Arvixe, LLC

Complaint:
I am rejecting this response because:
Regards,
*** *** 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

Good Evening,We were very sorry to hear of Mr*** trouble with e-mail deliverability and have had a chance to investigate furtherAfter review, regrettably we have found that Mr*** was experiencing issues with our mail fitlering system which is unfortunate as this technology is meant to
improve service, rather than degrade itAlthough we see that Mr*** has since confirmed that our corrections have resolved the issue, we regret to see that Mr*** appears to have moved to a new providerWe've followed up offering compensation for the trouble if Mr*** has any intention of continuing to use his service for his other domains, but we have also offered a full refund of the recent renewal should he chose to cancel the account.If we can provide any additional information or assistance with this complaint, please let us know

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mewould like to state that a key element missed in this is the fact that the emails originally had ceased after cancellationThey only began again months agoAlso in the response it was stated that I did not respond to the additional requested informationI in fact did respond as per the directions I was given in the email sentAfter sending the information the ticket was then closed
I saw the response a few days ago from the support teamI have waited a few days to see if the emails have truly stopped and it looks as though the issue is now fixed
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Thank you for your replyThe secret to a successful business is to create an area of trust between the customer and the business owner and his companyBeing on a business server, we were expecting that we would receive appropriate support when there are problems with the server, mails or whatever comes with the product that we've paid for
The most disappointing thing for us is that we were pretty much ignored by Arvixe's staff when we contacted them to find out how long it would take to fix the issues with the server our website was onInstead, we were told that the issues would be fixed at the earliest - and after days of constant downtime still nobody gave us any appropriate answer on when the server would be back online
That led us to migrate our website to another server run by a different company
No business and especially ours can afford it's service being interrupted for an indefinite amount of time!! It was the duty of Arvixe to take appropriate measures to avoid the downtime of four days in totalArvixe could have offered to point our website to a different server in the meantime, if they were unsure about how long it will take to fix the non- working serverInstead, they did nothing at all! No information, no direct measures, they made it very clear and obvious that they didn't care about us as their customer at all
We have lost our trust and faith in Arvixe's business plans completely! We've moved our website and data to a new server and we would like this matter to be solved by Arvixe refunding us the fees that we've paid until October We also expect that Arvixe refunds us the credit for three months service as they suggested and we also expect the refund of the credits that we collected under their discount programsThe refund should be paid to the credit card that connects to the account
In detail the refund is broken down as follows:
months refund for downtime in USD
month refund for prepaid business account USD
Discounts collected under the discount program: USD
Total of 222,USD
Our business plan account can be cancelled with immediate effect as we've migrated all our data alreadyWe are willing to keep our account that is run under the personal plan, but if that should be an obstacle to refund us our money we can move our data hosted that is there as well
Kindest regards
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 except for the PayPal arrangementI do not have a PayPal accountA check or postal money order is acceptable to meMy address is *** *** *** *** *** ***
*** ***
Regards,
*** ***

We communicated with the customer via internal ticket ID: *** to facilitate the transfer of his domain to Domain.com This has been completed per[Querying whois.verisign-grs.com][Redirected to
whois.domain.com][Querying whois.domain.com][whois.domain.com]Domain Name: ***
If the customer requires any further assistance he is encouraged to respond to the ticket mentioned above

Communication with *** *** occurred in our support ticket ID ***That ticket was updated on January 27th where we discussed the problem and provided a fixThis was directly related to the Revdex.com complaint, no other influence existed The reply sent on the 27th :-----------------------------Hi ***, I have located a problem with your account and corrected it for you nowI have sent a new password out to this email addressUsing that information you should be able to login here :***And submit payment for your account renewalLet me know if you need any further help in doing this-----------------------------------There were no further replies to that ticketAfter getting *** *** rejection we again attempted to contact him and offer assistanceThe reply sent on February ninth is as follows -----------------------------------Hi ***, I have just read your reply to your Revdex.com complaint and want to do what I can to help youAfter sending you my last reply I have received no additional feedback from you nor do I see any other support requests matching this email address so I am unsure how to address your statementsI am the person who corrected your issue and I have not been contacted by anyone other than the Revdex.comPlease let me know what I can do to help you further------------------------------------Again no feedback was receivedWe are happy to continue to assist *** *** and continue to watch the above mentioned support ticket for any help that he may need

We received *** *** request for assistance in renewing his accountWe have recently migrated to a new billing system which has led to some clients needing help in learning the usage of our new systemWe located and corrected a typo in *** *** contact details and helped him to to
login to his account and submit a renewal payment as requestedWe have not had any further contact since January 27th and assume this matter has been resolved

Greetings,Thanks for getting back in touch with us.After review of the matter we see that the issue was reported in May of 2015, however we have record that the issue was resolved in June of the same yearWe have also found that in September of 2015, Ms*** was offered credit on the account for the remaining months of service due to the trouble, but we did not receive a response backAt this time we see that an agent has recently provided an additional year of domain registration free of charge, and we would be glad to also offer a refund of the months previously offered as well as the months the issue was occurring, bringing our offer to months refunded and an extra year on the domain.Should Ms*** wish to accept, we ask that she please confirm her PayPal e-mail address or physical mailing address and we'll be glad to either send an immediate PayPal payment or mail a check

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
After I mentioned that I had submitted my claim, they instantly took care of meIt’s a shame that it had to come to this, but thank you for the help.Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Complaint ID: ***The company in question ARVIXE LLC has charged my *** account on January 11th, which is before the deadline of January 16th, 2017The account was only supposed to be opened for that time for me to remove my data and transfer domains, as per the agreement the Revdex.com help strikeI was to have until January 16, and at that time I was to ask for a formal closing of the account as seen in the communications between us on your websiteThe specific area is below.I agreed to these terms and never at any time agreed to anything after January 16th, I never agreed to pay for more service on January 11, I never signed a new terms of service like I would have if I went to their site and opened the account since the Revdex.com was the mediator and no account agreement about this was madeThis being said, the closing of my account was an official termination of all agreed upon terms, set fourth in our original agreement nearly a decade ago.While writing this, I made contact with the ARVIXE sales department to address the issueThey stated the communication between the Revdex.com and the two parties in question, never took placeI reported this to your offices and was asked to send this email to re-open the case."After review of the payment issue, we have not found that this was previously brought to our attention, however we would have worked with Mr*** to ensure he had access to the account and could make a payment successfullyThe missed payment caused the account to be suspended for non-paymentWe have canceled the pending invoice and unsuspended the account at this timeThe new due date for the hosting package is January 16th, The client should have full access to the account at this timeShould the client still wish to move services to another hosting company we would respectfully request a formal cancellation of the account in the client area***
Regards,
*** ***

To Whom It May Concern,We respond as follows to this complaint.On June 3, Mr*** *** requested a cancellation of his hosting package in ticket ***He requested a refund for the remaining time left on his billing cycle, plus a refund for an additional payment he had
made (upon his own will) to extend his hosting package an additional year. While our terms of service do state we do not offer refunds for accounts older than days, as a gesture of goodwill, we issued a refund to Mr*** on June 14, in the amount of $64.80, as he requested.We believe that this issue has been resolved at this time.Regards,Arvixe Customer Relations

On January 9th *** *** contacted us regarding some difficulties he was having in sending emailUpon investigation we were able to correct that problem on the same day
There were continued issues however with the speed at which *** *** was able to send and receive emailThrough continued troubleshooting we determined the large size of his mailbox was contributing to the slow downsAs of January 19th *** *** has confirmed with us that he has seen a performance improvement after archiving some mail and we have made additional suggestions on how he can improve performance furtherWe are continuing to work with *** *** at this time in the event he needs further help

Good Afternoon,We sincerely apologize for any troublesome experience encountered regarding your account and domain as well as the delays encountered with your service ticketTo provide further information, the domain name is included free with the Hosting Package Type that you had selectedAs the
domain was included free of cost, there was no invoice generated for the domain which explains why none was available within the billing systemRegrettably we have found that auto-renewal was disabled which led to the expiration, however we have since renewed the domain and ensured that it is now active.Typically there would be a charge for transferring away a domain as these are only free when kept with us for the duration of the hosting package, however we have waived this cost and unlocked the domain to allow the transferWe have followed up via e-mail with this information but if we can be of any further assistance, please let us know and we'll be glad to help

Good Evening,Thank you for allowing us to review and address Mr***' concerns.Our Administrators had detected malware within the customer's website which required our Administrators to take the necessary action, which was to restrict most access to the customer's siteThe customer is still
granted access to his or her content via the cPanel File Manager, FTP, and SSH to remove the malicious contentOur Administrators informed Mr*** of this information however if Mr*** was unable to gain access does not appear he had informed our Administrators of this issue.Within the email informing Mr*** of the malicious content our Administrators did not insinuate that Mr*** had installed or intentionally host the malicious content, only that it was presentOur Administrators did inform Mr*** that he will need to take measures to ensure his websites are secure, such as ensuring his content is always up to date as outdated content allows vulnerabilities.We greatly appreciate the opportunity to discuss this matter and clear up the confusion that has occurred

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
Hello, I am contacting you to inform the Revdex.com that the business who I filed a complaint against (ID
#***), Arvixe LLC, fulfilled the desired outcome/settlement as was stated in the complaintThey did so by: * Restoring my services by removing DENY codes from .htaccess * Crediting me greater than the disputed amount * Responding to my support tickets * Having management contact me I am happy to state that the dispute has been resolvedThank you
Regards, *** ** *** Complaint ID: ***

Good Evening,We were sorry to hear Mr*** did not hear back from our billing department on his questions, however we've attempted to locate any inquries from the e-mail addresses provided but we were unable to locate the ticket in questionAlthough our customers have the ability to
submit a cancellation request at any time, and also have the ability to remove their billing information to prevent automatic renewals, we see that Mr*** made a good faith effort to cancel his account prior to his renewal date and have therefore provided a full refund.We have followed up with Mr*** to confirm the account was canceled and to confirm the refund has been sent, but if we can be of any further assistance, please let us know

The account was cancelled on November 23, @ 2:PM via internal ticket ID: *** per the customer's request .A refund provided at that time We wish the customer the best in their future web hosting plans and endeavors

To Whom It May Concern,We appreciate the chance to review these concerns and after investigation, we've found that on June 11th, Mr*** was invoiced (#***) his standard monthly renewal for his hosting package that he currently has active with usIt was auto charged to the credit card he
previously provided on file, on June 21stThen on July 11, another monthly invoice (#***) was generated for the same hosting package, and then on July 26th, it was auto-charged to the credit card that was still on file.At this time and per our terms of service, the only way to disable "auto-renew" on a hosting package with Arvixe is by manually removing the credit card on file or cancelling the hosting packageThe ability to manually disable auto-renew on a hosting package was discontinued around January when Arvixe changed billing systems.As a gesture of goodwill, we are happy to refund the most recent invoice paid, ***, in the amount of $6.30, as Mr*** has requestedHowever, we please need Mr*** to cancel the account firstHe can do so by following the instructions we have provided in tickets *** and ***.We look forward to resolving this issue with Mr*** and we await his reply

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,
*** ***