Pattern of Complaint
Since September of 2017, the BBB of Houston & South Texas has received numerous complaints and customer reviews that are exhibiting the following pattern:
According to consumer’s complaints and customer reviews, it has been alleged by consumers that the business practices of Hostgator are deceptive. Many of the concerns mentioned are consumers paying for services they are not receiving, cancellations not being processed in a timely manner and not adhering to the contract agreement and/or website advertisements.This also includes, but not limited to domains being transferred and failure to provide friendly staff to provide assistance, and failure to honor their 45 day back money back guarantee.
Additionally, it has also alleged when consumers attempt to contact Hostgator’s customer service regarding their concerns; the representatives are rude, un-assisting and aggressive. When requesting to speak to upper management it is said there are often multiple transfers and long hold times. Upon reaching management, consumers are met with the same unhelpful attitude. Consumers also alleges Hostgator automatically renews their accounts without authorization, being billed after the cancellation and additional unauthorized charges to their credit cards, bank accounts and PayPal accounts. When contacted and brought to the company’s attention the consumers are told Hostgator will not provide a refund. If a refund request was approved the refunds were often not received for weeks or months. Further complainants allege they are told to email the company or leave a message and someone will call them back; no call back or email received within the allotted time frame or after; the consumer has to reach out to the company again in an attempt to resolve the matter.
In closing complainants state Hostgator does not accept responsibility for their representative’s behavior or misleading customers/potential customers and they do not honor their 100% 45 day money back guarantee." - Source: Better Business Bureau®