A Small Orange, LLC

Greetings,Unfortunately the hosting business experiences a high level of online fraud through unauthorized credit card usage, so to help ensure all purchases are legitimate, we have a strict set of checks in place to confirm all purchases are legitimateWe offer our apologies that Mr [redacted] order did not meet our guidelines, and have reached out to check if any assistance is still neededA full refund has been provided, and if we can be of further assistance, please let us know

Hello,We are sorry to hear about the issues experienced by Mr [redacted] We would also like to thank them for bringing these concerns to our attention.Our management team has had the opportunity to discuss these concerns with Mr [redacted] and a full refund of the amount paid was issued directly to Mr [redacted] 's PayPal accountUnfortunately we would not be able to accommodate an additional refund of $to cover the fee that was assessed by PayPalA Small Orange can only provide refunds of payments and fees assessed by us and would not be able to refund more than what was paid to usUnfortunately due to the age of the payment we were unable to process a refund directly back to the method of payment that was used which is why the refund had to be issued manually via PayPal.If Mr [redacted] has any other questions or concerns related to this we invite them to reply back to the recent email communication that our management team has sent to him

Good Evening, We were very sorry to hear of this experience and of course understand Mr [redacted] concerns on the timeliness of delivery and support on the serverAlthough we see the server was provisioned in November, we see login issues continued and Mr [redacted] was unable to access the serverAs such, we have authorized a full refund of his payment totaling $Unfortunately our initial attempt to refund the payment has failed, so we are following up with Mr [redacted] to explain the situation and to confirm that if we are unable to refund the card directly, that a refund will be offered via [redacted] or checkWe appreciate Mr [redacted] bringing this experience to our attention and offer our apologies once more for the delay in receiving assistance with the serverOur management has been very aware that our response times have not been meeting either our or our customer's expectations and we continue to work to bring wait times downIn addition, we will be reviewing the delays on provisioning of the server requested as this is typically completed much quicker Again, we will be in touch with Mr [redacted] shortly to ensure his funds are returned and will offer our assistance if we can help in any other way

Greetings,We are very sorry to hear that Mr [redacted] has been having issues with his account recentlyLooking into the issue we were not able to find a cancellation request prior to the one submitted on July 12^th^We have gone ahead and transferred the payment that was recently made for his old package that he submitted his cancellation request for to his newer package brining that Clementine onlineWe have ensured that the older package that Mr [redacted] wished to cancel was terminated and would no longer renew.Our management team has reached out to Mr [redacted] via his cancellation ticket to inform him of the fact that his request to have the payment transferred was completed and the newer package is onlineWe thank Mr [redacted] for bringing this matter to our attention and for the opportunity to work with him to bring his hosting back onlineWe also apologize for any inconvenience that this situation might have caused for him

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to me They cancelled my web hosting with them, yet there is no guarantee that the domain name in question (fast-way-to-lose-weight.org) was cancelledI don't trust them for the simple reason that they don't know what they're doing I want this complaint active until July 3, when the current domain mentioned actually expiresIf it not renewed (I don't want it renewed), then I will notify youIf it is renewed and charged for it, I will contactIn other words, I will contact you July no matter what the mentioned results might be.They have no concept of what good customer service is and to keep irritating me with their misconceptions really makes me more mad.I have also complained to the Texas Attorney General's Office.My aim, at this point, is to help other customers or potential customers know of their practices Regards, [redacted]

To Whom It May Concern,We respond as follows to this complaint.On September 5th, 2012, Ms [redacted] signed up for a "***" Hosting package with usIt has been active ever since that dateWe received her official cancellation request on August 16th, in ticket [redacted] That ticket has been processed and the package is now officially cancelled as of August 24thWe're happy to report that he credit card was not charged for this hosting package and we're confident if she checks with her bank, she'll be able to confirm there is no $charge withdrawn over the past six months.We regret to see Ms [redacted] leave A Small Orange, but we wish her all the best in her future hosting endeavors

Greetings,After review of the refund, we have found that the automated refund service failed as part of the invoice had been paid with account creditWe have since had a chance to manually process the refund as of March 23, Typically we see that refunds take anywhere from a few days up to week depending on the bank or financial institution, but if the refund is not showing as available within the account balance by the end of this time frame, please let us know and we'll be glad to check the status

Complaint: [redacted] I am rejecting this response because:I can't provide the transaction ID, because A SMALL ORANGE does not provide that information on their transaction.A SMALL ORANGE charged one card, ending in [redacted] $on 7/and then credited $the same day-- But A SMALL ORANGE charged another card, ending in [redacted] for $on 7/That is the charge I am disputingI have since disputed the charges with my bank, and the bank has credited back the money that A SMALL ORANGE stole from me.A SMALL ORANGE business practices are shady to say the very leastTheir customer service is virtually non-existent, and I have to resort to filing disputes with my bank and claims with the Revdex.com before I can get any sort of action taken Regards, [redacted] ***

Good Evening,We wish to thank MrM for providing a detailed account of the incidents he encountered over the past few months and for the feedback about his live support interactionsWhile we strive to provide the best service and support possible, we sincerely apologize if we have let MrM down in any of those regards.We are deeply saddened to hear of how our recent removal of live phone support has impacted himWe can understand how verbal communication could be preferred over live, text based, chatPlease know that the decision to remove phone support did not come lightly; however, in the long run it does not serve as a decline to our overall business operations, whatsoeverThis move is allowing us to divert more resources to improve other vital areas of our business, such as our live chat experience and increasing the overall stability of our sever infrastructureThese improvements are only to enrich the total customer experience.We are also very disheartened learn of the access issues MrM had with his server and are further saddened that this led to him seeking another service providerWe are very sorry that we are losing our client of over three yearsHowever, we humbly respect his decision and do wish him all the best!We're happy to report we have approved MrM's request of a prorated refund in the full amount he is seeking, $USDCurrently his hosting package still remains active at this time and we will need MrM to submit a formal cancellation request in order to have the refund processedOur management team has reached out to our client in ticket [redacted] in regards to this task and have provided the necessary instructions to move forwardWe'll keep a close eye on the ticket and be sure to follow up appropriately.As always, we encourage MrM to reply to the ticket, or reach out to us directly if he has any further issues, questions or concerns regarding this, or any other matter and we'll be very happy to help

Complaint: [redacted] I am rejecting this response because:You promised to be back in touch on the next business day which was Monday, 03/13/Today is Friday, 03/17/and I have not been contacyed as promised and my money has not been refunded Additionally, all of the $was charged directly to my debit card and no credits were used as you erronously indicate in your response I can be reached at [redacted] anytime of the dayPlease make a full refund of my money as promised Regards, [redacted]

We do apologize for the delays the customer experienced when cancelling his account We opened a dialog with the customer to accomplish his goals His account and domain was cancelled per his request on March 30, @ 10:AM We remain available to the customer to assist in any way possible

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11142777, and find that this resolution is satisfactory to meFrom: [redacted] Sent: Thursday, February 18, 3:PMTo: [redacted] Subject: [redacted] : Resolved I'm writing to you informing you that complaint ID " [redacted] " has been resolved Regards, [redacted] ***

Good Afternoon,On June 26th, 2017, a payment was sent to us from Ms [redacted] ' PayPal account in the disputed amount of $111.95, that would have paid the annual renewal fee of a hosting package she purchased one year priorWe can understand how much of a surprise this must have been, as she did formally and properly cancel the hosting package in March of this year and we have not generated any new invoices since then.As we did not request this payment, it appears that PayPal sent it to us as part of an annual payment subscription configured within Ms [redacted] ' PayPal accountUnfortunately, this is not something that we have control overHowever, as of July 6th, 2017, we're happy to report that we have refunded the Payment, in full! But please note, it is vital that Ms [redacted] logs into her PayPal account and cancel the subscription, or else PayPal will send us this payment again, next year.Our management team has opened a direct line of communication with Ms [redacted] in ticket [redacted] to reiterate the above and to address any additional questions or concerns she may have about this, or any other matterWe encourage her to reach out to us anytime and we'll be very happy to assist her.We wish thank you for bringing this matter to our attention and allowing us the opportunity to address this issue

Good Evening,We were very sorry to hear of this experience and of course understand Mr [redacted] concerns on the timeliness of delivery and support on the serverAlthough we see the server was provisioned in November, we see login issues continued and Mr [redacted] was unable to access the server As such, we have authorized a full refund of his payment totaling $Unfortunately our initial attempt to refund the payment has failed, so we are following up with Mr [redacted] to explain the situation and to confirm that if we are unable to refund the card directly, that a refund will be offered via [redacted] or check.We appreciate Mr [redacted] bringing this experience to our attention and offer our apologies once more for the delay in receiving assistance with the serverOur management has been very aware that our response times have not been meeting either our or our customer's expectations and we continue to work to bring wait times downIn addition, we will be reviewing the delays on provisioning of the server requested as this is typically completed much quickerAgain, we will be in touch with Mr [redacted] shortly to ensure his funds are returned and will offer our assistance if we can help in any other way

Greetings,We are always sorry to hear of customer's troubles with malware, however when we find an infected account, we must take immediate action to help prevent further damage to the customer's files, potential visitors to the site, as well as the IP reputation of our serversHaving said that, we do see there was a serious delay in responding to the related ticket as we recently have been working through a large amount of ticketsWe continue to work on addressing longer waits through staffing as well as efficiency improvements in hopes of preventing similar experiences moving forwardWe have since worked to unsuspend the websiteWe have not heard back on the related ticket but if we can be of further assistance with this matter, please let us know

Complaint: [redacted] I am rejecting this response because:Another portion of the complaint was that they were going to charge my credit card I told them NOT charge it, but they recently went ahead, against my will, and charged my card.I left their company due to the myriad of problems they caused and wasted time Now I have asked them to refund my card and I am awaiting their response Regards, Anonymous

Good Evening,We understand the situation is frustrating, but as a hosting company, we cannot validate any contracts made between the owner of the account and the owner of the companyUnfortunately disputes can occur between the two parties and we do not have access to validate whether contracts were properly transferred or fulfilledSimilarly, one party can own the domain or be listed as the contact, while the hosting account is under different ownership and may contain data relating to other websitesRegrettably this means that the WHOIS information noted in the rejection would not be considered sufficient evidence of ownership of the hosting account and files.At this time we will require a court order that clarifies the true owner of the account's filesOnce we receive this documentation, we will gladly transfer ownership of the account

We are sorry for the experience the customer had with A Small Orange, LLC Customer was refunded (for refundable items) on 05/12/10:17:Hi [redacted] ***Good news! This is confirmation that a partial refund has been processed for Invoice Number [redacted] The refund has been returned via the payment method you originally paid with.Large - [redacted] (01/29/- 01/28/2017) $USDPromotional Code: ASO- 30.00% One Time Discount $-USDAddon ( [redacted] ) - Secure and Accelerate Your Site - Highly Recommended (01/29/- 01/28/2017) $USDAddon ( [redacted] ) - Site Backup: Daily Backups to the Cloud! (01/29/- 01/28/2017) $USD------------------------------------------------------Sub Total: $USDCredit: $USDTotal: $USDAmount Refunded: $-USDTransaction Number: [redacted] Balance Remaining: $USDYou may review your invoice history at any time by logging in to our Support and Account Center: https://customers.asmallorange.com/clientarea.phpHave a great day.All the best,Billing DepartmentA Small Orange

Good Evening,We were sorry to hear of the misunderstanding regarding our terms of service and would be glad to clarifySpecifically it seems there is an impression that our terms of service start over with every billing cycleWhile we can understand how this may have been assumed by the language, please consider that we offer a day money back guarantee which is simply to ensure our customers like the service once its been purchasedThis day money back guarantee does not start over with each renewal of the hosting servicePlease consider that we offer monthly to annual billing cycles so this would mean a customer on the monthly billing cycle would technically be able to request a refund whenever they desired, which is not a sustainable practiceRegardless, as the amount is low, we are happy to provide a refund of the credit and have reached out to request the related [redacted] e-mail address in order to send a paymentWe hope this resolves the concerns raised but if we can be of further assistance, please let us know

Good Evening,Mr [redacted] has been a customer with us for just over one year and we truly value his businessWe also appreciate him bringing this issue to our attention, as we are thankful for opportunities to improve our service and supportOur management team was able to piece together what happened, resulting in a unique case with several circumstances that caused confusion and led to his frustrationPlease allow us to clarify the occurrences of this case.On June 23rd, 2017, Mr [redacted] paid his day overdue invoice (due May 1st)And while it is preferable that the June 1st invoice should have also been shown outstanding at the time he paid on June 23rd, our billing system software has a limitation that prevents overdue invoices from staking up togetherSo instead, the system must wait hours after payment before generating the next overdue invoice, which occurred in this case on June 24thSo just one day after making a payment, Mr [redacted] was kind enough to log back into the system and pay the new invoice as wellThen, the following day, June 25th, was coincidentally the precise day that the July 1st due invoice would be generated, and so it wasWe can understand how confusing and inconvenient it is to be asked to pay three invoices within a three day spanWe sincerely apologize for the inconvenience and confusionAnd while our billing system software is widely used in the industry, and is know to have this strange configuration, our management team will investigate ways to see if modifications can be made to prevent the delayed queuing of invoices when they are over one month past due.At this time, our management team has also reached out to Mr [redacted] and opened up a direct line of communication to help provide clarity to how this situation played outWe're also happy to report we have given our client two months of free hosting, as a one-time courtesy and gesture of goodwill, which is more than double the value of his desired settlementWe hope he'll find that agreeable and we encourage him to reach out to us directly, to continue this discussion or to address any other concerns he may haveWe are at his service.We wish to thank Mr [redacted] for reaching out to us via the Revdex.com and appreciate the opportunity to assist him