ComplaintsforNitrado USA

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On September 6th I purchased a server rental from the online gaming company Nitrado and it was broken and non functional. I’ve rented from them for 7-8 years so I know for a fact it was broken and that they would take multiple days to reply to a support email and even then there would be a huge chance that server never works or always has issues. I had just gone through it a few months ago and nothing we did fixed it so I eventually just dropped the server and lost a bunch of gameplays. So instead of waiting possible days for a fix I submitted a refund request as allowed by them within 14 days for any reasons and purchased another server instead. The second server worked just fine immediately so I don’t need that first non working server and they only replied with saying they turned the server back on and it’s running. That’s not what I asked for I asked for a refund as I’m entitled to. They then proceeded to only reply once more until I was outside the 14 day period and told me sorry it’s your fault you’re not allowed a refund now it’s too late. I emailed back and forth and made multiple support tickets and they refuse to refund me and are only offering me time added to my other servers which I do not want. I want my $66 back I spent on something broken and rightfully requested a refund for please if you could help me. The account is under my other email p.kurzawski@yahoo.com for gaming with my partner if you need me to ask him anything but I paid with my debit card that’s on it

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Company is knowingly falsely advertising the latency they are able to provide when renting a server. The advertised ping is ~17. However, the minimum amount of ping I actually receive is ~81. I live in the same state as the server that is being provided, however, the ping I am getting is reflective of an out of state and often times, out of country server. After reaching out to customer service, they assigned my server a new IP address, however the same latency issues persisted, and I was informed that I can no longer receive a refund because they modified the server IP address that didn't even fix the issue...........

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Back in July, we decided to no longer continue playing and cancelled future payments to the server, all of a sudden today I was charged. Ali A******** called me a liar basically, and refused refund since it costs money to keep a server running, from the time I got the email to contacting support was 1 hour and 3 minutes which does not constitute the 10 dollars. We pay for future service not past service, so the logic of his statement makes absolutely no sense.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been paying for a service for close to 12 months, renting a game server that was intended as a place for me and friends to have a private server to play on. It was active for all of the first 2 months and has since been inactive and when contacted about the issue they did nothing to fix it and when I requested a refund they said they won't refund service charges. What service? In 10-12 months of renting the server, it was playable for maybe the first 2 months and then became unplayable, it doesn't even appear on server lists in game to sign in yet I've been charged all the while for a NON-EXISTANT service.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Cancelling a server with this website is what looks to be impossible or extremely difficult and I find it to be borderline a scam. Most website will give you an easy "cancel" option, this website has multiple links to get you to the "guide" of how to cancel, which never leads to an actual cancellation button, but the furthest you can go is to "submit a ticket" and they basically tell you to just say "I wish to cancel my server" so I did just that. E-mail of me doing that is attached. Well turns out that was not the end of it, they end up following up with an e-mail telling you to click on yet ANOTHER guide on their website of how to get to this "cancellation" and I just noticed this today, but once again this guide does NOT lead you to an actual cancellation option, it just leads you to "disabling automatic payments". Submitting a ticket to their support team was not how you cancel and they made it seem like that's how you cancel. Their cancellation guide ends with "submit a ticket telling us to cancel" but that's not how they cancel at all. Submitting that ticket didn't do anything. Now they have renewed my server and apparently they do not offer refunds. I have gone online and disabled automatic payments, but please note there is no cancel option. I cannot remove my card from their database, I cannot delete my account, I can't anything. I just have to "disable automatic payments" that's what they call cancellation.... This feels like a scam, feels like fraud, why don't they just add a simple cancel option like every other website, why do you have to go through forums of "instructions" just to get out of your agreement with them. I feel so strongly wronged, I need the better business bureu to help me, please help me. It was not a lot of money, but this should not be allowed. It's like the exit is so heavily buried and I still haven't found it, this should not be legal. They need to pay for this. They need to be held accountable for this.

• Initial Complaint

  01/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Nitrado does not deliver on their product. The web interface to interact with the server space you buy is down 4 times a week. Do not buy game hosting server space from them.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I rent game servers from Nitrado and for the past 3-5 days maybe longer they have not been working. I have reached out with 3 tickets to their support team with no response to any of them. They keep counting down the days left on my "subscription" but nobody including myself can access these servers.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Nitrado has repeatedly stolen from me and there is no recourse. I just purchased two copies of a game at 50$ a piece because Nitrado advertised cross platforming capabilities. They were unable to start the server, unwilling to respond, and refuse a refund. Nitrado is a scam, not able to perform the task advertised or sold. Someone please help.

  Business response

  12/27/2023

   

  We received 2 tickets from the customer 1 on December 08 and another one on December 26, in both tickets we request the information as which server is the one not working to be able to help, and we have no answer to none of the tickets, we wish to help in this regard, we are checking the 3 servers in his account to see what happened, if customer wishes to continue with a refund, just needs to let us know which one, as he mentions one server is having issues, but it is not clear which one, or if this needs to be done on both.

   

  Both ticket numbers are checked and waiting for an answer, this can be checked in his email, or in our Web, in the ***********.

  #******

  #******

   

  Thank you for your kind understanding.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  As the release of the new Ark early access, Nitrado decided to monopolize the server market. Being the only company server hosting for the new Ark Survival evolved. As a fan of Ark, it did not bother me that much. I purchased a server hosting for 1 month and turned off any recurring charges. I spent 1-2 hours in the game and just wasn't feeling it. I knew I turned off any automatic payments, so I decided to just leave it. I paid for the one month I wanted, and that's all I needed. Recently, I was charged again, 6 weeks later. I go back into the dashboard to check and Auto Payment was turned back on. I contacted support, and they said no refunds after 14 days of the very first purchase. Not only did Dennis S****** basically call me a liar, but I won't be able to get $32.29 back for absolutely no reason. Greedy company. I hope one day these crooks will be convicted.

  Business response

  12/06/2023

  Hello dear customer:

  Here's a link to our terms and conditions, which you agree upon purchasing our services:

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

  And here's an extract of our refund policy, which you can find in the section 9:

  "You are automatically opted-in to renew your Order at the expiration of the Pre-Paid Period; the payment method you have on file will be charged. Failure to opt-out will result in automatic renewal based upon the Terms herein, and you will not be entitled to a refund for failure to timely opt-out of renewal."

  When purchasing a service, you can choose between "Auto-renew" and "Pre-paid" before the final step, such option is fully accessible and visible in the webpage. Additionally, you can always opt out of the automatic extension at any time. We are sorry for the inconveniences caused, and we do appreciate your understanding in this matter.

  Sincerely,

  The Nitrado Team.

   

  Customer response

  12/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I opted out of any automatic payments prior to your system billing me. In fact, I opted out the same day I registered for a server. I used your server for not even a full day. 

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

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I attempted to rent a server from Nitrado. It did not work. In a matter of about 10 hours I spent the day trying what I could to try to make it work. The company has no phone number so you have to rely on a chat that takes hours before you get a response. I even tried to adjust the server slot settings to see if the lower bandwidth requirement would help. Their system allowed me to make the change and after charging money told me the server would not work with the lower slot settings. I then tried to undo the change only to find out this apparently cost over $20 in fees. after the 10 hours of trying to make the server work, even with the chat help, it did not. I requested a full refunds of my money. They still refuse to refund the fees.

*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. ↩