GoDaddy.com

Thank you for the opportunity to address the concerns presented by the complainant. We would like to present the following:
[redacted] has not entered into any agreements with the complainant.  It appears that this complaint was not intended for [redacted], and as such, the complainant...

may need to file a complaint with the appropriate company.Thank you again for the opportunity to address the concerns presented by the complainant.
Kindest regards,
Ken C[redacted]
Office of the CEO - [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 not made ??a reasonable effort to verify the authenticity of the documentation that the person who stole my domain sent on November 18th , and I never received notice of this changes to my registered email account and domain [redacted].com or my phone until the domain has already been transfered to [redacted] , GoDaddy is responsible for accepting fake ID's and let easily a criminal to steal my domain, sending identifications are patently false , and in such case they should first check with information on originally registered owner to advise of this, I paid and trusted to protect my domain to GoDaddy domain of thieves , and now GoDaddy support team let a criminal steal my domain, I would expect GoDaddy cooperate with me , clearly explaining the situation and giving me the fake ID the thief used to steal my domain so I can use it as proof to make the police report for identity theft , also I would like GoDaddy send [redacted] all the proofs that shows that effectively my domain was stolen, so [redacted] could help me giving me back the domain

Also I would like to know what measures will take GoDaddy now on to avoid this thief steal me other domains the same way

I attach my ID so godaddy can compare the difference between  my real ID and the Fake ID the thief used to stole my domain

Regards,

[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,

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 AgreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at http://www.godaddy.com/legal-agreements.aspx?Per our customer's account preferences, GoDaddy was instructed to automatically renew the domain names in question. Account management is a customer responsibility.RESOLUTION:Go Daddy acted in good faith to uphold agreements with our customer and ensure the products in question were renewed appropriately. We attempted to reach our customer via email and phone without success. * If our customer cancels the domain names within the time frame allotted by our refund policy we will provide full refund to them.* If the customer cancels the domains outside the refund policy we will provide a partial refund to them as GoDaddy cannot recoup it's full costs from the registry.Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,

[redacted]Office of the CEO

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 AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn August 25, 2010, the complainant purchased the domain in question via online transaction for a one year term.  During the purchase, they opted to add GoDaddy’s Protected Registration service, 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 or transferred 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.The domain name and Protected Registration service has automatically renewed yearly on its expiration date, per the complainant’s account settings.On August 25, 2015, GoDaddy was instructed to automatically renew the complainant's domain per their account preferences and attempted to do so in a good faith effort to honor its agreements with the complainant.  The complainant’s financial institution declined payment.  GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant.GoDaddy sent renewal notices prior to the expiration date on:•    July 26, 2015 at 10:11 AM (30-day notice)•    August 20, 2015 at 5:33 AM (5-day notice)GoDaddy also sent notices after the expiration date on:•    August 26, 2015 at 2:55 AM (day 1 of expiration)•    August 30, 2015 at 3:47 AMAdditionally, GoDaddy’s Customer Development Team attempted to proactively reach the complainant via phone on August 27, 2015 but were unable to connect with them; leaving an automated voicemail.On September 2, 2015, the payment method on file was updated automatically via a credit card updater service.  GoDaddy participates in card updater services supported by the complainant’s financial institution which may automatically update expired payment methods without the complainant taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced above.On September 6, 2015 at 4:15 AM, the domain and Protected Registration service in question renewed automatically per the complainant’s account preferences.  The complainant contacted GoDaddy on September 30, 2015, and was provided the correct information on how to remove the Protected Registration from the domain name.   Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant has since submitted the requested documentation, and the Protected Registration for the domain has been removed.  The complainant has initiated a chargeback with their financial institution, and we are currently unable to provide any refunds until this chargeback has been resolved.  If the complainant resolves their chargeback complaint, our Billing team may be able to assist them with receiving a refund, provided the domain in question is canceled within 45 days of its automatic renewal.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Mike L[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 complaint and the GoDaddy account in question and would like to present the following.Upon the addition of our Protected Registration services to their domain names...

via an online transaction, our customer acknowledged the following agreements:• GoDaddy Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe most recent version of these agreements can be found at the following URL:https://www.[redacted]One of the features of our premium Protected Registration service is to protect against the cancellation/expiration of the domain name. Domain names which have this service cannot be canceled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.   Resolution:GoDaddy has acted in good faith to uphold its agreements with our customer.  The Protected Registration service functioned as advertised; keeping the domain from being canceled without proof of identification.  Our office has connected with our customer via phone and appreciate their candid feedback.  Our goal is to always provide clear communications.   Our customer has completed the process of removing the Protected Registration service from their domain names and have successfully transferred their domain as they had desired.   Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted]Office of the CEO

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We stand by our previous response. Over the previous 2 years GoDaddy’s Professional Web Design Team has had multiple interactions with the complainant. GoDaddy has attempted to work with the complainant to the best of our ability and satisfy their design needs.  The complainant did not provide our design team with sufficient material to develop the website they desired.Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,John M[redacted]Office of the CEO - [email protected][redacted]Scottsdale, AZ 85260

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. The complainant was utilizing GoDaddy’s shared hosting services for a purpose they were not intended for, as a file repository for storing archived files.File hosting services are designed to store large individual files or large collections of files.  Shared web-hosting, as the complainant had purchased, is designed and optimized to serve website pages as quickly and efficiently as possible. These accounts reside in a shared environment which have hardware and software limitations to protect both our hosting environment and other customers on our servers. In this case, the complainant was utilizing the web hosting services in a manner they are not intended for (as a file archive), which can lead to various issues which impact server performance and availability for not only the complainant, but all customers sharing the same hosting environment.As the complainant has canceled the hosting in question, we have refunded the unused full months totaling $48.87 to their original payment method as a one-time exception to GoDaddy’s Refund Policy, and believe this matter to be resolved.
Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,Mike L[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]

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 the company to be more honesty about their services.  They did not offer an agreement to universal services upon sign up.  As you can see by the screen shots, there is no offering of a user agreement upon sign up, it just takes you to sign up and nothing was granted as a cancel policy or a charge policy.  They just sign you up and you have to locate later on through contacting their customer service department how to find the policy for cancellation, user agreement, and refunds.  I have the screenshots where I found out that they don't tell you that you only receive a refund of in-store credit.

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 On March 28, 2015, our customer purchased the domain name in question for a one year term via online transaction.  On April 3, 2015 our customer opted to add private registration to the domain for the remainder of its registration term.On March 28, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the domain and privacy service in question and did so in a good faith effort to honor its agreements with our customer. GoDaddy sent renewal notices prior to the expiration date, including the following dates:•    February 26, 2016•    March 22, 2016These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.After the domain renewal, our customer contacted GoDaddy’s customer care chat team to request a refund of the domain name and privacy.  Our customer was correctly informed at that time that the domain name’s registration is non-refundable.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy’s chat team provided our customer with a refund of the private registration associated with the domain in question.  If our customer does not wish to continue the domain’s registration, they may consider other options, such as listing it in a domain auction or even canceling the domain’s registration.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,Thank you for bringing our customer's additional comments to our attention.To reiterate, GoDaddy proactively sent email notifications to our customer which informed them of the pending product renewals.  These notices stated the services would be automatically renewed unless further action was taken. Account management is a customer responsibility.  Our customer had purchased several .CO domain names that are non-refundable. Upon contact with our 24/7 Customer Care teams on May 5, 2015, a refund was provided to our customer for one of thier domain name renewals in accordance with our Refund Policy.  GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. GoDaddy had provided the appropriate refund and cannot absorb the fees our customer had incurred due to non-action within their account.  Education:The customer may find the following articles informative.About .co Domain Names -https://support.godaddy.com/help/article/5806Refund Policy -https://support.godaddy.com/help/article/8849Thank 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

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.Our customer acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:•    Universal Terms of Service Agreement•    Domain Registration AgreementThe latest version of these agreements can be found at: [redacted]On April 29, 2015 our customer completed two separate online purchases for two domain names listed as Premium Domains on the GoDaddy site. Premium Domains are listed for sale by third-parties, who determine the price for these domains.GoDaddy had unexpected technical issues which caused the domain names in question to be displayed at an incorrect sale price by the third-party sellers. GoDaddy worked quickly and vigorously to resolve the technical issues. On May 1, 2015 the transactions in question were refunded in full and the bernadine.com domain name was returned to the original registrant.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Per our Terms of Service, GoDaddy has provided a full refund to our customer for the two transactions in question. The domain names in question are both currently registered and unavailable for new registration.As a gesture of good faith, GoDaddy is offering our customer two new, unregistered domain registrations (choice of .COM, .NET, .ORG, or .INFO), each for a one-year term at no cost. Our customer will be responsible for subsequent renewals should they wish to keep the services beyond the first year. If desired, our customer may contact our office directly to redeem this offer.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted]

Yes,I Agreed To There Terms But Those Terms Did Not Say Anything About There Company False Advertising And Bad Quality Work And Service .The Only Reason The Site Was Published Because I Got Tired Of There Customer Service People Acting Like They Didn't Fully Understand What I Wanted Done To The Site .Now If I Have To Take This To Court I Will, Because They Did Not Provide A Quality Standard E Commerce Site There Design Is Below Average .Now If They Go Back And Listen To Those Phone Call's They Will Get A Full Understanding Of Why I Don't Want To Continue My Business With Them .At This Point Even If They Were Able To Provide A Website Up To My Standards I Would Not Except It And I Will Encourage Everyone Else Not To Do Business With Them Because I Let Them know That It Would Be A Big Project From The Beginning And Offered To Pay More If Needed To Be But They Didn't Really Get It ,And Maybe I Wasn't Communicating My Vision Good Enough ,But I Think Drawing The Layout Out It Good Enough .So If They Cant Work Out Some Type Of Refund I Will Take Legal Action Because This Is Just ridiculous.The Revdex.com In The Future Will Probably See Alot Of Complaints Like This From Godaddy.com Customers .
 
[redacted] 
CEO

Its Not, Business As Usual.

Thank you for the opportunity to address our customer’s additional concerns. As previously stated, the issue was quickly identified and resolved. Given the nature of the intermittent issue, our support representatives provided our customer with alternate hosting options. These options were denied by our customer. If our customer has additional hosting related concerns, they should connect with our 24/7 Professional Hosting Support teams via phone at 480-505-8877.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

This company strings you along until you are outside of your cancel window to keep you money. They are only good for the user that does not know anything about web hosting, VPS hosting, etc. Terrible company and I do not recommend unless you cannot afford anything else.Evidentally we were 1 day past the 30 days and they refused to refund us the 11 months we are not using the services. Horrible customer service.

Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted]On December 10, 2016, our support team contacted our customer as a...

courtesy to offer any account assistance they may require.  It was determined there were SSL certificates within the account that had been automatically renewed upon their respective billing expiration dates; however, our customer had not applied the renewal credits to their expired certificates.  As discussed in the article at [redacted], SSL certificate renewals are a multi-step process.  Per our customer's account settings, GoDaddy was instructed to automatically renew the services in question upon their billing expiration dates and did so in a good faith effort to honor its agreements with our customer. GoDaddy provides its customers full control over renewal settings. Customers may, at any time, log into their account and modify those settings. Account management is a customer responsibility. GoDaddy sent renewal notices prior to each renewal transaction to inform our customer the items would be renewed in accordance with their account settings unless further action was taken. Confirmations were also sent following each renewal transaction.  RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was properly informed the refunds requested was beyond refund eligibility. GoDaddy’s Refund Policy is publicly available at:[redacted]We encourage our customer to take an active role in reviewing and managing their account settings to prevent further unwanted renewals.Thank you again for the opportunity to address our customer’s concerns.Regards,Gary H[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* Domain Name Registration AgreementThe latest version of this agreement and other legal agreements may be found at: [redacted]When our customer agreed to our terms they agreed that account management is a customer responsibility. GoDaddy relies upon its customers for information we would otherwise be unaware of, such as the preferred email address to which our notices are sent.The fee referenced by our customer in their complaint is a registry fee imposed upon GoDaddy for expired domains. The registry is where GoDaddy obtains domains on behalf of our customers. GoDaddy also provided 40 days of service to the customer at no cost prior to the account being suspended for non-payment.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.Our office has attempted to connect with our customer via phone to resolve this matter and have been unsuccessful.  As a onetime exception, we are willing to waive the $80 redemption fee if the customer contacts our office while the domain is still in an eligible status.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] Phone[redacted] 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 Website Builder Service Agreement•    GoDaddy  Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 31, 2015 the complainant purchased one year term of a Domain Name, Website Builder Plan and Starter Email plan during an online transaction.  The complainant experienced difficulties in publishing their Website Builder account contacted our Customer Care Center on February 1, 2014, the issue was resolved the next day.  RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to the complainant. As a onetime exception we have provided the complainant with a refund of $13.25 to cover the cost of their recent purchase.  Please allow 5 to 7 days for this to reflect with their financial institution. EDUCATION:The following URL may be helpful to the complainant should they require timely assistance in the future.Contacting GoDaddy Phone Support:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest 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•    Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 9, 2015 the hosting plan in question within the complainant's account expired. Per the complainant’s account preferences, GoDaddy was instructed to not automatically renew the Linux Economy shared hosting account in question and did so in a Good Faith effort to honor its agreements with the complainant. Account management is a customer responsibility.GoDaddy sent renewal notices prior to the expiration date on:•    March 10, 2015•    March 25, 2015GoDaddy also sent notices on and after the expiration date on:•    April 9, 2015•    April 19, 2015On the day the hosting expired, in this case April 9, 2015, the complainant’s agreed and purchased term of hosting ended. After the complainant's agreed and purchased term of hosting ended GoDaddy provided 10 days of live site service without receiving payment from the complainant. When this 10 day period ended, the site was suspended for nonpayment, at which time, GoDaddy will hold the data for an additional 10 days before the data is deleted.   RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a one-time exception, we have extended the complainant’s hosting account by one month at no charge to them.  The complainant will need to download their files from the hosting account prior to its new expiration date of May 9, 2015.EDUCATION:The complainant should be able to recover their content via GoDaddy’s Hosting Control Panel, or via use of a third party FTP (file-transfer protocol) client and the hosting account’s IP address.The following articles from our help center may be useful to the complainant in accessing their content on their shared hosting account:Backing up Your Shared Hosting Accounthttps://support.godaddy.com/help/article/8480/backing-up-your-shared-host...⇄ can I download my shared hosting backups?https://support.godaddy.com/help/article/3382/where-can-i-download-my-sh...⇄ to Your Hosting Account with FileZilla (FTP)https://support.godaddy.com/help/article/104/connecting-to-your-hosting-acc...⇄ Your Hosting Account’s IP Addresshttps://support.godaddy.com/help/article/5232/finding-your-hosting-accoun...⇄ 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