GoDaddy.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

•    GoDaddy Quick Shopping Cart Agreement

The latest version of these agreements can be found at: [redacted]

On September 26, 2014 the complaint purchased a Deluxe Quick Shopping Cart during an online transaction through the GoDaddy website. They subsequently upgraded to an Unlimited Quick Shopping Cart and requested to receive discounted pricing for the upgrade. We appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers. 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.

As a onetime exception we have a provided the complaint with a refund of $50.00 against the cost of upgrading their Quick Shopping Cart. This reflects the pricing the complainant had requested.

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

Kind regards,

Office of the CEO - GoDaddy

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Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to our customer’s additional concerns.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.As previously indicated, should our customer no longer wish to use the hosting account in question, they may cancel it and our offer to refund the unused months back to their payment method stands. (Note: this is not an In Store Credit)At this time we will consider this matter to be resolved as there is no further action this office can take until our customer notifies us of the cancellation of the hosting plan in question.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer. Regards,[redacted]Office of the CEO – GoDaddy

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

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.In filing my complaint with the Revdex.com, I very clearly stated the resolution I wanted. It was not simply a matter of GoDaddy following its corporate procedures. I want full resolution. I want my name removed from the WhoIs database, and I do not want any connection with this domain ([redacted]) that I never purchased. If you go to the WhoIs listing ([redacted]) it continues to show my contact information.I paid for privacy on the domain I did buy, and my phone number is on the national Do Not Call list. I have in fact been contacted by vendors who want to do work on [redacted] - such activity is disruptive to my daily life, and it worries me who else has my phone number.

Regards,

Dear Dispute Resolution ConsultantThank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn May 4, 2014 our customer made a purchase for multiple domain names via an online transaction for a one year term. At this time, our customer had selected to have the domains set for automatic renewal at the end of their current term.GoDaddy sent renewal notices prior to the expiration date on:• February 2, 2015• March 4, 2015• April 3, 2015• April 18, 2015• April 28, 2015Per our customer’s account preferences, GoDaddy was instructed to automatically renew their services and did so in a good faith effort to honor its agreements with the customer. GoDaddy provides customers full control over the automatic renewal feature from within their account. Account management is a customer responsibility.Our customer was also sent confirmation of the transaction in question on:• May 3, 2015The customer contacted our support staff twice on May 5, 2015 to request a refund, at which time they were provided accurate information and advised that they were not eligible for a refund, per our Refund Policy.When a domain name is registered or renewed, GoDaddy acts like a broker in the sense that we are taking an order from the customer (registrant) and buying/renewing the domain(s) from the Registry on behalf of the customer. It is then up to the Registry to decide if they will take back an order, return the funds, and the timeframe in which they would do so. In this case, the .co Registry does not allow for refunds on renewals of this domain name extension as stated in our Refund Policy.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.GoDaddy has already provided the renewal money to the Registry and as such, we are unable to absorb the cost of our customer’s domain renewals.Education:The customer might find the following support articles helpful:Refund Policyhttps://support.godaddy.com/help/article/8849Managing Renewals for Products and Serviceshttps://support.godaddy.com/help/article/725Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

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 don't care what agreements I checked and agreed to. We all know that no one reads this crap. Also, there is no point in flaunting your daily backups feature if we can't access them when late on a payment and account is suspended. Overall, you put these conditions in fine print that no one reads. Knowing that fact, you're blatantly misleading your customers by omitting this in clear terms. I refuse to pay anymore than the hosting fees, I'll be continuing my promises regarding how I'll further deal with this issue.

Regards,

RE: Complaint ID # [redacted]Dear Resolution Consultant, A link to the standard or updated “What is Protected

Registration?”, “Cancelling Protected Registration”, and “Refund Policy” does

not address my complaint. It basically says, here is our process, take it or

leave it. We, the mighty Go Daddy, need not tell you anything about the problems

this customer had in trying to cancel the privacy policy. We, the mighty Go Daddy,

need not do anything to ensure this paying customer, that any private information

collected (license, passport, etc.) for the purpose of removing the privacy has

been properly and securely deleted. We need not admit that our customer support

failed to appropriately guide our paying customers on how to make the changes

needed to make on our online systems.  We, the mighty Go Daddy, need not admit that in spite of our policy, that

we required this client to send his private information via regular email. We,

GO DADDY need not bother recognizing that normal changes in business practices

may make it virtually impossible to remove the privacy policy due to our archaic

practices and lack of communication with clients.
The only information received by the Revdex.com agent and therefore

me, as the customer filing the complaint, is the link to their policies. Go

Daddy’s process, communications (both email and technical support are

disconnected from each other keeping the customer in the dark).  None of the problems I encountered and

reported have been addressed. There is no evidence that the complaint or

customer is incorrect, there is only links to the standard/updated policy.
I‘d rather leave this complaint open and unresolved for any

future victims to realize the kind of company they will be dealing with when

they pay for a service with Go Daddy.Thanks for your consideration,[redacted]

The response from GoDaddy is totally unacceptable. I have attached the screenshot of the receipt I received when I paid and in no place does it state it is an upgrade! It states I had paid for 1 month of 3 GB server for $6.08 and for the company to state it stated it was for an upgrade is false. If this was an error it was the company's fault and they should be obligated to give me, the customer what I thought I had paid for!

Thank you for the opportunity to address our customer’s additional concerns.   We stand by our previous response. The website build is on hold per the customer’s request on August 8, 2016. Should our customer wish to move forward with the build they will need to contact our Website Design Team via phone or email directly. Our customer may choose to continue with the build or cancel and receive a partial refund.   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

Dear Dispute Resolution ConsultantThank 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 agreement:   Universal Terms of Service AgreementThe latest version of this agreement and other legal agreements may be found at:http://www.[redacted].com/[redacted]Our customer agreed that account management, including product renewals, were their sole responsibility when they agreed to our terms at the time of purchase. GoDaddy sent our customer multiple email notifications prior to the expiration of their website.GoDaddy was instructed, per our customer’s account preferences, to renew services upon their expiration. GoDaddy attempted to do so multiple times using the payment method provided by our customer. These attempts were unsuccessful and our customer was notified by email following each failed attempt.Resolution:GoDaddy values our customer’s business and acted in good faith in this matter; specifically, attempting to renew our customer’s expiring website in accordance with the customer’s account preferences. GoDaddy will not be issuing any refunds to our customer as they do not have active products that would be eligible for a refund.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

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.

Regards,

 I would like to see where I agreed with there anti spam policy.

I would like to see a signed agreement.

Dear Dispute Resolution Consultant

Thank you for bringing this matter to our attention. We have reviewed the complainant's additional comments to which we would like to present the following.

As stated in our previous response, our customer's account preferences instructed GoDaddy to not automatically renew their domain. We honored this instruction and we also sent proper notifications.

On the date the domain expired our customer's term of registration ended. Based on the date the customer took action and per our agreed terms the proper fee was applied. GoDaddy provided the customer a monetary courtesy by reducing the agreed fee. Account management is the customer's responsibility.

Thank you for the opportunity to bring clarity to this matter.

Best Regards,

Office of the CEO - GoDaddy

Scottsdale,AZ 85260

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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

• Go Daddy Hosting Agreement

These agreements may be reviewed at http://www.godaddy.com/legal-agreements.aspx

From our understanding and review, our customer completed a purchase on September 29, 2013 that qualified them for a $50 [redacted] Ad credit. This credit had a requirement that it must be used within 90 days of activation. Our customer activated the [redacted] Ad credit on October 31, 2013 but did not utilize the credit in the allowed 90 day time frame.

The customer agreed to the terms that govern the credit provided by [redacted].

RESOLUTION:

Go Daddy acted in good faith to uphold agreements with our customer and the products provided by GoDaddy worked as expected.

If the customer was charged by [redacted], GoDaddy being a separate entity, is unable to account for those charges. GoDaddy cannot refund the customer funds that we never received.

If the customer is willing to provide us with the email address they state was used with their [redacted] credit our development team will make best effort attempt to look at any other possible scenarios that may be involved.  Should our customer wish for us to do this they may contact our office directly at [redacted]@godaddy.com.

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

Regards,

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.In numerous emails, I have asked the Network Violations staff to specifically point out the phrases in the policy for which they feel I have violated and to give me specific examples. They have avoided this throughout most of our communications by using vague wording and simply making references back to the policies mentioned. Of the few instances where they have been more specific, the files listed were arbitrary at best. What I use the website for is no more than the type of software already supported within their recommended software list.

More specifically to what was stated in Mr. [redacted]'s response, the concept of a web server is by definition a file repository. More specifically to the reference to the Hosting Agreement, section 5 notes limitations of Storage and Plan Limits. The Network Violations staff has made reference to my use of 104GB of web storage. In the same message, they made reference to files as small as 1MB, which is hardly a drop in the bucket when talking about gigabytes of data.

Furthermore, GoDaddy sells 3 levels of web hosting services. The MINIMAL level of storage is 100GB, which is for the base level. The 3rd tier, for which I have subscribed, is noted as being "UNLIMITED" and does not have any disclaimer in the sales materials. If there is to be such a significant redefinition to the term, it would be most appropriate to make this upfront and obvious instead of relying on technical jargon for which the common person would not be expected to understand. At a minimum, what GoDaddy is doing is overselling their product by making promises for whch they have no intention of upholding.

Mr. [redacted] states his team has made a good faith effort, but I dispute this fact. If there was a good faith effort, the Network Violations staff would have fully articulated the issue with examples and would have also answered my questions for clarity. Instead, they have made my websites unavailable and knowingly used this tactic to bully their way to have me comply with a policy for which they will not explain. Furthermore, they are knowingly inflicting irreparable damage to the reputation of my research work. A good faith effort would not impose such a harsh tactic during negotiations.

Regards,

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention.  We have reviewed our customer’s correspondence and the Go Daddy account in question to which we would like to present the following.Prior to the original purchase and renewal of...

our email services, our customer agreed to the following agreements:· Universal Terms of Service Agreement · Microsoft Office Terms of Use· Workspace Service AgreementThese agreements may be reviewed at https://www.[redacted]Our customer states they have moved to our Office 365 email offerings to help alleviate any issues they were having with using email with their mobile or third party devices.RESOLUTION:Go Daddy acted in good faith to uphold its agreements with our customer.  We have contacted our customer via phone to discuss and address their concerns.  We added one year of our Office 365 email solution to our customer’s account at no cost to them as a goodwill gesture and consider this matter resolved.Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Best regards,[redacted]Office of the CEO

Dear Dispute Resolution Consultant

Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.

Prior to making the purchase for Express Email...

Marketing online through the GoDaddy website the complainant acknowledged and agreed to the following agreements upon conducting

business with GoDaddy:

· GoDaddy Universal Terms of Service Agreement

· Workspace Service Agreement

These agreements may be reviewed [redacted]

On April 29, 2014 our customer was notified their use of our Express Email Marketing product resulted in abusive levels of traffic to our servers and was in violation of agreed terms.  Specifically, the customer received a large number of bounceback messages indicating the email addresses being sent to may not have Opted-In to receiving messages from this sender.

RESOLUTION:

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

The customer has been provided with an option to create a confirmed Opt-In system allowing them to use the product as intended and within our terms of service.  If the customer would like to do so, they can continue working with the Abuse Department.

As the product was working as intended, and our terms of service were violated, we are unable to provide a refund for the one month the product had been purchased for.

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

Best regards,

Office of the CEO - GoDaddy

Sc[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 contacted me and promised to resolve by today.  They promised to have the domain transferred to my account again by today.  They recharged my account after issuing a refund for initial payment.  I have paid again and am waiting to see if they will deliver as promised.  I gave them one more chance.  At this point today, they have not made the transfer yet. 

 

On another note, I read the response from Godaddy to the Revdex.com and although Godaddy forwarded a link to their policies and terms… they did not forward a copy of the recorded phone call where their employee made false promises.  According to their terms and policies… they can take my $1,600 and keep me in an infinite loop while they request the domain from the seller and I would never be allowed a refund… that does not make sense and is not what they promised me on the phone.  I hope they just own up to the fact they made false promises and I hope they do what they said when they took my money.

 

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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 would like to present the following. Upon purchase of services, our customer acknowledged and accepted the following...

agreements: • Universal Terms of Service Agreement• Domain Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements may be found at: http://www.[redacted]Our customer purchased Protected Registration for their domain name.  One of the features of the service is to protect against the cancellation/expiration of the domain name.  In order to release GoDaddy and DomainsByProxy.com from this obligation, the customer is required to fill out the Request for Protected Registration Cancellation form and provide documentation that matches that of the domain Registrant.The service is working as expected and GoDaddy has upheld its agreements in good faith with the customer. Resolution:Our customer has provided the proper documentation and the service has been canceled and refunds totaling $46.14 have been processed. We now consider this matter to be resolved.Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards,  [redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant

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

[redacted] and GoDaddy are two separate companies. As such, our customer will need to contact [redacted] to resolve any outstanding concerns related to the services provided by [redacted]. GoDaddy maintains no control over the agreements between our customer and [redacted].

If the customer has information they wish to share with us in an attempt to bring clarity to the situation we welcome that information.

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

Kindest regards

Dear Dispute Resolution Consultant,

 

Thank you for bringing this matter to our attention. We have reviewed our customer's rebuttal and would like to present the following.

 

The complainant provided invalid information during the creation of the account and transaction in question. As part of our verification process GoDaddy attempted to contact the complainant multiple times without success to verify if their purchase was legitimate. GoDaddy takes its obligation to protect consumers very seriously.

 

While there is a limited time frame available, if the customer cooperates and provides us with the needed documentation and repayment for the domain we will activate it in their account.

 

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

Kind regards,