Arvixe, LLC

To Whom It May ConcernWe respond to this complaint as follows.Mr. [redacted] contacted our support team via email support on June 20, 2016 requesting to have four A records added to his domain name www.[redacted].org. Unfortunately, we were unable to accomodate his request as quickly as we would have...

liked due to server issues.On June 27, 2016 we contacted Mr. [redacted] advising the domain www.[redacted].org has been directed to the correct A record as per their request. We have advised Mr. [redacted] his account would need to be cancelled for any refund or credit to be offered. At this time his account is still active.Regards,Arvixe Customer Relations

Greetings,We'd like to start by offering our apologies for this frustrating situation. Unfortunately following emergency maintenance on Mr. [redacted]'s server, we encountered an issue which required a restore of his content. Although we wished this process had gone smoother, issues arose and we...

needed to move the account to a new and more stable server. At this time we have completed the necessary work to restore the content and have followed up via ticket [redacted] with more information on how to resolve the remaining issues with the sites.Although we understand much more has been requested for the downtime, we had previously provided 3 month of service free of charge. Due to the resolution taking longer than we expected, we have added 1 year of credit to the account to cover his services well into 2017. We appreciate Mr. [redacted]'s patience while this emergency work was completed and if we can be of any further assistance, please let us know.

To whom it may concern, We respond as follows to this complaint. We see that Mr. [redacted] has provided a myriad of feedback in regards to his experience with Arvixe over the past few years and we are very saddened to hear of this information. We strive to provide the the best support possible and we...

sincerely apologize if we have let him down in any way. We will carefully review all of his claims thoroughly and look for ways to implement an improved support structure across our platform. We understand that Mr. [redacted] would like to cancel his account and receive a prorated refund for the amount of time remaining on his hosting package. While our terms of service does not allow us to provide a refund for accounts older than 60 days, we're happy to report that we are approving a prorated refund in the full amount he has requested, as a one-time courtesy and gesture of goodwill. All we ask is for a formal cancellation request to be submitted by our client. We have reached out to Mr. [redacted] in ticket [redacted] with instructions on how to properly submit a formal cancellation. We'll follow up with him in that ticket and we appreciate his cooperation in that regards. If he has any questions or concerns regarding this matter, we encourage Mr. [redacted] to contact us any time and we'll be very happy to assist him. Lastly, we wish to thank Mr. [redacted] for his six year loyalty to Arvixe. He will be missed and we wish him all the best.

Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted], and in this particular response they indicated they were "looking into the matter".  However, after being contacted by Arvixe directly due to my Revdex.com complaint and then providing a past e-mail of my lifetime 50% discount, I was contacted by Arvixe on November 8, 2017, and they stated the following:"Thank you for sending a copy of the email.  We have updated your account to reflect the $72.00 discount. When this promotion was originally set up, I do not believe they had the foresight of a future price increase. Fortunately, we are able to correct it. We do apologize for any inconvenience this may have caused you. [redacted]Customer Service ManagerArvixe Web Hosting"In view of this e-mail on November 8, 2017, I find that the above resolution stated in the e-mail above is satisfactory to me. Regards,
[redacted]

Complaint: [redacted]Here are the details you have requested: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,
Linda Norton

First and foremost we would like to thank [redacted] for bring these concerns to our attention. We certainly do apologize for the frustrations experienced.Our management team has had the opportunity to contact [redacted] on the phone to get these concerns sorted out. Upon further review of the account we...

noticed that the intended refund amount of $95.40 was issued as an account credit instead of a direct refund. Due to the age of the payment we are unable to refund the payment directly but we have worked with [redacted] to gather information so we can send the refund amount via check. Also upon further investigation we have determined there has been no invoices or payments on the account since the payment in May 2016 which we are currently working on getting this refunded manually.Also our management team has established a direct line of contact with [redacted] via our ticket system so if there are any further concerns or assistance required they have a means of communicating with our management team directly.

Good Evening,[redacted]' signed up with us on April 23, 2016 and paid us $134.40 for a 24 month cycle PersonalClassPro hosting plan . On April 30, 2016 he created a ticket stating the servers disk space was full. This issue was resolved in under 13 hours. [redacted] also reported issues on...

May 8, May 31 and July 20. The resolution times ranged from 11 to 13 hours, though one of the issues did take up to three days to resolve. On August 1st, another ticket was created and we regrettably were unable to replicate the issue stated. We informed [redacted] on August 17 that we saw no issue at the time and that is when he informed us of his intent to close the account immediately.While our terms of service does not allow us to provide a refund for his cancellation, as a gesture of goodwill, we have approved a prorated refund for the remaining prepaid time. We submitted the refund for the remaining unused time on August 23rd, 2016 in ticket [redacted].

To Whom It May Concern,We respond as follows to this complaint.On June 3, 2016 Mr. [redacted] requested a cancellation of his hosting package in ticket [redacted]. He requested a refund for the remaining time left on his billing cycle, plus a refund for an additional payment he had made (upon...

his own will) to extend his hosting package an additional year. While our terms of service do state we do not offer refunds for accounts older than 60 days, as a gesture of goodwill, we issued a refund to Mr. [redacted] on June 14, 2016 in the amount of $64.80, as he requested.We believe that this issue has been resolved at this time.Regards,Arvixe Customer Relations

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.

Good Evening,We were sorry to hear of the trouble reaching the site as this is not common for a specific region to have such issues reaching a specific IP address. Following Mr. [redacted] update with a traceroute, we were able to determine that the issue did appear to be related to a...

specific IP address and have since assigned a new address to the server. While this appears to have resolved the issue, we understand the concern is related to the response time on the ticket.We're of course in agreement that the response time here was not what we like to see on our support tickets and offer our apologies for the delay between January 21st and February 6th. We are constantly working to improve our response times and appreciate Mr. [redacted] patience while we worked through our support tickets in the order they were received.Although we believe the issue to be resolved at this time, we will be monitoring for any future reports and have escalated the ticket to a customer service manager to keep an eye on in case of any additional trouble. We'll also be providing free hosting for the related time frame in appreciation for his patience. If we can be of any further assistance with this complaint, please let us know.

To Whom It May Concern,We appreciate the chance to review these concerns and after investigation, we've found that on June 11th, Mr. [redacted] was invoiced (#[redacted]) his standard monthly renewal for his hosting package that he currently has active with us. It was auto charged to the credit...

card he previously provided on file, on June 21st. Then on July 11, another monthly invoice (#[redacted]) was generated for the same hosting package, and then on July 26th, it was auto-charged to the credit card that was still on file.At this time and per our terms of service, the only way to disable "auto-renew" on a hosting package with Arvixe is by manually removing the credit card on file or cancelling the hosting package. The ability to manually disable auto-renew on a hosting package was discontinued around January 2016 when Arvixe changed billing systems.As a gesture of goodwill, we are happy to refund the most recent invoice paid, [redacted], in the amount of $6.30, as Mr. [redacted] has requested. However, we please need Mr. [redacted] to cancel the account first. He can do so by following the instructions we have provided in tickets [redacted] and [redacted].We look forward to resolving this issue with Mr. [redacted] and we await his reply.

Complaint: [redacted]
I am rejecting this response because: This company continues to email me despite the fact that I do not have an account with them. They advised you that they would no longer email me, but as you can see they continue to email me.[redacted]

Mr. [redacted] was originally granted refunds on his accounts however due to a processing error some of these refunds did not go through. After working with our merchant provider we were able to get the remaining refunds processed and sent to Mr. [redacted] on March 4th. We have had no further requests...

from him at this time.

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]

[redacted]Good Evening,We were sorry to hear of this issue and apologize that resolution was not more forthcoming. It is unusual that a customer is able to access the websites, but not their hosting panel which is also hosted on the same server, so we've reached out to Mr. [redacted] to offer direct phone...

support to get to the bottom of this situation. We agree with Mr. [redacted] that the support of this issue has not been sufficient, and appreciate Mr. [redacted] giving us a chance to work with the related agents to ensure similar experiences are improved moving forward. As mentioned above, we've reached out to Mr. [redacted] but not only to offer support for the issue, but to also compensate for the frustrating experience or offer a refund back to the date this issue was first reported. We'll be keeping an eye out for any updates on the related e-mail thread, but if we can provide any additional information or support, please let us know.

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.