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:04/02/2025

  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.

  Before my contract year was over, I went through the process of transferring my domain to a new provider. This was all done before my renewal of contract.I did not know this, but there is another step to officially fully cancel your account. I was billed $189 for the domain service for the entire next year without my authorization. Then when I asked for a refund I was told it was too late. I have no idea what the charges are covering since I already moved my domain to a new provider for this year.

  Business Response

  Date: 13/02/2025

  Hi ********,
  
  Thank you for contacting us, we hope to explain the sequence of events and address the concerns raised. 
  
  On January 25, 2025, we sent an email notification regarding the renewal to the primary contact on file. Weve received a request to cancel Basic Hosting with ************* on February 4, 2025. We respect the decision to move providers and are genuinely sorry to see any of our customers leave us.  Regarding a refund, unfortunately, the product is not eligible as the cancellation was submitted after the renewal and according to our terms of service, a refund is not possible. We can confirm that the service will not renew again in the future. 
  
  Wed advised that we would be happy to discuss potential discounts or alternative plans that might fit better, if price was the only concern with the service, we are also always here to support our customers if they are having trouble using their service. Moving forward, if they would like to reactivate the service and use it for the current term, we would be more than happy to action this. Our goal is to provide our customers with the best value for the investment in their hosting services.
  
  ***
  Customer Advocacy

  Customer Answer

  Date: 13/02/2025

   
  Complaint: 22897404
  
  I am rejecting this response because:  This provider has created a predatory business on keeping people locked into contracts they do not want, by making the cancellation process confusing and convoluted. 

  1) I transferred my domain away from your hosting service to a new provider on Jan 28th. (note the screenshot attached)  This is before the renewal date.

  2) I did not know that there was an extra step in the cancellation process, that was hidden deep within your website, and i did not know to do this until i engaged with your customer support.

  3) I did NOT receive any alternative plan or discount options.  The only explanation i received from customer support was "this is our policy"

  4) I do not know what I am paying for if I have already moved my service to a new provider.

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

  Business Response

  Date: 17/02/2025

  Hi ********,
  
  We would be happy to address the concerns raised. 
  
  We like to keep our customers in control of their services and because you can have different providers for hosting, domains, emails and DNS, we do not like to assume that services like hosting should be cancelled when a domain is transferred away.

  In relation to cancelling services, we aim to make it as simple as we can, having the option available anytime by logging into the customer portal. 
  Simply click on the service, turn auto renew off or view cancellation options in the Billing section. Once a cancellation request is in, we do our best to see if there is any feedback that we can take on or ways we can improve the experience moving forward however, we respect that businesses are always growing and changing and the final decision is with our customers. We are always here to support alongside this growth and do offer powerful solutions where needed.
  
  
  ***
  Customer Advocacy

  Customer Answer

  Date: 18/02/2025

   
  Complaint: 22897404
  
  I am rejecting this response because:

   

  I just want to be refunded for the 2025 Calendar year.  I did not want this service, and I was charged anyways.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/01/2025

  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 paid and renewed my hosting services with DotEasy on 10/1/24 but decided to go with another company and cancelled my services on 11/4/24. I was told I have to cancel online which I did. I also called in the same day and spoke with someone to confirm the cancellation and asked about a refund. I was told I would receive a refund once the cancellation was processed. I tried reaching out to the company a couple of times but the hold times were extremely long and had to hang up. I finally spoke with someone on Thursday, Jan. 2nd and was told I may not get a refund due to their policies and that I would have to put in a request online using the same cancellation link reference #DOT=-SMG-151-52082. I sent in a request that day and received the following email stating they will not give me a refund.Hi La ***** ********,Thank you for reaching out.Firstly, I would like to confirm that your product has been successfully canceled. Secondly, I understand you were expecting a refund. Upon checking, I see that the last paid invoice, #D2-INV-496881, for the hosting plan (Starter Hosting (****************)), was paid on October 1st, 2024, and covers the period from October 1st, 2024, to October 1st, 2025.After reviewing your request, we regret to inform you that as the cancellation was submitted after the renewal took place, the product is not eligible for a refund as per our policy.Alternatively, you have the option to reactivate your product and continue using it until October 1st, 2025. You can also use the hosting for another domain, should you prefer.Please let us know how you would like to proceed or if you have any further ************** regards,*****

  Business Response

  Date: 20/01/2025

  Hi ********!

  Thank you for reaching out about this complaint. We have reviewed the ticket, service history, and reply provided, it looks like product is cancelled.
  We are confident in our products and offer a  30-day money-back guarantee, ensuring a risk-free start to the journey with us, however in this instance a cancellation was approximately 5 months in to using the service.

  We have reopened the support ticket with customer to see if there is anything else we can help with or if there is any further feedback on how we can improve the experience. 

   

  -***, Customer Advocacy

  Customer Answer

  Date: 21/01/2025

   
  Complaint: 22771312
  
  I am rejecting this response because the response is a lie.  My account was originally purchased Oct. 25, 2016, therefore my renewal is every Oct. 25th.  I paid for renewal on Oct. 1, 2024 for ********* but decided to cancel the renewal two weeks later on Nov. 4, 2024.  Please review my original attachments provided that shows my communication with Doteasy and it's date stamped that shows I cancelled it timely and not 2 months later.  I am expecting a full refund from this company.
  
  Sincerely,
  
  La ***** Otems ********

  Business Response

  Date: 21/01/2025

  Hi ********,

  Thank you for forwarding the reply!

  We have reopened the support-ticket with the customer and have replied there as well. So far, we have reviewed the case, outlined the terms and conditions and thanked them for their feedback.
  Reviewing again, it looks like the cancellation was submitted after the renewal took place, the product is not eligible for a refund as per our policy. We did give the alternative for reactivating the product and continue using it until the end of the term or using the hosting for a different domain. 

  Customer Answer

  Date: 23/01/2025

   
  Complaint: 22771312
  
  I am rejecting this response because Doteasy has provided 2 unsatisfactory responses to my complaint.  The first response state "We are confident in our products and offer a  30-day money-back guarantee,ensuring a risk-free start to the journey with us, however in this instance a cancellation was approximately 5 months in to using the service." and the second response is "Reviewing again, it looks like the cancellation was submitted after the renewal took place, the product is not eligible for a refund as per our policy. We did give the alternative for reactivating the product and continue using it until the end of the term or using the hosting for a different domain."

  I am not interested in renewing my services with Doteasy as I have moved on to a more reputable company.  Since Doteasy offer a 30-day money back guarantee I should be awarded a refund due to the fact I cancelled within the first 2 weeks of my renewal.  They also need to provide a copy of their policy regarding no refunds because I was never told nor given any information regarding this policy.  I am still wanting my full refund since I cancelled my account 2 weeks after the renewal date of Oct. 25th.
  
  Sincerely,
  
  La ***** Otems ********

  Business Response

  Date: 04/02/2025

  Hello Again!

  Thank you again for your patience. We would like to inform you that we have now refunded the invoice and replied to the customer via support ticket.

  We have reviewed this case and the previous cases again and while our previous agents were doing their best to adhere to our policy, I have managed to the invoice refunded for you. 
  I have just processed it, so please give it a few days for the funds to clear back into your account. We will leave this case in waiting to ensure that you receive the monies. 
  
  I would like to thank you again for the time you have taken as part of this case and for the feedback provided along the way. That being the way our cancellations team handles cases and I wanted to let you know that we have indeed provided that feedback to the team, so that we can ensure all communications moving forward is as clear as possible and we always get the best outcome for our customers. 
  
  If you have any questions or followups, please let us know. 

   

  -***, Customer Advocacy
  

• Initial Complaint

  Date:02/01/2025

  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 received an email from Doteasy on December 30th, 2024 stating that my 1 year domain name purchase would have to be manually renewed by the renewal date of January 3rd, 2025 if I would like to keep it. The email clearly states it would be cancelled if I did not chose to manually renew. I chose not to renew and doteasy still went ahead and took $127.00 on December 31st, 2024 ( 4 days before the expiry. This was taken without my renewal permission, I followed the email instruction and did not sign in and give my info in order to renew. How was this done automatically when the email clearly stated it was a manual process. Now, they are making me jump through so many hoops to cancel. There is also no subscription or purchase listed under my account. This makes no sense and seems to be an illegal practise. All I want is my money back and to never give this business another dime if my hard earned money.

  Business Response

  Date: 20/01/2025

  Hi ********,

  Thank you for following up on the complaint!
  

  From our check of previous support tickets with the client, it looks like they have requested a cancellation and then refund.

  We would like to confirm that Invoice #D2-INV-674787 has been refunded as per the cancellation request submitted in ticket DOT-HAT-998-62499.

   

  -***, Customer Advocacy

  DotEasy

  
  

• Initial Complaint

  Date:16/02/2024

  Type:Product 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 cancelled service with dot-easy (not an easy thing to do). I entered a ticket on Feb. 6th requesting service for hosting and spam / email virus protection be cancelled. I was told I had to go on-line and cancel the service which I did eventually find how to do that. I received email confirmation of the cancelled services on Feb. 7th. My credit card was charged for full year of hosting and virus protection on Feb. 7th (the same day). When I called DotEasy to have the charges reversed, they said they can't do it, and that I have to follow up the ticket that I created by email. I find this to be an ********* business practice. I would like the charges to be reversed. I am a small business owner.

  Customer Answer

  Date: 27/02/2024

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

• Initial Complaint

  Date:24/07/2023

  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 made a request to cancel hosting on two domains. They did not cancel, or say they would cancel, but instead sent me an email asking why I wanted to and then described what canceling would do.I did not see this email. They sent it the next day after my request to cancel.Yesterday, they finally followed up. I saw this email and again they want to know why I am cancelling and have not cancelled the hosting as requested. My understanding is that the hosting will remain active until the current subscription expires. That is fine, but they still need to send and acknowledgement of canceling so that I am not charged again when my renewal date occurs. Why I am cancelling is none of their business, I do not want further delay in them indicating they will not charge me for a renewal. The only way they allow cancellation is via email request and I have no interest in a dialogue with them over the matter. I have explained this to them.

  Business Response

  Date: 25/07/2023

  As a responsible company, we value our customers' feedback and strive to understand their reasons whenever they make changes to their accounts, such as cancellations or downgrades. By knowing the underlying reasons, we can explore potential solutions to retain the client and meet their needs effectively. Customer satisfaction is our top priority, and we are committed to providing the best possible service.

  So, asking why our customers are making changes to their accounts is an integral part of our business philosophy. By seeking to understand their motivations, we can continuously improve our products and services to ************ to their preferences and address any concerns they may have. This customer-centric approach allows us to adapt and evolve as a company, fostering stronger relationships with our clients and ensuring their satisfaction remains at the core of what we do.

  Customer Answer

  Date: 30/07/2023

   
  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. They also cancelled the hosting that I requested.
  
  Sincerely,
  
  *********************