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 27, 2016 our customer purchased GoDaddy’s Simple Site Design Service and...
a 2 year term of hosting during an online chat with our customer care center. This service enlists GoDaddy’s Professional Web Design team to create a simple one page website (for a one-time fee), using GoDaddy’s Website Builder product as the hosting of the site. Customers must submit information, including images and text, for the website to our Professional Web Design team before the site can be built.On August 30, 2016 our customer requested to have their site cancelled and refunded. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy’s design team attempted to work with our customer to the best of their ability to satisfy our customer’s design needs. However our customer has requested that we cease our efforts to build their website. In accordance with GoDaddy's Refund Policy we will issue a refund for the GoDaddy’s Simple Site Design Service in the amount of $349.99 USD. This reflects their purchase price less 30%. In addition we will refund $359.76 to cover the cost of our customers hosting. This offer is contingent on our customer cancelling these services by October 31, 2016. If they wish to take advantage of this offer they can reach out to this office via email at [redacted]Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On December 13, 2016, our customer's agreed and purchased term of cPanel hosting...
ended. After our customer's agreed and purchased term ended, GoDaddy provided 10 days of live site service without receiving payment from our customer. When this 10 day period ended, the site was suspended for nonpayment. GoDaddy then held the website data for an additional 10 days before the site content was deleted. In total GoDaddy provided 20 days of service without payment prior to cancellation.When a hosting account is cancelled GoDaddy may retain the data for a limited time. The content is not stored in our customer's account but rather on other servers that GoDaddy uses for disaster recovery, not for customer archival purposes. Per our terms of service (to which our customer agreed) it is our customer's responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. The reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time exception, we will reduce the restore fee to $75. Should our customer wish to accept this offer, they will need to purchase a new cPanel hosting plan and contact our customer care at their earliest convenience.Thank you again for the opportunity to address the 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
fastshoppingcart.com app BUSINESS PLUS option.screenshot 1 my paid for store page offering [redacted] link that does not work as promised. "Due to changes made by [redacted], GoDaddy is no longer able to provide this service?" If this is an acknowledgment to the fact then remove the ads/products/services offering a [redacted] store as a service to gain new customer. https://www.godaddy.com/ecommerce/online-store.aspx ad Screen shot (scroll down for ad) Again Go daddy sold me a service, a deciding factor in me choosing to pay them for a website. By go daddy's admission here that has not been available to the customer for use for over a year now. I bought into go daddy based on a lie and the fact that them knowing that a [redacted] store is not possible and yet the do not remove the sale tacit and faults advertisement(s). My resolution to this was to repair the coding to the [redacted] store ASAP (so I could utilize the payed for offer) "OR" remove the faults advertisement scams. Neither of which were addressed in go daddy's resolution. This is about the slight of hand tactics go daddy uses in acquiring hundreds if not thousands of new customers like me. This company collects customer money under false pretence. https://www.godaddy.com/hosting/website-builder.aspx?isc=gdbbp2228&am...⇄ site page to image 3
Regards,
[redacted]
This statement by godaddy is untrue. They did not offer to sell the malware product until after they said they removed them free of charge. Why would I pay for something that was supposedly done. Ultimately it wasn't a malware issue at all, that was just the first excuse they gave. Then they claimed I had flash issues instead of admitting that the server my website was on was malfunctioning and "dying a slow death" their words. They caused me to spend money on a new template that could not even be loaded on the compromised server. A business without a website is in deep trouble. They cost me a lot of money chasing my tail and losing clients because they did not take care of their equipment properly or own their responsibility for my site not loading. Even when they admitted the problem I had to spend hours doing the work they should have immediately done knowing that my site had been down for so long. Poor poor customer service and management. They duplicated the issue every time I called but did not want to admit fault. I have had their service for 7 years. This is the first time I have had so much trouble dealing with them. I am terribly disappointed in how they handled it all the way around and their refusal to give me a full refund as I have had to pay someone else to do what I already paid them to do. Had I waited for them to migrate my site, it would have taken 45 days. 45 days without a website! In what business is this ok. Apparently responsibility and customer service are not important to them. I will never do business with them again and urge anyone considering using them, not to.
Thank you for the opportunity to address our customer’s additional concerns. We stand by our original response. On April 17 and 18, 2017, our customer contacted us regarding the form mailer on their site not working. Their concerns were escalated for further review. GoDaddy was unable to duplicate the issue our customer was having, as our testing of the form mail function on the server was successful. Following our testing of the server, it was determined that Cloudmark was reporting spam content within our customer's email signature. As previously stated, Cloudmark is a service GoDaddy and many other email providers subscribe to which provides protection against spam, viruses, phishing, and similar threats which affect email. A ticket was raised with Cloudmark for further explanation. On May 1, 2017, Cloudmark responded to our request for further detail, indicating our customer’s website had been compromised. The results of our review were shared with our customer via email on May 2, 2017.During our review, we identified a hosting plan which was purchased and cancelled in January 2017, but never refunded. This account was cancelled within GoDaddy's refund policy and as such, we have issued a refund for the full amount. GoDaddy is unable to issue a refund for the hosting plan in question as it is no longer refund eligible. Additionally, our customer is still hosting a live website on the hosting plan in question within their GoDaddy 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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 18, 2014 during an online transaction the complainant purchased a Business Website Builder plan and Domain Name for a one year term.On April 18, 2015 per the complainant's account preferences, GoDaddy was instructed to automatically renew the Website Builder plan for a one year term and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the expiration date on:• January 18, 2015• February 17, 2015• March 19, 2015• April 3, 2015• April 8, 2015These notices indicated the Website Builder plan would be automatically renewed upon expiration unless action was taken. GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility. Later on April 18, 2015 the complainant contacted our Customer Care team to request a refund of their most recent renewal of Website Builder plan and to cancel the scheduled renewal of the Domain Name in question.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service: specifically, renewing the Website Builder upon expiration in accordance with their account preferences.GoDaddy cannot absorb any fees which the complainant may have incurred with their financial institution. However, GoDaddy has refunded in full the amount of the latest product renewal back to their original payment method. EDUCATION: The complainant might find the following support articles helpful in the future for managing their GoDaddy account:Managing Renewals for Products and Serviceshttps://support.godaddy.com/help/article/725/managing-renewals-for-produ...⇄ Your Account Information:https://support.godaddy.com/help/article/729/managing-your-account-i...⇄ Policyhttps://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Their automatic renewal policy is misleading and should not be legal. There are numerous people who have voiced their concerns regarding this company and these practices. This pattern of complaints demonstrates that their renewal process is not clear and has cheated numerous people out of their money for a service they do not want or use. I explicitly expressed to customer service that I don't want this product and have still been forced to pay. Not to mention my credit card was charged without my explicit consent. I don't think it's right to set a precedent that this policy is acceptable or a fair business practice.
Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by our customer, who acknowledged and agreed to the following upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Hosting AgreementThese agreements can be found...
at https://www.godaddy.com/legal-agreements.aspxOn December 24, 2015 our customer contacted GoDaddy’s customer care following cancellation of multiple hosting plans due to non-payment. After each expiration, GoDaddy notified our customer of the expired services and provided 10 days of service at no cost. GoDaddy then provided an additional 10 days of service in suspended status prior to cancellation due to non-payment. In total, GoDaddy provided 20 days of service to each expired hosting plan without payment prior to cancellation. Our customer was under no obligation to pay a restore fee to recover their site(s), provided they maintained independent backups of their sites. Hosting restores are not a service GoDaddy regularly offers, rather one that GoDaddy may provide in rare occasions when a customer has not backed up their own content. Content restore attempts are not guaranteed; Account management, including data backups, are a customer responsibility.RESOLUTION:GoDaddy upheld its agreements in good faith and honored its terms of service. The restore fee charged is not punitive, rather it helps to offset the expense incurred performing data recovery work. As a goodwill gesture, this fee was reduced from $150 per hosting account to $80 total.It is best practice that customers maintain independent backups of their site data, a responsibility they agree to upon hosting sites with GoDaddy.Our customer may find the following article useful:Back Up Your Website:https://www.godaddy.com/help/back-up-your-website-8480Thank you again for the opportunity to address the concerns presented by our customer.Regards,Ken C[redacted]Office of the CEO – GoDaddy
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for the opportunity to address our customer’s additional concerns.The FTP accounts in question are created by default by the operating system of the shared server which the hosting plan resides and are inherently part of the overall operation of the server. Contrary to our customer's understanding, their shared hosting plan, space set aside for their use on a server shared with other customers, is capable of hosting multiple websites on one plan.As previously stated, GoDaddy does not provide domain "ownership certificates". Domain registrant information, which registrants must keep up-to-date, can be found publicly via any WHOIS lookup. GoDaddy offers private registration as an add-on feature, but does not add it without a customer's permission.As described in our Universal Terms of Service Agreement which had been acknowledged prior to conducting business with GoDaddy, if there are active products in a customer account, there must be at least one valid payment method on file. Our customer may utilize one of the alternate payment methods GoDaddy accepts such as [redacted] or [redacted] if they do not want a credit card on file.Again, GoDaddy replaced email support with live chat in the hopes of giving timelier responses to customer concerns. If our customers have complaints to share, our supervisors are empowered to receive those complaints and share them with the appropriate parties, or work to resolve them for our customers.Finally, while GoDaddy may not be the "cheapest" registrar in the industry on every single price point, we are certainly competitive. Beyond pricing, we work to provide customers a much richer value proposition than our competitors through service and products. Few, if any, of the registrars in our price range provide free, around-the-clock telephone service.Thank you again for the opportunity to address the additional concerns presented by our customer.Regards,Mike L[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. The Virtual Private Server (VPS) service that the complainant originally purchased did not include data backups as part of the service rendered. Data backups were an additional option available to them to purchase at an additional cost, which the complainant did not opt to do. Additionally, as part of the terms of service that the complainant acknowledged and agreed to upon doing business with GoDaddy, they agreed to maintain independent backups of their VPS data.As previously stated, GoDaddy attempted to proactively notify the complainant of their failed billing for the service. Account management and renewal of products is solely a customer responsibility and the complainant agreed to this when they purchased services 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.The complainant has since purchased a new 2 GB Linux Managed VPS, opting to purchase the tier of services that include data backups. Regarding the complainant’s pricing concerns, as with many other businesses GoDaddy reserves the right to potentially increase product pricing as business needs arise. GoDaddy retail and renewal pricing is competitive across the industry, and we also work to provide a much richer value proposition than our competitors through our service.As the complainant has purchased a new VPS plan, they can restore any files they have from independent data backups. If they did not maintain these backups as they agreed to do, they may want to review sites such as https://archive.org/ to determine if they may be able to recover any of their content.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]@GoDaddy.com[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 website made revenue in the Month of February. I was never paid for the month of February. It is one thing if you suspended my account in February telling me I did something wrong... However you did not. Instead " your team " further investigated the matter and came to the conclusion that I WILL receive my commissions earned in February around April 15th as it says in the original incident email YOU sent me. It clearly says that in black & white that you will pay me for my commissions. Not only do I have proof of that email from you guys, I have called your call center & they have told me the same thing. Firstly I was told from a representative that I would receive my commissions Around the 15th of April. I called on that day, and they said it usually takes a few days for it to show up in your account. So I waited.... & I still did not have my money. I called back a few days later, I spoke to another one of your representatives and they told me it was an issue with YOUR accounting department/Bank. The person I spoke to told me she handed it down to your accounting team and that there was nothing left for me to do. " Your money will be in your account in 5-7 business days " Those were her exact words. It is one thing if you suspended my account when the website was making money in February for "violations" which are not even true to begin with. Instead your company multiple times has told me I will receive my commissions. Once through the email which I provided in the original complaint, then again multiple times over the phone with your support team. Why would you send me that email or have your customer services representatives tell me I will receive my commissions? This is completely not fair at all. I have been a loyal customer & a good one at that registering many domain names through your company growing your business. Please I ask of you to honor what your company has said in original email as well as standing behind you representatives that told me I was going to be paid.
Regards,
[redacted]
Thank you for the opportunity to address our customer’s additional concerns. We stand by our previous response. Based on the customer’s original complaint it appears the customer’s contact information was gathered from their WHOIS listing for the domain name. The Internet Corporation of Assigned Names and Numbers ([redacted]) requires accredited registrars like GoDaddy to publish the registrant's contact information, domain creation and expiration dates and other information in the WHOIS listing as soon as a domain is registered. GoDaddy offers private registration services as an add-on service for select domain names via an affiliate company, [redacted]. This service masks the registration information required by [redacted] and replaces it with [redacted]’s information. While GoDaddy does offer private registration services, it does so as an add-on service and at a cost. While other providers may provide this for free, [redacted] is a business with staff and overhead. As such their services cannot be provided at no cost. 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
I would accept a"Terms and Agreements"response from GD if in fact the response were actually true.However they are peppered with varying differences of actual events which occurred. In response to "July 26, 2017."This was not the date of the issue of concern.The issue was not accessing the server via ssh, but accessing the "ROOT" folder via ssh. Which I was NEVER able to do since first purchasing the service. In their agreement which they are referring, I shouldve been able to do this, but was never able to.In response to"August 9, 2017"This is incorrect. The issue occurred when I purchased a third party ssl certificate license in December. It required having the license placed into the "root" directory.I could only place the license into the "user" directory.I never stated I had a problem accessing this until the 3rd time I contacted hosting support.This was after support had tried to adjust whatever permissions the first 2 attempts.They told me during the 3rd support chat my server had been "HACKED".I questioned who other than someone at Godaddy could have possibly"compromised"my server as I had given my password to them on 2 separate occasions to adjust permissions. Then advised me to "Destroy and Rebuild" the server which had a different version of the server software, and rendered my July 27th backup useless.When I asked if they could restore the original software.I had been advised that I would have to pay the fee to have them do anything to the server.So in essence Godaddy did"NOT"follow the "Terms and Agreements" that I had obtained the service for in totality and should,I believe, in"Good Faith"restore my server at no cost. This occurrence has had a significant negative impact on my business and has cost me a great deal of loss of trust from my customers. It makes my business look bad. I think its unfair for such a large hosting company to engage in such low standard practices and feel I should be compensated at the least with restoration of my server.
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:• GoDaddy Universal Terms of Service Agreement• Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn 10/13/2015 our customer purchased a domain name registration and Website Builder plan, each for a 5-year term. Website Builder is a proprietary, template based product to construct a website.On 11/29/2015 our customer contacted our support team to request a refund for the Website Builder plan. In accordance with our Refund Policy; upon cancellation, the remaining time was refunded as In-Store credit, available for future purchases with GoDaddy.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.As a one-time exception amicably resolve this matter, GoDaddy has cashed-out our customer's available In-Store Credit back to their original payment method. Future refunds will be provided only in accordance with our Refund Policy.Education: Our customer might find the following article helpful:Refund Policy:https://my.godaddy.com/help/refund-policy-8849Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,Kajavia R[redacted]Office of the CEO - [email protected][redacted]
[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We stand by our previous response. The complainants Domain Name was in an expired status at the time of transfer and one year was added during the transfer process. Additionally, the complainant has been refunded the cost of that transfer as one time courtesy. Effectively the complainant paid GoDaddy nothing for their Domain Name transfer. GoDaddy cannot continue to absorb the cost of complainant’s Domain Name but should they wish to cancel and relinquish all rights to the Domain Name in question we will refund this most recent renewal as one time exception to our Refund Policy.Thank you 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 the opportunity to address the additional concerns presented by our customer.As previously stated, GoDaddy renewed the service upon expiration in accordance with our customer's account preferences. GoDaddy notified our customer prior to the product expiration. GoDaddy also sent transaction details after the renewal was processed. GoDaddy provides customers full control of their renewal preferences. Customers may, at any time, log into their account and modify this preference. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof. Account management is a customer responsibility. The renewal transaction is beyond the time period to receive the desired refund. We recommend our customer review their account preferences to avoid any further undesired renewals. Our customer may find the following articles helpful:GoDaddy Refund Policy –https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG...⇄ off Auto Renew -https://www.godaddy.com/help/turn-off-auto-renew-20008Thank you again for the opportunity to address the additional concerns presented by our customer. Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Workspace Service AgreementThe latest version of these agreements can be found at: https://[redacted]/legal-agreements.aspxThe complainant currently utilizes a 1 GB email address on GoDaddy’s Workspace Email servers. This email plan does not support IMAP capabilities, which allows users to sync email usage across multiple devices. If the complainant has used multiple devices, such as a smartphone, PC, and so on, with this email address, it could be likely the email messages in questions could have been downloaded or deleted by one of those devices. GoDaddy maintains internal backups of customer email accounts for 14 rolling calendar days, as the complainant was informed of correctly by GoDaddy’s customer care on both December 13, 2014 and January 21, 2015. GoDaddy’s email service is not intended for archival purposes.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.A 14-day restore request was submitted on January 22, 2015 for the email address in question. If the messages in question were not part of the backups from the 14 days prior to this request, the message may not be recoverable, and the complainant may want to review their own independent backups to determine if they can locate these messages. Account management, including maintaining independent backups, is a customer responsibility.EDUCATION:If the complainant wishes to maintain backups of their email, they can use an email client to do so. The following articles from GoDaddy’s support pages may be helpful to them:Understand the Basics of Email Clients:[redacted]Making Sense of Email Clients: Desktop and Mobile:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards,[redacted]
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. The GoCentral service our customer activated functioned properly and renewed per their account preferences.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. For assistance in cancelling this product instructions can be found in the following link: https://www.godaddy.com/help/delete-products-in-my-godaddy-account-7468Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO – GoDaddy
Thank you for the opportunity to address the complainant’s concerns. Blue Razor has not entered into any agreements with the complainant for the domain in question. While this sounds like an unfortunate incident, it appears that this complaint was not intended for Blue Razor, and as such, the...
complainant may need to file a complaint with the appropriate company. Thank you again for the opportunity to address the concerns presented by the complainant. Kindest regards, Stephen J[redacted]Office of the CEO - Blue Razor
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 27, 2016 our customer purchased GoDaddy’s Simple Site Design Service and...
a 2 year term of hosting during an online chat with our customer care center. This service enlists GoDaddy’s Professional Web Design team to create a simple one page website (for a one-time fee), using GoDaddy’s Website Builder product as the hosting of the site. Customers must submit information, including images and text, for the website to our Professional Web Design team before the site can be built.On August 30, 2016 our customer requested to have their site cancelled and refunded. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy’s design team attempted to work with our customer to the best of their ability to satisfy our customer’s design needs. However our customer has requested that we cease our efforts to build their website. In accordance with GoDaddy's Refund Policy we will issue a refund for the GoDaddy’s Simple Site Design Service in the amount of $349.99 USD. This reflects their purchase price less 30%. In addition we will refund $359.76 to cover the cost of our customers hosting. This offer is contingent on our customer cancelling these services by October 31, 2016. If they wish to take advantage of this offer they can reach out to this office via email at [redacted]Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On December 13, 2016, our customer's agreed and purchased term of cPanel hosting...
ended. After our customer's agreed and purchased term ended, GoDaddy provided 10 days of live site service without receiving payment from our customer. When this 10 day period ended, the site was suspended for nonpayment. GoDaddy then held the website data for an additional 10 days before the site content was deleted. In total GoDaddy provided 20 days of service without payment prior to cancellation.When a hosting account is cancelled GoDaddy may retain the data for a limited time. The content is not stored in our customer's account but rather on other servers that GoDaddy uses for disaster recovery, not for customer archival purposes. Per our terms of service (to which our customer agreed) it is our customer's responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. The reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time exception, we will reduce the restore fee to $75. Should our customer wish to accept this offer, they will need to purchase a new cPanel hosting plan and contact our customer care at their earliest convenience.Thank you again for the opportunity to address the 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
fastshoppingcart.com app BUSINESS PLUS option.screenshot 1 my paid for store page offering [redacted] link that does not work as promised. "Due to changes made by [redacted], GoDaddy is no longer able to provide this service?" If this is an acknowledgment to the fact then remove the ads/products/services offering a [redacted] store as a service to gain new customer. https://www.godaddy.com/ecommerce/online-store.aspx ad Screen shot (scroll down for ad) Again Go daddy sold me a service, a deciding factor in me choosing to pay them for a website. By go daddy's admission here that has not been available to the customer for use for over a year now. I bought into go daddy based on a lie and the fact that them knowing that a [redacted] store is not possible and yet the do not remove the sale tacit and faults advertisement(s). My resolution to this was to repair the coding to the [redacted] store ASAP (so I could utilize the payed for offer) "OR" remove the faults advertisement scams. Neither of which were addressed in go daddy's resolution. This is about the slight of hand tactics go daddy uses in acquiring hundreds if not thousands of new customers like me. This company collects customer money under false pretence. https://www.godaddy.com/hosting/website-builder.aspx?isc=gdbbp2228&am...⇄ site page to image 3
Regards,
[redacted]
This statement by godaddy is untrue. They did not offer to sell the malware product until after they said they removed them free of charge. Why would I pay for something that was supposedly done. Ultimately it wasn't a malware issue at all, that was just the first excuse they gave. Then they claimed I had flash issues instead of admitting that the server my website was on was malfunctioning and "dying a slow death" their words. They caused me to spend money on a new template that could not even be loaded on the compromised server. A business without a website is in deep trouble. They cost me a lot of money chasing my tail and losing clients because they did not take care of their equipment properly or own their responsibility for my site not loading. Even when they admitted the problem I had to spend hours doing the work they should have immediately done knowing that my site had been down for so long. Poor poor customer service and management. They duplicated the issue every time I called but did not want to admit fault. I have had their service for 7 years. This is the first time I have had so much trouble dealing with them. I am terribly disappointed in how they handled it all the way around and their refusal to give me a full refund as I have had to pay someone else to do what I already paid them to do. Had I waited for them to migrate my site, it would have taken 45 days. 45 days without a website! In what business is this ok. Apparently responsibility and customer service are not important to them. I will never do business with them again and urge anyone considering using them, not to.
Thank you for the opportunity to address our customer’s additional concerns. We stand by our original response. On April 17 and 18, 2017, our customer contacted us regarding the form mailer on their site not working. Their concerns were escalated for further review. GoDaddy was unable to duplicate the issue our customer was having, as our testing of the form mail function on the server was successful. Following our testing of the server, it was determined that Cloudmark was reporting spam content within our customer's email signature. As previously stated, Cloudmark is a service GoDaddy and many other email providers subscribe to which provides protection against spam, viruses, phishing, and similar threats which affect email. A ticket was raised with Cloudmark for further explanation. On May 1, 2017, Cloudmark responded to our request for further detail, indicating our customer’s website had been compromised. The results of our review were shared with our customer via email on May 2, 2017.During our review, we identified a hosting plan which was purchased and cancelled in January 2017, but never refunded. This account was cancelled within GoDaddy's refund policy and as such, we have issued a refund for the full amount. GoDaddy is unable to issue a refund for the hosting plan in question as it is no longer refund eligible. Additionally, our customer is still hosting a live website on the hosting plan in question within their GoDaddy 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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 18, 2014 during an online transaction the complainant purchased a Business Website Builder plan and Domain Name for a one year term.On April 18, 2015 per the complainant's account preferences, GoDaddy was instructed to automatically renew the Website Builder plan for a one year term and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the expiration date on:• January 18, 2015• February 17, 2015• March 19, 2015• April 3, 2015• April 8, 2015These notices indicated the Website Builder plan would be automatically renewed upon expiration unless action was taken. GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility. Later on April 18, 2015 the complainant contacted our Customer Care team to request a refund of their most recent renewal of Website Builder plan and to cancel the scheduled renewal of the Domain Name in question.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service: specifically, renewing the Website Builder upon expiration in accordance with their account preferences.GoDaddy cannot absorb any fees which the complainant may have incurred with their financial institution. However, GoDaddy has refunded in full the amount of the latest product renewal back to their original payment method. EDUCATION: The complainant might find the following support articles helpful in the future for managing their GoDaddy account:Managing Renewals for Products and Serviceshttps://support.godaddy.com/help/article/725/managing-renewals-for-produ...⇄ Your Account Information:https://support.godaddy.com/help/article/729/managing-your-account-i...⇄ Policyhttps://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Their automatic renewal policy is misleading and should not be legal. There are numerous people who have voiced their concerns regarding this company and these practices. This pattern of complaints demonstrates that their renewal process is not clear and has cheated numerous people out of their money for a service they do not want or use. I explicitly expressed to customer service that I don't want this product and have still been forced to pay. Not to mention my credit card was charged without my explicit consent. I don't think it's right to set a precedent that this policy is acceptable or a fair business practice.
Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by our customer, who acknowledged and agreed to the following upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Hosting AgreementThese agreements can be found...
at https://www.godaddy.com/legal-agreements.aspxOn December 24, 2015 our customer contacted GoDaddy’s customer care following cancellation of multiple hosting plans due to non-payment. After each expiration, GoDaddy notified our customer of the expired services and provided 10 days of service at no cost. GoDaddy then provided an additional 10 days of service in suspended status prior to cancellation due to non-payment. In total, GoDaddy provided 20 days of service to each expired hosting plan without payment prior to cancellation. Our customer was under no obligation to pay a restore fee to recover their site(s), provided they maintained independent backups of their sites. Hosting restores are not a service GoDaddy regularly offers, rather one that GoDaddy may provide in rare occasions when a customer has not backed up their own content. Content restore attempts are not guaranteed; Account management, including data backups, are a customer responsibility.RESOLUTION:GoDaddy upheld its agreements in good faith and honored its terms of service. The restore fee charged is not punitive, rather it helps to offset the expense incurred performing data recovery work. As a goodwill gesture, this fee was reduced from $150 per hosting account to $80 total.It is best practice that customers maintain independent backups of their site data, a responsibility they agree to upon hosting sites with GoDaddy.Our customer may find the following article useful:Back Up Your Website:https://www.godaddy.com/help/back-up-your-website-8480Thank you again for the opportunity to address the concerns presented by our customer.Regards,Ken C[redacted]Office of the CEO – GoDaddy
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for the opportunity to address our customer’s additional concerns.The FTP accounts in question are created by default by the operating system of the shared server which the hosting plan resides and are inherently part of the overall operation of the server. Contrary to our customer's understanding, their shared hosting plan, space set aside for their use on a server shared with other customers, is capable of hosting multiple websites on one plan.As previously stated, GoDaddy does not provide domain "ownership certificates". Domain registrant information, which registrants must keep up-to-date, can be found publicly via any WHOIS lookup. GoDaddy offers private registration as an add-on feature, but does not add it without a customer's permission.As described in our Universal Terms of Service Agreement which had been acknowledged prior to conducting business with GoDaddy, if there are active products in a customer account, there must be at least one valid payment method on file. Our customer may utilize one of the alternate payment methods GoDaddy accepts such as [redacted] or [redacted] if they do not want a credit card on file.Again, GoDaddy replaced email support with live chat in the hopes of giving timelier responses to customer concerns. If our customers have complaints to share, our supervisors are empowered to receive those complaints and share them with the appropriate parties, or work to resolve them for our customers.Finally, while GoDaddy may not be the "cheapest" registrar in the industry on every single price point, we are certainly competitive. Beyond pricing, we work to provide customers a much richer value proposition than our competitors through service and products. Few, if any, of the registrars in our price range provide free, around-the-clock telephone service.Thank you again for the opportunity to address the additional concerns presented by our customer.Regards,Mike L[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. The Virtual Private Server (VPS) service that the complainant originally purchased did not include data backups as part of the service rendered. Data backups were an additional option available to them to purchase at an additional cost, which the complainant did not opt to do. Additionally, as part of the terms of service that the complainant acknowledged and agreed to upon doing business with GoDaddy, they agreed to maintain independent backups of their VPS data.As previously stated, GoDaddy attempted to proactively notify the complainant of their failed billing for the service. Account management and renewal of products is solely a customer responsibility and the complainant agreed to this when they purchased services 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.The complainant has since purchased a new 2 GB Linux Managed VPS, opting to purchase the tier of services that include data backups. Regarding the complainant’s pricing concerns, as with many other businesses GoDaddy reserves the right to potentially increase product pricing as business needs arise. GoDaddy retail and renewal pricing is competitive across the industry, and we also work to provide a much richer value proposition than our competitors through our service.As the complainant has purchased a new VPS plan, they can restore any files they have from independent data backups. If they did not maintain these backups as they agreed to do, they may want to review sites such as https://archive.org/ to determine if they may be able to recover any of their content.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]@GoDaddy.com[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 website made revenue in the Month of February. I was never paid for the month of February. It is one thing if you suspended my account in February telling me I did something wrong... However you did not. Instead " your team " further investigated the matter and came to the conclusion that I WILL receive my commissions earned in February around April 15th as it says in the original incident email YOU sent me. It clearly says that in black & white that you will pay me for my commissions. Not only do I have proof of that email from you guys, I have called your call center & they have told me the same thing. Firstly I was told from a representative that I would receive my commissions Around the 15th of April. I called on that day, and they said it usually takes a few days for it to show up in your account. So I waited.... & I still did not have my money. I called back a few days later, I spoke to another one of your representatives and they told me it was an issue with YOUR accounting department/Bank. The person I spoke to told me she handed it down to your accounting team and that there was nothing left for me to do. " Your money will be in your account in 5-7 business days " Those were her exact words. It is one thing if you suspended my account when the website was making money in February for "violations" which are not even true to begin with. Instead your company multiple times has told me I will receive my commissions. Once through the email which I provided in the original complaint, then again multiple times over the phone with your support team. Why would you send me that email or have your customer services representatives tell me I will receive my commissions? This is completely not fair at all. I have been a loyal customer & a good one at that registering many domain names through your company growing your business. Please I ask of you to honor what your company has said in original email as well as standing behind you representatives that told me I was going to be paid.
Regards,
[redacted]
Thank you for the opportunity to address our customer’s additional concerns. We stand by our previous response. Based on the customer’s original complaint it appears the customer’s contact information was gathered from their WHOIS listing for the domain name. The Internet Corporation of Assigned Names and Numbers ([redacted]) requires accredited registrars like GoDaddy to publish the registrant's contact information, domain creation and expiration dates and other information in the WHOIS listing as soon as a domain is registered. GoDaddy offers private registration services as an add-on service for select domain names via an affiliate company, [redacted]. This service masks the registration information required by [redacted] and replaces it with [redacted]’s information. While GoDaddy does offer private registration services, it does so as an add-on service and at a cost. While other providers may provide this for free, [redacted] is a business with staff and overhead. As such their services cannot be provided at no cost. 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
I would accept a"Terms and Agreements"response from GD if in fact the response were actually true.However they are peppered with varying differences of actual events which occurred. In response to "July 26, 2017."This was not the date of the issue of concern.The issue was not accessing the server via ssh, but accessing the "ROOT" folder via ssh. Which I was NEVER able to do since first purchasing the service. In their agreement which they are referring, I shouldve been able to do this, but was never able to.In response to"August 9, 2017"This is incorrect. The issue occurred when I purchased a third party ssl certificate license in December. It required having the license placed into the "root" directory.I could only place the license into the "user" directory.I never stated I had a problem accessing this until the 3rd time I contacted hosting support.This was after support had tried to adjust whatever permissions the first 2 attempts.They told me during the 3rd support chat my server had been "HACKED".I questioned who other than someone at Godaddy could have possibly"compromised"my server as I had given my password to them on 2 separate occasions to adjust permissions. Then advised me to "Destroy and Rebuild" the server which had a different version of the server software, and rendered my July 27th backup useless.When I asked if they could restore the original software.I had been advised that I would have to pay the fee to have them do anything to the server.So in essence Godaddy did"NOT"follow the "Terms and Agreements" that I had obtained the service for in totality and should,I believe, in"Good Faith"restore my server at no cost. This occurrence has had a significant negative impact on my business and has cost me a great deal of loss of trust from my customers. It makes my business look bad. I think its unfair for such a large hosting company to engage in such low standard practices and feel I should be compensated at the least with restoration of my server.
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:• GoDaddy Universal Terms of Service Agreement• Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn 10/13/2015 our customer purchased a domain name registration and Website Builder plan, each for a 5-year term. Website Builder is a proprietary, template based product to construct a website.On 11/29/2015 our customer contacted our support team to request a refund for the Website Builder plan. In accordance with our Refund Policy; upon cancellation, the remaining time was refunded as In-Store credit, available for future purchases with GoDaddy.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.As a one-time exception amicably resolve this matter, GoDaddy has cashed-out our customer's available In-Store Credit back to their original payment method. Future refunds will be provided only in accordance with our Refund Policy.Education: Our customer might find the following article helpful:Refund Policy:https://my.godaddy.com/help/refund-policy-8849Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,Kajavia R[redacted]Office of the CEO - [email protected][redacted]
[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We stand by our previous response. The complainants Domain Name was in an expired status at the time of transfer and one year was added during the transfer process. Additionally, the complainant has been refunded the cost of that transfer as one time courtesy. Effectively the complainant paid GoDaddy nothing for their Domain Name transfer. GoDaddy cannot continue to absorb the cost of complainant’s Domain Name but should they wish to cancel and relinquish all rights to the Domain Name in question we will refund this most recent renewal as one time exception to our Refund Policy.Thank you 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 the opportunity to address the additional concerns presented by our customer.As previously stated, GoDaddy renewed the service upon expiration in accordance with our customer's account preferences. GoDaddy notified our customer prior to the product expiration. GoDaddy also sent transaction details after the renewal was processed. GoDaddy provides customers full control of their renewal preferences. Customers may, at any time, log into their account and modify this preference. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof. Account management is a customer responsibility. The renewal transaction is beyond the time period to receive the desired refund. We recommend our customer review their account preferences to avoid any further undesired renewals. Our customer may find the following articles helpful:GoDaddy Refund Policy –https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG...⇄ off Auto Renew -https://www.godaddy.com/help/turn-off-auto-renew-20008Thank you again for the opportunity to address the additional concerns presented by our customer. Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Workspace Service AgreementThe latest version of these agreements can be found at: https://[redacted]/legal-agreements.aspxThe complainant currently utilizes a 1 GB email address on GoDaddy’s Workspace Email servers. This email plan does not support IMAP capabilities, which allows users to sync email usage across multiple devices. If the complainant has used multiple devices, such as a smartphone, PC, and so on, with this email address, it could be likely the email messages in questions could have been downloaded or deleted by one of those devices. GoDaddy maintains internal backups of customer email accounts for 14 rolling calendar days, as the complainant was informed of correctly by GoDaddy’s customer care on both December 13, 2014 and January 21, 2015. GoDaddy’s email service is not intended for archival purposes.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.A 14-day restore request was submitted on January 22, 2015 for the email address in question. If the messages in question were not part of the backups from the 14 days prior to this request, the message may not be recoverable, and the complainant may want to review their own independent backups to determine if they can locate these messages. Account management, including maintaining independent backups, is a customer responsibility.EDUCATION:If the complainant wishes to maintain backups of their email, they can use an email client to do so. The following articles from GoDaddy’s support pages may be helpful to them:Understand the Basics of Email Clients:[redacted]Making Sense of Email Clients: Desktop and Mobile:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards,[redacted]
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. The GoCentral service our customer activated functioned properly and renewed per their account preferences.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. For assistance in cancelling this product instructions can be found in the following link: https://www.godaddy.com/help/delete-products-in-my-godaddy-account-7468Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO – GoDaddy
Thank you for the opportunity to address the complainant’s concerns. Blue Razor has not entered into any agreements with the complainant for the domain in question. While this sounds like an unfortunate incident, it appears that this complaint was not intended for Blue Razor, and as such, the...
complainant may need to file a complaint with the appropriate company. Thank you again for the opportunity to address the concerns presented by the complainant. Kindest regards, Stephen J[redacted]Office of the CEO - Blue Razor