Complaints

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

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  SiteGround

  700 N Fairfax St Ste 614 Alexandria, VA 22314-2085

• 

  SiteGround

  901 N Pitt St Ste 325 Alexandria, VA 22314-1549

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:03/09/2025

  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 canceled my auto renew on sitegrounds website, slid the bar and clicked confirm. After cancelling I have received an email titled "21 days left until service expiration". On the 21st day I was charged for an entire year of service. Upon rechecking their system, I confirmed that they do not send an email confirmation when auto-renewal is canceled, which makes it impossible for customers to prove cancellation. This is clearly an intentional dark pattern designed to trap users into unwanted renewals.I was not surprised to a see a recurring theme in the complaints here. This is a violation of consumer trust, and an unfair billing practice. I have disputed this charge with my credit card provider and will escalate this matter further if needed.I am demanding a full refund of $387.79 and for siteground to update its system, providing immediate email confirmation upon cancellation.

  Business Response

  Date: 03/12/2025

  Dear ******,
  
  We understand the importance of resolving this matter promptly and appreciate the opportunity to clarify the situation.

  To ensure the perfect uptime of each website, the hosting plans are set on recurring renewal. Since we always strive to be transparent, we always sent 3 notification emails prior to the actual renewal attempt. In this particular case, the emails for the account have been sent on:
  
  2025-01-16
  2025-02-22
  2025-03-03

  At any given moment, our customers can disable the autorenewal from inside the Client Area >>> Services tab, so that they can choose the optimal path forward. The account in question was up for renewal on 2025-03-09 and our system successfully has extended the hosting subscription for 12 months.
  When reviewing the hosting account's logs, the only cancellation request for this plan happened on 2025-03-09 few hours after the payment has been submitted.
  
  Even after the payment is submitted, we offer 30 days refund period and the payment was eligible for a refund and our team is always available to help with reversing this payment.
  
  When reviewing the payment and its current state, it is currently being disputed by your bank. In such disputes, the payment is being reviewed by both banks (the one of the credit card holder and the bank we use). The final decision is taken by the banks and they determine who will receive the funds. We are eager to help, as the payment is still in the first 30 days and we can issue a refund for it, if there was no dispute from the issuer of the credit card.

  At the current point, we need to follow the rules for such disputes and once the two banks come with final statement, we will be able to help and assist with the refund further.
  
  Thank you for the provided feedback how to improve our system and we will definitely consider it. We would like to confirm that when an account is cancelled from Client Area >>>Services >>> 3 dots menu >>> Cancel, the system automatically sends a confirmation email.
  When the Renewal settings are adjusted and the automatic renewal is stopped, this is reflected in the 3 notification emails that we sent to our customers. If a client disables the renewal, the email just notify about the upcoming expiration date without informing about a future renewal attempt. Since we understand your point, we will definitely consider improving the communication when an automatic renewal is disabled.
  
  Best regards,  
  The SiteGround Team

  Customer Answer

  Date: 03/14/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23041060
  
  I am rejecting this response because:
  

  Unlike their claim in the response here, Site ground sent me a sale receipt stating that all sales are final, leading to my dispute with the credit card carrier. To clarify again, I received no confirmation of the first time that I canceled the subscription one month ago, nor did I receive a confirmation of the time I canceled after they billed me, allowing me no way to prove my original cancelation. They also sent the 3 emails, all of which stated in the title that my service expires soon. If they are willing to offer me the refund, then do not dispute my credit claim. They have already proven dishonest business tactics and I do not trust them to follow through. 
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/19/2025

  Hello ******,
  
  We have contacted our billing team and they have informed us that the
  outcome of the chargeback has been determinedyou have won the
  chargeback. As a result, the money should be back in your account, and
  there is nothing further on our end to refund. We recommend contacting
  your bank for any additional information you may need.
  
  We'd like to address the other important points in your review. When
  there are successful cancellations, we send emails to the administrative
  email on the account. If these emails were not received, it's possible
  they may have been filtered into your spam folder or another email
  filter.
  
  Our support team is available 24/7, and you could have reach out to us
  immediately after the charge for assistance with payment issues or
  clarification on refund options.
  
  In any case, we hope this matter is now resolved for you, and please
  know that we remain available should you have any further questions or
  concerns.
  
  Best regards,  
  The SiteGround Team

  Customer Answer

  Date: 03/26/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23041060
  
  I am rejecting this response because:
  

  Since I can't confirm whether I would have been refunded through their customer service I am hesitant to accept. All I can go off of is their email titled "21 days until expiration" which was received 6 days before they charged me (I was incorrect in my original complaint), along with their statement in the sales receipt email that all renewals are final. After reading their response, I re-checked my spam folders and did not find a confirmation from my original cancelation. I believe siteground offers a good web hosting service but is deceptive in their ******** tactics.
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/30/2025

  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.

  Dear BBB,I am writing to formally lodge a complaint against SiteGround regarding their unethical business practices and my troubling experience with their customer service.Recently, I reached out to SiteGround to retrieve my website files before any necessity arose for restoration. To my dismay, I was informed that I would need to pay a renewal fee of 400 euros to access my files. I found this charge to be exorbitant and refused to pay it, insisting instead on simply receiving my website files. However, SiteGround continued to insist that I must pay the renewal fee before they would release my content.After several days of back-and-forth communication, I was then told that my files had already been deleted and that I could retrieve them only if I paid a fee of 30 euros for the restoration. This situation is particularly frustrating because it is evident that SiteGround had the capability to provide my files initially but chose not to do so. Instead, they pressured me into paying more money under the threat of losing my data permanently. This tactic feels like extortion, as they are effectively holding my data hostage unless I comply with their demands.Despite my best efforts to resolve this matter amicably and request a refund for the additional fees paid, SiteGround has refused to return my money or provide a satisfactory resolution. Their actions reflect a concerning lack of ethics in dealing with customers and an unwillingness to uphold fair business practices.I am seeking your assistance in addressing this issue and obtaining a resolution. It is crucial for businesses to operate with integrity and transparency, especially when dealing with sensitive customer data. Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,*******

  Business Response

  Date: 02/03/2025

  Hello *******,  
  
  Thank you for sharing your experience, wed like to take this opportunity to address your concerns and clarify the steps involved in retrieving data from an expired account.  
  
  From what we understand, your account had expired, and you wished to retrieve your website. When an account expires, renewing it is necessary to access the data. Reactivating the account restores Site Tools access, file and database access.
  Although we don't have the account in front  of us, we can say that for shared hosting plans, the shortest possible renewal period is one month when you just need to get the data. The associated cost for this is much lower than the 400 EUR amount mentioned in your review. For example, renewing our most powerful shared plan, GoGeek, for one month costs 45 EUR/ mo (excluding VAT).  Higher prices may apply only if you're running a powerful Cloud plan with hundreds of gigabytes of storage for example.
  
  If a shared account remains expired for over a month, it is terminated in accordance with our policy:
  ****************************************************************************************** .
  At this point, retrieving the data requires a manual restoration by our technicians, which incurs a restore fee in addition to the renewal fee. This is because the account can no longer be simply renewed, and additional resources are needed to recover the data.  
  
  We value our clients data and strive to keep backups available even after an account expires. As these backups occupy server resources, reactivating the account and covering associated fees are necessary to retrieve the files.  
  
  Wed like to review your case more closely to better understand the specifics and assist you further. Since were unable to locate your account with the details provided here, please email us at ********************************* with your account information. Our team will promptly investigate and work with you to resolve this matter.  
  
  Thank you for bringing this to our attention!
  
  Best regards,  
  The SiteGround Team

  Customer Answer

  Date: 02/05/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22880452
  
  I am rejecting this response because:
  
  I would like to bring to your attention that the representative I spoke with did not offer me the option of renewing my account at a lower cost. Instead, they suggested an excessive fee, and due to the poor customer service, I found myself in a situation where my files were deleted. This could have been avoided if I had received proper service and been informed about the possibility of renewing for ***** EUR from the start.
  
  Only after my files were deleted was I informed that it was possible to renew for ***** EUR. By then, it was too late, and I had no choice but to pay an additional 30 EUR + TAX to recover my files.
  
  It is important to note that this situation could have been avoided if I had been given the correct information and offered the option to renew at ***** EUR initially. I am requesting a refund, as I feel I was unfairly charged and that the situation was exploited, knowing how crucial my files were to me, and that I could not afford to lose them.
  
  The fault does not lie with me, as the representative was unwilling to offer a reasonable solution from the start, which ultimately led to the deletion of my files and the need for recovery.
  
  For reference, my invoice number is 3773834.
  
  I look forward to your prompt resolution of this matter.
  
  
  Regards,
  
  ******* ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/21/2025

  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.

  1. Siteground reactivated the service I deleted and enabled auto renewal without my permission.2. Siteground renewed the service that I no longer using and no longer intend to use for 1 year.3. I was unable to remove my payment method and my credit card on Siteground.4. Siteground refuse to refund.5. Amount of money: $215.88

  Business Response

  Date: 01/22/2025

  
  Hello there,  
  
  Thank you for giving us the opportunity to address your concerns. We have successfully located the account matching the provided details and have conducted a thorough review to bring clarity to the situation.  
  
  Here are the key points from our investigation:  
  
  1. The hosting account in question was set to expire in June of last year.  
  2. Our system is configured to automatically renew services by default, as outlined in our terms of service, which clients agree to upon purchasing an account.  
  3. Clients have full control over their billing settings and can disable automatic renewal at any time through their account. For guidance, please refer to: *********************************************************************************************;
  4. Prior to the renewal, our system sent multiple email notifications to inform you of the upcoming charge.  
  5. The charge was processed, and our records indicate that a refund request was submitted six months later, in January, via chat. However, as the service had already been active for six months, this falls outside our refund policy. For reference, please see: *****************************************************************;
  6. Our logs confirm that the service was not deleted, cancelled, and the automatic renewal setting remained active, resulting in a standard renewal.  
  
  That said, we always strive to accommodate our clients. If you no longer require the service, please email us at ********************************* from the admin email associated with your SiteGround account (a***n@ze******). You may reference your BBB review for context.  
  
  We are prepared to offer a prorated refund for the unused portion of the service, covering the period from today until the accounts expiration date on June 21, 2025. Unfortunately, a full refund is not possible, as the service has been active for six months.  
  
  We appreciate your understanding and look forward to resolving this matter promptly.  
  
  Regards,  
  The SiteGround Team

  Customer Answer

  Date: 01/22/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22839164
  
  I am rejecting this response because: The file I attached is the proof of cancelation, which contradicts with Siteground's statement that I did not cancel my service. I do not have any intention to use the service any more. But siteground restored my service and setup auto renew and auto pay again without my permission. By the time I write this response, the service I intend to cancel is still active and have auto pay and auto renew on. Furthermore, siteground did not deny the fact that user cannot delete the primary credit card on their record, and this is concerning.
  
  
  Regards,
  
  ******** ****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/27/2025

  Hello Shangwen,
  
  First and foremost, we are sorry that you were not satisfied with our services. If there is something we can do to change your mind, we will be more than happy to assist you. If you have any specific feedback regarding your hosting account with us, you can message *********************************************************, and we will review everything in detail.
  
  Regarding the account cancellation, you indeed canceled your account on 2025-01-21, which is more than 6 months after it was renewed on 2024-06-06. There is no log or attempt to cancel before that, although you can do it anytime from your Client Area > Services > Hosting. The process is explained step by step here: *****************************************************************************.
  
  If you cancel within 30 days after the payment is processed, we can still offer a refund as per our terms and refund policy described here: ****************************************************************************************************.
  
  Unfortunately, it has been much longer than that, and at this stage, the account is no longer refundable.
  
  As for the credit card in the system, it is saved for your convenience so you do not have to worry about missed or delayed payments. That is also why we have an automatic renewal system in place to avoid possible service interruptions, which can cause greater harm to your business. Although the credit card cannot be removed from your Client Area, our agents can remove it for you anytime upon request. The auto-renewal system can also be turned off anytime from the Client Area if needed; we dont restrict you from managing the renewal settings as per your preferences.
  
  After we mentioned over chat that the account cannot be refunded at this stage, our agent decided to reactivate the account in case you want to still use it until expiration. However, we can confirm the account is set to expire now at the expiration date from the system on our end, and no further charges are due. We have also decided to delete the card on file so you can be sure no further payments are expected.
  
  Again, we are sorry if that caught you by surprise. If we had been contacted earlier, we could have gladly issued a full refund, but since more than 6 months have passed and the account has been active the whole time, we can only offer a pro-rated refund of the remaining 5 months. Let us know if we should proceed with the cancellation and the pro-rated refund.
  

  Regards,  
  The SiteGround Team

  Customer Answer

  Date: 01/27/2025

  [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 is satisfactory to me. Please proceed with the prorated refund at your earliest convenience. Let me know if you require any additional information or assistance. Thank you!

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

  
  

  Customer Answer

  Date: 02/23/2025

  Dear BBB officer,
  
  I am filing a complaint against SiteGround for failing to honor a refund they explicitly offered in a dispute resolution.
  On Jan 27, 2025, I received the response from SiteGround confirming they would provide a pro-rated refund for the remaining five months of my hosting account. However, despite their written promise, they have not processed the refund.
  I kindly request BBBs assistance in resolving this issue and ensuring SiteGround processes the refund they agreed to.
  Thank you for your support.
  
  Best regards,
  Shangwen

  Business Response

  Date: 02/28/2025

  Hello Shangwen,
  
  We understand the importance of resolving this matter promptly and appreciate the opportunity to clarify the situation.
  
  Upon reviewing our records, we found that the last communication we had with you was on January 21, 2025. During that chat, our team explained that the payment you requested a refund for was from June 6, 2024, which exceeds our refund period. 
  
  We strive to ensure transparency and provide email notifications before any auto-renewals, allowing our customers to manage their services accordingly. Our policy allows for refunds if requested within 30 days from the renewal payment date, as this provides enough time to react.
  
  However, we reviewed the account logs and noticed there were no Client Area logins for a few months. It seems the renewal was missed and only noticed in January this year when you requested a refund over chat.
  
  We understand every case is unique, and we're willing to make custom exceptions wherever needed. As requested, we have issued a prorated refund for 5 months, amounting to $89.95. Please allow a few days for the amount to reflect in your bank account.
  
  Additionally, we have canceled the StartUp hosting account, but we'll keep it open until March 7, 2025, so you have time to retrieve any backups if needed.
  
  We wish you the best of luck with your future endeavors. 
  
  Best regards,  
  The SiteGround Team

• Initial Complaint

  Date:12/10/2024

  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.

  Dear BBB,Like others here I have significant concerns with SIteGround. This is documented below with all dates being in 2024 (I have emails substantiating each of these dates which I have now uploaded). I desire to process this with BBBs assistance, and reach resolution and appropriate reimbursement.. (1) July 4. SiteGround set up. (2) August 2. Hosting plan cancelled. I noted that the domain fee of ***** was not reimbursed. This merchant makes a promotion for web hosting, making a promise of a 30 day money back guarantee. I believe now that the domain is not refundable, but this is not stated in advance. Note also that I cancelled this before the 30 day window of time for cancellation. (FYI Root cause of cancellation: I could not get meaningful assistance. Everything is AI in this company.) (3) August 4. I got a renewal confirmation per email. SiteGround apparently saved my credit card and then charged me $128.29! This was not for hosting but for a one year email marketing plan which I never authorized. (I intentionally never signed up for anything like this as you will note that I cancelled my plan 2 days before (why then would I want to deal with emails?)). I request that NO FURTHER renewal confirmations or any charges be made with my credit card. I request reimbursement of $129.29 to my credit card and potentially reimbursement of $*****. Once I have received reimbursement, my credit info needs to be removed from this company.Thank you for your time, consideration and valued support.Sincerely,******** ***** (In response to other questions that follow, I am a retired *** employee and the daughter of a late veteran. Thank you.)

  Business Response

  Date: 12/11/2024

  Hello, ********,
  
  Thank you for taking the time to share your concerns and for the opportunity to address them.When you purchased your hosting plan on July 4th, you also activated a one-month free trial of our *************** Tool. As outlined in our Terms of Service, all our services are set to auto-renew unless disabled. We sent an email on July 28th notifying you about the upcoming expiration and auto-renewal of the *************** service, which occurred on August 4th, and the charge was processed.
  
  That said, since you are not using the service, we have made an exception to our refund policy, and even though more than four months have passed, we have fully refunded this charge. The refund has been initiated, and you should see the funds in your account based on your bank's processing times.
  
  Regarding the domain name fee, unfortunately, it is indeed non-refundable, as domain registration fees are collected by global domain registries, and once registered, domains remain active until their expiration date. This policy is noted in our Terms of Service, and we apologize if this was not clear during your purchase. We appreciate your feedback regarding this.
  
  However, even though we are unable to refund the charge for the domain name, weve noticed that there was a $12 charge for Domain ID Protect, which had not been refunded. As a gesture of goodwill, we have now refunded this amount as well.
  
  Lastly, we have removed your credit card details from our system as requested to ensure no further charges are made.
  
  We hope this resolution meets your expectations, and we sincerely apologize for any inconvenience you experienced. If there is anything else we can assist you with, please do not hesitate to reach out.
  
  Best regards,
  The SiteGround Team

  Customer Answer

  Date: 12/12/2024

  
  
  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:12/09/2024

  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.

  I moved my website to Siteground, it was a company that I was very pleased with before, but I regretted this website, my website keeps shutting down, I keep getting errors like SSL, their support system is always trying to sell new packages or products, they wanted me to buy premium CDN, I bought it, and now they want me to buy cloud hosting from the company I work for. their image has been seriously damaged and they have no solution, constant marketing

  Business Response

  Date: 12/10/2024

  Hello, *****,
  
  Thank you for sharing your feedback. Were sorry to hear about the issues youve been experiencing, and wed like to clarify a few points to provide context for the suggestions and actions taken by our support team.
  
  Weve carefully reviewed your account and recent support interactions, and it appears that the primary cause of the issues you faced was unusually high traffic to your website, which our system flagged as a potential DDoS attack. These attacks generate massive amounts of traffic intended to overwhelm a server, causing websites to slow down or go offline. While we understand your frustration with these disruptions, our goal was to protect your website and maintain the overall stability of the shared hosting server where it is hosted. To mitigate the impact and safeguard your site, we recommended enabling "Under Attack Mode" through our Premium CDN. This feature is specifically designed to handle such scenarios by filtering malicious traffic while ensuring legitimate users can still access your site.
  
  Regarding the suggestion to move to cloud hosting, this was based on the volume of traffic your website received during these events. Shared hosting is optimized for websites with moderate traffic levels, but when a site consistently exceeds these limits, it can affect the performance of not only your site but others on the same server. To maintain the integrity of our hosting environment and protect all users, we must temporarily limit resource usage during such incidents. Cloud hosting offers a scalable solution to handle high traffic, ensuring your website can grow and perform reliably, even during traffic spikes.
  
  We understand that you may feel these recommendations were sales-driven, but they were made to address the specific challenges your website was facing. Our priority is to ensure that your site remains operational and secure. If you anticipate frequent high traffic levels in the future, scalable cloud hosting would provide the best infrastructure to support your needs without disruptions.
  
  If you are still experiencing issues or would like to share additional feedback, please email our ************* Supervisors directly at ********************************* with your account details and a description of the problems you've encountered. They will review your case in detail and respond accordingly.
  
  Best regards,
  The SiteGround Team

• Initial Complaint

  Date:12/07/2024

  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 had a horribloe experience with site ground help. I asked a dozen times for your *** to escalate to a competent individual. He refused to the point of enraging me. This is unacceptable and if your service is going to be this bad, I am leaving and blogging about it. Enough is enough. Get me a *** that can get me a phone number. If there is no phone, you will be fired. Gte your customer service together and call me. MNote: This is the *** that did not do his job: ***** *.Customer Experience Specialist He is no specialist!

  Business Response

  Date: 12/09/2024

  Hello, ***,
  
  Thank you for reaching out and sharing your concerns. After carefully reviewing your recent support interaction, we see that your inquiry was regarding a website transfer, and our agent assisted you promptly within the chat. We understand that you were seeking phone support, however, it's important to clarify that phone support availability depends on the nature of your inquiry.
  
  Certain issues, such as website transfer, account verification or server access, are better handled through written communication channels. When you select a support category, our system automatically directs you to the most suitable channel. If phone support is applicable, you'll receive a unique verification code and a phone number.
  
  Regarding your request to escalate to a supervisor, please note that escalations to managers or supervisors are handled via email, not through chat. If you need further assistance, or wish to provide additional feedback, you can email our ************* Supervisors at ********************************** They will review your case thoroughly and respond promptly.
  
  We're looking forward to hearing from you and resolving any concerns you may have.
  
  Best regards,
  The SiteGround Team

  Customer Answer

  Date: 12/10/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22653737
  
  I am rejecting this response because as a consumer I deserve better service.  Its a true shame to see this once great service fall so far.  Come May we will not renew.
  
  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.

  Reached out to customer service about clarification of refund for a renewal. I was told there will be no refund, not even partial for the unused portion of the hosting month.I shared with the agent their terms, which stated that within 30 days of renewal, I could request a partial refund. From their ***:"We will issue a partial refund for renewals of refundable services if cancellation is requested within 30 days from the date we receive the renewal payment and the renewal term has started."My request happened within 30 days of the renewal (renewal payment date 11-22-24). I requested cancelation and a partial refund on 12-2-24. I have 20 days left over for hosting.The agent said that I wasn't due a refund because the renewal term had already started.I asked that, based on the **** a request for a refund must be made within 30 days of renewal and that a partial refund will be given if the renewal period has already started.And based on their **** it does not clearly say what is a refundable service. It's clear that domain registration isn't refundable, but there is marketing suggests hosting is.He agreed that "refundable services" isn't clearly outlined.I was asking for more clarification. The agent logged off the chat.I've been with Siteground for years and this is the first time I've been treated this way. I am asking for a refund that is due or more clarification of the *** and perhaps clearly outlining their terms.

  Business Response

  Date: 01/06/2025

  Hello *****,
  
  Thank you for reaching out and for being a loyal customer since 2015. We truly value your feedback and appreciate the opportunity to clarify the situation.
  
  After reviewing your account, we can confirm that your hosting plan was set to expire and was subsequently renewed for one month. Typically, for monthly payments, we do not offer refunds once the term has started and services have been used. According to our Terms of Service (siteground.com/viewtos/siteground_terms_of_service), refunds are available only if the new renewal term has not started.
  
  That said, we understand the confusion regarding our refund policy. As such, we have reviewed your concerns with a Supervisor, and as a gesture of goodwill and recognition of your long-standing relationship with us, weve decided to make an exception in your case. A full refund for the renewal payment has been initiated, and you should see the funds reflected in your account according to your bank's processing times.
  
  Thank you once again for reaching out and for sharing your feedback, as it helps us improve. We hope this resolution meets your satisfaction. If you have any further questions or concerns, please don't hesitate to reach out.
  
  Best regards,
  The SiteGround Team

  Customer Answer

  Date: 01/08/2025

  [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 is satisfactory to me. I appreciate the business working with me to resolve the situation.
  
  Regards,
  
  ***** *****
  
  

• Initial Complaint

  Date:08/18/2024

  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.

  Siteground.com charged me for services I did not request, something called Domain ID protect for *****, and SG site scanner for *****. They also do not reply to queries.

  Business Response

  Date: 09/02/2024

  Hello, *****,
  
  Thank you for reaching out and sharing your concerns. Weve reviewed your account and appreciate the opportunity to address the situation.
  
  We noticed that both the Site Scanner and ***************** services have been active on your account since 2016. It appears there was a promotion at that time offering these services free for one year upon purchase. As per our Terms of Service, they were set to renew automatically the following year unless canceled. Weve also reviewed our email records and can confirm that we sent you annual renewal notices for these additional services. Its important to note that we do not add services without explicit customer consent.
  
  We noticed that you successfully canceled the Site Scanner, and a refund has been issued for its last renewal. However, as the ***************** service was renewed in March, it falls outside our 30-day money-back guarantee window, making a refund no longer possible.
  
  To prevent future charges, we recommend disabling auto-renewal for the *****************. Here are the steps to do so:
  
  1. Log in to your Client Area.
  2. Go to Services" > Domains."
  3. Click Settings next to your domain name.
  4. Go to "Extras."
  5. Click the kebab menu (three vertical dots) and select Renewal Settings.
  6. Switch the auto-renewal toggle to OFF.
  
  Regarding your concern about not receiving replies to your queries, weve located your last chat, and it appears that it was closed before our agent had a chance to respond.
  
  If you have any other questions or concerns, we recommend reaching out again to our support team. Alternatively, you can email our ************* Supervisors directly at ********************************* with your account details. They will review your case in detail and respond accordingly.
  
  We hope this helps clarify the situation, and were here if you need further assistance.
  
  Best regards,
  The SiteGround Team

  Customer Answer

  Date: 09/06/2024

  [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 is satisfactory to me. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:08/04/2024

  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.

  This company caused me to lose a website due to unavailability or limited customer service access. I thought I purchased extended time for my hosting but instead it was for an entirely different hosting space. Instead of transferring my site at the time to the space I just purchased they deleted my ******* website. Now I am trying to retrieve my login information to place my new site on, and I can't get anyone to talk to about my login difficulties. So far, I've waisted thousands of dollars doing business with site-ground. I am requesting to reset my time and or refund me the money for both spaces.

  Business Response

  Date: 08/13/2024

  Hello, Ebony,Thank you for sharing your concerns. We've thoroughly reviewed your account history and would like to clarify the situation.
  
  Your initial account with us expired in September 2023. You then purchased a new hosting plan instead of renewing the old one and contacted our support team about this.
  

  As per our Terms of Service, which you agreed to when purchasing the plan, we keep expired accounts suspended for 30 days, allowing for renewal and data restoration. After this period, if no action is taken, our system automatically deletes the account and associated data. When you contacted us in October, we still had backups of your website that could have been restored, though this is a paid service due to the time and effort required.

  Our support agent explained this process and suggested restoring your old hosting plan for one month, recovering your website from our backups, and then transferring it to your newly purchased hosting plan. However, you closed the chat without taking any steps to restore the website, and we didn't hear from you again.

  Unfortunately, as your hosting account expired almost a year ago, we no longer have a backup of your website.

  Regarding your refund request, as outlined in our terms of service, we offer a 30-day money-back guarantee for all shared hosting accounts from the day the service is activated. You can review our policy in detail here: www.siteground.com/kb/do_i_get_a_refund/. Unfortunately, we can't offer pro-rated refunds beyond this stated time period.

  Concerning your login difficulties, we encourage you to contact our support team directly. You can do so without logging in via the following link: *********************. You will be prompted to enter your name, email address, and concern. Make sure to select "New customer" and simply click on "Continue." Our sales team will be happy to assist you further.

  Alternatively, you can email our ************* Supervisors directly at ********************************* with your account details. They will review your case in detail and respond accordingly. We look forward to hearing from you.

  Best regards,

  The SiteGround Team

  Customer Answer

  Date: 08/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22091333
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/22/2024

  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.

  I transferred all my domains out of Siteground about 90 days ago, and I requested all my emails because we have attorneys that work for our firm. Siteground states they only keep emails for 60 days. What company only keeps emails for 60 days? I know ****** has them for years, we subpoenaed ****** after 3 years and they provided them. I need all the emails from my prior account from **********************. We are looking into filing if we do not receive them.

  Business Response

  Date: 07/31/2024

  Hello, *****,
  
  Thank you for bringing this to our attention. We've thoroughly investigated your case and would like to provide some clarification.
  
  After reviewing our records, we found that your hosting account with ********************** expired more than a year ago. It's important to note that all emails and website data are stored on the hosting account, not on the domain name itself.
  
  We send multiple email notifications prior to account termination, informing customers that all data, including emails, will be deleted if the account is not renewed. If no action is taken, our system automatically deletes the account. You can find detailed information about this process here: www.siteground.com/kb/terminate-hosting-after-cancellation/
  
  According to our Terms of Service (www.siteground.com/viewtos/siteground_terms_of_service), once a hosting plan is cancelled and terminated, we may, but are not obligated to, keep a backup of the data for up to 60 days after termination. During this 60-day period, we provide access to the data upon request.
  
  We've checked with our administrators to see if we have any backups of your hosting account. Unfortunately, since more than a year has passed since the account deletion, we were unable to retrieve any data.If you have any further questions or need additional clarification, please don't hesitate to reach out to our ************* Supervisors at *********************************************************.
  
  Best regards,
  The SiteGround Team