Justin
Posted
Do NOT Use GoodLeaf Hosting – Deliberate Obstruction, Runaround, Review Censorship and Blatant Double Standards
I had fully migrated to another provider and simply wanted to cancel my two VPS servers at the end of the billing period so I could finish backups and migration. This should have been quick and routine. Instead, it became a nightmare of incompetence and obstruction. My first cancellation request clearly asked for an end-of-billing cancellation. Agent J denied it as too vague, not valid, and possibly not from the owner. I restated the cancellation multiple times. Agent J then canceled the entire request himself and forced me to resubmit. I had to request cancellation at least 5 times before they finally processed it. And they only cancelled it after I told them to immediately terminate the services, since Agent J had refused to acknowledge my earlier request. That was my very last request because I wanted to end the conversation with him. Their later claim that my request “wasn’t clear” is a complete lie. After the services were terminated, I opened a ticket to remove my payment methods. I repeatedly told them there were zero active services, and I am the owner. Agent J first said the system removes them in 90 days, then refused. He admitted in writing there is no such policy in their ToS, then claimed the cards aren’t even stored here but with Stripe — yet still refused to remove them. At least 4 separate refusals in one ticket. When I complained about Agent J’s behavior, Agent Y defended him instead of helping, saying they couldn’t do anything because Agent J is the manager. The whole team protects incompetence from the top down. Their company's reply to my removed review is pure gaslighting and lies. They claimed my request wasn’t clear on timing — false. Called it “standard process” — false, they canceled my request anyway. Said they never tried to make leaving difficult — false, every step was obstructive. They defended the $350 fee threat as normal and blamed review removal on naming staff, while their positive reviews (including highlighted ones) freely name staff. Complete hypocrisy and double standard. The reason I left (their VPS was slow, confirmed by my whole team) was perfectly valid. I should not have had to justify it at all. I have full screenshots and logs proving everything. This was not simple incompetence — it was deliberate, repeated obstruction protected at the management level. I will never use GoodLeaf Hosting again and will never recommend them. If you ever plan to cancel or leave, stay far away from these people. Update – May 19, 2026 GoodLeaf repeatedly tried to have this review removed by flagging it multiple times and they lied in their reply to my review. After I submitted proof, Trustpilot reviewed it and restored the review. This shows how far they were willing to go to silence legitimate feedback. Everything written above is fully documented. The truth has to come out. Update – August 11, 2026 GoodLeaf Hosting has updated their official response after several months, attempting to reframe their behavior as standard protocol. Their claims continue to directly contradict their own support ticket records: On Cancellation "Clarification": The company claims staff were simply avoiding "data loss." The initial support ticket explicitly requested an end-of-billing-period cancellation. Management denied the initial request as "vague," mockingly stated they were happy the service would continue, and forced a re-submission of a formal request. The cancellation had to be explicitly demanded 5 separate times within the ticket chain while management continually refused and denied it before it was finally processed. On Stored Payment Methods: The company claims staff explained how to remove payment methods. In reality, management fabricated a non-existent "90-day system hold," admitted in writing that no such policy exists in their Terms of Service, and repeatedly refused to remove payment cards from the client portal. To this day, months later, payment information remains trapped on the site despite zero active services. On the $350 Dispute Fee: The company defends threatening a $350 fee sent to collections as standard ToS policy. In practice, this threat was explicitly weaponized to intimidate a departing customer out of exercising credit card dispute rights. Complete, unedited screenshot logs exist verifying every single message cited above. Corporate spin cannot rewrite written ticket transcripts. Potential customers should be aware that once an account is created, billing details will not be removed upon request, and leaving will involve maximum friction.
Response from GoodLeaf Hosting· May 18, 2026
Hello, We disagree with several characterizations in this review and would like to provide additional context. Our staff were not attempting to prevent or delay the cancellation of your services. The initial request required clarification regarding when the services were to be terminated, particularly because termination can result in permanent data loss. Once we received clear confirmation of the requested action, the services were cancelled accordingly. Our intention was to ensure that we did not prematurely terminate services or delete data without proper authorization. Regarding payment methods, card information is processed and stored securely through our payment processor rather than directly by GoodLeaf Hosting. Our staff explained the available process for removing or allowing stored payment methods to expire from the account. There were no active services or additional charges being intentionally forced upon the account. We also want to clarify that escalation to management does not guarantee that a customer's requested outcome will override established billing, security, or account procedures. Staff members are expected to follow those procedures consistently. The $350 dispute-related administrative fee referenced in this review is disclosed within our Terms of Service and applies in circumstances outlined there. It is not intended to prevent customers from cancelling their services or exercising rights available through their payment provider. Finally, we do not control whether Trustpilot removes or restores a review. Reviews may be reported when we believe they potentially violate the platform's guidelines, but Trustpilot ultimately determines whether a review remains published. We understand that you were dissatisfied with both the service and the cancellation experience, and we respect your decision to move to another provider. However, we strongly disagree that there was any deliberate effort to obstruct your departure, conceal evidence, or silence legitimate criticism.