Anderson Vision Center

Complaint: [redacted]
I am rejecting this response because:The original payment (1 year + 2nd year protection) was never charged back, to which [redacted] agrees. This should legally provide the customer with two full years of domain ownership - regardless if the domain is renewed or not! In fact we are still within the those first 2 years. Indeed the 2nd payment (renewal + 3rd year protection) was charged back because of ambiguous description on cc statement. Hence domain was not renewed and only year 3 is when you may revoke ownership, because two full years are still covered by the first payment of one year registration plus another year of domain expiration protection.Here is a quote of the [redacted] webpage advertising the [redacted] service which has no exclusion of any sort:[redacted] secures your domain for 1 year if you are unable to renew it on time.Secures your domains for 1 year if you are unable to renew it on timeProtects you from credit card expiration, failed billing or incorrect contact information
WHAT GOOD IS AN EXPIRATION PROTECTION SERVICE WHEN IT ONLY WORKS AS LONG AS THE DOMAIN DOES NOT EXPIRE?Regards,
[redacted]

Dear Revdex.com,
 
We have reviewed the complaint for
[redacted], Complaint# [redacted].
 
We have reached out to this customer
via phone and email to discuss her poor experience and refund request. We were unsuccessful
in reaching her by phone and only...

received one email from her stating that she
will be contacting us soon. The account the customer had with us is cancelled
and we have processed and issued a refund in the amount of $114.95 to the
customer on April 7, 2015. We have also emailed the customer this information
and we have also attached a copy of the email sent for your records. Based on
the actions taken, we ask that the Revdex.com consider this matter
closed.
 
 
[redacted]
[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. A credit is visible on my credit card statement from the merchant.
Regards,
[redacted]

Dear Revdex.com,We appreciate you bringing our attention to this matter. We've investigated this complaint, and have found that we have appropriately communicated our stance on this issue, which I will reiterate below.We understand the concern, however Web.com is simply the Registrar for this domain....

 The website itself is hosted elsewhere and Web.com did not create nor do we exercise any control over the content found on the website that you find objectionable.   We would recommend that you address this issue directly with the owner of the website or to the web-hosting provider.Under the rules governing Registrars, Web.com can only take action with respect to a particular domain registration pursuant to (i) a request from the current domain name registrant; (ii) the terms of the Uniform Domain Name Dispute Resolution Policy (“UDRP”) issued by the Internet Corporation for Assigned Names and Numbers (“ICANN”), the international regulatory body that oversees the administration of domain names; or (iii) an order from a court or arbitral tribunal of competent jurisdiction.If you are considering taking recourse against the party responsible for posting such content, you may find ICANN’s dispute resolution procedures detailed in the link below to be informative.[redacted]Please note that under the U.S. Communications and Decency Act, an Internet Service Provider or Web host is immune from liability for the content posted on a website by a customer and therefore, neither Web.com nor its affiliates would be a party to any potential court, arbitral or regulatory proceedings. We appreciate this matter being closed as resolved.[redacted], a Web.com service[redacted] [redacted]

[redacted] filed a complaint due to difficulties with her email product. She requested the following compensation:
·         4 years of hosting
·         domain registration including private...

registration [redacted] and [redacted]
·         4GB of permanent space for [redacted]
A member of the [redacted] left  voice messages for Ms. [redacted]  on 9/9 and 9/12 and sent follow up emails providing our direct contact information.  To date, we have not received a reply from Ms. [redacted].  We remain willing to work with Ms. [redacted] regarding her requests and ask that she contact us directly so we may assist.

Complaint: [redacted]
I am rejecting this response because: I still do not have the ability to manage the accounts for my domain names and did not receive sufficient explanation for the security breach. I did spend a significant amount of time working with [redacted] and I appreciate her time, due diligence and professionalism during our interactions.I ask that all reviewing the case understand how frustrated I am that this happened in the first place and as a result I was required to fax and email on multiple occasions copies of my driver's license and water bill per [redacted]s policy in order to identify myself as the registrant of both domain names.[redacted]s is not providing me access to manage my domain names at the present time, though changes were made to the accounts after the identification process over the phone. I was told after the holidays were over I would be able to login to the domain name management interface however no exact date or time was specified. Until that time I cannot see for myself how both accounts are configured, though for the moment hosts within both domains are properly resolving.Secondly, the initial security breach which occurred on 11/26/2014 where the [redacted]s management interface for my domain names was obviously compromised and purchases for [redacted]s were made within the domain name management interface which allowed parties unknown to hijack both of my registered domain names. I need to know how this occurred, how it can be prevented in the future and what information was leaked to the unauthorized person(s) which gained access to both accounts. I would ask that this case not be closed until I have access to manage both accounts and a sufficient explanation of the security breach which allows unauthorized persons access to manage both accounts starting on 11/26/2014 and any personal information exposure associated with my accounts and the recovery process, e.g. the faxes and emails of scans of my driver's license, water bill... when and how are they disposed of, who has potential for access to view that personal information.
Regards,
[redacted]

I accept Web.com response to this issue, but due to the unreasonable delay and misleading language indicating an earlier resolution wish was a lie. Also, due to a breach of Web.com agreement, I lost donations. Please do not communicate to Web.com until it fulfills this current promise.

Dear Revdex.com,We have received the complaint for [redacted], complaint # [redacted].We have reviewed the client's account concerns and have set her account to terminate. We have also requested for the client to be refunded. The client only made one payment of $114.95 and we are...

returning the funds back to the same card that is on file. Please be aware, it may take 5-7 business days for the funds to be reflected within the client's account.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]

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 with your office requesting a refund in the amount of $299.85 as well as his website to be restored to its original status. A review of the account and phone calls in question, shows there was misinterpreted communication which caused the claim to be denied....

At this point, the issue has been rectified. The customer has been fully refunded in the amount of $299.85. This refund will be fully processed within 1-2 business days. Also, the website mentioned has been returned to its original state. As a result of meeting this customer's requests to their satisfaction, we respectfully request that the Revdex.com 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. We have verified the refund
amount that the customer is expecting to receive and our finance department has
issued a check to the customer. He will receive the refund via US mail in check
form as he requested. Based on the actions taken to satisfy the customer, we
ask that the Revdex.com consider this matter closed. 
[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 $114.95 for the website package.  After a thorough review, we have decided to approve the customer's refund request. We...

will be processing a refund for $114.95 today and the client should see the funds credited back within 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 received the complaint for [redacted], complaint #[redacted].We have reviewed the client's billing concerns and can confirm that we have issued a refund in the amount of $218.81 in the form of a check for the registration of the domain name [redacted] as well as the email boxes associated with it. Please note that it may take 7-10 business days for the check to reach the address provided. As far as the marketing emails are concerned, we have worked with our support teams to ensure that your email address is removed from our database. We apologize for any frustration this may have caused.Thank you,[redacted]Web.com

Dear Revdex.com,We have received the complaint for [redacted], Complaint # [redacted].We have reviewed the customer's billing issue.  After a thorough review, we have found that the customer's account has already been fully terminated and a refund in the amount of $60.40 has been...

approved.  Please allow 5-7 business days for the refund to process within your financial provider. Thank you,[redacted]web.com

Complaint: [redacted]
I am rejecting this response because: It is easy to go back and address a problem but it does not change the fact your customer service is horrible and I see no reason to expect it will get better without customer preasure
Regards,
[redacted]

Dear Revdex.com, We sincerely apologize for the frustration Mr. [redacted] experienced.  The client’s contract ended for his Annual Custom Website and the client chose to take the physical website files to a different host as is allowable for this product after a 1 year term....

 The client was provided two site copies, which upon review were complete site copies with no missing or corrupted files.  In doing so the client is given the option to pay to have our team complete the transfer or to do it himself.  The client elected to move the site on his own to a 3rd party host so there would be very little Web.com or [redacted] could do to assist with that migration.  Unfortunately, the new 3rd party host was unable to host the website (this is per the client and for an unknown reason).  The client then chose to purchase a hosting environment with [redacted] to migrate his website to.  Unfortunately the client was unable to fully migrate his website correctly which caused errors and formatting problems on the new host.  The client called in several times for assistance to which the teams at Web.com and [redacted] worked together to fix the website as a courtesy to the customer.  The teams were successful in correcting the errors and the website now resolves correctly. The client has received $849.65 in discounts and waived billing; furthermore the client was not charged the typical $174 fee for assisting with the website migration.  Unfortunately due to the large amount of money refunded and to the client already we would not be able to extend further refunds as he has already received a “major portion” of his total expenditures.  We do regret the experience Mr. [redacted] had, however, he was provided with a working website and [redacted]eting, was extended many discounts and refunds, and lastly did not elect for a paid transfer service to avoid any errors with the transfer.  Thank you, [redacted], Web.com

Complaint: 10673779
I am rejecting this response because: it is not a finalised solution as Web.com has requested a time extension. I have no option but to allot them more time in a matter which has already taken an unreasonable amount of time to solve. Therefore I am unable to accept and close the matter until such time as they submit a final reply at which time I will respond to both this response and their latest response. I await their next communication as promised by web.com.
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.  It's unfortunate I had to spend so many hours correcting their mistake.
Regards,
[redacted]

Dear Revdex.com, We have received the above complaint from your office, filed by a client who purchased [redacted]/Marketing) service for their business. Due to circumstances outside of our control, a portion of the client's funds were unable to be used as originally intended. After the client's...

request to apply and transfer additional campaign funds to a new business location, in consideration of the already existing campaign issues, Web.com determined that funds could not be transferred without the risk of potentially adding to the underlying issues, and having a negative impact. To protect the client and Web.com from further account confusion, Web.com denied the request to apply these funds to another location. At the point of determination, a claim request was sent to leadership to seek approval for a refund of the remaining campaign funds to be issued. Approval was obtained and a refund in the amount of $11,465.45 was issued on 6/23/2017.As a result of Web.com meeting and/or exceeding the client's expectations related to the refund request, we kindly request the Revdex.com consider this matter closed.  Best regards, [redacted]Web.com