I've had the misfortune of dealing with a particular webhost recently. They've been around for quite sometime. They were one of the early players of webhosting. This is the worse customer support experience I've dealt with in webhosting. When I asked for help, all I got was the classic response "read the documentation." I had read the docs before I even approached them. Their documentation is lacking incomplete and generic. The requests I sent to their support help desk were very standard, something related to sftp and another issue related to .htaccess.
I have suggested to my client that they move hosts. Any modern host (Dreamhost, Godaddy, Bluehost, or some of the more specialized ones) would be a world of difference. Save yourself some trouble and do the same. Skip right over these guys next time you're on the market for some hosting. If your contract is up for renewal soon; seriously shop around and find something better. Luckily and fortunately, they're really not on forums or review sites so hopefully no new customers are getting suckered into their crappy service. Good luck.