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The Endurance International Group, Inc.

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Reviews The Endurance International Group, Inc.

The Endurance International Group, Inc. Reviews (23)

Our Corporate Support Team has been in contact with this customer to furtheraddress their concernsThe email this customer had provided within their Revdex.com complaint was accurateUpon review of the account it appeared there is a filethat is causing a high increase in bandwidthWe must emphasize this
customer ishosting on a shared hosting environment, therefore spikes in bandwidth cancause issues with other clientsAs the hosting provider we need to maintainthe integrity of the server, and intervene when issues begin to negativelyimpact other customers.Through support ticket***, this customer had identified the root causeof the issue contributing it to suspicious external IP addresses makingconstant requests to a certain fileThe account has since been unsuspended,and all system resources have been restored back to the customer

We apologize this customer feels this way towards our service and support
It is never our intention to misrepresent our products and servicesFor clarification,
the information provided to this customer has been factual, we found no
misrepresentations of our product or service while addressing this customer’s
concernsFor further clarification, the “Schedular” tool this customer is speaking
of was never intended to be enabled for shared hosting customersThis tool is
meant for VPS based customers, however as we have stated in our previous
response to this complaint, this tool was enabled for this customer as a
gesture of good customer service to attempt to help this customer with the
performing and scheduling of their *** ***s
We should
also note that Ipower-inc does not plan on taking any corrective action towards
this customer’s account in light of performing a prohibited action on our
platformWe do however want to make clear, should this customer choose to
continue to attempt to use *** ***s on the shared platform, we simply can make
no guarantees that the *** ***s would work properlyWe have no intention to
enable SSH for this customer unless they upgrade to a VPS or dedicated
platform

Babble on about your so-called policies on deaf ears all you wantThe facts remain from previous statementNO INVOICE WAS GIVEN BEFORE PROCEEDING therefore this transaction is UNAUTHORIZED as this company feels they go ahead a charge whatever they want, when they want (read all the other complaints, it paints the story)All this nonsense is just wasting my timeMy business is closed for the day and my time has been wasted with these evasive actionsMy domain, ***, is in the works of being transfered to *** just a few hours agoSo I am waiting on release of the domain name to the new registrarI am no longer seeking a refund for the domain registration as this means there isn't anything this company can say or do is ever going to satisfy or settle this complaintMy only problem with this entire handling of this complaint is the dodge-em' game being played by themThe fact this company is allowed to get away with actions like this really has me rethinking about Corporate America's work of ethics being flushed down the toilet to supersede profit rather than them listening to the actual complaint itself which I had brought up many times in customer support and have gone ignored many times This company needs to put into place better practices then what they have been doing in the past to better their clients rather then doing what they feel and sticking it to themAt no point was I informed about additional charges nor that I would charged again for something which was INCLUDED in a QUALIFIED HOSTING PLANIt is as simple as thatMy number left on this complaint is a cell phone number, because I was contacted too early in the morning and was resting from a late night means I was too tired to answer my phone and return a phone call based on hours left in a Voice MailSorry, I keep bankers hours on the weekend on the east coast, so blow your initial contact remarks in your own ear palI am working to build a business and not waste my time drumming up unseen or unheard of policies
Regards, *** ***

Our Corporate Support Team has been in contact with this customer to address
their various concerns, along with providing clarification regarding this situation,
and are currently working with this customer to assist with the rebuilding of their
website using our new Website Builder Application
In a way of background, this customer had initially created their account on
1/6/2014, and had paid $for the hosting service, along with Site Backup
and Restore, an additional aproduct billed at $On 1/6/14, this
customer purchased a site move service billed $We provide this service for
customers who wish to have our team transfer a customer’s “pre-existing”
website files/content from their old web hosting service provider and move them
to our servers
In reviewing the customer’s account logs, along with phone calls this customer
had made into our support personnelIt does appear there was some customer
confusion as it related to the website file move, and the domain service
transferOn the initial call that had taken place on 1/6/2014, our support agent
explained the process involved with the Site Move/Professional ServiceThe
agent urged that the customer write down the information being provided as he
also did state that he would create a ticket as soon as the customer sends his credentials
which would allow us to log into the customer’s former hosting service provider
to retrieve the files for the moveUnfortunately we simply never received a follow
up from the customer after that point; therefore the site move never took
placeSince the site move was never initiated, when the customer went back to
cancel his account with the former host, the customer’s files were ultimately removed
from the former host’s servers
We have also reviewed the call that had taken place on 8/6/2014, and found
that our agent did exercise sympathy and ultimately handled the call professionally
while addressing this customer’s concernsIt was our determination that the customer
simply took offense from the agent for not providing him the answers he wanted
to hear
The calls/contacts from the customer to our support in between the two above
calls were in regards to email issues and the domains transferWe believe the customer
was under the impression that the "domain" transfer also entailed the
transfer of the website contentHe appeared to be upset that we did not check
his website whenever he contacted support for issues, and felt it is entirely
our responsibility for his lost contentThe customer simply failed to check
his own website during this entire duration and appeared to have contacted us only
after recently being informed by his client that his website was not
functioning
Ultimately we are simply unable to provide this customer with a “free”
website design build along with free hosting for the next yearHowever, we
have issued a full refund of the $Professional Service/Site Move issued on
8/13/Additionally, our Corporate Support Team has been in constant
communication with this customer to collaboratively assist with the rebuilding
of the customer’s website using our website builder

Our Corporate Support Team has engaged a communication with
this customer via email to further address their request. In a review of the account
logs and support ticket history, there appeared to have been a miscommunication
from our end with concern to this customer’s request to cancel their...

SEO/Marketing
services. Therefore we have approved a refund of $249.95 from 6/23 and a refund
of $249.95 from 7/23. Within our email we have asked this customer to verify
their mailing address so that we can cut and send a check as requested. Please
note that check requests may take up to 45 days for the customer to receive.
 
We apologize for any inconvenience or confusion caused.

Our account records indicate this customer has multiple accounts currently active
on our shared platform.  The “westpate”
account along with support ticket [redacted] has specific documentation pertaining
to this customer’s concerns. Before continuing with our response...

to this
complaint, on behalf of the Executive Team at Ipower-inc, we would like to
place emphasis on a few items. Firstly, [redacted]s on our shared platform are “prohibited”,
and we highly “discourage” customers from running [redacted]s on our shared
platform, as this can cause a disruption in service to other customers as well
as pose issues to our shared platform. Please understand that our shared
platform is “not” designed to run [redacted]s, and if a customer were to run a
[redacted] on the shared platform we can make no guarantees that it would
properly function.
According to support ticket [redacted], our support personnel on 8/31/2014,
had informed this customer that we do “not” allow [redacted]s on our shared
platform, and advised that if this customer did intend to run [redacted]s, they
would need to upgrade to a VPS, or Virtual Private Server, or a dedicated
server. This customer was also advised that we do “not” allow SSH access available
to customers on our shared platform. On behalf of the Executive Team at Ipower-inc,
these are “true” statements, and we stand by our support agent’s response to
this customer on 8/31/2014.
Although this customer may have previously been able to perform [redacted]s,
this is not something we would provide technical support for on the shared
platform. On September 1st, as a gesture of good customer service,
our team had tried to enable additional tools to allow this customer to perform
the tasks they were requesting. Unfortunately despite our best efforts to
accommodate this customer, they more than likely may continue to experience issues
now and in the future with their [redacted]s if they remain on the shared platform.
Once more, we highly encourage this customer to “invest” in a VPS or dedicated
platform if they do wish to perform [redacted]s, along with having SSH access.

We sincerely apologize this customer feels this way towards our recentattempt for an immediate reach out addressing their billing concern. Within ouremail dated Jul 19, 2014 11:43 AM EDT, we had included the direct phone numberof [redacted], to our Corporate Support team. This customer may contact us atany time via this number as our team will be glad to discuss this matter furtherduring the respective business hours. At the time of contact, our team hadreached a voicemail and therefore simply left a message providing our normalbusiness hours. If our team was able to connect with this customer via phone,we would most certainly have been able to address their concerns at that time. This customer may also provide a day and a time that would be convenient forour team to make a phone contact. Our respective domain pricing is in alignment with our Registrar partners, aswell as in accordance with ICANN regulations as we are an ICANN accreditedDomain Registration Service Provider. Unfortunately our domain pricing is non-negotiable,and should this customer transfer their domain service to an alterna5tiveRegistration Service Provider due to pricing, we would be glad to helpfacilitate this process. Unfortunately we will refer this customer to our initial position, we willbe glad to issue a refund of the $15.99 as they had requested for the recentdomain renewal; however we would take ownership of the domain at that point. Pleaseunderstand as per our Billing Agreement, our system will start to pre-charge servicerenewals approximately 15 days prior to the physical renewal. This is done tohelp identify any potential errors in billing so that we can make anappropriate contact to the customer, as well as prevent a stoppage in servicedue to potential billing errors that may occur.If it is not a customer’s intention to renew with our company, we would encouragethat a transfer to be initiated no later than 30 days prior to the servicerenewal. Unfortunately once a domain has been registered or renewed, thisprocess cannot be reversed which is why this particular service is generallynon refundable. This also should help explain why we would take ownership of adomain if a customer chooses to not pay for the respective renewal once thedomain has been renewed.  It should also be acknowledged that we are under no obligation to provideservice renewal reminders to customers with respect to their domain. We arehowever required by law required to post upcoming renewals no later than 24hours prior to the service renewal. On our system this is actually accommodatedthrough the BillingCentral interface of the customer’s control panel. It isultimately the responsibility of the customer to manage and maintain allaspects of their domain service renewals. If an issue should arise with respectto the domain renewal, our teams are here 24/7 to assist.

Our Corporate Support Team has been in contact with this customer via email
to address their email service concerns further. To address this issue, the Exchange
mailbox [redacted]@medicametrix.com has been removed from the account. This may
have been a case where either the domain rackspace.com or...

any IP address from
where this customer was receiving to mailboxes of medicametrix.com may have
been blacklisted causing this issue.
Our senior Technical Support Teams have looked at this customer’s situation
quite thoroughly and currently there are no blacklist entries added for account
in Spam Settings. Therefore this customer should now be able to receive emails
from the domain [redacted] .
There are a few other points we would like to make mention of to further
address the handling of this customer’s situation. Firstly, please understand
that each and every time a customer writes in or make a contact regarding a
support ticket that has already been escalated, the support ticket drops like a
rock to the bottom of our support queue, preventing us from providing a more
prompt response.
Secondly, please note that just because we may mark a support ticket as
"resolved", this does not necessarily mean that we consider a
customer’s issue truly resolved. As part of our performance and accountability
measures, our support agents are evaluated and scored on the timeliness of
support tickets, therefore we do require support tickets to be marked
closed/resolved if either 1. the issue has been resolved or 2. we are awaiting
a customer response. Please note that customers may re-open a support ticket at
any time through the support console of their control panel if necessary.
Lastly, we do ask that customers refrain from opening multiple support tickets
regarding the same issue, as this also hinders our ability to resolve the issue
at a much quicker rate.

Our records indicate this customer had established service with our company
on 7/12/2014, and paid $44.04 for a one year hosting service package. Account
services were canceled on 8/29/2014, and a prorated refund of $3.28 was issued
back to the customer’s credit card. As a gesture of good...

faith, we have now
processed the remaining refund of $40.76 back to the customer.
With regards to the initial issue this customer experienced, it appears they
were intending to utilize our shared platform for mass storage, along with the building
of a large website. In short, the customer had uploaded nearly 1048 GB of
content, which more than likely would have been the root cause to the customer’s
[redacted] related issue. Please understand our expected normal average for hosting
space on the shared platform is 24 GB or less. If a customer were to require
more than 24 GB of hosting space, we highly recommend a VPS, or Virtual Private
Server, or a dedicated server in this particular case. Ultimately the customer was
attempting to upload much more volume of content than what our shared platform
was built for; therefore it would appear that we were not the most appropriate
solution for this particular customer’s hosting needs.

Our Corporate Support Team has been in contact with Mr. [redacted] to address their concern. Essentially this situation came down to an account ownership dispute,where prior to 5/5/2014 Mr. [redacted] appeared to have access to the respectiveaccount and domains. On 5/5/2014 we were contacted by a [redacted],...

whom of which appeared to have verified authentication into the account, and had Mr.[redacted] removed as the listed account owner. Our earlier action to associate the "[redacted]" account with adifferent owner was made on the good faith reliance on representations from [redacted] that he had rightful access to the account. However, given that wehave now been apprised of a dispute, we have moved the account '[redacted]' sothat it was where it was prior to 5/5/2014 before we were advised of such dispute. The email address has been updated to Mr. [redacted] email,  and the password reset link has been sent toMr. [redacted]. As a web hosting company, we are not in a position to judge the relative merits of each party's position with regards to this dispute. However, should eithe rof the parties elect to seek a court order, please be advised that we would, of course, comply with a valid order issued by a court of competent jurisdiction,directing us to take action with regard to the account in question. Please beadvised that, pursuant to our Terms of Service (which can be found at [redacted],we are not liable for any account disputes that may arise between various partiesholding account login information. Furthermore, Netfirms is not responsible for resolving any domain disputes (see Domain Name Registrations and Renewals). These issues must be resolved by theparties involved, according to the legal bounds of [redacted], the domain name governing body. Netfirms will not act as an arbitrator, but will honor any[redacted] decisions. Please refer to [redacted] and its [redacted] UDRP (Uniform DisputeResolution Policy) at [redacted] With regards to the domains; [redacted], and [redacted],they can all be managed within the DomainCentral interface, Mr. [redacted] maytransfer these or update the contact information as they see necessary.

Per consumer the complaint has been resolved.

The right hand doesn't even know what the left hand is doing over there.  On 9/2/2014, the enabled the function (that they have always had) called "Schedular" [sic.] services and we were able to edit the [redacted]s.  The volume of lies that came out to me in e-mail is unbelievable.  At all times, it was possible to edit [redacted]s, they just failed to enable the service.
I can't stand liars!
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
There is no evidence any such bandwidth abuse having occurred, so no I have not identified any IP#s over using my site, the only abuse in question is from iPower staff in suspending my account. That is the issue, so apologize and reinstate without conditions.
Regards, [redacted]

Our Corporate Support Team is currently working with this customer toresolve their billing concerns. We have reached out to this customer via phoneand left a message, along with sending a follow up email outlining thissituation in more detail. Our records indicate this customer was charged $10.99...

for the Domain Privacyfeature on 7/9/14. Our records also show that a full refund of $10.99 wasprocessed that very same day. Please allow 7 to 10 business days for this refundto be fully processed back to this customer. We have since made sure that theprivacy feature has been disabled for the domain, and have removed this featurefrom this customer’s account, ensuring that they will not be billed for thisfeature in the future. We were able to locate in the account notes, on06/23/2014 3:16 PM this customer had disabled this feature within the controlpanel, unfortunately this does not actively cancel the product, which wouldexplain the recent renewal. The customer would need to notify us if they wishto cancel their Domain Privacy service. With regards to the domain renewal, please understand that the initial planwith Startlogic had included one (1) free domain credit. This credit couldeither be applied towards a new domain registration for one year, or thiscredit could be applied towards the transfer of an existing domain into ourregistry, which would also extend out the life of the domain by one year.Unfortunately we do not offer a domain for life feature, meaning that the domainwould renew for the life of the hosting account. For further clarification, we  direct this customer to our DomainRegistration Agreement, which is attached to our Terms of Service. Thisagreement can be found by visitinghttp://www.startlogic.com/legal/legal_domain.bml.Looking specifically at the account logs, we do acknowledge this customer initiallyset the domain to renew manually as seen in the below time stamp:06/23/2014 3:16 PM [redacted] domain set to renew Manually fromdomain console We do also see that the domain was very quickly set back to automaticallyrenew as seen in the below capture:06/23/2014 3:25 PM [redacted] domain set to renew Automaticallyfrom domain console Realistically, this would explain why the domain had renewed on 7/12 for theamount of $15.99. At this point, we would be glad to issue a full refund of$15.99 back to this customer, however please note if we do this, we would needto take possession of 125cs.com. This is not a situation where we can issue arefund and still allow this customer to keep possession of the domain. This customermay take some time to decide and then follow up with us providing their decision.Lastly, please refer to Section 4, Sub-Sections C and D, from the aboveTerms of Service link, which refer to chargebacks being filed against our organizationin such matters. For ease of reference, we have included this documentationbelow: C. Credit card charge-backs for domain registrations. In the event of acharge-back to StartLogic by the credit card company (or similar action byanother payment provider used by us) for the credit card used in connectionwith the payment of the registration or other fee, you agree and acknowledgethat the domain registration shall be transferred to StartLogic, as the payingentity for that registration to the registry(ies) and that we reserve allrights regarding such domain including, without limitation, the right to makethe domain available to other parties for purchase. StartLogic also reservesthe right to lock your account and the remainder of your domains until wereceive your payment of any administrative fees and/or chargeback fees in theamount of $25. In StartLogic's sole discretion, we may reinstate your domainregistration, subject to StartLogic's receipt of the registration fee and anyadministrative and/or chargeback fees described above.D. Credit card charge-backs for non-domain registration services. In theevent of a charge-back by the credit card company (or similar action by anotherpayment provider) for the credit card used in connection with the payment of anon-domain registration fee, you agree and acknowledge that service shall notinitiate or will be discontinued, if previously in use, and any informationmaintained by the service may be deleted along with your account and theremainder of your services being locked until we receive your payment of anyadministrative fees and/or chargeback fees in the amount of $25. InStartLogic's sole discretion, we may reinstate your services, subject toStartLogic's receipt of the non-domain registration fee and any administrativeand/or chargeback fees described above. For future reference, any previous and future billing transactions may beaccessed at any time by simply logging into the control panel, and accessingthe BillingCentral icon within the Account Information section.  Unfortunately no compensation for the hostingservice will be provided, especially since this matter does not concern thehosting service component. As indicated within this customer’s complaint, thisis a misunderstanding regarding the domain renewal service and related privacyfeature renewal.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #[redacted]. Please add your rejection comments below. 
I am not seeing any response, nor have I "identified" any problems, spikes with the logs provided to me. If company has any evidence then provide it.
Regards, [redacted]

Our records indicate this customer was indeed charged for the Domain Privacy
Plus service on 6/14/2014 in the amount of $11.99. Please acknowledge as per
our Terms of Service, service subscriptions will start to pre-bill approximately
15 days before the official billing cycle. This initiative is...

to identify any
potential errors in billing so that we may contact our customers if updates
need to be made, as well as to prevent a stoppage in service due to a billing
error if one should occur.
In this particular case, the customer does acknowledge that the domain had
been removed from the account prior to renewal. Unfortunately we do actually
discourage customers from taking this action as it may cause errors when trying
to cancel a service (Which is exactly what occurred with this particular
situation). We would strongly like to emphasize that simply removing a domain
off of an account will “not” cancel any products or services that may be
attached to that domain.  Instead, if a customer
does need assistance with the cancellation of a product or service, they may
contact our 24/7 chat support or 24/7 phone support as our support teams would
be glad to assist.
As a gesture of good faith, we have now processed a cancellation of the
Domain Privacy Plus feature, and have issued a full refund of $11.99 back to
this customer’s credit card. Please allow up to 7 to 10 business days for the
refund to be fully processed back.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
First of all, your "apology" means nothing. How can you apologize about how I feel? You should be apologizing that you all screwed up. That would be a real corporate apology. And it should not have a bunch of caveats either like virtually everything you have said thus far. I have yet to hear "Mr. [redacted], we were wrong and we apologize" and THAT'S IT. It should be simple and to the point although at this point, it will be non-authentic because you would be only doing it because I mentioned it and not because you know your firm was clearly in the wrong.You all let him have access to MY property and you are refusing to acknowledge this. By your own words, there is a verification process for all accounts. He failed the process. That should have ended the matter. You cannot call [redacted] and say you want to make changes on MY account and then fail verification and then make the changes. They will not allow it. A simple check of who.is would have shown that I am the owner. There are multiple ways to verify ownership and Netfirms chose not to do the right thing. That's Netfirms' fault, not mine.I am waiting on the [redacted] to get back in touch with me, but someone is going to pay, and it will most like be you all. The purpose of court is to make a party whole again. Before this happened, I was +$86. After dealing with you all, getting evidence to prove my point to YOU ALL, I am now -$86. Netfirms will be paying me. My complaint to the Revdex.com has not been closed out yet at this time. If I did not have to deal with you, I would not have lost the money, period.Please don't reply if you are going to give me a bunch of excuses or caveats. I am sick of your excuses and caveats. I don't care how good you think Netfirms is, other consumers do not and that is a fact.Regards,[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Netfirms had absolutely no business giving away my domains -- MY PROPERTY -- to anyone. It doesn't matter how much of a "good faith" effort was made to make changes to the account. I made "good faith" efforts to solve the problem, and it ended up in the protracted process, me having to contact two outside agencies ([redacted] and Revdex.com), a criminal defense lawyer in [redacted] and the [redacted] office (they are looking to see if any crime has taken place; I would not have had to call them had Netfirms not told me that I needed a court order to get my OWN domains back which *I* paid for from *MY* accounts). I called Netfirms over and over again, I left messages all in "good faith" and look what it took to get something accomplished!Also, I had to spend $50 on a domain history report since no one at Netfirms would believe me and $36 to transfer my domains over. Had I know about this issue, I would have been able to transfer the domains for free because it would have been done BEFORE the renewal. Someone has to pay and it is not going to be me. Netfirms made this error so they need to reimburse me. They have not even apologized for their actions, but instead send a paralegal to give me all kinds of excuses. Apologize for your mistake, admit your fault, and repay the money I had to spend to solve the problem. I should not have had to spend one red cent to solve this not should I have had to due nearly two weeks worth of emails and phone calls. Good faith, yeah right. I am in the process of moving my domains at this time.
Regards, [redacted]

Our Corporate Support Team worked with this customer to resolve their website
publishing issues. Our Network Operations personnel had to reach out to our
external third party application developers as there was an issue externally
causing this customer’s website to not properly publish. We...

have made sure this
customer was successfully able to publish on their end, and as a gesture of
good faith, we have issued a one month hosting credit due to the inconvenience caused.

Ipower has confirmed throughmultiple browsers that this customer’s website is functioning properly with noissues. Furthermore, as per our initial response we have unsuspended this customer’saccount, and have restored all system services back to the customer. As forevidence of excessive bandwidth usage, we have included below the impacting linksthat had initially caused this issue:[redacted] The above informationincludes specific IP addresses that had been the root cause. We would once moreencourage this customer to block these IPs if they have not done so already. We sincerely apologize forany confusion this situation may have caused.

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