American Septic Company

Revdex.com:
This letter is to inform you that HostGator.com, L.L.C. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/6/2016 and assigned ID [redacted]
Regards,

Good Afternoon,We always appreciate a chance to address our customer's concerns and after review of the complaint and related calls, we can of course understand how it would be frustrating not to have been provided an ETA when staff is waiting on standby, so we'd like to offer our apologies for the...

frustrating experience there. Although we understand how helpful ETAs can be in some situations, from our perspective we do try to avoid providing ETAs as it is very difficult for us to look at our current queues, then make an accurate estimate on when the ticket might be reviewed. The reason behind this is that every ticket we receive is different and can require a large variety of time frames depending on the situation, so even current average response time is not always a great indicator since any one ticket can take much longer or shorter than the average. Additionally, in our experience we have found that when an ETA is provided, although the key is an "estimated" time frame, many customers see this as a promise and can get quite upset if the ETA is not met, feeling as though a promise has been broken. In the complaint we saw that our agent had provided the address "[redacted]" to [redacted] which unfortunately was not used. While we understand that feedback type addresses are not always well handled at some companies, here at HostGator we are responsive to every e-mail we receive to this address and happily prioritize urgent issues for our customers. We've since reached out to [redacted] to clarify this information and also to make sure he has a direct line of communication to our management if he ever happens to have any future urgent situations like this moving forward. If we can be of any further assistance with the original issue or the account in general, we ask that he please contacts us through the method provided or reach our management at [redacted] and we'll be more than happy to help.

Good Evening,First and foremost we'd like to offer our apologies
for the trouble reported in this complaint. To provide more
information, here at HostGator we do routinely update our firewalls to
ensure that our customers are protected against malicious activity.
Unfortunately in these two...

cases, following our firewall update, we did
find that some of our settings had been knocked out which caused issue
with outbound e-mail.Following the two updates we did make sure
to restore access to the outbound ports necessary for Mr. [redacted]'s
e-mails, and have taken steps to ensure that these updates are more
carefully reviewed and tested following the changes. At this
time we have been in direct contact with Mr. [redacted] and have worked
out a resolution to the matter that is satisfactory to both parties as
Mr. [redacted] was actually considering an upgrade to a level of hosting
where he will have more control over certain features. We've completed
the provisioning of the new service and have scheduled a few more
contacts with Mr. [redacted] to ensure that this process goes smoothly
for him and his clients.We are in direct communication with Mr.
[redacted] and have provided him with a method to get back in touch with
us if any issues arise during this upgrade, so if we can be of any
additional assistance we ask that he please use that contact to alert
our management.

Hello,We were sorry to hear about Mr. [redacted] concern with our hosting services.In the shared hosting environment any one cPanel is allowed a maximum of 25% CPU usage which can be exceeded for no more than 90 seconds.  Unfortunately when a site is not able to stay within those limits it is...

suspended to protect the data on the server.  The admin team also provides the information to the client along with recommendations on what steps can be taken to resolve the concern.Although this can be a frustrating experience this usually indicates that the site has continued to grow and successfully increased the traffic and audience that it is reaching.The cancellation ticket was reviewed and a prorated refund has been submitted for the remaining time of the hosting package.At this time we have contacted Mr. [redacted] and 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.

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 05/25/17 after no payments had been received for the hosting service since 08/21/16.  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-47408098 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/tos27. Backups and Data LossYour use of the Services is at your sole risk. HostGator's backup service runs once a week and overwrites any of our previous backups. Only one week of backups are kept at a time. This 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 discretion. HostGator does not maintain backups of dedicated accounts. HostGator is not responsible for files and/or data residing on your account. You 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 $15 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 $15 and provided Ms. [redacted] with the options that this can be completed.  Unfortunaley due to the payment being over 180 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 $15 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.

We were sorry to hear about the confusion in regards to an upgrade request that Mr. [redacted]' had with his hosting package.The pricing on the Website reflects the pricing for a new package and is only valid on the first invoice of that purchase and would not be valid for an upgrade to an existing...

hosting package.  The sales agent that was offering assistance with the upgrade did immediately have a refund request submitted and canceled the upgrade.  Although the refund request was immediately submitted Hostgator does not set the policies of the financial institutions involved in a credit card transaction or the time frame that a refund is completed through the financial institutions that provides those services.At this time we have not received any follow up questions or concerns from Mr. [redacted].  If any should arise we ask that Mr. [redacted] please respond back to the recent e-mail communication or contact our management team directly at [email protected]

We were sorry about the concern that Mr. [redacted] had in regards to his purchase of a Hosting package.In reviewing the information provided by Mr. [redacted] the offer to create a website was not made by a salesperson in the employment of Hostgator or a representative of Hostgator and there was no...

representation that Hostgator would be building or providing a Website for Mr. [redacted].  The person does appear to be enrolled in our affiliate program which we have asked our affiliate team to review the affiliate account in question and ensure that they have not breached the terms of service for that program.The information that was provided by Mr. [redacted] did indicate that there may have been an agreement between that person and himself and although the other party may be an affiliate any agreement would be between that person and Mr. [redacted] and Hostgator would not be a party to it.We were open to discussing a refund of the service and Mr. [redacted] has indicated that he would like to keep the hosting package that was purchased.  If Mr. [redacted] has any additional questions we ask that he please respond back to our recent e-mail communication and we will be happy to continue the discussion.

Good Afternoon,We've since had a chance to investigate this report but unfortunately found no accounts under the name "[redacted]", the e-mail address "[redacted]", or under the phone number "[redacted]." While searching with this information we've also found no e-mails from this address...

or phone calls received from this number. Regardless, although we have multiple [redacted].'s employed, we did go through all of their e-mails from the date referenced and have located the account in question. After review, we see that the account had purchased 2 services - domain registration as well as a hosting package. The complaint mentions having received confirmation of the cancellation of web hosting services, however the message quoted is specific to the cancellation of domain registration which is separate from the hosting package and can be seen in the message quoted. We have also found that as of yesterday, cancellation of the hosting package was requested and that our staff replied in under 25 minutes offering a refund of the recent payment, however unfortunately this Revdex.com complaint seems to have been filed prior to our staff having been given a chance to reply to that request confirming the refund. We have now replied to that request to confirm the refund in the disputed amount of $86.40. Please also note that while we did confirm cancellation of the domain registration on the 6th of May last year, we were in contact via e-mail the following week at which point we provided information regarding the remaining active hosting package. As such, we did inform the customer that the service was still active meaning it would have been the account owner's responsibility to inform us of the wish to cancel the remaining service. If we can be of any further assistance with this matter, we ask that [redacted] please reply back to the cancellation request or contact our management at [redacted].

Hello,Thank you for contacting us and for giving us an opportunity to resolve this issue. We have reviewed the issue and Mr. [redacted]'s account.  We have determined that he was not pleased with a quote that he received to migrate and combine two accounts on our server.Typically speaking this...

kind of account merge and migration would come with a fee associated with it, but we do feel that our Staff member could have done a better job setting the the expectation regarding potential fees for this type of service.That being said, we did attempt to call Mr. [redacted] twice and had left him a voice mail indicating we would reach out to him via email. We at this time have waived any fee's associated with the migration and account merge that Mr [redacted] is requesting.If we can provide any further assistance or clarifying details, please let us know. We look forward to hearing from you, and thank you again for reaching out to us.

Good Morning,At this time we have gone back and forth with Mr. [redacted] multiple times and still have received no clarification on any remaining issues with his account. At this time his request for a refund will continue to be denied until he is willing to fully disclose any unresolved technical issues with his account. If he would prefer to cancel his account to avoid further charges, this request may be submitted here : https://hostgator.com/cancel

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.  
[My Whole business and family suffer due to your poor server support and server hardware . As i've told you earlier that 180 plus business [redacted] was on my server. And all of the [redacted] stop working not only me. Who will bear for those [redacted] As whole my clients family suffer due to your server. Their business is in great loss] So I need the refund for whole business those suffered due to your poor sever.
[redacted]

Good Afternoon,We were certainly sorry to hear the checkout price was not what was indicated and after further investigation, see that a temporary sale was being run at the time of checkout. We've attempted to review our logs to determine if the discount coupon was incorrectly applied or if it was...

possibly accidentally removed but unfortuantely this was inconclusive so we've attempted to search for any other reports of this issue but so far have not found any additional examples from other customers.To correct this situation, we've contacted Ms. [redacted] and have provided a credit on the account slightly higher than the difference in cost mentioned on the complaint and have received her confirmation that this is a satisfactory resolution. That said, if we can be of any further assistance with this issue or her account, we ask that she please use the direct line of communication we have provided or ask that she please contact our management at [email protected].

[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.

Good Afternoon,Thank you for bringing the matter to our attention.  I’d like to first and foremost offer our apologies with the trouble and confusion that occurred as you attempted to have this corrected and your refund issued, but it’s good to see that it was ultimately resolved in...

[redacted].  Reviewing the open tickets it appears that a cancellation request was likely never processed after the server was setup, which we apologize for.We’ll certainly be going back to review the communications you had with our staff in an effort to correct any errors made on our part, but I’m happy to see our loyalty team did eventually work through the details and get you refunded.  Due to the trouble and delay with the refund I’ve also credited your account for an additional month’s service when the time comes to renew the server next year.  We do certainly care for our customers, so it’s the least we can do given the headaches you’ve experienced just trying to get your money back.  If you have any further questions or concerns please feel free to let us know directly via [email protected] and we’ll be more then happy to assist you!Best Regards,Joshua [redacted]Director of Customer EngagementHostgator.com

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.  
I'm here to file a report about hostgator staff who are unreasonable, rude and unprofessional, not to ask for help.As demonstrated in the last couple of messages, the business continues to make false claims about me, personally, and puts blame on the customers. They dodged my question once confronted. They are in defensive and of course you can't engage and help your customers if you think of them as the enemy. They have failed to specify the store credit they offered, and failed to take any steps to improve the support team and quality of the user experience.As for the rest of my questions, as I already explained, the potential customer that raised the questions was lost due to inadequate support from hostgator.
Regards,

We were sorry to hear about the difficulties that our affiliate services were having with paying Mr. [redacted]'s affiliate commissions.  Unfortunately there was some difficulties due to the information that had been provided.The tax information that was provided did not match the information that...

the [redacted] has on file and our accounting department had to decline the payment request due to that inconsistency.  The payment was then resubmitted in June and again due to the inconsistency with the information that the [redacted] has on file, the payment was again declined.  To assist with getting this resolved our affiliate team has made a one time exception for all sales through June 14th that qualified.  And that payment was sent out through our affiliate system directly.  The concern with the tax information will need to be resolved before any additional affiliate payments can be processed.We also understand that Mr. [redacted] did contact our Hosting support team for help with his affiliate questions.  Unfortunately our Hosting support team would not have access to our affiliate system or tickets.  Our affiliate service is accessible directly through email at [redacted].  Reviewing the communications with Mr. [redacted] and the affiliate team we do see the affiliate team has been responsive to his concerns through those communications.  Our affiliate team is not always able to immediately reply, but has responded to all communications.  We have also emailed Mr. [redacted] directly to open communication with our management team to provide an additional avenue of communication.At this time our affiliate team has worked to clarify the situation with Mr. [redacted] and 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 back to the recent email communication or contacts our management team at [email protected] and we will be happy to continue our conversation.

Hello,We were sorry to hear that Mr. [redacted] was experiencing some issues with his [redacted] hosting package and have since contacted him to offer to escalate any additional issues that he may be experiencing with his hosting package.We also reviewed the recent tickets that were associated with the hosting...

account as well as reviewed the recent call where Mr. [redacted] had been experiencing an issue with his [redacted] package that seemed to have been due to some resource issues that he was having.  In reviewing those interactions the issues being experienced did seem to be resolved however we would be happy to follow up and assist with any issues that are still being experienced.We also understand the frustration with having to wait for live support which is available 24 hours a day 7 days a week.  We use historical data to forecast expected live support requests and work to adjust our staffing when we see changes in those contacts which are reviewed on a regular basis.  Unfortunately there are going to be times when a spike in support requests will extend the time it may take to reach live support as they work to assist with every request that we receive.At this time we have reached out to Mr. [redacted] and have not received any further follow up with any issues that he is currently experiencing that we can assist with.  If there are any further concerns we can help address, we ask that Mr. [redacted] please respond back to the recent e-mail communication or contacts our management at [email protected] and we'll be more than happy to continue to assist with any concerns that Mr. [redacted] has.

Good Afternoon,We were sorry to hear that a service was active that was not needed however after review of the matter, we have found no evidence that cancellation was ever requested. We have found that there was an original hosting package active from December 2013 till January 2014. Next, in...

February of 2014 a new package was purchased. We require all cancellation requests to be submitted via our form located at https://hostgator.com/cancel and do not see any such requests until last week at which point the account was canceled and the most recent payment refunded. If any evidence of a request to cancel can be provided, we will gladly take a look at that information and investigate further as needed.

[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.  
sorry my cell phone is out of minutes and the matter was resolved successfully thank you for your help

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.  
They issued my refund and I consider the matter resolved.