We respond as follows to this complaint. Mr [redacted] did contact us on December 4th, 2016 in regards to cancelling his upcoming renewal for his Verio account. However it does appear at that time a check had already been sent to Verio's legacy company NTT America. The check had not been...
cashed by Verio but the Mr [redacted] was showing that the check had been chased. We did mail back the check in question but it was still showing cashed through his bank. Upon review, it appears that the check for $310.84 was cashed by Verio's legacy Company [redacted]. We were able to contact Mr [redacted] and get his refund processed to a credit card for the amount of $310.84. We will be providing him with an ABN to track this refund with his bank and following through with him until the funds are received. Sincerely,Verio Customer Relations
We can confirm the credit card on file was refunded $41.05 but it can take 7-10 business days to post to customer's credit card statement. As mentioned before, the customer does have control of his domain through the Arvixe Billing Portal. If the customer is having issues getting access to his domain still, he can let us know and we will assist him further but he should try to access the domain through the Billing Portal. Lastly, [redacted] will contact the customer again tomorrow to ensure we've covered everything.
We have issued refunds as follows and will cancel the customer's account:$3.99 for iPage Essential Web Hosting Plan$12.95 for Site Backups and Restore service$ 9.99 for Domain Privacy service$16.99 for .org registration fee for one yearIn addition, we will retain ownership of the following...
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.
[If you are rejecting the business's response please enter your rejection comments here.]FAT COW makes it appear as if the company is personally handling the account and that all details were presented.What really happens with this company is that as soon as they get your credit card information / [redacted] information FAT COW will charge you regardless of what you tell them to (I have email transcript with FAT COW customer service in which they state refunds, only to realize they don't actually give you a refund, but continue to charge the account... even after constant calls trying to fix the matter, they will charge you).The only reason they're not charging me is not due to some sort of reasoning on their part, but that all my payment information that they had on file is now expired. Even then, they still sent several emails trying to charge me- yes, even after stating I want it cancelled, they've sent several emails demanding payment.Even during the period in which they made illegal, unauthorized payment on my credit card, reasoning in any sort of ethical stratosphere does not work with them. Their solution for unauthorized charges was- to just let FAT COW charge me until the time period ends. I got this answer several times from several different customer reps.They keep bringing this issue of a security question. The problem is that this account from the beginning was unauthorized- proven through emails from FAT COW confirming that the order was cancelled- after hours of the customer service rep refusing to let me cancel- there should have been no account to begin with.This is not just a misunderstanding. FAT COW is a company in which they use any means necessary to steal money. As soon as they have a customer's credit card / [redacted] information, they disregard any sort of permission needed by the account holder and will charge. Given their history, I'm not alone in this situation with the company. It's a habit they choose to run their business model with, and the company as a whole needs to be stopped.I want a refund of the past charges. I want this company closed.
Regards,
**
To Whom it may concern:We have reached out to the customer on 03/16/2016 at 9:45 AM and provided them with information about their account. They had received an email from us stating that we were going to charge their card for renewal. Mr. [redacted] did not want these charges to occur so we have...
deleted the account per their request. The customer will not receive any additional charges or emails from us. The complainant can feel free to reach out to us anytime if they have any additional inquiries.Regards,[redacted] Customer Relations
Response to Revdex.com complaint # [redacted]/ [redacted] This customer’s account was initially created on 11/3/2011. The account appeared to have come due for the renewal of web hosting service on 10/19/2014, however it does indeed appear that billing renewal for this account failed, and therefore the...
account had been deleted on 12/2/2014 due to non payment. We should emphasize that our main form of communication with customers in cases such as this is through email/written correspondences. It is for this reason that we encourage all customers to make sure current and valid email contact credentials are provided on file so that we may make contact if a situation should arise. Unfortunately we cannot guarantee a phone call to be made if billing/non payment issues have been discovered. For reference the following emails were sent to this customer as a courtesy to inform of the billing past due: 10/19/2014 9:33 AM Sent Message# id:[redacted]title:Check Past Due #1 to [redacted].[redacted] 10/25/2014 9:28 AM Sent Message# id:[redacted]title:Check Past Due #2 to [redacted].[redacted] 11/02/2014 9:33 AM Sent Message# id:325 title:Check Past Due #4 to [redacted].[redacted] With regards to this customer’s domains, since the account of which the domains had been associated with had been auto deleted, this customer would need to create a free domain parking account and allow us the opportunity to move the domains into that newly created account so that we can provide them with domain management access. Our records indicate this customer had contacted our chat support team on 12/2/2014, and was informed of this, however it does appear the customer had refused this option. With domain registrations and renewals, once a domain has been registered or renewed, this process cannot be reversed and therefore this particular product is non refundable. We would encourage this customer to review our full Terms of Service and Domain Registration Agreement located at: [redacted] Regrettably this customer is not eligible for a refund pursuant to this agreement.
Customer was contacted via email on October 30, 2015 @ 5:18 PM (Support Ticket Number: [redacted]) and advised of the issue and the steps needed to correct it. He is unable to see the website as the domain name he is using has not yet been registered. Another email was sent on November 02, 2015 @...
4:30 PM seeking clarification from the customer concerning the issue. We are happy to assist the customer in any way we can to resolve his issue. At this time his account and the server are functioning well within normal parameters and operating correctly. We are waiting to hear from the customer at this time.
To whom it may concern, We respond to this complaint as follows. Prior to commission payments being processed all sales are reviewed for qualified commissions. When reviews are performed we use the guidelines set forth on the affiliate agreement...
([redacted]) to determine eligibility of sale. We have reviwed Ms. [redacted]'s account and can confirm a commission payment in the amount of $105.00 was processed on September 23,2016 for the sale of "[redacted]". The payment was processed to Ms. [redacted]'s [redacted] account ,[redacted] and the transaction ID is [redacted]. After further review it appears the time frame in which the sale of "[redacted]" (generated on October 19,2016) was potentially created has well past the 45 day dispute policy offered to affiliates by iPage . An affiliate has access to iPage real-time Affiliate Program statistics and activity and specifically agrees to file any tracking or commission disputes as well as any other disputes and discrepancies within 45 days after the end of the month in which the sale or event that is disputed occurred. Disputes filed after 45 days of the date on which the Qualified Purchase occurred will not be accepted by iPage and Affiliate forfeits forever any rights to a potential claim.Sincerely, iPage Customer Relations
To Whom it may concern,We respond to this complaint as follows. Ms. [redacted] contacted us on February 29,2016 and purchased our tailored design word press service. Upon purchasing the design service Ms. [redacted] was informed of the design process in which we inform customers that our design team...
will create a site using images and content provided by the customer. During the design process the design representative will perform two site reviews with the customer. This is done so that the customer is able to review the design and confirm that the design fits their needs or request any changes needed prior to the website going live. However,as a courtesy and due to Ms. [redacted]'s dissatisfaction with the initial website design, our design team provided additional rounds of revisions and rebuilt an entirely new website for Ms. [redacted]. On June 9,2016 Ms. [redacted] was informed that the site was ready to go live and was provided with the admin credentials to login to the dashboard of the new website along with the additional steps that needed to be taken to ensure the site was live on the web. It appears Ms. [redacted] had some issues with the final steps of the design process however, our design team was able to resolve the issue and launch the new website. We have reviewed the communication between Ms. [redacted] and our web design team and do feel we that we could have done a better job at communicating with Ms. [redacted] and feel there is room for improvement . At this time we have passed Ms. [redacted]'s feedback regarding her customer experience along to our design management team and have provided the proper coaching to the the design agent who handled Ms. [redacted]'s design project to ensure clear communication with our customers. Per our terms of service, design services are non refundable. However, as a gesture of goodwill we have refunded $150.00 which was charged toward the 'additional service 'Form - Tailored Design'. The refund was processed to the credit card on file ending in [redacted] and can take up to 5-7 business to appear on Ms.[redacted]'s bank account.Sincerely,Startlogic Customer Relations
To whom it may concern,We respond to this complaint as follows. Our engineering team became aware of an issue with the additional product Ecwid that prevented a small portion of our customers who use Ecwid for their online store from being able to access their Ecwid control panel from within...
their iPage account. Our engineers worked diligently with our partners at Ecwid to resolve the issue as soon as possible and we are happy to inform Ms. [redacted] that the issue has now been fixed. We have emailed Ms. [redacted] and all effected customers and have advised of the resolution. We have asked Ms. [redacted] to login to her iPage account and test the functionality of the Ecwid builder to ensure she is able to access and manage her store without any issue.As a gesture of goodwill and due to the inconveince this matter may have caused Ms. [redacted], we have issued a refund in the amount of $105.00 for all charges that occurred toward Ms. [redacted]'s credit card in the month of April 2017. The refund was processed to Ms. [redacted]s card charged ending in [redacted] and will appear on her account within the next 5-7 days. 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].
Dear Revdex.com, I have sent my [redacted] information to A Small Orange the subsidiary of The Endurance International Group, Inc. and have still not received a refund. Please reopen the complaint.For your information the [redacted] account for the $300 refund is [redacted]All the best, - [redacted]
To Whom It May Concern, We respond as follows to this complaint. On 3/22/2016 Ms. [redacted] called in to our support staff in regards to an issue she was having with her website [redacted].com. Her website was down due to an issue that we were having with one of our Data Centers in...
Boston. Ms. [redacted] was understandably upset as this outage had occurred during a possible sale with a client who was visiting her site. Ms. [redacted] had also reached out to us, by phone and support ticket, to get the status of her Affiliate commissions that had not come through for other clients she had signed up with our Affiliate program. In the past year Ms. [redacted] had signed up a total of ten clients and only six had been processed. The agents who answered our customer’s call did not take into consideration all that Ms. [redacted] had been dealing with and handled the call poorly. This resulted in Ms. [redacted] creating a Revdex.com complaint to get her concerns addressed. We were able to get in contact with Ms. [redacted] and discuss the best possible way to approach and resolve what she had experienced. During this conversation we were able to gather the details of her customer service experience as well as insight into her business to better assist us in locating her Affiliate sales. We have since located the Affiliate sales that Ms. [redacted] had referenced. Out of the four sales, one was reverted due to violating our Affiliate terms of service, one had been processed and paid to her [redacted] account, and the other two have been placed under a second review for payout. To compensate Ms. [redacted] for her affiliate sale that had been reverted we have placed an affiliate referral credit as well as a hosting credit for one month on her account. We have also provided the unique experience Ms. [redacted] had been subjected too, to our Affiliate commision department to take under consideration during the second review of her sales. To rectify her customer service experience in regards to her inbound call we have placed two domain credits as well as three months of hosting credits onto her account. Ms. [redacted] has agreed to this offer. Regards, [redacted] Endurance International
We reviewed the attached Microsoft Word document and it contains the same text provided by the consumer under the "Complaint Details" section of her Revdex.com complaint. Therefore, we refer the customer to our response dated June 08, 2015, which we believe adequately addresses the customer's concerns. If the customer disagrees with our response, we would appreciate further details about why our response is not adequate or does not address her issues and we will be happy to look into this further. Thank you!
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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Prior complaint filed with Revdex.com #[redacted] was not resolved. We are left with no ability to send e-mails and our emails after switching to company's recommended service is now marked as "Spam". Company techs unable to solve the issue - give run around, drop calls and solve issues that are not existent. Company is still selling VPS service and emails under premises it will work but it does not. Company techs failed to set up correct initial settings while switched to VPS which resulted in last week's e-mail failures; they claimed to have installed a patch but not permanent, etc, etc, etc. Customer is give run around for many hours without a resolution. Complete VPS setup correctly so that we can send emails and we do not incur interruption in email service sending. Regards,
[redacted]
Good Morning, Unfortunately the information in the last rejection is not accurate. The domain registration was purchased in conjunction with the hosting services and was registered prior to the request for a refund on the SiteLock service. The domain will remain owned by Mr. [redacted] for 1 year and he can transfer it away after 60 days of registration, however we do not provide free domain registration services if the domain is to be kept. If he does not wish to keep the domain registration, we would be glad to refund the $15.00. http://ehost.com=============================*Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain.=============================
To Whom It May ConcernWe respond to this complaint as follows. [redacted] contacted us on February 19, 2016 regarding her account still being active and being charged for an account she thought was cancelled.Ms. [redacted] contacted us on May 10, 2015 to cancel the account. We had asked her to confirm she...
wanted us to cancel the account and delete the files. Unfortunately, Ms. [redacted] did not realize this was asked of her and did not respond. This is why the account continued to bill.On February 19, we reached out to her and advised we would contact her on February 22 to confirm what we could/could not refund.On February 22 we contacted Ms. [redacted] and advised we could refund her the full amount she was seeking ($1175.51). She stated she was able to recover $768.81 from [redacted] for transactions from 08/24/2015 - 01/05/2016 and asked us to refund charges of $492.71 from 05/20/2015-08/05/2016.At this time the account is closed and Ms. [redacted] has received all funds requested. Furthermore she has confirmed this issue has been resolved.Regards,iPower Customer Relations
To Whom It May Concern:We have reached out to this customer and assisted them with what they were complaining about. We had made an agreement that we will do a prorated refund plus the last four weeks of hosting. We have downgraded the Hosting account to a Domain parking account. We issued a $60.00...
refund to the cedit card on file. The customer is more than welcome to continue hosting with us at any time.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]. Please add your rejection comments below.
I respect the legal representatives speed in responding to these issues however these issues have gone unanswered for months. The new [redacted] issue started when I added the [redacted] Essential service. Currently, I'm not sure how either of theses issues were solved however, the re-download [redacted] issue only occurred once all weekend. While the [redacted] issue has not occurred at all. I'm awaiting a response about my [redacted] which is a service that is supposed to be included with [redacted] Essentials. When I was receiving this error for [redacted], I was told many things including I could purchase [redacted] to stop this problem. That is a major issue.My request for service refund from April until now is in regard to the service I've been receiving since then not in regard to cancellation. I was told a representative would contact me last week and no one did. When I ask for a supervisor the tech support representatives have told me they're busy. When I am ready and willing to give my full attention and cooperation to get these matters resolved immediately. Further, I would like all of this information posted for the public to access.
Regards,
[redacted]
To Whom it May Concern:We have reached out to the customer and attemped to explain the situation. We had offered discounted pricing for [redacted] Pro which comes with Unlimited pages and 25 products. [redacted] has decided to cancel his hosting services with us. He may feel free to contact us anytime for...
assistance in transitioning to another hosting provider.Regards,iPage Customer Relations
We respond as follows to this complaint. Mr [redacted] did contact us on December 4th, 2016 in regards to cancelling his upcoming renewal for his Verio account. However it does appear at that time a check had already been sent to Verio's legacy company NTT America. The check had not been...
cashed by Verio but the Mr [redacted] was showing that the check had been chased. We did mail back the check in question but it was still showing cashed through his bank. Upon review, it appears that the check for $310.84 was cashed by Verio's legacy Company [redacted]. We were able to contact Mr [redacted] and get his refund processed to a credit card for the amount of $310.84. We will be providing him with an ABN to track this refund with his bank and following through with him until the funds are received. Sincerely,Verio Customer Relations
We can confirm the credit card on file was refunded $41.05 but it can take 7-10 business days to post to customer's credit card statement. As mentioned before, the customer does have control of his domain through the Arvixe Billing Portal. If the customer is having issues getting access to his domain still, he can let us know and we will assist him further but he should try to access the domain through the Billing Portal. Lastly, [redacted] will contact the customer again tomorrow to ensure we've covered everything.
We have issued refunds as follows and will cancel the customer's account:$3.99 for iPage Essential Web Hosting Plan$12.95 for Site Backups and Restore service$ 9.99 for Domain Privacy service$16.99 for .org registration fee for one yearIn addition, we will retain ownership of the following...
domains:mylifeismycanvas.commylifeismycanvas.org
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.
[If you are rejecting the business's response please enter your rejection comments here.]FAT COW makes it appear as if the company is personally handling the account and that all details were presented.What really happens with this company is that as soon as they get your credit card information / [redacted] information FAT COW will charge you regardless of what you tell them to (I have email transcript with FAT COW customer service in which they state refunds, only to realize they don't actually give you a refund, but continue to charge the account... even after constant calls trying to fix the matter, they will charge you).The only reason they're not charging me is not due to some sort of reasoning on their part, but that all my payment information that they had on file is now expired. Even then, they still sent several emails trying to charge me- yes, even after stating I want it cancelled, they've sent several emails demanding payment.Even during the period in which they made illegal, unauthorized payment on my credit card, reasoning in any sort of ethical stratosphere does not work with them. Their solution for unauthorized charges was- to just let FAT COW charge me until the time period ends. I got this answer several times from several different customer reps.They keep bringing this issue of a security question. The problem is that this account from the beginning was unauthorized- proven through emails from FAT COW confirming that the order was cancelled- after hours of the customer service rep refusing to let me cancel- there should have been no account to begin with.This is not just a misunderstanding. FAT COW is a company in which they use any means necessary to steal money. As soon as they have a customer's credit card / [redacted] information, they disregard any sort of permission needed by the account holder and will charge. Given their history, I'm not alone in this situation with the company. It's a habit they choose to run their business model with, and the company as a whole needs to be stopped.I want a refund of the past charges. I want this company closed.
Regards,
**
To Whom it may concern:We have reached out to the customer on 03/16/2016 at 9:45 AM and provided them with information about their account. They had received an email from us stating that we were going to charge their card for renewal. Mr. [redacted] did not want these charges to occur so we have...
deleted the account per their request. The customer will not receive any additional charges or emails from us. The complainant can feel free to reach out to us anytime if they have any additional inquiries.Regards,[redacted] Customer Relations
Response to Revdex.com complaint # [redacted]/ [redacted] This customer’s account was initially created on 11/3/2011. The account appeared to have come due for the renewal of web hosting service on 10/19/2014, however it does indeed appear that billing renewal for this account failed, and therefore the...
account had been deleted on 12/2/2014 due to non payment. We should emphasize that our main form of communication with customers in cases such as this is through email/written correspondences. It is for this reason that we encourage all customers to make sure current and valid email contact credentials are provided on file so that we may make contact if a situation should arise. Unfortunately we cannot guarantee a phone call to be made if billing/non payment issues have been discovered. For reference the following emails were sent to this customer as a courtesy to inform of the billing past due: 10/19/2014 9:33 AM Sent Message# id:[redacted]title:Check Past Due #1 to [redacted].[redacted] 10/25/2014 9:28 AM Sent Message# id:[redacted]title:Check Past Due #2 to [redacted].[redacted] 11/02/2014 9:33 AM Sent Message# id:325 title:Check Past Due #4 to [redacted].[redacted] With regards to this customer’s domains, since the account of which the domains had been associated with had been auto deleted, this customer would need to create a free domain parking account and allow us the opportunity to move the domains into that newly created account so that we can provide them with domain management access. Our records indicate this customer had contacted our chat support team on 12/2/2014, and was informed of this, however it does appear the customer had refused this option. With domain registrations and renewals, once a domain has been registered or renewed, this process cannot be reversed and therefore this particular product is non refundable. We would encourage this customer to review our full Terms of Service and Domain Registration Agreement located at: [redacted] Regrettably this customer is not eligible for a refund pursuant to this agreement.
Customer was contacted via email on October 30, 2015 @ 5:18 PM (Support Ticket Number: [redacted]) and advised of the issue and the steps needed to correct it. He is unable to see the website as the domain name he is using has not yet been registered. Another email was sent on November 02, 2015 @...
4:30 PM seeking clarification from the customer concerning the issue. We are happy to assist the customer in any way we can to resolve his issue. At this time his account and the server are functioning well within normal parameters and operating correctly. We are waiting to hear from the customer at this time.
To whom it may concern, We respond to this complaint as follows. Prior to commission payments being processed all sales are reviewed for qualified commissions. When reviews are performed we use the guidelines set forth on the affiliate agreement...
([redacted]) to determine eligibility of sale. We have reviwed Ms. [redacted]'s account and can confirm a commission payment in the amount of $105.00 was processed on September 23,2016 for the sale of "[redacted]". The payment was processed to Ms. [redacted]'s [redacted] account ,[redacted] and the transaction ID is [redacted]. After further review it appears the time frame in which the sale of "[redacted]" (generated on October 19,2016) was potentially created has well past the 45 day dispute policy offered to affiliates by iPage . An affiliate has access to iPage real-time Affiliate Program statistics and activity and specifically agrees to file any tracking or commission disputes as well as any other disputes and discrepancies within 45 days after the end of the month in which the sale or event that is disputed occurred. Disputes filed after 45 days of the date on which the Qualified Purchase occurred will not be accepted by iPage and Affiliate forfeits forever any rights to a potential claim.Sincerely, iPage Customer Relations
To Whom it may concern,We respond to this complaint as follows. Ms. [redacted] contacted us on February 29,2016 and purchased our tailored design word press service. Upon purchasing the design service Ms. [redacted] was informed of the design process in which we inform customers that our design team...
will create a site using images and content provided by the customer. During the design process the design representative will perform two site reviews with the customer. This is done so that the customer is able to review the design and confirm that the design fits their needs or request any changes needed prior to the website going live. However,as a courtesy and due to Ms. [redacted]'s dissatisfaction with the initial website design, our design team provided additional rounds of revisions and rebuilt an entirely new website for Ms. [redacted]. On June 9,2016 Ms. [redacted] was informed that the site was ready to go live and was provided with the admin credentials to login to the dashboard of the new website along with the additional steps that needed to be taken to ensure the site was live on the web. It appears Ms. [redacted] had some issues with the final steps of the design process however, our design team was able to resolve the issue and launch the new website. We have reviewed the communication between Ms. [redacted] and our web design team and do feel we that we could have done a better job at communicating with Ms. [redacted] and feel there is room for improvement . At this time we have passed Ms. [redacted]'s feedback regarding her customer experience along to our design management team and have provided the proper coaching to the the design agent who handled Ms. [redacted]'s design project to ensure clear communication with our customers. Per our terms of service, design services are non refundable. However, as a gesture of goodwill we have refunded $150.00 which was charged toward the 'additional service 'Form - Tailored Design'. The refund was processed to the credit card on file ending in [redacted] and can take up to 5-7 business to appear on Ms.[redacted]'s bank account.Sincerely,Startlogic Customer Relations
To whom it may concern,We respond to this complaint as follows. Our engineering team became aware of an issue with the additional product Ecwid that prevented a small portion of our customers who use Ecwid for their online store from being able to access their Ecwid control panel from within...
their iPage account. Our engineers worked diligently with our partners at Ecwid to resolve the issue as soon as possible and we are happy to inform Ms. [redacted] that the issue has now been fixed. We have emailed Ms. [redacted] and all effected customers and have advised of the resolution. We have asked Ms. [redacted] to login to her iPage account and test the functionality of the Ecwid builder to ensure she is able to access and manage her store without any issue.As a gesture of goodwill and due to the inconveince this matter may have caused Ms. [redacted], we have issued a refund in the amount of $105.00 for all charges that occurred toward Ms. [redacted]'s credit card in the month of April 2017. The refund was processed to Ms. [redacted]s card charged ending in [redacted] and will appear on her account within the next 5-7 days. 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].
Dear Revdex.com, I have sent my [redacted] information to A Small Orange the subsidiary of The Endurance International Group, Inc. and have still not received a refund. Please reopen the complaint.For your information the [redacted] account for the $300 refund is [redacted]All the best, - [redacted]
To Whom It May Concern, We respond as follows to this complaint. On 3/22/2016 Ms. [redacted] called in to our support staff in regards to an issue she was having with her website [redacted].com. Her website was down due to an issue that we were having with one of our Data Centers in...
Boston. Ms. [redacted] was understandably upset as this outage had occurred during a possible sale with a client who was visiting her site. Ms. [redacted] had also reached out to us, by phone and support ticket, to get the status of her Affiliate commissions that had not come through for other clients she had signed up with our Affiliate program. In the past year Ms. [redacted] had signed up a total of ten clients and only six had been processed. The agents who answered our customer’s call did not take into consideration all that Ms. [redacted] had been dealing with and handled the call poorly. This resulted in Ms. [redacted] creating a Revdex.com complaint to get her concerns addressed. We were able to get in contact with Ms. [redacted] and discuss the best possible way to approach and resolve what she had experienced. During this conversation we were able to gather the details of her customer service experience as well as insight into her business to better assist us in locating her Affiliate sales. We have since located the Affiliate sales that Ms. [redacted] had referenced. Out of the four sales, one was reverted due to violating our Affiliate terms of service, one had been processed and paid to her [redacted] account, and the other two have been placed under a second review for payout. To compensate Ms. [redacted] for her affiliate sale that had been reverted we have placed an affiliate referral credit as well as a hosting credit for one month on her account. We have also provided the unique experience Ms. [redacted] had been subjected too, to our Affiliate commision department to take under consideration during the second review of her sales. To rectify her customer service experience in regards to her inbound call we have placed two domain credits as well as three months of hosting credits onto her account. Ms. [redacted] has agreed to this offer. Regards, [redacted] Endurance International
We reviewed the attached Microsoft Word document and it contains the same text provided by the consumer under the "Complaint Details" section of her Revdex.com complaint. Therefore, we refer the customer to our response dated June 08, 2015, which we believe adequately addresses the customer's concerns. If the customer disagrees with our response, we would appreciate further details about why our response is not adequate or does not address her issues and we will be happy to look into this further. Thank you!
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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Prior complaint filed with Revdex.com #[redacted] was not resolved. We are left with no ability to send e-mails and our emails after switching to company's recommended service is now marked as "Spam". Company techs unable to solve the issue - give run around, drop calls and solve issues that are not existent. Company is still selling VPS service and emails under premises it will work but it does not. Company techs failed to set up correct initial settings while switched to VPS which resulted in last week's e-mail failures; they claimed to have installed a patch but not permanent, etc, etc, etc. Customer is give run around for many hours without a resolution. Complete VPS setup correctly so that we can send emails and we do not incur interruption in email service sending. Regards,
[redacted]
Good Morning, Unfortunately the information in the last rejection is not accurate. The domain registration was purchased in conjunction with the hosting services and was registered prior to the request for a refund on the SiteLock service. The domain will remain owned by Mr. [redacted] for 1 year and he can transfer it away after 60 days of registration, however we do not provide free domain registration services if the domain is to be kept. If he does not wish to keep the domain registration, we would be glad to refund the $15.00. http://ehost.com=============================*Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain.=============================
To Whom It May ConcernWe respond to this complaint as follows. [redacted] contacted us on February 19, 2016 regarding her account still being active and being charged for an account she thought was cancelled.Ms. [redacted] contacted us on May 10, 2015 to cancel the account. We had asked her to confirm she...
wanted us to cancel the account and delete the files. Unfortunately, Ms. [redacted] did not realize this was asked of her and did not respond. This is why the account continued to bill.On February 19, we reached out to her and advised we would contact her on February 22 to confirm what we could/could not refund.On February 22 we contacted Ms. [redacted] and advised we could refund her the full amount she was seeking ($1175.51). She stated she was able to recover $768.81 from [redacted] for transactions from 08/24/2015 - 01/05/2016 and asked us to refund charges of $492.71 from 05/20/2015-08/05/2016.At this time the account is closed and Ms. [redacted] has received all funds requested. Furthermore she has confirmed this issue has been resolved.Regards,iPower Customer Relations
To Whom It May Concern:We have reached out to this customer and assisted them with what they were complaining about. We had made an agreement that we will do a prorated refund plus the last four weeks of hosting. We have downgraded the Hosting account to a Domain parking account. We issued a $60.00...
refund to the cedit card on file. The customer is more than welcome to continue hosting with us at any time.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]. Please add your rejection comments below.
I respect the legal representatives speed in responding to these issues however these issues have gone unanswered for months. The new [redacted] issue started when I added the [redacted] Essential service. Currently, I'm not sure how either of theses issues were solved however, the re-download [redacted] issue only occurred once all weekend. While the [redacted] issue has not occurred at all. I'm awaiting a response about my [redacted] which is a service that is supposed to be included with [redacted] Essentials. When I was receiving this error for [redacted], I was told many things including I could purchase [redacted] to stop this problem. That is a major issue.My request for service refund from April until now is in regard to the service I've been receiving since then not in regard to cancellation. I was told a representative would contact me last week and no one did. When I ask for a supervisor the tech support representatives have told me they're busy. When I am ready and willing to give my full attention and cooperation to get these matters resolved immediately. Further, I would like all of this information posted for the public to access.
Regards,
[redacted]
To Whom it May Concern:We have reached out to the customer and attemped to explain the situation. We had offered discounted pricing for [redacted] Pro which comes with Unlimited pages and 25 products. [redacted] has decided to cancel his hosting services with us. He may feel free to contact us anytime for...
assistance in transitioning to another hosting provider.Regards,iPage Customer Relations