HostGator.com, L.L.C.

Good Afternoon,Thank you for reaching out to us regarding your recent frustration and confusion with our [redacted] software.  I'd like to apologize first for the lack of movement you've received on this through support, but will be more then happy to assist you and involve [redacted] development to...

ensure we get this addressed and your SSL working properly.  I do want to clarify some points of confusion however, as it appears you're under the impression that we directly develop our instance of [redacted] "Pro" which is actually a resold version of the software [redacted] provides us directly.  Though we're definitely looking forward to moving in the direction of [redacted]'s own updates, that's not something that can be promised till later this year.With that point clarified, though we're sort of stuck waiting at the moment till they provide the updates, if you can please email me more information about the situation I'd be happy to look into this and ensure the SSL issues are resolved.  Though it may involve additional involvement beyond our normal support, it shouldn't e an issue to nail this down for you.  Please feel free to email me the details directly to [redacted] and my apologies for asking you to email that information, though I'm not finding any billing account with your email or contact details.Look forward to working through this with you and if you have any other questions, please include those as well!Best Regards,Joshua [redacted]Director of Customer ServiceHostgator.com

Good Afternoon,After investigation of this report, regrettably we did find that although the domain name was setup for automatic renewal, unfortunately there was an error in our automated system which incorrectly generated the invoice with an invalid due date. Since the due date had already passed,...

our system did not automatically try to charge the card on file for renewal of the domain.Once our staff was informed of this issue, due to the incorrect due date, the invoice was not seen in the recent payments so our billing administrator created a new invoice for $25.00 to allow for payment/renewal. After it was determined that there was an original incorrect invoice that had already been paid, the $65.00 invoice was created to pay the remaining amount to take the domain out of redemption which is a $90.00 cost. At this time we have confirmed that the domain has been renewed and have also provided a full refund of the redemption costs totaling $90.00. We have also had a chance to reach out to [redacted] to provide more information on this situation and although we have not heard back yet, we hope this is a sign that the matter is now considered resolved. If not, please let us know and we'll be more than happy to take another look at the situation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[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
[redacted]

Hello Again, I just wanted to check in on this one as it's been several days since I reached out.  We're sort of in limbo with this till the customer confirms she's migrated her accounts and cancelled everything.  I'll send her an email to check in, but just to briefly summarize the situation again: She came to us in [redacted] with reports of compromised sites.  Those were scanned and we discovered she was running out of date [redacted] installs on most of her resold accounts.  That's pretty concerning for her clients as a reseller as she should be taking care of those software updates, however after a delay with our security queue she demanded credits, which I offered and she later turned down stating she was cancelling.  I agreed to provide her a refund back several months and get backups archived for download, however she never responded to me for assistance.  Several days after that she did call in, and our frontline staff backed up her accounts, but we've then not heard back in 10 days.  Given this situation resulted from her own negligence and could have been avoided had she done her due diligence and kept the software current, I'm just concerned with our accreditation rating being held over the fire while we wait for her to make arrangements, migrate and cancel.  I think we've been pretty fair given she's complained in the past as well, but we'll definitely get her a refund when she's ready.  Just getting a bit anxious since it's now [redacted] and still unresolved on her end.   Best Regards, [redacted] Director of Customer Service The Endurance International Group Hostgator.com — http://support.hostgator.com Follow us on twitter — @Hostgator and @HGsupport

Hello Again,I’d like to make it immediately clear to you that I have indeed already read through these chats several times trying to gain an understanding of where the confusion came in here, however the chats do little more then solidify the point I made prior, in that you were unable to locate the proper account information needed to verify your account.  During the course of you guessing various email addresses to gain access and verify the account, the staff did eventually find an account and apparently recommended a DNS change mistakenly, however this is the result of your own lack of organization with what appears to be numerous billing accounts/email addresses.  I do certainly recognize that that the changes resulted in a brief downtime, though at the same point without prior knowledge of your accounts it’s difficult for our own staff to keep track of these for you.  Especially when you’re providing us with email addresses that do pull up account un-related to this situation.I apologize if we can’t agree fully on this with the above understanding, however I think your chat transcripts support my own explanation above.  While I realistically don’t believe we owe you credit for this, as better organization of your own email addresses and business would have prevented confusion, I do want to be fair with you.  I also realize this occurred over the holiday and was likely not what you intended to do with your time.  Though our 99.9% uptime guarantee wouldn’t typically cover an event like this, I’ve gone ahead and provided you a credit towards next months service.  I’ve also provided an additional month simply as a gesture of good faith, but that will be the final extent we’re able to compensate you on the matter.  If you’d like further assistance with your various accounts please feel free to reach out to me directly.  I’d be happy to try and make sense of them all so this confusion is avoided in the future.  jm[redacted]@hostgator.comBest Regards,Joshua M[redacted]Director of Customer ServiceHostgator.com

Good Morning,To begin we'd like to offer our apologies for the recent temporary suspension. While we of course never like to suspend our customer's sites, when shared hosting is in use, we do have a responsibility to ensure that the server remains online and functional for all customers hosted on...

that server. In this case, the account in question had exceeded our CPU usage limits which can cause issues for all other customers on the server and if the account is allowed to remain active, can potentially lead to the server going down as well as data loss. The CPU limit in question is outlined in our terms of service which is agreed to when signing up for an account, however in this case, unfortunately we have found that our automated system did not automatically send a notice informing our customer that the account was temporarily suspended. This was entirely unintentional and we have since corrected the issue to ensure that notifications are sent when CPU limits are hit. Following the contact to our staff, the account had been reactivated with all restrictions removed, however as the account continued to exceed these limits, unfortunately we have had to reinstate these restrictions until the site is either optimized or moved to a dedicated server where resources are not shared with other customers.If we can be of any further assistance with this issue or if we can ever help escalate any urgent matters, our management can be reached at [redacted]@hostgator.com.

Good Morning,Thank you for bringing this situation to our attention for additional review.  I'd like to first and foremost offer our sincerest apologies for the inconvenience and frustration this situation has likely caused you, but reviewing the open ticket on the matter it appears hopefully...

that everything did end up resolved in the end once the tickets were escalated appropriately.  Given the trouble and delay initially getting this investigated and resolved for you I did also want to provide a credit which you requested in the complaint. We do absolutely stand behind our shared services with a 99.9% uptime guarantee, and while the issues with the hash authorization keys and your third party software aren't necessarily covered by that guarantee, I do want to help ease the burden of this days downtime.  I've applied a three month credit towards your account at this time, and once the hosting renews, the credit will apply automatically towards that payment.  If you have any further questions, or concerns please feel free to reach out to me directly in ticket [redacted]Best Regards,[redacted]Director of Customer Service[redacted]

Hello,I just wanted to follow up since it's been a few days since [redacted] had the refund corrected for you last week.  I trust you got her email and clarification on the error they made.  Our sincerest apologies for the trouble, though if you have any questions or concerns please don't hesitate to contact me directly in [redacted] which I'll keep assigned to myself.Best Regards,[redacted]Director of Customer ServiceHostgator.com

Good Afternoon,We've since had a chance to work directly with [redacted] on this matter and to provide a bit of background information, we actually no longer allow account credits to avoid situations such as this. At the time the account credits were added, it was stated in our terms of service that...

account credits are non-refundable which was the reason for the initial denial, however since we are no longer accepting account credits, we've gone ahead and provided a full refund of [redacted]'s payments. I have a direct line of communication with [redacted] where I've received confirmation that the refund has been received, however if there is anything else we can do to address this situation, please let us know.

Greetings,In regards to this complaint, unfortunately there seems to be an impression that we have guaranteed a time frame for our migrations. To clarify, our migrations are considered a courtesy service and we make no guarantees on how long this process may take. This information was agreed to when...

the account was purchased, and the information was also stated on the migration request form which was filed out by Mr. [redacted]. http://hostgator.com/tos=======================================3. TransfersOur Transfers Team will make every effort to help you move your website to us. Transfers are provided as a courtesy service. We do not make any guarantees regarding the availability, possibility, or time required to complete an account transfer. Each hosting company is configured differently, and some hosting platforms save data in an incompatible or proprietary format, which may make it extremely difficult, if not impossible, to migrate some or all account data. In some cases we may not be able to assist you in a transfer of data from an old host. The free transfer service is available for thirty (30) days from your sign up date. Transfers outside of the thirty (30) day period will incur a charge; please contact a member of our Transfers department to receive a price quote. In no event shall HostGator be held liable for any lost or missing data or files resulting from a transfer to or from HostGator. You are solely responsible for backing up your data in all circumstances. =======================================While we certainly always want migrations to be completed as soon as possible, considering that we did not guarantee Mr. [redacted] a time frame on when the migration would be complete, we are not under any obligation to pay for the original service with a 3rd party provider. We have since contacted Mr. [redacted] and let him know that while we would be happy to escalate the migration request for immediate assistance, we would not be responsible for his payments to another company. This offer was refused and instead a full refund was requested which has since been provided. If there are any remaining concerns we can address about migration time frames not being guaranteed, we ask that Mr. [redacted] please reply back to our current e-mail thread or contact our management directly at [email protected].

We were sorry about the concern that Mr. [redacted] had in regards to his purchase of a Hosting package.In reviewing the information provided by Mr. [redacted] the offer to create a website was not made by a salesperson in the employment of Hostgator or a representative of Hostgator and there was no...

representation that Hostgator would be building or providing a Website for Mr. [redacted].  The person does appear to be enrolled in our affiliate program which we have asked our affiliate team to review the affiliate account in question and ensure that they have not breached the terms of service for that program.The information that was provided by Mr. [redacted] did indicate that there may have been an agreement between that person and himself and although the other party may be an affiliate any agreement would be between that person and Mr. [redacted] and Hostgator would not be a party to it.We were open to discussing a refund of the service and Mr. [redacted] has indicated that he would like to keep the hosting package that was purchased.  If Mr. [redacted] has any additional questions we ask that he please respond back to our recent e-mail communication and we will be happy to continue the discussion.

Revdex.com:
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]
 
Their invoicing system reported a full charge, oddly enough, but my...

third party processor reported the credit.
Regards,

Good Afternoon,Thank you for reaching out regarding the trouble you’ve experienced recently with your website.  I’m sorry to hear of the inconvenience this may have created, however it’s no problem to look into the situation and ensure it’s resolved fairly.  Reviewing the account support...

history I see that you requested a migration take place on 02/04/2014.  After attempting to clarify which site you were needing transferred we never heard back from you after 02/06/2014 unfortunately, so it appears quite likely that the migration itself wasn’t completed.  Regarding the domain name you’ve mentioned it seems the domain isn’t registered with our registry nor pointed to our servers currently.  There’s little more we can do from this end to explain the situation, however the site does load for me currently and it appears the DNS was updated recently as shown below:fwhois [redacted]Whois Server Version 2.0Domain names in the .com and .net domains can now be registeredwith many different competing registrars. Go to [redacted]for detailed information.   [redacted]
   [redacted]
   [redacted]
   [redacted]
   [redacted]
   [redacted]
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>>> Last update of whois database: Mon, 29 Dec 2014 19:57:52 GMT <<<If you can provide additional clarity to the situation I’d be happy to look into this further, however after a review it appears the migration was neglected by you after we’d reached out to try and clarify the confusion with domain names.  Though I’m not opposed to providing a credit if we dropped the ball, at this time that doesn’t seem to be the case looking over the ticket history.  I’ll reach out to you directly via email so we can work through the details, and look forward to hopefully resolving this with you.Best Regards,Joshua M[redacted]Director of Customer ServiceHostgator.com

Good Afternoon, We were sorry to hear of the trouble canceling this account, however after review of the account we do see that the domain name has similarities to the e-mail address we were contacted on and we did find that the account had received traffic/visitors. Although we also found that...

the billing address matched what we were provided on the complaint, we understand that the account was no longer necessary and that Mr. [redacted] did not authorize anyone to setup this account on his behalf and have therefore refunded the most recent two payments made. We were also sorry to hear that there was trouble reaching a representative over the phone, however we must clarify that we do answer every call we receive. In this case it looks like the call lasted for about 13 minutes and while we definitely strive to answer each call quicker than this, at times our waits can fluctuate. Regardless, we have now refunded the recent payments and removed the card so it will not be charged moving forward.If we can be of any further assistance with this account, our management can be reached via [email protected] where we'll be happy to help.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
Thank you for responding however your response was incorrect. Since the only way to contact the Affiliates is by email, they were 1st contacted on April 10th 2015 not address to [redacted] at this time because there was no name to enter. No one answered back emailed again on the 23rd and then on the 28th, I can forward all these emails to you if needed. It took all the way until May8th before there was a person that responded back which was [redacted] However then she stated after all that time of no response, I now have to fill out a new form (W-9) which gave me no ways to send it but scanning it and emailing it back, well my scanner didn't work and I had to try to take a copy of it she sent back stating this may not work but no other means to send it. I called 3 more times to try and get a fax number, the Cust Serv finally gave me a number to ax it to. Did that on the 11th and she stated they would be sending it right away and that was it. Still waiting and the only response is when we contact her, and sometimes not even then. This whole time you were having system issues, she was telling your other reps to state that she was waiting on the financial Dept to approve the money, which I was wondering why they would have to approve something that was stating we already received the money on the 6th of May, before she even advised that we needed to send the W-9 1st. 
[redacted] MatarMay 11to meHello,Thank you for that information. I'm not certain if a picture will work or if we need a scan, but I will let you know if we need anything else. The account shows paid but it was held because of this tax reason. We will try and get that payment to you asap. Thanks,[redacted]2nd [redacted] MatarMay 14to meHello Teresa,We were already able to confirm the image you sent initially. Payment should be on its way shortly. Thanks,[redacted]I have not heard from [redacted] since this message personally, so I advised her this was very unprofessional and will not be accepted. I am recommending people to your company and this is not a good look, for either 1 of us. Now I'm glad you do by email because according to your records it would have shown I was incorrect when I was not. Please try to complete this transaction quickly as you can see it's been a lot longer than you thought.Thank you,[redacted]

Hello,We were sorry to hear about [redacted] experience with the domain renewal and the confusion in regards to that process.When the account was cancelled our cancellation team had followed up in the cancellation ticket and requested that [redacted] reply back if he would like to cancel the...

domain.  Unfortunately we did not receive a response that the domain was also to be cancelled.  A domain is not cancelled without the registrant's express permission due to a domain being a separate product from the hosting and being transferable to another hosting or related service.The domain was currently set to auto renew in [redacted] billing account and all products automatically renew unless the product is cancelled by written request.We did contact [redacted] and he did provide a copy of the courtesy notices that are sent out by the domain register to the domain whois contact information provided by the domain registrant.  Although this was a courtesy notice we do understand that this did cause some confusion for [redacted] and we have refunded the domain renewal.For clarification the information in regards to the domain renewal and invoicing was available through [redacted] billing portal.At this time we have worked to clarify the situation with [redacted] and refunded the domain renewal.  We have not received any follow up questions or concerns. If any should arise that we can assist with we ask that [redacted] please respond to the recent e-mail communication or contacts our management team at [email protected] and we will be happy to continue our conversation.

Good Afternoon,We always appreciate a chance to review our customers experiencing and in this case, unfortunately we did find that the agent [redacted] spoke with did not accurately explain our policies or how renewals work. We've since had a chance to forward this finding to our agent's supervisor...

so we can spend time working with this employee to ensure they are aware of how to properly explain or renewal procedures. To help clarify the situation, it will help to know that [redacted] has two products with us. One of the two services was a domain name registration. As one would expect, once the auto-renew feature has been disabled on the domain name registration, we will not invoice a customer's account meaning any cards on file will not be charged.That said, we assume [redacted] contacted us because she received notice that an invoice had been generated for renewal. The reason for this notice was that the 2nd product purchased from us was for hosting services. Our hosting packages do not feature an option to click to disable auto-renewal. Instead, if a hosting package is no longer needed, we ask that our customers request cancellation using our form located here [redacted]While our agent did not make it clear that auto-renewal only applies to the domain registrations, our agent did correctly inform [redacted] that in order to cancel the hosting package, that the form mentioned above will need to be submitted. Unfortunately there also seems to be an impression that we report unpaid invoices to credit agencies however this is not the case. Also, the complaint mentions that [redacted] has requested cancellation previously. We have no record of this request so we've attempted to discuss this situation further with [redacted] but our calls and e-mails have not been answered. At this time we will need [redacted]'s confirmation on the cancellation request via phone or in response to our e-mails to ensure that the Revdex.com complainant is the actual account owner. Alternatively the cancellation form can be submitted as well. If [redacted] did not receive our call or e-mails, we ask that she please contact our management at [email protected] and we'll be glad to finalize the request with her.

Good Afternoon,Thanks for the chance to address these concerns.We've since had an opportunity to investigate this complaint and first and foremost would like to confirm that the migration has been completed. We've also followed up with [redacted] to ensure that all has gone well following the...

migration but have not heard back on either of our e-mails.In regards to the concerns raised, we have not found that the request had been open for three weeks as claimed, but rather that the request was submitted on the 8th of April, 2015. That said, please note that our migrations services are offered as a courtesy to our customers and are not guaranteed. We also do not promise a time frame on when these courtesy migrations will be completed. Additionally, we do not require a customer to use our courtesy migration services as they are more than welcome to perform this work themselves, or hire an outside developer. While the response time here was not ideal, we are confident our rates are considerably lower than the rate the majority of independent developers would charge for this type of work, which hopefully makes the trade off worthwhile. We do offer qualifying new orders a free courtesy migration, however these migrations must be requested within the first month of purchasing the hosting package, which in this case was nearly 3 months prior. Regardless of that requirement, as a courtesy for the delay in providing an update on the request, we've waived our typical fee for migrations requested outside of the initial 30 days.We have not yet heard back from [redacted] on our e-mails so we are hopeful the request is considered resolved, however if not, we ask that he please follows up on either recent ticket or contacts our management at [redacted] for escalated attention.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  
Hostgator worked with me in a timely manner and did not let this issue go unattended. I would also like to thank them for understanding my actual frustration in this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Received refund notice via [redacted].  Did not hear anything from customer service regarding ticket and if my account has been permanently closed.  Please verify so I can accept the offer.
Regards,