GoDaddy.com

I spoke with an agent names [redacted] (so she says) she would not provide any other identifying info than that. She was completely un educated in in the functionality of godaddy products and services. When I tried to question her on the settings she was instruction it was contradicting what the screen directions clearly stated. She then go very aggravated and condescending when she realized she was wrong. I asked to speak to she told me Godaddy does not have supervisors only managers. However managers are not able to provide technical support? I let her know I had spoken to a supervisor on the same issue previously who said he notated the file with his info and if I needed help in the future to let the agent know that and they could contact him to call me back. When I asked for him she said there is no way to see that info? I then asked for a manager to pull that info up for me and then she was mysteriously able to see the contact info. I told her Im not real happy with her performance on the call and she said put that in the free survey I will be getting, what a joke. The the point to all this GoDaddy customer service is a joke and they throw any one with a pulse on the front line to handle your business presence on the web. Beware if you value your business on the web.

I am a GoDaddy customer of over 7 years. Several of my aged domains came with guarantees of free hosting in perpetuity. I kept these domains registered for years, as I was only waiting to make use of these free hosting offers.

The other day I went to set up one of my free hosting plans, and was disgusted to see that they had reneged on the deal, downgrading the offer to a single year of hosting. This cost me several hundred dollars, as I was only keeping these domains registered because of the free hosting offers.

I submitted a support ticket, to which there was no response. When I finally called tech support, they told me that not only were those offers off the table now, but that the free hosting plans that were already set up would ultimately be getting removed in the future too. Plus they actually had the nerve to try to up-sell me their discount domain club -- as if I'm going to pour more money down the drain. On principle alone, it sickens me to give this company another dime, as I now know from personal experience just how unethical that they truly are. Thanks GoDaddy, for costing me a small fortune!

Dear Dispute Resolution ConsultantThank you for bringing this matter to our attention.  We have reviewed our customer's concerns and 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•         Website Builder Service AgreementThese agreements may be reviewed at https://www.godaddy.com/legal-agreements.aspx.Our customer purchased the Website Builder plan in November 2013 and first opened discussions about it with our staff this month, April 2014.  Per our policy, we can provide a full refund of a cancelled product within 45 days of the initial purchase.  As our customer did not contact us until after this timeframe, our customer care team offered to provide an in-store credit for the unused months still remaining on the plan.RESOLUTION:GoDaddy acted in good faith to uphold its agreements with our customer.As a one-time exception, we have refunded the customer's cancelled Website Builder in full for $239.76.  The customer will receive an email showing the refund has been processed. Please know it can take 7-10 business days for the refund to be reflected by the customer's bank. Thank you for the opportunity to address and bring clarity to the concerns presented by our valued 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 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,[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 has made no attempt to contact me via phone nor via email. My complaint did not state I had a problem with my domain registration. My complaint was the website builder fee changing without notification and the terms being unclear in their advertisement. I have no idea what domain name they refunded, perhaps they have their customers messed up just as they have their advertisements mixed up. I called GoDaddy and settled the matter, I am keeping my domain name and transferring it back to my previous domain hosting site in September. My account #[redacted] and again my subscription will end on September. 

Regards,

Dear Dispute Resolution Consultant

Thank you for bringing the customer's additional comments to our attention.

As stated in our original response, the customer violated the terms of GoDaddy's Auctions Membership Agreement. As such, GoDaddy exercised its right to terminate their Auctions Membership without further notice.

GoDaddy’s Auction Membership is available for purchase as a standalone product. The inclusion of our Auctions Membership with the purchase of a Domain Backorder does not reconstitute these services as a single product.

GoDaddy sincerely values our customer’s business and has upheld its agreements in good faith with them. As a onetime exception, we have refunded the backorder purchase to the customer.

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]@GoDaddy.com

Scottsdale, AZ 85260

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

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

I thank you for helping resolve the matter and with helping get into my account

Regards,[redacted]

[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,[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 is hiding behind their lawyers. Yes, it was a [redacted] error - but it was an error that made the Quick Shopping Cart not work correctly. The error was not just about rates - it changed how the system worked (it allowed orders over 13 ounces to select [redacted], which is incorrect - costing me considerable money in postage). GoDaddy's customer service then instructed ME, the end user, to get with [redacted] to fix the rate tables uploaded to GODADDY'S SYSTEM. How does that make any sense? If ICANN screwed up how GoDaddy's domain names resolved... would they just tell users to contact ICANN?

How this should have been handled was GoDaddy's developers should have worked with their [redacted] liaison to fix the problem. GoDaddy's announcement of just don't use [redacted] was lazy and poor customer service-  and ignores the fact that some people's business, like mine, rely on the [redacted] shipping option as a competitive advantage. The only reason I was able to get to the executive level with [redacted] to get this fixed was the $150,000 per year I spend with [redacted] - and it still took the better part of 3 days to accomplish.

I am extremely disappointed with how little GoDaddy cares about their customer's success in general and considering the large breadth of their products that I use, mine in particular.

GoDaddy's response, accepting no responsibility, tells me that the next time something like this happens, they will respond the same and do nothing. I will be looking into other options for not just my shopping cart, but also all of my domain names, e-mail marketing, hosting, and other IT services.

[redacted] options now work correctly in GoDaddy's Quick Shopping Cart product thanks to the hours I put into tracking down the right person within [redacted] and spending 3 days working with them. Thanks for nothing, GoDaddy. '

Regards,

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• Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 22, 2013 the complainant purchased a Website Builder plan and a domain name registration, each for a one-year term.  This is for the period ending December 22, 2014.On December 22, 2014, per the complainant’s account preferences, GoDaddy was instructed to automatically renew their Website Builder service and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent a renewal notice prior to the expiration date on December 15, 2014.  This notice informed the complainant their expiring item would be renewed in accordance with their account settings.  Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Per our Refund Policy, the renewal transaction was refundable if the product was canceled within 45-days of the renewal date.  However; instead of contacting our 24/7 Customer Care teams for assistance, the complainant chose to dispute the service charge with their financial institution.  Per our Terms of Service, the associated service has been suspended the automatic renewal preference has been disabled.  Additionally, the applicable funds have been returned to the associated payment method.  The complainant may cancel the service at any time from within their account.Education:F[redacted]  [redacted]  [redacted]

[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.  Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]GoDaddy.com[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:• GoDaddy Universal Terms of Service Agreement• Website Builder Service AgreementThe latest version of these agreements can be found at: [redacted]On July 10, 2014, the complainant purchased the Website Builder Business plan for a one-year term during an online transaction.On May 14, 2015, the complainant spoke with a support supervisor about the issues they had been experiencing. As a gesture of goodwill, the complainant was offered three months to be added to their Website Builder plan. This would extend the expiration from July 10, 2015 to October 10, 2015 and do so at no cost to them. However, the complainant declined the offer.As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to our customers. The complainant had three separate issues with their Website Builder and GoDaddy’s teams worked quick to resolve each issue. Furthermore, we 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.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. In appreciation to the complainant for their time as a GoDaddy customer and for the issues they experienced, we would like to again extend the offer of adding the three months to the Website Builder plan in question and will do so at no cost to the complainant. This would take the expiration on the plan out to October 10, 2015.Should the complainant wish to take advantage of this offer, they may follow up with us via email at [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,[redacted]

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. Contrary to the complainant’s understanding, there was no error on GoDaddy’s part.  The complainant stated the transaction in question was completed by a minor in their household under the age of 18, which is a direct violation of GoDaddy’s terms of service. Because of this violation, GoDaddy refunded the transaction in full.  Ultimately, the complainant allowed their customer account and payment information to be used by a minor for an online transaction.  We would recommend they follow some of the best practice recommendations we previously sent to prevent this scenario from happening again.  To reiterate our previous response, account management is a customer responsibility. As the refund has already been processed, we consider this matter to be resolved.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

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 am satisfied with the fact that I received my refund on my purchase.

Regards,

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 Domain Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant contacted GoDaddy’s online chat support teams on August 25 2015, to inquire purchasing a domain name with a discount they were presented on the GoDaddy website. The complainant was informed that the offer in question is for the first year registration at a discount with each subsequent year at normal price. The complainant is a Domain Discount Club member which automatically provides a discounted rate by paying a yearly fee.GoDaddy provides promotional offers to our customers which include an expiration date and limitations. We will honor any valid promotional offers that our customers receive from GoDaddy. The offer must be entered prior to completing the transaction. Furthermore, GoDaddy has no control over any third party websites offering discount codes that may have already expired. If a valid offer is utilized, our cart will adjust the price accordingly in conjunction with any existing discounts the complainant may already receive to provide them the best price possible. Additionally, some discounts have specific limitations that do not allow them to stack on top other discounts a customer may already be receiving.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. It is a standard business practice for companies to offer promotions with conditions. The complainants desire to use multiple discounts for a single purchase is not a cost that GoDaddy can absorb. However, as a goodwill gesture, we have refunded $5.25 back to the complainant for their recent domain purchase.EDUCATION:What is Discount Domain Club? - https://www.godaddy.com/help/what-is-discount-domain-club-2398Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. After additional review by GoDaddy’s payment processing team, they have found the funds in question have not been returned to GoDaddy, as the complainant’s financial institution has not rejected these funds.  GoDaddy confirmed the payment to and provided the complainant with the ARN(s) (Acquirers Reference Number) associated with these transaction(s).When GoDaddy issues a refund to a financial institution, the receiving institution will typically hold the funds until requested by their customer (the complainant) to determine how the funds will be handled.If the funds were rejected, the financial institution should be able to provide a statement to the complainant that includes a transaction number that GoDaddy can utilize to trace these funds.   Again, only in the event the fund request(s) are denied by the financial institution may GoDaddy issue a refund in the form of a check.   Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260

The system I use is a Mackintosh running OS EL Capitan. There is no support in the new operating systems for POP or POP3 because they are considered obsolete. You mentioned an email sent to me that  I haven't received. Please send it again. I'd love to read it.As for upgrading to IMAp under a new plan you charge $93 per year. I will not upgrade to that price since most services providers offer IMAP at no extra charge.I have had my domain and email with your company for 6 years. The first 5 under my administrator account and lately under my own account to which I signed assuming this kind of practices would not happen (upgrade or else...)As for the terms and conditions. they have never been shown or clearly indicated to me  in your website other that agreeing to them, or with a written contract where all the hidden conditions could be checked. I have agreed to your terms in good faith without having seeing them.I bought Website builder, a system that cannot be exported; where is that explained in you promotional materials?I bought SEO Search Engine Optimization within my account ($45 a year) This SEO did not work and ruined part of the Website Builder set up of my site in which I spent many hours of work and I had to redo. When I called about his problem I've been informed that "Ah, you have to upgrade to Website Builder Plus for this to work" I asked for a refund and you have graciously removed the service and refunded me.I lately have signed up for two extra years of domain and Website Builder.I will patiently wait for these two years to be over, demanding that the service I bought in good faith will continue to work for my business at no extra or hidden charges.And, I feel you will not do anything to satisfy my complaints or other of your customers (I know for a fact of all the complaints about Goddaddy services), about reduction in functionality. Your business model is obsolete and not transparent. Google and even Comcast offer IMAP and other services at no hidden charges or progressive upgrades. Since this material will be made public I hope it will serve other customers s a warning and to choose carefully which companies to work with.
Kindest regards,
[redacted] X. [redacted] Architect, NCARB
[redacted].com

Dear Dispute Resolution Consultant,Thank you for the opportunity to

address and bring clarity to the concerns presented by the complainant. We have

reviewed this matter and would like to present the following.The complainant acknowledged and

agreed to the following agreements upon...

conducting business with GoDaddy:• GoDaddy Universal Terms of Service

Agreement• Get Found Service AgreementThe latest version of these

agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 20, 2015 the complainant

purchased Get Found Essentials for a one year term. Get Found is a product that helps

enhance a customer’s business with exposure through websites such as Google,

Yelp, Foursquare and more.On November 13, 2015 the complainant contacted

our customer care team to request cancellation and a refund of the Get Found

Essentials plan due to the inability to use the product. In accordance with our Refund Policy;

upon cancellation, the remaining time was refunded as In-Store credit, available

for future purchases with GoDaddy. RESOLUTION:GoDaddy has upheld its agreements in

good faith with the complainant and honored its terms of service.As this was an issue outside the

control of the complainant, we have since provided a full refund back to the

original payment method.  Please allow

7-10 business days for the refund to be processed by the complainant’s

financial institution. 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.Education:  The complainant might find the

following article helpful:Refund Policy:https://my.godaddy.com/help/refund-policy-8849Thank you again for the opportunity

to address and bring clarity to the concerns presented by the complainant.Kindest regards,Melanie [redacted] K[redacted]Office of the CEO - [email protected] N. Hayden Rd. Suite 226Scottsdale, AZ 85260

[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 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:...

[redacted]  On August 12, 2015, GoDaddy’s Customer Development team contacted our customer for an account review, and during the review suggested that the customer move from Hosted Exchange to the Office 365 email platform.  Hosted Exchange email is a product GoDaddy no longer actively offers.  On August 24, 2015, our customer contacted GoDaddy’s customer care center and purchased two Office 365 mailboxes. That same day, our customer contacted our customer care again with questions regarding his mailboxes being auto-migrated from Hosted Exchange to Office 365. Our agents informed the customer that auto-migration was not supported, and our customer canceled the Office 365 accounts.  On May 31, 2016, our customer contacted GoDaddy again wanting to migrate their email to Office 365 at no charge.  Email migration is a paid service, however, due to the previous misunderstanding our customer was offered 50% off the migration fee, which they declined.  RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. We have been unable to connect with the customer by phone to discuss this matter. As a goodwill gesture, a refund has been provided for the remaining time left on both Hosted Exchange plans, totaling $152.82. Our customer can disable automatic renewal to ensure the product does not renew at expiration. Our customer may find the following instructions helpful: Turn Off Auto Renew: [redacted] Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards,KayJay R[redacted]

This has less to do with GoDaddy's policy as it has to do with customer service, or lack thereof in this case. Yes. Their policy is a 30 day notice and a notification via email, but they do not take into account whether or not their emails can be shunted off into a junk or spam folder, which in this case happened. It's one thing to be hardline on a policy if we were contacting them 60 days after or 90. As I pointed out in my contact with GoDaddy, most businesses will give 90 days to request a refund. On our part, when we found out about the charge, we called that day. It would seem that we acted in good faith in hopes that GoDaddy would work with a small business they purport to cater to. I find their hard line tactics at best unsettling and their 'letter of the law' approach to be quite customer unfriendly. As stated, we did not want to cancel our service for a full refund, but to reduce it so that we could better handle our expenses. I guess that policy and that extra $600 are more important to GoDaddy than to keep a customer. Regards,[redacted] IT Manager [redacted]