American Septic Company

Hello,We were sorry to hear that the hosting did not work out for [redacted] Our shared hosting plans include a 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 $ 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

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]

With all due respect to Mr [redacted] , here is how I remember our encounter On 4/21/at approximately 6: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 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 stressI 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

Good Afternoon,We've since had a chance to review this situation and have found that although two calls were made, each call lasted minutes rather than the hours reported in the complaintRegardless, 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 usThe breakdown of the products purchased was four domain registrations as well as one hosting packageDuring 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 namesThe issue there is that the domain names had actually already been invoiced for renewal so it was too late to disable auto-renewalWe 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 entirelyUnfortunately a reply was never received confirming cancellation so once the due date for the invoices was hit, the card on file was automatically chargedWhile the charge was unfortunate, our refund was forthcoming on the full $paid towards renewal, rather than the $mentioned in this complaintA refund was initiated on the same day as we were contacted about the charges which was also the same day this complaint was filedWe 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

Greetings,Thank you very much for reaching out to us on this matter and we regret to hear about the issues with the delay in our verification proceduresAt this time we have extended your hosting package renewal date by a week due to the delays with this processThe renewal date was 07/26/and we have extended that to be 08/02/since the start date can not be adjusted.The agent that was discussing this issue through our support did not have the authority to make the adjustments that were requestedWe have also sent you a follow up to this matter via our ticket systemThis ticket has been assigned to the customer service management team and can be used as a means of direct communication with us if you have any further feedback or concerns for us

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

Hostgator's billing system works directly with the payment processor and all information that is available from the payment processor was provided directly to Ms [redacted] in the direct e-mail communication For security the payment processor uses a transaction ID which identifies the transaction and does not store the full credit card numberIn trying to assist Ms [redacted] the transaction ID was included in the e-mail communication.Ms [redacted] is fully verified for the account in question and all information that is available in regards to the credit card transaction has been provided including all time stamps for the transaction in question Unfortunately the full credit card number that was used in the transaction in question is not available

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, Host Gator's characterization of the case is not what the Host Gator rep last told me over the phone when we spoke.Host Gator's rep said he saw an enormous amount of emails (incoming) to me at [redacted] that were not being delivered because my email was deemed spam as a result of the IP address.Host Gator has these records of bounced emails that never made it to me at [redacted] but has never given them to meThe IP address at HostGator for its customers has nothing to do with me and everything to do with Host Gator.Turn over the information on the data related to my incoming emails not delivered as confirmed by the Host Gator rep I spoke with the last time I calledI am entitled to see all incoming emails (or attempts thereto) related to the websites I host at Host Gator.Respectfully, [redacted] ***

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

Hello,We were sorry to hear about Mr***'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 hour supportIntroductory prices apply to the first termMoney-back guarantee applies to hosting and domain privacyAll plans and products automatically renew for the same term length at regular rates, which will be available in your control panelUnless you request a change or cancellation, the payment method provided today will be used for renewals.After reviewing Mr***'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***'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

Hello,We were sorry to hear that the hosting package did not meet Mr [redacted] 's needs.Hostgator offers a 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,First and foremost, here at HostGator we certainly appreciate the long term use of services and we were sorry to hear of the troubles over the last yearThat said, after review of the situation, we see that Mr [redacted] originally had purchased a service for use of [redacted] on a [redacted] serverUnfortunately [redacted] reached end of life support several years ago and was no longer being maintained, so we did need to move our customers off of this platform and onto one that could be maintained in the long run.At this point we contacted Mr [redacted] and let him know that if he no longer needed [redacted] ***, then we could keep him on a [redacted] server and prevent moving him to a new (Windows) platformWe received no response at that time so we continued with the migration in order to keep his sites onlineFollowing our migration we sent information and steps on testing out all content to make sure that it was working but again, we received no word back indicating any issues.Over the next two months we received sporadic reports of minor issues, which are not uncommon when moving across platformsAfter our assistance with those reports, we provided two months of service free of charge to help with the transitionFollowing the credit on the account, we did receive report of unrelated issues from time to time, however these were multiple months apart and the last report was over months agoAs such, we have not found any evidence that would indicate a refund of months of service would be owed for the occasional issue resulting in a platform change which could have been avoided had we been informed that the move was not needed.In regards to the time frame for our migrations, our migrations are a courtesy service and we are upfront on both our transfer request form as well as in our terms of service that we make no guarantees on the time frame needed to complete these requestsWe are sorry to see that this has caused Mr [redacted] to cancel all services with us but we do appreciate his years of patronage and wish him the best of luck with his new host

We were sorry about the concern that Mr [redacted] had in regards to his purchase of a Hosting package.In reviewing the information provided by Mr [redacted] the offer to create a website was not made by a salesperson in the employment of Hostgator or a representative of Hostgator and there was no representation that Hostgator would be building or providing a Website for Mr [redacted] The person does appear to be enrolled in our affiliate program which we have asked our affiliate team to review the affiliate account in question and ensure that they have not breached the terms of service for that program.The information that was provided by Mr [redacted] did indicate that there may have been an agreement between that person and himself and although the other party may be an affiliate any agreement would be between that person and Mr [redacted] and Hostgator would not be a party to it.We were open to discussing a refund of the service and Mr [redacted] has indicated that he would like to keep the hosting package that was purchased If Mr [redacted] has any additional questions we ask that he please respond back to our recent e-mail communication and we will be happy to continue the discussion

Good Afternoon,We've since had a chance to investigate this report and contrary to the complaint, HostGator has taken no action against this server as the server was not actually offlineWe have reviewed the logs of the server and have found that content was removed by the [redacted] that *** [redacted] has used to contact us fromWe have these logs available and have provided them to [redacted] however we are not able to restore this content unless we can be provided with a backup of the content that was deletedAdditionally, all customers with dedicated servers do agree to keep full backups in the event of emergencies such as this : https://hostgator.com/tos ========================== Dedicated Servers HostGator reserves the right to reset the password on a dedicated server if the password on file is not current so that we may do security audits as required by our datacenterIt is your responsibility to ensure that there is a valid email address and current root password on file for your dedicated server to prevent downtime from forced [redacted] HostGator reserves the right to audit servers as needed and to perform administrative actions at the request of our datacenter Dedicated servers are NOT backed up by [redacted] It is your responsibility to maintain [redacted] Dedicated servers that have invoices outstanding for more than ten (10) days may be subject to deletion which will result in the loss of all data on the serverHostGator will not be liable for any loss of data resulting from such deletion ==========================In regards to the live [redacted] we have also reviewed all of the recent live [redacted] conversations and have not found any instance where the [redacted] took hours as reportedWe do apologize if the deletion of content was accidental, however our logs are conclusive that this was not a HostGator staff member and was performed by an [redacted] out of [redacted] which [redacted] had used to contact us previouslyWe have contacted [redacted] to go over this information so if she does have any backups available, we would be glad to work on restoring those [redacted] If any backups are found, we ask that she please uses our recent e-mail conversation to alert us and we'll be glad to help in any way we can

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 serverWe found no evidence that traffic was ever restricted and review of the reported troubles found that the server was maxing out its available resourcesAs 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 selectedOur 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 filedWe did then receive the [redacted] address Mr [redacted] wished to receive the funds to, and the refund has been sentIf 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,Thank you very much for reaching back out to us on this matter.Unfortunately the account is not eligible for a refund from During [redacted] when discussing the cancellation of the account instructions were provided in the last reply to the ticket on 08/18/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 ticketWhen 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 outThe follow is what is stated on our order page before the check out"Qualified packages include instant activation and hour supportIntroductory prices apply to the first termMoney-back guarantee applies to hosting and domain privacyAll plans and products automatically renew for the same term length at regular rates, which will be available in your control panelUnless 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/and then the cancellation was processed immediately and the previous payment was refunded in fullPlease feel free to use [redacted] if you have any further concerns

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 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,We've now had a chance to review these concerns but unfortunately there is some incomplete information that we must addressIn 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 attemptedOnce we were informed that this was not working for [redacted] , we resent the original welcome e-mail that includes the billing passwordAfter 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 optionAfter 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 days agoIn regards to the notices on suspension, we sent notices informing that the account would be suspended for non-payment three timesThe first notice was sent on the due date of the invoiceThe next notice was sent days after the due date, then one final notice was sent days after the due date stating we would be suspending the account the following dayIf 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 requestedWe 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 serviceWe must also point out that we do not report to creditors so there is no need for concern on the unpaid invoicesIf 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

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 [My Whole business and family suffer due to your poor server support and server hardware As i've told you earlier that plus business [redacted] was on my serverAnd all of the [redacted] stop working not only meWho will bear for those [redacted] As whole my clients family suffer due to your serverTheir business is in great loss] So I need the refund for whole business those suffered due to your poor sever [redacted]

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