Green Geeks negative review #10086 by Colin Hrecus (colinhercus@g...)
Green Geeks got a negative review on and one official response on
3411 Silverside Rd. Tatnall Building #104
Wilmington , DE 19810 US
☎ Phone 1-877-326-7483
📧 sales@g...Colin Hrecus ( colinhercus@g... )
Watch out for these guys. Don't be fooled by their responses to complaints on this review site. also watch out for review sites that earn their money promoting a few "top" web sites.
Despite Greengeeks creamy response to my previous complaint they did nothing too help me. They took 2hrs to give Control Panel access back and insisted I debug Tikiwiki, an open source CMS/WIKI. They gave no help in this and couldn't even give the URL that caused the issue. They insisted I fix and only way I had was to disable Tikiwiki. After doing this it took 6hrs of emails and complaints to get access restored to my static web pages. The site is now up wihout Tikiwiki, just afew static pages, and I am looking for a new hosting service. They did help by providing a backup of the site for me.
Note that this "Suspension" happened exactly 30days after the site went live, a coincidence? Or does it have something to do with 30 day refund guarantee?
There was no warning, no help to resolve the problem, just instant suspension.
This could happen to you!!!
Note TOS is 8% of CPU in 60sec or 4.8sec of CPU. Hostgator is 25% in 90sec or 22sec.
Watch out for Draconian TOS that suspend your site with no warning.
Use Greengeeks if you have a plain vanilla simple html web site with no open source CMS or other code and it's not critical to your business if it's down for a few days.
Please check out my web site www.novocraft.com. We are a professional company providing software to Universities and have a documentation Wiki with less than 100 pages and about 200 site visitors per day and we got suspended for using too much CPU!!!
Despite Greengeeks creamy response to my previous complaint they did nothing too help me. They took 2hrs to give Control Panel access back and insisted I debug Tikiwiki, an open source CMS/WIKI. They gave no help in this and couldn't even give the URL that caused the issue. They insisted I fix and only way I had was to disable Tikiwiki. After doing this it took 6hrs of emails and complaints to get access restored to my static web pages. The site is now up wihout Tikiwiki, just afew static pages, and I am looking for a new hosting service. They did help by providing a backup of the site for me.
Note that this "Suspension" happened exactly 30days after the site went live, a coincidence? Or does it have something to do with 30 day refund guarantee?
There was no warning, no help to resolve the problem, just instant suspension.
This could happen to you!!!
Note TOS is 8% of CPU in 60sec or 4.8sec of CPU. Hostgator is 25% in 90sec or 22sec.
Watch out for Draconian TOS that suspend your site with no warning.
Use Greengeeks if you have a plain vanilla simple html web site with no open source CMS or other code and it's not critical to your business if it's down for a few days.
Please check out my web site www.novocraft.com. We are a professional company providing software to Universities and have a documentation Wiki with less than 100 pages and about 200 site visitors per day and we got suspended for using too much CPU!!!
This is Trey Gardner CEO of Green Geeks responding to Colin's 2nd complaint which Joe in our quality assurance department responded to earlier.
I apologize that his 2nd complaint went unnoticed and therefore unresponded to for a few weeks but I had been traveling the week when Colin first posted his complaint and he posted the 2nd complaint the first day, after Joe made his response here.
First off I take every criticism seriously and my responses here are in no way to try to assuage those complaints' gravity. Obviously complaints about us are going to be one sided and we feel it is appropriate that our version of what transpired be heard so that anyone reading these complaints & responses can make an informed verdict.
This client used an open source product that caused an issue with our server. The open source product is not known for causing issues and therefore we determined that the product was installed improperly, the script caused a problem to the server which per our terms of service we suspended the client's site until we could figure out why this was happening. The client refers to our terms of service in his complaint and compares us to another hosting company:
Note TOS is 8% of CPU in 60sec or 4.8sec of CPU. Hostgator is 25% in 90sec or 22sec.
Let's talk about this comparison for a moment. In a shared server environment the server is running at some level % level of CPU and at peak times the CPU may be higher than at other times. We cap individual CPU loads off at 8% for 60 seconds because we feel that with our server's CPU (especially since we have 8GB of RAM per server) that any site or account that hit's 8% is having some malfunction that could cause a problem for the server if it spikes above that. A spike of 25% for 90 seconds means that the server is badly compromised and all other client sites on that server are running at least 25% slower than they would normally as they would be running at 25% CPU for that bad site plus whatever CPU is being used for all of the other sites running on that site.
Also when you have a 25% spike for 1 site the CPU being used by the other sites actually makes the server work harder for the other shared clients CPU because you have taken away 25% of the capability of the server for those other sites which in turn makes them run even slower. Imagine your heart compromised by an additional 25% than it currently is an how much harder your heart would have to work.
Most of our clients do not get suspended, looking at our stats it happens to .18% of our clients over our history and for most of those clients we are able to pinpoint the issue and work with our clients to rectify the issue. In this client's case even after we addressed the issue with him and identified where their error was they continued to blame us and in life that just happens.
Are we draconian (as Colin labels us) for our practices or are we proactive making sure that everyone's hosting here is stable & reliable? I believe it is good practices to make sure that our servers are stable and reliable for all our clients. A spike of 4% - 8% in our 8GB environment is highly unusual especially for 1 site to have that spike for more than a few seconds and therefore we have instituted policies to make sure we are protecting all of our clients.
As far as a 30 day guarantee and the fact that this client's site was suspended a few days past the 30 day guarantee, I can only say that if we reneged on our 30 day guarantee you would see far more complaints here about that and the fact that you don't (compared to other hosts who do renege on that guarantee) should say something about our practices and our moral compass. We are a good company providing honest services and we do not betray our morals.
Thank you,
Trey Gardner
Marketing representative (trey@greengeeks.com, ).
I apologize that his 2nd complaint went unnoticed and therefore unresponded to for a few weeks but I had been traveling the week when Colin first posted his complaint and he posted the 2nd complaint the first day, after Joe made his response here.
First off I take every criticism seriously and my responses here are in no way to try to assuage those complaints' gravity. Obviously complaints about us are going to be one sided and we feel it is appropriate that our version of what transpired be heard so that anyone reading these complaints & responses can make an informed verdict.
This client used an open source product that caused an issue with our server. The open source product is not known for causing issues and therefore we determined that the product was installed improperly, the script caused a problem to the server which per our terms of service we suspended the client's site until we could figure out why this was happening. The client refers to our terms of service in his complaint and compares us to another hosting company:
Note TOS is 8% of CPU in 60sec or 4.8sec of CPU. Hostgator is 25% in 90sec or 22sec.
Let's talk about this comparison for a moment. In a shared server environment the server is running at some level % level of CPU and at peak times the CPU may be higher than at other times. We cap individual CPU loads off at 8% for 60 seconds because we feel that with our server's CPU (especially since we have 8GB of RAM per server) that any site or account that hit's 8% is having some malfunction that could cause a problem for the server if it spikes above that. A spike of 25% for 90 seconds means that the server is badly compromised and all other client sites on that server are running at least 25% slower than they would normally as they would be running at 25% CPU for that bad site plus whatever CPU is being used for all of the other sites running on that site.
Also when you have a 25% spike for 1 site the CPU being used by the other sites actually makes the server work harder for the other shared clients CPU because you have taken away 25% of the capability of the server for those other sites which in turn makes them run even slower. Imagine your heart compromised by an additional 25% than it currently is an how much harder your heart would have to work.
Most of our clients do not get suspended, looking at our stats it happens to .18% of our clients over our history and for most of those clients we are able to pinpoint the issue and work with our clients to rectify the issue. In this client's case even after we addressed the issue with him and identified where their error was they continued to blame us and in life that just happens.
Are we draconian (as Colin labels us) for our practices or are we proactive making sure that everyone's hosting here is stable & reliable? I believe it is good practices to make sure that our servers are stable and reliable for all our clients. A spike of 4% - 8% in our 8GB environment is highly unusual especially for 1 site to have that spike for more than a few seconds and therefore we have instituted policies to make sure we are protecting all of our clients.
As far as a 30 day guarantee and the fact that this client's site was suspended a few days past the 30 day guarantee, I can only say that if we reneged on our 30 day guarantee you would see far more complaints here about that and the fact that you don't (compared to other hosts who do renege on that guarantee) should say something about our practices and our moral compass. We are a good company providing honest services and we do not betray our morals.
Thank you,
Trey Gardner
Marketing representative (trey@greengeeks.com, ).
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