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 AgreementHosting Agreement The latest
version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December
3 2015, the complainant was contacted by our Network Violations Team with regards
to their hosting plan over utilizing the CPU resources within the shared
hosting environment they were on. Specifically, the hosting plan had been
found to be set up and utilized as a file repository. The complainant
maintained full access to their hosting space to allow them to address the
matter and was informed their hosting account would be reviewed again on
December 9, 2015. The notice informed the complainant that on that date,
if they have not brought their files per directory into compliance, their
hosting plan might be suspended. Account management is a customer
responsibility.On December
11, 2015, due to the serious nature of this situation and lack of action from
the complainant, it was necessary to suspend their hosting account to protect
our network and its usage for other customers. FTP access remained available to
the complainant to allow them access to their files and address the matter.While the
complainant has an unlimited hosting plan, per the Hosting Agreement which the
customer agreed to at the time of purchase, they agreed that the hosting
account would not be used for the storing and archiving of files not related to
their website.RESOLUTION:GoDaddy has
upheld its agreements in good faith with the complainant and honored its terms
of service.The
complainant was provided until December 11, 2015 to remove the files in
question from the shared hosting environment. As the complainant has requested a refund of their hosting account, we
will provide a refund of any unused, full months they may have paid in advance.
Once cancelled, the complainant can request a refund by emailing our office at [email protected] you
again for the opportunity to address and bring clarity to the concerns
presented by the complainant.Kindest regards,Ken C[redacted]Office of
the CEO - [email protected][redacted]
[redacted]
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.aspx On October 19, 2015 our customer purchased a Managed Virtual Private Server for one year via a support representative. On February 3, 2016 our customer purchased a desired upgrade for the server via a support representative. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The issues encountered by our customer were associated with a free, third party add-on; the server itself functioned as intended. Our support teams followed proper processes for escalating our customers concerns to the third party for resolution. Despite the purchase of Managed Services with this server, our customer is still the server administrator and responsible for all operations of the server such as security setup, domain setup, and custom software installations. Given the duration of time since the original purchase date, we will not be able to provide a refund per our refund policy. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
This is not acceptable. Where does it say that it will auto-renew after 1 year without my authorization??????. I never authorized this on any of the domains. I have owned 50+ domains from you guys over the years. SEE ATTACHED SCREEN SHOT OF RECEIPT. It says 1 Year Term! I don't get how this is such a big deal.. you can see on your end that all of these domains that I had for 1 year, I have never touched or used once and never expected you guys to charge me additionally after I specifically put 1 YEAR when I purchased the domain in the first part. If you have disclaimers or something in the footer somewhere that is hidden and is meant to deceit someone then that is extremely unethical and I wonder how many other customers have been getting constantly charged for domains they never knew they had anymore... small charges like these are hard to recognize in a bank statement and go unnoticed and I believe that is 100% intentional on your part. I want my refund. I still have domains through you guys and will move all of my services to another company if not resolved. The funds that I will be paying you guys over the next few years for my current services and future domains will supersede anything close to the fair and ethical refund I am asking for today.
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 February 1, 2015 our customer purchased a Deluxe cPanel Hosting plan for a 5 year...
term during an online transaction. On September 15, 2016 our customer contacted GoDaddy’s customer care center regarding email associated with their hosting plan being flagged as spam. As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to our customer.Because of a delay in resolving this issue our customer has requested a refund of the time remaining on their hosting plan. Resolution:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.This office has contacted our customer and provided them with a refund for the time remaining on their hosting plan. This is a onetime exception to our refund policy and our customer has 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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed the customer’s interactions with our agent and would like to present the following.Our customer acknowledged and agreed to the following...
agreements upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 2, 2015, our customer called our support staff to get assistance with purchasing a domain name through our auction service. During the call our customer and agent also discussed renewing all but a few of their remaining domain names for a three-year term plus the addition of a premium service called Protected Registration. Our agent explained that the domains names they renew would have their registration extended through 2018 and they would be protected with our Protected Registration service. (Our Protected Registration service is the highest level of protection for a domain name that GoDaddy offers. This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled, transferred, or have its automatic renewal disabled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.)The agent also explained that the customer would be receiving a 40% savings for their domain renewals. The customer verbally agreed to the total price, the user agreements, and provided a new payment method to process the purchases.Our customer then reached back out to our agent post-purchase, asking them to adjust the order or just “reset” it because they later decided they did not want to renew all of the domain names they originally agreed upon renewing. However, GoDaddy is unable to pull time off of domain renewals and we are only able to receive a refund for domain renewals if we cancel them within five days (i.e. 120 hours) of renewal, as described within the GoDaddy Refund Policy. Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. GoDaddy has discussed this matter with our customer and is willing to provide a full refund for the Protected Registration service once the service has been canceled. Our customer is still in the process of updating their domain contact information to complete their portion of the Protected Registration cancellation process. Our office is assisting them with this at this time. We are also willing to make a good-will exception to our Refund Policy by offering a refund for nine of the domain renewals. Once the Protected Registration service has been canceled, GoDaddy will then be able to issue the refund offered per our conversation with the customer.Education:Our customer may find the following GoDaddy Support articles helpful: What is Protected Registration?https://support.godaddy.com/help/article/1286/what-is-protected-reg...⇄ Protected Registrationhttps://support.godaddy.com/help/article/1292/canceling-protected-re...⇄ Policyhttps://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Best regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260
The business' response was fairly generic and irrelevant.As an Australian charity, when we set up the domain name in 2014, the currency chosen, used and billed was Australian Dollars, and signed as "$".When we came to renew in 2016, we were fully entitled to expect that the "$" sign meant Australian Dollars. Instead, without our knowledge or consent, the billing currency was changed to US Dollars. We were misled and deceived by Go Daddy, because it failed to disclose to us in writing when offering the renewal or on the telephone, when we called a Sydney, Australia telephone number to renew, that "$" or "Dollars" meant something other than Australian Dollars.The fact that we have moved the registrar of the domain names to someone else is also irrelevant to the dispute and our claim, and simply reflected our deep distrust of an organisation which could so easily deceive its customers and then refuse to fix the problem
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon...
conducting business with GoDaddy:· Universal Terms of Service Agreement· Domain Name Registration Agreement· Hosting AgreementThe latest version of these agreements can be found at: [redacted]On February 24, 2015, the complainant renewed the domain [redacted] for a 1 year term via phone with a customer care agent. During this phone call, the complainant also consolidated the domain’s renewal date. Domain consolidation is a different process than renewing a domain name’s registration, and does incur separate fees. Domain consolidation allows GoDaddy customers to synchronize the renewal dates of certain domain extensions so they renew on the same date. On February 26, 2015, the complainant canceled the domain names [redacted] and [redacted] via their customer account. While the complainant may have not intended to do so, this set in motion a series of events that the complainant needed to take action on in a timely manner to recover both domains. The complainant called our customer care team and recovered the domain [redacted] by paying an additional redemption fee. The domain [redacted] was not renewed in a timely manner, and followed the normal domain life cycle, eventually being returned to the domain registry. This domain has since been acquired by another party at another domain registrar.Resolution:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of 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.As the complainant canceled the domain name [redacted] within 5 days of renewal, we have refunded the renewal cost of $8.47 in accordance with our Refund Policy. Additionally, as a goodwill gesture, we have refunded the $80 redemptionfee for [redacted]. We are unable to offer any further compensation for the domain names in question, as the complainant deleted the domain names from their own account, voluntarily ending their domains’ registration terms. We have contacted the complainant directly, and they have accepted the offer listed above. The complainant may need to allow 5 to 7 days for their financial institution to credit these funds to their account. As such, we consider this matter to be closed.Education:The complainant may find the following support articles helpful for future reference:Renewing Your Domain Names:[redacted]Refund Policy:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at[redacted] On...
March 18, 2016 at 6:24 AM (PST), a web hosting plan our customer has been utilizing expired. Per our customer’s account preferences, GoDaddy was instructed to automatically renew the service upon expiration for another 1-year term and did so in a good faith effort to honor its agreements with our customer. An order confirmation was subsequently sent to our customer containing transaction details.On March 18, 2016 at 7:51 PM our customer manually renewed the hosting plan for an additional 2-years via online transaction. A chargeback was initiated by our customer’s financial institution in dispute of the March 18, 2016 automatic renewal. This chargeback withdrew the payment originally made to GoDaddy. As part of the chargeback process the hosting account in question is suspended and the payment method was blacklisted. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.If our customer's financial institution does not reverse the chargeback, we would be unable to waive the $50 chargeback fee for this transaction. GoDaddy incurs costs to handle chargebacks, including the cost for our staff to research and address these items, and it is an unfair proposition to ask GoDaddy to incur costs due to the authorized renewal transaction being disputed.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I don't care what agreements I checked and agreed to. We all know that no one reads this crap. Also, there is no point in flaunting your daily backups feature if we can't access them when late on a payment and account is suspended. Overall, you put these conditions in fine print that no one reads. Knowing that fact, you're blatantly misleading your customers by omitting this in clear terms. I refuse to pay anymore than the hosting fees, I'll be continuing my promises regarding how I'll further deal with this issue.
Regards,
[redacted]
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.I have canceled per the website - again. However I have not received the confirmation email promised in the instructions. Please ensure this cancellation is immediately processed and my account credited.
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 October 28, 2015, our customer purchased cPanel shared hosting plan for a one...
year term via an online transaction. Per our customer's account preferences, GoDaddy was instructed to not automatically renew our customer's hosting upon expiration and did not do so in a good faith effort to honor its agreements with our customer. The auto-renewal settings were not changed by GoDaddy but were updated by someone who had access to the account.GoDaddy provided 10 days of service without payment after expiration, and held the data in a suspended status for 10 days before the content was deleted on November 17, 2016. GoDaddy provided 20 total days of service without payment prior to cancellation.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. The reason we charge a 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.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.At this time the site has been restored and is resolving once again. Additionally, 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 improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented.Regards,Ken C[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 May 11, 2015, our customer contacted our Customer Care Center regarding a failed...
billing domain cancelation notice. Our customer opted to purchase a Domain Backorder in place of redeeming the domain name. Domain Backorders are a service which help customers attempt to acquire a currently registered domain name if or when it becomes available for public registration.Due to how Domain Backorders work, a GoDaddy Auctions Membership is included with the purchase.On June 17, 2015, the domain name became available to the public for purchase and the Domain Backorder in our customer’s account was successful in capturing and registering the domain.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Account management is a customer’s responsibility. The Auctions Membership automatically renewed on May 11, 2016, and May 11, 2017. GoDaddy sent renewal notices for this product on May 1, 2016 and May 1, 2017 respectively.At any time, our customer had an option to enter their GoDaddy account and disable automatic renewal.Our customer contacted our Customer Care Center on May 11, 2017, to inquire about a refund and was correctly informed the Auctions Membership was not refund eligible. For our customer’s convenience, they may wish to review our refund policy here: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ a courtesy, our Customer Care agent disabled automatic renewal on the Auctions Membership to prevent future billing.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[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]
Dear Dispute Resolution ConsultantThank you for the opportunity to shed further light on our customer’s concerns. It appears there is a second issue separate from the customer’s original complaint.After careful consideration and listening to the overall voice of our customer base, GoDaddy added live chat support and discontinued email support. Our research has shown increased customer satisfaction rates as email is not conducive to quick problem resolution. We also offer 24/7 phone support.Since our previous response, our customer contacted our office directly to discuss receiving a refund for a hosting issue they were experiencing. At that time, we informed our customer that in accordance with our refund policies, a refund of in-store credit of the remaining time could be provided should the customer choose to cancel their hosting account.As stated in our original response, GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. We consider this matter closed.Thank you again for the opportunity to bring further clarity to the question presented by our valuable customer.Kindest Regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax----- ----- ----- ----- -----Thanks and please let me know if you have any questions or need me to take additional action.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]GoDaddy.com1[redacted]Scottsdale, AZ 85260###-###-#### 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.
Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: [redacted]
On May 24,...
2011, our customer purchased a domain name for a 5 year term with assistance of GoDaddy’s customer care. On May 25, 2016, per our customer’s preferences, GoDaddy was instructed to automatically renew the domain and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date, including on:• April 24, 2016• May 19, 2016These 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.Go Daddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced above. On June 19, 2014 our customer’s financial institution provided GoDaddy with updated information for the payment method associated to the domain.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Per GoDaddy's refund policy, the transaction in question is beyond refund eligibility.We encourage our customer to take an active role in managing their account settings which may help avoid further undesired product renewals. Our customer can choose to auction, sell, or cancel the domain if they choose in order if they no longer wish to keep the registration.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[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 September 8 and 15, 2016, respectively, our customer’s web hosting plans expired....
Per their account preferences, GoDaddy did not automatically renew the services upon expiration in an effort to honor agreements with our customer. GoDaddy sent multiple notices informing our customer of the risk of cancellation without additional action. Account management is a customer responsibility. After our customer's hosting terms ended, GoDaddy provided 10 days of live site service without payment. When this period ended, the site(s) were held in suspended status for another 10 days before content was deleted. GoDaddy provided 20 total days of service per hosting plan without payment prior to cancellation.GoDaddy charges a $150 fee per website to restore data when a customer has not backed up their own content. Restore fees help offset expense incurred performing data recovery work. Customers are not obligated to pay this fee if they maintained independent backups; a responsibility agreed to upon hosting sites with GoDaddy. Restores are not a service GoDaddy normally offers and are not guaranteed.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On October 10, 2016, our customer purchased a hosting plan and GoDaddy’s support teams waived the restore fee for one website as a goodwill gesture, however this attempt was not able to restore content.Our customer can utilize any backups they may have to restore the site(s), such as on their local hard drive, or may want to visit archival sites such as [redacted] for any potential content.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 bringing this matter to our attention. We have reviewed the complainant’s correspondence and would like to present the following.Upon purchase of services, the complainant acknowledged and accepted the following agreements:• Universal Terms of Service...
Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementCopies of the latest version of these agreements may be found at: https://www.godaddy.com/legal-agreements.aspxOn April 14, 2012 the complainant purchased the domain names in question via an online transaction for a two-year term.On April 7, 2014 the complainant renewed each of the domain names for an additional one-year term and also added Protected Registration services to the registrations.Our Protected Registration service; which the complainant had added to their domain registrations, is the highest level of protection for a domain name that GoDaddy offers. This service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The Protected Registration service functioned as advertised; keeping the domain names from being canceled or transferred without proof of identification.On April 24, 2015 the complainant completed the process for removing the Protected Registration service from their domain names. The domain names in question are now in an expired status and may only be renewed by the complainant’s intervention.EDUCATION:The following GoDaddy Support articles might be helpful in the future to the complainant for managing products and services:Canceling Protected Registration - https://support.godaddy.com/help/article/1292/canceling-protected-registratio...⇄ Products -https://support.godaddy.com/help/article/7468/canceling-productsWhat happens after domain names expire? -https://support.godaddy.com/help/article/6700/what-happens-after-domain-names-e...⇄ 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
HI.I PAID THE WEB FOR ONE YEAR MORE.THEY RECEIVED $15.17, BUT I CAN´T OPEN MY WEB.IF THEY DON´T PERMIT ME USE IT, I JUST WANT THAT THEY COME BACK MY MONEY.I PAID THE WEB )THE RENOVATION THE WE), BUT IF CAN´T OPEN IT... THIS HAVEN´T SENSE.THANKS.
Thank you for the opportunity to address our customer’s additional concerns. As previously stated, our customer approved the pricing and did not question the currency being charged. The order total was correct and cannot be altered. Our customer received an order confirmation email which indicated the total amount charged in USD. The information is also clearly located within the Order History section of 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:Universal Terms of Service AgreementHosting Agreement The latest
version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December
3 2015, the complainant was contacted by our Network Violations Team with regards
to their hosting plan over utilizing the CPU resources within the shared
hosting environment they were on. Specifically, the hosting plan had been
found to be set up and utilized as a file repository. The complainant
maintained full access to their hosting space to allow them to address the
matter and was informed their hosting account would be reviewed again on
December 9, 2015. The notice informed the complainant that on that date,
if they have not brought their files per directory into compliance, their
hosting plan might be suspended. Account management is a customer
responsibility.On December
11, 2015, due to the serious nature of this situation and lack of action from
the complainant, it was necessary to suspend their hosting account to protect
our network and its usage for other customers. FTP access remained available to
the complainant to allow them access to their files and address the matter.While the
complainant has an unlimited hosting plan, per the Hosting Agreement which the
customer agreed to at the time of purchase, they agreed that the hosting
account would not be used for the storing and archiving of files not related to
their website.RESOLUTION:GoDaddy has
upheld its agreements in good faith with the complainant and honored its terms
of service.The
complainant was provided until December 11, 2015 to remove the files in
question from the shared hosting environment. As the complainant has requested a refund of their hosting account, we
will provide a refund of any unused, full months they may have paid in advance.
Once cancelled, the complainant can request a refund by emailing our office at
[email protected] you
again for the opportunity to address and bring clarity to the concerns
presented by the complainant.Kindest regards,Ken C[redacted]Office of
the CEO - [email protected][redacted]
[redacted]
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.aspx On October 19, 2015 our customer purchased a Managed Virtual Private Server for one year via a support representative. On February 3, 2016 our customer purchased a desired upgrade for the server via a support representative. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The issues encountered by our customer were associated with a free, third party add-on; the server itself functioned as intended. Our support teams followed proper processes for escalating our customers concerns to the third party for resolution. Despite the purchase of Managed Services with this server, our customer is still the server administrator and responsible for all operations of the server such as security setup, domain setup, and custom software installations. Given the duration of time since the original purchase date, we will not be able to provide a refund per our refund policy. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
This is not acceptable. Where does it say that it will auto-renew after 1 year without my authorization??????. I never authorized this on any of the domains. I have owned 50+ domains from you guys over the years. SEE ATTACHED SCREEN SHOT OF RECEIPT. It says 1 Year Term! I don't get how this is such a big deal.. you can see on your end that all of these domains that I had for 1 year, I have never touched or used once and never expected you guys to charge me additionally after I specifically put 1 YEAR when I purchased the domain in the first part. If you have disclaimers or something in the footer somewhere that is hidden and is meant to deceit someone then that is extremely unethical and I wonder how many other customers have been getting constantly charged for domains they never knew they had anymore... small charges like these are hard to recognize in a bank statement and go unnoticed and I believe that is 100% intentional on your part. I want my refund. I still have domains through you guys and will move all of my services to another company if not resolved. The funds that I will be paying you guys over the next few years for my current services and future domains will supersede anything close to the fair and ethical refund I am asking for today.
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 February 1, 2015 our customer purchased a Deluxe cPanel Hosting plan for a 5 year...
term during an online transaction. On September 15, 2016 our customer contacted GoDaddy’s customer care center regarding email associated with their hosting plan being flagged as spam. As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to our customer.Because of a delay in resolving this issue our customer has requested a refund of the time remaining on their hosting plan. Resolution:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.This office has contacted our customer and provided them with a refund for the time remaining on their hosting plan. This is a onetime exception to our refund policy and our customer has 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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed the customer’s interactions with our agent and would like to present the following.Our customer acknowledged and agreed to the following...
agreements upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 2, 2015, our customer called our support staff to get assistance with purchasing a domain name through our auction service. During the call our customer and agent also discussed renewing all but a few of their remaining domain names for a three-year term plus the addition of a premium service called Protected Registration. Our agent explained that the domains names they renew would have their registration extended through 2018 and they would be protected with our Protected Registration service. (Our Protected Registration service is the highest level of protection for a domain name that GoDaddy offers. This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled, transferred, or have its automatic renewal disabled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.)The agent also explained that the customer would be receiving a 40% savings for their domain renewals. The customer verbally agreed to the total price, the user agreements, and provided a new payment method to process the purchases.Our customer then reached back out to our agent post-purchase, asking them to adjust the order or just “reset” it because they later decided they did not want to renew all of the domain names they originally agreed upon renewing. However, GoDaddy is unable to pull time off of domain renewals and we are only able to receive a refund for domain renewals if we cancel them within five days (i.e. 120 hours) of renewal, as described within the GoDaddy Refund Policy. Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. GoDaddy has discussed this matter with our customer and is willing to provide a full refund for the Protected Registration service once the service has been canceled. Our customer is still in the process of updating their domain contact information to complete their portion of the Protected Registration cancellation process. Our office is assisting them with this at this time. We are also willing to make a good-will exception to our Refund Policy by offering a refund for nine of the domain renewals. Once the Protected Registration service has been canceled, GoDaddy will then be able to issue the refund offered per our conversation with the customer.Education:Our customer may find the following GoDaddy Support articles helpful: What is Protected Registration?https://support.godaddy.com/help/article/1286/what-is-protected-reg...⇄ Protected Registrationhttps://support.godaddy.com/help/article/1292/canceling-protected-re...⇄ Policyhttps://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Best regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260
The business' response was fairly generic and irrelevant.As an Australian charity, when we set up the domain name in 2014, the currency chosen, used and billed was Australian Dollars, and signed as "$".When we came to renew in 2016, we were fully entitled to expect that the "$" sign meant Australian Dollars. Instead, without our knowledge or consent, the billing currency was changed to US Dollars. We were misled and deceived by Go Daddy, because it failed to disclose to us in writing when offering the renewal or on the telephone, when we called a Sydney, Australia telephone number to renew, that "$" or "Dollars" meant something other than Australian Dollars.The fact that we have moved the registrar of the domain names to someone else is also irrelevant to the dispute and our claim, and simply reflected our deep distrust of an organisation which could so easily deceive its customers and then refuse to fix the problem
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon...
conducting business with GoDaddy:· Universal Terms of Service Agreement· Domain Name Registration Agreement· Hosting AgreementThe latest version of these agreements can be found at: [redacted]On February 24, 2015, the complainant renewed the domain [redacted] for a 1 year term via phone with a customer care agent. During this phone call, the complainant also consolidated the domain’s renewal date. Domain consolidation is a different process than renewing a domain name’s registration, and does incur separate fees. Domain consolidation allows GoDaddy customers to synchronize the renewal dates of certain domain extensions so they renew on the same date. On February 26, 2015, the complainant canceled the domain names [redacted] and [redacted] via their customer account. While the complainant may have not intended to do so, this set in motion a series of events that the complainant needed to take action on in a timely manner to recover both domains. The complainant called our customer care team and recovered the domain [redacted] by paying an additional redemption fee. The domain [redacted] was not renewed in a timely manner, and followed the normal domain life cycle, eventually being returned to the domain registry. This domain has since been acquired by another party at another domain registrar.Resolution:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of 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.As the complainant canceled the domain name [redacted] within 5 days of renewal, we have refunded the renewal cost of $8.47 in accordance with our Refund Policy. Additionally, as a goodwill gesture, we have refunded the $80 redemptionfee for [redacted]. We are unable to offer any further compensation for the domain names in question, as the complainant deleted the domain names from their own account, voluntarily ending their domains’ registration terms. We have contacted the complainant directly, and they have accepted the offer listed above. The complainant may need to allow 5 to 7 days for their financial institution to credit these funds to their account. As such, we consider this matter to be closed.Education:The complainant may find the following support articles helpful for future reference:Renewing Your Domain Names:[redacted]Refund Policy:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at[redacted] On...
March 18, 2016 at 6:24 AM (PST), a web hosting plan our customer has been utilizing expired. Per our customer’s account preferences, GoDaddy was instructed to automatically renew the service upon expiration for another 1-year term and did so in a good faith effort to honor its agreements with our customer. An order confirmation was subsequently sent to our customer containing transaction details.On March 18, 2016 at 7:51 PM our customer manually renewed the hosting plan for an additional 2-years via online transaction. A chargeback was initiated by our customer’s financial institution in dispute of the March 18, 2016 automatic renewal. This chargeback withdrew the payment originally made to GoDaddy. As part of the chargeback process the hosting account in question is suspended and the payment method was blacklisted. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.If our customer's financial institution does not reverse the chargeback, we would be unable to waive the $50 chargeback fee for this transaction. GoDaddy incurs costs to handle chargebacks, including the cost for our staff to research and address these items, and it is an unfair proposition to ask GoDaddy to incur costs due to the authorized renewal transaction being disputed.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I don't care what agreements I checked and agreed to. We all know that no one reads this crap. Also, there is no point in flaunting your daily backups feature if we can't access them when late on a payment and account is suspended. Overall, you put these conditions in fine print that no one reads. Knowing that fact, you're blatantly misleading your customers by omitting this in clear terms. I refuse to pay anymore than the hosting fees, I'll be continuing my promises regarding how I'll further deal with this issue.
Regards,
[redacted]
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.I have canceled per the website - again. However I have not received the confirmation email promised in the instructions. Please ensure this cancellation is immediately processed and my account credited.
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 October 28, 2015, our customer purchased cPanel shared hosting plan for a one...
year term via an online transaction. Per our customer's account preferences, GoDaddy was instructed to not automatically renew our customer's hosting upon expiration and did not do so in a good faith effort to honor its agreements with our customer. The auto-renewal settings were not changed by GoDaddy but were updated by someone who had access to the account.GoDaddy provided 10 days of service without payment after expiration, and held the data in a suspended status for 10 days before the content was deleted on November 17, 2016. GoDaddy provided 20 total days of service without payment prior to cancellation.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. The reason we charge a 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.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.At this time the site has been restored and is resolving once again. Additionally, 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 improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented.Regards,Ken C[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 May 11, 2015, our customer contacted our Customer Care Center regarding a failed...
billing domain cancelation notice. Our customer opted to purchase a Domain Backorder in place of redeeming the domain name. Domain Backorders are a service which help customers attempt to acquire a currently registered domain name if or when it becomes available for public registration.Due to how Domain Backorders work, a GoDaddy Auctions Membership is included with the purchase.On June 17, 2015, the domain name became available to the public for purchase and the Domain Backorder in our customer’s account was successful in capturing and registering the domain.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Account management is a customer’s responsibility. The Auctions Membership automatically renewed on May 11, 2016, and May 11, 2017. GoDaddy sent renewal notices for this product on May 1, 2016 and May 1, 2017 respectively.At any time, our customer had an option to enter their GoDaddy account and disable automatic renewal.Our customer contacted our Customer Care Center on May 11, 2017, to inquire about a refund and was correctly informed the Auctions Membership was not refund eligible. For our customer’s convenience, they may wish to review our refund policy here: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ a courtesy, our Customer Care agent disabled automatic renewal on the Auctions Membership to prevent future billing.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[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]
Dear Dispute Resolution ConsultantThank you for the opportunity to shed further light on our customer’s concerns. It appears there is a second issue separate from the customer’s original complaint.After careful consideration and listening to the overall voice of our customer base, GoDaddy added live chat support and discontinued email support. Our research has shown increased customer satisfaction rates as email is not conducive to quick problem resolution. We also offer 24/7 phone support.Since our previous response, our customer contacted our office directly to discuss receiving a refund for a hosting issue they were experiencing. At that time, we informed our customer that in accordance with our refund policies, a refund of in-store credit of the remaining time could be provided should the customer choose to cancel their hosting account.As stated in our original response, GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. We consider this matter closed.Thank you again for the opportunity to bring further clarity to the question presented by our valuable customer.Kindest Regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax----- ----- ----- ----- -----Thanks and please let me know if you have any questions or need me to take additional action.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]GoDaddy.com1[redacted]Scottsdale, AZ 85260###-###-#### 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.
the service which I purchased is not been received by me and have no access to said service and still to date not received a refund.
Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: [redacted]
On May 24,...
2011, our customer purchased a domain name for a 5 year term with assistance of GoDaddy’s customer care. On May 25, 2016, per our customer’s preferences, GoDaddy was instructed to automatically renew the domain and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date, including on:• April 24, 2016• May 19, 2016These 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.Go Daddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced above. On June 19, 2014 our customer’s financial institution provided GoDaddy with updated information for the payment method associated to the domain.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Per GoDaddy's refund policy, the transaction in question is beyond refund eligibility.We encourage our customer to take an active role in managing their account settings which may help avoid further undesired product renewals. Our customer can choose to auction, sell, or cancel the domain if they choose in order if they no longer wish to keep the registration.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[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 September 8 and 15, 2016, respectively, our customer’s web hosting plans expired....
Per their account preferences, GoDaddy did not automatically renew the services upon expiration in an effort to honor agreements with our customer. GoDaddy sent multiple notices informing our customer of the risk of cancellation without additional action. Account management is a customer responsibility. After our customer's hosting terms ended, GoDaddy provided 10 days of live site service without payment. When this period ended, the site(s) were held in suspended status for another 10 days before content was deleted. GoDaddy provided 20 total days of service per hosting plan without payment prior to cancellation.GoDaddy charges a $150 fee per website to restore data when a customer has not backed up their own content. Restore fees help offset expense incurred performing data recovery work. Customers are not obligated to pay this fee if they maintained independent backups; a responsibility agreed to upon hosting sites with GoDaddy. Restores are not a service GoDaddy normally offers and are not guaranteed.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On October 10, 2016, our customer purchased a hosting plan and GoDaddy’s support teams waived the restore fee for one website as a goodwill gesture, however this attempt was not able to restore content.Our customer can utilize any backups they may have to restore the site(s), such as on their local hard drive, or may want to visit archival sites such as [redacted] for any potential content.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 bringing this matter to our attention. We have reviewed the complainant’s correspondence and would like to present the following.Upon purchase of services, the complainant acknowledged and accepted the following agreements:• Universal Terms of Service...
Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementCopies of the latest version of these agreements may be found at: https://www.godaddy.com/legal-agreements.aspxOn April 14, 2012 the complainant purchased the domain names in question via an online transaction for a two-year term.On April 7, 2014 the complainant renewed each of the domain names for an additional one-year term and also added Protected Registration services to the registrations.Our Protected Registration service; which the complainant had added to their domain registrations, is the highest level of protection for a domain name that GoDaddy offers. This service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The Protected Registration service functioned as advertised; keeping the domain names from being canceled or transferred without proof of identification.On April 24, 2015 the complainant completed the process for removing the Protected Registration service from their domain names. The domain names in question are now in an expired status and may only be renewed by the complainant’s intervention.EDUCATION:The following GoDaddy Support articles might be helpful in the future to the complainant for managing products and services:Canceling Protected Registration - https://support.godaddy.com/help/article/1292/canceling-protected-registratio...⇄ Products -https://support.godaddy.com/help/article/7468/canceling-productsWhat happens after domain names expire? -https://support.godaddy.com/help/article/6700/what-happens-after-domain-names-e...⇄ 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
HI.I PAID THE WEB FOR ONE YEAR MORE.THEY RECEIVED $15.17, BUT I CAN´T OPEN MY WEB.IF THEY DON´T PERMIT ME USE IT, I JUST WANT THAT THEY COME BACK MY MONEY.I PAID THE WEB )THE RENOVATION THE WE), BUT IF CAN´T OPEN IT... THIS HAVEN´T SENSE.THANKS.
Thank you for the opportunity to address our customer’s additional concerns. As previously stated, our customer approved the pricing and did not question the currency being charged. The order total was correct and cannot be altered. Our customer received an order confirmation email which indicated the total amount charged in USD. The information is also clearly located within the Order History section of 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