Over the years had nothing but great things to say about HostGator. My site finally grew large enough that I upgraded from a shared hosting plan to a dedicated server. On 4/8 my site disappeared for no reason. After dozens of email and online chats followed by calls to the support center, it turns out one of their employees upgraded the Cpanel's to a bunch of servers and altered everybody's DNS entries. This resulted in hundreds of accounts disappearing.
It took them 22 hours to get my site back online. I'm normally cool with an outage of 1-2 hours, this happens with hostgator every few months. However 22 hours ended up forcing me to refund hundreds of customer orders and ultimately resulted in a loss of $18,700 in revenue. That was a problem for me, as my site is family run and it literally crushed my business.
So I asked for at least a month free in return for their mistake. After many days they agreed to the refund. Then I got the bill. No refund. After talking with dozens more people (by the way the average response time to email in this situation is 10 - 20 hours) they refunded me a lousy $10 for my trouble and told me I'm lucky because they offer no support and no guarantees for dedicated servers. I do not and will not ever recommend host gator to anyone, ever.
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