Complaints

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:12/19/2024

  Type:Billing 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 canceld my service and they charged me $37 for 2 months

  

  Business Response

  Date: 12/20/2024

  Looking into this further, the customer canceled services on two VPS servers in early November (********) and the remaining 24-month term amount was refunded. We let the customer know that any images on the account must be manually removed if they had them, but it looks like they missed this portion of our reply. The customer opened ticket ******** yesterday (12/19/24) asking for a refund for the images and stated they were never notified. As this customer did have the DisasterStrickenArea banner and server images can be easily missed, we had billing provide the refund and reply to the customer. They should see the refund of $74.34 over the next 2-7 business days.

  Customer Answer

  Date: 12/20/2024

   
  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:11/11/2024

  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.

  Dear BBB,I am reaching out to file a formal complaint against Liquid Web. In 2021, I discontinued using their hosting services, and I have not received any services from them since then. Until recently, I had not received any notification or communication about any outstanding payments. Surprisingly, I recently received an email from collections claiming that I have an overdue balance with Liquid Web.When I contacted Liquid Web's customer service, I was informed that the overdue charge corresponds to an invoice from 2021. It seems extremely unfair to me that, after almost three years, I am only now being notified of this debt. I never received any prior notification from Liquid Web about this balance before it was sent to collections.For this reason, I am requesting BBBs assistance in having Liquid Web cancel this charge. I believe that the lack of communication and notification from the company regarding this debt is an unethical and unfair practice for the consumer.Thank you for your support, and I look forward to resolving this matter fairly.

  

  Business Response

  Date: 11/22/2024

  We have followed up directly with the customer, emailing twice on 11/11 and 11/18 and also calling and leaving a message. We have not heard back from the customer.

   

  This was the first email from 11/11/24:

  Hello *****,
  
  I am hope this email finds you well. I am following up on some feedback sent to the BBB regarding a past due invoice sent to collections. There was email  correspondence  sent on multiple occasions regarding a past due balance of $96.00. 
  
  I provided the dates of the email correspondence below. I did reach out to our billing team and could take payment over the phone to resolve this issue. You can call in to ************** and request to speak to our billing department and reference ticket 08731131. We look forward to hearing from you and resolving this invoice issue. 
  
  5/26/2021 6:27 PM
  5/11/2021 5:35 AM
  5/7/2021 5:35 AM
  5/1/2021 5:39 AM
  3/31/2021 5:36 AM
  3/12/2021 5:35 AM
  
  **** ******, Liquid Web Support

   

   

  This is the second email, sent on 11/18/24:

  Hello *****, 
  
  Just following up. 
  
  I hope this email finds you well. I am following up on some feedback sent to the BBB regarding a past due invoice sent to collections. There was email  correspondence  sent on multiple occasions regarding a past due balance of $96.00. 
  
  I provided the dates of the email correspondence below. I did reach out to our billing team and could take payment over the phone to resolve this issue. You can call in to ************** and request to speak to our billing department and reference ticket 08731131. We look forward to hearing from you and resolving this invoice issue. 
  
  5/26/2021 6:27 PM
  5/11/2021 5:35 AM
  5/7/2021 5:35 AM
  5/1/2021 5:39 AM
  3/31/2021 5:36 AM
  3/12/2021 5:35 AM

  **** ******, Liquid Web Support
  
  

   

• Initial Complaint

  Date:09/21/2024

  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.

  I have been a customer of Nexcess (DBA *********************** for numerous years. I have been happy with their service.A few days ago I received many MANY emails letting me know that additional hosting packages had been added to my account without my consent. I immediately reached out and spoke with a ****** ******* via phone. He advised he'd be cancelling the unauthorized packages and opening a ticket to the back end support to get a ********* has now been 3-4 days and there has been ZERO contact from Necess/Liquid Web and I have reached out several times asking for my refund. This is ******* not ***** or some other low ball amount - I can't have these kinds of funds tied up for something that I did not authorize or consent to.

  

  Business Response

  Date: 10/14/2024

  As of September 23rd, the refund of $1225.70 had been issued, and Mr. Camacho should have received the money back within 2-7 business days.

  This might have happened due to his account being compromised. We blocked the IP from which fake orders were placed in our firewall. We advised the customer to reset his Nexcess account password and enable 2-factor authentication for additional security.

  Customer Answer

  Date: 10/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22319270, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  John Camacho

• Initial Complaint

  Date:02/18/2024

  Type:Order 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 had been generally happy with Liquid web service for several years. They continually offers the ability to renew 2-3 year agreements at a lower negotiated price. My contract went month-to-month and as always, I have requested a new contract agreement. I have been given conflicting information. Most recently 2 different sales people gave completely different indications. The first indicated that I should purchase whichever plan I wanted online at the 2 year pricing, request a migration of my existing plan and then cancel the existing plan. Considering this is a large cost, I wanted to confirm this with a second agent before proceeding and was told that this was not an option. I believe that if front line sales people are giving information regarding pricing and availability of contract, that information should be honored. I have also had repeated conflict with the account manager assigned my account and have asked to be reassigned or to have these matters escalated. The request has not been granted. I do not feel that I can work with this account manager any further and am requesting reassignment and escalation as well as the honoring of the offer made by the front line sales people. I am attaching the chat conversation dated 2/18/2024. I have highlighted the beginning of the conversation which clearly shows the offer made by front line sales for a 2 year contract at the contract price and migration and cancellation of my current month-to-month plan. I am sure liquid web has records of this chat in their archives and can verify. I would expect that to be honored as part of the resolution.

  

  Business Response

  Date: 03/05/2024

  We contacted the customer and they have decided to purchase a new pre-pay plan with **. They also agreed to remove this complaint.

  Customer Answer

  Date: 03/08/2024

  I would like to keep this complaint open pending the full resolution. I have been told that a new server will be provided and my data will be fully migrated. As of now I am paying for 2 servers and the migration is not complete. There has been several miscommunications in the process and very slow response times. Until the migration of the data is complete, their promises have not been kept. What do I need to do to keep the complaint open pending the completion of the migration?

• Initial Complaint

  Date:02/14/2024

  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 paid for a full year of Liquid Web's calendar software plug-in for use on my community news website. It worked OK at first, then there were apparently code updates that broke the functionality that led me to purchase the product. I even had a WordPress expert take a look and try to make it work. Contacting the help desk was useless.Ultimately I deleted the plug-in after barely a month, even though I had paid for a year. I informed the company I was canceling. No response. Then, a week or so ago, they had the nerve to charge me for an additional year. Now, that's partly my bad for not deleting them from my PayPal. However, since that $100 ding I have tried to contact them on email and social to no avail. I have instituted a complaint and request for a refund through PayPal, but be warned -- it's crappy code with even crappier customer service.

  

  Business Response

  Date: 02/19/2024

  Upon further inspection, we emailed the customer after we received the PayPal cancellation and didnt get a response. Our account services team confirmed we've issued the refund and no further charges will be made. One of our team members also said he had reached out to the customer, and his message had been answered there.

  
  We want to note that we do offer full refunds within 30 days of purchase for any reason, so if the customer had requested a refund at the time they stopped using the plugin, they would have received a full refund.

  
  

• Initial Complaint

  Date:01/18/2024

  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.

  My complaint has to do most recently with an issue in Support. I am constantly having problems with them responding to tickets and passing them off to others. Most recently I put in a ticket on January 15 to have a program installed. I started off with the chat, and they passed me on to Getting a ticket filed on it for Support to take care of. I have since messaged them on a ticket and got no response. I responded to my account manager which this is the third one Ive had and Ill havent been able to talk to any of them yet in five or six years now. My first response was to him yesterday by email and today by phone left a message both times and Ive not received a call this may be soon to you but this happens all the time. I pay almost $600 per month for a Server , there which is a fully managed server and have to go through this more times than not. They used to be a really good service when I first started with them. I was very happy with them and ** still happy with the chat support. They answer really fast and more times and not they are able to help you then and there, but this got pushed off to Regular Technical Support and this is usually what happens when they get a ticket. Ive gone on days and days with no response. No kind of update to say sorry we got your ticket. We just been busy or shorthanded or whatever the excuse may be nothing just silence. That is no way to run a business that takes that much money from you every month and calls it a fully managed server . I want someone that can look at that ticket and get something done.

  

  Business Response

  Date: 01/29/2024

  Hello ***,
  
  We appreciate you reaching out and bringing this matter to our attention.
  
  Our executives reviewed this and resolved it for you on January 19th, the last time you were in contact with them. Our team attempted to install Redmine for you, but cPanel hasnt supported it in a long time. You provided feedback that you appreciated our teams attempts.
  
  We also sincerely apologize for not providing better service before this complaint.
  
  If you have further questions, please contact our team here: **************************************************.

• Initial Complaint

  Date:12/02/2023

  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 purchased a two year prepaid server plan in November 2023. I am having two issues with the server plan now.1) Is that when I bought it, as noted in ticket # ******** I wrote, and LiquidWeb confirmed:"Okay exactly how much will it cost prepaid for the 8GB 2yr plan including the cPanel that you say I need? Total cost I mean, with 0 monthly extra." - meaning that the $960. I paid would be all in, no *** no extras, including cPanel.However, recently LiquidWeb wrote to me that I would have to pay MORE per month starting January ****, due to a pricing increase that cPanel announced in October 2023.First of all, given that cPanel announced its price increase in October 2023, it was deceptive of Liquid Web to advertise their plan as being $1200. for two years, and telling me that there would be no extra charge for cPanel, when they already knew that cPanel pricing was going up.Secondly, as a prepaid plan, I should not have to pay any extra during the two years for which I have prepaid, otherwise, the concept of "prepaid" is meaningless.2) As LiquidWeb was aware, I moved from my old server to this new one because I was having issues with not being able to get the latest version of ***** DB on the old server. LiquidWeb advised me per ticket ******** that the new server AlmaLinux could handle the higher version of MariaDB.What LiquidWeb did not tell me was that this site could not handle the *** 7.1 version I had running for one of my websites. Now that website forum doesn't work and I am stuck, and LiquidWeb wants another $24. a month from me for cloud linux to allow php 7.1 to run. That isn't right either, if the new server wasn't going to work for me they should have noticed this up front and not advised me to move to AlmaLinux (see ticket ********). Alternatively, now, LiquidWeb should provide a means of me to run php 7.1 without paying extra, on my forum website running vbulletin 4.

  

  Business Response

  Date: 12/13/2023

  Hello ****,
  
  We appreciate you reaching out and bringing this matter to our attention.
  
  Our executives have reviewed this and see that you want to keep running software that went EOL in 2017. Were aware that youre open to upgrading your software, which would then eliminate the need for you to purchase Cloud Linux.
  
  After review, our team has reached out to you through ticket number ******** to provide more details.
  
  We apologize for any confusion this has caused.
  
  If you have further questions, please get in touch with our team here: ********************************.
  

• Initial Complaint

  Date:09/24/2023

  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 am writing to express my deep dissatisfaction with the recent billing changes made by LiquidWeb once again since my last complaint on 6/30/21 over the same issue which I was promised it would be fixed and not happen again. I have been a loyal customer for over 12 years and have consistently paid a significant amount each month for 9 VPS servers. However, I have noticed a gradual increase in my monthly bill, which reached $600 and didnt complain and now overnight to an astonishing $900 a month. Previously, I had voiced my concerns about the confusing billing structure, and **** (along with ***** ******* *****, ****** and *******) assured me that they would rectify the situation by implementing a steady monthly charge. This was a nice change offered after the last complaint with the BBB and I appreciated their efforts to address the issue.However, it seems that the promised permanent fix has not been upheld. I fear that in the coming months, LiquidWeb may even further increase my bill by deeming the expiration of one of our 7 remaining VPS servers as a reason for the price hike, despite previous assurances that the prices would remain steady.I have always regarded Liquidweb as one of the best services available, apart from these recurring billing issues. Therefore, I am greatly disappointed by the current stance of the company. Despite raising my bill by $300, they have only offered an 11% discount and have suggested that I take my business elsewhere if I am dissatisfied.I am requesting that the previous discounts be reinstated permanently. I believe my total bill should be $600 per month, accounting for the recent price hikes. If LiquidWeb insists on ending our relationship, I request a temporary discount for three more months to facilitate the transition of my 9 VPS servers and the hundreds of websites they host to a new provider. Such a migration is no small task, and I believe it is only fair to provide me with the time and resources necessary.

  

  Business Response

  Date: 10/16/2024

  This is an older complaint that has been resolved. It was a partner account. He had $510 monthly spend (less than the $900 he mentions in the complaint.) This year (January 2024), he also upgraded one of his servers from Cent7 to AL8 for about $40 more. His initial entry point a long time ago was under contract for a certain number of servers and percentage discount. When he became a reseller, we gave him a 20% partner discount in order to equal it all out. Under the new partner structure, he received a 5% discount.

• Initial Complaint

  Date:12/26/2022

  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.

  Liquid Web has a major problem with how they escalate support requests. I had a similar issue that I complained about in the BBB back in April and I thought they were going to fix this problem. This new complaint is a billing so I'm submitting this complaint to make public this pattern.They sent an email about 12/21 saying there will be price increase because of cpanel starting in January of about $5 to $8 per server. No problem. Part of cpanel's pricing is based on the number of cpanel accounts that are active. I have a lot of cpanel accounts so I wanted to confirm my existing monthly pricing and get an estimate based on MY server's cpanel usage.******* was the first billing rep I talked to. She told me about $180 per month. I was expecting about $140 per month. She could not explain the difference and when I asked for a supervisor (a second opinion) she could not do that. At the end of the chat I thought we had agreed she would submit a ticket for a senior rep (supervisor) to look at this. THAT'S ALL I ASKED FOR! Later that day I checked and there wasn't a ticket. SHE DID NOT ESCALATE MY QUESTION!I had to call and finally I got someone to submit a ticket. The question about the current monthly cost was answered by the rep I CALLED. However I still do not know my new pricing.I spend over $2000 per year with them. I'm ready to upgrade to add an other $1000 per year. Their inability to answer basic questions and escalate questions has left me with a complete lack of trust. My entire livelihood is on this server along with many of my clients. I don't expect all reps to be perfect and all knowing but I do expect them to be able to escalate questions. I ESTIMATE web projects all the time that have a range in the pricing. All they had to do was look at my account, count my cpanels and give me an ESTIMATE. A RANGE WOULD HAVE WORKED!My liquid web ticket number is ******** and I will upload the chat transcript to that ticket.

  

  Business Response

  Date: 01/03/2023

  While we communicated to the customer about an upcoming price increase by cPanel (an external third party), we could not provide the customer with exact pricing due to the fact that third parties do not discuss their pricing decisions with us. The customer was provided a range of pricing as we do not have concrete numbers at this time. Once information has been obtained regarding cPanel pricing, then it will be promptly communicated to the customer.