Arvixe, LLC

To Whom It May Concern,
background-color: rgb(245, 245, 245);">We respond as follows to this complaint.
On July 17th, Ms. [redacted] she was getting bounceback emails from particular recipients in ticket [redacted]. On August 4th, we discovered the issue and got it corrected. The next day, on August 5th, she reported that her emails were now arriving is recipients junk/spam folders. On September 6th, we discovered three items that were likely causing it to happen. Two of the items we fixed the same day. The third item was that the [redacted] network had blacklisted our mail server. On September 7th, we submitted a request to be delisted from [redacted]. It could take them up to 24 hours to acknowledge the request, then an additional 48 hours to approve it, at their discretion. We have informed Ms. [redacted] of the situation on September 7th. As this point, we believe most of her emails will arrive in the intended recipients inbox. We'll monitor the delist issue and presume it is resolved after 72 hours if we do get any additional reports from Ms. [redacted].
We do apologize for the long wait times she had to endure regarding this issue. We have much higher support request volumes than normal and we are working around the clock to reduce them as diligently as possible.

Good Afternoon,We appreciate the concerns Mr. [redacted] has brought to our attention.The uptime guarantee covers network uptime and does not cover issue related to DNS. As a courtesy we see our management team had the opportunity to reach out to Mr. [redacted] through a ticket to offer a courtesy account...

credit for the troubles. Compensation related to issues experienced would be issued as non refundable account credit.Recently we have been moving our shared hosting clients on to new hardware to provide our clients with a more robust hosting environment. While our live support does their best to address all the concerns during the interaction some issues require further investigation through a ticket. We see recently due to the issues expressed in live support a ticket was issued. It was then found that your account had been moved to a more robust hosting environment and a DNS update was required to point the domain to the proper location. Which would have required a DNS update at the registrar of the domain name.To continue to work with our management team in relation to your concerns please respond back to the ticket that was established.

Good Evening,We appreciate the opportunity to address these concerns and we were very sorry to hear of the trouble Mr. [redacted] was having obtaining the expected service. Although we understand Mr. [redacted] feels he was given the run around by our chat agents, our front line support is...

intended to correct introductory to mid level issues, so the more advanced technical issues will require review by our higher level administrators who work strictly through our ticketing system. To that point, we understand the response times on the ticket where not near what Mr. [redacted] hoped for or what we are aiming for, which is something our management is addressing by increasing our staff levels as quickly as possible in order to meet demand. At this time we have addressed several technical issues that were pending on his account, and we've also issued compensatory credits in the amount of $15.00 for the trouble experienced on the hosting package.We thank Mr. [redacted] for the chance to discuss this matter further and for the opportunity to confirm it is not our intention to let wait times continue on as they have been.

We do apologize for the delays the customer faced when updating his MX (Mail Exchange) records for his domain.  The records were successfully updated and acknowledged by the customer on March 20, 2016 @ 5:08 AM.  We remain available to assist the...

customer in any way moving forward.

Greetings,We offer our apologies for the frustrating experiences as of late. We are certainly aware that our response times have not been where they should be as of late and can confirm that we're working to increase our staffing levels as quickly as possible. In regards to the notices on...

the transferred domains, we are working to correct our registration system to ensure this does not continue moving forwards. At this time we have ensured the related domains are marked as canceled and provided guidance on canceling our Mr[redacted] wife's services as well.We hope this helps to fully resolved the concerns raised but if we can be of any further assistance, please let us know.

terrible, really bad, not recommended.
I made the mistake to buy a host with this company, but since I start hosting my customers application we start having problems of downtime, but at that time I made a second mistake to not read reviews about arvixe, but the past month is what make me take the decision of buy a new host. at this time i'm having problems with my customers because the downtime for the sites are really bad, i'm having problems for more than 2 weeks and they did not answer the phone line and did not answer to my ticket, so hope my experience with arvixe help somebody else to not make the same mistake.

The customer was refunded above what he required in his resolution.  The transaction IDs are:  2015-11-22 01:49:04 2015-11-27 07:30:46 Transaction ID: [redacted] REFUNDED $ -80.00 2015-10-22 01:28:36 2015-11-27 07:31:42 Transaction ID: [redacted] REFUNDED $ -80.002015-09-29 11:52:09 2015-11-27 07:32:15 Transaction ID: [redacted] REFUNDED $ -80.00Any delay in receiving the funds back to the payment instruments should be addressed with the financial institution who is handling the transaction.We wish the customer well on his future hosting endeavors.

Good Afternoon,Thank you for bringing this matter to our intention. We take every claim of false advertising seriously, since it is our goal to ensure the customer is informed and aware of our pricing structure and details of the products that we provide. Today we are here to address the claim of...

false advertising brought to us by Ms. [redacted]. We hope to clarify all parties of this misunderstanding.As Ms. [redacted] stated, a price change did occur in July of 2017. In the preceding month’s invoice, we provided a notification of the changes that would occur in her current month to month structure. It wasn’t until four months later that our former client canceled their hosting service, accepting four charges at this rate.We received the cancellation ticket that Ms. [redacted] created on December 04, 2017, where she did express confusion on the price update. She stated that she did notice this change in July and thought she received an accidental upgrade to the Pro Pan. This is a $10 a month at a 3 year cycle after the coupon she was using month per month applied.In regards to Ms. [redacted]’s claim to false advertising, upon sign up on our site (https://customers.arvixe.com/cart/full/516?billingcycle=biennially) our potential customers are given a break down prices per hosting cycle and level. This dropdown provides the discount percentages they would be receiving on their first invoice. We have this feature to be transparent, to avoid confusion. We want our customer to know what they are getting.At this time, based on Ms.[redacted] acknowledgment of the price change, we cannot grant a refund for her past four invoices. Thank you all for your time in this matter.

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

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.   We have moved to another hosting company, and Arvixe has been helpful in this regard.  They have also offered me a full refund for my troubles.  
Regards,
[redacted]

Greetings,We were certainly sorry to hear about the lost content and have attempted to review the related support tickets but have been unable to find any related conversations linked to this account. We'll be glad to consider a refund once we've received additional information on the situation in...

question and have reached out to Mr. [redacted] to request further detail.

Greetings,We were sorry to hear of the troubles Mr. McKinlay has been facing and would like to address these concerns in more detail. In regards to the compromise on the account, we apologize that the proper access was not provided in order to correct the issue, however we must reject the...

implication that we somehow allowed the account to become compromised. Arvixe has a large amount of security protections in place on all servers to prevent unauthorized access, however, our customers do share in the responsibility of securing their accounts which is agreed to in our terms of service.To clarify further, the majority of compromises we see are due to vulnerable applications or scripts that have been uploaded by the customer. Typically the compromise occurs due to these scripts becoming outdated and hackers then exploiting known vulnerabilities in the application. In the event of a server becoming compromised outside of the control of the account owner, we would contact that customer outlining the situation in more detail. If Mr. [redacted] is interested in us performing a root cause analysis to determine how exactly his script was compromised, we do offer this service for a fee, however the account would need to remain untouched during our investigation. In regards to the charge on the account, we see that the invoice was relating to a domain renewal. Mr. [redacted] concern was not about the amount but rather that there was credit on the account that should have covered this. We have since refunded the payment and have used the available credit to cover this service. We ask that Mr. [redacted] please let us know once the malicious files have been removed, or if he would prefer a root cause analysis and we'll be glad to escalate the related ticket.

[redacted] first contacted us on 11/12/2015 to request a cancellation of his account at a later date. We updated the client that we are unable to schedule future cancellations on...

11/13/2015.  We received no response until 1/4/2016 when further contact was made by [redacted] after his account had renewed.  We determined a billing error had occurred and on 1/14 we provided a full refund to the client, closed his account and offered additional assistance if needed. We have received no further communication at this time, but continue to monitor the clients support ticket.

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 this [redacted] and Arvixe has refunded my money of $83.00 I could not log in to report this but they have refunded my moneyas of sept 16 2017.
Regards,
[redacted]

We have reached out to the customer via internal ticket ID: [redacted].  We will work with the customer via that ticket to meet his desired resolution.

Good Afternoon,
We sincerely apologize for any troublesome experience encountered regarding your account and domain as well as the delays encountered with your service ticket. To provide further information, the domain name is included free with the Hosting Package Type that you had...

selected. As the domain was included free of cost, there was no invoice generated for the domain which explains why none was available within the billing system. Regrettably we have found that auto-renewal was disabled which led to the expiration, however we have since renewed the domain and ensured that it is now active.Typically there would be a charge for transferring away a domain as these are only free when kept with us for the duration of the hosting package, however we have waived this cost and unlocked the domain to allow the transfer. We have followed up via e-mail with this information but if we can be of any further assistance, please let us know and we'll be glad to help.

Greetings,We would be more than happy to investigate this matter but unfortunately the complaint did not include any information on where the $7.95 pricing was seen. If we could please receive more detail including a link to the page in question, we'll be glad to continue our conversation on...

the requested refund.

Good Evening,We are of course sorry to hear that a service was purchased which was not desired, however unfortunately once domains are registered, they cannot simply be un-registered. Domain registrations are in 1 year increments and by the time Mr. [redacted] had contacted us, the domain had...

already been registered.We must also point out that by default, our checkout page has the .com domain extension selected by default. This means that a customer must click the drop-down menu and manually select .co if they do not wish to purchase a .com. We see that during the live chat, Mr. [redacted] seems to have changed his mind and requests that he have a .com registered instead of .co however unfortunately the domain had already been registered at that point. We must also be clear that our checkout page is functioning correctly and that our customers are able to review their order which includes a break down of the domain requested as well as a breakdown of the pricing.Again we do apologize that Mr. [redacted] selected a more expensive option than what was desired, however all customers are shown a break down of the charges and at this time the domain has been registered for 1 year and is non-refundable.

We would first of all like to start by apologizing to [redacted] for any issues experienced in relation to the recent automatic charge. We would also like to thank her for bringing these concerns to our attention.Our management teams has had the opportunity to reach out to [redacted] via ticket to...

further discuss the account in question. We do require account ownership verification to fully discuss the account details and this has been requested in the ticket our management team has sent.We do suggest [redacted] log into their PayPal account and make sure any payment subscriptions or payment agreements are canceled. If such agreements are not canceled within the PayPal account payments will still be sent to us. The following link will provide details on how to complete this.https://www.paypal.com/us/selfhelp/article/how-do-i-cancel-a-subscription-f...⇄ would like to invite [redacted] to respond to the ticket our management team has established so we can continue to provide assistance on this matter.

We received [redacted] request for assistance in renewing his account. We have recently migrated to a new...

billing system which has led to some clients needing help in learning the usage of our new system. We located and corrected a typo in [redacted] contact details and helped him to to login to his account and submit a renewal payment as requested. We have not had any further contact since January 27th and assume this matter has been resolved.