Arvixe, LLC

[redacted] was granted a pro-rated refund on 2/15/2006...

of $35.20. We followed up with him on 2/23/2016 and [redacted] confirmed that the matter is now resolved. We will continue to watch his ticket in the event he needs more help in the future.

Complaint: [redacted]
I am rejecting this response because: They paid me as if they 'hired me' for services instead of a refund, costing me fees on 2.9%  to receive their refund.  
Regards,
[redacted]

To Whom It May Concern, We respond as follows to this complaint. About a year ago, Ms. [redacted], signed up with Arvixe web hosting and did get a free domain registration with the purchase of her hosting package. Since the domain was hers for the time, she had the right to transfer it to another...

registrar and it appears she has done so. We do see that auto-renew for the domain was turned off, regrettably our billing system went on to charge the $9.99 (invoice# [redacted] Domain Privacy Protection fee on September 28th, 2016. We're happy to report that this was refunded on October 6th, 2016 and we notified Ms. [redacted] of the refund the same day in ticket [redacted]. Additionally, the hosting package renewal invoice was charged on September 19th for the September 24th semiannual renewal date. Per our terms of services, we only accept one formal cancellation method of hosting packages. Our records indicate this was done by Ms. [redacted] on September 23rd, 2016, one day before the official semiannual renewal. We're happy to report we refunded the full payment of $28.80 (invoice# [redacted]) on September 29th, 2016. We believe the funds are either directly back in her account or still in transit as the banks can take between 3-10 business days to process a refund. We are saddened to hear that her bank may have deducted an overdraft fee. If this is the case, I would like to advise she get with her bank and request the fee be waived, especially since we have refunded the very payments that allegedly caused the overdraft. In our experience, banks generally tend to extend such a courtesy from time to time. Hopefully they will do this in light of this particular situation. Altogether, we have refunded a grand total of $38.79 and we believe the issue to be fully resolved.

Hello Andrew,  I received your Revdex.com complaint today. I am sorry to see that you had some problems completing your payment. It does appear there was some error with our billing system as the funds did not appear there as being paid but we were able to locate them in our Paypal account. The...

$86.75 has now been refunded and your Paypal dispute has also been updated. please take a look and let me know if there is anything further I can do for you.  [redacted] Escalated Support Manager  Arvixe.com

Complaint: [redacted]
I am rejecting this response because:
While I appreciate the (much delayed) apology, it still does nothing to help me. I am still out a lot of money because of the time the website was uneditable. They made no attempt to fix the problem and did not even reply until over a year after I left and took my business elsewhere. I still want a refund of the money I paid for that year.
Regards,
[redacted]

We understand the complainant's frustration.  Unfortunately, since she is not an account holder with Arvixe we are unable to address these concerns with her.  We are more than happy to address them with the account holder directly.  We must verify ownership of the account through...

our verification methods before action can be taken.  The account owner should continue with any conversation they may have with our Billing Team, or reach out to them directly through [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 issue got sorted out and the company has extended my renewal for one month for the trouble caused.
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.
From: [redacted] Sent: Tuesday, March 29, 2016 3:10 PM To: info <[email protected]>...

Subject: Complaint ID # [redacted] has been resolved. The business has fulfilled their customer service requirement as of 3/28/2016 Can you take care of closing this complaint as resolved?  Complaint ID # [redacted] has been resolved. The business has fulfilled their customer service requirement as of 3/28/2016.   Thanks,   [redacted]

Greetings,We were sorry to hear about the trouble receiving support on these issues. We're certainly aware that our response times have not been what they should be and are taking steps to improve service throughout the brand. Although we were sorry to hear about the request to cancel, at this time...

we have confirmed that both the SSL purchase and recent renewal payment have both been refunded. We hope this helps to resolve the remaining concerns on the account but if we can be of any further assistance, please let us know and we'll be glad to help.

We have worked with the customer via internal ticket ID: [redacted].  The customer's desired resolution was met as well as providing documents and data needed at his new host.  We of course remain available to assist where we can in his transition and will do everything possible to...

make his transition seamless.

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]

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.

We do apologize for the difficulty the customer has faced in generating his back up.  I have updated the customer via internal ticket ID: [redacted] and provided two different back ups for the customer to download.  I will continue to follow up with the customer via email to ensure...

his desired resolution is met.

Greetings, We have recently reviewed a message sent via the Revdex.com case regarding an issue with the refund. We apologize for the delay in having your funds returned to you and we have flagged your account for review by our billing/PayPal team tomorrow. We expect this should be quickly resolved tomorrow during normal business hours but if there is any further trouble with PayPal, we will happily mail a check if preferred. We appreciate your understanding while this refund is reviewed and we will be back in touch tomorrow.

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.

Per [redacted] request we granted him a full refund on February 5th totaling $28.80 and closed his account. We...

have had no further requests since that time but are continuing to watch the support ticket and will assist in the future as needed.

I have used Arvixe hosting for 10 different websites for more than two years and, until recently, I was very happy with their service.
Then they were bought by EIG (Endurance International Group) and, according to many reviews, they let most of their support staff go.
The result is horrible. They can't keep sites running, their phone support takes >1 hour to get through, even worse for live chat and they don't respond to tickets for up to 5 days!!
My email has gone down three times in the past two weeks -- for more than 24 hours in two cases, and they just don't seem to care. Who can live with no access to email for 24 hours??

Greetings,We apologize for the trouble here and to provide more information - we recently encountered an issue on the related server which required we migrate all customers to a new and more reliable server. Unfortunately as part of this migration, our customers who were not using the...

standard Arvixe nameservers would have needed to update their DNS records to point to the new IP address. We apologize if this information had not yet been provided to Francis and have made sure to follow up to provide more detail. We have also previously credited the account for three months of service to help compensate for the trouble.We hope this helps to fully resolve the issues but 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.
I now understand why the issue was occurring and was previously aware of the shared hosting concept.  I am confident that the issue has now been resolved and thank Arvixe for the efforts in reaching a positive resolution
Regards,
[redacted]

We contacted [redacted] and provided him with a full refund of his most recent renewal totaling $69.95 on March 8th, 2016. We have had no further requests from him at this time but are continuing to monitor his support ticket should further assistance be required.