Comments on: Superb.net Sucks? Not Many Think That Way

By: Theresa

Theresa — Thu, 09 Aug 2012 03:51:07 +0000

We were with Superb for 4 years. During the first 1.5-2 years things were OK. Then we started having issues – 3 bad disks, faulty power supplies, a few techs that seemed clueless. The end for us was on 12/30/11. Our hard drive failed and all data was lost. The back ups which were stored on the same machine but a separate disk were also corrupted. (In March 2012, 1 of our techs went to visit the datacenter and noticed the box had a faulty power supply.) After a month of back & forth with their tech people, we had a sever again but no data. We wound up going elsewhere and never using that server again. We forgot to cancel our contract until then sent us a bill in the beginning of July 2012. (Because I was on manual pay not automatic pay I got a bill). We canceled the service. Superb responded by sending us a note saying we would be billed up to August 3rd because we had to give them 30 days notice. On top of this I was getting a jillion notices everyday that if I didn’t pay my bill they were going to cancel our server. I was coordinating with my tech people on our dispute of the bill when Superb charged my card WITHOUT authorization. When I called their billing department I was initially told I was on automatic pay. Well, if I was on automatic pay why wasn’t the charge for the new year billed to my card at the end of the contract period (06/30/12)? The rep did a little research and told me I was on manual pay. She said a manager would have to get back to me. When no one got back to me within a few hours, I opened a support ticket. This was closed the next day without resolution. I opened another one and 4 days later someone got back to me. The manager that contacted me jerked me around for 2 days, leading me to believe they wanted to work thru my dispute. At the end of the 2 days he basically told me to pursue the fraud complaint with my bank.
I have already filed not only the complaint but a police report. It is both unethical and illegal to charge a credit card without authorization. While I wait for my bank to finish their investigation, I plan to tell my story to anyone and everyone who will listen. Superb may be a great company if you are a large corporation but if you are one of the little guys – they will offer you substandard equipment and clueless tech support. Add to that their illegal billing practices ad you have a recipe for disaster.

By: Tom

Tom — Wed, 11 Jul 2012 02:35:40 +0000

I agree with Scott! I have had a similar situation. We also hosted with Superb for several years (customer #13154). We also submitted a cancel request via their control panel. We submitted the request on May 6th. Within days of the cancel request, we received a notice that they had “discovered” an error THEY HAD MADE in billing, and they were going to backcharge us for OVER A YEAR’s worth of this error. They would not close our account until we paid the year’s worth of back-charges. We had the same problem contacting the billing department – we tried calling, filling out support tickets, emailing all departments (billing, tech support, sales, customer service) – NO ONE would even respond to us! Now, after two months of NO responses whatsoever, they have sent us to collection. NOW they finally respond to tell us they can’t do anything about it because it’s already gone to collection.

I agree – they are committing fraud and purposely gouging customers who cancel their service. It’s absolutely deplorable! STAY AWAY FROM SUPERB.NET!!

By: Scott

Scott — Fri, 04 May 2012 12:21:23 +0000

I hosted a server with Superb Internet for several years. (customer #15142) On June 29, 2011, I cancelled my server/service from the administrative panel of their web site. On July 4, 2011, I received a message from Superb Internet that my server/account would be removed on July 28, 2011. This is all documented in ticket #383125. Every month since then, they have billed me $125. There is also no way to remove a credit card from an account so I couldnt take away my credit card information from them if I wanted to. Calls to their billing department have never been answered even during open hours. I am thoroughly convinced that this company is fraudulently billing customers following the cancellation of services. In my case for almost a year now. I believe Superb Internet has stolen $1000 from me.

Not only do I believe that customers should not use this company, but I believe they actively engage in commerce fraud.