Arvixe, LLC

Greetings,Thanks for giving us a chance to look into this matter.We were sorry to hear the account was being invoiced for services no longer necessary and have since had a chance to investigateTo provide a bit of background information, Mr [redacted] actually had services from us One service was the hosting package, while the other two were for domain registrationsAlthough the hosting package had previously been setup to cancel on the next due date, the domain registrations had not yet been requested to be canceledAlthough we understand to some customers it would make sense to cancel all at once, please consider that some customers end up keeping their domains in case they want to use them with a different host, or continue working on their business under the same domain at a later dateWe now understand this is not Mr [redacted] 's intention so we've removed the unpaid invoices and made sure that no services will continue to invoiceWe hope this helps to resolve the concerns raised but if we can be of any further assistance, please let us know

Greetings,Thank you for getting back in touch with us.As offered, a refund has been sent via PayPal to the address [redacted] We hope this has resolved the complaint and send our thanks for taking time to work with us after the delayIf we can be of any further assistance, please do not hesitate to let us know

Complaint: [redacted] I am rejecting this response because: 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 FTP softwareCannot process their contact form it either goes into a non-stop spin, or generates a 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, [redacted]

To whom it may concern,We respond as follows to this complain.We've had the luxury of being Mr [redacted] web host for thirty-seven monthsWe are deeply saddened to hear of the service degradation during and after our acquisition and transition over the past few yearsWe understand the importance of consistent server stability and sincerely apologize if we have not met those standards.We see that on February 12th, Mr [redacted] had a ticket created regarding an issue with access to his siteDue to unfortunate mishandling of the ticket, we were unable to resolve the issue in a timely mannerAfter reviewing the ticket activity, we have identified several opportunities for improvement, and we'll be forwarding this incident to our managers for reviewWe deeply regret that Mr [redacted] site was unavailable for such a long period of time.We see that a request was made for reimbursement in the amount of $While our terms of service does not allow us to provide a refund for this particular situation, we're happy to report that we'll be giving Mr [redacted] three months of free hosting, as a one-time courtesy and gesture of good willThese three free months are equivalent to exactly $USDWe have applied this to his account on April 19th, therefor his next payment will not be due until late July, 2017.We truly value Mr [redacted] business and we look forward to serving him furtherIf there are any additional questions or concerns regarding this matter, we encourage him to reply to the ticket anytimeWe'll be very happy to assist him regarding this or any other matter

At the time of the last update from [redacted] she was still having issues accessing our client portalWe corrected that and were then able to address all of the clients remaining problemsThey have full access to our client portal and complete control over their domainsWe have sent two inquiries asking the client if they need further help in gaining access or transferring their domains on 1/7/and 1/11/Neither of these received a responseWe believe all the clients issues have been addressed and resolved at this time

The customer had asked for a change to the account that resulted in the site ceasing to function correctly Customer communicated this with support and a plan was made to revert the changes The customer experienced a great deal of delay in response to email queries sent, creating the situation where the site was unavailable We went through the site and account today and made sure all aspects of the account were properly configured and working as they should We established a specific line of communication with the customer via internal ticket ID: [redacted] and will follow up as needed to ensure the customer's account is functioning to their expectations

Greetings,We'd like to start by apologizing for the frustrating start with our companyAfter review of the situation unfortunately it seems the full issue was not properly statedWe do actually offer a site builder with our accounts, however we have recently experienced an issue where the service was not functioningThis issue has since been corrected but regrettably we see that Mr [redacted] has since canceled his package and received a refund.We apologize again for the trouble getting started and appreciate the chance to clarify the situation

We received [redacted] request to restore data on January 15th and began working with him on a daily basis to restore his contentDue to the complexity of restoring data on a windows based hosting account this was an ongoing processOur last request for assistance from [redacted] occurred on January 24th and was completedWe have had no further requests since that time but continue to monitor this issue and will assist as needed While not our policy as outlined in our TOS we have also provided the $credit as requested on January 27th which amounts to months of hosting fees

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 weeks. I lost thousands of dollars due to the issues and considered legal action but opted to resolve the matter first. They bill me $7.00 on time in spite of unresloved issues and refuse to credit $21.00 for my loss. If the matter is not resolved at this small request, I will pursue the $2,400 I lost when my pages were down for a week.

Complaint: [redacted] I am rejecting this response because only $of the $owed to me was returned to my PayPal accountPlease see attached screen shots'shot1' shows the email I received this evening from Arvixe saying that the $would be returned (minus $5, which I don't understand)I checked my PayPal account and only $was returned - see shotThere is either something seriously wrong with Arvixe's financial system or I am continuing to be scammedI still need Arvixe to return the full amount of $owed to me Regards, [redacted]

Greetings,We were sorry to hear about the trouble receiving support on these issuesWe're certainly aware that our response times have not been what they should be and are taking steps to improve service throughout the brandAlthough we were sorry to hear about the request to cancel, at this time we have confirmed that both the SSL purchase and recent renewal payment have both been refundedWe hope this helps to resolve the remaining concerns on the account but if we can be of any further assistance, please let us know and we'll be glad to help

Good Evening,We were sorry to hear of the unwanted renewal and we would certainly like to determine why the auto-renewal setting was not disabled during the conversation mentionedOur initial attempt to locate the call has been inconclusive so we have reached out to Mr [redacted] to request a bit more detail on when that call took place and from what numberShould we find that a staff member confirmed the domain had auto-renewal disabled, we will of course be more than happy to issue a full refund for the renewalWe appreciate Mr [redacted] for giving us a chance to investigate this experience and will look forward to hearing back from him

Good Afternoon,We appreciate the chance to resolve this concern and see that previously an account credit was provided however we understand that a refund is preferred which is not a problemThe only issue is that our credit card payments can only be refunded within months so we've attempted to reach out to Mr [redacted] both via phone and e-mail but unfortunately have not heard backIf Mr [redacted] could please reply back to our most recent e-mail with his PayPal e-mail address, we will be glad to get the refund of $sent

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] ***

Greetings,We were sorry to hear of the trouble regarding renewal of this domain and have been in discussion with Mr [redacted] on resolving this issue per the requested resolutionWe will continue to monitor the related ticket and appreciate his patience during this unfortunate situation

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 From: [redacted] Sent: Tuesday, March 29, 3:PM To: info Subject: Complaint ID # [redacted] has been resolvedThe business has fulfilled their customer service requirement as of 3/28/Can you take care of closing this complaint as resolved? Complaint ID # [redacted] has been resolvedThe business has fulfilled their customer service requirement as of 3/28/ Thanks, ***

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 27thWhile 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 websites Requests for compensation were not granted as these problems originated with the website directlyThere were no service issues which caused the site to have problems We will continue to work with [redacted] and are watching her support ticket for updates

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 inappropriatelyIn 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 serviceAt 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 usThis meant that once we suspended the account, his e-mail address stopped workingWe 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 discussedWe've been back in touch via e-mail to confirm this information and will continue to assist there as needed

Good Evening,We appreciate Mr [redacted] patience here as it appears the initial agent reviewing the request overlooked the recent renewalOn the following reply made to Mr [redacted] on the same day this complaint was filed, our agent correct the error and refunded Mr [redacted] payment in full.We hope this has resolved the related concern but if we can be of further assistance, please let us know

Greetings,We appreciate the chance to review this situation and have since had a chance to provide Mr [redacted] with clarification on the matterIn regards to the report on the initial sign-up, our system had found that Mr [redacted] paid twice and see that this payment was automatically credited the accountAs of 6/30/2016, a refund was issued back to the PayPal account usedOnto the concern on the contact information, we have reviewed and have not found that Arvixe changed any of the contact information on the domainWe understand Mr [redacted] was expecting an e-mail to his Outlook e-mail address, however this was not the address Mr [redacted] listed as his contact for his domain registrationWe understand he does not currently have access to this address and have reached out to provide clarification on the next steps needed to resolve this matter.At this time we have not heard back since our last message, however if we can be of any further assistance, please let us know