Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On December 15, 2016, our customer purchased a Website Builder plan for a 1-year...
term. Website Builder is a proprietary, do-it-yourself, template based product to construct a website.On March 10, 2017, our customer canceled the Website Builder plan. Upon cancellation of the service, an email notification was sent to our customer containing details of the product cancellation. Our customer then contacted our customer care team, acknowledged the cancellation of the Website Builder, and requested assistance with forwarding their domain. Our customer care team provided the assistance requested.On March 11, 2017, our customer contacted our customer care team to dispute the cancellation of the Website Builder service. Our customer was correctly informed they had canceled the service prior to their interaction with our customer care teams and would need to purchase a new service if they desired to use the service again. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On March 11, 2017 our customer canceled the remaining products within their GoDaddy account and transferred their domain registration to another provider. Our office reached out to our customer via phone to discuss their concerns. Our customer declined to speak with us. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On April 22, 2015, our customer purchased a domain name for a one-year term. This...
domain automatically renewed on April 23, 2016 and again on April 23, 2017. Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date on:• January 22, 2017• February 21, 2017• March 23, 2017• April 17, 2017These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.On April 24, 2017, our customer connected with our support teams and together they worked to get the domain cancelled and refunded to our customer’s payment method. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. As the domain has been cancelled there are no longer any other products within the account in question.Thank you again for the opportunity to address the 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 our customer. We have reviewed this matter and would like to present the following.The customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:• Universal Terms of Service• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 30, 2012 our customer purchased three domain names with our Protected Registration and did so via an online transaction. More recently, on May 13, 2014 these services were automatically renewed per our customer’s account preferences. GoDaddy sent renewal notices prior to the renewal on:• January 31, 2014• February 28 2014 • March 2, 2014On December 16, 2014, the customer contacted GoDaddy’s support staff to remove the protected registration. Our representative then provided correct instructions to cancel the Protected Registration. Our customer has completed the process of removing the Protected Registration service from their domain name. They may now cancel the domain name registration from within their accountOne of the features of our premium 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.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The Protected Registration service functioned as advertised; keeping the domain from being canceled without proof of identification.As a goodwill gesture, we have refunded our customer the protected registration charge. However, the domains themselves are no longer refundable.EDUCATION:The following GoDaddy Support articles will be helpful to our customer in disabling automatic renewal and/or canceling an unwanted product:Managing Renewals for Products and Services - https://support.godaddy.com/help/article/725/managing-renewals-for-products-and-...⇄ Products - https://support.godaddy.com/help/article/7468/canceling-productsRefund Policy - https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
This is completely false. I think they need to review the hours worth of calls. When I was changed to a new plan I wasn't advised of price change. I was just told I was on the wrong platform. Later, on a call for IT help was I advised of a price change. The manger advised he was going to listen to call and honor the 9.99 a month if that was what was promised on call. I advised him to listen to the call in the last approx 10 minutes I was clearly told I was on the 9.99 plan. He said he would email me back within 72 hours not including the weekend. That email nor a return call was ever made. GoDaddy service has been horrible. I was bounced around to different platforms due to lack of training and given different bad information by several reprsentives. I'm going to be advising friends and family about the horrible service recieved. It's sad GoDaddy is making a customer jump through so many hoops and after filing the Revdex.com recieved they didn't take time to review calls and see what was said. This compliant was clearly filed because previous reprsentives gave bad info and notated my account incorrectly. I would like this department to review my calls and honor what was offered. I clearly reviewed with the representative that I was going to be charged 9.99 a month and he even said to email closer to the end if trial and could likely get cheaper. It's clearly on the call and I would appreciate and aspect the company to honor what its representatives told it's customers.
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:· Universal Terms of Service Agreement· Domain Name Registration Agreement· Domain Name Proxy AgreementThe latest version of these agreements can be found at: [redacted]On January 29, 2013, the complainant purchased 3 domain names via an online transaction in their customer account. Domain A was purchased for a two year term, to which the complainant opted to add private registration services. Domains B and C were both registered for a one year term, respectively.Domains B and C renewed automatically on January 30, 2014 and January 30, 2015. Domain A automatically renewed for a two year term on January 30, 2015. GoDaddy was instructed to automatically renew these domains per the complainant’s account preferences, and did so in a Good Faith effort to honor its agreements with the complainant. GoDaddy provides its customers with full control over the automatic renewal feature at the time of purchase. Our customers may also, at any time, log into their account and modify this preference. GoDaddy also sent the complainant email notifications of the pending renewal prior to taking renewal action as directed by the complainant. Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant contacted GoDaddy’s customer care team after these domains automatically renewed on January 30, 2015. GoDaddy’s customer care agents assisted the customer in canceling these domains and processed a refund for the transaction. These funds have already left GoDaddy’s systems, however the complainant’s financial institution could take anywhere from 5 to 7 days to post the refund in question.As the complainant’s domains have been canceled and refunded, we believe their concerns to be resolved at this time.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
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 this agreement and other legal agreements may be found at: [redacted]On May 2, 2012, our customer purchased a Web Hosting plan for a one year term. This was for the period ending May 2, 2013.On May 2, 2013, per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question upon expiration and attempted to do so in a good faith effort to honor its agreements with our customer. Unfortunately, the attempt to renew the service using the credit card supplied to us had failed and the customer was notified via email the same day. On May 3, 2013 GoDaddy contacted our customer by phone to determine if they wanted to keep their service active. During this interaction, our customer agreed to renew their service for another two-year term. A different credit card was provided to complete the transaction.On May 2, 2015, per our customer's account preferences, GoDaddy was again instructed to automatically renew the services in question upon expiration, using the payment method supplied to us by our customer. GoDaddy attempted to do so in a good faith effort to honor its agreements with the customer. This attempt also failed and the customer was notified via email the same day. On May 6, 2015 GoDaddy contacted our customer by phone to determine if they wanted to keep their service. During this interaction, our customer agreed to renew their service for a two year term and used a checking account as the payment method to complete the transaction.On May 8, 2015, our customer contacted GoDaddy with a request to refund the renewal they had charged to their checking account and to apply the same fee to another payment option. This request was fulfilled during that interaction.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.GoDaddy does not arbitrarily choose which payment method is charged for any transaction. The transaction in question was processed utilizing the checking account supplied to us, at the instruction of our customer. GoDaddy uses a third-party check processing company, [redacted], Inc. for check transactions. In a transaction such as this, [redacted] will supply the funds to GoDaddy for the services or products rendered, and then in turn collect the funds directly from the customer.The refund processed by GoDaddy on May 8, 2015 may be held by [redacted] for up to 10 days. During that time [redacted] determines if they have any outstanding claims to those funds, such as if a sale from a different company that was processed through [redacted] was still owed. If [redacted] finds they have an outstanding claim, all or part of the refund will be applied to what is owed. Otherwise, the funds typically would be released back to the customer’s financial institution by the 11th day.Should our customer provide us the appropriate email contact information from their financial institution, as a gesture of goodwill, GoDaddy’s billing department can request a waiver of the overdraft fee on their behalf, however the authority to waive the overdraft fee charged to our customer ultimately resides solely with their financial institution.Education:If our customer does not receive the funds by the 11th day after the processed refund, they will need to contact [redacted] directly. We have provided their contact information below for the customer’s convenience:[redacted] Contact Info:[redacted]
[redacted]Our customer might also find the following support article helpful in the future for managing their GoDaddy account(s):Managing Renewals for Products and Services -[redacted]Updating Payment Methods for Renewing Products -[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.Kindest RegardsStephen J[redacted]Office of the CEO - GoDaddy[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted].GoDaddy previously offered free product credits, such as Workspace Email, with...
purchase of a domain name. However, these credits have been discontinued. Additionally, Workspace Email is no longer a product GoDaddy actively offers for sale, however, it is still a supported product.The free credits provided are canceled upon expiration of the domain the credits are associated to. Our customer had been utilizing a free Workspace Email plan with one of these credits. While this email credit was associated to one specific domain (domain A), the email address was utilized for use on a second domain (domain B). Our customer recently allowed domain A to expire, causing the email credit to be canceled on August 21, 2017. A cancelation notice was sent via email to the address on file upon cancelation.Our customer did not contact GoDaddy regarding this email address until September 6, 2017. Typically, GoDaddy can attempt to restore emails for our customers in cases of a canceled email account; however, the backups that GoDaddy restores from are only available for 14 rolling calendar days. As our customer’s email plan was canceled on August 21, 2017, no backups are available, other than any our customer independently saved. GoDaddy’s email accounts are not intended for archival purposes.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a gesture of goodwill, we have added a Personal Workspace Email plan to our customer’s account for a one-year term at no charge. Our customer would be responsible for any future renewal or upgrade charges.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The issue is godaddy is saying it's fixed but HOWEVER . If I re-enable the shadow effect ? I didn't have an issue with it before . Please ask them what is the shadow effect ? And I'm I the ONLY customer with that issue ? Godaddy is a BIG company and this is the 1st time they had this issue ?
Regards,
[redacted]
I spoke with a representative on the 25th of July that stated that the domain, was without a doubt, going to be transferred to me. AT NO TIME DID THIS REPRESENTATIVE STATE THAT I MIGHT NOT GET THE DOMAIN! This response is generic and unacceptable. I wish that GoDaddy would just be honest and forthright in the communications with their clients! This is an absurd excuse for customer service.
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. During purchase our customer agreed to the GoDaddy Universal Terms of Service Agreement which states they agree to the payment information being stored if they have active products within the account. Our customer can view the agreement at the following link: https://www.godaddy.com/agreements/showdoc.aspx?pageid=UTOSOur customer will want to review section 18, subsection A for the agreement they made when making their purchase.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
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. Our customer was properly informed if they chose to utilize GoDaddy's Website Builder product, they would need to construct a new website as the hosting plan our customer had been using was an entirely different product. Our customer has also been properly informed of GoDaddy's refund policy, publicly available at http://x.co/refund.Furthermore, our customer received the domain name registration in question at no cost for a 1-year term with purchase of the annual Website Builder plan.The Website Builder plan is 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 our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted].On July 27, 2017, a domain name our customer has been utilizing expired. Per our...
customer's account preferences, GoDaddy was instructed to not automatically renew the domain upon expiration and did not do so in a good faith effort to honor its agreements with our customer.As our customer did not renew the domain in a timely manner; to recover the domain within their GoDaddy account, additional fees have been incurred. However, the domain is still in a status which will allow our customer to retrieve the desired authorization code and transfer to another registrar, if desired. Our customer chose to submit this complaint instead of contacting our 24/7 Customer Care teams at [redacted] or via live chat at [redacted] for assistance.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office attempted to connect with our customer using the information they provided and was unsuccessful. Our customer may find the following articles helpful in retrieving the desired authorization code and transferring their expired domain to another registrar:Transferring Expired Domain Names:[redacted]Get an authorization code to transfer expired domains:[redacted]What happens after domain names expire?:[redacted]Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found a[redacted]Contrary to our customer’s understanding, there were four active domain registrations...
within our customer’s account, each with a December 24, 2017 expiration date. Per our customer’s account preferences, GoDaddy was instructed to automatically renew the domains upon their upcoming expiration. GoDaddy had proactively sent our customer a notice to inform our customer the expiring services would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences; account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office has since connected with our customer via phone to address and resolve all concerns to their satisfaction. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
The TIMELINE of the my purchase and the offer from GoDaddy is NOT CORRECT as delineated by the GoDaddy representative. In fact, I received the OFFER after I had completed a conversation with a representative regarding the fees for possible renewals. After I mentioned to the representative that I would go ahead and renew only certain domain names on my own, I hung up. The offer for the 25% off my NEXT PURCHASE was then sent to me. My NEXT PURCHASE was within minutes when I logged in to my account and proceeded to renew only certain domain names that were expiring that same day..and I purchased a couple of new names as well. I then noticed the email with the promo code just as I completed the renewal and purchase. I called GoDaddy to explain that my NEXT PURCHASE had just occurred and that I would like to have the promo discount applied to it. They refused. In their characteristic SUBPAR service, they insisted that it would have to be another "NEXT PURCHASE" because I had just completed that one without applying the code. AGAIN, the correct timeline is as follows: 1) I spoke to a representative about renewals - ultimately did not renew directly with him 2) Go Daddy sent me the promotional 25% discount via an email..and 3) I then renewed some domain names and purchased a couple more - then I called Go Daddy to apply the code and they outright refused - with a great deal of pretentiousness and condescension...I have the emails and timestamps for everything...so the agent from GoDaddy should go back and get his facts straight...his response is UNACCEPTABLE!
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 15, 2009, the domain name in question was acquired via Backorder and...
activated in our customer’s account. Our customer has renewed the domain regularly for two-year terms via online transactions.On May 2, 2009, a nameserver update was made to point the domain away from GoDaddy to a third party hosting provider.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy is only the registrar of record for the domain name in question. We have no control over the websites' content as the site files are hosted elsewhere.Our customer has no history of purchasing or maintaining a website hosting package within their account. When they contacted our Customer Care Team on April 10, 2017, and April 20, 2017, they were given accurate information.Per our customers stated concerns, we have disabled automatic renewal for the domain name and unless additional action is taken, the domain will expire February 15, 2018. GoDaddy will not be issuing a refund for the domain as the domain is no longer refund eligible. For our customer’s convenience, they may wish to review our refund policy located here: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ has discontinued email support, and added live chat as a support option due to high demand. This was done in the hopes of giving a timelier and more personal response to customer concerns.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 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 Website Builder Agreement• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted]On December February 17, 2013 during an online transaction the complainant purchased the Domain Names in question for a two year term. The Domain Names subsequently expired on February 18, 2015. A domain's expiration date is not arbitrarily set by GoDaddy. The complainant chose the initial date of registration, the term of registration ((and/or consolidation or renewal). At the time of purchase (and/or consolidation or renewal) the customer had many options available to them such as recording the expiration date in their ledger or calendar. While GoDaddy sent expiration notices before and after the domain's expiration date to the customer via email GoDaddy simply has no control over what happens to the email notice after it leaves our system or how the customer's ISP or email client chooses to handle the email once they receive it. If the 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 domains is solely a customer responsibility and the complainant agreed to this when they registered domains through GoDaddy. While we make a best effort to partner in our customer's success they must also be responsible for their actions or lack thereof. GoDaddy sent renewal notices prior to the expiration date on:• November 19, 2014• January 18, 2018• February 12, 2015 GoDaddy also sent notices after the expiration date on:• February 18, 2015• February 22, 2015• March 1, 2015On the day a domain name expires, in this case February 18, 2015 the complainants agreed and purchased term of domain registration ended. The complainant only registered the domain until this date. After the complainant's agreed and purchased term of domain registration ended GoDaddy (at our own cost) provided the customer with a 42 day grace period to renew or redeem the name.The complainant now wishes to redeem their expired Domain Names.RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.This is a time sensitive matter. As a onetime exception, we are willing to waive the $80 redemption fees for the Domain Names in question if the complainant contacts our office while they are still in an eligible status.EDUCATION: The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:What happens after domain names expire?[redacted]Can I renew my domain name after it expires?[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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:* Universal Terms of Service Agreement* Domain Name Registration Agreement* Hosting Agreement* Microsoft Office Terms of Use* Website Builder Service Agreement The latest version of these agreements can be found at: [redacted]On May 17, 2015, the complainant purchased a Basic Managed [redacted] hosting plan and domain name, both for a one year term. The complainant’s purchase was completed via an online transaction in their original customer account (Account A).On July 10, 2015, the complainant created a second customer account (Account B), and on that same day purchased an Office 365 Starter Email plan, Personal Website Builder product, and domain name, all for a one year term respectively. These purchases were also completed via online transaction without GoDaddy staff’s assistance.Shortly after the complainant completed their purchase in Account B, they contacted GoDaddy’s 24/7 Customer Care Center and indicated they did not intend to purchase the Website Builder product, and had intended to purchase Managed [redacted] hosting.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.If the complainant does not wish to use the Website Builder plan, they can cancel it from Account B, and GoDaddy will provide them with Basic Managed [redacted] hosting for a one-year term in its place as a goodwill gesture.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.EDUCATION:If the complainant wishes to move domains between GoDaddy customer accounts, the URL below will be useful to them:Moving a Domain Name Out of Your Account: [redacted]If the complainant wishes to utilize one customer account, they are welcome to contact our Customer Care Center staff, who are able to assist them through to process to merge customer accounts.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]
Thank you for the opportunity to address the complainant’s concerns.The complainant is not a GoDaddy customer, nor has GoDaddy entered into any relationship or agreements with the complainant.GoDaddy has no record of the complainant contacting our 24/7 Customer Care teams to discuss their concerns...
about the domain name and website hosting.RESOLUTION:The complainant will need to reach out to the account holder to discuss this matter or our 24/7 Customer Care teams if they have access to the account in question. Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. [redacted] called and she was an excellent listener and she apologized and stated that she would help to provide better training for the manager who handled poorly. This complain main point is helping Godaddy's customer service doing better job and to keep customers happily with them.
Regards,with
[redacted]
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On December 15, 2016, our customer purchased a Website Builder plan for a 1-year...
term. Website Builder is a proprietary, do-it-yourself, template based product to construct a website.On March 10, 2017, our customer canceled the Website Builder plan. Upon cancellation of the service, an email notification was sent to our customer containing details of the product cancellation. Our customer then contacted our customer care team, acknowledged the cancellation of the Website Builder, and requested assistance with forwarding their domain. Our customer care team provided the assistance requested.On March 11, 2017, our customer contacted our customer care team to dispute the cancellation of the Website Builder service. Our customer was correctly informed they had canceled the service prior to their interaction with our customer care teams and would need to purchase a new service if they desired to use the service again. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On March 11, 2017 our customer canceled the remaining products within their GoDaddy account and transferred their domain registration to another provider. Our office reached out to our customer via phone to discuss their concerns. Our customer declined to speak with us. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On April 22, 2015, our customer purchased a domain name for a one-year term. This...
domain automatically renewed on April 23, 2016 and again on April 23, 2017. Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date on:• January 22, 2017• February 21, 2017• March 23, 2017• April 17, 2017These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.On April 24, 2017, our customer connected with our support teams and together they worked to get the domain cancelled and refunded to our customer’s payment method. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. As the domain has been cancelled there are no longer any other products within the account in question.Thank you again for the opportunity to address the 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 our customer. We have reviewed this matter and would like to present the following.The customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:• Universal Terms of Service• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 30, 2012 our customer purchased three domain names with our Protected Registration and did so via an online transaction. More recently, on May 13, 2014 these services were automatically renewed per our customer’s account preferences. GoDaddy sent renewal notices prior to the renewal on:• January 31, 2014• February 28 2014 • March 2, 2014On December 16, 2014, the customer contacted GoDaddy’s support staff to remove the protected registration. Our representative then provided correct instructions to cancel the Protected Registration. Our customer has completed the process of removing the Protected Registration service from their domain name. They may now cancel the domain name registration from within their accountOne of the features of our premium 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.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The Protected Registration service functioned as advertised; keeping the domain from being canceled without proof of identification.As a goodwill gesture, we have refunded our customer the protected registration charge. However, the domains themselves are no longer refundable.EDUCATION:The following GoDaddy Support articles will be helpful to our customer in disabling automatic renewal and/or canceling an unwanted product:Managing Renewals for Products and Services - https://support.godaddy.com/help/article/725/managing-renewals-for-products-and-...⇄ Products - https://support.godaddy.com/help/article/7468/canceling-productsRefund Policy - https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
This is completely false. I think they need to review the hours worth of calls. When I was changed to a new plan I wasn't advised of price change. I was just told I was on the wrong platform. Later, on a call for IT help was I advised of a price change. The manger advised he was going to listen to call and honor the 9.99 a month if that was what was promised on call. I advised him to listen to the call in the last approx 10 minutes I was clearly told I was on the 9.99 plan. He said he would email me back within 72 hours not including the weekend. That email nor a return call was ever made. GoDaddy service has been horrible. I was bounced around to different platforms due to lack of training and given different bad information by several reprsentives. I'm going to be advising friends and family about the horrible service recieved. It's sad GoDaddy is making a customer jump through so many hoops and after filing the Revdex.com recieved they didn't take time to review calls and see what was said. This compliant was clearly filed because previous reprsentives gave bad info and notated my account incorrectly. I would like this department to review my calls and honor what was offered. I clearly reviewed with the representative that I was going to be charged 9.99 a month and he even said to email closer to the end if trial and could likely get cheaper. It's clearly on the call and I would appreciate and aspect the company to honor what its representatives told it's customers.
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:· Universal Terms of Service Agreement· Domain Name Registration Agreement· Domain Name Proxy AgreementThe latest version of these agreements can be found at: [redacted]On January 29, 2013, the complainant purchased 3 domain names via an online transaction in their customer account. Domain A was purchased for a two year term, to which the complainant opted to add private registration services. Domains B and C were both registered for a one year term, respectively.Domains B and C renewed automatically on January 30, 2014 and January 30, 2015. Domain A automatically renewed for a two year term on January 30, 2015. GoDaddy was instructed to automatically renew these domains per the complainant’s account preferences, and did so in a Good Faith effort to honor its agreements with the complainant. GoDaddy provides its customers with full control over the automatic renewal feature at the time of purchase. Our customers may also, at any time, log into their account and modify this preference. GoDaddy also sent the complainant email notifications of the pending renewal prior to taking renewal action as directed by the complainant. Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant contacted GoDaddy’s customer care team after these domains automatically renewed on January 30, 2015. GoDaddy’s customer care agents assisted the customer in canceling these domains and processed a refund for the transaction. These funds have already left GoDaddy’s systems, however the complainant’s financial institution could take anywhere from 5 to 7 days to post the refund in question.As the complainant’s domains have been canceled and refunded, we believe their concerns to be resolved at this time.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
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 this agreement and other legal agreements may be found at: [redacted]On May 2, 2012, our customer purchased a Web Hosting plan for a one year term. This was for the period ending May 2, 2013.On May 2, 2013, per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question upon expiration and attempted to do so in a good faith effort to honor its agreements with our customer. Unfortunately, the attempt to renew the service using the credit card supplied to us had failed and the customer was notified via email the same day. On May 3, 2013 GoDaddy contacted our customer by phone to determine if they wanted to keep their service active. During this interaction, our customer agreed to renew their service for another two-year term. A different credit card was provided to complete the transaction.On May 2, 2015, per our customer's account preferences, GoDaddy was again instructed to automatically renew the services in question upon expiration, using the payment method supplied to us by our customer. GoDaddy attempted to do so in a good faith effort to honor its agreements with the customer. This attempt also failed and the customer was notified via email the same day. On May 6, 2015 GoDaddy contacted our customer by phone to determine if they wanted to keep their service. During this interaction, our customer agreed to renew their service for a two year term and used a checking account as the payment method to complete the transaction.On May 8, 2015, our customer contacted GoDaddy with a request to refund the renewal they had charged to their checking account and to apply the same fee to another payment option. This request was fulfilled during that interaction.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.GoDaddy does not arbitrarily choose which payment method is charged for any transaction. The transaction in question was processed utilizing the checking account supplied to us, at the instruction of our customer. GoDaddy uses a third-party check processing company, [redacted], Inc. for check transactions. In a transaction such as this, [redacted] will supply the funds to GoDaddy for the services or products rendered, and then in turn collect the funds directly from the customer.The refund processed by GoDaddy on May 8, 2015 may be held by [redacted] for up to 10 days. During that time [redacted] determines if they have any outstanding claims to those funds, such as if a sale from a different company that was processed through [redacted] was still owed. If [redacted] finds they have an outstanding claim, all or part of the refund will be applied to what is owed. Otherwise, the funds typically would be released back to the customer’s financial institution by the 11th day.Should our customer provide us the appropriate email contact information from their financial institution, as a gesture of goodwill, GoDaddy’s billing department can request a waiver of the overdraft fee on their behalf, however the authority to waive the overdraft fee charged to our customer ultimately resides solely with their financial institution.Education:If our customer does not receive the funds by the 11th day after the processed refund, they will need to contact [redacted] directly. We have provided their contact information below for the customer’s convenience:[redacted] Contact Info:[redacted]
[redacted]Our customer might also find the following support article helpful in the future for managing their GoDaddy account(s):Managing Renewals for Products and Services -[redacted]Updating Payment Methods for Renewing Products -[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.Kindest RegardsStephen J[redacted]Office of the CEO - GoDaddy[redacted]
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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].GoDaddy previously offered free product credits, such as Workspace Email, with...
purchase of a domain name. However, these credits have been discontinued. Additionally, Workspace Email is no longer a product GoDaddy actively offers for sale, however, it is still a supported product.The free credits provided are canceled upon expiration of the domain the credits are associated to. Our customer had been utilizing a free Workspace Email plan with one of these credits. While this email credit was associated to one specific domain (domain A), the email address was utilized for use on a second domain (domain B). Our customer recently allowed domain A to expire, causing the email credit to be canceled on August 21, 2017. A cancelation notice was sent via email to the address on file upon cancelation.Our customer did not contact GoDaddy regarding this email address until September 6, 2017. Typically, GoDaddy can attempt to restore emails for our customers in cases of a canceled email account; however, the backups that GoDaddy restores from are only available for 14 rolling calendar days. As our customer’s email plan was canceled on August 21, 2017, no backups are available, other than any our customer independently saved. GoDaddy’s email accounts are not intended for archival purposes.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a gesture of goodwill, we have added a Personal Workspace Email plan to our customer’s account for a one-year term at no charge. Our customer would be responsible for any future renewal or upgrade charges.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The issue is godaddy is saying it's fixed but HOWEVER . If I re-enable the shadow effect ? I didn't have an issue with it before . Please ask them what is the shadow effect ? And I'm I the ONLY customer with that issue ? Godaddy is a BIG company and this is the 1st time they had this issue ?
Regards,
[redacted]
I spoke with a representative on the 25th of July that stated that the domain, was without a doubt, going to be transferred to me. AT NO TIME DID THIS REPRESENTATIVE STATE THAT I MIGHT NOT GET THE DOMAIN! This response is generic and unacceptable. I wish that GoDaddy would just be honest and forthright in the communications with their clients! This is an absurd excuse for customer service.
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. During purchase our customer agreed to the GoDaddy Universal Terms of Service Agreement which states they agree to the payment information being stored if they have active products within the account. Our customer can view the agreement at the following link: https://www.godaddy.com/agreements/showdoc.aspx?pageid=UTOSOur customer will want to review section 18, subsection A for the agreement they made when making their purchase.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
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. Our customer was properly informed if they chose to utilize GoDaddy's Website Builder product, they would need to construct a new website as the hosting plan our customer had been using was an entirely different product. Our customer has also been properly informed of GoDaddy's refund policy, publicly available at http://x.co/refund.Furthermore, our customer received the domain name registration in question at no cost for a 1-year term with purchase of the annual Website Builder plan.The Website Builder plan is 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 our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted].On July 27, 2017, a domain name our customer has been utilizing expired. Per our...
customer's account preferences, GoDaddy was instructed to not automatically renew the domain upon expiration and did not do so in a good faith effort to honor its agreements with our customer.As our customer did not renew the domain in a timely manner; to recover the domain within their GoDaddy account, additional fees have been incurred. However, the domain is still in a status which will allow our customer to retrieve the desired authorization code and transfer to another registrar, if desired. Our customer chose to submit this complaint instead of contacting our 24/7 Customer Care teams at [redacted] or via live chat at [redacted] for assistance.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office attempted to connect with our customer using the information they provided and was unsuccessful. Our customer may find the following articles helpful in retrieving the desired authorization code and transferring their expired domain to another registrar:Transferring Expired Domain Names:[redacted]Get an authorization code to transfer expired domains:[redacted]What happens after domain names expire?:[redacted]Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found a[redacted]Contrary to our customer’s understanding, there were four active domain registrations...
within our customer’s account, each with a December 24, 2017 expiration date. Per our customer’s account preferences, GoDaddy was instructed to automatically renew the domains upon their upcoming expiration. GoDaddy had proactively sent our customer a notice to inform our customer the expiring services would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences; account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office has since connected with our customer via phone to address and resolve all concerns to their satisfaction. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
The TIMELINE of the my purchase and the offer from GoDaddy is NOT CORRECT as delineated by the GoDaddy representative. In fact, I received the OFFER after I had completed a conversation with a representative regarding the fees for possible renewals. After I mentioned to the representative that I would go ahead and renew only certain domain names on my own, I hung up. The offer for the 25% off my NEXT PURCHASE was then sent to me. My NEXT PURCHASE was within minutes when I logged in to my account and proceeded to renew only certain domain names that were expiring that same day..and I purchased a couple of new names as well. I then noticed the email with the promo code just as I completed the renewal and purchase. I called GoDaddy to explain that my NEXT PURCHASE had just occurred and that I would like to have the promo discount applied to it. They refused. In their characteristic SUBPAR service, they insisted that it would have to be another "NEXT PURCHASE" because I had just completed that one without applying the code. AGAIN, the correct timeline is as follows: 1) I spoke to a representative about renewals - ultimately did not renew directly with him 2) Go Daddy sent me the promotional 25% discount via an email..and 3) I then renewed some domain names and purchased a couple more - then I called Go Daddy to apply the code and they outright refused - with a great deal of pretentiousness and condescension...I have the emails and timestamps for everything...so the agent from GoDaddy should go back and get his facts straight...his response is UNACCEPTABLE!
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 15, 2009, the domain name in question was acquired via Backorder and...
activated in our customer’s account. Our customer has renewed the domain regularly for two-year terms via online transactions.On May 2, 2009, a nameserver update was made to point the domain away from GoDaddy to a third party hosting provider.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy is only the registrar of record for the domain name in question. We have no control over the websites' content as the site files are hosted elsewhere.Our customer has no history of purchasing or maintaining a website hosting package within their account. When they contacted our Customer Care Team on April 10, 2017, and April 20, 2017, they were given accurate information.Per our customers stated concerns, we have disabled automatic renewal for the domain name and unless additional action is taken, the domain will expire February 15, 2018. GoDaddy will not be issuing a refund for the domain as the domain is no longer refund eligible. For our customer’s convenience, they may wish to review our refund policy located here: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ has discontinued email support, and added live chat as a support option due to high demand. This was done in the hopes of giving a timelier and more personal response to customer concerns.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 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 Website Builder Agreement• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted]On December February 17, 2013 during an online transaction the complainant purchased the Domain Names in question for a two year term. The Domain Names subsequently expired on February 18, 2015. A domain's expiration date is not arbitrarily set by GoDaddy. The complainant chose the initial date of registration, the term of registration ((and/or consolidation or renewal). At the time of purchase (and/or consolidation or renewal) the customer had many options available to them such as recording the expiration date in their ledger or calendar. While GoDaddy sent expiration notices before and after the domain's expiration date to the customer via email GoDaddy simply has no control over what happens to the email notice after it leaves our system or how the customer's ISP or email client chooses to handle the email once they receive it. If the 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 domains is solely a customer responsibility and the complainant agreed to this when they registered domains through GoDaddy. While we make a best effort to partner in our customer's success they must also be responsible for their actions or lack thereof. GoDaddy sent renewal notices prior to the expiration date on:• November 19, 2014• January 18, 2018• February 12, 2015 GoDaddy also sent notices after the expiration date on:• February 18, 2015• February 22, 2015• March 1, 2015On the day a domain name expires, in this case February 18, 2015 the complainants agreed and purchased term of domain registration ended. The complainant only registered the domain until this date. After the complainant's agreed and purchased term of domain registration ended GoDaddy (at our own cost) provided the customer with a 42 day grace period to renew or redeem the name.The complainant now wishes to redeem their expired Domain Names.RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.This is a time sensitive matter. As a onetime exception, we are willing to waive the $80 redemption fees for the Domain Names in question if the complainant contacts our office while they are still in an eligible status.EDUCATION: The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:What happens after domain names expire?[redacted]Can I renew my domain name after it expires?[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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:* Universal Terms of Service Agreement* Domain Name Registration Agreement* Hosting Agreement* Microsoft Office Terms of Use* Website Builder Service Agreement The latest version of these agreements can be found at: [redacted]On May 17, 2015, the complainant purchased a Basic Managed [redacted] hosting plan and domain name, both for a one year term. The complainant’s purchase was completed via an online transaction in their original customer account (Account A).On July 10, 2015, the complainant created a second customer account (Account B), and on that same day purchased an Office 365 Starter Email plan, Personal Website Builder product, and domain name, all for a one year term respectively. These purchases were also completed via online transaction without GoDaddy staff’s assistance.Shortly after the complainant completed their purchase in Account B, they contacted GoDaddy’s 24/7 Customer Care Center and indicated they did not intend to purchase the Website Builder product, and had intended to purchase Managed [redacted] hosting.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.If the complainant does not wish to use the Website Builder plan, they can cancel it from Account B, and GoDaddy will provide them with Basic Managed [redacted] hosting for a one-year term in its place as a goodwill gesture.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.EDUCATION:If the complainant wishes to move domains between GoDaddy customer accounts, the URL below will be useful to them:Moving a Domain Name Out of Your Account: [redacted]If the complainant wishes to utilize one customer account, they are welcome to contact our Customer Care Center staff, who are able to assist them through to process to merge customer accounts.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]
Thank you for the opportunity to address the complainant’s concerns.The complainant is not a GoDaddy customer, nor has GoDaddy entered into any relationship or agreements with the complainant.GoDaddy has no record of the complainant contacting our 24/7 Customer Care teams to discuss their concerns...
about the domain name and website hosting.RESOLUTION:The complainant will need to reach out to the account holder to discuss this matter or our 24/7 Customer Care teams if they have access to the account in question. Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. [redacted] called and she was an excellent listener and she apologized and stated that she would help to provide better training for the manager who handled poorly. This complain main point is helping Godaddy's customer service doing better job and to keep customers happily with them.
Regards,with
[redacted]