Thank you for the opportunity to address our customer’s additional concerns.Contrary to our customer’s claim, the Website Design service was used, as the design work they had requested was completed and our customer published the website we built for them. As stated in our original response, our customer had the opportunity to cancel the Website Design service and request a refund prior to publishing the website.We want to resolve this amicably and while we will not be providing a refund for the design fee, we have added a second year of hosting at no cost in addition to the one year we have already provided to our customer.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 ConsultantThank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following. We stand by our previous response that GoDaddy can no longer incur the costs associated with the complainant’s failure to manage their account. Account management is a customer responsibility.The complainant has received multiple exceptions to our Refund Policy and no further exceptions will be provided. Again, GoDaddy cannot continually incur costs on the complainants’ behalf.Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone ###-###-#### Fax
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 Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 5, 2014, the complainant purchased a 2 GB Managed Linux Virtual Private Server (VPS) during an interaction with GoDaddy’s 24/7 customer care center. This purchase was for a 6 month term, ending June 5, 2015.On June 5, 2015; per the complainant’s account preferences, GoDaddy was instructed to automatically renew the service in question upon expiration and attempted to do so in a good faith effort to honor its agreements with the customer, however the service in question was not associated with a valid payment method. The renewal attempt failed and the complainant was subsequently notified by email. GoDaddy sent notices after the expiration date on:* June 5, 2015* June 10, 2015* June 15, 2015These notices informed the complainant their expired item was at risk of being canceled unless additional action was taken. Account management is a customer responsibility. GoDaddy did attempt to proactively notify the complainant of their failed service and provided ten days of service to the complainant at no cost following expiration. GoDaddy provided an additional ten days of service in a suspended status prior to the service cancellation due to nonpayment. In total, GoDaddy provided 20 days of service without payment prior to cancellation. Ultimately, the complainant did not take action and their service was canceled on June 25, 2015 due to non-payment. On July 10, 2015 the complainant contacted GoDaddy’s customer care center inquiring on the status of the service in question and was informed of its cancellation due to nonpayment. During this call, the complainant stated their account contact information was not up-to-date and they did not receive any notices. GoDaddy must rely upon its customers for information that we would otherwise be unaware of, such as the use of a new email address.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As the complainant did not opt to pay for Managed Backups with their VPS, GoDaddy would have no backups of the data in question. Additionally, the complainant acknowledged and agreed to maintaining independent data backups as part of the terms they agreed to upon purchasing and utilizing the VPS in question. While we make a best effort to partner in our customers’ successes, the complainant must also be responsible for their actions or lack thereof.If the complainant wishes to receive a refund of any eligible products in their customer account, they may wish to review our Refund Policy, and contact GoDaddy’s customer care center directly for assistance with any applicable refunds.We also 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.EDUCATION:The complainant may find the following articles from our help center useful: Refund Policy: https://www.godaddy.com/help/refund-policy-8849Thank 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]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn October 18, 2009 the complainant registered the domain name in question for a five-year term via an online transaction. During this purchase, the complainant opted to add GoDaddy's Protected Registration service to their registration. The complainant subsequently renewed the domain name for an additional one-year term during a call to GoDaddy’s Customer care Center on April 19, 2010.The Protected Registration service; which the complainant elected to add to their domain registration, is the highest level of protection for a domain name that GoDaddy offers. This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled, transferred, or have their automatic renewal disabled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.On May 5, 2015 the complainant submitted a request to cancel the Protected Registration services. As the complainant did not include the necessary documentation to support their cancellation request, our Domain Services team responded accordingly.GoDaddy proactively sent multiple notices to the complainant regarding the next scheduled renewal of the domain name. These notices were sent on the following dates:• July 20, 2015• August 19, 2015• September 18, 2015• October 3, 2015• October 13, 2015Additionally, GoDaddy’s support team proactively reached out to the complainant via phone on September 10, 2015 and provided instructions to remove the Protected Registration from the domain name. The complainant declined to act on these instructions.On October 19, 2015, GoDaddy was instructed to automatically renew the complainant's domain name and associated Protected Registration services per their account preferences and did so in a good faith effort to honor its agreements with the complainant.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The Protected Registration service functioned as advertised; keeping the domain name from being canceled or transferred without proof of identification.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.EDUCATION:The complainant may find the following articles helpful:What is Protected Registrationhttps://support.godaddy.com/help/article/1286/what-is-protected-regi...⇄ Protected Registrationhttps://support.godaddy.com/help/article/1292/canceling-protected-re...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,John McCarthyOffice of the CEO - [email protected][redacted]
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the 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: • GoDaddy Universal Terms of Service Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOur customer indicated multiple postal letters were sent to our corporate headquarters about their experience with our service levels. We are only in receipt of one copy of the letter and received this copy within the last week. Our office spoke with the customer in hopes of gathering more information however the customer needed to re-schedule our call to next week and we have agreed to this. Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. At this time our office has a scheduled call with the customer to discuss their concerns and consider this matter resolved. Regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the additional concerns presented by our customer. Contrary to our customer’s understanding, GoDaddy customer care agents cannot “close” customer accounts. Likewise, GoDaddy cannot completely remove a customer account from our system as we retain and use this information if necessary in order to comply with our legal obligations, resolve disputes, or enforce our agreements. However, once all products and payment methods have been removed from an account, the account may be placed in a “deactivated” status. This practice is discussed in our Privacy Policy located at the link below:Privacy Policy:https://www.godaddy.com/Agreements/Privacy.aspxCustomer care agents are unable to cancel products or remove payment methods on a customer’s behalf. Ultimately, account management, including product renewals, are a customer responsibility. Again, all applicable refunds have been provided to our customer.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
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.I have repeatedly explained to GoDaddy already that I did not receive their emails. They claim to have sent several emails to me which I never got. I have also explained to them that they default all donains to renew automatically which is a deceptive business practice. If they didn't deceive they wouldn't have renewals. This is shady. These tactics should be stopped. There are hundreds of complaints against them about this.very issue. I never go to their site nor do I care to do business with them. I will do a chargeback with [redacted]. They should refund my money those crooks. I didn't authorize those transactions and as far as I am concerned they are corporate theives. They should be punished. Give me back my money.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Dear Dispute Resolution Consultant, Thank you for the opportunity to shed further light on our customer’s concerns. Our records indicate that our customer’s second upgrade (from 90 GB to 120 GB of storage space) required that GoDaddy migrate the server from one platform to another with more available space. This migration completed within 5 hours of purchase. However, we cannot verify what our customer may or may not have seen prior to the upgrade. As stated previously, our customer did not contact our support staff until after the second upgrade on November 1. After the upgrade migration completed, the available space of 120 GB was verified by our server administrators. To avoid the possibility of any future confusion, we recommend that our customer contact our 24-hour Customer Care staff if they have any questions related to their server’s specifications. While we cannot find where GoDaddy erred, we hope that our customer sees our courtesy refund as the gesture of good will for which it was intended and we certainly apologize for any inconvenience the customer may have experienced. Thank you again for the opportunity to bring further clarity to the question presented by our valuable customer.Kindest Regards,[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 July 15 2010 our customer purchased a Website Builder and Standard SSL each for a...
3-year term. On May 27, 2013 our customer manually renewed their Website Builder for another 3-year term and on June 15 2013, per our customer’s account preferences, the Standard SSL automatically renewed for a 3-year term. The Website Builder renewed automatically on July 15, 2016 and the Standard SSL renewed automatically on July 30, 2016. Both in accordance with our customer’s account preferences.When a SSL is being used on a Website Builder site, and is renewed, some steps need to be taken after renewal. This is required to ensure the proper validation dates for the SSL are set so the browser being used to access the site knows the site is secure. Otherwise an “unsecure site” message will be displayed.Our customer took no action to alert us to this issue from the time their products last renewed until February 19, 2017. Our customer was correctly informed during that interaction they would need to re-publish the site to resolve it. 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. We attempted to connect with our customer to address their concerns with them, but were unsuccessful. We have followed up with our customer via email with the steps they need to take to republish their site. If they have any additional concerns our support teams can be reached 24/7 to assist at 480-505-8877.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant, Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and the GoDaddy account in question to which we would like to present the following. Prior to the purchase of products and services our customer...
acknowledged the following agreements: · Universal Terms of Service Agreement· GoDaddy Online Bookkeeping Service Agreement The latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx 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.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. We have refunded the latest Online Bookkeeping transaction fees paid by our customer. Additionally, we have provided our customer with 1 year of a new GoDaddy Online Bookkeeping plan at no cost. We are working with the customer to transfer their data to the new plan within their account. Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response. While the concerns our customer is experiencing are unfortunate, they were and are unforeseeable. As the information provided by our customer in their additional comments states, our Service Uptime Guarantee does not apply to interruptions that merely affect access to email.Our technical team is continuing to work diligently to resolve the issues our customer experienced.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO – GoDaddy
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:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 8, 2010, our customer purchased a domain transfer online to transfer the domain name in question from another registrar to GoDaddy for a five-year term. On August 18, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question upon its annual expiration and attempted to do so in a good faith effort to honor its agreements with the customer however, the customer's financial institution declined payment(s). GoDaddy sent these notices after the expiration date on:• July 18, 2015• August 12, 2015GoDaddy also sent notices after the expiration date following each of three separate failed auto-renewal attempts. These notices informed the customer their expired domain was at risk of being canceled unless additional action was taken. Account management is a customer responsibility.GoDaddy sent these notices after the expiration date on:• August 18, 2015 (Date of expiration and first failed renewal attempt)• August 22, 2015 (Second failed renewal attempt)• August 29, 2015 (Third failed renewal attempt and product cancellation)After the expiration date, GoDaddy (at our own expense) provided a 42 days grace period for our customer to renew or redeem their domain. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.The domain name correctly followed the normal expiration life-cycle, was canceled due to non-payment, and has since been acquired by another party. GoDaddy is unable to return the domain name to our customer. They may wish to contact the current registrant directly and discuss any options for re-obtaining the domain name. EDUCATION:The customer might find this article useful:What happens after domain names expire? https://support.godaddy.com/help/article/6700/what-happens-after-domain-names-ex...⇄ you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
Thank you for the opportunity to address the additional concerns presented by our customer. As previously mentioned, GoDaddy does not compensate our customers for utilizing third party support in an attempt to resolve issues with that company’s products. Our customer repeatedly indicated issues with Verizon.net email within Microsoft Outlook. GoDaddy’s 24/7 support teams would be more than happy to assist with any technical issues our customer may be experiencing with GoDaddy products or services. They are available via phone at ###-###-####.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following. The complainant acknowledged and agreed to the following agreements upon...
conducting business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Hosting Service AgreementThe latest version of these agreements can be found at: [redacted] On April 8, 2012 the complainant purchased an Economy Shared Hosting Plan for a one year term during a call to our Customer Care Center. The Hosting Plan was subsequently renewed by the complainant on a monthly basis • August 30, 2014• September 29, 2014• October 29, 2014• December 1, 2014• December 29, 2014The Complainant’s Hosting plan failed our attempt to bill the payment method of file on January 18, 2015 and January 28, 2015, the complainant had deactivated the auto-renewal function in their account. After these attempts notifications were sent to the email address on file. In addition after the most recent failed billing the hosting plan was suspended. Subsequently the Hosting Plan was cancelled on February 7, 2015 and their web content was deleted. Account management is a customer responsibility. GoDaddy provided 10 days of live site service without payment and 10 additional days of suspended site service prior to cancellation of the hosting plan. 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.RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. As a onetime exception we have provided the complainant with 3 months of an Economy Shared Hosting plan and restored their content. At this time the complainant has redirected their domain name to another hosting provider. Should the complainant desire to access the hosting plan we have provided them with they can contact our 24 Hour Customer Care Center at ###-###-####.EDUCATION:The following GoDaddy Support articles will be helpful in the future to the complainant regarding managing product renewals. Managing Renewals for Products and Services[redacted] Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address 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 January 23, 2017, our customer purchased GoDaddy’s Premium eCommerce Website...
Design service. The software utilized for these website designs is Wordpress and WooCommerce. While Wordpress is open source and free, WooCommerce is a paid platform. GoDaddy covers the initial cost for WooCommerce. Customers are responsible for future updates released by WooCommerce, and any payments WooCommerce may require to receive such updates.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy did install the version of the WooCommerce subscription plugin that was available at the time of the initial site design. Since that time, WooCommerce has released several newer versions of this plugin. Any payments made by our customer for an updated version of the plugin would have been paid to WooCommerce, not GoDaddy. Our customer did pay GoDaddy for an optional service to have us install on their behalf the newer version of the subscriptions plugin they obtained directly from WooCommerce.While we understand their frustration, GoDaddy completed the work paid for by our customer and will not be providing a retroactive discount. However, as a gesture of good faith, GoDaddy has added three months to the hosting service for their site at no cost.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company's response is nothing more than a canned message and not acceptance of its failure to honor promotional codes for discounts for current and potential new clients. I will be looking to move my business to a more reputable company who cares more about honoring its promotional discounts than advertising for new clients with cheap rates to hook them into signing up for long term commitments.
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.
I never agreed to automatically renew my account.I would like to see a contract I signed stating otherwise.
Regards,
[redacted]
Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspx The domain name in question was never registered to our customer via their GoDaddy account. On March 27, 2015 our customer purchased a transfer for the domain in question via online transaction. A domain transfer allows a registrant to move the domain(s) from one registrar (such as GoDaddy) to another.The domain transfer process requires that the registrant take specific steps to move a domain. Multiple emails were sent to the domain’s administrative contact outlining these steps. These steps were not acted upon in a timely manner. As our customer did not complete the domain transfer process within 30 days, the transfer failed. Our customer did not attempt to reinitiate this process. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.It appears the domain may have expired with its previous registrar and was acquired by a third party. While GoDaddy is currently the registrar of record for the domain in question, it has no affiliation with the domain’s registrant. If our customer wishes to reacquire the domain, they have multiple options to consider, including contacting the current registrant directly in an attempt to negotiate a potential sale.GoDaddy will not provide the domain to our customer, nor will we compensate our customer for the amount they have requested, as this domain was never transferred to GoDaddy by our customer. We have refunded the failed transfer in question, as it was never completed.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns. Again, GoDaddy 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. If our 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 is a customer responsibility.As previously stated, our customer can cancel the Website Builder in question for a refund of any unused months, and can contact us via [email protected] once canceled, to request the refund.For any additional charges on our customer’s account, they can contact our customer care team at any time at 480-505-8877 or via the contact options at https://godaddy.com/contact-us.aspx.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
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.In August, 2016 our customer contacted our hosting support team multiple times...
due to problems they experienced receiving email messages to email accounts created within their cPanel Web-hosting plan. It was determined the issue was caused by incorrect permissions our customer had within the home directory of their hosting plan. On February 28, 2017 our customer contacted our support teams with problems sending email messages via their hosing plan. It was again determined our customer’s permissions associated with a folder in their 'home' directory were incorrect. Our hosting team resolved the problem for our customer.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The hosting plan in question functioned as intended. Our customer’s permissions within their home directory caused the email issue experienced. It is likely our customer made an update or change that modified the permissions for their website content folder. GoDaddy does not manage or modify the contents within the associated site content directory. GoDaddy worked vigorously to diagnose and resolve all of the technical issues our customer was experiencing. As a one-time courtesy and gesture of goodwill, GoDaddy has extended our customer’s hosting plan for a 1-month term at no cost. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,GaryH[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns.Contrary to our customer’s claim, the Website Design service was used, as the design work they had requested was completed and our customer published the website we built for them. As stated in our original response, our customer had the opportunity to cancel the Website Design service and request a refund prior to publishing the website.We want to resolve this amicably and while we will not be providing a refund for the design fee, we have added a second year of hosting at no cost in addition to the one year we have already provided to our customer.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 ConsultantThank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following. We stand by our previous response that GoDaddy can no longer incur the costs associated with the complainant’s failure to manage their account. Account management is a customer responsibility.The complainant has received multiple exceptions to our Refund Policy and no further exceptions will be provided. Again, GoDaddy cannot continually incur costs on the complainants’ behalf.Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone ###-###-#### Fax
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 Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 5, 2014, the complainant purchased a 2 GB Managed Linux Virtual Private Server (VPS) during an interaction with GoDaddy’s 24/7 customer care center. This purchase was for a 6 month term, ending June 5, 2015.On June 5, 2015; per the complainant’s account preferences, GoDaddy was instructed to automatically renew the service in question upon expiration and attempted to do so in a good faith effort to honor its agreements with the customer, however the service in question was not associated with a valid payment method. The renewal attempt failed and the complainant was subsequently notified by email. GoDaddy sent notices after the expiration date on:* June 5, 2015* June 10, 2015* June 15, 2015These notices informed the complainant their expired item was at risk of being canceled unless additional action was taken. Account management is a customer responsibility. GoDaddy did attempt to proactively notify the complainant of their failed service and provided ten days of service to the complainant at no cost following expiration. GoDaddy provided an additional ten days of service in a suspended status prior to the service cancellation due to nonpayment. In total, GoDaddy provided 20 days of service without payment prior to cancellation. Ultimately, the complainant did not take action and their service was canceled on June 25, 2015 due to non-payment. On July 10, 2015 the complainant contacted GoDaddy’s customer care center inquiring on the status of the service in question and was informed of its cancellation due to nonpayment. During this call, the complainant stated their account contact information was not up-to-date and they did not receive any notices. GoDaddy must rely upon its customers for information that we would otherwise be unaware of, such as the use of a new email address.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As the complainant did not opt to pay for Managed Backups with their VPS, GoDaddy would have no backups of the data in question. Additionally, the complainant acknowledged and agreed to maintaining independent data backups as part of the terms they agreed to upon purchasing and utilizing the VPS in question. While we make a best effort to partner in our customers’ successes, the complainant must also be responsible for their actions or lack thereof.If the complainant wishes to receive a refund of any eligible products in their customer account, they may wish to review our Refund Policy, and contact GoDaddy’s customer care center directly for assistance with any applicable refunds.We also 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.EDUCATION:The complainant may find the following articles from our help center useful: Refund Policy: https://www.godaddy.com/help/refund-policy-8849Thank 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]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn October 18, 2009 the complainant registered the domain name in question for a five-year term via an online transaction. During this purchase, the complainant opted to add GoDaddy's Protected Registration service to their registration. The complainant subsequently renewed the domain name for an additional one-year term during a call to GoDaddy’s Customer care Center on April 19, 2010.The Protected Registration service; which the complainant elected to add to their domain registration, is the highest level of protection for a domain name that GoDaddy offers. This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled, transferred, or have their automatic renewal disabled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.On May 5, 2015 the complainant submitted a request to cancel the Protected Registration services. As the complainant did not include the necessary documentation to support their cancellation request, our Domain Services team responded accordingly.GoDaddy proactively sent multiple notices to the complainant regarding the next scheduled renewal of the domain name. These notices were sent on the following dates:• July 20, 2015• August 19, 2015• September 18, 2015• October 3, 2015• October 13, 2015Additionally, GoDaddy’s support team proactively reached out to the complainant via phone on September 10, 2015 and provided instructions to remove the Protected Registration from the domain name. The complainant declined to act on these instructions.On October 19, 2015, GoDaddy was instructed to automatically renew the complainant's domain name and associated Protected Registration services per their account preferences and did so in a good faith effort to honor its agreements with the complainant.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The Protected Registration service functioned as advertised; keeping the domain name from being canceled or transferred without proof of identification.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.EDUCATION:The complainant may find the following articles helpful:What is Protected Registrationhttps://support.godaddy.com/help/article/1286/what-is-protected-regi...⇄ Protected Registrationhttps://support.godaddy.com/help/article/1292/canceling-protected-re...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,John McCarthyOffice of the CEO - [email protected][redacted]
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the 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: • GoDaddy Universal Terms of Service Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOur customer indicated multiple postal letters were sent to our corporate headquarters about their experience with our service levels. We are only in receipt of one copy of the letter and received this copy within the last week. Our office spoke with the customer in hopes of gathering more information however the customer needed to re-schedule our call to next week and we have agreed to this. Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. At this time our office has a scheduled call with the customer to discuss their concerns and consider this matter resolved. Regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the additional concerns presented by our customer. Contrary to our customer’s understanding, GoDaddy customer care agents cannot “close” customer accounts. Likewise, GoDaddy cannot completely remove a customer account from our system as we retain and use this information if necessary in order to comply with our legal obligations, resolve disputes, or enforce our agreements. However, once all products and payment methods have been removed from an account, the account may be placed in a “deactivated” status. This practice is discussed in our Privacy Policy located at the link below:Privacy Policy:https://www.godaddy.com/Agreements/Privacy.aspxCustomer care agents are unable to cancel products or remove payment methods on a customer’s behalf. Ultimately, account management, including product renewals, are a customer responsibility. Again, all applicable refunds have been provided to our customer.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
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.I have repeatedly explained to GoDaddy already that I did not receive their emails. They claim to have sent several emails to me which I never got. I have also explained to them that they default all donains to renew automatically which is a deceptive business practice. If they didn't deceive they wouldn't have renewals. This is shady. These tactics should be stopped. There are hundreds of complaints against them about this.very issue. I never go to their site nor do I care to do business with them. I will do a chargeback with [redacted]. They should refund my money those crooks. I didn't authorize those transactions and as far as I am concerned they are corporate theives. They should be punished. Give me back my money.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Dear Dispute Resolution Consultant, Thank you for the opportunity to shed further light on our customer’s concerns. Our records indicate that our customer’s second upgrade (from 90 GB to 120 GB of storage space) required that GoDaddy migrate the server from one platform to another with more available space. This migration completed within 5 hours of purchase. However, we cannot verify what our customer may or may not have seen prior to the upgrade. As stated previously, our customer did not contact our support staff until after the second upgrade on November 1. After the upgrade migration completed, the available space of 120 GB was verified by our server administrators. To avoid the possibility of any future confusion, we recommend that our customer contact our 24-hour Customer Care staff if they have any questions related to their server’s specifications. While we cannot find where GoDaddy erred, we hope that our customer sees our courtesy refund as the gesture of good will for which it was intended and we certainly apologize for any inconvenience the customer may have experienced. Thank you again for the opportunity to bring further clarity to the question presented by our valuable customer.Kindest Regards,[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 July 15 2010 our customer purchased a Website Builder and Standard SSL each for a...
3-year term. On May 27, 2013 our customer manually renewed their Website Builder for another 3-year term and on June 15 2013, per our customer’s account preferences, the Standard SSL automatically renewed for a 3-year term. The Website Builder renewed automatically on July 15, 2016 and the Standard SSL renewed automatically on July 30, 2016. Both in accordance with our customer’s account preferences.When a SSL is being used on a Website Builder site, and is renewed, some steps need to be taken after renewal. This is required to ensure the proper validation dates for the SSL are set so the browser being used to access the site knows the site is secure. Otherwise an “unsecure site” message will be displayed.Our customer took no action to alert us to this issue from the time their products last renewed until February 19, 2017. Our customer was correctly informed during that interaction they would need to re-publish the site to resolve it. 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. We attempted to connect with our customer to address their concerns with them, but were unsuccessful. We have followed up with our customer via email with the steps they need to take to republish their site. If they have any additional concerns our support teams can be reached 24/7 to assist at 480-505-8877.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant, Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and the GoDaddy account in question to which we would like to present the following. Prior to the purchase of products and services our customer...
acknowledged the following agreements: · Universal Terms of Service Agreement· GoDaddy Online Bookkeeping Service Agreement The latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx 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.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. We have refunded the latest Online Bookkeeping transaction fees paid by our customer. Additionally, we have provided our customer with 1 year of a new GoDaddy Online Bookkeeping plan at no cost. We are working with the customer to transfer their data to the new plan within their account. Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response. While the concerns our customer is experiencing are unfortunate, they were and are unforeseeable. As the information provided by our customer in their additional comments states, our Service Uptime Guarantee does not apply to interruptions that merely affect access to email.Our technical team is continuing to work diligently to resolve the issues our customer experienced.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO – GoDaddy
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:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 8, 2010, our customer purchased a domain transfer online to transfer the domain name in question from another registrar to GoDaddy for a five-year term. On August 18, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question upon its annual expiration and attempted to do so in a good faith effort to honor its agreements with the customer however, the customer's financial institution declined payment(s). GoDaddy sent these notices after the expiration date on:• July 18, 2015• August 12, 2015GoDaddy also sent notices after the expiration date following each of three separate failed auto-renewal attempts. These notices informed the customer their expired domain was at risk of being canceled unless additional action was taken. Account management is a customer responsibility.GoDaddy sent these notices after the expiration date on:• August 18, 2015 (Date of expiration and first failed renewal attempt)• August 22, 2015 (Second failed renewal attempt)• August 29, 2015 (Third failed renewal attempt and product cancellation)After the expiration date, GoDaddy (at our own expense) provided a 42 days grace period for our customer to renew or redeem their domain. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.The domain name correctly followed the normal expiration life-cycle, was canceled due to non-payment, and has since been acquired by another party. GoDaddy is unable to return the domain name to our customer. They may wish to contact the current registrant directly and discuss any options for re-obtaining the domain name. EDUCATION:The customer might find this article useful:What happens after domain names expire? https://support.godaddy.com/help/article/6700/what-happens-after-domain-names-ex...⇄ you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
Thank you for the opportunity to address the additional concerns presented by our customer. As previously mentioned, GoDaddy does not compensate our customers for utilizing third party support in an attempt to resolve issues with that company’s products. Our customer repeatedly indicated issues with Verizon.net email within Microsoft Outlook. GoDaddy’s 24/7 support teams would be more than happy to assist with any technical issues our customer may be experiencing with GoDaddy products or services. They are available via phone at ###-###-####.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following. The complainant acknowledged and agreed to the following agreements upon...
conducting business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Hosting Service AgreementThe latest version of these agreements can be found at: [redacted] On April 8, 2012 the complainant purchased an Economy Shared Hosting Plan for a one year term during a call to our Customer Care Center. The Hosting Plan was subsequently renewed by the complainant on a monthly basis • August 30, 2014• September 29, 2014• October 29, 2014• December 1, 2014• December 29, 2014The Complainant’s Hosting plan failed our attempt to bill the payment method of file on January 18, 2015 and January 28, 2015, the complainant had deactivated the auto-renewal function in their account. After these attempts notifications were sent to the email address on file. In addition after the most recent failed billing the hosting plan was suspended. Subsequently the Hosting Plan was cancelled on February 7, 2015 and their web content was deleted. Account management is a customer responsibility. GoDaddy provided 10 days of live site service without payment and 10 additional days of suspended site service prior to cancellation of the hosting plan. 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.RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. As a onetime exception we have provided the complainant with 3 months of an Economy Shared Hosting plan and restored their content. At this time the complainant has redirected their domain name to another hosting provider. Should the complainant desire to access the hosting plan we have provided them with they can contact our 24 Hour Customer Care Center at ###-###-####.EDUCATION:The following GoDaddy Support articles will be helpful in the future to the complainant regarding managing product renewals. Managing Renewals for Products and Services[redacted] Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address 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 January 23, 2017, our customer purchased GoDaddy’s Premium eCommerce Website...
Design service. The software utilized for these website designs is Wordpress and WooCommerce. While Wordpress is open source and free, WooCommerce is a paid platform. GoDaddy covers the initial cost for WooCommerce. Customers are responsible for future updates released by WooCommerce, and any payments WooCommerce may require to receive such updates.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy did install the version of the WooCommerce subscription plugin that was available at the time of the initial site design. Since that time, WooCommerce has released several newer versions of this plugin. Any payments made by our customer for an updated version of the plugin would have been paid to WooCommerce, not GoDaddy. Our customer did pay GoDaddy for an optional service to have us install on their behalf the newer version of the subscriptions plugin they obtained directly from WooCommerce.While we understand their frustration, GoDaddy completed the work paid for by our customer and will not be providing a retroactive discount. However, as a gesture of good faith, GoDaddy has added three months to the hosting service for their site at no cost.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company's response is nothing more than a canned message and not acceptance of its failure to honor promotional codes for discounts for current and potential new clients. I will be looking to move my business to a more reputable company who cares more about honoring its promotional discounts than advertising for new clients with cheap rates to hook them into signing up for long term commitments.
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.
I never agreed to automatically renew my account.I would like to see a contract I signed stating otherwise.
Regards,
[redacted]
Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspx The domain name in question was never registered to our customer via their GoDaddy account. On March 27, 2015 our customer purchased a transfer for the domain in question via online transaction. A domain transfer allows a registrant to move the domain(s) from one registrar (such as GoDaddy) to another.The domain transfer process requires that the registrant take specific steps to move a domain. Multiple emails were sent to the domain’s administrative contact outlining these steps. These steps were not acted upon in a timely manner. As our customer did not complete the domain transfer process within 30 days, the transfer failed. Our customer did not attempt to reinitiate this process. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.It appears the domain may have expired with its previous registrar and was acquired by a third party. While GoDaddy is currently the registrar of record for the domain in question, it has no affiliation with the domain’s registrant. If our customer wishes to reacquire the domain, they have multiple options to consider, including contacting the current registrant directly in an attempt to negotiate a potential sale.GoDaddy will not provide the domain to our customer, nor will we compensate our customer for the amount they have requested, as this domain was never transferred to GoDaddy by our customer. We have refunded the failed transfer in question, as it was never completed.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns. Again, GoDaddy 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. If our 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 is a customer responsibility.As previously stated, our customer can cancel the Website Builder in question for a refund of any unused months, and can contact us via [email protected] once canceled, to request the refund.For any additional charges on our customer’s account, they can contact our customer care team at any time at 480-505-8877 or via the contact options at https://godaddy.com/contact-us.aspx.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
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.In August, 2016 our customer contacted our hosting support team multiple times...
due to problems they experienced receiving email messages to email accounts created within their cPanel Web-hosting plan. It was determined the issue was caused by incorrect permissions our customer had within the home directory of their hosting plan. On February 28, 2017 our customer contacted our support teams with problems sending email messages via their hosing plan. It was again determined our customer’s permissions associated with a folder in their 'home' directory were incorrect. Our hosting team resolved the problem for our customer.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The hosting plan in question functioned as intended. Our customer’s permissions within their home directory caused the email issue experienced. It is likely our customer made an update or change that modified the permissions for their website content folder. GoDaddy does not manage or modify the contents within the associated site content directory. GoDaddy worked vigorously to diagnose and resolve all of the technical issues our customer was experiencing. As a one-time courtesy and gesture of goodwill, GoDaddy has extended our customer’s hosting plan for a 1-month term at no cost. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,GaryH[redacted]Office of the CEO - GoDaddy