American Septic Company

We were sorry to hear about Mr. [redacted]'s concern with his hosting service.In reviewing Mr. [redacted]'s hosting service we found that the content for the site had been removed from the hosting account by Mr. [redacted] limiting our ability to review the site or content.We were able to find that Mr. [redacted]'s Website...

was showing in [redacted]'s listings when searching for his domain, unfortunately with the content having been removed the site could no longer be viewed.The SEO team has also provided us with copies of the communications with Mr. [redacted] on the work that was being performed and the link that was provided that allowed Mr. [redacted] to monitor the progress of his SEO campaign.We have attempted to contact Mr. [redacted] by phone and e-mail and have not received any follow up communication.  At this time we request that Mr. [redacted] please respond back to our recent e-mail communication or email our management team at [email protected] and we would be happy to assist and work to come to an amicable resolution.

Good Morning,To begin we'd like to offer our apologies for the recent temporary suspension. While we of course never like to suspend our customer's sites, when shared hosting is in use, we do have a responsibility to ensure that the server remains online and functional for all customers hosted on...

that server. In this case, the account in question had exceeded our CPU usage limits which can cause issues for all other customers on the server and if the account is allowed to remain active, can potentially lead to the server going down as well as data loss. The CPU limit in question is outlined in our terms of service which is agreed to when signing up for an account, however in this case, unfortunately we have found that our automated system did not automatically send a notice informing our customer that the account was temporarily suspended. This was entirely unintentional and we have since corrected the issue to ensure that notifications are sent when CPU limits are hit. Following the contact to our staff, the account had been reactivated with all restrictions removed, however as the account continued to exceed these limits, unfortunately we have had to reinstate these restrictions until the site is either optimized or moved to a dedicated server where resources are not shared with other customers.If we can be of any further assistance with this issue or if we can ever help escalate any urgent matters, our management can be reached at [redacted]@hostgator.com.

Good Afternoon,We've since had a chance to review the concerns raised in this complaint but unfortunately have found that our products have not been accurately represented. To clarify, while [redacted] does include a security badge to display on the page, this product offers much more including a...

firewall, content delivery network and daily scans of [redacted] to search for any malware. Regardless of this misunderstanding, we did refund the payment for [redacted] prior to this complaint, and the full list of features included with [redacted] can be found here : [redacted]
Next, in regards to the claim that our staff has been purposefully causing damages to a site - we have searched our records for any e-mails, phone calls or live chats where [redacted] has asked to investigate this claim but have found that this was never mentioned in any of our conversations. Additionally, we have no relationship with [redacted] so the reasons behind these suspicions remain unclear.We've attempted to call [redacted] and have also sent multiple e-mails but have received no further information or contact. We must assume this means that there is no evidence of these claims but we will of course remain open to further investigation if [redacted] would like to return our call or respond back to our e-mails.

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 clarify. First 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 available. Also, domain privacy is selected by default for domain purchases, so a customer will have to specifically deselect this service for their information to be public. In 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 purchased. In 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 30 minutes to try again, rather than stating that there was no way for the service to be enabled. Unfortunately 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 sites. Moving on to the request for a refund of $140.00, we have found that the amount paid was actually $112.35. We've now refunded all services except for the two domains ending in .biz and .me which are unfortunately not eligible for refunds. That said, we did go ahead and provide who.is privacy on all four domains free of charge. If 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.

[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.  
Hostgator worked with me in a timely manner and did not let this issue go unattended. I would also like to thank them for understanding my actual frustration in this matter.

Good Afternoon,First and foremost, here at HostGator we certainly appreciate the long term use of services and we were sorry to hear of the troubles over the last year. That said, after review of the situation, we see that Mr. [redacted] originally had purchased a service for use of [redacted] on a...

[redacted] server. Unfortunately [redacted] reached end of life support several years ago and was no longer being maintained, so we did need to move our customers off of this platform and onto one that could be maintained in the long run.At this point we contacted Mr. [redacted] and let him know that if he no longer needed [redacted], then we could keep him on a [redacted] server and prevent moving him to a new (Windows) platform. We received no response at that time so we continued with the migration in order to keep his sites online. Following our migration we sent information and steps on testing out all content to make sure that it was working but again, we received no word back indicating any issues.Over the next two months we received sporadic reports of minor issues, which are not uncommon when moving across platforms. After our assistance with those reports, we provided two months of service free of charge to help with the transition. Following the credit on the account, we did receive report of unrelated issues from time to time, however these were multiple months apart and the last report was over 4 months ago. As such, we have not found any evidence that would indicate a refund of 14 months of service would be owed for the occasional issue resulting in a platform change which could have been avoided had we been informed that the move was not needed.In regards to the time frame for our migrations, our migrations are a courtesy service and we are upfront on both our transfer request form as well as in our terms of service that we make no guarantees on the time frame needed to complete these requests. We are sorry to see that this has caused Mr. [redacted] to cancel all services with us but we do appreciate his years of patronage and wish him the best of luck with his new host.

Good Afternoon,Unfortunately Mr. [redacted] has continued with attempts to inaccurately portray the situation. We did not sneak any charges in on Mr. [redacted] as he was charged on the 4th of December and did not request cancellation until after the most recent charge was processed. Additionally, Mr. [redacted] has refused to provide any evidence to allow us to investigate his claims on unanswered phone calls or live chats. At this time we have fully canceled his account and provided a refund of his last payment. The domain transfers will be automatically released by the domain registrar once the verification e-mail has been handled by Mr. [redacted] and there is no further involvement needed from our staff as this is an automated process.

[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 11863943, and find that this resolution would be satisfactory to me.

Good Afternoon,We were sorry to hear [redacted] was having issues
with her services and have taken time to review the account in more
detail. We'd also like to apologize for the delays as we have had a very
high increase in support requests due to the holidays. Our management
is very aware of...

the delays and have taken serious steps to reduce
response times on tickets and have also been running back to back
training classes to bring more agents to our front line support
departments.In regards to the issues on the account, we have
found that unfortunately one of the sites [redacted] was hosting seems to
have been compromised and was hosting malware and sending out spam known
as phishing attempts. Although [redacted] did work with us to get this
content removed, this malicious type of e-mail triggered out mail
filters to become more strict with what was being sent from the account.
We have since whitelisted the account since the malware was resolved
and have not seen any additional issues reported due to our mail
filters.That said, [redacted] did experience another issue with
sending e-mail to [redacted] addresses in which [redacted] decides to temporarily
delay e-mail if too many messages are being sent from one particular
server. These are only temporary rejections and will automatically drop
off, however we are working directly with [redacted] to help prevent such
temporary restrictions from occurring in the first place.In the
complaint we understand that [redacted] had originally requested a refund
stating that the service was no longer in use, however we are seeing
that e-mail is still in use so we have reached out to [redacted] directly
to offer a direct line of communication in case of further trouble, or
assistance with cancellation if preferred.

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find, that although this business scams consumers through illegal advertising for unnecessary products, this resolution would be satisfactory to me, since the Revdex.com is perfectly compliant and ignorant massive fraud caused by most business's.[redacted]

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 4/23/2017 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.  
This letter responds to HostGator's 12-6-15 reply submitted by Jonathan H.Customer, [redacted], provides brief timeline of events regarding HostGator account to contend that continuing webhosting services has been sought and was sought before and during filing of customer service complaint with Revdex.com. The timeline is as follows:On September 28, 2015, HostGator sends billing invoice (for month of October, 2015) to same e-mail address on file with HostGator since sign up of shared Baby plan account on July 4, 2012.On October 29, 2015, HostGator sends billing invoive (for month of November, 2015) to same e-mail address on file with HostGator since sign up of shared Baby plan account on July 4, 2012.On October 31, 2015, I tried to login to customer portal via "created, old" password used for login attempts in November, 2014. I required password reset feature to be activated and established new password that worked on first attempt on October 31, 2015. After login to customer's account via new password, I noticed billing charges on account that were unknown to meand submit billing inquiry ticket [redacted] that was created on October 31, 2015 @ ~1:22 am.Under HostGator's TOS, customer has ninety (90) days to question invoice or billing charge(s). Whether one considers September 28, 2015 or October 29, 2015 billing invoice, customer submitted timely invoice dispute to HostGator via [redacted].On November 10, 2015, Hayley F. as billing administrator follows up on ticket [redacted] stating customer may cancel account by submitting written request to HostGator. I am not sure if Hayley F. and Jonathan H. work at the same location or department for HostGator, but I did inform HostGator of invoicing and webhosting issues.On November 12, 2015, I submitted reply (sent via [email protected]) informing HostGator that "full webhosting fees shall be paid for online (or public access or WWW) feature of website, but not for periods of being offline." Customer has been willing to pay monthly fees for complete webhosting services.On November 17, 2015, I submitted Revdex.com complaint regarding billing/customer service issues that will not be reiterated herein.On November 28, 2015, HostGator submits billing invoice (for month of December, 2015) during pendency of Revdex.com proceedings.The above sequence of events indicate or imply that HostGator has sent billing invoices to me for monthly fees to continue webhosting services under shared Baby plan. I am sure HostGator would have been content if billing charges were cleared by me without any objections or questions. Moreover, as I stated before, I have never requested cancellation of my account or webhosting services at any time since opening of account on July 4, 2012 including months of November, 2014, September, 2015, October, 2015, and November, 2015 that would requires (per TOS) confirmation by two-step process on part of both customer and HostGator.Hence, by the conduct of HostGator and customer, there is and would be continuing agreement for monthly webhosting services for customer's website.
Sincerely,
[redacted] A.

Hello,We were sorry to hear about the confusion in regards to Mr. [redacted] domain renewal.For clarification if a domain is set to auto renew in the domain control panel the domain is invoiced 30 days prior to the domain expiration date and the payment method on file would be used to addressed the...

invoice 10 days prior to the renewal date. The automatic billing and invoicing dates can be reviewed at the following helpful link:https://support.hostgator.com/articles/articles/pre-sales-policies/billing-...⇄ Mr. [redacted] was kind enough to forward the email communication that he had received that was contrary to how domain renewals are processed by the billing system and although domains are not normally a refundable service we have provided a credit to Mr. [redacted] billing account for the cost of the domain renewal.At this time we have not received any follow up questions or concerns from Mr. [redacted] and the invoice in question has been addressed with a credit to his account.  If any should arise that we can assist with we ask that Mr. [redacted] please respond back to the recent e-mail communication or contacts our management team at [email protected] and we will be happy to continue to offer assistance.

HelloWe understand Ms. [redacted]'s frustration with the current situation and would very much like to have it resolved.  Unfortunately at this time there are two separate parties that are claiming ownership of the account and neither party has provided the requested documentation to resolve the ownership of the account.The security of our clients is extremely important to Hostgator and when the unfortunate situation arose that two parties are stating ownership of the account in question, steps were taken to lock the account down to protect the account and both parties were requested to provide documentation of ownership.We had received confirmation that the requested information would be provided and followed up with the fax number [redacted] on 08/08/16 as requested, however we have not received any of the requested documentation or confirmation that it has been sent from either party.At this time we ask that Ms. [redacted] please send the documents as agreed to on August 8th. Once they have been sent, if Ms. [redacted] could please reply back to our recent communication or contact [email protected] referencing this complaint, we'll be glad to continue working with her to get this resolved.

We were sorry to hear about Mr. [redacted]'s concern in regards to his billing account.In reviewing the account we did see that Mr. [redacted] had selected the [redacted] Payment Agreement rather than the one time [redacted] payment option when paying a recent invoice.  When the hosting invoice that Mr. [redacted]...

references was presented to his account it was addressed using the [redacted] Payment Agreement that had been created.  Mr. [redacted] has canceled that agreement through his [redacted] account and we have attempted to reach Mr. [redacted] by phone and e-mail to offer to refund the invoice and re-invoice the account to allow Mr. [redacted] to address the the invoice directly.   For clarification the following information is provided on the sign up page at the time a client signs up  for hosting services."Qualified packages include instant activation and 24 hour support. Introductory prices apply to the first term. Money-back guarantee applies to hosting and domain privacy. All plans and products automatically renew for the same term length at regular rates, which will be available in your control panel. Unless you request a change or cancellation, the payment method provided today will be used for renewals"This is also addressed in the Terms Of Service that each client is required to agree to when signing up for service with Hostgator and can be reviewed at https://www.hostgator.com/tos  Section 11. subsection b."Unless otherwise provided, you agree that until and unless you notify HostGator of your desire to cancel the Services, you will be billed on an automatically recurring basis to prevent any disruption to your Services, using your credit card or other billing information on file with us."At this time the invoice in question has been reversed and re-invoiced for Mr. [redacted].  We have not received any follow up questions or concerns from Mr. [redacted].  If any should arise we ask that Mr. [redacted] please respond to our recent e-mail communications or contact our management team directly at [email protected] and we will be happy to offer assistance.

Good Afternoon,We've since had a chance to review this
complaint, however we were unable to verify the claims that a refund was
promised or even requested on this account. A service was purchased in
November 2014 and delivered by us, however we have found no e-mail or
phone logs that match...

the report mentioning a requested refund. Since
we were unable to verify these claims, we called Levi to discuss the
matter more directly. After confirming that it is was a good time to
speak about the complaint, unfortunately once we stated that we have no
records that match these reports, the call was terminated and we were
hung up on.As the matter stands currently, we were requested a
service which was provided, and we have seen no evidence that a
cancellation or refund had ever been requested. If Levi decides she has
time to speak with our staff, our management would be glad to hear more
at [redacted] at which point we'd be happy to take another
look.

Greetings,Thank you very much for reaching out to us on this matter and we regret to hear about the issues with the delay in our verification procedures. At this time we have extended your hosting package renewal date by a week due to the delays with this process. The renewal date was 07/26/2019 and...

we have extended that to be 08/02/2019 since the start date can not be adjusted.The agent that was discussing this issue through our support did not have the authority to make the adjustments that were requested. We have also sent you a follow up to this matter via our ticket system. This ticket has been assigned to the customer service management team and can be used as a means of direct communication with us if you have any further feedback or concerns for us.

Hello,We were sorry to hear about the concerns Mrs. [redacted] had with your hosting account.The information provided in this communication did not match a billing account, however we were able to identify the account that we believe Mrs. [redacted] was referencing.  In reviewing the account we did see...

that the account has been set to cancel and the invoice that Mrs. [redacted] was likely referencing was fully refunded and that information was provided in the communication in response to the cancellation request.There also seemed to be some confusion on the actual cost of hosting services.  The $15 that was reference is the normal cost for registering or renewing a domain name for a full year.  It would not cover the cost of the hosting services which in reviewing the dollar amount that was being referenced is liketly the cost of the hosting services for a three year billing cycle renewal.In reviewing the other charges for the account we did see that those were renewals for the additional products that had been signed up for at the time of the account sign up.  We also did not find any previous requests for cancellation of those services.We did try to contact Mrs. [redacted] by phone and through e-mail to confirm the account and the information and have not received any additional reply or questions to our communication.  If Mrs. [redacted] any should arise that we can assist with we ask that Mrs. [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 are sorry to hear about the difficulties related to the cancellation of the HostGator account.At this time the cancellation that was requests has been processed and a refund of the most recent payment has been issued. Also feel free to use the ticket that was established as a means of...

direct communication with the customer service management team.