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• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn February 11, 2012 the complainant purchased the Domain Name in question for a three year term during an online transaction. On February 24, 2015 per the complainant's account preferences, GoDaddy was instructed to automatically renew the Domain Name in question for a three 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 on:• November 14, 2014• December 14, 2014• January 13, 2015• January 28, 2015• February 7, 2015These 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 March 17, 2015 the complainant contacted our Customer Care team to discuss the renewal of the Domain Name in question which occurred February 24, 2015 and request a refund. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception to our Refund Policy we will provide the complainant with a refund of the most renewal of the Domain Name in question. Please allow 5 to 7 days for this to reflect with your financial institution. The complainant will remain responsible for the cancellation of the Domain Name in question. Should they require assistance they may contact our 24 Hour Customer Care Center at ###-###-####.EDUCATION:The following GoDaddy Support articles may be helpful in the future to the complainant for managing their GoDaddy 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.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### 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.Prior to conducting business with GoDaddy all customers are required to acknowledge and...
agree to the following agreements:• GoDaddy Universal Terms of Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant has disputed the ownership of the account in question. Our research indicates that this is a dispute between third parties. RESOLUTION:GoDaddy takes its commitment to consumer protection very seriously. Furthermore GoDaddy does not arbitrarily change the ownership of accounts; account management and security preferences are a customer responsibility. We consider this to be a dispute between third parties in which we cannot become involved.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the [email protected][redacted]Scottsdale, AZ 85260###-###-#### Phone ###-###-#### Fax
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I don't appreciate their implication that it was my fault, but will accept their refund in good faith. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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 November 12, 2015, our customer registered a domain name via online transaction for...
a one-year term. On November 20, 2015 our customer’s transaction was flagged for review by our Verification Office, and an email was sent to the email address on file requesting verification of the transaction with proper, legible credentials. Our goal is to reasonably ensure that the owner of the payment method has authorized the transaction(s). GoDaddy takes customer security and our commitment to preventing fraud very seriously.No action was taken by our customer until July 28, 2016 when the customer contacted GoDaddy support as their account was locked. Our customer was informed of what occurred and what their next steps were to address the issue.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As the appropriate information requested by our Verification Office was not received in a timely manner, the account in question was administratively locked on November 24, 2015. Additionally, the transaction was been refunded in full to the original payment method, and the domain name registration removed from the account. As the customer has since been able to address this the issue with GoDaddy’s Verification Office, the customer’s account has been unlocked and the domain has been returned to their account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[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• Auctions Membership Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 18, 2015 the complainant purchased a registration for the specified [redacted] (Domain Name “A”) via an online transaction through the GoDaddy Auctions website, https://auctions.godaddy.com/. GoDaddy Auctions is a marketplace for the sale of Domain Names from one party to another.Despite GoDaddy’s requests, the Registrant/owner of the Domain Name was unable to transfer ownership to the complainant and the transaction was cancelled. On May 5, 2015 GoDaddy provided a full refund for the failed auction transaction.On April 28, 2015 the complainant contacted out Customer Care teams via phone and attempted to purchase the registration of [redacted] (Domain Name “B”) through the GoDaddy Auctions website. The Domain Name, already registered to another party, was listed by the seller in an 'Offer/Counter Offer' Auction. The seller of this domain name did not respond to the complainants bid and the transaction was not completed.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy is not and has never been the Registrar of Domain Name “A”. Furthermore the Domain Name was listed for sale on the GoDaddy Auctions website by a third party. GoDaddy has already provided a full refund for the failed auction transaction.The complainant never completed a transaction to register Domain Name “B” and as such GoDaddy is not responsible for any losses they may have incurred.EDUCATION:The following link may be helpful to the customer regarding the domain name Auction process: GoDaddy Auctions FAQ - https://support.godaddy.com/help/article/890/godaddy-auctions-faqThank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kind regards, [redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com [redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the concerns presented by our customer We would like to present the following: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.aspxOn February 6, 2007, our customer purchased the domain name in question for a one-year term, during a call to Godaddy’s Customer Care Center. Our customer subsequently renewed the domain name on an annual basis until its expiration on February 18, 2016. After expiration, GoDaddy provides a 42 day grace period for customers to renew or redeem their domain.On April 5, 2016, our customer contacted GoDaddy’s Customer Care Center and redeemed their domain name.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.This office has spoken with our customer and confirmed the redemption of their domain name and no additional charges were applied. Our customer expressed their satisfaction with this outcome. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[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 March 6, 2017, our customer contacted GoDaddy's Customer Care Team regarding email...
being bounced back labeled as Spam. These were a direct result of our customer's website and its reputation with Cloudmark. Cloudmark is a service that GoDaddy and many other email providers subscribe to that provides protection against spam, viruses, phishing, and similar threats that affect email.Once our customer cleared the questionable content from their website, GoDaddy was able to resolve these issues on our customer's behalf with Cloudmark.GoDaddy is not responsible for the content found on our customer's website and the consequences of that content.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Upon removing the malware from our customer’s website, their email block was removed.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 April 22, 2016, our customer purchased a Windows Web Hosting plan for two years...
with assistance from GoDaddy’s customer care.
On October 27, 2016, our customer contacted GoDaddy via chat to cancel their Windows hosting service. Our customer was directed to the section of their account where they would be able to cancel unwanted services. While completing the cancellation steps from within their account, our customer was presented with messaging that stated the cancellation of their service does not entitle them to a refund.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
The hosting service our customer purchased was eligible for a refund if canceled within thirty days of purchase. Our customer was correctly advised they were no longer eligible for a refund.
The cancellation of a hosting plan is irreversible. As such, it is not possible to reinstate the plan our customer canceled. If they still wish to have hosting service, it must be via a new hosting plan.
As a onetime exception, we have added a new Windows Web hosting plan to their account at no cost, for the same number of months that were remaining on the plan that they canceled. Our customer is responsible for uploading any content they wish to host to the new hosting plan.Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Stephen J[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 the GoDaddy account in question to which we would like to present the following.
Prior to the purchase of products and services our customer acknowledged the...
following agreements:
• Universal Terms of Service Agreement• Website Builder Service Agreement• Online Store/Quick Shopping Cart Agreement• Domain Name Registration Agreement• Hosting Agreement
The latest version of these agreements and other legal agreements may be found at: [redacted]
We appreciate our customer’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 any improvement opportunities that may exist. GoDaddy strives to offer the best service levels in the industry.
On December 30, 2014, our customer contacted GoDaddy support staff because certain elements of their website were not displaying as desired. Though our customer is using GoDaddy tools to build their website, the specific content in question was developed by our customer using custom code. While our programs allow for the inclusion of custom coding, it is our customer’s responsibility to ensure their code works within the framework of our programs. GoDaddy does not provide technical support for custom coding.
Resolution:
GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.
One of the refunds our customer is seeking is for a product associated with a promotional offer. Specifically, their purchase of our Website Builder product included a free domain name for the same term, provided that they maintained the Website Builder service through the initial term.
With our customer's decision to cancel Website Builder, coupled with their choice to keep the domain, we are unable to absorb the cost of the domain. As such, we will not be providing a refund in this instance. We have issued a $12 refund for their purchase of 1 year of Managed Wordpress Hosting.
Education:
The customer might find the following articles useful.GoDaddy's Statement of Support[redacted]Refund Policy[redacted]
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.
Kindest Regards
[redacted]Office of the CEO - GoDaddy[redacted] Phone[redacted] Fax
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]
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 December 28, 2016, the domain name in question was moved from one GoDaddy account...
to another via an Account Change. During this process, our customer changed the registrant contact information associated with the domain, initiating a 60-day transfer lock (“Transfer Prohibition Period”). GoDaddy takes the security of our customers’ accounts and domain names very seriously. As most domain hijackings occur shortly after a change of registrant is performed on a domain name, GoDaddy’s Change of Registrant Agreement was implemented to help protect our customers from such thefts.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been in contact with our Domain Services team. On January 5, 2016, the transfer lock was removed from the associated domains as a goodwill gesture. Our customer may transfer the domains provided they remain in accordance with the agreements they had acknowledged.Our customer may find the following information useful:Transferring Domain Names to Another Registrar: https://www.godaddy.com/help/transferring-domain-names-to-another-registrar-3560 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 concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon conducting business with...
[redacted]:• Universal Terms of Service Agreement • Website Builder Service Agreement The latest version of these agreements can be found at: [redacted]On February 25, 2013, our customer purchased a Website Builder plan for a five-year term. Website Builder is a template based product used to construct a website. Our customer contacted [redacted] technical support multiple times via phone in August, 2015 stating they were unable to view their website on mobile devices. While our most recent version of our Website Builder product is version 7 (v7), our customer is currently using an older version (v6) of the product. [redacted]'s technical support staff worked diligently and vigorously to resolve all technical issues the customer experienced.RESOLUTION:[redacted] has upheld its agreements in good faith with our customer and honored its terms of service. At this time, we have confirmed the mobile version of their website is live. Should our customer wish to upgrade to our newest version ofWebsite Builder (v7), as a gesture of goodwill we would be happy to offer a new plan of their choice at no cost for a one-year term. Our customer would be responsible for any subsequent product renewals and would need to re-create their website within the new software. Alternatively, if our customer would like [redacted] to migrate their website to the newest version, the typical fee is $150.00. However, we would be happy to reduce the fee to $75.00. [redacted] cannot completely waive the cost of this service due to the labor involved in migrating any data. If our customer wishes to accept this offer, they may contact our office directly. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Regards,[redacted]Office of the CEO - [redacted]
[redacted]
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.GoDaddy takes customer security and our commitment to
preventing fraud very seriously....
If there are uncertainties with
transactions made, these transactions may be flagged for review by our
Verification Office. A request for
proper, legible credentials from the account holder would be requested to verify
the transaction as legitimate. Our goal is to reasonably ensure that the owner
of the payment method has authorized the transaction(s). According to a public WHOIS lookup, the domain name in
question has been registered through GoDaddy, and is utilizing private
registration services. The complainant
may use any available information from the WHOIS search
to contact the registrant of the domain should they wish to attempt to acquire
it.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 - [email protected][redacted]
[redacted]
Thank you for the opportunity to address our customer’s additional concerns.During an interaction with one of our agents on February 20, 2017, our customer was consulted on a Professional Web Design Makeover and was properly informed the cost of the makeover would be $349.99. During a follow up interaction on February 27, 2017, our customer was again properly informed the one-time fee for the makeover service was $349.99. Our customer was also informed the annual hosting fee would be $179.88.Following our customers initial complaint to the Revdex.com, a member of our Professional Web Design Team made contact with our customer and assisted them with their account. This agent has also offered to assist our customer with any concerns from this complaint moving forward.At present, our customers web design makeover has been published and is set to renew in the amount of $179.88 on April 26, 2018.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. As previously stated; our Protected Registration service, which the complainant had opted to add to their domain registration, protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled or have automatic renewal disabled until the Protected Registration is canceled. Our office has connected with the complainant to clarify the service they had purchased and what information is required to cancel the Protected Registration Service. As the complainant has stated they do not wish to provide a copy of their government-issued photo ID, GoDaddy will accept a notarized affidavit in lieu of their government-issued photo ID. This affidavit, which was sent to the complainant by our Domain Services team on July 20, 2015, will need to state the complainant’s name and that they are requesting that the protected registration service be cancelled on the domain name in question. It is the complainant’s responsibility to submit the requested documentation. Once all of the requested documentation has been received and verified by our Domain Services team, the service may then be canceled.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We have only recently become aware that the complaint had multiple GoDaddy accounts and must rely upon our customer’s to provide us with data that we might otherwise be unaware of such as multiple accounts. We also sincerely appreciate the feedback about our service levels and will ensure any improvement opportunities that exist are addressed. We are currently in the process of issuing the appropriate payments, please allow 21 days for these to process.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEOGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone
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. Although we did not agree on how the domains were cancelled, I am satisfied with their response and appreciate its timeliness, and the courtesy and concern extended to me as a long time customer. They have already provided the refund.
Regards,
[redacted]
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 13, 2016, our customer purchased a SiteLock Premium plan for a 1-year term....
SiteLock is a third party software offered to our customers as an extra layer of protection against malware and virus injections. Maintaining proper website security is a customer responsibility.On March 13, 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. Details were sent to our customer following the transaction.GoDaddy sent a renewal notice on March 3, 2017 to inform our customer their expiring service 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.Since May 19, 2017, our customer has contacted our Customer Care team multiple times and has been properly informed the renewal transaction is beyond refund eligibility. GoDaddy’s Refund Policy is available at [redacted]. The renewal preference associated with our customer’s active services has since been disabled. We encourage our customer to review and manage their account preferences 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
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. GoDaddy’s design teams have assisted our customer with multiple requests over the course of building their sites. Many of these requests were outside of the scope of support for the build. Additionally, our design teams provided multiple courtesies to the customer, such as providing extra pages and designs that were not part of the design our customer paid for. These many out-of-scope requests are what continued to add to the delay of the customer’s website builds.Our customer has multiple accounts. Their SSLs in question were provided in the account our customer informed GoDaddy’s design team they wanted them placed in. If our customer would prefer the SSLs be placed in a different account, they can follow up with our design teams to move forward with this request. Lastly, per GoDaddy’s Refund Policy (linked below), our customer’s build has been completed and as such, is non-refundable. Refund Policy - https://www.godaddy.com/agreements/ShowDoc.aspx?pageid=19963Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO – GoDaddy
Thank you for the opportunity to address our customer’s additional concerns.The Website Builder service our customer originally utilized is no longer offered as a product on our website. This service has been replaced with GoCentral. Renewal rates are not equal to those of front of site pricing; front of site pricing often includes discounts for new customers, hence the difference in cost. In instances were customer's need to utilize a GoDaddy backup for the recovery of their website content, a fee is charged. In this instance that would have been $60 USD. As a courtesy for the confusion, that fee was waived. The cost previously paid by our customer, $229.48, included the renewal of two domain names. The cost for the unwanted GoCentral plan was refunded to our customer and those funds were utilized for the purchase of the Website Builder plan; $143.88 per year plus tax. As stated, the remaining funds are available for future use as In-Store Credit.If our customer would like to add a second year to their Website Builder plan, they are welcome to do so at any time from within their account. 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 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• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn February 11, 2012 the complainant purchased the Domain Name in question for a three year term during an online transaction. On February 24, 2015 per the complainant's account preferences, GoDaddy was instructed to automatically renew the Domain Name in question for a three 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 on:• November 14, 2014• December 14, 2014• January 13, 2015• January 28, 2015• February 7, 2015These 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 March 17, 2015 the complainant contacted our Customer Care team to discuss the renewal of the Domain Name in question which occurred February 24, 2015 and request a refund. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception to our Refund Policy we will provide the complainant with a refund of the most renewal of the Domain Name in question. Please allow 5 to 7 days for this to reflect with your financial institution. The complainant will remain responsible for the cancellation of the Domain Name in question. Should they require assistance they may contact our 24 Hour Customer Care Center at ###-###-####.EDUCATION:The following GoDaddy Support articles may be helpful in the future to the complainant for managing their GoDaddy 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.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### 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.Prior to conducting business with GoDaddy all customers are required to acknowledge and...
agree to the following agreements:• GoDaddy Universal Terms of Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant has disputed the ownership of the account in question. Our research indicates that this is a dispute between third parties. RESOLUTION:GoDaddy takes its commitment to consumer protection very seriously. Furthermore GoDaddy does not arbitrarily change the ownership of accounts; account management and security preferences are a customer responsibility. We consider this to be a dispute between third parties in which we cannot become involved.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the [email protected][redacted]Scottsdale, AZ 85260###-###-#### Phone ###-###-#### Fax
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I don't appreciate their implication that it was my fault, but will accept their refund in good faith. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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 November 12, 2015, our customer registered a domain name via online transaction for...
a one-year term. On November 20, 2015 our customer’s transaction was flagged for review by our Verification Office, and an email was sent to the email address on file requesting verification of the transaction with proper, legible credentials. Our goal is to reasonably ensure that the owner of the payment method has authorized the transaction(s). GoDaddy takes customer security and our commitment to preventing fraud very seriously.No action was taken by our customer until July 28, 2016 when the customer contacted GoDaddy support as their account was locked. Our customer was informed of what occurred and what their next steps were to address the issue.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As the appropriate information requested by our Verification Office was not received in a timely manner, the account in question was administratively locked on November 24, 2015. Additionally, the transaction was been refunded in full to the original payment method, and the domain name registration removed from the account. As the customer has since been able to address this the issue with GoDaddy’s Verification Office, the customer’s account has been unlocked and the domain has been returned to their account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[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• Auctions Membership Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 18, 2015 the complainant purchased a registration for the specified [redacted] (Domain Name “A”) via an online transaction through the GoDaddy Auctions website, https://auctions.godaddy.com/. GoDaddy Auctions is a marketplace for the sale of Domain Names from one party to another.Despite GoDaddy’s requests, the Registrant/owner of the Domain Name was unable to transfer ownership to the complainant and the transaction was cancelled. On May 5, 2015 GoDaddy provided a full refund for the failed auction transaction.On April 28, 2015 the complainant contacted out Customer Care teams via phone and attempted to purchase the registration of [redacted] (Domain Name “B”) through the GoDaddy Auctions website. The Domain Name, already registered to another party, was listed by the seller in an 'Offer/Counter Offer' Auction. The seller of this domain name did not respond to the complainants bid and the transaction was not completed.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy is not and has never been the Registrar of Domain Name “A”. Furthermore the Domain Name was listed for sale on the GoDaddy Auctions website by a third party. GoDaddy has already provided a full refund for the failed auction transaction.The complainant never completed a transaction to register Domain Name “B” and as such GoDaddy is not responsible for any losses they may have incurred.EDUCATION:The following link may be helpful to the customer regarding the domain name Auction process: GoDaddy Auctions FAQ - https://support.godaddy.com/help/article/890/godaddy-auctions-faqThank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kind regards, [redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com [redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the concerns presented by our customer We would like to present the following: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.aspxOn February 6, 2007, our customer purchased the domain name in question for a one-year term, during a call to Godaddy’s Customer Care Center. Our customer subsequently renewed the domain name on an annual basis until its expiration on February 18, 2016. After expiration, GoDaddy provides a 42 day grace period for customers to renew or redeem their domain.On April 5, 2016, our customer contacted GoDaddy’s Customer Care Center and redeemed their domain name.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.This office has spoken with our customer and confirmed the redemption of their domain name and no additional charges were applied. Our customer expressed their satisfaction with this outcome. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[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 March 6, 2017, our customer contacted GoDaddy's Customer Care Team regarding email...
being bounced back labeled as Spam. These were a direct result of our customer's website and its reputation with Cloudmark. Cloudmark is a service that GoDaddy and many other email providers subscribe to that provides protection against spam, viruses, phishing, and similar threats that affect email.Once our customer cleared the questionable content from their website, GoDaddy was able to resolve these issues on our customer's behalf with Cloudmark.GoDaddy is not responsible for the content found on our customer's website and the consequences of that content.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Upon removing the malware from our customer’s website, their email block was removed.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 April 22, 2016, our customer purchased a Windows Web Hosting plan for two years...
with assistance from GoDaddy’s customer care.
On October 27, 2016, our customer contacted GoDaddy via chat to cancel their Windows hosting service. Our customer was directed to the section of their account where they would be able to cancel unwanted services. While completing the cancellation steps from within their account, our customer was presented with messaging that stated the cancellation of their service does not entitle them to a refund.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
The hosting service our customer purchased was eligible for a refund if canceled within thirty days of purchase. Our customer was correctly advised they were no longer eligible for a refund.
The cancellation of a hosting plan is irreversible. As such, it is not possible to reinstate the plan our customer canceled. If they still wish to have hosting service, it must be via a new hosting plan.
As a onetime exception, we have added a new Windows Web hosting plan to their account at no cost, for the same number of months that were remaining on the plan that they canceled. Our customer is responsible for uploading any content they wish to host to the new hosting plan.Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Stephen J[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 the GoDaddy account in question to which we would like to present the following.
Prior to the purchase of products and services our customer acknowledged the...
following agreements:
• Universal Terms of Service Agreement• Website Builder Service Agreement• Online Store/Quick Shopping Cart Agreement• Domain Name Registration Agreement• Hosting Agreement
The latest version of these agreements and other legal agreements may be found at: [redacted]
We appreciate our customer’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 any improvement opportunities that may exist. GoDaddy strives to offer the best service levels in the industry.
On December 30, 2014, our customer contacted GoDaddy support staff because certain elements of their website were not displaying as desired. Though our customer is using GoDaddy tools to build their website, the specific content in question was developed by our customer using custom code. While our programs allow for the inclusion of custom coding, it is our customer’s responsibility to ensure their code works within the framework of our programs. GoDaddy does not provide technical support for custom coding.
Resolution:
GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.
One of the refunds our customer is seeking is for a product associated with a promotional offer. Specifically, their purchase of our Website Builder product included a free domain name for the same term, provided that they maintained the Website Builder service through the initial term.
With our customer's decision to cancel Website Builder, coupled with their choice to keep the domain, we are unable to absorb the cost of the domain. As such, we will not be providing a refund in this instance. We have issued a $12 refund for their purchase of 1 year of Managed Wordpress Hosting.
Education:
The customer might find the following articles useful.GoDaddy's Statement of Support[redacted]Refund Policy[redacted]
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.
Kindest Regards
[redacted]Office of the CEO - GoDaddy[redacted] Phone[redacted] Fax
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]
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 December 28, 2016, the domain name in question was moved from one GoDaddy account...
to another via an Account Change. During this process, our customer changed the registrant contact information associated with the domain, initiating a 60-day transfer lock (“Transfer Prohibition Period”). GoDaddy takes the security of our customers’ accounts and domain names very seriously. As most domain hijackings occur shortly after a change of registrant is performed on a domain name, GoDaddy’s Change of Registrant Agreement was implemented to help protect our customers from such thefts.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been in contact with our Domain Services team. On January 5, 2016, the transfer lock was removed from the associated domains as a goodwill gesture. Our customer may transfer the domains provided they remain in accordance with the agreements they had acknowledged.Our customer may find the following information useful:Transferring Domain Names to Another Registrar: https://www.godaddy.com/help/transferring-domain-names-to-another-registrar-3560 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 concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon conducting business with...
[redacted]:• Universal Terms of Service Agreement • Website Builder Service Agreement The latest version of these agreements can be found at: [redacted]On February 25, 2013, our customer purchased a Website Builder plan for a five-year term. Website Builder is a template based product used to construct a website. Our customer contacted [redacted] technical support multiple times via phone in August, 2015 stating they were unable to view their website on mobile devices. While our most recent version of our Website Builder product is version 7 (v7), our customer is currently using an older version (v6) of the product. [redacted]'s technical support staff worked diligently and vigorously to resolve all technical issues the customer experienced.RESOLUTION:[redacted] has upheld its agreements in good faith with our customer and honored its terms of service. At this time, we have confirmed the mobile version of their website is live. Should our customer wish to upgrade to our newest version ofWebsite Builder (v7), as a gesture of goodwill we would be happy to offer a new plan of their choice at no cost for a one-year term. Our customer would be responsible for any subsequent product renewals and would need to re-create their website within the new software. Alternatively, if our customer would like [redacted] to migrate their website to the newest version, the typical fee is $150.00. However, we would be happy to reduce the fee to $75.00. [redacted] cannot completely waive the cost of this service due to the labor involved in migrating any data. If our customer wishes to accept this offer, they may contact our office directly. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Regards,[redacted]Office of the CEO - [redacted]
[redacted]
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.GoDaddy takes customer security and our commitment to
preventing fraud very seriously....
If there are uncertainties with
transactions made, these transactions may be flagged for review by our
Verification Office. A request for
proper, legible credentials from the account holder would be requested to verify
the transaction as legitimate. Our goal is to reasonably ensure that the owner
of the payment method has authorized the transaction(s). According to a public WHOIS lookup, the domain name in
question has been registered through GoDaddy, and is utilizing private
registration services. The complainant
may use any available information from the WHOIS search
to contact the registrant of the domain should they wish to attempt to acquire
it.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 - [email protected][redacted]
[redacted]
Thank you for the opportunity to address our customer’s additional concerns.During an interaction with one of our agents on February 20, 2017, our customer was consulted on a Professional Web Design Makeover and was properly informed the cost of the makeover would be $349.99. During a follow up interaction on February 27, 2017, our customer was again properly informed the one-time fee for the makeover service was $349.99. Our customer was also informed the annual hosting fee would be $179.88.Following our customers initial complaint to the Revdex.com, a member of our Professional Web Design Team made contact with our customer and assisted them with their account. This agent has also offered to assist our customer with any concerns from this complaint moving forward.At present, our customers web design makeover has been published and is set to renew in the amount of $179.88 on April 26, 2018.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. As previously stated; our Protected Registration service, which the complainant had opted to add to their domain registration, protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled or have automatic renewal disabled until the Protected Registration is canceled. Our office has connected with the complainant to clarify the service they had purchased and what information is required to cancel the Protected Registration Service. As the complainant has stated they do not wish to provide a copy of their government-issued photo ID, GoDaddy will accept a notarized affidavit in lieu of their government-issued photo ID. This affidavit, which was sent to the complainant by our Domain Services team on July 20, 2015, will need to state the complainant’s name and that they are requesting that the protected registration service be cancelled on the domain name in question. It is the complainant’s responsibility to submit the requested documentation. Once all of the requested documentation has been received and verified by our Domain Services team, the service may then be canceled.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We have only recently become aware that the complaint had multiple GoDaddy accounts and must rely upon our customer’s to provide us with data that we might otherwise be unaware of such as multiple accounts. We also sincerely appreciate the feedback about our service levels and will ensure any improvement opportunities that exist are addressed. We are currently in the process of issuing the appropriate payments, please allow 21 days for these to process.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEOGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone
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. Although we did not agree on how the domains were cancelled, I am satisfied with their response and appreciate its timeliness, and the courtesy and concern extended to me as a long time customer. They have already provided the refund.
Regards,
[redacted]
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 13, 2016, our customer purchased a SiteLock Premium plan for a 1-year term....
SiteLock is a third party software offered to our customers as an extra layer of protection against malware and virus injections. Maintaining proper website security is a customer responsibility.On March 13, 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. Details were sent to our customer following the transaction.GoDaddy sent a renewal notice on March 3, 2017 to inform our customer their expiring service 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.Since May 19, 2017, our customer has contacted our Customer Care team multiple times and has been properly informed the renewal transaction is beyond refund eligibility. GoDaddy’s Refund Policy is available at [redacted]. The renewal preference associated with our customer’s active services has since been disabled. We encourage our customer to review and manage their account preferences 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
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. GoDaddy’s design teams have assisted our customer with multiple requests over the course of building their sites. Many of these requests were outside of the scope of support for the build. Additionally, our design teams provided multiple courtesies to the customer, such as providing extra pages and designs that were not part of the design our customer paid for. These many out-of-scope requests are what continued to add to the delay of the customer’s website builds.Our customer has multiple accounts. Their SSLs in question were provided in the account our customer informed GoDaddy’s design team they wanted them placed in. If our customer would prefer the SSLs be placed in a different account, they can follow up with our design teams to move forward with this request. Lastly, per GoDaddy’s Refund Policy (linked below), our customer’s build has been completed and as such, is non-refundable. Refund Policy - https://www.godaddy.com/agreements/ShowDoc.aspx?pageid=19963Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO – GoDaddy
Thank you for the opportunity to address our customer’s additional concerns.The Website Builder service our customer originally utilized is no longer offered as a product on our website. This service has been replaced with GoCentral. Renewal rates are not equal to those of front of site pricing; front of site pricing often includes discounts for new customers, hence the difference in cost. In instances were customer's need to utilize a GoDaddy backup for the recovery of their website content, a fee is charged. In this instance that would have been $60 USD. As a courtesy for the confusion, that fee was waived. The cost previously paid by our customer, $229.48, included the renewal of two domain names. The cost for the unwanted GoCentral plan was refunded to our customer and those funds were utilized for the purchase of the Website Builder plan; $143.88 per year plus tax. As stated, the remaining funds are available for future use as In-Store Credit.If our customer would like to add a second year to their Website Builder plan, they are welcome to do so at any time from within their account. 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