Anderson Vision Center

Dear Revdex.com, We have received a complaint filed with your office by [redacted]In her complaint, [redacted] cited difficulties with successfully completing a Primary Contact change on a [redacted] account associated with [redacted]The need to update the contact information stemmed from an
automatic renewal of domain name [redacted] and the inability of a non-contact to cancel/refund this product.After submitting documentation times, we were unable to process her requestOur review showed incomplete information submitted in order to successfully process this requestWeb.com has addressed the need for Agents to thoroughly review any incomplete forms and ensure all instructions are included in initial email responseA full refund was issued on 7/10/in the amount of $has been issuedAll services were deleted from the account as of 7/14/15, at the customer's requestWeb.com has met all requirements to this customer's satisfaction, considering her requests listed in this Revdex.com complaint.Thank you, [redacted]Web.com

Revdex.com:
Thank you for the update. We 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 $200 more today by web.com for services that continue to not be provided.  Additionally, in an extended 2-hour call yesterday on 02/14/18 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 [redacted]. This will obviously have to be addressed by [redacted] considering the entire program goal was to increase traffic and not choke it down to nothing. Beyond 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, 2 broken internal links, 2 pages with 4xx status code, etc.. etc..! 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 site. Note 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 deliverables. I will be connecting by email shortly with [redacted]. 
Regards,
[redacted]

Dear Revdex.com,We are terribly sorry to hear of the unfortunate situation the client was involved in and wish nothing but the best recovery for her. Unfortunately we are outside the window where we would be able to remove the domain name from the account and provide a refund. Thank you,[redacted]/Web.com

Complaint: [redacted]
I am rejecting this response because: Unfortunately, Web.com apparently did not document the phone calls I made to cancel this domain. I emailed Web.com in January 2016 because I wanted some kind of written documentation to support my request for cancellation. Because the matter was so poorly handled by Web.com over the phone, I sent the email to prove that I was requesting the cancellation. I also called to cancel the day before I sent the email and also after I sent the email. Web.com did not process my request that was made both by phone and by email. I did all that I was supposed to do, yet they still charged my account for the remainder of the year.
Regards,
[redacted]

Dear Revdex.com,We have received the complaint for [redacted], complaint #[redacted].We have reviewed the client's account concerns and can confirm that the hosting services were terminated on 9/15/2016. At this time, the only remaining active feature is the domain name. The client...

will be able to manage the name and renewal options by logging into her account manager. Please note, the name is set to renew automatically, if this is not something the client would like to retain we recommend that she logs into her account manger to disable automatic renewals. Since the account was terminated within 5 days of the last bill date, a refund has been processed for $32.95. However, it may take 7-10 days for the funds to reflect within your financial institution. We apologize for any frustration this may have caused and wish the client nothing but the best.Thank you,[redacted]Web.com

This is the second time I asked them. Which account got the credit?
 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear Revdex.com, [redacted] had filed a complaint with your office against Web.com related to a migration that recently occurred and impacted his website and account. Mr. [redacted] has several open questions that he would like to be addressed. There was a crucial need to migrate to a new server as the...

previous server became unresponsive unexpectedly. In an effort to avoid the complete loss of several long time Web.com hosted websites, Web.com migrated to an updated server within it's child company, [redacted]. Both companies do fall under the Web.com umbrella. The customer has been provided log in information to retrieve his data (files) at his convenience. Due to the unexpected circumstances we faced, there are still several minor open items that members of our organization at the highest levels are and have been diligently working on resolving. We have attempted to reach Mr. [redacted] in an attempt to reactivate his website, but due to time zone difference, it has been challenging. We will continue to put forth our best effort in resolving this customer's issues as quickly as possible and communicating any information the customer requests as it is available to us.Due to the issue not being fully resolved, we are not requesting the Revdex.com close this matter. However due to the nature and magnitude of circumstances we face , we are requesting an extension at this time. We fully agree to responding with a full explanation to the customer as well as offering compensation due to the difficulties he has experienced. Thank you, [redacted] Web.com

Dear Revdex.com,We have received the complaint for [redacted], Complaint # [redacted].We have reviewed the customer's billing concerns. After a full review we have found that the customer is not due a full refund. The client signed up for services and agreed to the terms and...

conditions. The account has since been terminated and we have provided the customer with a refund for one month of service as a customer service gesture. We have emailed confirmation to the email address on file for the account.Thank you,[redacted]Web.com

[redacted] filed a complaint citing issues with his website.
 
A member of the [redacted]e sent an email on 11/10/14 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.

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]

Dear Revdex.com,[redacted] filed a complaint citing issues with his SEO program.[redacted] and [redacted] spoke with the customer. They changed his marketing program in order to assist driving the results the customer is looking for at no additional cost to him.The customer has been provided with our...

direct contact information if he is still seeing an issue.We ask that the Revdex.com close the complaint.Thank you[redacted]

Hi [redacted],I checked with the boss [redacted]) and he said I can deal with this on my own.  So please know you can speak to me about this if you need anything.  The email and phone number I believe you know already.  We logged into our [redacted] account today and we made sure that I was indeed listed as the account contact.  My name is [redacted].  We have no problem giving the Revdex.com any info it needs.  Bear in mind though, it is [redacted] (Web dot com) that we feel very differently about!  FYI: we do not want [redacted] to have any information about us than is absolutely truly necessary.  This is just to be on the safe side, since we feel very uneasy about what they have done so far to our account.  If you are able, please make sure our information stays with you/the Revdex.com only.  We simply want that company to cancel our "webhosting service" and they provide no way to do that on their website.  We also want them to refund us the $142.50 they charged our credit card on 4/2/15.  We are not sure if we should ask our bank to dispute it or have Revdex.com do it.  We told [redacted]/Web.com (sometime before we contacted the Revdex.com) that we no longer want [redacted]/Web.com to contact us by phone.  It may sound unusual, but we feel strongly about that factor.  We truly feel they are not at all a trustworthy corporation. We do not want them to even have fuller names or phone numbers anymore for us on file.  It may sound too minimal for them to handle the complaint, but they have our email address and any other info they need already.  We are sure they are simply stalling.  We are sure they can operate on this complaint perfectly well, with only the information they have now.  They were very casually able to charge our credit card without our full name or phone number, yet suddenly today they claim they cannot begin resolving the issue unless we give them a fuller name and phone number.  We feel they are simply delaying instead of refunding us.  We have been advised by our legal counselors that on an issue like this, no matter how big or small the amount or the issue, we should have their responses in writing, not via telephone.  We have no problems talking with the Revdex.com via phone if that is required.  Just please remember that we will not speak to [redacted]/Web.com via phone anymore.  We tried it in the past and they put us on hold for extremely long time periods, transfer us, disconnect us, and generally confuse the issue for their own benefit every time.  Very sorry for the long amount of detail you have to read through...but we are as you can see very upset about this erroneous charge and this challenging system they have.   We want this very simple dispute resolved ASAP, and we want it resolved with the least amount of intrusion on our personal lives or our business of course.  We have heard horror stories about [redacted] doing nightmarish things to its customers.  Not only erroneous charges, but they have also been accused by customers for other things.  [redacted] has allegedly harassed its customers, frozen customers sites and emails, committed violations of privacy, put customers on international spam lists that overwhelm customers time and storage, selling their customers' identification or billing information, and so on and so forth.  I hope it isn't too inconvenient for you, but at this point in time, we feel that the less info the Web dot com company has about us personally or businesswise, the safer we are in dealing with them.  Thank you so much for your discretion and your expertise in this small but difficult matter.  If you still need more information from me, I certainly understand, so just say the word and I will reply again if you need more from us.  Have a good day and we hope to hear from you sometime this week.  Thanks again,[redacted]

Dear Revdex.com, We have reviewed the complaint for [redacted], Complaint # [redacted]. We have reviewed the customer's domain name issue. After a thorough review, we have determined that the domain name, [redacted] was renewed, however, the customer did a chargeback for...

the renewal fee and expiration protection feature on May 11, 2015.  Because of the chargeback, the domain name was revoked from his ownership and released. If the customer would like to retain ownership of the domain name, he will need to contact the current registered name holder. Based on the actions taken, we ask the Revdex.com to consider this matter closed. Thank you,[redacted]Web.com

[redacted] filed a complaint due to difficulties with billing for a Web.com website product. He requested a refund and cancellation.
A member of the [redacted] attempted to reach Mr. [redacted]  on 9/22 and 9/25 via telephone and email, voicemail messages were left and a...

follow up email was sent. To date, we have not heard back from Mr. [redacted].  We ask that Mr. [redacted] contact us directly so we may assist with this matter.

Dear Revdex.com,   We have reviewed the client’s concerns, and found that the account she is referring to was set up by the client online. Upon creating the account and approving the purchase of this product, the client also agreed to Web.com’s Terms of Service, which includes an...

agreement to Automatic Renewal of Web.com’s monthly services. As a customer service gesture, Web.com has approved a refund equivalent to two months payments at $32.95 per month, totaling $65.90. Web.com has also cancelled this service, per the client’s request, to ensure no further billing.   We have also notified the client that a receipt of proof of prior cancellation would be needed to qualify for a full refund.   We thank the client for their patronage and wish them the very best in her future endeavors.     Best regard, [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, provided we are refunded six full payments within 5 business days of January 18, 2017. 
Regards,
[redacted]

Dear Revdex.com, 
[redacted] filed a complaint citing refund
difficulties.A member of the[redacted] reviewed Mr. [redacted]’s account and confirmed the requested refund in the
amount of $1104.00 has been completed .  I have been in email contact with
Mr. [redacted] confirming the refunds, advising that he will see the refunds:
2 payments @ $399.50
1 payment @ $200.00
3 payments @ $35.00
I do not have the specific accounts involved as
he used 3 separate credit cards.  I reiterated to him to allow up to 10
business days (dependent on the financial institution) for the funds to show.
I
provided my direct contact information for our office.  I ask that Mr.
[redacted] contact me directly if he has any additional questions or concerns
related to this matter.
Thank you
[redacted]

Dear Revdex.com,We have received the complaint for [redacted], Complaint #[redacted].We have reviewed the customer's billing concern. After a full review we have found that multiple notices were sent to the client about the billing adjustments during the life of her account. There is no refund that is due. Services were provided as requested and as stated in the terms and conditions of our service agreement.Thank you,[redacted]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 3 months.  However, I can confirm he was promised a lower rate...

after the first year with the service which would drop from $144.95 to $99.95.  This decrease will be effective on October 19th, 2017.  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 $144.95 was due on June 1st, 2017 will now instead be due on June 29th, 2017.  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, [redacted] filed a Revdex.com complaint in regards to unwanted services remaining in their account. [redacted] called into support several times to request a refund and cancel said services, but continued to be billed for services after. Resolution:A member of the [redacted] reached out...

by email to [redacted] (as we were unable to reach this customer by phone on initial attempt). Our [redacted] confirmed the services and refunds [redacted] was requesting. Total amount refund requested was $16.00. As a customer service gesture, and apology for the inconvenience, this client was refunded $21.93. In addition, the unwanted services were cancelled from the account and the client will no longer be billed for anything other than the WANTED services remaining in their account, namely the domain name and domain expiration protection. The client mentioned  they would agree to cancelling their complaint after refund was issued and services were deleted. Based on our resolution, we respectfully request that the Revdex.com consider this matter closed.Regards,
[redacted]