To Whom It May Concern,We respond as follows to this complaint.[redacted] initially contacted iPage on October 8th, 2014 to register the domain name [redacted].com. When agreeing to the Terms of Service by making the purchase, the domain name is automatically set for automatic renewal....
This service can be changed inside of the customer’s account and switched to manual renewal which will prevent the customer from automatically being charged.The customer’s domain name was renewed both on September 23rd, 2015 as well September 23rd, 2016. Prior to the second renewal date, the customer had requested to cancel their account as they had also utilized hosting services. While the account was downgraded and the hosting was cancelled and set to not renew, the account itself was never cancelled and the domain name remained on automatic renewal. While we do not provide refunds for domain name registrations or renewals per our Terms of Service, we do understand that in some circumstances there is a necessity to correct unnecessary charges that should not have been accrued. As a courtesy, we have refunded $16.99, which is the cost of the renewal in full.Additionally, we have reached out to [redacted] to verify if we could assist further regarding the now deleted account. The customer has confirmed that no additional action needs to be taken at this time.Thank you,iPage Customer Relations
We have reviewed this customer’s account thoroughly; initially this customer’s account was created on 2/28/2014, and was set up as a Managed VPS basic account billed at $19.99/month. The account was ultimately downgraded to a free domain parking account on 12/19/2014, as the customer chose to seek...
an alternative hosting service provider for their website service. Ultimately it appears that we may not have been the most appropriate hosting provider for this particular customer. On 12/12/2014 our Jr. Administrator did determine an issue with the lack of server resources i.e. disk space on the server hosting this customer’s website. As a gesture of good faith our team reconfigured this customer’s server resource which provided more server resources with the goal of allowing the website to properly function. On 12/13, our team did inform this customer that “after” the configuration, there was plenty of disk space allocated to the server. Again, we must emphasize this was “after” the server configuration had taken place. In terms of supporting this customer’s concerns, there were two distinctive challenges our team was faced. The first being that this customer was submitted on average 2 support tickets a day regarding the same exact issue. This was not only unnecessary but also this did hinder our teams resolution efforts for this customer as our team had to field out the duplicate tickets from the legitimate issue being reported. The second challenge our team faced was that when this customer did report issues, there were many occasions that our teams were simply unable to readily duplicate an issue. On those occasions if our teams were unable to duplicate, this obviously would make it difficult for us to properly diagnose the issue.
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.
Two months ago I initiated a complaint [redacted] regarding poor service, poor customer service and damage to my business as the site takedowns resulted in lost revenue. After having this complaint addressed, the exact same poor service and failure to honor process and services I had on my account has occurred again. Despite promising a year of SiteLock for my account, the service has been switched off with the closing of my original ticket and I am back to where I was in April. I want someone held accountable. This happened again despite assurances from the Netfirms Executive team. This is the worst internet hosting service I have ever experienced. I need my sites back online as soon as possible. I want the previous complaint addressed as the same behaviour has occurred again. I want to be compensated appropriately for the business impact. I want someone held accountable. This happened again despite assurances from the Netfirms Executive team.
Regards,
[redacted]
Websites are hacked for a variety of reasons, usually due to weak passwords or out of date plugins. The customer has many options to remove the malware, including removing the malware on their own or by contacting a webmaster or security expert for assistance. We also offer a product through...
SiteLock which will automatically remove malware from the account. We apologize these options were not properly communicated to the customer. At this time, since the customer has already closed her account, we have reached out to her and offered a full refund of her last payment of $65.38.
To Whom it may concern.We respond to this complaint as follows.Upon review of this complaint, we were able to locate a charge in the amount of $68.35 that occurred on February 5,2016 to Mr. [redacted]s credit card on file ending in [redacted]. Our records show that Mr. [redacted] cancelled his account with us in...
February of 2016 however, a refund was not processed. Unfortunately, we are unable to issue a refund to the credit card charged as our system does not allow us to process credit card refunds for charges that occurred more than sixty days ago. We are more than happy to issue a refund to Mr. [redacted] for the amount owed via check or [redacted] as a refund should have been processed at the time the account was cancelled.We have reached out to Mr. [redacted] via phone to inform him of this but have been unsuccessful in reaching him. We will continue to reach out to Mr. [redacted] regarding this matter to ensure the matter gets resolved. Sincerely,[redacted] Customer Relations
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 to as follows to this rebuttle.We have reviewed Mr. [redacted]'s account and can confirm that he made two payments. One payment was made on June 6, 2017 in the amount of $16.99 for the renewal of the domain : [redacted] and the other payment was made on June 13,2017 in the amount of $5.06 for the renewal of the "iPage Blogger Hosting Package. However, there was no payment made toward the renewal of the domain in question : uswaterpatrol.org. Upon further review of Mr. [redacted]'s account, we can confirm that the domain name: uswaterpatrol.org expired on June 5,2017. In an effort to assist our customers in managing their domain renewals, our registrar will send renewal notices prior to the domain's expiration date as well as after the domains expiration date regardless if the domain is set to an automatic or manual renewal status. We can confirm that renewal notices were sent to the email address listed for the domain ([redacted]@aol.com) advising of the upcoming renewal as well as advising of the domain being expired. Unfortunately, we were not contacted about the domain renewal until thirty (30) days after its expiration. By this time the domain was no longer in our control. We have listed the dates that the renewal notices were sent to Mr. [redacted] below. Renewal Notices Sent on: 06-APR-2017 60 days prior to expiration 06-MAY-2017 30 days prior to expiration 31-MAY-2017 5 days prior to expiration 08-JUN-2017 3 Days After Expiry end-user renewal reminder message 15-JUN-2017 10 Days After Expiry end-user renewal reminder message As stated in our domain registration agreement, it is the customers sole responsibility to ensure that any and all domains are renewed prior to their expiration date, should the customer desire their renewal. This being said, we will not be able to purchase the domain name back on Mr. [redacted]'s behalf. Please see our Domain Registration Agreement here: Please see our Domain Registration Agreement here: [redacted] Domain Registration: The Life Cycle of a Domain: [redacted]
As a gesture of goodwill, we have offered to register the .net or .com ([redacted]) extension of the domain in question on Mr. [redacted]'s behalf at no cost to him. However, we have not received response from Mr. [redacted] for confirming what extension he would like us to register on his account. At this time, we have applied a .net and .com credit to Mr. [redacted]'s account so that he may register the extension of his choice. We recommend that Mr. [redacted] register the .net or .com extension as soon as possible as the domains could be picked up by someone else. Sincerely,iPage Customer Relations
Our Corporate Support Team had already responded to a support
ticket this customer had open requesting additional explanation on an outage as
well as addressing compensation. This customer has indeed been with us for
a number of years as we have already addressed previous outages and...
concerns
that had already been brought to our attention. In review of the account notes,
this customer appears to not respond back to us when our Escalated Teams offer assistance
for resolution. To more appropriately address this customer’s ongoing concerns
with our organization, our Corporate Support Team has provided direct contact
information for this customer to contact us directly if any issues should
arise.
With this particular case, as a gesture of good faith, we
have issued three months of goodwill credit to this customer’s account. Unfortunately
we are unable to provide a year of free hosting as requested. We kindly ask
this customer to review our Terms of Service and Limitations of Liability,
which are located at : http://www.hostgator.com/tos
Section 15 of our Terms of Service State:
15. Uptime Guarantee.
If 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
account. This uptime guarantee does not apply to planned maintenance. Approval
of any credit is at the sole discretion of HostGator and may be dependent upon
the justification provided. Third party monitoring service reports may not be used
for justification due to a variety of factors including the monitor's network
capacity/transit availability. The 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 services. To request a
credit, please visit http://support.hostgator.com to create a
support ticket to our Billing department with justification. Uptime guarantees
only apply to shared and reseller solutions. 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.
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.
This is a completely watered down version of events and goes nowhere near the level of poor service, downright lies and ineptitude displayed by this company. I am glad to have no further dealings with them. They should be banned from conducting business as they are dishonest.
Regards,
[redacted]
To Whom it May Concern,We respond to this complaint as follows. Mr. [redacted] contacted our support on January 09, 2017 with issues verifying some of his domains with [redacted]. Due to [redacted]'s new transfer policy they require any registrant contact updates be approved by two emails. As Mr. [redacted] was...
unable to access the current registrant contact email address he was unable to verify the domain. We assisted him in verifying his ownership and updating the domains registrant email to allow him to receive and verify the message from [redacted]. We were experiencing a known issue of some of our customers being unable to manage their domains within their [redacted] control panel. On January 12, 2017 we called Mr. [redacted] and left a voicemail providing him with direct contact information. An email was sent to him on the same day to follow up on the voicemail left advising him that we have corrected the issue preventing him from being able to manage his domains within his control panel. At this time Mr. [redacted] has not returned our attempts to get in contact with him but we have resolved the issues he was experiencing with his domains. Thank you,[redacted] Customer Relations
According to our policy, we do not provide a pro rated hosting refund if the customer cancels their account in the middle of the term. In this case, the customer was billed $131.88 for 12 months of hosting service on 5/26/2015. The actual term began on 6/10/2015 and the customer did not cancel the...
account until 9/7/2015. However, as a gesture of goodwill, we have issued the customer a pro rated refund of $99.60. Please allow 5 business days for the refund to post to your credit card statement.
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]. Once I have received the refund, I will consider the case as resolved, with appreciation to the Revdex.com. I would recommend that the business adopt charging practices that better protects the consumer, and protects the consumer's level of trust in the business.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint. On November 5 the customer requested a "proper" inovice to be emailed to him. All invoices are within the customers account and available to be printed. We do not auto email an invoice. On November 6 the customer requested all services...
be removed/cancelled and have a refund issued. On November 6 we did reach out to him to notify him of where to locate the invoice he requested. As well, we asked if he could confirm he still wished to cancel.On November 7 the customer asked for the account to be cancelled and for a full refund. That same day we replied stating we would issue a refund that day and close the account. The refund was issued on November 7 but can take 2-10 business days depending on the customer's financial institution.We do believe that this issue is resolved at this time.Thank you,eHost Customer Relations
To Whom it May Concern,We respond to this complaint as follows. We are working to create an effortless experience for our customers. As we work toward this goal we are currently trying to locate ways to resolve customer issues in real time with a web advisor instead of having to wait for a...
resolution.After evaluating our customer's feedback we have found that ticket support is our customer's least favorite support channel due to the long resolution time. As such we made the decision to discontinue ticket support and are working to improve our self-help options, as well as, decrease wait times to speak with our web advisors. While we understand this may not be in the best interest of all of our customers, we feel it is the best way to offer an immediate resolution. When an issue cannot be resolved immediately with our web advisors, a web advisor can escalate a ticket on the customers behalf to the appropriate team to investigate and resolve the issue at hand as customers can no longer escalate a ticket themselves. Our ticket resolutions generally take 24-48 hours to be resolved to allow us the time to investigate and the ability to try to assist all of our customers in the most efficient way possible.On Tuesday, March 28, 2017, a call was made to Mr. [redacted] but unfortunately, he was busy at that time and could not talk. Following the call made on March 28, 2017, we have sent 3 emails to Mr. [redacted] requesting a good day and time to call him again to discuss his feedback and address any outstanding issues he still may have with his account but have not heard back from him at this time. If Mr. [redacted] has any concerns he would like to discuss we would be more than happy to assist him. Thank you,WebHost4Life Customer Relations
We have researched this customer’s account which was initially establishedon 11/27/2010. It would appear this customer was subscribed to a 2 year hostingplan which renewed on 1/14/2013. Dating back to September 28th, 2011 weacknowledge that this customer had requested assistance with the transfer of...
theirwebsite date. Our records also indicate that a request to update DNS recordswas made on 10/3/2011. Ultimately we had never received an official cancellation request for theaccount, which would explain the re-billing dated 1/14/2013 in the amount of$214.80 for the two year hosting renewal. Since an official cancellation nevertook place, the account renewed in accordance with our Terms of Service(http://www.[redacted].com/legal/legal_useragreement.bml). We will kindly refer thiscustomer to Section 3, Sub-Section G. which states:G. “You have ninety (90) days to dispute any charge or payment processed by[redacted]. If you have a question concerning a charge you believe is incorrect,please contact us at billing@[redacted]-inc.com”At this point we have fully canceled the "artistescherubim"account. With regards to a refund, we are willing to offer a refund for thelast 3 months of hosting service pursuant with our Terms of Service and BillingAgreement. To claim this refund, we have asked this customer to provide us withthe name and full address of which we can have a check in the amount of $26.85sent to. Since we were not contacted within 90 days from the transaction dated1/14/2013, this customer would not be entitled to a full refund as the accounthad remained active on our platform until now.
As they are full aware if the drop all my services I will lose my domain due to [redacted] will not let transfer for 60 days. I have STATED that to them and at this point they are doing it out of spite. If I lose my domain I will lose hundreds of hours worth the work and many sales. I do expect a refund after my 60 day so I can move my domain.
Regards,
To Whom it may concern,We respond to this complaint as follows.Mr. [redacted] contacted us on August 2,2016 regarding the status of his commission payment for sales which occurred in the months of June and July. Our affiliate team educated Mr. [redacted] on program guidelines and informed Mr. [redacted] that prior...
to commission payments being processed, all sales are reviewed for qualified commissions. The team then informed Mr. [redacted] that the sales in question were under quality review and if deemed as qualified payable commissions would be paid out by August 31,2016 to Mr. [redacted]'s designated method of payment. Mr. [redacted] then contacted us on August 28,2016 and asked for a status update on his commission payment. On September 6, 2016 our affiliate team informed Mr. [redacted] that his sales were deemed as unqualified during the review cycle for the month of August and his commissions were placed on hold. Per the affiliate agreement, "iPage reserves the right to suspend payment of Commission Fees at any time and indefinitely, if it suspects fraud or other improper activity or a potential breach of any of the terms in this Agreement by the Affiliate or a Referred Customer(s)."http://www.ipage.com/affiliate/affiliateagreement.bmlOn September 13,2016 our affiliate team reached out to Mr. [redacted] and informed him that management would like to gain greater insight and understanding of his promotional method and asked Mr. [redacted] for specific details on how he is promoting iPage. On September 16,2016 Mr. [redacted] provided the requested information in which the team passed along to management for further review. At this time Mr. [redacted]'s account and sales in question are currently under quality review with management to ensure that Mr. [redacted]'s promotional method falls within program guidelines. In the mean time we have asked Mr. [redacted] to refrain from promoting iPage until management has completed their review. Sincerely,iPage 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].
I am going on record to ensure that my side of the story is in writing. You see, The issue mentioned in the response I didn't receive, is NOT the current issue. The current issue occurred AFTER the aforementioned issue was corrected and the plugin causing the problem was (and remains) deactivated.This is just another incident of many as to why I continue to be aghast at the lack of understanding & support from this company. Regards,
[redacted]
To whom it may concern:We respond as follows to this complaint. We notice that the customer created an account in 2011 and has renewed on an annual basis since this time. When a customer creates an account with iPage, they must agree to the Terms of Service, which indicates that services will renew...
on an automatic basis to the payment method stored on file. Pursuant to this policy, if the customer wishes to discontinue services they must contact us with this request. There is a 15-day window for requesting a refund on service renewals, which [redacted] has exceeded. As a courtesy we will offer a full refund of $155.40 with cancellation of the account. We have reached out directly to [redacted] in order to verify the account for security and process these changes. Regards,iPage Customer Relations
To Whom it May Concern,We respond to this complaint as follows. Upon receiving [redacted]s rebuttal, we further reviewed the account notes and identified the issue. Unfortunately, expectations were not set correctly when [redacted] first attempted to bring over her pre-existing [redacted] installation from a third party host to us. Our Chat Support Team assumed she was trying to install a new [redacted] installation as the verbiage of using a new store with her old products was mentioned. However, what was really being tried to be used was an old store on our platform which is different. The work that was performed on the support ticket was that it updated her old stores references from the old platform to work on our platform. It can be thought of as the equivalent of back in the day when you got a cell phone with [redacted] you could not use it with [redacted] would have to unlock it to work on their platform. In her reference of the domain '[redacted].com', unfortunately it was unclear what assistance she was asking for with this domain as this domain is not associated in her account. Currently the only domain name in her account is '[redacted].com'. As a hosting provider when a hosting plan is purchased we provide you with the space on our server and we monitor how the server functions and that it’s running. Our technical support can assist in ensuring that the server you are on is functioning and running properly but if someone is attempting to migrate a website from a third party host to us, this would not be within our normal scope of support and would normally require the assistance of a Web Developer or a paid service done by our Professional Services Team. With that being said, as a courtesy for the wrong expectations being set originally our Technical Specialist went ahead and assisted [redacted] in making the proper updates to allow her site to run on our server. The cause of [redacted] Marketplace not working does require more investigating, but this is a third party application interface that can be used by anyone in the internet. [redacted]'s account facilitates the usage of this third party program, by creating and linking her ipage account to it. The failure of that install is something we have brought to the attention of our Engineers and Developers to discuss further with [redacted] Marketplace. The confusion came from these two problems being mixed into one problem, but in actuality they were separate. In addition to [redacted] already being provided with $13.98 in account credits, we will be providing the proper training to both our management and support teams regarding communication with our customers. We will also be providing the proper training to our support staff on how to set the proper expectations for services and products we offer to try and prevent our customers from having a non pleasant customer experience. We have attempted to resolve this matter with [redacted] amicably but have not yet received a reply.Thank you,iPage Customer Relations
To Whom It May Concern,We respond as follows to this complaint.[redacted] initially contacted iPage on October 8th, 2014 to register the domain name [redacted].com. When agreeing to the Terms of Service by making the purchase, the domain name is automatically set for automatic renewal....
This service can be changed inside of the customer’s account and switched to manual renewal which will prevent the customer from automatically being charged.The customer’s domain name was renewed both on September 23rd, 2015 as well September 23rd, 2016. Prior to the second renewal date, the customer had requested to cancel their account as they had also utilized hosting services. While the account was downgraded and the hosting was cancelled and set to not renew, the account itself was never cancelled and the domain name remained on automatic renewal. While we do not provide refunds for domain name registrations or renewals per our Terms of Service, we do understand that in some circumstances there is a necessity to correct unnecessary charges that should not have been accrued. As a courtesy, we have refunded $16.99, which is the cost of the renewal in full.Additionally, we have reached out to [redacted] to verify if we could assist further regarding the now deleted account. The customer has confirmed that no additional action needs to be taken at this time.Thank you,iPage Customer Relations
We have reviewed this customer’s account thoroughly; initially this customer’s account was created on 2/28/2014, and was set up as a Managed VPS basic account billed at $19.99/month. The account was ultimately downgraded to a free domain parking account on 12/19/2014, as the customer chose to seek...
an alternative hosting service provider for their website service. Ultimately it appears that we may not have been the most appropriate hosting provider for this particular customer. On 12/12/2014 our Jr. Administrator did determine an issue with the lack of server resources i.e. disk space on the server hosting this customer’s website. As a gesture of good faith our team reconfigured this customer’s server resource which provided more server resources with the goal of allowing the website to properly function. On 12/13, our team did inform this customer that “after” the configuration, there was plenty of disk space allocated to the server. Again, we must emphasize this was “after” the server configuration had taken place. In terms of supporting this customer’s concerns, there were two distinctive challenges our team was faced. The first being that this customer was submitted on average 2 support tickets a day regarding the same exact issue. This was not only unnecessary but also this did hinder our teams resolution efforts for this customer as our team had to field out the duplicate tickets from the legitimate issue being reported. The second challenge our team faced was that when this customer did report issues, there were many occasions that our teams were simply unable to readily duplicate an issue. On those occasions if our teams were unable to duplicate, this obviously would make it difficult for us to properly diagnose the issue.
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.
Two months ago I initiated a complaint [redacted] regarding poor service, poor customer service and damage to my business as the site takedowns resulted in lost revenue. After having this complaint addressed, the exact same poor service and failure to honor process and services I had on my account has occurred again. Despite promising a year of SiteLock for my account, the service has been switched off with the closing of my original ticket and I am back to where I was in April. I want someone held accountable. This happened again despite assurances from the Netfirms Executive team. This is the worst internet hosting service I have ever experienced. I need my sites back online as soon as possible. I want the previous complaint addressed as the same behaviour has occurred again. I want to be compensated appropriately for the business impact. I want someone held accountable. This happened again despite assurances from the Netfirms Executive team.
Regards,
[redacted]
Websites are hacked for a variety of reasons, usually due to weak passwords or out of date plugins. The customer has many options to remove the malware, including removing the malware on their own or by contacting a webmaster or security expert for assistance. We also offer a product through...
SiteLock which will automatically remove malware from the account. We apologize these options were not properly communicated to the customer. At this time, since the customer has already closed her account, we have reached out to her and offered a full refund of her last payment of $65.38.
To Whom it may concern.We respond to this complaint as follows.Upon review of this complaint, we were able to locate a charge in the amount of $68.35 that occurred on February 5,2016 to Mr. [redacted]s credit card on file ending in [redacted]. Our records show that Mr. [redacted] cancelled his account with us in...
February of 2016 however, a refund was not processed. Unfortunately, we are unable to issue a refund to the credit card charged as our system does not allow us to process credit card refunds for charges that occurred more than sixty days ago. We are more than happy to issue a refund to Mr. [redacted] for the amount owed via check or [redacted] as a refund should have been processed at the time the account was cancelled.We have reached out to Mr. [redacted] via phone to inform him of this but have been unsuccessful in reaching him. We will continue to reach out to Mr. [redacted] regarding this matter to ensure the matter gets resolved. Sincerely,[redacted] Customer Relations
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 to as follows to this rebuttle.We have reviewed Mr. [redacted]'s account and can confirm that he made two payments. One payment was made on June 6, 2017 in the amount of $16.99 for the renewal of the domain : [redacted] and the other payment was made on June 13,2017 in the amount of $5.06 for the renewal of the "iPage Blogger Hosting Package. However, there was no payment made toward the renewal of the domain in question : uswaterpatrol.org. Upon further review of Mr. [redacted]'s account, we can confirm that the domain name: uswaterpatrol.org expired on June 5,2017. In an effort to assist our customers in managing their domain renewals, our registrar will send renewal notices prior to the domain's expiration date as well as after the domains expiration date regardless if the domain is set to an automatic or manual renewal status. We can confirm that renewal notices were sent to the email address listed for the domain ([redacted]@aol.com) advising of the upcoming renewal as well as advising of the domain being expired. Unfortunately, we were not contacted about the domain renewal until thirty (30) days after its expiration. By this time the domain was no longer in our control. We have listed the dates that the renewal notices were sent to Mr. [redacted] below. Renewal Notices Sent on: 06-APR-2017 60 days prior to expiration 06-MAY-2017 30 days prior to expiration 31-MAY-2017 5 days prior to expiration 08-JUN-2017 3 Days After Expiry end-user renewal reminder message 15-JUN-2017 10 Days After Expiry end-user renewal reminder message As stated in our domain registration agreement, it is the customers sole responsibility to ensure that any and all domains are renewed prior to their expiration date, should the customer desire their renewal. This being said, we will not be able to purchase the domain name back on Mr. [redacted]'s behalf. Please see our Domain Registration Agreement here: Please see our Domain Registration Agreement here: [redacted] Domain Registration: The Life Cycle of a Domain: [redacted]
As a gesture of goodwill, we have offered to register the .net or .com ([redacted]) extension of the domain in question on Mr. [redacted]'s behalf at no cost to him. However, we have not received response from Mr. [redacted] for confirming what extension he would like us to register on his account. At this time, we have applied a .net and .com credit to Mr. [redacted]'s account so that he may register the extension of his choice. We recommend that Mr. [redacted] register the .net or .com extension as soon as possible as the domains could be picked up by someone else. Sincerely,iPage Customer Relations
Our Corporate Support Team had already responded to a support
ticket this customer had open requesting additional explanation on an outage as
well as addressing compensation. This customer has indeed been with us for
a number of years as we have already addressed previous outages and...
concerns
that had already been brought to our attention. In review of the account notes,
this customer appears to not respond back to us when our Escalated Teams offer assistance
for resolution. To more appropriately address this customer’s ongoing concerns
with our organization, our Corporate Support Team has provided direct contact
information for this customer to contact us directly if any issues should
arise.
With this particular case, as a gesture of good faith, we
have issued three months of goodwill credit to this customer’s account. Unfortunately
we are unable to provide a year of free hosting as requested. We kindly ask
this customer to review our Terms of Service and Limitations of Liability,
which are located at : http://www.hostgator.com/tos
Section 15 of our Terms of Service State:
15. Uptime Guarantee.
If 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
account. This uptime guarantee does not apply to planned maintenance. Approval
of any credit is at the sole discretion of HostGator and may be dependent upon
the justification provided. Third party monitoring service reports may not be used
for justification due to a variety of factors including the monitor's network
capacity/transit availability. The 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 services. To request a
credit, please visit http://support.hostgator.com to create a
support ticket to our Billing department with justification. Uptime guarantees
only apply to shared and reseller solutions. 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.
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.
This is a completely watered down version of events and goes nowhere near the level of poor service, downright lies and ineptitude displayed by this company. I am glad to have no further dealings with them. They should be banned from conducting business as they are dishonest.
Regards,
[redacted]
To Whom it May Concern,We respond to this complaint as follows. Mr. [redacted] contacted our support on January 09, 2017 with issues verifying some of his domains with [redacted]. Due to [redacted]'s new transfer policy they require any registrant contact updates be approved by two emails. As Mr. [redacted] was...
unable to access the current registrant contact email address he was unable to verify the domain. We assisted him in verifying his ownership and updating the domains registrant email to allow him to receive and verify the message from [redacted]. We were experiencing a known issue of some of our customers being unable to manage their domains within their [redacted] control panel. On January 12, 2017 we called Mr. [redacted] and left a voicemail providing him with direct contact information. An email was sent to him on the same day to follow up on the voicemail left advising him that we have corrected the issue preventing him from being able to manage his domains within his control panel. At this time Mr. [redacted] has not returned our attempts to get in contact with him but we have resolved the issues he was experiencing with his domains. Thank you,[redacted] Customer Relations
According to our policy, we do not provide a pro rated hosting refund if the customer cancels their account in the middle of the term. In this case, the customer was billed $131.88 for 12 months of hosting service on 5/26/2015. The actual term began on 6/10/2015 and the customer did not cancel the...
account until 9/7/2015. However, as a gesture of goodwill, we have issued the customer a pro rated refund of $99.60. Please allow 5 business days for the refund to post to your credit card statement.
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]. Once I have received the refund, I will consider the case as resolved, with appreciation to the Revdex.com. I would recommend that the business adopt charging practices that better protects the consumer, and protects the consumer's level of trust in the business.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint. On November 5 the customer requested a "proper" inovice to be emailed to him. All invoices are within the customers account and available to be printed. We do not auto email an invoice. On November 6 the customer requested all services...
be removed/cancelled and have a refund issued. On November 6 we did reach out to him to notify him of where to locate the invoice he requested. As well, we asked if he could confirm he still wished to cancel.On November 7 the customer asked for the account to be cancelled and for a full refund. That same day we replied stating we would issue a refund that day and close the account. The refund was issued on November 7 but can take 2-10 business days depending on the customer's financial institution.We do believe that this issue is resolved at this time.Thank you,eHost Customer Relations
To Whom it May Concern,We respond to this complaint as follows. We are working to create an effortless experience for our customers. As we work toward this goal we are currently trying to locate ways to resolve customer issues in real time with a web advisor instead of having to wait for a...
resolution.After evaluating our customer's feedback we have found that ticket support is our customer's least favorite support channel due to the long resolution time. As such we made the decision to discontinue ticket support and are working to improve our self-help options, as well as, decrease wait times to speak with our web advisors. While we understand this may not be in the best interest of all of our customers, we feel it is the best way to offer an immediate resolution. When an issue cannot be resolved immediately with our web advisors, a web advisor can escalate a ticket on the customers behalf to the appropriate team to investigate and resolve the issue at hand as customers can no longer escalate a ticket themselves. Our ticket resolutions generally take 24-48 hours to be resolved to allow us the time to investigate and the ability to try to assist all of our customers in the most efficient way possible.On Tuesday, March 28, 2017, a call was made to Mr. [redacted] but unfortunately, he was busy at that time and could not talk. Following the call made on March 28, 2017, we have sent 3 emails to Mr. [redacted] requesting a good day and time to call him again to discuss his feedback and address any outstanding issues he still may have with his account but have not heard back from him at this time. If Mr. [redacted] has any concerns he would like to discuss we would be more than happy to assist him. Thank you,WebHost4Life Customer Relations
We have researched this customer’s account which was initially establishedon 11/27/2010. It would appear this customer was subscribed to a 2 year hostingplan which renewed on 1/14/2013. Dating back to September 28th, 2011 weacknowledge that this customer had requested assistance with the transfer of...
theirwebsite date. Our records also indicate that a request to update DNS recordswas made on 10/3/2011. Ultimately we had never received an official cancellation request for theaccount, which would explain the re-billing dated 1/14/2013 in the amount of$214.80 for the two year hosting renewal. Since an official cancellation nevertook place, the account renewed in accordance with our Terms of Service(http://www.[redacted].com/legal/legal_useragreement.bml). We will kindly refer thiscustomer to Section 3, Sub-Section G. which states:G. “You have ninety (90) days to dispute any charge or payment processed by[redacted]. If you have a question concerning a charge you believe is incorrect,please contact us at billing@[redacted]-inc.com”At this point we have fully canceled the "artistescherubim"account. With regards to a refund, we are willing to offer a refund for thelast 3 months of hosting service pursuant with our Terms of Service and BillingAgreement. To claim this refund, we have asked this customer to provide us withthe name and full address of which we can have a check in the amount of $26.85sent to. Since we were not contacted within 90 days from the transaction dated1/14/2013, this customer would not be entitled to a full refund as the accounthad remained active on our platform until now.
As they are full aware if the drop all my services I will lose my domain due to [redacted] will not let transfer for 60 days. I have STATED that to them and at this point they are doing it out of spite. If I lose my domain I will lose hundreds of hours worth the work and many sales. I do expect a refund after my 60 day so I can move my domain.
Regards,
%3
To Whom it may concern,We respond to this complaint as follows.Mr. [redacted] contacted us on August 2,2016 regarding the status of his commission payment for sales which occurred in the months of June and July. Our affiliate team educated Mr. [redacted] on program guidelines and informed Mr. [redacted] that prior...
to commission payments being processed, all sales are reviewed for qualified commissions. The team then informed Mr. [redacted] that the sales in question were under quality review and if deemed as qualified payable commissions would be paid out by August 31,2016 to Mr. [redacted]'s designated method of payment. Mr. [redacted] then contacted us on August 28,2016 and asked for a status update on his commission payment. On September 6, 2016 our affiliate team informed Mr. [redacted] that his sales were deemed as unqualified during the review cycle for the month of August and his commissions were placed on hold. Per the affiliate agreement, "iPage reserves the right to suspend payment of Commission Fees at any time and indefinitely, if it suspects fraud or other improper activity or a potential breach of any of the terms in this Agreement by the Affiliate or a Referred Customer(s)."http://www.ipage.com/affiliate/affiliateagreement.bmlOn September 13,2016 our affiliate team reached out to Mr. [redacted] and informed him that management would like to gain greater insight and understanding of his promotional method and asked Mr. [redacted] for specific details on how he is promoting iPage. On September 16,2016 Mr. [redacted] provided the requested information in which the team passed along to management for further review. At this time Mr. [redacted]'s account and sales in question are currently under quality review with management to ensure that Mr. [redacted]'s promotional method falls within program guidelines. In the mean time we have asked Mr. [redacted] to refrain from promoting iPage until management has completed their review. Sincerely,iPage 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].
I am going on record to ensure that my side of the story is in writing. You see, The issue mentioned in the response I didn't receive, is NOT the current issue. The current issue occurred AFTER the aforementioned issue was corrected and the plugin causing the problem was (and remains) deactivated.This is just another incident of many as to why I continue to be aghast at the lack of understanding & support from this company. Regards,
[redacted]
To whom it may concern:We respond as follows to this complaint. We notice that the customer created an account in 2011 and has renewed on an annual basis since this time. When a customer creates an account with iPage, they must agree to the Terms of Service, which indicates that services will renew...
on an automatic basis to the payment method stored on file. Pursuant to this policy, if the customer wishes to discontinue services they must contact us with this request. There is a 15-day window for requesting a refund on service renewals, which [redacted] has exceeded. As a courtesy we will offer a full refund of $155.40 with cancellation of the account. We have reached out directly to [redacted] in order to verify the account for security and process these changes. Regards,iPage Customer Relations
To Whom it May Concern,We respond to this complaint as follows. Upon receiving [redacted]s rebuttal, we further reviewed the account notes and identified the issue. Unfortunately, expectations were not set correctly when [redacted] first attempted to bring over her pre-existing [redacted] installation from a third party host to us. Our Chat Support Team assumed she was trying to install a new [redacted] installation as the verbiage of using a new store with her old products was mentioned. However, what was really being tried to be used was an old store on our platform which is different. The work that was performed on the support ticket was that it updated her old stores references from the old platform to work on our platform. It can be thought of as the equivalent of back in the day when you got a cell phone with [redacted] you could not use it with [redacted] would have to unlock it to work on their platform. In her reference of the domain '[redacted].com', unfortunately it was unclear what assistance she was asking for with this domain as this domain is not associated in her account. Currently the only domain name in her account is '[redacted].com'. As a hosting provider when a hosting plan is purchased we provide you with the space on our server and we monitor how the server functions and that it’s running. Our technical support can assist in ensuring that the server you are on is functioning and running properly but if someone is attempting to migrate a website from a third party host to us, this would not be within our normal scope of support and would normally require the assistance of a Web Developer or a paid service done by our Professional Services Team. With that being said, as a courtesy for the wrong expectations being set originally our Technical Specialist went ahead and assisted [redacted] in making the proper updates to allow her site to run on our server. The cause of [redacted] Marketplace not working does require more investigating, but this is a third party application interface that can be used by anyone in the internet. [redacted]'s account facilitates the usage of this third party program, by creating and linking her ipage account to it. The failure of that install is something we have brought to the attention of our Engineers and Developers to discuss further with [redacted] Marketplace. The confusion came from these two problems being mixed into one problem, but in actuality they were separate. In addition to [redacted] already being provided with $13.98 in account credits, we will be providing the proper training to both our management and support teams regarding communication with our customers. We will also be providing the proper training to our support staff on how to set the proper expectations for services and products we offer to try and prevent our customers from having a non pleasant customer experience. We have attempted to resolve this matter with [redacted] amicably but have not yet received a reply.Thank you,iPage Customer Relations