Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. Our customer made no attempt to contact our Customer Care Center prior to cancelling the product, and contacted our Customer Care 23 days after cancellation to request a refund. Products purchased or renewed in annual terms must be canceled within 30 days of purchase or renewal to be refund-eligible. As such the product in question remains outside of refund eligibility. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO – GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted].On March 20, 2017, per our customer's account preferences, GoDaddy was instructed to...
automatically renew their domain name for a one-year term and did so in a good faith effort to honor its agreements with our customer.On June 4, 2017, GoDaddy was instructed via our customer’s account preferences to automatically renew their Windows hosting plan for a one-year term.On August 23, 2017, our customer canceled both of these products from within their customer account. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On September 11, 2017, our customer recovered the domain name in question with assistance from our Customer Care team.Upon connecting with our customer via phone on September 12, 2017, they explained they intended to cancel automatic renewal, not the domain and website. We understand mistakes happen, and have provided our customer with a new Windows hosting account with an equivalent nine-month term to the hosting account deleted. Our customer has indicated they have their own website data backups, and as such, no hosting restore attempt fee is needed. Our customer can set up the hosting account at any time and upload their files to the new hosting account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following. The complainant acknowledged and agreed to the following agreements upon...
conducting business with GoDaddy: • GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Website Builder Service Agreement• GoDaddy Workspace Service Agreement• GoDaddy Hosting Service Agreement The latest version of these agreements can be found at: [redacted] On November 17, 2013, the complainant purchased a Domain Name and Unlimited Email Plan through the GoDaddy website. Both products were purchased for a one-year term. On November 27, 2013, the complainant purchased a Deluxe cPanel hosting account for a one month term. Per the complainant’s account preferences, their Unlimited Email Plan automatically renewed on November 17, 2014, and their cPanel hosting plan renewed on 27th of each month from December 2013 to October 2014. The complainant is requesting a refund for these renewals. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. GoDaddy provides its customers with full control over the automatic renewal feature of their products. Customers may also at any time, log into their account and modify their preferences. GoDaddy also sent the complainant email notifications of the pending renewals prior to taking renewal action as directed by the complainant. Account management is a customer responsibility. As the complainant canceled the email plan in question within 45 days of the annual renewal, GoDaddy has processed a refund for the renewal of the Unlimited Email Plan in accordance with our Refund Policy. As an additional goodwill gesture, we have also processed refunds for the cPanel hosting plan renewals from January 2013 to October 2014. The complainant may need to allow 5 to 7 days for these refunds to be reflected at their financial institution. EDUCATION: The complainant may find this article on canceling products helpful: Canceling Products[redacted] Additionally, future refunds would be provided in accordance with GoDaddy’s refund policy, available at the following URL: Refund Policy[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 - GoDaddy[redacted]###-###-#### Phone###-###-#### Fax
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 our customer’s additional concerns.We stand by our previous response. Our customer purchased the products in question via online transaction on May 3, 2016. Our customer’s services were automatically renewed in accordance with their account settings on May 3, and May 4, 2017.Upon the removal of Two-Factor Authentication from our customers account on May 7, 2018, our customer did make access to their account, however; no products were cancelled from the account, nor did our customer attempt to contact our support center before initiating a chargeback complaint with their financial institution.Our customer later contacted our support center on June 7, 2018, following the chargeback being resolved in GoDaddy’s favor and was correctly informed the products in question were no longer refund eligible.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
The automatic renewal was set to an old credit card which I deleted from my account 1 year before. How come you kept an old credit card on file to process auto billing when a new debit card was listed throughout last year and was used as well several times. I was never informed of the $150 fee, this is something nee that Godaddy has started and didn't inform me of this policy change. I didn't receive any notification of expiration of hosting, if I had received a notification I would have renewed it. I would like Go daddy to restore my hosting account as it was before expiring, I am willing to pay the renewal fee but will not pay any extra fraudulent charges of $150 that Godaddy is asking for. Godaddy failed to inform of policy update and failed to auto charge my account. Yes I did denied auto renewal on call with customer service but I made it enable on the website. My hosting was removed on purpose when I called for renewal. If my account is not restored by April 14th I will have no choice but file a suit against Go daddy.
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[redacted]
On October 29, 2010, our customer purchased a hosting plan and domain name for a...
one-year term, and has renewed the products since, maintaining an active website. On multiple calls in September 2016, our customer discussed dissatisfaction with their current website, built by a third party. Consultations led to our customer’s eventual purchase of Website Builder on October 24, 2016 to rebuild their site. During the October 24 interaction, our customer was advised of the upcoming renewal of their existing hosting plan occurring October 29, 2016.On October 28, 2016, our customer inquired on our refund policy for Website Builder, and was properly advised of the timeframe. As our customer had not yet completed the rebuild of their site on Website Builder, it was suggested to renew the hosting plan monthly. Our customer acknowledged and manually renewed the web hosting for a one-month term. The hosting automatically renewed for a one-month term on November 29, 2016.On December 1, 2016, our customer indicated their plans to rebuild the website had fallen through and would not be moving forward. At that time, they renewed their web hosting plan, which contained their current site, for a one-year term.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was properly advised multiple times regarding refund time frames for the Website Builder product, and the most recent request was not refund eligible. As the Website Builder is no longer refund eligible, our customer can utilize the Website Builder for any project which they see fit. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[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 additional concerns. Our office has connected directly with our customer, and they have been able to cancel the products in question. We have provided a full refund in accordance with our refund policy.We hope that our customer will give GoDaddy a chance to earn their future business.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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 31, 2010 during an online transaction the complainant purchased the Domain Name in question with GoDaddy’s Protected Registration Service for a five year term. One of the features of our Protected Registration service is to protect against the cancellation/expiration of the domain name. Domain names which have this service cannot be canceled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.On February 12, 2015 the complainant’s Domain Name with Protected Registration was automatically renewed per the complainants account preferences for a five year term.GoDaddy sent notices prior to the expiration dates of this service on:• November 2, 2014• December 2, 2014• January 1, 2015• January 16, 2015• January 21, 2015On March 18, 2015 the complainant contacted GoDaddy’s Customer Care Center to request assistance in cancelling the Domain Name with Protected Registration proper instructions were provided at that time.On April 3, 2015 GoDaddy was notified by the complainant’s financial institution that the account holder for the payment method used has disputed the transactions through their issuing bank. Per our terms of service, the domain name with associated services were suspended from the GoDaddy account. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. Specifically, GoDaddy renewed the complainant's services upon expiration per the account renewal preferences. Furthermore, the services the complainant purchased functioned as specified. Account management is a customer responsibility.There are currently no active products within the complainant's GoDaddy account and no actions can be taken regarding the account pending resolution of the charge-back dispute they initiated with their financial institution.EDUCATION:The complainant may wish to review the following information:GoDaddy Refund Policyhttps://support.godaddy.com/help/article/8849/refund-policyCanceling Protected Registrationhttps://support.godaddy.com/help/article/1292/canceling-protected-re...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEOGoDaddy.com
Thank you for the response. However the product renewal setting was not set to automatically renew on this account. Why would some of the products renew before others if the original start dates are the same? No email was sent to notify that the ssl certificate would renew. As far as the refund of course it is past the policy allowed time now but it wasn't when godaddy was notified of the intent to settle the issue. Access denied through shady customer service tactics and rudely so at that. Terrible way to run business and even with millions of customers, near a thousand complaints is to many. Thanks again for the reply.
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer. We have reviewed this matter and would like to present the following.We stand by our previous response. As advised, during the transfer purchase, our clients can opt to allow the domain name to continue to point at its existing hosting service provider, or can choose to allow the domain name to be redirected to GoDaddy’s parked nameservers. Our customer has been provided instructions multiple times on how to update their domain DNS settings. As such it is our customer’s responsibility to modify the domain DNS via online within their GoDaddy account. Should they need assistance they may reach out to our 24/7 customer care team at ###-###-####. Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.Kindest regards,[redacted] Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:* GoDaddy Universal Terms of Service Agreement* GoDaddy Workspace Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 19, 2015, our customer contacted GoDaddy’s customer support team regarding multiple email forwarding accounts not forwarding email messages. The matter was promptly escalated to our email operations team to investigate. GoDaddy's technical support staff worked diligently to diagnose and resolve all technical issues the customer experienced. However, Our email teams were unable to duplicate the issue.On June 26, 2015, our customer contacted GoDaddy’s support team and provided additional information into the problem they had been experiencing, which was shared with our email operations team. On July 13, 2015, GoDaddy’s email operations team found our customer had also setup the same email addresses as alias email accounts, causing the email delivery problems they had experienced. Once the aliases were removed, the problem was resolved.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. At this time, the issue is resolved. Due to the inconvenience, as a goodwill gesture we would like to offer our customer a free one month renewal of their Hosted Exchange email plan. Should our customer wish to accept the offer they may contact us at ###-###-#### or via email [email protected] you again for the opportunity to address and bring clarity to the concerns presented by our customer.Best 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.Our customer purchased a GoDaddy auctions membership via an online transaction on...
January 23, 2017. The domains in question that our customer listed were removed as the verification for the domain names was not approved. When listing a domain name, email notices are sent to the admin contact listed on the WHOIS for each domain to verify the domain name. However, none of the domains in question were verified, and as a result the listing was removed.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. Our customer will need to verify the domains in question by reviewing the email sent to the admin contacts. Additionally, if our customer has any additional questions they can email our auctions team at [email protected] you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
We made several phone calls to cancel to subscription and as soon as we saw it on our credit card statement we called again to cancel and then we were told we had 48 hours.NOT BEFORE.
Thank you for the opportunity to address our customer’s additional concerns.When our customer contacted GoDaddy on February 14, 2018, they advised our support staff that they were unable to connect to the server following an update they had made on the server. As mentioned in our original response, our support staff was able to access the server using the same steps our customer had used in their attempts to connect to the server. With the server accessible, they were advised of the configuration issue referenced in our original response. Again, management of the server configuration is a customer responsibility.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO – GoDaddy
Hello- This complaint has not been resolved. I purchased the domain [redacted] form GoDaddy and paid $400. In addition, I bought a number of similar domains to protect others from encroaching on searches for [redacted]One month after my purchase, GoDaddy removed the [redacted] domain from my account, The price of the domain is now $2426 - over 6x what I paid for it. This is unacceptable. Can you please assist?Kind regards,[redacted]
Thank you for the opportunity to address our customer’s additional concerns.GoDaddy stands by its previous response. Ultimately, account management is a customer responsibility. While our customer did disable automatic renewal of the domain in question by clicking “Cancel Renewal”, they did not do so until after the domain had already automatically renewed on September 3, 2017. Our customer did not contact GoDaddy to request a refund until September 11, 2017, which is outside of the refund eligibility period. Most domains automatically renewed for multiple years must be canceled within 5 days of renewal to be refund eligible. GoDaddy, which acts as a broker of sorts when registering or renewing domain names, has already paid the registry for renewal of the domain in good faith, and has a limited time as well to attempt to recover those funds. This timeframe is part of the basis of GoDaddy’s Refund Policy, available here: [redacted]Again, our customer can attempt to recover their domain at no charge if they do so in a timely manner. They can do so using the steps at the following URL: [redacted]. Our 24/7 Customer Care team can also assist our customer with this process at [redacted].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 May 24, 2016, our customer purchased our WordPress Design and hosting services for...
a 1-year term. This service enlists GoDaddy’s Professional Web Design team to create a custom website (for a one-time fee), using the WordPress application. Customers must submit information, including images and text, for the website to our Professional Web Design team before the site can be built.Additionally, on May 24 and 25, 2016, our customer also purchased multiple domain name registrations with protected registration, Online Essentials email plan, and Premium Online Store all for a 3-year term. Our customer also added two more years to their WordPress hosting plan, and purchased an email migration, where GoDaddy’s Expert Services team migrates customer emails from one email platform to another for a set fee. The total of these purchases was $5876.08.Our customer was unhappy with the website after the initial design process and subsequent revisions and chose to cancel the project on July 20, 2016. Our customer was provided with a refund of the design services fee less 30%, per our refund policy, a total of $1749.99.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Despite our customer canceling their hosting plan outside of the 30-day refund eligibility window, we have refunded the purchased time of 3 years, a total of $539.64, as a one-time exception. All other products our customer has in their account are either still active or not refund eligible.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 our customer’s additional concerns.We stand by our previous response. Our customer made no attempt to contact our Customer Care Center prior to cancelling the product, and contacted our Customer Care 23 days after cancellation to request a refund. Products purchased or renewed in annual terms must be canceled within 30 days of purchase or renewal to be refund-eligible. As such the product in question remains outside of refund eligibility. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO – GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted].On March 20, 2017, per our customer's account preferences, GoDaddy was instructed to...
automatically renew their domain name for a one-year term and did so in a good faith effort to honor its agreements with our customer.On June 4, 2017, GoDaddy was instructed via our customer’s account preferences to automatically renew their Windows hosting plan for a one-year term.On August 23, 2017, our customer canceled both of these products from within their customer account. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On September 11, 2017, our customer recovered the domain name in question with assistance from our Customer Care team.Upon connecting with our customer via phone on September 12, 2017, they explained they intended to cancel automatic renewal, not the domain and website. We understand mistakes happen, and have provided our customer with a new Windows hosting account with an equivalent nine-month term to the hosting account deleted. Our customer has indicated they have their own website data backups, and as such, no hosting restore attempt fee is needed. Our customer can set up the hosting account at any time and upload their files to the new hosting account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following. The complainant acknowledged and agreed to the following agreements upon...
conducting business with GoDaddy: • GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Website Builder Service Agreement• GoDaddy Workspace Service Agreement• GoDaddy Hosting Service Agreement The latest version of these agreements can be found at: [redacted] On November 17, 2013, the complainant purchased a Domain Name and Unlimited Email Plan through the GoDaddy website. Both products were purchased for a one-year term. On November 27, 2013, the complainant purchased a Deluxe cPanel hosting account for a one month term. Per the complainant’s account preferences, their Unlimited Email Plan automatically renewed on November 17, 2014, and their cPanel hosting plan renewed on 27th of each month from December 2013 to October 2014. The complainant is requesting a refund for these renewals. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. GoDaddy provides its customers with full control over the automatic renewal feature of their products. Customers may also at any time, log into their account and modify their preferences. GoDaddy also sent the complainant email notifications of the pending renewals prior to taking renewal action as directed by the complainant. Account management is a customer responsibility. As the complainant canceled the email plan in question within 45 days of the annual renewal, GoDaddy has processed a refund for the renewal of the Unlimited Email Plan in accordance with our Refund Policy. As an additional goodwill gesture, we have also processed refunds for the cPanel hosting plan renewals from January 2013 to October 2014. The complainant may need to allow 5 to 7 days for these refunds to be reflected at their financial institution. EDUCATION: The complainant may find this article on canceling products helpful: Canceling Products[redacted] Additionally, future refunds would be provided in accordance with GoDaddy’s refund policy, available at the following URL: Refund Policy[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 - GoDaddy[redacted]###-###-#### Phone###-###-#### Fax
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 our customer’s additional concerns.We stand by our previous response. Our customer purchased the products in question via online transaction on May 3, 2016. Our customer’s services were automatically renewed in accordance with their account settings on May 3, and May 4, 2017.Upon the removal of Two-Factor Authentication from our customers account on May 7, 2018, our customer did make access to their account, however; no products were cancelled from the account, nor did our customer attempt to contact our support center before initiating a chargeback complaint with their financial institution.Our customer later contacted our support center on June 7, 2018, following the chargeback being resolved in GoDaddy’s favor and was correctly informed the products in question were no longer refund eligible.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
The automatic renewal was set to an old credit card which I deleted from my account 1 year before. How come you kept an old credit card on file to process auto billing when a new debit card was listed throughout last year and was used as well several times. I was never informed of the $150 fee, this is something nee that Godaddy has started and didn't inform me of this policy change. I didn't receive any notification of expiration of hosting, if I had received a notification I would have renewed it. I would like Go daddy to restore my hosting account as it was before expiring, I am willing to pay the renewal fee but will not pay any extra fraudulent charges of $150 that Godaddy is asking for. Godaddy failed to inform of policy update and failed to auto charge my account. Yes I did denied auto renewal on call with customer service but I made it enable on the website. My hosting was removed on purpose when I called for renewal. If my account is not restored by April 14th I will have no choice but file a suit against Go daddy.
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[redacted]
On October 29, 2010, our customer purchased a hosting plan and domain name for a...
one-year term, and has renewed the products since, maintaining an active website. On multiple calls in September 2016, our customer discussed dissatisfaction with their current website, built by a third party. Consultations led to our customer’s eventual purchase of Website Builder on October 24, 2016 to rebuild their site. During the October 24 interaction, our customer was advised of the upcoming renewal of their existing hosting plan occurring October 29, 2016.On October 28, 2016, our customer inquired on our refund policy for Website Builder, and was properly advised of the timeframe. As our customer had not yet completed the rebuild of their site on Website Builder, it was suggested to renew the hosting plan monthly. Our customer acknowledged and manually renewed the web hosting for a one-month term. The hosting automatically renewed for a one-month term on November 29, 2016.On December 1, 2016, our customer indicated their plans to rebuild the website had fallen through and would not be moving forward. At that time, they renewed their web hosting plan, which contained their current site, for a one-year term.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was properly advised multiple times regarding refund time frames for the Website Builder product, and the most recent request was not refund eligible. As the Website Builder is no longer refund eligible, our customer can utilize the Website Builder for any project which they see fit. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[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 additional concerns. Our office has connected directly with our customer, and they have been able to cancel the products in question. We have provided a full refund in accordance with our refund policy.We hope that our customer will give GoDaddy a chance to earn their future business.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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 31, 2010 during an online transaction the complainant purchased the Domain Name in question with GoDaddy’s Protected Registration Service for a five year term. One of the features of our Protected Registration service is to protect against the cancellation/expiration of the domain name. Domain names which have this service cannot be canceled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.On February 12, 2015 the complainant’s Domain Name with Protected Registration was automatically renewed per the complainants account preferences for a five year term.GoDaddy sent notices prior to the expiration dates of this service on:• November 2, 2014• December 2, 2014• January 1, 2015• January 16, 2015• January 21, 2015On March 18, 2015 the complainant contacted GoDaddy’s Customer Care Center to request assistance in cancelling the Domain Name with Protected Registration proper instructions were provided at that time.On April 3, 2015 GoDaddy was notified by the complainant’s financial institution that the account holder for the payment method used has disputed the transactions through their issuing bank. Per our terms of service, the domain name with associated services were suspended from the GoDaddy account. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. Specifically, GoDaddy renewed the complainant's services upon expiration per the account renewal preferences. Furthermore, the services the complainant purchased functioned as specified. Account management is a customer responsibility.There are currently no active products within the complainant's GoDaddy account and no actions can be taken regarding the account pending resolution of the charge-back dispute they initiated with their financial institution.EDUCATION:The complainant may wish to review the following information:GoDaddy Refund Policyhttps://support.godaddy.com/help/article/8849/refund-policyCanceling Protected Registrationhttps://support.godaddy.com/help/article/1292/canceling-protected-re...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEOGoDaddy.com
Thank you for the response. However the product renewal setting was not set to automatically renew on this account. Why would some of the products renew before others if the original start dates are the same? No email was sent to notify that the ssl certificate would renew. As far as the refund of course it is past the policy allowed time now but it wasn't when godaddy was notified of the intent to settle the issue. Access denied through shady customer service tactics and rudely so at that. Terrible way to run business and even with millions of customers, near a thousand complaints is to many. Thanks again for the reply.
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer. We have reviewed this matter and would like to present the following.We stand by our previous response. As advised, during the transfer purchase, our clients can opt to allow the domain name to continue to point at its existing hosting service provider, or can choose to allow the domain name to be redirected to GoDaddy’s parked nameservers. Our customer has been provided instructions multiple times on how to update their domain DNS settings. As such it is our customer’s responsibility to modify the domain DNS via online within their GoDaddy account. Should they need assistance they may reach out to our 24/7 customer care team at ###-###-####. Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.Kindest regards,[redacted] Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:* GoDaddy Universal Terms of Service Agreement* GoDaddy Workspace Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 19, 2015, our customer contacted GoDaddy’s customer support team regarding multiple email forwarding accounts not forwarding email messages. The matter was promptly escalated to our email operations team to investigate. GoDaddy's technical support staff worked diligently to diagnose and resolve all technical issues the customer experienced. However, Our email teams were unable to duplicate the issue.On June 26, 2015, our customer contacted GoDaddy’s support team and provided additional information into the problem they had been experiencing, which was shared with our email operations team. On July 13, 2015, GoDaddy’s email operations team found our customer had also setup the same email addresses as alias email accounts, causing the email delivery problems they had experienced. Once the aliases were removed, the problem was resolved.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. At this time, the issue is resolved. Due to the inconvenience, as a goodwill gesture we would like to offer our customer a free one month renewal of their Hosted Exchange email plan. Should our customer wish to accept the offer they may contact us at ###-###-#### or via email [email protected] you again for the opportunity to address and bring clarity to the concerns presented by our customer.Best 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.Our customer purchased a GoDaddy auctions membership via an online transaction on...
January 23, 2017. The domains in question that our customer listed were removed as the verification for the domain names was not approved. When listing a domain name, email notices are sent to the admin contact listed on the WHOIS for each domain to verify the domain name. However, none of the domains in question were verified, and as a result the listing was removed.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. Our customer will need to verify the domains in question by reviewing the email sent to the admin contacts. Additionally, if our customer has any additional questions they can email our auctions team at [email protected] you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
We made several phone calls to cancel to subscription and as soon as we saw it on our credit card statement we called again to cancel and then we were told we had 48 hours.NOT BEFORE.
Thank you for the opportunity to address our customer’s additional concerns.When our customer contacted GoDaddy on February 14, 2018, they advised our support staff that they were unable to connect to the server following an update they had made on the server. As mentioned in our original response, our support staff was able to access the server using the same steps our customer had used in their attempts to connect to the server. With the server accessible, they were advised of the configuration issue referenced in our original response. Again, management of the server configuration is a customer responsibility.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO – GoDaddy
Hello- This complaint has not been resolved. I purchased the domain [redacted] form GoDaddy and paid $400. In addition, I bought a number of similar domains to protect others from encroaching on searches for [redacted]One month after my purchase, GoDaddy removed the [redacted] domain from my account, The price of the domain is now $2426 - over 6x what I paid for it. This is unacceptable. Can you please assist?Kind regards,[redacted]
Thank you for the opportunity to address our customer’s additional concerns.GoDaddy stands by its previous response. Ultimately, account management is a customer responsibility. While our customer did disable automatic renewal of the domain in question by clicking “Cancel Renewal”, they did not do so until after the domain had already automatically renewed on September 3, 2017. Our customer did not contact GoDaddy to request a refund until September 11, 2017, which is outside of the refund eligibility period. Most domains automatically renewed for multiple years must be canceled within 5 days of renewal to be refund eligible. GoDaddy, which acts as a broker of sorts when registering or renewing domain names, has already paid the registry for renewal of the domain in good faith, and has a limited time as well to attempt to recover those funds. This timeframe is part of the basis of GoDaddy’s Refund Policy, available here: [redacted]Again, our customer can attempt to recover their domain at no charge if they do so in a timely manner. They can do so using the steps at the following URL: [redacted]. Our 24/7 Customer Care team can also assist our customer with this process at [redacted].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 May 24, 2016, our customer purchased our WordPress Design and hosting services for...
a 1-year term. This service enlists GoDaddy’s Professional Web Design team to create a custom website (for a one-time fee), using the WordPress application. Customers must submit information, including images and text, for the website to our Professional Web Design team before the site can be built.Additionally, on May 24 and 25, 2016, our customer also purchased multiple domain name registrations with protected registration, Online Essentials email plan, and Premium Online Store all for a 3-year term. Our customer also added two more years to their WordPress hosting plan, and purchased an email migration, where GoDaddy’s Expert Services team migrates customer emails from one email platform to another for a set fee. The total of these purchases was $5876.08.Our customer was unhappy with the website after the initial design process and subsequent revisions and chose to cancel the project on July 20, 2016. Our customer was provided with a refund of the design services fee less 30%, per our refund policy, a total of $1749.99.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Despite our customer canceling their hosting plan outside of the 30-day refund eligibility window, we have refunded the purchased time of 3 years, a total of $539.64, as a one-time exception. All other products our customer has in their account are either still active or not refund eligible.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy