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
New UI and design is poor. Finding billing, getting to email addresses, etc. is all over the place. It's targeted at adding services, not managing existing. Old UI would give an option to be directed to CPanel right off the bat. Also when I attempted to enable MFA it repeatedly gave me incorrect codes that never worked and kept locking out the account. Had to remove it via the security questions just to able to get into my account. Would like to enable that but can't risk getting locked out of all of my domains again. Now it's forcing MFA confirmation every time I login to a single email account which is unsecure. Also lists a domain I do not own nor have ever owned as the primary account.
I used HG in the past and returned now after a few years away. It is now a complicated process to do what I need to do on a daily basis. Seems I am unable to log directly into cPanel but instead have to go through the account pages. I will continue for now as I have paid for a year but will probably look for a different provider again in future.
Technology moves quickly and I have found that the site cannot be stagnant as in the past... it needs constant updates and monitoring and it takes someone to make sure malware does not infect the plugins. Hostgator has fine customer service, but nothing beats paying someone to handle the site for when things go south
Whenever I have a question or concern I can rely on a very understanding person will help me and patiently listen to what I think my needs are. Often they help me come up with a solution I hadn't thought of as an issue. I have always gotten my problem resolved and for this I am very grateful.
I asked for help and support from Manoj joined
She helped me well and solved the problem of the site in the database. I hope that all employees are in the same activity, interest and speed. Thank you all
Hey Ola,
That is great! Thank you for your review!
DJ
Customer Advocate at HostGator
The representative left me on the phone for approximately 15 to 20 minutes while with his children in the background. He finally returned to tell me I needed to contact Eliminator Pro by email to resolve my issue! I am so frustrated with HostGator I want to eliminate the service, but I am working with different avenues in HostGator to fix the problem with my website. If you are working remotely, you should have a quite space to work with clients and you should not leave customers on the phone for extended periods of time to play with your children in the background!
Hey Marcia,
That's not okay. Let us look into this.
DJ
Customer Advocate at HostGator
A few weeks ago, I spent hours making changes to my website and publishing the changes. Somehow, the site reverted to an older version and some of the changes were lost - specifically the SSL code was lost. So frustrating!
Hey Martha,
That friend made a good recommendation. Thank you for your review!
DJ
Customer Advocate at HostGator
1) It have plan that I can pay monthly (other variants had only annual plans). 2) It "felt" from the start somehow right (intuitive feeling). 3) Some other thing that I can't explain. So 1 and 2 and 3.
Hi Ivan,
Thank you for being apart of the HostGator community!
Marissa
Customer Advocate at HostGator
I was pleased that HostGator caught the fact that my site had been hacked and locked it up. However, I have fixed the site and sent numerous messages to ask that it be reviewed and unlocked, with no response.
Hey Roy,
Oh no! That's not a great customer experience. We can get this resolved for you no problem. Please email us at reputation@endurance.com and we'll get you back online. There's no excuse for it taking so long. Thank you for your patience.
Erinn
Customer Advocate at HostGator
Only problems i have with you in past months. I will not recommend you anymore to anybody. I am considering moving all my website to another hosting provider wich treats the clients with dedication and involving in problems not squeeze money on the clients who already are paying the bills.
Good day, to the hostgator team.
Before it was a better system to make a payment.
To pay, it is confusing.
I had a good system now it is bad. Instead of keeping what they had before, they decided to change to this new system, and it is confusing to pay.
When paypal redirected to the hostgator account in the old system, immediately the hostgator page appeared, indicating that the payment has been processed successfully "Thank you for your payment".
Experience bad.
Customer service is great, except when it comes to billing. I had an issue where I explicitly said I wanted to cancel a service but forgot to turn off auto bill. Now, that is on me, but billing wasn't helpful in getting the account canceled and refunded. Now I have to carry and pay for two accounts (one I do not use). THis was enough annoyance to make me reconsider a new hosting site in the future.
Had to move email domain and had to pick someone and did not approve of GoDaddy's advertising or on line attitude. Not happy about consolidation but had to go with someone I thought would be reliable.
I loved Hostgator until they change the interface after log-in. It appears they attempted to "fix" something that wasn't broken and added unnecessary screens/procedures to get to the section you are seeking.
Things are not working properly as they use to with our email and we cannot log directly into email account, it make it difficult to access and respond. We do not know why it stopped working or how to fix it.
Not all the information of the contracted service is shown, just as the previous version showed, for example, the name of the server to be able to identify the services and be able to access them in a more agile and direct way, information on the domain associated with the service is not shown, etc.
I have tried by phone and by chat to get help and it is like going into an abyss. The foreign people running the phones and the chat do not understand what I am asking or what my needs are. I am beyond frustrated. Where can I talk to someone in the US who understands what I need from them? I am open minded but when I have to repeat more than 3 times what I want and them wait multiple minutes while they type in my question and answer me back with basically the same info I just gave them it is NOT help or SUPPORT. Thank you.
Hey Debra,
We would love to take a look at this for you and get you the help you need. We have asked an Escalations Manager to reach out as soon as they are available.
DJ
Customer Advocate at HostGator
I bought a dedicated server from HostGator on March 10th, 2021. Since the first day, I have been requesting help from their IT team. When I contact chat support they always explain they could only do first-level tech support which is okay but then when I ask to get further help, they explain that the case needs to be escalated. The level 2 tech support can only be contacted via email. It takes forever to get a response. It is now 14 days after, I made the purchase and I am still not set up. I am still waiting for IT support from HostGator. They need to have a direct number for help that is level 2 tech support. It is unacceptable.
Hi Luis,
We're so sorry to hear that you've had a bad experience so far. We'd love to ensure that all of this gets resolved and we make things right. Can you please drop us an email at reputation@endurance.com and provide the primary email address on your account and the best phone number to reach you? We look forward to helping you soon. Thanks!
Erinn
Customer Advocate at HostGator
A long time ago because of pricing and features. But two of my websites have crashed because of changes underneath. One was revived, but the other one wasn't. And Level 2 support never got back to me TWICE. So I had to move the site to another host, who helped me beautiful and we got the site up in a few minutes.
Hey Keith,
We are sorry to hear this is the experience you had. We wish we could have looked into this and help you but it appears you cancelled. We do wish you luck on your future hosting endeavors.
DJ
Customer Advocate at HostGator
I have had nothing but trouble with HostGator support. I have spoken by phone, email and chat. Each and every person has been unhelpful and make me feel unvalued as a long time customer. I have been threatened, lied to and given false information by HG reps and I have all of the emails and screen shots of the chat conversations to show all of the negative interactions. I am one step away from cancelling my HG account all together and migrating to a new host. I have had my patience tested and pushed to the limit. One star as a rating seems too much at this point. Sadly.
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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
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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
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Robin,
We think it's fantastic that you've chosen to be so proactive with your website. Our Admin teams work wonders don't they? Thank you so much for the great review.
Erinn
Customer Advocate at HostGator