Overview
Overall, the company has established a reputation for providing reliable services and competitive pricing, with many customers noting ease of use and effective technical support. However, concerns regarding customer service persist, particularly related to inconsistent support experiences and delays in response times. While some users have had positive interactions with knowledgeable representatives, others reported frustrations with unresolved issues and inadequate communication. Despite these challenges, a significant number of long-term customers express satisfaction and loyalty, indicating that while improvements in customer service are needed, the core offerings are generally well-regarded.
This summary is generated by AI, based on text from customer reviews
I've been using HostGator for over 10 years. I choose them simple because I didn't know of any other hosting at the time however they have always provided what I needed and the customer service had always been just what I expect it to be. I definitely recommend HostGator for your hosting needs.
I have nothing but trouble with the website. It's constantly trying to sell me something and it's never the same. I'm trying to find my control panel so I can manage my site. There's no way to find it here. And using my iPad I can't sign in without remembering my user name and entering it in which sucks.
Lies in the unauthorized and incorrect handling of my account and billing. Initially, I had subscribed to a WordPress plan, but during the Hostgator update on the 1st of December, my plan was changed to a Shared Hatchling Plan without my knowledge or consent. This unilateral decision was made with no communication or approval from my side, which is highly unprofessional and unacceptable.
To make matters worse, there was an unauthorized charge of $46.23 made using my card details. This is a serious breach of trust and privacy. Adding insult to injury, your recent communication implies that I have not paid for a plan upgrade - a plan upgrade that I never requested nor authorized.
Now, I find myself in a situation where not only has my original plan been altered without my consent, but I am also being charged for services I did not agree to. This is not just poor customer service; it's a complete disregard for basic customer rights and data security.
I thought it would be an easy experience, but it has not been easy. I cannot add my nameservers that were present when I changed domain hosts. Somehow they 'disappeared' and it won't allow me to place them again.
Earlier the response was faster with Staff responding well. Now there is too much delay for any response
I started using HostGator a few days ago. It has been well recommended but although the support team has been really nice, sometimes when I ask for help, I end up with a link for me to investigate and try to understand how to solve my question. For example, I was interested in knowing how to check my emails from my cell phone, and they sent me some links on how to do it, and I started, but I don't know if the info isn't updated or it's just that is something new for me and I just couldn't do it.
I've had a similar question with other platforms, where they provide help, especially when it's someone who is new to the subject, and they either send step-by-step tutorials or stay to help you along the way, checking that your problem is solved. The rest of the experience has been great.
Sold a web site design for our account that was to contain ability to store files on it. Condition of sale for a lot of money to us. Now that the site is built we get multiple answers as to why we cannot do this. This company oversells there product.
The layout has changed and this brought various issues:
- I have to search for a while to find the file manager, it was quite easy to access before.
- There's always a ad to buy protection after login.
- Safari has trouble to identify the password field and suggests always a new password upon login. I think it's because email and password are separated now.
Because it seemed better than GoDaddy at the time. Then the price doubled by 200% and the portal is impossible to navigate. I'm changing providers soon. Which is a pitty because I'm about to inherit the largest community on the internet. You would have made tons of money eventually.
I did not appreciate the email which included: "If you do not agree, you can choose to discontinue using the products and services, and close your cPanel account." If I thought HostGator would make changes and only give me the option of "accept it" or "close it", I surely would have taken my business elsewhere. Now is not the time for me to make changes. As to the link offered for a summary of the changes --- it made little sense as far an explanation for what you are doing.
So I've had hostgator for about 2 years and had no problems but then my business name changed and I've had all these problems and nothing working. Ive needed help every day since and no one fixes the problem. The answers I get are it will take 2-4 hrs and the site will work and its been over a week and still the same problem.
Hey April,
We want to get you the help you deserve and get this problem resolved once and for all. We have sent you a private message so we can better assist.
DJ
Customer Advocate at HostGator
Hello,
Yes my sites is live, I just didn't get my salary to pay it due date and I've asked the live support before 1 day due date about grace time to let me allow pay and keep my work online. And he told me that I've 10 days to pay within as a grace time.
Thanks. For any update eMail me please..
Hi Royal,
Thanks for the great review. It's our pleasure to be able to be flexible from time to time with payments. Thanks for being here with us.
Erinn
Customer Advocate at HostGator
I think HostGator doesn't have the right be emailing anyone on my emails I created here. All emalis from hostgator about domain payments should come to me since I am the owner. The pop up message as I log in since the new update is so annoying please remove it.
I originally chose Hostgator because it seemed like a good option to build and host my website. Now I have had so many issues with my hosting plan and talking to the support team to resolve my problems that I am now shopping for another hosting provider.
It's been over a month. I've been on the phone for over 15 hours now! And I've called over 12 times! Still no update!. And still no help with my transfer in. It seems like the overseas support has gone down because they don't help at all!
Hostgators performance has been deteriorating over the years. I probably won't renew when my term is up. Asking me how my experience for this session is when i haven't done anything yet other than log in is pretty ridiculous.
Bad security and bad support.
All the hosts i use are infected and you keep saying that i should subscribe to an antivirus service, knowing that i'm deleting the whole content and the issues keep persists!
I suggest not to ask people about their opinion because we all believe that it will change nothing in your quallity of service.
I'm a customer since 3 years and keep suffering!
Thanks
We were experiencing issues with our site crashing due to it using too many resources. We upgraded to a VPN account per support suggestion. We were told the account included unlimited space which turned out to be false. We emailed support 4 times asking for backups to be deleted as that what seemed to be the issue using too many resources. They never deleted them but kept asking us to send in an email requesting the backups to be deleted. Hostgator almost runied our internet business due to horrible support and suggestions. We will never do business with them again.
Pricing and was once know for awesome customer support. Now it is all about up sales and scams; scams as in broken presale agreements, and stating i do not have services which i clearly do have in attempt to scare me into buying services i already have. I am looking for a single host for all my domains and webhosting needs. This dishonest practices will not help me choose HG past my current contract.
Server up time was great but I am not happy with their security side, they don't apply security patches to shared cpanel servers that makes your website vulnerable to cyber attacks, they keep increasing prices and trying to up sell their products, technical support was unacceptable, I prefer iweb4 hosting
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- Houston, Texas, United States
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Business History
2006 - HostGator had passed the 200,000 mark in registered domains, the company moved from the original office in Boca Raton, Florida to a new 20,000 square foot building in Houston, Texas and the company opened its first international office in Canada.
2008 - HostGator prepared for competition companies touting "unlimited" hosting services. Founder Brent Oxley was adamant about being able to back up an "unlimited" option prior to offering service named as such and increased staffing.
2010 - HostGator added an office in Austin, Texas.
2011 - HostGator started operations in India with a its office in Nashik, Maharashtra and a data center.
2012 - HostGator was acquired by Endurance International Group (EIG)
2021 - HostGator (All of EIG) was acquired by Clearlake Capitol Group and merged with Web.com and it's brands to become a part of Newfold Digtal.
The future - As we continue to grow as a company we are offering even more amazing services and world class customer support to meet all our needs, big and small. We look forward to a long and fruitful partnership with you!
Company Representative
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hey Stephen,
Thank you for such an awesome review! We truly appreciate it!
DJ
Customer Advocate at HostGator