Arvixe, LLC

We contacted *** *** on 1/27/to resolve this issueOur records only showed a single invoice for $We mentioned this to the client who confirmed the original refund requested of $was in part due to a paypal error which she worked with paypal to resolveAfter receiving
confirmation from the client that $was the total amount requested we refunded the full $on 1/29/We have had no further requests from *** since that time and assume the issue to be resolved but are still motoring her support ticket in case she needs anything further

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
And I'm Attaching a copy of our correspondence for the recordsAs long as they adhere to the agreement in the text I am satisfied with the results
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,
* ***

Greetings,We appreciate the chance to review these issues in more detail and have since followed up to confirm that we located an issue with the mail record which would have caused trouble with mail deliveryThis record has now been corrected and we will be watching for any further reports
of undelivered messages.In regards to the downtime faced, we have evaluated the issues with the server and have issued a credit for three months of serviceAlthough we understand compensation was being requested based off what was paid to a 3rd party partner, our terms of service stipulate that our compensation will be based off the amount paid towards our service compared with the downtime faced, rather than any agreements with 3rd partiesWe've also had a chance to audit the past credits on the account and have ensured that the correct amount has been made available on the accountWe hope this helps to resolve the concerns raised but if we can be of any further assistance, please let us know

We are sorry the customer has faced this issue and wish to work toward a resolution Customer has reached out to us via internal ticket ID: *** We will move forward with the customer's desired resolution via this communication

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 me
Regards,
*** ***

On January 17th Mr ***’s hosting was detected
to be sending spam emails in mass quantitiesThe email account being used was disabled and we sent notice to Mr *** to alert him to this problem along with logs and details of the eventThis is a very severe violation of our terms of service listed here : https://www.arvixe.com/tos.php
Relevant section of our TOS
SPAM and Unsolicited Commercial E-mail (UCE): Arvixe takes a zero tolerance approach to the sending of Unsolicited Commercial E-mail (UCE) or SPAM over our networkVery simply this means that customers of Arvixe may not use or permit others to use our network to transact in UCECustomers of Arvixe may not host, or permit hosting of, sites or information that is advertised by UCE from other networksViolations of this policy carry severe penalties, including termination of serviceViolation of Arvixe SPAM policy will result in severe penaltiesUpon notification of an alleged violation of our SPAM policy, Arvixe will initiate an immediate investigation (within hours of notification)During the investigation, Arvixe may restrict customer access to the network to prevent further violationsIf a customer is found to be in violation of our SPAM policy, Arvixe may, at its sole discretion, restrict, suspend or terminate customer's accountFurther, Arvixe reserves the right to pursue civil remedies for any costs associated with the investigation of a substantiated policy violationArvixe will notify law enforcement officials if the violation is believed to be a criminal offenseFirst violations of this policy will result in an "Administrative Fee" of $and your account will be reviewed for possible immediate terminationA second violation will result in an immediate termination of your accountAs our resellers are ultimately responsible for the actions of their clients over the Arvixe network, it is advisable that resellers develop a similar, or stricter, policy for their clients--END--
We received no reply from Mr *** and followed up again on January 19th, 20th and 21stAfter receiving no replies to four notices regarding illegal activity occurring on the account we suspended it on January 22ndWe received no contact until February 6th where we began working with Mr*** to resolve the issue The account was restored on February 16th after acknowledgement of the problem was received
On February 14h Mr *** attempted to order a CloudClass private server for $His order was blocked by our fraud detection due to a mismatch between his IP address and physical addressWe requested documentation to manually verify this order in which Mr*** refused and asked instead to cancel his servicesDespite being outside our refund window we granted Mr *** a full refund of the fees paid for his shared hosting account totaling $The $fee for the Cloud server was rejected and never posted to our account
At this time we suspect our business with Mr*** has concluded but we continue to watch his support tickets should he need additional help in the future

Complaint: ***
I am rejecting this response because: The SSL Certificate operated correctly for a few days and as you can see by the attachment it is down again, as of 7/18/16. Additionally, they offered me a credit towards a "renewal". Why in the world would I have any inclination to renew my hosting with them after error, after error, delay, after delay, error after erro? I started my web business with them last year. My first customer is respected in the community and is well-known. That customer should have been a good referenced point for me to start with, but instead Arvixe has ruined my web-development credentials in this community. To be in business and take money for the type of service they provide is criminal
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

Revdex.com:I have had successful resolution of my complaintThank you for your assistance in this matter, please adjust the complaint to note that the matter has been resolved amicably.Complaint ID *** Best Regards,*** ***

Good Afternoon,We are sorry to hear that Mr*** is having issues with his SSL certificateWe do see that Mr*** did pay the renewal charge in January of though the SSL was not renewed at that timeWe failed to find any contacts from Mr*** between then and when he reached out to
us regarding this matter on 10/29/We did offer to perform the renewal for Mr*** at that time though that offer was rejected as Mr*** has chosen to seek alternative hosting solutions.Unfortunately due to the age of the transaction we will not be able to issue the refund back to the originating payment source and have reached out to Mr*** via his ticket concerning this matter with how we can proceed with that refundWe do apologize that Mr*** faced this issue and will be happy to work with him towards a resolution

After receiving *** *** complaint we located several replies to automated messages in our helpdeskWe confirmed the client's desire to cancel on January 28th and closed the accountNo payments had been processed at that time, only renewal notices had been sent outWe removed all pending
invoices and have had no further communication from ** *** since 1/28/We are continuing to monitor the support ticket should any further help be needed in the future

Hello, Thank you for the opportunity to address Mr*** concerns regarding courtesy migrations that were performed and our sincerely regret that Mr*** experience with Arvixe was not in a positive light.In regards to the migration, our server *** was migrated to
*** in The Cheetah Server was on older hardware and was migrated to ensure optimal performance of our clients' sites as well as to prevent any hardware failuresAlthough we understand Mr*** would have preferred a chance to authorize this migration, unfortunately when dealing with shared servers, we migrate such large amounts of data that we cannot delay the work until all customers have approved.Furthermore, these moves are often made to prevent possible failure and therefore are conducted as quickly as possible to attempt to prevent no loss of data or downtime.While we did migrate accounts from the Cheetah Server to the Dallas Server, we did not move these accounts again from the Dallas ServerWe have created a ticket for locating and retrieving any missing data and our Administrator will provide an update as promptly as possible.Additionally, we have provided Mr*** with a direct line of communication with our Management Team regarding this situation and will be watching for any further updates

Complaint: ***
I am rejecting this response because: It will be great to see full refund of my balance to my current PayPal account is *** or *** please notify me to this email address: ***
Regards,
*** *** *** *** ***

Complaint: ***
I am rejecting this response because:I have not received a refund yetI paid for months of hosting and received nothingThis complaint will remain open until I get my money back, which they stole from meThey took my money and never delivered the promised service
Regards,
*** ***

Greetings,We appreciate the chance to review these issues in more detail and have since followed up to confirm that we located an issue with the mail record which would have caused trouble with mail deliveryThis record has now been corrected and we will be watching for any further reports of
undelivered messages.In regards to the downtime faced, we have evaluated the issues with the server and have issued a credit for three months of serviceAlthough we understand compensation was being requested based off what was paid to a 3rd party partner, our terms of service stipulate that our compensation will be based off the amount paid towards our service compared with the downtime faced, rather than any agreements with 3rd partiesWe've also had a chance to audit the past credits on the account and have ensured that the correct amount has been made available on the accountWe hope this helps to resolve the concerns raised but if we can be of any further assistance, please let us know

We received *** *** complaint on January 12th and immediately began addressing itWe identified an issue with the server and took corrective action to improve stability that eveningFor good measure we also increased the resources available to *** *** sites beyond what is normally
available for the hosting plan purchasedThere was a request for six months of hosting due to the past experiences which we applied to the current renewal that was dueWe are eager to continue assisting as needed but we have not received any further communication since January 14th and assume the problem to be resolved

We sincerely apologize for the difficulty the customer has faced with retrieving his EPP/Auth code for the domain *** We have worked with the customer via ticket *** and will continue to do so until the domain has been transferred to the customers new registrar
The customer is encouraged to communicate with us if he faces any issues and we will do everything we can to assist

We have reached out to the customer via internal ticket ID: *** The customer's desired resolution was met and we will continue to work with him for any remaining products he has with Arvixe