We reached out to Mr. [redacted] and offered a few months of service free of charge as well as a direct line of communication to a senior support manager in case he ever has urgent issues requiring more immediate attention. Alternatively, if he was not interested in this offer, we could provide...
To Whom it may concern, We respond to this complaint as follows. We regret any frustration you may have experienced regarding your hosting account services. We were only able to locate one account with the information provided and were able to determine the technical issue you were...
experiencing has been resolved. It appears the representative had you reset the passwords for the email accounts and that solved the issue. Being that the resolution was related to resetting your password and this issue affected several accounts on different servers, it is unlikely the server was the cause of the problem.In accordance with Bluehost's Terms of Service, Bluehost does not provide customers with compensation for downtime or delay in service. As a goodwill gesture and in the spirit of mediating your complaint Bluehost is willing to provide one month of hosting at no additional cost to your clients once you have provided us with the primary domain of each affected account.In closing, we have made multiple attempts to contact you, however, we have been unable to make contact. Please feel free to contact us at any time should you like to discuss this matter further. Sincerely, BlueHost Customer Relations
The account has been canceled and a refund of $40.71 has been issued to the customer. The customer does have control of his domain through the Arvixe Billing Portal.
Revdex.com:Thank you for your assistance communicating with Endurance International Group. We are at an impasse and I would respect your decision to file this as unresolved. We could leave it at that. I did communicate with the company as I said but I am at a loss for not recording dates as I usually do.I have the option to drop their service and to not include them among my recommendations to students as a web service. I am glad we have organizations such as the Revdex.com to mediate. This helps consumers and businesses alike. I hope Homestead/Endurance formally joins the Revdex.com to be transparent. If they really are effective in customer service/community relations it will help them stay viable.Sincerely,[redacted]
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. Regards,
[redacted]
Our Corporate Support Team hasreached out to work with this customer directly to resolve their outstandingissues. In a way of background, this customer had initially signed up theiraccount on 4/28/2014. During that time they had also signed up for the “SiteBackup and Restore” feature billed at...
$25.90 for the 24 month period. OnDecember 13th this customer had subscribed to the [redacted]Essential package to coincide with their hosting service. This package is meantfor customers that typically have a more complex or robust [redacted] databasedriven website, as this add-on package is used to help with the management oftheir database, and more efficientlymaintain server resources for that database. With regards to the refund request,on 12/18 a prorated refund of $17.76 was issued back to the [redacted] account onfile. We are in the process of issuing the remaining $8.14 back to the [redacted].Should this customer choose to cancel their hosting service with our company wewould issue a prorated refund for the unused service remaining within the customer’scurrent term. With regards to this customer’stechnical issue, we first should emphasize the website appears to be activewith no current issues. The customer has expressed that they occasionally experiencean issue where a “Country select” screen appears or a re-install [redacted]screen shows up when trying to access their site. This is actually caused dueto the customer’s database reaching their [redacted] query limits. In reviewing the customer’saccount, it would appear they are using an abundant amount of resources forenabled [redacted] plug-ins and widgets. We have advised this customer todisable any unnecessary plug-ins and block the IP addresses of bots orpotential bots from accessing the site/database. We would also like toemphasize this issue is fixable, however does require customer involvement as thereis no issues with the platform, or the servers of which hosting this customer’ssite.
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]
[redacted]
To Whom it may concern, We respond as follows to this complaint. We have reviewed the Homestead community forum dating back to the year of 2014 to present and were unable to locate contacts made by Mr. [redacted]. We have also reviewed Mr. [redacted]'s account contact history and show one contact made to our support team via phone on June 24,2016 regarding the issues he was experiencing with [redacted] and Sitebuilder.Furthermore, our engineering team was aware of the compatibility issue between Sitebuilder and [redacted] in which we posted an announcement on the Homestead community forum informing customers of the known issue and recommended that customers who are a Sitebuilder desktop user postpone the update to [redacted] due to this issue. (https://community.homestead.com/homestead/topics/windows-10-and-sitebuilder-des...⇄ In light of this information, we feel that providing a refund of $99.96. for four months of the Website Gold Plus Hosting plan is an adequate form of compensation. Sincerely,Homestead Customer Relations
To whom it may concern,We respond as follows to this complaint. Mr [redacted] reached out to us on February 27th, 2016 attempting to renew his SSL certificate at that time for two years. It appears we were able to successfully renew and add the domain to his account on that same day. At that...
time we had charged $107.98 for the two year renewal of his sites SSL Certificate. On February 27th, 2017 he contacted us again letting us know he renewed his certificate again for three years, however the representative at that time was unable to get the new certificate installed and had to escalate the matter to our tech team. Our tech team resolved the issue with the SSL and the installation on March 3rd, 2017. The site then was secure and live at that time. We then received the Revdex.com complaint for the double charge of the SSL certificate. At that time we reached out to Mr [redacted] offering the refund for the SSL charge for three years since he was previously charged for an SSL renewal in 2016. We did refund the amount of $143.98 back to his credit card on file and advised Mr [redacted] as such. The situation does appear to have been settled with Mr [redacted] and he has been refunded and the SSL has been installed and his site is active. Sincerely,IPOWER Customer Relations
We respond as follows to this complaintMr. [redacted] contacted us on January 29th,2016 regarding a publishing issue he was experiencing with his website. Mr. [redacted] had different conversations with different representatives that caused confusion. Mr. [redacted] was receiving a free service due to a bug...
in the Weebly system that was later identified and fixed by our engineering team which resulted in Mr. [redacted]'s site not publishing all pages created.As of yesterday, February 17, 2016 we contacted Mr. [redacted] to address his concerns and to clear the confusion caused from previous conversations. We have set the service to cancel at the end of its current paid term per Mr. [redacted]'s request. At this time Mr. [redacted]'s issue should be resolved.Sincerely,Fatcow Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint.We were contacted by both [redacted] and [redacted] initially on July 30th, 2016 regarding the status of their domain name conceptphysio.com. The domain name renewal was paid for, however it did not process immediately as...
the domain name was registered through one of our legacy registrar partners. Because of this, the domain name renewal did not go through and continued to cause issues with both the customer’s email and website.This issue was escalated, however the main issue of the domain renewal was not dealt with until August 6th, 2016. This caused extended issues and much frustration on [redacted]’s end. We believe that we could have handled this situation in a much more effective fashion and as a courtesy to our customer, we have provided them with a year of hosting and a domain name transfer to move their domain name to a much more manageable platform.At this time, we can confirm that the issue has been resolved and the domain name, website and email are all functioning properly againThank you,iPage Customer Relations
Hello,We are sorry to hear about the frustration this has caused Mr. [redacted]. The issue that Mr. [redacted] is experiencing with adding additional email accounts has been escalated to our development team who are working to resolve this as quickly as possible.Mr. [redacted] has also been offered a full refund for the services due to the delay in getting it resolved and has communicated that he would like to continue to use the hosting services.At this time we have not had any additional questions or concerns from Mr. [redacted] and should any arise we ask that he please respond back to the recent e-mail communication and we will be happy to offer assistance.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted], with only one important point of clarification. Contrary to the computer data, I never submitted a purchase and never submitted authorization to process my credit card, and never purchased a domain. Therefore, from my perspective There never should have been a domain registered for me and thus, no services. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I appreciate the resolution and the timeliness.
Regards,
[redacted]
Our Corporate Support Team had initially reached out to this customer viaemail on January 19th with respect to their unwanted charge andrequest for refund. Please refer to “Exhibit A” attached for this communicationto the customer and our team. Through our initial communication we had askedthis...
customer to provide proof of billing so that we could ultimately identifythe transaction that had taken place. Later on January 19th, this customer did provide us with a copyof the billing statement showing the transaction of $149, which had taken placeon August of 2014. On January 20th, our team had responded back tothis customer by essentially confirming that the transaction had taken placethrough our Global Partner “[redacted]”, and that she would need tocontact this vender directly with respect to their refund request as we haveabsolutely no control or access into this partner’s billing interface. Withthis being said, we should emphasize this customer was not willing to cooperatewith our team, nor was she willing to accept our response and feedback assatisfactory to her liking. The customer service provided for this case wasindeed adequate as our team was attentive/responsive, and had provided accurateanswers to this customer’s inquiries, while following process adherence inaccordance with our Terms of Service. This simply was a case where this customerwas not satisfied with our provided responses and feedback, and therefore hadfocused on the “Legal” aspect versus working with us towards a solution. On January 22nd, since this customer appeared to not have beenwilling to reach out to [redacted] as previously suggested, our team hadreached out to this vender on her behalf to see what would be possible from ourend to work towards a resolution. We had informed this customer of our reachout attempt, and provided her with direct contact information for [redacted]Marketplace. Within minutes of sending this email, [redacted] was able tolocate the transaction from their end, and as of January 22nd, hadissued a refund of $149 as requested to this customer. Please see Exhibit Bdocumenting our team sending confirmation of the refund back to this customer.As of 1/25/2015 we had not heard back from this customer nor have received anyfurther follow ups with regards to the resolution of their dispute.
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
1. Endurance Brands - We engaged in a...
vetting dialog with all of the Endurance Brand subsidiaries that we spoke with. Each brand adamantly denied either verbally, in writing or in some cases both that they were not in any way, shape, form or fashion affiliated with any of the other companies the companies that made these denials are as follows: iPages, Bluehost, Hostgator, JustHost and A Small Orange.2. Downtime - There have been multiple downtime occurrences. This is inclusive of iPages, Bluehost, Hostgator, JustHost and A Small Orange. This is how we were able to determine not only were some of these companies were affiliated but in addition, they to some extent share the same infrastructure. In addition, at one time we even attempted to hedge our bet prior to making this discovery where our quality assurance server was on Hostgator, our production system on JustHost and a contingency system was on A Small Orange. It was at that time we encountered several issues with the packaging that existed on JustHost for the WordPress installation. We knew it was an issue of script configuration because the exact same site was running just fine on our quality assurance server on Hostgator. We even went as far as to invite the techs of JustHost and A Small Orange to review the configuration on Hostgator which is well documented in support chats. The techs for both companies respectfully declined. It is also important to note what gave us the final details of the affiliation is a system crash that occurred that impacted both JustHost and A Small Orange simultaneously. 3. Uptime Guarantees - There are people on our staff that were in upper tier IT management for companies like [redacted], [redacted], and some of the largest pharmaceutical companies in the world and have run and configured infrastructures that supported over 140,000 people simulratneously and moved trillions of dollars a day around the world. They are well versed in Service Level Agreements which generally include uptime guarantees and they were appalled when certain guarantees that were written guarantees by some of the affiliates were reneged upon by Endurance Brand organizations. 4. Website and Email Issues - It was appalling to our compare that one of the support people from an Endurance Brand compare after weeks of aggravation and discussion with technical support actually confided that they were well aware of the email issues and that the issues were in fact relative to the infrastructure that existed internally within the Endurance Brand companies. It was reaffirmed via discussions our technical people had with a member of support just last week and when the tech representative from Endurance fudged the length of time that the issue existed and was confronted by our technical guru, the Endurance Brand representative shared that the length of time that the issue existed was actually exponentially longer than was initially stated.5. Billing - Endurance was given the e-mails that included the documentation back in September. Endurance also in their letter shows what happened in their e-mail. If you notice the refund from Host Gator (3 months), i-pages (1 month) those were from the bank overcharges. The JustHost (1 month) was just given due to the fact my site has been down more than it has been up in December. A Small Orange is a lie because we never received that refund. We can not transfer out of this company until it stays up long enough to fix and move what little we can and until this problem is solved.After I filed with the Revdex.com I found the parent company of Endurance, [redacted] out of NY and contacted them. Because my site was down for over 112 hours we contacted Just Host and managed to get our IP address. In the course of doing this we managed to find out our site was not being hosted in America as we were told, but [redacted]. See proof in the attachment. We have several of these attachments done at different times and dates saying our site is hosted in [redacted]. This means that this is international fraud because Endurance is claiming that we are being hosted in Utah. Even when we brought them the proof, we were told this was not true, but the amount of evidence that we have is beyond reproof. I even have this in e-mails from Endurance.The problem with this being hosted in [redacted] was they repackaged my website and destroyed it before it was ever launched. We spent the entire summer creating a brand, a new site, hiring a PR team and getting ready for a TV launch. Due to what happened to us, we could not launch. We have spent sinceSeptember 1st trying to solve this problem. In the meantime the outage that lasted over 112 hours was during our Christmas season and stopped us from a December issue as well as a new TV contract. We are a print and on-line newspaper and the amount of money we have had to return to our advertisers for the November issue is over $5200.00 thanks to Endurance. We could not put out a December issue and as I write this we are trying to put out a January issue but without our e-mails and our contacts this is impossible. All of our business e-mails were frozen and then destroyed since mid September which has made this an even bigger issue. All of our contracts were in these e-mails. All our promotional material had these e-mails embedded and nobody could and can reach us. We lost clients at an alarming rate. After talking to Endurance I was able to get into my e-mail which had my bank accounts being hacked into and had warnings from my bank which I didn't see for over 2 months. Thank-God I have an amazing relationship with my bank and have several security measures in place. When Endurance finally addressed this issue I was told in a e-mail that their servers could not handle Safari and that was part of the problem. This is a outright lie because when I tried to open my co-owners e-mail in Firefox it was still corrupt. Then I was told that we had not set up four of the e-mails which were the marketing and information and I have proof of e-mails prior to the e-mail shut out. Endurance did offer us $3000.00 to go away but at this point without the money to pay back advertisers, to re-build my website and to re-launch the website we can not settle. The amount of what we have truly lost is approximately $354,000.00 and it grows monthly.I am cc'ing the people with whom I have been dealing with at Endurance, so this is fully out in the open. If you need proof of all of this I am more than happy to make hard copies and mail this to you or if there is a dropbox I could start uploading all the documentation that way. There is an extensive amount of material. As for the fact that they are claiming to have their businesses in America but have falsified this information and it is [redacted] do you need what we have or do I need to present this to another agency?
Regards,
[redacted]
The hosting plan does come with a [redacted] which offers free malware scans, business verification and certification display, however it is not a malware removal tool. In order to have the malware removed we do offer [redacted], which is a third party software that besides, scanning and...
locating the malware, it also cleans the files for an additional cost. It is intended to work for each individual website separately. According to our records [redacted] is currently protecting renaspromise.org. If the customer wishes to protect other web sites with [redacted], additional [redacted] credits can be purchased through the control panel, but it will be an additional cost. At this time, we have re-scanned the account and it is clean. We have enabled the account and the websites should be up and running. As a show of good faith we did add three month’s worth of hosting credit for the inconvenience.
Although we do not agree with all that was stated by The Endurance Group; we have reached an amicable resolution with them. We must state however that we did not receive any emails or other correspondence regarding the need to update our credit card information on the account associated with our non-profit's web page; although said emails may have been delivered directly into our spam folder without our knowledge. We were never in a collections mode or we would have been notified via telephone and we resent the term collections as it has negative connotations associated with it. However, since the company provided us with a discounted rate to restart our web page, we moved forward past this issue. We are not happy about having to spend numerous hours attempting to rebuild the site, but hopefully we will obtain assistance (if needed) from IPage.com. We have changed the email address on our account to one of our personal email addresses in hopes of preventing something like this from happening again in the future.
Regards,
[redacted]
We agree with the customer about removing malware as soon as possible to limit the impact on other internet users. We thank him for taking the matter seriously and removing the infected files from his web site. There was some confusion about the expectations, and we now clear that he did not expect us to disable our entire DNS; he just wanted us to redirect his site temporarily.In the meantime, just this morning, the conversation with the customer has improved and we believe the issues have been resolved. The customer is welcome to contact us back if he needs further assistance.
Thank you for the opportunity to address this complaint.Based on the billing history of this account it would appear our system attempted to bill the credit card on file on December 28, 2014 for the payment due on January 2, 2015. This new process helps us to ensure uninterrupted service to the...
customer. If there is an issue with the payment method on file, this gives the customer an opportunity to correct the issue before the account goes past due. We apologize for the inconvenience caused by this issue.According to the notes on the account the customer contacted our support staff on March 3, 2015 regarding the issue. As a result of the contact our customers future billing should again be processing on the 2nd of each month going forward. Her next billing date is set for April 2, 2015.As a gesture of goodwill, we have credited the account with one month worth of free hosting services, worth $20.99.Please let us know if you have any further questions or concerns.
We reached out to Mr. [redacted] and offered a few months of service free of charge as well as a direct line of communication to a senior support manager in case he ever has urgent issues requiring more immediate attention. Alternatively, if he was not interested in this offer, we could provide...
a full refund.
To Whom it may concern, We respond to this complaint as follows. We regret any frustration you may have experienced regarding your hosting account services. We were only able to locate one account with the information provided and were able to determine the technical issue you were...
experiencing has been resolved. It appears the representative had you reset the passwords for the email accounts and that solved the issue. Being that the resolution was related to resetting your password and this issue affected several accounts on different servers, it is unlikely the server was the cause of the problem.In accordance with Bluehost's Terms of Service, Bluehost does not provide customers with compensation for downtime or delay in service. As a goodwill gesture and in the spirit of mediating your complaint Bluehost is willing to provide one month of hosting at no additional cost to your clients once you have provided us with the primary domain of each affected account.In closing, we have made multiple attempts to contact you, however, we have been unable to make contact. Please feel free to contact us at any time should you like to discuss this matter further. Sincerely, BlueHost Customer Relations
The account has been canceled and a refund of $40.71 has been issued to the customer. The customer does have control of his domain through the Arvixe Billing Portal.
Revdex.com:Thank you for your assistance communicating with Endurance International Group. We are at an impasse and I would respect your decision to file this as unresolved. We could leave it at that. I did communicate with the company as I said but I am at a loss for not recording dates as I usually do.I have the option to drop their service and to not include them among my recommendations to students as a web service. I am glad we have organizations such as the Revdex.com to mediate. This helps consumers and businesses alike. I hope Homestead/Endurance formally joins the Revdex.com to be transparent. If they really are effective in customer service/community relations it will help them stay viable.Sincerely,[redacted]
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. Regards,
[redacted]
Our Corporate Support Team hasreached out to work with this customer directly to resolve their outstandingissues. In a way of background, this customer had initially signed up theiraccount on 4/28/2014. During that time they had also signed up for the “SiteBackup and Restore” feature billed at...
$25.90 for the 24 month period. OnDecember 13th this customer had subscribed to the [redacted]Essential package to coincide with their hosting service. This package is meantfor customers that typically have a more complex or robust [redacted] databasedriven website, as this add-on package is used to help with the management oftheir database, and more efficientlymaintain server resources for that database. With regards to the refund request,on 12/18 a prorated refund of $17.76 was issued back to the [redacted] account onfile. We are in the process of issuing the remaining $8.14 back to the [redacted].Should this customer choose to cancel their hosting service with our company wewould issue a prorated refund for the unused service remaining within the customer’scurrent term. With regards to this customer’stechnical issue, we first should emphasize the website appears to be activewith no current issues. The customer has expressed that they occasionally experiencean issue where a “Country select” screen appears or a re-install [redacted]screen shows up when trying to access their site. This is actually caused dueto the customer’s database reaching their [redacted] query limits. In reviewing the customer’saccount, it would appear they are using an abundant amount of resources forenabled [redacted] plug-ins and widgets. We have advised this customer todisable any unnecessary plug-ins and block the IP addresses of bots orpotential bots from accessing the site/database. We would also like toemphasize this issue is fixable, however does require customer involvement as thereis no issues with the platform, or the servers of which hosting this customer’ssite.
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]
[redacted]
To Whom it may concern, We respond as follows to this complaint. We have reviewed the Homestead community forum dating back to the year of 2014 to present and were unable to locate contacts made by Mr. [redacted]. We have also reviewed Mr. [redacted]'s account contact history and show one contact made to our support team via phone on June 24,2016 regarding the issues he was experiencing with [redacted] and Sitebuilder.Furthermore, our engineering team was aware of the compatibility issue between Sitebuilder and [redacted] in which we posted an announcement on the Homestead community forum informing customers of the known issue and recommended that customers who are a Sitebuilder desktop user postpone the update to [redacted] due to this issue. (https://community.homestead.com/homestead/topics/windows-10-and-sitebuilder-des...⇄ In light of this information, we feel that providing a refund of $99.96. for four months of the Website Gold Plus Hosting plan is an adequate form of compensation. Sincerely,Homestead Customer Relations
To whom it may concern,We respond as follows to this complaint. Mr [redacted] reached out to us on February 27th, 2016 attempting to renew his SSL certificate at that time for two years. It appears we were able to successfully renew and add the domain to his account on that same day. At that...
time we had charged $107.98 for the two year renewal of his sites SSL Certificate. On February 27th, 2017 he contacted us again letting us know he renewed his certificate again for three years, however the representative at that time was unable to get the new certificate installed and had to escalate the matter to our tech team. Our tech team resolved the issue with the SSL and the installation on March 3rd, 2017. The site then was secure and live at that time. We then received the Revdex.com complaint for the double charge of the SSL certificate. At that time we reached out to Mr [redacted] offering the refund for the SSL charge for three years since he was previously charged for an SSL renewal in 2016. We did refund the amount of $143.98 back to his credit card on file and advised Mr [redacted] as such. The situation does appear to have been settled with Mr [redacted] and he has been refunded and the SSL has been installed and his site is active. Sincerely,IPOWER Customer Relations
We respond as follows to this complaintMr. [redacted] contacted us on January 29th,2016 regarding a publishing issue he was experiencing with his website. Mr. [redacted] had different conversations with different representatives that caused confusion. Mr. [redacted] was receiving a free service due to a bug...
in the Weebly system that was later identified and fixed by our engineering team which resulted in Mr. [redacted]'s site not publishing all pages created.As of yesterday, February 17, 2016 we contacted Mr. [redacted] to address his concerns and to clear the confusion caused from previous conversations. We have set the service to cancel at the end of its current paid term per Mr. [redacted]'s request. At this time Mr. [redacted]'s issue should be resolved.Sincerely,Fatcow Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint.We were contacted by both [redacted] and [redacted] initially on July 30th, 2016 regarding the status of their domain name conceptphysio.com. The domain name renewal was paid for, however it did not process immediately as...
the domain name was registered through one of our legacy registrar partners. Because of this, the domain name renewal did not go through and continued to cause issues with both the customer’s email and website.This issue was escalated, however the main issue of the domain renewal was not dealt with until August 6th, 2016. This caused extended issues and much frustration on [redacted]’s end. We believe that we could have handled this situation in a much more effective fashion and as a courtesy to our customer, we have provided them with a year of hosting and a domain name transfer to move their domain name to a much more manageable platform.At this time, we can confirm that the issue has been resolved and the domain name, website and email are all functioning properly againThank you,iPage Customer Relations
Hello,We are sorry to hear about the frustration this has caused Mr. [redacted]. The issue that Mr. [redacted] is experiencing with adding additional email accounts has been escalated to our development team who are working to resolve this as quickly as possible.Mr. [redacted] has also been offered a full refund for the services due to the delay in getting it resolved and has communicated that he would like to continue to use the hosting services.At this time we have not had any additional questions or concerns from Mr. [redacted] and should any arise we ask that he please respond back to the recent e-mail communication and we will be happy to offer assistance.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted], with only one important point of clarification. Contrary to the computer data, I never submitted a purchase and never submitted authorization to process my credit card, and never purchased a domain. Therefore, from my perspective There never should have been a domain registered for me and thus, no services. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I appreciate the resolution and the timeliness.
Regards,
[redacted]
Our Corporate Support Team had initially reached out to this customer viaemail on January 19th with respect to their unwanted charge andrequest for refund. Please refer to “Exhibit A” attached for this communicationto the customer and our team. Through our initial communication we had askedthis...
customer to provide proof of billing so that we could ultimately identifythe transaction that had taken place. Later on January 19th, this customer did provide us with a copyof the billing statement showing the transaction of $149, which had taken placeon August of 2014. On January 20th, our team had responded back tothis customer by essentially confirming that the transaction had taken placethrough our Global Partner “[redacted]”, and that she would need tocontact this vender directly with respect to their refund request as we haveabsolutely no control or access into this partner’s billing interface. Withthis being said, we should emphasize this customer was not willing to cooperatewith our team, nor was she willing to accept our response and feedback assatisfactory to her liking. The customer service provided for this case wasindeed adequate as our team was attentive/responsive, and had provided accurateanswers to this customer’s inquiries, while following process adherence inaccordance with our Terms of Service. This simply was a case where this customerwas not satisfied with our provided responses and feedback, and therefore hadfocused on the “Legal” aspect versus working with us towards a solution. On January 22nd, since this customer appeared to not have beenwilling to reach out to [redacted] as previously suggested, our team hadreached out to this vender on her behalf to see what would be possible from ourend to work towards a resolution. We had informed this customer of our reachout attempt, and provided her with direct contact information for [redacted]Marketplace. Within minutes of sending this email, [redacted] was able tolocate the transaction from their end, and as of January 22nd, hadissued a refund of $149 as requested to this customer. Please see Exhibit Bdocumenting our team sending confirmation of the refund back to this customer.As of 1/25/2015 we had not heard back from this customer nor have received anyfurther follow ups with regards to the resolution of their dispute.
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
1. Endurance Brands - We engaged in a...
vetting dialog with all of the Endurance Brand subsidiaries that we spoke with. Each brand adamantly denied either verbally, in writing or in some cases both that they were not in any way, shape, form or fashion affiliated with any of the other companies the companies that made these denials are as follows: iPages, Bluehost, Hostgator, JustHost and A Small Orange.2. Downtime - There have been multiple downtime occurrences. This is inclusive of iPages, Bluehost, Hostgator, JustHost and A Small Orange. This is how we were able to determine not only were some of these companies were affiliated but in addition, they to some extent share the same infrastructure. In addition, at one time we even attempted to hedge our bet prior to making this discovery where our quality assurance server was on Hostgator, our production system on JustHost and a contingency system was on A Small Orange. It was at that time we encountered several issues with the packaging that existed on JustHost for the WordPress installation. We knew it was an issue of script configuration because the exact same site was running just fine on our quality assurance server on Hostgator. We even went as far as to invite the techs of JustHost and A Small Orange to review the configuration on Hostgator which is well documented in support chats. The techs for both companies respectfully declined. It is also important to note what gave us the final details of the affiliation is a system crash that occurred that impacted both JustHost and A Small Orange simultaneously. 3. Uptime Guarantees - There are people on our staff that were in upper tier IT management for companies like [redacted], [redacted], and some of the largest pharmaceutical companies in the world and have run and configured infrastructures that supported over 140,000 people simulratneously and moved trillions of dollars a day around the world. They are well versed in Service Level Agreements which generally include uptime guarantees and they were appalled when certain guarantees that were written guarantees by some of the affiliates were reneged upon by Endurance Brand organizations. 4. Website and Email Issues - It was appalling to our compare that one of the support people from an Endurance Brand compare after weeks of aggravation and discussion with technical support actually confided that they were well aware of the email issues and that the issues were in fact relative to the infrastructure that existed internally within the Endurance Brand companies. It was reaffirmed via discussions our technical people had with a member of support just last week and when the tech representative from Endurance fudged the length of time that the issue existed and was confronted by our technical guru, the Endurance Brand representative shared that the length of time that the issue existed was actually exponentially longer than was initially stated.5. Billing - Endurance was given the e-mails that included the documentation back in September. Endurance also in their letter shows what happened in their e-mail. If you notice the refund from Host Gator (3 months), i-pages (1 month) those were from the bank overcharges. The JustHost (1 month) was just given due to the fact my site has been down more than it has been up in December. A Small Orange is a lie because we never received that refund. We can not transfer out of this company until it stays up long enough to fix and move what little we can and until this problem is solved.After I filed with the Revdex.com I found the parent company of Endurance, [redacted] out of NY and contacted them. Because my site was down for over 112 hours we contacted Just Host and managed to get our IP address. In the course of doing this we managed to find out our site was not being hosted in America as we were told, but [redacted]. See proof in the attachment. We have several of these attachments done at different times and dates saying our site is hosted in [redacted]. This means that this is international fraud because Endurance is claiming that we are being hosted in Utah. Even when we brought them the proof, we were told this was not true, but the amount of evidence that we have is beyond reproof. I even have this in e-mails from Endurance.The problem with this being hosted in [redacted] was they repackaged my website and destroyed it before it was ever launched. We spent the entire summer creating a brand, a new site, hiring a PR team and getting ready for a TV launch. Due to what happened to us, we could not launch. We have spent sinceSeptember 1st trying to solve this problem. In the meantime the outage that lasted over 112 hours was during our Christmas season and stopped us from a December issue as well as a new TV contract. We are a print and on-line newspaper and the amount of money we have had to return to our advertisers for the November issue is over $5200.00 thanks to Endurance. We could not put out a December issue and as I write this we are trying to put out a January issue but without our e-mails and our contacts this is impossible. All of our business e-mails were frozen and then destroyed since mid September which has made this an even bigger issue. All of our contracts were in these e-mails. All our promotional material had these e-mails embedded and nobody could and can reach us. We lost clients at an alarming rate. After talking to Endurance I was able to get into my e-mail which had my bank accounts being hacked into and had warnings from my bank which I didn't see for over 2 months. Thank-God I have an amazing relationship with my bank and have several security measures in place. When Endurance finally addressed this issue I was told in a e-mail that their servers could not handle Safari and that was part of the problem. This is a outright lie because when I tried to open my co-owners e-mail in Firefox it was still corrupt. Then I was told that we had not set up four of the e-mails which were the marketing and information and I have proof of e-mails prior to the e-mail shut out. Endurance did offer us $3000.00 to go away but at this point without the money to pay back advertisers, to re-build my website and to re-launch the website we can not settle. The amount of what we have truly lost is approximately $354,000.00 and it grows monthly.I am cc'ing the people with whom I have been dealing with at Endurance, so this is fully out in the open. If you need proof of all of this I am more than happy to make hard copies and mail this to you or if there is a dropbox I could start uploading all the documentation that way. There is an extensive amount of material. As for the fact that they are claiming to have their businesses in America but have falsified this information and it is [redacted] do you need what we have or do I need to present this to another agency?
Regards,
[redacted]
The hosting plan does come with a [redacted] which offers free malware scans, business verification and certification display, however it is not a malware removal tool. In order to have the malware removed we do offer [redacted], which is a third party software that besides, scanning and...
locating the malware, it also cleans the files for an additional cost. It is intended to work for each individual website separately. According to our records [redacted] is currently protecting renaspromise.org. If the customer wishes to protect other web sites with [redacted], additional [redacted] credits can be purchased through the control panel, but it will be an additional cost. At this time, we have re-scanned the account and it is clean. We have enabled the account and the websites should be up and running. As a show of good faith we did add three month’s worth of hosting credit for the inconvenience.
Although we do not agree with all that was stated by The Endurance Group; we have reached an amicable resolution with them. We must state however that we did not receive any emails or other correspondence regarding the need to update our credit card information on the account associated with our non-profit's web page; although said emails may have been delivered directly into our spam folder without our knowledge. We were never in a collections mode or we would have been notified via telephone and we resent the term collections as it has negative connotations associated with it. However, since the company provided us with a discounted rate to restart our web page, we moved forward past this issue. We are not happy about having to spend numerous hours attempting to rebuild the site, but hopefully we will obtain assistance (if needed) from IPage.com. We have changed the email address on our account to one of our personal email addresses in hopes of preventing something like this from happening again in the future.
Regards,
[redacted]
We agree with the customer about removing malware as soon as possible to limit the impact on other internet users. We thank him for taking the matter seriously and removing the infected files from his web site. There was some confusion about the expectations, and we now clear that he did not expect us to disable our entire DNS; he just wanted us to redirect his site temporarily.In the meantime, just this morning, the conversation with the customer has improved and we believe the issues have been resolved. The customer is welcome to contact us back if he needs further assistance.
Thank you for the opportunity to address this complaint.Based on the billing history of this account it would appear our system attempted to bill the credit card on file on December 28, 2014 for the payment due on January 2, 2015. This new process helps us to ensure uninterrupted service to the...
customer. If there is an issue with the payment method on file, this gives the customer an opportunity to correct the issue before the account goes past due. We apologize for the inconvenience caused by this issue.According to the notes on the account the customer contacted our support staff on March 3, 2015 regarding the issue. As a result of the contact our customers future billing should again be processing on the 2nd of each month going forward. Her next billing date is set for April 2, 2015.As a gesture of goodwill, we have credited the account with one month worth of free hosting services, worth $20.99.Please let us know if you have any further questions or concerns.