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:06/28/2025

  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.

  This complaint concerns unresolved billing issues and miscommunication during onboarding that led to unexpected charges, improper account setup, and poor follow-up from ********************* February 2025, I migrated a clients website to WP Engine. During onboarding, my account manager stated we would receive two free months of hosting to allow for migration and testingavoiding double billing while transitioning from our prior host. This understanding influenced our decision to proceed and reassured our client about the cost of the move.However, WP Engine mistakenly set up the hosting account under a different clients email and configured it for ACH/check payments instead of linking it to my business credit card. As a result, I didnt receive billing notifications and was unaware that the ***** period hadnt been honored. I only discovered the issue when I was warned the account was at risk of cancellationduring a high-traffic period for our client.After investigating, I contacted support and explained the situation. WP Engine acknowledged the misconfiguration but told me I still had to pay the outstanding balance or risk account suspension. I escalated to my account manager, who advised me to pay immediately to keep the site online and assured me the billing team would process a refund shortly afterward.I made the payment to avoid disruption to the live site. Since then, Ive followed up multiple times over more than two months. Despite repeated assurances that the issue would be resolved, no refund or final resolution has been provided.I am requesting that WP Engine honor the originally promised two-month onboarding ***** period and issue a refund for charges incurred during that time, which were only paid under pressure to keep my client's site live during a high-traffic season.

  Business Response

  Date: 07/17/2025

  Dear Customer,

  We researched your complaint and applied a credit to your account in the amount of $1,300.  Our Customer Success team has been in touch with you - please let them know if you have further questions or concerns.

  Sincerely, WP Engine

  Customer Answer

  Date: 07/18/2025

  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. WPEngine credited my account for two months of service and contacted me regarding the misunderstanding.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:03/27/2025

  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.

  So our WPengine account representative **** ******** promised us 2 free months of hosting if we upgraded our plan (I have this in writing). Our hosting plan was $800 per month. We were never given a free month. We have since left WPengine so we are trying to retrieve the $1600.00 promised (800 x 2). We have gone through a dozen emails of "I need to talk to the manager." After about 6 weeks they have still refused to honor their word.

  Business Response

  Date: 05/07/2025

  Dear Customer,

   

  We have refunded the remaining portion of your requested amount.  Please note that according to our records you had requested a refund of $1,600 (the equivalent of 2 months of free service).  You previously received a chargeback of $805 from your credit card/bank. The remaining portion of $795 was refunded to you by WP Engine today.  If you don't receive the $795 in your credit card/bank account within the next 5 business days, please let us know.

   

  Sincerely, 

  WP Engine

  Customer Answer

  Date: 05/07/2025

  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.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:03/18/2025

  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.

  Cancelled my WP Engine account on January 10, 2025. I contacted support thereafter on January 10, 2025 then followed up again on January 11 to confirm cancellation and never heard back. Was charged again for the service in the amount of $435.72 CAD on January 12, 2025. I contacted support on January 13, 2025 to report the billing issue and never heard back. I followed up again on February 4, 2025 and never heard back. I was then charged again on February 12, 2025. The latest charging pending authorized amount is $422.19 CAD, although will be higher once the transaction clears and posts to my account. My bank charges a 2.5% forex markup. So to summarize my complaint, I cancelled the service on January 10, 2025 two days before the billing cycle date on the 12th. I have then been charged two consecutive billing cycles. Support does not respond to emails. Live chat is only an AI robot. There is no way to delete my card from their billing systems. I believe the company may be about to go bankrupt and is defrauding all people who have cancelled their service along the way. Hoping to see refunds for the fraudulent charges and deletion of my credit card from their systems.

  Business Response

  Date: 03/31/2025

  Dear Customer,

  Although our Terms of Service require a 30-day notice to cancel, we have fully refunded your January and February charges.  Please let us know if you do not see this reflected in your bank account within 5 days.

  Thank you,

  WP Engine

  Customer Answer

  Date: 04/04/2025

  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.
  
  Regards,
  
  *******-***** ******

• Initial Complaint

  Date:03/05/2025

  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.

  On February 17, 2024 my debit card was billed $790.28. A majority of this ($740) was for supposed overages on the account. The invoice shows over ******* visits. When reviewing the ****** analytics, the ****** merchant stats AND the sales for that period it was apparent that the WP Engine stats were gravely mistaken. We only had 2 sales during that same period. The ****** stats show a total of less than 1000 visitors. When speaking to support I was simply told that WP Engine calculates the visits differently and they would escalate the ticket. He also told me that the high number could be due to outdated browsers hitting our site / malicious activity. That is unusual traffic that should have been stopped not continued so the company could extort money.I have yet to hear any further response on the tickets. At this point I have filed a dispute with my bank for the full amount and now making a claim here since I have been unable to reach the business. I would like a refund of what was paid in overages since they are false.

  Business Response

  Date: 03/11/2025

  Dear Customer,

  Thank you for your patience as we looked into this matter.  As our billing team noted to you in the support ticket on 3/7/24, we have issued you a credit for $762.42, which represents the amount you were charged for overages.  You will be able to see this credit via the Billing > Invoice page.  Please let us know if you have any questions.

  Sincerely,

  WP Engine

   

   

  Customer Answer

  Date: 03/17/2025

  Complaint: 22971269
  
  I am rejecting this response because I was only given a credit on my account with ****************** NOT a refund. They then turned around and charged my account an additional $772.60 MORE than what I should have been charged.

  They have not addressed the issue of the overages that are not accurate on the account nor have they explained how they are reaching the numbers that they claim. Comparing actual visitor stats and sales versus what they claim they would see that the overages must be due to some sort of spam on their hosting server.

  I am requesting be $772.60 immediately credited and then a refund issued back to my card.

  Regards,
  
  **** *******

  Business Response

  Date: 05/08/2025

  Dear Customer,

   

  According to our records, as of April 16, 2025 you received the full refund as you requested.  Please let us know whether this is still an issue for you and we will investigate further.

   

  Sincerely,

   

  WP Engine

  Customer Answer

  Date: 05/08/2025

  Complaint: 22971269
  
  I am rejecting this response because:

  The company issued a credit on my account of the full amount THEN turned around and overcharged me again therefore taking the credit that I was given.

  I have not seen one single cent returned to me from this company.

  We have discontinued our relationship with this company and requested cancellation a month ago. Our account is still pending cancellation.

  We do not recommend them to anyone.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:12/02/2024

  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 cancelled my subscription on same day it was to renew and requested a full refund or prorated for one whole day.I only received an autoresponder and to wait up to 72 hours. I never received a response to my refund inquiry during the 72 hours and had to call in and escalate this matter. It was within minutes that I received nothing but canned responses and insincere words like sorry for your frustration...The insincere *** with the canned responses is **** *. and ******** *. And after you "carefully" review this matter as you point out in all your ***lies, you'll see what I'm stating is correct. And I will be seeking a full refund. Thanks again for "carefully" reviewing this matter.ticket # *******.

  Business Response

  Date: 12/19/2024

  We have processed a refund for the requested amount of $30.  Please let us know if you have any questions.

  Customer Answer

  Date: 12/19/2024

  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.
  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:09/09/2024

  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.

  About a month ago I attempted to purchase Wordpress hosting from WP Engine. Upon purchase I was told that I received an activation email to access my account, however that link never worked and simply provided an endless loop that did not provide access to my account. Without access to my account, ****************** provides no support, however they have continued builling me including a most recent automatic charge to my account on 9/6/2024. I have emailed ******************************** on multiple occasions (I believe four or five occasions to date), received no autoresponder telling me the email is not monitored and no response at all. The only ability to reach out to support without that access is by phone which is a challenge due to a disability. I would like to cancel my account as requested and be refunded for charges for an account that I was never able to access and support on an account that was not provided. (~$60 to date).

  Business Response

  Date: 09/19/2024

  Hello,

  We apologize for the confusion in setting up your account.  When we received this complaint, we carefully reviewed your activity and information and realized there was a discrepancy between the two email addresses provided by you, which was likely why you weren't receiving the activation email.  Support Management subsequently reached out to work with you on setting up your account, but during that interaction you indicated that you preferred a refund. 

   We are sorry to see you go, but have now fully refunded all charges.  Please let us know if you have any other questions or concerns.

  Sincerely,

  WP Engine

• Initial Complaint

  Date:05/08/2024

  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.

  This company makes it extremely difficult to cancel your service with them. You must log into your portal and request cancellation. I have done this numerous times and have yet to receive confirmation of my cancellation. I have spent way more time trying to cancel our account than the $300 per year we pay is worth. It shouldnt be this difficult to cancel service. I would not recommend this company.

  Business Response

  Date: 05/29/2024

  Dear *******,

  We reviewed your account history and it appears the reason you had trouble canceling the account was because you were not listed as the account owner in the user portal.  To protect the integrity of the customer's account, only the account owner has the ability to actually cancel the account.

  Nonetheless, we are sorry you encountered frustration.  Thank you for taking the time to provide feedback.

  Sincerely,

  WP Engine

• Initial Complaint

  Date:03/18/2024

  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.

  [WP Engine Support] Re: Ticket #******* the account is ***************** and the website is newsball.com I am trying to force this company to recover my news website that they destroyed. I am seeking executive escalations of WP Engine by filing this complaint.This is absolutely outrageous as apparently payment was due in October and I was not contacted, and you decided to destroy my 5+ year website with wpengine within a month of nonpayment?It is also outrageous I have to constantly keep track of when to pay again and again. It should be like domain renewals where I can pay for 10 years in Advance.I would have just paid you $4,000 for 10 years to leave me alone and leave my site alone. Instead, you destroyed my news business website.I am filing a better business bureau complaint today to force your backend team to recover my website and restore it and I of course will pay Nothing is deleted forever on the internet.I am asking you to escalate this to management immediately.They have caused me tens of thousands of dollars in advertising losses and counting.

  Business Response

  Date: 04/04/2024

  We carefully reviewed your complaint and according to our investigation, your account was canceled on November 8, 2023 due to a prolonged period of non-payment.  Once your account was canceled, you had another 60 days to re-enable the account and retrieve a backup of your site content. On March 16, 2024, which was over four months after your account had been canceled, you contacted us to inquire about your account status. By this time all backups of your content had already been deleted in accordance with our data retention policy. Unfortunately, there is nothing we can do to restore your content.  Under the Terms of Service between you and WP Engine, it is your responsibility to independently maintain a complete and accurate copy of your site content so as to avoid situations like this. 
  
  

• Initial Complaint

  Date:03/06/2024

  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 attempted to cancel the recurring subscription with flywheel because i no longer am using the website and can no longer afford the cost. When the vendor sent a reminder that i would be charged i tried to cancel account, now they are telling me i have to wait 30 days for a decision based on the agreement, then the renewal reminder should have been sent before 30 days. I shouldn't have to pay for a site i'm not using any longer.

  Business Response

  Date: 03/20/2024

  Hello, we appreciate that you let us know of your issue.  You have been refunded the full $150.00 as of March 20, 2024.  Please let us know if you have any further questions. 

  Customer Answer

  Date: 03/20/2024

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:06/12/2023

  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.

  Feb 10 contacted agent to scale back services. I received no response and because we had discussed this I accepted that they addressed the matter.Administrator left work in March. Not detected untll April that were still charging me. Attempted several times to contact no telephone communication possible.Eventually emailed in May and they said would cancel They continue to charge me

  Business Response

  Date: 06/22/2023

  Hello, 

  Thank you for bringing this matter to WPEngine's attention. After investigation, the complainant's refund has been issued. 

  Thank you,

  WPEngine Legal 

  Customer Answer

  Date: 06/29/2023

  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.
  
  Regards,
  
  ***********************