The Endurance International Group

Our records indicate this customer had established service with our company on 7/12/2014, and paid $for a one year hosting service packageAccount services were canceled on 8/29/2014, and a prorated refund of $was issued back to the customer’s credit cardAs a gesture of good faith, we have now processed the remaining refund of $back to the customer With regards to the initial issue this customer experienced, it appears they were intending to utilize our shared platform for mass storage, along with the building of a large websiteIn short, the customer had uploaded nearly GB of content, which more than likely would have been the root cause to the customer’s [redacted] related issuePlease understand our expected average for hosting space on the shared platform is GB or lessIf a customer were to require more than GB of hosting space, we highly recommend a VPS, or Virtual Private Server, or a dedicated server in this particular caseUltimately the customer was attempting to upload much more volume of content than what our shared platform was built for; therefore it would appear that we were not the most appropriate solution for this particular customer’s hosting needs

Our Corporate Support Team worked with this customer to resolve their website publishing issuesOur Network Operations personnel had to reach out to our external third party application developers as there was an issue externally causing this customer’s website to not properly publishWe have made sure this customer was successfully able to publish on their end, and as a gesture of good faith, we have issued a one month hosting credit due to the inconvenience caused

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below First of all, your "apology" means nothingHow can you apologize about how I feel? You should be apologizing that you all screwed upThat would be a real corporate apologyAnd it should not have a bunch of caveats either like virtually everything you have said thus farI have yet to hear "Mr***, we were wrong and we apologize" and THAT'S ITIt should be simple and to the point although at this point, it will be non-authentic because you would be only doing it because I mentioned it and not because you know your firm was clearly in the wrong.You all let him have access to MY property and you are refusing to acknowledge thisBy your own words, there is a verification process for all accountsHe failed the processThat should have ended the matterYou cannot call [redacted] and say you want to make changes on MY account and then fail verification and then make the changesThey will not allow itA simple check of who.is would have shown that I am the ownerThere are multiple ways to verify ownership and Netfirms chose not to do the right thingThat's Netfirms' fault, not mine.I am waiting on the [redacted] to get back in touch with me, but someone is going to pay, and it will most like be you allThe purpose of court is to make a party whole againBefore this happened, I was +$After dealing with you all, getting evidence to prove my point to YOU ALL, I am now -$Netfirms will be paying meMy complaint to the Revdex.com has not been closed out yet at this timeIf I did not have to deal with you, I would not have lost the money, period.Please don't reply if you are going to give me a bunch of excuses or caveatsI am sick of your excuses and caveatsI don't care how good you think Netfirms is, other consumers do not and that is a fact.Regards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below There is no evidence any such bandwidth abuse having occurred, so no I have not identified any IP#s over using my site, the only abuse in question is from iPower staff in suspending my accountThat is the issue, so apologize and reinstate without conditions Regards, [redacted]

Our records indicate the account was created September 30, under a [redacted] Promotion called “America Get Your Business Online” The account is typically free for a year and we provide seminars all over the country to get this campaign started for customersThe account was created by the customer versus fraudulently being created; she had registered a domain name [redacted] .com associated with this accountWe did close the account for her and as a courtesy issued a refund of $

Ipower has confirmed throughmultiple browsers that this customer’s website is functioning properly with noissuesFurthermore, as per our initial response we have unsuspended this customer’saccount, and have restored all system services back to the customerAs forevidence of excessive bandwidth usage, we have included below the impacting linksthat had initially caused this issue: [redacted] The above informationincludes specific IP addresses that had been the root causeWe would once moreencourage this customer to block these IPs if they have not done so alreadyWe sincerely apologize forany confusion this situation may have caused

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

RevDex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] . Please add your rejection comments below. I am not seeing any response, nor have I "identified" any problems, spikes with the logs provided to me. If company has any evidence then provide it. Regards, [redacted]

We sincerely apologize this customer feels this way towards our recentattempt for an immediate reach out addressing their billing concernWithin ouremail dated Jul 19, 11:AM EDT, we had included the direct phone numberof [redacted] , to our Corporate Support teamThis customer may contact us atany time via this number as our team will be glad to discuss this matter furtherduring the respective business hoursAt the time of contact, our team hadreached a voicemail and therefore simply left a message providing our normalbusiness hoursIf our team was able to connect with this customer via phone,we would most certainly have been able to address their concerns at that timeThis customer may also provide a day and a time that would be convenient forour team to make a phone contactOur respective domain pricing is in alignment with our Registrar partners, aswell as in accordance with ICANN regulations as we are an ICANN accreditedDomain Registration Service ProviderUnfortunately our domain pricing is non-negotiable,and should this customer transfer their domain service to an alterna5tiveRegistration Service Provider due to pricing, we would be glad to helpfacilitate this processUnfortunately we will refer this customer to our initial position, we willbe glad to issue a refund of the $as they had requested for the recentdomain renewal; however we would take ownership of the domain at that pointPleaseunderstand as per our Billing Agreement, our system will start to pre-charge servicerenewals approximately days prior to the physical renewalThis is done tohelp identify any potential errors in billing so that we can make anappropriate contact to the customer, as well as prevent a stoppage in servicedue to potential billing errors that may occur.If it is not a customer’s intention to renew with our company, we would encouragethat a transfer to be initiated no later than days prior to the servicerenewalUnfortunately once a domain has been registered or renewed, thisprocess cannot be reversed which is why this particular service is generallynon refundableThis also should help explain why we would take ownership of adomain if a customer chooses to not pay for the respective renewal once thedomain has been renewed It should also be acknowledged that we are under no obligation to provideservice renewal reminders to customers with respect to their domainWe arehowever required by law required to post upcoming renewals no later than 24hours prior to the service renewalOn our system this is actually accommodatedthrough the BillingCentral interface of the customer’s control panelIt isultimately the responsibility of the customer to manage and maintain allaspects of their domain service renewalsIf an issue should arise with respectto the domain renewal, our teams are here 24/to assist

The right hand doesn't even know what the left hand is doing over there On 9/2/2014, the enabled the function (that they have always had) called "Schedular" [sic.] services and we were able to edit the [redacted] ***s The volume of lies that came out to me in e-mail is unbelievable At all times, it was possible to edit [redacted] ***s, they just failed to enable the service I can't stand liars! Regards, [redacted] ***

Our Corporate Support Team is currently working with this customer toresolve their billing concernsWe have reached out to this customer via phoneand left a message, along with sending a follow up email outlining thissituation in more detailOur records indicate this customer was charged $ for the Domain Privacyfeature on 7/9/Our records also show that a full refund of $wasprocessed that very same dayPlease allow to business days for this refundto be fully processed back to this customerWe have since made sure that theprivacy feature has been disabled for the domain, and have removed this featurefrom this customer’s account, ensuring that they will not be billed for thisfeature in the futureWe were able to locate in the account notes, on06/23/3:PM this customer had disabled this feature within the controlpanel, unfortunately this does not actively cancel the product, which wouldexplain the recent renewalThe customer would need to notify us if they wishto cancel their Domain Privacy serviceWith regards to the domain renewal, please understand that the initial planwith Startlogic had included one (1) free domain creditThis credit couldeither be applied towards a new domain registration for one year, or thiscredit could be applied towards the transfer of an existing domain into ourregistry, which would also extend out the life of the domain by one year.Unfortunately we do not offer a domain for life feature, meaning that the domainwould renew for the life of the hosting accountFor further clarification, we direct this customer to our DomainRegistration Agreement, which is attached to our Terms of ServiceThisagreement can be found by visitinghttp://www.startlogic.com/legal/legal_domain.bml.Looking specifically at the account logs, we do acknowledge this customer initiallyset the domain to renew manually as seen in the below time stamp:06/23/3:PM [redacted] domain set to renew Manually fromdomain console We do also see that the domain was very quickly set back to automaticallyrenew as seen in the below capture:06/23/3:PM [redacted] domain set to renew Automaticallyfrom domain console Realistically, this would explain why the domain had renewed on 7/for theamount of $At this point, we would be glad to issue a full refund of$back to this customer, however please note if we do this, we would needto take possession of 125cs.comThis is not a situation where we can issue arefund and still allow this customer to keep possession of the domainThis customermay take some time to decide and then follow up with us providing their decision.Lastly, please refer to Section 4, Sub-Sections C and D, from the aboveTerms of Service link, which refer to chargebacks being filed against our organizationin such mattersFor ease of reference, we have included this documentationbelow: CCredit card charge-backs for domain registrationsIn the event of acharge-back to StartLogic by the credit card company (or similar action byanother payment provider used by us) for the credit card used in connectionwith the payment of the registration or other fee, you agree and acknowledgethat the domain registration shall be transferred to StartLogic, as the payingentity for that registration to the registry(ies) and that we reserve allrights regarding such domain including, without limitation, the right to makethe domain available to other parties for purchaseStartLogic also reservesthe right to lock your account and the remainder of your domains until wereceive your payment of any administrative fees and/or chargeback fees in theamount of $In StartLogic's sole discretion, we may reinstate your domainregistration, subject to StartLogic's receipt of the registration fee and anyadministrative and/or chargeback fees described above.DCredit card charge-backs for non-domain registration servicesIn theevent of a charge-back by the credit card company (or similar action by anotherpayment provider) for the credit card used in connection with the payment of anon-domain registration fee, you agree and acknowledge that service shall notinitiate or will be discontinued, if previously in use, and any informationmaintained by the service may be deleted along with your account and theremainder of your services being locked until we receive your payment of anyadministrative fees and/or chargeback fees in the amount of $InStartLogic's sole discretion, we may reinstate your services, subject toStartLogic's receipt of the non-domain registration fee and any administrativeand/or chargeback fees described aboveFor future reference, any previous and future billing transactions may beaccessed at any time by simply logging into the control panel, and accessingthe BillingCentral icon within the Account Information section Unfortunately no compensation for the hostingservice will be provided, especially since this matter does not concern thehosting service componentAs indicated within this customer’s complaint, thisis a misunderstanding regarding the domain renewal service and related privacyfeature renewal