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,
*** ***

Good Evening,We were sorry to hear of the recent trouble, however we've been unable to find any tickets outlining missing content or unresponsive services submitted from the e-mail address providedSimilarly, we have been unable to find any cancellation requests submitted through this account or
e-mail addressIf we could please have the related ticket ticket numbers, we'd certainly appreciate a chance to investigate this matter, as well as the requested refund, in more detail

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 needed
We 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 samehttps://webhostinggeeks.com/user-reviews/arvixe/
I request you to take immediate and clean action regarding thisThank you very much for your support
Regards,
*** ***

Complaint: ***
I am rejecting this response because I requested an actual credit note which their system is quite capable of producing (as indeed every accounting system can) so an email is not suitable
Regards,
* ***

To Whom It May Concern,We respond as follows to this complaint.On September 5th, 2016, Mr*** opened up ticket *** and reported to us that he was missing content on his newly migrated serverOn September 14th, we were able to redo the migration and ensure that all of his content
was transferred properlyOur records show that there was never a true loss of data as we had a complete backup on the old source serverWithout confirmation from Nataragan, notes in the ticket suggest that he pointed his domain to the new server, therefore his site(s) may have temporarily been without some contentHowever, our estimation based on MrNatarajan's reply on September 14th indicates he was without full content for no longer than hoursSo while our terms of service does not allow us to provide any credit for this incident, I'm happy to report we are extending him two months of free hosting as a one-time courtesy and gesture of goodwillWe have extended his package renewal date to reflect this change.We have not hear back from Mr*** yet, confirming that he has all his contentIt is our belief that the issue is fully resolved at this time

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 We have moved to another hosting company, and Arvixe has been helpful in this regard They have also offered me a full refund for my troubles
Regards,
*** ***

I submitted a cancellation request to the billing departmentI never agreed to a subscription or auto-renew policy, and in my months of service with the company (during which I experienced horrible up-time) I always had to manually pay for the serviceAfter I submitted my cancellation request I began receiving automatic debits to my card they had on file and my account was placed on a suspended status, where it was still being charged and was not cancelled as I requestedI had to wait on hold for hours along side my credit card company who was finally able to get it resolved for me

Greetings,We were sorry to hear of the troubles MrMcKinlay has been facing and would like
to address these concerns in more detailIn regards to the compromise on the account, we apologize that the proper access was not provided in order to correct the issue, however we must reject the implication that we somehow allowed the account to become compromisedArvixe has a large amount of security protections in place on all servers to prevent unauthorized access, however, our customers do share in the responsibility of securing their accounts which is agreed to in our terms of service.To clarify further, the majority of compromises we see are due to vulnerable applications or scripts that have been uploaded by the customerTypically the compromise occurs due to these scripts becoming outdated and hackers then exploiting known vulnerabilities in the applicationIn the event of a server becoming compromised outside of the control of the account owner, we would contact that customer outlining the situation in more detailIf Mr*** is interested in us performing a root cause analysis to determine how exactly his script was compromised, we do offer this service for a fee, however the account would need to remain untouched during our investigationIn regards to the charge on the account, we see that the invoice was relating to a domain renewalMr*** concern was not about the amount but rather that there was credit on the account that should have covered thisWe have since refunded the payment and have used the available credit to cover this serviceWe ask that Mr*** please let us know once the malicious files have been removed, or if he would prefer a root cause analysis and we'll be glad to escalate the related ticket

Been a customer for about yearsHave been very good until the last few months in They are having wide spread server issuesBut they don't inform users when this happensThey "might" let you in on it if you go to their website and look for itHave opened tickets with their tech supportTech support is now offshore and is as you expect, pretty awfulResponses from them often doesn't make sense or are the canned response typeUltimately, for almost a week my emails went to email limbo never to be seen againWorse, I don't even know which emails I never receivedTech support's response was to contact those people and tell them to resendMy response "sure, you want to tell me who those people were because I'm not psychic"If you search the web for reviews you'll see the same trend, great reviews early on but awful in Interestingly, arvixe was bought out by a company who apparently according to reviews are notorious for turning hosting services into awful services and bad tech supportI believe it since I experienced it first handTake a look at arvixe support on twitterIts shameful that a business can do thisThey advertise 99.99% up timeThats advertising nowYou would think a hosting service would have some kind of back up plan for down timeI mean its what they do right? Worse they are not interesting in providing any refund during outages

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,
*** ***

This hosting account along with others was created by an individual attempting to commit fraud against Arvixe by abusing our Affiliate program
Our Affiliate program pays a referral bonus to any active client who sends a new client to our order form by means of a special tracking linkThis particular Affiliate setup fictitious accounts over the time frame of a few days in early November They used internet proxies along with their affiliate link and have attempted to collect the referral bonus on each of these ordersOur Affiliate manager caught this and suspended their affiliate accountThis has led to a string of complaints with the Revdex.com all originating from the same individualThey are canceling all of these accounts and demanding refunds on all of them
Our Affiliate TOS available here strictly forbids this***
Some relevant sections :
5.Valid commissiocommission will be paid for sign-ups by you or anyone within your organization; the customer information for which you are receiving a commission must be independent of the referrerArvixe reserves the right to only pay for referrals that are activeActive is defined by clients with a website and domain name pointed to an Arvixe server with user generated/uploaded contentTerminated accounts are not eligible for a commissionCommissions may only be earned per each new client referred through the unique affiliate linkAffiliates also may not advertise on referred clients sitesAcceptable ReferralsYou may not refer yourself or your family members through this affiliate programAffiliate referrals can not be funded/paid by the affiliate themselvesEach payment must come directly from the referred account holder to be eligible for a commissionYou also may not refer customers who will be using the same payment methodFrom our General TOS
Money Back Guarantee: Day money back guarantee will only be offered under our Personal/Reseller (Linux and ASP Plans), Business (Linux and ASP Plans)Refunds will not be given to accounts that have been canceled or suspended due to abuse of our services based on our terms of service and acceptable use policy
We do not consider these complaints to have any merit or even be from valid clientsThese are all coming from a single person who is attempting to defraud ArvixeAny refunds attempted perviously were done so in error

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,We were sorry to hear of the trouble receiving the refund and have been in the process of re-evaluating our refund policy to better meet our customer's expectations in situations such as thisIn the meantime we have provided a refund as requested and have sent e-mail confirmationWe hope
this has resolved the situation but if we can be of any further assistance, please let us know

We are very sorry for the difficulty the customer has experienced Per her request, her account was cancelled and her money refunded on 03/09/12: Due to ICANN regulations her domain was unable to be transferred until it had aged days
Her transfer authorization code was provided and should be able to be transferred without issue as of this date Additionally, her domain, *** was directed to her new hosting provider, Inmotion hosting We will continue to follow up with the client as needed to ensure her transition is as smooth as possible

Complaint: ***
I am rejecting this response because: There was no message attached regarding my complaint nor was a refund issued
Regards,
*** ***

Good Afternoon,We were sorry to hear about the troubles with the SSL certificate and as of week ago have made sure the certificate is functioning as expectedWe've followed up to provide more information on how this issue occurred and have also provided a credit on the account for the troubleWe
hope this helps to resolve the concerns raised but if we can be of any further assistance, please let us know

To Whom It May ConcernWe respond to the complaint as follows.On On June 25, 2016, Mr*** opened up a ticket (UKU-679-87972) inquiring why Domain Privacy was not enabledWe notified him the same day that it was never purchased since the registration of the domain on February 20,
Mr.*** requested to purchase domain privacyOn June 26, we informed Mr.*** that we made an invoice (#4249696) for two years of Domain Privacy and asked him to pay it.On June 27, 2016, Mr.*** replied back stating he already paid for one year and needed us to readjust the invoice to add one more year (not two)It appears that Mr*** purchased one year in our billing system and we were not aware of that.On July 5, we added the second year of Domain Privacy Protection and as a courtesy for the hassle, we waived the additional $fee.We believe that this issue has been resolved at this time.Regards,Arvixe Customer Relations

Despite attempting to contact *** *** after the rejection was submitted we have received no further requests for help from himOur last contact was on 2/24/where we installed his SSL certificate for him at no costHis site is still loading off our servers and has not been moved to godaddy at this timeThe SSL certificate provided appears to be working normallyIf further help is needed we are happy to assist *** ***

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: ***
I am rejecting this response because:we would like a full refund for the premium support going back to the start of the year, which we never received even when we needed itWe paid for, but never received premium support and they should pay us backShould be another $
Regards,
*** ***