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 agreed to the following agreements upon conducting...

business with GoDaddy:·         Universal Terms of Service Agreement·         Domain Name Registration AgreementThe latest version of these agreements and other legal agreements may be found at: [redacted] On December 28, 2013 the complainant agreed to two separate purchases with GoDaddy staff. One purchase was for our Domain Discount Club product and the second for domain extensions. RESOLUTION:GoDaddy upheld its agreements in good faith with the complainant and honored its terms of service. As a gesture of goodwill, our office has refunded the complainant’s Discount Domain Club membership purchase, a total of $89.99.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 bringing our customer's additional comments to our attention. Privacy service is always prorated and aligns with a customer's domain expiration date as GoDaddy has no way of knowing if a customer will actually renew their domain at its expiration date. This proration was done properly and we sincerely apologize for any confusion that may have occurred. The customer can review their actual receipt of purchase from within their GoDaddy account as it provides further details not presented in the email they received.  In particular, it points out the "Term" for each of the services.  The Term is the length of registration time for each of the domain names from the time of this purchase. The privacy service is always prorated to the expiration date of the domain. For example, in the case of 4 of their domain names, the Term was for 0.126 years as the domains expired on 01/25/2014 (46 days or 0.126 years after the purchase).  This Term, when multiplied by the price of $9.99 per year, amounted to a total of $1.26 each.  Subtracting the 60% discount code that our customer used during the purchase reduced the total by $0.76 per domain name resulting in a charge of $0.50 each. Our customer can verify these calculations from their receipt within their Order History.  This GoDaddy Support articles gives instructions for accessing one's Order History:http://[redacted]To reiterate, GoDaddy has in good-faith provided our customer with the services for which they have paid and upheld our user agreements in full.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

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've disabled my account again without any notification. Based on traffic, I've identified it as being down for two weeks. They have not told me why and will not refund the money I paid for the services they are refusing to honor. I currently have about $500 of services that are prepaid and unused. GoDaddy's customer service is the worst I've ever seen.
Thanks,

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.

Your

statement: "customer's account preferences instructed GoDaddy to not

automatically renew their domain. We honored this instruction and we also sent

proper notifications." is false. I worked with staff and they submitted

billing again and the payment went through. It was the adjustment to higher

charges with no warning of such which is the real issue.

Your

reply is too generic to be related to my complaint. My request is to have an

invoice which can alert me on specific fee increases. There is no statement of

such.

Also

there was no discount on service, I paid an extra $40 on a penalty which was

not my fault. Payment would have gone through if there was not an increase of

over 10%. I will  need the return of my

paid over the top of $40.

 

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.

The company lied and refused to address our issue. A free month of email service is an unacceptable gesture. The company has yet to explain why we had so many issues with email and still refuses to address them. We're going to assume we'll never know why. The last representative stated (and we have this conversation recorded for our records) "We decided not to support the email service you currently have. Your account will be automatically billed next month at more than double the cost so I'm recommending you upgrade to [redacted] which is our new product. The system you're using now is not supported by Go Daddy"  We've decided to cut our losses and find a company that values their customers. 

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.

This is a typical unprofessional response from a company that refuses to follow through for the customer. We've reached out to Go Daddy a total of 24 times about this issue and each time we got a different response. The company has yet to reach out to us. We'll be taking our business elsewhere and will openly discuss our experience with Go Daddy to our 100 thousand plus customers.

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.Prior to conducting business with GoDaddy, our customer acknowledged our Universal Terms of Service...

Agreement.  The latest versions of all our agreements can be found at the following link:[redacted]Per our customer's account preferences, GoDaddy was instructed to automatically renew our customer's Website Builder product upon expiration and did so to honor its agreements with them.GoDaddy promptly responded to every communication received from the customer and provided instructions on how they can cancel their services.  Account managements is a customer responsibility.Resolution:GoDaddy acted in good faith to uphold agreements with our customer to ensure their product was renewed upon expiration in accordance with their account preferences.We have refunded 3 months of the Website Builder product as a one-time exception and gesture of goodwill for the customer. As our customer has since canceled all products and services within their GoDaddy account, there will be no further renewal charges.Thank you for the opportunity to address this matter.Regards,[redacted]Office of the CEO[redacted]GoDaddy.com[redacted]###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution Consultant,

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

GoDaddy has acted in good faith, honoring all agreements with our customer. Furthermore, the hosting plan which our customer desired to be migrated to is not defective.

The customer's file structure poses a threat to the stability of the shared server on which their site resides. As per our terms of service (to which the customer agreed) GoDaddy has the right to take needed actions up to and including suspension of services. If we do not monitor and take action on these instances, other customers may be impacted by this customer's website. GoDaddy has an obligation to ensure the integrity of its shared servers for all customers.

If the customer does not take action by April 24, 2014 to bring their account into compliance, their website may be suspended.  As a gesture of goodwill we are willing to offer an Economy Virtual Private Server for a one month term at no cost to the customer. They will be responsible for the setup and management of the Server.  If the customer agrees to this they may contact us at ###-###-#### or [redacted].com.

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

Kindest regards,

Office of the CEO

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; and would like to present the following information.Prior to the purchase of the hosting account, our customer...

acknowledged the following agreements:• Universal Terms of Service Agreement• Hosting AgreementThe latest versions of these agreements can be found at the following link:http://www.[redacted]Our customer received special introductory pricing with their purchase of hosting and contacted our billing team to discuss their renewal pricing. As many other businesses do, GoDaddy offers special pricing to attract new business from time to time. GoDaddy always does our best to ensure that customers understand this and we provide appropriate disclaimers. Often the pricing seen on our website reflects these special rates. RESOLUTION:We value our customer's business and have acted in good faith to uphold our agreements with them. As a gesture of good will, we have refunded the customer the difference in pricing. In the future, our customer's hosting will renew at the standard pricing. Additionally, we will share our customer's feedback on how we display the different prices with the appropriate parties internally. Thank you for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards, [redacted]Office of the CEO

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.

Having Just returned from a vacation I obviously missed the deadline in regards to returning a statement.  When I am on vacation I do not take my computer with me.  The information given by the Go Daddy Company in incorrect.  I did not ask for a new domain name and I did not cancel and start over.  The 2nd person to take my call, which was the day following the first time I set up an email account, said my email name was way too long and needed to be shortened.  I could not fit the entire email ([redacted]) onto a business card and when I called the support person (a male), he said it was way too long and the girl who set this up should have known.  Yes, at first the email worked (the very first night) but the next day I could not get into my email account.  My husband tried as well without success.  Also, when I spoke to the support person (another male) for the last time, he helped me get back into the account after doing something with the settings, which I know nothing about.  He said to wait for approximately 5 hours and try to get in.  He also said he would call me later to make sure I was successful.  I tried later that evening (longer than 5 hours) without success and the man never called back.  That is when I gave up.  

Regards,

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 our Universal Terms of Service...

Agreement upon conducting business with GoDaddy.  The latest version of all GoDaddy agreements and policies may be found at:

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

From time to time a company must make the difficult decision to cease (End-of-life or EOL) a particular product or service to improve and offer next generation products for customers.  As a service provider one of GoDaddy's goals is ensuring our customers have the best platforms aligned with the latest technology to help their online ventures be successful.

GoDaddy stopped selling [redacted] in 2011 and has been actively notifying customers that we were retiring the service. GoDaddy also provided options our customer may have used to move their blog to another platform. Unfortunately our customer did not take action and their service was canceled.  Account management is a customer responsibility.

Resolution:

GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. During its lifetime the [redacted] worked as advertised and expected for the customer. Our customer also received a pro-rated refund for the [redacted] product that was retired.

As a gesture of goodwill, GoDaddy is offering our customer 3-months of a new Starter WordPress account which they may use to create a new blog.  Our customer would be responsible for subsequent renewals if they continue using the service.  We request that our customer notify us at their convenience should they wish to accept this offer.

Education:

It is both a customer responsibility and best practice to keep local backups of their site content. They may also want to visit archival sites, such as http://archive.org to determine if any content may be recovered. There may also consider searching their local hard drive for any saved content.

More information about our Word Press offering and platform can be found here: https://www.godaddy.com/hosting/wordpress-hosting.aspx

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

Best Regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

Scottsdale, AZ 85260

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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•    GoDaddy Quick Shopping Cart Agreement•    GoDaddy Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 10, 2007 the complainant purchased the Domain Names in question for a two year term via an online transaction.  Per the complainant’s account preferences GoDaddy was instructed to automatically renew these domains at the end of the initial two year term. Prior to the expiration of this 2 year term, the complaint elected to renew these Domain Names for an additional five years through an online transaction on February 21, 2009.The Domain Names in question renewed on December 11, 2014 per the complainant’s account settings.Renewal notices were sent prior to the expiration date on:December 5, 2014November 25, 2014November 11, 2014October 11, 2014September 11, 2014On December 12, 2014 the complainant’s Quick Shopping Cart and Shared Hosting account renewed per their account settings. The complaint contacted our Customer Care Center on December 20, 2014 and a full refund for that transaction was processed. The complaint has now requested a refund for the most recent renewal of Domain Names, Quick Shopping Cart and Shared Hosting as an exception to our Refund Policy.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.With each of the product renewals, GoDaddy proactively sent multiple notices to the complainant; however no action was taken by the complainant.  GoDaddy provides its customers with full control over the automatic renewal feature at the time of purchase.  The complainant may also, at any time, log into their account and modify this preference.  Account management is a customer responsibility.A refund for the most recent renewal of their Quick Shopping Cart and Shared Hosting account has already been provided to the complainant.  When domain names are renewed GoDaddy as a registrar must provide payment to the registry for the domains and as such, we are unable to absorb the cost of domain name renewals on the complainant’s behalf.The complainant has previously been provided with refunds in exception to our Refund Policy. These were addressed on July 4, 2014 in Revdex.com Complaint: 10110906. GoDaddy can no longer incur the costs associated with the complainant’s failure to manage their account.EDUCATION:The following URL’s may be helpful to the complainant in disabling automatic renewal on their products:Managing Renewals for Products and Services:https://support.godaddy.com/help/article/725/managing-renewals-for-prod...⇄ refunds will be provided in accordance with GoDaddy’s refund policy:Refund Policy:https://support.godaddy.com/help/article/8849/refund-policyIf the complainant does not wish to keep a domain’s registration, they have multiple options including selling or auctioning the domain in question.  The link included below outlines options to potentially auction the domain:Understanding Go Daddy Auctions Listing Optionshttps://support.godaddy.com/help/article/1525/understanding-go-daddy-auct...⇄ 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 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• Hosting AgreementThe latest version of these agreements can be found at:[redacted]On December 5, 2014, the complainant or someone with access to the account contacted our support teams to inquire about restoring the site in question back to a specific date. At this time, the caller was informed that if GoDaddy did the restore on their behalf that there was a $149 restore fee. This fee was paid and our hosting teams worked diligently to restore the site in question.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. The complainant has connected with our support teams to address the chargeback issues and the site has been un-suspended.EDUCATION:In the future, if the complainant does not want a full restore performed by GoDaddy on their behalf there, are other options available to the complainant to backup and restore their content. Below are links that may be beneficial to the complainant.Backing up Your Shared Hosting Account - [redacted]Restoring a Linux Hosting Account - [redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kind 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 Registration Agreement• GoDaddy Website Builder AgreementThe latest version of these agreements can be found at: [redacted]On April 13, 2014 during an online transaction the complaint purchased GoDaddy’s Search Engine Visibility product. The complainant’s site is listed in major search engines such as Google and Yahoo. They can see this online by simply visiting Google or Yahoo and searching for “site:exampledomain.com” removing the quotation marks and replacing exampledomain.com with their actual domain. Google and Yahoo have both indexed multiple pages for the complainant’s site. Indexing (listing, linking to) the complainant’s website is established by this inspection.RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception to our refund policy we will refund the complainant the cost of their Search Engine Visibility purchase. Please allow 5 to 7 days for this to reflect with their financial institution. The complaint will retain responsibility for cancelling the Search Engine Visibility product.EDUCATION:The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:Getting Familiar with Search Engine Visibility[redacted]GoDaddy’s Refund Policy[redacted]Canceling Products[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

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• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted]On March 14, 2013 during an online transaction the complainant purchased the Domain Names in question for a 2 year terms.On March 15, 2015, per the complainant's account preferences, GoDaddy was instructed to automatically renew the Domain Name for a two year term and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the expiration date on:• December 14, 2014• January 13, 2014 • February 12, 2015• February 27, 2015• March 9, 2015These notices indicated the Domain Names in question would be automatically renewed upon expiration unless action was taken.  GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference.  Account management is a customer responsibility.  On March 30, 2015 the complainant contacted our Customer Care team to request a refund of their most recent renewal of the Domain Names in question. 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.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. As a onetime exception to Refund Policy GoDaddy is prepared to provide the complainant with a fifty percent refund of the most recent renewal of the Domain Names in question. The fifty percent refund is not a reflection of GoDaddy’s profit percentage on the transactions, in fact it is well above our profit point. This refund is contingent on the complaint’s cancellation of these Domain Names by May 1, 2015. Should the complainant wish to accept this offer they can contact this office directly.EDUCATION:The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:Managing Renewals for Products and Services -[redacted]Canceling Products –[redacted]Refund Policy –[redacted]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]

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 and will not be providing the complainant with a free one page website built by GoDaddy for a one year term.  Furthermore the complainant remains the Registrant of the Domain Name in question.As previously stated GoDaddy must rely upon its customers to maintain their account contact information, this includes updates to email addresses and/or phone numbers. Account management including product renewals remain a customer responsibility.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.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.

To prove my point that I was unaware a "renewal" was allowed ( Even though I SPECIFICALLY CHOSE AND PAID FOR ONE YEAR) Please see the attached screenshot. Noone on the checkout screen is ANY information AT ALL regarding a renewal. Nowhere throughout the entire checkout process is any information shown regarding a renewal.I find the renewal to be a sort of scam, hoping people will not notice their credit card is charged. It doesn't matter how many "emails" they send, if a email address isn't monitored. In Summary, I signed up and paid for ONE year. There was NOTHING during checkout that shows a renewal would be activated.  ( Notice GoDaddy.com did not mention anything regarding renewal not being on the checkout page) They illegally charged my credit card----fraud--- and therefore I am being charged $14 by my bank.

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 Agreement • GoDaddy Domain Name Transfer Agreement• Domains By Proxy Domain Name Proxy Agreement• GoDaddy Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn October 16, 2014 the complainant purchased 2 Domain Names and a Business Plus Website Builder plan for one year terms during an online transaction.On March 25, 2015 the complainant contacted our Customer Care Center regarding changes to the functionality of the mobile site for their Website Builder plan.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. GoDaddy's technical support staff has worked diligently and vigorously to resolve all technical issues the complainant has experienced. The capability the complainant is requesting be added to GoDaddy’s Website Builder is not currently available and we have no time frame for its release. If the complaint desires more flexibility in the management of their website we will provide them a with a one year subscription for GoDaddy’s Starter Managed WordPress at no cost. Should the complainant accept this offer they can contact this office directly to request a refund for the time remaining on their current Website Builder plan. Content migration would be a customer responsibility. EDUCATION:The complainant might find the following articles useful in the future. What is Managed WordPress?https://support.godaddy.com/help/article/8926/what-is-managed-wordpres...⇄ Started with WordPresshttps://support.godaddy.com/help/article/5140/getting-started-with-word...⇄ 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.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

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.As previously stated, GoDaddy’s Domain Name Abuse Department received reports and supporting evidence indicating the domain in question was sending unwanted emails (SPAM) to addresses that had not opted into receiving these communications.  This is a violation of GoDaddy’s user agreements.  After investigating these reports and informing the complainant of their violation of GoDaddy’s user agreements, our Domain Name Abuse Department provided the complainant with two non-negotiable options in order to proceed.  At this time, the complainant has not provided the option they have chosen to our Domain Abuse Department.  The complainant’s domain will not be reactivated without the complainant agreeing to one of these options as provided.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]

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. As previously stated; our Protected Registration service, which the complainant had added to their domain registration, protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled or have automatic renewal disabled until the Protected Registration is canceled. The complainant has been advised of what information is required to cancel the Protected Registration Service.  As the complainant has stated they do not wish to provide a copy of their government-issued photo ID, GoDaddy will accept a notarized affidavit in lieu of their government-issued photo ID. This affidavit, which was sent to the complainant by our Domain Services team on May 20, 2015, will need to state the complainant’s name and that they are requesting that the protected registration service be cancelled on the domain name in question.  It is the complainant’s responsibility to submit the requested documentation. Once this documentation has been received and verified by our Domain Services team, the service may then be canceled.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]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax