elizabeth m.

I had trouble with Hover(TUCOW) from the beginning with seeking and registering domains, but I was so busy trying to get my new business going. I should have moved my stuff but didnt.
Last year I registered 10 domains with them. Everything was ok until the beginning of this year when a lot of charges started showing up. After review, I discovered they had renewed many of my domains prior to the 12 month mark; From 1 week early (ok), to 1 month early (maybe ok) to 6 months early (absolutely not ok!). There was no method to it, no consistency to the timing, it was absolutely random.

Further; I found I had been double billed (charged two months in a row) for the same domains and was double billed for a small mail box 6 months after signing up for the 12 month service!

So I called them. They have a call back service and 45 mins later I did receive a call back; A robo call which said Im sorry no one is available to take your call" - then it immediately disconnected! WHAT?

I wrote a very detailed email and send it to *******@hover.com. 3 days later I received a response to my email, extremely disappointed.
They neither credited me for the 6 month premature billing of one of the domains nor the several double billings which occured. In fact, here is an excerpt from the email I received:

When it comes to renewals, once the registry has accepted the payment we cannot reverse the order as they have already added the additional time to the domain name. Im having trouble understanding why their error results in me absorbing the cost? NET NET: If you have Auto Renew on your account- I would HIGHLY recommend turning it off so you control when your domains get updated and ensure you dont get double billed.