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 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 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 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
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 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 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
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for the opportunity to address our customer's 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
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 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
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
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
Thank you for the opportunity to address the concerns presented by our complainant. We would like to present the following:GoDaddy customer’s acknowledge and agree to our agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
[redacted] GoDaddy provides promotional offers to our customers in regards to the purchase of new products and the renewals of existing ones. These offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question. GoDaddy has no record of an account matching the complainant’s information. Furthermore we have no record of a call to our Customer Care Center from the complainant’s phone number. RESOLUTION:GoDaddy will upheld its agreements with our customers in good faith and honor its terms of service.We will honor any valid promotional offers that our customers receive from GoDaddy. The offer must be entered prior to completing the transaction. Furthermore, GoDaddy has no control over any third party websites offering discount codes that may have already expired. If a valid offer is utilized, our cart will adjust the price accordingly.We also appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[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: [redacted]
On October 4, 2014, our customer contacted GoDaddy support to request an update to their email address listed on the account for communications. Our records indicate there was no prior contact with support regarding this request.
Resolution:
GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.
After our customer provided the necessary security information, GoDaddy processed their request to update their email address. Our records show a request to reset the account password was made shortly after the email address was updated. Our customer should now have access to their account.
Education:
Should our customer find themselves in this situation again, they may find the following article useful.
Submitting a Change of Account/Email Update Form [redacted]
Managing Your Account Information[redacted]
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.
Kindest Regards
[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On February 27, 2017, our customer registered a domain name via online...
transaction for a two-year-term. Our customer’s transaction was randomly 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). GoDaddy takes customer security and our commitment to preventing fraud very seriously.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As the appropriate information requested by our Verification Office was not received in a timely manner, the account in question was administratively locked on March 2, 2017. Additionally, the transaction has been refunded in full to the original payment method, and the domain name registration removed from the account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer. While our customer may have drawn a specific design they had wanted, our Professional Web Design team builds Web Store Design projects based on our Quick Shopping Cart product. Our customer was informed of these limitations during their initial purchase. Contrary to our customer’s understanding, GoDaddy’s Web Store Design are advertised as theme-based sites based on industry, a full-featured e-Commerce web site based on the content and images the customer supplies. Again, GoDaddy has attempted to work with our customer to the best of our ability and satisfy their design needs. Our customer was correctly informed that this service is non-refundable, as their site build has been completed.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 27, 2015, our customer purchased their domain name for two years via an...
online transaction.Per our customer's account preferences, GoDaddy was instructed to automatically renew their domain name and did so on January 28, 2017 in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date on:• December 28, 2016• January 12, 2017• January 22, 2017These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Customers are able to modify their renewal preferences at any time from within their account; account management is a customer responsibility. On February 21, 2017, our customer contacted GoDaddy to request a refund of the aforementioned renewal transaction. Their request was denied in accordance with our Refund Policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our Refund Policy clearly explains the timeframes in which domain names are eligible for a refund. When a domain name is registered or renewed, GoDaddy acts like a broker in the sense that we are taking an order from our customer (registrant) and buying/renewing the domain(s) from the Registry on their behalf. It is then up to the Registry to decide if they will take back an order and within the timeframe they would do so. In this case, GoDaddy has already provided the money to the Registry and we are unable to recoup the funds provided. 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 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 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 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 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
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 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 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
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for the opportunity to address our customer's 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
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 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
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
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
Thank you for the opportunity to address the concerns presented by our complainant. We would like to present the following:GoDaddy customer’s acknowledge and agree to our agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
[redacted] GoDaddy provides promotional offers to our customers in regards to the purchase of new products and the renewals of existing ones. These offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question. GoDaddy has no record of an account matching the complainant’s information. Furthermore we have no record of a call to our Customer Care Center from the complainant’s phone number. RESOLUTION:GoDaddy will upheld its agreements with our customers in good faith and honor its terms of service.We will honor any valid promotional offers that our customers receive from GoDaddy. The offer must be entered prior to completing the transaction. Furthermore, GoDaddy has no control over any third party websites offering discount codes that may have already expired. If a valid offer is utilized, our cart will adjust the price accordingly.We also appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[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: [redacted]
On October 4, 2014, our customer contacted GoDaddy support to request an update to their email address listed on the account for communications. Our records indicate there was no prior contact with support regarding this request.
Resolution:
GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.
After our customer provided the necessary security information, GoDaddy processed their request to update their email address. Our records show a request to reset the account password was made shortly after the email address was updated. Our customer should now have access to their account.
Education:
Should our customer find themselves in this situation again, they may find the following article useful.
Submitting a Change of Account/Email Update Form [redacted]
Managing Your Account Information[redacted]
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.
Kindest Regards
[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On February 27, 2017, our customer registered a domain name via online...
transaction for a two-year-term. Our customer’s transaction was randomly 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). GoDaddy takes customer security and our commitment to preventing fraud very seriously.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As the appropriate information requested by our Verification Office was not received in a timely manner, the account in question was administratively locked on March 2, 2017. Additionally, the transaction has been refunded in full to the original payment method, and the domain name registration removed from the account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer. While our customer may have drawn a specific design they had wanted, our Professional Web Design team builds Web Store Design projects based on our Quick Shopping Cart product. Our customer was informed of these limitations during their initial purchase. Contrary to our customer’s understanding, GoDaddy’s Web Store Design are advertised as theme-based sites based on industry, a full-featured e-Commerce web site based on the content and images the customer supplies. Again, GoDaddy has attempted to work with our customer to the best of our ability and satisfy their design needs. Our customer was correctly informed that this service is non-refundable, as their site build has been completed.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 27, 2015, our customer purchased their domain name for two years via an...
online transaction.Per our customer's account preferences, GoDaddy was instructed to automatically renew their domain name and did so on January 28, 2017 in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date on:• December 28, 2016• January 12, 2017• January 22, 2017These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Customers are able to modify their renewal preferences at any time from within their account; account management is a customer responsibility. On February 21, 2017, our customer contacted GoDaddy to request a refund of the aforementioned renewal transaction. Their request was denied in accordance with our Refund Policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our Refund Policy clearly explains the timeframes in which domain names are eligible for a refund. When a domain name is registered or renewed, GoDaddy acts like a broker in the sense that we are taking an order from our customer (registrant) and buying/renewing the domain(s) from the Registry on their behalf. It is then up to the Registry to decide if they will take back an order and within the timeframe they would do so. In this case, GoDaddy has already provided the money to the Registry and we are unable to recoup the funds provided. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy