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Business Profile

Web Hosting

SiteGround

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Web Hosting.

Complaints

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

Find a Location

SiteGround has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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

    Customer Complaints Summary

    • 30 total complaints in the last 3 years.
    • 13 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/31/2022

      Type:Sales and Advertising 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.
      They won't allow me to host a website under their plan. They offer no avenue for a refund.These people are criminals.

      Business Response

      Date: 11/24/2022

      Hello *******,
      Your feedback prompted us to look into your case and we found the records about your account in our system, and we feel like we need to bring in some more clarity.
      You contacted our team with an inquiry about a websites transfer, which is usually a paid service, but our team agreed to assist you with it. We encountered permissions and connection issues with the previous host that hosted the site. Ultimately, our techs found a solution and completed the transfer for free.
      We have a 30-day money back policy, and you can still get a full refund on the hosting by choosing the immediate cancelation option from your Client Area.
      Here is how: *********************************************************.
      In case you need assistance with the hosting or the cancelation - you can contact us directly from the Help Center:
      *************************** Regards,
      The SiteGround team

    • Initial Complaint

      Date:10/25/2022

      Type:Product Issues
      Status:
      Resolved
      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 charged me for a domain autorenewal that I had turned off online beforehand. I went in to verify it was off and it was. I clicked it to make sure it was 100% marked as off to see if it would light up and it did light up so I turned it back off. I contacted them and they said it only showed that I just turned it off that day. Their system obviously had an error yet they would not help, refund or do anything to resolve the issue. They said there wasn't an error because their logs didn't show anything. However, the fact that their logs don't show anything is the error aside from the fact that they didn't show in their system that I had it disabled even when it showed disabled online. How would I knew to turn it on and then back off to disable it.... So they refunded the privacy, but then of course that would make it so that all my personal info would be shown to the world which I didn't want so I had to buy that back again because they can't cancel out the domain purchase.

      Business Response

      Date: 11/17/2022

      Hello *****,

      We see the case has already been resolved with our colleagues, and we've refunded the amount you have been charged for the renewal, but we wanted to do a quick follow-up just in case. Usually, domain name fees are non-refundable, as they cannot be deleted from the global domain registry once a renewal has gone through our system. At the moment of your complaint directly to our customer care team, our colleagues have thoroughly checked both our auto-renewal and server system logs as well, and there was no record of a turned-off auto-renewal action for the domain. Our log records showed the domain renewal was canceled a few hours after the auto-renewal transaction went through successfully. In this case, we cannot reverse the renewal from the global domain registry and have already paid for it. However, our colleagues decided to make an exception in your case and have refunded the full domain renewal fee, which you should have received within 7 business days since the refund was issued. We hope this clarifies the situation better. We appreciate your feedback and thank you for your business.

      Regards, The SiteGround Team

      Customer Answer

      Date: 11/17/2022

      [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:09/21/2022

      Type:Billing 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.
      Charged my card after I cancelled service. same complaint as the previous people all had. they dont tell you that cancelling out your account and service doesnt stop the payments from being pulled. a completely unscrupulous company. please for the love of god, investigate these people and stop them from doing business in your state. and if you would like to file a class action, I volunteer to testify against them.

      Business Response

      Date: 10/20/2022

      Hello *****,

      Wed like to clarify how our interface works and what caused the confusion with the plan cancellation. The way our system is set up,
      Our hosting environment provides clients with the option to manage separate website slots by creating, renaming or deleting the websites without this affecting the existing hosting plan.
      This means that even if the site created under your hosting plan is deleted, this does not cancel the hosting plan you have ordered, nor the billing for it. That is why despite the website deletion that took place in September 2022, the system kept sending you renewal notices for the active plan, as it was near its expiration date.
      During your latest chat, the session was disconnected before our rep can clarify that setup for you or advise you of the current status of your hosting plan, and how you can proceed with the cancellation.
      We are sorry to hear our hosting plan did not match your expectations. As all website and email content was deleted 3 months ago, we are willing to honour this as your cancellation date.
      We went ahead and pro-rated the amount equivalent to the 3 months of service from your yearly prepaid fee. You can expect the refund posted on your credit card within the next **** business days.
      Please accept this as a cancellation confirmation of your StartUp plan for your records. We can confirm that there will not be any further charges for that account.

      Kind regards, 

      Gergana Z*. 
      Community Manager 
      SiteGround

    SiteGround is NOT a BBB Accredited Business.

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