GoDaddy.com

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.Upon purchase of the domain names, the customer acknowledged the...

following agreements:• Universal Terms of Service Agreement• Domain Registration AgreementThe latest version of these agreements and other legal agreements may be found at: [redacted] The domain in question expired on April 14, 2015. Per our customer's account preferences, Go Daddy was instructed to automatically renew the customer's domain however; the credit card associated with the renewal was invalid. Go Daddy must rely upon its customers for information that we would otherwise be unaware of, such as the issuance of a new credit card. GoDaddy sent renewal notices prior to the expiration date on:• February 3, 2015• March 5, 2015• March 12, 2015• March 27, 2015• April 10, 2015GoDaddy also sent notices after the expiration date indicating the product renewal failed and additional action by the customer was required on the following dates:• April 15, 2015• April 19, 2015• April 26, 2015GoDaddy provided a 42-day grace period after the expiration date however, the customer did not renew the domain and it followed the normal lifecycle and was acquired by another party. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld all agreements with the customer in good faith. Additionally, GoDaddy sent renewal notifications prior to the domain's expiration date, at the time of the failed billing and after failed billing. GoDaddy also provided a 42-day grace period to the customer.As the domain name correctly followed the normal expiration life-cycle and was acquired by another party through legitimate means, GoDaddy is unable to get the domain name back for the customer. They will need to contact the current registrant directly and discuss any options for obtaining the domain name.EDUCATION:The customer may find the following GoDaddy support articles useful:What happens after domain names expire: [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest Regards,[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,Thank you for the opportunity to shed further light on our customer’s concerns.At this time, GoDaddy is waiting for the block on the funds (due to the customer’s chargeback) to be lifted so that we can issue a full refund as a courtesy.  Once the block has been removed by our payment processor, the customer will receive the refund and a receipt will be sent to the email address on file.  As a reminder, GoDaddy has acted in good faith and upheld our terms of service and user agreements with the customer and is making an exception to these agreements in providing the customer with the refund.  We appreciate our customer’s patience while this matter is resolved.  If our customer has any questions related to this matter, they may contact our office directly.Thank you again for the opportunity to bring further clarity to the concerns presented by our valuable customer.Kindest Regards,[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.

On January 20, 2014 the complainant purchased a Domain Name...

Transfer and Hosting Account through the GoDaddy website. Prior to purchasing these products the complainant acknowledged the following agreements:

•    Universal Terms of Service Agreement

•    GoDaddy Hosting Agreement

•    GoDaddy Domain Name Transfer Agreement

•    GoDaddy Domain Name Registration Agreement

The latest version of this agreements and other legal agreements may be found at:

http://www.godaddy.com/legal-agreements.aspx

On June 27, 2014 the complainant contacted our Chat Support Team to cancel their products and request a full refund for all services they purchased based on services not being successfully activated.  

Resolution:

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

GoDaddy has worked vigorously to resolve all of the technical issues the complainant experienced. The last interaction our Customer Care Center had with the complainant prior to their product cancellation was on April 9, 2014.  At that time they acknowledged that their support issues had been resolved.

As the complainant has now canceled their GoDaddy products we have refunded the remaining 7 months of their Hosting Account to their original payment method. Domain Names are not a refundable product, but should the complainant wish to reactivate their domain name within 15 days of cancellation we will be happy to assist them.

We now consider this matter to be resolved.

Thank you again for the opportunity to address the concerns presented by the complainant.

Kindest regards,

 

John McCarthy

Office of the CEO - GoDaddy

[email protected]

14455 N. Hayden Rd. Suite 226

Scottsdale, AZ 85260

(480) 505-8828 Phone

(480) 275-3975 Fax

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 31, 2006 our customer purchased a domain name with private registration for a 10 year term. 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.  The domain was renewed on September 1, 2016. On September 2, 2016 our customer cancelled the domain name. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. We reviewed the issue and our customer contacted us during refund eligibility per our Refund Policy. We have provided a full refund for the domain renewal as the domain name has been cancelled. We appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry. Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, KayJay R[redacted] Office of the CEO - GoDaddy

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 only received one phone call from Godaddy about this matter. I was left a voicemail and instructed to reissue the original chargeback and they would accept the chargeback this time. My credit card company will not allow me to do this, either because it's been too long, or it was already closed. I choose not to speak to Godaddy on the phone, because anything said in a phonecall is "he-said she-said". Only messages via the Revdex.com secure board can be reviewed and held true. They make a lot of promises on the phone that all of a sudden change once we get here. Regards,[redacted]

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer or party authorized to act on their behalf acknowledged and...

agreed to the following agreements upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn September 29 2015, our customer or the authorized party created a new GoDaddy account and subsequently purchased a domain name registration for a two-year term via an online transaction.GoDaddy takes customer security and our commitment to preventing fraud very seriously.  The transaction was flagged for review by our Verification Office, and an email was sent to the email address on file requesting verification of the transaction with proper, legible credentials. Our goal is to reasonably ensure that the owner of the payment method has authorized the transaction.  RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As the information requested by our Verification Office was not received in a timely manner, the account in question has been administratively locked on October 8, 2015.  Additionally, the transaction has been refunded in full to the original payment method, and the domain name registration removed.  To unlock the account in question, we encourage our customer to work with our Verification Office.  Upon receipt of the requested documentation, the status of the account will be re-evaluated.Thank 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

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 the opportunity to address and bring clarity to the concerns presented by the complainant.When the domain name was listed for sale at [redacted].com an email to confirm and approve the [redacted] listing was sent to the complainant.  The complainant selected the link provided within the email, logged into their GoDaddy account, acknowledged and approved the listing. GoDaddy had no control over their decision. RESOLUTION:GoDaddy has upheld its agreements with the customer.  Prior to its sale, the complainant was able to manage their domain listing, including the removal of the [redacted] listing.  The domain name had sold for the price which the complainant acknowledged and approved, all applicable fees have been paid.  Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Thank you for the opportunity to address our customer’s additional concerns.

As stated in our original response, our customer canceled the cPanel hosting plan on September 1, 2016, during an online chat interaction with GoDaddy support. This action was acknowledged by our customer to the agent that was assisting them, and is the reason they were advised they would need to purchase a new plan if they wanted the websites to be active again.

GoDaddy also stated in our original response that we do not believe our customer’s intent was to cancel the cPanel hosting plan. This is why we made an exception to our Refund Policy and issued credit to our customer’s account for the time that was remaining on the canceled plan.
Thank you again for the opportunity to address the additional concerns presented by our customer.
Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy

I 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.At NO time was it communicated to me the email accounts I had ALREADY set up with my original purchase would be deleted/discontinued/lost. That would have been vital information to have in the decision making of the purchase of the website building tool. As for being forced to purchasing an email account ( I say "forced" because I didn't really have an option at that point) to add to my new website building tool, I was ASSURED by the Godaddy rep that I would, without a doubt, be able to reinstate 3 of the email accounts I had originally made with my initial purchase. That too was untrue as I was only able to make 1 email account. I would have had to purchase an email package totaling more than my initial purchase with FREE email to go along with my website building tool...which makes no sense - unless of course your sole purpose is to upsell additional products.As for the "refund" - I was was verbally TOLD by the Godaddy rep that I would NOT be given a refund, but rather an "in-store" credit. NO REFUND. Which I think my account reflects with a credit which can be used to purchase more Godaddy product.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.

the refund was not in full. and doesn't compensate my lost wages for having to spend HOURS with their incompetent staff to resolve a billing error they caused. The auto RENEW was DEACTIVATED by me 3 weeks prior to the renew date. As proof, I deactivate OTHER domains AT THE SAME TIME... and those were deactivated properly and did not cause this billing issue. Yet some how not only were these domains REACTIVATED BY GODADDY, but also their other expensive services were also renewed, when that was NEVER EVEN disclosed as an expected renewal item in my user panel for administrating these activities prior to the renewal date. In addition, GODADDY spent 3 months of email harassment by hiding behind their contract with a third party company which handles private domain registrations. Yet when working with the customer service, the representative at GODADDY admitted he could instant message the employees at this separate company to resolve issues. This is malicious billing behavior and is against the consumer.

Regards,

I was not aware of Automatic renewal by default when I made a purchased. Moreover, they must have sent me an email but according to the account setting they were suppose to send me a mail as well. I never received a mail. I am not a email person. They did not contact me via phone or mail. I work in manufacturing facility, I do not keep up with my email. I said this to their billing department and they still rejecting me from receiving credit back. Also, I told them they can charge for a month because I didnt realize it until it showed up in my credit card billing statement. However, they should not charge me for something that I told them to discontinue.

Worse email service for the last 5+ months!

We are unable to send any emails from our mobile phones . . and the SMTP options regularly require changes on PC and Mac devices. Right now I have spent over 60 minutes talking to Go Daddy's Customer Support in India, person named M M[redacted] . . and the technical team failed to resolve the issue.

We waited for 15 minutes for Go Daddy's email servers to respond and we received the "The connection has timed out" issue on all domains held with Go Daddy.

How does Go Daddy expect its customers to use their service and continue to renew / repay for such poor experience?? Go Daddy is hurting our business as we fail to connect internally and externally with our stakeholders and clients.

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]

I was a victim of a deceptive business practice. Do not let this happen to you!!!
On Tuesday, July 15, 2014, I logged onto the www.[redacted].com website to purchase one or more domain names for a prospective website/blog. I have done this many times before and am aware that in addition to the service of website registration, GoDaddy offers a number of services at various prices, including, but not limited to website design, website hosting, and search engine optimization.
I was only interested in seeing if the prospective website names that I had in mind were available, and if so, to register those names so that I could begin the process of designing my website. The fee for domain name registration is modest, typically not exceeding $25 for two years.
I searched for my chosen domain name are received a message that read, “Good news, the domain is available”. So I clicked on the button that read “Continue to Cart”. When I got to the “Cart” page, I saw the price, which I do not specifically recall, but remember that it was in line with my prior experience, i.e., less than $25. When I tried to finalize the transaction, I could not recall my customer name and password, so I called the customer service phone number on the GoDaddy website.
When I spoke with the customer service agent, my first task was to reset my password. After resetting my password, I continued speaking with the customer service agent to complete the purchase of the reserved domain name.
The transaction seemed routine. The agent informed me that we would be recorded. He mentioned the price, which again seemed in line with my experience, and I completed the transaction using my bankcard. I was told I would be receiving confirmation by email.
I then hung up and went back onto the GoDaddy website to search for alternative names for my proposed website and purchased four more names, none of which exceeded $25.
A few minutes later I saw that I had received email confirmations from GoDaddy, but was too busy at work to check the confirmations at that time.
On Sunday, July 20, 2014, I went onto the bank’s website to do some online banking. I was shocked to see a “check card purchase” regarding GoDaddy.com in the amount of $1,995.18. I thereupon immediately contacted GoDaddy customer service to inquire about that charge.
I was told that I had purchased a “Premium Domain”. I said that I did not know what that was. When the customer service agent explained, I said that I would never have purchased a “Premium Domain” and furthermore, I was never advised that $1,995.18 would be charged to my account. I could not recall specifically the amount of the charge that I agreed to, but was certain that it was less than $25. I objected to the fee and said I wanted to cancel the purchase and get a refund. I was told that the purchase was nonrefundable. I was also told that I had been properly informed of the purchase price. I said that I would never have agreed to that price, that I was aware that I was being taped and was sure that the tape would bear out my claim. I was told to hold while the customer service agent looked into the matter.
After several minutes, the customer service agent returned on the phone. He stated that he and his supervisor listened to the tape of the transaction. He admitted that the person with whom I had placed my order never stated that it was a “Premium Domain” purchase. He never used the word “premium”, nor did he describe what a premium domain was or that my purchase was not a typical domain name purchase. The agent stated that the person who took my order indicated that the purchase price was “nineteen ninety five”, and that I agreed to that price and to have my card billed for that price.
I said that when I was told the price was “nineteen ninety five”, that was consistent with my experience, i.e., that the price was less than $25, and agreed to $19.95, not $1,995. The agent basically said too bad for me, the purchase was nonrefundable and there was nothing that he could do. I asked to speak to his supervisor.
A gentlemen who identified himself as [redacted], got on the line. I requested, but he refused to give his last name or direct phone number. I repeated what I had said to the first customer service agent. [redacted] G. stated that he had listened to the audio tape of the transaction along with the first customer agent. He also confirmed that the tape reflects that I was never informed that I was making a purchase of a “Premium Domain”, nor was there any indication that what I was purchasing was anything other than a standard domain name. He also confirmed that I was not told that the purchase price would be “one thousand nine hundred ninety five dollars”, but was told the price was “nineteen ninety five”.
Again I plead my case that I was not afforded the opportunity to make an informed decision about a very expensive product. I advised that I had no idea that I was approving a charge of $1,995 as opposed to $19.95, and if I had been aware of the proper charge, I would never have authorized it. [redacted]. said there was nothing he could do. The purchase was nonrefundable.
I insisted that there must be someone with authority to make a refund under these circumstances. I said that this transaction involved tactics that were deceptive at best, and quite possibly fraudulent. I said there must be someone with the authority to make an appropriate accommodation under these circumstances. I was told that no one would give me a refund. I asked to speak with [redacted] supervisor and was told he was not working today.
Since there was absolutely no expression of any concern or desire to assist me in what clearly was a mutual mistake, I must conclude that there was no mistake on the part of GoDaddy, but that such practices were deliberate and commonplace.
Beware in your dealings with this company. If you have any questions about my experience, I can be reached at [redacted].com

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

The latest version of this agreement and other legal agreements may be found at:

GoDaddy appreciates our customer's candid feedback and will ensure that any training opportunities that may exist with our staff are addressed with our customer care managers.

When making a purchase from GoDaddy, customers may be presented with various promotional offers. These offers, as stated in our disclaimers, may not be used in conjunction with any other offer, sale, discount or promotion. In cases where multiple discounts are available during a single transaction, the discount which provides the most savings will take precedent. Our customer received the proper discount of $31.50, which was the greater of the two offers.

Resolution:

GoDaddy values our customer's business and has acted in good faith in upholding the agreements with them.

As a onetime exception GoDaddy will provide a $10 Instore Credit to their account. This credit may be used towards any future purchase.

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

Kindest Regards

Office of the CEO - GoDaddy

[redacted] 

[redacted] Phone

[redacted] Fax

Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx...

On January 14, 2015, our customer purchased a 2 GB Managed Virtual Private Server (VPS) with assistance from GoDaddy’s customer care center.  From February 2015 to June 2016, this VPS has been renewed on a monthly basis.On June 30, 2016, our customer upgraded their VPS via an online transaction, adding 1 GB of additional disk space.  The charge for this upgrade was for the portion of the current month still active on our customer’s VPS.  This, however, does not change the renewal term, and our customer can review the upgraded term (.467 months) on their receipt and in their Order History in their customer account.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We understand our customer's confusion, however their purchase was a VPS upgrade for the remainder of the current monthly billing cycle, and was not a monthly renewal.  As such, our customer would need to renew the VPS in a timely manner to ensure no interruptions in service occur.Our customer can review their order history using the steps at the following URL:https://www.godaddy.com/help/find-your-godaddy-receipts-4885We also appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

This just made matters worse.  GoDaddy debited my account (of which I was not advised) and overdrew the account and I will now have an overdraft fee!  Then I see an email about a credit for almost the same amount, THAT I get notified about and the refund was a complete surprise.  If I was made aware of a deduction either by the phone rep or via email I would have made arrangements to get money in there sooner.  This is getting worse and NOTHING is resolved due to a strong lack of communication from GoDaddy.  In other words you can communicate a credit but when it is a debit you choose to let it just go through without notice, that is not right.
Resolve:  Just put the site back up until the three years is up.  This is just getting nuts.

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 do not trust this company.  I reiterate my original request for a full refund.

Regards,

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