Web Hosting Talk : Web Hosting Main Forums : Specialty Hosting and Markets : VOIP etc : Review :: PlanetVentrilo.com badddd - Customer beware!

[degalos]

I'll just state right off the bat that i have no issues with the ventrilo itself. I have no lag issue and the server runs with no down time.

However, i do have an issue with the way the company charges people and refuse to reply to questions/refund.

I "lease" a 35man vent server from PlanetVentrilo. When i first started, i decided to pay it by quarterly which comes up to $25.99 for the quarter. On 4/26/2010 at 4.00AM, i received an email from PV with the following::

This is a notice that an invoice has been generated on 04/26/2010.
Your payment method is: Visa,MasterCard,Amex,Discover
Invoice #7160
Amount Due: $25.99 USD
Due Date: 05/03/2010
Invoice Items
Ventrilo 35 (05/03/2010 - 08/02/2010) $25.99 USD
------------------------------------------------------
Sub Total: $25.99 USD
Credit: $0.00 USD
Total: $25.99 USD
------------------------------------------------------
Payment will be taken automatically on 05/03/2010 from your credit card on record with us. To update or change the credit card details we hold for your account please login at website and click Pay Now then following the instructions on screen.


It is a nice "reminder" email to let me know that my service/term will end soon.

At 4/26/2010 4:06AM, i receive the email below:

This is a payment receipt for Invoice 7160 sent on 04/26/2010
Ventrilo 35 (05/03/2010 - 08/02/2010) $25.99 USD
------------------------------------------------------
Sub Total: $25.99 USD
Credit: $0.00 USD
Total: $25.99 USD
Amount: $25.99 USD
Transaction #: 2957763326
Total Paid: $25.99 USD
Remaining Balance: $0.00 USD
Status: Paid
You may review your invoice history at any time by logging in to your client area.


Dumbfounded by these sequence of emails, i reply to the email and ask why did i get charge automatically without my consent? I received no reply.

I log into the website and open a ticket with the same question. I receive a response that says "... All Services are recurring until you wish to cancel". Now that is fine since it is a "policy" but why would it pay up for the next quarter when i still have 2 weeks left in my current service? Especially since i receive the reminder email stating that i will NOT get charge until 5/3/2010.

Maybe it is an error on their part but when i ask for a refund, i receive NO respond what so ever. No explanation. no respond. The worst part is there is no number listed on their site to call and get this resolved.

I wouldnt go as far as saying this is a "scam" but this is HORRIBLE treatment of customers and HORRIBLE business practice. I've filed a complaint with BBB but i feel the need to write a review on this company to let others know about this.

Yes, they have cheap ventrilo servers and they are not bad in regards to technical support and ping/latency. But their way on handling payments and refusal to answer customers concern/questions in regards to billing is ridiculous.

Think twice before you sign up.

[ms-warren]

It does seem rather weird you would get billed weeks ahead of time. Hopefully a planetventrilo representative can answer up on this. I do know there are some registered on this website.

[XFactorServers]

Originally Posted by ms-warren

It does seem rather weird you would get billed weeks ahead of time. Hopefully a planetventrilo representative can answer up on this. I do know there are some registered on this website.

Im sure they just process credit cards 14 days before the payment is due. We however process 24 hours before hand.

[flatvps]

Maybe you choose to get billed every monthly automatic ?

[degalos]

no. i didnt "choose" to get billed every month automatic. HOwever, their policy is to get billed automatically every monthly/quarter/etc depending on how i paid the first time. That is NOT the problem. The problem was them billing me 10 days ahead of time.

In any case, i'm not sure whether is this post or countless email, they finally woke up and realize that it was wrong. They'll be refunding me the amount (or so they say).

[oliviakitty]

Originally Posted by degalos

...
Payment will be taken automatically on 05/03/2010 from your credit card on record with us...

There's the policy/notification right there.
If they are going to charge clients 7 days in advance, the client should be notified.

Even so,
It appears the OP is most upset about PlantVentrilio's response to his inquiry.
I would be as well.

If they'd kindly explained that the email's information was incorrect,
And they actually bill a week in advance...
The refund request, and this thread, probably wouldn't exist.

[Planetventrilo]

I was notified of this post and would like to respond.

The OP is 100% correct on everything said however the reason he did not receive a response to the emails was they were sent to a specific staff member who at the time was away. The OP can confirm that once a support ticket was submitted in regards to this matter a full refund was given right away with a apology for the inconvenience. (Refund dated 4/28/2010) See below.

Upon checking into why the invoice was charged in advance of the due date it was discovered the settings within our billing system were wrong. This has since been fixed and again we apologize for any inconvenience this has caused. We are a fairly new company and have had our growing pains but I can assure everyone we strive to offer the best possible experience for our clients and when an issue comes up we try our best to deal with it to everyones satisfaction.

Authorization Amount: USD (25.99)
Reference Transaction ID: 2957763326
Transaction Type: Refund
Settlement Date and Time: 29-Apr-2010 05:17:43

Thank you.

[Michaels75]

thats nice to hear that your problem got solved,i might give them a try for my call center,

thanks
kind regards

[XFactorServers]

Originally Posted by Planetventrilo

I was notified of this post and would like to respond.

The OP is 100% correct on everything said however the reason he did not receive a response to the emails was they were sent to a specific staff member who at the time was away. The OP can confirm that once a support ticket was submitted in regards to this matter a full refund was given right away with a apology for the inconvenience. (Refund dated 4/28/2010) See below.

Upon checking into why the invoice was charged in advance of the due date it was discovered the settings within our billing system were wrong. This has since been fixed and again we apologize for any inconvenience this has caused. We are a fairly new company and have had our growing pains but I can assure everyone we strive to offer the best possible experience for our clients and when an issue comes up we try our best to deal with it to everyones satisfaction.

Authorization Amount: USD (25.99)
Reference Transaction ID: 2957763326
Transaction Type: Refund
Settlement Date and Time: 29-Apr-2010 05:17:43

Thank you.

Well said

[slogan]

had a similar problem with Voipservers.net(GameData inc). Purchases a small 10 slot server for TS3 for a year. It was a deal for a year. Yet a few months later tried to charge me month to month... when I inquired they told me it was my fault I put in a coupon code that wasn't valid for the year... The reason I picked them was because of the deal... Every document I received proved the deal was valid. in the original document it said my next bill would be 1 year to the day... somewhere down the line they just decided that our agreement didn't suit them and charged me. I don't miss the server, it was down a lot anyways, always kicking us out.

Do not ever purchase a server from Voipservers.net, also known as GameData.