Hi Peter,

I am sorry to hear about your bad experience.

You have been with us for 7 months, so there must be a reason you choose to continue the horrible service.

We understand your frustration about your websites not working - but please do not blame this on us.

You did not pay in time and your service got suspended/shutdown. When it was unsuspended, your websites were not responding. This would mean that either the webserver was not booted, or the firewall on your server was blocking connections, or quite a few other possibilities. As an unmanaged provider, we can only be of so much help.

You opened a ticket at 19:35 and it was replied at 21:08 telling you that your webserver is denying connections and that you should check why, we do not have access to your server. I am not sure where the "24hours+ later" came from but it would be great if you could at least be honest. You purchased an unmanaged server and are blaming us for not knowing how to fix your own webserver. We never told you to "go point sand" - we were only trying to help.

I hope you change your mind about us. Thank you.

Excuse me? The reason the payment was late is because it was not on auto-payment like most hosting providers set it up. I understand what an unmanaged server is. The problem is that when I paid and the service was turned back on, the server wasn't working. Why would the configuration be different? I didn't touch it. You guys suspended it and then it wasn't working anymore. It's YOUR responsibility to fix it. You touched it. You messed it up. Thanks for the condescending messages. Just another showing of your horrible customer service.

Hi there - similar to most hosting providers, we also present the option of automatic and one-time payments on the invoice. You chose one-time, and that was how it was setup. We apologize if there was any confusion in this.

Your invoice was generated and sent to you 14 days before the due date. A payment reminder, an overdue reminder, and a second overdue reminder was sent, before the service was suspended for non-payment. We can only do so much in case we do not receive payment.

As our services are unmanaged, we expect the clients to be able to handle OS and configuration related issues. If your server has a misconfigured webserver, there is not much we can do to fix it from the outside.

Update. Let me preface this by saying that HostHatch is correct in that they replied to my original ticket sooner than 24 hours that I claimed. It was 2 hours. It just felt like a very long time because they offered no help. I was simply told to check the logs. And that is what I consider being told to "go pound sand." Hope that clears that up for you HostHatch. Now for the update:

After Hosthatch saw this review, they began berating me via their support system. I was sent long diatribes demanding that I explain myself via their ticket system. Ending in them threatening to delete all of my data. luckily I got a chance to transfer everything to Inmotionhosting who, so far, have been incredibly helpful with both online chat and a phone call to get an extra IP address. In my opinion HostHatch are incredibly condescending and offer terrible customer support. In regards to their claim that I don't know what an "unmanaged VPS" is. I do. I had an unmanaged VPS for several years at Interserver. The difference is that Interserver was more than happy to check it out if the server suddenly stopped working. Especially if I hadn't touched it and it suddenly stopped working.

Skip the headaches and use someone other than these guys.

We asked Peter to clarify where things mentioned in the review took place, in a completely friendly tone. The complete review was a lie - sad to say, and the customer indirectly admitted it after being asked about it several times by saying "I was frustrated".

The customer replied "you are condescending to me" -- offering no evidence of what was written in the review, when we tried to figure out where the things mentioned in the review happened so we could offer our help. We asked again, and again, and again, with similar responses from him. At one point, Peter admitted that he wrote it because he was "frustrated" and to "give him a call to resolve this" (i,e indirectly admitting that the review was not real). We obviously refused as we wanted everything in writing, given that he lied on a public forum about things that never took place in reality. An unrecorded phone call would mean he could accuse us of even more things and we wouldn't even be able to defend ourselves.

Please understand the whole issue started when Peter did not pay his invoice even after it was overdue and multiple reminders being sent, which resulted in his server getting suspended. We did not cause the issue but we were blamed for it, and the whole review (made up of things which never happened) was written because we told Peter that we do not have access to his server as an unmanaged provider and he needs to check his webserver configuration to see why it's denying connections. He got 'frustrated' and decided to bash us with a completely made up review, even though we were only trying to be helpful.

Another unfortunate untrue line here by Peter is that we "threatened to delete all data". We asked Peter to either provide evidence for the things he wrote in his review so we could help him, or admit that he wrote a completely false review (which he had already done indirectly before) or he could move to another provider, since he was clearly so unhappy with us. A full refund would be provided in the last case.

I think everyone would agree that no provider would accept a customer who goes on public forums with completely false reviews. As you may have noticed in his responses here too - he does not really answer any questions and only makes blanket statements such as "they are bad, they are condescending, they are the worst, etc." while offering no evidence.

It is very unfortunate that customers cost small companies like us time and money. I wish him and whichever company he chooses next the best of luck - because people who have a habit of making up things do not really do it once.

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