Arvixe, LLC

When this catastrophic failure occurred it was due to the very systems that we have in place to recover from an incident like this Our most senior and advanced engineers worked tirelessly to recover the data along side the hardware vendor who manufactured the failed appliance Every effort was made to recover the data but in some cases it simply was unrecoverable.Procedures have been put in place to mitigate the possibility of this happening again but as with any technology failures can a do occur despite the best efforts of all concernedWe fully understand and can appreciate the customer's frustration with this and are more than happy to work with him to create a new account on a different server and offer credit toward their hosting costs Unfortunately this is the best we can do as we can not recover any more data from the server

On our initial investigation into [redacted] problem we discovered an issue with one of her plugins which was causing her site to not respondWhile we usually do not supply website management, we made corrections for the client in this instance and repaired the site on January 27th *** [redacted] continued to have issues connecting to the siteWe discovered the site was being flagged by web browsers for hosting malware and access was being blockedUpon further investigation it was discovered that the content management system being used by the client was Joomla That product was originally released on April and currently has several security vulnerabilitiesThis is likely what led to the problem we corrected on the 27th.While not our policy we attempted to help [redacted] in cleaning the site of malwareWe located and removed two files which were contaminated but were not able to locate all of the malwareWe explored the option of restoring a backup for the client however we determined the date of the original infection on the site to be near December 1st and we did not have a backup prior to that date Since we do not provide web development work we suggested [redacted] contact a web developer for help or use a popular service geared towards cleaning hacked websitesRequests for compensation were not granted as these problems originated with the website directlyThere were no service issues which caused the site to have problemsWe will continue to work with [redacted] and are watching her support ticket for updates

Good Morning,Unfortunately Revdex.com complaints are not considered a verified source for requests such as data termination or account terminationAs such, we will be unable to fulfill this request at this timePlease note that agreement to the new terms of service does not mean agreeing to additional charges or serviceAdditionally, we have reached out via e-mail to request confirmation of the request to cancel and have not heard backOnce we have received written confirmation via our e-mail communication, we will be glad to process this request

Greetings,We were certainly sorry to hear about the lost content and have attempted to review the related support tickets but have been unable to find any related conversations linked to this accountWe'll be glad to consider a refund once we've received additional information on the situation in question and have reached out to Mr [redacted] to request further detail

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

Good Evening,We were sorry to hear about the frustration caused with our verification policy and appreciate the chance to discuss this furtherWe understand Mr [redacted] has noted that we did not allow ownership of the account to be determined via an e-mail address that was created on the accountUnfortunately the web industry has a high level of fraud and attempts to hack accounts, so to help protect against this, we do not allow customer's to use e-mail addresses created on platform to prove ownership of the billing side of the account where payment details are available.In our experience, when a bank has issued a new card, they will be able to provide proof of the previous card's numberWhen we receive these documents, we are happy to allow these as proof of ownership on an accountUnfortunately we were not provided the necessary information to fully confirm ownership of the account, so we must treat this issue as an unauthorized use of a credit cardWe have removed the credit card in question from our records to ensure it will not be charged again, and offer our apologies once more for any inconvenience caused by the strictness of our security policiesIf we can be of any further assistance, please let us know and we'll be glad to help

Arrive is the most dishonest business I've ever seenAfter we punched years of hosting in advance, they put us on the slowest server that had issues literally every other dayAfter a year of suffering and Arvixe inability to help, we moved to a more reliable serviceThat was March We spoke with Arvixe and was assured that they canceled our accountThey've never refunded for the unused year, but promised $creditThe credit was never issued AND we received a new invoice in March 2016!!!! We were told the account was never closed and that's why we were invoicedOk, we went with cancellation once again, spoke with Arvixe times and was assured that all is closed nowGuess what? We were still automatically charged yesterday 4/15/Nobody responds to emails or pick up the phoneThis company has no ethical standards

To Whom It May Concern,We respond as follows to this complaint.On October 28, [redacted] contacted Arvixe support advising the hosting would be cancelled and moved to a different hostAn Arvixe agent advised the account could be cancelled immediately, and a partial refund for the remaining time was offeredThe client responded by stating "the issue was resolved" and the Arvixe agent understood that as no further action being necessary.The hosting plan remained active following this contact on October 28,2015, and the client followed up again on April 11, stating their sites and content had been redirected to another hosting provider and requested a refund for the remaining term : April 11,2016-July 24,(months or $@ $per month)[redacted] 's representative ( [redacted] ) was informed of our Terms of Service and the refund policy stating service refunds are only offered within days of the account acquisition dateBeing outside this window, an account credit may have been offered upon cancellation, however no cancellation was completed and the hosting services remain active to this dateAs a courtesy, we have honored the partial refund request - however due to the time that had passed a refund would need to be sent via PayPal.On June 27, we contacted the client by phone at [redacted] , offering a partial refund from the date of the cancellation request, the client will reply on ticket [redacted] indicating the correct PayPal address for the refund to be applied(the account MUST be cancelled as part of this transaction)This resolution was deemed acceptable by the client's representative.Regards,Arvixe Customer Relations

We received [redacted] request for assistance with his domain transfer on January 12th He was having difficulty updating his contact details under his domain which was preventing him from completing his domain transferWe manually updated his contact details for him and synced that in our billing system [redacted] was then able to complete his domain transfer on January 18th and his domain is now registered with tucowsThere was also an additional request not mentioned in this case for refunds for the months of October, November and December, due to uptime being below 99.9% which we have now grantedWe will continue to work with [redacted] with any further requests that he may have

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

We understand the complainant's frustration Unfortunately, since she is not an account holder with Arvixe we are unable to address these concerns with her We are more than happy to address them with the account holder directly We must verify ownership of the account through our verification methods before action can be taken The account owner should continue with any conversation they may have with our Billing Team, or reach out to them directly through [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 meI've also received contact from the business stating that their was a billing mistake and that I owe nothing Thanks, [redacted]

We were unable to locate a customer account associated with the information provided in this correspondence Customer should contact us directly at [email protected] so that we can assist with any service related issues they might be facing

Good Evening,We have reached out to Mr [redacted] via the email address on file, clarifying that our discounts are offered for the initial purchase, whether that be for one month, or up to multiple yearsWe have also requested that Mr [redacted] send us the screen captures mentioned in the complaint so that we may work to authenticate.Unfortunately we have found that at some times, unaffiliated individuals use our advertisements to solicit clicks for illegitimate advertising revenueAt other times, we offer time sensitive sales that expire if purchase is not made within the hours of the saleWe will continue working with Mr [redacted] to validate the offer and will happily honor any discounts on purchases made during the hours of a sale

I have used Arvixe hosting for different websites for more than two years and, until recently, I was very happy with their service Then they were bought by EIG (Endurance International Group) and, according to many reviews, they let most of their support staff go The result is horrible They can't keep sites running, their phone support takes >hour to get through, even worse for live chat and they don't respond to tickets for up to days!! My email has gone down three times in the past two weeks -- for more than hours in two cases, and they just don't seem to care Who can live with no access to email for hours??

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.In addition to what I have included below, I would like to ask "How much time will it take to migrate the files, and will this migration have an impact on other aspects of the website?"I am also communicated with the business in the Customer Support Ticket thread Here is what I asked them in regards to this solution:" [redacted] , We are definitely interested in the migration and would like to pursue itA few questions: What would be required from our end to make the migration happen? Would anything change as far as how our customers use the email functionality on our website? When would the migration take place? Would the migration affect other components of the website, even temporarily? We just need to understand the impact and potential timing so that we can communicate to our customers what to expect." Regards, [redacted] ***

Good Afternoon, We sincerely apologize for any troublesome experience encountered regarding your account and domain as well as the delays encountered with your service ticketTo provide further information, the domain name is included free with the Hosting Package Type that you had selectedAs the domain was included free of cost, there was no invoice generated for the domain which explains why none was available within the billing systemRegrettably we have found that auto-renewal was disabled which led to the expiration, however we have since renewed the domain and ensured that it is now active.Typically there would be a charge for transferring away a domain as these are only free when kept with us for the duration of the hosting package, however we have waived this cost and unlocked the domain to allow the transferWe have followed up via e-mail with this information but if we can be of any further assistance, please let us know and we'll be glad to help

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 We have moved to another hosting company, and Arvixe has been helpful in this regard They have also offered me a full refund for my troubles Regards, [redacted]

We received [redacted] request for assistance in renewing his accountWe have recently migrated to a new billing system which has led to some clients needing help in learning the usage of our new systemWe located and corrected a typo in [redacted] contact details and helped him to to login to his account and submit a renewal payment as requestedWe have not had any further contact since January 27th and assume this matter has been resolved

Complaint: [redacted] I am rejecting this response because:I responded twice to your answer mentioned here, from gmail, and it seems you have email issues.Attached are both responses to: [redacted] ***Escalated Support Manager Arvixe.com Regards, [redacted]