GoDaddy.com

Thank you for the opportunity to address our customer’s additional concerns. On November 29, 2015 our customer purchased their domain name for a one-year term via online transaction. On January 7, 1016 a validated third party, not our customer, contacted our 24/7 customer care teams with questions about hosting options. The caller’s options were reviewed and a Website Builder plan was purchased for a five year term. Again, no reference was made to the domain name previously purchased and it was made clear no additional charges would be made with regard to the Website Builder plan until its renewal date from years from date of purchase. If our customer wishes to maintain the domain name, it will need to be renewed on or before its renewal date. 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

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Several factors made it virtually impossible to respond during the 7 day time frame Revdex.com imposed:
1. The GoDaddy response was sent to me on 9/13/2016. Because I am dyslexic, I did not come across it until a few days later. Also I am dependent on someone else's availability in order to respond; 
2. The complexity of this case took time to state clearly and pinpoint the GoDaddy actions from 2013 to May 2016 NOT RESPONDED TO by GoDaddy, and
3.  Doing all this within the word/character limitations Revdex.com imposed on my response was time-consuming and, as I came to find out, I could not do.
 
As an element of fairness, my complaint was filed on 8/22/2016 and the GoDaddy RESPONSE was received three weeks later while I was only allowed one week
 
I, therefore, request that I receive fair treatment and that my full response be allowed now with sufficient words to clearly contest the GoDaddy response and to suggest a resolution.  My response, worded as tersely as I can, is as follows:
The facts presented by GoDaddy are incomplete because they do not speak to the problem that originated in 2013..  
1.  In 2013, GoDaddy informed us that we lost [redacted].  That was our error. 
2.  In consultation with GoDaddy personnel, we created a separate, brand new domain, [redacted].com (Note the addition of the word ‘the’. 
3.  Over the next 2 ½ years we received few if any calls from our new domain name website hosted by GoDaddy..
4.  In 2016, we received invoices from GoDaddy even though, when we called GoDaddy on 3/1416, 4/11/16, 5/2/16 and three times on 6/7/16 GoDaddy verified that[redacted].com was paid in full.  We continued to inquire and finally learned that the invoices we had been receiving were for[redacted], the domain we lost in 2013.  Naturally, we chose not to pay for this domain.
5.  From April to June 2016 we were assured that [redacted].com was protected.  But later we learned that in June, 2016 the[redacted].com site was taken down by GoDaddy.  It wasn’t protected at all.  It must be noted that in 2013, with the assistance of GoDaddy personnel, when we created our new website by adding the word ‘the,’ GoDaddy erred by making the new domain, [redacted].com a subsidiary of[redacted].  It was supposed to have been a separate, independent website.  When we did not pay to host [redacted], GoDaddy took down our website, [redacted].com.  GoDaddy personnel never informed us that that would happen.  By the time we learned about the subsidiary problem, which was GoDaddy’s mistake, GoDaddy no longer parked our site and its contents, but completely deleted it and was totally unable to retrieve it.
6.  From 2013 to 2016 we lost all lost all the communications, inquiries and potential business we would have received during those 2 ½ years and COMPLETELY LOST THE WEBSITE when it was taken down by GoDaddy.  
7.  We wish to acknowledge the goodwill gesture made by GoDaddy to refund two years of hosting as an In-store credit and a free year of Get Found product.  The problem is we can’t be found; GoDaddy deleted our website that we took many months to build.   
To resolve the problem we ask that GoDaddy assist us in building a new website on a user-friendly format  and to host that site free for two years and to enhance it being found with GetFound, also for two years.   In spite of our having lost business for 2 ½ years, we believe that these steps would completely satisfy our complaint.

Go Daddy did not have the authorization to use the Citibank  card they charged. It was Citibank that notified me of the attempted charge and Citibank which did not release the funds. If Go Daddy had the authority the charge would have been paid by Citibank. Also, for some reason I was not alerted by Citibank of their concern for over a month as they were looking into the issue themselves. Therefore I was unable to follow up on this until I received the notification of the attempt by Go Daddy to make the unauthorized transaction until that time. I would have contacted Go Daddy myself if I had been properly notified in advance. My business email was being sent a large volume of spam at that time which I had to filter and curb. If I had received proper notification by mail as I had been send previously I would have dealt with this earlier. I am sending the prior notices. Without proper notice Go Daddy did not stand by the terms of the original agreement.

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]Between August 18, 2015 and December 9, 2015, our customer purchased...

several services, including GoDaddy's Website Builder and Online Store services, each for a 2-year term.On June 9, 2016 our customer contacted our customer care team to discuss options if they canceled their services. Our customer chose to keep their services active.Our customer contacted our support team on October 19, 2016 and was properly informed their Website Builder and Online Store services were ineligible for refund per our refund policy, publicly available at [redacted]RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a goodwill gesture, GoDaddy will provide our customer In-Store Credit for any unused months remaining on the Website Builder and Online Store services once they have cancelled the services. The credit will be available for future purchases with GoDaddy. To receive the credit, our customer may contact us at [redacted] once they have cancelled their services.For information on how to cancel products, our customer may find the following article helpful: [redacted] Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Heather M[redacted]Office of the CEO - GoDaddy

I like their prices over all, but I really hate that they sell your information if you don't pay for the identity production to just about anybody. Every time I purchase a new domain, for the next 3 or so months after that, I get flooded with phone calls at just about every hour of the day and night for webdesign contractors, SEO consultants, etc... just about everyone under the sun that does anything website related.

It's not bad enough the people that Godaddy sells my info to call and spam me all hours of the day, those annoying peddlers also resell my information to even more people so I still continue to receive calls and emails even months or years after I have purchased the domain.

I have been harassed day after day with phone calls, texts, emails, etc., from Go Daddy as I chose NOT to renew any domain I held with them, or my website. Even after calling them and speaking to THREE different supervisors, they are STILL harassing me!! They think they're slick when you tell them not to call, so they bombard you with emails, and text messages!!! This company should be brought down!!! This has been going on now for over 3 months!!!

GoDaddy consistently hide behind "refund policies" in order to increase their profits. Minimal effort (email) to contact individuals about renewals allows GoDaddy to take money from hardworking people on a regular basis. If domain are not used or there no usage. AT ALL, this company should do a better job of notifying people. Sure, $30 is not a lot for a million dollar business but I hope my efforts to expose the "little" things will have an impact an encourage customers to use a more honest company.

I have had a pretty decent experience with this company until the situation I am reporting here. To me, the company is making a significant money grab, and it equates to a bait-and-switch scam in my opinion. My original plan, and part of what drew me to Go Daddy, is that I got up to 10 e-mail addresses with my yearly subscription. Starting with my next renewal, however, they have changed that policy to 5 e-mail addresses, with an added $1.50 per month above the 5. Well, I have 8 e-mails, and this increase has come close to doubling my yearly costs for this service. I have held out on switching services for my business because they have been fairly responsive, and I have not had major problems with the e-mail. I will now be looking for another service for both my e-mail and my website. Their website builder is very buggy and not user-friendly. I had dealt with this because I was pretty happy with my original site build and just decided not to update the site. Based on this money grab, however, I will not look very closely at moving everything away from Go Daddy. Maybe enough migrations away from this company will impress upon the owners that they are rich enough and that they should have had little more respect for their customer base.

This is the second time I have signed up for a new VPS server from GoDaddy. Each time, the setup process "hangs" and does not complete properly. When contacting GoDaddy support, they always have to escalate the setup issue and it takes days for them to get the new server setup. GoDaddy needs to abandon its automatic new server setup process for it does not work and is not reliable. Of course, GoDaddy has no problems taking your new server setup monies. Unfortunately, getting a credit for lost time you have paid for your new server that should be up and running does not happen.

Dear Dispute Resolution ConsultantThank you for bringing this matter to our attention. We have reviewed our customer's complaint and the GoDaddy account in question to which we would like to present the following.    Prior to the registration of a domain name via an...

online transaction within their GoDaddy account, our customer acknowledged the following agreements:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest version of these agreements and other legal agreements may be found at: [redacted]                                                                                             On November 28, 2013, the domain name was automatically renewed upon its annual expiration; utilizing a payment method provided by the customer, as our customer’s renewal preference was enabled. GoDaddy was instructed to renew the product upon expiration and did so in a good faith effort to honor its agreements with the customer.  Contrary to our customer's understanding, the domain had not been previously canceled.  Automatic renewals; which our customers are provided full control over, are discussed in the Universal Terms of Service Agreement referenced above.An electronic check was used to complete their transaction.  Therefore, GoDaddy’s 3rd party check processing company, Certegy, was utilized. In a transaction such as this, Certegy will supply the funds to GoDaddy for the services or products rendered, and then in turn collect the funds directly from the customer. Payment by electronic check is also discussed within our Universal Terms of Service. Review of the customer’s account does not reflect any contact our 24/7 Customer Support teams regarding this matter prior to submitting their correspondence to the Revdex.com.  These teams are available by email at [redacted] and by phone at ###-###-#### to assist with any aspect of a Go Daddy account, including product renewals.   RESOLUTION:GoDaddy acted in good faith to uphold agreements with our customer to ensure their product was renewed upon its annual expiration in accordance with their account preferences. Our office has been unsuccessful in connecting with our customer via phone to provide clarification and any further account assistance.Per our Domain Name Registration Agreement referenced above, domain name renewals are non-refundable. As a courtesy, we will submit a refund for our customer's latest domain name renewal, provided the domain is canceled within 45-days after expiration. Once the domain has been canceled, as a additional courtesy, GoDaddy may send notification directly to Certegy advising them that the funds have been refunded in full and request a waiver of any additional collection fees which may be associated with these transactions. Go Daddy cannot enforce Certegy to stop its collection efforts. We encourage our customer to contact us at their earliest convenience so we may resolve this matter. Thank again you for the opportunity to address and bring clarity to the concerns presented by our customer.  [redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Upon the registration of a domain name and adding Private Registration service...

our customer acknowledged the following agreements:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements and other legal agreements may be found at:[redacted]Go Daddy offers private registration services for select domain names via another company, Domains by Proxy. Customers may manage their private registration services; including the cancellation of the service, from within their respective Domains by Proxy account. Account management is a customer responsibility.  At no time did Domains by Proxy or GoDaddy require our customer to utilize the private registration service or hinder them from accessing their account to cancel the service.RESOLUTION:  GoDaddy sincerely values our customer's business and has acted in good faith to uphold its agreements with them. Our customer has since canceled the private registration service. As such, we have refunded the latest private registration renewal. Please allow 5 to 7 business days for the refund to be reflected by the customer's financial institution.Thank you again for the opportunity to address and bring clarity to the concerns presented by our valuable customer. Kindest regards,[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 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* Workspace Service Agreement The latest version of our Universal Terms of Service Agreement and other legal agreements may be found at [redacted] GoDaddy's support teams have worked vigorously to resolve any concerns brought to our attention by the customer. We remain open to working with them further to diagnose and resolve any issues they may be experiencing. RESOLUTION: Go Daddy acted in good faith to uphold agreements with our customer.  While our office is not a technical support channel and GoDaddy does not assign single points of contact for technical issues, we would be happy to listen to the customer's concerns in hopes of bringing resolution and scheduling a call with a technical team member. Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,[redacted]Office of the CEO[redacted]GoDaddy.com[redacted]

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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

• Get Found Service Agreement

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

[redacted] We sincerely appreciate our customer's candid feedback and will ensure their concerns regarding our Get Found product are reviewed internally.

Get Found is a tool our customers can use to publish their business information online. This in turn can positively impact the ranking of their own website with search engines, however, the timeframe for this to occur and whether a website achieves any ranking is determined solely by the search engines.

From our research the customer's website is listed in the search engines however GoDaddy has no control over how their pages may rank. As an example of this the customer can visit [redacted] and in the search box type as follows "[redacted]" (inserting the customer's actual domain name instead of domainname.com, not using quotation marks and no space between the : and the domain name) to see what pages have been indexed by Google. Again, while inclusion by being indexed will clearly show the customer's site is listed in Google it will not provide data on rankings for specific keywords or phrases.

Resolution:

GoDaddy values our customer's business and has acted in good faith in upholding the agreements with them. We regret that Get Found did not meet our customer's expectations and will issue a full refund to them.

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

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Dear

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

Thank you for providing the candid response from GoDaddy Operating Company, LLC.

Our board of directors are formally rejecting the aforementioned company's response due the following reasons:

1. We did not violate the aforementioned company's agreed terms, specifically GoDaddy's Auctions Membership Agreement.

2. We were not informed at the time of the said termination of GoDaddy's Auctions Membership. We were only notified on screen when attempting to place an Auction bid.

3. Domain Backorder product includes GoDaddy Auctions membership, as such, it is not a separate product.

We are honorable trading company and would trust that the aforementioned company is also of that caliber.

Resolution:

We kindly ask GoDaddy Operating Company, LLC to either:

1.Refund the total cost of Domain Backorder product (which includes GoDaddy Auctions membership)

2. Place an in-store credit to the value of £50 GBP.

As ever, we are open to communications with the aforementioned company and would like to thank them for their help and co-operation.

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.

Goddaddy "forgot" to mention that they have cancelled my domain with them 20 (twenty) days BEFORE the official expiration date by the JP domain name authorities and held me hostage of either loose the domain or pay them the ransom of $140, they have also falsely claimed (you can ask them for the transcript of my written chat with their customer support agent) that this is a fee charged by the [redacted] authorities and not by them, and this is also the way it is drafted on the invoice that I have received (and attached for you a copy as well) claiming that it is an EXTERNAL charge.

For your information, the [redacted] authorities charge redemption fee during the 19 days AFTER the expiration date and not before.

I am convinced that once the [redacted] authorities learn the fraudulent action of Godaddy that claims to charge redemption fees on behalf of them, they will cut their business relations with them, it is simply a fraud. 

Thank you for your efforts,

Regards,

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.As stated previously, .ASIA domains have specific residency requirements.  While the complainant has updated the contact information in their GoDaddy customer account, this does not automatically update the contact information for their .ASIA domain. The domain’s contact information has not yet been updated. Again, the complainant would need to update their CED contact information to re-activate the domain.  The CED contact is the party responsible for the domain.  This information can be updated in the complainant’s Domain Manager within their customer account. The complainant may find the following link useful:About .asia Domain Names[redacted]The complainant will want to review the section entitled “Can I update the contact information for .asia domain names?” for further information on the steps needed to update the CED contact information.Once the complainant has re-activated the domain, they would be capable of updating the domain’s nameservers to point to their chosen hosting provider.We also appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards,[redacted]Office of the CEO - GoDaddy

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 AgreementCopies of the latest version of these agreements may be found at:https://www.godaddy.com/legal-agreements.aspxOn September 21, 2011, our customer purchased their domain name and hosting account for a three-year term.  Automatic renewal was enabled.  GoDaddy also sent multiple email notifications reminding the customer that we would be renewing their services on:June 23, 2014July 22, 2014July 23, 2014August 6, 2014August 22, 2014September 6, 2014September 14, 2014September 16, 2014On September 21, 2014, as instructed by our customer’s account settings, GoDaddy attempted to renew their hosting account, SSL certificate, and domain name; however the charge was declined (this is the large charge to which our customer referenced in their complaint).  The following day, September 22, 2014, GoDaddy was able to successfully renew the domain name for another three-year term and a receipt for the purchase was emailed to our customer (this is the $69.00 charge referenced by our customer).  On October 1 and 11, GoDaddy made a second and third attempt to renew the customer’s hosting account and SSL certificate, but these, too, were declined.  Each failed renewal attempt triggered a notification to be emailed to the customer.  On October 9, GoDaddy received a chargeback inquiry for the domain name renewal for the amount of $69.00.For the first time since September, 2011, our customer contacted our support staff on October 29, 2014, stating that they sent a certified letter telling GoDaddy not to renew their services.  Unfortunately, we have no evidence of any letter sent by our customer.  Furthermore, GoDaddy can take no action within an account based solely on a letter.  No changes can be made to a customer’s account without proper account validation which is accomplished via telephone or chat with our support staff.  However, our customers can log into their GoDaddy accounts and disable automatic renewal at any time.  Account management is a customer responsibility.  During the customer’s conversation with our support staff on the 29th, automatic renewal was turned off for the domain name.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  Because the domain name renewal is well beyond our refund period, we will not be providing our customer with a refund.  Education:The following GoDaddy Support articles will be helpful in the future to our customer for disabling automatic renewal and/or canceling unwanted products and services:Managing Renewals for Products and Serviceshttps://support.godaddy.com/help/article/725/managing-renewals-for-produ...⇄ Productshttps://support.godaddy.com/help/article/7468/canceling-productsRefund Policyhttps://support.godaddy.com/help/article/8849/refund-policyThank 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[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer. We have reviewed this matter further and would like to present the following.On April 18, 2015 our office contacted our customer via phone to discuss the steps needed to cancel the domain name in question and remove the payment method from the account.  While our customer was unable to go through the process at that time, instructions were provided via email on the steps to complete the process.On April 20, 2015 our customer logged into their account, canceled the domain and removed any payment methods previously provided.  As such, we consider this matter resolved.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Best regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[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.I have cancelled all of my domains/products and my account is paid up and in good standing.  They required me to fill out several forms in order to cancel my 'protected domain' and Godaddy account, which I did.  I have done everything they have asked and they still will not release my credit card from billable status.  The whole thing has been an attempt to wear me down, so they can continue to bill me.  They will not allow me to remove my credit card unless I give them another one.  Total scam!!! 

Regards,

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We stand by our previous response and regret any miscommunication that may have lead the complainant to believe that they had acquired the domain name [redacted]. Our research indicates that once we confirmed that the seller would be unable to provide the domain name [redacted], GoDaddy blocked the transaction and communicated this to the complainant. As no transaction was completed GoDaddy is not responsible for any losses the complainant may have incurred. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone