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:04/30/2025

  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.

  I am the community manager of a notable brand and we rely on a Discord bot for data management and operations. After hosting it for months, it suddenly stopped working and noticed my files were wiped. When in got in-touch with them, it took nearly a week to get a response. It then took another couple weeks only for them to tell me the database file wasn't here. They have lost valuable data collected over the months which the last backup I had was a couple months before the issue.After this, I submitted a review based on my latest experience and proceeded to leave the service. Unfortunately. their services are broken and I am unable to access my files from webapp products I operate. After asking, they said they can't provide my my files. I've been waiting over a month for them to fix their services and it is till broken while I keep paying monthly for hosting that doesn't work because if I cancel I will loose my data. They are refusing to provide me my files and have already lost valuable information on the company I work for. I'm afraid to loose my customer's data due to their negligence towards keeping me updated or repairing their services.

  Customer Answer

  Date: 05/10/2025

  I have heard from the business in response to my complaint but they have not provided a full solution and are still taking weeks to respond.

  Business Response

  Date: 05/16/2025

  Thank you for the opportunity to address the customer's concerns.

  We understand the frustration involved when important data becomes inaccessible. However, after conducting a full investigation, we have determined that there was no system-wide failure or issue on our infrastructure that resulted in the deletion of the customer's database file.
  To clarify:
  1. Internal Backups Reviewed: Although we do not advertise our internal backups as a replacement for user-managed backups, we made an effort to assist by checking our own internal recovery points. We restored the clients server environment from our backups, but unfortunately, the database file in question was not present in any of our snapshots. This indicates the file was likely already missing at the time our automated backup was created.
  
  2. User Responsibility for Backups: As outlined in our Terms of Service (Section 26), while we do offer backup systems, customers are ultimately responsible for maintaining their own backups. This is standard across the hosting industry and clearly defined in our service agreement. We do not operate as a backup provider; our role is to provide hosting services only. No service disruption, server crash, or fault on our part was detected that would have removed user data.

  3. Service Accessibility: The clients services have remained accessible. If the user has experienced access issues, our support team has been available to assist further. No intentional denial of access has occurred.
  

  4. Communication and Resolution: We recognize there were delays in response early in the support process, and we sincerely apologize for that. However, these delays were not due to inaction. Our team was actively reviewing internal logs, auditing the client's environment, and searching for the database file through all available means. Once this internal investigation was completed, we communicated the results and extended the clients service as a courtesy. We have made every reasonable effort to support the client through this situation.
  

  5. Ongoing Billing: We have been open to working with the client regarding ongoing billing concerns. If the client wishes to cancel services, they are free to do so. Continued payment is not required to retain access to data that no longer exists on our systems.
  

  6. Limitation of Liability: Per Section 13 of our Terms of Service, we are not liable for loss of data. All services are provided "as is" and "as available." We strive to maintain a stable and reliable environment, but we do not offer financial guarantees for data recovery unless explicitly contracted.
  

  In closing, we have acted in good faith and within the bounds of our policies and Terms of Service. No evidence has shown any wrongdoing or negligence on our part. Given that we have investigated the matter, provided support, attempted restoration, extended service time, and clearly communicated our policies, we respectfully consider this complaint resolved.

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The entire Discord bot's host was wiped and I have not modified any files at the time of the wipe. What ever happened, it was not properly caught by the company's logging system and should get an update to ensure it doesn't happen to other people. For one of my VPS, a full month of data was lost after an employee restart. For another, I've have tried all possible ways to access the data and I have been unable to access it because the ** address is not reachable in any way possible [Remote Desktop, VNC, FTP, Command Panel/PowerShell] and yet they are requesting an admin fee to get back the data. I've tried to access via Rescue Mode but I'm unable to unmount the disk because the ** is not accessible. It has been over 2 weeks since the last reply for an issue that has been ongoing for almost 2 months.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Tawmee