Arvixe, LLC

Greetings, We hope that this message finds you well. Our apologies for the wait. Please know that we absolutely empathize with your frustration here, and while we have been making strides in our efforts to reduce our wait times, we have been extremely grateful for each of our customers'...

continued patience and understanding. Currently we have requested an escalation of your related ticket. We are sorry to hear that you are unsatisfied with the service. Our Terms of Service and Acceptable Usage Policy outline the subject of resource usage in further detail. [redacted] 11: Resource Usage. [redacted] 2. Restrictions on Storage Space Usage While we are happy to work with you to get your disk space usage to an acceptable point you will remain subject to our Terms of Service and Acceptable Usage Policy. If you prefer to request an early termination of the service we can offer you a prorated refund for the unused portion of the hosting package. Please let us know how you would like to proceed.

Complaint: [redacted]
I am rejecting this response because: - I did send the requested valid ID as attachment in the replied email. My email log confirmed this.- Arvixe's Password Reset did not function.- Arvive was not willing to allow domain unlocking at first. Final decision was made after 2 months.- Arvixe had never accepted the fact that its server crash was the cause.
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.

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.

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: 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]

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

[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.

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.

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.

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]

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.

[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.

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]

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.

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 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.

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 TOS
Money 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.

Good Afternoon,We appreciate the chance to resolve this concern and see that previously an account credit was provided however we understand that a refund is preferred which is not a problem. The only issue is that our credit card payments can only be refunded within 3 months so we've attempted to...

reach out to Mr. [redacted] both via phone and e-mail but unfortunately have not heard back. If Mr. [redacted] could please reply back to our most recent e-mail with his PayPal e-mail address, we will be glad to get the refund of $36.00 sent.

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]