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]

Good Evening,We understand the situation is frustrating, but as a hosting company, we cannot validate any contracts made between the owner of the account and the owner of the company. Unfortunately disputes can occur between the two parties and we do not have access to validate whether contracts were properly transferred or fulfilled. Similarly, one party can own the domain or be listed as the contact, while the hosting account is under different ownership and may contain data relating to other websites. Regrettably this means that the WHOIS information noted in the rejection would not be considered sufficient evidence of ownership of the hosting account and files.At this time we will require a court order that clarifies the true owner of the account's files. Once we receive this documentation, we will gladly transfer ownership of the account.

Good Evening,We appreciate the chance to review this matter and after investigation, we have found that the VPS package in question was initially purchased on 03/26/2014 with a 1 year recurring billing cycle. The package was renewed on 03/26/2015 for another year at the cost of $250.00. This billing...

cycle was cut short when Mr. [redacted] requested the early termination of his VPS package on 01/15/2016. While normally under our Terms of Service accounts are only eligible for a refund within the first 90 days of the hosting package an exception was made and a partial refund of $30.00 was offered as a one time courtesy. Unfortunately that refund was not processed correctly which lead to the delay that Mr. [redacted] has encountered. We will be processing the partial refund for $30.00 that was offered and that Mr. [redacted] has requested via this complaint once our accounting team arrives in the morning on 04/25/2017.It is regrettable to hear that the VPS was not performing to the standard that Mr. [redacted] was seeking. Typically we do find that the majority of VPS issues are caused by the system running out of memory which can be caused by a plethora of varying factors. It is unusual that My. [redacted]s new VPS, with fewer resources at its disposal, has not encountered similar issues. Sadly, we would not be able to perform any further investigation into what was causing those resource limits to be hit as the server has been terminated for some time now and the site in question is no longer hosted with us We do appreciate Mr. [redacted]’s continued patronage and are glad that we were able to reach an amicable resolution to this matter.

Greetings,We are currently in the process of reevaluating our refund policy and at this time have approved a full refund of the recent renewal charge. Unfortunately the automated refund failed as part of the payment was paid with account credit previously provided, which means we'll need our...

accounting department to manually process the refund during normal business hours. We'll be back in touch to confirm the refund tomorrow but if we can be of any further assistance, please let us know.

Good Evening,We wish to thank Mr. M for providing a detailed account of the incidents he encountered over the past few months and for the feedback about his live support interactions. While we strive to provide the best service and support possible, we sincerely apologize if we have let Mr. M down...

in any of those regards.We are deeply saddened to hear of how our recent removal of live phone support has impacted him. We can understand how verbal communication could be preferred over live, text based, chat. Please know that the decision to remove phone support did not come lightly; however, in the long run it does not serve as a decline to our overall business operations, whatsoever. This move is allowing us to divert more resources to improve other vital areas of our business, such as our live chat experience and increasing the overall stability of our sever infrastructure. These improvements are only to enrich the total customer experience.We are also very disheartened learn of the access issues Mr. M had with his server and are further saddened that this led to him seeking another service provider. We are very sorry that we are losing our client of over three years. However, we humbly respect his decision and do wish him all the best!We're happy to report we have approved Mr. M's request of a prorated refund in the full amount he is seeking, $250.00 USD. Currently his hosting package still remains active at this time and we will need Mr. M to submit a formal cancellation request in order to have the refund processed. Our management team has reached out to our client in ticket [redacted] in regards to this task and have provided the necessary instructions to move forward. We'll keep a close eye on the ticket and be sure to follow up appropriately.As always, we encourage Mr. M to reply to the ticket, or reach out to us directly if he has any further issues, questions or concerns regarding this, or any other matter and we'll be very happy to help.

We are very sorry for the difficulty the customer has faced.   He was refunded the indicated amount of  121.55 from the April 2016 payment.  Unfortunately the payment from 2015 can not be refunded due to PayPal's refund policies regarding subscription payments.  The customer has...

indicated that he has cancelled the subscription agreement with PayPal at this time so no further payments should be made by PayPal. Customer does have a credit on his account here at A Small Orange for $121.55 that can be used for any products or services we offer.  We of course will assist the customer in his attempts at remediation through PayPal as we can.

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]

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.

Customer had received some unsolicited email from the server.  He provided a sample message on January 25, 2016 @ 6:19 PM to our Abuse Team.  The Abuse Team was able to take that sample and track down the source of the issue and correct it.  Customer was notified of the correction...

on January 26, 2016 @ 9:20 AM.  There has been no further communication from the customer on this incident since.  We encourage the customer to contact us immediately if there are any further occurrences of this type.

The amount of downtime on these servers is completely ridiculous. They are NOT a reliable host, and the "uptime guarantee" doesn't apply to the VPS. The VPS uptime is well below the "guarantee".
When I started using ASO they built their reputation on great customer service. Now you can only get in touch through chat, which doesn't work on mobile. No phone number. For a company that you "trust" to run your hosting, being able to get in touch immediately when there are issues is pretty important. The accessibility of customer service has declined as their service has become more unreliable.
Avoid at all costs. I am planning to switch as soon as I have time to transfer all of my websites.

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]