ComplaintsforNewfold Digital, Inc.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of bluehost since 2012 and have not had any major issues until May 26th when something went wrong with their server and it did something to my emails that all of a sudden I started losing 10 years' worth of business emails. I have called support at least 12 times trying to find someone to help me with my emails. The only support team they have at this time is all based in the Philippines. It has been incredibly difficult trying to understand them or there is so much background noise with either babies or dogs barking that it is difficult to hear what they are saying. I have pleaded several times for a supervisor to help me. Something on their end infected my emails and now I am being told that I only have one month's worth of emails!!!!!! They have destroyed my business. I need your help to get someone other than a tech person who lives in the Philippines to fix the problem.

  Business response

  06/13/2022

  To Whom It May Concern, 

  We are reaching out regarding the complaint submitted by our customer, ******* **********. 

  We have attempted to reach out to the customer to give more information and resolve the issue, but unfortunately, we were not able to connect with her. 

  Looking further into the issues, it appears that there was some settings issues with their email that was causing some emails to go missing, or not work at all. We have restored and resynced the latest backup that we have here at Bluehost. Unfortunately, this backup most likely will not have all of the missing emails in them that ******* is looking for. The reason for this is because her email address was setup as a POP3 account, meaning, the emails are stored locally and not on our server. This is one way you can setup an email account, the other is IMAP. When email accounts are setup in IMAP format, the emails are both stored on our server, and locally on the customers end. This is a option that the customer has when setting up their email, and its totally up to them. We always recommend keeping local backups of your emails either way, in case something does happen. 

  Also, while looking into the account, we did find malware on her server/websites. Malware is something that can effect your website and emails, as well as get your account temporarily suspended via our terms of service policy. We do recommend that they clean this up as soon as possible, as it can cause other issues down the line. We do have services here that can help with this. 

  We would be more than happy to assist if needed. ******* can also reach out to our front line support, they can assist. 

  Kind Regards,

  Bluehost Support 

• Initial Complaint

  06/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am experiencing another issue with the service my website was messed up again by a representative that I requested a manager instead I was on hold while the representative made changes that cause my website to go down and I called again to speak with a manager and I was never transferred only to say my site was back up but I discovered all my needful plugins to make the site function correctly had been disabled and I see errors on the admin of WordPress and I am unable to make edits to the theme I I bought and had installed and this happened before and I had to have someone reinstall and rebuild the whole site again and that what needs to be done again they keep making changes that they have no knowledge of what they are doing and they end up messing up a website and files are missing and I cannot get into the main part of the theme settings on the themes side not wordpress to control and edit the premium the I don't think their service is very good for a well designed website.

  Business response

  06/14/2022

  Hello,
  
  Thank you for bringing this to our attention. 
  We recently tried to contact the customer by telephone but had no success. We have been in discussion with the customer through email though. We reviewed the interaction between this customer and our support agent. We have addressed the customer's concern with the agent's direct supervisor. 
  
  We have also provided the customer with a means to contact management directly should they need further assistance with their website issue. 
  Please let us know if there are any more questions or concerns. 

   

  Business response

  06/22/2022

  Hello,
  
  
  Thank you for providing an update on the response from the customer.
  
  We have worked tirelessly to rectify this situation with the customer, but they refuse to provide any information as to the problem they are experiencing. The customer has stated their website is broken and they have errors. However, we are unable to replicate any issues on their site and the customer has refused to provide specific details or screenshots to help us launch a thorough investigation. In the last email we received from the customer, they stated that all the issues were fixed.
  
  The customer had previously mentioned an agent making changes to his site without permission. This situation has been investigated and addressed internally with that agent's direct supervisor. Also, a note was placed on the customer's account stating not to make changes without their permission.
  
  The customer demanded compensation and we have provided 1 year of free web hosting service in response as a goodwill gesture.
  
  At this time, we believe the matter to be closed.  We sincerely apologize for any frustration or confusion this has caused and we wish **** ****** the best.

  Customer response

  06/23/2022

  False information in this response from the company. I was asked for photos of the errors and what the issues was that were already repaired I had already sent photos in emails I have the copies of the error on the page this company has been completely false and the customer service reps make changes on their own without knowledge of the customer that results in the website having to be reinstalled the representatives continued to make changes on the account without knowledge after I was told the account was noted. The 1 year they gave of service on the account is true. It cost me 3 times to reinstall the website. We should always be honest

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fake to charge my money with something that I don't need. Detail can be found here. *************************************************************************************************

  Business response

  06/08/2022

  To Whom It May Concern, 

  Upon on our review of this matter the domain privacy protection for our customers domain name was enabled for a 30-day trial at no cost during his domain name transfer. Domain privacy protection is automatically set to auto-renew to prevent a lapse on the add-on, which will cause customers' data to become available . This process is set in place to ensure that our customers who actively use domain privacy protection are not affected by disabled privacy causing the following:
  

  Compromise of their personal information
  Domain-related junk email, spam, or phone calls
  Potential stalkers or harassment
  Unauthorized access to their website and domain

  The domain privacy protection renewal had been refunded at the time we received the BBB complaint. We will continue to work with our customer should he have any additional questions or concerns. 

  Best Regards, 

  ******* *. 

  Bluehost

• Initial Complaint

  05/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged 129.23 after I canceled this account. I no longer need or use this account and have emailed many times to cancel!

  Business response

  06/01/2022

  We reached out to the customer and were able to review the account and the recent, disputed charges. As the charges were within our 30 day refund policy we issued a full refund and closed the account per the customer's request. 

• Initial Complaint

  05/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My ************ account number is ******** and ********* is the last Reference number given. Please see attached for specific details and screen shots. Thank you.

  Business response

  05/27/2022

  We have received the complaint for ***** ****, complaint # ********.

  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with our team members to understand these issues better and respond appropriately.
  

  We can confirm our support team has recently reached the customer regarding their complaint, and they have scheduled a follow-up call for 5/31 to further assist.
  

  We sincerely apologize for any frustration or confusion this may have caused and would recommend the client reach out to our support team if she has any further questions.
  

  Sincerely,
  

  New Fold Digital Executive Office

  Business response

  06/10/2022

  Dear Better Business Bureau, 

  We have received the complaint for ***** ****, complaint # ********. 
  

  Please know that we apologize for any frustrations the client has experienced. We have reviewed the client’s response and have revisited their concerns. 
  

  Our support team and support leadership has made several offers to further assist the customer regarding their email issue within our scope of support; however, the client is declining to speak to all support agents in assisting with her email issues. If the client needs any further assistance, we recommend she reach out to support and we will be more than happy to assist. 

  In light of this clarification to the response of the client, Web.com considers the matter closed and asks that the BBB will do the same. 

  Customer response

  06/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because after over four months their Lead person **** at ************************************ informed me two weeks ago that the ONLY way to fix this problem is to upgrade my Outlook.  Again, information that all of their sales people should have told me BEFORE selling the email server product.  As a matter of fact, they said that my Outlook 2010 works with their email server product.  See attached proof of that statement from Sales person Devin.   I also called ************ sales and all of them say the same thing, even today (6/13).   

  It is only fair for ************ to take financial responsibility for their sales deception and provide an updated Outlook or reimburse me to purchase one for $250.00 at Best Buy. 

  Thank you.
  

   

  Regards,

  ***** ****

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an expert web master & designer and I've been building websites with this company for about 12 years. Around 2017 I started getting attacks on my websites from their servers. They would shut down my account and pitch the promo for ********, that I needed that to ensure security. I did that, to no avail. Then they would say, "oh you need the plus Plan enable for it to work". That's $299 a year I don't have. This company is supposed to have security inn place for customers so how i the world are they letting any malware or viruses onto their servers inn the first place?! My sites could be fine, then without me doing anything, it all of a sudden get's flooded with viruses. Now, as of this second, their is an .******** file inn EVERY folder of my wordpress files, AND in the root directory. if i delete them, they just come right back after an hour. this has never never ever happened before. I complained it about to the company, but they give you a promo speech about ********. I believe the attacks are a ploy to boos ******** subscriptions to the company, and should be investigated. I will be sending a copy of this also to the FBI cyber department so that maybe they can determine how this happening and rehappening again and again, even after cleaning. I believe the reason why adware has been put into EVERY folder of my files is to discourage people like me who know how to clean them, from wanting to clean them from the hundreds of folders that make up the sites. I am losing business and money at an alarming rate because this tactic I believe they are doing to boost and force Site lock subscriptions to customers. I think this potential case and opinion should be looked into, investigated, tested, so that I can ensure that there might be a chance that I'm wrong, I have exhausted all possibilities to clean my heavily infected site on a business service that does not protect customers on their servers and have to resort to beyond expensive measures. Thank you.

  Business response

  06/01/2022

  To Whom It May Concern, 

  We are writing to you regarding the complaints by our customer. 

  We have reached out to our customer regarding their complaints about malware on our servers, as well as our partner, ********. In our investigation we found that the customer was deactivated several times due to malicious content (malware) being detected on their sites. Per our terms of service, this is against our policy and TOS we have in place. As a curtesy, we do a scan of the customers site(s) and give them a list of the malicious content we have found. At that time, it is up to the customer to clean (and stay cleaned) the malware off of their site. 

  We do offer a malware cleaning and protection service to our customers called ********. We do this so if our customers do not have a way to clean the malware, we offer a in house solution since Bluehost itself does not protect customers websites from malware, and Bluehost tech support does not clean malware. This is a add on service that is completely optional. ******** does offer different plans at different prices to our customers. Our customers are also able to clean it themselves, or hire a 3rd part company to do so as well. 

  At this time, it appears that the customers website has not been activated again, and the website are online. We would be more than happy to assist further if any additional information is needed. 

  Kind Regards,

  NewFold Digital (Bluehost) 

• Initial Complaint

  05/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I purchased a web host through their company but was unsatisfied with the false advertising and wanted my money back. I requested my money back in less than a month and they have been giving me a run around for the last 4 months . One minute they said they refunded it through check, which was a lie . They sent me a letter stating that a man called them to verify the reactivation of the account which is a lie because they never contacted me and Im a whole female. They just keep making up any kind of lie so that they wont have to refund my money. And im not letting $150 go to a company that did not deliver the services I expected when I signed up for their services.

  Business response

  05/16/2022

  To whom it may concern,

   

  We have reached out to ******* to issue the requested refund. 

   

  Thank you,

  Bluehost Support

  Customer response

  05/16/2022

   

   Complaint: ********

  I am rejecting this response because: i have yet to receive my refund and I do not trust that they sent it out as they already  lied multiple times 

  Regards,

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

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid Bluehost for web hosting. in December 2021. I subsequently had multiple recurring charges I did not authorize. I called the company and they informed me they would refund my money and send an email to confirm. They did not do that. I was forced then to dispute the charges that now had become 850.00 to my Amex card. They then finally refunded my charges. However i never disputed the original charge in December for the web hosting which was a legitimate charge. They sent me an email saying i had five days to contact them or my site would be taken down. That very same evening of the email my site was down. I have paid thousands of dollars for my site and it is now stolen by Bluehost. This is not legal and they won't help me. I have called and emailed. I want my site put back up. *****************

  Business response

  05/04/2022

  Upon reaching out to the customer we were notified they no longer wished to restore the account and had moved to a new service provider. We offered to assist with restoring service should they change their mind and provided our contact information. 

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My business provides online registration services for youth sports and has been using Arvixe for web hosting. On 4/6, Arvixe took my website down and disconnected my business and thousands of users from all the data. Since then, the site has been up and down for over two weeks. Yesterday, on 4/24, Arvixe took my site down again and is not responding to tickets or online chat requests. The liaison who previously contacted me from EIG has not responded to my latest requests. Please help!

  Business response

  04/29/2022

  Hello,
  
  Our team has worked closely with **** ************ in her first BBB case opened on April 13, 2022. 
  
  Due to a migration-related issue, we've completed migration back to her old server, and doing so, will offer stability. We're working closely to ensure we're resolving all issues as soon as possible.
  
  To continue the communication, *** ************ can contact her liaison at any time for assistance along this process. 
  
  If you have any questions, please let us know.
  
  Kind Regards

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/24/21 I paid IPower $334.80 for a two-year website hosting plan. They were to provide me with the website tools for developing and maintaining my website and host the developed website. About two months ago IPower de-supported the website tool I was using (CM4all). This meant that I could no longer make change to the website. I contacted them but they wanted me to switch to a different website development tool. But they did not provide an easy method to migrate away from CM4all to their suggested development tool. This would require many hours of my development time. I choose to use a different website hosting company. I believe IPower broke the two-year contract when they de-supported CM4all and would like a refund of the remaining two-year contract (from 4/19/22 to 3/24/23). The prorated refund should be $105.48 (remaining 230 days of the two-year contract. 230/730 x $334.80 = $105.48). IPower refused my refund request. The two year contract payment has been uploaded.

  Business response

  04/26/2022

  To Whom It May Concern, 

  We have reached out to our customer ****** to assist with his account cancelation and refund request. Per company policy our customers "If you purchase an account with a thirty (30) day money-back guarantee and cancel during the first thirty (30) days of your term, you may receive a full refund of all basic hosting fees paid; otherwise, there will be no refunds offered after 30 days." https://www.ipower.com/help/article/cancelling-your-hosting-account#:~:text=Cancelation%20and%20Refund%20Policy%20If%20you%20purchase%20an,will%20be%20no%20refunds%20offered%20after%2030%20days.

  However, we have cancelled and provided ****** with a pro-rated refund as an act of good will. We have not heard back from ****** at this time, however, we will continue to further assist should he have any questions or concerns. 

   

  ********  ******* ** 

  IPower

  Customer response

  04/27/2022

  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. 

  Regards,

  ****** Y****

   

*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. ↩