I selected these folks for hosting a small, very simple, website for my wife's personal training business, some 7 years ago. I admit that I had no real clue of how to qualify a hosting service and chose them largely for thier "package/price". Early on, I required some assistance with the mechanics of getting my content posted and working properly and was pleased to find that I could talk with a real person, in my own state (TX). For several years we did not have occasion to update the content and had few reasons to interface with the company.
A couple years later, I added a "sub-domain" for my small consulting business (once again a VERY simple, one page site). As I was shifting from having been a "direct" employee to a consultant, I found that I was searching for new work frequently. During the "slow" times (when the phone didn't ring), I would frequently pull-up my website (resume`) to make sure that it was still alive. On several occasions I found that I could not access my page, or my wife's. During this period I noticed that, when called the customer support line, I would be connected to someone who sounded VERY Indian. When they instituted a "help ticket" process, things went from bad to worse. It would now take days or weeks to get my site back "on-line". Earlier this year, after once again finding my sites unavailble and as my renewal deadline approached, I decided that I had had enough. I "asked" that they provide me with thier "nameserver" info, so that I could take my sites elsewhere. I received nothing in response, except an advance bill for the upcoming quarter's hosting "service". Repeated requests, even in conjuction with an offer to pay for any additional monnies that they felt I owed them, received only another "billing notice".
So here I am with BOTH my little site's "addresses" being held hostage. Is there no recourse for the consumers of these "services"?