Hostpapa Reviews (%countItem)
Hostpapa Rating
Address: 5063 North Service Road, Burlington, Ontario, Canada, L7L 5H6
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I have a Small construction business. I needed a website that I could use as a portfolio. I did my website myself with ***. I have used *** hosting for years. Their support is prompt but they charge if they want to fix something.
I switched to HOSTPAPA after I made a little search. Their uptime is the top. Their servers are fastest and steady which you really need.. Their support are absolutely prompt and so friendly. They never charged me. Some times I mess my website badly by mistake and they immediately take action. God bless them.
Cpanel absolutley amazing. I m truely happy with their service.
They are not EIG owned.
I wouldn't think twice if want a *** hosting.
We wanted to move our business website from another provider to Hostpapa, just end of October 2019. Hostpapa promised a smooth transfer. What was supposed to take some hours maximum was not finished within 2 days, with unbelievable *** issues, like transfering files only but not the database. We had to open many support tickets to get things fixed, and then we weren't able to receive email for more than a full business day. Support tickets are answered within a day, but not within minutes as to expect. The chat is useless, since the people on the chat are only the desk clerks, forwarding everything to the technical support. It was a crazy odyssey, and after less than 2 days, we stopped everything, cancelled and moved back to where we came from. The cancellation was confirmed, and that should be it.
But 2 weeks later, Hostpapa bills us for a new complete month of service, and charges our credit card right away. ***
If you want to hook up with a medium speed hosting, the worst customer support imaginable, and a billing department which keeps billing you for cancelled services, go ahead.
Hello Volker,
We are very sorry to see that your experience with us has resulted in a 1 star review.
First and foremost please allow me to apologize for the inconvenience incurred, we pride ourselves on having a smooth migration and customer on-boarding process however in this case there were internal checks that should have been carried out post-migration that were not; we will use this as an opportunity to learn from and to review our internal processes to ensure that such an issue does not happen again in future. There were also instances where support could and should have been provided quicker, again this is something we are going to review. Reviewing your account history we do show that the migration was complicated by the previous web hosting provider using a very old server with extremely outdated versions of *** and ***, this meant that following the migration certain configuration tweaks and minor systems administration work was required in order for the website to function on your HostPapa VPS, we handled these changes on your behalf despite these being outside the standard scope of support. Additionally minor issues such as propagation were expected to be resolved instantaneously however this can take a little time to process globally, unfortunately this was not acceptable for you and despite our best efforts to explain this ultimately the whole process was reversed with your DNS pointed back to your previous provider. Following this a cancellation request was submitted, I would also like to extend my apologies for the delay in completing your cancellation and refund, this has been fully processed with a full refund issued as of Friday 8th November 2019.
We wish you the very best for the future and once again please accept our sincerest apologies that your move did not work out on this occasion.
richard m is *** not replying to my 3 email after he requested a reply - *** - they pretend to do things correctly but nobody can tell me the name of richard's boss ! *** - I am leaving them and they are making it difficult for me to do so - j
Hello Michael,
We are sorry to see you go, but as we have confirmed multiple times we are happy to provide assistance. In fact all that we have done since your initial complaint was raised in August 2019 has been to try and assist in turning things around for you, however on a number of occasions we were either met with no response at all or responses that were irrelevant and personally *** to staff, resulting in further delaying resolution. As you had stated that you would be leaving HostPapa and had issued threats of chargebacks and legal action against HostPapa we issued a full refund at that time, including domain fees which are not usually refunded under our money back guarantee, to try and provide further reassurance that we took your complaints seriously while we were trying to get to the bottom of the issues being raised, with bring the matter to a satisfactory resolution being the ultimate goal for all involved.
Members of our management then team reached out no less than 7 times to try and assist, offering phone based support and ticket based support, and this was rebuffed on each and every occasion; unfortunately we cannot provide assistance if you are not willing to cooperate in providing information as to what the issue is. Reviewing all chats and tickets with HostPapa this theme continued throughout each interaction, in each instance we have done all within our power to assist but we are unable to do so if appropriate information is not provided to troubleshoot and assist further.
On 15th October 2019, we reached out again to bring this matter to a close - either via the re-payment of the previously refunded fees, should you wish to remain with HostPapa; or via the closure and cancellation of your account, we even offered to provide a further 30 days for this to happen - despite the previous threats and refund that was issued as a result, ultimately we were providing service without payment having been received. We reached out no less than 12 times in trying to ascertain how you wish to proceed, unfortunately each and every occasion was met with questions that were either answered previously or were not relevant to the matter being discussed, at no point was the requested clarification regarding staying or leaving received.
Almost 2 weeks later, on 28th October 2019, we again requested confirmation regarding your intentions and confirmed that if this as not received we would go ahead with the cancellation and closure of the account in 30 days time as payment had already been refunded following earlier threats to cancel and issue chargebacks. Unfortunately, once again, no confirmation was received and further questions were raised which had already been answered on multiple occasions previously; as confirmed in the earlier response we would take this as confirmation of intention to leave HostPapa and this was confirmed in our next response. Following this we received multiple responses from yourself regarding transferring your domain away which resulted in your ticket being pushed down the queue on each new response, when our management team reviewed your ticket we found that assistance had already been provided by Live Chat, as such no further response was required at that time. Overall we have attempted to assist you as best we can with each and every interaction, remaining professional even when confronted with insults and roadblocks to providing assistance, however we can only assist if this is reciprocated with a level of professional respect.
In the end, the customer is not someone who wanted help or assistance. Just using time to be argumentative and evasive every time help was offered.
Our team remain available to assist with your automatic cancellation date set to 28th November 2019, we wish you the very best with your new web hosting provider.
So far I have been extremely happy with HostPapa's VPS service and been blown away by their customer service. Switching to them from my previous host was the smartest thing I've done for my business. In the first couple of days of getting setup I ended up having several questions and needing a little extra help with things (first time setting up my own server) and they responded promptly and thoroughly each and every time and made the experience so much less intimidating.
To this point I only have good things to say about them. It is so rare to find good, fast, knowledgeable customer service these days and HostPapa definitely has all that and more.
I switched to Host Papa a tear ago because the pricing was attractive.
I like to interface for managing a WEB site, it is simple, intuitive and very efficient.
After 6 months of using Host papa for our model Flying Club (***.ca) I added my wife's bridge club WEB site (***.ca).
Both website a easily managed from the same control panel.
I would recommend HostPapa to anyone.
Roger B.
I'm very satisfied with Hostpapa Hosting as an owner of social media site ***.com
Hostpapa has drastically reduced service in recent months, after claiming that a "migration" would not affect services. Bandwidth does not permit normal updates and site use without incurring errors. When this happens, hostpapa *** money from clients to upgrade their site so that the service will handle what it used to handle with no problem.
I have had to cut back several domains, stop using *** analytics, make additions and changes to plugins based on contradictory *** and demands from hostpapa staff.
This used to be a viable option for small sites with low traffic. Because of cutbacks in service, hospapa is now merely a place to be subjected to ***, ***, service cutbacks, and a total lack of responsibility in second level tech support or management concerning the new policies of *** and ***.
I initially purchased a Premium web hosting service from Hostpapa on July 1st 2016 and upgraded to the highest package (***) in August 2016, this was the highest level package advertised on their website and no other offerings were available. In February 2019, Hostpapa changed their model, hosting and service plans offering more options and all of sudden after doing this somehow my "***" plan only qualified on a mid-tier server hosting that did not support all the offerings of the plan I purchased. Hostpapa started sending me emails (from *** telling me that my Websites are using too much server resources and I need to upgrade. I argued the matter as I purchased the highest package they had at the time, and they just gave me excuses which I did not understand. But I tried to comply and took all the advice they provided to try to resolve/ lower the resource consumption by my sites and they (hostpapa) still indicated that my website is using too much resources and I need to upgrade. So I moved my websites to another service provider and deleted my sites from Hostpapa and followed up with them to see if the issue remained not telling them that I deleted all my sites, and I received an email stating that the problem persists and I need to upgrade. Ok now this is very suspicious and I suspect *** activity to get their customers upgrade when it's not required. So I requested all my services to be cancelled and requested a full refund for this year. instead they send me a not saying they want to talk as they can credit me to move to a higher plan. to date they have not yet cancelled my services (nor issue a refund) and have been sending invoices for renewal services that I had previously opted out of. at renewal time they do not provide information on how to cancel any services which I understand should be included as per the *** so I removed the auto renewal functions and informed them I want my services cancelled and a full refund. This does not seem right, bad services and upselling using wrongful information (how can my site be using resources when my site doesn't exist). I want my refund and services stoped!!!
I want all my services cancelled and a full refund for this year on all my services purchased from HostPapa.
The account of this customer was cancelled prior to the Revdex.com complaint being filed. So in terms of the actual resolution, this is completed.
For a bit of background, in shared website hosting, a customer shares resources with others on the same server. When a customer uses too many of those resources, they negatively impact others.
We reached out to this customer and gave them various avenues on what to do, ranging from giving advice on how to fix the resource usage themselves, with the steps to take, or to upgrade to a plan that better reflects their resource usage.
We don't try to shake anyone down. We do what is fair for everyone, and sometimes, it causes a bit of confusion and frustration, like with what happened here.
In any case, the customer received what they asked for.
(The consumer indicated he/she DID NOT accept the response from the business.)
I continue to receive service renewal messages and would like these to stop. On the day I filed this complaint I informed Hostpapa of the complaint, and they immediately actioned my request to cancel my services. Although I did not receive a full refund per my request of my services but the refund received seems fair. I never did receive a proper explanation on how my site was using too much resources after deleting the entire site or why I was put on a Lower server model after their transition to new services even though I paid for the highest package available. Although its not required anymore, I just don't want to be *** any further by this company, please have the emails stop and remove me from being contacted by this Hostpapa company.
The customer was receiving domain renewal reminders. This is a fully separate service from web hosting.
Without a domain name, the customer won't have a website anywhere (not just us), so we've been in contact with the customer asking them what they want to do about their domain.
Our support team is in touch with the customer, and once the customer decides what they want to do with the domain name, we can then disable everything on their account. We did this to look out for the customer's website name, not to *** them.
The renewal of my services arrived. I contacted Host Papa staff to reduce my services as there are many services I have not utilized other than retaining the domain name. Each time I call a service representative continues to promote additional services against my wishes. I explicitly explain I only want to retain my domain name so I can possibly enhance its use in the future. They require new invoices be sent and paid which are never sent to me in the first place, prompting me to call again and yet again I am offered upgrade promotions. My csr rep today again explained and offered additional services that I explained had already been explained to me and I have declined on several occasions. I just want to renew only the domain name. I explainmed that I am not a tech guy and just saying the name of services means nothing to me as I do not understand what domain protection, or domain security or etc. is. They have all explained to me and at explanation I have declined. Why is he again going over this and not just following my wishes. When I asked several times to transfer me to his supervisor he would not transfer me to his supervisor after I requested several more times and I insisted, he hung up on me. I just want to retain my domain name!! Their account appears as though I have avoided renewing but in fact their customer services have delayed my renewal by their ineffective and poor service.
I just need an intelligent thoughtful and professional supervisor to contact me, fulfill my modest needs, take my renewal payment or send me an accurate invoice so I can move on with my business. This is costing me more time than this unused domain name is worth!!
Initially we were contacted in regard to cancelling all services and only renewing the domain registration service for this customer, following further conversations with our customer under Ticket #*** and Ticket #*** within our helpdesk system it became clear that the web hosting and domain registration services were to be retained and not cancelled, there had previously been some confusion in regard to which services our customer would like to retain and which were to be cancelled which our team worked closely with the customer to resolve and ascertain how to proceed.
Our Billing team then replied under Ticket #*** to move forward with the renewal of web hosting & domain registration services, assisting with a manual cancellation of the addon services - ***, Website Backups & Domain Privacy; As part of the renewal process we offered a discounted upgrade, this reply was sent on 16th January 2018 with further followups sent on 17th, 20th and 23rd January as no response had been received. Following a reply confirming the renewal on 24th January a new invoice was issued for payment within the customer's HostPapa Dashboard (billing area) with a reminder sent on 30th January as payment had not been received.
When payment still had not been completed, on 2nd February 2018, one of our managers reached via phone conversation and Ticket #*** to discuss and resolve any outstanding issues and assist with completing payment, ensuring the web hosting service was reactivated on payment receipt and the domain renewal completed successfully, we have also investigated and addressed the customer service issue in regard to a call ending abruptly so that we can ensure this does not happen again; further to this we have reached out via Ticket #*** to confirm that this has been handled internally.
We have repeatedly reached out in ticket #*** to make sure our customer is happy and that everything is resolved, we have not heard back.
(The consumer indicated he/she DID NOT accept the response from the business.)
Below is my response to HostPapa representatives:
Hello *** of customer service operations.
I submitted this claim with the Revdex.com citing several issues
Although a pleasant and professional representative did call me back and assisted me to renew my domain name and web site, the issues regarding my complaint have not been addressed by Hospapa executives, supervisors or managers.
No one of authority has contacted me to discuss how Hostpapa plans to:
- Counsel the individual who hung up on me and train staff in better anger management techniques
- Explain how HostPapa is clarifying the process of explaining web site and domain and other products to those of us not in the tech industry
- Discuss how each customer service rep on call or discussion will be briefed or review records of prior calls so conversations and solicitations will not be constantly repeated
- Train staff that when a client is fed up and asked to be transferred to a supervisor that customer gets transferred to supervisor, not hung up on!
As a business owner of a company specializing in customer service with over 30 years of experience, I see no resolve to the complaints that I have stated to the Revdex.com.
Frankly, if my selected domain name was not held by HostPapa I would surely go elsewhere to a more customer friendly and professional organization to maintain my domain name and website as the supervisory and executive staff has been absent throughout this process. When business counterparts ask me about website and domain names I aggressively suggest that they go anywhere but Hostpapa.
This will be my opinion, attitude and behavior until someone of authority from Hostpapa contacts me to discuss improving on my concerns and current customer service failures.
And of course I will make no "positive" alterations to my Revdex.com complaint until my concerns are addressed.
If you have any comments, questions, or concerns regarding this or any other matter please feel free and contact me directly at the number listed below.
Thank you.
Sincerely
(The consumer indicated he/she DID NOT accept the response from the business.)
As exhibited in the Hostpapa statement, their belief is that customer service "communication" is in the form of an impersonal email that a dissatisfied customer must reply to or be considered as ignoring an appeal. I receive well over 100 emails per day and often emails are sent to SPAM etc. Of all the communications with Hostpapa only 1 customer service representative has contacted me via TELEPHONE to DISCUSS an immediate billing issue.And the problem was resolved in that phone call. NO management or executive has contacted me via TELEPHONE to personally DISCUSS any other issues of their failing customer service methods and poor training. Their recent lack of personal attention and now attacking response is clearly a symptom of their lack of knowledge and caring towards true customer service. My reply to their ridiculous and unprofessional response, "If the customer would just communicate with us instead of ignoring us, he would get all the help needed to enact his wish to move to another provider." I reflect back to what my fathers used to say, "You know, the phone works both ways...". Why should a paying, dissatisfied yet loyal customer have to go out of his way to call from U.S. to CANADA, be placed on hold, transferred from extension to extension, get disconnected etc. when a truly concerned and well trained manager would resolve all issues with 1 telephone call and not an impersonal and lazy email reply.
The customer already had the support manager call them when they filed the original complaint, and everything asked for in the original complaint was provided to the customer.
The customer is now simply unhappy because we won't share internal discussions with them. That's an unreasonable demand.
As it stands, the customer got what they asked for, weeks ago, and just refuses to be reasoned with. There is very little good faith on the part of the customer at this point, and there is nothing more that can be done for them.
In cPanel the e-mail quota reads "Unlimited", they also use the symbol "8" to convey the unlimited nature of their service, but they have an actual quota that they bury deep inside their "Knowledge Base". They'll have you go over your limit then ask you to upgrade your plan, if you don't they'll suspend your account even though what you paid for has not expired yet.
Product_Or_Service: Business account
Other (requires explanation) I demand an immediate full refund from the company back to my account ***, as well as $2500 that I have to pay to someone to get my website, domain and e-mails all transferred out from the company. The reason for the unusual high amount is because hostpapa has only agreed to give me 48 hours and they'll suspend my account again after that.
Hello ***,
Your concern has been brought to my attention and I have reviewed your account.
All hosting companies that provide web hosting on shared servers do have a limit on the amount of data that can be stored. We see that you have 1 email account that has 13 gigs of data. Excessive use of data adversely affects all other clients on the shared server. Options to upgrade your hosting package was offered and accepted by you in August of 2016 but later you changed your mind, which, of course, is your prerogative. You can still reduce your stored data and be in compliance.
Regarding your account, it is unsuspended and has been so since September 25th. Your website is fully functional.
As you have indicated you wish to cancel and move your data to another provider your account will remain unsuspended for the next 7 days which will provide ample time for you to retrieve your data. Our support team will answer any questions you may have with regards to moving your data.
You have been a client with us for over 6 years and we are disappointed to see you go. Although we did provide the service you had purchased over the past years, we will agree to refund you for your last invoice for your dedicated IP. In addition, with regards to your current hosting package, which runs from January 2017 to January 2018 we did and are providing the service, we will agree to refund the last 6 months of you hosting amounting to a total of $115.19.
Please let us know when you have completed the migration of your data and we will close your account and refund you as above.
Please let us know if you have any questions. Our support agents are available 24/7. Thank you.
Best regards,
HostPapa Management