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. has 8 locations, listed below.

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• 

  Newfold Digital, Inc.

  5335 Gate Pkwy Jacksonville, FL 32256

• 

  Bluehost Inc.

  1958 S 950 E Provo, UT 84606

• 

  FastDomain Inc.

  560 Timpanogos Parkway Orem, UT 84097

• 

  Dotster, Inc.

  13115 NE 4th St Ste 240 Ste 240 Vancouver, WA 98684

• 

  HostGator.com, L.L.C.

  5005 Mitchelldale St Ste 100 Houston, TX 77092

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:01/06/2023

  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, 

  *******