Complaints

This profile includes complaints for InMotion Hosting, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  InMotion Hosting, Inc.

  360 N Pacific Coast Hwy Ste 1055 El Segundo, CA 90245-4414

  
• 

  InMotion Hosting, Inc.

  555 S Independence Blvd Virginia Beach, VA 23452-1103

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:01/30/2024

  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.

  To Whom It May ********* am writing to formally lodge a complaint against InMotion Hosting due to unresolved issues related to the cancellation of my account and inquiries regarding refunds for unused services. Despite my efforts to resolve this matter directly with InMotion Hosting, my attempts have been met with a lack of response, leading to unnecessary inconvenience and potential for unwarranted charges.Details of the Complaint:Initial Contact: My initial communication with InMotion Hosting was made in October 2023, where I requested the cancellation of any further charges on my account and sought information on potential refunds for services not utilized.Lack of Response: To this date, I have not received any acknowledgment or response to my request, despite multiple follow-up attempts.Requested Resolution: I am seeking an immediate update on the status of my account cancellation and a clear explanation of InMotion Hosting's refund policy as it pertains to my case.Urgency of Resolution:This issue requires urgent attention to prevent further misunderstandings and to ensure that I am not subjected to unnecessary charges. I had set a deadline for a satisfactory resolution by Monday, January 22, ****, which has regrettably passed without any communication from InMotion Hosting.Further Actions:In the absence of a timely and satisfactory resolution, I am prepared to escalate this matter by contacting the ********** ********** of ******** Affairs and may consider obtaining legal counsel to explore my options.Conclusion:I urge the Better Business Bureau to facilitate a prompt dialogue between myself and InMotion Hosting to resolve this matter expediently. I appreciate your attention to this complaint and look forward to a resolution that rectifies the issues I have faced.Sincerely,*************************

  Business Response

  Date: 02/05/2024

  Hello *****,

  Are ************* Team has reached out to left a voicemail on the phone number we have on file, as well as sent an email to the address we have on file in regard to your cancellation and refund. If you can please look for these and communicate back with them, they  are happy to review your account and help with processing the cancellation.

  We are sorry for any inconvenience this may have caused, and hope to work with your to resolve the matter quickly.

  Best Regards,
  
  InMotion Hosting Legal Department
  
  

• Initial Complaint

  Date:12/08/2023

  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 have purchased a webhosting service that has been broken for over a week. This is a business account that cannot successfully send emails to yahoo, ************ and other well established web mail services.

  Business Response

  Date: 12/18/2023

  We sincerely apologize for any inconvenience you may have experienced, and appreciate your bringing your concerns to our attention through the Better Business Bureau. Your satisfaction is our priority, and we regret any frustration you may have experienced.

  
  If your concerns were not addressed, please contact our legal team at ******************************** and they may be better suited to resolve any outstanding issues.

  
  In the meantime, we understand the importance of resolving matters to our customers satisfaction. If the issue remains unresolved, we are more than willing to offer a full refund for your purchase. Your satisfaction is of the utmost importance to us as we want to make things right.  Again, we apologize for any inconvenience caused and appreciate your understanding as we work to rectify the situation.

  
  If you have any further questions, please do not hesitate to reach out to our legal team.  Thank you for your patience.

• Initial Complaint

  Date:04/27/2023

  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 received the following from my web host provider. (They started sending nag letters 2 months ago), I've been a customer of theirs for the past 4 **************************** - thenightskyii.org - Payment Due - 2nd Notice Dear *****,Your account is currently past due and your prompt attention is required to ensure that your site stays online.Our system is attempting to bill your account with the main username of thenig12 for service with InMotion Hosting. Unfortunately, we were not able to process the payment using the credit card ending in 7375.In order to ensure that your site stays online, your prompt response is required. The good news is renewing has never been easier or faster! Click here.Subscription Listing:Launch Plan - 2 Year (thenightskyii.org) - 1 year - $167.88 - (Renewal Date: 05/03/23)Backup Manager - 1 Year (thenightskyii.org) - 1 year - $30.00 - (Renewal Date: 05/03/23)SubTotal: $197.88 Applicable Taxes and Fees: $0.00 Amount Due: $197.88 Alternatively, you may call our office at *************** in order to update this information. Customer Support agents are available 24/7 for your convenience.Thank you for your cooperation.Regards,InMotion Hosting Now I'm not debating on the bill, amount owed or anything like that, When it comes due next month it will be paid.My complaint here is how early they start the billing/nagging process. Each time they attempt to withdraw funds and they aren't there, my credit report takes note of that.They claim they do it to prevent any interruption of service. If that would occur it's my bad, not theirs.If the family and I go eat at a sit down restaurant we certainly don't pay before the food arrives. Would you?According to how they responded, with me being on auto pay, they could just as easily bill me for the next 2 year cycle right after I pay this one..to prevent interruption of service.A load of c***

  Business Response

  Date: 05/02/2023

  Hello *****, 
  

  We are sorry for any frustrations that our renewal reminders may have caused. Our reminders are set to go out 30 days prior to the renewal date. We do this to ensure that our customers are not caught off guard by the payment. If you would like to have those renewal reminders notice time changed to a later date, say such as 7 days prior, you can follow our support article titled Renewal Information. 
  The earlier renewals you mentioned are in regard to domain registrations and the hosting account associated with the domain. The payment is processed two weeks prior to the cancellation date for the domain. This is done to provide our customers with the ability to update payment information if the original attempt fails to go through.

  With a hosting account, we are able to allow a grace ****** for the service to stay active so our customers can make arrangements, but that is not the case with domain registrations. Domains are registered with our domain registrar Tucows. If the due date passes without payment, the domain is shut down and, regardless if the hosting plan was paid for, the website would no longer be available on the internet. Reactivation of failed domains may also carry additional fees from Tucows to reactivate, which the earlier renewal helps to avoid. The payment, when processed, renews the domain 1 year from the cancellation date, regardless of when the payment is processed.

  The notice that we process the earlier renewals can be reviewed as part of our Terms of Service under section 11.11.4. 

  Again we are sorry for any frustrations the earlier renewal reminder may have caused.

• Initial Complaint

  Date:03/07/2023

  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.

  Inmotion hosting provides modified versions of cpanel that do not have fully functioning backups. Files exported do not load on other servers. That means inmotion has made it harder to migrate a way from their services. This is NOT how cpanel and whm are supposed to function. I've been a web developer for over 22 years and have worked with cpanel and whm for over 20. I have never had a problem migrating sites until I tried migrating a site from inmotion. You owe us a refund or fully functioning backups.

  Business Response

  Date: 03/15/2023

  Hello ******,

  We are very sorry to hear of the difficulties you have experienced with your cPanel backups. We would like to help you with a resolution to this situation but have been unable to investigate your claim based on the information provided. We ask that you please reach out to us directly at ******************************** with the primary domain name and primary email address associated with your account so that we may conduct a proper investigation and formulate a proper solution.

  We await your email and will be happy to assist in any way we can once we can confirm your claim.

  Thank you,

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

  InMotion Hosting Legal Team

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19548228
  
  I am rejecting this response because:  We found an other way to remove the client from inmotion which means I don't have time to help trouble shoot this problem.  There was a problem with the full backups generated from InMotion's installation of cpanel because the file was not able to be uploaded to an other server.  I moved the site manually.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/17/2023

  As you have advised that the issue has been resolved, and upon review the information we have in regard to your account, shows that the cost of your hosting has been refunded back to you. We sincerely apologize for any frustrations and inconvenience this has caused for you. We are sorry that you have not been pleased with your recent interactions with us; however, if there is anything that we can assist you with, please let us know.

  Customer Answer

  Date: 05/03/2023

   
  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:02/06/2023

  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.

  Below is a chat with inmotion's customer support. We stopped service 4 months prior to our plan expiring and they will not prorate us a refund. this is stealing as we have paid for services we don't need and they refuse to offer a refund and basically are just like sorry for your luck - we want a prorated refund for our hosting and for you to stop ripping off your customers.
  
  Begin chat-
  
  me:
  im stopping hosting before my plan expires - do i get a prorated refund for time not used hosting my site etc?
  Chat started
  
  ******* C.
  Hello ****** ********, my name is *******. Thanks for contacting us today! Please hold for 2-3 minutes while I get your account pulled up.
  avatar
  kk ty
  ******* C.
  Thanks for holding, ******! Since your VPS plan was renewed over 90 days ago, you unfortunately wouldn't qualify for a refund, but it is set to expire, so you can continue using it until the end of the renewal term on June 16th.
  avatar
  why would i need to pay for time i didn't even use it
  this makes no sense
  ive been a good customer for you guys, sent people as referrals even, now im getting penalized for not paying monthly as i went?
  ******* C.
  I'm not sure I'm following - you wouldn't need to pay again, you are getting the time that you paid for.
  avatar
  if i was paying monthly what would happen
  i would stop paying
  saving myself money from now until june correct?
  so because i paid upfront im ******** and paid for 4 months i didn't even need?
  is that what you're telling me *******?
  ******* C.
  Our refund policy only allows us to refund hosting plans within 90 days of renewal, as monthly rates are typically higher than annual rates. So, unfortunately, yes. Is there anything else I can assist you with today?
  avatar
  answer the question - if i was paying monthly and stopped service would i be billed until june?
  or would my final payment be the last 30 days i used your service
  so yes i get ripped off $60?
  ok thank you! reporting to the better business bureau
  Type a message here...

  Business Response

  Date: 02/07/2023

  Hello *****,
  
  Thank you for reaching out to us with your concern.
  
  We have investigated the matter and found the following:
  
  Your services were renewed In June 2022 for a period of one year.  Per the Terms of Service which were agreed to upon your purchase of the services, renewals of existing services are only eligible for a refund within the first thirty days after the refund.  
  
  Considering your long-standing relationship with our company and in the interest of good customer service, we would like to offer you a prorated refund for the remainder of your purchased services dated from the end of those services being active.  Any cancellation fees will also be waived.  
  
  To accept this offer, please email [email protected] and reference your BBB complaint and that you have received a response from the Legal Team.
  
  If you have any further questions or concerns, please let us know.
  
  Thank you,
  Andrew ***
  InMotion Hosting Legal Team

  Customer Answer

  Date: 02/07/2023

  
  
  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 have reached out to Inmotion to settle with prorated refund and waiting for their response
  
  
  
  Sincerely,
  
  
  
  ***** ********