Site5

I transferred my domain to *** and discontinued my service with SiteWeb Hosting on 11/171/I received an email on 08/01/in regards to an invoice (#***) with an amount of $due for hosting serviceI emailed Siteon 08/01/at 0644, notifying them I no longer have an account with them and not to bill meThey billed me anyway

We were sorry to hear of *** *** troubles and have taken time to review these experiencesUnfortunately we can confirm that we did have some issues with the server that *** ***' sites are located onRegrettably, this issue affected multiple servers, and while we quickly identified the
overall issue, the fix was not immediate, and did take some time for us to completeWe apologize as we have found *** *** was misinformed that the issue had been fixed on her server, when in fact we were still working on applying the fix across several servers, including the one that *** *** is hosted onGiven the sequence of events, we certainly understand her frustrations, and apologize for the downtime.We also understand there was concern about the price increase which occurred in JulyWhile we never want to raise prices, we feel the cost to our customers has been significantly low and overtime, our costs of doing business have increasedWith higher prices, we aim to reinvest in our platform to provide more reliability for our customer's sites.We have found that the first invoice on the account which showed the increased price is invoice #***, which generated on 06/06/2017, but was not due until 07/10/We also see that payment for this invoice was received on 07/05/This invoice was generated more than days early to serve as the notification of the price increase, as our customers were sent an email to notify of the invoice generatingWe understand the desire to have further notification and will consider this feedback should the situation arise in the future. Due to the downtime, as well as the other troubles that *** *** has experienced, we have issued you a month credit to her accountThis credit will automatically be applied to new invoicesWe have reached out to *** *** to discuss any additional concerns that have not yet been addressed, but unfortunately have not heard back at this time, but if we can be of further assistance, please do not hesitate to let us know

Good Evening,We appreciate Mr***'s positive words on the support received in the past but we were sorry to hear of the trouble receiving assistance as of late as well as the issues with our support articlesWe have not received reports of similar troubles with our support pages and have
reached out to Mr*** to provide a refund, but to also investigate the concerns raised with these articles and the recent assistance providedIf we can be of any further assistance with this complaint, please let us know

My problem is that I have paid for a service that I did not receive, the company is refusing to refund my money, and they have stolen my intellectual property
On 17th October I spoke (via Live Chat) to Siteregarding migrating my website from one of their servers(services) to another server(service)
They told me I had to sign up for a new service, and then cancel the old oneSo I signed up for a new service that day
On 20th October they charged me for one month (on the old service contract), saying that they would credit me the pro-rata difference onto
my new service On 26th October I cancelled the old service as they told me to do via emails
On 30th October, after issues on their end, they told me I could pay for the new service now, which I didI then asked them to activate the new service, and migrate the content from the old website to the new one
From 31st October to 3rd November, I was on Live Support every morningand night trying to work out why my websi

Good Afternoon,We are sorry to hear that Mr***’s site was negatively affected by the recent hardware migrationDuring this migration we removed many depreciated features from the server such as versions of PHP which had reached End of Life and were no longer being support nor receiving updates
This lack of updates made those PHP versions a potential security risk that we wished to eliminateIn doing so Mr***’s site ceased to function as it still required PHP to operate properlyPHP sadly reached End of Life on September 3rd, so it was not configured on the new hosting serverOnce this was discovered we did offer a refund unfortunately due to some high volumes for the queue in which that ticket was placed to be processed it was not immediately issued once Mr*** repliedWe have since followed up with Mr*** in his ticket with our management team and explained the situation surrounding his refundWhile the refund was being processed it was discovered that the payment that had been submitted for his hosting package did not complete properlyThe initial payment was received on March 1st and later that day a temporary hold was placed on the payment by ***On March 7th the payment was canceledThe billing system did not properly update to reflect this so his hosting was left active without paymentWe have issued a refund for the *** *** *** *** *** service which totaled $We have asked that if Mr*** provide us with the *** Transaction ID for any other payments that he feels he should receive a refund for so that we can look into those for himWe do apologize for any inconvenience that this recent migration has caused for Mr*** and we look forward to reaching an amicable conclusion to this situation

I'm another unhappy customer of SiteI too was migrated from IX Web HostingI thought they were mediocre, but Sitehas set the bar way lowerMy web site won't work from MY OWN networkMy FTP sites that my customers use to send me work don't function they way they did at IX and they don't support encryption like IX didAll the while when I was notified of the switch to Sitethe email said "Don’t worry, your data and settings will stay the same." Oh how I wish
Unless you love having endless headaches, DO NOT sign up with this company, their support is terribleChat onlyIt's impossible to speak with anyone

Greetings,We appreciate the patience in our response and after further investigation, we have been unable to find the reported charges associated with this accountWe have opened an audit with our credit card processor to investigate if the payments were somehow applied to a separate account, and
will be following up with *** *** as soon as we hear back from our card processor. If we can be of any assistance in the meantime, please let us know and we'll be more than happy to help

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me ON the CONDITION that Sitefollows through on refunding my payment via check mailed to the address associated to the account with Site5.I have yet to receive any correspondence via email nor have I received a phone call from Site
Sincerely,
*** ***

I have been charged $for a web host account that I have repeatedly asked to be cancelledThere was / is no contractI removed my billing information from the account, or tried to, but I've still been billed, and now the company refuses to refund the moneyThe email received when I requested the refund is listed below, in quotes:
"Unfortunately your account would not be eligible for a refund under our money back guarantee as that only applies to accounts under days old, not payments underdays oldHowever, as a goodwill gesture we can add the unused amount as credit on your billing accountPlease confirm whether you wish to take the amount as credit in your billing accountThis credit will be applied either towards the hosting renewal or for the products purchased through the account."

Site5.com was our web hosting company for the website railsolution.org Our webmaster suffered a stroke and a bill went unpaid Site suspended our website for non-payment When we found out, we worked hard to make the overdue payment This was difficult because Siteis hard to communicate with and won't take credit cards or checks We finally arranged to make payment with PayPal on May for the full amount due $ Sitehas not restored our website or removed the Suspended notification Efforts to communicate further have failed Our e-mails are not answered and they have no phone There is a chat on-line feature to talk to someone in India, but that, too, has been unhelpful We are a 501(c)(3) non-profit and our site has now been down for almost a month It is very harmful to us because it is vital to our communication and fundraising It seems Sitewas only interested in collecting the money, not in any kind of customer service or satisfaction

Good Afternoon,We were sorry to hear of the trouble logging into the billing account and on the resulting poor conversation with our phone agentOur agent certainly did not offer the type of service we expect from our agents and we will be handling the matter internally with our agent and their
supervisor. In regards to the attempt to cancel the account, we have found that we provided steps on how to submit this request as of last week but unfortunately do not see that the request has been submitted at this timeWe have followed up with Ms*** once more to ensure this process is completed and to offer assistance on any remaining issues.We will be monitoring the related ticket for further communication and appreciate Ms*** bringing the phone call to our attention

Dear Madam/Sir,
We are a Destination Management Organization based in VietnamThe hoster of our website has been in the States for ages* ***, we never had any issue with them, we were indeed pretty happy with their servicesNevertheless, they have been bought days ago by another hoster company, being our website forces to moved to SiteSince then our website is not working at allWe have get in touch with the new supplier (Site5) almost every day since day, but their costumer service has been uselessIn the begining we were told several times that they were working on it to fix the problem, but a couple of days ago we were told that they have no previous record from our complaint and that we needed to wait to be assisted (like queuing), because it seems we are not the only consumers who have had the same problem with them
The situation is very frustrating for us, especially because we are not based in the States and we are not sure about how we should proceed

Good Evening,We were sorry to hear of the trouble canceling the account and have since had a chance to review the situation in more detailAfter review, we see that there was a ticket submitted requesting to cancel in November, which was replied back to on the same day requesting verification of
ownership of the account.We then heard back again on November 30th and replied the same day with steps on how to submit a cancellation request from within the customer's billing accountUnfortunately at that point Ms*** stated that she was frustrated and would not be signing in to submit the cancellation requestWe then exchanged a few responses, and at the end of the ticket, mentioned that one of the billing issues mentioned had been fixed and therefore asked if Ms*** would please reconsider cancelling. Unfortunately we did not receive a response on that reply and were contacted again once the account was suspended for non-paymentWe've since worked with Ms*** to manually cancel the account and can confirm she will no longer be chargedWe would also like to mention that we do not report to debt collectors and Ms***'s last invoice has been deleted from her account.As such, she should expect no further contact relating to the unpaid bill as the account is fully canceled and all invoices removedWe hope this resolves the issue and apologize once more for any trouble with this process

Good Afternoon,We appreciate Ms. [redacted]'s patience and see that a refund was processed on the 17th of January, 2017. In regards to the concerns on the limits with the account, we have found that Ms. [redacted] purchased her account through the [redacted] company prior to Site5's acquisition of the [redacted] brand. Please note that the package purchased by Ms. [redacted] did not promise unlimited disk space or bandwidth and these offers were not changed when migrated to Site5. Although the [redacted] website now forwards to Site5, the original page can be reviewed through the web archive at the following URL : http://web.archive.org/web/20150915053734/http://www.bluefur.com:80/web-hosting/...⇄ Ms. [redacted] would like to move to a new package with the new limits, a new package would need to be purchased through the Site5 website and a transfer requested with our support staff. We hope this fully resolves the concerns raised, however if we can be of any further assistance, please let us know.

Good Evening,We certainly appreciate [redacted] long term business with us and we were sorry to hear hes had such a frustrating time as of late. We're definitely aware that response times have not been near what we or our customers expect, and we are taking serious efforts to improve our response...

times as quickly as possible. Of course progress on this front does take longer than we would like as we work on training additional staff, but we appreciate the chance to confirm we're not letting the situation go unaddressed. In regards to the concern on the change to our terms of service, it is not uncommon for companies to change their terms of service from time to time as their company and services go through changes. While we do require all customers to agree to our new terms of service, these are for the most part very similar to the previous terms of service. If there are any changes [redacted] takes specific exception to, we'll be more than happy to discuss those changes specifically or provide a full refund of the recent renewal if cancellation is preferred. Onto the concerns on service tickets - we did need to move to a new ticket system as the previous system was not conducive to our preferred work flows and was not as easy to integrate with as is the new system. We understand [redacted] has requested access to the previous ticket system however this will not be possible as our customers will need to use the new system to ensure all tickets are in one location. Having said that, if there are any specific tickets [redacted] would like a transcript of, we'll happily check on it's availability, or assist with any issues requiring further attention.We have requested a member of our customer service management team reaches out to [redacted] in regards to these concerns but if we can be of any further assistance, please let us know.

Complaint: [redacted]
I am rejecting this response because:
The claims that my site was affected by an outdated version of php is an absolute lie. Site 5 changed other settings that caused me to be unable upload important components to my site. This was not caused by outdated php. Site5 blocked access of my site to the server which rendered it useless.  They did not offer a refund when they noticed this.  It took them 3 months to refund my money and they only did this when I threatened to report them to the Revdex.com. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Thank you [redacted] and the Revdex.com team for helping me out on this. Although their resolution email was very nice, it is not lost on me that they only started to care about this issue after I filed a complaint to Revdex.com. Thanks again. 
Sincerely,
[redacted]

Good Evening,We are always appreciative of our long term clients and are very sorry to hear [redacted] has had trouble receiving assistance. We have certainly been through a number of changes as of late, which has contributed to the long wait times, but remain dedicated to working through our...

backlog of support requests as quickly as we can and reducing wait times overall. In order to improve consistency we have recently moved to a new billing system which regrettably has meant users will need to login with the primary e-mail address associated with the account in order to add additional access for other addresses. We apologize for the temporary inconvenience and appreciate our customer's understanding that the intention is for long term stability. We have reached out to [redacted] in order to resolve this issue but if we can be of further assistance, please let us know.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]