HostGator.com, L.L.C.

[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 even if this could have been solved this way from the beginning as it was requested. Regarding the personal data stored on my site, this was the same data stored on a [redacted] for which I've provided links in order for HostGator to be able to crosscheck (the site had also english translation). As mentioned before my issue was not that the site was blocked first time, the issue was that it wasn't unblocked after I provided evidence that all the info was public information and then they refused the refund.At this moment, I've got my refund and moved my business elsewhere so the current resolution is satisfactory to me.Thanks,[redacted]

Good Evening,First and foremost we'd like to offer our apologies
for the trouble reported in this complaint. To provide more
information, here at HostGator we do routinely update our firewalls to
ensure that our customers are protected against malicious activity.
Unfortunately in these two cases, following our firewall update, we did
find that some of our settings had been knocked out which caused issue
with outbound e-mail.Following the two updates we did make sure
to restore access to the outbound ports necessary for Mr. [redacted]'s
e-mails, and have taken steps to ensure that these updates are more
carefully reviewed and tested following the changes. At this
time we have been in direct contact with Mr. [redacted] and have worked
out a resolution to the matter that is satisfactory to both parties as
Mr. [redacted] was actually considering an upgrade to a level of hosting
where he will have more control over certain features. We've completed
the provisioning of the new service and have scheduled a few more
contacts with Mr. [redacted] to ensure that this process goes smoothly
for him and his clients.We are in direct communication with Mr.
[redacted] and have provided him with a method to get back in touch with
us if any issues arise during this upgrade, so if we can be of any
additional assistance we ask that he please use that contact to alert
our management.

Good Morning,In regards to the issues reported on the server, we have previously investigated the situation and found there was an impression that we were somehow limiting traffic on the server. We found no evidence that traffic was ever restricted and review of the reported troubles found that the...

server was maxing out its available resources. As we did provide the server requested with the specifications outlined on our checkout page, there would not be a refund due if a customer runs into issues with the amount of available resources on the server they selected. Our terms of service also state that dedicated servers do not qualify for a refund, however we did agree to refund half of the payment made.We reached out to Mr. [redacted] and offered either a refund by check or by [redacted] and did not receive any correspondence following that offer till the date this complaint was filed. We did then receive the [redacted] address Mr. [redacted] wished to receive the funds to, and the refund has been sent. If we can be of any further assistance with this matter we ask that Mr. [redacted] please update the ticket through the billing system ( https://hostgator.com/billing ) to ensure that his replies are being sent and received.

Hello,We were sorry to hear about Mr. [redacted] concern with the pricing for dedicated IP's and appreciated that he brought it to our attention.There has been a recent increase to the price of a dedicated IP, unfortunately not all pages of our website have been updated to reflect the new...

pricing.  We did understand the concern that Mr. [redacted] had when comparing his invoices to the information provided on our website and have provided a credit back to his account for the difference in that pricing.At this time we have not received any follow up questions or concerns from Mr. [redacted] and the credit has been provided to his account.  If any should arise that we can assist with we ask that Mr. [redacted] please respond back to the recent e-mail communication or contacts our management team at [email protected] and we will be happy to continue to offer assistance.

Hi [redacted]Thank you for reaching out and bringing the situation to our attention. Though 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 3 months of service to you.  That comes to $44.85 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 Afternoon,Unfortunately Mr. [redacted] has continued with attempts to inaccurately portray the situation. We did not sneak any charges in on Mr. [redacted] as he was charged on the 4th of December and did not request cancellation until after the most recent charge was processed. Additionally, Mr. [redacted] has refused to provide any evidence to allow us to investigate his claims on unanswered phone calls or live chats. At this time we have fully canceled his account and provided a refund of his last payment. The domain transfers will be automatically released by the domain registrar once the verification e-mail has been handled by Mr. [redacted] and there is no further involvement needed from our staff as this is an automated process.

[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 help!  [redacted]

Good Morning,I've been in contact with [redacted] and worked through the uptime concerns.  While he did certainly report downtime and request the credits, up until his recent ticket in November we really didn't have much in the way of errors or times the sites were down.  With a little more...

clarification as issues are reported, we can do a better job narrowing down any issues, then offer the credit as had been requested.  Given the frustration however I've gone ahead and issued credits per our uptime guarantee as it's obvious there were issues both in October and November.  [redacted] and I are also in the process of hopefully migrating his account to another server so he can see if that fairs any better for his sites.Though this isn't entirely resolved at this time, I believe we are back on track and should have no problems moving forward ensuring he's getting the support and service he expects and pays for.Best Regards,Joshua M[redacted]Director of Customer EngagementHostgator.com

Hello,Thank you very much for reaching back out to us on this matter.Unfortunately the account is not eligible for a refund from 2014. During [redacted] when discussing the cancellation of the account instructions were provided in the last reply to the ticket on 08/18/2014. After providing the instructions to fill out the official cancellation request form at [redacted] we has received no ticket from the submission of that form or any follow up to the related ticket. When signing up for our services at the very bottom of the order page the details about cancellation and automatic renewals are provided before you can even proceed with check out. The follow is what is stated on our order page before the check out. "Qualified packages include instant activation and 24 hour support. Introductory prices apply to the first term. Money-back guarantee applies to hosting and domain privacy. All plans and products automatically renew for the same term length at regular rates, which will be available in your control panel. Unless you request a change or cancellation, the payment method provided today will be used for renewals."The cancellation request was not received until 08/15/2016 and then the cancellation was processed immediately and the previous payment was refunded in full. Please feel free to use [redacted] if you have any further concerns.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  The whole issue could have been avoided with better communication protocols.

Hello,Thank you for contacting us and for giving us an opportunity to resolve this issue. We have reviewed the issue and Mr. [redacted]'s account.  We have determined that he was not pleased with a quote that he received to migrate and combine two accounts on our server.Typically speaking this...

kind of account merge and migration would come with a fee associated with it, but we do feel that our Staff member could have done a better job setting the the expectation regarding potential fees for this type of service.That being said, we did attempt to call Mr. [redacted] twice and had left him a voice mail indicating we would reach out to him via email. We at this time have waived any fee's associated with the migration and account merge that Mr [redacted] is requesting.If we can provide any further assistance or clarifying details, please let us know. We look forward to hearing from you, and thank you again for reaching out to us.

Hello,We regret to hear that [redacted] has denied to work with you on this matter. We did review the domain name in question and we must again deny any wrongdoing by HostGator. When the payment was made to HostGator for the domain it was not transferred to [redacted] yet and it was renewed on our end. After that was done it was then transferred to them. We understand your new registrar refused to work with you so we have refunded the last payment for that domain name. If you have any further concerns on this matter please reply back to ticket [redacted] which will remain assigned to the customer service management team.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find, that although this business scams consumers through illegal advertising for unnecessary products, this resolution would be satisfactory to me, since the Revdex.com is perfectly compliant and ignorant massive fraud caused by most business's.[redacted]

[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.  
sorry my cell phone is out of minutes and the matter was resolved successfully thank you for your help

Revdex.com:
This letter is to inform you that HostGator.com, L.L.C. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/27/2014 1:33:11 PM and assigned ID ***
Regards,
 
From: *** *** ***]
Sent: Friday, October 31, 2014 7:13 AM
To: drteam
Subject: Re: You have a New Message from Revdex.com Regarding Complaint #***
 
This is to inform you that, as of today, the full refund has been posted to my credit card account. Thank you for your assistance.
 
*** ***
*** *** **

Hello,We were sorry to hear about the difficulty that Mr. [redacted] was having with cancelling his service.Reviewing the account in question we did not find any cancellation requests that had been received via the form for that hosting package and were not able to locate any interactions with our live...

support in regards to a cancellation request.  However we were happy to get the cancellation processed for Mr. [redacted] and the recent payments made for that service have been refunded back to Mr. [redacted].At this time the hosting package in question has been fully cancelled and we have not received any follow up questions or concerns.  If any should arise that we can assist with we ask that Mr. [redacted] please respond to the recent e-mail communication or contacts our management team at [email protected] and we will be happy to continue to offer assistance.

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.  
Thanks for your response, but I already know what your rep sent me.  You don't need to send me anything-- I have enough of your emails justifying you showing my work for free download. So, your response makes no sense. I do agree that all pages I complained about have been taken down, at least for now. This should have happened weeks or months ago by you after receiving my DMCA letter.Next time I get bizarre justifications from your rep about you offering my book for free download, I will be sure to file another Revdex.com complaint right away.  Your rep doesn't seem to understand what is going on with this topic at all. Your answer here doesn't make much sense either.  This problem of telling people nonsense needs to stop.Regards,
[redacted]

Hello,We were sorry to hear about the concern that Mr. [redacted] had in regards to notice for the [redacted] renewal when the payment had failed.In speaking with Mr. [redacted] we were able to confirm that his information on file was correct and were able to confirm that one would normally be sent through...

the automated notices but were not able to confirm if it had.  We also confirmed that no additional clients reported any issues with not having received a notice.Our development has updated the system to provide the date in the audit logs when a notice has been sent to ensure that we have this information available for our clients in the future if this concern should come up again.At this time we have provided a credit to Mr. [redacted] as a courtesy for any frustration this has caused and have not received any follow up questions or concerns.  If any should arise we ask that Mr. [redacted] please reply back to our recent e-mail communication or e-mail our management team at [email protected] and we will be happy to offer assistance.

Good Afternoon,We'd like to start by offering our apologies for any inconvenience caused by the issue with Mr. [redacted]'s site. After investigation into the matter, unfortunately we found that after Mr. [redacted] had reported the issue, that one of our billing agents had erroneously stated that the...

service Mr. [redacted] used to create the site was no longer available. Although this is true for new customers, any of our customers who had previously used this specific builder are still more than welcome to continue with it's use. We've taken time to forward this error to our agent's supervisor to ensure this oversight does not occur again.Once it was clarified that the issue with Mr. [redacted]'s site was not related to the service no longer being offered, we had the error immediately investigated and corrected. We've now received word back from Mr. [redacted] stating that so far all of his testing of the site has gone positively, however if he does end up finding any remaining issues, we've setup a direct line of communication for him to get back in touch with our management. Additionally, we've provided a few months of service to help compensate for our agent's mistake prior to our correction. We hope this fully resolves the complaint but if we can be of any further assistance, please let us know.

Hello,We were sorry to hear that the hosting did not work out for [redacted]  Our shared hosting plans include a 45 day money back guarantee that we stand behind.  Unfortunately when we checked his billing account we found that there were no successful charges in the amount of $11.95...

associated with the hosting account provided.When checking with the payment processor they also were not able to locate any successful charges with the exception of the One [redacted] charge.  However they were able to provide four attempts that were not successfully able to be processed to the [redacted] associated with the account.[redacted] was kind enough to provide a screen shot, unfortunately the image provided did not include a transaction ID that we could reference and at this time we have not received a reply for that request.  We also inquired into the possibility that there was another billing account that the charge he is referencing may have been from.At this time we ask that [redacted] please provide the transaction ID by replying to the recent email communication or email our management team directly at [email protected] with the related transaction and we will be happy to continue to work with him.