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 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 The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn August 5, 2007, the complainant registered the two domain names in question via an online transaction, each for a two year term. This is for the period ending August 5, 2009. At the time of purchase, the complainant also opted to add private registration services to the domain names via an affiliate company, Domains By Proxy. This service masks the registration information required by ICANN and replaces it with Domains by Proxy’s information.On May 10, 2009, the complainant manually renewed the domain names and associated private registrations, both for additional two year terms via online transaction. This is for the period ending August 5, 2011.On June 8, 2011, the complainant again manually renewed the domain names and associated private registration services, both for a four year term via online transaction. This is for the period ending August 5, 2015.On August 6, 2015, per the complainant’s account preferences, GoDaddy was instructed to automatically renew the domain names and associated private registration in question for an additional 2 year term, and did so in a good faith effort to honor its agreements with the complainant.GoDaddy sent renewal notices prior to and after the expiration date on:• July 6, 2015 at 4:09 AM MST (30 days)• July 31, 2015 at 5:44 AM MST (5 days)• August 6, 2015 at 7:51 AM MST (automatic renewal of domains and private registration)These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.As the complainant mentioned, they transferred the domain name registrations to another registrar on August 28, 2015. When a domain name is transferred between registrars, any registration time associated with the domain is transferred to that registrar as well.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The registration costs of the domain names are non-refundable as the complainant was already informed by our customer care center. GoDaddy has already provided the funds to the domain registries in question to extend the domains’ registrations, and it is an unfair proposition to ask GoDaddy to incur the cost of the complainant’s domain name registrations, despite the registration time transferring to the complainant’s new registrar.As the complainant has opened a dispute with PayPal, GoDaddy is unable to provide any goodwill gestures in the form of a refund. EDUCATION:The complainant may find the following links from our Help Center useful:• Refund Policy: https://www.godaddy.com/help/refund-policy-8849• Automatic Renewal: https://www.godaddy.com/help/automatic-renewal-19059Thank 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
Thank you for the opportunity to address the complainant's concerns. The complainant is not a GoDaddy customer, nor has GoDaddy entered into any relationship or agreements with the complainant. Based on the information provided, GoDaddy has no record of an account matching the complainant’s...
information. As such, we have no record of a call or chat with our Customer Care Center from the complainant.GoDaddy provides promotional offers to our customers towards the purchase of new products and the renewals of existing ones. These offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question. RESOLUTION:GoDaddy will honor any valid promotional offers that customers receive from us. The offer must be entered prior to completing the transaction. Additionally, GoDaddy has no control over any third party websites offering discount codes that may have already expired. If a valid offer is utilized, our cart will adjust the price accordingly.If the complainant is seeing the offer on our site and can take a screenshot the page in question our support teams can review the offer in more details and ensure if the code is valid or just a cached page. If it’s valid, our support teams can assist the complainant with making their purchase to ensure they can take advantage of the offer.If the complainant has additional questions pertaining to promotional code limitations, they may reach out to our customer care centers 24/7 at 480-505-8877.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Ken C[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 March 15, 2017, our customer purchased an Office 365 Business Premium plan for a...
1-month term via online transaction. On March 17, 2017, our customer contacted our support teams and indicated they were having issues sending and receiving emails after sending a mass email mailing. Our support teams informed them it’s possible what was being sent could be getting flagged for spam due to the content in the email and explained what he needed to do to resolve this.Our customer contacted our support teams on March 18, 2017 to report an email password issue they were encountering with Outlook. Our customer felt this was a “known issue” and indicated they had moved their services to another provided. As a result, our customer requested a refund which was denied.Our support representative informed our customer there was no “known issue” and they would be able to assist with a resolution for the issue. Our customer declined to troubleshoot and ended the interaction.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been properly advised the email plan in question is not eligible for refund. Should our customer wish to troubleshoot any technical problems experienced with using the email plan in question, we suggest they continue to work with our customer care team. Additionally, our customer way wish to review our refund policy at http://x.co/refundpolicyThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[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.
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
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 the complainant’s concerns. GoDaddy’s Online Bookkeeping, formerly Outright, is an online bookkeeping tool. The complainant created the free bookkeeping account in May, 2010 and upgraded to a paid account in October, 2016. On January 4, 2017 the...
complainant contacted the GoDaddy Bookkeeping team to unsubscribe from the service. The complainant was provided proper instructions to back-up the data entered into the Online Bookkeeping tool and to unsubscribe. RESOLUTION:GoDaddy upheld its agreements with the complainant in good faith and honored its terms of service.The complainant has since disputed their January 12, 2017 service renewal transaction with their payment provider. As such, we are unable to provide the desired refund. Thank you again for the opportunity to address the concerns presented by the complainant.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.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. On March 28, 2007, our customer purchased the domain name in question for a...
ten-year term with a representative over the phone. In accordance with our customer’s account settings GoDaddy processed an automatic renewal for a ten-year term on March 30, 2017. In accordance with Registry requirements GoDaddy is able to allot a five day window in which a multi-year domain name renewal can be canceled and refunded. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. While the domain name is no longer eligible for refund, we have provided our customer with an exception. The domain name has been repossessed from our customer’s account and a full refund issued. If our customer has any questions or concerns, they may connect with our office via email at [email protected]. Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, Terri H[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 March 29,...
2013, our customer purchased an Unlimited Workspace Email plan with 10 additional mailboxes via online transaction.On March 29, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the email plan and additional boxes in question.GoDaddy sent renewal notices prior to the expiration date, including on March 19, 2016. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer did not contact GoDaddy’s customer care center regarding this charge until May 6, 2016. As customer’s are provided a 30-day window to receive refunds on annual plans per GoDaddy’s Refund Policy, our customer was correctly informed the transaction was non-refundable. Our customer disabled the automatic renewal feature for this product at that time.We encourage our customer to continue to take an active role in reviewing and managing their account settings to prevent further unwanted renewals. The following links should be helpful to our customer:Turn Off Auto Renew:https://www.godaddy.com/help/turn-off-auto-renew-20008Refund Policy:https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=...⇄ you again for the opportunity to address the concerns presented by our customer.Kindest regards,[redacted]Office of the CEO - GoDaddy
Thank you for your reply in this matter. There clearly is a misunderstanding, as there never was a problem with the login or password. In fact, your staff kept insisting that this was the problem, when no password change was ever required. That was not the problem, thus your staff did not resolve the problem. Even today, I must open a private browser to have access to the email, which is inefficient and inconvenient. Moreover, upon agreeing to the GoDaddy terms and package, email service is included. Given the purchase is for over a decade of service with you, I entrusted my investment with your company, and I expect our agreement to be upheld. I insist that compensation be granted, given the inconvenience and false representation of the facts, as well as the breach in contract.
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 [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.On August 31, 2015, our customer purchased a Premium Domain through GoDaddy’s...
Auction service. Following the purchase, the domain was moved into our customers account and a year of registration was added to the domain extending the expiration to February 3, 2017.GoDaddy sent five renewal notices prior to the expiration between November 4, 2016 and January 29, 2017. GoDaddy also sent three notices after the expiration on February 4, 2017, February 8, 2017, and February 15, 2017.These notices informed our customer their expired domain was at risk of being canceled unless additional action was taken. Account management is a customer responsibility. The domain followed GoDaddy’s expiration life-cycle and has since been acquired by another party.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.When our customer contacted our support center, they were advised we have the ability to negotiate a purchase price with the current owner of the domain name as the name is listed for sale. If our customer still wishes to reacquire the domain name in question, they are welcome to contact the owner directly in an attempt to negotiate a lower sale price or they are welcome to utilize a buy back service such as our Domain Buy Service in an attempt to negotiate the purchase of the name on their behalf. 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 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 the concerns presented by the complainant. GoDaddy has zero tolerance for SPAM activity. We review all complaints for validity and will take appropriate action, however, we do not report back to the complaining party with any action taken. Typically, we will...
only follow up with the complaining party when further information is needed, and in some cases, we will also corroborate the complaint with our customers. We have reviewed the claims submitted by the complainant and have found them to be handled appropriately. RESOLUTION:In an effort to show the complainant our commitment to prevent and stop SPAM, we encourage the complainant to continue to report suspected instances of SPAM by any customer of ours, however, they need to understand they will not be advised of any actions we may take to address such situations.Additionally, if there are newsletters the complainant is receiving they believe is coming from a GoDaddy customer, they should look for a link to report this abuse. This link usually directs to https://sable.godaddy.com/abuse. The complainant should click that link in the bottom of the newsletters to report the email in question. If that link is not present, the complainant can report spam using the following link: https://supportcenter.godaddy.com/AbuseReport?ciThank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Ken C[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.
Regards,
Arthur Reeves
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 12, 2017, our customer connected with our Professional Web Services team...
via chat to request assistance with installing an application within their existing web hosting plan. GoDaddy’s Professional Web Services team assists customers with constructing new, custom websites. This team does not provide general support for existing websites. Our customer was properly informed they would need to contact our hosting support team for the assistance that was required. On May 13, 2017, our customer contacted our hosting support team and was advised of the steps to install the desired application to their hosting plan. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Should our customer require technical assistance with their hosting account, or any other GoDaddy product, our friendly and knowledgeable customer care team can be reached at 480-505-8877 or by visiting https://support.godaddy.com/ for live chat, help articles and more.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 the additional concerns presented by the complainant. GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility.We also appreciate the complainant’s feedback regarding GoDaddy’s live chat. There may be times where our Customer Consultation and Care center may experience higher than normal chat volume, which may lead to longer wait times than normal. GoDaddy strives to offer the best service levels in the industry and during these times may prompt customers to call in to receive the timeliest support. As a one-time exception in an attempt to amicably resolve the complainant’s concerns, we have refunded their most recent hosting renewal transaction and disabled the product’s automatic renewal setting. If the complainant wishes to cancel the hosting account completely, they may do so utilizing the previously sent instructions. Thank you again for the opportunity to address the additional concerns presented by the complainant.Kindest regards,Mike L[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 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 The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn August 5, 2007, the complainant registered the two domain names in question via an online transaction, each for a two year term. This is for the period ending August 5, 2009. At the time of purchase, the complainant also opted to add private registration services to the domain names via an affiliate company, Domains By Proxy. This service masks the registration information required by ICANN and replaces it with Domains by Proxy’s information.On May 10, 2009, the complainant manually renewed the domain names and associated private registrations, both for additional two year terms via online transaction. This is for the period ending August 5, 2011.On June 8, 2011, the complainant again manually renewed the domain names and associated private registration services, both for a four year term via online transaction. This is for the period ending August 5, 2015.On August 6, 2015, per the complainant’s account preferences, GoDaddy was instructed to automatically renew the domain names and associated private registration in question for an additional 2 year term, and did so in a good faith effort to honor its agreements with the complainant.GoDaddy sent renewal notices prior to and after the expiration date on:• July 6, 2015 at 4:09 AM MST (30 days)• July 31, 2015 at 5:44 AM MST (5 days)• August 6, 2015 at 7:51 AM MST (automatic renewal of domains and private registration)These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.As the complainant mentioned, they transferred the domain name registrations to another registrar on August 28, 2015. When a domain name is transferred between registrars, any registration time associated with the domain is transferred to that registrar as well.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The registration costs of the domain names are non-refundable as the complainant was already informed by our customer care center. GoDaddy has already provided the funds to the domain registries in question to extend the domains’ registrations, and it is an unfair proposition to ask GoDaddy to incur the cost of the complainant’s domain name registrations, despite the registration time transferring to the complainant’s new registrar.As the complainant has opened a dispute with PayPal, GoDaddy is unable to provide any goodwill gestures in the form of a refund. EDUCATION:The complainant may find the following links from our Help Center useful:• Refund Policy: https://www.godaddy.com/help/refund-policy-8849• Automatic Renewal: https://www.godaddy.com/help/automatic-renewal-19059Thank 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
Thank you for the opportunity to address the complainant's concerns. The complainant is not a GoDaddy customer, nor has GoDaddy entered into any relationship or agreements with the complainant. Based on the information provided, GoDaddy has no record of an account matching the complainant’s...
information. As such, we have no record of a call or chat with our Customer Care Center from the complainant.GoDaddy provides promotional offers to our customers towards the purchase of new products and the renewals of existing ones. These offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question. RESOLUTION:GoDaddy will honor any valid promotional offers that customers receive from us. The offer must be entered prior to completing the transaction. Additionally, GoDaddy has no control over any third party websites offering discount codes that may have already expired. If a valid offer is utilized, our cart will adjust the price accordingly.If the complainant is seeing the offer on our site and can take a screenshot the page in question our support teams can review the offer in more details and ensure if the code is valid or just a cached page. If it’s valid, our support teams can assist the complainant with making their purchase to ensure they can take advantage of the offer.If the complainant has additional questions pertaining to promotional code limitations, they may reach out to our customer care centers 24/7 at 480-505-8877.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Ken C[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 March 15, 2017, our customer purchased an Office 365 Business Premium plan for a...
1-month term via online transaction. On March 17, 2017, our customer contacted our support teams and indicated they were having issues sending and receiving emails after sending a mass email mailing. Our support teams informed them it’s possible what was being sent could be getting flagged for spam due to the content in the email and explained what he needed to do to resolve this.Our customer contacted our support teams on March 18, 2017 to report an email password issue they were encountering with Outlook. Our customer felt this was a “known issue” and indicated they had moved their services to another provided. As a result, our customer requested a refund which was denied.Our support representative informed our customer there was no “known issue” and they would be able to assist with a resolution for the issue. Our customer declined to troubleshoot and ended the interaction.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been properly advised the email plan in question is not eligible for refund. Should our customer wish to troubleshoot any technical problems experienced with using the email plan in question, we suggest they continue to work with our customer care team. Additionally, our customer way wish to review our refund policy at http://x.co/refundpolicyThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[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.
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
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 the complainant’s concerns. GoDaddy’s Online Bookkeeping, formerly Outright, is an online bookkeeping tool. The complainant created the free bookkeeping account in May, 2010 and upgraded to a paid account in October, 2016. On January 4, 2017 the...
complainant contacted the GoDaddy Bookkeeping team to unsubscribe from the service. The complainant was provided proper instructions to back-up the data entered into the Online Bookkeeping tool and to unsubscribe. RESOLUTION:GoDaddy upheld its agreements with the complainant in good faith and honored its terms of service.The complainant has since disputed their January 12, 2017 service renewal transaction with their payment provider. As such, we are unable to provide the desired refund. Thank you again for the opportunity to address the concerns presented by the complainant.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.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. On March 28, 2007, our customer purchased the domain name in question for a...
ten-year term with a representative over the phone. In accordance with our customer’s account settings GoDaddy processed an automatic renewal for a ten-year term on March 30, 2017. In accordance with Registry requirements GoDaddy is able to allot a five day window in which a multi-year domain name renewal can be canceled and refunded. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. While the domain name is no longer eligible for refund, we have provided our customer with an exception. The domain name has been repossessed from our customer’s account and a full refund issued. If our customer has any questions or concerns, they may connect with our office via email at [email protected]. Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, Terri H[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 March 29,...
2013, our customer purchased an Unlimited Workspace Email plan with 10 additional mailboxes via online transaction.On March 29, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the email plan and additional boxes in question.GoDaddy sent renewal notices prior to the expiration date, including on March 19, 2016. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer did not contact GoDaddy’s customer care center regarding this charge until May 6, 2016. As customer’s are provided a 30-day window to receive refunds on annual plans per GoDaddy’s Refund Policy, our customer was correctly informed the transaction was non-refundable. Our customer disabled the automatic renewal feature for this product at that time.We encourage our customer to continue to take an active role in reviewing and managing their account settings to prevent further unwanted renewals. The following links should be helpful to our customer:Turn Off Auto Renew:https://www.godaddy.com/help/turn-off-auto-renew-20008Refund Policy:https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=...⇄ you again for the opportunity to address the concerns presented by our customer.Kindest regards,[redacted]Office of the CEO - GoDaddy
Thank you for your reply in this matter. There clearly is a misunderstanding, as there never was a problem with the login or password. In fact, your staff kept insisting that this was the problem, when no password change was ever required. That was not the problem, thus your staff did not resolve the problem. Even today, I must open a private browser to have access to the email, which is inefficient and inconvenient. Moreover, upon agreeing to the GoDaddy terms and package, email service is included. Given the purchase is for over a decade of service with you, I entrusted my investment with your company, and I expect our agreement to be upheld. I insist that compensation be granted, given the inconvenience and false representation of the facts, as well as the breach in contract.
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 [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.On August 31, 2015, our customer purchased a Premium Domain through GoDaddy’s...
Auction service. Following the purchase, the domain was moved into our customers account and a year of registration was added to the domain extending the expiration to February 3, 2017.GoDaddy sent five renewal notices prior to the expiration between November 4, 2016 and January 29, 2017. GoDaddy also sent three notices after the expiration on February 4, 2017, February 8, 2017, and February 15, 2017.These notices informed our customer their expired domain was at risk of being canceled unless additional action was taken. Account management is a customer responsibility. The domain followed GoDaddy’s expiration life-cycle and has since been acquired by another party.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.When our customer contacted our support center, they were advised we have the ability to negotiate a purchase price with the current owner of the domain name as the name is listed for sale. If our customer still wishes to reacquire the domain name in question, they are welcome to contact the owner directly in an attempt to negotiate a lower sale price or they are welcome to utilize a buy back service such as our Domain Buy Service in an attempt to negotiate the purchase of the name on their behalf. 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 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 the concerns presented by the complainant. GoDaddy has zero tolerance for SPAM activity. We review all complaints for validity and will take appropriate action, however, we do not report back to the complaining party with any action taken. Typically, we will...
only follow up with the complaining party when further information is needed, and in some cases, we will also corroborate the complaint with our customers. We have reviewed the claims submitted by the complainant and have found them to be handled appropriately. RESOLUTION:In an effort to show the complainant our commitment to prevent and stop SPAM, we encourage the complainant to continue to report suspected instances of SPAM by any customer of ours, however, they need to understand they will not be advised of any actions we may take to address such situations.Additionally, if there are newsletters the complainant is receiving they believe is coming from a GoDaddy customer, they should look for a link to report this abuse. This link usually directs to https://sable.godaddy.com/abuse. The complainant should click that link in the bottom of the newsletters to report the email in question. If that link is not present, the complainant can report spam using the following link: https://supportcenter.godaddy.com/AbuseReport?ciThank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Ken C[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.
Regards,
Arthur Reeves
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 12, 2017, our customer connected with our Professional Web Services team...
via chat to request assistance with installing an application within their existing web hosting plan. GoDaddy’s Professional Web Services team assists customers with constructing new, custom websites. This team does not provide general support for existing websites. Our customer was properly informed they would need to contact our hosting support team for the assistance that was required. On May 13, 2017, our customer contacted our hosting support team and was advised of the steps to install the desired application to their hosting plan. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Should our customer require technical assistance with their hosting account, or any other GoDaddy product, our friendly and knowledgeable customer care team can be reached at 480-505-8877 or by visiting https://support.godaddy.com/ for live chat, help articles and more.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 the additional concerns presented by the complainant. GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility.We also appreciate the complainant’s feedback regarding GoDaddy’s live chat. There may be times where our Customer Consultation and Care center may experience higher than normal chat volume, which may lead to longer wait times than normal. GoDaddy strives to offer the best service levels in the industry and during these times may prompt customers to call in to receive the timeliest support. As a one-time exception in an attempt to amicably resolve the complainant’s concerns, we have refunded their most recent hosting renewal transaction and disabled the product’s automatic renewal setting. If the complainant wishes to cancel the hosting account completely, they may do so utilizing the previously sent instructions. Thank you again for the opportunity to address the additional concerns presented by the complainant.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy