trying to chill

Forewarning—this is a rant, proceed cautiously. Now, I normally didn’t want to post any rants on TTC, but I figured in this case and maybe future cases it’s absolutely justified. HostGator came recommended from some hosting-talk forums, not to mention ’sponsored’ as well. My conclusion is that they probably wasted a ton of money on ads and fake reviews judging from their service.

Let’s start with initial sign-up (this is for HydroBarn). The process went smooth, however, their internal billing system is shoddy. It runs off of a “billing” user account on their server and it doesn’t tie in to your original user account. Did I mention it’s slow as balls? Whatever. Up-time has been acceptable. So I need an SSL certificate for my shopping cart. I need a static IP. Additional $2 a month? Okay, I guess. I purchase an SSL certificate from GoDaddy and I’m greeted with a link to SSL configuration on their web page by a live chat support rep, no problem. Generate CSR, get my certificate. “Now what Mr. HostGator support?” Yet another link to their site. They want to charge $10 to install the certificate. What? WHY?!

Fine. One time charge to install it. First month billing rolls by and I keep getting these blank e-mails from billing@hostgator.com. No subject. No message. I open a ticket “What’s going on?” I’m told it does this every month. They don’t know how to fix it. Real professional, guys. Whatever, so life goes on and I’m paying $16.95 for a basic hosting package with private SSL support. Bit pricey, but I deal.

One year rolls around, my SSL certificate is expiring. I have to rekey and resubmit these stupid forms. I’m told they’re going to charge me $10 to update the certificate. WHAT?! Here’s some chat transcript from two different online CSRs:

danny elias: so i have to pay $10 bucks a year for you to update your Apache file?
Alan L.: It’s a little more complicated than updating apache

Yeah. Right. Whatever, I have to update it so I fill out the form. But this time I ask another rep.

Gary A.: and since this is to update the SSL, we probably won’t, which might be why they didn’t include it

Funny thing is, the moment I clicked to submit the request on their web page I get this:

Gary A.: The charge is still there, because this is a new SSL
Gary A.: even though you’re just updating it, it’s a complete new SSL

These retards have no idea what they’re doing. Oh, and I actually decided to check their hosting plans and saw that my plan has gone down to $7.95 a month. I ask the rep to change it for me.

Gary A.: https://secure.hostgator.com/downgrade.php
danny elias: why the hell do you guys charge $10 for everything
danny elias: jesus
danny elias: that’s stupid that i have to pay to change my plan
danny elias: i know you’re just a support rep but what the fuck is that about?
Gary A.: It takes admin time, which means it costs us money to do, which means we don’t want to be losing money, which is why we charge.
danny elias: do you guys not have in-house admins?
Gary A.: We do, but we still have to pay them.
Gary A.:

Wow. Another stupid web page, another stupid $10 charge. You have in-house techs on salary and you’re charging your customers for 3 mouse clicks. Fuck you and fuck your piece of shit company. A company apparently that’s so distraught and spent all their money on marketing that they have to screw their customers on basic needs like installing an SSL certificate and DOWNGRADING YOUR HOSTING PLAN. Scum. I responded to the SSL update ticket immediately telling them not to install it. They sent an e-mail saying the ticket’s been “resolved” with no other information. Think they’re going to try to scam me? Won’t shock me. Found many horror stories about them and their employees after the fact—wish I found those earlier.

I submit a cancellation through yet another form—I’m surprised they didn’t ask for $10 to cancel. I decided to go with HostDime.com because I know they have at least a bit of professional management, and hey guess what, they don’t charge me $10 every time they move their mouse. As of now, HostGator still hasn’t responded to my cancellation request, seeing as how my cancellation was the same day as my next billing cycle, mark my words, you’re going to get some happy charge backs from AMEX if you dare charge me.

In closing, STAY THE FUCK AWAY FROM HOSTGATOR.COM. Thanks and have a nice day.