[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
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
I have cancelled all of my domains/products and my account is paid up and in good standing. They required me to fill out several forms in order to cancel my 'protected domain' and Godaddy account, which I did. I have done everything they have asked and they still will not release my credit card from billable status. The whole thing has been an attempt to wear me down, so they can continue to bill me. They will not allow me to remove my credit card unless I give them another one. Total scam!!!
Regards,
*** ***
personal Insults by company staff do not mean that contractual obligations were handled appropriatelyMonetary damage was done to my business as a result of this action by Godaddy, and no reminder email was issued before my DNS records were affectedAttached is a chat log from a web chat with Godaddy in which staff acted at a minimum unprofessionally and without care for my business
The backend of the software was never working rightThe cause of the multiple issues I experienced with the deluxe hosting was continuously shifting between repsI never authorized the additional year of service.Regardless, even if I had authorized it, the numerous calls and the dissatisfaction with the mulitude of issues do to your software, should warrant a refund of a term that I would not be taking part in. This is horrible customer service and a blatant and insulting cash grab by a company that lost track of helping its users properly and keeps building on its antiquated and buggy system.I do not accept this response and you need to refund my money for services I am not receiving or authorized
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 January 4, 2017, our customer registered a domain name for a 3-year termOn
January 16, 2017, our customer purchased a Basic Managed WordPress hosting plan for a 1-year term On March 18, 2017, our customer contacted our Customer Care team due to their website code being compromisedOur customer upgraded their existing Basic Managed WordPress to an Ultimate-tier plan which includes SiteLock malware detection and removal servicesSiteLock is a third party software offered to our customers as an extra layer of protection against malware and virus injectionsMaintaining proper website security is a customer responsibility.Our customer canceled their hosting and malware detection and removal services on April 14, and contacted our Customer Care team to request a refund. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our support teams provided proper guidance and suggestions to our customer for maintaining a secure website; a customer responsibilityThe hosting services our customer purchased functioned as intended. On April 14, 2017, a refund was provided to our customer for the hosting upgrade transactionThe domain registration and hosting services are beyond refund eligibilityOur customer’s domain remains active within their account. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H***Office of the CEO - GoDaddy
I'm paying for a service This service is to have a functional websiteGodaddy has had so many outages since my sign up The service is not being withheld if I'm not receiving this service because I cannot login to my admin because of Godaddy server issues or potential and current clients cannot visit my website Just on the 29th I was not able to get into the admin for approximately hoursHaving a random outage can be expected After the almost months of this issue, I would think a company would resolve their problemsAgain, the service I'm paying for is for a reliable website, which I am not gettingMy wish is for Godaddy to fix this
Thank you for the opportunity to address the additional concerns presented by the complainant.We stand by our previous responseThe domain name provided in the complaint has never been registered with GoDaddy. Furthermore, the cr provided within the complainant's comments does not identify a GoDaddy account.We suggest the complainant utilize any contact information they may have and contact the correct business entity to resolve their concernsThank you again for the opportunity to address the additional concerns presented by the complainant.Kindest regards,Ken C***Office of the CEO - GoDaddy
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
** ***
PS: To Godaddy supportI sent the Revdex.com an email last night stating that that the transfer had been successfully completed, the Revdex.com case had been resolved satisfactorily & that I wished to close the Revdex.com complaintTo what extant (if any) the Revdex.com's lateness in closing the case at my request (since Godaddy & I resolved the issue yesterday afternoon) necessitated your response today I sincerely apologizeThanks again to "Lynn" from Godaddy Live Chat, Mandy O'Conner from the Office of the CEO, and last but certainly not least the ReviewTeam for their help in getting this issue quickly resolved in about hours instead of the days I was totally dreading!!!!
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On February 20, 2011, our customer purchased a Economy Linux hosting plan for five
year term via a phone interactionOn February 20, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the plan again for a five-year term and did so in a good faith effort to honor its agreements with our customerGoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. GoDaddy also sent our customer renewal notices via email prior to the renewal of the hosting planThese 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.Our customer made multiple attempts to request a refund but was correctly informed that they were outside the period of refund eligibilityRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.A chargeback was initiated on the hosting on April 1, 2016. This chargeback withdrew payments made to GoDaddy and the hosting was suspended from the accountTo reactivate the hosting, the original funds totaling $must be paid in full, plus a $USD administrative fee.At this time the order in question in no longer eligible for refund and their hosting will stay suspended until the chargeback is resolvedOur customer may find the following support link helpfulRefund Policy: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_IDThan...⇄ you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainantWe have reviewed this matter and would like to present the following Should the complainant cancel their Get Found service we will provide them with a full refund to their payment method used for purchaseFurthermore we appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunitiesGoDaddy strives to offer the best service levels in the industry While Mr*** is not currently in the office I will pass along the complainant’s request to him in an effort to schedule a time where they may discuss the situation Thank you 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 ###-###-#### Phone ###-###-#### Fax
Thank you for the opportunity to address our customer's concerns. The complainant is not a GoDaddy customer, nor has GoDaddy entered into any relationship or agreements with the complainant.GoDaddy accounts are intended to be single user accounts onlyIn the event account access must be
shared, we always recommend the login information be maintained by the primary user or business ownerGoDaddy cannot provide account access to a non-validated third party and has strict policies for granting access in situations where a third party needs to obtain management of an accountRESOLUTION:GoDaddy received a Change of Account request from the owner of the domain name and replied with the additional information needed from that personAs of now, we have not heard back with the needed informationOnce the domain name owner replies with the requested information, we can move forward with the request to gain access to the accountThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
I did not receive a single e-mail; nor did my account provide any clear indication of what was happening, why it was happening, what stage it was at, or why the entries suddenly disappeared without warning, error or commentThis represents a major technical flaw in the product, rendering it quite simply unfit for purpose. Regardless, I do not want a defective auctions account and reiterate my request for a refund in full, as the service that I have paid for has simply not been provided
Thank you for the opportunity to address the additional concerns presented by our customerOur customer contacted GoDaddy’s customer support on April 9, 2016, inquiring whether they could apply In-Store Credit to a previous purchase they had made. Our customer was correctly informed they could not, however the In-Store Credit could be applied to future purchases Again, on April 19, 2016, a chargeback was initiated for the renewal transaction on March 9, 2016. This chargeback removed the funds from GoDaddy. If our customer did not initiate this chargeback, they will need to discuss their concerns with their financial institution. In order to reactivate the domain in question, our customer had to pay the amount of the original domain transaction, in addition to a $chargeback administration fee. The administration fee is charged as GoDaddy incurs costs to handle chargebacks, including the cost for our staff to research and address these items.Our customer was utilizing a free email credit associated with the charged back domain. As the domain was suspended and removed from the account during the chargeback, this would cancel/remove any free credits associated with that domain. This free email credit appears to be the email address in question that the customer is referring to While our customer may not have intended to cancel the email address, the chargeback initiated set into motion a number of items that needed to be addressed in a timely manner in order to restore the email address. Our customer did not take the steps to reactivate the domain until May 18, 2016, well outside of the time frame where GoDaddy may attempt a restore of email address content.Again, our customer would need to restore emails and content from any independent backups they have maintained.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Dear Dispute Resolution ConsultantThank you for bringing our customer's additional comments to our attention
It is our customer’s responsibility to ensure their code works with the hosting service they setup with GoDaddyAs with all shared hosting providers, GoDaddy has restrictions in place in an effort to protect the overall health of the hosting serverThese restrictions can vary with each provider, resulting in unique environmentsAny questions regarding these restrictions can be addressed with our support staff
In an effort to narrow the possible causes for the issue our customer faced, their configuration file was disabledThis is done by temporarily renaming the file, in lieu of having our customer remove it from the serverThe renaming of the file would correlate with the time stamp our customer refers to in their complaintTo be clear, GoDaddy did not modify the contents of the file, as this would fall outside the scope of support that we offer
A historical review of the server shows no issues with FTP service during the period our customer was actively using itThere are a number of factors that could have contributed to the latency referred to by our customerMany of these are outside of GoDaddy’s control, as there are multiple entities involved when establishing an FTP connection including various Internet Service Providers. Resolution:
GoDaddy has upheld its agreements in good faith with our customer and honored its terms of serviceGoDaddy's technical support staff worked diligently and vigorously to resolve any technical issues our customer experienced
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
As stated in our original response the hosting service we provided worked as intended, however, we have provided our customer with a refund for the cancelled service as it did not meet their specific needs
Education:
Our customer may find the following support article useful
What trust level can I use when running ***? ***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 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 24, 2016, our customer contacted GoDaddy to renew their hosting
serviceThey were given the option to move to Managed Wordpress and pay a lower cost, to which they agreedManaged Wordpress includes an automated tool that will attempt to migrate an existing siteOur customer initiated the migration using this tool, however it failed.On October 26, 2016, our customer contacted support after receiving an email stating the migration had failedA second attempt to migrate was made, however, it also failed.On November 17, 2016, a third party with access to the account and the security validation information contacted GoDaddyThey were advised the original hosting service had expired and would soon be canceled from the accountIt was explained that if the files needed to be recovered following the cancellation of the service, a fee would be charged.On December 13, 2016, our customer contacted GoDaddy to have us try and restore their website contentThe restore was successful and our customer’s website is now active.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Per our terms of service, it is our customer's responsibility to maintain independent copies of data uploaded to their GoDaddy hosting accountThe reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restoredGoDaddy charged our customer a reduced recovery feeWe will not be providing any further exceptions in this case.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J***Office of the CEO - GoDaddy
GoDaddy states that on April 2, I agreed and paid for a four year renewal. That is true. However, GoDaddy then states that on May 7, they renewed my the domain name in question for one year. That is not true, they renewed it for four years. I'm sure they did notify me, but I still have a relivant domain name registered with them and assumed the notice was regarding that domain. I have not lived in the city or county where the domain name in question is relivant for over three and a half years and had completely forgotten about it until I got the bill on my credit card for a four year renewal. I immediately (same day) called them to cancil and was told it couldn't be done. That was days after the charge was made. I later found out that their grace pperiod is days, so I missed it by two daysIf they had truely renewed it for one year, that would be fine, but they didn't, they renewed it for four years and charge me for four years. This is very poor customer relations and I want everyone that is, or might do business to know how they treat their clients
PS: They recently sent me an Account Status email and the domain name in question isn't listed. It's not the money that's important, it's the way they conduct business
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• Get Found Service AgreementThe latest version of these
agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 20, the complainant
purchased Get Found Essentials for a one year termGet Found is a product that helps
enhance a customer’s business with exposure through websites such as Google,
Yelp, Foursquare and more.On November 13, the complainant contacted
our customer care team to request cancellation and a refund of the Get Found
Essentials plan due to the inability to use the productIn accordance with our Refund Policy;
upon cancellation, the remaining time was refunded as In-Store credit, available
for future purchases with GoDaddyRESOLUTION:GoDaddy has upheld its agreements in
good faith with the complainant and honored its terms of service.As this was an issue outside the
control of the complainant, we have since provided a full refund back to the
original payment method Please allow
7-business days for the refund to be processed by the complainant’s
financial institutionWe also appreciate the complainant’s
candid feedback about our service levels and will ensure their concerns are
fully reviewed by our customer care managers in an effort to identify
improvement opportunitiesGoDaddy strives to offer the best service levels in
the industry.Education: The complainant might find the
following article helpful:Refund Policy:https://my.godaddy.com/help/refund-policy-8849Thank you again for the opportunity
to address and bring clarity to the concerns presented by the complainant.Kindest regards,Melanie *** K***Office of the CEO - [email protected] RdSuite 226Scottsdale, AZ
Thank you for the opportunity to address our customer’s additional concernsAs mentioned in our original response, our customer contacted GoDaddy to cancel their Website Builder service and request a refund on April 25, GoDaddy has no record of our customer contacting us on April 7, Their refund request was outside the window of time in which the service was eligible for a refund however, an exception was made and our customer was issued an In-Store CreditThese funds have since been returned to our customer’s original payment method.GoDaddy will not be providing any additional exceptions or compensation.Thank you again for the opportunity to address the additional 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 2, 2017, our customer purchased GoDaddy’s Domain Buy Service via online
transaction. This service enlists GoDaddy's Domain Buy Agents to attempt to contact a current domain name registrant and attempt to negotiate a sale of an already registered domain.On September 7, 2017, our customer contacted our Customer Care team to inquire about acquiring the specific domain name. It was determined the Domain Buy Service our customer had purchased was not necessary, and was provided a refund. Our customer instead purchased a domain backorder, a non-guaranteed service which helps customers attempt to acquire a currently registered domain name if or when it becomes available for registration. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On September 14, 2017, our customer was notified the domain name *** was listed for sale via auction, where they may have purchased it for the applicable fee, however our customer did not win this auction. At this time, a public Whois directory search indicates the domain is registered to another partyOur customer may use any public contact information available to contact the current registrant and inquire about a possible sale and/or transfer of the domain. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H***Office of the CEO - GoDaddy
Thank you for the opportunity to address 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 takes the prevention of unwanted email (spam) very seriously, and does not
tolerate the use of our products for the sending of spamOne of our goals is to balance our responsibility as a service provider to help eliminate spam from entering or leaving our system while at the same time providing end users with options.On May 15, 2017, our customer contacted GoDaddy’s hosting support team to determine why emails sent via their hosting account were not being receivedOur customer’s email traffic from their hosting was being flagged as spam, due to a hosting plan compromise, and our customer was provided steps to they needed to take which would allow GoDaddy to reinstate email functionality to the hosting in question.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our hosting teams have reviewed our customer’s plan, and our customer appears to have corrected any potential issues with their siteEmail functionality has been restored to their hostingWe would recommend to follow best practices in the future, such as adding a captcha (human verification method) to their forms, updating logins, using strong passwords, and using the most up-to-date versions of applications. We aren't able to provide an absolute guarantee that emails won't be blocked for spam in the future, but our teams are always ready to review concerns and attempt to assist when possible.As a goodwill gesture, we have added six months to our customer’s hosting plan at no charge. We appreciate our customer’s feedback, and have provided it to the appropriate parties. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
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
I have cancelled all of my domains/products and my account is paid up and in good standing. They required me to fill out several forms in order to cancel my 'protected domain' and Godaddy account, which I did. I have done everything they have asked and they still will not release my credit card from billable status. The whole thing has been an attempt to wear me down, so they can continue to bill me. They will not allow me to remove my credit card unless I give them another one. Total scam!!!
Regards,
*** ***
personal Insults by company staff do not mean that contractual obligations were handled appropriatelyMonetary damage was done to my business as a result of this action by Godaddy, and no reminder email was issued before my DNS records were affectedAttached is a chat log from a web chat with Godaddy in which staff acted at a minimum unprofessionally and without care for my business
The backend of the software was never working rightThe cause of the multiple issues I experienced with the deluxe hosting was continuously shifting between repsI never authorized the additional year of service.Regardless, even if I had authorized it, the numerous calls and the dissatisfaction with the mulitude of issues do to your software, should warrant a refund of a term that I would not be taking part in. This is horrible customer service and a blatant and insulting cash grab by a company that lost track of helping its users properly and keeps building on its antiquated and buggy system.I do not accept this response and you need to refund my money for services I am not receiving or authorized
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 January 4, 2017, our customer registered a domain name for a 3-year termOn
January 16, 2017, our customer purchased a Basic Managed WordPress hosting plan for a 1-year term On March 18, 2017, our customer contacted our Customer Care team due to their website code being compromisedOur customer upgraded their existing Basic Managed WordPress to an Ultimate-tier plan which includes SiteLock malware detection and removal servicesSiteLock is a third party software offered to our customers as an extra layer of protection against malware and virus injectionsMaintaining proper website security is a customer responsibility.Our customer canceled their hosting and malware detection and removal services on April 14, and contacted our Customer Care team to request a refund. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our support teams provided proper guidance and suggestions to our customer for maintaining a secure website; a customer responsibilityThe hosting services our customer purchased functioned as intended. On April 14, 2017, a refund was provided to our customer for the hosting upgrade transactionThe domain registration and hosting services are beyond refund eligibilityOur customer’s domain remains active within their account. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H***Office of the CEO - GoDaddy
I'm paying for a service This service is to have a functional websiteGodaddy has had so many outages since my sign up The service is not being withheld if I'm not receiving this service because I cannot login to my admin because of Godaddy server issues or potential and current clients cannot visit my website Just on the 29th I was not able to get into the admin for approximately hoursHaving a random outage can be expected After the almost months of this issue, I would think a company would resolve their problemsAgain, the service I'm paying for is for a reliable website, which I am not gettingMy wish is for Godaddy to fix this
Thank you for the opportunity to address the additional concerns presented by the complainant.We stand by our previous responseThe domain name provided in the complaint has never been registered with GoDaddy. Furthermore, the c
r provided within the complainant's comments does not identify a GoDaddy account.We suggest the complainant utilize any contact information they may have and contact the correct business entity to resolve their concernsThank you again for the opportunity to address the additional concerns presented by the complainant.Kindest regards,Ken C***Office of the CEO - GoDaddy
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
** ***
PS: To Godaddy supportI sent the Revdex.com an email last night stating that that the transfer had been successfully completed, the Revdex.com case had been resolved satisfactorily & that I wished to close the Revdex.com complaintTo what extant (if any) the Revdex.com's lateness in closing the case at my request (since Godaddy & I resolved the issue yesterday afternoon) necessitated your response today I sincerely apologizeThanks again to "Lynn" from Godaddy Live Chat, Mandy O'Conner from the Office of the CEO, and last but certainly not least the ReviewTeam for their help in getting this issue quickly resolved in about hours instead of the days I was totally dreading!!!!
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On February 20, 2011, our customer purchased a Economy Linux hosting plan for five
year term via a phone interactionOn February 20, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the plan again for a five-year term and did so in a good faith effort to honor its agreements with our customerGoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. GoDaddy also sent our customer renewal notices via email prior to the renewal of the hosting planThese 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.Our customer made multiple attempts to request a refund but was correctly informed that they were outside the period of refund eligibilityRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.A chargeback was initiated on the hosting on April 1, 2016. This chargeback withdrew payments made to GoDaddy and the hosting was suspended from the accountTo reactivate the hosting, the original funds totaling $must be paid in full, plus a $USD administrative fee.At this time the order in question in no longer eligible for refund and their hosting will stay suspended until the chargeback is resolvedOur customer may find the following support link helpfulRefund Policy: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_IDThan...⇄ you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainantWe have reviewed this matter and would like to present the following Should the complainant cancel their Get Found service we will provide them with a full refund to their payment method used for purchaseFurthermore we appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunitiesGoDaddy strives to offer the best service levels in the industry While Mr*** is not currently in the office I will pass along the complainant’s request to him in an effort to schedule a time where they may discuss the situation Thank you 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 ###-###-#### Phone ###-###-#### Fax
Thank you for the opportunity to address our customer's concerns. The complainant is not a GoDaddy customer, nor has GoDaddy entered into any relationship or agreements with the complainant.GoDaddy accounts are intended to be single user accounts onlyIn the event account access must be
shared, we always recommend the login information be maintained by the primary user or business ownerGoDaddy cannot provide account access to a non-validated third party and has strict policies for granting access in situations where a third party needs to obtain management of an accountRESOLUTION:GoDaddy received a Change of Account request from the owner of the domain name and replied with the additional information needed from that personAs of now, we have not heard back with the needed informationOnce the domain name owner replies with the requested information, we can move forward with the request to gain access to the accountThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
I did not receive a single e-mail; nor did my account provide any clear indication of what was happening, why it was happening, what stage it was at, or why the entries suddenly disappeared without warning, error or commentThis represents a major technical flaw in the product, rendering it quite simply unfit for purpose. Regardless, I do not want a defective auctions account and reiterate my request for a refund in full, as the service that I have paid for has simply not been provided
Thank you for the opportunity to address the additional concerns presented by our customerOur customer contacted GoDaddy’s customer support on April 9, 2016, inquiring whether they could apply In-Store Credit to a previous purchase they had made. Our customer was correctly informed they could not, however the In-Store Credit could be applied to future purchases Again, on April 19, 2016, a chargeback was initiated for the renewal transaction on March 9, 2016. This chargeback removed the funds from GoDaddy. If our customer did not initiate this chargeback, they will need to discuss their concerns with their financial institution. In order to reactivate the domain in question, our customer had to pay the amount of the original domain transaction, in addition to a $chargeback administration fee. The administration fee is charged as GoDaddy incurs costs to handle chargebacks, including the cost for our staff to research and address these items.Our customer was utilizing a free email credit associated with the charged back domain. As the domain was suspended and removed from the account during the chargeback, this would cancel/remove any free credits associated with that domain. This free email credit appears to be the email address in question that the customer is referring to While our customer may not have intended to cancel the email address, the chargeback initiated set into motion a number of items that needed to be addressed in a timely manner in order to restore the email address. Our customer did not take the steps to reactivate the domain until May 18, 2016, well outside of the time frame where GoDaddy may attempt a restore of email address content.Again, our customer would need to restore emails and content from any independent backups they have maintained.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Dear Dispute Resolution ConsultantThank you for bringing our customer's additional comments to our attention
It is our customer’s responsibility to ensure their code works with the hosting service they setup with GoDaddyAs with all shared hosting providers, GoDaddy has restrictions in place in an effort to protect the overall health of the hosting serverThese restrictions can vary with each provider, resulting in unique environmentsAny questions regarding these restrictions can be addressed with our support staff
In an effort to narrow the possible causes for the issue our customer faced, their configuration file was disabledThis is done by temporarily renaming the file, in lieu of having our customer remove it from the serverThe renaming of the file would correlate with the time stamp our customer refers to in their complaintTo be clear, GoDaddy did not modify the contents of the file, as this would fall outside the scope of support that we offer
A historical review of the server shows no issues with FTP service during the period our customer was actively using itThere are a number of factors that could have contributed to the latency referred to by our customerMany of these are outside of GoDaddy’s control, as there are multiple entities involved when establishing an FTP connection including various Internet Service Providers. Resolution:
GoDaddy has upheld its agreements in good faith with our customer and honored its terms of serviceGoDaddy's technical support staff worked diligently and vigorously to resolve any technical issues our customer experienced
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
As stated in our original response the hosting service we provided worked as intended, however, we have provided our customer with a refund for the cancelled service as it did not meet their specific needs
Education:
Our customer may find the following support article useful
What trust level can I use when running ***? ***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 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 24, 2016, our customer contacted GoDaddy to renew their hosting
serviceThey were given the option to move to Managed Wordpress and pay a lower cost, to which they agreedManaged Wordpress includes an automated tool that will attempt to migrate an existing siteOur customer initiated the migration using this tool, however it failed.On October 26, 2016, our customer contacted support after receiving an email stating the migration had failedA second attempt to migrate was made, however, it also failed.On November 17, 2016, a third party with access to the account and the security validation information contacted GoDaddyThey were advised the original hosting service had expired and would soon be canceled from the accountIt was explained that if the files needed to be recovered following the cancellation of the service, a fee would be charged.On December 13, 2016, our customer contacted GoDaddy to have us try and restore their website contentThe restore was successful and our customer’s website is now active.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Per our terms of service, it is our customer's responsibility to maintain independent copies of data uploaded to their GoDaddy hosting accountThe reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restoredGoDaddy charged our customer a reduced recovery feeWe will not be providing any further exceptions in this case.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J***Office of the CEO - GoDaddy
GoDaddy states that on April 2, I agreed and paid for a four year renewal. That is true. However, GoDaddy then states that on May 7, they renewed my the domain name in question for one year. That is not true, they renewed it for four years. I'm sure they did notify me, but I still have a relivant domain name registered with them and assumed the notice was regarding that domain. I have not lived in the city or county where the domain name in question is relivant for over three and a half years and had completely forgotten about it until I got the bill on my credit card for a four year renewal. I immediately (same day) called them to cancil and was told it couldn't be done. That was days after the charge was made. I later found out that their grace pperiod is days, so I missed it by two daysIf they had truely renewed it for one year, that would be fine, but they didn't, they renewed it for four years and charge me for four years. This is very poor customer relations and I want everyone that is, or might do business to know how they treat their clients
PS: They recently sent me an Account Status email and the domain name in question isn't listed. It's not the money that's important, it's the way they conduct business
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• Get Found Service AgreementThe latest version of these
agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 20, the complainant
purchased Get Found Essentials for a one year termGet Found is a product that helps
enhance a customer’s business with exposure through websites such as Google,
Yelp, Foursquare and more.On November 13, the complainant contacted
our customer care team to request cancellation and a refund of the Get Found
Essentials plan due to the inability to use the productIn accordance with our Refund Policy;
upon cancellation, the remaining time was refunded as In-Store credit, available
for future purchases with GoDaddyRESOLUTION:GoDaddy has upheld its agreements in
good faith with the complainant and honored its terms of service.As this was an issue outside the
control of the complainant, we have since provided a full refund back to the
original payment method Please allow
7-business days for the refund to be processed by the complainant’s
financial institutionWe also appreciate the complainant’s
candid feedback about our service levels and will ensure their concerns are
fully reviewed by our customer care managers in an effort to identify
improvement opportunitiesGoDaddy strives to offer the best service levels in
the industry.Education: The complainant might find the
following article helpful:Refund Policy:https://my.godaddy.com/help/refund-policy-8849Thank you again for the opportunity
to address and bring clarity to the concerns presented by the complainant.Kindest regards,Melanie *** K***Office of the CEO - [email protected] RdSuite 226Scottsdale, AZ
Thank you for the opportunity to address our customer’s additional concernsAs mentioned in our original response, our customer contacted GoDaddy to cancel their Website Builder service and request a refund on April 25, GoDaddy has no record of our customer contacting us on April 7, Their refund request was outside the window of time in which the service was eligible for a refund however, an exception was made and our customer was issued an In-Store CreditThese funds have since been returned to our customer’s original payment method.GoDaddy will not be providing any additional exceptions or compensation.Thank you again for the opportunity to address the additional 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 2, 2017, our customer purchased GoDaddy’s Domain Buy Service via online
transaction. This service enlists GoDaddy's Domain Buy Agents to attempt to contact a current domain name registrant and attempt to negotiate a sale of an already registered domain.On September 7, 2017, our customer contacted our Customer Care team to inquire about acquiring the specific domain name. It was determined the Domain Buy Service our customer had purchased was not necessary, and was provided a refund. Our customer instead purchased a domain backorder, a non-guaranteed service which helps customers attempt to acquire a currently registered domain name if or when it becomes available for registration. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On September 14, 2017, our customer was notified the domain name *** was listed for sale via auction, where they may have purchased it for the applicable fee, however our customer did not win this auction. At this time, a public Whois directory search indicates the domain is registered to another partyOur customer may use any public contact information available to contact the current registrant and inquire about a possible sale and/or transfer of the domain. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H***Office of the CEO - GoDaddy
Thank you for the opportunity to address 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 takes the prevention of unwanted email (spam) very seriously, and does not
tolerate the use of our products for the sending of spamOne of our goals is to balance our responsibility as a service provider to help eliminate spam from entering or leaving our system while at the same time providing end users with options.On May 15, 2017, our customer contacted GoDaddy’s hosting support team to determine why emails sent via their hosting account were not being receivedOur customer’s email traffic from their hosting was being flagged as spam, due to a hosting plan compromise, and our customer was provided steps to they needed to take which would allow GoDaddy to reinstate email functionality to the hosting in question.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our hosting teams have reviewed our customer’s plan, and our customer appears to have corrected any potential issues with their siteEmail functionality has been restored to their hostingWe would recommend to follow best practices in the future, such as adding a captcha (human verification method) to their forms, updating logins, using strong passwords, and using the most up-to-date versions of applications. We aren't able to provide an absolute guarantee that emails won't be blocked for spam in the future, but our teams are always ready to review concerns and attempt to assist when possible.As a goodwill gesture, we have added six months to our customer’s hosting plan at no charge. We appreciate our customer’s feedback, and have provided it to the appropriate parties. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy