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:02/09/2025

  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.

  Hosting services from *** were due to for renewal. *** had payment details which were to be used to renew the yearly subscription service. Due to an unclear breakdown of payments, TMD was not able to process one particular charge, therefore disrupting the service i.e taking my website off-line. Upon collection of payment, my website was not restored and deemed expired. At this point, I had no interest continuing doing business with ***. I asked for a full refund which I was denied. I requested to view my account so I can see the breakdown of payment Which locked me out of from being able to view it.

  Business Response

  Date: 02/10/2025

  Hi there,

  Thank you for reaching out regarding your refund request. We understand your concerns and appreciate the opportunity to clarify our policy.
  
  After reviewing your request, we found that it falls outside the terms outlined in our Refund Policy. Our policies are designed to ensure fairness and consistency for all customers, and unfortunately, we are unable to issue a refund in this case.
  
  Additionally, we noticed that a chargeback was filed on your payment. As per our terms of service, a chargeback results in the automatic suspension of the associated service. If you would like to reinstate your service, we kindly ask that the dispute be resolved and the chargeback reversed.
  
  We truly value your business and would be happy to assist in any way we can to find a resolution. Please let us know how youd like to proceed.
  
  Regards,
  Panos Kesisis

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22919294
  
  I am rejecting this response because:
  you did not provide services after making charges on saved payment methods therefore making your policy invalid. Full refund or next step is a complaint with the FTC. 

   

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

  Business Response

  Date: 02/12/2025

  Dear Customer,
  
  We would like to clarify that your claim is incorrect. Our records show that services were fully provided as per the terms of your subscription before the chargeback was initiated. The charges made were for services rendered, and your account remained active until the chargeback resulted in its suspension.
  
  
  Additionally, you have already disputed all related payments with your bank, which means there are no remaining eligible transactions for us to refund. Once a chargeback is filed, the matter is between you and your financial institution, and we are unable to process any further refunds directly.
  
  
  If you wish to regain access to your services, the chargeback must be reversed. Please let us know how you would like to proceed.
  

• Initial Complaint

  Date:09/30/2024

  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.

  Bad support. They don't reply to support ticket

  Business Response

  Date: 10/01/2024

  Hello, 
  
  Our team was able to locate the account in our system and we are quite suprised by the accusations towards our support team. 
  We are a leader in the industry when it comes to resolving technical issues. We work 24/7 and pride ourselves to have one of the best-trained technical support teams.
  

  According to the records on our end, you have submitted 4 technical related ticket inquiries, all of which were already resolved accordingly.
  Furthermore, your last inquiry regarding MSSQL remote access has been escalated to our senior technical team. Please, bear in mind that escalated tickets have a usual response time of up to 24 hours and you have received an update by our technical support team manager a few hours ago. While we understand and sympathize with your frustration on the matter, please be advised that a response time of up to 24 hours is considered acceptable with more complex cases. You have also received multiple updates during this period to ensure our team is working on your request.

  If you have any questions or need further assistance, feel free to reach us back at any point. We remain at your disposal 24/7.

  Best regards,
  The TMDHosting Team

• Initial Complaint

  Date:09/19/2024

  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.

  The issue is with TMD hosting. The issue is on 8/31 my account was $215 for a service I did not want. I requested a refund and they refused. No has a result of the dispute they have locked me out of my account which contains my domain names which I want to transfer to another business. What I am seeking is they restore my account. My number has been blocked and they do not pick up the phone and I can not log in. In addition, they need to offer a refund for charging me for a service I do not want.

  Business Response

  Date: 12/18/2024

  Hi there,

  This was just brought to our attention. 

  Please note that the mailbox ******************************** is not being monitored. For any future communication, please make sure you reach out to ************************************ and ********************************************************.

  Now to address the customer's complaint -- 

  The customer had a subscription service that renewed automatically. ********************* do renew automatically as per our terms and conditions that the customer agreed upon registration. Our terms claim:
  
  "Unless explicitly requested, TMDHosting will automatically renew the Subscribers Hosting Account by charging the applicable fee for the non-promotional rate of the service to Subscribers current method of payment on file." Please see here: ************************************************************* under section "Renewal of Hosting Account". The customer did not indicate any desire to cancel the package prior to the renewal. We were notified only after the payment was taken.  We refused the refund on the basis of our terms.

  Then the customer initiated a chargeback. The customer, for some unknown reason to us, won the chargeback, and beyond this point, it meant that there's no payment for a service that we provide. As a natural outcome, we did suspend the hosting account. As our terms and conditions state:
  
  "The Company reserves the right to suspend and/or terminate the Customers service/s if payment has not been made by the services due date. 
  
  The Company cannot be held liable for any downtime or data loss incurred due to delays in payment by the Customer."
  
  That being said, I believe the customer's complaint is invalid.

  However, in good faith of resolving this issue, I have now unsuspended the hosting package and the service is up and running. I will give the customer 14 days to move the site and all services to a different provider. I will also inform the customer accordingly.

  Hopefully this resolves the matter here.

  Regards,
  Panos Kesisis
  Chief Operating Officer 
  ****************

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22311033
  
  I am rejecting this response because:

  Yes you have granted me access to the account for 14 days but I can not access my domains. Per your response you had a right to terminate the web hosting which I refused to pay. You do not have the right to remove access to my domain names.The domain names are held hostage and have nothing to do with your business I own them and I can keep in any service provider I wish.The goal of  any business is to make the customer happy. Your goal is to "teach me a ******* for defining your business practices. I feel I am fighting against a company run by teenagers.
  

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

  Business Response

  Date: 12/29/2024

  Hi,

  Your account is already unblocked but not verified. I have just sent you a verification email -- please click on it to verify the account and then you will be able to login.

  Regards,
  Panos

• Initial Complaint

  Date:06/06/2024

  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 cancelled my hosting a year ago and they have again deducted hosting fees.

  Business Response

  Date: 06/24/2024

  Dear *****,
  
  Thank you for reaching out.
  
  We're truly sorry to hear about the misunderstanding that has occurred. Our team has located your account in our system and can confirm that your hosting service with us was successfully deactivated in 2023.
  Please, be advised that you have not been charged for the service, however, we have received an automatic payment sent directly from your PayPal subscription, as it seems like you have not canceled it from your PayPal account as advised in the cancellation confirmation email you have received after deactivating your hosting plan.
  Since you don't have an active service with us, the payment was added as credit to your account with us. We would gladly issue a refund for the amount we've received, however, according to the records on our end, you have already initiated a PayPal dispute and at this point, your refund inquiry will be fully handled by PayPal.  
  In case you have any additional questions or concerns, do not hesitate to reach us directly by emailing us at ******************************** or by submitting a ticket from your Client Area with us.
  
  Best regards,
  TMDHosting Team

• Initial Complaint

  Date:04/17/2023

  Type:Customer Service 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.

  4/16/2023 I tried to purchase a starting pack that is worth $87 but due to a promo, the site charged me for $47. I was trying to pay and it kept on giving me an error. In the customer information, It should have told me that it will be treated as billing information too because it auto filled my city as "Chula Vista" which is where I live but in my debit card information it was San Diego. I mistakenly tried multiple times and at the 3rd or 4th time, I put San Diego and it went through. After the transaction, it gave me a notice that my IP is now banned. Tried to call customer service but they where all busy. I could not send a Ticket because my account is considered banned. Now I don't know if I will be charged for the domain that I purchased successfully but wont be able to use it since I am currently banned from the site.

  Business Response

  Date: 05/03/2023

  Hello ****,
  
  We are sorry to hear that you have had this experience and we would like to apologize for any inconvenience caused by this situation.
  
  It seems that the number of orders and payment attempts triggered our verification systems, which is why your IP address was blocked.
  
  We can assure you that we have not received payment for the services on our end.
  
  In case you would like to create an account with us, we will be happy to hear from you so we can assist you.
  
  Our Customer Service team is available 24/7 and is available via the LiveChat on our website: ***************************
  The chat is located in the bottom right of the screen.
  
  Alternatively, you can reach us at [email protected] and reach our sales team over the phone at 1-888-771-5990
  We also have a contact form on our website, which you can review here* ***************************************
  
  Regards,
  The TMDHosting ?eam.