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:10/23/2023

  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.

  I bought 3 years of hosting understanding that I was buying an 'unlimited plan'. I understand your 'policy explanation' about what unlimited means, that it doesn't actually mean unlimited, but that is misleading and probably illegal. You have ambiguous language in your policy (no excessive media files). I had many media files on my website already on ************ platform when I payed for 3 years of your service. Then after less than a year of service you complain about me having too many media files and suspend my service.

  Business Response

  Date: 03/01/2024

  We at GreenGeeks appreciate your feedback and the opportunity to address the concerns you've shared regarding your experience.I understand that our previous communications may have left some questions regarding our "unlimited" hosting services. I appreciate this opportunity to clarify the information.
  At GreenGeeks, when we say "unlimited hosting," we aim to provide our customers with the resources needed for normal website operation without the worry of hitting arbitrary limits. This includes disk space, bandwidth, and similar resources essential for your website's day-to-day activities.More info here: ************************************************************************************************
  However, every server, no matter how robust, has physical limits. This reality means we must balance offering generous resources to our customers with maintaining the server's health and performance for everyone. Excessive use of resources, such as disk space for media files or emails, can impact this balance, affecting not just one account but all users on the same server.Our goal is to preemptively address potential issues that could lead to server degradation. This is why we may reach out if we notice excessive usage, not to penalize our customers, but to find solutions that ensure the best performance for all.
  We're committed to transparency and support at every step. If there are specific aspects of your account you'd like to discuss or if you have any questions about our policies and how they apply to your situation, please don't hesitate to reach out.

• Initial Complaint

  Date:09/20/2023

  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 bought a website domain. All I needed was the domain to remain in my name, dormant. I paid for three years. A year of maintaining a domain should run less than $15. I have about a dozen domains. Thirty days before it was to expire they send me a notice that they were going to bill me about $450 for hosting a website. It took several emails, and me launching multiple tickets, for them to understand that I do not have a website, and do not need anything more then the yearly maintenance fee to keep ownership of the domain. They then understood and agreed. At that point they said it will only be $17.95. A few days later they deducted from my account $440 plus the $17.95! I contacted them again and they stated I did not notify them I wanted my service changed more than 30 days in advance, pursuant to the contract. So I had to start all over explaining to someone new that I never asked for the service, I dont have a website and would have never asked for the service. There is no way for them to supply the service since there is no website to host. Reading the reviews for this company make me sick. I will start checking BBB ratings more before buying anything.

  Business Response

  Date: 02/29/2024

  We at GreenGeeks deeply value the feedback and satisfaction of all our customers.
  After a comprehensive review of your case, I would like to personally address and clarify the situation regarding your domain and the associated charges.
  First and foremost, I extend our sincerest apologies for the misunderstanding and any confusion, inconvenience, and frustration this situation may have caused you. It appears there was a miscommunication regarding the services purchased. As a web hosting company, we provide hosting services that include a domain name for the 1st year. During renewal, clients need to renew both their hosting services and domain names, which is where the confusion arose.
  Upon further investigation, we acknowledge that the matter has been settled to your satisfaction. This outcome, while resolving the immediate billing concern, is not the experience we want for any of our customers. We are committed to ensuring that all our communications are clear and that our customers have a solid understanding of the services they are receiving and their respective costs.
  To prevent such situations in the future, we are taking proactive steps to review and enhance our communication processes and improving our customer service team's training.
  Please rest assured that we are dedicated to improving our service and support, ensuring clarity and transparency in all our customer interactions. Should you have any further questions or require additional assistance, please do not hesitate to reach out directly to [Direct Contact Information].
  Again, we apologize for any impact this may have had on you. We value your feedback and are committed to using it as a catalyst for improvement across our services.
  Sincerely,
  **********
  Head of Customer Success
  ********************** Web Hosting

   

• Initial Complaint

  Date:03/07/2023

  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.

  I was a member of GreenGeeks affiliate partnership program for over 3 years. Promoting their hosting services with all our heart, not thinking twice that a company in existence for over 15 years can keep an affiliate's commission.As long as the sales were below 10, I got paid on time and yes that was good enough to trust the Company will make right decision in any situation.So me and my team decided to double down on our advertising efforts and budgets to upgrade our sales numbers.As soon as sales came in higher numbers, the very first month we got an email of "Account Under Manual Review"Well, I thought - No problem They have always been on time with payments. I was quick to respond with all the proofs, the advertising screenshots, the company profiles and so on.3 days later I got another email saying that account is suspended and we will not receive any pending commissions what is a completely Reckless and unfair decision because we put our sweat and blood not only to put that money in advertising but to speak to clients, to redirect them to GreenGeeks when they have countless hosting options.This one is my opinion and I request BBB to remove this from my complaint but I really felt that our clients are being discriminated against since the people who purchased hosting, most of them, they are not from US.I may be wrong but if you only want customers from US or accept big companies to host their websites before you pay out commissions to affiliates please state this clearly.Despite presenting my 12 year history of work, they never bothered to consult or discuss before unlawfully, unfairly keeping our earned commissions and suspending the account.Attached* is a screenshot of all the registered clients - more details can be provided through a detailed video prooof.

  Business Response

  Date: 02/29/2024

  We at GreenGeeks deeply value the feedback and satisfaction of all our partners and customers. I would like to personally address the concerns raised by the affiliate regarding the suspension of their account.
  The decision to suspend the account was made following a detailed investigation that revealed a pattern not in line with our affiliate program terms and conditions. This action was in strict adherence to our affiliate program's terms and conditions, designed to ensure the integrity and fairness of our program for all participants and the security of our hosting environment.
  We understand this situation has caused significant concern, and for that, we are truly sorry. Our policies regarding affiliate commissions and account management are in place to protect both our affiliates and customers from potential fraud and to maintain a high standard of service.
  We appreciate your understanding.
  Customer Success Team
  ********************** Web Hosting

• Initial Complaint

  Date:12/07/2022

  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 first signed up and paid for three years of web hosting with GreenGeeks in November, 2015 specifically because GreenGeeks offered the RVSitebuilder platform to build and maintain websites. Consequently, I used RVSitebuilder to build and maintain five sites.On October 16, 2018, I paid for another three years to maintain my websites created with RVSitebuilder, and renewed for another three years on 10-19-21 for $197.10. On 9-13-22, I was notified that GreenGeeks would discontinue support for the RVSiteBuilder platform effective January 1st, 2023, materially altering the contracted terms of service I expected and paid for with my renewal payment of $197.10. I contacted Greengeeks on October 26, 2022 to cancel my account before the first year of my previous three year renewal was up and requested a refund of $131.40. ********* refused my request. Greengeeks refusal to issue my $131.40 refund for a service GreenGeeks is no longer prepared to provide is reprehensible. I have gone back and forth with various GreenGeeks employees in Billing and **************** to no avail. For the record, I stopped using GreenGeeks to host and maintain my websites in October, 2022, before the end of the first year of the three years hosting I paid for. I subsequently transferred all of my websites and domains to another hosting service that offers users the benefit of creating and maintaining their websites with RVSitebuilder.GreenGeeks' so-called policy of not issuing refunds is not written in stone. A quick search of complaints about GreenGeeks to the Better Business Bureau reveals that GreenGeeks can and does, indeed, issue refunds.For the record, my username at Greengeeks is: paulglen. My primary domain was pgneuman.com.The last message I received today 12-07-22 from GreenGeeks refusing to issue my refund is Ticket ID: ************* / Department: Billing.

  Business Response

  Date: 12/14/2022

  We have been unable to locate an account associated with the email address of: *****************
  
  For security and verification purposes, please submit your BBB complaint using the email address on file with your account.
  
  We lookforward to assisting you further.

  Customer Answer

  Date: 12/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  GreenGeeks has not addressed the issues raised in my complaint. By reviewing my complaint they could have easily connected my information (GreenGeeks username: paulglen and my primary domain: pgneuman.com). Additionally, they could have referenced my Ticket **************** / Department: Billing to respond to my complaint.
  
  My email associated with my GreenGeeks account is: ***************************

  Business Response

  Date: 02/29/2024

  We at GreenGeeks greatly appreciate your feedback and the chance to address the concerns you've shared about your experience in 2022. Though time has passed since then, we want to express our sincere regret for the difficulties and disappointment you encountered.
  Please be assured that decisions regarding product changes and enhancements are made with thorough consideration, aimed at aligning with evolving technology standards and boosting our overall service offerings. These decisions are guided by our commitment to compliance with our policies, terms, and conditions.
  Since the time of your experience, we've implemented several measures to enhance our communication about service changes. Our goal is to ensure that our customers are well-informed and supported through any transitions, aiming to prevent any confusion or inconvenience similar to what you experienced.
  While we recognize that this does not alter your past experience, we hope it underscores our dedication to learning from our customers' feedback and continuously improving our services. We deeply value all our customers and are committed to delivering reliable, supportive, and transparent services.
  Thank you for bringing your experience to our attention. Your feedback is instrumental in our ongoing efforts to enhance our customer service.
  Sincerely
  **********
  Head of Customer Success
  ********************** Web Hosting

   

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 19323129
  
  I am rejecting this response because: While heavy on corporate platitudes, GreenGeekss long overdue response would carry a lot more believable weight if they had addressed the fact that they sold me a service they ceased to support less than a year into my recently renewed three-year contract that I paid for in full at the time of my renewal.

  As I originally stated, GreenGeeks STILL owes me a refund of $131.40 for the remainder of my three-year contract I was unable to use because their elimination of offered software made it impossible for me to edit any of my websites.
  

  GreenGeeks owes me a refund of $131.40 for selling me a service they stopped supporting. That they are still contesting this refund amount is beyond belief.

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

  Business Response

  Date: 03/11/2024

  Dear *****************,
  We appreciate your patience and the opportunity to revisit your concerns.
  I understand your frustration and the impact this situation has had on your ability to manage your websites. Our decision to discontinue support for the software was not made lightly, and we recognize the inconvenience it has caused you.
  As previously mentioned by our teams, a refund for transactions older than 90 days is not possible.
  Our decision, as outlined in our Terms of Service, considered the End of Life policy section,which guides how we manage discontinuations.
  Please check:  ************ services -end of life policy | ************************************************
  It is important to highlight that in December 2022, we offered a service credit as a gesture of goodwill, understanding that it might not fully compensate for the inconvenience caused. The proposal was rejected, we understood your response.
  Please know that our policies are designed to balance all our customers'interests while adapting to the evolving web hosting environment. Your feedback is valuable, and we'll take it into consideration as we continue to improve our services.
  Thanks for your understanding.
  Customer Success
  ********************** Web Hosting