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 Wow - Hostgator is an incredibly delusional companyWhat they are saying is wrongIf they were serious about solving this, they would have called meThey never haveI do not know what verification email they are talking about, since they have not sent anythingIf “evidence” of their neglect is mentioned (silly), it is true that I have the recordings, screenshots, etcof the many hours that I tried to contact themAll I wanted was a simple apology and for the matter to be amicably resolvedAt this point, assuming that the transfers are complete, this is formal notice that I want no further communication from HostgatorI really don’t want anything more to do with this company anymoreI would add that I have requested to be removed from their advertising, and yet still, they are sending advertisements Regards,

Hello,We were sorry to hear that Mr. [redacted] was experiencing some issues with his [redacted] hosting package and have since contacted him to offer to escalate any additional issues that he may be experiencing with his hosting package.We also reviewed the recent tickets that were associated with the hosting... account as well as reviewed the recent call where Mr. [redacted] had been experiencing an issue with his [redacted] package that seemed to have been due to some resource issues that he was having. In reviewing those interactions the issues being experienced did seem to be resolved however we would be happy to follow up and assist with any issues that are still being experienced.We also understand the frustration with having to wait for live support which is available 24 hours a day 7 days a week. We use historical data to forecast expected live support requests and work to adjust our staffing when we see changes in those contacts which are reviewed on a regular basis. Unfortunately there are going to be times when a spike in support requests will extend the time it may take to reach live support as they work to assist with every request that we receive.At this time we have reached out to Mr. [redacted] and have not received any further follow up with any issues that he is currently experiencing that we can assist with. If there are any further concerns we can help address, we ask that Mr. [redacted] please respond back to the recent e-mail communication or contacts our management at [email protected] and we'll be more than happy to continue to assist with any concerns that Mr. [redacted] has.

Good Afternoon,We appreciate the chance to address this concern and we were sorry to hear that Ms. M [redacted] had trouble canceling her service with us. We certainly do not want to make this process difficult as we do include information on how to cancel in both our terms of service (... http://hostgator.com/tos ) and a guide on canceling is available through our knowledge base ( http://support.hostgator.com/articles/pre-sales-policies/billing-account-changes...⇄ ). To summarize the process, we ask that our customers submit cancellation requests via our form available at https://hostgator.com/cancel so we have written documentation of their request. We did find that Ms. M [redacted] had spoken with a member of our staff but unfortunately the conversation seemed more about removing the credit card on file instead of making sure the package was canceled. We have since reached out to Ms. M [redacted] directly and have received her confirmation in writing and can confirm that the hosting package has been fully canceled and the unpaid invoice has been removed. There will be no further invoices on this account but if we can be of any further assistance we have established a direct line of communication with Ms. M [redacted] and ask that she please lets us know if we can offer any additional help.

Good Afternoon,We've since had a chance to investigate this report but unfortunately found no accounts under the name " [redacted] ", the e-mail address " [redacted] ", or under the phone number " [redacted] ." While searching with this information we've also found no e-mails from this address... or phone calls received from this number. Regardless, although we have multiple [redacted] *.'s employed, we did go through all of their e-mails from the date referenced and have located the account in question. After review, we see that the account had purchased 2 services - domain registration as well as a hosting package. The complaint mentions having received confirmation of the cancellation of web hosting services, however the message quoted is specific to the cancellation of domain registration which is separate from the hosting package and can be seen in the message quoted. We have also found that as of yesterday, cancellation of the hosting package was requested and that our staff replied in under 25 minutes offering a refund of the recent payment, however unfortunately this BBB complaint seems to have been filed prior to our staff having been given a chance to reply to that request confirming the refund. We have now replied to that request to confirm the refund in the disputed amount of $86.40. Please also note that while we did confirm cancellation of the domain registration on the 6th of May last year, we were in contact via e-mail the following week at which point we provided information regarding the remaining active hosting package. As such, we did inform the customer that the service was still active meaning it would have been the account owner's responsibility to inform us of the wish to cancel the remaining service. If we can be of any further assistance with this matter, we ask that [redacted] please reply back to the cancellation request or contact our management at [redacted] .

[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

Good Morning,As stated in this complaint, although customers are more than welcome to complete migrations on their own, here at HostGator we do provide a courtesy migration service with each new orderWhile we of course would always like to see these migrations completed as quickly as possible, the
speed at which we are able to get through all requests will depend on the number and complexity of the pending requests still in progressAs such, we make no guarantees on how quickly this courtesy service can be completedThis information is agreed to by our customers in our terms of service when signing up for a hosting package : http://www.hostgator.com/tos===================================================T...⇄ 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===================================================Additionally, once our customers are ready to request migration, the related request form also has a disclaimer which makes no guarantees about the time required to complete the courtesy service : https://transfers.hostgator.com=================================================...⇄ Times:We would request that you be aware that the migration process may take longer than the average support requestThis is due to the complexity of this process, connection speed between your old host and new hosting account, and to ensure that each website is thoroughly reviewed upon completionThe entire process can take hours or longerPlease ensure that your old hosting account remains available until the process can be fully completedIf your old hosting account becomes unavailable during the process, we may not be able to complete the process or correct any errors.===================================================In Mr*** complaint he has stated that he was guaranteed the service would be completed within hoursWe have attempted to call Mr** and have contacted him three times via e-mail but received no answer on our callIn the response back to our e-mails, no information has been provided to confirm this guarantee was made.Regardless, at this time the migration has been completed and if Mr** is able to furnish any details of when or where this promise was made, we would certainly be interested in following up further

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
The business sent another reply which is still partially out of context with the original complaint. This is also part of the complaint. The business fails to read & understand or to listen & understand to their customersI have sent the actual email which has the violation included in it to clarify and misunderstandings and yet this did not help them to identify the problemThis is an indicator that the respondent is not even familiar with their own system. The sending of the BILLING password in this case has absolutely nothing to do with password reset or any other function associated with this business.Lets try another analogy - for those whom have Apple devices, your calendars, files, email and contacts are stored on a cloud server when chosen as so. It would be wise not to allow other to get to that data which would also include billing and credit card data, purchase permissions for the *** and moreSo when you purchase an new App in the store like maybe ***, it would be unwise to send the Account Passwords in the verification mail for the purchase, now wouldn't it??????? All you did was purchase ***What did that have to do with anything regarding security?Your new project with Two Step verification is useless if you are giving out the passwords to those accounts. In that case you would still only have one step verification. Again I understand sending the automatic generated cPanel password for a new account, BUT that has nothing to do with the Billing password.If STILL the business can not understand what the issue is, they may of course call meI will even tell them where to find the problem and fix it and I am not even in their systemSending a generic response of directing me to your feedback forms is like a President sending you to the *** *** switch board. You really think you will be heard?? Considering the security implications of this issue, I would suspect that the business would be more attentive or concerned of the problem, but it does not seem soThis problem would take less than minutes to fixIf the business is serious about the issue, then I should be able to purchase a new package right now and see if a solution has been provided
Regards,*** * ***

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 8/12/and assigned ID ***
Regards,***

Good Afternoon,We were sorry to hear about the incorrect invoicing and see that the ticket in question was filed less than hours ago, but has since been replied to confirming that the charge has been refundedWe've also confirmed that all remaining domains listed on the account are indeed
activeIf *** *** would like to confirm this for himself, our customers can manage their domains by following this guide : http://support.hostgator.com/articles/hosting-guide/lets-get-started/domain-name...⇄ appreciate *** ***'s understanding while we work towards upgrading our domain management system in hopes of preventing similar issues moving forwardIf we can be of any further assistance with this matter, please let us know and we'll be glad to help

Good Morning,Thank you for bringing this situation to our attention. I'm sorry to see the headaches you've been through as you try and transfer this domain, but it's definitely no issue to ensure things go smoothly here forward you. While you’ve regrettably overlooked providing us any
information to really look into this matter with, I did some digging and eventually found a chat from your IP address which somewhat explained what was going on.From what I found in that chat it appears the domain *** was suspended after you updated whois information on the domain, I assume in preparation to migrate the domain name to another registrar. Please understand that while you paint the story that we did this with some sort of malice, that’s absolutely not the case. The suspension resulted from the RAA verification after the whois change. When you make that update a verification email is sent which you’re required to respond to, which prevents domain names from being stolen via change of whois ownership. Once that’s done the domain un-suspends and resumes function.Looking into the suspension I see that took place around 3AM CST on Nov 9th. The verification was addressed then at some point within a few hours, and the domain unsuspended at 2PM CST. I understand your frustration with the support agent, but at the same time it’s unfortunate to see you file a compliant immediately without even giving us a chance to look into the matter. I can assure you had you reached out to my team via the provided feedback email address on the Revdex.com site this would have been resolved immediately.Please let me know if you’ve continued to have any issues, but it does appear the domain is ready for transfer given it’s no longer suspended. If you’d like any assistance with the transfer as that takes place please let us know directly at [email protected] and we’ll be happy to help!Best Regards, Joshua M***Director of Customer Engagement

We were sorry to hear about Mr***'s concern with email.Mr*** had signed up for a third party email service which had failed to provision. Hostgator does not have access to determine why the third party service had not properly provisioned, however was able to assist in canceling and
refunding the service to allow Mr*** to re-sign up.At this time Mr*** has been able to successfully sign up and for that service. We have not received any additional questions or concerns. If any should arise we ask that Mr*** please respond back to our recent e-mail communication or email our management team directly at [email protected]

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 4/26/and assigned ID ***
Regards,

Good Afternoon,We've now had a chance to investigate this situation and have found that *** *** has only recently contacted us with any concerns on inbound e-mail or outbound delivery following years of service with usFollowing the first and only report we received on this issue, we have
followed up with *** *** requesting information on the e-mails that he is concerned are not believing delivered or receivedWe have received no response back following our inquiry until this complaint requesting half of a million dollarsNext, we have reviewed the only phone call from the phone numbers provided and have found that during this conversation our agent did not refuse *** *** any information and in fact did attempt to send the most recent mail logs, however there was an issue with the links providedOnce the issue with the link was determined, the subject was changed during the phone call and the issue with the links was not revisitedWe've now reviewed the e-mail address in question and have found that there are over 100,e-mails within the inbox for this accountIf this is not the majority of the messages, it should be an indication that there is a very large amount of e-mails being successfully receivedAs such, we do need *** *** to provide further details on any messages he is concerned he has not received or were not successfully sentAlso, we must point out that if messages are not being successfully sent to the companies *** *** is trying to apply for, what happens is that a bounceback message gets sent back to the sending addressUnless these bouncebacks are being deleted by *** ***, we are not seeing any indication of a widespread issue with his outgoing messagesFinally, in regards to the request for compensation, we must point out that *** *** has agreed to our terms of service stating he understands he has waived our liability for potential damages or lossesOnce *** *** is ready to work with us further, we ask that he logs in to his billing portal at https://hostgator.com/billing then use the following direct link : ***After this link is followed, he will be able to reply back to our last message with the information requestedIf there is any trouble with this process, we ask that *** *** please contact our management at *** for additional assistance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards, Sorry on my late replayhaving problems with my email account Let hostgator know that I will be placing all this info on any post I can, and also will notify the European authorities on this matter...they can keep my money (as I'm sure they are use to do)but they can not buy my dignity, the can argue all they want, but the fact is that they not show this relevant and critical information as they do with their mentioned "check box"and the reason is simplethe less they drive you to be aware of the more they billor I should've said steal... I honestly hope that you people at the Revdex.com defend the rights of millions of deceived customers

Hello,We were sorry to hear about the issues that Mr*** has been experiencing with hosting his website in the shared hosting environment.In a shared hosting environment there is a maximum of 25% *** usage limitYou may exceed this limit for no longer than seconds This is also stated
in Section of our Terms of ServiceShared hosting space may only be used for web files, active email and content of User WebsitesShared hosting space may not be used for storage (whether of media, emails, or other data), including, as offsite storage of electronic files, email or FTP hostsHostGator expressly reserves the right to review every shared account for excessive usage of ***, disk space and other resources that may be caused by a violation of this Agreement or the Acceptable Use PolicyHostGator may, in our sole discretion, terminate access to the Services, apply additional fees, or remove or delete User Content for those accounts that are found to be in violation of HostGator's terms and conditionshttps://www.hostgator.com/tosUnfortunately some websites do not work well in the limits of a shared server environment. Mr*** has had a large number of tickets dating back to May of in regards to this issue. In those tickets our admins have provided Mr*** direction with steps that can be taken to optimize the site to work within the limits of the shared hosting environment as well as suggestions to which hosting solution they would recommend if those steps were not successful.Although it is unfortunate that due to the *** resources that Mr*** website has been suspended at times, however this is typically an indication that his business is growing.There also seems to have been some confusion with Mr*** current billing. Our clients are not in a contract and the current billing cycle for Mr*** hosting services is a monthly cycle. This was changed from a yearly billing cycle to a monthly billing cycle in February of 2016. Although the services are currently active the last payment that was received for the hosting services was on March 3, in the amount of $and there have been no additional payments made for the service at this time.We appreciate that Mr*** has been a valued client since February of and appreciate his patronage. However if Mr*** would like to cancel his service at any time this can be done by filling out the request located at http://hostgator.com/cancel.We have attempted to reach Mr*** by phone and have followed up through email. At this time we have not received any follow up communications from Mr***. We ask that if Mr*** has any additional questions or concerns please respond to the recent e-mail communication or contacts our management team at [email protected] and we will be happy to continue our conversation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
As a customer it isn't my responsibility to understand or know how Hostgator accepts and processes customer payments, or if they use a third party to process payments.Hostgator processed my payment and received monies from me for a service and are responsible for refunding my monies if the service are cancelled. It is Hostgator's responsibility to locate and provide me back with ALL payment processing details, the credit card number, the date, the time, and the refund amount.I have full confidence that Hostgator are able to locate and provide this information.
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I have contacted *** also and even they are claiming the same thing that they have renewed the domain not the HostgatorSince I had paid first to *** on 5th Jun & then on 6th Jun to Hostgator so logically *** must have renewed my domain before Hostgator had even received the payment from me.Since both the Registrars are claiming the same thing, so I request you to please involve Hostgator, *** & *** on the same forum so that we can conclude who is the defaulter.
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:
** *** *** aside they did finally open up the port I needed though it still doesn't excuse the ridiculously extreme delay of WEEKS in processing the request which likely took only a couple minutes to process, nor that fact that it took going to this extreme for it to get the attention of their staff. I can assure them that I will be shopping for another host shortly before my next renewal time

Revdex.com:
Complaint ID *** has been fully resolved

Good Afternoon,We certainly understand the desire for a refund for unused services however this is more complicated when it comes to web hosting as customers pay us for the availability of our server resources such as disk spaceSince we did make those services availabile, it is our customer's
responsibility to inform us of their desire to cancel if the services are no longer neededWe do not have contracts for service meaning we do not offer month trials nor do we offer plans that are set to automatically cancel after month so if the services were no longer needed, as stated in our terms of service, our customers do need to let us know.Even if these services are not used by the customer, we continue to monitor the server and maintain it's uptime and availability meaning we spend our resources on these accounts, even if the customer never completed their transferRegardless, we understand oversights happen and that the payments were not noticed till recently, so we've gone ahead and refunded all payments after the first month of service totaling $80.55, which is actually a bit more than was requested in the complaint.We have not heard back following our calls and e-mails discussing the matter so we hope this has fully resolved the concerns but if there is anything else we can assist with, we ask that Ms*** please contact our management at [email protected] and we'll be glad to help