MDR (Painting the Town)

To whom it may concern. Mrs. [redacted] signed up for her iPage account in May 3rd, 2016. Shortly after this she did request to cancel her iPage account and receive a refund. We did refund her the $23.88 for the initial year on May 5th, 2016. Due to a system error Mrs. [redacted]'s...

account failed to cancel. However we did send a notice 30 days prior to the charge on April 18th, 2017 to her email [redacted] advising her up the upcoming auto renewal. Mrs. [redacted]'s account then renewed automatically on April 18th, 2017 for $155.40. On April 20th, she then contacted our social media team and we refunded her $155.40 back to the credit card on file and we have confirmed the cancellation of her account. At this time we have not recieved any further contact and have not been able to reach Mrs. [redacted] at her Daytime phone number. If she reaches out we will be happy to further assist.Sincerely,iPage Customer Relations

I will do the very best that I can to make this as brief as possible. Understand that I have written evidence to back up all the facts. On Friday 6/17, all of the email addresses at BOTH of our business websites hosted by PowWeb inexplicably ceased to function. We first contacted customer service via online chat. A support ticket was submitted (and IGNORED) for two days. During these two days, we continued to be without the ability to use our emails. This greatly disrupted our abilities to run both of our business websites. We lost out on numerous opportunities to engage with clients and customers during this time period. Also, there was important correspondence that needed to be sent out... but couldn't. We were paralyzed without an explanation for WHY. On Sunday 6/19, I was desperate for a resolution and went to social media to get ANYONE'S attention at PowWeb. At the time we simply wanted our emails operational again. I had the (dis)pleasure of running across "AC", one of PowWeb's "customer service representatives". AC got our email addresses operational again. However, AC also informed us that both (???) of our websites were infected and had to be scrubbed clean... and that we would have to spend an unknown amount of additional funds to pay PowWeb to scrub the websites clean. (Or we could follow their ridiculously technical and over-complicated instructions for accomplishing this task ourselves.) PowWeb always made it out to be like this was solely our problem. Let me be clear here: this was NOT our problem. After this experience, it has become apparent that their servers are NOT safe. Both of our websites were constructed (months/years ago) on THEIR servers using THEIR web-authoring technology. And it was THEIR servers that got infected!!! This in and of itself disturbs me greatly because I thought I was paying someone to SECURELY host my websites. AC told us in an email that we would receive directions on Monday 6/20 regarding how to handle the corrupt/infected website files... the very same ones that were apparently capable of shutting down not one but TWO sets of email addresses for multiple days. Yes, we were told to WAIT. Even though these "infected" files were apparently so potent and "damaging" to our "reputation", we were told to WAIT until directives were given by PowWeb. Monday came and went... NOTHING. Tuesday came and went... NOTHING. Understandably irritated, I reached out to PowWeb via social media (I've had a previous conflict with PowWeb within the past month... after which I refuse to use their chat feature and/or 1-800 number due to a VERY rude "customer service representative"). From Tuesday until this evening, I've always had to be the one to initiate contact with this company (because they don't care AT ALL about their customers). The conversation has always gone like this: Me: "I want my websites scrubbed clean and I want a written guarantee that I won't have to pay for it"... AC: "We have to handle this over the phone and I cannot guarantee that until we come to an agreement over the phone"... Me: "I will be happy to speak to you on the phone all day long after I receive a guarantee that I won't have to pay a dime for my websites being scrubbed clean, especially after the way I've been treated"... AC: "Unfortunately, I cannot guarantee this. I must call you." Same conversation almost word-for-word... day after day after day. During this tedious process of going back and forth, AC blatantly LIED to me via [redacted] and said that a "security officer will be in touch with you shortly". I didn't know that "shortly" was synonymous with "NEVER". I am still waiting to hear from that security officer. (Checked my SPAM folder... NOT THERE EITHER!) AC has also refused to refrain from being "point of contact" after I explicitly requested that this issue be brought to someone else's attention when it appeared that I was reaching a dead-end. How on EARTH is this "customer service"? Every other time that I've EVER engaged with a business and requested to speak with a direct supervisor or specialist, that request was granted. As the consumer, I have the right to ask for someone else ABOVE this "AC" person to handle this issue. How DARE "AC" deny my request to work with someone else at PowWeb!!! This entire situation has inconvenienced me and frustrated me beyond belief... not to mention COST ME MONEY (i.e. two days without email and access to paying clients). So much WASTED TIME. I simply want the saga to end... and I simply want my website files scrubbed clean... without payment... or involvement in the matter. I have requested this so many times; I might as well be texting with a brick wall. I am DONE with this company. As soon as it is possible, I am moving both of my sites to their closest competitor. I have been a loyal customer for the better part of 13 years... and they DON'T CARE. I have even recommended this company to MANY others over the years. Because of this ALONE, I deserve WAY better than to be treated this way. What they call "customer service" is absolutely appalling. I wouldn't wish having to deal with this company on my worst enemy. As I have requested REPEATEDLY for DAYS... I simply want BOTH of our websites to be scrubbed clean free of charge and free of my involvement in the matter. Also, I want both of my websites to be set to "non-renew" at the end of the current billing cycle. I want NO PROBLEMS when I seek out and transition my websites to another web hosting company.

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.Our records show that Mr. [redacted] created an account on 12/28/2013. The account included a hosting package and add-ons. A free domain registration was included in the hosting package, and a domain was registered for free during the...

signup process. When going through the domain registration process, the hosting plan option is not automatically selected or included in the fees. One would have to manually select the hosting option to add it to the cart. In addition, the hosting plan, as well as add-ons, would display in the cart before the payment is processed. Mr. [redacted] would have had to manually approve the purchase amount before the account was created with the selected services and the payment was processed for the charges in 2013.Mr. [redacted] accepted our Terms of Service at this time, which permits us to store the given payment method on file for future renewals. Further, the renewal policies listed in our contract and in our customer knowledgebase indicate that renewals are processed on an automatic basis unless otherwise requested by the customer 30 days prior to a renewal. We also require our customers to check the billing section of their account (Billing Central) regularly as this will document all receipts and invoices, as well as our email notifications that indicate the customer will be charged automatically. Any disputes, as documented at our Terms of Service, must be filed within 90 days of the date of the charge. Mr. [redacted] dispute for the charges processed in 2013 and 2014 exceed this timeframe, but his request for the recent charges in December 2015 do fit within the 30 day refund policy.As such, we have refunded Mr. [redacted] the full amount of $163.73 for the charges processed in 2015. As a gesture of good faith we have also refunded the full renewal amount of $103.25 paid in 2014. However, in light of the information above, we will be unable to refund the amount paid in 2013. Regards,[redacted] Customer Relations

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not resolve my concerns in reference to complaint # [redacted]. In fact, events of utter importance are evaded.  My property was moved to the organization owned by The Endurance International Group on February 5th. Few days later, I found two web sites where three owners of the same kind of property denounce that they lost their property illegally taken when they moved their property to the organization owned by The Endurance International Group. Two of them further denounce that ~some time afterwards~ they found their property live on the Internet, but owned by someone else. It can be rightfully construed that the organization run by The Endurance International Group can tell when a Domain Name is valuable ~and also~ knows how to take owners' properties away from them and sell their properties. In desperation, I requested the organization run by The Endurance International Group to issue the Auth Code or EPP Key. MY INTENT WAS NOT TO MOVE MY PROPERTY AWAY within the 60 days mandated by ICAAN. My intent was to see if the Auth Code or EPP Key will be delivered using the standard in the industry which is to send such code or key by e-mail. The serious complications that followed allowed me to confirm that the organization run by The Endurance International Group takes actions with the Auth Code or EPP Key until the rightful owner has no recourse to retrieve his property as it happened to those three owners. It is the clear why The Endurance International Group did not produce a legally binding document as I requested in my claim with the B. B. B. Although I was given an alphanumeric string, it does not mean that on April 14th. such string will allow me to move my property away.
* They can still make changes to it and take other actions to prevent me access to areas within cPanel where I can change back their changes.
* They can still verbally claiming one thing but do otherwise as they have done before.
* They can still do nothing of what they verbally claim as they have done before.Even if the organization run by The Endurance International Group allows me to safely recover my property, they can allow my web site to be shut down. I hereby offer $12.00 per year to NOT BE shut down as long as I am promised that I will have unrestricted access to all areas of cPanel AND that my web site will be live at all times without browsers displaying THIS WEB SITE CANNOT BE FOUND.
Yours kindly and respectfully,  
[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]. 
 Endurance International Group refused to provide me with any of the services I have paid for.  I have made several attempts to contact their company.  I have contacted the support manager, escalated call center, contacted the parent company of [redacted] at headquarters several times, called the phone support line, tried contacting the media and press contacts for Endurance International Group, left message for investor relations at Endurance International Group and so forth.  The company refuses to provide me with the services or support I have paid for.  They refuse to respond to support questions.  I will have to sue them. 
Regards,
[redacted]

To Whom it May Concern,We respond as follows to this complaint.[redacted] contacted us multiple times regarding issues that she is experiencing with her [redacted] Website Builder.  We have brought many of these issues to the attention of our engineering team to assist in resolving the problems...

that the customer is experiencing.Normally, it is our policy that we cannot process a full refund of our products after the first 30 days of purchase.  Since [redacted] has been a customer since 2011 and has shared feedback with us regarding her issues with the product, we have decided to refund the cost of the [redacted] web builder as well as offering six months of the customers hosting service.  This is a total value of $307.93.We attempted to contact [redacted] via the phone number provided on the Revdex.com complaint as well as through the email associated with the Revdex.com complaint and the account itself.  We have informed [redacted] of the refund and requested to alert us if they had any additional questions or concerns.In light of the situation, we feel that refunding the amount specified is adequate compensation for the issues that [redacted] A. [redacted] has been experiencing.Thank you,Fatcow 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 in my original letter and complaint to your company, please send a refund check to the mailing address indicated in the letter. Thank you.
Regards,
[redacted]

We are in communication with the customer with Ticket [redacted].  Customer has been sent the authorization code for the domain name on 2015-11-03.  We will assist the customer in his transition to his new host in any way we can.

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]. . 
Not sure if anyone at MyDomain ever saw [redacted].  There is a line in the movie that clearly applies here.  The two protagonists have been hired by a gold miner to protect him while he picks up the payroll and brings it back to the mine.  The two gunmen start worrying about ambush on the way to the bank.  The miner says "I'm dealing with idjits"  which was true, and so am I. I have no quarrel with Endurance International Group, they responded quickly and were a great help in re-establishing my son's blog site.  MyDomain, on the other hand need to look at their policies and try to learn from the mistakes made here.  Charging a fee for two years without letting the person paying the fee know that the site was on hold is nothing but thievery.  They had no excuse, as they had my email address and it would have taken minutes at most to drop me a line.  Or, they could have told me on the phone when I called in to enquire about the split fees they charge.  No such effort was made. At this point, I have what I wanted, my dead son's blog is once again operational.  There is no sense in pursuing a conversation with people who are not willing to listen.  Dealing with 'idjits' is a waste of my time. [redacted] A. [redacted], PhD
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].  
The daily maximum spent on the campaign  was $12.50 not each click. This company bends words and are not truthful that is why they have so many complaints. I am entitled a refund but they are giving the Revdex.com wrong information so that they can try and defend themselves. They are  are deceitful company that cheats the public and this is documented by the 470+ complants at the Revdex.com alone. There are also very many complaints with the FTC, someone needs to shut them down!!
Regards,
[redacted]

To whom it may concern,We respond to this complaint as follows. Our engineering team became aware of an issue with the additional product Ecwid that prevented a small portion of our customers who use Ecwid for their online store from being able to access their Ecwid control panel from within...

their iPage account. Our engineers worked diligently with our partners at Ecwid to resolve the issue as soon as possible and we are happy to inform Ms. [redacted] that the issue has now been fixed. We have emailed Ms. [redacted] and all effected customers and have advised of the resolution. We have asked Ms. [redacted] to login to her iPage account and test the functionality of the Ecwid builder to ensure she is able to access and manage her store without any issue.As a gesture of goodwill and due to the inconveince this matter may have caused Ms. [redacted], we have issued a refund in the amount of $105.00 for all charges that occurred toward Ms. [redacted]'s credit card in the month of April 2017. The refund was processed to Ms. [redacted]s card charged ending in [redacted] and will appear on her account within the next 5-7 days.  Sincerely,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 # [redacted]. 
My site was never built as specified in the first email sent to me (attached).  The site build was not completed in the "Typically 2-3 weeks for design process." mentioned when purchased.  I have many emails showing the issues of the build up to 3/4/16, more than 3 months after promised date.  Original email states "Can be easy edited/upgraded", this is not true as an update crashed my site for days.  FatCow support staff stated "they do not perform updates", which is not what was told when purchased.  In fact, nothing that was promised when purchased actually happened.  Recently, I had to change hosting companies due to issues that were not fixed after the site crash.  The new company has found many errors on my website that directly links to a poor build by FatCow.   I am looking for a refund of the site build of $799.00. 
Regards,
[redacted]

To Whom It May Concern, We respond as follows to this complaint. Mr. [redacted] contacted us on 10/18/2017 and reported issues with his email accounts, and had contacted multiple times up until 10/23/2017 requesting updates about the issue. During the time of the customers contact we had been...

experiencing a couple of known issues with emails on our server. Upon review, and with the assistance of Mr. [redacted]’s feedback we were able to discover that he was being effected by much of the same. On 10/20 customer had been compensated for 3 months hosting due to the inconvenience as well as customer had reported losses incurred by the email issues. Following this the customer contacted once more on 10/23 requesting to cancel their services and have since moved their hosting to Host Gator. With the cancellation we issued the customer a pro-rated refund of $84.95 for the remaining 6.58 months of hosting that was available on the account. In closing, we would like to thank the customer for taking the time to share his thoughts with us. Any and all feedback of mine, as well as your comments, will be shared with our executive management and engineering teams for consideration of what we can do to improve how we respond to these scenarios going forward.    Sincerely, Bluehost customer relations team

To Whom It May Concern, We respond as follows to this complaint. On 3/22/2016 Ms. [redacted] called in to our support staff in regards to an issue she was having with her website [redacted].com. Her website was down due to an issue that we were having with one of our Data Centers in...

Boston. Ms. [redacted] was understandably upset as this outage had occurred during a possible sale with a client who was visiting her site. Ms. [redacted] had also reached out to us, by phone and support ticket, to get the status of her Affiliate commissions that had not come through for other clients she had signed up with our Affiliate program. In the past year Ms. [redacted] had signed up a total of ten clients and only six had been processed. The agents who answered our customer’s call did not take into consideration all that Ms. [redacted] had been dealing with and handled the call poorly. This resulted in Ms. [redacted] creating a Revdex.com complaint to get her concerns addressed. We were able to get in contact with Ms. [redacted] and discuss the best possible way to approach and resolve what she had experienced. During this conversation we were able to gather the details of her customer service experience as well as insight into her business to better assist us in locating her Affiliate sales. We have since located the Affiliate sales that Ms. [redacted] had referenced. Out of the four sales, one was reverted due to violating our Affiliate terms of service, one had been processed and paid to her [redacted] account, and the other two have been placed under a second review for payout. To compensate Ms. [redacted] for her affiliate sale that had been reverted we have placed an affiliate referral credit as well as a hosting credit for one month on her account. We have also provided the unique experience Ms. [redacted] had been subjected too, to our Affiliate commision department to take under consideration during the second review of her sales. To rectify her customer service experience in regards to her inbound call we have placed two domain credits as well as three months of hosting credits onto her account. Ms. [redacted] has agreed to this offer. Regards, [redacted] Endurance International

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. 
It is hard to cancel a service that you didn't sign up for.  As I had no history of using the domain privacy service on my account I would like an explanation as to why and how I was signed up for the service.   Looking through the complaints for this company this year similar complaints are a recurring theme.  I insist that this firm cease acting in this way.  Given the multiple complaints for similar nature I ask that the Revdex.com look into downgrading the businesses ranking from A+.  I suggest this action be taken until they can go a full year without a similar complaint.
Regards,
[redacted]

When a domain is due for renewal, the registrant is sent courtesy notifications either through our system or by the registrar regarding the upcoming renewal. Our records indicate that we sent reminder emails on the following dates and times: 2015-03-27...

08:31:40 to [redacted] (60 Days to renewal) 2015-04-26 08:47:00 to [redacted] (30 Days to renewal) 2015-05-21 08:40:56 to [redacted] (5 Days to renewal) 2015-05-26 08:42:12 to [redacted] (Domain Expired) At this point, we can confirm the domain is available for registration again. Therefore, the customer may register the domain with any domain registration service provider at the normal registration cost, but we suggest locking in the domain for multiple years. The customer can register the domain again at FatCow by going to the following link: http://www.fatcow.com/domains/

To Whom it May Concern,We respond to this complaint as follows. Mr. [redacted] paid for 36 months of service on December 24, 2017. Per our User Agreement Terms of Service (Section 12-E), Bluehost does not offer refunds for cancellations that occur after thirty (30) calendar days. Mr. [redacted]...

canceled his services on 2/22/18 which is outside of the 30 days and therefore no refund was issued. Mr. [redacted] also mentioned that he made 2 attempts to cancel services, the first attempt being completed online. In order to terminate and/or cancel the account our  User Agreement Terms of Service (Section 11-B) states that the customer needs to provide notice to Bluehost by by phone at ([redacted] or chat. Once he called our support line on 2/22, we proceed in cancelling the account per his request. As a gesture of goodwill, we have decided to provide Mr. [redacted] with a full refund for the hosting services that were cancelled. The refund of $118.19 has already been processed in our system and will be issued to the card on file in 5 to 7 days. We have also refunded the customer the $11.88 that he was charged for the domain registration fee when the account was cancelled. Since the domain name registration is valid through 12/24/2018, we have left the domain in the account but placed it on a manual renewal. The customer will have until then to transfer the domain to another registrar, decide to renew it, or let it expire off the account.  Regards,Bluehost Customer Relations

Upon further investigation, we refunded the amount of $108.99 to the credit card on file for the account on 06/05/2015. We processed this request when we received your contact to cancel all services with us and refund on the same day. This amount total included the following services:- Pro-rated...

refund of The Essential hosting plan $79.09- Pro-rated refund SubmitNet - Basic Submission $9.95- Pro-rated refund of Sitelock plus $19.95The process takes approximately 7-10 business days. Please contact us if we may assist further.

To whom it may concern, We respond to this complaint as follows. Ms.[redacted] initiated a domain transfer to [redacted].com. Ms.[redacted] contacted our chat support on 3/5/18, inquiring about the status of the transfer. Ms. [redacted] was informed the transfer can take 5-7 days.  Ms. [redacted] stated she followed...

the transfer instructions on our website, which details a transfer can take up to 5 days. The receiving registrar states on their website a domain transferred to them, can take 7-10 business days to complete. We apologize the chat support wasn't a satisfactory option for Ms [redacted], we do however offer tech support via phone on our contact us page as well as in our help center on [redacted].com. In closing, we would like to apologize to Ms. [redacted] for any confusion or inconvenience to her caused throughout this process. It takes up to 5 days to complete a transfer from [redacted] but you have to factor in the time the receiving registrar needs to complete the acceptance of the domain transfer. Regards, [redacted] Customer Relations