Complaints
This profile includes complaints for HostPapa Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 19 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:31/10/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
COM-Web Hosting Starter Annually Aug-18-2023 Active Manage COM-WP Pro -Annually Oct-24-2023 Active i need a refund for both service above, i placed order on oct 24 for hosting plan after hostpapa kept telling me i need to upgrade my hosting plan thats why i was having errors on my site. they lied, my site was only getting 2 visits per day nothing big. also need refund for hosting plan web hosting starter i paid for in august 18th.
Business Response
Date: 01/11/2022
Hello ****,
Thank you for reaching out to us through BBB.
I’d want to begin by apologizing for any confusion that the resource-limits situation may have caused on your end. It has never been our intention to create any kind of difficulty, as our sole interest is in seeing you and your project flourish.
Initially, my colleagues from the Solutions Department had reached out to you based on the volume of hits your websites were receiving from a variety of sources. A large number of hits can be generated despite a small number of unique visitors due to things like search engine and malicious bots, poorly built website resources (such as plugins), etc.
In a shared web hosting environment, when one account exceeds the allotted resources, it affects the performance of the entire server and therefore all of the other accounts that are housed on that server. Our goal was to prevent this from happening while also guaranteeing that your project is not severely impacted and that you have the necessary resources to support your project's growth and success.
If an upgrade is required, we'll take care of it for you as long as you give us the green light. Once everything has been resolved, we will issue the service upgrade and the corresponding payment invoice. As far as I can tell, a new service was purchased from your end, which resulted in a provisioning problem due to the domain name already being hosted on our servers. As a result, the provisioning of the new service/product has been delayed.
Because of this, we have a procedure in place for handling similar circumstances that calls for us to carry out the upgrade on our end, which will make things easier for you and help us avoid future similar problems.
My coworkers have already cancelled the newly acquired services and refunded the money via Ticket #*******. Invoice number ************** has been disregarded.
In reference to the preceding service, which you paid for on August 19 via invoice **************, including the following services:
COM-Web Hosting Starter (*********************.com) (COM-WHB-S)
COM Domain Registration - Register (*********************.com) (CO-DREG)
COM-Domain Privacy (*********************.com) (CODPRI)
A refund for the unused portion of the service will be issued on a prorated basis (since this is now out of our 30 days money-back guarantee).
Using Ticket #*******, my colleagues from the billing department will provide you with updates on this procedure. If would have any concerns regarding this, feel free to reach out to them using this ticket once they handle this for you.
Once again, please accept our apologies for any confusion over this matter, and while we're sorry to see you go, we hope that my response was able to clear everything up and that I’ve managed to properly explain the overall situation.
Have a great day ahead, ****!Regards,
Nicolae
Customer Happiness Manager
HostPapa Inc.
Customer Answer
Date: 08/11/2022
Better Business Bureau:i believe they refunded me now.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ****Initial Complaint
Date:26/09/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hostpappa is trying to ****** money from me. They sent an email September 21st stating they will automatically bill my credit card for extraneous charges. They also plan to ***** my domaine name that I have purchased from another company! I am furious at the attempt to ****** money from me.Business Response
Date: 27/09/2022
Hello Jodie,
My name is Nicolae and I am the Customer Happiness Manager here at HostPapa Inc.
I would like start by apologizing for any misunderstanding and confusion that has been generated around the renewal of your services.
First of all, I want to clarify the confusion regarding your domain name. According to Order #****** which has been submitted by you on Oct/22/2021 when you initially signed up with us, the services acquired are:
Web Hosting Starter (***********************.ca)
This is your web hosting service which gives you access to all the functions such as emails, website content, databases, etc.
Concerning the domain name services, you decided to transfer your domain name to us when you signed up with HostPapa, therefore, we will manage the renewal of your domain name. As you can see below, the domain name transfer service is included on the initial invoice and the order:
Domain Registration - Transfer (***********************.ca)
This is your domain name service included with the web hosting plan. This is included for free for the first year. After the first year, it will renew at regular rates.
My colleague from the Domains team notified you through email on Oct/28/2021 that your domain transfer request failed, and you responded on the same day with the EPP Code required to transfer the domain to HostPapa. You may see the specifics of this transfer request by navigating to your dashboard > My Support > Ticket Number: *******.
The domain is now managed by HostPapa as the domain transfer was accomplished thanks to the EPP Code you provided. We would like to note that a domain transfer will fail if we do not get confirmation/acceptance from the Registrant (you).
As a result, the transfer of the domain name has been performed with our consent, per your request.
Regarding the renewals that were coming on Oct/22/2022 for the following services:
Protection Power - Basic (***********************.ca)
Website Backup (***********************.ca)
These are add-on services which you have opted in for, according to Order #****** submitted on Oct/22/2021. These services renew annually.
The only service that renews every 3 years, as per your initial order, is the web hosting service and this indeed, is set to renew on Oct/22/2024.
You may always verify this information by logging into your HostPapa dashboard and navigating to the My Billing section - Invoice **************. As you can see below, you will be able to view all of the services you contracted with HostPapa along with their respective agreements inside this section:
Web Hosting Starter (***********************.ca) (********) Oct/22/2021 - Oct/22/2024
Protection Power - Basic (***********************.ca) (********) Oct/22/2021 - Oct/22/2022
Domain Registration - Transfer (***********************.ca) (*******) Oct/22/2021 - Oct/22/2022
Website Backup (***********************.ca) (*********) base price ($ 0.00 / Year) Backup Plan: 1GB Storage (+$ 19.95 / Year) Oct/22/2021 - Oct/22/2022
The full context about this confusion was clarified by my colleagues in Ticket #******* on September 24th, 2022, and the add-on services (Backup + Protection Power) were also cancelled at your request.
Lastly, I want to reassure you that there was never any intent to ****** you or pursue ******* behavior, as you have claimed in this thread and in the ticket. Every piece of information stated above and by my colleagues in the ticket I've referenced is completely accessible from your HostPapa dashboard and fully transparent
To that end, I hope that I have succeeded in making this situation perfectly clear.
Have a great day ahead, Jodie!
Regards,
Nicolae.Customer Answer
Date: 27/09/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:09/05/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
date was may 1st 2022 amount paid 242.05 service webhosting domain and free site builder was not satisfied with the product as per there 30 day guarantee, canceled the same day and they refusing to give me a refund!Business Response
Date: 17/05/2022
Business Response /* (1000, 5, 2022/05/09) */ Hello *****, Reviewing your account I can confirm we have not refused to provide a refund, any cancellation with 30 days of the original order date is covered under our Money Back Guarantee (https://www.hostpapa.ca/terms/cancellation/). Our Cancellations team attempted to process a refund as part of your cancellation however their attempts were unsuccessful as you had opened a ****** payment dispute, in such instances our billing system blocks the refund - similarly if we tried manually refunding at ****** - a refund cannot be issued once a dispute has been raised. There are two options in this instance, we can work through the issue via the dispute which creates delays in completing the refund, or we can request that the dispute is closed out allowing our team to process the refund as part of the cancellation and honouring our Money Back Guarantee. This was communicated to you under ticket #XXXXXXX however you became ********* and refused to close out the dispute, as such we were left with the earlier option of having to work through the dispute process. Our team have since requested multiple times that the dispute be closed out to facilitate them processing your refund, and again this has been met with various threats and continued obstruction from yourelf. Once the dispute has been closed out, either by your action or by resolution through the dispute process, we will of course go ahead and complete the refund via your cancellation ticket. Consumer Response /* (3000, 7, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Im not covered if you don't do the refund via ****** so no not gonna close the case sorry, you do proper refund via ****** as per their service agreement and policy!***************************************! Business Response /* (4000, 9, 2022/05/10) */ Hello *****, Thank you for your reply. Your account is covered under our Money Back Guarantee, your order was placed on 1st May and as such the money back guarantee (30 days) runs until 1st June 2022. You would not receive a full refund, in line with our money back guarantee, as the **************************** domain registration was completed; the registration fee would be deducted from the refund amount as per our Refund/Cancellation policy (https://hostpapa.ca/terms/cancellation) and as per our Terms of Service (https://hostpapa.ca/terms/) as agreed at signup with HostPapa. Domain registrations are non-refundable and are deducted from the refund amount if a cancellation is received within 30 days. The domain does remain active and under your ownership, this can either be transferred elsewhere (ie. to a new registrar) or pointed to a new web host by updating the nameservers. As previously we are awaiting the closure of this unnecessary dispute at ****** in order to process your refund as part of the standard cancellation process, under our money back guarantee. Consumer Response /* (4200, 11, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) As said refund through ****** as per their policy simple, same method I payed *********************************** Consumer Response /* (4200, 13, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was advised by ****** to leave case open till it resolved! Thank you for the information. Since there was a cancelation and there was no refund issued, what we can do is change the case type to Credit Not Processed. Any email you have can be uploaded to case to help you with a favorable decision. Would you like to proceed? 3:21 PM - ***** yes please 6:28 PM Your file has been uploaded. ********* / **** and as you can see their excuse for no refund is cause i files a case with you uys !! ****** *** ***** ***** 6:33 PM Your file********* ********* case2.pdf / 0.14 They just sent me a email again cause it got reopened asking me to close th case and they will refund me (NOT a chance) Told them refund through you guys only! ********************* 7:01 PM Your file ****************** case 3.pdf / 0.15 SM Alright your dispute has been reopened and had its reason changed. Just give us a little bit more time from here to work this case and we will update you via email. 5:03 PM - *** Business Response /* (4000, 15, 2022/05/13) */ Hello *****, Thank you for your reply. That is of course your prerogative, but as explained previously we won't be able to issue a refund to you while the dispute is open. We will have to wait for the dispute process to fully complete before our team can issue a refund to you as part of your cancellation. Do note that if the dispute is found in your favour we will be forced to revoke access to the **************************** domain registration as the dispute amount is for the full payment, meaning the domain was not paid for breaching our Terms of Service and Refund/Cancellation policies and Money Back Guarantee. We will not be able to provide any access to the domain registration in this instance. Consumer Response /* (2000, 19, 2022/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) *********** *********** Finally got refund after one the case with ******* *************************************!! Long battle but won in end, *******************************************************************
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