Anderson Vision Center

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,We have received the complaint from [redacted], complaint #[redacted].We have reviewed the client's concerns and can confirm that an account was set up under the name of [redacted] that was published live on April 4, 2016. On 5/10/2016, Mr. [redacted] called in to...

support to terminate the services, but since he was not listed as an authorized account holder, he was unable to do so. Mr. [redacted] was sent a 'Change of Ownership' form to complete and send back to update the primary account holder information in order to proceed with cancellation. On 5/12/2016 Mr. [redacted] was sent a response advising that the information provided was not complete as there were missing items, such as a copy of a valid photo ID. We did not receive valid information to update the account and therefore we were unable to terminate the services. As of 9/12/2016 the account has been set to terminate and there will be no further billing associated with any services. Thank you,[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 no
records of the client calling to cancel her account, other than on April 14,
2016. Since July 22, 2014 the client was charged $9.95...

every four weeks. As a
customer service gesture, we have refunded the full amount, totaling $229.84.
Please note it maybe take 7-10 business days for this to reflect, depending on
the client’s financial institution. We have emailed confirmation of the refund
to the email address on file and are very sorry for any frustrations this may
have caused.
Thank you,
[redacted]Web.com

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]

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]

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

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 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

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 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]

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

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]

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: The response from Web.com re my matter is an abject lie. Of course I did NOT put up anything on Web.com's site as I explicitly told the customer service rep that I was not at all ready to publish anything as my current site with [redacted] was already up and I was intending on completely re-doing my entire site eventually; that I was full-time teaching, that I had back pain and that my upcoming surgery was scheduled for March 2015 (I was bumped 3 times; the actual surgery took place on April 27th at [redacted]. AT NO TIME did I ever press any "publish" button as not even one page had been prepared !!!!! I spoke with Customer Service reps as far back as November 2014 after my [redacted] company advised me to settle this matter with Web.com. Of course Web.com doesn't have any record of that; this would support my grievance toward them !! I am angry and frustrated, particularly when I read the phrase "....client has been offered a refund in the amount of $131.80, as a customer service gesture". What is Web.com's concept of a thorough review ????? I DID phone in before June 2015 as early as November 2014....Regarding termination of the account this is EXACTLY what I requested in November 2014 when [redacted] and I realized that I had been over-charged 32.95 per month. I repeat for emphasis: at no time did I request any web-building of any kind from Web.com. Nor did I request or agree to any charge/service beyond the agreed upon 1.95/month. I am a [redacted] and a certified teacher. I have a fully serviceable website www.[redacted].com with [redacted]. Why would I publish another when my original one is already on the web ? An important point is that I had NOTHING to publish with Web.com. If Web.com published ANY DOCUMENT with my name on it, legal action is now required. I am now attempting, and have attempted in the past over the phone, to resolve this matter fairly. Web.com has made mistakes in the Customer Services Department but making misleading, untruthful and deceitful comments about my actions to Revdex.com is crossing the line. Their comments are slanderous and worthy of internet notice to the public. Thank you, [redacted] Web.com
Regards,
[redacted]

Dear Revdex.com, Upon receipt of this client's complaint, filed with your office, the [redacted] reviewed the mentioned account and services. It was found that this client purchased a domain name and a website builder package on 12/22/2011 at a promotional rate for 1 month,...

totaling $3.95. Because the services were not cancelled within 30 days, reoccurring monthly payments were attempted on 2 occasions, as outlined in the package details at the time the client purchased this package. The 2 additional attempts to process payment for the client's service, which was not cancelled as per the purchase agreement, however, both of these payments were declined due to "invalid card". These payments, each in the amount of $38.00, were never collected and therefore, cannot be refunded. Attached, you will find a snap shot of the client's order history, indicating the failed payments. At this time, the domain name is available for the public to purchase through any accredited registrar. Due to the client's request to be refunded for payments which were never collected by Web.com, as well as the client's current ability to purchased the domain name, [redacted], we respectfully request the Revdex.com consider this matter closed.  Best regards, [redacted] Web.com

Complaint: [redacted]
I am rejecting this response because:  I agree with the main message but I have spoken to them via telephone many times, I am willing to give my last four of my social for identity purposes but I have taken up way too much time at work calling web.com folk.  It should be all in their call records.  I cannot make any more phone calls.  And their alternative request to log-in to my account, how is this possible when I cancelled my URL and my account over a month ago?  I am confused as to why they cannot just go ahead and release the URL when I am giving permission.
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]
From: [redacted] <[redacted]>Date: Tue, Feb 3, 2015 at 3:38 PMSubject: #[redacted]To: [redacted]Aloha,I really appreciate your help in my case. Not only did they refund the two $399.99 payments, but we also got refunded other charges that were not authorized that we didn't even know about. Web.com must really be pulling the wool over people's eyes. Thank you so much[redacted]

Revdex.com:
I have reviewed the response made by web.com.  Although there are still issues with the way their prices were advertised ($3.95 for the first month and $7.95 after that).   I am willing to accept their offer as long as my domain name (which I offered to pay to register) remains mine and I have access to it as promised.I hope they make changes to their website to make sure that their prices are honest, straight forward and clearly explained.  I really felt like I had been bait and switched and I read the fine print and looked at the asterisks.Hopefully this will resolve the issue.  I'm accepting the offer even though I won't know for sure if the domain is really mine until 4/1/15 when I can transfer it.
Regards,
[redacted]

[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.