American Septic Company

Good Morning,I've been in contact with [redacted] and worked through the uptime concerns.  While he did certainly report downtime and request the credits, up until his recent ticket in November we really didn't have much in the way of errors or times the sites were down.  With a little more...

clarification as issues are reported, we can do a better job narrowing down any issues, then offer the credit as had been requested.  Given the frustration however I've gone ahead and issued credits per our uptime guarantee as it's obvious there were issues both in October and November.  [redacted] and I are also in the process of hopefully migrating his account to another server so he can see if that fairs any better for his sites.Though this isn't entirely resolved at this time, I believe we are back on track and should have no problems moving forward ensuring he's getting the support and service he expects and pays for.Best Regards,Joshua M[redacted]Director of Customer EngagementHostgator.com

Good Evening,We are sorry to hear that [redacted] has been receiving spam and would be glad to address this complaint. First and foremost we must point out that we are a webhosting company that provides customers with web hosting and e-mail accounts. This means that the spam [redacted] is...

referring to is not actually sent by HostGator.com. Although we have spam filtering in place to attempt to block any outbound spam coming from our network, unfortunately it is well known that spammers will do everything they can to find ways to get around these filters. When spam manages to make it off our network, we have a zero tolerance spam policy which can be confirmed here : http://www.hostgator.com/tos/acceptable-use-policy
=========================================
D. Zero Tolerance Spam Policy
We take a zero tolerance stance against the sending of unsolicited
e-mail, bulk emailing, and spam. "Safe lists," purchased lists, and
selling of lists will be treated as spam. We may terminate the account
of any User who sends out spam with or without notice. Please read
http://www.hostgator.com/mailpolicy.html for our generalized mail
policy. Please read http://www.hostgator.com/dedicated-mailpolicy.html
for our dedicated server mail policy.
=========================================When we receive reports of spam from 3rd parties such as [redacted], we take action to suspend these users so they are no longer welcome on our network. Part of our network includes "[redacted].com" which was mentioned in the complaint. Having said that, we have attempted to contact [redacted] as we have only received 1 e-mail from the address provided and replied back to confirm we were taking action against this customer. We have called [redacted] twice and e-mailed multiple times requesting more information on any reports he has sent us that have not been acted upon, however he has refused to take our calls or respond to our e-mails with any information that would support the claims in this complaint.If there are any reports he can provide that we did not respond to, we'll be glad to take another look as we are always interested in preventing spam from leaving our network.

Hello,Thank you very much for reaching back out to us on this matter.Unfortunately the account is not eligible for a refund from 2014. During [redacted] when discussing the cancellation of the account instructions were provided in the last reply to the ticket on 08/18/2014. After providing the instructions to fill out the official cancellation request form at [redacted] we has received no ticket from the submission of that form or any follow up to the related ticket. When signing up for our services at the very bottom of the order page the details about cancellation and automatic renewals are provided before you can even proceed with check out. The follow is what is stated on our order page before the check out. "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."The cancellation request was not received until 08/15/2016 and then the cancellation was processed immediately and the previous payment was refunded in full. Please feel free to use [redacted] if you have any further concerns.

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

Good Afternoon,We appreciate the chance to address this concern and we were sorry to hear that Ms. M[redacted] had trouble canceling her service with us. We certainly do not want to make this process difficult as we do include information on how to cancel in both our terms of service (...

http://hostgator.com/tos ) and a guide on canceling is available through our knowledge base ( http://support.hostgator.com/articles/pre-sales-policies/billing-account-changes...⇄ ). To summarize the process, we ask that our customers submit cancellation requests via our form available at https://hostgator.com/cancel so we have written documentation of their request. We did find that Ms. M[redacted] had spoken with a member of our staff but unfortunately the conversation seemed more about removing the credit card on file instead of making sure the package was canceled. We have since reached out to Ms. M[redacted] directly and have received her confirmation in writing and can confirm that the hosting package has been fully canceled and the unpaid invoice has been removed. There will be no further invoices on this account but if we can be of any further assistance we have established a direct line of communication with Ms. M[redacted] and ask that she please lets us know if we can offer any additional help.

Good Morning,In regards to the issues reported on the server, we have previously investigated the situation and found there was an impression that we were somehow limiting traffic on the server. We found no evidence that traffic was ever restricted and review of the reported troubles found that the...

server was maxing out its available resources. As we did provide the server requested with the specifications outlined on our checkout page, there would not be a refund due if a customer runs into issues with the amount of available resources on the server they selected. Our terms of service also state that dedicated servers do not qualify for a refund, however we did agree to refund half of the payment made.We reached out to Mr. [redacted] and offered either a refund by check or by [redacted] and did not receive any correspondence following that offer till the date this complaint was filed. We did then receive the [redacted] address Mr. [redacted] wished to receive the funds to, and the refund has been sent. If we can be of any further assistance with this matter we ask that Mr. [redacted] please update the ticket through the billing system ( https://hostgator.com/billing ) to ensure that his replies are being sent and received.

Hello,We were sorry to hear about the confusion that Ms [redacted] had in regards to how to cancel her hosting services and the steps that we request our clients follow in order to ensure that the proper account is cancelled and there is no miscommunication in this process which could result in a...

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

Good Morning,Thank you for reaching out to us regarding your recent account cancellation troubles.  We appreciate you bringing this to our attention for quality assurance review and so we can make sure any errors on our part are being correct as fairly as possible.  Having reviewed your...

call logs with us however, I did have some concerns in that your account of the matter here doesn’t line up with what you explained to Eric over the phone.  You mention you submitted the cancellation request previously months ago, however then explained over the phone to Eric that your son was supposed to cancel the account. It seems that likely didn’t actually occur as he may have told you previously.  Another interesting point I’d like to present about this first call, is that you can be heard quite clearly while on hold speaking with your son, whom while not entirely audible in the background seems to apologize to you, to which you respond to him, “I’m not upset with you…”  I wish there was more we could do on this end to verify he did submit that request, though once more without the ticket, any record of communication or clarity for that matter we’re left to conclude the cancellation request was never submitted as our Terms of Service outlines it should have  been to prevent the renewal charge.http://www.hostgator.com/tos11. Billing and Payment Information B. 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. So it’s clear and available, I want to also provide the Cancellation portion of the above agreement, as we were absolutely in our right to bill your credit card on file without there having been a cancellation submitted previously.13. Cancellations and RefundsE. Cancellation Process.  You may terminate or cancel the Services by giving HostGator written notice via the cancellation form provided. In such event: (i) you shall be obligated to pay all fees and charges accrued prior to the effectiveness of such cancellation and (ii) HostGator may, in our sole discretion, refund all pre-paid fees for basic hosting services for the full months remaining after the effectiveness of such cancellation (i.e. no partial month fees shall be refunded) less any setup fees, applicable taxes and any discount applied for prepayment, provided that you are not in breach of this Agreement. Once we receive your cancellation form and have confirmed all necessary information with you via email, we will inform you in writing (typically email) that your account has been canceled. Your cancellation confirmation will contain a ticket/tracking number in the subject line for your reference and for verification purposes. You should immediately receive an automatic email with a tracking number stating that "Your request has been received...." HostGator will confirm your request and process your cancellation shortly thereafter. If you do not hear back from us, or do not receive the automatic confirmation email within a few minutes after submitting your cancellation form, please contact us immediately via [redacted]phone. We require all cancellations to be done through the online form in order to (a) confirm your identity, (b) confirm in writing that you are prepared for all of your files and emails to be removed, and (c) document the request. This process aims to reduce the likelihood of mistakes, fraudulent/malicious requests, and to ensure that you are aware that your files, emails, and account may be removed immediately and permanently after a cancellation request is processed.Cancellations for shared and reseller accounts will be effective on the account’s renewal date. Cancellations for dedicated and VPS accounts will be effective immediately. Moving along I also noticed that one of my Customer Service Managers followed up with you last week requesting additional clarification, ticket #s or email addresses that may not be associated to the account, but could have been used to submit the cancellation request.  Given my findings during the call audits,  I don’t believe you’ll likely be providing such details nor confirm that it was previously cancelled, but given it’s now been several days without a response I did want to follow up here today and ensure this was addressed as promptly as possible.While I don’t believe we owe you anything further given your dishonesty in regards to the Revdex.com complaint, as well as the fact that the account was technically in use all of May prior to your contacting us finally here in June to cancel it, I do want to be as fair as possible with you.  The $15.11 really isn’t much and I’d hate to see any ill will left with you as a result of this interaction, so I’ve gone ahead and just refunded that for you.  I realize you need the money as soon as possible, but please understand it does take a few business days for our credit card processor and your card issuer to ultimately reverse the charges.  That’s outside of our hands, and I apologize that we can’t speed that refund process, but I can confirm to you that the remaining portion was refunded this morning and should be processed back to your card as soon as your bank or the issuer handles the transaction.  In the future, I would like to also encourage that you review Terms of Service agreements with company's prior to ordering services.  Having agreed to that TOS during signup, it is definitely binding, and I think had it been reviewed fully and better understood, you likely could have avoided the unexpected charges in the first place.If you have any further questions please feel free to respond to ticket [redacted] which we opened with you last week, and we’ll be more then happy to assist you.  Otherwise you should have your full refund back within the next several business days.Best Regards,Joshua M[redacted]Director of Customer EngagementHostgator.com

[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 11993940, and find that this resolution would be satisfactory to me.  Thank you for your 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.  
Sent: Friday, March 30, 2018 6:00 PMTo: drteamSubject: Fwd: You have a New Message from Revdex.com Regarding Complaint #[redacted] Good afternoon, Can this please be reopen.  I never received the refund.   I keep going in circles with them.  Regards, 
Regards,

Good Morning,We've since had a chance to speak with Mr. [redacted] directly and are happy to report that we have found a resolution to this matter that does not require a change in web builder or additional development work. From speaking with Mr. [redacted] we were sorry to hear that our support for the...

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

[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. Management has been an immense help to me, and very fast to respond. I even had to contact them about a second website of mine experiencing the same issue days later, which was corrected within half an hour of me emailing them. The individual I was working with was very thorough in their evaluation of my problem being completely resolved. And all of this was done without even mentioning that I'd be getting free service for the coming months (something I didn't request, but won't argue with). While I would like to have avoided this matter altogether by being helped appropriately by any of the other reps I dealt with along the way, this was still appropriately seen to in the end. I now feel the barriers to help that I encountered were simply the result of chat reps giving out responses which got me out of their hair quickly, and not a problem with the way Hostgator itself operates. I misunderstood my problem, because I was given bad information by CSR's; not because Hostgator's business practices are shady. And I'm beyond grateful for the amazing assistance I received with regard to this complaint.

[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.  The whole issue could have been avoided with better communication protocols.

Hello,We were sorry to hear about Ms. Smith's concern with the cancellation of her hosting package.Hostgator's shared [redacted] include a 45 day money back guarantee.  Any cancellation request received after the 45 days would be cancelled on the renewal date for that hosting package as...

stated in the Terms Of Service which can be found at https://www.hostgator.com/tosIn reviewing Ms. Smith's recent interactions with our live support team we did find that an agent had stated an exception to the policy and in keeping with that promise we have submitted the refund request prorated from the date that the cancellation request was submitted.We have received Confirmation from Ms. Smith that this resolves the concerns with the cancellation of her hosting package.  At this time we have not received any additional follow up questions or concerns.  Should any arise we ask the Ms. Smith respond back to our recent e-mail communications or email our management team at [email protected] and we will be happy to offer assistance.

Hello,We regret to hear that [redacted] has denied to work with you on this matter. We did review the domain name in question and we must again deny any wrongdoing by HostGator. When the payment was made to HostGator for the domain it was not transferred to [redacted] yet and it was renewed on our end. After that was done it was then transferred to them. We understand your new registrar refused to work with you so we have refunded the last payment for that domain name. If you have any further concerns on this matter please reply back to ticket [redacted] which will remain assigned to the customer service management team.

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,
  This response is pretty inaccurate. I literally responded to the email they sent me stating that my information was incorrect (which it wasn't) for the [redacted] documents and they didn't respond back to me even up until this point over a month later. They also ignored me time and time again when I did contact their affiliate support email. They literally responded to me just 1-2 times when I emailed them at least 10-20. This response is a freakin joke. I can't believe they don't have the [redacted] to admit they are wrong. They try to blame me when I called, emailed, live chatted over and over and over again. I would love if they could show me proof of the affiliate support ongoing emails they claim to have here. The real reason this all happened is because they changed their system to a new affiliate portal and it delayed payments, but God forbid they admit that to the Revdex.com. They have to make themselves look good and caring here. Their Revdex.com rating should be at best a D. I finally got paid after waiting so [redacted] long and I never want to deal with this joke of a company with something like this. Hostgator has some freakin nerve ignoring me over and over and over until I reach out to the Revdex.com than coming up with numerous lies here after I brought you thousands of dollars in customers. What a joke.

Greetings,We were sorry to hear about the trouble downgrading to a more affordable service and have since had a chance to investigate further. After review, we have not found evidence that a refund was denied at any point nor have we found that there was any refusal to communicate on the requests...

made.What we did find is that in the related ticket, we contacted [redacted] via e-mail and asked to confirm information on what was to be moved but we did not hear back on that ticket for over one month. At that point we replied back asking for authorization of a migration fee as we do not provide free transfers on downgrades, only on upgrades.At that point we received some conflicting information as [redacted] informed us the migration has been performed in a separate ticket, however when we inquired for more information on that ticket, we were not provided with any details. We also had a member of our management team reach out but again did not receive any responses back.Regardless, at this time we have refunded the last two months paid on the dedicated server. Typically we see that refunds take anywhere from a few days up to a week depending on the bank or financial institution. Once [redacted] has confirmed they no longer need the server, we ask that cancellation is requested through the following form : [redacted]We hope this helps resolve the concerns raised but if we can be of any further assistance, please let us know and we'll be glad to help.

We were sorry to hear about Mr. [redacted] concerns and have reached out to assist.Mr. [redacted] has indicated that he would like to work with us to get any unresolved issues addressed and at this time we have opened up a direct line of Communication with Mr. [redacted] to assist with those issues.At this time we...

are looking forward to that communication from Mr [redacted] by responding back to our recent e-mail communications or emailing the Management team directly at [email protected]

Hello,We are sorry that Mr. [redacted] has experienced some difficulties with the affiliate program.  Unfortunately the issue with the [redacted] documents are not something that Hostgator has a way to resolve for Mr. [redacted].  However we were able to confirm that the issue was part of the checks and balances of the in house affiliate portal and would not hold up future payments from Hostgator since those payments are now issued by [redacted] directly through the new affiliate portal.With the new affiliate system portal there were a small group of affiliates that the payments were not confirmed through [redacted] and this did cause a short delay for those affiliates.  However the payment delays that Mr. [redacted] experienced were prior to that system being in place for the affiliate earnings in question.  We also see that the most recent payment was made on July 12th through the affiliate portal and from the recent response we were glad to hear Mr. [redacted] confirm that payment has been received.We do understand Mr. [redacted]'s concerns with communication with the affiliate team however did not see any concerns that have not been addressed at this time.  Reviewing the tickets we did see that there were duplicate requests which had been responded to in one ticket rather than addressing the same information in more than one ticket.  We would request that Mr. [redacted] only open one ticket rather than requesting updates in multiple tickets.  A ticket will remain open until it has been addressed unless there is already a current open ticket for the same concern or request. In the case of requests such as update requests the ticket will remain open in queue until there is an update available to provide.Our live chat portal connects our hosting clients to our hosting support team.  This team does not have access to the affiliate system or those accounts.  If Mr. [redacted] was using this avenue to try to reach our affiliate team, they would not be able to assist with any affiliate issues or concerns and would only be able to refer Mr. [redacted] to the affiliate team through the ticket system.At this time the concerns with Mr. [redacted]'s affiliate payments has been addressed and we have not received any follow up communications from Mr. [redacted] with any additional 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.

[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.