Ehost LLC

Good Morning,Thanks for the chance to address these concernsFirst and foremost we'd like to apologize for the delay in having [redacted] domain registeredAfter review of the situation, unfortunately we found a bug in our system causing some initial payments not to properly apply to invoicesWe have reported this issue to our developers and are working on correcting this as quickly as possibleIn regards to the refund, while our response was delayed, at no point did we refuse or ignore the request for a refund but rather had not yet worked through all tickets submitted prior to this requestAt this point the full payment totaling $has been refunded but if there are any further issues we can assist with, please let us know

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 raisedWe'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 advertising involved, this is not the caseOur 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-frontBefore finalizing a purchase, our customers are shown the full price of the package as well as what the package would break down to monthlyThere is no information on our checkout page that indicates customers will be charged monthly unless a month billing cycle is selectedAlso, 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 supportAt that time there was a request to move from a yearly billing cycle to a monthly billing cycleOur webpage indicates that we provide a discount for the first billing cycle on an account, so this means that if a month billing cycle is selected, the discounted rate is only available for the first monthAs such, we refunded the original payment except for month of service at the discounted rateOnce the service renewed the next month, the full cost of the package was chargedThis 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 rateIf you register a free domain with us and choose to cancel your account, you will be charged a $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 domainAlthough we have not heard back, and the account is outside of our day money back guarantee, at this time we have provided a full refund of all payments madeIf 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 Mr [redacted] s concern with the service and the charges for the service that was provided and would be glad to provide further informationFor clarification, Ehost does not provide Web Search Engine Optimization serivces Mr [redacted] did purchase the Search Engine Submission service in three seperate instances which submits the site to search engines Mr [redacted] s website [redacted] currently show in [redacted] [redacted] as well as [redacted] and [redacted] indicating that the service was successful that was purchased.Although we did not find any duplicate charges when reviewing Mr [redacted] s account history we did see that there were several failed attempts which might account for the confusion We also tried to contact Mr [redacted] by phone to try to assist with resolving his concerns, unfortunately Mr [redacted] was not willing to speak with us and disconnected the call.At this time we ask Mr [redacted] please provide the transaction ID's in question by replying to the recent email communication with those transactions ID's or a copy of the bank statement and we will be happy to work with Mr [redacted] on those concerns

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

To Whom It May Concern, We respond as follows to this complaintAfter careful review of this complaint, we are in agreement with MrDan [redacted] regarding the free email forwarding service we provideAlthough 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 properlyTroubleshooting 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

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 reportRegardless, 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 trackedWe have followed up directly with Ms [redacted] to privately provide the tracking number and have confirmed that the check should be delivered tomorrowIf 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

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 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] ***-Case number: [redacted] -Transaction amount: [redacted] I will not pay them for services I never received Regards,

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 desireTo 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 packageAlthough 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 paidWe 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

Hello,We were sorry to hear about Mr***'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***.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'd like to start by apologizing for the trouble getting started with our servicesWe 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 createWe 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 inquiriesUnfortunately 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 requestedWhile we do understand MsWilliams 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 MsWilliams experiencedAt this time we have located the initial payment of $for hosting services which has now been canceled and we've also removed the credit card on fileWe have also located a charge of $which would have been for domain privacy which was added when the free domain on the account was attempted to be setupAs 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 systemTo 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 $was voided (refunded) on January 13thThat 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

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,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 onWhen Mr [redacted] purchased his account with us, he requested the domain name " [redacted] " which we did indeed registerHowever 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 switchedThis explains why Mr [redacted] was able to purchase the 2nd domain name from [redacted] however we have provided the domain registration that was originally requestedIn 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 usAdditionally, we were being provided an e-mail address that was not associated with the accountAs such, it did take further questioning to find the account in question on each of his conversationsFinally onto the concern that eHost has somehow left his account in a compromised state, we must reject this claimThe 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 staffAt 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 Afternoon,After review of this matter we see that on 06/30/an invoice was generated for the domain registrations but unfortunately this invoice was never paidAs such, after a few months of going unpaid, the invoice was deleted and the domains suspendedAt this time we have recreated the invoice and informed Mr [redacted] that it is available for paymentOnce 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

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/ 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

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*** 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 MrSpisak 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 MrSpisak If any should arise we ask the MrSpisak please respond to our receent e-mail communication and we will be happy to offer assistance

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have my money back.  So sad I had to file complaints to get it.  Thanks!
Sincerely, [redacted]