Site5

Good Evening,We are sorry to hear that Mr. *** believes we have purposefully delayed the cancellation process, however we must reject this assumptionWe have attempted to both e-mail and call Mr. *** and have not received a response via either methodPlease understand we wish to resolve the matter as soon as possible, however we do have strict cancellation policies as cancellation does mean all data is permanently deleted. Please note that each cancellation request submitted receives a ticket ID #If Mr. *** could please provide us with this ticket ID #, we'd be glad to review further, otherwise, the account will not be closed till a cancellation request is submitted from within Mr. ***'s billing account

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I'll accept the resolution, slightly disappointed that the refund was pro rata, as I've still paid for a period of terrible service.If Sitehad asked for details of none working links at the time of my original complaint I would have been happy to of supplied themSadly I can't easily outline all the errors now
Sincerely,
*** ***

We host our website and email through Siteover the last Month we have had continuous server connection issuesI have had to chat a minimum of x a week with them to resolve the issue for a few hours at a timeOver employees lose access to email and our company website goes darkThey do not have phone support so I cannot call anyoneEvery chat agent has zero to limited access so they themselves are unable to fix the problemThey refer all issues to a senior admin and never permanently fix the, I have done my absolute do diligence and am at a point at where I am paying for a service I am not getting

Where to start...this company is awfulThey could never resolve my emails not being delivered and after fail after fail by support I cancelled my hosting service and disabled auto-renewBut Site went ahead and automatically renewed me anyway, Siteagreed I disabled Auto Renew and said it was a "bug" in their system that I got charged $At this point I probably will never get a refund for the $they charged to my credit cardAnd of course they have no number to call for billing or support, all is handled by chat and email so nothing gets resolved Avoid this company

Sitetook over my websites from ***Service delivery is very poorFor over 24hours now, my website and email are down and I am running a businessI need help over this matter as they are not responding on their support ticketing system and email

Good Evening,We offer our apologies once more for the delays in addressing the related issue and have since offered a pro-rated refund for the unused timeDue to the most recent payment having been made prior to our migration to a new billing system, the refund has taken longer to process than we would like, however we will be re-escalating this matter and following up with Mr*** tomorrow in order to provide a status update. If we can be of any additional assistance, please let us know, otherwise we expect the refund to processed shortly

Good Evening,We were sorry to hear of the trouble with the automatic renewal of the domain names and have confirmed that the renewals have since been handled via ticket ***As mentioned by Mr***, the issues regarding the automatic payment were regrettably caused by the update to
our new billing systemAlthough the initial issues are unfortunate, we do expect the move to provide more stability for our customers in the long term, so appreciate Mr*** working with us during the transition and thank him for his patience while these errors were corrected. At this time it appears all domains have been renewed and the payment method on file is correctly setup, however if we can be of any further assistance, please do not hesitate to let us know

Good Afternoon,We are sorry to hear that your site was suspended for resource abuse previouslyNormally those restrictions are only able to be lifted by our admins that handle tickets as the sites need to be reviewed to ensure that modifications have been made so the same resource issues do not
reoccurAs for the refund, the $price that Mr*** list as his paid amount would not be accurate as that is the new price that was put into affect at the end of May 2017, roughly year into Mr***’s year renewal cycleThe previous price that Mr*** paid was $However, we have issued the refund for Mr***’s requested $55.00.Due to the age of the transaction a refund will not be possible and as such a manual refund would need to be completedOur manual refunds are processed via *** and we have reached out to Mr*** via ticket *** and acquired his preferred *** accountAt this time we have reached out to our Billing Department to have the refund issued and will be following up with Mr*** once completed.Should Mr*** have any additional issues that we can address for him we will be glad to work through those additional issues to reach an amicable resolution

Greetings,We were sorry to hear of the recent trouble and have since had a chance to review the experience in more detailAfter review, we have found that the related server became too full to operate due to improper caching of one of the websitesWhile this is not a setting installed or set by
the host, we do appreciate Mr***'s patience while this issue was evaluatedAt this time we've worked to help Mr*** clear plenty of room on the server but if we can be of any further assistance, please let us know and we'll be glad to help in anyway we can

Good Afternoon,We appreciate the chance to review these concerns and have since had a chance to review in more detailTo begin, on July 15th, 2017, Siterolled out a price increase that affected a portion of our customers, including *** ***' accountOver the history of our company, we have
grandfathered roughly hundreds of legacy hosting packages throughout the years, including some ResellerStarter packages in legacy datacenters (DC's)When we had offered a choice to pick your datacenter, the advertised price on our site would vary depending on which DC was chosenMany customers within those DC's have been subject to an increase of $monthlyAt this time, new customers are being provisioned only in one datacenter, located in *** ***, and the monthly price for a ResellerStarter package in that DC is $25.95.We wish to thank *** *** and the Revdex.com for bringing this matter to our attention, as we appreciate the opportunity to review this caseAfter conducing an audit of our clients account, we were able to unveil a discrepancy in our records pertaining to his hosting packageWhile it was marked as being at a different DC, we can now confirm that his ResellerStarter package is infact in the *** **, and we have therefore incorrectly set his new monthly price to $We deeply regret this oversight and sincerely apologize for the inconvenience it has caused *** ***.We're happy to report that we have taken the following corrective actions:- We have adjusted the price of his ResellerStarter package to $per month and ensured our records now correctly indicate his DC is in ***.- We have refunded him $for the additional July payment he made to cover the difference of the initial price increase(While only $was due back, we added the additional $refund as a courtesy.)- As an appreciation of *** *** being a loyal Sitecustomer, we have given him two months of free hosting, as a gesture of goodwillWe have adjusted his package renewal date from August to October.We truly appreciate his business and almost three years of loyalty to Site5, and we feel very lucky to have him as our customerOur management team has reached out to *** *** via ticket *** to inform him of these corrections and encourage any further discussion of this, or any other matterThat ticket serves as a direct line of communication with the Sitemanagement teamIf there is anything else that we can do for you, please let us know

Good Evening,Sitewould like to thank *** *** and the Revdex.com for bring this concern to our attention and for allowing us the opportunity to assistSitesincerely apologizes that *** ***' migration request was not completed in time for *** *** to submit their cancellation request prior to the
renew date of this hosting packageWe have escalated *** ***' cancellation request to our management team, and were able to process a full refund for their latest $renewal charge, as requested by *** *** in their desired settlementWe hope that this is sufficient, but if there is anything further we may assist with, we have provided *** *** a direct line of contact with our management team via ticket ID *** which they are always welcome to use to escalate concerns or issues regarding the service or support they are receiving from Site

Sitemade an unauthorized charge of $to my credit card that I never gave to themThey purchased IXWebHosting and stole my personal data to charge me for services I do not use and never agreed toThey held my domain name I had with IXWebHosting hostage and when I contacted them to get my domain name released so I could use another companyThis is what they told me:
"We did check your account and looks like your domain has already expired on 03/30/and we cannot generate an EPP/Auth Code if the domain is expiredEPP/Auth Code can be generated only for an active domain
So you can either renew the domain and then transfer over to new registrar or (this is not a recommended process) let the domain expiry completely and have it registered when it is available for purchase again (risk of loosing the domain if someone else purchase)"
I do not appreciate being ambushed with an imposed change I didn't agree to
Since they decided to take my domain name hostage becaus

Good Evening,After review we see that *** *** contacted us via email on 10/20/inquiring about a domain that she had paid for on 10/19/that was still pendingDue to an issue in our billing system, this domain was not registered, as it had already been registered by someone elseShe
then contacted us via live chat on 10/28/2016, and was issued a refund for the domain that she paid for but did not receiveThe chat agent did not have the access to allow the domain to be registered for a year at no cost to the customer.Our escalations team registered the requested domain to *** *** on the morning of 11/02/for a year at no cost to herWe also granted her a month credit to her account, resolving the issue on 11/03/We have had no further contact about this issue at this time.We appreciate *** *** patience while this was investigated and offer our assistance if we can be of any further help

Hello,We have since spoken with *** *** on the phone and gained a greater understanding of his concern Initially it appeared there was concern with a single downed service, however after further investigation we have found that additional elements were in playWe are actively investigating several incidents to piece together a timeline of events, and our goal is to determine any additional potential points of failure in order to work with *** *** on a plan of action to avoid similar situations moving forward. At this time, we mutually consider the investigation to be on-going, however we respect that *** *** will need additional time to review our findings once we follow up with him directly We will continue to keep the line of communication open directly with *** *** and appreciate his time in speaking with us on the matter

In February of this year I prepaid for years of hosting with IXwebhosting In the spring, I was informed that sitehad purchased IXwebhosting and my website would soon be moved to Siteservers On August my site stopped working I tried everything I knew to solve the problem, but nothing worked, so I contacted Sitesupport They offer support via online chat I waited for at least minutes on different occasions, and no one ever connected At this point my site and email had been down for working days, and ai was running up to a deadline where it was essential that my site and email work Since I could not connect with support to solve the problem, I moved my site to a new host
Shortly after, I contacted Siterequesting a refund for the months of unused service At first I was told I did not qualify for a refund, that those are only given during the first days I explained that I had contracted with IXwebhosting, not Site5, and that I was only movi

Our organization has a domain name registered through SiteThe individual(s) who registered the domain name are no longer with the organizationWe need to update the information on the account so that a current employee of the organization can access the accountSiteis requesting that we verify ownership of the account by submitting to them a government issued photo IDHowever, they will not tell us who is listed on the account as the owner, so we do not know whose ID we need to send themWe are at an impasseI cannot get a service rep on the phoneI have requested to be put in touch with a member of their legal team and they will not comply with my requestI have filed a complaint through ICANN and they cannot assist I need a third party to intervene to help us access our accountWe would ultimately like to access our account so we can transfer our domain name to another registrarWe no longer wish to do any business with Site

Good Evening,We were very sorry to hear of the extreme delay in providing Mr*** with a refund, and having reviewed the matter, see that he did switch from a yearly billing cycle to a monthly billing cycle, and was offered a refund for his original paymentUnfortunately the payment is now
more than months old, so we are unable to refund it directly to the card used, however we have reached out to Mr*** to offer a refund via PayPal or by check at his preference. Regardless of whether we hear back on the e-mail sent, we will provide Mr*** with a call to confirm his preference and will keep him updated on the progress of the refund.We sincerely appreciate Mr***'s patience and we will be reviewing the related ticket as it appears to have been incorrectly placed on hold prior to its completion

This host took over my sites that had been hosted on IX Web Hosting for years When Site transferred everything they promptly killed all my sites and all of my email causing me complete chaos I decided to transfer everything to another host and request a refund THEN Site refused my refund claiming I had been with them >days I was with IX Web Hosting for >days Actually for more than a decade My site was hijacked and held hostage by Site < days ago so I pretty clearly deserve a refund

Good Evening,We were sorry to hear of the trouble accessing this account and for the frustrating time attempting to resolve the matterAfter review of the recent live chat, we did find that the agent could have worked to offer alternative verification options much earlier in the chatWe see that
the agent did eventually offer to verify the account using an alternative option, however the live chat was closed on the customer's side immediately after the offer was made.We've reviewed the recent logins to the account and have found that there was a login to the billing account from the city mentioned in Mr. ***'s complaint so we are hopeful this was resolved, however we'll be following up with Mr. *** to ensure he does indeed have access to the account.We appreciate the chance to review the recent live support interaction and if we can be of any further assistance, please let us know

Good Afternoon,Thank you for providing us the opportunity to go over this matter and to work this problem out with *** ***.Going over this matter; *** *** had requested to have two accounts merged into oneWith this, we require to determine the amount of content that needs to be moved
and more specifically, how *** *** wants the transfer to take place; either removing the old content and replacing it with the new or keeping both content in separate directoriesAt this time we have asked *** *** to confirm how she wishes to proceed and we have not received any confirmation quite yet.As for why her account for the website *** is suspended; the related invoice had remained unpaidServices were rendered for the site to be active and so because the payment was not made, it was suspendedWe will still be able to migrate *** ***'s content to the new package, just as soon as she confirms how she would like to proceedWe will be monitoring this matter closely and working to carry out *** ***'s request as quickly as possible, as soon as a response is received from her.Thank you again for the opportunity to discuss and address *** ***'s concerns