MDR (Painting the Town)

We could not find evidence of the customer calling in during March to update the account. Generally agents will leave "notes" on the account to describe what occurred during a call but we don't see any during the month of March. In addition, we don't show any attempts by an agent to update the...

contact information for the customer, which will also be logged in the system. We also tried to search our phone system based on his phone number to locate calls from the customer. The earliest contact from this year was related to setting up another account on our sister-brand, [redacted], and this contact occurred on 4/22/2015. As a gesture of goodwill, we have downgraded the account and issued a refund in the amount of $323.64 back to the customer as he requested in his complaint. We also asked the customer for his assistance with updating our account records with his correct contact information.Thank you!

We reviewed the chat transcripts that occurred on 5/1/2015, when the customer was upgraded to the [redacted] and [redacted]. The customer service agent confirmed both the regular price and sale of price of [redacted] and [redacted] during the chat session. The regular price of...

the product is $119.40 per year and we are currently running a promotion which allows customers to try the [redacted] and [redacted] at 50% off the regular price for the first year, which equates to a sale/promotion price of $59.88 for the first year. The promotional pricing is only valid for one year and customers will be charged the regular price of the second year if they don't cancel the service. Unfortunately our agent was not clear that the promotional pricing was for the first year only and simply stated the discounted price of the product would be "$59.88 / year". We could not locate where the agent stated that the price will never increase but as a gesture of goodwill, we will provide the customer with discounted pricing for a period of 2 years for the [redacted] and [redacted] product. Since the customer canceled the product and we provided him a full refund via PayPal on 6/10/2015, we will reach out to him to confirm he is in agreement with this resolution before upgrading him to [redacted] and [redacted] again and charging his method of payment $59.88 for the first year. For the second year, our billing team will make an internal adjustment to his billing record before the product renews to ensure he is only billed $59.88 for the second 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]

To Whom it may concern,We respond to this complaint as follows. Ms. [redacted] contacted us on February 29,2016 and purchased our tailored design word press service. Upon purchasing the design service Ms. [redacted] was informed of the design process in which we inform customers that our design team...

will create a site using images and content provided by the customer. During the design process the design representative will perform two site reviews  with the customer. This is done so that the customer is able to review the design and confirm that the design fits their needs or request any changes needed prior to the website going live. However,as a courtesy and due to Ms. [redacted]'s dissatisfaction with the initial website design, our design team provided additional rounds of revisions and rebuilt an entirely new website for Ms. [redacted]. On June 9,2016 Ms. [redacted] was informed that the site was ready to go live and was provided with the admin credentials to login to the dashboard of the new website along with the additional steps that needed to be taken to ensure the site was live on the web. It appears Ms. [redacted] had some issues with the final steps of the design process however, our design team was able to resolve the issue and launch the new website. We have reviewed the communication between Ms. [redacted] and our web design team and do feel we that we could have done a better job at communicating with Ms. [redacted] and feel there is room for improvement . At this time we have passed Ms. [redacted]'s feedback regarding her customer experience along to our design management team and have provided the proper coaching to the the design agent who handled Ms. [redacted]'s design project to ensure clear communication with our customers. Per our terms of service, design services are non refundable. However, as a gesture of goodwill we have refunded $150.00 which was charged toward the 'additional service 'Form - Tailored Design'. The refund was processed to the credit card on file ending in [redacted] and can take up to 5-7 business to appear on Ms.[redacted]'s bank account.Sincerely,Startlogic Customer Relations

We respond as follows to this complaintMr. [redacted] contacted us on January 29th,2016 regarding a publishing issue he was experiencing with his website. Mr. [redacted] had different conversations with different representatives that caused confusion. Mr. [redacted] was receiving a free service due to a bug...

in the Weebly system that was later identified and fixed by our engineering team which resulted in Mr. [redacted]'s site not publishing all pages created.As of yesterday, February 17, 2016 we contacted Mr. [redacted] to address his concerns and to clear the confusion caused from previous conversations. We have set the service to cancel at the end of its current paid term per Mr. [redacted]'s request. At this time Mr. [redacted]'s issue should be resolved.Sincerely,Fatcow Customer Relations

To whom it may concern, We respond to this complaint as follows. Upon review of the accounts associated in Mr. [redacted]'s name we have found the following information. Mr. [redacted] created two hosting accounts with us on 1/21 for the domains [redacted] and [redacted]. Due to a system error, Mr. [redacted] was...

allowed to proceed with account creation using these two premium domains, though we are unable to actually purchase and register these domains. We had attempted to refund Mr. [redacted] on 1/23 for these domains, and he was advised by our support staff of the mistake and that he was refunded a total of  $23.76. Mr. [redacted] had again gone and attempted to purchase these domains in our system once more, despite being advised we are unable to register these domains. As of 2/03 the domains have been refunded once more as we are unable to register these domain names for Mr. [redacted]. Bluehost is unable to register premium domains. In closing we would like to apologize for any inconvenience as well as any confusion caused by this situation. In addition we would like to encourage Mr. [redacted] to purchase these domains with a different registrar, at which point we would be able to assist in assigning the domains to his existing accounts for use on the BlueHost Platform. We would also like to thank Mr. [redacted] for his time and patience in dealing with this issue, and hope to be able to better assist him in the future. Regards, BlueHost Customer Relations

The hosting plan does come with a [redacted] which offers free malware scans, business verification and certification display, however it is not a malware removal tool. In order to have the malware removed we do offer [redacted], which is a third party software that besides, scanning and...

locating the malware, it also cleans the files for an additional cost. It is intended to work for each individual website separately. According to our records [redacted] is currently protecting renaspromise.org. If the customer wishes to protect other web sites with [redacted], additional [redacted] credits can be purchased through the control panel, but it will be an additional cost. At this time, we have re-scanned the account and it is clean. We have enabled the account and the websites should be up and running. As a show of good faith we did add three month’s worth of hosting credit for the inconvenience.

To whom it may concern, We respond to this complaint as follows. After review of Mr. [redacted]'s account, we have discovered a charge-back. As of December 15, 2017, a charge-back was received for Mr. [redacted]'s account totaling in the amount of $313.79. Upon receipt of the charge-back, we removed...

the payment method on file, as well as suspended Mr. [redacted]'s account. We also sent an e-mail to Mr. [redacted] advising him of the charge-back on his account so that he may take action. A charge-back is a reversal of a credit card transaction performed by the card issuer. Once initiated by the card issuer we are notified of the dispute and the funds that we originally collected are removed from our account and returned to the customer pending our review and response.With this in mind, The merchant will be asked to provide the needed documentation and proof to remedy the charge-back. If the documentation provided is satisfactory, the claim for charge-back is denied and the customer will be charged once again for the sale. If the documents seem to be unsatisfactory, the charge-back amount will be provided to the customer. In addition, per our User Agreement; Customers have ninety (90) days to dispute any charge or payment processed by iPage. If you have a question concerning a charge you believe is incorrect, please call us and we will investigate. Our phone number is [redacted]. If you initiate a charge-back, there may be a minimum charge of $15.00 plus applicable taxes to reactivate your account and we reserve the right to suspend your account for the duration of the dispute. Hosting accounts that have an open dispute may be disabled for security purposes.In closing, we have come to the decision that we will not be refunding Mr. [redacted] for the amount of $313.79, due to the charge-back. We would like to take this opportunity to apologize for any confusion or frustration Mr. [redacted] has experienced. Regards, iPage Customer Relations

To Whom It May Concern:We have reached out to this customer and assisted them with what they were complaining about. We had made an agreement that we will do a prorated refund plus the last four weeks of hosting. We have downgraded the Hosting account to a Domain parking account. We issued a $60.00...

refund to the cedit card on file. The customer is more than welcome to continue hosting with us at any time.Sincerely,iPage 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. However, they took 4 days to even acknowledge me and I am sure they only responded because I told them I sent a complaint to you, they have not once called and also should learn how to spell names correctly when dealing with a disgruntled customer. 
Regards,
[redacted]

To whom it may concern,We respond as follows to this complaint. Mrs. [redacted] signed up for an account with iPage on February 26th, 2011. On January 3rd, 2017 Mrs. [redacted] reached out to us inquiring about why her site was down. Her account had gone into a past due status due to a...

renewal going past due and her account information not being up to date. At that time it was discovered that Mrs. [redacted] had added two additional privacy services to her account, when her one domain only required the original one she had purchased. Prior to charging for these additional services we did email her to her admin email ([redacted]) notifying her of the automatic payment that would be withdrawn from her [redacted]. Once contacted on January 3rd, 2017 we did remove the two additional add-ons and brought her site and account back into an active status on January 4th, 2017. We also scheduled her account to be cancelled on February 25th, 2017 so she was not charged for an additional year of hosting. Mrs. [redacted] reached out to us again on February 20th, 2017 in regards to a refund for her domain name registration which had auto renewed. We had sent her notices prior to the renewal to her admin email [redacted] letting her know it would be automatically charged to her [redacted] on January 12th, 2017 and February 5th, 2017 and it processed on February 20th, 2017 as we were not contacted in advance to set it to a manual renewal status. Our billing team contacted Mrs. [redacted] letting her know we would not be able to refund the domain name registration as it is against our Terms of Service. Once we were alerted to Mrs. [redacted] dispute with the Better Business Bereau, we reached out to Mrs. [redacted] via email offering a refund for the additional charges for her add on's in 2013 and 2015 totaling $48.46 (as her [redacted] charged was no longer on file) and we refunded the domain name registration as a one time courtesy, totaling $15.08. We have yet to receive a reply in regards to Mrs. [redacted] satisfaction of the resolution and she has since cancelled her account with iPage. Sincerely, iPage Customer Relations

To whom it may concern, We respond to this complaint as follows. Mr. [redacted] reached out to us on July, 4 2016 inquiring about 2 charges he received to his [redacted] account on June 5, 2016  and June 25,2016. During this interaction Mr. [redacted] requested that we cancel the two...

services, we obliged. The charges were an automated renewal of his hosting plan and impress.ly website builder for a total of $161.35 Canadian Dollars.On August 21, 2016 Mr. [redacted] reached out to us again inquiring about a refund. Since over 60 days had passed since the initial [redacted] charge occurred the ticket was escalated to our finance department to be manually processed to Mr. [redacted]’s [redacted] account. As of today, August 30, 2016, we are expecting a refund to the customer's [redacted] account within the next 2 weeks.Unfortunately we were not able to reach the customer with the phone number he provided. We were able to contact him today via email. In our email interaction we explained to the customer that we would be able to refund his money to a new credit card if he can update his billing information on his account. The customer said he would prefer the refund to a new credit card instead of [redacted]. Regrettably, we were not able to get a hold of the customer with the new phone number he supplied. We have attempted to call the new phone number twice today but we are met with a voicemail recording.Moving forward we will continue to contact the customer through the email address provided in the complaint and the phone number he provided in his email to us. Sincerely,iPage Customer Relations

Greetings,We were sorry to hear of the trouble Mr. [redacted] has faced with getting started as we certainly always wish for our customers to get off on the right foot with us. After investigation we have found that Mr. [redacted]' account encountered an issue with our system that is...

regrettably a bug in the coding of our platform. Typically we would be able to resolve e-mail issues such as this very quickly but regrettably the nature of this particular bug means that our developers must spend time sorting through the code to determine where the automated error is occurring. We've since escalated the related ticket to work on alternative work arounds to resolve this issue but unfortunately have not yet heard back from Mr. [redacted] on our recommendation. We will be keeping an eye out for any updates and will continue to assist in any way we can. If full resolution cannot be met, we are certainly open to discussing a full refund for the services. We appreciate the chance to address this matter and will be watching for any updates.

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. 
I have requested written confirmation from [redacted] bank and am awaiting their response.  As per ipage's claim that they responded to each of my emails explaining the issue, that claim is false.  I sent them multiple emails and all I ever received back was a generic  "There is an issue;  click this link to email our customer service" (with no explanation).  When I clicked that link and again requested an explanation as to the problem, I only received the same generic response back with no explanation.  And when we cleared the hold (associated with waiting for clarification on the charge),  I'm sure [redacted] gave them ample notification they had cleared the payment.  All of this was in response to ipage's attempt to charge me for a service I did not request nor want (submission to the [redacted] search engine, as if that has any value to anyone).  I will forward [redacted]'s response to them again once I receive it.
Regards,
[redacted]

To whom it may concern,we respond to this complaint as follows.On August 11, 2016 Mr. [redacted](“Customer”) contacted us about not receiving 1 of the 2 domains he purchased. On his initial contact with us we investigated the issue and determined that the customer was charged the correct...

price($38.34) for purchasing 1 domain name for 5 years. Our internal, as well as external billing system showed the customer had purchased a single domain name for 5 years. However the customer remained adamant that on his computer screen he was shown that upon check out he would be receiving 2 domain names for the price of $38.34.On August 12, 2016 the customer provided screenshots of the receipt he received from us in his email. Being that screenshots are often modified to mislead us, we remained skeptical of the situation. After speaking with [redacted] on August 22, 2016 he was able to show me how to replicate this exact error. With [redacted]’s assistance we found a interface glitch on the front of our website. We were able to ‘break’ the checkout page to show incorrect products and pricing which explained the situation that [redacted] was experiencing.In order to apologize and thank the customer for showing us a major flaw in our site, we provided him with the domain he requested for 5 years free of charge. At the time of this writing I am happy to say that we have mended our relationship with [redacted].Sincerely,Netfirms 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]. 
[I was able to get in touch with a service person (actually, twice) at Bluehost and they helped me a ton with the issue. Some of the issue, though, was beyond their ability to help because it appears that the actual C-panel is hacked. So, even though I deleted every last file in my the c-panel for my site, the malware would repopulate it. I cleaned out my cookies, etc, to be sure my browser wasn't somehow reinfecting it, changed my password for my bluehost account, etc, and it still repopulated after deleting all files. At this point, I will just be closing my account and recreating my website from scratch. It's unfortunate that it couldn't be fixed, but I actually had an expert look at it who alleged that the c-panel or bluehost was the one who was transmitting the malware inadvertently. Thanks for all your work and for really kind customer service people who really worked hard to help me.]
Regards,
[redacted]

To Whom It May Concern,We respond as follows to this complaint:On March 9, 2018, Mr. [redacted] contacted the Revdex.com about receiving an email regarding renewal information. After thoroughly looking over Mr. [redacted]'s reseller account ([redacted]) we found that on March 8, 2018,...

Mr. [redacted] was sent an email informing him of an upcoming hosting renewal. Upon reviewing Mr. [redacted]'s reseller account, which holds the domain name "[redacted].com", we can confirm that there is no request to cancel hosting services. In Addition, we looked over the previous Revdex.com complaint (#[redacted]) that Mr. [redacted] filed, and found that the complaint was in regard to technical issues he was experiencing on his accounts, however, there was no request to cancel any of the account services. We can confirm that Mr. [redacted] was given an explanation of what caused the issue mentioned in the previous Revdex.com, and was informed of the resolution. Mr. [redacted] was also refunded the following accounts as a goodwill gesture due to the technical issues he experienced at that time:[redacted] - $49.50 refunded to credit card charged ending [redacted] [redacted] - $59.50 refunded to credit card charged ending [redacted] [redacted] - $59.50 refunded to credit card charged ending in [redacted] [redacted] - $59.50 refunded to credit card charged ending in [redacted]However, our team did not receive a response from Mr. [redacted] from that point on.We were able to see that the only account set to "cancel" was the resold account "[redacted]". Upon reviewing the account, we can see that Mr. [redacted] set the account to not renew on August 1, 2015. The account was scheduled to cancel at the end of the paid hosting term, August 16, 2016. However, upon further review, we see that the customer logged in on July 3, 2016, and set the account back to the auto-renew status which canceled the cancellation request made on August 1, 2015. Upon reviewing the reseller and resold accounts we can confirm that the only account that has been charged is the "[redacted]". Please see the charge that occurred below:$59.50 USD for the [redacted] Windows Hosting. At this time, we have gone ahead and issued a full refund, for the charge that occurred on the account "[redacted]". The refund was processed back to the [redacted] account "[redacted]", The transaction ID is "[redacted]".Per Mr. [redacted]'s request, we have fully canceled the reseller account and all resold accounts listed below:Reseller account:"[redacted]"Resold accounts:"[redacted]""[redacted]""[redacted]""[redacted]"Thank you for bringing this to our attention,ReadyHosting 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. 
Regards,
[redacted]

To Whom It May Concern,We respond as follows to this complaint:On October 9, 2017, Mr. [redacted] contacted the Revdex.com to inquire about his experience with our support. After reviewing the account we found that on October 5, 2017, an email was sent to Mr. [redacted] via the email address...

"[redacted]", explaining that his website "[redacted]" was causing server performance issues due to Malware and had to be deactivated due to a Terms of Service violation. We requested he reach out to our support for more information about this. On October 5, 2017 Mr. [redacted]'s account was re-scanned and the files at that point came back clean. The account was reactivated and the website was back up and running. Later on October 5,2017 our system scanned the account and found more Malware. Due to this, the account was deactivated and an email was sent to "[redacted]" explaining this again, and we requested he contact our Support for more information. October 6, 2017, Mr. [redacted] called into our support  about the issue. Our agent explained to Mr. [redacted] that updating his [redacted] version may help, and suggested he contact [redacted] again to see if the updated [redacted] helped with the current issue. Later on October 6, 2017, Mr. [redacted] called into our support, explaining that he updated the [redacted] version, and our scan showed that the files were clean. By October 9, 2017 our system flagged the account again for the same issue. An email was sent to the address "[redacted]" notifying Mr. [redacted] that the account was contaminated again and requested that he contact us. Upon contacting our support, on October 9, 2017, Mr. [redacted] was advised that our scan was showing more files were infected. Another agent spoke with Mr. [redacted], and indicated that our system was finding false positives due to emails being sent to customers who sign up on Mr. [redacted]'s website.It appears that  Mr. [redacted] purchased the product "[redacted]: Premium and Infinity" directly through [redacted] and did not purchase any further [redacted] services through BlueHost. Therefore, we are unable to review any additional services and or the account Mr. [redacted] may have with [redacted].  If Mr. [redacted] requests a refund from [redacted], contacting the [redacted] directly, would be the next step. We can confirm that the account is active and Mr. [redacted]'s website "[redacted]" is up and running. We reached out to Mr. [redacted] via the email "[redacted]". We have asked that Mr. [redacted] replies to ticket [redacted],  should he have any additional questions or concerns. We will be more than happy to help. Thank you again for bringing this matter to our attention. Regards,BlueHost Customer Relations

According to our policy, we do not provide a pro rated hosting refund if the customer cancels their account in the middle of the term. In this case, the customer was billed $131.88 for 12 months of hosting service on 5/26/2015. The actual term began on 6/10/2015 and the customer did not cancel the...

account until 9/7/2015. However, as a gesture of goodwill, we have issued the customer a pro rated refund of $99.60. Please allow 5 business days for the refund to post to your credit card statement.