American Septic Company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The discount I received was a sale price available to any member of the public Hostgator is saying that because I received a discount they will do nothing However Hostagator fails to realize that the other customers who received the same discount did not get defrauded by Hostagator sales representatives Regards,

[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 refund was completed as of June 9, Matter has been resolved

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

We were sorry to hear about the confusion in regards to an upgrade request that Mr [redacted] ' had with his hosting package.The pricing on the Website reflects the pricing for a new package and is only valid on the first invoice of that purchase and would not be valid for an upgrade to an existing hosting package The sales agent that was offering assistance with the upgrade did immediately have a refund request submitted and canceled the upgrade Although the refund request was immediately submitted Hostgator does not set the policies of the financial institutions involved in a credit card transaction or the time frame that a refund is completed through the financial institutions that provides those services.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 the recent e-mail communication or contact our management team directly 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 informationOur 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 recordContrary to Mr [redacted] 's claim, these tickets are also available for the customer to review within their billing accountAdditionally, with every live chat we provide our customers with a chance to receive a copy of the transcriptWe 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 reportsAgain, he has rejected this response and has still been unable to support his reportsWhen 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 previouslyAt this time the complaint has been resolved as the desired settlement has been provided

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, 6: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 Afternoon,We've since had a chance to review this complaint, however we were unable to verify the claims that a refund was promised or even requested on this accountA service was purchased in November and delivered by us, however we have found no e-mail or phone logs that match the report mentioning a requested refundSince we were unable to verify these claims, we called Levi to discuss the matter more directlyAfter confirming that it is was a good time to speak about the complaint, unfortunately once we stated that we have no records that match these reports, the call was terminated and we were hung up on.As the matter stands currently, we were requested a service which was provided, and we have seen no evidence that a cancellation or refund had ever been requestedIf Levi decides she has time to speak with our staff, our management would be glad to hear more at [redacted] at which point we'd be happy to take another look

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 networkAs 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 pagesAlthough 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 experienceHaving 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

Hello,We were sorry to hear about Mr [redacted] 's concern with a refund that had been submitted through the payment processor on 09/08/to be refunded back to the Credit Card the payment had been made from.It appears that Mr [redacted] has more than one billing account and was having some difficulties in verifying the account that the payment was in regards to which did cause some confusion and also limited the amount of information that can be provided to the person that is contacting our support team.The payment processor that the card was processed through requires a manual process in order to submit the refund request This results in the requests for those refunds to take some extra time to get them processed for our clients Once the refund is processed it usually takes to business days for those funds to be reflected back to the funding source.At this time we have worked to clarify the situation with Mr [redacted] and provided the information in regards to the refund and when it was processed We have not received any follow up questions or concerns If any should arise that we can assist with we ask that Mr [redacted] please respond to the recent email communication or contacts our management team at [email protected] and we will be happy to continue our conversation

Good Afternoon,We've since had a chance to review this situation and have found that after originally purchasing a VPS package with our company, that [redacted] requested to have cPanel installed onto the VPSThe best way to accomplish this is to order a new VPS with cPanel included, so once the new VPS was added to the account, we followed up to confirm that the work was done and also asked that he please request cancellation of the first VPS package once he had confirmed there was no sensitive data that would be lost.Unfortunately we never heard back on that e-mail and have since attempted to call [redacted] twice and also reached out via e-mail but have not heard backAt this time we have gone ahead and credited the account for the payment in question in order to have this apply to his remaining active package and have setup a direct line of communication back to our management if a refund would be preferred over the creditWe hope this fully resolves the situation but if our e-mails were missed for any reason, our management can be contacted via [redacted] where we'll be more than happy to assist

Good Morning,At this time we have gone back and forth with Mr [redacted] multiple times and still have received no clarification on any remaining issues with his accountAt this time his request for a refund will continue to be denied until he is willing to fully disclose any unresolved technical issues with his accountIf he would prefer to cancel his account to avoid further charges, this request may be submitted here : https://hostgator.com/cancel

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 requestIn 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

Good Afternoon,We were sorry to hear that a service was active that was not needed however after review of the matter, we have found no evidence that cancellation was ever requestedWe have found that there was an original hosting package active from December till January Next, in February of a new package was purchasedWe require all cancellation requests to be submitted via our form located at https://hostgator.com/cancel and do not see any such requests until last week at which point the account was canceled and the most recent payment refundedIf any evidence of a request to cancel can be provided, we will gladly take a look at that information and investigate further as needed

Good Afternoon,Thank you for bringing the matter to our attention I’d like to first and foremost offer our apologies with the trouble and confusion that occurred as you attempted to have this corrected and your refund issued, but it’s good to see that it was ultimately resolved in [redacted] Reviewing the open tickets it appears that a cancellation request was likely never processed after the server was setup, which we apologize for.We’ll certainly be going back to review the communications you had with our staff in an effort to correct any errors made on our part, but I’m happy to see our loyalty team did eventually work through the details and get you refunded Due to the trouble and delay with the refund I’ve also credited your account for an additional month’s service when the time comes to renew the server next year We do certainly care for our customers, so it’s the least we can do given the headaches you’ve experienced just trying to get your money back If you have any further questions or concerns please feel free to let us know directly via [email protected] and we’ll be more then happy to assist you!Best Regards,Joshua [redacted] Director of Customer EngagementHostgator.com

Hello,We were sorry to hear about the concern that Mr [redacted] had in regards to a dedicated IP.In reviewing Mr***'s account and hosting package we were not able to locate a cancellation request for the dedicated IP and cancelling another service or product such as a domain would not cancel the dedicated IP with out that request also being submittedThese products would not be inclusive to each other nor would our agents be able to cancel a service without the clients express permission.Mr [redacted] has been a valued client since Although addon services such as a dedicated IP would not normally be eligible for a refund in order to resolve this amicable a credit in the amount of $has been placed on Mr***'s hosting account.Mr [redacted] has confirmed agreement to the credit and we have not received any additional questions or concerns If any should arise we ask that Mr [redacted] please reply back to the recent e-mail communication or e-mail our management team at [email protected] and we will be happy to offer assistance

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11863943, and find that this resolution would be satisfactory to me

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 situationThat 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 registrationsDuring the call mentioned in February, our agent assisted Ms [redacted] in submitting a cancellation request for the hosting packageOnce 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 renewedDuring 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 invoicesWe'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 usedWe've also confirmed that all services are canceled and all credit card information has been removed, meaning there is no chance for further chargesWe 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]

Greetings,In regards to this complaint, unfortunately there seems to be an impression that we have guaranteed a time frame for our migrationsTo clarify, our migrations are considered a courtesy service and we make no guarantees on how long this process may takeThis information was agreed to when the account was purchased, and the information was also stated on the migration request form which was filed out by Mr***http://hostgator.com/tos=======================================TransfersOur Transfers Team will make every effort to help you move your website to usTransfers are provided as a courtesy serviceWe do not make any guarantees regarding the availability, possibility, or time required to complete an account transferEach hosting company is configured differently, and some hosting platforms save data in an incompatible or proprietary format, which may make it extremely difficult, if not impossible, to migrate some or all account dataIn some cases we may not be able to assist you in a transfer of data from an old hostThe free transfer service is available for thirty (30) days from your sign up dateTransfers outside of the thirty (30) day period will incur a charge; please contact a member of our Transfers department to receive a price quoteIn no event shall HostGator be held liable for any lost or missing data or files resulting from a transfer to or from HostGatorYou are solely responsible for backing up your data in all circumstances=======================================While we certainly always want migrations to be completed as soon as possible, considering that we did not guarantee Mr [redacted] a time frame on when the migration would be complete, we are not under any obligation to pay for the original service with a 3rd party providerWe have since contacted Mr [redacted] and let him know that while we would be happy to escalate the migration request for immediate assistance, we would not be responsible for his payments to another companyThis offer was refused and instead a full refund was requested which has since been providedIf there are any remaining concerns we can address about migration time frames not being guaranteed, we ask that Mr [redacted] please reply back to our current e-mail thread or contact our management directly at [email protected]

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 renewThe 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 Billing and Payment InformationBAutorenewal 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 renewalIf 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]

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 This letter responds to HostGator's 12-6-reply submitted by Jonathan H.Customer, [redacted] ***, provides brief timeline of events regarding HostGator account to contend that continuing webhosting services has been sought and was sought before and during filing of customer service complaint with Revdex.comThe timeline is as follows:On September 28, 2015, HostGator sends billing invoice (for month of October, 2015) to same e-mail address on file with HostGator since sign up of shared Baby plan account on July 4, 2012.On October 29, 2015, HostGator sends billing invoive (for month of November, 2015) to same e-mail address on file with HostGator since sign up of shared Baby plan account on July 4, 2012.On October 31, 2015, I tried to login to customer portal via "created, old" password used for login attempts in November, I required password reset feature to be activated and established new password that worked on first attempt on October 31, After login to customer's account via new password, I noticed billing charges on account that were unknown to meand submit billing inquiry ticket [redacted] that was created on October 31, @ ~1:am.Under HostGator's TOS, customer has ninety (90) days to question invoice or billing charge(s)Whether one considers September 28, or October 29, billing invoice, customer submitted timely invoice dispute to HostGator via [redacted] .On November 10, 2015, Hayley Fas billing administrator follows up on ticket [redacted] stating customer may cancel account by submitting written request to HostGatorI am not sure if Hayley Fand Jonathan Hwork at the same location or department for HostGator, but I did inform HostGator of invoicing and webhosting issues.On November 12, 2015, I submitted reply (sent via [email protected]) informing HostGator that "full webhosting fees shall be paid for online (or public access or WWW) feature of website, but not for periods of being offline." Customer has been willing to pay monthly fees for complete webhosting services.On November 17, 2015, I submitted Revdex.com complaint regarding billing/customer service issues that will not be reiterated herein.On November 28, 2015, HostGator submits billing invoice (for month of December, 2015) during pendency of Revdex.com proceedings.The above sequence of events indicate or imply that HostGator has sent billing invoices to me for monthly fees to continue webhosting services under shared Baby planI am sure HostGator would have been content if billing charges were cleared by me without any objections or questionsMoreover, as I stated before, I have never requested cancellation of my account or webhosting services at any time since opening of account on July 4, including months of November, 2014, September, 2015, October, 2015, and November, that would requires (per TOS) confirmation by two-step process on part of both customer and HostGator.Hence, by the conduct of HostGator and customer, there is and would be continuing agreement for monthly webhosting services for customer's website Sincerely, [redacted] A