NameHero.com User Reviews

hat; I'd like to know what we can do to resolve it. I did look for an account under the name 'DeUndrae Sam' but unfortunately wasn't able to find one. If you can please let me know more information about your account, I'd be more than happy to help you out! Thank you!

4,185 websites hosted (https://www.dropbox.com/s/8zr53glf8wmhr5x/Screenshot2019-04-1613.24.42.png?dl=0). Your servers also reside in LiquidWeb's datacenter; alongside NameHero (69.16.255.63 from your primary name server)

This of course was not the domain / company information you used when you registered an account with us; nor was this review posted under the name in our system.

With that said, I find it hard to believe any competing web host can give another web host a review without being biased. I know this is against Trust Pilot's user guidelines (which is why the review was flagged) as well as others out there. This is why you received a certified letter from us asking you to retract your statements.

I couldn't even imagine what companies would say if I went and signed up with their services and started leaving them multiple 1-star reviews under an alias (using multiple accounts) across the Internet [regardless of my experience].

Further, your review complained about our payment policy, "I put in a request for a refund and they said it will take up to 30 DAYS to receive it. Who made up this policy???" but the ironic thing about this, you've copied this same policy directly from NameHero to your website https://Clockbackin.com/payment-policy (https://www.dropbox.com/s/jbnys5gfxdv7z5e/Screenshot2019-04-1421.15.41.png?dl=0).

I also couldn't help but notice, you actually have a link-back to NameHero's Anti Spam Policy on your Terms Of Service page that you failed to remove while copying and pasting https://Clockbackin.com/terms-of-service (https://www.dropbox.com/s/q8sgcwcehataqj5/Screenshot2019-04-1421.21.03.png?dl=0). You obviously saw the policy and liked it enough to use it for your own business.

[ I'm sure all of this is going to be removed pretty quickly but I uploaded the screenshots to https://www.nameherostatus.com/clockin/ ]

With that out of the way, I'm sorry to see you had issues with our service. We strive for 10/10 customer service and support and I value this relationship over anything else we do at NameHero.

* I went through the six phone calls placed to our team and listened to the recordings.

* I also reviewed your ticket and chat history with us.

During this review, I personally do not believe there was any instance where our support representatives were "rude" or "incompetent."

All of the tickets were answered promptly without any response that indicated otherwise (you even rated one of the tickets 5/5 stars). I did see a ticket where you asked help uploading a file, it was completed for you, and when you mentioned issues with it, you failed to reply with credentials so we could investigate further.

I personally find it hard to believe an owner of an established web hosting company, with hundreds of customers, would need help uploading a file. Regardless, we still assisted, but were not provided additional information to help troubleshoot. We would have been happy to do so! If this "messed it up completely" as you stated - why didn't you let us know so we could have fixed it?

Finally, you never reached out to me or asked to speak with upper management before going out to multiple review websites and posting your "negative" experience. I even reached out via your last ticket letting you know we also refunded the $19.95/setup fee and would even refund your domains, but once again, you had no response.

Looking at your [second] Trust Pilot account (https://www.trustpilot.com/users/5c7ec29f8b5c6006649ead4e) this isn't your first go around reviewing other web hosting companies (i.e. your competition). On March 5th 2019, you also gave first 2 host (dot) co (dot) uk a negative review (https://www.trustpilot.com/review/first2host.co.uk) advising people to take their business elsewhere: "They are so rude and it is just sad. Take your business elsewhere please."

In your final public statement towards us you accuse us of "bulling," "harassing," and being "extremely shady." You are of course entitled to have your own opinion, but I can promise you and anyone else out there reading this, I would NEVER write a review about one of our competitors; not even you. That's just not my style.

At this point, I'm not sure what else I can do to rectify this situation, as we've already provided you with a full refund. I guess I can also refund your domain registrations, but as stated this would de-activate them. We also just got new custom t-shirts made for our team; I'd be happy to send one of those to you! Feel free to let me know!

Regardless of everything, you're entitled to your opinion, and I sincerely apologize if you feel that we did not live up to the customer service/satisfaction. I can assure you, we will use this as a learning situation, to continue working on improving each and everyday.

I hate dealing with these issues out in a public forum and wish this all could have been handled a different way. The absolute last thing I wanted to do today is engage in any controversy when I could have been helping our customers. If there is ever anything I can help you wish as you continue to grow your hosting company; feel free to reach out. I wish you nothing but the most of success :).

Best regards,

Ryan, CEO/Founder
NameHero