Lunar Pages

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 For your reference, details of the offer I reviewed appear below Lunarpages always changes the figures, then blames a computer errorThat's BSI've been billed incorrectly since when I told a Lunarpages representative by telephone that if was billed more than the $2.95/mofee of my contract that I would move my website off LunarpagesHe agreed the charge would remain $2.95/moAfter I renewed my annual contract, Lunarpages raised the price of the Dedicated IP without telling meThe attachment "Billing5-24-15.jpg" shows $a year for the Dedicated IP addressAccording to Lunarpages Billing Department; $X months = $Of course, that's not true; $X months = $That's a difference of $24/yearLunarpages started overcharging me on 7-12-(see attachment "1stMonthDedIPOverbill7-12-11.jpg")That's four yearsX $=$96, which is the same amount seen on the attachment "Credit6-14-15" generated by Lunarpages Billing.Lunarpages is disgustingCheat a longtime customer for four years, stopping only when they got caught because somebody read their billNow, they want to beat me out of the money they stole from me, not to mention that I got cheated out of the last couple months of my service agreement due to Lunarpages blocking access to my accountAnd, of course, they blame a "system chron", basically a computer errorPathetic.$96, just like the Lunarpages Billing Department says they owe me (see attachment "Credit6-14-15" generated by Lunarpages Billing) Regards, [redacted]

The negative review made by the customer fall’s under the same response as the negative complaint this alleged agreement with the previous company (Santa Barbara Webhosting), of which there is no formal or written agreement, will not be honored by LunarpagesLunarpages Management has spoken at length with [redacted] , the previous owner of Santa Barbara Web Hosting and we have confirmed and are on the same understanding that no promise was ever made to the effect that Lunarpages will continue to pay residual or recurring commissions to the complainant

Upon review we have found that our while doing updates in our system to ensure pricing for all accounts is current, unfortunately our system cron did automatically update the pricing for the dedicated IP add on to reflect current rates That being said, a refund in the amount of $has been issued to the client to reflect them being charge the rate that was previously agreed upon for the feature (Client was overbilled $a year for the dedicated IP on two different renewals ($ [redacted] 2= $48.00)

Client signed up with basic hosting service ($for years 2014-08-to 2016-08-11) back in all accounts are set to autorenew per the terms of service the client agrees to upon sign upWe bill all account renewals & domain name renewals days in advanceThe account was indeed auto renewed on 2016-07-for period covered 2016-08-to 2018-08-which the client did receive the invoice, the client then waited until January 28th to notify us and request a hosting cancelation, At that time the charge had already been processed however, We offered to honor that request and refund the amount charged to the card that was charged and cancel the account for the client however, they had removed the credit card on 2017-01-which prevented us from refunding it we contacted the client to let them know If they wish to be refunded they will need to place that card back on the account

Customer’s issues were related to wordpress and its themes/plugins, due to it being a 3rd party open sourced script he was running, his site was exploited, offered to remove the exploit it if he upgraded to Managed Shared Hosting which this would have covered, he explained he would do it himself Issue resolved

There was NO attempt to charge the card on fileThat is
because the bills were and are set to pending cancel which was done upon
receiving the customer’s first request to cancel the accountSince the system cannot
charge anything on the account due to having no active bills, it
sends out the
automated WE HAVE BEEN UNABLE TO PROCESS YOUR PAYMENT emailIt does not mean
that we tried to charge the customers card, and it failed because there is no
active billing on the accountAs per Lunarpages policy in order to cancel an
account we ask for customer verification, we do this by requiring the last
digits of the credit card on file, the customer was unable to verify the last
digits when asked via email for verification If the customer cannot provide account verification we can only leave the account
suspended and after being suspended it will automatically delete in
days (2016-04-20) but the automated reminders will continue to
be sent as we can not stop thoseAgain, NO charges were attempted to the customers card

My name is *** *** and I am the Customer Service
Manager at LunarpagesThis was brought to my attention I tried calling the customer at ***
that’s the number we have on file and I wasn’t able to reach her.I have emailed the customer and have not received a
replyThere was a
bare metal restore on one of the nameservers
her account is sharingThis caused unpredictable impossible to track
anomalies that affected some DNS entries on the systemIt was discovered that
there were missing DNS entries for her specific domain of which I escalated to root
windows administrators for an immediate fixThe issue has since been resolved
Even though we are taking preventative measures to ensure this type of DNS
problem does not occur againAlthough it is impossible to give a 100%
guarantee that this will never occur again, I have ensured that, if in a worst
case scenario it does, a resolution is met far more quickly

I tried calling them all times of the day from January - March to which no one picked up the phone.When I did get a representative they did not properly document my request to quit service.My computer tech also attempted to contact them but never got through many times.When he did his request
to terminate my service was not properly documented.Many emails were sent to which Lunar Pages only admits to receiving a few and magically not the ones requesting them to terminate my service.I was sent a renewal notice for December to which I was shocked. I had already transferred my service to *** in late Feb 2015. When I began calling Lunar Pages it was difficult to get someone to talk to me regarding my issue.I was treated rudely since I was not purchasing their service, hung up on after being treated rudely and told nothing could be done. But when I called back again I was told an order had been placed to cancel.Because of all the issues and time I wasted from operating my business I asked for my renewal fee all or part to be credited to my credit card but was told no, against their policy. Today, December 15, I am still dealing with this issue--I was called yesterday afternoon by a supervisor in accounting and was told no credit would be issued for all my time wasted.As a gesture I would now like all of my renewal fee for credited or $84.00.Lunar Pages has not only acted unprofessionally but have wasted hours and days of my precious daily business time because they do not or could not do their job.Teri Goldstein, Sausalito, CA

Customer had submitted via the Lunarpages ticket system a request to cancel his account,Lunarpages has NOT ignored any of the clients cancellation requestsWe have replied to each and every ticket he has submitted and each time we have asked for the basic account ownership verification details
which are required to cancel an account but customer repeatedly has failed to provide it for usThis is our policy as we take security seriouslyWe cannot just cancel an account because someone sends an email asking us to do soMost all businesses will have this same verification process in place these such policies are in place, otherwise, anyone could cancel anyone`s accountCustomer then requested that Lunarpages call his bank on his behalf and refund an overdraft feeWe explained that this cannot be done and is far outside any scope of responsibilities of LunarpagesWe encouraged the customer to review his own billing history in his customer account pageHe will find the accurate billing history there and hopefully clear up any confusion that might still exist

Customer could not set up her mail client correctly, the actual webmail function was working correctly, and Customer requested a refund, as for any refunds it seems the last payment is well outside of any money back periods so no refunds are possibleThe cancellation policy is as follows:If the
account is brand new and you are within their 30-day money back guarantee, we will refund the entire amount, less any set up fees or domain registration fees.If it is a renewal of an existing account and it is within days of the actual due date, we will refund the entire amount, less any set up fees or domain registration fees.If you are outside your 30-day or 7-day guarantee (whichever applies) we can cancel your account for you so it does not auto renew at the end of your term, but no refund will be issued.The customer second charge was out of the day guarantee, based on this no refund is available or will be issued

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.  For your reference, details of the offer I reviewed appear below.
Lunarpages always changes the figures, then blames a computer error. That's BS. I've been billed incorrectly since 2011 when I told a Lunarpages representative by telephone that if was billed more than the $2.95/mo. fee of my contract that I would move my website off Lunarpages. He agreed the charge would remain $2.95/mo. After I renewed my annual contract, Lunarpages raised the price of the Dedicated IP without telling me. The attachment "Billing5-24-15.jpg" shows $59.40 a year for the Dedicated IP address. According to Lunarpages Billing Department; $2.95 X 12 months = $59.40. Of course, that's not true; $2.95 X 12 months = $35.40. That's a difference of $24/year. Lunarpages started overcharging me on 7-12-2011 (see attachment "1stMonthDedIPOverbill7-12-11.jpg"). That's four years. 4 X $24 =$96, which is the same amount seen on the attachment "Credit6-14-15" generated by Lunarpages Billing.Lunarpages is disgusting. Cheat a longtime customer for four years, stopping only when they got caught because somebody read their bill. Now, they want to beat me out of the money they stole from me, not to mention that I got cheated out of the last couple months of my service agreement due to Lunarpages blocking access to my account. And, of course, they blame a "system chron", basically a computer error. Pathetic.$96, just like the Lunarpages Billing Department says they owe me (see attachment "Credit6-14-15" generated by Lunarpages Billing) .
Regards,
[redacted]

customer has called in 4 times since Feb 2015, all calls are documented and recorded, attached is the only email correspondence (from Feb 2015) with the customer. Lunarpages is accessible to all of our customers. Teri had called in 12/14/2015 with a refund request after switching hosting companys. Customer believes that we should reimburse her for the time that she has
spent trying to cancel her account, we let her know that even at the time
that she stated she moved to [redacted] in(February/ March 2015 )she wasn't
eligible for a refund,  she
wouldn't have been eligible for a refund as the refund period would
have expired. 12/24/2014.

The negative review made by the customer fall’s under the same response as the negative complaint this alleged agreement with the previous company (Santa Barbara Webhosting), of which there is no formal or written agreement, will not be honored by Lunarpages. Lunarpages Management has spoken at...

length with [redacted], the previous owner of Santa Barbara Web Hosting and we have confirmed and are on the same understanding that no promise was ever made to the effect that Lunarpages will continue to pay residual or recurring commissions to the complainant.

Customer was on a VPS account and contacted Lunarpages via the ticket system to cancel her account. Her billing period was on a 6 month term, which did not expire until 12-05-14 and at that point was outside of our allowable refund period. She had paid for the entire 6-month period less the amount...

of the additional resource usage. She was given a refund of 23.42 but had the following outstanding additional resource bills which had to be deducted: 2*2.44 ------ Cloud CPU Core (cloud usage up to 10/04/2014 - 19:09:23) 1*5.12 ------ Cloud RAM (cloud usage up to 10/04/2014 - 19:09:23) 2*2.44 ------ Cloud CPU Core (cloud usage up to 10/12/2014 - 18:09:25) 1*5.12 ------ Cloud RAM (cloud usage up to 10/12/2014 - 18:09:25)Total additional resource usage outstanding amount owed: $20.00$3.42 total refund.Thank You,[redacted]Director of OperationsLunarpages Internet Solutions

Customer’s issues were related to wordpress and its themes/plugins, due to it being a 3rd party open sourced script he was running, his site was exploited, offered to remove the exploit it if he upgraded to Managed Shared Hosting which this would have covered, he explained he would do it...

himself.  Issue resolved

Client signed up with basic hosting service ($166.80 for 2 years 2014-08-11 to 2016-08-11) back in 2014 all accounts are set to autorenew per the terms of service the client agrees to upon sign up. We bill all account renewals & domain name renewals 14 days in advance. The account was indeed...

auto renewed on 2016-07-28 for period covered 2016-08-11 to 2018-08-11 which the client did receive the invoice, the client then waited until January 28th to notify us and request a hosting cancelation, At that time the charge had already been processed however, We offered to honor that request and refund the amount charged to the card that was charged and cancel the account for the client however, they had removed the credit card on 2017-01-28 which prevented us from refunding it we contacted the client to let them know If they  wish to be refunded they will need to place that card back on the account.

Upon review we have found that our while doing updates in our system to ensure pricing for all accounts is current, unfortunately our system cron did automatically update the pricing for the dedicated IP add on to reflect current rates.      That being said, a refund in...

the amount of $48.00 has been issued to the client to reflect them being charge the rate that was previously agreed upon for the feature.  (Client was overbilled $24.00 a year for the dedicated IP on two different renewals ($24.00 * 2= $48.00)

Hello, We at Lunarpages are not in the business of cheating or misleading any of our customers and I would like to reiterate that the modification of the price
change on the account was in fact a system error, and not a manual modification;
our system cron does run reports on all accounts to ensure billing is accurate,
and does process automatic updates to any bills that may be incorrect.
In reviewing our system, I was only initially only able to locate two
individual charges processing for the $59.40 for the dedicated IP, however
further review does show that the dedicated IP did renew an additional two times
alongside the account hosting. That being said, an additional refund in
the amount of $48.00 will be issued to reflect the client having been credited
the full amount overbilled for the feature. Please do note that as the
transactions that were processed to the credit card charged are so old, we are
unfortunately able to credit the transactions, and as such, check paymet will be
issued for the refund. We do again apologize for this error.

Review: Lunarpages moved up the billing date by 14 days without telling me. If they had, I would simply have made arrangements. As it was, it caused a check to bounce.

I sent the invoice and emails to the bank and the bank wasn't too happy with them.

Nor is this the first time they've made a mistake and not corrected it.

Lunarpages doesn't fix problems they create. Take this email:

"RE: Lunarpages Web Hosting - Billing Error

From: [redacted])

Sent: Sun 11/23/14 12:18 PM

To: [email protected] ([email protected])

So you messed up that, too.

Is there nothing you folks can't mess up?

First, you bill 14 days earlier than what is specified on the service agreement.

Then you lied about it, claiming that is how it's done, when it hasn't been done that way in 7 years.

Third, there's plenty of money in the account, no thanks to your early withdrawal costing me an overdraft charge of $50.

Fourth, it's the second major screwup. When I purchased two domains some years back, they never did work as they were supposed to, despite many rounds with support. I found I could use them as redirects, but that was their only functionality. Eventually I closed them out.

My suggestion would be to actually READ the support emails, rather than just ignoring them.

It's not my problem when you make a mistake like this. At least, it shouldn't be. It's your job to run your servers and billing.

When you screw those up, please don't send itic emails like the Billing Error email. Just fix the problem. The card is good until next year.

"

When I tried to cancel, they ignored it.

Then, if that wasn't enough, they called today to claim I owe them 3 days of service. Despite having tried to cancel.

If you give me an address, I'll send you the emails. There are a number of them.

I note in passing that they never fixed the problem with the domains, despite a Revdex.com claim. It is not good business practice.Desired Settlement: I want free of this outfit and I want my internet domain www.holodiscustechnical.com free of this outfit.

A scrubbed account.

The idea of just B.S.ing when one makes an error is not tolerable in a business situation. I've never run into a company that did this kind of thing.

I was going to let it go if they canceled like they were supposed to. Instead, they called today claiming I owed them 3 days. That isn't something that should be let go.

Business

Response:

Customer had submitted via the Lunarpages ticket system a request to cancel his account,Lunarpages has NOT ignored any of the clients cancellation requests. We have replied to each and every ticket he has submitted and each time we have asked for the basic account ownership verification details which are required to cancel an account but customer repeatedly has failed to provide it for us. This is our policy as we take security seriously. We cannot just cancel an account because someone sends an email asking us to do so. Most all businesses will have this same verification process in place these such policies are in place, otherwise, anyone could cancel anyone`s account. Customer then requested that Lunarpages call his bank on his behalf and refund an overdraft fee. We explained that this cannot be done and is far outside any scope of responsibilities of Lunarpages. We encouraged the customer to review his own billing history in his customer account page. He will find the accurate billing history there and hopefully clear up any confusion that might still exist.

We first started using Lunarpages to host our business websites in the early 2000s. Until recently, they were a good and responsive company. Starting about a year ago, our emails began to bounce from a number of different firewalls as likely spam. We contacted Lunarpages and they did not respond. Finally they said they would "fix it" and explained that this happens because companies share servers and other companies on the same server we are on send out spam that gets the server -- and therefore us -- blacklisted. We explained that this is causing us serious professional problems, but it happened again. And then it happened again and again and again. They are not responding, they do not seem to care, and their only "solution" was for us to switch our sites to a dedicated server for a cost of over $100 a month. I see this as nearly extortion, since I am already paying them as our ISP. I mean, I could have a gmail.com, hotmail.com, or aol.com address that is not bounced. I got a domain and set up a business website specifically to be more professional than that -- but those generic domains would not get bounced as possible spam and now my domains do. This is absolutely unacceptable.