Sent: Monday, January 25, 2016 1:47 PM Subject: Complaint # [redacted] Greetings, After this complaint had been marked closed, it seems Mrs. B[redacted] has replied stating that she has rejected the response but has declined to state much more than that : "As I said before, the complaint was not resolved. I'm no longer doing paperwork for this." At this time we have refunded all hosting services even 3rd party services that are considered non-refundable, however we did retain $15.00 for a domain registration as Mrs. [redacted] has chosen to keep the domain. This information is available at the bottom of our home page : https://www.ehost.com/ *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. As the rejection seems to be an argument with our expressed agreement, we'd like to ask that this complaint be closed. -- Thanks, Jonathan H[redacted] Customer Service Supervisor HostGator.com
Hello,We were sorry to hear about Ms. [redacted]'s concern with not being able to transfer her domain to eHost.At this time eHost is not able to accept domain transfers from other domain registrars and the domain would need to be pointed to eHost by nameservers or through an A record at the current...
domain register. This information was provided to Ms. [redacted] through live support.We were not able to locate any e-mail communication in regards to assisting with DNS and would be happy to review those communication if Ms. [redacted] can provide the ticket ID or email address that was used with those communications, however the domain DNS would have to be set at the domain registrar who would have access to assist. eHost would only be able to provide the settings that that would be needed to be set at the registrar.The hosting service would not not normally be eligible for a refund due to being outside the money back guarantee. To resolve this amicable Ms. [redacted] has been offered a prorated refund for the remaining time left on the hosting plan and we are waiting for Ms. [redacted]'s reply to that e-mail communication.
Good Afternoon,We were sorry to hear about the trouble with the initial order and of course only want our customers to purchase services that they desire. To provide further information on the events, during out checkout process we do present a page where a number of addon services are available,...
and we do have our [redacted] option pre-checked as we feel this site security addon is of great value in protecting our customers accounts.If customers do not want this service, the option can be un-added to ensure that it is not purchased in conjunction with the hosting package. Although our terms of service state that addon services are non refundable as we do pay out to third parties, we understand that this was an unintended purchase and have provided a full refund of all amounts paid. We have followed up with [redacted] to go over this situation and confirm the refunds and although we received word that this is a satisfactory resolution, if we can be of any further assistance with the account, we have made sure to establish a direct line of communication back to our management.
Good Afternoon,We understand this matter has not gone as smoothly as either Ms. [redacted] or our staff expected, however we did previously request information on where or how an invoice from [redacted] was sent but did not receive any details to confirm that report. Regardless, at this time we have canceled the initial refund check, and have drafted a new check, and this time have had this sent via certified mail in order to ensure the progress can be tracked. We have followed up directly with Ms. [redacted] to privately provide the tracking number and have confirmed that the check should be delivered tomorrow. If there is any further trouble with this refund, we ask that Ms. [redacted] please reply back to our recent update and we'll be glad to check the status with her.
Hello,We were sorry to hear about the difficulties that Mr. [redacted] has been experiencing with using [redacted]. In reviewing the communication that we received from Mr. [redacted] there was a request for assistance with how to edit text in [redacted]. We were happy to provide assistance with...
how to edit text and provided the link to the support article as an additional reference to assist with editing and adding text to Mr. [redacted]' website: http://support.ehost.com/articles/hosting-guide/website-builder/website-builder-...⇄ At this time we have followed up with Mr. [redacted] through e-mail communication and would ask that if Mr. [redacted] has any additional concerns or questions in regards to using his [redacted] to please reply back and our management team will be happy to offer assistance.
[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.
Hello,We were sorry to hear about Mr. [redacted]'s concerns.Mr. [redacted] had registered three domains for four years each and the promotional price had not been applied to the invoice. This was resolved in the billing ticket that had been submitted for Mr. [redacted] and a refund for the difference had...
been processed back to Mr. [redacted].At this time we have followed up with Mr. [redacted] through e-mail communication and would ask that if Mr. [redacted] has any additional concerns or questions in regards to his billing to please reply back and our management team will be happy to offer assistance.
Good Afternoon,We were sorry to hear about the frustrating experience however after review of the matter, it appears there was a major oversight that we must touch on. When Mr. [redacted] purchased his account with us, he requested the domain name "[redacted]" which we did indeed...
register. However after this registration, Mr. [redacted] was under the impression that we did not register a domain name for him as he was trying to use the domain name "[redacted]." This is a subtle difference however the last two letters of the domain are switched. This explains why Mr. [redacted] was able to purchase the 2nd domain name from [redacted] however we have provided the domain registration that was originally requested. In regards to the concerns on trouble locating his account, we have reviewed the recent support interactions and found that we continued to be provided with the domain name registered with [redacted] rather than the domain name registered through us. Additionally, we were being provided an e-mail address that was not associated with the account. As such, it did take further questioning to find the account in question on each of his conversations. Finally onto the concern that eHost has somehow left his account in a compromised state, we must reject this claim. The reasoning is a bit technical, however the reason the files were publicly available for viewing was not due to the way we have our servers configured or due to any modification made by our staff. At this time we have reached out to Mr. [redacted] to offer either escalated assistance to fully resolve any concerns he has on how to configure his site as he wishes, or if he would prefer, we have offered a full refund of the payments made towards the account.
Good Evening,We appreciate the chance to address these concerns and would like to offer our apologies for the poor timing of these issue. After investigation we did find that elements of our site building service become unresponsive which caused pages to go down for a number of days. While a...
majority of issues with websites are easily resolved fairly immediately, this particular issue was an underlying issue with our site building software which required developer time to work out the bugs.While we certainly agree that it would have been nice to have a workaround offered, as this issue effected the software as a whole, unfortunately there was not an option to restore the online store functionality until the underlying issues were corrected. While we cannot provide compensation for the potential loss of business, our terms of service does provide an uptime guarantee in which we provide a month of service for any month that we fail to meet 99.9% uptime. In regards to concern over the cost of the domain registration, while we understand a full refund would have been appreciated, a number of the services purchased were non-refundable as we provide these in partnership with 3rd parties. Although we cannot recoup those costs, we did refund all services except for the domain name which is a small portion of the non-refundable payments which were refunded. Additionally, as Ms. B[redacted] is opting to keep the domain name and not cancel it, this means that the product is still available for use for the remaining 1 year registration and can be transferred to any registrar. As the service will be kept and can be used with any other provider other than eHost, we have elected to retain the cost of this service considering the amount of non-refundable services we did return to Ms. B[redacted]. Information on this policy is also available on our front page, http://ehost.com : "*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.?"We apologize once more for the poor timing of this issue and wish Ms. B[redacted] the best of luck with her new provider.
Hello,We were sorry to hear about Mr. [redacted]'s concern with one of the services associated with his hosting package. At this time the addon service in question has been cancelled and refunded and 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 [redacted] concern with how to switch hosting packages. In order to change hosting packages, a cancellation request would be submitted for the package that is to be closed and the new package would be purchased through the current account. This would...
only cancel the hosting package and would not cancel the full hosting account. The other products associated with the account would remain with the account such as domains that have been purchased unless there was a request to cancel those services as well. The hosting package also includes a free domain and the Funds associated with the domain would also be credited back to the account with the purchase of the new package. At this time we have contacted [redacted] and offered assistance with signing up for the new package and have not received any follow up questions. If any should arise that we can assist with we ask that [redacted] please respond back to the recent email communication and we will be happy to offer assistance.
The only cancellation request that we were able to locate for Mr. [redacted] was submitted through ticket [redacted] by the live support agent that took the call on 03/14/17. The cancellation of the hosting package was processed using the information provided in that ticket and a refund was provided for that service.If Mr. [redacted] submitted an additional request prior to this request we would be happy to review that ticket and ask that Mr. [redacted] please provide the ticket number that is being referenced.
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. I did provide a cancellation email to the company, and they charged me that day, which I firmly believe is there practice. It is not the amount of money that concerns me, it is the practice of billing customers prior to when they should be billed. Hoping that they will not realize the additional charge. It is my goal to make everyone I can possibly make aware of these shady business practices.
Regards,
Good Afternoon,Thanks for the chance to look into these concerns. To clarify, if requested, we are more than happy to remove any cards that a customer says on file, so we've attempted to search for any calls from the phone numbers we have on file and in this complaint, as well as any e-mail...
communication, but so far have found none.At this time we have removed the original 2 cards on file and have attempted to reach [redacted] over the phone to request more information on the call/conversation where our agent incorrectly stated the cards could not be removed. Unfortunately we reached voicemail on our call, so we have followed up via e-mail to investigate further.As the cards have now been removed we hope this resolves the concerns raised but if there is anything else we can assist with, we'll be watching for a response back on our recent e-mail.
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.
There is no signature, name of individual who has written this, no title of individual who has written this, no phone number, and as of today July 5th no refund has been received!
Regards,[redacted]
Good Afternoon,We were sorry to hear that Ms. [redacted] had trouble getting started with our services and would be glad to touch on the concerns raised. First, it is the case that [redacted] is automatically selected during our checkout process as we do view this to be a very important tool in helping to...
locate any malware or compromises on the account. If this option is not wanted, our customers have the option of deselecting this option before proceeding. Having said that, once we heard Ms. [redacted] did not want the service, we were forthcoming with a refund as indicated in the complaint. In regards to the issue with the e-mail address, we are sorry if this was not noticed, however on our front page ( http://ehost.com ) we do indicate that there is a "Free Email Address" then specify that unlimited e-mail addresses are restricted to cPanel only. Next, it seems there may be some misunderstanding about the domain registration as we have reviewed the call and question and have not found that our agent stated it would be 1 year before the domain could be released. Domain registrations are valid for 1 year increments, however newly registered domains cannot be transferred within the first 60 days of registration. That said, our customers can still point the domain name to any host they would like, so the domains are still fully usable if they remain with us.Also, we must point out that the 60 day limit is not one created by eHost but is made by [redacted] which is the organization overseeing all domain registrations. Although we understand Mr. [redacted] would like the payment for the domain refunded, if our customers cancel the hosting package, the are no longer qualified for a free domain if they wish to keep the registration. This information is also on our front page ( http://ehost.com ) : *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.? We were sorry to hear that Ms. [redacted] has decided to use a different provider rather than purchasing the alternative type of account, however we cannot provide domain registrations free of charge so the cost for this service would not qualify for a refund.We hope this provides more information on the concerns raised and will be reaching out directly to Ms. [redacted] in case we can be of any further assistance with this situation.
Good Afternoon,We were sorry to hear that a domain was purchased without authorization however after further investigation, have found that the domain was purchased directly within the billing account. When a purchase is made from within the billing account, no notices will be generated for...
authorization as these purchases are considered secure.Although it was not entirely clear that this account was being reported as hacked from the early communication, we have since worked with Ms. S[redacted] and see that a full refund was provided for the domain registration as well as for the domain privacy fees. Typically we see that these refunds take a few days to process but if there have been any issues with the refunds, please let us know and we'll be more than happy to take another look.As a side note, if it has not been done already, we would recommend updating the passwords for all e-mail accounts, billing systems, etc. If any assistance is needed with this, please do not hesitate to ask.
Sent: Tuesday, November 10, 2015 2:10 PM To: drteam <[email protected]> Subject: Case # [redacted] Good Afternoon, In regards to complaint [redacted], after further investigation we have determined that upon our attempt to provide a refund back to the [redacted] account used to purchase...
services, unfortunately Ms. [redacted] had already worked with [redacted] to de-activate the account. This caused serious delays as our billing system only allows for refunds to be processed back to the account used. We attempted to request that the account be re-activated but unfortunately this apparently was not an option. Then, once this complaint was brought to our attention, we attempted to send funds to a new [redacted] account directly from our [redacted] instead of through our billing system, however this transaction also failed and we have since heard back that neither account is allowed to commit transactions with eHost. As such, we have now worked with Ms. [redacted] to receive information on where to send a check for the full amount of $179.63. We've now had the check written and this is to be sent this week, however if there is anything else we can assist with on this complaint, please let us know. -- Thanks, Jonathan H[redacted] Customer Service Supervisor HostGator.com
Good Afternoon,We appreciate the chance to address these concerns and we were sorry to hear about the accidental purchase. While Mr. [redacted] is certainly correct that we state we provide a 45 day money back guarantee, our page states that this is specific to hosting fees, rather than any additional...
services purchased. This information is also stated in our terms of service :https://www.ehost.com/terms================================================2. Money-back Guarantee.eHost offers a forty-five (45) day money- back guarantee for eHost's managed shared hosting services only. If you purchase an account with a forty-five (45) day money-back guarantee and then cancel within the first forty-five (45) days of the beginning of the initial term (the “Money-Back Guarantee Period”), you will, upon your written request to the eHost Support Team (the “Refund Request”) within ninety (90) days of such termination or cancellation (“Notice Period”), receive a full refund of all basic shared hosting fees previously paid by you to eHost for the initial term (“Money-Back Guarantee Refund”); provided that such Money-Back Guarantee Refund shall be due to you only upon your compliance with, and subject in all respects to the terms and conditions of, this Section 12. Requests for these refunds must be made in writing to the eHost Support Team. Refunds will only be issued for basic shared hosting services and will not include administrative fees, install fees for custom software or other setup fees, nor will they include any fees for any other additional services. Money Back Guarantee Refunds will not accrue, and shall not be paid under any circumstances, if you do not provide the applicable Refund Request within the Notice Period.================================================Again we were sorry to hear about the accidental purchase, however after review of the phone call mentioned, we did not find that our agent guaranteed the charge would be refunded, but rather stated that he would escalate the request to one of our customer service managers to review. At that point the request was denied as the service purchased is paid to a 3rd party and is non-refundable, meaning we will in effect pay for the customer's mistake if refunded.As a courtesy, at this time we've gone ahead and done so and issued a full refund of all payments made and have paid the costs to the 3rd party on Mr. [redacted]' behalf. Typically we see that refunds take anywhere from a few days up to a few weeks depending on the bank or financial institution, but if there is any issue with the refund after such a time frame, we ask that Mr. [redacted] please reply back to the communication with Andrew and we'll be glad to check the status.
Sent: Monday, January 25, 2016 1:47 PM Subject: Complaint # [redacted] Greetings, After this complaint had been marked closed, it seems Mrs. B[redacted] has replied stating that she has rejected the response but has declined to state much more than that : "As I said before, the complaint was not resolved. I'm no longer doing paperwork for this." At this time we have refunded all hosting services even 3rd party services that are considered non-refundable, however we did retain $15.00 for a domain registration as Mrs. [redacted] has chosen to keep the domain. This information is available at the bottom of our home page : https://www.ehost.com/ *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. As the rejection seems to be an argument with our expressed agreement, we'd like to ask that this complaint be closed. -- Thanks, Jonathan H[redacted] Customer Service Supervisor HostGator.com
Hello,We were sorry to hear about Ms. [redacted]'s concern with not being able to transfer her domain to eHost.At this time eHost is not able to accept domain transfers from other domain registrars and the domain would need to be pointed to eHost by nameservers or through an A record at the current...
domain register. This information was provided to Ms. [redacted] through live support.We were not able to locate any e-mail communication in regards to assisting with DNS and would be happy to review those communication if Ms. [redacted] can provide the ticket ID or email address that was used with those communications, however the domain DNS would have to be set at the domain registrar who would have access to assist. eHost would only be able to provide the settings that that would be needed to be set at the registrar.The hosting service would not not normally be eligible for a refund due to being outside the money back guarantee. To resolve this amicable Ms. [redacted] has been offered a prorated refund for the remaining time left on the hosting plan and we are waiting for Ms. [redacted]'s reply to that e-mail communication.
Good Afternoon,We were sorry to hear about the trouble with the initial order and of course only want our customers to purchase services that they desire. To provide further information on the events, during out checkout process we do present a page where a number of addon services are available,...
and we do have our [redacted] option pre-checked as we feel this site security addon is of great value in protecting our customers accounts.If customers do not want this service, the option can be un-added to ensure that it is not purchased in conjunction with the hosting package. Although our terms of service state that addon services are non refundable as we do pay out to third parties, we understand that this was an unintended purchase and have provided a full refund of all amounts paid. We have followed up with [redacted] to go over this situation and confirm the refunds and although we received word that this is a satisfactory resolution, if we can be of any further assistance with the account, we have made sure to establish a direct line of communication back to our management.
Good Afternoon,We understand this matter has not gone as smoothly as either Ms. [redacted] or our staff expected, however we did previously request information on where or how an invoice from [redacted] was sent but did not receive any details to confirm that report. Regardless, at this time we have canceled the initial refund check, and have drafted a new check, and this time have had this sent via certified mail in order to ensure the progress can be tracked. We have followed up directly with Ms. [redacted] to privately provide the tracking number and have confirmed that the check should be delivered tomorrow. If there is any further trouble with this refund, we ask that Ms. [redacted] please reply back to our recent update and we'll be glad to check the status with her.
Hello,We were sorry to hear about the difficulties that Mr. [redacted] has been experiencing with using [redacted]. In reviewing the communication that we received from Mr. [redacted] there was a request for assistance with how to edit text in [redacted]. We were happy to provide assistance with...
how to edit text and provided the link to the support article as an additional reference to assist with editing and adding text to Mr. [redacted]' website: http://support.ehost.com/articles/hosting-guide/website-builder/website-builder-...⇄ At this time we have followed up with Mr. [redacted] through e-mail communication and would ask that if Mr. [redacted] has any additional concerns or questions in regards to using his [redacted] to please reply back and our management team will be happy to offer assistance.
[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.
Hello,We were sorry to hear about Mr. [redacted]'s concerns.Mr. [redacted] had registered three domains for four years each and the promotional price had not been applied to the invoice. This was resolved in the billing ticket that had been submitted for Mr. [redacted] and a refund for the difference had...
been processed back to Mr. [redacted].At this time we have followed up with Mr. [redacted] through e-mail communication and would ask that if Mr. [redacted] has any additional concerns or questions in regards to his billing to please reply back and our management team will be happy to offer assistance.
Good Afternoon,We were sorry to hear about the frustrating experience however after review of the matter, it appears there was a major oversight that we must touch on. When Mr. [redacted] purchased his account with us, he requested the domain name "[redacted]" which we did indeed...
register. However after this registration, Mr. [redacted] was under the impression that we did not register a domain name for him as he was trying to use the domain name "[redacted]." This is a subtle difference however the last two letters of the domain are switched. This explains why Mr. [redacted] was able to purchase the 2nd domain name from [redacted] however we have provided the domain registration that was originally requested. In regards to the concerns on trouble locating his account, we have reviewed the recent support interactions and found that we continued to be provided with the domain name registered with [redacted] rather than the domain name registered through us. Additionally, we were being provided an e-mail address that was not associated with the account. As such, it did take further questioning to find the account in question on each of his conversations. Finally onto the concern that eHost has somehow left his account in a compromised state, we must reject this claim. The reasoning is a bit technical, however the reason the files were publicly available for viewing was not due to the way we have our servers configured or due to any modification made by our staff. At this time we have reached out to Mr. [redacted] to offer either escalated assistance to fully resolve any concerns he has on how to configure his site as he wishes, or if he would prefer, we have offered a full refund of the payments made towards the account.
Good Evening,We appreciate the chance to address these concerns and would like to offer our apologies for the poor timing of these issue. After investigation we did find that elements of our site building service become unresponsive which caused pages to go down for a number of days. While a...
majority of issues with websites are easily resolved fairly immediately, this particular issue was an underlying issue with our site building software which required developer time to work out the bugs.While we certainly agree that it would have been nice to have a workaround offered, as this issue effected the software as a whole, unfortunately there was not an option to restore the online store functionality until the underlying issues were corrected. While we cannot provide compensation for the potential loss of business, our terms of service does provide an uptime guarantee in which we provide a month of service for any month that we fail to meet 99.9% uptime. In regards to concern over the cost of the domain registration, while we understand a full refund would have been appreciated, a number of the services purchased were non-refundable as we provide these in partnership with 3rd parties. Although we cannot recoup those costs, we did refund all services except for the domain name which is a small portion of the non-refundable payments which were refunded. Additionally, as Ms. B[redacted] is opting to keep the domain name and not cancel it, this means that the product is still available for use for the remaining 1 year registration and can be transferred to any registrar. As the service will be kept and can be used with any other provider other than eHost, we have elected to retain the cost of this service considering the amount of non-refundable services we did return to Ms. B[redacted]. Information on this policy is also available on our front page, http://ehost.com : "*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.?"We apologize once more for the poor timing of this issue and wish Ms. B[redacted] the best of luck with her new provider.
Hello,We were sorry to hear about Mr. [redacted]'s concern with one of the services associated with his hosting package. At this time the addon service in question has been cancelled and refunded and 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 [redacted] concern with how to switch hosting packages. In order to change hosting packages, a cancellation request would be submitted for the package that is to be closed and the new package would be purchased through the current account. This would...
only cancel the hosting package and would not cancel the full hosting account. The other products associated with the account would remain with the account such as domains that have been purchased unless there was a request to cancel those services as well. The hosting package also includes a free domain and the Funds associated with the domain would also be credited back to the account with the purchase of the new package. At this time we have contacted [redacted] and offered assistance with signing up for the new package and have not received any follow up questions. If any should arise that we can assist with we ask that [redacted] please respond back to the recent email communication and we will be happy to offer assistance.
The only cancellation request that we were able to locate for Mr. [redacted] was submitted through ticket [redacted] by the live support agent that took the call on 03/14/17. The cancellation of the hosting package was processed using the information provided in that ticket and a refund was provided for that service.If Mr. [redacted] submitted an additional request prior to this request we would be happy to review that ticket and ask that Mr. [redacted] please provide the ticket number that is being referenced.
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. I did provide a cancellation email to the company, and they charged me that day, which I firmly believe is there practice. It is not the amount of money that concerns me, it is the practice of billing customers prior to when they should be billed. Hoping that they will not realize the additional charge. It is my goal to make everyone I can possibly make aware of these shady business practices.
Regards,
Good Afternoon,Thanks for the chance to look into these concerns. To clarify, if requested, we are more than happy to remove any cards that a customer says on file, so we've attempted to search for any calls from the phone numbers we have on file and in this complaint, as well as any e-mail...
communication, but so far have found none.At this time we have removed the original 2 cards on file and have attempted to reach [redacted] over the phone to request more information on the call/conversation where our agent incorrectly stated the cards could not be removed. Unfortunately we reached voicemail on our call, so we have followed up via e-mail to investigate further.As the cards have now been removed we hope this resolves the concerns raised but if there is anything else we can assist with, we'll be watching for a response back on our recent e-mail.
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.
There is no signature, name of individual who has written this, no title of individual who has written this, no phone number, and as of today July 5th no refund has been received!
Regards,[redacted]
Good Afternoon,We were sorry to hear that Ms. [redacted] had trouble getting started with our services and would be glad to touch on the concerns raised. First, it is the case that [redacted] is automatically selected during our checkout process as we do view this to be a very important tool in helping to...
locate any malware or compromises on the account. If this option is not wanted, our customers have the option of deselecting this option before proceeding. Having said that, once we heard Ms. [redacted] did not want the service, we were forthcoming with a refund as indicated in the complaint. In regards to the issue with the e-mail address, we are sorry if this was not noticed, however on our front page ( http://ehost.com ) we do indicate that there is a "Free Email Address" then specify that unlimited e-mail addresses are restricted to cPanel only. Next, it seems there may be some misunderstanding about the domain registration as we have reviewed the call and question and have not found that our agent stated it would be 1 year before the domain could be released. Domain registrations are valid for 1 year increments, however newly registered domains cannot be transferred within the first 60 days of registration. That said, our customers can still point the domain name to any host they would like, so the domains are still fully usable if they remain with us.Also, we must point out that the 60 day limit is not one created by eHost but is made by [redacted] which is the organization overseeing all domain registrations. Although we understand Mr. [redacted] would like the payment for the domain refunded, if our customers cancel the hosting package, the are no longer qualified for a free domain if they wish to keep the registration. This information is also on our front page ( http://ehost.com ) : *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.? We were sorry to hear that Ms. [redacted] has decided to use a different provider rather than purchasing the alternative type of account, however we cannot provide domain registrations free of charge so the cost for this service would not qualify for a refund.We hope this provides more information on the concerns raised and will be reaching out directly to Ms. [redacted] in case we can be of any further assistance with this situation.
Good Afternoon,We were sorry to hear that a domain was purchased without authorization however after further investigation, have found that the domain was purchased directly within the billing account. When a purchase is made from within the billing account, no notices will be generated for...
authorization as these purchases are considered secure.Although it was not entirely clear that this account was being reported as hacked from the early communication, we have since worked with Ms. S[redacted] and see that a full refund was provided for the domain registration as well as for the domain privacy fees. Typically we see that these refunds take a few days to process but if there have been any issues with the refunds, please let us know and we'll be more than happy to take another look.As a side note, if it has not been done already, we would recommend updating the passwords for all e-mail accounts, billing systems, etc. If any assistance is needed with this, please do not hesitate to ask.
Sent: Tuesday, November 10, 2015 2:10 PM To: drteam <[email protected]> Subject: Case # [redacted] Good Afternoon, In regards to complaint [redacted], after further investigation we have determined that upon our attempt to provide a refund back to the [redacted] account used to purchase...
services, unfortunately Ms. [redacted] had already worked with [redacted] to de-activate the account. This caused serious delays as our billing system only allows for refunds to be processed back to the account used. We attempted to request that the account be re-activated but unfortunately this apparently was not an option. Then, once this complaint was brought to our attention, we attempted to send funds to a new [redacted] account directly from our [redacted] instead of through our billing system, however this transaction also failed and we have since heard back that neither account is allowed to commit transactions with eHost. As such, we have now worked with Ms. [redacted] to receive information on where to send a check for the full amount of $179.63. We've now had the check written and this is to be sent this week, however if there is anything else we can assist with on this complaint, please let us know. -- Thanks, Jonathan H[redacted] Customer Service Supervisor HostGator.com
Good Afternoon,We appreciate the chance to address these concerns and we were sorry to hear about the accidental purchase. While Mr. [redacted] is certainly correct that we state we provide a 45 day money back guarantee, our page states that this is specific to hosting fees, rather than any additional...
services purchased. This information is also stated in our terms of service :https://www.ehost.com/terms================================================2. Money-back Guarantee.eHost offers a forty-five (45) day money- back guarantee for eHost's managed shared hosting services only. If you purchase an account with a forty-five (45) day money-back guarantee and then cancel within the first forty-five (45) days of the beginning of the initial term (the “Money-Back Guarantee Period”), you will, upon your written request to the eHost Support Team (the “Refund Request”) within ninety (90) days of such termination or cancellation (“Notice Period”), receive a full refund of all basic shared hosting fees previously paid by you to eHost for the initial term (“Money-Back Guarantee Refund”); provided that such Money-Back Guarantee Refund shall be due to you only upon your compliance with, and subject in all respects to the terms and conditions of, this Section 12. Requests for these refunds must be made in writing to the eHost Support Team. Refunds will only be issued for basic shared hosting services and will not include administrative fees, install fees for custom software or other setup fees, nor will they include any fees for any other additional services. Money Back Guarantee Refunds will not accrue, and shall not be paid under any circumstances, if you do not provide the applicable Refund Request within the Notice Period.================================================Again we were sorry to hear about the accidental purchase, however after review of the phone call mentioned, we did not find that our agent guaranteed the charge would be refunded, but rather stated that he would escalate the request to one of our customer service managers to review. At that point the request was denied as the service purchased is paid to a 3rd party and is non-refundable, meaning we will in effect pay for the customer's mistake if refunded.As a courtesy, at this time we've gone ahead and done so and issued a full refund of all payments made and have paid the costs to the 3rd party on Mr. [redacted]' behalf. Typically we see that refunds take anywhere from a few days up to a few weeks depending on the bank or financial institution, but if there is any issue with the refund after such a time frame, we ask that Mr. [redacted] please reply back to the communication with Andrew and we'll be glad to check the status.