Thank you for the opportunity to address our customer’s additional concerns.As previously stated, the domain name in question automatically renewed in accordance with our customer’s account settings for a three-year term early on the morning of August 18, 2017. A few hours later, our customer contacted our Customer Care team via chat and requested the renewal of the domain name for a one-year term. GoDaddy attempts to partner with its customers, whenever possible, to ensure their successes. As a courtesy, we start sending email renewal notifications 90 days prior to the renewal date of a domain name. These notifications let our customer’s know whether or not a domain will automatically renew and on which date. Our customer is responsible for ensuring unwanted renewals do not take place. GoDaddy also provided order confirmation emails after each transaction took place. If the email address listed on our customer’s account is incorrect, we highly recommend they access their account and ensure all contact information is correct. Our customer may find the information found at the following Support article helpful.Update my GoDaddy account profile[redacted]Also as stated, our office issued a refund for the three-year automatic renewal. Our customer was provided four years of service for the price of one.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO – GoDaddy
Dear Dispute Resolution Consultant,Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed the additional details that have been provided and would like to present the following.We have attempted to connect with the complainant via email with a request to speak with them directly as the information we would require to locate the account in question is too sensitive for email. We have not received a response at this time. Once we are able to contact them by phone, we will work with them to identify the account and address their billing inquiry referenced in their complaint. 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###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the complainant’s additional concerns. On July 21, 2016, GoDaddy’s Domain Services team sent an email to the complainant with several options to demonstrate their contact information should not be associated with the domain name. On August 22, 2016, the complainant sent an email to our Domain Services team explaining why their email address should not be associated with the domain name in question. On August 22, 2016, the domain’s contact information was updated to no longer reflect the complainant’s email address. The complainant should no longer receive notifications intended for the domain’s registrant. Thank you again for the opportunity to address the additional concerns presented by the complainant.Kindest regards,Stephen J[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 [redacted]On September 17 and 18, 2017, our customer activated two separate 30-day trials of...
GoCentral, GoDaddy’s proprietary online website builder. During the trial period, customers can select to renew the product on a yearly or monthly basis. If our customers wish to extend the site monthly, they can purchase a one-month term prior to the expiration of the 30 days. It appears that our customer has utilized one of these trials for their website, renewing per account preferences on a monthly basis. The second GoCentral website builder has also renewed between October 2017 and January 2018 on a monthly basis per our customer’s account preferences. With each renewal, our customer was sent a receipt via email.On January 18, 2018, our customer contacted our Customer Care team to request a refund for the renewals for the second GoCentral plan not related to their active website. While our care team was able to refund the most recent renewal, our customer was correctly informed previous renewals were non-refundable per our Refund Policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a goodwill gesture, we have refunded the additional renewals of the second GoCentral plan, totaling $35.97. Future refunds will be provided in accordance with our Refund Policy: [redacted]Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
I contacted customer service when I was not able to change my renewal to 1 year instead of 3 without adding additional services. Instead of changing the renewal to 1 year, they renewed it for 3 years plus an additional year. At no time did the representative that was helping me remove the additional services mention anything about the 3 year renewal. Even the email notice that I received on a Saturday (non-business day) indicating that my domain was getting ready to renew didn't mention anything about 3 year. It simply stated $14.99/yr. It did not mention 3 years but it did say that some domains are billed 30 days before the renewal date. Less than a week later, I received a renewal receipt, which was the first indication that I had about 3 years and is what I was trying to correct to 1 year when I logged in. I thought I was correcting the 3 year renewal to 1 year and had absolutely no idea that I was being charged for an additional year instead of just one year until I received my credit card bill. Had I not looked at my credit card bill, I would never have known that I had been charged for a total of 4 years instead of 1.At best, GoDaddy materially misrepresented the renewal term and fee and intentionally deceived me by failing to provide the term and total fee in the initial renewal notice.
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. Unfortunately, the complainant has not provided enough information for us to locate an account to investigate this matter. When we attempted to call the complainant, we received a voice message that...
provided their business hours but we were unable to leave an actual message. As such, we request that the complaint respond with at least one of the following:• GoDaddy account number• Account holder’s name and address• Account holder’s email address on file• The domain name that was renewed• The GoDaddy receipt number for the renewalOnce we have located the complainant’s account, we can thoroughly review the matter and resolve accordingly.Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260
I reject. I did not agree to autorenewal. I was not sent the 2017 Bill or charges. I only discovered charges from 2017, in 2018. Please issue a refund.
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On December 3, 2016, our customer purchased cPanel hosting for one year via an online...
order.On December 4, 2016, our customer purchased an upgrade to increase the resource level on their cPanel hosting service.On March 17, 2017, our customer contacted GoDaddy for the first time regarding issues with their site performance. Our customer was advised the server was working as intended. They were also provided server log information that they could review to see if it contained information related to the performance of their site’s content.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We’ve had the hosting server in question reviewed further for any issues that may exist and have found that the server and all resources are operating as they were designed to. Additionally, we have tested another site our customer has hosted on the same server that was created using the same application as the site referenced in their complaint. This site loaded without issue. We have also confirmed the additional resources paid for by our customer have been allocated to their account. After reviewing their content, if our customer is unable to identify the reasons their content is not performing as expected, GoDaddy does offer an optional diagnostic service where we will attempt to identify opportunities to increase their site’s performance. Our support staff can help with setting up this service.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspxOn January 2, 2016 our customer’s hosting plan expired. Per their account preferences, GoDaddy was instructed to not automatically renew the service and honored its agreements with our customer. Account management is a customer responsibility.After expiration, GoDaddy provided 20 days of hosting service without payment prior to cancellation due to non-payment on January 22, 2016. Our customer contacted our support team on January 31, 2016 to request reinstatement.GoDaddy charges $150 fee per website to restore data on occasions where a customer has not backed up their own content. Hosting restores are not a service GoDaddy offers and are not guaranteed. Restore fees are not punitive; rather, it helps offset expense incurred performing data recovery work. Customers are not obligated to pay a restore fee provided they maintained their own independent backups; a responsibility agreed to upon hosting sites with GoDaddy. As a goodwill gesture, GoDaddy’s support teams reduced the restore fee to $79.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. GoDaddy was unable to restore the customer’s website and the restore fee was refunded in full. Our customer should utilize any backups they may have to restore the site. If they did not maintain backups, our customer may want to visit archival sites such as http://archive.org to determine if any content may be recovered. They may also consider searching their local hard drive for any saved content.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 concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On April 8, 2016, our customer purchased a Basic Managed WordPress hosting plan...
for a 1-year term via online transaction.On April 8, 2017, per our customer’s account preferences, GoDaddy was instructed to automatically renew the hosting service in question for another 1-year term and did so in a good faith effort to honor its agreements with our customer.GoDaddy proactively informed our customer on March 29, 2017 the expiring service would be renewed in accordance with their account settings unless additional action was taken. While GoDaddy sent notice to our customer via email before the service's expiration date and subsequent renewal, GoDaddy simply has no control over what happens to the email notice after it leaves our system or how our customer's ISP or email client chooses to handle the email once they receive it.Furthermore, GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On May 12, 2017, our customer contacted our support teams and was properly informed the service was beyond refund eligibility. GoDaddy’s Refund Policy is publicly available at https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ automatic renewal preference associated with the hosting service has since been disabled. We encourage our customer to review and manage their account settings to prevent further unwanted renewals.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns. Our customer may wish to access their account and review the Order History. The original VPS has been auto-renewing monthly in accordance with their account settings since April 7, 2017. As stated, if this server is no longer needed, they will need to access their account and cancel that server prior to the billing on July 7, 2017.Our customer has been correctly billing for the renewals of the original VPS (our website clearly states” $139.99/mo when you renew”) . They have also been correctly billed for the new VPS purchased. Again, the chosen add on increased the monthly price from $31.99 to $36.98. If our customer does not wish to move forward with the new VPS, they may cancel it for a full refund as long as the server has not been set up. Per our Refund Policy, our customer has 30 days from date of purchase in which to receive a refund of the unused VPS. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following. The complainant acknowledged and agreed to the following agreements upon purchasing their...
GoDaddy Auctions Membership:• GoDaddy Universal Terms of Service Agreement• GoDaddy Auctions Membership Agreement• GoDaddy Domain Registration AgreementThe latest version of these agreements can be found at: [redacted]On May 24 2015, in an online transaction the complainant purchased two different domain names through our GoDaddy Auctions service. A short time after making this purchase, the complainant received a follow up email regarding finalizing the payment for the domain in question. Upon receiving this email, the complainant reached out to our Auctions team indicating this other domain was added to the order fraudulently.Contrary to the complainant’s understanding, the complainant would have added the domain in question to the cart prior to processing. The complainant would have had the chance to remove it from their cart before processing.A bid/offer is a binding contract as stated in the GoDaddy Domain Auction Membership Agreement auction customers accept when purchasing their membership as well as the agreement they checked when confirming their bid for this domain. They are expected to pay for the domain name upon auction close. If a customer does not, their auction membership may be suspended.As the complainant failed to pay for the domain name, their Auctions membership was suspended. This only affected their Auctions membership, not their overall GoDaddy account.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. As a goodwill gesture and a one-time courtesy, our auctions team has waived the administrative fee that would have been required to unsuspended the auctions membershipEDUCATION:The complainant might find the following articles useful: [redacted]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[redacted]
[redacted]
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted]. On August 14, 2017 our customer renewed a one month trial of GoDaddy’s GoCentral...
Business for a one year term during a call to our Customer Care Center. Later that day our customer again contacted our Customer Care Center and requested to retroactively apply a discount they obtained from a third party website RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. GoDaddy provides promotional offers for new products and renewals. These offers have an expiration date and we provide details about this date to customers. We honor valid promotional offers that our customers receive from GoDaddy, and they must be entered prior to completing the transaction. If a valid offer is utilized, our cart adjusts the price accordingly Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, John M[redacted] Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by 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...
[redacted]:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Microsoft Office Terms of Use• Workspace Service Agreement• Website Builder Service Agreement• Online Store/Quick Shopping Cart AgreementThe latest version of these agreements can be found at: [redacted]On May 13, 2015, with the help of one of our chat agents, our customer purchased a Website Builder Business Plus plan that included a free [redacted] Email plan, a free Standard SSL certificate, and a free domain name registration. They also purchased a Premium Online Store which also included a free domain name.We have reviewed the interactions our customer had with our agents and all of the pre-purchase conversations were related to domain availability and sale pricing. There were no discussions about the number of email accounts the customer needed.Regarding the email accounts our customer received free with their purchases, the first was a [redacted] Starter Email plan. This plan provides one inbox, but allows the use of multiple alias accounts. An alias email address is simply another [redacted] email account in disguise. All of the mail that's sent to an alias email address is received in the original [redacted] email's inbox. Aliases are beneficial for people who have a website and want to have an email address for people to contact them ([redacted]), but still want the mail to go to their inbox.For example, if you have your email address set up as [redacted], and then you create the alias [redacted], all the emails from [redacted] would go to your inbox at [redacted]In addition to the [redacted] email plan, our customer’s Website Builder plan also included free Workspace Email plans. However, [redacted] and Workspace Email utilize different mail providers and therefore different MX (Mail Exchanger) records. An MX record is a DNS entry that directs email to the appropriate server for delivery. You cannot set up a domain name to use more than one mail provider at a time and, in this case, the MX record will determine if the email is delivered to the [redacted] email provider or the Workspace Email provider.RESOLUTION:[redacted] has upheld its agreements in good faith with our customer and honored its terms of service.The customer may choose to use the single [redacted] Starter Email plan which came free with their Website Builder or the multiple Workspace Email accounts that also came free with their Website Builder, but not both. Based on the customer’s active email accounts, they may wish to use the [redacted] account along with its aliasing to add the extra email addresses for one of their domain names; and, use the free Workspace Email account for their other domain name, or vice versus. Our 24-hour Customer Care team can work with our customer to identify the best option for their needs and help make any necessary changes.EDUCATION:Managing Email Aliases in Office 365[redacted] Plans[redacted]Add an MX Record[redacted]Workspace Email Help[redacted]For additional help:Our friendly and knowledgeable Customer Care team is standing by to help our customers and can be reached at +[redacted] or by visiting [redacted].com/help for live chat, help articles, and more.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted] Office of the CEO - [redacted]
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On July 1, 2017, our customer purchased multiple domain name registrations via online...
transaction. GoDaddy takes our customers' privacy very seriously. Other than as described in the GoDaddy Privacy Policy, found at https://www.godaddy.com/Agreements/Privacy.aspx, GoDaddy does not provide information to others without our customers' express permission. GoDaddy does not sell lists or aid in the creation of unwanted email or spam.Based on the information our customer provided, it appears their contact information may have been gathered from the WHOIS information for their domain names.Per our registrar agreement with the Internet Corporation for Assigned Names and Numbers (ICANN), contact and registrant information listed for a domain name must be made public in the WHOIS database. As part of GoDaddy’s Domain Name Registration Agreement, customers agree to display certain contact information in the WHOIS.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy offers private registration services as an add-on service for select domain names via an affiliate company, Domains by Proxy. This service masks the registration information required by ICANN and replaces it with Domains by Proxy’s information. Our customer opted to forego this service when they registered their domains.Information on what benefits Private Registration provides and how our customer may add the service to their domains may be viewed at the links below:https://www.godaddy.com/help/private-registration-faq-421https://www.godad...⇄ you again for the opportunity to address the concerns presented by our customer.Regards,Gary 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. GoDaddy offers multiple payment solutions to our Online Store customers so they may collect payments for their products using credit cards. Our customer was under no obligation to choose Stripe as a payment method. Our customer will need to work with Stripe regarding any disputed transactions.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Microsoft Office Terms of UseThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn November 4, 2015, the complainant purchased, via online transaction, a domain name for a one year term, and Microsoft Office 365’s Online Essentials email for a three month term. GoDaddy takes customer security and our commitment to preventing fraud very seriously. Due to uncertainties with the complainant’s transaction, it was flagged for review by our Verification Office, and an email was sent to the email address on file requesting verification of the transaction with proper, legible credentials. Our goal is to reasonably ensure that the owner of the payment method has authorized the transaction(s).RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As all of the information requested by our Verification Office was not received, the account in question has been administratively locked. Additionally, the transaction has been refunded in full to the original payment method, and the domain name registration removed. To unlock the account in question, we encourage the complainant to work with our Verification Office. Upon receipt of all of the requested documentation, the status of the account will be re-evaluated.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Mike L[redacted]Office of the CEO - [email protected][redacted]
Scottsdale, AZ 85260
Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response. Account management and renewal of products and services in a timely manner is solely a customer responsibility and our customer agreed to this when they purchased services through GoDaddy. GoDaddy must rely upon its customers for information that we would otherwise be unaware of, such as the use of a new email address. GoDaddy is unable to contact all its customers via phone should there be a billing matter that may require attention. GoDaddy utilized the information provided by our customer and sent multiple renewal notices to inform them action was required to avoid loss of service. Furthermore, following the 10 days of service GoDaddy provided at no cost following the service expiration, GoDaddy held the website service in a suspended status for another 10 days in an attempt to capture our customer's attention and invoke them to contact our customer care team.As previously stated, Website Builder is a proprietary, do-it-yourself, template based product to construct a website. Customers upload their own content to create their desired website.While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof. We recommend our customer make note of their product expiration dates and maintain independent backups of their website content to avoid future issues.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
HelloGood dayThank you for helping me with this issue with godaddy.However I feel godaddys policy is unfair to consumers who are not IT professionals and purchase their hosting.The process to migrate to their server often takes longer than 48 hours and that is not the fault of the customer who may be using a 3rd party service provider, like in my case.I would like my money back or godaddy should change its policy to be fair to all and not only serve its interest.Also their response that their server met my storage capacity is true, however they never asked me about my resources consumption.I think that is false advertising on their part to offer a product without knowing if it will meet the customers needs or not.I will like godaddy to address these issues.Thank you[redacted]
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed the customer’s complaint to which we would like to present the following. Upon purchase of services, our customer acknowledged and accepted the following agreements: • Universal Terms...
of Service Agreement • Hosting Agreement Copies of the latest version of these agreements may be found at:https://www.godaddy.com/legal-agreements.aspx The email our customer received is part of a phishing scheme and is not a legitimate email from GoDaddy. GoDaddy’s security teams are aware of the issue but we simply cannot proactively predict illegitimate actions from “the bad guys”. We recommend that the customer simply delete the email and do not engage with the sender. They may also want to take any needed steps to ensure their system was not negatively impacted by malware or a virus.RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. EDUCATION: Should the customer receive an email from GoDaddy they are concerned with, the customer may contact our support teams at ###-###-#### or via chat at Support.GoDaddy.com. The following articles may also prove helpful. Email phishing: Think before you linkhttps://garage.godaddy.com/smallbusiness/secure/email-phishing-think-link/ ...⇄ customers: Beware of email phishing attemptshttps://garage.godaddy.com/godaddy/godaddy-customers-beware-email-phishi...⇄ you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone
Thank you for the opportunity to address our customer’s additional concerns.As previously stated, the domain name in question automatically renewed in accordance with our customer’s account settings for a three-year term early on the morning of August 18, 2017. A few hours later, our customer contacted our Customer Care team via chat and requested the renewal of the domain name for a one-year term. GoDaddy attempts to partner with its customers, whenever possible, to ensure their successes. As a courtesy, we start sending email renewal notifications 90 days prior to the renewal date of a domain name. These notifications let our customer’s know whether or not a domain will automatically renew and on which date. Our customer is responsible for ensuring unwanted renewals do not take place. GoDaddy also provided order confirmation emails after each transaction took place. If the email address listed on our customer’s account is incorrect, we highly recommend they access their account and ensure all contact information is correct. Our customer may find the information found at the following Support article helpful.Update my GoDaddy account profile[redacted]Also as stated, our office issued a refund for the three-year automatic renewal. Our customer was provided four years of service for the price of one.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO – GoDaddy
Dear Dispute Resolution Consultant,Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed the additional details that have been provided and would like to present the following.We have attempted to connect with the complainant via email with a request to speak with them directly as the information we would require to locate the account in question is too sensitive for email. We have not received a response at this time. Once we are able to contact them by phone, we will work with them to identify the account and address their billing inquiry referenced in their complaint. 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###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the complainant’s additional concerns. On July 21, 2016, GoDaddy’s Domain Services team sent an email to the complainant with several options to demonstrate their contact information should not be associated with the domain name. On August 22, 2016, the complainant sent an email to our Domain Services team explaining why their email address should not be associated with the domain name in question. On August 22, 2016, the domain’s contact information was updated to no longer reflect the complainant’s email address. The complainant should no longer receive notifications intended for the domain’s registrant. Thank you again for the opportunity to address the additional concerns presented by the complainant.Kindest regards,Stephen J[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 [redacted]On September 17 and 18, 2017, our customer activated two separate 30-day trials of...
GoCentral, GoDaddy’s proprietary online website builder. During the trial period, customers can select to renew the product on a yearly or monthly basis. If our customers wish to extend the site monthly, they can purchase a one-month term prior to the expiration of the 30 days. It appears that our customer has utilized one of these trials for their website, renewing per account preferences on a monthly basis. The second GoCentral website builder has also renewed between October 2017 and January 2018 on a monthly basis per our customer’s account preferences. With each renewal, our customer was sent a receipt via email.On January 18, 2018, our customer contacted our Customer Care team to request a refund for the renewals for the second GoCentral plan not related to their active website. While our care team was able to refund the most recent renewal, our customer was correctly informed previous renewals were non-refundable per our Refund Policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a goodwill gesture, we have refunded the additional renewals of the second GoCentral plan, totaling $35.97. Future refunds will be provided in accordance with our Refund Policy: [redacted]Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
I contacted customer service when I was not able to change my renewal to 1 year instead of 3 without adding additional services. Instead of changing the renewal to 1 year, they renewed it for 3 years plus an additional year. At no time did the representative that was helping me remove the additional services mention anything about the 3 year renewal. Even the email notice that I received on a Saturday (non-business day) indicating that my domain was getting ready to renew didn't mention anything about 3 year. It simply stated $14.99/yr. It did not mention 3 years but it did say that some domains are billed 30 days before the renewal date. Less than a week later, I received a renewal receipt, which was the first indication that I had about 3 years and is what I was trying to correct to 1 year when I logged in. I thought I was correcting the 3 year renewal to 1 year and had absolutely no idea that I was being charged for an additional year instead of just one year until I received my credit card bill. Had I not looked at my credit card bill, I would never have known that I had been charged for a total of 4 years instead of 1.At best, GoDaddy materially misrepresented the renewal term and fee and intentionally deceived me by failing to provide the term and total fee in the initial renewal notice.
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. Unfortunately, the complainant has not provided enough information for us to locate an account to investigate this matter. When we attempted to call the complainant, we received a voice message that...
provided their business hours but we were unable to leave an actual message. As such, we request that the complaint respond with at least one of the following:• GoDaddy account number• Account holder’s name and address• Account holder’s email address on file• The domain name that was renewed• The GoDaddy receipt number for the renewalOnce we have located the complainant’s account, we can thoroughly review the matter and resolve accordingly.Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260
I reject. I did not agree to autorenewal. I was not sent the 2017 Bill or charges. I only discovered charges from 2017, in 2018. Please issue a refund.
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On December 3, 2016, our customer purchased cPanel hosting for one year via an online...
order.On December 4, 2016, our customer purchased an upgrade to increase the resource level on their cPanel hosting service.On March 17, 2017, our customer contacted GoDaddy for the first time regarding issues with their site performance. Our customer was advised the server was working as intended. They were also provided server log information that they could review to see if it contained information related to the performance of their site’s content.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We’ve had the hosting server in question reviewed further for any issues that may exist and have found that the server and all resources are operating as they were designed to. Additionally, we have tested another site our customer has hosted on the same server that was created using the same application as the site referenced in their complaint. This site loaded without issue. We have also confirmed the additional resources paid for by our customer have been allocated to their account. After reviewing their content, if our customer is unable to identify the reasons their content is not performing as expected, GoDaddy does offer an optional diagnostic service where we will attempt to identify opportunities to increase their site’s performance. Our support staff can help with setting up this service.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspxOn January 2, 2016 our customer’s hosting plan expired. Per their account preferences, GoDaddy was instructed to not automatically renew the service and honored its agreements with our customer. Account management is a customer responsibility.After expiration, GoDaddy provided 20 days of hosting service without payment prior to cancellation due to non-payment on January 22, 2016. Our customer contacted our support team on January 31, 2016 to request reinstatement.GoDaddy charges $150 fee per website to restore data on occasions where a customer has not backed up their own content. Hosting restores are not a service GoDaddy offers and are not guaranteed. Restore fees are not punitive; rather, it helps offset expense incurred performing data recovery work. Customers are not obligated to pay a restore fee provided they maintained their own independent backups; a responsibility agreed to upon hosting sites with GoDaddy. As a goodwill gesture, GoDaddy’s support teams reduced the restore fee to $79.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. GoDaddy was unable to restore the customer’s website and the restore fee was refunded in full. Our customer should utilize any backups they may have to restore the site. If they did not maintain backups, our customer may want to visit archival sites such as http://archive.org to determine if any content may be recovered. They may also consider searching their local hard drive for any saved content.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 concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On April 8, 2016, our customer purchased a Basic Managed WordPress hosting plan...
for a 1-year term via online transaction.On April 8, 2017, per our customer’s account preferences, GoDaddy was instructed to automatically renew the hosting service in question for another 1-year term and did so in a good faith effort to honor its agreements with our customer.GoDaddy proactively informed our customer on March 29, 2017 the expiring service would be renewed in accordance with their account settings unless additional action was taken. While GoDaddy sent notice to our customer via email before the service's expiration date and subsequent renewal, GoDaddy simply has no control over what happens to the email notice after it leaves our system or how our customer's ISP or email client chooses to handle the email once they receive it.Furthermore, GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On May 12, 2017, our customer contacted our support teams and was properly informed the service was beyond refund eligibility. GoDaddy’s Refund Policy is publicly available at https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ automatic renewal preference associated with the hosting service has since been disabled. We encourage our customer to review and manage their account settings to prevent further unwanted renewals.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns. Our customer may wish to access their account and review the Order History. The original VPS has been auto-renewing monthly in accordance with their account settings since April 7, 2017. As stated, if this server is no longer needed, they will need to access their account and cancel that server prior to the billing on July 7, 2017.Our customer has been correctly billing for the renewals of the original VPS (our website clearly states” $139.99/mo when you renew”) . They have also been correctly billed for the new VPS purchased. Again, the chosen add on increased the monthly price from $31.99 to $36.98. If our customer does not wish to move forward with the new VPS, they may cancel it for a full refund as long as the server has not been set up. Per our Refund Policy, our customer has 30 days from date of purchase in which to receive a refund of the unused VPS. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following. The complainant acknowledged and agreed to the following agreements upon purchasing their...
GoDaddy Auctions Membership:• GoDaddy Universal Terms of Service Agreement• GoDaddy Auctions Membership Agreement• GoDaddy Domain Registration AgreementThe latest version of these agreements can be found at: [redacted]On May 24 2015, in an online transaction the complainant purchased two different domain names through our GoDaddy Auctions service. A short time after making this purchase, the complainant received a follow up email regarding finalizing the payment for the domain in question. Upon receiving this email, the complainant reached out to our Auctions team indicating this other domain was added to the order fraudulently.Contrary to the complainant’s understanding, the complainant would have added the domain in question to the cart prior to processing. The complainant would have had the chance to remove it from their cart before processing.A bid/offer is a binding contract as stated in the GoDaddy Domain Auction Membership Agreement auction customers accept when purchasing their membership as well as the agreement they checked when confirming their bid for this domain. They are expected to pay for the domain name upon auction close. If a customer does not, their auction membership may be suspended.As the complainant failed to pay for the domain name, their Auctions membership was suspended. This only affected their Auctions membership, not their overall GoDaddy account.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. As a goodwill gesture and a one-time courtesy, our auctions team has waived the administrative fee that would have been required to unsuspended the auctions membershipEDUCATION:The complainant might find the following articles useful: [redacted]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[redacted]
[redacted]
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted]. On August 14, 2017 our customer renewed a one month trial of GoDaddy’s GoCentral...
Business for a one year term during a call to our Customer Care Center. Later that day our customer again contacted our Customer Care Center and requested to retroactively apply a discount they obtained from a third party website RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. GoDaddy provides promotional offers for new products and renewals. These offers have an expiration date and we provide details about this date to customers. We honor valid promotional offers that our customers receive from GoDaddy, and they must be entered prior to completing the transaction. If a valid offer is utilized, our cart adjusts the price accordingly Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, John M[redacted] Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by 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...
[redacted]:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Microsoft Office Terms of Use• Workspace Service Agreement• Website Builder Service Agreement• Online Store/Quick Shopping Cart AgreementThe latest version of these agreements can be found at: [redacted]On May 13, 2015, with the help of one of our chat agents, our customer purchased a Website Builder Business Plus plan that included a free [redacted] Email plan, a free Standard SSL certificate, and a free domain name registration. They also purchased a Premium Online Store which also included a free domain name.We have reviewed the interactions our customer had with our agents and all of the pre-purchase conversations were related to domain availability and sale pricing. There were no discussions about the number of email accounts the customer needed.Regarding the email accounts our customer received free with their purchases, the first was a [redacted] Starter Email plan. This plan provides one inbox, but allows the use of multiple alias accounts. An alias email address is simply another [redacted] email account in disguise. All of the mail that's sent to an alias email address is received in the original [redacted] email's inbox. Aliases are beneficial for people who have a website and want to have an email address for people to contact them ([redacted]), but still want the mail to go to their inbox.For example, if you have your email address set up as [redacted], and then you create the alias [redacted], all the emails from [redacted] would go to your inbox at [redacted]In addition to the [redacted] email plan, our customer’s Website Builder plan also included free Workspace Email plans. However, [redacted] and Workspace Email utilize different mail providers and therefore different MX (Mail Exchanger) records. An MX record is a DNS entry that directs email to the appropriate server for delivery. You cannot set up a domain name to use more than one mail provider at a time and, in this case, the MX record will determine if the email is delivered to the [redacted] email provider or the Workspace Email provider.RESOLUTION:[redacted] has upheld its agreements in good faith with our customer and honored its terms of service.The customer may choose to use the single [redacted] Starter Email plan which came free with their Website Builder or the multiple Workspace Email accounts that also came free with their Website Builder, but not both. Based on the customer’s active email accounts, they may wish to use the [redacted] account along with its aliasing to add the extra email addresses for one of their domain names; and, use the free Workspace Email account for their other domain name, or vice versus. Our 24-hour Customer Care team can work with our customer to identify the best option for their needs and help make any necessary changes.EDUCATION:Managing Email Aliases in Office 365[redacted] Plans[redacted]Add an MX Record[redacted]Workspace Email Help[redacted]For additional help:Our friendly and knowledgeable Customer Care team is standing by to help our customers and can be reached at +[redacted] or by visiting [redacted].com/help for live chat, help articles, and more.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted] Office of the CEO - [redacted]
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On July 1, 2017, our customer purchased multiple domain name registrations via online...
transaction. GoDaddy takes our customers' privacy very seriously. Other than as described in the GoDaddy Privacy Policy, found at https://www.godaddy.com/Agreements/Privacy.aspx, GoDaddy does not provide information to others without our customers' express permission. GoDaddy does not sell lists or aid in the creation of unwanted email or spam.Based on the information our customer provided, it appears their contact information may have been gathered from the WHOIS information for their domain names.Per our registrar agreement with the Internet Corporation for Assigned Names and Numbers (ICANN), contact and registrant information listed for a domain name must be made public in the WHOIS database. As part of GoDaddy’s Domain Name Registration Agreement, customers agree to display certain contact information in the WHOIS.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy offers private registration services as an add-on service for select domain names via an affiliate company, Domains by Proxy. This service masks the registration information required by ICANN and replaces it with Domains by Proxy’s information. Our customer opted to forego this service when they registered their domains.Information on what benefits Private Registration provides and how our customer may add the service to their domains may be viewed at the links below:https://www.godaddy.com/help/private-registration-faq-421https://www.godad...⇄ you again for the opportunity to address the concerns presented by our customer.Regards,Gary 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. GoDaddy offers multiple payment solutions to our Online Store customers so they may collect payments for their products using credit cards. Our customer was under no obligation to choose Stripe as a payment method. Our customer will need to work with Stripe regarding any disputed transactions.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Microsoft Office Terms of UseThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn November 4, 2015, the complainant purchased, via online transaction, a domain name for a one year term, and Microsoft Office 365’s Online Essentials email for a three month term. GoDaddy takes customer security and our commitment to preventing fraud very seriously. Due to uncertainties with the complainant’s transaction, it was flagged for review by our Verification Office, and an email was sent to the email address on file requesting verification of the transaction with proper, legible credentials. Our goal is to reasonably ensure that the owner of the payment method has authorized the transaction(s).RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As all of the information requested by our Verification Office was not received, the account in question has been administratively locked. Additionally, the transaction has been refunded in full to the original payment method, and the domain name registration removed. To unlock the account in question, we encourage the complainant to work with our Verification Office. Upon receipt of all of the requested documentation, the status of the account will be re-evaluated.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Mike L[redacted]Office of the CEO - [email protected][redacted]
Scottsdale, AZ 85260
Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response. Account management and renewal of products and services in a timely manner is solely a customer responsibility and our customer agreed to this when they purchased services through GoDaddy. GoDaddy must rely upon its customers for information that we would otherwise be unaware of, such as the use of a new email address. GoDaddy is unable to contact all its customers via phone should there be a billing matter that may require attention. GoDaddy utilized the information provided by our customer and sent multiple renewal notices to inform them action was required to avoid loss of service. Furthermore, following the 10 days of service GoDaddy provided at no cost following the service expiration, GoDaddy held the website service in a suspended status for another 10 days in an attempt to capture our customer's attention and invoke them to contact our customer care team.As previously stated, Website Builder is a proprietary, do-it-yourself, template based product to construct a website. Customers upload their own content to create their desired website.While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof. We recommend our customer make note of their product expiration dates and maintain independent backups of their website content to avoid future issues.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
HelloGood dayThank you for helping me with this issue with godaddy.However I feel godaddys policy is unfair to consumers who are not IT professionals and purchase their hosting.The process to migrate to their server often takes longer than 48 hours and that is not the fault of the customer who may be using a 3rd party service provider, like in my case.I would like my money back or godaddy should change its policy to be fair to all and not only serve its interest.Also their response that their server met my storage capacity is true, however they never asked me about my resources consumption.I think that is false advertising on their part to offer a product without knowing if it will meet the customers needs or not.I will like godaddy to address these issues.Thank you[redacted]
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed the customer’s complaint to which we would like to present the following. Upon purchase of services, our customer acknowledged and accepted the following agreements: • Universal Terms...
of Service Agreement • Hosting Agreement Copies of the latest version of these agreements may be found at:https://www.godaddy.com/legal-agreements.aspx The email our customer received is part of a phishing scheme and is not a legitimate email from GoDaddy. GoDaddy’s security teams are aware of the issue but we simply cannot proactively predict illegitimate actions from “the bad guys”. We recommend that the customer simply delete the email and do not engage with the sender. They may also want to take any needed steps to ensure their system was not negatively impacted by malware or a virus.RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. EDUCATION: Should the customer receive an email from GoDaddy they are concerned with, the customer may contact our support teams at ###-###-#### or via chat at Support.GoDaddy.com. The following articles may also prove helpful. Email phishing: Think before you linkhttps://garage.godaddy.com/smallbusiness/secure/email-phishing-think-link/ ...⇄ customers: Beware of email phishing attemptshttps://garage.godaddy.com/godaddy/godaddy-customers-beware-email-phishi...⇄ you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone