American Septic Company

Hello,We apologize for any frustrations related to the issues experiencedToday we were in contact with *** and worked out all the issues and concerns of theirsWe addressed the issues with getting the authorization key required to transfer domain registration to a 3rd party registrar and also
help with how to create full backups of the content on the server.Also a direct line of communication was setup with our customer service management team so if there is any further concerns we have a way of communicating directly

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
When my website was down first time without any notice, it took them more than days to get back to me with a proper answerThat was because I filed complaint with Revdex.com.No I am in process of cancelling my serviceI don't want to close this complaint until I get my refund
Regards,** ***

Hello,We were sorry to hear that due to malious content Mr***'s site was temporarily restricted until the malicious content was removed The location of the malicious scripting was provided to Mr*** by our security team to assist him with resolving this as quickly as possible. The restrictions that were placed on Mr***'s hosting service were removed shortly after our security team were notified that the malious content had been removed.Once malware is reported Hostgator is obligated to take immediate action to protect Hostgator's network reputation, clients, and any visitors to the website in question. The security of a clients site is the clients responsibilityThis is covered in the Terms Of Service which can be reviewed at https://www.hostgator.com/tosAccount Security and HostGator Systems.AIt 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 accountDAny account which causes us to receive an abuse report may be terminated and/or have access to services suspendedIf you do not remove malicious content from your account after being notified by HostGator of an issue, we reserve the right to leave access to services disabledIn our previous communication we also made Mr*** aware that at that time it was due to having Hot Link Protection Enabled and would be happy to assist with a root cause analysis to assist with determining if this was also the case in the most recent report.In regards to the *** package purchased, our checkout page provides a break-down comparison chart with what the service that was purchased includes. This information was provided to Mr*** in his previous communication on 03/01/ Once malware is reported Hostgator is obligated to take immediate action to protect our network reputation, our clients, and any visitors to the website in question. The security of a clients site is the clients responsibility To assist our clients Hostgator does recommend ***'s services to assist clients with these concerns. Our client's are not obligated to use ***'s services or products and can monitor their sites themselves or use any service that provides these services. *** does provide a discount to our clients for those services.Hostgator rejects the accusation that server security has been reduced in any way to sell another companies product.Although Mr***'s hosting is not eligible for a refund if Mr*** would prefer to cancel the hosting service to resolve this amicable we would be open to providing a prorated refund of any remaining time for the service. We would not be able to provide a refund for any services that have already been provided.At this time we ask that Mr*** please respond back to our e-mail communication to assist with any additional questions or concerns using our current e-mail thread or contact our management team directly 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 ** ***, and find that this resolution would be satisfactory to me

Good Afternoon,First and foremost we'd like to apologize for any trouble Mr*** had while attempting to contact us, however we must be clear that we did not actively prevent him from using our live chat serviceWe'll certainly spend time to attempt and replicate the report provided, however we
handle thousands of live chats each day which would indicate that any potential issues are not very widespread.Next, we understand that Mr*** states he requested cancellation via e-mail but has since deleted that e-mailRegardless of whether or not this message was deleted on his end, our ticket system will permanently log any e-mails we receive and we have no record of any contacts from the e-mail address providedAlso, we do not actually process cancellation requests via e-mail as it is stated in our terms of service that customers agree to submit these cancellation requests through our form here : https://hostgator.com/cancelWe've also attempted to review the report that phone calls were not answered however from the phone number provided, we have not found any evidence of unanswered callsAlso, Mr*** seems to be under the impression that our customer service is based in India which is also not the caseFinally, although our terms of service does state that we will continue to invoice the account until a cancellation request is submitted through our request form, once those requests are received we do not demand payment of unpaid invoices as those will be deleted upon cancellationSimilarly we do not report any unpaid invoices to creditorsAt this time Mr***'s account has been fully canceled and we have removed all unpaid invoicesIf we can be of any further assistance we ask that Mr*** please contact our management at [email protected] and we'll be glad to help

Hello,We were sorry to hear about Mr***'s concern.We were able to find the account associated with the charge Mr*** had inquired about. Unfortunately with out Mr*** being able to verify the account in question we were not able to provide any information in regards to that
account to Mr***.The charge in question was reversed and refunded back to the credit cardThe owner of the account on file was also contacted.At this time we have not received any follow up questions or concerns from Mr***. If any should arise we ask that Mr*** please respond to our recent e-mail communication or contact our management team at [email protected] and they will be happy to offer 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
I have responded to all prior emails received regarding this complaintHostgator and myself are currently working on the issues and will contact the Revdex.com when issues have been correctedPlease REOPEN this case. Thanks you

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 10/8/6:11:AM and assigned ID ***
Regards,

Sent: Monday, May 02, 10:AM Subject: Complaint # *** Hello, Unfortunately this individual has continued to misrepresent the situation by changing the amount of downtime faced following each rejectionOriginally they reported an issue for a few *** then continued to inflate the amount of downtime faced which is now falsely being reported as *** They are now requesting a refund of over $which they would not qualify for and they have continued to misrepresent the situation in their responses by claiming we have not credited their account for last month of service. They then have demanded a refund of roughly year of service for issues that lasted a few days during March which the account would not qualify forAs per our terms of service they have been credited more than what they were due and our network guarantee states that we provide account *** not refunds : https://hostgator.com/tos =========================== Uptime GuaranteeIf your shared or reseller server has a physical downtime that falls short of the 99.9% uptime guarantee, you may receive one (1) month of credit on your accountThis uptime guarantee does not apply to planned maintenanceApproval of any credit is at the sole discretion of HostGator and may be dependent upon the justification providedThird party monitoring service reports may not be used for justification due to a variety of factors including the monitor's network capacity/transit availabilityThe uptime of the server is defined as the reported uptime from the operating system and the Apache Web Server which may differ from the uptime reported by other individual *** To request a credit, please visit http://support.hostgator.com to create a support ticket to our Billing department with justification [within thirty (30) days of the end of the month for which you are requesting a credit]Uptime guarantees only apply to shared and reseller *** Dedicated servers are covered by a network guarantee in which the credit is prorated for the amount of time the server is down which is not related to our uptime guarantee =========================== Also, they have included their full credit card number in their response which we believe needs to be censored or removed. At this time we'd like to ask that this complaint be closed as we have credited the account more than what was due and continue to receive rejections with information and lack of understanding on the agreement between HostGator and it's *** -- *** Jonathan H*** Customer Service Supervisor HostGator.com

We were sorry to hear about Mr***'s concern and that the hosting service did not meet the Mr***'s expectation.In reviewing the account the three invoices in question had been canceled and refunded as promised on May 29, 2017. Although the funds are immediately withdrawn
from Hostgator's account when a refund is processed Hostgator is not a financial institution and would not have any control on how quickly the funds are reflected back to Mr***'s account or the funds availability policy of any client's financial institution.At this time we have not received any follow up questions or concerns from Mr***. 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 Morning,To provide a bit of background information, our affiliate program is setup to provide payments for individuals who promote HostGator to individuals in need of web hosting servicesAs we provide payments of between $- $per sign-up, unfortunately the affiliate program is the
target of a high rate of fraud by individuals who attempt to siaccounts on their own, claim to be separate individuals, then recoup the money spent on signing up from our referral paymentsAs such, we have strict rules in place which are based off the ways we have found individuals attempt to scam the system.In this case, our original denial of the referrals was based off an error which we apologize for, however after investigation, we have found that the actual sign ups were all done by the affiliateThis was also admitted to in writing by ***, which we can provide evidence of as neededAny affiliate handling the sign-ups for the customer is against our terms of service which can be confirmed here : http://www.hostgator.com/tos/affiliate-tos--------------------------------------...⇄ Payment.Commissions deemed due and owed to you under the program will be paid to you directly by hostgator.com after any holding period and in accordance with a regular payout cycle established by HostGator.comNo commission will be paid for signups by you, your household, or anyone within your organizationHostGator reserves the right to only pay for referrals that are activeActive is defined by clients with a website and domain name pointed to a HostGator server with user uploaded contentCommissions can be earned per each new client referred through the unique affiliate linkAn existing customer, defined by any client who has had an existing account with us at anytime in the past, would not be eligible for a commission with the programReferrals who have signed up using free domain name services will be subject to manual inspection and may be deemed invalid by HostGatorWe reserve the right to cancel any of your affiliate coupons, even if you are currently using the couponAll coupons created internally for HostGator promotion are ineligible for affiliate commission.---------------------------------------------------------------------...⇄ consider that our affiliate program is to promote HostGator as a brand and if affiliates are handling the sign-ups of customers for the customers, those individuals might not ever even hear of HostGator as a brandAdditionally, if an affiliate is signing up customers without their involvement, this could mean that the individual is not being given a chance to review and consent to our terms of service, which is a serious concernAs such, these rules are in place to make sure individuals are not circumventing the sign up processWhile we wish we could give every affiliate the benefit of the doubt, when we're talking about hundreds of dollars in payments, we must stick to our policies which have been shown to successfully prevent fraudRegardless, as a one time courtesy for the past business *** has sent us, we have been in touch to offer the $as a final payment on the affiliate accountUnfortunately we have not heard back on that communication quite yet so if *** has not received our contact, we ask that he please contact our management at *** referencing this response and we'll happily arrange payment

Hello,We are currently in communication with Mr*** and will continue to work with him on the issues that he has brought to our attention

Revdex.com:
I have reviewed the response made by the business in reference to complaint ** *** and find that this resolution would be satisfactory to me

Good Afternoon,We'd like to start by offering our apologies for the trouble getting *** Apps to work on this new accountWe certainly always want our customers to get started on the right foot with us so we were sorry to see there were errors during the setup processHaving said that, there
were a few points in this complaint that we must clarifyFirst, we have reviewed our logs and see that the *** Apps account was never actually setup due to an error in our automated setup processWhile we understand Mr*** received somewhat conflicting information from ***, we have confirmed that the account was never initiated so the users could not have been added.Once this error was reported, we did follow up on the 6th of January requesting the details of the account Mr*** would like to have manually setupWhile we of course always want all tickets handled as quickly as possible, unfortunately Mr*** had decided to cancel his services days later before we had a chance to setup the *** Apps accountUnfortunately there seems to be a misunderstanding in that Mr*** seemed to have the impression that the *** Apps account could still be used after canceling service with HostGator, however that is not the case as we a reseller for *** and the support is through HostGator and not directly with ***We apologize if that was not made clear, however following the cancellation request on the 8th we did cancel all services and provide a full refund of all payments including what was paid for *** AppsDue to the way the *** Apps service integrates with HostGator, we will be unable to provide *** Apps for individuals who do not have an active hosting plan with us, meaning at this time we must refer Mr*** to *** if he wishes to use the *** Apps service.We appreciate the chance to address this complaint and if we can be of any further assistance, our management is available for contact via [email protected]

Hello,We were sorry to hear about Mr. [redacted] concern with the pricing for dedicated IP's and appreciated that he brought it to our attention.There has been a recent increase to the price of a dedicated IP, unfortunately not all pages of our website have been updated to reflect the new...

pricing.  We did understand the concern that Mr. [redacted] had when comparing his invoices to the information provided on our website and have provided a credit back to his account for the difference in that pricing.At this time we have not received any follow up questions or concerns from Mr. [redacted] and the credit has been provided to his account.  If any should arise that we can assist with we ask that Mr. [redacted] 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,We've since had a chance to investigate the spam troubles and have found that further fine tuning of the [redacted] service was needed as the majority of messages still making it through had a lower spam score than the filter was configured to flag. Following our changes we have...

seen a significant drop in the amount of spam making it to the inbox and have a direct line of communication setup between [redacted] and our management. In case further adjustment or investigation is necessary, we ask that [redacted] please reply back to that message or contact us directly at [redacted] and we'll be glad to help.

Tell us why here...Hello,We were sorry to hear about Mr. [redacted]'s concern with the hosting service renewal.In addition to the Terms Of Service which was agreed to at the time that the hosting package was purchased it also provides the following information on the sign up page:"Qualified packages...

include instant activation and 24 hour support. Introductory prices apply to the first term. Money-back guarantee applies to hosting and domain privacy. All plans and products automatically renew for the same term length at regular rates, which will be available in your control panel. Unless you request a change or cancellation, the payment method provided today will be used for renewals"The hosting package was outside the 45 day money back guarantee and would not normally be eligible for a refund, however to resolve this amicable we have offered a prorated refund for the remaining time from the date that the cancellation request was submitted.To address the concerns that Mr. [redacted] presented we would request that Mr. [redacted] review the Terms Of Service that Mr. [redacted] agreed to which can be reviewed at https://www.hostgator.com/tosSection 11 Subsection B11. Billing and Payment InformationB. Autorenewal.Unless otherwise provided, you agree that until and unless you notify HostGator of your desire to cancel the Services, you will be billed on an automatically recurring basis to prevent any disruption to your Services, using your credit card or other billing information on file with us. At this time we have not received  Mr. [redacted]'s confirmation to proceed with the prorated refund and ask that he respond back to the recent e-mail communication with that confirmation and we will be happy to process that request.

Greetings, We regret to hear about these issues related to our refund policy. We did attempt to call the phone number provided to the Revdex.com to further discuss this matter. Also we have sent a follow up to a ticket that is assigned to the customer service management team. [redacted]. We...

did find that we were working on this with the customer through the ticket before this complaint was raised and we never heard back from them. We will be glad to resolve this issue by providing a pro-rated refund in relation to the cancellation request but we do require confirmation of the cancellation in [redacted] before we can proceed any further.

Hello,We have reviewed the information that [redacted] has provided in regards to getting access to a billing account as well as the information provided to our billing team in regards to the account.  Unfortunately the documentation provided does not meet the requirements to verify...

ownership of the account in question.To clarify the security pin would be created by the owner of the account at the time of signing up for the account and at any time can be reset from inside the billing account.  It would not be something that is created or sent by Hostgator.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.At this time we have spoken with [redacted] and worked to clarify what can be provided to verify account ownership.  If [redacted] has any additional questions we ask that [redacted] respond back to the recent email communication or contacts our management team at [email protected] and we will be happy to continue our conversation.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  The refund was completed as of June 9, 2015. Matter has been resolved.