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 February 23, 2017, our customer activated a free day trial version of GoDaddy’s
website builderOn March 23, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the website builder service and did so in a good faith effort to honor its agreements with our customer.On March 24, 2017, our customer contacted GoDaddy and requested monthly billing instead of annual billing for the website builder serviceOur customer was advised that monthly billing for the website builder was not an optionThey were offered a reduced price for the annual service which they agreed toThe March renewal was refunded to InStore creditThe website builder service was then renewed for one year at the reduced price using the InStore credit fundsThe remaining InStore credit balance was returned to our customer’s original payment method.On April 25, 2017, our customer contacted GoDaddy to cancel the website builder serviceOur customer was issued an InStore credit following the cancellation of the service.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy has issued a refund to our customer’s original payment method for the balance of their InStore creditPrior to doing so, a separate service within our customer’s account was automatically renewed per their account preferences using a portion of the InStore credit balanceThank 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 concernsAs previously stated, the issue was quickly identified and resolvedGiven the nature of the intermittent issue, our support representatives provided our customer with alternate hosting optionsThese options were denied by our customerIf our customer has additional hosting related concerns, they should connect with our 24/Professional Hosting Support teams via phone at 480-505-8877.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by our customerWe would like to present the following: Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at:
*** On January 2, our customer purchased a Virtual Private Server (VPS) for a month to month termThis VPS has billed monthly ever since per our customer’s account preferencesWhile unforeseen technical issues may arise from time to time it is a customer responsibility to manage their Virtual Private ServerIn this case, our customer reported an issue on April 13, pertaining to not being able to login to their VPSOn April 14, our server support team sent an email to the customer notifying them that the issue had been resolvedOn June 16, our customer contacted GoDaddy’s customer care team regarding the same issueThe customer stated that they were still unable to login to the VPSWe were able to duplicate the issue but more information was needed from the customerRESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceOur customer was informed via phone and email in April that more information regarding changes that were made from their end needed to be providedCustomer did not respond to the email from our server team and did not follow up with GoDaddy again for monthsThe Virtual Private Server monthly renewal is currently non-refundableTo resolve the issue, we suggest that the customer reach out to our server support team with the initial requested informationThey can be reached at *** or via chat *** Thank you again for the opportunity to address the concerns presented by our customerKindest regards, KayJay R*** Office of the CEO - GoDaddy
10/was the first of my knowledge receiving any type of "notification" that my site had been infected by any type of malware10/I made an initial contact with GoDaddy to see what my options were for making my site more secure10/I contacted GoDaddy AGAIN and opted to purchase an SSL certificate and web security for the prevention as well as the removal of Malware. 10/I worked inside my administrative Dashboard and the site "appeared" to be working fine. A few hours later I could not log into my dashboard to make ANY administrative changes to my site and the only difference was the purchase of GoDaddy's "security" products.10/I called tech support and spoke with two or three different representatives until I was finally able to reach someone by the name of Juan A Gutierrez who seemed to be the only one who had a bit of knowledge about my situation. He thought that the reason I could not log in was related to whitelisting IP addresses and URLs . It worked for a time, and then the SAME problem happened again and I was locked out10/I called later that dayand 10/I had the SAME thing happen again and some of the reps would help me get into the dashboard and some wouldn't. I finally called again on 10/and reached someone who gave me a sort of plausible explanation but why make your customers suffer when they could have explained and offered me the RIGHT product RIGHT away versus hazing me and using scared tactics to get me to purchase the other products. If they had offered me the RIGHT product at the RIGHT time, I could have saved time, money, and frustration and STILL had access to my site's admin dashboard--which I STILL don't at this time. They DID NOT uphold their product, guarantee, nor service because the problem is still unresolved and all they care about is money and not me being able to operate my site
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.In June 2017, GoDaddy received chargeback complaints from our account holder’s bankThese complaints told
us the charges in question had not been authorizedAs a result, two of the three services involved were canceledLater, refunds of the charges in question were provided to the account holder’s payment method.While the matter of the chargeback was being addressed, the service in question, which had not been canceled, cycled through the standard expiration and cancellation processThis process includes days of free service before the product is removed from the account if a renewal does not take placeThis service was not set to automatically renew and did not do so in accordance with our customer’s account preferencesThe account holder was provided with three failed billing notifications prior to the cancellation of the plan due to non-paymentRESOLUTION:The account holder will need to purchase a new hosting plan for the website in question and the account holder will have until July 31, to request a recovery of the website contentGiven there is no guarantee the content will still be available we recommend our customer take action as soon as possible.Account management is a customer responsibilityGoDaddy accounts are intended to be used as single user accountsWe urge our customer to review their account and ensure all products and services are set up for renewal in accordance with their wishesThank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Terri H***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concernsAs stated in our original response, GoDaddy sent multiple renewal notices prior to the expiration datesThese notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken.GoDaddy’s Universal Terms of Service Agreement, which our customer agreed to upon conducting business with us, clearly discuss our automatic renewal serviceAdditionally, there is a notice on the page where customers submit their order for processing that informs them their product will be automatically renewedThis notice is displayed directly below the button customers click to complete their purchase.We understand our customer has choices, however, as mentioned in our original response, we are past the point in which the registry will return the funds paid for the renewal of the domains in questionAs such, we stand by our original response.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 additional concerns presented by the complainantContrary to the complainant’s understanding, the domain and associated Protected Registration service were purchased via online transaction, without the assistance of GoDaddy’s customer care agents As part of the Universal Terms of Service Agreement the complainant acknowledged and agreed to provide government-issued photo identification and, if necessary, government issued business identification for verification of identityThe complainant opted to add the Protected Registration service, the highest level of protection for a domain name that GoDaddy offers, and requires submission of valid identification information by the domain name registrant (as listed within their DomainsByProxy.com account) in order to cancel As part of the same terms of service, the complainant also agreed that a valid payment method must be kept on file if any products or services are active in their account Again, the complainant has been informed what information is required to cancel Protected Registration, and it is the complainant’s responsibility to submit the requested documentation, if they are the domain name registrantOnce this documentation has been received and verified by our Domain Services team, the service may then be canceled. However, unless the registrant completes the cancellation process and provides the proper identification, GoDaddy will continue to honor its terms of service and its agreements in good faith with the registrant of the domain.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,*** ***Office of the CEO - GoDaddy*** ** *** *** *** ***Scottsdale, AZ
Thank you for the opportunity to address the concerns presented by our customerOur customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at: *** On June 13,
our customer reached out to our 24/support teams regarding trouble they were experiencing processing a domain name transferThe domain name was a .FM extension which required an authorization code provided by our ccTLD Processing teamOn June 15, our customer was provided with the correct authorization code and the domain name transfer was requested and completed by our customerRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Contrary to our customers understanding, an incorrect authorization code was not intentionally providedCertain domain name extensions require authorization codes not available through our Domain Control CenterThe domain name in question had an expiration date of August 10, The renewal of the domain name was neither required nor suggested by our support representativesThe domain was successfully transferred away and the renewal time with itThank you again for the opportunity to address and bring clarity to the concerns presented by our customerKindest regards,Terri H***Office of the CEO - GoDaddy
I understand they were sending renewal notices to an email account I was no longer using However, that does not justify the lack of action when the original auto-renewal call was put in place I did not have access to that email account at the time the notices were sent out
Dear Dispute Resolution Consultant
Thank you for bringing this matter to our attentionWe have reviewed our customer's correspondence and the GoDaddy account in question to which we would like to present the following
Prior to the purchase of products and services our customer acknowledged the
following agreements:
• Universal Terms of Service Agreement• Domain Name Registration Agreement
The latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx
The domain name in question expired on June 1, Per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question and, using the payment method provided by the customer, made multiple attempts to do so in a Good Faith effort to honor its agreements with themUnfortunately, these attempts were unsuccessful.GoDaddy proactively sent multiple notices pre- and post-expiration to the customerFurthermore, on multiple occasions, a member of our customer appreciation team did attempt to connect with our customer via phone to address the failed billingUnfortunately, all of these attempts failed and messages were left.GoDaddy sent renewal notices prior to the expiration date on:• March 9, 2014• March 30, 2014• April 29, 2014• May 17, 2014• May 27, 2014GoDaddy sent notices after the expiration date on:• June 2, 2014• June 6, 2014• June 13, 2014GoDaddy attempted to connect with our customer via phone on:• June 3, 2014• June 4, 2014• June 5, 2014• June 10, 2014• June 11, 2014• June 12, 2014• June 13, 2014GoDaddy must rely upon its customers for information that we would otherwise be unaware of, such as updated payment information or the use of a new email addressAccount management is a customer responsibility
Because the domain was not renewed by our customer, it followed the lifecycle for an expired domain and has since been registered by another party
Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.GoDaddy did not sell the domain name to the current registrantAccording to the public Whois directory, registration services appear to be provided by ***
Based on the information provided to us by the customer and our internal investigation, there is no evidence to support their hacking claimTo be clear, the current website’s content, which appears to be the sole basis of our customer’s claim, is not hosted by GoDaddyInstead, our research shows this situation was the result of the customer not taking any action and allowing the domain name to expireAccount management and the renewal of domains is solely a customer responsibility and our customer agreed to this when they registered domains through GoDaddy
Education:The customer might find the following articles useful.What happens after domain names expire?https://support.godaddy.com/help/article/
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer
Kindest Regards
*** ***Office of the CEO - GoDaddy***@GoDaddy.com*** ** *** *** *** ***Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
payment was made on october , for both services that the representative asked me to pay there were a charge and another charge of that the representative was suppose to charge on my account which he did as matter fact the representative was trying to get me pay for two years up front which I did not do because I don't like their customer service they are rude my password got changed a month later who change my passwords for both emailsa representative name zack Ctold me they went to update.com to access my account and change all my passwords goddady representatives are liars and try to still money from their customers the representative was supposed to charge about from my debit card on october now if he made a mistake not to charge the right amount on the october it is not my fault they have to blame their workers not me therefore I should not pay for the consequences
Thank you for the opportunity to address our customer’s additional concerns.As stated in our original response, our customer's agreed to and purchased term for Website Builder ended on July 20, GoDaddy then provided days of live site service without receiving paymentOn July 30, 2016, our customer’s Website Builder was suspended and their domain redirected to a page with a message indicating the site was unavailableOur customer’s content remained on our servers for another days following the service suspensionGoDaddy provided a total of days of service without payment prior to cancellation on August 9, 2016.Additionally, GoDaddy attempted to proactively notify our customer regarding their Website Builder by sending failed billing notification emails on July 20, and July 30, 2016.During interactions following the cancelation of our customers Website Builder, GoDaddy provided several gestures of goodwill to assist our customer in getting their site back on lineUltimately, however, account management is a customer’s responsibility.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D***Office of the CEO - GoDaddy
Thank you for the opportunity to address and bring clarity to the additional concerns presented.We stand by our previous response As with all service providers, GoDaddy had unexpected technical issues and worked quickly to resolve them Our terms of service do provide a 99.9% uptime guarantee and if not met, we provide 5% of the monthly hosting feeGoDaddy has already provided a full month of service at no additional cost which is more than our agreement offerings.Thank you again for the opportunity to address the additional concerns presented.Kindest regards, KayJay R***Office of the CEO- GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and am reluctantly selecting "accept", although I think it is terrible service for a business to request I dial a long distance telephone number to resolve my complaint when I have already notified them of my complaint in writingI have called this number, and they were more helpful than *** ***' officeThey instructed me on how to remove the products from my account, which I have done, and refunded my money, which in my opinion, should have been done in response to my complaintThere is no reason I should have had to call them to accomplish this; they had all the pertinent information alreadyNevertheless the matter is resolvedI have been informed that the refund will post to my account 7-days from nowI suppose if there is a problem with this, I will reopen my complaint at that time
Regards,
*** ***
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 Agreement• Domain Name Proxy Agreement
The latest version of these agreements and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx
On May 4, our customer made a purchase for multiple domain names via an online transaction for a one year termAt this time, our customer had selected to have the domains set for automatic renewal at the end of their current term.GoDaddy sent renewal notices prior to the expiration date on:• February 2, 2015• March 4, 2015• April 3, 2015• April 18, 2015• April 28, 2015Per our customer’s account preferences, GoDaddy was instructed to automatically renew their services and did so in a good faith effort to honor its agreements with the customerGoDaddy provides customers full control over the automatic renewal feature from within their accountAccount management is a customer responsibility.Our customer was also sent confirmation of the transaction in question on:• May 3,
The customer contacted our support staff twice on May 5, to request a refund, at which time they were provided accurate information and advised that they were not eligible for a refund, per our Refund Policy
When a domain name is registered or renewed, GoDaddy acts like a broker in the sense that we are taking an order from the customer (registrant) and buying/renewing the domain(s) from the Registry on behalf of the customerIt is then up to the Registry to decide if they will take back an order, return the funds, and the timeframe in which they would do soIn this case, the .co Registry does not allow for refunds on renewals of this domain name extension as stated in our Refund Policy
Resolution:
GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service
GoDaddy has already provided the renewal money to the Registry and as such, we are unable to absorb the cost of our customer’s domain renewals
Education:
The customer might find the following support articles helpful:
Refund Policyhttps://support.godaddy.com/help/article/
Managing Renewals for Products and Serviceshttps://support.godaddy.com/help/article/
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer
Kindest Regards
*** ***Office of the CEO - GoDaddy***@GoDaddy.com*** ** *** *** *** ***Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the concerns presented by our customerWe would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at:
https://www.godaddy.com/legal-agreements.aspx On February 14, our customer modified the Registrant contact information associated with their domain name. A 60-day lock (“Transfer Prohibition Period”) was expressly acknowledged by our customer when the Registrant’s contact information was updated.GoDaddy takes the security of our customers’ accounts and domain names very seriouslyAs most domain hijackings occur shortly after a change of registrant is performed on a domain name, GoDaddy’s Change of Registrant Agreement was implemented to help protect our customer from such thefts.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On February 22, our office connected with our customer via phone to discuss their concernsThe 60-day lock has since been removed from our customer’s domainOur customer may find the following article helpful:Transferring domain names to another registrar-***
Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H***Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by our customerWe would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at:
https://www.godaddy.com/legal-agreements.aspx On March 12, 2010, our customer purchased a standard SSL certificate for a 5-year term with assistance from GoDaddy’s customer care. A SSL (Secure Sockets Layer) certificate is a digital certificate that authenticates the identity of a website and encrypts information sent to the server using SSL technologyOn February 12, 2015, GoDaddy was instructed to automatically renew the SSL certificate in question for a 3-year term per the customer’s account preferences and did so in a good faith effort to honor its agreements with the customer. GoDaddy sent renewal notices prior to expiration on December 14, and January 13, 2015, informing our customer the expiring SSL would be renewed in accordance with their account settings unless additional action was takenRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Contrary to our customer’s understanding, customers may log into their account at any time and modify renewal preferencesOur customer disabled automatic renewal for the SSL on April 2, 2016.The SSL certificate in question renewed on February 12, 2015, and is non-refundable. Account management, including renewal settings, is a customer responsibility.Thank 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 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 25, 2015, our customer purchased the domain in question for two years via
an online orderOur customer opted in to our privacy service which masks the registration information required by ICANN.On February 27, 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 customerThis transaction renewed the registration of the domain and the privacy service for two years.On March 2, 2017, our customer contacted GoDaddy to request a full refund of the February 27, transactionOur customer was advised their request would be processed.On March 28, 2017, our customer contacted GoDaddy to check on the status of their refundOur customer was advised the domain was still active within their account and would need to be canceled in order to receive a refundThe domain was removed from our customer’s account and a full refund was issued.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We understand our customer may not have realized the cancellation transaction included the registration of the domain name and privacy serviceIf our customer would like to have the domain reinstated into their account, they will need to contact our support staff and pay the registration fees which were refunded when the domain was removed from their accountThank 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 concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.From time to time, GoDaddy provides promotional offers to its customers for use during
the purchase of new products and the renewal of existing onesSome offers may appear on our website and some may come in the form of emailed couponsThese offers vary and change throughout the yearItems offering a discounted rate also reflect the renewal rate for reference, ensuring our customers are aware of potential future rates. On February 27, 2017, our customer reached out to our 24/Customer Care Center with questions pertaining to the upcoming renewal of five domain names and a current offer for new domain purchasesOur customer indicated they felt they had been overcharged during the initial purchase of five domain names which took place on March 2, Our representatives made every effort to educate our customer with regard to offers and renewal rates.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was not overcharged on their domain name purchaseThis was also not alluded to in any of the recent conversations our customer had with our Customer Care Representatives. Our customer was provided with a discount code and the domain names in question were renewed for an additional yearWe appreciate our customer's candid feedback about our service levels and their concerns have been passed on for review by our Customer Care Managers in an effort to identify improvement opportunitiesGoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
There were errors in the hosting service, and instead of fixing them and upholding Godaddy's agreement, you only tried to sell me more products and refused to help with the situation
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 February 23, 2017, our customer activated a free day trial version of GoDaddy’s
website builderOn March 23, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the website builder service and did so in a good faith effort to honor its agreements with our customer.On March 24, 2017, our customer contacted GoDaddy and requested monthly billing instead of annual billing for the website builder serviceOur customer was advised that monthly billing for the website builder was not an optionThey were offered a reduced price for the annual service which they agreed toThe March renewal was refunded to InStore creditThe website builder service was then renewed for one year at the reduced price using the InStore credit fundsThe remaining InStore credit balance was returned to our customer’s original payment method.On April 25, 2017, our customer contacted GoDaddy to cancel the website builder serviceOur customer was issued an InStore credit following the cancellation of the service.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy has issued a refund to our customer’s original payment method for the balance of their InStore creditPrior to doing so, a separate service within our customer’s account was automatically renewed per their account preferences using a portion of the InStore credit balanceThank 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 concernsAs previously stated, the issue was quickly identified and resolvedGiven the nature of the intermittent issue, our support representatives provided our customer with alternate hosting optionsThese options were denied by our customerIf our customer has additional hosting related concerns, they should connect with our 24/Professional Hosting Support teams via phone at 480-505-8877.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by our customerWe would like to present the following: Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at:
*** On January 2, our customer purchased a Virtual Private Server (VPS) for a month to month termThis VPS has billed monthly ever since per our customer’s account preferencesWhile unforeseen technical issues may arise from time to time it is a customer responsibility to manage their Virtual Private ServerIn this case, our customer reported an issue on April 13, pertaining to not being able to login to their VPSOn April 14, our server support team sent an email to the customer notifying them that the issue had been resolvedOn June 16, our customer contacted GoDaddy’s customer care team regarding the same issueThe customer stated that they were still unable to login to the VPSWe were able to duplicate the issue but more information was needed from the customerRESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceOur customer was informed via phone and email in April that more information regarding changes that were made from their end needed to be providedCustomer did not respond to the email from our server team and did not follow up with GoDaddy again for monthsThe Virtual Private Server monthly renewal is currently non-refundableTo resolve the issue, we suggest that the customer reach out to our server support team with the initial requested informationThey can be reached at *** or via chat *** Thank you again for the opportunity to address the concerns presented by our customerKindest regards, KayJay R*** Office of the CEO - GoDaddy
10/was the first of my knowledge receiving any type of "notification" that my site had been infected by any type of malware10/I made an initial contact with GoDaddy to see what my options were for making my site more secure10/I contacted GoDaddy AGAIN and opted to purchase an SSL certificate and web security for the prevention as well as the removal of Malware. 10/I worked inside my administrative Dashboard and the site "appeared" to be working fine. A few hours later I could not log into my dashboard to make ANY administrative changes to my site and the only difference was the purchase of GoDaddy's "security" products.10/I called tech support and spoke with two or three different representatives until I was finally able to reach someone by the name of Juan A Gutierrez who seemed to be the only one who had a bit of knowledge about my situation. He thought that the reason I could not log in was related to whitelisting IP addresses and URLs . It worked for a time, and then the SAME problem happened again and I was locked out10/I called later that dayand 10/I had the SAME thing happen again and some of the reps would help me get into the dashboard and some wouldn't. I finally called again on 10/and reached someone who gave me a sort of plausible explanation but why make your customers suffer when they could have explained and offered me the RIGHT product RIGHT away versus hazing me and using scared tactics to get me to purchase the other products. If they had offered me the RIGHT product at the RIGHT time, I could have saved time, money, and frustration and STILL had access to my site's admin dashboard--which I STILL don't at this time. They DID NOT uphold their product, guarantee, nor service because the problem is still unresolved and all they care about is money and not me being able to operate my site
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.In June 2017, GoDaddy received chargeback complaints from our account holder’s bankThese complaints told
us the charges in question had not been authorizedAs a result, two of the three services involved were canceledLater, refunds of the charges in question were provided to the account holder’s payment method.While the matter of the chargeback was being addressed, the service in question, which had not been canceled, cycled through the standard expiration and cancellation processThis process includes days of free service before the product is removed from the account if a renewal does not take placeThis service was not set to automatically renew and did not do so in accordance with our customer’s account preferencesThe account holder was provided with three failed billing notifications prior to the cancellation of the plan due to non-paymentRESOLUTION:The account holder will need to purchase a new hosting plan for the website in question and the account holder will have until July 31, to request a recovery of the website contentGiven there is no guarantee the content will still be available we recommend our customer take action as soon as possible.Account management is a customer responsibilityGoDaddy accounts are intended to be used as single user accountsWe urge our customer to review their account and ensure all products and services are set up for renewal in accordance with their wishesThank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Terri H***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concernsAs stated in our original response, GoDaddy sent multiple renewal notices prior to the expiration datesThese notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken.GoDaddy’s Universal Terms of Service Agreement, which our customer agreed to upon conducting business with us, clearly discuss our automatic renewal serviceAdditionally, there is a notice on the page where customers submit their order for processing that informs them their product will be automatically renewedThis notice is displayed directly below the button customers click to complete their purchase.We understand our customer has choices, however, as mentioned in our original response, we are past the point in which the registry will return the funds paid for the renewal of the domains in questionAs such, we stand by our original response.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 additional concerns presented by the complainantContrary to the complainant’s understanding, the domain and associated Protected Registration service were purchased via online transaction, without the assistance of GoDaddy’s customer care agents As part of the Universal Terms of Service Agreement the complainant acknowledged and agreed to provide government-issued photo identification and, if necessary, government issued business identification for verification of identityThe complainant opted to add the Protected Registration service, the highest level of protection for a domain name that GoDaddy offers, and requires submission of valid identification information by the domain name registrant (as listed within their DomainsByProxy.com account) in order to cancel As part of the same terms of service, the complainant also agreed that a valid payment method must be kept on file if any products or services are active in their account Again, the complainant has been informed what information is required to cancel Protected Registration, and it is the complainant’s responsibility to submit the requested documentation, if they are the domain name registrantOnce this documentation has been received and verified by our Domain Services team, the service may then be canceled. However, unless the registrant completes the cancellation process and provides the proper identification, GoDaddy will continue to honor its terms of service and its agreements in good faith with the registrant of the domain.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,*** ***Office of the CEO - GoDaddy*** ** *** *** *** ***Scottsdale, AZ
Thank you for the opportunity to address the concerns presented by our customerOur customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at: *** On June 13,
our customer reached out to our 24/support teams regarding trouble they were experiencing processing a domain name transferThe domain name was a .FM extension which required an authorization code provided by our ccTLD Processing teamOn June 15, our customer was provided with the correct authorization code and the domain name transfer was requested and completed by our customerRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Contrary to our customers understanding, an incorrect authorization code was not intentionally providedCertain domain name extensions require authorization codes not available through our Domain Control CenterThe domain name in question had an expiration date of August 10, The renewal of the domain name was neither required nor suggested by our support representativesThe domain was successfully transferred away and the renewal time with itThank you again for the opportunity to address and bring clarity to the concerns presented by our customerKindest regards,Terri H***Office of the CEO - GoDaddy
I understand they were sending renewal notices to an email account I was no longer using However, that does not justify the lack of action when the original auto-renewal call was put in place I did not have access to that email account at the time the notices were sent out
Dear Dispute Resolution Consultant
Thank you for bringing this matter to our attentionWe have reviewed our customer's correspondence and the GoDaddy account in question to which we would like to present the following
Prior to the purchase of products and services our customer acknowledged the
following agreements:
• Universal Terms of Service Agreement• Domain Name Registration Agreement
The latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx
The domain name in question expired on June 1, Per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question and, using the payment method provided by the customer, made multiple attempts to do so in a Good Faith effort to honor its agreements with themUnfortunately, these attempts were unsuccessful.GoDaddy proactively sent multiple notices pre- and post-expiration to the customerFurthermore, on multiple occasions, a member of our customer appreciation team did attempt to connect with our customer via phone to address the failed billingUnfortunately, all of these attempts failed and messages were left.GoDaddy sent renewal notices prior to the expiration date on:• March 9, 2014• March 30, 2014• April 29, 2014• May 17, 2014• May 27, 2014GoDaddy sent notices after the expiration date on:• June 2, 2014• June 6, 2014• June 13, 2014GoDaddy attempted to connect with our customer via phone on:• June 3, 2014• June 4, 2014• June 5, 2014• June 10, 2014• June 11, 2014• June 12, 2014• June 13, 2014GoDaddy must rely upon its customers for information that we would otherwise be unaware of, such as updated payment information or the use of a new email addressAccount management is a customer responsibility
Because the domain was not renewed by our customer, it followed the lifecycle for an expired domain and has since been registered by another party
Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.GoDaddy did not sell the domain name to the current registrantAccording to the public Whois directory, registration services appear to be provided by ***
Based on the information provided to us by the customer and our internal investigation, there is no evidence to support their hacking claimTo be clear, the current website’s content, which appears to be the sole basis of our customer’s claim, is not hosted by GoDaddyInstead, our research shows this situation was the result of the customer not taking any action and allowing the domain name to expireAccount management and the renewal of domains is solely a customer responsibility and our customer agreed to this when they registered domains through GoDaddy
Education:The customer might find the following articles useful.What happens after domain names expire?https://support.godaddy.com/help/article/
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer
Kindest Regards
*** ***Office of the CEO - GoDaddy***@GoDaddy.com*** ** *** *** *** ***Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
payment was made on october , for both services that the representative asked me to pay there were a charge and another charge of that the representative was suppose to charge on my account which he did as matter fact the representative was trying to get me pay for two years up front which I did not do because I don't like their customer service they are rude my password got changed a month later who change my passwords for both emailsa representative name zack Ctold me they went to update.com to access my account and change all my passwords goddady representatives are liars and try to still money from their customers the representative was supposed to charge about from my debit card on october now if he made a mistake not to charge the right amount on the october it is not my fault they have to blame their workers not me therefore I should not pay for the consequences
Thank you for the opportunity to address our customer’s additional concerns.As stated in our original response, our customer's agreed to and purchased term for Website Builder ended on July 20, GoDaddy then provided days of live site service without receiving paymentOn July 30, 2016, our customer’s Website Builder was suspended and their domain redirected to a page with a message indicating the site was unavailableOur customer’s content remained on our servers for another days following the service suspensionGoDaddy provided a total of days of service without payment prior to cancellation on August 9, 2016.Additionally, GoDaddy attempted to proactively notify our customer regarding their Website Builder by sending failed billing notification emails on July 20, and July 30, 2016.During interactions following the cancelation of our customers Website Builder, GoDaddy provided several gestures of goodwill to assist our customer in getting their site back on lineUltimately, however, account management is a customer’s responsibility.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D***Office of the CEO - GoDaddy
Thank you for the opportunity to address and bring clarity to the additional concerns presented.We stand by our previous response As with all service providers, GoDaddy had unexpected technical issues and worked quickly to resolve them Our terms of service do provide a 99.9% uptime guarantee and if not met, we provide 5% of the monthly hosting feeGoDaddy has already provided a full month of service at no additional cost which is more than our agreement offerings.Thank you again for the opportunity to address the additional concerns presented.Kindest regards, KayJay R***Office of the CEO- GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and am reluctantly selecting "accept", although I think it is terrible service for a business to request I dial a long distance telephone number to resolve my complaint when I have already notified them of my complaint in writingI have called this number, and they were more helpful than *** ***' officeThey instructed me on how to remove the products from my account, which I have done, and refunded my money, which in my opinion, should have been done in response to my complaintThere is no reason I should have had to call them to accomplish this; they had all the pertinent information alreadyNevertheless the matter is resolvedI have been informed that the refund will post to my account 7-days from nowI suppose if there is a problem with this, I will reopen my complaint at that time
Regards,
*** ***
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 Agreement• Domain Name Proxy Agreement
The latest version of these agreements and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx
On May 4, our customer made a purchase for multiple domain names via an online transaction for a one year termAt this time, our customer had selected to have the domains set for automatic renewal at the end of their current term.GoDaddy sent renewal notices prior to the expiration date on:• February 2, 2015• March 4, 2015• April 3, 2015• April 18, 2015• April 28, 2015Per our customer’s account preferences, GoDaddy was instructed to automatically renew their services and did so in a good faith effort to honor its agreements with the customerGoDaddy provides customers full control over the automatic renewal feature from within their accountAccount management is a customer responsibility.Our customer was also sent confirmation of the transaction in question on:• May 3,
The customer contacted our support staff twice on May 5, to request a refund, at which time they were provided accurate information and advised that they were not eligible for a refund, per our Refund Policy
When a domain name is registered or renewed, GoDaddy acts like a broker in the sense that we are taking an order from the customer (registrant) and buying/renewing the domain(s) from the Registry on behalf of the customerIt is then up to the Registry to decide if they will take back an order, return the funds, and the timeframe in which they would do soIn this case, the .co Registry does not allow for refunds on renewals of this domain name extension as stated in our Refund Policy
Resolution:
GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service
GoDaddy has already provided the renewal money to the Registry and as such, we are unable to absorb the cost of our customer’s domain renewals
Education:
The customer might find the following support articles helpful:
Refund Policyhttps://support.godaddy.com/help/article/
Managing Renewals for Products and Serviceshttps://support.godaddy.com/help/article/
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer
Kindest Regards
*** ***Office of the CEO - GoDaddy***@GoDaddy.com*** ** *** *** *** ***Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the concerns presented by our customerWe would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at:
https://www.godaddy.com/legal-agreements.aspx On February 14, our customer modified the Registrant contact information associated with their domain name. A 60-day lock (“Transfer Prohibition Period”) was expressly acknowledged by our customer when the Registrant’s contact information was updated.GoDaddy takes the security of our customers’ accounts and domain names very seriouslyAs most domain hijackings occur shortly after a change of registrant is performed on a domain name, GoDaddy’s Change of Registrant Agreement was implemented to help protect our customer from such thefts.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On February 22, our office connected with our customer via phone to discuss their concernsThe 60-day lock has since been removed from our customer’s domainOur customer may find the following article helpful:Transferring domain names to another registrar-***
Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H***Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by our customerWe would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at:
https://www.godaddy.com/legal-agreements.aspx On March 12, 2010, our customer purchased a standard SSL certificate for a 5-year term with assistance from GoDaddy’s customer care. A SSL (Secure Sockets Layer) certificate is a digital certificate that authenticates the identity of a website and encrypts information sent to the server using SSL technologyOn February 12, 2015, GoDaddy was instructed to automatically renew the SSL certificate in question for a 3-year term per the customer’s account preferences and did so in a good faith effort to honor its agreements with the customer. GoDaddy sent renewal notices prior to expiration on December 14, and January 13, 2015, informing our customer the expiring SSL would be renewed in accordance with their account settings unless additional action was takenRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Contrary to our customer’s understanding, customers may log into their account at any time and modify renewal preferencesOur customer disabled automatic renewal for the SSL on April 2, 2016.The SSL certificate in question renewed on February 12, 2015, and is non-refundable. Account management, including renewal settings, is a customer responsibility.Thank 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 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 25, 2015, our customer purchased the domain in question for two years via
an online orderOur customer opted in to our privacy service which masks the registration information required by ICANN.On February 27, 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 customerThis transaction renewed the registration of the domain and the privacy service for two years.On March 2, 2017, our customer contacted GoDaddy to request a full refund of the February 27, transactionOur customer was advised their request would be processed.On March 28, 2017, our customer contacted GoDaddy to check on the status of their refundOur customer was advised the domain was still active within their account and would need to be canceled in order to receive a refundThe domain was removed from our customer’s account and a full refund was issued.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We understand our customer may not have realized the cancellation transaction included the registration of the domain name and privacy serviceIf our customer would like to have the domain reinstated into their account, they will need to contact our support staff and pay the registration fees which were refunded when the domain was removed from their accountThank 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 concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.From time to time, GoDaddy provides promotional offers to its customers for use during
the purchase of new products and the renewal of existing onesSome offers may appear on our website and some may come in the form of emailed couponsThese offers vary and change throughout the yearItems offering a discounted rate also reflect the renewal rate for reference, ensuring our customers are aware of potential future rates. On February 27, 2017, our customer reached out to our 24/Customer Care Center with questions pertaining to the upcoming renewal of five domain names and a current offer for new domain purchasesOur customer indicated they felt they had been overcharged during the initial purchase of five domain names which took place on March 2, Our representatives made every effort to educate our customer with regard to offers and renewal rates.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was not overcharged on their domain name purchaseThis was also not alluded to in any of the recent conversations our customer had with our Customer Care Representatives. Our customer was provided with a discount code and the domain names in question were renewed for an additional yearWe appreciate our customer's candid feedback about our service levels and their concerns have been passed on for review by our Customer Care Managers in an effort to identify improvement opportunitiesGoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
There were errors in the hosting service, and instead of fixing them and upholding Godaddy's agreement, you only tried to sell me more products and refused to help with the situation