A Small Orange, LLC

Greetings,We understand the concern and thank you for the feedbackWe offer support open hours a day so should any one require assistance they can obtain help, even with how to cancel your services at anytime.When a customer signs up and an account is created and checkout occurs, there is a disclaimer that shows in bold lettering that explains what your renewal rate will be and confirms the date of the next renewal date based on the package and billing cycle you choseThis is shown before you check the box to agree to the Terms of Service (*** *** *** ***), and Privacy Policy ***
Coupons or discounts are only valid towards the initial purchase, and do not affect the renewal or recurring price.For example:Introductory prices apply to the first termMoney-back guarantee applies to hosting and domain privacyAll plans and products automatically renew unless you cancel.Your plan renews [Date based on signup/creation date] @ $ [amount based on package chosen].Example: Your plan renews November 27th, @ $25.00.The renewal will be for the same term length and at the regular rates reflected in your Customer PortalThe payment method you provide today, or we have on file, will be used for renewals, unless you change it or cancelYou may cancel at any time by contacting customer support at https://chatserve.asmallorange.com.We appreciate the chance to comment on this matter and believe the issue is resolved, however if we can be of any further assistance, please let us know

Greetings,We sincerely appreciate the opportunity to confirm the refund was processed properlyWe reached out to our corporate accounting department to investigate this matter furtherThey worked with our payment processor and provided us with a copy of the Transaction Settlement Statement, confirming the Reference Transaction ID to be: ***, which was submitted and settled on 24-JUL-00:54:EDT in the amount of $USDThe refund was credited to a Visa card usedAll the information we have indicates the refund was sent from us, and received at the destination bank.We recommend that Mr*** provide the Reference Transaction ID and other settlement information to the bank which issued the Visa ending in ***Between the Reference Transaction ID, the settlement date, and amount, the bank should be able to use this information to track down the transaction, and determine what may have caused the delay in crediting Mr***' Visa account.If there is anything else we can assist with to further clarify the events which have transpired, please do not hesitate to ask, and we will gladly assist to the best of our ability

Complaint: ***
I am rejecting this response because:While ASO is correct in asserting that I have responsibility in managing the VPS, they are deferring blameIt turned out that the vast majority of the used-storage space that was making it impossible for me to downgrade was leftover from a migration that they had performedIE, there was a problem because they left many GB of temporary data on the server in a location that I could not see without using command line. And besides that, the VPS that I am paying for is currently broken (to my knowledge) in a way that they never have resolvedI used to have more than websites hosed with ASO on that VPSBut, the server failed to be able to permit WordPress to upload or edit filesFor several weeks I attempted to gain support from them to resolve THAT issueI just gave up and moved all of my sites to a new server, which was a major hardship. ASO submitting a dispute resolution message is entirely prematureAfter months of requesting support, two Revdex.com complaints, and one multi-day session complaining on Twitter, they have finally assisted me in resolving the issue of downgrading the VPS (which I have explained, is an issue that they created)I also requested a $refund, and they have not addressed that question at allI have lost dozens of hours of time as well, but do not seek to have that hardship compensated. It leads me to wonder if they are trying to close this Revdex.com complaint so they have a chance at ignoring my refund request.
Regards,
*** ***

Greetings,Please note that in Mr***' complaint he has not made any mention of separate charges, and did not list the full disputed amount he is now claimingIf there were multiple charges, this is information that should have been immediately provided to allow A Small Orange a chance to fully investigate, however Mr*** did not make it clear that he had only received one of two refunds he was looking for.We have also reviewed the account and do not have record of such a debit card being associated with this particular billing account, however we are glad to hear Mr*** has received a refund from his bankShould there be any remaining issues yet to receive attention, please let us know and we'll be more than happy to take another look

Greetings,We apologize for the frustration caused here as we do indeed provide refunds if cancellation is requested prior to renewal, even if payment was automatically madeWe will be speaking with the agent who replied to the ticket in order to ensure this does not occur again, and
appreciate Mr*** patience while this matter was correctedAt this time the renewal charge has been fully refunded but if we can be of any further assistance, please let us know and we'll be glad to help

Good Evening,We apologize for the delay here and have since been able to find the charge in questionThis was somewhat difficult at first as the charge was reported in Canadian dollars which was not matching what our system bills in (USD)At this time we have initiated a refund and re-invoiced the account Mr*** setup for his friend/clientWe have found that the card was saved on file when originally setup and has now been removed.If we can be of any further assistance with this matter, please let us know

Complaint: ***
I am rejecting this response because:
They finally acknowledged that they have not refunded me (or for some reason the refunds did not go through)Now they are asking for a PayPal email to issue the refund, although I had paid them with a credit card.I asked again for the refund to be processed through my credit cardI even offered a more current credit card if the one they have on file is too oldDo I have to have a PayPal account to get a refund for a payment that I made with a credit card? ...a refund that is way past due...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
I would like to also thank A Small Orange for resolving the matter in a tremendously timely, and professional matter
Regards,
*** ***

ASO Revdex.com Complaint # *** (Originally filed 5/26/2016) Greetings, First, we wish to sincerely apologize for the inattention in addressing this complaintWe see it's been neglected for just over a year and we deeply regret this oversight during our transition to new
managementWe appreciate the opportunity to address this complaint and provide reparation to our client. We understand that Mr*** made his purchase with us based on a perk where we provided a free domain registration with the purchase of an annual hosting packageAt one point in our company's history, we did offer this perk to customers; however, this offer has been discontinuedIf Mr*** feels he was not properly informed of the discontinuation of this offer, we are very sorry if we have let him downWe also understand he never received his first free year for one of the domains, although he did quality to receive it during that timeThe requirement was that the hosting package and domain registration be purchased together, in one transaction; however, it appears in this case only the hosting package was initially purchased during the time of sign-up, which explains why it was never applied in this instance. We understand Mr*** is requesting a free one year extension on each of the two domains ($value), plus a reimbursement of $for one of the domains, for the initial year he purchased a hosting package without claiming the free domainWhile generally, our terms of service would not allow us meet this request, we're happy to report that we'll gladly provide three free years of domain renewals (two for his first domain, and one for his second) as a one-time courtesy and gesture of goodwill. The ASO customer service management team has reached out to our client to confirm the details of these renewals, to ensure we are applying them to the proper domains and in the correct number of years for each domainTicket LVC*** was updated on August 8th, 2017, and we are currently awaiting Mr***'s replyWe hope to have this resolved very soon, and we're happy to continue this discussion though the ticket. We can see that Mr*** has been a loyal customer still, even after submitting this Revdex.com complaint over a year agoWe feel very lucky to have him as our customer and we appreciate the opportunity to continue serving himWe would like to encourage our client to reach out to us anytime if there are any other additional questions or concerns regarding this, or any other matterWe'll be very happy to assist!

Good Evening,We were sorry to hear about the charge on the card without notice and offer our apologies that the charge was not more immediately locatedWe'd like to assist in resolving this situation but unfortunately we were unable to find the e-mails Mr*** mentioned under the address
providedWe did notice an e-mail conversation from August where Mr*** mentioned helping a friend purchase an account, however we had asked for more information and did not receive a responseThe charges may relate to this account, but regardless, we'll be glad to help ensure a refund is provided and the appropriately account re-invoiced.We'll be giving Mr*** a call tomorrow to request more detail to ensure this matter is resolved and appreciate the chance to review the support provided

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
Neue', Helvetica, Arial, sans-serif; background-"> March 30, @ 10:AM We remain available to the customer to assist in any way possible

Good Evening,We understand that Ms*** was having trouble logging into her billing account during the early portion of the month of June We reviewed some of the live chat interactions she had and have discovered some possibilities of improving upon our support structureWe understand
how discontent she could have felt with the indefinite lack of access to her accountWe appreciate this being brought to our attention and sincerely apologize for the inconvenience caused by this incidentWe're happy to report that Ms*** was able to successfully regain access to her account sometime on or before June 21st, 2017.Regarding the pricing structure, there has been a global price increase that is impacting a portion of our customers, especially those on legacy packages, we no longer offer to new customersAnd while Ms***' account contains a hosting package that is affected by this increase, we're happy to report that we'll be grandfathering her into the legacy pricing, as one-time courtesy and gesture of goodwillWe can see that she has been a loyal ASO customer for four years and we are truly grateful to have her as our customer.At this time, our management team will be reaching out to her shortly to go over the specifics of the above mentioned gestureWe would also like to encourage Ms*** to reach out to us via the direct line of communication in ticket ***We will be happy to go over this or any other questions or concerns she may have

Good Evening,We appreciate the chance to review this experience and are sorry to hear Mr*** has chosen to cancel his accountAfter review, we have found that the account was suspended as the renewal invoice was not paid in full, so we understand the frustration caused by not receiving a refund
for a service that was no longer neededAt this time we have followed up with Mr*** to clarify the situation and see if we might continue on as the hosting providerShould Mr*** prefer, we have also offered a full refund of the recent payment.We will be watching for any updates on our offer but if we can be of any additional assistance with this matter, please let us know

Greetings,We apologize for the frustration caused here as we do indeed provide refunds if cancellation is requested prior to renewal, even if payment was automatically madeWe will be speaking with the agent who replied to the ticket in order to ensure this does not occur again, and appreciate Mr
*** patience while this matter was correctedAt this time the renewal charge has been fully refunded but if we can be of any further assistance, please let us know and we'll be glad to help

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to meI believe regulations need to be changed, if indeed this is an actual regulation, and not just the over extending diligence of the hosting companyWe have decided to transfer the domain to another hosting company and will no longer utilize this businesses services
Regards,
*** ***

I don't know how this company is in businessI believe they purposely mislead customers in several ways; here are some of the complaints:
1) Every time you call customer support, they make you use your support code, which is located on one pageThey can't look you up by website, address, name, etcOnly the support code
2) Your payment options are not easily found; in other words, on invoices, they don't show the last digits of the credit card that was billedWhen you view your payments, nothing is thereIt says "Credit card - recurring"
3) When you chat with customer service to cancel your account, they can'tThey direct you to a page where you have cancel yourselfBut when you go to the page, they ask you to call them before you cancel
4) All of their responses are cannedTheir customer service is terrible
5) I understand this is my fault, but I forgot to cancel my auto renewLife gets in the way and my email inbox gets flooded, so I must have missed the emailThey did not understand and as soon as my account was billed, I called them up to reverse the charge but they wouldn't do itThis is not illegal but it is bad business practice
6) Their ratings and reviews are filled with one star complaintsI really hope they get investigated at some point

Good Afternoon,After review of this complaint, we have found that the account had been canceled in October of this year, and there were no additional charges associated with the account found in our reviewWe reached out to open a line of communication with our customer and to let her know that the
account had already been canceled, however if we can be of any further assistance, please let us know

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 ***
***Good news! This is confirmation that a partial refund has been processed for Invoice Number ***The refund has been returned via the payment method you originally paid with.Large - *** (01/29/- 01/28/2017) $USDPromotional Code: ASO- 30.00% One Time Discount $-USDAddon (***) - Secure and Accelerate Your Site - Highly Recommended (01/29/- 01/28/2017) $USDAddon (***) - Site Backup: Daily Backups to the Cloud! (01/29/- 01/28/2017) $USD------------------------------------------------------Sub Total: $USDCredit: $USDTotal: $USDAmount Refunded: $-USDTransaction Number: ***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,Thank you for the opportunity to address Ms***-*** concerns:We regret that Ms***-*** experience with A Small Orange was not in a positive lightUnfortunately, we found that there were additional delays encountered with her requests due to the impact that
Hurricane Harvey had on our Houston based employeesOur Management Team is aware of both concerns with ticket response times as well as with Live Chat and has taken several internal initiatives to alleviated these concerns progressing forward. A Small Orange has focused its resources on making the Live Chat experience to be a simple, easy to use avenue to have issues addressedIf an agent is unable to address an issue directly or it requires in depth investigation or review, a ticket would then be created to have our Senior Administrators work to resolve the issue as promptly as possible. We regret that Ms***-*** experience was not pleasant and we will be reviewing the related interactions so that we may prevent future negative experiencesWe also appreciate the provided suggestions on improving our Live Support.As the related hosting account was not officially canceled, the renewal charge was processed with the method of payment on file to prevent any unnecessary interruptions in service due to a unpaid invoiceAs Ms***-*** has requested a desire to discontinue service, we have escalated her related ticket and a full refund will be provided. We would like to thank you once again for the opportunity to address this matter and offer our apologies for the delays that have occurred

Good Afternoon,We were sorry to hear that Ms*** has had trouble receiving a response on this matter, but appreciate the opportunity to help resolve the situation.After review, we have found that Ms*** submitted a cancellation request and was informed that her account qualified for a refund via
creditWe understand Ms*** had no use for this credit, and have since refunded the amount.Hopefully, this has resolved the issue for Ms***, however if she still requires any additional assistance, please let us know and we'll be more than happy to help