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 AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 1, 2015 the complainant contacted our Customer Care Center to request a cash disbursement of In-Store Credit’s within their GoDaddy account. Per our Refund Policy these were processed to the financial institution(s) associated with the original transaction(s). GoDaddy has confirmed the payment to and provided the complainant with the ARN(s) (Acquirer's Reference Number) associated with these transaction(s).GoDaddy considers this to be a dispute between third parties in which we cannot become involved.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
I have received absolutely NO resolution to this issue and the Supervisors at GoDaddy cannot keep their stories straight. I was told by Supervisor Marcus that an incorrect seller had tried to sell the domain and to contact the correct seller, [redacted]. When I contacted [redacted], I spoke with Patrick who said that they WERE the responsible for the listing but that GoDaddy had listed it for an incorrect price. They said that they use GoDaddy to list their sites all the time but that GoDaddy was the responsible party because they never contacted [redacted] to tell them the site had been sold or that the selling price was for $500.00 This is in complete contrast to what I was told by Representative Michael, who put me on hold for over 10minutes to "call" [redacted] and see why they'd refused the transaction. After receiving NO truthful answer and getting the run around from both companies, I contacted GoDaddy again and spoke with Supervisor Sergio who stated that the circumstances were very suspect and that if the site became available again via online auctions to let him know. As of 08/22/2016, the site (www.kikadesign.com) has been listed again on GoDaddy, with a price increase from $500.00 (which I purchased it for) to $2,795.00. I believe this is a prime example of two corporations, who do lots of business together, covering a mistake that they should take full responsibility for. I would like TRUTHFUL answers and the site I purchased!
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:• Universal Terms of Service Agreement• Website Builder Service Agreement • Hosting AgreementThe latest version of these agreements can be found at: [redacted]On July 6, 2009 our customer purchased a Website Builder plan (formerly called Website Tonight) for a term of 16 months to create a website for the domain name they had specified. This is for the period ending November 6, 2010.Since November 6, 2010 our customer's account preferences instructed GoDaddy to automatically renew the service in question in one-month increments (terms) and GoDaddy has done so in a good faith effort to honor its agreements with the customer. On October 6, 2014 our customer’s Website Builder plan expired. Per our customer's account preferences, GoDaddy was instructed to automatically renew Website Builder plan in question for another one-month term and attempted to do so in a good faith effort to honor its agreements with the customer; however, their financial institution declined payment. GoDaddy made additional attempts to renew the service on:• October 16, 2014 • October 26, 2014 Following each failed product renewal attempt, GoDaddy sent notices to our customer detailing the failed transaction attempts. Furthermore, GoDaddy made attempts to connect with our customer via the phone information they had provided and was unsuccessful. GoDaddy did attempt to proactively notify our customer of their Website Builder renewal and did provide ten days of service to our customer at no cost following expiration before the site was suspended. GoDaddy provided an additional ten days of service in a suspended status prior to the service cancellation due to nonpayment. In total GoDaddy provided 20 days of service without payment prior to cancellation. Ultimately, our customer did not take action and their service was canceled on October 26, 2014 due to non-payment. Account management is a customer responsibility.On December 3, 2014 our customer contacted our 24/7 customer support teams for assistance with an Economy cPanel hosting plan. Our customer had indicated they wanted to host multiple websites utilizing the same hosting plan. The Economy cPanel hosting plan our customer was using did not support multiple websites. Our customer was provided assistance with upgrading to a Deluxe cPanel hosting plan which does support the ability to host multiple websites. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The upgrade of their cPanel hosting plan had no effect on the [redacted] website our customer had specified in their complaint. cPanel hosting and Website Builder are entirely different hosting platforms.GoDaddy maintains hosting backups for 30 days after the cancellation of a hosting or Website Builder plan. As our customer’s Website Builder plan was canceled on October 26, 2014, GoDaddy will be unable to restore our customer’s website content.Education:It is both a customer responsibility per our agreements and best practice to keep local backups of their site content. Our customer may want to visit archival sites, such as [redacted] to determine if any content may be recovered. There may also consider searching their local hard drive for any saved content. The following GoDaddy Support article will be helpful in the future to our customer for managing their products and services:Managing Renewals for Products and Services[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.Best Regards,[redacted]Office of the CEO[redacted]GoDaddy.com[redacted]###-###-#### Phone###-###-#### Fax
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
• Hosting Agreement
The latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx
The hosting service our customer is utilizing allows for unlimited storage space, however, as outlined in the terms they agreed to, there is a limit on the total number of files allowed. This limit is imposed to minimize the risk to the stability, performance, and uptime of the server.
Our customer exceeded their file limit due to undeliverable email that was being sent from their website. Email that cannot be delivered typically produces a bounceback email. In our customer’s case, these emails were stored in a folder on the server and accounted for a large percentage of their file usage.
Resolution:
GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.
To assist them in remedying this issue, our support staff has removed a significant number of these email files. By doing so, our customer should now be able to access the server to remove the remaining files. Should they need help in locating these files, our 24/7 support staff can assist them.
Additionally, our support staff has modified the server settings in an attempt to minimize a possible recurrence of this issue.
Should our customer still wish to cancel their hosting service, they are eligible to receive an InStore credit upon cancellation for any remaining time on their plan. Per GoDaddy’s Refund Policy, they are not eligible for a refund due to the time that has elapsed since the date of purchase.
We do want to thank our customer for their candid feedback regarding our support options. While web support is still available in the form of support articles, email support was discontinued due in part to feedback from our customers. The support options available at https://support.godaddy.com provide significantly faster response times to our customer’s needs.
Education:
The customer might find the following articles useful.
How do each of cPanel's resources affect my site?
https://support.godaddy.com/help/article/9323
Refund Policy
https://support.godaddy.com/help/article/8849
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.
Kindest Regards
[redacted]
Office of the CEO - GoDaddy
[redacted]@GoDaddy.com
[redacted]
Scottsdale, AZ 85260
###-###-#### Phone
###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for 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* Hosting AgreementThe latest version of this agreement and other legal agreements may be found at: [redacted]On November 18, 2014, our customer contacted GoDaddy support staff to report an error when trying to pull up their website. After extensive research and troubleshooting, it was determined that the error was caused by one of our customer’s files, specifically, the code within the file. The hosting service provided to our customer was working as intended. Our customer was advised to review their code as we do not offer support for custom scripting. During subsequent interactions, our customer was again advised that the issue was with their coding. It appears our customer did not follow through with the suggestions from our support staff.Resolution:GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.Our customer has since canceled their hosting service. A refund has been issued to our customer in accordance with our Refund Policy.Education:The customer might find the following article useful.GoDaddy Statement of Support[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 April 7, 2016, with assistance from GoDaddy’s customer care team, our customer...
purchased a domain name with private registration, Search Engine Visibility, and an Office 365 email plan, each for respective 2-year terms.On January 24, 2017, our customer contacted our customer care team to request a pro-rated refund on the products in question. Our customer care team informed our customer that the products were no longer refund-eligible per GoDaddy’s refund policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office understands this is a very unfortunate incident for our customer. As a one-time exception to GoDaddy’s refund policy, our office is willing to refund one year of the Search Engine Visibility, Office 365 email, and domain private registration, totaling $106.20, if the products are canceled by January 31, 2017. If our customer would like to take advantage of this offer, they may contact our office directly via email at [email protected] domain name in question is non-refundable. Our customer may find the following articles helpful:Cancel Products in my GoDaddy account:https://www.godaddy.com/help/cancel-products-in-my-godaddy-account-7468G...⇄ Refund Policy:http://x.co/refundThank 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 concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. These agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On May 15, 2014, our customer purchased...
one domain, for a 2-year term, via online transaction. During this transaction, our customer added our Protected Registration service to the domain. Protected Registration is the highest level of domain protection that GoDaddy offers. This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain. Domains with this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by the domain's registrant submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Team.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The Protected Registration service functioned as advertised, keeping the domain from being canceled without proof of identification.Our customer has already submitted their request to cancel the Protected Registration service. Our Domain Services team responded to the customer via email to explain the product was cancelled. Our customer has since connected with our billing support teams and received all applicable refunds within our refund policy.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 January 21, 2007, our customer purchased a domain name registration for a 10-year...
term, via online transaction with no assistance from GoDaddy's Customer Care Team.On January 22, 2017, per our customer’s account preferences, GoDaddy was instructed to automatically renew the domain for another 10-year term. Between the dates of October 23, 2016 and January 16, 2017, five renewal notifications were sent to our customer to inform them the expiring item would be renewed in accordance with the account settings unless additional action was taken.GoDaddy received no contact from our customer in 2008 requesting the domain in question be cancelled or that automatic renewal be disabled.RESOLUTION:GoDaddy renewed the domain in question in good faith, and attempted to proactively notify our customer prior to renewal. While we make a best effort to partner in our customers' successes, our customers must also be responsible for their actions or lack thereof. Account management, including contact information and renewal settings, are a customer responsibility.A chargeback has been initiated against the domain in question, withdrawing funds paid to GoDaddy. As such, the final decision on whether our customer’s funds are returned to them lies with their financial institution.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. We stand by our previous response. At the time our customer contacted our customer care teams our technical team was working diligently to resolve the technical issues our customer had experienced. The technical issue was resolved on June 7, 2016. As a goodwill gesture we provided our customer a one-month renewal to their hosting plan at no cost. GoDaddy will not provide any further gestures with regards to this matter.Should our customer have any further issues they may contact GoDaddy’s 24/7 customer care teams at 480-505-8877 or via chat support.godaddy.com.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
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:• Universal Terms of Service Agreement• Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxGoDaddy’s Shared, Dedicated, and Virtual Private Servers are not sold or advertised as being PCI compliant. Our customers have the ability to administer changes to their Dedicated Servers or Virtual Private Servers to bring these products into PCI compliance. Furthermore, SiteLock is a tool for scanning a website for potential security-related issues, such as malicious content, and not intended for PCI compliance.On September 21, 2015; our customer purchased a Virtual Private Server (VPS) with managed services via an online transaction for a one-month term. This is for the period ending October 21, 2015. On October 21, 2015; per our customer’s account preferences, GoDaddy was instructed to automatically renew the service for an additional one-month term and did so in a good faith effort to honor its agreements with the customer.With Self-Managed and Managed Servers, GoDaddy ensures the servers are online and accessible, however, customers are their own server administrator. Customers are responsible for performing any configurations, software installations, disk space allocations (e.g. to email accounts, databases, websites, etc.), upgrades necessary on their server, and troubleshooting any issues therein. GoDaddy’s hosting support teams has previously provided multiple suggestions to our customer regarding PCI compliance on their VPS, including steps that would not require utilization of a 3rd party firewall.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The services our customer purchased are functioning as intended. GoDaddy has attempted to work with our customer to the best of our ability and satisfy their needs. If PCI compliance is required, our customer may submit a PCI compliance scan containing any failures received to our server support teams for review. As a resolution may require security updates to the server, GoDaddy can only make suggestions; our customer will ultimately be responsible for administering any changes to their VPS.Our customer has since disabled the renewal preference on the service in question. If the VPS our customer had purchased will not satisfy their needs and they cancel the service by November 4, 2015, our office will be happy to submit a refund for the latest monthly renewal transaction. EDUCATION:The complainant may find the following article helpful:GoDaddy Statement of Support:https://my.godaddy.com/help/godaddy-statement-of-support-9522Sitelock Features:https://my.godaddy.com/help/sitelock-features-12273Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Gary H[redacted]Office of the CEO - [email protected][redacted]Scottsdale, AZ 85260
Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following: Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspx 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. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored 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 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. Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, Mandy O[redacted]Office of the CEO - GoDaddy
this response fails to address some core issues. First off, I was told I had paid to reserve the domain should it become available. I was never told I would have to bid on it. Second issue is I was unable to submit a susequent bid. The company that purchased it has now offered to sell it for 3,750.00. I mighr have been able to purchase it at a much better price if I had been able to submit another bid. Additionaly, I received an email saying it was not too late to submit another bid, but that too woild not allow me to login and bid.
Thank you for the opportunity to address our customer’s additional concerns. We stand by our previous response. Notices were sent to our customer at the email address on file informing them their hosting plan was at risk of cancellation due to auto-renew being turned off. These notices were sent on the following dates.• March 28, 2017• April 14,2017• April 24, 2017As stated previously, the reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored and restore it if available. Our customer is under no obligation to pay the restore fee, provided they have their own independent backups of their content. Account management is a customer responsibility.Our customer may utilize their own backups of their content, if they do not have this, they can either pay the restore fee to have their content restored, work with their web-developer if one created their website to obtain the content or our customer may want to visit archival sites such as http://archive.org for any available content.However, as a one-time exception, we will reduce the restore fee to $75. Should our customer wish to accept this offer, they will need to purchase a new cPanel hosting plan and contact our Customer Care at their earliest convenience.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration AgreementThe latest version of these agreements may be found at: www.godaddy.com/legal-agreements.aspxThe information provided by the complainant locates multiple accounts within our system.With regards to the $15.17 transaction specified by the complainant within Account ‘A’; on January 16, 2010 the complainant purchased a domain name registration for a one-year term via an online transaction. This is for the period ending January 16, 2011.On January 16, 2011; per the complainant’s account preferences, GoDaddy was instructed to automatically renew the domain name upon expiration and attempted to do so in a good faith effort to honor its agreements with the complainant however, the complainant’s financial institution declined payment. The complainant was subsequently informed by email of the failed renewal attempt and date of the next renewal attempt.GoDaddy sent renewal notices prior to the expiration date on:• October 18, 2010• November 17, 2010• December 17, 2010• January 1, 2011• January 11, 2011GoDaddy also sent notices after the expiration date on: • January 16, 2011 (Date of expiration and first failed renewal attempt)• January 21, 2011 (Second failed renewal attempt)• January 27, 2011 (Successful Renewal for a one-year term upon third, and final automatic renewal attempt)On January 27, 2012; per the complainant's account preferences, GoDaddy was instructed to automatically renew the domain name in question again upon expiration for a one-year term and attempted to do so in a good faith effort to honor its agreements with the complainant. The complainant’s financial institution declined payment.GoDaddy sent renewal notices prior to the expiration date on:• October 17, 2011• November 16, 2011• December 16, 2011• December 31, 2011• January 10, 2011GoDaddy also sent notices after the expiration date on:• January 16, 2012 (Date of expiration and first failed renewal attempt)• January 20, 2012 (Second failed renewal attempt)• January 27, 2012 (Successful Renewal for a one-year term upon third, and final automatic renewal attempt)On January 29, 2012 the complainant contacted our support team via email, stating the domain name renewals in Account ‘A’ were unwanted. Our support team requested a response with the proper validation information to allow them to disclose billing history information within the associated account. On January 16, 2013; per the complainant’s account preferences, GoDaddy was instructed to automatically renew the domain name for another one-year term and attempted to do so in a good faith effort to honor its agreements with the complainant and the complainant’s financial institution declined payment. The complainant was subsequently informed by email of the failed renewal attempt and date of the next renewal attempt. The domain name was ultimately canceled on February 26, 2013 due to non-payment.On July 21, 2015 the complainant responded to our support teams’ 2012 email disputing a transaction which had occurred within another GoDaddy account (Account ‘B’), sending that correspondence to a non-existent support venue. An auto-responder message was subsequently sent to the complainant with instructions to properly contact our support teams.With regards to the $30.34 transaction specified by the complainant within Account ‘B’; on July 18, 2014 the complainant purchased three domain name registrations via an online transaction. Two of the domain names were registered for a one-year term, period ending July 18, 2015 and one domain name for a two-year term, period ending July 18, 2016. On July 19, 2015; per the complainant’s account preferences, GoDaddy was instructed to automatically renew two of the domain name registrations, each for another one-year term and did so in a good faith effort to honor its agreements with the complainant.GoDaddy sent renewal notices prior to the expiration date on:• June 18, 2015• July 13, 2015These notices informed the complainant their domains would be renewed in accordance with their account settings unless additional action was taken.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. GoDaddy renewed the services upon expiration in accordance with each associated account’s renewal preferences. At no time had GoDaddy hindered the complainant’s ability to manage their product renewal preferences. Account management is a customer responsibility. The renewal transactions which occurred on January 27, 2011 and January 27, 2012 respectively within Account ‘A’ are non-refundable. However, the two domain name renewals which occurred on July 19, 2015 within Account ‘B’ are refundable per our Refund Policy, provided the domain names are canceled within 45-days of the renewal date. Once these domain names are canceled, the complainant may contact our 24/7 customer service teams to process the applicable refund. Education:The complainant may find the following articles helpful in managing their GoDaddy products and services:Managing Renewals for Products and Services –https://www.godaddy.com/help/managing-renewals-for-products-and-services-725C...⇄ Products –https://www.godaddy.com/help/canceling-products-7468Refund Policy –https://www.godaddy.com/help/refund-policy-8849Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Regards,[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.[redacted], with whom the customer originally registered their domain name, is now...
GoDaddy.Our customer acknowledged and agreed to the following agreements upon conducting business with [redacted]:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx.On June 18, 2014, our customer purchased their domain name for a one-year term. On June 18, 2015, the registration term expired. Per our customer's account preferences, GoDaddy was instructed to automatically renew the domain name and did so in a good faith effort to honor its agreements with the customer.GoDaddy sent renewal notices prior to the expiration date on: May 19, 2015 June 13, 2015These notices informed the customer their expiring domain name would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.Our customer contacted our support staff on August 9, 2015 (53 days after the expiration date), requesting the cancellation and refund for the renewal. Per our Refund Policy, certain domain names that automatically renew for a one-year term are only eligible for a refund if they are canceled within 45 days of their expiration date. Our customer’s request for a refund was, therefore, correctly declined.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a one-time courtesy and gesture of good will, GoDaddy has removed the domain name from our customer’s account and has issued them a full refund.EDUCATION:Our customer may find the following GoDaddy Help articles useful:Refund Policyhttps://support.godaddy.com/help/article/8849/refund-policyManaging Renewals for Products and Serviceshttps://www.godaddy.com/help/managing-renewals-for-products-and-services...⇄ 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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. Contrary to the complainant’s understanding, while they may have added a new payment method to the account, this payment method was neither assigned by the complainant to the domain names in question nor assigned as an Alternate Payment Method. GoDaddy does not arbitrarily charge payment methods in a customer account. Account management is a customer responsibility. Additionally, GoDaddy customers can request to be added to GoDaddy’s Do Not Call List, either through updating their contact preferences in their customer account, or by contacting GoDaddy’s Customer Care Team to request their number be added to this list. GoDaddy customers are not added to this list by default.We understand this is a frustrating situation for the complainant, however it is unfair to ask GoDaddy to absorb the costs to re-acquire the domain in question due to a lack of action by the complainant.EDUCATION:The complainant may find the following help articles useful for managing their customer account:Managing Your Account Information:https://www.godaddy.com/help/managing-your-account-information-729De...⇄ an Alternate Payment Method:https://www.godaddy.com/help/designating-an-alternate-payment-method-724T...⇄ you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On June 3, 2015, our customer purchased domain name “A” for a 1-year term via the...
GoDaddy website. On May 16, 2016, during a call to our Customer Care Center, our customer renewed domain “A” and purchased another domain “B”, each for a 1-year term. On May 17, 2017, and June 5, 2017, respectively, per our customer's account preferences, GoDaddy automatically renewed domains "A" and "B" for 1-year terms in good faith to honor agreements with our customer. GoDaddy provides customers full control over renewal settings. Customers may, at any time, log into their account and modify the settings. Prior to expiration, GoDaddy emailed renewal notices informing our customer the expiring items would renew in accordance with account settings unless additional action was taken. Account management is a customer responsibility.Additionally, our customer enabled 2-Factor Authentication on their GoDaddy account, a security feature that we offer customers to prevent account hijacking.On January 11, 2017, our customer contacted GoDaddy requesting to disable 2-Factor Authentication and were provided instructions to remove the service.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer did not submit the necessary documentation to remove 2-Factor Authentication until July 12, 2017.Chargebacks were initiated on the most recent domain renewals on June 9, 2017. These chargebacks withdrew payments made to GoDaddy and the domains were suspended from the account. We are unable to provide goodwill gestures or refunds in a state of financial loss.Thank you again for the opportunity to address the 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 additional concerns.Our customer’s original purchase of the Office 365 plan was via an online transaction, without assistance from GoDaddy. At the time of checkout, it is explicitly shown that the products purchased are set to automatic renewal by default. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. GoDaddy also sent our customer email notifications of the pending renewal prior to taking renewal action as directed by our customer. We encourage our customer to review and manage their account settings to prevent further unwanted renewals. While GoDaddy sent expiration notices to our customer via email before the service's expiration date, 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. If our customer changes their email address, we simply have no way of knowing what their new one is unless they inform us by updating their account. Account management and renewal of products is a customer responsibility and our customer agreed to this upon doing business with GoDaddy. While we make a best effort to partner in our customers' successes, our customers must also be responsible for their actions or lack thereof.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 [redacted].On June 29, 2017, our customer purchased a Website Design Service plan for one-year...
term via phone with a representative. This service enlists GoDaddy’s Professional Web Design team to create a custom website (for a one-time fee), using GoDaddy’s Website Builder product as the hosting of the site. Customers must submit information, including images and text, for the website to our Professional Web Design team before the site can be built.Our Professional Website Services team has been working with our customer since that day to build the website they requested. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer spoke with a Professional Website Services Supervisor on August 15, 2017 and requested we work with their partner going forward. As of that call, our team is awaiting the agreed upon contact information so the website build can continue. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On May 4, 2015 our customer began purchasing GoDaddy’s Email Essential plans through...
online transactions. These plans were purchased on both an annual and month to month basis. Our customer has continued to make these purchases. On December 19, 2016 our customer contacted GoDaddy’s customer care center and requested a review of their account. During this review our customer was advised that some of their email plans were not active. Our customer has now requested a refund of the unused plans.Resolution:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. We encourage our customer to take an active role in managing their account settings which may help avoid further undesired product renewals.Per GoDaddy's Refund Policy, the transactions in question are beyond refund eligibility. Our customer may wish to review GoDaddy's Refund Policy, which can be viewed in the following link: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963Thank you again for the opportunity to address the concerns presented by our customer.Best 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:• GoDaddy Universal Terms of Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 1, 2015 the complainant contacted our Customer Care Center to request a cash disbursement of In-Store Credit’s within their GoDaddy account. Per our Refund Policy these were processed to the financial institution(s) associated with the original transaction(s). GoDaddy has confirmed the payment to and provided the complainant with the ARN(s) (Acquirer's Reference Number) associated with these transaction(s).GoDaddy considers this to be a dispute between third parties in which we cannot become involved.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
I have received absolutely NO resolution to this issue and the Supervisors at GoDaddy cannot keep their stories straight. I was told by Supervisor Marcus that an incorrect seller had tried to sell the domain and to contact the correct seller, [redacted]. When I contacted [redacted], I spoke with Patrick who said that they WERE the responsible for the listing but that GoDaddy had listed it for an incorrect price. They said that they use GoDaddy to list their sites all the time but that GoDaddy was the responsible party because they never contacted [redacted] to tell them the site had been sold or that the selling price was for $500.00 This is in complete contrast to what I was told by Representative Michael, who put me on hold for over 10minutes to "call" [redacted] and see why they'd refused the transaction. After receiving NO truthful answer and getting the run around from both companies, I contacted GoDaddy again and spoke with Supervisor Sergio who stated that the circumstances were very suspect and that if the site became available again via online auctions to let him know. As of 08/22/2016, the site (www.kikadesign.com) has been listed again on GoDaddy, with a price increase from $500.00 (which I purchased it for) to $2,795.00. I believe this is a prime example of two corporations, who do lots of business together, covering a mistake that they should take full responsibility for. I would like TRUTHFUL answers and the site I purchased!
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:• Universal Terms of Service Agreement• Website Builder Service Agreement • Hosting AgreementThe latest version of these agreements can be found at: [redacted]On July 6, 2009 our customer purchased a Website Builder plan (formerly called Website Tonight) for a term of 16 months to create a website for the domain name they had specified. This is for the period ending November 6, 2010.Since November 6, 2010 our customer's account preferences instructed GoDaddy to automatically renew the service in question in one-month increments (terms) and GoDaddy has done so in a good faith effort to honor its agreements with the customer. On October 6, 2014 our customer’s Website Builder plan expired. Per our customer's account preferences, GoDaddy was instructed to automatically renew Website Builder plan in question for another one-month term and attempted to do so in a good faith effort to honor its agreements with the customer; however, their financial institution declined payment. GoDaddy made additional attempts to renew the service on:• October 16, 2014 • October 26, 2014 Following each failed product renewal attempt, GoDaddy sent notices to our customer detailing the failed transaction attempts. Furthermore, GoDaddy made attempts to connect with our customer via the phone information they had provided and was unsuccessful. GoDaddy did attempt to proactively notify our customer of their Website Builder renewal and did provide ten days of service to our customer at no cost following expiration before the site was suspended. GoDaddy provided an additional ten days of service in a suspended status prior to the service cancellation due to nonpayment. In total GoDaddy provided 20 days of service without payment prior to cancellation. Ultimately, our customer did not take action and their service was canceled on October 26, 2014 due to non-payment. Account management is a customer responsibility.On December 3, 2014 our customer contacted our 24/7 customer support teams for assistance with an Economy cPanel hosting plan. Our customer had indicated they wanted to host multiple websites utilizing the same hosting plan. The Economy cPanel hosting plan our customer was using did not support multiple websites. Our customer was provided assistance with upgrading to a Deluxe cPanel hosting plan which does support the ability to host multiple websites. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The upgrade of their cPanel hosting plan had no effect on the [redacted] website our customer had specified in their complaint. cPanel hosting and Website Builder are entirely different hosting platforms.GoDaddy maintains hosting backups for 30 days after the cancellation of a hosting or Website Builder plan. As our customer’s Website Builder plan was canceled on October 26, 2014, GoDaddy will be unable to restore our customer’s website content.Education:It is both a customer responsibility per our agreements and best practice to keep local backups of their site content. Our customer may want to visit archival sites, such as [redacted] to determine if any content may be recovered. There may also consider searching their local hard drive for any saved content. The following GoDaddy Support article will be helpful in the future to our customer for managing their products and services:Managing Renewals for Products and Services[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.Best Regards,[redacted]Office of the CEO[redacted]GoDaddy.com[redacted]###-###-#### Phone###-###-#### Fax
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
• Hosting Agreement
The latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx
The hosting service our customer is utilizing allows for unlimited storage space, however, as outlined in the terms they agreed to, there is a limit on the total number of files allowed. This limit is imposed to minimize the risk to the stability, performance, and uptime of the server.
Our customer exceeded their file limit due to undeliverable email that was being sent from their website. Email that cannot be delivered typically produces a bounceback email. In our customer’s case, these emails were stored in a folder on the server and accounted for a large percentage of their file usage.
Resolution:
GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.
To assist them in remedying this issue, our support staff has removed a significant number of these email files. By doing so, our customer should now be able to access the server to remove the remaining files. Should they need help in locating these files, our 24/7 support staff can assist them.
Additionally, our support staff has modified the server settings in an attempt to minimize a possible recurrence of this issue.
Should our customer still wish to cancel their hosting service, they are eligible to receive an InStore credit upon cancellation for any remaining time on their plan. Per GoDaddy’s Refund Policy, they are not eligible for a refund due to the time that has elapsed since the date of purchase.
We do want to thank our customer for their candid feedback regarding our support options. While web support is still available in the form of support articles, email support was discontinued due in part to feedback from our customers. The support options available at https://support.godaddy.com provide significantly faster response times to our customer’s needs.
Education:
The customer might find the following articles useful.
How do each of cPanel's resources affect my site?
https://support.godaddy.com/help/article/9323
Refund Policy
https://support.godaddy.com/help/article/8849
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.
Kindest Regards
[redacted]
Office of the CEO - GoDaddy
[redacted]@GoDaddy.com
[redacted]
Scottsdale, AZ 85260
###-###-#### Phone
###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for 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* Hosting AgreementThe latest version of this agreement and other legal agreements may be found at: [redacted]On November 18, 2014, our customer contacted GoDaddy support staff to report an error when trying to pull up their website. After extensive research and troubleshooting, it was determined that the error was caused by one of our customer’s files, specifically, the code within the file. The hosting service provided to our customer was working as intended. Our customer was advised to review their code as we do not offer support for custom scripting. During subsequent interactions, our customer was again advised that the issue was with their coding. It appears our customer did not follow through with the suggestions from our support staff.Resolution:GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.Our customer has since canceled their hosting service. A refund has been issued to our customer in accordance with our Refund Policy.Education:The customer might find the following article useful.GoDaddy Statement of Support[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 April 7, 2016, with assistance from GoDaddy’s customer care team, our customer...
purchased a domain name with private registration, Search Engine Visibility, and an Office 365 email plan, each for respective 2-year terms.On January 24, 2017, our customer contacted our customer care team to request a pro-rated refund on the products in question. Our customer care team informed our customer that the products were no longer refund-eligible per GoDaddy’s refund policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office understands this is a very unfortunate incident for our customer. As a one-time exception to GoDaddy’s refund policy, our office is willing to refund one year of the Search Engine Visibility, Office 365 email, and domain private registration, totaling $106.20, if the products are canceled by January 31, 2017. If our customer would like to take advantage of this offer, they may contact our office directly via email at [email protected] domain name in question is non-refundable. Our customer may find the following articles helpful:Cancel Products in my GoDaddy account:https://www.godaddy.com/help/cancel-products-in-my-godaddy-account-7468G...⇄ Refund Policy:http://x.co/refundThank 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 concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. These agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On May 15, 2014, our customer purchased...
one domain, for a 2-year term, via online transaction. During this transaction, our customer added our Protected Registration service to the domain. Protected Registration is the highest level of domain protection that GoDaddy offers. This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain. Domains with this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by the domain's registrant submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Team.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The Protected Registration service functioned as advertised, keeping the domain from being canceled without proof of identification.Our customer has already submitted their request to cancel the Protected Registration service. Our Domain Services team responded to the customer via email to explain the product was cancelled. Our customer has since connected with our billing support teams and received all applicable refunds within our refund policy.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 January 21, 2007, our customer purchased a domain name registration for a 10-year...
term, via online transaction with no assistance from GoDaddy's Customer Care Team.On January 22, 2017, per our customer’s account preferences, GoDaddy was instructed to automatically renew the domain for another 10-year term. Between the dates of October 23, 2016 and January 16, 2017, five renewal notifications were sent to our customer to inform them the expiring item would be renewed in accordance with the account settings unless additional action was taken.GoDaddy received no contact from our customer in 2008 requesting the domain in question be cancelled or that automatic renewal be disabled.RESOLUTION:GoDaddy renewed the domain in question in good faith, and attempted to proactively notify our customer prior to renewal. While we make a best effort to partner in our customers' successes, our customers must also be responsible for their actions or lack thereof. Account management, including contact information and renewal settings, are a customer responsibility.A chargeback has been initiated against the domain in question, withdrawing funds paid to GoDaddy. As such, the final decision on whether our customer’s funds are returned to them lies with their financial institution.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. We stand by our previous response. At the time our customer contacted our customer care teams our technical team was working diligently to resolve the technical issues our customer had experienced. The technical issue was resolved on June 7, 2016. As a goodwill gesture we provided our customer a one-month renewal to their hosting plan at no cost. GoDaddy will not provide any further gestures with regards to this matter.Should our customer have any further issues they may contact GoDaddy’s 24/7 customer care teams at 480-505-8877 or via chat support.godaddy.com.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
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:• Universal Terms of Service Agreement• Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxGoDaddy’s Shared, Dedicated, and Virtual Private Servers are not sold or advertised as being PCI compliant. Our customers have the ability to administer changes to their Dedicated Servers or Virtual Private Servers to bring these products into PCI compliance. Furthermore, SiteLock is a tool for scanning a website for potential security-related issues, such as malicious content, and not intended for PCI compliance.On September 21, 2015; our customer purchased a Virtual Private Server (VPS) with managed services via an online transaction for a one-month term. This is for the period ending October 21, 2015. On October 21, 2015; per our customer’s account preferences, GoDaddy was instructed to automatically renew the service for an additional one-month term and did so in a good faith effort to honor its agreements with the customer.With Self-Managed and Managed Servers, GoDaddy ensures the servers are online and accessible, however, customers are their own server administrator. Customers are responsible for performing any configurations, software installations, disk space allocations (e.g. to email accounts, databases, websites, etc.), upgrades necessary on their server, and troubleshooting any issues therein. GoDaddy’s hosting support teams has previously provided multiple suggestions to our customer regarding PCI compliance on their VPS, including steps that would not require utilization of a 3rd party firewall.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The services our customer purchased are functioning as intended. GoDaddy has attempted to work with our customer to the best of our ability and satisfy their needs. If PCI compliance is required, our customer may submit a PCI compliance scan containing any failures received to our server support teams for review. As a resolution may require security updates to the server, GoDaddy can only make suggestions; our customer will ultimately be responsible for administering any changes to their VPS.Our customer has since disabled the renewal preference on the service in question. If the VPS our customer had purchased will not satisfy their needs and they cancel the service by November 4, 2015, our office will be happy to submit a refund for the latest monthly renewal transaction. EDUCATION:The complainant may find the following article helpful:GoDaddy Statement of Support:https://my.godaddy.com/help/godaddy-statement-of-support-9522Sitelock Features:https://my.godaddy.com/help/sitelock-features-12273Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Gary H[redacted]Office of the CEO - [email protected][redacted]Scottsdale, AZ 85260
Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following: Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspx 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. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored 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 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. Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, Mandy O[redacted]Office of the CEO - GoDaddy
this response fails to address some core issues. First off, I was told I had paid to reserve the domain should it become available. I was never told I would have to bid on it. Second issue is I was unable to submit a susequent bid. The company that purchased it has now offered to sell it for 3,750.00. I mighr have been able to purchase it at a much better price if I had been able to submit another bid. Additionaly, I received an email saying it was not too late to submit another bid, but that too woild not allow me to login and bid.
Thank you for the opportunity to address our customer’s additional concerns. We stand by our previous response. Notices were sent to our customer at the email address on file informing them their hosting plan was at risk of cancellation due to auto-renew being turned off. These notices were sent on the following dates.• March 28, 2017• April 14,2017• April 24, 2017As stated previously, the reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored and restore it if available. Our customer is under no obligation to pay the restore fee, provided they have their own independent backups of their content. Account management is a customer responsibility.Our customer may utilize their own backups of their content, if they do not have this, they can either pay the restore fee to have their content restored, work with their web-developer if one created their website to obtain the content or our customer may want to visit archival sites such as http://archive.org for any available content.However, as a one-time exception, we will reduce the restore fee to $75. Should our customer wish to accept this offer, they will need to purchase a new cPanel hosting plan and contact our Customer Care at their earliest convenience.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration AgreementThe latest version of these agreements may be found at: www.godaddy.com/legal-agreements.aspxThe information provided by the complainant locates multiple accounts within our system.With regards to the $15.17 transaction specified by the complainant within Account ‘A’; on January 16, 2010 the complainant purchased a domain name registration for a one-year term via an online transaction. This is for the period ending January 16, 2011.On January 16, 2011; per the complainant’s account preferences, GoDaddy was instructed to automatically renew the domain name upon expiration and attempted to do so in a good faith effort to honor its agreements with the complainant however, the complainant’s financial institution declined payment. The complainant was subsequently informed by email of the failed renewal attempt and date of the next renewal attempt.GoDaddy sent renewal notices prior to the expiration date on:• October 18, 2010• November 17, 2010• December 17, 2010• January 1, 2011• January 11, 2011GoDaddy also sent notices after the expiration date on: • January 16, 2011 (Date of expiration and first failed renewal attempt)• January 21, 2011 (Second failed renewal attempt)• January 27, 2011 (Successful Renewal for a one-year term upon third, and final automatic renewal attempt)On January 27, 2012; per the complainant's account preferences, GoDaddy was instructed to automatically renew the domain name in question again upon expiration for a one-year term and attempted to do so in a good faith effort to honor its agreements with the complainant. The complainant’s financial institution declined payment.GoDaddy sent renewal notices prior to the expiration date on:• October 17, 2011• November 16, 2011• December 16, 2011• December 31, 2011• January 10, 2011GoDaddy also sent notices after the expiration date on:• January 16, 2012 (Date of expiration and first failed renewal attempt)• January 20, 2012 (Second failed renewal attempt)• January 27, 2012 (Successful Renewal for a one-year term upon third, and final automatic renewal attempt)On January 29, 2012 the complainant contacted our support team via email, stating the domain name renewals in Account ‘A’ were unwanted. Our support team requested a response with the proper validation information to allow them to disclose billing history information within the associated account. On January 16, 2013; per the complainant’s account preferences, GoDaddy was instructed to automatically renew the domain name for another one-year term and attempted to do so in a good faith effort to honor its agreements with the complainant and the complainant’s financial institution declined payment. The complainant was subsequently informed by email of the failed renewal attempt and date of the next renewal attempt. The domain name was ultimately canceled on February 26, 2013 due to non-payment.On July 21, 2015 the complainant responded to our support teams’ 2012 email disputing a transaction which had occurred within another GoDaddy account (Account ‘B’), sending that correspondence to a non-existent support venue. An auto-responder message was subsequently sent to the complainant with instructions to properly contact our support teams.With regards to the $30.34 transaction specified by the complainant within Account ‘B’; on July 18, 2014 the complainant purchased three domain name registrations via an online transaction. Two of the domain names were registered for a one-year term, period ending July 18, 2015 and one domain name for a two-year term, period ending July 18, 2016. On July 19, 2015; per the complainant’s account preferences, GoDaddy was instructed to automatically renew two of the domain name registrations, each for another one-year term and did so in a good faith effort to honor its agreements with the complainant.GoDaddy sent renewal notices prior to the expiration date on:• June 18, 2015• July 13, 2015These notices informed the complainant their domains would be renewed in accordance with their account settings unless additional action was taken.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. GoDaddy renewed the services upon expiration in accordance with each associated account’s renewal preferences. At no time had GoDaddy hindered the complainant’s ability to manage their product renewal preferences. Account management is a customer responsibility. The renewal transactions which occurred on January 27, 2011 and January 27, 2012 respectively within Account ‘A’ are non-refundable. However, the two domain name renewals which occurred on July 19, 2015 within Account ‘B’ are refundable per our Refund Policy, provided the domain names are canceled within 45-days of the renewal date. Once these domain names are canceled, the complainant may contact our 24/7 customer service teams to process the applicable refund. Education:The complainant may find the following articles helpful in managing their GoDaddy products and services:Managing Renewals for Products and Services –https://www.godaddy.com/help/managing-renewals-for-products-and-services-725C...⇄ Products –https://www.godaddy.com/help/canceling-products-7468Refund Policy –https://www.godaddy.com/help/refund-policy-8849Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Regards,[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.[redacted], with whom the customer originally registered their domain name, is now...
GoDaddy.Our customer acknowledged and agreed to the following agreements upon conducting business with [redacted]:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx.On June 18, 2014, our customer purchased their domain name for a one-year term. On June 18, 2015, the registration term expired. Per our customer's account preferences, GoDaddy was instructed to automatically renew the domain name and did so in a good faith effort to honor its agreements with the customer.GoDaddy sent renewal notices prior to the expiration date on: May 19, 2015 June 13, 2015These notices informed the customer their expiring domain name would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.Our customer contacted our support staff on August 9, 2015 (53 days after the expiration date), requesting the cancellation and refund for the renewal. Per our Refund Policy, certain domain names that automatically renew for a one-year term are only eligible for a refund if they are canceled within 45 days of their expiration date. Our customer’s request for a refund was, therefore, correctly declined.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a one-time courtesy and gesture of good will, GoDaddy has removed the domain name from our customer’s account and has issued them a full refund.EDUCATION:Our customer may find the following GoDaddy Help articles useful:Refund Policyhttps://support.godaddy.com/help/article/8849/refund-policyManaging Renewals for Products and Serviceshttps://www.godaddy.com/help/managing-renewals-for-products-and-services...⇄ 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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. Contrary to the complainant’s understanding, while they may have added a new payment method to the account, this payment method was neither assigned by the complainant to the domain names in question nor assigned as an Alternate Payment Method. GoDaddy does not arbitrarily charge payment methods in a customer account. Account management is a customer responsibility. Additionally, GoDaddy customers can request to be added to GoDaddy’s Do Not Call List, either through updating their contact preferences in their customer account, or by contacting GoDaddy’s Customer Care Team to request their number be added to this list. GoDaddy customers are not added to this list by default.We understand this is a frustrating situation for the complainant, however it is unfair to ask GoDaddy to absorb the costs to re-acquire the domain in question due to a lack of action by the complainant.EDUCATION:The complainant may find the following help articles useful for managing their customer account:Managing Your Account Information:https://www.godaddy.com/help/managing-your-account-information-729De...⇄ an Alternate Payment Method:https://www.godaddy.com/help/designating-an-alternate-payment-method-724T...⇄ you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On June 3, 2015, our customer purchased domain name “A” for a 1-year term via the...
GoDaddy website. On May 16, 2016, during a call to our Customer Care Center, our customer renewed domain “A” and purchased another domain “B”, each for a 1-year term. On May 17, 2017, and June 5, 2017, respectively, per our customer's account preferences, GoDaddy automatically renewed domains "A" and "B" for 1-year terms in good faith to honor agreements with our customer. GoDaddy provides customers full control over renewal settings. Customers may, at any time, log into their account and modify the settings. Prior to expiration, GoDaddy emailed renewal notices informing our customer the expiring items would renew in accordance with account settings unless additional action was taken. Account management is a customer responsibility.Additionally, our customer enabled 2-Factor Authentication on their GoDaddy account, a security feature that we offer customers to prevent account hijacking.On January 11, 2017, our customer contacted GoDaddy requesting to disable 2-Factor Authentication and were provided instructions to remove the service.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer did not submit the necessary documentation to remove 2-Factor Authentication until July 12, 2017.Chargebacks were initiated on the most recent domain renewals on June 9, 2017. These chargebacks withdrew payments made to GoDaddy and the domains were suspended from the account. We are unable to provide goodwill gestures or refunds in a state of financial loss.Thank you again for the opportunity to address the 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 additional concerns.Our customer’s original purchase of the Office 365 plan was via an online transaction, without assistance from GoDaddy. At the time of checkout, it is explicitly shown that the products purchased are set to automatic renewal by default. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. GoDaddy also sent our customer email notifications of the pending renewal prior to taking renewal action as directed by our customer. We encourage our customer to review and manage their account settings to prevent further unwanted renewals. While GoDaddy sent expiration notices to our customer via email before the service's expiration date, 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. If our customer changes their email address, we simply have no way of knowing what their new one is unless they inform us by updating their account. Account management and renewal of products is a customer responsibility and our customer agreed to this upon doing business with GoDaddy. While we make a best effort to partner in our customers' successes, our customers must also be responsible for their actions or lack thereof.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 [redacted].On June 29, 2017, our customer purchased a Website Design Service plan for one-year...
term via phone with a representative. This service enlists GoDaddy’s Professional Web Design team to create a custom website (for a one-time fee), using GoDaddy’s Website Builder product as the hosting of the site. Customers must submit information, including images and text, for the website to our Professional Web Design team before the site can be built.Our Professional Website Services team has been working with our customer since that day to build the website they requested. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer spoke with a Professional Website Services Supervisor on August 15, 2017 and requested we work with their partner going forward. As of that call, our team is awaiting the agreed upon contact information so the website build can continue. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On May 4, 2015 our customer began purchasing GoDaddy’s Email Essential plans through...
online transactions. These plans were purchased on both an annual and month to month basis. Our customer has continued to make these purchases. On December 19, 2016 our customer contacted GoDaddy’s customer care center and requested a review of their account. During this review our customer was advised that some of their email plans were not active. Our customer has now requested a refund of the unused plans.Resolution:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. We encourage our customer to take an active role in managing their account settings which may help avoid further undesired product renewals.Per GoDaddy's Refund Policy, the transactions in question are beyond refund eligibility. Our customer may wish to review GoDaddy's Refund Policy, which can be viewed in the following link: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963Thank you again for the opportunity to address the concerns presented by our customer.Best regards,John M[redacted]Office of the CEO- GoDaddy