GoDaddy.com

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 AgreementHosting Agreement The latest

version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December

3 2015, the complainant was contacted by our Network Violations Team with regards

to their hosting plan over utilizing the CPU resources within the shared

hosting environment they were on.  Specifically, the hosting plan had been

found to be set up and utilized as a file repository. The complainant

maintained full access to their hosting space to allow them to address the

matter and was informed their hosting account would be reviewed again on

December 9, 2015.  The notice informed the complainant that on that date,

if they have not brought their files per directory into compliance, their

hosting plan might be suspended.  Account management is a customer

responsibility.On December

11, 2015, due to the serious nature of this situation and lack of action from

the complainant, it was necessary to suspend their hosting account to protect

our network and its usage for other customers. FTP access remained available to

the complainant to allow them access to their files and address the matter.While the

complainant has an unlimited hosting plan, per the Hosting Agreement which the

customer agreed to at the time of purchase, they agreed that the hosting

account would not be used for the storing and archiving of files not related to

their website.RESOLUTION:GoDaddy has

upheld its agreements in good faith with the complainant and honored its terms

of service.The

complainant was provided until December 11, 2015 to remove the files in

question from the shared hosting environment.  As the complainant has requested a refund of their hosting account, we

will provide a refund of any unused, full months they may have paid in advance.

Once cancelled, the complainant can request a refund by emailing our office at

[email protected] you

again for the opportunity to address and bring clarity to the concerns

presented by the complainant.Kindest regards,Ken C[redacted]Office of

the CEO - [email protected][redacted]

Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https[redacted]

On October 29, 2010, our customer purchased a hosting plan and...

domain name for a one-year term, and has renewed the products since, maintaining an active website. On multiple calls in September 2016, our customer discussed dissatisfaction with their current website, built by a third party. Consultations led to our customer’s eventual purchase of Website Builder on October 24, 2016 to rebuild their site. During the October 24 interaction, our customer was advised of the upcoming renewal of their existing hosting plan occurring October 29, 2016.On October 28, 2016, our customer inquired on our refund policy for Website Builder, and was properly advised of the timeframe. As our customer had not yet completed the rebuild of their site on Website Builder, it was suggested to renew the hosting plan monthly. Our customer acknowledged and manually renewed the web hosting for a one-month term. The hosting automatically renewed for a one-month term on November 29, 2016.On December 1, 2016, our customer indicated their plans to rebuild the website had fallen through and would not be moving forward. At that time, they renewed their web hosting plan, which contained their current site, for a one-year term.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was properly advised multiple times regarding refund time frames for the Website Builder product, and the most recent request was not refund eligible. As the Website Builder is no longer refund eligible, our customer can utilize the Website Builder for any project which they see fit. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On September 14, 2016, our customer contacted GoDaddy via phone...

regarding an email renewal notice they had received from us. The email service in question hosted email for multiple domains. This interaction ended with no action taken by the customer, as they expressed they would follow up with their IT team first before deciding on whether to keep the email service referenced in the renewal notice. At no time did our customer instruct us to not renew their email service.On September 20, 2016, 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 our customer. Account management is a customer responsibility.On October 28, 2016, our customer contacted GoDaddy for the first time regarding the renewal of their email service. After reviewing their account with support staff, our customer decided to cancel their email plan and was shown the steps to do so. Our customer was advised by our support staff they would be issued a refund despite the product being outside of the refund eligibility period. As such, the refund request submitted by support staff was denied, per our Refund Policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time exception to our Refund Policy, we have issued a refund to honor the offer made by our support staff.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.However, I would like to add, 1) I did not request the "Protected" status of my account, 2) I tried numerous times to explain this to GoDaddy via phone and email whle attempting to cancel services, 3) Godaddy (along w many other companies) send numerous emails on a regular basis making the import emails difficult to funnel out 4) their online system continually rejected my attempts to cancel my account, 5) if it were not for the Revdex.com's help GoDaddy would never have refunded me, 6) there are probably thousands of people experiencing this daily from this company.

Regards,[redacted]

Dear Dispute Resolution Consultant,

Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.  We have reviewed this matter and would like to present the following.

The complainant acknowledged and agreed to the...

following agreements upon conducting business with GoDaddy:

·        Universal Terms of Service Agreement

·        Domain Name Registration Agreement

·        Domain Name Proxy Agreement

The most recent version of these agreements can be found at the following URL: https://www.godaddy.com/legal-agreements.aspx

The complainant purchased multiple domains with Protected Registration in February and March of 2012, and has subsequently renewed them annually by instructing GoDaddy via their account preferences. Domains which have Protected Registration cannot be canceled or expire until the Protected Registration service is canceled. 

RESOLUTION:

GoDaddy upheld its agreements in good faith and honored its terms of service.

The Protected Registration service functioned as advertised and intended in this case, to keep the domain from being canceled or transferred to another registrar without proof of identification. 

Prior to filing this Revdex.com complaint, the complainant provided the requested documentation and the Protected Registration service has since been canceled.  As a gesture of goodwill, we have refunded the most recent Protected Registration renewals totaling $51.28.

If the complainant has any questions on how their information is handled, we ask they review our Privacy Policy located at the following link:

https://www.godaddy.com/Agreements/Privacy.aspx

Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.?

Kindest Regards,

Office of the CEO – GoDaddy

[redacted]@GoDaddy.com

###-###-#### Phone

###-###-#### Fax

I have been a godaddy customer, and recently began assisting one of my friends with a website they host at godaddy. I maintain their website via godaddy's hosting service, and have repeatedly received error message after error message that "No file found" while trying to access the pages hosted on this site. I also am unable to get assistance with this via chat (due to NO toll-free number) with an agent to advise them of the issue with their server disconnecting with this website. I am at a loss with this non-sense and hope to get assistance with Revdex.com, or at least hope to let godaddy know that their server hosting "[redacted]" is malfunctioning with connection, or unreliable at best! Thanks for your time.

Dear Dispute Resolution Consultant, Thank you for bringing this matter to our attention. We have reviewed the complainant's correspondence and the GoDaddy account in question to which we would like to present the following. This rebuttal is unrelated to the original issue and is an attempt by the complainant to reopen previously resolved Revdex.com Complaint IID# [redacted].  Our response to that rebuttal stated that the complaint's requests fall outside the scope of our Universal Terms of Service Agreement and are unrelated to our products and services. GoDaddy has made the decision to end our relationship with the complainant.  The complainant, in our determination, was abusive when interacting with our staff. As we have advised the complainant multiple times, we will be happy to assist the complainant in transferring their domain name to another registrar. We have unlocked their domain and emailed them the required EPP code (authorization code) needed for this process.  Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards[redacted]

I saw the post to the Revdex.com by Godaddy saying Godaddy would honor the two years for the price of one year paid for my 31 domains, but upon checking my account this morning, that change has not been made or reflected because the domains still have an expiration date of 2015, not 2016.  If the change had been made, then I would accept that Godaddy resolved the complaint and honored what their representative told me.

 

I have included the following responses directly from the business (Godaddy) in reference to complaint ID 10041778.  Ken, a representative from Godaddy, and I have traded emails.  These emails are posted below.  I'm not interested in speaking with people from Godaddy until they add the extra year to all my domain accounts as they stated they'd do to the Revdex.com.  Only then will a satisfactory resolution occur. At this point, I have no choice but to reject the business response until the extra years are credited on my account.  Honoring their word would be a just and agreeable resolution to my complaint. 

Regards,

Here is the email thread:

Regarding your recent Revdex.com complaintInboxxThe Office of The CEO GoDaddy <[redacted]>May 9 (6 days ago)to me

Dear [redacted],

Your recent Revdex.com correspondence has come to the attention of GoDaddy’s Office of the CEO.

I attempted to connect with you at the number listed on your account, but was only able to leave a message.

I am in the office today until 2PM MST and would appreciate the opportunity to speak with you. If we are unable to connect today, I will be in the office Saturday and Sunday. Typically, I am available Tuesday through Saturday from 5AM to 2PM MST. Feel free to reply with a time and number I may reach you at and I will make every effort to connect with you at the requested time.

Best Regards,

Office of the CEO - GoDaddy

[redacted]

This email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.

[redacted] <[redacted]>May 10 (5 days ago)to Office

Hi Ken,

Thank you for your call yesterday, but I was out of the office.  I am normally available Monday through Friday 8am to 5pm EST.  

I would welcome the opportunity to speak with you if you have a resolution to my complaint.  I really am not interested in anything other than GoDaddy honoring what your advertising stated and your telephone representative confirmed, which is I would receive two years for the price I paid for one year of domain transfer.  I am sure you can understand why I am not interested in purchasing more products "at a discount" when my initial purchasing experience was unsatisfactory, and a different representative, Austin, confirmed by listening to a recording that I was told by a GoDaddy representative that I would receive two years for a one year payment prior to me purchasing.  It felt like a bait and switch transaction, and I involved the Revdex.com only after attempting to resolve it with GoDaddy directly.  I welcome your efforts to make this right.

Regards,

The Office of The CEO GoDaddyMay 10 (5 days ago)to me

[redacted],

Thank you for your reply.

As you indicated your available Monday-Friday, is there a good day and time I can reach you next week? I will be in the office on Tuesday-Thursday this next week. If those days do not work for you, please let me know and I can ask one of my colleagues to reach out to you at the requested time.

I certainly understand your concerns and would appreciate the opportunity to discuss and address them with you.

I look forward to speaking with you.The Office of The CEO GoDaddy4:05 PM (19 hours ago)to [redacted], me

[redacted],

I attempted to connect with you via phone today and was only able to leave a message. I will be in the office until 2PM PDT today and will be in the office tomorrow from 5AM to 2PM PDT and will be out off the office from Friday to Wednesday.

Feel free to reply with a time and number we may reach you out. If the times I am available do not work for you please let me know. If this is the case, I will have one of my colleagues to reach out to you at the requested time.

We look forward to speaking with you

Best Regards,

Office of the CEO - GoDaddy

[redacted]

This email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.

Thank you for the opportunity to address our customer’s additional concerns.
We stand by our previous response. All transactions that were eligible for a refund have been provided.
GoDaddy was instructed to automatically renew the products in question and did so in a good faith effort to honor its agreements with our customer. Notices were proactively sent prior to the renewals and receipts were emailed following the renewals. As previously stated, account management is a customer responsibility.
Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,
Ken C[redacted]Office of the CEO - GoDaddy

I've changed security code several times @ GoDaddy request according to their instructions, still thinking it's something on my end, immediately after I changed my code the site builder design was sabotaged again. None had the new code I just made none had the web address it was never published on the net. I didn't worry about it much I thought it'll work itself out -it hasn't- I published it to the net- its only gotten worst more blatant. As I spoke to several reps over the last 10 mths or so I REALIZED godaddy's the culprit when, following their instructions on phone I made minor adjustments to the design, hit publish to add to the site, those adjustments were either not made or there were other design issues that occurred which, amidst the fan running unusually high and the cpu processing in over drive, took about 2 min to make minor design change, save it, and hit publish and 9 min. for changes to finally publish, originally it took over 30 min to publish. I witnessed the font change colors into midnight blue by itself and add/remove/change around content when page resetted. I witnessed mouse pointer move/disappear by itself on the screen with the rep on the same page as me, trying to convince me that site is fine. After they realize people were w/me, witnessing the process, they changed their tune to claim it was a security breach I need to again change code. I said we've been on the phone and on site together who could have could have done that while I’m logged in. I recorded the conversations, design changes, results, and suggestions. In real time video and audio, design changes were/weren't being made to site when published on net even w/the rep on the phone. It prompted me to call Revdex.com for a resolution to notify the public. Changes are still happening to site ex. a lot of extra white space at the bottom/the number 72 shows up on some pages/images are missing/etc. I haven't signed into godaddy since trying to resolve these problems a few of days ago.

It is in fact true that I was able to transfer my domain name out of GoDaddy, and for them allowing that, I appreciate it.
 
However the only issue I have remaining (and I did try to reach out to the Revdex.com to update my complaint, to reflect this new information) is that I was basically in a position where I had to renew my domain name, as it was set to expire 2/24/16 and it was set to "be transferrable" 2/20/16 - with that said, I paid 17.17 to renew the domain name for one year, not knowing first and foremost if GoDaddy was going ot release my domain, and I did not want it to expire on 2/24/16 in the case that I had to wait until 2/20/16, and if said transfer took longer than 3-4 days I'd have lost the domain.
 
My new domain registrar has advised that I request GoDaddy refund me the 17.17 -- and from what I was able to find (and I could be wrong, I'll be honest and say that I'm not 100% sure, since it seems GoDaddy's terms change on the fly) -- but their website shows that if a request is made for a refund on a renewal within 48 hours, it will be refunded.
 
I do not however know if that applies in my case or in which scenarios is does. With that said, I would appreciate the refund, since again going by the information I had before me -- domain can't be transferred until 2/20/16, domain expires 2/24/16 -- I did what I felt I needed to do (thinking that in the end they were not going to let me move it until 2/20/16 anyhow) and renewed the domain.
 
If they can take care of this as a credit back to my credit card, I would be immensely grateful.
 
Thank you.

This is not entirely true. I have proof.

Dear Revdex.com,
 I purchased the 3 original domains, [redacted], and [redacted] with a prepaid visa card which was purchased from Walmart. I purchased the additional 12 names with my bank card. My bank card money was refunded and my names immediately put back on the open market, and my account suspended. I have never received a refund for my original purchase. They fully know that. It is a prepaid gift card. They mention that I called them once. In actuality, I called them twice. I explained to them that I am on disability. This has called great stress and I am currently in counseling for it. They owe me a complete refund for the 3 original names.......with damages and interest. The appropriate governmental disability advocates are awaiting confirmation of my counseling in order to further pursue the fraudulent and inhumane way I have been subjected to. I had offered to fax or mail a copy of my drivers license. I told them I had no smart phone and no scanner. After hearing this, they demanded a scanned electronic copy of my drivers license, which, upon receiving, they would consider reinstating my account. They have refused to discuss refunding my money or returning my domain names. Their response is entirely unacceptable. Their executive bonuses should not be coming from stolen disability money. 
[redacted] ###-###-####

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.GoDaddy representative falsely represented there product Getfound at the point of sale stating it would be in full function within 7-10 days. Two other Godaddy representatives representative similarly did same shortly thereafter.There are several other misrepresentations regarding this product and lack of information needed to set up the get found product, causing several hours on the phone with Godady representatives.To Revdex.com:  The only way for either party to prove Godaddy misrepresented their product would be to listen to the audio recordings, if there are any. Otherwise is would be a guess.In March of 2015, I was speaking to Godaddy representative [redacted]. I was transferred to a supervisor named [redacted] who agreed to refund me the whole amount if paid, or a credit of one month. He convince me to wait. I did.Recently I asked for a month credit due to it taking longer than represented from start. The product is still not functioning as promised, so I am requiring two things:1)  A full refund;    2)   Speak to [redacted] about the way it was sold to me.Godaddy, you have nothing to support to Revdex.com you misrepresented your product! So don't try unless you provide a recording to both Revdex.com and me. If you provide me with a written statement from the person who initially sold me the Getfound product, he will likely lie, if there is no such recording.Godaddy prevents costomers from complaining to management. They don't care if their product is misrepresented. If they cared, they would have a customer service department to help smooth out issues of misrepresentation, etc.[redacted],[redacted]

THis was a crap product and did not live up to GO Daddy's promises.  Nor was the customer service helpful. I have been trying to cancel this for 2 months and at NO TIME until now has GO DADDY mentioned I could cancel the service.  I will accept a 10 month credit as I have been trying to get a refund for atleast 2 months. To offer me only an 8 month credit does not consider the delayed responses from Go Daddy to resolve this issue.

My business credit card temporarily went expired on my GoDaddy.com account, which I've had in good standing for 6 years. When I received notice by email that my card was expired, I adjusted the expiration date to the new one within a day or two. My account does not show any past-due, collections, or any other derogatory information. However, I ended up getting letters from an unknown (to me) third party stating that my business was sent to collections (on the date of my bill's due date mind you). After receiving two of these, I decided that I'll just double check with GoDaddy by calling them. The billing support had no information on my account that anything was wrong, and had no idea who the third-party collections was. So I decided that it was a phishing scam, and posted a Revdex.com to alert others. The company replied and did due diligence to contact GoDaddy, and I ended up receiving a call from a "supervisor" at GoDaddy to email him. Ok, cool, I can do that and it's documented. I email him and he just replies with a pasted quote from their (hidden) policy regarding the third-party collections company they work with. I reply to him asking him what I'm supposed to do with that and what he's looking for from me, and I have not heard back.

This review is intended to alert others of my experience, and that I have done my research to see if/why my GoDaddy account was in collections, with no clear notification or call-out. My discovery was that the third-party covers the amount being billed after a failed attempt, and so it will look like your account is fine, but then you immediately get collection notices. For the record, I am on auto-pay with GoDaddy. I am looking to pay the amount owed to the third-party, and am not trying to get out of that, but that I think it's very poor service and procedure to not mark a payment as being covered and posting a link to the policy, so that a person knows who and why the third-party is that is contacting you by mail for monies.

GoDaddy.com's service performance and other logistics are why I have moved all but one of my clients off their services in the last 3 years, and am scheduled to move the last client off by the end of this year.

Feb. 2016 charge received on bank account for domains that were reserved and never registered...called the company and requested all be cancelled and a refund was issued.

Nov. 2016 charge received on bank account for account that was supposed to be closed. It is an account that I receive a statement for and the deduction date was 11/8/16. I called 12/8/16 to request a refund they refused because it was one day outside of their refund policy. The rep from the Feb. 2016 call dropped the ball and I got left with $71.88 deducted from my bank account.

They maintain that since I didn't read the email about the account status (warning you will receive hundreds of junk emails from them) that I am fully responsible. I accept my responsibility in not requesting to be removed from the email list that included the high volume of junk mail.

They are absolutely a dishonest and untrustworthy company that I will never do business with again and highly recommend that everyone else stay away from as well. If you decide to do business with them be aware that they bleed your bank account dry and if you are "5 minutes or 5 days past midnight of the renewal date calling to cancel you will not get a refund".

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 don't think you are understanding where I was coming from. The whole point of my complaint is that they deceived me into agreeing to the "agreement" that they keep referring to. That is the point of contention I have. I do not have access to a recording of the telephone conversation, but I authorise Revdex.com to request a copy of it on my behalf and to listen to it to determine whether a deceptive sales practice had happen. Essentially, had they been crystal clear that my credit card was going to be billed for $1032.40, I would have most certainly declined this transaction. They were shady about mentioning this price and the wordings they used alluded to a savings of $1032.40, not a charge to my credit card of $1032.40. Lastly, GoDaddy is a multi billion dollar company that engaged in a deceptive sales practice to coerce me to extend the registration of my domains. They can afford to cover there losses in this instance more than a small business can.I request you also read the original complaint before closing this down as it does the empirical and important information as to what transpired and how specifically GoDaddy deceived me.Regards,[redacted]

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.Go Daddy policy is to offer their customer's a refund to their original payment method if the customer cancels within five (5) business days of their online order.  This policy was clearly stated by their online support staff.Consistent with this refund policy, GoDaddy agreed via telephone to refund my original payment method on January 28 (Email attached). GoDaddy advised me they were making a partial refund of $11.34 (Email attached) but failed to acknowledge my payment of $63.06.  I contacted GoDaddy again on February 4 for refund of my $63.06 (Copy of my chat with GoDaddy's online support representative is attached, wherein [redacted] promised to refund $63.06).  Go Daddy shortchanged me $12.31, however, in this refund!  They refunded only $51.72. Go Daddy asked whether I wanted an In-Store Credit or a refund to my original Payment Method.  I stated a refund to my original Payment Method and [redacted] agreed. I am certain my $12.31 shortchanging has been repeated many times over by GoDaddy.  It is indicative of a bad business practice.

GoDaddy's obfuscated response to the Revdex.com is even more concerting.  It reflects a refusal to acknowledge their deceitful practice of shortchanging their customers.  GoDaddy's statement about in-store refunds is completely contrary to the evidence submitted herein.Moreover, GoDaddy's onlne chat service is non-functional.  Customers have to wait hours to chat online with a service representative and are repeatedly cut-off before any service representative responds online.  This is a blatant misrepresentation of what online customers are promised they will receive in terms of support on GoDaddy's website.

Customers are clearly promised telephone and online support  Once GoDaddy has lost the trust of customers like me, customers will only deal with the company where there is a record of the conversations--so I do not want to be told to use their telephone service to discuss my $63.06 refund.  I no longer trust GoDaddy.

Regards,[redacted]

Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.
On August...

26, 2015, our customer purchased two products in separate transactions. The customer purchased a domain name with Business and Certified Domain registration and a Website Builder, each for a 1-year term via online transaction. On August 26, 2016 and August 27, 2016 respectively, per our customer’s account preferences, GoDaddy was instructed to automatically renew the Website Builder and the domain name and its add-on services each for another 1-year term, and did so in a good faith effort to honor its agreements with our customer.
GoDaddy sent a renewal notices between May 28, 2016 and August 21, 2016 for these products to inform our customer the expiring items would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides its customers with full control over renewal preferences and customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
On October 25, 2016 our customer contacted our support team multiple times and was properly notified the renewal transactions in question are beyond refund eligibility. We encourage our customer to take an active role in reviewing and managing their account settings to prevent further unwanted renewals.
Our customer may find the following articles helpful:
Refund Policy - http://x.co/refund
Turn off auto renew – https://www.godaddy.com/help/turn-off-auto-renew-20008
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Ken C[redacted]Office of the CEO - GoDaddy