HostGator.com, L.L.C.

Good Afternoon,Thank you for bringing this situation to our attention.  I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you.  We’re happy to look into the matter and ensure this gets addressed appropriately. ...

Reviewing the last several phone calls you’ve had to support however I’d like to also point out a few concerns I have with the situation just to hopefully avoid such frustration in the future.What I found most concerning with this situation is that you state our staff told you that you were out of luck, which isn’t the case, however you simply would not allow them to work through this with you prior to losing your cool and hanging up on our [redacted]  I sympathize with the frustration when you thought it was addressed initially, however if you won’t cooperate with our staff it’s difficult to assist you.  To then see you state here that they refused to assist you is unfortunate as that’s not the case which our call logs support.I also noticed that when the request was opened in [redacted] you were provided a list of domain names that were to be cancelled.  Even though I realize the agent mistakenly included the domain he’d assisted you with renewing, you as a point of fact requesting that he cancel all domains that included the word “landscaping” which is exactly what was done for you.  The billing admin unfortunately would not have been aware of the mistake with the one domain of concern, but to that end you were provided in writing the list of domains at which time this could have been corrected.  To be clear as well, I’m not pointing blame at you for this and will absolutely credit the domain cost as you’ve requested, but I point this out to hopefully help you avoid a repeat in the future.  He provided the list of domains for you to double check and that clearly didn’t happen, but all the same please just double check in the future and we’ll be happy to correct any mistakes on the spot.  I realize you assumed it was good to go, but it’s always important to double-check changes with domains, as our domain agreement does outline registrations are non-refundable, which is the root of the problem here regrettably.At any rate, with that all clarified though it’s unfortunate that you’ve presented the situation here as you have leaving out much of what took place, I did credit the account for you as requested.  We do appreciate your business and hope the credit shows this.  If you have any further questions or concerns for me, please feel free to respond to [redacted] and I’ll address those personally.Best Regards,[redacted] Hostgator.com

Good Morning,
Thank you for reaching out to us regarding the 99.9% uptime guarantee and your troubles last week.  Though it’s certainly true a planned OS update to reseller servers caused service disruptions for many reseller customers, the notion that we’re not honoring our...

guarantee is simply not correct.  We do in fact maintain such uptime on most all of our shared/reseller servers month after month, and though I believe you may be assuming 99.9% uptime guaranteed means our servers have a redundant backup/failover, that’s simply not the case, nor is that how we advertise the guarantee.
For clarification sake I’ve included Section 15. Uptime Guarantee from our Terms of Service [redacted]
“15.Uptime Guarantee. ?If your shared or reseller server has a physical downtime that falls short of the 99.9% uptime guarantee, you may receive one (1) month of credit on your account. This uptime guarantee does not apply to planned maintenance. Approval of any credit is at the sole discretion of HostGator and may be dependent upon the justification provided. Third party monitoring service reports may not be used for justification due to a variety of factors including the monitor's network capacity/transit availability. The uptime of the server is defined as the reported uptime from the operating system and the Apache Web Server which may differ from the uptime reported by other individual services. To request a credit, please visit [redacted] to create a support ticket to our Billing department with justification. Uptime guarantees only apply to shared and reseller solutions. Dedicated servers are covered by a network guarantee in which the credit is prorated for the amount of time the server is down which is not related to our uptime guarantee.”
As promised by this agreement, I see our staff provided the credit to you in ticket #[redacted].  Due to these we may simply need to agree to disagree on the fact that we do stand behind the agreement, nor that it’s in any way fraudulent.  Had we neglected to provide the guaranteed credit that would be an entirely different situation, though we have and always will stand behind our service in this fashion.  With that all clarified, I do also understand that the outage likely put your business on hold last week and want to do what we can to hopefully gesture our interest in righting the relations.
At this time I’ve applied an additional two months of credit toward your hosting account.  If you have any further questions or concerns with the credit itself, please let us know via your previously opened customer service ticket #[redacted].  We do absolutely appreciate your business and want to make right on this as we move forward, so while we may not agree on the guarantee or it’s use itself, please let us know if we can be of any further assistance.
Best Regards,
[redacted]
Director of Customer Service
[redacted]

[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. Management has been an immense help to me, and very fast to respond. I even had to contact them about a second website of mine experiencing the same issue days later, which was corrected within half an hour of me emailing them. The individual I was working with was very thorough in their evaluation of my problem being completely resolved. And all of this was done without even mentioning that I'd be getting free service for the coming months (something I didn't request, but won't argue with). While I would like to have avoided this matter altogether by being helped appropriately by any of the other reps I dealt with along the way, this was still appropriately seen to in the end. I now feel the barriers to help that I encountered were simply the result of chat reps giving out responses which got me out of their hair quickly, and not a problem with the way Hostgator itself operates. I misunderstood my problem, because I was given bad information by CSR's; not because Hostgator's business practices are shady. And I'm beyond grateful for the amazing assistance I received with regard to this complaint.

Hello,We were sorry to hear that the hosting service [redacted] purchased did not meet her needs.Our hosting packages as stated in the Terms Of Service that was agreed to at the time of purchase offer a 45 day money back guarantee.  Packages that are cancelled after the 45 days would close at the...

end of the billing cycle.  Our Terms of Service can be reviewed at https://www.hostgator.com/tos[redacted] has been a valued client since 2013.  To resolve this amicable we have submitted a prorated refund request for the hosting package in question.  Unfortunately due to the age of the purchase the refund could not be returned to the funding source and we have asked [redacted] for direction on how she would like the refund sent.At this time we ask that [redacted] please reply to the recent e-mail communication with how she would like to proceed with the refund along with any questions that she may have and we will be happy to offer assistance.

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

We were sorry to hear about Mr. Wilmas experience with the new hosting package and that it did not meet his or his clients needs.  We were also disappointed to hear about the interaction with live support and have forwarded that information to have the call reviewed.The hosting package in...

question has been canceled and as provided in the 45 day money back guarantee a full refund was issued.  At this time we have not received any follow up concerns or questions from Mr. Wilmas.  If any should arise we ask that Mr. Wilmas please respond back to our recent e-mail communication or contact our management team at [email protected] and we will be happy to offer assistance.

Hello,We were sorry to hear that the hosting package did not meet Mr. [redacted]'s needs.Hostgator offers a 45 day money back guarantee on all shared hosting packages.At this time all invoices have been refunded and we have not received any follow up questions from Mr. [redacted].  If any should...

arise we ask that Mr. [redacted] please respond back to our recent e-mail communication or email our management team at [email protected] and we will be happy to offer assistance.

Greetings,Unfortunately Mr. [redacted] has rejected the complaint but again has provided no evidence to support his claims and again has provided inaccurate information. Our cancellation forms do generate a traceable ticket which is the entire purpose of the forms - to create a ticket for our staff to have on record. Contrary to Mr. [redacted]'s claim, these tickets are also available for the customer to review within their billing account. Additionally, with every live chat we provide our customers with a chance to receive a copy of the transcript. We have reviewed all live chats and e-mails relating to this account and found no evidence to support his claims, which is why we have inquired for him to furnish any evidence to support his reports. Again, he has rejected this response and has still been unable to support his reports. When customers request cancellation following a recent payment we do return the funds to the customer as we do not have contracts so we also reject his implication that our refund assumes responsibility for Mr. [redacted]'s failure to cancel all of his accounts previously. At this time the complaint has been resolved as the desired settlement has been provided.

Good Afternoon,While we certainly always want our tickets
handled as quickly as possible, our migrations are offered as a courtesy
service and a time frame is not guaranteed. This information is
available both within our terms of service as well as on the migration
form used to request the...

transfer. As such, when we do receive large
amounts of migration requests after running sales, these requests
unfortunately get delayed as we work through the transfers in the order
they were requested.In regards to the report that no support
tickets were answered, we've found that there were 3 tickets submitted.
The first ticket was a migration request and an additional ticket was
submitted asking for us to complete the migration. As that was
considered a duplicate request, it was placed on hold. The third ticket
was to request assistance with an error on the account however an update
was sent by [redacted] stating that the issue was resolved so this ticket
was also placed on hold. To summarize, this means that there was only a
single actionable support request which our migrations team did respond
to but unfortunately this was delayed more than we would wish.We
understand that [redacted] was hoping to get the migration done as quickly
as possible as the hosting package at the original host was expiring and
would require payment for renewal. We apologize that we were unable to
make that deadline for [redacted] but as requested, we have canceled the
account and provided a full refund. If our services are ever tried
again, we wanted to point out that [email protected] is available
to request escalation on urgent matters or deadlines.If there
are any issues with the refund or additional questions we can assist
with, we ask that [redacted] please replies back to our recent e-mail or
contacts our management at [email protected] and we'll be happy to
help.

[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 11863943, and find that this resolution would be satisfactory to me.

Good Morning,As was explained to you on 1/1/2015 via your open
ticket with our cancellations team [redacted], refunds processed to
credit cards can between 5-7 days to process back.  Though I understand
your frustration, it's only the 5th and technically today would be the
second business day of that 5-7.  I would expect the refund to process
sometime this week, though at the latest early next week, the 12th being
the 7th business day.  Often it doesn't take this long, though is
dependent on the destination our processor sends to, meanings it's
unfortunately outside our control once processed.For reference
I've again provided you with the transaction ID's which show the total transactions refunded, totaling the amount you noted is correct in the complaint.  Though maybe that was missed in my last response and in the ticket responses to you from Sara, with a little
patience I can assure you, you will indeed receive your refund which was processed last Thursday in the correct amount.[redacted] - $41.69 and $1.54 refunded[redacted] - $41.74 refundedBest Regards,Joshua M[redacted]Director of Customer ServiceHostgator.com

[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.  I appreciate extending the refund to me based on the circumstances, however I would like to point out that the ticket was created because I asked a couple times to escalate to the manager, the agent failed to offer the ticket as an option and was adamant on refusing the refund and leaving the matter as is.Once more thank you for your support 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.  
Complaint Detail / ProblemComplaint Type:Billing or Collection IssuesselectProblem:Every year for the last couple of years, HostGator have failed to renew my .CA domain which is hosted by them. This caused the domain to go into redemption as their renewal invoice has a due date of Jan 1st, 1970. This means downtime for email and our website- costing us money- let alone all the extra costs that we have to incur with HostGator to get our service restored.TranslateDesired Resolution / OutcomeDesired Resolution:Billing AdjustmentselectDesired Outcome:I would like to be refunded for all extra costs incurred the last tho years, and I need my website and emailed restored.

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,
  This response is pretty inaccurate. I literally responded to the email they sent me stating that my information was incorrect (which it wasn't) for the [redacted] documents and they didn't respond back to me even up until this point over a month later. They also ignored me time and time again when I did contact their affiliate support email. They literally responded to me just 1-2 times when I emailed them at least 10-20. This response is a freakin joke. I can't believe they don't have the [redacted] to admit they are wrong. They try to blame me when I called, emailed, live chatted over and over and over again. I would love if they could show me proof of the affiliate support ongoing emails they claim to have here. The real reason this all happened is because they changed their system to a new affiliate portal and it delayed payments, but God forbid they admit that to the Revdex.com. They have to make themselves look good and caring here. Their Revdex.com rating should be at best a D. I finally got paid after waiting so [redacted] long and I never want to deal with this joke of a company with something like this. Hostgator has some freakin nerve ignoring me over and over and over until I reach out to the Revdex.com than coming up with numerous lies here after I brought you thousands of dollars in customers. What a joke.

[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 even if this could have been solved this way from the beginning as it was requested. Regarding the personal data stored on my site, this was the same data stored on a [redacted] for which I've provided links in order for HostGator to be able to crosscheck (the site had also english translation). As mentioned before my issue was not that the site was blocked first time, the issue was that it wasn't unblocked after I provided evidence that all the info was public information and then they refused the refund.At this moment, I've got my refund and moved my business elsewhere so the current resolution is satisfactory to me.Thanks,[redacted]

Greetings,Thank you very much for reaching out to us on this matter and we regret to hear about the issues with the delay in our verification procedures. At this time we have extended your hosting package renewal date by a week due to the delays with this process. The renewal date was 07/26/2019 and...

we have extended that to be 08/02/2019 since the start date can not be adjusted.The agent that was discussing this issue through our support did not have the authority to make the adjustments that were requested. We have also sent you a follow up to this matter via our ticket system. This ticket has been assigned to the customer service management team and can be used as a means of direct communication with us if you have any further feedback or concerns for us.

Good Evening,Thank you for the chance to address these concerns.We were sorry to hear Ms. [redacted] had such a frustrating time canceling her services with us and we have taken time to review the related conversations for a better understanding of the situation. That said, before proceeding we must point...

out that contrary to the information in the complaint, we do actually allow our customers to remove their credit cards from our system at any time directly through their billing account which can be confirmed here : http://support.hostgator.com/articles/pre-sales-policies/billing-account-changes...⇄ review of the conversations in question, we have found that Ms. [redacted] had purchased three services from us - one hosting package as well as two domain registrations. During the call mentioned in February, our agent assisted Ms. [redacted] in submitting a cancellation request for the hosting package. Once that was processed, our cancellation department replied back to Ms. [redacted] stating that her hosting account had been canceled, and that if she also wished to cancel the domain registrations, to please reply back to the e-mail to let us know.Unfortunately we never received a response back on that e-mail and did not hear from Ms. [redacted] again till September at which point she had received e-mail notifications stating the domains would soon be renewed. During this call, our agent did walk Ms. [redacted] through toggling the auto-renewal feature to off, however our agent was mistakingly under the impression that this would automatically delete the related invoices. We've made sure to follow up with our agent to ensure this mistake is not made again and at this point we have refunded both domain registrations back to the card used. We've also confirmed that all services are canceled and all credit card information has been removed, meaning there is no chance for further charges. We have made sure to follow up directly with Ms. [redacted] with this information so if we can be of any further assistance, we ask that she please replies back to our e-mail or contacts our management directly at [email protected].

Good Afternoon,We are sorry to hear Mr. [redacted] has had a frustrating time canceling his accounts, however after review of our records, we have not found all information in this complaint to be accurate. To provide background information, Mr. [redacted] had 3 separate hosting accounts all opened...

under separate e-mail addresses which were not linked. As per our terms of service, our customers agree to submit a cancellation request through our request form ( https://hostgator.com/cancel ) for each account opened.We have found no communications from Mr. [redacted] that mention canceling additional accounts, nor did we receive a request to search for additional accounts using his contact information. We have spoken with Mr. [redacted] over the phone to request more information on this claim, but unfortunately he was unwilling to provide any evidence to support these reports. Additionally, the price increase reported was due to the fact that we provide an initial discount on new packages which will then renew at the full price once the initial billing cycle has ended. This information is available upon checkout and also within our terms of service.At this time we have fully canceled all hosting accounts associated with Mr. [redacted] and have confirmed with him over the phone that no accounts were opened using alternative contact information. We have also refunded the most recent payment in full as the account was being canceled, however this was not a fraudulent charge as the account had not been requested to be canceled before the payment was processed.If we can be of any further assistance with this matter, we have provided Mr. [redacted] contact to get back in touch with our management directly.

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.  
From: [redacted] Sent: Sunday, February 14, 2016 10:03 AMSubject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] The garbage has not stopped.  Most recent message claimed to be from the [redacted], with an attached virus.  It was followed by some inane [redacted] request or something along those lines.  A phone call to Hostgator put me in touch with Kavrin who basically refused to do anything.  So much for always being able to call and get resolve.  In my personal experience Hostgator is nothing but a spam haven.  I've never received anything other than garbage or excuses.  I'll continue to file formal complaints with [redacted] and [redacted] and I will also forward the offending message to Hostgator.  Companies like Hostgator have basically negated a very valuable communication tool with this trash.
Regards,

Good Morning,Thank you for reaching out to us regarding your recent cancellation troubles.  I'd like to first and foremost apologize for any trouble you experienced, however there are a few concerns I have with your complaint given the cancellation form specifically states cancellations will be...

processed within 72 hours, which it was in fact once you submitted a cancellation request.  Though I can't say for certain why you experienced issues with the form, given it does in fact work properly and consistently whenever I test it, the form also specifically states not to assume the request is received and your account cancelled unless you receive a confirmation email from us, which it appears you did not.  I'm sorry you assumed otherwise, neglecting the matter and thus resulting in a delay, but at the same point had you simply contacted us the first day you experienced a failure with the form, we could have helped you submit that and processed the account cancellation likely on the spot or within the hour at least.  To be clear since it appears you believe otherwise, we definitely don't mean to keep accounts active beyond the time a customer wishes to cancel and would be happy to offer a refund to correct such a problem, but at the same point we do need communication with you if you're having troubles.  With that said, though I think our form does a pretty clear job of outlining the process, I do see the account was cancelled within the 72 hour window.Please let me know if you have any further questions or concerns.  I'd be happy to address these with you personally, and will keep ticket [redacted]0 assigned to myself directly for that purpose should you need to contact us for anything further.Best Regards,[redacted]Director of Customer ServiceHostgator.com