To Whom it may concern, We respond to this complaint as follows. Per our terms of service, design services are non refundable. However, due to Ms. [redacted]'s dissatisfaction with the new site design we have refunded half of the 'Tailored [redacted] Design' service that Ms. [redacted] has purchased. An additional refund in the amount of $624.98 was processed to the credit card on file ending in [redacted] and can take up to 5-7 business to appear on Ms.[redacted]'s bank account.Sincerely, Startlogic Customer Relations
To Whom it may concern, We respond to this complaint as follows.At this time our registrar operations team is looking into this matter further to ensure all aspects are reviewed in this case and a amicable resolution is provided for Mr. [redacted]. We will be reaching out to the customer via ticket...
number [redacted] in regards to this matter. We ask that Mr. [redacted] please update ticket [redacted] should he have any additional questions or concerns regarding this case. Sincerely,iPage Customer Relations
To Whom it may concern,We respond as follows to this complaint:On November 1, 2017, Ms. [redacted] contacted the Revdex.com to inquire about her experience with our support and requested a refund for services. We thoroughly reviewed her account, and would like to apologize for the...
misinformation. We can confirm that on November 2, 2017 a refund in the amount of $229.97 USD has been processed for Ms. [redacted] for the products listed below.Site Migration (Files+Database+Mail) for $150.00 USD Transaction ID: [redacted] Positive SSL for $39.99 USD Transaction ID: [redacted] Two seperate Managed VPS Basic fee's for $19.99 USD each. Transaction ID: [redacted] Transaction ID: [redacted] Thank you for bringing this to our attention.iPage Customer Relations
To Whom It May Concern, We respond as follows to this complaint. Mr. [redacted] contacted us on May 5, 2016 and requested more information regarding the downtime of his site as well as a credit. He was contacted by a manager within 48 business hours. He did have further questions that required...
answers from several departments. Unfortunately, the follow up questions were not answered for 10 days. As they pertain to numerous questions involving the Terms of Service the answers did take longer to produce. However, we should have provided an update. We did however reach out to Mr. [redacted] on May 19, June 6 and June 8. On June 10, Mr. Fairborn wrote "Do I need to reply every time I get an update in order for this to remain in Management's view?" and then contacted the Revdex.com on June 10 regarding his concerns with our terms of service and business practices. We did have our Abuse/Security Manager contact Mr. [redacted] via email on June 13 and again on June 17. He also attempted to call the customer on June 17 and June 20 to find out if the information he provided resolved the issue. We have yet to hear back regarding this incident. We have also issued a credit on Mr. [redacted]'s account. At this point we are unsure if the issue is resolved and all of Mr. [redacted]'s questions have been answered. He does have a full line of communication with our Abuse/Security Manager should he have any further questions or concerns. Regards, [redacted] Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I received a phone message when we were experiencing Hurricane Irma and had no electric. The phone message was from a person who said his name was Al and last name could not be heard. He indicated he was from Blue Host executive team. Al said he found my email for 50% off and would honor it. He left no return phone number so I called the number on my ID. The person I spoke with worked for Ipag and had no idea who Al was. I then called Blue Host and could not get help again. There is a long pattern of no help from Blue Host. What company does not leave a valid phone number to reach them. Needless to say, I still have no hosting and do not receive business emails and my website is down. As time goes by I am losing money. This will get more costly to me as time goes by. Obviously, I depend on my host and I have done nothing to avoid having hosting continue. Blue Host ignored my requests for months, Blue Host hung up on me when I call them for help and now Blue Host had not followed up after providing a way to contact them directly to address my concerns. This is not right. I have a business to run and I understand Blue Host does not care but I do.
I expect this to be resolved quickly. All communication from the Revdex.com needs to be in writing by mail.Regards,
[redacted]
This customer’s account was initially created on 2/14/2014, and was billed$20.14 for a one year hosting plan. On 1/25/2015 our Network Operations Teamidentified malicious infected files on this customer’s account; therefore toprotect the security of our platform as well as other customer accounts,...
we hadsuspended service to this customer’s account. We should note that although theaccount was suspended, the customer was still able to access their domain and applicablemanagement tools within their control panel. In review of the customer’saccount logs, there was never a point where the customer had been restricted fromdomain management access. On 1/27/2015 our Senior Technical Tier 2 Team had reached out to thiscustomer via email informing that although the account was suspended, theystill had access to their files via [redacted], or File Transfer Protocol to remedythe situation with their website files. Our team also made the recommendationfor the customer to subscribe to an add-on service called “[redacted]”, whichwould scan/cleanse the malicious content on the account. Professionallyspeaking, this was a perfect opportunity to recommend this product to thiscustomer in Lou of the recent infected files being identified on their account.The account was downgraded to a free domain parking account on 2/13/2015.Since the initial year for hosting service has now passed, this customer is noteligible for a refund.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
The company has indeed tried to reach out to me, however it was yet another attempt to up sell me on a service I already purchased. The company refuses to honor their contract with me, as can be seen from the screen shot from their own web page,I indeed had the pro plan, yet they refuse to make things right. Thank you to those at the Revdex.com for their help in this matter, I will be contacting my Attorney General to help out further with this issue of unscrupulous business tactic.
Regards,
[redacted]
To address this complaint further we have now emailed this customer as duringour research into this customer’s concerns we were unable to locate an accountfor this customer using the credentials provided within the Revdex.com complaint.Therefore kindly ask that this customer provide us with their account...
usernameor domain name associated with the account so that we can appropriately locate theirinformation. To address this customer’s concern, please note that new account signups aresubject to introductory rates and pricing. Pursuant with our Terms of Service(ipage.com/legal), account pricing will defer to the regular renewal rate oncethe initial introductory year has ended. Our system does typically emailcustomers upon service renewal as a courtesy. Customers may also find their renewalrate and processing billing date within the "Billingcentral" portionof their control panel. Lastly, should this customer choose to cancel their service, we will mostcertainly be glad to issue a full refund of $119.80 for the recent renewal. Toavoid confusion we ask this customer to verify that they do wish for theaccount to be canceled in its entirety and refunded accordingly.
Our records indicate the customer signed up on 07/04/2013. Both the hosting and domain registration automatically renewed in accordance with our Terms of Service. The customer can turn off autorenewal for hosting and domain registrations by contacting us or logging into their control panel before...
the renewal date. In this case, we don’t show an attempt by the customer to cancel autorenewal for either services before the services were scheduled to renew. Since the services were not canceled prior to renewal, the hosting plan renewed on 6/19/2015 and the customer was charged $239.76. The domain automatically renewed on 06/21/2015 and the customer was charged $16.99. The customer contacted us on 06/24/2015, after the services renewed and the charges were already processed. We already processed a full refund for the hosting renewal on 06/25/2015. For reference, once a domain has been registered or renewed it is non-refundable. The domain was set in our system to ADRS (Automated Domain Renewal Service). This service allows for the customer's domain to be automatically renewed prior to expiration to avoid any service interruption. For any domain that the customer has set to ADRS they will receive renewal notices via email prior to the domain being renewed 15 days before expiration. Below is a log of the renewal notice that was sent to the customer before the renewal date. Since we advise the customer that their domain will be renewed via email, we cannot issue a refund for a domain that was renewed using [redacted] 06/14/2015 6:29 AM remailer Sent Message# id:[redacted] title:Domain Renewal: 20 Days to [redacted]
To Whom It May Concern,We respond as follows to this complaint. I would like to express our deepest apologies to you for any frustrations you have experienced. I can confirm that we have reviewed the matter, and have determined that the charge in question is the annual renewal of your active web...
hosting plan (The FatCow Plan) for your account with the username of [redacted]co. This account was created on November 17, 2010 and has been on auto renew since. Additionally, we have sent notifications regarding the renewal to the email address on file ([redacted].com). Our records show that you updated the payment information on November 17, 2014 to the credit card ending in '3738' to renew your domain name ([redacted].com) and this card has been the billing method on your account since then. Per our Terms of Service, it is the customer's responsibility to inform us that they no longer wish to continue services with us. Unfortunately, we were not notified of this, which resulted in the hosting plan renewing automatically again. At this time, if you wish to cancel or downgrade your account to a domain parked account, which would give you the ability to manage your domain name, we would be more than happy to assist you. Once your account is downgraded or canceled we will proceed with the refund of the hosting renewal charge (131.88) that processed. Regards,Fatcow Customer Relations
To Whom It May Concern,We respond as follows to this complaint:On October 20, 2017, Mr. [redacted] contacted the Revdex.com to inquire about his experience with requesting a discounted rate for his Hosting account. After reviewing the account we found that on August 1, 2016, our agents sent...
Mr. [redacted] an email to the email address [redacted], explaining to Mr. [redacted], that this was a one time courtesy and that we will no longer continue to give the discounted rates upon [redacted]. On October 20, 2017 our agents offered Mr. [redacted] 107.40 for a year term in response to Mr. [redacted]'s complaint about the current terms price of $179.40 USD for a year term. (Please refer here to see our normal [redacted] rates: [redacted]). We are willing to honor this discounted rate one last time and have explained to Mr. [redacted] that going forward we will no longer offer these discounted rates. We have asked that if Mr. [redacted] would like to proceed with this offer, to please respond to our email and we would process the discounted rate for this upcoming term.Thank you for bringing this to our attention,PowWeb Customer Relations
Our records indicate this customer’s technical related issue has beendocumented through support ticket [redacted], and currently has been escalated toour Network Operations Team, the highest level of technical support offered withinour organization. It would appear this customer is using an...
application systemcalled “ShopSite”, which we offer through our control panel for customer use.The ShopSite program is primarily used as an eCommerce pre built shopping cartbuilder, however there are customers that choose to use ShopIste as their mainwebsite builder. The customer’s main concern revolves around not being able to edit productsand the product description in ShopSite. It does appear this may be a casewhere the customer has added a larger number of products to their shoppingcart, which may be causing an issue with how the application is performing. Ourpersonnel did suggest having the customer try and remove some unwanted orunnecessary images/products to see how the program may react. It appears the customerwas not willing to try this suggestion. This does appear to be an intermittent issue, as it works fine once we resetthe permissions and remove shopSite lock files. Our Network Operations Team iscurrently looking to see if this something we have the ability to correct onour end, whether this fix may involve our third party vendor, or if this is abug that may not be able to be fixed on an immediate basis. We will update thiscustomer once we have a better understanding internally of what our abilitiesare in terms of correcting this issue. Unfortunately ShopSite is becoming an outdated program, as newer and more robustprograms have since become available. ShopSite will more than likely be phasedout in the long term future. It may be in this customer’s best interest torebuild their site in one of our new website building programs, one inparticular is the Weebly Drag and Drop Builder. If this customer does not want touse one of our pre template based builders, they are more than welcome to use amore customized application such as WordPress, which is compatible with ourplatform.
Revdex.com:
The business response from [redacted] is inaccurate in terms of their claim of non-response from me. It took nearly 4 months before they sent a direct e-mail scheduling a pre-design phone call meeting with me. Since they contacted me via e-mail for that that appointment, we connected then with no problem. Afte. This is a portal which I don't access due to having trouble logging into in the past. This is why I specifically asked them to contact me via e-mail with any design progress which they declined to do. It seems that they employ a double standard when it comes to applying "time is of the essence" business concepts; particulary after they sell and secure a design agreeement.I am, however, willing to accept [redacted]'s offer to courtesy edits to my existing site ([redacted]) which they designed (but never fully built out) years ago. This site is currently live and I have been paying an annual fee for it --up until time of this dispute which then changed to monthly basis. I expect the offer of edits to include my initial re-vamp request which was to complete the "see examples" portions of my site (with job photos) and also improve the graphics of "recent projects" and "gallery" sections which have no zoom feature and is hard to see detail. I expect [redacted] to contact me via my e-mail address ([redacted]) for all correspondence or phone scheduling requests. If [redacted] completes the edits as outlined and requested by me above, then I will then consider my Revdex.com complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
The response
from domain.com is nothing but an attempt to confuse the issue. Dsarae R has no
idea what really transpired and is not focusing on ticket # ticket # [redacted]
& [redacted] which were opened to report the incident of deleted files. If domain.com had taken the trouble of going through these tickets, they
would realize that their own Support had acknowledged multiple times that the
files were deleted and were investigating the issue. We believe its not too difficult to analyze the server logs, antivirus
logs etc to find the root cause of the problem.
From [redacted]’s comments its crystal clear that he Is trying to cover the
major blunder of domain.com and frivolously making statements about
corrupted database. The issue was that
e-commerce solution folder and corporate website subdirs got deleted. Domain.com support when they restored those
folders the latest changes which took more than a day by our software engineers
to implement were missing so the changes had to be redone.Its extremely perplexing that domain.com instead of accepting their fault
is trying to cover their shortcomings which doesn’t augur well with us. We insist that they should pay for the lost
time and causing aggravation to us.
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]. I have added my rejection comments below.
[First, I want to acknowledge that StartLogic credited $175 to my business account after receiving my complaint from the Revdex.com and I am grateful to the Revdex.com for that. StartLogic’s response is better than nothing, but still unacceptable to me. I explain below how in my opinion it is too little too late.First, in my opinion, the fact that StartLogic would not refund the full $249.95 demonstrates that their SEOGears division does not stand by its work. It is true that I was told over the phone that their marketing division would receive 30%. I think most reasonable people would agree that charge is fair provided that their marketing division creates great ads and then partners with [redacted] to post them. This is what I thought I was agreeing to. I think most reasonable people would agree that charge is unfair provided that their marketing division creates mediocre ads that do not accurately describe the service offered and then suddenly refuses to post them. Both [redacted] and I had some difficulties along the way, but at every step in the process I sought a workable solution. I thought we found one and agreed to it before she cancelled. For more background on this, reread my original complaint. Second, in my opinion, the fact that StartLogic made me fight for the refund I was already promised by [redacted] demonstrates that StartLogic does not value me as a customer. The two support-ticket numbers I listed in my original complaint show three attempts I made to resolve this matter with StartLogic billing before complaining to the Revdex.com. At this point, I would think the StartLogic or Endurance International Group company official seeing my Revdex.com complaint would want to refund the entire amount for all this trouble even if he or she thinks I am only owed 70%. At this point, I would think the StartLogic or Endurance International Group company official would want to refund the entire amount for all this trouble because I have been a StartLogic customer for over six years, either as an individual or business. This leads me to believe that the problems I had with [redacted] and SEOGears could be symptoms of a larger attitude problem at StartLogic.]
Regards,
[redacted]
Mr. [redacted], Thank you for bringing this matter to our attention. I would like to sincerely apologize for the experience you've had so far with our Support regarding your VPS Hosting. I have shared your experience with our team to ensure that we take this as an opportunity to better our service and provide the outstanding customer service we strive to achieve. It is always our goal to provide our customers with a one-call resolution; however, we recognize that this is not always the case in certain circumstances. Even so, the lack of communication you have received regarding your email issues is not our standard and I ensure you that I will work with our teams towards delivering that quality we endeavor. Regarding the previous Revdex.com #[redacted] and your inability to send emails, my team has been committed to troubleshooting the issue and fully resolving the problem that occurred. We were able to successfully send and receive mail from Webmail without any difficulties. As for the emails that have been showing as 'Frozen' in the queue, these emails were going to an address that is trying to deliver to the root of the server. These are emails that are system generated responses for the server; they are created and 'Sent' if, for example, a cron job is made or if the server is recording a status change: it has been rebooted, active, inactive, etc. Furthermore, all other emails are delivering as intended at the time of sending. Lastly, please accept my apology for the miscommunication you've received regarding your VPS hosting and the capability of your Webmail. I will arrange for our agents to have continued education on these subjects in order to avoid situations like this in the future. Along with ensuring further education and understanding of our system for our agents, we will also provide corrective action to the necessary agents with the goal of meeting our one-call resolution standard. Additionally, we would like to offer you a credit for two months of your current VPS hosting package, a value of a value of $71.98 as well as two months of G Suite for a bundle of thirty individual licenses, a value of $300.00. We would like to offer you this as both are suited for large enterprises and offer a customizable email and hosting environment. If you would like me to give you a call at a time suitable to you, please let me know. Feel free also to respond to this email with any further concerns you may have. Kind regards, [redacted]Customer Relations Team Endurance International Group
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. As requested by Ipage, I have cancelled the complaint with [redacted] in order for them to process my remaining refund.
Regards,
[redacted]
To whom it may concern,we respond to this complaint as follows.On August 11, 2016 Mr. [redacted](“Customer”) contacted us about not receiving 1 of the 2 domains he purchased. On his initial contact with us we investigated the issue and determined that the customer was charged the correct...
price($38.34) for purchasing 1 domain name for 5 years. Our internal, as well as external billing system showed the customer had purchased a single domain name for 5 years. However the customer remained adamant that on his computer screen he was shown that upon check out he would be receiving 2 domain names for the price of $38.34.On August 12, 2016 the customer provided screenshots of the receipt he received from us in his email. Being that screenshots are often modified to mislead us, we remained skeptical of the situation. After speaking with [redacted] on August 22, 2016 he was able to show me how to replicate this exact error. With [redacted]’s assistance we found a interface glitch on the front of our website. We were able to ‘break’ the checkout page to show incorrect products and pricing which explained the situation that [redacted] was experiencing.In order to apologize and thank the customer for showing us a major flaw in our site, we provided him with the domain he requested for 5 years free of charge. At the time of this writing I am happy to say that we have mended our relationship with [redacted].Sincerely,Netfirms Customer Relations
To whom it may concern,We respond to this complaint as follows.Prior to commission payments being processed all sales are reviewed for qualified commissions. When reviews are performed we use the guidelines set forth on the affiliate agreement to determine eligibility of a sale. It appears the sale...
of "[redacted]" generated in February 2017 was deemed as unqualified for commission due to the lack of account activity. For sales to qualify for payable commissions we require moderate growth from the referred customer's account.If the sales lacks appearance of growth within 30 days of signup then commissions are either held for further review or forfeited. Per the Affiliate Agreement, iPage reserves the right to withhold initial Commissions Fees for Affiliates who are new to the Affiliate program, or who have commissions that are potentially fraudulent as determined by iPage in its sole discretion, to determine the legitimacy and cancellation rates of Referred Customers.[redacted]However, as a gesture of goodwill we submitted a manual payment request on July 5th, 2017 to have the sale of '[redacted]' paid out to Mr [redacted]. We can confirm that payable commissions were paid out on August 3rd 2017 to Mr [redacted]'s payment method on file. Sincerely,iPage Customer Relations
To Whom it may concern, We respond to this complaint as follows. Per our terms of service, design services are non refundable. However, due to Ms. [redacted]'s dissatisfaction with the new site design we have refunded half of the 'Tailored [redacted] Design' service that Ms. [redacted] has purchased. An additional refund in the amount of $624.98 was processed to the credit card on file ending in [redacted] and can take up to 5-7 business to appear on Ms.[redacted]'s bank account.Sincerely, Startlogic Customer Relations
To Whom it may concern, We respond to this complaint as follows.At this time our registrar operations team is looking into this matter further to ensure all aspects are reviewed in this case and a amicable resolution is provided for Mr. [redacted]. We will be reaching out to the customer via ticket...
number [redacted] in regards to this matter. We ask that Mr. [redacted] please update ticket [redacted] should he have any additional questions or concerns regarding this case. Sincerely,iPage Customer Relations
To Whom it may concern,We respond as follows to this complaint:On November 1, 2017, Ms. [redacted] contacted the Revdex.com to inquire about her experience with our support and requested a refund for services. We thoroughly reviewed her account, and would like to apologize for the...
misinformation. We can confirm that on November 2, 2017 a refund in the amount of $229.97 USD has been processed for Ms. [redacted] for the products listed below.Site Migration (Files+Database+Mail) for $150.00 USD Transaction ID: [redacted] Positive SSL for $39.99 USD Transaction ID: [redacted] Two seperate Managed VPS Basic fee's for $19.99 USD each. Transaction ID: [redacted] Transaction ID: [redacted] Thank you for bringing this to our attention.iPage Customer Relations
To Whom It May Concern, We respond as follows to this complaint. Mr. [redacted] contacted us on May 5, 2016 and requested more information regarding the downtime of his site as well as a credit. He was contacted by a manager within 48 business hours. He did have further questions that required...
answers from several departments. Unfortunately, the follow up questions were not answered for 10 days. As they pertain to numerous questions involving the Terms of Service the answers did take longer to produce. However, we should have provided an update. We did however reach out to Mr. [redacted] on May 19, June 6 and June 8. On June 10, Mr. Fairborn wrote "Do I need to reply every time I get an update in order for this to remain in Management's view?" and then contacted the Revdex.com on June 10 regarding his concerns with our terms of service and business practices. We did have our Abuse/Security Manager contact Mr. [redacted] via email on June 13 and again on June 17. He also attempted to call the customer on June 17 and June 20 to find out if the information he provided resolved the issue. We have yet to hear back regarding this incident. We have also issued a credit on Mr. [redacted]'s account. At this point we are unsure if the issue is resolved and all of Mr. [redacted]'s questions have been answered. He does have a full line of communication with our Abuse/Security Manager should he have any further questions or concerns. Regards, [redacted] Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I received a phone message when we were experiencing Hurricane Irma and had no electric. The phone message was from a person who said his name was Al and last name could not be heard. He indicated he was from Blue Host executive team. Al said he found my email for 50% off and would honor it. He left no return phone number so I called the number on my ID. The person I spoke with worked for Ipag and had no idea who Al was. I then called Blue Host and could not get help again. There is a long pattern of no help from Blue Host. What company does not leave a valid phone number to reach them. Needless to say, I still have no hosting and do not receive business emails and my website is down. As time goes by I am losing money. This will get more costly to me as time goes by. Obviously, I depend on my host and I have done nothing to avoid having hosting continue. Blue Host ignored my requests for months, Blue Host hung up on me when I call them for help and now Blue Host had not followed up after providing a way to contact them directly to address my concerns. This is not right. I have a business to run and I understand Blue Host does not care but I do.
I expect this to be resolved quickly. All communication from the Revdex.com needs to be in writing by mail.Regards,
[redacted]
This customer’s account was initially created on 2/14/2014, and was billed$20.14 for a one year hosting plan. On 1/25/2015 our Network Operations Teamidentified malicious infected files on this customer’s account; therefore toprotect the security of our platform as well as other customer accounts,...
we hadsuspended service to this customer’s account. We should note that although theaccount was suspended, the customer was still able to access their domain and applicablemanagement tools within their control panel. In review of the customer’saccount logs, there was never a point where the customer had been restricted fromdomain management access. On 1/27/2015 our Senior Technical Tier 2 Team had reached out to thiscustomer via email informing that although the account was suspended, theystill had access to their files via [redacted], or File Transfer Protocol to remedythe situation with their website files. Our team also made the recommendationfor the customer to subscribe to an add-on service called “[redacted]”, whichwould scan/cleanse the malicious content on the account. Professionallyspeaking, this was a perfect opportunity to recommend this product to thiscustomer in Lou of the recent infected files being identified on their account.The account was downgraded to a free domain parking account on 2/13/2015.Since the initial year for hosting service has now passed, this customer is noteligible for a refund.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
The company has indeed tried to reach out to me, however it was yet another attempt to up sell me on a service I already purchased. The company refuses to honor their contract with me, as can be seen from the screen shot from their own web page,I indeed had the pro plan, yet they refuse to make things right. Thank you to those at the Revdex.com for their help in this matter, I will be contacting my Attorney General to help out further with this issue of unscrupulous business tactic.
Regards,
[redacted]
To address this complaint further we have now emailed this customer as duringour research into this customer’s concerns we were unable to locate an accountfor this customer using the credentials provided within the Revdex.com complaint.Therefore kindly ask that this customer provide us with their account...
usernameor domain name associated with the account so that we can appropriately locate theirinformation. To address this customer’s concern, please note that new account signups aresubject to introductory rates and pricing. Pursuant with our Terms of Service(ipage.com/legal), account pricing will defer to the regular renewal rate oncethe initial introductory year has ended. Our system does typically emailcustomers upon service renewal as a courtesy. Customers may also find their renewalrate and processing billing date within the "Billingcentral" portionof their control panel. Lastly, should this customer choose to cancel their service, we will mostcertainly be glad to issue a full refund of $119.80 for the recent renewal. Toavoid confusion we ask this customer to verify that they do wish for theaccount to be canceled in its entirety and refunded accordingly.
Our records indicate the customer signed up on 07/04/2013. Both the hosting and domain registration automatically renewed in accordance with our Terms of Service. The customer can turn off autorenewal for hosting and domain registrations by contacting us or logging into their control panel before...
the renewal date. In this case, we don’t show an attempt by the customer to cancel autorenewal for either services before the services were scheduled to renew. Since the services were not canceled prior to renewal, the hosting plan renewed on 6/19/2015 and the customer was charged $239.76. The domain automatically renewed on 06/21/2015 and the customer was charged $16.99. The customer contacted us on 06/24/2015, after the services renewed and the charges were already processed. We already processed a full refund for the hosting renewal on 06/25/2015. For reference, once a domain has been registered or renewed it is non-refundable. The domain was set in our system to ADRS (Automated Domain Renewal Service). This service allows for the customer's domain to be automatically renewed prior to expiration to avoid any service interruption. For any domain that the customer has set to ADRS they will receive renewal notices via email prior to the domain being renewed 15 days before expiration. Below is a log of the renewal notice that was sent to the customer before the renewal date. Since we advise the customer that their domain will be renewed via email, we cannot issue a refund for a domain that was renewed using [redacted] 06/14/2015 6:29 AM remailer Sent Message# id:[redacted] title:Domain Renewal: 20 Days to [redacted]
To Whom It May Concern,We respond as follows to this complaint. I would like to express our deepest apologies to you for any frustrations you have experienced. I can confirm that we have reviewed the matter, and have determined that the charge in question is the annual renewal of your active web...
hosting plan (The FatCow Plan) for your account with the username of [redacted]co. This account was created on November 17, 2010 and has been on auto renew since. Additionally, we have sent notifications regarding the renewal to the email address on file ([redacted].com). Our records show that you updated the payment information on November 17, 2014 to the credit card ending in '3738' to renew your domain name ([redacted].com) and this card has been the billing method on your account since then. Per our Terms of Service, it is the customer's responsibility to inform us that they no longer wish to continue services with us. Unfortunately, we were not notified of this, which resulted in the hosting plan renewing automatically again. At this time, if you wish to cancel or downgrade your account to a domain parked account, which would give you the ability to manage your domain name, we would be more than happy to assist you. Once your account is downgraded or canceled we will proceed with the refund of the hosting renewal charge (131.88) that processed. Regards,Fatcow Customer Relations
To Whom It May Concern,We respond as follows to this complaint:On October 20, 2017, Mr. [redacted] contacted the Revdex.com to inquire about his experience with requesting a discounted rate for his Hosting account. After reviewing the account we found that on August 1, 2016, our agents sent...
Mr. [redacted] an email to the email address [redacted], explaining to Mr. [redacted], that this was a one time courtesy and that we will no longer continue to give the discounted rates upon [redacted]. On October 20, 2017 our agents offered Mr. [redacted] 107.40 for a year term in response to Mr. [redacted]'s complaint about the current terms price of $179.40 USD for a year term. (Please refer here to see our normal [redacted] rates: [redacted]). We are willing to honor this discounted rate one last time and have explained to Mr. [redacted] that going forward we will no longer offer these discounted rates. We have asked that if Mr. [redacted] would like to proceed with this offer, to please respond to our email and we would process the discounted rate for this upcoming term.Thank you for bringing this to our attention,PowWeb Customer Relations
Our records indicate this customer’s technical related issue has beendocumented through support ticket [redacted], and currently has been escalated toour Network Operations Team, the highest level of technical support offered withinour organization. It would appear this customer is using an...
application systemcalled “ShopSite”, which we offer through our control panel for customer use.The ShopSite program is primarily used as an eCommerce pre built shopping cartbuilder, however there are customers that choose to use ShopIste as their mainwebsite builder. The customer’s main concern revolves around not being able to edit productsand the product description in ShopSite. It does appear this may be a casewhere the customer has added a larger number of products to their shoppingcart, which may be causing an issue with how the application is performing. Ourpersonnel did suggest having the customer try and remove some unwanted orunnecessary images/products to see how the program may react. It appears the customerwas not willing to try this suggestion. This does appear to be an intermittent issue, as it works fine once we resetthe permissions and remove shopSite lock files. Our Network Operations Team iscurrently looking to see if this something we have the ability to correct onour end, whether this fix may involve our third party vendor, or if this is abug that may not be able to be fixed on an immediate basis. We will update thiscustomer once we have a better understanding internally of what our abilitiesare in terms of correcting this issue. Unfortunately ShopSite is becoming an outdated program, as newer and more robustprograms have since become available. ShopSite will more than likely be phasedout in the long term future. It may be in this customer’s best interest torebuild their site in one of our new website building programs, one inparticular is the Weebly Drag and Drop Builder. If this customer does not want touse one of our pre template based builders, they are more than welcome to use amore customized application such as WordPress, which is compatible with ourplatform.
Revdex.com:
The business response from [redacted] is inaccurate in terms of their claim of non-response from me. It took nearly 4 months before they sent a direct e-mail scheduling a pre-design phone call meeting with me. Since they contacted me via e-mail for that that appointment, we connected then with no problem. Afte. This is a portal which I don't access due to having trouble logging into in the past. This is why I specifically asked them to contact me via e-mail with any design progress which they declined to do. It seems that they employ a double standard when it comes to applying "time is of the essence" business concepts; particulary after they sell and secure a design agreeement.I am, however, willing to accept [redacted]'s offer to courtesy edits to my existing site ([redacted]) which they designed (but never fully built out) years ago. This site is currently live and I have been paying an annual fee for it --up until time of this dispute which then changed to monthly basis. I expect the offer of edits to include my initial re-vamp request which was to complete the "see examples" portions of my site (with job photos) and also improve the graphics of "recent projects" and "gallery" sections which have no zoom feature and is hard to see detail. I expect [redacted] to contact me via my e-mail address ([redacted]) for all correspondence or phone scheduling requests. If [redacted] completes the edits as outlined and requested by me above, then I will then consider my Revdex.com complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
The response
from domain.com is nothing but an attempt to confuse the issue. Dsarae R has no
idea what really transpired and is not focusing on ticket # ticket # [redacted]
& [redacted] which were opened to report the incident of deleted files. If domain.com had taken the trouble of going through these tickets, they
would realize that their own Support had acknowledged multiple times that the
files were deleted and were investigating the issue. We believe its not too difficult to analyze the server logs, antivirus
logs etc to find the root cause of the problem.
From [redacted]’s comments its crystal clear that he Is trying to cover the
major blunder of domain.com and frivolously making statements about
corrupted database. The issue was that
e-commerce solution folder and corporate website subdirs got deleted. Domain.com support when they restored those
folders the latest changes which took more than a day by our software engineers
to implement were missing so the changes had to be redone.Its extremely perplexing that domain.com instead of accepting their fault
is trying to cover their shortcomings which doesn’t augur well with us. We insist that they should pay for the lost
time and causing aggravation to us.
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]. I have added my rejection comments below.
[First, I want to acknowledge that StartLogic credited $175 to my business account after receiving my complaint from the Revdex.com and I am grateful to the Revdex.com for that. StartLogic’s response is better than nothing, but still unacceptable to me. I explain below how in my opinion it is too little too late.First, in my opinion, the fact that StartLogic would not refund the full $249.95 demonstrates that their SEOGears division does not stand by its work. It is true that I was told over the phone that their marketing division would receive 30%. I think most reasonable people would agree that charge is fair provided that their marketing division creates great ads and then partners with [redacted] to post them. This is what I thought I was agreeing to. I think most reasonable people would agree that charge is unfair provided that their marketing division creates mediocre ads that do not accurately describe the service offered and then suddenly refuses to post them. Both [redacted] and I had some difficulties along the way, but at every step in the process I sought a workable solution. I thought we found one and agreed to it before she cancelled. For more background on this, reread my original complaint. Second, in my opinion, the fact that StartLogic made me fight for the refund I was already promised by [redacted] demonstrates that StartLogic does not value me as a customer. The two support-ticket numbers I listed in my original complaint show three attempts I made to resolve this matter with StartLogic billing before complaining to the Revdex.com. At this point, I would think the StartLogic or Endurance International Group company official seeing my Revdex.com complaint would want to refund the entire amount for all this trouble even if he or she thinks I am only owed 70%. At this point, I would think the StartLogic or Endurance International Group company official would want to refund the entire amount for all this trouble because I have been a StartLogic customer for over six years, either as an individual or business. This leads me to believe that the problems I had with [redacted] and SEOGears could be symptoms of a larger attitude problem at StartLogic.]
Regards,
[redacted]
Mr. [redacted], Thank you for bringing this matter to our attention. I would like to sincerely apologize for the experience you've had so far with our Support regarding your VPS Hosting. I have shared your experience with our team to ensure that we take this as an opportunity to better our service and provide the outstanding customer service we strive to achieve. It is always our goal to provide our customers with a one-call resolution; however, we recognize that this is not always the case in certain circumstances. Even so, the lack of communication you have received regarding your email issues is not our standard and I ensure you that I will work with our teams towards delivering that quality we endeavor. Regarding the previous Revdex.com #[redacted] and your inability to send emails, my team has been committed to troubleshooting the issue and fully resolving the problem that occurred. We were able to successfully send and receive mail from Webmail without any difficulties. As for the emails that have been showing as 'Frozen' in the queue, these emails were going to an address that is trying to deliver to the root of the server. These are emails that are system generated responses for the server; they are created and 'Sent' if, for example, a cron job is made or if the server is recording a status change: it has been rebooted, active, inactive, etc. Furthermore, all other emails are delivering as intended at the time of sending. Lastly, please accept my apology for the miscommunication you've received regarding your VPS hosting and the capability of your Webmail. I will arrange for our agents to have continued education on these subjects in order to avoid situations like this in the future. Along with ensuring further education and understanding of our system for our agents, we will also provide corrective action to the necessary agents with the goal of meeting our one-call resolution standard. Additionally, we would like to offer you a credit for two months of your current VPS hosting package, a value of a value of $71.98 as well as two months of G Suite for a bundle of thirty individual licenses, a value of $300.00. We would like to offer you this as both are suited for large enterprises and offer a customizable email and hosting environment. If you would like me to give you a call at a time suitable to you, please let me know. Feel free also to respond to this email with any further concerns you may have. Kind regards, [redacted]Customer Relations Team Endurance International Group
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. As requested by Ipage, I have cancelled the complaint with [redacted] in order for them to process my remaining refund.
Regards,
[redacted]
To whom it may concern,we respond to this complaint as follows.On August 11, 2016 Mr. [redacted](“Customer”) contacted us about not receiving 1 of the 2 domains he purchased. On his initial contact with us we investigated the issue and determined that the customer was charged the correct...
price($38.34) for purchasing 1 domain name for 5 years. Our internal, as well as external billing system showed the customer had purchased a single domain name for 5 years. However the customer remained adamant that on his computer screen he was shown that upon check out he would be receiving 2 domain names for the price of $38.34.On August 12, 2016 the customer provided screenshots of the receipt he received from us in his email. Being that screenshots are often modified to mislead us, we remained skeptical of the situation. After speaking with [redacted] on August 22, 2016 he was able to show me how to replicate this exact error. With [redacted]’s assistance we found a interface glitch on the front of our website. We were able to ‘break’ the checkout page to show incorrect products and pricing which explained the situation that [redacted] was experiencing.In order to apologize and thank the customer for showing us a major flaw in our site, we provided him with the domain he requested for 5 years free of charge. At the time of this writing I am happy to say that we have mended our relationship with [redacted].Sincerely,Netfirms Customer Relations
To whom it may concern,We respond to this complaint as follows.Prior to commission payments being processed all sales are reviewed for qualified commissions. When reviews are performed we use the guidelines set forth on the affiliate agreement to determine eligibility of a sale. It appears the sale...
of "[redacted]" generated in February 2017 was deemed as unqualified for commission due to the lack of account activity. For sales to qualify for payable commissions we require moderate growth from the referred customer's account.If the sales lacks appearance of growth within 30 days of signup then commissions are either held for further review or forfeited. Per the Affiliate Agreement, iPage reserves the right to withhold initial Commissions Fees for Affiliates who are new to the Affiliate program, or who have commissions that are potentially fraudulent as determined by iPage in its sole discretion, to determine the legitimacy and cancellation rates of Referred Customers.[redacted]However, as a gesture of goodwill we submitted a manual payment request on July 5th, 2017 to have the sale of '[redacted]' paid out to Mr [redacted]. We can confirm that payable commissions were paid out on August 3rd 2017 to Mr [redacted]'s payment method on file. Sincerely,iPage Customer Relations