Arvixe, LLC

Their technical support was consistently terrible - the staff lacks even a grade school level of reading comprehension - and every "ticket" opened for an issue would be answered by multiple people over the course of days or weeks (yes, they are that slow). Each new tech would ignore everything the previous agents had said, and everything I had said, leading to repetition and frustration. This happened with even the most basic issues, leading me to cancel my service after only a few months, despite being unable to get a refund. I happily paid the cost of transferring my website and domain to a new company, and paying the new company for hosting.

Now, 2 years later, Arvixe STILL has my financial information on file. They emailed me to say my service would auto renew on 12/31 (there is no way to remove your payment information yourself once entered). On 12/11 I cancelled it. On 12/16 I received another email with an invoice for a payment they have charged me on 12/11 (5 days previous!) for upgrades to the service I had cancelled (and which was not due until 12/31!), and which is now inactive.

The only way I can find to try and "resolve" this issue is through the same horrendous ticketing system.

This company is, hands down, the single worst company I have ever dealt with (they beat every cable or health insurance provider I've ever fought with by miles).

We received [redacted] request for assistance with his domain transfer on January 12th.  He was having difficulty updating his contact details under his domain which was preventing him from completing his domain transfer. We manually updated his contact details for him and synced that in our...

billing system. [redacted] was then able to complete his domain transfer on January 18th and his domain is now registered with tucows. There was also an additional request not mentioned in this case for refunds for the months of October, November and December, due to uptime being below 99.9% which we have now granted. We will continue to work with [redacted] with any further requests that he may have.

Complaint: [redacted]
I am rejecting this response because: Part of the reason we were trying to get a hold of them in the first place is that for some reason there are no emails coming from Arvixe to the email that was set up on the file. [email protected] has not received ANYTHING from Arvixe. The general inbox, Spam folder, and trash have all been checked. We are requesting a phone call. I am unavailable today until 4pm EST. Anything after that, or tomorrow I will be able to answer the phone. [redacted]
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.
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 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.

This hosting account along with 46 others was created by an individual attempting to commit fraud against Arvixe by abusing our Affiliate program. Our Affiliate program pays a referral bonus to any active client who sends a new client to our order form by means of a special tracking link. This...

particular Affiliate setup 47 fictitious accounts over the time frame of a few days in early November 2015.  They used internet proxies along with their affiliate link and have attempted to collect the referral bonus on each of these orders. Our Affiliate manager caught this and suspended their affiliate account. This has led to a string of complaints with the Revdex.com all originating from the same individual. They are canceling all of these accounts and demanding refunds on all of them. Our Affiliate TOS available here strictly forbids thishttps://affiliates.arvixe.com/tos.phpSome relevant sections :5.Valid commissions-No commission will be paid for sign-ups by you or anyone within your organization; the customer information for which you are receiving a commission must be independent of the referrer. Arvixe reserves the right to only pay for referrals that are active. Active is defined by clients with a website and domain name pointed to an Arvixe server with user generated/uploaded content. Terminated accounts are not eligible for a commission. Commissions may only be earned per each new client referred through the unique affiliate link. Affiliates also may not advertise on referred clients sites.18. Acceptable Referrals. You may not refer yourself or your family members through this affiliate program. Affiliate referrals can not be funded/paid by the affiliate themselves. Each payment must come directly from the referred account holder to be eligible for a commission. You also may not refer customers who will be using the same payment method.From our General TOSMoney Back Guarantee: 60 Day money back guarantee will only be offered under our Personal/Reseller (Linux and ASP Plans), Business (Linux and ASP Plans). Refunds will not be given to accounts that have been canceled or suspended due to abuse of our services based on our terms of service and acceptable use policy. We do not consider these complaints to have any merit or even be from valid clients. These are all coming from a single person who is attempting to defraud Arvixe. The following complaints are all related.

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.
I will proceed to cancel the account right now....
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.

[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.

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]

Greetings,We were sorry to hear about the trouble receiving support on these issues. We're certainly aware that our response times have not been what they should be and are taking steps to improve service throughout the brand. Although we were sorry to hear about the request to cancel, at...

this time we have confirmed that both the SSL purchase and recent renewal payment have both been refunded. We hope this helps to resolve the remaining concerns on the account but if we can be of any further assistance, please let us know and we'll be glad to help.

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.

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

Arvixe Revdex.com Complaint # [redacted] (Originally filed 5/31/2016)  Greetings,  We appreciate this being brought to our attention, and would like to apologize for any inconveniences and delays that Ms. [redacted] has experienced. We would also like to apologize for our extreme delay in...

reply to this complaint as it was submitted during our transition to new management.   We have since located the ticket that relates to this complaint, and have found that the issue resolving the software was resolved. That said, unfortunately we have also found that Ms. [redacted] no longer has an active account with Arvixe, and has moved on to another host.  We offer our apologies once more for missing this complaint at the time it was filed however if we can be of any further assistance, please let us know.

Good Evening,We have reached out to Mr. [redacted] via the email address on file, clarifying that our discounts are offered for the initial purchase, whether that be for one month, or up to multiple years. We have also requested that Mr. [redacted] send us the screen captures mentioned in the complaint so...

that we may work to authenticate.Unfortunately we have found that at some times, unaffiliated individuals use our advertisements to solicit clicks for illegitimate advertising revenue. At other times, we offer time sensitive sales that expire if purchase is not made within the hours of the sale. We will continue working with Mr. [redacted] to validate the offer and will happily honor any discounts on purchases made during the hours of a sale.

Good Afternoon,We were sorry to hear of the trouble canceling the account and appreciate the opportunity to review. On April 16th, 2017, Mr. [redacted] submitted a request to cancel his account. His account was not due to renew until 04/29/2017. Unfortunately, his card did automatically get charged on...

04/14/2017, before he submitted the cancellation request. Per our Terms of Service, we will bill an account up to 15 days prior to the end of the current billing term.Mr. [redacted] account was active beyond our 60 day window to allow for a refund of the service. However, due to the past issues Mr [redacted] has experienced, we're happy to report we have refunded his hosting fees, in full, as a gesture of goodwill. We have gone ahead and refunded him the full payment of his disputed amount, $76.80 USD on April 25th, 2017. We ask to please allow the banking institution up to seven business days for the funds to be returned back to the original payment source.If we can be of any further assistance with this situation, please let us know.

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.

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.