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Business Profile

Data Storage

Nitrado USA

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Nitrado USA's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 15 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/07/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      I have been a loyal Nitrado customer for almost two years, spending over $2,000 monthly to support my large and active Ark cluster. My community, which relies on these servers, has grown because of my significant investment in Nitrado’s services. Unfortunately, my recent experience with their support team has been nothing short of unacceptable. Without clear evidence or proper explanation, Nitrado terminated my servers, alleging violations of their Terms of Service. Despite my repeated requests for transparency and detailed proof of these claims, I’ve received vague responses and no opportunity to resolve the issue. I’ve always complied with their policies and operated in good faith, so this decision feels deeply unfair and arbitrary. This sudden termination has disrupted my community and wasted thousands of dollars I’ve invested in maintaining these servers. To make matters worse, the lack of accountability and willingness to engage in meaningful dialogue from Nitrado’s team has left me frustrated and disappointed. I urge Nitrado to rectify this situation by reinstating my servers and compensating me for the downtime and disruption caused to my community. This level of disregard for loyal customers is unacceptable, and I will not hesitate to escalate my complaint through legal or public channels if this matter is not resolved promptly. To other potential customers: be cautious when entrusting your gaming community or investments to Nitrado. If they cannot provide fairness or transparency to a long-term, high-paying customer, it raises serious questions about their commitment to their user base. I hope to update this complaint positively if Nitrado chooses to resolve this matter and restore faith in their service.

    • Initial Complaint

      Date:11/11/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Was going through a bit of an Ark stint with some friends that we decided to get a 3-day server service from this company since they're the only option, no big deal up until the past week I've had issues accessing the website on different devices, but I wasn't worried because prior I had turned off the auto renewal. Except now I have two charges for the 3-day server renewal, I reached out to support as soon as I was able because I'm not happy about this-- I turned off the automatic renewal PRIOR, but finally able to get the website to work today it showed it was still on, so while waiting for my ticket to get a response I was able to finally (hopefully) turn it off for good and remove my payment method. Even explaining this to support, I'm treated like this is my fault for it happening. And suddenly it's "3-day servers are non refundable", where was that stated when I purchased the server? I'm also pointing out the complete lack of customer service skills from the billing team, Ali in specific, since I see the name popping up on a different complaint I guess I'm not the only one who dealt with the rudeness. Apparently no access to the website means I'm supposed to have the support email automatically. I used to love Nitrado and their services but come recently it's just gone downhill which has been a horrible shame, I miss when their support service was actually engaged in helping to find a resolution and were friendly.

    • Initial Complaint

      Date:10/17/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      On September 6th I purchased a server rental from the online gaming company Nitrado and it was broken and non functional. I’ve rented from them for 7-8 years so I know for a fact it was broken and that they would take multiple days to reply to a support email and even then there would be a huge chance that server never works or always has issues. I had just gone through it a few months ago and nothing we did fixed it so I eventually just dropped the server and lost a bunch of gameplays. So instead of waiting possible days for a fix I submitted a refund request as allowed by them within 14 days for any reasons and purchased another server instead. The second server worked just fine immediately so I don’t need that first non working server and they only replied with saying they turned the server back on and it’s running. That’s not what I asked for I asked for a refund as I’m entitled to. They then proceeded to only reply once more until I was outside the 14 day period and told me sorry it’s your fault you’re not allowed a refund now it’s too late. I emailed back and forth and made multiple support tickets and they refuse to refund me and are only offering me time added to my other servers which I do not want. I want my $66 back I spent on something broken and rightfully requested a refund for please if you could help me. The account is under my other email [email protected] for gaming with my partner if you need me to ask him anything but I paid with my debit card that’s on it

    • Initial Complaint

      Date:09/23/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Company is knowingly falsely advertising the latency they are able to provide when renting a server. The advertised ping is ~17. However, the minimum amount of ping I actually receive is ~81. I live in the same state as the server that is being provided, however, the ping I am getting is reflective of an out of state and often times, out of country server. After reaching out to customer service, they assigned my server a new IP address, however the same latency issues persisted, and I was informed that I can no longer receive a refund because they modified the server IP address that didn't even fix the issue...........

    • Initial Complaint

      Date:09/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Back in July, we decided to no longer continue playing and cancelled future payments to the server, all of a sudden today I was charged. Ali A******** called me a liar basically, and refused refund since it costs money to keep a server running, from the time I got the email to contacting support was 1 hour and 3 minutes which does not constitute the 10 dollars. We pay for future service not past service, so the logic of his statement makes absolutely no sense.

    • Initial Complaint

      Date:09/04/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      I have been paying for a service for close to 12 months, renting a game server that was intended as a place for me and friends to have a private server to play on. It was active for all of the first 2 months and has since been inactive and when contacted about the issue they did nothing to fix it and when I requested a refund they said they won't refund service charges. What service? In 10-12 months of renting the server, it was playable for maybe the first 2 months and then became unplayable, it doesn't even appear on server lists in game to sign in yet I've been charged all the while for a NON-EXISTANT service.

    • Initial Complaint

      Date:07/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Cancelling a server with this website is what looks to be impossible or extremely difficult and I find it to be borderline a scam. Most website will give you an easy "cancel" option, this website has multiple links to get you to the "guide" of how to cancel, which never leads to an actual cancellation button, but the furthest you can go is to "submit a ticket" and they basically tell you to just say "I wish to cancel my server" so I did just that. E-mail of me doing that is attached. Well turns out that was not the end of it, they end up following up with an e-mail telling you to click on yet ANOTHER guide on their website of how to get to this "cancellation" and I just noticed this today, but once again this guide does NOT lead you to an actual cancellation option, it just leads you to "disabling automatic payments". Submitting a ticket to their support team was not how you cancel and they made it seem like that's how you cancel. Their cancellation guide ends with "submit a ticket telling us to cancel" but that's not how they cancel at all. Submitting that ticket didn't do anything. Now they have renewed my server and apparently they do not offer refunds. I have gone online and disabled automatic payments, but please note there is no cancel option. I cannot remove my card from their database, I cannot delete my account, I can't anything. I just have to "disable automatic payments" that's what they call cancellation.... This feels like a scam, feels like fraud, why don't they just add a simple cancel option like every other website, why do you have to go through forums of "instructions" just to get out of your agreement with them. I feel so strongly wronged, I need the better business bureu to help me, please help me. It was not a lot of money, but this should not be allowed. It's like the exit is so heavily buried and I still haven't found it, this should not be legal. They need to pay for this. They need to be held accountable for this.

    • Initial Complaint

      Date:01/13/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Nitrado does not deliver on their product. The web interface to interact with the server space you buy is down 4 times a week. Do not buy game hosting server space from them.

    • Initial Complaint

      Date:01/05/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      I rent game servers from Nitrado and for the past 3-5 days maybe longer they have not been working. I have reached out with 3 tickets to their support team with no response to any of them. They keep counting down the days left on my "subscription" but nobody including myself can access these servers.

    • Initial Complaint

      Date:12/26/2023

      Type:Order Issues
      Status:
      Answered
      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.
      Nitrado has repeatedly stolen from me and there is no recourse. I just purchased two copies of a game at 50$ a piece because Nitrado advertised cross platforming capabilities. They were unable to start the server, unwilling to respond, and refuse a refund. Nitrado is a scam, not able to perform the task advertised or sold. Someone please help.

      Business Response

      Date: 12/27/2023

       

      We received 2 tickets from the customer 1 on December 08 and another one on December 26, in both tickets we request the information as which server is the one not working to be able to help, and we have no answer to none of the tickets, we wish to help in this regard, we are checking the 3 servers in his account to see what happened, if customer wishes to continue with a refund, just needs to let us know which one, as he mentions one server is having issues, but it is not clear which one, or if this needs to be done on both.

       

      Both ticket numbers are checked and waiting for an answer, this can be checked in his email, or in our Web, in the ***********.

      #******

      #******

       

      Thank you for your kind understanding.

    Nitrado USA is NOT a BBB Accredited Business.

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