Anderson Vision Center

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. We have...

confirmed that our team was able to obtain the client’s domain name on 01/29/2018. At this point, our team has made direct contact with the client to advise that we should have the ability to control the technical settings within 3-5 days and explained that we should have the ability to transfer the domain name back to Web.com after 60 days. The client was satisfied with the outcome and, she considers the matter closed and, we ask that the Revdex.com do so as well.Thank You,          [redacted] Web.com

Complaint: [redacted]
I am rejecting this response because: See below.
Regards,
[redacted]From: [redacted]>Date: Wed, Dec 23, 2015 at 9:37 PMSubject: Re: You have a new message from the Revdex.com of Northeast Florida in regards to your complaint #[redacted].To: "[redacted]
They refunded me only 22.95. They owe me 1.95[redacted]

[redacted] filed a complaint due to difficulties with billing and canceling an unwanted service. He requested a refund and cancellation.
 
A member of the [redacted] attempted to reach Mr. [redacted]  on 10/21 via telephone and email.  We sent a follow up email to...

confirm the requested refund and cancellation was accommodated on 10/21. Direct contact information was provided and we ask that Mr. [redacted] contact us directly if he has any additional concerns related to this matter.

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. We have confirmed that our system is performing correctly when a customer purchases a recurring billing product. The current problem the client is experiencing is coming after the initial charge is processed successfully. However, when we request to have [redacted] create a recurring profile for that customer in the clients [redacted] account, [redacted] is rejecting that request. Our support team has used all resources on our end to find a resolution for the client and have also followed up with the client by email and phone to provide assistance. Unfortunately, since the error is coming from the [redacted] account which is a third party system we do not have the ability to trouble shoot the issue that is occurring with the [redacted] account. On 12/8/2017 our team followed up the client by email advising the client that the error would have to be corrected by [redacted] and we have not received a response from the client. Again we apologize for any inconvenience this may have caused the customer and we wish nothing but the best for our client.

[redacted] filed a complaint citing refund difficulties.
A member of the [redacted] reviewed Mr. [redacted]’s account and confirmed that a refund was due.  We attempted to reach Mr. [redacted] by telephone on 10/21/14 but he was not available.  We left a message with the...

receptionist asking that Mr. [redacted] contact us back and also sent a follow up email.  We confirmed the refund amount approved is $449.95 and we ask that he allow 7 – 10 business days for the refund to post to the credit card.  Mr. [redacted] has been provided with our direct contact information and we ask that he contact our office if he has any additional questions or concerns related to this matter.

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

Dear Revdex.com,   We have thoroughly reviewed Mrs. [redacted]’s concerns. As stated previously, we found that the account she is referring to was setup online by the account holder. Upon signing up online for a Do-It-Yourself (DIY) Hosting account, Mrs. [redacted] would have been notified of recurring monthly fees prior to submitting her credit card information and agreeing to Web.com’s Master Service Agreement (see attached screenshots from the online “checkout” portal).   Please note that Web.com does not monitor the usage of DIY accounts and that if a client wishes to terminate a DIY service at any point, it would be the sole responsibility of that client to call the Web.com [redacted] to request cancellation; our research found no records or indication that Mrs. [redacted] ever called us regarding the cancellation of her account. At this point, the account has been cancelled per her request and a two-month refund was issued in the amount of $65.90 as a customer service gesture, so we ask that the Revdex.com consider this matter closed.   We apologize for any frustrations or confusion that Ms. [redacted] may have experienced and wish her the best in future business endeavors.

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 client agreed to an annual contract for the website. As a customer service gesture, our team has moved forward with terminating...

the client's account as requested. If the client has any further questions or concerns, please feel free to reach out to our [redacted] teams for assistance via [redacted].Thank you,[redacted]Web.com

Dear Revdex.com,
 
We have reviewed the complaint for [redacted], Complaint# [redacted].
 
We have reviewed the customer’s account and refund request for $105.00 for the eCommerce 1 Pro service. After a thorough review, we have decided to approve the customer’s refund...

request. We will be processing a refund for $105.00 back to the customer today and he should see the funds credited back to his account in 5-7 business days.
 
Based on the actions taken, we ask that the Revdex.com consider this matter closed.
 
Thank you,
 
 
[redacted]
[redacted]
Web.com

Dear Revdex.com,
We have reviewed the complaint for
[redacted], Complaint # [redacted]. 
We have reviewed the client’s concerns and have found that
the client’s account was cancelled on March 24, 2016. A member from the
[redacted] team made several attempts to contact...

the client later that day to
go over his concerns; as the [redacted] was unable to speak with the client, he
left a detailed voicemail and sent a follow up email.As a customer service gesture, we have refunded the last
three payments, totaling $374.85. Please note it may take 7-10 business days
for this to reflect, depending on the client’s financial institution.
Thank
you,Jane BuckinghamExecutive OfficeWeb.com

Dear Revdex.com,   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. After completing a full review of the account we can...

confirm the following:   ·         02/18/2016 - The customer signed up for our “SEO by Web” service with a $600 monthly reoccurring charge. ·         02/18/2016 - The customer signed up for the “Budget Based Pay Per Click (PPC) Marketing service,” with a $500 monthly reoccurring charge. ·         06/01/2016 - The Customer canceled the “SEO by Web” service, and did not cancel his PPC Marketing campaign at this time.   The PPC Marketing campaign was active from 2/18/2016 until 11/29/2017; during this time, a $500 monthly reoccurring charge was charged to the method of payment the on file that the client originally provided, and marketing service were provided for the customer’s website, triggerfinger.us. We have attached a copy of the marketing results, which highlights all of the campaign’s details throughout the time it was active, including the amount of clicks, impressions, money spent, and more. Please note that this information would have been available to the client at any time the account was active, via the online account manager portal.   On 12/06/2017 the client submitted a charge back with his Financial Institution for his September, October, and November bills and a total of $1,500.00 were refunded. Upon filing chargebacks on 12/06/2017, the client’s PPC Marketing campaign was automatically terminated and we can confirm that he will not be billed further. Web.com has determined that no further refunds are due to this client, as services were been provided since February of 2016, and we do not have any records showing that the client canceled his PPC Marketing campaign.   In light of the recent chargebacks and account cancellation, Web.com considers the matter closed and asks that the Revdex.com will do the same.   We wish Mr. [redacted] the best in his future business endeavors.   Sincerely, [redacted] Web.com [redacted]

Dear Revdex.com,
 
We have reviewed the complaint for [redacted], Complaint# [redacted]
 
We have reached out to the customer to discuss the billing issues he experienced. We have formally apologized verbally and via email for the issue and also issued a full...

refund. Based on the actions taken to satisfy the customer, we ask that the Revdex.com consider this matter closed.
 
 
[redacted]
Web.com%3

Dear Revdex.com,[redacted] filed a complaint citing billing issues and refund difficulties.We have cancelled Ms. [redacted]'s account and refunded $114.95 to the customer's billed account.I have provided her with my direct contact information should she continue to have difficulties.Thank...

you[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 account has been terminated. We have resent the cancellation confirmation email to the client as well.Thank you,[redacted]Web.com

Dear Revdex.com,We have received the complaint for [redacted], complaint # [redacted]After a thorough review, we have found that Ms. Mecklenburg is not a client of web.com but in fact a client of webs.com. We are not affiliated with webs.com in any way. To try and help the...

client with her concerns, I have included a link for webs.com support [http://support.webs.com/home].Thank you,[redacted]Executive OfficeWeb.com

Dear Revdex.com, On 8/19/2015, [redacted] filed a complaint with your office requesting a refund for a service which has previously been moved to another company. On 8/19/2015, Web.com processed a refund in the amount of $18.50, as requested by Mr. [redacted].Thank you,
[redacted]Web.com

[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]

Complaint: [redacted]I am rejecting this response because:The domain name which I requested assistance with transferring is still active in this account. They are completely incorrect. See screen shots attached for current account and billing history.This is an example of their dishonesty and poor service. Please leave this claim OPEN.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I provided [redacted] with my direct cell phone number and she has not called me on it yet.  In addition, I contacted her several times but have not received a call from her as of 9/29/14. I was unable to reach [redacted] because she had not provided me with a phone number to reach her. I will try to reach her again today on 9/29/14. 



Call Tomorrow??






From
:
[redacted] <[redacted]>



To
:

"h[redacted]@he[redacted]" <h[redacted]>



Received
:



09-23-2014 06:18 PM

Hi [redacted]!
 
I was out a good portion of the day at the doctor’s office.

 Please accept my apologies and I’ll call you tomorrow, ok?
 
Thanks!
 
[redacted]
[redacted]
[redacted], a Web.com service
[redacted]












From:
 [redacted] ([redacted])


Sent:
Tue 9/23/14 9:05 AM


To:
'[redacted]' (f[redacted]




Hello [redacted],
I can reach you this afternoon, if that’s ok with you.
Let me know, thanks!
[redacted]


From:
 * [redacted]


Sent:
Tue 9/23/14 7:50 AM


To:
[redacted] ([redacted])




Regards,
[redacted]
Hi [redacted], I left you a voicemail message yesterday, waiting to hear back from you. Thanks.
[redacted]
From: [redacted]
To: [redacted]
Subject: RE: Revdex.com Complaint
Date: Fri, 19 Sep 2014 21:54:00 +0000
Hi [redacted],
 
You can reach me Monday-Friday 9am to 5pm at [redacted].
 I’ll expect your call next week, have a good weekend!
 Thank you!
 [redacted]
From: [redacted] [mailto[redacted]
Sent: Friday, September 19, 2014 1:54 PM
To: [redacted]
Subject: RE: Revdex.com Complaint
 
I don't have a number for you, please provide a phone number where I can reach you. Thanks.
[redacted],

Dear Revdex.com,We have completed a thorough review of the client’s account. The client is requesting for us to recover a domain name for them despite the fact the client clearly breached the contract governing the provision of services and Web.com accordingly (and properly) terminated the client’s domain name service as a result of their breach.The client filed a chargeback with their financial provider for the annual renewal fee.  The client originally purchased the domain name, <[redacted]>, in December of 2013.  The client added a Safe Renew feature to the account, a feature which ensures the automatic renewal of the domain name on a yearly basis.  On October 14, 2015, the domain name was automatically renewed in advance of the upcoming renewal date.  On November 18, 2015, however, the client filed a chargeback with their credit card company disputing the charge.  This chargeback action by the client clearly breached the governing contract – which is the Master Service Agreement (a complete copy of which is found here) – and Web.com therefore was authorized to terminate the domain name service.  Below is the relevant section of the Master Service Agreement which addresses termination where a client files a chargeback to their credit card relating to services:4. TERMINATION A. Generally. Web.com may terminate this Agreement immediately for any or no reason and without notice to you. Without limiting the foregoing, Web.com reserves the right to suspend or terminate all Services immediately without notice to you if Web.com determines, in its sole and absolute discretion, that you have failed to comply with your obligations as set forth in this Agreement. In the event of your chargeback by a credit card, charge card or other payment method, or other non-payment by you in connection with your payments of the applicable billing cycle fee, renewal fee or other applicable fee, you acknowledge and agree that all of your Services may be suspended, canceled or terminated, in our sole and absolute discretion and without notice to you.At this time, the domain name is now residing with a new registered name holder. Thank you,[redacted]Web.com