Good Afternoon,
We were sorry to hear about the trouble with the initial order and of course only want our customers to purchase services that they desire. To provide further information on the events, during out checkout process we do present a page where a number of...
addon services are available, and we do have our [redacted] option pre-checked as we feel this site security addon is of great value in protecting our customers accounts.
If customers do not want this service, the option can be un-added to ensure that it is not purchased in conjunction with the hosting package. Although our terms of service state that addon services are non refundable as we do pay out to third parties, we understand that this was an unintended purchase and have provided a full refund of all amounts paid.
We have followed up with [redacted] to go over this situation and confirm the refunds and although we received word that this is a satisfactory resolution, if we can be of any further assistance with the account, we have made sure to establish a direct line of communication back to our management.
Greetings,Unfortunately it seems there may have been some confusion as these domain names were never paid for until recently. We provide domains free of charge with our hosting packages for the life of the hosting package. Once a customer decides to cancel the hosting package, a charge will be incurred for the cost of the domain registrations.
This information is stated upfront on our home page : *Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain. At this time we have discussed the issue further with Mr. [redacted] and now that payment has been received, the domains have been made active and available for transfer to a domain registrar of his choosing.We hope this helps to resolve the complaint but if we can be of any further assistance, please let us know and we'll be glad to discuss the matter further.
Good Afternoon,We were sorry to hear that Ms. [redacted] had trouble getting started with our services and would be glad to touch on the concerns raised. First, it is the case that [redacted] is automatically selected during our checkout process as we do view this to be a very important tool in...
helping to locate any malware or compromises on the account. If this option is not wanted, our customers have the option of deselecting this option before proceeding. Having said that, once we heard Ms. [redacted] did not want the service, we were forthcoming with a refund as indicated in the complaint. In regards to the issue with the e-mail address, we are sorry if this was not noticed, however on our front page ( http://ehost.com ) we do indicate that there is a "Free Email Address" then specify that unlimited e-mail addresses are restricted to cPanel only. Next, it seems there may be some misunderstanding about the domain registration as we have reviewed the call and question and have not found that our agent stated it would be 1 year before the domain could be released. Domain registrations are valid for 1 year increments, however newly registered domains cannot be transferred within the first 60 days of registration. That said, our customers can still point the domain name to any host they would like, so the domains are still fully usable if they remain with us.Also, we must point out that the 60 day limit is not one created by eHost but is made by [redacted] which is the organization overseeing all domain registrations. Although we understand Mr. [redacted] would like the payment for the domain refunded, if our customers cancel the hosting package, the are no longer qualified for a free domain if they wish to keep the registration. This information is also on our front page ( http://ehost.com ) : *Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain.? We were sorry to hear that Ms. [redacted] has decided to use a different provider rather than purchasing the alternative type of account, however we cannot provide domain registrations free of charge so the cost for this service would not qualify for a refund.We hope this provides more information on the concerns raised and will be reaching out directly to Ms. [redacted] in case we can be of any further assistance with this situation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. The problem I have with eHost is sincerity -How can you apologize for the delay in activation and not apologize with your untimely response? To me that is very insensitive and talks much about how they treat customers. It took me 7 days -7 long days trying to get a hold of someone to explain me the situation and I should have understood better.
To Revdex.com -kindly watch these people. They have around 10 complaints in just a month and that is alarming. Thank you.
Regards,
[redacted]
Good Afternoon,
We were sorry to hear that a domain was purchased without authorization however after further investigation, have found that the domain was purchased directly within the billing account. When a purchase is made from within the billing account, no notices will be...
generated for authorization as these purchases are considered secure.
Although it was not entirely clear that this account was being reported as hacked from the early communication, we have since worked with Ms. S[redacted] and see that a full refund was provided for the domain registration as well as for the domain privacy fees. Typically we see that these refunds take a few days to process but if there have been any issues with the refunds, please let us know and we'll be more than happy to take another look.
As a side note, if it has not been done already, we would recommend updating the passwords for all e-mail accounts, billing systems, etc. If any assistance is needed with this, please do not hesitate to ask.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Sent: Monday, January 25, 2016 11:18 AMSubject: Re: Complaint Id # [redacted]
As I said before, the complaint was not resolved. I'm no longer doing paperwork for this.
Karen [redacted] B[redacted], L.C.S.W.
Regards,
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
On 29 June 16, eHost issued full refunds because in the three days that the account was open, eHost never established the domains and I closed the account.
-Case number: [redacted]
Sent: Monday, January 25, 2016 1:47 PMSubject: Complaint # [redacted] Greetings, After this complaint had been marked closed, it seems Mrs. B[redacted] has replied stating that she has rejected the response but has declined to state much more than that : "As I said before, the complaint was not resolved. I'm no longer doing paperwork for this." At this time we have refunded all hosting services even 3rd party services that are considered non-refundable, however we did retain $15.00 for a domain registration as Mrs. [redacted] has chosen to keep the domain. This information is available at the bottom of our home page : https://www.ehost.com/ *Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain. As the rejection seems to be an argument with our expressed agreement, we'd like to ask that this complaint be closed. -- Thanks, Jonathan H[redacted] Customer Service Supervisor HostGator.com
Hello,We were sorry to hear about [redacted] concern with how to switch hosting packages. In order to change hosting packages, a cancellation request would be submitted for the package that is to be closed and the new package would be purchased through the current...
account. This would only cancel the hosting package and would not cancel the full hosting account. The other products associated with the account would remain with the account such as domains that have been purchased unless there was a request to cancel those services as well. The hosting package also includes a free domain and the Funds associated with the domain would also be credited back to the account with the purchase of the new package. At this time we have contacted [redacted] and offered assistance with signing up for the new package and have not received any follow up questions. If any should arise that we can assist with we ask that [redacted] please respond back to the recent email communication and we will be happy to offer assistance.
I registered for their SiteBuilder service. I liked it, but I wanted to switch to cPanel service. I contacted them, and they told me I need to create a new account. Once I do that, they would cancel and refund the original account.
I didn't like that. I said I would rather get a refund and re-register for the difference account. They said then, they would exclude $15 domain registration fee from the refund.
I was already angry at the point. The website says 45-day money back guarantee and
"If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain.? "
I said I won't keep the domain, so give me the full refund. They said no, because domain is already registered. I could see that stated in their terms, but the main page is worded in a way that can be deceiving.
So, I had no choice but to do as they said. Fine, I didn't read the terms carefully..
I registered for the new account. They told me to register new account with NEW DOMAIN, because they couldn't unlink the original domain.
They said, once I register, they would remove the new domain, put my original domain to the new account, and give the full refund on the old account.
After a few days, I received an email saying that they are giving the refund excluding $15 registration fee. Wait, I did everything you told me to do to get that $15.
I contacted them again. They registered the NEW DOMAIN, so they won't refund the registration fee. Now I am stuck with two domains. This NEW DOMAIN is
[redacted]. You see it? I just typed in whatever, because they said they are NOT going to register it,but cancel it. They didn't keep up what they told me, and charge me money for that.
I would never recommend ehost.com to anybody.
DO NOT USE THIS WEB HOST!
Issue #1 my domain name.
A few weeks ago I decided I wanted to create a website and found ehost.com had very cheap prices. I searched for the domain name I wanted to see if it was available and it said it was. This site was going to be for educational purposes so I double and triple checked the domain name to make sure nothing was misspelled.
A couple of days later while speaking to a co-worker they looked up my domains registration and said it was registered to someone else. I contacted the support at ehost and the person said he didn't see that so I provided a link to what I was looking at. He replied that the information was incorrect and pasted some details of who the new registrar would be and said it may take a while to update.
I checked back a few days later and I saw the same information so I contacted support again. This time the support provided a link to the registrar and I then saw that a letter had been added to my domain name. I explained that I had double and triple checked the domain name due to it being an educational site, and that is not the domain name I had asked for. His response was that the domain name I asked for was already registered! I told him I wanted a full refund and I would not pay for that domain name to be registered. He told me he would update my ticket and it would be processed.
While trying to find out the status of my refund with another member of ehosts support I was later told that they would not refund my money for the domain registration which apparently they charge $35 for when most sites charge $10. At the time of this writing it has been 12 days since I asked for this to all be canceled. I was told I would receive the refund in 7 days but I am still waiting.
Issue # 2 My account was on hold for five days after signing up.
When I originally signed up for hosting through ehost I received and email stating I needed send a copy of my drivers license and the credit card I used when I signed up. So I sent them the information they requested and waited for my account to be processed. 24 hours after I had sent the information I contacted the support and they said they were working on it but it could take up to 48 hours. So after 48 hours I contacted them again since my hosting account was still not set up and the support that time apologized to me and said they did not have enough administrative staff to process my request but they will get it done as soon as possible. After waiting another 24 hours I was then told my account would be set up in 12 hours.... 24 hours later it was finally set up.
Issue # 3 My account was not set up correctly.
One my account was set up I logged in so that I could begin. Ehost advertises that you have two options, a normal CPanel in which you can install and create a Wordpress site, and a second panel that uses their website builder tool. I intended to create a Wordpress site however upon finally being able to log into my account I was not given the choice, instead it took me directly to their website building tool.
I contacted support for this and after some time discussing it I was told my only option to switch to the control panel I wanted would be to cancel my account and re-subscribe.
At this point I had found out about the crap they pulled with the domain name and told them to cancel out the account and I would not resubscribe.
All said and done this has been a horrible experience and I hope to get my refund back soon so I can put this behind me although I am tempted to file a lawsuit for the return of the money for the domain name I did not ask for... its not a lot of money but I honestly feel like they purposefully mis-led me into thinking the domain name I asked for was available so I would sign up for hosting through them.
Good Morning,We regret that our system displayed incorrect information to Mr. [redacted], the domain that he requested wasn't available to us to include with his account. We are fixing our website immediately to avoid this happening to any other consumers. We have been directly in touch...
with Mr. [redacted] as well and have reached an agreement to resolve this issue by refunding him his entire purchase price, as well as covering a small expense for business cards which Mr. [redacted] had ordered.
Good Afternoon,
We understand this matter has not gone as smoothly as either Ms. [redacted] or our staff expected, however we did previously request information on where or how an invoice from [redacted] was sent but did not receive any details to confirm that report. Regardless, at this time we have canceled the initial refund check, and have drafted a new check, and this time have had this sent via certified mail in order to ensure the progress can be tracked.
We have followed up directly with Ms. [redacted] to privately provide the tracking number and have confirmed that the check should be delivered tomorrow. If there is any further trouble with this refund, we ask that Ms. [redacted] please reply back to our recent update and we'll be glad to check the status with her.
Good Afternoon,
We appreciate the chance to address these concerns and we were sorry to hear about the accidental purchase. While Mr. [redacted] is certainly correct that we state we provide a 45 day money back guarantee, our page states that this is specific to hosting...
fees, rather than any additional services purchased. This information is also stated in our terms of service :
https://www.ehost.com/terms
================================================
2. Money-back Guarantee.
eHost offers a forty-five (45) day money- back guarantee for eHost's managed shared hosting services only. If you purchase an account with a forty-five (45) day money-back guarantee and then cancel within the first forty-five (45) days of the beginning of the initial term (the “Money-Back Guarantee Period”), you will, upon your written request to the eHost Support Team (the “Refund Request”) within ninety (90) days of such termination or cancellation (“Notice Period”), receive a full refund of all basic shared hosting fees previously paid by you to eHost for the initial term (“Money-Back Guarantee Refund”); provided that such Money-Back Guarantee Refund shall be due to you only upon your compliance with, and subject in all respects to the terms and conditions of, this Section 12. Requests for these refunds must be made in writing to the eHost Support Team. Refunds will only be issued for basic shared hosting services and will not include administrative fees, install fees for custom software or other setup fees, nor will they include any fees for any other additional services. Money Back Guarantee Refunds will not accrue, and shall not be paid under any circumstances, if you do not provide the applicable Refund Request within the Notice Period.
================================================
Again we were sorry to hear about the accidental purchase, however after review of the phone call mentioned, we did not find that our agent guaranteed the charge would be refunded, but rather stated that he would escalate the request to one of our customer service managers to review. At that point the request was denied as the service purchased is paid to a 3rd party and is non-refundable, meaning we will in effect pay for the customer's mistake if refunded.
As a courtesy, at this time we've gone ahead and done so and issued a full refund of all payments made and have paid the costs to the 3rd party on Mr. [redacted]' behalf. Typically we see that refunds take anywhere from a few days up to a few weeks depending on the bank or financial institution, but if there is any issue with the refund after such a time frame, we ask that Mr. [redacted] please reply back to the communication with Andrew and we'll be glad to check the status.
I had a very positive experience at first, however 2 weeks ago my mobile site crashed and kept erroring. I have called multiple times a week to get this resolved and have spoken to countless people in India and I kept hearing...all is fine on our end. Tonight I finally got to speak to a "manager" and was told it is an error on their side, they have no time frame for correction, and that no manager above this one would be made available to me. I have lost nearly $1,000 in revenue due to this error. I will be disputing the charge with my bank and asking for a refund due to failure to meet the terms we agreed to and I would not recommend this company.
Good Afternoon,We were sorry to hear about the frustrating experience however after review of the matter, it appears there was a major oversight that we must touch on. When Mr. [redacted] purchased his account with us, he requested the domain name...
"[redacted]" which we did indeed register. However after this registration, Mr. [redacted] was under the impression that we did not register a domain name for him as he was trying to use the domain name "[redacted]." This is a subtle difference however the last two letters of the domain are switched. This explains why Mr. [redacted] was able to purchase the 2nd domain name from [redacted] however we have provided the domain registration that was originally requested. In regards to the concerns on trouble locating his account, we have reviewed the recent support interactions and found that we continued to be provided with the domain name registered with [redacted] rather than the domain name registered through us. Additionally, we were being provided an e-mail address that was not associated with the account. As such, it did take further questioning to find the account in question on each of his conversations. Finally onto the concern that eHost has somehow left his account in a compromised state, we must reject this claim. The reasoning is a bit technical, however the reason the files were publicly available for viewing was not due to the way we have our servers configured or due to any modification made by our staff. At this time we have reached out to Mr. [redacted] to offer either escalated assistance to fully resolve any concerns he has on how to configure his site as he wishes, or if he would prefer, we have offered a full refund of the payments made towards the account.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. [Provide details of why you are not satisfied with this resolution.]
Regards,
Good Afternoon,We're sorry to hear there has been a frustrating time managing the billing side of this account and we've taken time to review the contacts in question for a better understanding of the concerns raised. We've since attempted to reach Ms. [redacted] over the phone to go over this...
situation but unfortunately reached voicemail so we've also followed up via e-mail to go over the matter.To begin, in regards to the claim that there was any false advertising involved, this is not the case. Our checkout page will provide a break down of how much our packages are per-month, however in order to receive the largest discounts available, customers must pay for longer billing cycles up-front. Before finalizing a purchase, our customers are shown the full price of the package as well as what the package would break down to monthly. There is no information on our checkout page that indicates customers will be charged monthly unless a 1 month billing cycle is selected. Also, the full price is displayed in the shopping cart for review before the order is completed.Once Ms. [redacted] noticed that she was charged the full cost of the billing cycle upfront, she then contacted our support. At that time there was a request to move from a yearly billing cycle to a monthly billing cycle. Our webpage indicates that we provide a discount for the first billing cycle on an account, so this means that if a 1 month billing cycle is selected, the discounted rate is only available for the first month. As such, we refunded the original payment except for 1 month of service at the discounted rate. Once the service renewed the next month, the full cost of the package was charged. This disclaimer can be found at http://ehost.com and a similar disclaimer is also available on the checkout page before the order is completed : *Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain.? At this time we have processed the cancellation of the account as requested and previously followed up with Ms. [redacted] to ask whether or not she intended to keep her domain. Although we have not heard back, and the account is outside of our normal 45 day money back guarantee, at this time we have provided a full refund of all payments made. If Ms. [redacted] intended to keep the domain, we ask that she please follow up with our e-mail contacts with our management for any assistance needed.
Good Afternoon,We'd like to start by apologizing for the trouble getting started with our services. We of course always want to see our new customers getting started without any trouble, however we have found that an error in automation caused the initial payment not to correctly apply to...
the account, meaning the related hosting package was not authorized to create. We have previously escalated this bug with our developers to ensure this does not continue to effect new signups.We received report of this error on December the 27th and while we do hope to have all tickets replied to as soon as possible, as we had many staff members out for the holidays, regrettably our response times have been delayed as we're working to get back on top of all inquiries. Unfortunately cancellation of the account was requested a few days later meaning we did not have a chance to correct the issue before the refund had been requested. While we do understand Ms. Williams never received her hosting package, we must reject the unfounded theory that we are in any way a scam as we have provided hosting services to thousands of customers without the same issue Ms. Williams experienced. At this time we have located the initial payment of $6.99 for hosting services which has now been canceled and we've also removed the credit card on file. We have also located a charge of $9.95 which would have been for domain privacy which was added when the free domain on the account was attempted to be setup. As this service was not correctly added due to the issues with setting up the service, unfortunately our agents did have issues locating this payment as it did not post to our billing system. To locate this payment we did contact our payment processor who confirmed the refund had been initiated on the 13th of January.If purchase or charge of this service was in error, we offer our apologies and have confirmed that the charge of $9.95 was voided (refunded) on January 13th. That said, refunds can take anywhere from a few days up to a few weeks depending on the bank or financial institution and unfortunately there is not an option to push through the refund immediately as it must be processed by the receiving and sending banks.Again we offer our apologies for the trouble getting started and if we can be of any further assistance please let us know.
Good Afternoon,
We were sorry to hear about the trouble with the initial order and of course only want our customers to purchase services that they desire. To provide further information on the events, during out checkout process we do present a page where a number of...
addon services are available, and we do have our [redacted] option pre-checked as we feel this site security addon is of great value in protecting our customers accounts.
If customers do not want this service, the option can be un-added to ensure that it is not purchased in conjunction with the hosting package. Although our terms of service state that addon services are non refundable as we do pay out to third parties, we understand that this was an unintended purchase and have provided a full refund of all amounts paid.
We have followed up with [redacted] to go over this situation and confirm the refunds and although we received word that this is a satisfactory resolution, if we can be of any further assistance with the account, we have made sure to establish a direct line of communication back to our management.
Greetings,Unfortunately it seems there may have been some confusion as these domain names were never paid for until recently. We provide domains free of charge with our hosting packages for the life of the hosting package. Once a customer decides to cancel the hosting package, a charge will be incurred for the cost of the domain registrations.
This information is stated upfront on our home page : *Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain. At this time we have discussed the issue further with Mr. [redacted] and now that payment has been received, the domains have been made active and available for transfer to a domain registrar of his choosing.We hope this helps to resolve the complaint but if we can be of any further assistance, please let us know and we'll be glad to discuss the matter further.
Good Afternoon,We were sorry to hear that Ms. [redacted] had trouble getting started with our services and would be glad to touch on the concerns raised. First, it is the case that [redacted] is automatically selected during our checkout process as we do view this to be a very important tool in...
helping to locate any malware or compromises on the account. If this option is not wanted, our customers have the option of deselecting this option before proceeding. Having said that, once we heard Ms. [redacted] did not want the service, we were forthcoming with a refund as indicated in the complaint. In regards to the issue with the e-mail address, we are sorry if this was not noticed, however on our front page ( http://ehost.com ) we do indicate that there is a "Free Email Address" then specify that unlimited e-mail addresses are restricted to cPanel only. Next, it seems there may be some misunderstanding about the domain registration as we have reviewed the call and question and have not found that our agent stated it would be 1 year before the domain could be released. Domain registrations are valid for 1 year increments, however newly registered domains cannot be transferred within the first 60 days of registration. That said, our customers can still point the domain name to any host they would like, so the domains are still fully usable if they remain with us.Also, we must point out that the 60 day limit is not one created by eHost but is made by [redacted] which is the organization overseeing all domain registrations. Although we understand Mr. [redacted] would like the payment for the domain refunded, if our customers cancel the hosting package, the are no longer qualified for a free domain if they wish to keep the registration. This information is also on our front page ( http://ehost.com ) : *Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain.? We were sorry to hear that Ms. [redacted] has decided to use a different provider rather than purchasing the alternative type of account, however we cannot provide domain registrations free of charge so the cost for this service would not qualify for a refund.We hope this provides more information on the concerns raised and will be reaching out directly to Ms. [redacted] in case we can be of any further assistance with this situation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. The problem I have with eHost is sincerity -How can you apologize for the delay in activation and not apologize with your untimely response? To me that is very insensitive and talks much about how they treat customers. It took me 7 days -7 long days trying to get a hold of someone to explain me the situation and I should have understood better.
To Revdex.com -kindly watch these people. They have around 10 complaints in just a month and that is alarming. Thank you.
Regards,
[redacted]
Good Afternoon,
We were sorry to hear that a domain was purchased without authorization however after further investigation, have found that the domain was purchased directly within the billing account. When a purchase is made from within the billing account, no notices will be...
generated for authorization as these purchases are considered secure.
Although it was not entirely clear that this account was being reported as hacked from the early communication, we have since worked with Ms. S[redacted] and see that a full refund was provided for the domain registration as well as for the domain privacy fees. Typically we see that these refunds take a few days to process but if there have been any issues with the refunds, please let us know and we'll be more than happy to take another look.
As a side note, if it has not been done already, we would recommend updating the passwords for all e-mail accounts, billing systems, etc. If any assistance is needed with this, please do not hesitate to ask.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Sent: Monday, January 25, 2016 11:18 AMSubject: Re: Complaint Id # [redacted]
As I said before, the complaint was not resolved. I'm no longer doing paperwork for this.
Karen [redacted] B[redacted], L.C.S.W.
Regards,
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
On 29 June 16, eHost issued full refunds because in the three days that the account was open, eHost never established the domains and I closed the account.
-Case number: [redacted]
-Transaction amount: [redacted]
-Case number: [redacted]
-Transaction amount: [redacted]
I will not pay them for services I never received.
Regards,
Sent: Monday, January 25, 2016 1:47 PMSubject: Complaint # [redacted] Greetings, After this complaint had been marked closed, it seems Mrs. B[redacted] has replied stating that she has rejected the response but has declined to state much more than that : "As I said before, the complaint was not resolved. I'm no longer doing paperwork for this." At this time we have refunded all hosting services even 3rd party services that are considered non-refundable, however we did retain $15.00 for a domain registration as Mrs. [redacted] has chosen to keep the domain. This information is available at the bottom of our home page : https://www.ehost.com/ *Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain. As the rejection seems to be an argument with our expressed agreement, we'd like to ask that this complaint be closed. -- Thanks, Jonathan H[redacted] Customer Service Supervisor HostGator.com
Hello,We were sorry to hear about [redacted] concern with how to switch hosting packages. In order to change hosting packages, a cancellation request would be submitted for the package that is to be closed and the new package would be purchased through the current...
account. This would only cancel the hosting package and would not cancel the full hosting account. The other products associated with the account would remain with the account such as domains that have been purchased unless there was a request to cancel those services as well. The hosting package also includes a free domain and the Funds associated with the domain would also be credited back to the account with the purchase of the new package. At this time we have contacted [redacted] and offered assistance with signing up for the new package and have not received any follow up questions. If any should arise that we can assist with we ask that [redacted] please respond back to the recent email communication and we will be happy to offer assistance.
I registered for their SiteBuilder service. I liked it, but I wanted to switch to cPanel service. I contacted them, and they told me I need to create a new account. Once I do that, they would cancel and refund the original account.
I didn't like that. I said I would rather get a refund and re-register for the difference account. They said then, they would exclude $15 domain registration fee from the refund.
I was already angry at the point. The website says 45-day money back guarantee and
"If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain.? "
I said I won't keep the domain, so give me the full refund. They said no, because domain is already registered. I could see that stated in their terms, but the main page is worded in a way that can be deceiving.
So, I had no choice but to do as they said. Fine, I didn't read the terms carefully..
I registered for the new account. They told me to register new account with NEW DOMAIN, because they couldn't unlink the original domain.
They said, once I register, they would remove the new domain, put my original domain to the new account, and give the full refund on the old account.
After a few days, I received an email saying that they are giving the refund excluding $15 registration fee. Wait, I did everything you told me to do to get that $15.
I contacted them again. They registered the NEW DOMAIN, so they won't refund the registration fee. Now I am stuck with two domains. This NEW DOMAIN is
[redacted]. You see it? I just typed in whatever, because they said they are NOT going to register it,but cancel it. They didn't keep up what they told me, and charge me money for that.
I would never recommend ehost.com to anybody.
DO NOT USE THIS WEB HOST!
Issue #1 my domain name.
A few weeks ago I decided I wanted to create a website and found ehost.com had very cheap prices. I searched for the domain name I wanted to see if it was available and it said it was. This site was going to be for educational purposes so I double and triple checked the domain name to make sure nothing was misspelled.
A couple of days later while speaking to a co-worker they looked up my domains registration and said it was registered to someone else. I contacted the support at ehost and the person said he didn't see that so I provided a link to what I was looking at. He replied that the information was incorrect and pasted some details of who the new registrar would be and said it may take a while to update.
I checked back a few days later and I saw the same information so I contacted support again. This time the support provided a link to the registrar and I then saw that a letter had been added to my domain name. I explained that I had double and triple checked the domain name due to it being an educational site, and that is not the domain name I had asked for. His response was that the domain name I asked for was already registered! I told him I wanted a full refund and I would not pay for that domain name to be registered. He told me he would update my ticket and it would be processed.
While trying to find out the status of my refund with another member of ehosts support I was later told that they would not refund my money for the domain registration which apparently they charge $35 for when most sites charge $10. At the time of this writing it has been 12 days since I asked for this to all be canceled. I was told I would receive the refund in 7 days but I am still waiting.
Issue # 2 My account was on hold for five days after signing up.
When I originally signed up for hosting through ehost I received and email stating I needed send a copy of my drivers license and the credit card I used when I signed up. So I sent them the information they requested and waited for my account to be processed. 24 hours after I had sent the information I contacted the support and they said they were working on it but it could take up to 48 hours. So after 48 hours I contacted them again since my hosting account was still not set up and the support that time apologized to me and said they did not have enough administrative staff to process my request but they will get it done as soon as possible. After waiting another 24 hours I was then told my account would be set up in 12 hours.... 24 hours later it was finally set up.
Issue # 3 My account was not set up correctly.
One my account was set up I logged in so that I could begin. Ehost advertises that you have two options, a normal CPanel in which you can install and create a Wordpress site, and a second panel that uses their website builder tool. I intended to create a Wordpress site however upon finally being able to log into my account I was not given the choice, instead it took me directly to their website building tool.
I contacted support for this and after some time discussing it I was told my only option to switch to the control panel I wanted would be to cancel my account and re-subscribe.
At this point I had found out about the crap they pulled with the domain name and told them to cancel out the account and I would not resubscribe.
All said and done this has been a horrible experience and I hope to get my refund back soon so I can put this behind me although I am tempted to file a lawsuit for the return of the money for the domain name I did not ask for... its not a lot of money but I honestly feel like they purposefully mis-led me into thinking the domain name I asked for was available so I would sign up for hosting through them.
Good Morning,We regret that our system displayed incorrect information to Mr. [redacted], the domain that he requested wasn't available to us to include with his account. We are fixing our website immediately to avoid this happening to any other consumers. We have been directly in touch...
with Mr. [redacted] as well and have reached an agreement to resolve this issue by refunding him his entire purchase price, as well as covering a small expense for business cards which Mr. [redacted] had ordered.
Good Afternoon,
We understand this matter has not gone as smoothly as either Ms. [redacted] or our staff expected, however we did previously request information on where or how an invoice from [redacted] was sent but did not receive any details to confirm that report. Regardless, at this time we have canceled the initial refund check, and have drafted a new check, and this time have had this sent via certified mail in order to ensure the progress can be tracked.
We have followed up directly with Ms. [redacted] to privately provide the tracking number and have confirmed that the check should be delivered tomorrow. If there is any further trouble with this refund, we ask that Ms. [redacted] please reply back to our recent update and we'll be glad to check the status with her.
Good Afternoon,
We appreciate the chance to address these concerns and we were sorry to hear about the accidental purchase. While Mr. [redacted] is certainly correct that we state we provide a 45 day money back guarantee, our page states that this is specific to hosting...
fees, rather than any additional services purchased. This information is also stated in our terms of service :
https://www.ehost.com/terms
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2. Money-back Guarantee.
eHost offers a forty-five (45) day money- back guarantee for eHost's managed shared hosting services only. If you purchase an account with a forty-five (45) day money-back guarantee and then cancel within the first forty-five (45) days of the beginning of the initial term (the “Money-Back Guarantee Period”), you will, upon your written request to the eHost Support Team (the “Refund Request”) within ninety (90) days of such termination or cancellation (“Notice Period”), receive a full refund of all basic shared hosting fees previously paid by you to eHost for the initial term (“Money-Back Guarantee Refund”); provided that such Money-Back Guarantee Refund shall be due to you only upon your compliance with, and subject in all respects to the terms and conditions of, this Section 12. Requests for these refunds must be made in writing to the eHost Support Team. Refunds will only be issued for basic shared hosting services and will not include administrative fees, install fees for custom software or other setup fees, nor will they include any fees for any other additional services. Money Back Guarantee Refunds will not accrue, and shall not be paid under any circumstances, if you do not provide the applicable Refund Request within the Notice Period.
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Again we were sorry to hear about the accidental purchase, however after review of the phone call mentioned, we did not find that our agent guaranteed the charge would be refunded, but rather stated that he would escalate the request to one of our customer service managers to review. At that point the request was denied as the service purchased is paid to a 3rd party and is non-refundable, meaning we will in effect pay for the customer's mistake if refunded.
As a courtesy, at this time we've gone ahead and done so and issued a full refund of all payments made and have paid the costs to the 3rd party on Mr. [redacted]' behalf. Typically we see that refunds take anywhere from a few days up to a few weeks depending on the bank or financial institution, but if there is any issue with the refund after such a time frame, we ask that Mr. [redacted] please reply back to the communication with Andrew and we'll be glad to check the status.
I had a very positive experience at first, however 2 weeks ago my mobile site crashed and kept erroring. I have called multiple times a week to get this resolved and have spoken to countless people in India and I kept hearing...all is fine on our end. Tonight I finally got to speak to a "manager" and was told it is an error on their side, they have no time frame for correction, and that no manager above this one would be made available to me. I have lost nearly $1,000 in revenue due to this error. I will be disputing the charge with my bank and asking for a refund due to failure to meet the terms we agreed to and I would not recommend this company.
Good Afternoon,We were sorry to hear about the frustrating experience however after review of the matter, it appears there was a major oversight that we must touch on. When Mr. [redacted] purchased his account with us, he requested the domain name...
"[redacted]" which we did indeed register. However after this registration, Mr. [redacted] was under the impression that we did not register a domain name for him as he was trying to use the domain name "[redacted]." This is a subtle difference however the last two letters of the domain are switched. This explains why Mr. [redacted] was able to purchase the 2nd domain name from [redacted] however we have provided the domain registration that was originally requested. In regards to the concerns on trouble locating his account, we have reviewed the recent support interactions and found that we continued to be provided with the domain name registered with [redacted] rather than the domain name registered through us. Additionally, we were being provided an e-mail address that was not associated with the account. As such, it did take further questioning to find the account in question on each of his conversations. Finally onto the concern that eHost has somehow left his account in a compromised state, we must reject this claim. The reasoning is a bit technical, however the reason the files were publicly available for viewing was not due to the way we have our servers configured or due to any modification made by our staff. At this time we have reached out to Mr. [redacted] to offer either escalated assistance to fully resolve any concerns he has on how to configure his site as he wishes, or if he would prefer, we have offered a full refund of the payments made towards the account.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. [Provide details of why you are not satisfied with this resolution.]
Regards,
Good Afternoon,We're sorry to hear there has been a frustrating time managing the billing side of this account and we've taken time to review the contacts in question for a better understanding of the concerns raised. We've since attempted to reach Ms. [redacted] over the phone to go over this...
situation but unfortunately reached voicemail so we've also followed up via e-mail to go over the matter.To begin, in regards to the claim that there was any false advertising involved, this is not the case. Our checkout page will provide a break down of how much our packages are per-month, however in order to receive the largest discounts available, customers must pay for longer billing cycles up-front. Before finalizing a purchase, our customers are shown the full price of the package as well as what the package would break down to monthly. There is no information on our checkout page that indicates customers will be charged monthly unless a 1 month billing cycle is selected. Also, the full price is displayed in the shopping cart for review before the order is completed.Once Ms. [redacted] noticed that she was charged the full cost of the billing cycle upfront, she then contacted our support. At that time there was a request to move from a yearly billing cycle to a monthly billing cycle. Our webpage indicates that we provide a discount for the first billing cycle on an account, so this means that if a 1 month billing cycle is selected, the discounted rate is only available for the first month. As such, we refunded the original payment except for 1 month of service at the discounted rate. Once the service renewed the next month, the full cost of the package was charged. This disclaimer can be found at http://ehost.com and a similar disclaimer is also available on the checkout page before the order is completed : *Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain.? At this time we have processed the cancellation of the account as requested and previously followed up with Ms. [redacted] to ask whether or not she intended to keep her domain. Although we have not heard back, and the account is outside of our normal 45 day money back guarantee, at this time we have provided a full refund of all payments made. If Ms. [redacted] intended to keep the domain, we ask that she please follow up with our e-mail contacts with our management for any assistance needed.
They stole my money, $117.11, and are refusing to return it. There is no contact!
Good Afternoon,We'd like to start by apologizing for the trouble getting started with our services. We of course always want to see our new customers getting started without any trouble, however we have found that an error in automation caused the initial payment not to correctly apply to...
the account, meaning the related hosting package was not authorized to create. We have previously escalated this bug with our developers to ensure this does not continue to effect new signups.We received report of this error on December the 27th and while we do hope to have all tickets replied to as soon as possible, as we had many staff members out for the holidays, regrettably our response times have been delayed as we're working to get back on top of all inquiries. Unfortunately cancellation of the account was requested a few days later meaning we did not have a chance to correct the issue before the refund had been requested. While we do understand Ms. Williams never received her hosting package, we must reject the unfounded theory that we are in any way a scam as we have provided hosting services to thousands of customers without the same issue Ms. Williams experienced. At this time we have located the initial payment of $6.99 for hosting services which has now been canceled and we've also removed the credit card on file. We have also located a charge of $9.95 which would have been for domain privacy which was added when the free domain on the account was attempted to be setup. As this service was not correctly added due to the issues with setting up the service, unfortunately our agents did have issues locating this payment as it did not post to our billing system. To locate this payment we did contact our payment processor who confirmed the refund had been initiated on the 13th of January.If purchase or charge of this service was in error, we offer our apologies and have confirmed that the charge of $9.95 was voided (refunded) on January 13th. That said, refunds can take anywhere from a few days up to a few weeks depending on the bank or financial institution and unfortunately there is not an option to push through the refund immediately as it must be processed by the receiving and sending banks.Again we offer our apologies for the trouble getting started and if we can be of any further assistance please let us know.