Arvixe, LLC

We worked with the customer through internal ticket ID: [redacted] and will continue to do so.  Customer is making changes to his hosting program and we will continue to assist as needed to make those changes and transitions as seamless as possible.

We are very sorry for the situation the customer is in.  The customer was notified on April 11, 2016 of a violation of our Terms of Service regarding back up data and files being stored on the server not associated with the website.  While our business plan does allow for unlimited...

storage for website files, it does preclude using the server as a storage device for files not associated directly with the website.The customer had over 50GB of data stored outside of the directory structure of the website.  Please see out Terms of Service at http://[redacted]
The customer was given 24 hours to communicate with us regarding this specific issue.  When no communication was received his account was suspended and the data removed.  In the interim the server was decommissioned and active accounts moved to new hardware(chassis).  Once the customer contacted us, all traces of the old server were removed including any back ups of older accounts.
Our Terms of Service clearly indicate that our back ups are for disaster recovery and there is no guarantee of availability for an account restore.  The Terms of Service further state that back ups of active websites are the responsibility of the customer to maintain.
At this point, we do not have any copies of the customers files available.  It does appear that the customer has transferred hosting to another provider and we are more than happy to assist with any transition we are able to.

Upon receiving [redacted] complaint we began investigating and found an SSL issue with his main site and some DNS records that needed correcting. After correcting those there...

was also an issue with his BIND service. We assisted [redacted] with these problems and also granted him a full month credit on his VPS totaling $54. The last reply we received from [redacted] was on February 4th. We sent a follow up email on February 11th but have not gotten a reply so we can only assume the matter has been resolved. We are continuing to monitor the support ticket in the event further help is needed.

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.

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.

We are very sorry for the delays and difficulty the customer faced while trying to transfer his domain to another Registrar.  Ultimately the problem was with an incorrect code from the Vendor.  We contacted the vendor on 04/04/2016 regarding the issue and a new code was issued on...

04/05/2016 and provided to the customer.The customer received the code on that date and provided that it appeared to work at his gaining registrar, Go Daddy.
Our vendor does not release domain names to gaining registrars for 5 days in compliance with ICANN regulations and directives.  The domain was successfully transferred to Go Daddy at [redacted] and is now managed there.
We fully understand the frustration this has caused our customer and apologize for the delays he experienced.  We stand ready to assist the customer any way we can to help facilitate his transition to his new hosting provider.

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.

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.
Email is now functioning, but the large mailbox was not really the issue.  Since the migration, the mail server could not be used at all for days, and then when it could, it was unusably slow (unlike prior to migration), and worse, the server was blacklisted so that any email that did get sent was rejected by every domain it was sent to.  This was the state of the "completed" migration.  It was days before I could get a response from arvixe that they even acknowledged a problem.
Arvixe should at the very least post a notice when things are not going according to plan, they are behind schedule (as they were), or they are unable to respond to tickets in a timely manner.  Lack of communication, even in this case, is a larger problem than the technical difficulties being faced. I do not believe Arvixe understands this yet.
Nonetheless, my requested resolution was simply to "finish the job", and since email is now working, I am accepting the resolution.
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 except that the excuse that the gave, busy holiday, does not hold water.  Reviewing sites such as Revdex.com, [redacted], [redacted], show that there service is lousy not matter the time of the year.  I have not seen one positive review since they were acquired.  They used to have great service which is why I chose them. I was a happy customer for years. Now I am moving all business to others.
Regards,
[redacted]

Good Evening,[redacted]' signed up with us on April 23, 2016 and paid us $134.40 for a 24 month cycle PersonalClassPro hosting plan . On April 30, 2016 he created a ticket stating the servers disk space was full. This issue was resolved in under 13 hours. [redacted] also reported issues on May 8, May...

31 and July 20. The resolution times ranged from 11 to 13 hours, though one of the issues did take up to three days to resolve. On August 1st, another ticket was created and we regrettably were unable to replicate the issue stated. We informed [redacted] on August 17 that we saw no issue at the time and that is when he informed us of his intent to close the account immediately.While our terms of service does not allow us to provide a refund for his cancellation, as a gesture of goodwill, we have approved a prorated refund for the remaining prepaid time. We submitted the refund for the remaining unused time on August 23rd, 2016 in ticket [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.
Please ensure that future biennial renewal bills will be at the promised rate of $3.20 per month, charged as $76.80 per each 2-year renewal cycle.
Regards,
[redacted]

Good Afternoon,We've since had a chance to investigate this matter in more detail and see that we did indeed find that this account was hosting Phishing content which means it was making attempts to gather visitor's information inappropriately. In this cases we do need to take immediate action to protect visitors and issued a suspension as this type of content is against our terms of service. At that point we issued an e-mail notification but unfortunately Mr. [redacted] had provided us with an e-mail address under the same domain that he was hosting with us. This meant that once we suspended the account, his e-mail address stopped working. We always advise to use an address not associated with the account but unfortunately some do slip through the cracks as we do not constantly police the e-mail addresses customers provide to us.Although the account did violate our terms of service by hosting phishing content, as a courtesy for the communication issues we will be refunding the amount discussed. We've been back in touch via e-mail to confirm this information and will continue to assist there as 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]

To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] contacted us on May 22, 2016 to report intermittent host connectivity issues reported by Pingdom. A technician rebooted the server in an attempt to bring the sites up, which did not alleviate the situation. Pingdom reported...

99.77% uptime in the period from April 8th to May 21st, 0.13% less than our uptime guarantee of 99.9%. Pursuant to the Arvixe Terms of Service, this would qualify for a $0.078 account credit based on the reported downtime. The issue was first escalated the same day in ticket [redacted].In consideration of the client's experience and the support issues indicated in ticket [redacted] and [redacted], an account credit for $60 was provided as a courtesy.On June 27, we contacted Mr. [redacted] and left a voicemail. We also updated his ticket to acknowledge of the issue and alert him of the credit provided.Regards,Arvixe Customer Relations

Greetings,We were sorry to hear of the trouble resolving the issue with renewal of the SSL certificate, however if the related hosting package was previously canceled, the renewal notices do not always continue if the products were previously linked. We'll be looking into this situation and...

apologize for the trouble Ms. [redacted] has experienced. Although we do continue to employee agents within the US, there are often issues, such as SSL installations, which are not supported over live chat due to their complexity. We continue to work to improve our response times on support tickets issued from our live chats and have escalated Ms. [redacted] situation for further review as we have not found a payment within 2017 for renewal of any services. Should the SSL have been paid and not issued, we will gladly issue a full refund for the product. We will be reaching out to Ms. [redacted] tomorrow to discuss further and look forward to reviewing the situation in more detail.

To whom it may concern,We respond as follows to this complaint.In march of 2016, Mr. [redacted] did infact cancel his hosting package and we confirmed his cancellation in the billing system the same week. Regrettably, while the billing system shows the account is canceled, the server was left online...

due to a glitch in the API command that communicates with the server. We sincerely apologize for this oversight.Regarding the tickets that Mr. [redacted] opened, we can confirm that one was misinterpreted by our staff and we are terribly sorry this happened. While the lack of example emails demonstrating the issue led to an incorrect assumption, we apologize for not seeking further clarification in that instance. Another ticket was on track to a resolution and we did reply to ticket [redacted] on November 14th, 2016 at 4:55 PM Central time stating our accurate understanding of the issue. Unfortunately, when we requested confirmation, Mr. [redacted] must have missed that reply as we never heard back, and instead a new ticket was created. As per most ticket systems, information from previous tickets do not automatically carry over to new tickets, hence this brought the issue back to square one. Also, a third ticket was created and much to our dismay it was closed without a resolution as Mr. [redacted] stated. However, a fourth ticket was still open and it was addressed on December 7th confirming the removal of his email address and the decommission of the old server.We're happy to report that Mr. [redacted] should no longer receive emails from this server as of today. This should provide immediate relief to his email inbox. We would like to thank our former client for the opportunity to serve him in the past and wish him all the best. We believe this issue is now resolved.

Good Afternoon,We appreciate the chance to resolve this concern and see that previously an account credit was provided however we understand that a refund is preferred which is not a problem. The only issue is that our credit card payments can only be refunded within 3 months so we've...

attempted to reach out to Mr. [redacted] both via phone and e-mail but unfortunately have not heard back. If Mr. [redacted] could please reply back to our most recent e-mail with his PayPal e-mail address, we will be glad to get the refund of $36.00 sent.

We contacted [redacted] on January 21st and provided him a full refund of all fees paid totaling $69.99 and have closed his account. We have been following along with his support ticket to determine if any additional help is needed but have not received any further communication since the 21st. We...

will continue to monitor this issue and assist [redacted] in any way needed.

Complaint: [redacted]
I am rejecting this response because:Although tose email addresses on the mksalesdirect.com domain are now working, they have not answered my questions about IP address changing. If it is static or why they changed it. We CAN NOT have this changing randomly because every time it does. the email addresses to that domain name do not work. So until they answer my questions I have concerning this and they have a solution to keep the settings the same on their end, I do not see this issue as resolved!
Regards,
[redacted]

The management team is sorry for the concerns the customer has.  Customer is currently working with one of our Senior Technicians to address and resolve any issues remaining and will continue to do so until resolved.  Customer has indicated his desire to transfer his hosting to another provider and the management team will assist the customer in any way they can to accomplish this goal.