They seem aggressive and angry.
I'd advise potential customers to read some of their bizarre posts on their website before signing up, just so you know what you're getting involved with.
They make the illogical assumption that the only reason anyone would ask for a refund or be forced to issue a chargeback is because they wanted to test the service. That's very odd.
There's also no way to contact them to ask a question before signing up and paying. The only way to contact them is after you pay - that's another red flag, especially for a company that provides email services. You'd think they'd have a contact email address themselves.
Edit: You can see from their reply to my previous review that they are very hostile, angry and aggressive - plus rage issues and a lot of nastiness.
They also offer no reason why there is no way to ask a pre-sales question. I wonder why they are so angry?
Response from MXrouteJan 16, 2022
We do not accept presales inquiries because they have a low rate of return and we are a low cost service that refuses to pass on unnecessary cost to our customers. The person who wrote this review is not a customer of MXroute, has never been a customer of MXroute, and is spamming this review against TrustPilot's policy (it was already removed once).
While the user claims that we are angry, the user almost exclusively writes bad reviews and cares so deeply about not being able to make a presales inquiry that they are really invested in making sure their bad reviews of services they haven't used stay up. Someone indeed does seem aggressive and angry, but it isn't us.
RO
Roger
They might delete your account if you raise a billing issue.
Email hosting was good, but their customer service is awful.
They bill once ever two years, and I accidentally double paid. I asked for a refund on one payment and was met with an auto-responder that they did not do refunds. So, after waiting two and a half weeks for an additional response, I escalated and opened a paypal dispute to get one of the payments back.
MXRoute responded by refunding all of my money and deleted my account without warning.
Rather than working to resolve the issue, they banned my email account from contacting them on their entire platform.
"550 Messages from you are no longer accepted on the MXroute platform"
If you run a business or website, how many people can't reach out to you because the owner had a petty disagreement with someone?
I would not trust any hosting with a company that behaves in this manner.
In my case I hosted a few legacy email addresses there that had little to no value. However, if you're in a situation where you run a business and need your email to work, look elsewhere. This company has the risk of permanently deleting your email and harming your business irreversibly - simply for raising an issue about billing.
EDIT: See their response below. I have no dispute with their timelines, but they're showing exactly the kind of company they are, that they would rather libelously slander (accusing me of comitting fraud, being malicious, and using social engineering, and trying to damage my reputation as a customer by reporting me to FraudRecord) and defame my character than resolve what was a simple billing misunderstanding.
Response from MXrouteMar 1, 2021
Roger had been a customer since February 10, 2017 on a service which renewed every two years. At time of signup, Roger chose to use a PayPal subscription to instruct PayPal to send us $40 every two years on February 10th. It is important to note that Roger did not give us authorization to pull $40 from his PayPal account, he instead instructed PayPal to send us $40 from his account every two years. This will be key to understanding the interaction.
Our billing software, WHMCS, generates an invoice 14 days prior to due date and sends out emails to notify customers that it has done so. This will give them time to evaluate their payment method, the amount due, and warn them of the upcoming bill. At the top of the invoice email sent to Roger on January 27 were these two paragraphs:
"You currently have a PayPal subscription active with us. You do not need to manually pay this invoice unless there is a problem with your PayPal account that prevents it from automatically sending us the payment. For you, the only reason for this email is that our billing software is not smart enough to not send this email out. If you pay this invoice manually and ignore this message, don't be surprised that your PayPal account pays us again later. A PayPal subscription is not an agreement to allow us to deduct money from your account. A PayPal subscription is an instruction from you to PayPal, instructing them to actively send money to us on the specified date. We can't skip a payment on your behalf because you paid it manually, that's not how this works. For some reason, an oddly significant number of customers don't understand this and get rude with us about it later. This is why we no longer allow new PayPal subscriptions.
To be clear, if you pay this invoice twice we DID NOT double charge you. You double paid us. We didn't initiate anything but an invoice. We're excessively tired of being accused of wrongdoing on this every week of the year despite allowing no new PayPal subscriptions for several years. We're on the verge of cancelling all legacy PayPal subscriptions over it. We're happy to refund your mistake, but will cancel your service if you threaten a dispute due to your mistake."
As you can tell from the wording, though we've disabled new PayPal subscriptions long ago, legacy customers on those old subscriptions regularly return to us and make accusations against us due to their incompetence on the matter. However, no amount of these interactions justify cancelling all PayPal subscriptions and punishing the thousands of customers that do not do this each year, so we instead opt for strong language that is only sent to these specific customers in these invoice emails.
On February 3rd, our billing software sent out another automated notification to warn of the upcoming bill. Near the top of that email was this text:
"You currently have a PayPal subscription active with us. You do not need to manually pay this invoice unless there is a problem with your PayPal account that prevents it from automatically sending us the payment."
On that day, February 3rd, Roger sent us a manual payment of $40 to pay this invoice. Later, on February 10th, as expected Roger's PayPal account automatically sent us another $40 to pay this invoice. We did not collect it, PayPal sent it to us.
On February 11th, Roger emailed us stating that he had mistakenly double paid for the invoice, and asked for a refund. Part of how we maintain low cost is by automating repeat requests, and so he received this message as an auto reply to the email:
"This reply is automated due to your message containing the word "refund." If this reply is not relevant to your request, please reply back and let me know. As previously indicated we do not offer refunds. You can read more about that here: https://mxroute.com/why-dont-you-offer-refunds/"
Instead of reading "please reply back and let me know" he then replied "Ok, I will open a dispute with Paypal as you've double billed me" on March 1st and immediately opened a PayPal dispute, accusing us of double charging him.
Unfortunately, it seems that Roger has a significant deficiency in regards to reading. While we are sympathetic to Roger's deficiency, he has indicated some ability to read (note his words: "was met with an auto-responder that they did not do refunds") which strongly suggests that he is selective about what he wishes to read, and he has chosen to tune out the warning that his service would be cancelled for the dispute, that he did not need to pay the invoice, and that he needed to reply if he needed further assistance after receiving the auto response. While we don't expect Roger to be able to read our response here, we do hope that anyone considering doing business with us will. As Roger said, "if you're in a situation where you run a business and need your email to work" you should definitely not sign up for a service and then ignore every single thing they say to you afterward, and then follow up with an accusation against them filed with their payment processor.
More likely than the assumption that Roger is incompetent, is that this was a malicious attempt at social engineering a full refund and service cancellation despite our no refunds policy. We did refund Roger both $40 payments. However, we feel that there must be some penalty for abusing a social engineering method, and as a result have reported Roger to FraudRecord and blocked him from our entire platform.
As far as their later edits go, including accusations that we are trying to damage their reputation, it might do them well to remember that this message is a response to a review they made, which they are free to remove at any time. If they desire for our future customers to be aware of these events, we desire the comment spot under it.
NI
Niclas
Wanted to delete my account - couldn't
I just asked the owner to delete my customer account as I no longer use the service. Now my emails to support are being rejected with the comment that I can only contact them through their legal representative. Thats weird.
Response from MXrouteDec 21, 2020
Sadly Mr. Niclas demanded that we scrub important financial records prior to filing tax returns, threatened legal action if we did not, and then attempted to sabotage our data by redacting his account information which resulted in a complete and permanent ban from all of our services. All this justified by the citation of laws which do not extend to the United States or the state of Texas, which are the relevant governing authorities over MXroute LLC.
If Niclas wishes to take this any further, it will be through our lawyers. This will be our final comment on the matter.
HL
Hans L.
MXRoute is scam
My advice, stay away from MXRoute. They offer a good discount and price for 2 years subscription but after a few months, they will cancel your account without a clear reason and without refund the remaining period. Check their refund policy it is a scam
Response from MXrouteOct 20, 2019
This review has been made in bad faith, and we would like to provide the other side of the story.
We had been providing service to this customer since May of 2017. They had renewed their service once (paying two invoices total). On the day of this review they were sent this email at 06:25 CDT:
"Your account has been terminated for actively and intentionally engaging in the sending of unsolicited marketing emails. This is not a mistake and the information has been verified fully, there will be no exceptions."
To follow up with their claim of no reason being provided, we verified that Google (the provider for the email address they used to sign up for our service) accepted our email to them and provided this code in return as proof of delivery:
"250 2.0.0 OK 1570616749 l67si679249ybf.326 - gsmtp"
What occurred here is that the customer sent 1,481 emails within one hour to a large list of recipients, a great number of which were invalid email addresses. The subject of this email advertised a product that they were actively marketing on their company Facebook page, which indicated that this was intentional and not a compromised email account. That proves both intent and the lack of a valid opt-in procedure. It is then a confirmed fact that the customer sent bulk unsolicited marketing emails, as consent could not have been confirmed by the invalid recipients. We have never been shy about letting our customers know that this is forbidden as it damages the quality of our service for the rest of our customers, and cost us a great deal to mitigate. All logs of this event have been archived as evidence.
GJ
GJ
Poor Customer Support Practice
I have purchased their 3 year email hosting but had some trouble setting it up on my end since it was my first time setting up. I could not resolve it myself for a day, then went to contact support but their Submit Support ticket button has redirected to knowledgebase section (and to the forum). This was a time sensitive task for me so I wanted to be up and running as soon as possible and I was able to with another service that had more documentation. I went ahead and cancelled the service thinking I would be refunded (it literally was 2 days without any usage of service). To my surprise, I got nothing - no service and no money back at all. Nowadays, companies don't make it difficult for a customer that didn't use their service but mxroute seems to make it impossible and fights just to keep the money(which is not theirs because I did not cause any operating expenses by setting up an account and not sending any emails!).
Response from MXrouteOct 1, 2019
While we welcome feedback and reviews, we've gone out of our way to make it clear on the front page of our website that we offer limited and community-based support. We are actually able to offer very fast support using the methods outlined on our help page, thanks to this system we have in place. If this and the no refunds policy (manually agreed to at signup) are not read, we're a bit limited in the path forward. There may, ultimately, be no way to not upset someone who doesn't read what we're selling, and expects us to pay transaction fees for their time.
AG
Alfredo G.
Service is horrible
Service is horrible. They cancelled one of my client's accounts because a single email got hacked and started to send emails... It was literally as easy as changing passwords and issue would've been solved, but they just sent them an email that the service was going to be suspended, no warning, just instantly no more emails and everything was lost.
Changed provider to another cPanel solution and never had that problem again. This was almost a year ago.
EDIT because of the reply: A refund does not get my client back. Polite or not, you stopped the service with no warning and they lost days of business with no email while I setup another provider for them. Went with a more reliable provider and never had issues again... Curious enough, the "compromised password" and email spam suddenly stopped too. Next time, you can maybe block the specific email account that was compromised instead of just cancelling the whole email service for the organization without notice...
Response from MXrouteApr 1, 2019
Customer continually had their email password compromised on their side, proceeded to send tens of thousands of spam emails through multiple events. This cost us a great deal of money in operating costs, and it was apparent that the customer was not going to be able to resolve the underlying issue. We politely explained that we could not host that particular domain and provided Alfredo with a backup of his data, as well as a generous refund.
GK
Guy K.
Sudden termination of account after following up a billing issue
Due to making a payment twice (wanting to update billing details: it was not clear that manual payment must not be done otherwise automatic billing will still bill you) I attempted to make a support case with MXRoute.
This seems a fairly reasonable support issue that can be resolved with a single refund.
After 11 days of no reply I decided to follow this up on twitter which resulted in a debate blaming me for the issue, and when asking if a PayPal dispute for the (note: duplicate) payment was best, my account was terminated immediately with no notice, leaving me with no access to past emails.
Mxroute will call this ‘threatening chargeback’ and ‘parting with a customer’ but this is no way to professionally conduct business and abruptly terminate accounts at will.
Beware when using this service or relying in any way on having access to your data.
Response from MXrouteFeb 1, 2019
Emails sent to the customer clearly explained that invoice notices should not be followed with manual payment when they have previously configured their PayPal account to actively send us money on each due date. While user error is understandable and does occur, threatening chargeback to escalate a user error that does not impact service functionality created a scenario in which we would prefer to no longer do business with Guy. His payments were refunded in full.
ME
Melo
Abrupt cancellation of service for "opening two support tickets" and 2 days downtime within two months
You really do get what you pay for. I was a fool for buying budget email hosting for my business, I should have known better.
Long story short, for the second time in two months my outbound mail stops working for no reason. First time solved in an acceptable time after 12 hours of no email, second time I didn't even get a reply to my support ticket for over a day.
So I opened the old ticket that had the same issue a month earlier, with the hopes it would get their attention better as i needed my email urgently. I was waiting for a few hours till 1 am and finally just went to bed, when I woke up I learned my account was cancelled because I opened two tickets!
This is mind blowing!?!?! How can they just destroy someones business for the day like that without any fair warning!
It's my fault in the end though for trusting some random guy with my email. I should have known better and paid a little more for the security that a real company offers with it. Not some 1 man show that can do what he wants at will when he's having a bad day...
Anyhow, I hope my experience helps someone from making the same mistake I did. If you rely on email for business just pay a few more bucks and go with a big name like Rackspace, Zoho, Fastmail, Gsuite, etc.
EDIT: In response to MXROUTE staff below: I didn't "flood" your system, I simply opened two tickets, one of which was linked to an old ticket with a similar issue, with the hopes I would get support faster as I was out of email for way too long as a business.
If two emails is "flooding" you could have said so and I wouldn't have done it again. Instead, you took it personally for whatever reason and just canceled my email without warning, and with no access at all to it.
Your comment about taking away from other customers is a pretty far stretch. If me opening two emails equals that then you got far more issues than me opening 2 emails... Esp considering all the time you took to respond afterwards in Reddit and here... Yeah, your customers must be suffering pretty bad.
Response from MXrouteSep 7, 2018
Thanks for sharing your experience with our service. There is some truth here but also much assumption. It is a strictly business decision to part ways with a customer who would try to flood our ticket system to get attention. This does not reduce the time it takes to answer questions, it only adds to the time that someone else has to wait for an answer. Because we consider all of our customers to be equal, none are granted the ability to take away from another.
