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:09/20/2023

  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 bought a website domain. All I needed was the domain to remain in my name, dormant. I paid for three years. A year of maintaining a domain should run less than $15. I have about a dozen domains. Thirty days before it was to expire they send me a notice that they were going to bill me about $450 for hosting a website. It took several emails, and me launching multiple tickets, for them to understand that I do not have a website, and do not need anything more then the yearly maintenance fee to keep ownership of the domain. They then understood and agreed. At that point they said it will only be $17.95. A few days later they deducted from my account $440 plus the $17.95! I contacted them again and they stated I did not notify them I wanted my service changed more than 30 days in advance, pursuant to the contract. So I had to start all over explaining to someone new that I never asked for the service, I dont have a website and would have never asked for the service. There is no way for them to supply the service since there is no website to host. Reading the reviews for this company make me sick. I will start checking BBB ratings more before buying anything.

  Business Response

  Date: 02/29/2024

  We at GreenGeeks deeply value the feedback and satisfaction of all our customers.
  After a comprehensive review of your case, I would like to personally address and clarify the situation regarding your domain and the associated charges.
  First and foremost, I extend our sincerest apologies for the misunderstanding and any confusion, inconvenience, and frustration this situation may have caused you. It appears there was a miscommunication regarding the services purchased. As a web hosting company, we provide hosting services that include a domain name for the 1st year. During renewal, clients need to renew both their hosting services and domain names, which is where the confusion arose.
  Upon further investigation, we acknowledge that the matter has been settled to your satisfaction. This outcome, while resolving the immediate billing concern, is not the experience we want for any of our customers. We are committed to ensuring that all our communications are clear and that our customers have a solid understanding of the services they are receiving and their respective costs.
  To prevent such situations in the future, we are taking proactive steps to review and enhance our communication processes and improving our customer service team's training.
  Please rest assured that we are dedicated to improving our service and support, ensuring clarity and transparency in all our customer interactions. Should you have any further questions or require additional assistance, please do not hesitate to reach out directly to [Direct Contact Information].
  Again, we apologize for any impact this may have had on you. We value your feedback and are committed to using it as a catalyst for improvement across our services.
  Sincerely,
  **********
  Head of Customer Success
  ********************** Web Hosting

   

• Initial Complaint

  Date:03/07/2023

  Type:Order 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 was a member of GreenGeeks affiliate partnership program for over 3 years. Promoting their hosting services with all our heart, not thinking twice that a company in existence for over 15 years can keep an affiliate's commission.As long as the sales were below 10, I got paid on time and yes that was good enough to trust the Company will make right decision in any situation.So me and my team decided to double down on our advertising efforts and budgets to upgrade our sales numbers.As soon as sales came in higher numbers, the very first month we got an email of "Account Under Manual Review"Well, I thought - No problem They have always been on time with payments. I was quick to respond with all the proofs, the advertising screenshots, the company profiles and so on.3 days later I got another email saying that account is suspended and we will not receive any pending commissions what is a completely Reckless and unfair decision because we put our sweat and blood not only to put that money in advertising but to speak to clients, to redirect them to GreenGeeks when they have countless hosting options.This one is my opinion and I request BBB to remove this from my complaint but I really felt that our clients are being discriminated against since the people who purchased hosting, most of them, they are not from US.I may be wrong but if you only want customers from US or accept big companies to host their websites before you pay out commissions to affiliates please state this clearly.Despite presenting my 12 year history of work, they never bothered to consult or discuss before unlawfully, unfairly keeping our earned commissions and suspending the account.Attached* is a screenshot of all the registered clients - more details can be provided through a detailed video prooof.

  Business Response

  Date: 02/29/2024

  We at GreenGeeks deeply value the feedback and satisfaction of all our partners and customers. I would like to personally address the concerns raised by the affiliate regarding the suspension of their account.
  The decision to suspend the account was made following a detailed investigation that revealed a pattern not in line with our affiliate program terms and conditions. This action was in strict adherence to our affiliate program's terms and conditions, designed to ensure the integrity and fairness of our program for all participants and the security of our hosting environment.
  We understand this situation has caused significant concern, and for that, we are truly sorry. Our policies regarding affiliate commissions and account management are in place to protect both our affiliates and customers from potential fraud and to maintain a high standard of service.
  We appreciate your understanding.
  Customer Success Team
  ********************** Web Hosting

• Initial Complaint

  Date:12/07/2022

  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 first signed up and paid for three years of web hosting with GreenGeeks in November, 2015 specifically because GreenGeeks offered the RVSitebuilder platform to build and maintain websites. Consequently, I used RVSitebuilder to build and maintain five sites.On October 16, 2018, I paid for another three years to maintain my websites created with RVSitebuilder, and renewed for another three years on 10-19-21 for $197.10. On 9-13-22, I was notified that GreenGeeks would discontinue support for the RVSiteBuilder platform effective January 1st, 2023, materially altering the contracted terms of service I expected and paid for with my renewal payment of $197.10. I contacted Greengeeks on October 26, 2022 to cancel my account before the first year of my previous three year renewal was up and requested a refund of $131.40. ********* refused my request. Greengeeks refusal to issue my $131.40 refund for a service GreenGeeks is no longer prepared to provide is reprehensible. I have gone back and forth with various GreenGeeks employees in Billing and **************** to no avail. For the record, I stopped using GreenGeeks to host and maintain my websites in October, 2022, before the end of the first year of the three years hosting I paid for. I subsequently transferred all of my websites and domains to another hosting service that offers users the benefit of creating and maintaining their websites with RVSitebuilder.GreenGeeks' so-called policy of not issuing refunds is not written in stone. A quick search of complaints about GreenGeeks to the Better Business Bureau reveals that GreenGeeks can and does, indeed, issue refunds.For the record, my username at Greengeeks is: paulglen. My primary domain was pgneuman.com.The last message I received today 12-07-22 from GreenGeeks refusing to issue my refund is Ticket ID: ************* / Department: Billing.

  Business Response

  Date: 12/14/2022

  We have been unable to locate an account associated with the email address of: *****************
  
  For security and verification purposes, please submit your BBB complaint using the email address on file with your account.
  
  We lookforward to assisting you further.

  Customer Answer

  Date: 12/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  GreenGeeks has not addressed the issues raised in my complaint. By reviewing my complaint they could have easily connected my information (GreenGeeks username: paulglen and my primary domain: pgneuman.com). Additionally, they could have referenced my Ticket **************** / Department: Billing to respond to my complaint.
  
  My email associated with my GreenGeeks account is: ***************************

  Business Response

  Date: 02/29/2024

  We at GreenGeeks greatly appreciate your feedback and the chance to address the concerns you've shared about your experience in 2022. Though time has passed since then, we want to express our sincere regret for the difficulties and disappointment you encountered.
  Please be assured that decisions regarding product changes and enhancements are made with thorough consideration, aimed at aligning with evolving technology standards and boosting our overall service offerings. These decisions are guided by our commitment to compliance with our policies, terms, and conditions.
  Since the time of your experience, we've implemented several measures to enhance our communication about service changes. Our goal is to ensure that our customers are well-informed and supported through any transitions, aiming to prevent any confusion or inconvenience similar to what you experienced.
  While we recognize that this does not alter your past experience, we hope it underscores our dedication to learning from our customers' feedback and continuously improving our services. We deeply value all our customers and are committed to delivering reliable, supportive, and transparent services.
  Thank you for bringing your experience to our attention. Your feedback is instrumental in our ongoing efforts to enhance our customer service.
  Sincerely
  **********
  Head of Customer Success
  ********************** Web Hosting

   

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 19323129
  
  I am rejecting this response because: While heavy on corporate platitudes, GreenGeekss long overdue response would carry a lot more believable weight if they had addressed the fact that they sold me a service they ceased to support less than a year into my recently renewed three-year contract that I paid for in full at the time of my renewal.

  As I originally stated, GreenGeeks STILL owes me a refund of $131.40 for the remainder of my three-year contract I was unable to use because their elimination of offered software made it impossible for me to edit any of my websites.
  

  GreenGeeks owes me a refund of $131.40 for selling me a service they stopped supporting. That they are still contesting this refund amount is beyond belief.

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

  Business Response

  Date: 03/11/2024

  Dear *****************,
  We appreciate your patience and the opportunity to revisit your concerns.
  I understand your frustration and the impact this situation has had on your ability to manage your websites. Our decision to discontinue support for the software was not made lightly, and we recognize the inconvenience it has caused you.
  As previously mentioned by our teams, a refund for transactions older than 90 days is not possible.
  Our decision, as outlined in our Terms of Service, considered the End of Life policy section,which guides how we manage discontinuations.
  Please check:  ************ services -end of life policy | ************************************************
  It is important to highlight that in December 2022, we offered a service credit as a gesture of goodwill, understanding that it might not fully compensate for the inconvenience caused. The proposal was rejected, we understood your response.
  Please know that our policies are designed to balance all our customers'interests while adapting to the evolving web hosting environment. Your feedback is valuable, and we'll take it into consideration as we continue to improve our services.
  Thanks for your understanding.
  Customer Success
  ********************** Web Hosting

• Initial Complaint

  Date:07/26/2022

  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.

  The issue that I have with Green Geeks is that their business practices are not fair and based on good faith. I signed up for a three year hosting plan. Today, I noticed that it was up for renewal and money was taken off my account. I noticed right away and requested a cancellation as I will not be using this service for the next 3 years. The reply said that "Upon sign up, you agreed to the terms of services", and basically they send you an invoice 14 days before the payment date, but they expect you to cancel 5 business dates before your renewal date which is today. This is a very limited timeframe (only 5 days that they give you to work with). This is especially not reasonable especially since I am working long hours as a Health Care provider during this recent surge in Omicron cases, I missed the email and did not notice the invoice. The practice that I dislike the most is that during their "reminder email", they do not do you any favors by mentioning or reminding you of their cancellation policy that you agreed to in the terms of services. "We will attempt to renew this automatically by 2022-07-26 or please log in to your GreenGeeks account to view the invoice and pay. If you have any questions or concerns about your account, please feel free to open a support ticket from your GreenGeeks dashboard". ^That is all that it says. It is not a good practice to not remind the instructions on how to proceed with a cancellation. The worse part of this is that this is a pre-authorized auto renewal payment. You are not able to remove your payment details from this website. Initially, when I signed up 3 years ago, the amount for the same service was $106.20 USD. This time is was an auto renewal payment with $574.20 USD for the same service. I technically did not authorize this payment, but since you signed up for this service, you technically agree to their terms and allow them to bill whatever they want. There is no break down as to why the cost is so much.

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/27) */ GreenGeeks apologizes for the misunderstanding that has occurred. We welcome an opportunity to work with the client towards a resolution. A review of the account shows that the client originally signed up with GreenGeeks on July 26th, 2019 for shared hosting, EcoSite Lite for a 3 year hosting term. The customer was charged a total of $106.20 USD upon signup, which was the promotional rate. The following is stated on our order form when you sign up: "All plans are prepaid and renew automatically. Promotional prices are available to new customers only and are valid for the initial term. By submitting this order, you agree to and confirm you have read our Terms of Service." By proceeding to create the account, that constitutes an agreement that the customer did indeed read the TOS and agreed to it. The customer reached out to us on August 18th, 2020 and requested to upgrade to our *********** plan. He was charged a prorated amount of $69.00. On July 12th, 2022 an email was sent to the client which stated that an invoice had been generated and and the payment was due on July 26th 2022. The invoice broke down the costs and went on to say "We will attempt to renew this automatically by 2022-07-26" As noted above, the client had 14 days to make the payment, from July 12th when the invoice was sent out to July 26th when the payment was due. When the client did not submit a cancellation request, the account was renewed at the regular rate, as per our Terms of Service. The "5 days" that the customer mentions is simply that if you decide to cancel, we require you to submit your request at least five (5) days before your renewal date so we can make sure that the account doesn't renew. That doesn't mean that you only have five (5) days to cancel. The customer contacted our Billing department yesterday and as a customer service courtesy, we provided the custome with a refund. No further monies are due at this time. Consumer Response /* (3000, 7, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Would like a full refund instead of a partial refund if possible. Or a reduced term from 3 year to 1 year on the hosting plan. Although it was outlined in the terms of service, it is something that should be made easier for reference or a reminder especially if the original sign up was more than three years ago. This policy is different from the industry standard and not as flexible as the rest. Would appreciate a gesture of a greater refund since there is no use for this hosting anymore. Thank you Business Response /* (4000, 9, 2022/08/02) */ Thank you for gettting back to us. As previouslymentioned, the customer contacted our Billing department and as a customer service courtesy, we provided the customer with a refund. No further monies are due the client at this time.

• Initial Complaint

  Date:07/08/2022

  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.

  I feel I'm being harassed by this business because they are billing me again. I was treated disrespectful when I had trouble canceling my web site. The name was wrong and they just wouldn't cancel and charged me again. I thought I had finally got them to do what I asked and simply cancel and stop charging my bank account; but, they are trying to charge my bank account again after almost a year. My ID with them is ******.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/14) */ GreenGeeks apologizes for the misunderstanding that has occurred. We welcome an opportunity to work with the client towards a resolution. In reviewing the clients account, we see the hosting service was terminated on June 26th, 2020 via Cancellation Request #*****. The client received a refund of $92.25 at that time. Additionally, the clients domain service was cancelled on July 8th, 2022, three (3) days before this BBB complaint was submitted. At this time, the client ha no active services with GreenGeeks and no further monies are due. We wish the client well on their hosting journey.