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 • Domain Name Registration Agreement• Hosting AgreementThe latest version of these agreements may be found at:[redacted]As part of an ongoing effort to protect our customers and credit card holders from unauthorized online purchases, GoDaddy routinely requests payment verification for new purchases. In conjunction with our Universal Terms of Service Agreement, our customer was requested to provide a copy of the payment method account holder’s government-issued photo identification, such as a driver’s license or passport. They were also informed that if we do not receive the requested documentation that that order may be canceled. This notification was sent to our customer on December 23, 2014 and the information is requested within a 48 hour timeframe.Because our Verification Office did not receive the required documentation to validate the order until December 27, 2014, GoDaddy canceled the services and issued a full refund back to the credit card holder on December 26, 2014.RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and credit card holder. The customer has since provided the proper requested information and the account has been unlocked. The customer has already repurchased their products and we consider this matter resolved.Thank you again for the opportunity to address the concerns presented by our valuable customer.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone###-###-#### FaxThis email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.
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: • GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]On April 16, 2013 during a call to our Customer Care Center the complaint purchased an Ultimate Hosting Account for a two year term.On August 12, 2014 the complainant contacted our Customer Care Center to discuss why their [redacted] based website was not displaying properly. During the course of this call our agent identified changes to the site related to the complainant’s actions and installation of plug-ins to be the cause of the site’s problems. GoDaddy worked vigorously to resolve all of the technical issues the complainant experienced. Ultimately it is a customer responsibility to maintain independent archival and backup copies of their website or server content and research plug-ins prior to installation and activation on the Word Press Platform.A Hosting Restore was provided to the complainant at a 50% discount of our standard pricing however, we have no control over the adverse effects that plug-ins may have on any website or its content. The fee is not a punitive fee but it is one we charge for the restoration attempt service.We appreciate the complainant’s candid feedback about our service levels 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.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception we have provided the complainant with a refund for cost of their Hosting Restore ($75.00), please allow 5 to 7 days for this to reflect with their financial institution.EDUCATION: The complainant might find these GoDaddy articles regarding [redacted] useful. Helpful [redacted] Articles:[redacted]Backing up and Restoring MySQL or MSSQL Databases:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy
Firstly, your comments in regards to "I was trying to send a mass email" are frivolous in nature and never transpired (I would urge you to present the call).To lie, and do so in writing on behalf of the CEO of GoDaddy, is not ideal to say the least.We send hundreds of emails per day, they are individual, and seeing how we have 500 relays on the account, never exceed 400 per day there should not be any issues. Secondly, the one GoDaddy representative did state it's a known issue (a continuous prompt of a GoDaddy password when logging into Outlook), and she stated "you can simply check online, there are scattered reports everywhere."Let me show you a few of those reports:https://www.google.com/search?client=safari&rls=en&q=outlook+201...⇄ you're an authorized reseller of the MS product which has issues, you're liable to mitigate those issues.In correlation to such continuous prompts, I had to switch the Google business apps, and incurred another cost as well. , I cancelled the MS office suite (and was no longer able to use the Office programs associated with such, i.e. Word, Powerpoint, Excel, etc).Refund my money, or you'll be facing a lawsuit.
Thank you for the opportunity to address the additional concerns presented by our customer.We stand by our previous response. During the checkout process the purchase path includes an offer to add an Ultimate Hosting plan with a domain name purchase for as low as $9.99 with product limitations. These limitations include the verbiage explaining the purchase must be for a new 12, 24 or 36 month term.In addition, when modifying the term length in the shopping cart, prior to checkout, the pricing drop-down menu shows the hosting plans that receive a discount if they qualify. This way customers know up front if the term they are selecting is eligible for the discount before finishing the check out process.Thank 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 additional concerns presented by the complainant. GoDaddy does not arbitrarily change the automatic renewal setting on a customer’s behalf; account management is a customer responsibility. Customers may, at any time, log into their account and modify this preference. GoDaddy also sent the complainant email notifications of the pending renewal prior to taking renewal action as directed by the complainant via their account preferences.As a goodwill gesture and one-time exception to our refund policy, GoDaddy has refunded 50% of the renewal cost of the domain to the complainant’s original payment method, a total of $32.05.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
Thank you for responding to my complaint. One thing not addressed was the fact that the auto renewal price for the product was 10x the initial price paid. Imagine if you signed up for a Netflix account for 9.99, only to find out that auto-renewing meant you agreed to pay at the new price of $99.99. So I am shocked that you are even allowed to call that an 'auto-renewal' since really you are charging me substantially more for the exact same productSecondly, while upon digging I did find that you had sent me auto-renewal requests they had all gone straight to my spam folder. Therefore I had no idea the renewal was occurring. Thirdly, you guys in your terms of service clearly state that you are able to provide refunds to people who request within a certain timeframe of auto-renewal. However, for some bizarre reason you have a separate policy for .co addresses? I was aware that Go-Daddy had a convenient refund policy which is why I figured I would wait until after an auto-renewal occurred and then request a refund. However instead you have this bizarre clause blocking refunds on .co addresses. I have a theory as to why this is the case - I suspect it is because you offer .co addresses at a substantial discount (which gets suckers like me to sign up), then you jack up the price 10x on the auto-renew and prevent refunds. This is a quintessential sleazy business practice.I am going to continue making more an more noise about this bad business practice until the situation is rectified and I am refunded the full amount.
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 [redacted].On March 14, 2015, our customer contacted GoDaddy and purchased a Virtual Private...
Server (VPS). This server was in use until August 10, 2017.On July 26, 2017, our customer contacted GoDaddy on two separate occasions for help with a server setting. At no time did our customer state they were unable to access the server via SSH. GoDaddy did not make modifications to our customer’s VPS.On August 9, 2017, our customer contacted GoDaddy three times because of server permission errors. During the first two interactions, GoDaddy staff and our customer were able to access the server via SSH. During the third interaction, it was determined the server was no longer accessible and would need to be re-provisioned; this action resets the server to its original state. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.VPS Virtual Private Servers are sold with the understanding that the customer is knowledgeable and can administer their own server, as they are responsible for performing any configurations, software installations, disk space allocations (e.g. to email accounts, databases, websites, etc.), and troubleshooting any issues therein. The reason we charge a server recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored. Per our terms of service (to which our customer agreed) it is our customer's responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
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 [redacted].On July 9, 2007, our customer purchased a domain name for a 10-year term, via online...
transaction.On July 10, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with our customer. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility.As described in GoDaddy’s Universal Terms of Service Agreement, domain names set to automatic renewal may renew for a period equivalent to the original service period; 10 years in this instance.GoDaddy sent renewal notices prior to the expiration date on June 9, 2017 and July 4, 2017. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken.GoDaddy was notified on September 1, 2017, our customer disputed the renewal transaction with their financial institution. This chargeback withdrew payments made to GoDaddy and the service was suspended from the account. GoDaddy incurs costs to handle chargebacks, including the cost for our staff to research and address these items.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On September 5, 2017, our customer recovered the domain by paying the associated fees. The domain will expire July 9, 2027. We encourage our customer to review and manage their account settings to prevent further unwanted renewals.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We stand by our previous response. From time to time a company must make the difficult decision to cease (End-of-life or EOL) providing a particular product or service. This is the case with the free hosting promotion the complainant previously made use of.We have already provided the complainant with an Economy Plesk Hosting Plan for a one-year term at no cost. As a onetime exception, we have upgraded this hosting plan to a Deluxe Plesk Hosting Plan, which will support an unlimited number of websites. The complainant will be responsible for the cost of future renewals.Should the complainant require assistance they can contact GoDaddy’s 24 Hour Customer Care Center at [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,John M[redacted]Office of the CEO - [email protected][redacted]
[redacted]
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.GoDaddy customer support states that there was a problem with my configuration file, yet, this same code works in 4 other hosting environments, I can attach proof of this if required.GoDaddy states:"Our customer was advised to review their code as we do not offer support for custom scripting"On the 17th of December, I was speaking to a customer support representative, and they modified my scripting code which caused the application to completely crash. The support representative also stated that the problem has been resolved, when in fact it wasn't. I have proof with a time-stamp on the file which proves the file was modified by customer support within the time frame and proof that this was a scripting file. GoDaddy claims to not offer scripting support, but yet they change scripting files and do not remove their test data when complete. They tend to push their problems onto the customer and state that they do not offer support with fixing this. Again, I have proof of 4 instances where this occurred. I can attach if required.GoDaddy states:"During subsequent interactions, our customer was again advised that the issue was with their coding. It appears our customer did not follow through with the suggestions from our support staff." GoDaddy advised me there was a problem with Application Trust. I advise GoDaddy that my application does not require extra Trust and that this 'solution' was simply impossible. I believe that the technical support isn't fully aware of how [redacted] applications fully work. The advice they were offering me sounded like somebody who ha very little experience of how [redacted] applications work. I told th support staff that this solution was impossible and it seems like they didn't understand the technology or my problem. I believe GoDaddy are hosting solutions in which they do not have the knowledge to support. They pass of their problems to the customer and attempt to remove all of their responsibility in the matter. I have a full chat log of talking with the customer service team about an issue with a 503 error. I can also provide this is required. I have a written letter from a Certified Microsoft Professional stating that this information provided to me by customer support was very poor and very inaccurate. Again, I can provide this chat log and this signed letter at your request.I have also experienced slow FTP transfers with GoDaddy and a lot of timeouts when trying to upload data to my shared hosting server. I contacted support about this and received very little help in solving the matter. Some of the files within my hosting dissappered and files had been modified without my consent.I have 5 other people who will write testimonies to this effect as I live with 5 other people and they were with me during the support calls I made. O Monday the 15th of December, I was talking with Godaddy support for 7 hours. Again, I have a full chat log available of this and proof of the representative giving false, bad and incorrect information to aide my issue.
Regards,
[redacted]
Dear Dispute Resolution Consultant,Thank you for bringing the complainant’s additional comments to our attention.As stated in our original response, account security is a customer responsibility. GoDaddy thoroughly reviewed the account in question and the information provided by the complainant. We are unable to verify an account compromise occurred, nor any unauthorized changes made to the account. As a registrar, we cannot become involved in any domain name dispute that may exist between third parties.Any further dispute over the registration of the domain name will need to be through an ICANN approved arbitration provider (http://www.icann.org/dndr/udrp/approved-providers.htm) or the court system.The complainant may also wish to review the Uniform Domain Name Dispute Resolution Policy (UDRP) at https://www.godaddy.com/agreements/showdoc.aspx?pageid=UNIFORM_DOMAIN.Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
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 [redacted]On April 7, 2014, our customer purchased Microsoft Office 365 plan for a two-year...
term with assistance from GoDaddy’s customer care.On April 7, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy proactively sent renewal notices to our customer prior to the renewal date, including on March 28, 2016. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As our customer has canceled the product, and as a one-time exception to GoDaddy’s refund policy, we have provided a refund for the unused portion of the product, a total of $306.29.All future refunds will be provided in accordance with GoDaddy’s refund policy:[redacted]We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
I originally purchased the domain name
"[redacted]" for $777.00 on October 15, 2015 with "Go
Daddy Auctions" service.As I was waiting for the domain transfer to go thru on
October 24, 2015, I was given a refund for the domain name for no apparent
reason. Immediately afterwards it was back on "Go Daddy Auctions" for
$3600.00. A few days later the domain dropped back down to $777.00 and
I purchased it again on November 3rd, 2015. I was sent an email informing me
that the "Domain transfer failed because the domain is too new" and
on November 5th, 2015 I was sent an email alerting me that I had personally
requested a refund that I had never requested to begin with.I immediately contacted Go Daddy and was told by a part of Go
Daddy’s support management team that "This was an error on Go Daddy’s part
and the domain should have never gone back up on auctions again." I also
have reason to believe that Go Daddy and Huge Domains are working together as
one company or part of the same company to artificially inflate the cost of the
domain names. They also attempt to sneak into your account and remove any pertaining information to your domain name purchases so that you cannot keep a record of them.I need this resolved.
Thank you for the opportunity to address our customer’s additional concerns.Following the expiration and each subsequent failed renewal attempt, GoDaddy notified our customer via email action was necessary to maintain the GoCentral service in question. GoDaddy has no control over what happens to that email after it leaves our system, or how our customer's ISP or email client handles the email once received.While we regret that our customer may be looking for other providers, should they desire to transfer the domain name registration away from GoDaddy, they may find the information within the following article helpful.https://www.godaddy.com/help/transfer-domain-to-another-registrar-3560Th...⇄ you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[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 am unhappy with the response by Godaddy, Inc. As a paying customer with the corporation for years, I requested within 30 days of my hosting plan with them expiring, access to my information. I am aware that it was my responsibility to backup my data, and unfortunately this did not occur, and I am asking Godaddy, Inc. to make a good faith effort on their part to support their promise of customer service, as seen in their mission promise to "help their customer's kick as." The link to this statement is found in: [redacted]. I did not experience this promise. When I asked for even a 24-hr option to access my data, this was denied. I was ready to sign up again for another period of hosting with this company, yet they did not support my "small, independent venture" (see https://[redacted] ) as they claim to, and instead insisted on an additional $150 to access my information. While this practice may be part of their common practice, I don't think it holds true to how they depict themselves as a company that cares about their customers, nor is it acceptable as an example of good customer service. This is my complaint: poor customer service, an unwillingness to work with a long-term customer who is asking for access to her account for a short period of time. Instead, this company has decided to hold my account hostage so that they can make more money off of me. This is sad, because I was a long-term committed customer for years, and was not planning on going anywhere. Again, I am not arguing their legal responsibility to me and my own responsibility in the transaction, but complaining about their lack of customer service, concern for the business relationship and their unwillingness to treat their long-term customer in a fair way.
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 January 15, 2017, our customer’s account was accessed using their login...
credentials. During their login session, they entered the domain manager and updated the name servers on their primary domain to point to a third party hosting company. Approximately 14 minutes later, our customer proceeded to cancel 3 email plans along with the hosting plan in question.When canceling products, our customers are presented with a screen to review the items they are canceling and are required to confirm the cancellation before proceeding.Our customer contacted our customer support center on February 21, 2017, to inquire about their website being down. They were properly informed the hosting was cancelled via the customer’s login credentials on January 15, 2017.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Because the hosting account was canceled more than 30 days ago, GoDaddy no longer has a backup of our customer’s website content. Per the Hosting Agreement accepted by our customer, they are required to maintain their own local website backups.As a gesture of goodwill, and to show our customer we value their business, we will provide three months of deluxe web hosting at no charge to them as a one-time courtesy. They will then be required to log into their account and upload their own local backups of the website.If this offer is satisfactory to our customer, they can email [email protected] to accept and we will proceed to add the 3 months of web hosting to their account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
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 January 1, 2016, our customer registered a domain and a Website Builder plan for a...
1-year term via online transaction. The customer was provided an Office 365 starter email plan at no additional cost with the purchase. Prior to renewal, our customer cancelled their domain name, however, they did not cancel the Website Builder and Email plan. As a result, those products renewed for an additional 1-year term per our customer’s account preferences. This was done in a good faith effort to honor agreements with our customer.Our customer attempted to connect with our support teams in order to address this recent billing but was unable to validate their account. GoDaddy support teams must be able to validate an account before discussing any account related inquiries with a customer to ensure they are speaking with the account holder or someone authorized for the account. We appreciate our customer’s candid feedback about their interactions with our support staff during this process and will ensure it is shared with our customer care managers in an effort to identify improvement opportunitiesRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. We have attempted to connect with our customer to address their concerns, but have only been able to leave them a message. Our customer can connect with us by responding to our follow up email we sent or they may email us at [email protected] you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
to whom it may concern, I will need a little more time to acquire copies of phone records which will show. I did in fact call them more than once over this product. And as I said someone was supposed to call me and walk me through setting it up. Something seems to be different in the setup process than the video I was given a link to at the time. No one ever called me to help me. I called again. Someone helped try to set it up, and left me in the process. It never really worked. Thank you again for your time in this matter. I would rather had someone listened to me before it came to this point.Sincerely,[redacted]The Seasoned Chef
Thank you for the opportunity to address our customer’s additional concerns. The credit card in question was used for the initial purchase of the hosting plan in 2014 and seven renewals between then and now. The card is still active on file and is associated with all items currently valid within the account. If this payment method is no longer valid we would recommend our customer remove it and add a valid payment method. Account management is solely a customer responsibility. If our customer wishes to recover their website content they will need to either pay the restoration fee of $150 USD or utilize any available content found on third party archival websites. Our customer will need to keep in mind that GoDaddy maintains backups for a short duration of time. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
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 • Domain Name Registration Agreement• Hosting AgreementThe latest version of these agreements may be found at:[redacted]As part of an ongoing effort to protect our customers and credit card holders from unauthorized online purchases, GoDaddy routinely requests payment verification for new purchases. In conjunction with our Universal Terms of Service Agreement, our customer was requested to provide a copy of the payment method account holder’s government-issued photo identification, such as a driver’s license or passport. They were also informed that if we do not receive the requested documentation that that order may be canceled. This notification was sent to our customer on December 23, 2014 and the information is requested within a 48 hour timeframe.Because our Verification Office did not receive the required documentation to validate the order until December 27, 2014, GoDaddy canceled the services and issued a full refund back to the credit card holder on December 26, 2014.RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and credit card holder. The customer has since provided the proper requested information and the account has been unlocked. The customer has already repurchased their products and we consider this matter resolved.Thank you again for the opportunity to address the concerns presented by our valuable customer.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone###-###-#### FaxThis email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.
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: • GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]On April 16, 2013 during a call to our Customer Care Center the complaint purchased an Ultimate Hosting Account for a two year term.On August 12, 2014 the complainant contacted our Customer Care Center to discuss why their [redacted] based website was not displaying properly. During the course of this call our agent identified changes to the site related to the complainant’s actions and installation of plug-ins to be the cause of the site’s problems. GoDaddy worked vigorously to resolve all of the technical issues the complainant experienced. Ultimately it is a customer responsibility to maintain independent archival and backup copies of their website or server content and research plug-ins prior to installation and activation on the Word Press Platform.A Hosting Restore was provided to the complainant at a 50% discount of our standard pricing however, we have no control over the adverse effects that plug-ins may have on any website or its content. The fee is not a punitive fee but it is one we charge for the restoration attempt service.We appreciate the complainant’s candid feedback about our service levels 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.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception we have provided the complainant with a refund for cost of their Hosting Restore ($75.00), please allow 5 to 7 days for this to reflect with their financial institution.EDUCATION: The complainant might find these GoDaddy articles regarding [redacted] useful. Helpful [redacted] Articles:[redacted]Backing up and Restoring MySQL or MSSQL Databases:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy
Firstly, your comments in regards to "I was trying to send a mass email" are frivolous in nature and never transpired (I would urge you to present the call).To lie, and do so in writing on behalf of the CEO of GoDaddy, is not ideal to say the least.We send hundreds of emails per day, they are individual, and seeing how we have 500 relays on the account, never exceed 400 per day there should not be any issues. Secondly, the one GoDaddy representative did state it's a known issue (a continuous prompt of a GoDaddy password when logging into Outlook), and she stated "you can simply check online, there are scattered reports everywhere."Let me show you a few of those reports:https://www.google.com/search?client=safari&rls=en&q=outlook+201...⇄ you're an authorized reseller of the MS product which has issues, you're liable to mitigate those issues.In correlation to such continuous prompts, I had to switch the Google business apps, and incurred another cost as well. , I cancelled the MS office suite (and was no longer able to use the Office programs associated with such, i.e. Word, Powerpoint, Excel, etc).Refund my money, or you'll be facing a lawsuit.
Thank you for the opportunity to address the additional concerns presented by our customer.We stand by our previous response. During the checkout process the purchase path includes an offer to add an Ultimate Hosting plan with a domain name purchase for as low as $9.99 with product limitations. These limitations include the verbiage explaining the purchase must be for a new 12, 24 or 36 month term.In addition, when modifying the term length in the shopping cart, prior to checkout, the pricing drop-down menu shows the hosting plans that receive a discount if they qualify. This way customers know up front if the term they are selecting is eligible for the discount before finishing the check out process.Thank 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 additional concerns presented by the complainant. GoDaddy does not arbitrarily change the automatic renewal setting on a customer’s behalf; account management is a customer responsibility. Customers may, at any time, log into their account and modify this preference. GoDaddy also sent the complainant email notifications of the pending renewal prior to taking renewal action as directed by the complainant via their account preferences.As a goodwill gesture and one-time exception to our refund policy, GoDaddy has refunded 50% of the renewal cost of the domain to the complainant’s original payment method, a total of $32.05.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
Thank you for responding to my complaint. One thing not addressed was the fact that the auto renewal price for the product was 10x the initial price paid. Imagine if you signed up for a Netflix account for 9.99, only to find out that auto-renewing meant you agreed to pay at the new price of $99.99. So I am shocked that you are even allowed to call that an 'auto-renewal' since really you are charging me substantially more for the exact same productSecondly, while upon digging I did find that you had sent me auto-renewal requests they had all gone straight to my spam folder. Therefore I had no idea the renewal was occurring. Thirdly, you guys in your terms of service clearly state that you are able to provide refunds to people who request within a certain timeframe of auto-renewal. However, for some bizarre reason you have a separate policy for .co addresses? I was aware that Go-Daddy had a convenient refund policy which is why I figured I would wait until after an auto-renewal occurred and then request a refund. However instead you have this bizarre clause blocking refunds on .co addresses. I have a theory as to why this is the case - I suspect it is because you offer .co addresses at a substantial discount (which gets suckers like me to sign up), then you jack up the price 10x on the auto-renew and prevent refunds. This is a quintessential sleazy business practice.I am going to continue making more an more noise about this bad business practice until the situation is rectified and I am refunded the full amount.
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 [redacted].On March 14, 2015, our customer contacted GoDaddy and purchased a Virtual Private...
Server (VPS). This server was in use until August 10, 2017.On July 26, 2017, our customer contacted GoDaddy on two separate occasions for help with a server setting. At no time did our customer state they were unable to access the server via SSH. GoDaddy did not make modifications to our customer’s VPS.On August 9, 2017, our customer contacted GoDaddy three times because of server permission errors. During the first two interactions, GoDaddy staff and our customer were able to access the server via SSH. During the third interaction, it was determined the server was no longer accessible and would need to be re-provisioned; this action resets the server to its original state. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.VPS Virtual Private Servers are sold with the understanding that the customer is knowledgeable and can administer their own server, as they are responsible for performing any configurations, software installations, disk space allocations (e.g. to email accounts, databases, websites, etc.), and troubleshooting any issues therein. The reason we charge a server recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored. Per our terms of service (to which our customer agreed) it is our customer's responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
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 [redacted].On July 9, 2007, our customer purchased a domain name for a 10-year term, via online...
transaction.On July 10, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with our customer. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility.As described in GoDaddy’s Universal Terms of Service Agreement, domain names set to automatic renewal may renew for a period equivalent to the original service period; 10 years in this instance.GoDaddy sent renewal notices prior to the expiration date on June 9, 2017 and July 4, 2017. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken.GoDaddy was notified on September 1, 2017, our customer disputed the renewal transaction with their financial institution. This chargeback withdrew payments made to GoDaddy and the service was suspended from the account. GoDaddy incurs costs to handle chargebacks, including the cost for our staff to research and address these items.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On September 5, 2017, our customer recovered the domain by paying the associated fees. The domain will expire July 9, 2027. We encourage our customer to review and manage their account settings to prevent further unwanted renewals.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We stand by our previous response. From time to time a company must make the difficult decision to cease (End-of-life or EOL) providing a particular product or service. This is the case with the free hosting promotion the complainant previously made use of.We have already provided the complainant with an Economy Plesk Hosting Plan for a one-year term at no cost. As a onetime exception, we have upgraded this hosting plan to a Deluxe Plesk Hosting Plan, which will support an unlimited number of websites. The complainant will be responsible for the cost of future renewals.Should the complainant require assistance they can contact GoDaddy’s 24 Hour Customer Care Center at [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,John M[redacted]Office of the CEO - [email protected][redacted]
[redacted]
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.GoDaddy customer support states that there was a problem with my configuration file, yet, this same code works in 4 other hosting environments, I can attach proof of this if required.GoDaddy states:"Our customer was advised to review their code as we do not offer support for custom scripting"On the 17th of December, I was speaking to a customer support representative, and they modified my scripting code which caused the application to completely crash. The support representative also stated that the problem has been resolved, when in fact it wasn't. I have proof with a time-stamp on the file which proves the file was modified by customer support within the time frame and proof that this was a scripting file. GoDaddy claims to not offer scripting support, but yet they change scripting files and do not remove their test data when complete. They tend to push their problems onto the customer and state that they do not offer support with fixing this. Again, I have proof of 4 instances where this occurred. I can attach if required.GoDaddy states:"During subsequent interactions, our customer was again advised that the issue was with their coding. It appears our customer did not follow through with the suggestions from our support staff." GoDaddy advised me there was a problem with Application Trust. I advise GoDaddy that my application does not require extra Trust and that this 'solution' was simply impossible. I believe that the technical support isn't fully aware of how [redacted] applications fully work. The advice they were offering me sounded like somebody who ha very little experience of how [redacted] applications work. I told th support staff that this solution was impossible and it seems like they didn't understand the technology or my problem. I believe GoDaddy are hosting solutions in which they do not have the knowledge to support. They pass of their problems to the customer and attempt to remove all of their responsibility in the matter. I have a full chat log of talking with the customer service team about an issue with a 503 error. I can also provide this is required. I have a written letter from a Certified Microsoft Professional stating that this information provided to me by customer support was very poor and very inaccurate. Again, I can provide this chat log and this signed letter at your request.I have also experienced slow FTP transfers with GoDaddy and a lot of timeouts when trying to upload data to my shared hosting server. I contacted support about this and received very little help in solving the matter. Some of the files within my hosting dissappered and files had been modified without my consent.I have 5 other people who will write testimonies to this effect as I live with 5 other people and they were with me during the support calls I made. O Monday the 15th of December, I was talking with Godaddy support for 7 hours. Again, I have a full chat log available of this and proof of the representative giving false, bad and incorrect information to aide my issue.
Regards,
[redacted]
Dear Dispute Resolution Consultant,Thank you for bringing the complainant’s additional comments to our attention.As stated in our original response, account security is a customer responsibility. GoDaddy thoroughly reviewed the account in question and the information provided by the complainant. We are unable to verify an account compromise occurred, nor any unauthorized changes made to the account. As a registrar, we cannot become involved in any domain name dispute that may exist between third parties.Any further dispute over the registration of the domain name will need to be through an ICANN approved arbitration provider (http://www.icann.org/dndr/udrp/approved-providers.htm) or the court system.The complainant may also wish to review the Uniform Domain Name Dispute Resolution Policy (UDRP) at https://www.godaddy.com/agreements/showdoc.aspx?pageid=UNIFORM_DOMAIN.Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
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 [redacted]On April 7, 2014, our customer purchased Microsoft Office 365 plan for a two-year...
term with assistance from GoDaddy’s customer care.On April 7, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy proactively sent renewal notices to our customer prior to the renewal date, including on March 28, 2016. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As our customer has canceled the product, and as a one-time exception to GoDaddy’s refund policy, we have provided a refund for the unused portion of the product, a total of $306.29.All future refunds will be provided in accordance with GoDaddy’s refund policy:[redacted]We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
I originally purchased the domain name
"[redacted]" for $777.00 on October 15, 2015 with "Go
Daddy Auctions" service.As I was waiting for the domain transfer to go thru on
October 24, 2015, I was given a refund for the domain name for no apparent
reason. Immediately afterwards it was back on "Go Daddy Auctions" for
$3600.00. A few days later the domain dropped back down to $777.00 and
I purchased it again on November 3rd, 2015. I was sent an email informing me
that the "Domain transfer failed because the domain is too new" and
on November 5th, 2015 I was sent an email alerting me that I had personally
requested a refund that I had never requested to begin with.I immediately contacted Go Daddy and was told by a part of Go
Daddy’s support management team that "This was an error on Go Daddy’s part
and the domain should have never gone back up on auctions again." I also
have reason to believe that Go Daddy and Huge Domains are working together as
one company or part of the same company to artificially inflate the cost of the
domain names. They also attempt to sneak into your account and remove any pertaining information to your domain name purchases so that you cannot keep a record of them.I need this resolved.
Thank you for the opportunity to address our customer’s additional concerns.Following the expiration and each subsequent failed renewal attempt, GoDaddy notified our customer via email action was necessary to maintain the GoCentral service in question. GoDaddy has no control over what happens to that email after it leaves our system, or how our customer's ISP or email client handles the email once received.While we regret that our customer may be looking for other providers, should they desire to transfer the domain name registration away from GoDaddy, they may find the information within the following article helpful.https://www.godaddy.com/help/transfer-domain-to-another-registrar-3560Th...⇄ you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[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 am unhappy with the response by Godaddy, Inc. As a paying customer with the corporation for years, I requested within 30 days of my hosting plan with them expiring, access to my information. I am aware that it was my responsibility to backup my data, and unfortunately this did not occur, and I am asking Godaddy, Inc. to make a good faith effort on their part to support their promise of customer service, as seen in their mission promise to "help their customer's kick a
s." The link to this statement is found in: [redacted]. I did not experience this promise. When I asked for even a 24-hr option to access my data, this was denied. I was ready to sign up again for another period of hosting with this company, yet they did not support my "small, independent venture" (see https://[redacted] ) as they claim to, and instead insisted on an additional $150 to access my information. While this practice may be part of their common practice, I don't think it holds true to how they depict themselves as a company that cares about their customers, nor is it acceptable as an example of good customer service. This is my complaint: poor customer service, an unwillingness to work with a long-term customer who is asking for access to her account for a short period of time. Instead, this company has decided to hold my account hostage so that they can make more money off of me. This is sad, because I was a long-term committed customer for years, and was not planning on going anywhere. Again, I am not arguing their legal responsibility to me and my own responsibility in the transaction, but complaining about their lack of customer service, concern for the business relationship and their unwillingness to treat their long-term customer in a fair way.
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 January 15, 2017, our customer’s account was accessed using their login...
credentials. During their login session, they entered the domain manager and updated the name servers on their primary domain to point to a third party hosting company. Approximately 14 minutes later, our customer proceeded to cancel 3 email plans along with the hosting plan in question.When canceling products, our customers are presented with a screen to review the items they are canceling and are required to confirm the cancellation before proceeding.Our customer contacted our customer support center on February 21, 2017, to inquire about their website being down. They were properly informed the hosting was cancelled via the customer’s login credentials on January 15, 2017.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Because the hosting account was canceled more than 30 days ago, GoDaddy no longer has a backup of our customer’s website content. Per the Hosting Agreement accepted by our customer, they are required to maintain their own local website backups.As a gesture of goodwill, and to show our customer we value their business, we will provide three months of deluxe web hosting at no charge to them as a one-time courtesy. They will then be required to log into their account and upload their own local backups of the website.If this offer is satisfactory to our customer, they can email [email protected] to accept and we will proceed to add the 3 months of web hosting to their account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
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 January 1, 2016, our customer registered a domain and a Website Builder plan for a...
1-year term via online transaction. The customer was provided an Office 365 starter email plan at no additional cost with the purchase. Prior to renewal, our customer cancelled their domain name, however, they did not cancel the Website Builder and Email plan. As a result, those products renewed for an additional 1-year term per our customer’s account preferences. This was done in a good faith effort to honor agreements with our customer.Our customer attempted to connect with our support teams in order to address this recent billing but was unable to validate their account. GoDaddy support teams must be able to validate an account before discussing any account related inquiries with a customer to ensure they are speaking with the account holder or someone authorized for the account. We appreciate our customer’s candid feedback about their interactions with our support staff during this process and will ensure it is shared with our customer care managers in an effort to identify improvement opportunitiesRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. We have attempted to connect with our customer to address their concerns, but have only been able to leave them a message. Our customer can connect with us by responding to our follow up email we sent or they may email us at [email protected] you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
to whom it may concern, I will need a little more time to acquire copies of phone records which will show. I did in fact call them more than once over this product. And as I said someone was supposed to call me and walk me through setting it up. Something seems to be different in the setup process than the video I was given a link to at the time. No one ever called me to help me. I called again. Someone helped try to set it up, and left me in the process. It never really worked. Thank you again for your time in this matter. I would rather had someone listened to me before it came to this point.Sincerely,[redacted]The Seasoned Chef
Thank you for the opportunity to address our customer’s additional concerns. The credit card in question was used for the initial purchase of the hosting plan in 2014 and seven renewals between then and now. The card is still active on file and is associated with all items currently valid within the account. If this payment method is no longer valid we would recommend our customer remove it and add a valid payment method. Account management is solely a customer responsibility. If our customer wishes to recover their website content they will need to either pay the restoration fee of $150 USD or utilize any available content found on third party archival websites. Our customer will need to keep in mind that GoDaddy maintains backups for a short duration of time. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy