BuildYourSite.com

Hi, The customer hired us to design a web site an page web siteWe ended up adding ended up adding over pages at no additional chargeAlso as part of the design service we add up to products to the shopping cart for clients to help get them started, but for [redacted] we ended up adding the first items for herThe hosting service was completed the client was happy, she asked us to publish the site which we did The way our service works is client would make changes on their own after the initial design, on several occasions [redacted] contact us for support and we assisted her with things that she needed help with A few months ago the client contact us about a feature in our shopping cart system called "Catalog" viewThere is a bug with this feature which will distort the some of the imagesWe actually went into the clients web site and we changed the shopping cart so that it uses the traditional view instead of the "Catalog" ViewIn addition to this we added some additional product galleries above the shopping cart which will allow the customer to view large gallery signed product images Here are a few screen shots [redacted] The client was following up with us every few days, we did inform her that this wasn't an easy task and that it was going to require that we overhaul a lot of code to fix that one image display issueThis is an issue that we are continuing to work onWe did provide the client with a work around for the time being while we address the issue, we simply can not push the update until it's fully availableI have had phone conversations with the client explaining the issue and that our developers are working hard to get the issue resolved, but it's simply not an easy fixWe have given the client a few months of free service, we have also changed the layout so that it's not affecting her clients ordering experience Best Regards, [redacted] | [redacted] ###-###-#### Ext

It was nice talking to you today.Just to recap our conversation, [redacted] signed up with us on September 8th to have us design a web site for usWhen a client signs up we asked them to fill out a questionnaire and we also asked them to schedule a phone consultation, this provides us with the information needed to design their web siteI have included a copy of the original email that I had sent along with our follow up emailsThe customer completed the steps a few days prior to their deadline, our design process takes weeks from start to finishThe client wanted us to design complete their web sitein daysafter they finally completed the required steps, I told [redacted] that there isn't anyway that we could complete the web site in such a short period of time [redacted] requested a refund and I issued a refund right away, he called backminutes laterrequesting that we reinstate his, we explained that we would but we would require that he follow our processWe explained that our process takes weeks, we offered to come up with the design mockup by October 4th which gave us a few days for the main process which normally takes up to business daysOn October 1st he sent an email requesting a refund which I issuedThe followingTuesdayhe called and asked if his design was finished, I reminded him that he had cancelledWe issued the client a full refund.Best Regards, [redacted] BuildYourSite.com [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me I no longer wish to file a complaintThe matter has been resolved to the best outcome possible

I am rejecting this response because: The truth is not being told Due to server issues, I had to use ***'s Gmail account and I did respond to him and even sent a drawing of what I seen as an outline for my template My template was not an issue in this The issue was the return on a day cancellation though through his gmail account, he must not have rec'd that either then I have rec'd a notification of a refund but do not want this closed until I am sure the refund has been accepted by my credit card company Just a way to protect myself if it is cancelled

Hi, This customers account was deleted out of our billing system in February of The reason the client's account was deleted, was because she disputed the monthly charges with their bankI have reviewed our cancellation database and I don’t see that we ever received a cancellation from the clientWhen a customer submits a cancellation the cancellation request gets recorded in A database there are no entries for the clients domainThe reason their account was removed was due to the disputed chargesWe can waive the balance and point the domain to another host, we would simply need the new hosting providers DNS (domain name servers)Thank you!

Revdex.com: Dear Sir/Madam, at Revdex.com Sacramento,I received your email in response to my domain name that onewebhosting.com won't unlockJust to let you know, I had renewed my domain name [redacted] with onewebhosting.com two years ago using my [redacted] account, so onewebhosting knows that I am the same person who paid for it.I forwarded the email with the payment receipt, so they have a copy as a proof of itUnfortunately they changed my username and password without my consent so that I cannot access itI just sent a copy of my ID hoping they will give me my username and password and allow me to change website.I will let you know if they unlock my domain name.In case they do not respond, what do you suggest I should doThank you for assisting me with this issue.Kind regards, [redacted]

Hi, We have been extremely responsive, have answered all of the emails that you have sent inWe have also answered your phone calls even, we restored all of the email data from a backup yesterdayWe have been able to verify that all of the email accounts have email in the boxes, there was one email account sales@ which is being popped by an email program therefore that email account doesn't have email in the mailboxThe root cause of the issue was an automatic update run by our hosting control panel softwareThere was a total of affected email accounts mail to these accounts have been restored, if you are still experiencing issues please contact us directly either via our ticket system or call us 1-800-446- [redacted] , the reason [redacted] offered to help you move to another provider is because you got a bit abusive over the phoneThe one thing that we won't tolerate is customers that are abusiveWe have always treated you with respect and all that we ask is that you do the sameI understand being frustrated and upset, but that can still be kept on a professional levelThanks again!

I am rejecting this response because: For several reason, Yes agree that pages was added which I appreciated,- then again I never was told that the 4page option was available for half of the money- but I didn't even mentioned since I was happy with the customer service- A few months ago the client contact us about a feature in our shopping cart system called "Catalog" view. There is a bug with this feature which will distort the some of the images not some but ALL IMAGES... Complaint after complaint I was directed to the video how to resize the pictures - I told over and over again that I know how to work with pictures. Finally after when I send you a picture and I asked PLEASE SHOW ME after how to make this clear THEN was admit that indeed the problem is in the program and not my wrong doing After my first complaint I been told that I not suppose to have the "catalog" view so it was changed to something else what was even made it worst, complained again several time and then now it was changed back to catalog, I do feel that I was given a run-around without any solution I did NOT get several months "free" service except one because I ASK FOR IT. Need to understand how this looks like in the client eye...don't think that if you would be the customer would accept either. Again after all I do not want any problem at all I WANT MY WEBSITE FIXED or tell when it will be done. I guess that probably I'm the lucky person to have the bug - therefore it is not in the FIX IT NOW. Again let me make it clear I would be happily withdraw my complaint if I would know WHEN can I accept to this done because otherwise I am happy with the design.... and I want to be a long time customer

Hi, This client signed up for our redesign special in February of I have included a pdf copy of the clients projectOur design service is a collaborative process which requires that the client involvementWhen we setup in our project management software we sent them an
email asking them to complete steps a phone consultation and a questionnaireThe client didn't complete the questionnaire which contained some key items needed to start his design project(here is a screen shot with a link to that email *** ) It took some time, but the client complete the questionnaire so we came up with a mockup for the client, the client didn't like the mockup that we came up with so we came up with a new mockup that he approved. I have attached all of the basecamp conversations in the attached pdf file, we did recently have a conversation with the clientHe indicated that he wasn't happy with the web site even after the site had been live for over monthsWe offered to make some changes for the client as a courtesy, but the client never sent in their editsWe can revert the site to the old site if the client would like we do have a copy of the old site we can load the old site if the client doesn't want to use the new site we can also offer a store credit, but they are not eligible for a refund. I uploaded all of our correspondence to dropbox you can view them by going to the following link. ***
Thanks, TonyOneWebHosting.Com

Hi, Unfortunately the client isn't eligible for a refund, he was originally billed a year ago for the redesignHe has been using the new design for over 8+ monthsWe made attempts to contact him via via our project management system and several times and he told us that he was really busy working hour days, we told him that was fine that he could just get back to us when he had some time and that we would finish his changesWe are more then happy to help them with changesThe new site has been live for over monthsWe are happy to make changes, we don't offer refunds after the first daysThe client's web site that we designed is active to this day***

***,
When you signed up for the design service you signed the e-sign document which contain both plans, you initialed the plan that you signed up for, so this is not correctYou specifically selected the page option, like I mentioned in my previous response we ended up adding up to pages and you paid for 8!
Here is a copy of the e-sign that you fill out and signed it shows that you saw both plans.
***
We did give the client a free month of service, but what we also ended up doing is changing the clients cart layout for all of their pages and we also added a gallery option to each page which displays the larger versions of the images which I provided screen shots for in my previous reply.
Here are a few screen shots* ***/2014-11-13_1725.png (contracted gallery)
***
This was done as a work around for a problem that our developers are working and that we should have resolved very soonWe have explained this to *** several times over the phone and via email, we are working very hard to fix this issue, but the bottom line is it's something that is requiring us to rewrite the code for this featureIn other words it's not an easy fixThe modifications that we made to the clients web site would by changing the cart layout and adding the extra galleries is a work around which allows the client to have the same experience as she would with the "Catalog" featureAgain the issue is with the "Catalog" feature in the cart, we fully expect to have this feature in place very soon maybe as soon as 1-weeks; this is something that we have been working on from the day it was reported.
I understand that the client want's it fixed right this second, and we would like it fixed right this second, but Unfortunately that isn't always possible because of what's involvedWe are doing everything possible to get this fixed soon, but do to the nature of what's involved there isn't anyway to tell exactly how long it will take because our developers are having to rebuild this feature.
I have been given an eta of about 2-weeks we have been working on this feature for some time, I really hope it's less time, but it's very difficult to tell.
- ***

Hi, *** *** initially signed up for our design service in December of 2015; her site has been developed using our site builder platformOver the last few months, we discontinued our old builder platformWe informed existing clients that the old design platform would be
discontinued. We offered the following options. Existing website would remain live for as long as they would like. We could make free content changes since the old platform was discontinued. They could signup for a service where we can design their site using the new platformThis option is a fee-based option since we would need to rebuild their site using our new platform. *** opted for the option #3, I had a discussion with her and she asked that we keep the design the same as her existing websitesI explained that there would be some slight differences since the platform was differentShe said that she would be okay with this. I explained that the process typically takes about weeks to clone the websiteThe process ended up taking a little longer, we over the estimated delivery date by days, there was a lot of work involved in the processWe sent the client a preview at 8:am on Tuesday here is a screen shot*** called a few hours later just asking for an update, we explained that we had sent an email with the update and we asked if the client had taken a lookShe said that she didn't have access to a computer, but that she was agitated that we had gone over the week estimateWe did apologize that we went over the original estimated timeI later had a conversation with ***'s husband *** explained that there were a few issues with the site that needed to be corrected, I asked me to make some corrections to the site which we didWe sent another update at 2:13pm with the corrections. On Thursday, I received another call from ***, he explained that they decided to keep the existing website live, that they didn't want to move forward with the previous siteI explained that we had worked on the new site for the past weeks, and he said that he wasn't looking for a refund, but would like us to apply the funds to a future overall that they are planning on doing sometime later this yearI told him that we could do that

Hi,
The customer contacted us to has create a template for them which we didWe typically have a 2-day turn around on template designsThis is a service that we offer at no additional charge which will allow us to create a custom template for the client if they don't see a template in our gallery that would suite their needsWe created a custom template for Delta and she simply never got back to us.
Delta signed up for service with us on August 29th, She didn't cancel her account until 10/16/We offer a day money back guaranteeAs a courtesy we did issue a refund.
- ***

***, i'm not argue with you, i've talked you personally and you offered the $option onlybut it doesn't matter I do not care or complain what you did, but complain that since early September I dont have "bug-free" website
I know since I'm in sales for at least years and I learned very early stage the the very basic and important part of the business is a nice clean photo, and this is my only complaint
Talked to my friends without I let them know that it is my site, asked their opinion, only said that the pictures doesn't bother her,all other come back "what's wrong with the pictures
So who may visiting the website doesn't care what is behind the curtain so to speak, I am sure that re-doing something might be not easy
but -and yes you telling me that takes that long, - what based on my conversation with developers, they agree not to believe, what I believe that over this months time to time maybe some work done, and the more important thing is on the "work bench"
So please as I said I plan to be a very long time customer, and the minute it is fixed I will be more then happy to close this complaint with a positive markPlease make the fixing priority to the developerI agree with the 2-weeks but I am very unhappy that I will
miss the opportunity to have a fully loaded web site at the most imported time of the year the Holidays!
Please inform me if I keep listing items with the current format, all my picture need to be reloaded or that will be fixed?If have to reloaded I don't see any use to even bother but I do not wish to pay the monthly charge either, till is done

***,
I have answered your questions below.
***, i'm not argue with you, i've talked you personally and you offered the $option onlybut it doesn't matter I do not care or complain what you did, but complain that since early September I dont have "bug-free" website
Answer: You may have asked me for a recommendation and I suggested the page option based on the number of pages that you wanted, but ultimately you made the decision which package to go with I have included a copy of the signed agreement
I know since I'm in sales for at least years and I learned very early stage the the very basic and important part of the business is a nice clean photo, and this is my only complaint
Answer: Of course I agree, the issue was with the catalog view, as I mentioned before we changed the display and we also added the other gallery optionsPlease keep in mind that this was a bug that was brought to our attention and our developers have been working on it ever since.
Talked to my friends without I let them know that it is my site, asked their opinion, only said that the pictures doesn't bother her,all other come back "what's wrong with the pictures.
Answer: ***, the answer is
So who may visiting the website doesn't care what is behind the curtain so to speak, I am sure that re-doing something might be not easy but -and yes you telling me that takes that long, - what based on my conversation with developers, they agree not to believe, what I believe that over this months time to time maybe some work done, and the more important thing is on the "work bench"
Answer: I don't think I follow the comment here? We keep going back to the issue, we are working on addressing the issue, we have provided the following work aroundsWe changed the layoutWe added a gallery of large images that visitors can browse.
So please as I said I plan to be a very long time customer, and the minute it is fixed I will be more then happy to close this complaint with a positive markPlease make the fixing priority to the developerI agree with the 2-weeks but I am very unhappy that I will
miss the opportunity to have a fully loaded web site at the most imported time of the year the Holidays!
Answer: As I had mentioned before this is not an easy fix, it was it would have been done alreadyWe have been working hard at fixing this issueWe might be able to have it fixed sooner, but there is no guarantee of thatI know that we are close, but just really not sure how closeWe fully expect to have this resolved very soon.
Please inform me if I keep listing items with the current format, all my picture need to be reloaded or that will be fixed?If have to reloaded I don't see any use to even bother but I do not wish to pay the monthly charge either, till is done
Answer: Yes, continue to use the existing format that we have put in place for you and once this if fixed this will be auto applied to your items.
Thank you for your patience while we continue to work to get this resolvedI have issued a credit of months of free service to your account

Hi, We received a ticket from *** yesterday, requesting that we resend their domain contact info, I informed the client that we had an earthlink email address on file*** explained that this email was no longer active, since we are dealing with sensitive information, I told that
the customer would have to send us a copy of their identification so that could confirm her identity.This is a security measure that we take very seriouslyThis measures are in place to prevent domains from being hijacked. ***, I don't understand why you didn't just reply to the ticket and we could have gotten this issue resolved already, I don't think Revdex.com is an appropriate avenue for something like this? These measures are in place to protect our customers, I hope you realize that

I am rejecting this response because:I did fill out initial questionnaireThey clamed to never have received it.Was never told it was collaborative until the end when I asked for revisions they told me to do them myself.I hired them for redesignI built the first site and hired them to build this because I did not have time.I tried to access their basecamp and was told it was closed.I believe basecamp dialogue will corroborate I was not happy and did not want oit published in it's current state. Bottom line is I never gave final approval to remove existing site and replace with what they builtEspecially with major factual and grammatical errors.And published without keywords leaving my business with no internet exposure through out my whole season

***,Unfortunately we can't copy the epp code, this is something that enom would email to youPlease provide us with your email and we can send you an email with the EPP codeWe did point the domain at *** so they should be able to activate your web hosting account

Hi,
The customer contacted us to has create a template for them which we didWe typically have a 2-day turn around on template designsThis is a service that we offer at no additional charge which will allow us to create a custom template for the client if they don't see a template
in our gallery that would suite their needsWe created a custom template for Delta and she simply never got back to us.
Delta signed up for service with us on August 29th, She didn't cancel her account until 10/16/We offer a day money back guaranteeAs a courtesy we did issue a refund.
- ***

Hi,*** submitted a support ticket with us recently; I explained that the only fee that we had billed her was in July for her hosting plan renewalShe wasn't billed in December, I asked her for a copy of the charge for December since I wasn't able to find anything in our merchant service, she
never repliedI don't see that she was billed for services in December