Experience growing pains!
HG in my opinion is just ok. I think they have experienced growing pains as the CS staff is not quite as knowledgeable as I would have expected.
What bugs me about HG is they have Ads in their Cpanel! Really? I mean I am already paying for your hosting service why do you need ads there? Sorry HG I don’t need ads there and I am migrating my websites to another host.
There are plenty of other very good hosting companies that don’t have ads in their Cpanel and offer equal or better technical support, uptime, features, and service.