MDR (Painting the Town)

To Whom it may concern,We respond to this complaint as follows. At this time our affiliate management team is performing a thorough review of Mr. [redacted]'s account and sales in question to ensure that Mr. [redacted]'s promotional method and sales meet the guidelines set forth in the affiliate agreement. Management has confirmed that the review will be complete by October 25,2016 and if the sales are deemed as qualified, payable commissions will be paid out no later than October 31,2016 to Mr. [redacted]'s method of payment. Please note that iPage reserves the right to withhold initial Commissions Fees for Affiliates who are new to the Affiliate program, or who have commissions that are potentially fraudulent as determined by iPage in its sole discretion, to determine the legitimacy and cancellation rates of Referred Customers.http://www.ipage.com/affiliate/affiliateagreement.bmliPage Customer Relations

Revdex.com:Endurance/[redacted] issued me a full refund quickly.  I'm very happy they decided to do that as I believe that is the right thing for them to do. I'm appreciative to them. 
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
I have called several times, and I have been told someone has to call me back each time -and I have tried to comply with that.  A call back from your company mostly has never happened.  The last time I asked for help, I reported to a manager: If someone does not call me back this time, I will contact the Revdex.com.  The next day, NO ONE CALLED.  I am not backing down.  I said several times when I called previously, "I do not want my money back, I just want it fixed."  Since this has not happened in MONTHS, now I am using the Revdex.com to communicate.  In the meantime, my mobile site is still not fixed and looks ridiculous (and yet clients are navigating it, and telling me daily "hey your website is messed up" -it is a daily reminder of your poor service).  Again, this is what my customers have been viewing for months because you do NOT call back when you schedule the call backs.  It seems IMPOSSIBLE to get this website completed, or fixed.  Since it has gone on for so long, I want a refund.  My site is NOT acceptable.
Regards,
[redacted]

To whom it may concern,We respond as follows to this complaint.At this time the domain name '[redacted]' is pending transfer away from PublicDomainRegsitry's reseller 'FREEHOSTING.COM' to a new regsitrar. We would like to apologize for any frustrations that we're experienced and clarify that as an ICANN accredited registrar, if the domain name is in an eligible transfer status and the account has not been flagged for abuse, PublicDomainRegistry and any of its reseller's are unable to deny the customer access or refuse to provide him with the Authorization Code. Unfortunately, since the domain name is transferring away we would not longer be able to assist with registration issues. However, we would like to thank Mr [redacted] for his feedback regarding this matter. Feedback like this helps us identify where we can improve our customer experience as a whole.  Sincerely, PublicDomainRegistry Customer Relations

Revdex.com:
I have reviewed the response submitted by the business and although I generally disagree with the specific site lock functionality stated within the message -- I have also determined that the response does satisfy my initial refund request 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. 
Best Regards,
[redacted]

To Whom it May Concern,We respond to this complaint as follows. Ms. [redacted] contacted us on August 9, 2016 and purchased our tailored design [redacted] service. Upon 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 customer. During the design process the design representative will perform two site reviews with the customer. This 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 live. On August 16, 2016 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 web. It appears Ms. [redacted] had some issues after the site was launched.We 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 customers. As a courtesy due to Ms. [redacted]'s dissatisfaction with the initial website design and issues with the launch, our design team is working with her to rebuild an entirely new website. Thank you,iPage Customer Relations

To Whom it May Concern,We respond to this complaint as follows. Ms. [redacted] activated the account on 10/6/17 with the registration of a domain and hosting plan. In December 2016, a Positive SSL and Dedicated IP was purchased by Ms. [redacted] for a total price of $88.22. We have researched...

her account and determined that Ms. [redacted] initiated and processed the order through her account, it was not processed by one of our representatives. The order was also purchased using her paypal account which cannot be access by any member of our support team as only the user can authenticate and authorize payments through paypal. Per our User Agreement Terms of Service (Section 10-D), all products are automatically place on auto renew. Therefore, in September 2017 the dedicated IP renewed along with her hosting plan and in December 2017, the SSL certificate automatically renewed. Customer was sent an email 30 days prior to each of these renewals notifying her which products were going to renew and what would be charged to her card on said date. As stated in our User Agreement Terms of Service (Section 12 A-E), we do allow cancellations of products and either a full or prorated refund if contacted within 30 days of renewal. The first communication we received from Ms. [redacted] pertaining to this issue was on 3/9/18 therefore when the Positive SSL was canceled there was no refund issued. However, we did issue a prorated refund for the dedicated ip totaling $41.57 (total charge was $71.88). We would like to offer our deepest apologies to Ms. [redacted] in regards to the bad experience she had with our support team. We strive to provide excellent service & are disappointed that we did not deliver that to her. We have reviewed the account and contact history on her account and will be addressing any coaching/training opportunities internally with our management teams. We do show that the issue(s) with Ms. [redacted]’s account was escalated to our T3 admins and it has since been resolved. As a gesture of goodwill although it is outside of our policy, we have decided to provide Ms. [redacted] with a full refund for all monies paid on the SSL and Dedicated IP. Ms. [redacted] was charged the following for these products: $88.22 on 12/2016, $71.88 on 9/17 and $49.99 on 12/17, totalling $210.09. As mentioned previously, $41.57 has already been issued back on 3/9/18 as a prorated refund on the dedicated ip for the 9/17 invoice. Therefore, we processed an additional refund in the amount of $168.52 which should reflect in the customers account in 5 to 7 business days. In closing, the issues with Ms. [redacted]’s website have been resolved and we have issued a refund for all monies paid for these 2 products totalling $210.09 as a gesture of goodwill and for the inconvenience Ms. [redacted] incurred while her site was down during the plan change. We would again like to apologize for the frustration Ms. [redacted] experience and appreciate her giving us the opportunity to resolve this issue and  look forward to keeping her as a valued customer.  Regards,Bluehost Customer Relations

To whom it may concern:We address this complaint as follows. [redacted] contacted us via [redacted] on June 18, 2016. Mr. [redacted] emails were not functioning properly due to his website containing malware. Since his website is infected, it gave the domain a bad reputation which in turn made email scanners believe all of his emails were spam. The resolution to this problem would be for the customer that manages the website, to clean the website files. Once the website files would be clean, the domain reputation would be better. File management is handled all by the customer and not the hosting provider as we have attempted to let the complainant know. A 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 servers. However, Mr. [redacted] declined any assitance from us and was demanding we clean the website free of charge. We 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 phone. Again, 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

To whom it may concern, We respond to this complaint as follows. On November 4th, 2017 Mr. [redacted] contacted us in regards to making his e-mail services HIPPA compliant, after having been informed that we were able to do so by one of our representatives on the date of sign up....

Unfortunately iPage does not offer HIPAA compliant e-mail services in which we have informed Mr.[redacted]. We have reviewed the contact history on Mr. [redacted]'s account and will be addressing coaching opportunities for our advisors that he had spoken with in regards to this matter to attempt to prevent misinformation from being delivered to our new and existing customers going forward. Mr. [redacted] had requested assistance in being able to transfer his domain so that he is able to move his services to a provider that better meets his needs. We contacted Mr. [redacted] via e-mail to offer assistance, and alternatives as iPage 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 (“[redacted]). This accreditation allows iPage to sell domain names. Unfortunately, the 60 day lock currently placed on the domain is something that we cannot uplift as the domain name was just registered on 11-03-2017. This is due to our domain registration agreement and ICANN's regulations. Please see the link(s) below for more information regarding these polices.[redacted]
[redacted] 
We offered Mr. [redacted] assistance in being able to update his DNS records to reference a new mail server/hosting company that meets his needs until the 60 day transfer lock expires as any requests made before that time will be denied. We ask that Mr.[redacted] respond to our ticket if Sincerely, iPage Customer Relations

To clarify, we refunded 1 charge for Domain Privacy already. We will also refund the 3 remaining Domain Privacy charges as well. However, since she purchased with [redacted] and it has been past 60 days for the remaining charges, we have to manually submit the refund request. This process takes 7 -10 business days. Our billing team will contact the customer once the 3 charges for Domain Privacy have been refunded through [redacted]. We thank the customer for her patience in the meantime.

We have reviewed the customer's statements regarding [redacted] services and we disagree with their claims. While it's true that [redacted] may not recognize all forms of malware, especially newer variations, but once the malware definition is added to [redacted]'s database, it will be recognized in the future. Even though we recommend [redacted] services, the customer can still remove the malware on their own, or seek assistance from a webmaster or developer. Many customers find [redacted] services very convenient and the cost is minimal compared to the losses of having a web site offline for a long duration as a result of a malware attack. We note the customer's web site is still vulnerable to another malware attack, even after deleting any files from the account containing malware. According to our records, it would appear the customer is using version 3.9.1 of [redacted], which is not the current version. Our system (via [redacted]) can automatically upgrade the [redacted] install to version 4.3.1, which is the latest version. We would suggest the customer take advantage of this upgrade to minimize the risk of a future attack.

To Whom It May Concern:We have attempted multiple times to get in contact with the complainant. Our first point of contact was on 04/25/2016. We called the customer but there was no answer so we had left a voicemail to the number they provided in the complaint. We called the customer on 04/26/2016...

and left another voicemail in which we provided a direct phone number to our line. Additionally, we had sent the customer an email informing them that we are attempting to get in contact to get this issue resolved. We received an email back from the customer on 04/27/2016 stating that they will be giving us a call later today. We replied back to the email stating that we were looking forward to it. Unfortunately, we never received the call. Since we never recieved the call, we had attempted to call the customer one last time and we ended up leaving another voicemail.The customer can feel free to call us anytime to get this issue resolved and we will be more than happy to notate their feedback.Regards,iPage Customer Relations

Greetings, We've since had a chance to review this situation and see that while there was an attempt to create an account in December, we had not yet received the [redacted] payment so the account did not finish creating. As such, at that point there was no package to cancel. We then found that a...

payment was successfully made in February which finalized the account creation. As requested, we have now canceled this package and fully refunded the payment which applied to the account. We understand there is a concern that we continued to attempt to charge the [redacted] account, however we cannot actually charge [redacted]. Instead, [redacted] is setup to send payments to us so the [redacted] subscription would need to be canceled within the customer's [redacted] account in order to prevent further sending of funds. If there are any remaining payments that have not yet been refunded, we have reached out to Ms. [redacted] to request the [redacted] transaction IDs to ensure that any and all payments have been refunded in full.

I reviewed the email sent to me by iPage as well as iPage's response to Revdex.com (interesting that they attempted to bypass Revdex.com by emailing me directly). They have refunded a ridiculously small sum of $59.xx to my account. I checked the [redacted]; I can still use it. Because it is useless for my requirements, I expect a FULL refund of iPage's editing capabilities. I understand that the web site hosting is not an issue - so I suppose I will have to accept that (not happy - because I would really like to fully abandon iPage and just switch to open source [redacted] - at least they have truth in marketing).---------------------------------------------------------------------...⇄ are the contents of iPage's email to me:From: [redacted]@ipage-inc.comHello [redacted],My name is [redacted] and I work in part of our Executive Response Department and I was recently made aware of the Revdex.com complaint that was submitted.  I see that it is due to the inability to edit CSS in our Weebly Premium Builder.  I just wanted to assure you that we have refunded The Weebly Premium builder.  In regards to your hosting plan I wanted to help clarify how it is used.  You are not obligated to used only the [redacted].  Our hosting allows you to use any web builder you choose.  There are many third party website builders you can use and create your website with.  One of the most popular programs out there is called [redacted].  It is a open source application that is compatible with most hosting providers out there.  The other nice feature about [redacted] is that since it is open source which means there are many developers out there which gives you many choices for themes and plugins.Unfortunately at this time since you were not having issues with the hosting plan, we are unable to provide you a refund of that service. However as mentioned previously, we have provided you a refund for the [redacted] that you did has the issues with.If you do have any further questions, please don't hesitate to reach out to us.  We are more than happy to answer any questions.Thank you,[redacted]Executive Response------------------------------------------------------------------------...⇄ expect another (satisfactory) response from iPage on this matter.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]. Please add your rejection comments below. 
 I am insulted that the company denies that I contacted their customer service department.  I communicated by phone and through their consumer blog prior to submitting the complaint in question (I communicated with an individual on the blog who identified himself to be a Homestead representative - insulting response). I regret that I did not keep better records. However, their record seems no worse than mine! I will switch my service to another company this summer and warn others to stay clear of Homestead. My mistake for trusting the organization.   To clarify: The service did not work when [redacted] came out, I contacted the company on more than one occasion regarding the issues without resolution (phone & consumer blog), I paid for the service without being able to use the service for over a year (foolishness on my part but I did try to contact the company), and I was overcharged for the subscription for an extended period of time.  [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I have not been able to speak with a technical support person. It is impossible to complete this request without speaking to a representative. The email correspondence is a breach of our payment arrangement. We have an email but no one from Bluehost has worked with our team to fixed this issue. This problem was caused by Bluehost when they breach our contract by shutting down the website which impacted the SSL Certificate which secures our customer site. We paid money for this service with Bluehost and they assured us that they could serve sub-domains hosted by third party companies. They help set it up the SSL certificate on the third party company when we paid for the service. They should get the right people to help. The email has the wrong group engaged to help. We want a competent resource from the support team to call us to fix this issue caused by them.
Regards,
[redacted]

To whom it may concern:We have attempted to reach out to Ms. [redacted] multiples times through our our research. Our first call to the the complainant was on April 17, 2016. There was no answer so we left a voicemail asking for a call back and we provided a direct number to us. We then called the...

customer again on April 18, 2016 to attempt and resolve this issue. Again, there was no answer so we left a voicemail and provided our contact information.As of now, the customer has been refunded $206.99 for the [redacted] that they purchased. If the Ms. [redacted] feels like they need further assistance, they can feel free to reach out to us so we may address and resolve the issue.Regards,[redacted] Customer Relations

Good Afternoon,We've since had a chance to investigate this report and have found that a addon service was purchased in conjunction with the original order. We have since provided a full refund of both the addon service and for the hosting package, however if a customer wishes to retain ownership of...

the domain registration, there is a $15.00 charge as the domain does remain registered for a full year. This information does in fact comply with our refund policy and a disclaimer about the $15.00 charge is available at the bottom of our homepage. Please also consider that if we were to offer a full refund including domain registration, we would technically be giving away domain registrations free of charge which would not be sustainable as we do pay for each domain registration. This would be a highly abused scenario as anyone could order services and then cancel to receive a free domain.http://ehost.com========================================*Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain.========================================We have since followed up with Mr. [redacted] to go over this information and will be glad to assist in unlocking the domain for transfer after 60 days have passed. We have made sure to establish a direct line of communication between Mr. [redacted] and our management to arrange for this once the domain has reached the 60 day window. If we can be of any further assistance with this matter or clarify any of this information, we ask that he please reply back to that correspondence and we'll be happy to help.

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 rejecting this response due to my complaint specifically for the SSL that purchased from Bluehost. It is no longer securing my website due them shutting down the website. I purchased the SSL certificate from Bluehose. The subdomain is not AWS. It is tied to the main domain of Bluehost.Please add to my complaint that I have not received a call from a technical representative to fix my issue. My SSL Certificate was purchase from Bluehost to provide a secure domain for the main website and sub website. [redacted] does not own this website. We are an e-commerce company providing services to our customers. I would like a refund from Bluehost if they can not fix it with our technical team.We have gotten technical support in the past. I got all the time in the world to fight this. 
Regards,
[redacted]