Arvixe, LLC

Complaint: [redacted] I am rejecting this response because: Yes, the company did everything it said - and then promptly doubled the cost of my next period of support Apparently, I am being punished for their oversight This did resolve the issue they created but then they are charging me for it at the next renew period That really didn't help at all Regards, [redacted] - [redacted]

I am sorry for the confusion That ticket was not related to this customer We are communicating through internal ticket ID: [redacted] We will continue to work with the customer until all outstanding issues are resolved

We contacted [redacted] and provided him with a full refund of his most recent renewal totaling $on March 8th, We have had no further requests from him at this time but are continuing to monitor his support ticket should further assistance be required

Greetings,We were sorry to hear of the recent issues and have opened an investigation with our system administrators to evaluate the downtime reportedWe will be following up with Mr [redacted] tomorrow and will be crediting the account as per our uptime guarantee should the reported downtime be validated.We look forward to getting to the bottom of this situation with Mr [redacted] and expect an update to be sent tomorrow once the investigation is complete

Good Evening,We were sorry to hear of the troubles during the downgrade process and have assigned a member of our customer service management to work directly with Mr [redacted] on any remaining issuesWe have also approved a refund for the related packages for any unused time.We have established a direct line of communication between Mr [redacted] and our management team to help escalate any further troubles and to arrange the refunds as the payments are now too old to directly reverseIf we can be of any additional assistance with this matter, please let us know and we'll be happy to help

I sincerely apologize for any inconvenience regarding your account and renewalsWe absolutely understand the frustration surrounding any unexpected or duplicate chargesWe have looked into your account, and we do show that you were setup for credit card payments which are automatically recurring under our systemAdditionally, we show two payments were made in March but for two separate billing cycles, so they were actually not duplicate; Invoice # [redacted] was paid quite late in early March, and Invoice # [redacted] was paid in late March per our standard billing scheduleIf you feel there were other specific invoices that you'd like us to look into regarding duplicate payments or errant charges, please do let us know the specific invoice numbers so we can investigate further To help ensure customers are aware of invoice payments coming due, we also send notifications priorOur logs do show we sent the following emails to you regarding your invoices and their payments since the beginning of the year: 04/27/10:Credit Card Payment Confirmation 04/18/00:Customer Invoice 03/29/03:Credit Card Payment Confirmation 03/21/05:Customer Invoice 03/11/08:Credit Card Payment Confirmation 03/07/01:Second Invoice Overdue Notice 02/17/00:Customer Invoice 01/27/04:Credit Card Payment Confirmation 01/19/00:Customer Invoice The Customer Invoice notifications make sure to indicate that your payment method was Credit Card, and also included this message to ensure you're aware of upcoming automated payments: "Payment will be taken automatically from your credit card on record with us." As mentioned above, when a payment method is selected as credit card, the payments are automated unless a cancellation request is submitted for the hosting package or if the credit card information is removed from the accountUnfortunately, I don't show that we received communication regarding either of these, and as such no refund is due

To whom it may concern,We respond as follows to this complaint.On March 31st, 2017, Ms [redacted] conducted two Live Chats with Arvixe concerning the renewal and transfer of her two domains, [redacted] and willowanimalhospital.comShe informed us of how she made six attempts to retrieve the EPP Transfer Authorization Key for [redacted] While we are currently unable to find any record of these requests and would need additional information investigate further, we are happy to report we are skipping an investigation and taking Ms [redacted] word in good faith.On April 11th, 2017, we submitted a refund, as she request, in the amount of $for the domain renewal fee of [redacted] We please ask for roughly three to seven day for the funds to made available back to her original payment source, by her bankWhile ICANN regulations deem it impossible to reverse a recent domain renewal, we are still happy to provide this refund and take on the expense at our own volition, as a gesture of goodwill and a show of appreciation of her loyalty to Arvixe for the past two years.After reviewing the Live Chat interactions, we can see opportunities for improvement by our staff that handled these chats and we'll have these fully reviewed by management to help make Live Support better for all our customersWe sincerely apologize to Ms [redacted] for the inconvenience she experiencedWe can understand how frustrating an ordeal like this can be.Lastly, we would like to inform Ms [redacted] of an opportunity to gain an extra year added to the domain expiration date, if she would postpone transferring the domain for days from the last renewalSo if she waited until roughly around June 20th, 2017, she would quality for a perk that is in ordinance with ICANN regulations, which allows the receiving registrar to allow an additional year to the domains expiration at no additional fee, besides any domain transfer fee, if imposedTo illustrate this further, currently, the domain expiration date of [redacted] is set for March 29th, If the domain is transferred before June 20th, then that expiration date will remain the sameHowever, Ms [redacted] can wait until about June 20th to initiate a domain transfer, then the expiration of the domain would change to March 29th, While we can't decide on behalf of MsLarson, we wanted her to be aware of this information.At this time, we believe we have done everything within our capabilities to facilitate a successful domain transferFurthermore, we're happy to assist Ms [redacted] in any way possible and please encourage her to contact us any time

Good Evening,Thank you for allowing us the time to review and address all of Mr [redacted] concerns.We have reviewed Mr [redacted] account and while we did invoice Mr [redacted] for the amount $USD on 10/15/17, a payment was not received and the invoice was cancelled as well as the package It is very likely Mr [redacted] had received the invoice and felt he was charged for the amount but again a payment was never received as the customer's credit card was removed from the account in 2016.Again, thank you for allowing us the time to address this matter

Complaint: [redacted] I am rejecting this response because: The issue has only partially been resolvedAssistance was initially requested several months ago, not on Feb 9th as statedI had requested a new SSL certificate for the hydrapuffvapes.com domainEvery time I contacted Arvixe, I was told that it would be installed within a day or twoI would wait weeks with no sign of progress, then contact them againThis happened at least five time, probably closer to ten! I've now been forced to pay $to Godaddy for a hosting package which includes all of the things I require for my websiteI'll have to pay them a further $to move my website to their hosting spaceI am extremely dissatisfied with Arvixe and I will be sure to make my story heard loud and clear across the web! Regards, [redacted]

Good Morning,We appreciate the chance to review this situation and apologize for the back and forth while the full scope of the issue was worked outAfter investigation we did find that the account was behind by a few months and offer our apologies for the trouble while this was worked out We've since had a chance to work with [redacted] directly to resolve all issues but if we can be of any further assistance, please let us know and we'll be glad to help

[redacted] requested help with the renewal of his SSL certificate on February 9thThe process of renewing an SSL certificate requires a verification email be sent to a special address under his domain [redacted] did not have this email address set up and therefore was unable to receive the email for his SSL certificate despite several attemptsAfter expressing his desire to cancel we simply created the email account for [redacted] and refunded his SSL paymentWe then provided him with a free SSL certificate which is now set up on his domain and working properlyWe have received no for the replies from [redacted] at this time but we are continuing to watch his support ticket in the event that further assistance is needed

Complaint: I am rejecting this response because:The company has told me that that my hard drive of 200gb is full when my website is not even 1gbThis is the reason they say my server is not working properly If the hard drive is full then it is because of some error on company side as my site can hardly take that much spaceFirst they gave reboot saying my server was stuck and then this disk space reasonI have even agreed to buy the extra diskspace to make it work despite knowing the issue is probably not this but the company has not responded back for three daysThe company responded quickly on Monday when they got complaint but have been slow to follow upThe last few days no response while on Monday and Tuesday it still took hoursI have enclose our chat since 19th NovemberThe company have said sorry for the delay and they under my frustration and have agreed to sort it out but are not doing much at the momentIf there is big problem at least me know and say honestly it will take this long rather than go about this way 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 appears my situation has been taken care ofPlease see the email below from [redacted] Hello Lee, After receiving your Revdex.com complaint, I have gone through your account to ensure that everything was canceled out, and you were removed from the mailing listsEverything is canceled out, and I see that you have disabled auto renew on your domain, to keep it from renewingI also verified that you were removed from the mailing listsThe only emails you might receive will be for your domain expiring, these come from the registrar, and we can not stop them from coming inThey will stop after your domain expires on 10/05/16.I also noticed that there were some credit card details stored in your account, so I went ahead and removed those from the system for youPlease let us know if there is anything else that we can help you out with, and we will be happy to take a look at it for you.Regards, [redacted] *ArvixeCustomer Service Manager Regards, [redacted]

Revdex.com: On July 1st (days after I filed my complaint with Revdex.com) I received a notice from Arvixe that they had approved a refund of $However, they said that since the original transaction was over days their system would not allow them to “perform a refund” on my credit card that it would have to go to my PayPal accountI gave them my PayPal email and was refunded $after PayPal feesI am accepting this amountI figure something is better than nothingI would like to thank the Revdex.com for allowing consumers to file complaints against businesses like thisI believe had I not filed this complaint, I would have not received anythingPlease close my complaintIf you need any further information from me, please let me know 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 meIt appears my situation has been taken care ofPlease see the email below from [redacted] Hello Lee, After receiving your Revdex.com complaint, I have gone through your account to ensure that everything was canceled out, and you were removed from the mailing listsEverything is canceled out, and I see that you have disabled auto renew on your domain, to keep it from renewingI also verified that you were removed from the mailing listsThe only emails you might receive will be for your domain expiring, these come from the registrar, and we can not stop them from coming inThey will stop after your domain expires on 10/05/16.I also noticed that there were some credit card details stored in your account, so I went ahead and removed those from the system for youPlease let us know if there is anything else that we can help you out with, and we will be happy to take a look at it for you.Regards, [redacted] *ArvixeCustomer Service Manager Regards, [redacted]

This hosting account along with others was created by an individual attempting to commit fraud against Arvixe by abusing our Affiliate program Our Affiliate program pays a referral bonus to any active client who sends a new client to our order form by means of a special tracking linkThis particular Affiliate setup fictitious accounts over the time frame of a few days in early November They used internet proxies along with their affiliate link and have attempted to collect the referral bonus on each of these ordersOur Affiliate manager caught this and suspended their affiliate accountThis has led to a string of complaints with the Revdex.com all originating from the same individualThey are canceling all of these accounts and demanding refunds on all of them Our Affiliate TOS available here strictly forbids this https://affiliates.arvixe.com/tos.php Some relevant sections : 5.Valid commissiocommission will be paid for sign-ups by you or anyone within your organization; the customer information for which you are receiving a commission must be independent of the referrerArvixe reserves the right to only pay for referrals that are activeActive is defined by clients with a website and domain name pointed to an Arvixe server with user generated/uploaded contentTerminated accounts are not eligible for a commissionCommissions may only be earned per each new client referred through the unique affiliate linkAffiliates also may not advertise on referred clients sitesAcceptable ReferralsYou may not refer yourself or your family members through this affiliate programAffiliate referrals can not be funded/paid by the affiliate themselvesEach payment must come directly from the referred account holder to be eligible for a commissionYou also may not refer customers who will be using the same payment methodFrom our General TOS Money Back Guarantee: Day money back guarantee will only be offered under our Personal/Reseller (Linux and ASP Plans), Business (Linux and ASP Plans)Refunds will not be given to accounts that have been canceled or suspended due to abuse of our services based on our terms of service and acceptable use policy We do not consider these complaints to have any merit or even be from valid clientsThese are all coming from a single person who is attempting to defraud Arvixe The following complaints are all related

Arvixe is a web hosting companyMy main business web site has been down for days because of Arvixe's serversI have submitted multiple support tickets and called many timesThe people that answer the phone can only review what the status is of a ticket they sayThere is no way to contact anyone except the people that answer saying the ticket shows it is being worked onThey are still charging me money yet my site is still downThere is no billing dept to callIn my opinion Arvixe has the worst customer service and the worst hosting service everBusinesses like Arvixe should not continue to be in business

Greetings,We apologize for the trouble here and to provide more information - we recently encountered an issue on the related server which required we migrate all customers to a new and more reliable serverUnfortunately as part of this migration, our customers who were not using the standard Arvixe nameservers would have needed to update their DNS records to point to the new IP addressWe apologize if this information had not yet been provided to Francis and have made sure to follow up to provide more detailWe have also previously credited the account for three months of service to help compensate for the trouble.We hope this helps to fully resolve the issues but if we can be of any further assistance, please let us know

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and am now satisfied as I have received a refund The relevant Arvixe ticket numbers are: [redacted] Regards, Peter Curtis

We have communicated with the client via internal ticket ID: [redacted] - Client's data was lost due to a catastrophic hardware failure on the server his account was hosted on This failure was beyond the control of Arvixe and was corrected as soon as possible Unfortunately, much of the data on the server was lost and unrecoverable Customer was offered compensation for the difficulty and we are currently awaiting reply