Site

Good Evening,We certainly appreciate [redacted] long term business with us and we were sorry to hear hes had such a frustrating time as of lateWe're definitely aware that response times have not been near what we or our customers expect, and we are taking serious efforts to improve our response times as quickly as possibleOf course progress on this front does take longer than we would like as we work on training additional staff, but we appreciate the chance to confirm we're not letting the situation go unaddressedIn regards to the concern on the change to our terms of service, it is not uncommon for companies to change their terms of service from time to time as their company and services go through changesWhile we do require all customers to agree to our new terms of service, these are for the most part very similar to the previous terms of serviceIf there are any changes [redacted] takes specific exception to, we'll be more than happy to discuss those changes specifically or provide a full refund of the recent renewal if cancellation is preferredOnto the concerns on service tickets - we did need to move to a new ticket system as the previous system was not conducive to our preferred work flows and was not as easy to integrate with as is the new systemWe understand [redacted] has requested access to the previous ticket system however this will not be possible as our customers will need to use the new system to ensure all tickets are in one locationHaving said that, if there are any specific tickets [redacted] would like a transcript of, we'll happily check on it's availability, or assist with any issues requiring further attention.We have requested a member of our customer service management team reaches out to [redacted] in regards to these concerns but if we can be of any further assistance, please let us know

Greetings,We were sorry to hear about the trouble accessing the related account and for the trouble receiving assistance on the issueAlthough our phone support is not 24/7, we do answer all calls and in the order they are receivedIf there is trouble receiving assistance via phone, we also offer support via live chat 24/and via e-mailWe've attempted to locate any related e-mails received from the address provided, but did not find that any tickets were filedWe were also sorry to hear of the error when logging in to the website, but have not seen similar reportsWe'll be investigating this report, but our logs indicate Ms [redacted] has recently been able to access the accountWe'll be following up to ensure these issues have not continued, but if we can be of any further assistance, please let us know

Greetings,Our apologies for the last response as it seems the reply did not fully sendWe were sorry to hear [redacted] had trouble receiving support with this issueOver the past few months, it did become very apparent that our staffing levels were not meeting the wait times that both we and our customers expect, and as such, have since dedicated our resources into bringing as many new agents on board as quickly as possibleWhile we did see waits over an hour at some hours previously, as of right now the wait for our live chat is about minutes and this matter will continue to have our attention until waits continue to see improvement and are sustained over timeIn regards to the issue at hand, there was not actually an error with our hosting platformThe issue was that a domain was attempting to be added which had already been added on to a separate accountWe cannot remove one customer's domain when another claims to own it, so we followed up with [redacted] on the 17th to provide more information on the situationUnfortunately we have yet to hear back on the related e-mail, but if we can be of any further assistance, please let us know and we'll be glad to help

Complaint: [redacted] I am rejecting this response because: The claims that my site was affected by an outdated version of php is an absolute lieSite changed other settings that caused me to be unable upload important components to my siteThis was not caused by outdated phpSiteblocked access of my site to the server which rendered it useless They did not offer a refund when they noticed this It took them months to refund my money and they only did this when I threatened to report them to the Revdex.com Sincerely, [redacted] ***

Good Evening,We were sorry to hear of the trouble regaining access to the account and can confirm that we did recently upgrade all customers to a new billing systemWe apologize for the trouble this has caused, however we did need to move a system that we felt would benefit our customers in the long term.We also know that account disputes such as this can be frustrating, but unfortunately in the web industry we deal with a large amounts of attempts involving individuals attempting to gain ownership of accounts that do not rightfully belong to themThis is not to say that we believe Mr [redacted] is in anyway misrepresenting his position with the club, however we do have strict security protocols in place when ownership of the account is in question.Although we understand Mr [redacted] has access to an e-mail address under the same domain as the account in question, regrettably this is not enough to establish ownership as we cannot confirm the account owner intended for any user with an e-mail address to own the accountWe also understand that Mr [redacted] has confirmation that he was originally added to the account, however as the past system has been decommissioned, we cannot confirm that his access was still active at the time of the move to the new billing system.As such, we do require verification via the card used to pay for the account, or a court order indicating a court of law has verified ownership of the business/organization in questionWe fully understand Mr [redacted] concern about sending sensitive documents via e-mail and apologize if he was not informed that these could also be sent via fax to (678) 298-At this time we would be unable to turn over ownership of the account unless the documentation mentioned above can be providedWhile we understand the individual who opened the account is no longer with the organization, if we can receive contact from the original account owner, this will be most helpful in any attempt to move ownership of the account to Mr [redacted] We will be following up with Mr [redacted] to offer any assistance we can with these requests and are hopeful with our assistance, we can establish Mr [redacted] as the current owner

Greetings,We are sorry to hear [redacted] is not satisfied with our security procedures, however these are in place to ensure the safety of our customer's data, and not to intentionally inconvenience any partyWe have attempted to reach [redacted] multiple times over the phone to discuss this matter in more detail, but unfortunately did not receive an answer on any of our attemptsWe understand that [redacted] has commented that the matter is resolved, however if we can be of any further assistance, please let us know and we'll be glad to help

Good Afternoon,We appreciate this being brought to our attention, and would like to apologize for any inconveniences and delays that [redacted] experiencedDue to a miscommunication, the account was notated that we were awaiting verification before we could begin merging the two accounts togetherUnfortunately this caused an extreme delay in resolution of this issue, and resulted in [redacted] moving his business elsewhereAs his account that he purchased was never fully utilized, we have reached out to [redacted] , and let him know that we issued a full refund on his accountAt this time, we believe this issue is resolvedHowever, we would like to encourage [redacted] to reach out to us at anytime if there are any questions or concerns about this, or any other caseWe'll be very happy to help!

Greetings,We were sorry to hear about the delay in installing the [redacted] certificate and of course agree that response times need improvementThis is our major focus and will continue to be until wait times see more permanent improvementAt this time we have confirmed both the [redacted] certificate and dedicated IP have been setup, and will be watching for any updates on potential issuesIn regards to the unfortunate compromise, we must point out that we take the security of our servers very seriously and constantly update our protections over timeHaving said that, there are not always security situations that can be prevented by the hostIn most cases we see that passwords become compromised through connecting devices, or through known exploit in outdated scripts.We will be addressing this matter in further detail with [redacted] and appreciate the chance to address these concerns

Greetings,We continue to work with [redacted] in order to properly open communication avenues to her for each of her client's accountsWe are actively monitoring the related ticket and appreciate MsWalski's time in working with us on the recent update to our customer's billing systemAs mentioned we will be checking in on the related support ticket relating to this issue so please do let us know if any additional accounts require attention

Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ I do see where in a ticket [redacted] did state they were wanting to cancel their accountOur billing staff informed of the process required to submit a cancellation requestThis is included in our Terms of Service that to cancel an account, the customer must submit the form from within our control panelWe require this for the safety and security of everyone involved as the form verifies account ownership through security questions, and it asks for confirmation that the customer has all the backups of files they may need To submit a proper cancellation request, simply complete the form in our control panel: [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sitedeliberately makes it difficult to cancel or even make password changesThen it continues to bill me when all it when all the company needs to due my previous cancellation requestsDue to Site5's automated response to my previous, it could make the excuseHowever, whenever I had to change my password, Site made it very difficult to even do that by questioning me ask if I truly owned the site that they were charging me forTherefore, I would like Revdex.com to request for Siteto turn over their chat conversations with me between and and you will see what I mean Final Business Response / [redacted] (4000, 13, 2015/10/19) */ I have closed the account, and I wish the customer the best in the future Final Consumer Response / [redacted] (2000, 15, 2015/10/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Greetings,We respond as follows to this complaint.On September 14th, [redacted] ordered two ***'s from us using our official online form, for two different domainsThe first one had several unfortunate incidents that lead to an unnecessary, long-drawn-out solutionAfter exactly days and ticket replies and several Live Chats, the [redacted] was installedWe deeply regret the way that played out and apologize for the inconvenience.The second ***, that had less turmoil, was also requested on September 14thWe ordered it from our vendor, sent out a DCV (Domain Control Validation) email and informed [redacted] on September 17thThere was no activity in the ticket until October 6th when he replied asking us to resend the DCV to a different addressWe did so on October 7thWe were informed in the ticket on October 10th to make sure we resend the email, as if our response on the 7th was missedSo on the 10th, we did resend the DCV a second timeThe next day, [redacted] informed us that he completed the DCVWe were able to verify it and install the [redacted] on October 13th [redacted] currently has an active [redacted] and can be verified using this free online [redacted] checker tool: [redacted] In regards [redacted] 's report of a malicious attack against his clients website, we have record of when he reported this on September 21st in ticket [redacted] We have no other data regarding this report other than our reply to the ticket on September 26th, where we said: "At the moment, your account does not appear to be suspended in any wayI have also sent a test email from your server successfully and without issuesIf you are still experiencing issues with this site at this time, I would suggest clearing your cache and flushing your DNS." We are saddened to hear of this experience and we are more than happy to dig in to it further, if a full report is desired.We see that a request for a refund plus free hosting has been made, that combines to a total value of $While our Terms of Services does not allow us to provide a refund, credit or free hosting for these incidents, we're happy to report that we'll gladly credit a $ [redacted] fee and provide one month of free hosting as a one-time courtesy and gesture of goodwillThis comes out to a $value.We believe that this is fair and appropriate under the circumstances and hope this is agreeable to [redacted]

Good Afternoon,We were sorry to hear [redacted] had trouble canceling the package, however after review, we see that cancellation was confirmed via ticket [redacted] on October 12th, one day prior to this complaintWe noticed there were multiple tickets open to address this issue which may have convoluted the conversation a bitRegardless, at this time we can confirm once more that a refund has been provided and the service canceled.We appreciate the chance to address this matter and if we can be of any further assistance, please let us know

Complaint: [redacted] I am rejecting this response because: The business caused us to lose customers and business, as well as a damage to our reputationWe furthermore have not received services as outlined in the contract and our value has decreasedWe demand a refund or statement credit, and not an apology Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:We filed a Revdex.com complaint against this business in October, which was resolved by the business providing us, allegedly, with a one-month credit and a credit for a license which they sold to us and we did not receive for a long timePlease reference Revdex.com Complaint ID # [redacted] for more detailsIn reviewing our invoices, we have only received $of credit, in contrast with the agreed-upon $credit we were supposed to receiveWe have paid our full charges for September, October, November, and now for December we have just paid our full charges less a $creditWe expect our credit of $to be refunded immediately; Siteshould not carry our payment until next monthFurther, we are paying for this service: VPS Remote Backup: $per month On November 29th, we requested use of this service (for which we have paid for more than one year), a restoration of something deleted 11/26/After four days (which is far beyond the contracted resolution time), Siteinformed us that the backups were not working after 11/17/and were not availableDue to the availability requirements of our customers, we believe that a refund of our payment for that service is due ($14), and a credit of $for time spent creating and verifying our own backups of the accounts, for a total of $refund due immediatelyPlease review SiteSupport ticket [redacted] to see the admission from Sitestaff that the backups are not available, and that our requests were not answered in a timely mannerWe arrived at this figure after spending employee-hours to perform backups and verificationsThis was only necessary because of Sitenegligence and inability to provide trustworthy backups for the money they have extracted from us as customersIn total, Siteis responsible for lost business and damage to our reputation that greatly exceeds the amount we herein claim; the $credit that Sitealready agreed should be refunded immediately (not provided as account credit), and the $payment we expect is the least Sitecan be expected to pay for their negligence in managing customer disaster recovery planning.In total, Siteis responsible for lost business and damage to our reputation that greatly exceeds the amount we herein claim; the $credit that Sitealready agreed should be refunded immediately (not provided as account credit), and the $payment we expect is the least Sitecan be expected to pay for their negligence in managing customer disaster recovery planning Sincerely, [redacted]

To whom is may concern,We respond as follows to this complaint.We have reviewed the feedback provided by Mr [redacted] and greatly appreciate his candid responseWe are deeply saddened to hear of all the unpleasant experiencesWe found the live chat interactions Mr [redacted] conducted with our staff, and we identified some opportunities for improvement from our support teamPlease know we will fully review these interactions and take measure to improve our overall support structure.We see that Mr [redacted] is requesting a prorated refund for the time remaining after he submits a formal cancellation requestWhile our terms of service does not allow us to provide a refund for accounts older than days, we're happy to report that we have approved a prorated refund as a one-time courtesy and gesture of goodwillWe have notated his account so that any hassle will be minimized in obtaining the refundWe hope this is satisfactory.At this time, we believe this issue is resolved, but if we can be of any further assistance, please let us know