MDR (Painting the Town)

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.As soon as the refund from eHost hits my account I will close the complaint with the Revdex.com, AG and local court systems. Your claims that you have a sound clip of me admitting to signing up for services are ridiculous. Give me dates and I will give you transcripts and recording of my own confirming your claim is bogus and merely an attempt to look like the good guys. Anyway, I am going to drop all complaints and lawsuit as soon as refunds post.
Regards,
[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]

To Whome it may concern,We respond to this complaint as follows:Mr. [redacted] contaced us on May 23, 2017 to cancel his account. We can confirm that the cancellation request submitted properly. However, due to a glitch in our system, it appears that Mr. [redacted] was still charged $238.80 USD for the...

account renewal on July 9, 2017.Upon further review of Mr. [redacted]'s account, we have confirmed that the hosting was cancelled and the account was downgraded to a domain parked account on July 9, 2017. We can also confirm that a refund was processed back to the credit card charged ending in: [redacted]. Typically we cannot issue a refund for foreign exchange rates, as the charge did not come from us. However, as this was an error in our system, we are more than happy to credit Mr. [redacted] for the exchange fee assessed to him by his financial institution.  We have reached out to Mr. [redacted] and have asked him to provide us with a bank statement showing that an exchange rate was charged. Once we receive the bank statement we'll be able to issue a refund. At this time, we have not heard back from Mr. [redacted] and ask that Mr. [redacted] reply to the email sent to [redacted] on September 6, 2017.Sincerely,Netfirms Customer Relations

To whom it may concern, We are sorry to hear about the issues and concerns Mr. [redacted] has experienced. We would also like to thank them for bringing these concerns to our attention.Mr. [redacted] contacted our support team to report that his ip address is being blocked on our server and a ticket...

was opened with our advanced support team on 4/6. Our advanced support reps investigated this issue and they did not show Mr. [redacted]’s ip address on our blacklist. Our advanced support rep send Mr. [redacted] an email on 4/9 requesting more information in an attempt to further troubleshoot the issue, but we never received a response back. Our management team has had the opportunity to speak with Mr. [redacted] via email to resolve their concerns today. Mr. [redacted] is no longer using the ip address and has confirmed he is able to access our servers. We have also determined the root cause of this issue to help prevent it from happening in the future. This information was shared with Mr. [redacted] and his account also also been noted in detail. Once again we do apologize to Mr. [redacted] for the frustrations experienced. Our management team has established a direct line of communication with them. We invite Mr. [redacted] to reply back to our recent email communication if any further assistance is required in regards to this issue and we will be glad to assist him.  Regards,Bluehost Customer Relations

To whom it may concern, We respond to this complaint as follows. Upon notification by Mr. [redacted] in his rebuttal we were advised he hadn't received a complete refund. We have since refunded Mr. [redacted] the remaining 10.99 to the payment method previously listed on file. Mr. [redacted] should be receiving the additional refund within the next 7-10 business days depending on his financial institution. Once again we would like to thank Mr. [redacted] for his time and patience throughout this process of ensuring his complete refund. We would also like to take the opportunity to apologize for any frustration or inconvenience experienced throughout this process. If Mr. [redacted] finds himself in need of further assistance, we encourage him to reach out to us once more. Sincerely, Customer Relations

It does appear the customer emailed us to cancel her iPage hostingaccount multiple times (generally by replying to invoices sent via email).However, we do ask customers to call us to verify their request or complete ouronline cancellation form.  The customer completedthe online form on...

06/13/2015 and selected the option to not renew her hostingaccount but did not disable the autorenewal option for her domain name, whichmust be done separately. Therefore, the domain name renewed on 07/13/2015 andthe customer’s [redacted] account was charged $16.99. When the customer contactedus for a refund, we explained the domain renewal charge is not refundable. The customercontacted [redacted] and asked them to reverse the charge, and we initiallydisputed this, but we believe [redacted] did issue a decision in her favor and the funds werereturned to her [redacted] account on 07/15/2015. To avoid future issues, we will also cancel the hosting account, so the customerno longer receives communications from us about her account. If the customerstill needs anything from her account (i.e. files, emails, databases), sheshould contact us immediately otherwise they will be permanently deletedfrom the server and cannot be recovered.  Also, her web site will go offline permanently.

Hello,We were sorry to hear about the confusion Ms. [redacted]'s had with the billing cycle for the hosting package that was purchased.  In order to take advantage of the discount offered for a two year hosting service, the full price of that package for the two years would be paid at the time of...

signing up for the service.The cancellation team had confirmed with Ms. [redacted] through the ticket that a monthly plan would be a better solution at this time and moved the ticket to the appropriate ticket queue to complete the billing cycle change.  Unfortunately due to the number of requests in that queue the updated request to cancel the service that Ms. [redacted] had updated the ticket with had not been processed.At this time we have processed the cancellation request and submitted the refund request for a full refund following the 45 day money back guarantee that we offer all clients.  If Ms. [redacted] has any additional questions or concerns that we can assist with we ask that Ms. [redacted] please respond back to the recent e-mail communication and we will be happy to continue to offer assistance.

We respond as follows to this complaint. We have been corresponding back and forth with Mr [redacted] in regards to getting a refund issued to his credit card rather than the [redacted] system. We have recognized the error with the refund in the [redacted] system and have offered the alternative. We are still actively working with Mr [redacted] in regards to updating the credit card on file with support, through a support link or getting a contact number for him to get a credit card number to refund the $155.40 to. We will continue to work with Mr [redacted] until we are able to reach a resolution and issue his refund. Sincerely,iPage Customer Relations

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint...

#[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

I accept. However I want to point out that there were TWO tickets issued to make it look like technical support had responded in a timely manner of 24 hours which they did not do. This act needs to be reviewed and the technical support needs improvement. Thank you.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

To whom it may concern.We respond to this complaint as follows. Mr. [redacted] domain name '[redacted]' was renewed through the Automated Domain Renewal Systems (ADRS). In order to assist our customers with managing their renewal(s) we ensure that renewal notices are sent prior to domain...

expiration regardless of whether or not the domain is set to renew automatically. For Mr. [redacted] domain, we had sent the domain renewal notices to the email address on file:  45 (February 20th) and 20 (March 18, 2018) days prior to the domain’s renewal date. These emails included details on disabling the auto renewal feature in the instance that Mr. [redacted] did not wish to have the domain renewed. Our Domain Registration Agreement states, 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 renewal. Section 8b. Autorenewal, Unless you notify iPage that you do not wish to participate in the automatic renewal process. We must receive notification of your intent to not renew (opt-out) no later than sixteen (16) days prior to the renewal date. In the absence of such notification from you, we will automatically renew, for a period of one (1) year, as set forth by the applicable registry. You are free to review the agreement in its entirety through the link available below: [redacted] Due to how domains work, domain renewals cannot be changed and is irreversible. This means, once a domain has been renewed and payment has been submitted to the registry, it cannot be modified at any stage of the registration cycle, and will remain active until it expires. Unfortunately, we are unable to honor Mr. [redacted] request to refund for the domain renewal. Regards,Ipage Customer Relations

We respond as follows to this complaintMs. [redacted] contacted us on October 5,2015 regarding a cancellation and refund. Ms. [redacted] was on the list for a check refund as of January 2016. However, the check refund was delayed. On April 1, 2016 we stopped payment on the check and processed a...

full refund of $282.65 to an active credit card that was provided to us by Ms. [redacted].Sincerely,iPage Customer Relations

To Whom It May Concern,We respond as follows to this complaint.Hi [redacted],We are terribly sorry for the confusion this may have caused you. Our records indicate that no changes were made from our end regarding the sub-folders. Due to the small number of impacted customers, the agent was not aware of the bug we have been working on with [redacted]. Per the agent's notes, left on the account, after the conversation was over he had received the same error message and updated the notes. Additionally, as we informed you the last time, we do have a project going on right now with [redacted] on releasing a new version of the builder which should be going out by the end of this year. The builder would have the necessary improvements to the services that are provided directly through [redacted]. We would be more than happy to help you once that upgrade is launched and if you are willing to work with us. We have tried to communicate with you through ticket #[redacted], however we did not receive a response back from you, besides this rebuttal. For your troubles we offered you 6 months worth of hosting credit to your account for the inconvenience and refunded the [redacted] Site Builder charge that you requested to be refunded. The credit that we applied on your account is valued at 6 months of hosting or the payment you made to upgrade to the [redacted] Premium add-on. We do feel that, in light of the information above, this is an adequate form of compensation for the inconveniences you have faced. Thank you,iPage Customer Relations

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
This is a completely watered down version of events and goes nowhere near the level of poor service, downright lies and ineptitude displayed by this company. I am glad to have no further dealings with them. They should be banned from conducting business as they are dishonest.
Regards,
[redacted]

To Whom It May Concern,We respond as follows to this complaint:We reached out to Ms. [redacted] to provide a better understanding of how the [redacted] SSL's are installed and how they properly function. We explained that under normal circumstances this product would include Ms. [redacted]s subdomain [redacted].com as well. However, Ms. [redacted]s setup prevents us from properly installing the [redacted] subdomain to this particular subdomain as it is not hosted by our services.We explained where she can see that her DNS ensures this subdomain is hosted on an [redacted] Web Services (AWS) account, and not with Ms. [redacted]s Bluehost account.As well as providing the details for her DNS to help her understand what it is we are referring to. In order for SSL encryption to be utilized, the [redacted] SSL that Ms. [redacted] purchased from us will also have to be installed on [redacted]'s (the hosting) side.We have instructed our support to create a zip file in Ms. [redacted]s Bluehost home directory so Ms. [redacted] can take this file to her AWS support and instruct them to install the certificate to Ms. [redacted]s subdomain.[redacted]The aforementioned URL lends to the notion that AWS does allow the installation of 3rd party SSL certificates onto their service.  Bluehost, however,  can in no way assure that it is possible or if [redacted] will offer any assistance in this matter.In the meantime, we have offered help with adding the SSL certificate with any other subdomain that is still hosted directly by us as we would be more than happy to set this up.Kind regards,BlueHost 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].  
Hello After called Ipage on march 15 I was told the same dame I was going to get my refund, nevertheless I had to call them back 10 days later because I got nothing, the On march 25 I just got a partial refund, then any time I called them I was told I was going to get my refund in few hours, but it wasn't like that because I know how [redacted] works and let me tell you in the last communication I have with an ipage representative they told me I have to wait between 20 to 30 days in order to get the pending amount of the refund ($155.40). Anyways I will do my last try so I will call them to see if is possible to get my refund by credit card like they mention they can provide me, by the way it is the first time I hear from them about this option . Kind regards. [redacted].]
Regards,
[redacted]

After further investigation we have found that the payments were authorized twice and only settled once. A refund for the amount of $13.96 has been initiated but the remaining authorized amount of $13.96 cannot be forced to drop. As such, unfortunately the only option is to wait for the unsettled...

authorizations to automatically drop off. We've contacted the customer to let her know of this situation and asked for her to let us know if the authorization does not drop after a few weeks.

Revdex.com:
I have reviewed...

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

To Whom It May Concern,We respond as follows to this complaint.We were contacted by [redacted] on July 10th, 2016 to cancel the domain renewal for his domain name [redacted].  At this time, the domain name was scheduled for renewal on July 24, 2016.  It renewed ahead of...

this time due to our prebilling system which attempts to renew the domain name up to fifteen days prior to the actual date.  This was due mainly to a miscommunication between our Web Advisor Team as the customer had already been scheduled for the payment through our system.Because we understand that this was an honest miscommunication, we have gone ahead and refunded the $16.99 charge that was imposed on Mr. [redacted].  At this time, we have reached out to Mr. [redacted] and the account has been closed down.  We have provided a direct line of contact to our Customer Relations team if Mr. [redacted] requires any further assistance.Thank you,iPage Customer Relations

To Whom It May Concern,We respond as follows to this complaint.Ms. [redacted] contacted us on October 27th, 2016 and inquired about charges to her credit card for [redacted] email service that she signed up for back on November 17th, 2015. [redacted] is one our partners to provide...

email services to our customers.Ms. [redacted] contacted us again on October 31st, 2016 to  dispute all charges for [redacted] as she has not been using this service and was not aware she had. The Web Advisor that she was speaking with on October 31st, 2016 misinformed her stating that she signed up for a free trial and advised Ms. [redacted] to contact, [redacted] directly regarding her refund. Ms. [redacted] did as instructed and contacted, [redacted] directly regarding this matter however, she was referred back to Domain.com to resolve the issue as Ms. [redacted] signed up for [redacted] through Domain.com . We have provided the necessary coaching to the advisor Ms. [redacted] spoke to, to ensure we are setting the right expectations with our customers.Per our Billing policy we are able to issue a refund for charges that occurred within the past 90 days of a cancellation request. However, once we were alerted to Ms. [redacted] dispute with the Revdex.com, we reached out to Ms. [redacted] via email explaining that she signed up for a promotion with [redacted] through Domain.com.  The promotion was to receive [redacted] free for the first month and then would be billed $10 for the next 6 months and then $20 thereafter.  We have issued a refund in the amount of $120.00 for charges that occurred in the past 6 months for [redacted] and have cancelled the service from Ms. [redacted] account as she does not need nor use the service.Sincerely, Domain.com Customer Relations