We have reviewed the customer's replyUnfortunately it does not provide new information but repeats the initially expressed concerns, that we have already addressed in detail.As stated in a previous reply - we have already provided refund for the remaining unused time as an exception from our policy
Hello [redacted] ,Your account was renewed because we did not receive a confirmation for your cancellation requestOur records show that on October 5th you have discussed the cancellation process with our team via our HelpDesk - they have provided you with step by step instructions on how to cancel your accountPlease note that this can be done from your Customer area and not via ticketFrom the billing section you are able to select the date for closing the account, if you want to keep your domain name or not, and how the refund should be handledOur HelpDesk on the other hand is used for technical support requests.We cannot close an account without explicit confirmation, since it can lead to website downtime and loss of business for the customer by mistakeThus the additional step for confirmation is required.Preventing website downtime due to expiration is also the reason why we renew the accounts of our customers automaticallyPlease note that we have our renewal policy explained in detail in the TOS, and in addition to that we send out several reminders per email before the actual billing dateSince the account was not closed at the expiration date, it was auto-renewed.We can see that on November 11th, our Support representative explained our renewal policy and again pointed out how to cancel the account in order to receive a refundThere is no further response from you in the ticket, so he could not forward your request to our BillingDuring your latest communication with our team in December via chat, you had already filed a chargeback request to your bank, which prevented us from issuing a refundWhile the bank decides about the validity of the transaction, the amount in question is frozen.We will check again with the bank what is the status of the charge back and if there is no decision yet, we will let them know that we won't dispute the charge backRefund for the initial payment has been issued yesterday and the money should appear in your bank statement in 7-business daysRegards!
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because the vendor needs to clarify the following sentence in their response: " Our agent on the phone explained that you are eligible for a refund and we understand you no longer need the hosting account.As you have not replied to our emails the case is now going to be processed by the bank institutionsThis was never explained to meWhat does it mean that they are going to be "processed by the bank institutions?" Please clarifyThank you Regards, [redacted]
Hello [redacted] ,Indeed our accounts are renewed automatically, but this is only in order to prevent downtime for the website of the customer due to credit card or bank issuesWe state this explicitly in our terms of serviceWhat is more, before we charge a credit card, we always send out at least reminders about account renewal to make sure that the customer is aware of the renewal and is able to cancel their accounts if they are no longer neededSince we did not receive a cancellation request from you, the account was renewedAs far as the price is concerned - the price you paid initially was a promo price, only valid for the first billing periodThis way new customers have the chance to test our services with a small initial investmentAfter the first billing term is over, our regular prices apply.Please note that we are always ready to work together with our customers to resolve any billing dispute that might occurUnfortunately you haven't contacted us after the renewal, but first months later when a refund is no longer possibleAs we see from our records in a chat with our Customer Care from June 18th, you agreed to have the remaining time added to another account you have with usAs discussed, the expiration date of your second account has been already extended with the prepaid amount from the now cancelled account [redacted] com
Hello,As we see, you have an open ticket about this refund in the SiteGround HelpDeskOur Billing department is currently in the process of issuing the refund and as discussed with you your website will remain active until 31st of OctoberWe are sorry that the purchased hosting plan was not suitable for your site, but unfortunately on a shared server there are resource consumption limits in place, which have the goal to assure fair allocation of resources for all users, and cannot be changed per customerWe wish you all the best for your online projectsRegards,Marina Y [redacted] www.SiteGround.com
Hello [redacted] ,We have received your response and we would like to address your pointsPlease see below the clarifications you have requested:On January 5, we have received a phone call from a bank agent who wanted to get information about a charge of $from SiteGround on your credit cardTo check the details about the transaction our phone operator asked for the domain name of the hosting account, which you have provided upon the request of the bank agentIn that phone conversation our representative verified that you have successfully cancelled and got a refund for a security scanning service, and the amount of $was a payment for your hosting renewalHe explained that you can cancel the service via your client area by going to the billing section —> cancel services and get a refund for the money back to your credit cardYou submitted a chargeback for the hosting account renewal payment through your bank, which we received on January 7, Our team has attempted to seek your cooperation to settle this matter directly with you by sending several emails, but we did not receive a response from youNow we are not able to assist you further on the refund and cancellation, and the dispute for the transaction will be handled by the bank institutions involved, your credit card company and our payment provider systemThis means the amount you paid is blocked until the banks complete the resolution process.We are available to answer any other questions you may have regarding this matter.Regards,SiteGround Team
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 They were prompt and helpful in their response I plan on continuing to do business with them I'd like to thank the Revdex.com as well for helping resolve this issue Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I did not ask for account credit, I asked for a refund Your company no longer has my trust or loyalty You still have not unlocked my account, and I will have no further negotiations until my account is unlocked.Regards, [redacted]
Siteground staff are so friendly and helpfulI had an issue with my billing that I wasn't sure could be resolved, but a Siteground CSR stayed on a chat with me for an hour until everything was fixedI would recommend this web hosting service to everyone
Disagree Siteground had cause a time lost for customerFrom the period customer has been contacting to Siteground support team then to escalate to contact Revdex.com, that time to contact for assistance, and waiting for resolution, to correct the problem, Siteground has caused time lost for customer, approximately days Therefor customer demand days of compensation of extra extension time[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
Hello [redacted] , We are sorry that you felt the answers of our support team were condescending and obnoxiousIt certainly wasn't their intention to appear that way - they have simply tried to assist you with detailed information and resolve the reported issues as per your request From your ticketing history I see that the repeated downtime issue in your account was caused by a vulnerable softwareThis software was changing the file permissions for your websites and the downtime issue was reappearing for as long as the malicious code was presentIn regard to the cleanup of malicious code - please note that this service goes beyond the scope of our regular web hosting services - it is performed by highly-qualified security experts and is thus a paid service charged separately from the hosting product you have already paid forNevertheless, according to our records our support team has helped in the best way possible to identify the software in question and resolve the issue at no additional cost In regard to the refund that you have requested - as I see you have prepaid manually for months of hostingOn May 11th the first month you have paid and effectively used will be over, so we could close your account on that date and refund the amount of $for the remaining months to your credit cardOur Billing department has already initiated the refund process, the amount should appear on your bank statement in the next 7-business daysIn the meantime please make sure to backup your websites before we close your accountOur Support team will assist you with the backup creation
The case of [redacted] was handled by several supervisor during the last months, and also reviewed by our CTO personally to ensure that we have assisted the customer in the best way possibleOur research confirms that the experienced downtime, for which the customer demands a refund, was not caused by SiteGround, but by website issues not related to our hosting servicesAll support tickets were always processed and resolved timely, with exception of the actual account size issue that emerged in February 2016, and for which our team provided all the information neccessary for resolving it, but the actual resolution was in the hands of the customer.As our team informed *** [redacted] already in a ticket from September 2015, the data base (GB in size) of the website was too big for the selected Cloud plan; in addition to that, the website had plugins installed and not well written code, which also affected negatively the performance of the site.The developer of *** [redacted] personally acknowledges this as quoted in a ticket: "a professional web developer who has gone through and fixed coding errors and optimized my site and is in the process of working to just rebuild my site completely to give it a "fresh" start(...) my site had a horribly corrupt database, which is now fixed (...) I do not know technical terms, but ultimately it was determined that my site just is too large for the server I am on with you guys."Since the customer's website was using more resources than the ones allocated to the used plan, our team provided information about the possible solutions, which indeed included an upgrade to a higher plan with more resources or seeking the help of a professional web developer, not offered by us as a service.Since no measures were taken about the website size issue, in February the site exceeded the available resources and this resulted in data base errors and website issues such as blank screensOur team has tried to resolve this by decreasing the size of the data base and by applying further measuresUnfortunately all of this was insufficient considering the limited resources on the current hosting plan and the desire of the customer to keep all available data.As the customer declined the option for upgrade and demanded a backup, we have cooperated and provided as an exception a usually paid service for free in order to facilitate the access to backup copy of the databaseThe full database for the site has been sent to the customer multiple times after checks and verification, that it contains all files and no errors for accessing the dataOur Support team from all levels including top-level supervisors were actively involved for several days in troubleshooting and resolving the case to the client's satisfaction.In regard to the backup request of the customer:We certainly did not disable the backup functionality - the reason why *** [redacted] was not able to get a backup is that it was large in size and the server did not have enough free disk space to hold the backup restore dataIn regards to the accusation that our team did not want to cooperate and communicate over the phone - please note, that our advanced technical support, as the one required in this case, is available only through our HelpDeskIn order to re-create the issue described and provide solutions, our team needs detailed information in writing, which is best provided though our ticketing, and not through the phone, where often information cannot be validated in real time, emotions come to play, and all this can lead easily to misunderstandings.Also, please note, that our supervisors are not available 24/7, but only during regular office hoursStill, all of *** [redacted] requests were handled on time, and only non-technical requests (e.gbilling) or requests to reconsider our position were handled slower, since they required internal discussion with several team members from different departments.In regards to the accusations that we have lied to the customer about our refund policy:According to our records, the day money back guarantee was not discussed during the initial callWhat was discussed, was the fact that the website had optimization issues already with the previous web host, and that our company does not offer web developer servicesWhat is more, refund is usually available for new shared hosting accounts only, and not for Cloud, nor for renewal paymentsSince the Cloud account was purchased already in and renewed times since then, a refund as per our day money back guarantee coundn't have been issued.A cancellation fee, as the one described by the customer, is only required if the user cancels too late - not during the mentioned period in the terms, or if the user took advantage of special promotions (free domain for example) or non-refundable upgrades (which are 3rd party products that we prepay to the vendor in advance).Still, when in September the customer informed us about the decision to move to a new web host and inquired about the refund policy, since there were whole months until the expiration date, our Billing department agreed to provide a refund of $upon cancellation for the remaining unused time, although we had no obligation to do thatThe customer's response at that time was that they will contact us additionally once ready to cancel The ticket was reopened by the user only in March - months later As per the initial arrangement, we provided refund for the remaining time - only months at that point.During the entire time *** [redacted] was our customer, our representatives have assisted her with much more than what's actually included in our hosting service scope, and provided multiple services for free, although they were time consuming and complex, and required involvement of web administratorsSince the issue was not caused by our support specialist neither by our server setup, we cannot provide the refund requested
Hello, we are very sorry to hear that you are not happy with our serviceWe would like to address the points you have raised: 1) Please note that on shared hosting plans resources of the server are shared among multiple users, that is why it is important for us to monitor the individual usage in each accountOnly this way we can ensure that all customers can take advantage of fair amount of the server resources and we can prevent abuse that can negatively affect the websites of the other usersEvery customer has access to a control panel from where to monitor accounts stats, processes and executions so that the customer can troubleshoot any problems on timePlease note that the shared service you have purchased does not include management of the customer's website processesOur team monitors the server status and health, and makes sure that a website in good standing can be hosted with usIf the website itself has issues related to its script, plugins, themes etc., the account owner or its developer are responsible for resolving themIn cases when the usage spikes appear suddenly, our team cannot inform the customer in advance, but has to react immediately to resolve the problemIn your case immediately after limiting your site, we have provided you with analysis of the IP address generating the extra resources usage, and worked with you to quickly remove the limits and put the website back online2) When we identified the IP causing the most usage we have tried to block it in firewall, however you have enabled CloudFlare on your account so our approach to block it on our servers was not successfulIn your previous CPU limit tickets via the help desk system we also suggested some techniques to lower your executions and guided you to our tutorials about them3) The server section of our full features list page provides specific details on the CPU executions limit for each plan, so we have that available on our websiteThe mechanism for handling resource abuse is described in our terms of service that each user agrees to at sign upPlease note that since the downtime of your website is not caused by an error on our servers or by our team, but was the result of your usage exceeding in times the average usage per customer on the same server, we cannot provide you with compensationIn case you wish to cancel your service with us, please initiate a cancellation from your account, and our Billing department will check if you are eligible for a refund for the remaining unused months
We are sorry you do not feel treated fairlyWe would like to fix that and also offer some additional explanationsYou have expected to receive year free upgrade to [redacted] for the account [redacted] Please consider that both of your websites were close to expiration (they both had less than a month until expiration), and thus a renewal payment would have been inevitable even if you took advantage of the free upgradeAs our promo terms state, GrowBig accounts as the one you wished to upgrade, as part of the promo will be renewed for months at the prices of the current plan and after that we will upgrade the account to a higher plan for freeThe mentioned year free upgrade was available only for StartUp plans upgraded to GrowBig as clearly stated in the promo email.Regardless of all that, you were clearly notified that you cannot take advantage of the promotion as it had already expired when you came to our live chat asking about it You have expected to receive free transfer of website [redacted] .com to the account [redacted] instead of free upgrade as part of the free upgrade promo.We will transfer the content of [redacted] com to the account [redacted] for freeWe have initiated the restore of the backup and transfer for youPlease check your tickets to follow the status of the transfer
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:From: [redacted] < [redacted] >Date: Thu, Sep 18, at 5:PMSubject: complaint # [redacted] .To: "[email protected]" Update on my complaint # [redacted] against SiteGround.com Inc Business ID [redacted] Without notification from SiteGround, on 9/10/I received a partial credit of $ Then on 9/15/I received another partial credit of $ Those total $ The amount of the original transaction they took from my bank without my knowledge or verification on 9/3/ But there was also a second transaction for $(also on 9/3/14) that they insist is from my bank My bank told me no, they did not charge me that SiteGround charged me that fee because the funds went to London/International I cancelled my [redacted] so that this would not happen again whenever they chose That cost me an additional $ Although I have recovered the majority of my funds, I still feel that what SiteGround did was not a good practice I'm not even sure how it is legal to make a one time purchase and then use someone's credit card information more than months later? Anyway, that is the update I'm glad I got the most of my money back, but disappointed [redacted]
Hi ***,We have reviewed the case in details and we would like to add some clarifications on this issue.Our records confirmed that in May you have reported a fraudulent transaction with your credit cardWe followed up with you and offered as a quick solution the option for you to reverse the chargeback and get a refund from us without going through the long chargeback procedureAs you chose to continue with the chargeback, we had no other option but wait until the completion of the procedure by the banks and credit card institutions.You have contacted us on several occasions in the meantime to ask about the refund, yet during chargeback the funds related to the transaction are frozen until case gets settled and we could not proceed to issue a refund.Once we got a confirmation that the chargeback was completed, we have issued a refund for both transactions made with your credit card in the amount of $152.Unfortunately, when you complained and we investigated, it turned out the refund was issued only in paper, but the funds were not technically transferred back to your card due to a system setting in our bank accountThat caused an unnecessary delay in the whole processing and closing of the case, for which we would like to apologize!I can now confirm that we have successfully issued your refunds on October One of my colleagues from the customer service team will email you the ARNs codes so you can trace the status of the fundsIt may take a few days until they enter your bank account.Regards,Marina Y [redacted] SiteGround
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]
We have reviewed the customer's replyUnfortunately it does not provide new information but repeats the initially expressed concerns, that we have already addressed in detail.As stated in a previous reply - we have already provided refund for the remaining unused time as an exception from our policy
Hello [redacted] ,Your account was renewed because we did not receive a confirmation for your cancellation requestOur records show that on October 5th you have discussed the cancellation process with our team via our HelpDesk - they have provided you with step by step instructions on how to cancel your accountPlease note that this can be done from your Customer area and not via ticketFrom the billing section you are able to select the date for closing the account, if you want to keep your domain name or not, and how the refund should be handledOur HelpDesk on the other hand is used for technical support requests.We cannot close an account without explicit confirmation, since it can lead to website downtime and loss of business for the customer by mistakeThus the additional step for confirmation is required.Preventing website downtime due to expiration is also the reason why we renew the accounts of our customers automaticallyPlease note that we have our renewal policy explained in detail in the TOS, and in addition to that we send out several reminders per email before the actual billing dateSince the account was not closed at the expiration date, it was auto-renewed.We can see that on November 11th, our Support representative explained our renewal policy and again pointed out how to cancel the account in order to receive a refundThere is no further response from you in the ticket, so he could not forward your request to our BillingDuring your latest communication with our team in December via chat, you had already filed a chargeback request to your bank, which prevented us from issuing a refundWhile the bank decides about the validity of the transaction, the amount in question is frozen.We will check again with the bank what is the status of the charge back and if there is no decision yet, we will let them know that we won't dispute the charge backRefund for the initial payment has been issued yesterday and the money should appear in your bank statement in 7-business daysRegards!
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because the vendor needs to clarify the following sentence in their response: " Our agent on the phone explained that you are eligible for a refund and we understand you no longer need the hosting account.As you have not replied to our emails the case is now going to be processed by the bank institutionsThis was never explained to meWhat does it mean that they are going to be "processed by the bank institutions?" Please clarifyThank you Regards, [redacted]
Hello [redacted] ,Indeed our accounts are renewed automatically, but this is only in order to prevent downtime for the website of the customer due to credit card or bank issuesWe state this explicitly in our terms of serviceWhat is more, before we charge a credit card, we always send out at least reminders about account renewal to make sure that the customer is aware of the renewal and is able to cancel their accounts if they are no longer neededSince we did not receive a cancellation request from you, the account was renewedAs far as the price is concerned - the price you paid initially was a promo price, only valid for the first billing periodThis way new customers have the chance to test our services with a small initial investmentAfter the first billing term is over, our regular prices apply.Please note that we are always ready to work together with our customers to resolve any billing dispute that might occurUnfortunately you haven't contacted us after the renewal, but first months later when a refund is no longer possibleAs we see from our records in a chat with our Customer Care from June 18th, you agreed to have the remaining time added to another account you have with usAs discussed, the expiration date of your second account has been already extended with the prepaid amount from the now cancelled account [redacted] com
Fantastically quick, polite and professional support!!!
All my experience with Siteground has been always been just fine! All positive and no complaints from mePrices are reasonable too!!!
Hello,As we see, you have an open ticket about this refund in the SiteGround HelpDeskOur Billing department is currently in the process of issuing the refund and as discussed with you your website will remain active until 31st of OctoberWe are sorry that the purchased hosting plan was not suitable for your site, but unfortunately on a shared server there are resource consumption limits in place, which have the goal to assure fair allocation of resources for all users, and cannot be changed per customerWe wish you all the best for your online projectsRegards,Marina Y [redacted] www.SiteGround.com
Hello [redacted] ,We have received your response and we would like to address your pointsPlease see below the clarifications you have requested:On January 5, we have received a phone call from a bank agent who wanted to get information about a charge of $from SiteGround on your credit cardTo check the details about the transaction our phone operator asked for the domain name of the hosting account, which you have provided upon the request of the bank agentIn that phone conversation our representative verified that you have successfully cancelled and got a refund for a security scanning service, and the amount of $was a payment for your hosting renewalHe explained that you can cancel the service via your client area by going to the billing section —> cancel services and get a refund for the money back to your credit cardYou submitted a chargeback for the hosting account renewal payment through your bank, which we received on January 7, Our team has attempted to seek your cooperation to settle this matter directly with you by sending several emails, but we did not receive a response from youNow we are not able to assist you further on the refund and cancellation, and the dispute for the transaction will be handled by the bank institutions involved, your credit card company and our payment provider systemThis means the amount you paid is blocked until the banks complete the resolution process.We are available to answer any other questions you may have regarding this matter.Regards,SiteGround Team
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 They were prompt and helpful in their response I plan on continuing to do business with them I'd like to thank the Revdex.com as well for helping resolve this issue Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I did not ask for account credit, I asked for a refund Your company no longer has my trust or loyalty You still have not unlocked my account, and I will have no further negotiations until my account is unlocked.Regards, [redacted]
Siteground staff are so friendly and helpfulI had an issue with my billing that I wasn't sure could be resolved, but a Siteground CSR stayed on a chat with me for an hour until everything was fixedI would recommend this web hosting service to everyone
Disagree Siteground had cause a time lost for customerFrom the period customer has been contacting to Siteground support team then to escalate to contact Revdex.com, that time to contact for assistance, and waiting for resolution, to correct the problem, Siteground has caused time lost for customer, approximately days Therefor customer demand days of compensation of extra extension time[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
Hello [redacted] , We are sorry that you felt the answers of our support team were condescending and obnoxiousIt certainly wasn't their intention to appear that way - they have simply tried to assist you with detailed information and resolve the reported issues as per your request From your ticketing history I see that the repeated downtime issue in your account was caused by a vulnerable softwareThis software was changing the file permissions for your websites and the downtime issue was reappearing for as long as the malicious code was presentIn regard to the cleanup of malicious code - please note that this service goes beyond the scope of our regular web hosting services - it is performed by highly-qualified security experts and is thus a paid service charged separately from the hosting product you have already paid forNevertheless, according to our records our support team has helped in the best way possible to identify the software in question and resolve the issue at no additional cost In regard to the refund that you have requested - as I see you have prepaid manually for months of hostingOn May 11th the first month you have paid and effectively used will be over, so we could close your account on that date and refund the amount of $for the remaining months to your credit cardOur Billing department has already initiated the refund process, the amount should appear on your bank statement in the next 7-business daysIn the meantime please make sure to backup your websites before we close your accountOur Support team will assist you with the backup creation
The case of [redacted] was handled by several supervisor during the last months, and also reviewed by our CTO personally to ensure that we have assisted the customer in the best way possibleOur research confirms that the experienced downtime, for which the customer demands a refund, was not caused by SiteGround, but by website issues not related to our hosting servicesAll support tickets were always processed and resolved timely, with exception of the actual account size issue that emerged in February 2016, and for which our team provided all the information neccessary for resolving it, but the actual resolution was in the hands of the customer.As our team informed *** [redacted] already in a ticket from September 2015, the data base (GB in size) of the website was too big for the selected Cloud plan; in addition to that, the website had plugins installed and not well written code, which also affected negatively the performance of the site.The developer of *** [redacted] personally acknowledges this as quoted in a ticket: "a professional web developer who has gone through and fixed coding errors and optimized my site and is in the process of working to just rebuild my site completely to give it a "fresh" start(...) my site had a horribly corrupt database, which is now fixed (...) I do not know technical terms, but ultimately it was determined that my site just is too large for the server I am on with you guys."Since the customer's website was using more resources than the ones allocated to the used plan, our team provided information about the possible solutions, which indeed included an upgrade to a higher plan with more resources or seeking the help of a professional web developer, not offered by us as a service.Since no measures were taken about the website size issue, in February the site exceeded the available resources and this resulted in data base errors and website issues such as blank screensOur team has tried to resolve this by decreasing the size of the data base and by applying further measuresUnfortunately all of this was insufficient considering the limited resources on the current hosting plan and the desire of the customer to keep all available data.As the customer declined the option for upgrade and demanded a backup, we have cooperated and provided as an exception a usually paid service for free in order to facilitate the access to backup copy of the databaseThe full database for the site has been sent to the customer multiple times after checks and verification, that it contains all files and no errors for accessing the dataOur Support team from all levels including top-level supervisors were actively involved for several days in troubleshooting and resolving the case to the client's satisfaction.In regard to the backup request of the customer:We certainly did not disable the backup functionality - the reason why *** [redacted] was not able to get a backup is that it was large in size and the server did not have enough free disk space to hold the backup restore dataIn regards to the accusation that our team did not want to cooperate and communicate over the phone - please note, that our advanced technical support, as the one required in this case, is available only through our HelpDeskIn order to re-create the issue described and provide solutions, our team needs detailed information in writing, which is best provided though our ticketing, and not through the phone, where often information cannot be validated in real time, emotions come to play, and all this can lead easily to misunderstandings.Also, please note, that our supervisors are not available 24/7, but only during regular office hoursStill, all of *** [redacted] requests were handled on time, and only non-technical requests (e.gbilling) or requests to reconsider our position were handled slower, since they required internal discussion with several team members from different departments.In regards to the accusations that we have lied to the customer about our refund policy:According to our records, the day money back guarantee was not discussed during the initial callWhat was discussed, was the fact that the website had optimization issues already with the previous web host, and that our company does not offer web developer servicesWhat is more, refund is usually available for new shared hosting accounts only, and not for Cloud, nor for renewal paymentsSince the Cloud account was purchased already in and renewed times since then, a refund as per our day money back guarantee coundn't have been issued.A cancellation fee, as the one described by the customer, is only required if the user cancels too late - not during the mentioned period in the terms, or if the user took advantage of special promotions (free domain for example) or non-refundable upgrades (which are 3rd party products that we prepay to the vendor in advance).Still, when in September the customer informed us about the decision to move to a new web host and inquired about the refund policy, since there were whole months until the expiration date, our Billing department agreed to provide a refund of $upon cancellation for the remaining unused time, although we had no obligation to do thatThe customer's response at that time was that they will contact us additionally once ready to cancel The ticket was reopened by the user only in March - months later As per the initial arrangement, we provided refund for the remaining time - only months at that point.During the entire time *** [redacted] was our customer, our representatives have assisted her with much more than what's actually included in our hosting service scope, and provided multiple services for free, although they were time consuming and complex, and required involvement of web administratorsSince the issue was not caused by our support specialist neither by our server setup, we cannot provide the refund requested
Hello, we are very sorry to hear that you are not happy with our serviceWe would like to address the points you have raised: 1) Please note that on shared hosting plans resources of the server are shared among multiple users, that is why it is important for us to monitor the individual usage in each accountOnly this way we can ensure that all customers can take advantage of fair amount of the server resources and we can prevent abuse that can negatively affect the websites of the other usersEvery customer has access to a control panel from where to monitor accounts stats, processes and executions so that the customer can troubleshoot any problems on timePlease note that the shared service you have purchased does not include management of the customer's website processesOur team monitors the server status and health, and makes sure that a website in good standing can be hosted with usIf the website itself has issues related to its script, plugins, themes etc., the account owner or its developer are responsible for resolving themIn cases when the usage spikes appear suddenly, our team cannot inform the customer in advance, but has to react immediately to resolve the problemIn your case immediately after limiting your site, we have provided you with analysis of the IP address generating the extra resources usage, and worked with you to quickly remove the limits and put the website back online2) When we identified the IP causing the most usage we have tried to block it in firewall, however you have enabled CloudFlare on your account so our approach to block it on our servers was not successfulIn your previous CPU limit tickets via the help desk system we also suggested some techniques to lower your executions and guided you to our tutorials about them3) The server section of our full features list page provides specific details on the CPU executions limit for each plan, so we have that available on our websiteThe mechanism for handling resource abuse is described in our terms of service that each user agrees to at sign upPlease note that since the downtime of your website is not caused by an error on our servers or by our team, but was the result of your usage exceeding in times the average usage per customer on the same server, we cannot provide you with compensationIn case you wish to cancel your service with us, please initiate a cancellation from your account, and our Billing department will check if you are eligible for a refund for the remaining unused months
We are sorry you do not feel treated fairlyWe would like to fix that and also offer some additional explanationsYou have expected to receive year free upgrade to [redacted] for the account [redacted] Please consider that both of your websites were close to expiration (they both had less than a month until expiration), and thus a renewal payment would have been inevitable even if you took advantage of the free upgradeAs our promo terms state, GrowBig accounts as the one you wished to upgrade, as part of the promo will be renewed for months at the prices of the current plan and after that we will upgrade the account to a higher plan for freeThe mentioned year free upgrade was available only for StartUp plans upgraded to GrowBig as clearly stated in the promo email.Regardless of all that, you were clearly notified that you cannot take advantage of the promotion as it had already expired when you came to our live chat asking about it You have expected to receive free transfer of website [redacted] .com to the account [redacted] instead of free upgrade as part of the free upgrade promo.We will transfer the content of [redacted] com to the account [redacted] for freeWe have initiated the restore of the backup and transfer for youPlease check your tickets to follow the status of the transfer
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:From: [redacted] < [redacted] >Date: Thu, Sep 18, at 5:PMSubject: complaint # [redacted] .To: "[email protected]" Update on my complaint # [redacted] against SiteGround.com Inc Business ID [redacted] Without notification from SiteGround, on 9/10/I received a partial credit of $ Then on 9/15/I received another partial credit of $ Those total $ The amount of the original transaction they took from my bank without my knowledge or verification on 9/3/ But there was also a second transaction for $(also on 9/3/14) that they insist is from my bank My bank told me no, they did not charge me that SiteGround charged me that fee because the funds went to London/International I cancelled my [redacted] so that this would not happen again whenever they chose That cost me an additional $ Although I have recovered the majority of my funds, I still feel that what SiteGround did was not a good practice I'm not even sure how it is legal to make a one time purchase and then use someone's credit card information more than months later? Anyway, that is the update I'm glad I got the most of my money back, but disappointed [redacted]
Hi ***,We have reviewed the case in details and we would like to add some clarifications on this issue.Our records confirmed that in May you have reported a fraudulent transaction with your credit cardWe followed up with you and offered as a quick solution the option for you to reverse the chargeback and get a refund from us without going through the long chargeback procedureAs you chose to continue with the chargeback, we had no other option but wait until the completion of the procedure by the banks and credit card institutions.You have contacted us on several occasions in the meantime to ask about the refund, yet during chargeback the funds related to the transaction are frozen until case gets settled and we could not proceed to issue a refund.Once we got a confirmation that the chargeback was completed, we have issued a refund for both transactions made with your credit card in the amount of $152.Unfortunately, when you complained and we investigated, it turned out the refund was issued only in paper, but the funds were not technically transferred back to your card due to a system setting in our bank accountThat caused an unnecessary delay in the whole processing and closing of the case, for which we would like to apologize!I can now confirm that we have successfully issued your refunds on October One of my colleagues from the customer service team will email you the ARNs codes so you can trace the status of the fundsIt may take a few days until they enter your bank account.Regards,Marina Y [redacted] SiteGround
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]