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Business Profile

Information Technology Services

rocket.net

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint type

  • Initial Complaint

    Date:12/01/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 November 1st, 2022, I was charged ****** CAD for 1 year plan with 30 days money back guarantee. I cancelled the plan due to poor technical support and received the refund on November 24,2022 in the amount of ****** CAD. I canceled my plan in less then 30 days. However, I was not refunded a full amount. In addition, Rocket.net advertised 2 months free with purchasing the plan at 25 US Dollars per month on 1 year term. They charged me 300 US Dollars for a year. Therefore, I did not received no free months.

    Business Response

    Date: 12/01/2022

    Hi,

    We spoke with ***** directly and were able to resolve this issue. We did issue a full refund as well, but the issue has been resolved. 

    Copy of email thread with Vadim:

    Thank you very much Ben,


    Have a good evening and the rest of the week,


    Vadim Skorodumov

    On Wednesday, November 30, 2022 at 06:00:46 p.m. EST, ******************* <***.******@rocket.net> wrote: 




    Hi Vadim,

    Youre most welcome, its truly my pleasure. Ive been in this industry for twenty years and hosting is near and dear to my heart, I know I know its crazy ??

    The offer most definitely still stands, and Ive reactivated your account with a free year of service. I went ahead and issued a password reset email just so you would have a new password to login with.

    As for website management, I totally understand. When I was at WCUS this year, I met the *** of https://presshero.co and he was amazing and gets bonus points for also being in ****** ??

    If you need help migrating to Rocket.net and setting DNS, Id be more than happy to personally help you, but our team is also available 24/7 and if you run into anything ever that isnt up to your satisfaction, please let me know ASAP so I can take care of it. 
    ----------------------------
    *******************
    ***, Rocket.net
    ----------------------------
    Email: ben.******@rocket.net
    Website: https://Rocket.net
    LinkedIN: https://www.linkedin.com/in/bengabler/
    Twitter: http://www.twitter.com/ben_gabler
    ----------------------------


    From: vadim <***********************>
    Date: Wednesday, November 30, 2022 at 5:55 PM
    To: ******************* <ben.******@rocket.net>
    Subject: Re: Rocket.net
    Hello ***,

    Thank you for your kind response. It goes much further than I would expect from a hosting provider. 
    I am not looking to save on the hosting services. But I can have only minimal involvement in the website maintenance. Maybe I should have gone with a website maintenance company. 
    Yet, If your offer of a free year of hosting still stands, I would give rocket.net another try. 

    Best regards,

    Vadim Skorodumov


    On Sunday, November 27, 2022 at 05:55:24 a.m. EST, ******************* <***.******@rocket.net> wrote: 


    Hi Vadim,

    Im reaching out this morning as Im sure youre aware I saw your trustpilot review.

    Ive been in this industry for twenty years and I deeply care about our customers. So much so, I work 7 days a week, including Thanksgiving and always do whatever it takes for our customers (https://www.linkedin.com/feed/update/urn:li:activity:7001626727642787840/).

    Now, Im deeply sorry you had issues pointing DNS to Rocket.net. The reality is, its very different than other hosting companies and can be confusing since some DNS providers dont provide CNAME support for domain.com, but they do for www.domain.com.

    ****** is one of our newer team members, but he has nothing but raving reviews from our customers and has been doing a great job, however nobody is perfect and sometimes challenges arise. I take full responsibility for your experience not being as up to par as it should have been and will be advising our team on offering to make DNS changes immediately upon customers having issues. 

    While no one is perfect, we do our very best to be perfect and I promise you every time something doesnt go right, we always rectify the situation to ensure next time, it does go right.

    As for your refund, Im attaching the screenshot directly from Stripe showing that I promptly refunded the entire charge, but it sounds like your bank did something different with the exchange rate. Im happy to send you whatever I must so youre whole, even if its me losing money. 

    On top of that, Id be happy to extend a free year of hosting to you along with me personally doing everything you need to get live on Rocket.net. We have built an incredible platform that hosts some of the largest websites on the internet and I just know if you allow us to get you past this speed bump ,you will be very happy with us. 

    As for our reviews, I promise you I am a very honest person and can even provide several references of existing customers. I would never ever cheat/deceive anyone, those reviews on Trustpilot are very much real and a true reflection of our service and support here at Rocket.net.

    I built Rocket.net with all my heart and soul and I would truly love the opportunity to show you that on my dime.

    I hope you have a wonderful rest of the weekend and again, please let me know how I can make this right. I will do whatever it takes.

    ----------------------------
    *******************
    ***, Rocket.net
    ----------------------------
    Email: ben.******@rocket.net
    Website: https://Rocket.net
    LinkedIN: https://www.linkedin.com/in/bengabler/
    Twitter: http://www.twitter.com/ben_gabler
    ----------------------------

    Customer Answer

    Date: 12/01/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    In fact, the amends made went beyond my expectations. 

    Sincerely,

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

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