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:12/18/2022

  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.

  months later I have been with the site ground website for a few years. I was unhappy with the new rates so I chose to upgrade for 1 year. I turned off the renewal and order the 80 dollar plan. They billed me twice and when I asked them they said nothing could be done.

  Business Response

  Date: 01/05/2023

  Hello *******,
  We'd like to take this chance and help out in any way we can. Given the transaction amount you've mentioned, it appears that you upgraded to a higher plan during our recent Black Friday or Cyber Monday promo period. You should not be billed twice but simply renew at the regular price when the plan expires.
  As there isn't enough info for us here to locate the specific payment and review the case properly, we'd like to invite you to drop us an email over at [email protected]. Tell us how we can help, preferably reach us from the admin email of your SiteGround account so we can verify you as the owner and we'll be happy to address the situation.
  
  Looking forward to your contact, all the best - The SiteGround Team.

  Customer Answer

  Date: 01/11/2023

  [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:11/27/2022

  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 have ordered 1 Year StartUp Hosting which in sitegroundgroud.com July 15,2022 ,the refund rules is billing by time then.But today I canceled my order before expiation date, they don't pay for any refunds to me.They took the liberty of changing the refund rules, they should refund 8 months of fees following rules which I ordered the product .

  Business Response

  Date: 12/13/2022

  Hello ******,

  We noticed your complaint and this prompted us to review the case in detail.

  You created an account with us a few months ago, on 2022-07-14.
  That account was later canceled on 2022-11-27 and you reached out to our team via chat to inquire about a possible prorated refund. We clarified that refunds on shared hosting payments can be issued within 30 days of the payment being made.
  If the new billing period had started we also have the option of deducting a month from the refund and still issue it if the payment is less than 30 days old.
  Our refund policy remains also unchanged and is accessible on our site:************************************************ .
  Still, we take all perspectives into account when addressing such cases.

  As you've already canceled the account, we're willing to make a custom exception and prorate the full remaining months of hosting. We've already issued a refund for 8 months of StartUp hosting or 23.92 USD back to the CC originally billed.

  You can expect the amount to show up in the next 10 business days, usually it is much faster. Hope this brings the needed clarification about the situation!
  Regards, The SiteGround Team

• Initial Complaint

  Date:10/31/2022

  Type:Sales and Advertising 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.

  They won't allow me to host a website under their plan. They offer no avenue for a refund.These people are criminals.

  Business Response

  Date: 11/24/2022

  Hello *******,
  Your feedback prompted us to look into your case and we found the records about your account in our system, and we feel like we need to bring in some more clarity.
  You contacted our team with an inquiry about a websites transfer, which is usually a paid service, but our team agreed to assist you with it. We encountered permissions and connection issues with the previous host that hosted the site. Ultimately, our techs found a solution and completed the transfer for free.
  We have a 30-day money back policy, and you can still get a full refund on the hosting by choosing the immediate cancelation option from your Client Area.
  Here is how: *********************************************************.
  In case you need assistance with the hosting or the cancelation - you can contact us directly from the Help Center:
  ***************************
  Regards,
  The SiteGround team

• Initial Complaint

  Date:10/25/2022

  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.

  SiteGround charged me for a domain autorenewal that I had turned off online beforehand. I went in to verify it was off and it was. I clicked it to make sure it was 100% marked as off to see if it would light up and it did light up so I turned it back off. I contacted them and they said it only showed that I just turned it off that day. Their system obviously had an error yet they would not help, refund or do anything to resolve the issue. They said there wasn't an error because their logs didn't show anything. However, the fact that their logs don't show anything is the error aside from the fact that they didn't show in their system that I had it disabled even when it showed disabled online. How would I knew to turn it on and then back off to disable it.... So they refunded the privacy, but then of course that would make it so that all my personal info would be shown to the world which I didn't want so I had to buy that back again because they can't cancel out the domain purchase.

  Business Response

  Date: 11/17/2022

  Hello *****,
  
  We see the case has already been resolved with our colleagues, and we've refunded the amount you have been charged for the renewal, but we wanted to do a quick follow-up just in case. Usually, domain name fees are non-refundable, as they cannot be deleted from the global domain registry once a renewal has gone through our system. At the moment of your complaint directly to our customer care team, our colleagues have thoroughly checked both our auto-renewal and server system logs as well, and there was no record of a turned-off auto-renewal action for the domain. Our log records showed the domain renewal was canceled a few hours after the auto-renewal transaction went through successfully. In this case, we cannot reverse the renewal from the global domain registry and have already paid for it. However, our colleagues decided to make an exception in your case and have refunded the full domain renewal fee, which you should have received within 7 business days since the refund was issued. We hope this clarifies the situation better. We appreciate your feedback and thank you for your business.
  
  Regards, The SiteGround Team

  Customer Answer

  Date: 11/17/2022

  [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:09/21/2022

  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.

  Charged my card after I cancelled service. same complaint as the previous people all had. they dont tell you that cancelling out your account and service doesnt stop the payments from being pulled. a completely unscrupulous company. please for the love of god, investigate these people and stop them from doing business in your state. and if you would like to file a class action, I volunteer to testify against them.

  Business Response

  Date: 10/20/2022

  Hello *****,
  
  Wed like to clarify how our interface works and what caused the confusion with the plan cancellation. The way our system is set up,
  Our hosting environment provides clients with the option to manage separate website slots by creating, renaming or deleting the websites without this affecting the existing hosting plan.
  This means that even if the site created under your hosting plan is deleted, this does not cancel the hosting plan you have ordered, nor the billing for it. That is why despite the website deletion that took place in September 2022, the system kept sending you renewal notices for the active plan, as it was near its expiration date.
  During your latest chat, the session was disconnected before our rep can clarify that setup for you or advise you of the current status of your hosting plan, and how you can proceed with the cancellation.
  We are sorry to hear our hosting plan did not match your expectations. As all website and email content was deleted 3 months ago, we are willing to honour this as your cancellation date.
  We went ahead and pro-rated the amount equivalent to the 3 months of service from your yearly prepaid fee. You can expect the refund posted on your credit card within the next **** business days.
  Please accept this as a cancellation confirmation of your StartUp plan for your records. We can confirm that there will not be any further charges for that account.
  
  Kind regards, 
  
  Gergana Z*. 
  Community Manager 
  SiteGround