I've had the most frustrating experience with the customer service (or lack thereof) from Homestead, who has merged with Intuit.
Over one month ago I needed to remove some items from my account and I followed the Homestead protocol of filling out one of their online "help tickets". I didn't receive any feedback. So, I called to file my same request and was assured by an agent that it would be taken care of if I file yet another help ticket. So, I did just that and went about my life.
A few weeks later I attempted to login to my Homestead account and it alerted me that the credit card I had on file was not working and that I needed to update my information. Naturally I went to my account, and while in the process of updating my card I noted that the services I had requested to be removed had not, and I was still being charged. I submitted another "help ticket" to inquire, and heard nothing back.
I refused to pay for services I was not using and waited for customer service to fix the problem. They didn't, and one day my client asked me why my website was disabled. I was shocked! I went online and yes, both of my websites had been disabled. I went to login to see what the issue was, and all I could get was a screen telling me to put in a new credit card. I wasn't able to see what Homestead was going to charge this new credit card, or what the issue was. However, I updated it anyway (which never should have needed to be done in the first place because it was the same exact card they had on file!!!). I updated, followed their protocol and still nothing happened. Keep in mind that Homestead customer service hours close AT 5 pm, which is crazy for those of us who work. I went days without my websites, waiting for them to be enabled, and unable to call customer service or login (they block you from having any site access/online access to help) to create a "help ticket". When I finally got a hold of a rep, do you know what he told me? GO ONLINE AND FILE A HELP TICKET. Hmmm, 1st of all, you've disabled my sites and blocked me from being able to login and request help. 2nd of all... When I do that... You don't respond! I asked for a supervisor, he said one would call me. They never did.
Later that day I called back and got what I thought was a reliable CSR. He told me he would take my card information, bill me for what needed to be billed, and as soon as the payment went though he would call me to get things straightened out. He took my card, he billed me $80, and did he call to get things straightened out? NO.
On April 17th I went online (my sites were enabled I had access to login) and filed a help ticket. No response. I filed another. No response. And another... No response. I now have 10 tickets in... NO response.
I called the customer service center twice now, asking to speak with a supervisor. I'm told everytime that someone will call me back. Today he said he "promised" someone would get back to me. I even left my phone on in a meeting... And no phone call. These guys are unreal.
I've emailed the CEO, I've done everything. I've been called a "liar" by one of their reps, and have been bounced around and mistreated like crazy. Their reps for the most part are rude, and could not care the slightest bit that you are frustrated. I'm a small business and these are tough times: If you bill me $80 and it is inaccurate, I'm going to want my money back!
Today I canceled my service and I will NEVER GO BACK TO THEM AGAIN. If you are a customer looking to design a website, do not go with Homestead. Their site design is simple, but God help you if you ever need to contact a member of their staff! They make it impossible, or don't respond at all!
Homestead: Your customer complaints are growing! When are you finally going to start treating us like humans? If I didn't return my clients' phone calls, or took over 5 days to return emails... I wouldnt have clients! You just can't treat people this poorly and expect to get away with it.
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