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
My server and wordpress has been very glitchy with the new updates that have been happening. Also at the start of the year my data got deleted due to me being locked out of my account and it was never resolved.
I went from having about 5 sites to now only being allowed 1 domain name. Pretty much overnight. That doesnt seem fair to me.
All excellent! ThanksIt has been a pleasant experience, I have not had any problems with the Hosting, everything is clear and concise regarding the Cpanel and the information. It works great, thank you very much.
Over the past two weeks, I have contacted Hostgator, and both times, I was pleasantly served. I explained my lack of knowledge in this matter, and they took care of me quickly.
I heard about in Youtube, my former provider was Godaddy, their IT support its good, they resolves problems fast, always respond the chats. About 3 weeks severals mails took too long to be delivered and many of it never did, tried to communicate with chat support and they never answerd, only once, then 3 times doesn't answered.
Hope that the service will be fine again, dont want to come back with Godaddy.
Hey Aaron,
We are here to help! We have asked an Escalations Manager to reach out and assist.
DJ
Customer Advocate at HostGator.com
I spent 3 weeks with HostGator tech support over my site being down and flooded with PHP errors. Instead of trying to fix my issue, all they did was disable my plugins and try to tell me that the site was fixed when it wasn't. Finally I demanded a backup be restored which took another 2 weeks. My site has been out of commission for 5+ weeks, which is insane. Any other host would've had it fixed in 24 hours.
Set a new site on my account. Generated a 404 error I could not clear. Deleted the site, now I have an error saying my dashboard is unavailable. Additionally, I had wanted to set up WordPress, but, it was not available. Did a support chat, and they couldn't help me but kicked it up to another level of support.
I have had the website for 1 year and I am renewing because of the friendly support team and incisive help with the creation in problem areas that were resolved the site is user-friendly I am very happy with it and will continue using
Hi Donnie,
Yea! We're so happy that you're going to be continuing you service with us. Our support teams really are the best, aren't they? We really appreciate the great review and are so glad to have you here.
Erinn
Customer Advocate at HostGator
Tech support could be a lot better. I spent nearly an hour on the phone waiting for help and it took 20 minutes waiting for a chat session on another occasion. I also have a GoDaddy account and their tech support has been excellent.
Hey No,
Thank you for your feedback. Thank you for your review!
DJ
Customer Advocate at HostGator
I never got the verification email: NEXT STEPS
You will receive a verification email requesting confirmation of the domain name and SSL. Verification will not be complete until we receive a response to the email.
This goes back to June 17,2024.
I dont like that you are not honoring old customers. We can buy new plan with special prices, but we can not renew already bought plans. We are forced to pay expensive prices for renewal, or to buy new plan for better prices, and then migrate our services from one plan to another, wich is not easy and require downtime for our services 2-3 days. I am surely hoing away from hostgator soon because of that!
Took such a long time to fix things - i had to spend more money to update my malware protection - you were not able to update from a back up - kept telling me that the malware had been removed and all was well but it wasn't - the malware protection wiped out the malware but also removed a lot of my website data. I had to get the person who set up the website in the first place to fix it in the end - at a further cost to me - so all round not happy with Hostgator support
Historically I've been impressed with this platform and the support in particular, however in the last year I've notice with increasing consistency the support staff does NOT understand the platform or basic technical foundations. When I'm arguing "propagation" with settings that DO NOT go beyond the specific server settings and I have to point out the technical realities there is something very very wrong. This is but one such interaction where it is glaringly clear that tech just does not understand the question or the technology they support. This does not bode well... be thankful that I only docked one star.
It popped up on a email so I decided to give them a try and I am very pleased with the results. I have been with them for three years. If I have any problems with my email they take care of all my needs immediately.
Have had two phone calls that were automated answered that said average wait tim e is 3 minutes first one went over 13 minutes and disconnected.
I am still on hold on call #2 and it is heading to 12 minutes and counting.
POOOOOR!
Hey Val,
That is not good. We would love to see how we can do better. We have created a case and asked an Escalations Manager to reach out.
DJ
Customer Advocate at HostGator
I have been with you for many years. I don't remember why I chose you originally, but you have satisfied my needs so I stay. The only reason for the 4/5 and not a 5/5 is because I've been waiting for you to upgrade the php on my server to php 8 but it is still 7.x
I was in a panic! I have no tec knowledge! I reached out for help and Sreevas answered the call. So pleased with the outcome! I'm just waiting for everything to populate and then get on with building my website on HostGator. I could not have done it without his help. A genius! 5 STARS
Hi Carl,
Thank you for your review! We greatly appreciate it.
DJ
Customer Advocate at HostGator
I am a new customer. Unfortunately, Hostgator seems to have a horrible technical support team. I requested for my site to be migrated and it wasn't done. I chatted with the livechat option. Yet, nothing. I called them on telephone. Still nothing. As it stands, I've got two options; get a refund or find someone who can help me migrate my site.
Hey Precious,
That is not the experience we want our customers to have. Let us help out. We have asked an Escalations Manager to reach out and assist.
DJ
Customer Advocate at HostGator
Since starting my hosting with HostGator I have been inundated with unsolicited phone calls to my personal phone at a rate of 3 per hour. I didn't intend for you to share that personal information and I find this to be an invasion of my privacy.
Hey William,
We definitely do not share your personal information. It sounds like you don't have domain privacy. We have asked an Escalations Manager to reach out and explain it better.
DJ
Customer Advocate at HostGator
Great service, it seems so far it's a good reliable service...
1. Hostgator does'nt give quality support especially technical support. No way easy getting your way, solving your queries on cpanel &/ your websites, blogs.
2. They are good manipulators. Your server/s will be changed without any notice. Sometimes its apache, sometimes its nginx... you do'nt know. Then they tried to force Attracta (SEO company) on to its customers.
3. They stopped giving email support. Now its much harder to get them with Live Chat. Chat is often busy. Phone support is there but its useless.
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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!
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
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Hey Katerin,
We are so happy to hear this. Thank you for your review!
DJ
Customer Advocate at HostGator