Hello

3 months ago I did a mistake and signed up for a reseller account with valuablehost.com (Impaq Computers).

Because of horrible technical support and long delay to support requests (my emergency support email was replied after 20 hours) I cancelled my account the day after I signed up.

I emailed them back that I want to cancell my account and get back my money according their refund policy (I did not used even 1M of their bandwidth).

From that time I have sent more than 10 emails to them asking them to stop charging my card and issue a refund to those charges but today I received another charge on my card.(this is 4th charge total : $100)

Look at the emails:


Hello

This is Mac from Webkar Web Solutions.

1- Yesterday we registered with you for a reseller account. In registrationcomment section we asked you to set our nameservers as "ns1.webkar.net and ns2.webkar.net" but after setup I realized that your technical person has setup it as "ns.webkar.net and ns1.webkar.net" while we have some customers on those DNS servers and we wanted to move them to your servers. I am going to change nameservers to original ones and cancel the move as sites are going down very soon. We have decided to cancel our move to your services for below reasons.

Anyway I submitted a ticket and it is open after 15 hours yet and now that I checked, your site was down.

2- I submitted a question to forums and there is no reply after about 20 hours.

3- I wanted to move from mchost to your company while their average response time is 5 hours. It seems I will not be able to give a good service to my customers with this kind of support.

****
Please cancel the account "webkar" and issue a refund for us. We have been here for less than 48 hours and we have not used our service yet (Your policy is refund for less than 30% usage of transfer).

AuthCode: T13040
AVSCode: S
TransID: 268237899
****

Regards,
Mac
Webkar Web Solutions


After receiving second bill:


Hello

Just wanted to say that I have cancelled that account at the same day and I have not used it even 1 day.

Something more, if you have billed me or you are going to bill me , be advised that I will be forced to ask my bank to issue a charge back for every billing received by your company.

Regards,
Mac




Hello

As I said before I have cancelled the service 1 day after signup.

As you have billed me even after I asked you to cancel it, I will have no way but to ask my bank to issue a charge back to all charges received from your company if you do not issue a refund for all of them.

I will do this in 3 days from now so please do the refund before that.

Regards,
Mac


After receiving 3rd bill:


Hello

I had informed you that I have cancelled my hosting account within 1st day from start of the service. It is your policy (as stated on your website) to issue refund to accounts if not satisfied and if they have not used the account (less than %30...).

You have billed my credit card 2 times until now and you have not replied any of my 3 emails concerning it.

If you do not respond to my email and issue refund to all of charges you have made to my credit card within 3 days from now I will fax the complaint I have prepared to my bank to request a charge back for those charges.

I am looking forward to here from you as soon as possible.

Regards,
Siamak Sarmady (Mac)
Webkar Web Solutions



Their only response after all these emails:


Sorry like we told you before we are researching the error, we however do not have record of you closing your account on the same day.




And finally today I emailed this:


Hello

I have sent several emails until now that I have cancelled my account with
you on the first day I ordered it but you have billed me three times until
now.

1- I just faxed charge back request to my bank. They had asked me to wait and see if you will charge me again and they will issue a charge back for all 3 orders

2- I will go to WHT and everywhere I can and post about your horrible service and business.

3- I will also report your fraud to everywhere else I can.

Thats finished.
Mac
Webkar Web Solutions



I am waiting for someone from valuablehosting to reply this. Also I am looking for WHT people comments and help



Regards
Mac,
Webkar Web Solutions

dam man, that sux, hope you get all your money back.

If I were you I would go to the Better Business Bureau at www.bbb.org and file a complaint.

i would contact your bank and request a chargeback seeing they are still charging your card and won't issue a refund.

Originally posted by bruce1234at
i would contact your bank and request a chargeback seeing they are still charging your card and won't issue a refund.


1- I just faxed charge back request to my bank. They had asked me to wait and see if you will charge me again and they will issue a charge back for all 3 orders


:rolleyes:

This really really sux. This is a money(creditcard) issue and they did not seem to take the matter seriously.

I am experiencing the same nightmare with RackVillage.

You can read my horror story by going here:
http://www.webhostingtalk.com/showthread.php?s=&threadid=51641

WHT should start a horror story section.

:rolleyes:

heheh WHT Urban Legends

.....and then they decided to leave the unlimited-bandwidht-host who had a hook instead of his left hand and therefore couldnt re-boot the servers, but he didnt like the idea....

I agree, but i think it may be more effective as far as making the situation public if it is in the general forum.

Story continues yet.

While I received below email from them 12 hours ago:


Your account is now closed. We will refund your money, please accept our apologies for our oversite.


and this from their helpdesk:


(Rik Thomas)
-----------------------------------------------
Time: 26-5-2002-12:46
: We have refunded your money



I Just received below two billing messages just 1 hour ago again:


Hello Siamak Sarmady,


Here are the details of your invoice:

Package QTY Start Date Renew Date Next Renewal PayPeriod Price Setup Discount Total
Valuable Reseller Special 1 1/02: webkar.net 1 2002/03/25 2002/05/25 2002/06/25 1 $25.00 $0.00 $0.00 $25.00
Sub-Total: $25.00
(Credit): $0.00
Total Due: $25.00

This is a notice that your invoice 605 has been generated for services by Impaq Computer Corp. on 2002/05/25.
Total Due: $25.00
Due Date: 2002/06/09
Please make payment at https://www.cobalt-hosting.com/billing/makepayment.php
Your payment type is: CC Batch
We will process your credit card, MasterCard-0715 shortly.

For future reference you can make payment here:
https://www.cobalt-hosting.com/billing/makepayment.php
You may login to view your invoice online here:
http://www.cobalt-hosting.com/billing/
Thank you,
Billing Dept.
http://www.valuablehost.com



Valuable Billing Team
http://www.ValuableHost.com

[2.03:T2]



and this one



Hello Siamak Sarmady,

Here are the details of your invoice:

Package QTY Start Date Renew Date Next Renewal PayPeriod Price Setup Discount Total
Valuable Reseller Special 1 1/02: webkar.net 1 2002/03/25 2002/05/25 2002/06/25 1 $25.00 $0.00 $0.00 $25.00
Sub-Total: $25.00
(Credit): $0.00
Total Due: $25.00

2002/05/25
You invoice 605 in the amount of $25.00 has been processed and approved.
Transaction ID: 288921740

Please make payment at https://www.cobalt-hosting.com/billing/makepayment.php
Thank you,
Billing Dept.
http://www.cobalt-hosting.com



Valuable Billing Team
http://www.ValuableHost.com

[2.03:T2]







Mac

The owner of valuablehost is "Rick Tomas" with the ID "smartbackups" here but it seems he prefers not to reply this thread.

Any ideas?

By the way I have never requested a charge back for anyone. This is my first time.

Yet waiting to see if Rick wants to reply.


Mac

Have you bothered to check your credit card statement? Before coming here and airing out your problems with which there are none, as we admitted to our mistake and PROMPTLY refunded your money.

Please check with your credit card company and report back here striaght away and tell everyone what you find please. :)

I think all of our customers will attest that we don't take their money for services not provided. We have a very happy and loyal following.

BTW, in the USA it is a National Holiday weekend. Memorial Day weekend, me being a veteran it is one that I take very seriously as some of the men I served with have died in the last 10 months or so in action. Please forgive my not watching such important things as WHT. I did however pay attention to my support tickets and promptly and politely took care of my business.

Have a blessed weekend everyone.

Hello

I just received an email from admin email box of valuablehost.


Sir, like I have said previously we have refunded all of your money. It is obvious that you are ignoring your e-mails.


I am not sure if I ignore emails or them but I wish they have cancelled recurring bill and I wish they have refunded the money.


Mac

Rick,

Thank you.

In fact the money itself does not make me angry. Rceieving more charge notifications after so many warnings and support tickets made me believe that your company does not pay attention to my case even after 3-4 months.

I wish I do not see more charges next month :(

Mac

I still would have preferred that you be honest and tell everyone that you were not charged, but one extra month. That was our mistake, how you got e-mails I am not sure, but your card was never charged. That was the point I was driving at. Being honest goes a long way.

We have been nothing but apologetic to you and responded within minutes of your complaint and refunded your money. You didn't bother to read your e-mail and / or contact your credit card company to find out what was going on, instead you continued to e-mail us and open a thread here.

Again, I would like an apology here, we held up our end of the bargain.

I agree with Rik, we did everything possible on our end to make sure you were not billed any more when you requested your account to be cancelled. We replied to all the emails, support tickets that you sent or opened and each time we appologized for the problem. Yes, we should have jumped on the invoice emails you got and made sure that we did not send them out, but our billing system (modernbill) doesn't always work as we would like. But please keep in mind that these are only invoices (bills). You, the customer, have the option to whether you pay the bill or not. As Rik has made comment to you several times, your credit card was not charged each time you received an invoice from our billing system. The times that it was charged, you were refunded. I know this is repeating everything Rik said, but we want everyone to know here that we did everything you asked for without delay!!! The proof is in the credit card statements, as we did not process your card after the request to cancel was received and we refunded anything that was charged. I agree with Rik that you should appologize for your original content of this thread as it is very misleading and is not the truth!!! Our goal is to offer quality service, but unfortunately we can not please everyone. Everyone here knows that. Greatfully, one customer does not represent the pulse of our company. Anyone who wishes to review our services is invited to go to http://www.valuablehost.com or visit our user forums (uncensored) at http://forums.valuablehost.com. If you want to check our response times on support, open a support ticket at http://support.valuablehost.com/cgi-bin/pdesk.cgi. We have nothing to hide, we provide quality and timeley service and support. I think we'd be all over WHT if we didn't.

John Oliver (ollie@valuablehost.com)
Vice President - Administrator
http://www.valuablehost.com

John

Thank you for your attempts to stop it.

In fact my statement is not online and reaches me 2 weeks later. The only way I can know about it is to call my bank and someone reads the statement for me. Sometimes an item apears on my statement after even 1 or 2 months. Anyway charging my card continued until at least yesterday. Someone there conunted at least 3 charges by your company when I called them yesterday (from signup date).

So when I receive a billing notification I assume that you have charged my card. (You will admit that this is not my fault that I receive billing notifications at least Also all of them mention that they have charged the card. "You invoice 605 in the amount of $25.00 has been processed and approved. "

Something else, everytime I received billing notification I replied by an email that my account is cancelled the day after signup. Until yesterday I just received only 1 email that told you are looking to see where is the bug (1 month ago) and also mentioned that you have no record that I have cancelled the account at all.

This is why I posted cancellation email. I did not want to discuss about quality of service in this thread. I just wanted to tell that I have requested cancellation. If the bug in software continues this is not my fault again apparantly. I was forced to come here after I was not able to stop billing my card.

It was not until yesterday that you started to work on this case seriously (after I started this thread otherwsie I would not do this).

Again thanl you for your attempt to stop it and I wish I do not receive more charges in future.

Regards,
Mac

Thank you for your response. Since this dicussion is becoming more of a personal matter between you and ValuableHost it may be better to continue our conversation via email, or if you use any sort of instant messenger I can send you my screen names so that we can chat about this.

Obviously this was an unfortunate situation, and obviously we are doing everything we can to make sure the problem is solved. As far as your replies go, we have answered every one. I know this for a fact so we definetely need to find out what the deal is there, whether the email never got through on our or your end. We have taken action each time you emailed us and the only reason we even decided to post on a reply on WHT is because you called on us to reply to your construed accusations. It is obvious that this is an individual case since we do not have a billion people complaining about us here.

I am sorry things had to come down to a you said/ we said match and I want to make sure you are completely happy with our company. Just because we don't offer what you are looking for, (for which you hardly gave us a chance) does not mean we don't do everything in our power to make your correspondances with ValuableHost pleasant and productive.

At this point, I'm not going to post anything further on WHT about this matter, as it is something that should probally be taken up directly through us. Feel free to post any updates on your situation here if you feel we are not serving you, as we use all feedback to improve our services.

I bought 2 sites with the old ValuableHost.They had a good deal so a few months later another site was purchased.


Old owner sold out.


New owners--new prices..


All past account holders were promised grandfathering. (thank you)


I spent months with emails trying to get somebody to understand I had 2 accounts...not one....(even that has not been corrected as to account type,etc.) I know I'm hard to understand at times but this too hard to understand?


I DON'T KNOW BUT I MAKE A GUESS THE ACCOUNT BILLING SECTION THERE HAS BUGS...AND ITS NOT ALL INTENTIONAL?

The support system seems to work fine EXCEPT WHEN IT COMES TO ACCOUNTS/BILLING. You can't expect a 5 minute solution unless you have a support staff of quantity? getting paid...?

I had a problem with a hacker changing my user/passwords locking me out. It was corrected in reasonable time. (this had nothing to do with valuablehost...somebody got into my email box at yahoo)

ValuableHost reliability? My sites seem up with little or no downtime.

Besides possible account/billing problems I recommend the place. I don't think anybody has been ripped off--possible glitches in accounting?

Prices have gone up but theres still a good economy plan...$5 a month...(I think)

If you want a simple hobby personal site I think its a nice place...control panel..ftp...my perl scripts seem to work nice,etc.etc.

I must admit I've hardly used my sites--I mean nowhere near the quota....(i.e.grandfathering me is not going to cause financial ruin)

So I'm simply posting to counter the negative.I think they are trying their best and if your site is up about 100% of time?

I think I paid for 4-5 economy places prior to this place and all were much bigger nightmare stories.

hey...I just got billed by CyberWings...well....wheres my site? They took my order 3 months ago and not one email since....on my checking statement they charged about 3 weeks ago.PEOPLE...PLEASE REMEMBER TO TAKE SCREEN SHOTS OF PROMOTIONS.Cyberwings did a total page change.Wheres evidence of old plans? You have no evidence when these places come here and offer bargains to raise revenue...you get billed $50 for 1 year...200mb..3gb...what..my account now says 20mb...500mb? With Cyberwings it was a 'too good to be true' sale....

Conclusion..unless ValuableHost is on brink of collapse I'd recommend them.---just a search here comes up with few complaints....


[[ no..I have no affiliation with above except being a customer ]]


== that was a short post..right ==




:bawling: