MDR (Painting the Town)

We respond as follows to this complaintMr [redacted] contacted us on January 29th,regarding a publishing issue he was experiencing with his websiteMr [redacted] had different conversations with different representatives that caused confusionMr [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***'s site not publishing all pages created.As of yesterday, February 17, we contacted Mr [redacted] to address his concerns and to clear the confusion caused from previous conversationsWe have set the service to cancel at the end of its current paid term per Mr***'s requestAt this time Mr***'s issue should be resolved.Sincerely,Fatcow Customer Relations

To Whom it may concern,We respond to this complaint as followsMs [redacted] contacted us on February 29,and purchased our tailored design word press serviceUpon 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 customerDuring the design process the design representative will perform two site reviews with the customerThis 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 liveHowever,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,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 webIt 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 websiteWe 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 customersPer our terms of service, design services are non refundableHowever, as a gesture of goodwill we have refunded $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-business to appear on Ms[redacted] 's bank account.Sincerely,Startlogic 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 belowI'm sorry but I think you are being provided bad information below are two eMails I have recently received from Verio Neither email specifies the amount you will be charging me, neither eMail specify the credit card if any you will be charging Neither eMail specifies the length of renewal you will be charging Again all of these things USE to be standard in an invoice I would receive via eMail and [redacted] back in the begging of 2015.Dear [redacted] ,Thank you for your recent domain renewal purchase towards your "[DOMAIN NAME]" domain nameWe have submitted the order and are processing it nowIt should be reflected within your account shortly.As a reminder, you can review the status of your domain name at any time by logging into DomainCentral: [redacted] Once the order has been successfully processed, the new expiration date for this domain will be 1/1/2019.We wish you continued success and appreciate your businessIf you have any questions about your domain name and this recent purchase, please let us know:http://www.verio.com/support/contact.bmlSincerely,The Verio TeamP.SYou can now add professional Gmail to your domain! Learn more: [redacted] 825(4.6.16)Dear [redacted] ,We will be initiating the renewal for your "[DOMAIN NAME]" domainon 12/17/2017.Please be sure to check the status of the domain renewal by visitingDomain Central after 1/1/2018: [redacted] (Remember, it can take up to hours for a renewal to be processed.)The renewal will be charged to the credit card we have on file foryour account and processed when the renewal is initiated.(If you have a domain credit available in your account, we will usethat to renew your domain, and you will not be charged.)If you would prefer to handle the renewal yourself or renew fora period longer than a year, please ...- Go to Domain Central: [redacted] - Click on the link for your "DOMAIN NAME" domain name- Click on the button to renew your domain- Follow the instructions for purchasing a domain credit and completing your renewal before 12/17/2017.Pricing information for domains purchased through Verio isavailable in DomainCentral: [redacted] As a reminder, our products automatically renew for the same term length, using the payment method on file unless you choose to cancelYou can update your payment information, by going to the Account Information section within your Control Panel and clicking on Update Billing InfoIf you have questions about your account, your billing or to cancel your services, please call us at [redacted] .Wishing you continued success,The Verio Team=========================================================================Ter...⇄ of Service: [redacted] Privacy Policy: [redacted] Cancellation Policy: [redacted] Support: [redacted] Contact Us: [redacted] contact.bmls489.20DR(03.10.08)Regards, [redacted]

The customer received emails from us promoting [redacted] and the text of the email included the statement "the hackers are coming"This email arrived in his mailbox several days before his web site was hackedWe will pass along this feedback to our marketing team.We explained to the customer that [redacted] is common so it really is a matter of preventionWe informed the customer that [redacted] is our only automated solution, which is why it was recommended by our supportThere are other options available to remove malware, including contacting an security expert or hiring a web master.The customer purchased the monthly [redacted] plan and his site was enabled on the day he filed this complaint (6/9/15)The customer realizes [redacted] is necessary and has decided to keep the service with no disputesWe acknowledge that our support team could have done a better job at addressing his concerns and escalating to a managerWe offered a $refund for the first month of [redacted] , and the customer acceptedWe have emailed Walter a list of suggestions for keep his account/website secure

We have submitted the check refund for $Please allow approximately days to receive the refund check

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]

To Whom It May Concern, We respond as follows to this complaintOn 2/5/Mr [redacted] called in because he had received an email from one of our agents referencing his accountThis email was tailored for our FatCow customers, not our iPage customersThis was a mistake on our endThis email prompted Mr [redacted] to investigate the issue as he is an iPage customerDuring the phone call, the agent who answered, was not as forthcoming with the property of the account he was able to pull up with the information Mr [redacted] provided as he should have beenOur agent was in fact referencing the iPage account that we have for Mr [redacted] , who was under the impression that he was calling FatCow for assistanceThis led Mr [redacted] to believe that a FatCow account existed with his informationMr [redacted] has requested that we delete this erroneous account and reverse any negative impacts it may have had on his hosting status and creditOur stance on this issue is that we do not have a FatCow account for Mr [redacted] We do have an iPage accountThere has been no negative impact on either party in regards to this situationNo charges for hosting have been placed in reference to the FatCow account because it does not existAll of this could have been avoided if our agents were vigilant with the details of the information they were handlingWe have relayed this information to Mr [redacted] so he has it for his reference

According to our policy, we do not provide a pro rated hosting refund if the customer cancels their account in the middle of the termIn this case, the customer was billed $for months of hosting service on 5/26/The actual term began on 6/10/and the customer did not cancel the account until 9/7/However, as a gesture of goodwill, we have issued the customer a pro rated refund of $Please allow business days for the refund to post to your credit card statement

To whom it may concern,we respond to this complaint as follows.On August 11, Mr [redacted] (“Customer”) contacted us about not receiving of the domains he purchasedOn his initial contact with us we investigated the issue and determined that the customer was charged the correct price($38.34) for purchasing domain name for yearsOur internal, as well as external billing system showed the customer had purchased a single domain name for yearsHowever the customer remained adamant that on his computer screen he was shown that upon check out he would be receiving domain names for the price of $38.34.On August 12, the customer provided screenshots of the receipt he received from us in his emailBeing that screenshots are often modified to mislead us, we remained skeptical of the situationAfter speaking with [redacted] on August 22, he was able to show me how to replicate this exact errorWith [redacted] ’s assistance we found a interface glitch on the front of our websiteWe 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 years free of chargeAt the time of this writing I am happy to say that we have mended our relationship with [redacted] .Sincerely,Netfirms Customer Relations

To Whom it May Concern,We respond to this complaint as followsMr [redacted] was sent an invoice on September 10, which was days prior to being billed via the billing email address on his accountThe invoice advised that Mr [redacted] 's hosting would automatically renew with the payment method on file on October 10, On October 10, his hosting automatically renewed for year in the amount of $This renewal processed as an automatic renewal with the payment method on file due to his account being set to auto renewWhen Mr [redacted] agreed to our Terms of Service he agreed to allow the payment method on file be charged automatically when his products and services were set to automatic renewal statusMr [redacted] contacted our phone support on October 17, requesting to have his hosting plan canceled and receive a refundUnfortunately, due to a mistake made by the agent he spoke with, the immediate cancellation and refund did not take placeRegrettably, as the account was not properly cancelled, on November 11, Mr [redacted] placed a chargeback dispute with his bank for the hosting renewal as he had not received a refundWhen we were notified by his bank on November 15, 2016, it initiated a suspension of his account as the money for the renewal of his account was taken back from the bankWhen a chargeback is made on an account an email is automatically initiated advising the customer that we have received notice of a chargeback and that a temporary suspension of the account is done until the billing issue is resolvedNovember 15, Mr [redacted] contacted our support requesting to have his domain transferred to another companyThe agent assisted Mr [redacted] with the transfer and he was able to get the other company to do an immediate transferUpon receiving this complaint, seeing the errors made on our part, we removed the suspension from Mr [redacted] 's accountAlthough we no longer had possession of the money from the renewal due to the chargeback, we immediately issued a refund for $back to his card to try to rectify the error originally made when he contacted us on October 17, At this time we have passed along feedback regarding his customer experience to our management team and have provided the proper coaching to the the agent who spoke with Mr [redacted] An email was sent to Mr [redacted] on November 16, notifying him of the actions we have taken as well as an explanation of the error made by our staff.Thank you,POWWEB Customer Relations

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 supportAfter 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 violationWe requested he reach out to our support for more information about thisOn October 5, Mr***'s account was re-scanned and the files at that point came back cleanThe account was reactivated and the website was back up and runningLater on October 5,our system scanned the account and found more MalwareDue 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 informationOctober 6, 2017, Mr [redacted] called into our support about the issueOur 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 issueLater 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 cleanBy October 9, our system flagged the account again for the same issueAn email was sent to the address " [redacted] " notifying Mr [redacted] that the account was contaminated again and requested that he contact usUpon contacting our support, on October 9, 2017, Mr [redacted] was advised that our scan was showing more files were infectedAnother agent spoke with Mr***, and indicated that our system was finding positives due to emails being sent to customers who sign up on Mr***'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 BlueHostTherefore, 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 stepWe can confirm that the account is active and Mr***'s website " [redacted] " is up and runningWe 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 concernsWe will be more than happy to helpThank you again for bringing this matter to our attentionRegards,BlueHost Customer Relations

To Whom It May Concern,We respond as follows to this complaintMs [redacted] purchased domain names on November 17, At that time we were having a sale of $for the first year registration of a new domain nameAfter selecting the domain names she wanted to registered she chose to create a new accountWhen registering a new domain name, at the checkout screen it defaults to a year registration in a drop down menu to allow customers to easily see they can register their domains for multiple yearsMs [redacted] stated when she got to this screen, she changed the first domain to a year term and then a pop up screen came up asking for her contact and billing information which she assumed was to create the new accountAfter entering all of the information, she thought she would then be able to change the remaining domains to a year term but instead received a thank you for your purchase messageMs [redacted] called our support team after this to request an adjustment to this purchase as she was not planning on spending $on the domainsShe was advised it is our policy that domain registrations and renewals are non-refundable as we are unable to take back the registration from the registrar once completeUpon receiving this complaint, we spoke with Ms [redacted] by phone on November 22, and advised her of the reasons for our policyWe attempted to replicate the experience Ms [redacted] had when registering her domains as this is not how our checkout process works when registering and starting a new account but we were unable to replicate the same issuesOur engineering team is continuing to research the issue she experienced in attempt to replicate and ensure there are no bugs with our checkout processWe were able to come to a resolution with Ms [redacted] by offering her, as a one time courtesy, to refund back to her card for half of her purchase in the amount of $as well as a $account creditThank you,iPage Customer Relations

To whom it may Concern:We have reached out to the complainant to address their issue and to come up with an amicable resolutionWe were in contact via email through the dates of 03/30/2016- 04/01/On 01/31/2016, StartLogic charged the customer for Domain PrivacyHowever, the Domain Privacy was not attached to any domainWe have refunded [redacted] $for the inconvenience caused.In addition to the refund, we listened to the complainants feedback regarding the policy of Domain privacy and we have forwarded the suggestion to our Engineering team to have it reviewed [redacted] can feel free to contact us at any time for any additional inquiries regarding their account and we will be more than happy to assist with the issue.Regards,StartLogic 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] While I did receive an eMail indicating that the domain name will renew, no were was I ever provided with an invoice/bill outlining the costs, name(s) and term lengthAs previously stated the last time I received these from Verio was back in May of For some reason after the migration/buy out they stopped communicating with their customers The business also has an obligation to notify their existing customers with notice when pricing changes, either via a bill/invoice they use to send or by an eMail indicating the new pricing will be x ans take place on x date 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 informationAfter thoroughly looking over Mr [redacted] 's reseller account (***) we found that on March 8, 2018, Mr [redacted] was sent an email informing him of an upcoming hosting renewalUpon reviewing Mr [redacted] 's reseller account, which holds the domain name " [redacted] .com", we can confirm that there is no request to cancel hosting servicesIn 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 servicesWe 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 resolutionMr [redacted] was also refunded the following accounts as a goodwill gesture due to the technical issues he experienced at that time: [redacted] - $refunded to credit card charged ending *** [redacted] - $refunded to credit card charged ending *** [redacted] - $refunded to credit card charged ending in *** [redacted] - $refunded to credit card charged ending in ***However, our team did not receive a response from Mr [redacted] from that point on.We were able to see that the only account set to "cancel" was the resold account " [redacted] "Upon reviewing the account, we can see that Mr [redacted] set the account to not renew on August 1, The account was scheduled to cancel at the end of the paid hosting term, August 16, However, upon further review, we see that the customer logged in on July 3, 2016, and set the account back to the auto-renew status which canceled the cancellation request made on August 1, Upon reviewing the reseller and resold accounts we can confirm that the only account that has been charged is the " [redacted] "Please see the charge that occurred below:$USD for the [redacted] Windows HostingAt 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:"***"Resold accounts:" [redacted] "" [redacted] "" [redacted] "" [redacted] "Thank you for bringing this to our attention,ReadyHosting Customer Relations

To whom it may concern:We respond as follows to this complaintWe have reached out to the customer multiple times to resolve the issueWe have emailed them from the email provided and called multiple times to the number providedWe left a voicemail asking for a call back but still no responseIf they return our contact, we are happy to work with them and we will most likely refund the $13.49.RegardsEndurance Customer Relations

To whom it may concern:We address this complaint as follows [redacted] contacted us via [redacted] on June 18, Mr [redacted] emails were not functioning properly due to his website containing malwareSince his website is infected, it gave the domain a bad reputation which in turn made email scanners believe all of his emails were spamThe resolution to this problem would be for the customer that manages the website, to clean the website filesOnce the website files would be clean, the domain reputation would be betterFile management is handled all by the customer and not the hosting provider as we have attempted to let the complainant knowA customer service represantative was more than happy to reach out to [redacted] and discuss this issue and even go through how to manage/delete the files off of Powweb serversHowever, Mr [redacted] declined any assitance from us and was demanding we clean the website free of chargeWe do offer a product called Sitelock that would clean the website for him but it is not a free product and we were not going to guarantee anything being free until we spoke on the phoneAgain, Mr [redacted] declined any assistance from us.As of now, Mr [redacted] ' website files still contain malware and he is refusing to speak with us on the phone [redacted] may feel free to contact support if he has any other questions.Regards,Powweb 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 resolvedHowever, they took 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]

Revdex.com:Thank you for your assistance communicating with Endurance International GroupWe are at an impasse and I would respect your decision to file this as unresolvedWe could leave it at that I did communicate with the company as I said but I am at a loss for not recording dates as I usually do.I have the option to drop their service and to not include them among my recommendations to students as a web serviceI am glad we have organizations such as the Revdex.com to mediate This helps consumers and businesses alikeI hope Homestead/Endurance formally joins the Revdex.com to be transparentIf they really are effective in customer service/community relations it will help them stay viable.Sincerely, [redacted] 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 belowRegards, [redacted]

To whom it may concern, We respond to this complaint as followsAfter review of Ms [redacted] 's complaint we have found domains associated to her accountWe have also found that all of these domains have been set to our manual renewal option, so Ms, [redacted] would be responsible for processing any domain renewals herselfWe sould like to inform Ms [redacted] of our Domain Registration Agreement, Section titled Registration Renewal You are solely responsible for ensuring that any and all domains and additional services are renewed prior to their expiration, should you so desire their renewalYou may renew your domain at any time before the expiration dateDotster shall have no liability to you or any third party in connection with the renewal, including, but not limited to, any failure or errors in renewing the servicesYou may be notified at Dotster's sole discretion when renewal fees are dueShould these fees go unpaid within the time specified in a notice or reminder regarding renewal, your registration will be cancelledPayment must be made by such other method as we indicate in the renewal formIf your billing information is not accurate, you are solely responsible for the failure to renewIn addition as early as days after expiration, your domain name may be purchased by a third partyDotster does have the ability to authorize one time payments for domains, even if users are unable to verify their accounts or ownership, These payments are non refundableIn addition, we would also like to share this information in regards to expired domain namesYou agree that we may place our contact information in the WHOIS output for any expired domain name, as the failure to renew results in the immediate cancellation of registration and loss of all rights to the domain nameShould you choose not to renew your domain name, you agree that we may, in our sole discretion, renew and transfer the domain name to a third party on your behalf as an Expired Domain Transfer ("ED Transfer").In closing, we would like to apologize for any confusion or frustration that Ms [redacted] experienced throughout this processWe understand that she would like assistance in going through her domains and verifying their ownership to herWe would reccoment that Ms [redacted] utilize public records such as the WHOIS databases in order to verify her ownershipIf she would like assistance in removing any domains that she is aware no longer belong to her, we would be more than happy to assist her with this issue furtherRegards, Dotster Customer Relations