Hello,I just wanted to follow up since it's been a few days since [redacted] had the refund corrected for you last week I trust you got her email and clarification on the error they made Our sincerest apologies for the trouble, though if you have any questions or concerns please don't hesitate to contact me directly in [redacted] which I'll keep assigned to myself.Best Regards, [redacted] Director of Customer ServiceHostgator.com
Good Morning,Thank you for bringing the delay with your domain *** keys to our attention Though I understand and apologize for the frustration you’ve experienced I’d like to point out that the request for the *** keys was made the day prior to you submitting a complaint While we understand this turn around isn’t exactly speedy, at the same point we have been experiencing higher then usual volumes resulting in the delay Instead of reaching out to us via [redacted] however for assistance as requested here via the Revdex.com, you simply filed a complaint, in our mind perhaps prematurely.I apologize too for the current service level and staffing, though we are working to address this and are seeing positive changes slowly over time the past few months We unfortunately can’t just throw untrained staff into our support structure, so please understand we are making improvement and look forward to returning our service to the level you previously came to expect.As my email last week noted, though I was unable to locate your account with any of the information provided here initial in the complaint I did eventually track down the billing account and your open ticket, escalating the request for your EPP keys That was processed shortly there after, and since unlocking the domain and providing those keys we’ve heard nothing back from you confirming success on your end I did see you rated the ticket response a 0, which is fine as we appreciate any ratings we receive, though ultimately I’d like to ensure you did get the domains unlocked and the keys working to transfer those domains As you have my personal email address please feel free to reach out to me directly as opposed to using support given your dissatisfaction and I’ll be happy to address your concerns personally.Best Regards, [redacted] Director of Customer Service [redacted]
Good Morning,My apologies for the delay in response over the holiday, however I'll be happy to ensure this gets resolved and you receive a full refund as requested Regrettably I've been unable to locate your account with the contact information provided initially So that I can resolve this for you as promptly as possible, can you please provide either the primary email address on file and/or a ticket # relating to the account? With those I can pull this and get a better idea of what's taken place, how to solve it and then move this forward I'll look forward to your response and please feel free to email me directly with the information at [email protected] Regards, [redacted] Director of Customer ServiceHostgator.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaintThe funds were only part of the issue, I do not believe I received stellar customer service from the rude agent JenniferAny customer who has funds taken from their account without authorization or notice is going to be upsetI am sure dealing with upset customers has to be included in the training of hostgator employeesI am very familiar with customer service, I have over years of experience in this fieldJennifer offered to cancel my account without me even asking for my account to be cancelledShe made me feel like Hostgator does not want me as a customer and I am sure offering to cancel customers accounts without their request is something that Hostgator would not approve ofShe was not pleasant or attentive to my needs and did not show empathy to my situationI have no problem paying what I owe to the companyThe ethical thing to do business wise, would have been to schedule a payment arrangement for the past due amount and issue me a credit for the unauthorized charges because I did not give hostgator permission to charge my account on the day the funds were takenIf the representative was unable to issue me a credit, then the call should have been escalated to a supervisor immediately like I requestedTo become argumentative and try to deter me from speaking to a supervisor is wrong and it is rude to tell a customer that the supervisor is basically going to tell you the same thingA minute wait for a supervisor is absolutely ridiculousI hope that the young lady and the rest of the customer service department at hostgator receives the proper training regarding matters like this so that no other customers have to experience such an unpleasant encounter with your Hostgator [Provide details of why you are not satisfied with this resolution.] Regards,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Hostgator's response to my complaint contained numerous errorsThere was an automatic subscription for Hostgator to be paid from my [redacted] account for over a yearI have numerous records of the automatic payments being received by Hostgator from my [redacted] account until the last couple of monthsI hired help myself because Hostgator failed to respond to several of my emails over the course of several daysI run a business and cannot afford to have my sites down for as long as they would have been if I left Hostgator to handle this ticketIt took days and a complaint to the Revdex.com to get them to take appropriate action, as noted that they finally replied with action steps on April 29thThe ticket was created April 23rdI noted in a response to an automated reply to Hostgator that if my sites were not sufficiently cleaned, I would take them elsewhereI let them know I wanted the sites cleaned, a detail they "overlooked." Hostgator did not clean my accounts just a list of security holes that need to be patched and malicious files that was found and that wasn't until after I filed a complaint with the Revdex.com I have never filed a complaint on a company with the Revdex.com before and until this incident occurred, I was a happy customer with HostgatorHowever, their excuse-filled and customer-blaming response leaves me highly unsatisfied with Hostgator as a company and I will be moving to another hosting company before my next bill comes due unless Hostgator makes a better attempt at resolving this issue Regards, [redacted]
Good Afternoon,Thank you for bringing this unfortunate situation to our attention I apologize for any frustration and inconvenience you may have experienced recently, however after an initial review of your support and ticket history I see from our ticket notes that some of the details you’ve presented here don’t seem entirely accurate.Though there are discrepancies in what you’ve stated and what we’ve accounted for, as well as a lot of unnecessary finger pointing at our staff for issues they didn’t cause, I do see that one of my customer service managers has since been involved and is working to assist you with your cancellations and the appropriate refunds While it’s unfortunate that you didn’t simply contact us in the first place via [email protected] when this started, it’s good to see your support ticket escalated to my team where it will be in good hands, but also addressed as promptly as possible.Going through the open ticket HAS- [redacted] I see that [redacted] did assist with getting your packages cancelled and appears to be waiting for a response and confirmation of which domains you wished to retain active and those which need cancelled Once that’s all squared away, we’ll ensure you are refunded fairly should a refund be appropriate at that time Should you have any further questions or concerns though with the situation, beyond ***’s attention to the matter please feel free to contact me directly [redacted] @hostgator.com.Best Regards, [redacted] Director of Customer Service Hostgator.com
Good Afternoon,Thank you for reaching out to us regarding your recent frustration and confusion with our [redacted] software I'd like to apologize first for the lack of movement you've received on this through support, but will be more then happy to assist you and involve [redacted] development to ensure we get this addressed and your SSL working properly I do want to clarify some points of confusion however, as it appears you're under the impression that we directly develop our instance of [redacted] "Pro" which is actually a resold version of the software [redacted] provides us directly Though we're definitely looking forward to moving in the direction of [redacted] 's own updates, that's not something that can be promised till later this year.With that point clarified, though we're sort of stuck waiting at the moment till they provide the updates, if you can please email me more information about the situation I'd be happy to look into this and ensure the SSL issues are resolved Though it may involve additional involvement beyond our support, it shouldn't e an issue to nail this down for you Please feel free to email me the details directly to [redacted] and my apologies for asking you to email that information, though I'm not finding any billing account with your email or contact details.Look forward to working through this with you and if you have any other questions, please include those as well!Best Regards,Joshua [redacted] Director of Customer ServiceHostgator.com
Good Afternoon,Unfortunately there still seems to be an impression that an unauthorized charge was made on this accountAs indicated in our last response, this is not the case as our customers are informed during checkout that the initial payment method will be used unless requested otherwise, which is also agreed to in our terms of service : [redacted] Billing and Payment Information BAutorenewal.Unless otherwise provided, you agree that until and unless you notify HostGator of your desire to cancel the Services, you will be billed on an automatically recurring basis to prevent any disruption to your Services, using your credit card or other billing information on file with usAlthough we did also address the concerns on customer service in our last response as well as in our direct communication with [redacted] , due to the rejection we've taken another listen to the call and have to disagree that our agent was rude As explained previously, if an authorized charge is requested to be refunded, the available option is to cancel the service in questionAs such, it was appropriate for our agent to inquire as to whether or not the account was still needed as an authorized charge was in dispute We've now made an exception to this policy and refunded the payment to allow for repayment when convenient however our call logs indicate our agent was not unpleasant to [redacted] during the call even as his anger was directed towards herMoving back to the complaint that the call was not immediately transferred to a supervisor, we do not have an equal amount of supervisors as we do agents so if a supervisor is demanded, there is a chance that the available supervisors will be previously assisting other callers, meaning their availability will depend on the amount of time needed to resolve the previous callsMoving forward if there are any concerns on the support received, or with the account in general, we ask that our management please be contacted at [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint They have finally resolved the issue after over a week of no answers, being given the "run around", and losing several days of business, however once they issue was resolved, they took it upon themselves to charge my card, after I had already agreed to send in a check, which required yet another call for me sort out My main complaint, besides the obvious issue of not being able to sort out my payment issue, was the ***customer service*** Which still to this day, in their passive aggressive Revdex.com response proves to be less than satisfactory Yes, my account was compromised, yes I acknowledged that, but at no point was I told nor did I agree or make any statement saying I wanted my credit card removed, or have it be denied any future payments, and if that is an automatic thing they do on their end, I was not notified of this Yes, I was given days notice, but that, once again, means nothing as I clearly attempted to make a payment ahead of the payment due date I was a victim of identity theft in and do not like to have to randomly throw my personal information, especially pictures of my ID through email on the internet, so I was less than happy to do so in order to "fix" this issue of their's which one again they never even described to me until they felt the need to "defend" themselves through the Revdex.com They twisted my words around in my complaint and made accusations that are not true, attempting to make me look like an it, just to not own up to their mistakes and terrible customer service Honestly, if there wasn't a ~day hold on domains, I would definitely have switched to a different company and I'm still looking into doing so So once again, despite their fluff that no doubt some legal representative of the company threw together to make themselves look better, the bottom line is the entire situation was handled very, very poorly and the company refuses to take responsibility and admit their faults So at the end of the day, I expect HostGator to send yet another fluffed up, vague response that makes them look perfectly innocent, but I feel others need to know of this situation and possibly avoid business with them in the future I've already share this information with the several tens of thousands of our "followers/fans" and will continue to spread the message not to do business with HostGator I will not be reading their response at this point, because the only thing at the end of the day I request that they do, is not treat other clients as they treated me, and stop making excuses for their poor customer service, and instead do something to fix it Regards, [redacted]
Good Afternoon, Thank you for bringing this matter to our attention for further review I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you, however after investigating the situation myself, I have in fact confirmed we have access logs to the server which show our staff in fact did not modify or damage your site as you allege here I realize it’s easy to point fingers and request what’s quite a bit of compensation without offering any evidence to support the claims, but at the same time the logs do provide evidence to show this is not in fact the case These findings were also explained to you in great detail through ticket [redacted] by my Customer Service Manager [redacted] , though I wanted to follow up here as well and ensure you received his explanation and the matter is resolved Due to our findings, in that the changes were actually made via an IP address in [redacted] ***(which you partly acknowledge awareness of during a reviewed call log) and not from our office as you describe here in terms of the events leading to this, we’ll be unable to provide the requested compensation in the amount of $ In all honesty, though unfortunate, given our findings it seems you were likely aware of how this happened, so it’s troubling to see the request for compensation, however if you wish to contest these logs I would be happy to provide the access logs here directly through the Revdex.com for their review I would like to also make clear, that while it’s unfortunate to ever see a customer experiencing troubles of this nature, we did at one point restore a backup for you from our backup servers, which was later discovered to be broken as well The timestamp of our backup and the time above directly correlate to this not involving our staff, but furthermore I’d like to also add that while we did offer a backup restore as a courtesy to try and help straighten this out, it is ultimately you’re responsibility as the customer to keep a local copy of your data for safe keeping This would also mean ultimately that you’d be able to simply provide a backup to restore, and not have to request $to rebuild the site, which is the case here If you’d like to review the portion of our TOS covering this it’s available from the following location and below for your convenience: [redacted] “Section Backups and Data Loss Your use of the Services is at your sole riskHostGator’s backup service runs once a week and overwrites any of our previous backupsOnly one week of backups are kept at a timeThis service is provided only to shared and reseller accounts as a courtesy and may be modified or terminated at any time at HostGator’s sole discretionHostGator does not maintain backups of dedicated accountsHostGator is not responsible for files and/or data residing on your accountYou agree to take full responsibility for all files and data transferred and to maintain all appropriate backup of files and data stored on HostGator’s servers Any shared account using more than gigs of disk space will be removed from our off site weekly backup with the exception of databases continuing to be backed upAll data will continue to be mirrored to a secondary drive to help protect against data loss in the event of a drive failure.“ Please let me know if there’s anything further we can do to assist you, though at this time given my findings we cannot provide you the requested compensation nor assume responsibility for damage to your site which resulted through another party and not our staff If we can help to restore anything further if you do find local backups, please let us know via the open ticket with [redacted] and I’ll ensure we do everything we can to help Best Regards, [redacted] Director of Customer Service [redacted]
Good Afternoon,Thank you for bringing this situation to our attention so we can get it corrected I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you, though it's definitely not a problem to review and correct for you Looking over the billing account I see that the payment actually didn't initially apply itself directly to the client ID, but to our payment processing account When that was caught later that afternoon by the billing team they went ahead and applied the payment for you and I think probably should have reached out to you prior to doing so to avoid this unfortunate alarm it caused.Given this occurred manually, the system actually wouldn't process the refund back after hours as part of the pending process, but I've requested a refund be issued and that's taken place for you as of 12/ I apologize for the delay in response here as well, though you should have the refund back within a business week or so Probably not this week, but I would expect it middle of next week, end of the week at the latest Should you have any other questions or concerns regarding this please let me know!Best Regards, [redacted]
Revdex.com: This letter is to inform you that HostGator.com, L.L.Chas carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/7/11:18:AM and assigned ID [redacted] Their invoicing system reported a full charge, oddly enough, but my third party processor reported the credit Regards,
Good Afternoon,After investigation of this report, regrettably we did find that although the domain name was setup for automatic renewal, unfortunately there was an error in our automated system which incorrectly generated the invoice with an invalid due dateSince the due date had already passed, our system did not automatically try to charge the card on file for renewal of the domain.Once our staff was informed of this issue, due to the incorrect due date, the invoice was not seen in the recent payments so our billing administrator created a new invoice for $to allow for payment/renewalAfter it was determined that there was an original incorrect invoice that had already been paid, the $invoice was created to pay the remaining amount to take the domain out of redemption which is a $costAt this time we have confirmed that the domain has been renewed and have also provided a full refund of the redemption costs totaling $We have also had a chance to reach out to [redacted] to provide more information on this situation and although we have not heard back yet, we hope this is a sign that the matter is now considered resolvedIf not, please let us know and we'll be more than happy to take another look at the situation
Greetings,Thank you for reaching out to us regarding your cancellation and refund request via ticket [redacted] While I understand you believe the pro-rated refund you received was incorrect, after reviewing the ticket it appears perhaps that there's confusion over what a pro-rated refund means? You've requested we fund $54.21, which would actually be the full amount you paid us Due to this, while I understand you believe the amount $$incorrect, that's actually the pro-rated amount for the time left in your hosting package Having purchased the hatchling account annually on 9/2/for $and then a later upgrade fee of $7.96, $is the correct refund double checking our math.Please let us know via ticket [redacted] if any confusion remains, however the refund is appropriate for the time you used the account.Best Regards, [redacted] Director of Customer ServiceHostgator.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Sunday, April 12, 3:PM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] Hi, My reply regarding the company's response is belowPlease forward and record this as appropriateThank you-- I appreciate the company's responseThe information given regarding server spikes is not a shock to me, given that our client's sites were continually affected adversely throughout the month of March and we felt this downtime firsthand during the launch of one site and the continual hosting of several othersI appreciate the company keeping an eye on things since and am pleased that the issue has not occurred again since escalation of this issueThe company's response indicates that [redacted] was not the best outlet to useDue to the lack of support, I was driven to take whatever outlet I could to resolve the issueI feel strongly that, based on the lack of quality and infrequency of support responses, the company did not take this issue seriously until over weeks of recurrence after the initial reportI also feel strongly that the company needs to hire and train additional support staff and be proactive about reported issues like thisThis is something the company has alluded to themselvesThat is, this is not the first time that I have received the standard "We are currently experiencing a high volume of customer requests" response from a support agentThis does not suffice as a valid excuse for losses accrued due to failures in a paid serviceWhen staffing is a continual issue that directly affects client's paid service, remediation must take place, to say the leastI appreciate the additional months of hosting that have Unfortunately, however, this credit does not resolve the issue for my business in any wayMy business has been negatively affected in the amount of $as a direct result of this issue and the lack of attention or resolutionA credit of four months does my business no benefitI must therefore follow through with the stipulation for reimbursement of funds lostThank you, [redacted] Owner and President [redacted] Regards,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint HostGator's response confirms that their advertising is misleading from the top [redacted] definition of guarantee: " guarantee: a formal promise or assurance (typically in writing) that certain conditions will be fulfilled, especially that a product will be repaired or replaced if not of a specified quality and durability." HostGator support repeatedly (for over hours, well longer than 45minute downtime in the guarantee) stated "I have no information", "We have no ETA on a fix", and in addition also refused to move our accounts to a functioning server, claiming that the uptime was a money-back guarantee only (by refusing to move our sites/clients, [redacted] has rejected the force of the guarantee involving repair or replacement of the defective (ie: >min downtime) product) HostGator requires that users read sections into the terms to find out that they are using a non-standard definition of guarantee This complaint would be resolved if any of the following were done: - change the uptime phrase to "99.9% uptime moneyback guarantee" (or similar) to make it clear this guarantee applies not to uptime but to the refund - create a plan to enforce the guarantee (such as a defined set of steps that HostGator takes when uptime degrades to 99.8%, 99.5%, 99.0%, 97.0%, etc) - this would show that HostGator actually considers it a guarantee, instead of the "we can't do anything at this time" responses that support consistently provided during this outage) - any other option that clearly clarifies how HostGator is using the word "guarantee" or that shows HostGator is serious about taking action to meet the guarantee (then the wording would not have to change) Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Thank you HostGator staff for resolving this matter quickly
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Once again their own advertisements on their site that I have taken to the time to screenshot in my last correspondence show what they advertiseThis previous response also admits the monitoring relationship with the blacklistswhich contradicts the last post Host Gator made saying it has nothing to do with emailAgain no consistency with their wordRegardless of what host Gator says now, what we were told and suggested to purchase before ever signing up, and why, is not what the experience has beenWe still have emails that won't go throughAnd when their own system and [redacted] service shows that we are not listed on any blacklists (and have for the last month) yet they themselves have said (while it was still showing that we weren't listed) that we were at that timeshows the record of their security and the tools designed to give you a feeling of apparently securityThe appearance they are trying to hold with their customers verses the sad truthOur complaints with our email service as well as other issues have gone back almost bimonthly with Host Gator for the months we have been thereWe have has more than numerous phone chats and live chatsThe referenced "tickets" this customer service rep seems to be talking about are the 4-that were recordedSince many times when you call in or deal with someone in live chat, if the issue is deemed "solved" no follow up ticket is madeAgain one of my complaints at the beginning of this filing was the lack of follow through on behalf of Tach Support or Customer ServiceBeing told something is fixed, or that they would follow up and never didThis has been an ongoing problem up and including this issueSo its no wonder to me that records on behalf of Host Gator only reflect the tickets I manually create myself to make sure it was finally being documented.Bottom line, Host Gator has not fix the problemsWe still can't email many if not all of our [redacted] and *** customersI am not spending any more time than I already have doing their jobs for them and providing research that they should #already have #can pro-cure themselvesIt is just yet another excuse for not addressing the issues as they should beI guess they figure if they drag it out long enough a customer will give up pursuitThey are mistakenThis report will not fade away until the ticket is addressed and the problem is resolved or we discontinue our service with themEither way it is not "RESOLVED" until the problem is fixed or made rightNeither of which have been done, and its disgusting to think Host Gator is still ducking blame for the customer service and problems we still faceTheir correspondence with me in person have been the samePitching more expensive services to resolve the problemWith out without trial periods, if you can't even honor the services and products we already have why would anyone even consider opting for more services at a more expensive rateThe issue here is about service, but is also more importantly about the integrity and word of Host Gator not being fulfilled, and the customer service falling short of their responsibilitiesNo person in their right mind would offer a company with this record more money and time knowing what they have already done with the time and money they have already been givenIts clear Host Gator is more interested in money, then in customer service, their word, and the product they offerI am already in the process of closing all of my other accounts with Host Gator, and this one will soon follow since clearly the problem is nowhere close to a resolutionIts more likely Host Gators intention to rebuff complaints than solve themSo as far as I am concerned this complaint can sit here and be a referendum to all potential future customers on what they should be made aware of prior to taking them at their word and what they should expect with the services they purchaseIf my complaint does nothing else then to help inform future customers of what they can expect it will be worth it Regards,
Hello,I just wanted to follow up since it's been a few days since [redacted] had the refund corrected for you last week I trust you got her email and clarification on the error they made Our sincerest apologies for the trouble, though if you have any questions or concerns please don't hesitate to contact me directly in [redacted] which I'll keep assigned to myself.Best Regards, [redacted] Director of Customer ServiceHostgator.com
Good Morning,Thank you for bringing the delay with your domain *** keys to our attention Though I understand and apologize for the frustration you’ve experienced I’d like to point out that the request for the *** keys was made the day prior to you submitting a complaint While we understand this turn around isn’t exactly speedy, at the same point we have been experiencing higher then usual volumes resulting in the delay Instead of reaching out to us via [redacted] however for assistance as requested here via the Revdex.com, you simply filed a complaint, in our mind perhaps prematurely.I apologize too for the current service level and staffing, though we are working to address this and are seeing positive changes slowly over time the past few months We unfortunately can’t just throw untrained staff into our support structure, so please understand we are making improvement and look forward to returning our service to the level you previously came to expect.As my email last week noted, though I was unable to locate your account with any of the information provided here initial in the complaint I did eventually track down the billing account and your open ticket, escalating the request for your EPP keys That was processed shortly there after, and since unlocking the domain and providing those keys we’ve heard nothing back from you confirming success on your end I did see you rated the ticket response a 0, which is fine as we appreciate any ratings we receive, though ultimately I’d like to ensure you did get the domains unlocked and the keys working to transfer those domains As you have my personal email address please feel free to reach out to me directly as opposed to using support given your dissatisfaction and I’ll be happy to address your concerns personally.Best Regards, [redacted] Director of Customer Service [redacted]
Good Morning,My apologies for the delay in response over the holiday, however I'll be happy to ensure this gets resolved and you receive a full refund as requested Regrettably I've been unable to locate your account with the contact information provided initially So that I can resolve this for you as promptly as possible, can you please provide either the primary email address on file and/or a ticket # relating to the account? With those I can pull this and get a better idea of what's taken place, how to solve it and then move this forward I'll look forward to your response and please feel free to email me directly with the information at [email protected] Regards, [redacted] Director of Customer ServiceHostgator.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaintThe funds were only part of the issue, I do not believe I received stellar customer service from the rude agent JenniferAny customer who has funds taken from their account without authorization or notice is going to be upsetI am sure dealing with upset customers has to be included in the training of hostgator employeesI am very familiar with customer service, I have over years of experience in this fieldJennifer offered to cancel my account without me even asking for my account to be cancelledShe made me feel like Hostgator does not want me as a customer and I am sure offering to cancel customers accounts without their request is something that Hostgator would not approve ofShe was not pleasant or attentive to my needs and did not show empathy to my situationI have no problem paying what I owe to the companyThe ethical thing to do business wise, would have been to schedule a payment arrangement for the past due amount and issue me a credit for the unauthorized charges because I did not give hostgator permission to charge my account on the day the funds were takenIf the representative was unable to issue me a credit, then the call should have been escalated to a supervisor immediately like I requestedTo become argumentative and try to deter me from speaking to a supervisor is wrong and it is rude to tell a customer that the supervisor is basically going to tell you the same thingA minute wait for a supervisor is absolutely ridiculousI hope that the young lady and the rest of the customer service department at hostgator receives the proper training regarding matters like this so that no other customers have to experience such an unpleasant encounter with your Hostgator [Provide details of why you are not satisfied with this resolution.] Regards,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Hostgator's response to my complaint contained numerous errorsThere was an automatic subscription for Hostgator to be paid from my [redacted] account for over a yearI have numerous records of the automatic payments being received by Hostgator from my [redacted] account until the last couple of monthsI hired help myself because Hostgator failed to respond to several of my emails over the course of several daysI run a business and cannot afford to have my sites down for as long as they would have been if I left Hostgator to handle this ticketIt took days and a complaint to the Revdex.com to get them to take appropriate action, as noted that they finally replied with action steps on April 29thThe ticket was created April 23rdI noted in a response to an automated reply to Hostgator that if my sites were not sufficiently cleaned, I would take them elsewhereI let them know I wanted the sites cleaned, a detail they "overlooked." Hostgator did not clean my accounts just a list of security holes that need to be patched and malicious files that was found and that wasn't until after I filed a complaint with the Revdex.com I have never filed a complaint on a company with the Revdex.com before and until this incident occurred, I was a happy customer with HostgatorHowever, their excuse-filled and customer-blaming response leaves me highly unsatisfied with Hostgator as a company and I will be moving to another hosting company before my next bill comes due unless Hostgator makes a better attempt at resolving this issue Regards, [redacted]
Good Afternoon,Thank you for bringing this unfortunate situation to our attention I apologize for any frustration and inconvenience you may have experienced recently, however after an initial review of your support and ticket history I see from our ticket notes that some of the details you’ve presented here don’t seem entirely accurate.Though there are discrepancies in what you’ve stated and what we’ve accounted for, as well as a lot of unnecessary finger pointing at our staff for issues they didn’t cause, I do see that one of my customer service managers has since been involved and is working to assist you with your cancellations and the appropriate refunds While it’s unfortunate that you didn’t simply contact us in the first place via [email protected] when this started, it’s good to see your support ticket escalated to my team where it will be in good hands, but also addressed as promptly as possible.Going through the open ticket HAS- [redacted] I see that [redacted] did assist with getting your packages cancelled and appears to be waiting for a response and confirmation of which domains you wished to retain active and those which need cancelled Once that’s all squared away, we’ll ensure you are refunded fairly should a refund be appropriate at that time Should you have any further questions or concerns though with the situation, beyond ***’s attention to the matter please feel free to contact me directly [redacted] @hostgator.com.Best Regards, [redacted] Director of Customer Service Hostgator.com
Good Afternoon,Thank you for reaching out to us regarding your recent frustration and confusion with our [redacted] software I'd like to apologize first for the lack of movement you've received on this through support, but will be more then happy to assist you and involve [redacted] development to ensure we get this addressed and your SSL working properly I do want to clarify some points of confusion however, as it appears you're under the impression that we directly develop our instance of [redacted] "Pro" which is actually a resold version of the software [redacted] provides us directly Though we're definitely looking forward to moving in the direction of [redacted] 's own updates, that's not something that can be promised till later this year.With that point clarified, though we're sort of stuck waiting at the moment till they provide the updates, if you can please email me more information about the situation I'd be happy to look into this and ensure the SSL issues are resolved Though it may involve additional involvement beyond our support, it shouldn't e an issue to nail this down for you Please feel free to email me the details directly to [redacted] and my apologies for asking you to email that information, though I'm not finding any billing account with your email or contact details.Look forward to working through this with you and if you have any other questions, please include those as well!Best Regards,Joshua [redacted] Director of Customer ServiceHostgator.com
Good Afternoon,Unfortunately there still seems to be an impression that an unauthorized charge was made on this accountAs indicated in our last response, this is not the case as our customers are informed during checkout that the initial payment method will be used unless requested otherwise, which is also agreed to in our terms of service : [redacted] Billing and Payment Information BAutorenewal.Unless otherwise provided, you agree that until and unless you notify HostGator of your desire to cancel the Services, you will be billed on an automatically recurring basis to prevent any disruption to your Services, using your credit card or other billing information on file with usAlthough we did also address the concerns on customer service in our last response as well as in our direct communication with [redacted] , due to the rejection we've taken another listen to the call and have to disagree that our agent was rude As explained previously, if an authorized charge is requested to be refunded, the available option is to cancel the service in questionAs such, it was appropriate for our agent to inquire as to whether or not the account was still needed as an authorized charge was in dispute We've now made an exception to this policy and refunded the payment to allow for repayment when convenient however our call logs indicate our agent was not unpleasant to [redacted] during the call even as his anger was directed towards herMoving back to the complaint that the call was not immediately transferred to a supervisor, we do not have an equal amount of supervisors as we do agents so if a supervisor is demanded, there is a chance that the available supervisors will be previously assisting other callers, meaning their availability will depend on the amount of time needed to resolve the previous callsMoving forward if there are any concerns on the support received, or with the account in general, we ask that our management please be contacted at [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint They have finally resolved the issue after over a week of no answers, being given the "run around", and losing several days of business, however once they issue was resolved, they took it upon themselves to charge my card, after I had already agreed to send in a check, which required yet another call for me sort out My main complaint, besides the obvious issue of not being able to sort out my payment issue, was the ***customer service*** Which still to this day, in their passive aggressive Revdex.com response proves to be less than satisfactory Yes, my account was compromised, yes I acknowledged that, but at no point was I told nor did I agree or make any statement saying I wanted my credit card removed, or have it be denied any future payments, and if that is an automatic thing they do on their end, I was not notified of this Yes, I was given days notice, but that, once again, means nothing as I clearly attempted to make a payment ahead of the payment due date I was a victim of identity theft in and do not like to have to randomly throw my personal information, especially pictures of my ID through email on the internet, so I was less than happy to do so in order to "fix" this issue of their's which one again they never even described to me until they felt the need to "defend" themselves through the Revdex.com They twisted my words around in my complaint and made accusations that are not true, attempting to make me look like an i
t, just to not own up to their mistakes and terrible customer service Honestly, if there wasn't a ~day hold on domains, I would definitely have switched to a different company and I'm still looking into doing so So once again, despite their fluff that no doubt some legal representative of the company threw together to make themselves look better, the bottom line is the entire situation was handled very, very poorly and the company refuses to take responsibility and admit their faults So at the end of the day, I expect HostGator to send yet another fluffed up, vague response that makes them look perfectly innocent, but I feel others need to know of this situation and possibly avoid business with them in the future I've already share this information with the several tens of thousands of our "followers/fans" and will continue to spread the message not to do business with HostGator I will not be reading their response at this point, because the only thing at the end of the day I request that they do, is not treat other clients as they treated me, and stop making excuses for their poor customer service, and instead do something to fix it Regards, [redacted]
Good Afternoon, Thank you for bringing this matter to our attention for further review I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you, however after investigating the situation myself, I have in fact confirmed we have access logs to the server which show our staff in fact did not modify or damage your site as you allege here I realize it’s easy to point fingers and request what’s quite a bit of compensation without offering any evidence to support the claims, but at the same time the logs do provide evidence to show this is not in fact the case These findings were also explained to you in great detail through ticket [redacted] by my Customer Service Manager [redacted] , though I wanted to follow up here as well and ensure you received his explanation and the matter is resolved Due to our findings, in that the changes were actually made via an IP address in [redacted] ***(which you partly acknowledge awareness of during a reviewed call log) and not from our office as you describe here in terms of the events leading to this, we’ll be unable to provide the requested compensation in the amount of $ In all honesty, though unfortunate, given our findings it seems you were likely aware of how this happened, so it’s troubling to see the request for compensation, however if you wish to contest these logs I would be happy to provide the access logs here directly through the Revdex.com for their review I would like to also make clear, that while it’s unfortunate to ever see a customer experiencing troubles of this nature, we did at one point restore a backup for you from our backup servers, which was later discovered to be broken as well The timestamp of our backup and the time above directly correlate to this not involving our staff, but furthermore I’d like to also add that while we did offer a backup restore as a courtesy to try and help straighten this out, it is ultimately you’re responsibility as the customer to keep a local copy of your data for safe keeping This would also mean ultimately that you’d be able to simply provide a backup to restore, and not have to request $to rebuild the site, which is the case here If you’d like to review the portion of our TOS covering this it’s available from the following location and below for your convenience: [redacted] “Section Backups and Data Loss Your use of the Services is at your sole riskHostGator’s backup service runs once a week and overwrites any of our previous backupsOnly one week of backups are kept at a timeThis service is provided only to shared and reseller accounts as a courtesy and may be modified or terminated at any time at HostGator’s sole discretionHostGator does not maintain backups of dedicated accountsHostGator is not responsible for files and/or data residing on your accountYou agree to take full responsibility for all files and data transferred and to maintain all appropriate backup of files and data stored on HostGator’s servers Any shared account using more than gigs of disk space will be removed from our off site weekly backup with the exception of databases continuing to be backed upAll data will continue to be mirrored to a secondary drive to help protect against data loss in the event of a drive failure.“ Please let me know if there’s anything further we can do to assist you, though at this time given my findings we cannot provide you the requested compensation nor assume responsibility for damage to your site which resulted through another party and not our staff If we can help to restore anything further if you do find local backups, please let us know via the open ticket with [redacted] and I’ll ensure we do everything we can to help Best Regards, [redacted] Director of Customer Service [redacted]
Good Afternoon,Thank you for bringing this situation to our attention so we can get it corrected I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you, though it's definitely not a problem to review and correct for you Looking over the billing account I see that the payment actually didn't initially apply itself directly to the client ID, but to our payment processing account When that was caught later that afternoon by the billing team they went ahead and applied the payment for you and I think probably should have reached out to you prior to doing so to avoid this unfortunate alarm it caused.Given this occurred manually, the system actually wouldn't process the refund back after hours as part of the pending process, but I've requested a refund be issued and that's taken place for you as of 12/ I apologize for the delay in response here as well, though you should have the refund back within a business week or so Probably not this week, but I would expect it middle of next week, end of the week at the latest Should you have any other questions or concerns regarding this please let me know!Best Regards, [redacted]
Revdex.com: This letter is to inform you that HostGator.com, L.L.Chas carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/7/11:18:AM and assigned ID [redacted] Their invoicing system reported a full charge, oddly enough, but my third party processor reported the credit Regards,
Good Afternoon,After investigation of this report, regrettably we did find that although the domain name was setup for automatic renewal, unfortunately there was an error in our automated system which incorrectly generated the invoice with an invalid due dateSince the due date had already passed, our system did not automatically try to charge the card on file for renewal of the domain.Once our staff was informed of this issue, due to the incorrect due date, the invoice was not seen in the recent payments so our billing administrator created a new invoice for $to allow for payment/renewalAfter it was determined that there was an original incorrect invoice that had already been paid, the $invoice was created to pay the remaining amount to take the domain out of redemption which is a $costAt this time we have confirmed that the domain has been renewed and have also provided a full refund of the redemption costs totaling $We have also had a chance to reach out to [redacted] to provide more information on this situation and although we have not heard back yet, we hope this is a sign that the matter is now considered resolvedIf not, please let us know and we'll be more than happy to take another look at the situation
Greetings,Thank you for reaching out to us regarding your cancellation and refund request via ticket [redacted] While I understand you believe the pro-rated refund you received was incorrect, after reviewing the ticket it appears perhaps that there's confusion over what a pro-rated refund means? You've requested we fund $54.21, which would actually be the full amount you paid us Due to this, while I understand you believe the amount $$incorrect, that's actually the pro-rated amount for the time left in your hosting package Having purchased the hatchling account annually on 9/2/for $and then a later upgrade fee of $7.96, $is the correct refund double checking our math.Please let us know via ticket [redacted] if any confusion remains, however the refund is appropriate for the time you used the account.Best Regards, [redacted] Director of Customer ServiceHostgator.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Sunday, April 12, 3:PM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] Hi, My reply regarding the company's response is belowPlease forward and record this as appropriateThank you-- I appreciate the company's responseThe information given regarding server spikes is not a shock to me, given that our client's sites were continually affected adversely throughout the month of March and we felt this downtime firsthand during the launch of one site and the continual hosting of several othersI appreciate the company keeping an eye on things since and am pleased that the issue has not occurred again since escalation of this issueThe company's response indicates that [redacted] was not the best outlet to useDue to the lack of support, I was driven to take whatever outlet I could to resolve the issueI feel strongly that, based on the lack of quality and infrequency of support responses, the company did not take this issue seriously until over weeks of recurrence after the initial reportI also feel strongly that the company needs to hire and train additional support staff and be proactive about reported issues like thisThis is something the company has alluded to themselvesThat is, this is not the first time that I have received the standard "We are currently experiencing a high volume of customer requests" response from a support agentThis does not suffice as a valid excuse for losses accrued due to failures in a paid serviceWhen staffing is a continual issue that directly affects client's paid service, remediation must take place, to say the leastI appreciate the additional months of hosting that have Unfortunately, however, this credit does not resolve the issue for my business in any wayMy business has been negatively affected in the amount of $as a direct result of this issue and the lack of attention or resolutionA credit of four months does my business no benefitI must therefore follow through with the stipulation for reimbursement of funds lostThank you, [redacted] Owner and President [redacted] Regards,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint HostGator's response confirms that their advertising is misleading from the top [redacted] definition of guarantee: " guarantee: a formal promise or assurance (typically in writing) that certain conditions will be fulfilled, especially that a product will be repaired or replaced if not of a specified quality and durability." HostGator support repeatedly (for over hours, well longer than 45minute downtime in the guarantee) stated "I have no information", "We have no ETA on a fix", and in addition also refused to move our accounts to a functioning server, claiming that the uptime was a money-back guarantee only (by refusing to move our sites/clients, [redacted] has rejected the force of the guarantee involving repair or replacement of the defective (ie: >min downtime) product) HostGator requires that users read sections into the terms to find out that they are using a non-standard definition of guarantee This complaint would be resolved if any of the following were done: - change the uptime phrase to "99.9% uptime moneyback guarantee" (or similar) to make it clear this guarantee applies not to uptime but to the refund - create a plan to enforce the guarantee (such as a defined set of steps that HostGator takes when uptime degrades to 99.8%, 99.5%, 99.0%, 97.0%, etc) - this would show that HostGator actually considers it a guarantee, instead of the "we can't do anything at this time" responses that support consistently provided during this outage) - any other option that clearly clarifies how HostGator is using the word "guarantee" or that shows HostGator is serious about taking action to meet the guarantee (then the wording would not have to change) Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Thank you HostGator staff for resolving this matter quickly
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Once again their own advertisements on their site that I have taken to the time to screenshot in my last correspondence show what they advertiseThis previous response also admits the monitoring relationship with the blacklistswhich contradicts the last post Host Gator made saying it has nothing to do with emailAgain no consistency with their wordRegardless of what host Gator says now, what we were told and suggested to purchase before ever signing up, and why, is not what the experience has beenWe still have emails that won't go throughAnd when their own system and [redacted] service shows that we are not listed on any blacklists (and have for the last month) yet they themselves have said (while it was still showing that we weren't listed) that we were at that timeshows the record of their security and the tools designed to give you a feeling of apparently securityThe appearance they are trying to hold with their customers verses the sad truthOur complaints with our email service as well as other issues have gone back almost bimonthly with Host Gator for the months we have been thereWe have has more than numerous phone chats and live chatsThe referenced "tickets" this customer service rep seems to be talking about are the 4-that were recordedSince many times when you call in or deal with someone in live chat, if the issue is deemed "solved" no follow up ticket is madeAgain one of my complaints at the beginning of this filing was the lack of follow through on behalf of Tach Support or Customer ServiceBeing told something is fixed, or that they would follow up and never didThis has been an ongoing problem up and including this issueSo its no wonder to me that records on behalf of Host Gator only reflect the tickets I manually create myself to make sure it was finally being documented.Bottom line, Host Gator has not fix the problemsWe still can't email many if not all of our [redacted] and *** customersI am not spending any more time than I already have doing their jobs for them and providing research that they should #already have #can pro-cure themselvesIt is just yet another excuse for not addressing the issues as they should beI guess they figure if they drag it out long enough a customer will give up pursuitThey are mistakenThis report will not fade away until the ticket is addressed and the problem is resolved or we discontinue our service with themEither way it is not "RESOLVED" until the problem is fixed or made rightNeither of which have been done, and its disgusting to think Host Gator is still ducking blame for the customer service and problems we still faceTheir correspondence with me in person have been the samePitching more expensive services to resolve the problemWith out without trial periods, if you can't even honor the services and products we already have why would anyone even consider opting for more services at a more expensive rateThe issue here is about service, but is also more importantly about the integrity and word of Host Gator not being fulfilled, and the customer service falling short of their responsibilitiesNo person in their right mind would offer a company with this record more money and time knowing what they have already done with the time and money they have already been givenIts clear Host Gator is more interested in money, then in customer service, their word, and the product they offerI am already in the process of closing all of my other accounts with Host Gator, and this one will soon follow since clearly the problem is nowhere close to a resolutionIts more likely Host Gators intention to rebuff complaints than solve themSo as far as I am concerned this complaint can sit here and be a referendum to all potential future customers on what they should be made aware of prior to taking them at their word and what they should expect with the services they purchaseIf my complaint does nothing else then to help inform future customers of what they can expect it will be worth it Regards,