Arvixe, LLC

Complaint: [redacted]
I am rejecting this response because: transfer of a domain name should not be a 3 month ordeal. It was not until I filed a Revdex.com complaint that the issue was addressed.  They continued to send automated , canned response emails with instructions that did not work and provided no alternative way to contact them directly. They claim to provide telephone support yet never answer the phone. 
Regards,
[redacted]

To Whom It May ConcernWe respond to this complaint as follows.We have been unable to locate Mr. [redacted]'s contacts into support regarding the issue.On June 28, 2016 we reached out to Mr. [redacted] regarding his experience and found that five of his sites are working properly. We did locate one...

domain name, www.[redacted].com that is displaying a 500 error and are working to resolve the issue.At the moment we are working to resolve this matter internally with Mr. [redacted].Regards,Arvixe Customer Relations

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.
In regards to case ID #[redacted]
As of this morning, Arvixe Management has finally contacted me and resolved my dispute likely because I filed this complaint and my PayPal dispute was escalated. This issue is now resolved, I am providing the information they sent me as well for review below.
Regards,
[redacted]

To whom it may concern,We respond as follows to this complaint.On December 8th, 2016, it does appear that Mr. [redacted] transferred his domain registration to [redacted], away from Arvixe and our automated billing system failed to detect the domain transfer, so the system continued to assume that the...

domain was still with us. Therefore, beginning on December 12th, 2016, our system sent out automated domain renewal reminder emails, 60 days, 30 days, 7 days and 1 day prior to the expiration date. Finally, on the due date of February 12th, our system attempted to charge the credit card on file for the renewal, however the payment capture failed. This triggered an email notification to our client that the renewal invoice was due.On February 14th, Mr. [redacted] submitted an official cancellation for the hosting package. We processed it on February 21st. Moreover, the domain renewal invoice was cancelled on February 16th. We're happy to report that there is no outstanding balance or service, and no further action is needed. Additionally, we never successfully charged Mr. [redacted] for the domain renewal; therefore, there is no fee available to refund and we will not be reporting any of these incidents to any credit agency.We would like to take this opportunity to apologize for all the inconvenience this caused Mr. [redacted]. We deeply regret losing him as a customer. We wish to thank him for allowing us the opportunity to serve him for all the time that he was with us. We wish Mr. [redacted] all the best.At this time, we believe this issue is resolved. Please don't hesitate to let us know if there are any questions or concerns regarding this matter. We are at your service.

Mr. [redacted] was first contacted on February 9th regarding the high CPU usage originating from his account. To protect...

the other clients on the shared server where his account resides it was suspended. We worked with Mr. [redacted] to get his domain setup with clloudflare, a service which can often aid in lowering site load and protect against DDOS attacks. The site was restored February 11th. On the following day there was another incident with Mr. [redacted]’s account and it was again suspended. We supplied a full list of logs showing all running processes for investigation. We restored access to the account on February 19th with the exclusion of global web access. On February 19th we requested Mr. [redacted]’s IP address in order to allow him exclusive access to the site for troubleshooting while protecting our server from any further load spikes. No reply has been received to that request sent through our support ticket [redacted]. After receiving the Revdex.com complaint we have restored full access to Mr [redacted]’s account again on February 22nd and have been watching it for further problems. We have not received any further feedback at this time. If there are any additional issues with the site we will need to lock it down to Mr. [redacted]’s IP address so that he can investigate what is causing the site to create such high loads on the server.

Complaint: [redacted]
I am rejecting this response because:
 
I have wasted...

almost a month of my life attempting to resolve this through ARVIXE directly. I regret that I had to go through the Revdex.com to get any kind of a response from ARVIXE - but now that I have - I respectfully request that all correspondences that ARVIXE has with me is through the Revdex.com and public.  
If ARVIXE would like to make a response - ARVIXE should contact me through the Revdex.com with a response that will be made public.
Regards,
Alisa Perlet

Complaint: [redacted]
I am rejecting this response because: The response references the billing support ticket still open in their system, for well over a month now. As of yet, I have not heard anything directly from Arvixe regarding this issue. When they contact me directly regarding actual resolution options, not simply promises for future resolution, I will gladly respond and close this ticket in the affirmative when an actual resolution has been reached. 
Regards,
[redacted]

[redacted] has a VPS hosting account with us which we migrated on January 26th 2016. Due to a typo in some of our internal notes some of our entry level staff incorrectly instructed [redacted] that his migration has been ongoing for a few weeks and asked him to wait patiently for it to complete....

Upon receiving the complaint we investigated and found domains hosted on the VPS simply had incorrect DNS records configured which we quickly corrected. We granted [redacted] a full month’s hosting credit of $77.08 on February 12th for the inconvenience. We have continued to watch [redacted] support request and assisted him some with unrelated issues. We have not had any further inquiries since February 18th, but we will continue to watch his support ticket and assist as needed.

Good Afternoon,Due to the concerns raised, this issue has been escalated to our department for further review. We understand there was a concern of a refund and cancellation of an account.From reviewing the account it appears that at the time the client submitted this complaint the cancellation was...

submitted and the refund was also processed and completed. It appears around the same time the cancellation was submitted and processed. A refund was already processed and completed along with the cancellation request as well. The refund was sent via the same order in which the payment was received via PayPal.If we can be of any further assistance with this complaint, please let us know and we'll be glad to assist.

We are in receipt of the customer's request for cancellation via internal ticket ID: [redacted].  We will assist the customer in this regard and work to make the transition to her new hosting company as seamless as possible.

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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Yes, the company did everything it said - and then promptly doubled the cost of my next period of support.  Apparently, I am being punished for their oversight.  This did resolve the issue they created but then they are charging me for it at the next renew period.  That really didn't help at all.
Regards,
[redacted]

To Whom It May ConcernWe respond to this complaint as follows.Mr. [redacted] contacted our support team via email support on June 20, 2016 requesting to have four A records added to his domain name www.[redacted].org. Unfortunately, we were unable to accomodate his request as quickly as we...

would have liked due to server issues.On June 27, 2016 we contacted Mr. [redacted] advising the domain www.[redacted].org has been directed to the correct A record as per their request. We have advised Mr. [redacted] his account would need to be cancelled for any refund or credit to be offered. At this time his account is still active.Regards,Arvixe Customer Relations

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.
Regards,
[redacted] I did answer their email and was refunded $48 ($46.31 paypal).Scott W that helped push this through was very nice and seemed to actually care about the customer. Just wish the rest of their support could have been as fast and seem to care. Everything is good now. Thank you

Good Morning,We appreciate the chance to review this situation and apologize for the back and forth while the full scope of the issue was worked out. After investigation we did find that the account was behind by a few months and offer our apologies for the trouble while this was worked out....

We've since had a chance to work with [redacted] directly to resolve all issues but if we can be of any further assistance, please let us know and we'll be glad to help.

Complaint: [redacted]
I am rejecting this response because I do not see a credit applied to my account as you've stated.  I submitted a ticket requesting a credit on Feb 1st.  I am still waiting to receive an acknowledgement of that ticket.  I see no where that you've communicated to me that a credit has been applied to my account except via your communication with the Revdex.com.  I reviewed my account to see if a credit has been applied.  I see no credit on my account.  Therefore, I am rejecting your response.
Regards,
[redacted]

Arvixe Revdex.com Complaint # [redacted] (Originally filed 12/28/2015)  Hello,  Thank you allowing us to go over this matter and address Ms. [redacted] concerns.  First, we would like to apologize for the delay in addressing this matter, as we’ve had a change in management in 2016 and now have a chance to review the complaints missed prior to the transition.  Going over Ms. [redacted] account, we show that she was successful in the cancellation of her account on 12/27/21015 but the last payment she had made was on 11/20/2015, however the payment was then cancelled, which then recreated the balance.  Due to this, and because Ms. [redacted] did not cancel her account until the end of December, she continued to receive notifications until the cancellation completed.  Ms. [redacted] should no longer be receiving any reminders about the payments due and although we understand a refund was requested for December, our records do not show that any payments were made after November of 2015. We have not heard back from Ms. [redacted] following the cancellation, however if we can be of any further assistance, please let us know.

I am sorry for the confusion.  That ticket was not related to this customer.  We are communicating through internal ticket ID:  [redacted]  We will continue to work with the customer until all outstanding issues are resolved.

Greetings,We were sorry to hear of the trouble submitting cancellation however we are unsure of where the trouble was encountered as we do provide an option in our customer's support portal to request cancellation. We have tested this out to ensure it is still functional and have not received any...

additional reports of issues with this tool. In regards to the trouble receiving support, we were sorry to hear there was trouble reaching an agent, however we continue to offer live chat available 24/7 and US based phone support available Monday through Friday 9:00 AM - 5:30 PM Central time which can be confirmed here : [redacted]At this time we see that a cancellation request was successfully submitted and we have confirmed that it was processed with a refund provided. If we can be of any further assistance with this complaint, please let us know and we'll be glad to help.

This hosting account along with 46 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 link. This particular Affiliate setup 47 fictitious accounts over the time frame of a few days in early November 2015.  They used internet proxies along with their affiliate link and have attempted to collect the referral bonus on each of these orders. Our Affiliate manager caught this and suspended their affiliate account. This has led to a string of complaints with the Revdex.com all originating from the same individual. They are canceling all of these accounts and demanding refunds on all of them.
Our Affiliate TOS available here strictly forbids this
https://affiliates.arvixe.com/tos.php
Some relevant sections :
5.Valid commissions-No commission 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 referrer. Arvixe reserves the right to only pay for referrals that are active. Active is defined by clients with a website and domain name pointed to an Arvixe server with user generated/uploaded content. Terminated accounts are not eligible for a commission. Commissions may only be earned per each new client referred through the unique affiliate link. Affiliates also may not advertise on referred clients sites.
18. Acceptable Referrals. You may not refer yourself or your family members through this affiliate program. Affiliate referrals can not be funded/paid by the affiliate themselves. Each payment must come directly from the referred account holder to be eligible for a commission. You also may not refer customers who will be using the same payment method.
From our General TOS
Money Back Guarantee: 60 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 clients. These are all coming from a single person who is attempting to defraud Arvixe.
The following complaints are all related.