GoDaddy.com

Go Daddy had been able to reach me by phone and we were able to come to a favorable resolution in reference to complaint ID [redacted]. I will wait 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 the complainant’s additional comments to our attention.  In search of our records and this complainant we were finally able to locate a screen capture provided by the complainant. In this instance, the complainant has chosen to utilize GoDaddy’s parked servers. GoDaddy customers are not required to utilize these servers.  While we do provide these servers at no charge to our customers, there is a real cost associated with the operation of the servers.As such, if the complainant chooses to utilize our parked servers a default template will be displayed that states “This Web page is parked FREE, courtesy of GoDaddy.com” and “Learn how you can get this domain”. We do not state the domain is for sale. Rather, clicking on the link associated with the wording “Learn how you can get this domain” redirects a user to our Domain Buy Service webpage. The webpage does not state the domain is for sale but offers a user the option of using our Domain Buy Service in a non-guaranteed attempt to negotiate with the registrant. Account management and domain configuration is a customer responsibility; the complainant maintains full control over their domains and where they resolve to. At any time they can point the domains away from GoDaddy’s servers to alternate servers or forward them to another destination URL.  GoDaddy provides DNS and forwarding at no charge to our customers.   We sincerely appreciate the complainant’s feedback about our support staff and will apprise our customer care managers. This will be done in an effort to address any opportunities that may exist to improve our service levels. RESOLUTION: We have upheld our agreements with the complainant and have always empowered them to resolve their domains to any destination they choose. We do not require GoDaddy customers to utilize our parked servers. Thank you for the opportunity to address the complainant’s additional comments.  Kindest Regards,[redacted]Office of the CEO – GoDaddy

Dear Dispute Resolution ConsultantThank you for bringing the customer's additional comments to our attention.The customer's hosting account was not suspended a second time. The issue they are describing stemmed from failed login attempts by our customer. Resolution:Our support team worked with our customer and from our understanding they are able to login to their hosting account and database. We feel this matter is resolved. If the customer violates our terms again by negatively impacting our environment we will need to protect the stability of the environment and other customers and suspend their website again. Thank you for the opportunity to address and bring clarity to the concerns presented by the customer.Best 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.  They contact they refer to in September was AFTER I had brought it to their attention, and it was later deemed to be resolved. They later locked the account again with no notification. However, after I opened this case, they gave me two months of hosting. This is an acceptable compromise.

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.I first cancelled auto renewal with the help of GoDaddy support staff on 6/12/2013. It was then activated again (by GoDaddy, not by me) on or before 10/8/2013. I then cancelled the auto renewal again. It was then reactivated by GoDaddy on or before 17/11/2013. None of the reactivations were done with my knowledge or consent. In addition, I spoke with [redacted] regarding this issue in May of 2013. They informed me that all merchants, including GoDaddy, must honor cancellation requests. I sent the letter as instructed by [redacted] to GoDaddy informing you to never automatically charge my [redacted] even in the case where renewal has been asked for. [redacted] assured me that this overrules any policy you may have with me because it would be in violation with the agreement you have with [redacted].I have done my reasonable best to ensure I was not fraudulently charged again, but it happened anyways. If you need to re-cancel something to process my refund then go ahead.

Regards,

Dear Dispute Resolution Consultant

We have reviewed our customer's rebuttal and would like to present the following.

GoDaddy

has provided the customer with $92.97 in exception refunds to date with

this matter in an effort to gain their agreed cooperation with the

cancellation of the Protected Registration service.

Additionally,

our customer has placed chargebacks against GoDaddy in this matter

which prevent us from working with them further until they are resolved

in the matter of funds paid or to be considered for additional exception

refunds.

At this time, we have not received proper business

documentation from the customer needed to cancel the service. As a

business was listed as the Organization on the domain, this supersedes

the first and last name for the domain and is required for cancellation.

Additionally, we have offered the customer to provide us with an

alternative document that states that the business was never properly

active and the customer has not provided this to us.

GoDaddy

has honored its agreements with the customer, made a best effort attempt

to resolve this matter as well as made exception refunds to them in

order to obtain the customer's agreed cooperation in cancelling the

service.

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

Kindest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

[redacted] Phone

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

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 the purchase of their Ultimate Shared Hosting...

Account through the GoDaddy website the complainant acknowledged and agreed to the following agreements upon conducting business with GoDaddy:

• GoDaddy Universal Terms of Service Agreement

• GoDaddy Hosting Agreement

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

On March 24, 2014 our customer was contacted by GoDaddy's Network Violations Team as their account was over utilizing resources and was in violation of agreed terms.  Specifically, using the account as a file repository is against our terms to which the customer agreed.

RESOLUTION:

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

We will allow the customer until April 9, 2014 to bring their account into compliance with our agreed terms.

Should our customer desire to cancel their Shared Hosting Account we will be happy to provide a refund for the time remaining on their account. If they desire to take advantage of this offer they can contact this office directly. The customer may also consider using GoDaddy's Online Storage product if they need a service to store files.

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

Kindest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

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

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

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention.  We have reviewed the correspondence and would like to present the following.Prior to conducting business with GoDaddy, customers must acknowledge our Universal Terms of Service...

Agreement.  The latest versions of all our agreements can be found at the following link:[redacted]Our customer is attempting to access an account with us where they have enabled Two-Step Authentication and are unable to retrieve the verification code. This service adds another layer of security to an account by texting a verification code to the account holder necessary to access the account. As our customer is unable to retrieve the verification code, they must disable the Two-Step Authentication.Resolution:GoDaddy acted in good faith to uphold agreements with our customer. They have been in contact with our team that handles these types of requests. Once a request to disable the Two-Step Authentication has been received by our teams at [redacted] from the email address associated with the specified account, that layer of security will be disabled.         Thank you for the opportunity to address this matter.Regards,[redacted]Office of the CEO[redacted]GoDaddy.com[redacted]

[redacted]###-###-#### Phone###-###-#### Fax

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.We stand by our previous response regarding our customers account preferences. GoDaddy does not change the automatic renewal setting and account management is a customer responsibility.As previously indicated, both Online Bookkeeping accounts have been cancelled and there are no applicable refunds. Due to the time lapse there are no backups of the data. With that being said, we consider this matter resolved. If the customer would like to use Online Bookkeeping in the future we would like to offer a free one year plan as a goodwill gesture.  Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.Best Regards,[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant

Thank you for bringing this matter to our attention.  We have reviewed our customer’s correspondence and the GoDaddy account in question to which we would like to present the following.

Prior to the purchase of products and services our...

customer acknowledged the following agreements:

•     Universal Terms of Service Agreement

•     Hosting Agreement

•     Domain Name Transfer Agreement

•     Quick Shopping Cart Agreement

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

We sincerely appreciate our customer’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.

When our customer agreed to our terms they agreed that domain transfers can take up to 5 days to complete. The hosting terms of service our customer agreed to states that hosting migrations performed by GoDaddy are only a courtesy service. This service should not be confused with the do it yourself migration tool included with the hosting plan purchased by our customer.

Resolution:

GoDaddy's technical support staff worked vigorously to resolve all technical issues the customer experienced. From our understanding, the issues brought to us by our customer have been resolved. As a gesture of good faith, GoDaddy has issued a $49.99 In Store credit to our customer’s account which may be used on any future purchase.

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

Kindest 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.

The resolution is not acceptable.  Expecting the average consumer to provide your Terms of Service to their lawyer for review and then red-line the document to be appropriate is unrealistic.  Nor, is it realistic to expect any consumer to read and analyze the multi-page documents that describe the automatic renewals and credit card update services.  This is very disappointing and frustrating.  After speaking with customer service (who was very condescending), they assured me they did not have proof that during the 5 year period, I did not select to disable the auto-renewal.  Given the growth in the market place for domain registration, and the millions spent on advertising, I find it hard to believe that GoDaddy.com would alienate an existing customer.  Please issue a refund.

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.

Once again I never authorized verbally or signed papers giving Go Daddy authorization to set my account up on auto pay.

I called Go Daddy again on June 3, 4, 5, 6, &9, 2014 because I still have not received my refund that Go Daddy claimed they sent back to my bank. My bank is watching my account and the money has not been put back. Every time I call Go Daddy billing department they have me call a company name [redacted] at ###-###-####. It's very hard to get a customer rep on the phone. When I did talk to [redacted] they stated the transaction they show for Go Daddy regarding my business checking account is a payment coming out of my account in the amount of $167.76 but they do not have a transaction from going to refund my checking account for any amount. My reference # for my call to [redacted] is #[redacted]. I need to know where is my money!!!

Regards,

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 our Universal Terms of Service...

Agreement.  The latest versions of GoDaddy agreements may be found at:

http://www.[redacted].com/[redacted].aspx

Per our customer's account preferences, GoDaddy was instructed to automatically renew a service upon its annual expiration and did so in a good faith effort to honor its agreements with the customer. The service has automatically renewed twice since being purchased and remains active within their account. GoDaddy sent renewal notices prior to the renewal transactions occurring. Account management is a customer responsibility as agreed to in our terms of service.

RESOLUTION:

GoDaddy has upheld its agreements in good faith with our customer. Account management is a customer responsibility.

As one time exception we are refunding the most recent renewal of our customer's Express Email Marketing plan in the amount of $155.88.

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

Kindest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

[redacted]. [redacted]. [redacted]

[redacted]

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

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

Dear Dispute Resolution Consultant,

 

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

 

On April 3, 2014 the complainant purchased a cPanel Hosting...

Account through the GoDaddy website. Prior to completing the transaction the complainant acknowledged and accepted the following agreements:

 

•         GoDaddy Universal Terms of Service Agreement

•         GoDaddy Hosting Service Agreement

The latest version of these agreements may be found at:

http://www.godaddy.com/legal-agreements.aspx

The customer's plan includes SpamAssassin, an email utility that attempts to filter spam by examining incoming email and testing for spam characteristics. While the complainant has enabled SpamAssassin they have not configured it. The configuration of SpamAssassin is a customer responsibility and can provide the user with the maximum benefit. Details regarding configuration can be found in the following link: http://docs.cpanel.net/twiki/bin/view/AllDocumentation/CpanelDocs/SpamAssassin⇄ />
We appreciate the complainant's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers.

Resolution:

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

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

Kindest regards,  

 

Office of the CEO - GoDaddy

Scottsdale, Arizona 85260

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

 

The latest version of these agreements may be found at:

http://www.godaddy.com/legal-agreements.aspx

 

GoDaddy sent multiple notices pre and post expiration to the customer. Per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question and attempted to do so in a Good Faith effort to honor its agreements with the customer however, the customer's financial institution declined payment(s).

 

On the date of expiration the customers purchased and agreed term of registration ended. After this expiration date GoDaddy (at our own expense) provided a 42 days grace period for the customer to renew or redeem their domain. Account management is a customer responsibility.

 

Resolution:

 

GoDaddy has upheld its agreements in good faith with the customer and will not be able to return the domain name to our customer.  

 

As the domain name correctly followed the normal expiration life-cycle and was acquired by another party, GoDaddy is unable to get the domain name back for the customer.  They will need to contact the current registrant directly and discuss any options for obtaining the domain name.

 

Thank you again for the opportunity to address the concerns presented by our valuable customer.

Kindest regards,

 

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

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.

GoDaddy.com states the product was no longer offered beginning in 2011. This is not something I was notified of, nor was I aware, as I was able to continually renew the Quick Blogcast service through 2013.

GoDaddy.com states I was given notification and the option to transfer to a new site. I would argue that one week's notice is not sufficient to ensure the proper time for all customers. Additionally, the body of the e-mail in which notice was given did not state all historical input would be deleted. It stated the product would be discontinued. The prorated refund provided did not come with any explanation, nor was I able to find any reason when I researched it through the GoDaddy website (refer to original complaint). If the information was archived for an additional 30 days, why wasn't I notified within that time period?

Three months of additional paid service to begin a new blog does not help nor begin to compensate. I have lost all confidence in the customer service and integrity of this company. In addition to the carelessness I felt my information was treated with, I have also felt stonewalled and mistreated through this entire process.

Regards,

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 agreements:• Universal Terms of Service Agreement

• Website/Web Store Design AgreementThe latest version of this agreement and other legal agreements may be found at: [redacted]We appreciate the 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 any improvement opportunities that may exist. GoDaddy strives to offer the best service levels in the industry.On November 27, 2012, our customer purchased Website Design Services from GoDaddy for 1 year. Website Design is a product where GoDaddy builds a website on behalf of the customer using our proprietary software. Hosting service is also provided with every Web Design package. The agreement for this service, which our customer accepted, specifically states:“Websites and Web Stores designed by us are built on and integrated with our hosting platform, and any attempt to migrate or otherwise transfer any such website or web store to another hosting provider is a violation of this Agreement.”Upon reviewing their interactions with our support staff, we have no evidence supporting our customer’s claim that they explicitly inquired about the ability to host the website we built for them with another provider. Had they done so, our support staff would have advised them that hosting with another provider would be a violation of the Website/Web Store Design Agreement.Regarding our customer’s concern that they did not receive 30 days of service for a recent renewal, on November 27, 2014, their Website Design service expired. GoDaddy provided 10 days of service at no cost following expiration. The service was suspended following this 10 day period, as we still had not received payment. On December 9, 2014, our customer renewed their service for 1 month. When payment is made on an expired service, a portion of that payment is used to bring the account current. Renewing an expired product does not reset the service date to the date of payment. In our customer's case, the service period in question started on November 27, 2014. Their payment on December 9 would have paid for the service until December 27, 2014, at which time payment would be due for the next service period. Our research found no evidence that our customer was advised that the 30 days would begin on December 9, 2014.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.It is clear from their complaint that the customer intended to host the sight we designed with another provider. In light of the clarification presented in our response, we understand that our customer may wish to continue hosting the site we designed for them. To that end, we offer an option to downgrade the Web Design service. This option would result in lower fees for the service and our customer would be responsible for all future site edits. Should this option interest our customer, our Web Design support staff can assist them with this change.Education:The customer might find the following Website Builder resources from the GoDaddy Training Hub useful.[redacted]

Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards[redacted]Office of the CEO - GoDaddy[redacted] Phone[redacted] Fax

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer’s correspondence and would like to present the following.Upon purchase of services, our customer acknowledged and accepted the following agreements:•...

Universal Terms of Service Agreement• Domain Name Registration AgreementCopies of the latest version of these agreements may be found at:https://www.godaddy.com/legal-agreements.aspxGoDaddy makes every attempt to register available domain names for our customers.  As part of this process, we make multiple inquiries via numerous third-party systems, including the domain name registry, to check if a domain is available.  If GoDaddy does not receive a negative response indicating that the domain is not available for registration, we will charge the customer for the registration and submit the request to the registry.  If the request is later rejected, GoDaddy will refund the purchase price in full, as we did in this case, in accordance with the Domain Name Registration Agreement.On January 28, 2015, our customer purchased a registration request for the domain name, [redacted].  At the time of purchase, our system did not receive an immediate rejection and proceeded with the transaction.  Shortly after GoDaddy submitted the registration request to the registry, it was rejected as the domain name has been registered since April 23, 2010 and is currently listed by the registry as a Premium Reserved Name.  The customer will need to reach out to the Registrant of the domain name should they wish to negotiate a purchase.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  We refunded the transaction in full approximately two hours after their registration request was initiated and subsequently rejected.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]Scottsdale, AZ 85260

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 am having my attorney review exact terminology in your agreement and will proceed accordingly. Go Daddy is the marketer of this toxic domain and should claim responsibility of the products they sell. In my business we do know the difference between right and wrong and always take the high road. The consumer of their products must be informed about these practices and policies. No Go Daddy, this is a bad business decision and you should do the right thing. I am not going to let this go.  

Regards,

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We stand by our previous response.  Ownership of this account and content remains a dispute between third parties to which GoDaddy cannot become involved.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]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax