Arvixe, LLC

We found Mr. [redacted]’s account fraud locked in our system due to a geographical mismatch between his IP address and physical address. After searching our paypal records we located and applied his payment while manually verifying his account on February 11th. All access details were then sent out. We...

have had no additional support requests from Mr. [redacted] but can see that he cancelled his account from our billing system on February 12th and received a full refund.  We attempted to follow up with Mr. [redacted] on February 18th to see if more help was needed but have not received a response. We believe that all of Mr. [redacted]’s needs have now been addressed but continue to watch his support ticket in the event he needs additional help.

We completely understand the customer's frustration with the situation with his server and are working toward an amicable solution via internal ticket ID: [redacted]  Steps have been take to relieve the diskspace issue and we will continue to move forward with a resolution.

Good Morning,We appreciate the chance to review this situation and apologize for the back and forth while the full scope of the issue was worked out. After investigation we did find that the account was behind by a few months and offer our apologies for the trouble while this was worked out. We've...

since had a chance to work with [redacted] directly to resolve all issues but if we can be of any further assistance, please let us know and we'll be glad to help.

Good Afternoon,We've since had a chance to investigate this matter in more detail and see that we did indeed find that this account was hosting Phishing content which means it was making attempts to gather visitor's information inappropriately. In this cases we do need to take immediate action to...

protect visitors and issued a suspension as this type of content is against our terms of service. At that point we issued an e-mail notification but unfortunately Mr. [redacted] had provided us with an e-mail address under the same domain that he was hosting with us. This meant that once we suspended the account, his e-mail address stopped working. We always advise to use an address not associated with the account but unfortunately some do slip through the cracks as we do not constantly police the e-mail addresses customers provide to us.Although the account did violate our terms of service by hosting phishing content, as a courtesy for the communication issues we will be refunding the amount discussed. We've been back in touch via e-mail to confirm this information and will continue to assist there as needed.

Good Evening,We appreciate the opportunity to address these concerns and we were very sorry to hear of the trouble Mr. [redacted] was having obtaining the expected service. Although we understand Mr. [redacted] feels he was given the run around by our chat agents, our front line support is intended to...

correct introductory to mid level issues, so the more advanced technical issues will require review by our higher level administrators who work strictly through our ticketing system. To that point, we understand the response times on the ticket where not near what Mr. [redacted] hoped for or what we are aiming for, which is something our management is addressing by increasing our staff levels as quickly as possible in order to meet demand. At this time we have addressed several technical issues that were pending on his account, and we've also issued compensatory credits in the amount of $15.00 for the trouble experienced on the hosting package.We thank Mr. [redacted] for the chance to discuss this matter further and for the opportunity to confirm it is not our intention to let wait times continue on as they have been.

Customer contact Arvixe Support  April 07, 2016.  A ticket was created on  April 07, 2016 @ 1:12 PM.  Customer indicated he filed this complaint with the Revdex.com at April 07, 2016 @ 2:19 PM.At  April 08, 2016 @ 10:21 AM, technical support staff indicated that email...

appeared to be flowing and moving correctly through the server.  This was verified to the customer again at  April 08, 2016 @ 3:55 PM and log entries were provided where email was successfully handled.We heard nothing further from the customer.  We reached out again on  April 15, 2016 @ 9:18 AM to verify they were sending and receiving mail, and as of this writing have heard nothing further.We consider this matter resolved, however if the customer does experience any further issues we encourage him to contact us via our Support Portal.

[redacted] cancellation request was processed on February first. His invoice number [redacted] for $120 was removed at that time. We have received no further requests and assume the matter to be resolved.

We received [redacted] request to restore data on January 15th and began working with him on a daily basis to...

restore his content. Due to the complexity of restoring data on a windows based hosting account this was an ongoing process. Our last request for assistance from  [redacted] occurred on January 24th and was completed. We have had no further requests since that time but continue to monitor this issue and will assist as needed.
While not our normal policy as outlined in our TOS we have also provided the $75 credit as requested on January 27th which amounts to 10 months of hosting fees.

To Whom It May Concern,We respond as follows to this complaint.
1em;">On September 5th, 2016, Mr. [redacted] opened up ticket [redacted] and reported to us that he was missing content on his newly migrated server. On September 14th, we were able to redo the migration and ensure that all of his content was transferred properly. Our records show that there was never a true loss of data as we had a complete backup on the old source server. Without confirmation from Nataragan, notes in the ticket suggest that he pointed his domain to the new server, therefore his site(s) may have temporarily been without some content. However, our estimation based on Mr. Natarajan's reply on September 14th indicates he was without full content for no longer than 48 hours. So while our terms of service does not allow us to provide any credit for this incident, I'm happy to report we are extending him two months of free hosting as a one-time courtesy and gesture of goodwill. We have extended his package renewal date to reflect this change.We have not hear back from Mr. [redacted] yet, confirming that he has all his content. It is our belief that the issue is fully resolved at this time.

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]

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 closed my account and Arvixe credited me a partial refund.So from a financial perspective, Arvixe and I are square. However, I would add that I would not have needed to close my account and request a refund if Arvixe's support had been satisfactory. As it turns out, my website and control panel were down for 13 days, from 6/16/16 to 6/29/16, and during that period, I was unable to get any response to my support tickets other than "it will be fixed at the earliest" or "it has been forwarded to our senior technical staff." See the attachments.
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.
Regards,
[redacted]

To Whom It May concern,We respond as follows to this complaint.On April 25, 2015, Ms. [redacted] pre-paid for 2 yrs of web hosting with Arvixe.On September 26, 2015 she opened up a ticket ([redacted]) claiming she was having email trouble. We replied the next day acknowledging and...

resolving the issue, and confirmed with Ms. [redacted] it was fixed.On December 12th, 2015 we notified Ms. [redacted] that her hosting account was using too many server resources to the point that it was degrading the entire server. We gave her 24 hour to correct the problem or we would have no choice but to suspend her account. Upon further investigation by both parties, it appears the account hay have been infected with malware. We informed her that when a website is infected, it's the responsibility of the site owner or web developer to detect and remove it. The issue was resolved on December 16th by Ms. [redacted] in ticket [redacted].The next contact we had from Ms. [redacted] was June 3rd (ticket [redacted]) informing us of the email issue. After numerous replies back and forth, the ticket was escalated on June 5th; however, the ticket was moved to the wrong queue where it sat untouched for several weeks. We deeply regret this mistake. Before we could get to the ticket, on June 26, 2016, Ms [redacted] submitted a cancellation request. A refund was also requested for the time remaining in the amount of $40. Per our terms of service we do not offer refunds for charges after 60 days. However, as a gesture of goodwill, we have issued the refund of $40 per Ms. [redacted]'s request.At this time we believe this issue has been resolved.Regards,Arvixe Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of a pro-rated refund is satisfactory to me. The business contacted me directly and I accepted its offer of the refund. Thanks for your help.
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. I've also received contact from the business stating that their was a billing mistake and that I owe nothing.  Thanks,  
[redacted]

We have reached out to the customer via internal ticket ID: [redacted] and will continue to work with him via that venue.  Customer is encouraged to use that ticket for future communications regarding this issue as we move forward to resolve this and meet his desired resolution.

We would first of all like to start by apologizing to [redacted] related to recent automated renewal charges. We would also like to thank them for bringing these concerns to our attention. Our management teams has had the opportunity to reach out to [redacted] via ticket to further discuss the account...

in question and we have yet to receive a response. With all hosting packages and services with Arvixe they are set up to automatically renew which is outlined in our Terms of Service in section 4.1.===== https:/[redacted] =====You expressly acknowledge, agree, and authorize us to automatically bill the applicable fee and/or charge your credit card or other payment method on file for each Renewal Term, unless you terminate or cancel the Services prior to such charge as provided in this section.========== Also upon review of the account we did not locate any request to cancel the hosting package after these charges took place. Our cancellation policy is also outlined in our Terms of Service in section 8.https://[redacted]While the account is not eligible for a full refund and outside of our refund policy our management team has reached out to [redacted] to offer a refund. We invite [redacted] to reply back to the ticket our management team has established with them to work through these concerns.

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.

[redacted] refund was processed on March 17th for $54.00. He confirmed receipt of the refund and has requested no further assistance at this time. We consider the issue to be resolved but will gladly continue to help [redacted] should the need arise in the future.

Greetings,We apologize for the trouble with the site and after communicating with Mr. [redacted], have found that the internal server error has now been resolved, however we continue to work with Mr. [redacted] to ensure that certain IP addresses are whitelisted for the firewall service. We will be...

following up to confirm as soon as this has been completed but if we can be of any assistance in the meantime, please let us know.