Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint Endurance Brands - We engaged in a vetting dialog with all of the Endurance Brand subsidiaries that we spoke withEach brand adamantly denied either verbally, in writing or in some cases both that they were not in any way, shape, form or fashion affiliated with any of the other companies the companies that made these denials are as follows: iPages, Bluehost, Hostgator, JustHost and A Small OrangeDowntime - There have been multiple downtime occurrencesThis is inclusive of iPages, Bluehost, Hostgator, JustHost and A Small OrangeThis is how we were able to determine not only were some of these companies were affiliated but in addition, they to some extent share the same infrastructureIn addition, at one time we even attempted to hedge our bet prior to making this discovery where our quality assurance server was on Hostgator, our production system on JustHost and a contingency system was on A Small OrangeIt was at that time we encountered several issues with the packaging that existed on JustHost for the WordPress installationWe knew it was an issue of script configuration because the exact same site was running just fine on our quality assurance server on HostgatorWe even went as far as to invite the techs of JustHost and A Small Orange to review the configuration on Hostgator which is well documented in support chatsThe techs for both companies respectfully declinedIt is also important to note what gave us the final details of the affiliation is a system crash that occurred that impacted both JustHost and A Small Orange simultaneouslyUptime Guarantees - There are people on our staff that were in upper tier IT management for companies like [redacted] , [redacted] , and some of the largest pharmaceutical companies in the world and have run and configured infrastructures that supported over 140,people simulratneously and moved trillions of dollars a day around the worldThey are well versed in Service Level Agreements which generally include uptime guarantees and they were appalled when certain guarantees that were written guarantees by some of the affiliates were reneged upon by Endurance Brand organizationsWebsite and Email Issues - It was appalling to our compare that one of the support people from an Endurance Brand compare after weeks of aggravation and discussion with technical support actually confided that they were well aware of the email issues and that the issues were in fact relative to the infrastructure that existed internally within the Endurance Brand companiesIt was reaffirmed via discussions our technical people had with a member of support just last week and when the tech representative from Endurance fudged the length of time that the issue existed and was confronted by our technical guru, the Endurance Brand representative shared that the length of time that the issue existed was actually exponentially longer than was initially statedBilling - Endurance was given the e-mails that included the documentation back in SeptemberEndurance also in their letter shows what happened in their e-mailIf you notice the refund from Host Gator (months), i-pages (month) those were from the bank overchargesThe JustHost (month) was just given due to the fact my site has been down more than it has been up in DecemberA Small Orange is a lie because we never received that refundWe can not transfer out of this company until it stays up long enough to fix and move what little we can and until this problem is solved.After I filed with the Revdex.com I found the parent company of Endurance, [redacted] out of NY and contacted themBecause my site was down for over hours we contacted Just Host and managed to get our IP addressIn the course of doing this we managed to find out our site was not being hosted in America as we were told, but [redacted] See proof in the attachmentWe have several of these attachments done at different times and dates saying our site is hosted in [redacted] This means that this is international fraud because Endurance is claiming that we are being hosted in UtahEven when we brought them the proof, we were told this was not true, but the amount of evidence that we have is beyond reproofI even have this in e-mails from Endurance.The problem with this being hosted in [redacted] was they repackaged my website and destroyed it before it was ever launchedWe spent the entire summer creating a brand, a new site, hiring a PR team and getting ready for a TV launchDue to what happened to us, we could not launchWe have spent sinceSeptember 1st trying to solve this problemIn the meantime the outage that lasted over hours was during our Christmas season and stopped us from a December issue as well as a new TV contractWe are a print and on-line newspaper and the amount of money we have had to return to our advertisers for the November issue is over $thanks to EnduranceWe could not put out a December issue and as I write this we are trying to put out a January issue but without our e-mails and our contacts this is impossibleAll of our business e-mails were frozen and then destroyed since mid September which has made this an even bigger issueAll of our contracts were in these e-mailsAll our promotional material had these e-mails embedded and nobody could and can reach usWe lost clients at an alarming rateAfter talking to Endurance I was able to get into my e-mail which had my bank accounts being hacked into and had warnings from my bank which I didn't see for over monthsThank-God I have an amazing relationship with my bank and have several security measures in placeWhen Endurance finally addressed this issue I was told in a e-mail that their servers could not handle Safari and that was part of the problemThis is a outright lie because when I tried to open my co-owners e-mail in Firefox it was still corruptThen I was told that we had not set up four of the e-mails which were the marketing and information and I have proof of e-mails prior to the e-mail shut outEndurance did offer us $to go away but at this point without the money to pay back advertisers, to re-build my website and to re-launch the website we can not settleThe amount of what we have truly lost is approximately $354,and it grows monthly.I am cc'ing the people with whom I have been dealing with at Endurance, so this is fully out in the openIf you need proof of all of this I am more than happy to make hard copies and mail this to you or if there is a dropbox I could start uploading all the documentation that wayThere is an extensive amount of materialAs for the fact that they are claiming to have their businesses in America but have falsified this information and it is [redacted] do you need what we have or do I need to present this to another agency? Regards, [redacted] ***
In a review of this customer’s concerns we have determinedthis customer’s concerns involves two separate accounts on our platformThe“ [redacted] ” account was initially created on 10/5/2011, as was initially billed atthe introductory rate of for a month hosting planOn 9/20/2012, thehosting service was renewed at the regular renewal rate of 107.40, again for amonth periodOn 9/20/the hosting service once more renewed at aslightly increased rate of $113.88, for a month termPlease note thatprices are subject to change as operations costs due increase over time.Although we try our absolute best to minimalize rate increases, this is notalways something we are able to avoidWith this being said, the “ [redacted] ”account was canceled on 11/4/due to non paymentThis customer was sentmultiple notices of this past due occurrence to the [redacted] addressUnfortunatelythe customer simply did not respond back to us in time and the account had beenterminatedUnfortunately we do not have a record of this customer payingfor a two year plan for the “ [redacted] ” account, therefore it will be thecustomer’s burden to prove the purchase of the two year plan as they mentionedin their codmplaintThe current account surrounding this customer’s concerns islisted under the username “ [redacted] net”This account was purchased on 11/4/2014,and the customer signed up for a two year plan billed at $With regardsto the email address ***@ [redacted] .net,our Corporate Support Team has now tested the email functionality, whichappears to be working with no issuesOur team was able to send an email fromour internal [redacted] account, and we were also able to reply from ***@ [redacted] .net email to our internal [redacted] accountThis customer will need to elaborate on their specific emailrelated issue, and provide us the specific error that is preventing thecustomer from sending email on their end
The continued presence of files containing malware is aTerms of Service violation and we reserve the right to suspend accounts withmalware presentIn fact, as a web host, it’s our responsibility to make suremalware is removed promptly from our serversThe best practice for handlingaccounts with malware present is to immediately take down the website, whichwill prevent hackers from continuing to compromise the account/web site inquestionThis step also prevents further damage to the customer websiteItalso prevents visitors to the site from getting infected with malwareThecustomer may want to review [redacted] ’s take on malware: [redacted] (note first step is to take down the website)If the website was compromised in January, we wouldrecommend the customer to contact us so we can scan the entire account formalware and provide a report of any infected filesInstead, we found out thatthe website was hacked during a routine scan for malware in April, which led tothe suspension of the account.All this being said, we do think that there is room forimprovement with regards to our handling of the accounts with malwareWe willbe looking into ways to make the experience more customer friendlyHowever, it’sa difficult balance for us, because we also have to consider server securityand the security of visitors accessing customer websites.We thank the customer for his feedback and hope he willcontinue to host with us
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below No business has the right to try to change the course of a business transaction If a customer is not satisfied with the purchase, he/she has the right to get a refund, and this is a strongly established and standard business tradition in America So this proposed outcome by ipage is totally unacceptable, and Revdex.com must consider this complaint unresolved until they refund $to me I am now retired, but was a computer programmer prior to retirement I did business application programming, but I did not do web programming Since I am not very experienced at web programming, I did not clearly understand what I was paying for as I explained in my original complaint which should easily enable me to receive this refund However, because of my extensive work as a programmer, I know that any electronic transaction is relatively easy to change, and is generally easier to change than a business transaction that involves paperwork I believe this is a matter of greed on the part of ipage, and they don't want to have to go through the process of crediting the two years ($31.98) that I requested As a by product of my interest and participation in the world of personal computers (***), I have been a member of the [redacted] Users ( [redacted] ) whose membership has been more than 10,members, most of which are in the Houston, TX area So I know quite a few programmers, and some of them are web programmers We exchange important technical and vendor information on a regular basis As a result, they have their influence on me by what they tell me, and I have an influence on them by what I tell them And word of mouth from those conversations tend to keep going throughout the U.S.A If ipage credits the $to me as they should (especially since [redacted] told me he would), then I will say only positive things about ipage; but if they still refuse to, then I will simply share my experience by simply stating the truth without any exaggerations or bias, and that potentially could cost ipage lots of potential customers and therefore a lot more than the $I insist on receiving from ipage Thank you for your help Regards, [redacted] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] .We are getting closer to a resolution All I'm asking for is service to get my site back up and running as it should be or actual help rebuilding me site in another program Neither of which has been offered at this point If [redacted] cannot fix the [redacted] interface problem, they should offer to rebuild the framework of my site in a program they offer that will work hours of online chat isn't even an honest attempt to help me.My website is well within the bounds of content for [redacted] per the user agreement It is not excessive in bandwidth or pages It is a paid service that should be serviced as such Regards, [redacted]
Our Corporate Support Team has reached out to this customer to address their concerns furtherOur records indicate this customer has several accounts currently active on our platform; however we were unable to locate the specific account concerning this refund requestWe kindly ask this customer to provide the specific account username or domain name in question so that we can locate the appropriate account, and further research the situation One thing to note, please understand that our billing system will attempt to initiate a service renewal up to days prior to the actual service renewal This mechanism is in place to Identify potential issues with billing so that we can notify the respective customer, and Prevent a stoppage in service due to potential billing issues
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Has no offered any answers, solutions or met my original request when opening this case Regards, [redacted]
We have reviewed this customer’s account and were unable to locate any priorcancellation request on the accountWith this being said, as a gesture of goodfaith we have issued refunds in the amount of $back to this customer’scredit cardWe have also processed an immediate cancellation of this customer’saccount
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] , with only one important point of clarificationContrary to the computer data, I never submitted a purchase and never submitted authorization to process my credit card, and never purchased a domain Therefore, from my perspective There never should have been a domain registered for me and thus, no services I understand that by choosing to accept the business response that my complaint will be closed as resolvedI appreciate the resolution and the timeliness Regards, [redacted]
After a thorough review of thiscustomer’s account as well as their complaint we have determined that on December17th, our [redacted] had located a network disturbance isolatedto this particular customer’s account which had negatively impacted theperformance of our platform, effecting other customers hosting on the sameserver pool as this customerAfter a thorough account scan it was determinedthe disturbance was caused by [redacted] injections embedded within thiscustomer’s website/site applicationsDue to the negative impact this washaving on our platform we had no choice but to isolate this issue by suspendingthis customer’s account, in turn this re-stabilized our platform protectingother customers’ website performance On December 17th, thiscustomer was provided written documentation of the [redacted] detected, and wasrequested to take action from their end to remedy the situation so that wecould once more enable the accountOn December 19th, our CorporateSupport Team had been in contact with this customer to provide furtherexplanation and insight into this customer’s issueWe should note that ourteams had made multiple attempts through a series of correspondences with thiscustomer to rectify their issueUnfortunately instead of accepting ourdiagnosis and means of resolution, this customer continued to place blame onour programmers for the [redacted] injections In a way of background, there areactually many reasons for [redacted] showing up in cases such as thisAs thiscustomer had previously mentioned, their website and scripts had been sittingidle for an extended period of time without being updatedThis more thanlikely may have been the cause for [redacted] to have been injected into thiscustomer’s siteAs an “Open-Source” hosting platform, it is ultimately the customer’sresponsibility to manage and maintain all aspects of their website, filemanagement, and website maintenanceWe should emphasize that platform securityis indeed one of our main priorities, and certainly ensure platform security,durability, and reliabilityWe also would like to make mention that ourservers do have the necessary [redacted] in place to block intrusionWith thisbeing said, platform security is actually a duel responsibility between us andour customers as we must emphasize customer engagement is required if acustomer plans on setting up a database driven website, or script applicationbased site to prevent situations such as this from occurring On December 22nd afollow up scan was completed for this customer’s site documenting the [redacted] had been removedUpon this scan the customer’s website and account wasunsuspended, providing all system services back to this customer Ultimately we need to emphasizethat no wrong doing from our end could be found as it related to thisparticular caseOur [redacted] Teams acted with the best interest ofprotecting the stability and security of the platform when this particularcustomer’s account had been suspendedThis suspension was to prevent furthernegative impact on our platformThis customer’s website was not singled out, ratherthis was an unfortunate instance that could not have been prevented from ourend despite how this customer feels about this particular caseOur teams hadworked with this customer closely to address the situation and work towards aresolutionOnce the situation was resolved, an immediate enabling of thewebsite took placeWe should also point out that if this had been a defectwithin our platform, other customers on this same server pool would have been negativelyimpacted as wellSince there was no patter of other customers having this sameissue within the same serer pool, we have deemed this to be an isolated,account specific related issue versus an issue with the platform Due to our findings we are unableto provide this customer the free hosting credits as requested to make up forthe suspension of their websiteWe kindly ask this customer to review our fullTerms of Service and Limitations of Liability
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedOnly one think I would like to mention: I started the cancellation on Nov instead of Nov Regards, [redacted] ***
[When Ipower gave me this response, they asked me to call my bank and confirm I did not receive any proceeds and I did thisI did not receive anything from themIpower would be able to see that no funds exchanged hands if they researched itThis business is using shady tactics and I do not accept their responseThey need to refund my overpayment.] Regards, [redacted] ***
EMAIL ACCOUNT STILL NOT WORKING SEE PROOF ATTACHED [redacted] knows they sent notices to the wrong e-mail [redacted] has sent notices to the correct e-mail at the one year renewal see attachmentsI hope this complaint will continue to remain public because I think the response alone illustrates the complacency the business shows and fails to admit when its associates make mistakes that harm customersI hope the complaint will continue to remain public because their response contains admissions of how some sales manager must have wanted a commission making my account a new account as he admitted instead of restablishing the old account as promised (see attachments)At 12:p.m.today 11/19/I checked the e-mail in outlook and have posted the response with this complaint with your view (see attachment)Did he change my password because I have not, it should just be working but not working in my phone or e-mail softwareThis again is not reestablished and I have received no communication until this answer to this complaint about changes it seems they have taken upon themself without my knowledge or permissionBut it is clearly illustrated I do not matterI hope the public also enjoys the evidence in the statement where the company says it is "my burden" to prove the account was renewed for two yearsI think it should show the public there can never be trust or good faith anymore with [redacted] ! What is going on in this company? How dog eat dog has it become inside those walls to act in such a way to your customerOne who has multiple accounts not just the two statedSince I am a loyal and consistent customer that simply started to be price gouged and said I do not think soSo it makes the sales staff feel better to defame my character and call me a non-payorAttached is the two year "burden of proof" for the other account I renewed around the same timeI trusted since the calls are recorded I would not have such problemsI did not know they took it upon themselves to shorten my one account until my e-mail would not workAs I have shared any notices were sent to an old e-mail when there is an e-mail directly associated with the account that went unused by [redacted] no phone communication was made just a shut down because my conversation the previous year was not valued, just as I am not valued as a customerThis is really what it is about and the Revdex.com is a forum to notify the public of businesses who no longer value their customersPlease share copies of this complaint with [redacted] Revdex.com because [redacted] customer service is located there it seems per my understandingCan the Revdex.com please let me know how much commission or what perks this [redacted] employee receives for giving me a new account and treating me so terribly, then failing to resolve my e-mail issuesPlease let me know if Revdex.com has done all it can do to resolve the issues Regards, *** ***
Our records indicate this customer had initially purchased the Monthly SEOLink Building Keyword package on 11/and was charged $for thisserviceAdditionally, the Monthly Target Traffic starter package was alsopurchased in the amount of $242.33, both initiatives being billed monthly Bothservices had renewed on 12/for the amounts of $and $for theMonthly Target Traffic plan and the Keyword Link Building packagerespectfullyA full refund of $and $was issued back to the customeron 12/19, and all SEO services have since been canceledWe do apologize forany misunderstanding or confusion that may have been caused
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [Since this time the business has not refunded the $as I am in receipt of email saying as soon as I stop the unauthorized charge claim that the company will immediately turn around and refund back to my accountThis company has not, my bank said there is no letter or communications with this company because they do not communicate with 3rd parties as its against privacy policiesThe bank states it released hold and nothing else is to be doneThe bank states it never was in possession of $as it was under investigationThis company is stalling.] Regards, [redacted]
Although we do not agree with all that was stated by The Endurance Group; we have reached an amicable resolution with them We must state however that we did not receive any emails or other correspondence regarding the need to update our credit card information on the account associated with our non-profit's web page; although said emails may have been delivered directly into our spam folder without our knowledge We were never in a collections mode or we would have been notified via telephone and we resent the term collections as it has negative connotations associated with it However, since the company provided us with a discounted rate to restart our web page, we moved forward past this issue We are not happy about having to spend numerous hours attempting to rebuild the site, but hopefully we will obtain assistance (if needed) from IPage.com We have changed the email address on our account to one of our personal email addresses in hopes of preventing something like this from happening again in the future Regards, [redacted]
Thank you for the opportunity to address this complaint.According to our records, the customer has been unsubscribed from all marketing emailsOnce a customer unsubscribes from our mailing lists we have days to process the request in accordance with the CAN-SPAM actOccasionally a customer may receive a marketing email shortly after they have unsubscribed using the subscription tool in the control panelHowever, after the day period has ended, they should no longer receive marketing emails from usAs we just recently removed the customer from our marketing email list, there is a small chance that he might still receive a few more marketing related emailsHowever, after days, he should no longer receive any marketing related emailsPlease note the customer will still receive invoices and other notifications relevant to his account
After reaching out to the customer, we believe the issue with the mail forwarding relates to the email address being used to test the forwardIn this case, the customer is using his own [redacted] address to send out test emails, which is the same as the destination email address for the email forward When we tried to test the email forward using a different [redacted] account, the email was received by the customer without an issueFor the purposes of testing the mail forward going forward, we recommend using a different email addressWe apologize for the inconvenience and hope the customer will continue to use our servicesIf the customer has any further issues, he is welcome to contact us againThank you
Our Records indicate this customer initially created their account on2/1/2014, and paid $for a two year hosting planThe service renewal thiscustomer was concerned with was related to their Domain Registration Renewal,which was to rebill on 1/17/Although we do understand this customer hadinitially intended to cancel their service on 1/12/2015, the actualcancellation was not to be until January 30th, per thecancellation request submittedIt would be for this reason that the domainservice renewal took place on 1/Ultimately this appears to be a simple misunderstanding, and therefore theaccount had been canceled on 1/19/2015, a prorated refund of $for hostingservice was issued, and on 1/we have issued a full refund of the $thathad initially charged on 1/for the domain registration renewal
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint Endurance Brands - We engaged in a vetting dialog with all of the Endurance Brand subsidiaries that we spoke withEach brand adamantly denied either verbally, in writing or in some cases both that they were not in any way, shape, form or fashion affiliated with any of the other companies the companies that made these denials are as follows: iPages, Bluehost, Hostgator, JustHost and A Small OrangeDowntime - There have been multiple downtime occurrencesThis is inclusive of iPages, Bluehost, Hostgator, JustHost and A Small OrangeThis is how we were able to determine not only were some of these companies were affiliated but in addition, they to some extent share the same infrastructureIn addition, at one time we even attempted to hedge our bet prior to making this discovery where our quality assurance server was on Hostgator, our production system on JustHost and a contingency system was on A Small OrangeIt was at that time we encountered several issues with the packaging that existed on JustHost for the WordPress installationWe knew it was an issue of script configuration because the exact same site was running just fine on our quality assurance server on HostgatorWe even went as far as to invite the techs of JustHost and A Small Orange to review the configuration on Hostgator which is well documented in support chatsThe techs for both companies respectfully declinedIt is also important to note what gave us the final details of the affiliation is a system crash that occurred that impacted both JustHost and A Small Orange simultaneouslyUptime Guarantees - There are people on our staff that were in upper tier IT management for companies like [redacted] , [redacted] , and some of the largest pharmaceutical companies in the world and have run and configured infrastructures that supported over 140,people simulratneously and moved trillions of dollars a day around the worldThey are well versed in Service Level Agreements which generally include uptime guarantees and they were appalled when certain guarantees that were written guarantees by some of the affiliates were reneged upon by Endurance Brand organizationsWebsite and Email Issues - It was appalling to our compare that one of the support people from an Endurance Brand compare after weeks of aggravation and discussion with technical support actually confided that they were well aware of the email issues and that the issues were in fact relative to the infrastructure that existed internally within the Endurance Brand companiesIt was reaffirmed via discussions our technical people had with a member of support just last week and when the tech representative from Endurance fudged the length of time that the issue existed and was confronted by our technical guru, the Endurance Brand representative shared that the length of time that the issue existed was actually exponentially longer than was initially statedBilling - Endurance was given the e-mails that included the documentation back in SeptemberEndurance also in their letter shows what happened in their e-mailIf you notice the refund from Host Gator (months), i-pages (month) those were from the bank overchargesThe JustHost (month) was just given due to the fact my site has been down more than it has been up in DecemberA Small Orange is a lie because we never received that refundWe can not transfer out of this company until it stays up long enough to fix and move what little we can and until this problem is solved.After I filed with the Revdex.com I found the parent company of Endurance, [redacted] out of NY and contacted themBecause my site was down for over hours we contacted Just Host and managed to get our IP addressIn the course of doing this we managed to find out our site was not being hosted in America as we were told, but [redacted] See proof in the attachmentWe have several of these attachments done at different times and dates saying our site is hosted in [redacted] This means that this is international fraud because Endurance is claiming that we are being hosted in UtahEven when we brought them the proof, we were told this was not true, but the amount of evidence that we have is beyond reproofI even have this in e-mails from Endurance.The problem with this being hosted in [redacted] was they repackaged my website and destroyed it before it was ever launchedWe spent the entire summer creating a brand, a new site, hiring a PR team and getting ready for a TV launchDue to what happened to us, we could not launchWe have spent sinceSeptember 1st trying to solve this problemIn the meantime the outage that lasted over hours was during our Christmas season and stopped us from a December issue as well as a new TV contractWe are a print and on-line newspaper and the amount of money we have had to return to our advertisers for the November issue is over $thanks to EnduranceWe could not put out a December issue and as I write this we are trying to put out a January issue but without our e-mails and our contacts this is impossibleAll of our business e-mails were frozen and then destroyed since mid September which has made this an even bigger issueAll of our contracts were in these e-mailsAll our promotional material had these e-mails embedded and nobody could and can reach usWe lost clients at an alarming rateAfter talking to Endurance I was able to get into my e-mail which had my bank accounts being hacked into and had warnings from my bank which I didn't see for over monthsThank-God I have an amazing relationship with my bank and have several security measures in placeWhen Endurance finally addressed this issue I was told in a e-mail that their servers could not handle Safari and that was part of the problemThis is a outright lie because when I tried to open my co-owners e-mail in Firefox it was still corruptThen I was told that we had not set up four of the e-mails which were the marketing and information and I have proof of e-mails prior to the e-mail shut outEndurance did offer us $to go away but at this point without the money to pay back advertisers, to re-build my website and to re-launch the website we can not settleThe amount of what we have truly lost is approximately $354,and it grows monthly.I am cc'ing the people with whom I have been dealing with at Endurance, so this is fully out in the openIf you need proof of all of this I am more than happy to make hard copies and mail this to you or if there is a dropbox I could start uploading all the documentation that wayThere is an extensive amount of materialAs for the fact that they are claiming to have their businesses in America but have falsified this information and it is [redacted] do you need what we have or do I need to present this to another agency? Regards, [redacted] ***
In a review of this customer’s concerns we have determinedthis customer’s concerns involves two separate accounts on our platformThe“ [redacted] ” account was initially created on 10/5/2011, as was initially billed atthe introductory rate of for a month hosting planOn 9/20/2012, thehosting service was renewed at the regular renewal rate of 107.40, again for amonth periodOn 9/20/the hosting service once more renewed at aslightly increased rate of $113.88, for a month termPlease note thatprices are subject to change as operations costs due increase over time.Although we try our absolute best to minimalize rate increases, this is notalways something we are able to avoidWith this being said, the “ [redacted] ”account was canceled on 11/4/due to non paymentThis customer was sentmultiple notices of this past due occurrence to the [redacted] addressUnfortunatelythe customer simply did not respond back to us in time and the account had beenterminatedUnfortunately we do not have a record of this customer payingfor a two year plan for the “ [redacted] ” account, therefore it will be thecustomer’s burden to prove the purchase of the two year plan as they mentionedin their codmplaintThe current account surrounding this customer’s concerns islisted under the username “ [redacted] net”This account was purchased on 11/4/2014,and the customer signed up for a two year plan billed at $With regardsto the email address ***@ [redacted] .net,our Corporate Support Team has now tested the email functionality, whichappears to be working with no issuesOur team was able to send an email fromour internal [redacted] account, and we were also able to reply from ***@ [redacted] .net email to our internal [redacted] accountThis customer will need to elaborate on their specific emailrelated issue, and provide us the specific error that is preventing thecustomer from sending email on their end
The continued presence of files containing malware is aTerms of Service violation and we reserve the right to suspend accounts withmalware presentIn fact, as a web host, it’s our responsibility to make suremalware is removed promptly from our serversThe best practice for handlingaccounts with malware present is to immediately take down the website, whichwill prevent hackers from continuing to compromise the account/web site inquestionThis step also prevents further damage to the customer websiteItalso prevents visitors to the site from getting infected with malwareThecustomer may want to review [redacted] ’s take on malware: [redacted] (note first step is to take down the website)If the website was compromised in January, we wouldrecommend the customer to contact us so we can scan the entire account formalware and provide a report of any infected filesInstead, we found out thatthe website was hacked during a routine scan for malware in April, which led tothe suspension of the account.All this being said, we do think that there is room forimprovement with regards to our handling of the accounts with malwareWe willbe looking into ways to make the experience more customer friendlyHowever, it’sa difficult balance for us, because we also have to consider server securityand the security of visitors accessing customer websites.We thank the customer for his feedback and hope he willcontinue to host with us
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below No business has the right to try to change the course of a business transaction If a customer is not satisfied with the purchase, he/she has the right to get a refund, and this is a strongly established and standard business tradition in America So this proposed outcome by ipage is totally unacceptable, and Revdex.com must consider this complaint unresolved until they refund $to me I am now retired, but was a computer programmer prior to retirement I did business application programming, but I did not do web programming Since I am not very experienced at web programming, I did not clearly understand what I was paying for as I explained in my original complaint which should easily enable me to receive this refund However, because of my extensive work as a programmer, I know that any electronic transaction is relatively easy to change, and is generally easier to change than a business transaction that involves paperwork I believe this is a matter of greed on the part of ipage, and they don't want to have to go through the process of crediting the two years ($31.98) that I requested As a by product of my interest and participation in the world of personal computers (***), I have been a member of the [redacted] Users ( [redacted] ) whose membership has been more than 10,members, most of which are in the Houston, TX area So I know quite a few programmers, and some of them are web programmers We exchange important technical and vendor information on a regular basis As a result, they have their influence on me by what they tell me, and I have an influence on them by what I tell them And word of mouth from those conversations tend to keep going throughout the U.S.A If ipage credits the $to me as they should (especially since [redacted] told me he would), then I will say only positive things about ipage; but if they still refuse to, then I will simply share my experience by simply stating the truth without any exaggerations or bias, and that potentially could cost ipage lots of potential customers and therefore a lot more than the $I insist on receiving from ipage Thank you for your help Regards, [redacted] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] .We are getting closer to a resolution All I'm asking for is service to get my site back up and running as it should be or actual help rebuilding me site in another program Neither of which has been offered at this point If [redacted] cannot fix the [redacted] interface problem, they should offer to rebuild the framework of my site in a program they offer that will work hours of online chat isn't even an honest attempt to help me.My website is well within the bounds of content for [redacted] per the user agreement It is not excessive in bandwidth or pages It is a paid service that should be serviced as such Regards, [redacted]
Our Corporate Support Team has reached out to this customer to address their concerns furtherOur records indicate this customer has several accounts currently active on our platform; however we were unable to locate the specific account concerning this refund requestWe kindly ask this customer to provide the specific account username or domain name in question so that we can locate the appropriate account, and further research the situation One thing to note, please understand that our billing system will attempt to initiate a service renewal up to days prior to the actual service renewal This mechanism is in place to Identify potential issues with billing so that we can notify the respective customer, and Prevent a stoppage in service due to potential billing issues
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Has no offered any answers, solutions or met my original request when opening this case Regards, [redacted]
We have reviewed this customer’s account and were unable to locate any priorcancellation request on the accountWith this being said, as a gesture of goodfaith we have issued refunds in the amount of $back to this customer’scredit cardWe have also processed an immediate cancellation of this customer’saccount
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] , with only one important point of clarificationContrary to the computer data, I never submitted a purchase and never submitted authorization to process my credit card, and never purchased a domain Therefore, from my perspective There never should have been a domain registered for me and thus, no services I understand that by choosing to accept the business response that my complaint will be closed as resolvedI appreciate the resolution and the timeliness Regards, [redacted]
After a thorough review of thiscustomer’s account as well as their complaint we have determined that on December17th, our [redacted] had located a network disturbance isolatedto this particular customer’s account which had negatively impacted theperformance of our platform, effecting other customers hosting on the sameserver pool as this customerAfter a thorough account scan it was determinedthe disturbance was caused by [redacted] injections embedded within thiscustomer’s website/site applicationsDue to the negative impact this washaving on our platform we had no choice but to isolate this issue by suspendingthis customer’s account, in turn this re-stabilized our platform protectingother customers’ website performance On December 17th, thiscustomer was provided written documentation of the [redacted] detected, and wasrequested to take action from their end to remedy the situation so that wecould once more enable the accountOn December 19th, our CorporateSupport Team had been in contact with this customer to provide furtherexplanation and insight into this customer’s issueWe should note that ourteams had made multiple attempts through a series of correspondences with thiscustomer to rectify their issueUnfortunately instead of accepting ourdiagnosis and means of resolution, this customer continued to place blame onour programmers for the [redacted] injections In a way of background, there areactually many reasons for [redacted] showing up in cases such as thisAs thiscustomer had previously mentioned, their website and scripts had been sittingidle for an extended period of time without being updatedThis more thanlikely may have been the cause for [redacted] to have been injected into thiscustomer’s siteAs an “Open-Source” hosting platform, it is ultimately the customer’sresponsibility to manage and maintain all aspects of their website, filemanagement, and website maintenanceWe should emphasize that platform securityis indeed one of our main priorities, and certainly ensure platform security,durability, and reliabilityWe also would like to make mention that ourservers do have the necessary [redacted] in place to block intrusionWith thisbeing said, platform security is actually a duel responsibility between us andour customers as we must emphasize customer engagement is required if acustomer plans on setting up a database driven website, or script applicationbased site to prevent situations such as this from occurring On December 22nd afollow up scan was completed for this customer’s site documenting the [redacted] had been removedUpon this scan the customer’s website and account wasunsuspended, providing all system services back to this customer Ultimately we need to emphasizethat no wrong doing from our end could be found as it related to thisparticular caseOur [redacted] Teams acted with the best interest ofprotecting the stability and security of the platform when this particularcustomer’s account had been suspendedThis suspension was to prevent furthernegative impact on our platformThis customer’s website was not singled out, ratherthis was an unfortunate instance that could not have been prevented from ourend despite how this customer feels about this particular caseOur teams hadworked with this customer closely to address the situation and work towards aresolutionOnce the situation was resolved, an immediate enabling of thewebsite took placeWe should also point out that if this had been a defectwithin our platform, other customers on this same server pool would have been negativelyimpacted as wellSince there was no patter of other customers having this sameissue within the same serer pool, we have deemed this to be an isolated,account specific related issue versus an issue with the platform Due to our findings we are unableto provide this customer the free hosting credits as requested to make up forthe suspension of their websiteWe kindly ask this customer to review our fullTerms of Service and Limitations of Liability
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedOnly one think I would like to mention: I started the cancellation on Nov instead of Nov Regards, [redacted] ***
[When Ipower gave me this response, they asked me to call my bank and confirm I did not receive any proceeds and I did thisI did not receive anything from themIpower would be able to see that no funds exchanged hands if they researched itThis business is using shady tactics and I do not accept their responseThey need to refund my overpayment.] Regards, [redacted] ***
EMAIL ACCOUNT STILL NOT WORKING SEE PROOF ATTACHED [redacted] knows they sent notices to the wrong e-mail [redacted] has sent notices to the correct e-mail at the one year renewal see attachmentsI hope this complaint will continue to remain public because I think the response alone illustrates the complacency the business shows and fails to admit when its associates make mistakes that harm customersI hope the complaint will continue to remain public because their response contains admissions of how some sales manager must have wanted a commission making my account a new account as he admitted instead of restablishing the old account as promised (see attachments)At 12:p.m.today 11/19/I checked the e-mail in outlook and have posted the response with this complaint with your view (see attachment)Did he change my password because I have not, it should just be working but not working in my phone or e-mail softwareThis again is not reestablished and I have received no communication until this answer to this complaint about changes it seems they have taken upon themself without my knowledge or permissionBut it is clearly illustrated I do not matterI hope the public also enjoys the evidence in the statement where the company says it is "my burden" to prove the account was renewed for two yearsI think it should show the public there can never be trust or good faith anymore with [redacted] ! What is going on in this company? How dog eat dog has it become inside those walls to act in such a way to your customerOne who has multiple accounts not just the two statedSince I am a loyal and consistent customer that simply started to be price gouged and said I do not think soSo it makes the sales staff feel better to defame my character and call me a non-payorAttached is the two year "burden of proof" for the other account I renewed around the same timeI trusted since the calls are recorded I would not have such problemsI did not know they took it upon themselves to shorten my one account until my e-mail would not workAs I have shared any notices were sent to an old e-mail when there is an e-mail directly associated with the account that went unused by [redacted] no phone communication was made just a shut down because my conversation the previous year was not valued, just as I am not valued as a customerThis is really what it is about and the Revdex.com is a forum to notify the public of businesses who no longer value their customersPlease share copies of this complaint with [redacted] Revdex.com because [redacted] customer service is located there it seems per my understandingCan the Revdex.com please let me know how much commission or what perks this [redacted] employee receives for giving me a new account and treating me so terribly, then failing to resolve my e-mail issuesPlease let me know if Revdex.com has done all it can do to resolve the issues Regards, *** ***
Our records indicate this customer had initially purchased the Monthly SEOLink Building Keyword package on 11/and was charged $for thisserviceAdditionally, the Monthly Target Traffic starter package was alsopurchased in the amount of $242.33, both initiatives being billed monthly Bothservices had renewed on 12/for the amounts of $and $for theMonthly Target Traffic plan and the Keyword Link Building packagerespectfullyA full refund of $and $was issued back to the customeron 12/19, and all SEO services have since been canceledWe do apologize forany misunderstanding or confusion that may have been caused
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [Since this time the business has not refunded the $as I am in receipt of email saying as soon as I stop the unauthorized charge claim that the company will immediately turn around and refund back to my accountThis company has not, my bank said there is no letter or communications with this company because they do not communicate with 3rd parties as its against privacy policiesThe bank states it released hold and nothing else is to be doneThe bank states it never was in possession of $as it was under investigationThis company is stalling.] Regards, [redacted]
Although we do not agree with all that was stated by The Endurance Group; we have reached an amicable resolution with them We must state however that we did not receive any emails or other correspondence regarding the need to update our credit card information on the account associated with our non-profit's web page; although said emails may have been delivered directly into our spam folder without our knowledge We were never in a collections mode or we would have been notified via telephone and we resent the term collections as it has negative connotations associated with it However, since the company provided us with a discounted rate to restart our web page, we moved forward past this issue We are not happy about having to spend numerous hours attempting to rebuild the site, but hopefully we will obtain assistance (if needed) from IPage.com We have changed the email address on our account to one of our personal email addresses in hopes of preventing something like this from happening again in the future Regards, [redacted]
Thank you for the opportunity to address this complaint.According to our records, the customer has been unsubscribed from all marketing emailsOnce a customer unsubscribes from our mailing lists we have days to process the request in accordance with the CAN-SPAM actOccasionally a customer may receive a marketing email shortly after they have unsubscribed using the subscription tool in the control panelHowever, after the day period has ended, they should no longer receive marketing emails from usAs we just recently removed the customer from our marketing email list, there is a small chance that he might still receive a few more marketing related emailsHowever, after days, he should no longer receive any marketing related emailsPlease note the customer will still receive invoices and other notifications relevant to his account
After reaching out to the customer, we believe the issue with the mail forwarding relates to the email address being used to test the forwardIn this case, the customer is using his own [redacted] address to send out test emails, which is the same as the destination email address for the email forward When we tried to test the email forward using a different [redacted] account, the email was received by the customer without an issueFor the purposes of testing the mail forward going forward, we recommend using a different email addressWe apologize for the inconvenience and hope the customer will continue to use our servicesIf the customer has any further issues, he is welcome to contact us againThank you
Our Records indicate this customer initially created their account on2/1/2014, and paid $for a two year hosting planThe service renewal thiscustomer was concerned with was related to their Domain Registration Renewal,which was to rebill on 1/17/Although we do understand this customer hadinitially intended to cancel their service on 1/12/2015, the actualcancellation was not to be until January 30th, per thecancellation request submittedIt would be for this reason that the domainservice renewal took place on 1/Ultimately this appears to be a simple misunderstanding, and therefore theaccount had been canceled on 1/19/2015, a prorated refund of $for hostingservice was issued, and on 1/we have issued a full refund of the $thathad initially charged on 1/for the domain registration renewal