Like most people I signed up my client with thinkhost because I valued their socially-conscious low carbon footprint web hosting. If I had known the problems that would ensue, I never would have paid them any money. My story is really quite simple. Due to some technical issue, I never received a welcome email detailing how I could access the control panel, and Dns transfer fields, etc. I sent them a support ticket, which was my first clue that trouble was brewing. At that time I also noticed a small message saying "sorry for the technical problems while we migrate our servers." (yikes, if I'd only seen that before!) Also, a comment on support-ticket systems; when a company does not provide any email or phone contact information, it is usually because they want a barrier between them and their customers behind which to hide. I'm not kidding about this, I recommend you Never do business with a company that uses only support-ticket systems for technical support. Anyway, I explained that my client was on a tight deadline and we couldn't wait for them to sort out their problems, and wanted to cancel the account. This was completely in accordance with their advertised money-back guarantee. After filling out the necessary online forms, I received an email saying that my account had been cancelled, sorry to see me go, etc. I could feel that something was wrong, so I kept track of my credit card statement online, and what do you know? They had cancelled my account without refunding my credit card. Keep in mind, I had never used their service for even a second, had quickly followed up in asking for a refund, had been polite, etc, etc. All this is moot anyway because they advertise a money-back guarantee. So again I sent another support-ticket, asking, quite assertively, for my credit card to be refunded. The email I received was the most bullying legalese I have ever experienced. They claimed that by paying them I had agreed to their contract (true), and that they would not refund my money at all. However the contract I had agreed to also stated a money-back guarantee. If you've ever been ripped off by a company like this before, you know the feeling. It's tantamount to be robbed on the street. You feel powerless and angry. This is how I feel now. Why would you want to risk doing business with this company? Why will they treat you any differently? A company which creates conflicting policies offering money-back guarantees in one paragraph and reserving the right to reject claims in another, is not a company dedicated to customer service, or social change.
Overall Rating: 1 - Poor
Support: 1 - Poor
Reliability: 1 - Poor
Features: 1 - Poor

ThinkHost was the first paid web host I had ever used.
When I originally signed up with them they were a emerging compay. They grew at a extremely fast rate and I'm glad to see they didn't suffer any growing pains.

Support has always been fast, no downtime worth mentioning (if their was any, you were always notified weeks in advance).

They use cPanel at my time of writing this. Nothing spactacular but it does the job.

I've been with ThinkHost now since 1999. Their servers are always online and they have a customer support team who takes the time to answer your question in a quality-oriented manner. I've had problems with PHP formmail and they were quick to answer it and had no problems with it at all. Reply times are also very fast with this host. This host has superior quality overall, both in uptime, support, speed, and quality. Thanks guys for making my hosting experience a great one.