Business Profile

Web Hosting

InMotion Hosting, Inc.

Complaints

This profile includes complaints for InMotion Hosting, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

17 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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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:12/31/2024
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.
**Subject:** Complaint Regarding Unauthorized Credit Card Charge by InMotion Hosting I am submitting this complaint regarding an unauthorized credit card charge by InMotion Hosting, despite my prior cancellation of their services and assurances that my financial information had been removed from their system. On December 27th, 2024, I received confirmation from InMotion Hostings representative (**** AL) that my account was canceled, my credit card information was removed, and my hosting plan had been suspended. The representative stated: > The hosting plan has been canceled out and suspended at this time. I have also removed the credit card on file so there is no card on file anymore. I considered the matter resolved. However, on December 30th, 2024, my credit card company informed me that InMotion Hosting had charged my card $27.99. This charge was unauthorized, as: 1. My account had already been canceled. 2. My subscriptions were deleted. 3. I was assured that my credit card information had been removed from the system. Furthermore, I received an email from ********************************** claiming: > Per your request, a refund has been issued in the amount of $27.99 USD on the credit card ending in ****. I never made any such payment or refund request. This charge was made unilaterally by InMotion Hosting after my account was closed and my financial information was supposed to have been deleted. I am requesting the BBBs assistance in resolving the following issues with InMotion Hosting: 1. A detailed explanation of why and how this charge occurred after my account was cancelled and my credit card information was supposedly removed. 2. Assurance that no further charges will be made to my credit card. 3. Confirmation that my financial information has been permanently and securely removed from InMotion Hostings system. I appreciate the BBBs assistance in holding InMotion Hosting accountable for their actions.
Business Response
Date: 01/06/2025
Hello *******,
Thank you for contacting us, and we look forward to assisting you. After review of your account and our payment processing system, the last charge that occurred on your account was on December 3, 2024 for $45.49 to a **** ending in 9019. This charge was posted on December 3, 2024 and settled on December 5, 2024. After your contact with us on Saturday, December 28, 2024 (8:29:23 AM ET) our team member canceled your account as requested, including removing the credit card on file ending in 9019.

Unfortunately, it was not communicated with you during this chat that your account was being reviewed by our **************** team for a potential refund. This is automatically processed for every cancellation that is initiated on behalf of a customer. As you were within the refund window for your hosting plan cancellation, on December 30, 2024 a refund for $27.99 was issued back to the card the charge originated from. Removing your credit card from your account on December 28, 2024 ensured no further charges could take place, but a refund was still able to be processed as the reversal went directly to our payment processor.
At this time your account is fully closed, and you will receive no further billing. Again, we apologize for the confusion or any inconvenience caused.
Best Regards
InMotion Hosting ****************
Initial Complaint
Date:12/06/2024
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.
We have been loyal customers of ********************** for the past 17 years, running a VPS-1000 plan. Recently, our plan was downgraded to R-1000N at a cost of $71.88 per year, which was charged on November 12, 2024.However, on November 26, 2024, we were incorrectly charged $408.74 USD for the previous VPS-1000 plan. While this charge was refunded, the hosting service was suspended as a result. This disruption caused us to lose all the websites we were hosting. As a result, we have received numerous complaints from our customers in ***********, **********, and *******, impacting our business reputation.Additionally, the refund of $408.74 USD incurred an exchange rate penalty of approximately 30%, adding to our financial losses.Resolution Sought:We are seeking:A full refund to cover the exchange rate penalty incurred due to the erroneous charge.Immediate restoration of our hosting service and access to our websites and data.A fair and transparent pricing structure moving ********** long-term customers, we are disappointed with the handling of this matter and hope for a swift resolution.
Business Response
Date: 12/14/2024
Hello *****,

We sincerely apologize for the frustration with your recent interactions with our Support Team. As a company that prides itself on customer service and technical ability, it is clear that we did not meet our normal high standards and will be reviewing the matter for opportunities to improve.

After the cancellation of your VPS in your ****************** Panel on November 26th, when you contacted us December 1st, our initial assessment of your account was deemed incorrect, and your data showed as inaccessible. Upon deeper review with other members of management, we were able to both locate your data and bring your account active, but also re-instate your VPS-1000HA-S.

You should have received an email from our **************** Team stating how we would like to apply 6 months of hosting to your plan as a credit for the poor experience, extending your renewal date from November 11, 2024 to May 11, 2025. Also, if you have any other questions or assistance, please respond directly to their email and our management team will work with you to reach any desired resolution within their power.

Again, we are sorry for frustration.

Best Regard,
InMotion Hosting **************** Team
Customer Answer
Date: 12/18/2024

Complaint: 22624049

Thank you for your response and for acknowledging the issues I experienced. However, I must reject the proposed resolution, as I no longer require the **** which lies at the core of this matter.
Your team accepted my request for a downgrade and subsequently failed to honour our written agreement. You have subsequently charged me $408.74 USD resulting a penalty on my CC due to the exchange rate. This also forced me to take emergency action to cancel the **** resulting in significant disruption to the websites hosted on the account.

Furthermore, after failing to properly recognize the issue and its gravity, your team unsucessfully reinstated the servers and left us ex comunicado for hours and days. This resulted in database connectivity issues and potential security vulnerabilities, further exacerbating the problem.
To address the financial and operational impact of these events, including the numerous hours lost and the refunds issued to my customers, we are requesting the following:
-A lump sum payment of $500 USD
-One year of shared hosting at no cost as a gesture of goodwill for the inconvenience caused

I trust that your management team will recognize the gravity of this situation and work with us to reach an equitable resolution. I also hope your team understands that, as Canadian citizens, we are legally limited to requesting no more than $500 USD in compensation. Our customers are based in the ***

Sincerely,

***** **************
Business Response
Date: 01/06/2025
Hello *****,
After reviewing the situation, we regret to inform you that we are unable to provide the requested resolution due to the following factors:
     1. Compatibility and Security Review:
          a. All downgrade requests undergo a review by our ********************** team to ensure compatibility and security.
          b.The request to downgrade from ***-1000HA-S to R-1000N was reviewed and canceled on the same day (November 12th) due to identified security vulnerabilities. These vulnerabilities could pose risks to
             other customers in a shared environment like a Reseller server.
     2. *** Renewal Process:
          a. As the downgrade request was canceled, the standard renewal for the *** occurred on November 25th.
          b. Notifications regarding the renewal were sent on September 27th and again on November 11th, providing ample time for adjustments if necessary.

     3. Customer Actions Post-Renewal:
         a. The *** was canceled in AMP by you on November 26th, which led to your websites being taken offline.
         b. Subsequently, you purchased a new R-1000N plan on December 2nd; however, no associated files were included due to the prior *** cancellation.
         c, We re-created the canceled *** on December 9th. The *** is currently active, pending your further instructions.

In light of these circumstances, we can offer the following resolutions:
     1. 6-Month Credit on R-1000N: To assist with the transition, weve offered a six-month credit for the R-1000N plan, and move the files currently on the restored *** or;
     2. Upgrade to *** 4vCPU: We upgrade you to our *** 4vCPU for enhanced performance and scalability with the first 6 months free.

We remain committed to assisting you and urge you to confirm your preferred next steps. Should you choose to accept either of the above offers, we can begin implementing the chosen solution immediately.
Thank you for your understanding, and we look forward to resolving this matter promptly.

Best ***************************************************
Customer Answer
Date: 01/06/2025

Complaint: 22624049

I am rejecting this response because:
It does not resolve my issue.

Sincerely,

***** **************
Business Response
Date: 01/13/2025
Hello *****,

We understand your frustration. After reviewing the issues again, our records display that we did not cause your situation. Specifically:
     -We contacted you but you did not respond in a timely manner to our instructions to update your software.
     -You (not us) initiated the cancellation of your *** hosting service.
     -You did not maintain a backup of your files as recommended per our Universal Terms of Service.
Despite these circumstances (which were not our fault), as a gesture of goodwill (and not required), we took steps to restore the *** you had cancelled.
To ensure you believe we addressed your concerns, we invite you to provide any additional information or clarification that supports your belief that we were somehow at fault. Should new information come to light, we will gladly reconsider the matter.
Absent such evidence, our initial assessment remains unchanged, and the previously provided resolution offers remain open for the remainder of this week. We remain committed to providing transparent and professional service and thank you for your understanding.
Best Regards,

InMotion Hosting Legal Department
Initial Complaint
Date:10/25/2024
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.
on October 6th, 2024 I paid $258.94 for Reseller Hosting Services (RECIEPT - IMH-414-*******-1) for R-3000N Plan for a 6 month period. Everything was going good until this morning, October 25th 2024, when I sign on to give access to 2 of my employees who have been working on the project and to my surprise my website displayed a "suspended" page (**********************), and i could not login to my inmotion hosting account panel. I immediately attempted to contact inmotion via Phone but nobody answered the phone. I then contacted inmotion through live chat and was connected to an inmotion employee "****** F", who immediately disconnected the conversation. I then again contacted them through live chat and was connected to a "****** G" who after verifying I was the account holder had said I was suspended due to there being a supposed chargeback on my original payment. I then provided documentation proving they were wrong and even had my financial institution contact inmotions billing department directly and told them my payment had NOT been reversed and they still refused to reinstate my services. Then they had the nerve to ask me to pay a $50 "reinstatement fee". This is obviously extortion, they suspended my services for a proven to be false pretense, then demanded I pay them to reinstate my services which shouldnt have been suspended in the first place? I will attach my full conversation with ****** G to this complaint and the reciept for my original payment as well as confirmation from my bank that proves inmotion was wrong. I have put almost $1000 into this project so far and they are denying me access to any of my files and causing a complete disruption to my business, and trying to extort me to continue to recieve services *** already paid for. My next step will be filing a civil suit in ******** if BBB cant resolve this.
Business Response
Date: 11/05/2024
We have reviewed recent chargeback on your account has been confirmed with our financial institution as a reported fraudulent charge. Our records show that your financial institution notified accordingly of the claim that the charge for your hosting service was fraudulent and authorized by the card holder.

To fully resolve this issue and clear the chargeback with our payment provider, your financial institution will need to process a chargeback reversal. This action is necessary to clear the chargeback from your account with us. Please note that contacting our billing department alone will not resolve the matter. The reversal process must be completed through the charge status change from fraud to confirmed payment.

If you choose not to pursue a reversal with your financial institution, an alternative option is available. You may settle the balance by repaying the original service amount plus the chargeback fee, which is $50 USD. that we incur from our payment processor for accepting a fraudulent charge.

Customer Service Team.
Customer Answer
Date: 11/05/2024

Complaint: 22472766

I am rejecting this response because: it's utterly ridiculous and they are still campaigning on their original lie
Sincerely,

Granitehost Llc
Business Response
Date: 11/21/2024
Hello,

We are sorry if you believe the chargeback is invalid or made in error, we recommend taking the following steps to resolve the matter:

    1. Contact Your Financial Institution:
    Since chargebacks are initiated through your financial institution, we encourage you to contact them directly to discuss your concerns. They may provide additional information or allow you to dispute the chargeback on your end.

    2. Request a Chargeback Reversal:
    If your financial institution confirms the chargeback was an error or unauthorized, they can initiate a chargeback reversal. This action will clear the chargeback from our payment processors records and resolve the issue.

Unfortunately, we are unable to resolve chargebacks directly, as the process is managed by your financial institution and our payment processor. Calling our billing department cannot clear the chargebackonly a reversal from your bank can resolve the matter entirely.

Alternatively, if you prefer not to pursue a reversal, you may repay the original service amount plus the chargeback fee assessed by our payment processor to settle the matter.

Please let us know how you wish to proceed, and feel free to share any additional details or documentation that may assist in expediting the resolution.

Best Regards,
InMotion Hosting ****************
Initial Complaint
Date:10/08/2024
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 had been with this company from ********* for about 5 yrs. They told me I had violated their policy by keeping backup on their site. I was not given a copy of the policy nor do I remember signing a policy after 5 yrs. They suspended my account for *******. When I erased some files on the server. They kept telling me I had more files in a different location I was not aware of and didn't know how to get to. They closed the cpanel so I could not access my files and took away the wordpress plug-in so I could not back up my files. I'm switching my website to another site and they closed down the cpanel again a 2nd time and gave me 4 days to access it. They haven't given me my refund of $95.88. I feel I should get my full refund since I could not use or access my account. I feel they are harrassing me because I am a black owned Christian website. They have been very rude, disrespectful and controlling in their email and I even had a *** laugh on the phone when I was trying to resolve these problems. I need them to open the cpanel and give me a copy of my files. This company should not be in business as they do not know how to treat customers.
Business Response
Date: 10/16/2024
Hello ********,

First and foremost, we would like to sincerely apologize for the frustration and inconvenience you've experienced regarding the recent suspension of your account.

Upon reviewing your case, we identified and had advised you that the suspension was due to a violation of our Hosting Agreement which can be located at ******************************************************************************. Outlined under section 4.5.8, customers are expected to maintain separate backup copies of their content outside of our servers. This was part of the terms agreed upon when you signed up for your hosting services.

Upon review of your account, we do show were it has been unsuspended again, and you now have access to your data. This will allow you time to move your content to another hosting platform like you requested. Should you need any assistance with this process, please do not hesitate to contact our Support Team, they are here to help make this as smooth as possible.

Regarding your refund request, unfortunately, we would not be honor your request. We have already processed a partial refund for the unused time on your account. We are unable to provide a full refund as per our service terms.

We understand how challenging this situation has been and truly appreciate your understanding. Please don't hesitate to reach out if you have any questions or need further assistance.

InMotion Hosting **************** Team
Customer Answer
Date: 10/19/2024

Complaint: 22395611

I am rejecting this response because: I never received a copy of the terms of agreement. And I never received copies of my backup files from the copy. When I was able to get backup copies the new hosting company was locked out of my account and could not migrate my website. If you are so considered about me being frustrated this problem then this would not have happened. I also had to get a backup copy of my files that now have been giving me a error message when I try to save it. So if you would like to help me out give me a copy of my backup files and stop giving me 4 days to copy it when it has an error message. You can still process the remaining $19.97 remaining on my refund your company just chooses not to do it.

Sincerely,

******** *******
Business Response
Date: 10/31/2024
Hello ********,

We are sorry for any frustrations you may have over the suspension of your service.

When you signed up for your service, you had to check a box that advised that you had read the online terms of service prior to continuing on to the payment portion of the order process. The terms are available online at ******************************************************************.

As for the refund and time to access your files, we have spoken with senior management and they have processed the refund for the $19.97 remaining on your account. They have also unsuspended your service until November 12, 2024 to allow you to access to your files for downloading. If your require assistance with downloading the files you can contact our Support Team at ************, by email at *********************************** or by chat at **************************.

We wish you the best with your new hosting company.

InMotion Hosting *****************
Initial Complaint
Date:10/02/2024
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.
Support ticket has been open for a full month with no progress and no responses from their support team after repeated emails.Our plan with them should have been updated and we are owed a refund as they never changed the plan version.
Business Response
Date: 10/11/2024
Hello *******,

Thank you for contacting us. I am very sorry to learn of the recent frustration that you have experienced and that our teams have been delayed in assisting you to resolve these problems. As a company that strives to set the industry standard for customer service and technical support, it is clear that we have not delivered on this ************** this time, we've had one of our senior technicians review your request and complete your clone of ********* to *************. As such, the files are in the /home/************* directory and the server now has 26GB of disk space free.

If any further assistance is needed, please respond directly to ticket #*******, as our Management team will be monitoring it until your concerns are resolved.

Best Regards,
InMotion Hosting ****************
Customer Answer
Date: 10/15/2024

Complaint: 22365804

I am rejecting this response because: While the cloning has been resolved, we do still have the open issue related to billing. Please see ****** response to ticket #******* regarding the current plan and pricing.

Sincerely,

******* ******
Business Response
Date: 10/30/2024
Hello *******,

We are sorry for the frustrations this has caused you. A review of your account shows that a 2 month extension has been put on the account as you were looking to move to a new provider. We have had discussion with senior management in regard to your account and would like to provide a solution to the matter.

What we would do is leave the current 2 month extension on your account. On top of this extension, we would add 3 and half months more to the account, taking your renewal out to the middle of March 2025. This 3 1/2 month extension would be the difference between your current old plan and the cost of current VPS 8vCPU plan. Your plan would be left on the VPS2000 until you reach your next renewal date. At which time you would only need to use the change plan tool located in your ****************** Panel (AMP) to change your account to the new plan and be charged the current rate for our service you select.

If you would like to implement this change, please email *********************************************** and we will coordinate with **************** to have the extension added to your account.

We hope this will resolve all the issues that you currently have.

InMotion Hosting ****************.
Customer Answer
Date: 10/31/2024

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:09/20/2024
Type:Service or Repair 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.
InMotion Hosting has caused a major loss in business and finances for me. They started having trouble in July 2024 when an upgrade caused a massive issue across servers. After weeks and weeks of trying to get help a supervisor finally arranged for a server move. The server move happened over a week ago and it has been a nightmare. The supervisor team will tell their agents to refuse calls and chats. It's nearly impossible to speak with senior leadership. When I did, I was promised false resolutions on multiple occasions. I am now stuck with a loss of data of my customers and my business operations, having to piece together billing and support history - I have weeks or more time to get this resolved all while hurting my brand due to services being offline. I've begged for their support in getting a resolution, hours and day or more go by and they've only made the situation worse. I have DNS issues that are being ignored, loss of data, continued down time and more. Management always has an excuse that some massive issue has ensued and they will ignore calls, chats, tickets, etc. I am at a huge loss here.
Business Response
Date: 09/26/2024
Hello ****,
Thank you for contacting us. We are very sorry to learn of the recent frustration that you have experienced and that our teams have been unable to resolve these problems. As a company that strives to set the industry standard for customer service and technical support, it is clear that we have not delivered on this expectation. We are actively working on improving our response times, and apologize for the inconvenience in regards to your wait. Our Supervisor team is working to resolve issues discussed on your call with you on 9/24 and hope to have a answer for you shortly. If this is something our support team is unable to solve, we'd be happy to offer complimentary Managed Hosting time as well to resolve these ongoing problems.

Again, we sincerely apologize for any frustrations and inconvenience this has caused for you. We do truly appreciate your business and value your feedback. We are sorry that you have not been pleased with your recent interactions with us; however, if there is anything that we can assist you with, please let us know.
Customer Answer
Date: 09/30/2024

Complaint: 22307007

I am rejecting this response because:
These issues are ongoing from July 2024. Every time I am told a resolution is being worked on, staffing issues arise - further delaying responses and rejected calls by management. This has happened multiple times and Im still awaiting the account issues to be resolved. Ive lost data and money from all of this with little concern from ***. This case will be updated if/when *** successfully resolves the issues.
Business Response
Date: 10/11/2024
Hello ****,

We're sorry to hear about the continued delay in resolving this issue, but hope to assist. After review of your account with our Managed Hosting team, we were able to confirm that at this time, it appears that all DNS issues have been resolved (problem was determined to be with glue records held with registrar). Additionally, we've updated all ***************** in SOAs to ******************* as requested. Lastly, updates were made to resolve remaining cron issues. We hope these recent changes will alleviate the ongoing problems you've experienced, but if for any reason you find you still need assistance, please let us know.

InMotion ****************
Customer Answer
Date: 10/11/2024

Complaint: 22307007

I am rejecting this response because:
I am still waiting for Kaecy to respond and for a resolution of the account compensation which needs to be discussed and agreed upon due to the downtime of service, difficulty and working towards a resolution, and several other factors. The new server is having continued downtime as well.
Sincerely,

**** B
Business Response
Date: 10/24/2024
Hello ****,

We wanted to let you know that we will be following up with the supervisor Kaecy G regarding your compensation request. In most cases compensation will wait until the issue is resolve so as to reviews everything that took place and takes in to account downtime and other factors. In the meantime, we see that you're still working with the Support Team to resolve your issues, and we encourage you to continue down that path as the supervisor reviews everything.

We appreciate your patience, and we'll keep you updated as things progress.

InMotion Hosting **************** Team
Customer Answer
Date: 10/27/2024

Complaint: 22307007

I am rejecting this response because:
Still waiting for a resolution. The last call was cancelled again and I gave since reached out requesting a follow up to resolve this issue.

Note: the new server is having a ton of issue, requiring frequent reboots, sometimes a few times a day

Sincerely,

**** B
Business Response
Date: 11/18/2024
Hello ****,

We again are sorry that contacting you has been an issue. We have been advised that you were able to speak with the supervisor that was handling your complaint and were able to come to a resolution regarding compensation.

We again sorry for any frustration you may have experienced, but are glad we could reach a ending that suited your needs.

InMotion Hosting *****************
Initial Complaint
Date:08/14/2024
Type:Service or Repair 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.
We moved our hosting to inmotion and since our move there have been nothing but problems. Sites that were working are no longer working. For some odd reason they set up 2 cpanels for one account which may be creating part of the conflict. I was just told we are on an operating system they don't fully support and they can't tell me why they used that operating system if they don't support it. I'm spending more time on with support correcting issues because the sites are down 20-30% of the time. They are blaming the sites but they worked 100% of the time before we moved to inmotion. This is supposed to be a managed hosting with support but I'm not getting support just excuses
Business Response
Date: 08/22/2024
Hello ******,

We are sorry to hear about the issues you have been experiencing since your move to our hosting services.

Our Advanced Products Support Team reviewed your account and made a few changes to assist with your issues.
     Access-Logs Correction: The soft-link for access logs was pointing to an incorrect path. This has been updated to the correct path.
     Error Log Review: The error logs were checked, and a few minor issues were resolved in the wp-config files, such as ensuring WP _DEBUG, was correctly placed above the wp-settings.php to avoid errors.
     Word WordPress Integrity Checks: All WordPress websites were reviewed, and their checksums were verified to ensure there were no issues.
     Email Functionality Testing: Test email accounts were created for the four domains hosted with us, and both sending and receiving functions were tested successfully.
     DMARC Records Addition: We added DMARC records for spinnakerpromos.com and travelsweepsai.com to enhance email security.
     System Updates: All necessary system updates were reviewed and completed if necessary to maintain optimal performance.
We hope these steps we have taken help to resolve all your issues and allow you to enjoy your future with us.

For the frustrations that you may have experienced, we are providing you with 3 free months of hosting which have been applied to your account.

If you have any other issues or concerns, please reply to the email sent to you and we will be more than happy to help.

Best regards,
InMotion Hosting Customer Service.
Initial Complaint
Date:06/12/2024
Type:Customer Service 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.
The tech-support available at In Motion Hosting has become extremely slow. I called the tech-support line and requested a call back and after even 2 1/2 hours did not receive a call. I called to bring this to the attention of the company and waited on hold for over 16 minutes. I then asked to speak to a supervisor in the billing department. I spoke to supervisor named ****, who proceeded to reprimand me about my lack of patience and that for hours waiting on hold or for a callback is not unreasonable. When I asked him if 2 1/2 hours was an unreasonable amount of time to wait for a call back he very smugly told me actually it's four hours. I need to hear from somebody from the administration from this company. I pay for hosting I should get reasonable tech-support.
Business Response
Date: 06/17/2024
Hello ****,

Thank you for contacting us.

We are very sorry to learn of the recent frustration that you have experienced in regards to long hold times and difficulties reaching our Technical Support team. As a company that strives to set the industry standard for customer service, it is clear that we have not delivered on this expectation. We appreciate you taking the time to speak to one of our managers, ******, to assist in receiving your feedback so that we can make improvements and work with our team internally to ensure our customers are receiving the levels of service we expect.

Again, We'd like to sincerely apologize for the extended wait times; while these wait times are not normal for us, we have had an increase in volume recently in May that we are actively working to meet with an increase of Support Technicians.

We thank you again for your patience as we work to correct this and expand our team to provide you with the service we are known for.

Best Regards,

InMotion Hosting
Customer Answer
Date: 06/18/2024

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.
Thank you to ****** for his patience and understanding and taking the time to contact me by phone.
Sincerely,

*********************
Initial Complaint
Date:01/30/2024
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.
To Whom It May ********* am writing to formally lodge a complaint against InMotion Hosting due to unresolved issues related to the cancellation of my account and inquiries regarding refunds for unused services. Despite my efforts to resolve this matter directly with InMotion Hosting, my attempts have been met with a lack of response, leading to unnecessary inconvenience and potential for unwarranted charges.Details of the Complaint:Initial Contact: My initial communication with InMotion Hosting was made in October 2023, where I requested the cancellation of any further charges on my account and sought information on potential refunds for services not utilized.Lack of Response: To this date, I have not received any acknowledgment or response to my request, despite multiple follow-up attempts.Requested Resolution: I am seeking an immediate update on the status of my account cancellation and a clear explanation of InMotion Hosting's refund policy as it pertains to my case.Urgency of Resolution:This issue requires urgent attention to prevent further misunderstandings and to ensure that I am not subjected to unnecessary charges. I had set a deadline for a satisfactory resolution by Monday, January 22, ****, which has regrettably passed without any communication from InMotion Hosting.Further Actions:In the absence of a timely and satisfactory resolution, I am prepared to escalate this matter by contacting the ********** ********** of ******** Affairs and may consider obtaining legal counsel to explore my options.Conclusion:I urge the Better Business Bureau to facilitate a prompt dialogue between myself and InMotion Hosting to resolve this matter expediently. I appreciate your attention to this complaint and look forward to a resolution that rectifies the issues I have faced.Sincerely,*************************
Business Response
Date: 02/05/2024
Hello *****,
Are ************* Team has reached out to left a voicemail on the phone number we have on file, as well as sent an email to the address we have on file in regard to your cancellation and refund. If you can please look for these and communicate back with them, they are happy to review your account and help with processing the cancellation.
We are sorry for any inconvenience this may have caused, and hope to work with your to resolve the matter quickly.
Best Regards,

InMotion Hosting Legal Department
Initial Complaint
Date:12/08/2023
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 purchased a webhosting service that has been broken for over a week. This is a business account that cannot successfully send emails to yahoo, ************ and other well established web mail services.
Business Response
Date: 12/18/2023
We sincerely apologize for any inconvenience you may have experienced, and appreciate your bringing your concerns to our attention through the Better Business Bureau. Your satisfaction is our priority, and we regret any frustration you may have experienced.

If your concerns were not addressed, please contact our legal team at ******************************** and they may be better suited to resolve any outstanding issues.

In the meantime, we understand the importance of resolving matters to our customers satisfaction. If the issue remains unresolved, we are more than willing to offer a full refund for your purchase. Your satisfaction is of the utmost importance to us as we want to make things right. Again, we apologize for any inconvenience caused and appreciate your understanding as we work to rectify the situation.

If you have any further questions, please do not hesitate to reach out to our legal team. Thank you for your patience.

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BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

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