Support seems to be getting better since my last review ( support from overseas centres) - I usually get a guy called Andrew as well who is based in America and goes out of his way and doesn't paste r... See more
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Review summary
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What people talk about most
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Felix, Marco, & Bret were / are awesome and very attentive with their aggressiveness to get things done and move things forward... That is Peace of Mind to a Non-Techie :-) and why I felt comfortable... See more
Company replied
Sanju was AWESOME. He was kind, knowledgeable, thoughtful, quick - and did everything I needed: NDS, SPF, cPanel, WHM, DKIM, IMAP, SMTP - he set up everything for me, then sent me all the credentials... See more
Company replied
I've been with Liquid Web for many years. Their techs are smart, capable and can solve pretty much any problem I send their way with my hosting setup. They went the extra mile (or 100 miles in my case... See more
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Company details
Written by the company
Liquid Web is a hosting company totally devoted to web and cloud professionals like you. Growing businesses and the Designers, Developers, and Agencies who create for them. It’s our focus. And that focus translates to products, services, and support designed specifically for mission-critical sites, stores and applications. Our nearly 250+ experienced administrators, engineers, and technicians are dedicated and empowered to make your life easier so you can focus on the work you love. For us, it is all about Powering Your Business Potential™.
The Hosting Partner You Can Trust
Written by the company
- Focus on the Work You Love. Leave the Hosting to Liquid Web
- When your business relies on the web, you deserve a hosting partner you can rely on. We believe the more you need technology to fuel your business, the more you need expert, caring people to be there for you. Everyday, 24/7/365, our Liquid Web team is powering your content, commerce, and your potential. Why? So you can focus on your business and reach your goals. You can count on us.
Contact info
2703 Ena Drive, 48917, Lansing, United States
- 800-580-4985
- social@liquidweb.com
- liquidweb.com
4.1
Great
3K reviews
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Snehal Z.’s knowledge
Snehal Z.’s knowledge, patience, and thoroughness in resolving my issue were commendable. Her follow-up and diligence were also noteworthy.
6 November 2025
Reply from Liquid Web Inc.
Thank you for your thoughtful review! We’re so pleased to hear that Snehal provided patient, thorough, and knowledgeable support. She, and our entire team, take great pride in ensuring every issue is handled with care and attention to detail.
We’ll make sure Snehal sees your kind words. Thank you again for trusting Liquid Web to power your business.
Sincerely,
The Liquid Web Team
Santosh was great
Santosh was great. very patient, and got to the issue, then advised what DNS changes I needed to make, and stayed with me the whole time. Really excellent service and its what makes me appreciate LiquidWeb.
3 November 2025
Reply from Liquid Web Inc.
We appreciate your kind words! It’s wonderful to hear that Santosh delivered the level of service and dedication we strive for, staying with you through every step and making sure your DNS changes were clear and successful.
Thank you for recognizing his efforts and for being part of the Liquid Web family. We’re always here whenever you need us!
Sincerely,
The Liquid Web Team
The most frustrating hosting experiences
This has been one of the most frustrating hosting experiences we’ve ever had. Our website was offline for more than 24 hours, and during that entire time we received almost no real updates or clear answers. Every reply from support felt copy-pasted and disconnected from the urgency of the situation.
We expected a professional, reliable service — not endless waiting, vague promises, and silence when our business was suffering. Totally unacceptable from a company that claims “enterprise-level” reliability.
We’ve completely lost confidence in their ability to manage critical services.
31 October 2025
Unprompted review
Reply from Liquid Web Inc.
Hi Fabio,
We’re truly sorry to hear about your recent experience and the frustration it caused. Waiting more than 24 hours for your site to be fully restored, especially without clear updates, is not the level of communication or reliability we strive to deliver. You deserved a more proactive and transparent process throughout the malware scan and restoration, and we sincerely regret that our follow-up fell short.
Our team has reviewed your case in detail and confirmed that your site has been fully restored. However, we understand that resolving the issue isn’t enough when the communication left you uncertain during such a critical time. We’re taking this feedback seriously and using it to improve how we manage updates and escalation during extended recovery events.
If you're open to it, we’d also like the opportunity to connect directly to ensure your concerns are fully addressed and your confidence in our service can be rebuilt.
Thank you for sharing your honest feedback, it helps us get better.
Sincerely,
The Liquid Web Team
Best Effort on Steroids
After our migration to new machines, we were working with Matt on our Domain Trust. With several new security settings in place in our host environment and multiple generations beyond our previous implementation, we had many new obstacles to a successful implementation. What started as a 1 hr workshop turned into a 3+ hr exercise in problem solving. Matt's expertise and determination are a prime example of why we choose to host at Liquid Web!
23 October 2025
Reply from Liquid Web Inc.
Hi Scott, thank you so much for sharing your experience! We’re thrilled to hear that Matt’s dedication and problem-solving made such a positive impact during your migration and setup. Complex transitions like yours can present unexpected challenges, and it’s great to know that Matt’s expertise helped guide things smoothly through to success.
We truly appreciate your continued trust in Liquid Web and are proud to be your hosting partner. If you ever need additional support or have future projects in mind, our team will be ready to deliver the same best-effort service.
Sincerely,
The Liquid Web Team
Thank you for your help!
23 October 2025
Reply from Liquid Web Inc.
You're very welcome! Thank you for trusting our team, we're always here to help.
Sincerely,
The Liquid Web Team
quick issue fix!
by the time I was about to hang up the phone after submitting the ticket, the issue was already resolved.
19 October 2025
Reply from Liquid Web Inc.
Hi Brian,
We’re thrilled to hear that your issue was resolved so quickly. Our team works hard to deliver fast, reliable support, and it’s great to know that we hit the mark for you. Thanks for taking the time to share your experience.
Sincerely,
The Liquid Web Team
Quickly Resolved a Major Problem
After seeing my one-star rating ( I think), they resolved a serious issue on one of our hosting servers.
16 October 2025
Unprompted review
Reply from Liquid Web Inc.
Hi Joe,
We’re truly sorry to hear about your recent experience and the frustration it’s caused. Your long-term partnership and trust in us mean a great deal, and it’s disappointing to know we’ve fallen short of your expectations.
We’d like the opportunity to review your account and address the issues directly. Please share your account details with us so we can investigate and work toward a resolution.
We appreciate your feedback. It helps us improve and ensure our support lives up to the standards you deserve.
Sincerely,
The Liquid Web Team
I always receive prompt and expert help…
I always receive prompt and expert help from Liquid Web technical support.
16 October 2025
Reply from Liquid Web Inc.
Hi David,
Thank you so much for your kind words.
We’re thrilled to hear that our support team continues to deliver the prompt and expert assistance you expect. Providing reliable, knowledgeable service is something we take great pride in.
We appreciate you taking the time to share your experience, it truly means a lot to our team.
Sincerely,
The Liquid Web Team
Quintin and Stuart were super helpful
Quintin and Stuart were super helpful, very knowledgeable, and very fast! Thank you!
15 October 2025
Reply from Liquid Web Inc.
Hi Daniel,
We’re so glad to hear that Quintin and Stuart provided the quick and knowledgeable support you needed. They’ll be thrilled to know their efforts made such a positive impact.
Thank you for taking the time to recognize their great work. We’ll be sure to share your feedback with them and the rest of our support team.
Sincerely,
The Liquid Web Team
Review for Felix at Liquid Web
Review for Felix at Liquid Web
After a frustrating experience with chat support, I called in and got Felix — and he was outstanding.
Felix was confident, knowledgeable, and immediately understood the issue. I had been trying to explain to the chat tech that my swap memory was maxed out, but instead of addressing that, I was met with what felt like AI-generated responses about website optimization. The chat tech eventually ended the session and handed me back to a chatbot — which was incredibly frustrating.
When I called and reached Felix, the experience was completely different. He quickly identified the problem, confirmed that I was right about the swap memory being the culprit, and resolved the issue in just five minutes. He also reassured me that my sites were already optimized and didn’t need unnecessary adjustments.
Felix showed what true customer service and technical expertise look like. I can’t remember the chat tech’s exact name — something like Armmed or Ammed — but that person could definitely use additional customer service training.
Thank you, Felix, for turning a bad experience into a great one!
15 October 2025
Reply from Liquid Web Inc.
Hi Gary,
Thank you for taking the time to share such detailed feedback.
We’re delighted to hear that Felix delivered the excellent service and expertise we strive for. We’ll be sure to recognize him for going above and beyond.
At the same time, we’re very sorry for the earlier frustration you experienced with chat support. That’s not the standard we hold ourselves to, and we appreciate you bringing it to our attention so we can continue improving.
Your experience highlights exactly why we’re always working to ensure every interaction, across all channels, is helpful and effective.
Sincerely,
The Liquid Web Team
Liquidweb is great!
I have been with Liquidweb for many years and am pretty happy with their service. It's really important to get good tech support and help and that is why I am a long term customer of Liquidweb!
14 October 2025
Reply from Liquid Web Inc.
Thank you so much for being a loyal Liquid Web customer over the years. We’re thrilled to hear that our support team has been such an important part of your experience.
Providing reliable, expert help is something we take great pride in, and it’s customers like you who make it all worthwhile.
We truly appreciate your continued trust and look forward to serving you for many more years to come.
Sincerely,
The Liquid Web Team
Us based tech support
Us based tech support! Someone you can talk to when your critical infra is down is priceless.
13 October 2025
Reply from Liquid Web Inc.
Thank you so much for the kind words, GP!
We know how critical it is to get real, reliable support, especially when your infrastructure is on the line.
Our U.S.-based team takes pride in being there when you need us most.
We truly appreciate your trust and are glad to be your hosting partner.
Sincerely,
The Liquid Web Team
The technician took care of all of my…
The technician took care of all of my concerns, took the time to explain options and successfully resolved the problem.
13 October 2025
Reply from Liquid Web Inc.
Hi,
Thank you for sharing your experience! We’re delighted to hear that our technician took the time to explain your options and fully resolve your concerns.
Providing clear communication and effective solutions is at the heart of our support, and it’s great to know we delivered that for you.
We truly appreciate your feedback and the opportunity to serve you. Thank you for choosing Liquid Web.
Sincerely,
The Liquid Web Team
Sanju was AWESOME
Sanju was AWESOME. He was kind, knowledgeable, thoughtful, quick - and did everything I needed: NDS, SPF, cPanel, WHM, DKIM, IMAP, SMTP - he set up everything for me, then sent me all the credentials via secure message. I used to be at Rackspace - and they are good, but too expensive. I have been a LiquidWeb customer for many years. I appreciate the HEROIC support I get from LiquidWeb for a fraction of the price of Rackspace.
12 October 2025
Reply from Liquid Web Inc.
Hi Alan,
Thank you so much for the fantastic feedback! We’re thrilled to hear that Sanju delivered the quality of support we’re known for. We love hearing that everything was set up quickly and securely, and that you continue to find great value with Liquid Web.
We’ll make sure your kind words are shared with Sanju and the team. Feedback like yours means a lot to us. Thank you for being a loyal customer and for trusting us with your hosting needs.
Sincerely,
The Liquid Web Team
Would never use them again
Would never use them again, used a few years ago and they kept hitting me up to upgrade my plan. They also took forever to answer questions putting me on long holds. I hope they have improved because they were HORRIBLE a few years ago
11 October 2024
Unprompted review
Reply from Liquid Web Inc.
Hi,
Thank you for taking the time to share your experience. We're very sorry to hear about the frustrations you encountered in the past. That’s not the level of service we strive to provide.
Over the last few years, we’ve made significant improvements to our support response times, customer communication, and upgrade process to ensure every interaction feels helpful and transparent.
We’d really appreciate the chance to make things right and show you how much we’ve improved if you’re open to it.
Thank you again for your feedback. It truly helps us continue to get better.
Sincerely,
The Liquid Web Team
Unexpected Charges and Misleading Billing Practices
Update: I changed my rating following prompt and effective customer assistance.
In June 2025, I signed up for a Nexcess hosting plan clearly advertised at USD $9.60 per month. Today, I was charged a total of USD $141.60—this includes the expected $9.60 plus an unexplained $132 fee that was never disclosed or agreed upon. This feels like a serious breach of trust and transparency.
There was no prior warning, no justification, and no way to anticipate such a charge. I’ve already contacted support to dispute the $132, which is the amount I am challenging—not the base plan. This kind of billing behavior is unacceptable and financially damaging.
If you're considering Nexcess, be extremely cautious. Their pricing may not reflect the actual charges, and you could end up paying far more than expected.
Being charged almost 14 times the base plan without clear warnings or limits is unacceptable. The pricing structure and billing triggers need to be clearly communicated upfront—not buried in fine print or discovered after a surprise charge.
This kind of setup feels misleading and financially risky. Users deserve better clarity and control over their spending.
7 October 2025
Unprompted review
Reply from Liquid Web Inc.
Hi Uzzi,
We’re very sorry for the confusion and frustration this unexpected charge caused.
After reviewing your account, we found that the $132.00 charge was related to Auto Scaling, a feature designed to keep your website online during sudden traffic spikes by automatically adding additional PHP workers when your site experiences high load.
We understand that this came as a surprise, and we absolutely agree that transparency and clear communication are critical.
While Auto Scaling is enabled by default on all Managed Application plans, we recognize that not all customers are aware of how it works.
In your case, the feature was triggered by malicious bot traffic, not legitimate visitors, which led to the additional usage fee.
Our system does send three notifications whenever Auto Scaling is activated (initial, 12-hour, and 24-hour notices), but we understand these can be missed, especially if unexpected.
To prevent this from happening again, we’ve taken the following steps:
1. Blocked the malicious traffic that triggered the Auto Scaling event.
2. Issued a one-time courtesy refund of $132.00 for this charge.
3. Shared guidance on how to disable Auto Scaling if you prefer to manage scaling manually.
We truly value your feedback. It helps us improve how we communicate and educate customers about features like this.
Please don’t hesitate to reach back out to our support team if you’d like us to walk you through Auto Scaling settings or additional protection measures for your site.
Thank you for giving us the opportunity to make this right.
Sincerely,
The Liquid Web Team
Reply from Liquid Web Inc.
Thank you for sharing your experience! We're thrilled to hear Dean was able to resolve your issue so efficiently. We’ll be sure to pass along your kind words. Our team takes great pride in delivering fast, personal support.
Sincerely,
The Liquid Web Team
Disk space
I had a disk space issue and customer service seemed to go out of their way to get the issue resolved. Very clear what the issue was and what could be done in the future to not have the same problem in the future. At my request they even set the system up to automatically take care of future occurrence. The best customer service by far. Very impressed with Everyone at liquid web. Real people and not AI. ⭐️⭐️⭐️⭐️⭐️
5 October 2025
Reply from Liquid Web Inc.
We truly appreciate your detailed feedback! Our team is committed to providing proactive support, not just quick fixes, but long-term solutions. We're glad to hear we could resolve your disk space issue and help set up future safeguards. Thank you for trusting Liquid Web and recognizing our team’s dedication.
Sincerely,
The Liquid Web Team
Best Technical Support in the Business
I have been migrating my clients to Nexcess for two years and have had nothing but good experiences with them.
29 September 2025
Reply from Liquid Web Inc.
Thank you for your continued trust and loyalty! It’s wonderful to hear your migrations have been smooth and supported every step of the way. Our team is always here to make sure your clients and you get the best hosting experience possible.
A terrible company
A terrible company, very bureaucratic. I paid to use a baremetal, and now they're asking me for several personal documents—more than I even use in my own country. If you don’t want to go through paperwork that feels like applying for a mortgage, stay away from this company.
28 September 2025
Unprompted review
Reply from Liquid Web Inc.
Hi Jared,
We’re truly sorry to hear about your experience and appreciate you taking the time to share your feedback. At Liquid Web, protecting our customers and infrastructure from fraud is a priority, and in some cases this means going through additional verification steps. We understand that the documentation requested felt excessive, and we apologize for the frustration and delays this caused.
In this instance, your order triggered our fraud protection process, which required additional verification before the server could be provisioned. While this process can be inconvenient, it is in place to help safeguard all of our customers. Once we received the necessary documentation, your account was verified within about an hour.
We also regret to hear about your performance concerns after accessing the server. We were not able to locate any support tickets or chats reporting these issues on your account, otherwise our team would have been happy to investigate further. That said, we absolutely understand how important performance is, and we’re sorry this led to disappointment.
We have already initiated your refund request, and you should see those funds returned shortly.
We value your feedback and will review this case internally to see how we can improve both our verification process and communication. If you’d like to give us another opportunity in the future, our team would be glad to work with you to ensure a smoother onboarding experience.
Sincerely,
The Liquid Web Team
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