ComplaintsforName Hero, LLC

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  NameHero provides hosting for my website. Namehero moved my website to another server. They gave me a paltry two days notice about the move and no option to wait. I had a large online event planned but they just did not care. I worked on this event for months only to have it fail miserably thanks to NameHero's awful hosting and tech support. My site has been working or not working for 10 days now. The move has been a disaster. I do a regular online program about books, and we sell the books during the program. We also do a great deal of advertising about the program before the show. Email blasts never arrived to my *** and yahoo users-over 1/3 of my mailing list. People sometimes can or sometimes cannot order books from my website. Sometimes I get email sometimes I do not. I cannot even send email to the *** of our company. Everything that has anything to do with my site sporadically works...and when it does it is usually incredibly slow. I have been trying to get this fixed for over a week now. One tech tells me my IP is blacklisted, another told me it was whitelisted. One tech told me that my own email address (I have been testing the yahoo address by trying to send mail to myself) was invalid. I have either been given incorrect information or been ignored. It takes sometimes over a day to hear back from tech support; and when I do it is not a solution, just some incomprehensive meta speak. This is an 85 year-old business, that has a worldwide reputation. NameHero is quickly destroying my relationship with my customers and costing me a great deal of money in lost sales. They just do not seem to care at all. I have never experienced a more lackadaisical attitude from any company in my entire life. I just want my website to work like is has worked for the last decade. Why is that so hard NameHero?

  Business response

  03/31/2024

  Hello,
  Thank you for reaching out to us. I sincerely apologize for the frustrations you've experienced, and I want to assure you that I am fully aware of the situation and have been actively involved with our team to address it.

  To begin with, we have recently completed the migration of our infrastructure to our wholly owned data center in ******, ******. This has been a significant endeavor, but it brings enhanced power, redundancy, and security. Although the transition may seem inconvenient at the moment, I assure you that we are working diligently to iron out the issues, and you can look forward to improved performance very soon.

  Upon reviewing your website, I noticed that everything was migrated correctly. However, a conflict arose between mod_pagespeed and your WordPress caching plugin, causing display issues in certain browsers. For instance, while Chrome displayed your site correctly, Firefox struggled to parse the *** and JavaScript, leading to loading problems. As a result, some monitoring tools, like Uptime Robot, incorrectly reported your site as being down.

  We've since removed mod_pagespeed, and your website's stability has been restored.

  Regarding the second issue, the migration led to a surge in transactional emails, which, due to the new ** address of the **** prompted some email providers, such as ********** to place the ** on a graylist. This affected email delivery. To address this, we've connected your mail server to our secure outbound relay service, ensuring optimal email delivery reliability.

  At this point, all issues should be resolved. My team attempted to reach you several times last week for confirmation (please refer to the open ticket). Additionally, our manager ***** left a message at your office on Friday.

  Could you please respond to the ticket or return *****'s call at ************ on Monday to confirm the resolution? You are also welcome to contact me directly at *********************************.

  I deeply regret the inconvenience caused by the migration, but please know that I am here to support you and ensure a swift resolution.

  Best regards,
  *****************, Founder & CEO NameHero.com

  Customer response

  04/08/2024

  I am M *************************, Chief of Staff at ***********************************************************. in *******, **. You can ****** the shop name and see our website.

  Customer response

  04/15/2024

   
  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,
  
  M *************************

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3/15/23 charged $161.10 after already requesting cancelation of service through proper channels and receiving email receipt of cancelation. NameHero created a new invoice, after I cancelled, without my consent and charged my credit card.When I requested an immediate refund they gave me the run around. The ****************** told me I had to submit another ticket with their ********************** This ticket was trying to get me to check boxes that stated I agreed to not get refunded $19.95 for a setup fee and have to wait up to 31 days to process refund. I never agreed to any of this. They created a new invoice after I cancelled without my knowledge.

  Business response

  03/16/2024

  Hello,

  I hope this email finds you well. I am writing to address the recent unfortunate event regarding the unexpected charges to your credit card towards the renewal of your cancelled hosting plan. Being our valuable customer, infact we were trying to help you with discount offers to prevent cancellation and unfortunately, the invoice remained unpaid after cancellation of the account, which resulted in the unexpected financial inconvenience. We are conducting a thorough review of our systems and procedures to prevent similar occurrences in the future.

  Please accept my sincerest apologies for any frustration or inconvenience this might have caused you. I fully acknowledge the error, and I want to assure you that we are taking immediate steps to rectify the situation. We take matters like this seriously and have already refunded the charged amount back to customer account in full.

  Customer satisfaction is of utmost importance to us, and we are committed to providing our clients with the best possible service. If you have any further questions or concerns regarding this matter or anything else, please do not hesitate to reach out to our customer support team.Once again, we apologize for any inconvenience caused, and appreciate your understanding and patience as we work to resolve this issue promptly.

  Warm Regards,

  ****** Padma
  

  Billing & Support Manager
  ********************************

  Business response

  03/16/2024

  Hello,

  Hereby I am attaching the proof of refund for your verification.

  Once again, I apologize for any inconvenience caused, and I genuinely appreciate your understanding and patience as we work to resolve this issue promptly.

  Best Regards,
  ****** Padma
  Billing & Support Manager
  
  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I dealt with NameHero for six years. The charges were fairly stable. Until now.This year they jacked up the fees for my hosting package as shown below. They only gave me 4 days to respond to more than a 200% increase in hosting fees. I rushed to move everything to a new service so I could cancel the NameHero account before they charged me this giant increase. 2017-2018$382.80 Hosting and domain fees for 2 years 2019-2020$229.68 2021-2022$382.80 2023-2024 $ ******** **209% Increase** (Includes 2 yr domain renewal)If I had known the massive increase they had in store, I would not have renewed that domain name that they charged a week early before I was aware of their plan. I would drop it and let it expire.Remaining Problem: In October 2022, NameHero solicited advance deposits from customers, promising to partly match the deposits if we would send in advances. With the stable fees in the past, I wasn't worried about depositing some money to get a match. The promotion promised we could save up to 50% off service renewal if we sent in a deposit. I sent in a $250.00 deposit with the understanding that they would partially match that. So the return for me was a match on my deposit if I renewed. The promotion did not say the deposit would be theirs to keep if I didn't renew. It said the amount "can be used" against renewals. It showed up as a credit on my account on the recent invoice. When I decided to cancel my account due to the cost increase, I asked for the $250.00 deposit back. I did not request nor expect the full credit with the match just the deposit I had sent them which they were reflecting as a credit on my account. They refused to refund the advance deposit. Even though they had provided no service for that money, they decided they were going to keep it. They just said they had a policy that it was now non-refundable.I want my $250.00 deposit refunded, please. I have emailed them multiple times about this.

  Business response

  04/21/2023

  Dear *****,

  I hope this message finds you well. My name is *****************, and I am the founder and CEO of NameHero. I want to personally address the concerns you've raised in your BBB complaint, and I appreciate you taking the time to share your experience with us.

  First and foremost, I apologize for any confusion or inconvenience that our recent pricing changes may have caused. As you may be aware, since 2019, cPanel has implemented massive price increases, which have significantly impacted the web hosting industry. We have absorbed these additional costs for as long as possible; however, the recent 20% increase in cPanel fees this past December has forced us to adjust our pricing structure. I understand that the increase in fees for your hosting package may have come as a surprise, and I am truly sorry for any inconvenience this may have caused you.

  Regarding the advance deposit promotion, I acknowledge that the communication might not have been as clear as it should have been. I apologize for any misunderstanding this may have caused, and I appreciate your feedback as it helps us improve our communication and services for all customers.

  In light of the concerns you have raised, I wanted to let you know that we have already processed the refund of your $250.00 advance deposit. The refund was issued via PayPal, and you should see the funds returned to your account shortly, if not already.

  Once again, I apologize for any inconvenience and frustration this situation has caused. Our primary goal at NameHero is to ensure our customers are satisfied with the service we provide. We value your business and are committed to making this right for you.

  If you have any further questions or concerns, please do not hesitate to reach out to me personally. I am here to help.

  Best regards,
  ***************** Founder and CEO NameHero

  Customer response

  04/21/2023

   
  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.

  It's a shame that this couldn't have been resolved as a result of the multiple emails sent before the complaint was filed.

  However, I appreciate the quick resolution.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I inadvertently chose the wrong product, but I abandoned my cart. I made another purchase for a client, which was correct, but I received an email with an attached invoice and saw that they had debited my bank account for $500.10, which doesn't even match the invoice. I immediately opened a ticket, and after going back and forth via chat and email, they refused to refund my money and now my business account is overdrawn, so I can't even operate my small business.

  Business response

  03/15/2023

  Hello,

   

  Based on records received to me, the customer had accidentally generated a $500 'add funds' invoice and was debited for the amount via our billing system.  Upon learning of the incident (1-star review at SiteJabber) - I immediately took action myself to return the funds.  

   

  I believe there was some initial confusion on what had happened in this situation, but I do believe at this point the situation has been rectified.

   

  We kindly ask the customer to reach out to me directly, ***************************** if there is still further confusion on the refund confirmation.

   

  Thank you,

   

  *****************, Founder/CEO NameHero.com

  Customer response

  03/15/2023

   
  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. The founder was very gracious and he stepped in solved the issue.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 3-3-23 I tried to log in to my name hero VPS account. It was then that I realized that my account had been suspended. One of my accounts had been hacked and there were repeated claims of abuse on that account along with a substantial amount of malware. Once I was aware of this I immediately contacted support. I then realized they had tried to email me the day before but I had not checked my email until l today (3-3-23). when I was given the option to delete the infected account and purchase security for my server and I agreed that would be the best option. I asked for help in doing this. That is when all communication stopped and my support ticket status has remained in the abuse department for (as of the writing of this complaint) 8 hours. I have asked for updates, and those requests have gone ignored. I've asked live chat for help and they just tell me my ticket is in the abuse department and someone will be working on it soon. The problem I face is, I run a web design business. Several of my clients get their web hosting through me. When my server was suspended, their websites went down. After waiting with no response I was forced to find another hosting provider and restore the websites I had backups of. (all but one website had backups). if it is possible to get that one website, I will move on and go on about my business. But it's sad that I've been a loyal customer for 5 years straight and I've been treated so badly.

  Business response

  03/04/2023

  Hello,
  
  
  
  I am *****************, the Founder and CEO of NameHero.com.
  
  
  
  On Thursday, March 2, 2023 we were made aware by ********, a global Cybercrime/security firm, of illegal content being hosted on this user's account:
  
  Hello, We have discovered a malicious web shell being hosted on your network: hxxp://leameanadavis[.]com/alfa-***.php ***************] Web shells are scripts that attackers upload to compromised web-servers in order to gain remote access. When accessed using a web browser, web shells can allow attackers to upload files, execute arbitrary commands on the server, and send spam. Web shells are often used to create phishing or malware attacks on the compromised server. Attackers often attempt to disguise web shells as benign pages. Common techniques include returning a fake 404 page and making the web shell input fields on the page invisible. Please check the attacker is not attempting to hide the web shell before dismissing this report. More information about the detected issue is provided at ******************************************* Many thanks, Netcraft Phone: ***************** Fax: ***************** Netcraft Issue Number: 40035312
  
  
  
  We provided the following suggestions:
  
  1. Change all account related password to strongest one, including your cPanel, FTP and email passwords. 2. Do not store passwords in browser, as it is extremely harmful if your local machine ever gets infected by any virus / malware. 3. Thoroughly scan your local computer / PC for malicious scripts using antivirus program. I personally usually recommend ESET malware and antivirus scanner as available at www.eset.com/us/home/online-scanner/ . However you are free to use your preferred virus / malware scanner. 4. Optimize website code/database queries. 5. Make sure that you are always installing applications/themes/plugins etc from authorized resources. 6. Update any application installed to the latest stable version. 7. Remove unwanted scripts/plugins/addon installed. 8. Upgrade scripts/plugins/addon installed to the latest stable version. 9. Install web application firewalls such as ************************************* or Wordfence
  
  
  
  On March 3rd, Netcraft made us aware the attack was still on-going.
  
  
  
  Currently, I am having my abuse and security team look into the issue further, but we will have to ensure the illegal content/activity has been stopped.
  
  
  
  Thank you,
  
  
  
  ****
  
  

• Initial Complaint

  11/05/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was unable to use the service of Name Hero for my blog and requested a full refund. They would not grant a request instead a credit. I do not use their service and a credit will not suffice.

  Business response

  11/06/2021

  Dear customer,

   

  Your order was outside our 30-day money back guarantee, as agreed to upon purchase (https://www.namehero.com/legal/payment-policy) but we have made an exception and provided the requested refund.

   

  Best regards,

   

  ****

  Customer response

  11/06/2021

  
  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,
  
  ****** *******

*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. ↩