American Septic Company

Hello,We were sorry to hear about the concern that Mr*** had with his website being restricted.Shared hosting plans provide unlimited disk space and bandwidth. Shared hosting plans are also allowed a maximum of 25% CPU usage limit which can be exceeded for no longer than
seconds. It is unlikely that a client will hit the 25% CPU usage for seconds at a time, unless the site is script intensive and requires more processing. This limit is per cPanel.Hostgator's goal is to keep our clients websites online and restrictions are only placed when the website in question is causing an issue on the server that if allowed to continue could cause damage to the server and data loss to all clients sharing the server. When this occurs immediate action is required to protect the server. If these steps are not taken it is possible that all sites would go down and all client's data on that shared server would be lost.This can be a very frustrating experience, however quite often this indicates that the website and business has grown and the website in question needs to be optimized to handle the business or has out grown a shared server hosting package.Mr*** was notified of the concern immediately through the e-mail address that was provided as the contact e-mail address for the account.At this time Mr***'s IP has been white listed to provide him access to make changes and optimize the website. Once this has been completed we ask that Mr*** please respond back to the Server Monitors ticket *** or to our recent e-mail communication and we will be happy to assist with getting the site reviewed and the restrictions removed

At this time we have offered Mr*** a full refund if he longer wishes to use the service or we would be happy to provide him with the same service that we provide all our other clients while taking advantage of the discount that he received when he signed up for the hosting package.We would not be be able to provide Mr*** with free hosting or provide any additional discounts to the discount that he has already received

Good Afternoon,First and foremost we'd like to offer our apologies for any miscommunication on getting started with this new accountAfter further investigation we have found that although we did temporarily suspend the account, this was part of our verification process during which we request
information to confirm that the purchase was authorized by the credit card owner or *** account ownerOnce we received the request information, we activated the account and confirmed back to *** *** *** *** *** *** ***
We were sorry to hear that differing information was provided during *** *** inquiries and have followed up to request more information on where this information was provided as we did not see these details in the live chats that were foundAlthough we have not yet heard back on this request, if *** *** does have those details we would definitely like to follow up with our agent to ensure they are providing accurate information on our verification processIf more information can be provided, we'd like to ask that *** *** please reply back to our recent communication from management, or contact us via *** referencing this complaint and we'll be glad to assist

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
Again, I will respond to these points point by point:"At this time *** *** has not been able to verify ownership of the account in question. He has been kind enough to provide documentation identifying himself as well as what he believed may be the security pin associated with the account that is setup, Unfortunately the documentation and information provided does not match the information associate with the account in question."This is not accurateWhat I have provided does not match what they have asked for, although there are things that match the ownership of my account What follows is an actual copy of correspondence I sent them in email: Below is the info I get on this domain: The registrant contact is, as far as I can tell entitled thusly:Reg-C (Registrant Contact)The organization or person that has the rights to use (or "ownership" of) the domain.The other two are less important: Admin-C (Administrative Contact)Contact person for the domain for administrative, non-technical mattersExample, for legal matters, change of ownership, etc.Tech-C (Technical Contact)Contact person for domain's technical mattersIf it is not set up, 1&Hostmaster acts as Tech-C for your domainsBy default we set Tech-C as a billing contact (Bill-C).The address for that contact is correctThe phone which you contacted me at is that numberThe only thing that's wrong is the emailThe other two contacts are my mother, and she moved from that address, but it shouldn't matter anyway--since as you can see from the above, isn't defined as the one who owns and has rights to the name.So, it seems to me that simply the phone number should constitute as proof, or mail me a certified letter at the address that is reported as the registrant contact--if none of those pins works that is.Contact Information*** ***
*** *** ***Organization: None*** *** *** *** *** *** ** *** **
*** ***Ext:Fax:Fax Ext:Email***Admin ContactName: *** ***
*** ***
*** *** *** *** *** *** ** *** **
*** ***Ext:Fax:Fax Ext:Email:***Tech Contact*** *** ***Organization: None*** *** *** *** *** *** ** *** **Phone: ***Ext:Fax:Fax Ext:***I suggested they use the actual address for regular mail certified on the account, which they refused to agree to due to "existing policies"."There does seem to be some confusion on when the account was created and the policies that were in place at the time the account was created by *** ***. The account in question is not as tenured as suggested by *** *** nor has the verification policies radically changed since the time that the account in question was opened."The account in question is exactly as tenured as I suggested, although it may have been updated over an interval of timeSince hostgator refuses to expose what their policies are or are not, and can only inform me of what they cannot do, despite having the correct phone number on the owner of the account above and the right street address and the right owner of the domain itself, I can't speak to the second clauseI guess you just have to take their statement "on faith". "The security of our clients personal information as well as the data that is stored on the hosting packages associated with the billing account is very important to us and our clients. We do require verification of ownership of any account prior to being able to provide access or make any changes to any products or services associated with the account including any domains that were registered through the account."Yeah, yeahHaving my street address and phone number evidently isn't enough for legal correspondence that isn't email to take placeA certified letter to my home address that I could sign saying the account is my should carry far more weight than any "forgotten pin" or email verificationLet's not forget the other two pieces of info clearly state the domain is mine, and hostgator has adopted a policy of verfication that flies in the face of legal operation of having an actual signature from a physical address on a physical piece of mail as evidence not counting toward one's identity."At this time we have spoken with *** *** and worked to clarify what can be provided to verify account ownership including those options using outside resources. If *** *** has any additional questions we ask that *** *** respond back to the recent email communication or contacts our management team at [email protected] and we will be happy to continue our conversation."I have little to no desire to continue the conversation with hostgator because as you can clearly see, the communication keeps getting warpedWhat I have done is asked namecheap to intervene in this matter since they know me to be me, and since my name is on the domain as the ownerI have suggested that hostgator has wrongfully kept my domain locked since I have suggested other means of verfiying my identity--not to mention hostgator contacted me on the phone number linked to the domain itself as the contact pointI feel like hostgator is making excuses to not resolve this matter, and prefers to adopt lingo designed to place the culpability squarely on me instead of being flexible enough to resolve this matter in an amicable fashion. If they had been forthcoming and honest instead of trying to weasel out of the issue--"the account isn't as tenured"--"he hasn't provided the right info" so on and so forth, instead of simply saying "We have an overly unrealistic and unusual security policy as defined by our team of lawyers which is making this issue near impossible to resolve" or at least something to that effect, I probably would have simply moved onAt this point, though, because hostgator has continued to be dishonest in that domain, and because they have continued to warp the communication happening into something else without mentioning what I have suggested, I do not feel that they care to actually resolve this matterI will instead be more likely to resolve this through namecheap doing what they can on their end, which does not say much for hostgator. This has been a most time-consuming irritating process, and I will not be reccomending hostgator to anyone for any reason from this point forward
Regards,
*** *** ***

Good Afternoon,We appreciate the chance to respond to these concerns and first and foremost wanted to point out that we do not actually report unpaid invoices to creditors or collection agenciesWe've since had time to review the events reported in this complaint and have also reached out to Ms
*** to go over the details of our findings.In regards to the report that the account had been canceled in March of 2015, we have found that we did receive a request to cancel the account in April of 2015, however as per our policy, our agent replied back to the request requesting that Ms*** reply to the ticket so we had her confirmation in writing.While we see that Ms*** rated this response and left a comment, unfortunately leaving comments on the quality of the response does not re-oepn the ticket so our staff did not have a chance to see this confirmationRegardless, at this time we did receive a new request and have fully canceled all servicesWe've also removed all unpaid invoices and once again, we do not report to creditors or collection agencies so this should be last Ms*** hears of those invoices.If we can be of any further assistance with this account, we have followed up with Ms*** to go over this information and to give her a direct line of communication back to our management

Mr*** has not denied that he accepted the Terms Of Service at the time that the Hosting Services were purchased Mr*** has also been provided with the link to the Terms Of Service https://www.hostgator.com/tos for his review and also provided with the following which is included on the checkout page for any hosting service that is purchased in large type to ensure that it is fully visible.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 renewalsAlthough as agreed to in the Terms Of Service the hosting package would not be eligible for a refund however to resolve this amicable we have offered Mr*** a prorated refund from the date that the cancellation request was submitted

Good Afternoon,We'd like to start by offering our condolences once more for Mr***'s lossWe certainly do not wish to make his life any harder during this trying
time and I've since had a chance to review the situation in more detail
for a better understanding of the concerns raised.After
review, we have found that the entire discussion got off on the wrong
foot due to the inaccurate information provided by our live support agentOur
front line agents are in no position to decide what documentation we can
accept in these cases, and we have since contacted this agent's
supervisor to ensure he is very aware of what we can and cannot accept
when contacted in regards to deceased customer's accounts
We do apologize that this caused inconvenience in providing what
documents Mr*** was able to gather, however at this time we will only be
able to accept a court order indicating the appropriate party is the
rightful heir to the contentWe understand there was no will involved
with the estate however a court should still be able to furnish a
document indicating who the appropriate owner will be
We also understand this seems like an undue burden however please
consider that as HostGator is not a legal entity, we are not in a
position to simply accept a death certificate considering these are
typically publicly available, nor are we able to accept a notice from a
related individual as we are not in a position to determine if any
parties in fact are related and whether or not that relation would be
the appropriate inheritorWe offer our apologies once more for the loss and frustration this experience has caused, and at this time we have connected Mr*** with a member of our management in order to provide more attention to any further documentation that can be provided

[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 spoken by telto the business (Hostgator) complaint ID ***, & accepted the resolve to my complaintHowever, it will not be completed until I in fact receive the amount of money they promised to restore to meThis will take up to one week.If they do, I find that this resolution would be satisfactory to me.I request to have this complaint remain active until such time as I receive all the money owed to meI will inform you when this happens.Thank you so much for your assistance with this matter.Sincerely,*** ***

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
Hostgator has still not responded to any of my concerns I outlined in my complaintI'm still waiting for an actual response to the issues I raised
Regards,

Hello,We were sorry to hear about the issue that Ms *** had contacted our compliance team in regards to. Our compliance team did follow through on those requests and the content was removed.To clarify the content in question was not hosted on Hostgator servers, however steps were still
followed by the compliance team to assist Ms *** with getting this resolved.At this time the content has been taken down that was reported. If Ms *** has any additional concerns we ask that she contact our management team at [email protected] and we'll be more than happy to assist

Good Afternoon,We'd like to start by offering our apologies for this early billingAfter review of the situation, we found that there was a request to update the account's billing cycle which was performed, however our billing agent did not correctly update the next renewal date so the invoice for
renewal did come a year earlierAlthough we cannot typically guarantee that refunds to different currencies will match the initial amount, as this billing was in error we'll be glad to work with *** *** to ensure she has not lost funds on the situation.We've attempted to reach *** *** via phone to go over options to receive the difference in payment but unfortunately reached voicemail so we've followed up via e-mail as wellRegrettably we have not heard back at this time but the e-mail thread has been assigned to our direct management so if *** *** could please reply back at her earliest availability, we'll be glad to follow up with her to resolve this situationIf for any reason our e-mail was not received, our management can be reached via *** and we ask that *** *** please references ticket ***

Hello,We were sorry to hear about MrLourie's Website resource concern.Not all websites work well in the shared hosting environment and resource usage is not always due to traffic as was the case in this situation. The website in question was opening multiple database connections which were
not properly being closed out causing a large number of simultaneous connections.A shared hosting package allows a maximum of simultaneous MySQL connections per cPanel. Most database connections open and close within a fraction of a secondA forum for example with active members will rarely hit simultaneous connections.Although the hosting package would not normally qualify for a refund due to being outside the day money back guarantee time frame a prorated refund was processed for MrLourie to resolve this amicable.At this time we have not received any follow up questions or concerns from MrLourie. If any should arise we ask that MrLourie 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

Hostgator has provided all information that is available in regards to the transaction that Ms*** used to purchase hosting which was refunded back to the credit card that was used for the purchase in question.As previously stated the full credit card number used for any transaction is not stored by Hostgator or the payment processor. All companies that accept credit cards on line including the payment processor must follow *** compliance requirements which do not allow the full credit card number to be stored. If those requirements were not followed the company would not be able to accept payment by credit card

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 monies that I paid to Hostgator were received by HostgatorThe refund I am owed I haven't received from HostgatorIt is Hostgator's responsibility to provide the client with adequate information to either ensure the client receives their refundHostgator provided me with the first and last numbers of the prepaid credit cardThis isn't enough information for the financial institution to refund my moniesBesides this, I advised Hostgator my monies would need to be refunded by either an e-transfer or cheque via mail methods at the time of cancellationI spent numerous hours on the phone with Hostgator representatives trying to resolve this issueI wouldn't purchase Hostgator services in future based on this, my only, experience with them
Regards,

Hello,We were sorry to hear about Mr*** experience with his SSL.Unfortunately when the SSL provider revokes the SSL the only option is to reorder the SSL in question and reinstall it. This was further complicated due to the communication that was recieved in regards to the SSL was
provided in a ticket that was for a different SSL which delayed this being corrected.At this time the new SSL has been installed to the URL in question and as a courtesy the invoice for the SSL has been refunded. If any additional questions or concerns should come up we ask that Mr*** please respond back to our recent e-mail or contact our management team directly at [email protected]

Hello,We were sorry to hear about Ms***'s concern when the *** in question had to be restricted.On a shared server there is a limit of processes per *** Most ***s will work perfectly with a concurrent process. Processes open and close so quickly that they hardly ever
overlap. Hostgator's goal is always to keep all client ***s *** Even when a client exceeds this limit the server monitor team only takes action if there is a concern that it is causing an issue on the server or putting the server at risk.Unfortunately the *** in question was hitting processes concurrently and those processes were not dropping as would be expected. The server monitoring team did take the steps to restrict the *** to protect the server and all clients data on that server. At the time that the restriction was placed an email was also sent to the client at the e-mail address that was provided as a contact e-mail to make them aware of the situation and the action that was taken.This can be a very frustrating experience for any client and we understand and empathize with that frustration. However it can also indicate that the *** and business in question has grown in its internet presence, traffic, and authority and is outgrowing the shared hosting environment.There was some additional questions and concerns as well as confusion in regards to the hosting service that was purchased to resolve the issue and how long it would take to setup the new service along with the time frame that a courtesy migration would take if it was performed by Hostgator The new hosting service that was purchased required to hours to be provisioned or setup before it would be active. The courtesy migration of the content from the shared hosting package to the *** *** *** would take a minimum of hours to complete by our migration team. Unfortunately this was not well communicated at the time of the purchase of the new hosting package.At this time we have been in communication with Ms*** and her IT team and provided a refund for the *** *** *** and provided a credit as a courtesy for the confusion in regards to that hosting package and have not received any additional questions or concerns. If any should arise we ask that Ms*** please respond back to the recent e-mail communication or email our management team at [email protected] and we will be happy to offer assistance

We were sorry to hear about Mr***'s concern when cancelling his service.The cancellation ticket that Mr*** had submitted did not include a request for the domain to be cancelled when cancelling the hosting package. The administrater that processed the cancellation request did reply
back asking if Mr*** would also like to cancel the domain, unfortunately there was no reply to that query.As stated in the Terms of Service which can be reviewed at https://www.hostgator.com/tos that were agreed to at the time that the service was purchased domain registrations and renewals would not normally be eligible for a refund To resolve this amicable a refund has been submitted for the domain in question and we have not received any follow up questions or concerns from Mr***. If any should arise we ask that Mr*** please respond back to our recent e-mail communication or contact our management team at [email protected] and we will be happy to offer assistance

Greetings,Thank you for bringing this situation to my attention. While it’s unfortunate to see the misunderstanding that’s taken place I’m happy to explain the naming of the servers as well as offer you hosting on another server which I see was offer in ticket ***. Though the
reseller account seems to be cancelled already, I do see you still have a shared account. If we can work through this I’d be happy to allocate the reseller account for you free of charge for a few months on a different server.As for clarity on the naming of the server, as was explained by our Customer Service Manager Michael, our reseller servers are named after cars as has been the case since we started selling reseller hosting many years ago. In this particular case, the server your new reseller account was allocated to has a hostname that is named after the ‘Bimbo *** VRacer.’ We do apologize for the confusion and what’s a clear misunderstanding, but I can assure you the naming does refer to the car which follows the naming scheme on all our reseller servers.The other thing worth noting is that there are hundreds of users on that server, and while I understand your concern with the naming, we did offer you a courtesy migration to another server and have not had a single other complaint about the server’s hostname. The other problem with updating the name of this server as you’ve requested, is that by doing so it would potentially affect a large number of users already on the server using that hostname in urls or paths coded into their sites. As a result of that technical hangup, there is simply no way for us to make such a change after accounts are being allocated.If you’d like to give us another chance, please let me knowI’ve assigned *** to myself and look forward to hopefully getting you a reseller account on another more suitable server.Best Regards,Joshua M***

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
1st The page they eventually told me was malware was a page without ANY traffic It's an old page I haven't used for years So NO consumers were at risk.2nd The initial message I received gave me a bogus URL where they claimed I had malwarebut later, with I sent this complaint, they mysteriously told me the exact location of the problem URL I was able to delete it easily and quickly Why couldn't they just give me that ultimate URL initially? PLUS, there was never any proof that there was malware on there.3rd I paid for a service that was supposed to keep my sites protected Once I contacted that service they said I only paid for a "basic" version that only protected a few pages on the site I had to pay more for complete protection This was never explained to me and I believe is misleading and an attempt to extort more money from customers.4th AFTER I made this complaint, my sites mysteriously had new issuesimages not showing upsite missing completely, etc Most on sites I hadn't touched in months
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 *** and find that this resolution would be satisfactory to me