site5.com

I have had a horrible experience with…

I have had a horrible experience with them after being a loyal customer for 15+ years as a reseller. I think anyone who works in technology can acknowledge that 15 years by industry standards is a veritable lifetime given how quickly the market moves and new technology is introduced. Yet, thanks to the way I was treated by this company, I am in the process of moving all of my accounts and cancelling my reseller hosting with Site5.Their treatment toward me is is precisely why it is such a challenge to keep customer loyalty these days!I had been on a legacy plan all these many years, despite changes in Site5 I had been grandfathered into them with my old plan which gave the reseller account holder unlimited storage. So, fast forward to needing an SSL certificate on a new domain. This is SUCH a simple process and something that is basic with hosting. However, I was unable to add an SSL to this site because they had me on an OLD server which could not support SSL. I'm sorry but...what!? You kept a 15 year customer on some antiquated server that can't even process an SSL certificate?! Customer support told me I would need to create a new account, have all of my legacy account sites moved to the new account, then cancel the old account.To be honest, none of their customers, legacy or not, should be on servers that don't have the BARE minimum of abilities, but here we are. I started this process in FEBURARY and it is now OCTOBER. It has been insane, and the current result is that they are now threatening to suspend my account because I have too many files in my PRIMARY RESELLER HOST ACCOUNT.To be clear, they are willing to lose a customer of 15 years because I have too many files in my reseller host account which was 100% in alignment with my contract under my legacy account, yet, I can not have SSL if I stay in that account so they then intend to force me to remove all of the files to be in alignment with the NEW account they are forcing me to purchase JUST to have SSL. This is absolutely ridiculous and unacceptable. My account should never have been on servers that could not support SSL in the first place, and regardless, I should have been able to keep my legacy account and not forced into a situation where it would create this kind of chaos. Those files have been reiterations of my website as I have developed it over 15 years and I have no intention of removing those files as they have important information in them. The last message from customer service went on about it all and said how hosting torrents and such was against their policies and I am literally dumbfounded. A five minute cursory examination of the files and when/how they are accessed would 100% show that these are files from my business accumulated over all of these years.The bottom line for me is this...had their tone been less of "you are violating our rules" and more of "we understand this situation and will work with you to resolve it" I would not be leaving. I am not a quick to react negatively kind of person and I think the 8 months I have been dealing with this (and incidentally paying for TWO accounts) is testament to this. Yet, they absolutely do not care about me as a customer enough to evaluate this situation, only parroting to me the information from a policy they literally forced me into by keeping me on substandard servers all of this time.Price is great, I have not had many issues over the years with downtime, but I will say if you primarily offer/run wordpress there are a loooot of tweaks you have to do to run it effectively to be honest. Otherwise, for me at least, measuring the positive and negatives, if I am looking at a company and evaluating them, customer service and their desire to treat me with respect is the most important, and in this aspect, Site5 has completely failed me.

Date of experience: Oct 02, 2020