A Small Orange, LLC

We are sorry for the experience the customer had with A Small Orange, LLC.  Customer was refunded (for refundable items) on 05/12/2016 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] (01/29/2016 - 01/28/2017) $200.00 USDPromotional Code: ASO30 - 30.00% One Time Discount $-60.00 USDAddon ([redacted]) - Secure and Accelerate Your Site - Highly Recommended (01/29/2016 - 01/28/2017) $20.00 USDAddon ([redacted]) - Site Backup: Daily Backups to the Cloud! (01/29/2016 - 01/28/2017) $19.95 USD------------------------------------------------------Sub Total: $179.95 USDCredit: $0.00 USDTotal: $179.95 USDAmount Refunded: $-105.00 USDTransaction Number: [redacted]Balance Remaining: $105.00 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

Greetings, We are sorry to hear about these issues Mr. [redacted] has experienced with the discontinuation of our priority support service. We would also like to thank them for bringing these concerns to our attention. Our management team has reached out to Mr. [redacted] and did not receive any response to...

our recent email communication about these concerns. Currently we have issued a refund in the amount of $45.00 in relation to the recent renewal payments for this discontinued service. Unfortunately $15.00 of these payments could not be refunded directly because of the age of the payment. Because one of the $15.00 payments could not be refunded we have added an account credit in the amount of $15.00 which can be applied toward any renewal invoice generated on the account. If Mr. [redacted] has any other concerns we invite them to reply back to the recent email communication with our management team and we will be glad to continue to assist.

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]

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, 2016 @ 10:57 AM.  We remain available to the customer to assist...

in any way possible.

Hello, We would like apologize sincerely for the delay as well as bringing this to our immediate attention. We found that the refund that was provided after this concern was initially raised did not properly process. We are investigating the exact cause so that future instances can be prevented. At this time, we have ensured that the refund has been processed completely and  Ms. [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 apology. We thank you for your again for allowing us the opportunity to address this matter.

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 credit. We have since had a chance to manually process the refund as of March 23, 2017. 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.

Good Afternoon,We at A Small Orange would first like to thank the Revdex.com and Mr. [redacted] for the opportunity to further review these concerns with our service. Upon further investigation, we see that Mr. [redacted] has been working with us through an open ticket which we regret to see is still...

awaiting resolution. We understand the importance of downgrading for the purpose of saving money, and want to be as helpful and responsive as possible with these kinds of requests. Mr. [redacted] was attempting to downgrade to a hosting package while their usage was exceeding the parameters of their new package. Therefore, this request was delayed until the container was brought within necessary disk usage. We feel that there is room for improvement with the assistance that we offered in response to Mr. [redacted]'s requests regarding their disk usage. However, on a VPS hosting package our clients are responsible for managing their disk usage and for deleting any user content. We provide our clients access to manage their disk usage by providing root level access to their container through WHM and FTP. We are further escalating Mr. [redacted]'s downgrade request to ensure resolution as quickly as possible, and we have also had our management team reach out to Mr. [redacted] separately to assist with their billing concerns.

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]

Mr. [redacted] 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. [redacted] 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. [redacted]'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 purchases.We are truly sorry for the difficulties Mr. [redacted] has faced and remain ready to assist him in any way possible.

We have reached out to the complainant on February 19, 2016 @ 9:42 AM requesting additional information regarding the unsolicited email he was receiving after we addressed the initial problem.  As of this writing we have not received any further communication from him and consider this matter resolved. If the complainant has further information regarding this or any other concern regarding A Small Orange, LLC he is encouraged to reach out to us as quickly as possible so that it can be addressed.

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.

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 to.14. Uptime Guarantee14.1. A 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 month. If 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 downtime. The first 45 minutes (or 0.1%) of downtime per month are not counted towards any credit and the maximum credit available is one (1) month of service. This 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.

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.
font-family: Verdana;">From: [redacted] Sent: Thursday, February 18, 2016 3:22 PMTo: [redacted]Subject: [redacted] : Resolved
I'm writing to you informing you that complaint ID "[redacted]" has been resolved.
Regards,
[redacted]

We have reached out to the complainant on February 19, 2016 @ 9:42 AM requesting additional information regarding the unsolicited email he was receiving after we addressed the initial problem.  As of this writing we have not received any further communication from him and consider this matter resolved.
 
If the complainant has further information regarding this or any other concern regarding A Small Orange, LLC he is encouraged to reach out to us as quickly as possible so that it can be addressed.

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 were sorry to hear of the misunderstanding regarding our terms of service and would be glad to clarify. Specifically it seems there is an impression that our terms of service start over with every billing cycle. While we can understand how this may have been assumed by the language,...

please consider that we offer a 90 day money back guarantee which is simply to ensure our customers like the service once its been purchased. This 90 day money back guarantee does not start over with each renewal of the hosting service. Please 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 practice. Regardless, 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 payment. We hope this resolves the concerns raised but if we can be of further assistance, please let us know.

Most web hosts are as pressured by the market to offer high uptime and reliability as a soft drinks maker is required to offer liquid in a bottle. If the bottles are all half empty, despite have a net content label, that's just not acceptable. It's fraudulent and... it's pointless... you might as well wind down the business if you aren't able to offer the service.

A Small Orange is terrible.

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]

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 to.14. Uptime Guarantee14.1. A 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 month. If 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 downtime. The first 45 minutes (or 0.1%) of downtime per month are not counted towards any credit and the maximum credit available is one (1) month of service. This 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.

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 prior. We 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 account. Unfortunately, this is not something that we have control over. However, 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 matter. We 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.