American Septic Company

Good Evening,We've now had a chance to review these concerns but unfortunately there is some incomplete information that we must address. In regards to the order of events, we see that [redacted] informed us of the trouble logging into the account, at which point we made sure a password reset was being...

attempted. Once we were informed that this was not working for [redacted], we resent the original welcome e-mail that includes the billing password. After this password was also reported not to work, we updated the e-mail address on file to make sure it was all lower-case to check if this was somehow conflicting with the password reset option. After asking [redacted] if they could please try the reset again after this change, we did not hear back from [redacted] on whether or not the issue had continued until 10 days ago. In regards to the notices on suspension, we sent notices informing that the account would be suspended for non-payment three times. The first notice was sent on the due date of the invoice. The next notice was sent 5 days after the due date, then one final notice was sent 9 days after the due date stating we would be suspending the account the following day. If these were not received we are sorry to hear that, however we have determined they were sent from our end.Moving on to the concern that charges on the account continued, as stated in our terms of service, we will continue to invoice an account until cancellation is requested. We informed [redacted] of this information a week prior to this Revdex.com complaint but have still not received a cancellation request submitted through this form : https://hostgator.com/cancelOnce we have a cancellation request, we will remove all unpaid invoices and cancel the service. We must also point out that we do not report to creditors so there is no need for concern on the unpaid invoices. If there is any trouble submitting the form, [redacted] is welcome to contact our management at [email protected] and we will be glad to assist once we have the cancellation request directly in writing from the e-mail address associated with the account.

[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 had to contact them again to remove all inactive domains, but they have finally done it.  I will accept this as closed. Thank you,[redacted]

Hello,We were sorry to hear about Mr. [redacted]'s concern with his hosting package that he has purchased and the confusion in how the service is purchased.As stated in the Terms Of Service that was agreed to at the time of sign up for the service which can be reviewed at https://www.hostgator.com/tos...

along with the following statement that is on the sign up page when signing up for 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.After reviewing Mr. [redacted]'s account and hosting package we did see that he had submitted a request to cancel the hosting shortly after the renewal.  Although the account would not normally qualify for a refund to resolve this amicable the account had been set to be refunded.  Unfortunately the refund had to be set on hold due to also receiving a dispute for the charge from Mr. [redacted]'s financial institution which has to be resolved before any additional steps could be taken to assist.  Mr. [redacted] has communicated that the dispute has been closed and once confirmation is received through the financial institution the refund will be able to be processed.  If Mr. [redacted] has received confirmation that he can provide that would also help to get this resolved as quickly as possible.If Mr. [redacted] has any additional questions we ask that he please respond to our recent e-mail communications and we will be happy to offer assistance.

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.  
Wow - Hostgator is an incredibly delusional company. What they are saying is wrong. If they were serious about solving this, they would have called me. They never have. I do not know what verification email they are talking about, since they have not sent anything. If “evidence” of their neglect is mentioned (silly), it is true that I have the recordings, screenshots, etc. of the many hours that I tried to contact them. All I wanted was a simple apology and for the matter to be amicably resolved. At this point, assuming that the transfers are complete, this is formal notice that I want no further communication from Hostgator. I really don’t want anything more to do with this company anymore. I would add that I have requested to be removed from their advertising, and yet still, they are sending advertisements.
Regards,

Good Afternoon, We were sorry to hear of the trouble canceling this account, however after review of the account we do see that the domain name has similarities to the e-mail address we were contacted on and we did find that the account had received traffic/visitors. Although we also found that...

the billing address matched what we were provided on the complaint, we understand that the account was no longer necessary and that Mr. [redacted] did not authorize anyone to setup this account on his behalf and have therefore refunded the most recent two payments made. We were also sorry to hear that there was trouble reaching a representative over the phone, however we must clarify that we do answer every call we receive. In this case it looks like the call lasted for about 13 minutes and while we definitely strive to answer each call quicker than this, at times our waits can fluctuate. Regardless, we have now refunded the recent payments and removed the card so it will not be charged moving forward.If we can be of any further assistance with this account, our management can be reached via [email protected] where we'll be happy to help.

Hello,We were sorry to hear about Ms. Copelin's concern.  There was no information in the communication in regards to what Ms. Copelin was requesting assitance with and we also did not get any response back when contacting Ms. Copelin by phone or e-mail.If Ms. Copelin is still needing...

assistance we ask that Ms. Copelin please respond back to our recent e-mail communication or contact our management team directly at [email protected] and we will be happy to offer assistance.

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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  I received Hostgator's note and I did answer with copy to Revdex.com... letting you know how they hide the renewal subject in their website, I also let you know how they renew services as add on that I didn't even accept from the first time, making their so-called claim “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" A total lie as they also renew things customer don’t even want.... I do insists... the benefits Hostgator get from this behavior is way HUGE!!!!!Accepting a prorated money back is the same as telling them: they are right, keep on doing it... ok you give money back but is ok that you keep some for you

Good Afternoon,We'd like to start by offering our apologies for the recent trouble with Ms. [redacted]' e-mail services. To provide a bit of background information, from time to time e-mail services can become blacklisted which means receiving e-mail services might bounce back the e-mail as it is...

considered spam. In order for us to address these issues, we do need bounceback messages with full headers to ensure we are addressing the correct issue so customer's e-mails will be successfully delivered.After review of this situation in particular, we have found that there were some initial issues with receiving the e-mail bounces to know exactly which services to request de-listing on, however we have since been able to gather that information and the de-listings have been requested. As briefly mentioned in the complaint, a second hosting package was purchased in order to attempt and rectify the situation. We've since been in touch with Ms. [redacted] to make sure she is aware that unfortunately this is not a great solution since all of our shared and reseller hosting packages will use the same mail gateways. As such, we were more than happy to refund the two months paid towards the additional service.Although blacklisting issues like this are to be expected from time to time on any shared web hosting environment, as a courtesy for Ms. [redacted] long term use of our services, we were happy to refund an additional 2 months on the initial hosting package as we are making serious efforts to both prevent these issues and also ensure they are addressed as quickly as possible.We hope this has fully addressed the complaint but we've also provided a direct line of communication with our management in case any urgent issues require more immediate attention. If for any reason that contact is lost, our management can be reached directly at [redacted]

Hello,We were sorry to hear about [redacted] experience with the domain renewal and the confusion in regards to that process.When the account was cancelled our cancellation team had followed up in the cancellation ticket and requested that [redacted] reply back if he would like to cancel the...

domain.  Unfortunately we did not receive a response that the domain was also to be cancelled.  A domain is not cancelled without the registrant's express permission due to a domain being a separate product from the hosting and being transferable to another hosting or related service.The domain was currently set to auto renew in [redacted] billing account and all products automatically renew unless the product is cancelled by written request.We did contact [redacted] and he did provide a copy of the courtesy notices that are sent out by the domain register to the domain whois contact information provided by the domain registrant.  Although this was a courtesy notice we do understand that this did cause some confusion for [redacted] and we have refunded the domain renewal.For clarification the information in regards to the domain renewal and invoicing was available through [redacted] billing portal.At this time we have worked to clarify the situation with [redacted] and refunded the domain renewal.  We have not received any follow up questions or concerns. If any should arise that we can assist with we ask that [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.

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.  
HostGator has an ideal system: to cancel, you have to do so via their forms, which are absolutely not traceable by any means.  When you go back and request transcripts of chats or proof of any action, they're mysteriously not there.  It's a perfect storm of abuse for the customer.  Their customer service is absolutely 100% inaccurate and deceptive when it claims there's misinformation in my complaint.  They are 100% at fault for having charged me for an account that was properly cancelled over 2 years ago.  Had they not refunded my money (an obvious admission of guilt) after the many hours I've spent trying to get this mess un-done, I would have sued.This is shady business practice at it's finest.  HostGator should be ashamed of themselves for these actions.  Finally, the Revdex.com should absolutely be aware that rating a business as poorly run as HostGator as an A+ operation is beyond wrong.  Just google "HostGator Sucks" or something similar.  There are literally THOUSANDS of unhappy customers. 
Regards,
Ben [redacted]

Good Evening,Thank you for the chance to address these concerns.We were sorry to hear Ms. [redacted] had such a frustrating time canceling her services with us and we have taken time to review the related conversations for a better understanding of the situation. That said, before proceeding we must point...

out that contrary to the information in the complaint, we do actually allow our customers to remove their credit cards from our system at any time directly through their billing account which can be confirmed here : http://support.hostgator.com/articles/pre-sales-policies/billing-account-changes...⇄ review of the conversations in question, we have found that Ms. [redacted] had purchased three services from us - one hosting package as well as two domain registrations. During the call mentioned in February, our agent assisted Ms. [redacted] in submitting a cancellation request for the hosting package. Once that was processed, our cancellation department replied back to Ms. [redacted] stating that her hosting account had been canceled, and that if she also wished to cancel the domain registrations, to please reply back to the e-mail to let us know.Unfortunately we never received a response back on that e-mail and did not hear from Ms. [redacted] again till September at which point she had received e-mail notifications stating the domains would soon be renewed. During this call, our agent did walk Ms. [redacted] through toggling the auto-renewal feature to off, however our agent was mistakingly under the impression that this would automatically delete the related invoices. We've made sure to follow up with our agent to ensure this mistake is not made again and at this point we have refunded both domain registrations back to the card used. We've also confirmed that all services are canceled and all credit card information has been removed, meaning there is no chance for further charges. We have made sure to follow up directly with Ms. [redacted] with this information so if we can be of any further assistance, we ask that she please replies back to our e-mail or contacts our management directly at [email protected].

Good Afternoon,We'd like to start by offering our apologies for any inconvenience caused by this recent temporary suspension, and while we do agree that more warning would be ideal, unfortunately we cannot provide advanced warning as once we are aware that there is malware hosted on our network, we...

must take immediate action otherwise we are knowingly hosting malware which can cause repercussions against our business and our customers.Not only does malware on accounts pose a threat to visitors to these websites, it also negatively effects our business and our customers in that malware will spoil the reputation of IP addresses used on our network. As such, we cannot allow the malware to remain online as this constitutes a threat to both our business and customers, as well as any potential customers visiting Mr. [redacted]'s web pages. Although it is unfortunate that the webpages suffered downtime while the malware was removed, we hope it is understandable that this result is preferred to potential damages caused to customers or visitors of these web pages.In regards to the initial report received, we do see that the compromised content we referred to was a bit technical, so we'll be evaluating our process to determine how we can make more technical details understandable for all levels of experience. Having said that, as our customers agree to take responsibility for the security of their account, there would be no refund due for this situation, however we have made sure that Mr. [redacted] has a contact with our management department in case we can ever assist with providing escalated attention to any concerns on the account.

Good Afternoon,We've since had a chance to review this situation and have found that although two calls were made, each call lasted 15 minutes rather than the hours reported in the complaint. Regardless, we do apologize that a second call was necessary and have reviewed the two conversations for a...

better understanding of the situation.After listening to those calls, we have found that there were five products remaining active with us. The breakdown of the products purchased was four domain registrations as well as one hosting package. During the first call our agent worked with Mr. [redacted] to submit the cancellation request for the hosting package and disable the auto-renewal of the domain names. The issue there is that the domain names had actually already been invoiced for renewal so it was too late to disable auto-renewal. We apologize for our agent's oversight on this and have forwarded this opportunity for improvement to his supervisor for further attention.Once the hosting package was canceled, due to the active invoices for domain renewals, we sent Mr. [redacted] an e-mail stating that the domains would continue to remain on the account unless a reply was sent to confirm he wanted the domains canceled entirely. Unfortunately a reply was never received confirming cancellation so once the due date for the invoices was hit, the card on file was automatically charged. While the charge was unfortunate, our refund was forthcoming on the full $45.00 paid towards renewal, rather than the $50.00 mentioned in this complaint. A refund was initiated on the same day as we were contacted about the charges which was also the same day this complaint was filed. We have not heard back following the refund but if there is anything else we can assist with, we ask that Mr. [redacted] please contacts our management at [email protected] and we'll be more than happy to take another look at the account.

Good Afternoon,In regards to the rejection, we did find that while Mr. [redacted] was considering using the new builder, we had multiple support tickets open addressing issues with the two separate builders. One of these tickets was not placed on hold following our phone conversation last week, so this contributed to some confusion as our admins were checking in on the issue with the new builder while our conversation had shifted back to the original builder in use. We've since had a chance to speak with Mr. [redacted] again to clarify this situation and have also walked him through the process of accomplishing what he was hoping to do with the original builder. He has confirmed that this has resolved all concerns raised with this complaint but if we can be of any further assistance, we have ensured he has a way to get back in touch with our management for further assistance.

Good Afternoon,We would like to apologize that [redacted] had been provided incorrect information by the agent and clarify that the client can obtain a transcript at any time in the chat, however the agent had provided the client with our previous procedure, which provided the client the...

opportunity to request the transcript at the end of the [redacted]  The agent has been notified of their error and provided the correct procedure for our clients to ensure that they do not make the same error.  We have also provided this information to the client to ensure they have the steps to obtain the chat transcript in future interactions with our live support team and have also provided the client with how they can request that any time in the future if they find that they need the information for a future [redacted]  The initial transcript request had been submitted to a team that does not handle those request which caused a delay in the clients request being handled as quickly as possible.At this time we have also provided [redacted] with how she can reach us directly to assist with any future requests or concerns by responding back to the recent email communication or contacts our management at [redacted] and we'll be more than happy to assist.

Greetings,Thanks for the chance to address this concern.We're always sorry to hear when services have been renewed that were not required, however after review, we have found that the three domain names in question were set to automatically renew. The automatic renewal setting can be toggled by our...

customers through the domain management panel ( http://support.hostgator.com/articles/hosting-guide/lets-get-started/domain-name...⇄ ) and we are upfront about these services charging ahead of time if a card has been saved on file : http://support.hostgator.com/articles/pre-sales-policies/billing-account-changes...⇄ note that this information is also available in our terms of service which were agreed to when the account was purchased : http://www.hostgator.com/tos
11. Billing and Payment InformationB. Autorenewal.
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 we have removed the card saved on file and have refunded the three payments made for domain renewal. If we can be of any further assistance we ask that Mr. [redacted] please reply back to our recent e-mail communication or contact our management at [email protected].

Greetings,Unfortunately Mr. [redacted] has rejected the complaint but again has provided no evidence to support his claims and again has provided inaccurate information. Our cancellation forms do generate a traceable ticket which is the entire purpose of the forms - to create a ticket for our staff to have on record. Contrary to Mr. [redacted]'s claim, these tickets are also available for the customer to review within their billing account. Additionally, with every live chat we provide our customers with a chance to receive a copy of the transcript. We have reviewed all live chats and e-mails relating to this account and found no evidence to support his claims, which is why we have inquired for him to furnish any evidence to support his reports. Again, he has rejected this response and has still been unable to support his reports. When customers request cancellation following a recent payment we do return the funds to the customer as we do not have contracts so we also reject his implication that our refund assumes responsibility for Mr. [redacted]'s failure to cancel all of his accounts previously. At this time the complaint has been resolved as the desired settlement has been provided.

Hello,We were sorry to hear about the frustration this has caused [redacted].At this time [redacted] has not been able to verify ownership of the account in question.  He has been kind enough to provide documentation identifying himself as well as what he believed may be the security pin associated with the account that is setup, Unfortunately the documentation and information provided does not match the information associate with the account in question.There does seem to be some confusion on when the account was created and the policies that were in place at the time the account was created by [redacted].  The account in question is not as tenured as suggested by [redacted] nor has the verification policies radically changed since the time that the account in question was opened.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 including those options using outside resources.  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.

Hello,We were sorry to hear about Mr. [redacted]'s concern with the domain registration.The domain had not correctly registered and our live support team did correct that in the interaction that Mr. [redacted] brought to our attention.  Once the domain had completed registration the domain was avaiable...

for Mr. [redacted]'s use.We were not able to reach Mr. [redacted] by phone and have not received any follow up with any questions or concerns.  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 Morning,To begin we'd like to offer our apologies for any trouble unsubscribing from our mailing list. After investigation we did find that there were reports of trouble with this option and also found that a few manual removal requests had been received. We've since made sure that the address...

"[redacted].com" has been fully removed from our list and we've also forwarded along this report to our mailing list provider to determine why the unsubscribe option might have failed. In regards to the phone call mentioned, we have been in contact with Ms. [redacted] but have only found 1 phone call from the numbers we've been provided. During this call there was no discussion over the mailing list and the quote in the previous response does not match the conversation. We've also inquired as to where there was any rudeness from our agents but again unfortunately have not been given any clear details on this concern and have found that the majority of interactions were rated positively on a 1-10 scale by Ms. [redacted]. If we can be of any additional assistance with the mailing list or if any other details come to mind that we can use to investigate, we ask that Ms. [redacted] please reply back to our current e-mail or contact our management directly at [redacted].com.