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Business Profile

Computer Dealers

Reliable Penguin Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Dealers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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.

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Complaint type

  • Initial Complaint

    Date:09/09/2024

    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.
    This is one of the absolute worst hosting companies I have ever experienced and I have been in this business for over two decades and I have used lots of hosting services. The short version is they are TWICE THE PRICE of the best hosting services avable and provide the absolute worst service. The phone is avoided as must as possible and everything needs to be handled by ticket. I'm extreamly upset I put some of my most important web sites in the hands of these people who are fairly unresponsive and take many hours to respond. High prices, bait and switch quotes (My qute was suppoed to be $1100/month and once I was all settled in, $2200/month) , employees hide behind servers. I'll update this review when I have more time to leave more details, but for now, I'm working on finding lost data, and trying to get one of my sites repaired after a data loss. [Data **** resolved - Data was not lost, just missing and offline for FOUR DAYS until resolved via backups] Do not hire this very small hosting company as they do not have the ability to be responsible. Husband, wife and brother team. One other worker. ************** A hosting company that when s*** hits the fan, they are CLOSED. 5PM, Goodbye. Even thier EMERGENCY line goes to voicemail. Your call has been forwarded to the voicemail of *** *******. That's it, that's all you get.

    Business Response

    Date: 09/17/2024

    Unfortunately the submitter of this complaint is confused and unreliable in their statements. 

    1. Reliable Penguin has been providing managed web hosting services to thousands of clients for over 20 years without a single complaint to the BBB. Clearly not the worst hosting company.
    2. The customer was provided an ESTIMATE of costs at the beginning of the project and it was clearly stated that actual costs would be invoiced. For seven months the customer accepted the invoices and paid in full. There is no term contract and the customer had the option of terminating the service at any point. 
    3. In the case of the purported data loss, the backups were provided to the customer on the first day of the incident within a few hours of the request. The customer's "developer" claimed that the backups were incomplete but this was proven to be incorrect and there was no actual dataloss. 
    4. All incoming support calls go to a queue or to voicemail and we typically respond in under 24 hours go general issues or under 1 hour to emergency issues. This is typical for the web hosting industry and has proven satisfactory to our many clients.
    5. The customer demonstrated erratic behavior from early in the relationship. Sending multiple emails about the same topic and giving inconsistent or contradictory instructions. Emails were littered with profanity and abusive language.
    6. Around the end of August the erratic behavior increased and the customer began making threats against our staff and family members. On Sept 9th the customer submitted over 20 support tickets by email and called the support line at least 50 times. Multiple voicemails filled with vulgar language and threats were recorded. This behavior violated our Acceptable Use Policy and Terms of Service. Under these policies we provided notification on Sept 9th that services would be terminated in 72 hours.

    We've received no further communication from the client after the notice of termination and no request for a refund.

    Customer Answer

    Date: 09/18/2024

     
    I am rejecting this response because: There was no responce. 

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