I was with liquidweb.com for about 3 weeks before my site was hit by a horrible hack - attack.I then decided to cancel my account with liquidweb.com and they said it was canceled and everything was sweet.But then the next month i was hit with an invoice and it turns out my account wasnt canceled after all (so they lied to me) now i email them about 50 times and all i get is 1 mail saying i should call their office! I do not live in the us nor can i ring them for certain reasons! i cannot talk to my cc company cause its my brothers credit card and there is nothing i can ****ing do,I have sent them a threatening email but they still just telll me to ring them.If my account is not canceled within 24 hrs i am taking legal action! Any advice on how legal action should be taken??

Call your CC company and request a chargeback - but first let liquidweb.com know that you will do that and give them a chance to refund it; because they won't like chargebacks.

Well beside the fact you've used someone else's creditcard which is 'factoring' and is a jailable offence...

If they've e-mailed you saying they would cancel your account, and then have gone on to charge you (your brother) for another month, I think you have a case. If they don't respond to your e-mails then I'd suggest a chargeback. I don't usually mention that as too many people feel a chargeback is their first option, rather than their last, but unless there's something not mentioned, it does seem they're overstepping their rights.

Greg Moore

Write an email with high priority status and with polite email subject and content to them. They will probably answer to your call and settle the matter peacefully. No one like hostile greeting or whatever.

Factoring does not refer to the use of a credit card by a party other than the owner of it. It refers to the practice whereby one party with a merchant account processes drafts for another party who has not been approved for such processing, and is a violation of almost every merchant account agreement in existence.

Patrick, in your case since the host will not respond, just get your brother to call the credit card company and have him let them know there is an unauthorized charge on his card. If they give him any grief about contacting the company in question, just tell them that said contact has already been attempted without result.

nope i havent done anything illegal i cant get a cc of my own so my brother lets me lend his :)

I have terminated the acount and refunded the card.

Thank You
Ross S.
Liquid Web Inc.


Yeeeeeeeeehhhhhhhhhhhhhhaaaaaaaaaaa
THIS HOW WE DO! :D

Originally posted by pattox
nope i havent done anything illegal i cant get a cc of my own so my brother lets me lend his :)

Patrick,

Why can't you get a credit card?

I'm currently taking some law classes and based on what you've said here's my take on it...

A. You are a minor. Which makes the agreement with liquidweb.com void anyway. Minors cannot enter into agreements for anything. If they DO enter an agreement they can back out at anytime and there is no recourse for either party involved since a minor was involved.

B. For some other reason you cannot obtain a credit card and used your brothers with his permission. Which is legal. If you had saved the e-mail from liquidweb.com saying the account has been canceled you can just tell them you have this e-mail saved and will send it to your credit card company as proof that a chargeback should be initiated.

Originally posted by pattox
But then the next month i was hit with an invoice and it turns out my account wasnt canceled after all (so they lied to me) now i email them about 50 times and all i get is 1 mail saying i should call their office!Pattox,

I would suggest to you the idea that there was a mix-up in their billing system. Liquidweb has thousands of customers--you can rest assured that your additional monthly fee isn't going to make or break their business. I think that for you to go so far as to say that they lied to you about canceling the account is a little bit rash. It was probably a simple mistake, and honestly--sending 50 emails to them (or even more than one email) is not the right way to handle the situation. You should just politely explain to them that there was a mistake, and you were charged when you should not have been--not to mention the fact that you are unable to call their office. I'm sure that they are rather reasonable people, and would be able to understand your request.

Understandably, when money is involved, people tend to loose their cool very quickly. We will almost always get a "threatening" email (as you so aptly put it) if we encounter a billing error--which is going to happen every once in a while at any company. My suggestion to anyone experiencing a billing issue with their provider would simply be to contact them politely and explain that there has been a mistake. I'm quite sure that 99 times out of 100, they will be more than happy to resolve the issue to your satisfaction. Keep in mind that as a service provider, the last thing that we want is to get into a $1000+ legal dispute over twenty bucks. :)

That's my two cents anyway.

perfectly put :) how did bush put it ' not using 10 milion dollar bombs on 10 cent tents' .im sure if you get your brother to ring them, or you write a polite email , prefaced with an apology for your previous tone as a courtesy , explain your situation and give them an oppertunity to make right. otherwise yes attempt a chargeback.

Originally posted by Web Guyz


Patrick,

Why can't you get a credit card?

I'm currently taking some law classes and based on what you've said here's my take on it...

A. You are a minor. Which makes the agreement with liquidweb.com void anyway. Minors cannot enter into agreements for anything. If they DO enter an agreement they can back out at anytime and there is no recourse for either party involved since a minor was involved.

B. For some other reason you cannot obtain a credit card and used your brothers with his permission. Which is legal. If you had saved the e-mail from liquidweb.com saying the account has been canceled you can just tell them you have this e-mail saved and will send it to your credit card company as proof that a chargeback should be initiated.


B would be the correct answer ;)

Anyway it has been sorted as i have posted and the cc has been refunded. :)

I would suggest to you the idea that there was a mix-up in their billing system. Liquidweb has thousands of customers--you can rest assured that your additional monthly fee isn't going to make or break their business.
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Unless the thousands are being scammed in the same way.


I'm sure that they are rather reasonable people, and would be able to understand your request.
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How can you be "sure"?Seems you have some kind of inside knowledge of this company which you're not telling.



I'm quite sure that 99 times out of 100, they will be more than happy to resolve the issue to your satisfaction.
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Had this been resolved in the first place there would have been no need to resort to this board, would there? You wouldn't happen to be an affiliate for this company, would you?

In my opinion STAY AWAY from any company that does not respond to the FIRST email.This should be an early indication that all is not well.

um im sure a company of their size and reputation wouldnt be scamming 1000's of customers. why would other hosts be defending them and trying to help this customer? for your conspiracy to be true that would mean at least the majority hosts are doing this which is complete bovine excrement.
they were probably looking into the first email when the other 49 arrived. they then did what most customer service departments do and pay attention to the customers not making an arse of themselves and annoying the hell outta them. his request would have been dealt with in due course.

there is no SLA on disputes that would apply here, you cant say that they werent just going to do it next week.

this was a mix up to begin with that was delayed i would guess by the customers attitude. if your nice to CS then you will attract good service. if you act like a 13 yr old on a soap box then youll most likely get put to the bottom of the pile.

there are dodgy hosts out there, the evidence presented above would not make me questions this hosts integrity.

I do not question that Liquid Web would not give him his money back, but I would not put the complete blame on the pattox (the customer). As annoying as pattox appeared to be, by emailing 50 plus emails, that is unfortunately the only way to get their attention and I know this for a fact from my past experiences. Their customer support is very slow sometimes taking up to 48 or even more hours to return support tickets or emails, even though they state it is monitored 24/7 (I think they mean you can send in request 24/7). pattox indicated that he was international, so he could not call their 800 number (which if he could might be faster than emails) so I’m assuming just used the ticket system. Although pattox probably could have described his incident with a less attitude, I do understand how he could have come to the reasoning that he did because of my own experiences with no response and other issues that might have occurred from the hosting company

Ps pattox: You lucked out if this was your worst hosting experience! :)

Originally posted by realdum
I'm sure that they are rather reasonable people, and would be able to understand your request.
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How can you be "sure"?Seems you have some kind of inside knowledge of this company which you're not telling.The only reason I say this is because I have known the owner of Liquidweb for nearly two years now (although we haven't talked much recently). In all of my dealings with him (including in business situations, not merely personal), he has been extremely reasonable and level-headed. Not the type who would intentionally create problems for a customer (but then again, who would?).
I'm quite sure that 99 times out of 100, they will be more than happy to resolve the issue to your satisfaction.
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Had this been resolved in the first place there would have been no need to resort to this board, would there? You wouldn't happen to be an affiliate for this company, would you?If by "affiliate" you mean "direct competitor", then the answer is yes. :)

But honestly, no, I hav no alterior motive for defending Liquidweb here.
In my opinion STAY AWAY from any company that does not respond to the FIRST email.This should be an early indication that all is not well.The way I read his original post, it looked as though they did respond to his first email. Albeit, they asked him to call their office, which was probably not the best way to handle the situation--but he did say that they responded.

If they had simply ignored his requests, then yeah, that's definitely a bad sign--I would recommend that people avoid such a company. However if you get a response asking you to call their office, I don't think you can accuse that company of scamming. I think that if he had written back saying that he was unable to call their office (as he presumably did), then the issue would have been resolved via email/helpdesk (as it appears to have been).

The only reason I say this is because I have known the owner of Liquidweb for nearly two years now (although we haven't talked much recently). In all of my dealings with him (including in business situations, not merely personal), he has been extremely reasonable and level-headed. Not the type who would intentionally create problems for a customer (but then again, who would?).
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Intentional or not, a problem was created for this customer.
And you knowing him does create a credibility factor as far as impartiality is concerned.


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In my opinion STAY AWAY from any company that does not respond to the FIRST email.This should be an early indication that all is not well.
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The way I read his original post, it looked as though they did respond to his first email. Albeit, they asked him to call their office, which was probably not the best way to handle the situation--but he did say that they responded.

[b]If they had simply ignored his requests, then yeah, that's definitely a bad sign--I would recommend that people avoid such a company.

The customer states that he emailed them over a TWO WEEK period with no response.SO i think it would be safe to say that they DID ignore his requests.

However if you get a response asking you to call their office, I don't think you can accuse that company of scamming. I think that if he had written back saying that he was unable to call their office (as he presumably did), then the issue would have been resolved via email/helpdesk (as it appears to have been).

The issue was only resolved AFTER the customer had come to this board.I wonder why.

But I'll tell you what I'll do,Matt.I'am going to sign up with liquidweb. And in 2-3 months I'll report back with an impartial account of their customer service.Maybe this was a major misunderstanding between company and customer.
Only one way to find out.

Originally posted by realdum
[b]But I'll tell you what I'll do,Matt.I'am going to sign up with liquidweb. And in 2-3 months I'll report back with an impartial account of their customer service.Maybe this was a major misunderstanding between company and customer.
Only one way to find out.
You would do all that to settle an argument at WHT? :stickout

Really, what's the point?

I can settle it right now! I’ve used Liquid Web. And like I’ve said in my previous post, they do not respond to emails or support tickets in timely matter, meaning they take more than 48 hrs or more to get back to you. When they do get back to you, its not very helpful. If you call them on the phone, than you won’t have to deal with the email issue most of the time.


The owner, Matt is great, he is very nice and responsive. It’s some of his staff that needs miracle grow shoved up their butts. Instead of signing up for an account, just deliver them some steroids and maybe there won’t be any more problems.

... the account gets screwed and on cancel it is not cancelled to "justify" another billing.

why do people still sign up with those crooks? Well people still signup with ***** so I guess I jsut answered my own question :rolleyes:

Originally posted by realdum
But I'll tell you what I'll do,Matt.I'am going to sign up with liquidweb. And in 2-3 months I'll report back with an impartial account of their customer service.Maybe this was a major misunderstanding between company and customer.
Only one way to find out. It may have been, and it may not have been. If you are really that interested in finding out, then you're more than welcome to give them a try for yourself.

I was simply giving my opinion based on what I know of Liquidweb. When I worked with them (which was over a year ago, so things may have changed *a lot* since then), they were not the kind of company that ignored emails for days on end--so needless to say I was a bit shocked to hear of this account.

It does seem that more than one person has had a complaint about their response times--so that may very well be the norm now. I'm not stating my opinion as fact--I'm only basing it on my personal experience with this company. I know that my experience was satisfactory, but apparently that is not the case for everyone.

If your reason for signing up at Liquidweb is to prove me wrong, then I would advise against it. I am not touting them as an infallible company. I am simply saying that from what I know of them, they are a reasonable company--most certainly not a scam. I will not be heartbroken or embarrassed if you report back with an unsatisfactory experience. This thread is not about me, it is about Liquidweb, and if that’s your experience with them, it doesn’t show me in a bad light or degrade my credibility; my experience with them will remain unchanged. I, personally, could care less about their service now--I'm not planning on signing up with them anytime soon. :D

On the other hand, If your goal is to gather factual information about their service and report your findings to others who might be interested in using them, then I say go for it.

More than anything, my first post was a "general rule" with regards to handling this type of situation from a client's side. Being on the other end, I know what works best (at least with regards to Site5 anyway). If my post read as an all out defense for Liquidweb, then perhaps I misspoke. I simply meant that in most cases when someone is charged and they were not supposed to be, it was an accident, and the company will be happy to fix it if you report it to them. That may not have been the case here--I don't have all of the facts (nor do I care, in all honesty). I said that 99 times out of 100 the situation will be resolved immediately--not 100 out of 100. This may have been that one time out of 100 where something went wrong. ;)

Originally posted by littlest

The owner, Matt is great, he is very nice and responsive. It’s some of his staff that needs miracle grow shoved up their butts. Instead of signing up for an account, just deliver them some steroids and maybe there won’t be any more problems.
Perhaps that is the discrepancy right there. When I worked with them, I only dealt with Matt. In fact, it was before many of the current staff members came on board. Who knows--I'm sure there are hundreds of possible explanations for the situation.

As with any company, you are going to have satisfied customers and unsatisfied customers. I guess the saying YMMV applies to web hosting as well. :)

I have been with Liquidweb for a year and a half. When I first started they were good, there there were outages everyday for an hour or two. I was in finals at school and didnt have time to think about it. then it was fine and three weeks ago the server i was on was down for a day(really 30 hours). then it was up. my sites ip wasnt working so they moved me and now my subdomains didnt work. I have left and gone to VenturesOnline (http://venturesonline.com). A friend of mine (http://equaked.com) was at lw and he left after a month when his server crashed. So I wouldnt use them.

Will

email me if you need more help.