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: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.