Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx Our customer...
contacted GoDaddy’s customer care teams and was properly advised that their auction purchase was not eligible for use with the discount code the customer provided. GoDaddy provides various promotional offers to our customers in for purchase of new products and renewals of existing ones. However, some products may not be eligible for discounts. Our customer can reference the original offer as these offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question. Our customer did not process the payment for the domains in which they won via auction within three days. As such GoDaddy’s auctions team processed the payments for all domains won via auctions in accordance with GoDaddy Auctions Agreement which our customer agreed to upon purchasing their auction membership.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. If the customer has any concerns regarding applicable discounts specifically related to domain auctions as well as any additional concerns regarding an auction win processed on their behalf due to an auction win, the customer may contact GoDaddy’s auctions team directly at [email protected] you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant.As previously stated, the domain name for this account was set to a manual renewal setting when it was moved into the account. GoDaddy provides customers with full control over the manual and automatic renewal feature and they may, at any time, log into their account and modify this preference. Account management is a customer responsibility.In addition, the renewal notifications sent to the complainant prior to the domain expiration stated we will be unable to renew the domain on their behalf if the domain is set to manually renew.The domain name has followed its standard life-cycle, expired, and is still currently able to be redeemed by the complainant with the associated redemption fee. The complainant's hosting plan expired on May 27, 2015. They had disabled the automatic renewal associated with their hosting plan, instructing GoDaddy not to renew the service upon expiration. The hosting plan had been active and working as intended. We are unable to provide a refund for the hosting outside of our Refund Policy as this is a separate product from the domain name and can be used without connection to that specific domain name. The complainant may find this additional support article helpful: Recovering Expired Domain Names - https://support.godaddy.com/help/article/5018/recovering-expired-domain-namesTha...⇄ you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260[redacted] Phone[redacted] Fax
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
godaddy claims no responsibility for their weak ssl or their lack of knowledge on how to to fix the problem. I have spent countless hours working on my website only to still have it unproductive. I was making over $2000 a month in ecommerce before they installed my new ssl. My site was secure before the renewed ssl & orders were placed several times a day. Because it was unsecured for a month I have lost customers & income. I had to get a second job to compensate for the loss. Godaddy had me remove all my product photos (that have been on the site all last year) from my paid for business website to make it secure. Im at a loss how they can get away with treating me like this. Ive been using their service since 2009. Im not happy. Im going to contact my attorney and possibly file a law suit.
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 AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 16, 2010, the complainant purchased two .EU domain names, each for a one year term via online transaction. For .EU domain names, these domains expire on the last day of the month in which the domain was registered. For example, if the complainant registered a .EU domain name for one year on July 16, 2010, it would have expired on July 31, 2011. On July 27, 2011, the complainant manually renewed the .EU domains, each for a two year term. This is for the registration term ending July 31, 2013. On August 2, 2013, the complainant redeemed the .EU domain names from their expired status by purchasing a one year renewal of the domains’ registrations, and paying an additional redemption fee for each domain. This is for the registration term ending July 31, 2014. On August 4, 2014, the complainant again redeemed the .EU domain names from their expired status by purchasing a one year renewal of the domains’ registrations, and paying the additional redemption fee. This is for the registration term ending July 31, 2015.Per GoDaddy’s Domain Name Registration agreement, which the complainant acknowledged and agreed to upon conducting business with GoDaddy, certain ccTLDs (Country Code Top Level Domains) such as .EU domains, must be renewed prior to the expiration date of the domain. The renewal date of .EU domains depends on whether the domain names are set to auto-renew or manually renew. There is no grace period for .EU domain names after expiration, as the domains must be redeemed for an additional fee.If our customers enable automatic renewal for their .EU domain name(s), GoDaddy first attempts auto-renewal 10 days prior to the domain name's expiration date. If the renewal attempt fails, we re-attempt renewal five days prior to the domain name's expiration date. If the second attempt fails, we make a final attempt on the domain name's expiration date.On July 21, 2015, per the complainant’s account preferences GoDaddy was instructed to automatically renew the .EU domains and attempted to do so in a good faith effort to honor its agreements with the complainant. The complainant's financial institution declined payment(s). GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant.GoDaddy sent renewal notices prior to the expiration date on:• May 2, 2015• June 1, 2015• July 1, 2015• July 16, 2015GoDaddy also sent notices after the failed automatic renewal attempts on:• July 21, 2015• July 26, 2015• July 31, 2015These notices informed the customer their expiring item(s) were at risk of being canceled unless additional action was taken. Account management is a customer responsibility.On July 31, 2015, the complainant’s agreed and purchased term of domain registrations ended. Later that same day, the complainant contacted GoDaddy’s 24/7 Customer Care Center via online chat to renew the two .EU domain names. As the registry update had occurred for these domains prior to the complainant’s contact with our support team, the domains again lapsed into a redemption status. If a customer is manually renewing a .EU domain name, it is recommended to do so prior to its expiration date to avoid any additional associated redemption fees.The complainant was charged the cost of a one year renewal for each of the .EU domain names, and the respective redemption fees to recover the domains.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy is unable to provide the complainant with their requested refund. The complainant allowed their .EU domain name registrations to expire and lapse into a redemption status multiple times over the lifetime of their customer account due to non-renewal in a timely manner. Account management and renewal of domains is solely a customer responsibility and the complainant agreed to this when they registered domains through GoDaddy. While we make a best effort to partner in our customers’ successes, our customers must also be responsible for their actions or lack thereof.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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. Domains are sold on a first-come, first-served basis. The complainant claims that GoDaddy has "front run" domain names the complainant has attempted to...
register. Domain “front-running” is the act of registering domain names after a registration search is done in an attempt to profit from them. GoDaddy does not and never has participated in domain name “front-running”. We encourage our customers to purchase any available domains they desire at the time they show as available for registration.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.According to the public WHOIS directory, the domain YOKE.COM has been registered since August 28, 1998, and the domain BUGSHOT.COM has been registered since November 28, 2005. The complainant may wish to connect with the current registrants to inquire about possible sale or transfer of the domain.GoDaddy will not transfer either domain to the complainant. We sincerely hope that the complainant can either amicably resolve their concerns with the current registrants or find another, unregistered domain name that is suitable for their purposes.EDUCATION:The complainant may also find these GoDaddy support articles useful:What is Domain Buy Service? -https://www.godaddy.com/help/what-is-domain-buy-service-1699Domain Buy Service: A Buyer's Roadmap -https://www.godaddy.com/help/domain-buy-service-a-buyers-roadmap-5686Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.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 September 25, 2016, our customer purchased a domain name transfer via an online...
transaction. The transfer order was for a domain they were purchasing from a third party via GoDaddy’s auction platform. The funds paid to GoDaddy were for the transfer of the domain, not the domain itself. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy will refund the fees paid for the domain transfer, though we will need our customer to cancel the transfer order first. Our support staff can assist them with this process and issue a refund once the transfer is canceled within their account. As for the fees referenced in their complaint, GoDaddy is unable to address their concerns, as these fees are neither charged by nor paid to GoDaddy.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
while I did, in fact, read the ToS prior to even purchasing my domain and hosting, I also did change my settings to ensure there would not be automatic renewal. I am glad I was able to get a refund on the hosting as that was the larger payment, HOWEVER, during my phone call on the 3rd to get that refund, I was specifically told that my domain would not be renewing. And when it renewed anyway, I contacted GoDaddy within two days of the charge - so I was not outside of the supposed 45 days, even from the first call for incorrect billing. I do not believe it is impossible to refund a charge just made, as I am very familiar with PayPal and how it functions. Denying that refund is a personal company choice, not something PayPal does not allow.
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• Universal Terms of Service Agreement• Auctions Membership Agreement• Domain Name Registration Agreement• Hosting Agreement• Workspace Service AgreementThe latest version of these agreements can be found at: [redacted]On May 8, 2009, the complainant purchased a domain backorder via online purchase in their customer account. Included in this purchase was a one year membership to GoDaddy’s auction site at no charge. Per the complainant’s account preferences, this membership automatically renewed yearly on the renewal date between years 2010 to 2012. The complainant manually renewed this product with a GoDaddy customer care agent on May 15, 2013, and the product then again automatically renewed per the complainant’s account preferences on May 18, 2014.On May 16, 2009, the complainant purchased GoDaddy’s economy tier Linux shared hosting account for a one year term during an interaction with a GoDaddy customer care agent. This product was manually renewed for one year (prior to the actual expiration of May 16, 2010) on January 13, 2010 during a call with GoDaddy’s customer care. The hosting account subsequently automatically renewed in 2011 for a one year term per the complainant’s account preferences. The complainant then manually renewed the hosting account with assistance from GoDaddy’s customer care on January 18, 2012 and May 15, 2013, each for one year terms. The complainant’s hosting account automatically renewed per their account preferences on May 16, 2014 for a one year term. On May 1, 2015, the complainant manually renewed the hosting account in question for a one year term with assistance from GoDaddy’s customer care.On January 13, 2010 the complainant also registered an Unlimited Email plan for a one year term with assistance from GoDaddy’s customer care. This email plan automatically renewed per the complainant’s account preferences on its renewal date in 2011 for a one year term. On January 18, 2012, the complainant then manually renewed the email plan for a one year term (while concurrently renewing their Linux hosting as outlined above) with assistance from GoDaddy’s customer care. Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the email plan in question on January 13, 2013 and attempted to do so in a Good Faith effort to honor its agreements with the customer. The payment method associated with this product had expired and in turn, GoDaddy was unable to renew the product. As the product was not renewed in a timely manner, it eventually expired and was canceled from the account on February 2, 2013. GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.On February 4, 2013, the complainant then purchased a new email plan for a two year term with assistance from GoDaddy’s customer care. Per our customer's account preferences, GoDaddy was instructed to automatically renew the email plan in question on February 4, 2015 and attempted to do so in a Good Faith effort to honor its agreements with the customer. The payment method associated with this product had expired, and again GoDaddy was unable to renew the product. Again, GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.When products are purchased our customers have the option to select the length of term, and GoDaddy will send out email notifications prior to the renewal of these products. We also provide the option to automatically renew products on behalf of our customers to help ensure their products stay active. We also provide receipts from any transactions made in the account in addition to providing a list of active products in the account and their subsequent renewal dates for reference at any time when a customer logs into their account. Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy provides customers with full control over the automatic renewal settings within their account. GoDaddy also sent the complainant email notifications of the pending renewals prior to attempting renewal actions as directed by the complainant.While the complainant’s domains are registered through 2019 and 2020 as they have stated, these domains are separate products from the complainant’s hosting and email plans. The complainant has purchased a new email plan, and has also renewed their shared hosting account, each for one year terms. Typically GoDaddy can attempt to restore emails for our customers in the case of a canceled email account; however the backups that GoDaddy restores from are only available for 14 rolling calendar days. As the complainant’s email plan was canceled on February 24, 2015, no backups would be available, other than any the complainant may have independently saved. GoDaddy’s email accounts are not intended for archival purposes.EDUCATION:The complainant may wish to use a third-party email client as a possible method to independently back up their emails.The following support articles may be helpful to the complainant:Email Client Tutorials:[redacted]Kindest Regards,[redacted] [redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Direct Affiliate Program AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 4, 2014 the complainant had sent an inquiry to our support teams regarding outstanding commissions earned from participating in the GoDaddy Direct Affiliate Program. The complainant was instructed to contact the proper team within our organization to properly assist, which is [redacted]@godaddy.com.On December 17, 2014 and December 18, 2014 the complainant contacted our Direct Affiliate team with their inquiry regarding commissions earned. In order to facilitate the final payment of commissions earned in the GoDaddy Direct Affiliate Program, the complainant was instructed to update their payee account on record with us and was provided instructions to do so. Once that process had been completed, the applicable payment may then be issued. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Our Direct Affiliate team has been in contact with the complainant. Once the complainant updates their payee information using the instructions that had been provided to them, our Direct Affiliate team may expedite the payment of applicable commissions. Any additional questions or concerns regarding this matter may by submitted by the complainant directly to [redacted]@godaddy.com. Education:What is the GoDaddy Direct Affiliate Program? –https://support.godaddy.com/help/article/4627Earning Commission as a GoDaddy Direct Affiliate –https://support.godaddy.com/help/article/6045Setting up Your Affiliate Account’s Payee Method –https://support.godaddy.com/help/article/6055Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and the GoDaddy account in question to which we would like to present the following.
Prior to the purchase of products and services our customer acknowledged...
the following agreements:
• Universal Terms of Service Agreement
• Domain Name Registration Agreement
• Domain Name Proxy Agreement
The latest version of this agreement and other legal agreements may be found at: [redacted]
On December 11, 2009 our customer purchased a domain name transfer for the domain in question via an online transaction. During the same transaction, the customer added our premium Protected Registration service. One of the features of Protected Registration is to protect against the cancellation/expiration of the domain name. Domain names which have this service cannot be canceled 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 December 30, 2014, our customer submitted a request to have Protected Registration removed from their domain. Our support staff responded with a request for documentation proving ownership of the domain based on the information provided to us by the customer when the service was established. The customer had full control over their Registrant and Organization (business) information at the previous registrar that subsequently carried over to GoDaddy during the transfer. It is a Registrants’ (customer) responsibility to ensure accuracy of their data.
Resolution:
GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.
The Protected Registration service functioned as advertised; keeping the domain from being canceled without proof of identification.
Additionally, our Protected Registration includes privacy service through an affiliate company, [redacted]® ([redacted]). ([redacted]).
Private registration shields a domain owner’s personal contact information within the public Whois directory by listing [redacted]'s name, mailing address, and phone number instead of the customer’s personal contact information. It appears this may be what our customer is referring to with their claim that GoDaddy entered fictitious information within their account. GoDaddy does not arbitrarily add or make changes to personal information within customer accounts. Our request for documentation was based solely on the information provided to us by the customer from within their account.
Our customer has completed the process of removing the Protected Registration service from their domain name. They may now cancel the domain name registration from within their account.
Education:
The following GoDaddy Support article will be helpful to our customer in canceling any unwanted product:
Canceling Products
[redacted]
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.
Kindest Regards
[redacted] Office of the CEO - GoDaddy
[redacted]
[redacted] ###-###-#### Phone
###-###-#### Fax
Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx GoDaddy...
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 May 28, 2014, May 28, 2015, and June 1, 2016, our customer’s financial institution provided GoDaddy with updated information for the payment method associated to the services in question.Per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question and did so following our receipt of the updated credit card information in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to expiration for each service term, most recently on:• April 20, 2016• May 5, 2016• May 15, 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.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We have no record of our customer contacting support staff to request cancellation of services and deactivation of their account. Our customer will need to do so in order to ensure no future billing occurs within their account with us. We also 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,Stephen J[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 Agreement• Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn November 18, 2014, the complainant purchased a cPanel hosting plan for a 1-year term. This is for the period ending November 18, 2015. The hosting plan includes free email services which the complainant had opted to use. On November 18, 2015; per the complainant’s account preferences, GoDaddy was instructed to automatically renew the hosting service and attempted to do so in a good faith effort to honor its agreements with the complainant however, their financial institution declined payment. GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant. Contrary to the complainant's understanding, the only payment made to GoDaddy for the hosting service in question was the initial purchase on November 18, 2014. On December 8, 2015; their hosting services, including email, was canceled due to non-payment. Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy has not changed the complainant’s password for their email. Their email services were canceled when the hosting was canceled due to non-payment. If the complainant wishes to setup their email again, they will need to purchase a new email plan or purchase a new hosting plan that includes email services. Should the complainant require assistance in purchasing any GoDaddy services, they may contact GoDaddy’s 24 Hour Customer Care Center at (480) 505-8877.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
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 30, 2017, per our customer’s account preferences, GoDaddy was instructed to...
automatically renew seven of our customer’s domains for a two-year term, and did so in good faith to honor agreements with our customer. GoDaddy sent renewal notices prior to the expiration date, including on July 25, and August 24, 2017. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.On September 12, 2017, our customer called our Customer Care team requesting a refund for four of these domain renewals. They were properly informed that domains automatically renewed for multiple years must be canceled within 5 days of renewal to be refund eligible.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy acts as a broker of sorts when acquiring or renewing domain names for customers, paying the registry for registrations or renewals. GoDaddy only has a limited time in which we can request a refund as well, which is part of the basis of our Refund Policy, found here: [redacted]We also 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,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 July 20, 2016, our customer purchased GoDaddy’s Domain Buy Service...
for the domain in question during an online transaction. This service enlists GoDaddy's Domain Buy Agents to attempt to contact a current domain name registrant and attempt to negotiate a sale of the domain name registration. On that same date our customer submitted a minimum/maximum offer for the domain. GoDaddy’s Domain Buy team reached out to the current owner of the domain name in an attempt to assist in brokering a sale between the two parties. GoDaddy has continued to reach out to the owner of domain in question but has not received a reply. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. GoDaddy’s Domain Buy team has reached out to our customer and provided them an update on our attempts to broker a sale of the domain for them. Thank you again for the opportunity to address the concerns presented by our customer. Kind regards, Ken C[redacted] Office of the CEO- GoDaddy
Thank you for the opportunity to address our customer’s additional concerns. GoDaddy stands by its previous response. While GoDaddy sent notice to our customer via email before the service's expiration date and subsequent renewal, GoDaddy simply has no control over what happens to the email notice after it leaves our system or how our customer's ISP or email client chooses to handle the email once they receive it.Furthermore, GoDaddy provides its customers with full control over renewal preferences and customers may, at any time, log into their account and modify those preferences. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address 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• Website Builder Service Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 20, 2014 the complainant purchased GoDaddy’s Website Builder and a domain name registration, each for a one-year term, via an online transaction. This was for the period ending July 20, 2015.On July 20 and July 21, 2015 respectively, per the complainant's account preferences, GoDaddy was instructed to automatically renew the Website Builder and domain name upon expiration and attempted to do so in a good faith effort to honor its agreements with the complainant. The complainant's financial institution declined payment and the complainant was subsequently notified by email.GoDaddy sent renewal notices prior to the expiration date on:• June 20, 2015 at 4:33 AM MST (30-day domain renewal notice)• July 10, 2015 at 6:21 AM MST (10-day Website Builder renewal notice)• July 15, 2015 at 5:11 AM MST (5-day domain renewal notice)GoDaddy also sent notices after the expiration date on:• July 20, 2015 at 7:15 AM MST (first failed billing notice for Website Builder)• July 21, 2015 at 5:40 AM MST (first failed billing notice for domain registration)• July 25, 2015 at 6:39 AM MST (second failed billing for domain registration)These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. While GoDaddy sent expiration notices before and after the domain’s and Website Builder’s expiration dates via email, GoDaddy simply has no control over what happens to the email notice after it leaves our system or how the complainant's ISP or email client chooses to handle the email once they receive it. Account management is ultimately a customer responsibility.On July 27, 2015, the complainant’s financial institution provided updated payment information via card updater services. GoDaddy participates in card updater services supported by the complainant’s financial institution which may automatically update expired payment methods without the complainant taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced above.On July 30, 2015 the complainant’s Website Builder was renewed for a one-year term per the complainant’s account preferences. Additionally, on August 1, 2015, the complainant’s domain name was automatically renewed for a one-year term per their account preferences.On September 22, 2015, the complainant contacted GoDaddy’s 24/7 customer care center to request a refund for the automatically renewed products. Domains automatically renewed for a one year term are refundable within 45 days of the renewal date. Any unused months of the complainant’s Website Builder product can be refunded to In-Store Credit, available for future purchases with GoDaddy.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception to GoDaddy’s refund policy, we have refunded the full amount of the domain name registration and Website Builder renewals to the complainant’s original payment method, a total of $89.05. Future refunds will be provided in accordance with GoDaddy’s refund policy.EDUCATION:The complainant may find the following information helpful for future reference.Refund Policy:https://www.godaddy.com/help/refund-policy-8849About Credit Card Account Updater Programs:https://www.godaddy.com/help/about-credit-card-account-updater-programs...⇄ Renewals for Products and Services:https://www.godaddy.com/help/managing-renewals-for-products-and-service...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]
[redacted]
All of my databases are still not recovered. While I understand you cover yourself in legal terms burried in your terms of service, it still does not make this good customer service or a decent way to treat your long term customers of ten years when non payment is due to my credit card being compromised due to fraud! And to make things worse, the two Sites that I am most concerned with recovering, one of which is a site I host and manage for Free for a charitable organization are still not recovered. And I work at a tech company. The actual 'work' time of restoring a backup is a matter of minutes, not this big production that requires exorbitant charges. I currently have a ticket still open that I am still waiting to be addressed on these main two sites on one of these hosting plans. See incident ID [redacted] for more information. So at this point, not only are your restore fees ridiculous, and not only is charging them when payment wasnt received due to fraud poor customer service, but I have not received what I've paid for.
Thank you for the opportunity to address the additional concerns presented by our customer. GoDaddy stands by its previous response. GoDaddy provides various promotional offers to our customers however, some products may not be eligible for discounts. Our customer was informed by our support teams the discount they wanted to use was not eligible for use on their auctions purchase. Our customer can reference the original promotional offer for the restrictions and limitations of the offer in question. Lastly, should our customer have any concerns with any auctions purchase or billing concern related to an auctions purchase our customer can contact GoDaddy’s Auctions team directly at [email protected] 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 the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx Our customer...
contacted GoDaddy’s customer care teams and was properly advised that their auction purchase was not eligible for use with the discount code the customer provided. GoDaddy provides various promotional offers to our customers in for purchase of new products and renewals of existing ones. However, some products may not be eligible for discounts. Our customer can reference the original offer as these offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question. Our customer did not process the payment for the domains in which they won via auction within three days. As such GoDaddy’s auctions team processed the payments for all domains won via auctions in accordance with GoDaddy Auctions Agreement which our customer agreed to upon purchasing their auction membership.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. If the customer has any concerns regarding applicable discounts specifically related to domain auctions as well as any additional concerns regarding an auction win processed on their behalf due to an auction win, the customer may contact GoDaddy’s auctions team directly at [email protected] you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant.As previously stated, the domain name for this account was set to a manual renewal setting when it was moved into the account. GoDaddy provides customers with full control over the manual and automatic renewal feature and they may, at any time, log into their account and modify this preference. Account management is a customer responsibility.In addition, the renewal notifications sent to the complainant prior to the domain expiration stated we will be unable to renew the domain on their behalf if the domain is set to manually renew.The domain name has followed its standard life-cycle, expired, and is still currently able to be redeemed by the complainant with the associated redemption fee. The complainant's hosting plan expired on May 27, 2015. They had disabled the automatic renewal associated with their hosting plan, instructing GoDaddy not to renew the service upon expiration. The hosting plan had been active and working as intended. We are unable to provide a refund for the hosting outside of our Refund Policy as this is a separate product from the domain name and can be used without connection to that specific domain name. The complainant may find this additional support article helpful: Recovering Expired Domain Names - https://support.godaddy.com/help/article/5018/recovering-expired-domain-namesTha...⇄ you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260[redacted] Phone[redacted] Fax
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
godaddy claims no responsibility for their weak ssl or their lack of knowledge on how to to fix the problem. I have spent countless hours working on my website only to still have it unproductive. I was making over $2000 a month in ecommerce before they installed my new ssl. My site was secure before the renewed ssl & orders were placed several times a day. Because it was unsecured for a month I have lost customers & income. I had to get a second job to compensate for the loss. Godaddy had me remove all my product photos (that have been on the site all last year) from my paid for business website to make it secure. Im at a loss how they can get away with treating me like this. Ive been using their service since 2009. Im not happy. Im going to contact my attorney and possibly file a law suit.
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 AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 16, 2010, the complainant purchased two .EU domain names, each for a one year term via online transaction. For .EU domain names, these domains expire on the last day of the month in which the domain was registered. For example, if the complainant registered a .EU domain name for one year on July 16, 2010, it would have expired on July 31, 2011. On July 27, 2011, the complainant manually renewed the .EU domains, each for a two year term. This is for the registration term ending July 31, 2013. On August 2, 2013, the complainant redeemed the .EU domain names from their expired status by purchasing a one year renewal of the domains’ registrations, and paying an additional redemption fee for each domain. This is for the registration term ending July 31, 2014. On August 4, 2014, the complainant again redeemed the .EU domain names from their expired status by purchasing a one year renewal of the domains’ registrations, and paying the additional redemption fee. This is for the registration term ending July 31, 2015.Per GoDaddy’s Domain Name Registration agreement, which the complainant acknowledged and agreed to upon conducting business with GoDaddy, certain ccTLDs (Country Code Top Level Domains) such as .EU domains, must be renewed prior to the expiration date of the domain. The renewal date of .EU domains depends on whether the domain names are set to auto-renew or manually renew. There is no grace period for .EU domain names after expiration, as the domains must be redeemed for an additional fee.If our customers enable automatic renewal for their .EU domain name(s), GoDaddy first attempts auto-renewal 10 days prior to the domain name's expiration date. If the renewal attempt fails, we re-attempt renewal five days prior to the domain name's expiration date. If the second attempt fails, we make a final attempt on the domain name's expiration date.On July 21, 2015, per the complainant’s account preferences GoDaddy was instructed to automatically renew the .EU domains and attempted to do so in a good faith effort to honor its agreements with the complainant. The complainant's financial institution declined payment(s). GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant.GoDaddy sent renewal notices prior to the expiration date on:• May 2, 2015• June 1, 2015• July 1, 2015• July 16, 2015GoDaddy also sent notices after the failed automatic renewal attempts on:• July 21, 2015• July 26, 2015• July 31, 2015These notices informed the customer their expiring item(s) were at risk of being canceled unless additional action was taken. Account management is a customer responsibility.On July 31, 2015, the complainant’s agreed and purchased term of domain registrations ended. Later that same day, the complainant contacted GoDaddy’s 24/7 Customer Care Center via online chat to renew the two .EU domain names. As the registry update had occurred for these domains prior to the complainant’s contact with our support team, the domains again lapsed into a redemption status. If a customer is manually renewing a .EU domain name, it is recommended to do so prior to its expiration date to avoid any additional associated redemption fees.The complainant was charged the cost of a one year renewal for each of the .EU domain names, and the respective redemption fees to recover the domains.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy is unable to provide the complainant with their requested refund. The complainant allowed their .EU domain name registrations to expire and lapse into a redemption status multiple times over the lifetime of their customer account due to non-renewal in a timely manner. Account management and renewal of domains is solely a customer responsibility and the complainant agreed to this when they registered domains through GoDaddy. While we make a best effort to partner in our customers’ successes, our customers must also be responsible for their actions or lack thereof.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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. Domains are sold on a first-come, first-served basis. The complainant claims that GoDaddy has "front run" domain names the complainant has attempted to...
register. Domain “front-running” is the act of registering domain names after a registration search is done in an attempt to profit from them. GoDaddy does not and never has participated in domain name “front-running”. We encourage our customers to purchase any available domains they desire at the time they show as available for registration.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.According to the public WHOIS directory, the domain YOKE.COM has been registered since August 28, 1998, and the domain BUGSHOT.COM has been registered since November 28, 2005. The complainant may wish to connect with the current registrants to inquire about possible sale or transfer of the domain.GoDaddy will not transfer either domain to the complainant. We sincerely hope that the complainant can either amicably resolve their concerns with the current registrants or find another, unregistered domain name that is suitable for their purposes.EDUCATION:The complainant may also find these GoDaddy support articles useful:What is Domain Buy Service? -https://www.godaddy.com/help/what-is-domain-buy-service-1699Domain Buy Service: A Buyer's Roadmap -https://www.godaddy.com/help/domain-buy-service-a-buyers-roadmap-5686Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.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 September 25, 2016, our customer purchased a domain name transfer via an online...
transaction. The transfer order was for a domain they were purchasing from a third party via GoDaddy’s auction platform. The funds paid to GoDaddy were for the transfer of the domain, not the domain itself. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy will refund the fees paid for the domain transfer, though we will need our customer to cancel the transfer order first. Our support staff can assist them with this process and issue a refund once the transfer is canceled within their account. As for the fees referenced in their complaint, GoDaddy is unable to address their concerns, as these fees are neither charged by nor paid to GoDaddy.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
while I did, in fact, read the ToS prior to even purchasing my domain and hosting, I also did change my settings to ensure there would not be automatic renewal. I am glad I was able to get a refund on the hosting as that was the larger payment, HOWEVER, during my phone call on the 3rd to get that refund, I was specifically told that my domain would not be renewing. And when it renewed anyway, I contacted GoDaddy within two days of the charge - so I was not outside of the supposed 45 days, even from the first call for incorrect billing. I do not believe it is impossible to refund a charge just made, as I am very familiar with PayPal and how it functions. Denying that refund is a personal company choice, not something PayPal does not allow.
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• Universal Terms of Service Agreement• Auctions Membership Agreement• Domain Name Registration Agreement• Hosting Agreement• Workspace Service AgreementThe latest version of these agreements can be found at: [redacted]On May 8, 2009, the complainant purchased a domain backorder via online purchase in their customer account. Included in this purchase was a one year membership to GoDaddy’s auction site at no charge. Per the complainant’s account preferences, this membership automatically renewed yearly on the renewal date between years 2010 to 2012. The complainant manually renewed this product with a GoDaddy customer care agent on May 15, 2013, and the product then again automatically renewed per the complainant’s account preferences on May 18, 2014.On May 16, 2009, the complainant purchased GoDaddy’s economy tier Linux shared hosting account for a one year term during an interaction with a GoDaddy customer care agent. This product was manually renewed for one year (prior to the actual expiration of May 16, 2010) on January 13, 2010 during a call with GoDaddy’s customer care. The hosting account subsequently automatically renewed in 2011 for a one year term per the complainant’s account preferences. The complainant then manually renewed the hosting account with assistance from GoDaddy’s customer care on January 18, 2012 and May 15, 2013, each for one year terms. The complainant’s hosting account automatically renewed per their account preferences on May 16, 2014 for a one year term. On May 1, 2015, the complainant manually renewed the hosting account in question for a one year term with assistance from GoDaddy’s customer care.On January 13, 2010 the complainant also registered an Unlimited Email plan for a one year term with assistance from GoDaddy’s customer care. This email plan automatically renewed per the complainant’s account preferences on its renewal date in 2011 for a one year term. On January 18, 2012, the complainant then manually renewed the email plan for a one year term (while concurrently renewing their Linux hosting as outlined above) with assistance from GoDaddy’s customer care. Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the email plan in question on January 13, 2013 and attempted to do so in a Good Faith effort to honor its agreements with the customer. The payment method associated with this product had expired and in turn, GoDaddy was unable to renew the product. As the product was not renewed in a timely manner, it eventually expired and was canceled from the account on February 2, 2013. GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.On February 4, 2013, the complainant then purchased a new email plan for a two year term with assistance from GoDaddy’s customer care. Per our customer's account preferences, GoDaddy was instructed to automatically renew the email plan in question on February 4, 2015 and attempted to do so in a Good Faith effort to honor its agreements with the customer. The payment method associated with this product had expired, and again GoDaddy was unable to renew the product. Again, GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.When products are purchased our customers have the option to select the length of term, and GoDaddy will send out email notifications prior to the renewal of these products. We also provide the option to automatically renew products on behalf of our customers to help ensure their products stay active. We also provide receipts from any transactions made in the account in addition to providing a list of active products in the account and their subsequent renewal dates for reference at any time when a customer logs into their account. Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy provides customers with full control over the automatic renewal settings within their account. GoDaddy also sent the complainant email notifications of the pending renewals prior to attempting renewal actions as directed by the complainant.While the complainant’s domains are registered through 2019 and 2020 as they have stated, these domains are separate products from the complainant’s hosting and email plans. The complainant has purchased a new email plan, and has also renewed their shared hosting account, each for one year terms. Typically GoDaddy can attempt to restore emails for our customers in the case of a canceled email account; however the backups that GoDaddy restores from are only available for 14 rolling calendar days. As the complainant’s email plan was canceled on February 24, 2015, no backups would be available, other than any the complainant may have independently saved. GoDaddy’s email accounts are not intended for archival purposes.EDUCATION:The complainant may wish to use a third-party email client as a possible method to independently back up their emails.The following support articles may be helpful to the complainant:Email Client Tutorials:[redacted]Kindest Regards,[redacted] [redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Direct Affiliate Program AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 4, 2014 the complainant had sent an inquiry to our support teams regarding outstanding commissions earned from participating in the GoDaddy Direct Affiliate Program. The complainant was instructed to contact the proper team within our organization to properly assist, which is [redacted]@godaddy.com.On December 17, 2014 and December 18, 2014 the complainant contacted our Direct Affiliate team with their inquiry regarding commissions earned. In order to facilitate the final payment of commissions earned in the GoDaddy Direct Affiliate Program, the complainant was instructed to update their payee account on record with us and was provided instructions to do so. Once that process had been completed, the applicable payment may then be issued. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Our Direct Affiliate team has been in contact with the complainant. Once the complainant updates their payee information using the instructions that had been provided to them, our Direct Affiliate team may expedite the payment of applicable commissions. Any additional questions or concerns regarding this matter may by submitted by the complainant directly to [redacted]@godaddy.com. Education:What is the GoDaddy Direct Affiliate Program? –https://support.godaddy.com/help/article/4627Earning Commission as a GoDaddy Direct Affiliate –https://support.godaddy.com/help/article/6045Setting up Your Affiliate Account’s Payee Method –https://support.godaddy.com/help/article/6055Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant
Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and the GoDaddy account in question to which we would like to present the following.
Prior to the purchase of products and services our customer acknowledged...
the following agreements:
• Universal Terms of Service Agreement
• Domain Name Registration Agreement
• Domain Name Proxy Agreement
The latest version of this agreement and other legal agreements may be found at: [redacted]
On December 11, 2009 our customer purchased a domain name transfer for the domain in question via an online transaction. During the same transaction, the customer added our premium Protected Registration service. One of the features of Protected Registration is to protect against the cancellation/expiration of the domain name. Domain names which have this service cannot be canceled 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 December 30, 2014, our customer submitted a request to have Protected Registration removed from their domain. Our support staff responded with a request for documentation proving ownership of the domain based on the information provided to us by the customer when the service was established. The customer had full control over their Registrant and Organization (business) information at the previous registrar that subsequently carried over to GoDaddy during the transfer. It is a Registrants’ (customer) responsibility to ensure accuracy of their data.
Resolution:
GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.
The Protected Registration service functioned as advertised; keeping the domain from being canceled without proof of identification.
Additionally, our Protected Registration includes privacy service through an affiliate company, [redacted]® ([redacted]). ([redacted]).
Private registration shields a domain owner’s personal contact information within the public Whois directory by listing [redacted]'s name, mailing address, and phone number instead of the customer’s personal contact information. It appears this may be what our customer is referring to with their claim that GoDaddy entered fictitious information within their account. GoDaddy does not arbitrarily add or make changes to personal information within customer accounts. Our request for documentation was based solely on the information provided to us by the customer from within their account.
Our customer has completed the process of removing the Protected Registration service from their domain name. They may now cancel the domain name registration from within their account.
Education:
The following GoDaddy Support article will be helpful to our customer in canceling any unwanted product:
Canceling Products
[redacted]
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.
Kindest Regards
[redacted] Office of the CEO - GoDaddy
[redacted]
[redacted] ###-###-#### Phone
###-###-#### Fax
Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx GoDaddy...
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 May 28, 2014, May 28, 2015, and June 1, 2016, our customer’s financial institution provided GoDaddy with updated information for the payment method associated to the services in question.Per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question and did so following our receipt of the updated credit card information in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to expiration for each service term, most recently on:• April 20, 2016• May 5, 2016• May 15, 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.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We have no record of our customer contacting support staff to request cancellation of services and deactivation of their account. Our customer will need to do so in order to ensure no future billing occurs within their account with us. We also 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,Stephen J[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 Agreement• Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn November 18, 2014, the complainant purchased a cPanel hosting plan for a 1-year term. This is for the period ending November 18, 2015. The hosting plan includes free email services which the complainant had opted to use. On November 18, 2015; per the complainant’s account preferences, GoDaddy was instructed to automatically renew the hosting service and attempted to do so in a good faith effort to honor its agreements with the complainant however, their financial institution declined payment. GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant. Contrary to the complainant's understanding, the only payment made to GoDaddy for the hosting service in question was the initial purchase on November 18, 2014. On December 8, 2015; their hosting services, including email, was canceled due to non-payment. Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy has not changed the complainant’s password for their email. Their email services were canceled when the hosting was canceled due to non-payment. If the complainant wishes to setup their email again, they will need to purchase a new email plan or purchase a new hosting plan that includes email services. Should the complainant require assistance in purchasing any GoDaddy services, they may contact GoDaddy’s 24 Hour Customer Care Center at (480) 505-8877.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
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 30, 2017, per our customer’s account preferences, GoDaddy was instructed to...
automatically renew seven of our customer’s domains for a two-year term, and did so in good faith to honor agreements with our customer. GoDaddy sent renewal notices prior to the expiration date, including on July 25, and August 24, 2017. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.On September 12, 2017, our customer called our Customer Care team requesting a refund for four of these domain renewals. They were properly informed that domains automatically renewed for multiple years must be canceled within 5 days of renewal to be refund eligible.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy acts as a broker of sorts when acquiring or renewing domain names for customers, paying the registry for registrations or renewals. GoDaddy only has a limited time in which we can request a refund as well, which is part of the basis of our Refund Policy, found here: [redacted]We also 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,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 July 20, 2016, our customer purchased GoDaddy’s Domain Buy Service...
for the domain in question during an online transaction. This service enlists GoDaddy's Domain Buy Agents to attempt to contact a current domain name registrant and attempt to negotiate a sale of the domain name registration. On that same date our customer submitted a minimum/maximum offer for the domain. GoDaddy’s Domain Buy team reached out to the current owner of the domain name in an attempt to assist in brokering a sale between the two parties. GoDaddy has continued to reach out to the owner of domain in question but has not received a reply. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. GoDaddy’s Domain Buy team has reached out to our customer and provided them an update on our attempts to broker a sale of the domain for them. Thank you again for the opportunity to address the concerns presented by our customer. Kind regards, Ken C[redacted] Office of the CEO- GoDaddy
Thank you for the opportunity to address our customer’s additional concerns. GoDaddy stands by its previous response. While GoDaddy sent notice to our customer via email before the service's expiration date and subsequent renewal, GoDaddy simply has no control over what happens to the email notice after it leaves our system or how our customer's ISP or email client chooses to handle the email once they receive it.Furthermore, GoDaddy provides its customers with full control over renewal preferences and customers may, at any time, log into their account and modify those preferences. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address 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• Website Builder Service Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 20, 2014 the complainant purchased GoDaddy’s Website Builder and a domain name registration, each for a one-year term, via an online transaction. This was for the period ending July 20, 2015.On July 20 and July 21, 2015 respectively, per the complainant's account preferences, GoDaddy was instructed to automatically renew the Website Builder and domain name upon expiration and attempted to do so in a good faith effort to honor its agreements with the complainant. The complainant's financial institution declined payment and the complainant was subsequently notified by email.GoDaddy sent renewal notices prior to the expiration date on:• June 20, 2015 at 4:33 AM MST (30-day domain renewal notice)• July 10, 2015 at 6:21 AM MST (10-day Website Builder renewal notice)• July 15, 2015 at 5:11 AM MST (5-day domain renewal notice)GoDaddy also sent notices after the expiration date on:• July 20, 2015 at 7:15 AM MST (first failed billing notice for Website Builder)• July 21, 2015 at 5:40 AM MST (first failed billing notice for domain registration)• July 25, 2015 at 6:39 AM MST (second failed billing for domain registration)These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. While GoDaddy sent expiration notices before and after the domain’s and Website Builder’s expiration dates via email, GoDaddy simply has no control over what happens to the email notice after it leaves our system or how the complainant's ISP or email client chooses to handle the email once they receive it. Account management is ultimately a customer responsibility.On July 27, 2015, the complainant’s financial institution provided updated payment information via card updater services. GoDaddy participates in card updater services supported by the complainant’s financial institution which may automatically update expired payment methods without the complainant taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced above.On July 30, 2015 the complainant’s Website Builder was renewed for a one-year term per the complainant’s account preferences. Additionally, on August 1, 2015, the complainant’s domain name was automatically renewed for a one-year term per their account preferences.On September 22, 2015, the complainant contacted GoDaddy’s 24/7 customer care center to request a refund for the automatically renewed products. Domains automatically renewed for a one year term are refundable within 45 days of the renewal date. Any unused months of the complainant’s Website Builder product can be refunded to In-Store Credit, available for future purchases with GoDaddy.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception to GoDaddy’s refund policy, we have refunded the full amount of the domain name registration and Website Builder renewals to the complainant’s original payment method, a total of $89.05. Future refunds will be provided in accordance with GoDaddy’s refund policy.EDUCATION:The complainant may find the following information helpful for future reference.Refund Policy:https://www.godaddy.com/help/refund-policy-8849About Credit Card Account Updater Programs:https://www.godaddy.com/help/about-credit-card-account-updater-programs...⇄ Renewals for Products and Services:https://www.godaddy.com/help/managing-renewals-for-products-and-service...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]
[redacted]
All of my databases are still not recovered. While I understand you cover yourself in legal terms burried in your terms of service, it still does not make this good customer service or a decent way to treat your long term customers of ten years when non payment is due to my credit card being compromised due to fraud! And to make things worse, the two Sites that I am most concerned with recovering, one of which is a site I host and manage for Free for a charitable organization are still not recovered. And I work at a tech company. The actual 'work' time of restoring a backup is a matter of minutes, not this big production that requires exorbitant charges. I currently have a ticket still open that I am still waiting to be addressed on these main two sites on one of these hosting plans. See incident ID [redacted] for more information. So at this point, not only are your restore fees ridiculous, and not only is charging them when payment wasnt received due to fraud poor customer service, but I have not received what I've paid for.
Thank you for the opportunity to address the additional concerns presented by our customer. GoDaddy stands by its previous response. GoDaddy provides various promotional offers to our customers however, some products may not be eligible for discounts. Our customer was informed by our support teams the discount they wanted to use was not eligible for use on their auctions purchase. Our customer can reference the original promotional offer for the restrictions and limitations of the offer in question. Lastly, should our customer have any concerns with any auctions purchase or billing concern related to an auctions purchase our customer can contact GoDaddy’s Auctions team directly at [email protected] you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO – GoDaddy