RackNerdReviews of racknerd.com

Response from RackNerdOct 25, 2025

Hi Ragna, It appears this review is a repost of what you had previously submitted on Trustpilot -- the original, dated May 29, was deleted along with our detailed response. While we respect your right to share feedback, reposting in this way to push it back to the top and remove our reply doesn’t present the full context. To clarify, our abuse team is fully staffed and actively reviews all reports submitted to reportabuse[@]racknerd[.]com. As is standard practice across the industry, abuse complaints are relayed to the respective end-user, who is required to take corrective action within a set timeframe. We also understand that at times, end-users of end-users may be involved (as we also host a lot of resellers, and hosting providers too). Therefore, we typically allow up to 72 hours for customers to respond to abuse complaints. We operate a very large network with hundreds of thousands of customers worldwide, and while no provider is completely immune to occasional bad actors, we take pride in maintaining a clean network and keeping abuse levels low. When properly documented reports are submitted, our team responds swiftly and follows due process to ensure each matter is handled fairly and appropriately. If you have specific cases you’d like re-reviewed, we encourage you to forward the details to us, and our team will gladly investigate further.

Response from RackNerdOct 3, 2025

Hi fozzybear, Thanks for taking the time to leave feedback. To be fully transparent, the verification flow you ran into is very rare — only about 1 in 500 new sign-ups might trigger Stripe’s risk engine in a way that causes us to request ID verification (for example, if Stripe thinks a payment is extremely high risk or has a high chance of being fraudulent). This is driven entirely by the payment processor’s fraud checks, not something we decide arbitrarily. If you want to avoid the Stripe Identity flow completely, alternatives such as cryptocurrency or Alipay do not go through the same Stripe Identity verification, as they utilize different processors. That said, when verification is required, we do our best to be reasonable — we’re always willing to work with customers, including refunds, or even service extensions/unsuspensions if more time is needed, as we did here. If you’d prefer to discuss another verification method you’re more comfortable with, email me directly at dustin[@]racknerd[.]com and we’ll sort it out. P.S. Just to add, we don’t handle or store the verification ourselves — Stripe Identity handles that. All we receive is a simple pass/fail result via API, and that’s the only thing we look at. We’re in the hosting business, not the ID business :) Thank you, Dustin B. Cisneros CEO, RackNerd

Response from RackNerdMay 22, 2025

Hi Atu — Thank You for allowing us the opportunity to be your provider for nearly 2 years. We sincerely apologize that your experience hasn't been what it should be, as we're quite known for providing services that deliver performance at all times. Unfortunately, I was unable to find any records of an "Atu Shar" in our client list, however, I will address your concerns to the best of my ability, from a generic standpoint. In regards to your concerns about VPS performance, I first want to clarify that based on what you're saying, it appears that you purchased a VPS service with us, and by default our VPS are delivered as a fresh/new environment, with full root access. With our KVM VPS services being "unmanaged", unlike shared hosting where we would typically manage the software environment, the performance of websites hosted on your VPS (including WooCommerce sites) depends heavily on your OS and software related configurations, optimization of your software stack, etc. Many of our customers successfully run multiple high-traffic WooCommerce stores on our infrastructure without issue. To point you towards the right direction, typically clients prioritizing fast website load times run on either Nginx or OpenLitespeed (instead of Apache), and on top of that put websites behind a CDN like Cloudflare. Additionally, make sure your website does not have any plugins running unoptimized sql queries.​​​​​​​​​​​​​​​​ Regarding your comment about support revolving around "invoicing" - this is actually quite contrary to how we operate, so we'd be interested in taking a look at the ticket ID if you could please share it with us. Our staff are on salary, without any commissions or incentives tied to upselling. I've attempted to locate your account but couldn't find an active client account under your name, so without yet looking at the ticket, my guess is that add-ons were only discussed because you had inquired about additional resources at some point? We don't proactively push upgrades on customers, as that's simply not how our team operates or is evaluated. It's also important to remember that with unmanaged VPS services, we don't have visibility into your OS or software environments, nor do we have access unless explicitly granted. So when presented with broad/generic statements like "my website is slow" without specific technical details (especially on an unmanaged VPS service), our support team has limited ability to troubleshoot effectively, as the issue could stem from numerous different configurations within your environment.​​​​​​​​​​​​​​​​ In any case, we genuinely value your business and feedback. Customer satisfaction has always been the cornerstone of RackNerd's operations. If you're willing to give us an opportunity to address your concerns, please reach out directly to bizdev[@]racknerd[.]com. We would be happy to help and go above and beyond wherever possible. Once we can locate your account, we would be more than willing to thoroughly review your account details, and find a proper resolution for any outstanding concerns. We’re committed to finding a way to make things right, and sincerely look forward to hearing from you.​​​​​​​​​​​​​​​​

Response from RackNerdJan 17, 2025

Hi Sweet Dream -- I noticed this appears to be a repost of your previous review. As mentioned in our earlier response, we've been unable to locate your account with the name provided on Trustpilot, and our attempt to reach you through Trustpilot's reviewer contact feature was unsuccessful. To clarify, RackNerd provides VPS, web hosting, and other IaaS related services, not VPN services. While a VPS can technically be configured as a VPN if desired, these are two very different products - and we do not offer VPN "as a service" per say. This distinction makes me wonder if you might have obtained service through one of our resellers, or perhaps another provider operating within our network. If you're certain you had direct service with RackNerd, we encourage you to reach out to bizdev[@]racknerd.com so we can properly investigate. As an Inc. 5000 company, RackNerd has established itself by delivering exceptional performance and support. Our platform consistently maintains high CPU performance and I/O throughput, powering numerous production and mission-critical deployments. Your described experience is quite contrary to what we're known for, which further suggests you might be working with a reseller or VAR who maintains their own servers within our network. If you are a direct RackNerd customer, we genuinely want to hear from you to identify your service and address any concerns. We remain committed to ensuring all our customers receive the high level of performance our platform is known for. Looking forward to connecting with you and resolving any issues you may be experiencing.

Response from RackNerdSep 9, 2024

Hi Tom -- while we certainly do not welcome or condone spammers, we agree with your stance that you mentioned on the other forum, that UCEPROTECT can be quite difficult to work with. With 16+ years of industry experience, I've personally seen how their operations often involve what could be viewed as extortion of individuals and providers through paid delistings. We have also checked your specific VPS IP address, and can confirm it's not listed on UCEPROTECT's L1 or L2 lists (only on L3). That said, from a real world perspective it's important to keep in mind that major email providers such as Gmail, Hotmail/Outlook, etc don't utilize UCEPROTECT's data, meaning emails to these services should be unaffected. Furthermore, many smaller email services that do use UCEPROTECT, typically don't implement the Level 3 list per say, due to its overly aggressive nature which is widely understood within the industry. While we actively communicate with our upstream to address the L3 situation, we want to reassure you that for the vast majority of email recipients, your server's mail delivery should still remain unimpacted. This is not to make excuses and not us trying to diminish your concerns (in fact, we actually share in your frustration), but rather us just wanting to share a full picture overview/context for full transparency. We are committed to maintaining open communication wherever possible. For IPs under our direct control, we manage abuse and don't condone it. We lease some IPs from upstream providers, which limits our control at the ASN level, but we maintain a clean network for IPs within our control. Given our size and scale, we've maintained a good track record without major abuse issues. It's worth noting that for our shared and reseller hosting services, we also utilize MailBaby for outbound mail relay to ensure optimal outbound email deliverability. We're committed to continuous improvement and value customer feedback. We'd like to address your concerns and explore solutions. Please email us at [email protected]. We could potentially relocate your services to another of our datacenter locations, as we work with various upstream providers and have network diversity available. Thank You again for bringing these concerns to light and it is our hope that we can find a satisfactory outcome together.

Response from RackNerdApr 4, 2024

Hello, We searched for both your first and last name (in both directions/variations) and was unable to locate your client account in our system. Additionally, our efforts to reach you via the TrustPilot platform over the past week was not successful (no response/info provided from you). Nonetheless this does not sound like the norm, or the standard of service we provide here at RackNerd. We provide true 24x7 support, with an average support ticket response time of 10 minutes. Sometimes the more complex/advanced tickets may take a bit longer, but generally our team does work quite fast/efficiently (as much as humanly possible at least). Please email us at bizdev[@]racknerd[.]com to discuss this matter further. We look forward to hearing back from you.

Response from RackNerdMar 16, 2024

Hi Will, We understand the significant impact that any service disruption can have on our clients. To clarify, the suspension of your VPS (keyword here being suspension, not termination) was due to excessive outbound bruteforce attacks originating from your VM. RackNerd is always happy to work with our customers on resolving abuse cases (we understand that unintentional issues can and will happen in the world of IT, and at times, there are also end-users, or perhaps even end-users of end-users involved), and as such in most cases, we do not interrupt service unless absolutely, absolutely necessary. In this case, we have relayed multiple abuse reports to you over the course of a few weeks prior to suspending service, and all you have done is respond to those abuse reports with one-liner messages essentially saying “all is good” and “nothing is wrong” when in fact, you have not resolved the issue, and the outbound attacks continue to originate from your VM on a daily basis. For example, on abuseipdb.com your VPS IP address has been reported for initiating outbound bruteforce attacks 659 times in a three week timeframe - and the confidence of abuse shown there is 100%. These are real outbound attacks, typically indicative of either a) a bad actor or b) a compromised VM - *not* as a result of any false abuse reports submitted by a competitor or anything of that nature. In your case, we are confident this reflects a security breach within your environment (compromised VM), especially given the uncertainty on your end surrounding how or why these incidents occurred. As you have an unmanaged VPS service with us, we do not hold or maintain root access to your VM, and all systems administration related tasks are handled by you. With any unmanaged VPS service (whether that be with us, or any other provider), you are responsible for taking the appropriate security measures within your VPS. As a basic guide, these measures include, but are not limited to, utilizing a secure root password, employing a custom SSH port, setting up firewall rules, ensuring that all applications and related services are up to date, etc. You also mentioned in your review that you have “no way to get your data or backups off your server”. That is not the case. We also want to make it 100% clear that we are not holding your data hostage by any means. As mentioned earlier, your VPS is only in a suspended state (not terminated). Suspension, in other words, simply means the instance is temporarily paused. Your data is still available, and we are currently awaiting your response via your support ticket (Ticket #IS56068) to confirm a suitable time to unsuspend your VPS. This would allow you to access and retrieve your data, following which, an OS reinstall will be necessary. Considering the compromised state of your VM, a reinstall is essential to eliminate any existing vulnerabilities within your environment. Post-reinstall, we strongly recommend implementing the aforementioned security measures to prevent any future incidents. Thank you for your understanding, and we look forward to your response in the support ticket. We will be available 24x7 ready to assist you.

Response from RackNerdNov 10, 2023

Thank You for your feedback. We truly value any and all feedback, though to be transparent I must say that your experience seems unusual when compared to the high standards we set for our services, which is reflected in our consistently positive reviews and strong reputation. We're not dismissing your concerns, but we are keen to understand more about each specific issue you've encountered, along with examples, to address them appropriately. As for renewals, we’re transparent/fair in this area, and provide options for cancellation at any time in your client area. We don’t lock customers into contracts. If you’re running into IP or hardware issues, we have robust support measures in place to address these concerns (just open a support ticket), our support availability is 24x7 with average 10 minute response times. If you’d like to discuss further, please reach out to us at [email protected].