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 difficulty our customer has faced We have reached out to her with internal ticket ID: [redacted] and will follow through with her until it is resolved

Greetings,We appreciate the chance to address these concerns and we were very sorry to see Mr [redacted] struggled to receive assistance with the situationOur management is absolutely aware that our response times have not met either our or our customer's expectations as of late, and continue to work on increasing our support staff to more quickly meet our demandIn regards to the issues mentioned here, we want to thank Mr [redacted] for bringing the matter to our attention as we did find an issue with our monitoring setup on his server which was intended to prevent the trouble he has mentionedWe have not only corrected this, but also corrected the cause of the issueTo provide a bit of additional information, the product in question is referred to as "Shared Hosting" which means the server is shared with multiple customersIn this case, an unrelated user was over-using the available resources on the server which caused issues for Mr [redacted] and our other users on this server.Again, this has now been corrected and we've discussed the matter further with Mr [redacted] directlyWe have received confirmation that Mr [redacted] feels the matter is resolved but if we can be of any further assistance, please do not hesitate to let us know

Good Afternoon,We are appreciate the concerns Mr [redacted] has brought to our attentionWe have had the opportunity to discuss these concerns over the phone and a full refund of the initial payment has been approvedDue to the age of the payment the refund would not be able to be issued directly but a manual refund is being sent directly to Mr [redacted] 's PayPal account

We apologize for what the customer faced with his domain registration The domain was properly registered but there was an error in the way it was pointed to his server This was corrected and as a effort of good faith, we refunded the cost for the domain name to the customer The domain will renew in one year at the established rate The customer is encouraged to contact us if he has any further issues

Complaint: [redacted] I am rejecting this response because: Did not meet the request of refunding cost of service during extreme downtime Regards, [redacted]

We are working with the customer via internal ticket ID: [redacted] We have met the customer's desired resolution and wish her the best of luck in her future hosting endeavors We remain available to assist in this transition wherever possible

Complaint: [redacted] I am rejecting this response because: I will follow up with Arvixe and gladly accept the refundHowever I categorically reject their contention that I have not been responsive to themI have spoken with their agents twice by phone about getting this refund, both times being told they were considering itArvixe is the one that has been unresponsive Regards, [redacted]

We are very sorry for the difficulty the customer has faced Due to the delays in processing his request, we have refunded the purchase prices of the SSL A Senior Escalations Manager is working directly with the customer to make sure that all issues are resolved and any new concerns are addressed immediately We hope the customer will continue to work with us as we move forward and making sure his services are meeting his expectations

This is by far the worst hosting company that I have ever worked with I have experienced frequent site outages Additionally, when you try and call support you have to wait for an extremely long period of time If you end up waiting for an hour then you just get sent to voicemail However, don't expect a call back Trying to use their online chat and ticket system is no better The last ticket I submitted took over a month for a reply, and they weren't even able to answer my question Maybe it took a month because they sent the support request to India by carrier pigeon Most of their support is handled in India by people who don't know what they are doing The company provides horrible customer service and this company should be avoided

Greetings,We were sorry to hear of the trouble with the site and have since had a chance to review the related communications in more detailUnfortunately during our reviews of the errors reported our administrative staff was unable to replicate the issues reported, however we have since followed up with Mr [redacted] and have offered a full refund of the recent renewal if so desiredWe hope this helps to meet the requested resolution but if we can be of any further assistance, please let us know

We do apologize for the issue the customer has faced The billing error was corrected on 05/17/at 13:Eastern Time Dear [redacted] ***, This is confirmation that a partial refund has been processed for Invoice # [redacted] The refund has been returned via the payment method you originally paid withPersonalClass - soundblast.me (05/01/- 10/31/2016) $USDDomain Registration - soundblast.me - Year/s (05/01/- 04/30/2017) $USD------------------------------------------------------Sub Total: $USDCredit: $USDTotal: $USD Amount Refunded: $-USDTransaction #: [redacted] You may review your invoice history at any time by logging in to your client areaAll the best, Billing DepartmentArvixe LLC

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 eitherHis 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 resolutionAt 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 forwardAgain, 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

Greetings,We certainly apologize for the trouble and delay in our response as we do work through our tickets in the order they are receivedWe are very aware that our response times have not been what they should be and we're taking immediate action to help improve the situationWe are sorry to see that Mr [redacted] has decided to cancel his services, however we will of course honor his decision and have initiated a refund of the requested amountWe have followed up via e-mail to go over these details but if we can be of any further assistance, please let us know and we'll be glad to help in any way we can

Greetings,We would be more than happy to investigate this matter but unfortunately the complaint did not include any information on where the $pricing was seenIf we could please receive more detail including a link to the page in question, we'll be glad to continue our conversation on the requested refund

Complaint: [redacted] I am rejecting this response because: I had never stated that I had made any payment so the response does not address the issue I raised which was that I requested an invoice cancellation statement to enable our accounting system to be correct i.ethe invoice has been entered and requires credit/cancellation so that it can be closed Regards, [redacted]

We are very sorry for the situation the customer is in The customer was notified on April 11, 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 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 accountsOur 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 maintainAt 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

Good Evening,Thank you for the opportunity to review and address the concerns of Mr [redacted] .We have emailed Mr [redacted] the statement of invoice removalThis should satisfy his records as proof that the invoice is no longer outstandingAlthough there are no payments due, please also note that we do not report to creditors or collection agencies.Thank you again for allowing us time to address this concern and if we can be of any additional assistance, please let us know

Complaint: [redacted] I am rejecting this response because: I responded twice to your answer mentioned here, from gmail, and it seems you have email issuesAttached are both responses to: [redacted] Escalated Support Manager Arvixe.com Regards, [redacted]

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]