DreamHost

In reviewing this customer's email history with our support team, it appears this issue has been resolved. This customer's refund had been processed and their account closed, per their request.We realize the origninal date on this complaint is quite long past by now. A previous staffer
didn't give our Revdex.com account the attention it deserved, and we are working to address all outstanding concerns.Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Dreamhost continues to frame this as an issue with me not backing up the site, and is completely ignoring the fact that it was their direct actions (renewing the security certificate which disabled the site, then having me restore the site [and not mentioning the need to perform a backup prior to this] which deleted the site, and then continuing to try and "fix" the databases which made the site irrecoverable) that led to this issueWhat is not at issue is whether the site was backed up or not; what is at issue is that their incompetence is was led to the site being down in the first placeOne month's hosting is not only insulting, due to the work I need to put in to rebuilding the site, it's also moot, as I have changed hosting services in the face of Dreamhost's continuing to deny any responsibility in the matterAs such, I am still requesting my original compensation, but in the form of a check mailed to me, as I will not be using Dreamhost's services in the future
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
To reiterate: backups were not being done correctly, Dreamhost erased thousands of emails, then destroyed any existing backup AFTER their advertised response time elapsed, and many days before they actually respondedThe company has offered no resolution
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this
proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
See attached photos regarding the business's allegations that they completed these actions prior to the Revdex.com complaint filing.
Regards,
*** ***

The free domain is not really free, they will charge you for it once you leave their hostingThey have a huge issue in billing and do not really care what customer thinks about them

Literally your customer service is the worst everNo help!! I can't even call and talk to a manager without having to pay $What a horrible customer philosophy

The requested action has already been taken, and that has been communicated to the customer - two days before this Revdex.com complaint was submitted

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for
the business to perform this action and, if it does, will consider this complaint resolved
I did receive the refundThank you for your helpD***
Regards,
*** ***

While the loss of data is regrettable, DreamHost does not include or guarantee backups of customer data, and we encourage customers to maintain their own backups.In this case it appears that our own internal backup service was not properly running on this customer's mail server, and as a result had
not backed up all of their mail data. Without log files to reference, we're unable to pinpoint the exact cause of the original problem.We were able to recover some - but not all - of this customer's email, and did so when we were alerted to the problem

Dream Host is one of the best Hosting companies by farI would recommend them to anyoneNot only do they get back to you in minutes, they also help guide you thru it all promptly and quicklyAwesome Customer Service,even get communication thru their web chat on the weekends
Give them a chance
Stephanie

It appears the user was granted a free year of service, as was promised by technical support manager *** as an accomodation for overdraft fees incurred. In looking at this account, I see that that accomodation was ultimately granted four days ago after the customer expressed
interest.This user signed up for service on 02-14-and was charged a discounted $as a result of a promotion. They were again charged $on 02-21-for an additional year of service when their account came up for renewal. Per our terms of service, hosting plans at DreamHost automatically renew at the end of their current term.Additionally, emails are sent to customers as new charges are incurred, so this customer had been notified prior to any credit card charge. A chronological archive of these emails and all others can be viewed from the user's account control panel: https://panel.dreamhost.com/index.cgi?tree=support.msg¤t_step=Index&next_s...⇄ of 5-25-2016, this account is still active with a $balance - and is considered to be "paid up" through 2017-02-13. This account is essentially all set to receive three years for the price of two, as promised.If this user would like to terminate their service at any time they may do so by visiting the "Manage Account" section of their control panel ( https://panel.dreamhost.com/index.cgi?tree=billing.accounts ) and clicking the "Close Account" link

They are hosting individuals who are scamming money from peopleI have contacted Dreamhost several time with the information regarding the scam and they have done nothing about removing these sightsThey are allowing these scammers to continue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

While the loss of data is regrettable, DreamHost does not include or guarantee backups of customer data, and we encourage customers to maintain their own backups.
In this case it appears that our own internal backup service was not properly running on this customer's mail server, and as a...

result had not backed up all of their mail data.  Without log files to reference, we're unable to pinpoint the exact cause of the original problem.We were able to recover some - but not all - of this customer's email, and did so when we were alerted to the problem.

We regret that this customer was unsatisfied with the level of service they received from us, however we have already made accommodations for this customer as explained in our last message and consider the case closed.

In viewing this customer's email support history, it appears they have already been in contact with our technical support team.  On October 11th Sean from our technical support team communicated via email that the $100 redemption fee would be waived.  He also apologized for the...

less-than-clear wording in the email that led to this situation.We have resolved this situation in the manner requested by the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[That is not acceptable to me. I am not asking you for hundreds of dollars. I just want my positive balance back. My domain registration is no longer under Dreamhost. ]
Regards,
[redacted]

This customer can view a complete accounting of all payments and charges on their account control panel, located at https://panel.dreamhost.com/This knowledge base article explains how to generate an invoice for any given time...

period:https://help.dreamhost.com/hc/en-us/articles/215202517-How-can-I-view-my-...⇄ closing a DreamHost is also performed via the account control panel by clicking the "close account" link, as described here:https://help.dreamhost.com/hc/en-us/articles/214518328-How-do-I-cancel-my-S...⇄ hope that these links are useful and that this customers' concerns are resolved.

Unfortunately we won't be able to help this customer further.  In the interest of fairness to our other customers and out of respect of our Terms of Service (which all customers agree to follow) we are unable to provide an exception to our policies in this case.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Dreamhost continues to frame this as an issue with me not backing up the site, and is completely ignoring the fact that it was their direct actions (renewing the security certificate which disabled the site, then having me restore the site [and not mentioning the need to perform a backup prior to this] which deleted the site, and then continuing to try and "fix" the databases which made the site irrecoverable) that led to this issue. What is not at issue is whether the site was backed up or not; what is at issue is that their incompetence is was led to the site being down in the first place.One month's hosting is not only insulting, due to the work I need to put in to rebuilding the site, it's also moot, as I have changed hosting services in the face of Dreamhost's continuing to deny any responsibility in the matter. As such, I am still requesting my original compensation, but in the form of a check mailed to me, as I will not be using Dreamhost's services in the future.
Regards,
[redacted]