Arvixe, LLC

We are very sorry for the difficulty the customer has faced and are never pleased when someone chooses another hosting partner.  The customer has transferred her hosting to another provider and the server appears to be working for her.  We have reached out to offer any assistance we can to...

finalize any transition details she may face including her domain name if she desires.  The customer is encouraged to contact us if she has any questions or we can assist in anyway.

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.

Complaint: [redacted]
I am rejecting this response because:They did not restore my financial loss and the messages I get are automated and have been responded to without a follow up.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The issue has only partially been resolved. Assistance was initially requested several months ago, not on Feb 9th as stated. I had requested a new SSL certificate for the hydrapuffvapes.com domain. Every time I contacted Arvixe, I was told that it would be installed within a day or two. I would wait weeks with no sign of progress, then contact them again. This happened at least five time, probably closer to ten! 
 I've now been forced to pay $450 to Godaddy for a hosting package which includes all of the things I require for my website. I'll have to pay them a further $200 to move my website to their hosting space. I am extremely dissatisfied with Arvixe and I will be sure to make my story heard loud and clear across the web!
Regards,
[redacted]

Mr. [redacted] was first contacted on February 9th regarding the high CPU usage originating from his account. To protect the other clients on the shared server where his account resides it was suspended. We worked with Mr. [redacted] to get his domain setup with clloudflare, a service which can often aid in...

lowering site load and protect against DDOS attacks. The site was restored February 11th. On the following day there was another incident with Mr. [redacted]’s account and it was again suspended. We supplied a full list of logs showing all running processes for investigation. We restored access to the account on February 19th with the exclusion of global web access. On February 19th we requested Mr. [redacted]’s IP address in order to allow him exclusive access to the site for troubleshooting while protecting our server from any further load spikes. No reply has been received to that request sent through our support ticket [redacted]. After receiving the Revdex.com complaint we have restored full access to Mr [redacted]’s account again on February 22nd and have been watching it for further problems. We have not received any further feedback at this time. If there are any additional issues with the site we will need to lock it down to Mr. [redacted]’s IP address so that he can investigate what is causing the site to create such high loads on the server.

Mr. [redacted] was originally granted refunds on his...

accounts however due to a processing error some of these refunds did not go through. After working with our merchant provider we were able to get the remaining refunds processed and sent to Mr. [redacted] on March 4th. We have had no further requests from him at this time.

Complaint: [redacted]
I am rejecting this response because:
It seems that, while one of their servers may have had issues, that was not the case for this latest problem. My Arvixe account is still suspended. The fact someone in management told me it was due to a server issue without actually checking shows exactly what I've been dealing with. Another person temporarily unblocked my account but I was still unable to delete the email that has been compromised by a third party and locked from deletion by Arvixe. Now no one is responding and my account has now been suspended for a third time because of it. Once again, I would like to pursue a full refund. Any and all email records, websites and files I have paid for to keep since 2009 are pretty much gone and useless, so I would like to get all of my money back because of that.
Regards,
[redacted]

Good Afternoon,Thank you for allowing us the time and opportunity to address Mr. [redacted]'s concerns.We went over Mr. [redacted]'s support request and unfortunately found that this situation was not handled to our satisfaction either. His sites were not working was due to an issue with the SSL within the...

sites not functioning correctly, and it is unusual for this type of issue to require more than one response to find the final resolution. At this time the issue has been resolved and we will be offering Mr. [redacted] a credit for the delays he has endured and will be working with the involved agents to ensure that these issues are handled more directly moving forward. Again, we thank you very much for the opportunity to address and resolve this matter and if we can be of any additional assistance, please let us know.

[redacted] is correct, the renewal notices we sent were for invoices for the renewal of her hosting account. This account was still active though as there had been no prior requests for cancellation. It appears [redacted] may have moved her hosting at some point in the past but that alone would not cancel her account with us. Our support staff communicated with [redacted] through support ticket [redacted] and provided her with the steps needed to cancel the account directly from our billing system. This was not completed though so she continued to receive emails from us regarding the invoice and cited harassment. After the filing of this complaint we simply performed the cancellation steps for [redacted], removed all invoices and have now closed all of her support tickets. No further correspondence from our company will occur with [redacted] and we wish her well on her future endeavours.

To Whom It May Concern,We respond as follows to this complaint. Mr. [redacted] contacted Arvixe.com on April 22, 2016 and requested our team troubleshoot an issue with his cgi/python code. After a few replies back and forth, one of our Agents was able to determine that there was an...

unexpected and unrelated issue.On May 5, it was discovered that an email address under his account was compromised ([redacted]@geefter.com), and it was sending out numerous spam messages. As standard protocol, his account was suspended to stop the sending out of spam emails to protect the integrity of our network. The ticket was then escalated to our Abuse team on May 6th. Mr. [redacted] stated that he did not create that address and does not use it. On May 16,2016 the abuse team explained how the email address could have been compromised. We also stated that we would unsuspended his account so he could reset the password or delete the email account himself. As standard protocol, the minute we sent the reply, the ticket went to an "On-Hold" status which closes the ticket if no response is received in 48 hours.On May 18, 2016 Mr.[redacted] replied to the ticket letting us know he was still locked out of his account. This reply did reopen the ticket; however, 12 minutes later he also replied to the Ticket Survey and the act of doing so then Closed the ticket. This was unfortunate as the this appears to be a glitch in the system and something that directly impacted Mr. [redacted].We truly regret this happened and understand that [redacted] had no way of knowing that would would be the result.Mr. [redacted] cancelled his account on June 7th in ticket MWE-[redacted] He asked for a refund for invoice [redacted] ($28.80 USD). While in the Revdex.com complaint he requested $36, our records indicate he only made a payment of $28.80.On June 27, 2016 we submitted a full refund for $28.80 which should return to his account within 3-10 business days.Per our terms of service, we do not offer refunds for accounts that are older than 90 days. However, based on Mr [redacted]'s experience we issued a full refund as a gesture of goodwill.Regards,Arvixe Customer Relations

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]

Greetings,We are sorry to hear Ms. [redacted] no longer wished to renew her hosting package, however we do make it very clear during checkout that the account will automatically renew unless the customer removes their credit card or requests cancellation. Example : Introductory prices apply to the...

first term. Money-back guarantee applies to hosting and domain privacy. All plans and products automatically renew unless you cancel.Your plan renews September 12th, 2019 @ $168.00.The renewal will be for the same term length and at the regular rates reflected in your Customer Portal. The payment method you provide today, or we have on file, will be used for renewals, unless you change it or cancel. You may cancel at any time by contacting customer support athttps://chat.arvixe.com.At this time we have reached out to Ms. [redacted] to offer a refund but due to the age of the payment, we are no longer able to reverse the credit card payment. As such, we have requested a PayPal e-mail address in order to submit a manual payment. We have not yet received this information but will continue to watch for any updates.

After receiving [redacted] complaint we investigated...

and found that while he was outside of our usual 60 day refund window he was much closer to the start of his term than the end. Given the issues he had encountered we agreed that granting him a prorated refund was the best for his situation. On February 12th we sent $59.50 directly to Mr. Mathers paypal account. We have had no further feedback from him since that time and expect the matter to be resolved.

Good Morning,Unfortunately Revdex.com complaints are not considered a verified source for requests such as data termination or account termination. As such, we will be unable to fulfill this request at this time. Please note that agreement to the new terms of service does not mean agreeing to additional charges or service. Additionally, we have reached out via e-mail to request confirmation of the request to cancel and have not heard back. Once we have received written confirmation via our e-mail communication, we will be glad to process this request.

Hello, 
 
I have reviewed your support ticket [redacted] regarding your domain einkeremwonders.com. As noted there your payment...

for this domain was received and the domain renewed correctly however since you have no hosting services with us your name servers were not setup properly. I updated the name servers under this domain for you to match the rest of your domains and I suspect that will correct your problem. Please respond back to that ticket if further help is needed.

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.

Good Evening,We were sorry to hear of the unwanted renewal and we would certainly like to determine why the auto-renewal setting was not disabled during the conversation mentioned. Our initial attempt to locate the call has been inconclusive so we have reached out to Mr. [redacted] to request a bit...

more detail on when that call took place and from what number. Should we find that a staff member confirmed the domain had auto-renewal disabled, we will of course be more than happy to issue a full refund for the renewal. We appreciate Mr. [redacted] for giving us a chance to investigate this experience and will look forward to hearing back from him.

Complaint: [redacted]
I am rejecting this response because:No effort was made to retrieve my data at all. They just told me I would get a refund and they were cancelling my hosting account. They clearly made no effort to keep my business or even resolve my problem.  I did receive my refund as they stated but lost hundreds of dollars on my project as well as losing my client. Recovering the small portion of money I paid for hosting will not make up for the financial and technical damage ARVIXE caused me.  They lost a long time customer aservice well as any referral I would ever consider giving.
Regards,
[redacted]

Arrive is the most dishonest business I've ever seen. After we punched 2 years of hosting in advance, they put us on the slowest server that had issues literally every other day. After a year of suffering and Arvixe inability to help, we moved to a more reliable service. That was March 2015. We spoke with Arvixe and was assured that they canceled our account. They've never refunded for the unused year, but promised $20 credit. The credit was never issued AND we received a new invoice in March 2016!!!! We were told the account was never closed and that's why we were invoiced. Ok, we went with cancellation once again, spoke with Arvixe 3 times and was assured that all is closed now. Guess what? We were still automatically charged yesterday 4/15/16. Nobody responds to emails or pick up the phone. This company has no ethical standards.

After receiving this complaint on 1/12/2016 we worked with [redacted] and had his account closed and refund processed on 1/13//2016. We have received no further communication from [redacted] at this time and consider the matter resolved. We will continue to assist [redacted] should he have any requests...

for us in the future.