ComplaintsforInMotion Hosting, Inc.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been with Inmotion Hosting for many years and have been very pleased. This year - things have changed and not so happy. My website needed some changes plus fix some of the items that no longer worked, such as The Wholesale Information Form no longer worked etc. I contacted Inmotion Hosting requesting the design team do the work. I waited for weeks for a response. I finally sent an email with the title "IS ANYONE THERE?' Stephanie contacted me and got things rolling. Recently, one of my customers contacted me and said "There are no videos in the Video Library - do I need to belong to a club?" I was perplexed and I went to the website - sure enough no videos in the Video Library. I contacted **** and his first response was: "It appears the last time that page was edited was on August 21st, 2017. The only thing that was added on that day was the title. Are you sure the page was populated?" Yes, I am sure it was populated back then. Not having any mental problems - it was definitely populated! I had an acquaintance extract the Video Library from a Back up that we performed around May 4th. Please see attachment with the date of the back up. I sent it to **** and he replied : "I do see that it looks like those videos were a part of your original Builder site prior to the redesign in Word Press". That is not correct - my original website did not have a Video Library section nor did it have Videos. Then he told me that I needed to pay $149.00 to get the videos up on the website. The $149.00 is not the issue - it is the principle. The videos were up and running and then suddenly they were down. I'm having difficulty communicating with ****. He doesn't seem to listen. I think Inmotion Hosting should put up the videos without charging me. They were up recently and then work was done and then they disappeared.

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/05/05) */ Hello, Thank you for reaching out to express your concerns. We were able to locate your account and found the record of your interaction with our Web Design Team. Upon investigation of the matter concerning your video page we were able to determine it was a functional part of your site previously. Considering your longstanding relationship with us we have had that portion of your site rebuilt at no cost to you. As of the end of day 5/3/2022 your site should be fully restored. Please let us know if you have any further questions or concerns. Thank you again for reaching out, we hope you have a great day. *********** Consumer Response /* (2000, 7, 2022/05/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction Date Charge Title Amount Description - Reason Why What I would like Product Title Sent to BBB Sent to FTC 10/8/15 Inmotionhosting.com XXX-XXXXXXX CA ****** Terrible slow servers had to migrate my business websites from inmotion because they kept going down. Full Refund Inmotion Hosting Inmotion Hosting 11/8/15 Inmotionhosting.com XXX-XXXXXXX CA ****** Full Refund Inmotion Hosting Inmotion Hosting

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/04/19) */ Hello, Thank you for reaching out to express your concerns. We were able to locate your account and find you had wished to cancel over the service you had recieved from us. This initial request was given to us on November 16, 2015. We had successfully closed out the account November 21, 2015 and issued your refund the next day (November 22, 2015) to the card ending in 0445 for the amount of 39.99USD. When refund's have been submitted, they typically take 1 to 3 business days to be reported by your financial institution. If you have not received your refund within the recommended wait time, then you may need to contact your financial institution. Since the posted date of November 21, 2015, your account has been disabled and no further transactions have been made. We have issued a full refund as stated earlier and no other refund could be given as there were no further services. Please let us know if you have any further questions or concerns. Thank you again for reaching out, we hope you have a great day. -Eddy S.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've had a problem with web hosting company in motion. I paid for privacy on my account and the company publicized my grandmothers and my mothers home address. I've since been attacked by web data communities like ********************. Publicizing private information on a developing business idea I had.

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/04/01) */ Hello, Thank you so much for reaching out to us. On 9 Mar 2017 you had open a discussion with us via our chat feature explaining the concerns you had today. As stated previously, your privacy addition was correctly put into place and was not showing any of your private info, this could be viewed via ********************* did require that the name be visible at the time of this contact, but it would not detail any personal information regarding addresses or phone numbers. It is also important to mention that there is never a reason for us to obtain or publish your private bank information, especially when it comes to domain registrations. Additionally, we do not sell customer data, you can see details in the link below. **************************************************************************** Your domain had expired on 06/06/18 and as a result, so did your domain privacy. If you are referencing this time between 06/06/2018 and 06/30/2018 as any privacy violation, we would not be liable as your privacy was not renewed and therefore not current. As of now, the domain in question is not active at all, and you can see below there is no ownership of any sort: **************************************** We are sympathetic to privacy violations, which is why we have made our best effort to keep your personal information hidden. Any sort of leak of this information -especially details regarding your financial institution would not caused by actions made by our company as proven in our chat transcripts and further information provided by ***********. Please let us know if you have any further inquiries on what we do to ensure our customer's privacy and we will be happy to explain. Thanks for being a customer with us, have a wonderful day. -*******

• Initial Complaint

  12/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I chatted with ** S, a rep at inmotion hosting on 12/15 about reducing my plan to the elite. He took care of the transaction for me and charged my card 159.99 and said it would take 2-24 hours for the change. Today, on 12/19, my site won't come up and I have an email from inmotion stating my account has been suspended for non-payment. This is unacceptable. They need to get their stuff together. If their reps don't know how to properly handle these situation to prevent this, then they need to offer some more training. If it's their system doing it automatically, then they need to upgrade. I've been having too many problems with their service for the last 2 years, from rude reps to unauthorized charges, to now erroneously suspending my account AFTER they received their payment. I'm so ready to find a new host.

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/23) */ Hello, Thank you for reaching out and letting us know of the concerns you have with your current service. We'd like to apologize for the confusion, your account was not suspended, the email sent out was unfortunately already queued to be sent before your interaction with our agent ** S. and had been pushed through despite the request to downgrade your service. The billing journey, which is a mostly automated process which works separately from the downgrade/upgrade system so occasionally errors can happen. But as a way to apologize for the confusion we would like to offer a free month of your current service. This has already been applied and you should see this reflected via your AMP. With this addition you should have plenty of time as we prepare for your downgrade. If do you do have further questions or concerns please don't hesitate to let us know. -**** S.

• Initial Complaint

  11/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My issue is with their billing and the unauthorized charging of my card. Firstly, in April 2021, they charged my card $17.99 + tax for lojministry.net, a domain I no longer wanted. The emails I received reminding me to pay the bill specifically stated that if I didn't pay, I would lose the domain. I ignored the emails because I no longer wanted the domain. Instead, they charged my card for it. When I called and asked why they did that when all their correspondence said I would simply lose the domain, they said they didn't know, but they couldn't refund my money because they don't give reimbursements. It didn't matter that they charged the card without my permission because yes, the account was set for manual renew, not auto renew. I let it go. Well, October 11, 2021 at 12:57am, I changed my other domain to manual renew. Yesterday, I received an email from inmotions stating they tried to charge my card and it failed (which is on them because the money is there and I verified with the bank the card is fine) and couldn't get the payment. Since my account is on manual pay, NOT AUTO, they had no business trying to AUTOMATICALLY charge my card. I've been trying all morning to discuss this, but their hold times for chat and phone are atrocious. I've gotten nowhere. They should not be allowed to charge people without permission and then say "oh, well, we don't give refunds, you'll just have to keep the subscription until it expires." Something needs to be done.

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/11/18) */ Hello, Thank you for reaching out about your concerns and problems regarding the billing of your account. We decided to review the account to see what might be causing this issue as the problem you're having isn't typical with our billing system. We reviewed the notes on your account and found that the domain lojministry.net had not been set to manual renewal prior to the renew of it April 22, 2021. As per our policy we do not allow for refunds of the domain, because the domain is being held by our sister company and if we were to refund for our customers, we would simply be unable to receive a refund ourselves. However, you are a 6 year customer with us, and we wish to keep you as a customer, so for this one time, we will waive the policy and be refunding the charge for the domain lojministry.net. That refund should reach you in 1 to 3 business days. We can see from your previous concerns that you would be worried about the status of your renewals coming up. We did wish to inform you, the only product set to manual renewal at this time is your Advanced G3 Dedicated Server. If you wanted something else within your account set to manual renewal then please review your AMP or contact us via phone, chat, or email so that this issue may not persist. Thank you again for bringing this to our attention, please don't hesitate to let us know if any further problems may persist.

*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. ↩