MDR (Painting the Town)

We were sorry to hear about Mr. [redacted] concern with his hosting package.We always appreciate the chance to ensure that our customers have received the product they expected, but after review of the related support interactions, unfortunately it is not yet clear as to what services have not been...

delivered.  We have been unable to find any support requests that have not been addressed, or any refusals to provide the requested services.Although our hosting packages are paid upfront and do not qualify for a refund after the initial trial period, we have approved a pro-rated refund for the cloud hosting package and remain open to discussing any dedicated services that have not been delivered in full.At this time we ask that Mr. [redacted] please respond to the recent e-mail communication or contact our management team directly at [redacted] and we will be happy to continue the discussion.

To whom it may concern, We respond to this complaint as follows. We were contacted by Mr/Ms. [redacted] in regards to the desired refund for their hosting account as they had found a better provider for their needs. For instances such as this, we have a 30-day money-back guarantee available for...

our customers in the instance their situation changes. We understand that Mr/Ms. [redacted] was outside of this term set for our money-back guarantee, and upon investigation, we have found that they were already approved for a prorated refund of the remaining hosting term. Mr/Ms. [redacted] has been refunded the amount of 132.70 Euro via their [redacted] account, confirmed as processed as of 5/8/18. We would like to apologize for any inconvenience that Mr/Ms. [redacted] experienced throughout this process. In closing, we would like to thank Mr/Ms. [redacted] for their time and patience while investigating their complaint. We would also like to encourage Mr/Ms. [redacted] to contact us once more should they need any additional assistance.Regards, 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. 
Regards,
[redacted]

To whom it may concern, We respond to this complaint as follows. Ms. [redacted] contacted Bluehost on November 24, 2017 advising that e-mails were missing from her e-mail accounts. After further investigation we had found that Ms.[redacted]'s account had been migrated to one of our new...

servers with a new platform, a move which had left her e-mails behind in the old server. After working with our senior technicians we were able to locate e-mails up to October 28, 2017 which have since been restored to the account. We would like to take the opportunity again to apologize for any frustrations or inconvenience this matter has caused Ms.[redacted]. In addition we also advised Ms.[redacted] that we do not guarantee backups as defined per our user agreement (S.8 Sub. E). Subscriber Responsibilities: You will be solely responsible for backing-up all Subscriber Content, including any Subscriber Websites off of Bluehost’s servers. This is an affirmative duty. Bluehost is not responsible for the loss of any Subscriber Content. Note: It is essential that Subscribers backup files offline, even if user purchases or has products, such as Site Backup and Restore. With this being said we do want to recommend that you keep local backups of any emails or website content that is needed to prevent any possible loss content. In closing, as a gesture of good will we have compensated Ms.[redacted] for one year of free hosting equivalent to $63.00. We'd also like to take the opportunity to thank Ms.[redacted] for her feedback and patience during this process, this will be a valuable opportunity for us to identify further areas of improvement. Sincerely, Bluehost Customer Relations.

To Whom it may concern. We respond to this rebuttal as follows. We have confirmed with our senior engineers that we unfortunately do not have a back up of Mr. **'s email as the URL being used ([redacted] ) was a test URL associated to legacy Verio ,[redacted] ,server. This is why the screen shot of "Domian Central " shows the " 415 registrant (end-user) authentication" error. We have provided Mr. ** with a new test URL "[redacted]" which is associated with the Endurance Vero platform and can be used for email purposes. However, we recommend that Mr. ** use a registered domain for his email needs as test URLS such as these are server specific and cannot be used if the server is turned off. As a gesture of goodwill, we have applied three months worth of hosting credit to Mr.**'s account. The credit is available for use now and will automatically apply toward any new purchases or existing renewals. We would like to thank Mr. ** for bringing this experience to our attention. We will have our management team follow up with the chat advisor who assisted Mr. ** in the chat conversation as we feel there is a coaching opportunity for the advisor to ensure accurate information is being provided by our representatives when assisting customers. We will also make our engineers aware of any technical flaws that can be improved. Sincerely,Verio 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].  
Reason why I'm rejecting this is because no one has reached out to me, or notify me from this company. This company has poor communications with its clients and every time you open a ticket, they close it right away without waiting for a clients response. I have to go back onto their chat system and request to open a ticket. Until this company actually reaches out and follow up with me and I see that they refunded me my 75 dollars or so, I will not be closing out this complaint # [redacted] anytime soon. 
Regards,
[redacted]

To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] created his Verio account with us on November 18th, 2016.  He was migrated from the legacy Verio platform to our current platform.  On November 30th, 2016, Mr. [redacted] contacted our Web Advisor Team to...

regarding his Website not being active on the newly migrated hosting platform.  Our team addressed this issue by creating a ticket to investigate this issue further. Upon investigation, our team had concluded that Mr. [redacted]’s service had not been fully migrated to the new platform.  We began working with the legacy platform to ensure that this process was completed automatically.  At this time however, it was determined that the website was still active with the legacy platform and any issues involving downtime would be due to that platform.  Additionally, Mr. [redacted]’s domain name ‘[redacted]’ was managed directly with [redacted], so our team had no way of directly resolving the issues that the customer was experiencing.On December 9th, 2016, our Web Advisor Team informed Mr. [redacted] that the migration had completed successfully and that DNS would need to be updated with [redacted] to point to the new Verio nameservers that would utilize our current hosting platform.  Our team attempted to contact Mr. [redacted] through both phone and email to assist with this process.  Unfortunately, our team was unable to reach Mr. [redacted] at this date and we did not receive confirmation that the changes were made.On December 13th, Mr. [redacted] contacted us to cancel his hosting service stating that he is losing business.  At this time, Mr. [redacted] has pointed his domain name to a separate hosting provider.  We will not be providing Mr. [redacted] with the requested $10,000 as we are unable to issue compensation for anything outside of the services that we offer.We have provided a direct line of contact for Mr. [redacted] if he wishes to discuss this matter further.Regards,Verio 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 13, 2017, Ms. [redacted] contacted the Revdex.com to inquire about her experience requesting a refund. After reviewing the account we found that on October 12, 2017 Ms. [redacted] was charged $103.60 USD for her Hosting...

Services, for the months of March 2017 until October, 2017. Due to a glitch in our system, the services remained active without a payment during these months, and the fee's were processed October 12, 2017 as a lump sum. We can confirm that Ms. [redacted] received a refund for the month of October, 2017 in the amount of $12.95 on October 12, 2017. Due to our policy, our agent could not process a refund for the rest of the charges. Because this was caused by a glitch in our system, we are willing to honor her request for a full refund including the prior months to October, 2017. Upon starting the refund process, we found that Ms. [redacted] has disputed this transaction via [redacted] for the refund of $90.65 USD, therefore we are unable to proceed with the refund process at this time. We have offered a direct line of communication and asked that Ms. [redacted] cancel the dispute with [redacted], and respond to the ticket [redacted] confirming this, so we can proceed with the refund process. Should Ms. [redacted] have any further questions or concerns, we will be happy to help.Thank you again for bringing this matter to our attention. Regards,iPage Customer Relations

Hello,We are sorry to hear about the frustration this has caused Mr. [redacted].  The issue that Mr. [redacted] is experiencing with adding additional email accounts has been escalated to our development team who are working to resolve this as quickly as possible.Mr. [redacted] has also been offered a full refund for the services due to the delay in getting it resolved and has communicated that he would like to continue to use the hosting services.At this time we have not had any additional questions or concerns from Mr. [redacted] and should any arise we ask that he please respond back to the recent e-mail communication and we will be happy to offer assistance.

To whom it may concern,We respond as follows to this complaint. Mr [redacted] reached out to us on February 27th, 2016 attempting to renew his SSL certificate at that time for two years. It appears we were able to successfully renew and add the domain to his account on that same day. At that...

time we had charged $107.98 for the two year renewal of his sites SSL Certificate. On February 27th, 2017 he contacted us again letting us know he renewed his certificate again for three years, however the representative at that time was unable to get the new certificate installed and had to escalate the matter to our tech team. Our tech team resolved the issue with the SSL and the installation on March 3rd, 2017. The site then was secure and live at that time. We then received the Revdex.com complaint for the double charge of the SSL certificate. At that time we reached out to Mr [redacted] offering the refund for the SSL charge for three years since he was previously charged for an SSL renewal in 2016. We did refund the amount of $143.98 back to his credit card on file and advised Mr [redacted] as such. The situation does appear to have been settled with Mr [redacted] and he has been refunded and the SSL has been installed and his site is active.  Sincerely,IPOWER 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 have added my rejection comments below. 
[First, I want to acknowledge that StartLogic credited $175 to my business account after receiving my complaint from the Revdex.com and I am grateful to the Revdex.com for that. StartLogic’s response is better than nothing, but still unacceptable to me. I explain below how in my opinion it is too little too late.First, in my opinion, the fact that StartLogic would not refund the full $249.95 demonstrates that their SEOGears division does not stand by its work. It is true that I was told over the phone that their marketing division would receive 30%. I think most reasonable people would agree that charge is fair provided that their marketing division creates great ads and then partners with [redacted] to post them. This is what I thought I was agreeing to. I think most reasonable people would agree that charge is unfair provided that their marketing division creates mediocre ads that do not accurately describe the service offered and then suddenly refuses to post them. Both [redacted] and I had some difficulties along the way, but at every step in the process I sought a workable solution. I thought we found one and agreed to it before she cancelled. For more background on this, reread my original complaint. Second, in my opinion, the fact that StartLogic made me fight for the refund I was already promised by [redacted] demonstrates that StartLogic does not value me as a customer. The two support-ticket numbers I listed in my original complaint show three attempts I made to resolve this matter with StartLogic billing before complaining to the Revdex.com. At this point, I would think the StartLogic or Endurance International Group company official seeing my Revdex.com complaint would want to refund the entire amount for all this trouble even if he or she thinks I am only owed 70%. At this point, I would think the StartLogic or Endurance International Group company official would want to refund the entire amount for all this trouble because I have been a StartLogic customer for over six years, either as an individual or business. This leads me to believe that the problems I had with [redacted] and SEOGears could be symptoms of a larger attitude problem at StartLogic.]
Regards,
[redacted]

To Whom It May Concern,We respond as follows to this complaint. Hello [redacted], This is [redacted] with the compliance team, I have been authorized to handle all contacts on behalf of [redacted] and our executive management team. We have received your Revdex.com complaint and I wanted to reach out to you and...

address your concerns. I have reviewed your ticket history and it appears on October 24th -25th, 2015 you requested a call back from a manager in regards to a fee being charged for a site transfer . On October 26th, 2015 you asked technical questions about our windows severer. On October 27th, 2015 you inquired about how to restore a database in which we provided you with instructions on how to do so. On October 28th, 2015 you then asked our team to restore the database you supplied us. As a courtesy and due to the frustration we honored the restore of the database as it was at no charge to you. However, a new ticket was opened stating that there were files missing. We would not be responsible for the database you provided being corrupt and we only restored the database you supplied. If content was missing, the backup may have been outdated. In light of the information above we feel that waiving the restoration fee's is an adequate form compensation considering our records do not indicate the content was deleted from our end. I definitely understand your concern regarding this process however, please understand that it is the customers responsibility to keep backups of the files/database regularly. Thank you,Domain.com Customer Relations

To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] contacted us on November 18th, 2016 and inquired about a charge of $179.40 on his credit card. The Web Advisor that he has spoken with misinformed him stating that this was only due to the rising cost of technology and...

support resources and offered Mr. [redacted] a reduced price for hosting, but has declined the offer. Mr. [redacted]'s account was created on November 26th, 2014 with an introductory promotional hosting service the "Customer Appreciation Plan" that included a free registration of a domain name. The promotion was for Mr. [redacted] to be billed $12.00 once for 12 months. After 12 months, regular rates would apply.We have provided the necessary coaching to the advisor Mr. [redacted] spoke to, to ensure we are setting the right expectations with our customers. We have reviewed Mr. [redacted]'s account history, and we show no activity from within the account and likely the services have never been used.Per our Billing policy we are able to issue a refund for charges after 30 days of renewing. However, once we were alerted to Mr. [redacted] dispute with the Revdex.com, we reached out to Mr. [redacted] via email explaining that he signed up for a introductory promotional hosting service through FatCow. We have issued a refund in the amount of $251.28 for charges that occurred in 2015 and this year and have downgraded the account to a parked account so Mr. [redacted] can continue managing the domain.Sincerely, FatCow Customer Relations

To Whom it May Concern,We respond to this complaint as follows. Mr. [redacted] contacted our support on January 09, 2017 with issues verifying some of his domains with [redacted]. Due to [redacted]'s new transfer policy they require any registrant contact updates be approved by two emails. As Mr. [redacted] was...

unable to access the current registrant contact email address he was unable to verify the domain. We assisted him in verifying his ownership and updating the domains registrant email to allow him to receive and verify the message from [redacted]. We were experiencing a known issue of some of our customers being unable to manage their domains within their [redacted] control panel. On January 12, 2017 we called Mr. [redacted] and left a voicemail providing him with direct contact information. An email was sent to him on the same day to follow up on the voicemail left advising him that we have corrected the issue preventing him from being able to manage his domains within his control panel. At this time Mr. [redacted] has not returned our attempts to get in contact with him but we have resolved the issues he was experiencing with his domains. Thank you,[redacted] Customer Relations

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 have been waiting to receive the refund ($300), please reopen the complaint as no refund was received.
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] 
 If my account ([redacted]) was not part of the migration, why wasn't I informed?  Basically, I lost access to my email and I wasn't even informed.  I also still can't believe a web hosting company cannot produce a backup of my email.  This poor level of service is unbelievable.  Since this was Verio's mistake, they should rectify it.  Also, I still don't know why you keep saying my user name is "[redacted]".  If I visit [redacted], it's someone else's website.
Regards,
[redacted]

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].
[I just got off phone with ipage and was told that they are looking into it and will contact me (thats what they have been saying from day 1 And never do) I was also told that ipage just reopened the ticket today about 20 min ag, and he said he tried to contact the person who reopened it but got no reponceo. So I told him that I will not accept the responce that the Revdex.com sent me untill I hear from somone at ipage or 24 hrs which ever comes first. }Note: He also said that he has heared about this issue has happened before with other(s) 
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]
  Thank you for your assistance as the registrant site company. As you have not updated the correct information on your registry site, please kindly provide me with the contact information for [redacted] and their registered physical address.