Arvixe, LLC

Good Evening,We were sorry to hear of the trouble reaching the site as this is not common for a specific region to have such issues reaching a specific IP addressFollowing Mr*** update with a traceroute, we were able to determine that the issue did appear to be related to a specific IP
address and have since assigned a new address to the serverWhile this appears to have resolved the issue, we understand the concern is related to the response time on the ticket.We're of course in agreement that the response time here was not what we like to see on our support tickets and offer our apologies for the delay between January 21st and February 6thWe are constantly working to improve our response times and appreciate Mr*** patience while we worked through our support tickets in the order they were received.Although we believe the issue to be resolved at this time, we will be monitoring for any future reports and have escalated the ticket to a customer service manager to keep an eye on in case of any additional troubleWe'll also be providing free hosting for the related time frame in appreciation for his patienceIf we can be of any further 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 me At this time I am analyzing the backup provided by ARVIXE If the backup is not complete, can I re-open this case?
Regards,
*** ***

We have reached out to the customer on internal ticket ID: *** We will work with the customer to come to a resolution for the issues he is facing and will continue to assist as needed

Complaint: ***
I am rejecting this response because same they said since months and they keep me hold for month and didn't clear things just wasting time saying we are working to resolve the issueAnyhow if they can't recover data then they should pay amount that I lost due to themI spent more then 800$ but 800$ is minimum they have to give me claim, as I spent months of working on my sites and paid services for SEO, SEM and content writing also paid for theme(template) and its designing. Most of all they lost and waste all of my hard work and earning source since then I am free earned nothing and lost my hard work and investment
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

We have communicated with the customer via internal ticket ID: RXN-646- While we appreciate the frustration this has caused the customer, however our policies as outlined in our Terms of Service (http://arvixe.com/tos.php) were adhered to The customer agreed to these
Terms of Service as part of his registration and purchase agreement.In the matter of Free Domains, our Terms of Service clearly state:Free Domain Registration/Transfers: Arvixe offers free domain registration or transfer as a courtesy to our customersDomains registered through this policy are the property of ArvixeHowever, as long as the free domain has not expired, and the hosting account it is associated with has had all outstanding payments paid for, the customer has the right to transfer the domain name away to their choice of providerArvixe guarantees this right.Upon cancellation of the customers agreement, the domain is offered at the market value of $9.95, our standard pricing.Customer filed a charge back with his payment instrument causing a monetary liability to be incurred by Arvixe The Terms of Service clearly outline the cause and effect of this action:Payments and Fees: Service will be interrupted on accounts that reach days past dueService interrupted for nonpayment is subject to a $reconnect charge (individual hosting accounts)Accounts not paid by due date are subject to a $late feeAccounts that are not collectable by Arvixe may be turned over to an outside collection agency for collectionIf your account is turned over for collection, you agree to pay the company a "Processing and Collection" Fee of not less than $nor more than $If you desire to cancel your account, please follow the proper procedure to do this as outlined in this TOSIf a canceled account is reinstated and requires a restore from backups, a $fee will applyAny credit card chargebacks placed on payments made to Arvixe will incur a $penalty

Good Evening,We appreciate Mr*** patience here as it appears the initial agent reviewing the request overlooked the recent renewalOn the following reply made to Mr*** on the same day this complaint was filed, our agent correct the error and refunded Mr*** payment in
full.We hope this has resolved the related concern but if we can be of further assistance, 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 me
However, 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 telephone.I 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:I will follow up with Arvixe and gladly accept the refundHowever I categorically reject their contention that I have not been responsive to themI have spoken with their agents twice by phone about getting this refund, both times being told they were considering itArvixe is the one that has been unresponsive
Regards,
*** ***

Complaint: ***
I am rejecting this response because:This is not how this situation unfolded and I never received a response like the one they provided hereI never authorized renewal in the first place and they were not authorized to charge my credit cardI am extremely dissatisfied with this business and believe they are not honestI do demand a full refund, but do not accept their response as a legitimate representation of what has transpired over the past 5+ monthsI have heard so many responses and have been transferred through so many channels that I have no faith in this companyI will also not drop this matter until this company has actually refunded my money, which by the way, despite their response to the Revdex.com, they have not done though I have provided them multiple times with the information they requested to issue the refund
Regards,
*** ***

After receiving *** complaint we worked with him to aid in using our web builder to publish his siteThe Method being used to login to our control panel appeared to be
causing the publishing errorsAfter showing *** *** how to utilize the builder on February 4th for publishing we have not had any further correspondences from himFor good measure we sent a follow up request on February 11th but also received no replyWe are continuing to monitor *** *** support ticket in the event that he needs further help

Complaint: ***
I am rejecting this response because: When I went to the bank and spoke with *** *** he looked up my business account which closed on 5/29/ He also made a copy of my last bank statement to show this was my last statement He said if the bank received anything from September 29, through October it would have showed on my last statement which you will see in the enclosed documents there is no such proof of money accepted as it was never sent As you will see both documents are dated today and the statement show the date in lower right hand cornerHe also stated that the ARN number shown below should also show the transaction history I have seen no proof from Arvixe LLC that my former bank accepted this transaction My purchase was made with my debit card which does not exist and he said that would have been refused right away as again the card was cancelled on May 29, I also gave you my new credit card information on my account with you but you deleted my information and only exist in your support ticket area which again is not resolved and now it's their / Arvixe LLC to show Revdex.com Online that this transaction has taken place and was accepted by my bank Thank you for your involvement Revdex.com Online this is issue is not resolved and they are continually dragging their feet on this issue. Here is the response I got from ***: ***,I've reached out to our processor to confirm that these refunds have not been returned to usThey have confirmed we see the refund processed on September 29th and the refund is showing as processed successfullyAt this point, they advised that we could provide you with the ARN number for the transactionYou will need to take this number to your bank to find where the refund was processedThe ARN number for your records is: ***Please let me know if we can be of further assistance.Thanks,*** **Billing ManagerPocket Calculator OperatorArvixe Web Hosting
Regards,
*** ***

We have been in contact with *** *** and are assisting him with all his requestsOn February we supplied him with a full backupWe have since provided a new, empty hosting account on one of our newest serversWe have offered assistance in migrating data but no help has been requested at this
timeCurrently the support ticket is awaiting *** *** reply and we are monitoring his issue to continue assisting as needed

To Whom It May ConcernWe respond to this complaint as follows.We have been unable to locate Mr*** ***'s contacts into support regarding the issue.On June 28, we reached out to Mr*** regarding his experience and found that five of his sites are working properlyWe did
locate one domain name, www.***.com that is displaying a error and are working to resolve the issue.At the moment we are working to resolve this matter internally with Mr***.Regards,Arvixe Customer Relations

Complaint: ***
I am rejecting this response because:I didn't receive the refundment yet today
Regards,
*** ***

Greetings, We are sorry to hear of the decision to cancel and have since ensured the account has been fully canceled and the recent renewal cost refunded in fullUnfortunately we would be unable to provide compensation for partnerships made between our clients and third parties, but if we can provide any further assistance with the refund, please let us know and we'll be glad to help

Good Afternoon,We are sorry to hear that the recent price increase for our packages has left such a negative impression upon Mr***Earlier this month we increased the price of our hosting in an effort to ensure best in class service and top-notch server performance, this invoice reflects
the new increased recurring price for this productThis price increase will allow us to strengthen our server infrastructure and maintenance, therefore resulting in greater overall server performance and reliability.With regard to the rate that is posted on our websiteThe advertised price would not apply to Mr***’s account has it is a different package type than what Mr*** currently hasMr*** is currently utilizing one of our legacy packages that we no longer offer that has different resource limits than the Shared packages that are currently advertised on our siteThis information regarding his package type can be confirmed on the invoices that have been generated for his account and he can verify that the package name is different than the Personal Class and Personal Class Pro that we offer currently.To add to this as well, the $advertised price is the monthly breakdown for a two year renewal which is all paid upfrontBy mousing over the rate the monthly breakdown of each renewal cycle we offer is displayed which increases in price as the renewal cycle decreases.With regard to compensation due to the price increaseWhile we would not be able to offer the compensation that Mr*** has requested, specifically the payment to migrate away from our services, we can offer to revert his price to the old rate should he wish to purchase for an extended period of time such as one or two years in advance

Arvixe Revdex.com Complaint # *** (Originally filed 11/3/2015) Good Afternoon, We appreciate this being brought to our attention, and would like to apologize for any inconveniences and delays that Mrs*** has experiencedWe would also like to apologize for our extreme delay in reply to this complaint, this appears to have been submitted before our new management took over. Due to the age of this complaint, this does not appear to be an issue anymoreThe domain *** is long expired and is available to purchaseLooking into this we were able to locate the ticket that Mrs*** contacted us in about changing the password on the account via ticket ID *** In this ticket Mrs*** contacted us on November 02, @ 2:PMOne of our billing agents at the time, Bri, replied at November 02, @ 4:PMOur agent requested that Mrs*** provide us with verification on the account, and once that was received we would be able to change the passwordFor our customer's safety, we do not take any requested actions on an account without proper verificationUnfortunately, we never received a reply from Mrs*** providing verification on the account, and for this reason we never changed the password on the account. As mentioned before, we believe this issue is resolvedHowever, we would like to encourage Mrs*** to reach out to us at anytime if there are any questions or concerns about this, or any other caseWe'll be very happy to help!

Greetings,Thanks for giving us a chance to look into this matter.We were sorry to hear the account was being invoiced for services no longer necessary and have since had a chance to investigateTo provide a bit of background information, Mr*** actually had services from usOne service was
the hosting package, while the other two were for domain registrationsAlthough the hosting package had previously been setup to cancel on the next due date, the domain registrations had not yet been requested to be canceledAlthough we understand to some customers it would make sense to cancel all at once, please consider that some customers end up keeping their domains in case they want to use them with a different host, or continue working on their business under the same domain at a later dateWe now understand this is not Mr***'s intention so we've removed the unpaid invoices and made sure that no services will continue to invoiceWe hope this helps to resolve the concerns raised but if we can be of any further assistance, please let us know

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 :
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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
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There were no further replies to that ticket
After getting *** *** rejection we again attempted to contact him and offer assistanceThe reply sent on February ninth is as follows
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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
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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