BuildYourSite.com

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 us. When 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 site. I have included a copy of the original email that I had sent along with our follow up emails. The customer completed the steps a few days prior to their deadline, our design process takes 3 weeks from start to finish. The client wanted us to design complete their web sitein 3 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 back10 minutes laterrequesting that we reinstate his, we explained that we would but we would require that he follow our process. We explained that our process takes 3 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 7 business days. On October 1st he sent an email requesting a refund which I issued. The followingTuesdayhe called and asked if his design was finished, I reminded him that he had cancelled. We issued the client a full refund.Best Regards,[redacted]BuildYourSite.com[redacted]

Hi,
The customer hired us to design a web site an 8 page web site. We ended up adding ended up adding over 30 pages at no additional charge. Also as part of the design service we add up to 5 products to the shopping cart for clients to help get them started, but for [redacted] we ended up adding the...

first 20 items for her. The 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" view. There is a bug with this feature which will distort the some of the images. We actually went into the clients web site and we changed the shopping cart so that it uses the traditional view instead of the "Catalog" View. In 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]
[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 issue. This is an issue that we are continuing to work on. We 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 available. I 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 fix. We 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 800

Revdex.com:
Dear Sir/Madam, at Revdex.com Sacramento,I received your email in response to my domain name that onewebhosting.com won't unlock. Just 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 it. Unfortunately they changed my username and password without my consent so that I cannot access it. I 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]

I am rejecting this response because: That is the same response I got before and I answered it.Unacceptable

As a company we could no long deal with the outages of our email. As of today we have cancelled our account and are in the process of moving our email and site hosting to a more dependable company. Sad, really, we were with one web hosting for over 14 years. A lifetime on the internet. Wouldn't have had to cancel if the company was more proactive and not let their servers self update and delete email accounts. Very unprofessional. They told me to go somewhere else and as a company, we did!

Hi, This customers account was deleted out of our billing system in February of 2012. The reason the client's account was deleted, was because she disputed the monthly charges with their bank. I have reviewed our cancellation database and I don’t see that we ever received a...

cancellation from the client. When a customer submits a cancellation the cancellation request gets recorded in  A database there are no entries for the clients domain. The reason their account was removed was due to the disputed charges. We 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!

Hi, We have been extremely responsive, have answered all of the emails that you have sent in. We have also answered your phone calls even, we restored all of the email data from a backup yesterday. We 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 mailbox. The root cause of the issue was an automatic update run by our hosting control panel software. There was a total of 5 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 1-800-446-7846. [redacted], the reason [redacted] offered to help you move to another provider is because you got a bit abusive over the phone. The one thing that we won't tolerate is customers that are abusive. We have always treated you with respect and all that we ask is that you do the same. I understand being frustrated and upset, but that can still be kept on a professional level. Thanks again!

I am rejecting this response because:  The truth is not being told.   Due to server issues, I had to use [redacted]'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 30 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.

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 complaint. The matter has been resolved to the best outcome possible.

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 if the domain name is properly transferred without additional fees. As per your request to provide necessary information.Email Address: [redacted]Web Address: [redacted]Transferred to: [redacted]Thank you again for your assistance![redacted]

Hello, Your help is greatly appreciated. I can accept their terms of waiving 'fee' of my domain [redacted] however my new web host ([redacted]) needs an 'authorization code' to transfer [redacted] properly. I'd prefer not having to speak to anyone at onewebhosting. Can an authorization code be corresponded through you please.Thank you so much![redacted]

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

Awesome services, great people, highly recommended.

Review: In end of August after searching many web builder site, after talked to the live chat who was very nice and answer all of my question I decided that I will go with their service, they offered to build the webpage for $399.00 which I agreed,after I started to listing my product I noticed in the Paypal shopping cart the product photos regardless what size I'm using impossible to set so the photos clear just like any normal site, after my constant complaint finally someone admit it that indeed the problem is in their end, and the developer "need to do lots of code" and as of today I been told again that they working on it but they don't know when it will be fixed. Now today also find out that I'm not able to transfer the site which I paid for. Now I have a non-usable website - I been told that if I make the photo small they show up in the gallery right - yes unless a customer click on it, then see nothing but a smudged,in absolutely dilattente mode. Today I again been told Subject: [QGC-76443]: Asking about the photos AGAIN!Date: Nov 12, 2014 1:34 PM"Hello,This is something that is on currently on our developers list. We are working to implement it as quickly as possible, however, we do not have an exact date at this time."Sorry this is UNACCEPTABLE!!!!Desired Settlement: I would wish that they let me know when they fix the problem with a date (I do not believe that wasn't any time since end of September to create "lot's of code") I am not paying for something what I maybe never be able to use. I started to complain early september but I was naive that will be fixed and only started to save a few of my complains and answers end of September,then I still believed that it will be fixed but today it become clear that it will not be fixed soon

Business

Response:

Hi,

The customer hired us to design a web site an 8 page web site. We ended up adding ended up adding over 30 pages at no additional charge. Also as part of the design service we add up to 5 products to the shopping cart for clients to help get them started, but for [redacted] we ended up adding the first 20 items for her. The 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" view. There is a bug with this feature which will distort the some of the images. We actually went into the clients web site and we changed the shopping cart so that it uses the traditional view instead of the "Catalog" View. In 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 issue. This is an issue that we are continuing to work on. We 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 available. I 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 fix. We 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 800

Consumer

Response:

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

Business

Response:

[redacted],

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 correct. You specifically selected the 8 page option, like I mentioned in my previous response we ended up adding up to 30 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[redacted]/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 soon. We have explained this to [redacted] 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 feature. In other words it's not an easy fix. The 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" feature. Again 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 1-2 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 involved. We 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 2-3 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.

- [redacted]

Consumer

Response:

[redacted], i'm not argue with you, i've talked you personally and you offered the $399.00 option only... but 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 20 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 1 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 mark. Please make the fixing priority to the developer. I agree with the 2-3 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.

Business

Response:

[redacted],

I have answered your questions below.

[redacted], i'm not argue with you, i've talked you personally and you offered the $399.00 option only... but 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 8 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 20 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 options. Please 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 1 said that the pictures doesn't bother her,all other come back "what's wrong with the pictures.

Answer: [redacted], 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 arounds. 1. We changed the layout. 2 We 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 mark. Please make the fixing priority to the developer. I agree with the 2-3 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 already. We have been working hard at fixing this issue. We might be able to have it fixed sooner, but there is no guarantee of that. I know that we are close, but just really not sure how close. We 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 resolved. I have issued a credit of 2 months of free service to your account.

Buildyoursite.com is my favorite website builder tool, for creating a website of my choice. I can choose from thousands of latest designs to build a user friendly and responsive website at low cost. Also I get the facility of free domain name, professional emails and I can create a professional logo for free. Their technical staff is very friendly and they solved all my issues whenever required. I recommend them to everyone.

BuildYourSite.com has helped me to take my business online. For the last one year, I have been using this website for my business and got my sale increased after since. This has been a very good experience for me. I would like to recommend them highly to everyone.