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

• 

  Bluehost Inc.

  1958 S 950 E Provo, UT 84606

• 

  FastDomain Inc.

  1958 S 950 E Provo, UT 84606

• 

  FastDomain Inc.

  560 Timpanogos Parkway Orem, UT 84097

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:01/13/2023

  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 cancelled my account with this company last year after they lost my entire website that I created for over a month working full time. They continued to take money from my bank account and I had to call multiple times to request refunds.
  At this time, today, they just took $95.88 out of my bank account and sent me the receipt.
  I have been on the phone for an hour waiting for someone to answer to request a refund.

  Business Response

  Date: 01/13/2023

  To Whom It May Concern,
  
  Our support team has addressed this billing inquiry and a refund has been provided.
  
  Please allow 5 - 7 business days for the refund.
  
  ***** *.
  Bluehost Team

• Initial Complaint

  Date:01/12/2023

  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.

  Between 2022-to current numerous mistakes have been made on my account also treated me differently hanging up on me multiple calls. Withdrawing money out of my account without authorization and not notating my account numerous times. Tried to work with the company but they keep hanging up on me even a manager recently & had witnesses present during phone calls. They are claiming I owe them money & I’m not able to update my pages, loosing a lot money because of their mistakes. Multiple managers are involved during the years. I asked them to delete my bank information and they still charged me Manager explained that my account was a mess & is extending everything till March statement from him last year for this year. They have multiple discounts for inconveniences. Web posting, privacy domain, Site lock, Antivirus protection.(there might be another item I paid for but don’t recall the name) The first time they messed up on not updating everything. correctly had to call a second time & they collected my money over the phone. They closed up all my websites so I cannot update them for over a month now and I’m not able to update my pages and I’m loosing money everyday Multiple calls and they hang up on me. When I call they hang up on me & other times they answer & put me on survey and hang up on me. I’m disabled and legally blind & they are aware of this. I’m not able to change my passwords or logging to websites that I paid lots of money to make. Again this is affecting multiple business accounts I hold with them. I’m not able to update anything because of them still. I called again for good faith recently & the manager saw mistakes and hung up on me. I was on hold for 21/2 hours to speak to him multiple calls I called &wasn’t getting any help. I just want to be able to update my website and want to make a formal complaint against the company. This is not ok I asked the manager to listen to calls and I want a full inves on my accounts.
  Sincerely ****** *****
  **********

  Business Response

  Date: 01/20/2023

  We have tried multiple times to reach out to the client by both the phone and email provided and so far, have been unable to reach them. Through the course of our investigation, we found that on 12/24/22 an addon product for website security was renewed. This product is separate from the hosting charges that are not due until June. After the security product was renewed and the account charged, the client filed a chargeback with their bank claiming fraud. As per our policy the account was suspended until the either the charges are repaid with a $25 chargeback fee or if we are provided a letter from their bank stating that the chargeback was reversed. 

  
  The client has frequently contacted us to request a supervisor for various support request, cases were escalated and resolved to address these concerns appropriately. We have been unable to locate any documentation detailing any extension granted by managers or statements that the addon product would renew in March within or records. The product was previously purchased in December last year for a 1 year renewal period and detailed in both the invoices sent to the customer and the billing section of the account. 

• Initial Complaint

  Date:01/09/2023

  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 changed my plan from Pro to Plus on 1-4-2023 with *********** (**** ******** and was assured my email sending and receiving would not be affected. As of today I am still without email service which is costing my business to lose clients. Today I received an email from *********** sent to another email address that my account will expire in 29 days. I have called numerous times and talked to support with no help on there end to resolve the issue. Today they are telling me it will take up to another 3 days for someone to get back to me with my case number *********. I am getting the run around and fed up with their unfulfilled promises. Please help me resolve my problem.

  Business Response

  Date: 01/18/2023

  To Whom It May Concern, 

  We are responding to this complaint by our customer, ***** ******. 

  We have been working directly with ***** ****** regarding her issues. As of now, the issues have been resolved with her account. There was a known issue effecting some accounts on the particular server the client is on when upgrading account levels. We have placed a fix on this issue so the website and email we work as intended. We do apoloigze about this issue. 

  The client has been informed of the fix and that they can proceed like normal with their website. If they have any other issues, they have a direct email to us and we would be more than happy to assist further.

  Kind Regards,

  *********** Support 

• Initial Complaint

  Date:01/06/2023

  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.

  Dotster is a company that manages internet domain names. We have been paying them to manage our domain name for 16 years. On Dec 31st 2022 they placed our Domain Name on HOLD, so we are not able to communicate via email nor have our website operational - effectively shutting down our business. After five days of trying to resolve this matter, they are not able to do so. We deal with a call center in India that is useless, and all they want to do is tell us that we need to talk to another company that provides the .AERO domain, and that company tells us that Dotster is the reseller of the domain, so they control it. They refuse to transfer us to a person in their corporate headquarters, nor is there a phone number that will allow us to contact their corporate headquarters.

  Business Response

  Date: 01/11/2023

  To Whom It May Concern, 

  We are working with this client directly to resolve their issues regarding the domain. 

  The main issue is that the registrar needed to update their DNS to have the domain and email functioning properly again. This is something that does take propagation time once the correct settings are in place on the server. 

  The client is working directly with an agent on our escalated support team to make sure everything is taken care of.

  Kind Regards,

  NewFold Digital 

  Business Response

  Date: 01/11/2023

  To Whom It May Concern, 

  We are working with this client directly to resolve their issues regarding the domain. 

  The main issue is that the registrar needed to update their DNS to have the domain and email functioning properly again. This is something that does take propagation time once the correct settings are in place on the server. 

  The client is working directly with an agent on our escalated support team to make sure everything is taken care of.

  Kind Regards,

  NewFold Digital 

• Initial Complaint

  Date:01/03/2023

  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.

  THIS COMPLAINT IS FOR THE SUBSIDIARY COMPANY DOMAIN.COM, LLC.
  Aug 29 22 I was charged for a service I did not believe I should have been charged for. I filed a complaint with my bank and received a provisional claim reversal. The claim was not upheld and the refund was reversed. I have contacted domain.com 3 times, the most recent time being 1/1/23. I am being refused access to my account, even though I have paid the charges. The following is a transcript of today's chat.
  
  I have the transcript of the chat from today.
  
  domain - *********************

  Business Response

  Date: 01/05/2023

  To Whom It May Concern,

  ***. ******* was able to resolve this matter with our support teams. 

  Regards, 

  *******

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service 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 am attempting to cancel the account and they are giving me a hard time and will not cancel it.

  Business Response

  Date: 01/05/2023

  On 12/24 the client was charged with a domain registration fee of $19.99. No contacts to support by phone or chat were made until 1/3/23 when the client emailed the billing department requesting a refund. Our billing department typically responds within 24-48 hours however the client reached out to support moments after the email was sent and was able to get the charge refunded that same day despite our no refund on domain registrations. Our team assisted the customer with the refund as a courtesy and the account has been cancelled and refunded since 1/3/23 resolving this matter as confirmed by the client over email. 

  Business Response

  Date: 01/05/2023

  On 12/30 the client contacted chat support and was connected with an agent. The client requested the account be cancelled and the agent assisted with deleting the account and cancelling all services as requested. After contacting the client by email, they confirmed this was resolved and they were just looking for confirmation.  

  
  There were no follow up communications to support expressing any concern over the account’s status since cancellation. Additionally, the account was a free trial and not eligible for any refunds as we never received any payments for this account. 

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service 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.

  After becoming dissatisfied with them as the Internet Service Provider for my websites, I called in autumn of 2016 to close my account. I then moved my domains to a different service provider. Six years later, in September of 2022, I find a $615.38 charge from ****** (a subsidiary) on my credit card. After much discussion with their "customer service rep" I was offered a pro-rated refund which I said was unacceptable as I've not used their service in over six years. I asked for a supervisor and was told all supervisors were in a meeting and that I'd get a call back. When the supervisor called and I explained everything, also pointing out that they could check their servers and see there has been zero traffic from me in more than six years, and they could also check and see that my domains have been with a different ISP for more than six years. The supervisor claimed I called them in 2019 and set up an account. I asked her why I would do that when I'd been with a different ISP for years. She said she would escalate my complaint and that I would hear from them via email. I never received an email or any other communication from them.
  
  My credit card company initially said they could not refund my money as the charge was not "fraudulent" since I'd given ****** my credit card number when I first did business with them. I had to file the complaint again pointing out that I cancelled the service more than six years ago. To my mind, it is fraudulent to charge a former client because you still have their credit card however I acknowledge that it might simply be a case of incompetence on their part and that whoever I spoke with when I cancelled the account did not fully cancel it. But if that was the case, why did I not incur any charges from them for six years? Seeing other reviews, it would seem this sort of behavior is standard practice for this company.
  
  I am still awaiting the decision from my credit card company.

  Business Response

  Date: 01/11/2023

  To Whom It May Concern, 

  We have communicated with our customer ***** and informed him his account had renewed due to the renewal option being set on auto-renew. ***** had submitted a dispute with his financial institution which is appearing as a in process chargeback on our end, meaning the refund was in process and should be received in 5-10 business days. We ensured the account was now set to expire and his billing information has been removed. 

  We have considered this matter to be resolved at this time. However, we are more than happy to assist should there be any questions or concerns.

  Best Regards, 

  Bluehost Support

  Customer Answer

  Date: 01/18/2023

  
  

  [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:

   

  Hello,

   

  I have waited to reply because my financial institution has still not verified the refund.

  When they verify the refund, I will close the complaint.  Until that time, I consider the complaint still valid and still open.  

   

  Thank you,

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

   

  \

   

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/27/2023

  To Whom It May Concern, 

  *****'s financial institution is expected to verify and process the refund. We have informed ***** we will keep this matter open on our end should further review and assistance be needed.

  Best Regards, 

  **********

• Initial Complaint

  Date:12/09/2022

  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.

  Over a year ago I paid this company for a website (*********************) hosting services and I gave them authorization to charge my debit card at the time. After 12 months the renewal was due, but I was not interested in renewing and since the debit card had expired and no longer usable, I never bothered to contact them. I just wanted the program to end for the website in question.
  
  Then over a month ago I bought web hosting services for another website (*********************) and I gave them a NEW card ending in ****. They were ONLY AUTHORIZED to charge my card for the new website and I am ok with that. However, WITHOUT MY AUTHORIZATION, they CHARGED my CARD $34.99 to RENEW the old website. I HAVE NEVER AUTHORIZED this company to charge my card that ends in 4372 for the old website. The simply went into my new website (*********************) and removed the financial information without authorization from me to renew another website. They cannot charge my card without authorization.
  
  This is DISHONEST behavior on the part of this company, and I want them to expeditiously refund my money that was charged without authorization ($34.99 to be exact)
  
  ********* * ******

  Business Response

  Date: 12/16/2022

  To Whom It May Concern, 

  We have communicated with our customer ********* and refunded the domain name registration and privacy protection that had renewed due to the registration and privacy protection being set on 'auto-renewal'. This matter is considered resolved.

  Best Regards, 

  Bluehost Support

• Initial Complaint

  Date:12/07/2022

  Type:Customer Service 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.

  Blue Host is a scam and I wish I had read these reviews before ordering hosting from them.
  I am on with customer service now and they are hassling me about a refund. ***** is the reps name.
  I have been asked 20 questions, validated the account with a code sent to my email...now they are asking for my password in order to give a refund? Oh, sorry "the last 4 characters" of my password.
  No company EVER EVER EVER should be asking for ANY part of a customers password. This person is telling me that is the only way they will process my refund.
  I JUST bought the hosting plan about three hours ago....What a mess and a horrible company.

  Business Response

  Date: 12/08/2022

  To Whom it may concern, 

  Star was able to cancel her services and received the desired refund with our support team.

  Regards, 

  *******