Arvixe, LLC

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.

[redacted] has a few tickets open in our support system for differing issues. We have updated him regarding his RBL listing problems and have worked through that problem. We are continuing to assist with the billing discrepancy and will certainly credit [redacted] for any time where he was billed...

for a Pro package and not receiving it. [redacted] concerns are not fully resolved at this time, but we will ensure that he is assisted however needed.

Greetings,We appreciate the chance to address these concerns and we were very sorry to see Mr. [redacted] struggled to receive assistance with the situation. Our management is absolutely aware that our response times have not met either our or our customer's expectations as of late, and continue to...

work on increasing our support staff to more quickly meet our demand. In regards to the issues mentioned here, we want to thank Mr. [redacted] for bringing the matter to our attention as we did find an issue with our monitoring setup on his server which was intended to prevent the trouble he has mentioned. We have not only corrected this, but also corrected the cause of the issue. To provide a bit of additional information, the product in question is referred to as "Shared Hosting" which means the server is shared with multiple customers. In this case, an unrelated user was over-using the available resources on the server which caused issues for Mr. [redacted] and our other users on this server.Again, this has now been corrected and we've discussed the matter further with Mr. [redacted] directly. We have received confirmation that Mr. [redacted] feels the matter is resolved but if we can be of any further assistance, please do not hesitate to let us know.

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.

Complaint: [redacted]
I am rejecting this response because: I still need my domain name transferred from them and cannot reach any one. Other than that I am satisfied with the refund.
Regards,
[redacted]

Greetings,We appreciate the chance to review this situation and have since had a chance to provide Mr. [redacted] with clarification on the matter. In regards to the report on the initial sign-up, our system had found that Mr. [redacted] paid twice and see that this payment was automatically credited the...

account. As of 6/30/2016, a refund was issued back to the PayPal account used. Onto the concern on the contact information, we have reviewed and have not found that Arvixe changed any of the contact information on the domain. We understand Mr. [redacted] was expecting an e-mail to his Outlook e-mail address, however this was not the address Mr. [redacted] listed as his contact for his domain registration. We understand he does not currently have access to this address and have reached out to provide clarification on the next steps needed to resolve this matter.At this time we have not heard back since our last message, however if we can be of any further assistance, please let us know.

We offered a prorated refund in the amount of $600 on March 2nd. We have gotten no further requests from the client at this time and assume the matter to be resolved.

Revdex.com:
I have received a refund.
Regards,
[redacted]

The customer had asked for a change to the account that resulted in the site ceasing to function correctly.  Customer communicated this with support and a plan was made to revert the changes.  The customer experienced a great deal of delay in response to email queries sent, creating the...

situation where the site was unavailable.  We went through the site and account today and made sure all aspects of the account were properly configured and working as they should.  We established a specific line of communication with the customer via internal ticket ID: [redacted] and will follow up as needed to ensure the customer's account is functioning to their expectations.

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 this[redacted]Some 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.

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]

Complaint: [redacted]
I am rejecting this response because: They attempted to call me once, on...

11/12, and left a voicemail. The voicemail indicated I could not call the number back because it can only send calls, not receive them, so I was not able to follow up. They indicated they would try again at a later date and still have not called back.
Regards,
[redacted]

Upon receiving [redacted] complaint we began investigating and found an SSL issue with his main site and some DNS records that needed correcting. After correcting those there was also an issue with his BIND service. We assisted [redacted] with these problems and also granted him a full month...

credit on his VPS totaling $54. The last reply we received from [redacted] was on February 4th. We sent a follow up email on February 11th but have not gotten a reply so we can only assume the matter has been resolved. We are continuing to monitor the support ticket in the event further help is needed.

[redacted] cancellation request was processed on February first. His invoice number
href="https://customers.arvixe.com/admin/invoices.php?action=edit&id=3924719...⇄ for $120 was removed at that time. We have received no further requests and assume the matter to be resolved.

We are in communication with the customer via internal ticket ID: [redacted]  In that email we have provide the customer with the required transfer code for her domain name.  We will assist the customer in anyway possible to make the transition to her new host as smooth and...

seamless as possible.

Hi [redacted], I apologize for the difficulties you have encountered. I have refunded your most recent payment and closed the account for you now. If you need any further help, please let us know.

We are very sorry for the difficulty our customer has faced.  We have reached out to her with internal ticket ID:  [redacted] and will follow through with her until it is resolved.

Complaint: [redacted]
I am rejecting this response because: Let me explain the issue clearly as you have misrepresented it: 1.       I was promised prior to signing up for Arvixe services that I would be paying the same price for “the life of the account”. See attached screenshot.2.       I signed up for the price of $4/mo which comes to $3.20/mo after applying the PCMAG 20% off for life discount code, as was displayed on Arvixe’s official Web site (not a 3rd party site). My total amount was and is to be billed as $76.80 every two years, because that was my promised renewal rate. See attached screenshots. 3.       Arvixe billed me nearly twice as much for my renewal: $148.80 for 2 years. I contacted Arvixe support to make them aware that I was promised $3.20/mo for the life of my account. 4.       Arvixe support, after much struggle, “credited” my account for $72 for the overcharge, but in the form of an Arvixe credit, not a return of that stolen money to my bank account like I had asked. This handcuffs me to Arvixe, because the only way I’ll ever get my $72 back is if I spend it on Arvixe products/services, which I most certainly won’t do if they increase prices again or refuse to honor the $3.20/mo rate I was promised.5.       I have demanded that the $72 stolen from me be returned to my checking account, not as an Arvixe “credit” that must be spent on Arvixe products. I have demanded that my bill be restored to $3.20/mo hereafter, as was promised to me by Arvixe when I signed up. I should be grandfathered in at the $3.20/mo rate for the life of my account, again, as I was promised by Arvixe. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We have not updated the code for a few years now. They had a server wide problem and after they fixed it the site did not work again. I had this information acknowledged from 2 support members via chat and they said they will keep me updated which did not happen nor the issue was fixed unitl now (8 days passed ). So please verify your facts rather than blaming the customer  
Regards,
[redacted]