Site5

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.

Greetings,We continue to work with [redacted] in order to properly open communication avenues to her for each of her client's accounts. We are actively monitoring the related ticket and appreciate Ms. Walski's time in working with us on the recent update to our customer's billing system. As 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.

Complaint: [redacted]
I am rejecting this response because: I answered every call.  Please remember this is the digital age and everything is recorded. All calls to my cell phone and home phone are logged by the carriers and the call itself is recorded (voice).As expected, you are deflecting blame.  Your security measures are seriously flawed.  Your support is seriously flawed.  I had to call the parent company for assistance!! 
Sincerely,
[redacted]

Good Afternoon,After review the matter we'd like to offer our apologies as the original agent handling the cancellation did not fully process the request. We have forwarded this issue along to our agent's supervisor to ensure this does not occur again. At this time we have confirmed that all...

services are fully canceled and the related invoice was deleted before any payment was taken. We hope this fully resolves the concerns raised but if we can be of any further assistance, please let us know.

Complaint: [redacted]
I am rejecting this response because: I have already submitted a cancellation request and this is clearly a measure to delay my refund. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/06) */
We naturally do not like seeing an unhappy customer, and it's regrettable [redacted] has had an unfavorable experience.
She originally requested for us to perform a migration on 2-24-15. The next day, we contacted her in the same email ticket...

requesting information regarding her database. No response was received from her, and the ticket automatically closed.
She called us on 5-13-15 stating the database was hosted remotely and she is not comfortable with moving forward with the content migration yet, but would contact us around June 2nd to start the process.
We receive another migration request from her on 9-18-15, and we replied to her that same day with information on email addresses and requesting FTP access information from her. We do not receive a response from her until 9-22-15 stating to not close the ticket. We completed the migration on 9-22-15 and [redacted] was instructed to change her name servers to point to us.
We try to have the same people work a ticket from start to end, but this is not always possible due to shifts, days off, sick/vacation, etc.
A refund is not possible due to the account being outside our money back guarantee period. The account was set up and active, and as such the service has been rendered.
If there's any outstanding service-related issues, I am more than happy to have someone senior look into and resolve them for [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This information is ficticious. We were requested to get information from our developers, which I worked on setting up a call between Site5 and our [redacted] based developers, but each time I would get that done, they would close our ticket! I never said in June I wasn't comfortable with the migration but we AGAIN were supposed to connect the developers with the migration
"experts" from Site 5 - they would continually say one thing and not follow through and then close the ticket before we could get a conference call scheduled or answers they were looking for. this is an unacceptable response - we NEVER actually migrated over to their system, so there was no resources put into our company on the part of Site5 I am happy to go to small claims court over this because I don't think this company should get away with stealing from businesses like ours and handle their affairs in such a manner.
Final Business Response /* (4000, 9, 2015/10/21) */
We have no ulterior motives here, and we have provided all factual information. We only want to help work towards a resolution. No one is stealing from anyone.
Unfortunately, resources have indeed been allocated on our end for [redacted]'s account. Think of it like your cell phone service. You agree to a contract of cell phone service, and each month you're allotted a certain number of minutes, text messages, and data service. You still pay your cell phone company whether or not you use your allocations or not.
But it's obvious [redacted] has not had an good experience, and that's not the norm for us. I would like to offer a pro-rated refund for the time remaining on the contract that she prepaid. All I will need is a PayPal address to send the refund to. I will terminate the service at that time as well.
Final Consumer Response /* (2000, 13, 2015/10/22) */
Sorry, forgot to provide my paypal account - it is under email [redacted]@comcast.net
Please let me know if you have any problem with that.

To whom it may concern,We respond as follows to the complaint.As [redacted] stated, our billing records do concur that her account was terminated over a year ago, around September 2015. We also show records that former Site5 staff were able to reactivate it about a month later. During that time, we...

suspect that the agent who activated the hosting package on the server, left the status of the package as "terminated" in the billing system. While unfortunate, we do not believe this oversight was intentional. Luckily, the hosting package status in the billing system had no bearing on the hosting server, which is why it's been working fine all this time. Since then, [redacted] has been a wonderful customer, and has been paying her renewal invoices diligently. Just recently, Site5 performed a company wide billing system update. When this happened, the "terminated" status carried over and unfortunately our new billing system prevents access to the hosting account on the server, unlike its predecessor. [redacted] generated a ticket on October 5th (Ticket ID: [redacted]) and we were able to resolve it on October 13th. We flipped the status to "Active" and this immediately restored full access to her hosting account on the server. Fortunately, during the whole ordeal, her email and hosting account experienced no service interruption. This was simply a billing system status error.We deeply regret the inconvenience this caused. We're happy to report an issue like this should not happen again in the future. We have not heard back from [redacted] in the ticket yet, either stating success or if there are still issues. We do believe the incident is resolved.

Greetings,We were sorry to hear about the trouble accessing the related account and for the trouble receiving assistance on the issue. Although our phone support is not 24/7, we do answer all calls and in the order they are received. If there is trouble receiving assistance via phone, we also offer...

support via live chat 24/7 and via e-mail. We've attempted to locate any related e-mails received from the address provided, but did not find that any tickets were filed. We were also sorry to hear of the error when logging in to the website, but have not seen similar reports. We'll be investigating this report, but our logs indicate Ms. [redacted] has recently been able to access the account. We'll be following up to ensure these issues have not continued, but if we can be of any further assistance, please let us know.

Good Afternoon,Thank you for the opportunity to review [redacted]'s concerns regarding her price increase.We can confirm that we have recently increased our prices recently and have given our customers advanced warning in the form of an advanced invoice renewal notification. As we have not had a...

price increase in many years, unfortunately we had to increase our prices as the cost of doing business has also increased. We offer our apologies if this notice was not clear and have passed along [redacted]'s feedback to discuss how this might be better handled moving forward.In appreciation for [redacted]'s time with us, we have provided an additional year of service at the original rate of $13.95 and have credited her account for the difference in price on her last two invoices.Thanks once more for the opportunity to address this situation and if we can be of any further assistance, please let us know.

Complaint: [redacted]
I am rejecting this response because:The issue has NOT been fixed. They refuse to explain what they did to foul up the services I pay them for.There has been no callback to me even after giving site5 a number and times to contact me.Site 5 has been terribly mismanaged since selling out the EGI.They do not seem to care about their customers. I have been with them for 8+ years. I still have clients without email due to their incompetence.
Sincerely,
[redacted]

Greetings,We were sorry to hear there is still trouble logging into the account but unfortunately it does not seem we heard back on our e-mails offering assistance last December. We've reached out once more in case our last message was missed and will be watching for Ms. [redacted]'s response.

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 complaint. We noticed there were multiple tickets open to address this issue which may...

have convoluted the conversation a bit. Regardless, 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.

Good Evening,We are sorry to hear that [redacted] has been having difficulty with receiving support and having his account reviewed and restrictions lifted. At this time we do see that the restrictions have previously been removed and additional information regarding possibly malicious files that...

still remain on the server has been provided. Our management team have also reached out to [redacted] directly via his ticket concerning this matter, [redacted], and explained that while we would not be able to provide the requested refund for the issues that he has faced we have applied a credit equal to the cost of one month of his hosting package to his account. While we do apologize for the delays that [redacted] faced in initially having this matter addressed, we do feel that this situation has now been resolved. Should [redacted] have and additional concerns that we can address for him we encourage him to reach out to us via ticket [redacted] which is currently in our management team’s queue and will be addressed by them should he reply to it.

Revdex.com:
Charge was refunded and that resolution is satisfactory to me.
Sincerely,
[redacted]

Good Afternoon,We are sorry to hear that [redacted]’s site has been suspended for such an extended period of time. After looking into the matter we do see that the infected files that caused the original suspension were removed and those restrictions were lifted. However, there was another set of...

restrictions that were placed on the account in a non-standard manner that were not lifted. These secondary restrictions were not able to be removed by our live support and unfortunately due to a long ticket queue for our Security Team the resolution of this manner was delayed. We have had our management team follow-up with [redacted] in the ticket he had open related to this matter as well to inform him of these details.At this time the restrictions have been lifted and we were able to load [redacted]’s site both directly in our browsers and via proxy servers. There does appear to be some residual damage from the infection as at least one of the reported infected files was related to the site’s theme which seems to be loading improperly at this point in time.With regard to compensation, due to the extended wait time to have this matter properly addressed by our staff we have applied a 4 month extension to the renewal date of [redacted]’s hosting package moving the renewal date from 09/24/2017 to 01/24/2018. Again we do apologize for the inconvenience that this situation has caused for [redacted] and we appreciate [redacted]’s patience and understanding in working with us on this matter.We hope this has resolved the situation but if we can be of any further assistance, please do not hesitate to let us know.

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 time. Please reference Revdex.com Complaint ID #[redacted] for more details. In reviewing our invoices, we have only received $38 of credit, in contrast with the agreed-upon $193.50 credit we were supposed to receive. We have paid our full charges for September, October, November, and now for December we have just paid our full charges less a $38 credit. We expect our credit of $155 to be refunded immediately; Site5 should not carry our payment until next month. Further, we are paying for this service: VPS Remote Backup: $14 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 11/26/16. After four days (which is far beyond the contracted resolution time), Site5 informed us that the backups were not working after 11/17/16 and were not available. Due 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 $525 for time spent creating and verifying our own backups of the accounts, for a total of $539 refund due immediately. Please review Site5 Support ticket [redacted] to see the admission from Site5 staff that the backups are not available, and that our requests were not answered in a timely manner. We arrived at this figure after spending 5 employee-hours to perform backups and verifications. This was only necessary because of Site5 negligence and inability to provide trustworthy backups for the money they have extracted from us as customers. In total, Site5 is responsible for lost business and damage to our reputation that greatly exceeds the amount we herein claim; the $155 credit that Site5 already agreed should be refunded immediately (not provided as account credit), and the $539 payment we expect is the least Site5 can be expected to pay for their negligence in managing customer disaster recovery planning.In total, Site5 is responsible for lost business and damage to our reputation that greatly exceeds the amount we herein claim; the $155 credit that Site5 already agreed should be refunded immediately (not provided as account credit), and the $539 payment we expect is the least Site5 can be expected to pay for their negligence in managing customer disaster recovery planning.
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.
However, this is a case that should have been resolved by Site5's customer service team (Billing), rather than been escalated to Revdex.com. The weird thing is that none in the customer service team seemed to be able to comprehend that it is not acceptable having one price advertised on your website ($25.95 monthly) but having a different price charged in reality ($29.95 monthly) - the explanation provided by the business is simply an excuse to justify the mess caused; if this explanation was true, there should be two lines in their invoices (one for the main service and one for the add-on package) rather than one. When I raised the issue for resolution, their customer service came up with any ridiculous explanation they could make up for the fact, rather than taking the effort to investigate the issue in some depth. If I hadn't brought the issue to Revdex.com, I (and probably quite a few others) would continue to be charged with $29.95 per month.
Sincerely,
[redacted]

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

Greetings,We were sorry to hear [redacted] has decided to cancel his account, however we must disagree with the claim that we are no longer providing customer service. We do continue to support our customers and admittedly our wait times have not been near what we would like them to be, however...

this continues to be addressed as we hire new staff to meet demands as quickly as possible. As of November 9th, we replied back to [redacted] requesting his PayPal e-mail address in order to send a refund but have yet to hear back. Once we have this information, we've offered a pro-rated refund for the unused time on the account.