Although I made several goofs along the way, my Fatal Mistake was not thinking to first consult Epinions before signing up for web site hosting with ADDR.com.

I am web master of a non-profit site operating since April, 2000. Our purpose is to provide the public with free information and education about wine (winepros.org). The host server I began with (recommended by a friend) charges $40 per month and has a fairly complete and user-friendly interface, but apparently also has a policy of ignoring e-mails that request support help. I decided it was time for a change.

In January 2001, I was attracted to ADDR.com by their low price (big mistake #1). The pleasant sales representative assured me that ADDR had all the security, connection speed, 24/7 support, bells and whistles, etc.

I questioned the ADDR web site, which had editing errors, broken links, pages "under construction" and inconsistent navigation (giant clue #1). The rep explained they are "working on a new site that should be up soon." (Five months later there had been no change, although I notice they now have a new interface -- looks better ("slicker" is more appropriate), but still only offers general claims of features and lacks the specifics of exactly what customers get.)

I signed up and, in order to save an extra 10% and avoid the monthly billing hassle, paid for a year in advance (mistake #2).

The set-up went off without a hitch. I got some help from an ADDR tech to configure my e-mail forwarding. When I tried to set up a hit counter, however, my request for help was flat out refused and I was referred to another site (which turned out to be full of jargon and geared toward programmers). Other than this, things went fine for a few months. My site suffered no down time as far as I am aware.

Then one day I noticed a news item that ADDR had been hacked and hundreds of customer credit card numbers held for ransom. Although I was "safe" since had paid by check, the lack of security and the failure of ADDR to disclose this incident and warn their customers were very disturbing.

At one point, I bought a second domain name for a specific temporary use intending to later point it to the existing site. ADDR said, "No problem, easily done." When that time came, in spite of careful instructions which I had them confirm and repeat back to me, ADDR instead trashed the original site and pointed the original URL to the new one.

I discovered this mistake within 36 hours and asked ADDR to restore the site from their back-up. No can do -- no back-ups! (Although the rep told me ADDR backed up every 24 hours, there is no mention of back-ups on the ADDR site.) I quit them on the spot and requested a refund for my pre-paid but unused months.

Shell-shocked and gun-shy from my experience, I compiled a list of pre-emptive questions for potential new hosts. I investigated several on-line sites and e-mailed the list of respective unanswered questions to each one. After a week, I had only one partial response out of five candidate sites. Meantime my site was down and the "where are you" e-mails began to pile up. I finally picked a host with a 30 day money back guarantee (php Hosting) and put up my site. This particular company only offered e-mail support. I found out they meant "one-way" e-mails; zero answers out of five attempts in two weeks. I was beginning to lose hope.

(Finally, a fellow web master recommended CybrHost.com. After 45 days of working with them, at double the price of ADDR, the new hosting company is a bargain. CybrHost's services are much more than "as advertised," they are in-touch with their clients and actually care about my problems and needs.)

After exchanging e-mails with the ADDR billing department (which has the unrepentant gall to claim a fee for the "pointing" that they botched!), ADDR claims they have a "strict no-refund policy for annual prepaid services" (there is no mention of this on their site). I'm not sure whether they are ignorant of the basic principles of contract and consumer laws or that they simply choose to ignore them.

My conclusion: even 99¢ a year would be too much for the slimy sub-par services of ADDR.

POST SCRIPT: Approximately 50 days after this review was posted, ADDR mailed me a check for the amount I had asked to be refunded. Response or coincidence? - JL


Recommended: No