BBB Accredited Business since

Commercial Network Services

Phone: (619) 225-7882 Fax: (619) 523-3862 Operating Worldwide with Datacenters in San Diego, New York City and London, San Diego, CA 92107 http://www.CommercialNetworkServices.com

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Description

This company offers managed network services to businesses of all sizes.  Including virtual servers & desktops, offsite backup, streaming media, two-factor authentication and more.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Commercial Network Services meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Commercial Network Services include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Commercial Network Services
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: November 10, 2010 Business started: 01/01/1996 in CA Business incorporated: 06/21/2012 in NV
Type of Entity

Corporation

Business Management
Mr. Barry Bahrami, General Manager / Owner
Contact Information
Principal: Mr. Barry Bahrami, General Manager / Owner
Number of Employees

4

Business Category

Computers - Networks Internet Services

Method(s) of Payment
MasterCard, Visa, American Express, Paypal, Money Bookers (skrill) and wire transfer.
Refund and Exchange Policy
30 day MBG and a 100% uptime guarantee.
Industry Tips
Tech Support Scam

Additional Locations

  • Operating Worldwide with Datacenters in San Diego, New York City and London

    San Diego, CA 92107

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
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  • Guarantee or Warranty

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BBB Complaint Process

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Complaint Detail(s)

12/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a virtual server from Commercial Network Solutions (CNS) for using in trading. The server contained my custom code and data. I missed a payment and received a notice my service would be suspended. As an IT professional, this to me meant that the VM would no longer run but could be restarted after making payment. When I contacted CNS to pay the invoice and restart my service, they stated the server had been terminated and the data was unrecoverable. Nowhere in the automated communications I received said that my service would be terminated and that the virtual server and all my data would be destroyed.

Desired Settlement: I would like to see two things happen. First, I would like my files returned to me from backups done while the my VM was in operation. Second, I would like CNS to improve the language in their automated messages to clearly state that the virtual server would cease to exist and all customer data within would be lost.

Business Response:

Hello,

 I am sorry your subscription has been terminated.

 Our records show your subscription expired on 10/27.  We sent you notifications of the non-payment on 10/28, 10/30 and 10/31.  We did not hear back from you and so the subscription was suspended on 11/2 and we sent you another notification at that time.  We still did not hear back from you and the subscription was terminated on/around 11/12.  This is standard operating procedure.

 When a VM is terminated, the data is forever deleted.  It is not possible to recover the VM.  However, the data in the CNS VM Backup is generally retained much longer (it is periodically purged of old data).  I show you utilized the free CNS VM Backup.  The last update was on 9/10/2014.  This data is encrypted and CNS cannot recover it without your backup password.

 In order to recover the data, you must re-subscribe (use the "add new service" link in your client area).  After your VM is online, please open a support ticket and explain that you need to recover data from the VM Backup of an older subscription, and that I have confirmed we have data online.

 Please understand we cannot guarantee this is the data you are looking for.  This is the backup set you created and CNS cannot review it.  It must be restored from inside a VM using the encryption password you setup.

 CNS CAN NOT GUARANTEE THE VMBACKUP DATA WILL REMAIN ON OUR SERVERS.  We have no responsibility to retain data from terminated subscriptions.  I will make sure no data is purged before Friday.

 Regards,

 

***** *******

CEO

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

There were two points to my complaint.  

The first was the loss of my data which CNS made an attempt to return to me.  On this point I am satisfied.  
My other point was that this potential for data loss and the deadlines surrounding that loss were not communicated to me.  The response from CNS on this point was that everything followed the "standard procedure".  If it is standard procedure, CNS has neither shown me where this process is documented for customers to review nor said how it intends to improve it's customer communications in regard to this matter.

Regards,

****** *********



Business Response:

Hello,

We sent you three notices before your subscription was suspended for non-payment.  They were sent to you on 10/28, 10/30 and again on 10/31.  We did not hear back from you.  A final notice of suspension was sent to you on 11/2.  The subscription was terminated and the VM deleted on/around 11/12.

It is not reasonable to expect a hosting company will hold on to your data in the event you may come back to activate service.  Are you sure you want them to?  Keep in mind it is not our data to hold on to.  Much of it belongs to the subscriber and by our SLA we must destroy it after the subscription is terminated.  I realize in your banking world you must hold customer data for 7 years, etc..  However the amount of cumulative data for each customer I expect is very small compared to virtual server hosting.

There is no requirement to hold data in the hosting industry (certain exceptions not relevant to this issue apply), and in fact the public expectation is that we hold data for only as long as we need to and no longer.  If we were to hold data then we must keep the entire OS image on hand, including checkpoints and backups – many gigabytes.  In your case, more than 22GB .  As you know, we use SSD disks.  And while they are nice and fast, they are also very expensive.  It is cost prohibitive to keep all this data on hand in the event someone may want to reactivate their subscription after they fail to respond to four notices of non-payment.  I believe it is also unreasonable to expect that any hosting company would.

I have nothing to remotely indicate this is a problem for our subscribers.  i.e. I have never received a complaint regarding a situation like this before.  And so with that in mind, I do not believe there is any need to change our subscriber communication procedures.  Certainly if we were to receive any information that this is a real problem then we will address it.

Incidentally, I just checked our VM Backup volume in NYC and your backup data is still there.  The VM Backups are saved on HDD’s, and so they tend to stay a little longer.  It is not scheduled for cleanup until the holiday.

Please understand:  CNS CAN NOT GUARANTEE THE VMBACKUP DATA WILL REMAIN ON OUR SERVERS.  We have no responsibility to retain data from terminated subscriptions.

In order to recover the data, you must re-subscribe (use the "add new service" link in your client area).  After your VM is online, please open a support ticket and explain that you need to recover data from the VM Backup of an older subscription, and that I have confirmed we have data online. Please note:  this data is encrypted and CNS cannot recover it without your backup password (enter it in the VM Backup app when you start it in the new VM).

If you like, you can cancel the subscription after you recover the data and claim a refund under our 30 day MBG.  Please open a support ticket to do that.

Regards,

 

***** *******

CEO