GoDaddy.com

My auto renewal fees will not be waived since I did not cancel within 5 days of renewal.I called as soon as charges were noticed on my credit card statement. There was no e-mail sent before the renewal charges. I called and cancelled 9 days after being billed. I was told there were no exceptions to policy. I am being billed for two years of service that will not be used. The company policy should be more flexible and also notify customers of pending auto renewal charges.

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 "multiple emails" that godaddy.com mentions were not sent. Can godaddy.com provide the dates these emails were sent?

Regards,

Dear Dispute Resolution Consultant,Thank you for the opportunity to shed further light on our customer’s concerns.  The email notifications for this year’s automatic renewal of the domain name were sent on August 8 and September 7, 2014.  This year’s renewal was the second of two automatic renewals that have taken place on the domain name, with the first occurring on October 1, 2013.  Similarly, renewal notices were emailed to the customer on August 8 and September 7, 2013.  Account management is a customer responsibility.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[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention.  We have reviewed our customer's concerns to which we would like to present the following.Prior to the original purchase of products and services, our customer agreed to the following...

agreements:* Universal Terms of Service Agreement* Domain Name Registration Agreement* Website Builder Service AgreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at[redacted]://[redacted]?Our customer purchased a Website Builder plan which offered a free domain name and subsequently purchased a website hosting plan which also offered a free domain name with purchase. After our customer evaluated our products they requested refunds that were outside of our Refund policy. At no time has there been an interruption in service to the website being built by our customer and our staff has worked diligently to resolve any issues brought to our attention. RESOLUTION:Go Daddy acted in good faith to uphold agreements with our customer. We attempted to reach our customer by phone, but have been unsuccessful. As a gesture of goodwill we have refunded the unused Website Builder plan in the amount of $12.00 which was the amount paid. Should our customer have any remaining questions in regards to the management of the account, they are free to contact our office at ###-###-#### or via email at[redacted].Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kind regards,[redacted]Office of the CEO###-###-#### Phone###-###-#### Fax

This is such a joke. Do you realize how much business you just lost. You want to offer me a reduced price of something that you have and can restore for free.  I understand your universal service agreement. Why not give me a courtesy call. I have built several websites on my customers behalf on your platform.

I was not happy with the technical support on multiple occasions a day spent several hours on the phone just to discover that every next support representative tried to fix the mistakes the previous one has created. First of all, the training is not adequate,  not to mention that support representativeservices are RESTRICTED in helping customers. They need a special permission from the supervisor to make even the smallest change in the control panel. Shame on you. I have received numerous references and links to wrong solutions. You have to rethink how to treat your customers. When you work with them, provide the right documentation that is verified. At this point, my issue was resolved just yesterday after I contacted really knowledgeable professional.

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.

Regards,

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]

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.GoDaddy has not entered into any agreements with the complainant. With...

that said, as the complainant indicated the domain is registered through Wild West Domains. GoDaddy and Wild West Domains are separate legal and business entities. Domain names are sold on a first come first served basis.RESOLUTION:The domain name is registered by an individual or entity and through another registrar and GoDaddy is unable to force a release of the domain name to the complainant. If the complainant still wishes to acquire the domain in question, they may wish to reach out to the current owner.  We understand this situation is frustrating and sincerely hope the complainant is able to work with the current owner to come to an amicable agreement.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest regards,[redacted]Office of the CEOGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

Dear Dispute Resolution Consultant,While we have not been able to locate a customer account based on the information provided by the complainant, we can state that due to changes made by [redacted], GoDaddy is no longer able to provide this service.  Resolution:If the...

complainant is a GoDaddy customer and they have paid for the custom [redacted] service, we are happy to refund them in full.  To do so, we need them to contact us directly at [email protected] and provide us with both their cr and receipt number for their purchase.  Note: for security purposes, the complainant should NOT email passwords or payment information such as credit card or checking account numbers.Thank you again for the opportunity to address and ultimately bring resolution to this matter.Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260

Dear Dispute Resolution Consultant Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and would like to present the following. Upon purchase of services, our customer acknowledged and accepted the following...

agreements: • Universal Terms of Service Agreement• Domain Name Registration Agreement• Hosting Agreement The latest version of these agreements may be found at:  http://www.godaddy.com/legal-agreements.aspx. Our customer purchased two separate services, a domain name and hosting. To clarify what occurred with both services:• The customer's account settings instructed GoDaddy to not renew the domain, we honored this instruction. • The customer's account settings instructed GoDaddy to renew their hosting plan, we honored this instruction.  Account management is a customer responsibility and our customer agreed to this upon when they agreed to our terms.  Resolution: GoDaddy has upheld its agreements with the customer in good faith. As the customer has canceled their hosting, we have issued a full refund for the renewal and hope to earn their future business. Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards, [redacted]

Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by our customer; who acknowledged and agreed to the following upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Hosting AgreementThese agreements...

are found at: https://www.godaddy.com/legal-agreements.aspxOn December 16, 2015 our customer’s hosting plan expired. Per their account preferences, GoDaddy attempted to renew the service utilizing the associated payment method; the financial institution declined payment.  GoDaddy sent notices indicating the hosting may be canceled unless action was taken.After expiration, GoDaddy provided 20 days of hosting service without payment prior to cancellation due to non-payment on January 5, 2016. Our customer contacted our support team after cancellation to request reinstatement.GoDaddy charges $150 fee per website to restore data on occasions where a customer has not backed up their own content. Hosting restores are not a service GoDaddy regularly offers and are not guaranteed. Restore fees are not punitive; rather, it helps offset expense incurred performing data recovery work. Customers are not obligated to pay a restore fee provided they maintained their own independent backups; a responsibility agreed to upon hosting sites with GoDaddy.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. Our customer has since purchased a new hosting plan for a one-month term.  As a gesture of goodwill, GoDaddy reduced the restore fee from $750 to $150 and completed the restore of customer’s websites. As such, GoDaddy is denying the requested refund. We recommend our customer make note of their expiration date and back up their site content to avoid future issues; account management is a customer responsibility.    Thank you again for the opportunity to address the concerns presented.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 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:

• Universal Terms of Service Agreement

• Domain Name Registration Agreement

These agreements may be reviewed at http://www.godaddy.com/legal-agreements.aspx

 

GoDaddy previously offered the free credits to which the customer refers, but has chosen to discontinue that offer as after extensive review we have decided to change our offers to better align with the needs of our entire customer base. 

GoDaddy now provides a free one year trail of our cPanel hosting which is the latest technology and the newest hosting option. Our customer currently does have active cPanel trail credits within their account.

Resolution:

GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. Should the customer need assistance with setting up the new cPanel hosting credits our customer care is available 24/7 to help.

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

Best Regards,

Office of the CEO - GoDaddy

[redacted]GoDaddy.com

[redacted] N. Hayden Rd. Suite[redacted]

Scottsdale, AZ 85260

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

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

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.

Regardless of GoDaddy's attempt to hide behind their business agreements, they demonstrate ignorance of common sense for adequate business practice. Just look at the arguments they mentioned:

1. “cPanel hosting which is the latest technology and the newest hosting option”

    a. cPanel is the name for the web software that allows to manage web services. This is not a hosting offering. GoDaddy used this misleading name by purpose to confuse their existing customers making them think that only managing software is going to be changed, not discontinuation of the previous service.

   b. From user point of view there are no new technologies or services introduced. Just vice versa: the service offering has been dramaticly reduced (e.g. 1 mysql db instead of 10, etc.)

2. “GoDaddy previously offered the free credits to which the customer refers, but has chosen to discontinue that offer”

    a. Free mail credit points are still there.

    b. Free hosting credit points was grandfathering with some previous domains as long as you renew them. I was insured by GoDaddy representatives many times in the past that as long as I keep renewing those domains I have those points as an original deal.

3. “GoDaddy now provides a free one year trail of our cPanel hosting which is the latest technology and the newest hosting option.”

   a. The technologies are the same.

   b. This is not the same offer: 1st of all, it is trial, 2nd – dramatically limited compared to the previous offer.

4. “to discontinue that offer”

   a. I bought and renewed because of these combo deal, otherwise I could choose another provider.

   b. GoDaddy terminated the offer I paid for in the beginning of contract cycle without any compensation. In normal world, under such circumstances the provider either wait till the end of contract or compensate for inconvenience or damages it may course. Nothing like this from GoDaddy, not even excuse.

   c. The points that was used are perfectly operational. So, the “discontinuation” is half-baked.

5. Notification of change from GoDaddy

   a. There was hidden note that customers are going to get improved service of cPanel (what is misleading by name and done by purpose).

   b. The fair notification would be “The service will discontinued and if you need it please go and use your unused Free Hosting Points as you will not be able to do so after such date”. It has not been done.

6. Compensation

   a. As customers were tricked and conditions were changed in the beginning of contract, it is quite fair to look for compensation.

   b. It could be:

      I. creation of the same free point hosting for qualified domains. As this is what I would do if I knew.

      ii. Money credit as the service was terminated in the beginning of renewal cycle.

      iii. One year renewal credit

      iv. Etc.

I really want to give GoDaddy a chance to correct their clumsy marketing migration and recover their damage reputation. I hope that I will finally find understanding among GoDaddy authorities.

Regards,

Avoid at all costs, may be this hosting company was relatively good about 5-10 years ago, but now they became scammers.
I'm an amateur web designer, so I looked for a cheap hosting and signed up for their promotion: $1 per month hosting + free domain, but when they charged my credit card, and I logged in into my account, it turned out that I purchased only a domain name, and I needed to pay additional $50 for 1 hosting service. For $50 I could buy a 3 year hosting plan from respectable hosting companies (e.g. [redacted], [redacted], [redacted], etc). So immediately I requested a refund, since their promotion turned out to be a scam. However, they stole my domain name, even though I haven't upload my website yet. If you register your domain and then it either expires or you decide to transfer your site to a new hosting provider, they will hijack your domain and put it on their auction for sale. They stole my domain name after I requested a refund. Beware and avoid at all costs, it's better to pay $10-15 more, but you'll end up saving yourself from a lot of headache.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.

Regards,

Thank you for the opportunity to address the additional concerns presented by the complainant. GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility.We also appreciate the complainant’s feedback regarding GoDaddy’s live chat.  There may be times where our Customer Consultation and Care center may experience higher than normal chat volume, which may lead to longer wait times than normal.  GoDaddy strives to offer the best service levels in the industry and during these times may prompt customers to call in to receive the timeliest support.  As a one-time exception in an attempt to amicably resolve the complainant’s concerns, we have refunded their most recent hosting renewal transaction and disabled the product’s automatic renewal setting.  If the complainant wishes to cancel the hosting account completely, they may do so utilizing the previously sent instructions.  Thank you again for the opportunity to address the additional concerns presented by the complainant.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

I have a printed receipt that I have paid through October 2014. However, GoDaddy insists that I update my file with a new credit card. AND that they have now cancelled my Web Site Address. I have twice phoned to offer them my printed receipt but they will not accept it. This is rediculout. AND THE PHONE NUMBER & FAX # you state here on the Revdex.com site IS Not functional.

[redacted], Sarasota, FL.

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 agreed to the following agreements...

upon conducting business with GoDaddy

•                     Universal Terms of Service Agreement

•                     Domain Name Registration Agreement

The most recent version of these agreements can be found at the following URL:

https://www.[redacted].com/[redacted]

On November 18, 2013 our Domain Services team received a request to update the account in question.  This request included legitimate documentation that satisfied our requirements for such a change. 

The requesting party then took actions within the account (as it was in their control) to move the domain in question to another registrar, [redacted].  Go Daddy has no influence over [redacted] or their actions in this matter however, we have apprised them of this situation.

RESOLUTION:

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

The complainant may need to settle this matter with the party who transferred the domain to [redacted] via arbitration or the court system.

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

I've had a domain registered through them for a few years. I usually pay about a cheap $10 for a yearly fee. I was late this year in registering and they want to charge me $80 as a late fee! That's an 800% markup!! This is a horrible, unethical business practice. It's horrible customer service as I was not notified of this excessive late fee! I asked politely if they could work with me on the fee, and they refused. I feel like my domain name is being held 'ransom'.