Arvixe, LLC

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.

Greetings,We were sorry to hear that Ms. [redacted] did not wish to renew the account, however we must reject the claim that we do not inform our customers that their accounts will automatically renew. This information is listed both on our checkout page as well as in our terms of service, and is not a...

new change to our accounts. Our customers can request cancellation at anytime through their billing account, but if no cancellation request is received and a valid payment method left on file, we will automatically renew the account to prevent suspension of the web services. Having said that, we under Ms. [redacted] no longer needs the hosting services and have since provided a full refund of the recent renewal costs. We hope this fully resolves the concerns raised, but if we can be of any further assistance, please let us know.

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]

To Whom It May Concern,We respond as follows to this complaint.On June 6, 2016 Mr. [redacted] contacted our support team as he could not login to his server using his root password. The ticket was escalated to the wrong department causing a significant delay. On June...

20, 2016 our support team reached out to Mr. [redacted] regarding the situation.On June 27th, it was discovered that his server disk space was completely full: 103 GB of 103 GB (100%). We contacted Mr. [redacted] regarding this issue and confirmed he is able to access the account at this time.We believe that the issue is resolved at this time.Regards,Arvixe Customer Relations

[redacted] has a VPS hosting account with us which we...

migrated on January 26th 2016. Due to a typo in some of our internal notes some of our entry level staff incorrectly instructed [redacted] that his migration has been ongoing for a few weeks and asked him to wait patiently for it to complete. Upon receiving the complaint we investigated and found domains hosted on the VPS simply had incorrect DNS records configured which we quickly corrected.
We granted [redacted] a full month’s hosting credit of $77.08 on February 12th for the inconvenience.
We have continued to watch [redacted] support request and assisted him some with unrelated issues. We have not had any further inquiries since February 18th, but we will continue to watch his support ticket and assist as needed.

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.
Although, I clearly do not recommend any new customers consider the Arvixe Company. The only reason I received any type of response from Arvixe is because I filed w/ Revdex.com. Thank you Revdex.com!
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.
However, Arvixe has still not rectified the original issues. I have included screenshots to validate my claim. There are errors at their end that have been going on now for months. I have also included a screenshot of the mail system error at their end that has caused any of their emails to not make it to me. Without their servers running correctly, I have no access to my business email [redacted], which is the master email account. They not only may have backlogged tickets, the response from the support group has been ridiculous. As you can see the 500 Internal Server Errors are strictly based in their systems and not at the user end. The 500 Internal Server Error is a very general HTTP status code that means something has gone wrong on the web site's server, but the server could not be more specific on what the exact problem is.I have also included a screenshot of your Revdex.com page regarding the complaints about ARVIXE so you can see that my claim is falling in line with many others already filed with you. I am not alone.
Regards,
[redacted]

Good Afternoon,Thank you for getting back to us regarding this matter. While we are sorry to see that you have requested the cancellation of your VPS package, given the circumstances surrounding your cancellation request we have proceeded with the requested refund and immediate termination of your hosting package. A refund of $360.00 USD was submitted for the most recent renewal invoice back to the original payment source. Please allow up to 10 business days for that refund to reflect on your financial statement.Again we do apologize for any inconvenience that this has caused and we thank you for your patience while this matter was reviewed for you by our management team.

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. Any refunds attempted perviously were done so in error.

Complaint: [redacted]
I am rejecting this response because:
Username:  [redacted]Password:  [redacted]Email Address associated with arvixe account:  [redacted]_____________________Ticket ID: [redacted]Details of ticket:Cannot log into their control panel via either http://cp.globalmagnetics.com nor via http://cp.saffron.arvixe.com Cannot log into their FTP account  using normal FTP softwareCannot process their contact form…  it either goes into a non-stop spin, or generates a 500 errorWe are also dealing with multiple email failures on that account.Registered email: [redacted]Password: [redacted]Registered email: [redacted]Password: [redacted]_____________________Ticket ID: #[redacted]Registered email: [redacted]Password: [redacted]
Regards,
[redacted]

The information requested in the secure email communication ([redacted]), if made public would compromise the integrity of the customer's account and potentially have a negative effect.  We are more than happy to work with the customer to reach the desired resolution but can not do that on a public or potentially public forum and risk a compromise.  We continue to await her response.

[redacted] has 4 VPS servers with us and has had issues with the data on one of them. We do provide a free backup...

service however per our terms of service these backups are not guaranteed and clients are strongly encouraged to keep local backups as well for any sensitive data.
From our terms of service :
Backups and Backup Access: Customer acknowledges that individual site backups are the responsibility of the customer. Arvixe keeps overall system snapshots in case of full system recovery and may not be able to provide you with on-demand recovery in case of individual file corruption or accidental deletion.
We suspect [redacted] affected VPS suffered from disk corruption which caused our most recent backups to also be corrupt and unusable. We were able to restore an older backup and return the VPS to operating status.  
[redacted] has now requested to cancel the VPS in question, have the time remaining on it prorated onto his account and have his 50% discount applied on it from our Black Friday sale applied to another VPS where he intends to migrate the data. Our terms of service prohibit the transfer of discounts from one plan to another but due to the scope of the problem encountered we felt the request was warranted and have offered to grant that for [redacted] on 1/21/2016.
This issue is ongoing as [redacted] has not migrated his data yet however we will continue to work with him assisting in anyway that we can and apply all the requested credits and discounts after the migration has completed.

An email was sent to the account holder's email on file asking for verification of ownership on  November 12, 2015 @ 3:10 PM (Eastern).  Before we can take further action to resolve any issues this verification must be completed.  We are happy to work with the customer to resolve any outstanding issues via internal ticket ID:  [redacted] and look forward to a response.

Complaint: [redacted]
I am rejecting this response because:Again, I do not deny ARVIXE offered my refund.  I reject the response because ARVIXE made no effort to solve my actual issue and no communication about that issue was ever made to me until I contacted the Revdex.com, at which point ARVIXE responded nearly immediately.  I lost a much larger sum of money and my client due to the errors and gross negligence from ARVIXE as a hosting company.  The $28 refund is NOT nearly enough to satisfy the frustration I have with their error, especially considering this was an ongoing issue for the past several years I have hosted with ARVIXE.
Regards,
[redacted]

Greetings,We'd like to start by apologizing for the frustrating start with our company. After review of the situation unfortunately it seems the full issue was not properly stated. We do actually offer a site builder with our accounts, however we have recently experienced an issue where the service...

was not functioning. This issue has since been corrected but regrettably we see that Mr. ** has since canceled his package and received a refund.We apologize again for the trouble getting started and appreciate the chance to clarify the situation.

Customer contacted us on January 20th regarding an issue with his site.  There were some delays in responding to him.  On February 4th customer was contacted by a Senior Manager and provided with a complete back up of his site and instructions on how to download.  Nothing was heard...

from the customer again so Senior Management reached out to him again on February 12th.  Customer replied with information to facilitate the refund which was accomplished on February 15th per his desired resolution.  We do apologize for the difficulty he experienced and will assist the customer in any way we can with his transition to his new provider.

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]

On January 17th 2016 Mr [redacted]’s hosting was detected to be sending spam emails in mass quantities. The email account being used was disabled and we sent notice to Mr [redacted] to alert him to this problem along with logs and details of the event. This is a very severe violation of our terms of service...

listed here : https://www.arvixe.com/tos.phpRelevant section of our TOSSPAM and Unsolicited Commercial E-mail (UCE): Arvixe takes a zero tolerance approach to the sending of Unsolicited Commercial E-mail (UCE) or SPAM over our network. Very simply this means that customers of Arvixe may not use or permit others to use our network to transact in UCE. Customers of Arvixe may not host, or permit hosting of, sites or information that is advertised by UCE from other networks. Violations of this policy carry severe penalties, including termination of service.Violation of Arvixe SPAM policy will result in severe penalties. Upon notification of an alleged violation of our SPAM policy, Arvixe will initiate an immediate investigation (within 48 hours of notification). During the investigation, Arvixe may restrict customer access to the network to prevent further violations. If a customer is found to be in violation of our SPAM policy, Arvixe may, at its sole discretion, restrict, suspend or terminate customer's account. Further, Arvixe reserves the right to pursue civil remedies for any costs associated with the investigation of a substantiated policy violation. Arvixe will notify law enforcement officials if the violation is believed to be a criminal offense.First violations of this policy will result in an "Administrative Fee" of $30 and your account will be reviewed for possible immediate termination. A second violation will result in an immediate termination of your account.As our resellers are ultimately responsible for the actions of their clients over the Arvixe network, it is advisable that resellers develop a similar, or stricter, policy for their clients.--END--We received no reply from Mr [redacted] and followed up again on January 19th, 20th and 21st. After receiving no replies to four notices regarding illegal activity occurring on the account we suspended it on January 22nd. We received no contact until February 6th where we began working with Mr. [redacted] to resolve the issue.  The account was restored on February 16th after acknowledgement of the problem was received.  On February 14h Mr [redacted] attempted to order a CloudClass private server for $179. His order was blocked by our fraud detection due to a mismatch between his IP address and physical address. We requested documentation to manually verify this order in which Mr. [redacted] refused and asked instead to cancel his services. Despite being outside our refund window we granted Mr [redacted] a full refund of the fees paid for his shared hosting account totaling $36. The $179 fee for the Cloud server was rejected and never posted to our account. At this time we suspect our business with Mr. [redacted] has concluded but we continue to watch his support tickets should he need additional help in the future.

We have been working with the customer through internal ticket ID: [redacted]  The customer's concerns were valid and have been addressed.  We sincerely apologize for the difficulty this has caused and will continue to work with the customer through any future issues.

Greetings,We were very sorry to hear that Mr. [redacted] has been having difficulty in accessing his account to pay his invoice, however we see that on July 14th he was able to log in and his invoice was paid and the package reactivated.With regard to our live support being unable to assist Mr. [redacted] in...

this instance, as with all our contacts for support, our front-line staff does need to verify that the person they are assisting is the owner of the account before modifying the contact information or disclosing information related to an account. This also applies to attempting to charge a customer’s credit card when someone in live support asks them to do so.While Mr. [redacted] is allowed to have his primary contact email be associated with his hosting services, we do discourage this association. This is due to the fact that if the package has to be suspended for some reason Mr. [redacted] would not receive the notification regarding why it was suspended and would be unable to reset his password if he were unable to log in. For this reason we do recommend having the primary email on file not be hosted on the customer’s hosting package.We believe that this issue is now resolved, however if we can be of any further assistance, please do not hesitate to let us know.