ComplaintsforInMotion Hosting, Inc.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had been with this company from ********* for about 5 yrs. They told me I had violated their policy by keeping backup on their site. I was not given a copy of the policy nor do I remember signing a policy after 5 yrs. They suspended my account for *******. When I erased some files on the server. They kept telling me I had more files in a different location I was not aware of and didn't know how to get to. They closed the cpanel so I could not access my files and took away the wordpress plug-in so I could not back up my files. I'm switching my website to another site and they closed down the cpanel again a 2nd time and gave me 4 days to access it. They haven't given me my refund of $95.88. I feel I should get my full refund since I could not use or access my account. I feel they are harrassing me because I am a black owned Christian website. They have been very rude, disrespectful and controlling in their email and I even had a *** laugh on the phone when I was trying to resolve these problems. I need them to open the cpanel and give me a copy of my files. This company should not be in business as they do not know how to treat customers.

  Business response

  10/16/2024

  Hello ********,
  
  First and foremost, we would like to sincerely apologize for the frustration and inconvenience you've experienced regarding the recent suspension of your account.
  
  Upon reviewing your case, we identified and had advised you that the suspension was due to a violation of our Hosting Agreement which can be located at ******************************************************************************. Outlined under section 4.5.8, customers are expected to maintain separate backup copies of their content outside of our servers. This was part of the terms agreed upon when you signed up for your hosting services.
  
  Upon review of your account, we do show were it has been unsuspended again, and you now have access to your data. This will allow you time to move your content to another hosting platform like you requested. Should you need any assistance with this process, please do not hesitate to contact our Support Team, they are here to help make this as smooth as possible.
  
  Regarding your refund request, unfortunately, we would not be honor your request. We have already processed a partial refund for the unused time on your account. We are unable to provide a full refund as per our service terms.
  
  We understand how challenging this situation has been and truly appreciate your understanding. Please don't hesitate to reach out if you have any questions or need further assistance.
  
  InMotion Hosting **************** Team

  Customer response

  10/19/2024

   
  Complaint: 22395611
  
  I am rejecting this response because: I never received a copy of the terms of agreement. And I never received copies of my backup files from the copy. When I was able to get backup copies the new hosting company was locked out of my account and could not migrate my website. If you are so considered about me being frustrated this problem then this would not have happened. I also had to get a backup copy of my files that now have been giving me a error message when I try to save it. So if you would like to help me out give me a copy of my backup files and stop giving me 4 days to copy it when it has an error message. You can still process the remaining $19.97  remaining on my refund your company just chooses not to do it.
  
  Sincerely,
  
  ******** *******

  Business response

  10/31/2024

  Hello ********,
  
  We are sorry for any frustrations you may have over the suspension of your service.
  
  When you signed up for your service, you had to check a box that advised that you had read the online terms of service prior to continuing on to the payment portion of the order process. The terms are available online at ******************************************************************.
  
  As for the refund and time to access your files, we have spoken with senior management and they have processed the refund for the $19.97 remaining on your account. They have also unsuspended your service until November 12, 2024 to allow you to access to your files for downloading. If your require assistance with downloading the files you can contact our Support Team at ************, by email at *********************************** or by chat at **************************.
  
  We wish you the best with your new hosting company.
  
  InMotion Hosting *****************

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Support ticket has been open for a full month with no progress and no responses from their support team after repeated emails.Our plan with them should have been updated and we are owed a refund as they never changed the plan version.

  Business response

  10/11/2024

  Hello *******,
  
  Thank you for contacting us. I am very sorry to learn of the recent frustration that you have experienced and that our teams have been delayed in assisting you to resolve these problems. As a company that strives to set the industry standard for customer service and technical support, it is clear that we have not delivered on this ************** this time, we've had one of our senior technicians review your request and complete your clone of ********* to *************. As such, the files are in the /home/************* directory and the server now has 26GB of disk space free.
  
  If any further assistance is needed, please respond directly to ticket #*******, as our Management team will be monitoring it until your concerns are resolved.
  
  Best Regards,
  InMotion Hosting ****************

  Customer response

  10/15/2024

   
  Complaint: 22365804
  
  I am rejecting this response because: While the cloning has been resolved, we do still have the open issue related to billing. Please see ****** response to ticket #******* regarding the current plan and pricing.
  
  Sincerely,
  
  ******* ******

  Business response

  10/30/2024

  Hello *******,
  
  We are sorry for the frustrations this has caused you. A review of your account shows that a 2 month extension has been put on the account as you were looking to move to a new provider. We have had discussion with senior management in regard to your account and would like to provide a solution to the matter.
  
  What we would do is leave the current 2 month extension on your account. On top of this extension, we would add 3 and half months more to the account, taking your renewal out to the middle of March 2025. This 3 1/2 month extension would be the difference between your current old plan and the cost of current VPS 8vCPU plan. Your plan would be left on the VPS2000 until you reach your next renewal date. At which time you would only need to use the change plan tool located in your ****************** Panel (AMP) to change your account to the new plan and be charged the current rate for our service you select.
  
  If you would like to implement this change, please email *********************************************** and we will coordinate with **************** to have the extension added to your account.
  
  We hope this will resolve all the issues that you currently have.
  
  InMotion Hosting ****************.

  Customer response

  10/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved our hosting to inmotion and since our move there have been nothing but problems. Sites that were working are no longer working. For some odd reason they set up 2 cpanels for one account which may be creating part of the conflict. I was just told we are on an operating system they don't fully support and they can't tell me why they used that operating system if they don't support it. I'm spending more time on with support correcting issues because the sites are down 20-30% of the time. They are blaming the sites but they worked 100% of the time before we moved to inmotion. This is supposed to be a managed hosting with support but I'm not getting support just excuses

  Business response

  08/22/2024

  Hello ******, 
  
  We are sorry to hear about the issues you have been experiencing since your move to our hosting services. 
  
  Our Advanced Products Support Team reviewed your account and made a few changes to assist with your issues. 
       Access-Logs Correction: The soft-link for access logs was pointing to an incorrect path. This has been updated to the correct path.
       Error Log Review: The error logs were checked, and a few minor issues were resolved in the wp-config files, such as ensuring WP _DEBUG, was correctly placed above the wp-settings.php to avoid errors.
       Word WordPress Integrity Checks: All WordPress websites were reviewed, and their checksums were verified to ensure there were no issues.
       Email Functionality Testing: Test email accounts were created for the four domains hosted with us, and both sending and receiving functions were tested successfully.
       DMARC Records Addition: We added DMARC records for spinnakerpromos.com and travelsweepsai.com to enhance email security.
       System Updates: All necessary system updates were reviewed and completed if necessary to maintain optimal performance.
  We hope these steps we have taken help to resolve all your issues and allow you to enjoy your future with us. 
  
  For the frustrations that you may have experienced, we are providing you with 3 free months of hosting which have been applied to your account. 
  
  If you have any other issues or concerns, please reply to the email sent to you and we will be more than happy to help. 
  
  Best regards, 
  InMotion Hosting Customer Service. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The tech-support available at In Motion Hosting has become extremely slow. I called the tech-support line and requested a call back and after even 2 1/2 hours did not receive a call. I called to bring this to the attention of the company and waited on hold for over 16 minutes. I then asked to speak to a supervisor in the billing department. I spoke to supervisor named ****, who proceeded to reprimand me about my lack of patience and that for hours waiting on hold or for a callback is not unreasonable. When I asked him if 2 1/2 hours was an unreasonable amount of time to wait for a call back he very smugly told me actually it's four hours. I need to hear from somebody from the administration from this company. I pay for hosting I should get reasonable tech-support.

  Business response

  06/17/2024

  Hello ****,
  
  Thank you for contacting us.
  
  We are very sorry to learn of the recent frustration that you have experienced in regards to long hold times and difficulties reaching our Technical Support team. As a company that strives to set the industry standard for customer service, it is clear that we have not delivered on this expectation. We appreciate you taking the time to speak to one of our managers, ******, to assist in receiving your feedback so that we can make improvements and work with our team internally to ensure our customers are receiving the levels of service we expect.
  
  Again, We'd like to sincerely apologize for the extended wait times; while these wait times are not normal for us, we have had an increase in volume recently in May that we are actively working to meet with an increase of Support Technicians.
  
  We thank you again for your patience as we work to correct this and expand our team to provide you with the service we are known for.
  
  Best Regards,
  
  InMotion Hosting

  Customer response

  06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you to ****** for his patience and understanding and taking the time to contact me by phone.

  Sincerely,
  
  *********************

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom It May ********* am writing to formally lodge a complaint against InMotion Hosting due to unresolved issues related to the cancellation of my account and inquiries regarding refunds for unused services. Despite my efforts to resolve this matter directly with InMotion Hosting, my attempts have been met with a lack of response, leading to unnecessary inconvenience and potential for unwarranted charges.Details of the Complaint:Initial Contact: My initial communication with InMotion Hosting was made in October 2023, where I requested the cancellation of any further charges on my account and sought information on potential refunds for services not utilized.Lack of Response: To this date, I have not received any acknowledgment or response to my request, despite multiple follow-up attempts.Requested Resolution: I am seeking an immediate update on the status of my account cancellation and a clear explanation of InMotion Hosting's refund policy as it pertains to my case.Urgency of Resolution:This issue requires urgent attention to prevent further misunderstandings and to ensure that I am not subjected to unnecessary charges. I had set a deadline for a satisfactory resolution by Monday, January 22, ****, which has regrettably passed without any communication from InMotion Hosting.Further Actions:In the absence of a timely and satisfactory resolution, I am prepared to escalate this matter by contacting the ********** ********** of ******** Affairs and may consider obtaining legal counsel to explore my options.Conclusion:I urge the Better Business Bureau to facilitate a prompt dialogue between myself and InMotion Hosting to resolve this matter expediently. I appreciate your attention to this complaint and look forward to a resolution that rectifies the issues I have faced.Sincerely,*************************

  Business response

  02/05/2024

  Hello *****,

  Are ************* Team has reached out to left a voicemail on the phone number we have on file, as well as sent an email to the address we have on file in regard to your cancellation and refund. If you can please look for these and communicate back with them, they  are happy to review your account and help with processing the cancellation.

  We are sorry for any inconvenience this may have caused, and hope to work with your to resolve the matter quickly.

  Best Regards,
  
  InMotion Hosting Legal Department
  
  

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased a webhosting service that has been broken for over a week. This is a business account that cannot successfully send emails to yahoo, ************ and other well established web mail services.

  Business response

  12/18/2023

  We sincerely apologize for any inconvenience you may have experienced, and appreciate your bringing your concerns to our attention through the Better Business Bureau. Your satisfaction is our priority, and we regret any frustration you may have experienced.

  
  If your concerns were not addressed, please contact our legal team at ******************************** and they may be better suited to resolve any outstanding issues.

  
  In the meantime, we understand the importance of resolving matters to our customers satisfaction. If the issue remains unresolved, we are more than willing to offer a full refund for your purchase. Your satisfaction is of the utmost importance to us as we want to make things right.  Again, we apologize for any inconvenience caused and appreciate your understanding as we work to rectify the situation.

  
  If you have any further questions, please do not hesitate to reach out to our legal team.  Thank you for your patience.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received the following from my web host provider. (They started sending nag letters 2 months ago), I've been a customer of theirs for the past 4 **************************** - thenightskyii.org - Payment Due - 2nd Notice Dear *****,Your account is currently past due and your prompt attention is required to ensure that your site stays online.Our system is attempting to bill your account with the main username of thenig12 for service with InMotion Hosting. Unfortunately, we were not able to process the payment using the credit card ending in 7375.In order to ensure that your site stays online, your prompt response is required. The good news is renewing has never been easier or faster! Click here.Subscription Listing:Launch Plan - 2 Year (thenightskyii.org) - 1 year - $167.88 - (Renewal Date: 05/03/23)Backup Manager - 1 Year (thenightskyii.org) - 1 year - $30.00 - (Renewal Date: 05/03/23)SubTotal: $197.88 Applicable Taxes and Fees: $0.00 Amount Due: $197.88 Alternatively, you may call our office at *************** in order to update this information. Customer Support agents are available 24/7 for your convenience.Thank you for your cooperation.Regards,InMotion Hosting Now I'm not debating on the bill, amount owed or anything like that, When it comes due next month it will be paid.My complaint here is how early they start the billing/nagging process. Each time they attempt to withdraw funds and they aren't there, my credit report takes note of that.They claim they do it to prevent any interruption of service. If that would occur it's my bad, not theirs.If the family and I go eat at a sit down restaurant we certainly don't pay before the food arrives. Would you?According to how they responded, with me being on auto pay, they could just as easily bill me for the next 2 year cycle right after I pay this one..to prevent interruption of service.A load of c***

  Business response

  05/02/2023

  Hello *****, 
  

  We are sorry for any frustrations that our renewal reminders may have caused. Our reminders are set to go out 30 days prior to the renewal date. We do this to ensure that our customers are not caught off guard by the payment. If you would like to have those renewal reminders notice time changed to a later date, say such as 7 days prior, you can follow our support article titled Renewal Information. 
  The earlier renewals you mentioned are in regard to domain registrations and the hosting account associated with the domain. The payment is processed two weeks prior to the cancellation date for the domain. This is done to provide our customers with the ability to update payment information if the original attempt fails to go through.

  With a hosting account, we are able to allow a grace ****** for the service to stay active so our customers can make arrangements, but that is not the case with domain registrations. Domains are registered with our domain registrar Tucows. If the due date passes without payment, the domain is shut down and, regardless if the hosting plan was paid for, the website would no longer be available on the internet. Reactivation of failed domains may also carry additional fees from Tucows to reactivate, which the earlier renewal helps to avoid. The payment, when processed, renews the domain 1 year from the cancellation date, regardless of when the payment is processed.

  The notice that we process the earlier renewals can be reviewed as part of our Terms of Service under section 11.11.4. 

  Again we are sorry for any frustrations the earlier renewal reminder may have caused.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Inmotion hosting provides modified versions of cpanel that do not have fully functioning backups. Files exported do not load on other servers. That means inmotion has made it harder to migrate a way from their services. This is NOT how cpanel and whm are supposed to function. I've been a web developer for over 22 years and have worked with cpanel and whm for over 20. I have never had a problem migrating sites until I tried migrating a site from inmotion. You owe us a refund or fully functioning backups.

  Business response

  03/15/2023

  Hello ******,

  We are very sorry to hear of the difficulties you have experienced with your cPanel backups. We would like to help you with a resolution to this situation but have been unable to investigate your claim based on the information provided. We ask that you please reach out to us directly at ******************************** with the primary domain name and primary email address associated with your account so that we may conduct a proper investigation and formulate a proper solution.

  We await your email and will be happy to assist in any way we can once we can confirm your claim.

  Thank you,

  *************************

  InMotion Hosting Legal Team

  Customer response

  03/16/2023

   
  Complaint: 19548228
  
  I am rejecting this response because:  We found an other way to remove the client from inmotion which means I don't have time to help trouble shoot this problem.  There was a problem with the full backups generated from InMotion's installation of cpanel because the file was not able to be uploaded to an other server.  I moved the site manually.
  
  Sincerely,
  
  *********************

  Business response

  04/17/2023

  As you have advised that the issue has been resolved, and upon review the information we have in regard to your account, shows that the cost of your hosting has been refunded back to you. We sincerely apologize for any frustrations and inconvenience this has caused for you. We are sorry that you have not been pleased with your recent interactions with us; however, if there is anything that we can assist you with, please let us know.

  Customer response

  05/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Below is a chat with inmotion's customer support. We stopped service 4 months prior to our plan expiring and they will not prorate us a refund. this is stealing as we have paid for services we don't need and they refuse to offer a refund and basically are just like sorry for your luck - we want a prorated refund for our hosting and for you to stop ripping off your customers. Begin chat- me: im stopping hosting before my plan expires - do i get a prorated refund for time not used hosting my site etc? Chat started ******* C. Hello ****** ********, my name is *******. Thanks for contacting us today! Please hold for 2-3 minutes while I get your account pulled up. avatar kk ty ******* C. Thanks for holding, ******! Since your VPS plan was renewed over 90 days ago, you unfortunately wouldn't qualify for a refund, but it is set to expire, so you can continue using it until the end of the renewal term on June 16th. avatar why would i need to pay for time i didn't even use it this makes no sense ive been a good customer for you guys, sent people as referrals even, now im getting penalized for not paying monthly as i went? ******* C. I'm not sure I'm following - you wouldn't need to pay again, you are getting the time that you paid for. avatar if i was paying monthly what would happen i would stop paying saving myself money from now until june correct? so because i paid upfront im ******** and paid for 4 months i didn't even need? is that what you're telling me *******? ******* C. Our refund policy only allows us to refund hosting plans within 90 days of renewal, as monthly rates are typically higher than annual rates. So, unfortunately, yes. Is there anything else I can assist you with today? avatar answer the question - if i was paying monthly and stopped service would i be billed until june? or would my final payment be the last 30 days i used your service so yes i get ripped off $60? ok thank you! reporting to the better business bureau Type a message here...

  Business response

  02/07/2023

  Hello *****,
  
  Thank you for reaching out to us with your concern.
  
  We have investigated the matter and found the following:
  
  Your services were renewed In June 2022 for a period of one year.  Per the Terms of Service which were agreed to upon your purchase of the services, renewals of existing services are only eligible for a refund within the first thirty days after the refund.  
  
  Considering your long-standing relationship with our company and in the interest of good customer service, we would like to offer you a prorated refund for the remainder of your purchased services dated from the end of those services being active.  Any cancellation fees will also be waived.  
  
  To accept this offer, please email customerservice@inmotionhosting.com and reference your BBB complaint and that you have received a response from the Legal Team.
  
  If you have any further questions or concerns, please let us know.
  
  Thank you,
  Andrew ***
  InMotion Hosting Legal Team

  Customer response

  02/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have reached out to Inmotion to settle with prorated refund and waiting for their response
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  10/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted the hosting company over a month ago asking to have the max PHP execution time increased from 90 seconds to 120 seconds for a domain. This is a ridiculously easy request for a hosting company and they adjusted one domain at a time. Keep in mind there's over a dozen domains on this account. Over the past month one has yet to be updated . After calling again on more than one occasion They assured me it was done and I would be all set. Over the past week I spent 6 hours chatting with customer support on the phone and chat still trying to resolve the problem. They came back and told me that my plan does not allow for this allegedly. Which is ironic because they were able to do it on every single website but yet magically one website won't work. And that means that every single person has blatantly lied to me and said they're doing something that they can't actually do.. which is even further contradicted because literally every other website works except this one. There is no excuse for improper procedure or protocol as well as unethical practice. I demand the website be resolved and I'm also seeking reimbursement and compensation for over a month of my websites being down and hours wasted.

  Business response

  11/03/2022

  Business Response /* (1000, 6, 2022/10/14) */ Hello*****, Unfortunately, due to the limitations of the shared hosting environment you are subscribed to, we are unable to process your request to increase the PHP execution time beyond 90. If you would like, we can upgrade your plan to a VPS or dedicated server where that is an option at the introductory rate for the first term. Our ultimate goal is to help our customers succeed and in this situation, we attempted to make the adjustments as requested. Unfortunately, it was not known at the time that this would not be as effective as we initially hoped. We apologize for the misunderstanding on our part. We will use this example to improve. Please let us know how you would like to proceed or if you have an alternate idea of how to resolve this situation. Our office hours are from 9 AM to 9 PM, Monday through Friday, Eastern time. If you have additional questions or concerns you may respond to this message and we will address those matters. Your correspondence will be responded to in the order that it was received so please allow 2-3 business days to receive your response. Best Regards, InMotion Hosting Legal Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩