Anderson Vision Center

[redacted] filed a complaint citing difficulties in receiving a refund A member of the [redacted] reviewed Mr***’s account and confirmed with our Billing Department that a refund in the amount of $was issued on 6/13/to the [redacted] card he used initially when he signed up for the service We have emailed Mr [redacted] on multiple occasions and provided the transaction ID credentials that confirm the refund was successfully processed and accepted by his Financial Institution We have advised Mr [redacted] several times to contact his bank and provide them with the transaction details so they may trace his refund and assist him in having it applied to his account Mr [redacted] has been provided with contact information to our office in case of any additional questions or concerns related to this matter

Dear Revdex.com, On 1/Ms [redacted] signed up for our custom website service and her credit card was authorized in the amount of $This was not a deduction of funds, simply a hold on the amountOn 1/ [redacted] was billed $for the services On 1/16, [redacted] called in and requested to delete and refund the amount that was chargedOn 1/Web.com refunded the full amount $114.95)The website that was created for [redacted] has also been taken down per her request [redacted] also mentioned that the sales agent she spoke with assured her that the account would not be charged until [redacted] approved the websiteThe call has been reviewed and the supervisor of the agent she spoke with has coached the agent as a result of the conversation they had Web.com has successfully satisfied [redacted] ’s requests At this time, we respectfully request that you consider this matter closed Thank you, [redacted] Web.com / [redacted] Style Definitions */

Dear Revdex.com,We have received the complaint for [redacted] ***, Complaint # [redacted] .We have reviewed the customer's account concernsAfter a full review, we have found that an agent did call out to Ms [redacted] and offered to take over the Do It Yourself websiteOur [redacted] offered to build the site for the client and informed the client of the necessary costs associated with us building and designing the site for Ms***At this point, this offer was declined and the Do It Yourself website remained activeThere were multiple email notifications that were sent to the client about the Do It Yourself account including renewal noticesThe account remained active for over a year's time and was not successfully terminated until the client called in on October 16, It is the client's responsibility to contact our support team to terminate any account, as stated in our terms of service agreementThank you, [redacted] Web.com

Dear Revdex.com,We appreciate you bringing this matter to our attentionWe have investigated the complaint and our findings are below.• Web.com and or its subsidiary registrars are not providing hosting services for the domain name and have no control over its content We are simply providing registrar services for the domain Our information shows that the website for the Mail records may be hosted by [redacted] .• As a courtesy and as an attempt to address the client's concerns, we have forwarded his complaint to the current registered name holder of the domain, in hopes that they will reach out to the client directly and resolve.Thank you for your attention in this matter, and we respectfully request this matter be considered closed as resolved[redacted] , a Web.com service [redacted]

Dear Revdex.com, On 8/26/15, Web.com received a complaint from your office filed by [redacted] In this complaint, [redacted] cites over-priced services and quesitonable billing to the accountA member of the Web.com [redacted] reviewed the account to address these claimsIt was found that on 7/19/15, [redacted] renewed her domain name for a 1-year term, purchased Private Registration for the domain name for a 1-year term, and rather than renewing her existing mailbox, a new email box was purchasedThis new email box has yet to be configured or used in the accountOn 7/22/17, the existing email box in this account was deactivated due to expiration, which is when [redacted] called our [redacted] and renewed her existing email boxThe mail box was reactivated right awayIn this case, I beleive the mail box added by [redacted] on 7/19/was an error, and was meant to be a renewal for the current mail box in the accountThe existing mailbox price has recently increased to $per year, which the cusotmer was notified of within the laset monthsTo bring this matter to a [redacted] , we have refunded the full amount of the unconfigured email box, which was purchased in error ($20.99)We have also applied a refund in the amount of $toward the yearly renewal of the existing mail boxThe full amount of this email box cannot be refunded as it is actively being used at this timeThe Private Registration that was added to this domain on 7/can also be refunded, but will need [redacted] to contact our [redacted] to request this service to be cancelledIf requested, [redacted] will receive an additional refund of $Invoices for both transactions have been emailed to both email accounts requested ( @ [redacted] ).To address ***'s concern with the email performance and functionality, ***'s email box is currently on the oldest email platform available This platform was introduced years ago, and is imply no longer compatible with updated versions of internet browsers and/or operating systemsA simple free upgrade of ***'s mailbox, which can be performed from within the mail box, will eliminate most issues the client is experiencing with their emailA total refund in the amount of $has been issued as of 8/26/to ***'s credit card and will be processed within 1-business daysAlthough attempts to contact [redacted] by phone have been unsuccessful, if the customer would also like to cancel and refund the Private Registration service recently added to the account, she may contact support for this request.Thank you, [redacted] Web.com

Dear Revdex.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 thoroughlyThe client did have services with us from 4-9-to 1-8-The $is the introductory price for the first month, the following billing for each month is $· July 7, 1016- The client spoke with collections about his uncollected billing and updating his method of payment$was collected at this timeIn conclusion, I do apologize that the client was not satisfied with the product that he had purchasedThe client was made aware of the billing on July 7th when he spoke with collections to update his method of payment and collect the uncollected billing at that timeAs a courtesy, we have refunded three months of billing, totaling $We apologize for any confusion or frustration this may have causedThank you, [redacted] Web.com

Dear Revdex.com, We have reviewed the complaint for [redacted] , Complaint# [redacted] We have reviewed the customer’s refund requestShe set up the account on July 28, and was charged on July 30, for $ Customer was given a free month for AugustOur records show that we received a charge back for $on November 16, from the customer – this covers the $charge for July 30, There are no other funds due to this customer as the $charged was reversed due to the charge back Thank you, [redacted] Web.com

Complaint: [redacted] I am rejecting this response because I will not accept it until the money is in my accountAlso, I haven't been given a time allocation of how long it will take Regards,

[redacted] filed a complaint citing issues with his website A member of the [redacted] ***e sent an email on 11/10/to discuss the issue due to the time difference We are working with Mr [redacted] to get his website up again Mr [redacted] has been provided with direct contact information to our office in case of any additional questions or concerns related to this matter

Complaint: [redacted] I am rejecting this response because: I do understand that the domain privacy was added at no costNow as time has passed I have been better able to understand what was effected by my email services being terminatedWeb.com has taken responsibility for my email being terminated without warningThey stated in an email to me that they have several systems in place that are designed to prevent clients from having loss of email services without notificationThey also admitted that all of their safety systems fail and that I was in deed terminated without being informed As a direct result of losing my email I have confirmed that I lost inspection job valued at $USD I had clients contact me for work via email during the period of loss I was able to book the second inspection via phoneI also missed an email from a service provider informing me that there was an issue with my services with themI had to spend time on site to get the issue worked outI could have had the issue resolved before it was an issue but I didn’t have any emailThis loss of service reflected poorly upon my business and has left an impression of unreliabilityBecause I can no longer trust in the reliability of web.com I had to choose a new web registration company and professional email servicesThis all takes timeDue to loss of work, loss of time, and loss of reputation I feel a sum of $USD would be fair as recompense for damages Regards, [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 client completed their full year of website servicesAt this time, our team is preparing to send the entire website files to the client so that they can have full control of their sitePlease allow 2-business days for this process to complete and for the client to receive their filesWe certainly apologize for any frustration or inconvenience this issue may have caused and will be looking into the concerns associated with our agents and the manner in which they presented themselves to the clientThank you, [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 Thank you to Revdex.com and to Web.com for sorting this out as fast as you didPlease can Web.com figure out a way to help their customers know what the are paying.There have been so many complaints like this one Regards,

Dear Revdex.com,We have received the complaint for [redacted] , # [redacted] .Please know that we take customer dissatisfaction very seriouslyWe have confirmed that the client did an account with us from June 5th till January 30, After researching during this time frame she did pay a total of $When she signed up on June 5th she agreed to the terms and conditions and service agreement that were provided to herAt the beginning of the service agreement is states,” This promotion provides Customer with a discounted rate of $per month for the first (1) billing cycle of the related ServicesAfter the first (1) billing cycle, Customer's recurring fee will automatically change to then current rateThe current rate for the Services is $per billing cycle (every four weeks).”There are no records of the client calling and cancelling the account which is also mentioned in the same document, “Customer may cancel prior to the end of the promotional period or at any time thereafter by contacting Web.com at [redacted] The Services are to be further governed by the terms and conditions found at [redacted] .” It is also repeated in the terms and conditions.We are sorry to hear that we will not be helping in assisting her to move her business forwardWe did see there was quite a bit of inactivity on the accountAs a customer courtesy we have refunded the amount of $We wish you and your business the best in moving forward.Thank you, [redacted] Web.com

[redacted] filed a complaint citing refund difficulties and a negative customer service experience A member of the [redacted] completed a review of the account and confirmed that a refund totaling $was accommodated on 9/20/ We were unable to call the customer as no telephone number was provided However, an email was sent on 9/confirming the refund and providing our direct contact information [redacted] responded via email on 9/requesting an additional month refund We are reviewing the request and will work directly with the customer to bring this matter to resolution

Dear Revdex.com, [redacted] filed a complaint stating she was seeing an increase in spam This is her second complaint regarding this matter.In our research, we did not find any issues with her email filters We found that there are emails coming from her [redacted] account as well as legitimate marketing email from companies that can be unsubscribed to There are no errors to be corrected in her account.Ms [redacted] has my direct contact information I ask that she contact me directly with any questions she may have.Thank you [redacted]

Dear Revdex.com, We have received the complaint for [redacted] , # [redacted] Please know that we take customer dissatisfaction very seriouslyWe have confirmed that the client did have a leads by Web productDuring the time Mr [redacted] had the service from October to April his total charges were $4,219.67, not the amount stated or requested in the refundThe client was receiving leads and hitting the lead range, this range did drop when the budget was reduced from $to $On 12-9-a request was placed to pause the campaign and switch the direction of products that Mr [redacted] would like to targetAuthorization to launch the campaign again was not received until 3-23-Mr [redacted] placed a cancellation for the product on 4-11-17, this did not allow for the campaign to run the standard days to generate even more leadsUnfortunately after researching the tickets and calls Web.com does not owe a refund since services were providedThere is no guarantees with a Leads by Web product which it also states in the Terms of Service that the client signed and agreed tooThe lead range was hit while the campaign did runAs far as the smaller jobs and a minimum of $order this was not mentioned until the cancellation had already been placed in AprilDue to the time we were informed we would have not been able to make the change for the client to see the resultAgain Web.com apologizes that Mr [redacted] was not satisfied with the service that was provided as we want nothing more than to set business’s up for success and we wish him and his all the best as it grows in the futureThank you, [redacted] Web.com

Dear Revdex.com, We have reviewed the complaint for [redacted] ***, Complaint # [redacted] .We have reviewed the client’s concerns and have found no records of the client calling to cancel his account, other than on February 12, Since June 23, the customer was charged $ every four weeksAs a customer service gesture, we have refunded the full amount, totaling $ Please note it maybe take 7-business days for this to reflect, depending on the client’s financial institutionWe have emailed confirmation of the refund to the email address on file Thank you, [redacted] Web.com

Dear Revdex.com,We have received the complaint for [redacted] , complaint # [redacted] .We have reviewed the client's billing concerns and can confirm that two support tickets were created on 3/23/requesting to terminate the accountIn both cases, the client was advised that due to our terms of service, that were agreed upon at the time of purchase, we do require accounts to be cancelled verbally, on a recorded line, for security purposesEven though these tickets were submitted to terminate the account, that would not affect the website as no action was taken to disable any services.The client was sent clear instructions twice to phone in to support directly for cancellation of the account, because no phone calls were ever made, the account remained activeWe certainly apologize for any frustration this issue may have caused, but a service was providedWe do not monitor the usage since this is a DIY (Do It Yourself) account, and therefore would not have known whether or not the client was logging in to utilize the accountAs stated previously, the account has been terminated and no further billing will occur moving forward.Thank you, [redacted] Web.com

Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Dear Revdex.com, Please know that we take customer dissatisfaction very seriously, and we are very sorry to hear that this client had a poor experience while attempting to renew his domainAfter thoroughly reviewing Mr [redacted] ’s concerns via complaint # [redacted] , as a customer service gesture, we have waived the reinstatement fee of $and discounted his domain renewal from $to $for a one year We have renewed the customer’s domain, and spoken with customer and he is very satisfied with this resolution We thank Mr [redacted] for his feedback and wish him the very best in future business endeavors [redacted] Web.com