Anderson Vision Center

I do not accept the response to resolve and close this case until the full amount is refunded to our credit cardWeb.com in their response to the Revdex.com said the refund was effective 1/28/In their response it seems like the refund is already doneIn their email to me they are stating the refund will take up to days to reflect and if I haven't received it by then to call them backGiven this company's unreliability we request this case to remain open until the funds have been received in our accountThank YouAttachment: Copy of email sent by Web.com

Dear Revdex.com,We sincerely apologize for any confusion regarding Mr [redacted] ’s account and billing Upon review of the initial sales call Mr [redacted] was not promised a lower rate ($99.95) after the first months However, I can confirm he was promised a lower rate after the first year with the service which would drop from $to $ This decrease will be effective on October 19th, Again, we sincerely apologize for any confusion and as a customer courtesy we have processed a “skip bill” for the Mr [redacted] Mr [redacted] ’s next payment of $was due on June 1st, will now instead be due on June 29th, We hope this serves as a gesture of good faith to Mr [redacted] to alleviate his concerns.Thank you, [redacted] , Web.com

Dear Revdex.com,We have received the complaint from [redacted] , complaint # [redacted] .We have reviewed the client's concerns and can confirm that an account was set up under the name of [redacted] that was published live on April 4, On 5/10/2016, Mr [redacted] called in to support to terminate the services, but since he was not listed as an authorized account holder, he was unable to do soMr [redacted] was sent a 'Change of Ownership' form to complete and send back to update the primary account holder information in order to proceed with cancellationOn 5/12/Mr [redacted] was sent a response advising that the information provided was not complete as there were missing items, such as a copy of a valid photo IDWe did not receive valid information to update the account and therefore we were unable to terminate the servicesAs of 9/12/the account has been set to terminate and there will be no further billing associated with any servicesThank you, [redacted] Web.com

Dear Revdex.com, We sincerely apologize for the experience Ms [redacted] received Unfortunately, after a thorough review of the calls and emails made to Web.com by the client there was no evidence that a phone call was made to cancel the account On January 5, 2016, the client contacted customer support due to wanting a different domain name for her account as the one she originally associated with the account was already registered to a 3rd party She was instructed to contact billing the next day (the billing department was closed at the time of this call) so we could extend to her a free domain registration that comes with that package Instead the client signed up for another service via Web.com’s online store later on that same dayThe client did send an email later that day (January 5, 2016) requesting to cancel her order, however, for security and liability reasons we cannot cancel a service via email A reply to that email was sent to her informing her of the need to call in on January 6, The body of the email read: “As stipulated in the Web.com terms and conditions, a customer may request the cancellation of "...Services by calling Web.com customer service, whereby this termination request may be recorded..."For more information about the Web.com terms of use, please see the following link [redacted] ” This is a necessary step in the cancellation process as 1) the termination request is recorded and 2) we can verify the rightful owner of the account Regretfully, no further communications were made by the client in regards to cancelling her service The client also did not receive any confirmation of the cancellation as it was ultimately never cancelledAs a customer courtesy we have refunded the last payments totaling $Thank you, [redacted] Web.com

Dear Revdex.com, We have reviewed this client’s complaint and have investigated these claims through the client’s account historyThe client signed up for Website/Marketing services on 9/A total of payments in the amount of $were made (9/13, 10/11, and 12/6)The monthly, $payment for November was waived on 11/8, as promised by supportIn addition to the waived November payment, the payment made on 12/was also fully refunded, as per the client’s requestThis refund was issued on 12/7, when the account was cancelledThis leaves a current total balance paid to Web.com of $Considering the time and labor involved with work completed on this account between 9/and 12/7, a determination was made that a full refund is not warrantedThe client’s website was fully designed, and made activeContinued communication between the client and Web.com staff did occur regularlyIn addition to design/hosting services, marketing for the website was also active throughout the life of this accountWeb.com did incur costs to actively submit this website for optimizationBearing in mind that 50% of total costs of these services (which the client agreed to), have previously been waived/refunded, and an exceptional amount of resources/labor were utilized directly for this account, we are extremely confident that no further refund can be considered warrantedThe client’s services have been cancelled and no future billing will occur Best regards, [redacted] Web.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

We have received the complaint for [redacted] , complaint # [redacted] Please know that we take customer dissatisfaction very seriouslyAs a result, we have reviewed this matter thoroughly with several team members to better understand these issues and respond appropriatelyAftering completing a full review of the account we can confirm that that client did not have domain privacy so we would not be able to provide the client with a refundThank You, [redacted] Web.com

We have received the complaint for [redacted] , complaint # [redacted] Please know that we take customer dissatisfaction very seriouslyAs a result, we have reviewed this matter thoroughly with several team members to better understand these issues and respond appropriatelyWe have confirmed that our system is performing correctly when a customer purchases a recurring billing productThe current problem the client is experiencing is coming after the initial charge is processed successfullyHowever, when we request to have [redacted] create a recurring profile for that customer in the clients [redacted] account, [redacted] is rejecting that requestOur support team has used all resources on our end to find a resolution for the client and have also followed up with the client by email and phone to provide assistanceUnfortunately, since the error is coming from the [redacted] account which is a third party system we do not have the ability to trouble shoot the issue that is occurring with the [redacted] accountOn 12/8/our team followed up the client by email advising the client that the error would have to be corrected by [redacted] and we have not received a response from the clientAgain we apologize for any inconvenience this may have caused the customer and we wish nothing but the best for our client

Dear Revdex.com,We have completed a thorough review of the client’s accountThe client is requesting for us to recover a domain name for them despite the fact the client clearly breached the contract governing the provision of services and Web.com accordingly (and properly) terminated the client’s domain name service as a result of their breach.The client filed a chargeback with their financial provider for the annual renewal fee The client originally purchased the domain name, < [redacted] >, in December of The client added a Safe Renew feature to the account, a feature which ensures the automatic renewal of the domain name on a yearly basis On October 14, 2015, the domain name was automatically renewed in advance of the upcoming renewal date On November 18, 2015, however, the client filed a chargeback with their credit card company disputing the charge This chargeback action by the client clearly breached the governing contract – which is the Master Service Agreement (a complete copy of which is found here) – and Web.com therefore was authorized to terminate the domain name service Below is the relevant section of the Master Service Agreement which addresses termination where a client files a chargeback to their credit card relating to services:TERMINATION AGenerallyWeb.com may terminate this Agreement immediately for any or no reason and without notice to youWithout limiting the foregoing, Web.com reserves the right to suspend or terminate all Services immediately without notice to you if Web.com determines, in its sole and absolute discretion, that you have failed to comply with your obligations as set forth in this AgreementIn the event of your chargeback by a credit card, charge card or other payment method, or other non-payment by you in connection with your payments of the applicable billing cycle fee, renewal fee or other applicable fee, you acknowledge and agree that all of your Services may be suspended, canceled or terminated, in our sole and absolute discretion and without notice to you.At this time, the domain name is now residing with a new registered name holderThank you, [redacted] Web.com

[redacted] *** filed a complaint due to difficulties with the automatic renewal of his domain name and had requested a refund and cancelation A member of the [redacted] attempted to reach Mr [redacted] on 10/and 10/ via telephone and email, voice mail was left and direct contact information was provided We issued the requested refund and completed the cancellation on 10/and we ask that the Customer contact us directly regarding additional concerns related to this matter

Dear RevDex.com,We have received the complaint for [redacted] , # [redacted] .We take customer satisfaction very seriously. We can confirm that this customer does have an account with Web.com. Web.com would be more than happy to assist the client in cancelling the account and refunding... what needs to be refunded. Web.com does take the security of our clients accounts very seriously and unfortunately we have not been able to assist this customer due to her not being listed on the account or verifying the login credentials.The agent that the customer spoke with on August 2nd did provided the Primary Contact Registration paper work that is needed for security of the account to change the Primary. Once this has taken place support could assist further as the customer would be listed on the account.On August 23, 2017 a chargeback was issued by the client and accepted. Once a chargeback is placed the account is cancelled and was on the same day.Web.com does apologize for any frustration this customer may have experienced but there is a standard security measure that is taken to ensure the security of a clients account. The chargeback was issued and the account has been cancelled we wish nothing but the best for this customer in the future.Thank you, [redacted] Web.com

Dear Revdex.com,We have received the complaint for [redacted] , complaint # [redacted] .We have reviewed the client's account concerns and have verified that our design team is in the process of redesigning the site as well as assisting with optimizing the site to 100%The customer will receive notification from our team once the changes have been completedWith this type of redesign, please allow 3-business days for completionPlease feel free to contact our modifications team any time any changes are necessary for your site, our team is available Monday - Friday from 8am - 8pm ESTThank you, [redacted] Web.com

Dear Revdex.com,We have received the complaint for [redacted] , Complaint # [redacted] .We have reviewed the customer's billing concernsAfter a full review we have found that the customer is not due a full refundThe client signed up for services and agreed to the terms and conditionsThe account has since been terminated and we have provided the customer with a refund for one month of service as a customer service gestureWe have emailed confirmation to the email address on file for the account.Thank you, [redacted] Web.com

Dear RevDex.com,We have received the complaint for [redacted] ***, Complaint # [redacted] .We have completed a full review of the client's concerns. The client's accounts have been completely terminated and we have issued a refund in the amount of $229.90 in the form of a... check. We have reached out to the client to make him aware that his refund is in process and that we have also removed him from our marketing emails. Please allow 7-10 business days for this to arrive.Thank you, [redacted] Web.com

Dear Revdex.com,Thank you for bringing this matter to our attentionHere are our findings.Refund of the $was processed and confirmed on 11/28/to a CC ending in ***.The reference number for the refund is [redacted] - I would suggest the client speaking to their financial institution if they have not yet received it.We respectfully request this matter be closed as resolved[redacted] , a Web.com service [redacted]

Dear Revdex.com,We have received the complaint for [redacted] , complaint # [redacted] .We have reviewed the client's concerns and can confirm that the account has been fully terminatedThere will no longer be any billing associated with the services and the $charge has been refunded Please note, it may take 7-business days for the funds to reflect within the client's financial provider but we have also sent a copy of the invoice to the email address on file for the client's records.Thank you, [redacted] Web.com

Dear Revdex.com, We have received the complaint for [redacted] , complaint # [redacted] .We have reviewed the client's cancellation request and can confirm that the account listed under savvymomsunite.com was terminated as requested on 6/15/The confirmation notice has been resent to the client as requested and our billing team has addressed the refund of servicesWe apologize for any frustration this issue may have caused and wish nothing but the best for the client's future endeavors.Thank you, [redacted] ***Executive OfficeWeb.com

I accepted the monetary offer but I am still awaiting a technician to contact me to resolve the issue I have been having for the past years with spam in my email account [redacted] has the worst spam filter I have ever seenI worked in IT for years and have never seen a spam filter work this poorly I keep getting excuses about what I should have done and why the spam filter is not catching the spam or why valid emails are being caught in spamThe problem needs to be fixed immediately The money does not resolve the issueIt is a just a band-aid placed over a large wound Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I was not supplied two site copiesThe first one was not complete and was missing the files that contained the photosThat's why my site had no photos in it from Feb8th to the 21stSo that is not trueThey even told me that file was missing, and so did [redacted] The reason I tried to move it to a third party (godaddy) to host is because web.com ruined my ***eting with wrong phone numbers and addresses and I needed to find a company that knew what they were doing [redacted] realized as well that files were missing so that's why I want to [redacted] I did migrate the site correctly to [redacted] with their assistance and like I said they saw that files were missing as wellI did not migrate the website incorrectly causing errorsWeb.com for months has lied to me and tried to blame others for their mistakesThat's part of what is so frustratingIt's not a courtesy of web.com to resolve the problem, it's their job! They sent me a bad copy, that's where the problem startedThe fee of $for migration was never mentioned to me, and why would they charge me that if the error was their fault when a bad site copy was sent to me in the first placeI am still waiting for the second copy which I have not receivedWhy is a second copy supposedly on its way if the first copy was fine according to them?? This company has lied to me continually and still continue to do so even in this responseThe refunds were due to their horrible ignite ***eting campaign and has nothing to do with the mess they created with my website and the fact that my pictures were not on my website for the period mentioned [redacted] says I was provided with a working ***eting systemHow is that when their ignite program had wrong phone numbers and wrong addresses listed on the search engines for the entire year in which I continually complained and they did nothing about it? That program almost entirely ruined my business and from what I can see it ruined many other people's as well Regards, [redacted]