The Endurance International Group, Inc.

We do sincerely apologize this customer feels this way towards our organization, and for the time they had to invest into the resolution of this situation. Once more, please acknowledge that Netfirms holds no liability for any potential account ownership disputes that may be brought to our attention.As we had mentioned to this customer in a prior email, the initial contact we had received from [redacted] was such that our teams felt he had rightful ownership access into the account, especially since he had paid for the web hosting service upgrade, which was reversed by further judgment as this party was refunded and taken off as the account owner. Unfortunately in our industry, account ownership disputes do commonly occur,and often times it can become difficult for our teams to decipher the validity of the contacts received. This is not an excuse in any way, however when such situations do arise and are brought to our attention, they must be escalated to such parties as our Corporate Support Team to perform research, retrace the steps of our support personnel, and make the most appropriate judgment with regards to granting or denying account ownership. Although this customer may not agree with our position here, our support personnel and the management behind our teams are here to assist with the most good faith efforts possible. It is not our intention to cause a customer grief,and do regret this customer feels this way towards our organization. At this point it is clear that this customer is quite dissatisfied with our organization. Any legal recourse they wish to seek should be conducted between Mr. [redacted] and this customer as he ultimately was the party making attempts to gain access into the account. Unfortunately we are simply unable to provide refunds for any third party expenses this customer accrued due to this issue.Our Corporate Support Teams acted with a sense of urgency once this situation had been brought to our attention. We do apologize this customer had to go through third party resources to seek a resolution.  It should be noted that this was by the customer’s choice, not by our provided advice. Once more, any financial recover in thismatter should be addressed to Mr. [redacted] as he was the party that had made attempts to gain control of the account in question.

Our records indicate the account was created September 30, 2012 under a [redacted] Promotion
called “America Get Your Business Online” The account is typically free for a
year and we provide seminars all over the country to get this campaign started
for customers. The account was created by the...

customer versus fraudulently
being created; she had registered a domain name [redacted].com associated with this account. We
did close the account for her and as a courtesy issued a refund of $87.89.

To call me on a Saturday to tell me you are only in the office Monday - Friday 8AM-4 PM Pacific time to get this resolved to only find this "nonsense" sitting in my e-mail. Well... Two facts remain. I was unjustly charged for DOMAIN RENEWAL normally included with a qualifying HOSTING PLAN at gouging prices! Nor was I ever invoiced, NONDISCLOSURE. Look, the domain can be registered cheaper else where for a fraction of the cost, and I have the right to do so until 7/25/2014 (which I believe I am going to do) as YOUR Domain Renewal fee is unjustified. Threating me to "take back" my domain over a "charge-back" and then add a "$25 charge" over a dispute is NOT a resolution by any means what-so-ever. The nonsense in this response in insulting to me and frankly I do have better things to do with my time as this is getting NOWHERE and defeating the purpose of this complaint. You keep throwing bullcrap like this, and I will take my business elsewhere. And I have DOZENS of clients who use other hosting companies you run I will take with me! You seem to forget, you are dealing with an IT PROFESSIONAL here, not some Joe Smith who decided to open a Computer Shop with some startup funds from a rich relative. No Sir, this is no where NEAR a resolution by any means. All you are doing is pouring salt over one of many wounds from a flawed system StartLogic has developed. I have been dealing with this company since 2006 (less 1 year in between). Yeah, domain renewal credits were only 2.99 back then, so tell me... Who is the greedy one here? ICAN only charges a fee of what per year? I have been dealing with this business long enough to know the ins and outs better than you think. If you want to take this complaint seriously, then let's talk, otherwise you can put this fictitious legal mumbo-jumbo in the "recycle-bin" where it belongs and deal with the REAL specifics of this complaint.
Regards, [redacted]