MDR (Painting the Town)

On August 17, 2015, malicious files were found on the customer's account during a routine scan and we provided the customer with hours to remove the filesAs we did not hear back from the customer within hours, we temporarily suspended his website to avoid issues for visitors to his website
and to prevent further damage to the website.On August 23, 2015, the customer contacted us and purchased SiteLock and SiteLock Fix, which will automatically remove any malwareIt appears the SiteLock tool was not configured correctly to point to the root directory of the accountInstead, SiteLock was only looking for malicious files in the /htdocs/ folderUnfortunately, there were malicious files outside this folder and this configuration issue delayed the removal of all the malware from the customer accountOnce the configuration was corrected, the malware scan came back clean and the customer's account was re-activated.As a gesture of goodwill, we have refunded the customer for SiteLock and SiteLock Fix, for a total of $182.59, due to the configuration issue

To Whom it may concern, We respond to this complaint as follows.At this time we are looking into the issues that Mr*** has experienced with his website(s) as we would like to ensure that a permanent solution has been providedWe will reach out to Mr*** via the ticket
(***) in regards to this matter. Sincerely, ReadyHosting 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.
They are rude and don't care about customers the agent did say that and they don't care
Regards,
*** ***

To Whom It May Concern,We respond as follows to this complaint:We reached out to Mr*** both via telephone and the email listed on the complaint on September 23, Upon the customers rejection through the Revdex.com response, we have reached out again to both the email listed on the complaint and the email listed on the account about moving forward with the discount processWe have also given Mr*** information about available backups for his website.We requested that Mr*** responds to our email in order to proceedWe have also notated his account requesting this as well if he reaches out to support regarding this matter.Thank you for bringing this to our attention.BlueHost Compliance Team

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. I did receive a message from Netfirms and I replied back with my arguementThey renewed days ahead and charged my credit card for hosting a site that I never publishedThere were no files no contacts or any activity ever so what was Netfirms renewing?
Regards,
*** ***

Dear Revdex.com of Boston,Netfirms has restored my websites, and while I still feel they’ve treated me unfairly as a customer, I’m thankful that my websites are back online and operational, so I would like to consider this complaint “resolved” for the sake of peace.Thank you very much for your time and
help, and I hope the winter there isn’t treating you guys too harshly.Take care,***

We believe the issue with the VPS server has been resolved at this timeAs a show of good faith we did add two months worth of hosting credit for this inconvenience

Greetings,We were sorry to hear Mr*** has had such a frustrating time receiving assistance with his account and appreciate the chance to look into these concernsIn regards to the recent downtime impacting both our site as well as our customers, this was related to a very large DDOS attack
which also took down many major sites such as ***, *** and others. We worked as quickly as possible to transfer all DNS services to an alternative provider but regrettably this did take time to move such a large amount of services and then allow time for the changes to propagate across the internetMore information on the scope of this attack can be found here : ***We also understand that our wait times have not been what they should be lately and this continues to be our main area of focus in order to bring our response times back down to what we and our customers expectAlthough it is true that more complex issues need to be handle via support ticket rather than by our front line agents, we will be reviewing the related chats and tickets to ensure a more positive experience moving forward.At this point we have offered a call to Mr*** if he'd like to discuss any concerns further and have worked with him via e-mail to provide a refund for unused services, but if we can be of any further assistance, please let us know

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 # ***Due to a family situation, I was unable to respond until Mon Feb 2017; email sent at hrs EST
Regards,
*** ***

To Whom it May Concern,We respond to this complaint as followsMs*** *** contacted us on 1/to confirm that her domain was set to manual renewal and it would not renew upon expiration dateWe did respond confirming that the domain will not renewThe charge that the customer was billed
for on 1/was for the renewal of her hosting, this is seperate from the domain name and this was still set to auto renewMs*** *** emailed our billing team on 1/to stating that she did not want her account to renewWhen canceling a customer’s account, we have a strict policy to review a checklist of items and ask for confirmation to officially cancel the account canceled (because in most cases this is irreversible)We received final confirmation from customer on 1/30/We then canceled the customers account on 1/30/and submitted a refund for $Customer was emailed confirmation of this on 1/31/2018. In closing, a full refund of $has been issued back to the card on file and the account had been canceled, as requestedWe would like to sincerely apologize to Ms*** *** for any inconvenience this matter may have caused him and would like to thank her for allowing us to correct this issue.Regards,Blushost 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.
Regards,
*** ***

Greetings,As per our homepage, we do state that a $charge will be assessed if our customer cancels but chooses to keep the domain nameAs we understand Ms*** does not actually want the domain, we have refunded the $charge back to the card used.We hope this resolves any concerns
raised but if we can be of further assistance, please let us know

The customer's account was compromised sometime
before September 26thWe tried
performing several restores from dates suggested by the customer to no availIn addition, the customer wanted us to bring "DNS Down"The customer is on a shared server so we can't bring the DNS down as it would
affect other sites on the same server
It appears that the ticket was addressed by our team on Saturday and is pending reply from the customerHis site does scan cleanThe customer can reply back to the ticket if he requires further assistance

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,
*** ***

To whom it may concern:We address this complaint as followsMr*** contacted the support team on June 3, demanding a refund for the renewal of the domainThe support team stated that domains are a non-refundable productMr*** then reached out on Social Media expressing how
frustrating the situation wasWe then agreed to refund the $for the domain being renewed. If Mr*** has any other questions, they can feel free to reach out to us.Regards,*** Customer Relations

To Whom It May Concern,We respond as follows to this complaint:On September 8, 2017, Ms*** contacted the Revdex.com to inquire about her experience with her *** servicesAfter reviewing the account we found that on September 11, the *** agent in charge of her service was
made aware of a mistake and attempted to call Ms*** to make the correctionFrom then on, the agent made multiple attempts to contact Ms*** through both Phone calls, and emailsBecause we were unable to reach Ms*** and proceed with the services paid for, we have agreed to cancel the services and issue a full refund in the amount of $USD to the Credit Card chargedMs*** will see the refund on her account within the next 5-daysThis will depend on her financial institute. Thank you again for bringing this matter to our attention. Regards,BlueHost Customer Relations

To whom it may concern,We respond as follows to this complaint.On Mr*** *** set up two (2) month plans 07/20/for the amount of $eachMr*** called on 7/24/requesting the plan be upgraded to a month plan instead of a month planThe agent
cancelled and refunded one (1) of the plans in the amount of $and upgrading the services to a month planThis generated an invoice in the amount of $which was never paid, and subsequently suspending the month plan for nonpayment. After careful review, eHost is in agreement with Mr*** that a refund in the amount of $is still owedOn 8/24/the refund was processed back to the *** account, and the subscriptions for both plans are confirmed cancelled. There is still an active service, and if Mr*** wishes that cancelled he will need to contact support for the request.Sincerely,eHost customer relations

To Whom It May Concern,We respond as follows to this complaint:On March 2, 2018, Ms*** contacted the Revdex.com about the recent charges on her accountAfter thoroughly reviewing Ms***s account we have confirmed that Ms*** was set to be billed for the WP essentials package at
$USD for a 2-year termThere was no payment method listed on file, therefore Ms*** received notice emails stating that the renewal could not go through and provided further information about the importance of keeping a copy of any files Ms*** may have wanted as these would no longer be available upon expiration of these services.After Ms*** filed the complaint, Ms*** contacted our Support team and a payment method was added to the accountMs*** spoke with a support agent who downgraded her hosting package from the WP Essentials to The Essential packageAdditionally, Ms*** was given a refund for her SiteLock services in the amount of $USD.Currently, Ms***s hosting is set to be manually renewedHowever, Ms***s domain name is still set to be auto-renewedThis can be updated to a different option from within Ms***s Domain Central. Thank you for bringing this to our attention.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 # ***. First, I am proud to know they have finally resolved this issueI feel this issue should never have taken two months to resolve and miraculously was only resolved after I filed a complaint with the Revdex.comI appreciate the offer of $but they aren't "giving" me anything since they continued to charge me for the two months that my website was down due to their errorThey collected more than that during the two months my website was unavailableThey even sent me other emails during this time that my website would be suspended if I didn't make another paymentThey say that I would be paying for the couple of services that did work except those did me no goodThe only thing that was available was the weebly platform which doesn't do me any good without EcwidAll of my products are in Ecwid and since they weren't available then no one was able to view them or place ordersI lost a HUGE amount of money during these two months due to my website being downIn addition, they only seemed to care about me paying them and I was never able to be in contact with anyone that knew what was going onI was only able to speak to the live chat which only handles sales and billingI'm not asking to be reimbursed for two months of lost sales but "giving" me $due to my inconvenience is ridiculousThat doesn't even cover what I paid them for the two monthsAs I said before, this company only seems to be concerned with taking money and not in providing customers with a usable productI am extremely disappointed in their service, my treatment during this process and their response to my issue. In addition, it is MR*** as is stated on all forms filed during this process and on all forms Ipage has on file too
Regards,
Mr*** ***

To whom it may concern, We respond to this complaint as followsMr.** contacted us on December 13th, regarding an issue with his databases, the repair function available in the account was unable to resolve the database corruption and required further investigationTicket ID
*** was created on Mr.*** behalf for one of our senior technicians to investigate the database corruption and repair itAs of December 14th, one of our technicians confirmed that they had repaired the databaseWe contacted Mr.** via the ticket ID listed above to confirm if the issue was resolved and he was able to confirm that the database issue has been resolved. We have given Mr.** a one time compensation of two months of free hosting for his VPS accountIn closing we would like to thank Mr.** for his patience and understanding throughout this process, and we look forward to working with Mr.** in the future. Regards, Bluehost Customer Relations