The customer's domain name is associated with a deleted accountAs such, we have asked the customer to prove their identity by providing a copy of her photo ID.We understand the customer is reluctant to provide a copy of her ID over email or faxTherefore, we have attempted to contact the customer several times, by phone and email, to discuss a resolution to this issueHowever, despite several phone calls and emails, we have not heard back.The customer should contact us back so we can discuss the matter further
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 I am rejecting the response because I never had an issue with the auto renewalThe response makes it sound like I was upset because my account was auto renewedOnce again that was not the issue, as I have since renewed my services for over double the amount they were charging as I was looking to upgrade my websiteMy issue was that they told me their policy was such that if I requested a refund of the renewal, which they said they were happy to do, that they would have to cancel my website immediately and not honor our original contract.Even though they have now refunded my money a stated they would honor our contract, my issue is still the same, they threatened to shut down my website, which I need for business and I couldn't speak with anyone regarding this and for the record the only reason they did reach out to me was thanks to the Revdex.com complaint.I am however happy that they have agreed to honor our original terms Regards, [redacted]
To clarify, The EnduranceInternational Group d/b/a Domain-inc serves nearly 4 million customers across21 plus countries globally. Email [redacted] is a service partner offering productsacross the various Endurance brands/hosting service providers. With regards to this customer’scomplaint, we were... actually able to locate an account username “buybooksandmorecom”listed under this party’s email address as well as their first and last name.In a way of background, this account was initially created on 11/29/2014. TheEmail [redacted] subscription was set to renew on 12/26/2014 in the amount of $99.50.We must emphasize our records indicate this transaction had actually failed, wehave no proof of this transaction taking place on our platform as this customeris disputing within their complaint. On 1/5/2015 our Support Team hadsent this customer an email (see attached Exhibit A), informing that thetransaction had not taken place, additionally our team had made an offer toissue a full refund back to this customer if they can provide specific proofthat they were billed. Our Corporate Support Team has alsosent an email to this customer informing of the same offer. To prevent a futurebilling of this product we have taken the preventative action and have nowremoved this product off of the account and have cleared all past due flags. If this customer believes thisaccount had been created fraudulently, they will need to respond to our emailmaking mention of this so that we can process an immediate cancellation of servicefor this account.
Our Corporate Support Team has reached out to address this customer’s concerns furtherIt appeared their website project had taken much longer than expected to complete, and we do sincerely apologize for this negative experienceOn 6/30/2014, this customer had established services with our company and had purchased the below products/services: Ipage Essential Hosting plan- $ WP Essential Upgrade- $ Rapid SSL Certificate- $ Professional Service- $ Web Concierge Template Configuration- $ Due to the negative customer experience on 10/we had issued a full refund of $for the Web Concierge Template ConfigurationAs of today, we have now processed a full refund for all of the above products/services, and will the customer as much time as needed to transition their hosting service to an alternative providerUpon transition we will be cancelling this customer’s account in full as requested by the customer
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 If the security on their system was as good as they advertise then no one entity should of planted anything in my files except me Their security did not catch the real culprit and they advertised on my site during the down time Regards, [redacted]
We were able to locate the account username "cloversandclothes"which this customer continued to be billedWe have reviewed the account logsand unfortunately do not see any indication of a previous account cancellationrequest, which would explain why this customer had continued to be billedItis for this reason that we would not be able to issue a full refund of $53.98each month billed dating back to February of 2014.With this being said, we have issued a refund of $for the last threemonths being billed totaling $processed back to this customer’s creditcardPlease allow up to to business days for the refunds to be processedback to your cadAdditionally, if this customer does have any physical proofof a cancellation request dated February of or prior to, we have requestedthe customer to forward any such documentation to us as we will be glad toreconsider our position at that pointWe have since processed an immediateclosure of this customer’s account
Response to Revdex.com complaint # [redacted] / [redacted] This customer’s account was initially created on 11/3/The account appeared to have come due for the renewal of web hosting service on 10/19/2014, however it does indeed appear that billing renewal for this account failed, and therefore the account had been deleted on 12/2/due to non paymentWe should emphasize that our main form of communication with customers in cases such as this is through email/written correspondencesIt is for this reason that we encourage all customers to make sure current and valid email contact credentials are provided on file so that we may make contact if a situation should ariseUnfortunately we cannot guarantee a phone call to be made if billing/non payment issues have been discoveredFor reference the following emails were sent to this customer as a courtesy to inform of the billing past due: 10/19/9:AM Sent Message# id:***title:Check Past Due #to ***[redacted] 10/25/9:AM Sent Message# id:***title:Check Past Due #to ***[redacted] 11/02/9:AM Sent Message# id:title:Check Past Due #to ***[redacted] With regards to this customer’s domains, since the account of which the domains had been associated with had been auto deleted, this customer would need to create a free domain parking account and allow us the opportunity to move the domains into that newly created account so that we can provide them with domain management accessOur records indicate this customer had contacted our chat support team on 12/2/2014, and was informed of this, however it does appear the customer had refused this optionWith domain registrations and renewals, once a domain has been registered or renewed, this process cannot be reversed and therefore this particular product is non refundableWe would encourage this customer to review our full Terms of Service and Domain Registration Agreement located at: [redacted] Regrettably this customer is not eligible for a refund pursuant to this agreement
We acknowledge that Ms [redacted] purchased SEO and PPC services from iPage As background PPC, or pay per click, is a targeted paid search campaign meant to drive traffic to a businesses online storefront Our team of SEO service professionals build a campaign of keywords, phrases, ads and links meant to drive traffic to the customer's doorThe customer pays for only the people that step through the doorThere is no way for us to guarantee that any of those people will actually make purchases from the customer's online storefront Ms [redacted] purchased our PPC Starter package which includes: · Dedicated MPM & marketing consultation· Dedicated Ads specialist (not client engaging)· Campaign creation - Ad Groups, KW selection and Ads creation· Complimentary conversion tracking, as applicable for calls, purchases, form submissions· Installation of conversion tracking codes (with permissions & access by client) · Weekly reporting (on Monday's)· Project portal, with summary view of impressions, clicks and conversions· Monthly and/or Bi-monthly consultations as needed with ongoing optimization of Ads campaign We have reviewed the telephone call recording between our sales representative and the customerThere was no mention of guaranteed to conversions, nor were there any promises of guaranteed placement However, our web advisor did go into a great amount of detail about estimated clicks and estimated conversions based on different budget amountsIt is our opinion that the amount of detail given did cause the confusion for Ms [redacted] Therefore, based on this we have issued a full refund for the PPC serviceMost of our customers utilize our hosting services, and purchase marketing services in conjunction with the hosting serviceMs [redacted] does not have hosting services through iPage, rather hosts with WIX Our professionals did have difficulty installing tracking codes on Ms [redacted] ’s WIX Account, but this is because we are not intimately familiar with their content management systemIn regards to reporting, we acknowledge that there may have been errors in dates showing on the initial reports - but the errors did not impact the "functional" part of managing the campaign The subsequent reports and the actual data in the reports were accurateIn review of the account and contacts it looks like we received Ms [redacted] ’s cancellation request on 11/23/ Our professional acknowledged her request the next business day, and after a couple of contacts back and forth, escalated the request to our billing team We did process a pro-rated refund on 12/04/14, and we notified customer of the refund same dayLastly, we want to clarify that we never prevented Ms [redacted] from setting up a Google Analytics accountNormally, set up of a Google Analytics account is not included in the purchase of SEO or PPC, but we will set it up for the customer at no charge if asked
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
This customer initially signed up their VPS on7/28/2014, and was billed $19.99/month for their service. On 12/16/2014 thiscustomer had made contact with our Corporate Support Team reporting websiteslowness issues. It was at that time our team had informed this customer theirwebsite slowness issues could be caused by a few different factors. The firstfactor being that the website may not be performing well during peak times ofthe day. One diagnosis of this was that this customer may have needed a largerVPS or even a dedicated server to handle their website load more efficiently.Another factor was that the website needed to have been better optimized toenhance the performance and functionality. During the course of our correspondences with thiscustomer, our team received moderate pushback by this customer not agreeingwith our feedback and provided suggestions. Unfortunately there was not a wholelot more our team could have done here if the customer was not wiling to acceptour feedback and diagnosis. On 12/19/2014 the account was ultimately downgradedto a free domain parking account, and this website services appears to have nowbeen transferred.
As per this customer’s request we indeed issued a full refund of $ Please understand in doing so, this customer forfeits ownership of the domain nameUnfortunately this is not a case where the customer receives a full refund and gets to keep their domainThis customer may buy their domain back from us if they choose At that point, once the domain has been registered for at least days, the customer may transfer the domain to the Registration Service Provider of their choosing
As they are full aware if the drop all my services I will lose my domain due to [redacted] will not let transfer for daysI have STATED that to them and at this point they are doing it out of spiteIf I lose my domain I will lose hundreds of hours worth the work and many salesI do expect a refund after my day so I can move my domain Regards, %
To address this complaint further we have now emailed this customer as duringour research into this customer’s concerns we were unable to locate an accountfor this customer using the credentials provided within the Revdex.com complaint.Therefore kindly ask that this customer provide us with their account usernameor domain name associated with the account so that we can appropriately locate theirinformationTo address this customer’s concern, please note that new account signups aresubject to introductory rates and pricingPursuant with our Terms of Service(ipage.com/legal), account pricing will defer to the regular renewal rate oncethe initial introductory year has endedOur system does typically emailcustomers upon service renewal as a courtesyCustomers may also find their renewalrate and processing billing date within the "Billingcentral" portionof their control panelLastly, should this customer choose to cancel their service, we will mostcertainly be glad to issue a full refund of $for the recent renewalToavoid confusion we ask this customer to verify that they do wish for theaccount to be canceled in its entirety and refunded accordingly
In review of this customer’s complaint, we do acknowledge that a routineserver migration took place back in December Notice of this migration wasposted in the Homestead customer community forumUnfortunately during thismigration there was a subset of customer accounts that were impacted by thismigrationIn this specific case, this customer’s files appeared to have becomecorrupt during the migrationWe must emphasize this was never intentional, norwas this situation within our controlIt is for this very same reason that weask all customers to manage and maintain regular backup copies of their websitecontent in case a situation such as this should ariseAs a gesture of good faith, we had previously issued a refund for one monthof hosting back to this customer, and had previously provided two months ofgoodwill credit to this customer’s account for the inconvenienceAlthough wecan certainly understand the cost of which this customer may have invested intotheir website build, we are simply not responsible or liable should their websitefiles become corrupt while hosting on our serversIt is true that we offerwebsite design build, unfortunately this is not a situation where we can assistwith the cost of a website rebuildWe would encourage this customer to reviewour Terms of Service and Limitations of Liability which can be found at http://www.homestead.com/legal/legal_useragreement#.VOUg8RC9bmM.We do sincerely apologize for inconvenience this situation may have caused
It would appear the customer website was compromised due to an out-of-date installation of [redacted] His account was suspended on March 10, to prevent further damage to the customer website or our server infrastructureUnfortunately, there was a delay with notifying the customer about this issueWe apologize for this, normally we notify customers as soon as possible so that they can take action to get their account reactivatedWe will be reviewing this particular incident with senior management to determine how we can improve our services and response time.Upon receipt of this complaint, our team scanned the customer's account for malware and it was determined that the account had over infected filesTherefore we reached out to the customer to educate him about the situation and offered to provide him with SiteLock Fix that no charge for one year ($value)This product automatically scans the customer account and web site for infected files and attempts to fix themAfter doing a final rescan on March 12, 2015, we are happy to report that there were no infected files present on the account and the account was reactivated.We recommend that the customer upgrades the version of PHP installed on his account and upgrades [redacted] to the latest version
Our records indicate this customer’s technical related issue has beendocumented through support ticket [redacted] , and currently has been escalated toour Network Operations Team, the highest level of technical support offered withinour organizationIt would appear this customer is using an application systemcalled “ShopSite”, which we offer through our control panel for customer use.The ShopSite program is primarily used as an eCommerce pre built shopping cartbuilder, however there are customers that choose to use ShopIste as their mainwebsite builderThe customer’s main concern revolves around not being able to edit productsand the product description in ShopSiteIt does appear this may be a casewhere the customer has added a larger number of products to their shoppingcart, which may be causing an issue with how the application is performingOurpersonnel did suggest having the customer try and remove some unwanted orunnecessary images/products to see how the program may reactIt appears the customerwas not willing to try this suggestionThis does appear to be an intermittent issue, as it works fine once we resetthe permissions and remove shopSite lock filesOur Network Operations Team iscurrently looking to see if this something we have the ability to correct onour end, whether this fix may involve our third party vendor, or if this is abug that may not be able to be fixed on an immediate basisWe will update thiscustomer once we have a better understanding internally of what our abilitiesare in terms of correcting this issueUnfortunately ShopSite is becoming an outdated program, as newer and more robustprograms have since become availableShopSite will more than likely be phasedout in the long term futureIt may be in this customer’s best interest torebuild their site in one of our new website building programs, one inparticular is the Weebly Drag and Drop BuilderIf this customer does not want touse one of our pre template based builders, they are more than welcome to use amore customized application such as WordPress, which is compatible with ourplatform
We have researched this customer’s account which was initially establishedon 11/27/It would appear this customer was subscribed to a year hostingplan which renewed on 1/14/Dating back to September 28th, weacknowledge that this customer had requested assistance with the transfer of theirwebsite dateOur records also indicate that a request to update DNS recordswas made on 10/3/Ultimately we had never received an official cancellation request for theaccount, which would explain the re-billing dated 1/14/in the amount of$for the two year hosting renewalSince an official cancellation nevertook place, the account renewed in accordance with our Terms of Service(http://www[redacted] .com/legal/legal_useragreement.bml)We will kindly refer thiscustomer to Section 3, Sub-Section Gwhich states:G“You have ninety (90) days to dispute any charge or payment processed by [redacted] If you have a question concerning a charge you believe is incorrect,please contact us at billing@ [redacted] -inc.com”At this point we have fully canceled the "artistescherubim"accountWith regards to a refund, we are willing to offer a refund for thelast months of hosting service pursuant with our Terms of Service and BillingAgreementTo claim this refund, we have asked this customer to provide us withthe name and full address of which we can have a check in the amount of $26.85sent toSince we were not contacted within days from the transaction dated1/14/2013, this customer would not be entitled to a full refund as the accounthad remained active on our platform until now
Our Corporate Support Team has reached out to this customer to morethoroughly address this matterIn a way of background this customer hadpreviously signed up for a day trial of the EmaiBrain service, which is anemail based marketing aof which we offer to our customersUnfortunatelywe had not seen a prior cancellation request documented for this product, whichultimately renewed on 1/30/2015, and the customer was billed $for theannual subscriptionOn 2/the customer had contacted our phone support team to cancel theEmailBrain service and obtain a refund for the recent renewalOur recordsindicate that our team did indeed cancel the product as requested, however itdid appear that the $refund was actually processed as an account credit,meaning that this amount was added to the customer’s account as store credit tobe applied towards future service renewals versus being processed as an actualrefundOn 2/we received a chargeback from this customer’s bank/financial institutionfor the $transaction.Unfortunately because of the chargeback, the customer’s account was placed in a“past due” status In a good faitheffort to resolve this matter our team had re-enabled account services for thiscustomer on 2/11, and had informed that in order to resolve this matter we wouldeither need the amount of $paid back with the chargeback fees waived sothat we could re-issue the refund appropriately, or have the customer’sbank/financial institution process a chargeback reversal so that we couldre-issue the refunds appropriatelyEither of these options would resolve thismatter, and allow us to clear any billing flags still imposed on the customer’saccountAs of 2/we have yet to see the chargeback reversal posted in our MerchantaccountTypically a chargeback reversal can take several weeks to postToaddress this more expeditiously we have asked this customer to forward us aletter or physical proof from the bank showing that the chargeback reversal hasbeen engagedThis will allow us to issue the refund at a quicker rate
Response to Revdex.com complaint # [redacted] / [redacted] This customer’s account was initially created on 11/3/The account appeared to have come due for the renewal of web hosting service on 10/19/2014, however it does indeed appear that billing renewal for this account failed, and therefore the account had been deleted on 12/2/due to non paymentWe should emphasize that our main form of communication with customers in cases such as this is through email/written correspondencesIt is for this reason that we encourage all customers to make sure current and valid email contact credentials are provided on file so that we may make contact if a situation should ariseUnfortunately we cannot guarantee a phone call to be made if billing/non payment issues have been discoveredFor reference the following emails were sent to this customer as a courtesy to inform of the billing past due: 10/19/9:AM Sent Message# id:title:Check Past Due #to ***[redacted] 10/25/9:AM Sent Message# id:title:Check Past Due #to ***[redacted] 11/02/9:AM Sent Message# id:title:Check Past Due #to ***[redacted] With regards to this customer’s domains, since the account of which the domains had been associated with had been auto deleted, this customer would need to create a free domain parking account and allow us the opportunity to move the domains into that newly created account so that we can provide them with domain management accessOur records indicate this customer had contacted our chat support team on 12/2/2014, and was informed of this, however it does appear the customer had refused this optionWith domain registrations and renewals, once a domain has been registered or renewed, this process cannot be reversed and therefore this particular product is non refundableWe would encourage this customer to review our full Terms of Service and Domain Registration Agreement located at: [redacted] Regrettably this customer is not eligible for a refund pursuant to this agreement
In response to this complaint, it is very true that it can take approximatelyto months at the earliest to start noticing results from an SEO campaign.Results will vary depending on the links being used along with the type ofcampaign subscribedIn a way of background, SEO Gears is a partner of theipage brand offering Search Engine Optimization and Marketing services to iPagecustomersTherefore, if a customer were to cancel their SEO service, theywould actually contact iPage as their web hosting service providerAt thistime it does appear the SEO services have now been fully canceled from this customer’saccountWe do apologize for any inconvenience this experience may have caused
The customer's domain name is associated with a deleted accountAs such, we have asked the customer to prove their identity by providing a copy of her photo ID.We understand the customer is reluctant to provide a copy of her ID over email or faxTherefore, we have attempted to contact the customer several times, by phone and email, to discuss a resolution to this issueHowever, despite several phone calls and emails, we have not heard back.The customer should contact us back so we can discuss the matter further
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 I am rejecting the response because I never had an issue with the auto renewalThe response makes it sound like I was upset because my account was auto renewedOnce again that was not the issue, as I have since renewed my services for over double the amount they were charging as I was looking to upgrade my websiteMy issue was that they told me their policy was such that if I requested a refund of the renewal, which they said they were happy to do, that they would have to cancel my website immediately and not honor our original contract.Even though they have now refunded my money a stated they would honor our contract, my issue is still the same, they threatened to shut down my website, which I need for business and I couldn't speak with anyone regarding this and for the record the only reason they did reach out to me was thanks to the Revdex.com complaint.I am however happy that they have agreed to honor our original terms Regards, [redacted]
To clarify, The EnduranceInternational Group d/b/a Domain-inc serves nearly 4 million customers across21 plus countries globally. Email [redacted] is a service partner offering productsacross the various Endurance brands/hosting service providers. With regards to this customer’scomplaint, we were... actually able to locate an account username “buybooksandmorecom”listed under this party’s email address as well as their first and last name.In a way of background, this account was initially created on 11/29/2014. TheEmail [redacted] subscription was set to renew on 12/26/2014 in the amount of $99.50.We must emphasize our records indicate this transaction had actually failed, wehave no proof of this transaction taking place on our platform as this customeris disputing within their complaint. On 1/5/2015 our Support Team hadsent this customer an email (see attached Exhibit A), informing that thetransaction had not taken place, additionally our team had made an offer toissue a full refund back to this customer if they can provide specific proofthat they were billed. Our Corporate Support Team has alsosent an email to this customer informing of the same offer. To prevent a futurebilling of this product we have taken the preventative action and have nowremoved this product off of the account and have cleared all past due flags. If this customer believes thisaccount had been created fraudulently, they will need to respond to our emailmaking mention of this so that we can process an immediate cancellation of servicefor this account.
Our Corporate Support Team has reached out to address this customer’s concerns furtherIt appeared their website project had taken much longer than expected to complete, and we do sincerely apologize for this negative experienceOn 6/30/2014, this customer had established services with our company and had purchased the below products/services: Ipage Essential Hosting plan- $ WP Essential Upgrade- $ Rapid SSL Certificate- $ Professional Service- $ Web Concierge Template Configuration- $ Due to the negative customer experience on 10/we had issued a full refund of $for the Web Concierge Template ConfigurationAs of today, we have now processed a full refund for all of the above products/services, and will the customer as much time as needed to transition their hosting service to an alternative providerUpon transition we will be cancelling this customer’s account in full as requested by the customer
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 If the security on their system was as good as they advertise then no one entity should of planted anything in my files except me Their security did not catch the real culprit and they advertised on my site during the down time Regards, [redacted]
We were able to locate the account username "cloversandclothes"which this customer continued to be billedWe have reviewed the account logsand unfortunately do not see any indication of a previous account cancellationrequest, which would explain why this customer had continued to be billedItis for this reason that we would not be able to issue a full refund of $53.98each month billed dating back to February of 2014.With this being said, we have issued a refund of $for the last threemonths being billed totaling $processed back to this customer’s creditcardPlease allow up to to business days for the refunds to be processedback to your cadAdditionally, if this customer does have any physical proofof a cancellation request dated February of or prior to, we have requestedthe customer to forward any such documentation to us as we will be glad toreconsider our position at that pointWe have since processed an immediateclosure of this customer’s account
Response to Revdex.com complaint # [redacted] / [redacted] This customer’s account was initially created on 11/3/The account appeared to have come due for the renewal of web hosting service on 10/19/2014, however it does indeed appear that billing renewal for this account failed, and therefore the account had been deleted on 12/2/due to non paymentWe should emphasize that our main form of communication with customers in cases such as this is through email/written correspondencesIt is for this reason that we encourage all customers to make sure current and valid email contact credentials are provided on file so that we may make contact if a situation should ariseUnfortunately we cannot guarantee a phone call to be made if billing/non payment issues have been discoveredFor reference the following emails were sent to this customer as a courtesy to inform of the billing past due: 10/19/9:AM Sent Message# id:***title:Check Past Due #to ***[redacted] 10/25/9:AM Sent Message# id:***title:Check Past Due #to ***[redacted] 11/02/9:AM Sent Message# id:title:Check Past Due #to ***[redacted] With regards to this customer’s domains, since the account of which the domains had been associated with had been auto deleted, this customer would need to create a free domain parking account and allow us the opportunity to move the domains into that newly created account so that we can provide them with domain management accessOur records indicate this customer had contacted our chat support team on 12/2/2014, and was informed of this, however it does appear the customer had refused this optionWith domain registrations and renewals, once a domain has been registered or renewed, this process cannot be reversed and therefore this particular product is non refundableWe would encourage this customer to review our full Terms of Service and Domain Registration Agreement located at: [redacted] Regrettably this customer is not eligible for a refund pursuant to this agreement
We acknowledge that Ms [redacted] purchased SEO and PPC services from iPage As background PPC, or pay per click, is a targeted paid search campaign meant to drive traffic to a businesses online storefront Our team of SEO service professionals build a campaign of keywords, phrases, ads and links meant to drive traffic to the customer's doorThe customer pays for only the people that step through the doorThere is no way for us to guarantee that any of those people will actually make purchases from the customer's online storefront Ms [redacted] purchased our PPC Starter package which includes: · Dedicated MPM & marketing consultation· Dedicated Ads specialist (not client engaging)· Campaign creation - Ad Groups, KW selection and Ads creation· Complimentary conversion tracking, as applicable for calls, purchases, form submissions· Installation of conversion tracking codes (with permissions & access by client) · Weekly reporting (on Monday's)· Project portal, with summary view of impressions, clicks and conversions· Monthly and/or Bi-monthly consultations as needed with ongoing optimization of Ads campaign We have reviewed the telephone call recording between our sales representative and the customerThere was no mention of guaranteed to conversions, nor were there any promises of guaranteed placement However, our web advisor did go into a great amount of detail about estimated clicks and estimated conversions based on different budget amountsIt is our opinion that the amount of detail given did cause the confusion for Ms [redacted] Therefore, based on this we have issued a full refund for the PPC serviceMost of our customers utilize our hosting services, and purchase marketing services in conjunction with the hosting serviceMs [redacted] does not have hosting services through iPage, rather hosts with WIX Our professionals did have difficulty installing tracking codes on Ms [redacted] ’s WIX Account, but this is because we are not intimately familiar with their content management systemIn regards to reporting, we acknowledge that there may have been errors in dates showing on the initial reports - but the errors did not impact the "functional" part of managing the campaign The subsequent reports and the actual data in the reports were accurateIn review of the account and contacts it looks like we received Ms [redacted] ’s cancellation request on 11/23/ Our professional acknowledged her request the next business day, and after a couple of contacts back and forth, escalated the request to our billing team We did process a pro-rated refund on 12/04/14, and we notified customer of the refund same dayLastly, we want to clarify that we never prevented Ms [redacted] from setting up a Google Analytics accountNormally, set up of a Google Analytics account is not included in the purchase of SEO or PPC, but we will set it up for the customer at no charge if asked
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
This customer initially signed up their VPS on7/28/2014, and was billed $19.99/month for their service. On 12/16/2014 thiscustomer had made contact with our Corporate Support Team reporting websiteslowness issues. It was at that time our team had informed this customer theirwebsite slowness issues could be caused by a few different factors. The firstfactor being that the website may not be performing well during peak times ofthe day. One diagnosis of this was that this customer may have needed a largerVPS or even a dedicated server to handle their website load more efficiently.Another factor was that the website needed to have been better optimized toenhance the performance and functionality. During the course of our correspondences with thiscustomer, our team received moderate pushback by this customer not agreeingwith our feedback and provided suggestions. Unfortunately there was not a wholelot more our team could have done here if the customer was not wiling to acceptour feedback and diagnosis. On 12/19/2014 the account was ultimately downgradedto a free domain parking account, and this website services appears to have nowbeen transferred.
As per this customer’s request we indeed issued a full refund of $ Please understand in doing so, this customer forfeits ownership of the domain nameUnfortunately this is not a case where the customer receives a full refund and gets to keep their domainThis customer may buy their domain back from us if they choose At that point, once the domain has been registered for at least days, the customer may transfer the domain to the Registration Service Provider of their choosing
As they are full aware if the drop all my services I will lose my domain due to [redacted] will not let transfer for daysI have STATED that to them and at this point they are doing it out of spiteIf I lose my domain I will lose hundreds of hours worth the work and many salesI do expect a refund after my day so I can move my domain Regards, %
To address this complaint further we have now emailed this customer as duringour research into this customer’s concerns we were unable to locate an accountfor this customer using the credentials provided within the Revdex.com complaint.Therefore kindly ask that this customer provide us with their account usernameor domain name associated with the account so that we can appropriately locate theirinformationTo address this customer’s concern, please note that new account signups aresubject to introductory rates and pricingPursuant with our Terms of Service(ipage.com/legal), account pricing will defer to the regular renewal rate oncethe initial introductory year has endedOur system does typically emailcustomers upon service renewal as a courtesyCustomers may also find their renewalrate and processing billing date within the "Billingcentral" portionof their control panelLastly, should this customer choose to cancel their service, we will mostcertainly be glad to issue a full refund of $for the recent renewalToavoid confusion we ask this customer to verify that they do wish for theaccount to be canceled in its entirety and refunded accordingly
In review of this customer’s complaint, we do acknowledge that a routineserver migration took place back in December Notice of this migration wasposted in the Homestead customer community forumUnfortunately during thismigration there was a subset of customer accounts that were impacted by thismigrationIn this specific case, this customer’s files appeared to have becomecorrupt during the migrationWe must emphasize this was never intentional, norwas this situation within our controlIt is for this very same reason that weask all customers to manage and maintain regular backup copies of their websitecontent in case a situation such as this should ariseAs a gesture of good faith, we had previously issued a refund for one monthof hosting back to this customer, and had previously provided two months ofgoodwill credit to this customer’s account for the inconvenienceAlthough wecan certainly understand the cost of which this customer may have invested intotheir website build, we are simply not responsible or liable should their websitefiles become corrupt while hosting on our serversIt is true that we offerwebsite design build, unfortunately this is not a situation where we can assistwith the cost of a website rebuildWe would encourage this customer to reviewour Terms of Service and Limitations of Liability which can be found at http://www.homestead.com/legal/legal_useragreement#.VOUg8RC9bmM.We do sincerely apologize for inconvenience this situation may have caused
It would appear the customer website was compromised due to an out-of-date installation of [redacted] His account was suspended on March 10, to prevent further damage to the customer website or our server infrastructureUnfortunately, there was a delay with notifying the customer about this issueWe apologize for this, normally we notify customers as soon as possible so that they can take action to get their account reactivatedWe will be reviewing this particular incident with senior management to determine how we can improve our services and response time.Upon receipt of this complaint, our team scanned the customer's account for malware and it was determined that the account had over infected filesTherefore we reached out to the customer to educate him about the situation and offered to provide him with SiteLock Fix that no charge for one year ($value)This product automatically scans the customer account and web site for infected files and attempts to fix themAfter doing a final rescan on March 12, 2015, we are happy to report that there were no infected files present on the account and the account was reactivated.We recommend that the customer upgrades the version of PHP installed on his account and upgrades [redacted] to the latest version
Our records indicate this customer’s technical related issue has beendocumented through support ticket [redacted] , and currently has been escalated toour Network Operations Team, the highest level of technical support offered withinour organizationIt would appear this customer is using an application systemcalled “ShopSite”, which we offer through our control panel for customer use.The ShopSite program is primarily used as an eCommerce pre built shopping cartbuilder, however there are customers that choose to use ShopIste as their mainwebsite builderThe customer’s main concern revolves around not being able to edit productsand the product description in ShopSiteIt does appear this may be a casewhere the customer has added a larger number of products to their shoppingcart, which may be causing an issue with how the application is performingOurpersonnel did suggest having the customer try and remove some unwanted orunnecessary images/products to see how the program may reactIt appears the customerwas not willing to try this suggestionThis does appear to be an intermittent issue, as it works fine once we resetthe permissions and remove shopSite lock filesOur Network Operations Team iscurrently looking to see if this something we have the ability to correct onour end, whether this fix may involve our third party vendor, or if this is abug that may not be able to be fixed on an immediate basisWe will update thiscustomer once we have a better understanding internally of what our abilitiesare in terms of correcting this issueUnfortunately ShopSite is becoming an outdated program, as newer and more robustprograms have since become availableShopSite will more than likely be phasedout in the long term futureIt may be in this customer’s best interest torebuild their site in one of our new website building programs, one inparticular is the Weebly Drag and Drop BuilderIf this customer does not want touse one of our pre template based builders, they are more than welcome to use amore customized application such as WordPress, which is compatible with ourplatform
We have researched this customer’s account which was initially establishedon 11/27/It would appear this customer was subscribed to a year hostingplan which renewed on 1/14/Dating back to September 28th, weacknowledge that this customer had requested assistance with the transfer of theirwebsite dateOur records also indicate that a request to update DNS recordswas made on 10/3/Ultimately we had never received an official cancellation request for theaccount, which would explain the re-billing dated 1/14/in the amount of$for the two year hosting renewalSince an official cancellation nevertook place, the account renewed in accordance with our Terms of Service(http://www[redacted] .com/legal/legal_useragreement.bml)We will kindly refer thiscustomer to Section 3, Sub-Section Gwhich states:G“You have ninety (90) days to dispute any charge or payment processed by [redacted] If you have a question concerning a charge you believe is incorrect,please contact us at billing@ [redacted] -inc.com”At this point we have fully canceled the "artistescherubim"accountWith regards to a refund, we are willing to offer a refund for thelast months of hosting service pursuant with our Terms of Service and BillingAgreementTo claim this refund, we have asked this customer to provide us withthe name and full address of which we can have a check in the amount of $26.85sent toSince we were not contacted within days from the transaction dated1/14/2013, this customer would not be entitled to a full refund as the accounthad remained active on our platform until now
Our Corporate Support Team has reached out to this customer to morethoroughly address this matterIn a way of background this customer hadpreviously signed up for a day trial of the EmaiBrain service, which is anemail based marketing aof which we offer to our customersUnfortunatelywe had not seen a prior cancellation request documented for this product, whichultimately renewed on 1/30/2015, and the customer was billed $for theannual subscriptionOn 2/the customer had contacted our phone support team to cancel theEmailBrain service and obtain a refund for the recent renewalOur recordsindicate that our team did indeed cancel the product as requested, however itdid appear that the $refund was actually processed as an account credit,meaning that this amount was added to the customer’s account as store credit tobe applied towards future service renewals versus being processed as an actualrefundOn 2/we received a chargeback from this customer’s bank/financial institutionfor the $transaction.Unfortunately because of the chargeback, the customer’s account was placed in a“past due” status In a good faitheffort to resolve this matter our team had re-enabled account services for thiscustomer on 2/11, and had informed that in order to resolve this matter we wouldeither need the amount of $paid back with the chargeback fees waived sothat we could re-issue the refund appropriately, or have the customer’sbank/financial institution process a chargeback reversal so that we couldre-issue the refunds appropriatelyEither of these options would resolve thismatter, and allow us to clear any billing flags still imposed on the customer’saccountAs of 2/we have yet to see the chargeback reversal posted in our MerchantaccountTypically a chargeback reversal can take several weeks to postToaddress this more expeditiously we have asked this customer to forward us aletter or physical proof from the bank showing that the chargeback reversal hasbeen engagedThis will allow us to issue the refund at a quicker rate
Response to Revdex.com complaint # [redacted] / [redacted] This customer’s account was initially created on 11/3/The account appeared to have come due for the renewal of web hosting service on 10/19/2014, however it does indeed appear that billing renewal for this account failed, and therefore the account had been deleted on 12/2/due to non paymentWe should emphasize that our main form of communication with customers in cases such as this is through email/written correspondencesIt is for this reason that we encourage all customers to make sure current and valid email contact credentials are provided on file so that we may make contact if a situation should ariseUnfortunately we cannot guarantee a phone call to be made if billing/non payment issues have been discoveredFor reference the following emails were sent to this customer as a courtesy to inform of the billing past due: 10/19/9:AM Sent Message# id:title:Check Past Due #to ***[redacted] 10/25/9:AM Sent Message# id:title:Check Past Due #to ***[redacted] 11/02/9:AM Sent Message# id:title:Check Past Due #to ***[redacted] With regards to this customer’s domains, since the account of which the domains had been associated with had been auto deleted, this customer would need to create a free domain parking account and allow us the opportunity to move the domains into that newly created account so that we can provide them with domain management accessOur records indicate this customer had contacted our chat support team on 12/2/2014, and was informed of this, however it does appear the customer had refused this optionWith domain registrations and renewals, once a domain has been registered or renewed, this process cannot be reversed and therefore this particular product is non refundableWe would encourage this customer to review our full Terms of Service and Domain Registration Agreement located at: [redacted] Regrettably this customer is not eligible for a refund pursuant to this agreement
In response to this complaint, it is very true that it can take approximatelyto months at the earliest to start noticing results from an SEO campaign.Results will vary depending on the links being used along with the type ofcampaign subscribedIn a way of background, SEO Gears is a partner of theipage brand offering Search Engine Optimization and Marketing services to iPagecustomersTherefore, if a customer were to cancel their SEO service, theywould actually contact iPage as their web hosting service providerAt thistime it does appear the SEO services have now been fully canceled from this customer’saccountWe do apologize for any inconvenience this experience may have caused