Arvixe, LLC

We do apologize for the difficulty the customer has faced in generating his back up I have updated the customer via internal ticket ID: [redacted] and provided two different back ups for the customer to download I will continue to follow up with the customer via email to ensure his desired resolution is met

[redacted] was granted a pro-rated refund on 2/15/ of $We followed up with him on 2/23/and [redacted] confirmed that the matter is now resolvedWe will continue to watch his ticket in the event he needs more help in the future

This hosting account along with others was created by an individual attempting to commit fraud against Arvixe by abusing our Affiliate programOur 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 linkThis particular Affiliate setup fictitious accounts over the time frame of a few days in early November They used internet proxies along with their affiliate link and have attempted to collect the referral bonus on each of these ordersOur Affiliate manager caught this and suspended their affiliate accountThis has led to a string of complaints with the Revdex.com all originating from the same individualThey are canceling all of these accounts and demanding refunds on all of themOur Affiliate TOS available here strictly forbids this [redacted] Some relevant sections :5.Valid commissiocommission 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 referrerArvixe reserves the right to only pay for referrals that are activeActive is defined by clients with a website and domain name pointed to an Arvixe server with user generated/uploaded contentTerminated accounts are not eligible for a commissionCommissions may only be earned per each new client referred through the unique affiliate linkAffiliates also may not advertise on referred clients sitesAcceptable ReferralsYou may not refer yourself or your family members through this affiliate programAffiliate referrals can not be funded/paid by the affiliate themselvesEach payment must come directly from the referred account holder to be eligible for a commissionYou also may not refer customers who will be using the same payment method.From our General TOSMoney Back Guarantee: 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 policyWe do not consider these complaints to have any merit or even be from valid clientsThese are all coming from a single person who is attempting to defraud Arvixe

Good Evening,We are of course sorry to hear that a service was purchased which was not desired, however unfortunately once domains are registered, they cannot simply be un-registeredDomain registrations are in year increments and by the time Mr [redacted] had contacted us, the domain had already been registered.We must also point out that by default, our checkout page has the .com domain extension selected by defaultThis means that a customer must click the drop-down menu and manually select .co if they do not wish to purchase a .comWe see that during the live chat, Mr [redacted] seems to have changed his mind and requests that he have a .com registered instead of .co however unfortunately the domain had already been registered at that pointWe must also be clear that our checkout page is functioning correctly and that our customers are able to review their order which includes a break down of the domain requested as well as a breakdown of the pricing.Again we do apologize that Mr [redacted] selected a more expensive option than what was desired, however all customers are shown a break down of the charges and at this time the domain has been registered for year and is non-refundable

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 renewThis information is listed both on our checkout page as well as in our terms of service, and is not a new change to our accountsOur 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 servicesHaving said that, we under Ms [redacted] no longer needs the hosting services and have since provided a full refund of the recent renewal costsWe hope this fully resolves the concerns raised, but if we can be of any further assistance, please let us know

We found Mr***’s account fraud locked in our system due to a geographical mismatch between his IP address and physical addressAfter searching our paypal records we located and applied his payment while manually verifying his account on February 11thAll access details were then sent outWe 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 responseWe believe that all of Mr***’s needs have now been addressed but continue to watch his support ticket in the event he needs additional help

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 accountAs 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

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 outAfter investigation we did find that the account was behind by a few months and offer our apologies for the trouble while this was worked outWe'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

Greetings,We are sorry to hear Ms [redacted] no longer wished to renew her hosting package, however we do make it very clear during checkout that the account will automatically renew unless the customer removes their credit card or requests cancellationExample : Introductory prices apply to the first termMoney-back guarantee applies to hosting and domain privacyAll plans and products automatically renew unless you cancel.Your plan renews September 12th, @ $168.00.The renewal will be for the same term length and at the regular rates reflected in your Customer PortalThe payment method you provide today, or we have on file, will be used for renewals, unless you change it or cancelYou may cancel at any time by contacting customer support athttps://chat.arvixe.com.At this time we have reached out to Ms [redacted] to offer a refund but due to the age of the payment, we are no longer able to reverse the credit card paymentAs such, we have requested a PayPal e-mail address in order to submit a manual paymentWe have not yet received this information but will continue to watch for any updates

Greetings,We were sorry to hear about the trouble with the domain transfer and as the domain was now available, we made sure to immediately secure the domain under Mr [redacted] account at no further costThis domain is now available for management through the billing system and has been pointed to the related hosting package, but if we can be of any further assistance, please let us know and we'll be happy to help

Greetings,We apologize as it seems there was initially a bit of confusion on our agent's side about this request, however we've since had a chance to follow up with [redacted] and have provided the refund as requestedWe hope this fully resolves the issue but if we can be of any further assistance, please let us know

Had about VPS with them but their quality have gone down to poor level, Requested cancellation of vps as they renewed it automatically for a year but they refused to refund me for that saying they donot have any refund policyTold them that is is pre-paid for the year and I have never used your services as I am not satisfied with quality you provide, But still they refused to refund Just want to share my experience that never do business with these guys, They will degrade your performance and never support you with anything I am contacting my card issue to get refunds as they are not willing to solve this professionally

Complaint: [redacted] I am rejecting this response because: I did file a complaint within their systemThe ticket number at the top of my screenshot clearly indicates soIt took them months to respond to that ticket and the only way they did was because I contacted the Revdex.comI accept their refund, which has been processedI received notice of that through paypal today As of yet, I have not heard any type of apology or acceptance of responsibility that something did occurI accept the refundI do not accept the attitudeMy complaint I'd like to be made public and official and I'll continue to give them poor reviews online for their service to almost anyone who will listen Regards, [redacted]

Revdex.com: Me and Mr [redacted] W Senior Tech Support from Arvixe have solved the problem (from complaint ID [redacted] to a satisfactory level Regards, [redacted] ***

To Whom It May concern,We respond as follows to this complaint.On April 25, 2015, Ms [redacted] pre-paid for yrs of web hosting with Arvixe.On September 26, she opened up a ticket ( [redacted] ) claiming she was having email troubleWe replied the next day acknowledging and resolving the issue, and confirmed with Ms [redacted] it was fixed.On December 12th, we notified Ms [redacted] that her hosting account was using too many server resources to the point that it was degrading the entire serverWe gave her hour to correct the problem or we would have no choice but to suspend her accountUpon further investigation by both parties, it appears the account hay have been infected with malwareWe informed her that when a website is infected, it's the responsibility of the site owner or web developer to detect and remove itThe 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 issueAfter 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 weeksWe deeply regret this mistakeBefore we could get to the ticket, on June 26, 2016, Ms [redacted] submitted a cancellation requestA refund was also requested for the time remaining in the amount of $Per our terms of service we do not offer refunds for charges after daysHowever, as a gesture of goodwill, we have issued the refund of $per Ms [redacted] 's request.At this time we believe this issue has been resolved.Regards,Arvixe Customer Relations

Complaint: [redacted] I am rejecting this response because:Thank you for your replyThe secret to a successful business is to create an area of trust between the customer and the business owner and his companyBeing on a business server, we were expecting that we would receive appropriate support when there are problems with the server, mails or whatever comes with the product that we've paid forThe most disappointing thing for us is that we were pretty much ignored by Arvixe's staff when we contacted them to find out how long it would take to fix the issues with the server our website was onInstead, we were told that the issues would be fixed at the earliest - and after days of constant downtime still nobody gave us any appropriate answer on when the server would be back onlineThat led us to migrate our website to another server run by a different companyNo business and especially ours can afford it's service being interrupted for an indefinite amount of time!! It was the duty of Arvixe to take appropriate measures to avoid the downtime of four days in totalArvixe could have offered to point our website to a different server in the meantime, if they were unsure about how long it will take to fix the non- working serverInstead, they did nothing at all! No information, no direct measures, they made it very clear and obvious that they didn't care about us as their customer at allWe have lost our trust and faith in Arvixe's business plans completely! We've moved our website and data to a new server and we would like this matter to be solved by Arvixe refunding us the fees that we've paid until October We also expect that Arvixe refunds us the credit for three months service as they suggested and we also expect the refund of the credits that we collected under their discount programsThe refund should be paid to the credit card that connects to the accountIn detail the refund is broken down as follows: months refund for downtime in USD month refund for prepaid business account USD Discounts collected under the discount program: USD Total of 222,USD Our business plan account can be cancelled with immediate effect as we've migrated all our data alreadyWe are willing to keep our account that is run under the personal plan, but if that should be an obstacle to refund us our money we can move our data hosted that is there as wellKindest regards Regards, [redacted]

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 serverOn September 14th, we were able to redo the migration and ensure that all of his content was transferred properlyOur records show that there was never a true loss of data as we had a complete backup on the old source serverWithout 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 contentHowever, our estimation based on MrNatarajan's reply on September 14th indicates he was without full content for no longer than hoursSo 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 goodwillWe 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 contentIt is our belief that the issue is fully resolved at this time

Hello, I have reviewed your support ticket [redacted] regarding your domain einkeremwonders.comAs noted there your payment for this domain was received and the domain renewed correctly however since you have no hosting services with us your name servers were not setup properlyI updated the name servers under this domain for you to match the rest of your domains and I suspect that will correct your problemPlease respond back to that ticket if further help is needed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution (full refund) is satisfactory to meAlthough, I would never recommend doing business with this business 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 have received the refund I requestedThank you very much for your assistance in this matter, for I think I may not have resolved it without your help Regards, [redacted]