Anderson Vision Center

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

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 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]

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]

Complaint: [redacted]
I am rejecting this response because:Although this Company issued a partial refund, in which I am grateful... I was billed for nearly $200... why should I be the one to pay for being wrongly charged, again. : (  Please do the right, just and respectful thing and return all that was taken.Thank You
Regards,
[redacted]

Complaint:...

[redacted]
I am rejecting this response because: we purchased and installed a new hosting per [redacted] request and our blank website is still having problems. Seems to me it is a [redacted] problem. check it our yourself [redacted]   [redacted] is not [redacted].
Regards,
[redacted]

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,   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

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 with several team members to better understand these issues and respond appropriately. As a result we have...

refund the client $41.90 for billing date 2/27/2017, the domain is will also remain active for a year. However, in order to maintain the domain after the year the client will need to make sure the domain is renewed.

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

Dear Revdex.com,
 
We have reviewed the complaint for [redacted], Complaint# [redacted].
 
As the customer indicated submitting
a chargeback, the associated services for the $6.98 would be cancelled.
 
In regards to the customer’s security
concerns, we have shared the following information with our customer. We will
reiterate this via email and will provide our contact information in case he
requires further assistance or has questions.
 
Since Thanksgiving 2014, our
organization has been operating on a heightened state of security. As
publicized recently in the media, Hackers have targeted various businesses and
websites. A subset of customers including Mr. [redacted] were flagged as having
a high profile or high traffic domain(s). In the interest of protecting these
customers, locks and other precautions were taken to prevent unauthorized
changes or fraudulent transfer of these domains. We’ve offered to assist this
customer with making account changes while the lock remains in place. However,
he has requested removal of the locks so he can fully access and manage his
account. We explained that unlocking the account will make these domains
vulnerable to hacking risks. We can unlock the account with an email acceptance
of our Terms of Service and acknowledgement of the risk he is taking.
 
Our email is attached for reference.
We are happy to accommodate the customer’s request upon receipt of his email
confirmation.
 
Thank you,
 
 
[redacted]
Web.com

Complaint: [redacted]
I am rejecting this response because:I am rejecting this response because: Waiting for 60 days is unacceptable! [redacted] didn't provide an option to opt-out of the 60 day waiting period nor do they offer any assistance to overwrite the 60 day lock. On top we never confirmed the change which they implemented ASAP which caused the lock of our domain. In the meantime because we never confirmed the change they disabled our domain and gave us no choice there again as to confirm the change (see attached email)! Overall they continue to use these rules for their benefit and to punish customers that want to leave their registrar. This business practice is not customer oriented or customer friendly.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 agreed to sign up for a custom website which included our Leads program. The initial rate for the setup and design of the...

custom website was a non-refundable fee of $500 and on 10/20/2016 the client was able to review the website with one of our designers and confirmed that she was pleased. At this time, the site was published and a pro-rated marketing fee of $422.95 was collected to finish out the remaining month of October. On November 1, 2016, our system attempted to collect the next payment for lead services, this payment did not clear and so the marketing portion of the leads account was not activated. We attempted taking payment on the 7th and the 13th of November with no success so the Leads program remained off thus the reasoning behind why no calls were ever received.It was not until November 20, 2016 that the full payment of $1075 cleared for the services and we were about to begin the Leads portion of the account when our team received email notifications demanding cancellation. Our team again attempted to reach out with no success and ultimately the services were terminated on November 21, 2016 due to the nature of the emails that were received from the client. That being said, the marketing portion of the account that was not used of $1075 may be refunded to the client and, as a customer service gesture to show good faith, we are also offering to refund the original prorated amount of $422.95 for a total refund of $1497.95. Because of the size of the refund in question, we have sent a Refund Release Agreement to the primary email address on file that will need to be signed and sent back in order to process this amount. As soon as the Agreement is sent back signed and unaltered, our [redacted] team will process the refunds as the client has requested. Please note, it may take 7 business days for the funds to reflect within the client's account once receipt of the Agreement is received. We hope this information has been helpful.Thank you,[redacted]Web.com

Dear Revdex.com,We have received the complaint from [redacted], complaint #[redacted].We have reviewed the client's domain name concerns, and unfortunately do not have the ability to do what the client is requesting. There are rules and laws that we have to abide by according to ICANN compliance (Internet Corporation for Assigned Names and Numbers). Once a domain name is registered with any organization, it is not allowed to be transferred or modified during the initial 60 day time period. We have provided the client with the ability to manage the domain name herself and once the 60 day window is up, she will have the ability to transfer it to a new organization of her choice. In the meantime, the client can log in to the account manager and point the domain name towards [redacted]'s servers to allow the new site that was built to propagate on the web. She will need to request their name servers and will be able to update this information by logging into the account manager. All credentials were already sent for the client to gain access. If the client has any further questions or concerns regarding ICANN regulations, we recommend the client reviews icann.org to better understand the laws associated with this concern. We hope this information has been helpful.Thank you,[redacted]Web.com

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

Company's second response below:
Please accept our apologies for the delay in this response.
 
We have concluded our review of this complaint. Based on the customers feedback, we have fully refunded the customer $1260 and have cancelled his service. I’ve reached out personally to the customer however, he was not available. I sent the attached email to the customer confirming that the refund has been issued. He should see the refund posted in 3-5 business days.
 
Please consider this matter closed.
 
All the best,
 
[redacted]
[redacted]

Dear Revdex.com, We sincerely apologize for Ms. [redacted]’ experience.  Upon review of the account and communications it would appear Ms. [redacted] contacted the [redacted] for a different brand within Web.com.  Unfortunately, due to the recent acquisition of [redacted]...

the two systems between Web.com and the subsidiary of [redacted] are not fully synced.  This is simply an explanation of what occurred and not an excuse for Ms. [redacted]’ experience.  We sincerely apologize for this inconvenience and trouble that we caused due to this. As of July 26th, 2017, Ms. [redacted] has been refunded in full the $1,000.03 and she has no contractual obligation with Web.com or any of its subsidiaries.  Please allow 5-7 business days for the refund to process. Again, we sincerely apologize for the confusion and poor customer service Ms. [redacted] had.  We greatly appreciate her patronage and wish her the best in her future endeavors. Thank 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 $142.50 for a hosting package she has not been using. This 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 issued. We have initiated a full refund in the amount of $142.50, which will be processed within the next 1-2 business days. In 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: the chargeback was reversed and [redacted] was notified of this and I was told that the issue would've resolved. No resolution and the company holding the domain name is also a web.com company but they are requested 1600% more to reclaim the name. 
Regards,
[redacted]