Anderson Vision Center

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

Complaint: [redacted]
I am rejecting this response because:While I appreciate the assistance I have received from Ms [redacted], I find the explanation of the security breach lacking in any details as it relates to exposure of my personal information, or the potential thereof to those who temporarily gained unauthorized access to the domain management accounts and were able to charge services to a credit card which now shows up on invoices related to my registered domain names. I accept the temporary read-only access to the domain management accounts but cannot and DO NOT accept the terms outlined at [redacted] which effectively states an unlimited release of liability and specifically states in "SCHEDULE A TO [redacted]S SERVICE AGREEMENT":"3. Security. [redacted]s does not guarantee the security of your
domain name registration records, and you assume all risks that the
password and/or passphrase you select may be compromised as a result of
fraudulent, unauthorized or illegal activity."The terms of service provided by [redacted]s (web.com) indicate an inherently insecure service/product based on the referenced "service agreement" which I  have been asked to agree to. I cannot and do not agree to such terms which overtly provide no protection to [redacted]s (web.com) clients or services while simultaneously exempting [redacted]s (web.com) from all legal recourse in the event of a failure to provide security of services if such unreasonable terms are agreed to.
As soon as I am able to find a suitable registrar which offers a more secure domain registration product I intend to transfer my domain names away from [redacted]s (web.com) as a result of this experience.Regards,
[redacted]

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,[redacted] filed a complaint stating that he was charged for a hosting plan even though his domain was deleted.  He requested a refund along with an apology.We have issued Mr. [redacted] a refund in excess of what he sought and I have emailed him an apology for this issue.Mr. [redacted] has...

been provided my direct contact information should he like to discuss this issue further.Thank you,[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: See Below:
From: [redacted] <[redacted]>Date: Mon, Mar 16, 2015 at 12:33 PMSubject: Re: You have a new message from the Revdex.com of Northeast Florida in regards to your complaint #[redacted].To: "[redacted]I must apologize for not responding.  I didn't realize I could.  I assumed their response was the end of it. Again I apologize, my mistake.The matter has not been resolved.  They are still holding my domain name hostage.  They say I am the registered owner but they have blocked me from using it.  Their customer service rep told me how to transfer the domain then locked my account so I couldn't do it.  They also claim I went over my bandwidth allowance which is not possible since I had just published the site and had little if any traffic.  All I want is access to my domain name.  The hosting service was supposed to be $3.95 for the first month and then $7.95 (not sure if I have the cent amount correct) per month after that.  They billed me $20.93 with excuses that didn't add up.  I checked and rechecked the site for asterisks and fine print and found nothing.  The REP STATED that the cost increase to $20.93 wasn't listed on the site, when it was listed at $7.95.  Then he tried to sell me a package for $14.95.  I was cheated so I closed my account.  I asked if I could pay the domain registration fee because I wanted to keep it.  He said I own it and can transfer it then told me how to do it while he proceeded to lock my account.  All I want is access to my domain name. www.[redacted].  You can check it on [redacted].  My name is not listed and it states the domain status as client transfer prohibited.If I'd have known this was a bait and switch I would never have registered my domain with them!Sincerely [redacted]

Complaint: [redacted]
I am rejecting this response because: The business owes me a refund. They have wronged me in two ways: 1. Not warning me that my website was going to expire and 2. Telling me my website would be restored by [redacted] free of charge and then charging me to do so. [redacted] may very well have tricked me into letting my website expire only to be able to then collect more money from me.
Regards,
[redacted]

Dear Revdex.com,
 
We have reviewed the complaint for [redacted],
Complaint# [redacted].
 
We have reviewed the customer’s refund request. She set up
the account on July 28, 2015 and was charged on July 30, 2015 for $114.95.
Customer was given a free month...

for August. Our records show that we received a
charge back for $114.95 on November 16, 2015 from the customer – this covers
the $114.95 charge for July 30, 2015. There are no other funds due to this
customer as the $114.95 charged was reversed due to the charge back.
 
Thank you,
                                        ...⇄
[redacted]
[redacted]
Web.com

Dear Revdex.com,Thanks for bringing this matter to our attention. We have investigated the issue and found the following:• Web.com has no record of the customer cancelling the account prior to 2/24.• A refund of 164.75 was issued on 2/25, and the account is confirmed as cancelled.We appreciate this matter...

being closed as resolved.
[redacted], a Web.com service[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 Mr. [redacted]’s concerns, and found that the previous [redacted] of the domain, [redacted], whom Mr. [redacted] claims to represent, was notified via email multiple times in advance of this domain’s expiration date.   Renewal...

notifications were sent on the following dates: 10/9/2017 11/1/2017 11/9/2017 11/13/2017 A post-expiration notice was also sent on 11/22/2017. Please see attached for the renewal notification that was sent on 11/13/2017.    In the notifications, the customer was very clearly advised that the domain would need to be renewed before November 19th, 2017. The notifications sent via the ICANN policy clearly stated: “to avoid deletion, you must immediately renew service, or after 45 days, it will be deleted.” Upon expiration of the domain, it was purchased by a third party, who appears to currently have it listed for sale at $624.00.   Seeing, as the domain in question is now owned by a third party as a result of the previous [redacted] not renewing the domain when it was still under his [redacted]hip, Web.com considers this matter closed, and asks that the Revdex.com will as well.   We wish Mr. [redacted] the best in his future endeavors. [redacted]Web.com

Complaint: [redacted]
I am rejecting this response because:As stated in my previous message, I have still not received the actual refund. Here's the history:I have received four email messages from 2/27 till 3/26 stating that a refund has been issued. I was told on 2/27 that the refund would take 3-7 business days and I never received it. I was told on 3/10 that the refund was reissued and I would receive it within 3-7 business days. 3-7 business days came and went AGAIN.I was told on 3/26 that a refund was issued and it would take 7-10 business days. I will not close the complaint until the money is actually received based on the previous promises of a refund that have not come to fruition.Why is the company in such a hurry to close the complaint before I receive the funds.  The multiple requests, the improper taking of the funds in the first place and desire to close the complaint before I receive the funds makes me think that there is either fraud or complete incompetence on [redacted] part.I can provide written documentation of all these attempts to receive a refund and the failure of [redacted] to provide it as of yet.Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I never requested a refund, I requested a credit on my account for 3 years of service. I had to file two complaints to get service that I should have gotten 2 years ago. The previous executive [redacted] refused to call me on the telephone and only communicated with me via email.  This is just another example of the poor customer service [redacted] and Web.com provides. I am still not satisfied with the service I have received. Valid emails are still being marked as spam and I have no way of knowing if I am receiving all emails (valid) sent to me because they could be caught in the ineffective spam filter.  During the past 10 years of doing business with various service providers [redacted]/Web.com is by far the worst service provider. I have lost thousands of dollars in business and business opportunities because I was not able to receive valid emails caught in an ineffective spam filter. Here is an email I sent to [redacted] on 11/21/14 From:  [redacted]                                               Sent: Fri 11/21/14 11:02 AM To:[redacted])
Hi Ms[redacted] I have also paid for Technical Support more
than once in the past so you are not giving me anything extra. I have
lost thousands of dollars in business and have lost business
opportunities because I have not received valid emails that were caught
in your spam filter for the past 2 years or more.  $100 is
nothing compared to the horrible service I have received these past 2
years (employees yelling at me, hanging up the phone on me, telling me
there is nothing they can do to help me, transferring me to the wrong
department, employees who barely speak English and cannot comprehend
anything, etc.). I have been a customer for many years and the
only reason I am being given average service is because I filed a
complaint which is pathetic. I will accept the credit but it
just a tiny gesture. I bigger gesture should have been provided with all
the money I have spent over the years as a customer. Apparently
customer loyalty means nothing to Web.com or [redacted].Here is an email sent to Donna Werts on 11/18/14From: [redacted]) Sent: Tue 11/18/14 2:55 PM To:[redacted]) I didn't ask for a refund. I am asking for a monetary
credit on my account for 3 years of service for all products I currently
have on both domain names. I do not wish to cancel my service. How do
you expect me to conduct business if my service is canceled? Here is an email sent to [redacted] on 11/17/14From:  [redacted] Sent: Mon 11/17/14 1:47 PM To:[redacted]
I give permission to setup some custom filters that move emails to a folder for review. I
created a folder under my Inbox titled Spam Emails for my [redacted] account. The technician can move the
Spam emails to that folder.  Here are some sample filters that can be
created. Thank you.
1.      
Sender has “Health” in the name
2.      
Sender has “natural” in the name
3.      
Sender has “home” in the name
4.      
Sender has “resort” in the name
5.      
Sender has “dating” in the name
6.      
Sender has “smoke” in the name
7.      
Sender has “stop” in the name
8.      
Sender has “break” in the name
9.      
Sender has “coupons” in the name
10.  
Sender has “viagra” in the name
11.      
Sender has “stop” in the name
12.      
Sender has “earn” in the name13.    Sender has ".uk" in the name14.   Sender has ".eu" in the name15.   Sender has ".au" in the name
Regards,
[redacted]

Dear Revdex.com,[redacted] filed a complaint stating that we purchase domains that customers inquire about only to raise the cost of purchase for when they call back in.I have researched this complaint and have found no findings that support the claim.  When Mr. [redacted] called back in, someone could have purchased the domain and wanted to sell it at a higher price.  Without the domains in question, we can only assume the outcome.I invite Mr. [redacted] to provide me with the domain names he tried to purchase so I can look into the specific details.I ask that the Revdex.com close this complaint as we have no policy that dictates that the agents raise cost on desired domain purchases.Thank you[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 account has been fully terminated. There will no longer be any billing associated with the services and the $37 charge has been refunded....

Please note, it may take 7-10 business days for the funds to reflect within the client's financial provider but we have also sent a copy of the invoice to the email address on file for the client's records.Thank you,[redacted]Web.com

[redacted] filed a complaint citing refund difficulties and a negative customer service experience.
A member of the [redacted] completed a review of the account and confirmed that a refund totaling $136.60 was accommodated on 9/20/14.  We were unable to call the customer as...

no telephone number was provided.  However, an email was sent on 9/24 confirming the refund and providing our direct contact information.  [redacted] responded via email on 9/24 requesting an additional 6 month refund.  We are reviewing the request and will work directly with the customer to bring this matter to resolution.

I received a refund of $31.98 in addition to the amount of $18.18 from [redacted] due to [redacted]. I am satisfied with the results from this complaint. Thank you Revdex.com and [redacted] for coming up with this result for me. 
This matter is now closed.
 
 
Regards,
 
[redacted]

Dear Revdex.com,We have received the complaint for [redacted], Complaint # [redacted].We have reviewed the customer's billing concerns. We have been in contact with the client and have agreed upon a refund in the amount of $83.60.  We have emailed the client copies of the invoices for his refund and he should expect to see this process within 3-5 business days.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, We have reviewed this client’s complaint and have investigated these claims through the client’s account history. The client signed up for Website/Marketing services on 9/6. A total of 3 payments in the amount of $99.95 were made (9/13, 10/11, and 12/6). The monthly, $99.95 payment for...

November was waived on 11/8, as promised by support. In addition to the waived November payment, the payment made on 12/6 was also fully refunded, as per the client’s request. This refund was issued on 12/7, when the account was cancelled. This leaves a current total balance paid to Web.com of $199.90. Considering the time and labor involved with work completed on this account between 9/6 and 12/7, a determination was made that a full refund is not warranted. The client’s website was fully designed, and made active. Continued communication between the client and Web.com staff did occur regularly. In addition to design/hosting services, marketing for the website was also active throughout the life of this account. Web.com did incur costs to actively submit this website for optimization. Bearing in mind that 50% of total costs of these services (which the client agreed to), have previously been waived/refunded, and an exceptional amount of resources/labor were utilized directly for this account, we are extremely confident that no further refund can be considered warranted. The client’s services have been cancelled and no future billing will occur.   Best regards, [redacted] Web.com

Dear Revdex.com,We have received the complaint for [redacted], Complaint # [redacted].We have reviewed the client's account concerns. After a full review we have found that we have already processed a one month refund for the client. As a customer service gesture, we will process 2 additional months to assist the client with their billing concerns. The client should expect to see the funds deposited within 7-10 business days. We have also emailed copies of the invoices to the client to retain for their records. Thank you,[redacted]Web.com