HostGator.com, L.L.C.

Greetings,Thank you for reaching out to us regarding the delay with your cancellation We're unfortunately experiencing higher then support volumes the past few weeks due to an outage that occurred with some of our reseller servers on 10/ Though we're approaching volumes again as we work to get caught up, I did locate your cancellation ticket and will be processing that very shortly The delay will not affect the day money back guarantee either, as I've ensured our retention staff are clear to make sure that's refunded I'll keep an eye on the ticket as well, though if you have any questions or concerns with this as the refund is processed as promised please feel free to request my assistance in the ticket directly Best Regards, [redacted] Director of Customer Service [redacted]

Good Afternoon,We always appreciate hearing back from our customers but we were sorry to hear Mr [redacted] has had such a rough time receiving assistance with this situationI've now had a chance to review the calls and e-mails related to this complaint and have found that as reported, we were forced to temporarily disable the site due to the strain requests for the site were causing on the server and therefore all other customers on this serverWe never like to issue these temporary restrictions but they are necessary from time to time in order to ensure server health and data integrity for not only Mr [redacted] 's site, but all other customers on the server.That said, during mr review I have found that it is most likely the frustrations caused by this situation were mainly due to the delay in our server monitor's response time to Mr [redacted] 's ticket/e-mail which could have been prevented with a quicker response from our server monitorsOur management is very aware that the waits on these tickets have not been near what we would like and to combat this, we've been hiring non-stop for a number a months and also have internal plans in place to make more of our administrators available to more immediately resolve spikes in CPU use, similar to what has occurred here.We were also sorry to hear that Mr [redacted] 's last call was so upsetting and after listening to the call, found that our agent did not offer the level of customer service we expect, and also did not properly communicate our process for when a supervisor is requestedWe have a good number of supervisors here at HostGator but even then, if multiple requests come through at the same time, we ask that a ticket is created so we can work through the current requests, then call our customers back so they are not waiting on hold indefinitelyWe've forwarded along these findings to our agent's supervisor and will be taking appropriate action to ensure our expectations and policies are met and followed moving forward.At this time I have credited the next two months of service for Mr [redacted] 's account so we can continue monitoring the situation and make sure all CPU usage issues are resolvedI have also contacted him via e-mail so he has a direct line of communication to me in case any issues need a bit of escalated attention.I hope this fully addresses the concerns raised in the initial complaint but 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 Received refund notice via [redacted] Did not hear anything from customer service regarding ticket and if my account has been permanently closed Please verify so I can accept the offer Regards,

Good Afternoon,Thank you for reaching out regarding the trouble you’ve experienced recently with your website I’m sorry to hear of the inconvenience this may have created, however it’s no problem to look into the situation and ensure it’s resolved fairly Reviewing the account support history I see that you requested a migration take place on 02/04/ After attempting to clarify which site you were needing transferred we never heard back from you after 02/06/unfortunately, so it appears quite likely that the migration itself wasn’t completed Regarding the domain name you’ve mentioned it seems the domain isn’t registered with our registry nor pointed to our servers currently There’s little more we can do from this end to explain the situation, however the site does load for me currently and it appears the DNS was updated recently as shown below:fwhois [redacted] Whois Server Version 2.0Domain names in the .com and .net domains can now be registeredwith many different competing registrarsGo to [redacted] for detailed information [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] >>> Last update of whois database: Mon, Dec 19:57:GMT

[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 Thank you for your quick resolution to this matter

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, si This is exactly what they are claiming. The password was changed with the customer service representative with a previous ticket the day this started. [redacted] the supervisor changed the ticket to combine them It appears the most important part of this ticket has been altered and not included. The ticket originally that we contacted them for were nothing to do with the site. The site was perfect and functional. The permissions for the open cart (a third party cart), was moved and altered. Their customer Service representative changed the password with me at this point: A. the site functional at this point B. We phoned at that point about shopping cart not site C. Tteheir new admin person was very new and decided to attempt a fix of his own and go into the cpanel without permission. D. he did go into the cpanel (which I have proof) and actually took out FTP accounts and also changed our password to make sure the site was safe as another part of the ticket. E. He said he would try and get the permissions changed back. F. He then stated after he would attempt to do so within Cpanel, but didn't really know how the php worked. G. at that point I asked him to WAIT since I wanted to contact open cart. H. Mother in law heart attack (did not contact open cart the following day, he was the ONLY person other than myself to have the new password. NO ONE could have guessed the password in a few hours. I SPECIFICALLY ASKED HIM TO NOT NOT NOT get into Cpanel at that point. Ask for a copy of the phone call, according to them they are recorded (all conversations), and could go back and look. Well, they haven't provided the information for me yet. Understand that Host Gator has done this according to previous problems with multiple sites listed and also has not helped the customer at a point of destruction. There has to be some kind of accountability for a business that hosts websites. That's what hosting is caring and putting the website out. Not destroying the site and nespecially not taking it down. When you switch from one site to another, business increased by 100%. There also is a lock down on how your site is allowed to be within the search. I'm frustrated at this point and will not be able to continue my business because of their destruction and continued cost of maintaining the site. We have requested help from a larger United States company that has a senior admin person who had original built the site. She is not responding yet, but may be willing to help. No one has the right to destroy a business in a mortar building and should not be alright to do so on the internet. It is now a complete different site without pop up windows showing products no facebook connections and other media connections, there is no link to paypal, etc. etc. It's not simple, it's been destroyed. Do I think Host Gator is a good company, maybe portions, but if they are going to place businesses out with support, the support needs to be capable of doing what is necessary including understanding PHP coding and not destruction of sites. The worker went into the site and modified coding that cannot be fixed because he has no idea where he changed what. Thanks [redacted] ***

Good Afternoon,We always appreciate a chance to address our customer's concerns and would like to start by apologizing for the delay in our security department's update on this matterAlthough we do not guarantee a response time on security issues and do handle the inquiries in the order they are received, we would like to see response times lowered much further and have dedicated serious resources into bringing more security admins on board to help with our queues.In regards to the concern that [redacted] purchase did not prevent this situation, while [redacted] is a great tool for helping secure a customer's site, it cannot prevent blacklisting as blacklists are controlled by 3rd party companies, so we make no claims that [redacted] will prevent blacklistingWhile this is not something [redacted] could have prevented, we do have many security precautions and mail limits in place to help prevent the underlying causes of blacklistingThat said, it is nearly impossible to prevent blacklisting on shared servers as we cannot police each e-mail originating from the server and cannot know whether or not the receiving party will ultimately flag the message as spamMoving on to the concern that e-mail communication was risky in this case, we have found that currently the e-mail address we have on file is an e-mail address hosted on the accountThis is actually against our terms of service to prevent the possibility of missed communication during an e-mail issueWe do not take any action in these cases but to have the address updated as soon as possible, we've reached out to Mr [redacted] directly in order to provide assistance with setting a 3rd party address.From the complaint we also understand there is an impression that there have been ongoing issues with e-mail since the account openedFrom review of the tickets under the account, we have only been able to locate other reports of e-mail troubleOne report was from months prior which was also relating to blacklisting, as well as one report on an issue relating to how the e-mail accounts were transferredWe of course would prefer that customers see no issues at all, however, while the low price point of shared hosting is desirable, the downside is that the resources (including mail) are shared with all other customers on the serverAs such, while we do all we can to prevent these situations, blacklisting unfortunately can occur from time to timeWe've provided Mr [redacted] a direct line of communication to help escalate these reports in the future and have also offered a discount if Mr [redacted] would like to discuss upgrading to a dedicated server where any blacklisting issues would be caused solely by the ownerFinally in regards to the request for a full refund, please consider that although there was a blacklisting report almost one year ago, a new blacklisting does not mean that the initial issue was never resolved, but rather that an entirely separate incident caused a new blacklisting to occurConsidering we've addressed both issues as they were reported, this situation would not qualify for a full refundAlthough blacklistings do not qualify for compensation under our 99.9% uptime guarantee, as a courtesy for the delay in addressing the matter, we've provided a two month extension on the current hosting package free of chargeWe hope this fully addresses the concerns raised and ask that Mr [redacted] please use our direct line of communication for any future urgent matters or to please contact our management at [redacted] for escalated assistance

Good Afternoon,Thank you for bringing this situation to our attention. I'd like to first and foremost offer our sincerest apologies for any frustration or inconvenience this situation has caused you. We’re happy to look into the matter and ensure this gets addressed appropriately. ... Reviewing the last several phone calls you’ve had to support however I’d like to also point out a few concerns I have with the situation just to hopefully avoid such frustration in the future.What I found most concerning with this situation is that you state our staff told you that you were out of luck, which isn’t the case, however you simply would not allow them to work through this with you prior to losing your cool and hanging up on our [redacted] I sympathize with the frustration when you thought it was addressed initially, however if you won’t cooperate with our staff it’s difficult to assist you. To then see you state here that they refused to assist you is unfortunate as that’s not the case which our call logs support.I also noticed that when the request was opened in [redacted] you were provided a list of domain names that were to be cancelled. Even though I realize the agent mistakenly included the domain he’d assisted you with renewing, you as a point of fact requesting that he cancel all domains that included the word “landscaping” which is exactly what was done for you. The billing admin unfortunately would not have been aware of the mistake with the one domain of concern, but to that end you were provided in writing the list of domains at which time this could have been corrected. To be clear as well, I’m not pointing blame at you for this and will absolutely credit the domain cost as you’ve requested, but I point this out to hopefully help you avoid a repeat in the future. He provided the list of domains for you to double check and that clearly didn’t happen, but all the same please just double check in the future and we’ll be happy to correct any mistakes on the spot. I realize you assumed it was good to go, but it’s always important to double-check changes with domains, as our domain agreement does outline registrations are non-refundable, which is the root of the problem here regrettably.At any rate, with that all clarified though it’s unfortunate that you’ve presented the situation here as you have leaving out much of what took place, I did credit the account for you as requested. We do appreciate your business and hope the credit shows this. If you have any further questions or concerns for me, please feel free to respond to [redacted] and I’ll address those personally.Best Regards, [redacted] Hostgator.com

Good Afternoon,We always appreciate a chance to address our customers concerns but before we proceed, we'd like to confirm that that [redacted] account is now active and that we've followed up with an offer to transfer over the initial couponRegrettably we have not received any follow up from [redacted] quite yet, but we will be keeping an eye out for any response.To provide more information on the matter at hand, we must first and foremost state that as a hosting provider, we receive an incredibly large amount of attempted fraudulent account sign-ups which are purchased with the goal of hosting malware or sending excessive amounts of spamTo prevent these types of orders, we have a number of factors used to evaluate purchases for any common indications of fraudWhile we understand how it would be beneficial for our well-meaning customers to know our full set of criteria to work around, this would also allow malicious individuals to dodge our system entirelyIn this case, use of a VPN meant that the location of the siwas hidden, meaning we were unable to match the silocation with the billing information on the credit card usedThis is one of the most common tools of malicious individuals, so we do automatically refund these payments and ask that customers please re-purchase their order without use of a VPN.That said, unfortunately there appear to have been a number of inaccurate pieces of information provided in this complaint that must also be notedWe've reviewed all purchases under the name " [redacted] " and have found that the original purchases were made on April 12th, 2015, rather than weeks prior as mentioned in the complaintWe've also found no evidence that our staff denied transferring the coupon to the new purchase or that our staff stated we would not provide the files originally worked onIf this was not the case, we ask that [redacted] please reply to our e-mail to provide more information on where these conversations took placeFinally, please note that we are also upfront about the possibility of a customer having their ID requested as this is available in our terms of service.Regardless, as mentioned initially, the new order and account have been fully activated and we've made sure to move the original files over to the new accountWe've also offered to allow an additional coupon to further discount the purchase but we've not heard back on our e-mailWe urge [redacted] to contact us back on the most recent e-mail or contact our management at [email protected] for assistance applying the discount offered, or for assistance with any remaining concerns

Good Evening,Thank you for bringing this situation to our attention for further review We're always happy to look into these situations and get them corrected as fairly as possible Having reviewed your ticket history I see that refunds were provided in [redacted] last month in an effort to balance out the billing errors Moving forward while it appears our billing team ultimately got this addressed, I'm going to keep the ticket [redacted] assigned directly to myself If this hasn't been fully resolved or if you have any problems at all please let me know and I'll personally address those concerns I've also credited the account for the trouble you've experienced, covering the next three months of hosting on your account No action is necessary on your part to use the credits, they'll simply apply automatically towards the invoices for your accounts in the coming monthsPlease feel free to reach out to me directly in the above ticket and I'll be happy to assist you further with any other questions or concerns.Best Regards, [redacted]

Good Afternoon,Thank you for bringing this situation to our attention via the Revdex.com I appreciate the opportunity to review the matter, and apologize for the frustration you’ve been through, however after reviewing your extremely combative call with our staff, I wanted to take a little closer look into what was really going on which I have and will now detail here.First and foremost to be clear, I realize that you were billed three times for the domain registration, which is extremely unfortunate given the system had provided you an error, prompting the additional attempts I’ll absolutely be following up on this through the ticket you have open already with my Customer Service Manager, [redacted] though I believe he’s been in contact with our development team already at this point.Moving to my own concerns, it actually took me a minute to locate your current billing email address with us, as the email you provided was associated with a past due account, owing more then $because you seem to have never cancelled that prior account Though it’s no problem to take care of this(which I have, the account is cancelled as of this time) and just waive the invoices, please also understand that by not canceling the account, we’ve held your data for quite some time at a loss to our company That said, I’m not an unreasonable person and wouldn’t expect you to clear this debt at this point given you currently have an active account signed up as of Sept of this year which is in good standing, but at the same point I’d like to ask that you treat our staff with a little more respect should issues ever arise in the future I realize you’re frustrated and just wanted this resolved quickly as you were overcharged, but going back through the billing history you linked me to through the complaint I feel we’ve been pretty reasonable with you seeing how my customer service team handled the resolution this week.Finally in regards to the charges, I see that [redacted] spent some time with you over the phone earlier this week and refunded those charges, all in full via the ticket [redacted] It seems he also provided you with the domain registration for the next year free of charge, as requested Going forward I’ll keep the ticket you communicated through for the refund assigned directly to myself If you have any additional concerns please feel free to respond directly there and I’ll be happy to work personally with you.Best Regards, [redacted] Director of Customer Service [redacted]

Greetings, Thank you for reaching out to us regarding this situation I'd like to first apologize for the frustration and general time it took to refund and resolve the matter with you through ***- [redacted] , but it's great to see [redacted] did ultimately come to an agreement on the refund amount for you Though it's unfortunate in the end to even see this occur, we'll certainly be reviewing support on this end and looking to address any issues that occurred through this frustrating period of time for you, looking obviously to make improvements where we can along the way If you have any further concerns or questions regarding the matter, please feel free to respond directly to the ticket noted above, which I'll keep an eye on going forward Best Regards, [redacted] Director of Customer Service Hostgator.com

Good Morning,As was explained to you on 1/1/via your open ticket with our cancellations team [redacted] , refunds processed to credit cards can between 5-days to process back Though I understand your frustration, it's only the 5th and technically today would be the second business day of that 5- I would expect the refund to process sometime this week, though at the latest early next week, the 12th being the 7th business day Often it doesn't take this long, though is dependent on the destination our processor sends to, meanings it's unfortunately outside our control once processed.For reference I've again provided you with the transaction ID's which show the total transactions refunded, totaling the amount you noted is correct in the complaint Though maybe that was missed in my last response and in the ticket responses to you from Sara, with a little patience I can assure you, you will indeed receive your refund which was processed last Thursday in the correct amount[redacted] - $and $refunded [redacted] - $refundedBest Regards,Joshua M***Director of Customer ServiceHostgator.com

Good Afternoon,As was emailed to you earlier, while this situation is the result of your own negligence regardless of your dispute of the situation, given the time you've spent trying to resolve the matter at this point it's no issue to just offer the refund and move on, which has been processed as discussed in ticket # [redacted] Having provided that refund I would like to again re-iterate the point that you violated the Domain Registration Agreement and also neglected to contact us once it was clear the domain expired, till it was in redemption days after the fact which is not something we can affect or avoid What we can offer though and did last year when this first happened is an [redacted] retail account in which you can process the renewal yourself That was offered to you at a a cost to our company after you pushed the entire blame off on us, and while this year's incident is a repeat of what you've already been though, I think it goes without saying that you need to take responsibility for your domains and ensure they get renewed in the future, exactly as is outlined in our Domain agreement as your responsibliity While I understand it's easy to point fingers and place blame on our staff or "the confusion" you stated resulted through our process, we handle hundreds of thousands of domain renewals a year and can say with full confidence that the system works properly when the client assumes responsibility and handles their business as we've outlined I want to also make it clear that this will be the last and final time we assist you with the situation as well, given we're not at fault for the oversight on your part and while we're happy to right this for a second time given the confusion you've noted for a second year in a row, this will not be the case should this come up a third time, when I know very well that you know better While I can't imagine this will likely be repeated, we were also of that opinion last year and will act appropriately should the matter surface again We cannot and will not continue in this fashion if you're not willing to meet us have way and assume some sort of responsibility which you accepted during signup when the agreements were acknowledged As promised your refund for $has already been processed this afternoon and can be expected within 5-business days depending on the time it takes your card issuer to process the payment reversal If you have any additional questions or concerns please let me know via ticket # [redacted] .Best Regards,Joshua [redacted] Director of Customer ServiceHostgator.com

Good Morning,Thank you for your response and the additional clarification you were able to offer I’m sorry you’ve had to deal with this on a continuing basis, though we do stand behind our word and will ensure you receive the $commission as has been promised since the start My apologies as well for the delay back with you as I tried to verify these facts, however it did take some time to piece together your version and hers Regardless it’s clear this could have been handled much more smoothly and I hope the credits I offered previously show our interest in righting the matter.I’ve also reached out to our Marketing Director this morning and asked that he override the affiliate payout system and just get the money Paypal’d to you so we can put an end to the frustration you’ve been experiencing It appears we do already have your Paypal email address, so if that’s alright we’ll simply send the commission there and just skip our accounting team and their current troubles to get these commissions verified and paid out I will follow up with you directly via email once I respond here to to confirm the Paypal address and ensure you receive your payout as soon as possible.We’ll look forward to resolving this with you once and for all, and again our apologies for all the trouble you’ve experienced!Best Regards,Joshua M***Director of Customer Engagement [redacted]

Good Afternoon,Thank you for alerting us to the unfortunate situation with your Terms of Service violations While they are indeed violations and something that resulted due to your site’s configuration, I definitely understand the frustration you’ve experienced and want to do what we can to make right on the matter I’d like to outline specifically what was violated, briefly touch on the solution, and then finally what we can do to move this all forward.Though noted in the compliant initially that you’d resolved the matter completely, after reviewing the ticket history I see you continue to receive suspensions even after submitting the complaint, signaling you in fact had not resolve the root of the problem To clarify what was violated for the Revdex.com, when you signed up for the account you accepted our Terms of Service agreement, which can be referenced here: [redacted] Contained within that agreement is an Acceptable Use Policy which further outlines what is and isn’t considered acceptable resource usage, which is where your account ran into problems That portion of the TOS can be found here: [redacted] and makes it clear that any account or site utilizing more then 25% of the servers resources at any given moment will be suspended and require optimization I apologize if this portion of the agreement was overlooked when you accepted it at signup, however we were perfectly up front as to why this happened within the ticket when the issues first started.Having audited several of the tickets relating to these violations, I understand that a senior admin was finally able to pinpoint the actual cause of the issues the morning after your complaint, and corrected a filename which seemed to have the wrong case in relation to the link which was responding with a error Though we’re happy to spend time and address the matter which does come at a cost for our support, that’s really something that falls to the customer as their responsibility as we simply don’t have time to go through each and every TOS violation in an effort to correct what are problems the customer has introduced into the environment That said, I’m not interested in placing blame on you either, as these issues are not always obvious or really the type of problem I’d expect most customers to catch just on an initial survey of the scene, but at the same point we do have a duty to monitor the servers and keep them stable given these are shared with other users.Moving forward while I understand that you’d like to be compensated somewhere to the tune of $between losses and the full refund you’ve requested for what was basically days of intermittent downtime, that’s simply not going to be possible as we’re not liable for damages you claim to have occurred through use of the service for any reason That’s a point that our Terms of Service outlines as well in Section Disclaimer Though we won’t be able to compensate quite to the degree you feel is reasonable, I would be happy to honor the 99.9% uptime agreement Though that agreement doesn’t really protect you in instances where you or your account have caused the downtime, I definitely realize the plight the suspensions cause and it’s a very real impact in some cases At this time, in the interest of being as fair as possible, while the agreement provides a month of credit, I’ve gone ahead and applied a month credit towards the affected account The credit will apply itself to any future invoices, but if you have any additional questions or concerns please let me know Otherwise at this time given it appears the TOS tickets have ceased after our admin resolved the filename issue, we’ll consider the matter closed.Best Regards, [redacted] Hostgator.com

Good Afternoon,We're always sorry to hear about a domain expiring and would be glad to discuss these events furtherTo provide a brief summary, first and foremost our system automatically sends out an e-mail days before the domain expires meaning there was ample time to address this situation but unfortunately after our response to the related ticket on the 21st, we did not hear back with any follow up questions for days, till February 23rd, the domain's expiration date.In the complaint I see it was reported we would not accept payment of any type but this is of course inaccurate as it would be illogical to ask a customer to pay for a renewal then provide no option to submit paymentThat said, it is accurate that we informed [redacted] that she would need to pay by check, money order or bank wire due to a previous fraudulent charge on the accountThere was a report that [redacted] was not aware of why we put this requirement in place however I have found that on multiple occasions [redacted] referenced the fraudulent charge on her account using her credit card and also stated that our agent confirmed thisAlso, there seems to be an impression that we do not accept credit cards for any of our customers, but [redacted] has also acknowledged she has been making payments with credit cards to us for years so we assume she is aware that this is not the caseWe never like to make submitting payment more difficult, however in our experience we have found that fraudulent use of a credit card often happens more than once, so we put holds on the account to protect both the credit card holders as well as our company, considering fraud investigations take serious time and cost us funds to the credit card companiesFinally [redacted] also mentions that she had trouble receiving assistance over the phone as well as live chat on the 23rd but after review, found that the live chat and phone call occurred at the same time so it is not surprising they had the same resultThe issue here is that our front line support does not have access to address fraud reports due to their serious and sensitive nature so these issues do get addressed via ticket/email by our specific fraud departmentThe domain in question has now been renewed and we've also received the necessary information from [redacted] in order to restore the option to also pay by credit card on future renewalsI hope this fully addresses all concerns but I've also taken over the related ticket to provide a direct line of communication in case further escalation is necessary

Hi ***Thank you for reaching out and bringing the situation to our attentionThough I would have been happy to assist you directly via [redacted] had you reached out prior to submitting the complaint to see if we could provide you a better level of support, and address your concerns, I realize at this time that you currently have a cancellation request in and are just looking to move on I'm sorry to see that take place prior to getting a chance to try and right the entire matter, but all the same I realize you're frustrated with our current support situation, as we've continued to grow the past several years and are experiencing some difficulties as we recruit and hire new staff this year in an effort to keep up with demand Though we are certainly committed to getting ahead of this problem and are slowly winning the battle as we continue to hire, even going as far as implementing contract workers to help ease the current pains, I also don't want to drag out your headaches any further then necessary.I've asked a supervisor to go ahead and process your cancellation this morning as promptly as possible, though it looks like we’re going to either need to sync up with you and get a [redacted] address we can process a refund to, or simply mail you a check I see that you requested a refund of October, though if it’s alright in an effort to hopefully leave you with a less sour impression of our brand I’m going to refund the prior months of service to you That comes to $US, which I hope is agreeable We’ll get that refund sorted out though in the open ticket [redacted] If you have any other questions or concerns beyond my response here, please also feel free to request me in that open cancel ticket in the short term Once the cancellation is processed, the ticket will just be assigned to me in relation to the Revdex.com complaint, so if I can assist with anything else just let me know!Best Regards, [redacted] Director of Customer Service [redacted]

Good Morning, Thank you for reaching out to us regarding the 99.9% uptime guarantee and your troubles last week Though it’s certainly true a planned OS update to reseller servers caused service disruptions for many reseller customers, the notion that we’re not honoring our guarantee is simply not correct We do in fact maintain such uptime on most all of our shared/reseller servers month after month, and though I believe you may be assuming 99.9% uptime guaranteed means our servers have a redundant backup/failover, that’s simply not the case, nor is that how we advertise the guarantee For clarification sake I’ve included Section Uptime Guarantee from our Terms of Service [redacted] “15.Uptime Guarantee?If your shared or reseller server has a physical downtime that falls short of the 99.9% uptime guarantee, you may receive one (1) month of credit on your accountThis uptime guarantee does not apply to planned maintenanceApproval of any credit is at the sole discretion of HostGator and may be dependent upon the justification providedThird party monitoring service reports may not be used for justification due to a variety of factors including the monitor's network capacity/transit availabilityThe uptime of the server is defined as the reported uptime from the operating system and the Apache Web Server which may differ from the uptime reported by other individual servicesTo request a credit, please visit [redacted] to create a support ticket to our Billing department with justificationUptime guarantees only apply to shared and reseller solutionsDedicated servers are covered by a network guarantee in which the credit is prorated for the amount of time the server is down which is not related to our uptime guarantee.” As promised by this agreement, I see our staff provided the credit to you in ticket # [redacted] Due to these we may simply need to agree to disagree on the fact that we do stand behind the agreement, nor that it’s in any way fraudulent Had we neglected to provide the guaranteed credit that would be an entirely different situation, though we have and always will stand behind our service in this fashion With that all clarified, I do also understand that the outage likely put your business on hold last week and want to do what we can to hopefully gesture our interest in righting the relations At this time I’ve applied an additional two months of credit toward your hosting account If you have any further questions or concerns with the credit itself, please let us know via your previously opened customer service ticket # [redacted] We do absolutely appreciate your business and want to make right on this as we move forward, so while we may not agree on the guarantee or it’s use itself, please let us know if we can be of any further assistance Best Regards, [redacted] Director of Customer Service [redacted]

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 refund on my credit card for the additional amount indicated and no pending transactionAdditionally the amount refunded is less than I am owed as stated in my original complaint Regards,Michelle P***