Should I Hate HostGator or Not?

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I'm livid right now at HostGator!!!! Was promised a refund three weeks ago. Called HostGator this past Sunday to get the status of the refund and found that it had not been processed. After spending over 1.5 hours on the telephone Sunday afternoon with their customer service rep, he was in agreement that a refund equivalent to 2 months of Reseller account hosting was appropriate.

Just got off of a 1.25 hour call with HostGator with two more guys in their office and all I got was passing of the buck and a flip of the script! When the dust cleared, he wanted to issue a credit to my account for one month but no refund back to my PayPal account for the past two months of service I did not receive. I'm not an ATM machine for HostGator!!!!!

Does anybody value OUR time and the money WE lose when they don't deliver on the services WE pay for??? . . . just asking?!?!?!?

If you use another hosting company you're pleased with, please share them with me and why you recommend them. Thanks.

Iris
#hate #hostgator
  • Profile picture of the author kakaboo
    If you had been promised a refund 3 weeks ago, you should have checked by the 2nd week, because it only takes a maximum of 7 days for them to chargeback the money to your bank account.

    I am not even sure what you mean in your post, is there a typo? I think you meant that you had been promised a refund 3 MONTHS ago, and only checked the status of the refund last week? so they wanted to charge the past 2 months of service and refund the prorated amount of this month back to you?
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  • Profile picture of the author dvduval
    Hostgator specializes in volume. That said, one thing I like about them is they have kept an all American workforce, while others outsource their support.
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    • Profile picture of the author paulie888
      Originally Posted by dvduval View Post

      Hostgator specializes in volume. That said, one thing I like about them is they have kept an all American workforce, while others outsource their support.
      This is true. I have literally spent hours on the phone with their customer support which I believe is based in Dallas, Texas. They have been for the most part very helpful and obliging, and I've found them to be easily accessible when I needed them.
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    • Originally Posted by dvduval View Post

      Hostgator specializes in volume. That said, one thing I like about them is they have kept an all American workforce, while others outsource their support.
      Are you sure about that? I've spoken with a few of their people in chat who seemed to clearly not be American. I wasn't on the phone with them though, so maybe it was just a hasty assumption on my part...
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  • Profile picture of the author stacyk
    hostgator should refund you. I've used them before normally they are quite quick about refunds.Their hosting is pretty affordable why cancel?
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  • Profile picture of the author ijohnson
    @Kakaboo, I was promised a refund 3 weeks ago but lost track of the time lapse until last week. I upgraded to the Reseller account 3 months ago and had ongoing issues that began the first week.

    @dvduval, that's one of things I like a lot about them, too.

    @stacyk, it just behooves me! I have never requested a refund or credit before. That's what has me so upset. I see no reason why they should not grant me a refund.

    @paulie888 They are located in Houston, Texas and I have found their customers service to be rather obliging, too. However, I have spend far too many hours on text chats trying to get the same issue resolved that they should have fixed on the first call. That's what chaps my hide!

    I have had quite a few occasions recently where I received erroneous information or a tech support rep working behind the scenes on my behalf supposedly putting the necessary pieces in place and making required changes as a courtesy to me, only to find that nothing was done or it was not done correctly. I've had the unpleasant experience of calling in 3 times in one day to get an issue resolved and got 2 different contradictory answers. When I called the first 2 times and got a contradictory answer, I called a 3rd time to see if it would render an answer that confirmed one of the two earlier ones)! HostGator's failure to exercise good listening skills and obtain the necessary information from me as early as possible so they could render the best possible solution was the reason for all the delays and loss of service.

    It's all about principle. I did not get what I paid for. As a matter of fact, HostGator has caused me quite a bundle in time lost that I spent on phone calls, text chats and down time due to nameservers not being correct, in addition to other related issues that have strained my business relationships with a couple of clients. I have not been able to deliver on services to my client due their failure to get it correct.

    So I'm very disappointed in their decision to deny me a refund and suggest that the best they could do is issue a credit for part of one month.
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    • Profile picture of the author netkid
      Funny you should have that much problem with Hostgator. I have been with them on a reseller account for over 5 years now and not one single problem. I host blog sites for my customers working the offline niche and not one problem.

      Sorry to hear about your bad experience.....
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  • Profile picture of the author oinky222
    thats weird, ive always gotten great support from them. i guess you just got unlucky
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  • Profile picture of the author Adam James
    Sorry to hear about that Iris, I use hostgator and have never had a problem and found them to be very helpful.
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    • Profile picture of the author Defunct
      Just a heads up by this is pretty much typical of all hosts and all big companies too sadly.

      Your next host will just have other problems, but your support problems are typical of all the host providers i've used big and small.

      And yes it can drive you mad, been fighting with my host provider the last week, only happens once a year or so, just depends how lucky/unlucky you get it seems.
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  • Profile picture of the author entri3
    They should refund you, i guess theyre good... speak with them once more...on a live chat
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    • Profile picture of the author mkpoway
      Sorry to hijack you thread, but what's the purpose of getting a reseller account? Is it necessary if you are setting up webpages for clients? Why can't they just get their own hostgator account and let you put up the page?
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      • Profile picture of the author phpbbxpert
        Originally Posted by mkpoway View Post

        Sorry to hijack you thread, but what's the purpose of getting a reseller account? Is it necessary if you are setting up webpages for clients? Why can't they just get their own hostgator account and let you put up the page?
        It allows easier management of domains and separating sites from the host account.
        So each site ends up with its own cPanel just like another hosting account would.

        BTW on topic, I have also had a resellers account with HostGator for years with little to no issues and good support when I did have little quirks.

        It's sad to hear about your bad experience, good cheap hosts are hard to come by.
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        • Profile picture of the author WikiWarrior
          Sorry to hear about your bad experience with them. Customer service in big companies always seems to get complicated when dealing with refunds. You have to fight through the red tape and protocols to get anywhere. If you can get this resolved soon I would stick with them. I've been using Hostgator for years and find their chat support excellent. I love the fact i can login to my account, fire up their chat module and they fix most problems while I'm chatting with them.
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      • Profile picture of the author Gary King
        Originally Posted by mkpoway View Post

        Sorry to hijack you thread, but what's the purpose of getting a reseller account? Is it necessary if you are setting up webpages for clients? Why can't they just get their own hostgator account and let you put up the page?

        As phpbbxpert says, it separates the web sites so they can be individually managed (in theory by your customers and/or you, but keeping them out of your other customers' sites)

        One important note - it's against HostGator's TOS to host client sites on any package besides the reseller account. For example, you can't get a business account and host anything other than your OWN sites on it.

        On topic - sorry you're having a bad go with them. If you're just looking for hosting recommendations, there are threads throughout the history of the forum on choosing hosting.

        Some that come to mind immediately are:

        bluehost.com
        1and1.com
        fatcow.com

        I'm not endorsing any of the above as I haven't used them, just thinking of other well-known names for you.

        Hope your day gets better!

        Gary
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      • Profile picture of the author Mike Hill
        Originally Posted by mkpoway View Post

        Sorry to hijack you thread, but what's the purpose of getting a reseller account? Is it necessary if you are setting up webpages for clients? Why can't they just get their own hostgator account and let you put up the page?
        Because if you offer it as a service you can charge your clients a modest fee per month for hosting and make a profit with the more people you have hosted on your account.

        Reseller hosting costs $299.40 per year (Aluminum plan)

        So lets say in that year you get 50 clients each paying you $25 a month for hosting their website with you. That's an extra $15,000 a year for you (minus the $300 bucks for hostgator).

        Of course you offer other services so you can bump that monthly price up a bit more but that is the general idea.
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    • Profile picture of the author JohnMcCabe
      Originally Posted by entri3 View Post

      They should refund you, i guess theyre good... speak with them once more...on a live chat
      Actually, I was going to recommend the exact opposite. Get them on the phone, then escalate it to a supervisor. I've only had to do this once, and it did take the supervisor a little time to unravel things, but she got things done quickly once she knew what was up.

      While the live chat sessions are good for simple issues, you have to keep in mind that the live chat people are working several inquiries at the same time.

      Iris, I understand the anger. Been there, done that (not with HG). No sense getting mad at a company. Get mad at the person who failed to fix your problem after promising to do so.

      That said, we are dealing with employees whose performance is judged, at least in part, by the customer ratings they ask you to give at the end of a chat session. I used to have an employee that would have told you anything just to get that '10', and then failed to do the documentation because it hurt his calls/hr...
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  • Profile picture of the author ijohnson
    Yeah, that's my kinda luck! I love being able to pull up their website and click on Live Chat and get issues resolved fairly quickly. It's only been this issue with the upgrading of my Baby account to the Reseller account. I think the wrong person got their hands in it, didn't know what they were doing and spoiled the broth, so to speak!

    I did get a couple of Live Chat techs who didn't seem to comprehend a word of what I explained. I just immediately ended that session and initiated another one with a different person who seemed to be from the same planet.

    I'm going to take a few deep breaths and give them a call again in a couple of days to see if we can get things resolved to MY satisfaction.

    I appreciate your support and responses.

    Iris
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  • Profile picture of the author KarlWarren
    Maybe it's me, but I don't understand how it can take so long on a phone call to say:

    "Here is the problem, this is what I want you to do about it"

    Of course, if you were promised a refund - it should have been processed, but nearly three hours of phonecalls?

    Admittedly, I'm pretty unforgiving on people wasting my time so my calls are short and to the point - time IS money after all.
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  • Profile picture of the author ijohnson
    @JohnMcCabe, my friend, I see you understand completely! I do intend to give them a call tomorrow and speak with someone with authority to issue a refund. I'm hoping for a favorable resolution so HostGator and I can to keep our business relationship in tact.

    Iris
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  • Profile picture of the author NerdGary
    I have to believe its a isolated event...
    I've used Hostgator for over 3 years and never had a problem with them..
    Uptime is awesome, support is great.. (I like their live support chat)

    But hey, no company is perfect..

    I did have a problem with them when I was trying to run a Ruby on Rails app on their server... Their support are not administers...was kind of hard getting through to one.


    But all in all ... i like hostgator.

    Sad to hear your issue... hope I dont see that side of them.
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    • Profile picture of the author Kay King
      I have had quite a few occasions recently where I received erroneous information or a tech support rep working behind the scenes on my behalf supposedly putting the necessary pieces in place and making required changes as a courtesy to me, only to find that nothing was done or it was not done correctly.
      I'm left wondering why you would have so many occasions needing support. I've had HG reseller accounts for years and have needed tech support only three times. In each case, the techs went over and above what I expected of them.

      In fact, last year when I needed some help and ask how to do something - they did it FOR me and saved me hours of time.

      HostGator's failure to exercise good listening skills and obtain the necessary information from me as early as possible so they could render the best possible solution was the reason for all the delays and loss of service.
      "obtain necessary information" makes me wonder if you failed to provide sufficient information to begin with.

      Every service provider will have some customer problems and make errors, but HG is pretty good at customer service in my experience.

      kay
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  • Profile picture of the author Adam Roy
    Well, I recommend BlueHost if you're not with HostGator anymore. Killer support.
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  • Profile picture of the author trebor99
    Never had a problem with Hostgator and have always found their support to be first rate.
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  • Profile picture of the author Patrician
    I use HostGator constantly (daily) for the past year or so to set up our client's websites.

    I have had mostly excellent service but a few times have had to call back because the answer I got was not right (from Chat and even from phone (rarely)).

    In my experience the phone support generally has much more expertise and the chat sometimes seems to be newbies who I have to explain the problem to several times to get the issue straight and then wait for a resolution.

    I do have some technical issues that make the relationship problematic for me and for our customers and this is due to the 'shared' hosting and volume they do. (victim of their own success)

    Don't forget their email support for things like this and don't forget to ESCALATE if you are not happy with the FIRST answer you get -- Not only supervisors but 2nd and 3rd level technical support -

    Over all I would say you can't beat 24 hour support through 3 modes - anywhere.

    Sorry for the aggravation you are experiencing and hope they do the right thing by you yesterday if not sooner.
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