Customer ReviewsforHostPapa Inc

HostPapa determined that a critical fix was necessary that will potentially take down accounts during normal business hours. Instead of doing this critical fix on a weekend or overnight, they are doing this during normal business hours. I understand it's critical, but this will potentially render a charity that provides critical assistance right before a major holiday. They had no sympathy and were unwilling to assist me. My client may be rendered unable to process clients and provide much needed help for the upcoming holiday. If I could move my accounts and test them before the fix, I absolutely would.

Hello *****, Thank you for reaching out and sharing your perspective on the recent maintenance. We understand the significance of your organization's mission, particularly during high-demand periods, and sincerely value the essential services you provide. The maintenance was an integral step in enhancing the robustness and security of our services, aimed at ensuring greater reliability and a more seamless experience in the future. While the timing was fixed based on critical technical considerations, our goal was to minimize potential disruptions and safeguard against future concerns. We are keen to address any challenges that may have arisen and are available to lend our expertise to mitigate any inconvenience caused. Thank you once again for your feedback. We look forward to continuing to work together and supporting your vital efforts moving forward. Have a great day ahead, *****! Nicolae Customer Happiness Manager HostPapa Inc.

Started getting lengthy emails from their IT team and claiming my website usage is exceeding my limit - at one point a few months back, and now again. Very lengthy emails, and really trying to push you into paying more expensive plans or extra IT services. I know my usage is not exceeding because I write about a very niche topic, and don't get that many readers. I do however get lots of SPAMS!! When I replied so, their IT team instead of treating that as a possible solution, told me to open another ticket for that. They threaten to shut down my website and they did. I was going to write about this experience on ****** *** but I saw their "Customer Happiness Team" would publicly display ticket number and other information - which is a bit scary. That means they would hunt down the reviewer's first and last names, look up their account information. That is too much control for a "Customer Happiness Team". *** * *** **** ****** *** ***** *** *** *** *** **** *** ******* ******** ** ***** ** ***** *** ** *** **** *** ********* *** ***** **** **** ********* ** **** ****** ******** ***** ** ** **** ** **** * **** ******* ******* ***** * ** *** **** *** **** ** ** *** **** ****** ****** ******* ******** ** ***********

Thank you for taking the time to share your experience, ****! We take your feedback very seriously, and we sincerely apologize for any frustration caused by this situation. I have personally reviewed your case and have followed up with you directly via Support Ticket #******** with a detailed response addressing each of your concerns regarding the resource usage notifications, spam issues, etc. Our goal is to provide the best possible experience to all our customers, and we remain committed to finding a resolution that ensures your complete satisfaction. Have a great day ahead, ***** ******* Customer Happiness Manager HostPapa Inc.

********. They ******* me and put me into hundreds of dollars of overdraft fees. What happened: I hosted my website with them and let it be dormant for a few years, as I didn't opt to renew. Time for renewal came and they emailed me daily, offering links and tips to pay to autorenew. For $780.40 I said no way, forget it, and I let it slide. On September 19th, I opened my bank to see they'd withdrawn $780.40 from my account WITHOUT MY CONSENT. I NEVER GAVE CONSENT! I emailed, called, called the bank...they said it would be refunded within 10 business days. On September 21st, I opened my bank account to see that not only was a refund not issued, they had stolen a further $780.40 from my account. **** ******* ** **** *** ** ******** *** ** ***** *** *** *********. It's all gone. HP DID NOTHING but emailed me to tell me that they were sorry, but they "only saw one charge". Another Customer Service person was just sighing deeply into the phone and very exasperated (it's all recorded). Another email came through telling me that it "must be the bank's fault". The bank's ***** Dept told me this was, in fact, an additional charge from Host Papa. I am absolutely livid *** **** ** **** ** *** ******** **** ** **** *********** It's now September 23rd and all I hear is crickets...where's my money?? NOTHING HAS BEEN DONE. Absolutely nothing. They've ****** from me now twice... **** ******* **** **** ****** ** **** **** **** ********* *** *** ******* **** ***** ** **** * ******** **** **** **** ** ***** ***** ******** ***** **** ***** * *** *** ** **** ** *** **** ** *** ******* **** **** ********* ******** *****

Thank you for the feedback, ****! Your case is currently under review by our Billing Department - Ticket #********. After a detailed examination through our payment gateway, we did not find any evidence of a double charge on our end. We understand that you are also in contact with your bank to investigate this matter further. We are awaiting the results of your bank's investigation and your response in the ticket. Your input is important to us, and we are dedicated to maintaining transparency and efficiency in our processes. Should you have any additional questions or concerns, please do not hesitate to reach out. Nicolae Customer Happiness Manager HostPapa Inc.

**** **** ** ********* ** ***** ******** ***** I originally signed up for Hostpapa because their prices were very affordable and my needs were simple. I had a simple, low-traffic ******** site and paid for three years of hosting. Two weeks before the renewal date, I started to receive messages from Hostpapa about a vague I/O overuse error, for which the only solution was to pay several hundreds of dollars more for a premium plan. They also invoiced me for this "premium" service that I had never agreed to—an invoice with no details, just a cryptic "service fee" that cost seven times as much as my original contract with them. *** ** ** ************ *** * **** ********** ** **** ******* With the tools available, I was unable to diagnose or even fully investigate the problem they claimed had occurred. They refused to cooperate with me when I asked for specific error logs, and meanwhile a different agent was trying to hard-sell me on the premium plan. * ********* **** **** **** ********** ** ****** *** *** I quickly migrated my site to a **** ********* service provider. I canceled all my services with Hostpapa and yet today, several days after my original renewal date, I'm still getting messages from their agents asking me if I've fixed the problem and threatening to suspend my website (which is no longer on their servers). They are completely unaware and unconcerned about their clients' actual situation. ******* *** **********  ** *** *** * ****** ** ******* * ******* *** **** ***** ** ***** **** **** *** ** **** **** ******* ******* *** **** ** *** **** ***** ****

Thank you for the feedback, ******* I'm afraid that we could not track an exact experience that matched what you have described in our systems and the name used here on BBB. To confirm the legitimacy of the review and figure out what went wrong, please provide any identifying information, such as a ticket or client ID number, that would help us locate your account in our system. This will also ensure that we are looking at the right situation and have accurate and correct data regarding the feedback. Once we have more information, we will be better prepared to investigate these concerns further. Nicolae Customer Happiness Manager HostPapa Inc.

This is one of the worst hosting experiences I've ever had. I was a customer for a company that Host Papa bought (***** *****) and I was happy with that service. From the moment Host Papa acquired them, suddenly features of my contract became Ala carte offerings for a monthly charge and were no longer available to me. One of the highlights was email capacity. On my old plan, I had unlimited, but then I was relentlessly hounded by someone on their staff that I had to reduce my email to 500MB. Like 2-3 emails a day. I told them I was on a plan that had unlimited, and they told me my plan had changed. The kicker is, as I was reducing my email capacity, they shut off all my addresses. I had to tell them that I did what they were asking and for them to go look and they then turned them back on. Not to mention every 6 months something would go wrong like days of downtime, that they would blame my ISP on, but everything would work except for Host Papa hosted content. I knew my contract was up in Aug, but I was never sent any email (they know how to send them) to tell me my contract was up. So I come to find all my sites and emails disabled. I asked them why they didn't notify me and was told they tired to send me an email. I never got any messages from them at all. I called and asked to switch to a monthly plan, but they told me via a support ticket they can't do that (after they said the could) because I am a "legacy contract". But they had no problem altering my plan when they needed to. This place is a mess, their customer service is horrible, and they seem to not care about smaller clients unless you buy add-ons.

Hello *******, Thank you for your feedback! At HostPapa, we take great pride in delivering exceptional customer service, and it saddens us to acknowledge that we fell short of our high standards in your recent interaction. We extend our sincere apologies for any inconvenience or frustration this may have caused you, and we deeply regret the impact of this experience. Upon reviewing your account history, I've noticed that our Solutions team has come across a few problems with your account's resource consumption. To prevent damaging the server's performance and the other customers accommodated in the same shared web hosting environment, my coworkers in the Solutions Department have contacted you to address the problem as promptly as possible. In a shared web hosting environment, your account shares server resources with other customers who are also hosted on the same server. Every time a customer account experiences a surge in resource consumption, it may have an adverse effect on the server's general stability and negatively affect the performance of all other clients utilizing the same hosting environment. When this happens, we get in touch with the customer to see if we can offer any assistance in resolving the issue and preventing it from happening again. Although switching to a plan that better meets your needs might be simpler, my teammates also proposed a technical repair, which requires investigating the problem to determine whether it can be rectified. Each and every one of our customers' experiences is important to us; we really hope that everyone can appreciate this policy. We regret any discomfort this may have caused, however, please note that our resource usage is explicitly specified in our Terms of Service and that the limitations and allocated resources for each of our services and plans are properly described on our website, publicly available for everyone. According to our mail records, we have sent two emails about the continuation of your web hosting service in relation to its renewal. These communications are as follows: -> The 30-day renewal notification. We send out a notification via email 30 days prior to a service's renewal date. -> The 15-day renewal notification. An additional notification is sent 15 days prior to the renewal date when the invoice is also issued. Notifications such as those stated above are delivered to the primary email address on file. It is our customer's responsibility to supply an email address that is fully operational. Unless explicitly requested by our clients, we are unable to change that email address ourselves. In addition, should the auto-renewal function be enabled, and an invoice is generated by our system, we'll try to charge the associated payment method. The product was configured to automatically renew in your case, however, the payment method is no longer valid. This, unfortunately, is not something that is within the purview of our authority. As the invoice was not settled on time, the hosting service was suspended, ultimately resulting in an interruption in your service. We take all necessary measures on our end to ensure our customers' service continuity, as we understand the importance of having a continuous, and reliable service. Unfortunately, we are unable to take care of everything from our end and we require our customers to meet us halfway with a few measures on their end. Regarding monthly billing terms, that is something we offer, however, after checking your most recent ticket with us, I've noticed that there were a few misunderstandings, for which we are terribly sorry. I have also noticed, however, that my colleagues were able to apply a monthly term to your hosting services. It appears that the next day you opted to terminate your services. We're very sorry that this whole situation caused you any discomfort of any sort however, please know that it was not our intent to cause any trouble. We are only here to help you with everything that you may need down the road in order to achieve your goals and objectives in terms of web hosting. Have a great day ahead! Nicolae Customer Happiness Manager HostPapa Inc.

I received an invoice from HostPapa this morning for $691.15. Allegedly it is for hosting services from May 3, 2023 to May 3, 2026. I haven't done business with HostPapa for four or more years. I paid for one year's hosting and then stopped. I never did upload a file for my website * ***** ******** *** **** * **** ***** ******** But when I did cancel my service, I recall being hounded with notices to renew even after I told them I was not. ************* When I called today, I was told I should cancel my account. I flatly refused. Why, I asked, so you can bill me for all the time between when I did cancel and now? No, you cancel it, and don't ever contact me again. **** ***** **** **** ** **** *** **** **** ******* *** *** **** **** ***

Hello ********, My name is Nicolae and I am the Customer Happiness Manager here at HostPapa Inc. I have reviewed your account and I was unable to find any written cancellation requests submitted from your account. For reference, you may access the following article, which accurately details how to properly submit a cancellation request: **************** Given that a cancellation was not requested for your HostPapa services, our system has followed the protocol of sending renewal notices accordingly. We send a notification 30 days prior to any service renewal letting our customers know about the upcoming renewal. We then send another notification 15 days prior to the renewal date when the invoice for the renewal is issued. Please know that stopping using our services does not represent a cancellation request. A written cancellation request following the guide above would be required. We also accept a ticket directly opened from your account mentioning your wish to cancel the services. In light of the above, I hope I was able to shed some light on the entire situation and that I was able to clarify your concerns. Feel free to get back to me in case you have further questions or concerns! Have a great day ahead, ********! -- Regards, Nicolae D. Customer Happiness Manager HostPapa Inc