- Report: #1137652
Report - Rebuttal - Arbitrate
Complaint Review: Mochahost.com
Mochahost.com 2880 Zanker Rd #203San Jose, California, 95134Tel: 1.888.81.MOCHA (available via callback)Fax: 1.408.351.0116General Inquiries: email@example.com A TOTAL RIPOFF SAN JOSE Internet
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Hello, I am filing a RipOff Report against Mochahost.com, their main office is located in San Jose, CA but you can't get a call back from them. We have many websites and since we were on a shared hosting, one of our website was placed on a blacklist due to the illegal activities others have made, and I am praising God that I got my very first website back after a horrible time trying to find out why we were on it in the first place.
All our websites have no illegal activities, it is information that we share with others such music, medical info, reviews on cell phones, cameras, movies, etc. So, after this we started looking at different hosting companies, and we decided on VPS Hosting, we checked out a lot of reviews and the only review that we found about Mochahost.com that was remotely bad was back in 2007. So, there were two companies that we signed with.
The reason we chose Mochahost.com and the other company is that they have support 24/7 and both have phone numbers and I called them a few times to make sure these numbers work. On March 30, 2014, we signed with both, GreenGeeks.com (they rock) and Mochahost.com. We were told that it would take about 12 hours to get VPS setup and 24 hours at the most, which was totally fine with us.
The other company gave us 24-48 hours but that was acceptable as well. We were not in any rush because we still have time because we had 2 other paid hosting companies we were using. Although, one expired we transferred all our domains to the one that still had plenty of time before expiration. So, I also talked with the Mochahost Chat Support sales and they seemed to answer all my questions, but we had no idea of other questions to ask, so I asked them to explain how it worked.
Simply, I was told that Managed VPS would be set up in 12 - 24 hours, and they can migrate our domains, but we had no intentions of having them migrate the account because the other company was going to do that, and we would just transfer our domains when the other one completes to avoid confusing situations.
It was a Sunday, when signed with them and the other company, the other company contacted us on March 31, to let us know that VPS was set up and letting us know what we needed which was a cpanel, and that we decided to get on our own. The other company had our service set up in 1 day and within 2 days, all our 25 domains were backed up and migrated, and by the 1st of April, we were already using it.
Mochahost.com on the other hand contacted us on March 30, 2014, letting us know the status and it states: that we would soon receive our log in info, and once they have completed the VPS set up, we would be able to use it, and it could take up to about 24 hours, and we had no issue with this.
On March 30, we received our IP address, and I noticed they had only given us one but I would ask about that after the set up was complete. We did not want to complicate anything. The service we signed for was their Perfetto 2, which includes 2 private IP Addresses. More information about the set up and status and log in information, was being sent to me.
On the same day, we were told it was complete and when we checked it out, it had no cpanel. Just before signing up with them, I had chatted with a girl name Jenny in Sales and she said that we had the standard cpanel, therefore we did not have to get the $5 a month extra premium cpanel.
Well, during this time we noticed that the cpanel they offered was NO GOOD, it truly had nothing in it, so I contacted chat support once again and asked how I could do an add-on in the account, and immediately they sent me an invoice and I paid it, and I received an Email saying the cpanel was already added on the account. It was not added, we had to go into chat support again and the support person said he already added it, and it should be working.
So, that's one problem solved. The next one, I had contacted them if it would be possible to change the nameserver to another name, because we did not want to use the same domain name for both companies. I was told that this would be no problem, as it is only an account name, and that they could change it. So, I provided them the name of the domain we wanted to use. I had informed them that if this was not possible, it was ok. They reassured me that it is not a problem.
However, during this time we were told that the VPS was active, and we were still unable to use it, even after the cpanel was purchased. On top of that, I receive an invoice from them, and I thought that they were sending it so it is ready for the end of the month when I have to make a payment.
On March 31, 2014, we were told that the nameserver was changed and that we would be able to use it. We were not, and we were back and forth with them, and when they got one issue fix, another issue arises, and we are constantly being told that it was fixed. It never was.
We must have had about 50 chat support/ticket submission, and I truly wished I was able to keep them all. I have enough to show they are a RIP-OFF! We were told to change our domains to private domains, and we did and it still did not work. It was back and forth, until we gave them the final chance, and we have decided this was such a stressful situation and that we should not be going through this. From the time the original set up began, the DNS never changed. I thought maybe because we had used the same domain, and it was my fault, but they reassured me that it would be no problem.
On April 1, we advised tech support that we have decided to cancel the account, because at that point the chat support people were no longer friendly, and no longer wish to speak with us. One girl, was focused on telling me that we never responded to a ticket and that is why there was a hold on the progress. When the ticket clearly stated that if "we want to find out status or reply to the ticket", it was a choice.
It did not say "you must reply to this ticket". She disconnected chat from me before I can paste it, it was another hour of time wasted and the next support, Daniel, was telling me I needed to do a ticket for the concern, but I did let him know that Jenny was too busy focusing on one thing at the bottom or an email than addressing my question. He was not too concern as well.
I am glad I have saved some of the chat support conversations because I plan to take this to the district attorney, these people are scammers.
On April 2, 2014, we received another email stating that the DNS has been tested and working, and we repeatedly tried to no avail. The service was unusable. I gave them an additional day before actually proceeding with the cancellation. I, then received information from billing that I had to go into a link they provided below the email to cancel and request a refund, and it would take 5 business days for this complete but the cancelation date would be at the date when I request the cancelation.
As things progressed, I became very furious as I checked on the status of the cancelation, I was then told that the ticket has not been created, and at this point they were mocking and insulting, therefore, as much as I hated it, I stooped down to their level to make them understand that they were being dense. They started to email me by saying, if i had canceled the day before, then I would have received an email with a ticket, which I did. The same person back and forth in an email with me but does not know what she tells the customer.
I, then submitted another cancelation ticket, and the next email, I was told that I should not submit two cancelation requests because it will become confusing for the other staff members.
As time progress, I became even more angry and I was frustrated to a point when I told them they were harrassing me and with their threats of being blocked for using profanity, such as "dense" and "stupid", she places their Term and Conditions in Section #13, but prior to that I received one for the cancelation procedure Section #11, which then stated refund is from 5-7 days. I replied letting them know I was told 5 business days...
A lot more has happened since then, but I receive another email stating that it would take one week to two weeks for refunds to be processed. I was told prior to that, that when ever the managers got to it. I did however, create another ticket today, advising them that I hope they would be professional enough to keep their word, because they claim to have a 30 days money back guarantee, and 180 days Risk Free.
We never got to use the service at all, including the cpanel that we added on to it... I paid $39.95 for this hosting plan, and $3.73 for the cpanel. With the other company, they provided me information where I can buy a cpanel and we would own the license, and we were able to purchase it for $12 per year, but with MOCHAHOST.COM, they are SCAMMERS! They deliberately rip-off people and give them the run around. They would not even supply the name of the owners of the corporation, as I was told they are not allowed to give that out. I believe their main server is located in Chicago, IL.
The point of the matter is, please DO NOT USE MOCHAHOST.COM. You cannot contact them by phone now, unlike the first few times I called before we got service.
I have submitted the dispute to my credit card company, and if I do not receive my refund at the time they claim, 5-7 days, I am going to report them to the District Attorney's office as I believe they are in it to scam people.
After this ordeal, we realized that those reviews in the net were from Mochahost.com as the host of it, and we found one of their sites stating that most of the bad reports are coming from their competitors and that it should not be believed. I have never seen so many reviews on these people being hosted by them.
************DO NOT USE MOCHAHOST.COM*************** and any other companies they may be "sister companies" of. Please do more research because they hang on to that money as if it was a billion dollars.
I have filed here before but could not locate my password, so I had to re-register. I will definitely be letting you know of these crooks out there.
This report was posted on Ripoff Report on 04/09/2014 06:28 PM and is a permanent record located here: http://www.ripoffreport.com/r/Mochahostcom-/internet/Mochahostcom-2880-Zanker-Rd-203San-Jose-California-95134Tel-188881MOCHA-available-1137652. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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