Anderson Vision Center

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

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]

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: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]

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 thoroughly reviewed all communication from Mr. [redacted] and found that he submitted a request to cancel his account on 1/31/2017 via our online ticketing system; however the account was not cancelled at this time, because our Terms of Service require that for security purposes, customers call to cancel services. A response was sent via email to the client (see attached) on 2/1/2017 clearly explaining that he would need to call our [redacted] to request and process the cancellation. We have no record of the client calling to cancel the account in question since its active date, additionally; we have no record of a cancellation confirmation being emailed to the client, which would have automatically been initiated upon termination of the account. After submitting a Revdex.com complaint, the client spoke with a specialist, [redacted] in February, who confirmed the client’s request to cancel his services and as a customer service gesture offered to refund the 3 most recent charges, totaling $98.85. The client declined this offer and has made it clear that he will decline any offer that is not a full refund. Mr. [redacted] signed up for a “Do It Yourself” hosting account online and agreed to the Terms of Services when submitting his credit card information. Please note that we do not monitor usage of DIY hosting accounts, and because we have no records of Mr. [redacted] calling to cancel services, his account remained active and the credit card he originally submitted was billed every 4 weeks in the amount of $32.95. Mr. [redacted]’s DIY hosting service has been cancelled, after which, an automated cancellation email was sent to the email address we have on file (see attached.)  At this time, the customer has disputed charges with his financial institution and been refunded $131.80, therefore our original offer to refund $98.85 is void, and we ask that the Revdex.com consider the matter closed. We apologize for any frustrations or confusions Mr. [redacted] may have experienced, and we wish him the best in future business endeavors. Thank you,[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.

Dear Revdex.com,Thanks for bringing this matter to our attention. We have investigated this complaint and found the following:• Customer had 2 different website products with us (a Do-It-Yourself website and a site that we build for the client)• Customer called into the DIY service line and asked to cancel...

"all services", and did not advise the agent of the other site. Customer service agent cancelled all services for the DIY site, but did not notice the other.• After review, I have advised our finance department to issue the requested refund of $909.70 in check form, to be shipped to the address we have on file.We appreciate your attention in this, and ask you to consider this matter closed.[redacted]
[redacted], a Web.com service
[redacted] [redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:From: [redacted]>Date: Tue, Nov 28, 2017 at 12:03 AMSubject: Re: Web.com [redacted]To: [redacted]>Hi [redacted],This is a scam site. I never agreed to a recurring payment. They are trying to refund only two months when they should be refunding me for the last 7 months. Can you help?Sent from my iPhone
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
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.  Thanks for help. 
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]

Complaint: [redacted]
I am rejecting this response because: I was sent a letter confirming 1-refund in the amount of $144.95 the rest has not been confirmed. Furthermore this company hasn't addressed the fact they pushed my account into overcharge by charging my credit card WITHOUT my consent. No one has contacted me to say one word. I'd like to leave a formal review to be posted so the public can be made aware of this whole scam.
Regards,
[redacted]

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 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, We sincerely apologize for the communications Ms. [redacted] has been receiving from us.  Upon researching the clients email we were unable to find any product or service within our systems, confirming Ms. [redacted]s claim.  Nonetheless, I have sent her email...

address of [redacted] to our engineers to make sure it is removed from our systems.  If any further communications come through please contact support so they can trouble shoot the cause at [redacted]. 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

[redacted] filed a Complaint after he was dissatisfied with custom website design services.  In his Complaint, Mr. [redacted] reported issues with the domain name and Customer Support.  Mr. [redacted] requested a full refund.
We spoke with Mr. [redacted] 9/8 to apologize for the...

difficulties and address his concerns.  The experience described by Mr. [redacted] is under review and any opportunities will be appropriately addressed.  A full refund totaling $344.85 was issued.  Please note that refunds may take 7-10 business days to post to the credit card.  A follow up email confirming the refund and including contact information for a member of the [redacted] was sent.  We ask that Mr. [redacted] contact our office directly with any additional questions regarding this matter.

Dear Revdex.com,
 
We have reviewed the complaint for [redacted], Complaint # [redacted].We have reviewed the customer's domain name issue. After further review, we have determined that the authorization codes were never transferred to another provider. The codes are still active and can be used for the transfer of the domain name at any time. There is nothing preventing the transfer from taking place.Based on the actions taken, we ask that the Revdex.com consider this matter closed.Thank you,[redacted]web.com

Dear Revdex.com,[redacted] filed a complaint stating issues with his website.  We have found that his site has been hacked and he has been advised to upload a local backup to repair the issue.Mr. [redacted] has my direct contact information.Thank you[redacted]