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:* Universal Terms of Service Agreement* Online Bookkeeping Service Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 28, 2013, the complainant created a free account with Outright, a GoDaddy company, for online bookkeeping purposes.On January 29, 2015, the complainant attempted to upgrade their free Outright account to a GoDaddy Online Bookkeeping account via an online transaction for a one month term. However, the complainant instead purchased a new account. Shortly after the original purchase, the complainant properly upgraded their Outright account to a paid Online Bookkeeping account, also for a one month term.Per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question upon expiration and did so in a good faith effort to honor its agreements with the customer.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a gesture of goodwill, we have refunded charges in the amount of $64.74 to the complainant, and have canceled the additional Online Bookkeeping account on their behalf.If the complainant does not wish to continue the other GoDaddy Online Bookkeeping service in their customer account, they will need to disable the automatic renewal settings or cancel the service prior to the next renewal date. GoDaddy’s 24/7 Customer Care Center can assist the complainant if they are experiencing issues accessing their customer account.EDUCATION:The complainant may find the following article helpful for future reference: Canceling Products - https://support.godaddy.com/help/article/7468/canceling-products Refund Policy -https://support.godaddy.com/help/article/8849/refund-policyManaging Renewals for Products and Services -https://support.godaddy.com/help/article/725/managing-renewals-for-products-and...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest regards,[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address 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 February 2, 2016 our customer purchased a Deluxe Linux cPanel hosting plan...
for a three year term with a customer care representative via phone.On February 7, 2017, our customer called GoDaddy’s customer care to request a refund for the unused term on this hosting plan. GoDaddy’s refund policy provides 30 days to request a refund for most products purchased in yearly terms, such as hosting accounts. This typically allows customers to try out a product and determine whether or not it will meet their needs.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We have attempted to reach our customer to discuss their concerns, but were only able to leave a message. As a one-time exception to our refund policy, we will provide a courtesy refund of the unused two years of service as In-Store Credit, available for use with future purchases, provided our customer cancels the hosting plan by February 13, 2017.Once our customer has canceled the hosting plan in question, they may either connect with our office at [email protected] or our 24/7 Billing team at 480-505-8877 for the appropriate refund.Future refunds will be provided in accordance with GoDaddy’s refund policy, which can be viewed at: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address 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.aspxOn January 5, 2016...
our customer purchased a Deluxe Managed WordPress Plan for a one month term. They have since manually renewed this plan on a month by month basis on the following dates: February 5, 2016; March 10, 2016; April 2, 2016. On May 2, 2016 our customer contacted our Customer Care Center via chat to request a 7 day delay in their next required monthly payment. Resolution:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a onetime exception we have provided our customer with one additional month on their hosting plan at no cost. Their next expiration date is June 5, 2016. Our customer will be responsible for the cost of all future renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address 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
Go Daddy, specifically, Sean M[redacted] and I have spent at least 2 hours on the phone on 4/26 and 4/27. I was amazed with the first phone call on 4/26 and comment that Go Daddy has over charged me $500 + and will be refunding those monies. For I was originally told to make my web site mobile there would be a charge of $300. So, I find out that no it is not $300, it is $400 +. I was a little discouraged because of all the previous mishaps. But I thought I might deal with this latter. Today, 4/28, I get a message from Go-Daddy (Jason) to call to update my web site.This has been going on since 1 Feb. And I still do not know that the reason I got the phone call on 4/26 is because of my complaint with the Revdex.com. I asked that question, but never got an answer.
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 April 9, 2012 our customer purchased domain names for a 2-year term, via online transaction. During this...
transaction, our customer added Protected Registration to the domains.Protected Registration is the highest level of domain protection that GoDaddy offers. This premium, add-on service provides private registration and also protects against cancellation, expiration, or transfer of a domain. Domains with this service cannot be cancelled or transferred until the Protected Registration is canceled.On April 10, 2014 and 2016, per the protection service our customer purchased, GoDaddy was instructed to automatically renew the services in question and did so in a good faith effort to honor its agreements with our customer.On January 10, 2016 our customer contacted our support team and was properly explained the features of Protected Registration.On October 20, 2016 our customer again contacted our support team and was mis-informed regarding the ability to disable automatic renewal for protected domains.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office has been unsuccessful in connecting with our customer by phone to discuss their concerns.The Protected Registration service functioned as advertised. It is not possible to disable automatic renewal for this service. This is an intended feature. If our customer would like to cancel the Protected Registration services, they may find the following article helpful:Cancel Protected Registration -[redacted]Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Jesse W[redacted]Office of the CEO - GoDaddy
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.
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.
Thank you for the opportunity to address our customer’s additional concerns. We stand by our original statement. When our customer purchased their domain names, they agreed to our terms of service which advises domain names set to automatically renew may renew for the original duration of time.GoDaddy is unable to refund our customer for the additional year as domain terms cannot be modified once the renewal has been processed.We appreciate our customer’s candid feedback and have shared it with the appropriate parties in our organization. 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
Revdex.com:While I welcome godaddy's action of refunding me the charged amount, I am disappointed to view godaddy's response text and their unwillingness to accept the fact that they did not provide the level of service they promised. I have been using [redacted] operating system for over 20 years and I know how to check how much disk space is left. Like I explained in my original complaint, when the issue happened, I checked the disk space. I used 56G and the available disk space shown was zero. Actually, even godaddy's customer service people acknowledged that the issue was with them and told me that the disk that hosted my virtual server ran out of space, and that was why my virtual server could not get any more disk space although it was entitled to. Please feel free to go listen to the customer service tape. Also, after I was told that the issue was resolved and that I have the disk space now, I used the same command to check disk space and verified that the disk space was indeed made available. So, my command to check disk space was correct. I suggest that godaddy be honest about what happened and accept responsibility. If they don't even accept the fact that their service had an issue, how can we expect them to correct the issue and become a better business? On the ground of being honest about what happened and be responsible to people who will be using this complaint as a reference, I cannot accept Godaddy's response. At this point, since Godaddy has already refunded me the charged amount, all we need from Godaddy is an apology to resolve this issue. Regards,[redacted]
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
The latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx
On September 19, 2013, our customer purchased a domain name for 1 year.
Per our customer’s account preferences, GoDaddy was instructed to automatically renew their domain and did so on September 20, 2014, in a good faith effort to honor its agreements with the customer. GoDaddy provides customers full control over the automatic renewal feature from within their account. Account management is a customer responsibility.
GoDaddy sent renewal notices prior to the expiration date on:
• June 21, 2014• July 21, 2014• August 20, 2014• September 4, 2014• September 14, 2014
Our customer was also sent confirmation of the transaction on September 20, 2014.
The customer did not contact GoDaddy support staff regarding the renewal of their domain until January 16, 2015.
Resolution:
GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.
When a domain name is renewed, GoDaddy as a registrar must provide payment to the registry for the domain and we have a limited timeframe to be able to recover the funds. In our customer’s case, they had 45 days from September 19, 2014 to cancel the domain and request a refund. As their refund request was well outside the allowed timeframe, we are unable to absorb the cost of the domain name renewal.
Should our customer still wish to cancel their GoDaddy account, they will need to ensure that all products have been canceled and payment methods are removed from within their account. Once they have done so, they may contact our 24/7 support staff to request deactivation of their account.
Education:
The customer might find the following articles useful.
Canceling Productshttp://support.godaddy.com/help/article/7468
Managing Your Email Contact & Language Preferenceshttps://support.godaddy.com/help/article/6524
Managing Payment Methodshttp://support.godaddy.com/help/article/4487
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]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We 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
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]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Dispute Resolution 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
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
Thank you for the opportunity to address our customer’s additional concerns. There was no SSL whose cancellation affected the website in question. There can be no website without its corresponding domain name. When our customer's domain was canceled to fulfill their refund request, the website subsequently was taken off line. If our customer would like to re-instate their website, they will need to connect with our care teams to redeem the domain name.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
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
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:* Universal Terms of Service Agreement* Online Bookkeeping Service Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 28, 2013, the complainant created a free account with Outright, a GoDaddy company, for online bookkeeping purposes.On January 29, 2015, the complainant attempted to upgrade their free Outright account to a GoDaddy Online Bookkeeping account via an online transaction for a one month term. However, the complainant instead purchased a new account. Shortly after the original purchase, the complainant properly upgraded their Outright account to a paid Online Bookkeeping account, also for a one month term.Per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question upon expiration and did so in a good faith effort to honor its agreements with the customer.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a gesture of goodwill, we have refunded charges in the amount of $64.74 to the complainant, and have canceled the additional Online Bookkeeping account on their behalf.If the complainant does not wish to continue the other GoDaddy Online Bookkeeping service in their customer account, they will need to disable the automatic renewal settings or cancel the service prior to the next renewal date. GoDaddy’s 24/7 Customer Care Center can assist the complainant if they are experiencing issues accessing their customer account.EDUCATION:The complainant may find the following article helpful for future reference: Canceling Products - https://support.godaddy.com/help/article/7468/canceling-products Refund Policy -https://support.godaddy.com/help/article/8849/refund-policyManaging Renewals for Products and Services -https://support.godaddy.com/help/article/725/managing-renewals-for-products-and...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest regards,[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address 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 February 2, 2016 our customer purchased a Deluxe Linux cPanel hosting plan...
for a three year term with a customer care representative via phone.On February 7, 2017, our customer called GoDaddy’s customer care to request a refund for the unused term on this hosting plan. GoDaddy’s refund policy provides 30 days to request a refund for most products purchased in yearly terms, such as hosting accounts. This typically allows customers to try out a product and determine whether or not it will meet their needs.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We have attempted to reach our customer to discuss their concerns, but were only able to leave a message. As a one-time exception to our refund policy, we will provide a courtesy refund of the unused two years of service as In-Store Credit, available for use with future purchases, provided our customer cancels the hosting plan by February 13, 2017.Once our customer has canceled the hosting plan in question, they may either connect with our office at [email protected] or our 24/7 Billing team at 480-505-8877 for the appropriate refund.Future refunds will be provided in accordance with GoDaddy’s refund policy, which can be viewed at: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address 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.aspxOn January 5, 2016...
our customer purchased a Deluxe Managed WordPress Plan for a one month term. They have since manually renewed this plan on a month by month basis on the following dates: February 5, 2016; March 10, 2016; April 2, 2016. On May 2, 2016 our customer contacted our Customer Care Center via chat to request a 7 day delay in their next required monthly payment. Resolution:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a onetime exception we have provided our customer with one additional month on their hosting plan at no cost. Their next expiration date is June 5, 2016. Our customer will be responsible for the cost of all future renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
I was not properly notified of the debits that where going to be taken from my atm/bebit card.
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
Go Daddy, specifically, Sean M[redacted] and I have spent at least 2 hours on the phone on 4/26 and 4/27. I was amazed with the first phone call on 4/26 and comment that Go Daddy has over charged me $500 + and will be refunding those monies. For I was originally told to make my web site mobile there would be a charge of $300. So, I find out that no it is not $300, it is $400 +. I was a little discouraged because of all the previous mishaps. But I thought I might deal with this latter. Today, 4/28, I get a message from Go-Daddy (Jason) to call to update my web site.This has been going on since 1 Feb. And I still do not know that the reason I got the phone call on 4/26 is because of my complaint with the Revdex.com. I asked that question, but never got an answer.
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 April 9, 2012 our customer purchased domain names for a 2-year term, via online transaction. During this...
transaction, our customer added Protected Registration to the domains.Protected Registration is the highest level of domain protection that GoDaddy offers. This premium, add-on service provides private registration and also protects against cancellation, expiration, or transfer of a domain. Domains with this service cannot be cancelled or transferred until the Protected Registration is canceled.On April 10, 2014 and 2016, per the protection service our customer purchased, GoDaddy was instructed to automatically renew the services in question and did so in a good faith effort to honor its agreements with our customer.On January 10, 2016 our customer contacted our support team and was properly explained the features of Protected Registration.On October 20, 2016 our customer again contacted our support team and was mis-informed regarding the ability to disable automatic renewal for protected domains.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office has been unsuccessful in connecting with our customer by phone to discuss their concerns.The Protected Registration service functioned as advertised. It is not possible to disable automatic renewal for this service. This is an intended feature. If our customer would like to cancel the Protected Registration services, they may find the following article helpful:Cancel Protected Registration -[redacted]Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Jesse W[redacted]Office of the CEO - GoDaddy
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.
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.
Thank you for the opportunity to address our customer’s additional concerns. We stand by our original statement. When our customer purchased their domain names, they agreed to our terms of service which advises domain names set to automatically renew may renew for the original duration of time.GoDaddy is unable to refund our customer for the additional year as domain terms cannot be modified once the renewal has been processed.We appreciate our customer’s candid feedback and have shared it with the appropriate parties in our organization. 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
Revdex.com:While I welcome godaddy's action of refunding me the charged amount, I am disappointed to view godaddy's response text and their unwillingness to accept the fact that they did not provide the level of service they promised. I have been using [redacted] operating system for over 20 years and I know how to check how much disk space is left. Like I explained in my original complaint, when the issue happened, I checked the disk space. I used 56G and the available disk space shown was zero. Actually, even godaddy's customer service people acknowledged that the issue was with them and told me that the disk that hosted my virtual server ran out of space, and that was why my virtual server could not get any more disk space although it was entitled to. Please feel free to go listen to the customer service tape. Also, after I was told that the issue was resolved and that I have the disk space now, I used the same command to check disk space and verified that the disk space was indeed made available. So, my command to check disk space was correct. I suggest that godaddy be honest about what happened and accept responsibility. If they don't even accept the fact that their service had an issue, how can we expect them to correct the issue and become a better business? On the ground of being honest about what happened and be responsible to people who will be using this complaint as a reference, I cannot accept Godaddy's response. At this point, since Godaddy has already refunded me the charged amount, all we need from Godaddy is an apology to resolve this issue. Regards,[redacted]
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
The latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx
On September 19, 2013, our customer purchased a domain name for 1 year.
Per our customer’s account preferences, GoDaddy was instructed to automatically renew their domain and did so on September 20, 2014, in a good faith effort to honor its agreements with the customer. GoDaddy provides customers full control over the automatic renewal feature from within their account. Account management is a customer responsibility.
GoDaddy sent renewal notices prior to the expiration date on:
• June 21, 2014• July 21, 2014• August 20, 2014• September 4, 2014• September 14, 2014
Our customer was also sent confirmation of the transaction on September 20, 2014.
The customer did not contact GoDaddy support staff regarding the renewal of their domain until January 16, 2015.
Resolution:
GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.
When a domain name is renewed, GoDaddy as a registrar must provide payment to the registry for the domain and we have a limited timeframe to be able to recover the funds. In our customer’s case, they had 45 days from September 19, 2014 to cancel the domain and request a refund. As their refund request was well outside the allowed timeframe, we are unable to absorb the cost of the domain name renewal.
Should our customer still wish to cancel their GoDaddy account, they will need to ensure that all products have been canceled and payment methods are removed from within their account. Once they have done so, they may contact our 24/7 support staff to request deactivation of their account.
Education:
The customer might find the following articles useful.
Canceling Productshttp://support.godaddy.com/help/article/7468
Managing Your Email Contact & Language Preferenceshttps://support.godaddy.com/help/article/6524
Managing Payment Methodshttp://support.godaddy.com/help/article/4487
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]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We 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
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]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Dispute Resolution 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
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
Thank you for the opportunity to address our customer’s additional concerns. There was no SSL whose cancellation affected the website in question. There can be no website without its corresponding domain name. When our customer's domain was canceled to fulfill their refund request, the website subsequently was taken off line. If our customer would like to re-instate their website, they will need to connect with our care teams to redeem the domain name.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
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