Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• Domains By Proxy Domain Name Proxy Agreement• GoDaddy Hosting Agreement The latest version of these agreements can be found at: [redacted]On February 3, 2013 the complainant registered the Domain Name in question for a two-year term via an online transaction. This is for the period ending February 3, 2015.Go Daddy offers private registration services as an add-on service for select domain names via an affiliate company, Domains by Proxy. The complainant added this privacy service to the domain name on February 12, 2013 via an online transaction.On February 4, 2015, per the complainant's account preferences, GoDaddy was instructed to automatically renew the Domain Name for a two year term and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent multiple notices pre- and post-renewal to the complainant. These notices indicated the Domain Name in question would be automatically renewed upon expiration unless action was taken. GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility. On February 9, 2015 the complainant transferred the Domain Name in question to a Registrar other than GoDaddy.On March 30, 2015 the complainant contacted our Customer Care team to request a refund of their most recent renewal of the Domain Name in question. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The time remaining on the Domain Name in question was transferred with it to the gaining Registrar and is not eligible for refund.As a onetime exception to our Refund Policy, GoDaddy has provided the complainant with a refund for the Domains By Proxy portion of the most recent renewal of the Domain Name in question. Please allow 5-7 days for this to reflect with their financial institution. EDUCATION:The following GoDaddy Support article may be helpful in the future to the complainant for managing products and services:Refund Policy –[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We 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• Auctions Membership Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted]The .ASIA domain in question was offered by a third-party for sale via GoDaddy’s Auctions website. On April 14, 2014 the complainant completed a transaction to purchase the domain, which was then moved to their GoDaddy customer account on April 18, 2014. These domains have specific residency requirements which the complainant was advised to update on multiple occasions to activate the domain.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The domain name in question is available in the complainant’s account, however they will need to fully update the contact information for the domain before it would be active for use. As the domain is already available in the complainant’s account, we are unable to provide the requested refund.EDUCATION:Certain country-specific top-level domains (TLDs) such as .ASIA have residency requirements that must be met. In this case, the complainant would need to update their CED contact information to re-activate the domain. The CED contact is the party responsible for the domain. The complainant may find the following link useful:About .asia Domain Names[redacted]The complainant will want to review the section entitled “Can I update the contact information for .asia domain names?” for further information on the steps needed to update the CED contact information.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards,[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer. GoDaddy stands by its previous response. The offers GoDaddy provides contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question. In this case, the mentioned offer our customer was attempting to utilize did not apply to the products in question.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]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. We 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• Hosting Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 15, 2013, the complainant purchased GoDaddy’s Deluxe Linux hosting plan for a one-year term. This is for the period ending April 15, 2014. On July 2, 2013, the complainant upgraded this hosting plan to the Ultimate Secure Linux plan with the assistance of GoDaddy’s customer care team.On August 13, 2013, the complainant was provided 3 additional months of hosting at no cost as a goodwill gesture. This was previously addressed by our office in Revdex.com Consumer Complaint #9655208 submitted by the complainant. This extended the complainant’s hosting expiration to July 15, 2014.From July 15, 2014 to August 25, 2015, the hosting account in question was manually renewed by the complainant on a monthly basis. The last monthly renewal payment received by GoDaddy was on August 25, 2015 for the term ending September 15, 2015.On September 15, 2015, per the complainant’s account preferences, GoDaddy was instructed not to automatically renew the complainant’s hosting account, and did not renew it in a good faith effort to honor its agreements with the complainant. GoDaddy did not attempt to charge the complainant’s payment method for the hosting in question.GoDaddy sent notices after the expiration date on:• September 15, 2015 at 7:04 AM• September 25, 2015 at 4:23 AM• October 5, 2015 at 5:29 AM These notices informed the customer their expired hosting account was at risk of being canceled unless additional action was taken.On the day the hosting account expired, in this case September 15, 2015, the complainant’s agreed and purchased term of hosting ended. After this term ended, GoDaddy provided 10 days of live site service without receiving payment from the complainant. When this 10 day period ended, the site was suspended for nonpayment. GoDaddy then held the website data for an additional 10 days before the site content was deleted. In total GoDaddy provided 20 days of service without payment prior to cancellation.When a hosting account is cancelled GoDaddy may retain the data for a limited time. The content is not stored in the complainant’s account but rather on other servers that GoDaddy uses for disaster recovery, not for customer archival purposes. Per our terms of service (to which the complainant agreed) it is the complainant’s responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. The reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored.The complainant was under no obligation to pay a restore fee to recover their website, provided they have their own independent backups of their content. Hosting restores are not a product that GoDaddy regularly offers, but rather a service that GoDaddy may provide in rare occasions when a customer does not have their own content independently backed up. Account management, including data backups, are a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a one-time exception to GoDaddy’s refund policy, we have refunded the complainant’s hosting restore fee to the original payment method, a total of $149.99. The complainant may need to allow 5 to 7 business days for the financial institution to credit these funds to their account. Future refunds will be provided in accordance with GoDaddy’s refund policy.It is also a recommended best practice that the complainant maintain their own independent backups of their site data, a responsibility that the complainant agreed to upon hosting their site content on GoDaddy’s servers.EDUCATION:The complainant may find the following articles helpful for future reference:Refund Policy:https://www.godaddy.com/help/refund-policy-8849Back Up Your Website:https://www.godaddy.com/help/back-up-your-website-8480Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Mike L[redacted]Office of the CEO - [email protected][redacted]Scottsdale, AZ 85260
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.As I said in my complaint, GoDaddy provided no evidence that SPAM was being sent from my account, so their action was uncalled for. Since they have restored my email (yet to be verified), I accept the resolution.
Regards,
[redacted]
Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspx On March 30, 2016, our customer contacted GoDaddy’s Customer Consultation and Care team to request assistance with connecting their Workspace Email accounts to a third-party email client. While GoDaddy’s customer care agents are able to assist with troubleshooting issues within GoDaddy products, they are limited in the support they can offer for a third-party program or product.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer’s Workspace Email plan appears to be functioning without issue. If our customer is experiencing issues connecting to a third party client, we would encourage them to continue to work with our customer care team, and reach out to support channels for the email client in question, if needed.We also appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will consider this complaint resolved.
Regards,
[redacted]
When I called to cancel the Domain package I was not informed that I would continue to be billed for the CashParking. If I had known that, I obviously would have cancelled it as well.
It is in fact true that I was able to transfer my domain name out of GoDaddy, and for them allowing that, I appreciate it. However the only issue I have remaining (and I did try to reach out to the Revdex.com to update my complaint, to reflect this new information) is that I was basically in a position where I had to renew my domain name, as it was set to expire 2/24/16 and it was set to "be transferrable" 2/20/16 - with that said, I paid 17.17 to renew the domain name for one year, not knowing first and foremost if GoDaddy was going ot release my domain, and I did not want it to expire on 2/24/16 in the case that I had to wait until 2/20/16, and if said transfer took longer than 3-4 days I'd have lost the domain. My new domain registrar has advised that I request GoDaddy refund me the 17.17 -- and from what I was able to find (and I could be wrong, I'll be honest and say that I'm not 100% sure, since it seems GoDaddy's terms change on the fly) -- but their website shows that if a request is made for a refund on a renewal within 48 hours, it will be refunded. I do not however know if that applies in my case or in which scenarios is does. With that said, I would appreciate the refund, since again going by the information I had before me -- domain can't be transferred until 2/20/16, domain expires 2/24/16 -- I did what I felt I needed to do (thinking that in the end they were not going to let me move it until 2/20/16 anyhow) and renewed the domain. If they can take care of this as a credit back to my credit card, I would be immensely grateful. Thank you.
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 [redacted].On July 30, 2016, our customer purchased shared cPanel hosting for a one-year term via...
online transaction. On July 30, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the hosting in question and attempted to do so in good faith to honor its agreements with its customer however, our customer's financial institution declined payment(s). GoDaddy proactively sent multiple notices pre- and post-expiration to its customer.GoDaddy attempted to proactively notify its customer of the renewal, providing 10 days of service to its customer at no cost following expiration. GoDaddy provided an additional 10 days of service in suspended status prior cancellation due to nonpayment. In total, GoDaddy provided 20 days of service without payment prior to cancellation. Our customer did not take action and the service was canceled on August 19, 2017 due to non-payment. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office has contacted our customer directly, and discussed the steps needed to recover the customer’s site content. Our office will waive the hosting restore attempt fee of $149.99 as a one-time exception. The steps discussed with our customer must be taken in a timely manner.We also appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our Customer Care Managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
To GoDaddy Office of the CEO: Their statement that their representative instructed me to call back to cancel the account is absolutely false. Moreover, Why is the burden on the customer to call back again to cancel the account, when the first time I called was to cancel the account. At this point, the only satisfactory response is to cancel and close the account, and refund 100% of monies that was charge to my credit card.
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 April 11, 2007, our customer purchased two domain names, each for a 10-year term...
via an online transaction.On April 12, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the domains in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent multiple renewal notices prior to the expiration date, including on March 12, 2017 and April 6, 2017. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.When a domain name is renewed, GoDaddy as a registrar must provide payment to the registry for the domains and we have a limited timeframe to be able to recover the funds. Despite GoDaddy being unable to recover funds paid for these domains, we have provided a refund for the two domain names in question as a one-time exception to GoDaddy’s Refund Policy. The domains have been removed from our customer’s account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns. We stand by our previous response. The buyer of a domain name purchased though GoDaddy Auctions does not obtain any rights in the registration of a domain name until completion of the transaction. GoDaddy is not...
responsible and disclaims all liability in the event the domain name transaction fails to complete due to breach by the buyer or seller or failure of the buyer or seller to complete the transaction.Our customer agreed to these terms when they purchased a GoDaddy Auctions membership. Again, for our customers convenience, they may wish to review the agreement here: https://www.godaddy.com/agreements/showdoc.aspx?pageid=dna_memberGoDaddy has fully refunded the initial purchase our customer made on the domain name in question. Our customer is not required to pay GoDaddy any additional fees. We merely made suggestions for our customer’s convenience if they still wished to attempt to acquire the domain name.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer. We attempted to call our customer to assist with finding the customer account but were unable to reach them. As previously mentioned, should the customer have the full credit card number they may reach out to our Billing team who would be able to review charges to the payment method. The Billing team can be reached 24/7 at 480-505-8855. Thank you again for the opportunity to address the additional concerns presented by our customer. Kindest regards, KayJay R[redacted] Office of the CEO- GoDaddy
Hello, the hosting plan does not perform as required why pay for something that does not work , I am no longer going to use go daddy hosting plan. I was using the plan but there is many problems, the pages load extremely slow with the Wordpress plugin on plex. I spoke to there support and they confirmed that it's an issue and I should switch back to old Wordpress plan and asking me to pay again . This was on phone and wbe chat whenever I spoke about the issues they wanted me to purchase different plan. I have now signed up with a different provider and everything loads instantly.if I pay for something from a brick and mortar store I would not have rights to a refund if the product was faulty because it's in the shops terms and conditions on refund policy , no because law says if a product is faulty I am entitled to a refund this product is clearly faulty I tried on multiple occasions to get this sorted with go daddy and response was to switch back to the Wordpress plan which meant I would need to pay more money and lose £15.I asked them to credit the £15 to my go daddy account so I can use money on something that maybe works? Perhaps godaddy needs to look at sorting there severs.[redacted]
Dear Sir or Madam,This is my response to your response to my complaint to Revdex.com about my GoDaddy account being automatically renewed at full price for two years. My major complaints were not that your system renewed my account, but how the account was renewed and that your refund policy was not stated in your system generated renewal email. Let me repeat my points:1) Not anywhere in the renewal notice that I have only 30 days to cancel or change the plan2) Not anywhere in the renewal notice that the auto-renewal will renew my account for two years of service. By contrast, by logging onto my account, if I choose to renew my service, I have the option to choose 1 month, 1 year or 2 two years.BTW, your referred me to your company refund policy page: https://www.godaddy.com/help/refund-policy-19963, unfortunately, the page does not exist as shown in the attachment.I am disappointed that as a public company, GoDaddy completely forgoes customer's interest, for example, by maximizing the auto renewal to 2 years with full and inflated monthly charges.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
No notification was received from Godaddy prior to renewal - otherwise I would have cancelled. I have checked all of my email boxes ( inbox and trash) and have no such notification.I request a refund of this amount.
Regards,
[redacted]
Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. These agreements can be found at[redacted] On April 13, 2015 our customer...
purchased a domain and a Website Builder plan, each for a one-year term. Website Builder is a proprietary, do-it-yourself, template based product to construct a website. Contrary to our customer’s understanding, they did not pay GoDaddy to build a website for them. We do offer a Website Design Service in which our team will create a website but our customer did not to purchase this service. On April 13, 2016 our customer’s products expired. Per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question and attempted to do so in a good faith effort to honor its agreements with the customer however, the customer's financial institution declined payment. GoDaddy subsequently sent an email notice to the customer to inform them the items were at risk of being can canceled unless additional action was taken. Account management is a customer responsibility. On April 13, 2016 our customer contact GoDaddy’s care team and was unable to provide the Call-in PIN in which they had created for the GoDaddy account. Our customer then declined further assistance and indicated they would submit a complaint to the Revdex.com. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The services our customer purchased functioned as intended. As such, GoDaddy is unable to provide the desired settlement. Our customer may locate the PIN using the instructions at [redacted]Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Greg H
[redacted]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[redacted].On June 21, 2016, our customer purchased several GoDaddy services via online...
transaction, including a Website Builder Business plan, purchased for a 1-month term. Website Builder is a proprietary, do-it-yourself, template based product to construct a website. Contrary to our customer’s understanding, the Website Builder plan was not an add-on, or bundled with the purchase of another service.Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question upon its monthly expiration and did so in a good faith effort to honor its agreements with our customer. Following each renewal transaction, an order confirmation was sent to our customer containing details of the transaction.On December 21, 2016, following an automatic renewal of the Website Builder plan for an additional month, our customer contacted our customer care team and requested a refund for the preceding 6-months of service. A full refund for the December 21, 2016 transaction was provided. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been provided the applicable refund per GoDaddy’s Refund Policy, publicly displayed at http://*.co/refund. We encourage our customer to review their product renewal preferences to avoid undesired renewals; account management is a customer responsibility.Our customer may find the following article helpful:[redacted]Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]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. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• Domains By Proxy Domain Name Proxy Agreement• GoDaddy Hosting Agreement The latest version of these agreements can be found at: [redacted]On February 3, 2013 the complainant registered the Domain Name in question for a two-year term via an online transaction. This is for the period ending February 3, 2015.Go Daddy offers private registration services as an add-on service for select domain names via an affiliate company, Domains by Proxy. The complainant added this privacy service to the domain name on February 12, 2013 via an online transaction.On February 4, 2015, per the complainant's account preferences, GoDaddy was instructed to automatically renew the Domain Name for a two year term and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent multiple notices pre- and post-renewal to the complainant. These notices indicated the Domain Name in question would be automatically renewed upon expiration unless action was taken. GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility. On February 9, 2015 the complainant transferred the Domain Name in question to a Registrar other than GoDaddy.On March 30, 2015 the complainant contacted our Customer Care team to request a refund of their most recent renewal of the Domain Name in question. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The time remaining on the Domain Name in question was transferred with it to the gaining Registrar and is not eligible for refund.As a onetime exception to our Refund Policy, GoDaddy has provided the complainant with a refund for the Domains By Proxy portion of the most recent renewal of the Domain Name in question. Please allow 5-7 days for this to reflect with their financial institution. EDUCATION:The following GoDaddy Support article may be helpful in the future to the complainant for managing products and services:Refund Policy –[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We 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• Auctions Membership Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted]The .ASIA domain in question was offered by a third-party for sale via GoDaddy’s Auctions website. On April 14, 2014 the complainant completed a transaction to purchase the domain, which was then moved to their GoDaddy customer account on April 18, 2014. These domains have specific residency requirements which the complainant was advised to update on multiple occasions to activate the domain.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The domain name in question is available in the complainant’s account, however they will need to fully update the contact information for the domain before it would be active for use. As the domain is already available in the complainant’s account, we are unable to provide the requested refund.EDUCATION:Certain country-specific top-level domains (TLDs) such as .ASIA have residency requirements that must be met. In this case, the complainant would need to update their CED contact information to re-activate the domain. The CED contact is the party responsible for the domain. The complainant may find the following link useful:About .asia Domain Names[redacted]The complainant will want to review the section entitled “Can I update the contact information for .asia domain names?” for further information on the steps needed to update the CED contact information.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards,[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer. GoDaddy stands by its previous response. The offers GoDaddy provides contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question. In this case, the mentioned offer our customer was attempting to utilize did not apply to the products in question.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]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. We 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• Hosting Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 15, 2013, the complainant purchased GoDaddy’s Deluxe Linux hosting plan for a one-year term. This is for the period ending April 15, 2014. On July 2, 2013, the complainant upgraded this hosting plan to the Ultimate Secure Linux plan with the assistance of GoDaddy’s customer care team.On August 13, 2013, the complainant was provided 3 additional months of hosting at no cost as a goodwill gesture. This was previously addressed by our office in Revdex.com Consumer Complaint #9655208 submitted by the complainant. This extended the complainant’s hosting expiration to July 15, 2014.From July 15, 2014 to August 25, 2015, the hosting account in question was manually renewed by the complainant on a monthly basis. The last monthly renewal payment received by GoDaddy was on August 25, 2015 for the term ending September 15, 2015.On September 15, 2015, per the complainant’s account preferences, GoDaddy was instructed not to automatically renew the complainant’s hosting account, and did not renew it in a good faith effort to honor its agreements with the complainant. GoDaddy did not attempt to charge the complainant’s payment method for the hosting in question.GoDaddy sent notices after the expiration date on:• September 15, 2015 at 7:04 AM• September 25, 2015 at 4:23 AM• October 5, 2015 at 5:29 AM These notices informed the customer their expired hosting account was at risk of being canceled unless additional action was taken.On the day the hosting account expired, in this case September 15, 2015, the complainant’s agreed and purchased term of hosting ended. After this term ended, GoDaddy provided 10 days of live site service without receiving payment from the complainant. When this 10 day period ended, the site was suspended for nonpayment. GoDaddy then held the website data for an additional 10 days before the site content was deleted. In total GoDaddy provided 20 days of service without payment prior to cancellation.When a hosting account is cancelled GoDaddy may retain the data for a limited time. The content is not stored in the complainant’s account but rather on other servers that GoDaddy uses for disaster recovery, not for customer archival purposes. Per our terms of service (to which the complainant agreed) it is the complainant’s responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. The reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored.The complainant was under no obligation to pay a restore fee to recover their website, provided they have their own independent backups of their content. Hosting restores are not a product that GoDaddy regularly offers, but rather a service that GoDaddy may provide in rare occasions when a customer does not have their own content independently backed up. Account management, including data backups, are a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a one-time exception to GoDaddy’s refund policy, we have refunded the complainant’s hosting restore fee to the original payment method, a total of $149.99. The complainant may need to allow 5 to 7 business days for the financial institution to credit these funds to their account. Future refunds will be provided in accordance with GoDaddy’s refund policy.It is also a recommended best practice that the complainant maintain their own independent backups of their site data, a responsibility that the complainant agreed to upon hosting their site content on GoDaddy’s servers.EDUCATION:The complainant may find the following articles helpful for future reference:Refund Policy:https://www.godaddy.com/help/refund-policy-8849Back Up Your Website:https://www.godaddy.com/help/back-up-your-website-8480Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Mike L[redacted]Office of the CEO - [email protected][redacted]Scottsdale, AZ 85260
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.As I said in my complaint, GoDaddy provided no evidence that SPAM was being sent from my account, so their action was uncalled for. Since they have restored my email (yet to be verified), I accept the resolution.
Regards,
[redacted]
Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspx On March 30, 2016, our customer contacted GoDaddy’s Customer Consultation and Care team to request assistance with connecting their Workspace Email accounts to a third-party email client. While GoDaddy’s customer care agents are able to assist with troubleshooting issues within GoDaddy products, they are limited in the support they can offer for a third-party program or product.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer’s Workspace Email plan appears to be functioning without issue. If our customer is experiencing issues connecting to a third party client, we would encourage them to continue to work with our customer care team, and reach out to support channels for the email client in question, if needed.We also appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will consider this complaint resolved.
Regards,
[redacted]
When I called to cancel the Domain package I was not informed that I would continue to be billed for the CashParking. If I had known that, I obviously would have cancelled it as well.
It is in fact true that I was able to transfer my domain name out of GoDaddy, and for them allowing that, I appreciate it. However the only issue I have remaining (and I did try to reach out to the Revdex.com to update my complaint, to reflect this new information) is that I was basically in a position where I had to renew my domain name, as it was set to expire 2/24/16 and it was set to "be transferrable" 2/20/16 - with that said, I paid 17.17 to renew the domain name for one year, not knowing first and foremost if GoDaddy was going ot release my domain, and I did not want it to expire on 2/24/16 in the case that I had to wait until 2/20/16, and if said transfer took longer than 3-4 days I'd have lost the domain. My new domain registrar has advised that I request GoDaddy refund me the 17.17 -- and from what I was able to find (and I could be wrong, I'll be honest and say that I'm not 100% sure, since it seems GoDaddy's terms change on the fly) -- but their website shows that if a request is made for a refund on a renewal within 48 hours, it will be refunded. I do not however know if that applies in my case or in which scenarios is does. With that said, I would appreciate the refund, since again going by the information I had before me -- domain can't be transferred until 2/20/16, domain expires 2/24/16 -- I did what I felt I needed to do (thinking that in the end they were not going to let me move it until 2/20/16 anyhow) and renewed the domain. If they can take care of this as a credit back to my credit card, I would be immensely grateful. Thank you.
Revdex.com:
I thank you for helping resolve the matter and with helping get into my account
Regards,
[redacted]
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 [redacted].On July 30, 2016, our customer purchased shared cPanel hosting for a one-year term via...
online transaction. On July 30, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the hosting in question and attempted to do so in good faith to honor its agreements with its customer however, our customer's financial institution declined payment(s). GoDaddy proactively sent multiple notices pre- and post-expiration to its customer.GoDaddy attempted to proactively notify its customer of the renewal, providing 10 days of service to its customer at no cost following expiration. GoDaddy provided an additional 10 days of service in suspended status prior cancellation due to nonpayment. In total, GoDaddy provided 20 days of service without payment prior to cancellation. Our customer did not take action and the service was canceled on August 19, 2017 due to non-payment. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office has contacted our customer directly, and discussed the steps needed to recover the customer’s site content. Our office will waive the hosting restore attempt fee of $149.99 as a one-time exception. The steps discussed with our customer must be taken in a timely manner.We also appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our Customer Care Managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
To GoDaddy Office of the CEO: Their statement that their representative instructed me to call back to cancel the account is absolutely false. Moreover, Why is the burden on the customer to call back again to cancel the account, when the first time I called was to cancel the account. At this point, the only satisfactory response is to cancel and close the account, and refund 100% of monies that was charge to my credit card.
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 April 11, 2007, our customer purchased two domain names, each for a 10-year term...
via an online transaction.On April 12, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the domains in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent multiple renewal notices prior to the expiration date, including on March 12, 2017 and April 6, 2017. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.When a domain name is renewed, GoDaddy as a registrar must provide payment to the registry for the domains and we have a limited timeframe to be able to recover the funds. Despite GoDaddy being unable to recover funds paid for these domains, we have provided a refund for the two domain names in question as a one-time exception to GoDaddy’s Refund Policy. The domains have been removed from our customer’s account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns. We stand by our previous response. The buyer of a domain name purchased though GoDaddy Auctions does not obtain any rights in the registration of a domain name until completion of the transaction. GoDaddy is not...
responsible and disclaims all liability in the event the domain name transaction fails to complete due to breach by the buyer or seller or failure of the buyer or seller to complete the transaction.Our customer agreed to these terms when they purchased a GoDaddy Auctions membership. Again, for our customers convenience, they may wish to review the agreement here: https://www.godaddy.com/agreements/showdoc.aspx?pageid=dna_memberGoDaddy has fully refunded the initial purchase our customer made on the domain name in question. Our customer is not required to pay GoDaddy any additional fees. We merely made suggestions for our customer’s convenience if they still wished to attempt to acquire the domain name.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer. We attempted to call our customer to assist with finding the customer account but were unable to reach them. As previously mentioned, should the customer have the full credit card number they may reach out to our Billing team who would be able to review charges to the payment method. The Billing team can be reached 24/7 at 480-505-8855. Thank you again for the opportunity to address the additional concerns presented by our customer. Kindest regards, KayJay R[redacted] Office of the CEO- GoDaddy
Hello, the hosting plan does not perform as required why pay for something that does not work , I am no longer going to use go daddy hosting plan. I was using the plan but there is many problems, the pages load extremely slow with the Wordpress plugin on plex. I spoke to there support and they confirmed that it's an issue and I should switch back to old Wordpress plan and asking me to pay again . This was on phone and wbe chat whenever I spoke about the issues they wanted me to purchase different plan. I have now signed up with a different provider and everything loads instantly.if I pay for something from a brick and mortar store I would not have rights to a refund if the product was faulty because it's in the shops terms and conditions on refund policy , no because law says if a product is faulty I am entitled to a refund this product is clearly faulty I tried on multiple occasions to get this sorted with go daddy and response was to switch back to the Wordpress plan which meant I would need to pay more money and lose £15.I asked them to credit the £15 to my go daddy account so I can use money on something that maybe works? Perhaps godaddy needs to look at sorting there severs.[redacted]
Dear Sir or Madam,This is my response to your response to my complaint to Revdex.com about my GoDaddy account being automatically renewed at full price for two years. My major complaints were not that your system renewed my account, but how the account was renewed and that your refund policy was not stated in your system generated renewal email. Let me repeat my points:1) Not anywhere in the renewal notice that I have only 30 days to cancel or change the plan2) Not anywhere in the renewal notice that the auto-renewal will renew my account for two years of service. By contrast, by logging onto my account, if I choose to renew my service, I have the option to choose 1 month, 1 year or 2 two years.BTW, your referred me to your company refund policy page: https://www.godaddy.com/help/refund-policy-19963, unfortunately, the page does not exist as shown in the attachment.I am disappointed that as a public company, GoDaddy completely forgoes customer's interest, for example, by maximizing the auto renewal to 2 years with full and inflated monthly charges.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
No notification was received from Godaddy prior to renewal - otherwise I would have cancelled. I have checked all of my email boxes ( inbox and trash) and have no such notification.I request a refund of this amount.
Regards,
[redacted]
Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. These agreements can be found at[redacted] On April 13, 2015 our customer...
purchased a domain and a Website Builder plan, each for a one-year term. Website Builder is a proprietary, do-it-yourself, template based product to construct a website. Contrary to our customer’s understanding, they did not pay GoDaddy to build a website for them. We do offer a Website Design Service in which our team will create a website but our customer did not to purchase this service. On April 13, 2016 our customer’s products expired. Per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question and attempted to do so in a good faith effort to honor its agreements with the customer however, the customer's financial institution declined payment. GoDaddy subsequently sent an email notice to the customer to inform them the items were at risk of being can canceled unless additional action was taken. Account management is a customer responsibility. On April 13, 2016 our customer contact GoDaddy’s care team and was unable to provide the Call-in PIN in which they had created for the GoDaddy account. Our customer then declined further assistance and indicated they would submit a complaint to the Revdex.com. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The services our customer purchased functioned as intended. As such, GoDaddy is unable to provide the desired settlement. Our customer may locate the PIN using the instructions at [redacted]Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Greg H
[redacted]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[redacted].On June 21, 2016, our customer purchased several GoDaddy services via online...
transaction, including a Website Builder Business plan, purchased for a 1-month term. Website Builder is a proprietary, do-it-yourself, template based product to construct a website. Contrary to our customer’s understanding, the Website Builder plan was not an add-on, or bundled with the purchase of another service.Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question upon its monthly expiration and did so in a good faith effort to honor its agreements with our customer. Following each renewal transaction, an order confirmation was sent to our customer containing details of the transaction.On December 21, 2016, following an automatic renewal of the Website Builder plan for an additional month, our customer contacted our customer care team and requested a refund for the preceding 6-months of service. A full refund for the December 21, 2016 transaction was provided. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been provided the applicable refund per GoDaddy’s Refund Policy, publicly displayed at http://*.co/refund. We encourage our customer to review their product renewal preferences to avoid undesired renewals; account management is a customer responsibility.Our customer may find the following article helpful:[redacted]Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy