Complaints

This profile includes complaints for Liquid Web, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Liquid Web, LLC

  2703 Ena Dr Lansing, MI 48917-8585

  
• 

  Liquid Web, LLC

  1600 Grayfriars Ave Holt, MI 48842-2018

  

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:05/04/2026

  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've been leasing a virtual server from liquid web since 2017. My WHOLE LIVELYHOOD is on this server. When I first started working with them their support was excellent. Fast and efficient chat and people that seemed to know what they are doing.This level of support has steadily gotten worse and the technical knowledge of the 1st level of support is almost non-existent REMOVED, I needed to test a feature for a quick script I'm writing for a website to detect if someone is accessing from a non-supported country. The easiest way is to open a tor browser because that comes in from random non-us countries. I found out just now that my server isn't accessible outside the REMOVED!!!!!!! THIS IS UNACCEPTABLE AND NOT WHAT I'M PAYING FOR!!!!I tried to access support by chat. ITS TURNED OFF BECAUSE OF THEIR BACKLOG OF TICKETS!!!! Fine I picked up the phone to call. The person I'm talking to sounds like she's in a cave and she very clearly has NO IDEA WHAT SHE IS DOING!!!!I host 70 sites between 2 virtual servers. I NEED A PROFESSIONAL LEVEL OF SUPPORT FROM LIQUID WEB!!! If they can't provide this I'm better off saving a TON of money and just leasing a server from GoDaddy.

  

  Business Response

  Date: 06/21/2026

  To Whom It May Concern,

  We appreciate the opportunity to respond to the complaint submitted by Mr. REMOVEDregarding concerns about website accessibility outside of REMOVEDand his recent support experience with Liquid Web.

  Account Review

  After reviewing the account, we confirmed that Mr. REMOVEDmaintains two Virtual Private Servers with Liquid Web. At the time the complaint was received, there were no active support cases associated with the reported issue regarding website accessibility from locations outside REMOVED To ensure the concern was properly reviewed, our team immediately created Case #REMOVEDand assigned it to a REMOVEDAdministrator for investigation.

  Investigation Efforts

  As part of our review, our team attempted to contact Mr. REMOVEDdirectly by phone to discuss the issue; however, the call was routed to voicemail. We also provided updates through the support case and remain available to continue troubleshooting. During our initial investigation, we tested one of the hosted websites from a location in REMOVEDand were able to access it successfully, indicating that the site was reachable from outside REMOVED. At this time, we have been unable to reproduce the issue described in the complaint. Because there are multiple servers associated with the account and the specific server or website experiencing the issue has not yet been identified, additional information is required to continue the investigation.

  Current Status

  The support case remains open and assigned to a REMOVEDAdministrator. We are currently awaiting additional details from Mr. REMOVEDregarding the affected server, website, or examples of the reported behavior so that we can continue our review.

   

  Conclusion

  We understand the importance of reliable hosting and responsive technical support, particularly for customers who rely on their hosting environments to operate their businesses. Liquid Web remains committed to investigating this concern and working directly with Mr. REMOVEDto determine whether any issue exists and, if so, to identify an appropriate resolution. We encourage Mr. REMOVEDto respond to Case #REMOVED with the requested information so that our team can continue troubleshooting and provide further assistance.

   

  Sincerely,
  Liquid Web, LLC

  Customer Answer

  Date: 06/22/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.  I think this has been resolved.  Someone did leave me a voicemail over the weekend but it had been fixed several weeks prior.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:03/14/2026

  Type:Sales and Advertising 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 have been a Liquid Web customer for about 10 years. My REMOVEDwas prepaid for two years and set to expire on March 15, 2026. In December 2025, I contacted Liquid Web to discuss renewal pricing in advance. After back-and-forth discussions through their ticket system, I was told they could offer about 70% to 75% off the main REMOVED, with backup and security remaining at standard rates. Based on that, I planned to renew. When I contacted them again in February 2026 to finalize payment, the billing team refused to honor the earlier offer and said only 20% off was available. I've repeatedly requested a management review and escalation, but I've received standard, repetitive responses or no meaningful response at all. As my contract was nearing expiry and I had clients hosted on the server, I had to move to another provider urgently and prepay for a new, higher-cost contract. This caused financial stress, business loss, and unnecessary disruption. This was especially frustrating because I had already experienced a billing issue with Liquid Web in March 2025, when they claimed a prepaid amount had not been received. I ended up paying an additional $1,000 to avoid service interruption, despite having already prepaid for my service. Liquid Web did not act fairly, did not properly review prior commitments, and did not respond appropriately to my repeated escalation requests. I am requesting a formal review, a written explanation, and fair compensation for the financial loss resulting from their actions.

  

  Business Response

  Date: 03/19/2026

  Dear Hamza,
  Thank you for taking the time to share your concerns. We sincerely appreciate your long-standing relationship with Liquid Web over the past decade and regret the frustration and disruption you experienced. We take matters like this seriously and have conducted a thorough review of your account, billing history, and prior communications.

  
  Regarding the March 2025 Billing Concern
  Our review found that this issue originated from a March 2024 transaction. During a cancellation request in October 2024, the incorrect server was selected for cancellation. While our team intervened to prevent unintended service disruption, we subsequently discovered that the original March 2024 payment had only been authorized and not captured.

  
  This meant the funds were never successfully collected. While our development team corrected the billing records, we acknowledge that we did not proactively communicate this update at the time. When the matter was escalated in November 2024, we worked with you to reach a reduced payment agreement. You confirmed your understanding that the payment had not been received, though you rightly noted the delay and lack of communication. We recognize this as an area where we should have provided clearer and more timely updates, and we appreciate that feedback.

  
  Regarding Renewal Pricing and Discount Expectations
  We reviewed all ticket history and internal notes related to your renewal discussions. Throughout those conversations, multiple discounted renewal options were offered, including 15%, 30%, 50%, and ultimately a maximum approved discount of 65% for a two-year term.

  
  We were unable to locate any documented offer of a 7075% discount on your existing REMOVEDIt is possible there was confusion with promotional pricing available at that time for new infrastructure during seasonal promotions, which differs from renewal pricing for existing services. That said, we understand how expectations may have been set during ongoing discussions, and we regret any lack of clarity that contributed to your frustration.

  
  We also recognize that the delay in finalizing renewal terms created urgency for your business and contributed to the need to explore alternative providers. We understand the impact this had and sincerely regret the inconvenience caused.

  
  Resolution and Current Status
  Following further discussion and escalation, we are pleased that we were able to reconnect directly and work toward a mutually agreeable resolution. Specifically:
  - The automatic renewal invoice of approximately $5,000 (which did not include a discount) has been removed.
  - You have successfully renewed with a new server on a two-year term at a 65% discount, totaling $1,954.24.
  - Our support team is actively assisting with configuration and ensuring the environment meets your requirements prior to migration.

   

  We are especially grateful for your willingness to re-engage with us and for the positive feedback you shared with our team. It means a great deal that you expressed interest in returning to Liquid Web, and we are committed to earning and maintaining your trust moving forward.

   

  Next Steps and Commitment
  While we believe the current resolution addresses the primary concerns, we remain committed to continuous improvement. Based on your experience, we are reviewing:
  - Internal communication practices around billing adjustments and payment discrepancies
  - Clarity and documentation of promotional versus renewal pricing
  - Escalation handling to ensure timely and personalized responses

   

  If there are any remaining questions or if you would like further clarification on any aspect of your account, we are happy to continue working with you directly.

   

  Thank you again for your feedback and for giving us the opportunity to make this right.

   

  Sincerely,
  Liquid Web, LLC

  Customer Answer

  Date: 03/27/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/29/2026

  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.

  I have a dedicated server with Liquid Web. My service response REMOVEDhas been deplorable. On 1/21/2026 5:26:00 PM outage over 4 hours without even a ticket response. On 1/22/2026 1:32:25 PM not answered at all. 1/23/2026 12:34:24 PM response received at 1/23/2026 9:21:22 PM. Tried chat to get faster help because my server was down, but the chat person was so rude. Refused to review the ticket & made me type it all out again. My service disruption in this time frame is over 24 hours & still growing as I wait. I pay $605.92 for this service. The websites on my server are REMOVEDhave lost so much sales in the unavailability that cannot be measured, but are down hundreds of dollars during these days.

  

  Business Response

  Date: 02/06/2026

  Liquid Web takes customer concerns seriously and appreciates the opportunity to respond.

  We have carefully reviewed the customers account, support tickets, and internal timelines related to this complaint. While our investigation confirms that the customer did experience delays in communication during a critical support incident, we would like to clarify the circumstances and outline the corrective actions taken.

  On January 21, 2026, the customer submitted support case #REMOVEDat approximately 5:26 PM ET. The case was assigned to a systems administrator at 8:02 PM ET, and troubleshooting began shortly thereafter. However, our records show that an initial acknowledgment was not sent to the customer until 9:46 PM ET. While work on the issue had already begun, we recognize that the lack of timely communication created the impression that no action was being taken. This delay in acknowledgment does not meet Liquid Webs service standards, and we acknowledge that failure.

  Our review also determined that the server itself was operational during this time, and the disruption was isolated to a specific website experiencing abnormal traffic consistent with an attack. Additional troubleshooting was required due to improperly formatted domain logs, which delayed diagnosis. On January 22, 2026, the customer reported renewed concerns related to the same issue and noted difficulty receiving updates through the existing ticket, which led them to contact live chat. While the technical issue was nearing resolution at that time, the continued lack of clear communication compounded the customers frustration.

  We are also concerned by the customers report of an unsatisfactory live chat interaction. Liquid Web expects all support channels to assist customers professionally and efficiently, particularly during service-impacting events. This feedback has been escalated internally and is being addressed with the relevant teams.
  

  To resolve the matter and prevent recurrence, Liquid Web has taken the following actions:
  - Implemented rate limiting to mitigate the traffic issue affecting the customers site
  - Assigned a senior administrator to continue monitoring and investigating traffic patterns
  - Enabled site monitoring through our REMOVEDto provide proactive alerts
  - Reviewed internal ticket assignment and response procedures to reinforce the importance of prompt acknowledgment, even when active troubleshooting is underway
  

  Additionally, a senior member of Liquid Webs REMOVEDleadership contacted the customer directly to apologize for the experience, explain the findings, and offer a call to discuss service improvements and account credits.
  

  Liquid Web regrets the frustration and disruption this customer experienced and acknowledges that our communication during this incident did not meet expectations. We remain committed to restoring the customers confidence through direct engagement, corrective action, and continued support.
  

  We appreciate the opportunity to respond and are actively working with the customer toward a satisfactory resolution.

  Customer Answer

  Date: 02/09/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:09/18/2025

  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 am filing this complaint regarding unjust enrichment, deceptive business practices, and unethical billing by Liquid Web, LLC. I was unknowingly charged over $400/month for more than five years for a server that was completely unused since early 2020, totaling over $20,000 in REMOVEDJanuary 2020, I became a new father and was soon hospitalized with a severe case of COVID-19. I developed long-term post-COVID bronchitis and later REMOVEDDisease. This brought serious medical and financial hardship, and I ceased using the server entirely. I no longer had access to the email on file REMOVEDand had no idea billing was still occurring.However, Liquid Web had multiple valid contact methods on file for over five years:My phone number REMOVED) remained active and on the REMOVEDmailing address (REMOVED) was also unchanged and on file.Despite thisand despite complete inactivity on the serverLiquid Web never contacted me by phone or mail. They allowed charges to silently continue with no courtesy call, mailed invoice, or account flag, despite clear evidence the service was dormant. Liquid Web passively collected thousands of dollars for a dormant service, made no attempt to reach me through the valid contact methods on file, and offered no way to protect myself from ongoing charges. In September 2025, I discovered the charges, contacted support, and immediately canceled. Liquid Web confirmed the server was unused but refused a refund, citing a policy that charges are based on availability, not usage.What makes this even more disturbing is that after I informed Liquid Web of my family's financial distress, the maxed-out credit card, and the five years of dormant service, they charged my card two more times. This isnt just negligentits unethical and cruel.Desired Resolution:A full or partial refund, at minimum for the most recent 24 months.Written confirmation that billing has ended and my card was removed.

  

  Business Response

  Date: 09/24/2025

  Liquid Web, LLC Response to Complaint Filed by REMOVED
  We appreciate the opportunity to respond to the complaint submitted by Mr. REMOVEDregarding billing for his hosting services with Liquid Web, LLC.
  Account & Billing History

  Mr. REMOVEDmaintained an active Linux dedicated server with Liquid Web since 2019, with a monthly service fee of $313.55, as well as additional charges averaging $130.00 per month for image and backup storage. Hosting accounts are billed on a subscription basis, and invoices are generated monthly for the continued availability of services, regardless of usage activity.

  Over the period in question, our records do not show any request for cancellation, suspension, or downgrade of the service. Notifications of price adjustments in 2024 were delivered successfully to the customers email address on file, and our billing system reflects that invoices continued to generate and be delivered until at least early 2025. We cannot confirm whether individual invoices bounced prior to March 2025, but within our 90-day email log history, invoices were delivered without issue.

  
  Contact Information
  Liquid Webs standard communication method for billing and account notices is email. While additional contact information (phone and mailing address) was listed on the account, our policies and systems rely on the primary account email for official notifications and billing updates. There was no record in our system of mail or phone outreach requests, nor any support cases logged prior to September 2025 regarding this account.

  
  Resolution REMOVEDrequest in September 2025, the account was promptly canceled, and billing ceased. While Liquid Webs service terms do not provide for refunds on unused services, in recognition of Mr. REMOVEDcircumstances, we issued a courtesy refund equivalent to two months of service.

  
  It is important to note that the charges were not the result of error or deceptive practice, but rather consistent with the agreed-upon subscription model under which our services are provided. The customers server resources and backup storage were maintained and reserved exclusively for his use throughout this period.

  
  Conclusion
  Liquid Web strives to deliver transparency and fairness in all customer interactions. While our records show that services were active, billed appropriately, and invoiced per our standard policies, we extended a goodwill refund in acknowledgment of Mr. REMOVEDconcerns. We respectfully assert that the charges in question were valid under the terms of service, and that Liquid Web acted in good faith throughout this matter.

  Customer Answer

  Date: 09/25/2025

   
  Complaint: 23900781
  
  I am rejecting this response because:

  Two months of refunds is not even close to good enough after they knowingly charged my inactive account for over 60 months.

  I am willing to compromise and accept 24 months of payments to be refunded.

  If Liquid Web agrees to the compromise of 24 months of payments refunded, I would mark my complaint as resolved, ask BBB to remove it from public view, and also agree to not make any more complaints or negative reviews about their company in the future.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 09/25/2025

  Liquid Web, LLC Response to Rebuttal Filed by REMOVED
  We appreciate REMOVEDcontinued engagement and understand the frustration he has expressed regarding the length of time his server remained active without use. We also recognize the personal and financial challenges he has described and do not take them lightly.
  
  Company REMOVEDservices are billed based on the ongoing availability of dedicated server and storage resources, not active usage. During the period in question, REMOVEDserver and backup storage remained provisioned and reserved exclusively for him, and invoices were generated and delivered in accordance with our standard billing processes. We did not receive any cancellation or support request regarding the account until September 2025, at which point services were promptly terminated.
  
  Our Terms of Service clearly state that charges continue until a cancellation request is submitted. For this reason, we are unable to extend a refund covering multiple years of billing, as the charges were valid under the hosting agreement.
  
  Good Faith REMOVEDsaid, we did previously issue a courtesy refund equivalent to two months of service to acknowledge the circumstances brought forward. While we cannot honor the request for 24 months of refunds, this refund was extended as a gesture of goodwill and in recognition of the challenges described by REMOVED.
  
  Closing Statement
  Liquid Web values all of its customers and regrets when expectations are not met. While we must respectfully maintain that the charges were valid and that our resolution is consistent with both our policies and industry practices, we want to reassure the BBB that we approached this situation with fairness and empathy.
  
  

  Customer Answer

  Date: 09/25/2025

   
  Complaint: 23900781
  
  I am rejecting this response because:

  I tried my best to compromise but it's insulting to only offer 2 months after 60 months of billing on an inactive account. 

  At this point I must formally request the BBB to step in to resolve this. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:07/04/2025

  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 am filing this complaint regarding unauthorized charges from Liquid Web. I previously canceled my account and no longer use any of their services, yet I was recently billed. I did not consent to any further charges after cancellation.I have tried to reach out to Liquid Web support to resolve this, but have not received a refund or clear explanation. I am requesting a full refund for the most recent billing and would appreciate BBBs assistance in resolving this issue promptly.

  

  Business Response

  Date: 07/11/2025

  To Whom It May Concern,
  Thank you for the opportunity to respond to REMOVEDcomplaint regarding an unexpected billing from Liquid Web after the cancellation of his account.

  After reviewing our records, we confirmed that Mr. REMOVEDoriginal account was canceled in September 2024, and no further charges were assessed on that account after cancellation. However, we discovered that a new service order was placed under the same account in May 2025, which triggered the billing in question.

   Upon further investigation, we found indicators suggesting that Mr. REMOVEDaccount may have been compromised, leading to this unauthorized server order. In response, we immediately escalated the issue to our security team for deeper analysis of the server activity and access logs to verify the nature and source of the access.

   To protect Mr. REMOVEDaccount and prevent further issues, we have taken the following actions:

  - Disabled the affected account credentials to block any further unauthorized access.
  - Notified the primary and original email address on file about the incident and requested confirmation of the unauthorized use.
  - Initiated cancellation of the newly ordered server, pending completion of our security review.
  - Prepared to issue a full refund for the most recent billing as soon as the service cancellation is confirmed.

  
  We sincerely apologize for the confusion and frustration this situation may have caused. Mr. REMOVEDshould expect further communication from our team shortly to confirm the refund process and ensure his account security is fully restored.

  Should Mr. REMOVEDhave any additional concerns or require direct assistance, we invite him to contact us through our 24/7 support line.

  Sincerely,

  The Liquid Web Team

• Initial Complaint

  Date:12/19/2024

  Type:Billing 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 canceld my service and they charged me $37 for 2 months

  

  Business Response

  Date: 12/20/2024

  Looking into this further, the customer canceled services on two VPS servers in early November (REMOVED) and the remaining 24-month term amount was refunded. We let the customer know that any images on the account must be manually removed if they had them, but it looks like they missed this portion of our reply. The customer opened ticket REMOVEDyesterday (12/19/24) asking for a refund for the images and stated they were never notified. As this customer did have the DisasterStrickenArea banner and server images can be easily missed, we had billing provide the refund and reply to the customer. They should see the refund of $74.34 over the next 2-7 business days.

  Customer Answer

  Date: 12/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:11/11/2024

  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.

  Dear BBB,I am reaching out to file a formal complaint against Liquid Web. In 2021, I discontinued using their hosting services, and I have not received any services from them since then. Until recently, I had not received any notification or communication about any outstanding payments. Surprisingly, I recently received an email from collections claiming that I have an overdue balance with Liquid Web.When I contacted Liquid Web's customer service, I was informed that the overdue charge corresponds to an invoice from 2021. It seems extremely unfair to me that, after almost three years, I am only now being notified of this debt. I never received any prior notification from Liquid Web about this balance before it was sent to collections.For this reason, I am requesting BBBs assistance in having Liquid Web cancel this charge. I believe that the lack of communication and notification from the company regarding this debt is an unethical and unfair practice for the consumer.Thank you for your support, and I look forward to resolving this matter fairly.

  

  Business Response

  Date: 11/22/2024

  We have followed up directly with the customer, emailing twice on 11/11 and 11/18 and also calling and leaving a message. We have not heard back from the customer.

   

  This was the first email from 11/11/24:

  Hello REMOVED,
  
  I am hope this email finds you well. I am following up on some feedback sent to the BBB regarding a past due invoice sent to collections. There was email  correspondence  sent on multiple occasions regarding a past due balance of $96.00. 
  
  I provided the dates of the email correspondence below. I did reach out to our billing team and could take payment over the phone to resolve this issue. You can call in to REMOVEDand request to speak to our billing department and reference ticket 08731131. We look forward to hearing from you and resolving this invoice issue. 
  
  5/26/2021 6:27 PM
  5/11/2021 5:35 AM
  5/7/2021 5:35 AM
  5/1/2021 5:39 AM
  3/31/2021 5:36 AM
  3/12/2021 5:35 AM
  
  REMOVED, Liquid Web Support

   

   

  This is the second email, sent on 11/18/24:

  Hello REMOVED, 
  
  Just following up. 
  
  I hope this email finds you well. I am following up on some feedback sent to the BBB regarding a past due invoice sent to collections. There was email  correspondence  sent on multiple occasions regarding a past due balance of $96.00. 
  
  I provided the dates of the email correspondence below. I did reach out to our billing team and could take payment over the phone to resolve this issue. You can call in to REMOVEDand request to speak to our billing department and reference ticket 08731131. We look forward to hearing from you and resolving this invoice issue. 
  
  5/26/2021 6:27 PM
  5/11/2021 5:35 AM
  5/7/2021 5:35 AM
  5/1/2021 5:39 AM
  3/31/2021 5:36 AM
  3/12/2021 5:35 AM

  REMOVED, Liquid Web Support
  
  

   

• Initial Complaint

  Date:09/21/2024

  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.

  I have been a customer of Nexcess (DBA REMOVEDfor numerous years. I have been happy with their service.A few days ago I received many MANY emails letting me know that additional hosting packages had been added to my account without my consent. I immediately reached out and spoke with a REMOVEDvia phone. He advised he'd be cancelling the unauthorized packages and opening a ticket to the back end support to get a REMOVEDhas now been 3-4 days and there has been ZERO contact from Necess/Liquid Web and I have reached out several times asking for my refund. This is REMOVEDnot REMOVEDor some other low ball amount - I can't have these kinds of funds tied up for something that I did not authorize or consent to.

  

  Business Response

  Date: 10/14/2024

  As of September 23rd, the refund of $1225.70 had been issued, and Mr. Camacho should have received the money back within 2-7 business days.

  This might have happened due to his account being compromised. We blocked the IP from which fake orders were placed in our firewall. We advised the customer to reset his Nexcess account password and enable 2-factor authentication for additional security.

  Customer Answer

  Date: 10/14/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22319270, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  John Camacho

• Initial Complaint

  Date:02/18/2024

  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 had been generally happy with Liquid web service for several years. They continually offers the ability to renew 2-3 year agreements at a lower negotiated price. My contract went month-to-month and as always, I have requested a new contract agreement. I have been given conflicting information. Most recently 2 different sales people gave completely different indications. The first indicated that I should purchase whichever plan I wanted online at the 2 year pricing, request a migration of my existing plan and then cancel the existing plan. Considering this is a large cost, I wanted to confirm this with a second agent before proceeding and was told that this was not an option. I believe that if front line sales people are giving information regarding pricing and availability of contract, that information should be honored. I have also had repeated conflict with the account manager assigned my account and have asked to be reassigned or to have these matters escalated. The request has not been granted. I do not feel that I can work with this account manager any further and am requesting reassignment and escalation as well as the honoring of the offer made by the front line sales people. I am attaching the chat conversation dated 2/18/2024. I have highlighted the beginning of the conversation which clearly shows the offer made by front line sales for a 2 year contract at the contract price and migration and cancellation of my current month-to-month plan. I am sure liquid web has records of this chat in their archives and can verify. I would expect that to be honored as part of the resolution.

  

  Business Response

  Date: 03/05/2024

  We contacted the customer and they have decided to purchase a new pre-pay plan with REMOVED. They also agreed to remove this complaint.

  Customer Answer

  Date: 03/08/2024

  I would like to keep this complaint open pending the full resolution. I have been told that a new server will be provided and my data will be fully migrated. As of now I am paying for 2 servers and the migration is not complete. There has been several miscommunications in the process and very slow response times. Until the migration of the data is complete, their promises have not been kept. What do I need to do to keep the complaint open pending the completion of the migration?

• Initial Complaint

  Date:02/14/2024

  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 paid for a full year of Liquid Web's calendar software plug-in for use on my community news website. It worked OK at first, then there were apparently code updates that broke the functionality that led me to purchase the product. I even had a WordPress expert take a look and try to make it work. Contacting the help desk was useless.Ultimately I deleted the plug-in after barely a month, even though I had paid for a year. I informed the company I was canceling. No response. Then, a week or so ago, they had the nerve to charge me for an additional year. Now, that's partly my bad for not deleting them from my PayPal. However, since that $100 ding I have tried to contact them on email and social to no avail. I have instituted a complaint and request for a refund through PayPal, but be warned -- it's crappy code with even crappier customer service.

  

  Business Response

  Date: 02/19/2024

  Upon further inspection, we emailed the customer after we received the PayPal cancellation and didnt get a response. Our account services team confirmed we've issued the refund and no further charges will be made. One of our team members also said he had reached out to the customer, and his message had been answered there.

  
  We want to note that we do offer full refunds within 30 days of purchase for any reason, so if the customer had requested a refund at the time they stopped using the plugin, they would have received a full refund.