American Septic Company

Hello,We are sorry to hear about Ms [redacted] 's concerns with the process that our compliance team follows with these type of concerns.Our compliance team did follow up on the concerns, however would be under no obligation to provide those communications.At this time the content has been taken down that was reported and we have not received any additional reports from Ms [redacted] If Ms [redacted] has any additional content or links to report we ask that she contact our management team at [email protected] and we'll be more than happy to assist

Hello,We have reviewed the information that [redacted] has provided in regards to getting access to a billing account as well as the information provided to our billing team in regards to the account Unfortunately the documentation provided does not meet the requirements to verify ownership of the account in question.To clarify the security pin would be created by the owner of the account at the time of signing up for the account and at any time can be reset from inside the billing account It would not be something that is created or sent by Hostgator.The security of our clients personal information as well as the data that is stored on the hosting packages associated with the billing account is very important to us and our clients We do require verification of ownership of any account prior to being able to provide access or make any changes to any products or services associated with the account including any domains that were registered through the account.At this time we have spoken with [redacted] and worked to clarify what can be provided to verify account ownership If [redacted] has any additional questions we ask that [redacted] respond back to the recent email communication or contacts our management team at [email protected] and we will be happy to continue our conversation

Good Morning,I've been in contact with [redacted] and worked through the uptime concerns While he did certainly report downtime and request the credits, up until his recent ticket in November we really didn't have much in the way of errors or times the sites were down With a little more clarification as issues are reported, we can do a better job narrowing down any issues, then offer the credit as had been requested Given the frustration however I've gone ahead and issued credits per our uptime guarantee as it's obvious there were issues both in October and November [redacted] and I are also in the process of hopefully migrating his account to another server so he can see if that fairs any better for his sites.Though this isn't entirely resolved at this time, I believe we are back on track and should have no problems moving forward ensuring he's getting the support and service he expects and pays for.Best Regards,Joshua M***Director of Customer EngagementHostgator.com

Revdex.com: This letter is to inform you that HostGator.com, L.L.Chas carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/18/and assigned ID [redacted] Regards,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Thanks for your response, but I already know what your rep sent me You don't need to send me anything-- I have enough of your emails justifying you showing my work for free downloadSo, your response makes no senseI do agree that all pages I complained about have been taken down, at least for nowThis should have happened weeks or months ago by you after receiving my DMCA letter.Next time I get bizarre justifications from your rep about you offering my book for free download, I will be sure to file another Revdex.com complaint right away Your rep doesn't seem to understand what is going on with this topic at allYour answer here doesn't make much sense either This problem of telling people nonsense needs to stop.Regards, [redacted]

Hello,We were sorry to hear about the confusion that Ms [redacted] had in regards to how to cancel her hosting services and the steps that we request our clients follow in order to ensure that the proper account is cancelled and there is no miscommunication in this process which could result in a client's content being lost.This is documented in our Terms Of Service that our clients agree to at the time of the hosting order athttps://www.hostgator.com/tos in Section 13, paragraph e Cancellation Process.You may terminate or cancel the Services by giving HostGator written notice via the cancellation form providedIn such event: (i) you shall be obligated to pay all fees and charges accrued prior to the effectiveness of such cancellation and (ii) HostGator may, in our sole discretion, refund all prepaid fees for basic hosting services for the full months remaining after the effectiveness of such cancellation (i.eno partial month fees shall be refunded) less any setup fees, applicable taxes and any discount applied for prepayment, provided that you are not in breach of this Agreement.We did review the interactions that Ms [redacted] had with our live support team along with her billing and hosting package In our review we did find that Ms [redacted] was still using the email services of the hosting package and were not able to locate a request to cancel the services through our ticket system or in any of the interactions, however we did see that Ms [redacted] did believe she had taken steps to cancel her hosting services.With this information we worked with Ms [redacted] to clarify the situation and worked to come to an amicable solution to resolve the concerns that she had brought to our attention and have followed through with that agreement.At this time we have not received any follow up concerns or questions If any should arise that we can assist with we ask that Ms [redacted] please respond to the recent e-mail communication or contacts our management team at [email protected] and we will be happy to continue our conversation

Hello,We were sorry to hear about the difficulty that Mr [redacted] was having with cancelling his service.Reviewing the account in question we did not find any cancellation requests that had been received via the form for that hosting package and were not able to locate any interactions with our live support in regards to a cancellation request However we were happy to get the cancellation processed for Mr [redacted] and the recent payments made for that service have been refunded back to Mr [redacted] .At this time the hosting package in question has been fully cancelled and we have not received any follow up questions or concerns If any should arise that we can assist with we ask that Mr [redacted] please respond to the recent e-mail communication or contacts our management team at [email protected] and we will be happy to continue to offer assistance

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me Thank you for your help! [redacted]

Revdex.com: This letter is to inform you that HostGator.com, L.L.Chas carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/23/and assigned ID [redacted] Regards,

Tell us why here...Hello,We were sorry to hear about Mr [redacted] 's concern with the hosting service renewal.In addition to the Terms Of Service which was agreed to at the time that the hosting package was purchased it also provides the following information on the sign up

Greetings, We regret to hear about these issues related to our refund policyWe did attempt to call the phone number provided to the Revdex.com to further discuss this matterAlso we have sent a follow up to a ticket that is assigned to the customer service management team [redacted] We did find that we were working on this with the customer through the ticket before this complaint was raised and we never heard back from themWe will be glad to resolve this issue by providing a pro-rated refund in relation to the cancellation request but we do require confirmation of the cancellation in [redacted] before we can proceed any further

Good Evening,We are sorry to hear that [redacted] has been receiving spam and would be glad to address this complaintFirst and foremost we must point out that we are a webhosting company that provides customers with web hosting and e-mail accountsThis means that the spam [redacted] is referring to is not actually sent by HostGator.comAlthough we have spam filtering in place to attempt to block any outbound spam coming from our network, unfortunately it is well known that spammers will do everything they can to find ways to get around these filtersWhen spam manages to make it off our network, we have a zero tolerance spam policy which can be confirmed here : http://www.hostgator.com/tos/acceptable-use-policy ========================================= DZero Tolerance Spam Policy We take a zero tolerance stance against the sending of unsolicited e-mail, bulk emailing, and spam"Safe lists," purchased lists, and selling of lists will be treated as spamWe may terminate the account of any User who sends out spam with or without noticePlease read http://www.hostgator.com/mailpolicy.html for our generalized mail policyPlease read http://www.hostgator.com/dedicated-mailpolicy.html for our dedicated server mail policy =========================================When we receive reports of spam from 3rd parties such as [redacted] , we take action to suspend these users so they are no longer welcome on our networkPart of our network includes " [redacted] .com" which was mentioned in the complaintHaving said that, we have attempted to contact [redacted] as we have only received e-mail from the address provided and replied back to confirm we were taking action against this customerWe have called [redacted] twice and e-mailed multiple times requesting more information on any reports he has sent us that have not been acted upon, however he has refused to take our calls or respond to our e-mails with any information that would support the claims in this complaint.If there are any reports he can provide that we did not respond to, we'll be glad to take another look as we are always interested in preventing spam from leaving our network

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me even if this could have been solved this way from the beginning as it was requestedRegarding the personal data stored on my site, this was the same data stored on a [redacted] for which I've provided links in order for HostGator to be able to crosscheck (the site had also english translation)As mentioned before my issue was not that the site was blocked first time, the issue was that it wasn't unblocked after I provided evidence that all the info was public information and then they refused the refund.At this moment, I've got my refund and moved my business elsewhere so the current resolution is satisfactory to me.Thanks, [redacted] ***

Good Afternoon,We certainly understand customer's concerns on their information but unfortunately there seem to be a few misunderstandings here that we'd be glad to help clarifyFirst and foremost, during our checkout process, we prompt customers to inform them that if they do not enable domain privacy, that the customer's personal contact information will be publicly availableAlso, domain privacy is selected by default for domain purchases, so a customer will have to specifically deselect this service for their information to be publicIn the complaint there is also mention that the domains were not activated, however once a domain is registered, the associated contact information will be immediately available unless domain privacy is purchasedIn regards to the concern that our agent stated there was nothing he could do, our agent did mention to Ms [redacted] that if the function wasn't working at that time, that there may be a need to wait minutes to try again, rather than stating that there was no way for the service to be enabledUnfortunately our agent was not aware that our billing administrators can manually add this service if there is any issue from the customer's account, so we've made sure to address this with our agent and his supervisor.While we understand Ms [redacted] wanted the information to be immediately protected, the reality is that there are databases around the web that cache domain information so even if the privacy protection was immediately enabled at the time of the conversation, it is unlikely that this would have removed all instances of her information from 3rd party sitesMoving on to the request for a refund of $140.00, we have found that the amount paid was actually $We've now refunded all services except for the two domains ending in .biz and .me which are unfortunately not eligible for refundsThat said, we did go ahead and provide who.is privacy on all four domains free of chargeIf we can be of any further assistance with this matter we ask that Ms [redacted] please contact our management at [email protected] and we'll be glad to help in any way we can

Good Morning,We've since had a chance to speak with Mr [redacted] directly and are happy to report that we have found a resolution to this matter that does not require a change in web builder or additional development workFrom speaking with Mr [redacted] we were sorry to hear that our support for the [redacted] builder might have been misrepresented as we do provide support for this service, however when it comes to coding issues, we do ask that these type of issues are referred to a developer regardless of the builder in useThat said, when coding issues do arise in the [redacted] builder and a developer is not an option, the pages can be recreated as a work around for any coding conflicts.In regards to the [redacted] builder no longer being kept up to date, as of a few years ago we did decide to begin offering an alternate builder, however since we did have a number of customers who were still satisfied and using [redacted] , we left this option available to ensure that no customer's sites were lostHaving said that, again we have worked with Mr [redacted] on a solution to the trouble he has had, and have provided additional assistance with another goal he had for the site, so we are hopeful that this will be a workable solution moving forward.At this time we have setup a direct line of communication back to our management so if we can be of any further assistance, we ask that Mr [redacted] please uses that contact to follow up with us and we'll be glad to help finalize the remaining goal for the site

We were sorry to hear about Ms***'s concern with the service In reviewing the account we did find that the recent charges were for the renewal of a domain and whois privacy that Ms [redacted] had also purchased in addition to the hosting service The domain names were set to auto renew in the domain control tab in the Ms***'s account portal At the time that the hosting package was canceled the cancellation team had also asked that Ms [redacted] reply back to the cancellation request if the domain is also to be canceled As not reply had been received the domain was still active To address that concern as a courtesy those invoices were refunded back to Ms***.The site-builder that was being offered at the time that the service was purchased was active on the account Although it is no longer offered to new clients and has been replaced by a site-builder developed by Hostgator it is grandfathered in for those clients who are using that product We were not able to determine why Ms [redacted] was not able to access that service at the time that the account was reviewed for this communication.We record all support requests and were not able to locate any calls or support interactions prior to the one where the cancellation request had been submitted for Ms [redacted] but did want to resolve this amicable The hosting package was outside the day money back guarantee and would not normally be eligible for a refund however to resolve this a prorated refund was offered to Ms [redacted] and accepted.At this time the refund has been sent and we have not received any follow up questions from Ms*** If any should arise we ask that Ms [redacted] please respond back to the recent e-mail communication or email or management team directly at [email protected] and we will be happy to offer assistance

Good Afternoon,We were very sorry to hear [redacted] had such a frustrating time with purchasing and canceling his services and have now spent time reviewing the interactions for a better understanding of his concernsIn regards to the feedback that we should request identifications prior to purchase, we do need the purchase to first be submitted at which point we evaluate orders for higher risks of fraudShould we allow a system that will automatically prompt for this type of information up front, this is a good way for malicious individuals to test out our many factors to know exactly how to work around the request for further documents to verify purchasesThat said, we do make sure to include information in our terms of service so customers know that these requests may be made following purchase : http://hostgator.com/tos==================================================Accoun...⇄ EligibilityBIt is your responsibility to provide accurate, current, and complete information on the registration forms, including an email address that is different from the domain you are signing up underIf there is ever an abuse issue or we need to contact you, we will use the primary email address we have on fileIt is your responsibility to ensure that the contact information for your account, including any domain accounts is accurate, correct and complete at all timesHostGator is not responsible for any lapse in the Services, including without limitation, any lapsed domain registrations due to outdated contact information being associated with the domainIf you need to verify or change your contact information, you may utilize the HostGator Billing and Support Portal to update your contact informationProviding contact information of any kind may result in the termination of your accountIn dedicated server purchases or certain other cases, you may be required to provide government issued identification and possibly a scan of the credit card used for verification purposesFailure to provide the information requested may result in your order being denied.==================================================Next, we were sorry to hear about the delay in getting a supervisor or loyalty agent and although we certainly want all of our supervisor or loyalty agent requests to be handled as quickly as possible, we have found that the initial call was at 1:AM where our availability in all departments is much lower, meaning these requests may be delayed depending on how many other requests have come in around that time.From the complaint we also understand there was an impression that the cancellation request would be handled within 24-hours, however during the call we did not find that our agent stated such a time line, but instead stated that the refund would be received 24-hours after our confirmation of a refund was sentWe apologize it sounds like this was not clear for MrWilson and appreciate his patience while our cancellations team worked through the requests submitted ahead of hisMoving on to the concern that the domain was not immediately refunded, it is unusual for a HostGator customer to request a refund for a domain in conjunction with completely dropping the domain registration as domain registrations are often prized, and we do not force customers to keep the domains with usAs the domains can be transferred, almost all cases of cancellations such as this, the customer will cancel their hosting package then transfer their domain to a new registrar to ensure they can maintain the registration as opposed to having the domain released and hoping to re-register it elsewhere before someone elseAs such, our cancellation agents are instructed to reply back stating that the hosting packages have been canceled and if the domain registration is not needed, to reply back to let us knowUnfortunately this section was missed in MrWilson's case so we do apologize for the additional delay in fully refunding that purchase and will be addressing this with our agent.At this time all money paid has now been refunded back to the PayPal account usedIf we can be of any further assistance we ask that MrWilson please contacts our management at [email protected] and we'll be more than happy to assist further as needed

Hello,We were sorry to hear about Ms [redacted] concern with the shared hosting package.Unfortunately the hosting account in question had been canceled due to non-payment on 05/25/after no payments had been received for the hosting service since 08/21/ With all content removed from the server due to the cancellation of the hosting package this limited the ability to review the hosting service in question or the logs associated with the account.The MySQL service had been temporarily restricted due to the hosting package using more than 25% of the entire shared servers MySQL resources Accounts are typically not actively restricted until they exceed those resource limitations exceptionally In this instance the temporary restriction was placed to prevent service issues with the server's over-all system performance and to protect the data of all clients on the server.For more information about resource usage limitations, please see: https://support.hostgator.com/articles/pre-sales-policies/rules-terms-of-service...⇄ This is also addressed in the Terms Of Service that was agreed to at the time that the service was signed up for which can be reviewed at https://www.hostgator.com/tosThe hosting package was not restricted due to data usage which is un-metered on shared hosting packages It was due to the high resource usage of the MySQL service as communicated at that time through Ticket LBX-along with information on how this could be resolved through optimization of the website in question.The ticket also provided direction on how the Ms [redacted] could access the account and requested Ms [redacted] IP address The restriction was removed and Ms [redacted] was notified within an hour of providing the IP of the restriction being lifted Unfortunately Ms [redacted] did not provide that information until six days after the original notice had been sent along with two additional updates requesting that information through that ticket.Although it is likely that the concern with the database was due to the high MySQL resource usage with the delay in the communication in regards to this concern and the account being canceled the logs were no longer available for review For clarification it is the hosting account owners responsibility to retain backups of the data that is being hosted This information is provided in the Terms Of Service which can be reviewed at https://www.hostgator.com/tosBackups and Data LossYour use of the Services is at your sole riskHostGator's backup service runs once a week and overwrites any of our previous backupsOnly one week of backups are kept at a timeThis service is provided only to shared and reseller accounts as a courtesy and may be modified or terminated at any time at HostGator's sole discretionHostGator does not maintain backups of dedicated accountsHostGator is not responsible for files and/or data residing on your accountYou agree to take full responsibility for all files and data transferred and to maintain all appropriate backup of files and data stored on HostGator's servers.A restore from the courtesy backups was done with Ms [redacted] agreement which there was a $fee for that service that was invoiced to the account The agent that had assisted with this request had not made it clear that there was an admin fee and that fee was later credited back to the account as a courtesy for that misunderstanding and applied to one of the invoices that had not been paid Additional information on the backup policy can be reviewed at the following link: https://www.hostgator.com/help/article/backup-policy-do-you-provide-backupsThe remaining balance for the invoice that the credit was applied to was never addressed To resolved this amicable we have offered to refund the $and provided Ms [redacted] with the options that this can be completed Unfortunaley due to the payment being over days the payment can not be credited back to the original payment method.At this time we have not received any follow up communication from Ms [redacted] on how to proceed with the refund of the $fee or any additional questions We ask that Ms [redacted] please reply back to the recent e-mail communication or contact our management team directly at [email protected] and we will be happy to assist

Greetings,We appreciate [redacted] acknowledging that all unpaid invoices have been removed as well as the request to renew business with us, however the account was terminated following non-pay status for one yearWe must also point out that [redacted] has made no effort to clearly state that there was a desire to continue hosting with us until the most recent rejection after we confirmed the account was canceledDue to the attempts to inaccurately characterize our company and the situation, and due to [redacted] 's failure to acknowledge agreement to our terms of service in regards to continued invoicing, we will not be reactivating the accountWe wish [redacted] the best of luck with his next host and if he'd like to contact me directly with any follow up questions, I can be contacted via [email protected] attention Jonathan H.Jonathan H.Customer Service Supervisor

Good Afternoon,We always appreciate a chance to review our customers experiencing and in this case, unfortunately we did find that the agent [redacted] spoke with did not accurately explain our policies or how renewals workWe've since had a chance to forward this finding to our agent's supervisor so we can spend time working with this employee to ensure they are aware of how to properly explain or renewal proceduresTo help clarify the situation, it will help to know that [redacted] has two products with usOne of the two services was a domain name registrationAs one would expect, once the auto-renew feature has been disabled on the domain name registration, we will not invoice a customer's account meaning any cards on file will not be charged.That said, we assume [redacted] contacted us because she received notice that an invoice had been generated for renewalThe reason for this notice was that the 2nd product purchased from us was for hosting servicesOur hosting packages do not feature an option to click to disable auto-renewalInstead, if a hosting package is no longer needed, we ask that our customers request cancellation using our form located here [redacted] While our agent did not make it clear that auto-renewal only applies to the domain registrations, our agent did correctly inform [redacted] that in order to cancel the hosting package, that the form mentioned above will need to be submittedUnfortunately there also seems to be an impression that we report unpaid invoices to credit agencies however this is not the caseAlso, the complaint mentions that [redacted] has requested cancellation previouslyWe have no record of this request so we've attempted to discuss this situation further with [redacted] but our calls and e-mails have not been answeredAt this time we will need [redacted] 's confirmation on the cancellation request via phone or in response to our e-mails to ensure that the Revdex.com complainant is the actual account ownerAlternatively the cancellation form can be submitted as wellIf [redacted] did not receive our call or e-mails, we ask that she please contact our management at [email protected] and we'll be glad to finalize the request with her