Arvixe, LLC

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,
*** ***

Complaint: ***
Dear Arvixe,Thank you for the detailed responsePlease understand I needed to get my client sites operational and was unable to do so through your support systemAlso understand my frustration at there being no other means to contact Arvixe.For that reason I contracted with another vendor and rebuilt all of my sitesReally what choice did I have?I've included the transcript from my 3rd chat session regarding the problem.I contacted support a 4th time on 6/to cancel my VPSThey said it must be done through the control panel and that my control panel email was now ***I was then able to submit a cancellation request.So given everything that took place and the many years I've been a customer, would you please credit my AMEX ending in with the months that were remaining.Sincerely,*** ***

First and foremost we would like to take this opportunity to thank Mr*** for bringing these concerns to our attentionWe would also like to apologize for any frustrations experienced in relation to their concerns.Our management team has had the opportunity to further review Mr*** and
through the account ticket history we were able to determine the cancellation of the VPS class pro package was requested to be canceled prior to the actual renewal date but took place after the automated chargeSo at this time we have processed the cancellation of the VPS class pro package and provided a full refund in the amount of $USD.Our management team has also reached out to Mr*** via a ticket to inform them of this refund and to establish a direct line of communication with our management teamWe invite Mr*** to reply back to this ticket that was established with our management team for further discussion or assistance if required

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.">From: *** *** *** Sent: Tuesday, March 29, 3:PMTo: info Subject: Complaint ID # *** has been resolvedThe business has fulfilled their customer service requirement as of 3/28/Can you take care of closing this complaint as resolved? Complaint ID # *** has been resolvedThe business has fulfilled their customer service requirement as of 3/28/ Thanks, ***

While we completely understand the customer's concerns over the fees, he was refunded the money through the payment instrument he used to purchase the account Due to the specific instrument, used, it is the only option to refund If that financial institution charged a fee for applying and concluding the refund he should contact that entity with questions regarding this The fees charged by outside payment institutions are outside the control of Arvixe, LLC

Hello,We respond as follows to this rejection.We appreciate Ms***'s replyFirst, we humbly regret that an old invoice was overlooked and left active after the account was cancelledIt was an oversight on our part and we're deeply sorry for the inconvenience the email notifications were causingLuckily, the invoice amount, oddly, was for $and there was no charge to the credit card on fileNevertheless, we have removed those invoices and no further notifications should be sent to Ms*** from this point onAdditionally, we're happy to report we have removed the credit card from our system to further ensure we do not charge it again.We also wish to apologize for the use of the word "allegedly"We did not mean to imply she was not charged an overdraft fee by her bankWe wholehearted believe that she was and we only used that word because we were not provided any documented evidence of the feeIn retrospect, the word allegedly was not the best choice in this instanceMoving forward, we still would like to urge Ms*** to contact her financial institution and request that they waive the overdraft fees, especially since we have refunded the vary charges that we were informed led to the feesIn our experience, most banks are understanding of such situations and will generally waive the fees.In consideration of all these findings and suggestions, we believe this issue is resolved

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 has experienced issues with her account and communicating with us I have reached out to the customer via internal ticket ID: *** and will follow through to her desired resolution

Good Morning,We were sorry to hear of the trouble moving to a new provider and would like to clarify the situation a bit furtherIn regards to the troubles faced, Mr*** had two types of services with us - domain registrations as well as hosting servicesThe domain names had been pointed to
his hosting services, however we have found that the webmaster then pointed the domains from the hosting service, to the new providerOnce Mr*** hosting services were closed, the sites went down as they were pointed from the hosting service level, rather than on the domain registration levelWe've since updated the domains at the registration level and see that the sites are loading as intended but if we can be of any further assistance, please let us know

Hello,We would like to thank you for the opportunity to review Mr***'s concerns.We have reviewed the related Support Interaction regarding the misinformation related to the DNS settings and have reached out to the assisting agent's direct supervisor so that future occurrences such as this may be providedAdditionally, Mr*** was also contacted and the details surrounding the delays encountered were addressed in their entirety.Mr***'s has since been provided the refunds requested and has been provided with a direct line of contact with our Management Team for any other questions or concerns that may arise.Arvixe would like to thank you once again for the opportunity to address this situation

I have a website that a former customer had me create for them which generates them incomeI used this company for years for all my hosting needsThe last days our site has been down and nobody from the company is picking up the phone, I get sent to a Voicemail that asks for my contact information so they can contact me back and nobody has yet to call meI go to their twitter pages @Arvixe and @Arvixesupport and I see a great amount of people stating the same issues as myselfI notices some have been experiencing the issue for 20+ daysI also notice that the messages the Twitter pages are sending to customers are the same general (Most likely Pre-generated) messagesA simple question as to why nobody is answering the account gets overshadowed by a "What is your ticket number" responseThis issue has cost my customer a great deal of money per day as her website is down and it makes me look bad as the person who went with this company for hosting needs that I can't give her an answer that describes why she is losing moneyThere is no excuse as to why a "Business" does not respond to its customers to at least inform them of any issues that could be causing thisVery upset that I have not been able to speak with customer service in regards to this experience

After reviewing ** *** complaint we investigated the configuration of his mail serverOn March 12th we located an issue with the mail server configuration and applied a fixWe have had no further feedback back from ** *** at this time but are continuing to monitor his support ticket
should the need arise

An email was sent to the customer on November 05, @ 11:AM (Eastern) This email asked for information required to proceed with his account cancellation and refund We have resent this email this morning: November 16, @ 9:AM and await his response Once we have this we will proceed with the requested actions

Complaint: ***
I am rejecting this response because: Part of the reason we were trying to get a hold of them in the first place is that for some reason there are no emails coming from Arvixe to the email that was set up on the filesamuel.***@rochester.edu has not received ANYTHING from ArvixeThe general inbox, Spam folder, and trash have all been checkedWe are requesting a phone callI am unavailable today until 4pm ESTAnything after that, or tomorrow I will be able to answer the phone*** ***
Regards,
*** ***

Good Evening,We were sorry to hear of the unwanted renewal, and would like to ensure this matter is resolved to Ms*** satisfactionAlthough we understand there was an impression that the renewal was not authorized, there was a credit card kept on file which we state will be used for
automatic renewalOur typical policy is that no refunds are to be provided following renewal of the account, however we understand the service is no longer in use and have issued a full refund of the recent renewalWe have also sent confirmation in writing via e-mail of the refund, but if we can be of any further assistance, please do not hesitate to let us know

Greetings,We were very sorry to hear of the delay in replying back to Ms*** ticket and are disappointed she has decided to leave Arvixe after years of serviceAlthough malware issues such as this are very serious to the health of our network, we are keenly aware that our response time was
not anywhere near where it should be and have recently been working on assigning an increased amount of administrators to meet demands and bring wait times down significantly.At this time we have issued a refund for the renewal and if we can be of any further assistance, please let us know

We are truly sorry for any confusion this has caused for our customer The customer transferred his domain to Arvixe on January 5th Domans that are newly registered or have transferred registrars must remain at the new registrar for day before being transferred out This
is per ICANN rules not any policy of Arvixe Domain should be available for transfer on March 6th, and we will assist the customer in any way possible to facilitate this transfer if he desires

We were able to locate ** *** account by doing a database search using the invoice number he providedAfter locating the account we granted ** *** a full refund of his $renewal on March 8thSince that time we have received no further requests for assistance, but are continuing to
monitor ** *** support ticket should the need arise

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 was given a refund, and the domain was inactivated, yet the response says that they are standing firm in denying my requestI am satisfied that I was given a refund and consider this matter closed, but I am confused by the response. I accept that Arvixe may not be intentionally misleading people into renewing domains, but I stand firm in saying that it is not clear how this is doneThe emails that Arvixe was sending me to remind me to renew were being captured as spam by a major email provider and I cannot accept fault for thatI have had many issues with this company in the past, with lack of support and being completely ignored for months at a time, and I may have let my emotions about those past issues direct me in this situation.I am done with this situation and this company
Regards,
*** ***

Greetings,We were sorry to hear of the trouble with the site and have since had a chance to review the related communications in more detailUnfortunately during our reviews of the errors reported our administrative staff was unable to replicate the issues reported, however we have since
followed up with Mr*** and have offered a full refund of the recent renewal if so desired. We hope this helps to meet the requested resolution but if we can be of any further assistance, please let us know