MonsterMegs Web HostingReviews of monstermegs.com

Response from MonsterMegs Web HostingJun 16, 2020

Ed, We are sorry to see you go! We are quite surprised by this review and our score of our service. As stated in your review, in the last 4 years we have provided your a solid service with nothing but polite ticket responses, stellar uptime, and a stable hosting environment. There are a couple things we must address in this review as we feel it does not tell the whole story. Last week Ed submitted a ticket asking why his service was labeled as terminated and his hosting account was no longer active. After looking at his account we found that the account was over 30 days past due and as per our TOS, the service was terminated. This snippet below is from our Terms of Service: "Accounts that are 30 days past due will be automatically deleted from our servers, if you wish to activate an account over 30 days past due, there will be a $25.00 fee to restore your account from backups (if available). Any special pricing you had on your old account will not transfer to the new account, all new accounts will pay current prices on our website." Now this is pretty much a standard entry for every web host, that after 30 days of non-payment, the account is terminated. Most web hosts do not even provide 30 days, but we understand that things happen and invoices can be missed. We believe 30 days is plenty of time for a customer to remit payment ans keep their account current. So now back to the ticket from Ed. Asking why his account was terminated, we pointed out the same snippet from our Terms of Service and explained what had happened. We stated that since he was a long term customer we would waived the second part of that term that states, "Any special pricing you had on your old account will not transfer to the new account, all new accounts will pay current prices on our website." The customer was on a previous pricing scheme and also had a 20% recurring coupon. So we offered for the customer to keep the same discounted pricing that they had for the last 4 years, but we would have to keep the $25 restore fee for restoring the customer account from backups. Ed asked that we also waive the $25 restore fee and we stated we could not waive that fee, as it takes time to manually restore the backup of his account. Keeping the discounted pricing and paying the $25 restore fee would actually be the cheapest option in the long run. So Ed responded and stated he understood and agreed to pay the restore fee. He also added that he would like a backup of all his data email to him, basically stating he was moving to another provider. As the site was over a 1GB, that would not be possible, but we stated we would restore his backup and open his site for 24 hours, so he could grab his data. We also gave instructions on how he could generate a full backup in cPanel. We received one more response from Ed the next day, asking if we could keep the site open for another 3 days. We had to deny this request and stated that if they needed any time over the 24 hours, that they would have have to pay the invoice for the current months service. Keep in mind that no payment was submitted for this current month of service. This is a business and we do have to draw the line some where. After the 24 hours, the service was again terminated and we had verified before doing this, that Ed had generated a full cpanel backup and saw their site was already pointing at their new hosting provider with data intact. Looking back over this, we feel we did try to compromise with Ed on the pricing to get their site back online, although he feels we are just worried about our bottom dollar. If that was the case, we would not have offered to let him keep the discounted pricing and we would have forced him to pay the current months invoice to get access to his data. In the end, we wish Ed nothing but the best in the future. :)

Response from MonsterMegs Web HostingMar 11, 2020

We are sorry you had a bad experience, but unfortunately we were unable to continue your service after further review of your order and our gut feeling to part ways. Your order was cancelled and fully refunded within 1 hour from the time you placed the order. We informed this customer in 2 separate tickets that we did not feel it was in our best interest to proceed with your order/account. Even though we informed them by these 2 tickets, they continued to flood our emails, Twitter, and Linkedin accounts with messages. In the end, we had no choice but to block this individual on all media platforms as their messages would not stop. I think the way they worded their review gives all the clues you need as to why we decided not to proceed with the order.

Response from MonsterMegs Web HostingJan 15, 2020

I understand your frustration and we have talked about this over support ticket. At anytime you were welcome to migrate to a single cpanel multi-domain option (our standard web hosting plans). If you could have requested to us that you would rather migrate to shared hosting account, we could have worked this out with you. It is not an easy process unfortunately, as cPanel does not offer a simple way to migrate multiple cPanel accounts in a single account and it all has to be done manually. If this is something you are still interested in, please feel to reach out to us and we will work out a way to migrate your sites into a single cPanel account. The change to cPanel's account based pricing hit the hosting industry hard, including us. We offered recurring coupons to customers to help with the transition from our reseller legacy plans and even extended the coupon to make sure customers could take advantage to lower the cost of the upgrade. Overall it was a pleasure working with you over the years and we do wish you luck in the future.