the details of your complaint, we have confirmed that the subscription in question has now been canceled. We strive to make our cancellation process as straightforward as possible, which includes adherence to our Terms of Service that require cancellation requests to be submitted at least 5 business days prior to the renewal date.
  As per our Terms of Service and in line with our billing policies, we were unable to issue a refund once an invoice has been processed. This policy is in place to ensure fairness and consistency for all our customers. We understand this may not be the answer you hoped for, and we regret any disappointment this may cause.
  Regarding resolving your billing concern, we acknowledge that the matter has been settled to your satisfaction. While we typically manage refunds and billing inquiries directly through our customer service channels, we respect the outcome in this instance and are pleased that a resolution was reached.
  We want to assure you that we have taken this situation seriously and have used it as an opportunity to review and improve our internal processes. Our aim is to prevent similar situations from occurring in the future by enhancing our communication, billing, and cancellation procedures. We are committed to ensuring that our policies are transparent and easily navigable for all our customers.
  We appreciate your understanding and patience as we worked through this matter. We value your feedback and are dedicated to improving our services for all our customers.
  Sincerely,
  Customer Success Team
  ********************** Web Hosting

  Customer Answer

  Date: 03/04/2024

   
  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,
  
  *******************