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.
The server has crashed far more times than just twice and I'll be compiling dates of crashes. Currently as I type this, resources on my server are dwindling away again and once again I'm going to have to spend hours of my day getting it fixed getting before it crashes. You guarantee a working server, well it doesn't work. We pay for servers that should work and not be guaranteed to crash once or twice a month. This service is ridiculous. In your eyes, if the server does not go completely down then we're getting what we paid for. The problem is when mysql crashes ALL our websites go down and Mysql crashes constantly because the parent servers are eternally running out of resources. I've included some very frustrating chats below for reference.[redacted] - Hello, and thank you for contacting Server Support. What is your name and how can I help you?[redacted] - [redacted]s - Hi [redacted], I need some help getting my server back up.[redacted]s - This is a super high high sldesigns.com[redacted]s - Mysql is down.[redacted]s - Need to free up space but there is missing space on the server.[redacted]s - Sorry super high priority we've been down for almost a hour.[redacted]s - Are you there?[redacted]s - What do you need from me?[redacted]s - [redacted]!!!![redacted] - I was looking over the server[redacted]s - You're the second person I've had on chat. The first person never responded.[redacted] - You should b able to remove space via ssh[redacted]s - Can you explain why almost 20 gigs is missing from the server?[redacted] - But let me make sure the parent server is working correctly[redacted]s - I've been deleting stuff but space is Physically missing.[redacted] - Hmm the parent server looks good so let me take a look[redacted] - this is for [redacted] corret?[redacted] - correct[redacted]s - yes[redacted] - im showing the drize has a total ok [redacted] - used is [redacted] - available [redacted] - I see no missing space[redacted]s - In [redacted] it's showing missing space[redacted]s - Now it say's there's only 113 gigs available.[redacted]s - Something is seriously wrong here.[redacted] - Check ssh[redacted] - You may need to powercycle the get cpanel to sho correctly[redacted]s - Ive already tried to power cycle.[redacted]s - Why is [redacted] displaying the incorrect details.[redacted]s - Have you looked in [redacted] - [redacted] wont let me access at this point in time[redacted] - I can access ssh[redacted]s - Now it's says [redacted]s - There is obviously a problem here.[redacted]s - https:/[redacted]s - root[redacted]s - [redacted]s - Now it says [redacted] just dropping and dropping[redacted] - do not put your password information into the chat windows for security reasons[redacted] - thata ddress does not match the [redacted] server[redacted]s - It's the [redacted]s - ending in [redacted] - I see ok earlier I asked if it was the [redacted] server and you said yes[redacted] - Let me now investigate the other server[redacted]s - Sorry, for that. Thanks[redacted] - Ok this server is having a problem connecting with the parent server[redacted] - Let me see about resyncing it[redacted]s - Can you please send me an email as to why the server went down[redacted] - It went down because the parent server needed to reallocate you space[redacted] - You should be all set now[redacted]s - Can you move me to a different parent server please.[redacted]s - This is the second time this has happened in 3 months[redacted]s - Each time down for over 2 hours[redacted] - Well theres no way to do that but you could upgrade to the newer servers. They don't have the same issues as the older systems[redacted]s - I find that hard to believe[redacted]s - You've done it in the past[redacted] - These older systems are full. So there is no other server to move you to. We are no longer creating more of them as the new platform is more effective and up to date.[redacted] - In the past we were creating more of these.[redacted] - Does that make more sense?[redacted]s - Sounds like you just stopped maintaining them and no that does not make sense.[redacted] - We didnt stop maintaining them[redacted]s - So you can't add more resources to older systems?[redacted] - We still do maintenance and as you can see the issue was resolved quickly once I was able to see it[redacted] - No those systems are not able to be taken down to add resources[redacted] - Because it would take eveyone on the server down[redacted]s - So I suppose I can expect more of this in the future then. That really sucks.[redacted]s - Is there someway you guys can monitor this server so you know when it goes down?[redacted] - Well the parent server itself never went down but if it did yes we get alerts[redacted]s - Can you please monitor my [redacted] then? I'm sure there must be some kind of solution to put me at ease.[redacted]s - It seems like they should be monitored individually anyway. It would save you guys a lot of tickets.[redacted] - Well we dont monitor a [redacted] we dont manage but we do have a fully managed service that may resolve it for you. However I think moving to the newer faster cheaper servers would probably be your best bet. You would save money compared to what you are paying now.[redacted]s - What about the migration?[redacted]s - Would I have to manually port everything over?[redacted] - Well you can do that but it would be cpanel to cpanel so it shouldnt be to bad. But are you actually using [redacted] or just [redacted]s - [redacted] - Then it should be super easy to just do a cpanel backup and then restore it to the other server[redacted]s - For the amount of accounts we have that would still take a long time. If it's up to us to do the migration then I don't think we'll be upgrading.[redacted] - Ok we do have a paid service to migrate if that was something you wanted.[redacted]s - Is it per account?[redacted] - Otherwise yes a cpanel backup would be the most effective way[redacted] - Its per website[redacted]s - How much is it?[redacted] - It would be $100 per site.[redacted]s - and what kind of support does the new server have?[redacted]s - Can you give me specs and pricing?[redacted] - It does come with monitoring on each [redacted] container. It does come with automatic updates in [redacted]. It comes with a backup option to backup the whole server as a snapshot. Its faster, it doesn't run into space issues, and it's even more secure.[redacted] - Yes[redacted] - https://www.godaddy.com/pro/managed-[redacted] - For a [redacted] like yours[redacted] - You have 8g of ram and 240g of space[redacted] - it would be $139.99 before any sales[redacted]s - Okay, so it is actually cheaper then what we're paying for now.[redacted] - per month[redacted] - Yes[redacted]s - and is the sale just for the first month?[redacted] - And then annually you save even more[redacted] - If you opt for an annual term its for the year or two years[redacted]s - Okay, got it.[redacted] - No problem happy to assist you :)Chat session has been terminated by the site operator.[redacted] - Hello, and thank you for contacting Server Support. What is your name and how can I help you?[redacted] - [redacted]s - [redacted] is losing memory and needs sources on parent server reallocated. Please fix ASAP.[redacted]s - [redacted]s - [redacted]s - [redacted]s - Please make [redacted] aware of this issue.[redacted]s - [Incident ID: [redacted] - I see im reviewing the incident[redacted] - Ok I see that you are having the issue with the parent server missing space and you wanted to be migrated to another server correct?[redacted]s - As long as nothing breaks in the process.[redacted]s - Will the IP addresses be moved as well?[redacted] - Well you would have the same amount of Ip's but they might change between the migration[redacted]s - They might? Then no we can't do that. How else can you fix this problem? Can you move other [redacted]'s to another parent to reduce the load?[redacted]s - Obviously something needs to be done on this parent to keep it functioning so please let me know what action you're going to take.[redacted]s - Is [redacted] available?[redacted] - Let me take a look[redacted] - No[redacted] - That representative is not available[redacted]s - Can you please put me in touch with a manager then?[redacted]s - The server is still missing resources so something needs to be done quick.[redacted]s - You don't offer support for the server and that's fine. You do however guarantee that it will function and it's not. So please get it fixed.[redacted] - Its not functioning currently?[redacted] - Im not seeing it down[redacted]s - NO the resources are dwindling away and it's bound to crash any minute.[redacted]s - Put me in touch with a manager.[redacted]s - I'm supposed to have 240 GB and it's down to 149 GB. Does that sound like a functioning server to you?[redacted]s - via ssh [redacted] /[redacted] - Well the server is working however I do understand the need for space. Did you want me to check into what can be done or did you want to speak with a manager still?[redacted]s - yes[redacted] - Ok let me get in touch with one. I will need some time.[redacted]s - No problem.[redacted]s - Don't worry about it. I'm going through another channel. I need to speak to someone in person.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It's hard for me to provide evidence proving my account change was unauthorized. Godaddy has NO any extra login protection measures, once invader got my ID and password, then whole account would be under control of invader. After that ALL of my account information could be changed to any without telling me the details. At this point, I can do nothing else than contacting Godaddy to get back the control of my account/domains.Godaddy should perform a complete security check on my account change.Even if Godaddy can not make sure if the account change was unauthorized, as am still the LISTED REGISTRANT for the domains, after proving necessary identification and order/payment documents, Godaddy should move the domains to my new Godaddy account at once.So far as I know, there's many Godaddy customers stating their domains stolen and cannot be solved in many different countries, Godaddy should treat this serious and do best to return domains as well as take measures to prevent such issue occur again.Finally, I can provide any necessary clarification stating the domains were stolen and I would cover all the risk/cost again future complaint/lawsuit, if Godaddy needs.
Regards,
[redacted]
Thank you for the opportunity to address our customer’s additional concerns. We acknowledge our error in our previous reply. Our customer is correct in that there was not a report of the email issue having been resolved. Instead, there was a note dated March 14, 2017, stating additional malicious content had been located within our customer’s website files and our customer was instructed to remove this malicious content before GoDaddy was able to repair their email reputation. Our customer purchased SiteLock on March 14, 2017. SiteLock is a third party software offered to our customers as an extra layer of protection against malware and virus injections. SiteLock has performed daily scans and has removed malware located within the directories pertaining to the website it was set up to monitor.Our customer contacted our Support Team again March 17, 2017, and was informed there still remains malicious content within their web files. As our customer has additional unrelated directories within their hosting plan pertaining to different websites, they will need to employ SiteLock on those additional websites or utilize another service of their choosing to scan all files and folders to identify and remove the malicious content. Maintaining proper website security is a customer responsibility.Additionally, in reviewing our customers SiteLock reports, SiteLock has identified an XSS vulnerability on our customer’s main website and it does not appear our customer has taken action to mitigate the vulnerability. We would encourage our customer to do so to prevent further unwanted compromises to their web files.Once or customer has removed the malicious content and secured the vulnerabilities on their hosting plan, they may contact our Customer Support Team to remove the email block on their account. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
GoDaddy ignored the fact that it used an offer of "free" hosting as an inducement to register a domain name for two years and then to extend it to 2018. But for that inducement, neither the original registration would have been agreed to nor would the extension (solicited by GoDaddy) been agreed to. Pursuant to the inducements, GoDaddy was paid in advance for service until July 2018. Notwithstanding the company's regrets or choices, those are its concerns, not mine. GoDaddy has not acted in good faith, has indicated that it will not provide the service paid for in advance due to its inducements and has reiterated its intent to default on the terms of the contract. I have found no clause or section in the GoDaddy Terms of Service that permits it to terminate a contracted service before the full term of that service has been fulfilled and, in its response, GoDaddy has not referenced any such clause or section. The company intends to commit fraud on 30 April 2016.Its willful intention of default is nothing at all like a company ending support of a product. In that instance, the customer still retains whatever was purchased. In the instant case, the seller, GoDaddy, intends to make the service unavailable before the term contracted for and paid for in advance has expired. That is a default that will result in damages to the purchaser. By GoDaddy's own statements, once GoDaddy defaults, I will have to hire someone to move the web site somewhere and pay additional fees to host the web site at least through the original contract term.GoDaddy has already stated that it has the ability to move the web site and continue to provide hosting service through the original term. The only issue is that GoDaddy insists on being paid additional sums to simply fulfill the contract already paid for. There is nothing that is beyond GoDaddy's control or ability by its own statements. I insist that GoDaddy fulfill the terms of the original contract at its own cost and expense.
Thank you for the opportunity to address the additional concerns presented by our customer.
GoDaddy empathizes with our customer, however, we stand by our original response. The Protected Registration service functioned as advertised, keeping the domain from being canceled without proof of identification from the domain registrant.
On June 1, 2016, the registrant of the domain submitted a request to cancel the Protected Registration service. As they were able to provide the necessary identification, the Protected Registration service was canceled on June 1, 2016.
The cancellation of the Protected Registration service does not cancel the domain. Should our customer wish to deactivate their account, they will need to cancel the domain and remove all payment methods from their account. Our support staff can then assist them with deactivating their account.
Our customer may find the articles below useful in canceling the domain and removing all payment methods from their account.
Cancel a domain name[redacted]
Remove credit cards from your account[redacted]
Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,
Stephen J[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
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 August 10, 2015, our customer purchased the domain name in question for a two year...
term via an online transaction. On August 11, 2017, per our customer's account 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 to the email address on file prior to the expiration date, including on July 11. 2017 and August 5, 2017. These notices informed our customer their expiring domain would be renewed in accordance with their account settings unless additional action was taken. Furthermore, GoDaddy does not arbitrarily change the automatic renewal setting on our customers' behalf; account management is a customer responsibility.On August 21, 2017, our customer contacted GoDaddy to request a refund of the renewal transaction. Their request was denied in accordance with our Refund Policy. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We encourage our customer to review and manage their account settings to prevent further unwanted renewals. If our customer does not wish to continue their domain’s registration, they may consider other options, such as listing it in a domain auction or even canceling the domain’s registration. 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 the customer. We have reviewed this matter and would like to present the following. The customer acknowledged and agreed to the following agreements upon conducting business...
with GoDaddy:· Universal Terms of Service· Domain Name Registration AgreementThese agreements can be found at:[redacted]
There are two groups of domains that are in a redemption status. The first group, our customer originally purchased the domain names online on December 09, 2009 for a one year term. Our customer renewed the domains online within their GoDaddy account in November 2010 for a one year term. In November of 2011 our customer again renewed the domains online but for a two year term. On December 2, 2013, per the customer’s account preferences, GoDaddy was instructed to automatically renew the domains in question for a one year term and did so in a Good Faith effort to honor its agreements with the customer. On March 6, 2014, our customer turned off the auto renew for the domains. As such when the domains were due for renewal on December 2, 2014, per our customers account preference we did not auto renew them and the customer would need to take action by renewing online or calling our customer care for assistance.There is also a second group of domains that have expired and are in a redemption status. The customer originally purchased the domains online on December 5, 2012 via online for a one year term. On December 6, 2013 per our customers account preferences the domains auto renewed for a one year term. On December 1, 2014 our customer turned off the auto renew on these domains. As such on December 5, 2014, the domains were not renewed per our customers account preferences. Due to domains being on manual renew it does require action by our customer.GoDaddy sent multiple expiration notices before and after the domain's expiration date to the email address provided by our customer. Account management and renewal of domains is solely a customer responsibility. On January 12, 2015, the customer contacted our 24/7 customer care and spoke with a supervisor who offered to waive half of the redemption fee as a courtesy gesture however, our customer declined the offer.At this time, our office spoke with the customer and assisted with recovering the domains at the registration price and as a courtesy waived the redemption fees.Resolution:GoDaddy acted in good faith to uphold its agreements with our customer. Our office has spoken with the customer and resolved the matter. Should our customer have further questions or concerns they may reach us directly at ###-###-####.Education: Managing Your AccountInformation[redacted]
Managing Payment Methods[redacted]
Thank you for the opportunity to address and bring clarity to the concerns presented by our valued customer. Thanks, [redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone###-###-#### Fax
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.
even though GoDaddy "automatically renews all domain names" because they make you check a box to not auto renew, and most people like myself miss. I did not want any of these renewed, let alone without my permission. A good company would refund the charges if indeed the customer alerted them to the fact they didn't want to continue the services. All of their alerts went to my junk mail and I don't even know my login info anymore. That is crap that companies such as GoDaddy can charge your card without any approval from customer. I did not want any renews nor do I ever want to do business with them again!!!!! Ever!!!
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 March 12, 2015, our customer purchased a domain registration via online...
transaction for a 1-year term.On March 13, 2016 and March 13, 2017; respectively, per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date on:December 12, 2016January 11, 2017February 10, 2017February 25, 2017March 7, 2017These notices informed our customer their expiring item would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office has connected with our customer to discuss their concerns. The domain name in question has since been canceled, the payment method within our system has been removed, and the latest transaction has been refunded in full.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 by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response. From time to time a company must make the difficult decision to cease (End-of-life) providing a particular product or service. GoDaddy has chosen to cease this particular version (version 6) of Website Builder, and have customers upgrade to the newest version of Website Builder. With this upgrade some features that were previously included have not carried over.Contrary to our customer’s understanding, adding in features that do not currently exist in the newest version of Website Builder is a time-consuming process. Extensive development and quality testing is required when adding new features to ensure that they do not cause adverse effects to the builder or our customers’ websites.Our customer has been provided other hosting options by GoDaddy’s customer care team that will provide them the desired features. They may continue to work with our customer care team by calling 480-505-8877. Thank 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 concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 5, 2016, our customer registered three domains for a 2-year term via...
online transaction. With the domains purchased, our customer received three “Get Found Starter” plans for respective two year term at no cost. The Get Found plans in question were renewed automatically for an additional 2-year term after their initial free period on January 5, 2016, per our customer’s account preferences. This was done in a good faith effort to honor agreements with our customer.GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. GoDaddy also sent our customer email notifications of the pending renewal prior to taking renewal action as directed by our customer. Notices were sent about the pending renewal on the following dates:• October 10, 2016• November 6, 2016• December 6, 2016• December 21, 2016• December 31, 2016RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. GoDaddy customers have the opportunity to review their shopping cart multiple times before completing transactions, and our customer had the opportunity to remove the Get Found plans prior to checkout.Our customer contacted GoDaddy support teams on February 7, 2016, to request a refund of the Get Found renewals, and was properly informed they were no longer refund-eligible. We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[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 have taken the information Godaddy provided to my banking institution. They did a search and the funds of $59.97 have never been credited to my account. That particular debit card has been invalid since the end of 2014. Invalid cards do not stay in their system past 6 month. TD Bank has the ARN number but a search of my account and of this number did not locate it. Per the TD bank personnel I spoke to, if it was received and not able to be put into an account, it would have been rejected immediately. GOdaddy has not provided an exact date that this was supposedly sent to my bank. I find it hard to believe that accompany of this size cannot refund a check, that their only means of a refund is to a card they knew was not valid.
Regards,
[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.The complainant 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 May 16, 2010 the complainant registered the domain name in question and added both our Private Registration and Business Registration services for a two-year term via an online transaction. This is for the period ending May 16, 2012.On April 2, 2012 the complainant manually renewed the domain name and Private Registration service for another one-year term via an online transaction. This is for the period ending May 16, 2013.On May 15, 2012; per the complainant's account preferences, GoDaddy was instructed to automatically renew the Business Registration services associated with the domain in question for a one-year term and did so in a good faith effort to honor its agreements with the complainant. On April 5, 2013 the complainant manually renewed the domain name and associated Private Registration and Business Registration services for a one-year term via an online transaction. This is for the period ending May 16, 2014.On May 15, 2014 the complainant manually renewed their domain name via an online transaction and added Protected Registration services. Our Protected Registration service; which the complainant had added to their domain registration, 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 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. On May 15, 2015; per the complainant's account preferences, GoDaddy was instructed to automatically renew the Certified Domain services associated with the domain name in question and did so to honor its agreements.On May 17, 2015; per the complainant's account preferences, GoDaddy was instructed to automatically renew the domain name with associated Protected Registration for a two-year term and did so, honoring our agreements.The complainant contacted our 24/7 Customer Care team via phone on May 17, 2015 to dispute the renewal of the domain name with the Protected Registration service they had purchased and was informed of the steps they would need to cancel the protection. The complainant’s response to the assistance they were being provided was a physical threat towards our customer service agent. RESOLUTION:GoDaddy values the complainant’s business and has upheld its agreements in good faith and honored its terms of service.Our office has reached out to the complainant via phone to discuss their concerns and also set professional boundaries. The complainant has been advised of what information is required to cancel the Protected Registration Service; it is their responsibility to submit this documentation. Once the proper documentation has been received and verified by the appropriate team within our organization that our customer has been corresponding with, the service may then be canceled.Education:The complainant may find the following articles helpful:What is Protected Registration? –https://support.godaddy.com/help/article/1286/what-is-protected-registrationC...⇄ Protected Registration? –https://support.godaddy.com/help/article/1292/canceling-protected-registratio...⇄ 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.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.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 January 15, 2015 our customer registered a domain for a 1-year term and purchased a hosting plan for a one-month term via online transaction. In a separate transaction our customer purchased an email plan for a one-month term via online transaction.Per our customer's account preferences, GoDaddy was instructed to automatically renew each service upon their respective expiration date(s) and did so in a good faith effort to honor its agreements with the customer. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility.Contrary to our customer’s understanding, our records do not indicate any contact between our customer and GoDaddy’s customer care team.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer may contact our billing department directly to further assist them with any applicable refunds. Local contact information for international customers can be found at https://godaddy.com/contact-us.aspxThank 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 https://www.godaddy.com/legal-agreements.aspx.On November 11, 2016, our customer purchased a Deluxe Managed WordPress hosting...
plan for a three year term and a domain name for a one year term via online transaction without the assistance of a Customer Care representative. Later that same day, our customer connected with our 24/7 Customer Care Center and indicated they were missing an email plan which should have been free with their hosting purchase.During the phone call with our Care representative the original hosting plan was canceled, refunded, and re-purchased for the same duration of time as the original purchase thus bringing the free email plan into the account.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.At no time during the interaction with our care representative was the three year duration of time discussed beyond our customer acknowledging the amount of time and dollar amount to be refunded and re-purchased. Per GoDaddy’s Refund Policy our customer’s account is not eligible for refund. Our publicly located refund policy can be found here: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed 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
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 October 27, 2014 our customer purchased a Premium SiteLock plan for a...
one-year term. That plan has been renewed each year since. 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.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. The renewal of the SiteLock plan would not result in a change to settings pertaining to virus or malware removal. Per our customer’s settings the feature which automatically removes malware (SMART) is set to “never run”. The scans have also resulted in 171 unread emails letting our customer know of issues with malware injections and files being updated. Upon review of the website in question it was found our customer utilized a free third party WordPress theme and customized it. Over time that theme was not updated and became a security issue. The last update made to the theme involved was in May 2015. Due to a lack of regular updates to security, the theme became vulnerable to attack and has resulted in allowing for corruption to website files for several sites found on the same hosting plan.GoDaddy does not reimburse fees paid to third party providers and the SiteLock plan in question is not eligible for refund.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[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 August 16, 2017, our customer purchased a domain name with Private Registration for...
a one-year term via online transaction. Our customer also activated a 30-day free trial of GoCentral, GoDaddy’s proprietary online website builder. During the trial period, customers can select to renew the product on a yearly or monthly basis. If our customers wish to extend the site monthly, they can purchase a one-month term prior to the expiration of the 30 days. Otherwise, the product renews for one year at the end of the 30-day trial.On September 23, 2017, per our customer’s account preferences, GoDaddy automatically renewed the GoCentral in question and did so in good faith to honor agreements with our customer.On November 18, 2017 our customer contacted our GoDaddy’s Customer Care Center to request a refund for the renewal of their GoCentral plan.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time exception to GoDaddy’s Refund Policy, we will provide our customer with a refund of any unused months on the GoCentral product, however they must first cancel the product from their account. Once canceled, they can contact our office directly at [email protected] to request a refund. Future refunds will be provided in accordance with GoDaddy’s Refund Policy: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963Thank 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 the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn October 12, 2015, the complainant created a new account and purchased three domain name registrations via an online transaction, each for a one-year term. On October 13, 2015, twelve additional domain name registrations were purchased online, also for a one-year term. GoDaddy takes its commitment to consumer protection very seriously. As part of an ongoing effort to protect our customers and credit card holders from unauthorized online purchases, GoDaddy routinely requests payment verification for new purchases when there is a legitimate concern.Due to suspicious information used by the complainant for the transactions, our Verification Office attempted to connect with the complainant on October 17, 2015 via phone to confirm the purchases were authorized. The phone information provided to GoDaddy by the complainant appears to be invalid and our attempts to connect were unsuccessful. As such and in conjunction with our Universal Terms of Service Agreement. identification associated with each of the payment methods used for the online transactions was requested to reasonably ensure the owner of the payment methods had authorized the purchases and preserve the integrity of the payment methods.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As the information requested by our Verification Office was not received in a timely manner, the account in question was administratively locked on October 17, 2015. Additionally, the transactions have been refunded in full to the original payment method(s), and the domain name registrations removed. For reinstatement of the account and associated products, we encourage the complainant to work with our Verification Office. Upon receipt of the requested documentation, the status of the account will be re-evaluated.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
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.
The server has crashed far more times than just twice and I'll be compiling dates of crashes. Currently as I type this, resources on my server are dwindling away again and once again I'm going to have to spend hours of my day getting it fixed getting before it crashes. You guarantee a working server, well it doesn't work. We pay for servers that should work and not be guaranteed to crash once or twice a month. This service is ridiculous. In your eyes, if the server does not go completely down then we're getting what we paid for. The problem is when mysql crashes ALL our websites go down and Mysql crashes constantly because the parent servers are eternally running out of resources. I've included some very frustrating chats below for reference.[redacted] - Hello, and thank you for contacting Server Support. What is your name and how can I help you?[redacted] - [redacted]s - Hi [redacted], I need some help getting my server back up.[redacted]s - This is a super high high sldesigns.com[redacted]s - Mysql is down.[redacted]s - Need to free up space but there is missing space on the server.[redacted]s - Sorry super high priority we've been down for almost a hour.[redacted]s - Are you there?[redacted]s - What do you need from me?[redacted]s - [redacted]!!!![redacted] - I was looking over the server[redacted]s - You're the second person I've had on chat. The first person never responded.[redacted] - You should b able to remove space via ssh[redacted]s - Can you explain why almost 20 gigs is missing from the server?[redacted] - But let me make sure the parent server is working correctly[redacted]s - I've been deleting stuff but space is Physically missing.[redacted] - Hmm the parent server looks good so let me take a look[redacted] - this is for [redacted] corret?[redacted] - correct[redacted]s - yes[redacted] - im showing the drize has a total ok [redacted] - used is [redacted] - available [redacted] - I see no missing space[redacted]s - In [redacted] it's showing missing space[redacted]s - Now it say's there's only 113 gigs available.[redacted]s - Something is seriously wrong here.[redacted] - Check ssh[redacted] - You may need to powercycle the get cpanel to sho correctly[redacted]s - Ive already tried to power cycle.[redacted]s - Why is [redacted] displaying the incorrect details.[redacted]s - Have you looked in [redacted] - [redacted] wont let me access at this point in time[redacted] - I can access ssh[redacted]s - Now it's says [redacted]s - There is obviously a problem here.[redacted]s - https:/[redacted]s - root[redacted]s - [redacted]s - Now it says [redacted] just dropping and dropping[redacted] - do not put your password information into the chat windows for security reasons[redacted] - thata ddress does not match the [redacted] server[redacted]s - It's the [redacted]s - ending in [redacted] - I see ok earlier I asked if it was the [redacted] server and you said yes[redacted] - Let me now investigate the other server[redacted]s - Sorry, for that. Thanks[redacted] - Ok this server is having a problem connecting with the parent server[redacted] - Let me see about resyncing it[redacted]s - Can you please send me an email as to why the server went down[redacted] - It went down because the parent server needed to reallocate you space[redacted] - You should be all set now[redacted]s - Can you move me to a different parent server please.[redacted]s - This is the second time this has happened in 3 months[redacted]s - Each time down for over 2 hours[redacted] - Well theres no way to do that but you could upgrade to the newer servers. They don't have the same issues as the older systems[redacted]s - I find that hard to believe[redacted]s - You've done it in the past[redacted] - These older systems are full. So there is no other server to move you to. We are no longer creating more of them as the new platform is more effective and up to date.[redacted] - In the past we were creating more of these.[redacted] - Does that make more sense?[redacted]s - Sounds like you just stopped maintaining them and no that does not make sense.[redacted] - We didnt stop maintaining them[redacted]s - So you can't add more resources to older systems?[redacted] - We still do maintenance and as you can see the issue was resolved quickly once I was able to see it[redacted] - No those systems are not able to be taken down to add resources[redacted] - Because it would take eveyone on the server down[redacted]s - So I suppose I can expect more of this in the future then. That really sucks.[redacted]s - Is there someway you guys can monitor this server so you know when it goes down?[redacted] - Well the parent server itself never went down but if it did yes we get alerts[redacted]s - Can you please monitor my [redacted] then? I'm sure there must be some kind of solution to put me at ease.[redacted]s - It seems like they should be monitored individually anyway. It would save you guys a lot of tickets.[redacted] - Well we dont monitor a [redacted] we dont manage but we do have a fully managed service that may resolve it for you. However I think moving to the newer faster cheaper servers would probably be your best bet. You would save money compared to what you are paying now.[redacted]s - What about the migration?[redacted]s - Would I have to manually port everything over?[redacted] - Well you can do that but it would be cpanel to cpanel so it shouldnt be to bad. But are you actually using [redacted] or just [redacted]s - [redacted] - Then it should be super easy to just do a cpanel backup and then restore it to the other server[redacted]s - For the amount of accounts we have that would still take a long time. If it's up to us to do the migration then I don't think we'll be upgrading.[redacted] - Ok we do have a paid service to migrate if that was something you wanted.[redacted]s - Is it per account?[redacted] - Otherwise yes a cpanel backup would be the most effective way[redacted] - Its per website[redacted]s - How much is it?[redacted] - It would be $100 per site.[redacted]s - and what kind of support does the new server have?[redacted]s - Can you give me specs and pricing?[redacted] - It does come with monitoring on each [redacted] container. It does come with automatic updates in [redacted]. It comes with a backup option to backup the whole server as a snapshot. Its faster, it doesn't run into space issues, and it's even more secure.[redacted] - Yes[redacted] - https://www.godaddy.com/pro/managed-[redacted] - For a [redacted] like yours[redacted] - You have 8g of ram and 240g of space[redacted] - it would be $139.99 before any sales[redacted]s - Okay, so it is actually cheaper then what we're paying for now.[redacted] - per month[redacted] - Yes[redacted]s - and is the sale just for the first month?[redacted] - And then annually you save even more[redacted] - If you opt for an annual term its for the year or two years[redacted]s - Okay, got it.[redacted] - No problem happy to assist you :)Chat session has been terminated by the site operator.[redacted] - Hello, and thank you for contacting Server Support. What is your name and how can I help you?[redacted] - [redacted]s - [redacted] is losing memory and needs sources on parent server reallocated. Please fix ASAP.[redacted]s - [redacted]s - [redacted]s - [redacted]s - Please make [redacted] aware of this issue.[redacted]s - [Incident ID: [redacted] - I see im reviewing the incident[redacted] - Ok I see that you are having the issue with the parent server missing space and you wanted to be migrated to another server correct?[redacted]s - As long as nothing breaks in the process.[redacted]s - Will the IP addresses be moved as well?[redacted] - Well you would have the same amount of Ip's but they might change between the migration[redacted]s - They might? Then no we can't do that. How else can you fix this problem? Can you move other [redacted]'s to another parent to reduce the load?[redacted]s - Obviously something needs to be done on this parent to keep it functioning so please let me know what action you're going to take.[redacted]s - Is [redacted] available?[redacted] - Let me take a look[redacted] - No[redacted] - That representative is not available[redacted]s - Can you please put me in touch with a manager then?[redacted]s - The server is still missing resources so something needs to be done quick.[redacted]s - You don't offer support for the server and that's fine. You do however guarantee that it will function and it's not. So please get it fixed.[redacted] - Its not functioning currently?[redacted] - Im not seeing it down[redacted]s - NO the resources are dwindling away and it's bound to crash any minute.[redacted]s - Put me in touch with a manager.[redacted]s - I'm supposed to have 240 GB and it's down to 149 GB. Does that sound like a functioning server to you?[redacted]s - via ssh [redacted] /[redacted] - Well the server is working however I do understand the need for space. Did you want me to check into what can be done or did you want to speak with a manager still?[redacted]s - yes[redacted] - Ok let me get in touch with one. I will need some time.[redacted]s - No problem.[redacted]s - Don't worry about it. I'm going through another channel. I need to speak to someone in person.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It's hard for me to provide evidence proving my account change was unauthorized. Godaddy has NO any extra login protection measures, once invader got my ID and password, then whole account would be under control of invader. After that ALL of my account information could be changed to any without telling me the details. At this point, I can do nothing else than contacting Godaddy to get back the control of my account/domains.Godaddy should perform a complete security check on my account change.Even if Godaddy can not make sure if the account change was unauthorized, as am still the LISTED REGISTRANT for the domains, after proving necessary identification and order/payment documents, Godaddy should move the domains to my new Godaddy account at once.So far as I know, there's many Godaddy customers stating their domains stolen and cannot be solved in many different countries, Godaddy should treat this serious and do best to return domains as well as take measures to prevent such issue occur again.Finally, I can provide any necessary clarification stating the domains were stolen and I would cover all the risk/cost again future complaint/lawsuit, if Godaddy needs.
Regards,
[redacted]
Thank you for the opportunity to address our customer’s additional concerns. We acknowledge our error in our previous reply. Our customer is correct in that there was not a report of the email issue having been resolved. Instead, there was a note dated March 14, 2017, stating additional malicious content had been located within our customer’s website files and our customer was instructed to remove this malicious content before GoDaddy was able to repair their email reputation. Our customer purchased SiteLock on March 14, 2017. SiteLock is a third party software offered to our customers as an extra layer of protection against malware and virus injections. SiteLock has performed daily scans and has removed malware located within the directories pertaining to the website it was set up to monitor.Our customer contacted our Support Team again March 17, 2017, and was informed there still remains malicious content within their web files. As our customer has additional unrelated directories within their hosting plan pertaining to different websites, they will need to employ SiteLock on those additional websites or utilize another service of their choosing to scan all files and folders to identify and remove the malicious content. Maintaining proper website security is a customer responsibility.Additionally, in reviewing our customers SiteLock reports, SiteLock has identified an XSS vulnerability on our customer’s main website and it does not appear our customer has taken action to mitigate the vulnerability. We would encourage our customer to do so to prevent further unwanted compromises to their web files.Once or customer has removed the malicious content and secured the vulnerabilities on their hosting plan, they may contact our Customer Support Team to remove the email block on their account. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
GoDaddy ignored the fact that it used an offer of "free" hosting as an inducement to register a domain name for two years and then to extend it to 2018. But for that inducement, neither the original registration would have been agreed to nor would the extension (solicited by GoDaddy) been agreed to. Pursuant to the inducements, GoDaddy was paid in advance for service until July 2018. Notwithstanding the company's regrets or choices, those are its concerns, not mine. GoDaddy has not acted in good faith, has indicated that it will not provide the service paid for in advance due to its inducements and has reiterated its intent to default on the terms of the contract. I have found no clause or section in the GoDaddy Terms of Service that permits it to terminate a contracted service before the full term of that service has been fulfilled and, in its response, GoDaddy has not referenced any such clause or section. The company intends to commit fraud on 30 April 2016.Its willful intention of default is nothing at all like a company ending support of a product. In that instance, the customer still retains whatever was purchased. In the instant case, the seller, GoDaddy, intends to make the service unavailable before the term contracted for and paid for in advance has expired. That is a default that will result in damages to the purchaser. By GoDaddy's own statements, once GoDaddy defaults, I will have to hire someone to move the web site somewhere and pay additional fees to host the web site at least through the original contract term.GoDaddy has already stated that it has the ability to move the web site and continue to provide hosting service through the original term. The only issue is that GoDaddy insists on being paid additional sums to simply fulfill the contract already paid for. There is nothing that is beyond GoDaddy's control or ability by its own statements. I insist that GoDaddy fulfill the terms of the original contract at its own cost and expense.
Thank you for the opportunity to address the additional concerns presented by our customer.
GoDaddy empathizes with our customer, however, we stand by our original response. The Protected Registration service functioned as advertised, keeping the domain from being canceled without proof of identification from the domain registrant.
On June 1, 2016, the registrant of the domain submitted a request to cancel the Protected Registration service. As they were able to provide the necessary identification, the Protected Registration service was canceled on June 1, 2016.
The cancellation of the Protected Registration service does not cancel the domain. Should our customer wish to deactivate their account, they will need to cancel the domain and remove all payment methods from their account. Our support staff can then assist them with deactivating their account.
Our customer may find the articles below useful in canceling the domain and removing all payment methods from their account.
Cancel a domain name[redacted]
Remove credit cards from your account[redacted]
Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,
Stephen J[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
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 August 10, 2015, our customer purchased the domain name in question for a two year...
term via an online transaction. On August 11, 2017, per our customer's account 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 to the email address on file prior to the expiration date, including on July 11. 2017 and August 5, 2017. These notices informed our customer their expiring domain would be renewed in accordance with their account settings unless additional action was taken. Furthermore, GoDaddy does not arbitrarily change the automatic renewal setting on our customers' behalf; account management is a customer responsibility.On August 21, 2017, our customer contacted GoDaddy to request a refund of the renewal transaction. Their request was denied in accordance with our Refund Policy. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We encourage our customer to review and manage their account settings to prevent further unwanted renewals. If our customer does not wish to continue their domain’s registration, they may consider other options, such as listing it in a domain auction or even canceling the domain’s registration. 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 the customer. We have reviewed this matter and would like to present the following. The customer acknowledged and agreed to the following agreements upon conducting business...
with GoDaddy:· Universal Terms of Service· Domain Name Registration AgreementThese agreements can be found at:[redacted]
There are two groups of domains that are in a redemption status. The first group, our customer originally purchased the domain names online on December 09, 2009 for a one year term. Our customer renewed the domains online within their GoDaddy account in November 2010 for a one year term. In November of 2011 our customer again renewed the domains online but for a two year term. On December 2, 2013, per the customer’s account preferences, GoDaddy was instructed to automatically renew the domains in question for a one year term and did so in a Good Faith effort to honor its agreements with the customer. On March 6, 2014, our customer turned off the auto renew for the domains. As such when the domains were due for renewal on December 2, 2014, per our customers account preference we did not auto renew them and the customer would need to take action by renewing online or calling our customer care for assistance.There is also a second group of domains that have expired and are in a redemption status. The customer originally purchased the domains online on December 5, 2012 via online for a one year term. On December 6, 2013 per our customers account preferences the domains auto renewed for a one year term. On December 1, 2014 our customer turned off the auto renew on these domains. As such on December 5, 2014, the domains were not renewed per our customers account preferences. Due to domains being on manual renew it does require action by our customer.GoDaddy sent multiple expiration notices before and after the domain's expiration date to the email address provided by our customer. Account management and renewal of domains is solely a customer responsibility. On January 12, 2015, the customer contacted our 24/7 customer care and spoke with a supervisor who offered to waive half of the redemption fee as a courtesy gesture however, our customer declined the offer.At this time, our office spoke with the customer and assisted with recovering the domains at the registration price and as a courtesy waived the redemption fees.Resolution:GoDaddy acted in good faith to uphold its agreements with our customer. Our office has spoken with the customer and resolved the matter. Should our customer have further questions or concerns they may reach us directly at ###-###-####.Education: Managing Your AccountInformation[redacted]
Managing Payment Methods[redacted]
Thank you for the opportunity to address and bring clarity to the concerns presented by our valued customer. Thanks, [redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone###-###-#### Fax
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.
even though GoDaddy "automatically renews all domain names" because they make you check a box to not auto renew, and most people like myself miss. I did not want any of these renewed, let alone without my permission. A good company would refund the charges if indeed the customer alerted them to the fact they didn't want to continue the services. All of their alerts went to my junk mail and I don't even know my login info anymore. That is crap that companies such as GoDaddy can charge your card without any approval from customer. I did not want any renews nor do I ever want to do business with them again!!!!! Ever!!!
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 March 12, 2015, our customer purchased a domain registration via online...
transaction for a 1-year term.On March 13, 2016 and March 13, 2017; respectively, per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date on:December 12, 2016January 11, 2017February 10, 2017February 25, 2017March 7, 2017These notices informed our customer their expiring item would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office has connected with our customer to discuss their concerns. The domain name in question has since been canceled, the payment method within our system has been removed, and the latest transaction has been refunded in full.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 by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response. From time to time a company must make the difficult decision to cease (End-of-life) providing a particular product or service. GoDaddy has chosen to cease this particular version (version 6) of Website Builder, and have customers upgrade to the newest version of Website Builder. With this upgrade some features that were previously included have not carried over.Contrary to our customer’s understanding, adding in features that do not currently exist in the newest version of Website Builder is a time-consuming process. Extensive development and quality testing is required when adding new features to ensure that they do not cause adverse effects to the builder or our customers’ websites.Our customer has been provided other hosting options by GoDaddy’s customer care team that will provide them the desired features. They may continue to work with our customer care team by calling 480-505-8877. Thank 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 concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 5, 2016, our customer registered three domains for a 2-year term via...
online transaction. With the domains purchased, our customer received three “Get Found Starter” plans for respective two year term at no cost. The Get Found plans in question were renewed automatically for an additional 2-year term after their initial free period on January 5, 2016, per our customer’s account preferences. This was done in a good faith effort to honor agreements with our customer.GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. GoDaddy also sent our customer email notifications of the pending renewal prior to taking renewal action as directed by our customer. Notices were sent about the pending renewal on the following dates:• October 10, 2016• November 6, 2016• December 6, 2016• December 21, 2016• December 31, 2016RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. GoDaddy customers have the opportunity to review their shopping cart multiple times before completing transactions, and our customer had the opportunity to remove the Get Found plans prior to checkout.Our customer contacted GoDaddy support teams on February 7, 2016, to request a refund of the Get Found renewals, and was properly informed they were no longer refund-eligible. We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[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 have taken the information Godaddy provided to my banking institution. They did a search and the funds of $59.97 have never been credited to my account. That particular debit card has been invalid since the end of 2014. Invalid cards do not stay in their system past 6 month. TD Bank has the ARN number but a search of my account and of this number did not locate it. Per the TD bank personnel I spoke to, if it was received and not able to be put into an account, it would have been rejected immediately. GOdaddy has not provided an exact date that this was supposedly sent to my bank. I find it hard to believe that accompany of this size cannot refund a check, that their only means of a refund is to a card they knew was not valid.
Regards,
[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.The complainant 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 May 16, 2010 the complainant registered the domain name in question and added both our Private Registration and Business Registration services for a two-year term via an online transaction. This is for the period ending May 16, 2012.On April 2, 2012 the complainant manually renewed the domain name and Private Registration service for another one-year term via an online transaction. This is for the period ending May 16, 2013.On May 15, 2012; per the complainant's account preferences, GoDaddy was instructed to automatically renew the Business Registration services associated with the domain in question for a one-year term and did so in a good faith effort to honor its agreements with the complainant. On April 5, 2013 the complainant manually renewed the domain name and associated Private Registration and Business Registration services for a one-year term via an online transaction. This is for the period ending May 16, 2014.On May 15, 2014 the complainant manually renewed their domain name via an online transaction and added Protected Registration services. Our Protected Registration service; which the complainant had added to their domain registration, 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 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. On May 15, 2015; per the complainant's account preferences, GoDaddy was instructed to automatically renew the Certified Domain services associated with the domain name in question and did so to honor its agreements.On May 17, 2015; per the complainant's account preferences, GoDaddy was instructed to automatically renew the domain name with associated Protected Registration for a two-year term and did so, honoring our agreements.The complainant contacted our 24/7 Customer Care team via phone on May 17, 2015 to dispute the renewal of the domain name with the Protected Registration service they had purchased and was informed of the steps they would need to cancel the protection. The complainant’s response to the assistance they were being provided was a physical threat towards our customer service agent. RESOLUTION:GoDaddy values the complainant’s business and has upheld its agreements in good faith and honored its terms of service.Our office has reached out to the complainant via phone to discuss their concerns and also set professional boundaries. The complainant has been advised of what information is required to cancel the Protected Registration Service; it is their responsibility to submit this documentation. Once the proper documentation has been received and verified by the appropriate team within our organization that our customer has been corresponding with, the service may then be canceled.Education:The complainant may find the following articles helpful:What is Protected Registration? –https://support.godaddy.com/help/article/1286/what-is-protected-registrationC...⇄ Protected Registration? –https://support.godaddy.com/help/article/1292/canceling-protected-registratio...⇄ 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.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.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 January 15, 2015 our customer registered a domain for a 1-year term and purchased a hosting plan for a one-month term via online transaction. In a separate transaction our customer purchased an email plan for a one-month term via online transaction.Per our customer's account preferences, GoDaddy was instructed to automatically renew each service upon their respective expiration date(s) and did so in a good faith effort to honor its agreements with the customer. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility.Contrary to our customer’s understanding, our records do not indicate any contact between our customer and GoDaddy’s customer care team.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer may contact our billing department directly to further assist them with any applicable refunds. Local contact information for international customers can be found at https://godaddy.com/contact-us.aspxThank 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 https://www.godaddy.com/legal-agreements.aspx.On November 11, 2016, our customer purchased a Deluxe Managed WordPress hosting...
plan for a three year term and a domain name for a one year term via online transaction without the assistance of a Customer Care representative. Later that same day, our customer connected with our 24/7 Customer Care Center and indicated they were missing an email plan which should have been free with their hosting purchase.During the phone call with our Care representative the original hosting plan was canceled, refunded, and re-purchased for the same duration of time as the original purchase thus bringing the free email plan into the account.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.At no time during the interaction with our care representative was the three year duration of time discussed beyond our customer acknowledging the amount of time and dollar amount to be refunded and re-purchased. Per GoDaddy’s Refund Policy our customer’s account is not eligible for refund. Our publicly located refund policy can be found here: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed 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
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 October 27, 2014 our customer purchased a Premium SiteLock plan for a...
one-year term. That plan has been renewed each year since. 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.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. The renewal of the SiteLock plan would not result in a change to settings pertaining to virus or malware removal. Per our customer’s settings the feature which automatically removes malware (SMART) is set to “never run”. The scans have also resulted in 171 unread emails letting our customer know of issues with malware injections and files being updated. Upon review of the website in question it was found our customer utilized a free third party WordPress theme and customized it. Over time that theme was not updated and became a security issue. The last update made to the theme involved was in May 2015. Due to a lack of regular updates to security, the theme became vulnerable to attack and has resulted in allowing for corruption to website files for several sites found on the same hosting plan.GoDaddy does not reimburse fees paid to third party providers and the SiteLock plan in question is not eligible for refund.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[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 August 16, 2017, our customer purchased a domain name with Private Registration for...
a one-year term via online transaction. Our customer also activated a 30-day free trial of GoCentral, GoDaddy’s proprietary online website builder. During the trial period, customers can select to renew the product on a yearly or monthly basis. If our customers wish to extend the site monthly, they can purchase a one-month term prior to the expiration of the 30 days. Otherwise, the product renews for one year at the end of the 30-day trial.On September 23, 2017, per our customer’s account preferences, GoDaddy automatically renewed the GoCentral in question and did so in good faith to honor agreements with our customer.On November 18, 2017 our customer contacted our GoDaddy’s Customer Care Center to request a refund for the renewal of their GoCentral plan.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time exception to GoDaddy’s Refund Policy, we will provide our customer with a refund of any unused months on the GoCentral product, however they must first cancel the product from their account. Once canceled, they can contact our office directly at [email protected] to request a refund. Future refunds will be provided in accordance with GoDaddy’s Refund Policy: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963Thank 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 the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn October 12, 2015, the complainant created a new account and purchased three domain name registrations via an online transaction, each for a one-year term. On October 13, 2015, twelve additional domain name registrations were purchased online, also for a one-year term. GoDaddy takes its commitment to consumer protection very seriously. As part of an ongoing effort to protect our customers and credit card holders from unauthorized online purchases, GoDaddy routinely requests payment verification for new purchases when there is a legitimate concern.Due to suspicious information used by the complainant for the transactions, our Verification Office attempted to connect with the complainant on October 17, 2015 via phone to confirm the purchases were authorized. The phone information provided to GoDaddy by the complainant appears to be invalid and our attempts to connect were unsuccessful. As such and in conjunction with our Universal Terms of Service Agreement. identification associated with each of the payment methods used for the online transactions was requested to reasonably ensure the owner of the payment methods had authorized the purchases and preserve the integrity of the payment methods.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As the information requested by our Verification Office was not received in a timely manner, the account in question was administratively locked on October 17, 2015. Additionally, the transactions have been refunded in full to the original payment method(s), and the domain name registrations removed. For reinstatement of the account and associated products, we encourage the complainant to work with our Verification Office. Upon receipt of the requested documentation, the status of the account will be re-evaluated.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260