MDR (Painting the Town)

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.

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

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

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.

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]

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.

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

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]

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/

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]")

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

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

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 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 respond to this complaint as follows. Upon review of Mr. [redacted]'s account, we have found some additional information on the ticket (ticket # [redacted]) that we would like to relay. Currently, there aren't any server side issues with email client error. I was able to...

configure your mailbox and send emails without any error. Since you are experiencing this issue with multiple email accounts, I suggest you contact your ISP and make sure they are not blocking any of the email client port numbers that you are using.Also, I checked the provided screenshot, the settings are fine however I could see that you are using 'Test account settings' to check the connection, as this option will not work in [redacted]. Please disable it and click the 'next' button to configure your mailbox and then check the email functionality.Please make sure you have temporarily disabled both antivirus software and firewall settings in your system and then check the performance as well. If the issue persists, please configure new mailbox profile in your email client and then check the performance.You may also provide us with the [redacted] results by referring below:-> Go to Start > Run and type 'cmd' in the text area and click 'OK'. Type '[redacted] pop.ipage.com 110' without quotes at the DOS prompt. Repeat the same for: smtp.ipage.com 25 smtp.ipage.com 587 smtp.ipage.com 465In order for us to continue to assist further on this issue, we'd recommend Mr. [redacted] provide us with the [redacted] results by referring to the method provided above and responding to our ticket so that we can continue to work toward a resolution. We would like to apologize for any inconvenience this has caused, and we look forward to being able to resolve this issue with Mr. [redacted]. Regards,iPage Customer Relations

Revdex.com:   I have reviewed the response submitted by the business and have determined that the response does in part satisfy my issues and/or concerns in reference to complaint #[redacted].  However it does overlook the complete series of events and attempts to place themselves in a optimistic light even indicating that I was simply instructed to not use the Sandbox tool and somehow all would have been solved.    My request was to have someone help me who was qualified to handle my problem and questions.  This has occurred, and I am grateful.  However, I wish the record of this matter to be accurate and available for other customers to learn from my experience and be available to assist them with their purchase and vendor selection decisions.     My recent experience with iPage, or the home company, The Endurance International Group, Inc. of Burlington, MA, did indeed come to a happy conclusion—the 2nd level technical engineers helped me; however, it was difficult and I had to endure three (3) separate exchanges (one via telephone and two via online chat) that were NOT helpful.  And, this took multiple days to finally be resolved, which would be valuable time to a business if I was running a business website.  Furthermore, what probably was the worst offense by iPage (The Endurance International Group, Inc) was that while the first level technical assistance personnel were of NO assistance, one even instructed me to make modifications to the database, which was revealed to have caused more problems discovered by the 2nd level technical help engineers.  Additionally, the second unfortunate experience causing frustration and a negative experience with the company was one of the company’s first level technical help personnel (a person identifying themselves as [redacted]) even hung-up /  disconnected on me during the chat session after I asked to be transferred to 2nd level technical engineers.  This was extremely irritating to myself, a customer whose has been paying iPage for many years to host multiple domains and websites, someone I would consider a good customer.  My other experience with the online chat technical help person diagnosed my problem incorrectly and insisted that I had “exceeded my query limit” even suggested I needed to purchase additional services to remedy the situation.  Lastly, in order for me to finally be redirected to competent engineers who could diagnosis and communicate solutions to me I had to request multiple times to be transferred (3 times) before he complied and gave me a ticket number (person identifying himself as [redacted]).     Yes, my problem has been resolved for which I am grateful to the second level technicians.  However, no customer should go through what I did attempting to get assistance from a company I pay for their service.  I would direct the Revdex.com to note that iPage or the Endurance International Group, Inc did not apologize and take responsibility for their first line technical help personnel’s behavior, nor admit their mistakes and erroneous help delivered to me.  I simply wish the record to be clear and accurate.    Regards,  [redacted] J [redacted]

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

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 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