Nativespace negative review #4502 by William Caskey (bigwongton@l...)


Nativespace got a negative review on and one official response on
nativespace.com
Nativespace
Spectrum House
Gordon House Road london
UK
☎ Phone +1 845 123 2833
Customer review #4502
1/10
William Caskey ( bigwongton@l... )
Time Hosted 6 mo. to 1 year
Global rating
Features
Price / Cost
Customer Relation
Control Panel
Nativespace are noting more than a bunch of crooked con artist fraudsters.

After a very frustrating year of trying to host my websites with these horrible muppets I tried to transfer my hosting to another company.

They prevented me from transferring my websites and have essentially stolen them. To add insult to injury they illegally retained my credit card information and made fraudulent charges on my card.

PLEASE FOR THE LOVE OF DO NOT USE THIS COMPANY THEY ARE NOTHING MORE THAN A BUNCH OF CRIMINAL CON ARTISTS MASQUERADING AS A WEB HOSTING COMPANY. AVOID LIKE THE PLAGUE !!!!!!!!!!!!!!!!!!!!!
Hi, We just wanted to provide some detail on this.

The post in question is from a customer who had an active hosting agreement with us, which he did not cancel.
Once the hosting package came up for renewal, an invoice was generated (as is normal) and payment made by the customer via his agreement with WorldPay (which he signed up to and naturally has full control over). As with nearly all hosts, this is similar to a direct debit scheme where the renewal fee is automatically paid as per the terms of the agreement for the hosting. WorldPay are operated by The Royal Bank Of Scotland in the UK - one of the largest payment providers in the world that provides full management to the customer of every aspect of their payment agreement.
It transpires that this customer had used a friend/relatives card and details to sign up with, along with their details for the WorldPay agreement.
Once the customer in question recieved the invoice and payment was made, rather than simply contact us and say he'd made a mistake and forgot to cancel (in which case we would have just cancelled his hosting, nulled the invoice and refunded him) he became very aggressive.
At nativespace we provide all our web hosting packages on a rolling monthly or annual contract (namely once you sign up we continue to host your site and you make payment for it through your payment agreement for it until you ask us to cancel the service) - just as almost every web host provider does. This is a standard system that ensures your website does not experience a break in service while you renew your hosting, and is naturally all set out in both our, and WorldPay's Terms & Conditions which are agreed to on sign up. WorldPay are one of the most widely used payment providers by webhosts in the UK and is provided as a 'de facto' gateway in almost all web hosting billing and automation software (similar to PayPal, 2CheckOut, Google Checkout etc.).

His opening complaint to us - rather than to request a cancellation and refund as the service was no longer required - was to threaten legal and police action and then proceed to post the comments in this thread and similar. He has since conducted a smear campaign of posting clearly damaging 'reviews' under a variety of pseudonyms and fake email addresses. (Several from the same IP address, on different websites, all with different usernames - you will notice this is also his 'first post' on this forum from a free email account, as it is on several other wesbites.)

We then replied as follows:
Quote:"...as we appreciate customers do sometimes inadvertently or otherwise fail to cancel their hosting our company policy is to issue a refund on receipt of a cancellation request (preferably politely worded). If therefore you wish to cancel and receive a refund please open a ticket requesting this."

He then opened the following ticket (quoted verbatim): Quote:
"Dear Sir Madam, thankyou for your response.As you advised I am requesting to cancel my hosting and for a refund. I do do appreciate that if the cancellation letter failed to be delivered it is the cause of this misunderstanding. I am happy to recieve a refund and for the matter to be closed.Best wishes"

His money has since naturally been refunded.

We had hoped that once he had realised that we were in no way trying to force him to stay with nativespace or keep his money he might do the hnourable thing and remove these defamatory posts - however it appears not. He has since gone on to post a number of damaging and factually incorrect reviews on all the major review sites, for reasons we simply cannot fathom.

We would therefore like to assure anyone reading this that contrary to the above inaccurate and false information, nativespace take the utmost pride in customer care, and have several thousand extremely happy customers who will testify to this (our testimonials page is viewable at http://www.nativespace.com/why-testimonials-and-awards.html).

In 8 years of web hosting we have experienced year on year growth with the vast majority of signups made from customer recommendation - our proudest achievment. We would never dream of 'preventing someone from transfering their website' or any of the other allegations this person has levelled against us. We continue to grow month by month and have an extremely low cancellation rate. If any potential customers are still in doubt of this however please don't hesitate to contact us and we will happily put you in touch with other customers who can give you an honest appraisal of our service.
If anybody would like to hear directly from myself, any of the other management or team at nativespace, or has any comments, queries or questions on any of the above then please do contact me directly by PM, and I will ensure this is dealt with as a priority.

Regards,
Kate Kershaw
Director
nativespace

Marketing representative (Kate Kershaw - marketing@nativespace.com, ).

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