[grey-area]

Like Rapleaf, we have spent an enormous amount of effort optimizing and searching for the causes of latency, and overpay for dynos to reduce but not eliminate the chance of latency issues. Heroku has always told us it's our fault.

You may well find that running your own ops means you run into exactly the same sort of issues - most companies see multiple major problems with their infrastructure as they scale. Heroku certainly haven't delivered for everyone, and it seems their promises of painless scaling are just not being met when it comes to larger customers, but this stuff is hard, and moving off heroku won't get rid of these problems for you, but it will make them your problems and perhaps give you more of a chance to fix them.

It would be really interesting (for heroku customers and for everyone else) to see a write up of your transition when you do move - it may not be as painful to do so as you anticipate.

Kudos on not recommending a lawsuit, which I can't see helping anyone but lawyers at this point.