Anderson Vision Center

Dear Revdex.com, We sincerely apologize for the frustration this has caused The client signed up for a promotional bundle package The first cycle of this package had a promotional charge of $4.90, and then subsequent charges were $on a week recurring cycle As a courtesy we have refunded the last payment of $49.80, please allow 5-business days for processing, and the account has been cancelledThank you, [redacted] Web.com

Dear Revdex.com,On 4/14/15, [redacted] submitted a Revdex.com complaint citing difficulties receiving a refund in the amount of $for a hosting package she has not been usingThis package was sent on automatic renewal.On 4/21/15, a member of our [redacted] reached spoke to [redacted] via phone and informed her that a full refund will be issuedWe have initiated a full refund in the amount of $142.50, which will be processed within the next 1-business daysIn addition, the hosting package will be deleted from her account to avoid any additional charges related to this package.As a result of meeting this customer's requests to satisfaction, we respectfully request that you consider this matter closed[redacted] Web.com

Complaint: [redacted] I am rejecting this response because:I contacted your company regarding releasing my domain name on 8/I have not received any communications that the subject domain name has been releasedThe case will remain open until I have my domain name was released to me By the way, I received a communication that you issued a refund AFTER I contacted the Revdex.comThank you Regards, [redacted]

Dear Revdex.com,We have received the complaint for [redacted] , complaint # [redacted] .After a thorough review of the account, we have found that the client is not due a full refundThe client agreed to the terms of service and did not affirmatively terminate the account until June 30, The client opted for a do-it-yourself account which also came with a domain name that was registered for free for a one year termWe understand the sensitive nature of the clients health and have offered a refund in the amount of $as a customer service gesture.Thank you, [redacted] Web.com

Dear Revdex.com, Ms [redacted] rejected our previous responses and opened a new complaint citing her issues had gone unresolved Her initial request included a compensation request for free services from [redacted] .Ms [redacted] rejected our offer to refund her last invoice in the amount of $and cancel services if she remains dissatisfied with our email/hosting services However she has accepted a $credit on her account as an alternate offer I have attached the email conversation.Our technical support team will continue to monitor Ms [redacted] 's account and provide assistance where needed We ask that Ms [redacted] contact us directly for further assistance with this matter[redacted] , a Web.com service [redacted] ***

Dear Revdex.com, We have received the complaint for [redacted] ***, complaint # [redacted] We apologize, for the client’s most recent experience with our companyPlease know that we take customer dissatisfaction very seriouslyAs a result we have reviewed this matter thoroughly and can confirm that the customer has been refunded all of his money as of 10/20/Thank You, [redacted] Web.com

[redacted] filed a complaint citing refund difficulties and requesting the cancellation of his services A member of the [redacted] spoke with Mr [redacted] on 10/30/and apologized for any difficulties We have agreed to accommodate his refund request and will ensure that the services are cancelled A refund in the amount of $has been approved We ask that Mr [redacted] allow – business days for the refund to post to the credit card Mr [redacted] has been provided with direct contact information to our office in case of any additional questions or concerns related to this matter

Dear Revdex.com, We sincerely apologize for the frustration Mr [redacted] experienced The client’s contract ended for his Annual Custom Website and the client chose to take the physical website files to a different host as is allowable for this product after a year term The client was provided two site copies, which upon review were complete site copies with no missing or corrupted files In doing so the client is given the option to pay to have our team complete the transfer or to do it himself The client elected to move the site on his own to a 3rd party host so there would be very little Web.com or [redacted] could do to assist with that migration Unfortunately, the new 3rd party host was unable to host the website (this is per the client and for an unknown reason) The client then chose to purchase a hosting environment with [redacted] to migrate his website to Unfortunately the client was unable to fully migrate his website correctly which caused errors and formatting problems on the new host The client called in several times for assistance to which the teams at Web.com and [redacted] worked together to fix the website as a courtesy to the customer The teams were successful in correcting the errors and the website now resolves correctlyThe client has received $in discounts and waived billing; furthermore the client was not charged the typical $fee for assisting with the website migration Unfortunately due to the large amount of money refunded and to the client already we would not be able to extend further refunds as he has already received a “major portion” of his total expenditures We do regret the experience Mr [redacted] had, however, he was provided with a working website and ***eting, was extended many discounts and refunds, and lastly did not elect for a paid transfer service to avoid any errors with the transfer Thank you, [redacted] , Web.com

Revdex.com: Thank you for the updateWe appreciate web.com's offer and, per their written communication, will communicate directly with [redacted] ( [redacted] of Advanced Custom Website) to validate the detailed promises and commitments made by the [redacted] group (web.com)We note cautiously that many prior promises have been made and not met.We also note that we were just billed $more today by web.com for services that continue to not be provided Additionally, in an extended 2-hour call yesterday on 02/14/with [redacted] (ticket # [redacted] ) with the web.com hosting group, he acknowledged that significant errors were made in the hosting setup for the new site - thus choking all traffic to the new site (resulting in essentially no visitors for the last month since the launch)It appears these errors were made by ***This will obviously have to be addressed by [redacted] considering the entire program goal was to increase traffic and not choke it down to nothingBeyond hosting errors that choked traffic to essentially zero, we have an expert-prepared audit that indicates the new site has dozens of issues including pages with no meta descriptions, broken links, title tag best-practice errors, broken internal links, pages with 4xx status code, etcetc..! We note there was no site quality review performed with us (ever) - this could very well be why there are so many issues to the siteNote there is no 'contact page' on the site either And finally, for the record, we would note that the release contract form is commercially conflicted - it would possibly make sense if the contract referred to only [past] contractual obligations but this contract seems to demand a release for ALL 'forward-looking' future work as well (this is the part that does not make sense since that in theory would leave web.com with the legally-unchecked ability to do and charge as they please with no commercial repercussions)We will assume it is simply a structural typo in their layout I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me pending confirmation from [redacted] ( [redacted] of Advanced Custom Websites) of detailed deliverablesI will be connecting by email shortly with *** Regards, [redacted]

Dear Revdex.com, We apologize for the experience Mr [redacted] had Unfortunately the phone conversation is proprietary to Web.com and would require a subpoena to be released We apologize for any confusion, but the phone call was reviewed and the agent does state that after the first year with the product the monthly recurring rate would drop from $to $and at no point is it stated that after months the price reduction would be in effect This is further supported by the Terms of Service Mr [redacted] agreed to Lastly, Mr [redacted] himself writes “after the first year, that would be my option if I decided to continue having web.com service my website I 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.” After the first year it is his decision to stay with the service and pay less per month or he can take the website to a new hosting provider This implies Mr [redacted] is aware of the terms he agreed to and is aware of the price reduction after the first year and not after monthsWe again sincerely apologize for any confusion and Mr [redacted] can see the details of his service online or by calling a [redacted] As a customer courtesy we have processed a skip-bill for Mr [redacted] discount his next bill on 6/1/by $and hope this gesture serves to resolve this concern We thank Mr [redacted] for his patronage and we consider this matter closedThank you, [redacted] , Web.com

Dear Revdex.com, [redacted] filed a complaint citing billing issues and refund difficulties.We have cancelled Ms [redacted] 's account and refunded $to the customer's billed account.I have provided her with my direct contact information should she continue to have difficulties.Thank you [redacted]

Dear Revdex.com, We have received the complaint for [redacted] **, complaint # [redacted] We have reviewed the client’s billing concerns and can confirm that the client did agree to the terms of service associated with his [redacted] website accountThe client can also view our full service agreement by visiting [redacted] The client’s claims of their web designer disappearing have not been found to be accurateOur records indicate that the designer began contacting Mr [redacted] on 4/8/and a string of communications continue through June 29, The client was then transferred to our maintenance team for any additional changes that may not have occurred during the initial set up periodAdditionally, our records indicate numerous attempts by our team to reach out to Mr [redacted] to assist in requested design changes falling unanswered, there are multiple email notifications that were sent advising that they had attempted to reach out to him but it appears he was consistently unavailableThe client was never under any contract and if he was unhappy with the service, he could have called in to cancel at any timeCurrently the account is still active but in a past due statusWe do recommend that if the client no longer wishes to retain the account that he phones in to our specialists to proceed with terminationWe certainly apologize for any inconvenience this may cause, but at this time, no refunds due on the account.Thank you, [redacted] Web.com

Complaint: [redacted] I am rejecting this response because: Every CALL that I made to the company ignored my reasons for callingI had NO FAITH in then using a call to cancel I spoke to at least REPS and told them all the same thingMy agreement per calls was 1) they were to put my web page on hold 2) I would get back to them after I resolved health issues and could work on cleaning up the mess they made of my page THAT WAS DONE VIA A CALL That was the only way I agreed to keep working with them I NEVER authorized their designed page to be publishedAs I said before it contained made up stuff about my business that could get me in trouble with [redacted] and jeopardized the career I had worked so hard to build upThey were notified in June that I was "PASSING" on their offer until then Regards, [redacted] ***

Dear Revdex.com,We have received the complaint for [redacted] , complaint # [redacted] .We have reviewed the client's concerns and have found that the customer filed a charge-back with their financial provider for the renewal of their domain nameThe name is now with a new registered name holder and the client will need to contact that company in order to resolve their concerns.Thank you, [redacted] Web.com

Complaint: [redacted] I am rejecting this response because: Web.com simply did not record my phone calls, as I did call to cancel my account and was told by a representative that it would be handledEven as I called this week to discuss a new matter with my domain, I recorded my conversations with my own phone, and found that Web.com showed no record of my phone call to customer service on Monday, January 2ndThe representative from billing told me that she had no record of the conversation I'd had with customer service within the same hour of speaking to billingI told her I was recording my phone call with her, and her [redacted] explained to me that I was not allowed to record our conversation, in addition to not allowing me to handle matters through written documentationIt has become clear that Web.com does not want the consumers to have any protection or documentation of matters, which makes it difficult to prove when we request a cancellation or hold Web.com accountable for any situations that occur Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I still do not have the ability to manage the accounts for my domain names and did not receive sufficient explanation for the security breachI did spend a significant amount of time working with [redacted] and I appreciate her time, due diligence and professionalism during our interactions.I ask that all reviewing the case understand how frustrated I am that this happened in the first place and as a result I was required to fax and email on multiple occasions copies of my driver's license and water bill per [redacted] s policy in order to identify myself as the registrant of both domain names[redacted] s is not providing me access to manage my domain names at the present time, though changes were made to the accounts after the identification process over the phoneI was told after the holidays were over I would be able to login to the domain name management interface however no exact date or time was specifiedUntil that time I cannot see for myself how both accounts are configured, though for the moment hosts within both domains are properly resolving.Secondly, the initial security breach which occurred on 11/26/where the [redacted] s management interface for my domain names was obviously compromised and purchases for [redacted] s were made within the domain name management interface which allowed parties unknown to hijack both of my registered domain namesI need to know how this occurred, how it can be prevented in the future and what information was leaked to the unauthorized person(s) which gained access to both accountsI would ask that this case not be closed until I have access to manage both accounts and a sufficient explanation of the security breach which allows unauthorized persons access to manage both accounts starting on 11/26/and any personal information exposure associated with my accounts and the recovery process, e.gthe faxes and emails of scans of my driver's license, water billwhen and how are they disposed of, who has potential for access to view that personal information Regards, [redacted]

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 thoroughly with several team members to better understand these issues and respond appropriatelyAs a result we can confirm that on 12/13/the client called in to cancel their services for the Website and the Ecommerce storeOn that same day the services were cancelled and as promised Web.com did not charge the client any additional feesHowever, it appears the charges the client is referring to came from a third party company [redacted] and Web.com does not have any affiliation with [redacted] and would not be able to have any control over their financial affairsSince the service was with [redacted] , Web.com would not have been able to advise the customer to cancel their services with a third party companyIf the client would like to receive a refund the client would have to contact [redacted] to receive a refund for the charge he received from that companyThank 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 appropriatelyAt this point, Mr [redacted] has spoken with several specialists on our Support Team, as well as myselfI’ve confirmed that during each of phone calls with our Support members, it has been thoroughly explained to the client that what he is asking for is simply not something our software is able to accommodateAs stated on multiple occasions, we, unfortunately, do not have the ability to transfer all the orders over to a new company, as Mr [redacted] has requestedOur software is designed to pass [redacted] compliance and does not provide the ability to obtain credit card information after a day transaction periodMr [redacted] has advised that most of his business’ transactions occur on an annual basis, which is why there are multiple orders that fall outside of the above mentioned day time frame that we are not able to assist him withAlthough we are not able to accommodate Mr [redacted] ’s specific request, we have offered to switch the client over to a less expensive Ecommerce package to help his business as they transition to a new platform/companyWe are here to assist the client anyway we can and have given options on what we are able to doDuring our last phone call with the client 3-1-17, he advised that he would discuss further options with his team prior to making any decisionsI’ve since spoken with the client and gave my contact information on top of direct supports to make sure we take care of them during the processAgain, we apologize for any frustrations this has caused, and wish nothing but the best for Mr [redacted] and his business in the future.Thank you, [redacted] Web.com

Complaint: [redacted] I am rejecting this response because:Dear [redacted] *** (Web.com to Revdex.com public relations responder)and [redacted] (engineer for the [redacted] software that is misfiring):I received your responseCAN YOU PLEASE ASSIST ME AS A 7+ YEARS USER OF YOUR SOFTWARE? Just trying to deflect and “side track” the issue is NOT resolving this matter at all!Telling “I am a user of your software and how sorry you are that “I feel frustrated” doesn’t do anything to solve this problem.PLEASE READ THIS BELOW AND HELP:The issue isn’t about my feelings and you “understanding how frustrated I feel.” I’m asking you to assist me and help resolve thisNot send emails around to people or another courtesy reply back to the Revdex.com.PLEASE REACH OUT TO [redacted] Your software is integrated with themIt there is a communication problem between YOU/Web.com/ [redacted] and [redacted] and I (as an honest 7+ year user of our software cannot resolve it with [redacted] can you “PLEASE CONTACT THEM and RESOLVE THIS COMMUNICATION issue between [redacted] and [redacted] .See details below--- I’m just trying to get helpSo please don’t ping back another response that just ‘kicks the can down the road’ and doesn’t resolve this matter1.) I have been in this situation many times with [redacted] Example: I get sent to [redacted] I talk to an engineer equally qualified as you who then sends be back to you and you send me back to [redacted] again.2.) I'm using your platform because you have a [redacted] integrationI have exhausted my capacity to "ping pong ball myself" back and forth from you ( [redacted] /web.com) and [redacted] on this processing problem-It's entirely possible [redacted] credit card processing may be more the problem than [redacted] However, conversely, like I said an equally qualified engineer, in fact 2engineers at [redacted] who have done tests on my website and [redacted] have concluded it is [redacted] 3.) I have gotten no where since November 1st trying to solve this issue with you and [redacted] You tell me it is [redacted] and I should keep calling them [redacted] tellsme it is you and I should keep badgering you to fix it4.) Since you support [redacted] and have gotten this error over the last 80+ customer orders using your shoppingcart platform since November 1st, can you please contact them to resolve this problem your cart is having communicating with [redacted] ? I'm merely a user of your platform for 7+ years trying to use your integration with [redacted] that clearly is misfiring over and over againAnd I can't get teams of engineers from either [redacted] or [redacted] to resolve it I truly understand your belief (at this point) it is ONLY a [redacted] issueThat my ONLY-way to solve it I should keep on calling [redacted] and trying to persuade [redacted] engineers each day, it is their issue for another 30-days, just is NOT workingI'm willing to keep an open mind until this gets figured-out that it could be mostly a [redacted] issue/orHowever, as you can understand if teams of engineers (at [redacted] and then also [redacted] haven't been able to diagnose and fix this) obviouslysomeone who is just a consumer user of the software is NOT at all qualified or capable of diagnosing and solve itAs you know, that is what I have been doing for over days nowIf you could please extend a one-time courtesy as a long-time user of your platform and call [redacted] ....You articulate the issuein a language and wording they will understand, they can "look under the hood" and fix it Regards, [redacted]

Dear Revdex.com,We have received the complaint for [redacted] , Complaint # [redacted] .We have reviewed the customer's billing concernsWe have been in contact with the client and have agreed upon a refund in the amount of $ We have emailed the client copies of the invoices for his refund and he should expect to see this process within 3-business days.Thank you, [redacted] web.com