Arvixe, LLC

Good Afternoon,We've now had a chance to investigate this issue and after review, have found that this was not an error within the server configuration or service provided. The issue was related to updates in the coding of the site which were made by the customer and not Arvixe. We do apologize for...

the delay in replying back to the ticket, however we have now responded back with more detail on the issue. As this was a coding related issue, the downtime would not qualify under our uptime guarantee so no compensation would be due. If we can be of any further assistance please reply back to our most recent update via ticket [redacted] and we'll be more than happy to continue our conversation.

Good Evening,
rgb(34, 34, 34); background-color: rgb(255, 255, 255); font-size: small; font-family: arial, sans-serif;">We were sorry to hear of the trouble updating the related information and have since had a chance to investigate further. After review we see that although the support ticket was addressed, there were delays as of late as we worked through our increased number of requests from the holiday season. While we do receive a higher number of requests over the holidays, we continue to train more staff to meet the expectations of our customers and our management.
The type of modification which Mr. [redacted] was attempting was one that we provide our customers access to make, however we have discovered an error in our system which prevented Mr. [redacted] from successfully making this change. We sincerely apologize for the resulting delay and have escalated this finding to help ensure additional customers are not impacted. 
At this time the requested change has been processed but we were also sorry to hear Mr. [redacted] was only able to receive assistance via live chat. We do answer all calls in the order they are received and attempted to locate any unanswered calls from the number provided, but were unable to find any calls. We'll be following up with Mr. [redacted] to ensure we have the correct number in order to review further.
As the requested change has now been processed, we are hopeful this has fully resolved the issue, and appreciate Mr. [redacted] bringing the related error to our attention. If we can be of any further assistance, please do not hesitate to let us know.

Greetings,After review of this situation we have found that Mr. [redacted] contacted after the renewal in January requesting a refund. At that point we instructed that cancellation would need to be requested, but unfortunately the account was never canceled which is why an invoice has generated again 6...

months later. We have gone ahead and deleted the current invoice and will be glad to issue a refund on the last payment, but we will need Mr. [redacted] to finalize the cancellation request as follows : 1. Request cancellation from within your Customer Area: https://customers.arvixe.com/clientarea.php2. Click the Active button next to the service you wish to cancel.3. Scroll down and click the Request Cancellation button.4. Complete the form, scroll down and click Request Cancellation to complete the submission.If there is any trouble with this process, we ask that Mr. [redacted] please reply back to our recent e-mail and we'll be glad to help.

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. They did indeed process my refund.
Regards,
[redacted]

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.

On our initial investigation into [redacted] problem we discovered an issue with one of her plugins which...

was causing her site to not respond. While we usually do not supply website management, we made corrections for the client in this instance and repaired the site on January 27th 2015.
[redacted] continued to have issues connecting to the site. We discovered the site was being flagged by web browsers for hosting malware and access was being blocked. Upon further investigation it was discovered that the content management system being used by the client was Joomla 3.3.0. That product was originally released on April 2014 and currently has several security vulnerabilities. This is likely what led to the problem we corrected on the 27th.
While not our normal policy we attempted to help [redacted] in cleaning the site of malware. We located and removed two files which were contaminated but were not able to locate all of the malware. We explored the option of restoring a backup for the client however we determined the date of the original infection on the site to be near December 1st and we did not have a backup prior to that date.  
Since we do not provide web development work we suggested [redacted] contact a web developer for help or use a popular service geared towards cleaning hacked websites.
Requests for compensation were not granted as these problems originated with the website directly. There were no service issues which caused the site to have problems.
We will continue to work with [redacted] and are watching her support ticket for updates.

We truly understand the frustration the current situation has brought to this customer.  We are working with him via internal ticket ID:  [redacted]  This is being handled by Senior Escalations Staff and we will continue to work with the customer until it is resolved.

Greetings,We'd like to start by apologizing for the frustrating start with our company. After review of the situation unfortunately it seems the full issue was not properly stated. We do actually offer a site builder with our accounts, however we have recently experienced an issue where...

the service was not functioning. This issue has since been corrected but regrettably we see that Mr. ** has since canceled his package and received a refund.We apologize again for the trouble getting started and appreciate the chance to clarify the situation.

To Whom It May Concern,We respond as follows to this complaint.On October 28, 2015 [redacted] contacted Arvixe support advising the hosting would be cancelled and moved to a different host. An Arvixe agent advised the account could be cancelled immediately, and a partial refund for the...

remaining time was offered. The client responded by stating "the issue was resolved" and the Arvixe agent understood that as no further action being necessary.The hosting plan remained active following this contact on October 28,2015, and the client followed up again on April 11, 2016 stating their sites and content had been redirected to another hosting provider and requested a refund for the remaining term : April 11,2016-July 24,2016 (3.14 months or $405.60 @ $129 per month).[redacted]'s representative ([redacted]) was informed of our Terms of Service and the refund policy stating service refunds are only offered within 60 days of the account acquisition date. Being outside this window, an account credit may have been offered upon cancellation, however no cancellation was completed and the hosting services remain active to this date. As a courtesy, we have honored the partial refund request - however due to the time that had passed a refund would need to be sent via PayPal.On June 27, 2016 we contacted the client by phone at [redacted], offering a partial refund from the date of the cancellation request, the client will reply on ticket [redacted] indicating the correct PayPal address for the refund to be applied. (the account MUST be cancelled as part of this transaction). This resolution was deemed acceptable by the client's representative.Regards,Arvixe Customer Relations

Complaint: [redacted]
I am rejecting...

this response because: I have given them the account information AT LEAST 3x now. It is under Jared Santas. the domain is www[redacted].org.  
Here is the email where I gave them this.Sent Monday Nov 2 at 10:09AM
 
Mon, Nov 2, 2015 10:09 amRe: [#WME-941-71250]: Revdex.com Complaint From [redacted] [email protected] To support [email protected]
[redacted] The account is under [redacted]. the domain is www[redacted].org. I am authorized to speak on behalf of this account. [redacted]
Regards,
[redacted]

At the time of the last update from [redacted] she was still having issues accessing our client portal. We corrected that and were then able to address all of the clients remaining problems. They have full access to our client portal and complete control over their domains. We have sent two inquiries asking the client if they need further help in gaining access or transferring their domains on 1/7/2016 and 1/11/2016. Neither of these received a response. We believe all the clients issues have been addressed and resolved at this time.

Good Evening,We were sorry to hear Mr. [redacted] did not wish to renew these domains, however we would like to clarify a few points mentioned in the complaint. To begin, please note that once a domain has been renewed, it cannot be "un-renewed" so to speak. Having said that, we do see that Mr....

[redacted] disabled auto-renewal of his domains, however this was after the charge had already gone through.In regards to the e-mail notices sent, the notice referenced was not the first notice we sent, and must also point out that each of these notices includes the following disclaimer, "Note: if you have a credit card on file with us, or an active [redacted] agreement, and have set up recurring billing, your domain will NOT expire. Don't fret! If you have questions about your account please contact support."As there was an automatic payment method saved on file, the domains were automatically renewed. We apologize for the trouble, however as we did notify Mr. [redacted] prior to the renewal, there would be no refund due. Moving forward we see that the domains are no longer set to auto-renew so they will expire and no longer be charged. If we can provide any further clarification on these points, please let us know.

Greetings,We were sorry to hear about the trouble with the domain transfer and as the domain was now available, we made sure to immediately secure the domain under Mr. [redacted] account at no further cost. This domain is now available for management through the billing system and has been...

pointed to the related hosting package, but if we can be of any further assistance, please let us know and we'll be happy to help.

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 were able to setup the correct SPF records for the client however at that time they desired to cancel their account and receive a refund as offered by our 60 day guarantee. We granted that request on 1/20/2016 and refunded their full renewal cost of $464.40. At this time that hosting account is closed and we believe all issues have been resolved but will gladly work with  the client further if needed.

Arvixe Revdex.com Complaint # [redacted] (Originally filed 5/29/2016) Greetings,  We are sorry to hear that Mr. [redacted] was having issues with our services back in 2016 and we sincerely apologize for the substantial delay in responding to this complaint. Our current management team was...

not involved in these complaints prior to August of last year and we are now able to go back through the older complaints that had not been resolved.  After review, it appears the issue reported was due to the domain name not being renewed as the domain was not elected to be automatically renewed. Unfortunately unless our customer elects to select the auto-renewal option, the domain will not be renewed automatically and can be registered by any party once it has expired.  Once again we do sincerely apologize for the delay in addressing this complaint and if we can be of any further assistance, please let us know.

After receiving [redacted] complaint we located several replies to automated messages in our helpdesk. We confirmed the client's desire to cancel on January 28th and closed the...

account. No payments had been processed at that time, only renewal notices had been sent out. We removed all pending invoices and have had no further communication from [redacted] since 1/28/2016. We are continuing to monitor the support ticket should any further help be needed in the future.

Complaint: [redacted]
I am rejecting this response because:I responded twice to your answer mentioned here, from gmail, and it seems you have email issues.Attached are both responses to:[redacted]Escalated Support Manager Arvixe.com
Regards,
[redacted]

Thank you for contacting us. For your records, the details of the ticket are listed below. When replying, please make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately....

   Ticket ID: [redacted]    Subject: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted]    Department: Support You can check the status of or update this ticket online at: https://support.arvixe.com/index.php?/Tickets/Ticket/View/[redacted] Kind regards, Arvixe Web Hosting

We are very sorry for the difficulty the customer has faced with his account.  We are currently working with the customer via internal ticket ID:  [redacted] and will continue to do so until this is resolved.