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Better Busines Bureau Complaint filed against GXHosting.com

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  #1  
Old 10-25-2000, 01:32 PM
Dawn W
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Better Business Bureau Online Complaint System


--------------------------------------------------------------------------------

The following complaint was submitted on 10/25/2000 12:28:53 PM:

CUSTOMER INFORMATION:

Ms. Dawn Marie Warren
forums@prodigy.net


COMPANY OR ORGANIZATION INFORMATION:

GX Hosting, LLC
57 West Canadian Woods Rd
Manalapan, NJ United States 07726
http://www.gxhosting.com/

COMPLAINT INFORMATION:

Complaint #: 143691
Complaint Type: Company (other than automobile)
Date Received: 10/25/2000
Primary Complaint Classification: Delivery Problems
Secondary Complaint Classification: General Service Problems
Complaint:
I purchased domain hosting through GXHosting on a month to month basis. My site went down on 10/10/00. I contacted GXHosting's tech support by sending them a tech support ticket as their site requires. They responded with in 12 hours telling me that our site and others along with it are having DNS errors and that this was why the site is down. They told me to fill out another ticket if the site isn't back up in 72 hours. I waited 72 hours and the site was still not back up. I then placed another ticket. They responded in 48 hours saying the DNS problem was more serious than first realized. 4 days later the site came back up for about 6 hours. Then the next day it was down again. On 10-20-00 I placed yet another tech support ticket. I have had no response to that ticket. I then placed another ticket, and again no response other than their usual auto responder. On 10-22-00 I received an e- mail invoice stating that GXHosting was going to charge my account $15. But the price is suppose to be $10 a month. I wrote their billing department and told them about the overcharge. I also restated that my site was still down and inaccessible for 12 days (by that point) Having searched their web site, they now have completely changed their original pricing packages, and have tried to change mine with out notice or agreement. Thus attempting to bill me for their new package rate. I received a letter from Andrew Guberman on 10/23/00 stating the billing would be cancelled and that it was a mistake. In that letter he did not address the problems with my site still being down. Thus I have been paying for domain hosting service but the domain has been down for over two weeks now, with no hope of resolution. Current status: I have sent 6 technical tickets to resolve the problem with our domain being down. I have had no satisfactory response. I have e-mailed the CEO, and every e-mail addresss for GXHosting, with no response what so ever regarding this problem. Their terms of service states that they guarantee a 99.9% up time. But Obviously, being down for over 2 weeks isn't being up for 99.9%. I am beginning to believe that they have closed down our site because they are renovating their service plans and don't want to have to be obliged to uphold their contract with us. If they can keep our site down and force us to relocate our site, then they can then push all new users to pay higher rates. There is a message board at HostSearch.com with over 150 complaints against GXHosting: http://www.tips-tricks.com/cgi-bin/u...a/Ultimate.cgi Run a search on "GXHosting" and you will see that mine is one of hundreds of problems consumers are having with GXHosting.
Desired Settlement: Other (requires explanation)
Settlement Explanation:
What I need is to have my site go back up for a week. I need to access my files in order to move our site and close the account. I can't just close the account because there are literally hundreds of pages on our site. Please assist with the non response and failure to deliver what we are paying for. Also assist us to get our web site back so we can close the account.
Customer Service Rep: Mr. Andrew Guberman
Product or Service: Web Site Hosting
Model Number: http://www.mtcforums.net
Account Number:
Order Number:
Salesperson: Mr. Andrew Guberman
Payment Made: Yes
Purchase Price: 9.95
Disputed Amount: 9.95
Payment Method: Credit Card
Purchase Date: 8/30/2000
Problem Date: 10/10/2000
Complaint Dates: 10/11/2000, 10/13/2000, 10/18/2000


The bureau that will handle your complaint is:

BBB of central New Jersey
1700 Whitehorse Hamilton Square, Ste. D-5
Trenton, NJ 08690 -3596
Phone: (609)588-0808
Fax: (609)588-0546
Email: info@trenton.bbb.org
WWW: http://www.trenton.bbb.org



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  #2  
Old 10-25-2000, 07:32 PM
BC BC is offline
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Further side note to Annette's erratum - Snitz doesn't have a UBB import feature (unlike vB) so all the threads were lost, no doubt. I very much doubt the webmasters at Tips-Tricks bothered to save any of the GX threads either.

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  #3  
Old 10-25-2000, 10:24 PM
RambachTJ RambachTJ is offline
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See their site: NO SSL credit card processing

I would have never ordered from a company that does not have secure credit card processing on their site.

This should be your first clue...

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  #4  
Old 10-26-2000, 08:58 AM
Deb Suran Deb Suran is offline
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Posts: 328
Dawn, you should also send complaints to the FTC and AG of the state in which they're located. See my webpage at http://www.forumhosts.com/hosts.htm for contact information (scroll down). Unfortunately, the two stories published about GX Hosting by cbsNewYork.com have also disappeared.

Note that your BBB complaint is unlikely to result in any action, as the BBB is simply a tracking organization. It takes 30 unresolved complaints before they post an alert. Even TrueHosting and ***** never got that many -- the only host I know of that did was Galaxy-Web ( http://www.stlouis.bbb.org/alerts/19990601.html ), yet another company run by a child.

Quote:
Tip-Tricks have replaced their UBB with another forum software package. It does not appear that any of the messages from the previous forum were imported.
Damn, I wish more people running these forums would realize how important past discussions are and do a better job of archiving them. History is SO important when you're researching hosts! I've lost too many important links from my "how to find a host" page because (for example) a discussion in which the owner of a hosting company threatened to sue an unhappy user, on an older version of this board, has been lost to a software upgrade. Posts like that do more to show the true character of a company than anything I could ever write!

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  #5  
Old 10-26-2000, 11:21 AM
Chicken Chicken is offline
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Quote:
Originally posted by Deb Suran
Note that your BBB complaint is unlikely to result in any action, as the BBB is simply a tracking organization. It takes 30 unresolved complaints before they post an alert. Even TrueHosting and ***** never got that many -- the only host I know of that did was Galaxy-Web ( http://www.stlouis.bbb.org/alerts/19990601.html ), yet another company run by a child.
Deb, I used to think this too, but I'm not so sure. I talked to them the other day and they seem to be doing more now than they used to do. Though the BBB is still for tracking, I do believe they follow up on the complaints. Not sure if anything ever comes of it, but I was asking about what services they offered businesses and it seemed nice. Anyone 'round here a member and think it is worth it?

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  #6  
Old 10-26-2000, 07:28 PM
Deb Suran Deb Suran is offline
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I should have been more clear. They act as a sort of mediation service, as companies don't want unresolved complaints on file about them.

So, you buy something from DebSuran.com. I charge your credit card. You don't get the item you ordered. You complain to me. I ignore you. You complain to the BBB. That's bad. Your complaint is now part of the public record, and if anyone checks with the BBB before making a purchase from DebSuran.com they'll see your non-delivery complaint. They send me a copy of your complaint. Whether or not it was an honest mistake on either side, I don't want your complaint to be a part of the public record, so I send you another order. The BBB follows up with you, you tell them you got your order. Case closed.

This works with legitimate businesses because they REALLY don't want unresolved complaints on file about them. Those that are less than honest won't care, and the BBB can't do anything but post alerts because they have no enforcement authority. That's why you should also complain to the AG and FTC, which are governmental and, if there are enough complaints, can take action.

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Musical Instrument Makers Forum - http://www.mimf.com

  #7  
Old 10-26-2000, 07:37 PM
Chicken Chicken is offline
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Yep, that sounds more like it. You should work for the BBB! Good explanation of what they do, and the whole process.

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  #8  
Old 10-31-2000, 12:26 PM
GordonH GordonH is offline
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I don't know anything about GX hosting except that I have had a number of "refugees" from them over the past few weeks.

If I have been getting that number then it looks like their client leakage is considerable.

Gordon

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  #9  
Old 11-01-2000, 12:36 AM
CRego3D CRego3D is offline
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All I know about them is they are starting to cause some of us problems, I also got some ex-customers from them, but because they registed their domains with GX, GX hold the Admin, tech, owner and Billing contacts .. I've been trying forever to get a hold of them to change the darn DNS's .. no luck

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  #10  
Old 11-01-2000, 05:04 AM
GordonH GordonH is offline
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The ones we got all had Network Solutions domains registered independently of GX hosting so the transfers went through OK, or at least as normally as NS transfers do.

I would love to know how many customers they have lost in total.

There is a lesson there for all of us web hosts.

Gordon

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  #11  
Old 11-01-2000, 07:26 AM
BC BC is offline
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Thumbs down

I would say that judging by the Tips-Tricks thread alone, they would have probably lost about 40-50 customers at the very very least....

__________________
My 2 Cents.... (or is that 2.2 cents inc. GST...?)

Have a think about this : Programming is like sex. Make a single little mistake, and you'll be supporting it for the rest of your life.

  #12  
Old 11-05-2000, 05:46 AM
Carrie Dawn Carrie Dawn is offline
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Location: Washington State Olympic Peninsula
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Angry "Update from Dawn

Well, the nightmare continues. We are now at over 30 days and our site has been up a total of three days the past 30.

I moved all files to our site on Host Rocket (we have two web sites, one with GX and the other with Host Rocket)

I think its interesting that GX has changed their web site and packages. They got rid of the cheap packages and now have some pretty bad prices. That should make them less popular. I am beginning to suspect they turned us off because of the price changes. They had also overbilled us this month, with a higher rate than our package was contracted for.

Also, this outfit is run by two teen agers. Saw an article from New Jersey about them.

I just cancelled the account. I already figure we just lost our domain, though we are the billing and adminstrative contacts. GX only holds the tech part of our domain.

Thanks for the help, I am going to try some of these urls to see what other complaints I can file.

[Edited by Carrie Dawn on 11-05-2000 at 04:48 AM]

  #13  
Old 11-05-2000, 09:55 AM
Deb Suran Deb Suran is offline
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You have not lost your domain if GX Hosting is only listed as the technical contact. The *registrant* is considered the owner of record, so as long as the domain is registered in your name you're OK. The problem you're having is so common there's a name for it: hostile host, which is when a host tries to block your transfer. ***** did the same thing to me. It often works because most people don't know what to do. All it should take is a fax to Network Solutions (if you registered the domain name with them) that includes an image of your driver's license, to prove you are who you say you are. You should e-mail your registrar, or better yet, give them a call if you can, and find out exactly what to do in order to get your domain released.

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  #14  
Old 11-05-2000, 10:08 AM
Deb Suran Deb Suran is offline
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I just looked up your mtcforums.net domain, and I see your business is listed as the registrant. You should have little trouble getting your domain released.

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  #15  
Old 11-05-2000, 02:42 PM
Carrie Dawn Carrie Dawn is offline
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Wink

Quote:
Originally posted by Deb Suran
I just looked up your mtcforums.net domain, and I see your business is listed as the registrant. You should have little trouble getting your domain released.
Thank you for the information. I will contact our other host and see what it will take to transfer it. My understanding is that GX uses bulkregister to register domains with and according to messages that were on "tips & tricks" forum, this is not an easy transfer.

We have hosting with Host Rocket (that we have been delighted with for a couple of months now with). So, maybe transfering to them would be the easiest.

Carrie Dawn

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