MDR (Painting the Town)

To whom it may concern,We respond as follows to this complaint. Our system flagged Mr [redacted] on July 11th, 2017 for having a name that is on the United States Specially Designated Nationals list. As a US based company, United States Federal law states that we cannot do business with...

anyone in Iran (IR), Sudan (SD), Syria (SY), Cuba (CU), North Korea (KP), Crimea or who are Specially Designated Nationals (SDNs). When we get a customer who has been flagged as part of the SDN list, we suspend the account and reach out to the customer requesting that they provide us with a government issued ID stating their name and date of birth, to verify they are not one of the Specially Designated Nationals. We sent this notice to Mr [redacted] on July 11th, Mr [redacted] responded back but provided us a Florida ID that did not have his date of birth listed so we were unable to remove the suspension on his account on this date. We did advise Mr [redacted] on July 13th, 2017 to please provide us with his ID showing both his name and date of birth so we could un-suspend his account by verifying his identity. He did provide us with an ID proving he is not the Specially Designated National and we un-suspended his account on July 14th, 2017. Mr [redacted] has not reached out to us since the un-suspension for his account and his site is now live and active. Sincerely, iPage Customer Relations

Better...

Business Bureau:
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:We looked into Ms. [redacted]'s concerns thoroughly, and we can confirm that Ms. [redacted] did receive the purchased services. Therefore, we are unable to process the requested refund. We would like to thank Ms. [redacted] for her feedback regarding her experience, as we are always looking to improve our efficiency and reliability when it comes to our services. This goes a long way in providing us with how to better go about this situation in the future. We do feel that we could have done a better job communicating the conclusion with Ms. [redacted], and again would like to offer a free walk-through to help her maintain the website on both browser and mobile going forward. We ask that Ms. [redacted] provide us with a good email to reach her at so we can set up an appointment for the free walk-through.Regards,Homestead Customer Relations

To Whom It May Concern,We respond as follows to this complaint:On October 8, 2017, Ms. [redacted] contacted the Revdex.com to inquire about her experience with our support. After reviewing the account we found that on May 22, 2016, we sent Ms. [redacted] an email to the email address...

"[redacted]", explaining that malware was detected on the domain name "[redacted]" and the website was temporarily suspended until the infected files were either cleaned out or removed from the server. We hope that Ms. [redacted] understands that these security measures are put in to place to protect the visitors of Ms. [redacted] website as well as to protect other customers who are on the same shared platform as her. In order to rectify the issue, an agent suggested the additional product "SiteLock" to help with cleaning out the infected files . SiteLock is a third party product and is a optional service we suggest to customers for issues such as this as many of our customers do not know how to remove infected files on their own. We provided the contact information for SiteLock and also gave an alternative way to go about cleaning the files. Additionally, we provided articles in order to help them navigate the process of cleaning the files on their own. Ms. [redacted] advised our Support that she would contact her web developer before making the decision about SiteLock. It appears that Ms. [redacted] did indeed reach out to SiteLock directly for help with this matter, however Ms. [redacted] did not purchase the services through FatCow, and instead purchased directly from SiteLock. Therefore, we are unable to review the services and account Ms. [redacted] has with SiteLock.On May 26, 2016, SiteLock Confirmed that the files had been cleaned and asked us to re-scan the files and reactivate the website. An email confirming that the files had come back with a clean scan and the website was reactivated, was sent to Ms. [redacted] via email to the admin email on file  "[redacted]" which also included suggestions on how to prevent this issue from happening in the future. We can confirm that we have issued a refund in the amount of $90.54 USD to the card ending in 1333 on October 6, 2017. Ms. [redacted] will see this refund in her account within 5-7 business days, however this will depend on her financial institution. Regarding the refund from SiteLock, we are unable to assist in this matter, as previously stated, Ms. [redacted] purchased the services directly through SiteLock themselves. If Ms. [redacted] requests a refund from SiteLock, contacting the company directly, would be the next step.Thank you for bringing this to our Attention.FatCow Compliance Team

We have reviewed Mr. [redacted]s recent support requests regarding the dedicated server and were not able to identify any issues that were not addressed in regards to that hosting package.For clarification our Support services are a courtesy service that we offer with the purchase of our hosting services and products and there is no additional charge for support.If Mr. [redacted] can provide clarification on what issues or concerns that have not been addressed we would be happy to review them.  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.

HelloWe respond as follows to this complaint. The customer has already initiated the transfer on our end. At this time we do consider this issue resolved.Thank you,[redacted]

Our engineering team reviewed our available back ups and unfortunately we were unable to locate the email on the servers. In regards to someone accessing the customer's account, based on our records  we do not seeing anyone accessing the account during the times when the customer had not...

reached out for assistance. The only times our team has accessed is when we have had a contact for support or questions.As a gesture of goodwill, we are refunding the recent charge for the 5GB upgrade ($24.95) so the customer will have this product for free for one year, as well as added a credit on the account of $30.

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 am going on record to ensure that my side of the story is in writing. You see, The issue mentioned in the response I didn't receive, is NOT the current issue. The current issue occurred AFTER the aforementioned issue was corrected and the plugin causing the problem was (and remains) deactivated.This is just another incident of many as to why I continue to be aghast at the lack of understanding & support from this company. Regards,
[redacted]

We replied to the ticket and spoke with the customer on the phone. We note his web sites are working now and we will follow up as needed. Customer will also monitor his site and reply to the ticket if he still desires a server move. We will take care of that if that is his choice.

Revdex.com:First of all, this business is WAY off on my name. My name is [redacted], not "[redacted]". There is no excuse in the world for butchering my name to that extent.Secondly, I have reviewed the response submitted by the business in reference to complaint #[redacted]. My issue with this business has been resolved to my satisfaction. I would like to further recommend that this business do a thorough re-training of its "customer service" employees. This is the last time I will use [redacted]'s chat feature and/or 1-800 number. From this point forward, I will be contacting [redacted]'s social media account for any issues that may arise in the future. No one seems to care at all about customers in their "customer service" department.Outside of this issue, I've had no problems with [redacted] in the 13 years I have been utilizing their services. Their company may continue to host my current two websites.Please close out my complaint as "resolved".Sincerely,
Mr. [redacted] (not "[redacted]")

We sent renewal notifications for both hosting and the domain registration to the email address we had on file. However, it does not appear the customer attempted to cancel the account before the bill date of May 29, 2015 so the account auto-renewed in accordance with our Terms of Service. The...

customer called in multiple times after the hosting renewal was processed to request a prorated refund.  However, according to our policy, we do not issue pro-rated refunds under normal circumstances. However, in a show of good faith, we have issued a pro-refund for the hosting in the amount of $71.39 on July 22, 2015.

To Whom it May Concern,We respond to this complaint as follows. We have reviewed Mr. [redacted]’s complaint and wish to note that the suspension placed on Mr. [redacted]’s domain [redacted].com (the “Domain”) was due to his failure to respond to multiple domain verification emails. To provide some...

context, MyDomain is an ICANN (short for “Internet Corporation for Assigned Names and Numbers”) accredited domain registrar and is therefore required to abide by ICANN’s rules, regulations and policies as well as the Registrar Accreditation Agreement (“RAA”) (available at: [redacted]).  This accreditation allows MyDomain to sell domain names. By registering a domain through MyDomain, the domain's registrant agreed to be bound by MyDomain’s Terms of Service and Domain Registration Agreement. Pursuant to MyDomain’s, Domain Registration Agreement, the domain's registrant is required to submit valid information such as his/her name, email address, postal address and phone number (collectively, the "Registration Information") to register a domain. The domain's registrant is also required to update the Registration Information in the event of a change within seven (7) days of such change. In addition, pursuant to the Whois Accuracy Program Specification within the RAA ([redacted]#whois-accuracy), MyDomain is required to contact the registrant of each domain on an annual basis and remind them of their duty to maintain accurate Registration Information. On September 01, 2014, MyDomain sent a reminder to verify that the Registration Information for the Domain was correct. The email was sent to the registrant email address listed on the Domain, which was  [redacted] (the “Registrant Email”).Pursuant to MyDomain’s Domain Registration Agreement, failure to respond within ten (10) days to any inquiry by MyDomain concerning the accuracy of the Registration Information is a material breach of the Domain Registration Agreement and as a result, the Domain was suspended on September 17, 2014 and website associated with the Domain went offline.On June 13, 2017 we spoke with Mr. [redacted] and explained the reason for the clientHold on the domain name. We were able to assist him in updating the domain's contact information and successfully verifying the domain name. The domain '[redacted].com' is now verified and the website is resolving. We have advised Mr. [redacted] that if he has any further issues or concerns that he feels have not been resolved, he can contact us and we would be more than happy to assist him.Thank you,MyDomain Customer Relations

To Whom it may concern:We have reached out to the customer on 03/16/2016 at 9:45 AM and provided them with information about their account. They had received an email from us stating that we were going to charge their card for renewal. Mr. [redacted] did not want these charges to occur so we have...

deleted the account per their request. The customer will not receive any additional charges or emails from us. The complainant can feel free to reach out to us anytime if they have any additional inquiries.Regards,[redacted] Customer Relations

To Whom it may concern,We respond to this complaint as follows. Mr. [redacted] contacted us on November 22,2016 regarding email issues he was experiencing. Our web advisors informed Mr.[redacted] that the mail limits had been reached which resulted in Mr. [redacted] 's emails...

to stop functioning temporarily. However, our web advisors were able to resolve the issue with Mr. [redacted] over the phone and ensured that the email functionality was properly working.  As a gesture of goodwill we have applied six months worth of goodwill credit to Mr. [redacted]'s account. The credit is available for use now and will automatically apply toward any renewals or new purchases. We have reviewed Mr. [redacted]'s account and contact history with us and have determined where it is we could have done a better job at communicating and assisting in more efficient manner. We have notated Mr. [redacted]'s feedback as well as shared his comments with our executive management and engineering teams so that we may improve on how we respond to these scenarios going forward. Sincerely, [redacted] Customer Relations

Hello Mr. [redacted],Our records do not show that a representative added the Domain Privacy services to your account. This indicates that the Domain Privacy services were added through the normal checkout process on our website. When registering or renewing a domain, you are given the option to opt out of Domain Privacy. Based on our records it appears that the Domain Privacy option was not de-selected or removed from your cart before you authorized the payment. Going forward, Billing Central is a great resource for always knowing what charges are going to be due on your account as well as the email reminders we send before you are billed for any automatic renewal. I hope this information is helpful.Thank you,[redacted] 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. I believe that eHost registered the domain mane after I requested the refund to keep the fee.  The full amount should have been refunded. Regards,
[redacted]

To Whom It May Concern,We respond as follows to this complaint.Ms. [redacted]  contacted us on October 11,2016 regarding issues she was experiencing with her [redacted] website. It appears the issue was related to the W3 Total Cache plugin that was installed to Ms. [redacted] site.Our technical...

tier three team was able to replicate the issue that Ms. [redacted] was experiencing and have resolved the issue by disabling the W3 Total Cache plugin. In addition, per our billing policy we are able to issue a refund for services if the customer cancels their subscription within 30 days of signup. Although, we would love to keep Ms. [redacted] as a customer, we do understand that she must do what is best for her and her business. We have informed Ms. [redacted] that we can make an exception to policy and issue a prorated refund if she decides to cancel the account. As a gesture of goodwill, we have applied three months worth of credit to Ms.  [redacted] account. The credit is available for use now and will automatically apply toward any existing renewals or new purchases.Sincerely,Fatcow Customer Relations

To Whom It May Concern,We respond as follows to this complaint. On November 5 the customer requested a "proper" inovice to be emailed to him. All invoices are within the customers account and available to be printed. We do not auto email an invoice. On November 6 the customer requested all services...

be removed/cancelled and have a refund issued. On November 6 we did reach out to him to notify him of where to locate the invoice he requested. As well, we asked if he could confirm he still wished to cancel.On November 7 the customer asked for the account to be cancelled and for a full refund. That same day we replied stating we would issue a refund that day and close the account. The refund was issued on November 7 but can take 2-10 business days depending on the customer's financial institution.We do believe that this issue is resolved at this time.Thank you,eHost Customer Relations

To Whom it may concern,We respond to this complaint as follows. We would first like to sincerely apologize for any inconvenience these issues may have caused Mr. [redacted]. Upon reviewing Mr. [redacted]’s account we can see that he signed up for a promotional offer on 1/22 which provided him...

with 3 months free of our Contact Contact Package (0-500 Contacts). This would have provided Mr. [redacted]’s the free service through the following billing periods: 1/22 to 2/22 (1st month), 2/22 to 3/22 (2nd month), and 3/22 to 4/22 (3rd month). After the 3rd month, the customer would be billed the normal price of $20/mo for the billing period of 4/22 to 5/22 and there monthly going forward. At the time of sign up for this service, there is a chart showing the amount of contacts the customer is required to keep in order to keep the free service and also provides the pricing if the amount of contacts exceeds a particular amount: Please see the attached screenshot. Per the Contact Contact Terms of service which the customer is required to accept before signing up for the services “Once you have completed any applicable free trial period or exceeded any limits described on the applicable fee schedule (the "Fee Schedule"), you will be subject to fees in accordance with any applicable Fee Schedule.”In reviewing Mr. [redacted]’s account, he did receive the first month free from 1/22 to 2/22. We are showing that he was billed  $55 on 2/17 for the billing period of 2/22 to 3/22. This was because the number of contacts he had in his account at the time of the renewal was above the 0-500 Contacts tier, and he had bumped up to the [redacted] Contacts tier. This meant that he is no longer qualified for the free services and was being billed at the $55 rate per month. Mr. [redacted]’s remained at the [redacted] Contacts tier for the next 2 months and was billed $55 on 3/17 and 4/17.Upon contacting our support team on 4/17, Mr. [redacted] was provided with a refund for the 2 months that he was charged on 2/17 and 3/17, totaling $110.00.As a gesture of goodwill, we have issued an additional refund of $55.00 for what the customer was charged on 4/17. At this time, refunds have been issued for all monies charged to the customer for this service, which come to a total of $165.00. We are unable to compensate an additional 3 months of constant contact, due to the number of contacts that still exist in the account.Regards,Bluehost Customer Relations Team

To Whom it may concern, We respond to this complaint as follows. We regret any frustration you may have experienced regarding your hosting account services. We were only able to locate one account with the information provided and were able to determine the technical issue you were...

experiencing has been resolved. It appears the representative had you reset the passwords for the email accounts and that solved the issue. Being that the resolution was related to resetting your password and this issue affected several accounts on different servers, it is unlikely the server was the cause of the problem.In accordance with Bluehost's Terms of Service, Bluehost does not provide customers with compensation for downtime or delay in service. As a goodwill gesture and in the spirit of mediating your complaint Bluehost is willing to provide one month of hosting at no additional cost to your clients once you have provided us with the primary domain of each affected account.In closing, we have made multiple attempts to contact you, however, we have been unable to make contact. Please feel free to contact us at any time should you like to discuss this matter further. Sincerely, BlueHost Customer Relations