H R.

I had been a client of NameHero's already for a year. Up until then I had little complaint, other than their customer service needed a little work - that is, until my renewal date.

First of all, your second year you pay twice what you did the first year which I find to be a bad way to do business to begin with, but I was fine with it because I didn't want to mess with moving my websites to another service. So, when I got an invoice that requested payment from NameHero, I paid it on 8/16.

On 8/19, NameHero charged the annual fee again through automatic payment. I contacted them immediately. The man on the phone opened a ticket and said someone would call within 30 minutes. After waiting for 4 hours, I reached out. At this point I was met with no response but a notation of a "credit" to my account that I could use for other NameHero services in the future. A $145 credit when they stole my money! No. So, I contacted PayPal because the payment had gone through them.

After filing a claim, PayPal was able to get the ball rolling and somehow, miraculously, the "credit" they issued turned into a refund. After all that anguish I thought, "If I hadn't already paid them, I wish I could cancel and go elsewhere." But, it was exhausting dealing with it, so I figured I'd just suck it up and stay.

Fast forward to this morning 8/24. I get an email from NameHero that my services have been suspended due to non-payment - but I had paid them, twice! And they knew I had paid, because we just went through 2 days of communications to get this issue straightened out. I am livid! Now, my websites have been disrupted and I'm trying to get the issue resolved quickly. So far, when I chatted with customer service I was told that the billing issue will be looked at during billing business hours (it was 8:03am EST) with no indication of when those hours are. I attempted to resolve the issue with the man in the chat box, but he wouldn't discuss the issue and kept saying I should reply to the ticket for more help. After I did so, that's when I got an email stating I'd be helped during billing business hours.

I still don't have my services or money back after dealing with these issues for 5 days...

My recommendation is that no matter what you hear about the web-hosting (which is decent), the customer service is dismal, and at some point there will be an issue. I'm attempting to get a full refund since services were never rendered and switch to someone else because this is absolutely ridiculous for a business to operate in this manner. Avoid them at all costs or they will cost you.