Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/08/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aug 9, 2026 I renewed a 6/m prepaid VPS plan from InMotion Hosting for $944.89.InMotion committed to hosting for the full term and to 24/7 support, which is advertised on their website.On September 3, 2026 early morning the database service on this server failed caused by their bug. 21 client websites went down. As of now, Sept 5, they remain offline.I submitted multiple tickets and follow-ups and received no substantive response and no resolution. I attempted the 24/7 live chat repeatedly and was disconnected every time without being connected to an agent. So I called a few times and still no resolution or substantial update or timeline. I then cancelled the service, within their money-back guarantee period to perform and emergency transfer out of the server to a live one. InMotion agreed verbally to three things:1. A refund of my prepaid term 2. A confirmation email documenting the cancellation 3. Seven days to migrate my data off the server None of these were honoured as stated. I received no cancellation confirmation email and no refund confirmation. Rather than providing the 7 day migration window they committed to, InMotion terminated my access immediately. Root access, WHM access and cPanel access have all been REMOVEDfiles and my clients' databases remain on InMotion's hardware and I have no means of retrieving them. This data is my property and my clients' property and includes business records belonging to third parties with no contract with InMotion.I have been an InMotion customer for 10 years and have referred multiple clients to them.I am seeking: immediate restoration of access or delivery of a complete backup of all files and databases; written confirmation that my data is preserved and will not be deleted; written confirmation of the refund amount and processing date; and a copy of the chat transcript or call recording in which the refund and 7 day migration window were agreed.

  Business Response

  Date: 09/17/2026

  Thank you for bringing this matter to our attention and allowing us the opportunity to clarify the resolution of Ms. REMOVEDaccount.
  
  We sincerely regret the initial frustration and inconvenience Ms. REMOVEDexperienced regarding her REMOVEDoutage, access permissions, and support response times. We deeply value her nearly decade-long relationship with InMotion Hosting and her past referrals.
  
  We are pleased to confirm that all items requested in her complaint have been successfully addressed and completed:
  
  Data Access & Migration: On September 9, 2026, full backup files and database archives were successfully retrieved and delivered to Ms. REMOVEDMs. REMOVEDconfirmed receipt of these files on September 9, 2026, stating: "I was able to eventually get help and the files. Thank you."
  
  Refund Issued: A full refund of $944.89 for the REMOVEDplan was successfully processed through REMOVEDback to the original form of payment.
  
  Written Confirmation: A refund and account cancellation confirmation email was issued directly to the primary email address on file (REMOVED).
  
  Because the full refund has been successfully processed and all server files and customer databases have been fully delivered, we consider this matter completely resolved. We appreciate Ms. REMOVED10 years as a customer and wish her business the very best moving forward.

• Initial Complaint

  Date:06/12/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2023, I purchased a 3-year shared hosting plan from InMotion Hosting with the expectation of reliable hosting and email services. Unfortunately, my experience has been the opposite.Since the beginning of my service, I have experienced ongoing issues including email deliverability problems, business emails being marked as spam, website security incidents, email account compromises, cPanel-related issues, and repeated service disruptions. I contacted customer support multiple times throughout my subscription, but the underlying problems were never adequately resolved.The final incident occurred on or around May 31, 2026, when the server hosting my account REMOVEDhad outage. My website and business email services were unavailable for approximately three days. During this time, I was unable to reliably communicate with clients or access essential business services. they later acknowledged the outage and posted a service notice regarding the server failure and failover REMOVEDa business owner, dependable email and website availability are critical. The extended outage, combined with the history of reliability and security issues, caused me to lose confidence in InMotion Hosting's ability to provide the service that was advertised. As a result, I was forced to migrate my websites and email services to another hosting at my own expense to avoid further business disruption.InMotion Hosting offered only service credits for the outage period. However, service credits are not a reasonable solution because I can no longer trust the platform to host my business operations. I purchased a multi-year plan based on promises of reliable service and a 99.9% uptime commitment, but my experience has been significantly below that expectation.I am requesting a full refund of my hosting plan due to the repeated service failures, extended outage, and the fact that I was forced to move to another provider in order to maintain business continuity.

  Customer Answer

  Date: 06/12/2026

  PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL PATEL 

  Business Response

  Date: 07/03/2026

  Hello REMOVED,
  
  Thank you for taking the time to share your concerns with us. We sincerely apologize for the disruption and frustration caused by the recent server outage that affected your hosting account. We understand how important uninterrupted access to your website and email is, and we recognize the impact that service interruptions can have on your business.
  
  We strive to provide reliable hosting services and are committed to maintaining our 99.9% uptime standard. We regret that your recent experience did not meet those expectations.
  
  After reviewing your account, we noted that your three-year hosting plan is approaching the end of its term, with approximately three months remaining. Because the service has been active and utilized for the majority of the subscription period, we are unable to approve a full refund of the original purchase.
  
  That said, we value your business and appreciate the opportunity to address your concerns. As a gesture of goodwill in recognition of the issues you experienced, we would like to offer a refund equivalent to one year of your hosting service, totaling $53.89.
  
  If you would like to accept this offer, please contact our Customer Success team, and they will be happy to process the refund as quickly as possible.
  
  We appreciate your feedback, as it helps us identify opportunities to improve both our service reliability and the overall customer experience. Thank you for giving us the opportunity to address your concerns.
  
  Sincerely,
  
  Customer Service Team

• Initial Complaint

  Date:06/09/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings,InMotion's built-in security system (Monarx) has repeatedly flagged, quarantined, and deleted a legitimate file that is part of my own business softwarecustom code that handles package-photo uploads my staff use all day at my mail center. It is not malware; it's a false positive.The file is deleted during business hours, stopping my package intake until I notice and manually re-upload it. This happened repeatedly, numerous times a day.I was extremely patient throughout this. I contacted support multiple times and was told it was "resolved" each time. REMOVEDsaid it was a confirmed false positive and would be whitelistedit was deleted again. Rep REMOVEDS said the same; I waited 20+ minutes, and it kept happening. REMOVEDMc said the file NAME triggered it, so I renamed it as instructedit was quarantined 23 more times after the rename.I gave InMotion every opportunity to fix this before giving up. I learned that on shared hosting InMotion cannot permanently whitelist the file themselves (control sits with Monarx), so there was never a real fix on the plan I paid for, yet I was repeatedly told it was handled.With no path to stop the deletions, I was forced to migrate my entire business to another hosta significant, time-consuming hassle I should never have had to take on. That migration is now done as of June 7, 2026, but only because InMotion's unresolved issue left me no choice, abandoning ~21 months of a prepaid 4-year term (paid through March 9, 2028).What I'm asking for: a prorated refund of the unused portionfrom June 7, 2026, through March 9, 2028 (approximately $134 of the $306.50 I paid). I was patient, I followed every instruction their staff gave me, and I only left because the problem was never genuinely resolved. I am not requesting a refund for time I usedonly the portion I can no longer use due to this unresolved issue. Thank you in advance.

  Business Response

  Date: 06/19/2026

  Hello REMOVED, 
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for the frustration you have experienced with your account and the services provided. Our goal is always to provide a seamless and positive experience for our customers, and we regret that we did not meet your expectations in this instance. 
  
  To ensure this matter is resolved to your satisfaction, we advise you to contact our REMOVEDdirectly. Please ask to speak with a Supervisor, who will be able to review your account details and arrange for a refund as requested. Our team is available to assist you and find a resolution that works for you via phone at REMOVED. email at REMOVEDor chat at REMOVED. 
  
  We are glad to have the opportunity to find a resolution with you and thank you for being a valued customer and for your patience as we work to make this right. 
  
  Sincerely,Customer Service Department 
  REMOVED

• Initial Complaint

  Date:05/22/2026

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have worked in the IT industry since 1990 and over the course of more than three decades I have dealt with countless web hosting companies. From my experience, with hosting companies like REMOVEDand REMOVED, they both consistently fell short of the level of professionalism and integrity I expected. This morning I experienced a serious ransomware related attack attempt against my website and immediately contacted technical support for assistance. That is when I had the absolute privilege of working with REMOVED, and I can say without hesitation that he is one of "the most capable" and "professional technical support specialists" I have encountered in many years. REMOVEDdid not treat my situation like a routine support ticket. He took ownership of the issue, worked with urgency, and demonstrated an exceptional level of technical expertise throughout the entire process. He helped me identify infected files, guided me through mitigating multiple security breaches, and ensured I understood every step being taken to protect my systems. Thanks to his assistance, I was able to install an anti malware solution that immediately detected infected files and helped prevent what could have become a catastrophic situation and causing me many painful hours of frustrations.REMOVED, thank you sincerely for your outstanding help, professionalism, and dedication. You made a lasting impression and your efforts absolutely deserve recognition.

• Initial Complaint

  Date:10/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My websites had been inactive and offline for some time due to a few past-due payments., I contacted InMotion Hosting because I wanted to pay and reactivate my websites. Their customer service informed me that if I upgraded my plan, my existing past-due balances would be automatically waived, and my sites would be restored.Relying on that representation, I completed the upgrade . The next day, , I discovered I still had six months of past-due charges on my account. I contacted REMOVEDmultiple times to address this discrepancy, but the representatives were dismissive and unwilling to help. I was repeatedly told conflicting information, and no one took responsibility for the original assurance that the upgrade would clear the past-due amounts.Why I believe this is unfair I made the upgrade specifically because I was told in writing/over the phone AND IN CHAT that past dues would be waived.After upgrading, the company reinstated or left in place six months of charges, contradicting what I was promised.Repeated attempts to resolve the issue have been met with uncooperative and unprofessional support.Impact My websites remained offline while I attempted to resolve this, harming my business/personal projects.I incurred unexpected charges I would not have accepted had I been told the truth.

  Business Response

  Date: 10/29/2025

  Hello REMOVED, 

  Thank you for allowing us the opportunity to review and address your concerns. We recognize the importance of transparency in billing matters and regret any confusion that may have arisen during your recent interactions with InMotion Hosting.
  
  Following a comprehensive review of the account history, our records indicate that the account experienced periods of suspension due to nonpayment. During these periods, InMotion Hosting extended multiple temporary unsuspensions and payment extensions in an effort to accommodate unexpected circumstances and assist with your plan changes. Additionally, multiple billing and suspension notifications were sent to the primary email address on record to ensure you were aware of the status of the account. Despite the outstanding balance, the account remained active from June through October 2025 to allow additional time for resolution and renewal.
  
  On October 8th, we explained that after an upgrade request was processed and paid for, the renewal date would be updated appropriately according to the renewal term. However, as the renewal date was June 19th, 2025, when a one-month term upgrade occurred for $55.49, the renewal date was only updated to July 19th, 2025.
  
  Additionally, our review confirms that no upgrade was processed on the existing subscription. Instead, a separate new subscription was created independently of the account. If this purchase was made outside of your REMOVEDPanel (AMP) in error, our REMOVEDwill be able to review and assist in reconciling the matter appropriately.
  
  We appreciate your patience and understanding while we clarify this issue. Should you wish to further discuss your account status or payment history, please contact our REMOVEDfor assistance.

  Best REMOVEDTeam

• Initial Complaint

  Date:10/09/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got Charged $115 on October 8, 2025. I received another Charge of $10 that same day October 8, 2025. Ive never heard of In Motion Hostings Nor did I purchase any subscription or service. I called the website customer service number and they said they didnt see a transaction of that amount that ended with my card information. Now Im forced to file a fraud report and the business InMotionHostings is no help at all. Their business made that charge and now they dont know anything ?? How is that possible.

  Business Response

  Date: 10/17/2025

  Dear REMOVED,
  
  We are writing to sincerely apologize for the inconvenience and frustration you experienced with the recent issue regarding the charges made to your credit card. We understand this has been a difficult situation, and we are truly sorry for the trouble it has caused.
  
  A REMOVEDSupervisor attempted to reach you at the phone number provided in your BBB post and left a detailed voicemail requesting you to contact us back. As we have not yet heard from you, we have proceeded with processing a full refund for both of the disputed charges.
  
  You should see these refunds reflected in your account within the next 2 to 5 business days.
  
  If you have any further questions or require additional assistance, please do not hesitate to contact our REMOVEDTeam. We are here to help and ensure your concerns are fully addressed.
  
  We apologize once again for any frustrations this has caused and appreciate your patience as we resolved this matter.
  
  Sincerely,
  
  REMOVEDTeam
  

  Customer Answer

  Date: 10/17/2025

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

• Initial Complaint

  Date:09/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched my hosting to this company and was pleased with the service overall. However, upon signing up I must have missed the part where I was told I would get only 2 hours of help. It was only when I physically switched my services over that I was told I have 45 minutes of the 2 hours left and I was surprised and also concerned since i rely heavily on the hosting company for guidance. Also, I specifically asked before signing up if my PHP for my sites will be updated. I just discovered they had not been after I switched my accounts over. This was important for security reasons. I understand its policy to issue a 2hour limit but I had nothing to go off of in anticipation for this. Lastly, I currently can not access one of my sites to update it and not sure why. I sent a couple of emails to the company detailing these items several days ago.

  Business Response

  Date: 10/09/2025

  Hello REMOVED,

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any inconvenience you may have experienced since migrating your hosting services to us.
  
  We have reviewed your account, including sales conversations and initial discussions with our Solutions Team. It was clarified during these interactions that the Solutions Team does not offer website development support. The REMOVEDrole involves responding to your inquiries while performing the migration of your website and cPanel from your previous host and executing the initial server setup to ensure a successful migration between hosting providers is facilitated. Additionally, our Customer Success Supervisor has reinforced the scope of our services.
  
  With your hosting package, you have access to our 24/7 support team that offers assistance with server management, including installing and enabling new REMOVEDversions, making them accessible through cPanel REMOVEDManager, adjusting settings, installing server-side caching applications, and troubleshooting via server logs.
  
  However, as advised in our Terms of Service, ensuring your website is updated and patched to comply with new REMOVEDstandards is the responsibility of the account owner. We can make new REMOVEDversions available on the server to assist you but, you are responsible for ensuring your website meets these standards before switching the REMOVEDversion in cPanel.
  
  Regarding your inquiry for time used, as you know, you were provided with a two-hour block for our assistance. The InMotion Solutions team spent 4 hours and 15 minutes assisting you but only 1 hour and 15 minutes were deducted from your 2-hour pool as we work to always help our customers.
  
  Our team followed up on your ticket regarding website access on Friday, October 3, 2025, and provided steps to correctly configure the REMOVEDas the nameservers appeared to be incorrectly configured. If youre still experiencing any access issues, please reply to the ticket with any additional details or other relevant information about the website youre unable to access and we will help resolve the matter as quickly and smoothly as possible. Alternatively you can directly connect with the team via live chat or phone call for assistance. 
  
  Ultimately, we are unable to upgrade your website code to be compatible with newer REMOVED8.x versions. We do offer a referral program for custom website support, and, if you prefer, we also have an in-house REMOVEDthat can provide a quote for a WordPress website after reviewing your specific needs.
  
  We value your business and are eager to resolve these issues, ensuring you experience the full value and savings of hosting with us. We are committed to your satisfaction and look forward to assisting you.
  
  Sincerely,

  InMotion Hosting Customer Service

• Initial Complaint

  Date:09/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When our business closed at the end of 2022, we canceled our business credit card. A new personal debit card was issued in Fall of 2023, but there should be no way that InMotion would have access to that. There are seven charges listed on our bank's records since August 2023. InMotion only has records of five of those charges. They also claimed that we had set up another domain and have been charging for that, but that domain doesn't exist and never has existed. There are also phone call records that are missing from their company's records. They claim they can only refund the most recent charge, even though they have a 90-day refund policy and there are two more charges that fall within that 90 days that they aren't refunding. I want a refund for all charges from 2023 onward, but they can't even tell me why the other two charges in the 90-day policy aren't being refunded.

  Business Response

  Date: 09/29/2025

  Hi REMOVED,
  
  Thank you for contacting InMotion Hosting. I understand you have concerns about our cancellation policy. I would be happy to answer any questions or concerns you have.
  First, I would like to apologize for the frustration encountered and clarify our refund policies. As you mentioned, we do have a 90-day money-back guarantee outlined in: REMOVED
  
  If you review the link above, the following is stated for the 90-day guarantee:
  All Shared Hosting and Hosting for WordPress plans come with a full 90-day money-back guarantee. The same applies to 6-month or longer subscription terms for VPS Hosting, UltraStack WordPress VPS, and Reseller Hosting plans. Hosting refunds are eligible within the first 90 days of purchase.
  
  This means that within the first 90 days of initial purchase, we offer a full refund. For existing customers, we offer REMOVEDfull refunds and 90-day pro-rated refunds for Shared and VPS hosting plans. Our add-on products such as domain registration and domain privacy are non-refundable as stated in our Domain Registration Terms of Service: REMOVED
  After reviewing your accounts REMOVED& IMH-414-REMOVED), we have refunded all eligible bill items after we were notified of cancellation.
  
  On 9/12/2025 you contacted us via chat to cancel services. We issued a full refund of $215.88 (IMH-414-1483986-7-R) for your hosting plan, and made an exception to refund domain privacy as well for $15.99 (IMH-414-1483986-6-R) for the domain REMOVED.
  
  We also made an exception of $15.99 for domain privacy for the domain REMOVED(IMH-414-REMOVED-5-R).
  
  Our payment processing system will always attempt the card we have on file. If the card number we have on file is linked to an existing bank account, it is up to your bank to approve or decline that payment. As we were not notified of cancellation prior to 9/12/2025, we have issued all refunds within our approved refund policy and made exceptions for domain privacy. 
  
  Please let us know if there is anything else we can assist with.
  InMotion Hosting Customer Service. 

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around September 2024, I renewed my subscription with a 3 year prepaid term, with the understanding that the amount paid and service provided would not change since it was prepaid for the entire period of time.On March 3, 2025 I received a bill via email that they charged to my credit card, without permission, for $25.50. I contacted them immediately through their support system and let them I was billed this amount in error, and it needed to be refunded.On April 23, 2025 I received another email that they charged me again. I logged back into their system and sent another support ticket about this, since they were now billing me for cPanel which was supposed to be included in my subscription.I then received a reply from REMOVEDat their business stating: "You are correct, it used to be free for up to 5 cPanels [...] "section 1.6 states - "COMPANY RESERVES THE RIGHT TO MODIFY, CHANGE, OR DISCONTINUE ANY ASPECT OF THE PRODUCTS, WEBSITES OR AGREEMENTS, INCLUDING WITHOUT LIMITATION PRICING AND/OR FEES, AT ANY TIME, WITH OR WITHOUT NOTICE."He refused to remove the additional charges, so I changed hosting companies and requested a refund for the remaining time on my account. After already changing hosting companies, I received a response from a different representative of: I want to sincerely apologize for the recent confusion regarding the cPanel pricing increase. [...] the cPanel cost is included in your VPS rate. I've updated your account to reflect a cPanel charge of $0.00.While I appreciate someone there escalating this and their acknowledgement they were in the wrong, it was too late. I had already moved to a different company so I requested a refund for the remaining time on my account REMOVEDdate, they have refused to reply to my last 4 messages attempting to resolve this. They are in breach of contract, and they need to refund me for the remaining time. I can provide case law precedent to back up my position (already sent to them).

  Business Response

  Date: 05/30/2025

  Thank you for bringing this to our attention. We want to let you know that your request for a complete refund, covering the unused portion of your prepaid hosting subscription, has been fully processed and approved.

  We sincerely regret the inconvenience and frustration you experienced due to the recent inaccuracies in your billing statements. We fully acknowledge that the prior charges specifically related to your cPanel license were made in error. While we did attempt to correct these discrepancies, we understand that our efforts did not meet your expectations for promptness and resolution. Consequently, we recognize and respect your decision to transition your hosting services to another provider.

  In light of this situation, we have initiated a full refund for the entirety of the remaining term of your prepaid hosting subscription. You can expect to see the credited amount reflected in your original payment account within the next 5 to 7 business days. The exact timing may vary slightly depending on your financial institution's processing procedures.
  

  Please accept our sincerest apologies for any disruption, confusion, and overall negative experience this situation may have caused you. We value your past business and are truly sorry that we were unable to maintain your satisfaction on this occasion. We are taking internal steps to review our billing processes and ensure that similar errors are prevented in the future.
  

  We wish you the best in your future endeavors and with your new hosting provider. Should you have any further questions or concerns, please do not hesitate to contact us, and we will do our best to assist you.

  
  Sincerely,
  InMotion Hosting Customer Service

  Customer Answer

  Date: 05/31/2025

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

• Initial Complaint

  Date:12/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  REMOVEDSubject:REMOVEDComplaint Regarding Unauthorized Credit Card Charge by InMotion Hosting I am submitting this complaint regarding an unauthorized credit card charge by InMotion Hosting, despite my prior cancellation of their services and assurances that my financial information had been removed from their system. On December 27th, 2024, I received confirmation from InMotion Hostings representative (REMOVEDAL) that my account was canceled, my credit card information was removed, and my hosting plan had been suspended. The representative stated: > The hosting plan has been canceled out and suspended at this time. I have also removed the credit card on file so there is no card on file anymore. I considered the matter resolved. However, on December 30th, 2024, my credit card company informed me that InMotion Hosting had charged my card $27.99. This charge was unauthorized, as: 1. My account had already been canceled. 2. My subscriptions were deleted. 3. I was assured that my credit card information had been removed from the system. Furthermore, I received an email from REMOVEDclaiming: > Per your request, a refund has been issued in the amount of $27.99 USD on the credit card ending in REMOVED. I never made any such payment or refund request. This charge was made unilaterally by InMotion Hosting after my account was closed and my financial information was supposed to have been deleted. I am requesting the BBBs assistance in resolving the following issues with InMotion Hosting: 1. A detailed explanation of why and how this charge occurred after my account was cancelled and my credit card information was supposedly removed. 2. Assurance that no further charges will be made to my credit card. 3. Confirmation that my financial information has been permanently and securely removed from InMotion Hostings system. I appreciate the BBBs assistance in holding InMotion Hosting accountable for their actions.

  Business Response

  Date: 01/06/2025

  Hello REMOVED,
  

  Thank you for contacting us, and we look forward to assisting you.  After review of your account and our payment processing system, the last charge that occurred on your account was on December 3, 2024 for $45.49 to a REMOVEDending in 9019.  This charge was posted on December 3, 2024 and settled on December 5, 2024.  After your contact with us on Saturday, December 28, 2024 (8:29:23 AM ET) our team member canceled your account as requested, including removing the credit card on file ending in 9019.

  
  Unfortunately, it was not communicated with you during this chat that your account was being reviewed by our REMOVEDteam for a potential refund.  This is automatically processed for every cancellation that is initiated on behalf of a customer.  As you were within the refund window for your hosting plan cancellation, on December 30, 2024 a refund for $27.99 was issued back to the card the charge originated from.  Removing your credit card from your account on December 28, 2024 ensured no further charges could take place, but a refund was still able to be processed as the reversal went directly to our payment processor.
  At this time your account is fully closed, and you will receive no further billing. Again, we apologize for the confusion or any inconvenience caused.

  Best Regards

  InMotion Hosting REMOVED