Anderson Vision Center

Dear Revdex.com,We have reviewed the complaint for [redacted], Complaint ID # 1[redacted].We sincerely apologize for any frustrations Mr. [redacted] may have experienced.  We have reviewed the account history at length and unfortunately will not be extending any further refunds to Mr. [redacted].The client signed up for Online “Ignite” marketing services on 11/16/2015 for $99.95 on a 4 week recurring cycle.  Shortly after, on 12/23/2015, the client upgraded his service to a Custom Built website (which included the former Online marketing service) for $124.95, with the same recurring 4 week cycle.  For the timeframe the client has services with Web.com, his should have been charged for 4 payments of $99.95 and 13 payments of $124.95, making a total of $2,024.15.  Since signing up for services, Mr. [redacted] has received substantial refunds and discounts for both his Ignite marketing package, as well as his Custom Built Website.  Of the 4 payments of $99.95 for the Ignite marketing, 3 have already been refunded for a total of $299.85, and of the 13 payments of $124.95 payments for the Custom Built Website, 9 were credited or refunded for a total of $1,124.55.  The total amount of credits/ refunds that have been issued to Mr. [redacted] is equal to $1,424.40.  Total paid less total refunds amounts to $599.75 that the client has paid in total.Additionally, the client received a copy of the website which Web.com designed for him, valued at $1,000 for free. This website is currently being used (as of 3/3/2017) and is active under Mr. [redacted]’s domain, [redacted].  While we sincerely apologize that the client was not satisfied with the marketing portion of his website we did our utmost to meet his business needs, however it is important to understand that the organic marketing the customer signed up for does not guarantee leads or website views. There were originally misunderstandings regarding the information to be included in the marketing of Mr. [redacted]’s website, and refunds were extended on those occasions. Despite any issues with the marketing service, the website remained active and online during this time.  The $124.95 recurring rate was not solely for the marketing as it also includes the website maintenance, hosting, domain registration, email, 24/7 support, and more.Under the circumstances, Web.com has refunded far and beyond any normal expected amount and is not willing to extend any further refunds. We hope this explanation serves as a resolution to client’s concerns, as we consider this matter closed.  We thank Mr. [redacted] for his patronage and wish him the best in his future business endeavors. Thank you, [redacted], Web.com

Dear Revdex.com,We have received the complaint for [redacted], complaint #[redacted].We have reviewed the client's concerns and have found that the customer filed a charge-back with their financial provider for the renewal of their domain name. The name is now with a new...

registered name holder and the client will need to contact that company in order to resolve their concerns.Thank you,[redacted]Web.com

Dear Revdex.com,Thank you for bringing this matter to our attention. Here are our findings.Refund of the $300 was processed and confirmed on 11/28/2014 to a CC ending in [redacted].The reference number for the refund is [redacted] - I would suggest the client speaking to their financial...

institution if they have not yet received it.We respectfully request this matter be closed as resolved.[redacted]
[redacted], a Web.com service
[redacted] [redacted]
[redacted]

Dear Revdex.com,We have received the complaint for [redacted], # [redacted].Please know that we take customer dissatisfaction very seriously. We have confirmed that the client did have our Ignite Online Marketing Package. The sales call was pulled and account researched. The client did...

call in to renew and mentioned his lack of online presence. The Product Specialist offered this service with his one year renewal for a four week period. He then told Mr. [redacted] if he did not want the marketing he would have to give us a call and we could cancel. Mr. [redacted] reiterated this statement to make sure he understood before he agreed to the terms.We created the [redacted] page and submitted the business listings. We provided monthly updates and resubmission's. This information was also located in the account manager. Here are links to the information provided, one is to the first time we submitted to the search engines and started building the listings [redacted], the second one is the most recent before cancelling [redacted].You will notice that [redacted] does not show properly as the PIN was never given to us but the search engine states that it has been mailed to the address  under the directories listing. The two emails I have attached was the initial one stating the account is active with the log in credentials. The other email is notification about the postcard [redacted] would be sending with a PIN number to provide us.We do apologize for Mr. [redacted] unfortunate experience but a service was provided. As a courtesy we have refunded one month of service for 99.95. We wish the client all the best with his business and new financial team in the future.Thank you,[redacted]Web.com

Dear Revdex.com,
 
We have reviewed the complaint for [redacted], Complaint# [redacted].
 
We have reached out to this customer to discuss billing issues. After reviewing the account information, we have determined that a refund for $31.98 is due to the customer. We have...

processed this refund for the customer and advised this information to him via phone and email.
 
Based on the actions taken, we ask that the Revdex.com consider this matter closed.
 
 
[redacted]
Web.com

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 to respond appropriately.  On the matter of payment the total charges the client incurred were  $4,219.67. I have attached the terms of service that show the agreed upon charge and terms signed by the client.•Breakdown on the payments:Setup: $1,00010/19/16: $319.67 (the prorated amount for the month)11/01/16: $75012/01/16: $75001/01/17: $350 02/01/17: $35003/01/17: $35004/01/17: $350__________________Total: $4,219.67To address the drop in budget that also occurred in the same time frame the account was on pause and the direction of marketing was being reworked upon the client’s request.  The request came in on 12/9/16 to pause the campaign and downgrade the price. It was stated that the client wanted to switch gears from Custom T-Shirts , water bottles and tote bags to Custom Polo Shirts or Polo Logo Shirts, Custom or Logo Portfolio, Custom or Logo Baseball Caps and if there is enough budget Custom or Logo Double Wall Tumblers. The client was stated that Lead range may change based on marketing starting from square one but they stated that they sell the most of Polo's and Portfolios. The client did inform us that they would be pausing the campaign until January as they were currently busy and going on vacation. The client did not call in to authorize to relaunch the campaign until 3-23-17. All the funds that had been collected during this “pause” period were used once the client went active again.The client did hit lead range for the time that it was active which is less than 90 days.  The client stated in his first response,  ‘I told Web.com that the minimum order was $200 (the most important disclosure requested and never done by Web.com on the landing pages.” The client states in his second response, “ We had originally stated that our minimum order was $200 and that we don’t do single t-shirts but our account specialist never put that on our landing pages until the end of the cycle after several complaints.”The client is stating conflicting information but after researching it was found that the client did request for the $200 minimum order  to be placed on the site but it was not mentioned until the cancellation had already been placed in April for the account. We would have not been able to make this change for the client to see a result.Web.com sincerely apologizes for the clients dissatisfaction but after researching the account there is no indication of a refund being owed as service was provided.  Again there is no guarantees with a Leads by Web which is stated in the Terms of Service attached but the client did hit lead range several times when the account was active.  Web.com  wishes nothing but the best for Mr. [redacted] and his business in the future as it growsThank you,[redacted]Web.com

Complaint: [redacted]
I am rejecting this response because:I was not supplied two site copies. The first one was not complete and was missing the files that contained the photos. That's why my site had no photos in it from Feb. 8th to the 21st. So that is not true. They even told me that file was missing, and so did [redacted]. The reason I tried to move it to a third party (godaddy) to host is because web.com ruined my [redacted]eting with wrong phone numbers and addresses and I needed to find a company that knew what they were doing. [redacted] realized as well that files were missing so that's why I want to [redacted]. I did migrate the site correctly to [redacted] with their assistance and like I said they saw that files were missing as well. I did not migrate the website incorrectly causing errors. Web.com for 14 months has lied to me and tried to blame others for their mistakes. That's part of what is so frustrating. It's not a courtesy of web.com to resolve the problem, it's their job! They sent me a bad copy, that's where the problem started. The fee of $174 for migration was never mentioned to me, and why would they charge me that if the error was their fault when a bad site copy was sent to me in the first place. I am still waiting for the second copy which I have not received. Why is a second copy supposedly on its way if the first copy was fine according to them?? This company has lied to me continually and still continue to do so even in this response. The refunds were due to their horrible ignite [redacted]eting campaign and has nothing to do with the mess they created with my website and the fact that my pictures were not on my website for the period mentioned. [redacted] says I was provided with a working [redacted]eting system. How is that when their ignite program had wrong phone numbers and wrong addresses listed on the search engines for the entire year in which I continually complained and they did nothing about it? That program almost entirely ruined my business and from what I can see it ruined many other people's as well.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Thank you for your reply.First, to Ms. [redacted]’ listing of tickets that I opened. The
ones in the Fall did not solve the issue I was being burdened by, which
necessitated my contacting Revdex.com the first time and only then was there
resolution, which mostly stopped the spam issue until a month ago at which
point I contacted [redacted] and again I was told nothing could be done.
I’m not sure what ticket Feb 5 is regarding because the last communication I
had from anyone was an email from Ms. [redacted] on Jan 26 and that was just a bit
back and forth between us—not anything new. (So NO further communication or
help with this issue for the last 14 days.) The previous two January tickets
were for this spamming issue that [redacted] was abdicating
responsibility for so I then contacted Revdex.com to escalate getting help. So the
listings of complaints is a bit exaggerated when really it’s the same issue
that hasn’t been resolved.Next, I appreciate the advice to upgrade my email account. I
did not know this would contribute to the problem. That being said, since I
have been a customer for nearly 10 years and never had such issues before with
the same email hosting, I can’t imagine that is the cause.Which brings me to my final point. I had sent the attached
screen shot to Ms. [redacted] on Jan 26 to which she did not respond. This clearly
shows that my domain name is not protected by private registration when [redacted] said it had been. I don’t know what the difference is between [redacted] and [redacted] but since they point to the same website they
should both have private registration, per our agreements with the Fall’s
resolution. This seemed to significantly help the problem then so I’d imagine
it would do so now. Since I never heard a response from Ms. [redacted], I am asking
this request be fulfilled or the assurance from a senior tech person that this
truly would have nothing to do with the spam issue. At that point I will drop
the issue.I would just like to end by saying that I don’t appreciate
feeling like I am a nuisance when, as I said, I’ve been a loyal customer for 10
years and do not feel I have recently been getting the service for which I’ve
paid. I have been dismissed, had my time wasted, and still get numerous spam
issues daily from [redacted], amongst others. I don’t think anyone should suffer
through this and I only want what is right. Thank you.Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I was told originally that the monthly charge would be $225.  I said that this was too much for my budget and [redacted] told me that I could stop the $225 monthly charge once the website was complete and just have you host the site for $25 per month and I said that was what I wanted.With regard to communication with the development team, or lack thereof, twice your people scheduled a call with me and never showed up for the call.  I was later told that [redacted] had been out sick, but there is no excuse for someone on the development team at least letting me know that we would have to postpone the call.  Further, I had to repeat instructions several times and then to correct the copy on the site because your people either did not include the material I sent them or made major errors in transferring that material to the new site.  At one point, a few days after the 2nd missed call, I received a link to the "completed site" with the request that I approve it so that it could be published.  In this case, the site was missing major portions of what we had agreed would be on the site and there was no contact information for anyone on your team with whom to discuss it (and [redacted] was not answering voicemail messages).When I saw the $225 charge in April, I sent and email to [redacted], which was totally ignored.  When the charge was repeated in May, I again sent an email to [redacted].  I did receive a reply from him, apologizing for ignoring the April email and promising to "investigate the matter" -- after waiting several weeks to hear from him again, I published a complaint on [redacted] and with the Revdex.com.  I also disputed the April and May charges with [redacted], the card provider that handled the charges.  Regarding the SEO and traffic to the [redacted] site, I get monthly reports from [redacted], which was where I originally placed the site and those reports are showing little-to-no traffic since the redesign.  If you have moved it to another provider, please let me know where I can find the statistics for that provider.  What I am seeking from Web.com is to have you host the site with no additional services at the promised rate of $25.oo per month.  Also, I was promised that I would received a copy of the site on a CD, which has never happened.[redacted]

[redacted] filed a complaint stating the domain [redacted] was cancelled and she is due a refund.
A member of the [redacted] reviewed [redacted]’s
account.  Research confirmed that the customer has paid a total of  $384.30 for [redacted]...

 A request has been made to refund the customer
in the amount of $384.30.

Dear Revdex.com,
We have reviewed the rejection for [redacted],
Complaint#[redacted].
Although we understand the customer’s position in this
matter, the customer agreed to our Terms of Service and we provided services as
requested. We have included a copy of our Terms of Service regarding our refund
policy for [redacted] products. The policy clearly states that refunds are
provided within the first 30 days from the purchase date of the services. Our
full Terms of Service for [redacted] products can be found on our website in the [redacted] section under Legal. As a customer accommodation, we have already
processed and issued a refund for $325.00. there are no other refunds due to
this customer.
Thank you,
[redacted]
[redacted]
Web.com

Dear Revdex.com,We have received the complaint for [redacted], # [redacted].Please know that we take customer dissatisfaction very seriously. We have confirmed that the client was charged for a domain renewal after cancelling website services as this product is separate. The agent...

apologized and had the claim for the refund of $37.99 expedited on 1-4-17. The refund was approved and processed the same day as this complaint, 1-5-17. Web.com apologizes for any frustration the client may have experienced and the refund of $37.99 has been processed back to his merchant that was originally charged. Please allow the 7-10 business days for him to see it back within his account. We have also placed the clients email and phone number on file on a Do Not Contact list per his request. Web.com wishes nothing but the best for the client and his business in the future. 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. I see that the refund has been deposited in my new checking account.
Regards,
[redacted]

Hi,
My [redacted] does not end in [redacted].
Regards,
 
[redacted]
 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[redacted] filed a complaint requesting a refund in the amount of $35.00 for the purchase of her domain name.
 
A member of the [redacted] left a voice message and followed up with an email on 11/3/2014.  The Customer was advised that the refund was approved and processed on 11/3/14 and to allow 3-5 business day for the credit to show.  We ask that the Customer contact us directly regarding additional concerns related to this matter.

Dear Revdex.com,   We sincerely apologize for any frustrations the client may have experienced. We have attempted to reach Mr. [redacted] on multiple occasions in regards to complaint # [redacted] via phone and email, but were not able to successfully make contact.   After a...

full review of his account history, we found no records indicating the Mr. [redacted] called in to cancel his mobile site until November of 2017, at which time it was deactivated.   As a customer service gesture we have accommodated Mr. [redacted]’s “desired outcome” outlined in his original complaint; the two most recent charges have been refunded (a total of $29.90), and the client’s authorization codes have been emailed to the address on file. At this point we can confirm that all of the client’s services with Web.com have been cancelled, and no further billing will occur.   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 reviewed the complaint for [redacted], Complaint# [redacted].
 
We have reached out to this customer
via email and phone to discuss and resolve billing and collection issues. We
were unsuccessful in reaching the customer via...

phone but we did receive an
email from him stating the available time he would be available to speak with
us but due to the time difference, we were not available to speak with him at
the time he was available as it was after normal business hours. The account
that the customer no longer wants is now cancelled, the account he does want is
now active and his refund request is being processed. We have sent this
information to the customer via email. Based on the actions taken, we ask that
the Revdex.com consider this matter closed.
 
 
[redacted]
Web.com

[redacted] filed a complaint due to difficulties with the automatic renewal of his domain name and had requested a refund and cancelation.
 
A member of the[redacted] attempted to reach Mr. [redacted] on 10/9 and 10/14  via telephone and email, voice mail was left and...

direct contact information was provided.  We issued the requested refund and completed the cancellation on 10/14 and we ask that the Customer contact us directly regarding additional concerns related to this matter.

Complaint: [redacted]
I am rejecting this response because: The documents & information provided by web.comare  fraudulent & completely incorrect. I attached the correct documents with proof ofpayments & correct dates. Also, please be advised I never had an account with web.com prior to 2017.
Regards,
[redacted]

Although I appreciate the response, I disagree with what was stated. I believe that we had cancelled several times, otherwise I wouldn't have rested until I had in fact cancelled the service. I would like a full refund of all charges associated with my account, especially since our website was never even published. Even though our website was never published, and we cancelled within 1 month of initiating web.com services we received charge after charge after charge.How can you continue to charge someone even though you are not providing any services and you have record of us cancelling numerous times? 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]