Dreamhost: is it turning into a nightmare again?

By | January 15, 2008

Frustrations of Dreamhost

Dreamhost is billing me for bills that don’t exist! I’ve been using their hosting for nearly four years now, but this problem (and no host is without ‘issues’) is vexing. I emailed them questioning them on this.

This is just a notice that your DreamHost Account #####
(“*** Account”) has a balance of $40.80 (including any charges not
due until 2009-01-30), with $40.80 due (since 2008-12-30).

You also have $40.80 past due (owed since 2008-11-30), and if
by 2009-01-30 you do not pay at least the $40.80 part, your
account will be automatically suspended until payment is received.

If you would like to CLOSE your account with DreamHost, just visit:

Since I always pay on time, I knew this to be an error. In fact, I checked yesterday’s billing for something else… So I replied as I was nervous about losing my account!

Dear Dreamhost…

I’m sorry but I don’t understand what is going on with my billing… I
paid my bills on time, and the panel (when it works) shows no
outstanding amount… so could you advise urgently what is going on.

Kenneth

Then I tried to login to my billing in the Dreamhost Panel. Not loading. So then I sent an email to support but it was rejected because it didn’t have an account number or any details. The rejected email told me to login to my panel and request support. Hah!

We’re sorry.. your email was unable to be processed by our automatic
support system, and so is being returned to you.

Our system could not find the open support case you were replying to,
and so could not automatically tie your message into our system. If this
was a reply to an EXISTING issue, please be sure to keep the:

[blah 123456]

in the subject line of your reply!

If this is regarding a NEW issue, we must ask that you submit it
through our web panel at:

So then I sent another email as an attachment to my original billing problem with the following words because Panel is still not working…

Also, and this is a major problem, your Panel is NOT WORKING… And I
can’t send email advising you of this… because the email that I
originally sent. There is no phone number or contact number so how on
earth are we supposed to contact you when there is a panel outage, we
don’t already have a ticket in the system, and your system rejects
emails addressed to [email protected]

I’d say this is a pretty serious issue.

Kenneth

As if this were not rebuke enough, it was similarly sent back with the following error…

This is the Postfix program at host kitty.sd.dreamhost.com.

I’m sorry to have to inform you that your message could not be
be delivered to one or more recipients. It’s attached below.

For further assistance, please send mail to <postmaster>

If you do so, please include this problem report. You can
delete your own text from the attached returned message.

So then I checked the Dreamhost Status Website, no support is provided, just notifications.

So then checked the contact page, and the contact form wouldn’t load, and there was no telephone number, only a fax number and address.

I’m so very unimpressed that I had to blog this. I will be filing a formal complaint with them once the panel issue is resolved, and I’m removing the link to their ‘rewards’ program as a punishment for them.

I’ll be interested in a response from them on this issue. What do you think about Dreamhost?

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5 thoughts on “Dreamhost: is it turning into a nightmare again?

  1. Kenneth Post author

    Hi Kenneth!

    Ack. Through a COMPLETE bumbling on our part, we accidentally attempted to charge you for the ENTIRE year of 2008 (and probably 2009!) ALREADY (it was all due to a fat finger)!

    I’m really really realllly embarassed about this, but you have nothing to worry about. You can just ignore any confusing billing messages you received recently; I already removed all those bum future charges on your account and fixed everything up.

    Thank you very very much for your patience with this.. I PROMISE
    this won’t happen again!

    Please let me know if you have any other billing concerns or if I missed something or if you have any other questions at all!

    Sorry again,
    Josh!

  2. Kenneth Post author

    Thanks AZDana, … yes, I hear the problem has been fixed… but that is the second time this month that I was billed wrongly by them.

    Kenneth

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