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.
No business has the right to try to change the normal course of a business transaction. If a customer is not satisfied with the purchase, he/she has the right to get a refund, and this is a strongly established and standard business tradition in America. So this proposed outcome by ipage is totally unacceptable, and Revdex.com must consider this complaint unresolved until they refund $31.98 to me. I am now retired, but was a computer programmer prior to retirement. I did business application programming, but I did not do web programming. Since I am not very experienced at web programming, I did not clearly understand what I was paying for as I explained in my original complaint which should easily enable me to receive this refund. However, because of my extensive work as a programmer, I know that any electronic transaction is relatively easy to change, and is generally easier to change than a business transaction that involves paperwork. I believe this is a matter of greed on the part of ipage, and they don't want to have to go through the process of crediting the two years ($31.98) that I requested. As a by product of my interest and participation in the world of personal computers ([redacted]), I have been a member of the [redacted] Users ([redacted]) whose membership has been more than 10,000 members, most of which are in the Houston, TX area. So I know quite a few programmers, and some of them are web programmers. We exchange important technical and vendor information on a regular basis. As a result, they have their influence on me by what they tell me, and I have an influence on them by what I tell them. And word of mouth from those conversations tend to keep going throughout the U.S.A. If ipage credits the $38.61 to me as they should (especially since [redacted] told me he would), then I will say only positive things about ipage; but if they still refuse to, then I will simply share my experience by simply stating the truth without any exaggerations or bias, and that potentially could cost ipage lots of potential customers and therefore a lot more than the $38.61 I insist on receiving from ipage. Thank you for your help.
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].
My original complaint had to do with my son's domain ([redacted].com) had been shut down with no notification to me at [redacted] even though I had paid to have it working for the next three years (2014 thru 2017). Sending a note to my dead son at an email site ([redacted]) which had been discontinued does not constitute adequate notification. In addition, I found the customer service people at MyDomain to be rude and uncooperative. They made no effort to help resolve the issue and refused to tell me how long my son's site had been down. At the end of the year 2014, no one at MyDomain indicated that the site was on hold, they just continued to take my money. This constitutes operating in bad faith and is a form of extortion. In the meantime, I did manage to reach a very helpful person ([redacted]) at Endurance International Group, the parent of MyDomain, who responded quickly and then spent considerable time on the phone to help me get my son [redacted]'s domain site off hold. I am very satisfied with the people at Endurance but think the people at MyDomain should be reprimanded and get further training on how to respond to difficult problems. I also think that the MyDomain people should be forced to change their policy on notification to include the person actually paying for any domain site before placing a site on hold. Finally, I would request a refund on the two years that MyDomain charged me for a service they did not provide. [redacted] A. [redacted], PhD
Regards,
[redacted]
To Whom It May Concern, We respond as follows to this complaint.Mr. [redacted] issued a formal Revdex.com complaint on 2/15/2016 regarding a charge that he had incurred from our company. This charge amounted to 155.40. Mr. [redacted] was under the impression that this charge was for the renewal of domains...
that he had requested to not renew. When Mr. [redacted] investigated this charge he was informed that we do not refund for domain charges. The domains in question had in fact not renewed and where going through the end of their life cycle’s, which restricted access to these domains. All of this lead Mr. [redacted] to believe that we had renewed his domains, against his will, refused to refund, and were holding his domains. This was not the case. The cost of 155.40 was actually to renew his hosting plan. We have since reached out to Mr. [redacted] and clarified the details of what actually happened. In an effort to rectify the frustration this confusion has caused, as well as the customer service experience Mr. [redacted] has been subjected to, we have offered to place goodwill credits on his account and renew him into a discounted hosting plan. The amount of credits we placed was equal to three months of his original hosting costs, or $38.85. The plan we renewed him into was for $69.24 for the year. Since we swapped out his plan close to its renew date we were able to prorate a refund for the $155.40 and place it on his account in the form of credits. This prorated refund amounted to $70.97, adding that to the $38.85 already on the account leaves $109.82 in goodwill credits for the customer. The amount of $109.82 was unforeseen in our initial calculations, Mr. [redacted] had accepted the offer of the goodwill credits and the discounted plan, but was not aware of the prorated refund. I have notified him of this additional amount explaining that he will be able to use that for is future hosting costs or product purchases.
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 have made various complains since December 2013 as [redacted] give false and misleading information concerning prices. I did NOT receive a reply.I do NOT have such and email address, as stated by [redacted]. My email is [redacted]This email has NEVER worked, the company has the responsibility to make sure that this works. I have other 5 emails working the same way.I emailed the CEO of the company who never replied. I contacted the company on the chat they say they have, the customer service asks me to wait in line and then close the window. I tried the service several times. It does not work. I gave the correct information to the company, and they are unwilling to solve! The company should pay me as our business have been losing money due to the fact that clients cannot contact us. Regards,
[redacted]
This customer initially signed up their VPS on7/28/2014, and was billed $19.99/month for their service. On 12/16/2014 thiscustomer had made contact with our Corporate Support Team reporting websiteslowness issues. It was at that time our team had informed this customer theirwebsite slowness issues could be caused by a few different factors. The firstfactor being that the website may not be performing well during peak times ofthe day. One diagnosis of this was that this customer may have needed a largerVPS or even a dedicated server to handle their website load more efficiently.Another factor was that the website needed to have been better optimized toenhance the performance and functionality. During the course of our correspondences with thiscustomer, our team received moderate pushback by this customer not agreeingwith our feedback and provided suggestions. Unfortunately there was not a wholelot more our team could have done here if the customer was not wiling to acceptour feedback and diagnosis. On 12/19/2014 the account was ultimately downgradedto a free domain parking account, and this website services appears to have nowbeen transferred.
To whom it may concern,We respond as follows to this complaint. Mrs. [redacted] signed up for an account with iPage on February 26th, 2011. On January 3rd, 2017 Mrs. [redacted] reached out to us inquiring about why her site was down. Her account had gone into a past due status due to a...
renewal going past due and her account information not being up to date. At that time it was discovered that Mrs. [redacted] had added two additional privacy services to her account, when her one domain only required the original one she had purchased. Prior to charging for these additional services we did email her to her admin email ([redacted]) notifying her of the automatic payment that would be withdrawn from her [redacted]. Once contacted on January 3rd, 2017 we did remove the two additional add-ons and brought her site and account back into an active status on January 4th, 2017. We also scheduled her account to be cancelled on February 25th, 2017 so she was not charged for an additional year of hosting. Mrs. [redacted] reached out to us again on February 20th, 2017 in regards to a refund for her domain name registration which had auto renewed. We had sent her notices prior to the renewal to her admin email [redacted] letting her know it would be automatically charged to her [redacted] on January 12th, 2017 and February 5th, 2017 and it processed on February 20th, 2017 as we were not contacted in advance to set it to a manual renewal status. Our billing team contacted Mrs. [redacted] letting her know we would not be able to refund the domain name registration as it is against our Terms of Service. Once we were alerted to Mrs. [redacted] dispute with the Better Business Bereau, we reached out to Mrs. [redacted] via email offering a refund for the additional charges for her add on's in 2013 and 2015 totaling $48.46 (as her [redacted] charged was no longer on file) and we refunded the domain name registration as a one time courtesy, totaling $15.08. We have yet to receive a reply in regards to Mrs. [redacted] satisfaction of the resolution and she has since cancelled her account with iPage. Sincerely, iPage Customer Relations
We once more kindly ask this customer to elaborate on their pricingconcerns, as we are willing to address this matter further, however this customerhas yet to supply us with specific details to their pricing discrepancies.Unfortunately we simply cannot provide a response to this customer if they cannotprovide details as to what their complaint based off of. With regards to this customer’s email issue, we simply need a bouncebackmessage to be provided, or an email header to be provided. Simply telling us theiremail is not working and requesting us to fix it does not give us sufficientenough information to allow us to correct any potential email issues. As wehave stated in our initial response to this complaint, our team was able topreviously sent email to the forwarded address, as we were unable to locate oridentify an issue as of September 14th.
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]. .
Not sure if anyone at MyDomain ever saw [redacted]. There is a line in the movie that clearly applies here. The two protagonists have been hired by a gold miner to protect him while he picks up the payroll and brings it back to the mine. The two gunmen start worrying about ambush on the way to the bank. The miner says "I'm dealing with idjits" which was true, and so am I. I have no quarrel with Endurance International Group, they responded quickly and were a great help in re-establishing my son's blog site. MyDomain, on the other hand need to look at their policies and try to learn from the mistakes made here. Charging a fee for two years without letting the person paying the fee know that the site was on hold is nothing but thievery. They had no excuse, as they had my email address and it would have taken minutes at most to drop me a line. Or, they could have told me on the phone when I called in to enquire about the split fees they charge. No such effort was made. At this point, I have what I wanted, my dead son's blog is once again operational. There is no sense in pursuing a conversation with people who are not willing to listen. Dealing with 'idjits' is a waste of my time. [redacted] A. [redacted], PhD
Regards,
[redacted]
To whom it may concern, We respond to this complaint as follows. Mr. [redacted] reached out to us on July, 4 2016 inquiring about 2 charges he received to his [redacted] account on June 5, 2016 and June 25,2016. During this interaction Mr. [redacted] requested that we cancel the two...
services, we obliged. The charges were an automated renewal of his hosting plan and impress.ly website builder for a total of $161.35 Canadian Dollars.On August 21, 2016 Mr. [redacted] reached out to us again inquiring about a refund. Since over 60 days had passed since the initial [redacted] charge occurred the ticket was escalated to our finance department to be manually processed to Mr. [redacted]’s [redacted] account. As of today, August 30, 2016, we are expecting a refund to the customer's [redacted] account within the next 2 weeks.Unfortunately we were not able to reach the customer with the phone number he provided. We were able to contact him today via email. In our email interaction we explained to the customer that we would be able to refund his money to a new credit card if he can update his billing information on his account. The customer said he would prefer the refund to a new credit card instead of [redacted]. Regrettably, we were not able to get a hold of the customer with the new phone number he supplied. We have attempted to call the new phone number twice today but we are met with a voicemail recording.Moving forward we will continue to contact the customer through the email address provided in the complaint and the phone number he provided in his email to us. 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]. Regards,
[redacted]
Good Evening,We were sorry to hear an invoice was received for a service that was no longer needed and although we did find that the automatic payment was disabled, the account had not been requested for cancellation. Please note that we do not report to creditors and we've since worked with our customer to ensure the account is fully canceled. We believe this has resolved the concerns raised but if we can be of any further assistance, please let us know and we'll be more than happy to help.
To Whom it may concern,We respond to this complaint as follows. Mr. [redacted] contacted us on November 22,2016 regarding email issues he was experiencing. Our web advisors informed Mr.[redacted] that the mail limits had been reached which resulted in Mr. [redacted] 's emails...
to stop functioning temporarily. However, our web advisors were able to resolve the issue with Mr. [redacted] over the phone and ensured that the email functionality was properly working. As a gesture of goodwill we have applied six months worth of goodwill credit to Mr. [redacted]'s account. The credit is available for use now and will automatically apply toward any renewals or new purchases. 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 and assisting in more efficient manner. We have notated Mr. [redacted]'s feedback as well as 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, [redacted] Customer Relations
Our records indicate this project was a [redacted] design priced at 799.99. It would appear the customer has been fairly non-responsive throughout the project, even prior to the start of the site build. Our projects have two phases,the Coordination phase where we solicit assets and...
request material to build,and the fulfillment phase were we assign to a designer to perform an orientation call, mock up, 1 revision phase, and then build out. The customer did not respond to our Coordinators during that phase, but eventually they were able to self schedule themselves from their orientation call. Afterward our team sent the updates to our customer via ticket which is standard, and solicited their feedback. Our Terms of Service allows customer's 1 revision cycle, however it also contains a "Push"policy. During the revision cycle our clients have 5 business days to let us know if they want us to use the revision, however if they do not respond at all we have the right to "push ahead" and assume build out approval. For this customer we sent the mock up for review on April 25th, and then reminded our customer on May 6th that we were waiting for approval or directions for the revision. On May 13th we informed our customer that we were going to push ahead and assume build out approval. On May 15th we sent the built site and then gave our customer another full week to review and provide feedback. Project was marked complete on May 21. Our team delivered the site with our typical processes, but then also extended follow-up time for them, and only closed the active design when they did not respond. The customer was able to schedule themselves their welcome call, and the only way they would have gotten that information would be through the interaction of our team. If this customer can provide us a list of edits we can offer a courtesy round of edits to the site that is now built out. Unfortunately with the communication and engagement from our end, wesimply do not feel that a website redesign is warranted due to lack of participation from the customer.
As a gesture of goodwill, we have waived the redemption fee. We have submitted a request to our registrar team to redeem the domain and renew it for 1 year.
To Whom it May Concern,We respond to this complaint as follows. Mr. [redacted] contacted our support on December 04, 2016 to change his hosting plan to not renew in the next term. Due to an error with our billing system, his hosting plan renewed on January 19, 2017. On January 24, 2017, Mr....
[redacted] contacted our support team regarding this charge and was issued an immediate refund that day. Unfortunately, the refund was issued to an account that had been closed and his bank had trouble tracking the refund issued which incidentally caused his bank to mistakenly issue a chargeback. When a chargeback is issued for a hosting plan, our system automatically suspends the account pending a resolution. Mr. [redacted]'s bank was able to track down the refund and move it into his active account but unfortunately, they still issued the chargeback which in turn suspended his account. On March 02, 2017 after reviewing Mr. [redacted]'s account we immediately removed the suspension from his account and spoke with him by phone. We have provided Mr. [redacted]'s feedback and experience with our Developers as we are working to revamp and improve our billing system to provider a better customer experience. In addition we have also provided the proper training to both our management and support teams regarding proper communication with our customers to try and prevent our customers from having a non pleasant customer experience. Mr. [redacted] followed up with us by phone on March 06, 2017 to advise us that his bank has now reversed the chargeback and considers this matter resolved. Thank you,StartLogic Customer Relations
To Whom It May Concern,We respond as follows to this complaint.Ms. [redacted] contacted us on January 15th, 2016 and requested to cancel her account by replying to an email that was sent to the email address on file infomring Ms. [redacted] of an autorenewal for active domain services on her account. Our...
billing department informed Ms. [redacted] that there was a past due balance on the account of $407.19 and explained what the balance was for. Our billing team informed Ms. [redacted] that we would be able to cancel the account immediately per her request but we would first need her to verify the account in order to proceed with the cancellation. Ms. [redacted] never responded. We then contacted Ms. [redacted] via phone and were able to confirm that she did want to cancel the account immediately. We can confirm that Ms. [redacted] was not charged for the past due balance of $407.19 and the account has been canceled as of January 25th,2016. Thank You,Fatcow Customer Relations
Good Afternoon,We've since had a chance to investigate this report and have found that a addon service was purchased in conjunction with the original order. We have since provided a full refund of both the addon service and for the hosting package, however if a customer wishes to retain ownership of...
the domain registration, there is a $15.00 charge as the domain does remain registered for a full year. This information does in fact comply with our refund policy and a disclaimer about the $15.00 charge is available at the bottom of our homepage. Please also consider that if we were to offer a full refund including domain registration, we would technically be giving away domain registrations free of charge which would not be sustainable as we do pay for each domain registration. This would be a highly abused scenario as anyone could order services and then cancel to receive a free domain.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.========================================We have since followed up with Mr. [redacted] to go over this information and will be glad to assist in unlocking the domain for transfer after 60 days have passed. We have made sure to establish a direct line of communication between Mr. [redacted] and our management to arrange for this once the domain has reached the 60 day window. If we can be of any further assistance with this matter or clarify any of this information, we ask that he please reply back to that correspondence and we'll be happy to help.
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.
Yes, they rebuilt it and I rejected because it wasn't completed and after 5 months of frustration I told them to stop. I will not accept your token $150. There was never a written contract provided by The design services team stating their services were non refundable. I hired another copy and don't need or want their services.
Regards,
[redacted]
As mentioned in our prior response, there is no [redacted] to resolving this issue. We are working with our vendor to resolve the issue. However, if the customer finds our offer of web concierge unacceptable, we would be open to considering other options to assist the customer. We will reach out to the customer again to see if we can find some middle ground that would be acceptable to both parties.Please note our plans do offer unlimited disk space and bandwidth. However there are limitations to how you can use our services. The exact limitations are stated in our terms of service.
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.
The business has not addressed the issues spelled out in my letter in detail. They have failed to address the company's lack of communication and notifications for service outages. Anytime my email box is full the company sends one or multiple email reminder, non were sent. That just one of numerous communication failures. The call I received today was from [redacted]'s colleague and he was not interested in answering any of the questions about the poor service received, apologize or offer me anything that she has not offered. I asked him to have a "COMPANY EXECUTIVE" contact me. He asked me "What compensation I requested back in Dec 2014 - Jan 2015. When this company want to have a Vice President, President, someone who make financial decision for this company contact to me to discuss the long list of failures on this account I will be more than happy to have a compensation conversation. Notice that there is no apology for the bad service in the response at all. The response is defensive and on the last outage please ask the company how many hours after all of our sites were taken down including one that was not even wordpress? I will answer it for them, they did not notify us. I was alerted by our social media manager of problems when I contacted them. 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]. Please add your rejection comments below.
No business has the right to try to change the normal course of a business transaction. If a customer is not satisfied with the purchase, he/she has the right to get a refund, and this is a strongly established and standard business tradition in America. So this proposed outcome by ipage is totally unacceptable, and Revdex.com must consider this complaint unresolved until they refund $31.98 to me. I am now retired, but was a computer programmer prior to retirement. I did business application programming, but I did not do web programming. Since I am not very experienced at web programming, I did not clearly understand what I was paying for as I explained in my original complaint which should easily enable me to receive this refund. However, because of my extensive work as a programmer, I know that any electronic transaction is relatively easy to change, and is generally easier to change than a business transaction that involves paperwork. I believe this is a matter of greed on the part of ipage, and they don't want to have to go through the process of crediting the two years ($31.98) that I requested. As a by product of my interest and participation in the world of personal computers ([redacted]), I have been a member of the [redacted] Users ([redacted]) whose membership has been more than 10,000 members, most of which are in the Houston, TX area. So I know quite a few programmers, and some of them are web programmers. We exchange important technical and vendor information on a regular basis. As a result, they have their influence on me by what they tell me, and I have an influence on them by what I tell them. And word of mouth from those conversations tend to keep going throughout the U.S.A. If ipage credits the $38.61 to me as they should (especially since [redacted] told me he would), then I will say only positive things about ipage; but if they still refuse to, then I will simply share my experience by simply stating the truth without any exaggerations or bias, and that potentially could cost ipage lots of potential customers and therefore a lot more than the $38.61 I insist on receiving from ipage. Thank you for your help.
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].
My original complaint had to do with my son's domain ([redacted].com) had been shut down with no notification to me at [redacted] even though I had paid to have it working for the next three years (2014 thru 2017). Sending a note to my dead son at an email site ([redacted]) which had been discontinued does not constitute adequate notification. In addition, I found the customer service people at MyDomain to be rude and uncooperative. They made no effort to help resolve the issue and refused to tell me how long my son's site had been down. At the end of the year 2014, no one at MyDomain indicated that the site was on hold, they just continued to take my money. This constitutes operating in bad faith and is a form of extortion. In the meantime, I did manage to reach a very helpful person ([redacted]) at Endurance International Group, the parent of MyDomain, who responded quickly and then spent considerable time on the phone to help me get my son [redacted]'s domain site off hold. I am very satisfied with the people at Endurance but think the people at MyDomain should be reprimanded and get further training on how to respond to difficult problems. I also think that the MyDomain people should be forced to change their policy on notification to include the person actually paying for any domain site before placing a site on hold. Finally, I would request a refund on the two years that MyDomain charged me for a service they did not provide. [redacted] A. [redacted], PhD
Regards,
[redacted]
To Whom It May Concern, We respond as follows to this complaint.Mr. [redacted] issued a formal Revdex.com complaint on 2/15/2016 regarding a charge that he had incurred from our company. This charge amounted to 155.40. Mr. [redacted] was under the impression that this charge was for the renewal of domains...
that he had requested to not renew. When Mr. [redacted] investigated this charge he was informed that we do not refund for domain charges. The domains in question had in fact not renewed and where going through the end of their life cycle’s, which restricted access to these domains. All of this lead Mr. [redacted] to believe that we had renewed his domains, against his will, refused to refund, and were holding his domains. This was not the case. The cost of 155.40 was actually to renew his hosting plan. We have since reached out to Mr. [redacted] and clarified the details of what actually happened. In an effort to rectify the frustration this confusion has caused, as well as the customer service experience Mr. [redacted] has been subjected to, we have offered to place goodwill credits on his account and renew him into a discounted hosting plan. The amount of credits we placed was equal to three months of his original hosting costs, or $38.85. The plan we renewed him into was for $69.24 for the year. Since we swapped out his plan close to its renew date we were able to prorate a refund for the $155.40 and place it on his account in the form of credits. This prorated refund amounted to $70.97, adding that to the $38.85 already on the account leaves $109.82 in goodwill credits for the customer. The amount of $109.82 was unforeseen in our initial calculations, Mr. [redacted] had accepted the offer of the goodwill credits and the discounted plan, but was not aware of the prorated refund. I have notified him of this additional amount explaining that he will be able to use that for is future hosting costs or product purchases.
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 have made various complains since December 2013 as [redacted] give false and misleading information concerning prices. I did NOT receive a reply.I do NOT have such and email address, as stated by [redacted]. My email is [redacted]This email has NEVER worked, the company has the responsibility to make sure that this works. I have other 5 emails working the same way.I emailed the CEO of the company who never replied. I contacted the company on the chat they say they have, the customer service asks me to wait in line and then close the window. I tried the service several times. It does not work. I gave the correct information to the company, and they are unwilling to solve! The company should pay me as our business have been losing money due to the fact that clients cannot contact us. Regards,
[redacted]
This customer initially signed up their VPS on7/28/2014, and was billed $19.99/month for their service. On 12/16/2014 thiscustomer had made contact with our Corporate Support Team reporting websiteslowness issues. It was at that time our team had informed this customer theirwebsite slowness issues could be caused by a few different factors. The firstfactor being that the website may not be performing well during peak times ofthe day. One diagnosis of this was that this customer may have needed a largerVPS or even a dedicated server to handle their website load more efficiently.Another factor was that the website needed to have been better optimized toenhance the performance and functionality. During the course of our correspondences with thiscustomer, our team received moderate pushback by this customer not agreeingwith our feedback and provided suggestions. Unfortunately there was not a wholelot more our team could have done here if the customer was not wiling to acceptour feedback and diagnosis. On 12/19/2014 the account was ultimately downgradedto a free domain parking account, and this website services appears to have nowbeen transferred.
To whom it may concern,We respond as follows to this complaint. Mrs. [redacted] signed up for an account with iPage on February 26th, 2011. On January 3rd, 2017 Mrs. [redacted] reached out to us inquiring about why her site was down. Her account had gone into a past due status due to a...
renewal going past due and her account information not being up to date. At that time it was discovered that Mrs. [redacted] had added two additional privacy services to her account, when her one domain only required the original one she had purchased. Prior to charging for these additional services we did email her to her admin email ([redacted]) notifying her of the automatic payment that would be withdrawn from her [redacted]. Once contacted on January 3rd, 2017 we did remove the two additional add-ons and brought her site and account back into an active status on January 4th, 2017. We also scheduled her account to be cancelled on February 25th, 2017 so she was not charged for an additional year of hosting. Mrs. [redacted] reached out to us again on February 20th, 2017 in regards to a refund for her domain name registration which had auto renewed. We had sent her notices prior to the renewal to her admin email [redacted] letting her know it would be automatically charged to her [redacted] on January 12th, 2017 and February 5th, 2017 and it processed on February 20th, 2017 as we were not contacted in advance to set it to a manual renewal status. Our billing team contacted Mrs. [redacted] letting her know we would not be able to refund the domain name registration as it is against our Terms of Service. Once we were alerted to Mrs. [redacted] dispute with the Better Business Bereau, we reached out to Mrs. [redacted] via email offering a refund for the additional charges for her add on's in 2013 and 2015 totaling $48.46 (as her [redacted] charged was no longer on file) and we refunded the domain name registration as a one time courtesy, totaling $15.08. We have yet to receive a reply in regards to Mrs. [redacted] satisfaction of the resolution and she has since cancelled her account with iPage. Sincerely, iPage Customer Relations
We once more kindly ask this customer to elaborate on their pricingconcerns, as we are willing to address this matter further, however this customerhas yet to supply us with specific details to their pricing discrepancies.Unfortunately we simply cannot provide a response to this customer if they cannotprovide details as to what their complaint based off of. With regards to this customer’s email issue, we simply need a bouncebackmessage to be provided, or an email header to be provided. Simply telling us theiremail is not working and requesting us to fix it does not give us sufficientenough information to allow us to correct any potential email issues. As wehave stated in our initial response to this complaint, our team was able topreviously sent email to the forwarded address, as we were unable to locate oridentify an issue as of September 14th.
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]. .
Not sure if anyone at MyDomain ever saw [redacted]. There is a line in the movie that clearly applies here. The two protagonists have been hired by a gold miner to protect him while he picks up the payroll and brings it back to the mine. The two gunmen start worrying about ambush on the way to the bank. The miner says "I'm dealing with idjits" which was true, and so am I. I have no quarrel with Endurance International Group, they responded quickly and were a great help in re-establishing my son's blog site. MyDomain, on the other hand need to look at their policies and try to learn from the mistakes made here. Charging a fee for two years without letting the person paying the fee know that the site was on hold is nothing but thievery. They had no excuse, as they had my email address and it would have taken minutes at most to drop me a line. Or, they could have told me on the phone when I called in to enquire about the split fees they charge. No such effort was made. At this point, I have what I wanted, my dead son's blog is once again operational. There is no sense in pursuing a conversation with people who are not willing to listen. Dealing with 'idjits' is a waste of my time. [redacted] A. [redacted], PhD
Regards,
[redacted]
To whom it may concern, We respond to this complaint as follows. Mr. [redacted] reached out to us on July, 4 2016 inquiring about 2 charges he received to his [redacted] account on June 5, 2016 and June 25,2016. During this interaction Mr. [redacted] requested that we cancel the two...
services, we obliged. The charges were an automated renewal of his hosting plan and impress.ly website builder for a total of $161.35 Canadian Dollars.On August 21, 2016 Mr. [redacted] reached out to us again inquiring about a refund. Since over 60 days had passed since the initial [redacted] charge occurred the ticket was escalated to our finance department to be manually processed to Mr. [redacted]’s [redacted] account. As of today, August 30, 2016, we are expecting a refund to the customer's [redacted] account within the next 2 weeks.Unfortunately we were not able to reach the customer with the phone number he provided. We were able to contact him today via email. In our email interaction we explained to the customer that we would be able to refund his money to a new credit card if he can update his billing information on his account. The customer said he would prefer the refund to a new credit card instead of [redacted]. Regrettably, we were not able to get a hold of the customer with the new phone number he supplied. We have attempted to call the new phone number twice today but we are met with a voicemail recording.Moving forward we will continue to contact the customer through the email address provided in the complaint and the phone number he provided in his email to us. 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]. Regards,
[redacted]
Good Evening,We were sorry to hear an invoice was received for a service that was no longer needed and although we did find that the automatic payment was disabled, the account had not been requested for cancellation. Please note that we do not report to creditors and we've since worked with our customer to ensure the account is fully canceled. We believe this has resolved the concerns raised but if we can be of any further assistance, please let us know and we'll be more than happy to help.
To Whom it may concern,We respond to this complaint as follows. Mr. [redacted] contacted us on November 22,2016 regarding email issues he was experiencing. Our web advisors informed Mr.[redacted] that the mail limits had been reached which resulted in Mr. [redacted] 's emails...
to stop functioning temporarily. However, our web advisors were able to resolve the issue with Mr. [redacted] over the phone and ensured that the email functionality was properly working. As a gesture of goodwill we have applied six months worth of goodwill credit to Mr. [redacted]'s account. The credit is available for use now and will automatically apply toward any renewals or new purchases. 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 and assisting in more efficient manner. We have notated Mr. [redacted]'s feedback as well as 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, [redacted] Customer Relations
Our records indicate this project was a [redacted] design priced at 799.99. It would appear the customer has been fairly non-responsive throughout the project, even prior to the start of the site build. Our projects have two phases,the Coordination phase where we solicit assets and...
request material to build,and the fulfillment phase were we assign to a designer to perform an orientation call, mock up, 1 revision phase, and then build out. The customer did not respond to our Coordinators during that phase, but eventually they were able to self schedule themselves from their orientation call. Afterward our team sent the updates to our customer via ticket which is standard, and solicited their feedback. Our Terms of Service allows customer's 1 revision cycle, however it also contains a "Push"policy. During the revision cycle our clients have 5 business days to let us know if they want us to use the revision, however if they do not respond at all we have the right to "push ahead" and assume build out approval. For this customer we sent the mock up for review on April 25th, and then reminded our customer on May 6th that we were waiting for approval or directions for the revision. On May 13th we informed our customer that we were going to push ahead and assume build out approval. On May 15th we sent the built site and then gave our customer another full week to review and provide feedback. Project was marked complete on May 21. Our team delivered the site with our typical processes, but then also extended follow-up time for them, and only closed the active design when they did not respond. The customer was able to schedule themselves their welcome call, and the only way they would have gotten that information would be through the interaction of our team. If this customer can provide us a list of edits we can offer a courtesy round of edits to the site that is now built out. Unfortunately with the communication and engagement from our end, wesimply do not feel that a website redesign is warranted due to lack of participation from the customer.
As a gesture of goodwill, we have waived the redemption fee. We have submitted a request to our registrar team to redeem the domain and renew it for 1 year.
To Whom it May Concern,We respond to this complaint as follows. Mr. [redacted] contacted our support on December 04, 2016 to change his hosting plan to not renew in the next term. Due to an error with our billing system, his hosting plan renewed on January 19, 2017. On January 24, 2017, Mr....
[redacted] contacted our support team regarding this charge and was issued an immediate refund that day. Unfortunately, the refund was issued to an account that had been closed and his bank had trouble tracking the refund issued which incidentally caused his bank to mistakenly issue a chargeback. When a chargeback is issued for a hosting plan, our system automatically suspends the account pending a resolution. Mr. [redacted]'s bank was able to track down the refund and move it into his active account but unfortunately, they still issued the chargeback which in turn suspended his account. On March 02, 2017 after reviewing Mr. [redacted]'s account we immediately removed the suspension from his account and spoke with him by phone. We have provided Mr. [redacted]'s feedback and experience with our Developers as we are working to revamp and improve our billing system to provider a better customer experience. In addition we have also provided the proper training to both our management and support teams regarding proper communication with our customers to try and prevent our customers from having a non pleasant customer experience. Mr. [redacted] followed up with us by phone on March 06, 2017 to advise us that his bank has now reversed the chargeback and considers this matter resolved. Thank you,StartLogic Customer Relations
To Whom It May Concern,We respond as follows to this complaint.Ms. [redacted] contacted us on January 15th, 2016 and requested to cancel her account by replying to an email that was sent to the email address on file infomring Ms. [redacted] of an autorenewal for active domain services on her account. Our...
billing department informed Ms. [redacted] that there was a past due balance on the account of $407.19 and explained what the balance was for. Our billing team informed Ms. [redacted] that we would be able to cancel the account immediately per her request but we would first need her to verify the account in order to proceed with the cancellation. Ms. [redacted] never responded. We then contacted Ms. [redacted] via phone and were able to confirm that she did want to cancel the account immediately. We can confirm that Ms. [redacted] was not charged for the past due balance of $407.19 and the account has been canceled as of January 25th,2016. Thank You,Fatcow Customer Relations
Good Afternoon,We've since had a chance to investigate this report and have found that a addon service was purchased in conjunction with the original order. We have since provided a full refund of both the addon service and for the hosting package, however if a customer wishes to retain ownership of...
the domain registration, there is a $15.00 charge as the domain does remain registered for a full year. This information does in fact comply with our refund policy and a disclaimer about the $15.00 charge is available at the bottom of our homepage. Please also consider that if we were to offer a full refund including domain registration, we would technically be giving away domain registrations free of charge which would not be sustainable as we do pay for each domain registration. This would be a highly abused scenario as anyone could order services and then cancel to receive a free domain.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.========================================We have since followed up with Mr. [redacted] to go over this information and will be glad to assist in unlocking the domain for transfer after 60 days have passed. We have made sure to establish a direct line of communication between Mr. [redacted] and our management to arrange for this once the domain has reached the 60 day window. If we can be of any further assistance with this matter or clarify any of this information, we ask that he please reply back to that correspondence and we'll be happy to help.
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.
Yes, they rebuilt it and I rejected because it wasn't completed and after 5 months of frustration I told them to stop. I will not accept your token $150. There was never a written contract provided by The design services team stating their services were non refundable. I hired another copy and don't need or want their services.
Regards,
[redacted]
As mentioned in our prior response, there is no [redacted] to resolving this issue. We are working with our vendor to resolve the issue. However, if the customer finds our offer of web concierge unacceptable, we would be open to considering other options to assist the customer. We will reach out to the customer again to see if we can find some middle ground that would be acceptable to both parties.Please note our plans do offer unlimited disk space and bandwidth. However there are limitations to how you can use our services. The exact limitations are stated in our terms of service.
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.
The business has not addressed the issues spelled out in my letter in detail. They have failed to address the company's lack of communication and notifications for service outages. Anytime my email box is full the company sends one or multiple email reminder, non were sent. That just one of numerous communication failures. The call I received today was from [redacted]'s colleague and he was not interested in answering any of the questions about the poor service received, apologize or offer me anything that she has not offered. I asked him to have a "COMPANY EXECUTIVE" contact me. He asked me "What compensation I requested back in Dec 2014 - Jan 2015. When this company want to have a Vice President, President, someone who make financial decision for this company contact to me to discuss the long list of failures on this account I will be more than happy to have a compensation conversation. Notice that there is no apology for the bad service in the response at all. The response is defensive and on the last outage please ask the company how many hours after all of our sites were taken down including one that was not even wordpress? I will answer it for them, they did not notify us. I was alerted by our social media manager of problems when I contacted them. Regards,
[redacted]