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 Domain Name Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: *** On January 8, the complainant contacted our Customer Care Team regarding email being bounced back labeled as Spam. These were a direct result of the complainant’s website and its reputation with CloudMark. Cloudmark is a service that GoDaddy and many other email providers subscribe to that provides protection against spam, viruses, phishing, and similar threats that affect email.Once the complaint cleared the questionable content from their website GoDaddy was able to resolve these issues on the complainant’s behalf with Cloudmark.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy is not responsible for the content found on the complainant’s website and the consequences of that content 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.As a onetime exception we have added an additional months to the complainant’s Economy cPanel hosting plan.EDUCATION:The Complaint may find the following information regarding Cloudmark to be useful.Cloudmark Sender Intelligence***Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,*** ***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 Domain Name Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: ***On March 13, the complainant initiated a Change of Account for the Domain Name in question to another GoDaddy Account (another customer)The Change of Account was completed the same dayGoDaddy does not charge for this service. Independent of the Change of Account the complainant cancelled the Managed WordPress plan associated with that Domain Name on March 19, Later that same day the complaint contacted GoDaddy’s Customer Care Center to request assistance in recovering the content that had been associated with the cancelled Managed WordPress plan At that time the complainant was charged for the purchase a new Managed WordPress plan for a one month term and the attempted restoration of their cancelled contentThe Hosting Restore was completed on March 20, 2015.The hosting content was indeed deleted from the complainant’s accountWhen a hosting account is cancelled GoDaddy may retain the data for a limited timeThe content is not stored in the complainant’s account but rather on other servers that GoDaddy uses for disaster recovery, not for customer archival purposesPer our terms of service (to which the complainant agreed) it is the complainant’s responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting accountThe reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy was not a party to the complainant’s decision to cancel their Managed WordPress planOnce the complaint elected to cancel their Managed WordPress plan manual intervention on GoDaddy’s part was required to recover their content as it appears they did not maintain archival copies of their site as agreed in our terms of serviceAs a onetime exception in appreciation for the complainant’s time as a GoDaddy customer we have refunded the cost of their Managed WordPress Hosting RestorePlease allow to days for this to reflect with their financial institution.We also appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunitiesGoDaddy strives to offer the best service levels in the industry.EDUCATION:The complainant might find the following articles useful for managing their GoDaddy account in the future.Managed WordPress Manual Migration***Restoring Your Managed WordPress Site***Backing up Your Shared Hosting Account***Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,*** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me GoDaddy has refunded as they agreed and they have pledged to improve their customer service Although they have wasted my time and money and could have even provided more service for me, I consider this complaint resolved
Regards,
*** ***
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.aspxOn March 14, 2013, our customer purchased the domain name in question for a two-year term via online transaction. Our customer subsequently manually renewed the domain name for a one year term on March 31, 2015.On March 15, and March 19, respectively, GoDaddy was instructed to automatically renew the domain in question 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(s) on both dates. Our customer’s domain was placed in a parked status due to non-renewalA parked domain name is one where visitors will see a temporary Web page when they enter the domain(s) in question into a browser.On March 19, our customer manually renewed the domain name in question via online transaction, and our customer’s domain would have been reactivated shortly after this transaction.On March 29, our customer contacted GoDaddy’s customer care team and they assisted our customer with directing their domain back to the customer’s site host.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.It is our customer's responsibility to appropriately manage the domain name, including where it is directed. GoDaddy is unable to extend our customer’s domain name; account management, including domain settings, are 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 ***.On August 20, 2015, our customer purchased a domain name for a two-year term via an
online transaction with no assistance from GoDaddy Customer CareOn August 21, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question for an additional two years and did so in a good faith effort to honor its agreements with our customerGoDaddy provides customers with full control over renewal preferencesCustomers may log into their account and modify those preferences at any timeGoDaddy has no way to know whether or not account information is valid and relies on its customers to properly maintain their account informationGoDaddy sent renewal reminder emails prior to renewal on August 5, and August 15, as well as an order confirmation email on August 21, 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.When a domain name is registered or renewed, GoDaddy is buying/renewing the domain from the Registry on our customer’s behalfThe Registry decides if they will take back a domain and within the timeframe they would do soIn this case, GoDaddy has already provided the money to the Registry and we are unable to recoup the funds providedOur Customer Care teams were not contacted until October 3, At that time this domain name renewal was no longer refund eligibleThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H***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 February 9, 2015, our customer contacted GoDaddy by phone and purchased an
Unlimited Email plan for one year.On February 11, 2016, our customer contacted GoDaddy by phone and renewed their Unlimited Email plan for one year.On October 4, 2016, our customer contacted GoDaddy by phone to find out how to cancel email addresses from within their accountOur customer was provided instructions on how to do this and advised to backup their email messages prior to deleting any email addressThis is done by configuring the email address within a third party email client, such as Outlook, and then downloading the email from our mail serverOur customer was also sent instructions on how to do this.On December 23, 2016, our customer canceled the email addresses in question from within their account.On January 6, 2017, our customer contacted GoDaddy to request a restore of email messages for the addresses they canceled on December 23, RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Typically GoDaddy can attempt to restore email messages for our customers in the case of a canceled email account or address; however the backups that GoDaddy restores from are only available for days from the time the addresses are canceledGoDaddy’s email accounts are not intended for archival purposesGoDaddy made several good faith attempts to recover their emailUnfortunately our customer’s request was made after the email messages were no longer available for recoveryThank 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 concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspxOn August 31, our customer purchased a domain name with private registration
for a year termPer our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with our customer. The domain was renewed on September 1, On September 2, our customer cancelled the domain nameRESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceWe reviewed the issue and our customer contacted us during refund eligibility per our Refund PolicyWe have provided a full refund for the domain renewal as the domain name has been cancelledWe appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunitiesGoDaddy strives to offer the best service levels in the industryThank you again for the opportunity to address the concerns presented by our customerKindest regards, KayJay R*** Office of the CEO - GoDaddy
Thank you for the opportunity to address the complainant’s concernsThe complainant is not a GoDaddy customer, nor has GoDaddy entered into any relationship or agreements with the complainant.The complainant is claiming that GoDaddy has “front run” a domain name that they have attempted to
registerThe complainant’s belief is that they were denied registering a domain so that GoDaddy is instead registering the domain in an attempt to profit from it. Domain front running is a practice which GoDaddy does not and will not engage in. Domains are sold on a first-come, first-served basis.The domain in question was registered by another GoDaddy customer who has chosen to utilize private registration. GoDaddy is not the registrant of this domain, and will not be able to provide the domain to the complainant. If they wish to attempt to acquire the domain, they may want to attempt to contact the registrant directly utilizing information found in a public WHOIS lookup.Thank you again for the opportunity to address the concerns presented by the complainant.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 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• Hosting AgreementThe latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn August 10, 2015, our customer contacted our support staff via phone to discuss the renewal of a Deluxe hosting service they had been utilizingThe service was not renewed during the interaction and the customer indicated that they would call back to renew their serviceAfter this interaction ended, our records show a request was made from within the customer's account to downgrade their Deluxe hosting service to an Economy tier.Based on their complaint, it is evident the downgrade was not intendedHowever, there is no evidence that our support staff was in the account when the downgrade was requested. Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.On August 11, 2015, our customer contacted support staff to renew their hostingDuring this interaction, they were advised that in order to be switched back to the deluxe plan, an upgrade transaction was required, along with the renewal transaction to keep the service activeThis resulted in a slightly higher cost than what our customer would have been charged had the downgrade never occurredGoDaddy made a goodwill exception by issuing a refund for the difference in what they were charged and what they would have been charged for a single renewal transaction.We appreciate the customer’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunitiesGoDaddy strives to offer the best service levels in the industry.Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards,*** ***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 complainantThe complainant was utilizing GoDaddy’s shared hosting services for a purpose they were not intended for, as a file repository for storing archived files.File hosting services are designed to store large individual files or large collections of files. Shared web-hosting, as the complainant had purchased, is designed and optimized to serve website pages as quickly and efficiently as possibleThese accounts reside in a shared environment which have hardware and software limitations to protect both our hosting environment and other customers on our serversIn this case, the complainant was utilizing the web hosting services in a manner they are not intended for (as a file archive), which can lead to various issues which impact server performance and availability for not only the complainant, but all customers sharing the same hosting environment.As the complainant has canceled the hosting in question, we have refunded the unused full months totaling $to their original payment method as a one-time exception to GoDaddy’s Refund Policy, and believe this matter to be resolved.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,Mike L***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 August 16, 2008, our customer purchased domain names and GoDaddy’s Website Builder, each for two year terms, via online transactionWebsite Builder is a proprietary, do-it-yourself, template based product to construct a websiteBetween August and August 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question upon expiration for two year terms and did so in a good faith effort to honor its agreements with our customer.GoDaddy proactively sent multiple notices pre-expiration to our customer. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was takenFurthermore, GoDaddy sent order confirmation notices following each transaction. Account management is a customer responsibilityOn August 26, 2016, our customer contacted GoDaddy’s customer care to request refunds for the latest product renewal transactions. Our customer canceled the Website Builder and was refunded the same day. The domains in question are not refund-eligibleThe automatic renewal preference on the domains have been disabled.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been provided all applicable refunds totaling $195.41. If these funds have not been credited to our customer, they would need to contact their financial institution to determine the status of these funds.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thanks for your reply and restoring the windows hosting plan for the remaining monthsI just wanted to reiterate that I was not advised of no refund if cancelledWhy would anyone want to cancel, if not, for the prorated refund? Anyway, Godaddy is not what I used to beI will not be a part of it anymore after the windows hosting plan that I paid for expires
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I'm writing about complaint #*** Thanks for taking my email.Here is my rebuttal: I am so dissatisifed with GoDaddy that words cannot express my dissatisfaction. But I will try.When I ordered SITELOCK from GoDaddy they did not verbally tell me I wasresponsible for configuring and maintaining the SITELOCK control panel.I saw many messages from GoDaddy which said that malware was beingremoved so I thought everything was just fine without problemsAfter seeingso many messages about successful removal of malware I stopped readingthe messages. Then suddenly malware appeared and shut down my website at a critical time.Why did SITELOCK work fine and then suddenly stop working? I immediately called GoDaddy and the agent I spoke to was not knowledgeableabout SITELOCK and could not help me fix the configuration. In desperation I hired another firm to fix the problem. In my opinion, GoDaddy should not be respected as a good business on two counts:1) They do not properly train customers in the use of SITELOCK and inform themCLEARLY of their responsibilities -- although this may appear in fine print interms of service. 2) They don't appear to care about their customers and refuse to compensate them whenclearly their agents are incapable of helping customers configure SITELOCK.I can hire another firm to monitor my site for about 1/the price and they just do it.And they help me configure my WordPress site to avoid future attacks.I don't have to configure any complicated SITELOCK control panel With thiskind of service from competitors GoDaddy has better shape up or ship out
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• Hosting Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 25, the complainant created a new GoDaddy account and subsequently purchased a hosting plan for a one-month term via an online transaction On July 27, the complainant purchased a domain name registration for a one-year term via another online transaction.GoDaddy takes its commitment to consumer protection very seriouslyAs part of an ongoing effort to protect our customers and credit card holders from unauthorized online purchases, GoDaddy routinely requests payment verification for new purchases On July 27, our Verification Office attempted to connect with the complainant via phone to confirm the purchases were authorized and was unsuccessfulAs such, identification associated with each of the payment methods used for the online transactions was requested to reasonably ensure that the owner of the payment methods had authorized the purchases and preserve the integrity of the payment methods On July 28, the complainant contacted our Billing team via phone, canceled the services, and received a full refund.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant chose to cancel their services instead of providing the requested documentation to verify the transactions as legitimate. GoDaddy has provided a full refund was provided to the complainant on July 28, Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,*** ***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 ***.On February 2, 2017, our customer purchased our Website Design Service and hosting
services for a one-year termThis service enlists GoDaddy’s Professional Web Design team to create a custom website (for a one-time fee), using GoDaddy’s website hosting productsCustomers must submit information for the website, including images and text, to our Professional Web Design team before the site can be built.Additionally, on April 28, 2017, our customer purchased a Website Makeover from our Professional Web Design team, in which they will update our customers’ website display by applying design features from our latest Website Builder Since these dates, our Professional Web Design teams have extended our customer’s live websites multiple times while awaiting information from our customer.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our Customer Care Managers in an effort to identify improvement opportunitiesGoDaddy has also attempted to work with our customer to the best of our ability and satisfy their design needs. As a goodwill gesture, we have extended both of our customer’s current live sites by months. Our customer will need to work with our Professional Web Design team to complete the site builds before this period ends, as they will not unable to continue extending our customer’s current sites at no charge. Our Professional Web Design team is available via phone at ***.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I am 100% happy I thank Revdex.com for your help and GoDaddy for a reasonable correction I would now do business with GoDaddy again though I would be a little more cautious
Regards,
*** ***
Thank you for the opportunity to address the additional concerns presented by our customerWe stand by our previous responseOur customer has had many conversations with GoDaddy regarding their email and our technical support staff worked diligently and vigorously to resolve all technical issues our customer experiencedOur customer was using our email service as an email marketing service; our WorkSpace email is not intended to be a marketing platform as there are limitations to the amount of email that can be sentThe most recent concern our customer contacted our support teams was regarding the ability to sync their email foldersOur customer was properly advised they would need to upgrade to, at minimum, an IMAP plan (GoDaddy’s Unlimited WorkSpace email plan, or our newest email offering which is Microsoft Office 365) as they are currently using our free POP email plan which does not synchronize mailboxesIf our customer would like to upgrade our teams are available to assist 24/via phone ###-###-#### or chat ***Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mandy O***Office of the CEO - GoDaddy
GoDaddy's emails are misleadingOnce again, I paid for year in and expected to pay for year in The email GoDaddy sent said a yearNo where in the emails sent did it say I have a year renewalGoDaddy is purposely vaguePlease refund of the yearsI paid for year in not years
Thank you for the opportunity to address our customer’s additional concernsGoDaddy stands by its response. Our customer opted to add the Protected Registration bundle to their domain via online transaction, without GoDaddy’s assistance. Additionally, GoDaddy sells a variety of products, such as domains, which are sold in yearly increments, and hosting, which is sold in monthly or yearly increments A domain's expiration date is not arbitrarily set by GoDaddyOur customer chose the initial date of registration and the term of registration and renewalAt the time of purchase and renewal, our customer had many options available to them such as recording the expiration date in their ledger or calendar.While GoDaddy sent expiration notices to our customer via email before the domain’s expiration date, GoDaddy simply has no control over what happens to the email notice after it leaves our system or how our customer's ISP or email client chooses to handle the email once they receive it. If our customer changes their email address we simply have no way of knowing what their new one is unless they inform us by updating their accountAccount 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 customers' success, our customers must also be responsible for their actions or lack thereof.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L***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 Domain Name Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: *** On January 8, the complainant contacted our Customer Care Team regarding email being bounced back labeled as Spam. These were a direct result of the complainant’s website and its reputation with CloudMark. Cloudmark is a service that GoDaddy and many other email providers subscribe to that provides protection against spam, viruses, phishing, and similar threats that affect email.Once the complaint cleared the questionable content from their website GoDaddy was able to resolve these issues on the complainant’s behalf with Cloudmark.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy is not responsible for the content found on the complainant’s website and the consequences of that content 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.As a onetime exception we have added an additional months to the complainant’s Economy cPanel hosting plan.EDUCATION:The Complaint may find the following information regarding Cloudmark to be useful.Cloudmark Sender Intelligence***Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,*** ***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 Domain Name Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: ***On March 13, the complainant initiated a Change of Account for the Domain Name in question to another GoDaddy Account (another customer)The Change of Account was completed the same dayGoDaddy does not charge for this service. Independent of the Change of Account the complainant cancelled the Managed WordPress plan associated with that Domain Name on March 19, Later that same day the complaint contacted GoDaddy’s Customer Care Center to request assistance in recovering the content that had been associated with the cancelled Managed WordPress plan At that time the complainant was charged for the purchase a new Managed WordPress plan for a one month term and the attempted restoration of their cancelled contentThe Hosting Restore was completed on March 20, 2015.The hosting content was indeed deleted from the complainant’s accountWhen a hosting account is cancelled GoDaddy may retain the data for a limited timeThe content is not stored in the complainant’s account but rather on other servers that GoDaddy uses for disaster recovery, not for customer archival purposesPer our terms of service (to which the complainant agreed) it is the complainant’s responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting accountThe reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy was not a party to the complainant’s decision to cancel their Managed WordPress planOnce the complaint elected to cancel their Managed WordPress plan manual intervention on GoDaddy’s part was required to recover their content as it appears they did not maintain archival copies of their site as agreed in our terms of serviceAs a onetime exception in appreciation for the complainant’s time as a GoDaddy customer we have refunded the cost of their Managed WordPress Hosting RestorePlease allow to days for this to reflect with their financial institution.We also appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunitiesGoDaddy strives to offer the best service levels in the industry.EDUCATION:The complainant might find the following articles useful for managing their GoDaddy account in the future.Managed WordPress Manual Migration***Restoring Your Managed WordPress Site***Backing up Your Shared Hosting Account***Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,*** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me GoDaddy has refunded as they agreed and they have pledged to improve their customer service Although they have wasted my time and money and could have even provided more service for me, I consider this complaint resolved
Regards,
*** ***
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.aspxOn March 14, 2013, our customer purchased the domain name in question for a two-year term via online transaction. Our customer subsequently manually renewed the domain name for a one year term on March 31, 2015.On March 15, and March 19, respectively, GoDaddy was instructed to automatically renew the domain in question 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(s) on both dates. Our customer’s domain was placed in a parked status due to non-renewalA parked domain name is one where visitors will see a temporary Web page when they enter the domain(s) in question into a browser.On March 19, our customer manually renewed the domain name in question via online transaction, and our customer’s domain would have been reactivated shortly after this transaction.On March 29, our customer contacted GoDaddy’s customer care team and they assisted our customer with directing their domain back to the customer’s site host.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.It is our customer's responsibility to appropriately manage the domain name, including where it is directed. GoDaddy is unable to extend our customer’s domain name; account management, including domain settings, are 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 ***.On August 20, 2015, our customer purchased a domain name for a two-year term via an
online transaction with no assistance from GoDaddy Customer CareOn August 21, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question for an additional two years and did so in a good faith effort to honor its agreements with our customerGoDaddy provides customers with full control over renewal preferencesCustomers may log into their account and modify those preferences at any timeGoDaddy has no way to know whether or not account information is valid and relies on its customers to properly maintain their account informationGoDaddy sent renewal reminder emails prior to renewal on August 5, and August 15, as well as an order confirmation email on August 21, 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.When a domain name is registered or renewed, GoDaddy is buying/renewing the domain from the Registry on our customer’s behalfThe Registry decides if they will take back a domain and within the timeframe they would do soIn this case, GoDaddy has already provided the money to the Registry and we are unable to recoup the funds providedOur Customer Care teams were not contacted until October 3, At that time this domain name renewal was no longer refund eligibleThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H***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 February 9, 2015, our customer contacted GoDaddy by phone and purchased an
Unlimited Email plan for one year.On February 11, 2016, our customer contacted GoDaddy by phone and renewed their Unlimited Email plan for one year.On October 4, 2016, our customer contacted GoDaddy by phone to find out how to cancel email addresses from within their accountOur customer was provided instructions on how to do this and advised to backup their email messages prior to deleting any email addressThis is done by configuring the email address within a third party email client, such as Outlook, and then downloading the email from our mail serverOur customer was also sent instructions on how to do this.On December 23, 2016, our customer canceled the email addresses in question from within their account.On January 6, 2017, our customer contacted GoDaddy to request a restore of email messages for the addresses they canceled on December 23, RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Typically GoDaddy can attempt to restore email messages for our customers in the case of a canceled email account or address; however the backups that GoDaddy restores from are only available for days from the time the addresses are canceledGoDaddy’s email accounts are not intended for archival purposesGoDaddy made several good faith attempts to recover their emailUnfortunately our customer’s request was made after the email messages were no longer available for recoveryThank 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 concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspxOn August 31, our customer purchased a domain name with private registration
for a year termPer our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with our customer. The domain was renewed on September 1, On September 2, our customer cancelled the domain nameRESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceWe reviewed the issue and our customer contacted us during refund eligibility per our Refund PolicyWe have provided a full refund for the domain renewal as the domain name has been cancelledWe appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunitiesGoDaddy strives to offer the best service levels in the industryThank you again for the opportunity to address the concerns presented by our customerKindest regards, KayJay R*** Office of the CEO - GoDaddy
Thank you for the opportunity to address the complainant’s concernsThe complainant is not a GoDaddy customer, nor has GoDaddy entered into any relationship or agreements with the complainant.The complainant is claiming that GoDaddy has “front run” a domain name that they have attempted to
registerThe complainant’s belief is that they were denied registering a domain so that GoDaddy is instead registering the domain in an attempt to profit from it. Domain front running is a practice which GoDaddy does not and will not engage in. Domains are sold on a first-come, first-served basis.The domain in question was registered by another GoDaddy customer who has chosen to utilize private registration. GoDaddy is not the registrant of this domain, and will not be able to provide the domain to the complainant. If they wish to attempt to acquire the domain, they may want to attempt to contact the registrant directly utilizing information found in a public WHOIS lookup.Thank you again for the opportunity to address the concerns presented by the complainant.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 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• Hosting AgreementThe latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn August 10, 2015, our customer contacted our support staff via phone to discuss the renewal of a Deluxe hosting service they had been utilizingThe service was not renewed during the interaction and the customer indicated that they would call back to renew their serviceAfter this interaction ended, our records show a request was made from within the customer's account to downgrade their Deluxe hosting service to an Economy tier.Based on their complaint, it is evident the downgrade was not intendedHowever, there is no evidence that our support staff was in the account when the downgrade was requested. Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.On August 11, 2015, our customer contacted support staff to renew their hostingDuring this interaction, they were advised that in order to be switched back to the deluxe plan, an upgrade transaction was required, along with the renewal transaction to keep the service activeThis resulted in a slightly higher cost than what our customer would have been charged had the downgrade never occurredGoDaddy made a goodwill exception by issuing a refund for the difference in what they were charged and what they would have been charged for a single renewal transaction.We appreciate the customer’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunitiesGoDaddy strives to offer the best service levels in the industry.Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards,*** ***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 complainantThe complainant was utilizing GoDaddy’s shared hosting services for a purpose they were not intended for, as a file repository for storing archived files.File hosting services are designed to store large individual files or large collections of files. Shared web-hosting, as the complainant had purchased, is designed and optimized to serve website pages as quickly and efficiently as possibleThese accounts reside in a shared environment which have hardware and software limitations to protect both our hosting environment and other customers on our serversIn this case, the complainant was utilizing the web hosting services in a manner they are not intended for (as a file archive), which can lead to various issues which impact server performance and availability for not only the complainant, but all customers sharing the same hosting environment.As the complainant has canceled the hosting in question, we have refunded the unused full months totaling $to their original payment method as a one-time exception to GoDaddy’s Refund Policy, and believe this matter to be resolved.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,Mike L***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 August 16, 2008, our customer purchased domain names and GoDaddy’s Website Builder, each for two year terms, via online transactionWebsite Builder is a proprietary, do-it-yourself, template based product to construct a websiteBetween August and August 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question upon expiration for two year terms and did so in a good faith effort to honor its agreements with our customer.GoDaddy proactively sent multiple notices pre-expiration to our customer. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was takenFurthermore, GoDaddy sent order confirmation notices following each transaction. Account management is a customer responsibilityOn August 26, 2016, our customer contacted GoDaddy’s customer care to request refunds for the latest product renewal transactions. Our customer canceled the Website Builder and was refunded the same day. The domains in question are not refund-eligibleThe automatic renewal preference on the domains have been disabled.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been provided all applicable refunds totaling $195.41. If these funds have not been credited to our customer, they would need to contact their financial institution to determine the status of these funds.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thanks for your reply and restoring the windows hosting plan for the remaining monthsI just wanted to reiterate that I was not advised of no refund if cancelledWhy would anyone want to cancel, if not, for the prorated refund? Anyway, Godaddy is not what I used to beI will not be a part of it anymore after the windows hosting plan that I paid for expires
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I'm writing about complaint #*** Thanks for taking my email.Here is my rebuttal: I am so dissatisifed with GoDaddy that words cannot express my dissatisfaction. But I will try.When I ordered SITELOCK from GoDaddy they did not verbally tell me I wasresponsible for configuring and maintaining the SITELOCK control panel.I saw many messages from GoDaddy which said that malware was beingremoved so I thought everything was just fine without problemsAfter seeingso many messages about successful removal of malware I stopped readingthe messages. Then suddenly malware appeared and shut down my website at a critical time.Why did SITELOCK work fine and then suddenly stop working? I immediately called GoDaddy and the agent I spoke to was not knowledgeableabout SITELOCK and could not help me fix the configuration. In desperation I hired another firm to fix the problem. In my opinion, GoDaddy should not be respected as a good business on two counts:1) They do not properly train customers in the use of SITELOCK and inform themCLEARLY of their responsibilities -- although this may appear in fine print interms of service. 2) They don't appear to care about their customers and refuse to compensate them whenclearly their agents are incapable of helping customers configure SITELOCK.I can hire another firm to monitor my site for about 1/the price and they just do it.And they help me configure my WordPress site to avoid future attacks.I don't have to configure any complicated SITELOCK control panel With thiskind of service from competitors GoDaddy has better shape up or ship out
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• Hosting Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 25, the complainant created a new GoDaddy account and subsequently purchased a hosting plan for a one-month term via an online transaction On July 27, the complainant purchased a domain name registration for a one-year term via another online transaction.GoDaddy takes its commitment to consumer protection very seriouslyAs part of an ongoing effort to protect our customers and credit card holders from unauthorized online purchases, GoDaddy routinely requests payment verification for new purchases On July 27, our Verification Office attempted to connect with the complainant via phone to confirm the purchases were authorized and was unsuccessfulAs such, identification associated with each of the payment methods used for the online transactions was requested to reasonably ensure that the owner of the payment methods had authorized the purchases and preserve the integrity of the payment methods On July 28, the complainant contacted our Billing team via phone, canceled the services, and received a full refund.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant chose to cancel their services instead of providing the requested documentation to verify the transactions as legitimate. GoDaddy has provided a full refund was provided to the complainant on July 28, Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,*** ***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 ***.On February 2, 2017, our customer purchased our Website Design Service and hosting
services for a one-year termThis service enlists GoDaddy’s Professional Web Design team to create a custom website (for a one-time fee), using GoDaddy’s website hosting productsCustomers must submit information for the website, including images and text, to our Professional Web Design team before the site can be built.Additionally, on April 28, 2017, our customer purchased a Website Makeover from our Professional Web Design team, in which they will update our customers’ website display by applying design features from our latest Website Builder Since these dates, our Professional Web Design teams have extended our customer’s live websites multiple times while awaiting information from our customer.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our Customer Care Managers in an effort to identify improvement opportunitiesGoDaddy has also attempted to work with our customer to the best of our ability and satisfy their design needs. As a goodwill gesture, we have extended both of our customer’s current live sites by months. Our customer will need to work with our Professional Web Design team to complete the site builds before this period ends, as they will not unable to continue extending our customer’s current sites at no charge. Our Professional Web Design team is available via phone at ***.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I am 100% happy I thank Revdex.com for your help and GoDaddy for a reasonable correction I would now do business with GoDaddy again though I would be a little more cautious
Regards,
*** ***
Thank you for the opportunity to address the additional concerns presented by our customerWe stand by our previous responseOur customer has had many conversations with GoDaddy regarding their email and our technical support staff worked diligently and vigorously to resolve all technical issues our customer experiencedOur customer was using our email service as an email marketing service; our WorkSpace email is not intended to be a marketing platform as there are limitations to the amount of email that can be sentThe most recent concern our customer contacted our support teams was regarding the ability to sync their email foldersOur customer was properly advised they would need to upgrade to, at minimum, an IMAP plan (GoDaddy’s Unlimited WorkSpace email plan, or our newest email offering which is Microsoft Office 365) as they are currently using our free POP email plan which does not synchronize mailboxesIf our customer would like to upgrade our teams are available to assist 24/via phone ###-###-#### or chat ***Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mandy O***Office of the CEO - GoDaddy
GoDaddy's emails are misleadingOnce again, I paid for year in and expected to pay for year in The email GoDaddy sent said a yearNo where in the emails sent did it say I have a year renewalGoDaddy is purposely vaguePlease refund of the yearsI paid for year in not years
Thank you for the opportunity to address our customer’s additional concernsGoDaddy stands by its response. Our customer opted to add the Protected Registration bundle to their domain via online transaction, without GoDaddy’s assistance. Additionally, GoDaddy sells a variety of products, such as domains, which are sold in yearly increments, and hosting, which is sold in monthly or yearly increments A domain's expiration date is not arbitrarily set by GoDaddyOur customer chose the initial date of registration and the term of registration and renewalAt the time of purchase and renewal, our customer had many options available to them such as recording the expiration date in their ledger or calendar.While GoDaddy sent expiration notices to our customer via email before the domain’s expiration date, GoDaddy simply has no control over what happens to the email notice after it leaves our system or how our customer's ISP or email client chooses to handle the email once they receive it. If our customer changes their email address we simply have no way of knowing what their new one is unless they inform us by updating their accountAccount 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 customers' success, our customers must also be responsible for their actions or lack thereof.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy