ComplaintsforLiquid Web, LLC

• Initial Complaint

  09/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a customer of Nexcess (DBA *********************** for numerous years. I have been happy with their service.A few days ago I received many MANY emails letting me know that additional hosting packages had been added to my account without my consent. I immediately reached out and spoke with a ****** ******* via phone. He advised he'd be cancelling the unauthorized packages and opening a ticket to the back end support to get a ********* has now been 3-4 days and there has been ZERO contact from Necess/Liquid Web and I have reached out several times asking for my refund. This is ******* not ***** or some other low ball amount - I can't have these kinds of funds tied up for something that I did not authorize or consent to.

  

  Business response

  10/14/2024

  As of September 23rd, the refund of $1225.70 had been issued, and Mr. Camacho should have received the money back within 2-7 business days.

  This might have happened due to his account being compromised. We blocked the IP from which fake orders were placed in our firewall. We advised the customer to reset his Nexcess account password and enable 2-factor authentication for additional security.

  Customer response

  10/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22319270, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  John Camacho

• Initial Complaint

  02/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had been generally happy with Liquid web service for several years. They continually offers the ability to renew 2-3 year agreements at a lower negotiated price. My contract went month-to-month and as always, I have requested a new contract agreement. I have been given conflicting information. Most recently 2 different sales people gave completely different indications. The first indicated that I should purchase whichever plan I wanted online at the 2 year pricing, request a migration of my existing plan and then cancel the existing plan. Considering this is a large cost, I wanted to confirm this with a second agent before proceeding and was told that this was not an option. I believe that if front line sales people are giving information regarding pricing and availability of contract, that information should be honored. I have also had repeated conflict with the account manager assigned my account and have asked to be reassigned or to have these matters escalated. The request has not been granted. I do not feel that I can work with this account manager any further and am requesting reassignment and escalation as well as the honoring of the offer made by the front line sales people. I am attaching the chat conversation dated 2/18/2024. I have highlighted the beginning of the conversation which clearly shows the offer made by front line sales for a 2 year contract at the contract price and migration and cancellation of my current month-to-month plan. I am sure liquid web has records of this chat in their archives and can verify. I would expect that to be honored as part of the resolution.

  

  Business response

  03/05/2024

  We contacted the customer and they have decided to purchase a new pre-pay plan with **. They also agreed to remove this complaint.

  Customer response

  03/08/2024

  I would like to keep this complaint open pending the full resolution. I have been told that a new server will be provided and my data will be fully migrated. As of now I am paying for 2 servers and the migration is not complete. There has been several miscommunications in the process and very slow response times. Until the migration of the data is complete, their promises have not been kept. What do I need to do to keep the complaint open pending the completion of the migration?

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for a full year of Liquid Web's calendar software plug-in for use on my community news website. It worked OK at first, then there were apparently code updates that broke the functionality that led me to purchase the product. I even had a WordPress expert take a look and try to make it work. Contacting the help desk was useless.Ultimately I deleted the plug-in after barely a month, even though I had paid for a year. I informed the company I was canceling. No response. Then, a week or so ago, they had the nerve to charge me for an additional year. Now, that's partly my bad for not deleting them from my PayPal. However, since that $100 ding I have tried to contact them on email and social to no avail. I have instituted a complaint and request for a refund through PayPal, but be warned -- it's crappy code with even crappier customer service.

  

  Business response

  02/19/2024

  Upon further inspection, we emailed the customer after we received the PayPal cancellation and didnt get a response. Our account services team confirmed we've issued the refund and no further charges will be made. One of our team members also said he had reached out to the customer, and his message had been answered there.

  
  We want to note that we do offer full refunds within 30 days of purchase for any reason, so if the customer had requested a refund at the time they stopped using the plugin, they would have received a full refund.

  
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint has to do most recently with an issue in Support. I am constantly having problems with them responding to tickets and passing them off to others. Most recently I put in a ticket on January 15 to have a program installed. I started off with the chat, and they passed me on to Getting a ticket filed on it for Support to take care of. I have since messaged them on a ticket and got no response. I responded to my account manager which this is the third one Ive had and Ill havent been able to talk to any of them yet in five or six years now. My first response was to him yesterday by email and today by phone left a message both times and Ive not received a call this may be soon to you but this happens all the time. I pay almost $600 per month for a Server , there which is a fully managed server and have to go through this more times than not. They used to be a really good service when I first started with them. I was very happy with them and ** still happy with the chat support. They answer really fast and more times and not they are able to help you then and there, but this got pushed off to Regular Technical Support and this is usually what happens when they get a ticket. Ive gone on days and days with no response. No kind of update to say sorry we got your ticket. We just been busy or shorthanded or whatever the excuse may be nothing just silence. That is no way to run a business that takes that much money from you every month and calls it a fully managed server . I want someone that can look at that ticket and get something done.

  

  Business response

  01/29/2024

  Hello ***,
  
  We appreciate you reaching out and bringing this matter to our attention.
  
  Our executives reviewed this and resolved it for you on January 19th, the last time you were in contact with them. Our team attempted to install Redmine for you, but cPanel hasnt supported it in a long time. You provided feedback that you appreciated our teams attempts.
  
  We also sincerely apologize for not providing better service before this complaint.
  
  If you have further questions, please contact our team here: **************************************************.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a two year prepaid server plan in November 2023. I am having two issues with the server plan now.1) Is that when I bought it, as noted in ticket # ******** I wrote, and LiquidWeb confirmed:"Okay exactly how much will it cost prepaid for the 8GB 2yr plan including the cPanel that you say I need? Total cost I mean, with 0 monthly extra." - meaning that the $960. I paid would be all in, no *** no extras, including cPanel.However, recently LiquidWeb wrote to me that I would have to pay MORE per month starting January ****, due to a pricing increase that cPanel announced in October 2023.First of all, given that cPanel announced its price increase in October 2023, it was deceptive of Liquid Web to advertise their plan as being $1200. for two years, and telling me that there would be no extra charge for cPanel, when they already knew that cPanel pricing was going up.Secondly, as a prepaid plan, I should not have to pay any extra during the two years for which I have prepaid, otherwise, the concept of "prepaid" is meaningless.2) As LiquidWeb was aware, I moved from my old server to this new one because I was having issues with not being able to get the latest version of ***** DB on the old server. LiquidWeb advised me per ticket ******** that the new server AlmaLinux could handle the higher version of MariaDB.What LiquidWeb did not tell me was that this site could not handle the *** 7.1 version I had running for one of my websites. Now that website forum doesn't work and I am stuck, and LiquidWeb wants another $24. a month from me for cloud linux to allow php 7.1 to run. That isn't right either, if the new server wasn't going to work for me they should have noticed this up front and not advised me to move to AlmaLinux (see ticket ********). Alternatively, now, LiquidWeb should provide a means of me to run php 7.1 without paying extra, on my forum website running vbulletin 4.

  

  Business response

  12/13/2023

  Hello ****,
  
  We appreciate you reaching out and bringing this matter to our attention.
  
  Our executives have reviewed this and see that you want to keep running software that went EOL in 2017. Were aware that youre open to upgrading your software, which would then eliminate the need for you to purchase Cloud Linux.
  
  After review, our team has reached out to you through ticket number ******** to provide more details.
  
  We apologize for any confusion this has caused.
  
  If you have further questions, please get in touch with our team here: ********************************.
  

• Initial Complaint

  09/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with the recent billing changes made by LiquidWeb once again since my last complaint on 6/30/21 over the same issue which I was promised it would be fixed and not happen again. I have been a loyal customer for over 12 years and have consistently paid a significant amount each month for 9 VPS servers. However, I have noticed a gradual increase in my monthly bill, which reached $600 and didnt complain and now overnight to an astonishing $900 a month. Previously, I had voiced my concerns about the confusing billing structure, and **** (along with ***** ******* *****, ****** and *******) assured me that they would rectify the situation by implementing a steady monthly charge. This was a nice change offered after the last complaint with the BBB and I appreciated their efforts to address the issue.However, it seems that the promised permanent fix has not been upheld. I fear that in the coming months, LiquidWeb may even further increase my bill by deeming the expiration of one of our 7 remaining VPS servers as a reason for the price hike, despite previous assurances that the prices would remain steady.I have always regarded Liquidweb as one of the best services available, apart from these recurring billing issues. Therefore, I am greatly disappointed by the current stance of the company. Despite raising my bill by $300, they have only offered an 11% discount and have suggested that I take my business elsewhere if I am dissatisfied.I am requesting that the previous discounts be reinstated permanently. I believe my total bill should be $600 per month, accounting for the recent price hikes. If LiquidWeb insists on ending our relationship, I request a temporary discount for three more months to facilitate the transition of my 9 VPS servers and the hundreds of websites they host to a new provider. Such a migration is no small task, and I believe it is only fair to provide me with the time and resources necessary.

  

  Business response

  10/16/2024

  This is an older complaint that has been resolved. It was a partner account. He had $510 monthly spend (less than the $900 he mentions in the complaint.) This year (January 2024), he also upgraded one of his servers from Cent7 to AL8 for about $40 more. His initial entry point a long time ago was under contract for a certain number of servers and percentage discount. When he became a reseller, we gave him a 20% partner discount in order to equal it all out. Under the new partner structure, he received a 5% discount.

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Liquid Web has a major problem with how they escalate support requests. I had a similar issue that I complained about in the BBB back in April and I thought they were going to fix this problem. This new complaint is a billing so I'm submitting this complaint to make public this pattern.They sent an email about 12/21 saying there will be price increase because of cpanel starting in January of about $5 to $8 per server. No problem. Part of cpanel's pricing is based on the number of cpanel accounts that are active. I have a lot of cpanel accounts so I wanted to confirm my existing monthly pricing and get an estimate based on MY server's cpanel usage.******* was the first billing rep I talked to. She told me about $180 per month. I was expecting about $140 per month. She could not explain the difference and when I asked for a supervisor (a second opinion) she could not do that. At the end of the chat I thought we had agreed she would submit a ticket for a senior rep (supervisor) to look at this. THAT'S ALL I ASKED FOR! Later that day I checked and there wasn't a ticket. SHE DID NOT ESCALATE MY QUESTION!I had to call and finally I got someone to submit a ticket. The question about the current monthly cost was answered by the rep I CALLED. However I still do not know my new pricing.I spend over $2000 per year with them. I'm ready to upgrade to add an other $1000 per year. Their inability to answer basic questions and escalate questions has left me with a complete lack of trust. My entire livelihood is on this server along with many of my clients. I don't expect all reps to be perfect and all knowing but I do expect them to be able to escalate questions. I ESTIMATE web projects all the time that have a range in the pricing. All they had to do was look at my account, count my cpanels and give me an ESTIMATE. A RANGE WOULD HAVE WORKED!My liquid web ticket number is ******** and I will upload the chat transcript to that ticket.

  

  Business response

  01/03/2023

  While we communicated to the customer about an upcoming price increase by cPanel (an external third party), we could not provide the customer with exact pricing due to the fact that third parties do not discuss their pricing decisions with us. The customer was provided a range of pricing as we do not have concrete numbers at this time. Once information has been obtained regarding cPanel pricing, then it will be promptly communicated to the customer.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Liquid web doesn't respond to emergency situations fast enough. I am having an email problem with my server and every client's site I'm hosting. I asked for a supervisor (2nd opinion) and in 4 hours during business hours they can't pick up a phone to call to get this resolved.To them I'm just an other server. To me this is my WHOLE **********!!!!!!!!!!!!!!!

  

  Business response

  04/27/2022

  We apologize if the customer is not satisfied with the recent interaction. When the customer asked for a second opinion regarding the existing issue during the a phone call with a supervisor, the customer acknowledged and agreed to the him scheduling up a follow-up call for today with a different supervisor. Said supervisor will be reaching out at the scheduled time.

  Customer response

  04/27/2022

   
  Complaint: 17112609
  
  I am rejecting this response because: Your context is wrong.  I had been asking for a supervisor/2nd opinion since about noon.  The phone call you are referring to is at 6pm.  Your support techs were slow in responding to a high priority issue.  On top of that when I asked for a supervisor/2nd opinion either the rep did not forward the request or the supervisors didn't respond.  Either way my request to escalate the issue was not answered until 6 HOURS LATER!!!!  When you are support people's businesses and livelihoods a faster response at time is needed.  Liquid web did not respond fast enough.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Liquid Web offers "prepays" for various services. For example, you can prepay for 24 months of service and receive a discount compared to what you would pay month to month. The problem is that Liquid Web uses the money in the prepay to cover expenses OTHER than the prepaid service. For example, if you prepay for Service A, but then incur a charge (legitimate or otherwise) for another service - Service B, they will use money from the Service A prepay to cover the Service B charge. This causes you to get fewer than 24 months of Service A, because the prepay credit has been partially used up covering Service B. This makes it impossible for a client such as myself to keep track of what I owe, and when, and it gives me no control over what I am paying for. Even if a charge is not authorized by me, Liquid Web can pay themselves out of my prepay credit. I have no problem paying for fees that I legitimately owe, but if I spend thousands of dollars on a prepay for a certain service, I want it to be used for that service. Not for other fees that I may or may not have authorized. Additionally, Liquid Web raises the price of the prepaid service during the prepay period! In other words, they might collect a $120 from you for a 12 month prepay for a service that costs $10/month. They will then increase the price of the service to $11/month, and your prepay will last for less than 12 months. In my opinion, this is a violation of the purpose of a prepay - which is to lock in a certain price. Liquid Web charges you these fees sometimes without warning, and claims there is nothing they can do to rectify the problem when you complain.

  

  Business response

  02/14/2022

  Liquid Web has processed refunds pertaining to the complainant's request. An explanation of each refund has been provided in the complainant's Billing ticket with Liquid Web. If there are any further questions, please respond to the Billing ticket and the Billing team will provide an update.

  Customer response

  02/18/2022

  
  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

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  LiquidWeb is hosting a website that is committing both fraud and libel against me. The website lists at least 4 fake email addresses that the website owner claims are mine (under my maiden name) and that I sent spam from them. I tried contacting the website owner, to ask him to delete the pages, but it has been over a week and he has not responded. I filled out an abuse complaint with LiquidWeb days ago and never received a response. I tried calling LiquidWeb's customer service line today wherein ** told me he could not help me and that the abuse line does not offer written follow up on complaints. I am writing to BBB to establish a written paper trail of my complaint. I want Liquid Web to remove my name and the fraudulent emails from their client's website which they are hosting.

  

  Business response

  01/13/2022

  We have reached out and forwarded this complaint to the customer. Unfortunately, if the customer refuses to remove the information, we are unable to take further steps without a court order.
  
  If the complainant obtains a court order, please provide a copy to *************************** referencing this BBB complaint number. Once received, Liquid Web can take further action.

  

  Business response

  02/28/2022

  The website in question is no longer active at this time.

  Customer response

  02/28/2022

  
  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,
  
  ***** ******

*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. ↩