GoDaddy.com

Dear Dispute Resolution Consultant,

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

Shipping charges are set by the provider (e.g. [redacted], [redacted], [redacted], etc.).  GoDaddy’s Quick Shopping Cart pulls this data unaltered from each provider’s respective API (application program interface).  In this case, GoDaddy’s Quick Shopping Cart was working correctly, but the provider had incorrect data.  As this was outside of GoDaddy’s control, we relied upon the [redacted] to fix their error and they worked vigorously to accomplish this understanding the needs of both API and end user.

In addition to GoDaddy reaching out to the [redacted], we also encouraged our customers who were using the [redacted] as a shipping method to reach out to them, as well.  GoDaddy recognized the severity of the matter and we posted the notice, both alerting our customers of the incorrect rates and encouraging them to contact the [redacted] since only the [redacted] could solve the problem.  

Again, this was not an issue with GoDaddy’s Quick Shopping Cart. However, we have generously provided the customer with three additional months of Quick Shopping Cart as a gesture of goodwill.

Thank you again for the opportunity to shed light on the concerns presented by our valued customer.

Kindest Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

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* Hosting AgreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at http://www.godaddy.com/legal-agreements.aspx?On November 23, 2013 our customer purchased a hosting plan for a one-year term.  This is for the period ending November 23, 2014.On November 23, 2014 our customer contacted our billing teams for assistance with the renewal of their hosting plan for another year term. GoDaddy is currently offering the purchase of new hosting plans at a discounted price.  The promotion which our customer is referencing is for the purchase of a new hosting plan.  This is also supported by the screenshots provided by our customer.All GoDaddy offers contain either text included within, or a link to information regarding the details and limitations of the offer in question. The promotion which our customer desired is not applicable to the transaction in question due to offer restrictions.Resolution:Go Daddy acted in good faith to uphold its agreements with our customer.The promotion was not applicable to the renewal transaction.  As such, we are unable to provide the desired refund.  Thank you for the opportunity to address this matter.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone

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.The customer acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:•         Universal Terms of Service•         Domain Name Registration Agreement•         Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 28, 2013 our customer purchased the domain in question with our Protected Registration and did so via an online transaction. Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a Good Faith effort to honor its agreements with the customer. Account management is a customer responsibility.GoDaddy sent renewal notices prior to the renewal on:•         September 29, 2014•         October 29, 2014 •         November 29, 2014On December 28, 2014, the customer contacted GoDaddy’s customer support teams to remove the protected registration. Our representative then provided correct instructions to cancel the Protected Registration. Since then, our customer has completed the process of removing the Protected Registration service from their domain name.One of the features of our premium Protected Registration service is to protect against the cancellation/expiration of the domain name. Domain names which have this service cannot be canceled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.To be clear, the customer's account was not a "Premier Services Account". The service they were using is called Protected Registration. GoDaddy does not require documentation from the IRS, local and State Regulatory agencies to cancel the service. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  The Protected Registration service functioned as advertised, keeping the domain from being canceled without proof of identification.We have connected with our customer and assisted them with the process of cancelling their domain name. In accordance with our refund policies, the customer has been refunded the protected registration and domain registration charges. EDUCATION:T[redacted]

[redacted]  [redacted]Thank you again 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]

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the 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• Website Builder Service AgreementThe latest version of these agreements can be found at: [redacted]The customer’s issue is one of account management. On January 18, 2013, our customer reached out to our support teams to determine why their site was down. The customer was informed at this time; their hosting had expired previously on September 27, 2012. During this interaction, the customer purchased a Website Builder package to rebuild their site.Per our customer's account preferences, GoDaddy was instructed to automatically renew the Website Builder plan in question and did so in a Good Faith effort to honor its agreements with the customer. The plan had also previously renewed on January 18 2014.Account management is a customer responsibility.Prior to the most recent expiration and renewal dates, GoDaddy sent the customer a renewal notice on January 11 2015. Additionally, on May 17, 2014, the customer’s domain name had cancelled due to auto-renew bring turned off.Our customer was not overbilled. GoDaddy followed the customer’s renewal instructions and allowed them full access over the account to modify their preferences at any time.RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. Our customer has already connected with our support teams regarding the most recent renewal and a refund has already been provided.EDUCATION: The following information may be of benefit to our customer:Managing Renewals for Products and Services - [redacted]Refund Policy - [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest Regards,[redacted]Office of the CEO - GoDaddy[redacted]###-###-#### 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.The statement provided by GoDaddy cannot be true. Yes they did fix my service and still refunded the $3.51 anyway, but did not give me a free year of service. They just simply never refunded the original year of service that I did not order. The receipt # is [redacted], issued on 01-15-2015, in the amount of $99.62. I have written confirmation from the bank that this refund never took place. This would be the last step in resolving this matter completely.

Regards,[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•    GoDaddy Domain Name Registration Agreement•    Microsoft Office Terms of Use•    The latest version of these agreements may be found at: www.godaddy.com/legal-agreements.aspx.On January 28, 2015 one day after purchasing their Domain Name the complainant cancelled it. At that time a refund was processed as an in-store credit as agreed to by the complainant. The complainant has subsequently requested a cash disbursement of this in-store credit.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception we have provided the complaint with a refund to their original payment method for the transaction dated January 28, 2015.  This refund is for $11.34 and may require 5 to 7 days to reflect at their financial institution.EDUCATION: The complainant might find this article on GoDaddy’s Refund Policy useful.https://support.godaddy.com/help/article/8849/refund-policyThank you for the opportunity to address and bring clarity to the concerns presented by the complainant..Best regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.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.

Regards,

[redacted] The last online transaction made with Go Daddy was on July 7, 2014 (Receipt #[redacted]) for an additional three years use of the Website Builder which for designing personal websites, one of which I already had with them until December 27, 2014 when the domain's five year period was completed. Early in November that same year I opened my Go Daddy account to check on the cost of renewing the domain, then after doing so I decided to open the Website Builder to do some editing of my site, but then suddenly the Go Daddy site closed. I tried opening everything up two more times but same thing happened and so I suspected I was not being allowed to edit my site until I paid for their additional services, but I contacted customer service and I was told that something must be wrong computer I was using and the person I spoke with suggestively asked me if I would purchase anything else from Go Daddy. Not being satisfied I then went ahead and made a complaint about them at a website called consumeraffairs.com where there are many other dissatisfied Go Daddy customers. The site has since posted my complaint on November 23, 2014.

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 sent renewal notices prior to the expiration date on:•November 14, 2014•December 14, 2014•January 13, 2015•January 28, 2015•February 7, 2015These notices indicated the service would be automatically renewed upon expiration unless action was taken. I do not recall seeing any information in the above emails about automatic renewal unless I cancelled. I do recall messages from GoDaddy that they were unable to charge my credit card for the renewal fee.  I would need to see these emails to verify GoDaddy's response to this complaint.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.They have provided a refund. However, it is not true that I never contacted them. They failed to respond to my communications. They also intentionally make it very difficult to get in touch with them. Their business practices are shady, and their Revdex.com rating should be reduced regardless of the fact that they issued a refund.

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·  Hosting AgreementThe latest version of these agreements can be found at: [redacted]On February 24, 2015, the complainant renewed the domain [redacted] for a 1 year term via phone with a customer care agent.  During this phone call, the complainant also consolidated the domain’s renewal date.  Domain consolidation is a different process than renewing a domain name’s registration, and does incur separate fees.  Domain consolidation allows GoDaddy customers to synchronize the renewal dates of certain domain extensions so they renew on the same date.  On February 26, 2015, the complainant canceled the domain names [redacted] and [redacted] via their customer account.  While the complainant may have not intended to do so, this set in motion a series of events that the complainant needed to take action on in a timely manner to recover both domains. The complainant called our customer care team and recovered the domain [redacted] by paying an additional redemption fee.  The domain [redacted] was not renewed in a timely manner, and followed the normal domain life cycle, eventually being returned to the domain registry.  This domain has since been acquired by another party at another domain registrar.Resolution:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.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.As the complainant canceled the domain name [redacted] within 5 days of renewal, we have refunded the renewal cost of $8.47 in accordance with our Refund Policy.  Additionally, as a goodwill gesture, we have refunded the $80 redemptionfee for [redacted].  We are unable to offer any further compensation for the domain names in question, as the complainant deleted the domain names from their own account, voluntarily ending their domains’ registration terms.  We have contacted the complainant directly, and they have accepted the offer listed above.  The complainant may need to allow 5 to 7 days for their financial institution to credit these funds to their account.  As such, we consider this matter to be closed.Education:The complainant may find the following support articles helpful for future reference:Renewing Your Domain Names:[redacted]Refund Policy:[redacted]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 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.From the information provided, it appears the complainant is in dispute...

with a third party who controls the domain name in question.  GoDaddy has not entered into any agreements with the complainant. Any agreements the complainant has made with the third party would be outside of that party’s agreements with GoDaddy.  GoDaddy cannot become involved in third-party disputes.If the complainant is unable to amicably resolve the matter with the owner of the account where the domain name is located, they may request a Change of Account by filling out a 'Change Form'.  This can be found at the following link: https://supportcenter.godaddy.com/ChangeRequest/Index?ci=58841&idpXdReq=true...⇄ order for a domain to be moved using this process, specific verification information is required showing the complainant is the registrant or an authorized party for the company/organization listed on the domain.  If the complainant is not listed as the registrant but feels they have a claim to the domain's registration, they may wish to review our Uniform Domain Name Dispute Resolution Policy (UDRP) found at the link below:https://www.godaddy.com/agreements/showdoc.aspx?pageid=UNIFORM_DOMAINThank 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###-###-#### Fax

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

conducting business with GoDaddy:* Universal Terms of Service Agreement* Hosting AgreementThe latest version of these agreements can be found at: [redacted]On May 9, 2015, our customer purchased a hosting plan via an online transaction for a one month term. This was for the period ending June 9, 2015.On June 9, 2015; per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question upon expiration and attempted to do so in a good faith effort to honor its agreements with our customer. However, the customer's financial institution declined payment and the customer was subsequently notified of the failed transaction by email.GoDaddy provided ten days of service to our customer at no cost following expiration before the site was suspended. GoDaddy provided an additional ten days of service in a suspended status prior to the service cancellation due to nonpayment. In total, GoDaddy provided 20 days of service without payment prior to cancellation. Ultimately, our customer did not take action and their service was canceled on June 29, 2015 due to non-payment. Our customer did not contact our support staff regarding this matter until June 30, 2015.The customer is under no obligation to pay a restore fee to recover their website, provided they have their own independent backups of their content. Website restores are not a product that GoDaddy regularly offers, but rather a service that GoDaddy may provide in rare occasions when a customer does not have their own content independently backed up.Account management, including on time payments and data backups, is a customer responsibility.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.If the customer does not have their own backups on hand GoDaddy can attempt to restore the site for them. The cost for this service is normally $150.00, however, as a onetime exception, we will reduce this fee down to $75. The fee for this service is not punitive, but one to offset GoDaddy's labor and services cost. If the customer wishes to accept this offer, they may contact our office directly.Education:The customer might find the following articles useful.Back up Your Website[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards,Stephen J[redacted]Office of the CEO - GoDaddy[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.

Regards,

Dear Dispute Resolution Consultant,Thank you for the

opportunity to address and bring clarity to the additional concerns presented

by the complainant. We are unable to provide

the information the complainant is requesting in a response to this complaint.

We have connected with the complainant directly via email with further

information regarding their refund check, and appreciate their patience.Thank you again for the opportunity to address and bring

clarity to the additional concerns presented by the complainant.Kindest

regards,[redacted]Office of

the CEO - GoDaddy[redacted]Scottsdale,

AZ 85260

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

conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 4, 2015, our records show that a user logged into our customers GoDaddy account using the proper login credentials and made changes to the account settings (i.e. updated the email address, changed the account password, etc.). When changes such as these occur, GoDaddy sends a notification email to the original email address informing the customer that changes have been made.  This notice instructs the customer to log into their account to update their security settings or contact our customer support team for assistance if those changes were made without consent.  GoDaddy received no such contact from our customer. On July 9, 2015, the domain name in question was transferred to another domain name registrar.On August 3, 2015, GoDaddy’s customer support team called the number on the account and spoke to our customer about a failed renewal for another product within their account. During this conversation, it was discovered that the prior account changes were not authorized by our customer and our agent correctly advised our customer to complete a “Request for Dispute on Transfer Away” form.Per the user agreements, customers agree that they are solely responsible for the activity that occurs within their account, whether authorized by them or not. Customers must keep their account information secure; including without limitation, their cr/Username and password. Customers must also notify GoDaddy immediately of any breach of security or unauthorized use of their account.  GoDaddy also offers Two-Factor Authentication, a security feature that prevents account and domain name hijacking.  GoDaddy provides this valuable service at no cost.  Unfortunately, our customer was not utilizing this service.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. Account management, including the protection of login credentials, is a customer responsibility.GoDaddy’s Domains Services department is currently working with the present domain name registrar, [redacted], and following ICANN’s Registrar Transfer Dispute Resolution Policy by which all registrars (i.e. GoDaddy and [redacted]) and registrants (i.e. our customer) must abide. We are awaiting the outcome of [redacted]’s investigation as they are the controlling entity in this matter. If [redacted] chooses not to return the domain name to GoDaddy, our customer will need to work with [redacted] directly to resolve this dispute. GoDaddy remains our customer’s advocate in this matter and will notify our customer of any progress.EDUCATION:Our customer may find the following support articles helpful:Locking Down a Compromised Account - https://www.godaddy.com/help/locking-down-a-compromised-account-6966Enable Two-Factor Authentication -https://www.godaddy.com/help/enable-two-factor-authentication-7502Registrar Transfer Dispute Resolution Policy -https://www.icann.org/resources/pages/tdrp-2012-02-25-enHelp Our friendly and knowledgeable customer care team is also standing by to help with any aspect of a GoDaddy account and can be reached at +1 480-505-8877 or by visiting https://www.godaddy.com/help for live chat, help articles, and more.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,Todd C[redacted] Office of the CEO - GoDaddy14455 N. Hayden Rd. Suite 226Scottsdale, AZ 85260

Dear Dispute Resolution Consultant,
Thank you for the opportunity to address and bring clarity to the complainant’s additional concerns.
We stand by our previous response. We appreciate the complainant’s suggestions about our notifications during the failed billing process and will share this feedback with the appropriate parties internally.
As previously stated, account management, including maintaining data backups, is a customer responsibility, one the complainant agreed to upon doing business with GoDaddy.  GoDaddy sent multiple notices regarding each hosting account prior to expiration, and sent notices after expiration explaining the failed billing.   GoDaddy has no control over what happens to the email notices once they leave our system or how the customer's ISP or email client chooses to handle the email once received.  Notifications via postal mail are also not a timely or efficient manner of contacting customers regarding failed renewals.
After expiration, GoDaddy provided 10 days of service at no cost. GoDaddy then provided an additional 10 days of service in suspended status prior to cancellation due to non-payment. In total, GoDaddy provided 20 days of service to each expired hosting plan without payment prior to cancellation.
The complainant did not call to address their renewal concerns in a timely manner, and as such, a complete data restore was not possible. Again, the reason GoDaddy charges a recovery attempt fee is not a punitive one, rather, it is to offset expense incurred by GoDaddy when our administrators must perform data recovery work to attempt to restore the deleted content.
In an additional goodwill gesture, our support teams have refunded the $80 recovery attempt fee, and we consider this matter closed.
Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.
Kindest regards,
Ken C[redacted]Office of the CEO – GoDaddy

[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 March 4, 2016, our customer purchased multiple products via online transaction.On March 8, 2016, our customer cancelled their products and talked with GoDaddy customer care to request a refund for the services. Most refunds were processed however, it does appear one refund transaction was not processed.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As our customer cancelled the products within the refund policy time-frames, we have refunded the remaining applicable refund of $80.83 to the associated payment method. Please allow three to five days for the refund to process. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mandy[redacted]Office of the CEO - GoDaddy

I have received absolutely NO resolution to this issue and the Supervisors at GoDaddy cannot keep their stories straight. I was told by Supervisor Marcus that an incorrect seller had tried to sell the domain and to contact the correct seller, [redacted]. When I contacted [redacted], I spoke with Patrick who said that they WERE the responsible for the listing but that GoDaddy had listed it for an incorrect price. They said that they use GoDaddy to list their sites all the time but that GoDaddy was the responsible party because they never contacted [redacted] to tell them the site had been sold or that the selling price was for $500.00  This is in complete contrast to what I was told by Representative Michael, who put me on hold for over 10minutes to "call" [redacted] and see why they'd refused the transaction. After receiving NO truthful answer and getting the run around from both companies, I contacted GoDaddy again and spoke with Supervisor Sergio who stated that the circumstances were very suspect and that if the site became available again via online auctions to let him know. As of 08/22/2016, the site (www.kikadesign.com) has been listed again on GoDaddy, with a price increase from $500.00 (which I purchased it for) to $2,795.00. I believe this is a prime example of two corporations, who do lots of business together, covering a mistake that they should take full responsibility for. I would like TRUTHFUL answers and the site I purchased!

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 May 24, 2016, our customer purchased our WordPress Design and...

hosting services for a 1-year term.  This service enlists GoDaddy’s Professional Web Design team to create a custom website (for a one-time fee), using the WordPress application. Customers must submit information, including images and text, for the website to our Professional Web Design team before the site can be built.Additionally, on May 24 and 25, 2016, our customer also purchased multiple domain name registrations with protected registration, Online Essentials email plan, and Premium Online Store all for a 3-year term.  Our customer also added two more years to their WordPress hosting plan, and purchased an email migration, where GoDaddy’s Expert Services team migrates customer emails from one email platform to another for a set fee.  The total of these purchases was $5876.08.Our customer was unhappy with the website after the initial design process and subsequent revisions and chose to cancel the project on July 20, 2016.  Our customer was provided with a refund of the design services fee less 30%, per our refund policy, a total of $1749.99.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Despite our customer canceling their hosting plan outside of the 30-day refund eligibility window, we have refunded the purchased time of 3 years, a total of $539.64, as a one-time exception.  All other products our customer has in their account are either still active or not refund eligible.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy