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• Domain Name Proxy Agreement• Website Builder Service Agreement• Get Found Service Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn September 17, 2014, the complainant purchased several GoDaddy services, including a domain name registration, each for a one-year term via an online transaction. This was for the period ending September 17, 2015.Our Protected Registration service, which the complainant had opted to add to their domain name registration, is the highest level of protection for a domain name that GoDaddy offers. This premium, add-on service provides private registration and a Certified Domain add-on. The service also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.On September 15, 2015, the complainant submitted a request to cancel Protected Registration associated with their domain and did not include the supporting identification information. On September 17 and 18, 2015 respectively, per the complainant's account preferences, GoDaddy was instructed to automatically renew the domain name and services in question and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the expiration date on:• August 18, 2015 at 10:01 AM MST• September 7, 2015 at 7:28 AM MST• September 7, 2015 at 10:16 AM MSTThese notices informed the complainant 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 has upheld its agreements in good faith with the complainant and honored its terms of service.On September 18, 2015 the complainant contacted our Billing Team and was provided a full refund for the services that automatically renewed on September 17, 2015 in the amount of $136.75. The complainant has been advised of what information is required to cancel the Protected Registration Service; it is their responsibility to submit this documentation. Once the proper documentation has been received and verified by the appropriate team within our organization, the service may then be canceled. EDUCATION:The complainant may find the following articles from GoDaddy’s Help Center useful for their future reference.What is Protected Registration? –https://support.godaddy.com/help/article/1286/what-is-protected-registrationC...⇄ Protected Registration –https://support.godaddy.com/help/article/1292/canceling-protected-registratio...⇄ Policy –https://support.godaddy.com/help/article/8849/refund-policyThank 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[redacted]Scottsdale, AZ 85260
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. Based on the information presented, GoDaddy has not entered into terms with the...
complainant. In review of the complainant’s correspondence with our Domain Services team (and by the complainants own admission) this GoDaddy account was created by a past employee whom they are unable to identify. Furthermore while the complaint is not the account holder they are listed as the registrant of the Domain Name in question. RESOLUTION: The complainant has provided documentation to begin to establish a claim to the registration of the Domain Name in question. EDUCATION: We recommend that the complainant ensure they are taking full responsibility for all domains in the future that their subordinates manage on their behalf. 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[redacted] Phone [redacted] Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreement upon conducting business with...
GoDaddy:* GoDaddy Universal Terms of Service AgreementThe latest version of all GoDaddy agreements can be found at: https://www.godaddy.com/legalagreements.aspxOn July 6, 2015 our customer contacted our Customer Service team via online Chat to request that their accounts be cancelled. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Our office has attempted to connect with our customer via the phone information provided to us and have been unsuccessful; it appears the number may not be in service.GoDaddy takes our customer's privacy very seriously and only keeps information as necessary in order to comply with our legal obligations, resolve disputes, or enforce our agreements. This practice is outlined in our Privacy Policy located at https://www.godaddy.com/Agreements/Privacy.aspx.As our customer had canceled all products and removed all payment method information from the accounts in question, we have placed the specified accounts in a deactivated status. We have also removed our customer's email address from all company mailing lists as of today's date. They may continue to receive marketing emails from us for up to two weeks, based on mailings that were placed into queue prior to our receipt of their request. Should our customer have a need to utilize Go Daddy's services in the future, they may create a new account with us at any time.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted]Office of the CEO
Thank you for the opportunity to address our customer’s additional concerns. Our SEO Services team made twenty-three attempts via phone and email to reach our customer with limited success. Each time our team reached our customer via phone, our customer indicated they were unavailable to discuss their project. While the SEO Services plan did automatically renew on October 23, 2016, our customer did not contact our team until November 9, 2016 to voice their displeasure with the project. Given the lack of interaction between our team and our customer, the SEO Service plan was canceled. As clearly stated in our publicly located refund policy, SEO Services is non-refundable if the plan is canceled more than 48 hours after renewal. Despite the lack of customer involvement, our team was able to complete all contracted work and saw positive movement with regard to traffic to our customer’s website. For convenience, our customer may view our refund policy here: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
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.
The GoDaddy rep failed to tell me about the unrealistic charges. When I challenged the charge they claimed that an e-mail was sent to me regarding the charges and that I would have five (5) days to cancel. I did not receive acknowledgment and would have definitely cancelled. I clearly asked the rep at the time he was persuading me to consolidate, and he assured me that the only thing that would happen is that I would be paying for all my domains at one time and that they would be prorated. The amount was ridiculously high and I would never have agreed to it. When they cut off my website and no one could go to same, I had no choice except to agree to pay. It's like holding a gun to my head. This company, or some of its' reps, must be on commission and what this one did was unscrupulous and wrong.
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 the details that has been provided and would like to present the following.Contrary to the complainant’s statement the domain name in question...
is not and has never been registered through GoDaddy. Current Whois records indicate the domain name is currently registered through F[redacted]. Their website can be found at: http://[redacted]/Should the complainant wish to discuss the ownership of the domain name we suggest they contact the current registrant. Registrant contact info can be found through the Whois Database. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kind regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
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 February 2, 2017, our customer purchased a Deluxe Linux hosting plan for a...
one month term through the GoDaddy website. On February 4, 2017, they contacted our customer care center to cancel and receive a refund for this hosting plan. Later that same day, they purchased the same hosting plan for another one month term through the GoDaddy website to make use of promotional pricing for new hosting accounts. Our customer has now requested that we restore the content from their cancelled hosting plan. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy relies on our customers to maintain independent data backups. If our customer has uploaded their own site backups, they are responsible for the proper configuration of these files for their website, as their request is outside of our agreed Statement of Support: https://www.godaddy.com/agreements/showdoc.aspx?pageid=20240GoDaddy’s support teams have provided timely and proper information to our customer regarding our products and services. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer. As previously stated, due to an error, our customer was overpaid by GoDaddy in the amount of $424.00 USD in conjunction with the two domain names sold via GoDaddy Auctions. As part of the Auctions Membership Agreement our customer acknowledged and agreed to, our customers who utilize GoDaddy Auctions to sell domain names authorize GoDaddy to post credits or debits to the Deposit account in question to reverse erroneous payments. GoDaddy has not automatically debited our customer’s Deposit account as a courtesy.Again, to return the excess funds paid to them, our customer may process the $424.00 USD Miscellaneous Charge transaction currently within their shopping cart.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO – GoDaddy
Thank you Mr. [redacted] for your response. In particular, thank you for pointing me to your terms of service. I was frankly surprised by your policy of not allowing customers to cancel auto renewal when contacting customer support and providing all the requested information including a photocopy of ID -- all of which I provided immediately. Despite providing all of the documentation to cancel my account, the GoDaddy customer service representatives refused to immediately cancel my auto renewal. They insisted that it was not in their power to do so and that the GoDaddy domain protection service would have to conduct an independent evaluation of my request to cancel the service. They indicated that could take an indefinite amount of time but usually a few business days of time and that until GoDaddy determined that the domain was ok to cancel, that the auto-renewal would remain in effect. I was able to cancel only by insistent and refusing to hang up the phone until the matter was resolved. The customer service representative, whom I actually think did a fine job with a horrible policy, repeatedly claimed that it was I who was being unprofessional by not hanging up the phone on him once he explained the policy completely to me. Since I would not hang up he eventually found a way to contact the "protected domain" personnel and canceled the account and auto-renewal policy. There are several things wrong with this policy. 1) It is not in your terms of service under the section entitled "(A) GENERAL TERMS, INCLUDING AUTOMATIC RENEWAL TERMS". As a consumer, I expect this section of your service terms to be complete. It is in fact, called "universal terms" so I assume it covers every case. Nowhere in this section does it say that GoDaddy reserves the right to continue auto renewing a policy and automatically charging a credit card after the customer has requested that the service be discontinued. In fact, it implies the opposite -- that you can if you cancel the service you will be credited for the time remaining on your contract.2) Customers should be able to change their form of payment anytime they wish. The policy as explained to me by the support group was that once I had set up auto renew on my credit card there is no way to change it to anything else. I even suggested to them that if they wanted to bill me later if it turned out that the domain protection group reject my request to cancel, they could bill me. Again, this was not an option and should be.3) GoDaddy business practice of aggressively encouraging customers to sign up for auto-renewal and then putting every obstacle in place when customers want to cancel is wrong. Consumers (note to BB) should be able to simply and quickly cancel services at any time. Few if any will go to my lengths to fight this policy.I look forward to hearing how you plan modify the GoDaddy policy on cancelling accounts. Thanks for your time.
The auto renewal amount was more than 5 times the approved amount of the previous amount. I am not asking for the used portion, I am only asking refund of the remaining duration which I believe is a reasonable ask from my end. there are 2 more years left on the contract. I see there are terms in the contract. I am only an individual and not a company with attorneys or legal professional review every aspect of the contract. I have been a customer of GoDaddy for more than six years now and had assumed all renewals are in similar price range. never assumed this was such a high amount. I know I realized I was over charged very late which is why I am not asking for first year but for the reminder of the term
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 September 28, 2017, our customer processed an online transaction to purchase a...
domain via the GoDaddy Auctions website. GoDaddy Auctions® is a venue for domain name buyers and sellers.On October 9, 2017, our Support Team determined the seller of the domain could not complete the transaction and sent an email to our customer informing them the transaction failed to process. Our customer also received a refund for the full amount of the auction purchase.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.When our customer agreed to participate in GoDaddy Auctions, they agreed to our Auctions Membership Agreement. For our customer’s convenience, they may wish to review the agreement here: [redacted]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.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
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. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On June 6, 2016...
our customer contacted GoDaddy’s customer care team via chat interface, stating their website was intermittently unavailable. As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to our customer. After this was resolved, our customer’s website continued to experience resource performance issues which was determined to be caused by their website content over-utilizing the shared hosting server.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.At this time, our customer has not contacted GoDaddy’s customer care teams with any further issues. As a goodwill gesture we have added a one-month renewal to their hosting plan at no cost. Should our customer have any further issues they may contact GoDaddy’s 24/7 customer care teams at 480-505-8877 or via chat support.godaddy.com. We appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. 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,Gary H[redacted]Office of the CEO - GoDaddy
I do not accept the response from godaddy.com to resolve this complaint. I did not cancel my website builder subscription in March 2016. I continued paying them on a monthly basis instead of paying them in full annually (as they did not offered a discount if paid in full) so why are these people lying that I cancelled my subscription? If I want to cancel, I would have called them personally. I am not an it and I have been subscribing to them for a very long time so why are they treating me unfairly? NOT an acceptable or ethical business practice at all.Godaddy.com started as
Thank you for the opportunity to address our customer’s additional concerns. Per the Hosting Agreement accepted by our customer, they are required to maintain their own local website backups. GoDaddy backups are for disaster recovery purposes only. If a customer does not have their own backed up files, and needs to utilize GoDaddy backups, there is a fee involved; recovery is not guaranteed. In the case of the hosting plan in question, no backup was available to our customer. GoDaddy can, and does, migrate content from one hosting plan to another when content is available. This is also a fee based service. As our customer has not contacted our 24/7 customer care teams with regard to any of their current technical support concerns, we recommend they do so.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri 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:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxIn an effort to provide our international customers with multiple payment options, GoDaddy may utilize a local third-party payment processor.On October 8, 2015, the complainant purchased a domain name registration for a one-year term via online transaction through GoDaddy's local payment processor in India. After the purchase, the complainant indicated they had received a second billing charge for the same domain name. GoDaddy automatically submitted a refund via the local payment processor for the second transaction.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Our office has connected with the complainant via email and provided details which the complainant may use to reference the refund transaction with the payment processor. Should the customer need further information, please have them contact our customer care at [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [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.I find it completely unfair that the business can mislead customers and back out of promised customer service, but I do not have the time nor energy to deal with the business at this time. May future customers be warned of the business' very misleading terms and conditions along with unhelpful customer service.
Regards,
[redacted]
Thank you for the opportunity to address the concerns presented by the complainant. We would like to present the following: The complainant 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 January 16, 2016, GoDaddy was instructed to automatically renew the complainant’s hosting account per their account preferences and did so to honor its agreements with the complainant. Account management is a customer responsibility. RESOLUTION: GoDaddy upheld its agreements in good faith with the complainant and honored its terms of service. Per our Refund Policy, the complainant may cancel the hosting account within 45 days of renewal to receive a full refund for the latest renewal transaction. Once canceled, the complainant may contact us directly at [email protected] to request this refund. Additionally, we appreciate the complainant’s feedback regarding email support. After serious consideration, GoDaddy discontinued email support. Due to high demand, GoDaddy instead added live chat as a support option. The complainant may find the following articles helpful: Refund Policy-https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=...⇄Products-https://www.godaddy.com/help/cancel-products-in-your-godaddy-account-74...⇄ you again for the opportunity to address the concerns presented by the complainant. Regards, Mike L[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the complainant's additional concerns.The GoDaddy products the complainant purchased as an authorized representative for the account holder worked as intended and were cancelled outside of our 30 day refund timeframe. Therefore, the products are beyond refund eligibility. Furthermore, we have confirmed that the complainant was made aware of, and agreed to, the refund policy at the time of purchase. Again, if our customer wishes to reactivate these products for the balance of their purchased term we are happy to provide assistance. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,John M[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://www.godaddy.com/legal-agreements.aspx.The domain in question has renewed regularly between October 2008 and October 2014,...
typically for two-year terms. On October 18, 2016, per our customer's account preferences, GoDaddy again automatically renewed the domain for a two-year term in a good faith effort to honor its agreements with our customer. On October 25, 2016, our customer inquired about recent transactions, and was informed of the automatic renewal of the domain in question, plus another automatic domain renewal on October 20, 2016. Our customer requested a refund for both renewals but was informed only the October 20th renewal was eligible.GoDaddy provides its customers full control over renewal settings. Customers may, at any time, log into their account and modify those settings. Prior to expiration, GoDaddy emailed renewal notices informing our customer their expiring item would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.On October 26, 2016, our customer contacted our social media team to request a refund for the domain in question. Our social support team offered to provide an in-store credit for the domain. Our customer never responded to this offer. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. A chargeback was initiated on the domain in question on October 31, 2016. This chargeback withdrew payments made to GoDaddy and the domain was suspended from the account. We are unable to provide goodwill gestures or refunds in a state of financial loss.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[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 our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:• Universal Terms of Service Agreement• Online Store/Quick Shopping Cart Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: [redacted]On September 2, 2015 our customer contacted our Customer Care teams via our Chat interface stating they were experiencing problems logging into their Quick Shopping Cart account to publish their site. Quick Shopping Cart is a product GoDaddy offers that assists customers with constructing an online store. Our customer made no mention of an email problem and was correctly provided instructions to access their Quick Shopping Cart. On both September 8 and 9, 2015 our office was unsuccessful in connecting with our customer using the phone information provided in the complaint to clarify their concerns and provide resolution. Voice messages were left which included our direct contact information and a request to speak at their convenience. On September 10, 2015 our customer contacted our Customer Care teams via our Chat interface stating they were experiencing problems logging into an email account. Our customer had also acknowledged receiving voice messages that our office had left. While our Customer Care team was in the process of troubleshooting the issue presented to them, the customer stated they had successfully logged into their account and ended the Chat support session.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Our office had made multiple attempts to connect with our customer to discuss any concerns they may have and have been unsuccessful. It is our understanding the problem they experienced has since been resolved. If our customer has further concerns regarding this matter, we encourage them to contact our office directly. 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[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• Domain Name Registration Agreement• Domain Name Proxy Agreement• Website Builder Service Agreement• Get Found Service Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn September 17, 2014, the complainant purchased several GoDaddy services, including a domain name registration, each for a one-year term via an online transaction. This was for the period ending September 17, 2015.Our Protected Registration service, which the complainant had opted to add to their domain name registration, is the highest level of protection for a domain name that GoDaddy offers. This premium, add-on service provides private registration and a Certified Domain add-on. The service also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.On September 15, 2015, the complainant submitted a request to cancel Protected Registration associated with their domain and did not include the supporting identification information. On September 17 and 18, 2015 respectively, per the complainant's account preferences, GoDaddy was instructed to automatically renew the domain name and services in question and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the expiration date on:• August 18, 2015 at 10:01 AM MST• September 7, 2015 at 7:28 AM MST• September 7, 2015 at 10:16 AM MSTThese notices informed the complainant 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 has upheld its agreements in good faith with the complainant and honored its terms of service.On September 18, 2015 the complainant contacted our Billing Team and was provided a full refund for the services that automatically renewed on September 17, 2015 in the amount of $136.75. The complainant has been advised of what information is required to cancel the Protected Registration Service; it is their responsibility to submit this documentation. Once the proper documentation has been received and verified by the appropriate team within our organization, the service may then be canceled. EDUCATION:The complainant may find the following articles from GoDaddy’s Help Center useful for their future reference.What is Protected Registration? –https://support.godaddy.com/help/article/1286/what-is-protected-registrationC...⇄ Protected Registration –https://support.godaddy.com/help/article/1292/canceling-protected-registratio...⇄ Policy –https://support.godaddy.com/help/article/8849/refund-policyThank 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[redacted]Scottsdale, AZ 85260
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. Based on the information presented, GoDaddy has not entered into terms with the...
complainant. In review of the complainant’s correspondence with our Domain Services team (and by the complainants own admission) this GoDaddy account was created by a past employee whom they are unable to identify. Furthermore while the complaint is not the account holder they are listed as the registrant of the Domain Name in question. RESOLUTION: The complainant has provided documentation to begin to establish a claim to the registration of the Domain Name in question. EDUCATION: We recommend that the complainant ensure they are taking full responsibility for all domains in the future that their subordinates manage on their behalf. 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[redacted] Phone [redacted] Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreement upon conducting business with...
GoDaddy:* GoDaddy Universal Terms of Service AgreementThe latest version of all GoDaddy agreements can be found at: https://www.godaddy.com/legalagreements.aspxOn July 6, 2015 our customer contacted our Customer Service team via online Chat to request that their accounts be cancelled. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Our office has attempted to connect with our customer via the phone information provided to us and have been unsuccessful; it appears the number may not be in service.GoDaddy takes our customer's privacy very seriously and only keeps information as necessary in order to comply with our legal obligations, resolve disputes, or enforce our agreements. This practice is outlined in our Privacy Policy located at https://www.godaddy.com/Agreements/Privacy.aspx.As our customer had canceled all products and removed all payment method information from the accounts in question, we have placed the specified accounts in a deactivated status. We have also removed our customer's email address from all company mailing lists as of today's date. They may continue to receive marketing emails from us for up to two weeks, based on mailings that were placed into queue prior to our receipt of their request. Should our customer have a need to utilize Go Daddy's services in the future, they may create a new account with us at any time.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted]Office of the CEO
Thank you for the opportunity to address our customer’s additional concerns. Our SEO Services team made twenty-three attempts via phone and email to reach our customer with limited success. Each time our team reached our customer via phone, our customer indicated they were unavailable to discuss their project. While the SEO Services plan did automatically renew on October 23, 2016, our customer did not contact our team until November 9, 2016 to voice their displeasure with the project. Given the lack of interaction between our team and our customer, the SEO Service plan was canceled. As clearly stated in our publicly located refund policy, SEO Services is non-refundable if the plan is canceled more than 48 hours after renewal. Despite the lack of customer involvement, our team was able to complete all contracted work and saw positive movement with regard to traffic to our customer’s website. For convenience, our customer may view our refund policy here: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
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.
The GoDaddy rep failed to tell me about the unrealistic charges. When I challenged the charge they claimed that an e-mail was sent to me regarding the charges and that I would have five (5) days to cancel. I did not receive acknowledgment and would have definitely cancelled. I clearly asked the rep at the time he was persuading me to consolidate, and he assured me that the only thing that would happen is that I would be paying for all my domains at one time and that they would be prorated. The amount was ridiculously high and I would never have agreed to it. When they cut off my website and no one could go to same, I had no choice except to agree to pay. It's like holding a gun to my head. This company, or some of its' reps, must be on commission and what this one did was unscrupulous and wrong.
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 the details that has been provided and would like to present the following.Contrary to the complainant’s statement the domain name in question...
is not and has never been registered through GoDaddy. Current Whois records indicate the domain name is currently registered through F[redacted]. Their website can be found at: http://[redacted]/Should the complainant wish to discuss the ownership of the domain name we suggest they contact the current registrant. Registrant contact info can be found through the Whois Database. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kind regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
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 February 2, 2017, our customer purchased a Deluxe Linux hosting plan for a...
one month term through the GoDaddy website. On February 4, 2017, they contacted our customer care center to cancel and receive a refund for this hosting plan. Later that same day, they purchased the same hosting plan for another one month term through the GoDaddy website to make use of promotional pricing for new hosting accounts. Our customer has now requested that we restore the content from their cancelled hosting plan. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy relies on our customers to maintain independent data backups. If our customer has uploaded their own site backups, they are responsible for the proper configuration of these files for their website, as their request is outside of our agreed Statement of Support: https://www.godaddy.com/agreements/showdoc.aspx?pageid=20240GoDaddy’s support teams have provided timely and proper information to our customer regarding our products and services. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer. As previously stated, due to an error, our customer was overpaid by GoDaddy in the amount of $424.00 USD in conjunction with the two domain names sold via GoDaddy Auctions. As part of the Auctions Membership Agreement our customer acknowledged and agreed to, our customers who utilize GoDaddy Auctions to sell domain names authorize GoDaddy to post credits or debits to the Deposit account in question to reverse erroneous payments. GoDaddy has not automatically debited our customer’s Deposit account as a courtesy.Again, to return the excess funds paid to them, our customer may process the $424.00 USD Miscellaneous Charge transaction currently within their shopping cart.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO – GoDaddy
Thank you Mr. [redacted] for your response. In particular, thank you for pointing me to your terms of service. I was frankly surprised by your policy of not allowing customers to cancel auto renewal when contacting customer support and providing all the requested information including a photocopy of ID -- all of which I provided immediately. Despite providing all of the documentation to cancel my account, the GoDaddy customer service representatives refused to immediately cancel my auto renewal. They insisted that it was not in their power to do so and that the GoDaddy domain protection service would have to conduct an independent evaluation of my request to cancel the service. They indicated that could take an indefinite amount of time but usually a few business days of time and that until GoDaddy determined that the domain was ok to cancel, that the auto-renewal would remain in effect. I was able to cancel only by insistent and refusing to hang up the phone until the matter was resolved. The customer service representative, whom I actually think did a fine job with a horrible policy, repeatedly claimed that it was I who was being unprofessional by not hanging up the phone on him once he explained the policy completely to me. Since I would not hang up he eventually found a way to contact the "protected domain" personnel and canceled the account and auto-renewal policy. There are several things wrong with this policy. 1) It is not in your terms of service under the section entitled "(A) GENERAL TERMS, INCLUDING AUTOMATIC RENEWAL TERMS". As a consumer, I expect this section of your service terms to be complete. It is in fact, called "universal terms" so I assume it covers every case. Nowhere in this section does it say that GoDaddy reserves the right to continue auto renewing a policy and automatically charging a credit card after the customer has requested that the service be discontinued. In fact, it implies the opposite -- that you can if you cancel the service you will be credited for the time remaining on your contract.2) Customers should be able to change their form of payment anytime they wish. The policy as explained to me by the support group was that once I had set up auto renew on my credit card there is no way to change it to anything else. I even suggested to them that if they wanted to bill me later if it turned out that the domain protection group reject my request to cancel, they could bill me. Again, this was not an option and should be.3) GoDaddy business practice of aggressively encouraging customers to sign up for auto-renewal and then putting every obstacle in place when customers want to cancel is wrong. Consumers (note to BB) should be able to simply and quickly cancel services at any time. Few if any will go to my lengths to fight this policy.I look forward to hearing how you plan modify the GoDaddy policy on cancelling accounts. Thanks for your time.
The auto renewal amount was more than 5 times the approved amount of the previous amount. I am not asking for the used portion, I am only asking refund of the remaining duration which I believe is a reasonable ask from my end. there are 2 more years left on the contract. I see there are terms in the contract. I am only an individual and not a company with attorneys or legal professional review every aspect of the contract. I have been a customer of GoDaddy for more than six years now and had assumed all renewals are in similar price range. never assumed this was such a high amount. I know I realized I was over charged very late which is why I am not asking for first year but for the reminder of the term
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 September 28, 2017, our customer processed an online transaction to purchase a...
domain via the GoDaddy Auctions website. GoDaddy Auctions® is a venue for domain name buyers and sellers.On October 9, 2017, our Support Team determined the seller of the domain could not complete the transaction and sent an email to our customer informing them the transaction failed to process. Our customer also received a refund for the full amount of the auction purchase.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.When our customer agreed to participate in GoDaddy Auctions, they agreed to our Auctions Membership Agreement. For our customer’s convenience, they may wish to review the agreement here: [redacted]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.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
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. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On June 6, 2016...
our customer contacted GoDaddy’s customer care team via chat interface, stating their website was intermittently unavailable. As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to our customer. After this was resolved, our customer’s website continued to experience resource performance issues which was determined to be caused by their website content over-utilizing the shared hosting server.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.At this time, our customer has not contacted GoDaddy’s customer care teams with any further issues. As a goodwill gesture we have added a one-month renewal to their hosting plan at no cost. Should our customer have any further issues they may contact GoDaddy’s 24/7 customer care teams at 480-505-8877 or via chat support.godaddy.com. We appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. 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,Gary H[redacted]Office of the CEO - GoDaddy
I do not accept the response from godaddy.com to resolve this complaint. I did not cancel my website builder subscription in March 2016. I continued paying them on a monthly basis instead of paying them in full annually (as they did not offered a discount if paid in full) so why are these people lying that I cancelled my subscription? If I want to cancel, I would have called them personally. I am not an i
t and I have been subscribing to them for a very long time so why are they treating me unfairly? NOT an acceptable or ethical business practice at all.Godaddy.com started as
Thank you for the opportunity to address our customer’s additional concerns. Per the Hosting Agreement accepted by our customer, they are required to maintain their own local website backups. GoDaddy backups are for disaster recovery purposes only. If a customer does not have their own backed up files, and needs to utilize GoDaddy backups, there is a fee involved; recovery is not guaranteed. In the case of the hosting plan in question, no backup was available to our customer. GoDaddy can, and does, migrate content from one hosting plan to another when content is available. This is also a fee based service. As our customer has not contacted our 24/7 customer care teams with regard to any of their current technical support concerns, we recommend they do so.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri 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:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxIn an effort to provide our international customers with multiple payment options, GoDaddy may utilize a local third-party payment processor.On October 8, 2015, the complainant purchased a domain name registration for a one-year term via online transaction through GoDaddy's local payment processor in India. After the purchase, the complainant indicated they had received a second billing charge for the same domain name. GoDaddy automatically submitted a refund via the local payment processor for the second transaction.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Our office has connected with the complainant via email and provided details which the complainant may use to reference the refund transaction with the payment processor. Should the customer need further information, please have them contact our customer care at [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [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.I find it completely unfair that the business can mislead customers and back out of promised customer service, but I do not have the time nor energy to deal with the business at this time. May future customers be warned of the business' very misleading terms and conditions along with unhelpful customer service.
Regards,
[redacted]
Thank you for the opportunity to address the concerns presented by the complainant. We would like to present the following: The complainant 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 January 16, 2016, GoDaddy was instructed to automatically renew the complainant’s hosting account per their account preferences and did so to honor its agreements with the complainant. Account management is a customer responsibility. RESOLUTION: GoDaddy upheld its agreements in good faith with the complainant and honored its terms of service. Per our Refund Policy, the complainant may cancel the hosting account within 45 days of renewal to receive a full refund for the latest renewal transaction. Once canceled, the complainant may contact us directly at [email protected] to request this refund. Additionally, we appreciate the complainant’s feedback regarding email support. After serious consideration, GoDaddy discontinued email support. Due to high demand, GoDaddy instead added live chat as a support option. The complainant may find the following articles helpful: Refund Policy-https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=...⇄ Products-https://www.godaddy.com/help/cancel-products-in-your-godaddy-account-74...⇄ you again for the opportunity to address the concerns presented by the complainant. Regards, Mike L[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the complainant's additional concerns.The GoDaddy products the complainant purchased as an authorized representative for the account holder worked as intended and were cancelled outside of our 30 day refund timeframe. Therefore, the products are beyond refund eligibility. Furthermore, we have confirmed that the complainant was made aware of, and agreed to, the refund policy at the time of purchase. Again, if our customer wishes to reactivate these products for the balance of their purchased term we are happy to provide assistance. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,John M[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://www.godaddy.com/legal-agreements.aspx.The domain in question has renewed regularly between October 2008 and October 2014,...
typically for two-year terms. On October 18, 2016, per our customer's account preferences, GoDaddy again automatically renewed the domain for a two-year term in a good faith effort to honor its agreements with our customer. On October 25, 2016, our customer inquired about recent transactions, and was informed of the automatic renewal of the domain in question, plus another automatic domain renewal on October 20, 2016. Our customer requested a refund for both renewals but was informed only the October 20th renewal was eligible.GoDaddy provides its customers full control over renewal settings. Customers may, at any time, log into their account and modify those settings. Prior to expiration, GoDaddy emailed renewal notices informing our customer their expiring item would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.On October 26, 2016, our customer contacted our social media team to request a refund for the domain in question. Our social support team offered to provide an in-store credit for the domain. Our customer never responded to this offer. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. A chargeback was initiated on the domain in question on October 31, 2016. This chargeback withdrew payments made to GoDaddy and the domain was suspended from the account. We are unable to provide goodwill gestures or refunds in a state of financial loss.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[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 our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:• Universal Terms of Service Agreement• Online Store/Quick Shopping Cart Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: [redacted]On September 2, 2015 our customer contacted our Customer Care teams via our Chat interface stating they were experiencing problems logging into their Quick Shopping Cart account to publish their site. Quick Shopping Cart is a product GoDaddy offers that assists customers with constructing an online store. Our customer made no mention of an email problem and was correctly provided instructions to access their Quick Shopping Cart. On both September 8 and 9, 2015 our office was unsuccessful in connecting with our customer using the phone information provided in the complaint to clarify their concerns and provide resolution. Voice messages were left which included our direct contact information and a request to speak at their convenience. On September 10, 2015 our customer contacted our Customer Care teams via our Chat interface stating they were experiencing problems logging into an email account. Our customer had also acknowledged receiving voice messages that our office had left. While our Customer Care team was in the process of troubleshooting the issue presented to them, the customer stated they had successfully logged into their account and ended the Chat support session.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Our office had made multiple attempts to connect with our customer to discuss any concerns they may have and have been unsuccessful. It is our understanding the problem they experienced has since been resolved. If our customer has further concerns regarding this matter, we encourage them to contact our office directly. 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[redacted]