Arvixe, LLC

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.

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.

[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.

After a detailed investigation we determined that Mr. [redacted]’s email account password were known to attackers who were using them to send spam which resulted in the sending domain being placed into a mail RBL. This causes all emails sent by anyone using that domain to be rejected. We suggested...

password updates which have stopped the illicit sending, and have now made some suggestions for Mr. [redacted] to help prevent password theft. We have asked if a refund is still desired and will gladly provide it if so and aid with a migration pending Mr. [redacted]’s reply.

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 still there are pending issues. I would update you on the proceedings and if found satisfactory, I would inform the same.
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.
It appears my situation has been taken care of. Please see the email below from [redacted]Hello Lee, After receiving...

your Revdex.com complaint, I have gone through your account to ensure that everything was canceled out, and you were removed from the mailing lists. Everything is canceled out, and I see that you have disabled auto renew on your domain, to keep it from renewing. I also verified that you were removed from the mailing lists. The only emails you might receive will be for your domain expiring, these come from the registrar, and we can not stop them from coming in. They will stop after your domain expires on 10/05/16.I also noticed that there were some credit card details stored in your account, so I went ahead and removed those from the system for you. Please let us know if there is anything else that we can help you out with, and we will be happy to take a look at it for you.Regards, [redacted]ArvixeCustomer Service Manager
Regards,
[redacted]

We have communicated with the client via internal ticket ID: [redacted] - Client's data was lost due to a catastrophic hardware failure on the server his account was hosted on.  This failure was beyond the control of Arvixe and was corrected as soon as possible.  Unfortunately,...

much of the data on the server was lost and unrecoverable.    Customer was offered compensation for the difficulty and we are currently awaiting reply.

Greetings,We were sorry to hear of the recent issues and have opened an investigation with our system administrators to evaluate the downtime reported. We will be following up with Mr. [redacted] tomorrow and will be crediting the account as per our uptime guarantee should the reported downtime be...

validated.We look forward to getting to the bottom of this situation with Mr. [redacted] and expect an update to be sent tomorrow once the investigation is complete.

Greetings,We were sorry to hear of the recent downtime and understand it can be frustrating when our front line support cannot resolve more complex issues. We've attempted to call Mr. [redacted] to discuss this matter in more detail but unfortunately reached voicemail, so we've followed up via e-mail with...

on offer on how we can work towards making this right between Mr. [redacted] and ourselves. Should Mr. [redacted] choose to cancel, we will be providing a refund however we are hopeful he will give us a chance to make this situation right. We will be watching for further communication but if we can be of any additional assistance, please let us know.

[redacted] requested help with the renewal of his SSL certificate on February 9th. The process of renewing an SSL...

certificate requires a verification email be sent to a special address under his  domain. [redacted] did not have this email address set up and therefore was unable to receive the email for his SSL certificate despite several attempts. After expressing his desire to cancel we simply created the email account for [redacted] and  refunded his SSL payment. We then provided him with a free SSL certificate which is now set up on his domain and working properly. We have received no for the replies from [redacted] at this time but we are continuing to watch his support ticket in the event that further assistance is needed.

When this catastrophic failure occurred it was due to the very systems that we have in place to recover from an incident like this.  Our most senior and advanced engineers worked tirelessly to recover the data along side the hardware vendor who manufactured the failed appliance.  Every effort was made to recover the data but in some cases it simply was unrecoverable.Procedures have been put in place to mitigate the possibility of this happening again but as with any technology failures can a do occur despite the best efforts of all concerned. We fully understand and can appreciate the customer's frustration with this and are more than happy to work with him to create a new account on a different server and offer credit toward their hosting costs.  Unfortunately this is the best we can do as we can not recover any more data from the server.

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.e. the invoice has been entered and requires credit/cancellation so that it can be closed.  Regards,
[redacted]

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.

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.

Greetings,We're sorry to hear Ms. [redacted] has had such a difficult time receiving assistance and were able to locate a recent issue reporting issues with the SSL certificate for her website. We were unable to replicate any errors and soon we received reports of trouble logging into the e-mail...

accounts, rather than the server directly. We believe these issues to be resolved and will be following up with Ms. [redacted] to ensure she has access to all of her other services as well. In regards to the reports of downtime on the server, we were unable to find any other tickets directly linked to the e-mail addresses we've been provided where downtime was reported, however we will gladly review any additional tickets where trouble has been reported. We appreciate Ms. [redacted]'s patience during this process and we will be reviewing the issues reported to determine how these might have been handled in a more timely fashion. We would also like to mention we continue to work towards lowering response times to help ensure less time passes between reports. If we can be of any further assistance with the account, please let us know and we'll be more than happy to help.

To Whom It May concern,We respond as follows to this complaint.On April 25, 2015, Ms. [redacted] pre-paid for 2 yrs of web hosting with Arvixe.On September 26, 2015 she opened up a ticket ([redacted]) claiming she was having email trouble. We replied the next day acknowledging and resolving the...

issue, and confirmed with Ms. [redacted] it was fixed.On December 12th, 2015 we notified Ms. [redacted] that her hosting account was using too many server resources to the point that it was degrading the entire server. We gave her 24 hour to correct the problem or we would have no choice but to suspend her account. Upon further investigation by both parties, it appears the account hay have been infected with malware. We informed her that when a website is infected, it's the responsibility of the site owner or web developer to detect and remove it. The issue was resolved on December 16th by Ms. [redacted] in ticket [redacted].The next contact we had from Ms. [redacted] was June 3rd (ticket [redacted]) informing us of the email issue. After numerous replies back and forth, the ticket was escalated on June 5th; however, the ticket was moved to the wrong queue where it sat untouched for several weeks. We deeply regret this mistake. Before we could get to the ticket, on June 26, 2016, Ms [redacted] submitted a cancellation request. A refund was also requested for the time remaining in the amount of $40. Per our terms of service we do not offer refunds for charges after 60 days. However, as a gesture of goodwill, we have issued the refund of $40 per Ms. [redacted]'s request.At this time we believe this issue has been resolved.Regards,Arvixe Customer Relations

We attempted to call the complainant to resolve the issue but were unsuccessful.  We have reached out via email and internal ticket ID: [redacted] and will work directly with the consumer to get this issue resolved.

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.