Arvixe, LLC

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.

Revdex.com: I have received a refund Regards, [redacted]

We offered a prorated refund in the amount of $on March 2ndWe have gotten no further requests from the client at this time and assume the matter to be resolved

Greetings,We were sorry to hear of the trouble submitting cancellation however we are unsure of where the trouble was encountered as we do provide an option in our customer's support portal to request cancellationWe have tested this out to ensure it is still functional and have not received any additional reports of issues with this toolIn regards to the trouble receiving support, we were sorry to hear there was trouble reaching an agent, however we continue to offer live chat available 24/and US based phone support available Monday through Friday 9:AM - 5:PM Central time which can be confirmed here : [redacted] At this time we see that a cancellation request was successfully submitted and we have confirmed that it was processed with a refund providedIf we can be of any further assistance with this complaint, please let us know and we'll be glad to help

[redacted] contacted us on January 20th to report issues he was having with his websiteOn February 4th we received his request to cancel and be granted a full refund on his accountWhile we usually only offer refunds on accounts that are less than days old, we felt the circumstances of [redacted] s problems warranted a full refund of his last payment of $which had been billed on September 3rdWe were not able to directly refund that payment to the original card used due to the time which had lapsed, so we requested a paypal address and send the funds to the address provided on February 15thAs requested we also supplied [redacted] with a full backup of his account on February 4thAt this time The account is closed however we are continuing to monitor the support ticket should further help be needed

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]

To Whom It May Concern,We respond as follows to this complaint.On June 6, Mr [redacted] contacted our support team as he could not login to his server using his root passwordThe ticket was escalated to the wrong department causing a significant delayOn June 20, our support team reached out to Mr [redacted] regarding the situation.On June 27th, it was discovered that his server disk space was completely full: GB of GB (100%)We contacted Mr [redacted] regarding this issue and confirmed he is able to access the account at this time.We believe that the issue is resolved at this time.Regards,Arvixe Customer Relations

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] ***

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 Daddy.Our 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 there.We 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

Good Evening,We appreciate the opportunity to address these concerns and we were very sorry to hear of the trouble Mr [redacted] was having obtaining the expected serviceAlthough we understand Mr [redacted] feels he was given the run around by our chat agents, our front line support is intended to correct introductory to mid level issues, so the more advanced technical issues will require review by our higher level administrators who work strictly through our ticketing systemTo that point, we understand the response times on the ticket where not near what Mr [redacted] hoped for or what we are aiming for, which is something our management is addressing by increasing our staff levels as quickly as possible in order to meet demandAt this time we have addressed several technical issues that were pending on his account, and we've also issued compensatory credits in the amount of $for the trouble experienced on the hosting package.We thank Mr [redacted] for the chance to discuss this matter further and for the opportunity to confirm it is not our intention to let wait times continue on as they have been

Good Afternoon,We were sorry to hear of the trouble canceling the account and appreciate the opportunity to reviewOn April 16th, 2017, Mr [redacted] submitted a request to cancel his accountHis account was not due to renew until 04/29/Unfortunately, his card did automatically get charged on 04/14/2017, before he submitted the cancellation requestPer our Terms of Service, we will bill an account up to days prior to the end of the current billing term.Mr [redacted] account was active beyond our day window to allow for a refund of the serviceHowever, due to the past issues Mr [redacted] has experienced, we're happy to report we have refunded his hosting fees, in full, as a gesture of goodwillWe have gone ahead and refunded him the full payment of his disputed amount, $USD on April 25th, We ask to please allow the banking institution up to seven business days for the funds to be returned back to the original payment source.If we can be of any further assistance with this situation, please let us know

First and foremost we would like to extent our apologies for issues and frustrations experienced with our servicesWe would also like to thank Mr [redacted] for bring these concerns to our attention.After further reviewing the account we see the requested refund of $was issued as of February 5, Generally refunds can take up to business days to show up on the statement but could possibly show up in less time that thatCurrently we are not seeing any issues with the refunds that have been issued.Also after further review of the account we see that Mr [redacted] still has active services for domain name registrationOur management team has had the opportunity to reach out through a ticket to discuss these concerns in further detail so a proper resolution can be reachedFor further assistance in relation to these concerns we invite Mr [redacted] to reply back to the ticket that our management team has establish with them so we can continue to assist

[redacted] has 4 VPS servers with us and has had issues with the data on one of them. We do provide a free backup... service however per our terms of service these backups are not guaranteed and clients are strongly encouraged to keep local backups as well for any sensitive data. From our terms of service : Backups and Backup Access: Customer acknowledges that individual site backups are the responsibility of the customer. Arvixe keeps overall system snapshots in case of full system recovery and may not be able to provide you with on-demand recovery in case of individual file corruption or accidental deletion. We suspect [redacted] affected VPS suffered from disk corruption which caused our most recent backups to also be corrupt and unusable. We were able to restore an older backup and return the VPS to operating status. [redacted] has now requested to cancel the VPS in question, have the time remaining on it prorated onto his account and have his 50% discount applied on it from our Black Friday sale applied to another VPS where he intends to migrate the data. Our terms of service prohibit the transfer of discounts from one plan to another but due to the scope of the problem encountered we felt the request was warranted and have offered to grant that for [redacted] on 1/21/2016. This issue is ongoing as [redacted] has not migrated his data yet however we will continue to work with him assisting in anyway that we can and apply all the requested credits and discounts after the migration has completed.

We do apologize for the delays the customer faced when updating his MX (Mail Exchange) records for his domain The records were successfully updated and acknowledged by the customer on March 20, @ 5:AM We remain available to assist the customer in any way moving forward

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 closed my account and Arvixe credited me a partial refund.So from a financial perspective, Arvixe and I are squareHowever, I would add that I would not have needed to close my account and request a refund if Arvixe's support had been satisfactoryAs it turns out, my website and control panel were down for days, from 6/16/to 6/29/16, and during that period, I was unable to get any response to my support tickets other than "it will be fixed at the earliest" or "it has been forwarded to our senior technical staff." See the attachments Regards, [redacted]

[redacted] is correct, the renewal notices we sent were for invoices for the renewal of her hosting accountThis account was still active though as there had been no prior requests for cancellationIt appears [redacted] may have moved her hosting at some point in the past but that alone would not cancel her account with usOur support staff communicated with [redacted] through support ticket [redacted] and provided her with the steps needed to cancel the account directly from our billing systemThis was not completed though so she continued to receive emails from us regarding the invoice and cited harassmentAfter the filing of this complaint we simply performed the cancellation steps for [redacted] ***, removed all invoices and have now closed all of her support ticketsNo further correspondence from our company will occur with [redacted] and we wish her well on her future endeavours

[redacted] has a VPS hosting account with us which we migrated on January 26th Due to a typo in some of our internal notes some of our entry level staff incorrectly instructed [redacted] that his migration has been ongoing for a few weeks and asked him to wait patiently for it to completeUpon receiving the complaint we investigated and found domains hosted on the VPS simply had incorrect DNS records configured which we quickly corrected We granted [redacted] a full month’s hosting credit of $on February 12th for the inconvenience We have continued to watch [redacted] support request and assisted him some with unrelated issuesWe have not had any further inquiries since February 18th, but we will continue to watch his support ticket and assist as needed

Hello, I have reviewed your support ticket [redacted] regarding your domain einkeremwonders.com. As 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 properly. I updated the name servers under this domain for you to match the rest of your domains and I suspect that will correct your problem. Please respond back to that ticket if further help is needed.

We are truly sorry for the frustration this has caused the client. We currently have a senior engineer and technician working directly with the customer via internal ticket ID: [redacted] We will work with the client directly until this is resolved and the products are... performing as expected.

Complaint: [redacted] I am rejecting this response because: It seems that, while one of their servers may have had issues, that was not the case for this latest problemMy Arvixe account is still suspendedThe fact someone in management told me it was due to a server issue without actually checking shows exactly what I've been dealing withAnother person temporarily unblocked my account but I was still unable to delete the email that has been compromised by a third party and locked from deletion by ArvixeNow no one is responding and my account has now been suspended for a third time because of itOnce again, I would like to pursue a full refundAny and all email records, websites and files I have paid for to keep since are pretty much gone and useless, so I would like to get all of my money back because of that Regards, [redacted]