Arvixe, LLC

I sincerely apologize for any inconvenience regarding your account and renewals. We absolutely understand the frustration surrounding any unexpected or duplicate charges. We have looked into your account, and we do show that you were setup for credit card payments which are...

automatically recurring under our system. Additionally, we show two payments were made in March but for two separate billing cycles, so they were actually not duplicate; Invoice #[redacted] was paid quite late in early March, and Invoice #[redacted] was paid in late March per our standard billing schedule. If you feel there were other specific invoices that you'd like us to look into regarding duplicate payments or errant charges, please do let us know the specific invoice numbers so we can investigate further.   To help ensure customers are aware of invoice payments coming due, we also send notifications prior. Our logs do show we sent the following emails to you regarding your invoices and their payments since the beginning of the year:
  04/27/2016 10:02 Credit Card Payment Confirmation 04/18/2016 00:11 Customer Invoice 03/29/2016 03:32 Credit Card Payment Confirmation 03/21/2016 05:07 Customer Invoice 03/11/2016 08:26 Credit Card Payment Confirmation 03/07/2016 01:23 Second Invoice Overdue Notice 02/17/2016 00:11 Customer Invoice 01/27/2016 04:54 Credit Card Payment Confirmation 01/19/2016 00:14 Customer Invoice   The Customer Invoice notifications make sure to indicate that your payment method was Credit Card, and also included this message to ensure you're aware of upcoming automated payments: "Payment will be taken automatically from your credit card on record with us."   As mentioned above, when a payment method is selected as credit card, the payments are automated unless a cancellation request is submitted for the hosting package or if the credit card information is removed from the account. Unfortunately, I don't show that we received communication regarding either of these, and as such no refund is due.

[redacted] also opened complaint 11085517. Arvixe.com currently makes no referance to the Revdex.com or lists any endorsements from the Revdex.com on our site. We have no marketing or advertisements which mention the Revdex.com at this time. We will gladly remove any such comments that we are possibly able to.

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.

Greetings,We apologize for the additional trouble with this certificate and have escalated the matter further to determine the best course of action to prevent similar occurrences moving forward. After review, we have found that as the issue related to the IP address in use, we have moved the site to it's own dedicated IP address free of charge. We are confident this should help avoid any similar issues from arising but if any further issues are noticed, please do not hesitate to let us know and we'll be more than happy to take another look.

Arvixe Revdex.com Complaint # [redacted] (Originally filed 5/26/2016) Greetings,  Thank you for the opportunity to address Mr. [redacted] concerns regarding this refund.  We'd like to start by offering our apologies for the delay in addressing this complaint as we went through a...

management change last year. While reviewing the complaints that were  not addressed during the transition, we were sorry to see Mr. [redacted] complaint was not addressed. We'd like to ensure that Mr. [redacted] receives his refund, however in order to do so, we will need Mr. [redacted] current PayPal email address. If he does not have a PayPal account, we would need him to confirm the name and current address he would like a check sent to.  We offer our apologies once more for this serious delay and appreciate the chance to ensure it is resolved as soon as possible.

Complaint: [redacted]
I am rejecting this response because: the problem is still ongoing and we cannot reach their customer service in a timely manner when needed. It is unrealistic to ask paying customers, or anyone honestly, to wait 4 hours for customer support. We have asked for a refund of the money paid. I would like confirmation from the company that this is being done. I have asked what the problem is, why this keeps happening etc. No one has even given us the courtesy of answering our questions. 
Regards,
 
[redacted]

The credit we applied to [redacted] account was not displaying properly on his ledger. We removed and created another credit on 2/15/2016 after receiving the update on this Revdex.com case. We have updated [redacted] on that same date to apologize and make him aware of the correction through his ticket [redacted]. We have received no response since that time and assume the matter to be resolved.

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.
 The issue got sorted out and the company has extended my renewal for one month for the trouble caused.
Regards, [redacted]

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.
Hello, I am contacting you to inform the Revdex.com that the business who I filed a complaint against (ID #[redacted]),...

Arvixe LLC, fulfilled the desired outcome/settlement as was stated in the complaint. They did so by: * Restoring my services by removing DENY codes from .htaccess * Crediting me greater than the disputed amount * Responding to my support tickets * Having management contact me I am happy to state that the dispute has been resolved. Thank you. Regards, [redacted] Complaint ID: [redacted]

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]

[redacted] requested help with the renewal of his SSL certificate on February 9th. The process of renewing an SSL certificate requires a verification email be sent to a special address under his  domain. [redacted] did not have this email address set up and therefore was unable to receive the...

email for his SSL certificate despite several attempts. After expressing his desire to cancel we simply created the email account for [redacted] and  refunded his SSL payment. We then provided him with a free SSL certificate which is now set up on his domain and working properly. We have received no for the replies from [redacted] at this time but we are continuing to watch his support ticket in the event that further assistance is needed.

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]

We are working with the customer via internal ticket ID: [redacted]  We have met the customer's desired resolution and wish her the best of luck in her future hosting endeavors.  We remain available to assist in this transition wherever possible.

Complaint: [redacted]
I am rejecting this response because: On your website [redacted] there it is in plain english $7 with NO DROP DOWN and specifically says "no hidden fees" nor mention of a 2 year commitment at that state of service. This itself is "a hidden fee" and I view it as fraudulent. I will be cancelling my services at the first opportune moment.
Regards,
[redacted]

To whom it may concern,We respond as follows to this complaint.On March 31st, 2017, Ms. [redacted] conducted two Live Chats with Arvixe concerning the renewal and transfer of her two domains, [redacted] and willowanimalhospital.com. She informed us of how she made six attempts to retrieve the EPP...

Transfer Authorization Key for [redacted]. While we are currently unable to find any record of these requests and would need additional information investigate further, we are happy to report we are skipping an investigation and taking Ms. [redacted] word in good faith.On April 11th, 2017, we submitted a refund, as she request, in the amount of $9.95 for the domain renewal fee of [redacted]. We please ask for roughly three to seven day for the funds to made available back to her original payment source, by her bank. While ICANN regulations deem it impossible to reverse a recent domain renewal, we are still happy to provide this refund and take on the expense at our own volition, as a gesture of goodwill and a show of appreciation of her loyalty to Arvixe for the past two years.After reviewing the Live Chat interactions, we can see opportunities for improvement by our staff that handled these chats and we'll have these fully reviewed by management to help make Live Support better for all our customers. We sincerely apologize to Ms. [redacted] for the inconvenience she experienced. We can understand how frustrating an ordeal like this can be.Lastly, we would like to inform Ms. [redacted] of an opportunity to gain an extra year added to the domain expiration date, if she would postpone transferring the domain for 45 days from the last renewal. So if she waited until roughly around June 20th, 2017, she would quality for a perk that is in ordinance with ICANN regulations, which allows the receiving registrar to allow an additional year to the domains expiration at no additional fee, besides any domain transfer fee, if imposed. To illustrate this further, currently, the domain expiration date of [redacted] is set for March 29th, 2018. If the domain is transferred before June 20th, then that expiration date will remain the same. However, Ms. [redacted] can wait until about June 20th to initiate a domain transfer, then the expiration of the domain would change to March 29th, 2019. While we can't decide on behalf of Ms. Larson, we wanted her to be aware of this information.At this time, we believe we have done everything within our capabilities to facilitate a successful domain transfer. Furthermore, we're happy to assist Ms. [redacted] in any way possible and please encourage her to contact us any time.

Greetings,We certainly apologize for the trouble and delay in our response as we do work through our tickets in the order they are received. We are very aware that our response times have not been what they should be and we're taking immediate action to help improve the situation. We are sorry to...

see that Mr. [redacted] has decided to cancel his services, however we will of course honor his decision and have initiated a refund of the requested amount. We have followed up via e-mail to go over these details but if we can be of any further assistance, please let us know and we'll be glad to help in any way we can.

Good Evening,Thank you for allowing us the time to review and address all of Mr. [redacted] concerns.We have reviewed Mr. [redacted] account and while we did invoice Mr. [redacted] for the amount $158.40 USD on 10/15/17, a payment was not received and the invoice was cancelled as well as the package....

It is very likely Mr. [redacted] had received the invoice and felt he was charged for the amount but again a payment was never received as the customer's credit card was removed from the account in 2016.Again, thank you for allowing us the time to address this matter.

Complaint: [redacted]
I am rejecting this response because: I have still not received my pro-rated refund.  I was told I would receive a refund but it would have to be through Paypal.  I immediately sent them my Paypal email address (the same day that I received their email) and a week has gone by and I have received nothing.
Regards,
[redacted]

We apologize for what the customer faced with his domain registration.  The domain was properly registered but there was an error in the way it was pointed to his server.  This was corrected and as a effort of good faith, we refunded the cost for the domain name to the customer.  The...

domain will renew in one year at the established rate.  The customer is encouraged to contact us if he has any further issues.

Greetings to the Revdex.com and Mr. [redacted], Good day to you and thank you for taking the time in reviewing this situation. We hope we can shed some light on this seemingly strange charge for a domain renewal. We wish to ensure that Mr. [redacted]'s fears of fraudulent use of this...

PayPal account did not occur, and based on the evidence, seems that it was correctly set into place by the client. However, due to being associated with another account, we cannot fully disclose their details unless Mr. [redacted] obtains their verification information. The issue brought to us was regarding Trans ID: [redacted], which occurred on 09/08/2017 for the amount of $9.95. This charge appears to be for a domain renewal([redacted]). This, by its self, is odd since typically in fraudulent purchases, a new domain would be purchased under a false name. Still, we looked further into the account that used Mr. [redacted]'s paypal, and found that there were charges in 2013 that was associated to it. Here is the list for reference : 08/28/2013 paypal-[redacted] (#[redacted]) - Trans ID: [redacted] $2.00 USD 08/28/2013 paypal-[redacted] (#[redacted]) - Trans ID: [redacted] $2.00 USD 08/28/2013 paypal-[redacted] (#[redacted]) - Trans ID: [redacted] $2.00 USD 08/28/2013 paypal-[redacted] (#[redacted]) - Trans ID: [redacted] $2.00 USD 08/28/2013 paypal-[redacted] (#[redacted]) - Trans ID: [redacted] $9.94 USD 08/28/2013 paypal-[redacted] (#[redacted]) - Trans ID: [redacted] $0.01 USD 08/28/2013 paypal-[redacted] (#[redacted]) - Trans ID: [redacted] $9.94 USD The final invoice of $9.94 was for the renewal of the same domain that was renewed in September of this year: springhillpto.org. We suspect that Mr. [redacted] may have forgotten a subscription related to this account, which is likely due to this being a small and annual charge. We suggest that Mr. [redacted] review his paypal settings and ensure to stop payment to any services that he would not wish to renew. Also, he may need to contact the related client. We cannot provide the details of the account as we stated, however the domain name (which was information already given before this conversation) should be sufficient enough to start his investigation. In regards to the refund, due to the nature of domain renewals we cannot in any way shape or form refund the amount taken. The credit goes directly to the ICANN foundation; the international controller of domain registrations. We apologize for this inconvenience. Thank you again for your time in this matter, and we hope this has been resolved.