Arvixe, LLC

Complaint: [redacted] I am rejecting this response because: Let me explain the issue clearly as you have misrepresented it: 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 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 $every two years, because that was my promised renewal rateSee attached screenshots Arvixe billed me nearly twice as much for my renewal: $for yearsI contacted Arvixe support to make them aware that I was promised $3.20/mo for the life of my account Arvixe support, after much struggle, “credited” my account for $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 askedThis handcuffs me to Arvixe, because the only way I’ll ever get my $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 I have demanded that the $stolen from me be returned to my checking account, not as an Arvixe “credit” that must be spent on Arvixe productsI have demanded that my bill be restored to $3.20/mo hereafter, as was promised to me by Arvixe when I signed upI 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]

We contacted [redacted] on January 21st and provided him a full refund of all fees paid totaling $and have closed his accountWe have been following along with his support ticket to determine if any additional help is needed but have not received any further communication since the 21stWe will continue to monitor this issue and assist [redacted] in any way needed

Complaint: [redacted] I am rejecting this response because: Regards, [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 weeksI lost thousands of dollars due to the issues and considered legal action but opted to resolve the matter firstThey bill me $on time in spite of unresloved issues and refuse to credit $for my loss If the matter is not resolved at this small request, I will pursue the $2,I lost when my pages were down for a week

We are very sorry for the difficulty the customer has faced with his account We are currently working with the customer via internal ticket ID: [redacted] and will continue to do so until this is 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 Yes , It has been resolvedThank youSent on a Sprint Samsung Galaxy S® III Regards, [redacted]

Good Afternoon,We are sorry to hear that Ms [redacted] has been having issues with canceling her account and would be happy to process her cancellation request to close the account for her, however, before we do so we do need her to submit a cancellation request through the billing systemWe apologize for any inconvenience this might cause, however this helps ensure that the cancellation request is from the account ownerThe process is fairly simple to request the cancellation and we have included the required steps below:Login into your Customer Area: [redacted] Click the Active button next to the service you wish to cancelScroll down and click the Request Cancellation buttonComplete the form, scroll down and click Request Cancellation to complete the submission.Once this cancellation request is submitted we will process the request and terminate the account along with deleting any open invoicesIf Ms [redacted] is unable to complete that cancellation request for any reason, we have sent an email to the primary email address on the account that she can reply to to confirm her request to cancel the account.We do apologize for any inconvenience that this situation might have cause for Ms [redacted] and will be happy to work with her to ensure that this request is completed in as expedient a manner as possible once we confirm the request has been submitted by the account owner

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

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 will proceed to cancel the account right now Regards, [redacted] ***

Upon receiving [redacted] complaint we began investigating and found an SSL issue with his main site and some DNS records that needed correctingAfter correcting those there was also an issue with his BIND serviceWe assisted [redacted] with these problems and also granted him a full month credit on his VPS totaling $The last reply we received from [redacted] was on February 4thWe sent a follow up email on February 11th but have not gotten a reply so we can only assume the matter has been resolvedWe are continuing to monitor the support ticket in the event further help is needed

Good Afternoon,Thank you for getting back to us regarding this matterWhile 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 packageA refund of $USD was submitted for the most recent renewal invoice back to the original payment sourcePlease allow up to 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

Hello Andrew, I received your Revdex.com complaint todayI am sorry to see that you had some problems completing your paymentIt does appear there was some error with our billing system as the funds did not appear there as being paid but we were able to locate them in our Paypal accountThe $has now been refunded and your Paypal dispute has also been updatedplease take a look and let me know if there is anything further I can do for you [redacted] Escalated Support Manager Arvixe.com

Good Afternoon,We appreciate the concerns Mr [redacted] has brought to our attention.The uptime guarantee covers network uptime and does not cover issue related to DNSAs a courtesy we see our management team had the opportunity to reach out to Mr [redacted] through a ticket to offer a courtesy account credit for the troublesCompensation related to issues experienced would be issued as non refundable account credit.Recently we have been moving our shared hosting clients on to new hardware to provide our clients with a more robust hosting environmentWhile our live support does their best to address all the concerns during the interaction some issues require further investigation through a ticketWe see recently due to the issues expressed in live support a ticket was issuedIt was then found that your account had been moved to a more robust hosting environment and a DNS update was required to point the domain to the proper locationWhich would have required a DNS update at the registrar of the domain name.To continue to work with our management team in relation to your concerns please respond back to the ticket that was established

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 extreme measures were needed to get any attention for my situationsOne refund was forced by my credit card company after Arvixe denied refunding several times Regards, [redacted] ***

Greetings,We offer our apologies for the frustrating experiences as of lateWe 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 possibleIn regards to the notices on the transferred domains, we are working to correct our registration system to ensure this does not continue moving forwardsAt 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

To whom it may concern, We respond as follows to this complaintWe 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 informationWe strive to provide the the best support possible and we sincerely apologize if we have let him down in any wayWe will carefully review all of his claims thoroughly and look for ways to implement an improved support structure across our platformWe understand that Mr [redacted] would like to cancel his account and receive a prorated refund for the amount of time remaining on his hosting packageWhile our terms of service does not allow us to provide a refund for accounts older than 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 goodwillAll we ask is for a formal cancellation request to be submitted by our clientWe have reached out to Mr [redacted] in ticket [redacted] with instructions on how to properly submit a formal cancellationWe'll follow up with him in that ticket and we appreciate his cooperation in that regardsIf 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 himLastly, we wish to thank Mr [redacted] for his six year loyalty to ArvixeHe will be missed and we wish him all the best

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 $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]

Good Evening,We were sorry to hear of the compatibility issue with [redacted] earlier last year, but unfortunately this technology has become difficult to support for our customers using Shared Hosting as we've had security concerns with the technologyWe do still offer services for customers who must run this type of application, but understandably, the cost is higher as the customer must not share a server with other customers The privacy setting Mr [redacted] mentioned is a security feature offered by all domain providersIt is enabled by default to help prevent theft of domains, but the feature can be disabled by our customers through the billing systemWe're working with Mr [redacted] to resolve the domain transfer and temporary email issues and have also initiated a refund for unused services

Good Evening,We were sorry to hear of the trouble with the related site, however unfortunately we have attempted to locate the tickets mentioned in the complaint but have been unable to find any tickets under the e-mail address provided, or the e-mail address linked to the billing account As such, we will be reaching out to Narendrakumar via phone to discuss this matter in more detail and to ensure any remaining issues are fully addressed

We are very sorry for the delays and difficulty the customer faced while trying to transfer his domain to another Registrar Ultimately the problem was with an incorrect code from the Vendor We contacted the vendor on 04/04/regarding the issue and a new code was issued on 04/05/and provided to the customer.The customer received the code on that date and provided that it appeared to work at his gaining registrar, Go DaddyOur vendor does not release domain names to gaining registrars for days in compliance with ICANN regulations and directives The domain was successfully transferred to Go Daddy at [redacted] and is now managed thereWe fully understand the frustration this has caused our customer and apologize for the delays he experienced We stand ready to assist the customer any way we can to help facilitate his transition to his new hosting provider

We attempted to call the complainant to resolve the issue but were unsuccessful We have reached out via email and internal ticket ID: [redacted] and will work directly with the consumer to get this issue resolved