MDR (Painting the Town)

We have submitted the check refund for $131.88. Please allow approximately 45 days to receive the refund check.

According to our records, we sent renewal notices to thecustomer (see below) and the domain was set to manual renewal. The domainexpired on May 20, 2015. Customer paid $11.49 for the renewal of the domain onMay 26, 2015 but the domain renewal process failed. The customer did notcontact us about the...

issue until July 3, 2015 and by that time the domain wasin redemption status. According to our policy, the owner of the domain namemust pay a fee to remove the domain from Redemption, as well as one year ofdomain renewal.  The redemption fee isnormally $99.95 but we have agreed to reduce the price of the redemption to $45as a gesture of goodwill. The customer must authorize us to charge his [redacted]account towards the redemption fee, so that we can retrieve his domain fromredemption. We will wait for further feedback from the customer on this issue.30-MAY-2015 21:18:5710 Days After Expiry end-user renewal reminder message sentto [redacted]23-MAY-2015 21:18:453 Days After Expiry end-user renewal reminder message sentto [redacted]15-MAY-2015 21:19:015 Day end-user renewal reminder message sent to[redacted]20-APR-2015 21:19:3030 Day end-user renewal reminder message sent to[redacted]21-MAR-2015 21:19:1960 Day end-user renewal reminder message sent to[redacted]

Revdex.com:Thank you for your assistance communicating with Endurance International Group. We are at an impasse and I would respect your decision to file this as unresolved. We could leave it at that.  I did communicate with the company as I said but I am at a loss for not recording dates as I usually do.I have the option to drop their service and to not include them among my recommendations to students as a web service. I am glad we have organizations such as the Revdex.com to mediate.  This helps consumers and businesses alike. I hope Homestead/Endurance formally joins the Revdex.com to be transparent. If they really are effective in customer service/community relations it will help them stay viable.Sincerely,[redacted] 
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. Regards,
[redacted]

To Whom It May Concern,We respond as follows to this complaint. Pursuant to [redacted]'s billing policies, we bill Domain Privacy automatically and separately from the domain renewal. It is essentially an add-on service and would need to be cancelled manually with a support representative. Our...

records indicate that we were not contacted to discontinue the automatic billing on this service. We understand the confusion, and have processed a full refund and cancellation for the two Domain Privacy renewals charged on 03/31/2015. We also confirm that the two domain renewal charges processed 03/06/2015 were refunded in full in March.Thank you,[redacted] Customer Relations

To Whom It May Concern, We respond as follows to this complaint.Mr. [redacted] issued a formal Revdex.com complaint on 2/15/2016 regarding a charge that he had incurred from our company. This charge amounted to 155.40. Mr. [redacted] was under the impression that this charge was for the renewal of domains...

that he had requested to not renew. When Mr. [redacted] investigated this charge he was informed that we do not refund for domain charges. The domains in question had in fact not renewed and where going through the end of their life cycle’s, which restricted access to these domains. All of this lead Mr. [redacted] to believe that we had renewed his domains, against his will, refused to refund, and were holding his domains. This was not the case. The cost of 155.40 was actually to renew his hosting plan. We have since reached out to Mr. [redacted] and clarified the details of what actually happened. In an effort to rectify the frustration this confusion has caused, as well as the customer service experience Mr. [redacted] has been subjected to, we have offered to place goodwill credits on his account and renew him into a discounted hosting plan. The amount of credits we placed was equal to three months of his original hosting costs, or $38.85. The plan we renewed him into was for $69.24 for the year. Since we swapped out his plan close to its renew date we were able to prorate a refund for the $155.40 and place it on his account in the form of credits. This prorated refund amounted to $70.97, adding that to the $38.85 already on the account leaves $109.82 in goodwill credits for the customer. The amount of $109.82 was unforeseen in our initial calculations, Mr. [redacted] had accepted the offer of the goodwill credits and the discounted plan, but was not aware of the prorated refund. I have notified him of this additional amount explaining that he will be able to use that for is future hosting costs or product purchases.

The customer initially paid us by credit card and asked us to issue a refund by [redacted]. We have submitted the request to refund the customer by [redacted] but this process is handled manually by our Finance team and it will take up to 10 business days to process.  If the customer has not received...

his refund after 10 business days, he should contact us back and we will check our records to ensure the refund has been posted to his [redacted] account.

To Whom it may concern, We respond to this rebuttal as follows.First, we would like to sincerely apologize for our mistake in referencing Mr. [redacted] as Ms. [redacted]. In addition, we have reviewed the billing activity on Mr. [redacted]'s account and can confirm there were attempts to charge the credit card on file ending in [redacted]  in the amounts of $56.89 and $26.24 in the month of March 2017 for the services listed below which were past due for the month of February however, our records show that the charges did not go through due to the credit card being declined. Weebly Premium Drag and Drop Builder - $9.95The Essential -  $11.99E-Commerce Unlimited  - $34.95Weebly Website Builder - Business -$26.24Upon further review of the billing activity it appears Mr. [redacted] currently pays his hosting and additional features monthly.  We can confirm Mr. [redacted] was charged successfully in the month of April 2017 for the past due services listed above as well as for the monthly charges that were due in the month of April (listed below). The total amount charged was $105.07 which we have refunded on May 14,2017 back to the credit card charged ending in [redacted]. The Essential - $11.99Weebly Premium Drag and Drop Builder - $9.95We have reviewed Mr. [redacted]'s account and contact history with us and have determined where it is that we could have done a better job at assisting Mr. [redacted] with this issue in a more efficient manner. We have notated Mr. [redacted]'s feedback as well shared his comments with our executive management and engineering teams so that we may improve on how we respond to these scenarios going forward. We do apologize for the frustration and inconvenience this experience has caused Mr. [redacted] and ask that Mr. [redacted] respond to the ticket ([redacted]) should he have any additional questions or concerns.Sincerely,iPage Customer Relations.

To Whom It May ConcernWe respond to this complaint as follows. [redacted] contacted us on February 19, 2016 regarding her account still being active and being charged for an account she thought was cancelled.Ms. [redacted] contacted us on May 10, 2015 to cancel the account. We had asked her to confirm she...

wanted us to cancel the account and delete the files. Unfortunately, Ms. [redacted] did not realize this was asked of her and did not respond. This is why the account continued to bill.On February 19, we reached out to her and advised we would contact her on February 22 to confirm what we could/could not refund.On February 22 we contacted Ms. [redacted] and advised we could refund her the full amount she was seeking ($1175.51). She stated she was able to recover $768.81 from [redacted] for transactions from 08/24/2015 - 01/05/2016 and asked us to refund charges of $492.71 from 05/20/2015-08/05/2016.At this time the account is closed and Ms. [redacted] has received all funds requested. Furthermore she has confirmed this issue has been resolved.Regards,iPower Customer Relations

To Whom It May Concern, Mr. [redacted] [redacted] contacted us to have his account deleted on 08/05/2014. He was informed that his account was set to just delete after his hosting term ended. This was not the case. Mr. [redacted]’s account actually renewed for three years at the regular rate resulting in a...

$394.20 hosting charge and two $35 overdraft fees. Per Mr. [redacted]s request were able to process his refund of $394.20 on 1/28/2016. After this his request had to handed off to a higher tier to approve his request for a refund of the overdraft fees. On 2/5/2016 I was able to process his final request of $70 for his overdraft fees. Our stance on this issue is that we have processed all of the requests are within our scope of support, but are willing to work with Mr. [redacted] if he needs anything else. Regards, [redacted]Customer Relations

To Whom It May Concern,We respond as follows to this complaint. Ms. [redacted] purchased 16 domain names on November 17, 2016. At that time we were having a sale of $1.99 for the first year registration of a new domain name. After selecting the 16 domain names she wanted to registered she chose to...

create a new account. When registering a new domain name, at the checkout screen it defaults to a 2 year registration in a drop down menu to allow customers to easily see they can register their domains for multiple years. Ms. [redacted] stated when she got to this screen, she changed the first domain to a 1 year term and then a pop up screen came up asking for her contact and billing information which she assumed was to create the new account. After entering all of the information, she thought she would then be able to change the remaining domains to a 1 year term but instead received a thank you for your purchase message. Ms. [redacted] called our support team after this to request an adjustment to this purchase as she was not planning on spending $301.69 on the domains. She was advised it is our policy that domain registrations and renewals are non-refundable as we are unable to take back the registration from the registrar once complete. Upon receiving this complaint, we spoke with Ms. [redacted] by phone on November 22, 2016 and advised her of the reasons for our policy. We attempted to replicate the experience Ms. [redacted] had when registering her domains as this is not how our checkout process works when registering and starting a new account but we were unable to replicate the same issues. Our engineering team is continuing to research the issue she experienced in attempt to replicate and ensure there are no bugs with our checkout process. We were able to come to a resolution with Ms. [redacted] by offering her, as a one time courtesy, to refund back to her card for half of her purchase in the amount of $150.85 as well as a $40.00 account credit. Thank you,iPage Customer Relations

As a gesture of goodwill, we have waived the redemption fee. We have submitted a request to our registrar team to redeem the domain and renew it for 1 year.

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. 
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. 
[If  Unacceptable response. Proactively disabling my account was not requested nor resolves the dispute. Will be following up with further action against EIG. Have a nice day you are rejecting the business's response please enter your rejection comments here.]
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]. Regards,
[redacted]

To Whom It May Concern,We respond as follows to this complaint.[redacted] initially contacted iPage on October 8th, 2014 to register the domain name [redacted].com.  When agreeing to the Terms of Service by making the purchase, the domain name is automatically set for automatic renewal....

 This service can be changed inside of the customer’s account and switched to manual renewal which will prevent the customer from automatically being charged.The customer’s domain name was renewed both on September 23rd, 2015 as well September 23rd, 2016.  Prior to the second renewal date, the customer had requested to cancel their account as they had also utilized hosting services.  While the account was downgraded and the hosting was cancelled and set to not renew, the account itself was never cancelled and the domain name remained on automatic renewal.  While we do not provide refunds for domain name registrations or renewals per our Terms of Service, we do understand that in some circumstances there is a necessity to correct unnecessary charges that should not have been accrued.  As a courtesy, we have refunded $16.99, which is the cost of the renewal in full.Additionally, we have reached out to [redacted] to verify if we could assist further regarding the now deleted account.  The customer has confirmed that no additional action needs to be taken at this time.Thank you,iPage Customer Relations

To whom it may Concern:We have reached out to the complainant to address their issue and to come up with an amicable resolution. We were in contact via email through the dates of 03/30/2016- 04/01/2016. On 01/31/2016, StartLogic charged the customer for Domain Privacy. However, the Domain Privacy...

was not attached to any domain. We have refunded [redacted] $20.00 for the inconvenience caused.In addition to the refund, we listened to the complainants feedback regarding the policy of Domain privacy and we have forwarded the suggestion to our Engineering team to have it reviewed. [redacted] can feel free to contact us at any time for any additional inquiries regarding their account and we will be more than happy to assist with the issue.Regards,StartLogic 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. 
If they do what they say they will do I will accept it. But, I checked my account with Arvixe they issued a credit for $35.75 on my account with them, but they billed me an additional $25.80 for what I don't know. I do NOT want a credit to be put on my account with them, I want a check for $41.05 sent to me and I want them to send me the EPP/Auth key to transfer my domain to another registrar. I sent email to [redacted], Senior Technical Ninja | Escalations yesterday but I have not heard back from him.
Regards,
[redacted]

To Whom It May Concern,We respond as follows to this complaint:We reached out to Ms. [redacted] via email to gain further information and provide assistance with securing her sub-domain as requested. Upon receiving the needed information from Ms. [redacted], we found that the sub-domain she is requesting to be secure, is not a domain with BlueHost, and therefore we are unable to assist with this. We have in response, given her the next steps as well as offered to help out with any information she may require to move forward with this.Regards,BlueHost Customer Relations

To Whom It May Concern, We respond as follows to this complaint. On 2/5/2016 Mr. [redacted] called in because he had received an email from one of our agents referencing his account. This email was tailored for our FatCow customers, not our iPage customers. This was a mistake on our end. This...

email prompted Mr. [redacted] to investigate the issue as he is an iPage customer. During the phone call, the agent who answered, was not as forthcoming with the property of the account he was able to pull up with the information Mr. [redacted] provided as he should have been. Our agent was in fact referencing the iPage account that we have for Mr. [redacted], who was under the impression that he was calling FatCow for assistance. This led Mr. [redacted] to believe that a FatCow account existed with his information. Mr. [redacted] has requested that we delete this erroneous account and reverse any negative impacts it may have had on his hosting status and credit. Our stance on this issue is that we do not have a FatCow account for Mr. [redacted]. We do have an iPage account. There has been no negative impact on either party in regards to this situation. No charges for hosting have been placed in reference to the FatCow account because it does not exist. All of this could have been avoided if our agents were vigilant with the details of the information they were handling. We have relayed this information to Mr. [redacted] so he has it for his reference.

To Whom it May Concern,We respond to this rebuttal as follows. As stated earlier when the account is in the past due/overdue status it needs to be brought to current. So when Mr. [redacted] renewed his account on December 5th, 2017, he was paying to bring the account back out of the past due/overdue status which is continuing the plan with the original renewal date of the 14th of every month. Mr. [redacted] got the remainder of the hosting services for the month of November since he was late on paying the hosting renewal.As per our Terms of Service which Mr. [redacted] agreed upon sign up, we are within our right to deactivated for lack of payment of any of our services. Which means any account that is in the past due/overdue status for any add-on services, domain, or hosting service or any other of our services can cause the account to be deactivated or suspended until the account is brought back to current status/non-overdue status. After which the account will be reactivated and services continue as normal. Below we have provided a link to our Terms of Service for Mr. [redacted] to review Section G. titled "Failure to Pay". We look forward to working with Mr. [redacted] in the future and are glad we are able to explain our billing practices and apologize for any confusion or frustration this may have caused. Terms of Service URL: https://www.bluehost.com/terms/user-agreement#billing-and-payment-dRegards,BlueH...⇄ Customer Relations.