American Septic Company

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Revdex.com:I spoke with Michael L at Hostgator this morning. He was very helpful and resolved the issue, refunding me for charges incurred that I was not expecting. He also diagnosed the other charge as a former client for whom I had established an account with Hostgator, but neglected to remove my name and payment information.  Thank you for your assistance, it was the Revdex.com's intervention that brought Michael to the table.[redacted]

Good Afternoon,Thanks for the chance to address this concern.First and foremost we'd like to confirm that all passwords are stored securely in an encrypted database and decrypted upon sending. That said, we of course agree that it is more secure to avoid sending passwords at all, and so to improve...

this system, we have a development project in the works to instead move towards providing password reset links as well as two factor authentication. In regards to the concern on the response to these inquiries, while we did find that our agent did not directly confirm that the updated billing password was sent, our agent did take the feedback seriously and escalated the concern on plain text passwords to our management as stated in his response.We always appreciate security minded customers and ask that [redacted] continues to get in touch with us via [redacted] anytime he feels our services might be improved.

Hello,We were sorry to hear about Mr. [redacted]'s concern with a refund that had been submitted through the payment processor on 09/08/16 to be refunded back to the Credit Card the payment had been made from.It appears that Mr. [redacted] has more than one billing account and was having some difficulties...

in verifying the account that the payment was in regards to which did cause some confusion and also limited the amount of information that can be provided to the person that is contacting our support team.The payment processor that the card was processed through requires a manual process in order to submit the refund request.  This results in the requests for those refunds to take some extra time to get them processed for our clients.  Once the refund is processed it usually takes 7 to 10 business days for those funds to be reflected back to the funding source.At this time we have worked to clarify the situation with Mr. [redacted] and provided the information in regards to the refund and when it was processed.  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 email communication or contacts our management team at [email protected] and we will be happy to continue our conversation.

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 1/18/2017 and assigned ID [redacted]
Regards,

Hello,We were sorry to hear that the hosting did not work out for [redacted]  Our shared hosting plans include a 45 day money back guarantee that we stand behind.  Unfortunately when we checked his billing account we found that there were no successful charges in the amount of $11.95...

associated with the hosting account provided.When checking with the payment processor they also were not able to locate any successful charges with the exception of the One [redacted] charge.  However they were able to provide four attempts that were not successfully able to be processed to the [redacted] associated with the account.[redacted] was kind enough to provide a screen shot, unfortunately the image provided did not include a transaction ID that we could reference and at this time we have not received a reply for that request.  We also inquired into the possibility that there was another billing account that the charge he is referencing may have been from.At this time we ask that [redacted] please provide the transaction ID by replying to the recent email communication or email our management team directly at [email protected] with the related transaction and we will be happy to continue to work with him.

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 download. So, your response makes no sense. I do agree that all pages I complained about have been taken down, at least for now. This 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 all. Your answer here doesn't make much sense either.  This problem of telling people nonsense needs to stop.Regards,
[redacted]

We were sorry to hear about the concern that Ms. Anderson had with the Sitelock Service.With the purchase of Sitelock an email is sent to the email address that is associated with the account providing direction on the steps to setup the service that was purchased as outlined in the following...

link:http://support.hostgator.com/articles/welcome-to-sitelock-an-introduction-t...⇄ stated in the Terms of Service that is agreed to at the time that hosting is purchased addon services are not eligible for a refund.  However Mr. Anderson has been a valued client with Hostgator and to resolve this amicably a credit was provided.At this time we have not received any follow up questions or concerns from Ms. Anderson.  If any should arise that we can assist with we ask that Ms. Anderson please respond back to the recent e-mail communication or contacts our management team at [redacted] and we will be happy to continue to offer assistance.

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.

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 concerns. In 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 fraud. Should 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 purchases. That 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==================================================2. Account EligibilityB. It 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 under. If there is ever an abuse issue or we need to contact you, we will use the primary email address we have on file. It is your responsibility to ensure that the contact information for your account, including any domain accounts is accurate, correct and complete at all times. HostGator 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 domain. If you need to verify or change your contact information, you may utilize the HostGator Billing and Support Portal to update your contact information. Providing false contact information of any kind may result in the termination of your account. In 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 purposes. Failure 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 1:00 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 24-48 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 24-48 hours after our confirmation of a refund was sent. We apologize it sounds like this was not clear for Mr. Wilson and appreciate his patience while our cancellations team worked through the requests submitted ahead of his. Moving 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 us. As 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 else. As 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 know. Unfortunately this section was missed in Mr. Wilson'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 used. If we can be of any further assistance we ask that Mr. Wilson please contacts our management at [email protected] and we'll be more than happy to assist further as needed.

We were sorry to hear about Ms. [redacted]'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. [redacted]'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. [redacted].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 45 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. [redacted].  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.

[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]

Good Afternoon,We appreciate the chance to address this complaint and while we are sorry to hear payment was made for an account that was no longer in use, we did not invoice the account in error as we had not received any request to cancel services. Our accounts are all set up to automatically...

invoice for renewals unless we receive a request to cancel the service. While we do understand Mr. [redacted]'s developer decided to start using a new provider, we did not receive any request to cancel the services until this month so the invoice was valid. Although our terms of service state that we do not provide refunds on checks, in this case we'd be glad to make an exception and have attempted to reach Mr. [redacted] over the phone but reached voicemail. We then followed up via e-mail with two options for either renewing the domain name still registered with us, or to receive a refund back, however we have not yet heard back. If Mr. [redacted] could please follow up with us via e-mail with his preference on how to resolve this matter, we will be glad to proceed. In case our e-mail was not received, our management can be contacted via [email protected] and we ask that if Mr. [redacted] chooses this option, that he please reference ticket [redacted]

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.  The discount I received was a sale price available to any member of the public.  Hostgator is saying that because I received a discount they will do nothing.  However Hostagator fails to realize that the other customers who received the same discount did not get defrauded by Hostagator sales representatives.
Regards,

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 year. We 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 canceled. Due 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 account. We 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,While we certainly always want our tickets
handled as quickly as possible, our migrations are offered as a courtesy
service and a time frame is not guaranteed. This information is
available both within our terms of service as well as on the migration
form used to request the...

transfer. As such, when we do receive large
amounts of migration requests after running sales, these requests
unfortunately get delayed as we work through the transfers in the order
they were requested.In regards to the report that no support
tickets were answered, we've found that there were 3 tickets submitted.
The first ticket was a migration request and an additional ticket was
submitted asking for us to complete the migration. As that was
considered a duplicate request, it was placed on hold. The third ticket
was to request assistance with an error on the account however an update
was sent by [redacted] stating that the issue was resolved so this ticket
was also placed on hold. To summarize, this means that there was only a
single actionable support request which our migrations team did respond
to but unfortunately this was delayed more than we would wish.We
understand that [redacted] was hoping to get the migration done as quickly
as possible as the hosting package at the original host was expiring and
would require payment for renewal. We apologize that we were unable to
make that deadline for [redacted] but as requested, we have canceled the
account and provided a full refund. If our services are ever tried
again, we wanted to point out that [email protected] is available
to request escalation on urgent matters or deadlines.If there
are any issues with the refund or additional questions we can assist
with, we ask that [redacted] please replies back to our recent e-mail or
contacts our management at [email protected] and we'll be happy to
help.

Hello,We were sorry to hear about the concern that Mr. Bland had with three domain renewals.As stated in our Terms Of Service which can be reviewed at https://www.hostgator.com/tos once a domain is renewed it would not qualify for a refund.Mr. Bland has been a valued client and we appreciate his...

patronage.  To resolve this amicable as a courtesy we have refunded the renewal invoices for the three domains in question.At this time we have not received any follow up questions or concerns from Mr. Bland.  If any should arise we ask that Mr. Bland please respond back to our recent e-mail communication or contact our management team at [email protected] and we will be happy to offer assistance.

Hello,We were sorry to hear about the concern that Mr. [redacted] had with the addon service.In reviewing the support interaction Mr. [redacted] did acknowledge the addon service and a follow up email had also been sent with confirmation of the service and information on how to use the service as well as how to...

cancel it at any time.For clarification as stated in the Terms Of Service which can be reviewed at https://www.hostgator.com/tos  addon services would not normally qualify for a refund.Mr. [redacted] has been a valued client since 2009 and we appreciate his patronage.   To resolve this amicably we have submitted a refund request for the last four invoices for the service in question.At this time the refund has been submitted and 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 our recent e-mail communication or contact our management team at [email protected] and we will be happy to offer assistance.

Good Afternoon,We are always sorry to hear when accounts are suspended for non-pay, however we must clarify that we do actually send out notices when invoices are not paid. In this case we sent notifications to the e-mail address on file when the invoice was 0, 5 and then 9 days past due, with the...

suspension occurring 10 days after the due date. We've attempted to contact Mr. [redacted] to go over this information, but unfortunately did not receive an answer on our phone call or e-mail. To summarize, we'd like to make sure that our e-mail addresses [redacted] and [redacted] are whitelisted within the Gmail account as this should help ensure no notifications are missed.We were also sorry to hear that there was trouble reaching our staff via live chat and we've reached out via e-mail to request more information on Mr. [redacted]'s web browser as the issue reported should not be occurring. Once we have more detail on the browser used, we'll make sure to get those details to our developers for further investigation.In regards to the report that automatic billing was setup on the account, we do not and have never had a credit card associated with this account and do not see that a PayPal subscription was in use. If one of these options are preferred, we ask that Mr. [redacted] please lets us know and we'll be glad to help with setting up either payment option. In summary, we must reject that any disgraceful conduct was committed here as this was simply a case of late payment in which we've also confirmed that the service was automatically activated once the payment was received. As such, no compensation would be due but if there are any further concerns we can address, we ask that Mr. [redacted] please follows up with our e-mail to connect with our management and we'll be glad to assist 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.  
I accept the services to be cancelled and all the data deleted permanently.Please make the check payable to:[redacted] **  [redacted]

Hello,We would first of all like to thank Mr. [redacted] for bringing these concerns about the recent charges to our attention. We would also like to apologize for any inconvenience these charges may have caused. After further review of this situation we see a cancellation ticket was submitted to...

request the cancellation of add on services Mr. [redacted] had due invoices for. Unfortunately the cancellation was not processed until after our system automatically charged the method of payment saved on file. At this time our management team has reached out to Mr. [redacted] to resolve these concerns. We have processed the full cancellation of the add on services requested to be canceled and issued a full refund for the payments that were made. At this time we have not received any follow up questions or concerns from Mr. [redacted] and in our last communication he was happy with the results.  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.