Inmotion Hosting Reviews (%countItem)
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Inmotion Hosting Rating
Address: 360 N Pacific Coast Hwy #1055, El Segundo, California, United States, 90245-4414
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I paid for a plan which included backups.
2/3 of the way into a 3 year plan, they took away backups, tried to make me pay for them
I paid for a plan which included backups.
Dated: XXXX-XX-XX
Receipt IMH-XXX-XXXXXX-X IMH-XXX-XXXXXX-X
2/3 of the way into a 3 year plan, they took away backups, tried to make me pay, and when I asked about a prorated refund, was told I was past the refund period.
Initial mail telling me the service was being removed arrived XXXX-XX-XX:
I tried to get the charges removed and was offered a 'discount', which was more than previously paid.
I tried to resolve via inmotionhosting ticket XXX-XXXXXXX and was told that it was a change that I had to pay for
XXXX-XX-XX, I had a 'chat' to determine if what I had was removed.
I requested information regarding a prorated refund XXXX-XX-XX and did not get a response addressing my question.
XXXX-XX-XX
I tried 'chat' to determine how to get the answer to my request about a prorated refund, to be effective once I change providers.
Here is the transcript for when I tried to get a refund:
06:04:42 PM James N ***
EMAIL: ***
DOMAIN: gspi.ca
Inquiry: Cancel
VERIFICATION (auto): ***
QUESTION:
I am looking to move off of inmotionhosting
When I do, would I receive a prorated refund?
06:04:51 PM ***
Hello *** N ***, my name is *** Thanks for contacting us today!
06:04:56 PM *** N *** Hello
06:05:15 PM *** Please hold for 3-5 minutes while I bring the account up
06:07:57 PM *** Thank you for holding ***
06:08:13 PM *** I understand you are looking to cancel and request a partial refund?
06:08:18 PM *** N *** No
06:08:33 PM *** N *** I want to know if I would receive one. I am not ready to cancel
06:09:21 PM *** Let me reach out to my supervisor just so I am not giving you incorrect information.
06:09:34 PM *** Please hold for 7-10 minutes
06:15:54 PM *** Thank you for holding ***
06:16:20 PM *** So you are outside the window for a refund so if you were to cancel you would not get a refund
06:17:45 PM *** N *** Then I need to find out how to escalate the fact that inmotionhosting changed the product I already paid for and won't let me leave without keeping monies paid which should have included the service removed (backups)
06:19:01 PM *** N *** I paid *** for 3 years, which included a number of services, including backups
06:20:41 PM *** ok please hold for 3-5
06:22:57 PM *** Thank you for holding ***
06:23:18 PM *** I understand you recently had a ticket open for this same issue correct?
06:24:34 PM *** N *** No, the results of the ticket were that I would be charged for something I already paid for.
06:24:47 PM *** N *** Now, new issue, planning my split from inmotionhosting
06:26:45 PM *** Ok if you cancel you are not eligible for a refund as stated earlier. I can however offer you the same discount that was offered to you previously which would make the cost of renewal *** per year for the lifetime of your subscription
06:29:18 PM *** N *** K, back to what I asked about how to escalate. The 'solution' you are suggesting is not acceptable. This is because I don't know what other service or product will be removed and charged for, even after I paid for it.
06:30:12 PM *** Ok please hold for 7-10 minutes
06:39:10 PM *** Thank you for holding James
06:40:57 PM *** So the backup manager was included with the hosting plan so you never actually payed for it and we offered you a discount after it was removed
06:42:27 PM *** N *** Wrong, I paid for a plan, which INCLUDED backups. Also, last time I paid, I paid ~113 / year. That is much less than this new 'discount'.
So, can you tell me how to escalate, or are we done?
IF we are done, please provide the ticket number so I have it for my records
06:43:43 PM *** here is the ticket number
06:43:45 PM ***
XXXXXXX
06:43:54 PM *** N *** Thank you for your time, stay healthy
06:43:55 PM *** N *** bye
I want acknowledgement that when I change providers, I will receive a prorated refund sent within 30 days of my cancellation. Once I receive that, I will move to another provider. Will need to determine method of refund since the card previously used is not active. Any client who had not yet been renewed should have their backups as previously contracted until the end of the period. It should be up to the client to use the newly defined backup service.
Hello ***,
Thank you so much for reaching out. We're sorry to hear about your recent experience regarding your service. As a company, we absolutely appreciate your feedback and wish to field any concerns you have.
Backup Manager was a new service we implemented to provide more reliable backups, with this improved feature, the cost had to be raised. We did send an email regarding this upgrade, as well as a opt out option before it was implemented. There is also opt out features within your AMP as well, allowing you to cancel at any time.
We can certainly see this is frustrating still as you had paid through to November of 2020, which is why we would like to comp the service of your backups until then. It would simply be a process of issuing a temporary charge to get the service back online, then promptly voiding the charge when it is active.
As for the prorated refund you are requesting of your service, we are unable to issue any sort of refund at this time. We do stand by a 90 day refund policy after initial purchase/renewal as stated in our TO*. Just as well, charges made over a year ago -and in your case, nearly 3- are locked in, and at no point can a financial institution be able to refund a charge that old.
But as said, we'd be willing to compensate your backup manager until your next renewal. Please advise us how you'd like to proceed, either through here or via email and we'd be happy to assist!
I received a series of emails from InMotion Hosting containing lies about my account due date and overdue status.
I have had my domain name registration and website hosting with InMotion for years. Every year I set my renewal to manual about a month before it comes due. In early April, I set my renewals both to manual. I spoke with someone who confirmed they had been so set. I checked my account online; it was set to manual renewal.
My domain name renews on 4/20/20 and my website hosting on 4/18/20. On April 6, I got an email saying they were due that day. I called and was told that they begin contacting people 2 weeks in advance but that they were not due until the dates I showed.
The next day, I received an email from InMotion titled, "PaymentDue - 2nd Notice." It said, "Your account is currently past due and your prompt attention is required to ensure that your site stays on-line. Our system is attempting to bill your account with the main username of writei7 for service with InMotion Hosting. Unfortunately, we were not able to process the payment using the credit card ending in ***. In order to ensure that your site stays on-line, your prompt response is required." Directly below was a payment link.
I called again and was again told nothing was actually due now. I asked who I could contact in management to express my serious concern. I was told where on the website to do that. I did. I got no response.
In several more days, I received an email titled, "Payment Due - 3rd Notice." It said, "We've attempted to contact you several times over the past few days concerning our inability to renew your hosting account with the credit card information ending in ***. Your account is currently past due and your prompt attention is required to ensure that your site stays on-line."
A day later, I received an emil regarding a new service they had signed all of their clients up for called Backup Manager. It became active on April 7th and you only had a week to opt out or be charged. I immediately opted out. I received an email back that said, "You have successfully opted out of the Backup Manager."
The next day I got an email titled, "Payment Due - 2nd Notice" saying that my Backup Manager account was overdue and that were attempting to bill my credit card for my 3-month subscription.
This is all blatantly unethical. First of all, neither my domain name registration nor my website hosting package were overdue. Second, they should not have been attempting to bill my credit card in any case since my account was clearly set to manually renew, not automatically.
This same pattern has happened year after year with InMotion. I've finally just had enough. As a businessperson, I cannot lie to my clients. They continue to lie to their clients with deceptive emails with the goal of prompting people to immediately click the payment link below the text. This practice by InMotion needs to stop and it needs to stop now. I have also filed a formal complaint with the FTC. I am hoping you will look into this and force them to stop these practices immediately. In a time when everyone is under personal and financial stress, this practice is even more inappropriate and shows the total disregard that InMotion actually has for those who use its services.
I have attached below screen shots of the emails I referenced in my complaint. Feel free to contact me if you wish additional information. Thank you.
I am seeking that InMotion acknowledges that the series of email they sent me and other business clients are clearly deceptive and unethical and intended to scare clients into renewing their services earlier than is required. If I pay for a service for a year, it is NOT overdue two weeks before that service expiration date. If they are going to alert businesses 2 weeks in advance about the status of their domain names and/or web hosting package renewals, the emails they send must only indicate when they are actually due and give businesses the option of renewing early.
Hello ***,
Thanks for bringing your concerns forward. I would be happy to address your concerns below.
Your account is currently set to manual renewal, this manual renewal process is still a work in progress, but with it, renewals cannot occur without your explicit approval.
As for the renewal reminder email, unfortunately there is not currently something that can be disabled. The two options at this time would to set your account so that renewals only happen 7 days prior to your renewal. Alternatively, we can set your account to expire, this would ensure no reminder emails occur, however you would need to keep track of the account and reach out when renewal is needed.
We appreciate your feedback and are looking into alternatives to our bill item journey as we speak. Please feel free to bring forward any further questions or how you'd like to proceed in the future.
-
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from InMotion Hosting because it fails to address one of the most important issuethe fact that they are sending me emails about the renewal of my account that are blatant lies.
The person responding said the account renemwal emails are automatically generated and cannot be disabled at this time. Baloney! They know they are continuing to send me lies about my account status but don't seem to take any responsibility for that. It is the lying I want to stop and their response does not address this point at all.
I would like to know SPECIFICALLY WHY they cannot stop doing something which is a clear violation of my contract with them. I did not sign a contract agreeing that it's OK for them to lie to me.
Hello ***,
Thank you again for reaching out! I apologize for not clarifying further, we'd love to field your concerns!
As part of our Terms of Service, our system will automatically attempt to renew accounts due soon. When our system passes an account set to manual renewal, much like yours, the system will notice, and not actually attempt renewal.
We can appreciate how the automated emails after this process can seem confusing, please know that as this automated process and there is some room for error. 2nd and 3rd notices are only made as the auto system is combing through accounts. Your desire to not be automatically renewed early is kept in mind.
My team is currently working on changing the language of these emails as well as looking for opt out options. As you know, these processes can take some time, and with current events certain projects may take some more time.
Please know that we'll let you know when updates are made available to make your billing experience more tailored to your needs. Thank you so much for fielding your concerns. Again, please let us know if there's anything else we can do to assist.
-
I used InMotion as a hosting service January 2017, canceled the service March 2017, was refunded, and March 2019 I was sent an email to renew service.
When I had canceled the service, all "behind the scenes work" on my website was done by a company I had hired to maintain it (they had wanted me to transfer to a hosting site they found to run much faster - my website was extremely slow using InMotion). Once I had someone working the technical side, my focus on my blog was using Wordpress only to post blogs, not log in directly to the hosting site to manipulate my website.
When I received a renewal notice two years later, I assumed this was from the hosting site I was currently using, not a renewal for the previous hosting site that had been canceled. I was unaware that InMotion was trying to get me to sign back up for a service I did not need, nor would use in the future.
Not wanting to have any disruption of my website, I renewed the service with InMotion, and it wasn't until a couple of days ago when researching which hosting site I was using for someone starting to build his website business, I found the error.
I requested a refund due to my account being canceled, being asked to renew when this hosting site had no access to my website, and since I had not used any of their servers for three years.
I was denied the refund because I did not ask for it within their 30-day grace period for renewals.
Personally, I would think that a hosting company should be able to tell that a website is not connected to their servers. Why they did not send an email to question why I was being provided a service when I wasn't using anything on their end, I have no idea. And why they sent me an email requesting me to renew a service (acting as if the service was expiring) when I had already canceled the service, feels like false advertising and manipulation.
I was further asked if they wanted me to cancel my account which I found confusing since I had canceled it in March 2017. I asked if that means I will get another email in two years once again asking me to renew an account I had canceled? I have not received a response.
I should have never been asked to renew a service I had canceled. And upon further investigation, since I had not used the service for three years, I feel I am justified in requesting a refund.
I would like a full refund of
Hello ***,
Thank you so much for reaching out and bringing this to our attention. The agents you have spoken with were correct on our 30 days refund policy. However, I do see you cancelled, and due to a suspected glitch in our system, another Launch Plan had been added to your account. Please note that this is not typical, and any further requests for payment should not occur in the future, to ensure this, I am closing out the wrongfully added Launch Plan and deleting your card on file.
As for your refund, I have issued a full refund of your service, totaling 191.76USD. This should reach your financial institution in 1 to 3 business days. Please reach out again in the event you have further questions or concerns.
Looks like InMotion has reversed their decision and is offering a full refund.
Thank you so much for your time.
All my best
This is a great, professional company with excellent support and uptime. Highly recommended. Been a client for over 10 years.
We decided it was time to cancel it our website
When we talked to the inmontion customer service they told us they refund in 3-5 days
We had our website for awhile and now decided it was time to cancel it. Their refund policy says we had until 90 days after they charge us to refund, we did it in the first week.
When we talked to the inmontion customer service the person told us the refund would be up in 3-5 days.
10 days later and no refund, we talked again and same thing 3 to 5 days to wait for it.
One month later and no refund, we talked to them again and this time they said they wouldn't refund us as Visa card policies have change. I find it very convenient that they could charge us but not refund and give the fault in Visa card company. I told them they can refund us by Payoneer and the answer was just a large NO.
I get frustrated when this kind of thing happen because our website is off already but they took the money anyway.
And just tell you it won't give the money back, that's it.
As there is no customer protection laws in the internet world?
We want our money money back as the we are not using the service, the website is off already as well.
Hello,
Thank you for contacting and bringing this to our attention. We've made two attempts to refund your transaction with the amount of 131.88USD. Both times we received the error code 349 Do Not Honor- these were at the dates January 6, 2020 and January 27, 2020.
On October 31, 2019, VISA created a mandate on Refunds. Many smaller banks do not have the infrastructure to support this mandate, because of this we are seeing issues with a few VISA refunds getting declined.
Please know that these changes were made by visa and our refund protocol and policy have not changed. The attempts to refund your account were multiple and we have no intention of keeping your funds. Which is why we will be offering an alternative to our standard refund policy. While we are unable to refund the amount of 131.88USD onto another card; but we can issue this refund via your Paypal account. This alternative is not standard which is why this wasn't suggested previously. This alternative is newly made for the trouble you've been having with your refund not reaching you.
Please reply or send us an email directly to us with your Paypal email so that we may refund this charge as soon as possible. Thank you again for bringing this to our attention and we hope to hear from you again very soon!
-
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello there,
We are going to send a direct email for inmotion.
I believe it is the email contact at the website, right? If we have to send it for a specific email let us know, please.
Thanks
Unauthorized charges without any notice. Conflicting statements and disconnect.
Unauthorized charges without any notice. Called about an extra charge of $5 and was told that it was because I had more than 30 account; this is false. In hold for 20 minutes to be transfered to supervisor and the line was disconnected. Called back and got supervisor which claimed an email was sent out; this is false and an ongoing problem of emails that are claimed to be sent but never get sent. Verified by supervisor that I was never sent the email, but the charge is now because of a price increase, but before was told because I had over 30??
Fix the ongoing issue of never receiving email notifications. Refund the unauthorized charge and pay a penalty of $10 for having to waste time resolving issue. I do not accept the additional charge, which requires advanced notification. So don't bother billing that charge any further.
Hello ***,
Thank you for contacting us again! I do see you've spoken with our supervisor *** earlier and he submitted a refund. We have since refunded that charge since you didn't receive a notification of said charge prior.
We do wish to elaborate further on what the cPanel pricing is. As you may know, cPanel recently changed its pricing structure from unlimited usage to a usage-based pricing system. We hope you know that these changes were unexpected for our company and we've done our best to keep the best interest of our customers in mind while modifying our pricing structure. Your current bill item is charging for cPanels between 1 to 30. Since you have 9 cPanels, it will fall under this 5USD charge.
As for the frustrations you've experienced with a charge you had not expected, we certainly understand how this can be troublesome. We have added an additional week of hosting for your service. Let us know if we can assist with anything else.
-
(The consumer indicated he/she ACCEPTED the response from the business.)
I have picked out a plan that looked good to be with 4gb of ram and was only given 1.5 gb of ram. The offer was hidden within a bullet list.
I have purchased services with them that was mis-leading. It was ok. I tried in good faith to work with this company and it failed. I needed file quota support on my VPS container. They fixed it. About a month later it broke again. This time was told that I could not have that on my container. Without quota support you can not control disk space usage and resources. Unlimited email and disk storage. Unlimited bandwidth. Billing software will not function correctly. I can not use a broken VPS server.
I would like a full refund of services.
Hello ***,
Thank you for reaching out and letting us know about the recent issue you've been having with our Cloud VPS. We can understand the frustration of having a site down. Our servers go through routine maintenance and during one of these scheduled maintenances, the settings on your server were reverted. We had offered to reset these for you, but we can still understand how you would wish to proceed further.
Because of this, we have issued a full refund of your last renewal, these funds should reach you in 1 to 3 business days. A receipt of this refund should reach your email soon if it hasn't already. Please let us know if there's anything else we can assist with.
(The consumer indicated he/she DID NOT accept the response from the business.)
If you was willing to fix the VPS server then why are we here. I am very glad your honest about your bad business practices. The routine maintenance tells me that you intentionally break VPS servers. Just to make this clear your techs when I called in said that is handled thru your managed hosting support in which I would have to pay for. Just because I had just a little problem the first time your company gave me 2 free hours of managed hosting support in which I should not need in the first place. You should have the VPS Containers configured properly. We agreed that 30 mins of support out of 2 hours was used. I called about a month later with same issue and no managed support. I think it
must of been a monthly fee type deal. I finally got an answer that unless I had the highest tier VPS server I would not get the VPS server fixed and working properly. You offer to refund my full year of service with $0.00. I am only concerned with the truth here. Do not get me wrong I do want the refund as your company is misleading with collapsed bullet list hiding the true fact of actual ram I would receive. I forgive this as a possible mistake somewhere. What I can not tolerate is a company that tries to cover up their mistakes and make me look like the bad guy. If you do not like the truth about your company to be made public you should of had better business and support practices. Please give me my real refund of $419.88 as you stated you would.
Document Attached
Hello ***,
Thank you again for reaching out. I would like to clarify a few points. Routine maintenance of of any kind of server is vital to ensure functionality of whatever site may be on it. To ignore this maintenance is to ensure critical failures, whether this is within our company or any other. During this time, a setting of yours was reverted, this wasn't a failure. We are not trying to blame you in the manner, simply explain what had to be done internally. We thank you for understanding.
As stated in my previous reply, I have submitted your full amount refund that should have likely reached your financial institution by now, if it has not, we would suggest contacting the bank to see if there is a hold on this. Please contact us again if any other questions or concerns may arise.
I have been a customer of inMotion for a number of years. Their service used to be good but now I would describe it as poor. Problems that used be resolved in one or two hours now take days or weeks to resolve. The co-hosted server regularly slows and stops working for periods. More than six visitors can throw my site offline. Recently I had a customer service operator who I believe deleted my backup files to avoid restoring a site. They see no problem in your site being offline for days or weeks. Find someone else who has better customer service.
InMotion Hosting charged me for 5 years of domain name registration service that it is not providing.
On June 23, 2019, I transferred the registration of the domain name Cinepedia.com from InMotion Hosting to another provider. InMotion Hosting personnel were helpful in facilitating the transfer. The full text transcript of the online conversation is attached. On June 25, 2019, 2 days later, InMotion Hosting charged for 5 years of domain name registration for Cinepedia.com, even though it was no longer the registrar. When confronted on the telephone with the error, I was treated quite rudely, and InMotion Hosting refused to issue a refund.
I then filed a complaint with my credit card company to reverse the charge. InMotion Hosting, in its response to my credit card company, misled that it was providing the domain registration service. My credit card company refrained from further engagement in the dispute.
Using a publicly available WHOIS service, it is easy to see that InMotion Hosting is NOT the domain registrar for Cinepedia.com. InMotion Hosting engaged in deception to justify a charge for a service it is not providing.
Refund of $74.95.
Hello ***,
Thanks for reaching out about this issue. We do have a firm no refund policy on our domains as once the charge is made, the registrar can not reverse these charges at any point. So for your domain ***, we can not issue the refund as the charge had been sent to our registrar and can't be reversed, the five years added had been transferred, along with your domain name, to your new registrar.
As for your domain cinepedia.com, we do see it had been mistakenly charged despite it already being transferred out. So for this, we can issue a refund of that specific 74.95USD charge. However, we need to make this refund out via paper check due to the charge back that had been issued on it. If you can please write here, or send an email to *** your physical address and who you want this check made out to, we can mail it out as quick as possible.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the refund. I am writing separately to InMotion Hosting with the address for the check.
Without any communication from the company they billed me for a domain & privacy 15 days before expiration and would not issue a refund.
Inmotion Hosting used an expired credit card that I had on file to bill me automatically for a domain that was to be cancelled in 15 days.
They did not send an email informing me that the domain would be automatically renewed, and they did not ask for an updated credit card. They simply billed me without my permission.
I immediately contacted the company and informed them that I did not want the domain to renew, and that I did not want to pay for domain privacy going forward.
I contacted Inmotion Hosting immediately after being charged, and despite the fact that the domain wouldn't renew for another 15 days they still refused to issue a refund.
I expect to receive a full refund, their billing practices are completely unethical.
Hello ***,
Thank you for reaching out over your concerns. As part of our Terms of Service, we can process the domain renewal up to two weeks prior to it's expiration to ensure there isn't unwanted service downtime, unless otherwise explicitly written prior to the renewal. It is also stated in our Terms of Service that we do not issue refunds on domains.
However, we are allowing for a one time refund of this domain, after this refund the domain with go into our possession for the remainder of the renewed year. Please let us know if these terms are acceptable and we will remedy this situation as fast as we can for you.
Thanks
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the conditions. In my opinion Inmotion hosting should send a reminder email to customers a few days before billing, and have a grace period of a day or two for customers to get a refund in a timely manner and prevent Inmotion hosting from losing revenue on domains people don't want. I also don't think the company should bill people with expired credit cards on file.
Company uses predatory practice of including a service that the consumer never agrees to and then charges for service if not cancelled.
The offending company included a service that I never requested (Backup Manager) and then after a trial period is sending notices of payment for unrequested service. This is a predatory practice and consumers must be protected from it.
I require that the unethical charge be removed.
Hello ***,
We certainly appreciate your response and understand your frustrations. Emails had been deployed regarding this trial period and the eventual charge before any charges could take place. We can see you have no desire for these backups which is why we have set the item to expire so it may not be charged. We do see from your billing records the Backup Manager had yet to be charged, so no funds have been or will be taken from your financial institution to renew this item.
You will be able to see all of this reflected in your Account Management Panel. Please let us know if you have any future concerns, we'd be more than willing to help.
(The consumer indicated he/she ACCEPTED the response from the business.)
Gross incompetence, service work caused failures. Sale of un-provisioned and damaged services. Refusal to resolve.
I have been using the company for several years hosting my domain (Account: *** and have had multiple and unacceptable problems with them on their shared hosting. The sold me a upgrade to a VPS service; claiming it will give me more services that I requested,that they refused to offer on the shared hosting plan. Upon upgrading they provided me an IP address that was blacklisted by AT&T and made multiple mistakes in setting up the services, causing weeks of work and multiple days of downtime. After many attempts to resolve issues caused by their incompetent employee's mistakes such as entering wrong IP addresses, wrong hosts, not making necessary changes that only can be done on their back end, and littering the DNS records with spelling mistakes and incorrect information, I am still working with a barely usable service. They ticket system almost never works over the last year and the refuse to take responsibility for selling me an blacklisted and unusable email and web service.
-Failed to setup PTR records correctly
-Entered wrong nameservers
-unable to setup custom and vanity nameservers correctly.
-Destroyed SSL certs and mismatched domain with other domains SSL certs
-failed to correct SPF records.
-mismatched other domains on the host
-Entered wrong up addresses
-typos in host names
duplicate and missing DNS records.
-provided contradictory information
Refund and order to not cause more harm or damage.
Hello ***, thank you for bringing this to our attention. We've made sure to carefully review your account after receiving this message. We take pride in our shared services, but these services come with limitations we can not change. Which is why we made the recommendation for your upgrade to our VPS services. We understand this may have inadvertently caused unwelcome behavior with your sites and mailing services. But we wish to express that any error is not intentional and we are more than happy to work with you and advise you of the best course of action.
You've expressed a lot of issues that have begun since your move to our VPS service on June 5th. The upgrade process is handled by our systems team and performed at no additional cost. We do everything possible to prevent downtime or complications there are some situations that may present themselves. This is due to the variable nature of web hosting. With that being said, we rely on feedback from our customers about any issues they've identified and we are prepared to resolve any complications within the scope of our support.
There were several problems that arose with your upgrade. While we do our best to make sure your sites stay intact, there are certain issues we tried clarifying before they happened. We'd be more than willing to assist, but we would need your permission to do so, else you can adjust the required settings on your own if you wish. We do see that there has been an issue with your PTR records, which we have since resolved. However, we know this can cause distrust, which is why we will be applying an additional 3 months of hosting to your account as a courtesy for this discrepancy.
If there is anything else we can do to help ensure your site and mailing service are successful, we are willing to have a supervisor work with you personally to ensure success! In any event, please do not hesitate to contact us again with any further concern you have. -EddyS
I do not have an account with In Motion Hosting and yet someone there charged my business debit card 6 times resulting in over $750 worth of charges.
Hello Collen,
Upon the review of your case, it is apparent that your information was compromised by someone who impersonated you online and we are very sorry this has happened to you. Our company takes fraud screening seriously and we have several systems in place to prevent unauthorized purchased. In your case, several accounts were allowed to be created because the offending party had the complete billing information in order to create the purchase. Prior to receiving the rating, we can ensure that all accounts were taken down and refunds were issued back to the credit card that was compromised. We recommend in consulting with your financial institution as they notify their customers of any fraudulent activity that are outside of your regular purchases. If you are your financial institution does have any questions regarding this matter, please feel free to let us know.
Best regards,
The InMotion Hosting Team
Sorry I could not leave a 0 signed back up with then and when I called customer service for help was told I don't have a account even though I have a receipt. They all but said that I was a liar great way to do business
Hello Lee, I apologize for your recent frustrations. I do see we have an active account with you. It looks like while we were trying to find your active account we may have found your old account which lead to the slight confusion. I understand your frustrations, however we are happy to help you with whatever you may need in the future.
-Eddys
Website they built had plug in's that were not safe bought SSL No fix the problems website has been showing up on Google for over a year as unsecured
Paid *** to have them build my website for Kay's Signs
I paid *** for them to build a custom website. I found out through the process they were building with word press program not custom. As I reviewed the site parameters, a lot of the info set up listed red SEO problems as well as orange seo problems I asked the designer and they said don't worry. I am not receiving hits on Yelp or Google. Maybe 1 or 2 every few months After speaking with Go Daddy, they hold my domain name, a week ago they looked at my website and said it is being flagged as unsecure site I bought a SSL from in motion and it Did Not Resolve the problem After being on the phone for 1 and 1/2 hours, I received no resolution I asked for a full refund in that my site THEY BUILT is dangerous and no one is opening it. All the plug in's as well as my home page were not HTTPS They are HTTP I have lost a lot of business. The website looks Very unprofessional I was never happy with it and had to accept it how it was. I am asking for a full refund of all hosting services as well as the website building fee. My site and hosting was Not built or serviced correctly. I cannot regain the past year of poor site preparation and hosting that has hurt my business. I was given the run around to 4 different departments and the last design team member said it was my Fault Technical support attempted to fix the problem and was able to fix a few of the unsecure links. Supervisor was not available It's been a nightmare to find this out after a year !
Hello ***, thank you for making us aware of the situation. We do see that we've spoken to you recently about your account. It looks like that an appointment with the manager of our design team has been made to resolve this problem you're facing. Please let us know if there's anything we can do after this appointment to assist you.
Domain registration set for June 13 same as auto renewal and the company failed to provide a full refund after cancellation of service on may 30.
*** and supervisor brushed me off while being rude with smart *** remarks
Full refund and disciplinary action on rude customer service
Hello,
We will be able to provide a refund for the domain registration and take ownership for the remaining of its term. Once, we take ownership of the domain we will be happy to issue a refund back to the customer. If the customer does wish to keep the domain, we can provide the transfer code if they wish to keep the domain and move to another provider.
We do require a 30 day notice of a cancellation of any domain registration as we are a third party seller. Once the domain renews within the registrar the domain is valid for the term.
Thank you
Uninformed billing practices
IMH raised my monthly rate on March 7 $4 without notice.
When I questioned customer service/ billing *** said IMH sent out a formal notice a month in advance. No they did not. She confirmed they did not do it, too.
Next, she said I was given notice in my billing email which goes out a month in advance of being billed. That doesn't happen either. I NEVER get billing notices a month in advance.
Her next excuse was I was sent an email I was going to be billed, and the notice was on March 7. That was the same day as the bill and debit my account. It's the 7th of every month.
Then she tells me I only have 24 hours to contact IMH and stop it. However, IMH has a no refund policy, as I was told. IMH has extremely contradicting policies.
I was not provided any notice. Sending a reminder email that I'm going to be billed on the same day I'm billed, is NOT sufficient notice for anyone to a make an informed decision.
Couple that with the non-stop issues I've been having with services failing and sites going down for almost 2 months, which IMH, has utterly failed to resolve, and there's a serious issue here.
They want more and more money--- yet cannot resolve the issues going on for the server, or the node, or the services, or whatever is technically occurring.
I'm appalled at their business practice with regards to billing. Every excuse Corey offered was disproven and refuted.
I want a refund for the increased fees which began in March. And if IMH cannot fix the technical issues occurring, I will be moving the accounts. I'm not the least bit inclined to pay even more money on a monthly basis for services that are failing, not working correctly, and IMH is not resolving.
Hello Mrs., I'm sorry about your recent frustrations with our renewal policy. We do see that your renewal has been raised. This is due to an introductory policy we have in place for all new customers. This policy acts as a sort of trial period for our customers, which ends after their first year of service. This is why you renewal rate is higher than before. We can absolutely understand how this can be frustrating; especially since you did not receive notice of this.
We do see you've spoken before about this matter, and we are still fully willing to offer a discount of 150USD as compared to the standard rate of 179.99USD. We are also willing to refund the difference of your last two renewals, totalling to a 10USD refund. Please let us know if this is sufficient and we'd be more than happy to apply this for you.
As for the technical problems you've experienced, we'd also be willing to offer a 2 week extension to your hosting. All future renewal reminders have also been enabled so we don't have any further miscommunication.
*** S
(The consumer indicated he/she DID NOT accept the response from the business.)
***
I have forwarded to APS 65 email notices of failed and/or hanged services for my server per Muhammad's request. I didn't forward recovered services emails (unless APS tells me they want those, too.)
I have spoken with APS several times n these issues and the responses are all over the place from "I don't know", "we can move the accounts to a new server but you'll have to pay", to I/o running high on graceful reboot of the container but don't know why, to we had an issue on Node 6, but you're on Node 5 so we don't know why"... to telling me it's no big deal. I'm sorry... but last week sites were down for several hours on the 20th and again a few days later and IMH can't say why? This makes zero sense. I had hoped a server update would resolve the problem. But it didn't.
Prior to this year, I didn't get a notice often at all. If I did I politely contact APS, got an answer, and updated my clients. After the first of the year I began getting hit with them regularly. Sometimes the same services in one day go down multiple times. The same services in a week go down multiple times. I have made no changes in cPanel notifications since June of 2018. I have no idea what to tell my clients and peers other than IMH doesn't know and can't seem to figure it out.
As for the technical problems which I have routinely communicated with IMH with, I need to know what's going on and if they can resolve it. If they can't resolve it we have a bigger cocnern as this is not the experience I want with IMH, nor do I believe it's the experience IMH wants an APS customer to have. I also need to see the performance of any resolution on the server, meaning the failure of servers needs to slow way the heck down to a reasonable level as seen in 2018. It's not that I don't want to accept the 2 weeks of extension, it's that how do we know that will be sufficient to determine if technical issues have been resolved and the server is performing well?
The technical issues that have been going on for months are definitely a very high concern.
Can you look into that aspect of it, make sure the technical issues are being *thoroughlyaddressed and ARE in fact addressed? Offering a solution before the problem is actually fixed is premature, although appreciated.
Hello Mrs.,
We have gone ahead and applied 3 weeks to your hosting plan so that the renewal reflects the date June 28, 2019 that way you are able to monitor your hosting concerns. We have also gone ahead and provided a $10 refund back to the credit card that was last used, which the refund should reflect back within the account within 3 to 5 business days. Since the snapshot billing item needs to sync with your hosting plan we have edited that date to also match the hosting plan.
Thank you,
*** M.
IMH has made attempts at resolving the issue, but I need time to observe the how it functions. MySQL Tuner was run, and slow query log was enabled. Recommendations were applied to the MySQL configuration. Additionally, Redis was installed for object caching based on results of the former.
I will accept the credit to my account. I would also like to accept 3 weeks of extended time so we may monitor what's going on. Even after the recommendations from IMH were made there have been failed service issues related to restarting and high load. It's peculiar since the recommendations that were made were stated as the resolution for failed services.
I await IMH's response. Thank you.
Refuses to issue prorated refund unlike EVERY OTHER hosting provider I have used previously.
Inmotion REFUSES to issue a prorated refund after I requested to cancel the account immediately. I have NEVER had any trouble with any other hosting company in this regard. I prepaid for a years service and for what ever reason my site was quarantined and not able to be restored. I will make sure in the future to never recommend or use inmotion again due to their lack of customer service.
I just want a prorated refund for May thru September. Should be around $45.
I'm sorry for your frustrations with this matter Mr.. As part of our Terms of Service, if we do allow for a partial refund it is subject to a 50 USD early termination fee. However, due to the nature of this case, we are willing to revoke the early termination fee and issue a partial refund at this time.
On this same note, we see that your partial refund would be 29.84 for the remaining 4 months of service you have with us. Please confirm that this is acceptable and we will assist you as soon as we can.
Failed drive with data loss.
Our server went down unexpectedly on January 28, 2019 and our external drive was write protected not allowing us to access it. Upon calling in to support, to say that we needed the drive to be write-able, I was told that they need to do a "file system check" then the drive will be writeable. Then I receive an e-mail that a hardware replacement needs to occur. No information was provided as to why or what for. We scheduled the maintenance and they took the system down. We were unsure of why because a replacement of secondary drive does not require the system to be down. I called in again to Inmotion to find out why our server would not boot during this maintenance. Support was unable to give us any answers and were extremely vague as to what was occurring. The next email we receive is that unfortunately our drive had failed and they were unable to copy the data to the new drive. We were never informed at any time during this week that their equipment had failed and data unrecoverable in its current state. What followed was a complete run around to find out which of the drives were corrupted, in which the support staff acted very haphazardly giving us incorrect information at every contact. Were were unable to verify which drive was the corrupted drive so we could have it sent off to have it recovered. They kept attaching the wrong drive and telling us it was the corrupted drive, but we could see it was not the corrupted drive because of the storage amount and that UUID provided was wrong. We finally were able to have the corrupted drive confirmed and shipped out. They waited one week after I requested shipment and shipped the drive UNSECURED in a box, risking the drive being further damaged in transit. They acted with extreme negligence in handling our data loss and have provided little to no information about the situation. Their hardware failed, that we paid for, and we have been offered no solution for this data loss.
We want to be compensated for the cost of data recovery, or a complete refund of our dedicated server plan.
Allow me to update you on Ms. account.
Ms ***'s dedicated server with us, back at the end of January, did experience a failure of its backup drive that required that the drive be replaced on the account. We are sorry that it did happen and worked to try and transfer data to a new drive, but were unsuccessful. We did at her request send the drive to the customer to attempt their own data recovery. Due to the issues that arose from this, Ms. decided on her renewal in February to move away from our services.
Because she has moved away, we are limited what we could do in regards to providing credit to her account. We do not provide compensation for business expenses or business losses as per our terms of service; however, for all of the inconvenience that she had experienced during the last month with us, we have processed a refund of the last two months of service with us back to the credit card used for the purchase. She should see this refund show up in the next 2 to 5 business days to her financial institution. We hope this helps to make up for the inconvenience caused by the failure.
If you have questions, please feel free to reach out to us we would be more than happy to help in anyway that we can.
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer is not acceptable. Two months of service does not even equal the cost we paid to use this faulty drive! The negligence from Inmotion forced us to move to a new provider, after the way support was handled in this situation. This offer is literally nothing compared to the costs we have incurred to recover the data. We were told in an email that compensation would be discussed after we attempted recovery. This suggests Inmotion would be compensating us for these costs.
We are sorry Ms. is upset with our refund amount. We do not compensate for any business profits lost, and as our Terms of Service states, we can not refund beyond the aggregate service fees prior to the liability. We've refunded two months of service while the issue persisted for less time. Unfortunately, we couldn't grant anything further.
(The consumer indicated he/she DID NOT accept the response from the business.)
Inmotion could have provided A YEAR refund for the use of their obsolete services. Their customer service dropped the ball, and provided not only bad service, but shipped the drive in a way that led to further damage and caused us further expense in recovery. Their hardware had a failure and they take no responsibility for their equipment. We are complaining of a HARDWARE failure, not even have we been offered to be refunded for the use of a faulty piece of equipment. They rented to us, a faulty piece of equipment and haven't even offered to refund the cost of this. Complete scam of a company.
Critical information about limits of 90-day guarantee was not mentioned on salespage.
Summary of conflict
I submitted a request for refund, one day after purchase. I am then only refunded $55.75 instead of the $76.74 purchase price. Inmotion hosting then claims that the difference is due to the included "FREE domain" not being refundable. However, Inmotion hostings salespage explicitly states that you can get a "no risk" full refund, and does not communicate the limit of the guarantee during the sales process. Inmotion states they state limits in the "terms of service", but none of that changes the fact that the salespage communicates something entirely different to the customer. Hence, I would call this a clear case of deceptive advertising/marketing.
Purchase details:
***
***
***
Receipt: IMH-XXX-XXXXXXX-X
Date: 2019-03-03
Total Charge: $76.74
6 month Pro Plan ordered 2019-09-03 for $76.74,
1 year Domain Registration of *** for $0.00.
Total Charge: $76.74
Total Due: $0.00
Further details about complaint
Inmotions salespage omits stating critical limits of 90-day full refund guarantee.
I used the following Inmotion Hostings salespage: ***
That salespage states you get a "FREE Domain", and there is no asterisk behind that signaling any limits to that offer. Further, as you can see in the purchase details above, Inmotion themselves states the costs was $0 for the domain. The purchase details were given to me by email after purchase.
Further, you can see their "90-Day Guarantee:
Truly Industry Leading" information box further down on their salespage. By hovering over the star icon, you can see that they in no way communicate any limits about that guarantee. More, there is no asterisk behind that text signaling any limits to that offer.
I simply want a full refund, as promised by inmotion hosting. The difference between what I paid, and what I actually got refunded, is $20,99. Hence, that is what I want refunded. Last time I talked to them was 5. March 2019. I am writing that here, because the date selector below could potentially create confusion, contingent on which date-format user is accustomed with.
We would be happy to update you on the status of Mr. account.
Mr. did sign up for our hosting plan which included a free domain offer with the purchase. This promotion will allow for a domain name to be registered with our domain registrar free for the first year, but as spelled out in our Terms of Service there are conditions to the free domain name promotion.
Free Domain Name
Qualifying web hosting purchases may include a free domain registration or transfer for the first year of service. When your web hosting account renews, the applicable then-current pricing will be applied to your account (currently, domain registration is $15.99/year).
If Subscriber registers any domain name as part of a "Free Domain Name" promotion in connection with the registration and cancels with eligibility for a refund, Subscriber's refund will be reduced by the price of the domain of $15.99 per year and a $5.00 administrative fee. Subscriber will retain full ownership and control of any such domain names.
Our Guarantee page also advises that while you will receive a refund, terms and conditions may apply and links to our Terms of Service for their review.
100% SATISFACTION GUARANTEE
We stand behind our products and service. In fact, we guarantee that you will always get reliable hosting, competent support and professional service - or we will issue you a refund. Our industry leading money back guarantee allows you to have peace of mind and to try our services risk-free.
All 6 month and longer term hosting plans for our Business, VPS and Reseller Hosting packages are covered by our unmatched 90-day money back guarantee. All Dedicated Servers and all monthly billed VPS and Reseller Hosting packages are eligible for a full refund for 30 days.
Terms and conditions may apply. You can read all about our guarantee in our terms of service.
We have reached to Mr. Bjekvik in regards to the domain registration and refund. We have canceled the domain registration and have processed a refund for the domain charge and fee. These should show up with his financial institution in the next 2 to 5 business days. He will have the ability to register the domain name with whichever hosting company that he finds that meets his hosting needs.
If you have any questions, please feel free to reach out to us as we would be happy to answer them.
(The consumer indicated he/she ACCEPTED the response from the business.)
Why I accept the response
I only accept the response because they fulfilled what I asked for in my Revdex.com complaint, i.e. a full refund. More, I don't want to get into a big thing about $20,99. Having said that, I am not the only Inmotion Hosting customer to have canceled and asked for a refund, hence the wider scope of this issue is unknown.
Inmotion Hosting refused a full refund until Revdex.com got involved
I initially contacted Inmotion Hosting support to complain about the refund, and they were adamant that I would not get a full refund. Even though I pointed out the substantial divergence between their sales/marketing material and their "terms and conditions" in that chat, they still refused. When I contacted Revdex.com, they suddenly changed their tune. Indeed, one of their representatives called me two times by phone, and was very eager to accommodate my refund request. This begs the question, what will Inmotion Hosting do the next time a customer asks for a refund, and is (understandably) upset about their peculiar interpretation of "full refund"?
The divergence between sales/marketing material and "terms and conditions"
The salespage I used to purchase the hosting package (inmotionhosting.com/business-hosting) does not communicate any limits to their refund policy. As a matter of fact, they literally state they have a "90-Day Full Money Back Guarantee", and their deliberate use of the word "Full" will naturally give customers the impression that they are eligible for a 100% refund. Its widely known that the vast majority of customers make purchasing decisions based on information on salespages, with only a minuscule minority reading the "terms and conditions". Hence, companies are required to provide sufficient information to the customer during the sales process. By operating with such divergence between the two, Inmotion Hosting exemplifies the wrong way to use "terms and conditions" documents in a customer-to-business setting.