Arvixe, LLC

Complaint: [redacted] I am rejecting this response because:No effort was made to retrieve my data at allThey just told me I would get a refund and they were cancelling my hosting accountThey clearly made no effort to keep my business or even resolve my problem I did receive my refund as they stated but lost hundreds of dollars on my project as well as losing my clientRecovering the small portion of money I paid for hosting will not make up for the financial and technical damage ARVIXE caused me They lost a long time customer aservice well as any referral I would ever consider giving Regards, [redacted]

To Whom It May ConcernWe respond to this complaint as follows.Mr. [redacted] contacted our support team via email support on June 20, 2016 requesting to have four A records added to his domain name www.***.org. Unfortunately, we were unable to accomodate his request as quickly as we would have... liked due to server issues.On June 27, 2016 we contacted Mr. [redacted] advising the domain www.***.org has been directed to the correct A record as per their request. We have advised Mr. [redacted] his account would need to be cancelled for any refund or credit to be offered. At this time his account is still active.Regards,Arvixe Customer Relations

Good Evening,We were sorry to hear Mr [redacted] did not wish to renew these domains, however we would like to clarify a few points mentioned in the complaintTo begin, please note that once a domain has been renewed, it cannot be "un-renewed" so to speakHaving said that, we do see that Mr [redacted] disabled auto-renewal of his domains, however this was after the charge had already gone through.In regards to the e-mail notices sent, the notice referenced was not the first notice we sent, and must also point out that each of these notices includes the following disclaimer, "Note: if you have a credit card on file with us, or an active [redacted] agreement, and have set up recurring billing, your domain will NOT expireDon't fret! If you have questions about your account please contact support."As there was an automatic payment method saved on file, the domains were automatically renewedWe apologize for the trouble, however as we did notify Mr [redacted] prior to the renewal, there would be no refund dueMoving forward we see that the domains are no longer set to auto-renew so they will expire and no longer be chargedIf we can provide any further clarification on these points, please let us know

Complaint: I am rejecting this response because: Regards, [redacted] This is not true I have been in contact with this business thought a third party who acted as an intermediary since they knew someone thereThe issue has been fixed as of the 27th they never formally contacted me except for a simple email asking me to re set my passwordI have reached out to them on two other occasions before the 27th and never got a replyThey never acknowledged a problem or issue until they "magicly" fixed itThey have not responded to any of my inquires for compensation during our down timeVery poor customer service on there partThey never acknowledge a problem and I have to go though a third party who happens to work there to get them to fix a problem they caused

Hello ***, We hope this message finds you wellWe work directly with senior management and every department here to ensure the excellence of our customers' experience, it is my goal to address any issues and concerns you may haveWe would first like to apologize if there was a delay in a
response to a support ticket you hadWe do try to respond to every one in a timely manner at times if the queues are higher than at the time one has an active support ticket, it may take a little longer than expected to obtain an update on your support ticketHowever, you can via our live chat available hours a day request a ticket to be escalatedWhen it comes to backups generally the account owner is responsible for their own website and email content and backupsWe do keep a backup, but its a current back up of data thats more recent (eg: from about to days or so depending upon the account services one has), if one is looking to have information from years ago to be kept or backup, it's recommended to use a third party tool such as Outlook or Thunderbird, for example as one can do POP or IMAPWe have online help files always available to everyone to help with steps on how to set it up as wellPOPallows you to download copies of your email messages to your personal computerAny changes you make will NOT be visible to other users or computers accessing the email account since you are only making changes to local copiesConsequently, messages sent, moved or deleted from a computer using POP can only be viewed on that individual computer's foldersPOP is recommended for: Users who prefer to keep a backup of all their messagesUsers who have very limited time to be online but need to read emailsUsers who need to archive permanent copies of their emails (e.gbefore you terminate that email name or its hosting provider)IMAP allows you to read emails as they appear on the hosting serverAll messages and any changes you make (delete, reply, forward, move) are seen by anyone else who logs into webmail or IMAPDepending on program configuration, messages may be temporarily saved for offline viewingIMAP is recommended for: Users who connect to email accounts from many computersUsers with mobile devices with internet access, such as smart phones or tabletsMultiple users who need to access the same email accountUsers who wish to always have their messages, including sent messages and message folders, saved on the server We have escalated your ticket and you should have an updated reply to it very soonJust in case, its always recommended to check your junk or spam folder as mail can at any time route there even if its valid email being sent to you to ensure you do not miss any important emails in generalShould you require any further assistance we are happy to assist, feel free to come into live chat available hours a day for assistance and especially should you require a more immediate response for assistance with anything

Complaint: ***
I am rejecting this response because:
That's complete nonsenseIf ARVIXE was able to deduce who I am from this complaint enough to send me an "internal" email - ARVIXE already has the information that they need to address this complaint
#1) STOP the harassing e-mails demanding further payment from us on an account which we cancelledI am still receiving 3-e-mails a day from ARVIXE (automated I'm sure) inappropriately demanding additional money from us.
#2) Cancel the ARVIXE VPS month to month account and let us know in writing through the Revdex.com that you have done so
#3) Refund the $for the month of DecemberPlus - since I get the impression ARVIXE wants to nickel and dime me - and not refund the full $- allow me to return the favor to ARVIXE: as ARVIXE can tell from our records - our monthly bill was actually $plus $plus $So - I will need a refund on the $monthly charge for December The info ARVIXE needs from me which I have already provided to ARVIXE SIX times through their "internal" e-mail cancellation process is:
User Name* ***
Last* ***
The Revdex.com will block the above info out for public view - this isn't their first rodeoARVIXE has all the information that they need to comply - please stop refusing to do soAs already stated - if you could figure out who I was from this complaint - you already have all of the information that you need in order to complyAs I stated clearly in the original complaint - I am done with dealing directly with ARVIXE. I have already dealt with ARVIXE through "internal" e-mails - I have copies of the SIX times I went through the ARVIXE "internal" cancellation process previously during the month of December - and will happily make those publicPlease address 1-above and lets move on with our livesIt is nonsense that ARVIXE is attempting to protect me - the cutomer - ARVIXE sinmply does not want a public record showing that they refunded the money, cancelled the account, stopped harrassing us via e-mail.
Thank you,
*** ***
Regards,
*** ***

To Whom It May concern,We respond to this rebuttal as follows. Mr***'s account was suspended on June due to malware which has the ability to infect other peopleUnfortunately, he was not notified June We are aware that we should have notified Mr*** on June 2nd and are taking measures to ensure that customers are notified in a quicker time frame when suspended for malware.We understand that Mr*** is frustrated regarding his website being suspendedWe appreciate his feedback regarding the matter.At this time, it appears that the rebuttal he has submitted has nothing to do with action for Arvixe to take.We are more than willing to work with Mr.***We understand that he is expecting 99.9% uptime per the Terms of Service he agreed toWe would also recommend Mr*** read the full terms of service which state "Arvixe reserves the right to suspend network access to any customer if in the judgment of the Arvixe network administrators the customer's server is the source or target of the violation of any of the other terms of the AUP or for any other reason which Arvixe choosesIf inappropriate activity is detected, all accounts of the Customer in question will be deactivated until an investigation is completeWe offer a day money back providing we failed to provide you with the service as outlined for each individual hosting planPrior notification to the Customer is not assuredIn extreme cases, law enforcement will be contacted regarding the activityThe customer will not be credited for the time the customer's machines were suspended."At this time Mr*** is more than welcome to cancel if he would likeWe have offered to provide him a backup of the account (although it could still be infected with malware) or he can clean his site and files so we can restore his service.The responses we continue to receive from Mr*** in the tickets he has created indicate he does not want to resolve the issue just that he is dissatisfied in the service.Regards,Arvixe Customer Relation

Good Evening,We were sorry to hear of the frustrating experience while requesting this refund, but also appreciate the chance to review the experienceWe understand there was impression that a previous change made in the customer's billing system had canceled all renewals, but after review, it
appears renewal was only disabled for the domain registration but not the additional hosting packageAlthough many customers have one of these products but not the other, we'll be evaluating how this might be improved to be more clearWhile we do not currently link cancellation of one product to another, we also understand the refund for hosting was not forthcoming via the support tickets. We currently offer automatic renewal and attempt to charge accounts prior to the renewal date in order to prevent downtime for the customer's website due to potential payment issues, but also in order to provide our customers a chance to make alternative payment arrangementsWe greatly appreciate our customers who setup automatic payment as it it of course also makes collection more assured and easier for the hosting company, and apologize that in this case it caused troubleIn regards to the requested refund, we have found that a refund of the payment was provided by a senior agent, and apologize for the poor experience faced during this requestWe will be reviewing our refund policy further as we certainly do not wish to inconvenience our customers who have entrusted us with their payment information. If we can be of any further assistance with this matter, please do not hesitate to let us know

We contacted *** *** the day we received the Revdex.com case on February 8th and confirmed his desire to cancel and be refundedHis account was removed on the ninth and after some follow up questions we determined *** *** was eligible for a prorated refund totaling $While we were not
obligated to do so we instead provided a full refund of $on February 11th*** *** is currently waiting for these funds to post to his account however we are in contact and will continue to assist him as needed

After a detailed investigation we determined that Mr
***’s email account password were known to attackers who were using them to send spam which resulted in the sending domain being placed into a mail RBLThis causes all emails sent by anyone using that domain to be rejectedWe suggested password updates which have stopped the illicit sending, and have now made some suggestions for Mr*** to help prevent password theftWe have asked if a refund is still desired and will gladly provide it if so and aid with a migration pending Mr***’s reply

Greetings,We have reviewed Mr*** complaint regarding the charges have incurred post-cancellation of your service with ArvixeWe have located the account, and upon our initial review, we are unable to locate the communication from the customer where cancellation of the account was requested
At the time of our review, the hosting package was still active, which is why they were charged recently. We are pleased to report that we have fully canceled the account and refunded invoice *** in the amount of $USD back to the card on fileWe ask that they allow up to business days for the funds to reach the source accountThe customer can confirm the cancellation by logging into their client area [ found here: *** *.Thank you for your time and for the chance to review this account

To Whom It May Concern, We respond as follows to this complaintAbout a year ago, Ms***, signed up with Arvixe web hosting and did get a free domain registration with the purchase of her hosting packageSince the domain was hers for the time, she
had the right to transfer it to another registrar and it appears she has done soWe do see that auto-renew for the domain was turned off, regrettably our billing system went on to charge the $(invoice# *** Domain Privacy Protection fee on September 28th, We're happy to report that this was refunded on October 6th, and we notified Ms*** of the refund the same day in ticket ***Additionally, the hosting package renewal invoice was charged on September 19th for the September 24th semiannual renewal datePer our terms of services, we only accept one formal cancellation method of hosting packagesOur records indicate this was done by Ms*** on September 23rd, 2016, one day before the official semiannual renewalWe're happy to report we refunded the full payment of $(invoice# ***) on September 29th, We believe the funds are either directly back in her account or still in transit as the banks can take between 3-business days to process a refundWe are saddened to hear that her bank may have deducted an overdraft feeIf this is the case, I would like to advise she get with her bank and request the fee be waived, especially since we have refunded the very payments that allegedly caused the overdraftIn our experience, banks generally tend to extend such a courtesy from time to timeHopefully they will do this in light of this particular situationAltogether, we have refunded a grand total of $and we believe the issue to be fully resolved

*** *** also opened complaint background-">Arvixe.com currently makes no referance to the Revdex.com or lists any endorsements from the Revdex.com on our siteWe have no marketing or advertisements which mention the Revdex.com at this timeWe will gladly remove any such comments that we are possibly able to

To Whom It May Concern,We respond as follows to this complaint. Mr*** *** contacted Arvixe.com on April 22, and requested our team troubleshoot an issue with his cgi/python codeAfter a few replies back and forth, one of our Agents was able to determine that there was an unexpected
and unrelated issue.On May 5, it was discovered that an email address under his account was compromised (***@geefter.com), and it was sending out numerous spam messagesAs standard protocol, his account was suspended to stop the sending out of spam emails to protect the integrity of our networkThe ticket was then escalated to our Abuse team on May 6thMr*** stated that he did not create that address and does not use it. On May 16,the abuse team explained how the email address could have been compromisedWe also stated that we would unsuspended his account so he could reset the password or delete the email account himselfAs standard protocol, the minute we sent the reply, the ticket went to an "On-Hold" status which closes the ticket if no response is received in hours.On May 18, Mr.*** replied to the ticket letting us know he was still locked out of his accountThis reply did reopen the ticket; however, minutes later he also replied to the Ticket Survey and the act of doing so then Closed the ticketThis was unfortunate as the this appears to be a glitch in the system and something that directly impacted Mr***.We truly regret this happened and understand that *** had no way of knowing that would would be the result.Mr*** cancelled his account on June 7th in ticket MWE-*** He asked for a refund for invoice *** ($USD)While in the Revdex.com complaint he requested $36, our records indicate he only made a payment of $28.80.On June 27, we submitted a full refund for $which should return to his account within 3-business days.Per our terms of service, we do not offer refunds for accounts that are older than daysHowever, based on Mr ***'s experience we issued a full refund as a gesture of goodwill.Regards,Arvixe Customer Relations

Complaint: ***
I am rejecting this response because: while that was the issue, it took them days to get back to me to tell me they couldn't help meAs a service provider I expected a quicker response time and advice as I do not know about security hacks and just about content editing, which is why we went with the providerI am not satisfied with the service or their response as they expect the content editor to just "know" these thingsNot very customer-friendly if it takes seven days to tell me that
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Customer is more than welcome to recover his domain once the fees are are paid At this point we can proceed no further with this issue until this occurs

Good Evening, We were sorry to hear of the recent unwanted renewals, however we must put out that the email Mr*** referenced does specify that the domains will automatically renew if a valid payment method is kept on file. Unfortunately these domain renewals are final once
processed, however customers can request cancellation of the auto renewal ahead of time if the domain is no longer needed. If we can provide any further detail on this matter, please let us know

Arvixe Revdex.com Complaint # *** (Originally filed 5/18/2016) Good Afternoon, To begin, we'd like to offer our apologies for the significant delay in addressing this complaintArvixe has gone through a change in management and apologize that this complaint was not addressed during
the transition. We understand Mr*** had concerns regarding downtime that occurredAfter review, we have found that the trouble was due to the servers and data being migrated to more powerful hardware and newer serversWe deeply regret the trouble this caused as our intention was to improve performance and apologize for the inconveniences faced. We have also found that the account cancellation request was completed and the last payment made was refunded via PayPal in as requested. Again, please accept our sincerest apologies on behalf of Arvixe for the issues experienced and we do hope Mr*** will consider Arvixe again in the future

Good Evening,We were sorry to see there was trouble with the issuing of the related credit and appreciate