American Septic Company

Hello,We were sorry to hear about the issue that [redacted] had experienced with his hosting package and did reach out to offer assistance.Although we were not able to reach [redacted] directly we were able to resolve the issue that [redacted] had been experiencing with his...

hosting account and his Website is currently showing on the internet.There had been an issue in the billing system when it had suspended the secondary hosting package which was affecting his active hosting package.  We also were able to connect to [redacted]'s hosting package using [redacted] successfully.At this time we have not received any follow up questions or concerns from [redacted] and his account has been credited for three months of service.  If any should arise that we can assist with we ask that [redacted] please respond back to the recent e-mail communication or contacts or management team at [email protected] and we will be happy to continue to offer assistance.

Hello,We were sorry to hear that the hosting package did not meet Mr. [redacted]'s needs.Hostgator offers a 45 day money back guarantee on all shared hosting packages.At this time all invoices have been refunded and we have not received any follow up questions from Mr. [redacted].  If any should...

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

Good Afternoon,We were sorry to hear about the frustrations with our migration process and have taken time to review the conversations in more detail. After investigation we have found that unfortunately there were many issues with the login information provided for the original host meaning we were...

unable to access the account at the previous hosting company.We were sorry to hear that an agent confirmed the migration was complete as we had never sent confirmation that the work was done due to the login issues mentioned above. We have not yet found the call where this was stated but we have flagged the remaining calls for review and will follow up on any agents who provided an incorrect status for the migration.We've also had a chance to call Mr. [redacted] to clarify that since we could never begin the migration, that we did not invoice or charge the account for the work. At that point Mr. [redacted] confirmed he would be handling the migration himself but if we can ever offer escalated assistance with his account, we ask that he please contacts our management at [email protected] and we'll be more than happy to help.

Good Afternoon,We're sorry to hear Ms. [redacted] has had trouble resolving this situation and would be glad to address the concerns noted in the complaint. To provide more background information, we did find that there was malicious content hosted on this account which required a temporary suspension...

until the content was removed. As hosting malicious content can damage the reputation of not only the web host's IP addresses, but also the customer's site, we do need to take immediate action and issue temporary suspensions when malicious content is being hosted.Although we do temporarily suspend access to the site from visitors, our customers do still have access to remove the content through their hosting control panel which can be accessed through our customer's billing accounts. In this case it seems Ms. [redacted] was most likely attempting to access the site through the [redacted] dashboard which would not have worked as access was only granted via the control panel , FTP and SSH connections. When sites are found to be hosting malicious content, we do recommend our partner [redacted], however customers are not required to use our partner and can hire any 3rd party or individual that meets their needs in terms of pricing or otherwise. While we understand Ms. [redacted]' concern that she should not have to pay for a suspended service, please note that our billing system will automatically invoice accounts until cancellation has been processed and also, as we continue to provide space to host the files our services will not be free of charge simply because there is malicious content being hosted. Regardless, as we understood there was trouble using the available options to download a copy of the site, we have generated a full backup for Ms. [redacted] and have also provided a refund of the last payment made. We are sorry to see our long term working relationship end in this way with Ms. [redacted], but we wish her the best of luck with her business at a new host.

We were sorry to hear about the concern that Ms. [redacted] had with the domain renewal.In the initial cancellation request that had been submitted through the on line form it was not noted that the domain was also to be canceled in additional to the hosting package.To resolve this amicable the...

invoice for the domain has been refunded and at this time we have not received any follow up questions or concerns from Ms. [redacted].  If any should arise we ask that Ms. [redacted] please respond back to the recent e-mail communication or contact our management team directly at [email protected] and we will be happy to offer assistance.

Hello,We were sorry to hear about the charge that Ms. [redacted] had brought to our attention.Hostgator absolutely refutes the suggestion that Hostgator is involved in any fraudulent activity of any kind.Unfortunately the information provided did not identify the transaction that Ms. [redacted] is referring...

to.  We have attempted to contact Ms. [redacted] to request additional information to assist with identifying the transaction in question.At this time we have not received any response to our communications and would request that Ms. [redacted] respond back with the requested information to our recent e-mail or contacts our management team at [email protected] and we will be happy to continue to offer assistance.

Hello,We were sorry to hear about the concern with the cancellation of Mr. [redacted]'s hosting package.In reviewing the billing account we did find that the service had cancelled immediately rather than at the next renewal date as expected.  To resolve this with Mr. [redacted] amicable we refunded the...

full invoice that Mr. [redacted] had paid for the December month of service.At this time we have not received any follow up questions or concerns from Mr. [redacted].  If any should arise we ask that Mr. [redacted] please respond back to our recent e-mail communications 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 in regards to notice for the [redacted] renewal when the payment had failed.In speaking with Mr. [redacted] we were able to confirm that his information on file was correct and were able to confirm that one would normally be sent through...

the automated notices but were not able to confirm if it had.  We also confirmed that no additional clients reported any issues with not having received a notice.Our development has updated the system to provide the date in the audit logs when a notice has been sent to ensure that we have this information available for our clients in the future if this concern should come up again.At this time we have provided a credit to Mr. [redacted] as a courtesy for any frustration this has caused and have not received any follow up questions or concerns.  If any should arise we ask that Mr. [redacted] please reply back to our recent e-mail communication or e-mail our management team at [email protected] and we will be happy to offer assistance.

Good Evening,Thanks for the chance to investigate these claims.We've since had a chance to review the reported contacts to our company and would be glad to discuss these reports in more detail. Before proceeding, we must point out that we attempted to contact Mr. [redacted] both over the phone and via...

e-mail and received no response. That said, in regards to the initial contacts to us, we have not found it to be accurate that numerous tickets were placed. There were initially 2 tickets submitted and as they both related to the same inquiry, one was placed on hold to prevent duplicate investigation.Next, we have found that the report that no information was provided is also inaccurate. Although we did not reply within the 2 days given before Mr. [redacted] decided to move the site to a new company, we did complete our investigation and found that the site had been compromised due to outdated applications installed by the customer. When signing up for an account, our customers do agree to our terms of service which state that the security of any scripts installed will be the responsibility of the customer to maintain and keep updated.We are sorry to hear that a party charged $300.00 to facilitate the move to a new hosting provider as this is a service HostGator provides free of charge to our customers moving to us, however we were not contacted to discuss hiring an outside party and will not be responsible for any customer's decision to consult an 3rd party without our involvement.In regards to the claim that we did not accurately handle the cancellation, we have reviewed our records and see that at no time was HostGator consulted with a request to point the domain to a new provider. To explain further, a domain can be either pointed at the registrar level, or within the hosting package's control panel. We have reviewed our logs and calls and do not see that HostGator received a request to handle this in either method, meaning it was likely done by the original consulting firm paid to handle the transition. As the account was intended to be cancelled eventually, the consulting party should have setup these records on the registrar level rather than within a hosting package that was not going to be used any more.Since the domain was pointed to the new hosting company from within the hosting package's control panel, when we processed Mr. [redacted]'s request for cancellation, this meant the records setup within the panel were no longer active. When canceling the package, we received no requests from Mr. [redacted] to see if the site would remain active upon processing the cancellation. Despite what the consulting firm has told Mr. [redacted], it is the responsibility of the customer, the new hosting provider or the customer's admin staff to determine the site will function prior to submitting a cancellation request. It is not a realistic expectation of this consulting firm to believe it would be HostGator's responsibility to go through each cancellation we process and double check with the customer that they know about all DNS records setup in the control panels.Finally on the report that follow-up e-mails were not sent on the recent phone calls, we have found that as the calls all related to the same issue, notes were being added to these tickets rather than a new and separate ticket being opened after each related phone call. There was again a duplicate ticket so the two open tickets were consolidated down to one which did receive a response.While we are sorry to hear Mr. [redacted] spent such a large amount of funds for 3rd party assistance with this situation, we were not consulted as to the costs or party being hired, and as such, HostGator will not be liable for any payments made to outside companies. Regardless of whether or not we were consulted about hiring outside parties, this situation was not caused by HostGator as again we did not make the decision to setup the DNS record inside the hosting panel and it is the responsibility of the customer to ensure their site will work with the new host before requesting cancellation of their HostGator account. If Mr. [redacted] would like to discuss any of these findings further we ask that he please follow up on the contact previously sent and we'll be glad to continue our conversation.

Good Morning,We're always sorry to hear about frustrating experiences receiving support and have taken time to investigate this complaint for a better understanding of the concerns raised. After investigation, we've found that the multiple errors mentioned were not actually seen on the sites,...

meaning the pages were accessible to visitors without error, however the errors reported were from [redacted]'s monitoring service which attempts to crawl the website to index it in [redacted]'s search results. In situations were bots are reporting crawling errors and we do not have access to the customer's [redacted] account, we must rely on the details provided to us. In this particular situation, we responded the day after the ticket was raised, but following our three requests for the full details of the error, we have not heard back on the matter since August 6th. Regardless, we've done the full extent of investigating possible in the absence of the details, and our server monitors have not located any errors from [redacted] bots in our logs from the days/times we were provided, and we have also confirmed that the server remained online. In regards to the frustrating experience with our support team, after review of the call we did find that our initial agent did not correctly understand that this was an issue with [redacted]'s attempts to crawl the site rather than an issue with how [redacted] was ranking the site. As such, in error our agent did recommend SEO services which was incorrect. We appreciate Mr. [redacted] bringing this to our attention and the matter has been reported to their supervisor for further attention.Finally in reference to the request to update the ticket directly in our ticket system and not just by e-mail - our ticket system by default will both update the ticket in our system and also send an e-mail notification. Tickets can be reviewed or responded to by logging in at https://portal.hostgator.com and heading to "Ticket History" under the "Support" section.As per our uptime guarantee, once we've confirmed that the server was online during the time frames provided, this situation would not qualify for a billing adjustment, however we remain dedicated to supporting the issue but will need the full details in order to assist further. We ask that if Mr. [redacted] continues to receive these alerts from [redacted] that he please clicks the "View Details" option and forwards along those reports in response to our previous ticket through the support section of https://portal.hostgator.com or by sending those to our management at [redacted]

Good Afternoon,We always appreciate a chance to review our customers experiencing and in this case, unfortunately we did find that the agent [redacted] spoke with did not accurately explain our policies or how renewals work. We've since had a chance to forward this finding to our agent's supervisor...

so we can spend time working with this employee to ensure they are aware of how to properly explain or renewal procedures. To help clarify the situation, it will help to know that [redacted] has two products with us. One of the two services was a domain name registration. As one would expect, once the auto-renew feature has been disabled on the domain name registration, we will not invoice a customer's account meaning any cards on file will not be charged.That said, we assume [redacted] contacted us because she received notice that an invoice had been generated for renewal. The reason for this notice was that the 2nd product purchased from us was for hosting services. Our hosting packages do not feature an option to click to disable auto-renewal. Instead, if a hosting package is no longer needed, we ask that our customers request cancellation using our form located here [redacted]While our agent did not make it clear that auto-renewal only applies to the domain registrations, our agent did correctly inform [redacted] that in order to cancel the hosting package, that the form mentioned above will need to be submitted. Unfortunately there also seems to be an impression that we report unpaid invoices to credit agencies however this is not the case. Also, the complaint mentions that [redacted] has requested cancellation previously. We have no record of this request so we've attempted to discuss this situation further with [redacted] but our calls and e-mails have not been answered. At this time we will need [redacted]'s confirmation on the cancellation request via phone or in response to our e-mails to ensure that the Revdex.com complainant is the actual account owner. Alternatively the cancellation form can be submitted as well. If [redacted] did not receive our call or e-mails, we ask that she please contact our management at [email protected] and we'll be glad to finalize the request with her.

[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 appreciate extending the refund to me based on the circumstances, however I would like to point out that the ticket was created because I asked a couple times to escalate to the manager, the agent failed to offer the ticket as an option and was adamant on refusing the refund and leaving the matter as is.Once more thank you for your support in this matter.

Good Afternoon,Unfortunately the most recent rejection seems to have misunderstood our last reply in that there seems to be an impression we would continue to be sending the password in plain text under our new development project. Upon review of our response, this was not the case. As indicated in our last response, we have stated a new system will be put into place "instead" of the current system. As such, at this time we must continue to reject [redacted] assumptions that we are not understanding his concerns and also must reject his assumptions that messages sent to [redacted] are not read and reviewed by our management as this is certainly not the case. We place a large emphasis on not only reviewing but also tracking all contact made through this address and while there might have been an initial misunderstanding of the complaint, after the follow up response we have confirmed that our agent did fully acknowledge the concerns made through this address and reported it to management as was indicated to [redacted]. At this time we have confirmed once again that plans were previously in place to move away from the system so if there are any new concerns we can address, we ask that [redacted] continues to contact us directly through our previous e-mail thread.

Greetings,Although we're sorry to hear Mr. [redacted] feels as though we are putting an unjust burden on him, this is not the case. Please understand it is not within the capacity of HostGator to determine if there are additional business partners, a spouse or additional children involved with the estate, nor can we determine whether or not there was a will involved. Regardless of whether or not there was a will, it will be the responsibility of a court of [redacted] to determine who will be the rightful inheritor of the account and this discretion will not fall on HostGator. We apologize once more that Mr. [redacted] was told alternative documentation would be accepted, however our agent acted against our policy and has been dealt with internally to ensure this does not occur again. That said, we must once again state that we will be unable to accept any documentation other than a court order indicating Mr. [redacted] is to inherit the account.

Hello,We were sorry to hear that the hosting service [redacted] purchased did not meet her needs.Our hosting packages as stated in the Terms Of Service that was agreed to at the time of purchase offer a 45 day money back guarantee.  Packages that are cancelled after the 45 days would close at the...

end of the billing cycle.  Our Terms of Service can be reviewed at https://www.hostgator.com/tos[redacted] has been a valued client since 2013.  To resolve this amicable we have submitted a prorated refund request for the hosting package in question.  Unfortunately due to the age of the purchase the refund could not be returned to the funding source and we have asked [redacted] for direction on how she would like the refund sent.At this time we ask that [redacted] please reply to the recent e-mail communication with how she would like to proceed with the refund along with any questions that she may have and we will be happy to offer assistance.

We were sorry to hear about Mr. Wilmas experience with the new hosting package and that it did not meet his or his clients needs.  We were also disappointed to hear about the interaction with live support and have forwarded that information to have the call reviewed.The hosting package in...

question has been canceled and as provided in the 45 day money back guarantee a full refund was issued.  At this time we have not received any follow up concerns or questions from Mr. Wilmas.  If any should arise we ask that Mr. Wilmas 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.

With all due respect to Mr. [redacted], here is how I remember our encounter…  On 4/21/2017 at approximately 6:30 p.m., I received a ping from HomeAdvisor.  Before I could call Mr. [redacted] myself, he called me.  He told me he had a septic tank that needed to be pumped, and that none of...

his bathroom toilets were flushing.  He gave me his address, and I arrived within an hour.  When I got to the property, I parked my truck and was greeted out front by Mr. [redacted].  He told me he had gotten my name from HomeAdvisor, and commented on my large number of positive reviews posted on their website.  I was escorted to the septic tank in the back yard.  Mr. [redacted] had removed the safety screws from the lid before I arrived, so I lifted the lid to inspect the tank.  I noticed that the liquid was at normal operating level, and that the top crust layer was only four inches thick.  This indicated that there was likely a plugged inlet baffle, which I confirmed with an inspection mirror.  At that time, I told Mr. [redacted] what I believed to be his best options… 1) pumping the tank to hopefully relieve the pressure allowing the blockage in the baffle to release, or 2) digging down to the inlet baffle opening of the septic tank to push the plug through manually.  Mr. [redacted] opted to have the septic tank pumped, and crossed his fingers hoping it would resolve the issue.  While I was pumping the tank, Mr. [redacted] gave me the rundown of his situation.  He started by telling me about his negative experience (four years prior) with another septic company that had completed the septic inspection when he first purchased his house, which he was obviously still irritated about.  He then told me that his family had been using a bucket as a toilet, and that he had rented a snake, and had been working on trying to unplug his pipes all day.  He seemed frustrated.  I told him I was sorry to hear that, and that I could definitely help him out.  I told him it was too bad he hadn’t called earlier, and saved himself a day of stress. I emptied the septic tank, but the clog did not break loose.  Mr. [redacted] then asked me what I would do next.  I explained exactly, step by step, how to clear his inlet baffle, which I had also told him previously.  Mr. [redacted] told me once again that he had rented a snake.  In the nicest possible way, I informed him that using a snake from the inside of the house (after removing the toilet), and running it 50+ feet into a sewage filled pipe, and then pulling it back out was not only extremely messy, but was definitely the hard way of trying to fix his issue.  Fixing it from the outside of the house by digging down to the clogged inlet baffle and pushing it through to the septic tank would be much easier and cleaner.  This seemed to confuse Mr. [redacted], as he kept asking questions over and over about how he could fix the problem, and I kept telling him again and again, step by step, but he just wasn’t getting what I was saying.  I would say one thing, and he would either respond with “Yeah, I know,” or he would repeat back to me something completely different than what I had just told him.At that point, I was getting frustrated, and my spidey senses started going off.  I took a deep breath and tried to think of another way to explain what I was trying to say.  As I was looking at him, I noticed Mr. [redacted] was avoiding eye contact with me, and he was swaying back and forth.  It occurred to me that he might be intoxicated.  I leaned in to Mr. [redacted] and asked him quietly if he’d been drinking.  I wasn't judging, I was just trying to understand why he was having such a hard time understanding me.  He told me that he had been drinking, but that it was none of my business.  I asked him if his wife was available for me to explain the fix to, and he shrugged me off and told me she was on pain pills.  He then told me how rude I was acting, and how I needed to improve my customer service skills.  I apologized repeatedly, and tried to explain that I just wanted to be able to pass on the information about how to fix his issue, since I got the impression that he wanted to attempt to fix it himself, rather than having me do it for him.   At that point, his attitude completely changed.  He became aggressive and combative, and he started in with a long barrage of insults and belittling comments about me, my customer service skills, and the work that I do.  I was wearing a fire department shirt at the time, so he was making rude comments about Firefighters as well.  Pretty much anything he could think of to get a rise out of me, including how he would be going online after I left to post a negative review about me.  I apologized, and started cleaning up and putting away my tools and hoses while I waited for Mr. [redacted] to write out a check for the tank pump.  I handed him my invoice, and he had me give it to his wife to sign.  I gave his wife a copy of the signed invoice, apologized again for offending him, and headed to my truck out front.When I reached the door of my pumper truck, with my back turned to him, Mr. [redacted] came up from behind, shoved me into my truck, and told me to get off his property.  I turned to face him, and he put his hands on me again.  I defended myself to stop any further physical threat.  As I was getting into my truck, Mr. [redacted] tried to turn off the battery switch located on the side of my truck.  When that didn’t work, he reached into my cab, grabbed my key out of the ignition (causing it to bend in half), and told me I wasn’t going anywhere.  I told him to get away from me, and that I was calling the police.  Mr. [redacted] and two women stood in front of my truck so that I couldn’t leave, and continued yelling that I wasn’t going anywhere.  I called the police to report the incident, and waited in the cab of my pumper truck for them to arrive.  The police arrived and took my statement.  They retrieved my bent key from Mr. [redacted], gave me a business card with a case number, and said they would stay on the scene until I was able to leave safely.  Fortunately I had a spare key in my truck, since the bent one was no longer usable.Since the day I started this business back in 2003, I have been committed to being honest, and to doing the best possible job I can for my customers.  I have discovered over the years that it’s not always possible to please everyone, and that sometimes, despite my best intentions, things just go sideways.  This was definitely one of those times.  I sincerely regret it, and in hindsight, I really wish I would not have answered the phone that night.I have an excellent rating with both the Revdex.com and HomeAdvisor, and I have thousands of happy customers.  It’s unfortunate that Mr. [redacted] will not be one of them.