We respond as follows to this complaint. On March 12, Mr*** contacted Netfirms in regards to malicious content that was found within his accountAs a courtesy, a free year of SiteLock services was added to Mr***’s infected website due to the his dissatisfaction with the situation Once again on May 3, Mr*** contacted Netfirms as his account was suspended for malicious content on another websiteIt was then explained to Mr*** that the SiteLock product will only protect whichever website it is applied to and to protect the entire account each website would need its own instance of SiteLock.Mr*** has placed a complaint with the Revdex.com regarding his website being suspend again for malicious content as well as being charged for SitelockWe contacted Mr*** on April 7, to explain that his websites had not been suspended for malicious content and Sitelock was indeed working on his accountFurthermore, we did let Mr*** know that his account has been suspended eight times since July 6, as his site is violating our terms of services by consuming server resources in excess of what is considered usageNetfirms advised Mr*** in July that to prevent these issues from reoccurring he would need to consider moving to a VPS/Dedicated serverAs the websites were never moved to a VPS/Dedicated server the account continues to be suspended for high usage of server storage and large amounts of requests. These issues are in no way related to malicious content or SiteLockAs a courtesy, on April 6, Netfirms performed a malware scan on Mr***’s entire account and found no malicious content.Mr.*** was charged $for Sitelock in February We would be more than happy to issue him a prorated refund for this charge and delete the serviceHowever, the issues Mr*** is experiencing is not related to malware, malicious content, or SitelockWhile we have attempted to come to an amicable agreement with Mr*** he is currently in denial of the issue at hand.Regards,Netfirms Customer Relations
Ourrecords indicate that multiple domain renewal reminders went to the customerSpecificallyon the following dates:3/24/20143/19/20143/11/20142/23/20142/03/2014Sincethe customer did not renew the domain name, the domain expired and wasrepurchased by another partyWe suggest that the customer
contact the newowner of the domain name if they still wish to gain ownership of it.Pleasenote we did not hear from the customer about this issue until recently and thedomain has been under new ownership for over a yearWe show no contact fromthis customer during on this particular account and the last time it wasrenewed by the customer was on 3/05/2013.Thankyou
Thank you for the opportunity to address this complaintWeapologize to the consumer for the delay with resolving this issue.The customer account was initially flagged for “***” size on 11/05/This was occurring because *** does notremove unused files so everything he had in his
website historically whether itwas being used or not was still being uploaded from *** to ***.On 01/27/the customer started to experiencing issuespublishing his *** siteThis was due to the size of his site and ***using *** to publish as well as *** not deleting unused files.We are now at a point where the customer cannot publish hissite for reasons, first this would cause him to be back at a point where heis exceeding *** size limits and secondly *** simply cannot publishthe site due to the size.Our only solution provided by *** is to identify whatfiles are not needed so they can manually remove them from their servers andattempt to republish.There are problems with this solution for this customerspecificallyThe website itself is actually quite large and we believe themajority of the files in place are actually in use on his websiteSecondlyeven if there are enough files to remove we will need the actual file nameprovided to us from the customerEx - *** which we realize is notrealistic.The alternative solution is to rebuild the website usinganother programSince the customer website consists of over unique pages, ***would not be a suitable option for starting overWe would recommend a programlike ***.To that end, we have offered Web Concierge to the customerso he can start to convert his site over to ***, but customer refuses andonly wants to have *** resolvedHe was been made aware that there is not*** on a resolution
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 # ***.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 *** cannot fix the *** 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 *** per the user agreement. It is not excessive in bandwidth or pages. It is a paid service that should be serviced as such
Regards,
*** ***
Homestead does utilize spam filtering software to monitor inbound and outbound email sent from our servicesHowever, spam filters are not perfect and sometimes spam messages will get through the filters. Spammers are getting more and more sophisticated and leverage advanced techniques to get
around spam filtersIn this case we have set up a feedback system so customers can provide us samples of spam emails that managed to pass through the filters on the Community forum and we will submit the message to our spam filtering softwareThis way our software will start blocking messages from that particular spammer going forwardThe more samples we submit to the software the more effective it will become in terms of blocking spam.Some email providers such as *** do provide the ability for customers to report spam by simply clicking a buttonHowever our services are different from *** and we don't have such a capability at this time.We realize it's likely inconvenient for the customer to report spam on our forumWe understand this is not the ideal way of reporting spam and will be looking into ways to improve this feedback systemThank you
This customer had initially established their account services on
10/15/On 10/1/our system had attempted to renew the three year
hosting plan up for renewal, which would have been billed at $Our
records indicate the automatic billing
attempts failed, and the customer was
sent notice through email informing of
the billing failure. We received no
follow up from the customer, until 10/when our team had made phone contact
with the customer informing of the billing situation pertaining to the hosting
services of the account
According to the account notes, it did appear the billing for the hosting
services were attempted to be suspended until 10/as per customer request
During that same conversation the billing information had been updated, and the
one year registration of the saborytodo.com
domain had taken placeUnfortunately, in this case since the account was past
due, and a new credit card was captured and used for the registration of saborytodo.com, the system
automatically recognized the new credit card credentials, and had billed the
customer $on 10/as this was an automatic systematic push of the
billing
Our records indicate that a refund of $had taken place on 10/14/2014,
and the account had been downgraded to a free domain parking account, which
would allow the customer to manage their domain services, the customer was also
informed of this via email that same day
Although we can understand this customer’s frustration, please note that we
are simply not in a position to issue any additional refunds for third party
fees due to billing activity taking place on our platform
Thank you for the opportunity to address this complaint.According to our records the customer reported having issues sending email on March 9, Our support representative was able to duplicate the issue and escalated the matter to our technical teamUpon further review, it turns out our spam
filtering software was inadvertently blocking outbound email for this customerIn order to remedy the issue, we asked the customer to provide us a sample email that she was trying to send outAfter we obtained a sample email we reset the spam score for her domain name. This should allow the customer to send out email again.On March 11, 2015, one of our representatives reached out to the customer and left a voicemail letting her know that her email functionality has been restoredThe customer should contact us if she has any further 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 complaintI understand that by choosing to accept the business response that my complaint will be closed as resolved To clarify, we do not dispute our account with EIG and its subsidiary domain.comWhat we disputed was the $charge to our account for a service that we did not requestWe were not notified by email, mail, or phone of a $charge on Dec26, for subscription dues of $99.95.Regardless, we checked our bank statement and verified that EIG removed the $charge The company also contacted us via email to resolve the issueWe appreciate your assistance in resolving this issue
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 # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
*** ***
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 # Please add your rejection comments below. This response is not only completely unacceptable, it is factually inaccurateNetfirms has again breached my services contractWhile they state the service is not active, there own system and email records show otherwiseI have an email from two days ago showing SiteLock should be active on the site in questionFurthermore, I have the entire correspondence from 2015, where the issue was poor support with SiteLock being provided as a free service to help make amendsNothing provided in the above response has anything to do with my complaint whatsoever, and the company is attempting to deflect attention from their lack of adherence to their own policies. I also spoke with SiteLock directly, who told me they have been receiving reports of Netfirms misrepresenting their services and creating issuesFurthermore, I feel the company is taking malicious action in response to my complaint in regard to the response and continued lack of service and communication. I have complete records of all correspondence, service and policy emailsIn their response they are ignorant to the actual case, and can not reference any of the previous conversations and individuals I worked with inside of their own compliance departmentComplete disorganization and negligence in doing the due diligence for this issue. I will continue to pursue all options available to me
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Our Corporate Support Team had attempted to reach out to thiscustomer via phone to address this situation further, however our team hadreached a voicemail and left a message with our direct contact informationWehave also followed up our attempted call with an email to reach out further toaddress
this situationIn short, the websitehttp://www.freeonlinecoupon.org/coupon/***-coupon-1-per-month-promotion/ isnot actually owned or operated by ***.comIn actuality this appears to bean affiliate link not operated by ***, and therefore we would not be able toguarantee such offers provided on this affiliate linkHaving said this, we did note the "***"account, which was created on 11/19/for the rate of $1/month billed at $12a yearWe ask that this customer let us know if there was another account theywere trying to sign up for this same price point and we will be glad to furtherreview this case
Our Corporate Support Team has made multipleattempts to follow up with this customer regarding their chargeback reversal.Our Team sent this customer an email on 2/as well as 2/requesting prooffrom the bank/financial institution indicating the chargeback reversal has beencompletedAs of today we still are not showing the reversal, and must requestproof from the bank that the chargeback has been reversedUnfortunately thiswill be the only way for us at this point to prove that the reversal has beendoneIf we do not have this proof, i.ebilling statement or letter from thebank, we would not be able to issue the refund without this documentation
Our records indicate that arefund of $for the cancellation fee had been issued back to the customer on12/21/2014, the same day the account had been canceled
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards, *** ** p.sI've been trying for months to close this account and called numerous occasions to the company and nothing was doneThank you for helping me in resolving this matter. Ever since my renewal date I have NEVER used any of their services on my account with ***, because I already transferred my domain. Turns out I transferred the domain to their "sister" company iPage, which is why it showed as two accounts on their systemSo there was a little confusion. I guess they own many hosting sites which I wasn't aware of. Thank you again!
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 # ***Please add your rejection comments below.
First off I paid a total of $($& $30) for separate accounts with their servicesThey offer a 99.99% uptime guarantee and they have never been able to fulfill that guaranteeI had to contact them on many occasions due to their servers being down and that shut down my sites temporarilyI am sure they got tired of me opening support tickets asking them to fix the issues which is why this matter came to be.They shut all of my sites down and I did not have access to them since I would need to log into my sites to make the changes they wantedThey also locked me out of their "*** ***" which has all of my database records so I had no way to get my files downloaded to my computerThey said I had malicious files on my websites and they were wrong, I called them and their tech support *** manager as they called him said that they were not malicious files but potential back doors to get into my websitesThe definition of *** is: "*** refers to software programs designed to damage or do other unwanted actions on a computer system." (definition from techterms.com)Backdoors are NOT ***I told the manager this and he said they are still a threat even if they are not actual *** or virusesHe said the potential is still there that they could be compromised one dayI could not understand exactly what his name was but he said something like "***", but I am not sureI even had my site scanned by *** (I enclosed s screenshot) which is a top website security and threat detection companyThey found no threats of any kindI told the *** manager this and he said that doesn't matter because their software detected someHe told me the only way to get access to my sites again was to buy their "***" security service which is about $per domain (i had with them) or delete everything and lose all my dataI couldn't afford to pay them $per domain I had there, that would have been over $14,That is crazyThe software they used to scan and find the alleged infected files was "***", the same service they were trying to extort me into buyingThat is a clash of interestI have about screenshots of all of the support tickets for both accounts and have proof of everything they were trying to doEach time they contacted me or when I called on the phone they kept trying to force me to buy the "***" security service. I lost advertisers and advertising money because of their extortion attempt so I figure a complete refund of what I paid for both account is way beyond fair to themI lost much more than thatThey didn't give me any kind of warning or anything before they shut down my websites for fraudulent claims of ***I had the site check by other security services and they detected no *** eitherIt was just their "***" scanner software which only detected what THEY called potential back doors and they detected that only because they wanted to strong arm me into paying for their "***" security service.All I wanted was access to my websites and all my data so I could retrieve it to my computer and get it off their systemThey wouldn't let me have access to everything I needed until I either bought the "***" security service or deleted my dataI would have happily removed everything they falsely claimed was infected just so I wouldn't lose my data and all the money they cost me by wrongfully shutting my websites down.A complete refund of the $I paid is more than fair to themI should be pushing for more because they wrongfully closed down my sites and cost me more than thatI am willing to let their extortion/strong arm tactics be a thing of the past but only if I get a complete refundThey could not hold up their end of the contract so I am entitled to a refund because they broke their agreement with the 99% uptime guarantee and they wrongfully shut my sites down costing me alot more than the amount they should refund meIf I was a lesser person I would pursue their extortion/strong arm tactics further but I just want this incident behind me.I only want what is somewhat fair to meTrying to force me into buying an unwanted and unneeded service is just a bad way for them to do business!
Regards,
*** ***
Our Corporate Support Team had initially reached out to this customer viaemail on January 19th with respect to their unwanted charge andrequest for refundPlease refer to “Exhibit A” attached for this communicationto the customer and our teamThrough our initial communication we had askedthis
customer to provide proof of billing so that we could ultimately identifythe transaction that had taken placeLater on January 19th, this customer did provide us with a copyof the billing statement showing the transaction of $149, which had taken placeon August of On January 20th, our team had responded back tothis customer by essentially confirming that the transaction had taken placethrough our Global Partner “*** ***”, and that she would need tocontact this vender directly with respect to their refund request as we haveabsolutely no control or access into this partner’s billing interfaceWiththis being said, we should emphasize this customer was not willing to cooperatewith our team, nor was she willing to accept our response and feedback assatisfactory to her likingThe customer service provided for this case wasindeed adequate as our team was attentive/responsive, and had provided accurateanswers to this customer’s inquiries, while following process adherence inaccordance with our Terms of ServiceThis simply was a case where this customerwas not satisfied with our provided responses and feedback, and therefore hadfocused on the “Legal” aspect versus working with us towards a solutionOn January 22nd, since this customer appeared to not have beenwilling to reach out to *** *** as previously suggested, our team hadreached out to this vender on her behalf to see what would be possible from ourend to work towards a resolutionWe had informed this customer of our reachout attempt, and provided her with direct contact information for ***MarketplaceWithin minutes of sending this email, *** *** was able tolocate the transaction from their end, and as of January 22nd, hadissued a refund of $as requested to this customerPlease see Exhibit Bdocumenting our team sending confirmation of the refund back to this customer.As of 1/25/we had not heard back from this customer nor have received anyfurther follow ups with regards to the resolution of their dispute
Our records indicate this customer’s technical related issue has beendocumented through support ticket ***, 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 reviewed this customer’s account thoroughly; initially this customer’s account was created on 2/28/2014, and was set up as a Managed VPS basic account billed at $19.99/monthThe account was ultimately downgraded to a free domain parking account on 12/19/2014, as the customer chose to seek
an alternative hosting service provider for their website serviceUltimately it appears that we may not have been the most appropriate hosting provider for this particular customerOn 12/12/our JrAdministrator did determine an issue with the lack of server resources i.edisk space on the server hosting this customer’s websiteAs a gesture of good faith our team reconfigured this customer’s server resource which provided more server resources with the goal of allowing the website to properly functionOn 12/13, our team did inform this customer that “after” the configuration, there was plenty of disk space allocated to the serverAgain, we must emphasize this was “after” the server configuration had taken placeIn terms of supporting this customer’s concerns, there were two distinctive challenges our team was facedThe first being that this customer was submitted on average support tickets a day regarding the same exact issueThis was not only unnecessary but also this did hinder our teams resolution efforts for this customer as our team had to field out the duplicate tickets from the legitimate issue being reportedThe second challenge our team faced was that when this customer did report issues, there were many occasions that our teams were simply unable to readily duplicate an issueOn those occasions if our teams were unable to duplicate, this obviously would make it difficult for us to properly diagnose the issue
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 # ***Please add your rejection comments below.
Two months ago I initiated a complaint *** regarding poor service, poor customer service and damage to my business as the site takedowns resulted in lost revenueAfter having this complaint addressed, the exact same poor service and failure to honor process and services I had on my account has occurred againDespite promising a year of SiteLock for my account, the service has been switched off with the closing of my original ticket and I am back to where I was in AprilI want someone held accountableThis happened again despite assurances from the Netfirms Executive teamThis is the worst internet hosting service I have ever experienced. I need my sites back online as soon as possibleI want the previous complaint addressed as the same behaviour has occurred againI want to be compensated appropriately for the business impactI want someone held accountableThis happened again despite assurances from the Netfirms Executive team
Regards,
*** ***
We respond as follows to this complaint. On March 12, Mr*** contacted Netfirms in regards to malicious content that was found within his accountAs a courtesy, a free year of SiteLock services was added to Mr***’s infected website due to the his dissatisfaction with the situation Once again on May 3, Mr*** contacted Netfirms as his account was suspended for malicious content on another websiteIt was then explained to Mr*** that the SiteLock product will only protect whichever website it is applied to and to protect the entire account each website would need its own instance of SiteLock.Mr*** has placed a complaint with the Revdex.com regarding his website being suspend again for malicious content as well as being charged for SitelockWe contacted Mr*** on April 7, to explain that his websites had not been suspended for malicious content and Sitelock was indeed working on his accountFurthermore, we did let Mr*** know that his account has been suspended eight times since July 6, as his site is violating our terms of services by consuming server resources in excess of what is considered usageNetfirms advised Mr*** in July that to prevent these issues from reoccurring he would need to consider moving to a VPS/Dedicated serverAs the websites were never moved to a VPS/Dedicated server the account continues to be suspended for high usage of server storage and large amounts of requests. These issues are in no way related to malicious content or SiteLockAs a courtesy, on April 6, Netfirms performed a malware scan on Mr***’s entire account and found no malicious content.Mr.*** was charged $for Sitelock in February We would be more than happy to issue him a prorated refund for this charge and delete the serviceHowever, the issues Mr*** is experiencing is not related to malware, malicious content, or SitelockWhile we have attempted to come to an amicable agreement with Mr*** he is currently in denial of the issue at hand.Regards,Netfirms Customer Relations
Ourrecords indicate that multiple domain renewal reminders went to the customerSpecificallyon the following dates:3/24/20143/19/20143/11/20142/23/20142/03/2014Sincethe customer did not renew the domain name, the domain expired and wasrepurchased by another partyWe suggest that the customer
contact the newowner of the domain name if they still wish to gain ownership of it.Pleasenote we did not hear from the customer about this issue until recently and thedomain has been under new ownership for over a yearWe show no contact fromthis customer during on this particular account and the last time it wasrenewed by the customer was on 3/05/2013.Thankyou
Thank you for the opportunity to address this complaintWeapologize to the consumer for the delay with resolving this issue.The customer account was initially flagged for “***” size on 11/05/This was occurring because *** does notremove unused files so everything he had in his
website historically whether itwas being used or not was still being uploaded from *** to ***.On 01/27/the customer started to experiencing issuespublishing his *** siteThis was due to the size of his site and ***using *** to publish as well as *** not deleting unused files.We are now at a point where the customer cannot publish hissite for reasons, first this would cause him to be back at a point where heis exceeding *** size limits and secondly *** simply cannot publishthe site due to the size.Our only solution provided by *** is to identify whatfiles are not needed so they can manually remove them from their servers andattempt to republish.There are problems with this solution for this customerspecificallyThe website itself is actually quite large and we believe themajority of the files in place are actually in use on his websiteSecondlyeven if there are enough files to remove we will need the actual file nameprovided to us from the customerEx - *** which we realize is notrealistic.The alternative solution is to rebuild the website usinganother programSince the customer website consists of over unique pages, ***would not be a suitable option for starting overWe would recommend a programlike ***.To that end, we have offered Web Concierge to the customerso he can start to convert his site over to ***, but customer refuses andonly wants to have *** resolvedHe was been made aware that there is not*** on a resolution
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 # ***.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 *** cannot fix the *** 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 *** per the user agreement. It is not excessive in bandwidth or pages. It is a paid service that should be serviced as such
Regards,
*** ***
Homestead does utilize spam filtering software to monitor inbound and outbound email sent from our servicesHowever, spam filters are not perfect and sometimes spam messages will get through the filters. Spammers are getting more and more sophisticated and leverage advanced techniques to get
around spam filtersIn this case we have set up a feedback system so customers can provide us samples of spam emails that managed to pass through the filters on the Community forum and we will submit the message to our spam filtering softwareThis way our software will start blocking messages from that particular spammer going forwardThe more samples we submit to the software the more effective it will become in terms of blocking spam.Some email providers such as *** do provide the ability for customers to report spam by simply clicking a buttonHowever our services are different from *** and we don't have such a capability at this time.We realize it's likely inconvenient for the customer to report spam on our forumWe understand this is not the ideal way of reporting spam and will be looking into ways to improve this feedback systemThank you
This customer had initially established their account services on
10/15/On 10/1/our system had attempted to renew the three year
hosting plan up for renewal, which would have been billed at $Our
records indicate the automatic billing
attempts failed, and the customer was
sent notice through email informing of
the billing failure. We received no
follow up from the customer, until 10/when our team had made phone contact
with the customer informing of the billing situation pertaining to the hosting
services of the account
According to the account notes, it did appear the billing for the hosting
services were attempted to be suspended until 10/as per customer request
During that same conversation the billing information had been updated, and the
one year registration of the saborytodo.com
domain had taken placeUnfortunately, in this case since the account was past
due, and a new credit card was captured and used for the registration of saborytodo.com, the system
automatically recognized the new credit card credentials, and had billed the
customer $on 10/as this was an automatic systematic push of the
billing
Our records indicate that a refund of $had taken place on 10/14/2014,
and the account had been downgraded to a free domain parking account, which
would allow the customer to manage their domain services, the customer was also
informed of this via email that same day
Although we can understand this customer’s frustration, please note that we
are simply not in a position to issue any additional refunds for third party
fees due to billing activity taking place on our platform
Thank you for the opportunity to address this complaint.According to our records the customer reported having issues sending email on March 9, Our support representative was able to duplicate the issue and escalated the matter to our technical teamUpon further review, it turns out our spam
filtering software was inadvertently blocking outbound email for this customerIn order to remedy the issue, we asked the customer to provide us a sample email that she was trying to send outAfter we obtained a sample email we reset the spam score for her domain name. This should allow the customer to send out email again.On March 11, 2015, one of our representatives reached out to the customer and left a voicemail letting her know that her email functionality has been restoredThe customer should contact us if she has any further 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 complaintI understand that by choosing to accept the business response that my complaint will be closed as resolved To clarify, we do not dispute our account with EIG and its subsidiary domain.comWhat we disputed was the $charge to our account for a service that we did not requestWe were not notified by email, mail, or phone of a $charge on Dec26, for subscription dues of $99.95.Regardless, we checked our bank statement and verified that EIG removed the $charge The company also contacted us via email to resolve the issueWe appreciate your assistance in resolving this issue
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 # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
*** ***
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 # Please add your rejection comments below. This response is not only completely unacceptable, it is factually inaccurateNetfirms has again breached my services contractWhile they state the service is not active, there own system and email records show otherwiseI have an email from two days ago showing SiteLock should be active on the site in questionFurthermore, I have the entire correspondence from 2015, where the issue was poor support with SiteLock being provided as a free service to help make amendsNothing provided in the above response has anything to do with my complaint whatsoever, and the company is attempting to deflect attention from their lack of adherence to their own policies. I also spoke with SiteLock directly, who told me they have been receiving reports of Netfirms misrepresenting their services and creating issuesFurthermore, I feel the company is taking malicious action in response to my complaint in regard to the response and continued lack of service and communication. I have complete records of all correspondence, service and policy emailsIn their response they are ignorant to the actual case, and can not reference any of the previous conversations and individuals I worked with inside of their own compliance departmentComplete disorganization and negligence in doing the due diligence for this issue. I will continue to pursue all options available to me
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Our Corporate Support Team had attempted to reach out to thiscustomer via phone to address this situation further, however our team hadreached a voicemail and left a message with our direct contact informationWehave also followed up our attempted call with an email to reach out further toaddress
this situationIn short, the websitehttp://www.freeonlinecoupon.org/coupon/***-coupon-1-per-month-promotion/ isnot actually owned or operated by ***.comIn actuality this appears to bean affiliate link not operated by ***, and therefore we would not be able toguarantee such offers provided on this affiliate linkHaving said this, we did note the "***"account, which was created on 11/19/for the rate of $1/month billed at $12a yearWe ask that this customer let us know if there was another account theywere trying to sign up for this same price point and we will be glad to furtherreview this case
Our Corporate Support Team has made multipleattempts to follow up with this customer regarding their chargeback reversal.Our Team sent this customer an email on 2/as well as 2/requesting prooffrom the bank/financial institution indicating the chargeback reversal has beencompletedAs of today we still are not showing the reversal, and must requestproof from the bank that the chargeback has been reversedUnfortunately thiswill be the only way for us at this point to prove that the reversal has beendoneIf we do not have this proof, i.ebilling statement or letter from thebank, we would not be able to issue the refund without this documentation
Our records indicate that arefund of $for the cancellation fee had been issued back to the customer on12/21/2014, the same day the account had been canceled
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards, *** ** p.sI've been trying for months to close this account and called numerous occasions to the company and nothing was doneThank you for helping me in resolving this matter. Ever since my renewal date I have NEVER used any of their services on my account with ***, because I already transferred my domain. Turns out I transferred the domain to their "sister" company iPage, which is why it showed as two accounts on their systemSo there was a little confusion. I guess they own many hosting sites which I wasn't aware of. Thank you again!
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 # ***Please add your rejection comments below.
First off I paid a total of $($& $30) for separate accounts with their servicesThey offer a 99.99% uptime guarantee and they have never been able to fulfill that guaranteeI had to contact them on many occasions due to their servers being down and that shut down my sites temporarilyI am sure they got tired of me opening support tickets asking them to fix the issues which is why this matter came to be.They shut all of my sites down and I did not have access to them since I would need to log into my sites to make the changes they wantedThey also locked me out of their "*** ***" which has all of my database records so I had no way to get my files downloaded to my computerThey said I had malicious files on my websites and they were wrong, I called them and their tech support *** manager as they called him said that they were not malicious files but potential back doors to get into my websitesThe definition of *** is: "*** refers to software programs designed to damage or do other unwanted actions on a computer system." (definition from techterms.com)Backdoors are NOT ***I told the manager this and he said they are still a threat even if they are not actual *** or virusesHe said the potential is still there that they could be compromised one dayI could not understand exactly what his name was but he said something like "***", but I am not sureI even had my site scanned by *** (I enclosed s screenshot) which is a top website security and threat detection companyThey found no threats of any kindI told the *** manager this and he said that doesn't matter because their software detected someHe told me the only way to get access to my sites again was to buy their "***" security service which is about $per domain (i had with them) or delete everything and lose all my dataI couldn't afford to pay them $per domain I had there, that would have been over $14,That is crazyThe software they used to scan and find the alleged infected files was "***", the same service they were trying to extort me into buyingThat is a clash of interestI have about screenshots of all of the support tickets for both accounts and have proof of everything they were trying to doEach time they contacted me or when I called on the phone they kept trying to force me to buy the "***" security service. I lost advertisers and advertising money because of their extortion attempt so I figure a complete refund of what I paid for both account is way beyond fair to themI lost much more than thatThey didn't give me any kind of warning or anything before they shut down my websites for fraudulent claims of ***I had the site check by other security services and they detected no *** eitherIt was just their "***" scanner software which only detected what THEY called potential back doors and they detected that only because they wanted to strong arm me into paying for their "***" security service.All I wanted was access to my websites and all my data so I could retrieve it to my computer and get it off their systemThey wouldn't let me have access to everything I needed until I either bought the "***" security service or deleted my dataI would have happily removed everything they falsely claimed was infected just so I wouldn't lose my data and all the money they cost me by wrongfully shutting my websites down.A complete refund of the $I paid is more than fair to themI should be pushing for more because they wrongfully closed down my sites and cost me more than thatI am willing to let their extortion/strong arm tactics be a thing of the past but only if I get a complete refundThey could not hold up their end of the contract so I am entitled to a refund because they broke their agreement with the 99% uptime guarantee and they wrongfully shut my sites down costing me alot more than the amount they should refund meIf I was a lesser person I would pursue their extortion/strong arm tactics further but I just want this incident behind me.I only want what is somewhat fair to meTrying to force me into buying an unwanted and unneeded service is just a bad way for them to do business!
Regards,
*** ***
Our Corporate Support Team had initially reached out to this customer viaemail on January 19th with respect to their unwanted charge andrequest for refundPlease refer to “Exhibit A” attached for this communicationto the customer and our teamThrough our initial communication we had askedthis
customer to provide proof of billing so that we could ultimately identifythe transaction that had taken placeLater on January 19th, this customer did provide us with a copyof the billing statement showing the transaction of $149, which had taken placeon August of On January 20th, our team had responded back tothis customer by essentially confirming that the transaction had taken placethrough our Global Partner “*** ***”, and that she would need tocontact this vender directly with respect to their refund request as we haveabsolutely no control or access into this partner’s billing interfaceWiththis being said, we should emphasize this customer was not willing to cooperatewith our team, nor was she willing to accept our response and feedback assatisfactory to her likingThe customer service provided for this case wasindeed adequate as our team was attentive/responsive, and had provided accurateanswers to this customer’s inquiries, while following process adherence inaccordance with our Terms of ServiceThis simply was a case where this customerwas not satisfied with our provided responses and feedback, and therefore hadfocused on the “Legal” aspect versus working with us towards a solutionOn January 22nd, since this customer appeared to not have beenwilling to reach out to *** *** as previously suggested, our team hadreached out to this vender on her behalf to see what would be possible from ourend to work towards a resolutionWe had informed this customer of our reachout attempt, and provided her with direct contact information for ***MarketplaceWithin minutes of sending this email, *** *** was able tolocate the transaction from their end, and as of January 22nd, hadissued a refund of $as requested to this customerPlease see Exhibit Bdocumenting our team sending confirmation of the refund back to this customer.As of 1/25/we had not heard back from this customer nor have received anyfurther follow ups with regards to the resolution of their dispute
Our records indicate this customer’s technical related issue has beendocumented through support ticket ***, 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 reviewed this customer’s account thoroughly; initially this customer’s account was created on 2/28/2014, and was set up as a Managed VPS basic account billed at $19.99/monthThe account was ultimately downgraded to a free domain parking account on 12/19/2014, as the customer chose to seek
an alternative hosting service provider for their website serviceUltimately it appears that we may not have been the most appropriate hosting provider for this particular customerOn 12/12/our JrAdministrator did determine an issue with the lack of server resources i.edisk space on the server hosting this customer’s websiteAs a gesture of good faith our team reconfigured this customer’s server resource which provided more server resources with the goal of allowing the website to properly functionOn 12/13, our team did inform this customer that “after” the configuration, there was plenty of disk space allocated to the serverAgain, we must emphasize this was “after” the server configuration had taken placeIn terms of supporting this customer’s concerns, there were two distinctive challenges our team was facedThe first being that this customer was submitted on average support tickets a day regarding the same exact issueThis was not only unnecessary but also this did hinder our teams resolution efforts for this customer as our team had to field out the duplicate tickets from the legitimate issue being reportedThe second challenge our team faced was that when this customer did report issues, there were many occasions that our teams were simply unable to readily duplicate an issueOn those occasions if our teams were unable to duplicate, this obviously would make it difficult for us to properly diagnose the issue
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 # ***Please add your rejection comments below.
Two months ago I initiated a complaint *** regarding poor service, poor customer service and damage to my business as the site takedowns resulted in lost revenueAfter having this complaint addressed, the exact same poor service and failure to honor process and services I had on my account has occurred againDespite promising a year of SiteLock for my account, the service has been switched off with the closing of my original ticket and I am back to where I was in AprilI want someone held accountableThis happened again despite assurances from the Netfirms Executive teamThis is the worst internet hosting service I have ever experienced. I need my sites back online as soon as possibleI want the previous complaint addressed as the same behaviour has occurred againI want to be compensated appropriately for the business impactI want someone held accountableThis happened again despite assurances from the Netfirms Executive team
Regards,
*** ***