Heritage Web Solutions, Heritage Web Design We lost several thousands of Dollars and Clients as a result of working with Heritage Web Solutions. HWB did not care about us or our business, Murray Utah
Heritage Web Solutions:
I am at a loss for words to describe the horrible experience of finding out that your server crashed and that you did not have a back up more recent than July 8.
When the server went back online, our site AFFPS.COM had some old files, some missing files, a disabled shopping cart, a subsite (Decatur Market) that was completely lost.
I cannot access the shopping cart from AFFPS.COM/CART/ADMIN.
Our merchant account with Authorize.net has received scrambled data and some orders (with multiple names assigned to the same invoice) that never went through the shopping cart. Authorize.net is also holding some unprocessed orders that were sent from our shopping cart which cannot be processed. I have repeatedly asked for this problem to be fixed, but NO ONE has responded.
Our business is crippled due to the complete disregard for customer service by Heritage Web Solutions. I have called many times today, but never get a call back.
The only person who has demonstrated interest in the success of our site is Kristina Roberts, and she has been reassigned to other areas within your company. I know that she would be very sad to know that the site she helped design has been treated with little or no regard by others.
We promoted Labor Day reservations (purchases on our site) by spending a lot of money. Now we are losing thousands of dollars each hour since we cannot receive or access customer orders.
Our phones are ringing off the hook and I'm handling them as best I can, working late hours. I cannot imagine that your company would just LEAVE work for the day without any interest in helping your clients, but that is what happened. I finally got a hold of one tech person by phone at 5:30 p.m. who told me he was aware of the problems but that no one was working on it. He said he would try to reach his manager, but again that yielded no response.
What will you do to rebuild our site's missing files? Will you take any preventative measures? How can you operate in this manner?
I have learned a hard lesson with Heritage Web Solutions. IF our site becomes operational again, I will only use it until I have established a new contract with a new provider.
AFFPS
Atlanta, Georgia
U.S.A.
1 Updates & Rebuttals
Brad
Provo,Utah,
U.S.A.
Heritage Web Solutions Values Customer Service
#2REBUTTAL Owner of company
Mon, November 12, 2007
Heritage Web Solutions values all of its customers, especially those who have voiced complaints. It is in our best interest to work with these customers to reach a reasonable and fair resolution. In most cases Heritage tries to go beyond what is fair for the company and errors on the side of the upset customer.
Words cannot express how truly sorry we are for some customers who, no matter what we do, are never truly satisfied. This is especially disheartening, as Heritage has the solid reputation of providing excellent customer service.
Some customers, as illustrated on this complaint website, have resorted to airing their grievances on the public Internet, in hopes of resolving their particular complaint. We do all that we can to help meet a fair resolution to their satisfaction.
However what becomes unfair to us, are those customers who we feel have received everything they have asked for, and more, but then take it upon themselves to have an ongoing vindication against Heritage. To us, there is nothing more we can do to satisfy them. They are who they are. Vindictive and angry people do more harm to themselves than they think they are doing against a company. It is sad but true.
Heritage Web Solutions, with a customer base of over 15,000, receives less than one half of one percent in complaints. That is an impressively low number compared to the standards of today. We certainly would like to have zero complaints, but that is just not realistically possible. There will always be those people who cry foul, no matter what.
What you don't see on this complaint website are all the positive emails and letters we receive daily from customers who are extremely happy with the service and work we have provided for them.
Heritage Web Solutions is a good, solid custom web design and hosting company that has an excellent rating with the Better Business Bureau and the Utah State Department of Commerce. We are ranked in the top 1% of web hosting companies in the United States and have recently been recognized by Inc 500, ranked 22nd in the nation.
If you feel that Heritage Web Solutions is not taking care of you, I would invite you to contact me at my personal email address at ceo@hwsinet.com, and I will personally follow up on your issue.
Warmest Regards,
Brad Stone
CEO/Heritage Web Solutions.