A Small Orange, LLC

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] $86.00 on 7/24 and then credited $86.00 the same day. -- But A SMALL ORANGE charged another card, ending in [redacted] for $86.00 on 7/22. That is the charge I am disputing. I 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 least. Their 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]

Greetings, We apologize for any frustrations related to our order verification policy and appreciate the chance to clarify some of the information provided. If account verification is not completed we do not require a photo ID to be sent in to have the order canceled and the invoice refunded. The...

reason for these verification procedures is to help prevent fraudulent sign ups. Unfortunately there is a high level of fraud involved in the hosting industry meaning malicious individuals use stolen credit cards to purchase accounts and either send spam or host malware. This is not to say that we believed Ms. [redacted] had any negative intentions for her account, as we do often randomly request verification on orders to ensure quality control of this protection. Additionally, we are not interested in keeping photo ID information on file, as we simply use the ID to validate the order. After the verification process is completed, the ID will be permanently deleted from our system. Since this order has not been validated, we have automatically issued a refund for the payment in the amount of $7.00 USD. We have attempted to review all related conversations regarding this account, and have not found that contradicting information was provided by any of our employees, however if that did occur, we offer our apologies. At this time believe the refund has fully resolved the concerns raised, however if Ms. [redacted] has any further concerns please feel free to reach out to the management team through the ticket RDK-[redacted] and we'll be glad 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, 03/13/2017. Today is Friday, 03/17/2017 and I have not been contacyed as promised and my money has not been refunded.  Additionally, all of the $65.00 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 day. Please make a full refund of my money as promised. 
Regards,
[redacted]

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 server. Although 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 $870.00. 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 server. Our 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 down. In 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.

To whom it may concern.We respond to this complaint as follows.On April 2nd, 2017, our billing system records show we notified Mr. [redacted] of his annual renewal and that he would be billed $180.00. We understand he attempted to log into the billing system to cancel the service before the official...

renewal on April 22nd. We sincerely apologize for the errors displaying when attempting to log into the billing system at customers.site5.com. This was an issue that a small random percentage of our customers faced after our billing system upgrade in the Fall of 2016. We see that Mr. [redacted] reached out to us in Live chat on April 7th to rectify the error. Unfortunately, during the chat, he was told to email [redacted] and we deeply regret the agent was unaware that email ticket submission was disabled a short time ago. We also identified other opportunities of improvement during this chat interaction and we'll be reviewing these sessions thoroughly to better improve our support structure.We see that the cancellation was submitted on April 10th, 2017, roughly three days after the charge of the renewal. And while our terms of service does not allow us to provide a refund for a cancellation request submitted after the payment is drafted, we're happy to report we have fully refunded the payment of $180.00 USD back to Mr. [redacted] as a one-time courtesy and gesture of goodwill. The refund was submitted on April 19th and we please ask to allow the bank or financial institution up to seven business days for the funds to be returned. If there are any questions or concerns regarding this, we encourage Mr. [redacted] to contact us anytime and we'll be very happy to assist him.We believe this matter is now resolved and we wish to thank Mr. [redacted] for allowing us to serve him for all the time that he was with us. While we are very saddened to see him go, we wish him all the best.

Good Evening,We were sorry to hear we have not met [redacted] expectations, however after review of the related communications, we have found that the site was delivered in February of last year. Then, after many months, we received an update from [redacted] demanding a refund. We apologize that there was...

no response following that update, as the designer [redacted] was working with is no longer employeed with our company. We'll be taking time to locate any additional e-mail threads still assigned to this designer in hopes of preventing similar delays moving forward. In regards to the trouble with the domain, we have not held [redacted] domain hostage, however the hosting package was no longer being paid for and was suspended due to lack of payment. We were also sorry to hear of [redacted] trouble with live chat, but we continue to handle hundreds of live chats per day without similar reports. We will be following up directly with [redacted] tomorrow during more normal working houors to confirm the refund and to determine if we can provide any further assistance with the account.

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 servers. Having 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 tickets. We continue to work on addressing longer waits through staffing as well as efficiency improvements in hopes of preventing similar experiences moving forward. We have since worked to unsuspend the website. We have not heard back on the related ticket but if we can be of further assistance with this matter, please let us know.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and this is a good first step.  This business has possibly the worst support that i've ever encountered and I fully regret investing my business' resources into them.  I now have to spend a significant amount of time moving our websites off of their servers as I no longer trust them with our clients files.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:They only requested email headers, knowing they hacked into servers to send the spam. They discard the body of the were the name changes but link leads back to them. If they want to see the spam, they should contact Spamcop. The company is spamming our kids with porn. I continue to receive porn spam.
Regards,
[redacted]

Greetings,We are very sorry to hear that Mr. [redacted] has been having issues with his account recently. Looking 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 online. We 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 online. We thank Mr. [redacted] for bringing this matter to our attention and for the opportunity to work with him to bring his hosting back online. We also apologize for any inconvenience that this situation might have caused for him.

Greetings,We are sorry to hear Mr. [redacted] has decided he would prefer to cancel and will of course honor his decision. We see that cancellation has been requested of one of the accounts, however we do ask that customers please submit a cancellation request through the billing system for each separate account to ensure we have documented and verified requests to terminate all data. Once the remaining request has been submitted, there will be no further services active. If we can be of any further assistance, please let us know.

Greetings,We appreciate the chance to review this situation and do agree our policies and procedures have been made more clear during the live chat. As such, its certainly no problem to refund the recent renewal costs and we've followed up with Mr. [redacted] to inform him the recent charge has been...

reversed. We'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.

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 account. Unfortunately we would not be able to accommodate an additional refund of $13.00 to cover the fee that was assessed by PayPal. A 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 us. Unfortunately 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.

Hello,Thank you for the opportunity to address Mr. [redacted] concerns:   - Tickets not being able to be created   - The Login Process to our Client AreaWe sincerely regret that Mr. [redacted] experience with A Small Orange was not in a positive light. In review of the ticket...

mentioned, we found that there was confusion in which plan that the client wanted. Our Staff did not continue to demand a payment be made, but offered several extensions to allow a different method of payment to be selected and advised that if any additional issues occurred, to contact us prior to any suspensions so that we may find a amiable resolution.Mr. [redacted] site appeared to be offline prior to the date we provided him, however this was due to the domain itself expiring. We were unable to directly assist with this concern as the domain was not registered through us directly but a different company.With ticket creation, this support option was removed as our company has made a move to ensure issues can be resolved in real time. For any issues that require in depth investigation or would not easily resolved in Live Chat, a ticket is then created to our senior Admins. We greatly appreciate the feedback provided by Mr. [redacted] regarding this. Mr. [redacted] now has a direct line of communication with our Management Team for any future concerns that he has.Thank you once again for the opportunity to address this.

Good Afternoon,Thank you for allowing us a chance to address and possibly resolve Mr. [redacted]' concerns and issues.At this time we have investigated the account and have confirmed that Mr. [redacted] account was previously canceled and refunded the requested $86. Additionally, an email with the password...

information was sent to the customer on three separate occasions.Specifically, we have found that the account was canceled on 7/22/2017 and then the refund of $86 was processed on 7/23/2017.  Additionally, the emails that were sent, to provide the customer his information to access his Billing System, were sent twice on 8/15/2017, the first time at 6:02pm CST and the second time at 11:29pm, CST, and then on 8/16/2017 another email, with the customer's login information, was sent at 12:02am CST.We have reach out to Mr. [redacted] to ensure that he's aware of when the refund was processed so that he may be able to better track when the refund was received.Thank you for the opportunity to clear up and address this matter and if we can be of any further assistance, please let us know.

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 cancelled. I 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, 2016 when the current domain mentioned actually expires. If it not renewed (I don't want it renewed), then I will notify you. If it is renewed and charged for it, I will contact. In other words, I will contact you July 3 no matter what the 2 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]

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 legitimate. We offer our apologies that Mr. [redacted]...

order did not meet our guidelines, and have reached out to check if any assistance is still needed. A full refund has been provided, and if we can be of further assistance, please let us know.

To Whom It May Concern,We respond as follows to this complaint.On September 5th, 2012, Ms. [redacted] signed up for a "[redacted]" Hosting package with us. It has been active ever since that date. We 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 24th. We'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 $35 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.

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]

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 server. Although 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 $870.00. 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 server. Our 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 down. In 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.