Web.com Group Inc.

*** *** filed a Complaint citing a service decline in the last months and alleging that *** ***s, a Web.com company, falsely reported conversions on Product Listing Ads (PLAs), which resulted in his organization investing in additional spend in excess of $700,000. Mr
*** requested a refund, noting that he would not sign a Release Agreement
We have reviewed the experience described by Mr*** We noted that with his account, we leveraged *** expertise heavily in configuring and optimizing his services to obtain the best performance we could. Mr*** provided direction to increase his budget based on ***’s analysis
At all times, we complied with our agreement with Mr*** but as a customer service gesture, we offered to release him from contract early with a refund of the pre-paid fees (contingent upon completion of a signed, notarized Release Agreement). Web.com regrets that we have not yet been able to find common ground as it relates to the issues outlined in Mr***'s Complaint. This case remains open at an Executive Level

As previously stated, *** *** filed a Complaint citing a service decline in the last months and alleging that *** ***s, a Web.com company, falsely reported conversions on Product Listing Ads (PLAs), which resulted in his organization investing in additional spend in excess of $700,000. Mr*** requested a refund, noting that he would not sign a Release Agreement
We have reviewed the experience described by Mr***. We noted that with his account, we leveraged *** expertise heavily in configuring and optimizing his services to obtain the best performance we could. Mr*** provided direction to increase his budget based on ***’s analysis
At all times, we complied with our agreement with Mr*** but as a customer service gesture, we offered to release him from contract early with a refund of the pre-paid fees (contingent upon completion of a signed, notarized Release Agreement). Web.com regrets that we have not yet been able to find common ground as it relates to the issues outlined in Mr***'s Complaint. Our position has not changed and this case remains open at an Executive Level

*** *** filed a complaint citing difficulties in transferring a domain name from *** *** to another Registrar.
A review of Mr***'s account showed that a Supervisor returned Mr***'s call and expedited a security review for his request. The transfer lock
was removed on 8/and the domain has been successfully transferred to the new Registrar. Domain names can be the targets of fraudsters who attempt to obtain domains illegally for profit. Our security measures are in place to protect the Account Holder from such activity. We regret any inconvenience Mr*** experienced due to our security methods
A member of the *** *** *** left a voice message for Mr*** on 8/and sent a follow up email providing direct contact information. We remain willing to speak with Mr*** and ask that he contact our office directly if he has any additional questions or concerns

*** *** filed a Complaint after receiving marketing communications from *** *** In his Complaint, Mr*** noted that he had opted out/unsubscribed from marketing communications, but continued to receive them via email and phone Mr*** expressed intentions to
transfer his domains to another Registrar, requested deletion of a .BIZ domain in his Account, and that communications from *** *** be stopped
We attempted to reach Mr*** by phone 9/to follow up; however, he was not available, so a voicemail message was left for him We have taken action to address Mr***’s Complaint as follows:
Mr***'s telephone number and email address were added to our Do Not Contact List to stop marketing communications It may take 7-business days for the database to reflect this change Please note that renewal notifications regarding services in the Account cannot be turned off
The .BIZ domain was removed from the Account per Mr***'s request.
Instructions for preparing the domain names for transfer to another Registrar have been provided Mr*** may submit his transfer request with the Registrar of his choice
A follow up email including contact information for a member of the *** *** *** was sent We remain willing to assist Mr*** with any outstanding issues and ask that he contact our office directly with any additional questions regarding this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** *** III filed a rejection to our response stating additional refunds are due and referring us to his original Revdex.com complaint
A member of the *** *** *** briefly spoke to Mr*** on 9/5/but he was unable to talk with us at that time due to business obligations. We called back as requested and left a voice message advising that we are willing to complete the refunds but that we need additional information in order to proceed. A follow up email containing our direct contact information was sent on 9/requesting Mr*** call our office so we may assist with the additional refunds requested. We remain willing to work directly with Mr*** and ask that he contact our office directly to proceed

*** * *** filed a complaint due to difficulties with a refund
A member of the *** *** *** reached out to Mr*** on 8/via email. Mr*** replied via email and we worked with him to issue the requested refundWe have confirmed Mr*** has has
received the funds and we ask that he contact us directly if he has any additional concerns related to this matter

*** ** *** filed a complaint citing dissatisfaction with the website design and difficulties receiving a refund
A member of the *** *** *** researched the account and confirmed that the service was cancelled and the requested refund was completed on 7/29/in the amount
of $114.95. We left a voice message for Ms*** on 8/and sent a follow up email providing our direct contact information. However, we received a deliver failure for the email address provided so another call will be made on 8/in an attempt to reach Ms*** and ensure the issue has been fully resolved

*** *** filed a Complaint to report unauthorized charges to his credit card by *** ***. In his Complaint, Mr*** noted that Customer Service had been unable to locate the charges in order to stop the unwanted billing. Mr*** requested a refund for charges
assessed since November
We attempted to reach Mr*** by phone 8/to follow up; however, he was not available, so a voicemail message was left for him. Our review found a Hosting Package that had been billing since as Mr*** described. A refund totaling $was issued for the unwanted charges since November and the hosting package has been cancelled to prevent further unwanted billingA follow up email confirming the refund/cancellation and including contact information for a member of the *** *** *** was sent. We ask that Mr*** contact our office directly with any additional questions or concerns regarding this matter

Complaint: ***
I am rejecting this response because:
Backup has been provided for the full amount to be refunded
I accept the partial refund pending the full refund and await the company's response
Regards,
*** *** ***

*** *** filed a complaint due to difficulties with pricing for a domain name and requested a refund
A member of the *** *** *** reached out via email on 7/Due to time zone differences we were not able to reach out via telephone. *** *** replied via email and we
were able to confirm the refund had already been issued on 7/ We ask that Mr*** contact us directly if he has any additional questions or concerns related to this matter

*** *** filed a complaint due to difficulties with billing for a website package and requested a refund
A member of the *** *** *** spoke with Mr*** on 8/and accommodated the requested refund the same day. Mr*** has been provided
with direct contact information for our office and we ask that he contact us if he has any additional concerns related to this matter

*** *** filed a Complaint citing that a form on her website would not work as expected with an SSL she had purchased. Ms*** requested cancellation of the SSL product with a refund totaling $
Our review confirmed that the SSL was cancelled 8/and a refund totaling
$was issued. Refunds may take 7-business days to post to the credit card that was chargedA follow up email confirming the refund/cancellation and including contact information for a member of the *** *** *** was sent. We ask that Ms*** contact our office directly with any additional questions or concerns regarding this matter

*** *** filed a complaint due to difficulties with SPAM email messages
A member of the *** *** *** spoke with Ms*** on 8/20. We are working with her directly to troubleshoot and resolve this issue. We have provided Ms*** with direct
contact information to our office and we ask that she contact us directly if she has any additional concerns related to this matter

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. 
Regards,
[redacted]
 
From: [redacted]>
Date: Fri, Aug 22, 2014 at 5:47 PM
Subject: Re: complaint # [redacted] has been resolved
To: [redacted]>
To Whom It May Concern,
 
I wanted to let you know that my case # [redacted] has been resolved. 
 
Thank you for your assistance.
 
Have a great weekend.
 
Warmest 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. However they should be required to have people actually accept accounts before adding it to their accounts to avoid this problem to happen again.
Regards,
[redacted]

[redacted] filed a complaint citing the receipt of renewal notices for products she does not have and difficulty being removed from the marketing campaigns.
A member of the [redacted] spoke with Ms. [redacted] on 9/3/14 and reviewed her account.  We were able to...

determine that the renewal notice for the product she didn’t have was actually generated because a .[redacted] domain had been previously added to her account by [redacted] at no charge as part of a promotional offer.  The domain has been deleted from her account as of 9/3/14 and we have added Ms. [redacted]’s contact information to our Do Not Contact list to ensure she receives only renewal notices and no marketing emails.  Ms. [redacted] has been provided with direct contact information for our office in case of any additional questions or concerns related to this matter.

[redacted] filed a complaint stating he was billed for services he did not request, was billed for services past the cancellation date and is having difficulty obtaining a refund.
A member of the [redacted] left a voice message for Mr. [redacted] on 9/3/14 and sent a...

follow up email providing direct contact information to our office.  Based on a review of Mr. [redacted]'s account, we were able to accommodate a refund of 2 services for a total $46.96.  However, in Mr. [redacted]'s complaint, he is requesting a refund totaling $160.51.  We will need to speak with Mr. [redacted] to further review his account in order to determine if any additional refunds can be accommodated.  We ask that Mr. [redacted] contact our office directly so we may work with him regarding his concerns.

Complaint: [redacted]
I am rejecting this response because:
[redacted] can't just harass customers and make it almost impossible to move to another registrar and say it is security for my own good. I didn't ask them to lock down my domain so tight that I had to make five phone calls, send half a dozen emails, send a signed letter along with a color copy of my driver's license, and be subjected to their "customer retention" every time I called (i.e. them begging me to stay and not wanting to take no for an answer). I could understand asking me once to stay, but after I say "no" then just leave me alone and help me complete the transfer.
The reason I am rejecting this is because while the immediate issue has been addressed, they only did it after I filed formal complaints with [redacted] (the governing body for domain names) and the Revdex.com. It isn't "made right" by finally getting out of my way after 9 days of intentional interference with my rights to transfer out. Imagine a business stealing money from a customer, and then only returning it after being sued. They don't deserve a clean record, and neither does [redacted].
 
If what they really care about is security, then they would implement two-factor authentication. Harassing its customers and not complying with their [redacted] contract can't be considered security. No, this isn't security, this is a misguided attempt at customer retention... stand in their way so much that they get frustrated and give up trying to leave. Change your "security" and I would be willing to close this complaint, otherwise it is just going to continue happening to me and other unfortunate customers.
Regards,
[redacted]

[redacted]r filed a Complaint citing that his request to be removed from our contact list was not accommodated.  In his Complaint, Mr. [redacted] expressed dissatisfaction that renewal notifications regarding services are not able to be turned off and requested that [redacted]...

[redacted] stop contacting him.
Our review found that Mr. [redacted] purchased a [redacted] Hosting Package for 1 year in July 2013.  Renewal notifications regarding services in a Customer's Account are sent in an effort to assist with avoiding service interruptions that may result from expiration.  As such, it is accurate that these renewal notifications cannot be turned off.  We have confirmed that the Hosting Package in question expired 7/15/14 and was removed from the Account 8/27/14.  Since the product has been removed from the Account, no further renewal notifications are expected.  We have also added Mr. [redacted]s contact information to our Do Not Contact List to cease any marketing communications.  A follow up email confirming actions taken and including contact information for a member of the [redacted] was sent.  We ask that Mr. [redacted] contact our office directly with any additional questions or concerns regarding this matter.