Hello,We were sorry to hear about Mr. [redacted] concern with his service.In reviewing Mr. [redacted] account we did not find that any cancellation request had been received at the time that Mr. [redacted] had stated he initially submitted the cancellation request for the service. For clarification as stated in...
the Terms Of Service which can be view at https://www.ehost.com/terms#terms-of-service we require all cancellation requests to be confirmed in writing through the ticket system.Mr. [redacted] was able to provide some additional information which did indicate he had attempted to submit the request using a different e-mail address than had been provided as the contact e-mail address for the account. The e-mail address used was not associated with any account and there was no response from Mr. [redacted] to the verification request.In reviewing the documentation provided Mr. [redacted] was making a good faith effort to follow the Terms Of Service and to resolve this amicable the hosting service has been cancelled and the invoices for the account refunded.At this time we have not received any follow up questions from Mr. [redacted]. If any should arise we ask that Mr. [redacted] please respond back to our recent e-mail and we will be happy to offer assistance.
Hello,We were sorry to hear about the concern the client had with his account.In reviewing the account we did see that the service had been cancelled and refunded and when we had reached out to Mr. Spisak he did indicate that this was resolved and he was satisfied with the resolution.At this time we...
have not received any follow up concerns or questions from Mr. Spisak. If any should arise we ask the Mr. Spisak please respond to our receent e-mail communication and we will be happy to offer assistance.
Good Afternoon,After review of this matter we see that on 06/30/2016 an invoice was generated for the domain registrations but unfortunately this invoice was never paid. As such, after a few months of going unpaid, the invoice was deleted and the domains suspended. At this time we have...
recreated the invoice and informed Mr. [redacted] that it is available for payment. Once we have confirmation that the invoice has been paid, we'll be more than happy to provide the [redacted] keys to allow for transfer of the domains.Please let us know if there are any questions on this information and we'll be happy to help.
Good Afternoon,We'd like to start by apologizing for the trouble getting started with our services. We of course always want to see our new customers getting started without any trouble, however we have found that an error in automation caused the initial payment not to correctly apply to the...
account, meaning the related hosting package was not authorized to create. We have previously escalated this bug with our developers to ensure this does not continue to effect new signups.We received report of this error on December the 27th and while we do hope to have all tickets replied to as soon as possible, as we had many staff members out for the holidays, regrettably our response times have been delayed as we're working to get back on top of all inquiries. Unfortunately cancellation of the account was requested a few days later meaning we did not have a chance to correct the issue before the refund had been requested. While we do understand Ms. Williams never received her hosting package, we must reject the unfounded theory that we are in any way a scam as we have provided hosting services to thousands of customers without the same issue Ms. Williams experienced. At this time we have located the initial payment of $6.99 for hosting services which has now been canceled and we've also removed the credit card on file. We have also located a charge of $9.95 which would have been for domain privacy which was added when the free domain on the account was attempted to be setup. As this service was not correctly added due to the issues with setting up the service, unfortunately our agents did have issues locating this payment as it did not post to our billing system. To locate this payment we did contact our payment processor who confirmed the refund had been initiated on the 13th of January.If purchase or charge of this service was in error, we offer our apologies and have confirmed that the charge of $9.95 was voided (refunded) on January 13th. That said, refunds can take anywhere from a few days up to a few weeks depending on the bank or financial institution and unfortunately there is not an option to push through the refund immediately as it must be processed by the receiving and sending banks.Again we offer our apologies for the trouble getting started and if we can be of any further assistance please let us know.
Good Afternoon,Thanks for the chance to investigate these concerns.We are sorry to hear Mr. [redacted] had such a troubling time getting started with our services and have taken time to go over the account in more detail. From review of the situation we see that while we were working on providing...
clarification of the charges on the account, Mr. [redacted] had a [redacted] subscription setup which was automatically sending funds towards the account. This was certainly confusing the communication between our parties as these payments were not applying to the account since there was not an invoice for them to apply against as we had already canceled the services. To provide more detail, these subscriptions must be managed by the customer and cannot be created by our staff, however at this time we have refunded all payments made towards the account and have canceled all services. If any payments are not showing as refunded, we ask the Mr. [redacted] please provide the [redacted] transaction IDs and we'll be glad to take another look for any payments that did not properly refund.
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. On 29 June 16, eHost issued full refunds because in the three days that the account was open, eHost never established the domains and I closed the account.
-Case number: [redacted] -Transaction amount: [redacted] [redacted]-Case number: [redacted] -Transaction amount: [redacted] I will not pay them for services I never received.
Regards,
Hello,We were sorry to hear about the concern that Mr. [redacted] had when purchasing a new package with [redacted].[redacted]'s API does not provide for a 36 month subscription. When the order was switched to [redacted] after Mr. [redacted]'s credit card was not able to be successfully processed the billing cycle...
changed to 24 month to adhere to [redacted]'s API requirements.At this time the full purchase of the hosting service has been refunded and the hosting package has been closed. We have not received any additional questions or concerns from Mr. [redacted]. If any should arise we ask that Mr. [redacted] please respond back to the recent e-mail communication and we will be happy to offer assistance.
Hello,We were sorry to hear about Ms [redacted]'s concern.Ms [redacted] did have two accounts and at her request one of those accounts was cancelled and the refund has been submitted. The second account is currently active and a member of our management team is working with Ms [redacted] to confirm if she would...
like to cancel the second account. For additiona clarification with a cPanel hosting account it is possible to host two websites on one account and would not require two separate hosting packages be purchased. Ehost takes account security very seriously and does require that our clients be verified for each support interaction to ensure that that no unauthorized changes are made to the account or private account information is provided to a party that is not authorized for the account. At this time a member of our management team is working with Ms [redacted] and we would ask that Ms. [redacted] continue to work with our management team to resolve this matter through the recent e-mail communications along with any additional concerns that we can assist with.
Good Afternoon,We're sorry to hear there has been a frustrating time managing the billing side of this account and we've taken time to review the contacts in question for a better understanding of the concerns raised. We've since attempted to reach Ms. [redacted] over the phone to go over this situation...
but unfortunately reached voicemail so we've also followed up via e-mail to go over the matter.To begin, in regards to the claim that there was any false advertising involved, this is not the case. Our checkout page will provide a break down of how much our packages are per-month, however in order to receive the largest discounts available, customers must pay for longer billing cycles up-front. Before finalizing a purchase, our customers are shown the full price of the package as well as what the package would break down to monthly. There is no information on our checkout page that indicates customers will be charged monthly unless a 1 month billing cycle is selected. Also, the full price is displayed in the shopping cart for review before the order is completed.Once Ms. [redacted] noticed that she was charged the full cost of the billing cycle upfront, she then contacted our support. At that time there was a request to move from a yearly billing cycle to a monthly billing cycle. Our webpage indicates that we provide a discount for the first billing cycle on an account, so this means that if a 1 month billing cycle is selected, the discounted rate is only available for the first month. As such, we refunded the original payment except for 1 month of service at the discounted rate. Once the service renewed the next month, the full cost of the package was charged. This disclaimer can be found at http://ehost.com and a similar disclaimer is also available on the checkout page before the order is completed : *Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain.? At this time we have processed the cancellation of the account as requested and previously followed up with Ms. [redacted] to ask whether or not she intended to keep her domain. Although we have not heard back, and the account is outside of our normal 45 day money back guarantee, at this time we have provided a full refund of all payments made. If Ms. [redacted] intended to keep the domain, we ask that she please follow up with our e-mail contacts with our management for any assistance needed.
Hello,We were sorry to hear about the concern that Mr. [redacted] had in regards to his hosting service and the domain that is included with the purchase of the hosting service.In reviewing the account we did see that the hosting package was closed due to the renewal of the service not being...
addressed. With the purchase of a hosting package ehost offers a free domain for as long as the hosting service is active. If the client would like to retain the domain after the service is no longer active we would normally request that the client cover the cost of the domain. To resolve this amicable we have provided the client with the epp code and unlocked the domain to provide the client with the ability to transfer the domain to another domain registrar and waived the cost of the domain.At this time we have not received any follow up questions or concerns from Mr. [redacted]. If any should arise we ask that Mr. [redacted] respond back to our recent communication and we will be happy to offer assistance.
Good Afternoon,To begin we'd like to offer our apologies for the trouble getting started with us. Although we have not yet heard of any bugs in our system that would change the price like this during the checkout process, we will be keeping an eye out for any similar reports as we of course want our...
customers receiving the service they intended. We are also very aware of the need for more staff answering the phones and have just moved two new training classes to our phones to help eliminate such long waits. Although we are beginning to see progress, these efforts will continue until waits are dropped much lower and sustained over time.As of about a week ago, we did follow up with [redacted] and went ahead and extended the billing cycle to the 3 years she had intended to purchase with no difference in price. We have received her confirmation that this resolved the concerns for her but we if we can be of any further assistance, we ask that [redacted] please reply back to the most recent ticket as this will remain assigned to our customer service management team. Our apologies once more for the trouble getting started and thanks for the chance to look into the report on the checkout concerns.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 appreciate the prompt and professional response from e-host about my complaint. I genuinely feel the original misunderstanding has/will be taken seriously within the company's customer service representatives. I am grateful this experience has allowed me to realize the importance of looking into a company/service in more depth before making a purchase. This will allow me to understand the companies integrity and possible hidden fee's that may or may not apply. This experience has also allowed me to fully appreciate and value the services the Revdex.com offers. They have been a great help in resolving the miscommunication between e-host and myself. I also respect the length of time e-host responded to my complaint and the agreed outcome. This unexpected outcome, has actually encouraged us to keep using their hosting and website building services. They have also led me to be a huge Revdex.com fan! Blessings,[redacted]
To Whom It May Concern, We respond as follows to this complaint. After careful review of this complaint, we are in agreement with Mr. Dan [redacted] regarding the free email forwarding service we provide. Although we could not determine the time the contact was made, or what was said as it...
was not notated, we have determined that the forwarding was not functioning properly. Troubleshooting was done and the issue has been resolved. We will not honor the request for an additional free email as the email forwarding issue has been resolved. Sincerely,eHost cutomer relations
Hello,There was confusion with the cancellations that were submitted. For clarity a cancellation had been submitted for both hosting packages which were processed. These requests were processed as any other cancellation request is processed. We absolutely refute the suggestion that either package was cancelled out of spite or there was any intention beyond processing the requests that were submitted in the tickets.Due to this confusion we have refunded all payments made for both hosting services including all addons and the domain registrations and provided Mrs. [redacted] with the EPP codes for those domains to allow them to be transferred to the domain register of her choice. We have provided Ms. [redacted] with all backup files that we had for her content.We have also offered to provide Ms. [redacted] with two years of hosting at no cost for the frustration this has caused her.At this time we have not received any direct communication from Ms. [redacted] since 12/30/16. If Ms. [redacted] would like to take us up on the offer for the Hosting service or has any additional questions or concerns that we can assist with we ask that Ms. [redacted] please respond to our e-mail communication and we will be happy to offer assistance.
Good Morning,We regret that our system displayed incorrect information to Mr. [redacted], the domain that he requested wasn't available to us to include with his account. We are fixing our website immediately to avoid this happening to any other consumers. We have been directly in touch with Mr....
[redacted] as well and have reached an agreement to resolve this issue by refunding him his entire purchase price, as well as covering a small expense for business cards which Mr. [redacted] had ordered.
Good Afternoon,We'd like to start by apologizing for any inconvenience caused by this issue. To clarify, we do offer hosting at the cost of $2.75 per month, however this price is only available when paying for 36 months of service upfront. If the option is selected to instead pay monthly, the cost...
will be $4.19 per month. In regards to the duplicate charges, it appears that one amount of $4.19 was authorized and paid, however there was a duplicate authorization made in error. While the authorized amount will show as unavailable from the bank account, it was not fully released by the bank to us and kept in the authorized state. These authorizations can take anywhere from a few days to a few weeks to drop off depending on the bank or financial institution. At this time the account has been canceled and the captured amount of $4.19 has been refunded. If the remaining $4.19 is not available in the banking account within the time frame mentioned, we ask that [redacted] please use the ticket GCH-38545432 to update our management and we'll be glad to check the status. We offer our apologies once more for the trouble and will be watching for any further updates.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
They have now cancelled my second domain without authorization, I can not believe they did this. I truly believe they did this out of pure spite because they messed my other account up so badly. I refused to allow them to rob me and tried to find a resolution to my issue and instead they cancelled both of my accounts! Good riddance and be warned do not do business with this unreliable company, pay more and go where your website and the time spent building it is not wasted!
Good Afternoon,We were sorry to hear about the frustrating experience with us and have since had a chance to review the interactions in more detail. After review, we understand that Ms. [redacted] had trouble submitting a form and see that while we attempted to provide advice on how to successfully...
submit the form, we also offered to handle the submission on her behalf if we could be provided with the details. Unfortunately those details were never provided and we did not hear back on the matter.Next, we understand there was a concern that Ms. [redacted] was unclear on what was charged for services. While we do not immediately send e-mail notifications, we do provide a billing system where all invoices can be reviewed and printed as needed. In regards to the cancellation request, we must clarify that Ms. [redacted] actually opened 4 different e-mail threads requesting cancellation. Each time a new e-mail thread is opened, we reply once to the ticket asking for our customer to reply back to prevent e-mail spoofing. We understand this was frustrating for Ms. [redacted] however it could have been avoided by submitting just a single request and this process is for the protection of our customers.Moving on to the refund request, at no point did we state we would not refund the payments but the ticket was not worked yet as we do handle our tickets in the order they are received. At this point we have now processed the request and have provided a full refund of amounts paid. We hope this fully resolves the concerns raised but if we can be of any further assistance, please let us know and we'll be glad to help.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. In addition, I was able to contact the company and they did a review of my account and they have corrected other discrepancies. So now I am very happy with the resolution. Thanks for the help.
Good Afternoon,We were sorry to hear about the trouble getting started with our services and would have certainly liked to investigate the trouble but regrettably the account had already been terminated at the time this complaint was filed. We apologize for any frustrations faced with the new...
service and at this time have made sure the EPP key has been provided to allow transfer of the domain.If we can be of any further assistance with this matter, please let us know and we'll be more than happy to help in any way we can.
Hello,We were sorry to hear about Mr. [redacted] concern with his service.In reviewing Mr. [redacted] account we did not find that any cancellation request had been received at the time that Mr. [redacted] had stated he initially submitted the cancellation request for the service. For clarification as stated in...
the Terms Of Service which can be view at https://www.ehost.com/terms#terms-of-service we require all cancellation requests to be confirmed in writing through the ticket system.Mr. [redacted] was able to provide some additional information which did indicate he had attempted to submit the request using a different e-mail address than had been provided as the contact e-mail address for the account. The e-mail address used was not associated with any account and there was no response from Mr. [redacted] to the verification request.In reviewing the documentation provided Mr. [redacted] was making a good faith effort to follow the Terms Of Service and to resolve this amicable the hosting service has been cancelled and the invoices for the account refunded.At this time we have not received any follow up questions from Mr. [redacted]. If any should arise we ask that Mr. [redacted] please respond back to our recent e-mail and we will be happy to offer assistance.
Hello,We were sorry to hear about the concern the client had with his account.In reviewing the account we did see that the service had been cancelled and refunded and when we had reached out to Mr. Spisak he did indicate that this was resolved and he was satisfied with the resolution.At this time we...
have not received any follow up concerns or questions from Mr. Spisak. If any should arise we ask the Mr. Spisak please respond to our receent e-mail communication and we will be happy to offer assistance.
Good Afternoon,After review of this matter we see that on 06/30/2016 an invoice was generated for the domain registrations but unfortunately this invoice was never paid. As such, after a few months of going unpaid, the invoice was deleted and the domains suspended. At this time we have...
recreated the invoice and informed Mr. [redacted] that it is available for payment. Once we have confirmation that the invoice has been paid, we'll be more than happy to provide the [redacted] keys to allow for transfer of the domains.Please let us know if there are any questions on this information and we'll be happy to help.
Good Afternoon,We'd like to start by apologizing for the trouble getting started with our services. We of course always want to see our new customers getting started without any trouble, however we have found that an error in automation caused the initial payment not to correctly apply to the...
account, meaning the related hosting package was not authorized to create. We have previously escalated this bug with our developers to ensure this does not continue to effect new signups.We received report of this error on December the 27th and while we do hope to have all tickets replied to as soon as possible, as we had many staff members out for the holidays, regrettably our response times have been delayed as we're working to get back on top of all inquiries. Unfortunately cancellation of the account was requested a few days later meaning we did not have a chance to correct the issue before the refund had been requested. While we do understand Ms. Williams never received her hosting package, we must reject the unfounded theory that we are in any way a scam as we have provided hosting services to thousands of customers without the same issue Ms. Williams experienced. At this time we have located the initial payment of $6.99 for hosting services which has now been canceled and we've also removed the credit card on file. We have also located a charge of $9.95 which would have been for domain privacy which was added when the free domain on the account was attempted to be setup. As this service was not correctly added due to the issues with setting up the service, unfortunately our agents did have issues locating this payment as it did not post to our billing system. To locate this payment we did contact our payment processor who confirmed the refund had been initiated on the 13th of January.If purchase or charge of this service was in error, we offer our apologies and have confirmed that the charge of $9.95 was voided (refunded) on January 13th. That said, refunds can take anywhere from a few days up to a few weeks depending on the bank or financial institution and unfortunately there is not an option to push through the refund immediately as it must be processed by the receiving and sending banks.Again we offer our apologies for the trouble getting started and if we can be of any further assistance please let us know.
Good Afternoon,Thanks for the chance to investigate these concerns.We are sorry to hear Mr. [redacted] had such a troubling time getting started with our services and have taken time to go over the account in more detail. From review of the situation we see that while we were working on providing...
clarification of the charges on the account, Mr. [redacted] had a [redacted] subscription setup which was automatically sending funds towards the account. This was certainly confusing the communication between our parties as these payments were not applying to the account since there was not an invoice for them to apply against as we had already canceled the services. To provide more detail, these subscriptions must be managed by the customer and cannot be created by our staff, however at this time we have refunded all payments made towards the account and have canceled all services. If any payments are not showing as refunded, we ask the Mr. [redacted] please provide the [redacted] transaction IDs and we'll be glad to take another look for any payments that did not properly refund.
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. On 29 June 16, eHost issued full refunds because in the three days that the account was open, eHost never established the domains and I closed the account.
-Case number: [redacted] -Transaction amount: [redacted] [redacted]-Case number: [redacted] -Transaction amount: [redacted] I will not pay them for services I never received.
Regards,
Hello,We were sorry to hear about the concern that Mr. [redacted] had when purchasing a new package with [redacted].[redacted]'s API does not provide for a 36 month subscription. When the order was switched to [redacted] after Mr. [redacted]'s credit card was not able to be successfully processed the billing cycle...
changed to 24 month to adhere to [redacted]'s API requirements.At this time the full purchase of the hosting service has been refunded and the hosting package has been closed. We have not received any additional questions or concerns from Mr. [redacted]. If any should arise we ask that Mr. [redacted] please respond back to the recent e-mail communication and we will be happy to offer assistance.
Hello,We were sorry to hear about Ms [redacted]'s concern.Ms [redacted] did have two accounts and at her request one of those accounts was cancelled and the refund has been submitted. The second account is currently active and a member of our management team is working with Ms [redacted] to confirm if she would...
like to cancel the second account. For additiona clarification with a cPanel hosting account it is possible to host two websites on one account and would not require two separate hosting packages be purchased. Ehost takes account security very seriously and does require that our clients be verified for each support interaction to ensure that that no unauthorized changes are made to the account or private account information is provided to a party that is not authorized for the account. At this time a member of our management team is working with Ms [redacted] and we would ask that Ms. [redacted] continue to work with our management team to resolve this matter through the recent e-mail communications along with any additional concerns that we can assist with.
Good Afternoon,We're sorry to hear there has been a frustrating time managing the billing side of this account and we've taken time to review the contacts in question for a better understanding of the concerns raised. We've since attempted to reach Ms. [redacted] over the phone to go over this situation...
but unfortunately reached voicemail so we've also followed up via e-mail to go over the matter.To begin, in regards to the claim that there was any false advertising involved, this is not the case. Our checkout page will provide a break down of how much our packages are per-month, however in order to receive the largest discounts available, customers must pay for longer billing cycles up-front. Before finalizing a purchase, our customers are shown the full price of the package as well as what the package would break down to monthly. There is no information on our checkout page that indicates customers will be charged monthly unless a 1 month billing cycle is selected. Also, the full price is displayed in the shopping cart for review before the order is completed.Once Ms. [redacted] noticed that she was charged the full cost of the billing cycle upfront, she then contacted our support. At that time there was a request to move from a yearly billing cycle to a monthly billing cycle. Our webpage indicates that we provide a discount for the first billing cycle on an account, so this means that if a 1 month billing cycle is selected, the discounted rate is only available for the first month. As such, we refunded the original payment except for 1 month of service at the discounted rate. Once the service renewed the next month, the full cost of the package was charged. This disclaimer can be found at http://ehost.com and a similar disclaimer is also available on the checkout page before the order is completed : *Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain.? At this time we have processed the cancellation of the account as requested and previously followed up with Ms. [redacted] to ask whether or not she intended to keep her domain. Although we have not heard back, and the account is outside of our normal 45 day money back guarantee, at this time we have provided a full refund of all payments made. If Ms. [redacted] intended to keep the domain, we ask that she please follow up with our e-mail contacts with our management for any assistance needed.
Hello,We were sorry to hear about the concern that Mr. [redacted] had in regards to his hosting service and the domain that is included with the purchase of the hosting service.In reviewing the account we did see that the hosting package was closed due to the renewal of the service not being...
addressed. With the purchase of a hosting package ehost offers a free domain for as long as the hosting service is active. If the client would like to retain the domain after the service is no longer active we would normally request that the client cover the cost of the domain. To resolve this amicable we have provided the client with the epp code and unlocked the domain to provide the client with the ability to transfer the domain to another domain registrar and waived the cost of the domain.At this time we have not received any follow up questions or concerns from Mr. [redacted]. If any should arise we ask that Mr. [redacted] respond back to our recent communication and we will be happy to offer assistance.
Good Afternoon,To begin we'd like to offer our apologies for the trouble getting started with us. Although we have not yet heard of any bugs in our system that would change the price like this during the checkout process, we will be keeping an eye out for any similar reports as we of course want our...
customers receiving the service they intended. We are also very aware of the need for more staff answering the phones and have just moved two new training classes to our phones to help eliminate such long waits. Although we are beginning to see progress, these efforts will continue until waits are dropped much lower and sustained over time.As of about a week ago, we did follow up with [redacted] and went ahead and extended the billing cycle to the 3 years she had intended to purchase with no difference in price. We have received her confirmation that this resolved the concerns for her but we if we can be of any further assistance, we ask that [redacted] please reply back to the most recent ticket as this will remain assigned to our customer service management team. Our apologies once more for the trouble getting started and thanks for the chance to look into the report on the checkout concerns.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 appreciate the prompt and professional response from e-host about my complaint. I genuinely feel the original misunderstanding has/will be taken seriously within the company's customer service representatives. I am grateful this experience has allowed me to realize the importance of looking into a company/service in more depth before making a purchase. This will allow me to understand the companies integrity and possible hidden fee's that may or may not apply. This experience has also allowed me to fully appreciate and value the services the Revdex.com offers. They have been a great help in resolving the miscommunication between e-host and myself. I also respect the length of time e-host responded to my complaint and the agreed outcome. This unexpected outcome, has actually encouraged us to keep using their hosting and website building services. They have also led me to be a huge Revdex.com fan! Blessings,[redacted]
To Whom It May Concern, We respond as follows to this complaint. After careful review of this complaint, we are in agreement with Mr. Dan [redacted] regarding the free email forwarding service we provide. Although we could not determine the time the contact was made, or what was said as it...
was not notated, we have determined that the forwarding was not functioning properly. Troubleshooting was done and the issue has been resolved. We will not honor the request for an additional free email as the email forwarding issue has been resolved. Sincerely,eHost cutomer relations
Hello,There was confusion with the cancellations that were submitted. For clarity a cancellation had been submitted for both hosting packages which were processed. These requests were processed as any other cancellation request is processed. We absolutely refute the suggestion that either package was cancelled out of spite or there was any intention beyond processing the requests that were submitted in the tickets.Due to this confusion we have refunded all payments made for both hosting services including all addons and the domain registrations and provided Mrs. [redacted] with the EPP codes for those domains to allow them to be transferred to the domain register of her choice. We have provided Ms. [redacted] with all backup files that we had for her content.We have also offered to provide Ms. [redacted] with two years of hosting at no cost for the frustration this has caused her.At this time we have not received any direct communication from Ms. [redacted] since 12/30/16. If Ms. [redacted] would like to take us up on the offer for the Hosting service or has any additional questions or concerns that we can assist with we ask that Ms. [redacted] please respond to our e-mail communication and we will be happy to offer assistance.
Good Morning,We regret that our system displayed incorrect information to Mr. [redacted], the domain that he requested wasn't available to us to include with his account. We are fixing our website immediately to avoid this happening to any other consumers. We have been directly in touch with Mr....
[redacted] as well and have reached an agreement to resolve this issue by refunding him his entire purchase price, as well as covering a small expense for business cards which Mr. [redacted] had ordered.
Good Afternoon,We'd like to start by apologizing for any inconvenience caused by this issue. To clarify, we do offer hosting at the cost of $2.75 per month, however this price is only available when paying for 36 months of service upfront. If the option is selected to instead pay monthly, the cost...
will be $4.19 per month. In regards to the duplicate charges, it appears that one amount of $4.19 was authorized and paid, however there was a duplicate authorization made in error. While the authorized amount will show as unavailable from the bank account, it was not fully released by the bank to us and kept in the authorized state. These authorizations can take anywhere from a few days to a few weeks to drop off depending on the bank or financial institution. At this time the account has been canceled and the captured amount of $4.19 has been refunded. If the remaining $4.19 is not available in the banking account within the time frame mentioned, we ask that [redacted] please use the ticket GCH-38545432 to update our management and we'll be glad to check the status. We offer our apologies once more for the trouble and will be watching for any further updates.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
They have now cancelled my second domain without authorization, I can not believe they did this. I truly believe they did this out of pure spite because they messed my other account up so badly. I refused to allow them to rob me and tried to find a resolution to my issue and instead they cancelled both of my accounts! Good riddance and be warned do not do business with this unreliable company, pay more and go where your website and the time spent building it is not wasted!
Good Afternoon,We were sorry to hear about the frustrating experience with us and have since had a chance to review the interactions in more detail. After review, we understand that Ms. [redacted] had trouble submitting a form and see that while we attempted to provide advice on how to successfully...
submit the form, we also offered to handle the submission on her behalf if we could be provided with the details. Unfortunately those details were never provided and we did not hear back on the matter.Next, we understand there was a concern that Ms. [redacted] was unclear on what was charged for services. While we do not immediately send e-mail notifications, we do provide a billing system where all invoices can be reviewed and printed as needed. In regards to the cancellation request, we must clarify that Ms. [redacted] actually opened 4 different e-mail threads requesting cancellation. Each time a new e-mail thread is opened, we reply once to the ticket asking for our customer to reply back to prevent e-mail spoofing. We understand this was frustrating for Ms. [redacted] however it could have been avoided by submitting just a single request and this process is for the protection of our customers.Moving on to the refund request, at no point did we state we would not refund the payments but the ticket was not worked yet as we do handle our tickets in the order they are received. At this point we have now processed the request and have provided a full refund of amounts paid. We hope this fully resolves the concerns raised but if we can be of any further assistance, please let us know and we'll be glad to help.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. In addition, I was able to contact the company and they did a review of my account and they have corrected other discrepancies. So now I am very happy with the resolution. Thanks for the help.
Good Afternoon,We were sorry to hear about the trouble getting started with our services and would have certainly liked to investigate the trouble but regrettably the account had already been terminated at the time this complaint was filed. We apologize for any frustrations faced with the new...
service and at this time have made sure the EPP key has been provided to allow transfer of the domain.If we can be of any further assistance with this matter, please let us know and we'll be more than happy to help in any way we can.