Don't do business with Pantheon unless you're looking to be screwed
Pantheon has been literally a nightmare to work with for several years, which has been further compounded recently as we have tried to downgrade and move off of their service.
First, they were charging us $60,000+ annually for hosting of two websites, neither of which get more than 5,000 visitors in a good month. We are on their Elite hosting plan currently. When we raised this concern with them and asked to downgrade, we were told it was impossible to downgrade.
Upon further complaining and badgering, they finally agreed to downgrade us, but that process has been opaque and horrible at best. Mind you, as part of being an Elite customer, we are guaranteed support, help, the best customer service — none of which we received during this process.
Instead, we were saddled with a person who refused to take our calls or answer our questions. And they're not hard questions either - questions like, should we move to the Small or Medium plan? What's the difference? Or questions like, can you confirm we only have one contract with you for our two sites?
Every time we asked a question, we were never answered. Every time we asked for a call — or called our rep directly — they never answered. Now they're telling us that in the process of downgrading our service our site may be down for an indeterminate period of time. When asked how long, there's no answer. And if our rep doesn't know the answers, that's not unreasonable — but they also have made no effort to connect us with someone who does, despite multiple requests.
Our contract expires in a number of days. They have no concern for our experience, or our customer's experience. Don't do business with these people unless you're looking to be totally screwed.
Date of experience: March 28, 2023