Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:· Universal Terms of Service Agreement· Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted]In June and July 2012, the complainant purchased the domains [redacted], and [redacted], each for a one year term via online transactions in their GoDaddy account. Per the complainant’s account preferences, GoDaddy was instructed to automatically renew these domains at the end of the initial one year term in 2013 and did so in a Good Faith effort to honor its agreements with the complainant. These domains subsequently renewed for another one year term in June 2014 and July 2014 per the complainant’s account preferences.For the most recent renewal, GoDaddy sent renewal notices for the domains [redacted] and [redacted] prior to the expiration date on:· March 7, 2014· April 6, 2014· May 6, 2014· May 25, 2014· May 31, 2014Renewal notices for [redacted] were sent prior to the expiration date on:· March 7, 2014· April 6, 2014· May 6, 2014· May 25, 2014· June 4, 2014Between July 2013 and October 2013, the complainant also purchased the domains [redacted]S, [redacted], and [redacted], each for a one year term via online transactions in their GoDaddy account. Per the complainant’s account preferences, each of these domains renewed automatically for an additional year at the end of the initial one year term.For the most recent renewals for [redacted]S and [redacted], GoDaddy sent renewal notices prior to the expiration date on:· April 6, 2014· May 6, 2014· June 2, 2014· June 21, 2014· June 30, 2014Renewal notices for [redacted], renewal notices were sent prior to the expiration date on:· April 26, 2014· May 25, 2014· June 21, 2014· July 10, 2014· July 21, 2014Renewal notices for TASTE OF [redacted] and [redacted] were sent prior to the expiration date on:· May 25, 2014· June 21, 2014· July 26, 2014· August 9, 2014· August 21, 2014GoDaddy sent renewal notices for [redacted] prior to the expiration date on:· June 29, 2014· July 26, 2014· August 23, 2014· September 8, 2014· September 22, 2014Renewal notices were sent for [redacted] prior to the expiration date on:· July 17, 2014· August 16, 2014· September 15, 2014· September 30, 2014· October 10, 2014The complainant also purchased the domain [redacted] as a new domain registration on June 11, 2014. Domains must be canceled within 120 hours of registration to be refund-eligible.On November 29, 2014 the complainant also contacted GoDaddy’s support chat team to request that GoDaddy provide a list of products that had automatically renewed over the past 6 months, and the complainant was provided with the correct information on how to review their purchases in their account’s Order History.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.With each of the domain renewals, GoDaddy proactively sent multiple notices to the complainant; however in most cases no action was taken by the complainant. GoDaddy provides its customers with full control over the automatic renewal feature at the time of purchase. The complainant may also, at any time, log into their account and modify this preference. Account management is a customer responsibility.Any applicable refunds have already been provided to the complainant, and GoDaddy is unable to provide the requested one year of hosting at no charge.EDUCATION:The following URL may be helpful to the complainant in disabling automatic renewal on their products:Managing Renewals for Products and Services:[redacted]Future refunds will be provided in accordance with GoDaddy’s refund policy:Refund Policy:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards,[redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:* Universal Terms of Service Agreement* Workspace Service Agreement* Marketing Applications Agreement* Website Builder Service Agreement* Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 7, 2012 the complainant purchased several products for various term lengths via an online transaction. On March 7, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew an SSL Certificate service for another 2-year term and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the expiration date and subsequent renewal on:February 5, 2014February 20, 2014These notices indicated the service would be automatically renewed upon expiration unless action was taken. GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility. On April 6, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew a Standard Search Engine Visibility service for another 2-year term and did so in a good faith effort to honor its agreements with the complainant.GoDaddy sent renewal notices prior to the expiration date and subsequent renewal on:February 6, 2014March 8, 2014On April 7, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew several more of the complainant's services for another 2-year term and did so in a good faith effort to honor its agreements with the complainant.GoDaddy sent renewal notices prior to the expiration date and subsequent renewal on:February 6, 2014March 8, 2014The complainant did not contact GoDaddy's 24/7 Customer Care teams regarding the renewal of their services until January 4, 2015. The complainant was offered applicable refunds to In-Store Credit, available for future purchases with GoDaddy, in accordance with our Refund Policy once services were canceled. The complainant declined the applicable refunds.On Januray 25, 2015 the complainant canceled their services and contacted our Customer Care teams. The complainant was again offered applicable refunds to In-Store Credit in accordance with our Refund Policy and declined the offer. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complainant may contact our 24/7 Customer Care teams at their convenience to receive any applicable In-Store Credit. The following GoDaddy Support articles may be helpful for future management of products and services:Managing Renewals for Products and Services -https://support.godaddy.com/help/article/725/managing-renewals-for-products-and...⇄ Products –https://support.godaddy.com/help/article/7468/canceling-productsRefund Policy –https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by our customer; who acknowledged and agreed to the following upon conducting business with GoDaddy:• Universal Terms of Service AgreementThis agreement is found at:...
https://www.godaddy.com/legal-agreements.aspxPer the user agreements, customers agree they are solely responsible for the activity which occurs within their account, whether authorized by them or not. Customers must keep their account information secure; including without limitation, their cr/Username and password. GoDaddy also offers Two-Factor Authentication, a no-cost security feature which may prevent account and domain name hijacking. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. Account management is a customer responsibility. We have spoken with our customer regarding their concerns and reviewed their options pertaining to account security. Our customer had enabled Two-Factor Authentication prior to submission of this complaint. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx Based...
on the information provided by our customer, GoDaddy is unable to identify an account to properly address their concerns. We attempted to connect with our customer by phone to further try to find an account but were unable to reach them. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Should our customer have the full credit card number, they may reach out to our Billing team who would be able to review charges to the payment method. The Billing team can be reached at 480-505-8855.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Melanie V[redacted]Office of the CEO - GoDaddy
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I have spoken with GoDaddy before and they have told me that they would remove my e-mail from their user list since the person who owns the business is DEAD! Can they explain how am I suppose to update information that I have no control over and the family has disposed of all material concerning that business?Thank you,[redacted]
The credit card on file (Amex) had expired and GoDaddy.com used a different card without my authorization to charge the fees. I was aware that my Amex credit card on file expired and I did not update the information for the credit card on purpose assuming GoDaddy.com won't be able to charge the card on file. Bottom line, Godday.com should not have charged the fees to a different card without my authorization.
Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response, our customer’s Website Builder plan functioned as specified up until they allowed it to expire. After that expiration GoDaddy provided 20 additional days of service at no cost to our customer during which their site could be restored at no cost.GoDaddy provides a paid restore option to our customers beyond that 20 day timeframe as it does incur costs associated with restoring a website. Once again there is a limited window during which GoDaddy can restore a Website Builder account and we urge our customer to make their decision quickly.Thank you again for the opportunity to address the concerns presented by our customer. Kind regards,John M[redacted]Office of the CEO - GoDaddy
GoDaddy's response does NOT address my complaint! I never asked them to insert photos, but to show me how to get the photos to appear in high-def form. None of the GoDaddy advisors knew how to and admitted that they did NOT support WordPress. I was told initially that GoDaddy would support my WordPress program. None of those I spoke with at GoDaddy could help me. One had the audacity to suggest I go back to the person who originally set up my WP site. Yet, I received the help I needed almost instantly from ServMask. GoDaddy might do a good job wiggling around the question, but they never were able to help me and is a sham. They should reimburse me the unused money I paid them. GoDaddy is claiming to be a service orientated company. I paid for what they represented to me. I did not receive goods for which I paid them for. Therefore, they should reimburse me.Had GoDaddy lived up to what they represented to me, had GoDaddy been able to handle what turned out to be a very simple task, I would still be their customer. What a disappointment made more so by their CEO's response. Shame on GoDaddy! I wish now that I had read all the negative reviews Revdex.com shows against GoDaddy I would have saved myself some grief!
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer’s correspondence and would like to present the following.Upon purchase of services, our customer acknowledged and accepted the following agreements:• Universal Terms of Service...
Agreement• Domain Name Registration AgreementCopies of the latest version of these agreements may be found at:https://www.godaddy.com/legal-agreements.aspxGoDaddy makes every attempt to register available domain names for our customers. As part of this process, we make multiple inquiries via numerous third-party systems, including the domain name registry, to check if a domain is available. If GoDaddy does not receive a negative response indicating that the domain is not available for registration, we will charge the customer for the registration and submit the request to the registry. If the request is later rejected, GoDaddy will refund the purchase price in full, as we did in this case, in accordance with the Domain Name Registration Agreement.On January 28, 2015, our customer purchased a registration request for the domain name, [redacted]. At the time of purchase, our system did not receive an immediate rejection and proceeded with the transaction. Shortly after GoDaddy submitted the registration request to the registry, it was rejected as the domain name has been registered since April 23, 2010 and is currently listed by the registry as a Premium Reserved Name. The customer will need to reach out to the Registrant of the domain name should they wish to negotiate a purchase.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. We refunded the transaction in full approximately two hours after their registration request was initiated and subsequently rejected.Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260
This is a reasonable response by GoDaddy.com. For the first time in three contacts with them they acknowledge an "unexpected error." For the first time they mention giving me a credit. Prior to the involvement of the Revdex.com they did not acknowledge their error or process any immediate refund. It a shame it had to come to that. Note to Revdex.com: how is it that GoDaddy has an A+ rating with over a thousand complaints?
Thank you for the opportunity to address our customer’s additional concerns.GoDaddy is committed to helping all customers to the best of our ability, but we must do so within our agreed and stated scope of support. If our customer has questions about the support we offer, they may review our Statement of Support online at [redacted]Again, we appreciate our customer’s candor in relation to their interactions with our Customer Care team, and our office will review these and provide appropriate coaching where improvement opportunities exist. If our customer believes they are not receiving appropriate customer support in line with our Statement of Support, they are welcome to ask for a supervisor during their interactions with our Customer Care.We understand technical issues such as scripting or image manipulation can be frustrating. While GoDaddy's teams are happy to assist with concerns related to the operation of products such as hosting, our agents may have varying levels of knowledge with specific applications, and as such, they may be able to direct customers to help articles, but may not always be able to directly assist. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO – GoDaddy
The emails I kept from GoDaddy since 2014 are helpful to give constructive criticism here and clarify the issue at hand. FOR THE FULL SET OF MY COMMENTS RESPONDING TO GODADDY'S ALLEGATIONS, DATE BY DATE, PLEASE SEE THE ATTACHED DOCUMENT. A business can have all the terms and conditions it wants. The question is: Is the company above board with its consumers or not so much? Is the practice of giving free products "included" with a chosen plan and then automatically renewing the free products, now with a fee, and without sending the consumer a "purchase receipt" of any kind, fair business practice or even good faith? TO ILLUSTRATE FUTHER, THERE IS A DIFFERENCE BETWEEN: (1) NOT THE CASE AT HAND - A CONSUMER SPECIFICALLY SIGNING UP FOR A FREE TRIAL AND PROVIDING A CREDIT CARD FOR AUTO-RENEWAL AT THE END OF THE TRIAL PERIOD OF THAT SPECIFIC SERVICE AND GETING BILLED BY THE COMPANY MONTHLY; AND (2) THE CASE AT HAND - A CONSUMER BEING GIVEN FREE PRODUCTS WITH A FEE-PRODUCT ORDERED. THEN AFTER THE CONSUMER (IMMEDIATELY) CANCELS THE FEE-PRODUCT WHICH "INCLUDES" THE FREE PRODUCTS, THE COMPANY KEEPING THE FREE PRODUCT ON THE ACCOUNT AND THEN AUTO-RENEWING THE FREE PRODUCT FOR A FEE (USING THE CREDIT CARD CONSUMER PROVIDED FOR THE FEE-SERVICE), WITHOUT THE COMPANY SENDING THE CONSUMER A "PURCHASE RECEIPT" WITH THE COSTS OF THE PRODUCT THAT SPECIFIES THAT S/HE HAS ACTUALLY PLACED AN ORDER. THIS BUSINESS PRACTICE IS PARTICULARLY TROUBLESOME WHEN THE COMPANY APPEARS TO SEND PURCHASE RECEIPTS AS A MATTER OF COURSE. IF A COMPANY SENDS PURCHASE RECEIPTS IN ONE INSTANCE, HOW DOES IT JUSTIFY NOT SENDING THEM IN ANOTHER IN GOOD FAITH AND AS FAIR BUSINESS PRACTICE? IS THAT INTENTIONALLY OBFUSCATING THE BILLING THAT IS TAKING PLACE FROM THE CONSUMER?
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On May 9, 2016 our customer purchased a 16 GB Windows Dedicated Server plan for a 3...
year term through the GoDaddy Website. They upgraded this plan (through the GoDaddy website) to 32 GB on August 23, 2016. On May 12, 2017 it was determined that this server plan would require reprovisioning and our customer requested a refund for the time remaining. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time exception to GoDaddy’s Refund Policy, we will refund the time remaining on this server plan upon its cancellation. If our customer wishes to take advantage of this offer they can contact this office at [email protected]. This offer will remain in place until June 18, 2017. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Please see the deposit dates referenced in the message. No deposit of any kind has been made on those dates even after working with Godaddy staff to correct the issue which has been confirmed twice by their staff as resolved.
Regards,
[redacted]
Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response. Our customer had indicated they initiated the process to move a domain name from one GoDaddy account to another, utilizing the Account Change process. There are multiple steps required by a customer to perform this process, including the acknowledgement of our Domain Name Change of Registrant Agreement. We appreciate our customer’s candid feedback regarding terminology within the email notification referenced and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Thank you Revdex.com.
Regards,
[redacted]
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed the complainant’s correspondence and would like to present the following.Upon purchase of services the complainant acknowledged and accepted the following agreements:• GoDaddy...
Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Auctions Membership AgreementCopies of the latest version of these agreements may be found at:[redacted]On July 3, 2012 the complainant purchased a GoDaddy Auction membership and Domain Name through our Expired Domain service. Per the complainants account preferences, GoDaddy was instructed to automatically renew the services in question and did so in a Good Faith effort to honor its agreements with the complainant. Account management is a customer responsibility. The Domain Name was renewed on May 27, 2013 and 2014 while the GoDaddy Auction membership renewed on June 23, 2013 and 2014. GoDaddy sent renewal notices prior to the expiration date on:February 25, 2013 February 25, 2014March 25, 2013 March 25, 2014March 27, 2013 March 27, 2014April 24, 2013 April 24, 2014April 26, 2013 April 26, 2014May 11, 2013 May 11, 2014May 21, 2013 May 21, 2014May 24, 2013 May 24, 2014June 8, 2013 June 8, 2014RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complaint first contacted our Customer Care Center on November 8, 2014 regarding these products and to request a refund. During this call the complainant updated their account preferences and cancelled the automatic renewal for these products.As a onetime exception to our refund policy we will provide the complainant with a refund for the most recent renewal of their GoDaddy Auction membership. Please allow 5 to 7 days for this to reflect with their financial institution.EDUCATION:The following GoDaddy Support articles will be helpful in the future to the complainant for disabling automatic renewal and/or canceling unwanted products and services:Managing Renewals for Products and Services[redacted]Canceling Products[redacted]Refund Policy[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the additional concerns presented by our customer.We were able to connect with our customer via phone to try and address their concerns. GoDaddy provides multiple options our customers may use to gain access to an account and/or validate an account. Our customer chose to decline all of the options presented to them.Our customer may find the following help article useful for understanding GoDaddy’s process when a domain name expires: https://www.godaddy.com/help/what-happens-after-domain-names-expire-6700Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Melanie V[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:· Universal Terms of Service Agreement· Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted]In June and July 2012, the complainant purchased the domains [redacted], and [redacted], each for a one year term via online transactions in their GoDaddy account. Per the complainant’s account preferences, GoDaddy was instructed to automatically renew these domains at the end of the initial one year term in 2013 and did so in a Good Faith effort to honor its agreements with the complainant. These domains subsequently renewed for another one year term in June 2014 and July 2014 per the complainant’s account preferences.For the most recent renewal, GoDaddy sent renewal notices for the domains [redacted] and [redacted] prior to the expiration date on:· March 7, 2014· April 6, 2014· May 6, 2014· May 25, 2014· May 31, 2014Renewal notices for [redacted] were sent prior to the expiration date on:· March 7, 2014· April 6, 2014· May 6, 2014· May 25, 2014· June 4, 2014Between July 2013 and October 2013, the complainant also purchased the domains [redacted]S, [redacted], and [redacted], each for a one year term via online transactions in their GoDaddy account. Per the complainant’s account preferences, each of these domains renewed automatically for an additional year at the end of the initial one year term.For the most recent renewals for [redacted]S and [redacted], GoDaddy sent renewal notices prior to the expiration date on:· April 6, 2014· May 6, 2014· June 2, 2014· June 21, 2014· June 30, 2014Renewal notices for [redacted], renewal notices were sent prior to the expiration date on:· April 26, 2014· May 25, 2014· June 21, 2014· July 10, 2014· July 21, 2014Renewal notices for TASTE OF [redacted] and [redacted] were sent prior to the expiration date on:· May 25, 2014· June 21, 2014· July 26, 2014· August 9, 2014· August 21, 2014GoDaddy sent renewal notices for [redacted] prior to the expiration date on:· June 29, 2014· July 26, 2014· August 23, 2014· September 8, 2014· September 22, 2014Renewal notices were sent for [redacted] prior to the expiration date on:· July 17, 2014· August 16, 2014· September 15, 2014· September 30, 2014· October 10, 2014The complainant also purchased the domain [redacted] as a new domain registration on June 11, 2014. Domains must be canceled within 120 hours of registration to be refund-eligible.On November 29, 2014 the complainant also contacted GoDaddy’s support chat team to request that GoDaddy provide a list of products that had automatically renewed over the past 6 months, and the complainant was provided with the correct information on how to review their purchases in their account’s Order History.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.With each of the domain renewals, GoDaddy proactively sent multiple notices to the complainant; however in most cases no action was taken by the complainant. GoDaddy provides its customers with full control over the automatic renewal feature at the time of purchase. The complainant may also, at any time, log into their account and modify this preference. Account management is a customer responsibility.Any applicable refunds have already been provided to the complainant, and GoDaddy is unable to provide the requested one year of hosting at no charge.EDUCATION:The following URL may be helpful to the complainant in disabling automatic renewal on their products:Managing Renewals for Products and Services:[redacted]Future refunds will be provided in accordance with GoDaddy’s refund policy:Refund Policy:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards,[redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:* Universal Terms of Service Agreement* Workspace Service Agreement* Marketing Applications Agreement* Website Builder Service Agreement* Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 7, 2012 the complainant purchased several products for various term lengths via an online transaction. On March 7, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew an SSL Certificate service for another 2-year term and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the expiration date and subsequent renewal on:February 5, 2014February 20, 2014These notices indicated the service would be automatically renewed upon expiration unless action was taken. GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility. On April 6, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew a Standard Search Engine Visibility service for another 2-year term and did so in a good faith effort to honor its agreements with the complainant.GoDaddy sent renewal notices prior to the expiration date and subsequent renewal on:February 6, 2014March 8, 2014On April 7, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew several more of the complainant's services for another 2-year term and did so in a good faith effort to honor its agreements with the complainant.GoDaddy sent renewal notices prior to the expiration date and subsequent renewal on:February 6, 2014March 8, 2014The complainant did not contact GoDaddy's 24/7 Customer Care teams regarding the renewal of their services until January 4, 2015. The complainant was offered applicable refunds to In-Store Credit, available for future purchases with GoDaddy, in accordance with our Refund Policy once services were canceled. The complainant declined the applicable refunds.On Januray 25, 2015 the complainant canceled their services and contacted our Customer Care teams. The complainant was again offered applicable refunds to In-Store Credit in accordance with our Refund Policy and declined the offer. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complainant may contact our 24/7 Customer Care teams at their convenience to receive any applicable In-Store Credit. The following GoDaddy Support articles may be helpful for future management of products and services:Managing Renewals for Products and Services -https://support.godaddy.com/help/article/725/managing-renewals-for-products-and...⇄ Products –https://support.godaddy.com/help/article/7468/canceling-productsRefund Policy –https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by our customer; who acknowledged and agreed to the following upon conducting business with GoDaddy:• Universal Terms of Service AgreementThis agreement is found at:...
r/Username and password. GoDaddy also offers Two-Factor Authentication, a no-cost security feature which may prevent account and domain name hijacking. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. Account management is a customer responsibility. We have spoken with our customer regarding their concerns and reviewed their options pertaining to account security. Our customer had enabled Two-Factor Authentication prior to submission of this complaint. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
https://www.godaddy.com/legal-agreements.aspxPer the user agreements, customers agree they are solely responsible for the activity which occurs within their account, whether authorized by them or not. Customers must keep their account information secure; including without limitation, their c
Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx Based...
on the information provided by our customer, GoDaddy is unable to identify an account to properly address their concerns. We attempted to connect with our customer by phone to further try to find an account but were unable to reach them. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Should our customer have the full credit card number, they may reach out to our Billing team who would be able to review charges to the payment method. The Billing team can be reached at 480-505-8855.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Melanie V[redacted]Office of the CEO - GoDaddy
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I have spoken with GoDaddy before and they have told me that they would remove my e-mail from their user list since the person who owns the business is DEAD! Can they explain how am I suppose to update information that I have no control over and the family has disposed of all material concerning that business?Thank you,[redacted]
The credit card on file (Amex) had expired and GoDaddy.com used a different card without my authorization to charge the fees. I was aware that my Amex credit card on file expired and I did not update the information for the credit card on purpose assuming GoDaddy.com won't be able to charge the card on file. Bottom line, Godday.com should not have charged the fees to a different card without my authorization.
Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response, our customer’s Website Builder plan functioned as specified up until they allowed it to expire. After that expiration GoDaddy provided 20 additional days of service at no cost to our customer during which their site could be restored at no cost.GoDaddy provides a paid restore option to our customers beyond that 20 day timeframe as it does incur costs associated with restoring a website. Once again there is a limited window during which GoDaddy can restore a Website Builder account and we urge our customer to make their decision quickly.Thank you again for the opportunity to address the concerns presented by our customer. Kind regards,John M[redacted]Office of the CEO - GoDaddy
GoDaddy's response does NOT address my complaint! I never asked them to insert photos, but to show me how to get the photos to appear in high-def form. None of the GoDaddy advisors knew how to and admitted that they did NOT support WordPress. I was told initially that GoDaddy would support my WordPress program. None of those I spoke with at GoDaddy could help me. One had the audacity to suggest I go back to the person who originally set up my WP site. Yet, I received the help I needed almost instantly from ServMask. GoDaddy might do a good job wiggling around the question, but they never were able to help me and is a sham. They should reimburse me the unused money I paid them. GoDaddy is claiming to be a service orientated company. I paid for what they represented to me. I did not receive goods for which I paid them for. Therefore, they should reimburse me.Had GoDaddy lived up to what they represented to me, had GoDaddy been able to handle what turned out to be a very simple task, I would still be their customer. What a disappointment made more so by their CEO's response. Shame on GoDaddy! I wish now that I had read all the negative reviews Revdex.com shows against GoDaddy I would have saved myself some grief!
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer’s correspondence and would like to present the following.Upon purchase of services, our customer acknowledged and accepted the following agreements:• Universal Terms of Service...
Agreement• Domain Name Registration AgreementCopies of the latest version of these agreements may be found at:https://www.godaddy.com/legal-agreements.aspxGoDaddy makes every attempt to register available domain names for our customers. As part of this process, we make multiple inquiries via numerous third-party systems, including the domain name registry, to check if a domain is available. If GoDaddy does not receive a negative response indicating that the domain is not available for registration, we will charge the customer for the registration and submit the request to the registry. If the request is later rejected, GoDaddy will refund the purchase price in full, as we did in this case, in accordance with the Domain Name Registration Agreement.On January 28, 2015, our customer purchased a registration request for the domain name, [redacted]. At the time of purchase, our system did not receive an immediate rejection and proceeded with the transaction. Shortly after GoDaddy submitted the registration request to the registry, it was rejected as the domain name has been registered since April 23, 2010 and is currently listed by the registry as a Premium Reserved Name. The customer will need to reach out to the Registrant of the domain name should they wish to negotiate a purchase.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. We refunded the transaction in full approximately two hours after their registration request was initiated and subsequently rejected.Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260
This is a reasonable response by GoDaddy.com. For the first time in three contacts with them they acknowledge an "unexpected error." For the first time they mention giving me a credit. Prior to the involvement of the Revdex.com they did not acknowledge their error or process any immediate refund. It a shame it had to come to that. Note to Revdex.com: how is it that GoDaddy has an A+ rating with over a thousand complaints?
Thank you for the opportunity to address our customer’s additional concerns.GoDaddy is committed to helping all customers to the best of our ability, but we must do so within our agreed and stated scope of support. If our customer has questions about the support we offer, they may review our Statement of Support online at [redacted]Again, we appreciate our customer’s candor in relation to their interactions with our Customer Care team, and our office will review these and provide appropriate coaching where improvement opportunities exist. If our customer believes they are not receiving appropriate customer support in line with our Statement of Support, they are welcome to ask for a supervisor during their interactions with our Customer Care.We understand technical issues such as scripting or image manipulation can be frustrating. While GoDaddy's teams are happy to assist with concerns related to the operation of products such as hosting, our agents may have varying levels of knowledge with specific applications, and as such, they may be able to direct customers to help articles, but may not always be able to directly assist. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO – GoDaddy
The emails I kept from GoDaddy since 2014 are helpful to give constructive criticism here and clarify the issue at hand. FOR THE FULL SET OF MY COMMENTS RESPONDING TO GODADDY'S ALLEGATIONS, DATE BY DATE, PLEASE SEE THE ATTACHED DOCUMENT. A business can have all the terms and conditions it wants. The question is: Is the company above board with its consumers or not so much? Is the practice of giving free products "included" with a chosen plan and then automatically renewing the free products, now with a fee, and without sending the consumer a "purchase receipt" of any kind, fair business practice or even good faith? TO ILLUSTRATE FUTHER, THERE IS A DIFFERENCE BETWEEN: (1) NOT THE CASE AT HAND - A CONSUMER SPECIFICALLY SIGNING UP FOR A FREE TRIAL AND PROVIDING A CREDIT CARD FOR AUTO-RENEWAL AT THE END OF THE TRIAL PERIOD OF THAT SPECIFIC SERVICE AND GETING BILLED BY THE COMPANY MONTHLY; AND (2) THE CASE AT HAND - A CONSUMER BEING GIVEN FREE PRODUCTS WITH A FEE-PRODUCT ORDERED. THEN AFTER THE CONSUMER (IMMEDIATELY) CANCELS THE FEE-PRODUCT WHICH "INCLUDES" THE FREE PRODUCTS, THE COMPANY KEEPING THE FREE PRODUCT ON THE ACCOUNT AND THEN AUTO-RENEWING THE FREE PRODUCT FOR A FEE (USING THE CREDIT CARD CONSUMER PROVIDED FOR THE FEE-SERVICE), WITHOUT THE COMPANY SENDING THE CONSUMER A "PURCHASE RECEIPT" WITH THE COSTS OF THE PRODUCT THAT SPECIFIES THAT S/HE HAS ACTUALLY PLACED AN ORDER. THIS BUSINESS PRACTICE IS PARTICULARLY TROUBLESOME WHEN THE COMPANY APPEARS TO SEND PURCHASE RECEIPTS AS A MATTER OF COURSE. IF A COMPANY SENDS PURCHASE RECEIPTS IN ONE INSTANCE, HOW DOES IT JUSTIFY NOT SENDING THEM IN ANOTHER IN GOOD FAITH AND AS FAIR BUSINESS PRACTICE? IS THAT INTENTIONALLY OBFUSCATING THE BILLING THAT IS TAKING PLACE FROM THE CONSUMER?
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On May 9, 2016 our customer purchased a 16 GB Windows Dedicated Server plan for a 3...
year term through the GoDaddy Website. They upgraded this plan (through the GoDaddy website) to 32 GB on August 23, 2016. On May 12, 2017 it was determined that this server plan would require reprovisioning and our customer requested a refund for the time remaining. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time exception to GoDaddy’s Refund Policy, we will refund the time remaining on this server plan upon its cancellation. If our customer wishes to take advantage of this offer they can contact this office at [email protected]. This offer will remain in place until June 18, 2017. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Please see the deposit dates referenced in the message. No deposit of any kind has been made on those dates even after working with Godaddy staff to correct the issue which has been confirmed twice by their staff as resolved.
Regards,
[redacted]
Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response. Our customer had indicated they initiated the process to move a domain name from one GoDaddy account to another, utilizing the Account Change process. There are multiple steps required by a customer to perform this process, including the acknowledgement of our Domain Name Change of Registrant Agreement. We appreciate our customer’s candid feedback regarding terminology within the email notification referenced and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Thank you Revdex.com.
Regards,
[redacted]
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed the complainant’s correspondence and would like to present the following.Upon purchase of services the complainant acknowledged and accepted the following agreements:• GoDaddy...
Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Auctions Membership AgreementCopies of the latest version of these agreements may be found at:[redacted]On July 3, 2012 the complainant purchased a GoDaddy Auction membership and Domain Name through our Expired Domain service. Per the complainants account preferences, GoDaddy was instructed to automatically renew the services in question and did so in a Good Faith effort to honor its agreements with the complainant. Account management is a customer responsibility. The Domain Name was renewed on May 27, 2013 and 2014 while the GoDaddy Auction membership renewed on June 23, 2013 and 2014. GoDaddy sent renewal notices prior to the expiration date on:February 25, 2013 February 25, 2014March 25, 2013 March 25, 2014March 27, 2013 March 27, 2014April 24, 2013 April 24, 2014April 26, 2013 April 26, 2014May 11, 2013 May 11, 2014May 21, 2013 May 21, 2014May 24, 2013 May 24, 2014June 8, 2013 June 8, 2014RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complaint first contacted our Customer Care Center on November 8, 2014 regarding these products and to request a refund. During this call the complainant updated their account preferences and cancelled the automatic renewal for these products.As a onetime exception to our refund policy we will provide the complainant with a refund for the most recent renewal of their GoDaddy Auction membership. Please allow 5 to 7 days for this to reflect with their financial institution.EDUCATION:The following GoDaddy Support articles will be helpful in the future to the complainant for disabling automatic renewal and/or canceling unwanted products and services:Managing Renewals for Products and Services[redacted]Canceling Products[redacted]Refund Policy[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the additional concerns presented by our customer.We were able to connect with our customer via phone to try and address their concerns. GoDaddy provides multiple options our customers may use to gain access to an account and/or validate an account. Our customer chose to decline all of the options presented to them.Our customer may find the following help article useful for understanding GoDaddy’s process when a domain name expires: https://www.godaddy.com/help/what-happens-after-domain-names-expire-6700Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Melanie V[redacted]Office of the CEO - GoDaddy