American Septic Company

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. Sent: Wednesday, May 23, 10:AMSubject: Re: complaint ID:
***Hi,regarding case ***I checked with the Visa and they have not refunded the remaining $yetWhat are they up to?Best regards,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me I am still very disappointed that Hostgator created the situationThree day notice in a significant change in service is not a good business practice.It appears that it was my complaint to you that got them to provide assistance.Thanks,*** ***

[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 ***, and find that this resolution would be
satisfactory to me as long as there will be no further charges,
invoices, emails, contact, text messages, phone calls, etc from
HostGator or their affiliatesI want my account closed with HostGator.Unfortunately,
just hours after I spoke to a HostGator supervisor on the phone and was
lead to believe that this issue was resolved, I received an obscure
text message on my phone from HostGator (253-235-0001) on 2015-09-about future billingI have no
idea if I responded corrected.Here is the message I received on my phone:"
orders in your ***, Incaccount will expire on or before
Wed, Oct Please renew them soonReply to
opt out"Did the message mean by responding I was opting out of renewing? or that I was opting out of letting them expire?I responded and a blast to them that I had already stated that I wanted no further contact and that I wanted my account with them closed! I do not want anything renewed with HostGator! I also let them know that I was reporting the harassment to Revdex.com.I do not want to renew anything with HostGator! I want my account closed and the credit card removed from their system!Before
this all happened, I called and received instructions as to how I could
stop my domain names from being renewedI followed the instructions I
was given yet still my domain names were renewed on a Credit Card
account I had already requested be removed from their system.I want my account with HostGator closed and no further contact from them
Thank you,*** ***

Good Afternoon,To begin, we'd like to thank *** *** for his patience in our responseUnfortunately after review of the phone call in question, we did find that our agent incorrectly guaranteed a response time on how quickly cancellation requests are processedWhile we do always strive to handle
all requests within hours, as these queues fluctuate, our agents are trained not to guarantee such a time frame but instead use it as a general guide on expected response time.Usually this information is stated on our cancellation form when a request is submitted, however in this case, due to *** ***'s connection issues, he was unable to access the form and therefore a manual request was submittedAs of yesterday we have canceled all services, provided a full refund and have followed up with our agent's supervisor to ensure they are no longer guaranteeing incorrect response timesIf there is anything else we can help with, we ask that *** *** please contact our management at [email protected] and we'll be happy to assist

We were sorry to hear about Ms *** concern with the hosting services she had purchased and the cancellation process.In reviewing the account we did see that there had been some confusion in regards to the domains that had also been registered at the time of the purchase of the hosting
account. We were able to confirm with Ms*** that at this time all services have been cancelled including the domain as well as the steps that were taken to ensure that there are no future issues.At this time we have received confirmation from Ms*** of those steps that we have taken and have not received any follow up questions or concerns. If any should arise that we can assist with we ask that Ms*** please respond to the recent e-mail communication or contacts our management team at [email protected] and we will be happy to continue to offer assistance

Good Afternoon,We appreciate the chance to address these concerns and although we understand Mr***'s perspective on not having used the package, we did provide the hosting package as requested which means we also dedicated space and resources towards that packageAlthough we understand those
resources were not used, and Mr*** has commented that we could have assigned them to another customer, in reality we could not as Mr*** did not inform us that he no longer needed that package.Regardless, we have since contacted Mr*** and worked out an arrangement to credit a large portion of the payment towards the package that is being kept and received Mr***'s confirmation that he is satisfied with this resolutionWe hope this fully resolves the complaint but if we can be of any further assistance, we have made sure Mr*** has a direct line of communication back to our customer service management team

We were sorry to hear about Mr***'s Concerns.In reviewing the account Mr*** had requested the cancellation of the account outside of the day money back guarantee and after the package had been renewed. As stated in the Terms Of Service that were agreed on at the time of signing up for
the service the service would not qualify for a refund. Our Terms of Service can be reviewed at https://www.hostgator.com/tosWe also have the following information on the order page for our 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.To resolve this amicable we have made an exception for Mr*** and refunded the cost of the renewal for the hosting services.The domain transfer request was not successful due to not receiving the requested confirmation that was requested through the ticket communication.At this time we have submitted the refund request and have not received any follow up questions or concerns from Mr***. If any should arise we ask that Mr*** please reply back to our recent e-mail communication or contact our management team 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 3/16/and assigned ID ***
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.]Are you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11999515, and find that this resolution would be satisfactory to me

Hello,We were sorry to hear about *** *** concern.In reviewing the restore request ticket there was some confusion along with miscommunication in the ticket. The $invoice had been removed and *** *** was not charged for a restore which had been invoiced at the time that the
request was submitted.At this time we have not received any additional questions or concerns from *** ***. If any should arise we ask that *** *** please respond back to the recent e-mail communication or contacts 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 ***, and find that this resolution would be satisfactory to me We spoke and addressed my concernsThe issue is resolved

Greetings,We appreciate the chance to address these concerns and while we never like to issue temporary suspensions on our customer's sites, in this case we did find that the site was disclosing personal information (name and address) of an individualWe understand that *** *** thinks this should
not have been suspended since the information is available through other sites, however we do not have the ability to determine if those individuals gave those 3rd parties consent to host that information, and must take immediate action when we find any personal information is being disclosed on our network.Having said that, unfortunately there was an issue with our legal administrator in that we intended to provide *** *** with access to remove the content so it could be reactivated, however once we received the necessary information, it appears there was an oversight and access was not grantedRegrettably at this time the account has been canceled by *** *** however we have provided a refund for the unused time remaining on the package and have followed up to ensure that *** *** has a copy of his content.If we can be of any further assistance with this account we have reached out to *** *** and ask that he please replies back to our communication from our management if we can offer any additional help

Greetings,Thank you for the opportunity to address *** *** concerns regarding her refund.We appreciate the chance to address this matter and have attempted to reach *** *** by phone at the number provided on her billing account, but unfortunately we were unable to be connected.After
review of the issue, we have found that on August 12, we reached out to *** *** stating that we were sorry to hear she wished to cancel, and inquiring as to whether or not there was anything we could do to keep her businessUnfortunately we did not hear back from *** *** on any of our e-mails, otherwise the account would have been closed and the recent payment refunded.We did not hear from *** *** until she filed the Revdex.com complaint and we must point out that *** *** agreed to have her account automatically renewed, which is what occurred hereThat said, we have now canceled the account and refunded the recent renewal totaling $10.95.Thanks once more for the chance to address this matter and please let us know if we can be of further assistance with this request

Good Evening,We were very sorry to hear of Mr***'s account getting compromised and would be glad to discuss this situation in more detailTo begin, we see that in the complaint it is stated that we do not allow customers to remove their credit card on file, which is actually not the case and
steps on how to remove a card are available here : http://support.hostgator.com/articles/pre-sales-policies/billing-account-changes...⇄ we have found that whoever made these purchases using Mr***'s account did have both his e-mail address and billing password, we understand that he has emphatically denied having any involvement with the purchasesWe did inform Mr*** that we would be glad to reconsider our decision on this situation but regrettably the Revdex.com complaint was filed before our management had a chance to get back in touchRegardless, as we agreed the domain names registered did not seem to relate to his account, we have provided a full refund of the charges back to the card usedWe would urge Mr*** to immediately update all passwords used for all services and also scan any devices for malware/viruses to help ensure this situation does not occur with any other service providers usedIf we can help with any recommendations on these suggestions or if Mr*** has any other questions on his account, we ask that he please contact our management at [email protected] and we'll be glad to assist in any way we can

We were sorry to hear about MrGuirola's concerns.As stated on the sign up page when purchasing services and agreed to with the acceptance of the Terms Of Service:"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 Terms Of Service can also be reviewed at: https://www.hostgator.com/tosAlthough the services would not be eligible for a refund to resolve this amicable we have refunded the addon services and provided a prorated refund for the time that was remaining on the hosting service.At this time we have not received any follow up questions or concerns from MrGuirola. If any should arise we ask that MrGuirola 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

Good Afternoon,We'd like to start by offering our apologies for any unintended renewals on this account and can confirm that all domains and domain privacy charges have been refunded in fullAfter review of the situation we found that our system did invoice for renewal of the domain names days
prior to the domain's expiration date as per our policy outlined here * ***
As such, we found that the auto-renewal feature was disabled after the invoices had already been generated which unfortunately would not cancel the invoicesAs such, the card on file did end up getting charged to renewalsHaving said that, one of the more pressing issues was that *** *** received two expiration notices that contained conflicting information on when the renewals would be processed*** *** was very kind in taking time to go over those notifications with us and we've since discovered the source of the discrepancy and will be taking action to prevent any further issues for our customersWe've refunded all payments made towards the unwanted renewals plus a few more unused services and also provided an extension on the related hosting package free of chargeIn case of any further concerns with this account, we've setup a direct line of communication back to our management and ask that *** *** please let us know if we can ever be of assistance

Hello,We were sorry to hear about Mr*** concerns and were happy to look into those concerns.In reviewing the interactions and ticket history no cancellation requests were located and there was no request for a cancellation of the account. Mr*** had discussed pricing and available discounts. The cancellation request had been submitted on 03/27/and at that time the account was canceled and the most recent invoice had been refunded back to the account.In speaking with Mr*** and checking the account in question we were able to confirm that there had been no recent traffic to or use of the account The two additional invoices for hosting service would not normally be refundable as provided in the Terms of Service which can be reviewed at https://www.hostgator.com/tos as was agreed to at the time of purchase of that service. To resolve this amicable a refund was provided for both invoices.At this time we have not received any follow up concerns or questions from Mr***. If any should arise we ask that Mr*** 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

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 5/14/and assigned ID ***.Sent: Friday, May 25, 12:PMSubject: ***Hi ***,I called *** againThey are crediting the extra ~$for January and February directly from their own resourcesI don't know why only ~$came through from Hostgator.comI will drop it at this point.Best Regards,Mark

Hello,We were sorry to hear about the concern Ms*** had in regards to a Website that is providing inaccurate information in referencing Ms***'s business.In reviewing the information that was provided we were not able to determine the domain name that Ms*** was referencing and have
asked Ms*** for additional informationWe also were not able to find that Ms*** had filed a *** *** *** *** *** complaint which would be needed for Hostgator to be able to take the requested action and have provided Ms*** with the following helpful link which provides the information on how to file the complaint.http://support.hostgator.com/articles/pre-sales-policies/how-to-submit...⇄ Ms*** has any additional questions we ask that Ms*** please respond back to our recent e-mail communication and we will be happy to assist

Good Afternoon,We were sorry to hear about the trouble renewing a domain name and have since had a chance to investigate in more detailAfter review of the live chat in question, unfortunately we did find a misunderstanding in that we see Mr*** had requested to have a ticket generated in order
to have an invoice created, however our agent misunderstood this statement and had the impression a ticket was already created by Mr***We have brought this matter to our agent's supervisor to ensure our customer's statements in live chats are read with more care moving forwardWe also found that the domain in question had auto-renewal disabled which prevented an invoice from automatically generatingIf our customers do not wish to be automatically charged but still know that they want to renew a domain, we recommend setting up auto renewal for the domain then removing all credit cards on fileWe have followed up with Mr*** to go over this recommendation and have also added an additional year of registration for the trouble.Finally in regards to the recommendation for our domain management system, we are currently working on revamping this system and have passed along this recommendation to our developers for further considerationWe hope this helps resolve the concerns raised but if we can be of any further assistance, we ask that Mr*** please replies back to our recent communication and we'll be happy to help