We apologize for the downtime experienced by the customer during the migration process. A senior support specialist has responded to the customer and offered solutions to assist him further. In addition, we have granted him the credit that was requested.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
To Whom it May Concern,We respond to this complaint as follows. Mr. [redacted]'s iPage account was flagged as a result of what appeared to be an illegitimate use of our services. As a web hosting company, we reserve the right to investigate all complaints that are received, and take necessary...
action at our sole discretion if it is deemed that there is fraudulent activity taking place through our website or email services. Upon reviewing a third party complaint about Mr. [redacted]'s website activity we launched an investigation and it was determined that we were no longer the most appropriate provider due to the apparent violations of our Terms of Service. Upon deciding we could no longer host Mr. [redacted]'s website we issued a full refund and assisted him in gaining access to his domain. He was advised that we could not provide him access to his website files due to the nature of the complaint and that per our Terms of Service : "Users should always copy all content of a Web site to a local computer and iPage strongly suggest that Users make an additional copy (on tape, CD, multiple floppy disks, another desktop, or elsewhere) to ensure the availability of the files. IT IS THE USER'S SOLE RESPONSIBILITY TO MAKE OFFLINE, BACK-UP COPIES OF THE USER'S WEB SITE AND USER CONTENT AND DATA. NOTE: IT IS ESSENTIAL THAT USERS BACKUP FILES OFFLINE, EVEN IF USER PURCHASES OR HAS PRODUCTS, SUCH AS SITE BACKUP AND RESTORE". Mr. [redacted] has been advised that he may contact us if he has any further questions or concerns and we would be more than happy to assist him. Thank you,iPage Customer Relations
Our Corporate Support Team has made multipleattempts to follow up with this customer regarding their chargeback reversal.Our Team sent this customer an email on 2/16 as well as 2/18 requesting prooffrom the bank/financial institution indicating the chargeback reversal has beencompleted. As of today we still are not showing the reversal, and must requestproof from the bank that the chargeback has been reversed. Unfortunately thiswill be the only way for us at this point to prove that the reversal has beendone. If we do not have this proof, i.e. billing statement or letter from thebank, we would not be able to issue the refund without this documentation
Our Corporate Support Team had made an attempt to contact this customer viathe phone number provided within this complaint, however we kept gettingdisconnected when attempting to leave a message. Therefore our team sent afollow up email to this customer so that we can address their concerns one...
onone. During our research of this customer’s concerns over the “Reseller” program,we were able to locate multiple accounts listed under this customer’s emailaddress. With this being said, since this customer does have multiple accountsactive on our platform, we could see where our Reseller program may be abenefit to this customer in terms of account management. With this being said,We are more than happy to refund this service back to this customer, however werequest this customer to follow up with our team through the email sentproviding the account Username of the Reseller account so that we can issue afull refund as promptly as possible. With regards to this customer’s weebly issues, we also request this customerfollow up with our email outlining exactly what their issue is so that we canengage our Engineers and possible the actual developers of the Weeblyapplication if needed. If we are unable to correct the issue during theappropriate timeframe, we will be glad to issue this customer a full refund ofthis specific account.
To Whom It May Concern,We respond as follows to this complaint.We have reviewed Mr. [redacted]'s account and contact history with us and have determined where it is we could have done a better job at communicating the changes that occurred with [redacted] in a more efficient manner. We have notated Mr. [redacted]'s feedback as well shared his comments with our executive management and engineering teams so that we may improve on how we respond to these scenarios going forward. Sincerely,Fatcow Customer Relations
To Whom It May ConcernWe respond to this complaint as follows. [redacted] did provide his [redacted] information on March 1, 2016. As we did not have the [redacted] information in a timely manner we chose to move forward with issuing a check of $300.00 on February 26, 2016 so we could amicably and quickly resolve the issue.The refund has been sent by check to ensure there is no confusion and ensure the refund is collected by the customer. The check has been sent to the account information on file, which is:[redacted]Regards.A Small Orange Customer Relations Team
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. For your reference, details of the offer I reviewed appear below.Services not rendered should be refunded.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint.On September 9, 2017, Mr. [redacted] contacted the Revdex.com to inquire about his experience with our support in response to the renewal of his hosting services. We have thoroughly reviewed the account in order to...
understand the context of Mr. [redacted]'s complaint. We understand the experience to be due in part to the confusion of one of our support agents. We referenced past purchases on Mr. [redacted]'s account, and confirmed the correct information. We also explained to Mr. [redacted] when and how we attempted to reach out to him regarding his account expiration. We have reached out to Mr. [redacted] to address his concerns and have offered Mr. [redacted] a discounted rate on his upcoming term, resulting in the cost of $227.76 USD for 24 Months Plus Hosting. In addition we have offered an extra month of free Plus Hosting to offset the necessary purchase to process the discount. We have left a line open for Mr. [redacted] to contact us should he have any further questions or concerns. Thank you for bringing this matter to our attention.BlueHost Customer Relations
To Whom It May Concern:We respond as follows to this complaint.On 5 August 2017, Mr. [redacted] contact our technical support in order to gain access to his account. During this initial call he indicated that he was locked out of his account because he had forgotten the password, and could not reset...
the password because he no longer had access to the email address on file. During his initial call with support, he requested that he be validated via other means than providing the last four characters of his hosting password, which is our standard method of validation. On 6 August 2017, Mr. [redacted] contact our support agents again, and was informed that he could validate by sending in a copy of his driving license to [redacted], which he did. Mr. [redacted] contacted support at least once per day for the next several days, (6 August, 7 August, 8 August) for status updates on his support ticket. From our research into the issue, it is not clear that Mr. [redacted] was given complete or accurate information about the status of the ticket. On 9 August, Mr. [redacted] contacted our phone support for an update; during the second call (which our records show took place shortly after this complaint was submitted), our support teams were able to escalate the issue and change the email address on file to [redacted]. From this point forward, we see from the notes in Mr. [redacted]’ account that he was able to update his password, log into his account, and make payment on his web hosting package, which was nearing expiration.Although we are glad to see that Mr. [redacted] was able to resolve the issue at hand, we are sorry that a solution from our support staff was not more easily available. We always hope to provide customer-friendly solutions for account access, but in this case it appears that the issue was simply passed around without escalating to the appropriate parties in a timely manner. By the time we were made aware of this issue, it appeared that Mr. [redacted] was able to solve it independently of the Customer Relations Team’s support. We have engaged the support staff involved, as well as their managers, and are ensuring that this experience be used as a coaching opportunity to prevent similar issues from occurring in the future.We have reached out to Mr. [redacted] via phone and by email, and while we have not yet received a response from him, we remain open to providing any remaining support he may need with regards to this issue. We have also provided Mr. [redacted] with a direct point of contact on the Customer Relations Team should he have any remaining concerns to be addressed.Thank you for bringing this matter to our attention.Kind regards,Bluehost Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Does not address concerns raised whatsoever. Entirely counterproductive and unhelpful response. Will be following up further. Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
To Whom It May Concern, We respond as follows to this complaint. On 02/06/2016 [redacted]. [redacted] was auto-renewed into a three year subscription for the hosting associated with his domain [redacted]. Mr. [redacted] has stated that he did not receive notifications regarding this renewal and that since...
his initial sign up was three years ago, his memory may not have recognized what the notifications were pertaining to. After noticing this renewal charge he immediately called in to address and resolve what had transpired. The agent he had spoken to assured him that he would be receiving his refund within 7-10 business days. The next day , however, he received an email from our Fatcow team stating that he was not due a refund in light of how much time had passed since the payment was processed. The payment in question was charged on 02/06/2016 and disputed by Mr. [redacted] with us on 3/14/2016. Our policy states that we cannot refund anything over 30 days. This email prompted Mr. [redacted] to initiate a chat session with one of our agents through our Fatcow website. In this session Mr. [redacted] requested that we honor a prorated refund based off of his unique situation. This request was not fulfilled. Compiling the costs that Mr. [redacted] has incurred amounts to 457.02. This amount is what Mr. [redacted] is seeking for his resolution. We have since addressed Mr. [redacted]’ s concerns and have processed what he has requested in full. On 3/16/2016 we were able to refund Mr. [redacted] for $394.20 for his hosting, $32.85 for SiteLock and 29.97 for Domain Privacy. These charges amount to $457.02, which is what Mr. [redacted] has requested to resolve his complaint. We received Mr. [redacted]’s Revdex.com complaint on 3/15/2016. We have reached out to the phone number provided in the complaint twice in an effort to explain what we have done to resolve this issue and to address any other concerns that he may have. In both cases we have left messages indicating that we would like to clarify that his request had been met and that we are willing to address any others. Our stance on Mr. [redacted]’s complaint is that we have processed what he has requested for a resolution and consider this issue to be resolved.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Endurance International Group refused to provide me with any of the services I have paid for. I have made several attempts to contact their company. I have contacted the support manager, escalated call center, contacted the parent company of [redacted] at headquarters several times, called the phone support line, tried contacting the media and press contacts for Endurance International Group, left message for investor relations at Endurance International Group and so forth. The company refuses to provide me with the services or support I have paid for. They refuse to respond to support questions. I will have to sue them.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint. Ms. [redacted] contacted us on October 11, 2016 with problems editing the contact page in our Website Builder program. Our agent was unable to replicate the same issue but attempted to assist the customer. We were contacted again on...
October 12, 2016 by Ms. [redacted] regarding a different problem she was experiencing with the Website Builder. She was receiving an internal server error upon editing the social media contact buttons on the footer of her website she was building. A support ticket was created at that time to further investigate the issue. One of our Technical Specialists contacted Ms. [redacted] on October 13, 2016 via email advising her that we were unable to find the social media icons in the footer but that they had been properly added to the header of the site and that if she was still trying to add the icons to the footer and experiencing further issues to provide us with approval to add them for her.Ms. [redacted] contacted us again on October 13, 2016 advising us of another issue she was experiencing with her Website Builder no longer allowing her to access without choosing a new template and starting over. She advised us she had put 36 hours into building her website already, so another support ticket was created to investigate this issue. A Technical Specialist reached out to her later on that day via email advising her we were unable to replicate the same issue she experienced and that it may have been a temporary issue she was experiencing. Again on October 13, 2016 Ms. [redacted] contacted us about her Website Builder because she was receiving an error upon trying to update one of her social media icons. One of our Technical Specialists reached out to Ms. [redacted] on October 14, 2016 via email apologizing for the inconvenience and explained that we have created a bug report for the problem reported with the Website Builder. We advised her in the email unfortunately, we could not provide an exact time frame but the issue will be resolved at the earliest time possible by our Engineering Team. Upon receiving this complaint, we attempted to call Ms. [redacted] on October 19, 2016 leaving a message with her voicemail. We followed the call up with an email apologizing for the problems she has been experiencing since starting with us and that our Engineering Team has been working to resolve any bugs that have been discovered with the Website Builder program. As a courtesy she was offered 3 months worth of credits on her account for the inconveniences she experienced as well as the option to cancel her account and receive a full refund if she did not want to continue services with us. We have since resolved this complaint with Ms. [redacted], she accepted the 3 months of credits to her account and would like to continue her services with us. Thank you,iPage Customer Relations
Hello,We were sorry to hear about the confusion Ms. [redacted]'s had with the billing cycle for the hosting package that was purchased. In order to take advantage of the discount offered for a two year hosting service, the full price of that package for the two years would be paid at the time of...
signing up for the service.The cancellation team had confirmed with Ms. [redacted] through the ticket that a monthly plan would be a better solution at this time and moved the ticket to the appropriate ticket queue to complete the billing cycle change. Unfortunately due to the number of requests in that queue the updated request to cancel the service that Ms. [redacted] had updated the ticket with had not been processed.At this time we have processed the cancellation request and submitted the refund request for a full refund following the 45 day money back guarantee that we offer all clients. If Ms. [redacted] has any additional questions or concerns that we can assist with we ask that Ms. [redacted] please respond back to the recent e-mail communication and we will be happy to continue to offer assistance.
To Whom It May Concern:We have attempted multiple times to get in contact with the complainant. Our first point of contact was on 04/25/2016. We called the customer but there was no answer so we had left a voicemail to the number they provided in the complaint. We called the customer on 04/26/2016...
and left another voicemail in which we provided a direct phone number to our line. Additionally, we had sent the customer an email informing them that we are attempting to get in contact to get this issue resolved. We received an email back from the customer on 04/27/2016 stating that they will be giving us a call later today. We replied back to the email stating that we were looking forward to it. Unfortunately, we never received the call. Since we never recieved the call, we had attempted to call the customer one last time and we ended up leaving another voicemail.The customer can feel free to call us anytime to get this issue resolved and we will be more than happy to notate their feedback.Regards,iPage Customer Relations
Thank you for the opportunity to address this complaint.Hosting accounts are enrolled in auto renew at sign up (in accordance with our terms of service). Customers can opt out of auto renew for hosting charges by contacting our billing team or by accessing the Account Renewal form in the control...
panel. Since the customer did not request to cancel the hosting services, the customer was billed $323.64 for the renewal of the iPage Hosting Package on February 28, 2015.According to the notes on the account, the customer did disable auto renewal for his domain name on March 3, 2013. However the hosting charge is a separate fee and auto renewal needs to be disabled separately for hosting to avoid future hosting charges. We apologize for the confusion caused by this.We have since reached out to the customer. At his request, we have canceled the account. In addition we have issued him a full refund of $323.64. The refund should post to his credit card statement in 2 to 3 business days.Please contact us if there are any further questions regarding this matter.
Greetings,We were sorry to hear of the trouble Mr. [redacted] has faced with getting started as we certainly always wish for our customers to get off on the right foot with us. After investigation we have found that Mr. [redacted]' account encountered an issue with our system that is...
regrettably a bug in the coding of our platform. Typically we would be able to resolve e-mail issues such as this very quickly but regrettably the nature of this particular bug means that our developers must spend time sorting through the code to determine where the automated error is occurring. We've since escalated the related ticket to work on alternative work arounds to resolve this issue but unfortunately have not yet heard back from Mr. [redacted] on our recommendation. We will be keeping an eye out for any updates and will continue to assist in any way we can. If full resolution cannot be met, we are certainly open to discussing a full refund for the services. We appreciate the chance to address this matter and will be watching for any updates.
We apologize for the downtime experienced by the customer during the migration process. A senior support specialist has responded to the customer and offered solutions to assist him further. In addition, we have granted him the credit that was requested.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Regards,
[redacted]
To Whom it May Concern,We respond to this complaint as follows. Mr. [redacted]'s iPage account was flagged as a result of what appeared to be an illegitimate use of our services. As a web hosting company, we reserve the right to investigate all complaints that are received, and take necessary...
action at our sole discretion if it is deemed that there is fraudulent activity taking place through our website or email services. Upon reviewing a third party complaint about Mr. [redacted]'s website activity we launched an investigation and it was determined that we were no longer the most appropriate provider due to the apparent violations of our Terms of Service. Upon deciding we could no longer host Mr. [redacted]'s website we issued a full refund and assisted him in gaining access to his domain. He was advised that we could not provide him access to his website files due to the nature of the complaint and that per our Terms of Service : "Users should always copy all content of a Web site to a local computer and iPage strongly suggest that Users make an additional copy (on tape, CD, multiple floppy disks, another desktop, or elsewhere) to ensure the availability of the files. IT IS THE USER'S SOLE RESPONSIBILITY TO MAKE OFFLINE, BACK-UP COPIES OF THE USER'S WEB SITE AND USER CONTENT AND DATA. NOTE: IT IS ESSENTIAL THAT USERS BACKUP FILES OFFLINE, EVEN IF USER PURCHASES OR HAS PRODUCTS, SUCH AS SITE BACKUP AND RESTORE". Mr. [redacted] has been advised that he may contact us if he has any further questions or concerns and we would be more than happy to assist him. Thank you,iPage Customer Relations
Our Corporate Support Team has made multipleattempts to follow up with this customer regarding their chargeback reversal.Our Team sent this customer an email on 2/16 as well as 2/18 requesting prooffrom the bank/financial institution indicating the chargeback reversal has beencompleted. As of today we still are not showing the reversal, and must requestproof from the bank that the chargeback has been reversed. Unfortunately thiswill be the only way for us at this point to prove that the reversal has beendone. If we do not have this proof, i.e. billing statement or letter from thebank, we would not be able to issue the refund without this documentation
Our Corporate Support Team had made an attempt to contact this customer viathe phone number provided within this complaint, however we kept gettingdisconnected when attempting to leave a message. Therefore our team sent afollow up email to this customer so that we can address their concerns one...
onone. During our research of this customer’s concerns over the “Reseller” program,we were able to locate multiple accounts listed under this customer’s emailaddress. With this being said, since this customer does have multiple accountsactive on our platform, we could see where our Reseller program may be abenefit to this customer in terms of account management. With this being said,We are more than happy to refund this service back to this customer, however werequest this customer to follow up with our team through the email sentproviding the account Username of the Reseller account so that we can issue afull refund as promptly as possible. With regards to this customer’s weebly issues, we also request this customerfollow up with our email outlining exactly what their issue is so that we canengage our Engineers and possible the actual developers of the Weeblyapplication if needed. If we are unable to correct the issue during theappropriate timeframe, we will be glad to issue this customer a full refund ofthis specific account.
To Whom It May Concern,We respond as follows to this complaint.We have reviewed Mr. [redacted]'s account and contact history with us and have determined where it is we could have done a better job at communicating the changes that occurred with [redacted] in a more efficient manner. We have notated Mr. [redacted]'s feedback as well shared his comments with our executive management and engineering teams so that we may improve on how we respond to these scenarios going forward. Sincerely,Fatcow Customer Relations
To Whom It May ConcernWe respond to this complaint as follows. [redacted] did provide his [redacted] information on March 1, 2016. As we did not have the [redacted] information in a timely manner we chose to move forward with issuing a check of $300.00 on February 26, 2016 so we could amicably and quickly resolve the issue.The refund has been sent by check to ensure there is no confusion and ensure the refund is collected by the customer. The check has been sent to the account information on file, which is:[redacted]Regards.A Small Orange Customer Relations Team
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. For your reference, details of the offer I reviewed appear below.Services not rendered should be refunded.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint.On September 9, 2017, Mr. [redacted] contacted the Revdex.com to inquire about his experience with our support in response to the renewal of his hosting services. We have thoroughly reviewed the account in order to...
understand the context of Mr. [redacted]'s complaint. We understand the experience to be due in part to the confusion of one of our support agents. We referenced past purchases on Mr. [redacted]'s account, and confirmed the correct information. We also explained to Mr. [redacted] when and how we attempted to reach out to him regarding his account expiration. We have reached out to Mr. [redacted] to address his concerns and have offered Mr. [redacted] a discounted rate on his upcoming term, resulting in the cost of $227.76 USD for 24 Months Plus Hosting. In addition we have offered an extra month of free Plus Hosting to offset the necessary purchase to process the discount. We have left a line open for Mr. [redacted] to contact us should he have any further questions or concerns. Thank you for bringing this matter to our attention.BlueHost Customer Relations
To Whom It May Concern:We respond as follows to this complaint.On 5 August 2017, Mr. [redacted] contact our technical support in order to gain access to his account. During this initial call he indicated that he was locked out of his account because he had forgotten the password, and could not reset...
the password because he no longer had access to the email address on file. During his initial call with support, he requested that he be validated via other means than providing the last four characters of his hosting password, which is our standard method of validation. On 6 August 2017, Mr. [redacted] contact our support agents again, and was informed that he could validate by sending in a copy of his driving license to [redacted], which he did. Mr. [redacted] contacted support at least once per day for the next several days, (6 August, 7 August, 8 August) for status updates on his support ticket. From our research into the issue, it is not clear that Mr. [redacted] was given complete or accurate information about the status of the ticket. On 9 August, Mr. [redacted] contacted our phone support for an update; during the second call (which our records show took place shortly after this complaint was submitted), our support teams were able to escalate the issue and change the email address on file to [redacted]. From this point forward, we see from the notes in Mr. [redacted]’ account that he was able to update his password, log into his account, and make payment on his web hosting package, which was nearing expiration.Although we are glad to see that Mr. [redacted] was able to resolve the issue at hand, we are sorry that a solution from our support staff was not more easily available. We always hope to provide customer-friendly solutions for account access, but in this case it appears that the issue was simply passed around without escalating to the appropriate parties in a timely manner. By the time we were made aware of this issue, it appeared that Mr. [redacted] was able to solve it independently of the Customer Relations Team’s support. We have engaged the support staff involved, as well as their managers, and are ensuring that this experience be used as a coaching opportunity to prevent similar issues from occurring in the future.We have reached out to Mr. [redacted] via phone and by email, and while we have not yet received a response from him, we remain open to providing any remaining support he may need with regards to this issue. We have also provided Mr. [redacted] with a direct point of contact on the Customer Relations Team should he have any remaining concerns to be addressed.Thank you for bringing this matter to our attention.Kind regards,Bluehost Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Does not address concerns raised whatsoever. Entirely counterproductive and unhelpful response. Will be following up further. Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
To Whom It May Concern, We respond as follows to this complaint. On 02/06/2016 [redacted]. [redacted] was auto-renewed into a three year subscription for the hosting associated with his domain [redacted]. Mr. [redacted] has stated that he did not receive notifications regarding this renewal and that since...
his initial sign up was three years ago, his memory may not have recognized what the notifications were pertaining to. After noticing this renewal charge he immediately called in to address and resolve what had transpired. The agent he had spoken to assured him that he would be receiving his refund within 7-10 business days. The next day , however, he received an email from our Fatcow team stating that he was not due a refund in light of how much time had passed since the payment was processed. The payment in question was charged on 02/06/2016 and disputed by Mr. [redacted] with us on 3/14/2016. Our policy states that we cannot refund anything over 30 days. This email prompted Mr. [redacted] to initiate a chat session with one of our agents through our Fatcow website. In this session Mr. [redacted] requested that we honor a prorated refund based off of his unique situation. This request was not fulfilled. Compiling the costs that Mr. [redacted] has incurred amounts to 457.02. This amount is what Mr. [redacted] is seeking for his resolution. We have since addressed Mr. [redacted]’ s concerns and have processed what he has requested in full. On 3/16/2016 we were able to refund Mr. [redacted] for $394.20 for his hosting, $32.85 for SiteLock and 29.97 for Domain Privacy. These charges amount to $457.02, which is what Mr. [redacted] has requested to resolve his complaint. We received Mr. [redacted]’s Revdex.com complaint on 3/15/2016. We have reached out to the phone number provided in the complaint twice in an effort to explain what we have done to resolve this issue and to address any other concerns that he may have. In both cases we have left messages indicating that we would like to clarify that his request had been met and that we are willing to address any others. Our stance on Mr. [redacted]’s complaint is that we have processed what he has requested for a resolution and consider this issue to be resolved.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Endurance International Group refused to provide me with any of the services I have paid for. I have made several attempts to contact their company. I have contacted the support manager, escalated call center, contacted the parent company of [redacted] at headquarters several times, called the phone support line, tried contacting the media and press contacts for Endurance International Group, left message for investor relations at Endurance International Group and so forth. The company refuses to provide me with the services or support I have paid for. They refuse to respond to support questions. I will have to sue them.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint. Ms. [redacted] contacted us on October 11, 2016 with problems editing the contact page in our Website Builder program. Our agent was unable to replicate the same issue but attempted to assist the customer. We were contacted again on...
October 12, 2016 by Ms. [redacted] regarding a different problem she was experiencing with the Website Builder. She was receiving an internal server error upon editing the social media contact buttons on the footer of her website she was building. A support ticket was created at that time to further investigate the issue. One of our Technical Specialists contacted Ms. [redacted] on October 13, 2016 via email advising her that we were unable to find the social media icons in the footer but that they had been properly added to the header of the site and that if she was still trying to add the icons to the footer and experiencing further issues to provide us with approval to add them for her.Ms. [redacted] contacted us again on October 13, 2016 advising us of another issue she was experiencing with her Website Builder no longer allowing her to access without choosing a new template and starting over. She advised us she had put 36 hours into building her website already, so another support ticket was created to investigate this issue. A Technical Specialist reached out to her later on that day via email advising her we were unable to replicate the same issue she experienced and that it may have been a temporary issue she was experiencing. Again on October 13, 2016 Ms. [redacted] contacted us about her Website Builder because she was receiving an error upon trying to update one of her social media icons. One of our Technical Specialists reached out to Ms. [redacted] on October 14, 2016 via email apologizing for the inconvenience and explained that we have created a bug report for the problem reported with the Website Builder. We advised her in the email unfortunately, we could not provide an exact time frame but the issue will be resolved at the earliest time possible by our Engineering Team. Upon receiving this complaint, we attempted to call Ms. [redacted] on October 19, 2016 leaving a message with her voicemail. We followed the call up with an email apologizing for the problems she has been experiencing since starting with us and that our Engineering Team has been working to resolve any bugs that have been discovered with the Website Builder program. As a courtesy she was offered 3 months worth of credits on her account for the inconveniences she experienced as well as the option to cancel her account and receive a full refund if she did not want to continue services with us. We have since resolved this complaint with Ms. [redacted], she accepted the 3 months of credits to her account and would like to continue her services with us. Thank you,iPage Customer Relations
Hello,We were sorry to hear about the confusion Ms. [redacted]'s had with the billing cycle for the hosting package that was purchased. In order to take advantage of the discount offered for a two year hosting service, the full price of that package for the two years would be paid at the time of...
signing up for the service.The cancellation team had confirmed with Ms. [redacted] through the ticket that a monthly plan would be a better solution at this time and moved the ticket to the appropriate ticket queue to complete the billing cycle change. Unfortunately due to the number of requests in that queue the updated request to cancel the service that Ms. [redacted] had updated the ticket with had not been processed.At this time we have processed the cancellation request and submitted the refund request for a full refund following the 45 day money back guarantee that we offer all clients. If Ms. [redacted] has any additional questions or concerns that we can assist with we ask that Ms. [redacted] please respond back to the recent e-mail communication and we will be happy to continue to offer assistance.
To Whom It May Concern:We have attempted multiple times to get in contact with the complainant. Our first point of contact was on 04/25/2016. We called the customer but there was no answer so we had left a voicemail to the number they provided in the complaint. We called the customer on 04/26/2016...
and left another voicemail in which we provided a direct phone number to our line. Additionally, we had sent the customer an email informing them that we are attempting to get in contact to get this issue resolved. We received an email back from the customer on 04/27/2016 stating that they will be giving us a call later today. We replied back to the email stating that we were looking forward to it. Unfortunately, we never received the call. Since we never recieved the call, we had attempted to call the customer one last time and we ended up leaving another voicemail.The customer can feel free to call us anytime to get this issue resolved and we will be more than happy to notate their feedback.Regards,iPage Customer Relations
Thank you for the opportunity to address this complaint.Hosting accounts are enrolled in auto renew at sign up (in accordance with our terms of service). Customers can opt out of auto renew for hosting charges by contacting our billing team or by accessing the Account Renewal form in the control...
panel. Since the customer did not request to cancel the hosting services, the customer was billed $323.64 for the renewal of the iPage Hosting Package on February 28, 2015.According to the notes on the account, the customer did disable auto renewal for his domain name on March 3, 2013. However the hosting charge is a separate fee and auto renewal needs to be disabled separately for hosting to avoid future hosting charges. We apologize for the confusion caused by this.We have since reached out to the customer. At his request, we have canceled the account. In addition we have issued him a full refund of $323.64. The refund should post to his credit card statement in 2 to 3 business days.Please contact us if there are any further questions regarding this matter.
Greetings,We were sorry to hear of the trouble Mr. [redacted] has faced with getting started as we certainly always wish for our customers to get off on the right foot with us. After investigation we have found that Mr. [redacted]' account encountered an issue with our system that is...
regrettably a bug in the coding of our platform. Typically we would be able to resolve e-mail issues such as this very quickly but regrettably the nature of this particular bug means that our developers must spend time sorting through the code to determine where the automated error is occurring. We've since escalated the related ticket to work on alternative work arounds to resolve this issue but unfortunately have not yet heard back from Mr. [redacted] on our recommendation. We will be keeping an eye out for any updates and will continue to assist in any way we can. If full resolution cannot be met, we are certainly open to discussing a full refund for the services. We appreciate the chance to address this matter and will be watching for any updates.