Complaints

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

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• 

  Newfold Digital, Inc.

  5335 Gate Pkwy Jacksonville, FL 32256

• 

  Newfold Digital, Inc.

  1500 N Priest Dr Tempe, AZ 85288

• 

  HostGator.com, L.L.C.

  5005 Mitchelldale St Ste 100 Houston, TX 77092

• 

  Bluehost Inc.

  560 Timpanogos Pkwy Bldg G Orem, UT 84097

• 

  Bluehost Inc.

  1958 S 950 E Provo, UT 84606

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:07/05/2023

  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.

  On Apr 27, 2023 I emailed ******************** to request that they create a new web hosting account for payment by mailing a check. On April 29, I received an invoice. On May 1st, I mailed the invoice along with a USPS money order for $35.40 to the address on the invoice by priority mail. USPS tracking indicated that the mailed payment was received on May 4th. Multiple requests by email for status updates went unanswered and I have not received the service I paid for. When I called their support line I was told that it was an issue for billing and that billing cannot be reached by phone.

• Initial Complaint

  Date:07/03/2023

  Type:Customer Service 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 am trying to cancel my subscription for time not used, I have not used it in 6 months. They are refusing to refund the charge.
  I would like a refund.

• Initial Complaint

  Date:05/02/2023

  Type:Billing 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.

  bluehost automatically renewed my domain almost 3 weeks earlier than their stated agreement. I called and got the charges reversed and stopped the service. The NEXT day, the charge for $287.76 was still not reversed in my bank account, but yet a NEW charge was added for $19.99. I called again and asked what is going on. The representative from bluehost said the last man did not do it all correctly. He said he reversed everything and gave me all my refunds. But still never got anything that day. The next day again, I get another charge for bluehost! This time $95.88!! I call and do that help chat for the business. Magically, the $19.99 charge has now disappeared from my bank account this morning, but the new charge of $95.88 is there and still the $287.76 is still there! I talk to a 3rd person from bluehost on this third day of this and "********" and he/she said that it was never done either!

• Initial Complaint

  Date:04/24/2023

  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.

  see Attached document

  Business Response

  Date: 05/03/2023

  Hello,
  
  We were sorry to hear about *** ** ******* concerns with their account billing. The Chargeback team emailed *** ** ****** to assist her on March 18, 2023, denying her refund request. 
  
  Our management department has called and worked very closely with *** ** ****** to verify her account and honor her refund request for $503.64. *** ** ****** explained the reasons why she could not cancel her hosting on time which led to the denials of her chargeback from Bluehost and her banking institution.
  
  We have submitted for a manual refund which takes 30 days to be received by mail. *** ** ****** agreed to the manual process and is happy that this process to a closing.  

• Initial Complaint

  Date:04/14/2023

  Type:Customer Service 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 a customer of Bluehost approx. 15 years with very few issues. On April 6, 2023, I updated the PHP version from 7.3 to 8.0 for a number of websites hosted with Bluehost, as recommended, since earlier PHP versions deprecated. I informed Bluehost on April 6, 2023 that all sites were down with a server error and was told 24-72 hours to resolve. I followed up on April 7, 2023 and my issue was escalated by assigning a higher priority internally and told another 24-72 hours. In addition I learned a migration and PHP issue were contributing to a delay. On April 9, 2023, I received the following email:
  
  Hello *******,
  
  Thank you for contacting Support. I'm Pradeep looking into case #*********. I understand your concern regarding the website functionality. We are experiencing higher than normal ticket queues and I am afraid due to this it has taken longer than usual to get back to you with an update. We are diligently working towards getting back to our normal wait time and I appreciate your patience while we are taking care of this for you.
  
  From reviewing the case, I understand you are experiencing an issue with your website. First and foremost, I sincerely apologize for any inconvenience this situation may have caused, and I will do all I can to assist you further.
  
  While investigating found you have upgraded the plan but migration got stuck. I have tried my best to resolve this by applying known workarounds, but still no luck. So, this email is to notify we are still working on it and need more time than expected.
  
  The time taken to resolve an escalated issue would depend on its complexity. Once there will be an update available from them, my teammate or I will contact you.
  
  Kind Regards,
  ******* *
  Escalated Support
  
  I called the customer service team late today (April 13th) and received little to no information. In addition, I used their chat function numerous times with no luck. At this point, I am not confident in their ability to resolve issue.

• Initial Complaint

  Date:04/03/2023

  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 am writing to request your assistance in a dispute I am having with a web hosting company (Bluehost) regarding a subscription I have held for 13 years at a cost of $1,900.45. Recently, I discovered that I have unknowingly not used and paid for the service for the past 10 years, and I am now requesting a refund for the most recent transaction $191.39. However, Bluehost has declined my request, claiming that a refund is outside of their timeframe for a refund.
  
  I believe that Bluehost's policy and communication are unclear, which is why I was not aware of the timeframe for refunds. I have attempted to resolve this matter with the web hosting company, but they have not been willing to make an exception to their policy. I believe that it is unfair to hold customers responsible for a lack of clarity in policies and communications.
  
  As a customer who has paid for a phantom service for so long, I feel that an exception should be made in my case. I believe that it is only fair that I receive a refund for the most recent transaction.
  
  I am hoping that your organization can help facilitate a resolution that is fair and equitable for both parties. I am happy to provide any additional information or documentation that may be needed to assist in this matter.
  
  Thank you for your attention to this matter, and I look forward to hearing from you soon.

• Initial Complaint

  Date:03/23/2023

  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 made an account with bluehost to try and create a website to sell my art more than two years ago. Since then, I have not accessed that account and have consistently told them to take me off of the call list and cancel my account. On December 25, 2022, I received a charge of $160 from them, even though I do not recall giving them my billing information. I was 17, working at Starbucks at the time, and I definitely did not have the funds for one of the most expensive packages they offer. I then filed a dispute to my bank, because at the time I didn’t recognize the business name at all so I was confused on how they had taken almost $200 from my account. I even researched previous years to see if this had been an ongoing charge but it seemed to only have been taken out in 2022. On March 13, the $160 was taken back out of my account and sent back to the business. I’m very confused on how they got my information and now they are not clearly responding to my emails concerning a refund. They told me there are chargeback issues with my bank, so I spoke with a teller at my bank (*******) and she told me that the business has received the payment and there is nothing that they can do to retrieve the money back. I want to see the proof of me giving them my billing information and a full refund for the package that I did not agree to or use.

  Business Response

  Date: 03/30/2023

  To whom it may concern, 
  
  We are very sorry to hear about *** *********** experience and difficulty when attempting to cancel and refund her services.  According to our records *** ********* attempted to submit her cancellation request via email to a non functioning address and thus was not received by any staff member which could take action on her request.  
  
  As we contacted *** ********* by phone and email, we learned that she attempted to file a charge back with her bank to receive the refund as it was outside of the BlueHost refund policy, the charge back was denied by the bank due to the charge being pre-approved and *** ********* felt stuck as she claims she was not aware that BlueHost's services are subscription based and thus charged automatically to the card on file. 
  
  While working with *** *********, we were able to ultimately find a way to issue a refund to her via a Billing Manager. Her refund has been requested and is currently in process and will be sent to her as soon as possible. 
  
  We have an ongoing email thread that is open for *** ********* to reply to at anytime and encourage her to reach out that way if she has any other issues which we can assist with. 
  
  Thank you for your time and attention. 

• Initial Complaint

  Date:03/17/2023

  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 have canceld my webpage subscription with this company prior to the end of this 1 year term threw their online cancelation. Ipage has attempted ti draft my credit card every single day for the last week, and i have attempted to contanct them many times without return contact from them. Their big selling point is that they have 24/7/365 support, which is incorrect as they do not have a valid phone number to speek with anyone, and when you to their chat windows they do not answer you back.
  
  I contacted my credit card and the number provided to them is also a number which directs you to use their chat window on their web page and then hangs up on you. The credit card company has flaged their attemps to draft my card as fradulent niw, and i had to place a block on my credit card because they continue to attempt to dradt my card for 149.99 for a service which i have canceled.
  
  I know for a fact that since i am having these issues, there are also many others who would be having the same and thus company need to be exposed for doing such and their fradulent claims of 24/7/365 support.
  
  I want this company to send me an offical letter that they have canceled the subscription, and at this point i feel i should be compensated for the hours of time i have withbattempting tonreach them and sitting onnthe phone with the credit card company and having to file a dispute threw the BBS.
  
  I also believe that since they continue to attempt to draft peoples credit cards after you cancel withbthem, the Federal Trade Commision and Attourney General should be notified about their practices.

  Business Response

  Date: 03/25/2023

  Hello,
  
  We were sorry to hear that *** ********* had decided to cancel his hosting service.
  
  In reviewing his account, we could not find any previous requests to cancel, however we were happy to help once we verified him for the account.
  
  Since the payment attempts had not been completed, there was no refund necessary. The account was set to cancel and no further attempts at automatic payment will occur.
  
  At this time we have not received any follow up questions or concerns from *** ********* and in our last communication he was happy with the results.  If any should arise that we can assist with we ask that he please respond back to the recent e-mail communication and we will be happy to continue to offer assistance.

• Initial Complaint

  Date:03/15/2023

  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 purchased 3 domains from fatcow.com and the total was 29.97 . I checked my account and that charge was on along with one for 49.95 !!
  I contacted them and they said this was for renewals that I SIGNED UP FOR even though the the 29.97 was for 1 year. I was careful to NOT sign up for anything extra as you know how sleazy these domain folks are
  
  i need my money back asap as budgeting in 50 bucks to thieves was NOT in my budget

  Business Response

  Date: 03/24/2023

  We have received the
  complaint for **** *******, BBB complaint ID ********
  .                                                                                                                        
  Please know that we
  take customer dissatisfaction very seriously. As a result, we have reviewed
  this matter thoroughly with several team members to better understand these
  issues and respond appropriately. After completing a full review of the account,
  we can confirm the following: 
  
  We were unfortunately not able to find an account for this client based on the information provided. We believe this complaint may need to be forwarded to the proper company. ****** is not consolidated as a ******* *****, however they may be owned by a parent or sister company to *******. We are unfortunately not able to provide a refund since ******* service agents cannot access the ****** system that this customer apparently purchased the domain through. We would recommend the client reach out to the proper support channels for resolution to his issue.
  At this time, we believe
  this matter to be closed.
  
  
  We sincerely apologize
  for any frustration or confusion this has caused. 
  
  We wish ****. the best
  of luck in their future endeavors. 
  
  
  

  Customer Answer

  Date: 03/27/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:  my matter was not resolved  The information on the BBB website says this is the correct address for *** *** and I shouldn't have to research any further.  This is THE worst response to a consumer complaint I've ever seen.  

  Give me back my $50 that you stole

  
  

  Regards,

  
  

  **** *******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 04/04/2023

  To Whom It May Concern, 

  We have attempted to reach our customer via phone call and via email, however, have been unable to make direct contact. We will continue to attempt to reach the customer to further assist with this matter. 

  Best Regards, 

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

• Initial Complaint

  Date:03/15/2023

  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 signed up for hosting service with iPage and set up my email per the instructions on the customer portal (which were pretty standard for email hosting) They could not get the DNS propagation right and email was not flowing. Worked with them for probably 10 days with no resolution. I canceled my services with them (I was still in the 30 day window) and moved to another provider. Within FOUR hours they had full DNS propagation and everything was working perfectly...FOUR HOURS.
  
  Now I am trying to get my domain reg moved and they are holding this up as well. The "support" agent says this is not on their end and that its ICANN that is locking the domain. ICANN does not do that. I called, TWICE, to confirm. It also says this on their website. Their chat-only "support" agent our right lied to me about this.
  
  They kept a portion of my initial payment for some reason and refuse to refund that. Its only $15 so its not the figure, its the principal.

  Business Response

  Date: 03/22/2023

  Hello,
  
  We were sorry to hear about *** ********* and appreciate the opportunity to address those concerns.
  
  A domain can only be transferred between registration services once every 60 days.  Once the 60 day lock has expired the domain can then be transferred again.  The domain in question was recently transferred to iPage and is currently within the 60 days.  
  
  This is not a limit that iPage or Newfold Digital has placed but a requirement that domain registration services must follow.  The following link provides the additional requirements to transfer a domain to a different registrar:
  
  *************************************************************************************************
  
  iPage provides a free transfer of a domain which includes the addition of a year to the renewal of the domain as long as the hosting service is not canceled.  If the hosting service is canceled and refunded the cost of the renewal for the additional year is subtracted from the refund in the amount of $15.00.
  
  This is stated in the Terms of Service that was agreed to at the time of the purchase of the service and can be reviewed at the following link:  ******************************************
  
  We were not successful at reaching *** ********* by phone and have not received any response to our recent emails.  If *** ********* has any additional questions or concerns we would be happy to assist and ask that *** ********* please respond back to our emails.