TurnKey Internet, Inc.

Hi ***, My name is Adam *** - i'm the owner and CEO here at TurnKey, and was the one trying to call you (though it appears to be some issue sounding like a phone pickup and hangup repeatedly when I tried to call you) If you have a moment please give me a call at ***, that is my
direct line I wanted to help clarify and resolve anything outstanding, and I did direct our billing team to re-enable your account so you can retrieve any data - I don't want you to have the mistaken impression we would or are holding any data hostage I know our billing manager made multiple calls to try to reach you in the last days to help avoid the automated hold & review that your account was under due to the charge backs initiated by you (and your bank) We attempted to reach out to you to assist you, but were un able to reach you via multiple phone attempts and I regret that has caused a delay in resolving this matter for you to your satisfaction.The charge back is still pending at ***, but we have refunded the transaction as shown below Please be aware, we lost $in fees as shown to *** (their policy for a charge back), and in addition the $paid for the 3rd party license (software license of WHMCS un-branded) as well since that vendor doesn't let us pass on the charge back you initiated, and we still have to pay for that That is in part why we have our policies you agreed to in our terms of service regarding resolving charge backs, because there are serious fees and time involved dealing with situations like these, that are no fault of our own Because our merchants due this to us for the fees, and we put in our terms of service that you agree to that we have a charge back processing fee as wellI know you didn't appreciate us levying that fee to you, but it was the reason we do it and agreed upon mutually per our terms of service when you signed up.please see here for your refund: ***
Here is the info (you can view the full info in the link above)(Unique Transaction ID # ***)Name: Chargeback Settlement Total amount: -$USD Fee amount: -$USD Net amount: -$USD Date: Jun 30, 2016 Time: 12:20:EDT Status: Completed I appreciate the frank comments and feedback, and while it does pain me to hear we may have fallen short of expectations, it is very helpful so that we can improve on areas to ensure our goals of providing the absolutebest quality network, online service and customer experience Even with your 30+ years of running your own hosting business, I'm sure you have occasionally run into similar troubles such as a bounced check or credit card charge back, and sometimes the policies and fees i'm sure your end client didn't necessarily appreciate the process even though it was not your fault As you stated, it wasn't our fault that the charge back occurred, and you stated it wasn't your fault either stating your bank had mistakenly initiated the charge back without your authorization to do so - but regrettably that triggered your account being put on hold and review to resolve it on our end even though it was not your fault, but due to your bank's mistake as you stated WE made multiple efforts via phone to try to help get this resolved for you but were unable to reach you after the initial positive call where you seemed OK with the situation and would reach out to your bank to get it resolved from that side.I regret that your bank's mistake has caused the unfortunate mis-understanding to the point you wanted to end your relationship with TurnKey And I am sorry that we have not been able to resolve this to your satisfaction promptly enough - we have tried our best to call repeatedly but the phone is hung up each time we call, or it goes to voice mail and no call back I do regret that our policies and terms regarding this that you agreed to at sign up regarding charge backs and charge back policies were not something we could work with together to resolve this, I know you referred to it as 'ridiculous' in your written communication days ago that we have to pass on the costs and fees associated with a charge back for instance But as you can see *** hit us for $20's in fees on this situation, for something you and/or your bank decided to do (not us) This is in addition to the loss for the 3rd party software license we paid for in good faith, that you charged us back for. Regardless of our loss in this situation, because of your long and loyal client status and given your history I made sure we extended you the additional courtesy of over-riding the charge back policies in this case as you requested and issued the refund as shown Even though it wasn't our fault the charge back occurred from your bank we have gone out of our way to try our best to make this right in your eyes as best we can given the circumstances As noted our billing team removed the hold on your account regarding the charge backs so you can fully access any web hosting data, or accounts you like - Please make sure to backup any data and remove it before your account expires (as you indicated your desire to leave turnkey as a whole regarding this situation and we have accepted that as your notice to terminate) It looks like your account expires on July 10th, so please be sure to backup and remove all data prior to then.Best wishes, and sincerely I do hope you find the right partner to work with in the future that can accommodate your needs.Adam *** - CEO*** (please do give me a ring, I'd really appreciate the chance to clarify and resolve any issues)

Hi [redacted], thank you for the chance to chat on the phone today.  I appreciate the frank comments and feedback, and while it does pain me to hear we may have fallen short of expectations, it is very helpful so that we can improve on areas to ensure our goals of providing the absolute best...

quality network, online service and customer experience.  As mentioned on the phone, what you have commented having trouble accessing the administration area of your wordpress web sites regarding your SEO web hosting plan is all due to an advanced security system we deployed a little over a year ago as mentioned in both our monthly news letter and help desk to help protect our customers from what at the time was a massive level of attacks on Wordpress related web sites.  Wordpress was exploited word wide as noted some time ago, and  sadly common components that were leading to millions of wordpress web sites world wide being hijacked, defaced and damaged caused trouble across many hosting companies.  We deployed $10k's of cisco high end filtering layer 3 devices, modified our network security and added server level security that would force a 2-form (ip based being the 2nd step) authentication to help protect our clients hosting wordpress.   These security measures were necessary as the exploits on wordpress were real and wide spread and most web site masters were not as skilled as your self to ensure having patches, security updates in their web code to protect themselves fully right away.  As a whole, turnkey was able to deploy the security systems above without disruption to clients - and it did not impact the live web sites in any way of all our clients and only impacted only their admin login area of wordpress hosted sites (for content updating, but actual web sites were always find and accessible).  This was the best possible combination of keeping all our client sites live, while locking down the known exploit in wordpress - some of our competitors actually just shut down customer sites until clients would fix issues in the wordpress exploit, we choose to make sure to keep client sites alive and online, but lock down the security hole with the network aspect and 2-form authentication.  I realize our decision is not one that you found practical and useful, but I just wanted you to understand that no one here changed anything to pull the rug out, or extort you later over - it was here to protect you and keep your web sites online at all times.   We continue to maintain that security system today, as many new clients daily bring over wordpress sites with the same security holes, but continue to improve and fine tune the options for our clients.I deeply regret our security setup has caused you the level of frustration you have reached by having to authenticate/add your IP to the white list repeatedly for your additional staff an contact our support team for assistance (some times having to wait up to 1 to 2 hours to get it resolved when wanting to access the admin area of your web site).  Again, no web sites were down or infrastructure down - just limited access via the 2-factor authentication (requiring a whitelisted IP) for the wordpress admin area was the issue.  But after our call ,and your comments (some very spirited language, swearing, threats, and more) - I understand your level of frustration and can only say that everything our staff did was professional, courteous and correct and always had your best interests in mind,even if in the end we fell short and made things more complicated and frustration for you with our security platform.On the phone I clarified that what our staff offered you was accurate yesterday via the screen shot you provided, our staff showed you a VPS (virtual server) product you could convert to, from the shared hosting (SEO) plan you have now.  You pay $24.99/mo for the SEO hosting, and our VPS packages are actually lower cost ($4.99/mo and up) .  The primary difference and why our staff mentioned you could consider a VPS package is because you (instead of us) decide the specific security server wide settings, which means you don't need to have that 2-factor security (extra IP whitelist step) on a VPS, because you are in complete control.  The reason we have to make such strong security decision on our shared hosting (SEO) servers is because it is one-size-fits all, where 50 or more customers rely on us to secure the entire server, and quite frankly many of our clients are just not as skilled and on top of their web site security as you are so we end up having to have a strong security system in place to protect them.  I realize you didn't need it, but it's what is in place and unfortunately in some cases we can make decisions to the entire safety of the rest of the clients that may adversely impact your convenience.   But our goal always remains the same to ensure your absolute security and best possible up time, and why we guarantee 100% network up time in our terms of service and service level agreements.When talking on the phone, you at first thought someone was 'scamming' you to buy something extra to fix the issue (you had sent written notice that we were extoring you and you were going to refer for a class aciton law suit as well in regards to this), but as mentioned I clarified  on the phone why our staff mentioned you could change plans to a VPS (virtual server) plan to have more control over your security and achieve your specific goals.  I further clarified on the phone that what our staff recommended to transfer to a VPS plan is actually lower cost  (but not exactly the same product as the SEO hosting, for instance SEO has more IPS and you had a 75% off discount deal so its hard to compare exactly but our staff did provide you professional service and advice on how to resolve it, and were not asking you to spend more money ).  When clarifying this on the phone, I also mentioned the same as our staff had previously, we would be happy to white-list larger blocks of ips (for instance the entire class-c or class-b ip range that may be relevant for your geographic region with your broad band provider).    You explained that wouldn't work because you have 3rd party staff that need to get in outside that geographic area, and your frustration level precluded you from wanting to go the VPS route with us.  I still extended you both offers we will convert you over to a VPS plan, without any additional cost to you, and since your SEO plan had a 75% off discount applicable to make sure its fair to you, we would provide the same cPanel, and 30 similar dedicated IP's you have now, on a VPS plan at no additional cost to you.  We also would still be more than willing to white list larger blocks of ips at your broad band provider.  I regret that both option were not what you want to see to meet your needs, but please understand no one here is actively scamming, extorting or otherwise attempting to cause you or your clients harm.Our need to protect you and all of our clients is paramount - network and internet security is a real issue today that costs businesses billions of dollars a year when security is breached and data damaged.  We regret that any of our security policies to protect you and all our clients caused you such frustration to the point that you made the comments and threats that you have - we do hope you will understand no one here is 'extorting' or 'scamming', especially after our phone call.  I do realize given your frustration level you wish to move on, and while we regret loosing the opportunity to continue to serve you, we sincerely wish you the best.If you do change your mind regarding the above please let me know.Sincerely and best regards, Adam [redacted]CEO, TurnKey Internet, Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this sort of resolves my complaint.  [redacted] has returned the erroneous chargeback payment to turnkey.Turnkey has un-suspeneded my reseller hosting, but could not un-suspened my WHMCS un-branded service because they terminated it. They have however turned back on the FREE WHMCS BRANDED version for me to use. Thanks, I will take it anyways just to be done with all this.In light of this, I no longer require any type of refund, for any service, and now consider this MATTER CLOSED.Regards,[redacted]

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.  The CEO was actually well informed and very helpful.Regards, [redacted]