MDR (Painting the Town)

I have tried to reach the company but we keep missing each otherI do not want the case closed until we resolve verbally on the phoneI need this resolved or they can refund the money back.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 # ***
Regards,
*** ***

Good Afternoon,We were sorry to hear about the frustrating experience with us and have since had a chance to review the interactions in more detailAfter review, we understand that Ms*** had trouble submitting a form and see that while we attempted to provide advice on how to successfully
submit the form, we also offered to handle the submission on her behalf if we could be provided with the detailsUnfortunately those details were never provided and we did not hear back on the matter.Onto the concern that *** is not responsive to our complaints - we do engage with our customers through the Revdex.com and continue to look towards expanding our engagement through other well respected outletsUnfortunately there are simply too many review sites for us to keep with all of the responses we receive, but we do expect to continue addressing more and more outlets as our business and staff growsFinally while we do partner with ***, a direct comparison cannot be made as the companies include differing levels of support and services.Next, we understand there was a concern that Ms*** was unclear on what was charged for servicesWhile we do not immediately send e-mail notifications, we do provide a billing system where all invoices can be reviewed and printed as neededIn regards to the cancellation request, we must clarify that Ms*** actually opened different e-mail threads requesting cancellationEach time a new e-mail thread is opened, we reply once to the ticket asking for our customer to reply back to prevent e-mail spoofingWe understand this was frustrating for Ms*** however it could have been avoided by submitting just a single request and this process is for the protection of our customers.Moving on to the refund request, at no point did we state we would not refund the payments but the ticket was not worked yet as we do handle our tickets in the order they are receivedAt this point we have now processed the request and have provided a refund in the amounts of $and $As of June 24th, we have completed our end of the refund and typically we see that refunds take anywhere from a few days up to a week for the receiving bank or financial institution to process the amount back into the balanceWe hope this fully resolves the concerns raised but if we can be of any further assistance, please let us know and we'll be glad to help

To Whom it May Concern,We respond to the complaint as followsMr*** contacted us on December 5th, 2017, regarding his hosting plan renewalOriginally Mr*** purchased our VPS Standard Web Hosting for one month on September 14th, 2017, making the hosting renewal the 14th of every month
Furthermore, the account was set to auto-renew which means it renews prior to the 14th so as the website does not go down unless there is no accurate billing information on the account or the customer's bank denied the charges. When Mr*** renewed the hosting on December 5th, 2017, it continued from the original plan that was purchased on the account causing the hosting plan that expired for lack of payment to continue as normalThis would not change the hosting plan expiration date as it is not a new plan but the same hosting plan just renewedThus keeping the renewal date of the 14th for each monthWhat this means is that when the plan reached its due date the website was still being held on our servers by the grace period which allows customers to pay for the plan renewal in which they were overdue thus bringing it back to non-overdue status. As previously stated we are unable to change the hosting expiration date without changing the hosting plan entirelyNor are we unable to provide a refund or a pro-rated refund since the hosting service plan was not changed. We would like to take this time to apologize to Mr*** for the confusion and frustration this has caused and look forward to working with him in the future. Regards,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.
Regards,
*** ***

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 respond to this complaint as followsMr*** ***'s bill date for his year renewal of his hosting plan was due on December 14, An email reminder was sent to him on November 14, to advise him of his upcoming renewal date for his hosting planSeveral
attempts were made to renew his hosting plan with the credit card on file but unfortunately failedHis hosting plan renewal date was on December 29, and on January 05, his hosting was suspended as the renewal payment had not been made by this date. Mr*** chose to make his hosting renewal payment by mailing in a personal check dated December 23, When services are paid by personal check it does take up to 3-weeks for our finance team to process and apply the payment to their accountFor this reason we advise checks to be mailed at least weeks prior to the bill date(days prior to the renewal date) to prevent any lapse in servicesUpon receiving this complaint we had already received Mr***'s check payment and his services had been restoredWe contacted Mr*** on January 19, to advise him of the information explained above. Thank you,FatCow Customer Relations

To whom it may concern:We respond as follows to this complaint. When a prospective customer of iPage adds a hosting package with a free domain to their shopping cart, they are given the option to add additional or less years to the domain registration before checking outThe 2-year option is
checked automatically, so the customer would have to manually choose the year registration before checking out or they would be charged for the additional yearsWhen this domain was registered a year ago, there also would have been a disclaimer during registration that has since been removed that specifically stated that hosting plans only included a 1-year registration. A receipt is sent via email following successful purchase of the hosting package and domain documents the purchase date and the next renewal date of the domain nameThis receipt is also available at all times through Billing Central, which is required to be checked by the customer through our User Agreement. Domain Central is also available at all times, and serves as a self-service domain management interfaceThis area of the customer's account would indicate from the date of registration how many days are left on the registration. While we do understand and apologize for ***'s confusion, we hope that this information has helped clarify why the domain is set to renew again after one year. Regards,iPage Customer Relations Team

We will refund the charges for 'Domain Privacy' to the customer's *** accountThank you!

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,
*** ***

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 # ***.
Whereas iPage did eventually refund the double-charge, it has now removed my ability to manage the domain, such that I am unable to transfer it away from them. It took hours on the phone and chat to get the completely unauthorized charge refunded. I would like them to assist in the transfer process, as they are legally obligated to do, in order to fully resolve this situation. My experience with them has been beyond frustrating, having lost another domain name in a similar manner approximately a year ago. I will not be satisfied until iPage assists, without additional, significant commitment of my time, in unlocking this domain, providing the transfer key, AND/OR in advising me what they have done to make it impossible for me to do this myself.
Regards,
*** ***

We agree with the customer about removing malware as soon as possible to limit the impact on other internet usersWe thank him for taking the matter seriously and removing the infected files from his web siteThere was some confusion about the expectations, and we now clear that he did not expect us to disable our entire DNS; he just wanted us to redirect his site temporarily.In the meantime, just this morning, the conversation with the customer has improved and we believe the issues have been resolved. The customer is welcome to contact us back if he needs further assistance

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response did NOT satisfy my issues and/or concerns in reference to complaint #***. However, it is also true that by quickly swapping my network access cable modem and router the problem, since the complaint, has been further avoided and is therefore resolved by our action. To date I am not in receipt of an adequate explanation for why my traceroutes stopped on their doorstep during my access outage.Bluehost's technical support is very inconsistent and is frequently manned by obviously inexperienced and untrained personnel. For issues that affect the webmasters (which I am) of sites hosted by Bluehost, they must provide better, quicker, more competent technical support. For me, that means a dedicated support person (at their tier or above) and a direct phone line to them.Regards,
*** ***

To Whom it May Concern,We respond to this complaint as follows. We are working to create an effortless experience for our customersAs we work toward this goal we are currently trying to locate ways to resolve customer issues in real time with a web advisor instead of having to wait for a
resolution.After evaluating our customer's feedback we have found that ticket support is our customer's least favorite support channel due to the long resolution timeAs such we made the decision to discontinue ticket support and are working to improve our self-help options, as well as, decrease wait times to speak with our web advisorsWhile we understand this may not be in the best interest of all of our customers, we feel it is the best way to offer an immediate resolution. When an issue cannot be resolved immediately with our web advisors, a web advisor can escalate a ticket on the customers behalf to the appropriate team to investigate and resolve the issue at hand as customers can no longer escalate a ticket themselvesOur ticket resolutions generally take 24-hours to be resolved to allow us the time to investigate and the ability to try to assist all of our customers in the most efficient way possible.On Tuesday, March 28, 2017, a call was made to Mr*** *** but unfortunately, he was busy at that time and could not talkFollowing the call made on March 28, 2017, we have sent emails to Mr*** requesting a good day and time to call him again to discuss his feedback and address any outstanding issues he still may have with his account but have not heard back from him at this timeIf Mr*** *** has any concerns he would like to discuss we would be more than happy to assist him. Thank you,WebHost4Life 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.
Does not address concerns raised whatsoeverEntirely counterproductive and unhelpful responseWill be following up further. Regards,
*** ***

To Whom It May Concern,We respond as follows to this complaint.We have reviewed Mr. [redacted]'s account and contact history with us and can confirm Mr. [redacted] contacted our support team on June 24,2016 regarding an issue he was experiencing with his site builder in which the representative he spoke...

with assisted him on his inquiry. Mr. [redacted] then asked for his plan to be changed from the "Website Gold Plus Hosting" plan billed at $24.99 a month  to the "Websites Business package" billed at $20.99 a month due to the issues he was experiencing. Per Mr. [redacted]'s request, the representative changed his plan accordingly. However, we can confirm that we did not receive any contacts from Mr. [redacted] regarding technical issues he may have been experiencing within the past two years prior to his contact made to our support team on June 24,2016. Per our terms of service, we are able to refund charges that occurred within the past three months however, as a gesture of goodwill and due to the inconvenience we have refunded Mr. [redacted] for charges that occurred within the past four months toward the 'Website Gold Plus Hosting' plan for a total of $99.96. The refund was processed to  Mr. [redacted]'s credit card on file and can take up to five to ten days to appear in Mr. [redacted]'s bank account. Sincerely,Homestead 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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. As requested by Ipage, I have cancelled the complaint with [redacted] in order for them to process my remaining refund.
Regards,
[redacted]

We resolved this issue with customer via ticket [redacted]. We have processed the following refunds, also [redacted] will retain ownership of all three domains.[redacted] Renewal refund processed $17.49 (8/4/2015)[redacted] Renewal refund processed...

$17.49 (8/4/2015)[redacted] Renewal refund processed $11.86 (8/4/2015)Thank you!

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].  
Most of this response is factually inaccurate and grossly misrepresents what transpired. Additionally, there are several dozen correspondences on my behalf and our attorney’s behalf which are completely left out. I have record of over 100 emails and phone calls between June 2017 and December 2017 trying ardently to resolve this issue which are completely left out of [redacted]’s response to this complaint. In fact, this response to our complaint is BY FAR the most time and attention [redacted] has given to the matter in the last 9 months.I initially reached out to [redacted] on June 19th, 2017 and told them that a disgruntled employee, immediately after being terminated, had locked us out of our control panel by logging in and changing our Admin password. After several calls and emails to people who were explicitly unable to understand nor solve the issue, it was finally escalated to the ownership team. No one besides outsourced, foreign tech-support can be reached by phone. Emails go unanswered for days and even weeks. No one who responds by email includes their last name or even a position within the company. We sent the ownership department exactly what they requested, and they said that it would suffice to prove that we owned the account, but not the domain. I have record of when the employee transferred ownership and payment of the domain to himself one month before he was fired. I have the email confirmation to him reflecting this. I used the same mechanism to transfer it back to our company after he was fired yet that one action is the only evidence that there is dispute over ownership. We paid the account for three years except for that one month the ex-employee switched it. The ex-employee and his attorney maintain that he relinquished any perceived ownership back in July 2017. [redacted] has offered nothing indicating otherwise.Our attorneys sent a Letter of Preservation with an anti-spoliation demand to [redacted]’s legal department which went ignored by [redacted] in June/July 2017. [redacted] was complicit in allowing a disgruntled ex-employee to have sole access to our account for exactly 15 days wherein he deleted sensitive company information, including emails implicating himself in illegal activity. Despite being assured over the phone by tech-support that those emails could be recovered, I was later told that (conveniently for the ex-employee) emails cannot be recovered more than 14 days after deletion. Fortunately, I had the foresight to download and make backup copies of these emails which are now gone forever from our account according to [redacted].[redacted] now says, for the first time, that the documents we submitted couldn’t be accepted because we had no record of residing at a previous address. This is a blatant lie as our 31-year-old company has extensive records (bills, mail, work orders etc.) of doing business at all addresses we have ever occupied. We provided them with records of residing at our previous address; I still have the emails and attachments. These same records were resent by our attorneys to their legal department at that time.[redacted] is deferring to their “policies” as a means of deflecting any responsibility for applying critical thought to the situation. This is best evidenced by not allowing any of their employees to discuss the issue over the phone, but instead offering cut and paste sections of their policy ad nauseum via email in response to our pleas for help. Most email responses completely ignored the questions I asked or grossly misunderstood my clear communication attempts.Now, here we are exactly one week after providing them with exactly what they requested, a notarized letter signed by both parties with color copies of IDs at great time and expense to our company, and I have no response from [redacted] even confirming receipt of the email/attachments, much less acting on it and restoring access to our account, domain, files, emails etc. This utter lack of communication is indicative of all communication attempts to resolve this problem. No response, no action, no assistance, just asking us to jump through hoops to no avail. Conveniently, there is no way to leave negative feedback about [redacted] anywhere online except through the Revdex.com.
Regards,
[redacted]

To Whom it may concern.We respond to this complaint as follows.At this time we are reviewing Ms. [redacted] [redacted]'s account to ensure we address all of her concerns provided in this complaint and will follow up with Ms. [redacted] once we have completed our...

review. Sincerely, Startlogic Customer Relations

To whom it may concern,We contacted [redacted] via email on May 20th, 2016 to gather more information on his complaint. [redacted] responded to the email and provided us with more information. Although, we have never received notice requesting to close the account until recently, we have refunded...

the past 3 years of charges. [redacted] is welcome to contact us for further information. Regards,Netfirms Support