Anderson Vision Center

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

Dear Revdex.com,
 
We have reviewed the complaint for
[redacted], Complaint # [redacted].
 
We have reached out to the customer
via email and phone regarding his account access. We have explained to him the
reason why his accounts were placed on a lock status, we also explained the
process and completed a security verification. We have also updated and made
changes to both of his domain accounts, [redacted] and [redacted] per his request. We
have also explained to him that he will receive full access to both his
accounts once the heightened security is lifted. Based on the actions taken to
assist the customer, we ask the Revdex.com consider this matter
closed.
 
 
[redacted]
[redacted]
Web.com

[redacted] filed a complaint citing difficulties in receiving a refund. 
A member of the [redacted] reviewed Mr. [redacted]’s account and confirmed with our Billing Department that a refund in the amount of $35 was issued on 6/13/14 to the [redacted] card he used initially when he signed up for the service.  We have emailed Mr. [redacted] on multiple occasions and provided the transaction ID credentials that confirm the refund was successfully processed and accepted by his Financial Institution.  We have advised Mr. [redacted] several times to contact his bank and provide them with the transaction details so they may trace his refund and assist him in having it applied to his account.  
Mr. [redacted] has been provided with 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]

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]

[redacted] filed a complaint due to difficulties with retrieving a domain name after it was deleted for non-payment.
 
A member of the [redacted] attempted to reach [redacted]  on 10/9 via telephone and email.  The Customer responded via email and we are...

currently working to restore the domain name at a discounted price. We ask that the Customer contact us directly regarding additional concerns related to this matter.

Dear Revdex.com,
 
We have reviewed the complaint for
[redacted], Complaint# [redacted]
 
We have reached out to the customer
by phone and email. We have resolved the domain name transfer issue by
providing another authorization code and approving the transfer. The customer  has confirmed via email that the issue is
resolved and that the domain transfer is completed. We have attached a copy of the email. Based on the actions we
have taken and per the attached, we ask that the Revdex.com please consider this
matter closed.
 
Thank you,
 
 
[redacted]
[redacted]
Web.com

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,   We have thoroughly reviewed this client’s claims, as well as account history and recorded phone calls into support related to this service. On 5/13/16, the client reactivated their Leads Service with Web.com, the recorded conversation does not validate the client’s claim of an...

agreement to utilize this service for one month only. Reactivation on this date resulted in invoicing for this service to be processed on the 13th of each month. On 6/13/16, the client called into Web.com support and advised that they have not seen a return, however, due to the nature of this service, did agree in a recorded call, to keep the service active to allow more time for lead generation and return. There was no agreement to cancel this service after one month which can be validated on this call. Another phone call into support on 6/13/16, does confirm the client’s request to cancel this service. After the requested cancellation, the account history was reviewed and it was determined that sufficient leads have been provided to the customer. Additionally, the customer’s request to cancel this service did not occur until after the billing for the month in question was processed. Web.com policy does state that cancellation may occur up on the client’s request, but must be done so prior to the next scheduled billing date for their service. After our extensive review of account history, services provided, and customer/agent interactions, it has been determined that a refund in the amount of $928 for 6/13/16 billing is not warranted. Please feel free to reply with any additional questions or concerns that may help to bring your office to a final determination.   Sincerely, [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,The charges in question have been credited back to the initial payment method provided, a credit card ending in [redacted] as of midnight last night. Total amount is $53.70, often financial institutions can take up to 7-10 business days to process. The client may reach out to her financial institution for confirmation of the reversal.Regards,[redacted], a Web.com service[redacted]

[redacted] filed a complaint due to difficulties with unwanted charges and had requested a refund and cancellation.
A member of the [redacted] reached out to Mr. [redacted] via email to confirm the requested refund could not be processed as the Customer had already disputed...

the charge via his financial institution. Contact information for our office has been provided and we ask that Mr. [redacted] contact us directly regarding additional concerns related to this matter.

Complaint: [redacted]
I am rejecting this response because: I never authorized the company to use my card for the 7/29/17 billing.  The company sent me e-mails with no attachments of the website.  In addition, the company on June 10, 2017, charged my card $124.95 without authorization.  These people are liars and are giving incomplete information.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 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 account. The 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 accurate. Our records indicate that the designer began contacting Mr. ** on 4/8/2015 and a string of communications continue through June 29, 2015. The client was then transferred to our maintenance team for any additional changes that may not have occurred during the initial set up period. Additionally, our records indicate numerous attempts by our team to reach out to Mr. ** 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 unavailable. The client was never under any contract and if he was unhappy with the service, he could have called in to cancel at any time. Currently the account is still active but in a past due status. We do recommend that if the client no longer wishes to retain the account that he phones in to our specialists to proceed with termination. We 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: I do understand that the domain privacy was added at no cost. Now as time has passed I have been better able to understand what was effected by my email services being terminated. Web.com has taken responsibility for my email being terminated without warning. They stated in an email to me that they have several systems in place that are designed to prevent clients from having loss of email services without notification. They also admitted that all of their safety systems fail and that I was in deed terminated without being informed.  As a direct result of losing my email I have confirmed that I lost 1 inspection job valued at $325 USD.  I had 2 clients contact me for work via email during the period of loss.  I was able to book the second inspection via phone. I also missed an email from a service provider informing me that there was an issue with my services with them. I had to spend time on site to get the issue worked out. I could have had the issue resolved before it was an issue but I didn’t have any email. This loss of service reflected poorly upon my business and has left an impression of unreliability. Because I can no longer trust in the reliability of web.com I had to choose a new web registration company and professional email services. This all takes time. Due to loss of work, loss of time, and loss of reputation I feel  a sum of $500 USD would be fair as recompense for damages.
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]

[redacted] filed a complaint due to difficulties with a refund for an SEO product he was not satisfied with. He requested refund and cancellation of the product.
 
A member of the [redacted] spoke with Mr. [redacted] on 10/9 to address his concerns.  We were able to...

issue the requested refund and cancel the service on 10/11.  We ask that the Customer contact us directly regarding additional concerns related to this matter.

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 complainant does not have an account with Web.com as we were unable to locate any using the information provided. If...

the complainant can provide billing information from Web.com we would be happy to research further.  Web.com was able to see that the complainant may have gone through [redacted] and would need to speak with their support in cancelling the domain and any refund issues. Web.com sincerely apologize for any miscommunication and wish the complainant all the best in the future.Thank you,[redacted]Web.com

Dear Revdex.com,
 
We have reviewed the complaint for
[redacted], Complaint# [redacted].
 
We have processed and issued the
requested refund for $180.49. It can take 7-10 business days for the customer
to receive the funds back into her account. We have advised the customer of
this. Customer is requesting to keep the complaint open until she receives her
refund. We have attached the email string with our claims department confirming
that the refund has been processed/issued for review.
 
 
[redacted]
Web.com