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: [redacted] On...
April 26, 2016, our customer purchased an Online Bookkeeping plan for a five-year term via Chat with a support representatives. Our customer indicated they were familiar with the software as they had used this product previously. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy Online Bookkeeping is, in fact, designed to be used by small businesses of all types. Our customer indicated they had a working knowledge of the product and did not reach out with any questions or concerns. Our Supports teams were not contacted until July 10, 2016, at which time the Online Bookkeeping plan was outside of GoDaddy's refund policy. GoDaddy’s refund policy is publically located at the link below:[redacted]As a good faith gesture, we are willing to provide a partial refund in the amount of $345.31 USD, equivalent to 4 years of service. If this is acceptable to our customer they may reach out to us at [email protected] to obtain this refund. Thank you again for the opportunity to address the 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 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• Domain Name Registration Agreement• Workspace Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn November 7, 2013 our customer purchased a Website Builder Business plan for a one-year term. Our customer also received a domain name registration for a one-year term at no cost with the purchase of the Website Builder plan. GoDaddy’s Website Builder is a proprietary, do-it-yourself, template based product to construct a website. Website Builder provides free email addresses that may be used with the hosted domain name. Customers are provided 1G (1000 MB) of space to split between any of those email addresses they may create. On November 12, 2013 and September 10, 2014; respectively, our customer purchased an additional 3G (3000 MB) of add-on storage space to use with their email accounts. Our customer had successfully renewed their services upon expiration in a timely manner until November 7, 2015. On that date; per our customer’s account preferences, GoDaddy was instructed to automatically renew their services and attempted to do so in a good faith effort to honor its agreements with our customer. However, our customer’s financial institution declined payment. On November 16, 2015 our customer contacted our customer support teams for product renewal assistance. Our customer renewed their Website Builder plan and domain name registration, each for an additional one-year term. This is for the period ending November 7, 2016. The additional email storage space to use with their free email accounts was inadvertently missed during the renewal process. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Our office has connected directly with our customer by phone. As a gesture of goodwill, we have provided our customer with 3G (3000 MB) of additional space at no cost to use with the free email addresses they received with their Website Builder plan. This is for the period ending November 7, 2016. Our customer will be responsible for any future product renewals. 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 and bring clarity to the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - [email protected][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 https://www.godaddy.com/legal-agreements.aspx.On May 24, 2017, our customer purchased Enterprise Business Hosting for one month, as...
well as a website migration service during an interaction with GoDaddy’s Customer Care. Customers must provide certain information in order for GoDaddy to migrate their website content. Our customer was unable to provide this information and canceled the Enterprise Business Hosting and migration service on May 25, 2017. GoDaddy refunded this transaction in full.On May 30, 2017, our customer purchased Enterprise Business Hosting for one month with assistance from GoDaddy’s Customer Care.On June 6, 2017, our customer contacted GoDaddy to request a refund of the Enterprise Business Hosting they had purchased on May 30, 2017. Their request was denied in accordance with our Refund Policy. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The service purchased by our customer is not defective. Our support staff confirmed the plan they wanted to purchase would have sufficient storage for their site. However, the resources needed to optimally process our customer’s website content exceeded what is included with the plan they had purchased. GoDaddy was not provided application resource requirements prior to our customer’s purchase.Products setup on a monthly term are only eligible for a refund if canceled within 48 hours of purchase. Our customer’s refund request occurred outside this window. As such, GoDaddy will be unable to issue a refund.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
Beyond the fact I was immediately locked out of my GoDaddy customer account when I canceled although I had NO failed login attempts (and thus can not access the store credit), I don't WANT store credit. To use store credit, I'd have to be willing to entrust the company with my domain name registrations, hosting or other services. I am not.I didn't pay in STORE CREDIT. I paid in CASH. A refund in CASH for the unused time is the only solution I find acceptable.
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On June 2, 2015, our customer purchased a domain name registration with private...
registration services, for a 2-year term via online transaction. On June 4, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the domain and associated privacy services and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date on May 4, 2017 and May 29, 2017. These notices informed our customer their expiring services would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility.GoDaddy also participates in card updater services supported by our customer’s credit card issuer, which may automatically update expired payment methods on a customer’s behalf. These practices are discussed in our Universal Terms of Service Agreement.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer contacted our billing team on June 13, 2017 and canceled their services. A refund for the private registration portion of the latest renewal was provided in accordance with GoDaddy’s Refund Policy, available at https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ Our customer was properly advised the domain registration was beyond refund eligibility. 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 appreciate the swift response from Mr. L[redacted] on the GoDaddy team; however, my concern is unresolved.I believe I provided a fair and rational explanation for why my expectations were unmet. I was unaware of this incompatibility in their systems' architecture. I was aware of incompatible WordPress plugins, but GoDaddy failed to provide a statement or notice advising that the use of third-party SSL would be unsupported.Mr. L[redacted] stated, "All of GoDaddy’s hosting products offer HTTPS/SSL connectivity ability." Later in his formal response, he affirmed that "Managed WordPress Hosting isn't one of them." I don't know how to interpret that explanation other that that it appears deceptive to the average consumer who wishes to have a secure website hosted by GoDaddy. Nowhere in the GoDaddy legal agreements, advertising, or account creation process does it indicate that third-party SSL is incompatible with Managed WordPress Hosting. Just as GoDaddy doesn't prohibit a person from using a third-party domain registrar with GoDaddy Managed WordPress (or any of their web hosting services), it's reasonable for a consumer to expect that they can use SSL/CDN services without an issue. The use of a CDN or third-party SSL isn't a problem for other web hosting environments but appears to be exclusive to GoDaddy. See the attached screenshots to observe that this known incompatibility is not disclosed prior to taking payment from consumers. Their FAQs on the page do not state this, either, and has been attached in text form. I believe I have made a compelling case for why a partial refund is an appropriate resolution since the customer is unable to use the services provided by GoDaddy for unused, incompatible services between July 2, 2017, and April 19, 2018.
Thank you for the opportunity to address the complainant’s concerns.We are unable to locate an account with the information provided by the complainant. Without being able to identify a customer account, we are unable to fully understand the issues at hand or properly investigate the matter to...
provide clarity or possible resolution. If the complainant can provide us with account specific details by emailing [email protected], we will gladly investigate their concerns further.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Mike L[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.On February 5, 2017 our customer renewed their GoCentral Online Store for a one year...
term via an online transaction. On April 3, 2017 a chargeback was initiated on the transaction in question. This chargeback withdrew payments made to GoDaddy and the product was deactivated from the account (as a result). If our customer did not initiate this chargeback, they should consult their financial institution for help (assistance). If our customer reverses the chargeback with their financial institution, our customer may contact us to reactivate their products. RESOLUTION:GoDaddy upheld is agreements with our customer in good faith and honored its terms of service.To reactivate this product, funds totaling $37.77 must be paid in full, plus a $50 USD administrative fee.If our customer reverses the chargeback with their financial institution, they may contact us to reactivate their products.Chargeback fees are not waived by GoDaddy unless reversed by the customer’s financial institution as GoDaddy incurs costs to handle chargebacks, including staff and transactional costs. 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 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 August 25, 2015, during an online transaction our customer purchased 4 domain...
registrations with Protected Registration, each for a one year term. Protected Registration is the highest level of domain protection that GoDaddy offers. This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain. Domains with this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by the domain's registrant submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Team.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The Protected Registration service functioned as advertised. Our customer submitted requests to cancel the Protected Registration service for 3 of the domains on July 28, 2016, and those services were canceled. At this time, the 4 domains, one of which that includes Protected Registration, remain active. If our customer requires assistance to cancel their remaining products they can contact our Customer Care Center at 480-505-8877. Thank you again for the opportunity to address the concerns presented by our customer.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.Our customer had been utilizing GoDaddy’s Workspace Email until July 23, 2017, at...
which time they contacted GoDaddy’s Customer Care Center believing their email had been compromised; they had exceeded the 250 allotted email relays per account per day. Our customer was advised they could update their email password within their account to prevent further compromise. Our customer called back later the same day, and purchased five Office 365 email plans with assistance from GoDaddy’s Customer Care. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a goodwill gesture, we have refunded the purchase of the five Office 365 accounts to our customer, totaling $26.23.If our customer wishes to utilize the Office 365 plans, they will need to update the DNS information for their domain(s) to utilize these plans:https://www.godaddy.com/help/use-my-domain-with-a-new-office-365-account-1...⇄ if our customer sets their email boxes back up in the Workspace email plan within 14 days of deletion, they should automatically restore the data within.We would also advise our customer of utilizing best practices on their email and customer accounts, such as using strong passwords and scanning their PC for malware or keyloggers to attempt to prevent future compromises.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 concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.Our customer spoke with a customer service representative on November 30, 2016...
with regard to our Professional Web Service plans however, the plan was not purchased until February 8, 2017. Our Professional Web Services team connected with our customer and started working with them to build the website on February 10, 2017. Between February 10, 2017 and July 19, 2017 our Professional Web Services team worked diligently to provide the website our customer requested. Our customer approved the website and it was published on July 20, 2017.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On July 24, 2017, a member of our Professional Web Services team reached out to our customer to discuss their concerns pertaining to the email functionality of the plug-in being used for their calendar. It was determined the issues were not related to GoDaddy, but the third party email clients being utilized. Our customer acknowledged the issue with the email and agreed to address it on their own. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Refund policy impossible to meet:April & May After several phone calls with Dave W[redacted] explaining what we wanted he showed me an example of what our website and our online store would look like. What he showed us was great. May 23rd I emailed him to call me so we could move forward.May 24th Dave called and I purchased as a package everything that he suggested we needed to make our website work. $5876.08June 3rd My assistant spent 4 hours on the phone with the design team, explaining again what we wanted.June 13 she spent another 2 hours on the phone to explain AGAIN what we wanted Jun 28 I got an email saying our website was ready for initial review, already past their 30 day cancelation policy.June 29th we requested changes to be made that were not completed. Go Daddy wanted to roll out website anyway. Jul 6 I got an email stating the changes that were to be made it would take 5 days.Jul 18 I emailed them asking to review the changesJul 20 I called so we could review the revisions, they could not find our account, they finally located our account but nothing had been changed, they wanted another $180.00 to fix what they were suppose to have already revised.Jul 20 I had enough, I decided to cancel everything, they said they would only refund a portion of the total cost because they had x amount of hours invested in the design already. I had several phone calls in trying to reach a solution with no success. Aug 15 I called to see where my refunds where at, I was told it would take 2-3 days for them to show up. It was going on four weeks.Aug 15 -16 I started seeing Refunds Aug 19 I got an email stating they canceled the Online Essentials but did not issue a refund ($1258.20)
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by our customer, who acknowledged and agreed to the following agreements upon conducting business with GoDaddy: • Universal Terms of Service Agreement• Domain Name Registration...
Agreement These agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On November 28, 2006, our customer registered the domain name in question for a five-year term via online transaction. They manually renewed the domain until its expiration on November 28, 2015. On November 29, 2015; per our customer's account preferences, GoDaddy was instructed to automatically renew the domain name in question for a 5-year term (period equivalent to the length of the original domain name registration) and did so in a good faith effort to honor its agreements with our customer. GoDaddy sent notices prior to expiration on October 29, 2015 and November 23, 2015. The notices informed our customer the domain would renew in accordance with their account settings unless action was taken. Customers are provided full control over their renewal settings; account management is a customer responsibility. RESOLUTION: GoDaddy upheld its agreements in good faith with our customer and honored its terms of service. As GoDaddy is unable to receive a refund from the registry for the domain’s renewal, we are unable to refund our customer. We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Our customer may find the following GoDaddy Help articles useful: Refund Policy- https://support.godaddy.com/help/article/8849/refund-policy Managing Renewals for Products and Services- https://www.godaddy.com/help/managing-renewals-for-products-and-services-725 Thank you again for the opportunity to address and bring clarity to the concerns presented. Kindest regards, Mandy O’C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer’s correspondence and would like to present the following.Upon purchase of services, our customer acknowledged and accepted the following agreements:• Universal Terms of Service...
Agreement• Hosting AgreementCopies of the latest version of these agreements may be found at:[redacted]On February 10, 2014, our customer purchased a Value-level Virtual Private Server (VPS) with 60 GB of storage space for a two-year term via an online transaction.On October 29, 2014, our customer upgraded their VPS to a Deluxe plan with 90 GB of storage space via an online transaction. On November 1, 2014, our customer again upgraded their VPS to our Premium plan with 120 GB of storage space via an online transaction. On November 1, 2014, following their latest upgrade, our customer contacted our 24/7 Customer Support teams for assistance with their storage space. It was determined the problem our customer experienced was not related to total storage space but the amount of disk space they or their server administrator allocated to the management of their MySQL databases. Unmanaged servers are sold with the understanding that the client is knowledgeable and able to administer their own server. The client is responsible for performing any configurations, software installations, disk space allocations (e.g. to email accounts, databases, websites, etc.), upgrades necessary on the server, and troubleshooting any issues therein.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. Our customer performed their server upgrades online and without the assistance of GoDaddy’s support staff. However, as a gesture of good will, GoDaddy has refunded the amount of their November 1, 2014 upgrade ($306 value) as in-store credit.Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards,[redacted]Office of the CEO – GoDaddy
Thank you for the opportunity to address the complainant’s additional concerns.We appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the additional concerns presented by the complainant.Kindest regards,Stephen J[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 [redacted] RESOLUTION: GoDaddy upheld its agreements with our customer in good...
faith and honored its terms of service. We were able to connect directly with our customer to address their concerns and provide an exception to our Refund Policy for this service. We consider this matter resolved. Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, Melanie Van K[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.Between February 6, and February 14, 2007 our customer purchased several...
services via online transaction. These products have renewed regularly since that time. Between February 6, 2017 and February 16, 2017; per our customer's account preferences, GoDaddy was instructed to automatically our customer’s services and did so in a good faith effort to honor its agreements with our customer.Prior to the products’ expiration and subsequent renewals, GoDaddy proactively sent multiple notices to inform our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility. As discussed in GoDaddy's Universal Terms of Service Agreement, automatic renewal will renew the applicable service upon expiration for a term equal to the most recent service period.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On March 8, 2017, GoDaddy was notified our customer had disputed the renewal transactions with their financial institution in the form of a chargeback. This chargeback removed the funds from GoDaddy, and the services were removed from our customer's account per our terms of service. We are unable to provide any refunds or goodwill gestures in a state of financial loss.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary 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://www.godaddy.com/legal-agreements.aspx.Our customer has two domain names currently in redemption. On each domain’s renewal date, per our customer’s account preferences, GoDaddy attempted to automatically renew the domains in question in a good faith effort to honor its agreements with our customer, however, our customer's financial institution declined payments. GoDaddy proactively sent multiple notices pre- and post-expiration to our customer.A domain's expiration date is not arbitrarily set by GoDaddy. Our customer chose the initial registration date and term. At the time of purchase, our customer had many options available, such as recording the expiration date in their ledger or calendar. While GoDaddy sent expiration notices to our customer via email before and after expiration, GoDaddy has no control over what happens to the email after it leaves our system or how our customer's ISP or email client chooses to handle the email once received. Account management and renewal of domains is solely a customer responsibility, one our customer agreed to when registering domains through GoDaddy. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time exception, GoDaddy is willing to fully waive the $80 redemption fee on each domain, provided our customer renews the domains prior to January 31, 2017. GoDaddy would be unable to fully waive recovery fees in the future.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. GoDaddy has had the server in question reviewed again and as mentioned in our original response, it is working as it was designed to. From our review, it appears our customer is using a CDN (Content Delivery Network) with their site. They may wish to review this service to determine if it is a contributing factor in the performance they have been experiencing. Our customer may also want to consider enabling memcache and memcached in their PHP settings, as doing so could improve their site’s performance.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Stephen J[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.Our customer enabled Two-Factor Authentication on their GoDaddy account, which...
provides an additional layer of security. Two-Factor Authentication requires an account holder to provide a numeric code received via text message along with their normal validation information to access the account. Two-Factor Authentication is a security feature that GoDaddy offers our customers to prevent account and domain hijacking.On January 11, 2017, our customer contacted GoDaddy as they were unable to disable Two-Factor Authentication, because they could not receive the code sent via text message. In the event customers are not able to receive the verification code, we require proof of identification in order to disable the service on their behalf. Our customer was provided instructions to have this service removed by GoDaddy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was unable to provide the necessary documentation to have Two-factor Authentication removed on their behalf.However, our customer was able to regain access to the phone number used to enable Two-Factor Authentication and has since successfully removed the service from their GoDaddy account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[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: [redacted] On...
April 26, 2016, our customer purchased an Online Bookkeeping plan for a five-year term via Chat with a support representatives. Our customer indicated they were familiar with the software as they had used this product previously. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy Online Bookkeeping is, in fact, designed to be used by small businesses of all types. Our customer indicated they had a working knowledge of the product and did not reach out with any questions or concerns. Our Supports teams were not contacted until July 10, 2016, at which time the Online Bookkeeping plan was outside of GoDaddy's refund policy. GoDaddy’s refund policy is publically located at the link below:[redacted]As a good faith gesture, we are willing to provide a partial refund in the amount of $345.31 USD, equivalent to 4 years of service. If this is acceptable to our customer they may reach out to us at [email protected] to obtain this refund. Thank you again for the opportunity to address the 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 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• Domain Name Registration Agreement• Workspace Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn November 7, 2013 our customer purchased a Website Builder Business plan for a one-year term. Our customer also received a domain name registration for a one-year term at no cost with the purchase of the Website Builder plan. GoDaddy’s Website Builder is a proprietary, do-it-yourself, template based product to construct a website. Website Builder provides free email addresses that may be used with the hosted domain name. Customers are provided 1G (1000 MB) of space to split between any of those email addresses they may create. On November 12, 2013 and September 10, 2014; respectively, our customer purchased an additional 3G (3000 MB) of add-on storage space to use with their email accounts. Our customer had successfully renewed their services upon expiration in a timely manner until November 7, 2015. On that date; per our customer’s account preferences, GoDaddy was instructed to automatically renew their services and attempted to do so in a good faith effort to honor its agreements with our customer. However, our customer’s financial institution declined payment. On November 16, 2015 our customer contacted our customer support teams for product renewal assistance. Our customer renewed their Website Builder plan and domain name registration, each for an additional one-year term. This is for the period ending November 7, 2016. The additional email storage space to use with their free email accounts was inadvertently missed during the renewal process. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Our office has connected directly with our customer by phone. As a gesture of goodwill, we have provided our customer with 3G (3000 MB) of additional space at no cost to use with the free email addresses they received with their Website Builder plan. This is for the period ending November 7, 2016. Our customer will be responsible for any future product renewals. 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 and bring clarity to the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - [email protected][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 https://www.godaddy.com/legal-agreements.aspx.On May 24, 2017, our customer purchased Enterprise Business Hosting for one month, as...
well as a website migration service during an interaction with GoDaddy’s Customer Care. Customers must provide certain information in order for GoDaddy to migrate their website content. Our customer was unable to provide this information and canceled the Enterprise Business Hosting and migration service on May 25, 2017. GoDaddy refunded this transaction in full.On May 30, 2017, our customer purchased Enterprise Business Hosting for one month with assistance from GoDaddy’s Customer Care.On June 6, 2017, our customer contacted GoDaddy to request a refund of the Enterprise Business Hosting they had purchased on May 30, 2017. Their request was denied in accordance with our Refund Policy. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The service purchased by our customer is not defective. Our support staff confirmed the plan they wanted to purchase would have sufficient storage for their site. However, the resources needed to optimally process our customer’s website content exceeded what is included with the plan they had purchased. GoDaddy was not provided application resource requirements prior to our customer’s purchase.Products setup on a monthly term are only eligible for a refund if canceled within 48 hours of purchase. Our customer’s refund request occurred outside this window. As such, GoDaddy will be unable to issue a refund.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
Beyond the fact I was immediately locked out of my GoDaddy customer account when I canceled although I had NO failed login attempts (and thus can not access the store credit), I don't WANT store credit. To use store credit, I'd have to be willing to entrust the company with my domain name registrations, hosting or other services. I am not.I didn't pay in STORE CREDIT. I paid in CASH. A refund in CASH for the unused time is the only solution I find acceptable.
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On June 2, 2015, our customer purchased a domain name registration with private...
registration services, for a 2-year term via online transaction. On June 4, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the domain and associated privacy services and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date on May 4, 2017 and May 29, 2017. These notices informed our customer their expiring services would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility.GoDaddy also participates in card updater services supported by our customer’s credit card issuer, which may automatically update expired payment methods on a customer’s behalf. These practices are discussed in our Universal Terms of Service Agreement.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer contacted our billing team on June 13, 2017 and canceled their services. A refund for the private registration portion of the latest renewal was provided in accordance with GoDaddy’s Refund Policy, available at https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ Our customer was properly advised the domain registration was beyond refund eligibility. 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 appreciate the swift response from Mr. L[redacted] on the GoDaddy team; however, my concern is unresolved.I believe I provided a fair and rational explanation for why my expectations were unmet. I was unaware of this incompatibility in their systems' architecture. I was aware of incompatible WordPress plugins, but GoDaddy failed to provide a statement or notice advising that the use of third-party SSL would be unsupported.Mr. L[redacted] stated, "All of GoDaddy’s hosting products offer HTTPS/SSL connectivity ability." Later in his formal response, he affirmed that "Managed WordPress Hosting isn't one of them." I don't know how to interpret that explanation other that that it appears deceptive to the average consumer who wishes to have a secure website hosted by GoDaddy. Nowhere in the GoDaddy legal agreements, advertising, or account creation process does it indicate that third-party SSL is incompatible with Managed WordPress Hosting. Just as GoDaddy doesn't prohibit a person from using a third-party domain registrar with GoDaddy Managed WordPress (or any of their web hosting services), it's reasonable for a consumer to expect that they can use SSL/CDN services without an issue. The use of a CDN or third-party SSL isn't a problem for other web hosting environments but appears to be exclusive to GoDaddy. See the attached screenshots to observe that this known incompatibility is not disclosed prior to taking payment from consumers. Their FAQs on the page do not state this, either, and has been attached in text form. I believe I have made a compelling case for why a partial refund is an appropriate resolution since the customer is unable to use the services provided by GoDaddy for unused, incompatible services between July 2, 2017, and April 19, 2018.
Thank you for the opportunity to address the complainant’s concerns.We are unable to locate an account with the information provided by the complainant. Without being able to identify a customer account, we are unable to fully understand the issues at hand or properly investigate the matter to...
provide clarity or possible resolution. If the complainant can provide us with account specific details by emailing [email protected], we will gladly investigate their concerns further.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Mike L[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.On February 5, 2017 our customer renewed their GoCentral Online Store for a one year...
term via an online transaction. On April 3, 2017 a chargeback was initiated on the transaction in question. This chargeback withdrew payments made to GoDaddy and the product was deactivated from the account (as a result). If our customer did not initiate this chargeback, they should consult their financial institution for help (assistance). If our customer reverses the chargeback with their financial institution, our customer may contact us to reactivate their products. RESOLUTION:GoDaddy upheld is agreements with our customer in good faith and honored its terms of service.To reactivate this product, funds totaling $37.77 must be paid in full, plus a $50 USD administrative fee.If our customer reverses the chargeback with their financial institution, they may contact us to reactivate their products.Chargeback fees are not waived by GoDaddy unless reversed by the customer’s financial institution as GoDaddy incurs costs to handle chargebacks, including staff and transactional costs. 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 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 August 25, 2015, during an online transaction our customer purchased 4 domain...
registrations with Protected Registration, each for a one year term. Protected Registration is the highest level of domain protection that GoDaddy offers. This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain. Domains with this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by the domain's registrant submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Team.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The Protected Registration service functioned as advertised. Our customer submitted requests to cancel the Protected Registration service for 3 of the domains on July 28, 2016, and those services were canceled. At this time, the 4 domains, one of which that includes Protected Registration, remain active. If our customer requires assistance to cancel their remaining products they can contact our Customer Care Center at 480-505-8877. Thank you again for the opportunity to address the concerns presented by our customer.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.Our customer had been utilizing GoDaddy’s Workspace Email until July 23, 2017, at...
which time they contacted GoDaddy’s Customer Care Center believing their email had been compromised; they had exceeded the 250 allotted email relays per account per day. Our customer was advised they could update their email password within their account to prevent further compromise. Our customer called back later the same day, and purchased five Office 365 email plans with assistance from GoDaddy’s Customer Care. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a goodwill gesture, we have refunded the purchase of the five Office 365 accounts to our customer, totaling $26.23.If our customer wishes to utilize the Office 365 plans, they will need to update the DNS information for their domain(s) to utilize these plans:https://www.godaddy.com/help/use-my-domain-with-a-new-office-365-account-1...⇄ if our customer sets their email boxes back up in the Workspace email plan within 14 days of deletion, they should automatically restore the data within.We would also advise our customer of utilizing best practices on their email and customer accounts, such as using strong passwords and scanning their PC for malware or keyloggers to attempt to prevent future compromises.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 concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.Our customer spoke with a customer service representative on November 30, 2016...
with regard to our Professional Web Service plans however, the plan was not purchased until February 8, 2017. Our Professional Web Services team connected with our customer and started working with them to build the website on February 10, 2017. Between February 10, 2017 and July 19, 2017 our Professional Web Services team worked diligently to provide the website our customer requested. Our customer approved the website and it was published on July 20, 2017.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On July 24, 2017, a member of our Professional Web Services team reached out to our customer to discuss their concerns pertaining to the email functionality of the plug-in being used for their calendar. It was determined the issues were not related to GoDaddy, but the third party email clients being utilized. Our customer acknowledged the issue with the email and agreed to address it on their own. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Refund policy impossible to meet:April & May After several phone calls with Dave W[redacted] explaining what we wanted he showed me an example of what our website and our online store would look like. What he showed us was great. May 23rd I emailed him to call me so we could move forward.May 24th Dave called and I purchased as a package everything that he suggested we needed to make our website work. $5876.08June 3rd My assistant spent 4 hours on the phone with the design team, explaining again what we wanted.June 13 she spent another 2 hours on the phone to explain AGAIN what we wanted Jun 28 I got an email saying our website was ready for initial review, already past their 30 day cancelation policy.June 29th we requested changes to be made that were not completed. Go Daddy wanted to roll out website anyway. Jul 6 I got an email stating the changes that were to be made it would take 5 days.Jul 18 I emailed them asking to review the changesJul 20 I called so we could review the revisions, they could not find our account, they finally located our account but nothing had been changed, they wanted another $180.00 to fix what they were suppose to have already revised.Jul 20 I had enough, I decided to cancel everything, they said they would only refund a portion of the total cost because they had x amount of hours invested in the design already. I had several phone calls in trying to reach a solution with no success. Aug 15 I called to see where my refunds where at, I was told it would take 2-3 days for them to show up. It was going on four weeks.Aug 15 -16 I started seeing Refunds Aug 19 I got an email stating they canceled the Online Essentials but did not issue a refund ($1258.20)
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by our customer, who acknowledged and agreed to the following agreements upon conducting business with GoDaddy: • Universal Terms of Service Agreement• Domain Name Registration...
Agreement These agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On November 28, 2006, our customer registered the domain name in question for a five-year term via online transaction. They manually renewed the domain until its expiration on November 28, 2015. On November 29, 2015; per our customer's account preferences, GoDaddy was instructed to automatically renew the domain name in question for a 5-year term (period equivalent to the length of the original domain name registration) and did so in a good faith effort to honor its agreements with our customer. GoDaddy sent notices prior to expiration on October 29, 2015 and November 23, 2015. The notices informed our customer the domain would renew in accordance with their account settings unless action was taken. Customers are provided full control over their renewal settings; account management is a customer responsibility. RESOLUTION: GoDaddy upheld its agreements in good faith with our customer and honored its terms of service. As GoDaddy is unable to receive a refund from the registry for the domain’s renewal, we are unable to refund our customer. We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Our customer may find the following GoDaddy Help articles useful: Refund Policy- https://support.godaddy.com/help/article/8849/refund-policy Managing Renewals for Products and Services- https://www.godaddy.com/help/managing-renewals-for-products-and-services-725 Thank you again for the opportunity to address and bring clarity to the concerns presented. Kindest regards, Mandy O’C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer’s correspondence and would like to present the following.Upon purchase of services, our customer acknowledged and accepted the following agreements:• Universal Terms of Service...
Agreement• Hosting AgreementCopies of the latest version of these agreements may be found at:[redacted]On February 10, 2014, our customer purchased a Value-level Virtual Private Server (VPS) with 60 GB of storage space for a two-year term via an online transaction.On October 29, 2014, our customer upgraded their VPS to a Deluxe plan with 90 GB of storage space via an online transaction. On November 1, 2014, our customer again upgraded their VPS to our Premium plan with 120 GB of storage space via an online transaction. On November 1, 2014, following their latest upgrade, our customer contacted our 24/7 Customer Support teams for assistance with their storage space. It was determined the problem our customer experienced was not related to total storage space but the amount of disk space they or their server administrator allocated to the management of their MySQL databases. Unmanaged servers are sold with the understanding that the client is knowledgeable and able to administer their own server. The client is responsible for performing any configurations, software installations, disk space allocations (e.g. to email accounts, databases, websites, etc.), upgrades necessary on the server, and troubleshooting any issues therein.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. Our customer performed their server upgrades online and without the assistance of GoDaddy’s support staff. However, as a gesture of good will, GoDaddy has refunded the amount of their November 1, 2014 upgrade ($306 value) as in-store credit.Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards,[redacted]Office of the CEO – GoDaddy
Thank you for the opportunity to address the complainant’s additional concerns.We appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the additional concerns presented by the complainant.Kindest regards,Stephen J[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 [redacted] RESOLUTION: GoDaddy upheld its agreements with our customer in good...
faith and honored its terms of service. We were able to connect directly with our customer to address their concerns and provide an exception to our Refund Policy for this service. We consider this matter resolved. Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, Melanie Van K[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.Between February 6, and February 14, 2007 our customer purchased several...
services via online transaction. These products have renewed regularly since that time. Between February 6, 2017 and February 16, 2017; per our customer's account preferences, GoDaddy was instructed to automatically our customer’s services and did so in a good faith effort to honor its agreements with our customer.Prior to the products’ expiration and subsequent renewals, GoDaddy proactively sent multiple notices to inform our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility. As discussed in GoDaddy's Universal Terms of Service Agreement, automatic renewal will renew the applicable service upon expiration for a term equal to the most recent service period.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On March 8, 2017, GoDaddy was notified our customer had disputed the renewal transactions with their financial institution in the form of a chargeback. This chargeback removed the funds from GoDaddy, and the services were removed from our customer's account per our terms of service. We are unable to provide any refunds or goodwill gestures in a state of financial loss.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary 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://www.godaddy.com/legal-agreements.aspx.Our customer has two domain names currently in redemption. On each domain’s renewal date, per our customer’s account preferences, GoDaddy attempted to automatically renew the domains in question in a good faith effort to honor its agreements with our customer, however, our customer's financial institution declined payments. GoDaddy proactively sent multiple notices pre- and post-expiration to our customer.A domain's expiration date is not arbitrarily set by GoDaddy. Our customer chose the initial registration date and term. At the time of purchase, our customer had many options available, such as recording the expiration date in their ledger or calendar. While GoDaddy sent expiration notices to our customer via email before and after expiration, GoDaddy has no control over what happens to the email after it leaves our system or how our customer's ISP or email client chooses to handle the email once received. Account management and renewal of domains is solely a customer responsibility, one our customer agreed to when registering domains through GoDaddy. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time exception, GoDaddy is willing to fully waive the $80 redemption fee on each domain, provided our customer renews the domains prior to January 31, 2017. GoDaddy would be unable to fully waive recovery fees in the future.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. GoDaddy has had the server in question reviewed again and as mentioned in our original response, it is working as it was designed to. From our review, it appears our customer is using a CDN (Content Delivery Network) with their site. They may wish to review this service to determine if it is a contributing factor in the performance they have been experiencing. Our customer may also want to consider enabling memcache and memcached in their PHP settings, as doing so could improve their site’s performance.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Stephen J[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.Our customer enabled Two-Factor Authentication on their GoDaddy account, which...
provides an additional layer of security. Two-Factor Authentication requires an account holder to provide a numeric code received via text message along with their normal validation information to access the account. Two-Factor Authentication is a security feature that GoDaddy offers our customers to prevent account and domain hijacking.On January 11, 2017, our customer contacted GoDaddy as they were unable to disable Two-Factor Authentication, because they could not receive the code sent via text message. In the event customers are not able to receive the verification code, we require proof of identification in order to disable the service on their behalf. Our customer was provided instructions to have this service removed by GoDaddy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was unable to provide the necessary documentation to have Two-factor Authentication removed on their behalf.However, our customer was able to regain access to the phone number used to enable Two-Factor Authentication and has since successfully removed the service from their GoDaddy account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy