Public Mediation

My Claim vs. Hostgator.Com

T. M. vs. Hostgator.Com Llc
5005 Mitchelldale St Ste 100, Houston, Texas, 77092-7244, United States
Amount Involved: $31.95
    • Claimant Seeks: View.
    • Claim #: 2372578
    • Amount Involved: 31.95
    • Filed On: Mar 04, 2016
    • Posted On: Mar 15, 2016
    • Complaint(s):
      • Bad business practices
      • Customer service runarounds
      • "I just feel ripped off."
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"I was a customer of Hostgator for over 6 years. On February, 2016 I paid Hostgator $31.95 for hosting services. On February 16th Hostgator received the payment and then informed me that they had to close down all of my websites because the sites had a Malware and that I needed to use their siteblocker company and pay an additional $49 per month to have the malware removed in order for them to put the sites back up.

It seems suspicious that all of my sites were infected with a Malware that required me to use their partner company to removed.

I contacted Hostgator to cancel the account and requested that they refund my money, especially since the sites were taken down. Hostgator refused to issue a refund stating that It's not their problem that I want to cancel the account.

I have requested a refund for service not used."
...
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Additional Communication Between Claimant and Hostgator.Com Llc Hide
  • Mar 18, 2016, HostGator.com LLC (responding party) added:

  • Greetings,

    We were very sorry to hear Ms. Morris has decided to cancel her account after so many years and we definitely appreciate this chance to clarify a few points. First, while we do recommend our partner SiteLock for assistance with malware removal, we do not require that our customers use this company as our customers are more than welcome to use any service if they find a more affordable price elsewhere. We've reviewed the e-mail communication to see if the language appeared to state only SiteLock could be used but we have not found any evidence of such language.

    We've also attempted to reach Ms. Morris both via phone and e-mail to go over this in more detail but unfortunately reached voicemail and have not heard back on our e-mail. Regardless, we've gone ahead and refunded the most recent payment towards the web hosting package ($16.95) however the additional $15.00 was for the renewal of the related domain registration. Although these renewals are non-refundable as the domain is immediately renewed for 1 year, due to Ms. Morris' time with us, its certainly not a problem to go ahead and issue the refund once we have her confirmation that she no longer wants the domain registered in her name.

    If she could please reply back to our e-mail when she has a chance we'll be glad to finalize that refund but if that message was not received for any reason, our management can also be reached via feedback@hostgator.com where we ask that she please references ticket PHG-42827231.

What Claimant Wants Hide
1. Refund: hosting services Mar 19, 2016 $31.95
2. Other – Pay for claim posting cost Mar 19, 2016 $7.99
3. Other – Physical delivery charges Mar 19, 2016 $2.99
Cash total : $42.93
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:

  • "Ms. Morris has filed this complaint with multiple consumer protection agencies. As the initial complaint was made via the BBB, we will proceed there and will not be using multiple organizations to moderate the same complaint. "

This claim will remain posted until resolved.

  • 0
Do you agree with the respondent’s Response?  (If you are a party to this claim, click here.)
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