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:09/24/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Mochahost sold me a fixed lifetime price ($82,3 for a cycle of 3 years), and suddenly a year after the migration they say the condition offered no longer valid and that I will have to pay the new price of $213,6 @ renewal. The migration process was a nightmare and something you usually can't bear without a good reason. It seems like this service's practice is to entice customers to decide to migrate to their service based on promises of guaranteed good prices, and when everything is on their side, they "leave unsaid." When I confronted them, they apologised and said they couldn't comply given the current market conditions (see attachment). I can't find anything communicated to me that raised this possibility before the email I received on January 21st, where I noticed price "changes" and immediately confronted them about what they sold me. But while they didn't deny it, they didn't take responsibility for it. I've been trying to find a regulatory body that can help me proportionately, but I've still had no success.I feel truly deceived and I don't intend to let it go, especially because it doesn't seem right that they would do this to others as well. Can you please help me to handle this case in order for them to honour their price as commitment at the purchase moment?

  Business Response

  Date: 09/28/2025

  Hi ******,
  
  Thank you for taking the time to share your concerns with us. We truly understand how important pricing commitments are, and we recognize the frustrations that situations like this may cause. We also appreciate your patience during the migration process and the effort youve made to raise this with us.
  
  While we strive to provide clear communication around our services, we acknowledge your disappointment in the changes to the pricing arrangement. Like many providers, **** had to adjust our pricing in line with industry costs and evolving market conditions, which unfortunately means were unable to maintain the introductory rates. These decisions are never taken lightly, and we sincerely regret the impact this has had on your trust in our service. As you stated, we sent you an email to keep you in loop well in advance. I can see that the service is going to renew in 2026, but we wanted our clients that are affected to be the first to know. We want to be transparent with our clients by having our terms and conditions available on the website at all times and the ability to cancel the service if it is no longer quite right available in your portal. 
  
  That said, wed like to focus on finding the best way forward with you. We would be glad to discuss options that can help reduce the impact or even exploring alternative service plans that may better fit your needs. Your long-term support means a great deal to us, and we would like to make sure you continue to feel valued as a customer. 
  Thank you again for raising your feedback with us, were listening, and we want to work together toward a solution.
  
  Kind regards,

   

  ***

  Customer Advocacy 

  Customer Answer

  Date: 09/30/2025

  Hi ******,
  
  Thank you for taking the time to share your concerns with us. We truly understand how important pricing commitments are, and we recognize the frustrations that situations like this may cause. We also appreciate your patience during the migration process and the effort youve made to raise this with us.
  
  While we strive to provide clear communication around our services, we acknowledge your disappointment in the changes to the pricing arrangement. Like many providers, **** had to adjust our pricing in line with industry costs and evolving market conditions, which unfortunately means were unable to maintain the introductory rates. These decisions are never taken lightly, and we sincerely regret the impact this has had on your trust in our service. As you stated, we sent you an email to keep you in loop well in advance. I can see that the service is going to renew in 2026, but we wanted our clients that are affected to be the first to know. We want to be transparent with our clients by having our terms and conditions available on the website at all times and the ability to cancel the service if it is no longer quite right available in your portal. 
  
  That said, wed like to focus on finding the best way forward with you. We would be glad to discuss options that can help reduce the impact or even exploring alternative service plans that may better fit your needs. Your long-term support means a great deal to us, and we would like to make sure you continue to feel valued as a customer. 
  Thank you again for raising your feedback with us, were listening, and we want to work together toward a solution.
  
  Kind regards,
  Complaint: 23922712
  
  I am rejecting this response because, the answer provided does not present a clear, accountable and fair solution to the problem at hand. Instead this answer diffuses justifications to what I consider being abusive selling practices not honouring what they offered at purchase and dismissing their original agreement.

  The sole reason while I decided to endure the migration process to Mochahost was due to the fact I was offered a fixed life time price. When this agreement was offered to me many providers were already doing differently and the costs/prices in the industry and market conditions were also floating. This is precisely why, despite the costs of the painful process ahead, I chose to go ahead and buy this specific product. I want to emphasise that I took this decision only after Mochahost confirmed to me that the fix price guarantee offered meant that for "the 3 years plan the discount there is lifetime , so the price will still the same all the time (this is a quote from Mochahosts costumer support on 21-09-2023) and this was clearly not conditioned or depending on anything. The fixed price guarantee meant that the price would remain fix regardless (this included of course pricing floatations in the industry or any market conditions). I did not sign up for a price guarantee conditioned  by what other providers do or to the fluctuation on the pricing of the industry or subject to market conditions. If what you were selling was conditioned to any of these then you should have informed me about it before I signed up for it (not after).

  Furthermore, the fact that Mochahost send me an e-mail a while ago to inform me about your "change of terms" does not change the situation since this took place after the migration process that followed the conditions agreed then (therefore too late for me to reverse my decision based on the "new terms").

  After Ive made this complaint I was contacted directly by Mochahost via a support ticket offering discounts (most of then standard to their current offers) that actually do not address the core issue of this situation. i consider this a continuing abusive selling approach.

  I therefore urge Mochahost to fulfil their commitment at purchase and keep the (unconditional) fixed lifetime price that they so clearly sold when I decided to move to them.

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

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 been charged a three-year hosting fee without my approval. Their fees have gone up threefold, and as a small charity, we are unable to continue with their service. I chatted with sales online and asked them to find me a chapter plan. Instead of finding a cheaper plan, he switched me to a three-year SOHO hosting plan for the same amount. I told them I was not happy with their service and decided to move to another host. I was advised to ****** the hosting plan, and then billing will process the refund.I have requested service cancellation, and it is now in dispute. They say they can't refund the money. The cancellation will be processed at the end of three years. I feel this is not right, and I have requested a full refund of the payment.Response from Mochahost:Hi Kumar,Thank you for your message, and Im truly sorry to hear how disappointed you feel with your recent experience. I understand your frustration, especially after having been with us for many years, and I appreciate the opportunity to address your concerns.Weve processed your cancellation request effective immediately as requested.That said, Id like to clarify that as per our Terms of Service, we operate on a prepaid billing model, and renewal charges are non-refundable once processed. While I understand youve already moved your website, the charge was made in line with our policy to ensure uninterrupted service.We genuinely value your long-standing relationship with us, and wed love the opportunity to make this right. If you're open to reconsidering, Id be happy to offer you a 15% discount on your hosting plan moving forward. This would significantly reduce your renewal cost and ensure youre getting continued value if you decide to stay.Please let me know how you'd like to proceed. I'm here to help and want to ensure this is resolved as smoothly as possible.Warm regards,*****

• Initial Complaint

  Date:04/22/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  It's been 4 days since all my websites and emails hosted on Mochahost have been offline, I opened a ticket with technical support and since then they just tell me that they are doing a remigration from one server to another, they don't update me on the status of this process, they don't tell me give absolutely no deadline. Meanwhile, I can't send and receive emails, my customers don't have access to the websites. A complete mess.