Recently I went looking for a new hosting service for my ecommerce site. After doing quite a bit of research here, I decided on Gearhost. I signed up for a year, and started getting ready to use their service. After twiddling with my software, I came to realize that it really didn't run well on a Windows-based server, it really needs to reside on a Linux-based box. I decided I would have to cancel the hosting with Windows-only based Gearhost, well within their 14Day money-back time period. I was sure such a professionally-presented company would handle it professionally.. That's where I was horribly wrong.

I called... transferred to voice mail, no call back/email.
Called again.. transferred to voice mail, no call back/email.
Emailed support, no call back/email.

After a few days pass, getting frustrated, I email all departments, and send a fax. I get a call back this time, and am told in a very snide tone that I need to use their "Cancel Account" link on their support page. Sure I missed it, but why did I have to send so many messages/make calls and no one told me of this? A simple email would have sufficed.

So... I do what I'm told... Over a week ago. You guessed it.. no call back/email., and no credit! Go figure!

I had seen similar posts here, and honestly didn't think I would have to cancel. They are slick, they have a nice control panel and web stat programs, the prices are reasonable, but I have to give them a big fat F overall.

I'm sure the damage control people will be here soon, and Ryan seems like a nice-enough guy, but this has been one to most unprofessional companies I have ever dealt with, and he needs to work a lot on communication with his customers, before they are forced to post in public. :(

:( Sorry to hear about your problems... :(

Dont let them do that to you, call your credit card company and have them do a charge back to that host. Tell you credit card compnay they will not give you your money back. If the host wants you to play their game do what I just said :)..... But your right that is BS what they did to you......

Sorry, to hear that you had a problem. They had a lot of complaints here awhile back, but I thought they had improved. I guess not.

Also sorry for your trouble. Hope it gets resolved for your soon.

Mark (thread starter),

Glad to hear you’re on the WHT forums. Would like to correct some incorrect information you posted though.

well within their 14Day money-back time periodOur money back guarantee is 30 days, not 14.

I called... transferred to voice mail, no call back/email.Actually you got called back twice by Zeb in support confirming your cancellation. Your initial request was through a ticket which, as noted on our site, is not correct. You needed to follow a simple procedure which Zeb walked you through and you completed on the 8th of this month (as you mentioned in the post).

My point is this Mark, cancellations with any company (take you local cable or telco company) can take a few days. It took us 7 days, normally shorter but in this case 7 days, not 30 or some outrageous number, yet you called/emailed/faxed/posted on WHT, like we were going to hold your money hostage. Your request was made on the 8th and your account was to be cancelled but sometimes cancellations can take a week for them to go through Billing (in this case just that). Albeit, most only take a few days but some can take longer in lieu of any special requirements a customer might have (you did not in this case though).

With all that you can rest easy tonight knowing your money was refunded, a confirmation from Billing and a follow-up call from me.

/*edited*/
Removed customer info as this should not of been disclosed.

The hosting industry is young and very immature. Don't try getting a website without expecting problems - chances are you won't find that perfect host on your first try. Don't give up either - take the mistake in stride and use it to learn more on your next host. I think the most important thing for a host (and we model our business around this) is customer relationships. Customer's need to have direct, easy, reliable communication points - and thats how to avoid all problems. I can honestly say that I belive 95% of all complaints could have been resolved with (as you mentioned) not only better but at least SOME communication.

Aye - that's the key - *communication*.

Someone once posted that you should treat every customer as if they are your only one. But too many treat support as an annoyance - like a dispoable free gift, rather than an essential part of the purchase.

Btw - Ryan - personally, I'm not sure that posting the customer's name and URL was a very professional thing to do. The internet provides anonymity. Unless people specifically declare against using that anonymity, then you should not seek to violate it.

Originally posted by RyanK

yet you called/emailed/faxed/posted on WHT, like we were going to hold your money hostage.



Maybe he knows your history of holding people's money hostage and was a little concerned:

http://webforums.macromedia.com/coldfusion/messageview.cfm?catid=14&threadid=228379&highlight_key=y&keyword1=gearhost

http://webforums.macromedia.com/coldfusion/messageview.cfm?catid=3&threadid=242196&highlight_key=y&keyword1=gearhost

http://www.webhostingtalk.com/showthread.php?s=&threadid=38098&perpage=15

Gearhost -

I think it was very unprofessional of you to post your customers URL and his full name. Thats bull.... why would you do that?

I think you violated his right to privacy.

Maybe I am wrong. I dont think that is fair to your client base.

Originally posted by RyanK
Mark Samaniego (greatpcstuff.com),

Glad to hear you’re on the WHT forums. Would like to correct some incorrect information you posted though.

Our money back guarantee is 30 days, not 14.

Actually you got called back twice by Zeb in support confirming your cancellation. Your initial request was through a ticket which, as noted on our site, is not correct. You needed to follow a simple procedure which Zeb walked you through and you completed on the 8th of this month (as you mentioned in the post).

My point is this Mark, cancellations with any company (take you local cable or telco company) can take a few days. It took us 7 days, normally shorter but in this case 7 days, not 30 or some outrageous number, yet you called/emailed/faxed/posted on WHT, like we were going to hold your money hostage. Your request was made on the 8th and your account was to be cancelled but sometimes cancellations can take a week for them to go through Billing (in this case just that). Albeit, most only take a few days but some can take longer in lieu of any special requirements a customer might have (you did not in this case though).

With all that you can rest easy tonight knowing your money was refunded, a confirmation from Billing and a follow-up call from me.

Your records/statements are wrong. I received one call, not two. "Walked through"? Hardly, by the tone of voice used, I was just being a pain in the ass, inconveniencing your firm with my bothersome requests. I hate to think what would happen if I needed real support.

Yes, it is a simple procedure, and yes, I did miss it. But I reiterate: Why didn't someone take 2 seconds to email me the info on how to cancel or the link to it? WHy did I have to go to such lengths?

My initial request was made WELL before 11/08, and was ignored. The 8th was my 3rd attempt, when I faxed/emailed multiple departments, as I wasn't getting anywhere any other way.

Funny, but I got my credit today, right before you posted. So does it REALLY take 7 days? (As you say)

The ONLY email I have ever received from Gearhost during this whole charade was the initial sign-up emails, and the one finally cancelling my account today. I guess I *did* have to come here to get your company to listen.

Oh, and thanks for postng my URL, additional traffic is always good!

I'll make sure to bump this thread once in awhile as well.. :mad:

COMMUNICATION = GOOD

To the other posters: I am generally happy with the hosting services I have used, his is the exception to the rule, thanks for posting.

Mark Samaniego
GreatPCStuff.com

Originally posted by SuperSix


...
Oh, and thanks for postng my URL, additional traffic is always good!
...


<sarcasm>
don't say that, he may decide to charge you for promoting your business
</sarcasm>

Wow..

Lots of good (Bad for GH) info HERE (http://www.webhostingtalk.com/showthread.php?s=&threadid=38098&perpage=15&pagenumber=8) .

What a scammer. Maybe I should shut up until I see the credit hit my credit card :rolleyes:

I'm also a little disheartened in Webhostingtalk, that they would accept advertising from such a shifty company..

But I love the site! :D

I would never host with a company that argues with a customer, particularly in a public forum. That was one of the main things I looked for when I was looking for a new host.
It basically says that the company doesn't understand the importance of customers to a business.

You may have already taken action - you may have already gotten a refund - but if you haven't, contact your local law authorities or your state's office of consumer affairs before you attempt yet another chargeback. You may have rights in your state which mandate that you can get your money back. This would mean that neither you nor your credit card company needs to go through another chargeback procecure; and chargebacks shouldn't be a first line of defense - only to be used if you are unable to resolve a situation with the merchant, or if your card was used fraudulently.

And wherever you end up next (or wherever you are now), best of luck. Sounds like you had a rather unpleasant experience - time to balance things out a smidge, perhaps.

Originally posted by living_media
You may have already taken action - you may have already gotten a refund - but if you haven't, contact your local law authorities or your state's office of consumer affairs before you attempt yet another chargeback. You may have rights in your state which mandate that you can get your money back. This would mean that neither you nor your credit card company needs to go through another chargeback procecure; and chargebacks shouldn't be a first line of defense - only to be used if you are unable to resolve a situation with the merchant, or if your card was used fraudulently.

And wherever you end up next (or wherever you are now), best of luck. Sounds like you had a rather unpleasant experience - time to balance things out a smidge, perhaps.

He says it's credited, I'll believe it when I see it on the online CC statement. After looking at this guy's past, I have a right to be very wary of anything he says..

Spin control:
I just noticed he edited is post - removed my full name and website..

No ethics and no balls... :(

Lets not be childish and insulting.

In all fairness, how difficult is it to try CANCEL@GEARHOST.COM as a route to cancel ?

I havent checked their website, but I wouldnt be surprised if the method of cancelling was on the FAQ/knowledge base.

Yes, whoever you spoke to should have been professional about your cancellation.

but ranting and raving over a few days of not being cancelled quickly enough for your taste (which was completed well before being billed an additional month) is unreasonable (in my humble opinion).

Yes, maybe a few malcontents have issues with this host and that host from time to time. when a host has LOTS of customers that percentage of unsatifyable people stays there and grows along with the rest of the customer base, except they are very vocal about their personal gripes while the happy customer usually doesnt think about his or her host at all.

Originally posted by greatbeast
Lets not be childish and insulting.

In all fairness, how difficult is it to try CANCEL@GEARHOST.COM as a route to cancel ?


Didn't the original post state that he did not see the cancellation information on the website? You haven't even looked at the company's website, so how can you give information on cancelling an account? Gees...

Issue seems resolved, far as I can tell.