ComplaintsforGreenGeeks, LLC

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I decided to cancel my webhosting service with GreenGeeks but could not find a cancellation option on their web interface. Instead I had to write to them to get a link to cancel my service. I filled out the form on March 7 and hit submit and the form simply disappeared. Others have noted this same highly suspicious occurrence. On or about March 16 I received a notice from GreenGeeks that I was being charged for a renewal. I accessed their chat feature and was told by their representative that I cancelled my service but then rescinded the cancellation. This is false and highly deceptive. During that chat I told their representative 3 times that I wanted to cancel my service and have nothing to do with GreenGeeks ever again in light of their unfair business practices. I have exchanged emails with their representatives who confirmed that I cancelled my service on March 7, well in advance of their required 5 days notice to cancel before renewal. They claim my cancellation was incomplete which is incomprehensible since my intention to cancel their service was ******* clear, confirmed by them and repeated. They continue to insist they will charge me for services that they are not providing (I moved my website to another host on March 8 that they can easily confirm). I have asked them to cease and desist from claiming I owe them any money.

  Business response

  04/01/2024

  Hello,Thank you for reaching out and sharing your concerns with us through the Better Business Bureau.
  We always strive to ensure a smooth and transparent process for all our services, including account management and cancellations. Hearing about your experience is concerning, and we take these matters seriously.We are committed to understanding and resolving any issues our customers face. While we have processes in place intended to make service cancellations clear and straightforward, your feedback suggests there may be opportunities for us to improve and ensure that our processes are as user-friendly as possible.
  Were pleased to note that the matter regarding the chargeback has been resolved, and a refund has been processed accordingly.
  At GreenGeeks, we are continually working to enhance our processes and customer experience. Feedback like yours is invaluable as it helps us to identify areas where we can improve, particularly in making our services more accessible and user-friendly.While this specific case has been technically resolved, we remain dedicated to ensuring that all our customers receive the support and assistance they need, with transparency and efficiency at the core of our interactions.
  Should you have any further questions or need additional support, we encourage you to reach out to us directly. Our team is here to help.
  Thank you once again for your feedback.

  Best regards,
  Customer Success Team
  **********************

• Initial Complaint

  12/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is about a payment taken off my card on December 7th for a subscription renewal for a hosting service (GreenGeeks) that I have not been using for more than six months due to poor performance. On November 27th, I contacted their customer service letting them know that I did not want the service to be renewed. They wrote back with a link to an online form to complete the cancellation process. I filled in the form and hit submit, but it looked like the form just disappeared and there was no confirmation either on the page or in my mail. I tried again several times with the same outcome, so I wrote back to their customer service and let them know that the form didn't seem to be going through. After that, I did not hear back from them and assumed it was taken care of. Yesterday, I discovered that they had charged my account anyway ******* USD) for a whole year of hosting I will not be using and a service that I had attempted to cancel in good faith. Since I am used to European laws in these matters (where all purchases can be undone within 14 days of purchasing), I was not too worried and contacted customer service to request a refund. However, they say that they will not be making any refunds because I failed to correctly fill in the form. Is this legal despite there being a whole correspondence in which GreenGeeks confirms that they know that I want to cancel the renewal? And despite me filling in the form several times without it going through? Even communicating about that? This correspondence was within the time allotted to cancel a renewal per GreenGeek's cancellation policy.

  Business response

  02/27/2024

  We at GreenGeeks deeply value the feedback and satisfaction of all our customers. I would like to personally address the concerns raised by ***** regarding her subscription renewal and the challenges encountered during the cancellation process.
  
  Firstly,I want to extend our sincerest apologies for any inconvenience and frustration that ***** experienced. After thoroughly reviewing the situation, including all attempts to cancel the subscription and the technical difficulties encountered with our cancellation form, we acknowledged the challenges experienced in the cancellation process.
  
  As a gesture of our commitment to fairness, customer satisfaction, and good faith,we processed the refund of $186.45 on December 18th, 2023.  We understand the importance of a straightforward and reliable cancellation process and regret that this was not *****'s experience.
  
  In response to this incident, we are taking significant steps to ensure our cancellation process is more user-friendly. These improvements are part of our broader initiative to continually enhance our customer support and service quality. GreenGeeks is dedicated to learning from every customer interaction. We believe in transparency, accountability, and constantly improving our services based on customer feedback. *****'s experience has been invaluable in highlighting areas for our improvement, and we are grateful for the opportunity to address and rectify the situation.
  
  We hope this resolution satisfies ***** and is a testament to our dedication to our customers. Should any further questions or additional assistance be needed,we encourage direct contact with our customer success team, who are more than willing to help.
  
  Thank you for bringing this matter to our attention, and once again, we apologize for any inconvenience caused.
  
  Sincerely,
  *********************
  Head of Customer Success **********************

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've tried to cancel a subscription for internet hosting for years now with GreenGeeks. I thought I had finally cancelled my subscription last year but I received a bill again this October on my card. I'm incredibly frustrated as I don't receive emails from them, I've shut down the site and associated accounts with them. I always wait forever to get a representative who assures me that it is taken care of then I receive another bill next year. I've been charged over $500 in subscriptions I do not want. Most recently I was charged $203.40 on October 9th. I haven't been able to get a refund from GreenGeeks.

  Business response

  02/28/2024

  We at GreenGeeks deeply value the feedback and satisfaction of all our customers.
  I would like to personally address the concerns raised by the client regarding his subscription renewal and the challenges encountered during the cancellation process.
  Firstly, I want to extend our sincerest apologies for any inconvenience and frustration experienced.
  Upon reviewing your account and the details of your complaint, we have confirmed that the subscription in question has now been canceled. We strive to make our cancellation process as straightforward as possible, which includes adherence to our Terms of Service that require cancellation requests to be submitted at least 5 business days prior to the renewal date.
  As per our Terms of Service and in line with our billing policies, we were unable to issue a refund once an invoice has been processed. This policy is in place to ensure fairness and consistency for all our customers. We understand this may not be the answer you hoped for, and we regret any disappointment this may cause.
  Regarding resolving your billing concern, we acknowledge that the matter has been settled to your satisfaction. While we typically manage refunds and billing inquiries directly through our customer service channels, we respect the outcome in this instance and are pleased that a resolution was reached.
  We want to assure you that we have taken this situation seriously and have used it as an opportunity to review and improve our internal processes. Our aim is to prevent similar situations from occurring in the future by enhancing our communication, billing, and cancellation procedures. We are committed to ensuring that our policies are transparent and easily navigable for all our customers.
  We appreciate your understanding and patience as we worked through this matter. We value your feedback and are dedicated to improving our services for all our customers.
  Sincerely,
  Customer Success Team
  ********************** Web Hosting

  Customer response

  03/04/2024

   
  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

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 3 years of hosting understanding that I was buying an 'unlimited plan'. I understand your 'policy explanation' about what unlimited means, that it doesn't actually mean unlimited, but that is misleading and probably illegal. You have ambiguous language in your policy (no excessive media files). I had many media files on my website already on ************ platform when I payed for 3 years of your service. Then after less than a year of service you complain about me having too many media files and suspend my service.

  Business response

  03/01/2024

  We at GreenGeeks appreciate your feedback and the opportunity to address the concerns you've shared regarding your experience.I understand that our previous communications may have left some questions regarding our "unlimited" hosting services. I appreciate this opportunity to clarify the information.
  At GreenGeeks, when we say "unlimited hosting," we aim to provide our customers with the resources needed for normal website operation without the worry of hitting arbitrary limits. This includes disk space, bandwidth, and similar resources essential for your website's day-to-day activities.More info here: ************************************************************************************************
  However, every server, no matter how robust, has physical limits. This reality means we must balance offering generous resources to our customers with maintaining the server's health and performance for everyone. Excessive use of resources, such as disk space for media files or emails, can impact this balance, affecting not just one account but all users on the same server.Our goal is to preemptively address potential issues that could lead to server degradation. This is why we may reach out if we notice excessive usage, not to penalize our customers, but to find solutions that ensure the best performance for all.
  We're committed to transparency and support at every step. If there are specific aspects of your account you'd like to discuss or if you have any questions about our policies and how they apply to your situation, please don't hesitate to reach out.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a website domain. All I needed was the domain to remain in my name, dormant. I paid for three years. A year of maintaining a domain should run less than $15. I have about a dozen domains. Thirty days before it was to expire they send me a notice that they were going to bill me about $450 for hosting a website. It took several emails, and me launching multiple tickets, for them to understand that I do not have a website, and do not need anything more then the yearly maintenance fee to keep ownership of the domain. They then understood and agreed. At that point they said it will only be $17.95. A few days later they deducted from my account $440 plus the $17.95! I contacted them again and they stated I did not notify them I wanted my service changed more than 30 days in advance, pursuant to the contract. So I had to start all over explaining to someone new that I never asked for the service, I dont have a website and would have never asked for the service. There is no way for them to supply the service since there is no website to host. Reading the reviews for this company make me sick. I will start checking BBB ratings more before buying anything.

  Business response

  02/29/2024

  We at GreenGeeks deeply value the feedback and satisfaction of all our customers.
  After a comprehensive review of your case, I would like to personally address and clarify the situation regarding your domain and the associated charges.
  First and foremost, I extend our sincerest apologies for the misunderstanding and any confusion, inconvenience, and frustration this situation may have caused you. It appears there was a miscommunication regarding the services purchased. As a web hosting company, we provide hosting services that include a domain name for the 1st year. During renewal, clients need to renew both their hosting services and domain names, which is where the confusion arose.
  Upon further investigation, we acknowledge that the matter has been settled to your satisfaction. This outcome, while resolving the immediate billing concern, is not the experience we want for any of our customers. We are committed to ensuring that all our communications are clear and that our customers have a solid understanding of the services they are receiving and their respective costs.
  To prevent such situations in the future, we are taking proactive steps to review and enhance our communication processes and improving our customer service team's training.
  Please rest assured that we are dedicated to improving our service and support, ensuring clarity and transparency in all our customer interactions. Should you have any further questions or require additional assistance, please do not hesitate to reach out directly to [Direct Contact Information].
  Again, we apologize for any impact this may have had on you. We value your feedback and are committed to using it as a catalyst for improvement across our services.
  Sincerely,
  **********
  Head of Customer Success
  ********************** Web Hosting

   

• Initial Complaint

  03/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was a member of GreenGeeks affiliate partnership program for over 3 years. Promoting their hosting services with all our heart, not thinking twice that a company in existence for over 15 years can keep an affiliate's commission.As long as the sales were below 10, I got paid on time and yes that was good enough to trust the Company will make right decision in any situation.So me and my team decided to double down on our advertising efforts and budgets to upgrade our sales numbers.As soon as sales came in higher numbers, the very first month we got an email of "Account Under Manual Review"Well, I thought - No problem They have always been on time with payments. I was quick to respond with all the proofs, the advertising screenshots, the company profiles and so on.3 days later I got another email saying that account is suspended and we will not receive any pending commissions what is a completely Reckless and unfair decision because we put our sweat and blood not only to put that money in advertising but to speak to clients, to redirect them to GreenGeeks when they have countless hosting options.This one is my opinion and I request BBB to remove this from my complaint but I really felt that our clients are being discriminated against since the people who purchased hosting, most of them, they are not from US.I may be wrong but if you only want customers from US or accept big companies to host their websites before you pay out commissions to affiliates please state this clearly.Despite presenting my 12 year history of work, they never bothered to consult or discuss before unlawfully, unfairly keeping our earned commissions and suspending the account.Attached* is a screenshot of all the registered clients - more details can be provided through a detailed video prooof.

  Business response

  02/29/2024

  We at GreenGeeks deeply value the feedback and satisfaction of all our partners and customers. I would like to personally address the concerns raised by the affiliate regarding the suspension of their account.
  The decision to suspend the account was made following a detailed investigation that revealed a pattern not in line with our affiliate program terms and conditions. This action was in strict adherence to our affiliate program's terms and conditions, designed to ensure the integrity and fairness of our program for all participants and the security of our hosting environment.
  We understand this situation has caused significant concern, and for that, we are truly sorry. Our policies regarding affiliate commissions and account management are in place to protect both our affiliates and customers from potential fraud and to maintain a high standard of service.
  We appreciate your understanding.
  Customer Success Team
  ********************** Web Hosting

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I first signed up and paid for three years of web hosting with GreenGeeks in November, 2015 specifically because GreenGeeks offered the RVSitebuilder platform to build and maintain websites. Consequently, I used RVSitebuilder to build and maintain five sites.On October 16, 2018, I paid for another three years to maintain my websites created with RVSitebuilder, and renewed for another three years on 10-19-21 for $197.10. On 9-13-22, I was notified that GreenGeeks would discontinue support for the RVSiteBuilder platform effective January 1st, 2023, materially altering the contracted terms of service I expected and paid for with my renewal payment of $197.10. I contacted Greengeeks on October 26, 2022 to cancel my account before the first year of my previous three year renewal was up and requested a refund of $131.40. ********* refused my request. Greengeeks refusal to issue my $131.40 refund for a service GreenGeeks is no longer prepared to provide is reprehensible. I have gone back and forth with various GreenGeeks employees in Billing and **************** to no avail. For the record, I stopped using GreenGeeks to host and maintain my websites in October, 2022, before the end of the first year of the three years hosting I paid for. I subsequently transferred all of my websites and domains to another hosting service that offers users the benefit of creating and maintaining their websites with RVSitebuilder.GreenGeeks' so-called policy of not issuing refunds is not written in stone. A quick search of complaints about GreenGeeks to the Better Business Bureau reveals that GreenGeeks can and does, indeed, issue refunds.For the record, my username at Greengeeks is: paulglen. My primary domain was pgneuman.com.The last message I received today 12-07-22 from GreenGeeks refusing to issue my refund is Ticket ID: ************* / Department: Billing.

  Business response

  12/14/2022

  We have been unable to locate an account associated with the email address of: *****************
  
  For security and verification purposes, please submit your BBB complaint using the email address on file with your account.
  
  We lookforward to assisting you further.

  Customer response

  12/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  GreenGeeks has not addressed the issues raised in my complaint. By reviewing my complaint they could have easily connected my information (GreenGeeks username: paulglen and my primary domain: pgneuman.com). Additionally, they could have referenced my Ticket **************** / Department: Billing to respond to my complaint.
  
  My email associated with my GreenGeeks account is: ***************************

  Business response

  02/29/2024

  We at GreenGeeks greatly appreciate your feedback and the chance to address the concerns you've shared about your experience in 2022. Though time has passed since then, we want to express our sincere regret for the difficulties and disappointment you encountered.
  Please be assured that decisions regarding product changes and enhancements are made with thorough consideration, aimed at aligning with evolving technology standards and boosting our overall service offerings. These decisions are guided by our commitment to compliance with our policies, terms, and conditions.
  Since the time of your experience, we've implemented several measures to enhance our communication about service changes. Our goal is to ensure that our customers are well-informed and supported through any transitions, aiming to prevent any confusion or inconvenience similar to what you experienced.
  While we recognize that this does not alter your past experience, we hope it underscores our dedication to learning from our customers' feedback and continuously improving our services. We deeply value all our customers and are committed to delivering reliable, supportive, and transparent services.
  Thank you for bringing your experience to our attention. Your feedback is instrumental in our ongoing efforts to enhance our customer service.
  Sincerely
  **********
  Head of Customer Success
  ********************** Web Hosting

   

  Customer response

  03/06/2024

   
  Complaint: 19323129
  
  I am rejecting this response because: While heavy on corporate platitudes, GreenGeekss long overdue response would carry a lot more believable weight if they had addressed the fact that they sold me a service they ceased to support less than a year into my recently renewed three-year contract that I paid for in full at the time of my renewal.

  As I originally stated, GreenGeeks STILL owes me a refund of $131.40 for the remainder of my three-year contract I was unable to use because their elimination of offered software made it impossible for me to edit any of my websites.
  

  GreenGeeks owes me a refund of $131.40 for selling me a service they stopped supporting. That they are still contesting this refund amount is beyond belief.

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

  Business response

  03/11/2024

  Dear *****************,
  We appreciate your patience and the opportunity to revisit your concerns.
  I understand your frustration and the impact this situation has had on your ability to manage your websites. Our decision to discontinue support for the software was not made lightly, and we recognize the inconvenience it has caused you.
  As previously mentioned by our teams, a refund for transactions older than 90 days is not possible.
  Our decision, as outlined in our Terms of Service, considered the End of Life policy section,which guides how we manage discontinuations.
  Please check:  ************ services -end of life policy | ************************************************
  It is important to highlight that in December 2022, we offered a service credit as a gesture of goodwill, understanding that it might not fully compensate for the inconvenience caused. The proposal was rejected, we understood your response.
  Please know that our policies are designed to balance all our customers'interests while adapting to the evolving web hosting environment. Your feedback is valuable, and we'll take it into consideration as we continue to improve our services.
  Thanks for your understanding.
  Customer Success
  ********************** Web Hosting

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The issue that I have with Green Geeks is that their business practices are not fair and based on good faith. I signed up for a three year hosting plan. Today, I noticed that it was up for renewal and money was taken off my account. I noticed right away and requested a cancellation as I will not be using this service for the next 3 years. The reply said that "Upon sign up, you agreed to the terms of services", and basically they send you an invoice 14 days before the payment date, but they expect you to cancel 5 business dates before your renewal date which is today. This is a very limited timeframe (only 5 days that they give you to work with). This is especially not reasonable especially since I am working long hours as a Health Care provider during this recent surge in Omicron cases, I missed the email and did not notice the invoice. The practice that I dislike the most is that during their "reminder email", they do not do you any favors by mentioning or reminding you of their cancellation policy that you agreed to in the terms of services. "We will attempt to renew this automatically by 2022-07-26 or please log in to your GreenGeeks account to view the invoice and pay. If you have any questions or concerns about your account, please feel free to open a support ticket from your GreenGeeks dashboard". ^That is all that it says. It is not a good practice to not remind the instructions on how to proceed with a cancellation. The worse part of this is that this is a pre-authorized auto renewal payment. You are not able to remove your payment details from this website. Initially, when I signed up 3 years ago, the amount for the same service was $106.20 USD. This time is was an auto renewal payment with $574.20 USD for the same service. I technically did not authorize this payment, but since you signed up for this service, you technically agree to their terms and allow them to bill whatever they want. There is no break down as to why the cost is so much.

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/07/27) */ GreenGeeks apologizes for the misunderstanding that has occurred. We welcome an opportunity to work with the client towards a resolution. A review of the account shows that the client originally signed up with GreenGeeks on July 26th, 2019 for shared hosting, EcoSite Lite for a 3 year hosting term. The customer was charged a total of $106.20 USD upon signup, which was the promotional rate. The following is stated on our order form when you sign up: "All plans are prepaid and renew automatically. Promotional prices are available to new customers only and are valid for the initial term. By submitting this order, you agree to and confirm you have read our Terms of Service." By proceeding to create the account, that constitutes an agreement that the customer did indeed read the TOS and agreed to it. The customer reached out to us on August 18th, 2020 and requested to upgrade to our *********** plan. He was charged a prorated amount of $69.00. On July 12th, 2022 an email was sent to the client which stated that an invoice had been generated and and the payment was due on July 26th 2022. The invoice broke down the costs and went on to say "We will attempt to renew this automatically by 2022-07-26" As noted above, the client had 14 days to make the payment, from July 12th when the invoice was sent out to July 26th when the payment was due. When the client did not submit a cancellation request, the account was renewed at the regular rate, as per our Terms of Service. The "5 days" that the customer mentions is simply that if you decide to cancel, we require you to submit your request at least five (5) days before your renewal date so we can make sure that the account doesn't renew. That doesn't mean that you only have five (5) days to cancel. The customer contacted our Billing department yesterday and as a customer service courtesy, we provided the custome with a refund. No further monies are due at this time. Consumer Response /* (3000, 7, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Would like a full refund instead of a partial refund if possible. Or a reduced term from 3 year to 1 year on the hosting plan. Although it was outlined in the terms of service, it is something that should be made easier for reference or a reminder especially if the original sign up was more than three years ago. This policy is different from the industry standard and not as flexible as the rest. Would appreciate a gesture of a greater refund since there is no use for this hosting anymore. Thank you Business Response /* (4000, 9, 2022/08/02) */ Thank you for gettting back to us. As previouslymentioned, the customer contacted our Billing department and as a customer service courtesy, we provided the customer with a refund. No further monies are due the client at this time.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I feel I'm being harassed by this business because they are billing me again. I was treated disrespectful when I had trouble canceling my web site. The name was wrong and they just wouldn't cancel and charged me again. I thought I had finally got them to do what I asked and simply cancel and stop charging my bank account; but, they are trying to charge my bank account again after almost a year. My ID with them is ******.

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/07/14) */ GreenGeeks apologizes for the misunderstanding that has occurred. We welcome an opportunity to work with the client towards a resolution. In reviewing the clients account, we see the hosting service was terminated on June 26th, 2020 via Cancellation Request #*****. The client received a refund of $92.25 at that time. Additionally, the clients domain service was cancelled on July 8th, 2022, three (3) days before this BBB complaint was submitted. At this time, the client ha no active services with GreenGeeks and no further monies are due. We wish the client well on their hosting journey.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been a customer of GreenGeeks for some time and renewed May 10. I was laid off in recent tech layoffs and have been relying on my online website and email -- which I have hosted at GreenGeeks -- during my job search. This week I learned that the email I had set up through my domain was sending bounceback messages to employers who were reaching out for interviews; I had two potential employers reach out to me on LinkedIn to let me know that they were getting bounceback messages from my domain email. I reached out to support immediately and chatted with a support tech to let him know of the issue. He did nothing to resolve during the chat and actually did not set up a support ticket, which I was unaware of.....I had emphasized how critical it was that my email issue was fixed. So, still having the problem, I reached out the next day, and learned from THAT support agent that the initial support tech had done nothing, not even a support ticket. This time a ticket was opened and I was assured that my email was fine and fixed. It was not......I tested the email and got bouncebacks. So over the subsequent days I continued to call / chat / email tech support, always with the assurance that nothing was wrong despite me sending on the bounceback messages for them. Nobody helped. Finally, on Friday evening, I tried AGAIN and got through to someone who forwarded my concern to tier two, and I forwarded another bounceback to them. The error was something that I needed to fix and took literally two minutes to do so, but it took days to get anyone to look into my issue or to even open a ticket in the first place! It was the worst experience I've had with tech support during the worst possible time. I have sent out hundreds of applications and cannot know how many additional opportunities I have missed during my pleas for tech support to help me, and ultimately it was a quick and simple fix which would have been easily identified by someone on tier two

  Business response

  07/21/2022

  Business Response /* (1000, 10, 2022/07/11) */ GreenGeeks apologizes for the misunderstanding that has occurred. We welcome an opportunity to work with the client towards a resolution. A review of the account shows that the client originally signed up with GreenGeeks on May 24th, 2017 for EcoSite Starter hosting plan - *************** for an annual billing term. The client reached out to GreenGeeks on June 6th, 2022 and stated that their email was bouncing back. We looked in the server logs and found that the bounce backs were because the client had too many characters in their flier. We advised that only 1024 characters or less should be used. The client once again contacted GreenGeeks on June 6th, 2022 to explain that their email was getting a 'failed to be delivered' error. We checked the email address in question and found out that its SPF and DKIM was in error. We fixed it for her, although we have a tutorial in our Support KnowledgeBase that explains how to do it:. https://www.greengeeks.com/support/article/using-the-email-deliverability-tools-in-cpanel/ While we understand that the client is requesting a refund, the money back guarantee is only available within the first 30 days of your Green Geeks account. Quarterly, one, two, and three-year accounts that are beyond the 30 day trial period are not eligible for a refund, as stated in the Terms of Service the client agreed to upon signup. We are sorry to hear that the client wishes to cancel, however we have to receive the formal cancellation request which is done online at www.GreenGeeks.com/cancel. Consumer Response /* (3000, 12, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have cancelled per their instructions and I want the remaining balance on my account REFUNDED. Business Response /* (4000, 14, 2022/07/15) */ While we understand that the client is requesting a refund, as previously explained,the money back guarantee is only available within the first 30 days of your Green Geeks account. Quarterly, one, two, and three-year accounts that are beyond the 30 day trial period are not eligible for a refund, as stated in the Terms of Service the client agreed to upon signup. As a one time exception we have granted the client a partial refund of $83.23. No further monies are due. Consumer Response /* (4200, 16, 2022/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept this resolution once the money has been refunded to my paypal account. Consumer Response /* (2000, 18, 2022/07/21) */ I got it! It posted to my Paypal account today. : ) Happy to close out the claim, however you would like. THANK YOU for the time and help you've given me! 07/19/2022

*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. ↩