HostGator.com, L.L.C.

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.  [redacted], the Host Gator representative, did a great job of listening to my concerns, and providing the much-needed clarity and explanation. Thank you,[redacted]

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 3/17/2017 and assigned ID [redacted].
Regards,

We were sorry to hear about the concern that Ms. Anderson had with the Sitelock Service.With the purchase of Sitelock an email is sent to the email address that is associated with the account providing direction on the steps to setup the service that was purchased as outlined in the following...

link:http://support.hostgator.com/articles/welcome-to-sitelock-an-introduction-t...⇄ stated in the Terms of Service that is agreed to at the time that hosting is purchased addon services are not eligible for a refund.  However Mr. Anderson has been a valued client with Hostgator and to resolve this amicably a credit was provided.At this time we have not received any follow up questions or concerns from Ms. Anderson.  If any should arise that we can assist with we ask that Ms. Anderson please respond back to the recent e-mail communication or contacts our management team at [redacted] and we will be happy to continue to offer assistance.

Greetings,
We were sorry to hear that our response has been rejected and have
followed up directly with Mr. [redacted] to discuss this further.
Unfortunately we have received no response to our e-mail in a number of
days. To revisit the situation, although we never like to temporarily
suspend sites, we did find that the site was exceeding the agreed to CPU
limit on the account which meant that we had to take immediate action in
order to prevent all other customers on the server from experiencing
downtime and possible data corruption.
When a temporary suspension due to CPU abuse is in place, the downtime
does not qualify for our uptime guarantee (
http://support.hostgator.com/articles/pre-sales-policies/rules-terms-of-service/...⇄
), however as a courtesy for the delay in getting back to Mr. [redacted]
with additional information, we provided 2 months of credit, doubling
the agreed to compensation for downtime.
This credit was rejected since the domain is no longer pointing to the
account with us, and the rejection mentioned $300.00 paid to hire a 3rd
party developer. Considering that we were not given an opportunity to
discuss or negotiate payments with a 3rd party, we would be unable to
compensate for this decision. As we understand the service is no longer
being used here, our most recent response to Mr. [redacted] offered to
change the account credits into refunds and extend an additional month
if full cancellation is requested.
If we can provide any further clarification on this situation please let
us know.

Good Morning,Thank you for bringing this situation to our attention.  I’m sorry to see the frustration that’s resulted through our cancellation process, however I’ll be happy to ensure this gets addressed.  Looking over the billing and only recent ticket for the account(QJK-32698758...

created on 1/30/2015 when you contacted us), I see that we did assist you with a cancellation and offered a full refund($39.96 and $41.96, the $10 you mention was invoiced, but not billed) for your first two months of payments on 1/31/2015.Going back through our call logs I see that you did call on 12/29/2014 at 11:03pm, however only remained waiting for a few moments on hold before disconnecting the call.  If you’re able to provide reference to the call you made in December where you claim to have cancelled the account I’d be happy to review that, however we actually do not allow account cancellations over the phone which our Terms of Service outlines.  There also isn’t a ticket of any sort referencing that contact previously.  We require that all accounts be cancelled by the cancellation form on our site or via ticket, which again there is no record of after a review of your account.  I’d like to also make it clear that our Terms of Service does indeed outline the fact that payments are made recurring month to month via the credit card saved to the account.While it’s unfortunate that I’m not able to account for exactly what you’ve claimed has happened, it seems perhaps that the account was never cancelled previously.  I realize too that you’re frustrated, however I want to make it clear that your tone towards our staff over the phone is unacceptable.  Additionally, after reviewing your numerous calls to us on the 31st, I’d like to make it clear to the Revdex.com that at no time did our staff hang up on you.  You repeatedly called in and were uncooperative as our staff asked for ticket #’s, additional information, etc to try and assist you.  They were met however with anger and a general lack of cooperation, and having listened tot he calls I think handled you pretty professionally.  Moving forward I would recommend that you educate yourself as a consumer when doing business with new companies and make a point of better understanding the Terms or contracts involved.  Most of what you claim we did to slight you here, was put in writing which you agreed to during signup.  I’m also not sure why you necessarily feel it appropriate to misconstrue the details in this situation, but given you’ve been provided a full refund at this time, we’ll consider the matter closed.  Please feel free to reach out to me directly via your cancellation ticket QJK-32698758 if you have any additional questions or concerns.  I’ll keep that assigned to myself, so please feel free to reach out if there’s anything at all I can assist with.  I’m sorry again for the trouble and whatever you feel we did to cause such dissatisfaction here.Best Regards,[redacted]Director of Customer ServiceHostgator.com

Hello,We have reviewed the information that [redacted] has provided in regards to getting access to a billing account as well as the information provided to our billing team in regards to the account.  Unfortunately the documentation provided does not meet the requirements to verify...

ownership of the account in question.To clarify the security pin would be created by the owner of the account at the time of signing up for the account and at any time can be reset from inside the billing account.  It would not be something that is created or sent by Hostgator.The security of our clients personal information as well as the data that is stored on the hosting packages associated with the billing account is very important to us and our clients.  We do require verification of ownership of any account prior to being able to provide access or make any changes to any products or services associated with the account including any domains that were registered through the account.At this time we have spoken with [redacted] and worked to clarify what can be provided to verify account ownership.  If [redacted] has any additional questions we ask that [redacted] respond back to the recent email communication or contacts our management team at [email protected] and we will be happy to continue our conversation.

Good Evening,We've now had a chance to review these concerns but unfortunately there is some incomplete information that we must address. In regards to the order of events, we see that [redacted] informed us of the trouble logging into the account, at which point we made sure a password reset was being...

attempted. Once we were informed that this was not working for [redacted], we resent the original welcome e-mail that includes the billing password. After this password was also reported not to work, we updated the e-mail address on file to make sure it was all lower-case to check if this was somehow conflicting with the password reset option. After asking [redacted] if they could please try the reset again after this change, we did not hear back from [redacted] on whether or not the issue had continued until 10 days ago. In regards to the notices on suspension, we sent notices informing that the account would be suspended for non-payment three times. The first notice was sent on the due date of the invoice. The next notice was sent 5 days after the due date, then one final notice was sent 9 days after the due date stating we would be suspending the account the following day. If these were not received we are sorry to hear that, however we have determined they were sent from our end.Moving on to the concern that charges on the account continued, as stated in our terms of service, we will continue to invoice an account until cancellation is requested. We informed [redacted] of this information a week prior to this Revdex.com complaint but have still not received a cancellation request submitted through this form : https://hostgator.com/cancelOnce we have a cancellation request, we will remove all unpaid invoices and cancel the service. We must also point out that we do not report to creditors so there is no need for concern on the unpaid invoices. If there is any trouble submitting the form, [redacted] is welcome to contact our management at [email protected] and we will be glad to assist once we have the cancellation request directly in writing from the e-mail address associated with the account.

We were sorry to hear about Mr. [redacted]'s concern with his hosting service.In reviewing Mr. [redacted]'s hosting service we found that the content for the site had been removed from the hosting account by Mr. [redacted] limiting our ability to review the site or content.We were able to find that Mr. [redacted]'s Website...

was showing in [redacted]'s listings when searching for his domain, unfortunately with the content having been removed the site could no longer be viewed.The SEO team has also provided us with copies of the communications with Mr. [redacted] on the work that was being performed and the link that was provided that allowed Mr. [redacted] to monitor the progress of his SEO campaign.We have attempted to contact Mr. [redacted] by phone and e-mail and have not received any follow up communication.  At this time we request that Mr. [redacted] please respond back to our recent e-mail communication or email our management team at [email protected] and we would be happy to assist and work to come to an amicable resolution.

Good Afternoon,We would like to apologize that [redacted] had been provided incorrect information by the agent and clarify that the client can obtain a transcript at any time in the chat, however the agent had provided the client with our previous procedure, which provided the client the...

opportunity to request the transcript at the end of the [redacted]  The agent has been notified of their error and provided the correct procedure for our clients to ensure that they do not make the same error.  We have also provided this information to the client to ensure they have the steps to obtain the chat transcript in future interactions with our live support team and have also provided the client with how they can request that any time in the future if they find that they need the information for a future [redacted]  The initial transcript request had been submitted to a team that does not handle those request which caused a delay in the clients request being handled as quickly as possible.At this time we have also provided [redacted] with how she can reach us directly to assist with any future requests or concerns by responding back to the recent email communication or contacts our management at [redacted] and we'll be more than happy to assist.

Hello,We were sorry to hear about the charge that Ms. [redacted] had brought to our attention.Hostgator absolutely refutes the suggestion that Hostgator is involved in any fraudulent activity of any kind.Unfortunately the information provided did not identify the transaction that Ms. [redacted] is referring...

to.  We have attempted to contact Ms. [redacted] to request additional information to assist with identifying the transaction in question.At this time we have not received any response to our communications and would request that Ms. [redacted] respond back with the requested information to our recent e-mail 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.  
Deepest apologies.  I have not received the backups or the refunds.  Once these are received, the business response will be accepted.
Regards,[redacted]

Hostgator's billing system works directly with the payment processor and all information that is available from the payment processor was provided directly to Ms. [redacted] in the direct e-mail communication.  For security the payment processor uses a transaction ID which identifies the transaction and does not store the full credit card number. In trying to assist Ms. [redacted] the transaction ID was included in the e-mail communication.Ms. [redacted] is fully verified for the account in question and all information that is available in regards to the credit card transaction has been provided including all time stamps for the transaction in question.  Unfortunately the full credit card number that was used in the transaction in question is not available.

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 situation. I'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 server. We 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 monitors. Our 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 requested. We 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 indefinitely. We'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 resolved. I 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.

Greetings,Thanks for the chance to address this concern.We're always sorry to hear when services have been renewed that were not required, however after review, we have found that the three domain names in question were set to automatically renew. The automatic renewal setting can be toggled by our...

customers through the domain management panel ( http://support.hostgator.com/articles/hosting-guide/lets-get-started/domain-name...⇄ ) and we are upfront about these services charging ahead of time if a card has been saved on file : http://support.hostgator.com/articles/pre-sales-policies/billing-account-changes...⇄ note that this information is also available in our terms of service which were agreed to when the account was purchased : http://www.hostgator.com/tos
11. Billing and Payment InformationB. 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.
At this time we have removed the card saved on file and have refunded the three payments made for domain renewal. If we can be of any further assistance we ask that Mr. [redacted] please reply back to our recent e-mail communication or contact our management at [email protected].

Hello,We were sorry to hear about the frustration this has caused [redacted].At this time [redacted] has not been able to verify ownership of the account in question.  He has been kind enough to provide documentation identifying himself as well as what he believed may be the security pin associated with the account that is setup, Unfortunately the documentation and information provided does not match the information associate with the account in question.There does seem to be some confusion on when the account was created and the policies that were in place at the time the account was created by [redacted].  The account in question is not as tenured as suggested by [redacted] nor has the verification policies radically changed since the time that the account in question was opened.The security of our clients personal information as well as the data that is stored on the hosting packages associated with the billing account is very important to us and our clients.  We do require verification of ownership of any account prior to being able to provide access or make any changes to any products or services associated with the account including any domains that were registered through the account.At this time we have spoken with [redacted] and worked to clarify what can be provided to verify account ownership including those options using outside resources.  If [redacted] has any additional questions we ask that [redacted] respond back to the recent email communication or contacts our management team at [email protected] and we will be happy to continue our conversation.

Good Morning,Thank you for alerting us to the troubles you've encountered with your cancellation and refund request.  Though it's unfortunate that you didn't give us an opportunity to resolve this with you directly through [email protected] as directed on the Revdex.com site prior to sumbitting...

your complaint, I appreciate the opportunity to resolve this for you either way and will ensure your refund is processed promptly today.  I'd like to also discuss why this occurred as well as they delay, just so you're aware and better able to protect yourself in the future as a consumer, as this frustration could have been avoided.As you're aware, this particular request has in fact taken longer then the 72 hours we note on the phone, however we've been somewhat short staffed this fall as our client base continues to grow day after day.  Though we're having a hard time recruiting fast enough, we are certainly increasing staffing through additional recruiting and training efforts, involving contract workers even at this point to try and help bridge the gap in the meantime.  We realize this can be frustrating as you simply await your refund, though I can assure you nothing fraudulent is taking place as you seem to believe.I'd like to also point out that while you did submit the cancellation form properly, our Terms of Service also outlines the fact that we require a request for the refund in writing once the cancellation ticket opens.  This is due simply to the fact that our cancellations do typically end at the end of a renewal cycle, which ensures customers have access to their data through the end of the month typically.  This is not done to slight customers or avoid providing refunds in relation to our 45 day guarantee, which we have and always will stand behind.  I offer this information simply for your own awareness and not to further our dispute, but please realize that this was in fact all outlined in the TOS, had you reviewed that completely you likely would have been aware.With that clarified, I do see that your ticket was already noted for the requested refund given you did email us several times after the original request, but given it's taking some time to get through the refunds queue, I've just asked that a senior member of our retention/billing team process this for you promptly.  Please also around one business week for the payment processor to actually process the funds back into your card's account, though if you have any further questions I can be reached at [email protected].  I'll look forward to ensuring you get receive your refund at the heart of this dispute, though please let me know if I can be of any further assistance at all.  I understand the frustratoin you've experienced and do ultimately want to ensure this is taken care of in a satisfactory fashion.Best Regards,[redacted]Director of Customer ServiceHostgator.com

We were sorry to hear about the difficulties that our affiliate services were having with paying Mr. [redacted]'s affiliate commissions.  Unfortunately there was some difficulties due to the information that had been provided.The tax information that was provided did not match the information that...

the [redacted] has on file and our accounting department had to decline the payment request due to that inconsistency.  The payment was then resubmitted in June and again due to the inconsistency with the information that the [redacted] has on file, the payment was again declined.  To assist with getting this resolved our affiliate team has made a one time exception for all sales through June 14th that qualified.  And that payment was sent out through our affiliate system directly.  The concern with the tax information will need to be resolved before any additional affiliate payments can be processed.We also understand that Mr. [redacted] did contact our Hosting support team for help with his affiliate questions.  Unfortunately our Hosting support team would not have access to our affiliate system or tickets.  Our affiliate service is accessible directly through email at [redacted].  Reviewing the communications with Mr. [redacted] and the affiliate team we do see the affiliate team has been responsive to his concerns through those communications.  Our affiliate team is not always able to immediately reply, but has responded to all communications.  We have also emailed Mr. [redacted] directly to open communication with our management team to provide an additional avenue of communication.At this time our affiliate team has worked to clarify the situation with Mr. [redacted] and 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 back to the recent email communication or contacts our management team at [email protected] and we will be happy to continue our conversation.

Good Afternoon,We've since had a chance to review this
complaint, however we were unable to verify the claims that a refund was
promised or even requested on this account. A service was purchased in
November 2014 and delivered by us, however we have found no e-mail or
phone logs that match...

the report mentioning a requested refund. Since
we were unable to verify these claims, we called Levi to discuss the
matter more directly. After confirming that it is was a good time to
speak about the complaint, unfortunately once we stated that we have no
records that match these reports, the call was terminated and we were
hung up on.As the matter stands currently, we were requested a
service which was provided, and we have seen no evidence that a
cancellation or refund had ever been requested. If Levi decides she has
time to speak with our staff, our management would be glad to hear more
at [redacted] at which point we'd be happy to take another
look.

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

[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 10885205, and find that this resolution would be satisfactory to me.