A Small Orange, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:The refund has not been reversed with my bank, in fact the bank has no record of any attempt for the charges to be reversed. I have made several attempts to work this out with ASmallOrange with absolutely no success. I've asked on several occasions to have this issue resolved and none of the "online chat representatives" were helpful at all. One representative escalated the issue and received no response. Only until I filed a BBB report and reversed the charges with my bank has ASmallOrange decided to contact me.This matter is not resolved until I have my $86.00 returned to me and a written statement from ASmallOrange that they've deleted my account and will no longer make further attempts to debit my bank accounts.Fix the problem ASmallOrange, quit stalling, quit making excuses, fix the problem. Regards, [redacted] ***

Greetings,We were sorry to hear there has been a delay in receiving the previous refund and have contacted our banking representative in order to open an investigation into why our system is showing the refund as processedWe've also initiated a refund for the recent renewal as we have confirmed it was requested prior to the renewal dateWe have opened a line of communication with our customer in order to provide further updates on the situation and hope to have more information shortly

Complaint: [redacted] I am rejecting this response because:I read the response that A Small Orange posted to Revdex.comThey mentioned that they would be calling me but as has been the case up to this point, they have proven to be less than reliableNobody has called me nor have they emailed Regards, [redacted]

We are sorry for the difficulty the customer has faced. We have removed all billable items from the customer's account and no further invoices will be issued. The most recent invoice for $36.00 has been cancelled. cellspacing="1" cellpadding="3" [redacted] 04/29/2016 05/19/2016 - $36.00 USD Credit Card (Recurring) Cancelled Should the customer require any further assistance we are more than happy to help where we can.

The amount of downtime on these servers is completely ridiculousThey are NOT a reliable host, and the "uptime guarantee" doesn't apply to the VPSThe VPS uptime is well below the "guarantee"When I started using ASO they built their reputation on great customer serviceNow you can only get in touch through chat, which doesn't work on mobileNo phone numberFor a company that you "trust" to run your hosting, being able to get in touch immediately when there are issues is pretty importantThe accessibility of customer service has declined as their service has become more unreliableAvoid at all costsI am planning to switch as soon as I have time to transfer all of my websites

We are truly sorry for the difficulty the customer has experienced Our Terms of Service (located here: https://asmallorange.com/legal/terms/) clearly outline the recourse that a customer has for issues regarding uptime on their products In section 14, subsection 14.1, it clearly defines the method, amounts and products our Uptime Guarantee applies toUptime GuaranteeA Small Orange guarantees that your website and services that directly affect its display to the Internet (such as HTTP or MySQL) will be accessible 99.9% of the time in any given calendar monthIf A Small Orange fails to meet its uptime guarantee, you will be issued a credit equivalent to one (1) day of service per forty five (45) minutes downtimeThe first minutes (or 0.1%) of downtime per month are not counted towards any credit and the maximum credit available is one (1) month of serviceThis clause does not apply to subscribers of Virtual Private Servers ("VPS"), Cloud Hosting, Semi-Dedicated, or Dedicated Server packages.This limits the total credit given to one (1) month of hosting and this guarantee does not apply to VPS, Cloud Hosting, Semi-dedicated or Dedicated packages The customer agreed to these Terms of Service upon account initiation.The customer has two VPS (Virtual Private Servers) products Going outside of our established policy, recognizing the difficulty the customer faced, we provided two (2) months of hosting credit per VPS for a total of four (4) months total hosting.We are more than happy to work with the customer for any issue that may arise moving forward

Hello, We would like apologize sincerely for the delay as well as bringing this to our immediate attentionWe found that the refund that was provided after this concern was initially raised did not properly processWe are investigating the exact cause so that future instances can be preventedAt this time, we have ensured that the refund has been processed completely and Ms [redacted] - [redacted] has been sent an email regarding both the refund completion to the method of payment utilized as well as an outreach from our Management Team providing an apologyWe thank you for your again for allowing us the opportunity to address this matter

Complaint: ***
I am rejecting this response because: We have given proof that *** *** is the owner, and not *** ***They refuse to accept this fact*** *** is the registered owner of the domain, ***, that this website content is associated withSimply because she did not open the account should not negate this factShe is the owner, and should be given access to the site
Regards,
*** ***

We are sorry for the difficulty the customer has faced We have removed all billable items from the customer's account and no further invoices will be issued The most recent invoice for $has been cancelled
***04/29/201605/19/2016-$USDCredit Card
(Recurring)Cancelled Should the customer require any further assistance we are more than happy to help where we can

Greetings,We see that Mr*** has been a long time patron of A Small Orange and is considered a valued customer We appreciate that this issue was brought to our attention and allowing us the opportunity to rectify the concerns within this complaint.Regrettably we have found that due to an
unusual provisioning error, the VPS hosting package that Mr*** ordered on July 11th was not set up in a timely manner We can understand how this delay can cause an undesirable inconvenience and we sincerely apologize for the position this put our client in While we are saddened to learn that Mr*** went on to find another host, we fully respect his decision to do what is best for his hosting needs.We're happy to report we have provided a full refund in the amount of Mr*** desired settlement, as of July 20th, We please ask to allow the financial institution up to seven business days for the funds to be returned back to the original payment source We wish to thank Mr*** and the Revdex.com for informing us of this issue and we hope you find this resolution satisfactory Our management team has reached out to our client and we encourage him to reply back anytime, to discuss this or any other matter

Complaint: ***
I am rejecting this response because:
A PayPal policy is irrelevantWhy does PayPal have any say in a company's decision to refund a credit balance?
If PayPal does not provide an online mechanism for the refund because the transaction is too old, then write a checkStop hiding behind Paypal as if it is the problemI don't understand what is so hard about thisYou have money in your bank account that belongs to meI don't want to do with business with youReturn my money.
Regards,
*** ***

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 me
From: *** *** *** Sent: Thursday, February 18, 3:PM To: *** ***
Subject: *** *** : ResolvedI'm writing to you informing you that complaint ID "***" has been resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Hi ***, Thank you once again for your assistance, I’m happy to report the refund was deposited in my PayPal account this eveningI’m satisfied with the resolution to this complaintI appreciate the assistance of the Revdex.com in pursuing this escalated matter. Kindest regards, *** ***-***

Greetings,Thank you again for allowing us to address Mr*** concerns.On September 14th we had expedited his migration requestUpon the ticket being expedited, the migration process had begun and our Administrators informed Mr*** would be updated as often as necessary. A little over
two hours later we had informed Mr*** that he will be required to either upgrade his account or downsize his content, as his current content, and cPanel restoration, requires more space than what's allowed with his current plan. Mr*** has since not responded or taken any action.Again, we greatly appreciate the time and opportunity to address this matter. If Mr*** reaches out to us for any assistance, we will assist as quickly and as efficiently as possible

Greetings,We appreciate the chance to review this situation and do agree our policies and procedures have been made more clear during the live chatAs such, its certainly no problem to refund the recent renewal costs and we've followed up with Mr*** to inform him the recent charge
has been reversedWe've also ensured that the service is canceled so no further charges will be made.We hope this helps resolve all issues but if we can be of any further assistance, please let us know and we'll be glad to help

Greetings,We are sorry to hear of the frustrating time while attempting to gain ownership of the account, however we do have security policies in place to ensure that no data is compromised or released without authorizationIf the original account owner is no longer available, we request a court
order that establishes ownership of the dataWe understand this is not a convenient process, and appreciate the understanding that we cannot validate transitions in ownership without the consent of the original account owner or through a legal ruling

Complaint: ***
I am rejecting this response because: The company is protecting it's porn site that is still spamming me and our kidsHad this been any other business it would have been shut down for AUP
Regards,
*** ***

We are sorry for the difficulty the customer has faced We reached out to the customer May 11, @ 2:PM asking for a PayPal address so that we can directly refund the customer his money While this is outside of ours and PayPal's policy we look forward to completing this transaction We have yet to receive a reply to that email Once we do we will refund the money the customer has indicated

Complaint: ***
I am rejecting this response because: We cancelled service due to poor customer service
Regards,
*** ***