Edge Centres / QuadraNet owes us $13,000

Alex1256

I wanted to share an ongoing issue our company is facing with QuadraNet, which is now under new ownership by Edge Centres. We’re dealing with a significant financial mishap where we were wrongly billed around $13,000 for a server we had canceled years ago. This has turned into a rather frustrating ordeal. (Note that in TrustPilot, there is a review from 2023, by someone claiming the exact same problem, being charged for months without notice for a canceled server.)

Our accountant spotted the error during a routine check, noticing we were still being charged for this server long after the cancellation. We reached out to QuadraNet to address this as soon as we noticed.

Response from QuadraNet: Initially, it seemed promising. Michael Lowe, the Chief Revenue Officer, acknowledged the error and mentioned that it was due to an oversight with a PayPal subscription that wasn't canceled when we terminated the server. He proposed a repayment plan to refund what was taken from us. Please note that this was not a simple “oversight”, as mentioned above, other customers faced the same problem in the past. So they knew about this issue but it kept happening, and with us, to the tube of $13,000. 

What's Happening Now: Despite Michael Lowe's promises, we've seen no action. The process has been dragged out, and our repeated attempts to escalate the matter have not resulted in any progress. They have not replied to our emails for several weeks, and we have not received any repayment. They shut down our two servers without notice, causing us further financial damage. Since we're based in Europe, taking legal action is more difficult and may cost more than what they owe us.

Since Edge Centres has recently acquired QuadraNet, they are now responsible for handling this. We expected that this change might bring a swift resolution, considering a new management might want to clean up such issues. However, that hasn’t been the case.

It’s quite disheartening. We trusted them to handle this professionally, but the lack of urgency or seeming indifference has been disappointing. It’s not just about the money; it’s about the principle and the need for businesses to operate transparently and responsibly. We strongly recommend anyone reading this to avoid any type of business with either QuadraNet or Edge Centers. 

Has anyone else here dealt with similar issues? Any advice on how to get this resolved more effectively would be greatly appreciated. It feels like we’re at a standstill and not sure what else can be done to expedite this. In the meantime, again, we recommend that you avoid doing business with these companies.

Moderator

Hello Alex,

I am sorry to hear about this issue that has put you in the situation to seek advice and informed others in our forum. 

Please note that the Quadranet is a very old data center in LA location and has been in the market since 2001 as per the online sources available. 

After reading your whole post here, one thing that needed to be done from your side is to stop / cancel the PayPal's auto-recurring once you had initiated a cancellation request there for the server, it is not the provider's responsibility to cancel it, but the client's because they have auto-subscribed to it while purchasing. However, most of the hosting providers and data centers are also cancelling the auto-recurring subscription once they process the cancellation requests.

Since you have reached out to them and they have promised you to refund you, and now they are not responding to it, you should contact the management via email / directly to social media accounts. 

Another thing, if they can not refund it, you should at least ask for the same amount as credit balance and can buy the services if required now or in the future.

Regards,
- Moderator

Alex1256

For your information: As of the time of this post's publication (August 27, 2024), we have received 6 refunds from PayPal for overcharges that occurred within the last 60 days, but they still owe us more than $10,000.

Greenhost

I think that when they say that they will return your money, you should trust them and wait until your refund is completed.