MDR (Painting the Town)

Greetings,At this time any access to the personal information has been disabledWe have not violated our privacy policy which was agreed to when the account was purchased and will continue to honor the policy as outlined here : https://asmallorange.com/legal/privacy/

We apologize for the downtime experienced by the customer during the migration processA senior support specialist has responded to the customer and offered solutions to assist him furtherIn addition, we have granted him the credit that was requested

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 # ***Please add your rejection comments below.
I have received the refund of $41.05, thank youI waiting on the domain transferOnce, my domain is released and transferred I will consider this complaint resolved and the business response acceptedThank you for your help and cooperation
Regards,
*** ***

To Whom It May Concern,We respond as follows to this complaint:On October 24, 2017, Ms*** contacted the Revdex.com to inquire about her experience with our Design DepartmentAfter reviewing the account we found that Ms*** started services with our Design Team on May 8, Our
Design Team attempted to make contact with Ms*** many times and were unable toOn July 10, we were able to make contact, and set up an appointment for July 11, On July 13, there was an email sent out explaining to Ms*** that with her approval, the website was launched, and an appointment was set for July 15, to go over maintaining the siteFrom that point until October 14th, our design team was unable to contact Ms***Because the services were provided, with her approval to launch the website, we are unable to process this refundWe have reached out and offered Ms*** a free walk through, to help her maintain the website on both browser and mobileWe have also requested the best way to contact Ms***.Thank you for bringing this to our attention.Regards,Homestead 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 # ***Please add your rejection comments belowHere is a copy of one of my emails in which Blue Host did not response toThey offered50% off hosting and I requested this back in JulyThey ignored me
*** *** Why did you not respond to me?? To [email protected] CC *** *** Jul at 1:PM Why did you not respond to me??They keep raising the monthly fees, why? and why should I pay more than the last time?3. I sent them a email requesting a contact phone number to discuss my account They did not leave any voice messages as I check them daily and did received them5. I need the specifics of what my plan offers.There are a lot of concerns that need to be addressed and until they are we cannot move forwardIt is helpto them to get on the phone and then provide the details in writing. Hide original message On Wednesday, July 19, 6:PM, *** *** wrote:you just offered a deal for 50% offcan you get this for my account
Regards,
*** ***

To Whom It May ConcernWe respond as follows to this complaintOn March 7, Ms*** *** created an account with ***When creating the account she agreed to the terms of service which state "Additionally after the initial term, you acknowledge, agree and authorize us to automatically bill and/or charge on your credit card for successive or renewal periods." We sent Ms*** *** reminders on January 22, to the email on file regarding the renewal of the account on February 21, On February 21, Ms*** *** was charged $for her website hosting as her services were set to auto renewal and not scheduled to be cancelledOn February 21, Ms*** contacted us asking us to refund her the $and cancel the account which we did.The desired settlement the customer was requesting was issued the same day the Revdex.com dispute was submitted*** *** has since responded to our rebuttal, stating that we have not met her requests*** has stated that she was overcharged for a plan renewal and that she has yet to receive a refund for the differenceWe have processed this refund on 3/8/2016, as stated to her in a follow up message this may take up to ten business days to reflect in her bank statement*** has also requested that we send her an email detailing the year hosting plan she agreed to renew intoThis information can be accessed in the Billing Central section of her accountShe requested this information via email because she has had trouble in the past logging into her account, specifically with her passwords and the password reset emails we have sentOur technicians have since reached out to her via email on 3/12/explaining that they are able to log into her account with no issues by using the credentials she has providedWe have reached out to *** on 3/16/and 3/17/by calling the number she has provided in her original Revdex.com complaint to discuss what we have already provided and if there is anything else we can doOn both occasions we have left voice mails indicating that we are still willing to work with *** to alleviate her frustrationsIn each of these voicemails we have clearly stated how to get back in contact with usOur stance on this Revdex.com complaint and rebuttal is that we are still willing to work towards a resolution with ***'s best interests in mind, we just need to get in contact with her to clarify what has already been accomplished and discuss more on what else we can do

Revdex.com:
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

After speaking with the customer, the customer will be keeping her services with iPageIt appears the customer accidentally purchased instances of Weebly Premium serviceThe first instance is good for year of Weebly service while the second instance is good for years of Weebly serviceThe first instance was already canceled and refundedHowever, the year instance of Weebly service was not canceled and refunded yetWe have since provided the customer with a full refund for the three year instance of Weebly services ($269.64)We also reviewed other products on the account with the customer and, at the customers' request, canceled Google At Work. We reviewed the option of using *** with our services with the customer againShe was not aware there was a difference between ***.com and the free *** installation via *** *** At this time we believe this matter has been resolved but the customer is welcome to contact us again if she needs further assistance

To whom it may concern, We respond as follows to this complaint. Mr *** *** reached out to us on May 28th, in regards to his images not displaying on his siteWe did have our engineers review the customers errors and it does appear this issue is with Mr ***s coding and
not a server errorSince this issue is with the coding we will not be able to offer a solution as coding errors are not within our scope of support. We did reach out to Mr *** to extend our apologies and offered him three months hosting as compensation per our policies, however at this time in order to resolve the site errors he would need to make changes to his codingWe are still awaiting response and happy to answer any questions *** *** may have within our scope of support, he can contact us and reference ticket number *** if he has more questions about our policies or other concerns. Sincerely, iPage Customer Relations

To whom it may concern, We respond to this complaint as follows. We are sorry to hear about the issues and concerns Mr*** has experiencedWe would also like to thank them for bringing these concerns to our attention.Our management team has had the opportunity to speak
with Mr*** on the phone to resolve their concerns todayAt this time we have processed the cancellation of the VPS hosting package and issued a full refund of the initial paymentWe have also corrected the renewal date of their Medium Shared hosting package due to the renewal date not updating when they had paid an early renewal invoice at a discounted rate.Once again we do apologize to Mr*** for the frustrations experiencedOur management team has established a direct line of communication with themWe invite Mr*** to reply back to our recent email communication if any further assistance is required and we will be glad to continue to work with them. Sincerely,*** Customer Relations

To whom it may concern, We respond to this complaint as followsAfter review of Ms***'s complaint, we have found that the domain name *** is currently registered until 3/20/We have also found that Ms*** has already been refunded in the amount of $for the
additional charge for a second year for her domain, currently the domain *** is only registered for yearThe refund of the amount of $was initiated as of Mar7th, 2018, we request that Ms*** allow up to 7-business days for the refund to fully process back to her banking institution.In closing, we would like to apologize to Ms*** for any frustration or inconvenience caused by this situationWe would also like to encourage Ms*** to reach out to us should she need any additional assistanceIt is our goal to provide the best service to our customers that we are able, and we strive to provide Ms*** with a better experience in the future. Regards, iPage 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 # ***.
I reject this response on the bases of the firm in question not not answering the complaint with integrityI have been in contact with their team of 3-customer service representatives that do not do much besides write tickets, which is fineThe issue is not your so called bug but that fact you stated that I have not been taking your recommendation but in fact I haveGood thing about this is that I have proof of my efforts and photos that prove my case but this company has yet to show any helpful advice besides "we're working on it"I hope the Revdex.com can see the dishonesty in your firm and down grade your score to something more logicalAll your Ratings and comments of great service and business ethics does not show in your work with me or others that I have talked to that are not on paid sites to boost ratings like yoursIt's also sad and maybe unrelated that you have to our source your customer service when this can be handled by great American that need employmentI'm looking forward to Trumps 30% + increase on out sourced businessBut back to the topic on hand I believe you should try to fix simple issues with swiftness and integrityI also do not see why you can not have a manager on hand to handle tug issue like mine and why your firm can not hire segregated service departments that handle billing and technical issuesI hope the Revdex.com supports my claim and aid this matter with great ethical recourseEhost.com should not have an A rating with that many complaintsMost of being payment and email issuesI have faith in the Revdex.com and hope something can be done. Regards,
*** ***

To Whom It May Concern,We respond as follows to this complaint.On September 9, 2017, Mr*** contacted the Revdex.com to inquire about his experience with our support in response to the renewal of his hosting services. We have thoroughly reviewed the account in order to
understand the context of Mr***'s complaintWe understand the experience to be due in part to the confusion of one of our support agentsWe referenced past purchases on Mr***'s account, and confirmed the correct informationWe also explained to Mr*** when and how we attempted to reach out to him regarding his account expiration. We have reached out to Mr*** to address his concerns and have offered Mr*** a discounted rate on his upcoming term, resulting in the cost of $USD for Months Plus HostingIn addition we have offered an extra month of free Plus Hosting to offset the necessary purchase to process the discount. We have left a line open for Mr*** to contact us should he have any further questions or concerns. Thank you for bringing this matter to our attention.BlueHost Customer Relations

Revdex.com:
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you for modifying your advisement as previously the referenced site you provided did not list *** or their information whatsoever.
Regards,
*** ***

We do confirm that the account was set up under the complaining party's name and billing informationHowever, since this matter has been reported to us as fraud, we have refunded the full amount ($+ $=$43.83) and cancelled the associated accountThe refund should be received in 7-
business days

To whom it may concern,We respond as follows to this complaint. Mr *** * ***'s VPS account was suspended on March 6th, due to malwareUpon the suspension of the account, our Junior Engineering team sent him a message informing him that his VPS has been suspended in order to protect
site visitors, customers on the same server and prevent further damage to his VPS content.By signing up for iPage services on May 31st, 2017, Mr *** agreed to our Terms of ServiceOur terms of service, section subsection d state the following: "...You acknowledge and accept that despite the security measures iPage takes in connection with the Services, iPage's system and/or User Websites (as defined below) may nonetheless become compromised, including without limitation, by hackers, Internet viruses, malware, worms or Trojan horses, or the likeUnder such circumstances, iPage may take corrective action as it deems appropriate in its sole discretion..." While we do understand Mr ***'s frustrations, these policies are set in place to ensure our customers, and the general public's cyber safetyAt this point in time, as a gesture of goodwill we have added a month of services at no cost and have sent him an email to address his concerns and provide further assistanceWe have not been contacted back, but will be happy to assist with any further concerns he may have. Sincerely, iPage Customer Relations

To Whom It May Concern,We respond as follows to this complaint.Mr*** *** contacted us on December 30th, and inquired about charges of $to his credit card for additional services that renewed in October Mr.*** requested a full refund of $on December 30th and
the request was escalated to our billing team for further reviewOur billing department informed Mr.*** that we do not issue refunds for services rendered after thirty days of renewal however, we were able to process a refund of $for charges that occurred on December 23rd,which were for active hosting services and the account was cancelled as of December 31st,2015.When customers agree to our terms of service they agree to multiple billing policiesThese policies include authorization to renew on an automatic basis using the payment method on file as well as require the customer to cancel in writing days prior to renewalThis applies to all services purchased with *** including domains and additional productsWe also notify our customers of an upcoming renewal using the email that is supplied to us as a point of contact. Thank You,*** Customer Relations

To whom it may concern. We respond to this complaint as follows.We apologize for the inconvenience the website backup tool has causedWe informed Mr*** his account was using higher than storage which caused the Backup tool to not generate the backupsWe informed Mr*** we can
provide backups to his content and detailed how Mr*** can go about receiving these backupsWe will reach out to Mr*** and refund the $he paid for website backup proOnce again we apologize for the inconvenience this has caused and will work with Mr*** to resolve this issue.Regards,Dotster Customer Relations

To whom it may concern,We respond as follows to this complaint. Mrs*** ***- *** signed up for iPage on June 15th, for two years and the account became due again for renewal on June 1st, We sent notices to Mrs ***- *** via email to her billing email address on file on
the following dates: May 21st - days prior to being billingJune 1st, - First past due noticeJune 7th, - Second past due noticeJune 15th, - Third Past due noticeAt this point in time we were not contacted by Mrs ***- *** and so the hosting account was scheduled for deletionWe deleted the hosting account on July 15th, 2017.Per our Terms of service, if we fail to collect payment for a past due hosting account we will suspend and eventually terminate the serviceiPage holds back ups of websites for up to days, but we cannot guarantee the integrity of said back ups, since this is the case we advise our customers to keep a local, up to date backup of their website files, this is also stated in our terms of service: "You will be solely responsible for backiall User Content, including any User Websites off of iPage's serversThis is an affirmative dutyiPage is not responsible for the loss of any User ContentNote: It is essential that Users backup files offline, even if user purchases or has backup products provided by iPage." We were not contacted about the site being down until August 8th, Once Mrs***- *** had reached out to us, days had passed since the deletion of the site so we were unable to offer any restores of her site files. At this point in time, as a gesture of goodwill we have renewed Mrs***- ***'s domain name for one year at no cost and have sent her the authorization code, in case she wishes to transfer this domain name awayWe have not been contacted back, but will be happy to assist with any further questions she may have. Sincerely, iPage Customer Relations

To Whom it May Concern,We respond to this complaint as followsMr*** contacted us on December 20th, 2017, in regards to his SSL certificate through *** no longer working on his websiteWe here at iPage partner with *** in order to get SSL Certificates for our customers to use on
their websitesAfter looking into this issue we found that the issue that Mr*** was experience was due to an encoding error that was caused on ***'s end regarding there EV SSL Certificate which means that the SSL needed to be revokedWhat this means is that when the encoding error occurred *** forced us to revoke the SSL and apply for a new one to be reinstated to replace the broken SSLWhen this happened and was discovered that is when we asked for Mr***'s business information in order to process a new working SSL Certificate. After which he would need to be validated through the email address *** as that would move the validation process forwardThe validation process for an EV SSL certificate is extensive and can take up to ten business days to process as it can only be given out by *** since they are the ones that issue our SSL Certificates.As of right now, the SSL Certificate has gone through and we are just waiting for EV validation to finish processing for it to show up as an https in his website URLBecause of the background of this issue, we are unable to give Mr*** a refund of his hosting services as the hosting services did not go downThe root cause of the issues was due to the encoding error as stated earlier to Mr*** which we were notified by *** when troubleshooting the issue.We would like to take this time to apologize to Mr*** about his recent experience with our technical support and to explain that this is not a typical issue which is why it took longer than to resolveWith that being said we look forward to working with Mr*** in the future and glad that we were given this opportunity to explain the situation. Regards,iPage Customer Relations