Lunar Pages

Review: I have domain name and web hosting services through Lunarpages for my business. The server has been down a week. I am unable to send emails to my clients. They continue to bounce back. I sent emails and submitted service tickets only to have them "Closed" while the problem still persists. Finally someone call back Wednesday to inform me the shared server is "black listed" (translation: it's been compromised), they're aware of the problem and are fixing. Lunarpages having a compromised server should not impact my business. This is their responsibility to remedy without negatively impacting their customers. To add insult to injury, the "solution" recommended was paying for a more expensive account that doesn't have a shared server to prevent this from happening...are you kidding me?! Lunarpages is currently providing poor service for what I'm already paying! Why would I ever consider paying more for crappy service?! Instead of moving my account to a different server and making I'm receiving the service I'm already paying for, Lunarpages has chosen to pass the buck instead of proactively dealing with this. I've been unable to contact my clients. The majority of the work I do is with the federal government. I can not send them emails from a personal email account.Desired Settlement: Lunarpages needs to refund what I've currently paid since they have failed to provide the service I've paid for. Additionally, it's THEIR responsibility to move my account to a server that actually works.

Business

Response:

Customer was receiving bounce backs on her email, she previously had been running exploited scripts on her account 12/09/14 she had sent in a copy of a bounce back in ticket# we ran a scan and stated to her that her server was not on any blacklist.12/18/14 she had requested a refund, she has a history of making some accusations and complaints against us, while we have tried to personally reach out to her and address whatever issue she has brought to the table, she has decided to move on to another provider, at this time, NO prorated refund will be offered or provided as she was outside her 30-day or 7-day guarantee and her account will delete on its expiration date.

Review: I have had service with Lunar Pages for almost 6 months. They were hired to be my host. I signed no contract at all, but paid a 6 month term to save myself money. In this, there was no contract, just a cheaper rate if I purchased more time than a month to month basis. I have reason to believe one employee purposely took down my server out of anger with me and I have had nothing but rudeness with customer service. They have not been able to keep my server for my blog up, my site has been down multiple times, in which I have to call and get them to restart it. When I do, I lose a lot of money and traffic having my site down. Their service is horrible. It is unacceptable. And so, I found another company to host my blog on, who I've had more traffic than before and they were able to keep my server up just fine. I asked for a refund. It should be in the amount of around $25 and I had to fight them to even get a refund and ask for a manager. When they gave me the refund, it is for $3. I have had nothing but problems with their company in the past (almost) 6 months I've been with them. I would like to report them as a horrible company. They are not treating their customers fairly. They are stealing money from customers when we cancel their horrible service when there was never any contract signed and the customer service blatantly took my server down out of spite once. This is the first time I've ever reported a company and the first time I've ever had so much trouble with a company.Desired Settlement: My refund should be at least $25. But, it's not about the money. It's more about the lack of moral integrity this company has. I would like them to make this situation right, fairly and how THEY would want to be treated.

Business

Response:

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

Review: My business e-mail address has received an uncontrolled amount of spam e-mail content from [redacted], which is hosted by Lunar Pages according to Who IS web directory. I attempted e-mail contact with [email protected], info@a[redacted], [email protected], [email protected], and [email protected].

These e-mail addresses came back with a Message Failed Delivery notice. I attempted to call the A[redacted] and Lunar Pages customer support during normal business hours as stated on their automated message; however, for some reason their phone line service was closed.

I have received unsolicited and unwarranted SPAM e-mail content to an

extreme degree from your domain hosting accounts. Your spam e-mails

violate the CAN-SPAM Act of 2003, evident by the following:

1. Spoofed E-mail, which is my owned domain

and property

2. Misrepresented Unsubscribe Link from a Get-Response domain. Get

Response LLC has been contacted about your use of their brand in this

spam e-mail content.

3. Domain Headers resolving to sending from your accounts, at the rate

of 2-5 emails per hour.

The headers prove that this is used by primary hostname

[redacted]. Registered by Lunarpages Web Hosting, [redacted]Desired Settlement: I would like a letter with the explanation of outcome on what is being done to the control the spam and violation of CAN-SPAM act of 2003 by Lunar Pages. I would also like these emails to cease and desist. At this point I am not seeking monetary damages for my lost time should a resolution be satisfied.

Business

Response:

This complaint is by a person that has never been a customer of Lunarpages, he complained because he was sent spam from a Lunarpages server, we identified the actual Lunarpages customer that was sending the spam and shut down his mail.

Review: I have used Lunar Pages for domain, hosting and email. Lunar Pages required me to change my password, which I did. Now Outlook nor more smart phone are accepting the new password. I've called Lunar pages for assistance and have not been able to talk to a human for 2 hours. This is consistent with their service, or lack thereof. I have been unable to receive emails or send emails for over 2 hours now. This is not what I pay for. To add insult to injury, I just received an email on Gmail account (because I can't access my business email) stating Lunar pages has taken it upon themselves to process my web hosting 14 days early...of really?!Desired Settlement: I would like Lunar Pages to refund my service, and pay for the migration to another user.

Business

Response:

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 possible. The 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 7 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 7 day guarantee, based on this no refund is available or will be issued

Review: Dear Revdex.com,

I am the CEO/Owner of a travel company in Sausalito, CA.

For the past year I have had several problems with Lunar Pages, Anaheim CA (714) 521-8150.

I found them as a customer inaccessible:

1. they could not be reached by phone

2. no emails answered

3. a request I made to cancel in February 2015 not done when I switched to another hosting company.

I was shocked to learn that I was still being hosted by them when I got a renewal form 3 weeks ago.

Even my IT man and project manager had finally spoken to someone who said it would be cancelled. But not only was it not cancelled there is no documentation.

Now I am spending hours and days trying to resolve why they could not do what I had asked when it was requested and I have asked for compensation for my time.

Even when trying to figure out what was going on 2 weeks ago U was treated rudely and hung up on.

Please contact them on my behalf.

I believe fair to credit my card with my renewal fee due to all the time I have wasted and duress regarding this matter.

-The amount is $84.00.

-They say cancellations need to made in 7 days—due to all the lack of service this rule needs to bent.

If they valued clients they would pick up the phone, not hang up on them and assist them in a pleasant way any they could.

Also here’s a link showing that I am not the only one having issues: http://www.whtop.com/reviews/lunarpages.com

Thank you.

[redacted]Desired Settlement: see Attached document

Consumer

Response:

I tried calling them all times of the day from January - March 2015 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 2015 to which I was shocked. I had already transferred my service to [redacted] 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, 2015 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 2015 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

Business

Response:

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.

Consumer

Response:

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.This is not good enough as I never received their February 14 emails and could not get through to anyone by telephone—I am asking for reimbursement as I requested cancelling because due to lack of service and not receiving emails or being able to access them by telephone along with being treated when I did get a sales person rudely.I want my annual fee reimbursed due to Lunar Page’s negligence and lack of customer service.Plus I have spent hours trying to deal with them—I would not have moved my hosting to [redacted] had I received customer service from Lunar Pages—I moved [redacted] domain around same time as they are claiming they emailed me.I would not keep 2 servers! I can send me [redacted] renewal if need be but right now due to inconvenience, Lunar Pages lack of availability (I was told they were going through a large transition at the same time which means not answering phones and the possibility of emails not being received)I am requesting my annual fee be reimbursed. If they continue I will begin asking for financial loss due to contact requests not received during February due to their transition before I moved TWT to [redacted].I am still wasting my time trying to resolve a simple issue with them—they were wrong and need to admit it—they were requested many times when my team did get through to cancel my account and no one documented it.I have no problems with [redacted] and recommend that everyone use them not Lunar Pages—[redacted] picks up the phone, answers every email in a timely manner and representatives are always professional with their documentation and friendly.Many times I have had Lunar Pages representatives hang up on me because they did not have customer service skills to address the issue, needed to “move on to next customer” as I did not matter and would only pass me to management after I had to request many times.Lunar Pages simply does not care about small business not customer service.[redacted]

Review: After repeated attempts to stop doing business with this company, they continue to send me spam emails and have recently attempted to bill my credit card. Thankfully, I've changed my card since then just in case this were to happen. I've had numerous phone calls with their support staff to try and close my account, but to no avail. I still continue to receive emails stating that I have an open account, and now they are trying to say I owe them money for a renewal.

A few months after I purchased 3 years of hosting through their service, I was told that I could no longer use their services. I asked for a partial refund, they refused. I then asked to be removed entirely from their system, which was again refused. I've asked to have my payment information removed, and was told that it was not possible. I asked for auto-renew to be turned off for my account, and was told that it was, but am now receiving renewal notices.Desired Settlement: I would like this new bill to go away and not effect my credit report. This shouldn't have gotten to this point. I want the emails to stop, and I want my information removed from their system.

Business

Response:

Review: I have had a website hosted at Lunarpages since 2007. Sometime around 2011, Lunarpages raised the cost of one of the services, a dedicated IP address($4.95/mo.), without notifying me. When it came time to renew the annual cost of the web hosting, I noticed the increase in price and informed Lunarpages that if the cost of the dedicated IP address was not returned to the original quoted price($2.95/mo.), I would not renew the annual hosting fee and move my website to another hosting service. Lunarpages agreed to revert to the original quoted price for the IP address fee. Lunarpages listed the cost of the dedicated IP address as $2.95/mo. on my bill but charged my credit card $4.95/mo. I did not notice this tricky bit of invoicing until Lunarpages tried to raise the price of the dedicated IP address again.

After complaining about these unfair and dishonest charges, Lunarpages began blocking access to my website, preventing me from accessing my website content or checking the status of my account to see if there were any other charges I was not informed of. When I was allowed temporary access to my account, I noticed that Lunarpages had altered the billing information again. At this point, I removed my credit card information from the Lunarpages servers to prevent any further unauthorized charges and was forced to move my website to another hosting service, made much more difficult by Lunapages continuing to block access to my website content.

Why did I need a dedicated IP address anyway? Lunarpages allowed websites that send out bulk email "spam". These websites are "blacklisted"(banned) by major search engines like Google and Bing. Because my website shared an IP address with these spammers, my website was also blacklisted even though I had done nothing wrong. Another Lunarpages trick to get more money out of unsuspecting customers.Desired Settlement: I request a refund of $96 for the unauthorized charges to my credit card from the increased cost of the dedicated IP address I was not notified of. The Lunarpages bill reads "Dedicated IP - $2.95 per month - original price - 12 months = $59.40. $2.95 x 12 is not $59.40. I did not notice this deliberate billing deception because I paid with a credit card that was on file and was only notified by email when a charge was made. Lunarpages has offered a $96 credit, but since I had to move my website to another hosting service because of Lunarpages denial of access to my website, a credit is worthless. I don't want to do business with liars and thieves anyway. I would also like to get $20.85 for the three months remaining on my contract while access to my website was blocked.

Business

Response:

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)

Consumer

Response:

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,

Business

Response:

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: Beginning on 4 February 2015 and continuing through today (1 Feb.) I have been receiving what are essentially attempts at extortion from lunarpages, in essence trying to coerce me into purchasing upgraded maintenance services that are not needed for my tiny academic website. I cannot stress enough that my site is small & completely G rated and in compliance with all technical specifications demanded by cooperative web hosting. Lunarpages allots exceedingly small CPU usage in any case, a decision based on their own miserliness and lack of updating to contemporary script and load standards.

This correspondence has grown increasingly disturbing and time consuming. Long story short, I am not willing to be blackmailed. This is not the first complaint of this type against lunarpages – do a simple search for lunarpages and customer complaints – and it is not even the first complaint I have made. I have asked lunarpages to stop contacting and fix the problem, and/or to refund the remainder of my contract – we are talking about less than $100 here and the company has already no doubt extinguished that amount easily in generating this correspondence, and I have, in responding to it (I just don't want to be blackmailed because of course next week it will just be something else) and the company refuses to engage either option. The header of the initial email is pasted below and I would be happy to include the entire correspondence if you would allow a file to be uploaded. This has been going on for a long time and there are many such stories and I hope you will look into this matter. Thank you. – [redacted]

•••

Hello,

On a check of the server hosting your account, we have found that your account is utilizing excessive resources causing extremely high processing. Unfortunately high resource usage of your account was spiking high server loads and affecting other accounts in same server:

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Stats foDesired Settlement: At this point I think it is best to terminate contact with lunarpages. I have asked the company to refund the balance of my contract after X date, allowing me time to find a new hosting provider. Basically I want an agreed upon termination date this is realistic for me, and a refund for the remaining balance, and not more threatening contact from lunarpages.

Review: Lunar Pages has been our web hosting company for a few years for multiple domains and business ventures. They have made mistakes on billing multiple years (not our first issue) and when called to correct this issue, have been unavailable, unresponsive to online service tickets, and when reached, incredibly unhelpful. We were charged 5-6 times on multiple accounts, draining our business account, which we expected to be remedied immediately. We couldn't get someone on the phone for 2 days, and when we did, we had to dial into the SALES department because we were always in an endless que/loop on hold with BILLING. After the last year of issues, billing, and servers going down (with no apologies, nor any attempt to help our business after our sites were down), we are simply trying to get refunded fully, our accounts canceled so we can find a responsible web hosting company.Desired Settlement: Immediate refund and cancellation of accounts. Call from CEO or CFO to help understand the issue with billing process and customer service unavailability.

Business

Response:

Customer had some billing mistakes made on their account and were refunded as soon as we realized the mistake; billing mistakes were our fault.

Review: My contracted email has not been available repeatedly over the past month. The original problem involved a server that apparently malfunctioned. However, they failed to notify me of the problem for at least two weeks after they became aware of the problem. It took them over three weeks to resolve the problem during which time I was not able to receive email that was apparently delivered to their server; they claim to have tried to recover the email, and I did receive some email several weeks late, but I have no way to know whether any email was lost in the process. Now, the email is once again unavailable. I was been told by "[redacted]" that the unavailability was due to an unspecified problem with the "name server". However, [redacted] refused to tell me what the problem is, when it will be resolved or to write up a support ticket. Their technical service representative claims this problem is independent of prior recent problem and that the name server is different than the physical server that they replaced two weeks ago. This is a distinction without difference as it applies to the provision of services - in either case, I have no email and I have paid to have email.

Moreover, when logging in to check the status of the server, Lunar pages boasts that all servers are up and running, which is false and constitutes a material misrepresentation that I, and likely many others, have relied on to our detriment.Desired Settlement: Full and complete explanation of why the problems happened, continues to happen and what steps they are taking to ensure that the problem will never happen again; an apology from a corporate officer; assurance that if there is any problem with any server affecting my email accounts in the future they they will immediately notify me through the independent email address they have on file, by telephone, fax, text message or by U.S. mail; assurance that technical support will never again chuckle on the phone at a customer having a technical problem that is caused by Lunarpages or even possibly caused by Lunarpages; provision of an option to turn off the obnoxious MUZAK while on hold for hours on end.

Business

Response:

Review: On June 6, I canceled one of my Lunarpages accounts. I asked the customer service rep about receiving a prorated refund for the account, since it was paid for through 2015. She said customers have 9 months to receive a pro-rated refund after the renewal. I accepted this. Today I called to cancel my other Lunarpages account, which is within the 9-month period since the last renewal. This customer service rep said customers have only 7 days to receive a refund. I told her about my previous conversation, but she refused to offer a refund for my second account.Desired Settlement: I would like a full refund. I am very unhappy both with Lunarpages hosting service and customer service.

Business

Response:

Customer was wanting to cancel for too many reasons, but some were receiving strange emails from LP threatening domain and hosting suspensionFeb 17, 2010 at 04:28 PM - Ticket#[redacted] was opened because her account was sending more than the allowed limit (400 emails per hour) the account was suspended for this action until the issue with spamming was resolved. Mar 22, 2013 at 04:22 PM ticket#[redacted] was opened to notify her that there were potentially vulnerable scripts running on her accountMarch of 2014 customers emails were bouncing back due to servers poor reputation, she was on the Bella server. She then went to Exchangejune 2014 she had called in and wanted to delete acct and get a prorated refund was advised that was not possible. She stated that she had another acct deleted and that the CSR stated that she would get refunded. Was advised that she did not get refunded, but the remaining credit she had on that acct was moved over to this current acct. Client still requested to delete acct anyway was advised that it would be deleted on the actual due date .

Consumer

Response:

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.

I received poor customer service when I was a customer at Lunarpages. They treated me like I was a spambot and not a human being. I canceled well before the end of my hosting term, and I would like a prorated refund.

Regards,

Review: I have been trying to get lunarpages to cancel my account since APR 2012. They reimbursed my fees once and keep saying my account is closed but they keep charging my account $19.95 annual fee. This year they refused to reimburse and I had to contact my card company to dispute and prevent future charges.Desired Settlement: Their service and account closure is very poor. It should not take three years to close an account.

Business

Response:

We removed the customers hosting account only back in 2012, he wanted to keep his domain name. 2014 customer called in and wanted a refund on the domain name charge of 19.95, advised the customer that we set the domain to close at end of expiration date.

Review: Failed to provide adequate technical support and customer care. After over 10 years of being hosted at Lunarpages Internet Solutions I have to sadly say their Technical Support and Customer Care lacks the words support and care. They outsource all their tech support now and the response time is horrible. Thanksgiving day they suspended my account because of an exploit that was found on my site. They sent me instructions on how to remove the exploit rather than just performing the removal themselves. I did so the following day, Black Friday, and days later they still had not reinstated my account. Keep in mind my account is for business use and it's how all of my businesses survive. When I pressed them and complained, [redacted], Customer "Care" Manager, retaliated by claiming he's investigated my account and because I do not own all the domains believes I do not own said businesses. Further more since I was leaving their hosting to a competitor, he states they would not spend their resources supporting my account further.

My advice, AVOID Lunar Pages. I loved them for years, now myself and many others despise them. I am even cancelling my affiliate account with them.Desired Settlement: Full refund

Business

Response:

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