GoDaddy.com

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

agreements upon conducting business with GoDaddy: • GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Workspace Service Agreement• GoDaddy Hosting AgreementThe latest version of these agreements may be found at: [redacted].On January 12, 2015 the complainant renewed their Unlimited Email plan and Domain Name for a two year term during a call to GoDaddy’s Customer Care Center. The complainant subsequently cancelled the Unlimited Email plan on March 21, 2015 and at that time requested a refund for the most recent renewal of their Unlimited Email plan.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 of the most recent renewal of their Unlimited Email plan.  This refund is for $202.42 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.[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant..Best regards,[redacted]Office of the CEO[redacted]

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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 find that this resolution would be satisfactory to me.  The business was fast to resolve this situation and take care of the problem so I consider this complaint resolved.

Regards,

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed the complainant’s concerns and the GoDaddy account in question to which we would like to present the following.The complainant had reached out to GoDaddy's Domain Services team...

stating a domain name registered at GoDaddy is incorrectly displaying some of their personal contact information in the public Whois directory.Per GoDaddy's Domain Name Registration Agreement which all customers that register domain names with GoDaddy must acknowledge, domain name contact information must be kept in a current and accurate status. The latest version of GoDaddy's Domain Name Registration Agreement and all agreements may be found at: https://www.godaddy.com/legal-agreements.aspxGoDaddy takes its commitment to consumer protection very seriously and the appropriate teams are working to resolve the complainant’s concerns. Specifically, GoDaddy’s Domain Services team has reached out to the registrant and requested they update the information present on the Whois directory. If the registrant fails to do so, GoDaddy will take further action.RESOLUTION:Go Daddy has acted in good faith to address and resolve the complainant’s concerns. Upon further review, we have found no indication of the use of the complainant’s information with any other transactions.Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards, [redacted] Office of the CEO [redacted]@GoDaddy.com 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•    Domain Name Registration Agreement•    Workspace Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx.On June 26, 2015, our customer contacted our Customer Care Center via phone to get help with sending emails.  The customer is using a free Workspace Email account they received with the purchase of one of their domain name registrations.  While troubleshooting the matter with our technical support staff, GoDaddy was unable to replicate the problem and the customer was advised that the issue appears to be caused by something on the customer’s end, (i.e. their firewall or Internet Service Provider (ISP)).  As everything was working correctly on GoDaddy’s end, no support ticket was created.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.We are committed to helping our customer and our office is happy to assist our customer with this matter.  Our attempts to connect with the customer has been unsuccessful.  We welcome our customer to reach out to us at [redacted] to schedule a time to call and troubleshoot over the phone.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.The complainant acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:* Universal Terms of Service Agreement* Online Bookkeeping Service Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 28, 2013, the complainant created a free account with Outright, a GoDaddy company, for online bookkeeping purposes.On January 29, 2015, the complainant attempted to upgrade their free Outright account to a GoDaddy Online Bookkeeping account via an online transaction for a one month term. However, the complainant instead purchased a new account. Shortly after the original purchase, the complainant properly upgraded their Outright account to a paid Online Bookkeeping account, also for a one month term.Per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question upon expiration and did so in a good faith effort to honor its agreements with the customer.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a gesture of goodwill, we have refunded charges in the amount of $64.74 to the complainant, and have canceled the additional Online Bookkeeping account on their behalf.If the complainant does not wish to continue the other GoDaddy Online Bookkeeping service in their customer account, they will need to disable the automatic renewal settings or cancel the service prior to the next renewal date. GoDaddy’s 24/7 Customer Care Center can assist the complainant if they are experiencing issues accessing their customer account.EDUCATION:The complainant may find the following article helpful for future reference: Canceling Products - https://support.godaddy.com/help/article/7468/canceling-products Refund Policy -https://support.godaddy.com/help/article/8849/refund-policyManaging Renewals for Products and Services -https://support.godaddy.com/help/article/725/managing-renewals-for-products-and...⇄ 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

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 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:• GoDaddy Universal Terms of Service Agreement• Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn 10/13/2015 our customer purchased a domain name registration and Website Builder plan, each for a 5-year term. Website Builder is a proprietary, template based product to construct a website.On 11/29/2015 our customer contacted our support team to request a refund for the Website Builder plan. In accordance with our Refund Policy; upon cancellation, the remaining time was refunded as In-Store credit, available for future purchases with GoDaddy.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.As a one-time exception amicably resolve this matter, GoDaddy has cashed-out our customer's available In-Store Credit back to their original payment method. Future refunds will be provided only in accordance with our Refund Policy.Education:  Our customer might find the following article  helpful:Refund Policy:https://my.godaddy.com/help/refund-policy-8849Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,Kajavia R[redacted]Office of the CEO - [email protected][redacted]

wwill I did receive several calls from Arizona but u guys never left a message . call again!

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 https://www.godaddy.com/legal-agreements.aspxOur customer originally purchased their hosting on March 4, 2016, for a six-month term via online transaction. On March 7, 2016, our customer canceled this product, and was refunded to In-Store Credit, available for future purchases with GoDaddy.  Later the same day, our customer utilized the In-Store Credit to purchase 4 additional domains, private registration, and a certified domain add-on service.Additionally, GoDaddy has been unable to locate the interaction in question, and all purchases within this account have been completed online, without the assistance of our support teams, utilizing payment methods chosen by our customer.  As our customer's account preferences indicate they do not wish to have their products automatically renewed, no additional automatic payments have been attempted by GoDaddy.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.All applicable refunds have been refunded to the customer.  Any overdraft fees our customer may have incurred are ultimately out of GoDaddy's direct control, and our customer will need to work with their financial institution for further assistance.   Our customer may find the following help articles useful:Refund Policy - https://my.godaddy.com/help/refund-policy-8849Find your GoDaddy receipts - https://www.godaddy.com/help/find-your-godaddy-receipts-4885Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy

Thank you for your response and for disabling the automatic renewal. I had expressed to both Janice and Ray at godaddy that I had had computer issues and was unable to access my account during some of the period the renewal emails were sent and couldn't respond. I continue to believe that the default should not be to automatically renew customers' account as I understand that is the policy of godaddy. Although I more than likely agreed to terms when I set up the account a year ago, I did not recall a 30-day refund policy or automatic renewal. I still feel that since I called as soon as I received my credit card statement, which was just a few days past the 30-day refund period, the refund should be granted.#

Thank you for the opportunity to address the concerns presented by our customer. 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 April 26, 2016, our customer purchased an Online Bookkeeping plan for a five-year term via Chat with a support representatives. Our customer indicated they were familiar with the software as they had used this product previously. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy Online Bookkeeping is, in fact, designed to be used by small businesses of all types. Our customer indicated they had a working knowledge of the product and did not reach out with any questions or concerns. Our Supports teams were not contacted until July 10, 2016, at which time the Online Bookkeeping plan was outside of GoDaddy's refund policy.  GoDaddy’s refund policy is publically located at the link below:[redacted]As a good faith gesture, we are willing to provide a partial refund in the amount of $345.31 USD, equivalent to 4 years of service. If this is acceptable to our customer they may reach out to us at [email protected] to obtain this refund. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address the complainant’s additional concerns. On July 21, 2016, GoDaddy’s Domain Services team sent an email to the complainant with several options to demonstrate their contact information should not be associated with the domain name. On August 22, 2016, the complainant sent an email to our Domain Services team explaining why their email address should not be associated with the domain name in question. On August 22, 2016, the domain’s contact information was updated to no longer reflect the complainant’s email address. The complainant should no longer receive notifications intended for the domain’s registrant. Thank you again for the opportunity to address the additional concerns presented by the complainant.Kindest regards,Stephen J[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 rebuttal and would like to present the following.

 

We stand by our previous response regarding following our customers account preferences. Go Daddy does not arbitrarily change the automatic renewal setting on the customer's behalf; account management is a customer responsibility.

The product specified in their original complaint that was automatically renewed then subsequently cancelled and refunded was a hosting account. Our customers attached screen shot disputing our response is for a domain name that was not renewed.

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

Kindest regards,

Office of the CEO

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:

• Universal Terms of Service Agreement

• Domain Name Registration Agreement

• Hosting Agreement

On April 27, 2009 our customer purchased an Economy Hosting plan and a Domain Name for five years each. Both products were setup to be automatically renewed upon their expiration dates per the customer’s request.

GoDaddy subscribes to a credit card auto updated service, which was acknowledged by our customer when the Terms of Service were agreed to. This service allows GoDaddy to receive updated information from our customer’s credit card company thus preventing the loss of needed products and services. Our customer was provided with ample notification of the upcoming renewals as well as an order confirmation.

RESOLUTION:

GoDaddy has upheld its agreements in good faith and automatically renewed our customer’s products per their account preferences. Account management is a customer responsibility. GoDaddy was not contacted until 19 days after the renewal date of April 27, 2014, at which time the domain name was no longer eligible for a refund.

Our customer has canceled the domain name and hosting plan in question. A refund for the full renewal price of the hosting plan was processed to our customer’s credit card.

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

Kindest regards,

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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 point of the complaint was that instead of a grace period and then they sell it.  They should shutdown the domain and wait 30 days to see if the owner pays to get it back.  GoDaddy seems to have a deal with scammers who have thousands of orders in for exiting domains.  GoDaddy benefits from the orders being held by them.  When they sell the domain to these scammers they make money.  Then I had to buy back my domain of over 20 years.  I would have rather paid GoDaddy a penalty late fee and not have interrupted my business.  If the owner does not pay or respond to notices either they are not getting the notices or they don't want to renew.  Disable the domain and you would know real fast if the owner was not getting messages.  Waiting longer with grace period when the owner did not get message is ridiculous.  GoDaddy has obvious way to get the owners attention.

THe person I had to buy my domain back from has thousands of orders in with GoDaddy.  Selling domains to the highest bidder is how they make a living.

GoDaddy cannot fix my complaint but they should revise their terms to give owner some time to renew after turning off domain before selling it.

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 person taking my order was asked if they had the information regarding my conversation with the previous CSR - Because their CSR's are compensated for taking orders, they did the wrong thing for the client.  had the previous call information actually been recorded and referred to, this would have NOT happened if the CSR wasn't incentivized to obtain an order.

As a result, my original request was not honored and I was not given what I asked for.  I was VERY clear on my previous conversations with the company that I wanted all my web addresses to come due at the same time in the future. 

If I call other companies, they record the information on the account comments and act accordingly.

Shame on you for dodging responsibility.

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* Workspace Service Agreement* Marketing Applications Agreement* Website Builder Service Agreement* Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 7, 2012 the complainant purchased several products for various term lengths via an online transaction.  On March 7, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew an SSL Certificate service for another 2-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 and subsequent renewal on:February 5, 2014February 20, 2014These notices indicated the service 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 April 6, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew a Standard Search Engine Visibility service for another 2-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 and subsequent renewal on:February 6, 2014March 8, 2014On April 7, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew several more of the complainant's services for another 2-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 and subsequent renewal on:February 6, 2014March 8, 2014The complainant did not contact GoDaddy's 24/7 Customer Care teams regarding the renewal of their services until January 4, 2015. The complainant was offered applicable refunds to In-Store Credit, available for future purchases with GoDaddy, in accordance with our Refund Policy once services were canceled.  The complainant declined the applicable refunds.On Januray 25, 2015 the complainant canceled their services and contacted our Customer Care teams. The complainant was again offered applicable refunds to In-Store Credit in accordance with our Refund Policy and declined the offer.  RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complainant may contact our 24/7 Customer Care teams at their convenience to receive any applicable In-Store Credit.   The following GoDaddy Support articles may be helpful for future management of products and services:Managing Renewals for Products and Services -https://support.godaddy.com/help/article/725/managing-renewals-for-products-and...⇄ Products –https://support.godaddy.com/help/article/7468/canceling-productsRefund Policy –https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.[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:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domains By Proxy Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On February 1, 2008 the complainant purchased the Domain Name in question during an online transaction for a one year term.  Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the service in question on year to year basis.  The Domain Name has subsequently been renewed on the following dates:• March 9, 2009 for a two year term by the complainant.• February 4, 2011 for a one year term by the complainant.• January 1, 2012 for a one year term by the complainant.• February 2, 2013 for a one year term by GoDaddy per the complainant’s account settings.• January 7, 2014 for a one year term by the complainant.• February 2, 2015 for a one year term-by GoDaddy per the complainant’s account settings.Prior to the most recent renewal of the Domain Name in question  GoDaddy sent multiple notices pre- and post-renewal to the complainant. GoDaddy must rely upon its customers for information that we would otherwise be unaware of, such as closing of their business or use of a new email address. Account management is a customer responsibility.The complaint contacted our Customer Care Center on April 4, 2015 regarding the most recent renewal of the Domain name in question to request a refund. 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 have provided the complainant with a refund of $21.40. Please allow 5 to 7 days for this to reflect with your financial institution. The complaint will maintain the responsibility to cancel the Domain Name in questionEDUCATION:The complainant might find the following support articles helpful in the future for managing their GoDaddy account:Managing Renewals for Products and Serviceshttps://support.godaddy.com/help/article/725/managing-renewals-for-produ...⇄ Your Account Information:https://support.godaddy.com/help/article/729/managing-your-account-i...⇄ Policyhttps://support.godaddy.com/help/article/8849/refund-policyThank 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

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•    Website Builder Service AgreementThe latest version of these agreements can be found at: [redacted]On April 19, 2014 the complainant purchased the Website Builder in question for a one year term.  This was for the service period ending April 19, 2015.  Per the complainant’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).  GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.GoDaddy sent a renewal notice prior to the expiration date on April 9, 2015.GoDaddy also sent notices on and after the expiration date on:•    April 19, 2015•    April 29, 2015•    May 9, 2015On the day the Website Builder expired, in this case April 19, 2015, the complainant’s agreed and purchased term of hosting ended. After the complainant's agreed and purchased term ended, GoDaddy provided 10 days of live site service without receiving payment from the complainant. When this 10 day period ended, the site was suspended for nonpayment.  GoDaddy then held the website data for an additional 10 days before the site content was deleted.   In total GoDaddy provided 20 days of service without payment prior to cancellation.The complainant 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 data backups, are a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.If the complainant purchases a new Website Builder plan, our office will waive the restore fee as a one-time exception.  The complainant can contact GoDaddy’s 24/7 Customer Care Center directly to purchase the new Website Builder plan, and request their restore.EDUCATION:The following GoDaddy Support article will be helpful in the future to the customer regarding managing product renewals.Managing Renewals for Products and Services:[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[redacted]