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* Workspace Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 7, the complainant purchased an email plan for a one year term. This is for the service period ending April 7, 2011.On April 7, 2011, per the complainant's account preferences, GoDaddy was instructed to automatically renew the email plan for a one-year term and did so in a good faith effort to honor its agreements with the complainantThis is for the period ending April 7, 2012.GoDaddy sent renewal notices prior to the expiration date on:* February 6, 2011* March 8, 2011These notices indicated the service would be automatically renewed upon expiration unless action was taken. GoDaddy provides customers with full control over the automatic renewal featureCustomers may, at any time, log into their account and modify this preference. Account management is a customer responsibility. On April 28, the complainant contacted our Customer Care team to discuss the renewal of the email plan which occurred April 7, The complainant chose to leave the account active.On April 7, 2012, per the complainant's account preferences, GoDaddy was instructed to automatically renew the email plan for a one-year term and did so in a good faith effort to honor its agreements with the complainantThis is to provide the service for the period ending April 7, 2013.GoDaddy sent renewal notices prior to the expiration date on:* February 7, 2012* March 8, 2012On April 7, 2013, per the complainant's account preferences, GoDaddy was instructed to automatically renew the email plan for a one-year term and did so in a good faith effort to honor its agreements with the complainantThis is for the period ending April 7, 2014.GoDaddy sent renewal notices prior to the expiration date on:* February 6, 2013* March 8, 2013On April 7, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew the email plan for a one-year term and did so in a good faith effort to honor its agreements with the complainantThis is for the period ending April 7, 2015.GoDaddy sent renewal notices prior to the expiration date on:* February 6, 2014* March 8, 2014On May 13, 2014 the complainant contacted our Customer Care team to discuss the automatic renewal which occurred April 7, The complainant chose to leave the service active at that time.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant contacted our 24/Customer Care teams on January 21, and had canceled the serviceThe complainant was provided a full refund for the latest annual renewal transaction as an In-Store Credit although there were only monthsremaining on the serviceThis was offered as a goodwill gesture for the full term instead of a partial refund for the unused months per GoDaddy's Refund Policy.Education:The following GoDaddy Support articles may be helpful in the future to our customer for managing products and services:Managing Renewals for Products and Services: ***/help/article/725/managing-renewals-for-products-and-servicesCanceling Products: ***/help/article/7468/canceling-productsRefund Policy: ***/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,*** *** ***
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Thank you for the opportunity to address the concerns presented by our customerWe would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at:
https://www.godaddy.com/legal-agreements.aspx It appears our customer was utilizing a free trial version of GoDaddy’s Premium Online StoreOn March 29, the Premium Online Store was automatically renewed for month per our customers account preferencesRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer chose to cancel their Premium Online Store from within their account on April 20, In accordance with GoDaddy’s refund policy, products purchased on a monthly basis are eligible for refund within hours of the date of the transaction onlyThe remaining time for our customers Premium Online Store is not eligible for refundThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Terri 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.On March 18, 2016, our customer purchased an Office email plan for two years while
on the phone with GoDaddy support.On March 7, 2017, our customer contacted GoDaddy support because a specific email recipient was not receiving email messages from our customerGoDaddy support was able to trace the successful delivery of the email messages. On March 15, 2017, our customer contacted GoDaddy support with the same issue they had reported on March 7, GoDaddy support was able to trace the successful delivery of the email messagesRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has not provided any errors which would typically accompany the failed delivery of an email messageAnd as previously mentioned, GoDaddy support was able to trace the successful delivery of the messages in questionOur customer may want to check with the recipient to have them check all of their mail folders, as it is possible they may be using an email utility which handles email in a manner GoDaddy has no control over.Per our Refund Policy, we are well past the window of time in which the service would be eligible for a refundAs such, we will not be issuing a refundWe will gladly review any new information our customer wishes to share with us which would indicate their email service is not working as intended.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J*** Office of the CEO - GoDaddy
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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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 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 July 6, 2016, our customer purchased GoDaddy’s Web Store DesignThis service
enlists GoDaddy’s Professional Web Design team to create a custom website for a one-time feeCustomers must submit information, including images and text, for the website before the site can be builtOur customer was advised the website would be available for preview on July 29, 2016.On July 20, 2016, our customer contacted GoDaddy and renewed the WebStore Design Hosting plan for a one-year term with the assistance of our customer care team.On July 28, 2016, our customer was notified via email that their website was ready to previewThe customer called GoDaddy’s Web Design team advising that she was dissatisfied with the website and an email or call listing all changes was requestedOn August 1, 2016, our customer contacted GoDaddy’s Web Design team to provide a list of changes and images as an update requestThe update was scheduled to be completed on August 9, which was expedited as a courtesyRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer spoke with a member of management on August 8, and was properly advised that the product was not eligible for a refund as the website design work was completedAs a goodwill gesture, we will provide a refund $1,for the build fee but it will be subject to a 30% cancellation fee and refund $for the annual Hosting planBefore we will process a refund the products will need to be cancelledThe customer will need to contact our Web Services team directly at 480-366-3336.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mandy O’***Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by our customerOur customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at: *** On June 24, 2016,
our customer purchased multiple domains for two years via online orderOur customer also opted to add privacy services to each domain nameGoDaddy provides promotional offers to our customers in regards to the purchase of new products and the renewals of existing onesThese offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question. We will honor any valid promotional offers that our customers receive from GoDaddyThe offer must be entered prior to completing the transactionRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The total amount paid by our customer for the transaction in question was thirty two percent below standard pricing for the items purchasedOur system allows for the use of one promotional discount per orderIf a customer attempts to apply a second promotional code to their order, our system will apply the promotion that offers the lowest price for the customer.Our customer received a discount greater than the one referenced in their complaintAs such, GoDaddy will not be providing any further price adjustment as requested.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J***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 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.Our customer reached out to our 24/Customer Care Center on February 21, to discuss their concerns pertaining to personal information being listed on the internetThey acknowledged their domain names were publicly listed, but felt GoDaddy had sold their informationOur customer was correctly informed this was not the case. Most Registrars provide privacy services as an aservice for their domain name customersPrivacy services allow a Registrar to overlay their customer’s contact information with their own, thus shielding a customer’s information from the internetMost providers, including GoDaddy, charge a fee for this service. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As an ICANN (Internet Corporation for Assigned Names and Numbers) accredited domain name Registrar, GoDaddy is required to publicly list all Registrant (domain owner) contact information in the pubic WhoIs databaseThis requirement is levied to all ICANN accredited Registrars.Our customer may find information listed on ICANN’s website helpfulFor their convenience, we have included the direct link to the policy in questionThey will want to visit the section titled "Whois Data"Registrant Rights and Responsibilities Under the Registrar Accreditation Agreementhttps://www.icann.org/resources/pages/responsibilities-2014-03-14-enTha...⇄ you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On 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
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
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
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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*** 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
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 concerns presented by the complainantWe have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement • GoDaddy Online Store/Quick Shopping Cart Agreement • GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: *** On November 21, during a call to our Customer Care Center the complainant purchased GoDaddy’s Online Store for a one year term. The complainant subsequently contacted our Customer Care Center with feedback regarding Google rankings of their Online Store.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.RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complainant’s concerns have been addressed, please allow sufficient time for Google to re-crawl their Online Store.As a onetime exception in appreciation for the complainant’s selecting GoDaddy we have added an additional three months to the term of their Online Store.Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant Kindest Regards,*** ***Office of the CEO - GoDaddy
Hi thanks for the offer Please let me kow the amount you would refundjust want ot cofirm I will get the full amount before I agree Please include the calculation from where you got that number thanks
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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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
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* Workspace Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 7, the complainant purchased an email plan for a one year term. This is for the service period ending April 7, 2011.On April 7, 2011, per the complainant's account preferences, GoDaddy was instructed to automatically renew the email plan for a one-year term and did so in a good faith effort to honor its agreements with the complainantThis is for the period ending April 7, 2012.GoDaddy sent renewal notices prior to the expiration date on:* February 6, 2011* March 8, 2011These notices indicated the service would be automatically renewed upon expiration unless action was taken. GoDaddy provides customers with full control over the automatic renewal featureCustomers may, at any time, log into their account and modify this preference. Account management is a customer responsibility. On April 28, the complainant contacted our Customer Care team to discuss the renewal of the email plan which occurred April 7, The complainant chose to leave the account active.On April 7, 2012, per the complainant's account preferences, GoDaddy was instructed to automatically renew the email plan for a one-year term and did so in a good faith effort to honor its agreements with the complainantThis is to provide the service for the period ending April 7, 2013.GoDaddy sent renewal notices prior to the expiration date on:* February 7, 2012* March 8, 2012On April 7, 2013, per the complainant's account preferences, GoDaddy was instructed to automatically renew the email plan for a one-year term and did so in a good faith effort to honor its agreements with the complainantThis is for the period ending April 7, 2014.GoDaddy sent renewal notices prior to the expiration date on:* February 6, 2013* March 8, 2013On April 7, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew the email plan for a one-year term and did so in a good faith effort to honor its agreements with the complainantThis is for the period ending April 7, 2015.GoDaddy sent renewal notices prior to the expiration date on:* February 6, 2014* March 8, 2014On May 13, 2014 the complainant contacted our Customer Care team to discuss the automatic renewal which occurred April 7, The complainant chose to leave the service active at that time.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant contacted our 24/Customer Care teams on January 21, and had canceled the serviceThe complainant was provided a full refund for the latest annual renewal transaction as an In-Store Credit although there were only monthsremaining on the serviceThis was offered as a goodwill gesture for the full term instead of a partial refund for the unused months per GoDaddy's Refund Policy.Education:The following GoDaddy Support articles may be helpful in the future to our customer for managing products and services:Managing Renewals for Products and Services: ***/help/article/725/managing-renewals-for-products-and-servicesCanceling Products: ***/help/article/7468/canceling-productsRefund Policy: ***/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,*** *** ***
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Thank you for the opportunity to address the concerns presented by our customerWe would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at:
https://www.godaddy.com/legal-agreements.aspx It appears our customer was utilizing a free trial version of GoDaddy’s Premium Online StoreOn March 29, the Premium Online Store was automatically renewed for month per our customers account preferencesRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer chose to cancel their Premium Online Store from within their account on April 20, In accordance with GoDaddy’s refund policy, products purchased on a monthly basis are eligible for refund within hours of the date of the transaction onlyThe remaining time for our customers Premium Online Store is not eligible for refundThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Terri 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.On March 18, 2016, our customer purchased an Office email plan for two years while
on the phone with GoDaddy support.On March 7, 2017, our customer contacted GoDaddy support because a specific email recipient was not receiving email messages from our customerGoDaddy support was able to trace the successful delivery of the email messages. On March 15, 2017, our customer contacted GoDaddy support with the same issue they had reported on March 7, GoDaddy support was able to trace the successful delivery of the email messagesRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has not provided any errors which would typically accompany the failed delivery of an email messageAnd as previously mentioned, GoDaddy support was able to trace the successful delivery of the messages in questionOur customer may want to check with the recipient to have them check all of their mail folders, as it is possible they may be using an email utility which handles email in a manner GoDaddy has no control over.Per our Refund Policy, we are well past the window of time in which the service would be eligible for a refundAs such, we will not be issuing a refundWe will gladly review any new information our customer wishes to share with us which would indicate their email service is not working as intended.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J*** Office of the CEO - GoDaddy
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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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 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 July 6, 2016, our customer purchased GoDaddy’s Web Store DesignThis service
enlists GoDaddy’s Professional Web Design team to create a custom website for a one-time feeCustomers must submit information, including images and text, for the website before the site can be builtOur customer was advised the website would be available for preview on July 29, 2016.On July 20, 2016, our customer contacted GoDaddy and renewed the WebStore Design Hosting plan for a one-year term with the assistance of our customer care team.On July 28, 2016, our customer was notified via email that their website was ready to previewThe customer called GoDaddy’s Web Design team advising that she was dissatisfied with the website and an email or call listing all changes was requestedOn August 1, 2016, our customer contacted GoDaddy’s Web Design team to provide a list of changes and images as an update requestThe update was scheduled to be completed on August 9, which was expedited as a courtesyRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer spoke with a member of management on August 8, and was properly advised that the product was not eligible for a refund as the website design work was completedAs a goodwill gesture, we will provide a refund $1,for the build fee but it will be subject to a 30% cancellation fee and refund $for the annual Hosting planBefore we will process a refund the products will need to be cancelledThe customer will need to contact our Web Services team directly at 480-366-3336.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mandy O’***Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by our customerOur customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at: *** On June 24, 2016,
our customer purchased multiple domains for two years via online orderOur customer also opted to add privacy services to each domain nameGoDaddy provides promotional offers to our customers in regards to the purchase of new products and the renewals of existing onesThese offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question. We will honor any valid promotional offers that our customers receive from GoDaddyThe offer must be entered prior to completing the transactionRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The total amount paid by our customer for the transaction in question was thirty two percent below standard pricing for the items purchasedOur system allows for the use of one promotional discount per orderIf a customer attempts to apply a second promotional code to their order, our system will apply the promotion that offers the lowest price for the customer.Our customer received a discount greater than the one referenced in their complaintAs such, GoDaddy will not be providing any further price adjustment as requested.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J***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 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.Our customer reached out to our 24/Customer Care Center on February 21, to discuss their concerns pertaining to personal information being listed on the internetThey acknowledged their domain names were publicly listed, but felt GoDaddy had sold their informationOur customer was correctly informed this was not the case. Most Registrars provide privacy services as an aservice for their domain name customersPrivacy services allow a Registrar to overlay their customer’s contact information with their own, thus shielding a customer’s information from the internetMost providers, including GoDaddy, charge a fee for this service. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As an ICANN (Internet Corporation for Assigned Names and Numbers) accredited domain name Registrar, GoDaddy is required to publicly list all Registrant (domain owner) contact information in the pubic WhoIs databaseThis requirement is levied to all ICANN accredited Registrars.Our customer may find information listed on ICANN’s website helpfulFor their convenience, we have included the direct link to the policy in questionThey will want to visit the section titled "Whois Data"Registrant Rights and Responsibilities Under the Registrar Accreditation Agreementhttps://www.icann.org/resources/pages/responsibilities-2014-03-14-enTha...⇄ you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On 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
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
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
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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*** 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
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 concerns presented by the complainantWe have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement • GoDaddy Online Store/Quick Shopping Cart Agreement • GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: *** On November 21, during a call to our Customer Care Center the complainant purchased GoDaddy’s Online Store for a one year term. The complainant subsequently contacted our Customer Care Center with feedback regarding Google rankings of their Online Store.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.RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complainant’s concerns have been addressed, please allow sufficient time for Google to re-crawl their Online Store.As a onetime exception in appreciation for the complainant’s selecting GoDaddy we have added an additional three months to the term of their Online Store.Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant Kindest Regards,*** ***Office of the CEO - GoDaddy
Hi thanks for the offer Please let me kow the amount you would refundjust want ot cofirm I will get the full amount before I agree Please include the calculation from where you got that number thanks
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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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
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