Arvixe, LLC

Complaint: ***
I am rejecting this response because: What they stated are partially correct and partially wrongThey have not gave us any notice about this before terminationThe spam attack was because of their low security reasonsWe have noticed our sites stopped working on 1st June and contacted them regarding this on 2nd June through the *** *** *** and they have not at least responded for the message for hoursPlease note that our business is completely online, we have some of the sites which is fully online depended businessFor just a hour of unavailability of our website business costs us many dollarsIt affects our search engine rankings very badlyWe are spending good money to take our website to top of the search engine resultsWhen the site stops working, search engines punishes us and pushes our site's rankings downAfter hours or so, they sent the first notification regarding the spam attack (Please remember the site was already down for at least days since we have noticed)After this, we have contacted them many times telling that we don't need their service anymore but all we wanted was just our files so that we could host them elsewhereBut in or days interval or may be even more than that, they said the regular formal replies like "Thank you for contacting, Sorry for this issue, will be solved soon", etcIt took almost one from for today, they have finally gave us the option to download the filesFor the past one month, all our online business where performed very worse and was very badly affected our businessI can sent you Google Analytics reports and other stuffs regarding this if neededWe have signed up for their account because they have assured us 99.9% uptimeIt's still there on their website and they are fooling their customers by putting wrong testimonials and reviews on their websiteIn fact if you search on other review sites, most of the people on internet is facing the same issue with the same company ArvixeWe have already had many loses because of this company, but we request you to take immediate action about companies like this to make people safe from such poor service providersYou can see what I am telling is correct if you look at online reviews about Arvixe in online forums and sitesMany people are there too much dissatisfied about the companyI am also attaching a link for the same.https://webhostinggeeks.com/user-reviews/arvixe/I request you to take immediate and clean action regarding thisThank you very much for your support
Regards,
*** ***

Greetings,As previously mentioned, after the last request refund in January we asked that Mr*** follows our cancellation procedureWe do ask that customers request the cancellation directly from their billing system so we have record that the customer specifically requested terminationThis is necessary before we process refund requests as we need to be sure the account will be canceledFollowing our last response we still did not receive a request to cancel the package using the steps outlined however we have evaluated the request and although it is outside of our procedures, we have processed the cancellation without Mr*** following the steps requestedWe do not like to do this as it means terminating data without our usual documentation, however it has now been completed and we will be submitting a refund of January's payment shortly

Complaint: ***
I am rejecting this response because: I did not agree with the new terms and conditions of Arvixe's website and therefore was unable to sign in to the websiteThat had been documented in my multiple emails and chats with the Arvixe's representativesTherefore, in purpose to resolve this matter, I authorize Arvixe to terminate all account related internal processes
Regards,
*** ***

To Whom It May Concern,We respond as follows to this complaint.Mr*** contacted us on May 22, to report intermittent host connectivity issues reported by PingdomA technician rebooted the server in an attempt to bring the sites up, which did not alleviate the situationPingdom
reported 99.77% uptime in the period from April 8th to May 21st, 0.13% less than our uptime guarantee of 99.9%Pursuant to the Arvixe Terms of Service, this would qualify for a $account credit based on the reported downtimeThe issue was first escalated the same day in ticket ***.In consideration of the client's experience and the support issues indicated in ticket *** and ***, an account credit for $was provided as a courtesy.On June 27, we contacted Mr*** and left a voicemailWe also updated his ticket to acknowledge of the issue and alert him of the credit provided.Regards,Arvixe Customer Relations

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

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 2015The 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 comply.As 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 public.Please 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,
*** ***

Complaint: ***
I am rejecting this response because:- I am an official point of contact on the account... I am also the point of contact for all technical support on the account- We already have completed their online verification process (see attached). For the past days, Arvixe has simply ignored our response confirming our request for cancellation and for a refund
Regards,
*** ***

Complaint: ***
I am rejecting this response because:They won't cancel the account
They continue to ask me to click links or provide the same information I have already provided I sent them (again) all the emails I have previously sent, with all the "codes" they are asking, and they are continuing to not cancel the account, and to email me asking me to click links I am not clicking any more links Oh, and the website won't even let me log in any longer and tells me my username/password are invalid I am NOT setting this up again, I want the account cancelled now I have wasted my time doing this over and over again, telling them the same thing over and over again, and no one will listen
Regards,
*** ***

We contacted *** *** on 1/15/and supplied him with $via paypalHe seems satisfied with this and
mentioned we had resolved his issues to his satisfactionWe have had no further communication from him since that time but are continuing to watch his tickets

Good Afternoon,On March 14th, 2017, Ms*** did renew her hosting package, which includes a free domain registration for the life of the packageDue to an oversight within the billing system, the domain was set to not automatically renew and the domain did fail to renew on this occasionIt
officially expired on March 14th, 2017, taking her website offlineWe can understand how upsetting this must have been and we sincerely apologize for this oversight.We reviewed the live chat interactions Ms*** had on May 31st, and our agents were correct in stating that if she waited about to more days, then she would have an opportunity to re-register the domain again, once it was released from redemptionWe're happy to report that as of May 6th, 2017, we were able to recover the domain and restore the associated website on her hosting package!We have taken measures to minimize the chances of an incident like this happening againFurthermore, we would like to thank Ms*** for her loyalty to Arvixe by giving her over two months of free hosting, as a one-time courtesy and gesture of goodwillWhile it was possible the domain could have been permanently lost if another party registered it, we are relieved to see that this incident had a more preferable outcome.At this time, our Management team has reached out to Ms*** in ticket ID EIT-931-to inform her of the good news and to offer any additional assistance if neededThat ticket can be used as a direct line of communication with Arvixe management and we encourage her not to hesitate to reply if there is anything else that we can do and we'll be very happy to assist her

Thank you for contacting usFor your records, the details of the ticket are listed belowWhen replying, please make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately Ticket ID: *** Subject: Revdex.com
- You have a New Message from Revdex.com Regarding Complaint #*** Department: Support You can check the status of or update this ticket online at: *** Kind regards, Arvixe Web Hosting

Complaint: ***
I am rejecting this response because:Username: ***Password: ***Email Address associated with arvixe account: ***_____________________Ticket ID: ***Details of ticket:Cannot log into their control panel via either http://cp.globalmagnetics.com nor via http://cp.saffron.arvixe.com Cannot log into their FTP account using FTP softwareCannot process their contact form… it either goes into a non-stop spin, or generates a errorWe are also dealing with multiple email failures on that account.Registered email: ***Password: ***Registered email: ***Password: ***_____________________Ticket ID: #***Registered email: ***Password: ***
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,
*** ***

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 closed my account and Arvixe credited me a partial refundSo from a financial perspective, Arvixe and I are squareHowever, I would add that I would not have needed to close my account and request a refund if Arvixe's support had been satisfactoryAs it turns out, my website and control panel were down for days, from 6/16/to 6/29/16, and during that period, I was unable to get any response to my support tickets other than "it will be fixed at the earliest" or "it has been forwarded to our senior technical staff." See the attachments
Regards,
*** ***

Per *** *** request we granted him a full refund on February 5th totaling $and closed his accountWe have had no further requests since that time but are continuing to watch the support ticket and will assist in the future as needed

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,
*** ***

Greetings,Unfortunately from the last rejection it was not clear if we have been contacted following our recent attempts to reach Mr*** so we've attempted to call once again today but received no answerAt this point to avoid further back and forth we'd like to ask for Mr*** to please update ticket ***with his PayPal e-mail address to allow us a chance to send him the fundsOnce we have that address we will process the refund as quickly as possible

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I would like for them to consider changing their support hours to the way it was with the original managersArvixe at one time had excellent sales/support service I used to have friendly conversations when I had to call themTheir hours of operation now does not make sense for a hosting companyTheir original hours of am to pm, Monday through Sunday was great and when you have a good thing going, it should not be changed or else you will start losing customersThere were a lot of negative feedback on Facebook from upset/angry customersCustomers is their business, please listenI want to stay with Arvixe, just go back to your excellent support and hours of am to pm and speedy answering the telephoneI used to work Human Resources and customer service, I was a supervisor and do know what I am talking aboutI am retired now and want to see Arvixe succeed
Regards,
*** ***

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

We are sorry for the difficulty the customer was having with transferring his domain to Go Daddy There were some issues with our vendor that we were able to get resolved to facilitate the transfer Customer's domain automatically renewed during this process and he was charged for the renewalIn the interest of the customer we refunded that charge and continued the renewal at no charge Customer's domain was successfully transferred to Go Daddy at *** We will continue to work with the customer if he has any further issues or concerns