Arvixe, LLC

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.

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]

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.

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]

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.

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]

Customer was notified of a compromise on his account on April 06, 2016 @ 7:41 PM and replied back at  April 07, 2016 @ 4:15 AMHis account was suspended to protect the integrity of the shared server.The customer experienced delays in communicating with our Support...

Team resulting in his account being unavailable.  We are truly sorry for these delays and this is not they way we wish to do business when situations like this occur.  Customer filed a complaint with the Revdex.com on  April 08, 2016 @ 3:59 PM according to his communications.The site was unsuspended and his access restored on April 12, 2016 @ 9:09 AM.  Due to this delay in response, and outside of our normal Terms of Service for this type of issue, we have credited the customer's account with 3 months of hosting costs that can be applied to any future invoice.We are truly sorry for the delays caused by this situation and will continue to work with the customer as needed to ensure the situation remains resolved.

Complaint: 10970840
I am rejecting this response because:The company has told me that that my hard drive of 200gb is full when my website is not even 1gb. This is the reason they say my server is not working properly If the hard drive is full then it is because of some error on company side as my site can hardly take that much space. First they gave reboot saying my server was stuck and then this disk space reason. I have even agreed to buy the extra diskspace to make it work despite knowing the issue is probably not this but the company has not responded back for three days. The company responded quickly on Monday when they got complaint but have been slow to follow up. The last few days no response while on Monday and Tuesday it still took 24 hours. I have enclose our chat since 19th November. The company have said sorry for the delay and they under my frustration and have agreed to sort it out but are not doing much at the moment. If there is big problem at least me know and say honestly it will take this long rather than go about this way.
Regards,
[redacted]

Good Evening,We were sorry to hear that Ms. [redacted] did not wish to renew her hosting package, but we would like to thank her for previous patronage. At this time we have issued a full refund of the recent renewal and appreciate her time in working with our support staff. We were also sorry to...

hear of the troublesome month in 2015 where the site experienced downtime, and although we would be unable to review the exact cause of the trouble reported as it is now 2017, if the issue was in any way related to Ms. [redacted]'s server experiencing issues, we would like to mention that we have since made many improvements to our data center infrastructure and will continue to make upgrades to ensure full uptime.In regards to the recent renewal, we do offer automatic renewal if our customers keep a credit card on file, and our system will attempt to renew the account prior to the expiration date to ensure a window for alternative payment methods to be applied. Although automatic renewal was left active, we have confirmed cancellation was initially discussed prior to the renewal date, and have ensured that a full refund of the recent renewal has been provided.If we can be of any further assistance with this refund, please let us know and we'll be glad to check the status.

Complaint: [redacted]
I am rejecting this response because:
I responded twice to your answer mentioned here, from gmail, and it seems you have email issues.
Attached are both responses to:
[redacted]
Escalated Support Manager 
Arvixe.com
Regards,
[redacted]

We do apologize for the issue the customer has faced.  The billing error was corrected on 05/17/2016 at 13:31 Eastern Time.  Dear [redacted], This is confirmation that a partial refund has been processed for Invoice #[redacted] The refund has been returned via the payment...

method you originally paid with. PersonalClass - soundblast.me (05/01/2016 - 10/31/2016) $36.00 USDDomain Registration - soundblast.me - 1 Year/s (05/01/2016 - 04/30/2017) $15.95 USD------------------------------------------------------Sub Total: $51.95 USDCredit: $0.00 USDTotal: $51.95 USD Amount Refunded: $-44.00 USDTransaction #: [redacted] You may review your invoice history at any time by logging in to your client area. All the best, Billing DepartmentArvixe LLC

Revdex.com:
Me and Mr [redacted] W Senior Tech Support from Arvixe have solved the problem (from complaint ID [redacted] to a satisfactory level. 
Regards,
[redacted]

I used to really like Arvixe. I had the same problems as other reviewers (except for SSL). Arvixe went from good to garbage in the space of a week.
I see they've posted responses for some of the reviews by saying they've opened tickets to respond quickly. But their tickets close automatically within three days, and it takes longer than that to get anything more than a boilerplate reply. Those reviewers and this on have no use for their joke of a support ticket system. IF ARVIXE ACTUALLY HAD SUPPORT THEY'D BE GETTING BETTER REVIEWS. Arvixe opening a ticket is truly meaningless.

Complaint: [redacted]
I am rejecting this response because only $5 of the $60 owed to me was returned to my PayPal account. Please see attached screen shots. 'shot1' shows the email I received this evening from Arvixe saying that the $60 would be returned (minus $5, which I don't understand). I checked my PayPal account and only $5 was returned - see shot2. There is either something seriously wrong with Arvixe's financial system or I am continuing to be scammed. I still need Arvixe to return the full amount of $60 owed to me.
Regards,
[redacted]

Good Evening,We appreciate Mr. [redacted] patience here as it appears the initial agent reviewing the request overlooked the recent renewal. On the following reply made to Mr. [redacted] on the same day this complaint was filed, our agent correct the error and refunded Mr. [redacted]...

payment in full.We hope this has resolved the related concern but if we can be of further assistance, please let us know.

Greetings,We offer our apologies for the frustrating experiences as of late. We are certainly aware that our response times have not been where they should be as of late and can confirm that we're working to increase our staffing levels as quickly as possible. In regards to the notices on the transferred domains, we are working to correct our registration system to ensure this does not continue moving forwards. At this time we have ensured the related domains are marked as canceled and provided guidance on canceling our Mr[redacted] wife's services as well.We hope this helps to fully resolved the concerns raised but if we can be of any further assistance, please let us know.

Customer was notified of a compromise on his account on April 06, 2016 @ 7:41 PM and replied back at  April 07, 2016 @ 4:15 AMHis account was suspended to protect the integrity of the shared server.The customer experienced delays in communicating with our Support Team resulting in his...

account being unavailable.  We are truly sorry for these delays and this is not they way we wish to do business when situations like this occur.  Customer filed a complaint with the Revdex.com on  April 08, 2016 @ 3:59 PM according to his communications.The site was unsuspended and his access restored on April 12, 2016 @ 9:09 AM.  Due to this delay in response, and outside of our normal Terms of Service for this type of issue, we have credited the customer's account with 3 months of hosting costs that can be applied to any future invoice.We are truly sorry for the delays caused by this situation and will continue to work with the customer as needed to ensure the situation remains resolved.

Complaint: [redacted]
I am rejecting this response because:
It seems that, while one of their servers may have had issues, that was not the case for this latest problem. My Arvixe account is still suspended. The fact someone in management told me it was due to a server issue without actually checking shows exactly what I've been dealing with. Another person temporarily unblocked my account but I was still unable to delete the email that has been compromised by a third party and locked from deletion by Arvixe. Now no one is responding and my account has now been suspended for a third time because of it. Once again, I would like to pursue a full refund. Any and all email records, websites and files I have paid for to keep since 2009 are pretty much gone and useless, so I would like to get all of my money back because of that.
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]

Hello,We were sorry to hear about the concern that Mr. [redacted] had with a recent invoice to his account for an addon service.In reviewing the service in question we did see that it had been added by someone that had access to Mr. [redacted] billing credentials through an IP located in the same region...

where Mr. [redacted] currently resides.  Although this would not normally be a refundable service to resolve this amicably we have refunded the invoices associated with the service and provided Mr. [redacted] with directions on how to reset his password.At this time the refunds have been submitted and we have not received any follow up questions or concerns from Mr. [redacted].  If any should arise we ask that Mr. [redacted] please reply back to our recent e-mail communication and we will be happy to offer assistance.