Note: I chose Uptimehost because I read an article on Litespeed's website (http://www.litespeedtech.com/latest/uptimehost-selects-litespeed-web-server-for-its-clustered-cloud.html). Never again.

I was hosted with Uptimehost from March 2010 - September 2010.

I contacted Uptimehost's billing support on 8-27-2010.
I received a response on 9-26-2010.

That's a month. Wow. This should give you a little clue about how this company does business and values their customers.

I left Uptimehost because they were constantly having site outages, slow server performance (just read their tweets - http://twitter.com/uptimehost), and because they never did honor their automatic crediting agreement when sites went down (https://www.uptimehost.com/web-hosting/guarantees.php). They insisted that customers experiencing downtime email customer support to receive their credits, even though their site states:


automatically apply a credit to your account!


Whatever.

All in all, I'm quite disappointed because I feel the slowness of their server negatively impacted my Google ranking. And I did not feel like a valued customer.

I've since moved all my domains and sites to another host, and I'm pleased with their customer support and server speed.

I've copied and pasted a little back and forth between myself and Uptimehost support regarding getting a refund for the surplus dollar amount in my account. I have nothing hosted on their servers at this point in time. I have no idea what's going to become of this, but I wanted to save other people from experiencing my level of frustration with Uptimehost.

Buyer beware.



View Ticket #918715
Department Date Subject Status Urgency
Billing 2010/08/27 14:28 Refund $100.00 Surplus Back to Me, Please. [MERGED] Customer-Reply High

Tony ***** Jr
Client 2010/08/27 14:28
I show a credit of $100.00 for my uptimehost account.

Due to the lack of technical support than I'm receiving, and due to the slowness of my sites, I have decided to change to another hosting company. I will complete the remainder of the month with Uptimehost in preparation.

Please refund the $100.00 surplus back into my credit card and/or paypal account.

----------------------------
IP Address: **.**.**.**
Tony ***** Jr
Client 2010/09/06 18:38
It should not take this long. This is a simple request.

Tony ***** Jr
Client 2010/09/09 19:14
Are you seriously refusing to do a refund?

Tony ***** Jr
Client 2010/09/10 16:16
Since 8-27-2010, I have requested that the surplus $100 in my account be refunded to me. No one has responded to my request. Therefore, I'm sending my request to this department in an effort that a human being will read and honor it.

Thanks.

----------------------------
IP Address: **.**.**.**

Tony ***** Jr
Client 2010/09/12 09:41
I have no recourse at this point but to write a descriptive review of Uptimehost on the forum Web Hosting Talk. Perhaps if I share my experiences, I'll save other customers for such a hassle!

Kevin Moonlight
Staff 2010/09/26 20:45
Hello Tony,

How is it that you feel you have a $100 surplus?

This does not make sense, can you please provide a list of payments which created this alleged surplus. I do see numerous credits on your account, however I feel they may be a system error due to the nature of the notes associated to them, and even still they would not be refundable for money, they would only be applied to future services.


---
Kevin Moonlight
UptimeHost




Tony ***** Jr
Client 2010/09/26 22:03
Kevin.

There is no system error. All financial transactions were done through Paypal. I have a record of all transactions sent to uptimehost. I will copy and paste them all here.

I do not want future service with uptimehost. I want to take what's mine and leave. Plain and simple.

March 25, 2010 - $25.00
April 17, 2010 - $25.00
April 25, 2010 - $25.00
May 17, 2010 - $25.00
May 25, 2010 - $25.00
June 17, 2010 - $25.00
June 25, 2010 - $25.00
July 17, 2010 - $25.00
July 25, 2010 - $25.00
August 25, 2010 - $25.00

Total number of Payments = 10. (25.00 x 10) = $250.00
Hosted from March 2010 - September 2010, $25.00 per month, (25.00 x 7 months) = $175.00

$250.00 - $175.00 = $75.00

******************************************************************

Transaction Details

Recurring Payment Sent (ID #42J54154AA047754N) View Details
Merchant Name:
UPTIMEARCHIVE INC
Merchant Email:
paypal@uptimehost.com

Merchant Information

Customer Service URL:
http://www.uptimehost.com
Customer Service Email:
support@uptimehost.com

Total Amount:
-$25.00 USD
Amount:
$25.00 USD
Tax Amount:
$0.00 USD
Ship Amount:
$0.00 USD
Fee amount:
$0.00 USD
Net amount:
-$25.00 USD

Date:
Mar 25, 2010
Time:
15:46:39 PDT
Status:
Completed

Subject:
You have sent $25.00 USD to UPTIMEARCHIVE INC with PayPal
Funding Type:
Credit Card
Funding Source:
$25.00 USD - Visa Card XXXX-XXXX-XXXX-6820
This transaction will appear on your bill as "PAYPAL *UPTIMEHOST".

******************************************************************

Transaction Details

Recurring Payment Sent (ID #9E362775RF074074G) View Details
Merchant Name:
UPTIMEARCHIVE INC
Merchant Email:
paypal@uptimehost.com

Merchant Information

Customer Service URL:
http://www.uptimehost.com
Customer Service Email:
support@uptimehost.com

Total Amount:
-$25.00 USD
Amount:
$25.00 USD
Tax Amount:
$0.00 USD
Ship Amount:
$0.00 USD
Fee amount:
$0.00 USD
Net amount:
-$25.00 USD

Date:
Apr 17, 2010
Time:
08:57:21 PDT
Status:
Completed

Subject:
You have sent $25.00 USD to UPTIMEARCHIVE INC with PayPal
Funding Type:
Instant Transfer
Funding Source:
$25.00 USD - SouthWest Bank Checking (Confirmed) x-5037
Back Up Funding Source:
Visa Card XXXX-XXXX-XXXX-6820

******************************************************************

Transaction Details

Recurring Payment Sent (ID #76H91490T15611004) View Details
Merchant Name:
UPTIMEARCHIVE INC
Merchant Email:
paypal@uptimehost.com

Merchant Information

Customer Service URL:
http://www.uptimehost.com
Customer Service Email:
support@uptimehost.com

Total Amount:
-$25.00 USD
Amount:
$25.00 USD
Tax Amount:
$0.00 USD
Ship Amount:
$0.00 USD
Fee amount:
$0.00 USD
Net amount:
-$25.00 USD

Date:
Apr 25, 2010
Time:
05:58:56 PDT
Status:
Completed

Subject:
You have sent $25.00 USD to UPTIMEARCHIVE INC with PayPal
Funding Type:
Credit Card
Funding Source:
$25.00 USD - Visa Card XXXX-XXXX-XXXX-6820
This transaction will appear on your bill as "PAYPAL *UPTIMEHOST".

******************************************************************

Transaction Details

Recurring Payment Sent (ID #2V072876GA861351R) View Details
Merchant Name:
UPTIMEARCHIVE INC
Merchant Email:
paypal@uptimehost.com

Merchant Information

Customer Service URL:
http://www.uptimehost.com
Customer Service Email:
support@uptimehost.com

Total Amount:
-$25.00 USD
Amount:
$25.00 USD
Tax Amount:
$0.00 USD
Ship Amount:
$0.00 USD
Fee amount:
$0.00 USD
Net amount:
-$25.00 USD

Date:
May 17, 2010
Time:
08:03:04 PDT
Status:
Completed

Subject:
You have sent $25.00 USD to UPTIMEARCHIVE INC with PayPal
Funding Type:
Credit Card
Funding Source:
$25.00 USD - Visa Card XXXX-XXXX-XXXX-6820
This transaction will appear on your bill as "PAYPAL *UPTIMEHOST".

******************************************************************

Transaction Details

Recurring Payment Sent (ID #33P16115CB095092S) View Details
Merchant Name:
UPTIMEARCHIVE INC
Merchant Email:
paypal@uptimehost.com

Merchant Information

Customer Service URL:
http://www.uptimehost.com
Customer Service Email:
support@uptimehost.com

Total Amount:
-$25.00 USD
Amount:
$25.00 USD
Tax Amount:
$0.00 USD
Ship Amount:
$0.00 USD
Fee amount:
$0.00 USD
Net amount:
-$25.00 USD

Date:
May 25, 2010
Time:
07:37:25 PDT
Status:
Completed

Subject:
You have sent $25.00 USD to UPTIMEARCHIVE INC with PayPal
Funding Type:
Credit Card
Funding Source:
$25.00 USD - Visa Card XXXX-XXXX-XXXX-6820
This transaction will appear on your bill as "PAYPAL *UPTIMEHOST".

******************************************************************

Transaction Details

Recurring Payment Sent (ID #3W993634KS4173320) View Details
Merchant Name:
UPTIMEARCHIVE INC
Merchant Email:
paypal@uptimehost.com

Merchant Information

Customer Service URL:
http://www.uptimehost.com
Customer Service Email:
support@uptimehost.com

Total Amount:
-$25.00 USD
Amount:
$25.00 USD
Tax Amount:
$0.00 USD
Ship Amount:
$0.00 USD
Fee amount:
$0.00 USD
Net amount:
-$25.00 USD

Date:
Jun 17, 2010
Time:
07:21:33 PDT
Status:
Completed

Subject:
You have sent $25.00 USD to UPTIMEARCHIVE INC with PayPal
Funding Type:
Credit Card
Funding Source:
$25.00 USD - Visa Card XXXX-XXXX-XXXX-6820
This transaction will appear on your bill as "PAYPAL *UPTIMEHOST".

******************************************************************

Transaction Details

Recurring Payment Sent (ID #9S373579HR2405144) View Details
Merchant Name:
UPTIMEARCHIVE INC
Merchant Email:
paypal@uptimehost.com

Merchant Information

Customer Service URL:
http://www.uptimehost.com
Customer Service Email:
support@uptimehost.com

Total Amount:
-$25.00 USD
Amount:
$25.00 USD
Tax Amount:
$0.00 USD
Ship Amount:
$0.00 USD
Fee amount:
$0.00 USD
Net amount:
-$25.00 USD

Date:
Jun 25, 2010
Time:
07:04:17 PDT
Status:
Completed

Subject:
You have sent $25.00 USD to UPTIMEARCHIVE INC with PayPal
Funding Type:
Credit Card
Funding Source:
$25.00 USD - Visa Card XXXX-XXXX-XXXX-6820
This transaction will appear on your bill as "PAYPAL *UPTIMEHOST".

******************************************************************

Transaction Details

Recurring Payment Sent (ID #80B35433EM1934053) View Details
Merchant Name:
UPTIMEARCHIVE INC
Merchant Email:
paypal@uptimehost.com

Merchant Information

Customer Service URL:
http://www.uptimehost.com
Customer Service Email:
support@uptimehost.com

Total Amount:
-$25.00 USD
Amount:
$25.00 USD
Tax Amount:
$0.00 USD
Ship Amount:
$0.00 USD
Fee amount:
$0.00 USD
Net amount:
-$25.00 USD

Date:
Jul 17, 2010
Time:
08:59:30 PDT
Status:
Completed

Subject:
You have sent $25.00 USD to UPTIMEARCHIVE INC with PayPal
Funding Type:
Credit Card
Funding Source:
$25.00 USD - Visa Card XXXX-XXXX-XXXX-6820
This transaction will appear on your bill as "PAYPAL *UPTIMEHOST".

******************************************************************

Transaction Details

Recurring Payment Sent (ID #5BB77844VJ226610R) View Details
Merchant Name:
UPTIMEARCHIVE INC
Merchant Email:
paypal@uptimehost.com

Merchant Information

Customer Service URL:
http://www.uptimehost.com
Customer Service Email:
support@uptimehost.com

Total Amount:
-$25.00 USD
Amount:
$25.00 USD
Tax Amount:
$0.00 USD
Ship Amount:
$0.00 USD
Fee amount:
$0.00 USD
Net amount:
-$25.00 USD

Date:
Jul 25, 2010
Time:
08:10:57 PDT
Status:
Completed

Subject:
You have sent $25.00 USD to UPTIMEARCHIVE INC with PayPal
Funding Type:
Credit Card
Funding Source:
$25.00 USD - Visa Card XXXX-XXXX-XXXX-6820
This transaction will appear on your bill as "PAYPAL *UPTIMEHOST".

******************************************************************

Transaction Details

Recurring Payment Sent (ID #6XF65691FF828574R) View Details
Merchant Name:
UPTIMEARCHIVE INC
Merchant Email:
paypal@uptimehost.com

Merchant Information

Customer Service URL:
http://www.uptimehost.com
Customer Service Email:
support@uptimehost.com

Total Amount:
-$25.00 USD
Amount:
$25.00 USD
Tax Amount:
$0.00 USD
Ship Amount:
$0.00 USD
Fee amount:
$0.00 USD
Net amount:
-$25.00 USD

Date:
Aug 25, 2010
Time:
14:36:03 PDT
Status:
Completed

Subject:
You have sent $25.00 USD to UPTIMEARCHIVE INC with PayPal
Funding Type:
Credit Card
Funding Source:
$25.00 USD - Visa Card XXXX-XXXX-XXXX-6820
This transaction will appear on your bill as "PAYPAL *UPTIMEHOST".

******************************************************************

Yikes. Glad to hear your new host is working out though.

I signed up with UptimeHost during their "beta" just to try it. It was down all the time within the two days I tried to use it. I stopped trying the second day. A month later I received two separate invoices. Yeah, no thanks.

Wow... That was such unfortunate experience that you had with UptimeHost. I pretty sure your review here is going to make other forumers to think twice again before signing up with them.

Hi folks.

I got a reply from them on Oct. 15, 2010.

This time, it took 2 weeks for them to get back to me on the information I sent them on Sept. 26, 2010.


Kevin Moonlight
Staff 2010/10/15 00:56
Hi,

Sorry it has taken so long to deal with this, it is a very unusual circumstance that a user ends up in a credit situation due to over payment.... unless it is a fraudulent attempt where somebody overpays and then asks for a refund through alternate means, not saying I ever suspected that of you.

We were not over billing you intentially, for whatever reason you were paying by PayPal subscription as well as creditcard, and the note that appears to be created by whmcs automatically makes it sound like an arbitrary credit that was added by some system process, not by a financial translation. Make sure you have cancelled your paypal subscription, that is not something we control.

I cannot refund the money as there are time limitations to this, can you please verify what paypal address the $100USD should be sent to.

Thanks,

---
Kevin Moonlight
UptimeHost


So I replied to them on Oct. 16, 2010.

So, if all goes according to history, I shouldn't hear a peep from them for another 2 weeks.

At this point, this is just comical.

If you've created a PayPal subscription then it will continue to send money regardless. You can cancel the subscription via your PayPal account.

I'm rather confused lol

I cannot refund the money as there are time limitations to this, can you please verify what paypal address the $100USD should be sent to.

He says he cannot refund the money but then asked for your paypal address to send the money?

GUys, your are right, they are pretty sucky. I think they have good intentions, but so far its been a nightmare with their skeleton crew.

I first signed up and it took almost 10 days for them to get my site up. ONce I was up, they don't comment in response to tickets, they either close them or take care of them without ANY RESPONSE.

The site says you don't have to pay until the 2nd month, but that is a joke, funds came out right away.

Trying to get a hold of anyone is a joke. Billing is never there. They did give me a one month credit, but 10 days into that billing they shut me off because their system sucks. I called he said put in a ticket via email. DIdn't create ticket. Then I created a ticket, then the tech guy said biling guy was on vacation, and he tried to push me off. HE said he would try to get to it that day, course he didn't. Next day, of course still down.

They don't care about their customers much at all. They probably are running their own ****, and if they get to you, then your lucky.

If you got time to dick around they got potential. But expect problems.