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

  
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  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:09/20/2024

  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.

  InMotion Hosting has caused a major loss in business and finances for me. They started having trouble in July 2024 when an upgrade caused a massive issue across servers. After weeks and weeks of trying to get help a supervisor finally arranged for a server move. The server move happened over a week ago and it has been a nightmare. The supervisor team will tell their agents to refuse calls and chats. It's nearly impossible to speak with senior leadership. When I did, I was promised false resolutions on multiple occasions. I am now stuck with a loss of data of my customers and my business operations, having to piece together billing and support history - I have weeks or more time to get this resolved all while hurting my brand due to services being offline. I've begged for their support in getting a resolution, hours and day or more go by and they've only made the situation worse. I have DNS issues that are being ignored, loss of data, continued down time and more. Management always has an excuse that some massive issue has ensued and they will ignore calls, chats, tickets, etc. I am at a huge loss here.

  Business Response

  Date: 09/26/2024

  Hello REMOVED,

  Thank you for contacting us.  We are very sorry to learn of the recent frustration that you have experienced and that our teams have been unable to resolve these problems.  As a company that strives to set the industry standard for customer service and technical support, it is clear that we have not delivered on this expectation. We are actively working on improving our response times, and apologize for the inconvenience in regards to your wait.  Our Supervisor team is working to resolve issues discussed on your call with you on 9/24 and hope to have a answer for you shortly. If this is something our support team is unable to solve, we'd be happy to offer complimentary Managed Hosting time as well to resolve these ongoing problems.
  
  Again, we sincerely apologize for any frustrations and inconvenience this has caused for you.  We do truly appreciate your business and value your feedback.  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: 09/30/2024

   
  Complaint: 22307007
  
  I am rejecting this response because:
  

  These issues are ongoing from July 2024. Every time I am told a resolution is being worked on, staffing issues arise - further delaying responses and rejected calls by management. This has happened multiple times and Im still awaiting the account issues to be resolved. Ive lost data and money from all of this with little concern from REMOVED. This case will be updated if/when REMOVEDsuccessfully resolves the issues. 

  Business Response

  Date: 10/11/2024

  Hello REMOVED,
  
  We're sorry to hear about the continued delay in resolving this issue, but hope to assist.  After review of your account with our Managed Hosting team, we were able to confirm that at this time, it appears that all DNS issues have been resolved (problem was determined to be with glue records held with registrar).  Additionally, we've updated all REMOVEDin SOAs to REMOVEDas requested.  Lastly, updates were made to resolve remaining cron issues.  We hope these recent changes will alleviate the ongoing problems you've experienced, but if for any reason you find you still need assistance, please let us know.
  
  InMotion REMOVED

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22307007
  
  I am rejecting this response because:

   I am still waiting for Kaecy to respond and for a resolution of the account compensation which needs to be discussed and agreed upon due to the downtime of service, difficulty and working towards a resolution, and several other factors. The new server is having continued downtime as well. REMOVEDrem; -webkit-text-size-adjust: 100%;">

  Sincerely,
  
  REMOVEDB

  Business Response

  Date: 10/24/2024

  Hello REMOVED,
  
  We wanted to let you know that we will be following up with the supervisor Kaecy G regarding your compensation request. In most cases compensation will wait until the issue is resolve so as to reviews everything that took place and takes in to account downtime and other factors. In the meantime, we see that you're still working with the Support Team to resolve your issues, and we encourage you to continue down that path as the supervisor reviews everything.
  
  We appreciate your patience, and we'll keep you updated as things progress.
  
  InMotion Hosting REMOVEDTeam

  Customer Answer

  Date: 10/27/2024

   
  Complaint: 22307007
  
  I am rejecting this response because:
  

  Still waiting for a resolution. The last call was cancelled again and I gave since reached out requesting a follow up to resolve this issue. 

   

  Note: the new server is having a ton of issue, requiring frequent reboots, sometimes a few times a day  

  
  Sincerely,
  
  REMOVEDB

  Business Response

  Date: 11/18/2024

  Hello REMOVED,
  
  We again are sorry that contacting you has been an issue. We have been advised that you were able to speak with the supervisor that was handling your complaint and were able to come to a resolution regarding compensation.
  
  We again sorry for any frustration you may have experienced, but are glad we could reach a ending that suited your needs.
  
  InMotion Hosting REMOVED

• Initial Complaint

  Date:08/14/2024

  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.

  We moved our hosting to inmotion and since our move there have been nothing but problems. Sites that were working are no longer working. For some odd reason they set up 2 cpanels for one account which may be creating part of the conflict. I was just told we are on an operating system they don't fully support and they can't tell me why they used that operating system if they don't support it. I'm spending more time on with support correcting issues because the sites are down 20-30% of the time. They are blaming the sites but they worked 100% of the time before we moved to inmotion. This is supposed to be a managed hosting with support but I'm not getting support just excuses

  Business Response

  Date: 08/22/2024

  Hello REMOVED, 
  
  We are sorry to hear about the issues you have been experiencing since your move to our hosting services. 
  
  Our Advanced Products Support Team reviewed your account and made a few changes to assist with your issues. 
       Access-Logs Correction: The soft-link for access logs was pointing to an incorrect path. This has been updated to the correct path.
       Error Log Review: The error logs were checked, and a few minor issues were resolved in the wp-config files, such as ensuring WP _DEBUG, was correctly placed above the wp-settings.php to avoid errors.
       Word WordPress Integrity Checks: All WordPress websites were reviewed, and their checksums were verified to ensure there were no issues.
       Email Functionality Testing: Test email accounts were created for the four domains hosted with us, and both sending and receiving functions were tested successfully.
       DMARC Records Addition: We added DMARC records for spinnakerpromos.com and travelsweepsai.com to enhance email security.
       System Updates: All necessary system updates were reviewed and completed if necessary to maintain optimal performance.
  We hope these steps we have taken help to resolve all your issues and allow you to enjoy your future with us. 
  
  For the frustrations that you may have experienced, we are providing you with 3 free months of hosting which have been applied to your account. 
  
  If you have any other issues or concerns, please reply to the email sent to you and we will be more than happy to help. 
  
  Best regards, 
  InMotion Hosting Customer Service. 

• Initial Complaint

  Date:06/12/2024

  Type:Customer Service 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.

  The tech-support available at In Motion Hosting has become extremely slow. I called the tech-support line and requested a call back and after even 2 1/2 hours did not receive a call. I called to bring this to the attention of the company and waited on hold for over 16 minutes. I then asked to speak to a supervisor in the billing department. I spoke to supervisor named REMOVED, who proceeded to reprimand me about my lack of patience and that for hours waiting on hold or for a callback is not unreasonable. When I asked him if 2 1/2 hours was an unreasonable amount of time to wait for a call back he very smugly told me actually it's four hours. I need to hear from somebody from the administration from this company. I pay for hosting I should get reasonable tech-support.

  Business Response

  Date: 06/17/2024

  Hello REMOVED,
  
  Thank you for contacting us.
  
  We are very sorry to learn of the recent frustration that you have experienced in regards to long hold times and difficulties reaching our Technical Support team. As a company that strives to set the industry standard for customer service, it is clear that we have not delivered on this expectation. We appreciate you taking the time to speak to one of our managers, REMOVED, to assist in receiving your feedback so that we can make improvements and work with our team internally to ensure our customers are receiving the levels of service we expect.
  
  Again, We'd like to sincerely apologize for the extended wait times; while these wait times are not normal for us, we have had an increase in volume recently in May that we are actively working to meet with an increase of Support Technicians.
  
  We thank you again for your patience as we work to correct this and expand our team to provide you with the service we are known for.
  
  Best Regards,
  
  InMotion Hosting

  Customer Answer

  Date: 06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

  Thank you to REMOVEDfor his patience and understanding and taking the time to contact me by phone.

  Sincerely,
  
  REMOVED

• 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 REMOVEDam 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, REMOVED, 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 REMOVEDof REMOVEDAffairs 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,REMOVED

  Business Response

  Date: 02/05/2024

  Hello REMOVED,

  Are REMOVEDTeam 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, REMOVEDand 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 REMOVEDand 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 REMOVED- thenightskyii.org - Payment Due - 2nd Notice Dear REMOVED,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 REMOVEDin 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 cREMOVED

  Business Response

  Date: 05/02/2023

  Hello REMOVED, 
  

  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 REMOVEDfor 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 REMOVED,

  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 REMOVEDwith 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,

  REMOVED

  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,
  
  REMOVED

  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 REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• 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
  
  REMOVEDC.
  Hello REMOVED, my name is REMOVED. Thanks for contacting us today! Please hold for 2-3 minutes while I get your account pulled up.
  avatar
  kk ty
  REMOVEDC.
  Thanks for holding, REMOVED! 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?
  REMOVEDC.
  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 REMOVEDand paid for 4 months i didn't even need?
  is that what you're telling me REMOVED?
  REMOVEDC.
  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 REMOVED,
  
  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 REMOVED
  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 REMOVED, 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,
  
  
  
  REMOVED