Liquid Web

Leaving Liquid Web due to the customer support. We recently received an email from our Dedicated Account Manager. I replied with a shortlist of needs and she refused to help unless I got on the phone for a 'chat'. We dont have time for a 'chat' - and don't bother emailing me if you're not going to help via email. Cant wait to put this burden behind us.

Absolutely terrible customer support. We will be leaving Liquid Web. The hosting service is worse than it ever has been and the customer support is worthless.

Liquid Web has singled us out, targeted us, and requested personal information that is not standard nor required, as stated in their public privacy policy. We were looking for an alternative provider other than Godaddy, so we pre-paid LiquidWeb for a 3-year subscription to use a Virtual Private Server (VPS). They told us that we were a fraud, refused to tell us why, and immediately mandated that we email them two government-issued identifications. NOTE: Their request is not an industry standard to our knowledge with any other server hosting providers such as Godaddy. They also have no public privacy policy to ensure safeguards for requesting and storing government identifications. We asked if they could provide a secure encrypted way to send them two forms of ID, and they would not provide one. So we offered to send them other forms of identification that are less sensitive in nature, and they rejected them. They refused to tell us what precisely they are looking for in our two forms of government ID to make sure everything is correct when purchasing VPS services, which couldn't be accomplished by alternative methods. Their public terms of service don't require any form of government ID from all of their new and existing customers. NOTE: They are not a financial institution where requesting government identifications is part of KYC and industry standards. We also never gave them permission to pull credit, etc. We feel targeted, mistreated, and discriminated against. They selectively created barriers to entry and mandates for us. We have done them no wrong and provided all the standard information stated in their Privacy Policy under the Customers section. We have all the email evidence to support this complaint.

03/14/2023 update: Liquidweb has been unresponsive in spite of their promise to involve management in addressing our complaint. We are forwarding documents to our attorney and anticipate a filing in our local Small Claims Court later this week. We will continue to update Trustpilot and Google Reviews until this matter is resolved. 03/08/2023 We use Liquidweb cloud sites service. I feel they offer a quality product in terms of uptime and speed. However I have been frustrated by their Customer Service Department regarding the amount of our monthly invoices. The problem is that we have had two line items on our invoices for well over 5 years that apparently no one at the company could correctly explain. This week tech support finally gave us the answer- we have been paying for services on sites we are no longer even hosting. In 5 years we have been over charged by $4,440.00. These charges are for MSSQL storage and SSL certificates. Over the years we have questioned these line items, but we were never told they were for inactive websites. We were only told that they were necessary charges. On Jan 12, 2023 we opened up ticket number 11600106 to address possible overcharges. We were notified that only 1 person in the company handled potential cost reductions. Even though we have followed up at least 5 times, we have not heard a single word from this person. We are beginning to suspect that Liquidweb purposely overcharges clients. We placed a phone call to Liquidweb sales and got a new price quote for the services we are currently receiving. The quote for new service was issued in minutes. The prices on the new quote would save our company over $1700.00 a year. The purpose of this review is to finally get someone's attention at Liquidweb. We are willing to stay with them at a renegotiated price. Hopefully current and possible future Liquidweb clients can benefit from our story.

Liquid Web products are well packaged and fairly priced making them competitive in the market. Above all, their customer care and support is unmatched. They will go above and beyond to ensure customer satisfaction. They leave us feeling valued and we have never regretted the move to use them as our sole cloud products provider. I recommend them strongly primarily on their customer care and sterling tech support. This is what any IT tech company will want stationed in their back office. Keep up the good work! Abraham Matu Diani Exchange (Domain Registration & Hosting)

Kristin F (Krissy) at Liquid Web is an awesome example of the type of personal and expert service that I've come to love and rely on for the success of my business. When I called in today, she came through for me in a big way to day and I appreciate it and my clients appreciate it. I've been through the hosting gauntlet and seen past the marketing promises made by other hosting providers, but Liquid Web delivers on the hardware side and especially on the service side. When I have an issue with my hosting, I know I have someone in my corner who cares about my issue and understands the impact it can have on my business, so it's refreshing and encouraging to know that I'm not alone when something happens. If you like your host or aren't sure if you like them, I'd definitely call Liquid Web and see if they might be a good fit. They won't be for everyone, but I have no hesitation in recommending them.

I had five services with another host since 2008. Service was supremely excellent and I couldn't be happier. Then, that host sold all their accounts to Liquid. I trusted their decision, so I gave Liquid an honest chance, despite a three-fold increase in cost. After three months of mistakes and lacklustre service, I pulled everything from them.

I've had sites on a variety of hosting companies over the past several decades. LiquidWeb is by far the best experience I've ever had. Their techs answer quickly, aren't on script. all have root access, are knowledgeable, go above and beyond where other companies draw the line... and sound like they're in their own quiet US office without the din of a call center in the background. Highly recommended!