Arvixe, LLC

We would like to apologize for the difficulty the customer has faced.  We require all cancellations to be in writing per our Terms of Service.  The customer's account and pending invoice was cancelled on 04/04/2016.  Should the customer require any further assistance we remain...

available to assist.

[redacted] contacted us on January 20th to report issues he was having with his website. On February 4th we received his request to cancel and be granted a full refund on his account. While we usually only offer refunds on accounts that are less than 60 days old, we felt the circumstances of [redacted]s problems warranted a full refund of his last payment of $27.95 which had been billed on September 3rd. We were not able to directly refund that payment to the original card used due to the time which had lapsed, so we requested a paypal address and send the funds to the address provided on February 15th. As requested we also supplied [redacted] with a full backup of his account on February 4th. At this time The account is closed however we are continuing to monitor the support ticket should further help be needed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable (although not satisfactory) to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because they aren't restored my data and still my sites is down.. they lost all data of my sites and I got huge lost like investment on my sites for content writing, web-designing and SEO services.. I spent more then 800$ on my one site and almost 2 months of time. 
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.  
The business has made efforts to resolve a partial refund to satisfactory conditions.  I am now awaiting the partial refund.
Regards,
[redacted]

To Whom It May Concern,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.

Complaint: [redacted]
Here are the details you have requested:
Username:  [redacted]Password:  [redacted]Email Address associated with arvixe account:  [redacted]_____________________Ticket ID: [redacted]Details of ticket:Cannot log into their control panel via either http://cp.globalmagnetics.com nor via http://cp.saffron.arvixe.com Cannot log into their FTP account  using normal FTP softwareCannot process their contact form…  it either goes into a non-stop spin, or generates a 500 errorWe are also dealing with multiple email failures on that account.Registered email: [redacted]Password: [redacted]Registered email: [redacted]Password: [redacted]_____________________Ticket ID: #[redacted]Registered email: [redacted]Password: [redacted]
Regards,
Linda Norton

Complaint: [redacted]
I am rejecting this response because:1.
The statement "Customer filed a charge back with his payment instrument"
is not true, I only called my credit card company for refund. My credit card
company informed Arvixe/EIG but no one responded (just like before, they don’t
care). There is no proof that the charge back fee was occurred, and it’s not
from my financial institution or me. 2. For common business practice, penalty only put on someone who did wrong
thing. It’s you, not me (My understanding the charge back penalty is for
customer didn't pay or check bounced, but I fully paid and the money
was in your account.)  If there’s any charge back fee, that’s because
Arvixe failed to deliver the product/service and didn't answer the refund
request. It's not reasonable to punish someone else for their own
fault. You can write anything in your agreement, but if it is not a fair
term, the term is not valid. Maybe you misinterpreted or abused your term.
Since you mentioned agreement and terms, you may want to check the CFR and
The Authorities (U.S Code) tabs in this link too[redacted]3.
Attached is just the small part of complaints about Arvixe/EIG that I collected
from Internet. You should read them. Don't you feel guilty about what you have
done (damage) to your customers? Have you ever think of compensating your
customers for their loss instead of asking them to compensate you? A business that
cannot reflect will have no future. I'm waiting for your wise action. The domain name cannot be accessed for about 1/4
of a year (suppose $9.95 is for the whole year usage), not to mention other
damages cost me due to your business practice. Free stuff should not have any
hidden fee. You should release my domain name at once.
Regards,
[redacted]

I got very bad support from Cameron, in affiliate department.

He tried to fool me and make me like an it. He lied about the affiliate rule and tried to point out that it’s my mistake so I did not get paid. Obviously, I did everything right. He only knows how to protect himself but doesn’t know how to solve the problem. He doesn’t even care about company reputation.

In addition, his communication is slow as hell. Is this how you train your support?

Support Ticket ID: APW-479-88003 if anyone can access to it.

To other customers, you need to be extreme patient when you get support from Arvixe. This company has F grade on Revdex.com which reflect their support quality.

To management team, you are wasting money with useless staff that doesn’t do anything except ruining the company.

Good Afternoon,We are sorry to hear that Ms. [redacted] has been having issues with canceling her account and would be happy to process her cancellation request to close the account for her, however, before we do so we do need her to submit a cancellation request through the billing system. We...

apologize for any inconvenience this might cause, however this helps ensure that the cancellation request is from the account owner. The process is fairly simple to request the cancellation and we have included the required steps below:1. Login into your Customer Area: [redacted]2. 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.Once this cancellation request is submitted we will process the request and terminate the account along with deleting any open invoices. If Ms. [redacted] is unable to complete that cancellation request for any reason, we have sent an email to the primary email address on the account that she can reply to to confirm her request to cancel the account.We do apologize for any inconvenience that this situation might have cause for Ms. [redacted] and will be happy to work with her to ensure that this request is completed in as expedient a manner as possible once we confirm the request has been submitted by the account owner.

We are working with the customer/account holder via ticket [redacted] and will continue to do so as needed and a resolution is met.  Customer should use that ticket to communicate with Arvixe.

Since receiving the complaint from [redacted] we worked with her on 1/10/2016 to submit her domain renewal and purchase two additional domains.  We have reset her billing...

details so she can access our new billing system. Per [redacted]’s requests we added ID protection on her two new domains on 1/11/2016 and removed her credit card details from our system on 1/13/2016. There have been no additional requests but we have sent a follow up inquiry to make certain all issues have been addressed at this time.

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 although extreme measures were needed to get any attention for my situations. One refund was forced by my credit card company after Arvixe denied refunding several times. 
Regards,
[redacted]

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 have reached out to the customer via internal ticket ID: [redacted].  We are more than happy to move forward with the desired resolution but we must verify account ownership.  Once account ownership has been verified, the refund and cancellation will move forward as desired.

Good Evening,We were sorry to hear of the troubles during the downgrade process and have assigned a member of our customer service management to work directly with Mr. [redacted] on any remaining issues. We have also approved a refund for the related packages for any unused time.We have established a...

direct line of communication between Mr. [redacted] and our management team to help escalate any further troubles and to arrange the refunds as the payments are now too old to directly reverse. If we can be of any additional assistance with this matter, please let us know and we'll be happy to help.

Good Evening,We were sorry to hear of the trouble with the related site, however unfortunately we have attempted to locate the tickets mentioned in the complaint but have been unable to find any tickets under the e-mail address provided, or the e-mail address linked to the billing account....

As such, we will be reaching out to Narendrakumar via phone to discuss this matter in more detail and to ensure any remaining issues are fully addressed.

Greetings,At this time we have approved a pro-rated refund for the unused time on the hosting package. Although our uptime credits are typically non-refundable, as a one time courtesy we've approved a refund of these credits as well. In regards to the discount credits, these credits are earned for loyalty over time and are only to be applied towards active hosting packages. As these are loyalty discounts, they are non-refundable and will only be applied towards active hosting packages. We will be back in touch to confirm these details via e-mail and if we can be of any further assistance, please reply back there and we'll be glad to help.

Greetings,We were sorry to hear of the trouble regarding renewal of this domain and have been in discussion with Mr. [redacted] on resolving this issue per the requested resolution. We will continue to monitor the related ticket and appreciate his patience during this unfortunate situation.

Good Afternoon,We were sorry to hear about the troubles with the SSL certificate and as of 1 week ago have made sure the certificate is functioning as expected. We've followed up to provide more information on how this issue occurred and have also provided a credit on the account for the...

trouble. We hope this helps to resolve the concerns raised but if we can be of any further assistance, please let us know.