Arvixe, LLC

Good Evening,We were sorry to hear about the frustration caused with our verification policy and appreciate the chance to discuss this further. We understand Mr. [redacted] has noted that we did not allow ownership of the account to be determined via an e-mail address that was created on the...

account. Unfortunately the web industry has a high level of fraud and attempts to hack accounts, so to help protect against this, we do not allow customer's to use e-mail addresses created on platform to prove ownership of the billing side of the account where payment details are available.In our experience, when a bank has issued a new card, they will be able to provide proof of the previous card's number. When we receive these documents, we are happy to allow these as proof of ownership on an account. Unfortunately we were not provided the necessary information to fully confirm ownership of the account, so we must treat this issue as an unauthorized use of a credit card. We have removed the credit card in question from our records to ensure it will not be charged again, and offer our apologies once more for any inconvenience caused by the strictness of our security policies. If we can be of any further assistance, please let us know and we'll be glad to help.

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]

[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.

Greetings,We were certainly sorry to hear about the past troubles and after investigation, have found issues relating to the stability of this server. Although we are working to improve the performance, it is not an issue to provide a refund instead of an account credit as requested....

We've followed up to confirm the refund and if we can be of any further assistance, please let us know and we'll be glad to help.

We are very sorry for the concerns identified by the customer.  I have reached out to the customer at the email address on this communication via internal ticket ID: [redacted]  We were unable to locate an account based on this information and await the customer's reply so we can...

work toward a resolution.

After receiving [redacted]’s feedback we investigated further and determined only part of the refund we offered was provided. We processed an additional refund on 1/27/2016 for $28.80 via Transaction ID [redacted]. We have verified that these funds have left our account and are in transit to [redacted]’s account. We have responded to [redacted]’s support ticket twice since his last communication with us on 1/31/2016, both on 2/1/2016 and 2/3/2016 to see if additional help was needed but have not had a reply back. We will continue to monitor the support ticket should [redacted] need additional assistance.

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.
Yes , It has been resolved. Thank youSent on a Sprint Samsung Galaxy S® III 
Regards,
[redacted]

Greetings, Mr. [redacted] had replied to us over the weekend and provided the supporting documentation that he had mentioned. After reviewing his supporting information, we have set his billing to reflect the permanent discount and have refunded the $72.00 that was mistakenly charged to his card. The discount on this account was offered before the management change at Arvixe and the newer management staff was unaware that such a discount had been offered in the past. Thank you for the opportunity to correct this error. We have informed Mr. [redacted] via email that his account has been updated and that the refund has been issued to his card.

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 removal. This should satisfy his records as proof that the invoice is no longer outstanding. Although 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.

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.

Good Evening,We were sorry to hear of the compatibility issue with [redacted] earlier last year, but unfortunately this technology has become difficult to support for our customers using Shared Hosting as we've had security concerns with the technology. We do still offer services for customers who must...

run this type of application, but understandably, the cost is higher as the customer must not share a server with other customers.  The privacy setting Mr. [redacted] mentioned is a security feature offered by all domain providers. It is enabled by default to help prevent theft of domains, but the feature can be disabled by our customers through the billing system. We're working with Mr. [redacted] to resolve the domain transfer and temporary email issues and have also initiated a refund for unused services.

We reached out to the customer on 04/08 (twice), 04/15, and finally on 04/20 via email.  There has been no reply from the customer to those emails.We are more than willing to assist the customer in any way we can.  All indications from the server are that email is flowing correctly and functioning within normal parameters.  Since there has been no communication from the customer we can only assume the matter is resolved.

We have reached out to the customer via internal ticket ID: [redacted] where customer has requested cancellation of his account.  We are currently awaiting his reply and once received will assist the customer as much as possible with his transition to a new hosting partner.

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]

Complaint: [redacted]
I am rejecting this response because:It will be great to see full refund of my balance to my current PayPal account is [redacted] or [redacted] please notify me to this email address: [redacted]
Regards,
[redacted]

Good Evening,We apologize for the delay in our review of this error and have made sure to escalate the related ticket. After further review we have not been able to confirm that the error is on the server side, and have reached out for further information on the current configuration. We will...

continue to monitor the situation and should the issue prove to be server related, we will be crediting the account as per our uptime guarantee.

Greetings,Thank you for getting back in touch with us.As offered, a refund has been sent via PayPal to the address [redacted]. We hope this has resolved the complaint and send our thanks for taking time to work with us after the delay. If we can be of any further assistance, please do not hesitate to let us know.

Greetings,Thanks for giving us a chance to look into this matter.We were sorry to hear the account was being invoiced for services no longer necessary and have since had a chance to investigate. To provide a bit of background information, Mr. [redacted] actually had 3 services from us....

One service was the hosting package, while the other two were for domain registrations. Although the hosting package had previously been setup to cancel on the next due date, the domain registrations had not yet been requested to be canceled. Although we understand to some customers it would make sense to cancel all at once, please consider that some customers end up keeping their domains in case they want to use them with a different host, or continue working on their business under the same domain at a later date. We now understand this is not Mr. [redacted]'s intention so we've removed the unpaid invoices and made sure that no services will continue to invoice. We hope this helps to resolve the concerns raised but if we can be of any further assistance, please let us know.

Good Afternoon,We've now had a chance to investigate this issue and after review, have found that this was not an error within the server configuration or service provided. The issue was related to updates in the coding of the site which were made by the customer and not Arvixe. We do...

apologize for the delay in replying back to the ticket, however we have now responded back with more detail on the issue. As this was a coding related issue, the downtime would not qualify under our uptime guarantee so no compensation would be due. If we can be of any further assistance please reply back to our most recent update via ticket [redacted] and we'll be more than happy to continue our conversation.