Arvixe, LLC

[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.

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.

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]

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]

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]
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

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.

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.

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]

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.

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.

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 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.

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.

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.

Complaint: [redacted]
I am rejecting this response because:Arvixe's actions were ILLEGAL in California. California law does NOT ALLOW BUSINESSES TO AUTO RENEW BY DEFAULT. ARVIXE IS VIOLATING CALIFORNIA LAW. Per the law..."the company has to obtain affirmative consent before charging a customer's account."Arvixe did not receive my consent. Arvixe never provided any notice of the transaction, before or after. I have contacted my credit card company. They assured me that Arvixe could issue a credit refund. I did not use paypal. I have advised Arvixe of this information. Notice their dishonest claim hat they are waiting for my reply. Further, they cannot be trusted. Their employees admitted that they charge accounts if they have account information. They cannot be trusted with paypal information. Arvixe can send the money via a check to the Revdex.com who can forward it to me. arvixe cannot be trusted.
Regards,
[redacted]

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.

Dear Revdex.com and Mr [redacted],Thank you for your time in responding to this matter, and we apologize for the time taken for this issue to come to a head. Due to issues caused by Hurricane Harvey, our staff has been light which has caused a delay on response time. While this reason isn’t a...

completely justifiable excuse, we do thank you all for your patience in this matter.Currently, Mr. [redacted] is experiencing email issues for his domain [redacted] which he states is causing an impact on his business. The issue is real, causing emails with attachments to generate but fail to send. While we were able to create a fix for this issue in May of this year, it has occurred again at greater effect, causing all users contained at the server to have this issue.At this time, we have formulated an alternate solution, offering our customers residing on the affected servers to a new Plesk based server. We made this offer to Mr. [redacted] on Sept. 9th, also offering to escalate and place him in front of the queue since he has been dealing with this issue for sometime now.While this would take some time in migrating Mr. [redacted]’s files, this shows to be the most quickest path to resolution since our administrators are still working on a patch to resolve the email issue.Again, thank you for your time in this matter, and we thank you all for your patience and look forward to answering any questions Mr. [redacted] might have before moving this forward.

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.
It appears my situation has been taken care of. Please see the email below from...

[redacted]Hello Lee, After receiving your Revdex.com complaint, I have gone through your account to ensure that everything was canceled out, and you were removed from the mailing lists. Everything is canceled out, and I see that you have disabled auto renew on your domain, to keep it from renewing. I also verified that you were removed from the mailing lists. The only emails you might receive will be for your domain expiring, these come from the registrar, and we can not stop them from coming in. They will stop after your domain expires on 10/05/16.I also noticed that there were some credit card details stored in your account, so I went ahead and removed those from the system for you. Please let us know if there is anything else that we can help you out with, and we will be happy to take a look at it for you.Regards, [redacted]ArvixeCustomer Service Manager
Regards,
[redacted]

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.