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Please note that this form is only for web host company's representatives. Responses from others will not
be posted. Customers should submit new reviews or email the original reviewer instead.
You are responding to the following review:
| AIT's Billing Dept. is FUBAR - Review by
submitted on August 14, 2002 |
| Customer's web site: www.haunted-garage.org |
| Length of time hosted by this company: 1 year - 3 years |
| Date when last hosted by this company (as of August 14, 2002): Current customer |
| Plan used: Server 1 |
| Customer service rating: 1 out of 10 |
| Technical quality rating: 5 out of 10 |
| Cost rating: 1 out of 10 |
| Overall rating: 1 out of 10 |
Would be that I heeded the warnings posted not only on this site but many others as well.
AIT has simply the worst accounting/billing services department I have ever dealt with.
I have hosted two domains with AIT, one personal and one Business. With both accounts, I have experienced multiple problems with the billing/accounting department AND the people who run it.
First, with my personal web host account, I provided my credit card number and was told that my card would be automatically billed each month. Then, for the next several months, I had to deal with calling AIT to turn my site back on after they had decided that I had not paid my bill and turned it off. I would check my credit card account and, sure enough, they had debited my card. I would ask why my site was disabled if they had charged my credit card and the typical answer I would get would be: “I don’t know, I’m sorry, we’ll open a trouble ticket.” Then, anywhere from an hour to a couple of days later, I would receive an e-mail stating that my site was back up. No explanation, no compensation for down time. Until I recently canceled my personal account, I would still receive an e-mail each month telling me that I had not paid my bill or that there was a problem charging my credit card.
The last straw…I made the mistake of opening another account with AIT for business use. I thought, “well, maybe if I pay a year in advance, I won’t have any billing problems.” If you’re wondering why I opened a second account with AIT, I actually thought the technical side of their services worked reasonably well and I was familiar with the control panel interface. Well, right off the bat, they charged my credit card twice for the year’s worth of service. I called AIT and requested that the double-dip of my credit card be corrected. I waited several weeks until my credit card statement came. Sure enough, the charge was still there. So, I call the credit card company and they open a dispute with AIT. Meanwhile, the credit card company credits my account for the double charge. Months go by and one day, my business web site is disabled. No e-mail notification, no phone call, nothing from AIT. AGAIN, I’m on the phone, only to learn that the credit card company finally got around to requesting a charge-back from AIT for the money the credit card company had previously retuned to me. Because of AIT’s poopy accounting/billing processes, they believed that they had already returned the money from the “double-dip” when in reality they hadn’t. And, I was told by an accounts manager that AIT’s policy was to immediately disable an account if a charge-back request is received from a credit card company. When I explained that there was obviously some problem between AIT and the credit card company and asked if they would enable my web site while the problem was resolved, I was told emphatically that AIT would not enable the web site until the charge-back was reversed by the credit card company. This, EVEN though they HAD been paid, TWICE and never returned the original double charge until the request came in recently. At that point, AIT thought they had returned the money twice and subsequently disabled my account. When I questioned their policy and asked if they could make an exception and PLEASE enable my account since none of this was my problem, I was told (with an attitude) that AIT’s CEO had established the policy and there was nothing he could/would do. I was then informed by e-mail that not only would my web site remain disabled, but the account had been remanded to the collections department and my contract would be “accelerated” to term, even though there were still 5 months left on the year’s worth of service I had paid for, in advance, TWICE!!!
After two very frustrating weeks of dealing with AIT’s billing personnel on the phone, (I spent no less that 8 hours on the phone and God only knows how many e-mails!) it came out that AIT had screwed up my original request regarding the double charge and never returned any money to the credit card company.
Suffice to say, when my 1 year contract is up in January 2003, I will move by business web site to the same hosting company I moved my personal site to. (Gee, with a different hosting company, I was up and running in ten minutes and, I was charged only once for the service. How novel…)
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