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 • GoDaddy Domain Name Registration Agreement• Domains By Proxy Domain Name Proxy AgreementThe latest version of these agreements may be found at: ***On March 13, the complainant purchased the Domain Name in question along with the Domains BY Proxy service during an online transaction for a one year termLater that day as part of an ongoing effort to protect our customers and credit card holders from unauthorized online purchases, GoDaddy administratively locked the Domain Name in questionGoDaddy routinely requests payment verification of selected transactions In conjunction with our Universal Terms of Service Agreement, the complainant was requested to provide a copy of the payment method account holder’s government-issued photo identification, such as a driver’s license or passport They were also informed that if we do not receive the requested documentation that that order may be canceledThis notification was sent to the complainant on March 13, with a requested response within a hour timeframe.Our Verification Office received the required documentation to validate the order on March 14, At that time GoDaddy removed the administrative lock.On March 17, the complainant cancelled the Domain Name in question and has requested a refund. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. We have processed the requested refund, please allow to days for this to reflect with their financial institution.EDUCATION:The complainant might find this article on GoDaddy’s Refund Policy useful.***Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant..Best regards,*** ***Office of the CEO***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
GoDaddy sent renewal notices prior to the expiration date on:•November 14, 2014•December 14, 2014•January 13, 2015•January 28, 2015•February 7, 2015These notices indicated the service would be automatically renewed upon expiration unless action was taken. I do not recall seeing any information in the above emails about automatic renewal unless I cancelledI do recall messages from GoDaddy that they were unable to charge my credit card for the renewal fee I would need to see these emails to verify GoDaddy's response to this complaint.Regards,
*** ***
Thank you for the opportunity to address the additional concerns presented by our customerOn April 6, 2016, our customer chose to cancel all their services despite being informed the email and Website Builder plans were not refundable. Our customer received the applicable refund for the latest domain renewal transactionIf our customer desires to recover the canceled services, the domain registration may be recoverable by our customer within their GoDaddy account by using the instructions within our support article at https://www.godaddy.com/help/recovering-expired-domain-names-As the domain entered the registry redemption period due to the customer cancellation, our customer would be responsible for the associated redemption fee to recover the domain Since our customer canceled the email and Website Builder services, those products would need to be repurchased if they wish to utilize those services again. As a one-time exception and gesture of goodwill, if our customer purchases a new Website Builder plan and also recovers the domain registration, GoDaddy will waive the standard restore fee and attempt to restore our customer’s website. Hosting restores are not a service GoDaddy regularly offers and are not guaranteedOnce our customer has recovered the domain in question and purchased a new Website Builder plan, they may contact our office directly to redeem our restore attempt offer.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H***Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainantWe have reviewed this matter and would like to present the following.We stand by our previous response and will not be providing the complainant with service outside our agreed scope of support or compensation for their decision to not accept assistance from members of the Management Team in our Customer Care CenterWhen the complainant refused to accept our offer to help them they removed our opportunity to resolve any outstanding issues that they may have been experiencing.We do 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.Per GoDaddy’s agreement with the Internet Corporation of Assigned Names and Numbers (ICANN), we must add valid contact information to the Whois directory for each domain name registeredIf the complainant did not purchase Private Registration from our affiliate company, Domains By Proxy for their domain’s WHOIS data we have no control over this decisionAs a onetime exception we will provide the complainant with a $(USD) credit to GoDaddy accountThis will cover the cost of adding Domains By Proxy to one of their .com domain names (or other eligible domain extension) for one yearAfter the one year expires they will need to pay full, cost for the serviceIf they choose to cancel the service it will be their responsibility to manage the privacy account. This article should be helpful in understanding privacy: https://support.godaddy.com/help/article/420/adding-private-registration-to-your...⇄ you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,*** ***Office of the CEO***@GoDaddy.comGoDaddy.com*** ** *** *** *** ***Scottsdale, AZ 85260###-###-#### Phone ###-###-#### Fax
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 On April 3,
our customer purchased GoDaddy’s Get Found productGet Found is a product that helps enhance a customer’s business with exposure through websites such as Google, Yelp, Foursquare and moreOur customer’s Get Found product expired January 3, and was subsequently canceled February 2, due to non-payment RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.If our customer’s information displayed on third-party websites such a *** is incorrect or outdated, they will need to either contact the website(s) in question to request the information be removed, or purchase a new Get Found plan and update any necessary informationOur customer may find the following article helpful:Get Found FAQs-https://www.godaddy.com/help/get-found-faqs-8976Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H***Office of the CEO - GoDaddy
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 The business was fast to resolve this situation and take care of the problem so I consider this complaint resolved
Regards,
*** ***
Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous responseGoDaddy upheld its agreements with our customer and suspended their hosting plan after they processed a chargeback for its renewal through their financial institution.As our customer is now hosting their website with a 3rd party hosting provider we will offer the following resolution as a onetime exception to our Refund PolicyShould our customer cancel their hosting plan we will refund the most recent year renewal of that planWe will honor this offer until July 8, Should our customer wish to accept this offer they can contact this office at ***Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer.Kindest regards,John M***Office of the CEO- GoDaddy
Firstly,The service was falsely advertised.Secondly, There is nothing in their refund policy that governs multi-year plans.GoDaddy does not explicitly, nor implicitly, cover multi-year plan purchases anywhere in their refund policy literature I have attached it as proof.It is absolutely asinine to believe that a company would sell you a 3-year service and only give you days to determine the quality What happens after the days are up? This isn't something TANGIBLE that gets delivered in full the day of the purchase This is software which is delivered continuously, month after month They could cause major disruptions to the service, or even completely shut down the service after that days and you'd still be ineligible for a refund according to what they're trying to claim.I was about 8% into the duration of the service (months out of 36) and I discovered it was inadequate I am not asking for a full refund, I just want a prorated one They can charge me for the months I used it. Alternatively, twice I had two separate supervisors offer me a full refund in the form of a credit and I have been trying to follow up with them to receive that creditThat also has not happened The most recent phone call was Sunday March 19th.I'm just extremely dissatisfied with their customer service This crux of this all, is that I have its a SERVICE Its not a product that they delivered in full; they deliver the "service" on a monthly basis So I've only received 8% of the service thus far And it was FALSELY ADVERTISED
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainantWe stand by our previous responseDomains are sold on a first-come, first-served basisGoDaddy encourages the registration of any desired domain name at the time they show as available for registrationGoDaddy makes every attempt to register available domain names for our customersAs part of this process, we make multiple inquiries via numerous third-party systems, including the domain name registry, to check if a domain is availableIf GoDaddy does not receive a negative response indicating the domain is not available, GoDaddy will show the domain as being available.Furthermore, GoDaddy's Domain Buy Service is simply one option the complainant may wish to take in attempt to acquire a domain name that is already registeredThis service enlists a Domain Agent to reach out to the registrant of a domain name to negotiate a possible sale and/or transfer of the domainAnother option the complainant may choose is to reach out to the current registrant directly. Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,*** ***Office of the CEO***GoDaddy.com*** ** *** *** *** ***Scottsdale, AZ
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On June 1, 2017, our customer reached out to our 24/Customer Care Center to
report trouble with their websiteOur representative was not able to determine an issue and suggested our customer have their website designer look at the content to ensure there were no WordPress software problems. Later on June 1, 2017, our customer posted a comment to us on Twitter with regard to their website being “down”Our Social Support team was unable to duplicate any issues and asked for clarificationWe did not receive a response from our customerAt this time, the website loads and functions properlyNo action was taken on GoDaddy’s part with regard to updates being made to the website content or hosting plan between June 1, and now.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer did not contact our support teams with regard to any interruption in their hosting service prior to June 1, If our hosting teams had been immediately contacted any issues related to a WordPress software update could have been immediately addressedIf our customer continues to experience trouble, they will need to reach out to our 24/Hosting Support teams for assistanceOur teams can be reached at 480-505-8877.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer.In regard to the renewal from March of 2016, upon further review the domain in question did not renew for a one-year term, but rather a four-year term in accordance with the customer’s auto-renewal preferences.We stand by our previous responseContrary to our customer’s understanding, GoDaddy’s refund policy allows a refund on a multiple year renewal for a domain name within five days of the renewal.As previously indicated, GoDaddy sent our customer email renewal notifications in regard to the domain prior to the expiration dateAccount management is a customer responsibilityOur customer had full access to their account and the domains could have been cancelled at any time prior to the renewal dateAs the domain renewals were beyond the timeframe applicable for refund, GoDaddy stands by our Refund Policy and is unable to provide the requested refund.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainantWe have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting
business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: ***On February 7, the complainant purchased a domain name registration for a one-year term via an online transaction. This is for the period ending February 7, 2015.Our Protected Registration service, which the complainant had added to their domain name registration, is the highest level of protection for a domain name that GoDaddy offersThis premium, aservice provides private registration and also protects against the cancellation, expiration, or transfer of a domain nameDomain names which have this service cannot be cancelled, transferred, or have automatic renewal disabled until the Protected Registration is canceledThis is done by way of the domain Registrant submitting a valid government issued ID, Business ID if applicable, and a signed cancellation form to our Domain Services DepartmentOn February 9, 2015; per the domain protection service the complainant had added to the domain registration in question, GoDaddy was instructed to automatically renew the domain with associated Protected Registration services upon expiration and did so in a good faith effort to honor its agreements with the complainantAccount management is a customer responsibility.GoDaddy also sent renewal notices prior to the expiration date on:• November 9, 2014• December 9, 2014• January 8, 2015• January 23, 2015• January 28, 2015RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The Protected Registration service the complainant had opted into had functioned as advertised; keeping the domain from being canceledThe complainant had previously been informed by our Domain Services team what steps they would need to take to cancel the service. Our office has also been in contact with the complainant to clarify the information they will need to submit for the protection service to be canceled Per our Refund Policy, the product renewals which occurred on February 19, are non-refundable. However, as a gesture of good will and one-time exception to our Refund Policy, if the complainant completes the process to cancel the protected registration prior to June 19, 2015, our office will submit a refund for that portion of the latest renewal transaction. Once the service is canceled, the complainant may follow up with our office directly.Education:What is Protected Registration?:***Canceling Protected Registration:***Refund Policy: ***Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,*** ***
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Revdex.com:
I will mark this as resolved but only because I managed the issue myself with another CSR from GoDaddy by the name of redactedI find it alarming that my complaint addressed my need for the services I paid for and MrL*** response was to quote policy and refund my moneyTo be clear I wanted the services that I purchased, not a refundIt is my judgement that MrL*** is not happy with receiving a complaint and rather than listen to it took the stance of petulance rather than understandingI didn’t like the price but it is worth the serviceI can’t understand the confusionI have taken care of the problem and seem to be effectively using my emailI have a strange feeling that service issues will continue to arise, but I will try to give the benefit of doubtAt this point I would rather be wrongI would like to thank the Revdex.com for helping with this matterI 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.- GoDaddy continues to have my domain name suspended at the moment of this response and continues to extortion me to pay ransom to get it transferred to other Registrar.- GoDaddy has make no attempt on their side, as they said to you, except getting a sales repto further solicit me to pay the ransom (his contact has been CC here) and attached you can find our communication in *** (emails with full headers) and a *** *** of them (if you need exact translation proof, let me know), until the point I declared that my intentions are to resolve this amicably by transferring the domain name to another Registrar that respects the constitutional rights of free speech in press, but that I HAVE NO INTENTION TO FALL FOR THEIR EXTORTION AND PAY A RANSOM FOR MY OWN DOMAIN NAME.EDUCATION: A Registrar, is a private company that has been accredited by *** and get the reselling rights of Domain Names from ***They have not offered my organization any other service like hosting or email service through which they would have the right to regulate the content, they have just offered me the domain name which is not their own product, it is a digital asset owned by its Registrant (me), Regulated by ***, serviced by *** and Billed by GoDaddy.Please let me know what I must do, in order to be able to transfer my domain name to other Registrar, without having to pay illegal ransom to extortionists that have no respect for the constitutional rights of freedom in speech for the press.Looking forward for your help in this !Best Regards,*** ***
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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 April 8, 2011, our customer purchased the domain in question for a two-year term
via an online transactionOur customer manually renewed the domain name on April 3, 2013, and continued to do so until their last manual renewal on April 16, On April 9, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question at the original registration length, and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent notices to our customer prior to renewalThese notices informed our customer their expiring domain would be renewed in accordance with their account settings unless additional action was takenAccount management is a customer responsibility.On April 9, 2017, our customer contacted GoDaddy to request a refund of the renewalOur customer was informed the time could not be removed from their domain nameAs a gesture of goodwill GoDaddy’s Customer Care teams provided the customer with one free domain registration as well as 25% off their next purchase.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We encourage our customer to review and manage their account settings to prevent further unwanted renewalsWe will also share their suggestions regarding the auto-renewal process with the appropriate parties internallyIf our customer does not wish to continue the domain’s registration, they may consider other options, such as listing it in a domain auction or even canceling the domain’s registration.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customerWe stand by our previous response. Account management, including the renewal of services in a timely manner and maintaining independent website data backups is a customer responsibilityAs a one-time exception, our support teams have offered to reduce the restore fee to $provided our customer purchases a new hosting planThis offer will be honored until January 25, 2016. Our customer may contact our hour Customer Care Center at *** should they wish to accept this offer.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H***Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.When the domain name was listed for sale at ***.com an email to confirm and approve the *** listing was sent to the complainant. The complainant selected the link provided within the email, logged into their GoDaddy account, acknowledged and approved the listingGoDaddy had no control over their decisionRESOLUTION:GoDaddy has upheld its agreements with the customer. Prior to its sale, the complainant was able to manage their domain listing, including the removal of the *** listing. The domain name had sold for the price which the complainant acknowledged and approved, all applicable fees have been paid Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Regards,*** ***Office of the CEO***@GoDaddy.comGoDaddy.com*** ** *** *** *** ***Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
*** is the current claimant # that I would like to file a rebuttalI would like a adjustment to the total fee chargedThe complaint was closed and I needed to decline their solution.I am willing to pay a late cancellation fee but not for years for something I won't be using
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 December 1, 2014, our customer registered a domain name via online
transaction for a 2-year term, period ending December 2, On December 3, 2016; per our customer’s account preferences, GoDaddy was instructed not to automatically renew the domain and did not do so in a good faith effort to honor its agreements with our customer.Contrary to our customer’s understanding, GoDaddy sent renewal notices prior to the expiration date on:September 3, 2016October 3, 2016November 2, 2016November 17, 2016November 27, 2016GoDaddy also sent notices after the expiration date on:December 3, 2016December 7, 2017December 2017These notices informed our customer their expired domain was at risk of being canceled unless additional action was takenThe domain was not renewed in a timely manner and entered a redemption period, requiring additional fees to recoverThe process GoDaddy uses to handle expired domain names is outlined in the article at https://www.godaddy.com/help/what-happens-after-domain-names-expire-6700. On January 29, 2017, our customer recovered the domain by paying the associated redemption fee and 1-year renewal fee.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service Our office’s attempt to connect with our customer via phone to discuss their concerns was unsuccessfulThe renewal transaction in question is not eligible for refundWe suggest our customer make note of the expiration date and review their account preferences to avoid further failed renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H***Office of the CEO - GoDaddy
I understand that I agreed to auto renewal. My issue is that GoDaddy does not appropriately disclose that the renewal term will be for more than one year. I believe that the failure to disclose the length of the renewal term is an unfair business practice designed to trick customers
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 • GoDaddy Domain Name Registration Agreement• Domains By Proxy Domain Name Proxy AgreementThe latest version of these agreements may be found at: ***On March 13, the complainant purchased the Domain Name in question along with the Domains BY Proxy service during an online transaction for a one year termLater that day as part of an ongoing effort to protect our customers and credit card holders from unauthorized online purchases, GoDaddy administratively locked the Domain Name in questionGoDaddy routinely requests payment verification of selected transactions In conjunction with our Universal Terms of Service Agreement, the complainant was requested to provide a copy of the payment method account holder’s government-issued photo identification, such as a driver’s license or passport They were also informed that if we do not receive the requested documentation that that order may be canceledThis notification was sent to the complainant on March 13, with a requested response within a hour timeframe.Our Verification Office received the required documentation to validate the order on March 14, At that time GoDaddy removed the administrative lock.On March 17, the complainant cancelled the Domain Name in question and has requested a refund. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. We have processed the requested refund, please allow to days for this to reflect with their financial institution.EDUCATION:The complainant might find this article on GoDaddy’s Refund Policy useful.***Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant..Best regards,*** ***Office of the CEO***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
GoDaddy sent renewal notices prior to the expiration date on:•November 14, 2014•December 14, 2014•January 13, 2015•January 28, 2015•February 7, 2015These notices indicated the service would be automatically renewed upon expiration unless action was taken. I do not recall seeing any information in the above emails about automatic renewal unless I cancelledI do recall messages from GoDaddy that they were unable to charge my credit card for the renewal fee I would need to see these emails to verify GoDaddy's response to this complaint.Regards,
*** ***
Thank you for the opportunity to address the additional concerns presented by our customerOn April 6, 2016, our customer chose to cancel all their services despite being informed the email and Website Builder plans were not refundable. Our customer received the applicable refund for the latest domain renewal transactionIf our customer desires to recover the canceled services, the domain registration may be recoverable by our customer within their GoDaddy account by using the instructions within our support article at https://www.godaddy.com/help/recovering-expired-domain-names-As the domain entered the registry redemption period due to the customer cancellation, our customer would be responsible for the associated redemption fee to recover the domain Since our customer canceled the email and Website Builder services, those products would need to be repurchased if they wish to utilize those services again. As a one-time exception and gesture of goodwill, if our customer purchases a new Website Builder plan and also recovers the domain registration, GoDaddy will waive the standard restore fee and attempt to restore our customer’s website. Hosting restores are not a service GoDaddy regularly offers and are not guaranteedOnce our customer has recovered the domain in question and purchased a new Website Builder plan, they may contact our office directly to redeem our restore attempt offer.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H***Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainantWe have reviewed this matter and would like to present the following.We stand by our previous response and will not be providing the complainant with service outside our agreed scope of support or compensation for their decision to not accept assistance from members of the Management Team in our Customer Care CenterWhen the complainant refused to accept our offer to help them they removed our opportunity to resolve any outstanding issues that they may have been experiencing.We do 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.Per GoDaddy’s agreement with the Internet Corporation of Assigned Names and Numbers (ICANN), we must add valid contact information to the Whois directory for each domain name registeredIf the complainant did not purchase Private Registration from our affiliate company, Domains By Proxy for their domain’s WHOIS data we have no control over this decisionAs a onetime exception we will provide the complainant with a $(USD) credit to GoDaddy accountThis will cover the cost of adding Domains By Proxy to one of their .com domain names (or other eligible domain extension) for one yearAfter the one year expires they will need to pay full, cost for the serviceIf they choose to cancel the service it will be their responsibility to manage the privacy account. This article should be helpful in understanding privacy: https://support.godaddy.com/help/article/420/adding-private-registration-to-your...⇄ you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,*** ***Office of the CEO***@GoDaddy.comGoDaddy.com*** ** *** *** *** ***Scottsdale, AZ 85260###-###-#### Phone ###-###-#### Fax
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 On April 3,
our customer purchased GoDaddy’s Get Found productGet Found is a product that helps enhance a customer’s business with exposure through websites such as Google, Yelp, Foursquare and moreOur customer’s Get Found product expired January 3, and was subsequently canceled February 2, due to non-payment RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.If our customer’s information displayed on third-party websites such a *** is incorrect or outdated, they will need to either contact the website(s) in question to request the information be removed, or purchase a new Get Found plan and update any necessary informationOur customer may find the following article helpful:Get Found FAQs-https://www.godaddy.com/help/get-found-faqs-8976Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H***Office of the CEO - GoDaddy
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 The business was fast to resolve this situation and take care of the problem so I consider this complaint resolved
Regards,
*** ***
Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous responseGoDaddy upheld its agreements with our customer and suspended their hosting plan after they processed a chargeback for its renewal through their financial institution.As our customer is now hosting their website with a 3rd party hosting provider we will offer the following resolution as a onetime exception to our Refund PolicyShould our customer cancel their hosting plan we will refund the most recent year renewal of that planWe will honor this offer until July 8, Should our customer wish to accept this offer they can contact this office at ***Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer.Kindest regards,John M***Office of the CEO- GoDaddy
Firstly,The service was falsely advertised.Secondly, There is nothing in their refund policy that governs multi-year plans.GoDaddy does not explicitly, nor implicitly, cover multi-year plan purchases anywhere in their refund policy literature I have attached it as proof.It is absolutely asinine to believe that a company would sell you a 3-year service and only give you days to determine the quality What happens after the days are up? This isn't something TANGIBLE that gets delivered in full the day of the purchase This is software which is delivered continuously, month after month They could cause major disruptions to the service, or even completely shut down the service after that days and you'd still be ineligible for a refund according to what they're trying to claim.I was about 8% into the duration of the service (months out of 36) and I discovered it was inadequate I am not asking for a full refund, I just want a prorated one They can charge me for the months I used it. Alternatively, twice I had two separate supervisors offer me a full refund in the form of a credit and I have been trying to follow up with them to receive that creditThat also has not happened The most recent phone call was Sunday March 19th.I'm just extremely dissatisfied with their customer service This crux of this all, is that I have its a SERVICE Its not a product that they delivered in full; they deliver the "service" on a monthly basis So I've only received 8% of the service thus far And it was FALSELY ADVERTISED
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainantWe stand by our previous responseDomains are sold on a first-come, first-served basisGoDaddy encourages the registration of any desired domain name at the time they show as available for registrationGoDaddy makes every attempt to register available domain names for our customersAs part of this process, we make multiple inquiries via numerous third-party systems, including the domain name registry, to check if a domain is availableIf GoDaddy does not receive a negative response indicating the domain is not available, GoDaddy will show the domain as being available.Furthermore, GoDaddy's Domain Buy Service is simply one option the complainant may wish to take in attempt to acquire a domain name that is already registeredThis service enlists a Domain Agent to reach out to the registrant of a domain name to negotiate a possible sale and/or transfer of the domainAnother option the complainant may choose is to reach out to the current registrant directly. Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,*** ***Office of the CEO***GoDaddy.com*** ** *** *** *** ***Scottsdale, AZ
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On June 1, 2017, our customer reached out to our 24/Customer Care Center to
report trouble with their websiteOur representative was not able to determine an issue and suggested our customer have their website designer look at the content to ensure there were no WordPress software problems. Later on June 1, 2017, our customer posted a comment to us on Twitter with regard to their website being “down”Our Social Support team was unable to duplicate any issues and asked for clarificationWe did not receive a response from our customerAt this time, the website loads and functions properlyNo action was taken on GoDaddy’s part with regard to updates being made to the website content or hosting plan between June 1, and now.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer did not contact our support teams with regard to any interruption in their hosting service prior to June 1, If our hosting teams had been immediately contacted any issues related to a WordPress software update could have been immediately addressedIf our customer continues to experience trouble, they will need to reach out to our 24/Hosting Support teams for assistanceOur teams can be reached at 480-505-8877.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer.In regard to the renewal from March of 2016, upon further review the domain in question did not renew for a one-year term, but rather a four-year term in accordance with the customer’s auto-renewal preferences.We stand by our previous responseContrary to our customer’s understanding, GoDaddy’s refund policy allows a refund on a multiple year renewal for a domain name within five days of the renewal.As previously indicated, GoDaddy sent our customer email renewal notifications in regard to the domain prior to the expiration dateAccount management is a customer responsibilityOur customer had full access to their account and the domains could have been cancelled at any time prior to the renewal dateAs the domain renewals were beyond the timeframe applicable for refund, GoDaddy stands by our Refund Policy and is unable to provide the requested refund.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainantWe have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting
business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: ***On February 7, the complainant purchased a domain name registration for a one-year term via an online transaction. This is for the period ending February 7, 2015.Our Protected Registration service, which the complainant had added to their domain name registration, is the highest level of protection for a domain name that GoDaddy offersThis premium, aservice provides private registration and also protects against the cancellation, expiration, or transfer of a domain nameDomain names which have this service cannot be cancelled, transferred, or have automatic renewal disabled until the Protected Registration is canceledThis is done by way of the domain Registrant submitting a valid government issued ID, Business ID if applicable, and a signed cancellation form to our Domain Services DepartmentOn February 9, 2015; per the domain protection service the complainant had added to the domain registration in question, GoDaddy was instructed to automatically renew the domain with associated Protected Registration services upon expiration and did so in a good faith effort to honor its agreements with the complainantAccount management is a customer responsibility.GoDaddy also sent renewal notices prior to the expiration date on:• November 9, 2014• December 9, 2014• January 8, 2015• January 23, 2015• January 28, 2015RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The Protected Registration service the complainant had opted into had functioned as advertised; keeping the domain from being canceledThe complainant had previously been informed by our Domain Services team what steps they would need to take to cancel the service. Our office has also been in contact with the complainant to clarify the information they will need to submit for the protection service to be canceled Per our Refund Policy, the product renewals which occurred on February 19, are non-refundable. However, as a gesture of good will and one-time exception to our Refund Policy, if the complainant completes the process to cancel the protected registration prior to June 19, 2015, our office will submit a refund for that portion of the latest renewal transaction. Once the service is canceled, the complainant may follow up with our office directly.Education:What is Protected Registration?:***Canceling Protected Registration:***Refund Policy: ***Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,*** ***
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Revdex.com:
I will mark this as resolved but only because I managed the issue myself with another CSR from GoDaddy by the name of redactedI find it alarming that my complaint addressed my need for the services I paid for and MrL*** response was to quote policy and refund my moneyTo be clear I wanted the services that I purchased, not a refundIt is my judgement that MrL*** is not happy with receiving a complaint and rather than listen to it took the stance of petulance rather than understandingI didn’t like the price but it is worth the serviceI can’t understand the confusionI have taken care of the problem and seem to be effectively using my emailI have a strange feeling that service issues will continue to arise, but I will try to give the benefit of doubtAt this point I would rather be wrongI would like to thank the Revdex.com for helping with this matterI 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,
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Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.- GoDaddy continues to have my domain name suspended at the moment of this response and continues to extortion me to pay ransom to get it transferred to other Registrar.- GoDaddy has make no attempt on their side, as they said to you, except getting a sales repto further solicit me to pay the ransom (his contact has been CC here) and attached you can find our communication in *** (emails with full headers) and a *** *** of them (if you need exact translation proof, let me know), until the point I declared that my intentions are to resolve this amicably by transferring the domain name to another Registrar that respects the constitutional rights of free speech in press, but that I HAVE NO INTENTION TO FALL FOR THEIR EXTORTION AND PAY A RANSOM FOR MY OWN DOMAIN NAME.EDUCATION: A Registrar, is a private company that has been accredited by *** and get the reselling rights of Domain Names from ***They have not offered my organization any other service like hosting or email service through which they would have the right to regulate the content, they have just offered me the domain name which is not their own product, it is a digital asset owned by its Registrant (me), Regulated by ***, serviced by *** and Billed by GoDaddy.Please let me know what I must do, in order to be able to transfer my domain name to other Registrar, without having to pay illegal ransom to extortionists that have no respect for the constitutional rights of freedom in speech for the press.Looking forward for your help in this !Best Regards,*** ***
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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 April 8, 2011, our customer purchased the domain in question for a two-year term
via an online transactionOur customer manually renewed the domain name on April 3, 2013, and continued to do so until their last manual renewal on April 16, On April 9, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question at the original registration length, and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent notices to our customer prior to renewalThese notices informed our customer their expiring domain would be renewed in accordance with their account settings unless additional action was takenAccount management is a customer responsibility.On April 9, 2017, our customer contacted GoDaddy to request a refund of the renewalOur customer was informed the time could not be removed from their domain nameAs a gesture of goodwill GoDaddy’s Customer Care teams provided the customer with one free domain registration as well as 25% off their next purchase.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We encourage our customer to review and manage their account settings to prevent further unwanted renewalsWe will also share their suggestions regarding the auto-renewal process with the appropriate parties internallyIf our customer does not wish to continue the domain’s registration, they may consider other options, such as listing it in a domain auction or even canceling the domain’s registration.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customerWe stand by our previous response. Account management, including the renewal of services in a timely manner and maintaining independent website data backups is a customer responsibilityAs a one-time exception, our support teams have offered to reduce the restore fee to $provided our customer purchases a new hosting planThis offer will be honored until January 25, 2016. Our customer may contact our hour Customer Care Center at *** should they wish to accept this offer.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H***Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.When the domain name was listed for sale at ***.com an email to confirm and approve the *** listing was sent to the complainant. The complainant selected the link provided within the email, logged into their GoDaddy account, acknowledged and approved the listingGoDaddy had no control over their decisionRESOLUTION:GoDaddy has upheld its agreements with the customer. Prior to its sale, the complainant was able to manage their domain listing, including the removal of the *** listing. The domain name had sold for the price which the complainant acknowledged and approved, all applicable fees have been paid Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Regards,*** ***Office of the CEO***@GoDaddy.comGoDaddy.com*** ** *** *** *** ***Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
*** is the current claimant # that I would like to file a rebuttalI would like a adjustment to the total fee chargedThe complaint was closed and I needed to decline their solution.I am willing to pay a late cancellation fee but not for years for something I won't be using
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 December 1, 2014, our customer registered a domain name via online
transaction for a 2-year term, period ending December 2, On December 3, 2016; per our customer’s account preferences, GoDaddy was instructed not to automatically renew the domain and did not do so in a good faith effort to honor its agreements with our customer.Contrary to our customer’s understanding, GoDaddy sent renewal notices prior to the expiration date on:September 3, 2016October 3, 2016November 2, 2016November 17, 2016November 27, 2016GoDaddy also sent notices after the expiration date on:December 3, 2016December 7, 2017December 2017These notices informed our customer their expired domain was at risk of being canceled unless additional action was takenThe domain was not renewed in a timely manner and entered a redemption period, requiring additional fees to recoverThe process GoDaddy uses to handle expired domain names is outlined in the article at https://www.godaddy.com/help/what-happens-after-domain-names-expire-6700. On January 29, 2017, our customer recovered the domain by paying the associated redemption fee and 1-year renewal fee.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service Our office’s attempt to connect with our customer via phone to discuss their concerns was unsuccessfulThe renewal transaction in question is not eligible for refundWe suggest our customer make note of the expiration date and review their account preferences to avoid further failed renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H***Office of the CEO - GoDaddy
I understand that I agreed to auto renewal. My issue is that GoDaddy does not appropriately disclose that the renewal term will be for more than one year. I believe that the failure to disclose the length of the renewal term is an unfair business practice designed to trick customers