Site5

Initial Business Response /* (1000, 5, 2015/09/30) */
I do see where in a ticket [redacted] did state they were wanting to cancel their account. Our billing staff informed of the process required to submit a cancellation request. This is included in our Terms of Service that to cancel an account,...

the customer must submit the form from within our control panel. We 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 /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Site5 deliberately makes it difficult to cancel or even make password changes. Then it continues to bill me when all it when all the company needs to due my previous cancellation requests. Due to Site5's automated response to my previous, it could make the excuse. However, 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 for. Therefore, I would like Revdex.com to request for Site5 to turn over their chat conversations with me between 2012 and 2014 and you will see what I mean.
Final Business Response /* (4000, 13, 2015/10/19) */
I have closed the account, and I wish the customer the best in the future.
Final Consumer Response /* (2000, 15, 2015/10/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 response. We are deeply saddened to hear of all the unpleasant experiences. We found the live chat interactions Mr. [redacted] conducted with our staff, and...

we identified some opportunities for improvement from our support team. Please 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 request. While our terms of service does not allow us to provide a refund for accounts older than 60 days, we're happy to report that we have approved a prorated refund as a one-time courtesy and gesture of goodwill. We have notated his account so that any hassle will be minimized in obtaining the refund. We 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.

To whom is may concern,We respond as follows to this complaint.On May 1st, 2017, our Security Administrators discovered that an account under [redacted]'s control was sending a large volume of email. After a careful review of the account, it appeared that multiple e-mail login credentials were...

compromised. As a precaution and to protect the integrity of our network, we suspended the account to prevent further backlash. We immediately notified our client of this, the same day, in ticket [redacted].We see that [redacted] took prompt action to rectify the issue, as she replied to the ticket on May 1st. Then, on May 18th, our Security Administrator was able to inspect the corrective actions taken, however and unfortunately, during the inspection it was discovered that additional malware is currently present on the account. The timestamps indicate the malware has been present since before May 1st. We have informed [redacted] of this new information.At this time, we have unsuspneded the website, though we did enable password authentication on the home page so that at least our client can review and test any changes or take additional corrective actions to remove the malware. Once the malware is completely gone, we'll be able to fully remove all restrictions from the account. We can understand how dreadful it is in dealing with a hacked website and we're very sorry that [redacted] for must face this dilemma. While we're happy to help in anyway within our capabilities, it's best to have an experienced web developer or professional website security organization perform the cleaning of the infection.While reviewing this incident, we learned of the lengthy wait times to address the reply and have identified an opportunity within our support structure that can benefit from improvement. We are taking measures to reduce our wait times across all our departments. We sincerely apologize for the inconvenience this has had on [redacted]. We truly value her business and appreciate her bringing this to our attention.We are currently in touch with our client and have a direct line of communication through the related ticket. Our management team will monitor that ticket very closely to prevent any further delays. We encourage [redacted] to reach out to us at anytime if we can be of any further assistance.

Greetings,We were sorry to hear about the delay in installing the [redacted] certificate and of course agree that response times need improvement. This is our major focus and will continue to be until wait times see more permanent improvement. At this time we have confirmed both the [redacted] certificate and...

dedicated IP have been setup, and will be watching for any updates on potential issues. In 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 time. Having said that, there are not always security situations that can be prevented by the host. In 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 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 party. We 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 attempts. We 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.

Greetings,We were sorry to hear that [redacted] has had issues accessing his account, however we have reviewed the e-mail communication from December and see that our staff did indeed send a response back also within December. We understand [redacted] has mentioned an additional e-mail sent on...

August 30, 2017 however we have not found any new messages received from the address "[redacted]." At this time we have reset the password and sent a copy via e-mail. Please make sure to check the spam folder for this message and please try resetting ( [redacted] ) once more. If this continues to be an issue please let us know and we will be glad to manually set a password.

To whom it may concern,We respond as follows to this complaint.On March 17th, 2017, we notified [redacted] of a malicious phishing website that he was hosting on his account in ticket ID [redacted]. We understand that our client likely did not know this content was being hosted on his account....

Unfortunately, we did not receive a reply nor were any corrective actions applied to remove the content after 72 hours. This led to us reaching out to [redacted] again on March 20th in ticket ID [redacted] to verify his identify and ownership of his hosting account, or else face termination after 48 hours. Again, [redacted] never replied or acknowledged our requests, and on March 22nd, per our terms of service, we terminated his hosting packages. Within minutes, [redacted] reached out to us and asked for assistance in restoring his account. Our management team got involved, and quickly started a plan of action to recover the 98 cPanels our records showed in his account. Working around the clock, we were able to restore all the sites in under 48 hours.On May 3rd, [redacted] replied to ticket [redacted] requesting access and/or a backup of the one particular cpanel ([redacted]) that we initially flagged as hosting the malicious content on March 17th. Our client was unable to access the cPanel since we were forced to suspend it, as it was maliciously deceiving and targeting the public. On May 11th, we generated a backup of that cPanel and made it available for download via a special URL, and we have given [redacted] 72 hours to download the backup file. We encourage him to reach out to us he needs more time to secure it.We understand [redacted] is asking for a refund of services totaling $1,200.00. Per hour terms of service, we are unable to provide any compensation for loss of revenue due to an event such as this one. However, we would like to offer a refund for all the invoices in March and April ($220.00 USD) as a one-time courtesy and gesture of goodwill. Furthermore, we would offer three free months of hosting on [redacted]' three active hosting packages on his billing account ($255.00 USD Value). Combined, this comes out to a $475.00 value in credits and refunds. We hope this offer is acceptable, as it is above and beyond what our terms of service allows.At this time, on behalf of Site5, we sincerely apologize for the occurrence of this event and for the inconvenience it has caused [redacted]. We can understand how the downtime can impact sales and we're very sorry for any losses that resulted from it, however we must again be clear that this matter was the result of the malicious content being hosted on the account. We wish to thank [redacted] for bringing the issue of our phone number to our attention. We will review this and ensure that it has been updated accordingly We also thank [redacted] for allowing us the opportunity to serve him and he is always encouraged to contact us directly if there are any other questions or concerns regarding this or any other matter.

Complaint: [redacted]
I am rejecting this response because:I would LOVE to have been able to click on "accept response". However, my issue has not been resolved, and previous attempts by Site5 support people to fix this issue have failed. What I would like is to have my access restored to all accounts where the email address [redacted] was registered as an IT contact and administrator on the account.I am willing to give Site5 a comprehensive list of all these accounts, once I have assurance from them that they do indeed have the *ability* to allow for me to have access to accounts.Now, this probably sounds strange. How is it that I'm claiming that they might not have the ability to give me access? From what I've observed it seems that a single email address may only be associated now with one account -- period. This I a HUGE problem for someone who has one business email address, and over a dozen clients with separate accounts to assist.Additionally, there seems to be an issue with being able to associate an email address that's not attached to a billable product to an account. I've been able to login at all with [redacted] to their new administrative portal. When I try to retieve a password. I get no response form their system. Interestly, a tech support person "fixed" this for me twice. However, when attempting to login subsequently, I am presented with the same issue of being unable to log in, and the existence of any account associated with [redacted] seemingly obliterated.Now if there's simply a different way I should be accessing all these accounts. I would like to know that. I'm not attached to how this gets solved, just that it gets solved period, and I get the access I need to support my web development clients.I look forward to Site5's response and to the friendly resolution of this issue.
Sincerely,
[redacted]

Good Afternoon,We appreciate this being brought to our attention, and would like to apologize for any inconveniences and delays that [redacted] experienced. Due to a miscommunication, the account was notated that we were awaiting verification before we could begin merging the two accounts...

together. Unfortunately this caused an extreme delay in resolution of this issue, and resulted in [redacted] moving his business elsewhere. As 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 account. At this time, we believe this issue is resolved. However, 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 case. We'll be very happy to help!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I asked Site5.com not to charge my card for renewal hosting on two seperate occassions Oct. 15, 2016 (Billing)  and October 24, 2016 (Management) as I am unhappy with their overall service and cannot continue a relationship with them for yet another year of bad service. As suspected they charged my credit card anyway.  I receive this email 9 hours ago: Hello [redacted],Thank you for your candied reply. I truly appreciate it, and I have to say I don't blame your for canceling. I imagine myself doing the same if I was in your position. We have a lot of work to do. While it's not an overnight process, we are striving to meet our goals.I see you have successfully submitted the proper formal cancellation request and the ticket ID is [redacted]. Please stand by for updates to that ticket on or after October 29th, as you have requested.I also found another ticket, [redacted], asking us not to charge the card on file for the invoice due. I have disabled the automatic charge that was scheduled for tomorrow. If for some reason the card does charge in invoice [redacted], please let me know and I'll happily refund it.I hope this is all you needed. Thank you for allowing me the opportunity to serve you for the time that you were with us. Don't hesitate to let me know if there is anything else that I can do for you. I wish you all the best.Kind regards,[redacted]Customer Service Manager | Site5 However, my credit card was charged only 4 hours ago    Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Good Evening,Thank you for reaching out to us regarding this matter and we are offer our sincere apologies for the issues that Ms. [redacted] has faced in renewing her SSL certificate. Looking into the issue we do see that the SSL add-on has already been terminated and a refund was offered in ticket...

[redacted]. However, due to the age of the transaction we would not be able to refund the amount directly back through the same payment method and would instead have to issue a manual refund which we do via [redacted]. We have requested Ms. [redacted] provide us with the email address associated with the [redacted] account that she would like the refund submitted to but have yet to receive a reply.As Ms. [redacted] has provided her support code in this correspondence we will be happy to accept the submission of that [redacted] address through this complaint to assist her in an expedient resolution to this refund request.As for the disk space issues that Ms. [redacted] mentioned, while our Shared hosting does offer unmetered disk space there are limitations that are outlined in our Acceptable Use Policy where it must contain functioning websites and is not intended to be used as storage nor for the mass distribution of files.Again we do apologize that Ms. [redacted] has been having difficulty with her services with us and we look forward to assisting her in resolving this matter along with any other concerns that she might have.

Dear Sir/Madam,We wish to thank you for your cooperation in this matter. Site5 has refunded the money via our credit card. We never doubted their honesty but was greatly disappointed that they did not response for several weeks and had to be contacted by the Revdex.com to do so.Thanks again. For us the matter is closed.Let us know if there's anything else to do.Regards,[redacted] Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and, indeed, the issue was solved a couple of days ago when a tech was able to reactivate my account. 
Sincerely,
[redacted]

Good Evening,We appreciate the chance to address this situation and understand Mr. [redacted] was not aware of the file limit on his account. We certainly intend to make all limits very apparent to our customer and thank Mr. [redacted] for the chance to improve communication in regards to this...

limit. We have been responsive to his requests for assistance, but the delays in between our client's requests have meant this issue has gone on longer than we would have liked. As a measure of good faith, we have temporarily increased the inode limit to provide more time to evaluate unnecessary storage on the account. We are confident this will allow significant time for Mr. [redacted] to work with us on the current usage, however if we can be of any further assistance, please let us know.

Good Evening,After review of the related tickets, we have not been able to confirm that the sites were down for over 24 hours without an update as reported. We see a ticket was filed and replied to on the same day offering assistance with resolving the issue. We have also found that the accounts...

appear to have been removed from within the account and worked to restore all content as it was reported as missing. At this time we have not received any further requests for assistance, so we hope this means all issues have been resolved, however if we can be of further assistance, please let us know and we'll be glad to assist.

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 system. We 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 them. This 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 account. We 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 question. We 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) 298-6780. At this time we would be unable to turn over ownership of the account unless the documentation mentioned above can be provided. While 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,Our apologies for the last response as it seems the reply did not fully send. We were sorry to hear [redacted] had trouble receiving support with this issue. Over 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 possible. While we did see waits over an hour at some hours previously, as of right now the wait for our live chat is about 10 minutes and this matter will continue to have our attention until waits continue to see improvement and are sustained over time. In regards to the issue at hand, there was not actually an error with our hosting platform. The issue was that a domain was attempting to be added which had already been added on to a separate account. We 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 situation. Unfortunately 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.