Employee Leasing Solutions, Inc.

Hello,We were sorry to hear about Mr*** concern with his service.In reviewing Mr*** account we did not find that any cancellation request had been received at the time that Mr*** 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*** 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*** to the verification request.In reviewing the documentation provided Mr*** 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*** please respond back to our recent e-mail and we will be happy to offer assistance

We were sorry to hear that Mr*** had been invoiced for the domain that is included with his hosting at no charge as long as the hosting service is active.Our billing team has corrected Mr***'s billing and refunded the charge for the domain registration. Mr*** was also invoiced
for domain privacy for the domain which would not be a free service. If Mr*** would like to cancel the domain privacy we would be happy to assist with that service as well.Our live support team is avaiable through live chat and phone 24/7. We were not able to find any phone contacts from the number provided and apologize that Mr*** was having difficulty reaching our live support by phoneWe have also forwarded the issue to our development team to review why the domain was invoiced to Mr***'s account.At this time Mr*** has been refunded the domain registration fee and we have not received any follow up questions or concerns. If any should arise we ask that Mr*** please respond back to our recent e-mail communication and we will be happy to offer assistance

Good Afternoon,We appreciate the chance to address these concerns and we were sorry to hear about the accidental purchaseWhile Mr*** is certainly correct that we state we provide a day money back guarantee, our page states that this is specific to hosting fees, rather than any additional
services purchasedThis information is also stated in our terms of service :https://www.ehost.com/terms================================================Mone...⇄ Guarantee.eHost offers a forty-five (45) day money- back guarantee for eHost's managed shared hosting services onlyIf 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 Requests for these refunds must be made in writing to the eHost Support TeamRefunds 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 servicesMoney 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 reviewAt 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***' behalfTypically 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*** please reply back to the communication with Andrew and we'll be glad to check the status

Sent: Monday, January 25, 1:PM Subject: Complaint # *** Greetings, After this complaint had been marked closed, it seems Mrs. B*** 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 resolvedI'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 $for a domain registration as Mrs*** has chosen to keep the domainThis 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 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 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*** Customer Service Supervisor HostGator.com

Hello,Hello,We were sorry to hear about Mr***'s concern.For clarification as stated in the Terms Of Service that was agreed to at the time of signup:Billing and Payment InformationAutorenewal.Unless otherwise provided, you agree that until and unless you notify eHost of your desire to
cancel the Services, you will be billed on an automatically recurring basis to prevent any disruption to your Services, using your credit card or other billing information on file with us.Invoices are billed days prior to the due date to ensure that services are not interrupted. The cancellation request was submitted on March 14th which was Seventeen days after the February 25th date that Mr*** had signed up for the service and after the renewal invoice had been presented to the account for payment.At this time the cancellation of the hosting package that Mr*** purchased has been cancelled and refunded minus the cost of the domain. If Mr*** has any additional questions or concerns that we can assist with we ask the Mr*** please reply back to our recent e-mail communication and we will be happy to continue to offer assistance

Good Morning,Thanks for the chance to address these concernsFirst and foremost we'd like to apologize for the delay in having *** 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,First and foremost we'd like to offer our apologies for the delay in activating Mr. Bautista's accountUnfortunately after review of the situation we did find that this account was awaiting activation as the purchase had not yet been verified by our billing staff due to very
large queues following our Black Friday and Cyber Monday promotionsWe've since had a chance to bring the response time down now that we've made our way through all orders in the order they were received, and although we're sorry to hear Mr. Bautista has decided to cancel his account, we have provided a full refund of$ and wish him the best of luck with his new host.If we can be of any further assistance with this account please let us know and we'll be happy to help

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint 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,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint This result is created by eHost to show Revdex.com it's resolvedIt never worked before
Regards,Dan M***

[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 ***, and find that this resolution would be satisfactory to me I appreciate the prompt and professional response from e-host about my complaintI genuinely feel the original misunderstanding has/will be taken seriously within the company's customer service representativesI am grateful this experience has allowed me to realize the importance of looking into a company/service in more depth before making a purchaseThis will allow me to understand the companies integrity and possible hidden fee's that may or may not applyThis experience has also allowed me to fully appreciate and value the services the Revdex.com offersThey have been a great help in resolving the miscommunication between e-host and myselfI also respect the length of time e-host responded to my complaint and the agreed outcomeThis unexpected outcome, has actually encouraged us to keep using their hosting and website building servicesThey have also led me to be a huge Revdex.com fan! Blessings,***

Good Afternoon,We were sorry to hear that Ms*** had trouble getting started with our services and would be glad to touch on the concerns raisedFirst, it is the case that *** 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 accountIf this option is not wanted, our customers have the option of deselecting this option before proceedingHaving said that, once we heard Ms*** did not want the service, we were forthcoming with a refund as indicated in the complaintIn 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 onlyNext, 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 year before the domain could be releasedDomain registrations are valid for year increments, however newly registered domains cannot be transferred within the first days of registrationThat 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 day limit is not one created by eHost but is made by *** which is the organization overseeing all domain registrationsAlthough we understand Mr*** 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 registrationThis information is also on our front page ( http://ehost.com ) : *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.? We were sorry to hear that Ms*** 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*** in case we can be of any further assistance with this situation

Hello,We were sorry to hear about *** *** 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 packageAt this time we have contacted *** *** 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 *** *** please respond back to the recent email communication and we 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 onWhen Mr. *** purchased his account with us, he requested the domain name "***" which we did indeed
registerHowever after this registration, Mr. *** was under the impression that we did not register a domain name for him as he was trying to use the domain name "***." This is a subtle difference however the last two letters of the domain are switchedThis explains why Mr. *** was able to purchase the 2nd domain name from *** 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 *** 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 conversations. Finally 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 staff. At this time we have reached out to Mr. *** 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.

Greetings,We were sorry to hear about the trouble with our *** *** ** *** however we must point out that *** *** is a bit outdated now (no longer supported by it's creators since August, 2014) and is no longer recommended for security reasonsWe apologize if any of our agents stated
this would be available and we will be reviewing all interactions and following up with our agents appropriately.In regards to the frustration on the cancellation process, we would have to disagree that this is unusual for a hosting companyThe reasoning behind the documented cancellation request is due to the fact that hosting companies hold a level of responsibility for customer's data and therefore their businessesAs such, we need very clear written evidence of a request to cancel as this does show evidence we were authorized to delete all files.Finally onto the concerns with the domain name, we offer a free domain name for the life of the hosting packageIf a customer decides to cancel the hosting package, there is a charge to keep the domainIf this were not the case, customers could simply purchase a hosting package and cancel it in order to receive a free domain nameAs one might imagine, a company would not be likely to stay in business very long if they were giving away domain registrations free of charge which are usually a 10-15$ cost per year. Additionally we must point out that we do state there will be a charge for the domain if the customer wishes to keep itThis may be confirmed at the bottom of http://ehost.com : *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 understand MsWang no longer wished to keep the domain name so we have processed her cancellation request as well as a full refund back to the card usedWe hope this fully resolves any concerns but if we can be of any further assistance, please let us know.On Mon, Aug 22, at 6:PM, *** *** *** *** wrote:This was handled yesterday - updating the *** with more detail. On Mon, Aug 22, at 6:PM, *** *** *** wrote:Hello All, We received a contact from a Hostgator customer via *** *** over the weekend regarding their site being down due to malwareCan we please have someone reach out to the customer and assist with their inquiry. https://***.endurance.com/browse/ERT-5520 Thanks!***-- Thanks,Jonathan H***Customer Service SupervisorHostGator.com-- Thanks,Jonathan H***Customer Service SupervisorHostGator.com

Hello,We were sorry to hear about the concern that Mr*** 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***. If any should arise we ask that Mr*** respond back to our recent communication and we will be happy to offer assistance

The only cancellation request that we were able to locate for Mr*** was submitted through ticket *** 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*** submitted an additional request prior to this request we would be happy to review that ticket and ask that Mr*** please provide the ticket number that is being referenced

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

Sent: Tuesday, November 10, 2:PM To: drteam Subject: Case # *** Good Afternoon, In regards to complaint ***, after further investigation we have determined that upon our attempt to provide a refund back to the *** account used to purchase
services, unfortunately Ms*** had already worked with *** to de-activate the accountThis caused serious delays as our billing system only allows for refunds to be processed back to the account usedWe 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 *** account directly from our *** 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 eHostAs such, we have now worked with Ms*** to receive information on where to send a check for the full amount of $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*** Customer Service Supervisor HostGator.com

Good Afternoon,To begin we'd like to offer our apologies for the trouble getting started with usAlthough 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 waitsAlthough 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 *** *** and went ahead and extended the billing cycle to the years she had intended to purchase with no difference in priceWe have received her confirmation that this resolved the concerns for her but we if we can be of any further assistance, we ask that *** *** 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

Hello,We were sorry to hear about Mr***'s concerns.Mr*** 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*** and a refund for the difference had
been processed back to Mr***.At this time we have followed up with Mr*** through e-mail communication and would ask that if Mr*** 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