Arvixe, LLC

Complaint: ***
I am rejecting this response because: I get the follow message when trying to view the ticket.Sorry, we couldn't find the ticket you requested or you do not have permission to view it
Regards,
*** ***

Complaint: ***
I am rejecting this response because: They attempted to call me
once, on 11/12, and left a voicemailThe voicemail indicated I could not call the number back because it can only send calls, not receive them, so I was not able to follow upThey indicated they would try again at a later date and still have not called back
Regards,
*** ***

Arvixe Revdex.com Complaint # *** (Originally filed 5/1/2016) Greetings, Thank you for contacting us regarding this issue and we apologize for the significant delay as we've found this complaint was filed prior to our change in management last year. We understand Ms*** felt that the account was renewed without her permission, however our customers are informed prior to purchase that the accounts will automatically renew unless a cancellation is requestedThat said, we have found that an exception was made and a full refund provided. We apologize once more for the delay in our response and appreciate the chance to confirm the issue was resolved, however if we can be of any further assistance, please le us know and we'll be glad to assist

We are sorry for the difficulties the customer has faced It is unclear how the situation with the customer's email transpired but all efforts to recover any email have been exhausted We are continuing to work with the customer on additional issues brought up in communication and will
continue to do so until resolved We are committed to our customers and will do everything we can to get this taken care of A credit for months of hosting has been applied to the account

Good Evening,We were sorry to hear about the frustration caused with our verification policy and appreciate the chance to discuss this furtherWe understand Mr*** has noted that we did not allow ownership of the account to be determined via an e-mail address that was created on the account
Unfortunately the web industry has a high level of fraud and attempts to hack accounts, so to help protect against this, we do not allow customer's to use e-mail addresses created on platform to prove ownership of the billing side of the account where payment details are available.In our experience, when a bank has issued a new card, they will be able to provide proof of the previous card's numberWhen we receive these documents, we are happy to allow these as proof of ownership on an accountUnfortunately we were not provided the necessary information to fully confirm ownership of the account, so we must treat this issue as an unauthorized use of a credit card. We have removed the credit card in question from our records to ensure it will not be charged again, and offer our apologies once more for any inconvenience caused by the strictness of our security policiesIf we can be of any further assistance, please let us know and we'll be glad to help

Greetings,After further review we see that the Mr*** has confirmed that he had pointed his site to "***" which is hosted on *** as we mentioned previouslyAt this time we have received his confirmation that he wanted the site pointed back to our servers, so we have re-pointed the site and confirmed e-mail is functioning as expected. We have reached out to Mr*** to confirm and have not yet heard back on any further issues, but if we can be of further assistance, please let us know

We are sorry for the difficulties Mr*** has experienced A review of his account provided data that substantiates his claim His money was refunded and account cancelled per his request We remain available to assist him in his transition to a new hosting partner as we are
able We wish Mr*** the best in his future web presence endeavors

Complaint: ***
I am rejecting this response because: I removed my credit card details as explained in their email response to me and the Revdex.com that one must do that in order to not be auto billed however they still charged my credit card beyond my knowledge. I have recently as of 5/18/canceled the account but that does not explain the fact that they charged me numerous of times after I deleted my payment information from their system. They stated that there are two ways to not be auto billed To request cancellation or to delete your payment information and that's exactly what I did, I deleted my Visa card and they still charged me. Their stating that they do not show a request for either of the two and that's a lie, there is NO option to put in a request to delete your own payment information from their system, as a customer you just delete it if that's what you what you choose to do, this is FRAUD!
Regards,
*** ***

We are very sorry for the extreme delays the customer experienced in getting a resolution to the problem The customer has transitioned to another provider and we have issued a refund for the monies paid for his account at Arvixe We wish the customer the best of luck in his web hosting
endeavors and remain available for any assistance we can provide to complete this transition with him

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: [redacted]
I am rejecting this response because:
"line-height: 1em;">They won't cancel the account They continue to ask me to click links or provide the same information I have already provided I sent them (again) all the emails I have previously sent, with all the "codes" they are asking, and they are continuing to not cancel the account, and to email me asking me to click links I am not clicking any more links Oh, and the website won't even let me log in any longer and tells me my username/password are invalid I am NOT setting this up again, I want the account cancelled now I have wasted my time doing this over and over again, telling them the same thing over and over again, and no one will listen
Regards,
[redacted]

Revdex.com:
On July 1st (3 days after I filed my complaint with Revdex.com) I received a notice from Arvixe that they had approved a refund of $40. However, they said that since the original transaction was over 90 days their system would not allow them to “perform a refund” on my credit card that it would have to go to my PayPal account. I gave them my PayPal email and was refunded $38.54 after PayPal fees. I am accepting this amount. I figure something is better than nothing. I would like to thank the Revdex.com for allowing consumers to file complaints against businesses like this. I believe had I not filed this complaint, I would have not received anything. Please close my complaint. If you need any further information from me, please let me know.
Regards,
[redacted]

Good Evening,We were sorry to hear of the trouble with Ms. [redacted] email service as well as the delays in following up on the related support ticket. At this time we have escalated the ticket for review from our upper level administrators and will be following up tomorrow to check in with Ms....

[redacted] and ensure the issue is fully resolved. Once we have more information on the exact cause of the email troubles, we will gladly address the request for compensation. We appreciate the chance to review this matter and will look forward to getting to the bottom of the issue with Ms. [redacted] in order to determine how this issue might have been prevented.

Good Morning, Thank you for the opportunity to address Mr. [redacted] concerns and complaints. We'd like to start by offering our apologies for the recent delays on our tickets as we have had several unexpected influxes of tickets, many of which were duplicates of other issues,...

which has set us back significantly in our replies. We are working diligently to rectify the situation and bring response times back down as quickly as possible. In regards to the issue reported, we were attempting to resolve the issue regarding the mail services for Mr. [redacted] but have not received a reply to our last request for additional information. That request was sent on November the 3rd in ticket [redacted] 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. [redacted] to ensure he had access to the account and could make a payment successfully. The missed payment caused the account to be suspended for non-payment. We have canceled the pending invoice and unsuspended the account at this time. The new due date for the hosting package is January 16th, 2017. The client should have full access to the account at this time. Should 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. [redacted] As the missed payment is also the disputed amount we will be considering that issue as resolved due to the invoice being canceled and the account being active. The data should be available at this time which meets the desired settlement Mr. [redacted] requested. It is our hope that these steps will resolve this complaint to Mr. [redacted] satisfaction. Thank you for the opportunity to do so.

Hello,
We respond as follows to this rejection.
We appreciate Ms. [redacted]'s reply. First, we humbly regret that an old invoice was overlooked and left active after the account was cancelled. It was an oversight on our part and we're deeply sorry for the inconvenience the email notifications were causing. Luckily, the invoice amount, oddly, was for $0.00 and there was no charge to the credit card on file. Nevertheless, we have removed those invoices and no further notifications should be sent to Ms. [redacted] from this point on. Additionally, 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 bank. We wholehearted believe that she was and we only used that word because we were not provided any documented evidence of the fee. In retrospect, the word allegedly was not the best choice in this instance. Moving forward, we still would like to urge Ms. [redacted] 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 fees. In 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.

Requested to resolve a problem with the account. First contact was completely ignored and erased. The second was only addressed because I was on the phone and chat for half a day. They only responded by repeating the problem without solution. The third time they offered to give limited access. It has been over a week since the first complaint but nothing has been done.

The customer service representative was very rude and would not respond unless I changed my tone. Every time I contact they end the conversation without my approval because they must ignore problems they can't solve.

We have over 10 clients in the server that we can't access. Client complaints are increasing by day but still no solution from Arvixe.

We recognize the issues that the customer has faced and are continuing to work with her via her ticket in our Billing Team.  We will do all we can to get this resolved with the customer and assist her in moving forward with her hosting goals.

We are sorry for the difficulty the customer has experienced with the Billing System.  We are working with the customer via internal ticket ID: [redacted] and will continue to do so until the situation is resolved.

Good Afternoon,I hope this message finds you well, due to the concerns raised, we wanted to assist with addressing the concerns you had about the account and are happy to assist you. We first would like to thank you for being a valued customer and a part of the Arvixe family.Notifications were sent...

out to give everyone optimal time for the adjustment of the price change. Its possible the email notifications went to your junk or spam folder instead of directly into your inbox which may explain why you did not see the email notifications of the price change.We believe in providing our customers with high quality hosting services at great prices. We have been proud to maintain our pricing levels, even as we continued to invest in technology improvements and customer care. Unfortunately, those costs have risen, and in order for us to remain competitive and continue to invest in our business as technology and equipment change, we need to increase our pricing.Coupons or discounts are normally valid towards the initial purchase, and do not affect the renewal or recurring price normally however in your case the discount was applied for you for the lifetime of the account however once the packages were adjusted due to the price change its what affected your rate which had to be manually adjusted.We are happy to work on a resolution with you. As a courtesy to you, we are happy to grandfather you in on the price of $8.80 for this package. We have as an additional courtesy waived invoice [redacted]. The future invoices will occur at the grandfathered rate for this package at $8.80.Please let us know if you need anything further.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me at this time.
Regards,
[redacted]