GoDaddy.com

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 January 26, 2014 our customer purchased GoDaddy's Online Bookkeeping service for a one-year term via online transaction. Online Bookkeeping is a product that imports and organizes customers’ business accounts together and generates income and expense reports. 
On January 26, 2015 and January 26, 2016 respectively, per our customer’s account preferences, GoDaddy was instructed to automatically renew the service for respective one-year terms did so in a good faith effort to honor its agreements with the customer.
GoDaddy sent a notice prior to the expiration on January 16, 2016. This notice informed our customer their expiring item would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility.
On March 25, 2016, our customer cancelled the Online Bookkeeping, called GoDaddy’s customer care team to request a refund, and was informed the product was not refund-eligible.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. 
As a goodwill gesture we have refunded the unused months ($99.90) as In-Store Credit available for future purchases with GoDaddy.  Future refunds will be provided in accordance with GoDaddy’s refund policy.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Mandy O[redacted] Office of the CEO – GoDaddy

Hello, after reading GoDaddy's response made me laugh and upset at sametime.  When I renewal, I was not informed about any new upgrades of website builder at all.  I never got emails about new version of website builder. Instead got spam email and phone calls about other service offers.  The other thing that makes me laugh is that they are saying I called once.  No, I talked to customer support for help on Website Builder (new version) twice and did not get the help I was looking for.  Spent good 30 minutes dealing with customer service.  Thats why on third time calling thats when I requested refund because I was barely into the one year renewal.
I understand about refund policy, but when GoDaddy lied, not informing customers of updates and no customer service help.  I feel my money was not going to good use and be waste on my part.  Thats why I ask for refund.  Which by the way, if you want to search how to get refund on GoDaddy's website.  Its very hard to find, thank you for link.
 
Honestly, I feel that I lost money on service that was not provided to me correctly and honestly.  If they stand by their customer service and the good faith of their products.  They would have helped me and adjust the program to my needs.  Instead got rude customer service and rude manager.
I understand if I am halfway through my renewal or towards my end of renewal, I will not get a refund.  But couple months into my renewal, I think there should be some kind of refund, an pro-rate refund.
 
Thats all I ask, somekind of refund because GoDaddy did not stand by their customer service and the good faith of their products.
 
Any questions or concerns, let me know.
 
Thank you [redacted]

Thank you for the opportunity to address the additional concerns presented by our customer.   It appears that our customer is referring to a [redacted] Billing Agreement, which customers establish with GoDaddy via [redacted] when making a purchase using this payment option.  This payment method was utilized when the domains in question were automatically renewed per our customer’s account preferences.  [redacted] billing agreements are specific to the GoDaddy customer in which they are established, and do not reference other GoDaddy accounts.   A domain's expiration date is not arbitrarily set by GoDaddy. Our customer chose the initial date of registration and the term of registration.  At the time of purchase, our customer had many options available to them such as recording the expiration date in their ledger or calendar, as well as recording their account information in a secure place.  Customers may, at any time, log into their account and modify automatic renewal preferences. GoDaddy also sent our customer email notifications of the pending renewal prior to taking renewal action as directed by our customer’s account preferences.  Our customer did not disable the automatic renewal feature for the domains in question until after the transaction had been processed.  As previously stated, our customer was correctly advised by GoDaddy’s customer care team that the domain name renewal is non-refundable.     While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.   Thank you again for the opportunity to address the additional concerns presented by our customer. Kindest regards, Mandy O[redacted]Office of the CEO - GoDaddy

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:

href="https://www.godaddy.com/legal-agreements.aspx">https://www.godaddy.com/...⇄ On March 16, 2015, the hosting account was initially purchased for one year with one of our customer care agents. On March 16, 2016, GoDaddy was instructed to automatically renew the complainant’s hosting account per their account preferences and did so to honor its agreements with the complainant. Account management is a customer responsibility. On April 25, 2016, the complainant contacted our support team to request a refund for the renewal transaction. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. Per our Refund Policy, the complainant has to cancel the hosting account within 30 days of renewal to receive a full refund. The transaction in question is beyond refund eligibility. We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Turn Off Auto Renew- https://www.godaddy.com/help/turn-off-auto-renew-20008 Refund Policy- https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, KayJay R[redacted] Office of the CEO - GoDaddy

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 June 18, 2016 our customer purchased a web hosting plan for a 3-month term via online transaction.  Later the same day our customer canceled the hosting plan.On June 21, 2016 our customer contacted our customer care team to request a refund for the hosting plan in question. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office has made multiple attempts to connect with our customer via phone and have been unsuccessful.  Upon review it was determined the transaction in question was eligible for refund per our Refund Policy.  As such, the requested refund in the amount of $25.77 has been submitted, payable to the original payment method our customer used in the transaction. 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,Gary H[redacted]Office of the CEO - GoDaddy

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 GoDaddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced above.  On May 28, 2014, May 28, 2015, and June 1, 2016, our customer’s financial institution provided GoDaddy with updated information for the payment method associated to the services in question.Per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question and did so following our receipt of the updated credit card information in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to expiration for each service term, most recently on:•  April 20, 2016•  May 5, 2016•  May 15, 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.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We have no record of our customer contacting support staff to request cancellation of services and deactivation of their account. Our customer will need to do so in order to ensure no future billing occurs within their account with us.  We also encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy

Hello Terri,
Thank you for your response to my complaint.  Firstly, it is polite that a customer care representative begins a response with a greeting, such as 'Hello' or 'Good Afternoon'.  This allows the customer to establish a direct line of communication with the business, resulting in an increase in customer satisfaction.
 
Terri, I have attached a screenshot which clearly demonstrates that I am a GoDaddy customer - which, as a result shows me logged into the account.  The person making this complaint is a 'sub account holder', meaning that the relationship and agreements with Godaddy are also bound to this customer too.  Please do not attempt to shift the blame to someone else, making it seem as if it was not his/her fault.
Secondly, you mention that 'The domain name was properly moved out of the initial account and into an account designated by the account holder. '.  Your emails clearly state sent to me state that: 'If you wish to undo this, please email [email protected]'.  I did do this, and my final email CONFIRMED that I would like the domain moved back into the original account.  This was not done however, and as a result GoDaddy did not uphold agreements 'with our customer in good faith'.
In no communication to GoDaddy did me (the account holder) mention that this was to do with a 'third party dispute', and the 'multiple emails' were due to issues not related to the domain name.  You mention 'possible' which no facts back this up.
 Terri, I wish to resolve this peacefully.  As a result, I am giving you a direct line of communication option to send (the account holder) an email from the Office of the CEO (Your email) DIRECTLY.  I do NOT wish to receive a phone call, as a result would like to resolve this as soon as possible.
 
I look forward to your email.
 
Very truly yours,
[redacted].

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 16, 2008, our customer purchased 2 domain names and GoDaddy’s Website Builder, each for two year terms, via online transaction. Website Builder is a proprietary, do-it-yourself, template based product to construct a website. Between August 2010 and August 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question upon expiration for two year terms and did so in a good faith effort to honor its agreements with our customer.GoDaddy proactively sent multiple notices pre-expiration to our customer.  These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Furthermore, GoDaddy sent order confirmation notices following each transaction.  Account management is a customer responsibility. On August 26, 2016, our customer contacted GoDaddy’s customer care to request refunds for the latest product renewal transactions.  Our customer canceled the Website Builder and was refunded the same day.  The domains in question are not refund-eligible. The automatic renewal preference on the domains have been disabled.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been provided all applicable refunds totaling $195.41.  If these funds have not been credited to our customer, they would need to contact their financial institution to determine the status of these funds.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

Godaddy defaulted to automatically renew my annual hosting package and charged me $90 when I didn't consent. I found out they illegally charged me. I've tried calling numerous times during the 30 day window but was never able to get through to a human representative.

When trying to reach them through online chat, they conveniently do not have a category for billing.

They charged me for an entire year without my consent What they are doing is absolutely criminal and illegal.

I was finally able to connect to a human on the 32nd day. Godaddy and the billing department (Keith, Elliot and Andrew) refused to refund the illegally renewed purchase and stated they were restricted by Godaddy policy becasue they only issue annual refunds on 1 year hosting packages after 30 days.

Nevertheless, I stand that Godaddy is unethical and commits illegal business transactions for the charges of 1 year services without consent and refusal for partial refund which is hidden and obstructed through their poor user interface, hidden and deceptive language and unavailability through phone calls and online chat support.

I ordered a domain, and hosting for a year. On the day I was planning on building website they cancelled my account, and refunded my money. The problem is that I paid someone a $150 deposit to build my site that day. GoDaddy cost me $150... They said they had a verification request, and I had to upload pictures of my ID and Credit Card to reorder my domain. Then they would re-charge my. They already had my money, and nobody could tell me what they needed to verify. Huge hassle! Now I am stuck, having to wait on them to reschedule building my site. Do yourself a favor, and buy your domains and hosting elsewhere or you might find your whole business on hold while you wait for them to verify that you actually are a real person. What a pain... Day is ruined!

I used Godaddy hosting for several websites and files. Some of the files were simply hosted by Godaddy for downloading on other websites. This processed worked fine for several months, however, in October 2014 downloading of these files no longer worked. I called multiple times and spoke with about 7 different people, including multiple supervisors. Not only were they unable to fix the problem, things only got worse as my websites experienced outages (even after I was assured that this would not occur). I was initially told the outage would only last a couple of hours. Later I was told it could be up to 48 hours. Once this was resolved there was no effort to fix the original problem despite the fact that I was assured that one or more tickets had been opened. On my last call, the supervisor implied that it was my fault the issue had not been fixed. I was disconnected several times which showed in their records as me hanging up. Also, I was told to remove the spaces from file names, which I did. The bottom line is that there is no follow through and no accountability within the customer service and tech support functions.

When I setup my account I had one specific request to run a [redacted] website on a windows server. The rep told me this was not a problem and if I was unsatisfied I’d be refunded. The site worked for a short period of time (less than 6 months) but the first problem I experienced, the support department talked to me as if I were the problem and gave me an ultimatum, use [redacted] or it won’t work, nothing they can do. So I decided I cancel and move my site to a competitor, that’s when I was informed that the refund would come in in store credit? I will not get that money back as I will never use Godaddy in the future. I hope this will prevent others from falling into the trap I did.

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.Our customer had purchased our CashParking® service via an online transaction and acknowledged the...

following agreements:• Universal Terms of Service Agreement• CashParking® Service AgreementThese agreements may be reviewed at [redacted]GoDaddy is required to validate the contact information of customers that want to monetize their parked domain names. As we were not provided the necessary information by our customer during the CashParking® setup process, advertisements were not displayed on their parked web pages and income was not generated.   RESOLUTION:Go Daddy acted in good faith to uphold agreements with our customer. We attempted to connect with our customer via phone to discuss their concerns and have been unsuccessful. As a one-time gesture of good faith, we have provided our customer a refund for the CashParking® service as In-Store Credit as they had requested. Those funds are currently available to them within their GoDaddy account. Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Regards,[redacted]Office of the CEO[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.

I would highly recommend that GoDaddy print their "Store Credit" policy on their receipts versus burying it links that are difficult to find. In addition, I would recommend that they train their customer service/sales representatives to clearly state the policy especially when I customer specifically asks about cancellations and refunds. 

I do appreciate that they have refunded the payment and also appreciate that they have placed a call to me to ensure I am satisfied with the resolution. However, it would have been nice if I didn't have to report them to the better Revdex.com to get a response.

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 they did have a representative, [redacted], call me today and offered to refund me the total amount I requested in this complaint. This resolution is satisfactory to me as they did not offer any other solution, such as "we have completed the design of your website as per your request" OR "we would like to complete the design of your website as per your request".  It would not be an accurate statement for them to say that they upheld their service promise to me and it seems that they have done nothing to resolve that issue. Furthermore, they did not mention anything about "earning" my future business and for me to have waited for a call back from someone for 4.5 days is unacceptable. I feel that my demands to receive what I paid for within the time that I paid for it made them ignore me completely and the call today was to "hush me up" so they can say they have satisfied my complaint with the Revdex.com. It is not my intent to carry this further since the refund has been issued per an email I received from [redacted]. At this time, I consider this complaint resolved, BUT I want to be clear on my stance that there is a SERIOUS problem at this company that needs some attention. There are too many instances of others with the same or similar complaint and this seems to have been a consistent and constant problem. As for me and my business ... we will sever all ties with Godaddy.com as soon as possible.

Regards,

 

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 complaint and the GoDaddy account in question and would like to present the following.Upon the addition of our Protected Registration services to a domain name 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:[redacted]://[redacted]Resolution:Go Daddy 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 or transferred to another registrar 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 a full refund for the most recent Protected Registration renewal has been provided.   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 bringing this matter to our attention. We have reviewed our customer's concerns to which we would like to present the following.

Prior to the original purchase of products and services, our customer agreed to the...

following agreements:

* Universal Terms of Service Agreement

* Domain Name Registration Agreement

* Hosting Agreement

The latest version of our Universal Terms of Service Agreement and other legal agreements may be found at http://www.godaddy.com/legal-agreements.aspx??

The trademark infringement in question is not a dispute between the customer and GoDaddy. This is an infringement matter between the customer and another party. GoDaddy requires that our process be followed to comply with our legal obligations, resolve disputes, and/or enforce our agreements. As this is an infringement

matter, resolution via phone is not acceptable.

?RESOLUTION:

Go Daddy acted in good faith to uphold agreements with our customer.  GoDaddy has yet to receive the requested documentation from the customer which would allow us to move toward a resolution to this matter although we have reached out to the customer multiple times.

Attempting to contact departments other than GoDaddy's Trademark Department (including our legal and technical teams) in this matter is not an acceptable or proper method of resolution. The customer will need to only work with GoDaddy's Trademark Department to resolve this issue.

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

Kindest regards,

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.  The business has performed this action and, 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.

I want my domain back that I have owned for approximately 15 years.  This [redacted] racketeer has no business using a local construction company’s trademarked domain to point to a fictitious [redacted] website for women’s purses.  These are fraudulent actions that are crimes, plain and simple.  Go Daddy knew when they sold my domain to the [redacted] that it was mine.  This is blatantly obvious with the previous complaint that I filed with the Revdex.com.  I do not care if they sent me e-mails wanting to sell my domain to me.   I did not want to buy anything from them and already had the domain hosted/registered with another company.  These are not honorable advertising and business tactics.  What GoDaddy has done is ransomed my domain and offered it for sale for a mere $15-$20 and sold my livelihood to some [redacted] in China that is misleading Americans and other people around the world that they are buying [redacted] purses, when they are buying “knock offs”.  I believe the news media and the general public would find this appalling:  that an American company would resort to panhandling American companies’ websites and names to undeserving crooks overseas that can use the websites to boost their presence and criminal activity in our economy.  GoDaddy can erase its wrong doing and stop this crime by merely instructing this [redacted] crook that it issued the domain in error and refunding his money.  This [redacted] has no legitimate use for the domain, other than stealing my customer traffic to sell his “black market” purses, and he has essentially stolen my primary means of advertising for my business.  There no telling how much money I will continue to lose.  If the Revdex.com endorses this type of criminal business activity for one of its “members”, it will be an injustice for consumer protections.  GoDaddy knows what it did and is doing is wrong and needs to correct its actions to remain a reputable business, one that can be endorsed by the Revdex.com.

Regards,