Arvixe, LLC

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

Arvixe is a web hosting company. My main business web site has been down for 6 days because of Arvixe's servers. I have submitted multiple support tickets and called many times. The people that answer the phone can only review what the status is of a ticket they say. There is no way to contact anyone except the people that answer saying the ticket shows it is being worked on. They are still charging me money yet my site is still down. There is no billing dept to call. In my opinion Arvixe has the worst customer service and the worst hosting service ever. Businesses like Arvixe should not continue to be in business.

I sincerely apologize for any inconvenience regarding your account and renewals. We absolutely understand the frustration surrounding any unexpected or duplicate charges. We have looked into your account, and we do show that you were setup for credit card payments which are automatically recurring...

under our system. Additionally, we show two payments were made in March but for two separate billing cycles, so they were actually not duplicate; Invoice #[redacted] was paid quite late in early March, and Invoice #[redacted] was paid in late March per our standard billing schedule. If you feel there were other specific invoices that you'd like us to look into regarding duplicate payments or errant charges, please do let us know the specific invoice numbers so we can investigate further.   To help ensure customers are aware of invoice payments coming due, we also send notifications prior. Our logs do show we sent the following emails to you regarding your invoices and their payments since the beginning of the year:  04/27/2016 10:02 Credit Card Payment Confirmation 04/18/2016 00:11 Customer Invoice 03/29/2016 03:32 Credit Card Payment Confirmation 03/21/2016 05:07 Customer Invoice 03/11/2016 08:26 Credit Card Payment Confirmation 03/07/2016 01:23 Second Invoice Overdue Notice 02/17/2016 00:11 Customer Invoice 01/27/2016 04:54 Credit Card Payment Confirmation 01/19/2016 00:14 Customer Invoice   The Customer Invoice notifications make sure to indicate that your payment method was Credit Card, and also included this message to ensure you're aware of upcoming automated payments: "Payment will be taken automatically from your credit card on record with us."   As mentioned above, when a payment method is selected as credit card, the payments are automated unless a cancellation request is submitted for the hosting package or if the credit card information is removed from the account. Unfortunately, I don't show that we received communication regarding either of these, and as such no refund is due.

We last communicated with [redacted] on 4/8/2016 when we canceled his VPS as requested and returned his credit which was used to pay for the most recent renewal. At this time we have had no further requests from [redacted] so we assume the matter to be resolved.

Complaint: [redacted]
I am rejecting this response because:
I did file a complaint within their system. The ticket number at the top of my screenshot clearly indicates so. It took them 6 months to respond to that ticket and the only way they did was because I contacted the Revdex.com. I accept their refund, which has been processed. I received notice of that through paypal today. 
As of yet, I have not heard any type of apology or acceptance of responsibility that something did occur. I accept the refund. I do not accept the attitude. My complaint I'd like to be made public and official and I'll continue to give them poor reviews online for their service to almost anyone who will listen. 
Regards,
[redacted]

Greetings,We'd like to start by offering our apologies for this frustrating situation. Unfortunately following emergency maintenance on Mr. [redacted]'s server, we encountered an issue which required a restore of his content. Although we wished this process had gone smoother, issues arose and we needed...

to move the account to a new and more stable server. At this time we have completed the necessary work to restore the content and have followed up via ticket [redacted] with more information on how to resolve the remaining issues with the sites.Although we understand much more has been requested for the downtime, we had previously provided 3 month of service free of charge. Due to the resolution taking longer than we expected, we have added 1 year of credit to the account to cover his services well into 2017. We appreciate Mr. [redacted]'s patience while this emergency work was completed and if we can be of any further assistance, please let us know.

Complaint: [redacted]
I am rejecting this response because: I would like to believe Arvixe is sincere in their response and am happy that they refunded a little over half of what I am out because of this situation. However, there is no "allegedly" about the overdraft fee I was charged by my bank. It did occur. And if Arvixe was sincere about its attempts at correcting their billing problems, why are they still sending me "overdue" invoices on my account? I've received four such emails since filing this complaint.
Regards,
[redacted]

Complaint: 11101584
I am rejecting this response because:
Regards,
[redacted]
 
This is not true I have been in contact with this business thought a third party who acted as an intermediary since they knew someone there. The issue has been fixed as of the 27th they never formally contacted me except for a simple email asking me to re set my password. I have reached out to them on two other occasions before the 27th and never got a reply. They never acknowledged a problem or issue until they "magicly" fixed it. They have not responded to any of my inquires for compensation during our down time. Very poor customer service on there part. They never acknowledge a problem and I have to go though a third party who happens to work there to get them to fix a problem they caused.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution (full refund) is satisfactory to me. Although, I would never recommend doing business with this business.
Regards,
[redacted]

We do apologize for the delays the customer faced when updating his MX (Mail Exchange) records for his domain.  The records were successfully updated and acknowledged by the customer on March 20, 2016 @ 5:08 AM.  We remain available to assist the customer in any way moving 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.
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.
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]

Greetings,We certainly apologize for the trouble and delay in our response as we do work through our tickets in the order they are received. We are very aware that our response times have not been what they should be and we're taking immediate action to help improve the situation. We...

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 amount. We 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.

To whom it may concern,We respond as follows to this complaint.
margin: 10px 0px 0px; padding: 0px; font-size: 14px; font-family: Arial, sans-serif;">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.

[redacted] first contacted us on 11/12/2015 to request a cancellation of his account at a later date. We updated the client that we are unable to schedule future cancellations on 11/13/2015.  We received no response until 1/4/2016 when further contact was made by [redacted] after his account had...

renewed.  We determined a billing error had occurred and on 1/14 we provided a full refund to the client, closed his account and offered additional assistance if needed. We have received no further communication at this time, but continue to monitor the clients support ticket.

From our AUP :[redacted]You are responsible for any misuse of your account, even if the inappropriate activity was committed by a friend, family member, guest or employee. Therefore, you must take steps to ensure that others do not gain unauthorized access to your account.[redacted] knowingly ran out of date software with well known security vulnerabilities. While we have done all that we can to assist Ms Mitchnick we can not be held liable for the consequences of that decision. Despite any end users experience level with web technology, when you manage a hosting account you accept all responsibility for anything that occurs with that account regardless of intent.  Our Advice to [redacted] was to install a current version of Joomla and continue to keep that site up to date with any relevant software patches or upgrades. After her rejection we attempted to make contact again through her support ticket on February ninth but no reply was made. We are continuing to watch that support ticket in case [redacted] does decide to make contact in the future.

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.
In regards to case ID #[redacted]As of this morning, Arvixe Management has finally contacted me and resolved my dispute likely because I filed this complaint and my PayPal dispute was escalated. This issue is now resolved, I am providing the information they sent me as well for review below.
Regards,
[redacted]

Greetings,We apologize as it seems there was initially a bit of confusion on our agent's side about this request, however we've since had a chance to follow up with [redacted] and have provided the refund as requested. We hope this fully resolves the issue 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.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and am now satisfied as I have received a refund.  The relevant Arvixe ticket numbers are:[redacted]
 
Regards,
Peter Curtis