HostGator.com, L.L.C.

Review: Hostgator repeatedly charges my debit [redacted] card for hosting and domain charges monthly. Then they send me notices that my accounts are about to be shut off for non payment. I spend at least one hour to two hours monthly on hold and with their billing department. If there is anyone in the billing department during their business hours. Quite often there is "nobody in their billing department to speak to" when I call during business hours posted.

This month they have charged my debit card an additional $30 dollars above and beyond what was owed. These charges were first put on hold and then processed and I have provided them with screen shots from my account to prove the charges have been processed and not just put on hold.

I am so tired of the time I have to spend with this company to correct their billing errors. I want the extra money they took from me back and I want it processed now. Not just part of it like they have done.. Charged me $45 more than I owed this month and refunded me $15 and tell me to wait for the rest because it might be my credit card company. I call [redacted] on this claim. If they credited me back the entire amount. it would have all come back at the same time... not $15 dollars today.. and the other $30 some other day.

Now I have received another notice that my account charges have been declined and are in default. I took money off my debit card simply to prevent this company from overcharging me even more.

I have submitted trouble tickets almost every month to this company to resolve billing issues as well as spending countless hours on hold to fix their billing problems.Desired Settlement: I want this company to charge me the correct amount each month.. and stop over billing me.

Business

Response:

Good Evening,Thank you for bringing this situation to our attention for further review. We're always happy to look into these situations and get them corrected as fairly as possible. Having reviewed your ticket history I see that refunds were provided in [redacted] last month in an effort to balance out the billing errors. Moving forward while it appears our billing team ultimately got this addressed, I'm going to keep the ticket [redacted] assigned directly to myself. If this hasn't been fully resolved or if you have any problems at all please let me know and I'll personally address those concerns. I've also credited the account for the trouble you've experienced, covering the next three months of hosting on your account. No action is necessary on your part to use the credits, they'll simply apply automatically towards the invoices for your accounts in the coming months. Please feel free to reach out to me directly in the above ticket and I'll be happy to assist you further with any other questions or concerns.Best Regards,[redacted]

Review: My companies account with HostGator was hacked. They changed all of our information to access our website and account and also charged $265.00 to our credit card. I have been trying since October 6 to try and resolve this with HostGator. They have continuously asked us to verify who we are and after we do that there is no response. I called again today for the 3rd time and again they are asking me to send documents to verify who we are. Where are the other documents I sent? And they never verified the people that hacked our account.Desired Settlement: Refund the money charged to our credit card, reset our user name and password.

Business

Response:

Hi [redacted]Thank you for reaching out regarding this situation with your billing account. Unfortunately due to security and the fact that the email address and name provided don't seem to relate to a billing account in any fashion, I'll need to get some more information from you. I understand you believe the email address on file was changed at some point, though in my initial review that doesn't seem to be the case. Regardless, I do understand what you state has occurred and if you can please provide me with additional details to [redacted] I'd be happy to look into this further and do what we can to hopefully reverse any unintended ownership changes. I'd like to also make it clear that given the details aren't 100% solid as of yet based on what was reported, we do need to investigate both parties in an instance like this which simply takes some time. The delay isn't intentionally, but we do appreciate your patience as we work to hopefully nail down the facts. I apologize that I can't be of more help initially, though once I have some additional clarity hopefully we can get this resolved for you once and for all.Best Regards,[redacted]Director of Customer Service[redacted]

Review: I am rather disappointed with HostGator and their recent billing of my check card. Back on or around [redacted] I had purchased two domains from them and entered my card information for payment. It wasn't until late this week that the payment came through to my account. I never received an email with an acknowledgement of my order or a receipt for my records that has caused me a severe financial hardship as a result of their error in failing to provide me with a sales receipt of the items I purchased so that a record could be made in my financials.Desired Settlement: I am gravely disappointed in their practices and would like to see better handling of their billing in the future, and an act of good faith on their part to reconcile with me for their error in failing send provide a sales receipt.

Business

Response:

Good Afternoon,

Thank you for your response back to the matter. I can definitely understand your concerns and the points you've made and actually since my past response have looked further into making emailed invoice receipts a reality. While we do outline the reasoning for the functionality within our TOS and avoid mailing receipts due to environmental concerns, it's absolutely not an issue to send an email confirmation when payments are made. In all honesty that's not something we've really ever had requested or brought to our concern as an issue, though I appreciate your effort to alert us and definitely believe we can work to improve our billing practices as a result of these communications.

Beyond these improvements however, I do apologize as well for any ill will that was communicated through the lack of a billing adjustment, as that was certainly never my intention. While I was aiming to simply offer an explanation and hopefully get more details so we could look into the delay with the payment and prevent that in the future, I also recognize the impact such a gesture like that can have to right a situation, so I apologize my focus prevented that from happening. All the same, I do absolutely want to leave you with a good impression of our company and support going forward and did adjust your billing to extend your annual cycle out an additional three months. Your next renewal will then take place in [redacted] on [redacted], as opposed to the original renewal date of [redacted]. Beyond that if I can assist you further with the service or support itself please let me know, otherwise we'll look forward to getting your input over to our development team so they can work to add email receipts post payment in the system.

If you have any other feedback/suggestions, please feel free to email me directly at [redacted]

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: We have been customers of Hostgators for many years using one of their Business Shared Servers. We recently started having a lot of problems with our website and emails working appropriately. Our emails would bounce back to our customers with a message stating that the email address does not exist and our website would constantly be down. When we acquired with Hostgator Support about the issues we were having, we were told that we were exceeding our active connection limit of 25 and we were told that we would need to purchase a dedicated server to get away from those restrictions. So we purchased a dedicated server and began the process of all of the required steps to get the new server functional. We should have been notified, at least two (2) years ago, that we were approaching our limit of active sessions. This cost Hostgator at least two (2) years of added revenue.I realize that it takes time and that there is a process of propagation that depends on the internet services. However, I believe that Hostgator has dropped the ball and made several mistakes through this process and those mistakes are costing my company revenue because we are not able to communicate with our customers.On April 25, 2013 we purchased the Dedicated server and began the process. Hostgator transferred our data from the old server to the new server. We receive emails on the old server and the new server continually and not all of our emails are delivered. I have talked with Hostgator almost daily either with a phone call or via email. Every time I call them they see a setting that was not set correctly, state that they have fixed the issue and that it will be another 4 to 8 hours for those changes to propagate. We've been doing this everyday since this process began on April 25th. As of today, our emails are still not being routed correctly and we have to log into our old webmail and the new one to see what emails we are missing. Today is May 9, 2013 and this issue is still not resolved.Desired Settlement: I want the issue completly resolved to our satisfaction and request a two (2) month refund at a minimum.

Business

Response:

Review: Hostgator's website lies about the actual prices of its hosting plans. Here's the URL: www.hostgator.com/shared.In my case, I bought the [redacted]. Notice in the drop-down menu that the price per month is $[redacted] for a 3-year commitment, and $7[redacted] all other periods of time.I signed up for one year. I also bought SiteLock at $[redacted] for year. The total should have been about $[redacted]. Instead Hostgator charged $[redacted]+ to my credit card.I spent about 45 minutes chatting to [redacted] about the fact that I had been billed incorrectly. She said that the annual charge for hosting was, in fact, $[redacted], or $[redacted] per month.Neither of these amounts is shown anywhere on that page.That means that this company is fraudulently advertising its prices. They are saying that the price per month is one thing, when in fact it's something else.Therefore, I urge everyone who is reading this complaint to move your websites to another host, one that is honest about their charges.Desired Settlement: For myself, I believe that I'm entitled to a refund, though my chat with them makes this unlikely.That being the case, I would like the Revdex.com to list them as being a dishonest company. Clearly, they can't be trusted.

Business

Response:

Good Afternoon,

Thank you for bringing this situation to our attention for review. I’d like to first and foremost apologize for any ill conceived notions you may have regarding our company, though I’d like to also ensure you at no time in the past or in the future will we intentionally mislead customers during our signup process in an effort to over bill them.

The concerning part about your complaint is that the system actually specifically states prior to you confirming the signup of the account that we’ll be charging VAT taxes to European citizens where applicable.

In that regard while it’s true that a 12 month cycle of hosting with Sitelock included would be billed at $[redacted] as you noted, it appears there is confusion regarding the additional 21% VAT tax that was billed which you’ve state was misleading. While I can definitely sympathize with your frustration and whole heartedly agree there should be complete and total transparency when it comes to billing matters and how they’re presented, I also believe our company has done an appropriate job of presenting what we’re going to bill you moments after you click submit in the order wizard.

To further clarify the situation I’ve also included two screenshots from step 2 of the order wizard, the step in which you input your billing contact information and then are presented with the final amount prior to submitting the order. As shown in the first image you’ll see your billing information, then the second image shows what’s about to be billed to your credit card which does in fact show the tax difference as would be the case with any online service while placing an order.

If you still have questions or have information showing what’s in my screenshots is not what you experienced please let me know. I’d also be happy to offer you a complete refund if the entire experience has left a sour taste with you. We definitely don’t intend for that to be the case, however ultimately if you’re unhappy still I’d like to do whatever I can to make right on the situation with you. If it’s any easier I can also be reached directly at [email protected] or by dialing 866-96-GATOR then dialing ext. 82896 for my direct line or voicemail.

Review: a 99.9% uptime guarantee has probably fine princes[redacted]Desired Settlement: I would like 4 months of hosting credit. 2 months each for each incident.I was promised uptime. But seems like hostgator has transfered ip and all started working very bad. I have called several times and seems like all the reps and supervisors do it " delay" or tell you to hold on problems. I m a good customer, pay my bill automatically and would like to have service with hostgator for a long time.

Business

Response:

Good Afternoon,

Thank you for bringing this situation to our attention for review. I’m

sorry to see the troubles that the recent issues on [redacted] have caused

you, however it’s no problem to compensate you towards the downtime. I

would however like to first clarify that the Shared 99.9% uptime

agreement you’ve requested the credit based on, actually doesn’t apply

to your VPS server which is covered under a different Network Uptime

Guarantee.

Due to the nature of dedicated/vps environments, we unfortunately cannot

guarantee stability in the environment given the fact that you have

super user access and take control essentially out of our hands. Because

of that access level, the uptime guarantee simply promises that the

server will have a network connection 24/7. Issues on the server and

within the server environment themselves however do not apply towards

the guarantee as it appears you’ve assumed, or is the case with our

Shared 99.9% uptime agreement.

Guarantee is discussed in the Terms here: [redacted]

Then in more detail within our Support Knowledgebase:

With that explained, reviewing the actual outage the pro-rated credit

that would be provided per the guarantee actually doesn’t account for

much. While I don’t believe we can provide you a 4 month credit based

on this guarantee and the pro-rated credit you are technically owed, I

do however want to be as fair as possible with you as we work to get

this resolved.

If it would be agreeable I’d like to simply skip the pro-rated credit

you are guaranteed and meet you half way with your request. I’ve gone

ahead and adjusted the renew date for VPS-[redacted] back from [redacted] to

[redacted] to achieve this. No further action is necessary on your part,

you simply won’t receive an invoice for a few months while the VPS

remains active.

I’d like to also make myself available to you personally should you

continue to see any problems. Post resolution of the [redacted] outtage

things look generally pretty good, though I’m definitely here to help if

I can be of assistance! I’ll look forward to your response and

hopefully getting this resolved for you.

Best Regards,

Review: This company is billing me for services I did not sign up for. For the past month, host gator has been sending me emails to my email, but addressed to [redacted], and I have emailed them back numerous times they have got the wrong person. I do not know of anyone by that name. They need to find [redacted], and leave me alone.Desired Settlement: Quit harassing me, and find the real account owner.

Business

Response:

Review: I have used hostgator as a website host for many years and had no problems until August 2014. I had a number of domains registered with them and one of the account reps suggested I move to a plan that would allow me to have all of my domains on one dedicated server for about $200 per month, but they would give me a half price deal as an incentive to do so and because I had been such a long-standing customer.

And that they would move all the domains that I owned at that time over for me.

It is now March 2015, and only one domain has been moved over. They continued to bill me for all the other individual packages, not 1 price as promised.

They then said I was late on invoices/had not paid, though this is not true because they kept charging my credit card over and over again, they did not renew all of my domain names and my main website domains for my corporation was not re-registered. It is currrently in the hands of another company, in [redacted], that swooped in to grab the domain name.

All attempts to

1-get the service they promised, namely, to move all of my existing domains to one dedicated server for one reasonable fee per month

2-get back my domain names that were lost through their incompetence

3-get a fully functioning customer service portal after they also changed that in the middle of last year-it does not work in [redacted], ** or [redacted].

have been unsuccessful.

4-Get a refund for all the charges that should not have been paid because the sites should have been 1 server for 1 price as advertised

I have therefore been forced to write to you in the first instance to get them to honor the terms of the offer that they gave me. I also want a refund for all the fees that were charged to me for all the months they did not move the sites as promised.Desired Settlement: 1-get the service they promised, namely, to move all of my existing domains to one dedicated server for one reasonable fee per month

2-a refund for all the fees that were charged to me for all the months they did not move the sites as promised.

3-A refund for all the domain registration fees they charged me for sites no longer in my possession due to their incompetence/dishonesty

4-all legal steps to be taken by them to return the stolen domain name [redacted], which is my registered corporation name which I can't do business without which is currently in the possession of some sleazy [redacted] marketers because of their incompetence.

5-get a fully functioning customer service portal after they also changed that in the middle of last year-it does not work in [redacted], ** or [redacted].

Business

Response:

Good Afternoon,We certainly appreciate the chance to address these concerns and have since had time to investigate these reports for a better understanding of the situation. After review, we did find that a dedicated server was recommended and purchased by [redacted], however after that server was purchased, we only received a request to move one hosting package out of the active 11 on her account. Our transfer request form does allow a customer to request transfer of multiple packages at the same time, however we only received a request for 1 package.We did get in touch with [redacted] in December of 2014 and informed her of this information as well as again in February, at which points we also requested that she please reply back to us to confirm which packages she wanted migrated to the server. Unfortunately the delays in communication coming from the customer side has meant that we do not hear back but once every month or longer and I have not found that the list was ever sent. That said, at this time we see that the dedicated server has never been in use and it will be more cost effective in the long run to stay on her current packages, so I've attempted to call and e-mail [redacted] to offer a full refund or credit of the amount paid, totalling $1,314.00. Regrettably I have not heard back but I will be watching for her response to my e-mail on her preference in order to finalize the refund or credit.In regards to the domain name issues, after review we have found that domains renewal costs were not paid for "[redacted]" and "[redacted]", while "[redacted]" was paid for after the expiration had already occurred. Unfortunately we will be unable to assist with any legal action as these domains were released due to no or late payment, and also due to the fact that we were not contacted for assistance before the domains were released. The good news in addition to the full refund is that one of the three domains "[redacted]" was not picked up by any 3rd parties, so we offered to re-register this on March 17th, 2015. We have not heard back since then but to be safe, I've gone ahead and re-registered this in [redacted]'s name and have confirmed it is online once again.Finally in regards to the trouble with our new billing system, unfortunately I have not found that we've received any specific reports on what is not functioning in the panel but once we have more information, we'll be more than happy to help with any issues [redacted] is facing.I hope this fully addresses all of the concerns raised and I'll be keeping an eye out for any response back to my e-mail on how to proceed with the refund or credit.

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. However, it is not entirely factual, as I submitted 4 requests for all the domains to be moved over and was in fact assured on more than 1 occasion that they had been, only to find that they had not and so they were really doubly charging me for the shared server and for each individual account as well. If I kept promising my boss I would do a job, and a month later it had not been done, let alone 8 months later, I would have been fired for sure.I also complained repeatedly that their new ticketing service did not work well in [redacted] and not at all in [redacted], and only intermittently in [redacted]. I would therefore suggest that they look into browser compatibility and again, customer service to resolve all issues customers are trying to resolve. The chat feature also rarely works, which is very frustrating if you have been waiting in the queue for 30 minutes only to get kicked off the call by the interface and have to start all over again.Thank you for your assistance in this matter and I look forward to receiving a refund and getting back on track with my domains and business.

sincerely yours,[redacted]

Business

Response:

Good Afternoon,As mentioned in our last update to this complaint, the service requested was provided, however out of the 11 packages [redacted] was hoping to move to the dedicated server, we only received a request to migrate one, which was completed. We went over this information months prior to the complaint but did not receive any follow up indicating she wanted to proceed with the remaining packages.Regardless, again on this complaint we reached out to [redacted] as we were going to provide a refund, but again, did not hear back to confirm where she wanted the check sent to. We have now heard back two months later on the location she would like the check sent to and have our accounting department handling the issuing and mailing. We have multiple lines of communication setup between [redacted] and ourselves so if there are any further questions on this matter we ask that she please use those e-mail threads or contact our management directly at [redacted].

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. once the refund check is sent.

Review: In [redacted] a transfer request of my domain name [redacted] that was registered with [redacted] was made to [redacted] to be transfer to Hostgator. Hostgator proceeded with the transfer and according to their customer support the transfer became final in [redacted]. On [redacted] deducted 43.95 form my Credit Card for the renewal of my domain name which was never done. To date [redacted] is yet to refund me my $43.95. My domain name has now expired due to no fault of mines. In trying to log on to my website recently I had been unable to locate it online so I contacted Hostgator who stated my domain name was expired and I needed to pay a Renewal Fee of $15.00 plus an additional Redemption fee of $90.00. Hostgator stated they have ownership of my domain name and it is registered with [redacted] Inc. They stated they cannot do anything about the Redemption Fee. I contact [redacted] who stated the Redemption Fee lies in the hand of Hostgator. Hostgator never contacted me or sent an email notification as to final transfer transaction, Domain Renewal Due Date, Nothing. (I did however received several promotional emails notices from them over the last few months.) Now [redacted] did send a renewal notice and as stated above [redacted] deducted 43.95 in [redacted] for Renewal of my domain and Privacy. This is a recurring fee that is automatically taken from my Credit Card by [redacted] since I first registered the domain name with [redacted] in [redacted]. To date, although [redacted] deducted the money my domain name has not been renewed because [redacted] had no right to the domain name yet they still deducted my Credit Card. Now I have no website and domain name due to some blundering of the domain transfer between [redacted] and Hostgator.Desired Settlement: I would like [redacted] to credit back my Credit Card. I would like Hostgator.com to own up to the responsibility that they failed to notify me of the completion of the Domain Name transfer and the Renewal date and that I would now have to pay for my Doamin name through Hostgator. I would like this Redemption Fee be waivered since money was paid but the domain was not renewed.

Business

Response:

Review: I called in to Hostgator months ago to set up hosting. I asked several questions over the phone before signing up and one of the questions that I asked the rep was when I wanted to cancel my hosting if I no longer needed it what would I need to do. The rep told me that your hosting is automatically cancelled once you stop paying for the hosting. I used a bank card to set up my account due to the rep telling me that I had to set it up that way. I paid my hosting through my PAYPAL account every month and never used a credit card nor did I store any credit cards on my account. When I no longer needed the hosting I stopped paying through my paypal account. I received one email from hostgator stating that my hosting would be cancelled because I stopped paying. There was no notice in the email that stated that I needed to call in and cancel anything. About a month ago I pulled my savings account statements and Hostgator has been charging a bank card that is a SAVINGS ACCOUNT NOT A CHECKING ACCOUNT which has resulted in multiple charges of insufficient funds from my bank due to my bank having to transfer money from my savings to checking to cover charges on a card that I never authorized Hostgator to charge. I have called in several times to address this issue and customer service reps are very rude. No one seems to be interested in resolving this issue and just want to get you off their line. Hostgator continues lying when I have never paid any hosting through a credit card. I always paid through paypal. I was told I would be refunded all money when hostgator could see that I never logged in to use the hosting anymore. I have not used hosting in MONTHS!! I will most certainly be following up with several outside agencies due to Hostgator refusing to resolve this matter respectfully.Desired Settlement: I would like an explanation as to why I have been told multiple stories each time I have called into Hostgator and filled out tickets and called in about this matter. I would also like to know why it clearly shows that I have not used the hosting on this account in months why I was not refunded total charges when I was told that I would be refunded money back? I also want to file complaints on all reps due to them refusing to allow me to speak to a supervisor about resolving my complaints.

Business

Response:

Hello,

Thank you for the

opportunity to address this concern. We welcome any and all customer

feedback and encourage our customers to reach out to us anytime they

are experiencing an issue. We are more than happy to work with them

to find a resolution.

We have been in contact with the

complainant to address their concerns and clarify our policies and

procedures pertinent to their complaint. We have extended an offer to

this customer and are awaiting a response.

We have been unable

to locate the call referenced in the original response and have

reached out to the customer for additional details as we do wish to

ensure our formal cancellation policy was properly communicated. If

there are additional phone numbers we may search in our system for,

we would be happy to receive those and investigate.

We have

reviewed the account and determined that a card was saved within our

system for automatic renewals by the customer. We have not been able

to confirm any past miscommunication and all of our actions have been

in compliance with our Terms of Service, which were reviewed and

agreed to by the complainant.

We can appreciate that the complainant

has expressed they were unaware of recent charges and in a gesture of

resolution, we have refunded all automatic payments we have received

since their last manually submitted one.

It is our hope that

this is an acceptable resolution and this matter can be closed.

Please let us know if an update is received by the complainant within

your system and we will do the same should further correspondence

resolve this within our system.

Review: When I initially signed up for the service, there was a problem where my debit card was charged in excess of 8 times to the tune of 190.00 for the set up fees and my first month of service. It took two weeks for me to get my money back.Subsequently, EVERY MONTH when the payment was automatically deducted, it does not get credited to my account, I get reminder to make the payment (which has already been made), so I have to go back and forth with customer service so I can get the payment credit. As I stated, this happened EVERY MONTH. Customer service NEVER did anything to remedy the situation so it would stop happening EVERY MONTH, in spite of my pleading and the indication that I would be inclined to cancel the service.It happened again for the payment due in [redacted]. I cancelled the service, but still managed to get charged TWICE for the [redacted] service fees. Once before I cancelled, and once after.Dealing with this company has been nothing but hassle once a month when the payment gets made, but it fails to be credited to my account.Desired Settlement: I would like a refund of the two payments (one original/one erroneous duplicate) that were deducted from my debit card for November's service.

Business

Response:

Review: My Web-site was shut down multiple times by HostGator due to something called "CPU abuse." I made multiple attempts to resolve the problem, repeatedly asking for guidance as to what I was doing to address the problem was working or not. I sent at least five messages indicating I wanted this information I was not getting. I followed all the links they provided and all the advice presented to make the changes. My site was restored at the end of the first night only to be shut down once again the next day. The further advice they provided was followed to the letter, and it only seemed to make the problem worse. At this point I can only suspect that this is a scam to get me to upgrade the server I'm using, because this problem just seemed to appear overnight and they never bothered to give me any feedback whatsoever about the changes I was making.Desired Settlement: I would like my site restored to full operation, and I would like the technical guidance I requested repeatedly so I can make sure it never gets shut down again.

Business

Response:

Good Evening,We appreciate the chance to address this concern but first and foremost, we must be clear that this was in no way an attempt to pressure Mr. [redacted] into purchasing a more expensive package. Our shared and reseller servers do have limits on the amount of CPU that can be used for a given time frame and as this limit was exceeded, we were forced to take immediate action to prevent corruption of Mr. [redacted] data as well as to prevent all other customer's sites on the server from going down.We've since had a chance to work with Mr. [redacted] to provide further optimization recommendations as well as instructions on helping to address excessive requests to the site from search engines. Following these improvements and are happy to report that the site has been performing much better but we continue to monitor the situation in case of any additional issue. That said, as Mr. [redacted] has stated in his correspondences, he is receiving influxes in traffic due to an upcoming fighting event, so it is possible that a more powerful hosting solution could be necessary depending on how much more traffic comes in. While the increased expense of an upgraded solution is a downside, upgrading is the most straightforward way to avoid temporary suspensions and it is a positive sign that the site is growing in popularity.We now have established a direct line of communication between Mr. [redacted] and one of our customer service managers so we are hopeful that he will use this option to request escalated attention or contact our management at [redacted] should any other issues arise.

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 10585282, and find that this resolution would be satisfactory to me.

Review: Hostgator provides an 'uptime guarantee' for their paying customers, however, at the end of October they caused a severe outage which constituted their guaranteed uptime of '99.9%' to not apply to the month, which means that for the month of October, any customer who requests it will receive a monthly credit to their bill. Admittedly, an outage like this that causes problems for more than one business day for all the resellers and all of their clients can mean a loss of thousands of dollars of revenue for all clients, so the monthly credit is a drop in the bucket compared to the loss of business caused. There was also extremely poor communication regarding the outage.

I have opened two tickets with Hostgator's support system and it is a week later and there is still no response or activity on the tickets. Instead of giving me the refund or credit, they have billed me again.Desired Settlement: I am requesting a full debit card refund for the month of October which failed the guaranteed uptime, $26.60.

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 11/7/2014 11:18:48 AM and assigned ID [redacted]

Review: Took money out of my bank account without authorization. When called in about this was told they would fix it. The next day I was charged another ten dollars. I called again, I was hung up on. When I called again demanding a refund it was not given. This company had not been doneDesired Settlement: I want my refund and to not be bothered by them again.

Business

Response:

Good Morning,Thank you for bringing this situation to our attention. I’m sorry to see the frustration that’s resulted through our cancellation process, however I’ll be happy to ensure this gets addressed. Looking over the billing and only recent ticket for the account(QJK-32698758 created on 1/30/2015 when you contacted us), I see that we did assist you with a cancellation and offered a full refund($39.96 and $41.96, the $10 you mention was invoiced, but not billed) for your first two months of payments on 1/31/2015.Going back through our call logs I see that you did call on 12/29/2014 at 11:03pm, however only remained waiting for a few moments on hold before disconnecting the call. If you’re able to provide reference to the call you made in December where you claim to have cancelled the account I’d be happy to review that, however we actually do not allow account cancellations over the phone which our Terms of Service outlines. There also isn’t a ticket of any sort referencing that contact previously. We require that all accounts be cancelled by the cancellation form on our site or via ticket, which again there is no record of after a review of your account. I’d like to also make it clear that our Terms of Service does indeed outline the fact that payments are made recurring month to month via the credit card saved to the account.While it’s unfortunate that I’m not able to account for exactly what you’ve claimed has happened, it seems perhaps that the account was never cancelled previously. I realize too that you’re frustrated, however I want to make it clear that your tone towards our staff over the phone is unacceptable. Additionally, after reviewing your numerous calls to us on the 31st, I’d like to make it clear to the Revdex.com that at no time did our staff hang up on you. You repeatedly called in and were uncooperative as our staff asked for ticket #’s, additional information, etc to try and assist you. They were met however with anger and a general lack of cooperation, and having listened tot he calls I think handled you pretty professionally. Moving forward I would recommend that you educate yourself as a consumer when doing business with new companies and make a point of better understanding the Terms or contracts involved. Most of what you claim we did to slight you here, was put in writing which you agreed to during signup. I’m also not sure why you necessarily feel it appropriate to misconstrue the details in this situation, but given you’ve been provided a full refund at this time, we’ll consider the matter closed. Please feel free to reach out to me directly via your cancellation ticket QJK-32698758 if you have any additional questions or concerns. I’ll keep that assigned to myself, so please feel free to reach out if there’s anything at all I can assist with. I’m sorry again for the trouble and whatever you feel we did to cause such dissatisfaction here.Best Regards,[redacted]Director of Customer ServiceHostgator.com

Review: When registering domain names with this company I always make sure that the auto-renew is turned off. But their system keeps turning it back on. My bank account was just charged $60 for the renewal of domains that I did not want renewed and did not authorize. This is not the first time this has happened. I always have to fight with them to get my stolen money back. This time when I called they refused to refund my money and told me that someone "may or may not" call me back...just depends on whether they "feel" like addressing the problem or not.Desired Settlement: I want my stolen money returned to me Immediately! And without all the usual runaround and denials of their fraudulent and illegal business practices!

Business

Response:

Greetings,

Thank you for bringing this situation to our attention for review. I’ll be happy to assist you with this, though after reviewing your call to our support team last night, I want to initially make it clear that the false claims you’ve made against our company in this complaint will not be tolerated going forward. It’s unfortunate to see a customer willingly doing business with us, then turn around and slander us via the Revdex.com as we try and assist you, having not denied your refund yet during the call in any fashion.

Lying about the situation unfortunately isn’t going to help your claim, as we do record all calls, and did in fact refund the domains promptly last evening for you. I’ve also reviewed the call recording, where you very openly admit that the system does work, and that you’ve cancelled your auto-renewals. I’ve tested that as well with my own account today and found that the functionality works perfectly fine, contrary to your report here otherwise that the system continues to revert the setting. I’d like to also make it clear to the Revdex.com, that what you state regarding the agents claims and denying the refund are absolutely false and can be verified as such reviewing the recording. While the agent does acknowledge he can’t guarantee the outcome or refund, he does state the billing admins will get this take care of for you promptly.

Please also be aware that threatening our company in the future isn’t necessary, as we do operate an honest business and correct situations either when we’re at fault, or in this case where you simply neglected to cancel your domain renewals prior to them billing. As the Revdex.com system suggests as well, in the future please feel free to contact myself and the management team directly via [redacted] prior to submitting complaints, which regrettably in this case has exhausted both parties time unnecessarily.

Going forward while our staff took care of this for you promptly, and professionally, please let it be known that I will not tolerate you slandering our company in this fashion. Not only does the functionality in the system work as I stated above, but your claims against the staff are unfortunate and just dishonest, for what seems like an attempt to further your own personal gain.. Should the Revdex.com like to review the call I’d be happy to supply the recording as well to prove this point, but if you have any additional questions or concerns with the matter please feel free to respond directly to ticket # [redacted] which I’ve assigned to myself for the purpose of follow up with you should it be necessary. Otherwise at this time, given the refunds were granted and our system works fine we’ll be considering this matter closed.

Best Regards,

Director of Customer Services

Hostgator.com

Review: I had previously talked with live chat regarding hosting a [redacted], which is 100% legal, and the support said it was perfectly fine (even talked to super-visor). Then, after I migrated my site over to HostGator, the ticket technical support team said that they "don't allow gambling sites of any kind.".What's more, they said I am unable to host any more sites on their network. All my CURRENT plans are cancelled. I got NOTHING that I'd paid for, and did not violate their ToS.Desired Settlement: I no longer wish to be associated with HostGator. The support is horrible, and a refund is fair since my 3 months were cancelled within the day.

Business

Response:

Review: Hostgator guarantees a 99.9% uptime on all their servers. My server has been down due to their network issues 3 times within the past 6 months for over an hour. Their customer service is unreachable and their live chat has gone down. If you look at their facebook page, a lot of other customers are experiencing the same thing.[redacted]Desired Settlement: Either compensate me for my losses OR pay the fees associated with migrating my site to another server with a hosting company of my choosing.

Business

Response:

Good Afternoon,

We moved our website to Hostgator and now the site is gone. We asked why one of their employees changed the passwords and he said it was for security. Needless to say he did not know we already were paying for a firewall and then he suggested we get one through them (they just began as a reseller for sitelock), because the person we worked with at sitelock told us so. He then never changed our password back, we have never been able to access the site and we are still having difficult getting someone to answer phone calls. They write the logs in the help area (when you write a ticket), they write the ticket to say what makes their company look like they are doing whatever they need it to say. This is highway robbery literally and My site is loosing money for almost two months now and ongoing. We need someone to help. We hired an administrative person who said they moved the DNS to somewhere else. This is outrageous. They said they would fix it and now they are saying they can't access anything. The password is extremely difficult that we had and impossible to guess. So, sitelock and hostgator our hosting company and security were the only two who knew the password, Oh, and the guy that obviously changed it at hostgator. We have a log we asked him to not change the password and he did anyway. Now we are not able to access our site.