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
The new interface is terrible. My Codeguard portal disappeared and now i cannot access it. The quality is not good, some lines are thicker than the other. I looks like an unfinish project that was pushed without proper testing completely disregarding the customers.
The only reason we pay for this service is to have a website up and ready. However,I haven't been able to edit my websites, whenever I tried to go into the SiteBuilding login, a message pops up saying there's an issue. Very dissapointed
When I first started with hostgator, the ability to add "A" records and it almost immediately allowed the user to connect to the device using the hostname on the web was incredible, something happened, it has gotten slower but faster than most.
It takes multiple calls to resolve any issue. Reps open my email after I tell them no, and then managers don't call back so I don't know if I have to send breach data to my clients. Your tech supports sends me screenshots of my site saying it is "up for them" and disregard me when I say your DNS and Nameservers are not showing the website available globally. Your tech support seems to give the opinion that because my website is available locally in the Philippines', it is not their problem to resolve the problem of my site being down elsewhere because of bogus DNS records and your managers don't return calls. I have had over 10 calls trying to get my website functional due to missing DNS records, and now the email violation without permission. Avoid using HostGator. Go elsewhere.
I choose HostGator because the plans pricing was quite competitive back then, but now the pricing are more expensive, and I have a recurrent issues with the billing that Hostgtor team didn't solve yet on my account. Hostgator Agents cannot found a solution of my getting double billing by the new updated system.
Hostgator is a bunch of inexperienced people working from the Philippines. I purchased a dedicated server and they did a dns name change and lost all my data without my permission and it was in the middle of my backup. Then they promised to give me money for the trouble and make me sign a release which I did and they have not given me any money. It's mean almost 6 month and they don't respond. Looks like I have to sue them. Even the person on the phone said he can't wait to see what happens and how much they will give me. Don't ever use them, they have the worst customer service and it's impossible to get ahold of a manager or escalate your case because the engineers are located in a different time zone from the customer service reps who are not educated. WORST WORST WORST EVER!
The better price and it was highly rated. However, I am considering moving to another hosting service due to the difficulty to do anything on this platform since the redesign. I am willing to pay more to be able to actually DO something that I want/need.
They lure you in with the promise of their basic plan and it's functionality, but what they don't make obvious is that they are limited by their usage of plug ins and software to programs that make you pay for full functionality and mislead you with free trials that CHARGE YOUR CARD.
On top of that they make you feel safe with a 30 day refund but if you look within the fine print: "If your plan includes a free domain name and you cancel within 1 year, our standard fee of $17.99 for the domain name (and any
Applicable taxes) (the "Domain Name Fee") will be deducted from your refund." While at the same time they keep the domain name.
So yes. In a word: trap.
I have 5 accounts with HostGator. I opened my 1st account 5 years ago and I have NOTHING to complain about in 5 years of service!
I had the "chance" to try other hosts, and they don't compare to HostGator. I tried to request a dedicated IP and install an SSL with another host and it took about a week! Completely ridiculous!
The same thing with HostGator took a whole 2 hours!
Excellent product, extremely quick customer service, knowledgeable staff. Oh, and did I mention the prices are extremely competitive?
If you find my review helpful, please consider using my referral link: http://bit.ly/c7fJZA
Thank you!
The recent changes to your website and phone customer service are pretty bad. I used to be able to call 24/7 for assistiance and always had great help from your reps. One of the main reasons I chose Host Gator in the first place. Now everytime I log into my account on the website I see some offer that is trying to get more money from me that I have to decline and click through before I can access my site info. I need to maintain my websites not be bombarded with offers from you like that. And charging me for services prior to the renewal date is also awful. What happened. I used to love hostgator. Also I recently had to pay for site privacy when I already had paid for site privacy and that matter was never resolved. But I had to pay for it again to get my personal information off the internet and didn't have a good experience the last time I called for support so I just paid it again to resolve the issue. Pretty disappointed.
I always get great customer service when I call. The reason I am giving a 3 star rating is because I shouldn't have to call every three months to get someone to renew my certificates so that my website works--this should happen automatically. This is an issue that needs to be fixed.
When originally purchased, the SSL was included. I came into my dashboard only to find out that SSL has been inactivated and will now cost me about another $100. I was under the impression this was part for the deal when I renewed.
The new site is ridiculously difficult to navigate. How to pay the bill sends me on a wild goose chase. Before there was pay bill...why can't it just be a pay bill button? Please make the site easier.
My Tech Helper, Mike, was the best I've encountered for a long time. He got to the root of my "situation" and expertly resolved it. This is why I've been a Hostgator customer for the past 8 years! THANK U Mr. Mike.
HI Pat,
Thank you for your review on Mike!
DJ
Customer Advocate at HostGator
Lately my website is being getting shut down. My card changed or expired. I was unaware. I used to go 3 months without making payments. My website would always be running and then I would go pay when I realized the payment wasn't made now. It's just getting shut down on top of being double the money.
My website still can not open, neither website work, nor emails inbox work, I sent many emails request for support, no confirmation or receive emails, no reply, please, since 20 Dec. 2023 till yet. Please support me and solve the problem and send this evaluation and I ' ll reply. ( my website:www.top-gcc.com), my email: *******@yahoo.com, mob.phone *******317.) I have the following emails address do not works ( stopped since 20 Dec.): *******@top-gcc.com, *******@top-gcc.com... Thank you
Over the span of hosting, with hostgator.com we have experienced all types of technical
And internal issues on our side. That were difficult to diagnose.
But luckily we got the support and insight provided by hostgators tech support
To help trace and nail down many issues in a small amount of time. They were
Very willing to work with our technical departments as well with no hesitation.
This saved us a lot of resources and helped a lot.
I am the owner of the e commerce site referenced above and have multiple
Hosting accounts with hostgator.
Thanks again Shazil Dedi Vps support agent. And the many others who have worked
On this with us.
Charles
Recommended by Tyler Moore After I signed up I got and continue to get TONS of unsolicited and unwanted emails from people selling web site stuff
Coincidence? I doubt it. If not for that this would be a really good experience
Hey Kermit,
It sounds like you never signed up for domain privacy. That would keep all the spam calls from coming in. It's never too late to sign up for it!
DJ
Customer Advocate at HostGator
Some history is missing to my account also why I must to have one payment left,why to left any payment I don't like my payment to be exposed so I don't like to be leaved here in the account but I can't remove it., that's not god so I'm disappointed after 15 years with your company :(
I originally chose Hostgator for the excellent customer support and inexpensive plans. I stuck with Hostgator because customer service cared and offered me a discounted plan. I'll be switching from Hostgator because the last agent didn't care and would do nothing for me.
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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
Hi Brady,
Feeling deceived is never a good feeling.
However, here at HostGator we feel that we are very transparent about how everything works. On our homepage and in our Terms of Service (https://www.hostgator.com/tos), that you must agree to in order to purchase anything with us, we clearly state our cancellation, renewal and refund policies. We give you 45 days to cancel and request a refund which is more than almost any web hosting company.
As for free trials, that's how they work for the vast majority of companies, so we're unclear what you were expecting. When you sign up for a free trial we tell you how long the free trial lasts and that if you don't cancel by the end of the trial period you will automatically be charged. This is very standard procedure for free trials.
Even the screen shot you shared shows that we want to be upfront with our users. It tells you that you're on automatic renewal unless you cancel. It tells you where to find renewal rates. It tells you where to change and or remove payment methods. The email invites you to reach out for help or any questions. Finally it also gives you links to our Terms of Service, various policies and ways to contact us.
All of that being said, we'd like the chance to review your concerns with you. Please email us at reputation@endurance.com and we'll investigate and see if there's anything we can do. Thank you.
Erinn
Reputation Manager at HostGator