Surpass Hosting is AWFUL!! Liars and Crooks!!

panther216 · August 5th, 2008, 3:38 PM

By far the worst server company I've ever worked with. Brief history of my experience:

I bought ONE server in the middle of July.

They shut down my server July 29th, with good reason and that's not my complaint. They (a guy named Marc) confirmed that I would never be billed again.

Guess what? August 1st, I get a charge for that same server. I ask them to please refund.

After a few back-and-forth emails, this "Marc" is now trying to convince me that I bought TWO servers from them, and the one that they shut down was not the one I was being charged for. Even though this other server they claim that I own, I've never heard of and have no idea where they got the idea that it's mine. I don't even own the domain that it's associated with.

And as far as the server they "didn't shut down" - they say it's still active even though I haven't been able to ssh into it or even ping it since the date of termination, July 29th.

I wrote him back and told him that the other server isn't mine, and for about the 12th time, asked for a refund or I would be submitting a chargeback. Since that last email (24 hours ago), Surpass has been completely unresponsive to my 2 follow-up emails, and I am now forced to submit a chargeback.

What a TERRIBLE company and I would advise anyone to STAY AWAY!!
Horrible customer service and I hope somebody takes them down someday for completely ripping off their customers.

They are LIARS and CROOKS!

**Dan** · August 5th, 2008, 4:20 PM

Can you post the ticket ID so I can take a look at what's going on?

panther216 · August 5th, 2008, 4:25 PM

Certainly.

#CBX-548704 (original ticket saying my server was terminated and I wouldn't be re-billed)
#KRZ-721406

I've sent 2 responses on the KRZ ticket and haven't received a reply back from Marc since yesterday afternoon.

H · August 5th, 2008, 5:48 PM

So... you're saying Surpass Hosting is run by Richard Nixon?

**Kayla** · August 5th, 2008, 6:50 PM

I think the title is supposed to read: Lovers and Cookies.

In all seriousness, we will fix any mistake because what is said here is nothing which represents what Surpass is truly about.

**removed** · August 5th, 2008, 7:05 PM

I've updated our internal notes on this ticket and moved it back to the proper department. Everything should be taken care of shortly.

**Emmanuel** · August 5th, 2008, 7:26 PM

panther216,

Thanks for reporting this to us, I apologize for the issues, it was a mistake on our part as a different server which was also suspended was canceled in error. I would be happy to call you personally and explain what happen. It was an honest mistake. Please pm me or email me your phone number eman.v

surpasshosting.com

**fury** · August 6th, 2008, 2:50 AM

As angry and nasty most of these posts usually are (and sometimes for good reason, like this one), I think they're good. What's even better is that instead of deleting the posts, the staff responds to them and fixes the issues publicly rather than just brushing it under the rug.

I can understand the frustration of the end users who submit these posts, because in the event of a bill being charged to your credit card mistakenly, it can take days for this charge to go back onto your card, thus putting a hold on your funds.

So, props to the staff for not only fixing the issue, but owning the problem as well.

webhost · August 6th, 2008, 7:58 PM

Sorry to Jump in on this. I do not want to get into a discussion about the circumstances on why you are frustrated but as a surpass customer of many years I have to dispute your claim that they are 'Liars and Crooks'. I have always found Surpass to be a good company - very reputable, reliable, honest and trustworthy.

I am sorry you feel that way. I hope Dan gets your situation sorted here and that whatever caused you to feel this way gets resolved....

I am sure it will be resolved for you.

August 5th, 2008, 3:38 PM	#1 (permalink)
panther216 Registered User Fresh Surpasser Joined in Aug 2008 2 posts Gave thanks: 0 Thanked 0 times	Surpass Hosting is AWFUL!! Liars and Crooks!! By far the worst server company I've ever worked with. Brief history of my experience: I bought ONE server in the middle of July. They shut down my server July 29th, with good reason and that's not my complaint. They (a guy named Marc) confirmed that I would never be billed again. Guess what? August 1st, I get a charge for that same server. I ask them to please refund. After a few back-and-forth emails, this "Marc" is now trying to convince me that I bought TWO servers from them, and the one that they shut down was not the one I was being charged for. Even though this other server they claim that I own, I've never heard of and have no idea where they got the idea that it's mine. I don't even own the domain that it's associated with. And as far as the server they "didn't shut down" - they say it's still active even though I haven't been able to ssh into it or even ping it since the date of termination, July 29th. I wrote him back and told him that the other server isn't mine, and for about the 12th time, asked for a refund or I would be submitting a chargeback. Since that last email (24 hours ago), Surpass has been completely unresponsive to my 2 follow-up emails, and I am now forced to submit a chargeback. What a TERRIBLE company and I would advise anyone to STAY AWAY!! Horrible customer service and I hope somebody takes them down someday for completely ripping off their customers. They are LIARS and CROOKS!

August 5th, 2008, 4:20 PM	#2 (permalink)
Dan Staff of Surpass Super #1 Joined in Apr 2007 2,744 posts Gave thanks: 152 Thanked 184 times	Can you post the ticket ID so I can take a look at what's going on? __________________ D4nz Net - Surpass Help Desk - NES Forever Use the thanks button. It works! AIM: dansorl

August 5th, 2008, 6:50 PM	#5 (permalink)
Kayla Marketing Maven Surpass Staff Joined in May 2003 Lives in Orlando 24,749 posts Gave thanks: 946 Thanked 806 times	I think the title is supposed to read: Lovers and Cookies. In all seriousness, we will fix any mistake because what is said here is nothing which represents what Surpass is truly about. __________________ Follow Surpass on Twitter and Facebook Check out the Surpass Blog

August 5th, 2008, 7:05 PM	#6 (permalink)
removed Surpass Abuse Admin Super #1 Joined in Mar 2005 Lives in Houston, TX Hosted on NONE 7,797 posts Gave thanks: 11 Thanked 278 times	I've updated our internal notes on this ticket and moved it back to the proper department. Everything should be taken care of shortly. __________________ Unofficial IRC Channel: #surpass EFNet Unofficial = No official support. Support requests can be submitted to our helpdesk.

August 5th, 2008, 7:26 PM	#7 (permalink)
Emmanuel CTO, Surpass Hosting Super #1 Joined in Apr 2003 Lives in Florida 1,824 posts Gave thanks: 10 Thanked 134 times	panther216, Thanks for reporting this to us, I apologize for the issues, it was a mistake on our part as a different server which was also suspended was canceled in error. I would be happy to call you personally and explain what happen. It was an honest mistake. Please pm me or email me your phone number eman.v surpasshosting.com __________________ Emmanuel :: Surpass Hosting Network Admin http://www.SurpassHosting.com

August 5th, 2008, 4:25 PM	#3 (permalink)
panther216 Registered User Fresh Surpasser Joined in Aug 2008 2 posts Gave thanks: 0 Thanked 0 times	Certainly. #CBX-548704 (original ticket saying my server was terminated and I wouldn't be re-billed) #KRZ-721406 I've sent 2 responses on the KRZ ticket and haven't received a reply back from Marc since yesterday afternoon.

August 5th, 2008, 5:48 PM	#4 (permalink)
H after g, before i Resident. Joined in Jul 2004 Lives in N,BC,CA 8,086 posts Gave thanks: 48 Thanked 131 times	So... you're saying Surpass Hosting is run by Richard Nixon?

August 6th, 2008, 2:50 AM	#8 (permalink)
fury Surpass Fan Excelling Contributor Joined in Dec 2005 Lives in MN > USA Hosted on pass84 961 posts Gave thanks: 48 Thanked 43 times	As angry and nasty most of these posts usually are (and sometimes for good reason, like this one), I think they're good. What's even better is that instead of deleting the posts, the staff responds to them and fixes the issues publicly rather than just brushing it under the rug. I can understand the frustration of the end users who submit these posts, because in the event of a bill being charged to your credit card mistakenly, it can take days for this charge to go back onto your card, thus putting a hold on your funds. So, props to the staff for not only fixing the issue, but owning the problem as well. __________________ fury™ - not helping the situation since 1987 robmonroe.net \| \| bullsux.com

August 6th, 2008, 7:58 PM	#9 (permalink)
webhost Registered User Seasoned Poster Joined in Feb 2004 71 posts Gave thanks: 12 Thanked 4 times	Liars and Crooks - not my experience Sorry to Jump in on this. I do not want to get into a discussion about the circumstances on why you are frustrated but as a surpass customer of many years I have to dispute your claim that they are 'Liars and Crooks'. I have always found Surpass to be a good company - very reputable, reliable, honest and trustworthy. I am sorry you feel that way. I hope Dan gets your situation sorted here and that whatever caused you to feel this way gets resolved.... I am sure it will be resolved for you.

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