101Domain Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[They have attached only a single view of their pre-registration's Main PageHowever, when you search for a domain name - it would not indicate anywhere on the page that the domain is not available yetWhen you would add the domain to your account, and review the cart - there was no indication that the domain is in the preregistration phase - and when checking out there was no indication at all that the domain is not being registeredEven after purchasing the domain - the domain would show in the account as registered and listed - and the domain's status was "sent to registrar"There was no indication whats so ever in any of the pre, during, and post purchasing steps that the domain in question is not availableI have contacted the company via their online chat, where the rep has told me that they are unable to cancel the transactionIf the 101Domains are not able to find this chat history - this is an indicator that their system is selective as far as to what they save101Domains has developed and currently present customers with misleading and statements to purchase and hold on to domain names that are not publicly available]
Regards,
*** ***

We sympathize with Mr*** *** that automatic renewals were processed for domains that he did not desire to renewWe acknowledge that he contacted us shortly after the payments were processedWe have no intention of billing our customers for things they do not wantWe have researched the
situation and would like to provide a response to the complaint.Our system's automatic renewal (auto-renew) feature is enabled as a precaution to avoid unintended cancellation of servicesAs you may understand, many consumers and businesses rely on internet related services, such as domain names, for personal and professional purposesThis ensures their services are not interrupted.Mr*** initially placed his order for domain names with annual renewal on February 27, and the autorenew feature was enabled at that timeThis information is conveyed during the checkout process, when adding a new credit card, as well as being displayed all email communications concerning an order and renewal.When the domain names are due for renewal, the customer receives several courtesy notices prior to the credit card being chargedThe email notices are sent with [DOMAINNAME] is Expiring Soon in the subject line and the body stating Auto-renew for this order is turned OnThese notices are sent days, days, days, and days prior to the expirationMr*** acknowledges receipt of such notices in his complaint.For every email notification, this message is also included in the body, “If your domain is set to auto-renew, your credit card on file will be charged days prior to expirationYour payment is non-refundable after the renewal has been processed.”Mr*** has the ability to manually turn off or disable the auto-renew feature within his 101domain accountThis can be done at any timeThis feature can also be unchecked when a customer places a new order on our website.On February 26, 2016, after receiving notices regarding expiring services within the next two days, Mr*** logged into his account and updated his credit cardAll outstanding services automatically charged the recently updated credit card because the auto-renew feature was still enabled.As outlined in our Master Service Agreement, section (Fees), we cannot offer a refund once the service is renewedWe understand his frustration and value him as a customerWe have agreed to refund Mr***for the two domain names he did not intend to renew.We hope Mr*** *** will find this resolution agreeable and will continue to do business with 101domain, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.---------- Forwarded message ----------From* *** *** ***Date: Thu, Jul 10, at 9:AMSubject: Re: ***To: *** *** ***Cc: *** *** ***
101domain,
Thank you for your response I'm still frustrated by your refusal to accept full responsibility for this problem You're basically blaming me for your inaction because I put in a support ticket asking "What's the deal with this showing as a "pre-registration"? Do I have to do something to get the domain transferred?", as I was confused about why my domain appeared under the heading "Pre-reservations" when I logged into your site Note that my first contact after placing the order clearly asked if I needed to "do something to get the domain transferred" Your claim that you the delay was my fault is completely without merit I used your site to request the transfer & registration on the 22nd and I entered my credit card information during the "checkout" process There is no reason you couldn't have proceeded with the order as originally requested I shouldn't have had to put in a support ticket in order for you to send me an invoice to pay since the checkout process should have been sufficient I've never encountered another registrar that requires a checkout process for the order, then a followup invoice that needs to be "paid" to accomplish the same thing that the checkout should have accomplished
As a business owner myself, I know that it is good business to accept responsibility for things that go wrong as a result of the actions of my company, even if that means taking a loss on a transaction to "make it right" This is especially true when the loss is a minor amount, under a few hundred dollars The principle of accepting responsibility and making it right is very important to me and I expect the same from other that I deal with This is why I strongly object to the poor and unprofessional service and refusal by 101domain to accept responsibility for this problem
In regards to the solutions you're offering, I find the first and third options to be completely unacceptable That said, can you clarify specifically what you're offering in the second option?
Are you offering to waive the redemption fees if I register the domain for a total of years or for years in addition to the year I've already paid? Do you intend to charge me the same per-year rate for registration as I paid for the first year or are you intending on increasing the registration fees to effectively include the cost of the redemption fee?
Depending on your answers to the above questions, I may elect to resolve this dispute by accepting the offer, though I still do not find the resolution to be acceptable and will not rescind my complaint and criticism for the way you've handled this problem and refused to accept responsibility for your negligence and/or incompetence
Sincerely,
*** ***

The .*** TLD General Availability opened to the public on October 10, 2017, as shown on our websitehttp://101domain.com/***.htm. We would have submitted all pre-orders at that time. Before October 10, our .*** webpage (attached above) clearly listed that any order
prior to that date were pre-registrations. We apologize if the customer was confused by the pre-registration status. Also, in our terms and conditions, we state that the domain name is not purchased until the registry operator (here .*** registry) accepts and approves the application for registration. We also explain in our terms and conditions that any pre-registration of a domain name does not entitle the customer to immediate access to the domain nameWe also have no record of the customer trying to contact us by support ticket, email or phone. However, once we received the paypal refund notification, the refund was processed and the customer received back the full amount. If we would of received a request we would of responded promptly explaining why the name was not yet registered and providing a refund if the customer still so desired. Thank you,101domain.com

We sympathize with Mr. [redacted] that automatic renewals were processed for domains that he did not desire to renew. We acknowledge that he contacted us shortly after the payments were processed. We have no intention of billing our customers for things they do not want. We have researched...

the situation and would like to provide a response to the complaint.Our system's automatic renewal (auto-renew) feature is enabled as a precaution to avoid unintended cancellation of services. As you may understand, many consumers and businesses rely on internet related services, such as domain names, for personal and professional purposes. This ensures their services are not interrupted.Mr. [redacted] initially placed his order for domain names with annual renewal on February 27, 2014 and the autorenew feature was enabled at that time. This information is conveyed during the checkout process, when adding a new credit card, as well as being displayed all email communications concerning an order and renewal.When the domain names are due for renewal, the customer receives several courtesy notices prior to the credit card being charged. The email notices are sent with [DOMAINNAME] is Expiring Soon in the subject line and the body stating Auto-renew for this order is turned On. These notices are sent 90 days, 60 days, 30 days, and 5 days prior to the expiration. Mr. [redacted] acknowledges receipt of such notices in his complaint.
For every email notification, this message is also included in the body, “If your domain is set to auto-renew, your credit card on file will be charged 60 days prior to expiration. Your payment is non-refundable after the renewal has been processed.”Mr. [redacted] has the ability to manually turn off or disable the auto-renew feature within his 101domain account. This can be done at any time. This feature can also be unchecked when a customer places a new order on our website.On February 26, 2016, after receiving notices regarding expiring services within the next two days, Mr. [redacted] logged into his account and updated his credit card. All outstanding services automatically charged the recently updated credit card because the auto-renew feature was still enabled.As outlined in our Master Service Agreement, section 4 (Fees), we cannot offer a refund once the service is renewed. We understand his frustration and value him as a customer. We have agreed to refund Mr. [redacted]for the two domain names he did not intend to renew.We hope Mr. [redacted] will find this resolution agreeable and will continue to do business with 101domain, Inc.

Dear Mr. [redacted],
 
sans-serif; color: #1f497d;">Thank you for contacting 101domain.  We’d like to apologize for any inconvenience you
are experiencing.
 In reviewing your account, this is what occurred:
 On Thursday May 22, 2014 you’ve submitted an order to
transfer in WCT.VG.
After less than 3 hours, we updated your ticket, as you
were asking about pre-registration, while .VG is not in pre-registration
phase:
Unfortunately, you waited for 4 days to reply back to
confirm it’s not pre-registration, but trying to transfer-in .VG domain
name.
We replied back after 7 hours, by generating an invoice
for the transfer operation.

You’ve paid for the invoice around 9PM on May 27th,
2014, and this has left a day and few hours before the expiration date
deadline or May 29th, 2014. 
Unfortunately, it was not possible to complete transfer operation
during one day, thus, domain name expired.

Although the domain name expired at your current
registrar, before transferring to our management, we went out of our way,
and contacted the registry in order to help you out, and in order not to
lose your domain name. We asked the registry if it’s possible to process
domain restoration for your domain name although we were not the registrar
of record.
The registry asked for few verification documents and
to pay for redemption charges. You provided those documents to us, however
you refused to pay the redemption fees.
 We tried our best here to help you out not to lose your domain
name. We contacted the registry searching for alternatives to help you out.
Furthermore, we provided a discount on the redemption fees, as we understood
that you were unable to transfer your domain name during the short 7 day period
given to by your old registrar, although it was not our problem to address.
 Being our client means a lot to us, and this is why we’d do
every possible way to help you out.
 With this being said, we’d like to offer the following
solutions:
 1.       We’ll
be happy to provide you with another discount on the already-discounted redemption
fees, and bring it from 99 USD down to 75 USD.
2.      2.  We’ll
be happy to waive the redemption fees if you decided to renew your domain name
for further 3 years.
3. 3.       We
can cancel your order and issue a full refund for you.
 
Please let us know how you’d like to proceed regarding this
issue.
 
Kind regards,
Legal & Compliance

I want to make customers aware that BY DEFAULT 101Domain auto renews your domain name. I've used 3 other domain resellers and they do not have auto renew on default. When my domain name was about to expire 2 months before, they send me a reminder email that went directly to the spam folder and never saw. A second email was sent by them a month after HOWEVER, the same time that email was sent my domain name was auto renewed 2 months in advance. I did not have the time to respond and they refused to refund my money. I believe this is bad practice and consumers who use 101Domain should be very careful.

Hello,
 
This issue was resolved with the client last week.
 
Thanks,
101domain, Inc.

Review: To whom it may concern,

I am the registered owner of a very valuable and desirable, short, three letter domain name.

On May 22, 2014, I received an email from [redacted] with a domain transfer code for my domain and a link to a list of accredited .vg registrars. On this list of "accredited" registrars was 101domain.com. The email also stated that I had 7 days to act on the transfer. I immediately visited the website for 101domain.com and proceeded to place an order to register my domain. I entered my credit card information and received a confirmation email stating that my order was created and was being processed. This email, dated May 22, 2014 informed me that the time to register my domain was approximately 24 to 48 hours.

After 24 hours, I logged into the site and saw my domain listed as "transfer in ready". I submitted a support ticket asking if I needed to do something to get the domain transferred. The response, late that night asked for more information. I responded on the next business day, May 27, 2014, stating that I was trying to transfer my domain per the email I had received and that the status was "transfer in ready".

In response, I received and email that an invoice had been created and a response to the help ticket stating that I needed to pay the invoice. The invoice stated that "if paid past the due date (which was "n/a") that I may be subject to a restoration fee of $150. Again, I responded promptly and paid the invoice the same day.

On June 4, 2014, I submitted yet another ticket inquiring about when I could expect my domain to be usable as it had been two weeks since my original order and it still wasn't working. The response the following day was that the domain was not active and the transfer was not possible. I voiced my displeasure with the service and after several messages and phone calls I was instructed to submit some documentation of my identity and prior ownership of the domain, which I did, again, very promptly.

On June 17, 2014 I received several emails stating that invoices had been created for $99 and $150 respectfully for "redemption fees". I checked the [redacted] database for the registry and saw that my domain had been transferred under the control of 101domain.com. As I had not been informed about any additional fees being assessed I called support and voiced my objection to being charged a redemption fee as a result of 101domain.com failing to process my order in a timely manner.

Since then I've been getting a runaround from 101domain and their support staff who have made all manner of excuses to blame me for the domain not being registered prior to expiration. I've been told that domain transfers take 2-4 weeks and "2 days" was not enough, despite the fact that (1) I placed the order 7 days before the transfer expired, (2) it was impossible to place the order 2-4 weeks ahead of expiration as the registry only allowed 7 days, and (3) as an "accredited registrar", they should have known exactly what the time restrictions were and should have been able to process the order in a timely fashion.

Furthermore, 101domain never informed me of a redemption fee, nor got my consent to transfer control of the domain to themselves contingent on me paying a redemption fee.

I could write this whole experience off as complete incompetence on the part of 101domain if not for the fact that after allowing my domain to expire, they went out of their way to transfer control of the domain to themselves prior to beginning the efforts to extort money from me to correct the very problem that they created. With the domain now under the control of 101domain, they will be able to seize control of the domain and auction it off for a profit if I refuse to pay the ransom they're demanding.

It's apparent that 101domain is scamming me in an attempt to rip me off through extortion after hijacking my domain. I've now exhausted my efforts to get 101domain to accept responsibility and waive the fees. I will now be sending this letter to [redacted], the California and Nevada Revdex.coms, [redacted] and other websites as I see fit.

I've contacted my credit card company to dispute the charges from 101domain and I'll be sending a registered letter to 101domain.com's corporate offices demanding that they CEASE AND DESIST any efforts to auction or release my domain for registration by other entities pending the outcome of the lawsuit that I will be filing this week.

I urge all parties to reconsider their relationship with 101domain and I urge [redacted] to remove 101domain as an "accredited" registrar as they're clearly either incompetent or scammers.Desired Settlement: 101domain should provide the service I originally paid for at no additional costs to me as a result of their failure to provide the service in a timely manner.

Business

Response:

Dear Mr. [redacted],

Thank you for contacting 101domain. We’d like to apologize for any inconvenience you

are experiencing.

In reviewing your account, this is what occurred:

On Thursday May 22, 2014 you’ve submitted an order to

transfer in WCT.VG.

After less than 3 hours, we updated your ticket, as you

were asking about pre-registration, while .VG is not in pre-registration

phase:

Unfortunately, you waited for 4 days to reply back to

confirm it’s not pre-registration, but trying to transfer-in .VG domain

name.

We replied back after 7 hours, by generating an invoice

for the transfer operation.

You’ve paid for the invoice around 9PM on May 27th,

2014, and this has left a day and few hours before the expiration date

deadline or May 29th, 2014.

Unfortunately, it was not possible to complete transfer operation

during one day, thus, domain name expired.

Although the domain name expired at your current

registrar, before transferring to our management, we went out of our way,

and contacted the registry in order to help you out, and in order not to

lose your domain name. We asked the registry if it’s possible to process

domain restoration for your domain name although we were not the registrar

of record.

The registry asked for few verification documents and

to pay for redemption charges. You provided those documents to us, however

you refused to pay the redemption fees.

We tried our best here to help you out not to lose your domain

name. We contacted the registry searching for alternatives to help you out.

Furthermore, we provided a discount on the redemption fees, as we understood

that you were unable to transfer your domain name during the short 7 day period

given to by your old registrar, although it was not our problem to address.

Being our client means a lot to us, and this is why we’d do

every possible way to help you out.

With this being said, we’d like to offer the following

solutions:

1. We’ll

be happy to provide you with another discount on the already-discounted redemption

fees, and bring it from 99 USD down to 75 USD.

2. 2. We’ll

be happy to waive the redemption fees if you decided to renew your domain name

for further 3 years.

3. 3. We

can cancel your order and issue a full refund for you.

Please let us know how you’d like to proceed regarding this

issue.

Kind regards,

Legal & Compliance

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

---------- Forwarded message ----------

From[redacted]

Date: Thu, Jul 10, 2014 at 9:17 AM

Subject: Re: [redacted]

To: [redacted]

Cc: [redacted]

101domain,

Thank you for your response. I'm still frustrated by your refusal to accept full responsibility for this problem. You're basically blaming me for your inaction because I put in a support ticket asking "What's the deal with this showing as a "pre-registration"? Do I have to do something to get the domain transferred?", as I was confused about why my domain appeared under the heading "Pre-reservations" when I logged into your site. Note that my first contact after placing the order clearly asked if I needed to "do something to get the domain transferred". Your claim that you the delay was my fault is completely without merit. I used your site to request the transfer & registration on the 22nd and I entered my credit card information during the "checkout" process. There is no reason you couldn't have proceeded with the order as originally requested. I shouldn't have had to put in a support ticket in order for you to send me an invoice to pay since the checkout process should have been sufficient. I've never encountered another registrar that requires a checkout process for the order, then a followup invoice that needs to be "paid" to accomplish the same thing that the checkout should have accomplished.

Review: Have previously had problems with 101Domain.com. The staff do not appear to know how to do their jobs.But my complaint today is that I am not getting replies to my request for support on a domain name transfer.The domain name is [redacted], and I am trying to transfer it to 101Domain.com. 101Domain.com says an authorization code is needed, when in fact it is not. They have also said the domain name is locked. But .co.za domain names are NOT locked.They will not answer my support tickets (see below) indicating that the transfer should not be held up.They have taken my money, but are not providing a service.The support ticket information you require is:[redacted] Open 18 Apr 2013 14:43 UTC 18 Apr 2013 14:43 UTC [redacted] Domain Transfer[redacted] Open 16 Apr 2013 15:05 UTC 16 Apr 2013 15:05 UTC [redacted] Domain Registration[redacted] Open 01 Apr 2013 17:48 UTC 01 Apr 2013 17:48 UTC [redacted] Domain TransferYou will see my first ticket was sent on 1st April, 2013. The response time should be no more than 72 hours (3 days).101Domain.com are a wretched company and will see no more of my business.Signed, [redacted].Desired Settlement: Complete refund of all money taken plus compensation for wasted time. I will accept $100 (inclusive of domain name refund).

Business

Response:

RE: ID [redacted]

The same problem happened to me, it is lack of respect for the consumer! How to leave the automatic renewal by default? The e-mail you sent were all to the spam box. Not recommend to anyone that company.

I want to make customers aware that BY DEFAULT 101Domain auto renews your domain name. I've used 3 other domain resellers and they do not have auto renew on default. When my domain name was about to expire 2 months before, they send me a reminder email that went directly to the spam folder and never saw. A second email was sent by them a month after HOWEVER, the same time that email was sent my domain name was auto renewed 2 months in advance. I did not have the time to respond and they refused to refund my money. I believe this is bad practice and consumers who use 101Domain should be very careful.

Review: I registered a domain with 101domain on the 10th of December, 2013. This was for the advertised price of 25.46 USD for two years. It was paid on the same day. Today, the 22nd of April, 2014, I received an invoice from 101domain.com with a balance due of 274.54 USD. When contacted I was told an error in their system had occurred and the domain should have been listed as $300 USD. And that it was a premium domain. There was nothing in the agreement about premium domains nor price adjustments. They told me if this was not paid in two days, the 24th that the domain would be put back up for availability.Desired Settlement: The domain should remain registered in my name under the agreement and agreed upon price, and the invoice should be rescinded.

Review: I purchased a domain name "[redacted] from 101 Domain on May 30th, 2012. I did not want to renew the domain and therefore turned off "auto-renew" in the settings on the control panel. On March 1st, 2013 I recieved the following email:

--------------------------------------------------------------------------------...⇄ Dear [redacted] / [redacted]:

Your domain name is expiring soon.

[redacted] will expire on 30 May 2013.

Auto-renew for this order is turned Off

If your domain is set to auto-renew, your credit card on file will be charged up to 60 days prior to expiration.

Please allow the due date to approach for your expiration date to be updated in our system. Certain extensions do not allow for advanced update of the expiration date.

Please renew your domain name at least 14 DAYS PRIOR to expiration to avoid an interruption in service. If you have already made payment, please disregard. If paid past the invoice due date, you may be subject to a restoration fee of up to $150 where applicable according to our terms & conditions.

--------------------------------------------------------------------------------...⇄ />
In the email it doesn't say that you must request a cancellation from 101 domain in order to not renew and not be charged fees.

I sent the following email to customer service:

--------------------------------------------------------------------------------...⇄ />
Hello,

I do not want to renew this domain name.

Thanks,

--

--------------------------------------------------------------------------------...⇄ />
However they are threatening to send a collection agency after me for not paying for this domain name even thought the domain auto-renew was turned off and the domain name is no longer active.

I shouldn't have to pay for a product that they didn't provide me and I didn't want.Desired Settlement: I am fine paying the renewal for the domain and then canceling it right away, I just think this is a really unfair policy to have to cancel a domain even thought I turned off auto-renew. Customer service could be a little more understanding when I contact them.

Business

Response:

To Whom It May Concern:

The .AT country code top level

domain (ccTLD) for Austria has very irregular renewal practices. They require

written notified of cancellation at least 30 days before the domain expiration

date.

Because you were not informed of

this stipulation, 101domain will not hold you responsible for any renewal fee.

However in order to cancel your domain, the .AT Registry requires a

signed cancellation from the registrant. We have sent this form to the email

address on file today: [redacted]

If you are receiving notices or

invoices from the .AT Registry or collection agency, kindly forward them to [redacted]

101domain, Inc.