HostGator.com, L.L.C.

Good Morning,Our sincerest apologies for the trouble you recently experienced with your cancellation and account refund. Reviewing that ticket it's clear that we did indeed incorrectly calculate the refund. It appears one of my Customer Service Managers has already located your ticket
EJU-and corrected this issuing an addition $74. I'd like to also apologize for the delay, the ticket had been processed and placed in the appropriate queue, however overlooked once in that after you responded regarding the correction. Please let us know via that ticket if you have any additional concerns, though the matter can likely be considered closed otherwise at this time.Best Regards,Joshua M***Director of Customer ServiceHostgator.com

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 meonce the refund check is sent

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 meHowever, it is not entirely factual, as I submitted requests for all the domains to be moved over and was in fact assured on more than occasion that they had been, only to find that they had not and so they were really doubly charging me for the shared server and for each individual account as wellIf I kept promising my boss I would do a job, and a month later it had not been done, let alone months later, I would have been fired for sure.I also complained repeatedly that their new ticketing service did not work well in *** and not at all in ***, and only intermittently in *** ***I would therefore suggest that they look into browser compatibility and again, customer service to resolve all issues customers are trying to resolveThe chat feature also rarely works, which is very frustrating if you have been waiting in the queue for minutes only to get kicked off the call by the interface and have to start all over again.Thank you for your assistance in this matter and I look forward to receiving a refund and getting back on track with my domains and business
sincerely yours,*** *** ***

Good Afternoon,First and foremost we'd like to apologize for the delay in our security department's response to this inquiryAlthough we do not guarantee response times on our these types of reports, we would like to see quicker turn around, and have been working towards increasing our staffing in
this department.That said, unfortunately this complaint contained a number of inaccurate pieces of information that we'd like to addressFirst, in the complaint there was a statement that HostGator failed to take an automatic payment from a *** accountThis is not actually the way *** works in that it is *** who sends the money when a subscription is setup rather than the receiver making a withdrawalWe've also double checked the account and found that no *** subscription was setup and that *** had not been in use on the accountInstead, the issue was that the card saved on file was declined when our automatic attempt was made.Next, the complaint claimed that our initial reply back to the ticket stated that Ms*** would have to clean the account herselfThis was not actually the case and we have the logs of this conversation available which indicate our security agent confirmed that our scan had begun, "An automated scan has been started on your account to obtain more information."Moving on to the request for a billing adjustment, although we were sorry to hear Ms*** may have had a misunderstanding about the requirement of hiring a 3rd party, we did not state that this was required and more importantly, despite her report on the work performed, we had our security department double check the account to be certain.It was fortunate that we did double check as our security department found that the work performed by the 3rd party did not seem to be very thoroughWe then replied back via e-mail and provided a very lengthy set of lists detailing the malicious content that remained on the accountFrom our review, we found that Ms***'s account contained multiple outdated scripts which contain known security exploitsWhile we of course wish we could have provided more information sooner, ultimately we ask that our customers be proactivate about these types of compromises by keeping all scripts on their account up to date, otherwise it is highly likely that the compromises will recurWe have not heard back from Ms*** following our detailed message on the 29th of April however if we can ever help to escalate any additional concerns, or assist with updating the scripts, we ask to please let our management know by contacting us at [email protected] and we'll be more than happy to help

Good Afternoon,We'd be more than happy to address these concerns
but first and foremost, we must reject the report that the service has
not been reliable since the account was openedWhile there was a
blacklisting issue near the start of the account, the analogy provided
would be applicable in this case as blacklisting removal is never
guaranteed to be permanentBlacklisting can occur from time to time and
must be constantly monitored and addressed as there will never be a
guarantee that further blacklisting will not occurThis is not to say
that we are not proactive in monitoring and preventing the causes of
blacklistings as we do have tools and staff in place for these tasks.In
regards to the *** tool, while it does attempt to check the site's
IP against any blacklists, a part of our system which helps prevent
blacklisting is a set of alternating mail gateways which do not share
the same IP as the siteAs such, the *** spam list checking tool
may not always be accurateStill, this service is not advertised to
prevent blacklisting and the main use of the tool is catch any malware
or malicious content on the account, as shown in the screenshot in the
previous response.It would also not be accurate to say that
there has not been any progress on this issueThe issue reported
initially was a blacklisting which was removed as reportedFollowing
the blacklisting, there were instances of greylisting which temporarily
limits the amount of mail a specific provider will receive from the
sending hostWhereas with blacklists, we have the option to address the
issue and request removal, these temporary greylistings do not have
this optionAgain, we do have extensive mail filtering to
prevent messages from leaving our servers that might get flagged as spam
and we also have a zero tolerance spam policy meaning first offense
spammers are banned, but it is certainly true that fighting spam is an
ongoing battle as spammers work hard to modify messages so they are not
caught by the current spam rules in placeAs such, we constantly update
these rules when we see new types of spam getting out.While the
low cast of shared hosting is a benefit, one downside is that
blacklistings and greylistings can be caused by other customers using
the same mail gatewaysAs such, the only guarantee that an account will
not be affected by other customers is through the use of a VPS or
dedicated serverAt this point we have offered an upgrade to VPS free
of charge for a period of time so Mr*** can decide if this would be
an acceptable solution to the situationAs this offer has been denied,
while two separate blacklistings would not qualify for a full refund of
the year of services provided, we would offer a refund of two months of
service during which the blacklisting caused issueWe currently
have a direct line of communication open between Mr*** and our
management so we'll be watching for any further response on this offer

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
Have moved to a new host Please send refund from *** and close out my account
Regards,

Hello Again,My apologies that the renewal in fact had not processed, however I was working off a note in the ticket history stating it was paid and renewed which having reviewed your first call appeared was the case. The renewal has been processed manually and taken care of at this time, which I've verified personally though *** *** may still take a few hours so please realize it may not initially load from your location till those updated *** records propagate. It has certainly been taken care of though as shown in the whois below:Domain Name: ***Registry Domain ID:Registrar WHOIS Server: ***Registrar URL: ***Updated Date: 2014-***Creation Date: 2013***Registrar Registration Expiration Date: 2015***Registrar: *** *** *HostGator)Registrar IANA ID: ***Registrar Abuse Contact Email: ***Registrar Abuse Contact Phone: ###-###-####Name Server: ***Name Server: ***My apologies again for my own confusion as I worked to resolve this mess, though I can assure you I do in fact want to make sure this gets resolved contrary to your continued accusations about your interactions with our supportIt's unfortunate to see that given I have the calls recorded and reviewed those fully, though all the same we stand behind our products and services are simply happy to get this resolved and put an end to the matter. If you feel taking your business elsewhere is in your best interest even in light of your own lack of cooperation when our *** tried to explain and resolve this with you the first time, after reviewing the calls and understanding what was said, perhaps that's best. Please let me know if we can be of any further assistance while you prepare to make that transition or if I can do anything further to assist here directly with the service should you stay please don't hesitate to ask! We'd hate to see you leave over what was a simple mistake, but I can be reached directly at *** should you need anything at all.Best Regards,*** *** ** *** ***Hostgator.com

Good Morning,Thank you for reaching out and our apologies first and foremost for the frustration you’ve experienced. After reviewing the matter, though I understand you sold the site to another person and didn’t intend to continue your hosting with us, it appears you simply never cancelled the
hosting till you were charged and the matter became an issue.I apologize if you neglected to review the full Terms of Service when you accepted that during signup, though the situation was entirely avoidable had you read and understood the agreement. I would encourage you to read and understand these agreements fully in the future when considering service providers, better protecting your own interests/finances.That said, I do see our staff was able to work through this with you, having had you submit a cancellation request for the un-necessary account through ***. That was processed earlier today and a refund in the amount of $issued. Please expect that refund within a business week, as they do take a little time for the card processor to process through. If you have any other questions or concerns please let me know!*** ***
*** ***
*** ** *** ***
***

Good Afternoon,We appreciate the chance to discuss this complaint however we must begin by clarifying that HostGator.com is web hosting provider who provide e-mail services to hundreds of thousands of individuals and organizationsThe spam Mr*** is referring to was sent by customers of
HostGator, not by our organization directly.Contrary to what the complaint states, HostGator does scan outbound e-mail in attempts to block any messages that look like spam, however the nature of spammers is to attempt to test what can get around these types of filters and to continue spamming until we shut down the account or update our filters to block those messagesWe have a zero tolerance spam policy and as soon as we receive any report of spam coming from an account, we do take action as outlined here : http://www.hostgator.com/mailpolicyhttp://www.hostgator.com/tos/acceptable-use-p...⇄ Section DZero Tolerance Spam Policy )We must also point out that we have continued addressing each of Mr***'s reports of spam as they come in, even though we have been met with vulgar language and continued insults and written abuse of our staff membersIf Mr*** has had any issues with online forms, abuse can be reported via e-mail as he has done in the past via the following addresses : [email protected]*** *** *** *** *** ***Through our investigation of this matter, we have also noticed that the e-mail address being spammed is available publicly online in multiple locations including FacebookWe would recommend taking action to remove all public listings of this address as it is a common practice for spammers to crawl the web looking for e-mail addresses which are then added to directories to facilitate further spammingIn summary, the messages received are not being sent directly from HostGator as an organization and we will continue to handle any reports of abuse of our network as they are received

Good Afternoon,
Thank you for bringing this matter to our attention, and while we apologize for the alarm and likely frustration you’ve experienced, we do actually layout the cancellation process in our Terms of Service which you acknowledged during signup
I’ve asked a retention
supervisor to cancel the account immediately, and you should have a response in the ticket, but as far as I can tell the account was simply suspended, you weren’t actually making payments through this time. If you’re seeing otherwise please let me know, however please also understand that our TOS does in fact outline this entire process, whether month to month which is setup for recurring payment per the agreement, or longer cycles too for that matter
You can reference that in Section of the agreement here: ***
Prepayment?It is your responsibility to ensure that your payment information is up to date, and that all invoices are paid on timeYou agree to pay for the Services in advance of the time period during which such Services are providedSubject to applicable laws, rules, and regulations, payments received will be first applied to the oldest outstanding invoice in your billing account
Autorenewal?Unless otherwise provided, you agree that until and unless you notify HostGator 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
I did want to also mention that there appears to be another pretty similar billing account. I just wanted to make sure you were aware of it, given payments are in fact being made there, but if not please email me directly at *** and we’ll resolve that immediately
If you have any further questions or concerns please let me know!

Good Afternoon,As mentioned in our last update to this complaint, the service requested was provided, however out of the packages *** *** was hoping to move to the dedicated server, we only received a request to migrate one, which was completedWe went over this information months prior to the complaint but did not receive any follow up indicating she wanted to proceed with the remaining packages.Regardless, again on this complaint we reached out to *** *** as we were going to provide a refund, but again, did not hear back to confirm where she wanted the check sent toWe have now heard back two months later on the location she would like the check sent to and have our accounting department handling the issuing and mailingWe have multiple lines of communication setup between *** *** and ourselves so if there are any further questions on this matter we ask that she please use those e-mail threads or contact our management directly at ***

Good Evening,We appreciate the chance to address this concern but first and foremost, we must be clear that this was in no way an attempt to pressure Mr*** into purchasing a more expensive packageOur shared and reseller servers do have limits on the amount of CPU that can be used for a
given time frame and as this limit was exceeded, we were forced to take immediate action to prevent corruption of Mr*** data as well as to prevent all other customer's sites on the server from going down.We've since had a chance to work with Mr*** to provide further optimization recommendations as well as instructions on helping to address excessive requests to the site from search enginesFollowing these improvements and are happy to report that the site has been performing much better but we continue to monitor the situation in case of any additional issueThat said, as Mr*** has stated in his correspondences, he is receiving influxes in traffic due to an upcoming fighting event, so it is possible that a more powerful hosting solution could be necessary depending on how much more traffic comes inWhile the increased expense of an upgraded solution is a downside, upgrading is the most straightforward way to avoid temporary suspensions and it is a positive sign that the site is growing in popularity.We now have established a direct line of communication between Mr*** and one of our customer service managers so we are hopeful that he will use this option to request escalated attention or contact our management at *** should any other issues arise

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
That is an incorrect calculation.Let me clarify what I paid to you for this hosting It appears there is some confusion regarding the math for some reason.On September 2, 2014, I made an initial payment to HostGator for the amount of $for the purchase for the Hatchling plan.On Septembre 15, 2014, I paid an additional $to upgrade the Hatchling plan to a Baby plan.As you can see, the total I paid is $+ $23.02.I have already sent you copies of the *** records to indicate this.On January 13, 2015, I was refunded $15.33, which is $prorated You did not include the $amount Do you see what the issue is now? You only refunded me $when I paid over $ So no, this is not the correct prorated amount.Also, I do not understand why it had to take a Revdex.com.org request to get a response to this issue
Regards,

[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 while the accusations and negativity towards me is unacceptable, as I was in no way abusive at all, the resolution proposed at the end would be satisfactory to me I agree that there have definitely been mis-communicationsAgain, "as the staff members kept parroting and this letter even still states:"had you simply installed the Captcha we suggested it could have been resolved promptly," it's still apparent that people there are not getting the message at all that this is, was not and will not be possibleThere is no fix that I can do myself and I have no staff, etcfor thatAnd I have said that over and over and over, and even written about it here, and gave permission for HostGator to help in every instance of every message received since I have been a memberNo one spams here and never will, and we have always granted permission for them to fix what they can, no holds barred.This is the first and only instance where this has been a roadblock, for some reason, even here in these lettersSo not sure what other way this can be said, but give up and accept the help and the creditThank you very muchAt least during mis-communications, the technology is back on track, it appears

Hi ***Thank you for reaching out regarding this situation with your billing account. Unfortunately due to security and the fact that the email address and name provided don't seem to relate to a billing account in any fashion, I'll need to get some more information from you. I
understand you believe the email address on file was changed at some point, though in my initial review that doesn't seem to be the case. Regardless, I do understand what you state has occurred and if you can please provide me with additional details to *** I'd be happy to look into this further and do what we can to hopefully reverse any unintended ownership changes. I'd like to also make it clear that given the details aren't 100% solid as of yet based on what was reported, we do need to investigate both parties in an instance like this which simply takes some time. The delay isn't intentionally, but we do appreciate your patience as we work to hopefully nail down the facts. I apologize that I can't be of more help initially, though once I have some additional clarity hopefully we can get this resolved for you once and for all.Best Regards,*** ***Director of Customer Service***

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 receive an eMail from HostGator support apologizing for the situation and about a $credit to my accountUnfortunately this is uselessIf every company could run their practice as they did in this instance, apologize later on and move on we would not need the Revdex.comI have already switched my website to another providerIt took less time to do that than for them to resolve the issueAnd it cost me an additional $in professional fees to my web designerPlease understand sorry and $is a slap in the face.HostGator can do what they like at this pointI do not accept an apology and minimal refund as proper solution to this matter
Regards,
***

Good Morning,Thank you for bringing this situation to our attention for review, and our apologies for any frustration your confusion over our billing system has caused. I would like to initially point out as well, that the situation has in fact already been resolved, having been immediately
addressed last evening after you requested escalation to an executive and my *** *** *** got involved. The lack of patience here on your end is unfortunate as the complaint was essentially resolved before you even got the complaint opened, nor did you really even give us a chance to resolve this and explain the situation. Additionally, the entire situation was entirely avoidable had you actually read the agreement prior to agreeing to during signup, which it appears you likely did not.The agreement itself does outline payments, the fact that a card is kept on file to make recurring payment, as well as the fact that we will continue to bill you even after the account goes delinquent and into suspension. Reviewing your open ticket ***, what you’re failing to understand or accept is that while you in reality cannot use the service when it’s suspended, that’s the result of your own negligence and lack of payment, but because we’ve failed to provide you the service as promised. To that end, had you cancelled the account in *** as the Terms of Service outlines you should have to avoid further billing, you would not have continued to receiving invoices. During this time though we did hold your data and are now at a complete loss for that server space the past 6-months, which could have easily been leased out to another client.It’s no problem to take on that loss in an effort to remove the multiple invoices and allow you to get this paid and back on track, but moving forward I would like to ask that you ensure you read and fully understand Terms of Service agreements prior to joining a service. Though I realize it’s frustrating to be told that at this juncture, the headaches and frustration could have simply been avoided entirely. Please let me know if you have any further questions via *** which I’ll keep assigned directly to myself for contact as necessary.Best Regards,*** *** ** *** ***

Good Morning,Thank you for bringing this situation to our attention, however after reviewing your open tickets with our design team I’d like to present a few of my own concerns as it appears you’ve not provided the full truth here in this case in an effort to I assume be issued a larger
refund. First and foremost I apologize for any frustration that’s taken place, however we will not tolerate accusations towards our company, nor will we be refunding you towards the design services which were in fact rendered. Looking over your last ticket with us ***-*** this was explained to you by our Director of Sales, however I’ll be happy to provide the Revdex.com the full ticket if it helps explain our case given you’ve chosen to leave our many key points like the fact that you requested we publish the site incomplete as well as were provided the data. The notion that you were left high and dry while we stole your $as you’ve accused is simply not based in truth.Below is the prior response sent from our Sales Director:Received on: 2014-10-13:37:30Reply Number: 40Hello ***, I'm following up on your request for a refundAt this time, we have cancelled your SEO services and deleted any open invoices for those servicesUpon review of the design services that have been rendered, there is no refund dueOnce your website is published, and you have ownership of the site files, the finished product has been deliveredConsequently, refund eligibility does not extend past your final blessing to publish the siteLikewise, our Search Engine Optimization services have also been renderedIt is not possible for us to take our work or time backAs this is the case, we are not able to offer refunds for SEO services that have been performedHowever, since you submitted your cancellation request at the same time that you were billed for the next month of service, we have submitted refunds for the $that you paid for SEO ServicesPlease allow time for your financial institution to accept, and make the funds available to youIf you have any further questions or concerns, please feel free to let us know.Warm regards, As was made clear to you in October when this all occurred, we performed the design work and you were provided the data. To that end, the service was rendered and a refund is not warranted, which I don’t believe is unfair in any fashion. We’ve also provided you a refund for the SEO/Marketing that you’d paid for and wasn’t used after the fact. I apologize if you feel they’re is anything dishonest going on here, but that’s not the case as the ticket to our design team outlines pretty clearly. Should this come into further question I’ll be happy to provide the Revdex.com further clarity via the ticket as well, but at this time we consider the matter closed given we provided you the maximum refund we’re willing to provide given you demanded the agreement change after the design work was already partially completed.Best Regards,

Good Morning,Thank you for reaching out to us regarding the refund and confusion that occurred during your account cancellation. I’d like to first apologize for that delay as it wasn’t intentionally going over your cancellation ticket notes, though all the same we do appreciate the chance to
review the matter and ensure it’s ultimately corrected.Looking through the ticket history I see that you were issued to refunds, which I’ve included below with Transaction IDs. Between the refunds and separate amounts the total refunded comes to $as requested.*** - $and $refunded*** - $refundedReviewing Ralph’s notes it does in fact look like he issued the refund for you as promised on 12/17/2014, however once our billing staff checked this again on the 22nd it was clear it had in fact failed to process through our card processor. Once aware they refunded the difference missing of $41.74, which our cancellations team confirmed to you on the 1st. Typically these refunds take anywhere from 5-business days for the banks/processors to transmit, so you should see the difference returned early next week or by the middle of the week at the latestIf you have any other questions or concerns please let me know. I’ll keep your most recent ticket *** open and assigned to myself should you need to contact me directly for anything at all!Best Regards,Joshua M***Director of Customer ServiceHostgator.com

[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 have received credit back to my account and this definately resolves my issueI am happy with the solution