Anderson Vision Center

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 completed. With this type of redesign, please allow 3-5 business days for completion. Please 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 EST. Thank you,[redacted]Web.com

Dear Revdex.com, [redacted] filed a complaint with you office, and requested a refund in the amount of $22.95 for website services associated with
Roman">[redacted].On 12/22/15, the [redacted] at Web.com made contact with this client via email and confirmed the desired refundOn this day, a refund in the amount of $was issued and confirmation of this refund was forwarded to the clientThe service was cancelled as well to ensure no future billing for the unwanted website servicesThank you, [redacted]Web.com

This a copy of an email sent to Mr [redacted] on Sunday the 13/December as you can see it has caused me considerable Inconvenience this close to the holiday period
Text Below:
Dear [redacted]
Failed to mention I cancelled all transactions to your company through my bank, and cancelled my debit card
The bank are sending me a new one with a new number
So you can’t refund any money to that card, you see the inconvenience that has been caused.
I am not prepared to give you my bank details or my new card number when I receive it.
So the only answer is to send me a cheque airmail
Thanks
[redacted]

Complaint: [redacted]
I am rejecting this response because: They were supposed to contact me. I made it specific with them. I never gave permission to use my credit card. I asked to have it billed to me. I did not want to use a credit card.  to avoid what happened last time. My account was never setup they are lying.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have to disagree. I understand that your records show that the correct paperwork was never filed but I disagree, it was in fact completed. In fact, just to bypass that argument/claim that it wasn't, in one of my cancellation calls Web.com used the phone number listed on the account to verify my account, allowing me to access my account upon myself answering the phone (I of course answered). After I was allowed access I then cancelled my account, or so I thought. In my opinion this isn't even the major concern, it is simply a problem in your policy that results in your benefit. It is a fact that I called personally to set up Web.com services, I personally gave the CC information,...I personally set the whole thing up. It isn't my fault that Web.com took it upon themselves to associate my phone number with an already existing account and then proceed to deny me access every time I called. How is it that I can call, set up service, pay, and then be denied access rights to cancel. I believe its because this policy/mistake/run around benefits Web.com greatly. Looking at the sum of the entire situation proves my latter sentence, Web.com has received hundreds of my dollars and hasn't provided any service what so ever. Is it the customers fault that Web.com policy makes it extremely difficult to cancel services and/or obtain a refund? Is it the customers fault that Web.com automatically associated another account with mine via telephone number? Of course not, I'm speaking rhetorically.To simplify: I personally set up my Web.com services and paid in full with my CC.Web.com then associated my account with another account via telephone.Then Web.com won't allow me to cancel because "I'm not the account holder".Despite filing the correct paperwork, calling several times, and getting access through another means my account is still not closed.All the while, Web.com is charging me money like clockwork and I'm left scrambling although all that I want is to cancel my account as easily as I set it up. I recommend a full refund is given at this time, a good/legitimate company wouldn't hesitate to see this situation from the customers point of view and issue a refund. It is quite clear that the initial mistake was made at the very beginning of service and it was made by Web.com. "Fruit of the poison tree" if you will. 
Regards,
[redacted]

Dear Revdex.com,We appreciate your bringing this matter to our attention. We have investigated the matter and have found the following for [redacted], complaint ID #[redacted]• Customer signed up for Do-It-Yourself website hosting services for "[redacted]" on 6/8/2014• Web.com has...

received no written or voice communication from this client indicating they wished to cancel services.•  Recurring charges on this account totaled six payments of $27.90, as well as a $1.95 charge for the introductory promotion on the first month.• We have refunded the 6 recurring payments on $27.90 and cancelled the account.We respectfully request this complaint be closed as resolved.[redacted]
E[redacted] a Web.com service
1[redacted]

Dear Revdex.com,  The [redacted] has received and reviewed this client's complaint, filed with your office. If found, Web.com will take proper action in any support opportunities related to the client's interaction with support mentioned.To resolve this client matter, Web.com...

has issued the requested refund for 3 payments in the amount of $99.95. As a result of the issued refund on 8/11/17, Web.com respectfully request the Revdex.com consider this matter closed at this time.  Best regards,[redacted]Web.com

Dear Revdex.com,We have received the complaint for [redacted], complaint #[redacted].We have reviewed the client's concerns and have found that the the domain name in question is with a new registered name holder. The client would have been able to log in to their account to see the email address listed on file as well as the credit card information. The client also would have had the ability to make any necessary updates to ensure that the payments processed successfully for the renewals as well as being sure that account notifications were sent to the accurate email address. This is something that is up to the client to keep up to date. Our team sent notices and attempted to process the payment twice for the renewal. Both were rejected. At this time, the domain name is with a new registered name holder and if the client would like to retain ownership they will need to contact them.Thank you,[redacted]Web.com

Dear Revdex.com, We sincerely apologize for the frustration Mr. [redacted] experienced.  Upon review of the account the “Do It For Me” website, which had an annual commitment, has been cancelled and Mr. [redacted] will not receive further charges for that service.  We hope this...

resolves Mr. [redacted] concern and appreciate his patronage and feedback. Thank you, [redacted] Web.com

Complaint: [redacted]
I am currently rejecting this response because:I do not wish for this complaint to be closed until I actually receive the refund. I have received at least three separate emails from [redacted]/Web.com  from February 27th through the present telling me that the refund has been issued and it has not. I will only accept their response if and when the money has actually processed through.Ms. [redacted] has indicated that the processing may take 7-10 business days.
Regards,
[redacted]

Dear Revdex.com,We have received the complaint for [redacted], Complaint # [redacted].We have reviewed the customer's billing concerns. Unfortunately, we do not offer the bank bill-pay method at this time. Web.com has very strong and sophisticated security measures in place to protect...

our computer systems and we regularly review and update our security protocols.  Sadly, cybercrime is a persistent threat in today's world. Despite best efforts, no business is immune. All affected customer's will receive one-year of free credit monitoring to detect possible misuse of their personal information and help protect their identity. Please follow the steps in the notification that was sent to you to have this set up.Thank you,[redacted]Web.com

Dear Revdex.com,[redacted] filed a Revdex.com complaint citing service issues and refund difficulties. My research has found that Mr. [redacted] had charged back both charges of $114.95 and $189.95.  These chargebacks were accepted by our finance department.  Therefore there is no refund...

due.I ask that the Revdex.com considers this complaint closed.Thank you[redacted]

Dear Revdex.com, We have received the complaint for [redacted], complaint # [redacted] Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly. The client did have services with us last year, but all accounts with Web.com...

have been closed out.   ·         October 9, 2016- Website builder was deleted. ·         October 9, 2016- Ignite Online Marketing was deleted. ·         October 6, 2016- eCommerce was deleted. ·         October 9, 2016- Host Plan was deleted.   In conclusion, we have not charged this account since last year. There is no product that is active on the account since October of last year for a charge to have come from. We apologize for any confusion or frustration with may have caused. Thank you, [redacted] Web.com

Complaint: [redacted]
I am rejecting this response because:
The business left me a voicemail message on 10/23 but when I returned the call the following day I was unable to reach the person who made the call. The automated receptionist on the phone gave me options to speak to different departments (names with letters only so I couldn't determine which department to ask for) and did not have an option to speak with a live person. When I returned the email sent to me the same day I received a response stating that the person no longer works in that department and that no one would be monitoring or responding to the mailbox. The company was decidedly uncooperative.
Regards,
[redacted]

Dear Revdex.com,We have received the complaint for [redacted], # [redacted].Please know that we take customer dissatisfaction very seriously. We have confirmed that the client did have an account with us that she purchased online in June 2016. The package the client signed up for is...

called “Website Builder.” It does state the introductory price of $1.95 for the first month and the reoccurring that will follow after for $22.95. There is an attached image of the information provided before signing up and all the things included which would be the domain name as part of the package. After researching the client did speak with a specialist about cancelling their account in September 2016 stating she was “not ready.” The specialist offered 3 months and in the end did refund the client the last three charges at 22.95. We do apologize that the service was not properly cancelled after the refunds were processed. The client did reach out to us in May 2017 and a specialist did delete the account and issued a refund for all the charges that occurred from October 2016 till May 2017. The letter of the refund was emailed to the client on 5-16-2017, informing her that the refunds had been processed. This email has been attached as well.Web.com sincerely apologizes for any inconvenience this may have caused. We wish the client and her business all the best in the future.Thank you,[redacted]Web.com

[redacted] filed a complaint requesting a refund and deletion of a product he did not use.
 
A refund was issued to Mr. [redacted] on 10/28/14 in the amount of $4.99.  A request for the deletion of the product has been sent to the appropriate department....

 A member of the [redacted] left a voice message for Mr. [redacted] and sent an email on 11/3/14 providing our direct contact information.

Dear Revdex.com,
We have reviewed the complaint for
[redacted], Complaint # [redacted].We have reviewed the client’s concerns and have records of
speaking with her on 12/29/15 about the items expressed in her complaint. On 12/29/15, we advised
that the account was terminated due...

to non-payment, as the client had not paid
for services since 5/22/15. After multiple attempts to contact the client
regarding the past due amount of $689.70, Web.com terminated her services on 12/18/15.
On 12/29/15, the client was told that in order to reinstate
services, she would need to work the [redacted] Department to pay the past due
balance in full. A member of the [redacted] Team contacted the client and made
arrangements for the past due balance to be collected on 1/15/16, per the
clients’ request. As soon as the past due amount of $689.70  is collected the account will be reinstated.
Thank you,[redacted]Web.com

Dear Revdex.com, We sincerely apologize for the frustration Mr. [redacted]xperienced.  However, upon review of the account we will not be able to refund in full the $6555.90.  The “Visibility Online Marketing” is a marketing service that was associated with a website that we...

did not manage.  Thus, the marketing was occurring regardless of the client having a working website and we would not know the status of the website since we did not manage it.  Just because the website was not up and running does not mean the company/business was not being marketed online. Since we were actively providing a service throughout the aforementioned time we would not be able to provide a refund for it.  However, as a customer courtesy we will refund the last 3 charges of $79.95 to the customer.  We understand this is not anywhere near the requested amount, but as mentioned we were actively providing a marketing service.    Thank you, [redacted] Web.com

Dear Revdex.com,[redacted] filed a complaint citing service issues and billing errors.In researching the account, per agreement to the Sales
terms he accepted recurring payments that would initiate within 10 business
days from the point of sale. We sent an email on 9/22/14 when the services...

were
launched. We included the online modifications submission form, and our direct
number for Customer Support, Modifications, and Technical Support. We invited
him to call us directly to address any concerns.
The only records of [redacted] reaching
in to us directly were [redacted] related (specifically to make him an
administrator of the [redacted] business page we built). He did not inform us of his dissatisfaction regarding the website design. This was first brought to our
attention on 1/06/15 when collections reached out to the customer advising on
the past due balance. The client called in on 1/13/15 and spoke with Customer
Support agent [redacted]. He advised him we would be able to make edits
after resolving the past due fees. He declined and requested a supervisor. My
Peer J[redacted] spoke with him  and offered to waive one month of past due. The
client refused so [redacted] processed cancellation per her request.We ask that [redacted] contact us directly if he would like to discuss this issue further. Thank you[redacted]

Revdex.com:
I accept this resolution.  I would note however, this is the second if not third time this company has auto-renewed services which I specifically had requested not be auto-renewed. It is not a good business practice.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]