Complaints

This profile includes complaints for SiteGround's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SiteGround

  700 N Fairfax St Ste 614 Alexandria, VA 22314-2085

• 

  SiteGround

  901 N Pitt St Ste 325 Alexandria, VA 22314-1549

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.

• Initial Complaint

  Date:12/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  Purchase hosting with Siteground migrating from ******.net. Upon migrating and after completed the Siteground blocked my access to my ********* site by it being over 20GB. Wow really! I had to go in and delete files to regain access. I tried reaching out and the company was not available like they mention in their marketing support 24/7. I think they are aware of their poor service so they are not available because they know I am trying to leave Siteground. I need a refund, and any assistance I need to migrate my site somewhere else.

  Business Response

  Date: 12/11/2023

  Dear *****,

  Thank you for sharing your recent experiences with us, and we appreciate the opportunity to address your concerns.
  
  We want to reassure you that our customer support team is always at your service, 24 hours a day, 7 days a week, through various channels such as live chat, telephone, and our ticketing system. We are dedicated to providing a smooth and efficient support experience for every customer and we regret any inconvenience you may have experienced in trying to contact us.
  
  Upon reviewing our records, we see that you have engaged with our live chat support on several occasions. Your most recent live chat interaction, on December 8th, involved a request for help with canceling your account and obtaining a full refund. We are pleased to note that our support agent addressed and resolved this matter to your satisfaction. As a result, the account was canceled and a full refund was issued back to your card. You are welcome to verify the refund details via your Client Area - > Billing menu -> Payment History.
  
  With respect to the complimentary site transfer performed by our team on November 26th, we can verify that our technical team successfully transferred your site from its previous host. They ensured a precise duplication of your site and resolved any issues, such as clearing out excess cache, to guarantee that your site functioned correctly after the transfer.
  
  On December 4th, however, our systems alerted us that the dedicated disk space for your hosting plan was reached. We then sent you a notification with with more information about the matter at hand and a request to reduce your usage within the following 3 days, providing a grace period to manage the situation during which all services remained active. The notification included instructions on how to remove the surplus content, which in your case seemed to be due to automated plugin backups. It also outlined details about the potential service disruptions if no corrective action is taken, emphasizing the importance of reducing disk usage to stay within the hosting plan capacity. It's important to point out that this measure is a part of our standard protocol to maintain the highest performance for all our shared platform users and to prevent any server disruptions.
  
  Should you have any more questions or if there's anything else you're concerned about, please feel free to contact us - we are here to help.
  
  Best regards,
  The SiteGround Team

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I cancelled my services before the renewal date and received my confirmation. 11/14/23- $19.99 was taken from my bank account. The representative told me that the charge was for the name. I told him I cancel. He said they are separate. He could not refund me my money. I think its an unfair practice to not explain two bills and only canceling one when a person cancel their service. I would like to be refunded.

  Business Response

  Date: 11/17/2023

  Dear ******,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience caused by the recent charge to your bank account. We understand your frustration and would like to address your concerns regarding the cancellation process and the subsequent billing.
  
  Upon reviewing your account, we have confirmed that you canceled your hosting plan before its renewal date and received a confirmation of the cancellation. Following your conversation with our support team on November 15th, the case and your request for a refund of the domain renewal payment were escalated internally for further review. You should have received more information about the case in a support ticket available in your Client Area Support History page (ticket ID: ********.
  
  Nevertheless, we would like to provide further clarification regarding the renewal process for domain names. Please note that all domain names are renewed separately from the hosting plans as they are essentially separate services that can be managed independently. At SiteGround, we have an automatic renewal billing system in place for all our services, including domain names. We send several upfront email notifications to our users, informing them about the upcoming renewal event, the exact date, and the amount due. This ensures that our customers are well-informed in advance and have ample time to make an informed decision about their options. Furthermore, we want to emphasize that you have full control over the billing settings in your account. If you prefer to manually renew the domain or let it expire, you can easily disable the automatic billing feature from your account. However, in this particular case, the domain automatic billing feature was never disabled which is why our system automatically renewed it in accordance with our terms and conditions. We understand your disappointment regarding the non-refundable nature of domain renewal fees and wish to clarify that the reason for this policy is that the renewal fees are paid to the global registry by us on your behalf for the exclusive right to use the domain name for another year.
  
  Once again, we apologize for any inconvenience caused, and we appreciate your understanding. If you have further questions or require additional assistance, please do not hesitate to reach out to our customer support team via the relevant ticket, who will be more than happy to assist you.
  
  Sincerely,
  The SiteGround Team 

• Initial Complaint

  Date:11/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  On the 1st of November, Siteground attempted to defraud me by attempting to illegally deduct money from my bank account with consent. In my attempt to counter an automatic renewal, I was given no option to delete my account or remove my banking details. The renewal date according to their website is only supposed to be on 17 November 2023. Here also no customer has the option to decline or accept meaning that they knowingly attempt to rob their own clients. Furthermore, they are unreachable on their website.

  Business Response

  Date: 11/14/2023

  Dear ****,
  
  Thank you for sharing your feedback. We apologize if our service did not meet your expectations. After locating your account and reviewing relevant logs and support interactions, we'd like to provide clarification on our billing policy to avoid any confusion.
  
  At SiteGround, we prioritize transparency and clarity in all our services. As a standard practice, all our services are set to auto-renew by default to ensure uninterrupted service for our customers. Users are informed and must agree to these terms during the sign-up process for hosting services. Hosting plans with annual hosting renewal periods are auto-renewed 15 days prior to expiration, allowing us sufficient time to address credit card issues and failed payments should such occur and preventing interruptions. That said, all clients have the option to disable the automatic billing feature at any time through the account settings if they prefer manual payments or if they wish to let the service expire.
  
  According to your account logs, the automatic billing feature was never disabled for your account, leading to the attempted auto-renewal event. We want to highlight that we send multiple email notifications prior to the renewal date, specifying the exact amount, renewal date, and cancellation instructions and allowing ample time for reaction. These emails were sent to your registered email address on October 18th, 2023, October 27th, 2023, and November 2nd, 2023. Nevertheless, we understand that these emails may sometimes be overlooked. We have also reviewed your payment logs with our billing team, and we can confirm that the automatic renewal attempt in question was unsuccessful, and no charge was processed. We apologize for any confusion.
  
  Regarding your concerns about account deletion and removal of banking details, we would like to clarify that these options are indeed available. Our support team addressed this during your live chat interaction from November 2nd, 2023, providing the necessary steps. Subsequently, you exercised your right to be forgotten, and your profile and associated data are being deleted as per your request.
  
  We hope this information proves helpful and clarifies the situation. If you have further questions or need assistance, please feel free to contact us.
  
  Respectfully,
  The SiteGround Team

• Initial Complaint

  Date:10/20/2023

  Type:Product Issues
  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.

  10/20/23 -I noticed a renewal charge from Siteground for **************.com. That domain was due to expire on Nov 5, 2023. Siteground renewed it for another year, 15 days prior to Nov 5, 2023. I was 100% sure I cancelled the ************** domain. I went to my Siteground back office to double check. The domain wasn't set to renew. The auto-renewal was cancelled. Siteground renewed the service and now it expires on Nov 5, 2024. I contacted Siteground to let them know I no longer will need the domain and will not be using their services. I expressed I would like a refund for the $19.99. The rep said he could not refund my money. Why not? The domain is no longer in use. The rep said they bill 15 days early. Well, I called as soon as I got the invoice for the $19.99 and made sure the domain had been cancelled (not renewed). This is literally 15 days prior to it's renewal, they claimed was not cancelled. I called them on 10/20/23. The same day I got the invoice. Why can't you refund me on this same day? This is 15 days before the domain was due to expire Nov 5, 2023.To resolve this matter I'm seeking a refund for the amount of $19.99 from Siteground.

  Business Response

  Date: 10/24/2023

  Dear ********,
  
  We appreciate your time in sharing your concerns regarding the renewal charge for **************.com. We sincerely apologize for any inconvenience this situation may have caused you.
  
  Our billing process typically involves renewing services 15 days before their expiration date, a standard practice aimed at ensuring uninterrupted service. In the case of domain names, missed payments can lead to domain suspension or even domain loss.
  
  To address your complaint, we have thoroughly reviewed your account logs and the specific case. Our investigation revealed that the automatic domain renewal feature was active at the time of renewal, prompting our system to automatically renew the domain. Additionally, prior to this, we sent several email reminders to the admin email address associated with your account. These reminders included details about the upcoming service renewal, the exact renewal date, and the amount due. We also explicitly state that if you wish to cancel the service or allow it to expire, you need to take action before the renewal date to avoid unwanted renewals. Since there was no response or action taken on your part prior to the renewal itself, the domain was extended in accordance with our terms.
  
  That said, we understand that there are situations where users may overlook renewal dates and the early notification emails we send. As part of our dedication to addressing this matter, we promptly escalated your refund request during your chat interaction with our support team on October 20th. We are pleased to inform you that a complete refund was processed to your card on that very same date, a confirmation of which was provided by our team during your live chat conversation. For your convenience, you can also verify the refund transaction details within the Billing section of your Client Area.
  
  If you have further questions or require additional assistance, please don't hesitate to contact our customer support team directly through the Help Center in your account. We are here to assist you and ensure a resolution that meets your needs.
  
  Sincerely,
  The SiteGround Team

  Customer Answer

  Date: 10/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:10/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Siteground.com is the host for our website. I have tried for months to communicate with someone via phone and email, and I cannot get a response from anyone. I have called the ******** ***************************** and they do not have Siteground.com or SG Hosting, Inc. as a registered business. This company continues to charge me for the hosting services but will not communicate with me nor allow me access to my online account. I have provided them with my driver's license and business tax documents confirming my identity and the still continue to ignore me.

  Business Response

  Date: 10/31/2023

  Dear ********,

  We sincerely apologize for any inconvenience you've experienced. We take your concerns seriously and are committed to resolving this issue promptly.

  Upon checking our records, we were unable to locate any emails from the address you provided. However, we did find an account linked to your email address.

  If you are experiencing difficulties with your account login, you can initiate the account recovery process using your email address to reset your credentials. Simply navigate to the login page, click on "Can't login?" and follow the subsequent steps to regain access via the email address or phone number associated with your account. Here's the direct link for your convenience:

  **********************************

  If these options do not resolve your issue, we recommend reaching out to our dedicated Compliance team via email. Our experts will verify your identity as the account owner and assist you in regaining access to your account. For a step-by-step guide on how to contact our Compliance team, please refer to the following article:

  ****************************************************

  We'd like to assure you that our Compliance team handles such requests with the utmost diligence and priority, ensuring a swift and efficient resolution to your concerns. We're here to help and we want to ensure that your concerns are addressed.

  Best regards,

  The SiteGround Team

• Initial Complaint

  Date:06/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  This merchant make promotion for web hosting. In their promotion, they promise 30 day moneyback experience. I paid 35.88 USD and started their service on june 4 and not satisfy with their service. When I request a refund, they only refund me half of my payment. Per their customer service, the domain is not refundable, but they did NOT state that in advance. If I were informed that, I will go to another service provider. So I request FULL refund.

  Business Response

  Date: 07/10/2023

  Dear *****************,
  
  We would like to begin by expressing our apologies for the negative experience youve had. After locating your account and thoroughly reviewing the case, including the support history, we are determined to provide clarification and resolution. In order to ensure complete transparency, we have made our refund policy readily accessible on our website and terms of service. This policy provides comprehensive information regarding domain name fees, explicitly stating that they are non-refundable as once registered the domain becomes your property until its expiration. You can find more details about our refund policy in this article: 
  
  **************************************************
  
  However, with that said, we also acknowledge that you may not have been aware of these refund details in advance. We recognize that each situation is unique, and taking into consideration the circumstances, we have decided to make an exception and have refunded the domain fee as well. Please note that it may take up to 10 days for the refunded amount to appear in your bank account, depending on processing time.

  We hope this resolution adequately addresses the matter at hand.

  Best regards,
  The SiteGround Team

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  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.

  I have been trying to transfer my site from siteground for going on 4 months. There is always a reason why its being denied and always a waiting period that follows. They continue to exit the chat without solving my issue. They dont answer the phone. All I hear is what they cannot do to help me. At one point they sounded almost desperate to keep my site for some reason which is beyond me. I would never do business with siteground again.

  Business Response

  Date: 04/07/2023

  Hello *****,
  
  We are sorry to hear you were unhappy with our services. To better assist you, we have checked the status of the domain in question and reviewed your support interactions with a Customer Care Supervisor.

  According to our logs, there was a change in the domain admin details requested on 2023-01-21 which triggered an automatic 60 days registrar-lock status (as per the registry's rules during this time, the domain is locked and not available for transfer). Our domain team provided all relevant details about the lock, period, and how/when to proceed afterward to start the transfer via a support ticket in your Client Area.  
  
  Later, on March 24th, we see you contacted our support team via live chat with a request to check on a domain transfer that was already initiated away from SiteGround. The operator confirmed the transfer was already in progress and also assisted with escalating the case to our Domain department.
  
  Our domain experts updated you via a support ticket the following day, March 25th, that the domain was already in Pending Transfer Away status, and as such, we no longer had control over it. We'd like to point out that generally domain transfers take several days to complete. And in this specific case, your domain transfer was completed on ?arch 30th.
  
  According to the information publicly available on *****'s lookup page, your domain registrar has already been switched to another one. Here is their official lookup page:
  
  **********************************
  
  We hope this information clarifies the matter. And our support team remains available to you 24/7 should you require any other assistance.
  
  Respectfully,
  The SiteGround Team

  Customer Answer

  Date: 04/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:03/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Siteground have charged me 3 times the amount which I never requested to renew. They have purposely not put cancel auto renewal on the account section & when trying to cancel the account they forward you to a chat window which gets you nowehere. My hosting account was suspended which is fine to me because I never wanted to renew. My credit card was stolen but when my card new card was issued the payment went through on January 27, 2023. I have repeatedly requested to refund my money $247.61 because my account is laready suspended but they are not entertaining my rtequest.

  Business Response

  Date: 03/17/2023

  Hello *****,
  
  In order to better assist you, our team has already checked the status of the account in question. Our records indicate that your hosting plan was suspended due to a chargeback we received on your automatic renewal payment of 2023-01-26. While we understand that some customers may not wish to continue using our services, we always recommend contacting us directly for any payment issues, and chargebacks are typically the last option. In terms of our policy on refunds, both initial and renewal payments of shared hosting plans are refundable (in part or in full) within 30 days of the payment date. However, once you file a chargeback, the situation becomes more complicated and we are required to follow a much more strict and time-consuming procedure that is beyond our control.

  Our team has already provided you with a few status updates about it through our live chat and ticketing systems. The relevant ticket and chat transcripts can be found in your Client Area’s Help Center. Currently, the Chargeback procedure is still ongoing and we are awaiting the final outcome. As soon as we receive further information, our billing department will notify you. Alternatively, you may also contact your bank since they have full access to provide you with the needed information on when they can get this resolved given the matter is not up to us at this point.
  
  It is our hope that this information proves helpful to you. Our support team is available to assist you 24/7 should you require any other assistance or have further questions.
  
  Respectfully,
  The SiteGround Team

• Initial Complaint

  Date:12/18/2022

  Type:Sales and Advertising Issues
  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.

  months later I have been with the site ground website for a few years. I was unhappy with the new rates so I chose to upgrade for 1 year. I turned off the renewal and order the 80 dollar plan. They billed me twice and when I asked them they said nothing could be done.

  Business Response

  Date: 01/05/2023

  Hello *******,
  We'd like to take this chance and help out in any way we can. Given the transaction amount you've mentioned, it appears that you upgraded to a higher plan during our recent Black Friday or Cyber Monday promo period. You should not be billed twice but simply renew at the regular price when the plan expires.
  As there isn't enough info for us here to locate the specific payment and review the case properly, we'd like to invite you to drop us an email over at [email protected]. Tell us how we can help, preferably reach us from the admin email of your SiteGround account so we can verify you as the owner and we'll be happy to address the situation.
  
  Looking forward to your contact, all the best - The SiteGround Team.

  Customer Answer

  Date: 01/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:11/27/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I have ordered 1 Year StartUp Hosting which in sitegroundgroud.com July 15,2022 ,the refund rules is billing by time then.But today I canceled my order before expiation date, they don't pay for any refunds to me.They took the liberty of changing the refund rules, they should refund 8 months of fees following rules which I ordered the product .

  Business Response

  Date: 12/13/2022

  Hello ******,

  We noticed your complaint and this prompted us to review the case in detail.

  You created an account with us a few months ago, on 2022-07-14.
  That account was later canceled on 2022-11-27 and you reached out to our team via chat to inquire about a possible prorated refund. We clarified that refunds on shared hosting payments can be issued within 30 days of the payment being made.
  If the new billing period had started we also have the option of deducting a month from the refund and still issue it if the payment is less than 30 days old.
  Our refund policy remains also unchanged and is accessible on our site:************************************************ .
  Still, we take all perspectives into account when addressing such cases.

  As you've already canceled the account, we're willing to make a custom exception and prorate the full remaining months of hosting. We've already issued a refund for 8 months of StartUp hosting or 23.92 USD back to the CC originally billed.

  You can expect the amount to show up in the next 10 business days, usually it is much faster. Hope this brings the needed clarification about the situation!
  Regards, The SiteGround Team