A Small Orange, LLC

Good Evening,A Small Orange thanks Mr*** for their response to this Revdex.com caseWe previously established an escalated line of contact between our Customer Service team and Mr*** to help with resolving these requests, though we are sorry to hear that Mr*** feels their requests are being ignoredWe provided an update to this ticket on October 29th but have not received any response back with new concernsWe will send another update to this ticket to follow up and invite Mr*** to reply back if there is anything further we may do since our last update.Mr*** is always welcome to reply back to this ticket with any requests or issues and we will do everything we can to assist

Complaint: ***
I am rejecting this response because:Hi there, Below is a complaint I filed and the response I received, the file was to be closed in days as the offer of resolution was satisfactory by A Small Orange LLCHowever, the exact same issue aroseThey promised to reimburse when the Revdex.com contacted them, and they have done nothing since Sept26/
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
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Though we disagree on the location of the cancellation button, they still "auto billed" me without authorization
Regards,
*** ***

Good Evening,We thank Ms*** for her reply and additional feedbackIf we overlooked her request to not charge her credit card, we sincerely apologize for the oversightWe can confirm that she did reply to our management ticket on July 6th expressing her clear intentions to not renew our service, turning down our gestures of compensation and requesting a full refund for the recent charge.While our terms of service does not allow us to provide a refund for accounts older than days, we're happy to report we will provide a refund of her recent charge as a gesture of goodwillHowever, we please need Ms*** to cancel the account by July 19thOur management team has already informed Ms*** of this news in ticket *** on July 7th, though we never heard back from herWe followed up again on July 11th and July 14th, and still we have yet to hear back from our client, nor has she submitted the formal cancellation request, as instructed in the ticketFurthermore, our management team attempted to call our client at the phone number she provided on her billing account; unfortunately, it went straight to voicemailWe left a message and kindly asked her to reply to the ticket so that we can move forward with her requested resolution.We hope Ms*** is doing well and we look forward to hearing back from herOnce we have the cancellation request on file, we'll happily oblige with providing the refundThank you for your time and have a great weekend!

Mr*** experience delays in getting his issue resolved We understand how frustrating this can be and we apologize for this profusely
We reached out to Mr*** via telephone on February 16th at his request and developed a plan of action for him to reach his desired
resolution for his servers This was accomplished on February 19th but some issues lingered They were addressed by technical support staff over February 21st and 22nd and resolved.Mr***'s legacy virtual private server was canceled on Monday February 22nd, and a prorated account credit was placed on his account which will be applied before any payment instrument is encumbered for future purchasesWe are truly sorry for the difficulties Mr*** has faced and remain ready to assist him in any way possible

Greetings,At this time we have been able to manually process one of the two payments in question but unfortunately the second payment is too old to refund as payment processors do not allow refunds for an unlimited time frameSimilarly, unfortunately funds cannot be sent to a separate credit card in way monies can be sent to a PayPal accountWe have reached out to provide further clarification on this, and if the remaining $would be preferred via check, rather than PayPal, we will be glad to offer to send a check. We will continue to work until the amounts are refunded and appreciate the understanding on the constraints of credit card payments and refunds

Good Afternoon, We respond as follows to this complaintOn April 7th, 2017, Mr*** submitted a cancellation request for his hosting package that was scheduled to renew on April 22ndWhile our terms of service does not typically allow us to provide a refund for the renewal charge that had
already taken place, we're happy to report we have approved it as a one-time courtesy and gesture of goodwillOur attempt to refund the $charge on April 7th appeared to have gone through successfully, however and unfortunately, the refund did not follow through with our banking institution and we deeply regret this oversightAfter investigating, we discovered that the credit card on file was removed from our billing system the same day, which suggests why the refund did not finalizeOn April 26th and May 2nd, we asked Mr*** to provide a PayPal email address so that we can process the refund manuallyWhile attempts were made by Mr*** to send us the address on May 2nd, 4th, 7th and 8th, each time the message did not specify a specific PayPal email accountWe understand that he did not intend this and we're very sorry for the delays it causedOn May 10th, while still waiting for the PayPal email address to be provided, we took the liberty of having our most senior billing specialist revisit the failed refund attemptWe're delighted to inform all parties that we were able to submit the refund back to the original payment source, and therefore PayPal is no longer necessary! We please ask to allow up to seven days for the banking institution to return the funds directly back to our clients accountWe also updated his ticket with this information, including the refund transaction IDAt this point, we believe this issue is now resolvedWe wish to thank Mr*** for his understanding and cooperation during this incidentAs always, we encourage him to contact us if there are any questions or concerns regarding this matter and we'll be very happy to address them

Hello,We are sorry to hear about the issues and concerns Mr*** has experiencedWe would also like to thank them for bringing these concerns to our attentionOur management team has had the opportunity to speak with Mr*** on the phone to resolve their concerns todayAt this time
we have processed the cancellation of the VPS hosting package and issued a full refund of the initial paymentWe have also corrected the renewal date of their Medium Shared hosting package due to the renewal date not updating when they had paid an early renewal invoice at a discounted rateOnce again we do apologize to Mr*** for the frustrations experiencedOur management team has established a direct line of communication with themWe invite Mr*** to reply back to our recent email communication if any further assistance is required and we will be glad to continue to work with them

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
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
cellspacing="1" cellpadding="3" " margin: 0px 0px 10px; padding: 0px border-spacing: 1px;">
[redacted]
04/29/05/19/-
$USD
Credit Card (Recurring)
Cancelled
Should the customer require any further assistance we are more than happy to help where we can

Complaint: [redacted]
I am rejecting this response because:A PayPal policy is irrelevant. Why 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 check. Stop hiding behind Paypal as if it is the problem.I don't understand what is so hard about this. You have money in your bank account that belongs to me. I don't want to do with business with you. Return my money. 
Regards,
[redacted]

Good Evening,We were sorry to hear that [redacted] had trouble finding the cancellation option within the billing account, however it is not our intention to hide this button. The button to request cancellation is made large and visible, and is available directly within the customer's account within a...

page that is also used to access the account.We have found that [redacted] was able to submit the cancellation request and confirm that the cancellation is complete, meaning no additional charges will be processed. If we can be of any additional assistance, please let us know.

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 Revdex.com 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]

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. They sent me the $30 I requested via Paypal.
Regards,
[redacted]

Good Evening,Mr. [redacted] has been a customer with us for just over one year and we truly value his business. We also appreciate him bringing this issue to our attention, as we are thankful for opportunities to improve our service and support. Our management team was able to piece together what...

happened, resulting in a unique case with several circumstances that caused confusion and led to his frustration. Please allow us to clarify the occurrences of this case.On June 23rd, 2017, Mr. [redacted] paid his 54 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 together. So instead, the system must wait 24 hours after payment before generating the next overdue invoice, which occurred in this case on June 24th. So just one day after making a payment, Mr. [redacted] was kind enough to log back into the system and pay the new invoice as well. Then, the following day, June 25th, was coincidentally the precise day that the July 1st due invoice would be generated, and so it was. We can understand how confusing and inconvenient it is to be asked to pay three invoices within a three day span. We sincerely apologize for the inconvenience and confusion. And 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 out. We'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 settlement. We 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 have. We 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.

Complaint: [redacted]
I am rejecting this response because:ASmallOrange takes no responsibility for providing absolutely no customer service whatsoever. Then when they are called out for their complete lack of service and support and obviously complete incompetence, they continue to blame the customer.A simple apology and assurance that my money is back in my back account will suffice. I will continue to reject these until that is satisfied.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I read the response that A Small Orange posted to Revdex.com. They mentioned that they would be calling me but as has been the case up to this point, they have proven to be less than reliable. Nobody has called me nor have they emailed. 
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 processed. We've also initiated a refund for the recent renewal as we have confirmed it...

was requested prior to the renewal date. We 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.

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]