Anderson Vision Center

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

Dear Revdex.com,*** *** filed a complaint stating difficulties with our service and refund issues.Our research found that on 12/18/14, Mr*** signed up for our Leads By Web product He called in 12/19/to cancel and request a refund He then agreed to keep the service over the
weekend with the understanding that he could still cancel if he was not satisfied On 12/23/14, our billing department issued a refund to Mr*** on the card he used to sign up for the service.I have provided Mr*** with my direct contact information if he should have additional questions in regards to this matter.Thank you*** ***Executive Support Office

Complaint: ***
I am rejecting this response because: The messaged went into my spam folderSo I did not receive it until I looked for itI will try and locate the information they are requesting and get it submitted as soon as possible.
Regards,
*** ***

*** *** filed a complaint due to difficulties with billing for a website product and had requested a refund
A member of the *** *** *** attempted to reach Mr*** on 10/via telephone and email, a voicemail message was left. Our research confirms the issue
had been resolved and the Customer had been refunded on 10/15. We ask that Mr*** contact us directly regarding additional concerns related to this matter

Dear Revdex.com,*** *** filed a complaint citing refund difficulties. A member of the *** *** *** reviewed Mr***’s account and confirmed the requested refund in the amount of $has been completed I have been in email contact with Mr*** confirming the refunds and providing direct contact information for our office We ask that Mr*** contact us directly if he has any additional questions or concerns related to this matter.Thank you*** *** *** ***

Dear Revdex.com,We have received the complaint for *** ***, complaint # ***.We have reviewed the client's account concerns and have successfully terminated the account as requestedWe have also refunded the last month payment of $and emailed a copy of the invoice
to the address on filePlease note, depending on the client's financial provider, it may take 7-business days for the funds to reflect within their account.Thank you,*** *** ***Web.om

Complaint: ***
I am rejecting this response because: As I explained in my previous response I have lost more than just the loss of my email.as a direct result of web.coms system failure I lost revenue and relationships with ***I feel the amount that I am asking for is fair
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I had reason to call again Tuesday and was once again kept on hold without an opportunity to even once speak to a live person for almost minutesTHREE times I got a message saying your wait will be minutesI finally again gave upIt is obvious these responses are for nothing more then show and real change is not going to happen
Regards,
*** ***

Complaint: ***
I am rejecting this response because I believe Web.com acted incorrectly in this situation and we should receive a refund since March (total $756.15). Because my *** was a minor, he did not feel comfortable terminating the service through calling since he heard that Web.com customer service has aggressive sales tactics by offering extra services that he did not want to get involved with.There are multiple reviews online that Web.com customer service is difficult to deal with, especially for canceling the serviceMy *** did not want to be directly involved with this type of communication since he felt he could make a mistake and respond incorrectlyHe attempted to cancel the service through the website portal If the website had a simple online feature to terminate the service instead of calling, my *** would have absolutely done soHe tried to find a “Cancel Service” button (a standard feature on many web services) throughout the website portal and settings, but this website does not have oneAs a suggestion, we recommend that an online option to cancel the service be provided.I think the reason for this is that Web.com tries to make it inconvenient to terminate a service by making one to go through their customer support, which has a bad reputation based on multiple reviewsThis way, my credit card continued to be billed.I was unaware about this situation since this was between the web service and a minorHowever, my *** did tell me that he believed the site was terminated since it showed a blank page instead of the website elements before, which we will explain later.We were unaware that we were being billed every month since we received no notification of this by email or phone callInstead, we were called by customer support for extra services that we did not wantThere was no mention of whether we wanted to close the website even though my *** sent a message to cancel the serviceWe received promotional emails and nothing about whether we wanted to terminate the service after the message to cancel the website was sentThe customer service did not communicate with us clearly about our intent to cancel the service and instead tried to promote us more services and features to pay forThis made this issue hidden.The result of sending this message through the portal had an impact on the website domain that we assumed meant the service was cancelled.On the day that my *** sent a message to terminate the website, instead of showing the webpage, it showed a blank page void of all elements that it had previouslyHe assumed that the website has been cancelled, thus he did not utilize the service any moreEven more, when he tried to use the features connected to the website through the portal, he noticed that they were disabled and had no impact on the blank pageWeb.com did not communicated as to why this change occurred.There was also very little to no usage of the service since March of None of the portal’s features were utilized at all since that dateThe website was simply a blank page.Our assumption was that since the website mysteriously transformed into a blank page on the day that my *** sent a request to terminate the service, that alone made us think that the service was cancelledThere was no response about this from Web.com.There was clearly an intent that my *** did not want to continue using the service since March of 2015, and he did not want to be billed for itHe clearly wrote in the message that he wanted the website to be cancelledHe was also confused about the service cancellation since the website became inactiveIf Web.com had a better reputation for its customer service, he would have been more likely to call.The website was closed and services were not utilized since March We should get a refund since the date he attempted to cancel the service, especially since this involved a minor who did not feel comfortable interacting with this businessThe intent to cancel the service was there with the message on 3/23/2015.The requirement to call customer support to cancel the service, which he heard was difficult to deal with, prevented him from doing soThe sudden change of the website to a blank page and no further communication from customer support about why this change occurred further complicated it.Since cancelling the website in March 2015, we ignored any promotional phone calls or emails because we did not want to pay for more services and felt that it was spamWe were unaware about the billing since March since we received no emails or phone calls informing us about it.The main point of this is that there was a clear intent to cancel the service and Web.com responded to our intent by deactivating the website, which we assumed means cancellation of serviceThus, Web.com should not have continued to bill us assuming that we were utilizing its featuresCustomer support should have also provided further information and been clearer about billing, the website’s change, and how to cancel the serviceI hope this explains why we believe we should have a refund of $756.15 for the following charges since 3/23/(the date of cancellation):4/2/2015$37.854/30/2015$37.855/28/2015$37.856/25/2015$37.857/5/201...⇄
Best Regards,
*** ***

Dear Revdex.com,We have received the complaint for *** ***, Complaint # ***.We have reviewed the client's domain name concernAfter a full review, we have found that the client has received a full refundIf the client would like to retain ownership of the domain name, she will need to contact customer supportSince the account was terminated and a full refund was given, the client will need to purchase the domain name in questionThere are multiple registration options that our specialists can assist withOur support team is available Monday through Friday 8am - 8pm EST and can be reached at ***.Thank you,*** *** ***Web.com

Dear Revdex.com,*** *** filed a complaint stating she was seeing an increase in spam This is her second complaint regarding this matter and the first rejection of this complaint.Ms*** has been provided direction on how to control her spam several times She is receiving legitimate marketing emails and emails from her own *** account These emails will have to be controlled by her In regards to extensions, we cannot block extensions on a global level This will prevent our customers from receiving legitimate emails from their customers.We ask that the Revdex.com considers this complaint closed Thank you*** *** ***

Dear Revdex.com, We have received the complaint for *** ***, complaint #***.We have reviewed the clients concerns and can confirm that a one time payment was processed on the accountThe client has used our Do-It-Yourself website services to host her website, this hosting
package did expire which caused her website to be taken offline due to non-paymentOnce payment was received, the services were restoredAt that time, it was the client's responsibility to restore her websiteOur team sent multiple communications to the client to assist in walking her through this task, but ultimately the client was unable to restore her site on her ownThe client, at this time, opted to purchase support from our specialists to assist in restoring her websiteThis was completed as requested and the client's site is now back onlineThe fee to restore services is non-refundable, our team completed the job as requestedWe apologize for any frustration this issue may have caused and wish Ms.*** nothing but the best.Thank you,Kellin HahnExecutive OfficeWeb.com

Dear Revdex.com, The *** *** at Web.com has acknowledged and addressed this client's email concerns, as well as their letter to our ** ** *** ***The issue related to the email storage capacity has been resolved and the client has confirmed that the email is now functioning
properlyWe have also advised the client, as per their request, that we will explore his email box's capability to be viewed on a different email platform and/or ability to sync storage feature to this 3rd party email devices. As a result of the client's confirmation that this issue has been addressed and resolved, we respectfully request that the Revdex.com consider this matter closed. Sincerely, *** ***Web.com

Dear Revdex.com,We have received the complaint for *** ***, complaint #***.We have reviewed the client's billing concerns and can confirm that the account has been terminated and a refund has been processedPlease note, it may take 7-business days for the funds to reflect
within the client's financial providerWe apologize for any inconvenience this issue may have caused and wish the client nothing but the best.Thank you,*** *** ***Web.com

Complaint: ***
I am rejecting this response because:
I called *** *** on several occasions and left my direct phone number on her voice mail. She occasionally contacts me via emailI respond to all of her emails. It does seem as though *** *** wants to resolve this issueI initially submitted the complaint on 9/5/and it has been over a month and the issue is still not resolved
I provided my phone number in these instances and other instances as well
From:
* *** ***
Sent:
Sun 10/12/10:PM
To:
*** *** (***
I provided my phone via email and on your voicemail several timesThe number again is xxxxxxxxxx (I blocked out for my privacy)
*** ***
From: * *** ***
Sent:
Wed 10/01/2:PM
To:
*** *** (***)
Hi ***, I am truly puzzledI have left my direct phone
number several times on your voicemail and emailed the phone number to
you, but you still call me on a different number. You claim that you
have tried to reach me but if you are not calling me on the phone number
I provided you, how are you trying to reach me
From:
* *** ***
Sent:
Tue 9/23/7:AM
To:
*** *** (***
Hi ***, I left you a voicemail message yesterday, waiting to hear back from youThanks
*** ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because:like I said before I was told that after the first months my rate would go down from $to $So I'm asking Revdex.com to get the phone conversation that I had with the customer service agent where it was stated and review the recording because when I tried to have them access the recording myself they responding saying it wouldn't be possible because of privacy issuesI know once the conversation that we had is brought to light, all doubts should be cleared upAs far as the $after the first year, that would be my option if I decided to continue having web.com service my websiteI could choose to accept or deny this offer because after that first year I was told that I would official own the website and I could then break ties with web.com or I could continue having them service it
Best Regards,
*** ***

*** *** rejected our response citing that her issue with her contact information being listed in search engine directories is still ongoing
A member of the *** *** *** has been working with Ms*** via email since the initial complaint We updated Ms*** on 9/that we have been working on the issue and requesting removal from search engine directories and have advised that some directories comply with the removal request immediately, while others may take several weeks
We continue to use our resources to assist with this issue and we ask that Ms*** work directly with us regarding the matter

Dear Revdex.com,We have received the complaint for *** ***, complaint # ***.We have reviewed the client's concerns and can confirm that the reversal was processed on 2/3/It may take 7-business days for the funds to reflect within your financial providerAlso, as stated in the previous response, the only remaining active feature within the account is the domain nameI have attached a copy of the invoice showing the reversal of the charge for the client as well.Thank you,*** *** ***Web.com

Complaint: ***I am rejecting this response because:This business makes it impossible for legally contracted representatives with all security information to service a client with no technical expertise or time to sit on the phoneWe will TRY to have the client call when she is back in town or has time to perhaps call *** ***, but with the poor customer service and extremely long hold times it may be months before the client is able.And knowing our previous experience with this business, they will make it very difficult for her to understand the process and it will most likely be unsuccessful in resolving the issue.ALL OTHER WEBSITE PROVIDERS IN THE INDUSTRY allow a contracted legal representatives assigned all security information the ability to make changes on the client's behalfThis provider is not in compliance with their own security measures by allowing administrators to the account perform any task at allI will continue to warn all other potential users through social media and other platforms of the incompetence and substandard business practices of this providerThis is a POOR BUSINESS and still deserves SUBSTANDARD RATINGS in all areas.
Regards,
*** ***

We have received the complaint for *** * ***, complaint # *** 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 can
confirm that direct contact was made by our *** *** to apologize for the customers experience and address his concernsWe can also confirm that we moved the client over to a new Custom Website platform to ensure the client was setup with ***. Again we apologize for the clients experience and we appreciate his feedbackThank You, Web.com