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Sunday, February 16th
HostGator, founded in 2002 by Brent Oxley in a Florida dorm room, began as an independent hosting provider known for reliable service and excellent support. However, the company's current status raises red flags for potential customers. HostGator is now owned by Newfold Digital, a conglomerate formed through the merger of Endurance International Group and Web.com. This ownership structure is concerning, as Newfold Digital has a reputation for acquiring hosting companies and often reducing service quality to maximize profits.
Pricing that bites back
The pricing structure at HostGator appears attractive at first glance but comes with several catches. Their shared hosting plans start at $3.75/month for the Hatchling plan, but this requires a 36-month commitment and renews at significantly higher rates. The Baby plan ($4.50/month) and Business plan ($6.25/month) follow the same pattern of attractive introductory rates that increase substantially upon renewal. Like owning a baby alligator, it's only fun for the first year, and then it eats up more and more resources.
That said, you can begin as an entry-level user with the $3.75 to $6.25 per month shared hosting plans. That's without any website builder or installed WordPress. If you need the website builder, that's a range of $4.84 to $10.22 per month. WordPress comes pre-installed. If you want free migration, only new customers can get no-cost site migration and only for VPS or Dedicated hosting when signing up for a 12-month plan. You have to request the migration within 30 days of signup. Under a 1-month plan, you have to pay a fee of $149.99.
Features don't quite meet modern standards
HostGator's feature set shows its age in several ways. While they offer unmetered bandwidth and storage across all plans, these come with "reasonable use" policies that aren't clearly defined. The included cPanel control panel, while familiar, hasn't received significant updates to match modern hosting needs.
Their one-click installer supports over 75 applications, but competitors often offer more streamlined and updated installation processes. The free SSL certificates are basic LetsEncrypt auto renewing certificates, which are usually fine. But premium SSL certificates for single domain, wildcard, and EV cost up to $239.88 per year extra.
WordPress users get access to automatic malware detection and removal, but advanced security features like web application firewalls are missing from basic plans. HostGator apparently considers free SSL and daily backups to be security. But that's only reactive, not proactive. You'll have to install security plugins or other third-party security services.
The server infrastructure now uses faster SSDs for storage, which is a welcome change. While they provide a website builder, it's an extra charge and is basic compared to modern alternatives, offering only mobile-responsive templates without advanced design capabilities that modern WordPress page builders have.
Pricing
Support that's lost its bite
The decline in HostGator's support quality is particularly evident in recent years. While they maintain 24/7 support through phone, chat, and email, the average wait times have increased significantly. Phone support often involves wait times of 15-30 minutes, while chat support can take 5-10 minutes to connect. Email responses typically take 24-48 hours, which is substantially longer than industry leaders.
The support team appears to be heavily outsourced, with many customers reporting communication difficulties and inconsistent technical knowledge. The knowledge base, while extensive, contains many outdated articles that haven't been updated to reflect current technologies and practices. Priority support is available but requires purchasing additional support packages, making quality support an extra expense rather than a standard feature.
Money-back guarantee comes with fine print
HostGator offers a 30-day money-back guarantee on their basic shared, VPS, and reseller hosting services. But, this guarantee only applies to hosting fees paid via PayPal or credit card, reflecting the company's need to manage processing costs. To initiate a refund, customers must contact HostGator's billing department through phone or LiveChat support, and the refund is subject to their discretion and compliance with their terms.
The list of non-refundable items is extensive and important to note. Domain registration fees, dedicated servers, administrative fees, custom software installation fees, and add-on services like SiteLock are all explicitly excluded from the money-back guarantee. This means customers need to carefully consider these additional purchases as they represent non-recoverable costs, even within the first 30 days.
Customer reviews reflect Newfold Digital ownership
Recent customer reviews on Trustpilot and BBB paint a troubling picture of HostGator's service quality. On Trustpilot, their 4.5 out of 5 stars rating average comes from over 10,800 reviews, with recent feedback highlighting specific issues. Common complaints include unexpected downtime during peak hours, slow website loading times, and aggressive upselling tactics.
The BBB profile for Newfold Digital, HostGator's parent company, shows a pattern of similar issues across their brands, with over 1,000 complaints filed in the last three years. Many customers report billing disputes, particularly around automatic renewals and cancellation difficulties. Technical support complaints frequently mention long wait times and unresolved issues. While HostGator does respond to negative reviews, the responses often appear templated and don't address the core issues raised by customers.
Our recommendation: try something else
Because of HostGator's services and ownership structure, we strongly advise potential customers to consider alternative hosting providers. The combination of Newfold Digital ownership, declining service quality, misleading pricing structures, and dated technology infrastructure makes HostGator a risky choice for both personal and business websites.
While their introductory prices might seem attractive, the total cost of ownership, including renewal rates and necessary add-ons, makes them less competitive than they appear. For those seeking reliable hosting, we recommend researching independent hosting providers or companies with proven track records of maintaining service quality and customer satisfaction after acquisitions. The pattern of service degradation following Newfold Digital acquisitions is well-documented, and there's no indication that this pattern will change with HostGator.
If you want to connect with a local, national, or global audience, having a website is essential. Whether your site is for promoting a brand, running an online store, sharing media, offering services, showcasing your writing, or just pursuing a hobby, it needs a reliable host.
Over the years, countless hosting companies have emerged, thrived, and then disappeared. So, how do you figure out which of the current providers will still be around when you need them? And what features should you prioritize? First, you need to understand your budget and the pricing models of different hosting companies.
Be careful to verify enticing low prices by reading terms of service, looking up renewal prices, and asking questions. Some payment plans are consistent from period to period. Others provide discounts for monthly, yearly, or multi-year commitments. Additionally, some companies offer advanced features tailored to the specific needs of your website and audience. Avoid signing up for excessively long hosting terms. We recommend paying for no more than 12 months at a time - marketplace conditions can change, causing you to take a loss on moving to a different hosting provider before your term is up.
When evaluating features, make a list of what you truly need, what would be nice to have, and what you can do without. For instance, do you want a wide selection of themes for a DIY approach, or would you prefer a custom design from a professional? Are you looking for a powerful dedicated server, or is a shared server sufficient for your needs? Will you be coding your own site, or do you need a developer's assistance? If you don't have a domain yet, can the host provide one? If you already own a domain, how easy is it for the host to transfer it and migrate your existing site? Don't forget to include any requirements for email, eCommerce, advertising, and search engine optimization (SEO).
Security and performance are often overlooked but are incredibly important. Many people assume that all hosting services are secure and provide fast loading times, but that's not always the case. This is especially true for hosts that offer very low prices for plans that may not deliver. Be wary of shared hosting, where your site shares a server with many others. If another site on that server experiences issues, it could put your site at risk as well.
Lastly, consider the reputation of the hosting company. This goes beyond just how long they've been in business; it includes how they treat their customers, the number of complaints they receive, and how effectively they address those complaints. It can also matter which holding company or private equity firm owns the hosting service. If at all possible, avoid hosts owned by Newfold Digital (formerly Endurance International Group or EIG) as they have all had a history of poor customer service and quality due to overly-aggressive acquisitions of hosts. Reach out to other website owners, web designers, and developers to get their opinions on the hosting companies you're considering. They can provide valuable insights based on their experiences.
As you narrow down your options, keep these factors in mind:
The IT experts at Top Consumer Reviews have compiled a list of leading web hosting providers to assist you in your research. We hope this information helps you find the best web host for your needs, ensuring your website is engaging, efficient, affordable, and secure.
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