I bought a Master Reseller Package from IROCK Web Hosting on February 4th. According to the terms of service I am entitled to a 15 day Money Back Guarantee. After multiple problems with email accounts, non functional and bastardized CPanel I decided last night to cut my losses and get a refund. Today they are responding that I won't be issued a refund because and I quote:

"It's just so simple to request backup of your account and your clients account"

There are multiple functions disabled in standard CPanel its tough to recognize it as an actual CPanel.

I HIGHLY recommend you stay away from this company. Their TOS is meaninglessif they can't even stick by a simple "Money Back Guarantee"

I bought a Master Reseller Package from IROCK Web Hosting on February 4th. According to the terms of service I am entitled to a 15 day Money Back Guarantee. After multiple problems with email accounts, non functional and bastardized CPanel I decided last night to cut my losses and get a refund. Today they are responding that I won't be issued a refund because and I quote:

"It's just so simple to request backup of your account and your clients account"

There are multiple functions disabled in standard CPanel its tough to recognize it as an actual CPanel.

I HIGHLY recommend you stay away from this company. Their TOS is meaninglessif they can't even stick by a simple "Money Back Guarantee"

I'm sorry to hear that. What that the complete response? It sounds incomplete.

The Complete response was:

Hello,

Your reason is not as valid, however we admit that we have some problems on the e-mails however we are not here sleeping, we are working towards this problem, and also backups are disabled due to the fact the it will overload the server once executed and we do not want an overloaded server that could somehow loosen the quality of service we can give. It's just so simple to request backup of your account and your clients account.

Overloading the server with backups seems like a bad server setup to me because I have a 1.99 hosting plan on another host and they don't limit my backups.

Anyways this has been a lesson and its interesting to see how poorly run businesses attempt to steal money from people.

Edit:

I'm sorry you lost your money :(

I hope you get a new reseller package soon from a reliable company ;)

It sounds like their server may be overloaded if they disable backups from cpanel.

Greetings,
I hate when hosts turn off cPanel Backups, it is a cheap way to try to put more customers on a single server. Hosts should ENCOURAGE users to do backups, not stop users from doing backups. This is to protect the customer in the event there is a major problem with the server (Disk Failure/Act of God/etc).

Do you mind advising the other ways they unjustly distroyed cPanel.

Off the top of my head without going into the panel to look I know awstats is disabled.

Off the top of my head without going into the panel to look I know awstats is disabled.

Greetings,
He is definately using a few of the shady tactics to try to put 3x the number of customers on the server then there should be.

I also just read that full response from the support and it is without question very unprofessional. "Its not like we are sleepling" is not a way to EVER address a customer.

I also read their website and I love their Master Reseller Plans (250 GB Space for $8.95 per month) and they say they dont oversell because they only put 15 Master Resellers on a server.

Does he really have 4 TB of space on the server, and is it possible to afford it with a maxiumum income of $134.25 per server per month?

Sorry to hear about this..It's sad they refuse refund as you never abused any TOS.

Best of luck on your new host.

Here is the latest I went on live help and the following transpired:


Matt says:
Well if you continue your bad behavior we will be forced to suspend your account.

Gusvision says:
bad behavior?
I paid for a service
you refuse to live up to your TOS
so now we will see what happen

Matt says:
Have you completely read our TOS?

Gusvision says:
yes
I am entitled to 15 day money back guarantee
you are refusing it

Bad behavior means this forum post by the way ....its bad behavior to have the truth told.

My account is suspended now LOl what a tool

Here is the latest I went on live help and the following transpired:


Matt says:
Well if you continue your bad behavior we will be forced to suspend your account.

Gusvision says:
bad behavior?
I paid for a service
you refuse to live up to your TOS
so now we will see what happen

Matt says:
Have you completely read our TOS?

Gusvision says:
yes
I am entitled to 15 day money back guarantee
you are refusing it

Bad behavior means this forum post by the way ....its bad behavior to have the truth told.

My account is suspended now LOl what a tool

It's quite sad to see a company resort to such methods. It shows a good amount of character on the individuals the run the company; dishonesty.

Hopefully, you have backups of your data/clients data and can find a suitable host, always be sure to check a host thoroughly before going with them though, never know what kind of skeletons they might hide.

In the first place I wouldn't have gone for a "Master Reseller"

It sounds like their server may be overloaded if they disable backups from cpanel.

Exactly what I thought, I've seen that time and time again, I've also seen companies limit backups to only 25 megs.

I hope you get everything worked out ok.

If you payed with PayPal you should try to dispute the charge, it may not work but its worth a try. Its sad to see a host blocking free speech, hope you find a better host!

Wow. Thats a pretty shady deal you have there. I cant imagine any good reason someone would disable backups in cPanel, its just not worth the hassle.

Good luck finding a new host!

If you payed with PayPal you should try to dispute the charge, it may not work but its worth a try. Its sad to see a host blocking free speech, hope you find a better host!

It is worth a try. Make sure you quote their 15 day money back guarantee and bring up the date of your payment in your dispute.

You bought an advertised service with an advertised guarantee. They admitted they had problems and refused your request for a refund and suspended your account. They also complained about backups and disabled features in cPanel. These are the kinds of unprofessional tactics we need to be aware of ... good luck with your new provider.

It is worth a try. Make sure you quote their 15 day money back guarantee and bring up the date of your payment in your dispute.
Also let them know that you have been suspended.

Wow! It's hard to believe that businesses like this one is still out there. I'm really sorry to hear you're having this nightmare. There are tons of great reseller opportunities out there and I'm sure you will find the right one soon.

Their ToS says this regarding the refund.
Refunds are solely for within the 15 Days Money Back guarantee period from the time your account was activated. Refunds are only applicable when client cannot access their site for more than 24 hours, if they did not violate any rules written under this page, and if you are not on monthly subscription.
It is a conditional refund in a way. So I think they have some thing there to deny a refund. Any way most of the reliable providers won't deny a refund. Also I also have the opinion their response is not professional.

In the first place I wouldn't have gone for a "Master Reseller"

Along with alpha master super-duper reseller accounts. They just scream stay away!

I just contacted Wild West Domains who is IRocks Domain Registrar. They informed me that the name I paid for is in the name of Irock Hosting and they are the legal owner. I could pay $1500 to dispute that.... I think I'll let that domain go.

Is that normal to have the legal owner be the domain reseller? I have never had a problem like this before.

Thanks for informing us about this host, Ill look into it, Have you ever tried telling them about the ToS?

A host should never register a clients domain under their name. Unfortunately that's a somewhat common practice and is very shady.

Our clients own their domains, even the ones we give away with packages. As long as they have a package with us and remain with our registrar, it will continue to be free. If they want to move it away or they no longer have a package with us, they're responsible for the payments. But in any case, they own the domain. We just pay the bill each year until they are no longer a client.

A host should never register a clients domain under their name. Unfortunately that's a somewhat common practice and is very shady.

Our clients own their domains, even the ones we give away with packages. As long as they have a package with us and remain with our registrar, it will continue to be free. If they want to move it away or they no longer have a package with us, they're responsible for the payments. But in any case, they own the domain. We just pay the bill each year until they are no longer a client.

Hello,
I will have to agree with you on that one

Wow. Just read the first page.

What a joke. These guys must be sent to kindergarten.

That's shame. I'm sorry to hear that. Anyways. If pay by paypal via paypal balance. you should file a dispute or if you pay via paypal but using your credit card. you should do chargeback in your credit card. so that you have the hope to get your money back.

A host should never register a clients domain under their name. Unfortunately that's a somewhat common practice and is very shady.

Our clients own their domains, even the ones we give away with packages. As long as they have a package with us and remain with our registrar, it will continue to be free. If they want to move it away or they no longer have a package with us, they're responsible for the payments. But in any case, they own the domain. We just pay the bill each year until they are no longer a client.

Yes a reputed provider will never try to hold their client's domain. This is really a bad practice. In this case it seems his domain is even not free domain with his account. I assume OP had registered it through them and paid for the domain. If so that is not at all ethical from a provider. Sad to hear this.

i always doubt most the reseller hosting companies, something or the other they screw up customers in long run. better go for VPS, it might cost additional $20 but safer.

Wow @ their responses.
You are clearly dealing with someone who lacks basic education.

Registering your domain in their name was particularly underhanded.
Perhaps you can show the domain registrar your proof of purchase?

I notice the TOS was just updated February 3rd.
When did you sign up?

Have you tried to file dispute with Paypal or your credit card company?

Looking at their website and twitter,
You are likely dealing with 1 to 3 novices trying to make a quick buck.


Disk Space: 250 GB
Bandwidth: 1TB
Monthly Price: $8.95

They are clearly overselling in a big way.
I'm willing to bet their entire server doesn't even have 250 GB of disk space.

:rolleyes:

I bought a Master Reseller Package from IROCK Web Hosting on February 4th. According to the terms of service I am entitled to a 15 day Money Back Guarantee. After multiple problems with email accounts, non functional and bastardized CPanel I decided last night to cut my losses and get a refund. Today they are responding that I won't be issued a refund because and I quote:

"It's just so simple to request backup of your account and your clients account"

There are multiple functions disabled in standard CPanel its tough to recognize it as an actual CPanel.

I HIGHLY recommend you stay away from this company. Their TOS is meaninglessif they can't even stick by a simple "Money Back Guarantee"

Hello,

Make sure you have carefully and understand to read our TOS specifically on the Cancellation section. And make sure that you've not violated any policy under it.

We have disabled backups in order to have a non-overloaded server, and WE CAN PROVE that we do not have overloaded server. Our non-violator clients can prove that. As we have advised him, not to get in too much anger as it wont help us getting this issues fixed.

As everyone know Backups uses a lot of CPU and so we have to moderate things such as that in order to prevent such issue (that may occur not today or in the future) and also to have an extremely fast loading on your website(s) and your clients website(s).

We have also noted that he want a backup every 5-15 minutes I guess, which is not possible on a shared sever because as it name says IT IS SHARED, meaning its not only you are using the server, we have also advised him to get a VPS or a dedicated server somewhere in order to satisfy your needs, to take note that this is not a backup storage this is a WEB HOSTING server.

We would also like you to know that NOT all web hosting companies are offering the SAME cPanel functionalities.

He's account was suspended at the moment as he just judged how Filipinos did business which is a discrimination in our part and a part of our TOS says:

Any attempts to undermine, slander, libel, threaten, or cause harm to a iRock servers, customer, employee, or the company directly or indirectly is strictly prohibited and is grounds for immediate termination without refund. In addition, we will pursue all attempts to the fullest extent of the law.

It's not libel nor slander but it CAUSES harm indirectly to our employee and even the company owners' nationality.

We have updated our ToS to wrap up all these things inspite of all the things that Gusvision said or claim, which some of it are not correct, we have also refunded him in full.

This is to make a resolution on something that we are wrong and some part of his words that are not TRUE on our side.

And we would like to thank you all for sharing your experiences and somehow we have learned from it.

I in fact did receive a refund.

I in fact did receive a refund.

Thank you for your confirmation. We have also sent you e-mail regarding this issue.

Great ending but you should lower your specifications to something more reasonable on your site but its your internet web hosting business. Your choice.

Wow,
I wish I read these page sooner, the owner of this company simply has poor communication and buisness practices. I bought a $1.95 hosting account on Tuesday, and just last night I had to submit a ticket to get my account "created" because the WHMCS was having problems..after all this your cPanel for the so called "germany" server is not resolving, nor is FTP and DNS.
What is more silly is that there actually looks like no server, as well as other clients on your homepage websites are down. I did a little research and it seems like the domain irockwebhosting.net/.com was recently bought, which hosts other overselling hosting websites on the ip.

I also do not like how it takes so long for you to respond to the refund guarantee and this problem on webhostingtalk, you also apply the same poor practices. This is not an attempt to judge Filipinos I just simply want my service or money?
Thanks.

Wow,
I wish I read these page sooner, the owner of this company simply has poor communication and buisness practices. I bought a $1.95 hosting account on Tuesday, and just last night I had to submit a ticket to get my account "created" because the WHMCS was having problems..after all this your cPanel for the so called "germany" server is not resolving, nor is FTP and DNS.
What is more silly is that there actually looks like no server, as well as other clients on your homepage websites are down. I did a little research and it seems like the domain irockwebhosting.net/.com was recently bought, which hosts other overselling hosting websites on the ip.

I also do not like how it takes so long for you to respond to the refund guarantee and this problem on webhostingtalk, you also apply the same poor practices. This is not an attempt to judge Filipinos I just simply want my service or money?
Thanks.

First, its NOT TRUE that you bought on TUESDAY, you ordered 2/18/2010 @ 8:45 AM +8 GMT. We do have your account information + your sign up IP. And your Account Information was sent at 2/18/2010 @ 9:49 AM +8 GMT. We do have proofs and we can show it here if NEEDED.

We have responded to your ticket and we have explained there about your issue. You can all say what you want about us, but we can really prove that we do not have an overloaded server. Not much for word but our clients can prove that.

We admit that we have problems on our WHMCS automation, but we, having NO SERVER is NOT TRUE. Just make sure your IP was not blocked on the server, that's why we did ask you about that matter.

This is unfair with us saying FALSE STATEMENTS without confirmation, but this is a challenge for us to defend our SIDE. If I am only allowed to post his/her domain here, then you can verify it, for EVERYONE from your end.

I am agreed with you.

You can go ahead and prove to us. We couldn't take this for-granted making people believe we do have overloaded server, which infact we DO NOT HAVE.

First, its NOT TRUE that you bought on TUESDAY, you ordered 2/18/2010 @ 8:45 AM +8 GMT. We do have your account information + your sign up IP. And your Account Information was sent at 2/18/2010 @ 9:49 AM +8 GMT. We do have proofs and we can show it here if NEEDED.

We have responded to your ticket and we have explained there about your issue. You can all say what you want about us, but we can really prove that we do not have an overloaded server. Not much for word but our clients can prove that.

We admit that we have problems on our WHMCS automation, but we, having NO SERVER is NOT TRUE. Just make sure your IP was not blocked on the server, that's why we did ask you about that matter.

This is unfair with us saying FALSE STATEMENTS without confirmation, but this is a challenge for us to defend our SIDE. If I am only allowed to post his/her domain here, then you can verify it, for EVERYONE from your end.

Thanks for responding to my ticket. But I still do not have access to my domain, ftp, cpanel.. and why would you block my IP from entering the server? Doesn't make sense. Also, it seems like support is right my domain is resolving through anonymouse.org
You can post my domain if you would like. I would rather this be a DNS resolving issue than something more problematic but I just don't see that happening.

We have disabled backups in order to have a non-overloaded server, and WE CAN PROVE that we do not have overloaded server. Our non-violator clients can prove that. As we have advised him, not to get in too much anger as it wont help us getting this issues fixed.

As everyone know Backups uses a lot of CPU and so we have to moderate things such as that in order to prevent such issue (that may occur not today or in the future) and also to have an extremely fast loading on your website(s) and your clients website(s).

We have also noted that he want a backup every 5-15 minutes I guess, which is not possible on a shared sever because as it name says IT IS SHARED, meaning its not only you are using the server, we have also advised him to get a VPS or a dedicated server somewhere in order to satisfy your needs, to take note that this is not a backup storage this is a WEB HOSTING server.

Hello,
A Classic case of "Open Mouth Insert Foot Syndrome". Most hosting companies do not turn off backups but still manage to keep a very stable server. Yes backups do cause a spike in server load the server should still have enough resources to cover them. Also if you are "Not Overselling" it should not be a problem for customers to store backups on your server.

Other things that cause a high load;

AwStats Logs
MySQL

We would also like you to know that NOT all web hosting companies are offering the SAME cPanel functionalities.


Hello,
You are correct, most hosting companies DO NOT turn off backups for their customers. I also know that I have a pretty unique setup myself but everything stays ticking and secure from my end.

Is your uniqueness that you sell master accounts? If so I think we can do a head to head compairison.

Similar problem and add on to previous "ALERT" about iRock Hosting.
Stay AWAY from them.

I bought the basic hosting with iRock on 2/16 to try their service before getting their Reseller plan. Immediately we experienced problems with email set up. I had two other hosts and decided to use the iRock account later when I had some time. This week (4/14) I tried to login - didn't work, tried ftp - didn't work. Send "Urgent" ticket = 24 hrs no reply, including my question: "how to change the main domain name", which he offered in his later response to do, if I would send details.

Then I send a ticket a day later to the billing dept. to cancel acct and refund request (a whopping $1.95 for current month 4/16 to 5/15). Now received response that no refund would be issued, since I'm past 15 days (duh, I know it was past 15 days since 2/16) Request was for new month because I double paid in March thru May 15.
And just received one snetence note to retry to login. No response or advise how and what happened.
Fact is: since February they changed from a German server to a server in Netherland, their 2nd server location also was changed in the US.
They claim they own their servers, reality of rapid changes prove different. They are just renting space and possibly change (*when bills are due - who knows? *just a guess.)
The $1.95 was just a principal issue for me and showed, that their courtesy and replies are lacking common business sense.

I am adding complete copy of their response to my follow up email:
"""""This is again the policy of the company 15 days moneyback guarantee by the time you've registered with us and rules doesn't apply to the next recurring payment. It has also been not our concern if you are not using your account for during 4/15 - 5/15 since you already paid that invoice.
Unfortunately you could say whatever you want about us but we need to stick on company rules. I asked you on the previous ticket on how are you going to use your account and then you refused so, this is not anymore our issue.
We admit that we commit error and the only way we could solve that is you to cooperate with it.""""""

#1 I did not refuse (I just decided not to change and work with them anymore.
#2 The date of contract is 4/16 (which was also the day of cancel and refund request)
#3 Their response lacks all common sense

here is their 1st response to my refund request and shows that they are not able to deliver their 24/7 response and service guarantee:
"""""Unfortunately we cannot anymore refund you as your 15 days have already passed since you've registered with us. We do apologize if you are having problems with your site(s), however we would like to inform you that we are also humans and we live in a place where we tried to stay to a non disastrous conditions. I hope you understand our part.
The reason that you are not able to login to your account because might be you have entered the wrong logins. Please do let me know the new domain that you would like to change with x*********** and we will be sending you out a new welcome e-mail."""""

this is all I got for my problem not being able to login.......

anyhow, when prices and offers are too good to be true......

There are enough good companies with high recommendations here on WHT, and iRock is definitely not recommended.

The Complete response was:

Hello,

Your reason is not as valid, however we admit that we have some problems on the e-mails however we are not here sleeping, we are working towards this problem, and also backups are disabled due to the fact the it will overload the server once executed and we do not want an overloaded server that could somehow loosen the quality of service we can give. It's just so simple to request backup of your account and your clients account.

Overloading the server with backups seems like a bad server setup to me because I have a 1.99 hosting plan on another host and they don't limit my backups.

Anyways this has been a lesson and its interesting to see how poorly run businesses attempt to steal money from people.

Any company that has backups disabled is a company that you need to run the other way from. :gone:

I am sorry to hear about your loss, if you are expierencing problems still with getting a refund, you might need to contact your credit card provider and file for a chargeback, since you did not get the service that was requested. I am not one to usually suggest chargebacks, but is it a good idea in your situation.

That is a tough deal, goodluck finding a new host.

PS: Maybe try to contact the Owner(s) or Heads of Operations, try to get in touch with them, if you go high enough you'll find most are willing to resolve without any need for dispute.

Sorry to here about what happened. Though if you do need a good reseller I know of one. Hybrid-Hosts.net has some really cheap prices for great services. For example, You can get a Alpha/Master Reseller account with unmetered Bandwidth and DiskSpace for $10 (USD) monthly, $25 (USD) Bi-Annualy, or $50 (USD) Annually. So you not only get great prices but you have the choice not to get sucked into long contracts. I hoped I helped! :)

Sorry to here about what happened. Though if you do need a good reseller I know of one. Hybrid-Hosts.net has some really cheap prices for great services. For example, You can get a Alpha/Master Reseller account with unmetered Bandwidth and DiskSpace for $10 (USD) monthly, $25 (USD) Bi-Annualy, or $50 (USD) Annually. So you not only get great prices but you have the choice not to get sucked into long contracts. I hoped I helped! :)

Seems like overselling to me. :S

$1.95 per month for hosting? Really? And you expected something different than what you got?

For just $2 you want a refund and they won't give it to you? Wow its only 2 bucks dude, I would send that much money on a plan just to see how there servers are, And if i don't like it I would just leave it and forget about ir or cancel it and won't ask for a refund.

this case are appen with major webhosting providers,
Call them by phone and disput Them you may Get your Money back.

or the Safeway for you is to Disput the transaction with your Payment option, give them the proofs of the problem, and they will cancel the transaction and get your money back.

thanks.

This thread isn't real. Yes, i know it, because i'm a customer of iRock since a few months. I've got the Master reseller package A - cPanel works like a charm. I don't know what problems you've got. Ok, the last day they got some very annoying 500 Internal Server Error errors, because one RAM of the server was invalid. Today all is fixed. Support is friendly too - So i'm happy ;)

All I can say is Wow!

For a couple bucks I think all this negative publicity is simply not worth it. And registering the client's domain name in their own.. tsk tsk, very unprofessional and extremely shady IMO.

Yeah registering the clients domain in there name is something I have never seen.

He is definately using a few of the shady tactics to try to put 3x the number of customers on the server then there should be.