ScalaHosting: most-reported complaints
Automated analysis of 221 public Trustpilot reviews published 2020-09-02 to 2026-09-11. TrustScore 4.9 from 2,208 total reviews — see the Trustpilot page. Quick answer: is ScalaHosting legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, citing instances where staff refused to investigate issues without additional payment. Some users also describe poor core service, noting they had to seek external help to keep their websites online. Additionally, a smaller number of complaints mention account and app problems, such as repeated errors when trying to register a domain.
How to reach ScalaHosting
These are the contact details ScalaHosting publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone +1 (503) 893-4279, email [email protected], address 1999 Bryan St #900, Dallas, 75201, US.
The company claimed its Trustpilot profile on 2018-10-15, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-16. Trustpilot ranks it 2 of 60 in Web Hosting Company. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.9★ on Google (142 reviews)
TrustScore over time
4.9 → 4.9 across 6 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (0%, 0.0d) · 2026-08-24 (0%, 0.0d) · 2026-08-27 (0%, 0.0d) · 2026-09-08 (0%, 0.0d) · 2026-09-18 (100%, 13.0d).
What their policy promises
refund window: not explicitly stated
“we may retain all information you submit for prevention of fraud, abuse or other legal obligations, or where we otherwise reasonably believe that we have a legitimate reason to do so.”
support availability: 24/7/365
“24/7/365 onsite personnel and video control.”
support availability: contact us
“If you have any questions about the security of your personal information please contact us.”
support availability: at any time
“If you wish to access or amend any personal data that we hold about you, or to request that we delete any information about you that we have obtained through the use of our services, you may contact us at any time as set”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Review provenance: 175 company-invited reviews in the recent window average 4.99★, while 36 organic (uninvited) reviews average 4.28★.
58% of its 201 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 60% of this company’s complaints vs a 38% median across 97 ranked companies in its sector.
Review velocity: 119 of this company’s 2,208 Trustpilot reviews (5%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about ScalaHosting?
Support unhelpful
9 reports · 60% of complaints“support doesn't want to correct and investigate the issue because they say we need to pay for advanced support”
The company replied on 2023-10-02: “Thank you for the feedback, Johan. I'm sorry to hear that you had a bad experience with our SPanel. I reviewed your communication with our support agents and saw that the problem you described had…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“BUT then they just give you one piece of the puzzle.”
2 readers marked this review helpful on Trustpilot.
“48 hours after a fault was reported, nothing had happened.”
The company replied on 2025-07-02: “Hi Andrew, Thank you for your feedback. We understand how important reliable email functionality is, and we appreciate you bringing this matter to our attention. Following the publication of your…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Poor core service
6 reports · 40% of complaints“I had to seek external help to keep my websites online.”
The company replied on 2025-05-30: “Dear Antonis, First and foremost, thank you for taking the time to share your experience and feedback. We genuinely appreciate hearing from our customers—both the positive and the critical—as it…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“Even after making the changes of the numbers of both vCPU and RAM, I still had to wait for e.g. update of an app.”
The company replied on 2025-01-14: “Hi Gintcho, First and foremost, thank you for being a loyal ScalaHosting customer for over a year. I truly appreciate your valuable feedback here on Trustpilot. I have reviewed your case, and it…”
Our classifier read this reply as a substantive response.
3 readers marked this review helpful on Trustpilot.
“the speed of the server not okay”
1 reader marked this review helpful on Trustpilot.
Account/app problems
3 reports · 20% of complaints“3 times I try to register a domain and everytime they Homepage make Problems”
The company replied on 2020-09-14: “Hi Samy, Thank you for your valuable feedback! After conducting an internal investigation, we found out that you attempted to order a domain from us during the implementation of our new order form,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
7 readers marked this review helpful on Trustpilot.
“support doesn't want to correct and investigate the issue because they say we need to pay for advanced support”
The company replied on 2023-10-02: “Thank you for the feedback, Johan. I'm sorry to hear that you had a bad experience with our SPanel. I reviewed your communication with our support agents and saw that the problem you described had…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Instead of providing a reasonable alternative, they continued to insist on obtaining the code from the card statement.”
Compare ScalaHosting with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-12.