I had my hosting through FatCow. I had heard decent things about their service and the price was comparable to other companies. I signed up for them in July 2009. Thats when the problems began. I repeatedly contacted them in the month of July and the beginning of August via the live chat service about my site being down. We’re talking 2 to 3 times a week. I should have known then there was a problem but I tried to stick it out I had in fact just paid for a years worth of service. So I stuck it out.
This is what I got for my service:
Now it doesn’t look too bad at first glance there are only 8 tickets right? Except for one thing several of those tickets were opened and reopened several times. This also doesn’t show any of the contact through the live chat function and several of the times I called customer service.
On February 9th I made the decision to move to HostGator. Got everything set up and the move was complete on February 16th. I asked FatCow to cancel my account. At that time I was informed that there was a $35 early cancellation fee. To which I said absolutely not. If you cannot provide me the service I paid for why should I pay you to cancel the service. The customer service representative understood what I was saying and waived the fee. At that time I was told that I would be getting a refund (I only used the service for 6 months). What he failed to mention is that in canceling my account the way he did it would not allow me to go back and manage my domain name that I had bought from FatCow.
I called back to Customer service and got that fixed. I was again told that I would receive a refund and that the amount would be sent to my credit card on file and I would receive an email notification about it.
Two weeks go by and no email no refund. I called back this Monday and asked again. Oh well the refund was applied to your account. UM NO I explained that the refund was to go to my credit card. The gentleman said no problem I’m sending it up in a ticket now. You should see your refund by the end of the week and you will get an email by tomorrow.
Here it is Friday, end of the work week and no email and no refund. I called in this morning and am told by customer service that it would be sent up in a ticket. At this point I’m beyond pissed so I asked for a supervisor and was placed on hold for over 40 minutes. It then took me over an hour and half to get back into a billing associate where I sit on hold again.
We are not talking a large amount of money I realize that by why can I not get a refund of my measly $33 dollars?
On the other hand of that I have been so happy with HostGator. They moved all my files over. There was a slight problem with some files and they immediately worked through it, found the problem and my site has not had a single second of down time. My emails have been sent and received with no problems.
What are your thoughts? Should I pay a $35 cancellation fee given all of the tickets and problems? Should FatCow be allowed to keep my money for their services I’m no longer using?
Oh and for a laugh This has been playing the whole time in our house:
Related posts:
Stick to your guns, girl! REFUND THE MONEY!
Thanks Merrie. The last I heard we are to receive a refund in 6-10 business days.
I would totally be a bulldog about it and not let go til they give you your refund!
Not only downtime, but your site was significantly slower to load than it is now.
.-= Kim @ What’s That Smell?´s last blog ..She’s no baby =-.
That was another one of my problems Kim. The slow loading was bad but not being able to see the site at all was worse.
I hope you get your money back.
Thanks Linda. We’re working hard on it.
Seriously, they have so many bitching and blogging about them, that they literally told us it wasn’t advisable to blog it. Oh really? Was that asked or demanded? Oh well it doesn’t matter.
http://networkingwitches.com/2010/02/dear-redneck-witch-we-aint-in-kansas-anymore/
This is exactly what happened to us, and if you find any tactic to get your money back, we’re certainly open to hear it. And will certainly share the same to you.
The owe us significantly more than $33. They owe us near $200 because every “support ticket” was because we exceed something or another with traffic, be it queries or our database password being changed.
Wrong, it’s shoddy service is what it is.
.-= Rose ~ RedNeckWitch´s last blog ..Dear Redneck Witch…We ain’t in Kansas anymore! =-.
I’m so sorry that you had an issue too. I have heard people that had great experiences with them. Mine was definitely not one of them. After repeatedly calling Friday, they did say I should have a refund in 6-10 business days and if I called back on Tuesday it would show as processing. We’ll see if that actually happens.
Holly they said they would give us all of our money back AND pay to move us and they didn’t. Now I think since your story is the same we should all contact the BBB in their area.
I’m all for the BBB Winter. Also think I will be submitting a report at RipoffReport.com. It may not get our money back but hopefully it will give enough people a warning.
WOW! I am sorry you have had such problems. I sure hope you get your money back – stick to it!
Thanks for the support. I am sticking to my guns with this now. Too many other people have been burned.
For me, it would be the principle of it–if I paid good money for a service I did not receive, I would expect my money back. Even if I have to keep calling, keep writing,keep doing whatever it takes. By letting the off the hook for refunding your money, they then think they can do it to everyone else. And THEY get rich for doing nothing. I am never willing to just walk off.
.-= Karen´s last blog ..Scenic Sunday =-.
Thanks Karen. I may not get my actual money back but by the time I’m done they will have talked with me enough to wish they had just refunded me the money in the first place.
Yes you deserve your money back.
.-= valmg´s last blog ..Miscellaneous Mentionables =-.
Thank you! I’m working hard at making FatCow make it right.
Definitely stick to your guns Holly. Hound them if you have too. Even if it’s just to make a point.
.-= Zippy´s last blog ..Ecuador, Guinea Pigs and Tony – Oh My =-.
Thanks for the support Zippy!
Twitter: simplybeingmom
says:
You should totally get your money back! That being said, I’m so sorry you are having problems with Fatcow! I have them and haven’t had any problems….yet.
.-= Crystal @ Simply Being Mommy´s last blog ..The New PhotoWorks + $50 Gift Certificate Giveaway =-.
LOL Crystal you were actually one of the two people that I had heard nothing but good things about them from. I’m glad it is working out for you and for the other person. But it’s not fair to those of us on the “bad” servers to be treated this way.
Twitter: simplybeingmom
says:
You are totally right Holly! They need to make it right.
.-= Crystal @ Simply Being Mommy´s last blog ..The Princess and The Frog Blu-ray Combo Pack and DVD Giveaway =-.
You deserve your money back. Every shared hosting provider can experience problems from time-to-time, but your situation with FatCow seems ridiculous. I am sure HostGator will provide better service – of course it would be difficult to provide a service worse than FatCow did.
.-= Larry H. (cakeblast)´s last blog ..Wisk® Pimp My Laundry Room contest =-.
Twitter: GopherBuck
says:
AHH I feel your pain! I just canceled my account early due to the same reasons.
Nappy headed cows got the $35 (from my REFUND! lol) They best give me a refund for the site!
I had Paypal charges for stuff I didn’t even BUY from Fatcow! They are seriously ripping people off!
Twitter: GopherBuck
says:
I think I’mma go with HostGator also! My dad uses it and he’s liked it so far.
WORDDDPRESSSSSS!<3