GoDaddy.com

I had an awful experience with Go Daddy's customer service. Someone stole my credit card information and signed themselves up for a domain. The customer service rep [redacted] tried giving me a store credit instead of refunding my money! He also refused to send a cancellation email to me, he would only send one to the email on the account... The account that I was paying for. I really hope he was just new and those of you who use this service don't have to deal with this ignorance regularly.

My problems started last Saturday, 7/26/14. I am the web master of a client web site. On that day we noticed a marked increase in response times for our web pages. I watched through the weekend to see if there would be any improvement which there wasn't. On Monday I called tech support. I got the run around about it probably having something to do with the plug-in's to the site since the site is a WordPress site. I told the tech on the phone that there were no changes to the site and no new plugins had been added. He left me by telling me to check the plugins.

On Tuesday the site is still running very slow. I called back. This time I insist that I know there is nothing wrong with the site and there has to be something with the GoDaddy servers. This tech then checks with their "database division" and comes back admitting that the server our domain is on is being overloaded and all the sites on the server are running slow. Says they are working on the problem but can give me no date or time as to when the problem will be fixed.

On Wednesday our site is very very slow. Call back to GoDaddy. Now I'm told that they can move our domain and web site to a newer faster server and there will be no charge. I ask how quickly this can be done and I'm told 3-4 hours. I tell them to go ahead and do the move. I watch the site during the day and finally about 5 hours later the site is running fast and just like normal. It stays that way till I stop checking late in the evening.

Thursday, today, I get back on the site and it is back to running slow again just like it had been all week. Back on the phone to GoDaddy. I'm told the site hasn't been moved yest. No explanation as to why it improved on Wednesday afternoon. Now I'm told it will take 24- 72 hours to move the site. I have read on other forums this is a standard response from GoDaddy when you need to have them do something for you. I have no idea if our web site will ever be fixed.

I know have a very ticked off client and I am discussing the option now of moving the web site completely off of GoDaddy to another hosting company but from what I have seen in other places, this might be a battle also.

I use GoDaddy's online bookkeeping service, and it has been a lifesaver for me (keeping me organized). I highly recommend it for sole proprietors or small businesses.

I agree that my site is back up. However disagree with there finale attempt at a jab. And the indication that I caused an additional financial burden. The charge back was not a month later, it was with in 30 days of when the double occurred. Their systems are set to give the impression that a service is always expiring and in need of renewal. There is no obvious indication that the service has been charged and up to date. This is a shady practice and for them to attempt to lay the responsibility on the customer who can only react to the options on the screen in front of them demonstrates a continued pursuit of deceptive business practice and followup charges when they are called on them. 

To support my claim I have included an image. (A) shows that my current up to date domain is listed under expiring services. (B) Shows a button that will allow me to "renew" my currently up to date yet expiring service. (C) In very small sprint shows the actual date of expiration. This date shows next year which means my domain is not actually expiring and yet is it listed under expiring services. Add to that a message of renewal needed email and your site being taken down and you have a blatant scheme to deceive customers into making multiple payments and then attempting to charge fees when they catch the deception and take action to correct it.

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 engaging in GoDaddy’s Auction Service, our customer agreed to...

the following agreements:

* Universal Terms of Service Agreement

* Auctions Membership 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?

Our customer successfully sold the domain name in question utilizing GoDaddy’s Auctions Membership. Given our customer’s location, a physical check for the

funds was sent. The initial check was sent on January 3, 2014, but was not received. A second check was sent on February 25, 2013. Given our customer’s

location, a check can take up to 6 weeks to be received.

RESOLUTION:

Go Daddy acted in good faith to uphold agreements with our customer and ensure the funds were received in as timely a manner as possible. It appears the mailing address we have may be incorrect. We have reached out to our customer to confirm the correct mailing address and will ensure a new check is sent if needed.

If our customer has additional questions pertaining to this matter, we may be reached at [redacted]@GoDaddy.com or via phone at ###-###-####.

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

Kindest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

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

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

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

Regards,

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.

Hello – you previously worked on a complaint for me, Complaint ID #[redacted] against Go Daddy, and it was marked as Resolved based on their promise to provide me a free year of service.

 

I am contacting you to let you know that the compliant needs to be reopened as Go Daddy is not honoring the terms of the settlement.

 

On my account they credited me a free year of [redacted], which is the product that was the cause of my complaint.  Since the time the complaint was filed I had to renew my Exchange service in order to continue to have functioning email service. Since the Exchange service works, and the [redacted] doesn’t work, why would they give me a free year of a product that doesn’t work? This is very frustrating and is not resolved as far as I am concerned. For the free year of service they should give me a refund of the Exchange service I had to renew in the middle of this.

 

What is the next step?  THANK YOU for your help.

 

Regards,

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer’s correspondence as well as their interactions with our support staff and would like to present the following.Upon purchase of services, our customer acknowledged and...

accepted the following agreements:• Universal Terms of Service Agreement• Hosting AgreementCopies of the latest version of these agreements may be found at:[redacted]In August 2014, our customer purchased two years of Web Hosting.  Between August 2014 and January 2015, our customer contacted our support staff dozens of times due to issues with their plugins, configurations and latency that was discovered to be due to their coding practices.  On each occasion, our support staff helped identify problems and advised the customer to have their web site designer address the issues as GoDaddy does not provide web development or coding assistance.  Due to the amount of resource (i.e. CPU cycles, memory, etc.) being used our customer upgraded their hosting to provide extra resources.Per our Hosting Agreement, customers are responsible for their web site content, security, and development.  GoDaddy’s servers worked as intended.GoDaddy’s support staff followed GoDaddy’s Refund Policy by refunding the remaining unused months to an in-store creditResolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  As a gesture of good will and one-time exception, we have refunded the in-store credit back to our customer’s payment method used for the purchases.Education: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]

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·         Domain Name Proxy AgreementThe latest version of these agreements can be found at: [redacted]On January 29, 2013, the complainant purchased 3 domain names via an online transaction in their customer account.  Domain A was purchased for a two year term, to which the complainant opted to add private registration services.  Domains B and C were both registered for a one year term, respectively.Domains B and C renewed automatically on January 30, 2014 and January 30, 2015.  Domain A automatically renewed for a two year term on January 30, 2015.  GoDaddy was instructed to automatically renew these domains per the complainant’s account preferences, and did so in a Good Faith effort to honor its agreements with the complainant.   GoDaddy provides its customers with full control over the automatic renewal feature at the time of purchase. Our customers may also, at any time, log into their account and modify this preference. GoDaddy also sent the complainant email notifications of the pending renewal prior to taking renewal action as directed by the complainant.  Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant contacted GoDaddy’s customer care team after these domains automatically renewed on January 30, 2015.  GoDaddy’s customer care agents assisted the customer in canceling these domains and processed a refund for the transaction.  These funds have already left GoDaddy’s systems, however the complainant’s financial institution could take anywhere from 5 to 7 days to post the refund in question.As the complainant’s domains have been canceled and refunded, we believe their concerns to be resolved at this time.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone###-###-#### Fax

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I 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 have reviewed this matter and would like to present the following.We have only recently become aware that the complaint had multiple GoDaddy accounts and must rely upon our customer’s to provide us with data that we might otherwise be unaware of such as multiple accounts. We also sincerely appreciate the feedback about our service levels and will ensure any improvement opportunities that exist are addressed.  We are currently in the process of issuing the appropriate payments, please allow 21 days for these to process.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEOGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone

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.

After waiting a very long time for support, the rep was anything but friendly.  The issue could of been taken care of in under 2 minutes, instead it took about an hour during primetime.  I even had to get a manager that puts me through the same.  Then says he'll "Coach his staff." This is not the first time this has happened.  I dread contacting support due to the unprofessional conversations with the reps with an ego problem.  They would rather put you off and make excuses and waste my time rather than fix the issue.  The issues are nothing that I have done on my end, but by overseas hackers.  I fix the issue, then told to wait till the next day when they can hit a button and have it fixed instantly. (This causes no emails allowed to be sent till the next day.  I have trucking companies that relay on load confirmations, lawyers, agents, ... that this would be destructive to.This isn't the case %100 but more than less.  In the past I have had to try back to get a different rep, and eventually get a nice one.  One episode, the same rep made sure he kept getting me just to continue the abuse.  (It's all stored in the logs)I run a website business for a living and trust GoDaddy for one of my main servers.  When I have issues it takes down nearly 100 businesses.  This abuse will not be tolerated.  It makes my business look bad because I'm dealing with a unhappy, bad mood rep with an attitude.

Regards,

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

conducting business with GoDaddy:• GoDaddy Universal Terms of Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 1, 2015 the complainant contacted our Customer Care Center to request a cash disbursement of In-Store Credit’s within their GoDaddy account. Per our Refund Policy these were processed to the financial institution(s) associated with the original transaction(s).  GoDaddy has confirmed the payment to and provided the complainant with the ARN(s) (Acquirer's Reference Number) associated with these transaction(s).GoDaddy considers this to be a dispute between third parties in which we cannot become involved.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.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 belowWhile GoDaddy did refund my money, it should not be my responsibility as the customer to request a refund after I cancelled an order. Common sense would dictate that if someone canceled an order, a refund should probably be sent. As for the replies when I contacted GoDaddy, sarcasm is not tolerated by me and no customer should have to be "talked down to" or educated like we are children. Professionalism goes a long way. It is very sad that GoDaddy lacks professionalism. 

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•    Domain Name Proxy AgreementThe latest version of these agreements can be found at: [redacted]On June 18, 2009, the complainant purchased a transfer of the domain name in question from another registrar to GoDaddy for a one year term.  After completion of the domain transfer, an additional year of registration was added to the complainant's domain.On May 14, 2010, the complainant purchased a renewal during an interaction with GoDaddy's Customer Care Center for the domain in question.  This renewal was for a one year term, at which time the complainant also opted to add private registration to the domain.  On April 14, 2011 and May 23, 2013 respectively, the complainant purchased renewals for the domain and private registration in question via an online transaction, each purchase for a two year term.On October 16, 2013, the complainant opted to upgrade their private registration to our Protected Registration service during an interaction with GoDaddy's Customer Care Center. Our Protected Registration service is the highest level of protection for a domain name that GoDaddy offers.  This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled, transferred, or have its automatic renewal disabled 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. RESOLUTION:GoDaddy has upheld its agreements with the complainant in good faith and honored its terms of service.We have connected directly with the complainant. They have since submitted all necessary information and the protected registration service has been canceled.   A full refund for the latest protected registration service renewal has been provided in accordance with our Refund Policy.  EDUCATION:The complainant may find the following articles helpful:What is Protected Registration? –[redacted]Canceling Protected Registration? –[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 - [email protected][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:•    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.aspx
On November 2, 2015, the complainant purchased a domain backorder for the domain in question.  Domain Backorders are a service that help customers attempt to acquire a currently registered domain name if or when it becomes available for registration.   Placing a backorder is not a guarantee that the domain name will be acquired.  
The domain name in question is currently registered through a third party registrar, and was most recently updated on November 9, 2015 possibly due to a renewal or other action.  GoDaddy has no control or influence over other registrars and is unable to force another party or registrar to provide the domain in question to the complainant.
RESOLUTION:
GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.
Per GoDaddy’s Refund Policy, domain backorders are refundable to the original payment method if canceled within 45 days of purchase.  If the backorder is canceled after 45 days from purchase, an in-store credit would be provided.  The complainant can contact our support teams to request a refund once the backorder has been canceled.
EDUCATION:
The complainant may find the following articles helpful:
Domain Backorder and Monitoring FAQ:https://www.godaddy.com/help/domain-backorder-and-monitoring-faq-576\
What are Domain Backorders?:https://www.godaddy.com/help/what-are-domain-backorders-597
Does Domain Backorders Guarantee Domain Name Registration?:https://www.godaddy.com/help/does-domain-backorders-guarantee-doma...⇄ /> Refund Policy:https://www.godaddy.com/help/refund-policy-8849
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 - [email protected][redacted]Scottsdale, AZ 85260

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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

Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
I am 100% happy.  I thank Revdex.com for your help and GoDaddy for a reasonable correction.  I would now do business with GoDaddy again though I would be a little more cautious.

Regards,

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 [redacted]On February 1, 2015 our customer purchased a Deluxe cPanel Hosting...

plan for a 5 year term during an online transaction. On September 15, 2016 our customer contacted GoDaddy’s customer care center regarding email associated with their hosting plan being flagged as spam.  As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to our customer.Because of a delay in resolving this issue our customer has requested a refund of the time remaining on their hosting plan. Resolution:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.This office has contacted our customer and provided them with a refund for the time remaining on their hosting plan. This is a onetime exception to our refund policy and our customer has expressed their satisfaction with this outcome. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[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.I don't think you are understanding where I was coming from. The whole point of my complaint is that they deceived me into agreeing to the "agreement" that they keep referring to. That is the point of contention I have. I do not have access to a recording of the telephone conversation, but I authorise Revdex.com to request a copy of it on my behalf and to listen to it to determine whether a deceptive sales practice had happen. Essentially, had they been crystal clear that my credit card was going to be billed for $1032.40, I would have most certainly declined this transaction. They were shady about mentioning this price and the wordings they used alluded to a savings of $1032.40, not a charge to my credit card of $1032.40. Lastly, GoDaddy is a multi billion dollar company that engaged in a deceptive sales practice to coerce me to extend the registration of my domains. They can afford to cover there losses in this instance more than a small business can.I request you also read the original complaint before closing this down as it does the empirical and important information as to what transpired and how specifically GoDaddy deceived me.Regards,[redacted]