Arvixe, LLC

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]

Complaint: [redacted]
I am rejecting this response because:
Again, I do not deny ARVIXE offered my refund.  I reject the response because ARVIXE made no effort to solve my actual issue and no communication about that issue was ever made to me until I contacted the Revdex.com, at which point ARVIXE responded nearly immediately.  I lost a much larger sum of money and my client due to the errors and gross negligence from ARVIXE as a hosting company.  The $28 refund is NOT nearly enough to satisfy the frustration I have with their error, especially considering this was an ongoing issue for the past several years I have hosted with ARVIXE.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I got an Email in which Arvixe said they've refunded me $7.2,I don't know why it's $7.2 which should be $28.8,and till today I got nothing via my mastercard which means they didn't refund me yet.
Regards,
[redacted]

Arvixe purchased my sites' hosting company so we did not choose Arvixe in the first place. I contacted Arvixe on a Thursday morning asking their tech support staff to generate a copy of my SSL certificate and pace it into my ftp location so I can begin the process of moving my site off their system. The tech rep told me they would create a ticket and I would hear from someone "soon". Friday morning came and went with no contact. I contacted tech support again. This time, I was told I needed to send an email request to their SSL department. So, 24 hours in, I sent the email. Saturday morning, 48 hours later, and no response. I contact tech support again and again and again. Every time being told they will escalate my issue and I should hear back "sometime soon". It is now Monday at 2:36 pm, over 100 hours from my first contact and I still do not have the file I need. As I type this, I am actually on hold once again trying to resolve this issue. I see that Arvixe has a B- rating, which, in my opinion, is way to high.

On our initial investigation into [redacted] problem we discovered an issue with one of her plugins which was causing her site to not respond. While we usually do not supply website management, we made corrections for the client in this instance and repaired the site on January 27th 2015. [redacted]...

[redacted] continued to have issues connecting to the site. We discovered the site was being flagged by web browsers for hosting malware and access was being blocked. Upon further investigation it was discovered that the content management system being used by the client was Joomla 3.3.0. That product was originally released on April 2014 and currently has several security vulnerabilities. This is likely what led to the problem we corrected on the 27th.While not our normal policy we attempted to help [redacted] in cleaning the site of malware. We located and removed two files which were contaminated but were not able to locate all of the malware. We explored the option of restoring a backup for the client however we determined the date of the original infection on the site to be near December 1st and we did not have a backup prior to that date.  Since we do not provide web development work we suggested [redacted] contact a web developer for help or use a popular service geared towards cleaning hacked websites. Requests for compensation were not granted as these problems originated with the website directly. There were no service issues which caused the site to have problems. We will continue to work with [redacted] and are watching her support ticket for updates.

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]

We are truly sorry for the frustration this has caused.  We are communicating with the customer via internal ticket ID: [redacted]  Through this ticket we have provided her with the information needed to contact her financial institution and locate and identify the refund which...

was sent on September 29th.  We have verified that the refund was sent and accepted by the financial institution and not returned to Arvixe, LLC.  We will continue to work with the customer to get this resolved to the best of our ability.

We are truly sorry for the difficulty the customer has faced.  We have reached out to the customer via internal ticket ID: [redacted] and will do everything we can to meet his desired resolution.

We are currently working with the customer for an issue as described in internal ticket ID: [redacted]  A service credit has been applied to the account for the equivalent of 2 months of product service.  We will continue to work with the customer to resolve any ongoing issues and...

acknowledge the frustration that situations like this can cause.

We would love to be able to process this issue but can not associate an account with the information provided.  If the complainant can provide an account username, domain name or internal ticket ID number this would facilitate the resolution process.

We are sorry for the delay in the refund.  Once we were notified and the refund was issued via PayPal April 18, 2016 @ 2:15 PM.  If the customer has any further issues she is encouraged to reach out to us and we will do evreything we can to assist as needed.

Greetings,We appreciate the chance to address these concerns and we were very sorry to see Mr. [redacted] struggled to receive assistance with the situation. Our 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 demand. In 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 mentioned. We have not only corrected this, but also corrected the cause of the issue. To provide a bit of additional information, the product in question is referred to as "Shared Hosting" which means the server is shared with multiple customers. In 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] directly. We 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.

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 except for the PayPal arrangement.I do not have a PayPal account. A check or postal money order is acceptable to me. My address is [redacted]
Regards,
[redacted]

To whom it may concern,We respond as follows to this complain.We've had the luxury of being Mr. [redacted] web host for thirty-seven months. We are deeply saddened to hear of the service degradation during and after our acquisition and transition over the past few years. We understand the importance...

of consistent server stability and sincerely apologize if we have not met those standards.We see that on February 12th, Mr. [redacted] had a ticket created regarding an issue with access to his site. Due to unfortunate mishandling of the ticket, we were unable to resolve the issue in a timely manner. After reviewing the ticket activity, we have identified several opportunities for improvement, and we'll be forwarding this incident to our managers for review. We deeply regret that Mr. [redacted] site was unavailable for such a long period of time.We see that a request was made for reimbursement in the amount of $216.00. While our terms of service does not allow us to provide a refund for this particular situation, we're happy to report that we'll be giving Mr. [redacted] three months of free hosting, as a one-time courtesy and gesture of good will. These three free months are equivalent to exactly $216.00 USD. We have applied this to his account on April 19th, therefor his next payment will not be due until late July, 2017.We truly value Mr. [redacted] business and we look forward to serving him further. If there are any additional questions or concerns regarding this matter, we encourage him to reply to the ticket anytime. We'll be very happy to assist him regarding this or any other matter.

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 of the trouble with the related site, however unfortunately we have attempted to locate the tickets mentioned in the complaint but have been unable to find any tickets under the e-mail address provided, or the e-mail address linked to the billing account. As such,...

we will be reaching out to Narendrakumar via phone to discuss this matter in more detail and to ensure any remaining issues are fully addressed.

[redacted] account was set to automatically renew at the end of her term. She contacted us with her desire to not renew and instead cancel the account. This was processed for her on February 1st 2016. We have since had no further feedback from Ms. Aaron and assume the matter to be resolved.

Good Evening,We were sorry to hear about the additional email, and after review, we have found the email notice was triggered by cancellation of the account. The account was fully canceled prior to our last response to this complaint, and although no additional emails are expected, we've removed the email address from Ms. [redacted]'s canceled account. All services were previously canceled, and the removal of the email should ensure no further notices, but if we can provide any additional 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 acceptable to me. However I still believe that they should be held responsible for server or hard disk crashing, backups should be done properly at their end to meet quality of services they are offering.  Due to this response we find this company as un reliable partner for hosting.
Regards,
[redacted]