[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 year in July 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/and was removed from the Account 8/27/ 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
[redacted] *** filed a Complaint due to difficulties with Ignite Online Marketing services In her Complaint, Ms [redacted] cited that proper expectations regarding product performance were not set and requested a refund We worked with Ms [redacted] via email and a refund totaling $was issued 9/ A follow up email confirming the refund was sent along with direct contact information for a member of the [redacted] The experience Ms [redacted] described is under review and we ask that she contact our office directly with any additional questions or concerns regarding this matter
[redacted] ***l filed a complaint due to difficulties with billing for a shopping cart package and requested a refund A member of the [redacted] attempted to reach Mr [redacted] via telephone and email Mr [redacted] responded via email and we are currently working to resolve the issue Mr [redacted] has been provided with direct contact information for our office in case he has any additional concerns related to this matter
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 goodI 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.ethem 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.comIt isn't "made right" by finally getting out of my way after days of intentional interference with my rights to transfer outImagine a business stealing money from a customer, and then only returning it after being suedThey don't deserve a clean record, and neither does [redacted] If what they really care about is security, then they would implement two-factor authenticationHarassing its customers and not complying with their *** contract can't be considered securityNo, this isn't security, this is a misguided attempt at customer retentionstand in their way so much that they get frustrated and give up trying to leaveChange 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that once the refund has been deposited to my account, the resolution will be satisfactory to me Regards, [redacted] ***
[redacted] filed a Complaint after observing a pending charge from Web.com on her credit card In her Complaint, Ms [redacted] noted that the charge was unauthorized, cited difficulties with cancellation, and requested an investigation of the issue We attempted to reach Ms [redacted] by phone to apologize for the difficulties and address her concerns; however, she was not available, so voicemail messages were left for her A follow up email including contact information for a member of the [redacted] was sent We are willing to work with Ms [redacted] to review this matter fully and ask that she contact our office directly to proceed
[redacted] filed a Complaint citing that he had not received a [redacted] Pin In his Complaint, Mr [redacted] noted difficulties reaching Support to advise of the issue Mr [redacted] canceled services as a result and requested a full refund We spoke with Mr [redacted] 8/to apologize for the difficulties and address his concerns While Mr [redacted] may have been unable to activate the [redacted] Places portion of his services, other services included in the package have been rendered, including the website design and hosting As such, Mr [redacted] agreed to a partial refund totaling $as a Customer Service Gesture Refunds may take 7-business days to post A follow up email confirming the refund and including contact information for a member of the [redacted] was sentWe ask that Mr [redacted] contact our office directly with any additional questions regarding this matter
[redacted] filed a complaint due to difficulties with billing and had requested a refund A member of the [redacted] attempted to reach Ms [redacted] on 7/and 8/via telephone and email, a voicemail message was left We did not hear back from Ms [redacted] but did send another follow up email on 8/ to confirm the requested refund was issued on 8/ Direct contact information has been provided and we ask that Ms [redacted] contact us directly with additional questions or 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 meHowever 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 that she had been billed after cancellation in October In her Complaint, Ms [redacted] requested a refund totaling $ We spoke with Ms [redacted] to apologize for the difficulties and address her concerns Our review confirmed that Ms [redacted] called to cancel 10/29/ Some of the services were cancelled at that time per her request; however, some of the services remained active and continued to bill due to a technical issue We are actively working to address the issue and a refund for the unwanted charges assessed since 11/1/is being issued A follow up email confirming the refund and including contact information for the [redacted] was sent We ask that Ms [redacted] contact our office directly with any additional questions regarding this matter
[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/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/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 due to difficulties with the privacy setting on his domain name stating it was preventing him from transferring his domain name A member of the [redacted] attempted to reach Mr [redacted] on 8/via telephone and email Mr [redacted] responded via email and we advised that [redacted] works with a 3rd party vendor in order to manage .*** domain names Standards and procedures at [redacted] have become more stringent and the domain name is currently suspended with [redacted] We are actively working with directly our vendor, [redacted] as well as the [redacted] Registry in order to resolve the situation; however, there is no timeframe available at this timeWe will keep Mr [redacted] updated until the issue is resolved Mr [redacted] has our direct contact information and we ask that he contact us directly if he has any additional questions or concerns as we continue to work toward resolution
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because: Web.com's position as they keep stating, was they heavily relied on [redacted] 's recommendations to manage our account Our contracts are not with [redacted] , they are with Web.comWeb.com falsified reports overstating [redacted] Gross Sales on conversions each month for the past monthsThe reports (whether intentional or not ) were caused by a duplicate tracking code installed by Web.comThe tracking code has been acknowledged by [redacted] that it was installed by a Web.com employee in July Web.com claims [redacted] approved increase spends based on [redacted] recommendations, in the email below you will see the Web.com employee recommending we bump up the budgets and our response was as long as we get good conversion ratesIf Web.com did not falsify reports, and the reported gross sales were true, budget cuts would have been made and [redacted] would have saved an estimated 700K in excess budget spends [redacted] [redacted] via [redacted] 11/6/ to [redacted] Of course! Thanks! [redacted] ***s, a Web.com service Azalea Drive | Drums, PA Office: (888) 361-x| Fax: (570) 706- PLEASE NOTE, I will be out off the office from 11:30am Thursday 11/ until Monday 11/ From: ***[redacted] @ [redacted] [mailto:***[redacted] @ [redacted] ] On Behalf Of [redacted] Sent: Wednesday, November 06, 12:PM To: [redacted] Subject: Re: October EOM CSE Reports - ***USA Of course you can bump up the Budgets, But lets make sure we are maintaining good conversion rates Sincerely, [redacted] *** [redacted] Cell [redacted] www[redacted] www[redacted] On Wed, Nov 6, at 9:AM, [redacted] > wrote: Hello [redacted] , Attached are your end of month CSE reports for October Overall highlights: · Over 576k in revenue across sites · Highest revenue to date by over 5k for F2D · Overall number of orders are gaining momentum as we approach the holiday We definitely should try to bump the budgets for the shopping days that [redacted] has outlined on their calendar, but we may want to bump them for the holiday shopping season in general What do you think on this? Can we bump up the budget just for the next two months? Let us know what you’re willing to do Please let me know if you have any questions on the reports! Also, just wanted to share a great holiday shopping article: [redacted] Thanks, [redacted] ***s, a Web.com service [redacted] * [redacted] [redacted] ** *** [redacted] *** [redacted] PLEASE NOTE, I will be out off the office from 11:30am Thursday 11/ until Monday 11/ In addition, Web.com charged us for services for Blog Posts in June and never provided work on the accountThe refund for the June Blog posts have not been refunded either although promised in this email on 7/18/by [redacted] Web.com cannot be trusted to handle our marketing needs and are playing games to try and get us to sign off on any wrongdoing by using our $62K prepaid spend for the remaining as bargaining toolThis is not professional courtesy as they claim All contracts state they are prepaid months in advanceSee example of attached contract for language of prepay password to view is secure document is: [redacted] From: [redacted] Date: July 18, at 5:02:PM EDT To: "***[redacted] @ [redacted] " Cc: [redacted] > Subject: RE: [redacted] - June CSE Report Hello ***, Just a brief update to acknowledge receipt of your requests: Refund of Ad Spend a This is being reviewed No Blog posts on blog[redacted] a The blog posts were indeed written, but were not uploaded to the blogWe can supply the blog posts to you or upload them to the blog, scheduling the posts at a rate of two posts per weekWe acknowledge that the blog posts should have been uploaded to the blog as well as having been written, and we will absolutely provide a refund for the lack of uploading the written posts to the blog Tracking code from [redacted] was present on [redacted] *** a We reviewed the store confirmation pages and did not find the codeI assume you’ve had this fixedI cannot explain why this occurredI can only apologize for what appears to have been a mistake during installation of *** Ad code Links to your redesign PSD Files: [redacted] We will be in touch again on Monday Thank you, [redacted] Regards, [redacted]
As previously stated, [redacted] filed a Complaint citing a service decline in the last 12 months and alleging that [redacted] ***s, a Web.com company (hereinafter referred to as “Web.com”), falsely reported conversions on Product Listing Ads (PLAs), which resulted in his organization investing in additional spend in excess of $700,000. Mr. [redacted] requested a refund, noting that he would not sign a Release Agreement. We have reviewed the experience described by Mr. [redacted] . We noted that with his account, we leveraged [redacted] expertise heavily in configuring and optimizing his services to obtain the best performance we could. Mr. [redacted] provided direction to increase his budget based on [redacted] ’s analysis, which appears to have been incorrect. At all times, we complied with our agreement with Mr. [redacted] 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. [redacted] 's Complaint. Our position has not changed and this case remains open at an Executive Level, however several points should be noted. First of all there was absolutely no “falsification” of reports, and to allege otherwise is completely disingenuous. The reporting reflected the output of the related [redacted] accounts to which Mr. [redacted] also had access, and Mr. [redacted] made his own decisions as to how much money he wanted to spend with [redacted] . To reiterate, Mr. [redacted] is demanding $700,000 that was spent with [redacted] , not Web.com, so to demand the “refund” from Web.com in this matter is unfair and unreasonable, especially since those funds were spent on [redacted] marketing services that were actually delivered and that Mr. [redacted] benefitted from. To refund any such fees simply because Mr. [redacted] has decided he did not get the desired result would unjustly enrich Mr. [redacted] and his business. Moreover, Web.com was not responsible for managing Mr. [redacted] ’s financials in any way and did not have access to his company’s books and records, and if there was a discrepancy between the [redacted] reporting and the company’s actual financial performance, Web.com would not have been in a position to identify those issues and instead relied on Mr. [redacted] himself. When Mr. [redacted] did express concerns that the numbers were not consistent, Web.com confirmed with [redacted] that they felt their reporting was accurate, whereby Mr. [redacted] relied on those representations from [redacted] to select his advertising spend that he is now trying to get back from Web.com. Mr. [redacted] also makes the point that the contract at issue is with Web.com and not [redacted] . To that end, it should be noted that the applicable contracts with Web.com stipulate as follows: “Client acknowledges and agrees that any kind of marketing can be unpredictable and the results can be very difficult to measure, and that [Web.com] makes no representations and/or guarantees of any kind as to the actual additional revenue to be generated through Client’s use of the Services hereunder. Client further acknowledges and agrees that all fees to be paid to [Web.com] under this Agreement are non-refundable.” The contracts further stipulate the following: “NO REPRESENTATION OR WARRANTY MADE UNDER THIS AGREEMENT (OR IN ANY AGREEMENT OR TERMS LINKED HEREFROM) APPLIES TO THE EFFECT OF ANY CONDITION OUTSIDE THE REASONABLE CONTROL OF [redacted] ***S, INCLUDING WITHOUT LIMITATION ANY (I) FAILURE IN TELECOMMUNICATIONS, (II) FAILURE BY CLIENT TO COMPLY WITH THIS AGREEMENT, OR (III) CONDITION IN, OR COMBINATION OF ANY SERVICE, SOFTWARE, HARDWARE, SYSTEM, EQUIPMENT, PROCESS, DATA OR INFORMATION USED OR PROVIDED BY ANY THIRD PARTY.” Therefore, per the contracts it is clear that Web.com is not responsible for any performance-related issues related to the services, especially when the performance is difficult to measure or when such issues originated within a third-party system. Moreover, regardless of any error in the reporting Mr. [redacted] is not entitled to a refund of any fees paid to Web.com because, along with the other points outlined above, the fees at issue were not ultimately paid to Web.com and Mr. [redacted] also received significant value from those amounts paid. In light of the foregoing, it is apparent that Web.com has adhered to all obligations and requirements in this matter, contractual or otherwise, and any refund of Mr. [redacted] ’s [redacted] advertising spend is clearly unwarranted, and as such we would kindly request that the matter be closed with the BBB at this time.
[redacted] filed a Complaint citing a service decline in the last months and alleging that [redacted] ***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, Mr [redacted] requested a refund, noting that he would not sign a Release Agreement We have reviewed the experience described by Mr [redacted] We noted that with his account, we leveraged [redacted] expertise heavily in configuring and optimizing his services to obtain the best performance we could Mr [redacted] provided direction to increase his budget based on [redacted] ’s analysis At all times, we complied with our agreement with Mr [redacted] 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 [redacted] 's Complaint This case remains open at an Executive Level
Mr [redacted] filed a rejection to our response citing dissatisfaction with security and domain transfer processes A member of our [redacted] followed up with Mr [redacted] via email with regard to his Revdex.com rejection response We have explained that existing processes and policies are designed to protect Account Holders from fraudulent attempts to obtain domain names The security protocol, which is in compliance with ***’s Inter-Registrar Transfer Policy, is not intended to negatively impact or prevent any Customer from transferring a domain to another Registrar letter domains, as in Mr [redacted] ’s case, are deemed to be high value and thus are commonly targeted by fraudsters, so security measures are employed to protect these domains from potential hijacking We do constantly strive to maintain a balance between being user-friendly and ensuring the highest level of security for all of our Customers’ domain names With that said, Mr [redacted] ’s feedback/recommendations regarding these security measures will be considered for future updates to procedures Direct contact information for a member of the [redacted] was provided to Mr [redacted] and we ask that he contact our office directly with any additional questions or concerns regarding this matter
Complaint: [redacted] I am rejecting this response because of the following reason:Network Feedback & Complaint for Warning Messages played by [redacted] after Images Updation in [Home] & [Buy] Pages in [redacted] Dear Manager / Reviewer, I took the review comments from [redacted] *** & [redacted] ***As a matter of fact, [redacted] organizations in [redacted] charge very highly and I cannot afford the sameSo I am requesting [redacted] to please check the issue and take some actionsRegards [redacted] http:// [redacted] / [redacted] https:// [redacted] /***[redacted] .5https:// [redacted] / [redacted] Skype: [redacted] [redacted] [redacted] , [redacted] *** *** Dear [redacted] : This message is in regard to your complaint submitted on 12/8/5:47:AM against Web.com Group Inc Your complaint was assigned ID [redacted] The business has sent the Revdex.com a message regarding this complaint, and we are passing it on to you The contents of this message are below or attached All responses will be copied to the companyPlease respond within days from the date of this letter or the complaint will be closed as assumed resolved Regards, [redacted] *** [redacted] MESSAGE FROM BUSINESS: Dear Revdex.com, [redacted] filed a complaint citing [redacted] difficultiesI have reached out to Mr [redacted] to advise him to contact an [redacted] expert to review his account As we do not guarantee results, he would have to have his account reviewedMr [redacted] has been provided with our direct contact information and we ask that he call us directly if he has any additional questions or concerns related to this matter [redacted] , a Web.com service [redacted] * [redacted] *** Regards, [redacted] Read More Customer Complaints: > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
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] [redacted]
[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/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 services for a total $ However, in Mr [redacted] 's complaint, he is requesting a refund totaling $ 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
[redacted] filed a complaint citing difficulties with billing related to his AccountThe billing/credit card issues caused additional technical problems with his email A member of the [redacted] left a voice message for Mr [redacted] on 8/ and sent an email Mr [redacted] responded to our email on 8/and we worked with him to address his billing concerns Mr [redacted] ’s email technical concerns were resolved by 8/ Mr [redacted] has been provided with our direct contact information and we ask that he contact our office if he has any additional concerns related to this matter
[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 year in July 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/and was removed from the Account 8/27/ 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
[redacted] *** filed a Complaint due to difficulties with Ignite Online Marketing services In her Complaint, Ms [redacted] cited that proper expectations regarding product performance were not set and requested a refund We worked with Ms [redacted] via email and a refund totaling $was issued 9/ A follow up email confirming the refund was sent along with direct contact information for a member of the [redacted] The experience Ms [redacted] described is under review and we ask that she contact our office directly with any additional questions or concerns regarding this matter
[redacted] ***l filed a complaint due to difficulties with billing for a shopping cart package and requested a refund A member of the [redacted] attempted to reach Mr [redacted] via telephone and email Mr [redacted] responded via email and we are currently working to resolve the issue Mr [redacted] has been provided with direct contact information for our office in case he has any additional concerns related to this matter
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 goodI 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.ethem 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.comIt isn't "made right" by finally getting out of my way after days of intentional interference with my rights to transfer outImagine a business stealing money from a customer, and then only returning it after being suedThey don't deserve a clean record, and neither does [redacted] If what they really care about is security, then they would implement two-factor authenticationHarassing its customers and not complying with their *** contract can't be considered securityNo, this isn't security, this is a misguided attempt at customer retentionstand in their way so much that they get frustrated and give up trying to leaveChange 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that once the refund has been deposited to my account, the resolution will be satisfactory to me Regards, [redacted] ***
[redacted] filed a Complaint after observing a pending charge from Web.com on her credit card In her Complaint, Ms [redacted] noted that the charge was unauthorized, cited difficulties with cancellation, and requested an investigation of the issue We attempted to reach Ms [redacted] by phone to apologize for the difficulties and address her concerns; however, she was not available, so voicemail messages were left for her A follow up email including contact information for a member of the [redacted] was sent We are willing to work with Ms [redacted] to review this matter fully and ask that she contact our office directly to proceed
[redacted] filed a Complaint citing that he had not received a [redacted] Pin In his Complaint, Mr [redacted] noted difficulties reaching Support to advise of the issue Mr [redacted] canceled services as a result and requested a full refund We spoke with Mr [redacted] 8/to apologize for the difficulties and address his concerns While Mr [redacted] may have been unable to activate the [redacted] Places portion of his services, other services included in the package have been rendered, including the website design and hosting As such, Mr [redacted] agreed to a partial refund totaling $as a Customer Service Gesture Refunds may take 7-business days to post A follow up email confirming the refund and including contact information for a member of the [redacted] was sentWe ask that Mr [redacted] contact our office directly with any additional questions regarding this matter
[redacted] filed a complaint due to difficulties with billing and had requested a refund A member of the [redacted] attempted to reach Ms [redacted] on 7/and 8/via telephone and email, a voicemail message was left We did not hear back from Ms [redacted] but did send another follow up email on 8/ to confirm the requested refund was issued on 8/ Direct contact information has been provided and we ask that Ms [redacted] contact us directly with additional questions or 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 meHowever 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 that she had been billed after cancellation in October In her Complaint, Ms [redacted] requested a refund totaling $ We spoke with Ms [redacted] to apologize for the difficulties and address her concerns Our review confirmed that Ms [redacted] called to cancel 10/29/ Some of the services were cancelled at that time per her request; however, some of the services remained active and continued to bill due to a technical issue We are actively working to address the issue and a refund for the unwanted charges assessed since 11/1/is being issued A follow up email confirming the refund and including contact information for the [redacted] was sent We ask that Ms [redacted] contact our office directly with any additional questions regarding this matter
[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/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/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 due to difficulties with the privacy setting on his domain name stating it was preventing him from transferring his domain name A member of the [redacted] attempted to reach Mr [redacted] on 8/via telephone and email Mr [redacted] responded via email and we advised that [redacted] works with a 3rd party vendor in order to manage .*** domain names Standards and procedures at [redacted] have become more stringent and the domain name is currently suspended with [redacted] We are actively working with directly our vendor, [redacted] as well as the [redacted] Registry in order to resolve the situation; however, there is no timeframe available at this timeWe will keep Mr [redacted] updated until the issue is resolved Mr [redacted] has our direct contact information and we ask that he contact us directly if he has any additional questions or concerns as we continue to work toward resolution
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because: Web.com's position as they keep stating, was they heavily relied on [redacted] 's recommendations to manage our account Our contracts are not with [redacted] , they are with Web.comWeb.com falsified reports overstating [redacted] Gross Sales on conversions each month for the past monthsThe reports (whether intentional or not ) were caused by a duplicate tracking code installed by Web.comThe tracking code has been acknowledged by [redacted] that it was installed by a Web.com employee in July Web.com claims [redacted] approved increase spends based on [redacted] recommendations, in the email below you will see the Web.com employee recommending we bump up the budgets and our response was as long as we get good conversion ratesIf Web.com did not falsify reports, and the reported gross sales were true, budget cuts would have been made and [redacted] would have saved an estimated 700K in excess budget spends [redacted] [redacted] via [redacted] 11/6/ to [redacted] Of course! Thanks! [redacted] ***s, a Web.com service Azalea Drive | Drums, PA Office: (888) 361-x| Fax: (570) 706- PLEASE NOTE, I will be out off the office from 11:30am Thursday 11/ until Monday 11/ From: ***[redacted] @ [redacted] [mailto:***[redacted] @ [redacted] ] On Behalf Of [redacted] Sent: Wednesday, November 06, 12:PM To: [redacted] Subject: Re: October EOM CSE Reports - ***USA Of course you can bump up the Budgets, But lets make sure we are maintaining good conversion rates Sincerely, [redacted] *** [redacted] Cell [redacted] www[redacted] www[redacted] On Wed, Nov 6, at 9:AM, [redacted] > wrote: Hello [redacted] , Attached are your end of month CSE reports for October Overall highlights: · Over 576k in revenue across sites · Highest revenue to date by over 5k for F2D · Overall number of orders are gaining momentum as we approach the holiday We definitely should try to bump the budgets for the shopping days that [redacted] has outlined on their calendar, but we may want to bump them for the holiday shopping season in general What do you think on this? Can we bump up the budget just for the next two months? Let us know what you’re willing to do Please let me know if you have any questions on the reports! Also, just wanted to share a great holiday shopping article: [redacted] Thanks, [redacted] ***s, a Web.com service [redacted] * [redacted] [redacted] ** *** [redacted] *** [redacted] PLEASE NOTE, I will be out off the office from 11:30am Thursday 11/ until Monday 11/ In addition, Web.com charged us for services for Blog Posts in June and never provided work on the accountThe refund for the June Blog posts have not been refunded either although promised in this email on 7/18/by [redacted] Web.com cannot be trusted to handle our marketing needs and are playing games to try and get us to sign off on any wrongdoing by using our $62K prepaid spend for the remaining as bargaining toolThis is not professional courtesy as they claim All contracts state they are prepaid months in advanceSee example of attached contract for language of prepay password to view is secure document is: [redacted] From: [redacted] Date: July 18, at 5:02:PM EDT To: "***[redacted] @ [redacted] " Cc: [redacted] > Subject: RE: [redacted] - June CSE Report Hello ***, Just a brief update to acknowledge receipt of your requests: Refund of Ad Spend a This is being reviewed No Blog posts on blog[redacted] a The blog posts were indeed written, but were not uploaded to the blogWe can supply the blog posts to you or upload them to the blog, scheduling the posts at a rate of two posts per weekWe acknowledge that the blog posts should have been uploaded to the blog as well as having been written, and we will absolutely provide a refund for the lack of uploading the written posts to the blog Tracking code from [redacted] was present on [redacted] *** a We reviewed the store confirmation pages and did not find the codeI assume you’ve had this fixedI cannot explain why this occurredI can only apologize for what appears to have been a mistake during installation of *** Ad code Links to your redesign PSD Files: [redacted] We will be in touch again on Monday Thank you, [redacted] Regards, [redacted]
As previously stated, [redacted] filed a Complaint citing a service decline in the last 12 months and alleging that [redacted] ***s, a Web.com company (hereinafter referred to as “Web.com”), falsely reported conversions on Product Listing Ads (PLAs), which resulted in his organization investing in additional spend in excess of $700,000. Mr. [redacted] requested a refund, noting that he would not sign a Release Agreement. We have reviewed the experience described by Mr. [redacted] . We noted that with his account, we leveraged [redacted] expertise heavily in configuring and optimizing his services to obtain the best performance we could. Mr. [redacted] provided direction to increase his budget based on [redacted] ’s analysis, which appears to have been incorrect. At all times, we complied with our agreement with Mr. [redacted] 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. [redacted] 's Complaint. Our position has not changed and this case remains open at an Executive Level, however several points should be noted. First of all there was absolutely no “falsification” of reports, and to allege otherwise is completely disingenuous. The reporting reflected the output of the related [redacted] accounts to which Mr. [redacted] also had access, and Mr. [redacted] made his own decisions as to how much money he wanted to spend with [redacted] . To reiterate, Mr. [redacted] is demanding $700,000 that was spent with [redacted] , not Web.com, so to demand the “refund” from Web.com in this matter is unfair and unreasonable, especially since those funds were spent on [redacted] marketing services that were actually delivered and that Mr. [redacted] benefitted from. To refund any such fees simply because Mr. [redacted] has decided he did not get the desired result would unjustly enrich Mr. [redacted] and his business. Moreover, Web.com was not responsible for managing Mr. [redacted] ’s financials in any way and did not have access to his company’s books and records, and if there was a discrepancy between the [redacted] reporting and the company’s actual financial performance, Web.com would not have been in a position to identify those issues and instead relied on Mr. [redacted] himself. When Mr. [redacted] did express concerns that the numbers were not consistent, Web.com confirmed with [redacted] that they felt their reporting was accurate, whereby Mr. [redacted] relied on those representations from [redacted] to select his advertising spend that he is now trying to get back from Web.com. Mr. [redacted] also makes the point that the contract at issue is with Web.com and not [redacted] . To that end, it should be noted that the applicable contracts with Web.com stipulate as follows: “Client acknowledges and agrees that any kind of marketing can be unpredictable and the results can be very difficult to measure, and that [Web.com] makes no representations and/or guarantees of any kind as to the actual additional revenue to be generated through Client’s use of the Services hereunder. Client further acknowledges and agrees that all fees to be paid to [Web.com] under this Agreement are non-refundable.” The contracts further stipulate the following: “NO REPRESENTATION OR WARRANTY MADE UNDER THIS AGREEMENT (OR IN ANY AGREEMENT OR TERMS LINKED HEREFROM) APPLIES TO THE EFFECT OF ANY CONDITION OUTSIDE THE REASONABLE CONTROL OF [redacted] ***S, INCLUDING WITHOUT LIMITATION ANY (I) FAILURE IN TELECOMMUNICATIONS, (II) FAILURE BY CLIENT TO COMPLY WITH THIS AGREEMENT, OR (III) CONDITION IN, OR COMBINATION OF ANY SERVICE, SOFTWARE, HARDWARE, SYSTEM, EQUIPMENT, PROCESS, DATA OR INFORMATION USED OR PROVIDED BY ANY THIRD PARTY.” Therefore, per the contracts it is clear that Web.com is not responsible for any performance-related issues related to the services, especially when the performance is difficult to measure or when such issues originated within a third-party system. Moreover, regardless of any error in the reporting Mr. [redacted] is not entitled to a refund of any fees paid to Web.com because, along with the other points outlined above, the fees at issue were not ultimately paid to Web.com and Mr. [redacted] also received significant value from those amounts paid. In light of the foregoing, it is apparent that Web.com has adhered to all obligations and requirements in this matter, contractual or otherwise, and any refund of Mr. [redacted] ’s [redacted] advertising spend is clearly unwarranted, and as such we would kindly request that the matter be closed with the BBB at this time.
[redacted] filed a Complaint citing a service decline in the last months and alleging that [redacted] ***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, Mr [redacted] requested a refund, noting that he would not sign a Release Agreement We have reviewed the experience described by Mr [redacted] We noted that with his account, we leveraged [redacted] expertise heavily in configuring and optimizing his services to obtain the best performance we could Mr [redacted] provided direction to increase his budget based on [redacted] ’s analysis At all times, we complied with our agreement with Mr [redacted] 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 [redacted] 's Complaint This case remains open at an Executive Level
Mr [redacted] filed a rejection to our response citing dissatisfaction with security and domain transfer processes A member of our [redacted] followed up with Mr [redacted] via email with regard to his Revdex.com rejection response We have explained that existing processes and policies are designed to protect Account Holders from fraudulent attempts to obtain domain names The security protocol, which is in compliance with ***’s Inter-Registrar Transfer Policy, is not intended to negatively impact or prevent any Customer from transferring a domain to another Registrar letter domains, as in Mr [redacted] ’s case, are deemed to be high value and thus are commonly targeted by fraudsters, so security measures are employed to protect these domains from potential hijacking We do constantly strive to maintain a balance between being user-friendly and ensuring the highest level of security for all of our Customers’ domain names With that said, Mr [redacted] ’s feedback/recommendations regarding these security measures will be considered for future updates to procedures Direct contact information for a member of the [redacted] was provided to Mr [redacted] and we ask that he contact our office directly with any additional questions or concerns regarding this matter
Complaint: [redacted] I am rejecting this response because of the following reason:Network Feedback & Complaint for Warning Messages played by [redacted] after Images Updation in [Home] & [Buy] Pages in [redacted] Dear Manager / Reviewer, I took the review comments from [redacted] *** & [redacted] ***As a matter of fact, [redacted] organizations in [redacted] charge very highly and I cannot afford the sameSo I am requesting [redacted] to please check the issue and take some actionsRegards [redacted] http:// [redacted] / [redacted] https:// [redacted] /***[redacted] .5https:// [redacted] / [redacted] Skype: [redacted] [redacted] [redacted] , [redacted] *** *** Dear [redacted] : This message is in regard to your complaint submitted on 12/8/5:47:AM against Web.com Group Inc Your complaint was assigned ID [redacted] The business has sent the Revdex.com a message regarding this complaint, and we are passing it on to you The contents of this message are below or attached All responses will be copied to the companyPlease respond within days from the date of this letter or the complaint will be closed as assumed resolved Regards, [redacted] *** [redacted] MESSAGE FROM BUSINESS: Dear Revdex.com, [redacted] filed a complaint citing [redacted] difficultiesI have reached out to Mr [redacted] to advise him to contact an [redacted] expert to review his account As we do not guarantee results, he would have to have his account reviewedMr [redacted] has been provided with our direct contact information and we ask that he call us directly if he has any additional questions or concerns related to this matter [redacted] , a Web.com service [redacted] * [redacted] *** Regards, [redacted] Read More Customer Complaints: > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
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] [redacted]
[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/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 services for a total $ However, in Mr [redacted] 's complaint, he is requesting a refund totaling $ 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
[redacted] filed a complaint citing difficulties with billing related to his AccountThe billing/credit card issues caused additional technical problems with his email A member of the [redacted] left a voice message for Mr [redacted] on 8/ and sent an email Mr [redacted] responded to our email on 8/and we worked with him to address his billing concerns Mr [redacted] ’s email technical concerns were resolved by 8/ Mr [redacted] has been provided with our direct contact information and we ask that he contact our office if he has any additional concerns related to this matter