Complaints

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

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  InMotion Hosting, Inc.

  360 N Pacific Coast Hwy #1055 El Segundo, CA 90245-4414

  
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  InMotion Hosting, Inc.

  555 S Independence Blvd Virginia Beach, VA 23452-1103

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:04/27/2023

  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.

  I received the following from my web host provider. (They started sending nag letters 2 months ago), I've been a customer of theirs for the past 4 **************************** - thenightskyii.org - Payment Due - 2nd Notice Dear *****,Your account is currently past due and your prompt attention is required to ensure that your site stays online.Our system is attempting to bill your account with the main username of thenig12 for service with InMotion Hosting. Unfortunately, we were not able to process the payment using the credit card ending in 7375.In order to ensure that your site stays online, your prompt response is required. The good news is renewing has never been easier or faster! Click here.Subscription Listing:Launch Plan - 2 Year (thenightskyii.org) - 1 year - $167.88 - (Renewal Date: 05/03/23)Backup Manager - 1 Year (thenightskyii.org) - 1 year - $30.00 - (Renewal Date: 05/03/23)SubTotal: $197.88 Applicable Taxes and Fees: $0.00 Amount Due: $197.88 Alternatively, you may call our office at *************** in order to update this information. Customer Support agents are available 24/7 for your convenience.Thank you for your cooperation.Regards,InMotion Hosting Now I'm not debating on the bill, amount owed or anything like that, When it comes due next month it will be paid.My complaint here is how early they start the billing/nagging process. Each time they attempt to withdraw funds and they aren't there, my credit report takes note of that.They claim they do it to prevent any interruption of service. If that would occur it's my bad, not theirs.If the family and I go eat at a sit down restaurant we certainly don't pay before the food arrives. Would you?According to how they responded, with me being on auto pay, they could just as easily bill me for the next 2 year cycle right after I pay this one..to prevent interruption of service.A load of c***

  Business Response

  Date: 05/02/2023

  Hello *****, 
  

  We are sorry for any frustrations that our renewal reminders may have caused. Our reminders are set to go out 30 days prior to the renewal date. We do this to ensure that our customers are not caught off guard by the payment. If you would like to have those renewal reminders notice time changed to a later date, say such as 7 days prior, you can follow our support article titled Renewal Information. 
  The earlier renewals you mentioned are in regard to domain registrations and the hosting account associated with the domain. The payment is processed two weeks prior to the cancellation date for the domain. This is done to provide our customers with the ability to update payment information if the original attempt fails to go through.

  With a hosting account, we are able to allow a grace ****** for the service to stay active so our customers can make arrangements, but that is not the case with domain registrations. Domains are registered with our domain registrar Tucows. If the due date passes without payment, the domain is shut down and, regardless if the hosting plan was paid for, the website would no longer be available on the internet. Reactivation of failed domains may also carry additional fees from Tucows to reactivate, which the earlier renewal helps to avoid. The payment, when processed, renews the domain 1 year from the cancellation date, regardless of when the payment is processed.

  The notice that we process the earlier renewals can be reviewed as part of our Terms of Service under section 11.11.4. 

  Again we are sorry for any frustrations the earlier renewal reminder may have caused.

• Initial Complaint

  Date:03/07/2023

  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.

  Inmotion hosting provides modified versions of cpanel that do not have fully functioning backups. Files exported do not load on other servers. That means inmotion has made it harder to migrate a way from their services. This is NOT how cpanel and whm are supposed to function. I've been a web developer for over 22 years and have worked with cpanel and whm for over 20. I have never had a problem migrating sites until I tried migrating a site from inmotion. You owe us a refund or fully functioning backups.

  Business Response

  Date: 03/15/2023

  Hello ******,

  We are very sorry to hear of the difficulties you have experienced with your cPanel backups. We would like to help you with a resolution to this situation but have been unable to investigate your claim based on the information provided. We ask that you please reach out to us directly at ******************************** with the primary domain name and primary email address associated with your account so that we may conduct a proper investigation and formulate a proper solution.

  We await your email and will be happy to assist in any way we can once we can confirm your claim.

  Thank you,

  *************************

  InMotion Hosting Legal Team

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19548228
  
  I am rejecting this response because:  We found an other way to remove the client from inmotion which means I don't have time to help trouble shoot this problem.  There was a problem with the full backups generated from InMotion's installation of cpanel because the file was not able to be uploaded to an other server.  I moved the site manually.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/17/2023

  As you have advised that the issue has been resolved, and upon review the information we have in regard to your account, shows that the cost of your hosting has been refunded back to you. We sincerely apologize for any frustrations and inconvenience this has caused for you. 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: 05/03/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/06/2023

  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.

  Below is a chat with inmotion's customer support. We stopped service 4 months prior to our plan expiring and they will not prorate us a refund. this is stealing as we have paid for services we don't need and they refuse to offer a refund and basically are just like sorry for your luck - we want a prorated refund for our hosting and for you to stop ripping off your customers. Begin chat- me: im stopping hosting before my plan expires - do i get a prorated refund for time not used hosting my site etc? Chat started ******* C. Hello ****** ********, my name is *******. Thanks for contacting us today! Please hold for 2-3 minutes while I get your account pulled up. avatar kk ty ******* C. Thanks for holding, ******! Since your VPS plan was renewed over 90 days ago, you unfortunately wouldn't qualify for a refund, but it is set to expire, so you can continue using it until the end of the renewal term on June 16th. avatar why would i need to pay for time i didn't even use it this makes no sense ive been a good customer for you guys, sent people as referrals even, now im getting penalized for not paying monthly as i went? ******* C. I'm not sure I'm following - you wouldn't need to pay again, you are getting the time that you paid for. avatar if i was paying monthly what would happen i would stop paying saving myself money from now until june correct? so because i paid upfront im ******** and paid for 4 months i didn't even need? is that what you're telling me *******? ******* C. Our refund policy only allows us to refund hosting plans within 90 days of renewal, as monthly rates are typically higher than annual rates. So, unfortunately, yes. Is there anything else I can assist you with today? avatar answer the question - if i was paying monthly and stopped service would i be billed until june? or would my final payment be the last 30 days i used your service so yes i get ripped off $60? ok thank you! reporting to the better business bureau Type a message here...

  Business Response

  Date: 02/07/2023

  Hello *****,
  
  Thank you for reaching out to us with your concern.
  
  We have investigated the matter and found the following:
  
  Your services were renewed In June 2022 for a period of one year.  Per the Terms of Service which were agreed to upon your purchase of the services, renewals of existing services are only eligible for a refund within the first thirty days after the refund.  
  
  Considering your long-standing relationship with our company and in the interest of good customer service, we would like to offer you a prorated refund for the remainder of your purchased services dated from the end of those services being active.  Any cancellation fees will also be waived.  
  
  To accept this offer, please email [email protected] and reference your BBB complaint and that you have received a response from the Legal Team.
  
  If you have any further questions or concerns, please let us know.
  
  Thank you,
  Andrew ***
  InMotion Hosting Legal Team

  Customer Answer

  Date: 02/07/2023

  
  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. I have reached out to Inmotion to settle with prorated refund and waiting for their response
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service 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 contacted the hosting company over a month ago asking to have the max PHP execution time increased from 90 seconds to 120 seconds for a domain. This is a ridiculously easy request for a hosting company and they adjusted one domain at a time. Keep in mind there's over a dozen domains on this account. Over the past month one has yet to be updated . After calling again on more than one occasion They assured me it was done and I would be all set. Over the past week I spent 6 hours chatting with customer support on the phone and chat still trying to resolve the problem. They came back and told me that my plan does not allow for this allegedly. Which is ironic because they were able to do it on every single website but yet magically one website won't work. And that means that every single person has blatantly lied to me and said they're doing something that they can't actually do.. which is even further contradicted because literally every other website works except this one. There is no excuse for improper procedure or protocol as well as unethical practice. I demand the website be resolved and I'm also seeking reimbursement and compensation for over a month of my websites being down and hours wasted.

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 6, 2022/10/14) */ Hello*****, Unfortunately, due to the limitations of the shared hosting environment you are subscribed to, we are unable to process your request to increase the PHP execution time beyond 90. If you would like, we can upgrade your plan to a VPS or dedicated server where that is an option at the introductory rate for the first term. Our ultimate goal is to help our customers succeed and in this situation, we attempted to make the adjustments as requested. Unfortunately, it was not known at the time that this would not be as effective as we initially hoped. We apologize for the misunderstanding on our part. We will use this example to improve. Please let us know how you would like to proceed or if you have an alternate idea of how to resolve this situation. Our office hours are from 9 AM to 9 PM, Monday through Friday, Eastern time. If you have additional questions or concerns you may respond to this message and we will address those matters. Your correspondence will be responded to in the order that it was received so please allow 2-3 business days to receive your response. Best Regards, InMotion Hosting Legal Team

• Initial Complaint

  Date:09/24/2022

  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've been hosting this website advert/social website by the name of weedgoggles.net with inmotionhosting since 2016, and things were fine with few hiccups; this year, for some reason they have been meddling with the site, I don't what's getting to them, if it's quarantine or something, but they will go and fix one thing and it breaks something else right away, they are leaving breadcrumbs that are nonereputable, such as notes from associates of changes they made during the chats I had with them. I paid for hosting for the year, ssl, backup management, domain, domain privacy which totals to about $430 for the year and did a no no by taking website offline. I've paid for services they are not delivering on and have company data I can't access anymore, so they are stealing basically and need to be audited, return my money and give me some time to transfer my data to another company. Another foul, the ssl is paid for but they did not give me a receipt.

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/03) */ Hello ******, We are sorry to hear about the issues you have experienced. Our staff is available to our customers 24/7 to help with their concerns, but as per our Universal Terms of Service(UToS) advises, we also cannot abide by the mistreatment of our employees. As stated in our "Conduct towards the Company" section of our UToS, "Unprofessional conduct, threats, abusive language (including, but not limited to, disparaging remarks regarding the sex, race, religion, or sexual orientation of Company's employees) and/or anything that could be considered hate speech in the course of Customer's communications with Company will not be tolerated." Because of the abusive nature and remarks made against our employees, we, unfortunately, needed to sever our relationship with you. As part of the separation, we provided you with a link to download the files from your account. If you are experiencing any issues with the download, please contact us at [email protected] and we will see what can be done to assist. Our Support and Customer Service Teams will not respond to any correspondence you send to them. We have processed a refund of your most recent hosting and domain registration renewals totaling $323.02. You will receive an email to the primary address on file, confirming that your refund has been processed. Please allow 3 to 5 business days for these funds to come back into your account from your financial institution. As you mentioned in your posting that you did not receive a receipt for your SSL certificate. We attempted to process your renewal for your SSL, but the payment was declined, so no payment was processed, as such, the SSL was canceled back in July. A notice was sent to the primary email address on file with us advising you of the suspension. We wish you the best of luck with your new hosting provider. Best Regards, InMotion Hosting Legal Team

• Initial Complaint

  Date:06/13/2022

  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.

  *********. (InMotion Hosting) Jun 13, 2022, 12:07 AM EDT Hello, Thank you for contacting InMotion Hosting. At this time, we're unable to locate the account you're requesting to cancel. We see you're a third party requesting to cancel hosting services, in order to move forward with the cancellation please have your customer contact us directly. You're welcome to advise your customer they can cancel their service in their Account Management Panel (AMP). We are available 24/7 to assist any further. Best Regards, *********. InMotion Hosting We are available 24/7 https://www.inmotionhosting.com/contact Avoid the wait! Search the customer exclusive knowledgebase in AMP: https://secure1.inmotionhosting.com/amp/support AL Carpenter Jun 12, 2022, 5:28 PM EDT Hi, I'd like to cancel InMotion Hosting, effective immediately and no longer wish to be billed. Please let me know any additional info you need from me, otherwise please confirm that I will no longer be billed. Thanks, ************

  Business Response

  Date: 06/28/2022

  Business Response /* (1000, 5, 2022/06/14) */ Hello, We will happy to assist you with the cancellation of your account. Unfortunately we have been unable to locate any account based on the information you have provided. Please email our Legal Admin department at [email protected] with the primary domain listed on your account or with the primary email address listed in your account. Once we have located the account, we will send a confirmation email to verify your identity and we can proceed with the cancellation. Our office hours are from 9 AM to 9 PM, Monday through Friday, Eastern time. If you have additional questions or concerns you may respond to this message and we will address those matters. Your correspondence will be responded to in the order that it was received so please allow 2-3 business days to receive your response. Best Regards, InMotion Hosting Legal Admin Team