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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InMotion Hosting is holding my domains and hosting hostage due to a flaw in their policy.
I've been a customer of InMotion Hosting for a few years and have several domains and hosting sites with them. I've recently learned that InMotion Hosting captures and stores any credit card used for purchase and associates it to your account. Which is wrong on so many levels. However, one would think that if they retain a card, they would atleast associate it to the domain that is purchased, not ALL domains on the account.
In this case, I purchased a domain for a client a couple of years ago (2017). A client whom I have no contact with. I no longer host her account as I no longer offer web development services.
InMotion elected to charge the client's card on 01/02/2019 for two of my personal domains and the client reported it as fraud. I don't blame her I would've done the same thing!!! After speaking with InMotion and explaining to them they were never authorized to retain that card let alone bill another domain's services using that card, they say they need a copy of the last 4 digits of all cards on the account plus identification!!
Hesitantly, I agree to send in my information, but I getting a copy of the card that is NOT mine will not occur. Why? Simply because it is not mine. I no longer have a means to contact said client. And if I did, what are the chances that she would be willing to send a copy of her ID and last four of CC to a company for which she reported fraud against!!!
I made it clear to several reps and the service lead on duty, *** that a change in the credit card process need to happen immediately. They should not be capturing credit cards and billing randomly. It should be noted on the AMP panel the card they will be using to execute billing. He confirmed that the card they billed is not identified and I would have to go searching for a list of billing credit cards to know what they are using.
My small business domain and email is hosted with InMotion Hosting. Although there are two domains for WITHOUT hosting that were billed to the wrong card, they are now holding my other domains and hosting that I've paid for hostage. And I would go a step further and say its fraudulant. My business domain they've parked so my website is down. I'm unable to receive emails. I'm in the middle of establishing contracts for new business. In the middle of a marketing effort and now my business is at loss because of a policy that was poorly thought out.
I don't own the card. I never authorized InMotion Hosting to bill that card for any service other than the domain it was used to purchase.
My complaint is how InMotion Hosting is blocking my entire account, causing my small business to lose money and impacting my brand due to a flawed policy resolution and due to a poor method of unauthorized card retention and billing practices.
To resolve this matter, I would like InMotion Hosting to remove the card from my account. And revise their dashboard to prompt users the option to retain a credit card. If they're unable to execute a prompt, then any services that are being billed should only be billed against the domain for which services are being purchased. I want to provide my Id and copy of the last 4 of the credit card that I own. I want my accounts restored so that I can move my domains and hosting to another hosting provider. I want to pay them their fee minus the chargeback so that I can proceed with parting ways and be done with their policy. I feel as if I should not pay the chargeback fee because InMotion was not authorized to store and bill that credit card. Because they elected to not use the primary card that was used when I set up my hosting account they took on that responsibility for poor implementation.
We would be happy to update you on Mrs ***'s account.
On her account, Mrs *** had multiple credit cards that she had used for purchases/renewals on her account. It is the customer's responsibility to only keep cards that they are authorized to use on their account. They have the ability in their Account Management Panel to add and remove credit cards on their account. On their billing subscription page it does show which credit card that will be attempted when the next payment that is coming due is charged.
As outlined in our Terms of Services, we will attempt to process the renewal of services on the credit card used to renewal service first. If that credit card fails, be it for it being expired or insignificant funds, our systems will attempt to renew the service with the other credit cards on the account. This was the case as Mrs *** outlined.
Now in regards to chargebacks, when we receive a fraudulent chargeback from a bank we take the matter very seriously. To insure that the account holder is not using cards they are not permitted, we lock down the account to protect from additional fraudulent charges being made and additional chargebacks placed against our business. To remove these locks require the customer to have the chargeback reversed by the financial institution or the customer needs to provide proof that all cards on their account were their cards or permitted to use, by providing copies of the credit cards and photo ids. There is also a fee charged for placing a chargeback against us.
Since the posting was made by Mrs *** she has contacted our Customer Service Team and they have agreed to waive the need for the documentation from her clients card and Id. They have also processed the chargeback fee and removed the lock on the customer's account and domains. As she was wanting to move her services away from us, she has been provided with all the information to have her services moved off of our services as per her wishes. All the credit cards have been removed from her account.
If there is any additional information you would like to know, please let us know as we will be happy to assist.
I have been a return customer to them for coupe of times whenever I have hosting need. This review is only for their auto renew policy, I was in deed couple of days late of their 30 days policy and they will not consider any refund. I believe it is very easy for them to verify that I have not been using the service for months and would expect them to acknowledge the facts and take care of their long them customer. But they failed to do so. Anyways. They can keep the $100 and lose a royal customer of many years. Bad business practices. I suggest anyone not to keep the credit card on file
Hello Ben,
Thank you for taking time to write your review.
It is true that we have a 30 day refund time frame for when an account renews for our customers to request a refund. As it is explained in our terms of service we do not prorate for un-used time when you are outside of the 30 day refund window. If there was an exception made in regards to the policy there would be a $50 fee removed from the prorated refund.
As we would not like to see a loyal customer that has come back to us before, and would like for you to consider us again for your future hosting needs, not return again. We are going to process a refund for you for 11 months out of your 12 month renewal. We also will be waiving the normal early termination fee as well. Please look for your refund to go back to the credit card you were charged for the renewal in the next 2 to 5 business days.
We hope this helps for you considering us again for your future hosting needs.
Thank you for getting back. I will be happy to consider your service again.
When I initiated service a year ago, I wasn't told that my rate would DOUBLE after a year.
I started service with In Motion Hosting a year ago on an annual contract. It was not clearly presented anyplace on their website that after a year, my rate would effectively DOUBLE, so I was shocked to find out that after switching to them, I'd find myself needing to consider moving to another provider again because of this deceptive sales practice. Even their current site doesn't say that our rate would double after a year, which is a substantial cost increase and should be clearly laid out.
I would like them to continue to honor the pricing that I originally received.
I would be happy to help update you on the customer's account.
The cost of renewal is higher then the introductory rate provided at time a customer signs up because that is our normal subscription rate for hosting. We offer the introductory discounted rate to give our customers an opportunity to experience what our company has to offer; however, after the initial term length, the cost to renew does return to the original subscription rate.
This cost was outlined in the Terms of Service Agreement that is agreed to upon activating service with our company. We focus highly on customer service and customer retention and if a customer chooses not renew after the initial term, our company does not turn a profit. As an employee owned company this ensures our employees deliver the highest level of customer service and support. As the account ages, we do offer discounts to the renewal rates at our customer's requests.
As for the customer's account, we have reached out to the customer in regards to the renewal of the account and offered to lower the rate by 65%. This would be the level of discount that we would be applying to an account that has been with us for a while. We have updated their Account Management Panel(AMP) to reflect the changes and are waiting to here back from them.
If they have any questions, they are feel free to reach out to us. We would be more than happy to help.
(The consumer indicated he/she ACCEPTED the response from the business.)
They said they will adjust my rate, which is a satisfactory response, thank you.
Quick and easy cancellation today without any upselling. Also, they keep their word with their 30 day refund. Thank you Sierra for the professional and easy cancellation.
Hello ***,
Thanks for taking the time to post your review.
We are sad to see you go; however, as a company that prides itself on setting the industry standard for service and support, it is always appreciated to hear that our representatives are delivering on that expectation.
I have forwarded your comments to Cierra and her supervisor, so that she may be acknowledged appropriately for her professionalism.
Should your hosting needs change in the future, please know that we are here 24/7 and would be happy to have you back. Thanks again for taking your time to post your review.
We've been using Inmotion for 7 years. We made a website change (following their documentation exactly) - and it took our email MX records down entirely.
These should have been unrelated, and all of the documentation that was provided said there would be no MX record issues.
Their support team was extremely hard to get in touch with. The "online chat" had an SSL cert that hadn't been updated for years. The "submit" button on their online support form didn't work. No one answers the phones - our team took turns waiting on hold for hours.
Emails got answers - but only with a request to verify account details, and then no response after.
Still waiting, 3 days later, to get a response from this firm. Can only believe that positive reviews were written by the company themselves.
Absolutely do not recommend, especially when there are so many other providers that do much better work for a much lower price.
Hello Karin.
Thank you for taking time to post your review.
As a company that strives to set the industry standard for customer service and technical support, it is clear that we have not delivered on this expectation.
We are sorry if you had any issue submitting your request to our Support Team. We do show that you submitted in a request to our Support Team on 11/28 and apologize that we could not get back to you until 11/29 due to the higher than normal volume that we were experiencing, but glad to see the issue was resolved with your email.
We do sincerely apology for the delay in getting the resolution to you and want you to know that we do appreciate your business and if there is anything else we can do, please do reach out us at ***@inmotionhosting.com. We would be more than happy to help in any way that we can.
Inadequate tech support & customer service left my internet-based business non-functional for over a week. Repeated failure to communicate properly.
During normal use of my services, my website became non-functional. I connected to InMotion Technical Support in order to attempt to fix the issue. This started a week's worth of multiple daily connections to tech support, where I continually had to re-explain the entire situation in detail to nearly every support agent (16+ individuals) I spoke to.
There were 3 supervisors involved in the issues I was trying to solve. On multiple occasions, I was ensured by these supervisors that they were directly overseeing my ticket, and would be personally ensuring that progress was made and that I would be informed by email as soon as possible. I never recieved a single email communication regarding this issue. And in addition, multiple times, while under different Supervisor's control, my issues/tickets were closed, incorrectly or "by mistake". Which require me to take action and reconnect to support chat and have my tickets re-opened, as the problem had not been solved.
In the end, the cause of the issue was completely overlooked by multiple support agents and supervisors. Upon the root of the issue's eventual discovery, it was solved within a few days. Although not without more miscommunication and ticket closures before completion.
To summarize my complaint in technical detail:
I attempted a backup of my website before proceeding with a software update, the backup never completed, and subsequently locked up my website.
Seeing this, I started my communication with InMotion Technical Support. The reason for the failure was unknown, due to extremely long response times I ran out of time to deal with it at the time and informed the support agent I would reconnect later the same evening if the issue persisted.
Assuming I would have an easier time explaining the issue over the phone, I attempted to connect to Skype tech support. After being left on hold for over an hour, I gave up and reconnected to tech support chat. With the previous tech being unable to determine the cause of the issue, I reconnected with the intention of restoring my website to the previous days backup. Daily backups are part of the service plan I was on with InMotion Hosting. The tech that I eventually connected to informed me that my daily backup had just completed 2 minutes ago and had entirely overwritten the previous days backup. This was the first of many major inadequacies on InMotion's part.
With my backup being completely unavailable, I had no option but to continue trying to troubleshoot this mystery issue that was locking up my website. After ~4 days of virtually zero progress made, I was informed that I should have been contacting the software provider that was being locked up on my website instead of InMotion. I do not know why it took them so long to say there was nothing that they could do, and I should be seeking support elsewhere.
Upon contacting the other support (WHMCS), they informed me that nothing was wrong with their software and requested that I reach out to InMotion support again to continue troubleshooting.
I supplied InMotion with this information and they continued looking into the issue, supplying me with incorrect information and potential causes of the issue. At this point I had already spoken to and completely re-explained the issue to over 12 different individuals at InMotion Hosting. Including supervisors, customer service, and technical support.
It was a few days after this point that they finally pinned down the reason for the issues. Which was a database table issue, and completely unrelated to any of the previously mentioned causes. In order to troubleshoot this, it was requested that my service be temporarily upgraded to allow them to make root-level changes/troubleshooting. They attempted to charge me for this temporary upgrade.
Communication throughout was completely inadequate.
I have over 50 pages of chat transcripts from the week of technical support, that I could supply to back up these claims.
With inadequate communication being my main complaint, I'd at least like a response to my complaint. Which I have requested multiple times now. I was informed that since I chose to end my services with InMotion Hosting and move to another provider, that they did not feel the need to give me any kind of response to my complaint. I believe am due the courtesy of a response, at minimum. This level of service is completely inadequate. I dealt with multiple employees who were completely dismissive and rude. Multiple employees who were unable to provide me with any resolution or update on my tickets. Multiple supervisors who failed to carry out promises made to me, that they were personally overseeing my tickets and would ensure I was contacted. I never once requested any kind of compensation for the downtime or issues with my service, although it culminated in over a week of downtime, and lost business/revenue. All I wanted was adequate support, which I did not receive. In light of this, and repeated requests for a response that were denied, I still only want InMotion to be accountable for this completely inadequacy. Perhaps I should have been requesting refunds/compensation for this all.
I would be happy to update on you ***'s account.
We were contacted by *** in regards to an issue that he had been having with accessing his WHM services on his account after installing some 3rd party software. While our Support Team is more than happy to assist whenever possible, they are trained only in server maintenance. Any third party applications or site building processes are not part of our scope of support, so the ability of our support team agents to assist is based on their background knowledge in the application or process. I am sorry, but due to the sheer breadth of knowledge required to encompass *** site builders, applications, and coding options available, we are not able to offer support for services we do not directly provide. As such, our knowledge and training is directed specifically to the servers themselves.
Since we do strive to offer the most knowledgeable assistance possible, our Support Team does often go outside of the company's scope of support to assist; however, we cannot guarantee that issues involving third party applications can be resolved.
Working to resolve the issue, our Support team discovered that for the software to access the servers it would require what is called root access. This level of access is only permitted on our Virtual Private Server(VPS) and higher services. *** had only a reseller account. This is a shared service account that does not allow root access to the server as changes to the root would effect all the customers on that server, where the VPS and higher would only affect the customer making the changes. *** was offered the an upgrade to the VPS service with 1 free month of hosting, after which he would renew at the regular rate for the serivce after that first month.
***'s account was moved over to the VPS services, but found that there was an issue with a database connected to the account. Our Support Team tried to assist with resolving the issue, but were not able to resolve the issue. *** than decided to cancel the service with us.
As the VPS service was a free upgrade, we would have nothing we could refund back for the upgrade, but as we understand the issues arose while he was on his reseller account that was on a monthly renewal, we are refunding the last charge he had with us back to his credit card used for the purchase.
Again, I sincerely apologize for any frustrations and inconvenience this has caused for ***. If you have any questions, please feel free to reach out to us.
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, as I had already repeated before, communication is my main complaint with InMotion Hosting.
My problem was to do with WHMCS which, while still being a third-party software, is included in every reseller package that InMotion Hosting sells. The fact that this level of technical support was outside the scope of InMotion Hosting support knowledge was not relayed to me until close to a week into the support process.
It was only at that point that I was referred to take this case to WHMCS for direct support, this information came from an InMotion tech support supervisor. After contacting WHMCS, they promptly referred me back to my web host (InMotion Hosting), as they identified the problem was not with their software, but with a fault on my server.
The problem in the end, was a database table that was staying locked up after attempting to backup my website files.
To be clear, nothing that caused this issue was directly related to WHMCS in the end, I merely use WHMCS as a front-end for my server, and as such, it was investigated as a possible cause of these problems.
I did not do anything outside of the normal use of a hosted website, or reseller account. I used the WHMCS installation that InMotion Hosting supplied me with, and attempted to perform a backup of my website before updating it. This is what caused the problem.
The VPS use was suggested by InMotion Hosting, to use for further troubleshooting. I should not have been expected to pay for a temporary upgrade to a VPS that they were going to use solely for troubleshooting in the first place. Even though after receiving confirmation from the billing department that it would be at no charge, I was rerouted to different support agents multiple times, and quoted multiple discounted prices before the support team was able to piece together the entire situation for the nth time and do what needed to be done. The VPS was not needed for any personal reasons or "for the software to access the servers" root access. This situation was a very small piece of my overall problems and not the direct subject of this complaint.
I am being forced the same thing I had to do with every support agent I spoke to at InMotion Hosting: re-explaining the entire situation in detail. The same thing that this very complaint is based around.
I expected an apology for InMotion's shortcomings with their support staff not properly explaining that this was outside the scope of their support. Though in the end, to my knowledge the problem was not directly related to any 3rd party software. If this is not the case, then this failed to be communicated to me properly. Also for their repeated closures of my support tickets in error, while being dealt with directly by a support supervisor. And for the general lack of proper notation and ticket tracking. I should not have had to speak to so many different support agents as if I was contacting support for the first time regarding the issue.
Communication is clearly lacking. The reply received is barely related to my initial complaint.
We are very sorry for the frustration that you experienced while you were with us. As a company that strives to set the industry standard for customer service and technical support, it is clear that we have not delivered on this expectation. We are sorry that the tickets submitted for review by our Support Leadership were closed prior to resolution, resulting in you not being contacted. This events have been brought to our higher management to review and will be following up with the individuals that were part of the ticket's closure.
We try to resolve any issues that are customer's experience, even when they fall outside of our Support Team scope of support, but we are not able to always make that happen, and we are very sorry if this was not conveyed to you. Even through WHMCS is included with all our reseller packages, the program is still not software that we have built. As a third party application our support team agents will try to the best of their ability and familiarity to resolve the issue.
In regards to your particular issue, they found the issue ultimately resulted from a database that we could not resolve without a copy of the database.
Again we are sorry for the inconvenience this has caused you. We hope you will accept this apology for all the frustration and inconvenience this has caused and we do hope that things are able to work out for you with your new hosting company.
(The consumer indicated he/she ACCEPTED the response from the business.)
I have requested a refund for a VPS service that was never activated, however, the service was charged and deducted from my bank account.
On August 11, 2018, I hired a VPS Hosting service with the company Inmotion Hosting, which pays with my debit card and the payment was processed on August 13, 2018, this charge I could verify that it was processed at request a summary of movements to my bank, in which the movement is seen for a total of $ 359.88USD. However, the service was never activated because the company could not contact me to perform certain validations, therefore, on August 24, I communicate with its customer service department to request reimbursement of what I I paid, lamentably, his employee, he informed me that reimbursements sometimes take a few days, especially international ones, so I waited a few more days.
On August 28, when I confirmed that no amount had been reimbursed, I contacted Inmotion Hosting again with the customer service department and I explained my situation to them again, however, they informed me that the payment was never processed, that I must communicate with my bank to expose the situation. Therefore, I communicate with my bank and I raise a report, to which my bank informs me that it will initiate an investigation and it will take two months, finally on November 1, 2018, when receiving a negative news from my bank, arguing that the company in effect, I charge this service, should communicate with them again. On November 1st, I wrote an email to the collection department of the company Inmotion Hosting, explaining the situation as well as attaching my bank statements for the months of August and September, where it can be seen that, in effect, the day August 13 was discounted the amount of $ 359.88USD from my account and was not returned.
I want that payment for a total of $ 359.88USD that I paid to the company, be reimbursed to me since the service I hired, was never activated. In addition, the company has a guarantee policy which states that if you are not satisfied with the service, you can request the cancellation and return of the money, which the company did not respect.
I would be happy to update you on the status of *** account.
*** did place an order for a VPS service from us on August 11, 2018. Before we activate an account, our customers go through a confirmation call with our Onboarding Team. While this is being setup, we only place a hold on the funds with the customer's bank. We do not request transfer of the funds until after the confirmation has been completed. We attempted to reach MR. Cortes through multiple emails and phone contacts between August 11 to August 16. When we were unable to reach ***, we voided the order and advise the customer's bank to cancel the hold on the funds.
*** then reached out to us on August 20th where we advised him that the order had been voided and the funds released. We were contacted again the 24th and were advised by *** that he had not received the funds. We verified with our payment processing company that the funds had been released and they confirmed that the reverse authorization had been provided to the bank.
Auth Reversal 08/16/2018 -$359.88USD
As the funds were not requested by us and the hold request had been reversed, there is unfortunately nothing more that we are able to do. *** would need to inquire with his bank in regards to the status of the funds.
If you have any additional questions, we would be more than happy to answer.
Paid for a year of dedicated server and support. Server failed about 3 months before contract expired. They refused to refund us for that portion.
We have been using dedicated hosting and premium support with this company for almost two years. We pay for a year of hosting up front each year. A few weeks ago our server started crashing. Over 5+ server crashes in less than 5 days. We patiently worked with and waited for a solution/fix from their support team. Keeping in mind we direct $***+ in PPC marketing to this website, excessive down time is expensive for us.
I was able to even catch the server in process of its crash. Had a support person on the phone and they could not provide any answers. Very frustrating.
The final answer back was the problem was not their issue, even though we were able to confirm it was. We received no help or resolution. As a result we were forced to move our server to a new hosting provider. We have since been there over two weeks with ZERO issues. Further confirming there was a problem on their end.
After having to make that move, I canceled our remaining contract and closed our account. I reached out to their billing department two different times to request a refund for 2-3 months of our contract that we already paid in advance for. We are not using them or their services anymore but they are forcing us to pay for it still. We had no desire to move but were forced to since they could not deliver on their services we paid for. I never even asked for additional refund for the trouble and double hosting costs we incurred while having to move away from them to fix the issue.
Personally I feel scammed and insulted they flat out refuse to acknowledge it or refund us for what we aren't using anymore.
I've read numerous reviews and complaints on Revdex.com in regards this company. I see a lot of people experience the same problem as we did.
It is unfortunate, we liked using InMotion when things worked. Prior to this we experienced great service and support. I don't know what has happened but this was a 180 different experience. Especially when we REALLY needed their premium support, that we paid extra for (we were not on a shared server environment).
Refund us for at least 3 months of our contract which we already paid for and aren't using. Personally with all the trouble I am having to go through to even have the make it right, it should be a bigger refund.
Allow me to update you ***'s account.
In regards to refunds, we refund within 90 days of creating an account or with in 30 days of an account renewing. Being outside both of these, we can set the account to expire on the upcoming renewal date and the customer can continue to use the service until its expiration date, or the customer can cancel without a refund. We do not offer prorated refunds.
As the customer's account outside of this time frame there would not have been any refund available for the account.
Now that being said, we can look to make an exception for the customer. When we process these exceptions there is associated early termination fee of $50.00 that would be applied to any prorated refund.
What we can offer to help to resolve the customer's complaint is to process a refund for the two remaining full months of service on the account (customer's renewal date was December 19, 2018 and they called on October 10, 2018 to cancel), and due to the frustrations, we can waive the $50.00 fee as part of the renewal. This would leave a refund of $426.78. We have processed the refund and the customer should have received an email to their primary email address showing that was completed. The refund will take 2 to 5 business days to process back to the card that was used for the payment.
We hope this helps to resolve the customer's complaint and help to move this issue towards a close. If you or the customer have any questions, please feel free to reach out to us.
Loosing faith in InMotion Hosting! Customer service is horrible and does not care about our businesses! Websites limited without notice.
I am starting to hate InMotion Hosting. Hate is a strong word and I am sure it's the right one. I will be writing an entire blog article and taking a video of this mess. I have been lied to and up-sold stuff not needed. I am sick of half *** employees that don't do their job.
I have suffered loss and have spoken to 3 chat reps and have several calls into InMotion. Here is the issue...
I was sold a WordPress optimized server and a dedicated IP. I was told this is a seamless transfer and that it would be easy due to the fact the files are already on a shared InMotion server.
For the last day the site has been completely down and several reps told me it was propagating. Here's a suggestion... Your reps should actually do their job and look at what the customer is saying. You have wasted so much of my time!
2 WEEKS! This is the latest story that moving those files will take 2 weeks! I could have gone with 3 other hosting companies and had this done in a few hours. FRAUD! What I was sold by your sales department was a complete lie and an upgrade that was not needed.
What has happened to your company? Service has dropped by 100% and your reps don't have a clue what they are doing.
I think you owe me something better than what you just delivered. I am going to leave your service and be forever *** off at this horrible lack of attention to details.
2 weeks to move my files when I was sold this as a no hassle flip. I think we are done. The more I boil about this screw up the more angry I become.
I would be happy to update you on our customer's account.
We are sorry for any misinformation that was provided. While the process to move the accounts does not take long to happen, the current backlog of accounts in the queue for our internal migrations team has created a delay in the process. The delay has pushed back the start of new requests to take 1 to 2 weeks to begin.
We want to help make this up to our customer. We have a paid service through our company called Managed Hosting that reserves time with one of our senior technicians. We are happy to provide him an hour of free time with our Managed Hosting Team to help with the internal migration of their site. To use the time, the customer would only need to reach out to us between 9 am and 9 pm EST, Monday through Friday, to be transferred to our Managed Hosting Team.
In addition to the time with our Managed Hosting Team we are also processing a 20% permanent discount to their WordPress Hosting Plan due to the inconvenience and frustrations this has caused. The customer should have received an email in regards to the discount and can view the change on their Account Management Panel (AMP).
We are also reaching out to customer directly with these offers to help and mend the customer's trust with us. Again, we are sorry the for the misinformation and want to try to help move this towards a resolution that works for everyone.
(The consumer indicated he/she DID NOT accept the response from the business.)
t and it is your responsibility to deliver what you sell. Your site says free mitigation with no downtime. You have failed!
Wow! $20 credit for lying and selling me something that is still not working. Have some integrity and fix what you sold me. In your letter it states that I need to call again to do something. This is b
I would be happy address the customer's concerns.
The information on our website is in regards to transferring a website from another company to our services. I have provided a copy of the information from our website.
FREENo-Downtime Website Transfers
Are you worried about moving your existing web site to us? Don't worry- we offer FREE website transfers to make sure your site is moved to our servers without any down time and without losing any of your important data.
In regards to internal migration, the moving of the files from one account to another would not create any downtime during that move. The site would remain active an alive on the old hosting plan while it transferred to the new account.
As for contacting us, we were only requesting that customer just confirm the site information and any special needs he may need completed during the move to his new account. This is to insure that what the customer wants gets completed to his satisfaction. Reviewing of the account shows the customer has reached out to our Managed Hosting Team and the transfer has been completed.
The managed hosting time that was being provided for free is a $75 dollar cost, and discount that we are provided to his account is a permanent reduction to the customer's renewal rate for their account. As long as they are on the WP-1000 the discounted rate provided will not go up.
We feel that everything that has been provided would more than make up for the miscommunication that started the entire
My company has been with InMotion Hosting for 13 years. Their tech support desk is located on-shore and their tech support team is one of the most responsive in the business. Time on hold may be long during the workday, but response time during evenings and weekends is very good. I have recommended them to others in the past and will continue to do so.
Helo Cheryl,
Thank you for taking your time to leave a review about our company.
We pride ourselves on setting the industry standard for service and support, so it is always appreciated to hear that our representatives are delivering on that expectation.
We try to work to keep our hold times as low as possible. Our agents work to try to get to everyone in queue as quickly as possible. We know how important your time is.
I want to thank you again for the review. If you have any additional feedback, please feel free to contact our Customer Service Team. Your feedback helps us promote growth, and presents coaching opportunities for our representatives, so any feedback is always welcome.
InMotion Hosting.
The company took away the ability to change your website by no longer supporting the website builder.
The company supplied a website builder to build and maintain the website. They now no longer support the web builder so the website cannot not have any changes made to it. They said to build another website in another format that will take hours and thousands of dollars. I pay a yearly fee for the website and this feature has always been supported. How can they just stop supporting it and leave their customer in between a rock and a hard place.
It's awful customer service.
People need to know what they are getting into before working with Inmotion hosting.
We would be happy to provide some update to the customer's concern about the discontinuation of the Plesk Website Builder.
The Plesk Website Builder, called the Premium Website Builder, was a product has served many of our customers well over many years, but unfortunately has now become obsolete and no longer receiving regular updates. This lack of updates means that the builder will allow for gaps in security that could not only leave the customer's website, but our networks vulnerable as well. It was with heavy heart that had to provide notice to the customers that still used the builder back in April that come July 20th, we would be discontinuing service. I have include a copy of the email that was sent out in April, June and July to the accounts with active Premium Website Builder Accounts.
Dear Valued InMotion Hosting Customer,
This email is just a reminder that on July 20, 2018, we will be deactivating our legacy Plesk Sitebuilder at https://builder.inmotionhosting.com.
If you no longer use Sitebuilder and/or have already used other tools to publish your website, you do not need to do anything. Your Sitebuilder account will be automatically deactivated on July 20, 2018.
If you currently use Sitebuilder OR your current live website was built with Sitebuilder, your live site will not be affected; however, once Sitebuilder is taken offline, you will no longer be able to make changes to your existing website using Sitebuilder. You have several options on how to proceed:
Option 1: Build your new website with BoldGrid, our new website builder for Wordpress:
https://www.inmotionhosting.com/support/edu/boldgrid
Option 2: Continue hosting your existing site.
If you are happy with the website you currently have published from Sitebuilder, you are welcome to keep it. Please do bear in mind, though, that you will not be able to use Sitebuilder to make changes to that website, nor will our Support department be able to assist with content changes to files that Sitebuilder placed in your account.
Option 3: Let us build you a new modern website!
We are offering a special promotion for Sitebuilder customers starting at $99 per page.
Click the link below for information:
https://www.inmotionhosting.com/bgdesigndeal
Option 4: Utilize a third-party solution.
There are many commercial and open-source applications available to help you build a new website. A great place to start looking is in the Softaculous section of your cPanel, which has hundreds of applications that are installable in just a few clicks. While Wordpress is the most popular and widely-supported, there are hundreds to choose from. For more information, click the link below:
https://www.inmotionhosting.com/support/edu/cpanel/softaculous
Please also be aware that if you will not be retaining your Sitebuilder website, it is best that you remove any files that Sitebuilder has placed in your website prior to publishing a new one. More information on this is located in our Support Center:
https://www.inmotionhosting.com/support/edu/premium-website-builder/how-to-remove-a-website-published-using-the-premium-website-builder
We do apologize for any inconvenience that may be caused by this transition, and our technical support team is available 24/7 to assist with any issues you may have. If you have any questions, do not hesitate to contact us.
Best Regards,
InMotion Hosting
*** (***) Available 24/7
Reach us on Skype: www.inmotionhosting.com/skype
http://www.inmotionhosting.com
For answers to commonly asked questions, visit:
http://www.inmotionhosting.com/support
As mentioned in the email, our customer's were being provide with options to help them with the discontinuation of the program. We have other free software available to allow them to recreate their website on those program. Many, such as BoldGrid, are drag and drop Content Management Systems, better known as website builders. We also provided to our customer if they were not comfortable with re-creating the site themselves, to have our design team recreate the site on BoldGrid for them. This service did carry a reduced price compared to the regular cost to create a site for a customer. They also had the option of having the site stay on the Premium Website Builder, but in doing so, they would no longer be able to perform updates on the site through the program.
We are sorry about the inconvenience and frustrations the ending of offering of the software has caused for the customer, but we tried to provide ample warning, free software options and reduced pricing for professional services to help with the transition.
Company is refusing to give me a refund for the 2nd time, after wrongfully charging my card for service I no longer wanted nor use!
In November of 2017 I made a complaint because the company refused to give even a partial refund for services I paid for and didn't receive. After contact through the Revdex.com we agreed on a refund of $52.81... I have yet to receive this refund! I was prepared to let the matter go since the company had admitted to its wrongfulness in the matter, until I was again recently charged for services from the company. I sent them an email about how I don't want the service and need a refund for the service I had just been charged for, and how I hadn't even received the refund for the 1st issue. I received a rude reply back about how I did receive a refund and what am I expecting from this other matter of a recent charge to my card. When I replied back requesting them to tell me where the refund was sent because I never got one and wanting a refund for the most recent charge, they tell me after looking into the matter there was a miscommunication and are issuing me a refund for the $52.81 I was due back in November of 2017, but can't give me a refund of $24.98 because it's past 14 days of billing me and emailed notifying me of an auto-billing. Honestly, I never got this email, obviously because I SPAM blocked emails from them after the first incident back in November. And... it hasn't been 14 days as they stated, my account was only charged on June 19th, and I contacted them on that same day requesting the refund! Now, I can contact my bank and dispute it with them, but the right thing for the company to do is reverse the charge, and stop charging me for services I do not whan from them!
I would like the company to refund me the $52.81 they should have given me since November of 2017 as was agreed upon, and the $24.98 they just took from my account on June 19th, 2018 for a total refund of $77.97
I would be more than happy to update you on the customer's account.
When the customer contacted us in November she had requested the hosting plan to be cancelled, but her domain registration to remain active. The hosting was cancelled and at that time, but as she was outside the refund time for a hosting plan, was told that there would not be a refund available.
She then posted to the Revdex.com about her displeasure that we would not process a refund on her account. We had, as per our post in her last complaint, reached out to request if the customer would accept a partial refund, or given the option to reinstate the hosting and continue until her term was completed. She, as she stated here, did not reply to our email.
When she contacted us in regards to the refund she was misinformed by the first agent who misread the note in her account, thinking the refund had been issued when we had only in fact reached out to the customer to confirm if she wanted the partial refund. We apologized to her in regards to this miscommunication.
In the email regarding the hosting refund, she had requested that charge for her domain registration that had occurred that day be refunded because she did not want the domain. She was advised that domain registrations and domain privacy are non-refundable charges. She was also advised that with domain registrations they are renewed 14 days prior to expiration. To assist I have provided the portions of our Terms of Service that the customer agrees to that advise about auto renewals and domain registrations:
Here we cover the authorization to auto renew the services with us unless informed not to by the customer.
Section - Term; Termination; Cancellation Policy.
Subsection - a.
After the Initial Term, this Agreement shall automatically renew. ADDITIONALLY AFTER THE INITIAL TERM, YOU ACKNOWLEDGE, AGREE AND AUTHORIZE COMPANY TO AUTOMATICALLY BILL AND/OR CHARGE ON YOUR CREDIT CARD FOR SUCCESSIVE TERMS OF EQUAL LENGTH AS THE INITIAL TERM, UNLESS TERMINATED OR CANCELLED BY EITHER PARTY AS PROVIDED IN THIS SECTION.
We also explain that due to impact of a domain registration expiring, we process domain registration renewals two weeks prior to their expiration date:
Section - Term; Termination; Cancellation Policy.
Subsection - a.ii
Additionally, in an effort to ensure your domain registration renewal processes successfully, InMotion Hosting may process the renewal charge up to two weeks in advance of your expiration date unless you explicitly request otherwise.
We also explain that the domain registration is non-refundable:
Section - MASTER DOMAIN REGISTRATION AGREEMENT
Subsection - 1
FEES. Registrant agrees to pay Reseller the applicable service fees prior to the registration or renewal of a domain. All fees payable here under are non-refundable even if Registrant's domain name registration is suspended, cancelled or transferred prior to the end of your current registration term.
To help with making sure that our customer's are aware of upcoming payments, we provide renewal reminders to our customers 30 days prior to the renewal date. On 5/19/18 we provided a renewal reminder to the customer's @aol.com email address on the account making her aware of the upcoming charge. She did not reach out to us to cancel auto renewal.
As for a refund on her domain registration, we are sorry but the domain cannot be refunded. The domain has been renewed with the domain registrar for another year. The customer has requested that the domain now be set to expire so as to turn off the auto billing. When the domain comes up for renewal next year the domain will not renew and will cancel out.
If there is any additional information you would like, please feel free to reach out to us.
(The consumer indicated he/she DID NOT accept the response from the business.)
They were told back in November that I no longer wanted their business after the term expired. They chose to not acknowledge that discussion! I have no use for the domain, should not have to pay for the domain, and should receive a refund. Let them swallow the cost for the domain for their failure to pay attention and try to give some round about way of keeping my money... or charge interest for their failure to give me my 1st refund in a timely manner!
We are sorry but we would not be able to process a refund for the customer. The domain as been renewed for another year with the domain registration.
As she has made it clear through her postings here, we have set the domain registration to expire on the next renewal of the domain registrations. This will cancel out the auto billing for the domain. On the next renewal, the domain will not renew and expire with the domain registrar.
She will have control of the domain and able to point the domain to a new hosting company or if she wishes to transfer the domain to new domain registration. To transfer the domain she would only need to reach out to us to provide the code to provide to her new domain registrar. We are sorry that she is not happy with the outcome but we would not be able to process the refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
That's still not an acceptable answer. THEY failed to cancel the auto renewal back in November. THEY failed to give the first refund in a timely manner. THEY should have to pay for their failure, not me.
InMotion is holding a domain name that I own through another hosting company
On May 18, 2018 I purchased a domain (mistexop.com) through a hosting company via regular purchase (not auction) that was previously held by InMotion. The domain had long ago expired and was available for public purchase. InMotion is not releasing the domain to the new hosting company. Multiple attempts to resolve with customer service was denied. This is costing time and loss of revenue.
Release the domain to my hosting company, providing authorization codes immediately.
I would be happy to update you in regards to Mr. request.
We are a domain reseller for Tucows. This means that when our customer's purchase a domain name we registered that domain name through Tucows for our customers. At the time that Mr. had made the request to transfer the domain mistexop.com, the domain had already expired. The domain had come up for renewal on 4/14/18 and our customer had not processed a payment to renew the domain for another year.
After 3 days past the renewal date has passed, Tucows will lock down the domain. The domain will remain under their control while the domain goes through what is called the redemption period. This period can last up to 60 days before any action can be taken in regards to the domain. We have no control over the domain when it is in the redemption period.
While a domain is in the redemption period, Tucows is able to auction the domain off for purchase. If a domain register purchases the domain for the price they are asking for, the domain is opened and able to be moved to the purchasing domain registrar. If the domain is not purchased for the requested auction price and the redemption period has expired, the domain would go back up for public sale and able to be purchased normally by any domain registrar.
I have reviewed the domain as to it's current status and show that as of 5/30/18 the domain has moved from Tucows to GoDaddy:
Domain: mistexop.com
Registrar: GoDaddy.com, LLC
Registration Date: 2016-04-14
Expiration Date: 2019-04-14
Updated Date: 2018-05-30
We are sorry for any inconvenience that may have been caused and would have been happy to help if there was anything we could have done to assist with the process.
I been with this business 2 months and have many issue with connection time out, inrespect words from a team and very poor services and quality
Issue start from the beginning however increase the issue when I am upgrade the site.
The move my site to another server to see if work better
We'd like to sincerely apologize for any inconvenience or frustration that Mr. has experienced recently with this connection issue. We want to assure Mr. that we understand how important having a problem-free website is to all of our customers and know that situations like this can be very frustrating to a customer.
We have reached out to Mr. to explain that the issues that he is having with his website are due to the usage of CPU due to a plugin. We have offered direction on how to go about installing heartbeat control to help limit the usage on his website as well as monitoring it to help reduce excessive requests. Additionally, we have advised that if this is still not to Mr. satisfaction, we would be more than happy to assist in helping him move to another server.
Again, we are sorry for the frustration that Mr. experienced and will continue to work with him to ensure that any outstanding concerns he may still have are fully addressed and that he is satisfied with the level of service and support received from our company going forward.
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello
After the changes made and the collaboration of the InMotionHosting complaints team, the service is working much better than previously, having timeout at certain times but not with the previous frequency. Now to end this case we request a credit for the month that we had these mishaps that prevented the production of our services and the access of the page to our visitors. We hope to reach this agreement in a correct and fair way from our web supplier.
Thank you
We would be happy to update you in regards to our customer's account.
In further communication with us, the customer has indicated they wanted the server to be moved. Our systems team asked them for more information via email on 05/08/2018 and advised them on the server move and what it entails. The systems team then moved the server on 05/16/2018 as Mr. requested and informed him as such.
(The consumer indicated he/she DID NOT accept the response from the business.)
We are waiting for the vps server to be moved to a new one.
If you are looking for a service in the hosting business, DO NOT CHOOSE INMOTIONHOSTING! It was been the worst experience for our company. I have been with them for over 1 year and every time I have an issue, they bounce me around from one department to another. If you want to be on hold with a company for a long time, then choose these guys. I
Hello Ryan,
I am very sorry to learn of the recent frustration that you have experienced. As a company that strives to set the industry standard for customer service and technical support, it is clear that we have not delivered on this expectation. We would like to see what we can do to help change this for you.
We certainly understand your concerns about recently elevated wait times to reach us for technical support, and it deserves an explanation. We have seen a rapid increase in our customer base recently which has in turn increased the amount of volume we receive for support. We can assure you that we are taking the appropriate steps necessary to return to the quick response times we strive to maintain. This includes some organizational adjustments, but primarily increases in staffing to handle the increased volume expectations. It does take some time to identify and fully train qualified candidates; however, you will begin to see our wait times improve as our new staff members complete our rigorous training program. We thank you for your patience, and understanding while we work diligently to improve our availability for your Support needs.
We would like to see what we can do to help with any issues you maybe experiencing. If you could please email us at Revdex.com@inmotionhosting, we would be happy to see what we can do to help resolve them. Please remember we will need to verify you as the account owner. In order to verify the account ownership, please respond with either the current Account Management Panel (AMP) password *** the last 4 digits of the credit card on file. We appreciate your understanding in these steps we take to ensure the security of customer accounts, and apologize for any inconvenience this might cause.
I work for a company where they have 7 VPS with InMotion. I have not been happy with how they handled my issues. Unreliable in fixing issues. "high tier" technicians are too lazy to read the information posted on the ticket. They only read the latest thread. I sent them multiple emails because I was told by the chat support, to email the information. So the emails that I sent them previously was not read. (dear lord!)
Oh, their ticket system is horrible! 99% of the time, the system didn't send out email. I had to either call/ chat the support to get the latest status and asked them to manually send the email.
All manual emails arrived with no issues.
When they upgrade a server, they don't check the sites linked to the server. Suddenly I have multiple sites that are down due to the upgrade. "Minimal downtime" they said. It was a full day downtime. 2 days after the upgrade, I found a FATAL error, related to the upgrade. How can they missed it? They don't have a proper protocol either that or again, the technicians are too lazy to follow the protocol.
Every new domains, I always experience DNS issue, oh and they cannot do it right when I asked them for the first time. I had to contact them for the second time. So for the second time, I had to ask them to push the DNS and check the cluster.
I asked them to remove the dedicated IP, they did remove it. However, the technician immediately add/ install that IP to somebody else's hosting/ server. Now, my website instead of showing a connection issue (during the propagation process), it's now showing somebody else's website!!!!! Don't you guys have a protocol that any removed dedicated IP, cannot be linked to any server/ hosting until the propagation is done?
Very knowledgeable? I don't think so.
Very responsive? Average
Hello ***
Thank you for contacting us. I am very sorry to learn of the recent frustration that you have experienced. As a company that strives to set the industry standard for customer service and technical support, it is clear that we have not delivered on this expectation.
If you could please email our Customer Care Team at ***@inmotionhositng.com, we would like to see what we can do to help resolve you issues and mend any bridges that may have fallen due to your loss in faith in us. If you could please include the primary domain name for your account and provide any of the forms of account verificatoin as outlined in the article below in your email, it will help us to start researching right away.
Submitting a Ticket Request
***
Again, I sincerely apologize for any frustrations and inconvenience this has caused for you, but we look forward to hearing from you to see what we can do to help.
InMotion Hosting Customer Care Team
I am a very happy customer.
I have very recently migrated my website from an EIG company web host to InMotion Hosting. I immediately discovered InMotion Hosting offers live telephone support for any type of customer issue, such as technical help and billing enquiries. I live in the United kingdom and as far as I know it's a free call charge to InMotion for customers who live in the United States. My telephone call plan is with Sky Corporation and they informed me it's only two pence per minute to call the USA from the UK.
As I don't know very much about website hosting, I have had to contact InMotion Hosting quite a lot of times. Usually the call waiting-time to speak to a customer service adviser has been just a few minutes. Once, the waiting time was much longer than that, so I hung up, waited an hour and retried. I was then able to speak to a customer service adviser almost immediately. I guess they have call queue jams just like other companies do.
I have found all of InMotion's customer service advisers have been very helpful, knowledgeable and polite.
I have a 12 month contract with InMotion Hosting and it's hardly more than the EIG hosting plan I saw. I had a very good discount with InMotion Hosting through WPCrafter on YouTube. The video is: 3 Best WordPress Website Hosting Companies That Include Free SSL Certificates. Video URL: ***
WPCrafter's Discount Link for InMotion Hosting, etc is below the YouTube video: *** The instructions need to be read and followed carefully on this Order page but other than that, it's really easy.
If you watch the video you will discover InMotion Hosting offers free use of fast Solid State Drives and have free Data Backups and Domain Names on all their hosting plans along with Google Apps Integration, etc.
WPCrafter has hundreds of great videos. I specifically recommend this YouTube video for beginners in website migration:
How To Change Webhosts, Move Your WordPress Websites, Emails, & Migrate All Your Data
Video URL: ***
I found this video very helpful.
I have a lot of confidence my website is being very well looked after now I am with InMotion Hosting. I am very glad I made the effort of changing web hosts.
Thank you so much for taking time to provide your review of our services.
As we do offer 24/7 phone support, we also offer chat and email as a option to help our customers get in contact with us. We do also offer Skype as a way to contact our Customer Service and Support Teams. This is not video Skype, but voice contact. We find it a great way for our international customer to reach us without having to pay for international rates. To help, I have included a link to our contact page which, if you need to contact again, you click on the Skype contact to get in touch with us.
***
Thank you again for taking time to post your review. If there is anything that we can assist you with, please let us know. We are here for you 24/7 via phone chat or email.
Customer Service
InMotion Hosting
inMotion is like all the big guys from an advertising perspective. new sales get a discount but year over year users pay full price.
PRO shared hosting has full blown outages is another users hogs all the resources.
Thank you for sharing your thoughts!
It is true that we offer reduced pricing for our new customers for their first term of service, but after that initial term, the price does go up to our standard rate. We offer the reduced rate at a loss to ourselves as we want the customer to experience our services with a limited financial risk and decide if we are the right hosting option for them. We are confident in the quality of the service we offer as well as in the quality of our technical support team and customer service staff in providing the highest levels for service and that we are well worth a full-price commitment.
For tenured customers we do also offer discounts as well after they have spent at least a term at our standard rate.
BUYER BEWARE!!!
My experience with inMotion services and Technical support are the reason I questioned paying full price in the first place!
I have a PRO shared wordpress setup and have several times when my sites were unresponsive for almost a minute, so I hook up with your support and by then everything is back on-line and I am told someone else hogged all the CPU and was shut down.
I have not launched and have no traffic! That's on the PRO shared. lol.
our website gets so slow through the day that I will be forced to buy dedicated server space as soon as I launch.
Technical support is hit and miss. Some have been great. others are pushy to close the call.
In my opinion inMotion are not worth full price!
Unfortunately, in a Shared Hosting Server environment like our business class hosting accounts, actions of other users can occasionally affect the Quality of Service. Our Systems Team is here 24/7/365 to identify these cases as soon as they happen and work diligently to resolve them as soon as possible. Typically, these instances may not affect the hosting, and if they do it will only last 5 - 10 minutes; however, it is a continual risk for websites hosted in a shared hosting platform. Our Systems Administration team does everything possible to provide adequate resources to each customer account; however, there is no means to anticipate when a customer's website will generate a large amount of traffic or cause a load spike on the server environment as a whole which in turn affects other users.
It is not a requirement for you to upgrade your account; however, if you are interested in more resources for your website without the risk of being impacted by other hosted websites on the same shared server, I recommend reviewing our VPS options which provide dedicated resources.
If an upgrade of services is not within your budget or not needed at this time, our Support Staff may be able to offer a free migration to a different shared hosting platform. Migrations between shared servers on our server fleet is not the norm; however, in the interest of helping you find stability for your website, we would be glad to make an exception.
Unfortunately, I cannot guarantee that a move to a different shared environment will fully resolve the issues you have faced as hosting within a shared environment will ultimately always inherit the risk of being affected by other users.
inmotion offers excuses and no guarantee's-I have spent so much time trying to work around this with no real help from impatient inMotion support (install a cache-bye) because you cant support this shared hosting product (no guarantees and your site will be unavailable for long bursts of time-bye bye impatient customers) except to offer an upgrade path to VPS.
t), FREE CDN (cloudflare) and you will get performance that will get you on googles acceptable speed rating. it will also eliminate brown outs and improve global performance. this is what I did... for now. when we launch ill upgrade to VPS on another host that doesn't *** up the price after its first year for its loyal customers.
I HAVE 0 TRAFFIC ON ONE WORDPRESS SITE AND RATE SLOW ON EVERY TEST TOOL OUT THERE (including GTmetric and page speed insight by Google) ON THE PRO ($140/year) ACCOUNT.
POTENTIAL BUYERS, if you are reading this and have gotten this far, congratulations. If you are seeing slow downs, or slow at times and black outs like i'm seeing and you paying what I am paying. there are I believe two options available.
1. Install a FREE cache (W3), FREE image compressor(Smus
2. find a host selection tool that gets you the best deal for the money at that time as hosts are constantly working to keep up with the competition.
I found a new host for the same price as what I pay at inmotion. there price doesn't go up after the first year. they provide built in cache (that saves >100/year), CDN (>200/year) and have other performance boosters built in.
inMotion, in my opinion you have fallen FAR behind the competition on the shared hosting front and you have a very complex offering for upgrades to anything better than what I have.
These guys are doing great answering all my questions and helping with my website migration. Thank you!