ComplaintsforA2 Hosting, Inc.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been with A2Hosting as a customer for ********************** my website for about 15 years. Here in the last six months, there has been a distinct degradation in customer service. They used to answer the phone and respond to tickets with a few minutes. Here in the last six months, there have been more problems with website hosting services than the prior decade combined. **************** is virtually non-existent. I have been on hold with BOTH the online "live chat" and phone services for over an hour to report my site being down, with no response. in fact, their system auto hung up on me after an hour on hold.

  

  Business response

  06/03/2024

  Dear *******,

  Thank you for bringing your concerns to our attention. We deeply value your 15 years of loyalty to A2 Hosting and sincerely apologize for the recent issues you've experienced with our customer service and website ********************** services.

  We understand how frustrating it can be to experience downtime and long wait times for support, and we apologize for any inconvenience this has caused you. Our goal is to provide prompt, reliable service, and its clear that weve fallen short of our expectations recently.

  We value your feedback and are committed to regaining your trust. Someone from our team will reach out to you directly to address any outstanding questions or concerns you may have. Thank you for your understanding and for giving us the opportunity to make things right. We look forward to continuing to serve you and meeting your hosting needs.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wish to express my dissatisfaction with A2 Hosting's service regarding the renewal of my domain, verasproperties.com. Despite renewing with the assistance of an agent, I was not informed of a pre-existing malware issue affecting my website. Consequently, my website is now inoperative. I demand a full refund, immediate removal of the malware, and provision of a backup of my website to facilitate switching hosting companies. Furthermore, I request assistance in transferring hosting.A2hosting has refused to fix the issue for months now.

  

  Business response

  05/10/2024

  A solution has been provided through a ticket within our system and an acknowledge is needed to reach resolution.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  A2 Hosting has gotten progressively less customer-oriented. They continue to state that they have a 99.9% uptime guarantee. However, they do not honor that guarantee.Because of changes that I didn't ask for and didn't need, several clients' emails stopped working abruptly. I was told they would send new server settings before they began making these changes. That didn't happen. Instead I got calls from upset clients. For one in particular, I had to drive hundreds of miles round-trip. This is the second time in the last six months I've asked them to honor that guarantee, to no avail. They refuse to give any account credit for the down time or the 444 mile round trip I had to make because of their mishandling of their upgrades.This is not an honest, customer-focused company.

  

  Business response

  05/07/2024

  A solution has been provided through a ticket within our system and an acknowledge is needed to reach resolution.

  Customer response

  05/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been experiencing issues with hosting on A2 for several months now. It was just isolated to be the result of a wordpress paid theme. Thats not the reason for the complaint. Recently I found out that A2 is no longer offering my swift package and has replaced it with cheaper options that offer better server options. When I originally opened my support ticket there was a concern with server load. At the time the agent didn't mention anything about a better solution. They allowed me to continue with problems stating theres nothing they will do.Its frustrating to look at their website, see what I paid and see how I basically was robbed of a better option. When contacting their billing/sales I'm met with we don't do credits. This was how the agent said it "That is not something we do, you can have a word with Technical support about your complaint"They do not have the customer's best interest in mind. Its more about making money.The paid theme im on seems to need more robust hosting and while swift handles a majority of it, it lacks in memory/cpu. Moving me to the cheaper better option should have been the resolution offered. Instead months have gone by and I haven't been able to edit my website. I'm running a business I need my website operational and updated.

  

  Business response

  01/02/2024

  The matter has been resolved directly with client. 

  Customer response

  01/02/2024

  I never received any response from A2

  

  Business response

  01/12/2024

  Hello,
  
  We would like to outline the efforts made on our part to resolve the situation with ******. Upon receiving the initial complaint, we promptly attempted to engage with the client to clarify any misunderstandings and to offer amicable solutions. To this end, we have extended several offers to rectify the situation, which were tailored to meet the clients needs and to ensure a fair resolution.
  
  Despite our best efforts, we have encountered challenges in eliciting a response from the client. Our records show multiple attempts to reach out through various communication channels, including emails, phone calls, and written correspondence. Unfortunately, these attempts have not been successful in fostering a dialogue or receiving any feedback from the clients end.
  
  For your reference, we are including detailed documentation of our communication attempts. This includes dates and modes of communication which collectively demonstrate our proactive and persistent efforts to engage with the client. We deeply regret that this situation has not yet been resolved and remain open to any suggestions from the BBB on how we might further attempt to engage the client. We are committed to upholding the highest standards of service and customer care, and we hope to find a resolution that is satisfactory to all parties involved.
  
  Call attempted to phone number on file 1/4/24 9:10AM
  Call attempted to phone number on file 1/4/24 9:14AM (left a VM)
  Call attempted to phone number on file 1/11/24 9:27AM (left a VM)
  Call attempted to phone number on file 1/12/24: 10:27AM
  Call attempted to phone number on file 1/12/24: 11:15AM
  Call attempted to phone number on file 1/13/24: 11:28AM
  
  Email sent: 12/18/23: 1:00 PM
  Email received 12/18/23 1:05 PM
  Email sent 12/19/23 3:33 AM
  Email received: 12/19/23 9:21 AM
  Email sent: 12/19/23 2:22 PM
  Email received: 12/19/23 3:08 PM
  Email sent: 12/21/23 11:04 AM
  Email received: 12/21/23 3:31 PM
  Email sent: 12/21/23 7:44 PM
  Email sent: 01/04/24 9:17 AM
  Email sent: 01/11/24 9:30 AM
  Email received: 01/11/24 11:12 AM
  Email sent: 01/11/24 12:15 PM

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've made multiple attempts to reach someone regarding billing. No one has returned calls or emails. If you reach any other department other than billing they tell you to call billing or send a ticket. No one answers the billing phone or returns calls and no one answers tickets or returns calls. Very disappointed with the service.

  

  Business response

  04/10/2023

  Customer was contacted and matter resolved. 

  Customer response

  04/11/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

   

  It took so long to get someone to reply that it left me no time to find another host.  Which is going to result in being charged for an extra month even though I contacted them with more than enough notice to move the account.  I should not be charged for the month it takes me to move due to their delays to respond.
  
  Regards,
  
  ***************************

  

  Business response

  04/25/2023

  A refund has been submitted. 
  
  Hello ******,
  
  We were recently following up on a complaint that you had submitted via the BBB, in which you had referred to some service issues that you had encountered with A2 Hosting.
  
  I wanted to first apologize for the frustration experienced there, as that isn't the customer experience that we want to provide.
  
  Specifically in your message you had mentioned that you were moving to another host and did not feel that it was fair to pay this last months hosting while things were moved. As a token of good faith I have gone ahead and submitted a refund for this last month of hosting with **. You should see that back in your account within a few business days. Additionally, it does appear that your account is still active with **, so just make sure to submit a cancellation request before 05/12/2023 to ensure that you are not billed again for service.
  
  I've provided a link to our cancellation instructions below:
  
  *************************************************************************************************************************************
  
  Again, I wanted to apologize for the frustration experienced and hope that you will give us another chance in the future.
  
  Best regards,
  
  -****

• Initial Complaint

  01/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On multiple occasions over several years and including yesterday and currently, A2 has made account changes (often without notifying or asking the customer) that have caused extended service outages for my business and my customers. These outages are not due to "unforeseeable" events. They have been caused by misconfigurations, mistakes and miscommunications.In the more than 20+ years I've provided IT services, including administrating my own web and email hosts, I have not seen such sloppy management. This has been a problem that has grown in the last couple of years.Recently I was forced to upgrade my account and purchase items I did not need. During this time my account was not given the upgraded security settings. I have recently lost 3 months of sent email that seems to be due to an account compromise. A2 support advised me the new firewall was not applied to my account and asked if I would like it applied. After confirming yes, email for my business and the several business for which I am hosting is no longer working.A2 is causing great strain between my business and some of our customers. It is extremely difficult and expensive to move from one host to another, this is not a simple matter of moving to a better provider. A2 needs to honor it's uptime guarantee and treat customers with basic respect. I also suspect retraining of employees is in order.I can provide transcripts of all support interactions if requested.

  

  Business response

  02/08/2023

  Hello ****, 

  
  Our team has reached out to you to schedule a call but we have not been able to connect. I want to apologize for the inconvenience you experienced. We have been working diligently to update our systems over the past year. As a result you along with many clients have been moved to our latest hosting platform. We did coordinate the migration with you however I fully understand your frustration with repeated downtime during this process. We will work on improving our communication going forward. We have extended a one month credit due to the inconvenience you experienced. If you would like to schedule a call to discuss this further, please reply to the email with your availability. 
  Once again, I apologize for the inconvenience and frustration you experienced.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A2 Hosting have summarily deleted all of our reseller websites but are now refusing to issue a refund despite indicating they would do so. they wrote:Please ensure you download the backups before Monday, November 21, 2022, as the links will be active for 7 days.At this point, we are sending this ticket to our Billing Team to process termination and issue necessary refunds.Best regards,Our support PIN ********

  

  Business response

  11/23/2022

  The customers account was in violation of our TOS, as a result his account was terminated. The customer was given full backups of his data upon termination. Client was extended a prorated refund on 11/14/2022 for the unused hosting fees.

• Initial Complaint

  10/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/24/2020 we filed a complaint with the Better Business Bureau about requesting a refund for services from A2 Hosting because they had sold Windows Hosting to Mochahost which we were not interested in Mochahost. Mochahost at the time said they could not offer a refund and only A2 Hosting could do that. All services should've been canceled and our money should've been refunded at that time. A2 Hosting had promised to refund us our money and had responded to the BBB that they were going to do so. Instead of canceling all services and refunding us our money they instead credited our account with them and never canceled Dedicated IP Services. We recently received an invoice from them for Dedicated IP Services where money that was credited that should've been refunded was also used to pay for Dedicated IP Services that should've already been canceled and refunded also. We are demanding a full refund of our money plus a refund of money for the Dedicated IP Service back dated 10/24/2020.

  

  Business response

  10/25/2021

  Can you please provide the primary domain used with this account. We need this information to be able to look into this matter further. 

  Customer response

  10/26/2021

  We reject the response because no resolution has been provided and the company still needs further investigation.
  
  The information requested by the company is below.
  
  The domain associated with this complaint is ecapsoftware.com
  
  *****************

  

  Business response

  10/28/2021

  We were able to locate the customers account. After completing an audit we can confirm that the customer received a $65.97 credit on their account per our TOS. I have gone ahead and made an exception and refunded that amount back to their PayPal account. 
  
  
  With regard to the service refund. Our records indicate that the customer made a payment of $571.30 on 10/29/2019 for two years of hosting service. The service was terminated on 10/2/21 and the customer was issued a $261.85 refund on 10/29/2020 Via PayPal. This was a prorated refund of the remaining 11 months of service on the customers term [(571.30/24) X 11 = 261.8458]
  
  
  The customer was indeed invoiced for a dedicated IP address in error, we have canceled that service and the customer will no longer be receiving correspondence regarding that. We apologize for the frustration this may have caused. 

*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. ↩