Warning… this is a LONG one, just letting you all know…
Many of you know that I have several websites, including this one, for business and personal projects. I’ve been using the same hosting provider for over the last 2 years. I was also hosting my clients’ sites as well. I recently decided to not provide that service any longer.
I started looking around to see if I was getting a good deal and I realized that I was being over-charged a bit. After having a conversation about website hosting with my friend, Wendy Cooper. She told me that she could give me a great deal on hosting for my 9 (yes 9) sites for $50 a year! (she’ll give you the same deal too email me for the details)
So I decide to go forward with it and begun the horrible fun task of moving all the sites over. Things are going great, everything is moving along. End of story right ?? No!
So since its getting close to the end of the month, I remember how I need to cancel the old host. Better do that quick right?!? I had been hosting with a wahm named Renee Brown and one of her part-time businesses, Mountain Valley Hosting . So I go over to her website to see to how to cancel and I can’t find anything on her site.. no terms of service , no privacy policy, nothing. The only thing I can find an article in her FAQ area of her website that says refers to when payment is due, late fees,etc but nothing about cancelling. In fact part of her site, still has the filler text that came with the template when she bought it.
So I do the next thing, I email her and ask her to cancel my account effective September 1st (this is the 27th of August) . Her site said that payment is due on the 1st so I’m thinking I’m ok abiding the rules and cancelling in advance. Instead of getting the “sorry to see you go” email that I was expecting I get this…
tammy you will need to pay this invoice due to it is already inthe system and i use this yo pay the main hosting then i can set it to cancel
I do billing for my clients all the time and I can take an invoice out of the system, at least on my system. I was a little confused at first, so I immediately email her back to ask where in my contract does it say that.
She responds “ in the tos agreement… let me send it to you” So after an hour or so, I finally get the TOS agreement. First I get it in the body of the email, not as an attachement (almost like she typed it up). Secondly, in the document itself there were 3 seperate items that referred to cancellation: ten (30) days , 10 business days and finally you may cancel at any time. Are you confused ? Yep so was I!
I email her back (after getting my response reviewed by several people to make sure I wasn’t just being bitchy and nasty) stating that I’ve never seen this TOS before, there is nothing on her site about it , and she can’t provide me with a signed contract, etc. I did say that I would be bring the documents to JAG for them to review and advise me on what to do.
This is where she gets super-nasty with me and I decide oh there is NO way I’m paying this now. All i really want to do at this point is just get super bitchy and tell her to shove it where the sun don’t shine. Wait.. can’t do that, one of us need to remain profesionnal and adult.
There are few more back and forth emails , until finally tells me how unprofessional I am, and she threatens me about “you better not try going to the media” and how she would sue me for SLANDER. Of I’m not going to the “media” but definitely the SOCIAL MEDIA community.
Renee finally cancels my account and does it immediately thinking my files are going to be gone. To her dismay, I had already moved everything over and had a up to date copy on my Mac. : )
In the meantime, I talk to my good freind Whitney (attorny and Queen of Podcamp) about the whole thing and what had happened. Basically she tells me don’t worry about it because their is no contact signed by me. She also tells me that she has her legal terms mixed it … Slander is “speaking” and Libel is “written” . LOL
So yesterday I was a little ticked off that I spent most of my evening the night before dealing with this “professional” , I was talking about it on Twitter. There I found out that two other people had run-in’s with Renee Brown. One person had to pay 2 months worth of hosting because Renee said “she didn’t cancel in time” (hey just like me!!!) and the other person got stiffed for over $300 worth of web design work that Renee wouldn’t pay for. She cancelled his hosting without warning to be revengful and he was Yep thats real classy and uber- professional. I’m just glad to know that it wasn’t just me…
I’m not trying to bring her down and destroy her, I’m just sharing my customer service experience and making others aware of her business tactics. If you’ve stayed with me this long… thanks for listening.