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WP Engine, Inc.

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WP Engine, Inc. Reviews (9)

***, I am In-house Counsel for WP Engine Thank you for your note below I have reviewed the attached complaint and investigated the matter on our end We do not have a record of the charge complained of We advise the consumer to file the chargeback with his
credit card issuer and get a refund We also recommend that, if he has seen evidence of fraudulent activity on his card, he cancel it and get a new one We are very sorry for the inconvenience this consumer experienced but it does not appear to have originated with WP Engine Kind regards, *** *** *** *** In House Counsel wpengine.com E: *** M: ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***
I have screen shots of the credit card charge

Revdex.com,
Thank you very much for forwarding the complaint received by your office from *** *** at the United States of Hope, WP Engine provides managed Wordpress web hosting servicesUnited States of Hope ("USOH") was a WP Engine customer from November 2, to February 26, Payments for the services provided by WP Engine were due monthly in advance of service, charged to the credit card provided in USOH's customer portalI have enclosed a copy of USOH's full billing history, showing that payments were regularly late or missed due to insufficient funds on the card providedWP Engine worked with USOH during this time to provide notice of late payments and offer refunds and creditsOn January 30, 2016, *** *** of USOH entered her credit card information in the customer portalOn January 31, 2016, her card was charged for the late payment due January 1, On February 1, 2016, Ms*** sent an email to WP Engine's billing team informing them that she had entered her credit card information in the customer portal and would like her card charged for this one paymentOur billing team replied, informing Ms*** that the January payment had been charged but USOH's February payment was now dueOur billing team asked Ms*** to confirm whether the February charge could be made to her card, and Ms*** stated that she would help with the "one-time payment" but that all future charges were to be paid by USOH's named accountholderSince one charge had already been made to Ms***'s card, our billing team asked Ms*** to clarify whether she authorized a second paymentMs*** did not respondOur billing team explained to USOH that a confirmation was required to charge Ms***'s card a second time or a new card could be entered into the customer portal, but the account would be disabled due to non-payment if a valid form of payment was not received by February 15, On February 16, 2016, USOH's website was disabled due to nonpaymentA note was sent to USOH informing them that the website would be canceled if payment was not received on February 26, No valid form of payment was provided during this time. The services provided by WP Engine are governed by our Terms of Service, which may be found here: ***
The Terms of Service state the following with regards to late payments:
"If you do not pay on time, we may suspend or terminate the Services and terminate this AgreementIn addition, Third Party Services may be forfeitedWe may also send you to collections, and add to the Fees any charges associated with collecting unpaid FeesIf the Services are suspended because we do not receive payment, we will preserve Customer Content (defined below) in accordance with our backup processes and proceduresAfter that time the Customer Content will be deleted."
WP Engine exercised its right to terminate services on February 26, 2016, due to the nonpayment of the February 1, invoice and USOH's history of delinquent paymentsA backup copy of USOH's website was retained for one month, in accordance with WP Engine's Terms of ServiceWP Engine provided the contracted services consistently between November 2, and February 26, 2016, with the exception of three account suspensions between January and February due to payments overdue by more than daysIn each of these instances, WP Engine informed USOH of the delinquency and provided instructions to USOH for updating their credit card information before suspending servicesIn each of these instances, the service was restored when USOH provided valid credit card information and their overdue payments were processedSincerely,
*** ***
General Counsel

Revdex.com, 
Thank you very much for forwarding the complaint received by...

your office from [redacted] at the United States of Hope, WP Engine provides managed Wordpress web hosting services. United States of Hope ("USOH") was a WP Engine customer from November 2, 2013 to February 26, 2016. Payments for the services provided by WP Engine were due monthly in advance of service, charged to the credit card provided in USOH's customer portal. I have enclosed a copy of USOH's full billing history, showing that payments were regularly late or missed due to insufficient funds on the card provided. WP Engine worked with USOH during this time to provide notice of late payments and offer refunds and credits. On January 30, 2016, Desiree Thomas of USOH entered her credit card information in the customer portal. On January 31, 2016, her card was charged for the late payment due January 1, 2016. On February 1, 2016, [redacted] sent an email to WP Engine's billing team informing them that she had entered her credit card information in the customer portal and would like her card charged for this one payment. Our billing team replied, informing [redacted] that the January payment had been charged but USOH's February payment was now due. Our billing team asked [redacted] to confirm whether the February charge could be made to her card, and [redacted] stated that she would help with the "one-time payment" but that all future charges were to be paid by USOH's named accountholder. Since one charge had already been made to [redacted] card, our billing team asked [redacted] to clarify whether she authorized a second payment. [redacted] did not respond. Our billing team explained to USOH that a confirmation was required to charge [redacted] card a second time or a new card could be entered into the customer portal, but the account would be disabled due to non-payment if a valid form of payment was not received by February 15, 2016. On February 16, 2016, USOH's website was disabled due to nonpayment. A note was sent to USOH informing them that the website would be canceled if payment was not received on February 26, 2016. No valid form of payment was provided during this time. The services provided by WP Engine are governed by our Terms of Service, which may be found here: https://wpenqine.comiterms-of-servicei.
The Terms of Service state the following with regards to late payments:
"If you do not pay on time, we may suspend or terminate the Services and terminate this Agreement. In addition, Third Party Services may be forfeited. We may also send you to collections, and add to the Fees any charges associated with collecting unpaid Fees. If the Services are suspended because we do not receive payment, we will preserve Customer Content (defined below) in accordance with our normal backup processes and procedures. After that time the Customer Content will be deleted."
WP Engine exercised its right to terminate services on February 26, 2016, due to the nonpayment of the February 1, 2016 invoice and USOH's history of delinquent payments. A backup copy of USOH's website was retained for one month, in accordance with WP Engine's Terms of Service.
WP Engine provided the contracted services consistently between November 2, 2013 and February 26, 2016, with the exception of three account suspensions between January 2015 and February 2016 due to payments overdue by more than 15 days. In each of these instances, WP Engine informed USOH of the delinquency and provided instructions to USOH for updating their credit card information before suspending services. In each of these instances, the service was restored when USOH provided valid credit card information and their overdue payments were processed.
Sincerely,
[redacted]
General Counsel

Revdex.com, Thank you very much for forwarding the complaint received by your office from [redacted] at the United States of Hope, WP Engine provides managed Wordpress web hosting services. United States of Hope ("USOH") was a WP Engine customer from November 2, 2013 to February 26, 2016....

Payments for the services provided by WP Engine were due monthly in advance of service, charged to the credit card provided in USOH's customer portal. I have enclosed a copy of USOH's full billing history, showing that payments were regularly late or missed due to insufficient funds on the card provided. WP Engine worked with USOH during this time to provide notice of late payments and offer refunds and credits. On January 30, 2016, Desiree Thomas of USOH entered her credit card information in the customer portal. On January 31, 2016, her card was charged for the late payment due January 1, 2016. On February 1, 2016, [redacted] sent an email to WP Engine's billing team informing them that she had entered her credit card information in the customer portal and would like her card charged for this one payment. Our billing team replied, informing [redacted] that the January payment had been charged but USOH's February payment was now due. Our billing team asked [redacted] to confirm whether the February charge could be made to her card, and [redacted] stated that she would help with the "one-time payment" but that all future charges were to be paid by USOH's named accountholder. Since one charge had already been made to [redacted] card, our billing team asked [redacted] to clarify whether she authorized a second payment. [redacted] did not respond. Our billing team explained to USOH that a confirmation was required to charge [redacted] card a second time or a new card could be entered into the customer portal, but the account would be disabled due to non-payment if a valid form of payment was not received by February 15, 2016. On February 16, 2016, USOH's website was disabled due to nonpayment. A note was sent to USOH informing them that the website would be canceled if payment was not received on February 26, 2016. No valid form of payment was provided during this time. The services provided by WP Engine are governed by our Terms of Service, which may be found here: https://wpenqine.comiterms-of-servicei.The Terms of Service state the following with regards to late payments:"If you do not pay on time, we may suspend or terminate the Services and terminate this Agreement. In addition, Third Party Services may be forfeited. We may also send you to collections, and add to the Fees any charges associated with collecting unpaid Fees. If the Services are suspended because we do not receive payment, we will preserve Customer Content (defined below) in accordance with our normal backup processes and procedures. After that time the Customer Content will be deleted."WP Engine exercised its right to terminate services on February 26, 2016, due to the nonpayment of the February 1, 2016 invoice and USOH's history of delinquent payments. A backup copy of USOH's website was retained for one month, in accordance with WP Engine's Terms of Service.WP Engine provided the contracted services consistently between November 2, 2013 and February 26, 2016, with the exception of three account suspensions between January 2015 and February 2016 due to payments overdue by more than 15 days. In each of these instances, WP Engine informed USOH of the delinquency and provided instructions to USOH for updating their credit card information before suspending services. In each of these instances, the service was restored when USOH provided valid credit card information and their overdue payments were processed.Sincerely,[redacted]General Counsel

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] i have screen shots of the credit card charge.

Revdex.com, Thank you very much for forwarding the complaint received by your office from [redacted] at the United States of Hope, WP Engine provides managed Wordpress web hosting services. United States of Hope ("USOH") was a WP Engine customer from November 2, 2013 to February 26, 2016. Payments for the services provided by WP Engine were due monthly in advance of service, charged to the credit card provided in USOH's customer portal. I have enclosed a copy of USOH's full billing history, showing that payments were regularly late or missed due to insufficient funds on the card provided. WP Engine worked with USOH during this time to provide notice of late payments and offer refunds and credits. On January 30, 2016, [redacted] of USOH entered her credit card information in the customer portal. On January 31, 2016, her card was charged for the late payment due January 1, 2016. On February 1, 2016, Ms. [redacted] sent an email to WP Engine's billing team informing them that she had entered her credit card information in the customer portal and would like her card charged for this one payment. Our billing team replied, informing Ms. [redacted] that the January payment had been charged but USOH's February payment was now due. Our billing team asked Ms. [redacted] to confirm whether the February charge could be made to her card, and Ms. [redacted] stated that she would help with the "one-time payment" but that all future charges were to be paid by USOH's named accountholder. Since one charge had already been made to Ms. [redacted]'s card, our billing team asked Ms. [redacted] to clarify whether she authorized a second payment. Ms. [redacted] did not respond. Our billing team explained to USOH that a confirmation was required to charge Ms. [redacted]'s card a second time or a new card could be entered into the customer portal, but the account would be disabled due to non-payment if a valid form of payment was not received by February 15, 2016. On February 16, 2016, USOH's website was disabled due to nonpayment. A note was sent to USOH informing them that the website would be canceled if payment was not received on February 26, 2016. No valid form of payment was provided during this time. The services provided by WP Engine are governed by our Terms of Service, which may be found here: [redacted]The Terms of Service state the following with regards to late payments:"If you do not pay on time, we may suspend or terminate the Services and terminate this Agreement. In addition, Third Party Services may be forfeited. We may also send you to collections, and add to the Fees any charges associated with collecting unpaid Fees. If the Services are suspended because we do not receive payment, we will preserve Customer Content (defined below) in accordance with our normal backup processes and procedures. After that time the Customer Content will be deleted."WP Engine exercised its right to terminate services on February 26, 2016, due to the nonpayment of the February 1, 2016 invoice and USOH's history of delinquent payments. A backup copy of USOH's website was retained for one month, in accordance with WP Engine's Terms of Service.WP Engine provided the contracted services consistently between November 2, 2013 and February 26, 2016, with the exception of three account suspensions between January 2015 and February 2016 due to payments overdue by more than 15 days. In each of these instances, WP Engine informed USOH of the delinquency and provided instructions to USOH for updating their credit card information before suspending services. In each of these instances, the service was restored when USOH provided valid credit card information and their overdue payments were processed.Sincerely,[redacted]General Counsel

[redacted], I am In-house Counsel for WP Engine.  Thank you for your note below.  I have reviewed the attached complaint and investigated the matter on our end.  We do not have a record of the charge complained of.  We advise the consumer to file the chargeback with his credit card...

issuer and get a refund.  We also recommend that, if he has seen evidence of fraudulent activity on his card, he cancel it and get a new one.   We are very sorry for the inconvenience this consumer experienced but it does not appear to have originated with WP Engine.  Kind regards,   [redacted]. [redacted] In House Counsel wpengine.com E: [redacted] M: [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.
 WP Engine has reversed the charges, finally. You may disregard my complaint. Stephen J Waller
class=""> 
Regards, [redacted]

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Address: 504 Lavaca St Ste 1000, Austin, Texas, United States, 78701-2857

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