Kinsta

Hi Dalton, We’re genuinely sorry this is how your time with Kinsta ended, especially after being with us for years. We’ve reviewed the account and the billing changes tied to the downgrade. The prorated amount was based on the time the custom plan was still active and resources were still allocated to the sites on that plan. We understand that, from your side, it didn’t feel like you received value from that plan during that period, and we can see why that would be frustrating. We appreciate the years you spent with Kinsta and the people you recommended to us along the way. All of these matter so much to us, and we’re sorry to lose that trust. If there’s anything about the final billing that still feels unclear, we’re happy to make sure you’re connected with the right team to review it. We wish you all the best, The Kinsta Team

Hi Callum, We're really sorry we weren't able to give you the experience you expected from Kinsta. You should not have had to push for your concerns to be taken seriously, and we should have been clearer about what our team checked, what we ruled out, and why. Even when an issue turns out to be outside what our support team can fully fix, we still owe you a clear explanation and a helpful next step. Our Support leadership team has reviewed the recent conversations and reached out to you directly to take another look. We can’t undo the time and frustration this has caused, but we do want to make sure nothing was missed and that you get a clearer answer than the one you were left with. Kinsta hosts WordPress sites for agencies, developers, and businesses every day, and we know migrations can get complicated fast. That’s exactly why support needs to feel thorough, practical, and easy to escalate when something does not look right. We’re sorry that wasn’t your experience here. We’re looking closely at what happened so we can make these situations easier for customers to navigate, especially when an issue isn’t as straightforward. That means clearer explanations, better handoffs when a second look is needed, and more useful guidance on what to try next. - The Kinsta Team