I am not sure what godaddy used to locate the accountThe email address used for Revdex.com is not the same as the one used for godaddyAmazingly yet, following the complaint and weeks after the order, they issued an email saying Payment canceled: Order [redacted] .It is amazing godaddy employs these type of practices and that a supposedly technologically advanced company make use of dated accounting software that takes the money without providing a service
Thank you for the opportunity to address our customer's additional concerns.We stand by our previous response Ultimately it is a customer’s responsibility to renew their products in a timely manner and maintain backups of their websiteContrary to our customer’s understanding we have confirmed that they were aware of the upcoming expiration of their hosting plan when they renewed it for an additional month on July 11, 2016, for the period ending August 2, Additionally, failed billing notifications were sent via email on August 19, and August 29, Our customer acknowledged their receipt during a call to our customer care center on November 11, We also have no record for transactions dated July 21, We do have records for two transactions dated July 11, to which our customer may be referringThe first for $was for a separate hosting plan and has since been refundedThe second for $was for the one month renewal of the hosting plan in questionThese transactions do not impact our responseThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M [redacted] Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the complainantWe have reviewed this matter and would like to present the followingThe complainant acknowledged and agreed to the following agreements upon conducting business with GoDaddy: • GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted] On April 16, during a call to our Customer Care Center the complaint purchased an Ultimate Hosting Account for a two year term.On August 12, the complainant contacted our Customer Care Center to discuss why their [redacted] based website was not displaying properly During the course of this call our agent identified changes to the site related to the complainant’s actions and installation of plug-ins to be the cause of the site’s problemsGoDaddy worked vigorously to resolve all of the technical issues the complainant experiencedUltimately it is a customer responsibility to maintain independent archival and backup copies of their website or server content and research plug-ins prior to installation and activation on the Word Press Platform.A Hosting Restore was provided to the complainant at a 50% discount of our standard pricing however, we have no control over the adverse effects that plug-ins may have on any website or its contentThe fee is not a punitive fee but it is one we charge for the restoration attempt service.We 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 opportunitiesGoDaddy strives to offer the best service levels in the industry.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception we have provided the complainant with a refund for cost of their Hosting Restore ($75.00), please allow to days for this to reflect with their financial institution.EDUCATION: The complainant might find these GoDaddy articles regarding [redacted] usefulHelpful [redacted] Articles: [redacted] Backing up and Restoring MySQL or MSSQL Databases: [redacted] 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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customerWe 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• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn August 18, 2011, our customer purchased the domain name registrations in question via online transaction, each for a two-year term This is for the period ending August 18, 2013.On August 19, GoDaddy was instructed to automatically renew each domain name upon expiration per our customer’s account preferences, and attempted to do so in a good faith effort to honor its agreements with the customer, However, the customer’s financial institution declined payment and our customer was notified of the failed transaction by emailGoDaddy sent renewal notices prior to the expiration date on:• May 20, 2013• June 19, 2013• July 19, 2013• August 3, 2013• August 13, 2013These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was takenGoDaddy also sent renewal notices after the expiration date on:• August 19, 2013• August 23, 2013These notices informed our customer of the next renewal attempt date and advised action may be required to avoid cancellation.Go Daddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any actionThese practices are discussed within the Universal Terms of Service Agreement referenced above On August 26, 2013, our customer’s financial institution provided GoDaddy with updated information for the payment method associated to these domains.On August 30, the domain names were successfully renewed, each for an additional two-year term, honoring our agreements with the customer in accordance with their account preferences This is for the period ending August 18, Following the transaction, an order confirmation was sent to our customer with itemized details.On August 19, 2015, GoDaddy was again instructed to automatically renew each domain name upon expiration per our customer’s account preferences and attempted to do so in a good faith effort to honor its agreements with the customer, The customer’s financial institution declined payment and our customer was notified of the failed transaction by emailGoDaddy sent renewal notices prior to the expiration date on:• May 20, 2015• June 19, 2015• July 19, 2015• August 3, 2015• August 13, 2015Notices were also sent after the expiration date on:• August 19, 2015• August 23, 2015On August 26, 2015, our customer’s financial institution again provided GoDaddy with updated information for the payment method associated to these domains via card updater services as referenced above.On August 30, the domain names were successfully renewed, each for an additional two-year term, honoring our agreements with the customer in accordance with their account preferences This is for the period ending August 18, Following the transaction, an order confirmation was sent to our customer with itemized details.On September 17, 2015, GoDaddy was notified by our customer’s financial institution that a chargeback had been processed against the latest renewal transaction Subsequently, the domain names have been removed from our customer’s account.At the time of purchase, the customer had many options available to them such as recording the expiration date in their ledger or calendarWhile 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.Account management and renewal of domains is solely a customer responsibility and our customer agreed to this when they registered domains through GoDaddyWhile we make a best effort to partner in our customer's success the customer must also be responsible for their actions or lack thereof.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.As our customer’s financial institution has initiated a chargeback, the funds paid for the domain names in question have been removed from GoDaddy, and we are unable to consider providing any goodwill gestures or refunds at this time.Our customer might find the following articles useful.Canceling Products -https://www.godaddy.com/help/canceling-products-7468Managing Renewals for Products and Services -https://support.godaddy.com/help/article/725/managing-renewals-for-products-and...⇄ 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 customer.Kindest regards,Gary H [redacted] Office of the CEO - [email protected] [redacted] ***Scottsdale, AZ
Thank you for the opportunity to address our customer’s additional concerns.We stand by our original responseThe Managed WordPress hosting service our customer purchased worked as intendedTo clarify, this service provides a hosting environment designed exclusively to host websites created with WordpressGoDaddy support for this service extends to making sure the hosting server is accessible and the core Wordpress application is installed and updated when new versions are released by WordpressCustom website content management is a customer responsibilityAs mentioned in our original response, our customer was advised GoDaddy offers a paid solution for customers seeking help with their website contentThis offering is separate from the hosting service purchased by our customer.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Stephen J***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 complainantWe 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 Service Agreement• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 31, the complainant purchased one year term of a Domain Name, Website Builder Plan and Starter Email plan during an online transaction The complainant experienced difficulties in publishing their Website Builder account contacted our Customer Care Center on February 1, 2014, the issue was resolved the next day RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of serviceAs with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to the complainantAs a onetime exception we have provided the complainant with a refund of $to cover the cost of their recent purchase Please allow to days for this to reflect with their financial institutionEDUCATION:The following URL may be helpful to the complainant should they require timely assistance in the future.Contacting GoDaddy Phone Support: [redacted] Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards, [redacted] ***
Thank you for your reply in this matterThere clearly is a misunderstanding, as there never was a problem with the login or passwordIn fact, your staff kept insisting that this was the problem, when no password change was ever requiredThat was not the problem, thus your staff did not resolve the problemEven today, I must open a private browser to have access to the email, which is inefficient and inconvenientMoreover, upon agreeing to the GoDaddy terms and package, email service is includedGiven the purchase is for over a decade of service with you, I entrusted my investment with your company, and I expect our agreement to be upheldI insist that compensation be granted, given the inconvenience and representation of the facts, as well as the breach in contract
There was no notification received that my website would deletedI am taking this to small claims for the full amount of damages received when the easy thing would have been to refund what I have been billed
I have received emails from Mike L [redacted] about my refund..I can not locate the refund he is referring to in his email Like I stated before the credit card the refund was applied to is an expired mastercardThis credit card expired on 5/I have called all my active mastercards and I do not have a refund from GoDaddyThe services were purchased 11/15, so it was impossible for me to use the expired credit card to purchase these services Obviously my account was not updated with the new credit card number and therefore I am left to try to find this refund....I would like a paper check from Go Daddy I'm sure they can stop payment on "the refund" and issue me a paper check I have forwarded all correspondence with MrL [redacted] to Marcia Garcia
Thank you for the opportunity to address the additional concerns presented by our customer.We were able to connect with our customer via phone to try and address their concernsGoDaddy provides multiple options our customers may use to gain access to an account and/or validate an accountOur customer chose to decline all of the options presented to them.Our customer may find the following help article useful for understanding GoDaddy’s process when a domain name expires: https://www.godaddy.com/help/what-happens-after-domain-names-expire-6700Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Melanie V [redacted] Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On July 4, 2014, our customer purchased the domain in question via online transaction for a two-year term On June 4, 2016, our customer manually renewed the domain for an additional year.On July 5, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question and did so in a good faith effort to honor its agreements with our customer By default, automatic renewals extend the domain registration by a length equal to the original registration, in this case, a two-year term.GoDaddy sent renewal notices prior to expiration on May 5, and June 29, These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was takenAccount management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The domain in question is outside of refund eligibility, per GoDaddy’s Refund Policy, found at: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&isc=statusdotOur customer may want to explore other options for the domain, such as selling or auctioning it.Furthermore, the domain currently resolves to GoDaddy’s parked nameservers, which will display a temporary Web page when visitors enter the domain in a browser Parking a domain is intended to indicate customers are putting it on hold while building a website, selling it, etc Customers are not required to park domains, and the parked page displayed is provided as a courtesy.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***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 complainantWe 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 Hosting Agreement• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted] The complainant enabled 2-Step Authentication on their GoDaddy account which provides an additional layer of security 2-Step Authentication requires an account holder to provide a numeric code received via text message along with their validation information to access the account 2-Step Authentication is a security feature that GoDaddy offers our customers to prevent account and domain hijacking, we provide this valuable service at no cost.On February 24, the complainant provided the requested documentation and 2-Step authentication was removed from their account.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of servicePer the complainant’s request 2-Step Authentication has been disabled on their GoDaddy accountShould they require assistance in accessing their account they can contact our Hour Customer Care Center at ###-###-####.EDUCATION:The complainant) might find this article useful:Disabling Two-Step Authentication [redacted] Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards, [redacted] Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On November 2, 2015, our customer purchased a Managed WordPress bundle via online transaction, which included a 3-month term of Managed WordPress hosting, a standard SSL and Office starter email for one-year terms Later that same day, our customer purchased a one month term of Office Email Essentials for a one-month period The Email Essentials plan has renewed monthly per our customer’s account preferences since purchase 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.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceOn December 6, 2016, our customer contacted GoDaddy to request a refund of one of their email plans They were properly informed that neither plan was refund-eligible at that time Account management is a customer responsibilityGoDaddy 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 review and manage their account settings to prevent further unwanted renewalsGoDaddy’s refund policy is available at: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&isc=statusdotThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thank you for responding to my complaintOne thing not addressed was the fact that the auto renewal price for the product was 10x the initial price paidImagine if you signed up for a Netflix account for 9.99, only to find out that auto-renewing meant you agreed to pay at the new price of $So I am shocked that you are even allowed to call that an 'auto-renewal' since really you are charging me substantially more for the exact same productSecondly, while upon digging I did find that you had sent me auto-renewal requests they had all gone straight to my spam folderTherefore I had no idea the renewal was occurringThirdly, you guys in your terms of service clearly state that you are able to provide refunds to people who request within a certain timeframe of auto-renewalHowever, for some bizarre reason you have a separate policy for .co addresses? I was aware that Go-Daddy had a convenient refund policy which is why I figured I would wait until after an auto-renewal occurred and then request a refundHowever instead you have this bizarre clause blocking refunds on .co addressesI have a theory as to why this is the case - I suspect it is because you offer .co addresses at a substantial discount (which gets suckers like me to sign up), then you jack up the price 10x on the auto-renew and prevent refundsThis is a quintessential sleazy business practice.I am going to continue making more an more noise about this bad business practice until the situation is rectified and I am refunded the full amount
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the complainantWe 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 Agreement • Hosting Agreement The latest version of these agreements can be found at: [redacted] On September 24, the complainant purchased GoDaddy’s starter Managed [redacted] shared hosting via an online transaction for a one year termThis product offering included a one-year domain registration The complainant also opted to purchase Private Registration for this domain On October 23, the complainant contacted GoDaddy’s customer care center to cancel these products and request a refund As part of the terms of the offer the complainant agreed to, any eligible hosting refunds provided would be less the retail cost of the domain in question, as the domain was outside of refund eligibility time frames The domain retail cost in this case, exceeded the amount the complainant paid for the entire offerAs a goodwill gesture, the complainant was provided a refund of their Private Registration purchase, a total of $ Resolution: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service As an additional goodwill gesture, we have fully refunded the additional products purchased, an overall total of $ Additionally, we appreciate the complainant’s candid feedback about our service levels and will ensure their concerns will be reviewed in an effort to identify improvement opportunities GoDaddy strives to offer the best service levels in the industry Education: Future refunds will be provided in accordance with GoDaddy’s refund policy, included at the URL listed below for the complainant’s convenience: Refund Policy [redacted] Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant Kindest Regards, [redacted] Office of the CEO - GoDaddy [redacted] , AZ [redacted] ###-###-#### Phone ###-###-#### Fax
We made several phone calls to cancel to subscription and as soon as we saw it on our credit card statement we called again to cancel and then we were told we had hours.NOT BEFORE
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On March 26, 2013, our customer purchased a Linux Web Hosting plan for one yearThis service has been renewed annually, most recently on March 26, On this date, 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 customerGoDaddy sent a renewal notice prior to the expiration date on March 16, 2017.On May 4, 2017, our customer canceled their Linux Web Hosting plan from within their accountOn June 8, 2017, our customer contacted GoDaddy to request a refund for the Linux Web Hosting they had canceled on May 4, Their request was denied in accordance with our Refund Policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer’s refund request was denied as the service in question was canceled outside the window of time in which it was eligible for a refundProducts renewed on an annual basis must be canceled within days of renewal to be refund eligibleWhile their request for a refund was correctly denied, as a onetime exception, GoDaddy has issued a refund for the time remaining on their Linux Web Hosting plan.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concernsGoDaddy stands by its previous response Customers agree they are solely responsible for the activity which occurs within their account Contrary to our customer’s understanding, the contact email address on the account was updated on December 1, A notification would have been sent to our customer via email notifying them of this changeIf customers do not follow recommended practices, such as using strong passwords, not sharing lor financial information with anyone, or enabling two-factor authentication, they run the risk of another party potentially gaining access to their account or information.Similar to a car’s title, the registrant of a domain name has certain rights to the domain, provided they can prove their identity with government-issued identification As long as our customer is listed as the registrant of any domains that may have been moved, they can continue to work with our domains team for further assistance.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Dear Dispute Resolution ConsultantThank you for the opportunity to address and bring clarity to the concerns presented by our customerWe 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• Domain Name Registration Agreement• Domain Name Transfer Agreement• Domain Name Proxy AgreementThe latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn May 30, 2011, our customer placed an order to transfer their domain to GoDaddy, via an online transactionDuring the purchase, they opted to add GoDaddy’s Protected Registration service, the highest level of protection for a domain name that GoDaddy offersThis premium, aservice provides private registration and also protects against the cancellation, expiration, or transfer of a domain nameDomain names which have this service cannot be cancelled or transferred until the Protected Registration is canceledThis is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so on October 7, 2015, in a good faith effort to honor its agreements with the customer.GoDaddy sent renewal notices prior to the expiration date on:• September 6, 2015• October 1, 2015These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was takenAccount management is a customer responsibility.On October 9, 2015, our customer contacted our support staff to request a refund for the renewal of the domain nameThey were advised that the domain must be canceled prior to issuing a refund and provided instructions for cancelling the Protected Registration servicePrior to submitting their complaint, our customer was unable to provide the necessary documentation to have the Protected Registration service cancelled.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.We have reached out to our customer and assisted them with the removal of the Protected Registration service It appears our customer has initiated a chargeback for the renewal transaction via their financial institutionDue to the chargeback we are unable to process any good faith refunds.Education:Our customer might find the following articles useful.WHAT IS PROTECTED REGISTRATION?https://www.godaddy.com/help/what-is-protected-registration-1286REF...⇄ POLICYhttps://www.godaddy.com/help/refund-policy-8849Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards,Stephen J***Office of the CEO - [email protected] [redacted] ***Scottsdale, AZ
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 15, 2017, our customer purchased a Self-Managed Windows Virtual Private Server (VPS) for a three-year term with assistance from GoDaddy’s customer care Self-Managed Servers and Virtual Private Servers are sold with the acknowledgement that the customer or an authorized party have server administration knowledge.On May 18, 2017, our customer contacted GoDaddy’s Customer Care to troubleshoot connection issues with their VPS After review and testing, GoDaddy’s hosting teams determined there were no blocks via the GoDaddy network causing our customer’s issues.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer may wish to review (or have their server administrator review) incoming connections and incoming packets on the VPS when their connection issues occur Again, administration of the VPS is the responsibility of the customer or their server administrator If they are unable or unsure of the steps to do so, they may wish to consider upgrading to a higher level of support, such as Managed or Fully Managed.The following article may be helpful to our customer in outlining GoDaddy’s server features and support:Which features does my Self Managed/Managed/Fully Managed server offer?https://www.godaddy.com/help/which-features-does-my-self-managedmanagedful...⇄ you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
I am not sure what godaddy used to locate the accountThe email address used for Revdex.com is not the same as the one used for godaddyAmazingly yet, following the complaint and weeks after the order, they issued an email saying Payment canceled: Order [redacted] .It is amazing godaddy employs these type of practices and that a supposedly technologically advanced company make use of dated accounting software that takes the money without providing a service
Thank you for the opportunity to address our customer's additional concerns.We stand by our previous response Ultimately it is a customer’s responsibility to renew their products in a timely manner and maintain backups of their websiteContrary to our customer’s understanding we have confirmed that they were aware of the upcoming expiration of their hosting plan when they renewed it for an additional month on July 11, 2016, for the period ending August 2, Additionally, failed billing notifications were sent via email on August 19, and August 29, Our customer acknowledged their receipt during a call to our customer care center on November 11, We also have no record for transactions dated July 21, We do have records for two transactions dated July 11, to which our customer may be referringThe first for $was for a separate hosting plan and has since been refundedThe second for $was for the one month renewal of the hosting plan in questionThese transactions do not impact our responseThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M [redacted] Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the complainantWe have reviewed this matter and would like to present the followingThe complainant acknowledged and agreed to the following agreements upon conducting business with GoDaddy: • GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted] On April 16, during a call to our Customer Care Center the complaint purchased an Ultimate Hosting Account for a two year term.On August 12, the complainant contacted our Customer Care Center to discuss why their [redacted] based website was not displaying properly During the course of this call our agent identified changes to the site related to the complainant’s actions and installation of plug-ins to be the cause of the site’s problemsGoDaddy worked vigorously to resolve all of the technical issues the complainant experiencedUltimately it is a customer responsibility to maintain independent archival and backup copies of their website or server content and research plug-ins prior to installation and activation on the Word Press Platform.A Hosting Restore was provided to the complainant at a 50% discount of our standard pricing however, we have no control over the adverse effects that plug-ins may have on any website or its contentThe fee is not a punitive fee but it is one we charge for the restoration attempt service.We 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 opportunitiesGoDaddy strives to offer the best service levels in the industry.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception we have provided the complainant with a refund for cost of their Hosting Restore ($75.00), please allow to days for this to reflect with their financial institution.EDUCATION: The complainant might find these GoDaddy articles regarding [redacted] usefulHelpful [redacted] Articles: [redacted] Backing up and Restoring MySQL or MSSQL Databases: [redacted] 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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customerWe 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• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn August 18, 2011, our customer purchased the domain name registrations in question via online transaction, each for a two-year term This is for the period ending August 18, 2013.On August 19, GoDaddy was instructed to automatically renew each domain name upon expiration per our customer’s account preferences, and attempted to do so in a good faith effort to honor its agreements with the customer, However, the customer’s financial institution declined payment and our customer was notified of the failed transaction by emailGoDaddy sent renewal notices prior to the expiration date on:• May 20, 2013• June 19, 2013• July 19, 2013• August 3, 2013• August 13, 2013These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was takenGoDaddy also sent renewal notices after the expiration date on:• August 19, 2013• August 23, 2013These notices informed our customer of the next renewal attempt date and advised action may be required to avoid cancellation.Go Daddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any actionThese practices are discussed within the Universal Terms of Service Agreement referenced above On August 26, 2013, our customer’s financial institution provided GoDaddy with updated information for the payment method associated to these domains.On August 30, the domain names were successfully renewed, each for an additional two-year term, honoring our agreements with the customer in accordance with their account preferences This is for the period ending August 18, Following the transaction, an order confirmation was sent to our customer with itemized details.On August 19, 2015, GoDaddy was again instructed to automatically renew each domain name upon expiration per our customer’s account preferences and attempted to do so in a good faith effort to honor its agreements with the customer, The customer’s financial institution declined payment and our customer was notified of the failed transaction by emailGoDaddy sent renewal notices prior to the expiration date on:• May 20, 2015• June 19, 2015• July 19, 2015• August 3, 2015• August 13, 2015Notices were also sent after the expiration date on:• August 19, 2015• August 23, 2015On August 26, 2015, our customer’s financial institution again provided GoDaddy with updated information for the payment method associated to these domains via card updater services as referenced above.On August 30, the domain names were successfully renewed, each for an additional two-year term, honoring our agreements with the customer in accordance with their account preferences This is for the period ending August 18, Following the transaction, an order confirmation was sent to our customer with itemized details.On September 17, 2015, GoDaddy was notified by our customer’s financial institution that a chargeback had been processed against the latest renewal transaction Subsequently, the domain names have been removed from our customer’s account.At the time of purchase, the customer had many options available to them such as recording the expiration date in their ledger or calendarWhile 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.Account management and renewal of domains is solely a customer responsibility and our customer agreed to this when they registered domains through GoDaddyWhile we make a best effort to partner in our customer's success the customer must also be responsible for their actions or lack thereof.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.As our customer’s financial institution has initiated a chargeback, the funds paid for the domain names in question have been removed from GoDaddy, and we are unable to consider providing any goodwill gestures or refunds at this time.Our customer might find the following articles useful.Canceling Products -https://www.godaddy.com/help/canceling-products-7468Managing Renewals for Products and Services -https://support.godaddy.com/help/article/725/managing-renewals-for-products-and...⇄ 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 customer.Kindest regards,Gary H [redacted] Office of the CEO - [email protected] [redacted] ***Scottsdale, AZ
Thank you for the opportunity to address our customer’s additional concerns.We stand by our original responseThe Managed WordPress hosting service our customer purchased worked as intendedTo clarify, this service provides a hosting environment designed exclusively to host websites created with WordpressGoDaddy support for this service extends to making sure the hosting server is accessible and the core Wordpress application is installed and updated when new versions are released by WordpressCustom website content management is a customer responsibilityAs mentioned in our original response, our customer was advised GoDaddy offers a paid solution for customers seeking help with their website contentThis offering is separate from the hosting service purchased by our customer.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Stephen J***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 complainantWe 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 Service Agreement• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 31, the complainant purchased one year term of a Domain Name, Website Builder Plan and Starter Email plan during an online transaction The complainant experienced difficulties in publishing their Website Builder account contacted our Customer Care Center on February 1, 2014, the issue was resolved the next day RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of serviceAs with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to the complainantAs a onetime exception we have provided the complainant with a refund of $to cover the cost of their recent purchase Please allow to days for this to reflect with their financial institutionEDUCATION:The following URL may be helpful to the complainant should they require timely assistance in the future.Contacting GoDaddy Phone Support: [redacted] Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards, [redacted] ***
Thank you for your reply in this matterThere clearly is a misunderstanding, as there never was a problem with the login or passwordIn fact, your staff kept insisting that this was the problem, when no password change was ever requiredThat was not the problem, thus your staff did not resolve the problemEven today, I must open a private browser to have access to the email, which is inefficient and inconvenientMoreover, upon agreeing to the GoDaddy terms and package, email service is includedGiven the purchase is for over a decade of service with you, I entrusted my investment with your company, and I expect our agreement to be upheldI insist that compensation be granted, given the inconvenience and representation of the facts, as well as the breach in contract
There was no notification received that my website would deletedI am taking this to small claims for the full amount of damages received when the easy thing would have been to refund what I have been billed
I have received emails from Mike L [redacted] about my refund..I can not locate the refund he is referring to in his email Like I stated before the credit card the refund was applied to is an expired mastercardThis credit card expired on 5/I have called all my active mastercards and I do not have a refund from GoDaddyThe services were purchased 11/15, so it was impossible for me to use the expired credit card to purchase these services Obviously my account was not updated with the new credit card number and therefore I am left to try to find this refund....I would like a paper check from Go Daddy I'm sure they can stop payment on "the refund" and issue me a paper check I have forwarded all correspondence with MrL [redacted] to Marcia Garcia
Thank you for the opportunity to address the additional concerns presented by our customer.We were able to connect with our customer via phone to try and address their concernsGoDaddy provides multiple options our customers may use to gain access to an account and/or validate an accountOur customer chose to decline all of the options presented to them.Our customer may find the following help article useful for understanding GoDaddy’s process when a domain name expires: https://www.godaddy.com/help/what-happens-after-domain-names-expire-6700Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Melanie V [redacted] Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On July 4, 2014, our customer purchased the domain in question via online transaction for a two-year term On June 4, 2016, our customer manually renewed the domain for an additional year.On July 5, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question and did so in a good faith effort to honor its agreements with our customer By default, automatic renewals extend the domain registration by a length equal to the original registration, in this case, a two-year term.GoDaddy sent renewal notices prior to expiration on May 5, and June 29, These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was takenAccount management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The domain in question is outside of refund eligibility, per GoDaddy’s Refund Policy, found at: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&isc=statusdotOur customer may want to explore other options for the domain, such as selling or auctioning it.Furthermore, the domain currently resolves to GoDaddy’s parked nameservers, which will display a temporary Web page when visitors enter the domain in a browser Parking a domain is intended to indicate customers are putting it on hold while building a website, selling it, etc Customers are not required to park domains, and the parked page displayed is provided as a courtesy.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***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 complainantWe 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 Hosting Agreement• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted] The complainant enabled 2-Step Authentication on their GoDaddy account which provides an additional layer of security 2-Step Authentication requires an account holder to provide a numeric code received via text message along with their validation information to access the account 2-Step Authentication is a security feature that GoDaddy offers our customers to prevent account and domain hijacking, we provide this valuable service at no cost.On February 24, the complainant provided the requested documentation and 2-Step authentication was removed from their account.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of servicePer the complainant’s request 2-Step Authentication has been disabled on their GoDaddy accountShould they require assistance in accessing their account they can contact our Hour Customer Care Center at ###-###-####.EDUCATION:The complainant) might find this article useful:Disabling Two-Step Authentication [redacted] Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards, [redacted] Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On November 2, 2015, our customer purchased a Managed WordPress bundle via online transaction, which included a 3-month term of Managed WordPress hosting, a standard SSL and Office starter email for one-year terms Later that same day, our customer purchased a one month term of Office Email Essentials for a one-month period The Email Essentials plan has renewed monthly per our customer’s account preferences since purchase 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.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceOn December 6, 2016, our customer contacted GoDaddy to request a refund of one of their email plans They were properly informed that neither plan was refund-eligible at that time Account management is a customer responsibilityGoDaddy 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 review and manage their account settings to prevent further unwanted renewalsGoDaddy’s refund policy is available at: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&isc=statusdotThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thank you for responding to my complaintOne thing not addressed was the fact that the auto renewal price for the product was 10x the initial price paidImagine if you signed up for a Netflix account for 9.99, only to find out that auto-renewing meant you agreed to pay at the new price of $So I am shocked that you are even allowed to call that an 'auto-renewal' since really you are charging me substantially more for the exact same productSecondly, while upon digging I did find that you had sent me auto-renewal requests they had all gone straight to my spam folderTherefore I had no idea the renewal was occurringThirdly, you guys in your terms of service clearly state that you are able to provide refunds to people who request within a certain timeframe of auto-renewalHowever, for some bizarre reason you have a separate policy for .co addresses? I was aware that Go-Daddy had a convenient refund policy which is why I figured I would wait until after an auto-renewal occurred and then request a refundHowever instead you have this bizarre clause blocking refunds on .co addressesI have a theory as to why this is the case - I suspect it is because you offer .co addresses at a substantial discount (which gets suckers like me to sign up), then you jack up the price 10x on the auto-renew and prevent refundsThis is a quintessential sleazy business practice.I am going to continue making more an more noise about this bad business practice until the situation is rectified and I am refunded the full amount
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the complainantWe 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 Agreement • Hosting Agreement The latest version of these agreements can be found at: [redacted] On September 24, the complainant purchased GoDaddy’s starter Managed [redacted] shared hosting via an online transaction for a one year termThis product offering included a one-year domain registration The complainant also opted to purchase Private Registration for this domain On October 23, the complainant contacted GoDaddy’s customer care center to cancel these products and request a refund As part of the terms of the offer the complainant agreed to, any eligible hosting refunds provided would be less the retail cost of the domain in question, as the domain was outside of refund eligibility time frames The domain retail cost in this case, exceeded the amount the complainant paid for the entire offerAs a goodwill gesture, the complainant was provided a refund of their Private Registration purchase, a total of $ Resolution: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service As an additional goodwill gesture, we have fully refunded the additional products purchased, an overall total of $ Additionally, we appreciate the complainant’s candid feedback about our service levels and will ensure their concerns will be reviewed in an effort to identify improvement opportunities GoDaddy strives to offer the best service levels in the industry Education: Future refunds will be provided in accordance with GoDaddy’s refund policy, included at the URL listed below for the complainant’s convenience: Refund Policy [redacted] Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant Kindest Regards, [redacted] Office of the CEO - GoDaddy [redacted] , AZ [redacted] ###-###-#### Phone ###-###-#### Fax
We made several phone calls to cancel to subscription and as soon as we saw it on our credit card statement we called again to cancel and then we were told we had hours.NOT BEFORE
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On March 26, 2013, our customer purchased a Linux Web Hosting plan for one yearThis service has been renewed annually, most recently on March 26, On this date, 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 customerGoDaddy sent a renewal notice prior to the expiration date on March 16, 2017.On May 4, 2017, our customer canceled their Linux Web Hosting plan from within their accountOn June 8, 2017, our customer contacted GoDaddy to request a refund for the Linux Web Hosting they had canceled on May 4, Their request was denied in accordance with our Refund Policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer’s refund request was denied as the service in question was canceled outside the window of time in which it was eligible for a refundProducts renewed on an annual basis must be canceled within days of renewal to be refund eligibleWhile their request for a refund was correctly denied, as a onetime exception, GoDaddy has issued a refund for the time remaining on their Linux Web Hosting plan.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concernsGoDaddy stands by its previous response Customers agree they are solely responsible for the activity which occurs within their account Contrary to our customer’s understanding, the contact email address on the account was updated on December 1, A notification would have been sent to our customer via email notifying them of this changeIf customers do not follow recommended practices, such as using strong passwords, not sharing lor financial information with anyone, or enabling two-factor authentication, they run the risk of another party potentially gaining access to their account or information.Similar to a car’s title, the registrant of a domain name has certain rights to the domain, provided they can prove their identity with government-issued identification As long as our customer is listed as the registrant of any domains that may have been moved, they can continue to work with our domains team for further assistance.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Dear Dispute Resolution ConsultantThank you for the opportunity to address and bring clarity to the concerns presented by our customerWe 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• Domain Name Registration Agreement• Domain Name Transfer Agreement• Domain Name Proxy AgreementThe latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn May 30, 2011, our customer placed an order to transfer their domain to GoDaddy, via an online transactionDuring the purchase, they opted to add GoDaddy’s Protected Registration service, the highest level of protection for a domain name that GoDaddy offersThis premium, aservice provides private registration and also protects against the cancellation, expiration, or transfer of a domain nameDomain names which have this service cannot be cancelled or transferred until the Protected Registration is canceledThis is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so on October 7, 2015, in a good faith effort to honor its agreements with the customer.GoDaddy sent renewal notices prior to the expiration date on:• September 6, 2015• October 1, 2015These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was takenAccount management is a customer responsibility.On October 9, 2015, our customer contacted our support staff to request a refund for the renewal of the domain nameThey were advised that the domain must be canceled prior to issuing a refund and provided instructions for cancelling the Protected Registration servicePrior to submitting their complaint, our customer was unable to provide the necessary documentation to have the Protected Registration service cancelled.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.We have reached out to our customer and assisted them with the removal of the Protected Registration service It appears our customer has initiated a chargeback for the renewal transaction via their financial institutionDue to the chargeback we are unable to process any good faith refunds.Education:Our customer might find the following articles useful.WHAT IS PROTECTED REGISTRATION?https://www.godaddy.com/help/what-is-protected-registration-1286REF...⇄ POLICYhttps://www.godaddy.com/help/refund-policy-8849Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards,Stephen J***Office of the CEO - [email protected] [redacted] ***Scottsdale, AZ
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 15, 2017, our customer purchased a Self-Managed Windows Virtual Private Server (VPS) for a three-year term with assistance from GoDaddy’s customer care Self-Managed Servers and Virtual Private Servers are sold with the acknowledgement that the customer or an authorized party have server administration knowledge.On May 18, 2017, our customer contacted GoDaddy’s Customer Care to troubleshoot connection issues with their VPS After review and testing, GoDaddy’s hosting teams determined there were no blocks via the GoDaddy network causing our customer’s issues.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer may wish to review (or have their server administrator review) incoming connections and incoming packets on the VPS when their connection issues occur Again, administration of the VPS is the responsibility of the customer or their server administrator If they are unable or unsure of the steps to do so, they may wish to consider upgrading to a higher level of support, such as Managed or Fully Managed.The following article may be helpful to our customer in outlining GoDaddy’s server features and support:Which features does my Self Managed/Managed/Fully Managed server offer?https://www.godaddy.com/help/which-features-does-my-self-managedmanagedful...⇄ you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy