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:07/09/2026

  Type:Order 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.

  Classic REMOVEDthen bill for nothing but made up slogans. I've been a customer for around 3-4 years as a web site developer. All of my clients came with me as I was told a flat price for hosting all of them at REMOVEDwhich I was okay with because at the time I had many clients. Then within 4-5 months, they came at me with this client is too much, because it was getting 10K in traffic a month. So they forced me to put them on a different container and never lowered my bill, and never gave me credit for bringing them that client. In April, I was fed up. I had asked them before to calm down on the billing, I had that client moved, had other clients that left and they always tried to get me into another contract - so I stared a downgrade request in April, the guy in charge didn't see I responded and left it for two months. Now, I moved all of my clients off - I go to shut down the account and they spring a 30 day policy on me. There is not a single site on my account and won't be for 30 days. Nothing there, nothing used. They close the ticket even though I requested to downgrade to the lowest plan. Great support with chat, but total rip-off any other way you try and cut it.

  Business Response

  Date: 07/22/2026

  Dear Customer,

  We regret that we were unable to find a plan tier that aligned with your expectations, but we dispute any claim of bait-and-switch practices or unresponsiveness. Following your initial request on April 5, 2026, our team followed up repeatedly across April 10, April 13, April 21, May 1, and May 19 to discuss technical options. After your re-engagement in mid-June, we presented clear options on June 24 to reduce your monthly cost by over 50% (to $600/month). Because a tier change was not finalized prior to your formal cancellation submission on July 8, 2026, the account will remain on its active plan through the standard 30-day notice period ending August 7, 2026. After this date, the account will close and all recurring billing will cease. We wish you and your agency the very best moving forward.

  Sincerely,
  
  WP Engine

• Initial Complaint

  Date:06/11/2026

  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.

  WP Engine has been charging me a monthly service that I have never used. I'm not able to log into the portal, I'm not able to reach anyone upon calling and I've submitted 2 emailed requests to cancel with no response and they continue to charge me for the last 4 months.I would like a refund of the $35/month charge for the last 4 months and for any subscription to be canceled.

  Business Response

  Date: 06/12/2026

  Hi REMOVED,

  Thank you for letting us know about your difficulties.  I have forwarded your complaint to our REMOVEDand they reached out to your email REMOVEDto help process your refund since the card on file appears to have been closed.

  Please work through the ticket to get your refund processed.

  Have a nice day,

  WP Engine Legal

• Initial Complaint

  Date:04/30/2026

  Type:Order 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 am filing a complaint regarding a billing and contract dispute with WP Engine.I have been a customer for approximately 9 years and was satisfied with the service until upgrading to a dedicated environment. After that upgrade, I experienced ongoing website performance issues that significantly affected my operations. I contacted support multiple times over several months, but the issue was never resolved and was consistently attributed to plugins without identifying any hosting-related cause.I formally escalated these concerns in writing in September 2025, yet no lasting resolution was provided.On January 26, 2026, I contacted support again for assistance. After receiving the same unresolved response, I submitted a request on February 2, 2026, to change my plan and transition away from the platform. While WP Engine later referenced a January 29 deadline, my request was made only three days after and before the renewal date of February 28, demonstrating clear intent to avoid renewal.Despite this, I was charged for an annual renewal. I disputed the charge, and WP Engine refunded the amount and confirmed my account was moved to a $400/month plan. This reasonably indicated the renewal had been reversed.However, WP Engine later stated that the contract term still remained in effect through February 2027. They have refused early termination despite the refund, billing changes, and unresolved service issues.I have already migrated my services and am no longer using the platform.Desired Resolution: Early termination without further charges or a reasonable settlement.

  Business Response

  Date: 05/27/2026

  Dear Customer,

  We sincerely value your REMOVEDcommitment to WP Engine; however, we must respectfully decline your request for early termination without fulfillment of the contractual terms.
  

  Regarding the performance concerns raised between September 2025 and January 2026, WP Engines senior support teams thoroughly investigated your dedicated environment on multiple occasions. Our platform diagnostics consistently verified that the underlying hosting infrastructure was performing optimally and meeting all service level agreements. The performance constraints identified were isolated to application-layer plugin configurations, which fall under your management.

  Your contract contained a strict renewal modification deadline of January 29, REMOVEDcancel the agreement until March 28, 2026almost 2 months after the deadline had passed and the contract had automatically renewed for the term concluding in February 2027.
  In a gesture of goodwill and to accommodate your business' operational changes, we agreed to modify the pricing tier of the active contract, approving a downgrade to a $400/month plan and refunding the initial higher annual charge. This billing adjustment was an accommodation of the price point only; at no point did we state, imply, or authorize a cancellation of the annual term commitment.

  While we acknowledge that you have chosen to migrate their services elsewhere, the annual contract remains legally binding through February 2027. We have already extended significant flexibility by allowing a mid-term downgrade to reduce your business' financial obligation. We cannot grant early termination or further financial concessions. The account will remain active at the agreed-upon $400/month rate until the expiration of the current term.

  Sincerely,

  WP Engine

  
  

  Customer Answer

  Date: 05/31/2026

  Complaint: 24803342
  
  I respectfully disagree with WP Engines response and would like to correct two important factual points.

  First, WP Engine states that I did not submit a request to alter or cancel the agreement until March 28, 2026. That is not accurate. I contacted WP Engine on February 2, 2026, before the stated renewal date of February 28, 2026, to request a change to my plan so I could transition away from the platform. This was only three days after the January 29 deadline referenced by WP Engine, and it followed my January 26 support interaction, where I again sought help for the ongoing performance issues and received no meaningful resolution. I can provide documentation showing the February 2 communication.

  Second, WP Engine characterizes the $400/month plan as a downgrade and a reduction of my financial obligation. That is misleading. The signed order form itself lists the standard fee as $400/month, while annual payment included an 8% discount. Moving me to $400/month did not reduce the base monthly price; it removed the annual discount and made the plan more expensive on a monthly basis compared with the annual discounted rate.

  The central issue remains that I made repeated good-faith efforts to resolve performance issues over several months, formally escalated the matter in September 2025, contacted WP Engine again on January 26, 2026, and then requested a plan change on February 2, 2026 before the stated renewal date. WP Engine later refunded the annual renewal charge and confirmed that my billing subscription had been changed to $400/month, which reasonably indicated that the annual renewal had been reversed.

  I have migrated my services away from WP Engine and am no longer using the platform. I continue to request early termination without further financial obligation beyond the current billing period, or a reasonable settlement to conclude this matter.
  Regards,
  
  REMOVED-REMOVED

• Initial Complaint

  Date:04/21/2026

  Type:Billing 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.

  WP Engine has been charging my REMOVEDcredit card approximately $639.60 per year for a hosting account registered under the email REMOVEDThat email was a REMOVEDWorkspace account that was permanently deactivated on May 15, 2025.Since May 15, 2025, I have had NO ability to:1. Log in to the WP Engine customer portal (login requires access to that email)2. Receive WP Engine billing notifications, invoices, or renewal warnings 3. Access WP Engine's cancellation mechanism Despite losing all access to the account for 11+ months, WP Engine has continued charging my card. I never used the hosting service after losing access.On April 21, 2026, I emailed REMOVEDand separately escalated to WP Engine leadership (CEO REMOVED, COO REMOVED, General Counsel REMOVED, CFO REMOVED, SVP Customer Success REMOVEDSouthern) demanding immediate cancellation and full refund of all charges billed after May 15, 2025. I have not yet received a REMOVEDbasis: (1) Fair Credit Billing Act (15 U.S.C. 1666 / Regulation Z, 12 C.F.R. REMOVED) WP Engine billed an account whose registered email was inaccessible, which constitutes a billing error. (2) FTC Negative Option / Click-to-Cancel Rule (16 CFR Part 425, effective January 14, 2025) requires cancellation to be as simple as sign-up; an inaccessible portal violates this. (3) WP Engine's own ToS 7.3(iv) contemplates prorated refunds when service cannot be delivered.Desired resolution:1. Immediate cancellation of the account associated with REMOVED2. Full refund of all charges billed from May 15, 2025 to the present 3. Written confirmation of both 4. Merchant block on any future charges to my Amex

  Business Response

  Date: 05/15/2026

  Dear Customer,

  Our investigation of this complaint led to our finding that you have been issued a satisfactory refund.  Although we found no evidence that we charged your card after the effective date of your cancellation, we offered you a good faith refund as a gesture of gratitude for your time with us as a customer.  Please let us know if you have any further questions.

  Thank you,

  WP Engine

• Initial Complaint

  Date:03/20/2026

  Type:Billing 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.

  WP Engine charged my personal credit card for annual services for a company I do not work for. I have attempted to reach a compromise for this charge and there is no resolution. I have tried calling in and the billing department is not available by phone, only email. I have tried via email and just get the runaround.

  Business Response

  Date: 03/31/2026

  Dear REMOVED,

  Our support team is currently working on resolving your complaint; however, we need you to verify some details on the credit card in order to move forward.  Please respond to the support ticket #REMOVEDat your earliest convenience.

  Thank you,

  WP Engine Legal

  Customer Answer

  Date: 04/04/2026

  Complaint: 24663912
  
  I am rejecting this response because:
  
  

  Despite further efforts to speak to someone and resolve this issue I have not been able to obtain a refund.  The business has asked me to verify my information every time I call, which I have, but I'm either given the runaround or ignored.

  
  Regards,
  
  REMOVED

  Customer Answer

  Date: 04/08/2026

  Complaint: 24663912
  
  I am rejecting this response because:

  I have already replied to the request to confirm my information and nothing has been done.  This is the 5th time I have confirmed these details and still no update or changes.

  Regards,
  
  REMOVED

  Customer Answer

  Date: 04/08/2026

  Complaint: 24663912
  
  I am rejecting this response because:

  I have provided the details the business asked for 5 times now and still no update or change.
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:02/28/2026

  Type:Order 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.

  This letter serves as a formal dispute regarding the services provided to our business beginning August 31, 2025.From the outset, we were charged for the entire month of August despite services only commencing at the very end of the month. We paid a total of $4,200 for what was represented as adequate website hosting and marketing support. These services were not delivered to the standard promised, nor were agreed-upon conditions properly fulfilled.Our website has since been taken offline. This action has caused significant financial loss far exceeding the approximately $2,000 currently in dispute. Shutting down our business website while demanding further payment constitutes unacceptable conduct. We consider the current situation to be coercive and damaging to our REMOVEDno time did I sign a formal contract authorizing these actions or agreeing to long-term commitments under the terms now being imposed. We therefore dispute the charges and the withholding of our digital assets.We are demanding the following, effective immediately:Full reinstatement of our website and all associated digital assets.Administrative access restored solely to our ownership.Removal of your company from any hosting, domain, or administrative control related to our website.Written confirmation that no further action will be taken to restrict our business operations.If this matter is not resolved promptly, we will pursue formal remedies, including filing disputes through our financial institution and pursuing any other legal or regulatory options available to us.We request written confirmation within five (5) business days that our website will be reinstated and access returned.We expect an immediate and professional resolution.Sincerely,

  Business Response

  Date: 03/18/2026

  Dear REMOVED, thank you for the message. We are investigating this matter and a member of our support management team will be reaching out to discuss this with you soon.

  Sincerely,

  WP Engine

• Initial Complaint

  Date:01/18/2026

  Type:Billing Issues
  Status:

  ResolvedMore 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've had nothing but problems with their billing department. This complaint is actually written because I am not able to make a payment within the online portal. Their online portal does not allow you to make a payment as Owner of the account. When I contacted their billing department, there were no clear answers and we seem to be going in a loop. I find it unacceptable to have to resort to the BBB to actually make a payment with REMOVED. Their billing department is poorly run.

  Business Response

  Date: 04/01/2026

  Dear REMOVED,

  Thank you for taking time to provide this feedback.  We are truly sorry that you had a negative experience at WP Engine.  We take these matters quite seriously and have shared your complaint with upper management for investigation and proactive steps to avoid similar outcomes in the future.  Again, thank you for taking the time.

  Sincerely,

  WP Engine

  Customer Answer

  Date: 04/01/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:12/04/2025

  Type:Billing 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.

  REMOVEDpaid an annual subscription to REMOVEDfor website hosting since 2018, always with good service. Since WP Engine acquired REMOVED, service has declined. From 27 Oct 2025, my site suffered repeated 500 errors and WP Engine did not resolve the issue despite multiple tickets.On 18 Nov 2025, my complaint was escalated to WP Engines sales team. REMOVED(sales) arranged a Zoom call on 18 Nov and promised a follow-up with a tech specialist on 20 Nov. He cancelled this meeting 55 minutes beforehand, saying more time was needed to investigate. I have had no meaningful communication or solution since.This hosting is vital for my business. On 25 Nov I migrated my website to a new host. On 1 and 2 Dec I emailed REMOVEDto cancel my plan, which renews 15 Dec 2025no reply. On 3 Dec I raised a support ticket, explaining the situation and asking for confirmation of cancellation. WP Engine replied that their terms require 30 days notice, meaning I may be charged an extra month.I believe it is unfair to be charged for an extra month (my yearly hosting plan costs $300/year which I always pay in full in advance at the start of the year) when service was not fit for purpose and I have provided 15 days notice. The renewal date is 15 Dec 2025. My site was plagued by 500 errors, harming my business, and I was left without communication or support. If WP Engine had discussed an upgrade, I would have considered it, but no one responded.I am seeking a full waiver of the extra months fee, which I believe they will take out of my account after the cancellation day, because I only gave them 15 days notice instead of 30 days notice per their terms. I have repeatedly asked for written confirmation that my subscription is cancelled as of my requested date, 15 Dec 2025 and that I will not be charged any additional payments.

  Business Response

  Date: 12/29/2025

  Dear Customer,

  We understand your frustration, and sincerely apologize for the confusion and for not handling this correctly. As of December 16th, 2025, we have closed your account, halting any further billing, and the account will be removed from our platform shortly. Please let us know if you have any questions and thank you for your time with Flywheel.

  Sincerely,

   Flywheel

• Initial Complaint

  Date:12/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 filed a notification request with WP Engine on Nov 7. At that time they informed me that cancellations must be submitted 30 days in advance and that the cancellation would go into effect on Dec 5. This is even though by this time I had completely removed all of my clients' websites an related date from their servers. WPEngine bills me $535 per month for hosting. I expected that I would get billed for the period between, Nov 29, the regular monthly invoice date, and Dec 5. They have instead billed me for another entire month on November 29 when they should only be billing me for about $110.

  Business Response

  Date: 12/29/2025

  Dear Customer, 

  The requested amount should have been refunded to you.  If this is not the case, please let us know.

  Thank you for your patience as we investigated this matter.

  Sincerely,

  WP Engine

  Customer Answer

  Date: 12/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:11/18/2025

  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.

  I have been asking REMOVEDto contact me regarding reducing my price because they are overcharging me for the plan I need. It has been over three months and I have still not received any communication from them. I have emailed Ive called and nothing has happened for almost 4 months!

  Business Response

  Date: 12/15/2025

  Hello REMOVED,

  I am sorry that you have had trouble getting in touch with us at WP Engine.  I am working with our support team and will ensure they reach out to you to discuss your account and your desire to reduce your bill.  You should be hearing from us in the next 24 hours.

  Thank you,

  WP Engine