MDR (Painting the Town)

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I have been waiting to receive the refund ($300), please reopen the complaint as no refund was received Regards, [redacted]

To whom it may concern,We respond as follows to this complaintMr [redacted] transferred his domain name ' [redacted] ' to PublicDomainRegistry's reseller FreeHosting.com on February 13th, We received a Transfer Notice from ICANN filed by this registrant on March 9th, We responded to Mr [redacted] and ICANN stating that we had sent the EPP/Authorization code to the customerHowever, unfortunately, as an ICANN acreditted registrar we have to abide by the rules set forth by them PublicDomainRegistry is unable to release a domain name for transfer within the first days after the domain has been transferred into usSince the domain name was transferred on March 9th, we will be unable to release the domain until April 14th, 2018.Mr [redacted] has not reached out to us directly, however, at this time we have reached out to Mr [redacted] to advise that we would be able to release the domain name on April 14th, and have provided him with instructions for how he would transfer the domain name at that timeWe would like to thank the Revdex.com and Mr [redacted] for the oppotunity to address this complaintSincerely, PublicDomainRegistry Customer Relations

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below iPage has taken this issue very lightly They say our page was not down, however they neglect to mention that the https side of our BANKING site was, and still is, down They don't seem to understand how serious an issue having the secure portion of a banking site inaccessible Also, when customers attempt to navigate to our secure site, they are getting a message that our certificate was revoked, and that this could be an attempt to steal their credentials Now, to an IT person, I fully understand what is happening, but our non-technical customers do not understand, so this has caused a massive increase of calls to our bank, and has overwhelmed our small CSR group I was told numerous times by iPage support that this was an issue on their end, and that I did not have to initiate the creation of a new SSL Certificate Then, after days of our site being inaccessible to customers, they finally tell me that I do need to initiate the creation of a new certificate Their support is very unhelpful, and every time you speak to one of them, you get a different story Their lackadaisical response to this issue is unacceptable, and very unprofessional Regards, [redacted]

To whom it may concern, We respond to this complaint as followsOn November 4th, Mr [redacted] contacted us in regards to making his e-mail services HIPPA compliant, after having been informed that we were able to do so by one of our representatives on the date of sign up Unfortunately iPage does not offer HIPAA compliant e-mail services in which we have informed Mr.***We have reviewed the contact history on Mr***'s account and will be addressing coaching opportunities for our advisors that he had spoken with in regards to this matter to attempt to prevent misinformation from being delivered to our new and existing customers going forwardMr [redacted] had requested assistance in being able to transfer his domain so that he is able to move his services to a provider that better meets his needsWe contacted Mr [redacted] via e-mail to offer assistance, and alternatives as iPage is an ICANN (short for “Internet Corporation for Assigned Names and Numbers”) accredited domain registrar and is therefore required to abide by ICANN’s rules, regulations and policies as well as the Registrar Accreditation Agreement (“ [redacted] )This accreditation allows iPage to sell domain namesUnfortunately, the day lock currently placed on the domain is something that we cannot uplift as the domain name was just registered on 11-03-This is due to our domain registration agreement and ICANN's regulationsPlease see the link(s) below for more information regarding these polices[redacted] We offered Mr [redacted] assistance in being able to update his DNS records to reference a new mail server/hosting company that meets his needs until the day transfer lock expires as any requests made before that time will be deniedWe ask that Mr[redacted] respond to our ticket if Sincerely, iPage Customer Relations

To Whom It May Concern,We respond as follows to this complaint.We were contacted by both [redacted] and [redacted] initially on July 30th, regarding the status of their domain name conceptphysio.com The domain name renewal was paid for, however it did not process immediately as the domain name was registered through one of our legacy registrar partners Because of this, the domain name renewal did not go through and continued to cause issues with both the customer’s email and website.This issue was escalated, however the main issue of the domain renewal was not dealt with until August 6th, This caused extended issues and much frustration on [redacted] ***’s end We believe that we could have handled this situation in a much more effective fashion and as a courtesy to our customer, we have provided them with a year of hosting and a domain name transfer to move their domain name to a much more manageable platform.At this time, we can confirm that the issue has been resolved and the domain name, website and email are all functioning properly againThank you,iPage Customer Relations

To Whom it May Concern,We respond to this rebuttal as followsWe do apologize for any confusion this issue has caused, but as stated before we have sent multiple renewal notifications to the email address [redacted] which is what is listed on file for us to send toThe layout of the email explains what is renewing when the product will renew, and the payment method that will be chargedWhile also giving Mr [redacted] the option to renew early by going to his domain central within his account which gives him the pricing options for all his domainsAs stated before we do not control the pricing for domains as it is based on the market value set forth by the registrar that we partner withThis means that all domain names are subject to pricing fluctuation when purchasing on a year to year basisTo avoid this we recommend purchasing domain names for multiple years up to a maximum of tenSo that way our customers are locked into the pricing set forth by that current year.Also, Mr [redacted] is able to view any upcoming payments through his billing central when he logs into his account at any point and time giving him complete access to what is going to renew and how much he will be charged for each product on his account so that he may plan accordingly while managing his accountWe do apologize about Mr [redacted] 's recent experience with our support staff and look forward to working with him in the future and also would like to take this opportunity to provide additional training to our support staff so we may better serve our customersRegards, Verio Customer Relations

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below The response inexcusable as the fault lays with the representative, which is in writing from the companyIf the representative had explained that it was not acceptable to proceed in that manner, then I would have considered moving to one of the other affiliates that I work withThe lack of knowledge with procedure by the company's own representative is evidence that I was misled at the time of the live chatThe company instructed me to cancel the old account and open a new account to obtain the lower rate (per my live chat with [redacted] on August 3, 2015, which transcript I have in hand)Therefore, the company is not acting in good faith Regards, [redacted]

To Whom it may concern,We respond to this complaint as followsWe would first like to sincerely apologize for any inconvenience these issues may have caused Mr*** [redacted] Upon reviewing Mr [redacted] ’s account we can see that he signed up for a promotional offer on 1/which provided him with months free of our Contact Contact Package (0-Contacts)This would have provided Mr [redacted] ’s the free service through the following billing periods: 1/to 2/(1st month), 2/to 3/(2nd month), and 3/to 4/(3rd month)After the 3rd month, the customer would be billed the price of $20/mo for the billing period of 4/to 5/and there monthly going forwardAt the time of sign up for this service, there is a chart showing the amount of contacts the customer is required to keep in order to keep the free service and also provides the pricing if the amount of contacts exceeds a particular amount: Please see the attached screenshotPer the Contact Contact Terms of service which the customer is required to accept before signing up for the services “Once you have completed any applicable free trial period or exceeded any limits described on the applicable fee schedule (the "Fee Schedule"), you will be subject to fees in accordance with any applicable Fee Schedule.”In reviewing Mr [redacted] ’s account, he did receive the first month free from 1/to 2/We are showing that he was billed $on 2/for the billing period of 2/to 3/This was because the number of contacts he had in his account at the time of the renewal was above the 0-Contacts tier, and he had bumped up to the [redacted] Contacts tierThis meant that he is no longer qualified for the free services and was being billed at the $rate per monthMr [redacted] ’s remained at the [redacted] Contacts tier for the next months and was billed $on 3/and 4/17.Upon contacting our support team on 4/17, Mr [redacted] was provided with a refund for the months that he was charged on 2/and 3/17, totaling $110.00.As a gesture of goodwill, we have issued an additional refund of $for what the customer was charged on 4/At this time, refunds have been issued for all monies charged to the customer for this service, which come to a total of $We are unable to compensate an additional months of constant contact, due to the number of contacts that still exist in the account.Regards,Bluehost Customer Relations Team

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Endurance International Group refused to provide me with any of the services I have paid for I have made several attempts to contact their company I have contacted the support manager, escalated call center, contacted the parent company of [redacted] at headquarters several times, called the phone support line, tried contacting the media and press contacts for Endurance International Group, left message for investor relations at Endurance International Group and so forth The company refuses to provide me with the services or support I have paid for They refuse to respond to support questions I will have to sue them Regards, [redacted]

Netfirms only refunded one year of Domain Privacy I paid for ($5.99)I paid for domain privacy for years and during the whole time it was not enabledI am owed for two more years of service that I did not receive Regards, [redacted] **

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Well the company is doing further harm and the answer to say they adequately addressed the issue is not acceptable at all.Since I have reported a complaint to the Revdex.com and again appealed the complaint as we did not receive the notice from Revdex.com just received the email case closed!!! I had to fight to get it re-opened Since these issues now I have emails showing they were open and read yet no one from HSS opened or read them, this just started happening after I complained to the Revdex.com regarding my email account and isn’t it weird that I have emails showing read and open but notLike they are shifting through my mail Isn’t this illegal and what can I do to stop them First I thought they had someone attacking me since my email was down multiple times and they even admitted they caused the issue, but claim they were not malicious mistakes, now I get this Should I bother since they will read this and either delete it or delete your response Maybe now they can see I know what they are doing .I also double checked with Microsoft to assure if any other cause for file to show open if I didn’t open it and they said no someone opened it if it shows open when it is delivered Regards, [redacted]

To Whom It May Concern,We respond as follows to this complaintPursuant to [redacted] 's billing policies, we bill Domain Privacy automatically and separately from the domain renewalIt is essentially an aservice and would need to be cancelled manually with a support representativeOur records indicate that we were not contacted to discontinue the automatic billing on this serviceWe understand the confusion, and have processed a full refund and cancellation for the two Domain Privacy renewals charged on 03/31/We also confirm that the two domain renewal charges processed 03/06/were refunded in full in March.Thank you, [redacted] Customer Relations

To Whom It May Concern,We respond as follows to this complaint.Ms [redacted] contacted us on January 15th, and requested to cancel her account by replying to an email that was sent to the email address on file infomring Ms [redacted] of an autorenewal for active domain services on her accountOur billing department informed Ms [redacted] that there was a past due balance on the account of $and explained what the balance was forOur billing team informed Ms [redacted] that we would be able to cancel the account immediately per her request but we would first need her to verify the account in order to proceed with the cancellationMs [redacted] never respondedWe then contacted Ms [redacted] via phone and were able to confirm that she did want to cancel the account immediatelyWe can confirm that Ms [redacted] was not charged for the past due balance of $and the account has been canceled as of January 25th,Thank You,Fatcow Customer Relations

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] My site was never built as specified in the first email sent to me (attached) The site build was not completed in the "Typically 2-weeks for design process." mentioned when purchased I have many emails showing the issues of the build up to 3/4/16, more than months after promised date Original email states "Can be easy edited/upgraded", this is not true as an update crashed my site for days FatCow support staff stated "they do not perform updates", which is not what was told when purchased In fact, nothing that was promised when purchased actually happened Recently, I had to change hosting companies due to issues that were not fixed after the site crash The new company has found many errors on my website that directly links to a poor build by FatCow I am looking for a refund of the site build of $ Regards, [redacted] ***

Revdex.com:Endurance/ [redacted] issued me a full refund quickly I'm very happy they decided to do that as I believe that is the right thing for them to doI'm appreciative to them I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

Mr [redacted] , Thank you for bringing this matter to our attentionI would like to sincerely apologize for the experience you've had so far with our Support regarding your VPS HostingI have shared your experience with our team to ensure that we take this as an opportunity to better our service and provide the outstanding customer service we strive to achieveIt is always our goal to provide our customers with a one-call resolution; however, we recognize that this is not always the case in certain circumstancesEven so, the lack of communication you have received regarding your email issues is not our standard and I ensure you that I will work with our teams towards delivering that quality we endeavorRegarding the previous Revdex.com # [redacted] and your inability to send emails, my team has been committed to troubleshooting the issue and fully resolving the problem that occurredWe were able to successfully send and receive mail from Webmail without any difficultiesAs for the emails that have been showing as 'Frozen' in the queue, these emails were going to an address that is trying to deliver to the root of the serverThese are emails that are system generated responses for the server; they are created and 'Sent' if, for example, a cron job is made or if the server is recording a status change: it has been rebooted, active, inactive, etcFurthermore, all other emails are delivering as intended at the time of sendingLastly, please accept my apology for the miscommunication you've received regarding your VPS hosting and the capability of your WebmailI will arrange for our agents to have continued education on these subjects in order to avoid situations like this in the futureAlong with ensuring further education and understanding of our system for our agents, we will also provide corrective action to the necessary agents with the goal of meeting our one-call resolution standardAdditionally, we would like to offer you a credit for two months of your current VPS hosting package, a value of a value of $as well as two months of G Suite for a bundle of thirty individual licenses, a value of $We would like to offer you this as both are suited for large enterprises and offer a customizable email and hosting environment If you would like me to give you a call at a time suitable to you, please let me knowFeel free also to respond to this email with any further concerns you may haveKind regards, [redacted] [redacted] Customer Relations Team Endurance International Group

To Whom It May Concern:We have attempted multiple times to get in contact with the complainantOur first point of contact was on 04/25/We called the customer but there was no answer so we had left a voicemail to the number they provided in the complaintWe called the customer on 04/26/ and left another voicemail in which we provided a direct phone number to our lineAdditionally, we had sent the customer an email informing them that we are attempting to get in contact to get this issue resolvedWe received an email back from the customer on 04/27/stating that they will be giving us a call later todayWe replied back to the email stating that we were looking forward to itUnfortunately, we never received the callSince we never recieved the call, we had attempted to call the customer one last time and we ended up leaving another voicemail.The customer can feel free to call us anytime to get this issue resolved and we will be more than happy to notate their feedback.Regards,iPage Customer Relations

To whom it may concern, We respond to this rebuttal as followsFirst, we would like to apologize for any confusion we may have caused in our previous responseWe can confirm that [redacted] **'s account was apart of the Verio migration however, the domain ( [redacted] ) was provided by [redacted] Verio and was owned by legacy verio (***) and could not be transferred over As stated before, the legacy server was shut off on January 16,and any access to the test URL ( [redacted] ) was lost This is the reason as to why we unfortunately do not have a back up of [redacted] **'s emailCustomers generally register a real domain for website and email services in which they can transfer their domain between different providersWe recommend that [redacted] register a domain name on his account to prevent scenarios such as this from happening in the futureSincerely,Verio Customer Relations

To Whom It May Concern,We respond as follows to this complaintMs [redacted] contacted us on October 11, with problems editing the contact page in our Website Builder programOur agent was unable to replicate the same issue but attempted to assist the customerWe were contacted again on October 12, by Ms [redacted] regarding a different problem she was experiencing with the Website BuilderShe was receiving an internal server error upon editing the social media contact buttons on the footer of her website she was buildingA support ticket was created at that time to further investigate the issueOne of our Technical Specialists contacted Ms [redacted] on October 13, via email advising her that we were unable to find the social media icons in the footer but that they had been properly added to the header of the site and that if she was still trying to add the icons to the footer and experiencing further issues to provide us with approval to add them for her.Ms [redacted] contacted us again on October 13, advising us of another issue she was experiencing with her Website Builder no longer allowing her to access without choosing a new template and starting overShe advised us she had put hours into building her website already, so another support ticket was created to investigate this issueA Technical Specialist reached out to her later on that day via email advising her we were unable to replicate the same issue she experienced and that it may have been a temporary issue she was experiencingAgain on October 13, Ms [redacted] contacted us about her Website Builder because she was receiving an error upon trying to update one of her social media iconsOne of our Technical Specialists reached out to Ms [redacted] on October 14, via email apologizing for the inconvenience and explained that we have created a bug report for the problem reported with the Website BuilderWe advised her in the email unfortunately, we could not provide an exact time frame but the issue will be resolved at the earliest time possible by our Engineering TeamUpon receiving this complaint, we attempted to call Ms [redacted] on October 19, leaving a message with her voicemailWe followed the call up with an email apologizing for the problems she has been experiencing since starting with us and that our Engineering Team has been working to resolve any bugs that have been discovered with the Website Builder programAs a courtesy she was offered months worth of credits on her account for the inconveniences she experienced as well as the option to cancel her account and receive a full refund if she did not want to continue services with usWe have since resolved this complaint with Ms [redacted] , she accepted the months of credits to her account and would like to continue her services with usThank you,iPage Customer Relations

We have reviewed the customer's statements regarding [redacted] services and we disagree with their claimsWhile it's true that [redacted] may not recognize all forms of malware, especially newer variations, but once the malware definition is added to [redacted] 's database, it will be recognized in the futureEven though we recommend [redacted] services, the customer can still remove the malware on their own, or seek assistance from a webmaster or developerMany customers find [redacted] services very convenient and the cost is minimal compared to the losses of having a web site offline for a long duration as a result of a malware attackWe note the customer's web site is still vulnerable to another malware attack, even after deleting any files from the account containing malwareAccording to our records, it would appear the customer is using version of [redacted] , which is not the current versionOur system (via [redacted] ) can automatically upgrade the [redacted] install to version 4.3.1, which is the latest versionWe would suggest the customer take advantage of this upgrade to minimize the risk of a future attack