Billing issues [resolved]

hhstudio · #1 01-13-2010, 04:38 PM

Well I will start by saying that I do owe money and my account is suspended. I am currently getting ready to move to a different service provider for VPS as the new provider is more willing to work in situations where the account is suspended if we get it suspended.

Host gator used to be good about helping us out and giving us extra time when we needed it, and we always paid when we said we would.

This last time we asked for a couple of days just get to some backups off the server or asked that they provide backups to the sites for us but they are refusing to help us out in any way shape or form when it comes to that all they could say is we have VPS solutions.

Now why would I want to keep myself in the same area where they are not willing to work with me now why in the heck would I stay for the VPS with the same company.

I also do not like having to charge clients or eat $10 to install SSL's when I could go to one of a millions hosts who do not charge for SSL installs because they give you the option to do it yourself.

So if you want to eat costs for SSL installs or charge clients for doing something to make their customers safer choose Hostgator.

That has bugged me for some time but have been willing to over look it until this stuff came up. Now I am frustrated and I think it is vary stupid that they will not allow us to retrieve backups of our sites, not theirs ours.

If I have to I will explain to the customers that have not left that the reason they will have to start their sites again is because the backend host is unwilling to work with us and then let the clients come this way.

This is why so many people do not like reseller hosts because the backend host provider would rather give the client the run around rather than help. I have read many other posts on here about being given the run around and i have had the run around too.

Also have had the different answers based on who you talk to.

I will say I would not recommend hostgator to a single person in fact right now I would tell everyone to stay away from hostgator and not used them.

hhstudio · #2 01-13-2010, 04:39 PM

Oh and lets save I apologize for the inconvenience cause I doubt you mean it, its something you have to say I have worked for call centers before. Its something they require you to say if you don't say it you get a mark off on the call review.

hhstudio · #3 01-13-2010, 05:29 PM

I also like the fact that I cannot access my own profile information to see what is being posted on there or change privacy settings for my own profile that is nice to know.

hhstudio · #4 01-14-2010, 12:50 PM

I see I am not going to get a reply others have gotten a reply but not this thread. I see this is going to be the same as the support you provide me.

***GatorJoshL*** · #5 01-14-2010, 01:19 PM

Good afternoon,

Can you please give me a couple of tickets so that I can look over the issues you are having? I will be glad to provide the backups for you if they are available on our servers.

As for the $10 SSL installation fee, unfortunately the way that WHM is programmed you have to have root level access to install the SSL. We charge because we have to manually assign the IP address and install the SSL, hopefully the process one day will be automatic and we will be able to waive this fee.

I do apologize for any frustrations you have and am willing to work with you on any outstanding issues you might have.

Thank you,

hhstudio · #6 01-14-2010, 02:04 PM

JEU-12937995 is the current ticket I have one the issue. I have no problem working with you to come to a resolution on this issue.

Backups would be wonderful I also proposed something in the ticket if you can read it and see if you can do something like that its in my last reply.

Hopefully we can find something that will make both parties happy.

hhstudio · #7 01-14-2010, 02:09 PM

Also I have a question about the WHM issue, is this something you have done cause every reseller account I have had up until this one has let me install my own I have never had to have a web host do it for me. The only time I had to do it was for people who only had cPanel and I never charged.

I would have charged if there was other ways to do it. But that bothers me to. That this is the only host I have not be able to do it with.

hhstudio · #8 01-14-2010, 04:51 PM

With the same ticket I put above it has been over 4 hours well now over 5 hours since I have gotten a response from my reply. This is extremely slow as I would like to come to some kind of resolution. That and 5 hours is outrageous for response times. When I ran my first hosting company if my employees took 5 hours to respond to someone they would have been in trouble.

hhstudio · #9 01-14-2010, 05:12 PM

Well talking to livehelp let me know what is going on with my ticket but was discouraged when they said it could take 24-36 hours to get a response at some times.

***GatorJoshL*** · #10 01-14-2010, 05:19 PM

Good afternoon,

I have reviewed your ticket and it is assigned to our Customer Service Manager at this time. I have added notes to the ticket on what I have found and you should be receiving a response very soon. The reason it is taking this long is because it is assigned to him and he is not in yet. You should receive a response very soon on this ticket.

hhstudio · #11 01-15-2010, 11:23 AM

As an update to the situation the last reply to the ticket I was
06:32:20 PM | Jan 13th, 2010 Jeff S.

I did get a private message from someone saying the where traveling today that their flight was at 7am but as soon as they got settled they would handle the issue.

So we will see what happens.

***GatorDHanna*** · #12 01-15-2010, 02:34 PM

I replied to your ticket a few minutes ago. Let us know if you have any other questions or concerns.

hhstudio · #13 01-15-2010, 03:00 PM

Hostgator has supplied a link to the backups. As requested they have completed what I was looking for. I am happy that we can to a resolution now I will have to download the file which I will probably do within the next day or 2.

They I was happy that they did work with me to come to a resolution.

Thank you guys again for the assistance provided.