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.The customer
acknowledged and agreed to the following agreements upon conducting...
business
with GoDaddy:• Universal Terms of
Service Agreement • Domain Name
Registration Agreement The latest version of
these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 13, 2006, our
customer purchased a domain name for a one year term. The domain name was setup
for manual renewal and our customer renewed annually via their online GoDaddy
account through 2014.On April 13, 2015, per
our customer's account preferences, GoDaddy was instructed to not automatically
renew our customer's domain name upon expiration and did not do so in a good
faith effort to honor its agreements with the customer. Account management is a
customer responsibility. GoDaddy sent renewal
notices prior to the expiration date on:• January 13, 2015• February 12, 2015• March 14, 2015• March 29, 2015• April 8, 2015GoDaddy also sent
notices after the expiration date on:• April 14, 2015• April 18, 2015• April 19, 2015On the day the domain
name expired; in this case April 13, 2015, the customers agreed and purchased
term of domain registration ended. The domain name was parked in accordance
with the agreements referenced above and services associated with the expired domain
name ceased to function.On April 19, 2015, our
customer contacted GoDaddy’s customer care team to inquire about any available
discounts for services they intended to renew. Our customer manually
renewed the domain name for another one-year term via an online transaction. At
that time, the customer would have needed to update their domain name’s DNS
information and re-enable our forwarding services once again.On November 23, 2015,
our customer spoke with a customer care supervisor and it was explained that
the domain name in question was parked due to non-payment. Our customer
requested compensation, which was declined. Our customer then requested a call
from a manager.On November 24, 2015, a
customer care manager contacted our customer per their request. Clarification
of the events that transpired was provided to our customer. RESOLUTION:GoDaddy has upheld its
agreements in good faith with our customer and honored its terms of service.If the customer had
renewed their domain names prior to expiration they would not have encountered
this issue. While we sincerely appreciate the customer's business, we will not
provide compensation due to failure to manage an account and products within.Thank you again for the
opportunity to address and bring clarity to the concerns presented by our
customer.Kindest regards,Mandy O’[redacted]Office of the CEO - [email protected][redacted]Scottsdale, AZ 85260
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Here are details why I am not satisfied with the resolution.A. They did not accept they gave all our details to [redacted] - this happened because of them.B. I dont think the management really was keen on talking and he was NOT AT ALL LISTENING -that's under the scope of Godaddy Agreement. This does not make sense.C. Did they really evaluate, investigate the calls-how many times he interpreted. He is not the CEO of Godaddy..he was not prepared to escalate also . I have attempted multiple times.D. I would like to discuss on the phone with CEO's office and explain - how I had worked and send people nice note when they are not honest.E. it is policy to Godaddy to maintain business ethics- which was not FOLLOWED AGAIN - they are stating this is not scope - it does not make sense at all.F. I would like to discuss squared away and get compensation for this harassment, mistreatment. They think they are Boss and we at their beck and call- bad attitude- I dont thin that;s possible.G. I have sent multiple emails to different supervisors- None of them really CARED TO CALL -Is that a policy of GODADDY not to care for CUSTOMERS. Am I not paying the bills? Is that not a scope - to treat customer, fair, honest, ethical, and respond to customers queries. I dont think it has happened. None of the steps were taken nor cared to call and say apologize and compensate for all this.H. They give 100 different reasons -till now they did not say why [redacted] was showing all our information - it is against [redacted] and [redacted] and [redacted] rule of providing personal privacy Violation -they are talking like this and not prepared to call and discuss- it does not makes sense. I. When they call they do not ask is the right time.They do not schedule calls-they call at their whims and fancies- Is that a policy of GodaddyJ. would be happy to call and schedule a call with them to discuss in detail and how they say that management persno called- he was not honest, ethical and he dos not care to listen - Is that scope of Godaddy not listening to customers K. is that godaddy scope of providing [redacted] to dishonest client - [redacted] - is that the ruleL. please think to yourself and consciour and answer- Let God Jesus Christ or [redacted] or [redacted] and come and check -Is the way to act? I have sent few emails to supervisor like [redacted] and others they did not care to call back -is that policy of Godaddy not calling back customers? is that the processI am prepared to discuss and call them ASAP . I sent them to discuss ASAP -they respond to you quietly without even calling me or discussing on it-it does not makes sense. It clearly to call - that's what most people are honest, will call to discuss to see how you can make the customer happy -they dont care- as you can see the way they have written and out of scope and do not call to discuss as a customer.First hting customer satisifaction is to call - which has not happend- Is that godaddys ethics or customer satisifaction way of working please thinka bout all that[redacted]
Regards,
[redacted]
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.The customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:• Universal Terms of Service• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 28, 2013 our customer purchased the domain in question with our Protected Registration and did so via an online transaction. Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a Good Faith effort to honor its agreements with the customer. Account management is a customer responsibility.GoDaddy sent renewal notices prior to the renewal on:• September 29, 2014• October 29, 2014 • November 29, 2014On December 28, 2014, the customer contacted GoDaddy’s customer support teams to remove the protected registration. Our representative then provided correct instructions to cancel the Protected Registration. Since then, our customer has completed the process of removing the Protected Registration service from their domain name.One of the features of our premium Protected Registration service is to protect against the cancellation/expiration of the domain name. Domain names which have this service cannot be canceled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.To be clear, the customer's account was not a "Premier Services Account". The service they were using is called Protected Registration. GoDaddy does not require documentation from the IRS, local and State Regulatory agencies to cancel the service. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The Protected Registration service functioned as advertised, keeping the domain from being canceled without proof of identification.We have connected with our customer and assisted them with the process of cancelling their domain name. In accordance with our refund policies, the customer has been refunded the protected registration and domain registration charges. EDUCATION:T[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Thank you for the opportunity to address our customer’s additional concerns.We stand by our original response. On June 5, 2017, GoDaddy received a complete DMCA complaint alleging that copyright infringement is taking place on our customers hosted website. This notification was submitted pursuant to the Digital Millennium Copyright Act and GoDaddy’s Copyright Infringement Policy, which can be found here:https://www.godaddy.com/agreements/showdoc.aspx?pageid=TRADMARK_COPY.GoDadd...⇄ sent a notification to our customer on June 5, 2017, informing them of the action needed on their account. We did not hear back from our customer and on June 7, 2017, we suspended the hosting plan in question.If our customer wishes to reinstate their hosting plan, they have two options. They can either provide us a full content removal statement laid out in the email sent to them on June 7, 2017, or, if they feel the complaint was made in error, they can submit a counter notification in accordance with the DMCA.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
that conversation about email service had nothing to do with the issue at hand. a web hosting service is mediocre at best. its definitely not comparable to what I can get myself and I cant use it. if it was fast, I would not need to move my site from there. now I am out of money and complain will stay unless some kind of resolution will be achieved where money are not wasted.
Thank you for the opportunity to address our customer’s additional concerns. The email referenced by our customer was not related to their Managed Wordpress hosting service with us, which remains active within their account. Rather, the email was in regard to the transfer of their domain name registration away from GoDaddy. Account management, including the cancellation of services no longer wanted or needed, is a customer responsibility. Our offer still stands to refund the latest renewal if the hosting is canceled by February 15, 2017.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
I was emailed prior to the renewal asking if I wanted to renew. I was also asked to update payment information. I DID NOT respond because I did not wish to renew. Furthermore, I went into my account THE SAME DAY it was auto-renewed as it caught me off guard! (I never checked any boxes that I wanted an auto renewal) and I chose the button that said "cancel renewal". This was the same day it was renewed. According to the terms it said cancellation had to happen within 5 days. I was under the false assumption that it was cancelled the same day. It never said I had to call anyone or I would have. I also cancelled my domain & asked for a refund via customer support after the website no longer said it was "cancelling" as it has showed each time I checked it after I hit that button. So now I have been charged $35 for an additional 2 yrs for a domain that is sitting idle. Upon Revdex.com communication you are now telling me not only will I not get my refund, but the 2 yrs I have now paid for is for a domain that is no longer there? That is criminal. Very bad business practices.
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:•GoDaddy Universal Terms of Service Agreement•GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn October 28, 2007 during an online transaction the complainant purchased the Domain Names in question for a one year term. The Domain Name have subsequently been renewed by the complainant for additional one year terms on:•October 27, 2008•October 27, 2009•October 28, 2010•October 27, 2011•October 29, 2012•October 27, 2013•November 8, 2014A domain's expiration date is not arbitrarily set by GoDaddy. The complainant chose the initial date of registration, the term of registration ((and/or consolidation or renewal). At the time of purchase (and/or consolidation or renewal) the customer had many options available to them such as recording the expiration date in their ledger or calendar. While GoDaddy sent expiration notices before and after the domain's expiration date to the customer via email GoDaddy simply has no control over what happens to the email notice after it leaves our system or how the customer's ISP or email client chooses to handle the email once they receive it. If the customer changes their email address we simply have no way of knowing what their new one is unless they inform us by updating their account. Account management and renewal of domains is solely a customer responsibility and the complainant agreed to this when they registered domains through GoDaddy. While we make a best effort to partner in our customer's success they must also be responsible for their actions or lack thereof. GoDaddy sent renewal notices prior to the most recent expiration date on:•July 30, 2015•August 29, 2015•September 28, 2015•October 13, 2015•October 23, 2015GoDaddy also sent notices after the most recent expiration date on:•October 29, 2015•November 2, 2015•November 3, 2015•November 8, 2015On the day a domain name expires, in this case October 29, 2015 the complainants agreed and purchased term of domain registration ended. The complainant only registered the domains until this date. After the complainant's agreed and purchased term of domain registration ended GoDaddy (at our own cost) provided the customer with a 42 day grace period to renew or redeem the name.On December 1, 2015 the complainant contacted GoDaddy’s Customer Care Center to request the authorization codes required to transfer the domain names in question. The complainant no longer had access to the email address they had associated with their domain names in order to receive these codes. In order to update the email address they were required to redeem their domain names. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The domain names in question are now eligible for transfer to the registrar of complainant’s choice. As a onetime exception, we have refunded $80.00 in redemption fees for the Domain Names in question. Please allow 7 to 10 days for this to reflect with their financial institution. Should the complainant require assistance transferring the domain names, they can contact our 24 hour Customer Care Center at [redacted]EDUCATION: The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:Transferring Domain Names to Another Registrarhttps://support.godaddy.com/help/article/3560/transferring-domain-names...⇄ happens after domain names expire?https://support.godaddy.com/help/article/6700/what-happens-after-domain-n...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,John M[redacted]Office of the [email protected][redacted]
Thank you for the opportunity to address our customer’s additional concerns.GoDaddy stands by its previous response. GoDaddy sent multiple notices to our customer between April and October 2017 regarding malware within their hosting account. While GoDaddy sent these notices to our customer via email, GoDaddy simply has no control over what happens to the email notice after it leaves our system or how our customer's ISP or email client chooses to handle the email once they receive it.To be clear, GoDaddy does not infect customer websites with malware; customers are highly recommended to use best practices when utilizing third party applications, such as using strong passwords, vetting third-party plug-ins, and regularly updating the application versions. Likewise, our customers must take responsibility for not following best practices, and the direct results of the actions or inaction. Our customer's inability to access the admin section of their website is a direct result of a third-party plugin our customer is utilizing.GoDaddy makes every effort to provide all available options to resolve customer concerns, from no cost solutions to optional services, and at no time was our customer forced to purchase products.On October 16, 2017, our customer canceled their subscription to WordPress Premium Support and received a full refund for the service. 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 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 Our customer is...
utilizing a free Workspace email plan. Workspace email is no longer a product GoDaddy actively offers, however it is still a supported product. Our customer appears to have been utilizing the GoDaddy iOS app to check their email account.For several months, customers have been urged via in-app messaging to switch from the GoDaddy app to Outlook Mobile to check email on their mobile device. Email will no longer be included on the GoDaddy iOS app, and our customer will need to either use our online Webmail login or utilize a mail application or the native email client on their device. Should our customer wish to sync their email folders they will need to upgrade to our IMAP email.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.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.At this time, our customer has been properly advised that our mobile application will no longer serve as an email interface. Should they need assistance in upgrading or setting up their email within a new third party application, our customer care is available 24/7 at ###-###-#### or via chat at [redacted].Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mandy O[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 April 21, 2016, our customer purchased an economy cPanel hosting plan for a...
one-year term via online transaction. On August 28, 2016, our customer upgraded this account plan to a deluxe tier for the remainder of the one-year term via online transaction.On April 21, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the hosting in question for an additional year and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent multiple renewal notices prior to the expiration date, including on March 22, 2017 and April 16, 2017, informing 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.On July 6, 2017, our customer canceled the hosting plan in question from within the account, but did not contact our Customer Care team until November 3, 2017 to request a refund.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was properly informed that the hosting account was outside of refund eligibility, however, as a goodwill gesture, GoDaddy has refunded the unused months from the hosting account, totaling $98.91, to In-Store Credit, available for future purchases with GoDaddy.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.On September 12, 2015, our customer purchased a domain and Website Builder bundle,...
each for a 1-year term. The bundle included a free SSL certificate and email plan for 1 year.On August 12, 2016, GoDaddy automatically renewed the SSL certificate for another 1-year term per our customer’s account settings in a good faith effort to honor its agreements with our customer. GoDaddy sent renewal notices on June 13, and July 13, 2016 to inform our customer their service would be renewed unless additional action was taken. On September 12, 2016, GoDaddy renewed the Website Builder and email plans for another 1-year term per our customer’s preferences, honoring its agreements. A renewal notice was sent September 2, 2016 to inform our customer the services would be renewed unless action was taken.GoDaddy provides its customers full control over renewal settings. Customers may, at any time, access their account and modify those settings. GoDaddy must also rely upon its customers for information that we would otherwise be unaware of, such as use of a new email address. Account management is a customer responsibility.GoDaddy’s support teams are available 24/7 to assist with account related concerns. Our customer had not contacted those teams prior to submitting this complaint. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office reached out to our customer via phone to discuss their concerns and clarify the events that transpired. GoDaddy submitted the applicable refund, $236.88, after our customer had canceled their services. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Technically there was no renewal, because as I stated on my complaint, the transaction was rejected by the credit card company. Due to the incompetent manner in which the transaction was processed, it triggered flags related to my credit card which resulted in the credit card being cancelled and having a new credit card issued. This caused me great inconvenience.As I stated on my complaint, subsequently, I received an e-mail from godadfdy.com indicating that if no action was taken the credit card dispute, service for the domains would be discontinued. Due to the inconvenience that I was caused by the incompetence in handling the credit card transaction, I decided to take no action since I did not want to continue with the service. I was surprised and now disgusted when I received a call from my credit card company indicating that godady.com presented "documentation" that this was an auto-renewal. As I stated on my complait this was not an auto-renewal since I had deactivated the auto-renewal option and the domains expired. Moreover, as I opreviously stated, the service was never established because the transaction was not processed by the credit card company because it raised flags which caused the credit card to be cancelled and a new one issued causing me great inconvenience. I find it unacceptable that godaddy.com sends an e-mail indicating that if I did not take any action the service would be discontinued. Based on such e-mail I took no action thinking that the service would be discontinued. Now, several months later godaddy tries to put forth some "documentation" to allege auto-renewal which never existed in the first place.I reiterate the statements that I made on my original complaint, particularly, the statements to the effect that I do not wish to renew the domain services with godaddy.com or engage in any future business with godaddy.com. As sson as I can I will be transferring the remaining domains out of godaddy.com so I do not have to deal with this entity anymore.
Regards,
[redacted]
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,
[redacted] They stated that I was refunded the money for the Get Found Product. I paid for this service and all of the inquires that I made to them, I have yet a representative state that the product was not vertified or completed. This Get Found Product has been paid in full for the quarter and yet no one would walk me through completion, when I am constantly calling in and complainting about not being found. They refunded the product rather than complete the process, Why? I would conclude that this is an example of the pick and chose whom they would like to promote in their business from their marketing techniques. This is a nationwide company and to refund $15.00, rather than satisfing the customer request to complete the process speaks volumes.
Thank you for the opportunity to address our customer's additional concerns.We stand by our previous response. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. GoDaddy also sent our customer email notifications after each renewal action as directed by our customer.We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,John M[redacted]Office of the CEO - GoDaddy
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• Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn February 22, 2015, our customer purchased a Deluxe cPanel shared hosting plan for a 3 year term via online transaction. Our customer canceled this hosting account on March 10, 2015 and was provided a refund for unused time. The payment type used for our customer’s transaction does not allow for partial refunds to the original payment method. The funds were originally returned as an In-Store Credit, available for future purchases for GoDaddy. Our customer contactedGoDaddy’s customer care team on March 11, 2015, informing our staff they wished to cash out this In-Store Credit, and a check was requested for our customer.Our customer has subsequently experienced issues with their financial institution refusing the check that has been sent to our customer. GoDaddy has worked diligently with our customer to assist them in returning their funds via check.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy’s accounting team has issued a new check to our customer, which should be received by the customer within five to six weeks. If our customer experiences any additional concerns regarding the cashing of this check, we kindly ask they contact our support teams directly for further assistance.We also appreciate our customer’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
I am not sure what godaddy used to locate the account. The email address used for Revdex.com is not the same as the one used for godaddy. Amazingly yet, following the complaint and 6 weeks after the order, they issued an email saying Payment canceled: Order [redacted].It is amazing godaddy employs these type of practices and that a supposedly technologically advanced company make use of dated accounting software that takes the money without providing a service.
Thank you for the opportunity to address our customer’s additional concerns. Our customer utilized a Mastercard on April 12, 2015 to manually renew the domain in question for a one-year term. That transaction associated that payment method with the domain for all future transactions, unless the customer manually updated the renewal settings within the account.On April 10, 2016, and April 10, 2017, the domain in question renewed for respective one-year terms to the same Mastercard from the April 2015 transaction, per our customer’s account preferences. GoDaddy provides its customers with full control over renewal preferences and customers may, at any time, log into their account and modify those preferences. GoDaddy also sent our customer email notifications of the pending renewal prior to taking renewal action as directed by our customer.We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Again, the domain in question is non-refundable. Our customer may wish to look into other options such as selling or auctioning the domain if they do not wish to keep it.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Godaddy Cancelled my domain without any reasonable reason.They do not have any specific detail why my domain has been flagged.Godaddy did not provide any evidence about the fraud is not convincing.The 10th of Feb.2018 I saw my domain was on sale on Godaddy's websites for 111 us dollars.The only fraud action is from Godaddy.I need the domain,either Godaddy please release the domain to public or send the transfer code.I feel unsafe to disclose my identity such as ID to Godaddy.The verification process is only ask me to upload my ID,and I do not feel conformable in that way.
Thank you for the opportunity to address our customer’s additional concerns. As explained in our original response, the email service is working as intended. GoDaddy will not be providing compensation. Should our customer have any new information to share supporting their claim that there is a technical issue with the email service, our support staff will gladly review it.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
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.The customer
acknowledged and agreed to the following agreements upon conducting...
business
with GoDaddy:• Universal Terms of
Service Agreement • Domain Name
Registration Agreement The latest version of
these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 13, 2006, our
customer purchased a domain name for a one year term. The domain name was setup
for manual renewal and our customer renewed annually via their online GoDaddy
account through 2014.On April 13, 2015, per
our customer's account preferences, GoDaddy was instructed to not automatically
renew our customer's domain name upon expiration and did not do so in a good
faith effort to honor its agreements with the customer. Account management is a
customer responsibility. GoDaddy sent renewal
notices prior to the expiration date on:• January 13, 2015• February 12, 2015• March 14, 2015• March 29, 2015• April 8, 2015GoDaddy also sent
notices after the expiration date on:• April 14, 2015• April 18, 2015• April 19, 2015On the day the domain
name expired; in this case April 13, 2015, the customers agreed and purchased
term of domain registration ended. The domain name was parked in accordance
with the agreements referenced above and services associated with the expired domain
name ceased to function.On April 19, 2015, our
customer contacted GoDaddy’s customer care team to inquire about any available
discounts for services they intended to renew. Our customer manually
renewed the domain name for another one-year term via an online transaction. At
that time, the customer would have needed to update their domain name’s DNS
information and re-enable our forwarding services once again.On November 23, 2015,
our customer spoke with a customer care supervisor and it was explained that
the domain name in question was parked due to non-payment. Our customer
requested compensation, which was declined. Our customer then requested a call
from a manager.On November 24, 2015, a
customer care manager contacted our customer per their request. Clarification
of the events that transpired was provided to our customer. RESOLUTION:GoDaddy has upheld its
agreements in good faith with our customer and honored its terms of service.If the customer had
renewed their domain names prior to expiration they would not have encountered
this issue. While we sincerely appreciate the customer's business, we will not
provide compensation due to failure to manage an account and products within.Thank you again for the
opportunity to address and bring clarity to the concerns presented by our
customer.Kindest regards,Mandy O’[redacted]Office of the CEO -
[email protected][redacted]Scottsdale, AZ 85260
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Here are details why I am not satisfied with the resolution.A. They did not accept they gave all our details to [redacted] - this happened because of them.B. I dont think the management really was keen on talking and he was NOT AT ALL LISTENING -that's under the scope of Godaddy Agreement. This does not make sense.C. Did they really evaluate, investigate the calls-how many times he interpreted. He is not the CEO of Godaddy..he was not prepared to escalate also . I have attempted multiple times.D. I would like to discuss on the phone with CEO's office and explain - how I had worked and send people nice note when they are not honest.E. it is policy to Godaddy to maintain business ethics- which was not FOLLOWED AGAIN - they are stating this is not scope - it does not make sense at all.F. I would like to discuss squared away and get compensation for this harassment, mistreatment. They think they are Boss and we at their beck and call- bad attitude- I dont thin that;s possible.G. I have sent multiple emails to different supervisors- None of them really CARED TO CALL -Is that a policy of GODADDY not to care for CUSTOMERS. Am I not paying the bills? Is that not a scope - to treat customer, fair, honest, ethical, and respond to customers queries. I dont think it has happened. None of the steps were taken nor cared to call and say apologize and compensate for all this.H. They give 100 different reasons -till now they did not say why [redacted] was showing all our information - it is against [redacted] and [redacted] and [redacted] rule of providing personal privacy Violation -they are talking like this and not prepared to call and discuss- it does not makes sense. I. When they call they do not ask is the right time.They do not schedule calls-they call at their whims and fancies- Is that a policy of GodaddyJ. would be happy to call and schedule a call with them to discuss in detail and how they say that management persno called- he was not honest, ethical and he dos not care to listen - Is that scope of Godaddy not listening to customers K. is that godaddy scope of providing [redacted] to dishonest client - [redacted] - is that the ruleL. please think to yourself and consciour and answer- Let God Jesus Christ or [redacted] or [redacted] and come and check -Is the way to act? I have sent few emails to supervisor like [redacted] and others they did not care to call back -is that policy of Godaddy not calling back customers? is that the processI am prepared to discuss and call them ASAP . I sent them to discuss ASAP -they respond to you quietly without even calling me or discussing on it-it does not makes sense. It clearly to call - that's what most people are honest, will call to discuss to see how you can make the customer happy -they dont care- as you can see the way they have written and out of scope and do not call to discuss as a customer.First hting customer satisifaction is to call - which has not happend- Is that godaddys ethics or customer satisifaction way of working please thinka bout all that[redacted]
Regards,
[redacted]
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.The customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:• Universal Terms of Service• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 28, 2013 our customer purchased the domain in question with our Protected Registration and did so via an online transaction. Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a Good Faith effort to honor its agreements with the customer. Account management is a customer responsibility.GoDaddy sent renewal notices prior to the renewal on:• September 29, 2014• October 29, 2014 • November 29, 2014On December 28, 2014, the customer contacted GoDaddy’s customer support teams to remove the protected registration. Our representative then provided correct instructions to cancel the Protected Registration. Since then, our customer has completed the process of removing the Protected Registration service from their domain name.One of the features of our premium Protected Registration service is to protect against the cancellation/expiration of the domain name. Domain names which have this service cannot be canceled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.To be clear, the customer's account was not a "Premier Services Account". The service they were using is called Protected Registration. GoDaddy does not require documentation from the IRS, local and State Regulatory agencies to cancel the service. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The Protected Registration service functioned as advertised, keeping the domain from being canceled without proof of identification.We have connected with our customer and assisted them with the process of cancelling their domain name. In accordance with our refund policies, the customer has been refunded the protected registration and domain registration charges. EDUCATION:T[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Thank you for the opportunity to address our customer’s additional concerns.We stand by our original response. On June 5, 2017, GoDaddy received a complete DMCA complaint alleging that copyright infringement is taking place on our customers hosted website. This notification was submitted pursuant to the Digital Millennium Copyright Act and GoDaddy’s Copyright Infringement Policy, which can be found here:https://www.godaddy.com/agreements/showdoc.aspx?pageid=TRADMARK_COPY.GoDadd...⇄ sent a notification to our customer on June 5, 2017, informing them of the action needed on their account. We did not hear back from our customer and on June 7, 2017, we suspended the hosting plan in question.If our customer wishes to reinstate their hosting plan, they have two options. They can either provide us a full content removal statement laid out in the email sent to them on June 7, 2017, or, if they feel the complaint was made in error, they can submit a counter notification in accordance with the DMCA.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
that conversation about email service had nothing to do with the issue at hand. a web hosting service is mediocre at best. its definitely not comparable to what I can get myself and I cant use it. if it was fast, I would not need to move my site from there. now I am out of money and complain will stay unless some kind of resolution will be achieved where money are not wasted.
Thank you for the opportunity to address our customer’s additional concerns. The email referenced by our customer was not related to their Managed Wordpress hosting service with us, which remains active within their account. Rather, the email was in regard to the transfer of their domain name registration away from GoDaddy. Account management, including the cancellation of services no longer wanted or needed, is a customer responsibility. Our offer still stands to refund the latest renewal if the hosting is canceled by February 15, 2017.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
I was emailed prior to the renewal asking if I wanted to renew. I was also asked to update payment information. I DID NOT respond because I did not wish to renew. Furthermore, I went into my account THE SAME DAY it was auto-renewed as it caught me off guard! (I never checked any boxes that I wanted an auto renewal) and I chose the button that said "cancel renewal". This was the same day it was renewed. According to the terms it said cancellation had to happen within 5 days. I was under the false assumption that it was cancelled the same day. It never said I had to call anyone or I would have. I also cancelled my domain & asked for a refund via customer support after the website no longer said it was "cancelling" as it has showed each time I checked it after I hit that button. So now I have been charged $35 for an additional 2 yrs for a domain that is sitting idle. Upon Revdex.com communication you are now telling me not only will I not get my refund, but the 2 yrs I have now paid for is for a domain that is no longer there? That is criminal. Very bad business practices.
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:•GoDaddy Universal Terms of Service Agreement•GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn October 28, 2007 during an online transaction the complainant purchased the Domain Names in question for a one year term. The Domain Name have subsequently been renewed by the complainant for additional one year terms on:•October 27, 2008•October 27, 2009•October 28, 2010•October 27, 2011•October 29, 2012•October 27, 2013•November 8, 2014A domain's expiration date is not arbitrarily set by GoDaddy. The complainant chose the initial date of registration, the term of registration ((and/or consolidation or renewal). At the time of purchase (and/or consolidation or renewal) the customer had many options available to them such as recording the expiration date in their ledger or calendar. While GoDaddy sent expiration notices before and after the domain's expiration date to the customer via email GoDaddy simply has no control over what happens to the email notice after it leaves our system or how the customer's ISP or email client chooses to handle the email once they receive it. If the customer changes their email address we simply have no way of knowing what their new one is unless they inform us by updating their account. Account management and renewal of domains is solely a customer responsibility and the complainant agreed to this when they registered domains through GoDaddy. While we make a best effort to partner in our customer's success they must also be responsible for their actions or lack thereof. GoDaddy sent renewal notices prior to the most recent expiration date on:•July 30, 2015•August 29, 2015•September 28, 2015•October 13, 2015•October 23, 2015GoDaddy also sent notices after the most recent expiration date on:•October 29, 2015•November 2, 2015•November 3, 2015•November 8, 2015On the day a domain name expires, in this case October 29, 2015 the complainants agreed and purchased term of domain registration ended. The complainant only registered the domains until this date. After the complainant's agreed and purchased term of domain registration ended GoDaddy (at our own cost) provided the customer with a 42 day grace period to renew or redeem the name.On December 1, 2015 the complainant contacted GoDaddy’s Customer Care Center to request the authorization codes required to transfer the domain names in question. The complainant no longer had access to the email address they had associated with their domain names in order to receive these codes. In order to update the email address they were required to redeem their domain names. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The domain names in question are now eligible for transfer to the registrar of complainant’s choice. As a onetime exception, we have refunded $80.00 in redemption fees for the Domain Names in question. Please allow 7 to 10 days for this to reflect with their financial institution. Should the complainant require assistance transferring the domain names, they can contact our 24 hour Customer Care Center at [redacted]EDUCATION: The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:Transferring Domain Names to Another Registrarhttps://support.godaddy.com/help/article/3560/transferring-domain-names...⇄ happens after domain names expire?https://support.godaddy.com/help/article/6700/what-happens-after-domain-n...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,John M[redacted]Office of the [email protected][redacted]
Thank you for the opportunity to address our customer’s additional concerns.GoDaddy stands by its previous response. GoDaddy sent multiple notices to our customer between April and October 2017 regarding malware within their hosting account. While GoDaddy sent these notices to our customer via email, GoDaddy simply has no control over what happens to the email notice after it leaves our system or how our customer's ISP or email client chooses to handle the email once they receive it.To be clear, GoDaddy does not infect customer websites with malware; customers are highly recommended to use best practices when utilizing third party applications, such as using strong passwords, vetting third-party plug-ins, and regularly updating the application versions. Likewise, our customers must take responsibility for not following best practices, and the direct results of the actions or inaction. Our customer's inability to access the admin section of their website is a direct result of a third-party plugin our customer is utilizing.GoDaddy makes every effort to provide all available options to resolve customer concerns, from no cost solutions to optional services, and at no time was our customer forced to purchase products.On October 16, 2017, our customer canceled their subscription to WordPress Premium Support and received a full refund for the service. 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 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 Our customer is...
utilizing a free Workspace email plan. Workspace email is no longer a product GoDaddy actively offers, however it is still a supported product. Our customer appears to have been utilizing the GoDaddy iOS app to check their email account.For several months, customers have been urged via in-app messaging to switch from the GoDaddy app to Outlook Mobile to check email on their mobile device. Email will no longer be included on the GoDaddy iOS app, and our customer will need to either use our online Webmail login or utilize a mail application or the native email client on their device. Should our customer wish to sync their email folders they will need to upgrade to our IMAP email.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.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.At this time, our customer has been properly advised that our mobile application will no longer serve as an email interface. Should they need assistance in upgrading or setting up their email within a new third party application, our customer care is available 24/7 at ###-###-#### or via chat at [redacted].Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mandy O[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 April 21, 2016, our customer purchased an economy cPanel hosting plan for a...
one-year term via online transaction. On August 28, 2016, our customer upgraded this account plan to a deluxe tier for the remainder of the one-year term via online transaction.On April 21, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the hosting in question for an additional year and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent multiple renewal notices prior to the expiration date, including on March 22, 2017 and April 16, 2017, informing 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.On July 6, 2017, our customer canceled the hosting plan in question from within the account, but did not contact our Customer Care team until November 3, 2017 to request a refund.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was properly informed that the hosting account was outside of refund eligibility, however, as a goodwill gesture, GoDaddy has refunded the unused months from the hosting account, totaling $98.91, to In-Store Credit, available for future purchases with GoDaddy.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.On September 12, 2015, our customer purchased a domain and Website Builder bundle,...
each for a 1-year term. The bundle included a free SSL certificate and email plan for 1 year.On August 12, 2016, GoDaddy automatically renewed the SSL certificate for another 1-year term per our customer’s account settings in a good faith effort to honor its agreements with our customer. GoDaddy sent renewal notices on June 13, and July 13, 2016 to inform our customer their service would be renewed unless additional action was taken. On September 12, 2016, GoDaddy renewed the Website Builder and email plans for another 1-year term per our customer’s preferences, honoring its agreements. A renewal notice was sent September 2, 2016 to inform our customer the services would be renewed unless action was taken.GoDaddy provides its customers full control over renewal settings. Customers may, at any time, access their account and modify those settings. GoDaddy must also rely upon its customers for information that we would otherwise be unaware of, such as use of a new email address. Account management is a customer responsibility.GoDaddy’s support teams are available 24/7 to assist with account related concerns. Our customer had not contacted those teams prior to submitting this complaint. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office reached out to our customer via phone to discuss their concerns and clarify the events that transpired. GoDaddy submitted the applicable refund, $236.88, after our customer had canceled their services. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Technically there was no renewal, because as I stated on my complaint, the transaction was rejected by the credit card company. Due to the incompetent manner in which the transaction was processed, it triggered flags related to my credit card which resulted in the credit card being cancelled and having a new credit card issued. This caused me great inconvenience.As I stated on my complaint, subsequently, I received an e-mail from godadfdy.com indicating that if no action was taken the credit card dispute, service for the domains would be discontinued. Due to the inconvenience that I was caused by the incompetence in handling the credit card transaction, I decided to take no action since I did not want to continue with the service. I was surprised and now disgusted when I received a call from my credit card company indicating that godady.com presented "documentation" that this was an auto-renewal. As I stated on my complait this was not an auto-renewal since I had deactivated the auto-renewal option and the domains expired. Moreover, as I opreviously stated, the service was never established because the transaction was not processed by the credit card company because it raised flags which caused the credit card to be cancelled and a new one issued causing me great inconvenience. I find it unacceptable that godaddy.com sends an e-mail indicating that if I did not take any action the service would be discontinued. Based on such e-mail I took no action thinking that the service would be discontinued. Now, several months later godaddy tries to put forth some "documentation" to allege auto-renewal which never existed in the first place.I reiterate the statements that I made on my original complaint, particularly, the statements to the effect that I do not wish to renew the domain services with godaddy.com or engage in any future business with godaddy.com. As sson as I can I will be transferring the remaining domains out of godaddy.com so I do not have to deal with this entity anymore.
Regards,
[redacted]
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,
[redacted] They stated that I was refunded the money for the Get Found Product. I paid for this service and all of the inquires that I made to them, I have yet a representative state that the product was not vertified or completed. This Get Found Product has been paid in full for the quarter and yet no one would walk me through completion, when I am constantly calling in and complainting about not being found. They refunded the product rather than complete the process, Why? I would conclude that this is an example of the pick and chose whom they would like to promote in their business from their marketing techniques. This is a nationwide company and to refund $15.00, rather than satisfing the customer request to complete the process speaks volumes.
Thank you for the opportunity to address our customer's additional concerns.We stand by our previous response. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. GoDaddy also sent our customer email notifications after each renewal action as directed by our customer.We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,John M[redacted]Office of the CEO - GoDaddy
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• Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn February 22, 2015, our customer purchased a Deluxe cPanel shared hosting plan for a 3 year term via online transaction. Our customer canceled this hosting account on March 10, 2015 and was provided a refund for unused time. The payment type used for our customer’s transaction does not allow for partial refunds to the original payment method. The funds were originally returned as an In-Store Credit, available for future purchases for GoDaddy. Our customer contactedGoDaddy’s customer care team on March 11, 2015, informing our staff they wished to cash out this In-Store Credit, and a check was requested for our customer.Our customer has subsequently experienced issues with their financial institution refusing the check that has been sent to our customer. GoDaddy has worked diligently with our customer to assist them in returning their funds via check.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy’s accounting team has issued a new check to our customer, which should be received by the customer within five to six weeks. If our customer experiences any additional concerns regarding the cashing of this check, we kindly ask they contact our support teams directly for further assistance.We also appreciate our customer’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
I am not sure what godaddy used to locate the account. The email address used for Revdex.com is not the same as the one used for godaddy. Amazingly yet, following the complaint and 6 weeks after the order, they issued an email saying Payment canceled: Order [redacted].It is amazing godaddy employs these type of practices and that a supposedly technologically advanced company make use of dated accounting software that takes the money without providing a service.
Thank you for the opportunity to address our customer’s additional concerns. Our customer utilized a Mastercard on April 12, 2015 to manually renew the domain in question for a one-year term. That transaction associated that payment method with the domain for all future transactions, unless the customer manually updated the renewal settings within the account.On April 10, 2016, and April 10, 2017, the domain in question renewed for respective one-year terms to the same Mastercard from the April 2015 transaction, per our customer’s account preferences. GoDaddy provides its customers with full control over renewal preferences and customers may, at any time, log into their account and modify those preferences. GoDaddy also sent our customer email notifications of the pending renewal prior to taking renewal action as directed by our customer.We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Again, the domain in question is non-refundable. Our customer may wish to look into other options such as selling or auctioning the domain if they do not wish to keep it.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Godaddy Cancelled my domain without any reasonable reason.They do not have any specific detail why my domain has been flagged.Godaddy did not provide any evidence about the fraud is not convincing.The 10th of Feb.2018 I saw my domain was on sale on Godaddy's websites for 111 us dollars.The only fraud action is from Godaddy.I need the domain,either Godaddy please release the domain to public or send the transfer code.I feel unsafe to disclose my identity such as ID to Godaddy.The verification process is only ask me to upload my ID,and I do not feel conformable in that way.
Thank you for the opportunity to address our customer’s additional concerns. As explained in our original response, the email service is working as intended. GoDaddy will not be providing compensation. Should our customer have any new information to share supporting their claim that there is a technical issue with the email service, our support staff will gladly review it.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