Complaints

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

close

Find a Location

SiteGround has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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: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

• Initial Complaint

  Date:06/10/2024

  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 requested refund way back i still got charged $599.76. i never got refund .

  Business Response

  Date: 06/12/2024

  Hello, *****,
  
  Thank you for reaching out. We have successfully located your account in our system and can confirm that the refund was initiated on May 29, 2024, and the amount was successfully returned to the credit card from which the payment originated.
  
  The best course of action is to contact your bank directly for more information. Additionally, our team has posted a ticket (ID: *******) in your SiteGround account with the *** code that you can provide to your bank to easily track the refund.
  
  We hope this helps,
  The SiteGround Team

• Initial Complaint

  Date:06/08/2024

  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.

  Complaint:I am writing to file a complaint against Siteground regarding their billing and refund practices. I am deeply dissatisfied with the way they handled my recent service cancellation and subsequent billing issue.Issue 1: Early Renewal Charge On May 15, I noticed that Siteground charged my account for the renewal of their services well before the actual renewal date. This early charge was unauthorized and unexpected, causing unnecessary financial strain. Despite my attempts to address this issue with their customer service, I have not received a satisfactory explanation or resolution.Issue 2: Service Cancellation and Refund Because the card on file was an additional card on my husband's credit card, the unexpected charge made him notify the bank that it was unauthorized. Meanwhile, I canceled the service on Siteground website but did not receive a confirmation. However, despite multiple requests, Siteground has refused to return the money they charged for the renewal, citing there is an ongoing chargeback from the bank. So my husband closed the dispute with the bank in order to expedite their process. But after three weeks, they still do not refund. According to their policy (******************************************************), they would refund customers with auto renewal.Resolution Requested:An immediate refund of the amount charged for the early renewal.A confirmation that my service has been canceled without any further charges.My invoice number is *******. I hope that the Better Business Bureau can assist in resolving this issue promptly. Thank you for your attention to this matter.

  Business Response

  Date: 06/10/2024

  Hello, *******,
  
  Thank you for reaching out, we would be happy to clarify our billing and refund procedures and address your concerns.
  
  Our services are set to automatically renew 15 days before the expiration date to ensure uninterrupted service, which is crucial for websites reliant on uptime. The auto-renewal feature, however, can easily be turned off at all times. It is clearly communicated during the signup process and just before the initial payment is processed. Additionally, we send multiple email notifications prior to the renewal date, including the exact date and cost, giving our clients plenty of time to disable auto-renewal if they choose not to continue their subscription. You can learn more about how to stop automatic billing here: *********************************************************************************
  
  According to our refund policy, which can be reviewed in detail here: *****************************************************, we indeed offer a 30-day money-back guarantee for all our shared hosting plans. In your case, it appears that there was a chargeback initiated before the service cancellation was processed. Unfortunately, we are unable to process a refund during an ongoing chargeback as it may result in the charge being returned twice, depending on the resolution. Therefore, we will need to wait for your banks response to your chargeback, expected by July 31, 2024.
  
  The best course of action at this moment is to wait for the conclusion of the chargeback process. Should it be resolved in our favour, but you still wish to pursue a refund, we will be happy to issue that for you. Just please contact our ************* Supervisors directly at ********************************* with your account details. Our team will review your case in detail and respond accordingly.
  
  Best regards,
  The SiteGround Team

• Initial Complaint

  Date:01/31/2024

  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 have a website and email under Siteground. The website is not working and I have asked them to repair without success.However, more immediately my email is not working. I have talked with several other companies to help me fix this, and have send me to Siteground to repair. However they are not working on it, day after day without my business email: *************************

  Business Response

  Date: 02/06/2024

  Hello *****,
  Thank you for the opportunity to reply to your message.
  We managed to find an account associated with lundandcompany.com.
  
  Last year our team successfully performed a malware cleanup service and offered additional guidelines to keep your site secured. More info can be found on TID ******* and TID ******* as those were two separate malware cleanup cases.
  After carefully checking the account logs we saw there is a current ownership case in progress. Before closing that case we're not able to discuss other account-related details first we need to be sure who is the account owner. Your security is a top priority for us.
  
  Please review the emails we sent over to ************************ for further information. If you're not able to locate them, write to us at *********************************** so we can assist.
  
  After you're able to regain account access we'll be happy to further discuss any billing questions and assist with the emails. You can reach us from the *********** for that:
  ****************************
  
  Regards,
  The SiteGround Team

• Initial Complaint

  Date:01/24/2024

  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 called an d asked for my service to be canceled last January. I have been billed for an entire year. Id like a refund

  Business Response

  Date: 02/01/2024

  Hello *******,
   
   Thank you for the opportunity to review the case and respond here.
   We located an existing account matching your name and carefully read the recent support interactions. 
  It looks like you had a hosting account with us that was billed monthly from Jan 2023 to Jan ****. We were contacted via chat and already issued a refund for the last monthly payment made on Jan 22, ****. That refund was issued as a custom exception, for the month of January although the month was over and the service was already provided by us. The associated account is already suspended. 
   
   We were not able to locate any support interactions from the past 2 years where you requested us to cancel the service and issue a refund. If you have any details like a chat ID, a phone number you used, and a specific date of contact - let us know, and we'll be happy to search our records system.
  Otherwise, we'll not be able to offer further refunds as we've provided the hosting service throughout the year. More about our refund policy can be found here:
  *****************************************************
  Over ********************************* our colleagues went into more detail regarding the case, you can review the email with the subject "Refund request", it was sent today. 
  
  Regards,
   The SiteGround Team

• Initial Complaint

  Date:01/03/2024

  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 have an issue with SITE GROUND HOSTING. I had hosting serviced on 11/4/22 because I got a job that needed a website. But it wasn't well, so I got laid off on 6/23/23. Then I thought I paid for hosting service for a year, so I didn't think they were charged automatically. I almost forgot it because I don't work anymore. On 10/20/23 SITE GROUND HOSTING charged $215.88 from my credit card, so I thought it was fraud. I disputed then I got my money back on 10/23/23. til I got a letter from the bank they said that it wasn't fraud, so they charged again on 11/9/23. Then, I realized that the hosting service charged automatically. After I canceled service on 11/20/23 then I asked for a cancelation refund from the SITE GROUND HOSTING representative, they said, do not talking to bank, talk to their company. But I didn't get my money. So I open dispute case again with bank 12/7/23 then I kept wait and waiting. But it didn't happen, so I talk to siteground representative again; he told me they won't give my money back because I made disputed, then he re activated my account service again without permission. I kept said, I don't need your service I need cancel it and refund my money. But he said give your service to my friend. I kept said that I don't need it. Then he just close chatting. So, they don't want to refund my money and re activate himself. I desperly need your help, I can afford pay off this amount money. I lost my job, so I CAN'T PAID IT. PLEASE HELP ME. PLEASE.

  Business Response

  Date: 01/04/2024

  Hello Nayoung,
  
  We would like to take this opportunity to assist with the case at hand. We appreciate all of the screenshots and the detailed background as it gives us the full picture of what happened.
  In summary, there was an automatic renewal charge made for your SiteGround account on 2023-10-20. All services on SiteGround are set to automatically renew by default to avoid unnecessary downtime for important services in case there is a payment issue.
  
  Of course, we want you to be aware and plan ahead. That's why have notices about the autorenewal on the site upon plan purchase. We also sent a few renewal notifications via email prior to the billing.
  However, it seems there was some confusion, you thought the charge was not legitimate and issued an immediate chargeback to your bank a few days after the payment went through. As our colleagues over the chat mentioned - we were still able to issue a full refund at that time in accordance with our refund policy:
   ******************************************************
  
  In the most recent chat, about 2 months after the initial charge, our team noted that a refund is no longer possible as it was out of our refund period.
  Still, we aim to look at every case individually and do our best given the circumstances. Given the information you've shared and all of the details, as a custom exception, we've just issued a full refund for the 215.88 USD payment. You can expect it to arrive in about 10 business days, depending on the speed of the banks. You can verify the refund from your User Area > Billing > Payment history. The account is already suspended.
  
  Hope this helps and we wish you the best of luck! In case we can ever be of help with another project - just reach us, and we'd be happy to accommodate you.
  Regards,
  The SiteGround Team

• Initial Complaint

  Date:12/21/2023

  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.

  Years ago I signed up for hosting services with SiteGround, in which they advertised "unlimited ********* Hosting." Today, I am paying more over $1,280 with 2 different accounts and they're still asking me for more money to purchase more services as they claim I've exceeded my "innode usage." However, the truth is, I've deleted websites, deleted emails, deleted accounts, and have LESS usage (even though when I signed up it was supposed to be unlimited), and the only way I can continue with my services is to threaten to expose them. Please help me in, at the. very least, requiring SiteGround to keep my websites up until I can find an honest and ethical company that I can transfer my websites to. Thank you, *****************************

  Business Response

  Date: 12/28/2023

  Hello *********,
  
  The SiteGround team writing here. We'll cover the important parts of this case and offer ways to solve the issue at hand.
  Setting clear expectations for our clients before any purchase is made is an important part of what we do as we know this is key to building and maintaining trust.
  That's why we have not advertised unlimited hosting in the past and we don't plan to do it in the future.
   
  Here is an example of a place where we still use the word unlimited in a specific context on our website: *************************************************************************** . We're referring to "Unlimited Websites" for example. Hovering over the question mark next to "Websites Hosted" clarifies that the number of websites is not limited yet the overall plan resources are not to be exceeded for the plan to operate normally. We expand on that point in the inode article here: **************************************************** . 
   
  Still, we understand that sometimes a plan quota is reached and we work with our clients to reach a swift resolution. That's why our advanced technical team assisted with resolving the inode issue in the recent TID ******* and TID *******. Upon further review, we can see there is an ongoing issue with the inode limit being reached now. We just made sure to extend the deadline for resolving the issue up to 7 Jan 2024 which should be plenty of time. This is one of the few extensions we provided recently in our efforts to assist.

  In the tickets, we also clarified that the number of inodes, otherwise known as the number of files, folders, and email messages on your account, is important for the proper I/O disk utilization and affects the rest of the server's resources and other users sharing them. That is why we had to apply the inodes limits for the shared hosting plan in the interest of account stability and performance for all of our clients.
  
  Last, we want to summarize the two solutions offered by our techs. Yes, you can upgrade to a higher plan (Cloud) or you can use the info our techs have provided to reduce the number of inodes on the account right now, for free. The ultimate goal is for the account to function properly and utilize its fair share of server resources.
  If more information is needed, you can update TID ******* where we last provided actionable steps to resolve the case. Our support will be there for you.
   
  Regards,
  The SiteGround Team

• Initial Complaint

  Date:12/03/2023

  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.

  Purchase hosting with Siteground migrating from ******.net. Upon migrating and after completed the Siteground blocked my access to my ********* site by it being over 20GB. Wow really! I had to go in and delete files to regain access. I tried reaching out and the company was not available like they mention in their marketing support 24/7. I think they are aware of their poor service so they are not available because they know I am trying to leave Siteground. I need a refund, and any assistance I need to migrate my site somewhere else.

  Business Response

  Date: 12/11/2023

  Dear *****,

  Thank you for sharing your recent experiences with us, and we appreciate the opportunity to address your concerns.
  
  We want to reassure you that our customer support team is always at your service, 24 hours a day, 7 days a week, through various channels such as live chat, telephone, and our ticketing system. We are dedicated to providing a smooth and efficient support experience for every customer and we regret any inconvenience you may have experienced in trying to contact us.
  
  Upon reviewing our records, we see that you have engaged with our live chat support on several occasions. Your most recent live chat interaction, on December 8th, involved a request for help with canceling your account and obtaining a full refund. We are pleased to note that our support agent addressed and resolved this matter to your satisfaction. As a result, the account was canceled and a full refund was issued back to your card. You are welcome to verify the refund details via your Client Area - > Billing menu -> Payment History.
  
  With respect to the complimentary site transfer performed by our team on November 26th, we can verify that our technical team successfully transferred your site from its previous host. They ensured a precise duplication of your site and resolved any issues, such as clearing out excess cache, to guarantee that your site functioned correctly after the transfer.
  
  On December 4th, however, our systems alerted us that the dedicated disk space for your hosting plan was reached. We then sent you a notification with with more information about the matter at hand and a request to reduce your usage within the following 3 days, providing a grace period to manage the situation during which all services remained active. The notification included instructions on how to remove the surplus content, which in your case seemed to be due to automated plugin backups. It also outlined details about the potential service disruptions if no corrective action is taken, emphasizing the importance of reducing disk usage to stay within the hosting plan capacity. It's important to point out that this measure is a part of our standard protocol to maintain the highest performance for all our shared platform users and to prevent any server disruptions.
  
  Should you have any more questions or if there's anything else you're concerned about, please feel free to contact us - we are here to help.
  
  Best regards,
  The SiteGround Team

• Initial Complaint

  Date:11/15/2023

  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 cancelled my services before the renewal date and received my confirmation. 11/14/23- $19.99 was taken from my bank account. The representative told me that the charge was for the name. I told him I cancel. He said they are separate. He could not refund me my money. I think its an unfair practice to not explain two bills and only canceling one when a person cancel their service. I would like to be refunded.

  Business Response

  Date: 11/17/2023

  Dear ******,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience caused by the recent charge to your bank account. We understand your frustration and would like to address your concerns regarding the cancellation process and the subsequent billing.
  
  Upon reviewing your account, we have confirmed that you canceled your hosting plan before its renewal date and received a confirmation of the cancellation. Following your conversation with our support team on November 15th, the case and your request for a refund of the domain renewal payment were escalated internally for further review. You should have received more information about the case in a support ticket available in your Client Area Support History page (ticket ID: ********.
  
  Nevertheless, we would like to provide further clarification regarding the renewal process for domain names. Please note that all domain names are renewed separately from the hosting plans as they are essentially separate services that can be managed independently. At SiteGround, we have an automatic renewal billing system in place for all our services, including domain names. We send several upfront email notifications to our users, informing them about the upcoming renewal event, the exact date, and the amount due. This ensures that our customers are well-informed in advance and have ample time to make an informed decision about their options. Furthermore, we want to emphasize that you have full control over the billing settings in your account. If you prefer to manually renew the domain or let it expire, you can easily disable the automatic billing feature from your account. However, in this particular case, the domain automatic billing feature was never disabled which is why our system automatically renewed it in accordance with our terms and conditions. We understand your disappointment regarding the non-refundable nature of domain renewal fees and wish to clarify that the reason for this policy is that the renewal fees are paid to the global registry by us on your behalf for the exclusive right to use the domain name for another year.
  
  Once again, we apologize for any inconvenience caused, and we appreciate your understanding. If you have further questions or require additional assistance, please do not hesitate to reach out to our customer support team via the relevant ticket, who will be more than happy to assist you.
  
  Sincerely,
  The SiteGround Team