Anderson Vision Center

Dear Revdex.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 can confirm that on 12/13/2016 the client called in to cancel their services for the Website and the Ecommerce store. On that same day the services were cancelled and as promised Web.com did not charge the client any additional fees. However, it appears the charges the client is referring to came from a third party company [redacted] and Web.com does not have any affiliation with [redacted] and would not be able to have any control over their financial affairs. Since the service was with [redacted], Web.com would not have been able to advise the customer to cancel their services with a third party company. If the client would like to receive a refund the client would have to contact [redacted] to receive a refund for the charge he received from that company. Thank You,          [redacted] Web.com

Complaint: [redacted]
I am rejecting this response because: From: [redacted] <[redacted]>Date: Mon, Jun 29, 2015 at 3:34 PMSubject: Re: You have a new message from the Revdex.com of Northeast Florida in regards to your complaint #[redacted].To: [redacted]The complaint was that the company did not do what they said I was paying for therefore I want out out of my contract. Do what you said you do and wouldn't want out of the contract it's that simple. Regards,
[redacted]

[redacted] filed a complaint regarding billing difficulties for her accounts.
A member of the [redacted] spoke with Ms. [redacted] on 9/12 and 9/18 and we have also communicated with her via email throughout this time. Ms. [redacted] has provided us with a list of charges from her bank...

statement and we are actively working with her to confirm each charge to determine if there are any services which should be cancelled or refunds to be issued. We continue to work with Ms. [redacted] and we ask that she contact our office directly if she has additional concerns regarding this matter.

Dear Revdex.com,We have received the complaint for [redacted], Complaint # [redacted]We have reviewed the customer's account concerns. After a full review, we have found that the client's account has already been terminated. The customer called in to support on 8/26/15 and...

successfully cancelled all services. We have resent the cancellation confirmation email to the client for her records. The client agreed to the terms of service when she purchased the DIY website builder package. As a customer service gesture, we have refunded the last months payment and emailed a copy of the invoice to the client for her records.Thank you,[redacted]Web.com

[redacted] filed a Complaint after experiencing difficulties updating the email address on his User ID, which he was doing with intent to prepare his domain name for transfer to another provider.  In his Complaint, Mr. [redacted] reported that his initial fax attempts were not successful,...

noted that all of the email addresses associated with his domain were not updated, and requested that [redacted] be reported to the [redacted] due to the experience.
We attempted to reach Mr. [redacted] by phone; however, he was not available, so a voicemail message was left for him.  Our review confirmed that the email address on Mr. [redacted]’s User ID as the Primary Contact for the Account was updated per his request 9/2.  As the Primary Contact over the Account, Mr. [redacted] has full authority to manage the domain, its associated Account Contacts, and prepare the domain for transfer to another Registrar via the online Account Manager.  The Authorization Code was provided to Mr. [redacted] 9/16 via email and an additional follow up email with instructions for updating the WHOIS contacts and preparing the domain name for transfer was sent.  Contact information for a member of the [redacted] was also included.  We remain willing to work with Mr. [redacted] to complete his request and ask that he contact our office directly with any additional questions or concerns regarding this matter.

Dear Revdex.com,
 
We have reviewed the complaint for [redacted],
Complaint# [redacted].
 
The inbound [redacted] mentioned in the
customer’s complaint reached out to the customer via phone, refunded his purchase,
extended the service at...

no charge and resolved the hosting issues. The Inbound
[redacted] also provided his direct contact information to the customer. All
issues should be resolved.
 
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. After a thorough review, we have determined that we have already issued a refund back to the customer for $200.00 -...

$100.00 issued on May 22nd, 2015 and the remaining $100.00 issued on May 29th, 2015. The customer should already have the funds issued on May 22nd and he will see the additional $100.00 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]
Web.com

Dear Revdex.com, We have reviewed the complaint for [redacted], complaint # [redacted]. We have reviewed the customer's domain name issue.  After a thorough review, we have determined that the domain name, [redacted] was unlocked and authorization codes were provided...

for the client on 4/29/15.  The client did not apply the authorization codes for transfer of the domain name until the domain name had expired, which was on 6/10/15. Should the client have transferred his domain name before the expiration date, a renewal would not have been necessary.  The domain name is able to be transferred with the authorization codes he was provided on 4/29/15.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 received the complaint for [redacted], Complaint #[redacted].We have reviewed the customer's billing concern. After a full review we have found that multiple notices were sent to the client about the billing adjustments during the life of her account. There is no...

refund that is due. Services were provided as requested and as stated in the terms and conditions of our service agreement.Thank you,[redacted]Web.com

Dear Revdex.com,We have received the complaint for [redacted] # [redacted].Please know that we take customer dissatisfaction very seriously. The client, Mr. [redacted] has spoken with a Specialist since he placed his Revdex.com complaint. The specialist offered Mr.[redacted] a significant reduction...

in his bill with a $200 credit. The specialist also offered some assistance in getting the campaign going in a better direction for him as well. The client agreed to the terms given to him by the specialist.Web.com wishes nothing but the best for the client and his business in the future. We look forward to building our relationship as your business grows.Thank you,[redacted]Web.com

Dear Revdex.com,
We have reviewed the complaint for
[redacted] [redacted], Complaint # [redacted].
We have reviewed the client’s concerns; at this point the
account has been terminated and an cancellation confirmation has been sent to
the email address on file. No further action...

is needed. Thank you,[redacted]Web.com

Dear Revdex.com, We sincerely apologize for Mr. [redacted]’s experience.  Upon review of the account and interactions with support we have found that Mr. [redacted] chose to downgrade his service from a “Do It For Me” (DIFM) Custom Built website to a “Do It Yourself” (DIY)...

hosting.  This does effectively drop his price from the $124.95 monthly charge to a $119.52 yearly hosting charge.  However, the DIY service does not include a lot of the features and benefits that come standard with the DIFM offering.  When Mr. [redacted] chose to downgrade his service he was charged for a $119.52 hosting package which was purchased and authorized by him.  This service does come with 24/7 support for a variety of hosting topics, but that does not include migrating and setting up a website to the new host as it is a DIY platform.  Therefore, Mr. [redacted] would have had to purchase premium support to have a technician complete this task for him, which was explained to him.  Mr. [redacted] did cancel this service shortly after and a full refund of $119.52 was processed. The last charge placed to the clients account was on 7/29/2017 which was the client’s normal recurring charge for his DIFM website.  This charge was authorized as Mr. [redacted] did not cancel the account, nor make any attempts to do so in accordance to our Terms of Service.  The account has since been cancelled and the last payment of $124.95 from 7/29/2017 has been refunded as a courtesy to Mr. [redacted].  Please allow 5-7 business days for processing. Lastly, Mr. [redacted] has been provided 2 digital copies of his website and a hard copy sent by mail.  This has been confirmed to have been processed correctly.  We thank Mr. [redacted] for his patronage and wish him the best in his future endeavors. Thank you, [redacted] Web.com

Dear Revdex.com,We have received the complaint for [redacted], #[redacted].We take customer satisfaction very seriously. We can confirm that this customer does have an account with Web.com. Web.com would be more than happy to assist the client in cancelling the account and refunding...

what needs to be refunded. Web.com does take the security of our clients accounts very seriously and unfortunately we have not been able to assist this customer due to her not being listed on the account or verifying the login credentials.The agent that the customer spoke with on August 2nd did provided the Primary Contact Registration paper work that is needed for security of the account to change the Primary. Once this has taken place support could assist further as the customer would be listed on the account.On August 23, 2017 a chargeback was issued by the client and accepted. Once a chargeback is placed the account is cancelled and was on the same day.Web.com does apologize for any frustration this customer may have experienced but there is a standard security measure that is taken to ensure the security of a clients account. The chargeback was issued and the account has been cancelled we wish nothing but the best for this customer in the future.Thank you,[redacted]Web.com

[redacted] filed a complaint citing difficulties with getting in touch with [redacted]
 
A member
of the [redacted] contacted Mr. [redacted] via phone and he stated that [redacted] contacted him and his issue is resolved with them.

Complaint: [redacted]
I am rejecting this response because: It is not clear what "all web.com brand information is stripped from the site".  I want to know specifically will I have the rights to the logo, photos and text content.  
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]

We have received the complaint for [redacted] [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 understand these issues better and respond appropriately. As a result,...

we have refunded the client three payments of $36.85 totaling out to $110.55. Thank You,          [redacted] Web.com

Dear Revdex.com,We have received the complaint for [redacted], Complaint # [redacted].We have reviewed the client's account issue and have terminated the services as requested as well as refunded the client in the amount of $32.95.  We have emailed a copy of the cancellation...

confirmation to the client and a copy of the invoice showing the refund.Thank you,[redacted]web.com

Complaint: [redacted]
I am rejecting this response because:I recently learned that I had a mobile website when I was told to request that the same modifications that are made to my website be applied to the mobile website as well.  Prior to such time, I did not realize that if I want my website to appear on mobile devices, then I had to have an additional (3rd) service.  The service that I sought from Web.com was to consist of a website fee of $114/mo. and an eCommerce fee of $55/mo.  During the course of this dispute via Revdex.com, after submitting a Revdex.com complaint, I was told by Ms. [redacted] that there was to be an additional $30/mo. fee for the mobile website going forward.  In my previous rejection correspondence, I referenced a total of $30 that I was charged on 8/5/15 towards the mobile website, which Web.com intended to apply monthly for the remainder of the service.  Again, I learned this information during the course of this Revdex.com dispute.The only upcharges that had been presented to me was by a man from their [redacted] Department who called weekly to sell a [redacted] service for an additional $300/mo.   A lady called weekly from their [redacted] Department as well, offering a [redacted] service for an additional $195/mo.  I declined repeatedly and expressed to them that I was not pleased with the service that was being rendered thus far and had no desire to add their upcharges.Any reader of my initial complaint to the Revdex.com would find that the myriad of problems with Web.com that I have experienced since the website went live, did not primarily lie with the mobile website.  I find it highly unfortunate that the responses from Ms. [redacted] via Revdex.com trivialize and grossly misrepresent the nature of my complaint and what is being discussed via direct, recorded telephone conversations with her.  During our conversation on 8/25/15, Ms. [redacted] told me that they were not finding any records of any of my issues prior to 3 months ago.  I offered to provide names of representatives that were supposedly addressing my issues from the beginning of service in January of this year.  For example, I had names of reps from their Retention Department from as early as the first month of service.  Ms. [redacted]' response to me was, "Oh, I didn't know you had names."  Web.com's position is that they have no records or documentation of my issues, which began the initial month of service and compounded throughout my website ($114.95) and eCommerce ($55).  My position from the time of submitting my Revdex.com complaint was to receive full reimbursement.  The first I learned of a 3-month reimbursement option was upon reading Ms. [redacted]' response on 8/13/15 via the Revdex.com.  Furthermore, her response outlined several months of free service which I supposedly received.  My records (confirmed with my credit card company) reflect that I have incurred the following charges to date: $114.95 (Jan. 1); $55 (Jan. 26); $114.95 (Jan. 29); $27.50 (discount - Feb. 23); $55 (Apr. 20); $55 (May 18); $114.95 (May 21); $55 (Jun. 15); $114.95 (Jun. 18); $55 (Jul. 13); $114.95 (Jul. 16); & $30 (Aug. 5).Ms. [redacted], who has presented herself as merely a messenger, continues to present contingencies upon which a full
refund would be based.  Whenever we surpass the hurdle, she presents another
factor.  I have asked on numerous occasions to speak with someone who may
further address the matter.  She says that there is no one else with whom to
speak.  Furthermore, she has stated that the [redacted] has been reviewing my
situation; however, I am not allowed to directly speak with the [redacted].   On 8/27/15,
I asked that I be contacted by her superior. Again, she said that there was no
one else for me to speak to regarding the matter.  After a rather lengthy
exchange between her and myself, she eventually said, "I'll have someone
call you."  She abruptly hung up the phone while I was in the midst of
asking when I would be contacted.  Subsequently, the same day, she later followed up with an email restating the 3-month offer.  The email stated that I had until 8/31/15 to accept or decline the offer, or forfeit the reimbursement of any funds. On 8/20/15, it was brought to my attention that my credit card
numbers(2) had been compromised by Web.com on 8/13/15.  According to the Web.com correspondence,
there were approximately 93,000 customers whose credit cards had been exposed.  This would be a good place to reiterate the fact that the very nature of my
complaint initially stemmed from the fact that Web.com has listed with the
major Internet search engines a photo of my personal residence, a map to my
home; and furthermore, a link to access directions to my private home.  In the interim of this dispute, Web.com customers, including myself, had our
credit cards exposed to possible identify theft.On 8/28/15, my credit card company attempted to contact Web.com with me on the line.  My creditor's representative was placed on hold twice for 7 minutes each on 2 calls that were place back to back.  We were not able to speak with a Web.com representative.  On the third attempt, we were able to reach a Web.com rep after a lengthy hold of 15+ minutes.  We were transferred to various departments twice, which entailed 2 more extended hold times.  Ultimately, we were unable to have our concerns addressed.Later on 8/28/15, I was contacted by the superior of Ms. [redacted], Mr. [redacted].  He said that he did not understand why I would be seeking a full refund when I had received discounts throughout the year.   I expressed that in addition to providing poor service, compromising my personal security, violating my private financial information, I have incurred promotional costs for links directing customers to a website that was oftentimes unavailable.  Also, I have printed materials advertising the Web.com [redacted] number which they will retain after my service ends.  Mr. [redacted] said that he would review my recorded phone calls and contact me on August 31, 2015 with a response to my request for a full refund of all funds paid to Web.com. In conclusion, I believe that the general public at large needs to be aware of how Web.com conducts business.  It is for this reason that I was prompted to report to the [redacted].  In addition, I have been in contact with the [redacted] of the [redacted] office to submit a report of my experience as well.  
Regards,
[redacted]

Dear Revdex.com,I have researched the domains Mr. [redacted] is referencing.  The domain he used to own, [redacted], is available for purchase at any registrar.  He is welcome to purchase it from [redacted] as they have it listed for $3,369.00.  This is a premium domain and will have a high purchase price.[redacted], the second referenced domain, is registered with [redacted] and owned by [redacted] since 05/27/13, not [redacted].  As with any domain, he is able to make an offer to the current owner for purchase.I would like to reiterate that we have no policy to purchase domain names for the customer's protection.  I recommend that Mr. [redacted] purchase the domain names he desires at the time of inquiry to avoid losing it to another purchaser.We kindly ask that the Revdex.com consider this complaint closed.Thank you[redacted]