Arvixe, LLC

We are very sorry for the delays and difficulty the customer faced while trying to transfer his domain to another Registrar.  Ultimately the problem was with an incorrect code from the Vendor.  We contacted the vendor on 04/04/2016 regarding the issue and a new code was issued on...

04/05/2016 and provided to the customer.The customer received the code on that date and provided that it appeared to work at his gaining registrar, Go Daddy.Our vendor does not release domain names to gaining registrars for 5 days in compliance with ICANN regulations and directives.  The domain was successfully transferred to Go Daddy at [redacted] and is now managed there.We fully understand the frustration this has caused our customer and apologize for the delays he experienced.  We stand ready to assist the customer any way we can to help facilitate his transition to his new hosting provider.

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.
would like to state that a key element missed in this is the fact that the emails originally had ceased after cancellation. They only began again 2 months ago. Also in the response it was stated that I did not respond to the additional requested information. I in fact did respond as per the directions I was given in the email sent. After sending the information the ticket was then closed. I saw the response a few days ago from the support team. I have waited a few days to see if the emails have truly stopped and it looks as though the issue is now fixed.
Regards,
[redacted]

Good Afternoon,We are appreciate the concerns Mr. [redacted] has brought to our attention. We have had the opportunity to discuss these...

concerns over the phone and a full refund of the initial payment has been approved. Due to the age of the payment the refund would not be able to be issued directly but a manual refund is being sent directly to Mr. [redacted]'s PayPal account.

Revdex.com:
On July 1st (3 days after I filed my complaint with Revdex.com) I received a notice from Arvixe that they had approved a refund of $40. However, they said that since the original transaction was over 90 days their system would not allow them to “perform a refund” on my credit card that it would have to go to my PayPal account. I gave them my PayPal email and was refunded $38.54 after PayPal fees. I am accepting this amount. I figure something is better than nothing. I would like to thank the Revdex.com for allowing consumers to file complaints against businesses like this. I believe had I not filed this complaint, I would have not received anything. Please close my complaint. If you need any further information from me, please let me know.
Regards,
[redacted]

Greetings,Thank you for the opportunity to address the concerns regarding Mr. [redacted] domain name transfer and customer service experience.The EPP key that Mr [redacted] was requesting is available through our billing system under the Domains section. Unfortunately, the problem with the customer service...

experience ties into this. Mr [redacted] had contacted us through our Live Chat system and was requesting a password change for his billing account. Which there is a link on the login page to do so. Mr [redacted] stated that he tried that link several times but was not receiving the email to change his password.When he contacted our Live Chat, we needed verification so that we could provide the information that he was requesting. He could not provide the information we needed to comply with our verification rules so an email was sent to Mr [redacted] (which he did receive, as he had confirmed in a live chat session) so that he could send in the documentation required as a last resort verification. Mr [redacted] stated that he did send the information but we never receive the information from him.As an act of good faith and to avoid any further delays for Mr [redacted], we have sent the EPP key to him and have unlocked the domain name. We have also sent a separate email in case he needs to reach us directly with any areas of concern for his domain.It appears that Mr [redacted] has received the information we sent him because the domain name has been moved to a new registrar as of 09/24/2017. We are happy that we were able to resolve Mr [redacted] domain concerns.Thank you again for this opportunity.

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 have received the refund I requested. Thank you very much for your assistance in this matter, for I think I may not have resolved it without your help. 
Regards,
[redacted]

First and foremost we would like to extent our apologies for issues and frustrations experienced with our services. We would also like to thank Mr. [redacted] for bring these concerns to our attention.After further reviewing the account we see the requested refund of $7.50 was issued as of February 5,...

2018. Generally refunds can take up to 14 business days to show up on the statement but could possibly show up in less time that that. Currently we are not seeing any issues with the refunds that have been issued.Also after further review of the account we see that Mr. [redacted] still has active services for domain name registration. Our management team has had the opportunity to reach out through a ticket to discuss these concerns in further detail so a proper resolution can be reached. For further assistance in relation to these concerns we invite Mr. [redacted] to reply back to the ticket that our management team has establish with them so we can continue to assist.

Greetings,We were sorry to hear about the trouble with the domain transfer and as the domain was now available, we made sure to immediately secure the domain under Mr. [redacted] account at no further cost. This domain is now available for management through the billing system and has been pointed to...

the related hosting package, but if we can be of any further assistance, please let us know and we'll be happy to help.

[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.

Greetings,We offer our apologies for the trouble with the cancellation process as we see the account was improperly flagged as being over 60 days old. We have followed up with Mr. [redacted] to confirm that a full...

refund has been initiated. We hope this fully resolves the concerns raised but if we can be of any further assistance, please let us know.

Greetings,We were sorry to hear of the trouble with the site and have since had a chance to review the related communications in more detail. Unfortunately during our reviews of the errors reported our administrative staff was unable to replicate the issues reported, however we have since followed...

up with Mr. [redacted] and have offered a full refund of the recent renewal if so desired. We hope this helps to meet the requested resolution but if we can be of any further assistance, please let us know.

We are truly sorry for the frustration this has caused the client.  We currently have a senior engineer and technician working directly with the customer via internal ticket ID: [redacted]  We will work with the client directly until this is resolved and the products are...

performing as expected.

Had about 5 VPS with them but their quality have gone down to poor level, Requested cancellation of vps as they renewed it automatically for a year but they refused to refund me for that saying they donot have any refund policy. Told them that is is pre-paid for the year and I have never used your services as I am not satisfied with quality you provide, But still they refused to refund.

Just want to share my experience that never do business with these guys, They will degrade your performance and never support you with anything.

I am contacting my card issue to get refunds as they are not willing to solve this professionally.

Complaint: [redacted]
I am rejecting this response because:Thank you for your reply. The secret to a successful business is to create an area of trust between the customer and the business owner and his company. Being on a business server, we were expecting that we would receive appropriate support when there are problems with the server, mails or whatever comes with the product that we've paid for. The most disappointing thing for us is that we were pretty much ignored by Arvixe's staff when we contacted them to find out how long it would take to fix the issues with the server our website was on. Instead, we were told that the issues would be fixed at the earliest - and after 3 days of constant downtime still nobody gave us any appropriate answer on when the server would be back online. That led us to migrate our website to another server run by a different company. No business and especially ours can afford it's service being interrupted for an indefinite amount of time!! It was the duty of Arvixe to take appropriate measures to avoid the downtime of four days in total. Arvixe could have offered to point our website to a different server in the meantime, if they were unsure about how long it will take to fix the non- working server. Instead, they did nothing at all! No information, no direct measures, they made it very clear and obvious that they didn't care about us as their customer at all. We have lost our trust and faith in Arvixe's business plans completely! We've moved our website and data to a new server and we would like this matter to be solved by Arvixe refunding us the fees that we've paid until October 2016. We also expect that Arvixe refunds us the credit for three months service as they suggested and we also expect the refund of the credits that we collected under their discount programs. The refund should be paid to the credit card that connects to the account. In detail the refund is broken down as follows: 3 months refund for downtime in 2016 66 USD 4 month refund for prepaid business account 88.00 USD Discounts collected under the discount program: 68.46 USD Total of 222,46 USD Our business plan account can be cancelled with immediate effect as we've migrated all our data already. We are willing to keep our account that is run under the personal plan, but if that should be an obstacle to refund us our money we can move our data hosted that is there as well. Kindest regards 
Regards,
[redacted]

Mr. [redacted] operates a number of sites which cater to Iranian clients.  OFAC ( Office of Foreign Assets Control ) Has placed sanctions on Iran making it unlawful for US based companies to do business with anyone catering to Iran. More details can be seen on the following link....

https://www.treasury.gov/about/organizational-structure/offices/Pages/Office-of-...⇄ these restrictions grow tighter more US based data centers are entirely disallowing inbound traffic from any sanctioned nation including Iran. This has resulted in Mr. [redacted]’s clients being unable to access his websites he has hosted with us. Unfortunately we do not have the ability to remove this filtering, it was not put in place by Arvixe directly but rather is part of a growing trend in US based data centers where we host our servers. We have offered Mr. [redacted] prorated refunds on all of his accounts he has with us and assistance in relocating them to another provider. We have not gotten the confirmation from the client to perform these actions yet and are currently awaiting his feedback on how to move forward. We last replied to Mr. [redacted] on February 15th and are wathcing his ticket for further instruction.

Complaint: [redacted]
I am rejecting this response because:
Did not meet the request of refunding cost of service during extreme downtime. 
Regards,
[redacted]

Greetings,We were sorry to hear of the trouble submitting cancellation however we are unsure of where the trouble was encountered as we do provide an option in our customer's support portal to request cancellation. We have tested this out to ensure it is still functional and have not...

received any additional reports of issues with this tool. In regards to the trouble receiving support, we were sorry to hear there was trouble reaching an agent, however we continue to offer live chat available 24/7 and US based phone support available Monday through Friday 9:00 AM - 5:30 PM Central time which can be confirmed here : [redacted]At this time we see that a cancellation request was successfully submitted and we have confirmed that it was processed with a refund provided. If we can be of any further assistance with this complaint, please let us know and we'll be glad to help.

Greetings,We were sorry to hear of the e-mail issues, however after investigation we have found that the email record for this domain does not currently point to Arvixe. The current mail records points to [redacted] which is an unrelated web host. If this was not intentional, please let us...

know and we will be glad to assist with pointing the mail back to Arvixe where our staff would be able to assist with any email issues being experienced.

Complaint: [redacted]
I am rejecting this response because:
Their support ticket is horrible which was the reason for my original complaint and for me finally leaving Arvixe. I am no longer with Arvixe and no longer have any desire or need to communicate with them.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [redacted]
They send multiple emails late and after the fact.  The emails still do not function and function for a few days before stopping and they never urgently respond leaving the issues to continue for weeks. I lost thousands of dollars due to the issues and considered legal action but opted to resolve the matter first. They bill me $7.00 on time in spite of unresloved issues and refuse to credit $21.00 for my loss.  If the matter is not resolved at this small request, I will pursue the $2,400 I lost when my pages were down for a week.