Good Afternoon,
Thanks for the chance to investigate these concerns.
We are sorry to hear Mr. [redacted] had such a troubling time getting started with our services and have taken time to go over the account in more detail. From review of the situation we see...
that while we were working on providing clarification of the charges on the account, Mr. [redacted] had a [redacted] subscription setup which was automatically sending funds towards the account. This was certainly confusing the communication between our parties as these payments were not applying to the account since there was not an invoice for them to apply against as we had already canceled the services. To provide more detail, these subscriptions must be managed by the customer and cannot be created by our staff, however at this time we have refunded all payments made towards the account and have canceled all services.
If any payments are not showing as refunded, we ask the Mr. [redacted] please provide the [redacted] transaction IDs and we'll be glad to take another look for any payments that did not properly refund.
Hello,We were sorry to hear about Mr. [redacted]'s concerns.Mr. [redacted] had registered three domains for four years each and the promotional price had not been applied to the invoice. This was resolved in the billing ticket that had been submitted for Mr. [redacted] and a refund for the...
difference had been processed back to Mr. [redacted].At this time we have followed up with Mr. [redacted] through e-mail communication and would ask that if Mr. [redacted] has any additional concerns or questions in regards to his billing to please reply back and our management team will be happy to offer assistance.
Good Evening,We were very sorry to see this issue was so upsetting for [redacted] however we must point out that while signing up for accounts, our checkout page includes the following information above the checkout button :...
====================================================Domain is free for the life of your plan. Introductory prices apply to the first term. Money-back guarantee applies to hosting and domain privacy only. All plans and products automatically renew for the same term length at regular rates, which will be available in your control panel. Unless you request a change or cancellation, the payment method provided today will be used for renewals.By clicking "Complete", you agree to our Terms of Use , Cancellation & Privacy policies.====================================================Additionally, this information is included with our terms of service which can be confirmed at the following URL : https://www.ehost.com/terms====================================================1...⇄ Billing and Payment Information2. Autorenewal.Unless otherwise provided, you agree that until and unless you notify eHost of your desire to cancel the Services, you will be billed on an automatically recurring basis to prevent any disruption to your Services, using your credit card or other billing information on file with us.====================================================We've since had a chance to attempt to follow up with [redacted] to go over these agreements but unfortunately have not heard back yet. If we can be of any further assistance with this matter we ask that he please responds back to the recent communication from our management and we will be more than happy to help in any way we can.
Greetings,We were sorry to hear about the trouble with our [redacted] however we must point out that [redacted] is a bit outdated now (no longer supported by it's creators since August, 2014) and is no longer recommended for security reasons. We apologize if any of our...
agents stated this would be available and we will be reviewing all interactions and following up with our agents appropriately.In regards to the frustration on the cancellation process, we would have to disagree that this is unusual for a hosting company. The reasoning behind the documented cancellation request is due to the fact that hosting companies hold a level of responsibility for customer's data and therefore their businesses. As such, we need very clear written evidence of a request to cancel as this does show evidence we were authorized to delete all files.Finally onto the concerns with the domain name, we offer a free domain name for the life of the hosting package. If a customer decides to cancel the hosting package, there is a charge to keep the domain. If this were not the case, customers could simply purchase a hosting package and cancel it in order to receive a free domain name. As one might imagine, a company would not be likely to stay in business very long if they were giving away domain registrations free of charge which are usually a 10-15$ cost per year. Additionally we must point out that we do state there will be a charge for the domain if the customer wishes to keep it. This may be confirmed at the bottom of http://ehost.com : *Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain.At this time we understand Ms. Wang no longer wished to keep the domain name so we have processed her cancellation request as well as a full refund back to the card used. We hope this fully resolves any concerns but if we can be of any further assistance, please let us know.
On Mon, Aug 22, 2016 at 6:10 PM, [redacted] wrote:
This was handled yesterday - updating the [redacted] with more detail.
On Mon, Aug 22, 2016 at 6:02 PM, [redacted] wrote:Hello All,
We received a contact from a Hostgator customer via [redacted] over the weekend regarding their site being down due to malware. Can we please have someone reach out to the customer and assist with their inquiry.
https://[redacted].endurance.com/browse/ERT-5520
Thanks!
[redacted]
--
Thanks,
Jonathan H[redacted]Customer Service SupervisorHostGator.com
--
Thanks,
Jonathan H[redacted]Customer Service SupervisorHostGator.com
Sent: Tuesday, November 10, 2015 2:10 PMTo: drteam <[email protected]>...
Subject: Case # [redacted] Good Afternoon, In regards to complaint [redacted], after further investigation we have determined that upon our attempt to provide a refund back to the [redacted] account used to purchase services, unfortunately Ms. [redacted] had already worked with [redacted] to de-activate the account. This caused serious delays as our billing system only allows for refunds to be processed back to the account used. We attempted to request that the account be re-activated but unfortunately this apparently was not an option. Then, once this complaint was brought to our attention, we attempted to send funds to a new [redacted] account directly from our [redacted] instead of through our billing system, however this transaction also failed and we have since heard back that neither account is allowed to commit transactions with eHost. As such, we have now worked with Ms. [redacted] to receive information on where to send a check for the full amount of $179.63. We've now had the check written and this is to be sent this week, however if there is anything else we can assist with on this complaint, please let us know. -- Thanks, Jonathan H[redacted] Customer Service Supervisor HostGator.com
Good Afternoon,
Thanks for the chance to investigate these concerns.
We are sorry to hear Mr. [redacted] had such a troubling time getting started with our services and have taken time to go over the account in more detail. From review of the situation we see...
that while we were working on providing clarification of the charges on the account, Mr. [redacted] had a [redacted] subscription setup which was automatically sending funds towards the account. This was certainly confusing the communication between our parties as these payments were not applying to the account since there was not an invoice for them to apply against as we had already canceled the services. To provide more detail, these subscriptions must be managed by the customer and cannot be created by our staff, however at this time we have refunded all payments made towards the account and have canceled all services.
If any payments are not showing as refunded, we ask the Mr. [redacted] please provide the [redacted] transaction IDs and we'll be glad to take another look for any payments that did not properly refund.
Hello,We were sorry to hear about Mr. [redacted]'s concerns.Mr. [redacted] had registered three domains for four years each and the promotional price had not been applied to the invoice. This was resolved in the billing ticket that had been submitted for Mr. [redacted] and a refund for the...
difference had been processed back to Mr. [redacted].At this time we have followed up with Mr. [redacted] through e-mail communication and would ask that if Mr. [redacted] has any additional concerns or questions in regards to his billing to please reply back and our management team will be happy to offer assistance.
Good Evening,We were very sorry to see this issue was so upsetting for [redacted] however we must point out that while signing up for accounts, our checkout page includes the following information above the checkout button :...
====================================================Domain is free for the life of your plan. Introductory prices apply to the first term. Money-back guarantee applies to hosting and domain privacy only. All plans and products automatically renew for the same term length at regular rates, which will be available in your control panel. Unless you request a change or cancellation, the payment method provided today will be used for renewals.By clicking "Complete", you agree to our Terms of Use , Cancellation & Privacy policies.====================================================Additionally, this information is included with our terms of service which can be confirmed at the following URL : https://www.ehost.com/terms====================================================1...⇄ Billing and Payment Information2. Autorenewal.Unless otherwise provided, you agree that until and unless you notify eHost of your desire to cancel the Services, you will be billed on an automatically recurring basis to prevent any disruption to your Services, using your credit card or other billing information on file with us.====================================================We've since had a chance to attempt to follow up with [redacted] to go over these agreements but unfortunately have not heard back yet. If we can be of any further assistance with this matter we ask that he please responds back to the recent communication from our management and we will be more than happy to help in any way we can.
Greetings,We were sorry to hear about the trouble with our [redacted] however we must point out that [redacted] is a bit outdated now (no longer supported by it's creators since August, 2014) and is no longer recommended for security reasons. We apologize if any of our...
agents stated this would be available and we will be reviewing all interactions and following up with our agents appropriately.In regards to the frustration on the cancellation process, we would have to disagree that this is unusual for a hosting company. The reasoning behind the documented cancellation request is due to the fact that hosting companies hold a level of responsibility for customer's data and therefore their businesses. As such, we need very clear written evidence of a request to cancel as this does show evidence we were authorized to delete all files.Finally onto the concerns with the domain name, we offer a free domain name for the life of the hosting package. If a customer decides to cancel the hosting package, there is a charge to keep the domain. If this were not the case, customers could simply purchase a hosting package and cancel it in order to receive a free domain name. As one might imagine, a company would not be likely to stay in business very long if they were giving away domain registrations free of charge which are usually a 10-15$ cost per year. Additionally we must point out that we do state there will be a charge for the domain if the customer wishes to keep it. This may be confirmed at the bottom of http://ehost.com : *Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain.At this time we understand Ms. Wang no longer wished to keep the domain name so we have processed her cancellation request as well as a full refund back to the card used. We hope this fully resolves any concerns but if we can be of any further assistance, please let us know.
On Mon, Aug 22, 2016 at 6:10 PM, [redacted] wrote:
This was handled yesterday - updating the [redacted] with more detail.
On Mon, Aug 22, 2016 at 6:02 PM, [redacted] wrote:Hello All,
We received a contact from a Hostgator customer via [redacted] over the weekend regarding their site being down due to malware. Can we please have someone reach out to the customer and assist with their inquiry.
https://[redacted].endurance.com/browse/ERT-5520
Thanks!
[redacted]
--
Thanks,
Jonathan H[redacted]Customer Service SupervisorHostGator.com
--
Thanks,
Jonathan H[redacted]Customer Service SupervisorHostGator.com
Sent: Tuesday, November 10, 2015 2:10 PMTo: drteam <[email protected]>...
Subject: Case # [redacted] Good Afternoon, In regards to complaint [redacted], after further investigation we have determined that upon our attempt to provide a refund back to the [redacted] account used to purchase services, unfortunately Ms. [redacted] had already worked with [redacted] to de-activate the account. This caused serious delays as our billing system only allows for refunds to be processed back to the account used. We attempted to request that the account be re-activated but unfortunately this apparently was not an option. Then, once this complaint was brought to our attention, we attempted to send funds to a new [redacted] account directly from our [redacted] instead of through our billing system, however this transaction also failed and we have since heard back that neither account is allowed to commit transactions with eHost. As such, we have now worked with Ms. [redacted] to receive information on where to send a check for the full amount of $179.63. We've now had the check written and this is to be sent this week, however if there is anything else we can assist with on this complaint, please let us know. -- Thanks, Jonathan H[redacted] Customer Service Supervisor HostGator.com