MDR (Painting the Town)

To Whom it May Concern,We respond to this complaint as followsMr*** ***'s iPage account was flagged as a result of what appeared to be an illegitimate use of our servicesAs a web hosting company, we reserve the right to investigate all complaints that are received, and take necessary
action at our sole discretion if it is deemed that there is fraudulent activity taking place through our website or email servicesUpon reviewing a third party complaint about Mr***'s website activity we launched an investigation and it was determined that we were no longer the most appropriate provider due to the apparent violations of our Terms of Service. Upon deciding we could no longer host Mr***'s website we issued a full refund and assisted him in gaining access to his domainHe was advised that we could not provide him access to his website files due to the nature of the complaint and that per our Terms of Service : "Users should always copy all content of a Web site to a local computer and iPage strongly suggest that Users make an additional copy (on tape, CD, multiple floppy disks, another desktop, or elsewhere) to ensure the availability of the filesIT IS THE USER'S SOLE RESPONSIBILITY TO MAKE OFFLINE, BACOPIES OF THE USER'S WEB SITE AND USER CONTENT AND DATANOTE: IT IS ESSENTIAL THAT USERS BACKUP FILES OFFLINE, EVEN IF USER PURCHASES OR HAS PRODUCTS, SUCH AS SITE BACKUP AND RESTORE"Mr*** *** has been advised that he may contact us if he has any further questions or concerns and we would be more than happy to assist him. Thank you,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 cordially invite PowWeb to go back and review all of the many grievances detailed in my complaint as NONE of them were addressed in their "form letter" response to meThis is further testimony that they do NOT care about their customers or the quality of their "customer service"not one bitThey also outright LIED in their response to meI only went to *** because they chose to ignore me for the two days prior to me contacting them there (after I had already pursued multiple other avenues and failed to get a resolution from ANY of them)This cannot be overstatedbeing ignored by PowWeb rendered us without functioning email addresses on TWO websites for TWO daysWe were paralyzed! We have damages because of PowWeb's negligence to attend to our issues! PowWeb crossed the line when they said the file management system was our problem and/or "responsibility"Both of our websites were created years ago and not altered sinceThe websites were created with web-authoring technology on their servers and "lived" on their serversand they "lived" there without incident until "corrupt files" damaged our "reputation" and rendered our email addresses uselessIt was THEIR servers who got infectedAnd it is THEIR responsibility to repair the damagesI find it highly suspect that BOTH of our websites are "infected"I also find it highly suspect that this occurred so soon after my previous Revdex.com customer service complaint. If it is necessary for me to re-format my original email into bullet points for PowWeb's ease of reading, I would be more than happy to do soPerhaps the narrative format that I used isn't conducive to their "customer service" department's comprehension levelOnce ALL of my original grievances are addressed individually by PowWeb, I will be more than happy to work with their "customer service" department in order to find a resolution to my problems(AGAIN, I statethe quickest way to for PowWeb to accomplish this is to send me a written guarantee that they will fix my websites' files FREE OF CHARGE and WITHOUT MY INVOLVEMENT IN THE MATTER.) Regards,
*** ***

To Whom It May Concern,We respond as follows to this complaint.Mr*** *** contacted us on February 24,regarding an issue he was experiencing with his online store created through a third party builder *** ***Mr*** issue was related to a known bug that our engineering team
was aware of and working to resolve with *** *** directlyThe issue was resolved with *** *** on February 29,2016. As of today March 3,we contacted Mr*** to address his concernsWe have notated Mr*** feedback regarding this experience as well as shared his comments with our executive management and engineering teams so that we may improve on how respond to these scenarios going forwardDue to the inconvenience and as a gesture of goodwill We have added a $credit to Mr*** account Sincerely,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 # ***Please add your rejection comments below. Bluehost did not provide hosting service month It doesn't matter what date is in their system, the fact is they didn't provide a full month of hosting, they provided approximately 1/of a month I paid for month of service, and did not receive what I paid for
Regards,
*** ***

To whom it may concern.We respond to this rebuttal as follows. We have confirmed with our senior engineers as well as our senior migration managers that we unfortunately do not have a back up of *** **'s email as the URL that was being used for the email addresses (*** ) was a test URL associated to legacy Verio ,*** ***'s platformSince the URL was not an actual domain and was associated to the old account created by legacy Verio *** ***, the MX records which are specifically for email routing were not pointing to the new Endurance Verio platform. We have confirmed with our engineers that account URL's that were created on the legacy server such as (***) were not part of the migration as the migration required new accounts to be created on the Endurance Verio platform. We can confirm that the new account created on the Endurance Verio platform has the username of "***" which is why the new test URL provide to Mr.** is ***. We thank *** ** for bringing this experience to our attentionAny and all feedback of ours, as well as *** **'s comments, will be shared with our executive management and engineering teams for consideration of what we can do to improve on how we process migrations in the future.Sincerely,Verio Customer Relations

To whom it may concern: We respond as follows to this complaintWe have reached out to *** to determine account username information to better assist herUpon receipt of our contact, *** responded with confirmation that the subsidiary of ours that she was referring to in her complaint has
resolved her concerns and no longer needed assistanceSee below: -from: *** *** *** to: date: Sat, Jan 16, at 4:PMsubject: Re: Regarding your recent Revdex.com complaint (#***)The company refunded my money, my case can be closed.Thanks!-Thank you,Endurance International Group Customer Relations Team

To Whom it May Concern,We respond to this complaint as followsUpon receiving Mr*** ***'s second rebuttal, we attempted to get in contact with him again by phone on February 03, but were unsuccessful in getting in touch with himWe followed up with an email on February 06, and did receive a reply from Mr*** this same day providing us with additional information regarding the issues he was experiencingA reply was sent to him on February 07, addressing his concerns and requesting him to reply if there is anything else that we can do to assist himWe have attempted to resolve this matter with Mr*** amicably but have not received a reply from him since our email sent to him on February 07, If Mr*** still does not feel this issue is resolved or has further concerns he can contact us and we would be more than happy to assist him. Thank you,*** Customer Relations

To whom it may concern We reached out to Ms*** and informed her we refunded the money that was withdrawn from her account due to the account not being cancelled fullyThe refund was issued on 5/1/We apologize for the confusion and hope this corrects the issue for Ms
***. Thanks*** 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 # ***.
[ This is a complete lie about my websites having multiple DMCA flags, I had one DMCA violation that is presently in dispute as I had the copyrights to use that image ( a picture ) been an affiliate of the copyright owner, Startlogic never asked me for a response or asked me to take it down it as it was in dispute, they immediately terminated my account, this was after the same Startlogic customer service misled me on occasions I called they said my files will be ready that I need not worry,so I did not back up my files up due to their reassurance, now I have lost my website files that cost me tens of thousands of dollars to develop without compensation all they say is that the costumer service erroneously misled me, so because they misled me I all should loss everything that I have built in years and hosted with startlogic, their augment is unfair and ridiculous They have my website files and yet refused to release them to me , they told me there was nothing I can do about it and I can go to court if I so wish, very sad indeedI will never recommend startlogic to anybody, they are very poorly managed , incompetent and made up of very mean souls ]
Regards,
*** ***

Hello,We were sorry to hear that the hosting service did not meet Ms***'s needs.The whois of the domain in question has been updated with Ms***s information and the whois privacy protection *** has been disabled as requested to make that information public For
clarification *** provides the whois privacy service to protect that information from being publicly view-able when a whois look up is done on the domain. *** would have no ownership or rights to the domain registration itself.Domain registration and renewal policies and procedures are set by *** (*** *** *** *** *** *** ***). Newly registered domains can not be transferred to another domain registrar within the first days of that registration. Unfortunately this is not a policy that ehost is able to circumvent. Once the days has expired Ms*** would be able to transfer the domain to any registrar of her choice.Ms*** can use the domain with another hosting service by updating the nameservers of the domain to point to the hosting service of her choice. If Ms*** has any questions or needs assistance with that process we ask that Ms*** please respond back to our recent e-mail communication and we will be happy to offer assistance

We will refund the $that was recently chargedHowever, we just want confirmation that any files have been saved offline before we cancel the accountThe customer should reply to our email with confirmation and we will proceed with the refund and cancellation of the accountFor reference,
the subject line of the email is: "[***] Regarding your recent Revdex.com complaint # ***"It was sent on September 25, at 10:AM ESTAs of now, 2:PM EST, we have not heard back but the customer is welcome to reply at his convenience

You wanted my name: It is *** ***Briefly, I was a customer of Arvixe, LLC and used their web hosting services from until 2015. Endurance International purchased Arvixe in late and subsequently their service quality suffered to such an extent that functionality was
unusable. I transferred my domain to another web hosting provider in July and requested a refund from Arvixe for service that was paid up through 2017. That request was refused. I logged into my account, disabled automatic renewal, and deleted my credit card info on file. I thought all was finished with this company, but as of about a week ago I received a bill and demand for payment for a new service period which I did not authorize. The company has continued to harass me sending multiple emails demanding payment. I have contacted them twice through their online chat service and have received no resolution. I have also faxed them a letter confirming my desire to cancel and reviewing my previous attempt to cancel back in of which they refused. The chat representative said the only way I could cancel was to login to my account; however, that requires me to sign an agreement to their "terms" of which I do not agree. If you review the numerous complaints at Revdex.com you will notice this is a typical complaint regarding business practices of Endurance International. It is my belief they have either intentionally or due to incompetence of backups or restorations have altered my customer account preferences with the intent of extracting additional fees and a perpetual automatic renewal. It is also important to note that I have received absolutely no benefit from this company since transferring my domain web hosting service in

We do show that the account renewed on 6/30/2015, despite the customer's request to not renew the accountWe processed a full refund of the hosting fees back to the customer on the same day. We believe the automated system experienced an issue and will look into ways of preventing this in the
futureThe domain was still set to autorenewal renewal charge and normally this charge is not refundableHowever, as a gesture of goodwill, we will refund this charge as wellCustomer should contact us back if he has any further concernsThank you!

To Whom It May Concern,We respond as follows to this complaint.On June 1st, 2017, a member of Mr*** ***’s staff, ***, contacted us to report that their company was experiencing difficulties sending and receiving emails through our hosted email serviceThe service representative to whom
*** spoke informed her that these issues were caused by an overloaded server, which was the product of their shared hosting environmentThe following day, June 2nd, Mr*** contacted us again seeking resolution to the same issue, and, acting upon advice given by our service representatives, opted to switch to a higher-grade hosting plan (VPS Enhanced web hosting)Since this upgrade involves moving a customer’s account from one server to another, this migration took place as scheduled and was completed later that eveningThe following day, June 3rd, Mr*** contacted us once again, stating that he could not access his email; additionally, following this migration, the customer’s website was not displaying properlyFollowing this exchange, the service representative opened an internal service ticket to address these issues, advising Mr*** of a 48-hour time period for an appropriate resolutionAdditionally, since Mr***’s website was not displaying properly, we assisted in setting up a temporary landing page advising any visitors that the site would be back up soonOn June 5th, Mr*** contacted us again to voice his concern that his site was still down despite having surpassed the time limit initially suggested for a resolutionDuring this call, our support representative was able to find the root of the problem, which was occurring due to a default memory limit; this limit we then raised, causing the site to return to proper functioningFollowing this conversation, Mr*** and his associates contacted us numerous times over the next nine days to inquire after the status of their email service, which was still not functioning properlyOn June 14th, Mr***’s most recent contact with us, we informed him that his email service has been restored, and should be performing adequately as expected.Throughout our extended encounter with Mr*** as described above, Mr*** and his associates have described experiencing inordinately long wait times in their attempts to establish contact, either by phone or through our online chat serviceI have communicated my apologies for this to Mr***, noting that we also regard hold times of between one and four hours to be unacceptable by our standardsBluehost is currently undergoing a reformation of our front-line support systems, and while we acknowledge that during this period our hold times for customers may be longer than normal, the experience that he and his associates had in trying to reach a representative is an unfortunate aberration which we will work ardently to correct.In light of the above, we have offered Mr*** a credit for two months of G Suite, ***’s business email service, which is significantly more robust, secure, and customizable than the complementary email service that we had until now been providing for his businessIn addition, this service is able to support any potential transmission of sensitive health-related information, given the nature of Mr***’s business, and also in compliance with Bluehost’s User Agreement, Section 3, which specifically disclaims and advises against the storage or transmission of such material within our hosting serviceThis credit of two months’ worth of G Suite amounts to a total value of $300.Additionally, in order to compensate Mr*** appropriately for the extended period in which his website was offline during its transition to the new hosting environment, we have also offered a credit for one month of VPS hosting, valued at $35.99.While we acknowledge that no compensation, no matter how extensive, can replace the time and business opportunity that Mr*** and his associates may have lost during this encounter, we feel that what we have offered in the foregoing represents an adequate and commensurate effort to restore his trust in our organization to furnish the excellent service that we strive to offer for all customers at Bluehost.Thank you,Bluehost Customer Relations

To Whom It May Concern,We respond as follows to this complaint.Ms*** * *** contacted us on April 11, at 10:AM regarding outages on her VPSASO first attempted to restore a backup to the customer's VPS, and this restore was unsuccessfulFurther investigation uncovered that the
customer's VPS had disk corruption that was interfering with operationOn April 12, at 12:PM an additional attempt was made to repair, which was also unsuccessful.On April 13, at 10:AM, we restored the customer's account to completely new hardware, and attempted to call the customer to walk her through changing her nameserver IPs to ensure that the sites would resolve in the new location, but were unfortunately unable to reach Ms*** by phone at the number providedWe continued to reach out as well as provide a number for Ms*** to call a supervisor directly, but we were unfortunately never able to connect directlyI am attaching the ticket to document the course of events.ASO did fully resolve the technical issue relating to the disk corruption by providing a new VPS, and attempted diligently to contact the customer regarding assisting her with properly changing the nameserver IPs so that her sites would fully resolve to the new locationThis does appear to have taken place though the customer did not directly confirm, as the site is currently updated and resolving to the new location:IP information ***Location ***, North Carolina, United States (US) flagIP address ***Reverse DNS (PTR record)***The governing Terms of Service does limit ASO's warranty and liability to no more than one month of service credit for interruptionsThe customer was issued a two months' credit ($60) on her account as we do recognize that hardware failures can be a very frustrating aspect of web hosting, and we wanted to truly express how deeply we empathized with the situation in addition to ensuring that we fully corrected the situationThe Terms of Service is additionally attached.Thank You,Asmallorange Customer Relations

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. Revdex.com I thank you greatly for your assistance in this matter and respect the work your institution carries out daily. Ps I will never use Domain.com again
Regards,
*** ***

To Whom It May Concern, We respond as follows to this complaintA Small Orange (ASO) was undergoing repair and maintenance on our servers between December 25th and January 5th Unfortunately, Mr***'s account was affectedDue to this maintenance we had an increase in support
contacts and our availability to assist Mr*** in our standard time frame was impactedA member of ASO's Senior Management team attempted to reach out to Mr*** on Friday, January 14th and left a message to try and resolve this issueWe were unable to reach Mr*** but he is welcome to contact the management team by calling ***Due to the experience Mr*** faced during the maintenance of the server we have added Priority Support to the customer's account at no charge to ensure that his tickets will be answered quickly even in the event of a larger network issueFurthermore, we have identified and corrected the issues reported with our new chat system that caused such frustration during Mr***'s interruptionFinally, as a gesture of goodwill, we have refunded Mr*** the $he requestedWe hope that this amicably resolves the situation and look forward to continuing to provide services to Mr*** in the futureThank you, A Small Orange Customer Relations

To Whom it May Concern,We respond to this complaint as followsMr*** *** attempted to transfer his domain to a third party provider but the transfer was being declined due to a Day IRTP Transfer Lock being enabled by the registrarDue to ICANN's new Transfer Policy update effective as of
December 1, 2016, his domain became locked from being transferred for days upon a registrant contact updateWe have been able to resolve this complaint with Mr*** *** by being able to prove to the registar that he attempted to opt out of the Day IRTP Transfer Lock upon updating his registrant contact information and we were able to get the day lock disabledMr*** ***'s domain has now been transferred to his new providerWe attempted to contact Mr*** by email on February 23, and by phone on February 24, to ensure all of his issue have been resolved appropriately but have not received a reply from him at this timeIf he does not feel his issues have been fully resolved at this time or has further concerns he can contact us and we would be more than happy to assist him. Thank you,MyDomain Customer Relations

Response to the Revdex.com sent:To Whom It May Concern, We respond as follows to this complaint: We had someone from our advanced support management team reach out to Ms*** via telephone, however we were greeted by Ms***s voicemailOur advanced support manager left a voicemail letting Ms*** know why we were calling and that they would be sending her another to explain the situationWe have sent an email explaining in depth the steps to move forward.Thank you,BlueHost Customer Relations

To Whom it May Concern,We respond to this complaint as follows.On February 08, an email was sent to Mr*** *** advising him that the year iPage Hosting Package - The Essential was moved to his new account '***' from his previous account '***com' and would renew at
$for years on 04/12/Mr***'s previous account '***com' was setup on April 28, and he signed up for the year iPage Hosting Package - The Essential. Upon signing up for an account as well as logging into an account with iPage Mr*** agreed to our Terms of Service which authorizes us to automatically renew using the credit card on file "I.YOU ACKNOWLEDGE, AGREE AND AUTHORIZE US TO AUTOMATICALLY BILL AND/OR CHARGE ON YOUR CREDIT CARD FOR SUCCESSIVE TERMS OF EQUAL LENGTH AS THE INITIAL TERM, UNLESS TERMINATED OR CANCELLED BY EITHER PARTY AS PROVIDED IN SECTION."Please feel free to review our full Terms of Service if you have any further questions - ***
On March 13, an email reminder was sent to the email address on file (***) to remind him of the upcoming automatic year hosting renewalThis email also advised "All plans and products automatically renew unless you cancelThe renewal will be for the same term length at the regular rates reflected belowThe payment method that we have on file will be used for renewals, unless you change it or cancel." Then on April 12, the credit card on file in Mr***'s account '***' was charged in the amount of $for the year renewal of his iPage Hosting Package - The Essential. We were not contacted until May 02, 2017, when the account was set to not renewAs the account had already renewed for years, this set the account to not renew for the next term which would have been On May 19, we were notified by Mr***'s bank of a chargeback dispute filed for the charge of $for the year renewal of his iPage Hosting Package - The EssentialWhen a chargeback is filed the bank takes back the money charged which in turn puts the product in a default statusDue to the chargeback being for Mr***'s hosting plan, this action then suspended all of his hosting services until it was paid back, the dispute was dropped or the service was cancelledUnfortunately, as the chargeback amount was not paid back or dropped nor was the hosting plan downgraded to a Domain Parking only account, the account was canceled. The domain name '*** is still currently registered to Mr*** until 09/24/We have gone ahead and created a new account with a Domain Parking plan so that Mr*** may be able to access and manage this domain nameA Domain Parking plan is a free plan that allows you to be able to manage your domain name(s) (ex..domain renewals, nameserver changes, contact changes, etc..) but does not include any hosting services (exemail and website)We have provided Mr*** with his new username and have sent him the information to log into his new accountWe not received any replies from Mr*** at this time to confirm that he feels this matter is resolvedIf Mr*** has any further issues or concerns that he feels have not been addressed he can contact us and we would be more than happy to assist him. Thank you,iPage Customer Relations