MDR (Painting the Town)

We have issued refunds as follows and will cancel the customer's account:$for iPage Essential Web Hosting Plan$for Site Backups and Restore service$ for Domain Privacy service$for .org registration fee for one yearIn addition, we will retain ownership of the following domains:mylifeismycanvas.commylifeismycanvas.org

The hosting plan does come with a [redacted] which offers free malware scans, business verification and certification display, however it is not a malware removal toolIn order to have the malware removed we do offer [redacted] ***, which is a third party software that besides, scanning and locating the malware, it also cleans the files for an additional costIt is intended to work for each individual website separatelyAccording to our records [redacted] is currently protecting renaspromise.orgIf the customer wishes to protect other web sites with [redacted] ***, additional [redacted] credits can be purchased through the control panel, but it will be an additional costAt this time, we have re-scanned the account and it is cleanWe have enabled the account and the websites should be up and runningAs a show of good faith we did add three month’s worth of hosting credit for the inconvenience

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] Most of this response is factually inaccurate and grossly misrepresents what transpiredAdditionally, there are several dozen correspondences on my behalf and our attorney’s behalf which are completely left outI have record of over emails and phone calls between June and December trying ardently to resolve this issue which are completely left out of [redacted] ’s response to this complaintIn fact, this response to our complaint is BY FAR the most time and attention [redacted] has given to the matter in the last months.I initially reached out to [redacted] on June 19th, and told them that a disgruntled employee, immediately after being terminated, had locked us out of our control panel by logging in and changing our Admin passwordAfter several calls and emails to people who were explicitly unable to understand nor solve the issue, it was finally escalated to the ownership teamNo one besides outsourced, foreign tech-support can be reached by phoneEmails go unanswered for days and even weeksNo one who responds by email includes their last name or even a position within the companyWe sent the ownership department exactly what they requested, and they said that it would suffice to prove that we owned the account, but not the domainI have record of when the employee transferred ownership and payment of the domain to himself one month before he was firedI have the email confirmation to him reflecting thisI used the same mechanism to transfer it back to our company after he was fired yet that one action is the only evidence that there is dispute over ownershipWe paid the account for three years except for that one month the ex-employee switched itThe ex-employee and his attorney maintain that he relinquished any perceived ownership back in July [redacted] has offered nothing indicating otherwise.Our attorneys sent a Letter of Preservation with an anti-spoliation demand to [redacted] ’s legal department which went ignored by [redacted] in June/July [redacted] was complicit in allowing a disgruntled ex-employee to have sole access to our account for exactly days wherein he deleted sensitive company information, including emails implicating himself in illegal activityDespite being assured over the phone by tech-support that those emails could be recovered, I was later told that (conveniently for the ex-employee) emails cannot be recovered more than days after deletionFortunately, I had the foresight to download and make backup copies of these emails which are now gone forever from our account according to [redacted] [redacted] now says, for the first time, that the documents we submitted couldn’t be accepted because we had no record of residing at a previous addressThis is a blatant lie as our 31-year-old company has extensive records (bills, mail, work orders etc.) of doing business at all addresses we have ever occupiedWe provided them with records of residing at our previous address; I still have the emails and attachmentsThese same records were resent by our attorneys to their legal department at that time[redacted] is deferring to their “policies” as a means of deflecting any responsibility for applying critical thought to the situationThis is best evidenced by not allowing any of their employees to discuss the issue over the phone, but instead offering cut and paste sections of their policy ad nauseum via email in response to our pleas for helpMost email responses completely ignored the questions I asked or grossly misunderstood my clear communication attempts.Now, here we are exactly one week after providing them with exactly what they requested, a notarized letter signed by both parties with color copies of IDs at great time and expense to our company, and I have no response from [redacted] even confirming receipt of the email/attachments, much less acting on it and restoring access to our account, domain, files, emails etcThis utter lack of communication is indicative of all communication attempts to resolve this problemNo response, no action, no assistance, just asking us to jump through hoops to no availConveniently, there is no way to leave negative feedback about [redacted] anywhere online except through the Revdex.com 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.As soon as the refund from eHost hits my account I will close the complaint with the Revdex.com, AG and local court systemsYour claims that you have a sound clip of me admitting to signing up for services are ridiculousGive 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 guysAnyway, I am going to drop all complaints and lawsuit as soon as refunds post Regards, [redacted] ***

To whom it may concern,We respond to this complaint as followsMr [redacted] contacted us August 13,regarding a Server Error that he received when trying to access his Exchange email account ' [redacted] 'Mr [redacted] 's issue was related to a known bug that our engineering team was aware of and actively working to resolve as soon as possibleOn August 25,our engineering team reached out to Mr [redacted] and provided him with a status update on the issue along with a temporary link ( https://exchange.ipower.com/owa0) that Mr [redacted] could use to access his email account while our engineering team worked to permanently resolve the issue causing customers with Exchange email accounts to receive a server error when logging in to their email account.As of today August 31,our engineering team notified all customers effected by this issue including Mr [redacted] that the issue was resolved and customers are now able to login and access their Exchange mailboxes without any problemHowever, due to the inconvenience and as a gesture of goodwill we have applied three months worth of hosting credit to Mr [redacted] 's accountThe credit is available on Mr [redacted] 's account for use now and will automatically apply toward any new purchases or renewalsWe have reviewed Mr [redacted] 's account and contact history with us and have determined where it is that we could have done a better job at providing status updates on the issue to MrMr[redacted] in a more efficient mannerWe have notated Mr [redacted] 's feedback as well shared his comments with our executive management and engineering teams so that we may improve on how we respond to these scenarios going forwardSincerely,iPower Customer Relations

To Whom it May Concern:We address this complaint as follows[redacted] contacted Homestead on August 11, because she kept receiving charges from HomesteadThe complainant had switched providers in July of but forgot to call Homestead to cancel the accountPer our Terms of Service, we may only offer a month refundThe Web Advisor that [redacted] spoke with refunded four months of service as a courtesy.Regretfully, that is the max refund that Web Advisors are able to provideAs a courtesy to the complainant, we have gone ahead and refunded for the remaining months in which the customer was not using our servicesThe amount of $was refunded to the card initially chargedIf [redacted] has any questions or concerns, she may feel free to contact us anytime.Regards,Homestead Customer Relations

To Whom it May Concern,We respond to this complaint as followsMr [redacted] contacted our support on December 04, to change his hosting plan to not renew in the next termDue to an error with our billing system, his hosting plan renewed on January 19, On January 24, 2017, Mr [redacted] contacted our support team regarding this charge and was issued an immediate refund that dayUnfortunately, the refund was issued to an account that had been closed and his bank had trouble tracking the refund issued which incidentally caused his bank to mistakenly issue a chargebackWhen a chargeback is issued for a hosting plan, our system automatically suspends the account pending a resolutionMr [redacted] 's bank was able to track down the refund and move it into his active account but unfortunately, they still issued the chargeback which in turn suspended his accountOn March 02, after reviewing Mr [redacted] 's account we immediately removed the suspension from his account and spoke with him by phoneWe have provided Mr [redacted] 's feedback and experience with our Developers as we are working to revamp and improve our billing system to provider a better customer experienceIn addition we have also provided the proper training to both our management and support teams regarding proper communication with our customers to try and prevent our customers from having a non pleasant customer experienceMr [redacted] followed up with us by phone on March 06, to advise us that his bank has now reversed the chargeback and considers this matter resolvedThank you,StartLogic Customer Relations

To whom it may concern,We respond as follows to this complaintOur system flagged Mr [redacted] *** on July 11th, for having a name that is on the United States Specially Designated Nationals listAs a US based company, United States Federal law states that we cannot do business with anyone in Iran (IR), Sudan (SD), Syria (SY), Cuba (CU), North Korea (KP), Crimea or who are Specially Designated Nationals (SDNs)When we get a customer who has been flagged as part of the SDN list, we suspend the account and reach out to the customer requesting that they provide us with a government issued ID stating their name and date of birth, to verify they are not one of the Specially Designated NationalsWe sent this notice to Mr *** on July 11th, Mr *** responded back but provided us a Florida ID that did not have his date of birth listed so we were unable to remove the suspension on his account on this dateWe did advise Mr *** on July 13th, to please provide us with his ID showing both his name and date of birth so we could un-suspend his account by verifying his identityHe did provide us with an ID proving he is not the Specially Designated National and we un-suspended his account on July 14th, Mr *** has not reached out to us since the un-suspension for his account and his site is now live and activeSincerely, iPage Customer Relations

To whom it may concern,We respond as follows to this complaintMrs [redacted] signed up for an account with iPage on February 26th, On January 3rd, Mrs [redacted] reached out to us inquiring about why her site was downHer account had gone into a past due status due to a renewal going past due and her account information not being up to dateAt that time it was discovered that Mrs [redacted] had added two additional privacy services to her account, when her one domain only required the original one she had purchasedPrior to charging for these additional services we did email her to her admin email ( [redacted] ) notifying her of the automatic payment that would be withdrawn from her [redacted] Once contacted on January 3rd, we did remove the two additional add-ons and brought her site and account back into an active status on January 4th, We also scheduled her account to be cancelled on February 25th, so she was not charged for an additional year of hostingMrs [redacted] reached out to us again on February 20th, in regards to a refund for her domain name registration which had auto renewedWe had sent her notices prior to the renewal to her admin email [redacted] letting her know it would be automatically charged to her [redacted] on January 12th, and February 5th, and it processed on February 20th, as we were not contacted in advance to set it to a manual renewal statusOur billing team contacted Mrs [redacted] letting her know we would not be able to refund the domain name registration as it is against our Terms of ServiceOnce we were alerted to Mrs [redacted] dispute with the Better Business Bereau, we reached out to Mrs [redacted] via email offering a refund for the additional charges for her add on's in and totaling $(as her [redacted] charged was no longer on file) and we refunded the domain name registration as a one time courtesy, totaling $We have yet to receive a reply in regards to Mrs [redacted] satisfaction of the resolution and she has since cancelled her account with iPageSincerely, iPage Customer Relations

To whom it may concern, We respond to this complaint as followsMr [redacted] contacted our web advisors via chat on October 14,and inquired about the renewal of his account We can confirm that the advisor who assisted Mr [redacted] renewed the hosting on Mr [redacted] 's account for one year at the discounted rate of $however, the advisor did not inform Mr [redacted] that his domain name was scheduled for renewal on November 17,Although, domain renewals are solely the customers responsibility to manage and maintain as stated in section eight (8) of our domain registration agreement located here : [redacted] we feel that the advisor should have done their due diligence and informed Mr [redacted] of the upcoming domain renewalAs a gesture of goodwill, we have renewed Mr [redacted] 's domain name ( [redacted] ) for one (1) year at no cost to himThe next renewal date will be on November 17,Regards,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] Once I have received the refund, I will consider the case as resolved, with appreciation to the Revdex.com I would recommend that the business adopt charging practices that better protects the consumer, and protects the consumer's level of trust in the business Regards, [redacted] ***

To Whom it May Concern,We respond to this complaint as followsIt appears that Mr [redacted] ***'s issues have been resolvedWe have reached out to Mr [redacted] to confirm that all of the problems he was experiencing have been addressed but we have not heard back from him at this timeIf Mr*** has any further issues or concerns that he feels have not been taken care of he can contact us and we would be more than happy to assist himThank you,FatCow Customer Relations

Hello Mr [redacted] ,Our records do not show that a representative added the Domain Privacy services to your accountThis indicates that the Domain Privacy services were added through the checkout process on our websiteWhen registering or renewing a domain, you are given the option to opt out of Domain PrivacyBased on our records it appears that the Domain Privacy option was not de-selected or removed from your cart before you authorized the paymentGoing 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 renewalI hope this information is helpful.Thank you, [redacted] Customer Relations

To whom it may concern,We respond to this complaint as follows.Prior to commission payments being processed all sales are reviewed for qualified commissionsWhen reviews are performed we use the guidelines set forth on the affiliate agreement to determine eligibility of a saleIt appears the sale of " [redacted] " generated in February was deemed as unqualified for commission due to the lack of account activityFor sales to qualify for payable commissions we require moderate growth from the referred customer's account.If the sales lacks appearance of growth within days of signup then commissions are either held for further review or forfeitedPer the Affiliate Agreement, 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[redacted] However, as a gesture of goodwill we submitted a manual payment request on July 5th, to have the sale of ' [redacted] ' paid out to Mr [redacted] We can confirm that payable commissions were paid out on August 3rd to Mr [redacted] 's payment method on fileSincerely,iPage Customer Relations

Our engineering team reviewed our available back ups and unfortunately we were unable to locate the email on the serversIn 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 assistanceThe 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 $

To Whom it may Concern,In reviewing Mr [redacted] ’s complaint it was determined that the account was automatically canceled on 12/12/due to non-payment On 12/30/2017, [redacted] withdrew $for the hosting plan as the payment method set via [redacted] for recurring subscription was not canceled On 1/3/Mr [redacted] contacted eHost that he was charged $after the account was canceled He was refunded the $as that was the payment paid to eHost..On 1/16/2018, Mr [redacted] contacted eHost to request that eHost refund him the $overdraft fee The eHost supervisor spoke to the customer that at the time of registration, Mr [redacted] had set up his method of payment via [redacted] and that process creates a recurring subscription on the customer accountThe supervisor also explained to Mr [redacted] that if the subscription was not canceled with [redacted] when the account was canceled with eHost, the customer will be billed again by [redacted] until Mr [redacted] cancels with [redacted] The eHost supervisor further explained to Mr [redacted] that our system will not allow us to refund the overdraft fee as that was not a charge that was paid to eHost In good faith, eHost had fully refunded Mr [redacted] $which was what he had paid and we cannot honor the overdraft fee of $because our system will not allow us to refund anything that is not paid to eHost.Yours faithfully,eHost Billing Support

To whom it may concern, We respond to this complaint as followsWe understand the concern for security when it comes to those documentsWe'd like to remind Mr [redacted] that we are a secure business, and our communication channels that we use such as our ticketing system are encrypted and secureAt this time we have been unable to locate the charges in question in our systemIn order to assist Mr[redacted] any further we respectfully ask that he provide us with the necessary documents in order to prove his purchaseAs stated in our previous response we will need proof a copy of a bank statement/statements outlining the chargesWe unfortunately have no adequate documentation from Mr[redacted] , or in our billing systems to prove the additional purchases exceeding the original purchase of $Sincerely, Bluehost Customer Relations

To clarify, we refunded charge for Domain Privacy alreadyWe will also refund the remaining Domain Privacy charges as wellHowever, since she purchased with [redacted] and it has been past days for the remaining charges, we have to manually submit the refund requestThis process takes -business daysOur billing team will contact the customer once the charges for Domain Privacy have been refunded through [redacted] We thank the customer for her patience in the meantime

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 orderWe 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 $charge as the domain does remain registered for a full yearThis information does in fact comply with our refund policy and a disclaimer about the $charge is available at the bottom of our homepagePlease 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 registrationThis 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 rateIf you register a free domain with us and choose to cancel your account, you will be charged a $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 days have passedWe 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 day windowIf 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

To whom it may concern,We respond to this complaint as followsOur engineering team became aware of an issue with the additional product Ecwid that prevented a small portion of our customers who use Ecwid for their online store from being able to access their Ecwid control panel from within their iPage accountOur engineers worked diligently with our partners at Ecwid to resolve the issue as soon as possible and we are happy to inform Ms [redacted] that the issue has now been fixedWe have emailed Ms [redacted] and all effected customers and have advised of the resolutionWe have asked Ms [redacted] to login to her iPage account and test the functionality of the Ecwid builder to ensure she is able to access and manage her store without any issue.As a gesture of goodwill and due to the inconveince this matter may have caused Ms [redacted] , we have issued a refund in the amount of $for all charges that occurred toward Ms [redacted] 's credit card in the month of April The refund was processed to Ms [redacted] s card charged ending in [redacted] and will appear on her account within the next 5-days Sincerely,iPage Customer Relations