Thank you for the opportunity to address the complainant’s concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 4, 2017, the complainant reached out to GoDaddy support teams via
Online Chat to renew their Office email plansThe complainant reached out again via an Online Chat interaction on January 6, During this interaction, the complainant validated the account and stated they wanted to renew some domains as well as purchase new domainsHowever, one of the domains in question was being sold as a premium domain nameDuring the interaction, our support teams correctly informed the complainant what a premium domain name was and the price associated with the domainThe complainant then moved forward and requested and approved our support teams to process the orderThe complainant then asked auto-renewal to be turned off and disconnected the chat.On March 13, 2017, the account holder for the account reached out indicating that a premium domain was purchased without their authorizationOur support teams informed them that the complainant had reached out to our support teams to make the purchase and the account holder insisted that the party in question was affiliated with their account but did not make the purchase and requested a copy of the chat logs.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceAs the account was validated by the complainant and authorization was given to purchase the domain name in question we are unable to refund the transactionAdditionally, requests to be provided with copies of the support interactions would need to be accompanied by a valid subpoena or court order.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Ken C***Office of the CEO - GoDaddy
Mr H***'s response was totally off the mark and did not address the nature of the issues. Virtually all of the information he stated was false:1. On 7/sent billing information to ***, not to the account administrators email address- ***.2. I did contact GoDaddy first the moment I found the charge for $69.99on my bill- July 20th, 2017, days after it posted to my account.3. The GoDaddy agent could not find or otherwise identify the transaction with the information provided on my *** *** bill. GoDaddy's customer service agent suggested I call *** *** and charge back the account.4. *** *** Merchant agreement requires that GoDaddy be able to find and identify disputed transactions by the transaction ID as found on *** *** billing statements. 5. I did contact your customer care team on July 20th, and AGAIN on August 30th!GoDaddy's trade practices are unfair. It is impossible to do a dispute with my credit card company (to weeks to complete) AND resolve the dispute within the period that Mr H*** refers to in the terms and conditions I want a refund.There are two separate disputes filed through *** ***. First on July 20th (***) and a second on August 30th (***). The following is a completely statement:H***:"Contrary to our customer’s understanding, they did not contact our Customer Care team until August 30, 2017"
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainantAfter additional review by GoDaddy’s payment processing team, they have found the funds in question have not been returned to GoDaddy, as the complainant’s financial institution has not rejected these funds. GoDaddy confirmed the payment to and provided the complainant with the ARN(s) (Acquirers Reference Number) associated with these transaction(s).When GoDaddy issues a refund to a financial institution, the receiving institution will typically hold the funds until requested by their customer (the complainant) to determine how the funds will be handled.If the funds were rejected, the financial institution should be able to provide a statement to the complainant that includes a transaction number that GoDaddy can utilize to trace these funds. Again, only in the event the fund request(s) are denied by the financial institution may GoDaddy issue a refund in the form of a check. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,*** ***Office of the CEO - GoDaddy***@GoDaddy.com*** ** *** *** *** ***Scottsdale, AZ
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 September 22, 2016, our customer purchased a domain name with private registration,
Website Builder, and an Office email plan for a one-year term with assistance from GoDaddy’s Chat teamOn August 26, 2017, GoDaddy’s Customer Development Team contacted our customer to discuss their account, however as no account validation occurred on this call, any renewal settings would not have been changed.On September and 23, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question for a one-year term and did so in a good faith effort to honor its agreements with our customerGoDaddy sent multiple renewal notices prior to the expiration date, including on September 12, and September 17, These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was takenOur customer did not contact GoDaddy’s Customer Care team until October 25, to request a refund.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office is willing to refund the domain name and private registration renewal, provided our customer cancels the domain prior to November 7, Once canceled, our customer can contact our office directly via [email protected] to request a refundThe Website Builder and Office renewals are non-refundable per GoDaddy’s Refund Policy: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&isc=statusdotThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thank you for 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.GoDaddy’s website does not reflect the word “unlimited” for any aspect of our
hosting plans beyond reflecting that some plans offer the ability to host “unlimited websites”RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer did not reach out to our 24/Customer Care Center to discuss any hosting related concerns during the timeframe indicatedIf our customer had concerns pertaining to hosting functionality, they could have reached out to our Care representatives at any time. Per the Hosting Agreement acknowledged and accepted by our customer, older plans which indicted they had “unlimited” resources were only limited in the event a website’s content or traffic posed a concern to other websites hosting on the same shared environmentIf that had been the case, our customer would have received email correspondence from our Network Violations team, which they did not. If our customer would like to provide us with additional information for clarification of their concern, they are welcome to email our office at [email protected] 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 additional concernsThe service our customer had purchased functioned as intendedGoDaddy has since submitted a refund in the amount of $USD to our customerTransaction details have been sent to our customer separatelyThank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H***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 responseEither the customer or a third party contacted our support teams on November 17, and had access to the account and was able to provide validation for the accountThey were informed the hosting had expired at that time, would soon be cancelled and that a fee would be charged in order to restore the filesOur customer did not attempt to contact GoDaddy to attempt to restore files until December 13, GoDaddy was able to restore the site with what content was available to restore.GoDaddy charges a $fee per website to restore data when a customer has not backed up their own contentAs a goodwill gesture this fee was reduced to $Customers are not obligated to pay this fee if they maintained independent backups; a responsibility the customer agreed to upon hosting sites with GoDaddyRestores are not a service GoDaddy normally offers and are not guaranteed.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
Thank you for the opportunity to address the complainant’s additional concernsWe have contacted the complainant directly and resolved this matterKindest regards, John M*** Office of the CEO - GoDaddy
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: ***
On September 30, 2012, our customer purchased a domain for yearsThis purchase was made online without the assistance of GoDaddy support staffFollowing this purchase, our customer created an email address, utilizing their new domain name
On February 21, 2013, our customer purchased a domain backorder for the same domainThis purchase was made in a separate account from the one in which the domain had been previously purchasedThis transaction was also completed online, without the assistance of GoDaddy support staffOur customer was sent confirmation of this transaction to the email address they provided when setting up their account
It appears there may have been some confusion when they made this purchase, as they were already the owner of the domainDomain Backorders is a service that helps you attempt to acquire a domain name when it becomes available for registration
On September 30, 2014, our customer’s domain expiredPrior to expiration, GoDaddy sent multiple renewal reminders to the email address provided by our customer when they setup their accountAccount management, including product renewals, is a customer responsibility
In most cases, domain owners can still renew their domain following expiration, however, the timeframe to do so is limitedOn November 11, the domain was canceled as it was not renewedThe email address associated with the domain was also canceled on this date
Subsequently, the backorder purchased by our customer in their other account was successful in capturing the domain nameOur customer was sent email notification and the domain was added to that account on November 11, Furthermore, as part of the Domain Backorders service, email notifications are sent when there is a change to the backordered domain’s statusSuch a notification was sent to our customer on October 25,
To date, our customer has been unable to provide the required security information for the account where the domain was originally registeredWithout this information, we are unable to transfer the email data referenced in their complaint to their other account.Resolution:
GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them
We encourage our customer to continue working with our support staff on this time sensitive issueThe data they wish to have moved is only available for days from the date the domain was canceled
Education:
The customer might find the following article useful.What happens after domain names expire?***
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer
Kindest Regards*** ***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 complainantGoDaddy is only the registrar of record for the domain name in question, and has no other affiliation with
the website, its content or its business practices. GoDaddy has no control over the website content, as the site’s files are hosted elsewhere. The complainant may want to contact the hosting provider in question, Peer Dedicated Hosting, to determine if they have policies in place to address the complainant’s concerns.Additionally, if there is belief that illegal activity has occurred, or if the complainant believes their life may be in danger, we highly recommend they connect with their local law enforcement or legal counsel immediatelyGoDaddy has a long history of cooperation with law enforcement and the courts from a local to international level.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concernsWe stand by our previous responseAs work had already begun on our customer’s website build, they were only eligible for a refund of 70% of the total amount paidThis is per the refund policy which our customer agreed to at the time of purchaseAdditionally, while our customer requested a full refund they were informed that was not possible and that a 70% refund would be provided instead.Lastly, as outlined in our previous response, after the refund was processed our customer indicated their desire to move forward with revisions to the website as our design teams had originally offered to doOur customer was correctly informed they would need to pay back the amount which was refunded before this could be doneOur design teams have since connected with the customer and our customer has paid the amount in questionAs such we consider this matter closed.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C***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 October 28, 2013, our customer purchased an Unlimited Business Email plan for a
two-year term via online transactionThis plan automatically renewed for an additional two-year term on October 28, On October 28, 2017, we attempted to renew our customer’s email plan for another two-year term in accordance with their account settings, however, the transaction failedAn email notification was sent to our customer informing them their email plan failed billingOn November 2, 2017, our customer accessed their account and manually renewed their email plan for two yearsApproximately eight minutes following the initial renewal, our customer’s email plan was renewed a second time via online transaction for an additional two years.Our customer contacted our support center on December 19, 2017, to request a refund for the second renewal transaction and was correctly informed per GoDaddy's Refund Policy, the transaction in question is beyond refund eligibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We value our customer, and as a gesture of good faith, we will refund one of the two renewal transactionsBefore doing so, there are actions within our customer’s account we need their help in performing to reverse the second renewal.We attempted to contact our customer to discuss and resolve their concerns via phone, however; our attempt was unsuccessfulWe have emailed them with an invitation to connect to address their concerns at their earliest convenienceThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D***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 December 22, 2015, our customer purchased an Unlimited Business Workspace Email
plan, with additional email boxes for a one year term with assistance from our customer care team. As part of the bundle included with this purchase, our customer received personal Online Calendars, a Group Online Calendar, and GB mini Online Storage for a one-year term at no charge.On December 22, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the email boxes, calendars, and online storage in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date, including on December 12, 2016.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.Our customer contacted GoDaddy’s customer care team on January 24, 2017, and was properly informed the products in question are no longer refund-eligible. Our customer care team assisted our customer with disabling the automatic renewal feature on the products in questionAgain, these products are not refund eligible.We encourage our customer to review and manage their account settings to prevent further unwanted renewalsThe following information may be useful to our customer:GoDaddy Refund Policy:http://x.co/refundpolicyThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Dont lie to meI sent every bit of info I had witch you requested.But there were several things I did not have.I, like most people do not have an collage id, military id or a passportI never owned a credit card nore did I pay with a credit card but you kept asking for a copy of it. I never received one phone call and I never received any emailed until I reach out to customer support to find out what happened Afyer I sent all the info requested godady stoped responding to me.I never received a refund for the domain, the email or domain privacy etherNow my domain is listed dore sale on godaddys website.saidly the domain was for my online businessAnd saidly I had to close my business and let all my employees goA very said way to start the new year
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 November 25, 2017, our customer initiated the transfer of a domain name from
GoDaddy to another providerOn November 26, 2017, that transfer request failed and our customer was notified via emailOn December 9, the domain in question came due for renewalPer our customer's account preferences, GoDaddy was instructed to not automatically renew our customer's domain name upon expiration and did not do so in a good faith effort to honor its agreements with our customerThat same day our customer contacted our 24/Customer Care Center and was informed they needed to remove the privacy services from the domain if they wished to transfer it awayRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.At this time our customer has two options; they may renew the domain name, wait days, then initiate the transfer with their new provider or they may utilize the information found at the link below and attempt the transfer with the name as isTransferring Expired Domain Names***At this time the domain is still active however, our customer will need to see to either of the above steps as soon as possible to prevent additional fees being due for the renewal of the domainThank 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 additional concernsAs previously indicated the compromise was a result of our customer failing to maintain current versions of their website software/applicationWe rely on our customers to properly handle any needed security updates and offer additional products to assist when desiredOur customer made the decision to hire a third party to assist with the compromised websiteOur customer was forewarned about security issues, but chose not to take the necessary action to protect the website in question If our customer would like to enable the SMART scan functionality of their SiteLock plan, they may find the following article helpfulSet up SMART scanshttps://www.godaddy.com/help/set-up-smart-scans-9128Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and found that the resolution we agreed to via emails between myself and the office of the CEO to be satisfactory. The business in reference has resolved this issue fairly and expeditiously and I sincerely appreciate their help
Sincerely,Scott B B***Scott B B***, GIA Graduate GemologistChairman of the Board, President, and CEOMetdia CorporationPhone: ###-###-####Fax: ###-###-####Email: ***metdia.com
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 22, our customer contacted our Customer Care teams due to problems experienced while attempting to send email messages via a Virtual Private Hosting server they had been utilizing. Our customer was advised their IP address is on a block listGoDaddy does not control the block list however, our technical team has requested an unblock of the associated IP addressRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As with all service providers, GoDaddy had unexpected technical issues and is working quickly and vigorously to resolve them and minimize any impact to our customerGoDaddy is unable to provide a specific time or date of resolution at this time and appreciates our customer’s patience and understandingThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H***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 our customer. We stand by our previous response. Our customer’s account preferences instructed GoDaddy to renew their domain name upon its annual expiration for a one-year term. GoDaddy proactively sent multiple renewal notices prior to the expiration and subsequent renewal transaction which informed our customer the product would be renewed unless additional action was taken A refund for the domain name registration renewal is not applicable. However, if our customer cancels the domain name within days of the renewal that occurred on October 23, 2015; in accordance with our Refund Policy, we will provide a refund for the private registration.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 strives to offer the best service levels in the industry. Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer. Kindest regards, *** ***Office of the CEO - GoDaddy*** ** *** *** *** ***Scottsdale, AZ
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.GoDaddy offers a domain monitoring service for which it charges a feeFor the fee, GoDaddy monitors a list of unavailable domains I submit to themIt immediately advises me via email of any changes in a domain's whois informationGoDaddy continues to collect fees from me without providing the serviceFor over a year - and still continuing - GoDaddy has told me it has software technicians working on the problemSince it never got fixed - and still isn't - it can be presumed that information was falseThe domain monitoring service is an integral part of my business of acquiring and selling domainsWithout the service, we continually lost opportunities to acquire salable domains for our portfolioWe continued to wait because of GoDaddy's repeated assertion that the problem was being fixedIn response to our complaints, the company refers to its Terms of Service and other contractual agreementsTaking money without providing promised services is fraudNo agreement or contract can absolve a company for committing an illegal act.We ask GoDaddy to transfer our monitored domains to another account - one in which the monitoring service is providedWe ask the initial fees for placing the domains in a new account be waived
Regards,
*** ***
Thank you for the opportunity to address the complainant’s concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 4, 2017, the complainant reached out to GoDaddy support teams via
Online Chat to renew their Office email plansThe complainant reached out again via an Online Chat interaction on January 6, During this interaction, the complainant validated the account and stated they wanted to renew some domains as well as purchase new domainsHowever, one of the domains in question was being sold as a premium domain nameDuring the interaction, our support teams correctly informed the complainant what a premium domain name was and the price associated with the domainThe complainant then moved forward and requested and approved our support teams to process the orderThe complainant then asked auto-renewal to be turned off and disconnected the chat.On March 13, 2017, the account holder for the account reached out indicating that a premium domain was purchased without their authorizationOur support teams informed them that the complainant had reached out to our support teams to make the purchase and the account holder insisted that the party in question was affiliated with their account but did not make the purchase and requested a copy of the chat logs.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceAs the account was validated by the complainant and authorization was given to purchase the domain name in question we are unable to refund the transactionAdditionally, requests to be provided with copies of the support interactions would need to be accompanied by a valid subpoena or court order.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Ken C***Office of the CEO - GoDaddy
Mr H***'s response was totally off the mark and did not address the nature of the issues. Virtually all of the information he stated was false:1. On 7/sent billing information to ***, not to the account administrators email address- ***.2. I did contact GoDaddy first the moment I found the charge for $69.99on my bill- July 20th, 2017, days after it posted to my account.3. The GoDaddy agent could not find or otherwise identify the transaction with the information provided on my *** *** bill. GoDaddy's customer service agent suggested I call *** *** and charge back the account.4. *** *** Merchant agreement requires that GoDaddy be able to find and identify disputed transactions by the transaction ID as found on *** *** billing statements. 5. I did contact your customer care team on July 20th, and AGAIN on August 30th!GoDaddy's trade practices are unfair. It is impossible to do a dispute with my credit card company (to weeks to complete) AND resolve the dispute within the period that Mr H*** refers to in the terms and conditions I want a refund.There are two separate disputes filed through *** ***. First on July 20th (***) and a second on August 30th (***). The following is a completely statement:H***:"Contrary to our customer’s understanding, they did not contact our Customer Care team until August 30, 2017"
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainantAfter additional review by GoDaddy’s payment processing team, they have found the funds in question have not been returned to GoDaddy, as the complainant’s financial institution has not rejected these funds. GoDaddy confirmed the payment to and provided the complainant with the ARN(s) (Acquirers Reference Number) associated with these transaction(s).When GoDaddy issues a refund to a financial institution, the receiving institution will typically hold the funds until requested by their customer (the complainant) to determine how the funds will be handled.If the funds were rejected, the financial institution should be able to provide a statement to the complainant that includes a transaction number that GoDaddy can utilize to trace these funds. Again, only in the event the fund request(s) are denied by the financial institution may GoDaddy issue a refund in the form of a check. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,*** ***Office of the CEO - GoDaddy***@GoDaddy.com*** ** *** *** *** ***Scottsdale, AZ
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 September 22, 2016, our customer purchased a domain name with private registration,
Website Builder, and an Office email plan for a one-year term with assistance from GoDaddy’s Chat teamOn August 26, 2017, GoDaddy’s Customer Development Team contacted our customer to discuss their account, however as no account validation occurred on this call, any renewal settings would not have been changed.On September and 23, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question for a one-year term and did so in a good faith effort to honor its agreements with our customerGoDaddy sent multiple renewal notices prior to the expiration date, including on September 12, and September 17, These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was takenOur customer did not contact GoDaddy’s Customer Care team until October 25, to request a refund.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office is willing to refund the domain name and private registration renewal, provided our customer cancels the domain prior to November 7, Once canceled, our customer can contact our office directly via [email protected] to request a refundThe Website Builder and Office renewals are non-refundable per GoDaddy’s Refund Policy: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&isc=statusdotThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thank you for 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.GoDaddy’s website does not reflect the word “unlimited” for any aspect of our
hosting plans beyond reflecting that some plans offer the ability to host “unlimited websites”RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer did not reach out to our 24/Customer Care Center to discuss any hosting related concerns during the timeframe indicatedIf our customer had concerns pertaining to hosting functionality, they could have reached out to our Care representatives at any time. Per the Hosting Agreement acknowledged and accepted by our customer, older plans which indicted they had “unlimited” resources were only limited in the event a website’s content or traffic posed a concern to other websites hosting on the same shared environmentIf that had been the case, our customer would have received email correspondence from our Network Violations team, which they did not. If our customer would like to provide us with additional information for clarification of their concern, they are welcome to email our office at [email protected] 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 additional concernsThe service our customer had purchased functioned as intendedGoDaddy has since submitted a refund in the amount of $USD to our customerTransaction details have been sent to our customer separatelyThank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H***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 responseEither the customer or a third party contacted our support teams on November 17, and had access to the account and was able to provide validation for the accountThey were informed the hosting had expired at that time, would soon be cancelled and that a fee would be charged in order to restore the filesOur customer did not attempt to contact GoDaddy to attempt to restore files until December 13, GoDaddy was able to restore the site with what content was available to restore.GoDaddy charges a $fee per website to restore data when a customer has not backed up their own contentAs a goodwill gesture this fee was reduced to $Customers are not obligated to pay this fee if they maintained independent backups; a responsibility the customer agreed to upon hosting sites with GoDaddyRestores are not a service GoDaddy normally offers and are not guaranteed.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
Thank you for the opportunity to address the complainant’s additional concernsWe have contacted the complainant directly and resolved this matterKindest regards, John M*** Office of the CEO - GoDaddy
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: ***
On September 30, 2012, our customer purchased a domain for yearsThis purchase was made online without the assistance of GoDaddy support staffFollowing this purchase, our customer created an email address, utilizing their new domain name
On February 21, 2013, our customer purchased a domain backorder for the same domainThis purchase was made in a separate account from the one in which the domain had been previously purchasedThis transaction was also completed online, without the assistance of GoDaddy support staffOur customer was sent confirmation of this transaction to the email address they provided when setting up their account
It appears there may have been some confusion when they made this purchase, as they were already the owner of the domainDomain Backorders is a service that helps you attempt to acquire a domain name when it becomes available for registration
On September 30, 2014, our customer’s domain expiredPrior to expiration, GoDaddy sent multiple renewal reminders to the email address provided by our customer when they setup their accountAccount management, including product renewals, is a customer responsibility
In most cases, domain owners can still renew their domain following expiration, however, the timeframe to do so is limitedOn November 11, the domain was canceled as it was not renewedThe email address associated with the domain was also canceled on this date
Subsequently, the backorder purchased by our customer in their other account was successful in capturing the domain nameOur customer was sent email notification and the domain was added to that account on November 11, Furthermore, as part of the Domain Backorders service, email notifications are sent when there is a change to the backordered domain’s statusSuch a notification was sent to our customer on October 25,
To date, our customer has been unable to provide the required security information for the account where the domain was originally registeredWithout this information, we are unable to transfer the email data referenced in their complaint to their other account.Resolution:
GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them
We encourage our customer to continue working with our support staff on this time sensitive issueThe data they wish to have moved is only available for days from the date the domain was canceled
Education:
The customer might find the following article useful.What happens after domain names expire?***
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer
Kindest Regards*** ***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 complainantGoDaddy is only the registrar of record for the domain name in question, and has no other affiliation with
the website, its content or its business practices. GoDaddy has no control over the website content, as the site’s files are hosted elsewhere. The complainant may want to contact the hosting provider in question, Peer Dedicated Hosting, to determine if they have policies in place to address the complainant’s concerns.Additionally, if there is belief that illegal activity has occurred, or if the complainant believes their life may be in danger, we highly recommend they connect with their local law enforcement or legal counsel immediatelyGoDaddy has a long history of cooperation with law enforcement and the courts from a local to international level.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concernsWe stand by our previous responseAs work had already begun on our customer’s website build, they were only eligible for a refund of 70% of the total amount paidThis is per the refund policy which our customer agreed to at the time of purchaseAdditionally, while our customer requested a full refund they were informed that was not possible and that a 70% refund would be provided instead.Lastly, as outlined in our previous response, after the refund was processed our customer indicated their desire to move forward with revisions to the website as our design teams had originally offered to doOur customer was correctly informed they would need to pay back the amount which was refunded before this could be doneOur design teams have since connected with the customer and our customer has paid the amount in questionAs such we consider this matter closed.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C***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 October 28, 2013, our customer purchased an Unlimited Business Email plan for a
two-year term via online transactionThis plan automatically renewed for an additional two-year term on October 28, On October 28, 2017, we attempted to renew our customer’s email plan for another two-year term in accordance with their account settings, however, the transaction failedAn email notification was sent to our customer informing them their email plan failed billingOn November 2, 2017, our customer accessed their account and manually renewed their email plan for two yearsApproximately eight minutes following the initial renewal, our customer’s email plan was renewed a second time via online transaction for an additional two years.Our customer contacted our support center on December 19, 2017, to request a refund for the second renewal transaction and was correctly informed per GoDaddy's Refund Policy, the transaction in question is beyond refund eligibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We value our customer, and as a gesture of good faith, we will refund one of the two renewal transactionsBefore doing so, there are actions within our customer’s account we need their help in performing to reverse the second renewal.We attempted to contact our customer to discuss and resolve their concerns via phone, however; our attempt was unsuccessfulWe have emailed them with an invitation to connect to address their concerns at their earliest convenienceThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D***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 December 22, 2015, our customer purchased an Unlimited Business Workspace Email
plan, with additional email boxes for a one year term with assistance from our customer care team. As part of the bundle included with this purchase, our customer received personal Online Calendars, a Group Online Calendar, and GB mini Online Storage for a one-year term at no charge.On December 22, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the email boxes, calendars, and online storage in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date, including on December 12, 2016.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.Our customer contacted GoDaddy’s customer care team on January 24, 2017, and was properly informed the products in question are no longer refund-eligible. Our customer care team assisted our customer with disabling the automatic renewal feature on the products in questionAgain, these products are not refund eligible.We encourage our customer to review and manage their account settings to prevent further unwanted renewalsThe following information may be useful to our customer:GoDaddy Refund Policy:http://x.co/refundpolicyThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Dont lie to meI sent every bit of info I had witch you requested.But there were several things I did not have.I, like most people do not have an collage id, military id or a passportI never owned a credit card nore did I pay with a credit card but you kept asking for a copy of it. I never received one phone call and I never received any emailed until I reach out to customer support to find out what happened Afyer I sent all the info requested godady stoped responding to me.I never received a refund for the domain, the email or domain privacy etherNow my domain is listed dore sale on godaddys website.saidly the domain was for my online businessAnd saidly I had to close my business and let all my employees goA very said way to start the new year
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 November 25, 2017, our customer initiated the transfer of a domain name from
GoDaddy to another providerOn November 26, 2017, that transfer request failed and our customer was notified via emailOn December 9, the domain in question came due for renewalPer our customer's account preferences, GoDaddy was instructed to not automatically renew our customer's domain name upon expiration and did not do so in a good faith effort to honor its agreements with our customerThat same day our customer contacted our 24/Customer Care Center and was informed they needed to remove the privacy services from the domain if they wished to transfer it awayRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.At this time our customer has two options; they may renew the domain name, wait days, then initiate the transfer with their new provider or they may utilize the information found at the link below and attempt the transfer with the name as isTransferring Expired Domain Names***At this time the domain is still active however, our customer will need to see to either of the above steps as soon as possible to prevent additional fees being due for the renewal of the domainThank 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 additional concernsAs previously indicated the compromise was a result of our customer failing to maintain current versions of their website software/applicationWe rely on our customers to properly handle any needed security updates and offer additional products to assist when desiredOur customer made the decision to hire a third party to assist with the compromised websiteOur customer was forewarned about security issues, but chose not to take the necessary action to protect the website in question If our customer would like to enable the SMART scan functionality of their SiteLock plan, they may find the following article helpfulSet up SMART scanshttps://www.godaddy.com/help/set-up-smart-scans-9128Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and found that the resolution we agreed to via emails between myself and the office of the CEO to be satisfactory. The business in reference has resolved this issue fairly and expeditiously and I sincerely appreciate their help
Sincerely,Scott B B***Scott B B***, GIA Graduate GemologistChairman of the Board, President, and CEOMetdia CorporationPhone: ###-###-####Fax: ###-###-####Email: ***metdia.com
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 22, our customer contacted our Customer Care teams due to problems experienced while attempting to send email messages via a Virtual Private Hosting server they had been utilizing. Our customer was advised their IP address is on a block listGoDaddy does not control the block list however, our technical team has requested an unblock of the associated IP addressRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As with all service providers, GoDaddy had unexpected technical issues and is working quickly and vigorously to resolve them and minimize any impact to our customerGoDaddy is unable to provide a specific time or date of resolution at this time and appreciates our customer’s patience and understandingThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H***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 our customer. We stand by our previous response. Our customer’s account preferences instructed GoDaddy to renew their domain name upon its annual expiration for a one-year term. GoDaddy proactively sent multiple renewal notices prior to the expiration and subsequent renewal transaction which informed our customer the product would be renewed unless additional action was taken A refund for the domain name registration renewal is not applicable. However, if our customer cancels the domain name within days of the renewal that occurred on October 23, 2015; in accordance with our Refund Policy, we will provide a refund for the private registration.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 strives to offer the best service levels in the industry. Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer. Kindest regards, *** ***Office of the CEO - GoDaddy*** ** *** *** *** ***Scottsdale, AZ
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.GoDaddy offers a domain monitoring service for which it charges a feeFor the fee, GoDaddy monitors a list of unavailable domains I submit to themIt immediately advises me via email of any changes in a domain's whois informationGoDaddy continues to collect fees from me without providing the serviceFor over a year - and still continuing - GoDaddy has told me it has software technicians working on the problemSince it never got fixed - and still isn't - it can be presumed that information was falseThe domain monitoring service is an integral part of my business of acquiring and selling domainsWithout the service, we continually lost opportunities to acquire salable domains for our portfolioWe continued to wait because of GoDaddy's repeated assertion that the problem was being fixedIn response to our complaints, the company refers to its Terms of Service and other contractual agreementsTaking money without providing promised services is fraudNo agreement or contract can absolve a company for committing an illegal act.We ask GoDaddy to transfer our monitored domains to another account - one in which the monitoring service is providedWe ask the initial fees for placing the domains in a new account be waived
Regards,
*** ***