Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On April 14,...
2016, our customer purchased a Deluxe Managed WordPress hosting plan for a two-year term with assistance from GoDaddy’s customer care.On May 16, 2016, our customer canceled the hosting plan in question and contacted GoDaddy’s customer care to request a refund. Our customer was correctly informed by GoDaddy’s staff that the product was outside of the refund policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.While the product is non-refundable, as a goodwill gesture, GoDaddy would be willing to add a Deluxe Managed WordPress plan back to our customer’s account for the remaining term of 22 months at no cost, to allow our customer to utilize the hosting with another domain if they choose.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
For several days, the cart said the same thing repeatedly. So of your cart was wrong, your cart has been wrong at least 3 times. The price only changed only after the transaction was completed. How much more scammy can you get than that. If this is how youvare going to do business, feel free to cancel the order and we are going to post everywhere we can and give you a review of an F-. No further communication is necessary.
Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspxOur customer modified the Registrant contact information associated with several domain names. A 60-day lock (“Transfer Prohibition Period”) was expressly acknowledged by our customer when the contact information was updated. GoDaddy takes the security of our customers’ accounts and domain names very seriously. As most domain hijackings occur shortly after a change of registrant is performed on a domain name, GoDaddy’s Change of Registrant Agreement was implemented to help protect our customer from such thefts.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been in contact with our Domain Services team. On March 10, 2016, the transfer lock was removed from the associated domains as a goodwill gesture. Our customer may transfer the domains provided they remain in accordance with the agreements they had acknowledged.Our customer may find the following information useful:Transferring Domain Names to Another Registrar: https://www.godaddy.com/help/transferring-domain-names-to-another-registrar-3560...⇄ you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Ken C[redacted]Office of the CEO – GoDaddy
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
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
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
The coupons in question came from GoDaddy directly. No third parties.The misleading email also came from GoDaddy - why send an email offering a discount on cart contents, along with a list of the contents, yet then claim the coupon is not good for those Contents.These are poor business practices at best, bait and switch, dishonest and misleading.
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]
When I purchased this service I received an email containing my receipt and in small print at the bottom was a link that said I agreed to the so called legal agreement. This agreement was not reviewed with me at all. I submitted my information in a timely matter and after checking back many times, no work was done at all on the website. What I ultimately got was one of their existing web store templates with some of my products added and some poorly formatted pictures slapped on top of it. I could have done a better job, using the same template and building it myself. It was in NO way a custom website. GoDaddy did NOT provide me with a complete website and I definitely didn't approve it. The majority of the work orders were not complete. They couldn't even get a picture right without it being cut off. I was told by a godaddy representative that when they present their design for you to review using a non searchable sub domain, that that is what they refer to as publishing the site...once that happens, they've got you and you cannot get a refund, whether it's done or not. I asked for a refund because after working with these people for 2 months, I still got no website and what they presented was definitely not worth $1874. I also probably lost alot of Christmas business because I got NO website in time for the biggest shopping of the year. I was contacted by the writer of this response. He offered me a $349 refund on the hosting charges for a website that would never published. This was a hidden charge that I was unaware of. When I mentioned that I deserved this refund over and above the $1874 for the website, he said that I didn't. I felt harassed and pressured to accept this offer because some money is better than none but was told by my credit card company NOT to accept it. They also asked that I no longer correspond with this individual.
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
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 the complainant’s concerns. On March 18, 2017, multiple domain name registrations were purchased via online transaction within the associated GoDaddy account utilizing a credit card as payment. The complainant contacted our customer care team on...
March 18, 2017, following the transaction. The complainant declined to provide the information necessary to allow our teams to properly assist them with the transaction in question. RESOLUTION:Our office has attempted to connect with the complainant by phone to discuss their concerns and was unsuccessful. GoDaddy has been notified the complainant disputed the transaction in question with their financial institution in the form of a chargeback. As such, GoDaddy is unable to refund the transaction at this time. The complainant may either allow the chargeback process to complete, or contact their financial institution and stop the dispute, allowing our teams to provide a refund. Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On November 7, 2013 our customer purchased Website Builder for one-year term, which...
has subsequently renewed each year. GoDaddy’s Website Builder is a proprietary, do-it-yourself, template based product to construct a website. On November 7, 2016, per our customer's account preferences, GoDaddy attempted to automatically renew the Website Builder plan in question however, our customer's financial institution declined payments. On November 9, 2016, our customer called in as they were unable to log into their account. Our customer was informed the domain and Website Builder had expired and if not renewed, would incur fees to recover and restore the site. Our customer was not able to follow up to renew their domain, email and hosting until November 29, 2016 and was informed what needed to be paid to restore their products and services. It was our customer’s understanding that the website was also being restored as well during this call but the restore did not occur. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We have followed up with our customer and discussed their concerns. As a goodwill gesture we have waived the restore fee and restored our customer’s site. As our customer was unable to review the restored site, they will need to review it and publish it when they are able to do so using the instructions provided to them.We appreciate our customer’s candid feedback about their interactions and will ensure it is shared with our customer care managers in an effort to identify improvement opportunities.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns.We appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our Customer Care Managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.To address our customer’s concern with the amount of email they receive from GoDaddy, they may wish to remove themselves from all applicable mailing lists within our system by visiting the following link: http://www.godaddy.com/news/unsubscribe.aspxWith regard to GoDaddy SMTP server issues, we have no record within our customer’s GoDaddy account indicating they have ever had an email service established with us nor do we have any record of our customer contacting our Customer Care Center pertaining to an email service.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• Auctions Membership Agreement• Domain Name Appraisal Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant has purchased a number of domain name backorders via online transactions over the lifetime of their customer account. Our domain name backorder service will attempt to acquire a domain name that is already registered if it becomes available for new registration. Additionally, the complainant received Domain Name Monitoring service credits that have been included with purchases of other GoDaddy products. This service notifies the user of changes to a domain name's settings. The complainant claims that the backordering and domain monitor service was not providing domain status updates via email. As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to our customer.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant currently has 15 domain backorder credits in their customer account that have not been utilized to capture domain names. Per GoDaddy’s Refund Policy, domain backorders are refundable to the original payment method if canceled within 45 days of purchase. After 45 days, any applicable refunds would be provided as In-Store Credit, available for future purchases with GoDaddy. As a goodwill gesture, an In-Store Credit of $242.31 has been provided to the complainant, the cost of the remaining unused backorders.As noted above, the complainant has not paid for any domain monitors in this customer account, and the monitor service is therefore non-refundable. Additionally, GoDaddy does not compensate customers for administrative costs they have incurred in managing their own customer accounts, or potential lost revenue. If the complainant wishes to move any active domains to another GoDaddy account, they may do so at any time, however GoDaddy is unable to do move the domains on the complainant’s behalf. Backorders and monitors are not able to be moved between GoDaddy accounts. EDUCATION:The complainant may find the following articles from our help center useful:Refund Policy:https://www.godaddy.com/help/refund-policy-8849Moving a Domain Name Out of Your Account:https://www.godaddy.com/help/moving-a-domain-name-out-of-your-account-82...⇄ Backordering and Monitoring FAQ:https://www.godaddy.com/help/domain-backorder-and-monitoring-faq-576Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
Thank you for the opportunity to address the additional concerns presented by our customer. GoDaddy stands by its previous response. The products in question were explicitly advertised with GoDaddy’s Web-Based Email plans, and were also included on the purchase receipt.Online Storage and Online Calendar, as with most GoDaddy products, are separate products, and may not automatically cancel when another product in the account is removed. GoDaddy attempted to notify our customer proactively via email prior to renewal, and also sent a transaction receipt after the products’ renewal, with both emails sent to the address on file. GoDaddy simply has no control over what happens to the email notices after leaving our system or how the customer's ISP or email client chooses to handle the email. Additionally, if our customer changes their email address we simply have no way of knowing what their new one is unless they inform us by updating their account. Account management and renewal preferences are solely a customer responsibility and our customer agreed to this upon doing business with GoDaddy. While we make a best effort to partner in our customer's success our customer must also be responsible for their actions or lack thereof.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 15, 2017, our customer purchased a Self-Managed Windows Virtual Private...
Server (VPS) for a three-year term with assistance from GoDaddy’s customer care. Self-Managed Servers and Virtual Private Servers are sold with the acknowledgement that the customer or an authorized party have server administration knowledge.On May 18, 2017, our customer contacted GoDaddy’s Customer Care to troubleshoot connection issues with their VPS. After review and testing, GoDaddy’s hosting teams determined there were no blocks via the GoDaddy network causing our customer’s issues.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer may wish to review (or have their server administrator review) incoming connections and incoming packets on the VPS when their connection issues occur. Again, administration of the VPS is the responsibility of the customer or their server administrator. If they are unable or unsure of the steps to do so, they may wish to consider upgrading to a higher level of support, such as Managed or Fully Managed.The following article may be helpful to our customer in outlining GoDaddy’s server features and support:Which features does my Self Managed/Managed/Fully Managed server offer?https://www.godaddy.com/help/which-features-does-my-self-managedmanagedful...⇄ you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx. On June 10, 2016 our customer connected with a customer care representative via...
chat and requested to have their account “deleted”. Our representative confirmed our customer had canceled all products and walked them through the removal of their payment method. The request was passed to a supervisor who in turn deactivated our customer’s account. GoDaddy cannot completely remove a customer account from our system, as we retain and use this information if necessary to comply with legal obligations, resolve disputes, or enforce our agreements. However, once all products and payment methods are removed from an account, the account may be placed in “deactivated” status as discussed in our Privacy Policy here: https://www.godaddy.com/Agreements/Privacy.aspx On August 25, 2016 our customer created a new account and purchased one domain name. That same day an account deactivation was requested for the new account. The domain name was canceled and refunded. On August 27, 2016 our customer again connected with one of our customer care representatives and requested the re-activation of the domain name. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. At this time there are no active products or payment methods within the locked/deactivated account. The new account has no restrictions in place which would prevent our customer from logging in and managing their domain name. Our customer may find the information located at the following link helpful. https://www.godaddy.com/help/i-cannot-log-in-to-my-godaddy-account-19319 Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, Terri H[redacted] Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On October 11, 2016 our customer purchased GoDaddy’s Web Store Design service for a...
one-year term with a customer care representatives via phone. This service enlists GoDaddy’s Professional Web Design team to create a custom website (for a one-time fee), utilizing GoDaddy’s Online Store. Customers must submit information including all images and text for the website to our Professional Web Design team before the site can be built.On December 13, 2016, after multiple interactions, GoDaddy’s Professional Web Design Team provided our customer with a complete website per their specifications. The website was published to a subdomain per their request. On December 27, 2016 our customer called to request a cancellation and refund of their Web Store Design service.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. On December 29, 2016 this office communicated directly with our customer and as an exception to our Refund Policy offered to refund the hosting portion of the Web Store Design service. Our customer has declined this offer and asked that we not communicate with them further.Thank you again for the opportunity to address the concerns presented by our customer.Best regards,John M[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 the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On April 14,...
2016, our customer purchased a Deluxe Managed WordPress hosting plan for a two-year term with assistance from GoDaddy’s customer care.On May 16, 2016, our customer canceled the hosting plan in question and contacted GoDaddy’s customer care to request a refund. Our customer was correctly informed by GoDaddy’s staff that the product was outside of the refund policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.While the product is non-refundable, as a goodwill gesture, GoDaddy would be willing to add a Deluxe Managed WordPress plan back to our customer’s account for the remaining term of 22 months at no cost, to allow our customer to utilize the hosting with another domain if they choose.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
For several days, the cart said the same thing repeatedly. So of your cart was wrong, your cart has been wrong at least 3 times. The price only changed only after the transaction was completed. How much more scammy can you get than that. If this is how youvare going to do business, feel free to cancel the order and we are going to post everywhere we can and give you a review of an F-. No further communication is necessary.
Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspxOur customer modified the Registrant contact information associated with several domain names. A 60-day lock (“Transfer Prohibition Period”) was expressly acknowledged by our customer when the contact information was updated. GoDaddy takes the security of our customers’ accounts and domain names very seriously. As most domain hijackings occur shortly after a change of registrant is performed on a domain name, GoDaddy’s Change of Registrant Agreement was implemented to help protect our customer from such thefts.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been in contact with our Domain Services team. On March 10, 2016, the transfer lock was removed from the associated domains as a goodwill gesture. Our customer may transfer the domains provided they remain in accordance with the agreements they had acknowledged.Our customer may find the following information useful:Transferring Domain Names to Another Registrar: https://www.godaddy.com/help/transferring-domain-names-to-another-registrar-3560...⇄ you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Ken C[redacted]Office of the CEO – GoDaddy
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
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
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
The coupons in question came from GoDaddy directly. No third parties.The misleading email also came from GoDaddy - why send an email offering a discount on cart contents, along with a list of the contents, yet then claim the coupon is not good for those Contents.These are poor business practices at best, bait and switch, dishonest and misleading.
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]
When I purchased this service I received an email containing my receipt and in small print at the bottom was a link that said I agreed to the so called legal agreement. This agreement was not reviewed with me at all. I submitted my information in a timely matter and after checking back many times, no work was done at all on the website. What I ultimately got was one of their existing web store templates with some of my products added and some poorly formatted pictures slapped on top of it. I could have done a better job, using the same template and building it myself. It was in NO way a custom website. GoDaddy did NOT provide me with a complete website and I definitely didn't approve it. The majority of the work orders were not complete. They couldn't even get a picture right without it being cut off. I was told by a godaddy representative that when they present their design for you to review using a non searchable sub domain, that that is what they refer to as publishing the site...once that happens, they've got you and you cannot get a refund, whether it's done or not. I asked for a refund because after working with these people for 2 months, I still got no website and what they presented was definitely not worth $1874. I also probably lost alot of Christmas business because I got NO website in time for the biggest shopping of the year. I was contacted by the writer of this response. He offered me a $349 refund on the hosting charges for a website that would never published. This was a hidden charge that I was unaware of. When I mentioned that I deserved this refund over and above the $1874 for the website, he said that I didn't. I felt harassed and pressured to accept this offer because some money is better than none but was told by my credit card company NOT to accept it. They also asked that I no longer correspond with this individual.
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
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 the complainant’s concerns. On March 18, 2017, multiple domain name registrations were purchased via online transaction within the associated GoDaddy account utilizing a credit card as payment. The complainant contacted our customer care team on...
March 18, 2017, following the transaction. The complainant declined to provide the information necessary to allow our teams to properly assist them with the transaction in question. RESOLUTION:Our office has attempted to connect with the complainant by phone to discuss their concerns and was unsuccessful. GoDaddy has been notified the complainant disputed the transaction in question with their financial institution in the form of a chargeback. As such, GoDaddy is unable to refund the transaction at this time. The complainant may either allow the chargeback process to complete, or contact their financial institution and stop the dispute, allowing our teams to provide a refund. Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On November 7, 2013 our customer purchased Website Builder for one-year term, which...
has subsequently renewed each year. GoDaddy’s Website Builder is a proprietary, do-it-yourself, template based product to construct a website. On November 7, 2016, per our customer's account preferences, GoDaddy attempted to automatically renew the Website Builder plan in question however, our customer's financial institution declined payments. On November 9, 2016, our customer called in as they were unable to log into their account. Our customer was informed the domain and Website Builder had expired and if not renewed, would incur fees to recover and restore the site. Our customer was not able to follow up to renew their domain, email and hosting until November 29, 2016 and was informed what needed to be paid to restore their products and services. It was our customer’s understanding that the website was also being restored as well during this call but the restore did not occur. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We have followed up with our customer and discussed their concerns. As a goodwill gesture we have waived the restore fee and restored our customer’s site. As our customer was unable to review the restored site, they will need to review it and publish it when they are able to do so using the instructions provided to them.We appreciate our customer’s candid feedback about their interactions and will ensure it is shared with our customer care managers in an effort to identify improvement opportunities.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns.We appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our Customer Care Managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.To address our customer’s concern with the amount of email they receive from GoDaddy, they may wish to remove themselves from all applicable mailing lists within our system by visiting the following link: http://www.godaddy.com/news/unsubscribe.aspxWith regard to GoDaddy SMTP server issues, we have no record within our customer’s GoDaddy account indicating they have ever had an email service established with us nor do we have any record of our customer contacting our Customer Care Center pertaining to an email service.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• Auctions Membership Agreement• Domain Name Appraisal Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant has purchased a number of domain name backorders via online transactions over the lifetime of their customer account. Our domain name backorder service will attempt to acquire a domain name that is already registered if it becomes available for new registration. Additionally, the complainant received Domain Name Monitoring service credits that have been included with purchases of other GoDaddy products. This service notifies the user of changes to a domain name's settings. The complainant claims that the backordering and domain monitor service was not providing domain status updates via email. As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to our customer.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant currently has 15 domain backorder credits in their customer account that have not been utilized to capture domain names. Per GoDaddy’s Refund Policy, domain backorders are refundable to the original payment method if canceled within 45 days of purchase. After 45 days, any applicable refunds would be provided as In-Store Credit, available for future purchases with GoDaddy. As a goodwill gesture, an In-Store Credit of $242.31 has been provided to the complainant, the cost of the remaining unused backorders.As noted above, the complainant has not paid for any domain monitors in this customer account, and the monitor service is therefore non-refundable. Additionally, GoDaddy does not compensate customers for administrative costs they have incurred in managing their own customer accounts, or potential lost revenue. If the complainant wishes to move any active domains to another GoDaddy account, they may do so at any time, however GoDaddy is unable to do move the domains on the complainant’s behalf. Backorders and monitors are not able to be moved between GoDaddy accounts. EDUCATION:The complainant may find the following articles from our help center useful:Refund Policy:https://www.godaddy.com/help/refund-policy-8849Moving a Domain Name Out of Your Account:https://www.godaddy.com/help/moving-a-domain-name-out-of-your-account-82...⇄ Backordering and Monitoring FAQ:https://www.godaddy.com/help/domain-backorder-and-monitoring-faq-576Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
Thank you for the opportunity to address the additional concerns presented by our customer. GoDaddy stands by its previous response. The products in question were explicitly advertised with GoDaddy’s Web-Based Email plans, and were also included on the purchase receipt.Online Storage and Online Calendar, as with most GoDaddy products, are separate products, and may not automatically cancel when another product in the account is removed. GoDaddy attempted to notify our customer proactively via email prior to renewal, and also sent a transaction receipt after the products’ renewal, with both emails sent to the address on file. GoDaddy simply has no control over what happens to the email notices after leaving our system or how the customer's ISP or email client chooses to handle the email. Additionally, if our customer changes their email address we simply have no way of knowing what their new one is unless they inform us by updating their account. Account management and renewal preferences are solely a customer responsibility and our customer agreed to this upon doing business with GoDaddy. While we make a best effort to partner in our customer's success our customer must also be responsible for their actions or lack thereof.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 15, 2017, our customer purchased a Self-Managed Windows Virtual Private...
Server (VPS) for a three-year term with assistance from GoDaddy’s customer care. Self-Managed Servers and Virtual Private Servers are sold with the acknowledgement that the customer or an authorized party have server administration knowledge.On May 18, 2017, our customer contacted GoDaddy’s Customer Care to troubleshoot connection issues with their VPS. After review and testing, GoDaddy’s hosting teams determined there were no blocks via the GoDaddy network causing our customer’s issues.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer may wish to review (or have their server administrator review) incoming connections and incoming packets on the VPS when their connection issues occur. Again, administration of the VPS is the responsibility of the customer or their server administrator. If they are unable or unsure of the steps to do so, they may wish to consider upgrading to a higher level of support, such as Managed or Fully Managed.The following article may be helpful to our customer in outlining GoDaddy’s server features and support:Which features does my Self Managed/Managed/Fully Managed server offer?https://www.godaddy.com/help/which-features-does-my-self-managedmanagedful...⇄ you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx. On June 10, 2016 our customer connected with a customer care representative via...
chat and requested to have their account “deleted”. Our representative confirmed our customer had canceled all products and walked them through the removal of their payment method. The request was passed to a supervisor who in turn deactivated our customer’s account. GoDaddy cannot completely remove a customer account from our system, as we retain and use this information if necessary to comply with legal obligations, resolve disputes, or enforce our agreements. However, once all products and payment methods are removed from an account, the account may be placed in “deactivated” status as discussed in our Privacy Policy here: https://www.godaddy.com/Agreements/Privacy.aspx On August 25, 2016 our customer created a new account and purchased one domain name. That same day an account deactivation was requested for the new account. The domain name was canceled and refunded. On August 27, 2016 our customer again connected with one of our customer care representatives and requested the re-activation of the domain name. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. At this time there are no active products or payment methods within the locked/deactivated account. The new account has no restrictions in place which would prevent our customer from logging in and managing their domain name. Our customer may find the information located at the following link helpful. https://www.godaddy.com/help/i-cannot-log-in-to-my-godaddy-account-19319 Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, Terri H[redacted] Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On October 11, 2016 our customer purchased GoDaddy’s Web Store Design service for a...
one-year term with a customer care representatives via phone. This service enlists GoDaddy’s Professional Web Design team to create a custom website (for a one-time fee), utilizing GoDaddy’s Online Store. Customers must submit information including all images and text for the website to our Professional Web Design team before the site can be built.On December 13, 2016, after multiple interactions, GoDaddy’s Professional Web Design Team provided our customer with a complete website per their specifications. The website was published to a subdomain per their request. On December 27, 2016 our customer called to request a cancellation and refund of their Web Store Design service.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. On December 29, 2016 this office communicated directly with our customer and as an exception to our Refund Policy offered to refund the hosting portion of the Web Store Design service. Our customer has declined this offer and asked that we not communicate with them further.Thank you again for the opportunity to address the concerns presented by our customer.Best regards,John M[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]