Response from the owner - 6 months ago
This customer required a highly custom website that we financed over a period of two years as opposed to charging for custom development up front. Sites through other developers would have required up front payment The hosting portion was not $55/mo. This included the cost of BannerOS ($19.95/mo.) plus some overage fees from time to time due to the amount of resources being utilized. In many cases our web hosting services come at a premium because of the limits we put on the amount of customers per server. When this customer moved to cheap shared hosting we had to make modifications to BannerOS to get it to work because the load average was over 50 on the new server. This is ridiculously high, but isn't unheard of with cheap shared web hosting where companies attempt to pack as many customers on a server as possible. Our hosting also included a dedicated IP address to support a SSL certificate which is not standard on shared web hosting.
As far as our support, we always responded in a timely manner with resolutions to any issues encountered whether it was through live telephone support or online support tickets.
The site never got significant traffic prior to us rebuilding it (not enough data to be ranked through Alexa). Over the last year the site's traffic has steadily grown and increased in unique visits by more than 20 fold from the prior year. The traffic from search engines also increased significantly.
We strive to provide businesses with the tools they need to be successful online, however, we can't always be blamed if a business doesn't succeed, or always take credit when they do.