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Reviews HostGator.com, L.L.C.

HostGator.com, L.L.C. Reviews (438)

Review: I canceled my account months ago but recently realized I kept being chaged.I canceled all my services and haven't used it ever since and shouldn't have to pay the outstanding balance they claim I have.Desired Settlement: Cancelation of outstanding balance.

Consumer

Response:

This letter is to inform you that HostGator.com, L.L.C. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/5/2014 3:40:45 AM and assigned ID [redacted]

Regards,

Review: I ordered VPS hosting services from HostGator.com. They did not set up my account correctly; specifically neglecting to set up the cpanel. When I asked them to fix the problem, they insisted that I pay additional fees -- even though I had already paid for the cpanel when I set up the account. When I called to inform them that I had paid for the cpanel, they still wouldn't correct the problem, insisting that I pay an extra fee each month.Desired Settlement: Refund.

Consumer

Response:

This letter is to inform you that I would like to close my comlaint with HostGator.com, L.L.C. Although the company has not resolved the issue, I have decided that I no longer wish to pursue the matter. Filed on 5/9/2014 5:18:30 PM and assigned ID [redacted]

Regards,

Review: On [redacted]nd I signed up for a hosting plan and purchased a domain name. Since that time the account has been marked 'pending'. Since it took so long to activate the account (which still hasn't happened) I no longer want to be hosted by this company. I have submitted support tickets regarding this [redacted]th, and followed-up on [redacted]th, both times receiving no response.Desired Settlement: I would like the hosting plan cancelled, and my first month payment credited back.I'd ideally like the domain name credited back (giving up the right to the name) but if that can't be done then the domain registration part is fine.

Business

Response:

Good Afternoon,

We appreciate the chance to look into this payment and Mr. [redacted] and I have since spoken over the phone to discuss the situation further. After review, we found that the new purchases on the account did not activate due to previous unpaid invoices from [redacted] for a domain renewal which we did not receive a request to cancel, as is our policy for domain renewals. Unfortunately there was a delay in replying back to the ticket opened with us to discuss the matter as the ticket was initially with our billing department but due to the request for cancellation and refund, it was then moved to our cancellations department where responses are not as immediate as other queues.

At this point we have provided a full refund of the payment totalling $18.03 and have worked with Mr. [redacted] to remove the previous invoices to avoid future trouble in the event any products are added moving forward.

Although I've made sure Mr. [redacted] has my information to reach me, if there are any troubles with this refund or further clarification needed, please let us know and we'll be glad to take another look.

Consumer

Response:

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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On the 4th March 2015 I signed up for a Webhosting account with Hostgator without any issues at all. I was then provided all of my account login details from Hostgator and was not requested to provide any further information.

Over the next month or so I then spent countless hours building a website on Hostgators server as a part of my account.

On the 16th April 2015 I went to log itno my Hostgator account to find a message saying "Account suspended, contact Support". I contacted the Support team online and was told my account had been suspended because they required me to provide a copy of my drivers license or passport and a copy of the credit card used to make payment for the account.

I provided the information by email to Hostgator as requested. I did not hear back from Hostgator so today, the 20th April I contacted the Support team again. I have now been informed the account has been permanently suspended because I used a VPN when signing up to begin with.

I have requested Hostgator to provide the files related to my website however they have informed they cannot do so unless I sign up for a new account and they can "look into it".

I have also requested Hostgator to honor the discount provided to me at the time of signing up, by use of one of their promotional codes, if I was to create a new account, and again I was told they can "look into it".

I have a number of issues with Hostgators actions which I believe to be deceptive, and intentionally misinforming and not providing full information to potential customers before they agree to sign up for Hostgators services:

1. If Hostgator requires identification from it's clients then why is this not requested at the time of establishing the account rather than weeks afterwards, in my case five weeks after.

2. No where at the time of siging up with Hostgator is a potential customer informed of the requirement to provide ID and a copy of the credit card used.

3. Hostgator did not provide any communication in regards to the suspension of the account...this was only found when I attempted to log into my account and then after discussion with Customer Support.

4. No where at the time of signing up with Hostgator is a potential customer informed applications will not be account/accounts will be suspended if a VPN is used when signing up for their service.

5. Hostgator are now failing to honor the contract made between myself and them as they have permanently suspended my acount due to reasons they did not inform me off at the time of signing up.

6. Hostgator will now not provide a copy of the files for my website in which countless hours were spent creating through their online facility to develop the website.

Hostgators actions are certainly very questionable. They have not forfilled the contract and their actions are very deceptive.Desired Settlement: 1. A copy of my website files to be provided to me without delay.

2. Hostgator to honor the discount I obtained with the signing up of the account.

3. Hostgator to reactivate my suspended account and have the website as it was fully available to me.

Thank you very much.

Business

Response:

Good Afternoon,We always appreciate a chance to address our customers concerns but before we proceed, we'd like to confirm that that [redacted] account is now active and that we've followed up with an offer to transfer over the initial coupon. Regrettably we have not received any follow up from [redacted] quite yet, but we will be keeping an eye out for any response.To provide more information on the matter at hand, we must first and foremost state that as a hosting provider, we receive an incredibly large amount of attempted fraudulent account sign-ups which are purchased with the goal of hosting malware or sending excessive amounts of spam. To prevent these types of orders, we have a number of factors used to evaluate purchases for any common indications of fraud. While we understand how it would be beneficial for our well-meaning customers to know our full set of criteria to work around, this would also allow malicious individuals to dodge our system entirely. In this case, use of a VPN meant that the location of the sign-up was hidden, meaning we were unable to match the sign-up location with the billing information on the credit card used. This is one of the most common tools of malicious individuals, so we do automatically refund these payments and ask that customers please re-purchase their order without use of a VPN.That said, unfortunately there appear to have been a number of inaccurate pieces of information provided in this complaint that must also be noted. We've reviewed all purchases under the name "[redacted]" and have found that the original purchases were made on April 12th, 2015, rather than 5 weeks prior as mentioned in the complaint. We've also found no evidence that our staff denied transferring the coupon to the new purchase or that our staff stated we would not provide the files originally worked on. If this was not the case, we ask that [redacted] please reply to our e-mail to provide more information on where these conversations took place. Finally, please note that we are also upfront about the possibility of a customer having their ID requested as this is available in our terms of service.Regardless, as mentioned initially, the new order and account have been fully activated and we've made sure to move the original files over to the new account. We've also offered to allow an additional coupon to further discount the purchase but we've not heard back on our e-mail. We urge [redacted] to contact us back on the most recent e-mail or contact our management at [email protected] for assistance applying the discount offered, or for assistance with any remaining concerns.

Review: I have many issues with the level of service host gator has been putting out for the past year. Incorrect billing practices and service issues. My clients sites are hosted with them and have been hacked several times including email accounts. They do not react they blame us their customers as if we have control over hackers.I have Mal-ware now on the server and it is infecting clients sites. Since calling them and getting less than understanding or friendly service I get put off for hours and receive more calls from clients as the Mal-ware is spreading to other sites on the server. Again I am on the phone getting the run around while clients are threatening to leave me and Host Gator does not seem to care that I as their client rely on them to support me so I may support my clients.It is not my fault and I do not like them moving the blame to myself instead of where it belongs the hosting company. It needs to be fixed and not make excuses or put blame. It is now [redacted] and I should not be dealing with this kind of service or issuing refunds to my clients as I am having to do right now.Desired Settlement: Want the issue fixed and better customer service for myself and my clients.

Business

Response:

Good Afternoon,

Review: I spoke to a customer service representative on the phone and the person stated that they would turn on permissions on my shopping cart ( a separate third party shopping cart which is attached to my website ), which most websites have. You couldn't do online business without the cart. The permissions were not letting me access the cart, so when I came back a day later, the site was totally a mess with words and coding errors. It's not the same site with pics gone, etc. They told me if their worker tries to fix something it isn't there responsibility to fix it once they are out of their realm to do so. This is a 2500.00 website that was built by a senior engineer. I never asked that they access the cpanel (which is the backend of the site), and they did anyway. Now the site is a total loss. They refuse and also start documenting after the fact. The tickets that they have in writing are completely non related to the issue they caused. The original conversation was over the phone and we do have the recording of their worker stating that they could not fix permissions. We changed the password for protection with that worker that night. The next day the entire site was down. He was the only one that ever had the new password that we have never used and never gave to another soul. We had contacted open cart for their assistance with the permissions (the shopping cart company), and in the meantime hostgator literally destroyed the coding and site.Desired Settlement: This site needs to be up and running. If it isn't their capability to fix, then they need to pay for a competent person to do so. My site also has wordage that it is a copyright and they were never given permission to attempt this fix unless they were capable. Not one website owner would want someone incompetent working on their site and destroying it like they have. Put in [redacted] and the site is a complete loss. This is the way I am trying to make money. I do not have a job due to disability of [redacted].

Business

Response:

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 $2500. 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 $2500 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:

“Section 27. Backups and Data Loss

Your use of the Services is at your sole risk. HostGator’s backup service runs once a week and overwrites any of our previous backups. Only one week of backups are kept at a time. This 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 discretion. HostGator does not maintain backups of dedicated accounts. HostGator is not responsible for files and/or data residing on your account. You 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 20 gigs of disk space will be removed from our off site weekly backup with the exception of databases continuing to be backed up. All 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,

Director of Customer Service

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

si

This is exactly what they are claiming. The password was changed with the customer service representative with a previous ticket the day this started. [redacted] the supervisor changed the ticket to combine them It appears the most important part of this ticket has been altered and not included.

The ticket originally that we contacted them for were nothing to do with the site. The site was perfect and functional. The permissions for the open cart (a third party cart), was moved and altered. Their customer Service representative changed the password with me at this point: A. the site functional at this point B. We phoned at that point about shopping cart not site C. Tteheir new admin person was very new and decided to attempt a fix of his own and go into the cpanel without permission. D. he did go into the cpanel (which I have proof) and actually took out FTP accounts and also changed our password to make sure the site was safe as another part of the ticket. E. He said he would try and get the permissions changed back. F. He then stated after he would attempt to do so within Cpanel, but didn't really know how the php worked. G. at that point I asked him to WAIT since I wanted to contact open cart. H. Mother in law heart attack (did not contact open cart the following day, he was the ONLY person other than myself to have the new password. NO ONE could have guessed the password in a few hours.

I SPECIFICALLY ASKED HIM TO NOT NOT NOT get into Cpanel at that point. Ask for a copy of the phone call, according to them they are recorded (all conversations), and could go back and look. Well, they haven't provided the information for me yet.

Understand that Host Gator has done this according to previous problems with multiple sites listed and also has not helped the customer at a point of destruction. There has to be some kind of accountability for a business that hosts websites. That's what hosting is caring and putting the website out. Not destroying the site and nespecially not taking it down. When you switch from one site to another, business increased by 100%. There also is a lock down on how your site is allowed to be within the search. I'm frustrated at this point and will not be able to continue my business because of their destruction and continued cost of maintaining the site. We have requested help from a larger United States company that has a senior admin person who had original built the site. She is not responding yet, but may be willing to help.

No one has the right to destroy a business in a mortar building and should not be alright to do so on the internet. It is now a complete different site without pop up windows showing products no facebook connections and other media connections, there is no link to paypal, etc. etc. It's not simple, it's been destroyed. Do I think Host Gator is a good company, maybe portions, but if they are going to place businesses out with support, the support needs to be capable of doing what is necessary including understanding PHP coding and not destruction of sites. The worker went into the site and modified coding that cannot be fixed because he has no idea where he changed what.

Thanks

Review: I have two major websites hosted with hostgator that I pay for a dedicated server to ensure that I have all the "power" I need to make sure my sites are up, running and successful. My business is a local [redacted] and an [redacted] training website.

For the past 8 days and ongoing, Hostgator has not been able to provide any resemblance of good customer service. They do not respond to tickets in a timely fashion. They do not resolve the issues and if you want them to actually work on your issues, you have to call them or chat them.

When calling or requesting a chat, you have to typically wait over 45 minutes to even talk with someone. After you get a hold of someone, it's at least another hour before they actually get to do work on the site. Then they say "it's fixed" and within HOURS, it's down again.

I think have to go through the same process again..... EVERY DAY.

They brag about their support and "99.9% up-time". It's false advertising.

I am so fed up with their support and their lack of communication.Desired Settlement: I WANT MY SERVER TO WORK!

I don't want to have to keep contacting support every day because they cannot do their job.

Business

Response:

Good Afternoon,

Thank you for reaching out to us through the Revdex.com, and while it looks as though the complaint may have been opened pre-maturely given my Customer Service team was just getting involved and beginning to work with you as this was opened, we’ll be happy to ensure these problems don’t continue.

To summarize the situation from our point of view, we do absolutely acknowledge that you’ve been experiencing downtime recently with your server. Looking over ticket [redacted] however, it’s pretty clear that you’ve disregarded some of the recommendations we’ve made in the past week, resulting in repeated downtimes.

I’m sorry that you may simply disagree with the fact that your simple [redacted] site isn’t creating issues on the server, however it does need some attention in terms of being optimized, to best function within the server environment with the way it configured. I realize often that people assume having a dedicated server means they can neglect to optimize their software, but if your own software’s configurations don’t jive with that of the server it can be a problem.

I do see that our admin staff have offered recommendations for improving your software’s performance, but to this point I can’t tell that’s been addressed on your end. It’s also clear from the ticket that whenever [redacted]’s bots index your site, they’re simply exhausting memory and bringing services to a halt. As was the case with our recommendations towards your software, my staff on several occasions pointed out that you can in fact control the speed at which [redacted] indexes your sites through their WebmasterTools. That’s something that would be under your control since you need to login to [redacted] to make these changes, and not something we’d typically assume responsibility over. With that point made, it’s also your responsibility as the customer to monitor your traffic and if resource utilization becomes an issue alert us. We recommend this happen consistently, so that you can report the issues prior to them becoming major problems like in this case.

Moving forward though I don’t see that you’ve updated the ticket or reported additional issues, we’d be happy to have a senior admin spend some time working with you and your [redacted] sites to optimize them. That usually would fall on you as the site owner, but we’d be happy to waive the admin’s billable fee to ensure things are streamlined and addressed going forward more appropriately. If that would be agreeable please shoot me an email via the ticket [redacted] which I’ll keep assigned to myself. The admin we would involved unfortunately does work overnights, but I think with his involvement we can definitely better meet your expectations, but also educate you a little better on how to make this partnership work. With your cooperation I’m certain this will be the last of the troubles you experience!

Best Regards,

Director of Customer Service

Hostgator.com

Review: I called hostgator several times before my money back guarantee vut off time. I even sent them an email stating that I wished to cancel the services and want my refund. After receiving no response, I am still being invoiced. My ticket number from the email I sent saying I wanted to cancel is: [redacted]Desired Settlement: I wish to have my money back, and the billing issue of them billing me everyday resolved.

Business

Response:

Good Afternoon,

Thanks for the opportunity to investigate this situation.

Although we've since attempted to contact [redacted] via phone and e-mail, as we have not received any word back, we wanted to take a moment to update this complaint. After our investigation we found that a cancellation request had indeed been submitted within 45 days of opening the account, meaning she qualified for our 45 day money back guarantee.

As part of our cancellation process, after the cancellation request has been submitted, we reply back to the ticket requesting confirmation of the desire to cancel. While this extra step might seem excessive, this is a security precaution to make absolutely sure we do not terminate and delete a customer's data without 100% assurance that data is no longer needed. At that point we had replied back to the cancellation request twice asking for confirmation, but unfortunately confirmation was never provided.

Since [redacted] did make an attempt to cancel, it is no problem to honor the 45 day money back guarantee and provide a refund in full. The only issue here is that since the payment was made over a year ago, we cannot reverse the payment back to the credit/debit card used. To provide a refund we would either need the details of a PayPal account, or confirmation that the address we have on file would be a valid address and person to mail a check to. The details we have are as follows :

Thank you for your attention and we'll be watching for any update.

Business

Response:

Good Morning,

Thanks to [redacted] for taking my call last week.

As we discussed, although we had not received confirmation on our multiple attempts to confirm the cancellation request over one year, we have decided it is no problem to go ahead and provide a full refund for your purchase as you had shown to have made a good faith effort to cancel. We have since received confirmation of the address to be used, so we have forwarded along this request earlier in the week to our accounting department to have a refund provided in full. Our accounting department typically mails out checks by Thursday morning and please provide 5-10 business days for the check to arrive. Should the check not be received within this time frame, please contact us directly at feedback[redacted] or through this complaint and we'll be more than happy to check the status with you.

Thanks once again for your time and attention and please do let us know if we can be of any further assistance.

Review: I have tried mulitple times to cancel an existing account, as well as receive refunds for two charges. HostGator.com is charging me twice for the same service on the same url: [redacted] I have never had a major technical issue resolved with my DNS. This has prevented me from receiving emails. This is a major issue for my business.Desired Settlement: I want a refund in full for all charges.

Business

Response:

Good Afternoon,

Thank you for bringing this matter to our attention for additional review. Looking over your billing account I see that you actually appear to have signed up duplicate accounts [redacted] which led to a great deal of confusion. It also appears contrary to your account of the situation here in that you've submitted cancellation requests for these accounts, that a cancellation ticket was never created. That looks to be the major issue, as we do need a request to process to be able to cancel accounts, however I do see that our cancellation escalation team intervened when they learned of the situation, and got your accounts cancelled as requested, as well as refunde on 6/**/2013.

This leaves one hatchling account currently for [redacted] which is still open and will continue to be billed which I believe was the intention. Otherwise at this time I believe your refunds have been issued to you as expected, though if you've not received these refunds please let me know and I'll be happy to ensure those are refunded for you and the matter resolved fully.

Thanks,

Director of Customer Service

Hostgator.com

Review: It in part a complaint regarding their sales ethics, contract issues, and billingI chose them for web hosting services in when I started my companyI paid my domain ([redacted].com) for a yearIt was never specified/disclosed that renewal was automaticIn fact, prior to the year coming due, I received an email letting me know the year was coming due, and TO CONTACT HOSTGATOR IF I needing to renewI didn'tIt was their fault I didn't need renewal in the first placeI was also paying a monthly fee to host my websiteI felt the fee was steep and decided to change it for a more affordable plan with them as wellMy website was already up and working when I decided to make that changeWhen I spoke with their sales department, I purchased a 3yr plan that was paid in fullThe sales rep never explained, educated me, or offered (and they normally do) to transfer the website files to my new plan causing files (the website or parts of it) to be lostfor weeks my website was not being hosted so I cancelled the hosting through themIt was very upsetting when they only refunded part explaining it was prorated, even thou my site didn't host that entire timeI also didn't get the $for the "automatic renewal" I never approved ofI would not refer this companyI hope someone can do something about how these people take your money because their are no disclosuresTheir service was poorWhen requesting a refund, you have to requested via their website even if you already stressed that you need/want your money back for services not provided.Desired Settlement: I received partial refund for services never provided being that my website never hosted when I changed plansDisclosure and follow up should be a priority for these peopleI would also like get my $for the domainI didn't request to renew itI only received an email requesting contact IF I wanted to renewWhy need a domain, when a few months before I cancelled the hostingI want the $it took to build my websiteTheir lack of due diligence caused me time and money
Business
Response:
Good Morning,

Review: I have been hosting websites through HostGator for over 5 years, up until recently I have had a great experience with them.

Earlier this month I had requested a refund for a renewal which I did not want to occur, I was finished using the particular hosting package and no longer wanted to be billed, I planned to cancel the account 3 days prior to the end of it's cycle but instead HostGator charged me 2 weeks before the renewal date which I was not expecting.

But that was not a huge deal because I have had a good experience with HostGator and they have always been helpful in the past, it was an inconvenience but they cancelled my order and refunded the charges in a matter of 2 days. Case closed, right? No. Several days passed and I checked my credit card for refunds but found they did not refund the entire charge, it seems either someone or something made a mistake and I am out $74.00.

DEBITS

12/26/2014 DEBIT $673.40

12/26/2014 DEBIT $74.00

TOTAL: $747.40

CREDITS

01/02/2015 CREDIT -$24.00

01/02/2015 CREDIT -$50.00

01/02/2015 CREDIT -$599.40

TOTAL: $673.40Desired Settlement: Remaining $74.00 refund is owed to me

Business

Response:

Good Morning,Our sincerest apologies for the trouble you recently experienced with your cancellation and account refund. Reviewing that ticket it's clear that we did indeed incorrectly calculate the refund. It appears one of my Customer Service Managers has already located your ticket EJU-31674795 and corrected this issuing an addition $74. I'd like to also apologize for the delay, the ticket had been processed and placed in the appropriate queue, however overlooked once in that after you responded regarding the correction. Please let us know via that ticket if you have any additional concerns, though the matter can likely be considered closed otherwise at this time.Best Regards,Joshua M[redacted]Director of Customer ServiceHostgator.com

Consumer

Response:

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.

Review: A recent (non-requested) HostGator systems upgrade (around 10/- 10/29) caused their servers to lock upUpon rolling back the update it caused the MySQL database to delete my InnoDB tables for my medical billing companyI operate this site for at least doctors and it contained important patient information and their respective recordsI have contacted support with no assistance provided and my support tickets have yet to receive a response (hours and counting)I have even offered to pay extra in order to expedite my request which was deniedThe doctors need this site operational in order to submit their billing, I cannot simply move to another server as I do not have a recent database copydays and counting without any resolution or satisfactory responseA dedicated server is no better as I also have one with them which was completely down for or days this past April due to a router issue.Desired Settlement: I would like to either obtain a copy of the most recent database records so that I may move to another server or that my site be set with the highest priority and restored to full functionalityI will pay extra if I have to for support
Business
Response:
Greetings,
Thank you for contacting Hostgator regarding the frustration you experienced last weekI'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you, though we’ll also be honoring our 99.9% uptime guarantee in this case, as that was clearly not met last month as a result of the outage affecting your server
First though I’d like to address the support delays, which we realize made it extremely difficult to communicate throughAt the same time, please also understand that we were not intentionally ignoring customers’ requests, but working as quickly as possible to address customers’ concerns, which were coming through in an extreme fashionThe reality in this case is that volumes were not only high during the outage just due to our resellers contacting us, but that compounded further with all the resellers’ resold customers also reaching out to usThough our Terms of Service makes it clear resellers should be managing those clients, we realize in this case that people just wanted information and can’t fault them for reaching out
The other concern you mentioned was in regards to migrating your account off the server to another working serverDue to the OS upgrade not going smoothly, and the resulting MySQL issues that occurred, we lamentably had to run file system checks on each affected server which takes time, ultimately tying up the server as we try and bring it onlineThis means that we were unable to move single accounts as you’d requested, so please note that while we realize you were trying to pay more to achieve this, it just wasn’t feasible technically at that timeI can assure you had this been an option, we would have utilized the strategy immediately
Prior to jumping to the uptime guarantee, I also wanted to mention that we are not [redacted] compliantIt’s concerning that you mention medical patient information, which would typically fall into that categoryPerhaps you’re simply processing billing requests through the account, but I’ve included a link to more information on HIPAA compliance below for your reference:
Finally, I did also just apply a month credit towards your hosting for the troubles experiencedOur 99.9% uptime guarantee promises just a month of hosting per the guarantee, but we realize this outage had a large impact on some customers and want to offer beyond what’s promised as a gesture of good faithWe realize there are alot of competitors out there in the market, so beyond the credit, please let us know if you have additional questions or concernsWe’re happy to discuss this all further as we try and restore your faith with us
Best Regards,
Director of Customer Service
hostgator.com
Consumer
Response:
The company was finally able to restore services to full operationI have reviewed the response made by the business in reference to complaint ID [redacted], and find that this their reply was satisfactory

Review: On [redacted] I attempted to make a payment on the Hostgator billing website. I entered my information and everything seemed to process normally, then the hostgator website locked up and then I received a message on their website "Card Error". I checked the account activity on my debit card and it showed an Authorization by Hostgator. Shortly after that, I received an email from Hostgator notifying me that my financial institution declined my card. I have contacted Hostgator customer support by telephone and online chat spending hours trying to resolve this. My debit card company requires the merchant, which in this case would be Hostgator, contact them by telephone or fax to release an authorization hold. They refuse to do that. Hostgator is able to see the transaction in their system, but the malfunction in their system will not allow them to apply it to my account. Spending hours on the phone or chat, the Hostgator support staff hung up on me because apparently, that is their solution to problems that are not easily solved. My debit card company says the authorization will clear itself after 15 days, but in the meantime my website is on suspension with Hostgator because of the malfunction in their online payment portal and their refusal to cooperate with my debit card company to clear the authorization which will free the funds for me to pay their invoice. If Hostgator has a policy to not contact debit card companies, they should at the very least allow my website to stay active long enough for the authorization on my debit card to clear. The customer support agents that I spoke with could not understand the simple concept that this was a Hostgator transaction error. My financial institution did not decline the payment which is evidenced by the Hostgator authorization hold tying up my funds. This has completly shut down my business. The main domain is [redacted]Desired Settlement: I would like my website activated immediately to allow time for the authorization to release or Hostgator release the authorization with my debit card company so I can pay the invoice.

Business

Response:

Good Morning,

Our apologies for the delay in response back to you

through the Revdex.com. Thank you though for bringing this oversight to our

attention for review and to ensure this gets addressed. I'd like to

first and foremost offer our sincerest apologies for the trouble this

failed charge may have caused, though reviewing the ticket history

associated with the account I'm not actually seeing that a request to

our billing team to help resolve this was ever made? That's unfortunate

to see as this absolutely should have been something the billing team

could have assisted you with, though regardless we're definitely sorry

to see the issue this caused as you tried to make payment. I would like

to also mention that it's always possible to reach out management team

directly via email at [redacted]. We obviously work day to

day to ensure hopefully this sort of contact isn't necessary to resolve

an issue, though we're definitely always available and happy to help.

Looking

at the account I believe to be in question, I do see that it was active

currently which appears to be the result of a payment on [redacted]. Given

the delayed response while I can't unfortunately undo any frustration

this may have created initially, I did go ahead and credit the account

for this current month's invoice which was due on [redacted]. I've also

credited the account for the coming two payments, covering the [redacted] and

[redacted] payments as well. You'll want to keep your eyes on the account

payment then come [redacted], to ensure that gets paid as

expected. Otherwise at this time it looks as though everything should

be in order from a billing stand point. If you'd like to review the

credits I applied, you can do so by logging into [redacted] then navigate to "Billing Details

>> Account Credits" which is found on the left navigation bar.

Should you have any other questions or concerns regarding this please

let me know! I can be reached directly via email at

Consumer

Response:

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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Hpstgator management, if you are not seeing inquiries in your system requesting this being resolved, then you may want to look at the possibility that your customer service agents have a way of deleting unsuccessful calls. Thank you for the credits. This issue could have been simply fixed initially and I regret having to resort to the Revdex.com to get action. Again, thank you for responding.

Regards,

Review: The Hosting service is Terrible and un reliable in the last year this is the 3rd major outage twice for over 8hours each and once for 5 hours they are supposed to have 99.999 uptime this is fat from true and they say 24/7 support but when an outage occurs you can't gat anyone on the line. This isn't just costing us money but the over 100 clients that have under my dedicated server.Desired Settlement: Something to give back to our clients and some sort of proof that an outage like this can't happen again.

Business

Response:

Good Morning,

Review: Even after I provided evidence that their hostgator server for my websites are faulty, they refused to fix the problem and refused to move me to a different server. They even refused to even acknowledge their servers are faulty even after I sent them testing results from three different servers which proved the hostgator server is faulty and non responsive. Test results show that it typically takes 10+ seconds for the hostgator to even respond to a connection request before it even starts sending anything. So I can't get any of my websites to function properly. Techs are trained to blame you rather than their server even when it's obvious the problem is with the server itself.Desired Settlement: Full refund of $[redacted] so I can move my websites to a different webhost that will actually work.

Business

Response:

Review: Ebay Transaction ID: [redacted]Hostgator Ticket ID: [redacted] I bought a hosting package from Hostgator after seeing a cashback offer on Southwest.com. About 50 days (conveniently past the hostgator 45 day refund policy), I was told by Southwest that I won't be getting the cashback. I tried to get my money back due to false advertising, but only got a run around.Desired Settlement: Refund of my paid hosting fee or honor the cashback offer

Business

Response:

Good Morning,

We'd like to start by thanking Mr. [redacted] for giving us a chance to look into his report.

Although I've attempted to call and email yesterday and haven't yet heard back from Mr. [redacted], we were sorry to hear about an apparent issue with Southwest.com making him some sort of offer for purchasing our services and would like to hear a bit more from him directly when he has time. We have no problem extending our 45 day money back guarantee to 50 days since we see he only used the service for 30 days any way, so as soon as we received this complaint yesterday we immediately refunded the payment of $6.68. That said, we would still like to speak with Mr. [redacted] directly to see if he might provide more insight on the offer he has referred to as we are not aware of any promotional arrangements with Southwest.com.

I hope this resolves the situation to his satisfaction and I'll be following up with him via e-mail again today to confirm.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Review: Hostgator made a change, without any notification to me, that causes several websites to go down for an extended period of time. Hostgator was continually asked for proof, and the only thing they were eventually able to provide was a log confirming that their own email servers are setup incorrectly. Upon contacting them, they kept insisting it was my error and fault (remember, this has been working for over 5 years at this point). Finally, they admit to a change on their side but still deny any fault. Multiple requests for upper management have been denied. Despite multiple requests, and an SLA, they refuse to offer any credit.Desired Settlement: There needs to be a significant credit issued, as well as Hostgator admitting fault. [redacted] needs to admit fault and apologize for this incident. Hostgator also needs to implement a system to contact upper management, as there comes a certain point when its obvious that lower level people either have no clue how to address a problem, or don't have the authority to do it.

Business

Response:

Good Morning,

Thank you for bringing your recent troubles with our mass migrations to our attention. I appreciate the opportunity to have worked and resolved this with you through our ticket support system as well this past week, however I apologize for the delay in response back with you here. As I noted when we finally resolved the issue through our support system, I’d be following up here with the Revdex.com to provide an account of what took place, what we did to resolve this and how we compensate you finally for the trouble.

While it’s unfortunate that your situation and ticket didn’t make it’s way to me a little sooner, it’s definitely clear after my complete audit that you went for quite some time battling our support structure in regards to the fact that you did experience downtime and didn’t actually receive our email notices which contained important information you would have need to avoid the downtime. After much frustration however your ticket did finally get to my customer service team, who after their initial frustrating response passed the issue to myself where we finally stood back and took a look at the big picture.

It’s unfortunate that it took as long as it did, though I think to some extent that’s the pride of the IT industry getting in the way. All the same, when we’re wrong we’ll definitely admit it, and I appreciate your persistence. It brought to light an issue with our ticket system that we were unaware of during the migrations and has since been corrected. The problem itself to clarify in some cases would prevent proper delivery of mail, meaning in the case with [redacted], her email notices bounced and weren’t received.

We’ve since sent tests, which I’m working with her directly to ensure are in order at this time. Beyond resolving the technical issue though, I did also credit her for a year of service as requested. While I can’t compensate the losses that may have been incurred through the downtime, it’s our management teams hope that the credit signals we are indeed sorry and working to improve when we do make mistakes. If I can offer any other details on the situation please let me know, otherwise I’ll stay in touch with [redacted] directly via the support ticket.

Best Regards,

Hostgator.com

Consumer

Response:

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.

My biggest complaint is the initial refusal of the company to admit fault (they have now agreed that their systems failed in this scenario) and the lack of involving upper management.

While I now have contact with upper management, I do hope that the company has taken steps internally to more quickly get other customers in contact with upper management when they have issues that they are unable to resolve, or even admit to. While I rarely expect an initial contact to admit fault, at the point a customer shows a problem they should always be put in contact with upper management so that the problem can get past canned responses. A company should never assume that their systems are infallible.

Regards,

Review: I stop services with them in [redacted]. They didn't charge for months. Then in [redacted] they deducted $22.00 from debit card. I didn't authorized it. I didn't use it after [redacted] . My domain is [redacted]Desired Settlement: refund $22

Business

Response:

Good Afternoon,

Thank you for bringing this situation to our attention. I'd like to first and foremost offer our apologies for any frustration or inconvenience the cancellation process has caused you, however it's definitely not a problem to review the matter and ensure it's corrected for you. Looking into this further, I unfortunately have been unable to locate an active or cancelled hosting account with the primary billing email address [redacted] I did find an account that was signed up in [redacted], however that was never verified when our pending department selected the account for additional verification and the initial $21.71 was reversed back to the card used for payment. Beyond that though I'm regrettably not finding the account you note was billed in [redacted] of this year.

If you could please either clarify the primary email address on that account and/or provide the ticket # referencing your cancellation request back in [redacted] I'd be happy to ensure you're refunded appropriately if you were in fact billed. I'll look forward to your response and please feel free to contact me directly via [redacted] which is probably the fastest way to resolve this directly with me!

Best Regards,

Consumer

Response:

the business asked further infomation on this the email I used [redacted] THEY ASSKED FOR A TICKET ID ITS

Ticket ID [redacted]. I STILL REQUEST THE REFUND. Thanks

Review: ON 11/2/2014 I attempted to register a Domain Name for a client at Hostgator.com. I filled out the proper information and clicked the button to complete my transaction. I received a message saying they were not able to process my card. I retyped the number and tried again, I received the same message. I tried one last time and received the same message. I decided to check the balance on my card to make sure. What I found was that hostgator had charged my card all 3 times. There were 3 charges on my account for every time they had said the transaction was declined. I then called the customer service number on the website. After waiting on hold for well over an hour, a representative finally answered. I explained the situation, he insisted that hostgator had not charged my account, "because they had note collected any money". At one point hinting that I was lucky I was even getting that money back. He attitude the entire conversation was that he was doing me a favor by even talking to me and processing a refund, of the money they supposedly never took.When I asked for a supervisor he informed me that they did not talk to customers. As at that point hostgator had effectively drained my account, I requested they provide the domain name for free. He said he would send an email and request it. I asked to speak with that department, and they dont talk to customers either. I was not able to register the domain name. As my client was on a tight timeline. I lost an $800 job over this. This conversation went on till I had to leave for work. It got no where.

I called back when I got home from work, again after waiting 45 minutes [redacted] answered. I explained the situation, he made it very clear he did not care. He said maybe 10 words to the entire conversation. I asked for a supervisor. No response, My wife asked why I was so upset. I told her (While still on the phone) the representative wont even talk about it. He responded with "I am typing to my supervisor like you asked". I told him I worked pretty much the same job he does, and I type to my supervisor and engage customers all the time. As a matter of fact I work in a position where I talk to customers and support the entire 300+ tech floor via chat. His response was "Well, Goooood for you". I then told him I want a supervisor now.

About five minutes later I get [redacted] on the line. He was the most Patronizing and Condescending man I have ever come across. He show absolutely no remorse for what had gone wrong and how it effected me. As a matter fact fact he blamed MY BANK. How could the problem lie with my bank when I was clearly charged through my bank. Then he blamed the problem on the fact that few people ever used American Express Cards. Anything but taking ownership that any sort of problem was caused by hostgator. Anytime an apology was made, it was "I am sorry that's the way you feel". He made it very clear that he had no interest in what I was losing over this, as long as Hostgator didn't lose anything in the process. He said many times, That he had to act in the best interest of Hostgator. His tone was that of a position of power with a dangling carrot the entire conversation. In his eyes, all customers were wrong, and he nor hostgator could make no mistakes. This went to the point that at the end of the conversation he (When I had finally given up), He asked is there anything else you need [redacted], I said you dont even know my name, this conversation meant so little to you that he couldnt be bothered with knowing my name. When I questioned this, he said he had simply mispronounced it. How do you mispronounce [redacted] with [redacted]?Desired Settlement: I would still like the Domain registered for free, I would like a phone call from someone in the company that actually means something. I would like some sort of compensation for the client I lost over Hostgtors mistakes.

Business

Response:

Good Afternoon,Thank you for bringing this situation to our attention via the Revdex.com. I appreciate the opportunity to review the matter, and apologize for the frustration you’ve been through, however after reviewing your extremely combative call with our staff, I wanted to take a little closer look into what was really going on which I have and will now detail here.First and foremost to be clear, I realize that you were billed three times for the domain registration, which is extremely unfortunate given the system had provided you an error, prompting the additional attempts. I’ll absolutely be following up on this through the ticket you have open already with my Customer Service Manager, [redacted] though I believe he’s been in contact with our development team already at this point.Moving to my own concerns, it actually took me a minute to locate your current billing email address with us, as the email you provided was associated with a past due account, owing more then $600 because you seem to have never cancelled that prior account. Though it’s no problem to take care of this(which I have, the account is cancelled as of this time) and just waive the invoices, please also understand that by not canceling the account, we’ve held your data for quite some time at a loss to our company. That said, I’m not an unreasonable person and wouldn’t expect you to clear this debt at this point given you currently have an active account signed up as of Sept of this year which is in good standing, but at the same point I’d like to ask that you treat our staff with a little more respect should issues ever arise in the future. I realize you’re frustrated and just wanted this resolved quickly as you were overcharged, but going back through the billing history you linked me to through the complaint I feel we’ve been pretty reasonable with you seeing how my customer service team handled the resolution this week.Finally in regards to the charges, I see that [redacted] spent some time with you over the phone earlier this week and refunded those charges, all in full via the ticket [redacted] It seems he also provided you with the domain registration for the next year free of charge, as requested. Going forward I’ll keep the ticket you communicated through for the refund assigned directly to myself. If you have any additional concerns please feel free to respond directly there and I’ll be happy to work personally with you.Best Regards,[redacted]Director of Customer Service[redacted]

Review: I wish to list all possible issue in Customer Service. Since this is a service oriented business, I do expect a faster response time and someone who is solving tickets/issues to REALLY do it like HUMANS instead of machines.

I run an ecommerce website and as per [redacted]-emergency-maintenance[redacted] and the issue started since 10-29-2014, 02:29 AM (CST), it was not resolved until 3 days and after I called and stayed on hold for over 3 hours total + live chat hold 3 hours, I was able to have someone restore my db for 6 days back.

I quickly responded back to the ticket stating that either restore it back to how it was OR restore the attached [redacted].

I can restore [redacted] too, but I am not sure if they are going to touch my database after I restore.

I don't know if they have a better copy then I have as at least it is much better then 25th.

I don't think they REALLY care for the sensitivity of the topic.

This has been going on since over 2 years - I think ever since company has grown they have started to care least for their customer.Desired Settlement: Refund me an amount that makes be satisfied over the wait and the loss.

Fix the problem and ensure no problem will happen in future

Explain me in detailed a process in place to improve customer service

Business

Response:

Good Afternoon,Thank you for bringing your troubles last week to our attention. I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you. Though we can’t simply compensate you towards your time, I’ll be happy to provide you a credit per our 99.9% uptime guarantee. I’d like to also touch on a few points you’ve mentioned and offer an explanation towards those concerns as well.We’re definitely sorry to see the wait times climb the way they did during this outage, though to put support volumes into perspective as our reseller clients when into a state of hysteria, we typically handle around 30k chats a week. Last week’s volumes were over 60k, just for the couple of days after the outage due to residual issues needing attention and addressed. Phone and ticket volumes were also near double what we’d see over a week during this period of time. Unfortunately, even though we’ve increased our staffing a great deal this year over last in an effort to meet support demands as we continue to grow as a result of our success, there’s just simply no way to forecast such a huge volume, and we’re sorry to all our affected customers. We realize it’s frustrating when you can’t get in touch with us, and to that end were making updates throughout the day to our support forums.Looking back on the outage, there’s certainly room for improvement and we look forward to taking what we’ve learned to further strengthen our support during such events, but also improve communication to keep our clients informed. Finally, while I unfortunately cannot provide you with compensation towards your time spent trying to contact support, the service is certainly covered by our 99.9% uptime guarantee, which offers a month of service as a credit on the account if that’s not met. I realize such compensation isn’t appropriate to even consider given the frustration experienced, so I’ve applied two months beyond what the guarantee promises, totaling three months. I apologize that we can’t provide further compensation, though we do stand behind the service and hope going above and beyond what’s promised shows our interest in righting the situation and moving forward with you. We appreciate your business with us, so by all means please let me know if there are any further questions or concerns at this time.Best Regards,[redacted]Director of Customer Service[redacted]

Consumer

Response:

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.

You need to come-up with a plan to providing much better service, with being BIG and having SO MANY customers it is critical to have ZERO ERROR service otherwise it is VERY easy to run into the problems that you just mentioned. I would like to see what you were doing before vs now that is causing more and more issues to raise. Its not just me - if you Google up hostgator sucks OR hostgator reviews you will see many many many fans of Hostgator stating the same thing.

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Description: WEB HOSTING SERVICES

Address: 5005 Mitchelldale Suite 100, Houston, Texas, United States, 77092

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