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 current user interface is not user friendly and very confusing., takes me a long time to figure out what is what...previous interface was much simpler...wish there was an option to switch to that one
I dont know why its so hard to migrate my site. Even i have correct login credentials support says are wrong. But i tried to 3 computers and i can login normaly. There is some issues. Also i never received a small refund. Just first impression is doubtfull. Though i hope everything goes well.
My site has been hacked. It happens. But I want my cpanel restored so I can rebuild. This is taking weeks. Should be easy, but I'm stuck waiting weeks. Likely going to move my hosting because of this horrible service.
I hate this new payment page. It is difficult to navigate and half the time I give up and try to come back to it. The previous way was much easier, this is bullcrap. If you don't want my money I can always find someplace that will take my money without having to jump thru hoops. Change it.
All the Host Gator associates were very courteous on the phone & tried very hard to help me. Much of the problem was with me: I do not speak "computer-ese" so had no idea what they were talking about. In addition, many of the associates have accents which were hard for me to understand. (I mean no disrespect to them. I honor them for speaking more than one language. The difficulty is entirely with me who doesn't know what the terms mean.)
Hey Kathleen,
We are so happy we could get you taking care of. Thank you for your review!
DJ
Customer Advocate at HostGator
Sites were not receiving the SSL certs upon creation. The newest add account to my reseller account couldn't be accessed properly due to no cert. Tech Support Rep. Was respectful, helpful, and quick in resolving the issue. Have always had good experiences with Host Gator customer service and tech support.
HostGator seemed to offer professional support at a reasonable price - way back 10+ years ago when I first started using them to host my websites. However, I've found their support for website hosting to be lackluster. For instance, I cannot update the PHP used on my websites above version 7.4 (deprecated). The current version, which would offer better security, is 8.3. HostGator's online tool (MultiPHP Manager) actually informs me that I should update my sites to a non-deprecated PHP version, but it will not allow me to do so. Yes, I've contacted Customer Service and was informed that there is no solution for this situation without paying more for hosting services. This is just one of several examples of how HostGator's customer experience falls below reasonable expectations. And, as a long-time customer, I've got to say that HostGator's trajectory does not look promising.
Originally had good service/ui/ reasonable pricing. Now all of that has changed, the service is not as good, the UI changes are not great and the pricing for my hosting plan is not market competitive.
I chose hostgator in 2010 when it was a Texas based company. It was the best price and best support in hosting along with ease of use for non-programming background. All of that changed when the company sold. Customer service in India is subpar, but improved over my last few encounters. The overall service has suffered and the price pretty high.
Th opening page put the login below the line of the screen. It took me a while to find out how to login. Maybe it was a mistake. I take it as a shameless gambit.
The new pages came without any explanation or training. I had to figure it out. Seriously.
Because I thought they were reliable, but I was wrong! They are one of the most expensive and if they suspend your website for even 1year and you don't use it, when you want to reactivate your account you will have to pay for all the period they had suspended your website as well which they will not tell you until you have made payment! This is total fraud!
The new interface that they have implemented is too confusing, I can't find some vps on my account, I can't find several features that I could get with the previous interface and I have to turn to you to get those features. I have even made a mistake in paying for a vps that I no longer used (you can find evidence in the chats I have had with the advisors). Please return to the previous interface, several of my colleagues have the same opinion, all to improve your service since previously your interface was very practical.
I am customer for HostGator more than 8 years, but i am not happy from the support, i have a lot of problems not resolved until now such as i have emails, and i can't receive all my emails from customers, they call me daily they sent emails, but i did not received
Poor. Online help is not good. There's a regular issue with my security certificate with my site and last time I tried to resolve the issue the online 'help' reloaded my website and in doing so deleted my website set up. It was elevated to 'higher admins' and no one ever came back. I haven't the time currently to resolve and so it is sitting unresolved. I'll be looking to get professional help and move away from Hostgator. Unimpressed.
Tech support sucks. They don't let you talk to the people that are actually handling your case so it is a game of "telephone" where the person you talk to on the phone just relays the wrong information to the people who are working on your case. I had my case "closed" three times because they thought they had resolved the issue when they had not even come close to resolving the issue.
I hate the new interface. Not easy to navigate. It messed up my CodeGaurd so I can't use it. Appears authenication issues. There is a splash screen that shows up at login and I cant get rid of it. Over all impression is that you went BACKWARDS in your system upgrade. Wish you could go back. This is terrible.
Through no fault of their own, the customer service reps have little information on everything (and I mean everything) someone has to do in order to completely, 100% move a site from one provider to another. As in, nothing on moving the actual URL and not just the files and hosting.
The ticket had to be escalated and it all took a few weeks. I'm glad I wasn't relying on my sites for money, but I am relying on them as a part of my online portfolio for finding a new job.
Hostgator was one of the first hosting companies I used for my websites. I have been with them for a number of years and have been very pleased with their hosting, customer service, and technical service. They are one of the few companies still offering live phone service which is terrific. Give them a try. I think you will like them.
Hi William,
Thanks so much for the glowing review. We pride ourselves on providing world class support so we're glad that you enjoy it.
Erinn
Customer Advocate at HostGator
Extremely slow server! I've had to call tech support to see why my site which is very basic, so slow. I am a web developer and designer and I know how to optimize my site and images and I can tell you that it was NOT my website that was making the site run slow. Eventually the tech made some changes and cleared the cache and finally the website was back to normal. Sadly, this was not the first time either. So yes, if I am paying for a service, I expect it to to work correctly 100% of the time.
Im gettin frustrated that i cannot move forward with wordpress because error codes. Everything has been an error since signing up. Cant update the email address bc an error code now was provided with a ticket number that i lost.
Hi Daniel,
I am sorry to hear you have been running into these errors while using HostGator. I have brought this to the attention of our escalations team and they will be in touch soon to get this resolved. Thank you for letting us know!
Marissa
Customer Advocate at HostGator
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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 George,
Oh no! We definitely want to take a look into this and see what we can do to help you out. Our escalations team will be in touch soon to do just that. Thank you for bringing this to our attention!
Marissa
Customer Advocate at HostGator