American Septic Company

Good Morning,To begin we'd like to offer our apologies for any trouble unsubscribing from our mailing listAfter investigation we did find that there were reports of trouble with this option and also found that a few manual removal requests had been receivedWe've since made sure that the address " [redacted] @ [redacted] .com" has been fully removed from our list and we've also forwarded along this report to our mailing list provider to determine why the unsubscribe option might have failedIn regards to the phone call mentioned, we have been in contact with Ms [redacted] but have only found phone call from the numbers we've been providedDuring this call there was no discussion over the mailing list and the quote in the previous response does not match the conversationWe've also inquired as to where there was any rudeness from our agents but again unfortunately have not been given any clear details on this concern and have found that the majority of interactions were rated positively on a 1-scale by Ms [redacted] If we can be of any additional assistance with the mailing list or if any other details come to mind that we can use to investigate, we ask that Ms [redacted] please reply back to our current e-mail or contact our management directly at [redacted] @ [redacted] .com

Greetings,We've now had a chance to review the communication made in relation to this account but have not found that cancellation was requested in October as reportedPlease note that while there may have been assistance offered with pointing a domain name to another provider, we will not terminate any contracts until a cancellation request has been submitted as this would mean the permanent deletion of all content on the accountWe will not make assumptions about a customer's need for their data, and our customers agree to our terms of service which state that cancellation requests must be submitted via our cancellation request form once the content is no longer neededAdditionally, while months of refunds have been requested, there were only only months of payments made in October, November and December prior to the cancellation request in January, so it is unclear why months of refunds have been requestedWe were also disappointed to see these accusations about our staff maliciously modifying any of Ms [redacted] 's content as she has thus far been unable to furnish any evidence of such actionsFrom review of the conversations we have under the e-mail address on file, we have addressed each instance where a scan of the account was requested and at those points found no evidence of compromised or malicious contentWe've reached out to Ms [redacted] to provide us with clarification on any evidence she has on these concerns but have so far not heard backRegardless of these allegations, we are willing to discuss providing a refund for the unused time on the account even though our terms of service were not followed in regards to submitting a cancellation requestThat said, as the payments in question are nearly 7-months old, the credit card payments can no longer be directly reversed, meaning an alternative method will need to be discussed.We ask that Ms [redacted] please provide the evidence requested in response to our recent correspondence or contact our management directly at [redacted] @hostgator.com for further investigation and discussion

[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,Thank you for contacting us and for giving us an opportunity to resolve this issueWe have reviewed the issue and Mr [redacted] 's account We have determined that he was not pleased with a quote that he received to migrate and combine two accounts on our server.Typically speaking this kind of account merge and migration would come with a fee associated with it, but we do feel that our Staff member could have done a better job setting the the expectation regarding potential fees for this type of service.That being said, we did attempt to call Mr [redacted] twice and had left him a voice mail indicating we would reach out to him via emailWe at this time have waived any fee's associated with the migration and account merge that Mr [redacted] is requesting.If we can provide any further assistance or clarifying details, please let us knowWe look forward to hearing from you, and thank you again for reaching out to us

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

[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 10885205, and find that this resolution would be satisfactory to me

Good Afternoon,While we certainly always want our tickets handled as quickly as possible, our migrations are offered as a courtesy service and a time frame is not guaranteedThis information is available both within our terms of service as well as on the migration form used to request the transferAs such, when we do receive large amounts of migration requests after running sales, these requests unfortunately get delayed as we work through the transfers in the order they were requested.In regards to the report that no support tickets were answered, we've found that there were tickets submitted The first ticket was a migration request and an additional ticket was submitted asking for us to complete the migrationAs that was considered a duplicate request, it was placed on holdThe third ticket was to request assistance with an error on the account however an update was sent by [redacted] stating that the issue was resolved so this ticket was also placed on holdTo summarize, this means that there was only a single actionable support request which our migrations team did respond to but unfortunately this was delayed more than we would wish.We understand that [redacted] was hoping to get the migration done as quickly as possible as the hosting package at the original host was expiring and would require payment for renewalWe apologize that we were unable to make that deadline for [redacted] but as requested, we have canceled the account and provided a full refundIf our services are ever tried again, we wanted to point out that [email protected] is available to request escalation on urgent matters or deadlines.If there are any issues with the refund or additional questions we can assist with, we ask that [redacted] please replies back to our recent e-mail or contacts our management at [email protected] and we'll be happy to help

Revdex.com: This letter is to inform you that HostGator.com, L.L.Chas carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/17/and assigned ID [redacted] Regards,

Good Afternoon, We were sorry to hear of the trouble canceling this account, however after review of the account we do see that the domain name has similarities to the e-mail address we were contacted on and we did find that the account had received traffic/visitorsAlthough we also found that the billing address matched what we were provided on the complaint, we understand that the account was no longer necessary and that Mr [redacted] did not authorize anyone to setup this account on his behalf and have therefore refunded the most recent two payments madeWe were also sorry to hear that there was trouble reaching a representative over the phone, however we must clarify that we do answer every call we receiveIn this case it looks like the call lasted for about minutes and while we definitely strive to answer each call quicker than this, at times our waits can fluctuateRegardless, we have now refunded the recent payments and removed the card so it will not be charged moving forward.If we can be of any further assistance with this account, our management can be reached via [email protected] where we'll be happy to help

Good Evening,First and foremost we'd like to offer our apologies for the trouble reported in this complaintTo provide more information, here at HostGator we do routinely update our firewalls to ensure that our customers are protected against malicious activity Unfortunately in these two cases, following our firewall update, we did find that some of our settings had been knocked out which caused issue with outbound e-mail.Following the two updates we did make sure to restore access to the outbound ports necessary for Mr [redacted] 's e-mails, and have taken steps to ensure that these updates are more carefully reviewed and tested following the changesAt this time we have been in direct contact with Mr [redacted] and have worked out a resolution to the matter that is satisfactory to both parties as Mr [redacted] was actually considering an upgrade to a level of hosting where he will have more control over certain featuresWe've completed the provisioning of the new service and have scheduled a few more contacts with Mr [redacted] to ensure that this process goes smoothly for him and his clients.We are in direct communication with Mr [redacted] and have provided him with a method to get back in touch with us if any issues arise during this upgrade, so if we can be of any additional assistance we ask that he please use that contact to alert our management

We were sorry to hear about the concern that MsAnderson had with the Sitelock Service.With the purchase of Sitelock an email is sent to the email address that is associated with the account providing direction on the steps to setup the service that was purchased as outlined in the following link:http://support.hostgator.com/articles/welcome-to-sitelock-an-introduction-t...⇄ stated in the Terms of Service that is agreed to at the time that hosting is purchased addon services are not eligible for a refund However MrAnderson has been a valued client with Hostgator and to resolve this amicably a credit was provided.At this time we have not received any follow up questions or concerns from MsAnderson If any should arise that we can assist with we ask that MsAnderson please respond back to the recent e-mail communication or contacts our management team at [redacted] and we will be happy to continue to offer assistance

Hello,We were sorry to hear about the concern Mr [redacted] had in regards to his billing.In reviewing Mr***'s tickets and account we did not find that we had received a request to cancel the hosting service in question as clarified in the Terms Of Service which can be reviewed at https://www.hostgator.com/tos and must be accepted before services are provided In addition on the order page when signing up for service the following statement is provided: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.Mr [redacted] is a valued client and in reviewing the hosting package in question we found that the use of the package had dropped off recently To resolve this amicable we have provided Mr [redacted] a credit to his account for the time that the hosting package was not being utilized as agreed by Mr***.At this time the Credit has been applied to Mr***'s account and we have not received any follow up questions or concerns If any should arise we ask that Mr [redacted] please respond to our 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 [redacted] , and find that this resolution would be satisfactory to meManagement has been an immense help to me, and very fast to respondI 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 themThe individual I was working with was very thorough in their evaluation of my problem being completely resolvedAnd 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 endI 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 operatesI misunderstood my problem, because I was given bad information by CSR's; not because Hostgator's business practices are shadyAnd I'm beyond grateful for the amazing assistance I received with regard to this complaint

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 [redacted] , the Host Gator representative, did a great job of listening to my concerns, and providing the much-needed clarity and explanationThank you, [redacted]

Good Afternoon,We are sorry to hear Mr [redacted] has had a frustrating time canceling his accounts, however after review of our records, we have not found all information in this complaint to be accurateTo provide background information, Mr [redacted] had separate hosting accounts all opened under separate e-mail addresses which were not linkedAs per our terms of service, our customers agree to submit a cancellation request through our request form ( https://hostgator.com/cancel ) for each account opened.We have found no communications from Mr [redacted] that mention canceling additional accounts, nor did we receive a request to search for additional accounts using his contact informationWe have spoken with Mr [redacted] over the phone to request more information on this claim, but unfortunately he was unwilling to provide any evidence to support these reportsAdditionally, the price increase reported was due to the fact that we provide an initial discount on new packages which will then renew at the full price once the initial billing cycle has endedThis information is available upon checkout and also within our terms of service.At this time we have fully canceled all hosting accounts associated with Mr [redacted] and have confirmed with him over the phone that no accounts were opened using alternative contact informationWe have also refunded the most recent payment in full as the account was being canceled, however this was not a fraudulent charge as the account had not been requested to be canceled before the payment was processed.If we can be of any further assistance with this matter, we have provided Mr [redacted] contact to get back in touch with our management directly

[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 sorry my cell phone is out of minutes and the matter was resolved successfully thank you for your help

Good Afternoon,We were certainly sorry to hear the checkout price was not what was indicated and after further investigation, see that a temporary sale was being run at the time of checkoutWe've attempted to review our logs to determine if the discount coupon was incorrectly applied or if it was possibly accidentally removed but unfortuantely this was inconclusive so we've attempted to search for any other reports of this issue but so far have not found any additional examples from other customers.To correct this situation, we've contacted Ms [redacted] and have provided a credit on the account slightly higher than the difference in cost mentioned on the complaint and have received her confirmation that this is a satisfactory resolutionThat said, if we can be of any further assistance with this issue or her account, we ask that she please use the direct line of communication we have provided or ask that she please contact our management at [email protected]

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 raisedAfter 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 resultsIn 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 usIn 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 6thRegardless, 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 onlineIn 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 siteAs such, in error our agent did recommend SEO services which was incorrectWe 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 notificationTickets 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 furtherWe 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]

Revdex.com: I just find that going back and forth for a month with hostgator providing paperwork and getting advised to give the wrong paperwork now they expect me to get a court order to take control of my brothers account is asking a bit muchI have already stated there is no court or ***yer involved in my brothers willI feel the documentation I have provided should be enough already to put my brothers account into my name 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, [redacted] ***

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.