ComplaintsforWeb Hosting Canada

• Initial Complaint

  15/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, I previously transferred the domain hosting *****************   to **** ******* **************************** * and been trying for 6 months to try and transfer or redirect it to my main web site at ******* ******************* and not to the website I have with them. They apparently refuse (?) as they do not respond. What can I do ? Much appreciated...*** *******

  Customer response

  28/08/2023

  After 6 months and numerous requests to simply redirect my domain to another of my sites. The **** *******.com business immediately transferred my domain that they are hosting, apparently due to your inquiry. This case can be considered closed. I believe it was just not worth their time....until now. My dot com hosting we could do ourselves but not the dot ca for some reason.

  Thank you again.

• Initial Complaint

  19/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid for an E-commerce website builder and 3 years of hosting fees May 9, 2023. A WHC tech spent over 45 minutes on the phone with me checking my old e-commerce website to ensure I purchase the RIGHT plan. He transferred my domain after getting paid and the next morning I realized many design functions didn't work. Many phone calls (agents often hung up instead of answering the issue). Within a couple days I realized there isn't even E-commerce functions coded into the ******** builder they sold me. Emails also claiming it works when even **** admitted it is NOT an e-commerce site. Now I was informed on Facebook for the world to read that I am a disrespectful customer for insisting I receive the product/services I paid for. I have attached many emails where WHC claims my product is an E-commerce and emails showing screenshots of issues I was never discussing instead claiming there is NO ISSUE - it amounts to these agents pretending to not understand English but they certainly speak it well. ********* from the communications department called me with concern that I was being treated like nobody after WHC took my money, did NOT provide the product I paid for, and agents were hanging up stating they "don't understand or speak English". Attached are emails showing they are pretending I am an unhappy customer all the while knowing they sold me garbage software. Emails show them trying to force me to pay twice as much more money for another E-commerce builder BUT refuse to prove it even has E-commerce functions or will I be paying 3 times for useless software not even programmed to function as the product it was sold as. This company also changed my nameserver WITHOUT my consent or knowledge (an email advised me and WHC is pretending I requested it) Please show me the email or phone call requesting this - ZERO reply. This company needs to have their license revoked if they are going to **** customers and then humiliate the customer with lies.

  Business response

  02/06/2023

  At WHC, we value our customers and we aim to build long-term relationships that are based on trust and mutual respect with them. We also strive to provide accurate information and assist our customers effectively as best as we can. Upon careful examination of the extensive number of communications we had with ****** over phone, chat and through tickets, this is our account of what happened: The initial interaction was on February 10 2023 and from the start, the client displayed disrespectful and malicious behavior towards our customer care agent in both tone and language. This client contacted us again on May 10 2023 and ended up purchasing web hosting for 3 years, which includes ******** for free, a basic website builder. Over the next few days, there was a total of 24 interactions with this client and due to the client's abusive conduct, including screaming and imitating support agents on the phone, or threatening and belittling them. This was escalated to supervisors and managers who ended up receiving the same treatment. It’s important to note that we offered a full refund multiple times to the client, and the client refused each and every time. The client also declined our suggestion to upgrade to a solution better suited to her needs, further complicating the situation. We regret any confusion around the functionalities of the ******** website builder that may have arose in this particular case. We want to emphasize the importance of respect in all our communications and WHC will always maintain a zero-tolerance policy towards disrespectful, denigrating, or belittling behavior. This is how we create a safe and respectful work environment for our team and our clients. We remain committed to resolving the client's concerns. However, we expect all communications to be conducted in a respectful manner. Our offer for a full refund stands.

• Initial Complaint

  22/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been experiencing issues with technical support with WHC for several weeks. Rather than address the unresolved issues in the tickets (there are 3 of them) they just keep responding(different people each time) that the issue is resolved and closing the ticket. Sometimes the ticket went without ANY response for several days at a time. When I try to follow up with the ticket - I just get the same response that the issue is resolved or some completely unrelated response to a completely different issue. I have repeatedly requested that the tickets be escalated to a manager - but that never happened - the ticket just gets responded to by an agent again stating that the issue has been resolved(it has not - as can clearly be viewed in the ticket history). These tickets, now remaining outstanding for several weeks have become urgent and need to be resolved - not just repeatedly ignored and "brushed off" by the support. I have repeatedly called to get the issues addressed - but am repeatedly disconnected by the support agent that answers the phone. When I offer to chat(online) with them to get the issues resolved - they completely ignore those messages and just revert to the previous messages stating the issue is resolved and then threaten that this will be their last response and they will close the ticket.

  Business response

  14/03/2023

  This situation is now resolved on our end, and the client has spoken to many managers, including myself.
  
  There are a important things to clarify regarding this case.
  
  1. As many as 71 tickets were created in a very short period of time. That was caused by the fact that the client, wanting to reply to a ticket, would create a new ticket instead. Even one every minute. This had a major impact on our system. 2. The system usually considers this type of spam are coming from a bot and a possible attempted attack on our system. 3. As soon as the issue arised, we tried calling the client numerous times to clarify the situation and better assist them. Sadly, those calls were unanswered. It’s important to have a valid phone number or a point person.
  
  Finally, we were able to communicate with the client and this issue is resolved on our end. We're awaiting confirmation after many emails were sent asking them if everything was working smoothly on their end. We dedicated time and efforts to find the best way to explain exactly what happened, what the cause was and how to fix it. Part of the issue was not possible for us to fix on our side, but rather needed the previous host to be contacted. The client purchased some more services from WHC. So that must be a good sign.  :)
  

• Initial Complaint

  26/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  WHC acquired *********.com, a business to which we have handled our domains through for 20 years. WHC's billing system, upon acquisition of *********, attempted to bill us well over what it should have been. It took two days, and our CEO taking time out of their day, to get WHC to look into the issue. WHC also quoted (they claim, in error) $10.99, in writing, for renewal. They then attempted to evade responsibility for their error. They have been quite stubborn and do not seem to understand that we are a television company that takes this sort of behaviour very seriously. We also have a chat transcript where a CSR, '*****', committed to the $10.99 in writing. We are not responsible for their mistake. We are simply asking that WHC apply a $9.99 credit to this account for the time wasted over their billing system. They have been uncooperative (despite having been a ********* client for 20 years) and this *** complaint is the last effort we will make to resolve this before litigation (grandfathered from ********* hosting issues) . We will be satisfied if WHC provides a single $9.99 credit for this year. They are more than welcome to begin charging $19.99 upon renewal. We will not pursue any action against WHC if they resolve this situation. We have made an extremely reasonable request. Given the length of our history with *********, and given we are one of the largest production companies in Canada, we should be accorded basic respect and would like to see it demonstrated. The excuses and behaviour we have seen from WHC over such a small issue is unprofessional and must be rectified.

  Business response

  02/08/2022

  **** is right, we made an error, and we have reached out to him in order to rectify the situation, including giving him credit on his account. We hope he will give us a chance to redeem ourselves, and provide better service to him now and in the future as we value his business and loyalty.

  Customer response

  02/08/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  27/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Two days ago the company changed my DNS server for 23 domains i have registered with the company. They changed fro *********** to parking ********. Every since then my domains have been down and reporting incorrect information. I was told this change was due to internal changes to servers. i have been trying to get my domains fix but so far i am unable to either transfer them to another company to fix them or have WHC fix the problem. my domains in-question right now are ********************* ********************** **********g and **************** the domains are reporting (from ************** -Searching for ********************* MX record at **************** [************] ...took 154 ms REFUSED I have tried to get an answer as to why after the changes were made these errors are happening and i am not getting a response. The last tech says it take time to replicate but MX records are instantly, as long as the correct DNS information is registered with the new server. I believe this is the problem; WHC did not updated the new servers with my domain information and two days laters nothing still works.

  Business response

  16/06/2022

  It seems we completely dropped the ball with ***** here. We should've communicated any changes before they were made and we sincerely apologize for the confusion and frustrations we caused. We are trying to get a hold of him to come up with a resolution but have been unsuccessful so far.

  Customer response

  17/06/2022

  
  Better Business Bureau:
  
  I have been in contact with ****** **** from the company.  We spoke many times and he was able to explain in great detail what happened regarding my matter.  He explained that the company takes full responsibility for the mistake and we discussed what measurers the company is taking to prevent this from happening again.  I thanked my **** for his honesty and efforts in detailing what happened.  We parted amicably and look forward to doing business again in the future.

  I am satisfied with the company's response and no further action is required.

  ***** ******

• Initial Complaint

  21/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a client of Web Hosting Canada since 2019 and have multiple websites and emails through their services, meaning I have spent thousands of dollars with this company. On Wednesday, May 18, the company notified all clients that they were going into "scheduled maintenance." This maintenance period broke my website ***********, which is now unavailable to access to all visitors. I logged a support ticket on May 19 with the company but it is now May 21 and the issue is still not resolved. I have spoken to multiple agents via phone, email, and live chat, a supervisor named ****** *., and have even emailed both the owner **** ****** and director of customer experience, ******* ******, multiple times, and am now being ignored by the company. The company has not fixed my website and is now ignoring any of my support tickets and escalation emails. Not only has this directly impacted my ability to make money (this is my job), but the company is now not fixing the issue, preventing me from going to a different hosting company. I need your assistance in getting the management and ownership to fix my website and allow me to take my services elsewhere, as I have asked them multiple times to no response. Attached as documents are my email communication with the business showing their repeated failure to address my concerns, as well as the emails sent to management that have not been responded to.

  Business response

  26/05/2022

  *****'s issues were finally completely resolved by the support and sales teams. We sincerely apologized to him for the initial lack of response. To make matters worse he reached out to our CEO and CX Managers who were both away on vacation and unable to respond to his messages. :( We look forward to building a better relationship with ***** in the future.

• Initial Complaint

  15/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I use WHC (Web Hosting Canada) web hosting services. I got my services suspended them sayign that it is because I didn't paid, I sent them proof of payment, and they took like another few hours before they reisntated the service. No note with an excuse. That happen the first time about a month before. Because my website is connected to my email service form Google Work, I couldm't receive emails from my potential clients for aobut 24 hours each time; in average I sell 1-5 clients per day, each client in average spends $5000 in our services. That was a huge loss related to a company hwich is totally incompetent in what they do, and most especially, with their cusotmer service. they offered me a credit but I do not want a credit because I decided to leave their cmpany after what happened, therefore we migrated our website to another company. I don't want anythign to do with WHC, it has ben the worst experience of my life wiht a company. I do not want their credits, i want my money back. I asked for a refun a bit over a month after paying for the annual web hosting service, and because I did that like a week past the refund policy, they don't want to give me my money back. I don't want anythign other than my money back. Many thanks!

  Business response

  04/04/2022

  We fully refunded **** for his services, and are very sad to see him go.
  Unfortunately, when **** had originally put in a request to cancel services back in December, he had changed his mind, and our team had to manually reinstate his web hosting and produce a new invoice. The due date of his services was not updated to reflect this new invoice timing, which caused his account to become overdue prematurely, as his new payment was technically late according to our system. This was an oversight on our part, which we are truly apologetic for.
  We wish **** all the best for his future success and hope one day he may return his web hosting services to us!
  
  

  Customer response

  05/04/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to ********* ** ********, 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. ↩