I signed up for an reseller account at http://www.elitehosts.com/ at mar.8 for $29.95. Today wrote a ticket about cancelation and requested money back since their sites claims "30 Day Money Back Guarantee"
30 Day Money Back Guarantee
We are confident that you will enjoy the services we provide. However, if within 30 days of placing your order, you are not 100% satisfied, we will issue a 100% refund to your account with no questions asked.

They answered that ticket fast with.
refunds are given only if you are not satisfied with our server performance (speed, uptime etc) or our customer support - and none of the issues which you have opened indicate any problems in those areas.
One of my first tickets was concerning their memoryload being at 80+% constant wich i never seen at other places, but they said it's normal. And their tos doesnt say i need a history of tickets complaing about their service.

I also had to open some tickets to get some of the scripts working on clients sites about "open_basedir restriction" and "url_fopen" wich never been a problem at other places.

I'm not that satisfied with their time to reply to support ticket either, about 1-3 hours regarding priority, one of my latest tickets took almost 8hours to reply to.

After asking for refund and cancelation they was fast to terminate the account and cancle my paypal subscription, but no refund have been sent and no reply to my last update regarding my cancelation.

I hope i expalained well enough for you to understand, and it's my opinion i have rights to a refund. Why should i otherwis cancel after 4 days if i'm not happy with their service....?

Just wanted to warn everyone thinking about signing up that their 30 days money back might not be what they say.

30 Day Money Back Guarantee
We are confident that you will enjoy the services we provide. However, if within 30 days of placing your order, you are not 100% satisfied, we will issue a 100% refund to your account with no questions asked.

According to what you've said and their guarantee, I can't see how they can refuse to refund you but of course as in all these kinds of complaints, there may be more to the story.

You need to get on the phone with them and get this resolved. Seems like you nust need to make it a priority to get it done.

-Jay

While I don't like airing dirty laundry in public, I will say that our terms of service (http://www.elitehosts.com/terms_of_service.html) which the customer agreed to when signing up clearly state:

"30 Day Money Back Guarantee. All accounts include a 30 day money back guarantee. If you are not satisfied with our customer service or performance, you can request a refund for your payments."

The only ticket regarding server performance was the customer asking if high memory usage on linux is normal - which it is. There were no complaints of downtime, slow server performance etc It is 100% normal for linux to have high memory usage because linux caches frequently accessed content to reduce response times and avoid using (slower) harddrives - any server adminsitrator will confirm that. The server that this customers account was on was loaded with almost 4G of PC3200 RAM.

A 1-3 hour response time is not bad at all, considering the volume of customers that need to be supported. In the 3 days that your account was open, just about 10 tickets were logged and we helped you with problems ranging from your images not loading (you had enabled hot-link protection in cpanel) to upgrading ImageMagick for you - all of which took time and effort on our part.

With regards to url_fopen and basedirs, yes we limit your basedir and disable url_fopen by default for security reasons, but as we stated in our support tickets we remove those restrictions upon request (as we did for the username that you provided).

At the end of the day, our terms of service clearly state the conditions for a refund and you, in none of your nearly 10 tickets, expressed any issues regarding either.

Around 6 or so copy-cat tickets (with "URGENT" status) from this customer (regarding this issue) in the last 2 or so hours were opened in our ticket system from multiple addresses, as a result of which we have stopped responding to the customer as we have already clearly stated our stance in this situation.

It should also be noted that you say you want to warn anyone "that their 30 days money back might not be what they say." - you're not warning anyone of bad server performance or customer support... the only time that you claimed to have server/customer service problems in the refund ticket after we pointed out the TOS clause which states our terms for refunds.

While I don't like airing dirty laundry in public, I will say that our terms of service (http://www.elitehosts.com/terms_of_service.html) which the customer agreed to when signing up clearly state:

"30 Day Money Back Guarantee. All accounts include a 30 day money back guarantee. If you are not satisfied with our customer service or performance, you can request a refund for your payments."

A 1-3 hour response time is not bad at all, considering the volume of customers that need to be supported.

Around 6 or so copy-cat tickets (with "URGENT" status) from this customer (regarding this issue) in the last 2 or so hours were opened in our ticket system from multiple addresses, as a result of which we have stopped responding to the customer as we have already clearly stated our stance in this situation.


Do your really think i cancel since i was pleased with your service ?
Answer: NO

Just because i didnt file alot of ticket with complaints you belive you have the right to not make a refund? After evaluating and using your service i found it not to be satisfied, and theirfore decieded to cancel. Your tos dont mention i need to have all my complaints and concerns about your service logged in tickets or other ways what i can see. If it had i would have done it.

About support time i've been to other big hosts their support have been much faster even if it been low priority tickets.

To all of you that thinking of signing up with EliteHosts, be sure to make a ticket about every lite complaint about their service if you want to be sure to get a refund!

CopyCats? I'm the only one you have spoken to about this issue, and i used the same ticket all time trying to get you to answer.

WOW Now i cant even login it to their support area to talk to them !
"ERROR: You do not have enough permissions to access this page"

To all of you that thinking of signing up with EliteHosts, be sure to make a ticket about every lite complaint about their service if you want to be sure to get a refund!

Yes, if any of our current or future customers have a problem, please let us know about it, how else can we be expected to fix something? Of course we require a history (or atleast a single complaint) to verify any troubles - otherwise, it'd be possible for dozens of customers on their 29th day to say "i was having a server issue... I want to cancel".

We'd also recommend to all of our (and any companys) new hosting customers to actually read and understand the TOS that you claim to have read as those are the legal, binding rules of your hosting account. If you had objections or questions with regard to the TOS, you should not have signed up for an account.

We've stated our facts and that is where we will end. We will not be dragged into a fight in a public forum over a private account. Our position is clear, our TOS is clear and there will be no further contact from us to you regarding this issue.

Ok, MaB. I gonna let PayPal decided if gonna get my money back or not.
Filing a complaint at the moment.

I did read your tos and didnt expect any problem with my cancelation.

You won't get a refund through a Paypal complaint as hosting is not a tangible item.

i posted 2 tickets about this and get same info http://www.elitehosts.com/terms_of_service.html im one of the owners of the site

i posted 2 tickets about this and get same info http://www.elitehosts.com/terms_of_service.html im one of the owners of the site

Your email address had 4 replies (across more than 1 ticket) with almost the same thing over and over in addition to the tickets opened by the account owner. It served no purpose other than to create a back-log in our ticket queue because you felt it was necessary to harrass us.

Your tickets are all very similar to your above post, you simply keep repasting the same text and not listening to any response given. The paragraph that you posted above clearly outlines the situations in which refunds are given and we keep explaining over and over that (until the last ticket, after we pointed out the clause in our TOS) you never gave any indication of any server (downtime, slow performance etc) or customer support problems.

Your email address had 4 replies (across more than 1 ticket) with almost the same thing over and over in addition to the tickets opened by the account owner. It served no purpose other than to create a back-log in our ticket queue because you felt it was necessary to harrass us.

Your tickets are all very similar to your above post, you simply keep repasting the same text and not listening to any response given.
sorry about that but it was first day yoiu 4 tickets by me ( account info ) today it was 2 tickets

Still im sorry about this tickets to you

sorry about that but it was first day yoiu 4 tickets by me ( account info ) today it was 2 tickets

Still im sorry about this tickets to you

Today it was 2 tickets and 4 responses with basically the same thing repeated over and over:
Today @ 4:08PM
Today @ 4:26PM
Today @ 4:28PM
Today @ 4:33PM

Today it was 2 tickets and 4 responses with basically the same thing repeated over and over:
Today @ 4:08PM
Today @ 4:26PM
Today @ 4:28PM
Today @ 4:33PM
well let´s drop this

well let´s drop this

I agree, mods?

</thread>

true we do not det any refound that is that

true we do not det any refound that is that

That remains to be seen, but thats between Elite Hosts and the OP (or not, as the case may be), not the whole WHT community.

I will contact you MaB probbaly tomorrow through mail or your support desk about this, i still want and need that refund. And i dont see this as a closed matter.

Reason for posting this at wht is to enlight others about your buisness and specialy the special 30 days moneyback gurantee you offer, i havent seen at other hosts with that requirements in tos.

That remains to be seen, but thats between Elite Hosts and the OP (or not, as the case may be), not the whole WHT community.
True :) not the whole WHT community

I will contact you MaB probbaly tomorrow through mail or your support desk about this, i still want and need that refund.

What, your business plan didn't account for situations like this? :eek:

What, your business plan didn't account for situations like this? :eek:
Our reson for having reseller accounts is mainly for personal use, and some friends we host.

and some friends we host.

Are these "friends" also paying customers?

Are these "friends" also paying customers?
No, since their sites is small and friends to us they sofar getting hosted free.
We are 3 persons sharing the costs.

While I don't like airing dirty laundry in public, I will say that our terms of service (http://www.elitehosts.com/terms_of_service.html) which the customer agreed to when signing up clearly state:

"30 Day Money Back Guarantee. All accounts include a 30 day money back guarantee. If you are not satisfied with our customer service or performance, you can request a refund for your payments."

The only ticket regarding server performance was the customer asking if high memory usage on linux is normal - which it is. There were no complaints of downtime, slow server performance etc It is 100% normal for linux to have high memory usage because linux caches frequently accessed content to reduce response times and avoid using (slower) harddrives - any server adminsitrator will confirm that. The server that this customers account was on was loaded with almost 4G of PC3200 RAM.

A 1-3 hour response time is not bad at all, considering the volume of customers that need to be supported. In the 3 days that your account was open, just about 10 tickets were logged and we helped you with problems ranging from your images not loading (you had enabled hot-link protection in cpanel) to upgrading ImageMagick for you - all of which took time and effort on our part.

With regards to url_fopen and basedirs, yes we limit your basedir and disable url_fopen by default for security reasons, but as we stated in our support tickets we remove those restrictions upon request (as we did for the username that you provided).

At the end of the day, our terms of service clearly state the conditions for a refund and you, in none of your nearly 10 tickets, expressed any issues regarding either.

Around 6 or so copy-cat tickets (with "URGENT" status) from this customer (regarding this issue) in the last 2 or so hours were opened in our ticket system from multiple addresses, as a result of which we have stopped responding to the customer as we have already clearly stated our stance in this situation.

It should also be noted that you say you want to warn anyone "that their 30 days money back might not be what they say." - you're not warning anyone of bad server performance or customer support... the only time that you claimed to have server/customer service problems in the refund ticket after we pointed out the TOS clause which states our terms for refunds.Nowhere do your terms of service state that a customer must have opened a ticket that referenced dissatisfaction.

Clearly a cancelllation request shows there is customer dissatisfaction with being associated with your services for whatever reason.

I'd suggest you include the proof you now require within your terms of service.

Also, if you are going to place restrictions on MBG within your terms, don't make it appear on your other pages that the MBG is a 100% Satisfaction GuaranteeIt clearly isn't.

If someone cancels, they're not satisified.

If you want to restrict MBG to those that have opened a ticket and expressed a concern about such, then it is upon you to explain that up front. Otherwise you can expect more such complaints.

I was going to add something here, but Dennis said it all anways. ^^

One simple logic: The best person who can tell about "customer satisfaction" is customer itself. Also, one can't have measurement suiting company's requirement for customer satisfaction. There are number of customers who are not very vocal about issues and at times they take subtle decision to quit from the services, if they are not satisfied.

My 2C

While you bring up good points, you fail to mention the (numerous) customers who jump from host to host... after 29 days they are magically unhappy, or after X days, they simply realize that they aren't getting any customers and want to stop... our terms aren't there to allow refunds for customers who want to quit or take advantage of our services free of cost, they are there to protect customers who experience server failures etc.

There are plenty of cancelations for reasons other than dissatisfaction, host-hoppers, closing shop or finding a cheaper host are just 3 examples. Refunds are decided on a case-by-case basis - in this case, there was absolutely zero indication of any server-performance issues etc until we pointed out that it was a requirement for a refund.

With regards to the text on our homepage, that will be taken into consideration and may be changed in the futre - however at the end of the day, the terms of service clearly outline the situations in which refunds are given and those conditions were not met by this customer.

The only ticket regarding server performance was the customer asking if high memory usage on linux is normal - which it is. There were no complaints of downtime, slow server performance etc It is 100% normal for linux to have high memory usage because linux caches frequently accessed content to reduce response times and avoid using (slower) harddrives - any server adminsitrator will confirm that. The server that this customers account was on was loaded with almost 4G of PC3200 RAM.
Linux will cache memory, however some scripts do support showing the actual memory utilization, versus cached memory. For example, if you go into WHM/cPanel, the server status script shows actual memory utilization. If it's showing above 80% there, then you do have a problem -- you could consider a server pretty close to be grossly overloaded when memory usage is above 80%.

However if memory usage is being judged by a script such as a PhpSysInfo, then it's reporting incorrectly.

And yet another one to add to the list of people involved in the hosting industry that screw you. This one's almost funny in that the company rep opted to come here and "defend" their actions.

What I don't get is a request (in the middle) to close the thread?

Anyhow, AOTW, thanks for the review and the material. Hopefully it's resolved but that doesn't really alter the course.

KGIII

And yet another one to add to the list of people involved in the hosting industry that screw you. This one's almost funny in that the company rep opted to come here and "defend" their actions.

Yup... you're right, we've been in business for years, and we're here to screw you... read all the terrible reviews about our company on this forum (sarcasm...). You say this on the basis of one review - thanks. I'm an active member on these forums with over 1000 posts, it's not funny that I came here to "defend" my companys actions. This community is made up larglely of hosters, it's not funny at all?

While you bring up good points, you fail to mention the (numerous) customers who jump from host to host... after 29 days they are magically unhappy, or after X days, they simply realize that they aren't getting any customers and want to stop... our terms aren't there to allow refunds for customers who want to quit or take advantage of our services free of cost, they are there to protect customers who experience server failures etc.

There are plenty of cancelations for reasons other than dissatisfaction, host-hoppers, closing shop or finding a cheaper host are just 3 examples. Refunds are decided on a case-by-case basis - in this case, there was absolutely zero indication of any server-performance issues etc until we pointed out that it was a requirement for a refund.

With regards to the text on our homepage, that will be taken into consideration and may be changed in the futre - however at the end of the day, the terms of service clearly outline the situations in which refunds are given and those conditions were not met by this customer.If you don't want to honor a MBG, don't offer one. It's pretty simple.

But, don't use obvious tactics of making it look like you offer something and then bury conditionals on it in your tos.

You might as well offer hosting and then bury in the tos that if they upload files or point their name servers to yours, they're in violation. Then you could just use that section to terminate whoever you felt like, whenever you felt like it.

You state 100% Satisfaction Guarantee. I'm sure, if you walk in a store and purchase something that clearly displays, 100% Satisfaction Guarantee, you expect to be able to return it if you're not 100% satisfied.

Spin it any way you want. Your action is deceptive. I don't think it's just an IMHO thing. But, it's my opinion that, if you use deceptive advertising, then expect to be called on it on occasion.

. . . Refunds are decided on a case-by-case basis . . .
Maybe think about adding that right next to the order button. :)

I've offered a MBG for years, and can probably count with both hands the number of times I've thought someone was taking advantage of it. It's not something I worry about. Issue the refund and get on with business. Ding, NEXT! :)

Maybe think about adding that right next to the order button. :)

It is, in ther terms of service right next to the sign up button "Any request for a refund that is found to be in bad faith (for example, but not limited to canceling on the 29th day) will be rejected at the sole discretion of Elite Hosts, Inc. "

You're assuming anyone actually reads the TOS? :D

Anyway, I've helped flame this too much already. The day is over and I'm personally done with this thread.

Yup... you're right, we've been in business for years, and we're here to screw you... read all the terrible reviews about our company on this forum (sarcasm...). You say this on the basis of one review - thanks. I'm an active member on these forums with over 1000 posts, it's not funny that I came here to "defend" my companys actions. This community is made up larglely of hosters, it's not funny at all?

Not at all on one review but on the premise that you failed in your "100% Satisfaction Guarantee" in a case where, the person clearly wasn't satisfied. I could, with some stretch, understand you not refunding someone who didn't have any reason to cancel and waited until the last hour and then requesting the refund.

The hosting industry is rapidly gaining a reputation akin to that of a used car salesman. Why? Because somehow a (it's on the main page, right hand navigation pane) 100% Satisfaction Guarantee means nothing? At the very least I'd say there's justification in their claiming that they're certainly not satisfied with the support now.

As for coming here to defend your actions I stand by that completely. You came to this forum, you responded to the thread, and you defended your company's actions. That was a very good and, honestly, wise choice in most cases but to come here and defend shady practices is really not as smooth as one might think. You may have been a long-standing member in the community and all that but the point is that you came here to defend your choices.

Hey, it's your business... Do with it what you will but as long as this sort of policy is in place people are going to come here with complaints and people will document it. I personally think that the industry has gone just a little too far and, at the very least, perhaps consideration of performance as more than a few numbers that represent what your server is doing but how one performs their business operations might be something each and every last one of us can think about?

Anyhow, you're correct, the flames are fanned enough and you can feel free add anything you'd like. Maybe better wording or something? It's entirely up to you. Even if you just put a little asterisk next to it might help?

KGIII

Yup... you're right, we've been in business for years, and we're here to screw you... read all the terrible reviews about our company on this forum (sarcasm...). You say this on the basis of one review - thanks. I'm an active member on these forums with over 1000 posts, it's not funny that I came here to "defend" my companys actions. This community is made up larglely of hosters, it's not funny at all?

Its not point of one review.. its the attitude (and courtsey) that is demonstrated towards customer. To me its deceptive as pointed out by softwarerevue.

BTW: I am not the hoster, I am one of the small customer. I might have looked at you as one of the option to host my sites. But these acts and deceptive use of T&C can put any one on cautious note. Hope you understand, we are talking for your benefit.

I've offered a MBG for years, and can probably count with both hands the number of times I've thought someone was taking advantage of it. It's not something I worry about. Issue the refund and get on with business. Ding, NEXT! :)I just love the way you put it. That's the very definition of a no questions asked moneyback guarantee, and the attitude that should come with it. :)

Anyway, I've helped flame this too much already. The day is over and I'm personally done with this thread.With another attitude and different actions following this thread, you would have made your company look quite well.

In the end, it is not the deceptiveness itself that does the real damage, it's your attitude and reaction to the valuable feedback you've received.

I wasnt to post anymore but feel i want to point some things out i have read about in the thread and want to try to clearify.
I canceled the account after 4days since i wasnt pleased and went back to my old place. I have now found another place for the same price as elitehosts and sofar it looks 10x better in booth server speed and support tickets, and will probbaly tranfer all files tonight.

I did read the tos and coudnt see that i needed to log every little complaint or issue i had and didnt think it wouldnt be any problem to get a refund.

Also on their homepage it says on the left side.
30 Day Money Back Guarantee
We are confident that you will enjoy the services we provide. However, if within 30 days of placing your order, you are not 100% satisfied, we will issue a 100% refund to your account with no questions asked.
No question asked, seem to me that you giving a mixed information. You saying 1 thing on your site and in your tos something different.

While you bring up good points, you fail to mention the (numerous) customers who jump from host to host... after 29 days they are magically unhappy, or after X days, they simply realize that they aren't getting any customers and want to stop... our terms aren't there to allow refunds for customers who want to quit or take advantage of our services free of cost, they are there to protect customers who experience server failures etc.

There are plenty of cancelations for reasons other than dissatisfaction, host-hoppers, closing shop or finding a cheaper host are just 3 examples. Refunds are decided on a case-by-case basis - in this case, there was absolutely zero indication of any server-performance issues etc until we pointed out that it was a requirement for a refund.

With regards to the text on our homepage, that will be taken into consideration and may be changed in the futre - however at the end of the day, the terms of service clearly outline the situations in which refunds are given and those conditions were not met by this customer.

I can't believe my eyes!! I really can not. And to those who asked the mods to drop this topic, what are you talking about? If anything, this needs to be brough to bigger light.

I have spoken in favor of EliteHosts on this forum on NUMEROUS times. Openly recommending them to various users who suggest a good shared hosts and reseller. Their response to this, however, is UNSATISFACTORY.

You have a satisfaction guarantee. When a user says they want their money back, it is because they are not satisfied. You are not to make ASSUMPTIONS on whether they are genuinely satisfied with your service or not, nor can you hold it against them for cancelling on the 29th day, nor can you take their lack of support tickets as a sign of their satisfaction.

Thats the bottom line, period. And this issue needs brought up with the highest supervisor available at EliteHosts.

I would think this is very embarassing for your company. It should be. Any person reading this thread must think of how unfair you guys are being. That being said, I'm very pleased with the service and support provided by EliteHosts....... but thats NEITHER HERE NOR THERE.

Perhaps the user was upset that you don't truly offer 24/7 support via telephone... only an answering machine. Perhaps it was the 1-3 hour ticket response times... to THEM, maybe that is unacceptable-- many hosts respond within 30 minutes who are premium. OR-- AT THIS POINT, MAYBE THAT ARE SIMPLY DISSATISFIED WITH THE WAY YOU ARE HANDLING THEIR MONEY BACK GUARANTEE-- CLEARLY MISLEADING INDIVIDUALS, AND WANT THEIR MONEY BACK... PERIOD.

Simply said- I can't believe my eyes.

I have sent their support team the following:

This letter is in reference to the discussion thread on WHT. Located at:
http://webhostingtalk.com/showthread.php?t=494778&page=1
You are refusing to give someone a refund despite their 100 percent guarantee.

I have always spoken in favor of EliteHosts, recommending it to literally countless people, both on forums and in person.... but this concerns me. You offer a -100 percent- guarantee.... and are judging this user saying that they do not qualify. I have replied to the post and hope to have a response from a company representative.

Frankly, this is concerning. As another user stated, this isn't an "In My Humble Opinion" type of thing. You are denying a customer something you guaranteed them. Regardless of whether you think its fair or not, treating a customer in this way and abusing your very own terms of service causes great concern for me, and makes me rethink my relationship with your company.

I hope you don't take this issue lightly. A much greater issue is at heart--- credibility... honesty... honoring ones word, without deception. I find your service is good-- but this is about more than that-- this is about support, corporate stance and personnel.

I will no longer remain a cusotmer of EliteHosts if this issue is not resolved. Which probably means nothing to you guys-- but perhaps it should.

Alex

It is, in ther terms of service right next to the sign up button "Any request for a refund that is found to be in bad faith (for example, but not limited to canceling on the 29th day) will be rejected at the sole discretion of Elite Hosts, Inc. "

FOUND to be in bad faith?

That's just it... you haven't found anything.

You are making a horrible, unprofessional, and in my mind unethical, assumption.

Response:

Our terms of service, which every customer agrees to when signing up, clearly state the terms of the refund - we did not violate our terms of service. The TOS/AUP are the sole legal documents that govern the usage and policies of our hosting accounts.

When this issue was brought to the attention of the proper people a few weeks ago, a decision was made to issue a partial refund to the customer (this was done a few weeks ago) - because our homepage conflicted with our TOS. The homepage text was altered to prevent this from happening in the future.

At this point our policy is that we will not further comment on this topic in any public forum.

Your business is valued, however if you'd like us to close your account, your next billing cycle is on the 15th and we will put a note on your account to close it at that time.
Elite Hosts, Inc
www.elitehosts.com

Response:

Our terms of service, which every customer agrees to when signing up, clearly state the terms of the refund - we did not violate our terms of service. The TOS/AUP are the sole legal documents that govern the usage and policies of our hosting accounts.

When this issue was brought to the attention of the proper people a few weeks ago, a decision was made to issue a partial refund to the customer (this was done a few weeks ago) - because our homepage conflicted with our TOS. The homepage text was altered to prevent this from happening in the future.

At this point our policy is that we will not further comment on this topic in any public forum.

Your business is valued, however if you'd like us to close your account, your next billing cycle is on the 15th and we will put a note on your account to close it at that time.
Elite Hosts, Inc
www.elitehosts.com

Hmm.. at present, elitehosts's homepages states : "100% Satisfation Guarantee"

Now, from http://www.ftc.gov/bcp/conline/pubs/buspubs/warranty.htm

How to Advertise a Satisfaction Guarantee

The Guides advise that, regardless of the price of the product, advertising terms such as "satisfaction guaranteed" or "money back guarantee" should be used only if the advertiser is willing to provide full refunds to customers when, for any reason, they return the merchandise.

The Guides further advise that an ad mentioning a satisfaction guarantee or similar offer should inform consumers of any material conditions or limitations on the offer. For example, a restriction on the offer to a specific time period, such as 30 days, is a material condition that should be disclosed.

This is not about the TOS, this is about the proper way of advertising/presenting the service.

Going further, from http://www.elitehosts.com/terms_of_service.html :

Any request for a refund that is found to be in bad faith (for example, but not limited to canceling on the 29th day) will be rejected at the sole discretion of Elite Hosts, Inc. This goes against the very idea of a 30 days moneyback guarantee. It makes it look more like a 29 days guarantee to me.

This is exactly the problem with web hosting companies. When I was shopping for Linux plans for my blog network I went through three hosting companies in three months. Next on my list was EliteHosts, but thankfully my Windows host added Linux hosting for its current customers, so I obviously went that route.

All three of the companies I tried has 30 day money back guarantees. Each one I was dissatisfied for one reason or another, mostly it was the response time to load a page. One instance it was the control panel. I don't believe I submitted any tickets to any of the companies expressing my dissatisfaction. I wasn't happy with the service, the customer service may have been great, but I just wasn't happy.

Out of those three companies, only ONE refunded my money, no questions asked. The other two didn't even offer, and when I pursued one about it, I got the same song and dance. The point is if you don't truly offer 100% Satisfaction Guarantee, then don't PRETEND TO with all your little disclaimers. 100% Satisfaction Guarantee means that if within 30 days, I'm unhappy, then I get my money back. With that guarantee, you don't get to dictate terms.

Kudos to AussieBob, thats the way to handle it. And that is why you are so successful in this business. You know how to treat customers.

With my jumping I could have been accused of just using it and moving to avoid paying. But I was trying to give these companies a fair shake and not jump after a few days. I wanted the best service for my network. I wasn't trying to rip anyone off, I just wanted the best.

People in the hosting industry should read this thread and learn from it.

That's exactly what I wrote to them in an e-mail.

They fail on two accounts:
- It is not a 30 day guarantee. If cancelling at 29 days is held against us, then it truly is only a 28 day guarantee.

- It most certainly isn't 100 percent.

So their guarantee fails in two regards-- ironically, the only two factors in which are considered in the guarantee. (0/2)

Absolutely. This isn't a TOS issue. If I was effected by this, I would sue them. With a class action. On behalf of all that were wronged. And encourage the original poster to do so.

Overdramatic-- ?? Perhaps. Without cause? Absolutely not.

I am tired of being taken advantage of by big companies. Big OR small companies. I have my own company and conduct it in a manner that is professional, ethical, and HONEST. It infuriates me when I see otherwise.

regards to all,
Alex

I find this very disappointing from EliteHosts.
Who are they to decide whether the client was 100% satisfied or not?

i'm also a current elitehosts customer, i've also recomended them to several others

however after seeing how they treated this case...i don't feel comfortable paying them 20 bucks a month anymore :(

It's nice to see customers taking action against the host aswell and I hope more of them turn up.

It's obviously Elitehosts are being deceptive and will no doubt pay the ultimate price of loosing customers for doing so.

-Scott

I, a current customer of EliteHosts, have been very active in this thread voicing my sincere concern. I further sent messages to support reiterating my concern: They recently reviewed my posts on WHT and sent me a PM:

-----
Mr. XXXXX,

I would like to point out that your accusation of it being a "29 day guarantee" are incorrect. Canceling on the 29th day is given as a simple example - if you experience downtime on your 29th day, we'll gladly refund your payment. If you've had absolutely no issues for 29 days and suddenly decide to move 2 hours before you are due for renewal, we would consider that suspicious - canceling on the 29th day under those circumstances was cited as an example, not a rule (hence the "for example").

Just to restate: customers CAN cancel on the 29th day and still receive a refund if they've experienced downtime or poor customer service - you misunderstood or mis-represented our policy.

I've reviewed your posts and I'm sorry that you don't feel that you want to continue doing business with us
and if you honestly feel that strongly, after your free months of service expire, we urge you to close your account and take your business to a different company. We value your business, but you are obviously not comfortable, to a point where you are being malicious - therefore it is my recommendation that you do choose a new provider after your free months of service expire.

Please don't post any part of this message in the public forum as it is intended for your view and your view only.
-----

My response:

First and foremost, whether or not I choose to show this message to anyone, or post it on a public forum, is entirely my choice. And I do plan on sharing this letter publicly.

The views expressed in my posts to the forum are not just my own, but views of many others who have contributed. All of which share the same notion: that your policy is misleading.

If you would like to satisfy your customers, then you would modify your TOS to include that your refund is only under the circumstance that you experience a [notable] problem with the services of EliteHosts. In which case, you should remove "no questions asked" as clearly the user must justify the problems that are experienced with your service.

Regarding the 29 days.... I feel the comment made by me was fair. Out of all the potential deniable reasons for leaving your service, you list only one: requesting your money back on the 29th day. You don't list many... or ANY others... only that. The fact that the timeframe itself is remotely factored into whether it is an acceptable "money back guarantee" is ridiculous. What should timing matter? Perhaps the user was waiting until the last minute to give EliteHosts the opoortunity to redeem theirselves, as they well should.

Let's be straight forward and honest and respectful here, as I think I have been....... I have never, under any circumstance, had any problems with your service. I know you pride your reputation on WebHostingTalk, as various support items urge us to log on and check your reputation on here-- surely you can see the comments, many by respectable members of the web hosting community, largely express that we have a problem with the way you are representing yourself in this matter.

Had I, a satisfied customer, read this thread, and saw your response to it be that you apologize for any confusion, and that you would make your TOS clearer, and the homepage specifically mention that there are conditions attached-- I would not have objected AT ALL.

I don't object to your company. But I have been in the position of this individual before, and chose to stick up for him.

You further indicate that someone canceling 2 hours before their account 30 day mark would be deemed "suspicious", and thus would not be eligible for a refund. Who are you to determine that suspicious activity is in fact malicious in nature?

You further clarify that someone can cancel on the 29th if they experienced downtime or support issues. If this is the only way which someone can cancel, then this must be clearly spelled out. Again "no questions asked" is misleading-- as it implies clearly that you can leave at any time, for any reason.

The thing that bothers me most about your private message is that you state you feel I am being malicious towards your company. I am criticizing your company, yes... but malicious.... I feel is a poor word. But then again, maybe that's exactly how you feel I am being. Fortunately, you have the right to express your opinion, and I the right to express mine.

Whether I remain a member of your company has yet to be determined. It almost sounds like you are asking me to leave after my trial expires. Are you in fact asking me to leave?

Resolution to this issue can be made, and EliteHosts would be commended, if they address this issue, rephrase their money back policy, and move on from here.

Can't you see that's just what the community wants?

Anyone who knows anything about hosting knows the value of these WebHostingTalk forums. They know that they are a useful resource for potential problems which users might experience, user reviews, and problems&resolutions. This respectable forum has a great deal of issue with the way [we feel] you are misleading potential customers.

Will you hear us and simply rephrase. You don't have to admit wrongdoing or that it was any purposeful intent, WHICH I GENUINELY BELIEVE IT WASN'T. But simply rephrase and clarify for your customers so that this issue can be resolved, the community at large can commend the resolution, and others can try your host and experience what I have-- that it truly is dependable and MORE than friendly.

I close just be reiterating that I mean no harm feelings, and please don't further take my messages as malicious. Had this been any host at all-- I would have done the exact same thing.

I look forward to hearing back from you.
Alex

Let me just add one thing...

Recently, I signed up for a VPS from PowerVPS. It it the first time that I ever used their service. For all of my customers VPS needs, I use a different company-- which I would rate NOT as excellent. The ratings for PowerVPS were, however, consistently excellent on this forum, and I wanted to give them a try.

I signed up.... has a great time.... hardly used the service.... sampled it out with various test sites... and cancelled on my 27th day.

I simply told them that I was testing their service-- that I have no need for their services at this time, but my tests concluded that PowerVPS is all that it lives up to. When I choose a company for my VPS needs, you will be it. And you will likely hear from me within 45 days.

Needless to say, I signed up within a month.

THAT, my friends, is quality. THAT is what is advertised-- and that is what is received. And THAT, in closing, is why I support companies like that.

Myself, as a web hosting company and web designer, am faced with many customers who are not happy with services. Sure, in the back of my mind im thinking BS. lol-- but I tell them-- thanks for trying our services... could we have done anything better? Please think of us in the future. Have a good day.

THAT, my friends, is how to handle it.

This is not an advertisement. Please don't think that it is. This is not slander, either.

It is a plea for fairness.

regards,
Alex

I support your opinion Alex, you summed it up pretty well.

Now it's up to you EliteHosts :).

Old thread, but interesting one.

Did nobody notice that the OP opened the account on March 8th (first sentence on this thread) and requested cancellation on March 12th? For me, that does not sound like somebody who tries to abuse the 30 day money back guarantee. That certainly sounds like somebody who is not satisfied with the service provided.

I would strongly suggest to give the person his refund due.

Now it's up to you EliteHosts True. It can't take that long to make the necessary corrections if they so decide. I subscribe to this thread to keep track of it.

This is amazing... reputations aren't easy to come by in this biz, and they've shattered a pretty good one over a lousy $20 refund. And then set it in concrete by trying to defend it instead of just doing the right thing. This has to be up there with "New Coke."

Man!

I hate hosting providers like this. They offer you something on their home page and when you take them up on it they pull out the fine print and say you can’t have it.

The really sad part is that in the world of discount hosters they are not the exception. Almost makes me want to go back to XO.

And the craziest thing is this is a GOOD and REPUTABLE host that is doing this.

Why would they be so foolish?
Correct your faults, move on.

After extended internal review, taking into account that our front page did in fact misrepresent our policy as stated in our TOS, the remainder of the customer’s payment has been refunded.

In light of this event and to encourage potential customers to try our services without hesitation, our policy has been revised and the clauses in our TOS and text on our homepage have been modified to reflect a 100% money back guarantee in the event of a cancellation, regardless of circumstances.

Good on ya.

Sounds like you may have learned something from this thread.
As AussieBob pointed out if they have not spamed or some other TOS violation, refund the money wish them well.

Ding,,, Next.

I just wanted to say....

Thank you.

Nothing more, nothing less.

And oh yeah...
As I've always said: the service from this host is excellent.

Perhaps that's the reason they were afraid of people taking advantage of their offer-- it really is PREMIUM bandwidth.


Alex

Kudos Avi - I have heard wonderful things about EliteHosts and this just didn't jive. Good job in correcting it.

Very well done Avi! :agree:

thank you for correcting this elitehosts...

i really didn't want to move all my flippin sites again :)

It's always good to hear a resolution. Best of luck!