Arvixe, LLC

Good Evening,We are sorry to hear that Mr*** hosting package became compromised which resulted in his cancellation requestLooking back over the logs from his chats, tickets and billing account there does appear to be a discrepancy in Mr*** time line and that of the logs that we
haveWe were not able to find a cancellation request dated May 30th.The first instance of Mr*** requesting cancellation that we were able to identify was in ticket *** with the cancellation request being received at 06/07/9:PMThis ticket was not originally a cancellation and was related to the compromised accountsThe charge for the renewal of Mr*** hosting package completed earlier that day at 06/07/3:AM so his renewal had already been processedLater the next day Mr*** came into our chat support requesting cancellation as wellAs the renewal had already been processed, and the renewal updated to reflect this, when Mr*** cancellation was submitted stating the end of the current renewal cycle as the cancellation date it was set for that date.As Mr*** submitted his cancellation request prior to the actual due date of the invoice we have no problem issuing that refund and have already processed the refund on our endThat refund totaled $USD and may take a few days to reflect upon his financial statementWe have also completed the cancellation of his hosting packageWe do apologize for any inconvenience that this has cause for Mr*** and we thank him for providing us this opportunity to reach an amicable closure to this situation

After receiving *** *** complaint we investigated and found that while he was outside of our usual day refund window he was much closer to the start of his term than the endGiven the issues he had encountered we agreed that granting him a prorated refund was the best for his situationOn
February 12th we sent $directly to MrMathers paypal accountWe have had no further feedback from him since that time and expect the matter to be resolved

We do apologize for the difficulty the customer has faced in generating his back up I have updated the customer via internal ticket ID: *** and provided two different back ups for the customer to download I will continue to follow up with the customer via email to
ensure his desired resolution is met

Greetings,We were sorry to hear of Mr***'s health issues as it was not our intention to cause any physical detrimentHaving said that, during routine monitoring we did find that his web hosting account was storing a very large amount of personal data which is against our terms of serviceWe
provide unlimited data for our web hosting customers, but in exchange, our customers agree to only store data which is actually used in association with the website. At this time we see Mr*** has removed the data in question and have confirmed that full access has been restored to the account, but if we can be of any further assistance, please let us know

Complaint: ***
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,
*** ***

Good Afternoon,First and foremost we would like to extent our apologies for issues and frustrations experienced with our servicesWe would also like to thank *** for bring these concerns to our attention.With all hosting services renewals are automatically invoiced and automatic charges are
attempted before the due date if a valid method of payment is stored on fileServices will continue to renew until said services are requested to be canceled.After further review of ***'s concerns we have found the requested refund amount of $was refunded as of January 18, 2018.Our management team has had the opportunity to reach out through a ticket to discuss these concerns in further detailIf there is anything else *** requires assistance with we invite them to reply back to the ticket that our management team has establish with them

To Whom It May Concern,We respond as follows to this complaint.On October 28, *** *** contacted Arvixe support advising the hosting would be cancelled and moved to a different hostAn Arvixe agent advised the account could be cancelled immediately, and a partial refund for the remaining
time was offeredThe client responded by stating "the issue was resolved" and the Arvixe agent understood that as no further action being necessary.The hosting plan remained active following this contact on October 28,2015, and the client followed up again on April 11, stating their sites and content had been redirected to another hosting provider and requested a refund for the remaining term : April 11,2016-July 24,(months or $@ $per month).*** ***'s representative (*** ***) was informed of our Terms of Service and the refund policy stating service refunds are only offered within days of the account acquisition dateBeing outside this window, an account credit may have been offered upon cancellation, however no cancellation was completed and the hosting services remain active to this dateAs a courtesy, we have honored the partial refund request - however due to the time that had passed a refund would need to be sent via PayPal.On June 27, we contacted the client by phone at *** ***, offering a partial refund from the date of the cancellation request, the client will reply on ticket *** indicating the correct PayPal address for the refund to be applied(the account MUST be cancelled as part of this transaction)This resolution was deemed acceptable by the client's representative.Regards,Arvixe Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will proceed to cancel the account right now
Regards,
*** ***

We do apologize for the miscommunication and understand how frustrating this can be We worked with teh customer in ticket WME-941-and are continuing to work with them to resolve an intermittent issue that presents itself We will continue until it is resolved to the customer's satisfaction

They unresponsible and blood suker hostring company, they steal my moneyI wrote about mail but they still are quiteArvixe.com company changed my blood color, they are terrible and monster people

We contacted *** *** on 1/27/to resolve this issueOur records only showed a single invoice for $We mentioned this to the client who confirmed the
original refund requested of $was in part due to a paypal error which she worked with paypal to resolveAfter receiving confirmation from the client that $was the total amount requested we refunded the full $on 1/29/We have had no further requests from *** since that time and assume the issue to be resolved but are still motoring her support ticket in case she needs anything further

Customer has requested cancellation of his account via internal ticket ID: *** We will be following up with the customer via this communication to reach his desired resolution

In recent months, my websites has been going down frequently and getting a por quality service from Arvixe Despite the fact that they advertise 99.9% availability, it is not true When you call, you get answering machine, and their online chat service response is so timely that you give up Moreover, they have been charging me for a service that I cancelled while back, and are not responding to y refund request

Greetings,We'd like to start by offering our apologies for this frustrating situationUnfortunately following emergency maintenance on Ms***'s server, we encountered an issue which required a restore of her contentAlthough we wished this process had gone smoother, issues arose and we
needed to move the account to a new and more stable serverDuring this process we found there was an issue with a redirect setup on the site that kept it down for longer than we would have wished, however we've since had a chance to ensure all is well with the sites as well as e-mail accountsAlthough we had previously provided months of service free of charge, we have updated the credit on the account to provide the next year of service of chargeWe appreciate Ms***'s patience during this process and if we can be of any further assistance, please let us know

Complaint: ***
I am rejecting this response because: it
does not address all of the problems I have had over the past several months with my domains. Websites have been down almost weekly. It does not even acknowledge that there have been problems. It does not address a refund. I sent a request in to close my account on the 9th and it is only today that anyone has responded. They already charged me for November. I sent at least emails and submitted a ticket requesting help to close the account. I chatted with their staff twice as well. Seamless? Not even close
Regards,
*** ***

Greetings,We'd like to start by offering our apologies for this frustrating situationUnfortunately following emergency maintenance on Ms***'s server, we encountered an issue which required a restore of her contentAlthough we wished this process had gone smoother, issues arose
and we needed to move the account to a new and more stable serverDuring this process we found there was an issue with a redirect setup on the site that kept it down for longer than we would have wished, however we've since had a chance to ensure all is well with the sites as well as e-mail accountsAlthough we had previously provided months of service free of charge, we have updated the credit on the account to provide the next year of service of chargeWe appreciate Ms***'s patience during this process and if we can be of any further assistance, please let us know

Good Evening,For the integrity of our customer, at this time we will decline to comment on the billing status, however we do feel it necessary to mention that the customer signed up using an e-mail address that was eventually hosted on the account in questionThis is against our terms of service as
it means if the hosting/email account is temporarily suspended, the customer is unable to access the e-mail address which receives billing and/or suspension notifications. Typically this is not an issue as we provide our customers will multiple options to validate their ownership of the account, however in this case, our customer did not have the necessary informationWe have temporarily lifted the suspension and believe this matter to be resolved, however if we can be of any additional help, please let us know

To whom it may concern,We respond as follows to this complaint.On February 6th, 2017, Mr*** purchased a hosting package from ArvixeOn February 16th, he crated a ticket stating his website was hacked and with the help of a developer, he was moving on to another hosting providerThis
unfortunately led to one of our agents moving his ticket to the Security ticket queue, instead of our support queue and this caused an unnecessary delayWe deeply regret the inconvenience it caused and can imagine how frustrating the wait times must have beenWe wish to sincerely apologize for this oversight.We reviewed the Live Chat Mr*** conducted on April 11th and we are very sorry for the login issues that he facedSeveral attempts we made to resolve this issue during the chat; furthermore, it concluded without confirmation from either party that a login attempt was successfulHowever, we're happy to see that a formal cancellation request was placed on April 20th!The account was active beyond our day window to allow for a refund of the serviceHowever, since Mr*** made a good faith effort to cancel his account prior to the deadline, we're happy to report we are refunding his hosting fees, in full, as a one-time courtesy and gesture of goodwillWe have gone ahead and refunded him the full payment of his disputed amount, $on April 21st, Please allow the banking institution up to seven business days for the funds to be returned back to the original payment source.At this time, we believe this matter to be resolvedWhile we are very saddened to see Mr*** go, we're still very happy to help him with any other questions or concerns he may have and we encourage him to reach out to us anytime

Revdex.com- complaint ID ***Arvixe has just emailed me twice
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The company provided an expired or invalid EPP code Even though I was never able to use the service the company has not offered a full or partial refundThe damages I have suffered from not being able to use my domain name far exceed the $I paid for the service
Regards,
*** ***