Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous responseGoDaddy sent five renewal notices prior to the domains expiration dateUpon expiration, GoDaddy sent an additional three failed billing notifications between the dates of May 6, and May 17, Account management is a customer responsibility.The Website Builder product and domain name are renewed independently, as you can have one without the otherThe product can be used with any domain name even if it is not registered with us.Our gesture of goodwill remainsIf our customer wishes to redeem their domain name for the retail rate of renewal plus half the redemption fee, they may do so by contacting our Customer Care CenterThis offer will remain in effect through July 1, 2017, at which point our customer will be required to pay the full redemption fee to recover their domain name.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D***Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by the complainantWhile the complainant’s domain may be set to expire in 2018, the complainant’s concerns revolve around their hosting account, a separate product.As previously stated, GoDaddy made the difficult decision to cease the hosting service that the complainant’s website resided on. The complainant was notified via email on May 14, via email. GoDaddy has no control over what happens to email notices after leaving our system, or how the complainant's ISP or email client chooses to handle the email once received GoDaddy did not call the complainant, in compliance with the complainant’s contact preferences stating they do not wish to receive calls regarding their account.GoDaddy provided days after suspension to allow the complainant to retrieve files, however, no action was taken by the complainant until November 15, 2015. While we make a best effort to partner in our customers’ successes, our customers must also be responsible for their actions or lack thereof.Again, the complainant was provided a customer-specific code for a free Economy Plesk hosting plan for one year, and can contact our customer care team with any questions on redeeming this codeGoDaddy will not provide $as requested, nor will GoDaddy create a new site for the complainant at no charge The complainant may wish to review sites such as Archive.org and utilize the “Wayback Machine” to determine if they may be able to recover any of their site content.Thank you again for the opportunity to address 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 additional concernsGoDaddy stands by its previous response. On May 13, 2017, our customer contacted our Hosting Support team and was advised of the steps to install a desired application to their hosting plan. At that time, our customer was also advised of any errors that could occur with the changes they wished to make, and the cause of any errors they were seeing at the time. These errors were caused by the domain not being added to the hosting account in question, and our agents were able to provide information to our customer within the scope of our Statement of Support, found at https://www.godaddy.com/agreements/showdoc.aspx?pageid=20240, to try to help the customer attempt to correct the issue.Again, should our customer require technical assistance with their account or products, our friendly and knowledgeable customer care team can be reached at 480-505-or by visiting https://support.godaddy.com/ for live chat, help articles and more 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 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• Website Builder Service AgreementThe latest version of this agreement and other legal agreements may be found at: ***The forms our customer created using GoDaddy’s Website Builder are not typical, specifically, the number of elements included on the formThere are inherent limitations with template based software, such as Website Builder, that are put in place to allow optimal performanceUnfortunately, our customer’s forms have exceeded these limitations.Resolution:GoDaddy values our customer’s business and has upheld its agreements with them in good faith.As a onetime exception, GoDaddy will renew their Website Builder for months at no costShould our customer wish to accept this offer, they may indicate so in reply.Education:Our customer may wish to research third party tools that can be used to create formsAs these tools focus on form creation, they often allow more flexibility and provide more featuresWebsite Builder is designed to allow embedding of such formsThey may find this support article useful, specifically the section on HTML.Designing Pages with Website Builder v- ***Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,*** ***Office of the CEO
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,
*** ***
Thank you for the opportunity to address our customer’s additional concerns. Our office has connected with our customer and is currently working to resolve all of their technical concerns. Kindest regards,Gary H***Office of the CEO - GoDaddy
Go Daddy did not have the authorization to use the Citibank card they chargedIt was Citibank that notified me of the attempted charge and Citibank which did not release the fundsIf Go Daddy had the authority the charge would have been paid by CitibankAlso, for some reason I was not alerted by Citibank of their concern for over a month as they were looking into the issue themselvesTherefore I was unable to follow up on this until I received the notification of the attempt by Go Daddy to make the unauthorized transaction until that timeI would have contacted Go Daddy myself if I had been properly notified in advanceMy business email was being sent a large volume of spam at that time which I had to filter and curbIf I had received proper notification by mail as I had been send previously I would have dealt with this earlierI am sending the prior noticesWithout proper notice Go Daddy did not stand by the terms of the original agreement
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainantWe have reviewed this matter and would like to present the following.As previously stated, the domain name in question was canceled on March 3, from within the customer accountThis action was taken either by the complainant or a party authorized to access their account, and the complainant was notified via email when this cancellation took place.The complainant did not contact our 24/Customer Care Center to attempt recover the domain until May 2, 2015, at which time the domain was in a non-recoverable status and in the process of being returned to the domain registryAgain, by canceling the domain on March 3, whether intentional or not, the complainant voluntarily ended the domain’s registration.The domain name is currently publicly available for registration, and we would encourage the complainant to register the domain name as soon as possible.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***@GoDaddy.com*** ** *** *** *** ***Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
because go daddy could not give me a definitive time I lost out on $I was told that most issues are resolved and to hours I was not updated it was past hours and I was told it was no definitive time I had to call several times because several people were didn't give me several different answersI was also told that it was a known issue and was posted on the known issue board of Go Daddy I later find out that that was not the truth it was not a known issue posted
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.The domains in question were not automatically renewedOn January 24, 2017, our
customer contacted GoDaddy support via phoneDuring this interaction, our customer expressed a desire to change the term length to one year for their domains which were set for automatic renewalOur customer was advised that in order to change the automatic renewal term to one year, they would need to manually renew the domains in question for one yearOur customer agreed, authorizing the agent to place the renewal order on their behalf. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Renewing a domain is an irreversible actionOur customer is correct in that we are unable to issue a refund, as the domains are still active within their accountAdditionally, GoDaddy has already provided the money to the Registry and we are unable to recoup said funds.While we are unable to refund the fees paid, we would like to resolve this in good faithAs such, we would like to add an in-store credit to our customers account in the amount of $USDIf this is acceptable to our customer, they may let us know by sending an email to [email protected] you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns.While we do a lot of things right, we also know we have room for improvementAs previously stated, we are working diligently to reduce our hold times.If it is our customers desire to move their services to another registrar, they can transfer their domains away by referencing the following article:https://www.godaddy.com/help/transferring-domain-names-to-another-regist...⇄ our customers hosting accounts, we encourage our customer to transfer the contents of their websites before cancelling their services to avoid any down time of their websitesOnce they have canceled their hosting services with us, they are welcome to contact our 24/support teams to review the refund eligibility of any cancelled products.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D***Office of the CEO - GoDaddy
This response is untrueThe issue is that I never received the refund for $to date! I've confirmed this with my credit card company and provided Godaddy with a copy of my statement attached showing ONE refund processed in the amount of $I've attempted to resolve this numerous timesI do not have a problem with paying for my productsI simply asked to cancel some that I have never utilized for years! This mix up was their mistakeOnly one refund was given to me and now they're holding my website and domain hostageThis isn't how business is handled and certainly not customer service
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 October 6, 2015, our customer purchased a domain, email, and Website Builder
bundle for a one-year term via online transaction On October 6, 2016, per our customer's account preferences, GoDaddy automatically renewed the Website Builder and email in question in good faith to honor agreements with our customer.GoDaddy sent a renewal notice prior to expiration on September 26, 2016, informing our customer their products would renew unless additional action was takenAccount management is a customer responsibility.Our customer contacted GoDaddy’s customer care on October 12, 2016, regarding the renewal, but was unable to validate their GoDaddy accountOur customer indicated they would complete the account update process via changeupdate.com to access the account; these steps were not taken.Our customer next contacted GoDaddy on November 27, 2016, and was able to validate the account. They were properly informed by our customer care team that the transaction was no longer refund-eligible per GoDaddy’s refund policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy provides customers the ability to modify account preferences for each product or serviceThis allows full control of deciding which products and services our customers wish to keep active at any given timeDuring the November 27th interaction, our customer care team assisted our customer in disabling the automatic renewal for their products, and the products should not renew at expirationOur customer can utilize the products with another domain until expiration.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 the concerns presented by our customerOur customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx GoDaddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any actionThese practices are discussed within the Universal Terms of Service Agreement referenced above On May 28, 2014, May 28, 2015, and June 1, 2016, our customer’s financial institution provided GoDaddy with updated information for the payment method associated to the services in question.Per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question and did so following our receipt of the updated credit card information in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to expiration for each service term, most recently on:• April 20, 2016• May 5, 2016• May 15, 2016These 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.We have no record of our customer contacting support staff to request cancellation of services and deactivation of their accountOur customer will need to do so in order to ensure no future billing occurs within their account with us. We also encourage our customer to review and manage their account settings to prevent further unwanted renewalsThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at ***.On September 11, our customer purchased a premium domain name in an online
transactionThis included the premium domain name purchase price and the one-year registration feePremium domain names are short, memorable, easy-to-spell names that end in a popular extension like .comThese domains tend to cost a lot more than domains, because they are more likely to drive traffic to a website.After our customer purchased the domain in question they contacted GoDaddy’s support teams to inquire on the domain’s statusOur customer was correctly informed that it could take up to two weeks for the domain name to be added to the accountOn September 14, 2017, our customer was notified the domain was now accessible within their accountWhen our customer called on October 05, to inquire a refund on the domain name, they were correctly informed it was not eligible for a refund.The price of any product and the subtotal of the order is shown multiple times prior to processing an orderWe have verified that GoDaddy’s shopping cart was working correctlyOur customer had a chance to verify the order amount before processingAdditionally, GoDaddy sent an order confirmation to our customer to the email address provided during checkout.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceUnfortunately, GoDaddy will be unable to refund our customer’s purchaseOur customer does have some options such as keeping the domain name, or reselling it themselves to try and recuperate their costs.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
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 The domain name specified and an email plan expired from within our customer’s account on
September 7, 2015. The plan was canceled on September 27, for non-payment. On October 8, via an online transaction, our customer recovered their expired domain from registry redemption by paying the applicable fee and renewed the domain for a 10-year period. In a separate transaction, our customer purchased two Business Email plans, each for a one-year term. Our customer then contacted our customer support team by phone and requested an upgrade to another GoDaddy email service offering, Microsoft Office 365. The Business Email plans previously purchased were canceled and refunded in fullOur customer then purchased an Email Essentials, Microsoft Office plan for a two-year term and assistance was provided in the setup of the service Our customer is now requesting a refund for their domain registration, redemption fee, and email services. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. The services our customer purchased are functioning as intended. Domains and associated fees are non-refundable. If the email plan our customer purchased not accommodate their needs, they may request an In-Store credit for any unused time remaining on their plan upon cancellationThere are no applicable refunds within our customer’s account. 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 opportunities Thank you again for the opportunity to address the concerns presented by the complainant. Kindest regards, Gary H***Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant 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 Registration Agreement The latest version of these agreements may be found at: ***The complainant purchased the Domain Name in question on June 29, for a one year term during an online transactionThey subsequently manually renewed the Domain Name in question on: • April 30, (year term)• June 2, (year term)• April 14, (year term)• July 1, (year term)• July 6, (year term)• April 1, (year term) Prior to the Domain Name in question’s scheduled June 30, expiration, GoDaddy sent multiple notices pre and post expiration to the complainantPer the complainant’s account preferences, GoDaddy was instructed to not automatically renew the domain in question. On the date of expiration the complainant’s purchased and agreed term of registration endedAfter this expiration date GoDaddy (at our own expense) provided a days grace period for the complainant to renew or redeem their domainAccount management is a customer responsibility. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The Domain Name in question correctly followed the expiration life-cycle and was acquired by another partyThe party who acquired the Domain Name in question has elected to list it for sale as a Premium Domain Name through the GoDaddy Website.EDUCATION:The complainant might find these articles useful.What happens after domain names expire?***What are Premium Listings?*** 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:• Universal Terms of Service AgreementThe latest version of these agreements can be found at: ***On March 11, 2015, a Premium Extended Validation (EV) SSL certificate was purchased for a one year term via an online transaction in the customer account in questionPremium EV SSL certificates are used to assure visitors to a website that the organization's legal and physical existence has been verified according to strict industry standards. As such, our Premium EV SSL certificates require an extensive vetting process which may take up to days to complete, due to the extensive email correspondence that may be required to provide our SSL specialists the necessary identification documents RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As all of the necessary documentation to complete the verification process has been provided, we have contacted the complainant directly and verified that the Premium EV SSL certificate in question was issued on April 2, 2015. This SSL certificate is valid for a one year period from that date.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.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
Thank you for the opportunity to address the concerns presented by our customerOur customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx As a normal
course of business, it may be necessary for GoDaddy to migrate our serversThis is discussed in the terms agreed to by our customerOn April 12, 2016, our customer was migrated to a new hosting server. During the migration, there were unexpected technical issues in moving our customer’s contentRESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceWe have attempted to connect with our customer via phone to discuss their concerns. GoDaddy’s hosting teams were able to review our disaster backups and locate our customer’s content. As a goodwill gesture, our hosting teams have backed up the currently hosted content, and inserted the customer’s restored content to their account. Additionally, GoDaddy has provided two years of hosting service to our customer at no costWhile we understand and regret that our customer may be seeking another provider, GoDaddy will not cover the cost to move their websiteIf our customer chooses to switch providers, any time already paid for on their domain registration will follow them to a new providerFinally, although GoDaddy has a process for attempting data recovery, maintaining an independent backup to prevent against the loss of website content is not only a best practice, but is also a customer responsibility, as outlined in the terms agreed to by our customerThank you again for the opportunity to address the concerns presented by our customerKindest regards, Stephen J***Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customerGoDaddy will typically offer customers discounted prices during their initial term, when they are likely to be just starting out in their business and may not be up and running yetUpon renewal, GoDaddy asks customers to pay the fair market value for a service that gives them 24/customer support and helps their business be successful.Additionally, a domain's expiration date is not arbitrarily set by GoDaddyThe customer chose the initial date of registration and the term of registration. At the time of purchase, the customer had many options available to them, such as recording the expiration date in their ledger or calendarWhile GoDaddy sent expiration notices before the domain's expiration date to the customer via email, GoDaddy has no control over what happens to the email notice after it leaves our system or how the customer's ISP or email client chooses to handle the email once receivedAccount management and renewal of domains is solely a customer responsibility and our customer agreed to this when they registered domains through GoDaddyWhile we make a best effort to partner in our customer's success, our customer must also be responsible for their actions or lack thereof.Furthermore, as a domain registrar, GoDaddy acquires domains from each specific registry on our customers’ behalf. These registries have specific refund policies in place, which limit the time GoDaddy has to receive a refund on canceled domains. As GoDaddy is unable to receive a refund from the registry for the domain name renewal in question, we are unable to refund our customerWe encourage our customer to review and manage their account settings to prevent further unwanted renewals.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous responseGoDaddy sent five renewal notices prior to the domains expiration dateUpon expiration, GoDaddy sent an additional three failed billing notifications between the dates of May 6, and May 17, Account management is a customer responsibility.The Website Builder product and domain name are renewed independently, as you can have one without the otherThe product can be used with any domain name even if it is not registered with us.Our gesture of goodwill remainsIf our customer wishes to redeem their domain name for the retail rate of renewal plus half the redemption fee, they may do so by contacting our Customer Care CenterThis offer will remain in effect through July 1, 2017, at which point our customer will be required to pay the full redemption fee to recover their domain name.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D***Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by the complainantWhile the complainant’s domain may be set to expire in 2018, the complainant’s concerns revolve around their hosting account, a separate product.As previously stated, GoDaddy made the difficult decision to cease the hosting service that the complainant’s website resided on. The complainant was notified via email on May 14, via email. GoDaddy has no control over what happens to email notices after leaving our system, or how the complainant's ISP or email client chooses to handle the email once received GoDaddy did not call the complainant, in compliance with the complainant’s contact preferences stating they do not wish to receive calls regarding their account.GoDaddy provided days after suspension to allow the complainant to retrieve files, however, no action was taken by the complainant until November 15, 2015. While we make a best effort to partner in our customers’ successes, our customers must also be responsible for their actions or lack thereof.Again, the complainant was provided a customer-specific code for a free Economy Plesk hosting plan for one year, and can contact our customer care team with any questions on redeeming this codeGoDaddy will not provide $as requested, nor will GoDaddy create a new site for the complainant at no charge The complainant may wish to review sites such as Archive.org and utilize the “Wayback Machine” to determine if they may be able to recover any of their site content.Thank you again for the opportunity to address 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 additional concernsGoDaddy stands by its previous response. On May 13, 2017, our customer contacted our Hosting Support team and was advised of the steps to install a desired application to their hosting plan. At that time, our customer was also advised of any errors that could occur with the changes they wished to make, and the cause of any errors they were seeing at the time. These errors were caused by the domain not being added to the hosting account in question, and our agents were able to provide information to our customer within the scope of our Statement of Support, found at https://www.godaddy.com/agreements/showdoc.aspx?pageid=20240, to try to help the customer attempt to correct the issue.Again, should our customer require technical assistance with their account or products, our friendly and knowledgeable customer care team can be reached at 480-505-or by visiting https://support.godaddy.com/ for live chat, help articles and more 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 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• Website Builder Service AgreementThe latest version of this agreement and other legal agreements may be found at: ***The forms our customer created using GoDaddy’s Website Builder are not typical, specifically, the number of elements included on the formThere are inherent limitations with template based software, such as Website Builder, that are put in place to allow optimal performanceUnfortunately, our customer’s forms have exceeded these limitations.Resolution:GoDaddy values our customer’s business and has upheld its agreements with them in good faith.As a onetime exception, GoDaddy will renew their Website Builder for months at no costShould our customer wish to accept this offer, they may indicate so in reply.Education:Our customer may wish to research third party tools that can be used to create formsAs these tools focus on form creation, they often allow more flexibility and provide more featuresWebsite Builder is designed to allow embedding of such formsThey may find this support article useful, specifically the section on HTML.Designing Pages with Website Builder v- ***Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,*** ***Office of the CEO
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,
*** ***
Thank you for the opportunity to address our customer’s additional concerns. Our office has connected with our customer and is currently working to resolve all of their technical concerns. Kindest regards,Gary H***Office of the CEO - GoDaddy
Go Daddy did not have the authorization to use the Citibank card they chargedIt was Citibank that notified me of the attempted charge and Citibank which did not release the fundsIf Go Daddy had the authority the charge would have been paid by CitibankAlso, for some reason I was not alerted by Citibank of their concern for over a month as they were looking into the issue themselvesTherefore I was unable to follow up on this until I received the notification of the attempt by Go Daddy to make the unauthorized transaction until that timeI would have contacted Go Daddy myself if I had been properly notified in advanceMy business email was being sent a large volume of spam at that time which I had to filter and curbIf I had received proper notification by mail as I had been send previously I would have dealt with this earlierI am sending the prior noticesWithout proper notice Go Daddy did not stand by the terms of the original agreement
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainantWe have reviewed this matter and would like to present the following.As previously stated, the domain name in question was canceled on March 3, from within the customer accountThis action was taken either by the complainant or a party authorized to access their account, and the complainant was notified via email when this cancellation took place.The complainant did not contact our 24/Customer Care Center to attempt recover the domain until May 2, 2015, at which time the domain was in a non-recoverable status and in the process of being returned to the domain registryAgain, by canceling the domain on March 3, whether intentional or not, the complainant voluntarily ended the domain’s registration.The domain name is currently publicly available for registration, and we would encourage the complainant to register the domain name as soon as possible.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***@GoDaddy.com*** ** *** *** *** ***Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
because go daddy could not give me a definitive time I lost out on $I was told that most issues are resolved and to hours I was not updated it was past hours and I was told it was no definitive time I had to call several times because several people were didn't give me several different answersI was also told that it was a known issue and was posted on the known issue board of Go Daddy I later find out that that was not the truth it was not a known issue posted
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.The domains in question were not automatically renewedOn January 24, 2017, our
customer contacted GoDaddy support via phoneDuring this interaction, our customer expressed a desire to change the term length to one year for their domains which were set for automatic renewalOur customer was advised that in order to change the automatic renewal term to one year, they would need to manually renew the domains in question for one yearOur customer agreed, authorizing the agent to place the renewal order on their behalf. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Renewing a domain is an irreversible actionOur customer is correct in that we are unable to issue a refund, as the domains are still active within their accountAdditionally, GoDaddy has already provided the money to the Registry and we are unable to recoup said funds.While we are unable to refund the fees paid, we would like to resolve this in good faithAs such, we would like to add an in-store credit to our customers account in the amount of $USDIf this is acceptable to our customer, they may let us know by sending an email to [email protected] you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns.While we do a lot of things right, we also know we have room for improvementAs previously stated, we are working diligently to reduce our hold times.If it is our customers desire to move their services to another registrar, they can transfer their domains away by referencing the following article:https://www.godaddy.com/help/transferring-domain-names-to-another-regist...⇄ our customers hosting accounts, we encourage our customer to transfer the contents of their websites before cancelling their services to avoid any down time of their websitesOnce they have canceled their hosting services with us, they are welcome to contact our 24/support teams to review the refund eligibility of any cancelled products.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D***Office of the CEO - GoDaddy
This response is untrueThe issue is that I never received the refund for $to date! I've confirmed this with my credit card company and provided Godaddy with a copy of my statement attached showing ONE refund processed in the amount of $I've attempted to resolve this numerous timesI do not have a problem with paying for my productsI simply asked to cancel some that I have never utilized for years! This mix up was their mistakeOnly one refund was given to me and now they're holding my website and domain hostageThis isn't how business is handled and certainly not customer service
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 October 6, 2015, our customer purchased a domain, email, and Website Builder
bundle for a one-year term via online transaction On October 6, 2016, per our customer's account preferences, GoDaddy automatically renewed the Website Builder and email in question in good faith to honor agreements with our customer.GoDaddy sent a renewal notice prior to expiration on September 26, 2016, informing our customer their products would renew unless additional action was takenAccount management is a customer responsibility.Our customer contacted GoDaddy’s customer care on October 12, 2016, regarding the renewal, but was unable to validate their GoDaddy accountOur customer indicated they would complete the account update process via changeupdate.com to access the account; these steps were not taken.Our customer next contacted GoDaddy on November 27, 2016, and was able to validate the account. They were properly informed by our customer care team that the transaction was no longer refund-eligible per GoDaddy’s refund policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy provides customers the ability to modify account preferences for each product or serviceThis allows full control of deciding which products and services our customers wish to keep active at any given timeDuring the November 27th interaction, our customer care team assisted our customer in disabling the automatic renewal for their products, and the products should not renew at expirationOur customer can utilize the products with another domain until expiration.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 the concerns presented by our customerOur customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx GoDaddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any actionThese practices are discussed within the Universal Terms of Service Agreement referenced above On May 28, 2014, May 28, 2015, and June 1, 2016, our customer’s financial institution provided GoDaddy with updated information for the payment method associated to the services in question.Per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question and did so following our receipt of the updated credit card information in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to expiration for each service term, most recently on:• April 20, 2016• May 5, 2016• May 15, 2016These 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.We have no record of our customer contacting support staff to request cancellation of services and deactivation of their accountOur customer will need to do so in order to ensure no future billing occurs within their account with us. We also encourage our customer to review and manage their account settings to prevent further unwanted renewalsThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at ***.On September 11, our customer purchased a premium domain name in an online
transactionThis included the premium domain name purchase price and the one-year registration feePremium domain names are short, memorable, easy-to-spell names that end in a popular extension like .comThese domains tend to cost a lot more than domains, because they are more likely to drive traffic to a website.After our customer purchased the domain in question they contacted GoDaddy’s support teams to inquire on the domain’s statusOur customer was correctly informed that it could take up to two weeks for the domain name to be added to the accountOn September 14, 2017, our customer was notified the domain was now accessible within their accountWhen our customer called on October 05, to inquire a refund on the domain name, they were correctly informed it was not eligible for a refund.The price of any product and the subtotal of the order is shown multiple times prior to processing an orderWe have verified that GoDaddy’s shopping cart was working correctlyOur customer had a chance to verify the order amount before processingAdditionally, GoDaddy sent an order confirmation to our customer to the email address provided during checkout.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceUnfortunately, GoDaddy will be unable to refund our customer’s purchaseOur customer does have some options such as keeping the domain name, or reselling it themselves to try and recuperate their costs.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
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 The domain name specified and an email plan expired from within our customer’s account on
September 7, 2015. The plan was canceled on September 27, for non-payment. On October 8, via an online transaction, our customer recovered their expired domain from registry redemption by paying the applicable fee and renewed the domain for a 10-year period. In a separate transaction, our customer purchased two Business Email plans, each for a one-year term. Our customer then contacted our customer support team by phone and requested an upgrade to another GoDaddy email service offering, Microsoft Office 365. The Business Email plans previously purchased were canceled and refunded in fullOur customer then purchased an Email Essentials, Microsoft Office plan for a two-year term and assistance was provided in the setup of the service Our customer is now requesting a refund for their domain registration, redemption fee, and email services. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. The services our customer purchased are functioning as intended. Domains and associated fees are non-refundable. If the email plan our customer purchased not accommodate their needs, they may request an In-Store credit for any unused time remaining on their plan upon cancellationThere are no applicable refunds within our customer’s account. 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 opportunities Thank you again for the opportunity to address the concerns presented by the complainant. Kindest regards, Gary H***Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant 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 Registration Agreement The latest version of these agreements may be found at: ***The complainant purchased the Domain Name in question on June 29, for a one year term during an online transactionThey subsequently manually renewed the Domain Name in question on: • April 30, (year term)• June 2, (year term)• April 14, (year term)• July 1, (year term)• July 6, (year term)• April 1, (year term) Prior to the Domain Name in question’s scheduled June 30, expiration, GoDaddy sent multiple notices pre and post expiration to the complainantPer the complainant’s account preferences, GoDaddy was instructed to not automatically renew the domain in question. On the date of expiration the complainant’s purchased and agreed term of registration endedAfter this expiration date GoDaddy (at our own expense) provided a days grace period for the complainant to renew or redeem their domainAccount management is a customer responsibility. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The Domain Name in question correctly followed the expiration life-cycle and was acquired by another partyThe party who acquired the Domain Name in question has elected to list it for sale as a Premium Domain Name through the GoDaddy Website.EDUCATION:The complainant might find these articles useful.What happens after domain names expire?***What are Premium Listings?*** 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:• Universal Terms of Service AgreementThe latest version of these agreements can be found at: ***On March 11, 2015, a Premium Extended Validation (EV) SSL certificate was purchased for a one year term via an online transaction in the customer account in questionPremium EV SSL certificates are used to assure visitors to a website that the organization's legal and physical existence has been verified according to strict industry standards. As such, our Premium EV SSL certificates require an extensive vetting process which may take up to days to complete, due to the extensive email correspondence that may be required to provide our SSL specialists the necessary identification documents RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As all of the necessary documentation to complete the verification process has been provided, we have contacted the complainant directly and verified that the Premium EV SSL certificate in question was issued on April 2, 2015. This SSL certificate is valid for a one year period from that date.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.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
Thank you for the opportunity to address the concerns presented by our customerOur customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx As a normal
course of business, it may be necessary for GoDaddy to migrate our serversThis is discussed in the terms agreed to by our customerOn April 12, 2016, our customer was migrated to a new hosting server. During the migration, there were unexpected technical issues in moving our customer’s contentRESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceWe have attempted to connect with our customer via phone to discuss their concerns. GoDaddy’s hosting teams were able to review our disaster backups and locate our customer’s content. As a goodwill gesture, our hosting teams have backed up the currently hosted content, and inserted the customer’s restored content to their account. Additionally, GoDaddy has provided two years of hosting service to our customer at no costWhile we understand and regret that our customer may be seeking another provider, GoDaddy will not cover the cost to move their websiteIf our customer chooses to switch providers, any time already paid for on their domain registration will follow them to a new providerFinally, although GoDaddy has a process for attempting data recovery, maintaining an independent backup to prevent against the loss of website content is not only a best practice, but is also a customer responsibility, as outlined in the terms agreed to by our customerThank you again for the opportunity to address the concerns presented by our customerKindest regards, Stephen J***Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customerGoDaddy will typically offer customers discounted prices during their initial term, when they are likely to be just starting out in their business and may not be up and running yetUpon renewal, GoDaddy asks customers to pay the fair market value for a service that gives them 24/customer support and helps their business be successful.Additionally, a domain's expiration date is not arbitrarily set by GoDaddyThe customer chose the initial date of registration and the term of registration. At the time of purchase, the customer had many options available to them, such as recording the expiration date in their ledger or calendarWhile GoDaddy sent expiration notices before the domain's expiration date to the customer via email, GoDaddy has no control over what happens to the email notice after it leaves our system or how the customer's ISP or email client chooses to handle the email once receivedAccount management and renewal of domains is solely a customer responsibility and our customer agreed to this when they registered domains through GoDaddyWhile we make a best effort to partner in our customer's success, our customer must also be responsible for their actions or lack thereof.Furthermore, as a domain registrar, GoDaddy acquires domains from each specific registry on our customers’ behalf. These registries have specific refund policies in place, which limit the time GoDaddy has to receive a refund on canceled domains. As GoDaddy is unable to receive a refund from the registry for the domain name renewal in question, we are unable to refund our customerWe encourage our customer to review and manage their account settings to prevent further unwanted renewals.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy