Arvixe, LLC

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]

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.

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.

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.

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.

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]

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]

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.

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

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]

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]

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 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.

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.

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]

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.

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.

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.