Suncatchers

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards,

advertising, very bad hosting service awful customer service

Hello,We were sorry to hear about [redacted] concern with how to switch hosting packages In order to change hosting packages, a cancellation request would be submitted for the package that is to be closed and the new package would be purchased through the current account This would only cancel the hosting package and would not cancel the full hosting account The other products associated with the account would remain with the account such as domains that have been purchased unless there was a request to cancel those services as well The hosting package also includes a free domain and the Funds associated with the domain would also be credited back to the account with the purchase of the new packageAt this time we have contacted [redacted] and offered assistance with signing up for the new package and have not received any follow up questions If any should arise that we can assist with we ask that [redacted] please respond back to the recent email communication and we will be happy to offer assistance

I had a very positive experience at first, however weeks ago my mobile site crashed and kept erroringI have called multiple times a week to get this resolved and have spoken to countless people in India and I kept hearing...all is fine on our endTonight I finally got to speak to a "manager" and was told it is an error on their side, they have no time frame for correction, and that no manager above this one would be made available to meI have lost nearly $1,in revenue due to this errorI will be disputing the charge with my bank and asking for a refund due to failure to meet the terms we agreed to and I would not recommend this company

Good Afternoon, We were sorry to hear that a domain was purchased without authorization however after further investigation, have found that the domain was purchased directly within the billing accountWhen a purchase is made from within the billing account, no notices will be generated for authorization as these purchases are considered secureAlthough it was not entirely clear that this account was being reported as hacked from the early communication, we have since worked with MsS [redacted] and see that a full refund was provided for the domain registration as well as for the domain privacy feesTypically we see that these refunds take a few days to process but if there have been any issues with the refunds, please let us know and we'll be more than happy to take another lookAs a side note, if it has not been done already, we would recommend updating the passwords for all e-mail accounts, billing systems, etcIf any assistance is needed with this, please do not hesitate to ask

Good Afternoon, We understand this matter has not gone as smoothly as either Ms [redacted] or our staff expected, however we did previously request information on where or how an invoice from [redacted] was sent but did not receive any details to confirm that reportRegardless, at this time we have canceled the initial refund check, and have drafted a new check, and this time have had this sent via certified mail in order to ensure the progress can be tracked We have followed up directly with Ms [redacted] to privately provide the tracking number and have confirmed that the check should be delivered tomorrowIf there is any further trouble with this refund, we ask that Ms [redacted] please reply back to our recent update and we'll be glad to check the status with her

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Monday, January 25, 11:AMSubject: Re: Complaint Id # [redacted] As I said before, the complaint was not resolvedI'm no longer doing paperwork for thisKaren [redacted] B [redacted] , L.C.S.W Regards,

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 planIntroductory prices apply to the first termMoney-back guarantee applies to hosting and domain privacy onlyAll plans and products automatically renew for the same term length at regular rates, which will be available in your control panelUnless 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====================================================B...⇄ and Payment InformationAutorenewal.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 yetIf 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

Good Afternoon, To begin we'd like to offer our apologies for the trouble getting started with usAlthough we have not yet heard of any bugs in our system that would change the price like this during the checkout process, we will be keeping an eye out for any similar reports as we of course want our customers receiving the service they intended We are also very aware of the need for more staff answering the phones and have just moved two new training classes to our phones to help eliminate such long waitsAlthough we are beginning to see progress, these efforts will continue until waits are dropped much lower and sustained over timeAs of about a week ago, we did follow up with [redacted] and went ahead and extended the billing cycle to the years she had intended to purchase with no difference in priceWe have received her confirmation that this resolved the concerns for her but we if we can be of any further assistance, we ask that [redacted] please reply back to the most recent ticket as this will remain assigned to our customer service management team Our apologies once more for the trouble getting started and thanks for the chance to look into the report on the checkout concerns

Good Afternoon,We were sorry to hear about the frustrating experience however after review of the matter, it appears there was a major oversight that we must touch onWhen Mr [redacted] purchased his account with us, he requested the domain name " [redacted] " which we did indeed registerHowever after this registration, Mr [redacted] was under the impression that we did not register a domain name for him as he was trying to use the domain name " [redacted] ." This is a subtle difference however the last two letters of the domain are switchedThis explains why Mr [redacted] was able to purchase the 2nd domain name from [redacted] however we have provided the domain registration that was originally requestedIn regards to the concerns on trouble locating his account, we have reviewed the recent support interactions and found that we continued to be provided with the domain name registered with [redacted] rather than the domain name registered through usAdditionally, we were being provided an e-mail address that was not associated with the accountAs such, it did take further questioning to find the account in question on each of his conversationsFinally onto the concern that eHost has somehow left his account in a compromised state, we must reject this claimThe reasoning is a bit technical, however the reason the files were publicly available for viewing was not due to the way we have our servers configured or due to any modification made by our staffAt this time we have reached out to Mr [redacted] to offer either escalated assistance to fully resolve any concerns he has on how to configure his site as he wishes, or if he would prefer, we have offered a full refund of the payments made towards the account

Greetings,Unfortunately it seems there may have been some confusion as these domain names were never paid for until recentlyWe provide domains free of charge with our hosting packages for the life of the hosting packageOnce a customer decides to cancel the hosting package, a charge will be incurred for the cost of the domain registrations This information is stated upfront on our home page : *Prices valid for initial term only and automatically renew at the regular rateIf you register a free domain with us and choose to cancel your account, you will be charged a $domain fee if you'd like to keep your domain At this time we have discussed the issue further with Mr [redacted] and now that payment has been received, the domains have been made active and available for transfer to a domain registrar of his choosing.We hope this helps to resolve the complaint but if we can be of any further assistance, please let us know and we'll be glad to discuss the matter further

Good Afternoon,We'd like to start by apologizing for the trouble getting started with our servicesWe of course always want to see our new customers getting started without any trouble, however we have found that an error in automation caused the initial payment not to correctly apply to the account, meaning the related hosting package was not authorized to createWe have previously escalated this bug with our developers to ensure this does not continue to effect new signups.We received report of this error on December the 27th and while we do hope to have all tickets replied to as soon as possible, as we had many staff members out for the holidays, regrettably our response times have been delayed as we're working to get back on top of all inquiriesUnfortunately cancellation of the account was requested a few days later meaning we did not have a chance to correct the issue before the refund had been requestedWhile we do understand MsWilliams never received her hosting package, we must reject the unfounded theory that we are in any way a scam as we have provided hosting services to thousands of customers without the same issue MsWilliams experiencedAt this time we have located the initial payment of $for hosting services which has now been canceled and we've also removed the credit card on fileWe have also located a charge of $which would have been for domain privacy which was added when the free domain on the account was attempted to be setupAs this service was not correctly added due to the issues with setting up the service, unfortunately our agents did have issues locating this payment as it did not post to our billing systemTo locate this payment we did contact our payment processor who confirmed the refund had been initiated on the 13th of January.If purchase or charge of this service was in error, we offer our apologies and have confirmed that the charge of $was voided (refunded) on January 13thThat said, refunds can take anywhere from a few days up to a few weeks depending on the bank or financial institution and unfortunately there is not an option to push through the refund immediately as it must be processed by the receiving and sending banks.Again we offer our apologies for the trouble getting started and if we can be of any further assistance please let us know

Good Afternoon, Thanks for the chance to investigate these concernsWe 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 detailFrom 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 accountThis 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 servicesTo 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

Sent: Monday, January 25, 1:PMSubject: Complaint # [redacted] Greetings, After this complaint had been marked closed, it seems MrsB [redacted] has replied stating that she has rejected the response but has declined to state much more than that : "As I said before, the complaint was not resolvedI'm no longer doing paperwork for this." At this time we have refunded all hosting services even 3rd party services that are considered non-refundable, however we did retain $for a domain registration as Mrs [redacted] has chosen to keep the domainThis information is available at the bottom of our home page : https://www.ehost.com/ *Prices valid for initial term only and automatically renew at the regular rateIf you register a free domain with us and choose to cancel your account, you will be charged a $domain fee if you'd like to keep your domain As the rejection seems to be an argument with our expressed agreement, we'd like to ask that this complaint be closed -- Thanks, Jonathan H [redacted] Customer Service Supervisor HostGator.com

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 reasonsWe 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 companyThe 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 businessesAs 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 packageIf a customer decides to cancel the hosting package, there is a charge to keep the domainIf this were not the case, customers could simply purchase a hosting package and cancel it in order to receive a free domain nameAs 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 yearAdditionally we must point out that we do state there will be a charge for the domain if the customer wishes to keep itThis may be confirmed at the bottom of http://ehost.com : *Prices valid for initial term only and automatically renew at the regular rateIf you register a free domain with us and choose to cancel your account, you will be charged a $domain fee if you'd like to keep your domain.At this time we understand MsWang 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 usedWe hope this fully resolves any concerns but if we can be of any further assistance, please let us knowOn Mon, Aug 22, at 6:PM, [redacted] [redacted] wrote: This was handled yesterday - updating the [redacted] with more detail On Mon, Aug 22, at 6:PM, [redacted] [redacted] wrote:Hello All, We received a contact from a Hostgator customer via [redacted] over the weekend regarding their site being down due to malwareCan we please have someone reach out to the customer and assist with their inquiry https://***.endurance.com/browse/ERT- Thanks! [redacted] -- Thanks, Jonathan H***Customer Service SupervisorHostGator.com -- Thanks, Jonathan H***Customer Service SupervisorHostGator.com

I registered for their SiteBuilder serviceI liked it, but I wanted to switch to cPanel serviceI contacted them, and they told me I need to create a new accountOnce I do that, they would cancel and refund the original accountI didn't like thatI said I would rather get a refund and re-register for the difference accountThey said then, they would exclude $domain registration fee from the refundI was already angry at the pointThe website says 45-day money back guarantee and "If you register a free domain with us and choose to cancel your account, you will be charged a $domain fee if you'd like to keep your domain.? " I said I won't keep the domain, so give me the full refundThey said no, because domain is already registeredI could see that stated in their terms, but the main page is worded in a way that can be deceivingSo, I had no choice but to do as they saidFine, I didn't read the terms carefullyI registered for the new accountThey told me to register new account with NEW DOMAIN, because they couldn't unlink the original domainThey said, once I register, they would remove the new domain, put my original domain to the new account, and give the full refund on the old accountAfter a few days, I received an email saying that they are giving the refund excluding $registration feeWait, I did everything you told me to do to get that $I contacted them againThey registered the NEW DOMAIN, so they won't refund the registration feeNow I am stuck with two domainsThis NEW DOMAIN is [redacted] You see it? I just typed in whatever, because they said they are NOT going to register it,but cancel itThey didn't keep up what they told me, and charge me money for thatI would never recommend ehost.com to anybody

They stole my money, $117.11, and are refusing to return itThere is no contact!

Hello,We were sorry to hear about Mr***'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***.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 Afternoon,We're sorry to hear there has been a frustrating time managing the billing side of this account and we've taken time to review the contacts in question for a better understanding of the concerns raisedWe've since attempted to reach Ms [redacted] over the phone to go over this situation but unfortunately reached voicemail so we've also followed up via e-mail to go over the matter.To begin, in regards to the claim that there was any advertising involved, this is not the caseOur checkout page will provide a break down of how much our packages are per-month, however in order to receive the largest discounts available, customers must pay for longer billing cycles up-frontBefore finalizing a purchase, our customers are shown the full price of the package as well as what the package would break down to monthlyThere is no information on our checkout page that indicates customers will be charged monthly unless a month billing cycle is selectedAlso, the full price is displayed in the shopping cart for review before the order is completed.Once Ms [redacted] noticed that she was charged the full cost of the billing cycle upfront, she then contacted our supportAt that time there was a request to move from a yearly billing cycle to a monthly billing cycleOur webpage indicates that we provide a discount for the first billing cycle on an account, so this means that if a month billing cycle is selected, the discounted rate is only available for the first monthAs such, we refunded the original payment except for month of service at the discounted rateOnce the service renewed the next month, the full cost of the package was chargedThis disclaimer can be found at http://ehost.com and a similar disclaimer is also available on the checkout page before the order is completed : *Prices valid for initial term only and automatically renew at the regular rateIf you register a free domain with us and choose to cancel your account, you will be charged a $domain fee if you'd like to keep your domain.? At this time we have processed the cancellation of the account as requested and previously followed up with Ms [redacted] to ask whether or not she intended to keep her domainAlthough we have not heard back, and the account is outside of our day money back guarantee, at this time we have provided a full refund of all payments madeIf Ms [redacted] intended to keep the domain, we ask that she please follow up with our e-mail contacts with our management for any assistance needed