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:02/21/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Three years ago, I hired a third-party to build a website for my business. They contracted with A2 hosting, paid the fees, and passed the expense along to me.Earlier this month, the renewal fees were due - and A2 Hosting has been incredibly difficult, poor customer service, has turned off the website, and after getting it back up, is threatening to do it again.Four times this week, I have been on the phone trying to give them the credit card, but they refuse to accept it unless I can answer the challenge question of "favorite pizza topping" that the third party vendor provided three years ago.I have provided receipts, invoices, mailing addresses, phone numbers, and I keep being told by customer service: "we cannot accept your payment because we cannot verify your identity." They will not accept address verification, ID verification, bank account verification.But then, as is evidenced in several other complaints visible here, they refuse to let you talk to someone to verify your identity. I was twice promised a call back from a supervisor, which never came. One customer service *** genuinely said that the identify verification team literally do not have phones.I was told to rely on the email ticketing system, and then received a message that said they closed the ticket due to inactivity. This was also incorrect, and when I called back today the customer service *** admitted they changed ticketing systems, and that he would reopen it.Of course, no supervisor is available. No identity verification person is possible by phone. Expect a response within ***** ******** it stands now, they are threatening to turn off the website again over this pizza question.Seeing how responsive they are to BBB complaints, I called one last time to talk to a supervisor instead of submitting this complaint. The agent I talked to claimed (as the earlier one did) that he was unable to find a supervisor.

  

  Business Response

  Date: 02/24/2025

  Our Billing Manager has reached out and was able to address/resolve the issue in question.

  Customer Answer

  Date: 03/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be mostly satisfactory to me.  Their approach to customer service absent a complaint to the better business bureau is beyond unacceptable, and needs to be resolved.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  A2 Hosting is the company that provide hosting for website. I found out that they has terminated my account two days before date expires and I contacted them and demand that they bring it back and process migration to new account but they has refused to do so. they may have cost me nearly $7,000 dollars. I have been on chat with their staff name Evanjaline D but continued wanted more money to bring it back with my file ( website ) by charging me $75 dollars. they did NOT have my permission to cancel my account two days before the date of purchase expires. it does not expires till October 18th 2024 but they decided to terminated it on October 16th 2024. I contacted them and demand that they bring it back.

  

  Business Response

  Date: 10/17/2024

  Hello Brian,

  Thank you for bringing this to our attention. I sincerely apologize for the frustration & inconvenience you experienced. After reviewing your account, we confirmed that a cancellation request was submitted with the immediate option selected, which is why your service was terminated before the expiration date. We typically charge a $75.00 fee to restore a terminated service, but in this case, we have waived that fee as a one-time courtesy. I can confirm that your VPS was fully restored, and all data has been successfully migrated to your new service.
  Please let us know if you have any other concerns or questions. We’re happy to assist further however we can.

   

  Best Regards,
  Justin

  Customer Answer

  Date: 10/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 22434141, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  and also, I talked to James S. the support team lead ( supervisor ) he was doing really great job to resolve problems... so, I think he was the one who handled this issues so I accepted that.. thank you...

  Regards,

  Brian Hile

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 hosting services that comes with a website builder/designer. I also purchased a very expensive *** certificate from them. I had lots of trouble getting the site setup as there were multiple issues. Support got the site up however, once up I was told that in order for the site to work with the *** certificate I need to upgrade my services. At no point did anyone or anything (FAQ or otherwise) tell me through all the troubleshooting or purchases that the *** certificate would not work on my site with the site builder unless I upgrade to higher services. This fact only came out after failed support finally identified this as an issue. So not even their support people know about this.

  

  Business Response

  Date: 10/15/2024

  Hello Kendrick,

  It was a pleasure speaking with you today. I appreciate you taking the time to provide valuable feedback. I am ensuring that we review your ticket & phone interactions for coaching and training opportunities.
  
  As we discussed on the telephone today, I had our Billing department cancel the SSL certificate & apply the funds to the upgraded version of the A2 Website Builder for you to gain SSL protection. You're all set at this point & your website is now operating as expected on https://kendrickconner.com/
  
  If you have any further questions or concerns please let us know and we'll be more than happy to help however we can.

  Customer Answer

  Date: 10/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 22424128, and find that this resolution would be satisfactory to me as long as the business follows through with reviewing the phone conversations and makes changes that allow customers to understand basic hosting comes with free site builder but, you cannot secure the site built with it (which is uncommon) unless you purchase additional services.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  Kendrick Conner

• Initial Complaint

  Date:09/05/2024

  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.

  Support PIN ******** RE: superdealglobal.com and its 2 subdomain. A2 host failed to duplicate the main domain for the two subdomains for weeks.. Now the sites are "forbidden". The technician needs to be replaced.. Demand A2 to fix the problem or we will have to sue, if needed...

  

  Business Response

  Date: 09/05/2024

  Hello Tin,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you've experienced regarding your main domain and subdomains. I understand how important it is to have your websites running smoothly, and I want to assure you that we are committed to resolving this issue promptly.

  
  Our team is working with you directly on this matter through ticket #QQZ-439-60112. We will work diligently to fix the problems you're facing, including the duplication of the subdomains and resolving the "forbidden" access issues.

  
  Please be assured that we take your concerns seriously and will strive to have this matter resolved as quickly as possible. If you have any additional information that might assist our team, please don't hesitate to provide it. We are committed to providing the service you deserve.
  

  Thanks,

  ******

• Initial Complaint

  Date:05/31/2024

  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 have been with A2Hosting as a customer for ********************** my website for about 15 years. Here in the last six months, there has been a distinct degradation in customer service. They used to answer the phone and respond to tickets with a few minutes. Here in the last six months, there have been more problems with website hosting services than the prior decade combined. **************** is virtually non-existent. I have been on hold with BOTH the online "live chat" and phone services for over an hour to report my site being down, with no response. in fact, their system auto hung up on me after an hour on hold.

  

  Business Response

  Date: 06/03/2024

  Dear *******,

  Thank you for bringing your concerns to our attention. We deeply value your 15 years of loyalty to A2 Hosting and sincerely apologize for the recent issues you've experienced with our customer service and website ********************** services.

  We understand how frustrating it can be to experience downtime and long wait times for support, and we apologize for any inconvenience this has caused you. Our goal is to provide prompt, reliable service, and its clear that weve fallen short of our expectations recently.

  We value your feedback and are committed to regaining your trust. Someone from our team will reach out to you directly to address any outstanding questions or concerns you may have. Thank you for your understanding and for giving us the opportunity to make things right. We look forward to continuing to serve you and meeting your hosting needs.

• Initial Complaint

  Date:05/06/2024

  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 wish to express my dissatisfaction with A2 Hosting's service regarding the renewal of my domain, verasproperties.com. Despite renewing with the assistance of an agent, I was not informed of a pre-existing malware issue affecting my website. Consequently, my website is now inoperative. I demand a full refund, immediate removal of the malware, and provision of a backup of my website to facilitate switching hosting companies. Furthermore, I request assistance in transferring hosting.A2hosting has refused to fix the issue for months now.

  

  Business Response

  Date: 05/10/2024

  A solution has been provided through a ticket within our system and an acknowledge is needed to reach resolution.

• Initial Complaint

  Date:05/01/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  A2 Hosting has gotten progressively less customer-oriented. They continue to state that they have a 99.9% uptime guarantee. However, they do not honor that guarantee.Because of changes that I didn't ask for and didn't need, several clients' emails stopped working abruptly. I was told they would send new server settings before they began making these changes. That didn't happen. Instead I got calls from upset clients. For one in particular, I had to drive hundreds of miles round-trip. This is the second time in the last six months I've asked them to honor that guarantee, to no avail. They refuse to give any account credit for the down time or the 444 mile round trip I had to make because of their mishandling of their upgrades.This is not an honest, customer-focused company.

  

  Business Response

  Date: 05/07/2024

  A solution has been provided through a ticket within our system and an acknowledge is needed to reach resolution.

  Customer Answer

  Date: 05/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:12/18/2023

  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 have been experiencing issues with hosting on A2 for several months now. It was just isolated to be the result of a wordpress paid theme. Thats not the reason for the complaint. Recently I found out that A2 is no longer offering my swift package and has replaced it with cheaper options that offer better server options. When I originally opened my support ticket there was a concern with server load. At the time the agent didn't mention anything about a better solution. They allowed me to continue with problems stating theres nothing they will do.Its frustrating to look at their website, see what I paid and see how I basically was robbed of a better option. When contacting their billing/sales I'm met with we don't do credits. This was how the agent said it "That is not something we do, you can have a word with Technical support about your complaint"They do not have the customer's best interest in mind. Its more about making money.The paid theme im on seems to need more robust hosting and while swift handles a majority of it, it lacks in memory/cpu. Moving me to the cheaper better option should have been the resolution offered. Instead months have gone by and I haven't been able to edit my website. I'm running a business I need my website operational and updated.

  

  Business Response

  Date: 01/02/2024

  The matter has been resolved directly with client. 

  Customer Answer

  Date: 01/02/2024

  I never received any response from A2

  

  Business Response

  Date: 01/12/2024

  Hello,
  
  We would like to outline the efforts made on our part to resolve the situation with ******. Upon receiving the initial complaint, we promptly attempted to engage with the client to clarify any misunderstandings and to offer amicable solutions. To this end, we have extended several offers to rectify the situation, which were tailored to meet the clients needs and to ensure a fair resolution.
  
  Despite our best efforts, we have encountered challenges in eliciting a response from the client. Our records show multiple attempts to reach out through various communication channels, including emails, phone calls, and written correspondence. Unfortunately, these attempts have not been successful in fostering a dialogue or receiving any feedback from the clients end.
  
  For your reference, we are including detailed documentation of our communication attempts. This includes dates and modes of communication which collectively demonstrate our proactive and persistent efforts to engage with the client. We deeply regret that this situation has not yet been resolved and remain open to any suggestions from the BBB on how we might further attempt to engage the client. We are committed to upholding the highest standards of service and customer care, and we hope to find a resolution that is satisfactory to all parties involved.
  
  Call attempted to phone number on file 1/4/24 9:10AM
  Call attempted to phone number on file 1/4/24 9:14AM (left a VM)
  Call attempted to phone number on file 1/11/24 9:27AM (left a VM)
  Call attempted to phone number on file 1/12/24: 10:27AM
  Call attempted to phone number on file 1/12/24: 11:15AM
  Call attempted to phone number on file 1/13/24: 11:28AM
  
  Email sent: 12/18/23: 1:00 PM
  Email received 12/18/23 1:05 PM
  Email sent 12/19/23 3:33 AM
  Email received: 12/19/23 9:21 AM
  Email sent: 12/19/23 2:22 PM
  Email received: 12/19/23 3:08 PM
  Email sent: 12/21/23 11:04 AM
  Email received: 12/21/23 3:31 PM
  Email sent: 12/21/23 7:44 PM
  Email sent: 01/04/24 9:17 AM
  Email sent: 01/11/24 9:30 AM
  Email received: 01/11/24 11:12 AM
  Email sent: 01/11/24 12:15 PM

• Initial Complaint

  Date:03/31/2023

  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've made multiple attempts to reach someone regarding billing. No one has returned calls or emails. If you reach any other department other than billing they tell you to call billing or send a ticket. No one answers the billing phone or returns calls and no one answers tickets or returns calls. Very disappointed with the service.

  

  Business Response

  Date: 04/10/2023

  Customer was contacted and matter resolved. 

  Customer Answer

  Date: 04/11/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

   

  It took so long to get someone to reply that it left me no time to find another host.  Which is going to result in being charged for an extra month even though I contacted them with more than enough notice to move the account.  I should not be charged for the month it takes me to move due to their delays to respond.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 04/25/2023

  A refund has been submitted. 
  
  Hello ******,
  
  We were recently following up on a complaint that you had submitted via the BBB, in which you had referred to some service issues that you had encountered with A2 Hosting.
  
  I wanted to first apologize for the frustration experienced there, as that isn't the customer experience that we want to provide.
  
  Specifically in your message you had mentioned that you were moving to another host and did not feel that it was fair to pay this last months hosting while things were moved. As a token of good faith I have gone ahead and submitted a refund for this last month of hosting with **. You should see that back in your account within a few business days. Additionally, it does appear that your account is still active with **, so just make sure to submit a cancellation request before 05/12/2023 to ensure that you are not billed again for service.
  
  I've provided a link to our cancellation instructions below:
  
  *************************************************************************************************************************************
  
  Again, I wanted to apologize for the frustration experienced and hope that you will give us another chance in the future.
  
  Best regards,
  
  -****

• Initial Complaint

  Date:01/22/2023

  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.

  On multiple occasions over several years and including yesterday and currently, A2 has made account changes (often without notifying or asking the customer) that have caused extended service outages for my business and my customers. These outages are not due to "unforeseeable" events. They have been caused by misconfigurations, mistakes and miscommunications.In the more than 20+ years I've provided IT services, including administrating my own web and email hosts, I have not seen such sloppy management. This has been a problem that has grown in the last couple of years.Recently I was forced to upgrade my account and purchase items I did not need. During this time my account was not given the upgraded security settings. I have recently lost 3 months of sent email that seems to be due to an account compromise. A2 support advised me the new firewall was not applied to my account and asked if I would like it applied. After confirming yes, email for my business and the several business for which I am hosting is no longer working.A2 is causing great strain between my business and some of our customers. It is extremely difficult and expensive to move from one host to another, this is not a simple matter of moving to a better provider. A2 needs to honor it's uptime guarantee and treat customers with basic respect. I also suspect retraining of employees is in order.I can provide transcripts of all support interactions if requested.

  

  Business Response

  Date: 02/08/2023

  Hello ****, 

  
  Our team has reached out to you to schedule a call but we have not been able to connect. I want to apologize for the inconvenience you experienced. We have been working diligently to update our systems over the past year. As a result you along with many clients have been moved to our latest hosting platform. We did coordinate the migration with you however I fully understand your frustration with repeated downtime during this process. We will work on improving our communication going forward. We have extended a one month credit due to the inconvenience you experienced. If you would like to schedule a call to discuss this further, please reply to the email with your availability. 
  Once again, I apologize for the inconvenience and frustration you experienced.