American Septic Company

Greetings, After reviewing the complaint we were sorry to hear that a domain name renewed after being transferred to another provider as our system is only intended to renew domains that are still registered with usOn 04/26/we issued a refund for the amount of $USD.In regards to the
concern that this was not handled during the live chat session, we do expect our front line agents to resolve many issues that are presented to them however in certain situations we do require a ticket to be created for our higher level administrators to address and also to have written documentation of refund requestUnfortunately in this case it seems the complaint was filed prior to our response to the ticket confirming a refund, so moving forward if there is ever a concern that the issue has not been handled in a timely manner, please contact our management at *** and we will be glad to assist

Hello,We were sorry to hear about the issue that Ms*** had been experiencing with her hosting package.After speaking with Ms*** to determine the cause of the issue that she has been experiencing with the site builder application, the issue seems to be related to a browser that is installed
locally to one of Ms*** work stations. Ms*** is taking some steps to see if that resolves the issue.At this time we have worked to isolate the cause of the issue and and will continue to follow up with her directly to offer assistance. If any additional questions or concerns that we can assist with arise we ask that Mrs*** please respond to the recent e-mail communication or contacts our management team at [email protected] and we will be happy to assist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10669323, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.] First , I apologize for the delay in getting back to you My schedule is very demandingIn response to why I disagree . I am enclosed here a copy of the email that I just sent back to Hostgator . I will also attempt to attach copies of the screenshots that I sent to them : HostGator.com :I
have been delayed in getting back to you because of a busy schedule
However there is a considerable history of problems including emails and
screenshots back forth over the few years that I used your webhosting
services I am enclosing a few screenshots with this message which is
only the tip of the iceberg I could just have easily filed a legal
complaint with charges A Revdex.com complaint is a courtesy compared to the
number of infractions and complaints This way I am asking a few months
of refunds If you check the numerous emails , I think you find that
you were notified for months before you would allow me to place the
'cancellation' request In the screenshots is a picture of the
portal that you send clients to which refuses them entry in order to
keep them from placing official cancellation requests There are more
screenshots and many ,many emails .D***
Regards,*** M***

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 8/23/and assigned ID ***
Regards,

Hello,We were sorry to hear about Mr*** concern and that the hosting package did not meet Mr*** needs.The hosting package in question was within the day money back guarantee period that we offer for all shared hosting packages. Mr*** had not submitted the
cancellation request and after confirming with Mr*** that the hosting package was to be canceled a full refund was provided for the service that was purchased.To clarify the billing option that Mr*** had selected with the discount coupon that was used to sign up is billed monthly at $plus tax after the initial invoice. This information is provided on the sipage when the service is purchased.The package would also be eligible for a higher discount if a longer billing cycle is selected at purchase. The $monthly pricing discount is offered when selecting a month billing cycle.At this time the full purchase price of the hosting service has been refunded and we have not received any follow up questions or concerns from Mr***. If any should arise we ask that Mr*** please respond to the recent e-mail communication or contact our management team directly at [email protected]

Hello,We were sorry to hear about MrFakhry's concern.The cancellation request that was submitted by MrFakhry was processed and the refund was issued following the day money back guarantee that we offer for shared hosting packages.We did contact MrFakhry that this had been resolved and the
refund had been received. At this time we have not received any additional questions or concerns. If any should arise we ask that MrFakhry please respond to our recent e-mail communication or contact our management team at ***

Hello,We were sorry to hear about Mr***'s concern with his hosting package.Mr***'s hosting package was outside the day money back guarantee time frame and would not normally be eligible for a refund. In reviewing Mr***'s interactions with live support we did find
that one of our agents had suggested that a refund would be provided.To resolve this amicable we have provided a prorated refund from the date that the cancellation request was made and have not received any follow up 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]

Hello,Upon checking on Mr*** hosting package we did find that the service had been cancelled as requested by Mr*** There was an active *** subscription that Mr*** had not cancelled that was continuing to send payments for the services that had been cancelled which was then being
applied as a credit to Mr*** account. We were able to contact *** and request they cancel that subscription, and then followed up and refunded those payments back.With a *** subscription, *** will send payments as setup in the subscription by the client until that subscription has been cancelled. The client would be able cancel this directly through *** to stop those payments from continuing to be sent.At this time we have been in communication with Mr*** and have not received any follow up questions or concerns. If any should arise that we can assist with we ask that Mr*** please respond back to the recent e-mail communication or contacts our management team at *** and we will be happy to offer assistance

Good Evening,We appreciate the chance to address these concerns and would like to offer our apologies for the delay in following up with ***Although we do not provide guaranteed response times, we certainly always want all issues handled as quickly as possible and are currently working on
increasing our support staff to bring down these wait times.In regards to the trouble with the account information, here at HostGator we provide a billing account which is logged into using an e-mail address and password, then we also provide access to a control panel which has its own username and separate passwordWhile we understand this is not ideal for all parties, many of our customers appreciate this separation as it allows for their website developers to have access to their control panel while keeping their developers from accessing their billing information.If a customer has forgotten their billing password, this can be reset at any time by visiting https://hostgator.com/billing then clicking the "Forgot your password?" linkMoving on to the request to allow e-mail assistance via [email protected], we had previously allowed inquiries to be sent to this address, however for security purposes this option has been closed as we found many customer's e-mail addresses were being spoofed, meaning contact was coming from individuals who did not actually own the accountAs such, we have disabled that option but customers can still submit tickets via support.hostgator.com or directly from within their billing account at the link mentioned above.Although we do not guarantee response times, at this time we have provided an additional month of service to help compensate for the delay in resolving this issueThe new renewal date has now been adjusted to 02/28/and if *** ever needs assistance escalating an issue, our management can be contacted directly at [email protected]

Hello,We were sorry to hear that Mr*** had decided to cancel his hosting service.There did seem to be some confusion as the hosting package had been set to cancel now at the request of Mr*** when our cancellation team had received a request to fully cancel the accountFor clarification a
hosting account has a money back guarantee if cancelled within the first days of the service. After the days if a cancellation request is received the service is set to cancel at the end of the service that has been paid for and would not be cancelled prior to that time with out the clients specific request to take that action.This can be reviewed in our Terms Of Service Located at https://www.hostgator.com/tosAfter speaking with Mr*** a prorated refund was offered for the remaining time of the service that he had purchased. Mr*** has since decided to continue using the services that were being provided and we have assisted with reactivating that service.At this time we have not received any follow up questions or concerns from Mr*** and in our last communication he was happy with the results. If any should arise that we can assist with we ask that Mr*** please respond back 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,At this time we have addressed the original issue of the temporary suspension not sending the usual notification and have ensured that this should not occur againThat said, unfortunately *** *** has decided to cancel his services regardlessAs he has requested, as of days ago, we have fully canceled all services with us and provided a refund on the unused time.If there are any additional concerns we can address, we've also reached out to *** *** directly to ensure that he has a line of communication back to our management

Good Afternoon,While we have since worked with *** and have been doing everything we can to help him restore what content is remaining on his account, unfortunately this complaint contained some reports that are not accurateTo clarify, HostGator has not deleted any of the content in question
We've provided a in-depth security investigation to confirm this information and our investigation has found evidence that the account was compromised through the use of the Rev Slider plugin which contains known vulnerabilitiesHostGator did not install this plugin meaning it was the decision of the account ownerWhile we do assist with security inquiries and concerns, we cannot take responsibility for software that is installed by our clients and our customers do agree that script security is the account owner's responsibility when purchasing the account : ***====================================================Account Security and HostGator Systems.It is your responsibility to ensure that scripts/programs installed under your account are secure and permissions of directories are set properly, regardless of the installation methodWhen at all possible, set permissions on most directories to or as restrictive as possibleUsers are ultimately responsible for all actions taken under their accountThis includes the compromise of credentials such as user name and passwordYou are required to use a secure passwordIf a weak password is used, your account may be suspended until you agree to use a more secure passwordAudits may be done to prevent weak passwords from being usedIf an audit is performed, and your password is found to be weak, we will notify you and allow time for you to change or update your password before suspending your account.AYou agree to be fully responsible for all use of your account and for any actions that take place through your accountIt is your responsibility to maintain the confidentiality of your password and other information related to the security of your account.====================================================Regrettably, once the account was compromised by this 3rd party, malicious content was installed which in turn ended up deleting the content in questionWhile we understand how important it was for *** to have the content restored or fixed, unfortunately due to the size of the account, the account did not qualify for our courtesy backups which do have limits on how much content we can backupTo prevent situations where no backups are available, customers also agree that they will be keeping a backup of their content on our servers in case of an emergency such as this.***====================================================Backups and Data LossYour use of the Services is at your sole riskHostGator’s backup service runs once a week and overwrites any of our previous backupsOnly one week of backups are kept at a timeThis service is provided only to shared and reseller accounts as a courtesy and may be modified or terminated at any time at HostGator’s sole discretionHostGator does not maintain backups of dedicated accountsHostGator is not responsible for files and/or data residing on your accountYou agree to take full responsibility for all files and data transferred and to maintain all appropriate backup of files and data stored on HostGator’s servers====================================================At this point we have determined that databases remained on the account which can be used to restore parts of the webpages and have been working directly with *** to restore whatever we canWe have a direct line of communication between *** and our management and will continue to assist with any requests received

Hello,We were sorry to hear about Ms***'s recent experience with her account and services. We did review the account and the recent interactions associated with it and there is no evidence of this being related to a Hostgator employee and reject any such claims We are attempting to
work directly with the client but have unfortunately not received a response on our phone calls or emails At this time we ask that Ms*** please respond to our recent email communications or contact our management team at [email protected] and we will be happy to work with her to get this resolved

Hello,We were sorry to hear about the confusion in regards to *** *** hosting services.With the information that *** *** provided we were able to locate two separate hosting accounts that included recent invoices for services that matched the dollar amounts that were provided.Unfortunately
we were not able to reach *** *** by phone and did open communication through e-mail. *** *** did confirm two separate accounts had been opened while assisting another party and did not seem aware that both accounts were currently active.At this time *** *** has not responded to our follow up communications to assist. If we can be of any additional assistance we ask that *** *** please respond to our recent e-mail communication or contacts our management team at [email protected] and we will be happy to continue to offer assistance

Good Afternoon,To begin, we'd like to apologize for the trouble
with Mr*** siteAfter investigation we have found that while
pointing his site to ***'s service, unfortunately the change made
was not done correctlyWe have located the agent who made this error
and have followed
up with their supervisor to ensure this does not
happen moving forward.As of the date of this complaint the issue
was corrected and we have now followed up with Mr*** to confirm
there are no further issues and to also provide compensation for the
downtime as per our uptime guaranteeAdditionally, we've setup a direct
line of communication back to our management in case we can ever help
escalate urgent matters for Mr***If there are any future
urgent issues we can assist with, we ask that Mr*** please uses
this contact to get back in touch with us or contacts our management
directly at [email protected] and we'll be glad to help

Hello,We were sorry to hear about Mr***'s recent experinece with live support.Hostgator provides free support for all clients that purchase hosting packages and services which is available 24/7. This is a courtesy service that offers assistance to clients with how to use the products
and services that they have purchased.Unfortunately not all issues can be resolved within a defined time frame. The recent interaction that Mr*** refers to in his communication was with a new agent who was struggling with finding the information that was being requested with Mr***. The actual interaction lasted minutes and the agent offered to escalate the issue to the next tier of support or submit a ticket request for a member of management to follow up with Mr*** directly.A member of the management team followed up after reviewing the interaction in the ticket addressing the concerns that had been noted in regards to the time that it was taking the agent to assist.We have also followed up with Mr*** in regards to the type of package that he currently has and the *** *** *** *** associated with his package and where he can find that information through his ***.Mr*** has been a valued client for several years and we would be willing to work with him to continue his services with Hostgator. Unfortunately we would not be able to provide compensation or be able to assist with transferring his data to another host or provide compensation for time that he has spent with our live support team.If there is an issue with the hosting services that Mr*** is needing assistance with that live support has not been able to successfully assist with or any additional concerns we would be happy to offer assistance and request that Mr*** please reply back to the recent e-mail communication or email our management team directly at [email protected]

[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 ***I'm disappointed that the company continues to blame "miscommunication" even when the issue was simply that they charged me for a service that they did not provideHowever, I'm happy to have received a refund

[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:
While I am disappointed in this response, and the fact that they cannot find a the cancellation notice from is questionable. However, it is a lesson learned for me to maintain copies of all similar actions and interactions going forward. Thank you,***

Good Afternoon,We've now had a chance to work with *** *** regarding this issue and the good news is that the impact was much lower than the original concerns seemed to expectIn fact, after initially removing the *** extensions *** *** admittedly did not notice any changes at
allTo be certain the impact was low, we took time to evaluate the related sites and did find that there were issues with the web formsAlthough some of these forms had already appeared to be functioning incorrectly prior to the extension removals, as a courtesy for the short notice, we provided development time free of charge to recreate all forms found by us and reported by *** ***While we certainly do apologize for the short notice on some *** functionality being lost, overall we do need to roll out security updates as soon as they are vetted by our system architects for our specific configurations, and we feel that the security of our customer's data as a whole has to take priority over the unique requirements of one specific softwareIt was not our initial intention to provide such short notice, however following our testing process, we deemed this update critical and chose to proceed as soon as possible which regrettably negated the opportunity to provide more advanced notice.At this time we have a direct line of communication setup between *** *** and ourselves and have asked that he please let us know if there is any impact other than the forms that we can help investigate

Good Afternoon,We appreciate the chance to address these concerns and would like to thank MrMyers for his patience while the account was canceled and the refund processedTo begin, we understand that MrMyers was frustrated that the renewal charge was processed while there was a cancellation
request submitted, however from review of our records we have found that the renewal charge was actually processed on the 18th, two days prior to the cancellation request on the 20thMrMyers is correct that the due date was the 23rd, however if a credit card is kept on file, we will attempt to process the payment ahead of time to allow a time frame before the due date in case the payment fails.In regards to the concern that our cancellation took longer than expected, we do state that our cancellation requests are typically handled within hours, however we do not make any guarantees on response time as this will depend on how many requests are pending.Next, regarding the e-mails sent stating that the account had been suspended, we have found that e-mail address on the server had been compromised and were sending out large amounts of spam messagesAlthough we understand MrMyers was not intentionally allowing this to occur, we do have a zero tolerance spam policy and must immediately take action to prevent further outgoing spam, then allow our cancellations department to finalize the billing side of the accountIn the complaint there is mention of these security concerns relating to the server but from review of all inquires submitted under the e-mail address associated with the account, we were unable to locate any inquires requesting assistance with those matters prior to the cancellation request.Finally we did have a chance to listen to the call relating to the report tha tour agent stated MrMyers needed to call in everyday to receive a refundWe apologize for this misinformation as this is absolutely not the case which we expect was clear to MrMyers as we do not see record that he called everyday yet still received his refundRegardless, we appreciate MrMyers bringing that to our attention and the agent in question is actually no longer with our company due to similar but unrelated mistakes caught prior to this complaint.We hope this fully addresses the concerns raised but if we can be of any further assistance we ask that MrMyers please contact our management at [email protected] and we'll be happy to help