Complaint Review: HostGator.com LLC. - Houston Texas

I have to say that in the few weeks since I joined Hostgator, I have had no problems - apart from one.
The hosting is fast, the control panel is good, instructions are reasonably clear for anyone to understand. Hosting features are good and so far seem to be the best I have found.

Every company has some customers that do not play straight, and these are often the ones that are most vocal when it comes to complaints. There are always going to be occasional disagreements too. No-one and no company is perfect and to expect this is unreasonable.

I did not request my money back, so I cannot comment on this particular complaint raised in the original report, but my resolved problem is outlined below.

My problem was one of identity, since they require proof on signup. I sent the proof but it was not enough because I happened to be on contract in another country away from my home country and address.

They obviously have guidelines, like any company does, and these are created for good reasons, but they cannot apply to all circumstances and to all people. If you feel, like I did, that the guidelines are being applied inappropriately, then you need to get in touch with a manager. This is what I did and the issue has now been resolved quickly and to my satisfaction. Of course, each case is different, and needs to be considered individually.

My advice is - if you have a problem with this company, try to argue your point reasonably and without abuse. If that does not work, and your point is really a reasonable one (from the company's point of view too), then contact Douglas like it says above and see what can be sorted out. You will probably find that it can be sorted out quite quickly and effectively.

Anyone who has troubles with HostGator that are not handled can e-mail hostgator and ask for the CEO, Brent Oxley. He still actively works with the company, monitoring servers, doing tickets and such. Just ask for him directly to help you with your problem.

I looked into this customer's issue myself and believe that we acted fairly. It is not our policy to discuss customer information publicly, but I can and will say that every dollar this customer paid us was refunded per the customer's request. We handled all of the customer's issues promptly and they were handled by a supervisor. We also sent this customer proof of a refund. As far as credibility is concerned, HostGator is a multi-million dollar company and is known to have one of the best reputations in the hosting industry. We have been named an "Honest Host" time and time again (http://whreviews.com/hostgator.htm) and have a forum (http://forums.hostgator.com) containing hundreds of positive customer comments. If a customer does complain, we are available to resolve those issues and do so in a timely manner. We reach out to customers via Twitter, on our blog, through our forums, and of course through our traditional support mediums. Supervisors are available 24/7 to deal with escalations. HostGator has always acted with the utmost integrity. We've been recognized for our great customer service and reliability by countless sources and the success of our business shows we're doing more than a few things right. If any HostGator customer has any questions or concerns, I encourage them to contact me personally. I'll be more than happy to help out. Our special escalations email address is letusknow {at} hostgator {dot} com. Douglas HostGator.com, LLC 866-96-GATOR