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 Auctions Membership Agreement• GoDaddy Domain Buy Service AgreementThe latest version of these agreements can be found at: [redacted]On January 6, 2012 the complainant purchased a backorder and Certified Domain for the domain name in question during an online transaction, they did not purchase the Domain Name itself. The Certified Domain subsequently renewed on January 6, 2013; January 6, 2014 and January 6, 2015. The Domain Name in question is not and never has been registered through GoDaddy. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.We appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.As a onetime exception we are providing the complainant with a refund of $19.96 for the purchase and subsequent renewals of their Certified Domain. Please allow 5 to 7 days for this to reflect with your financial institution. EDUCATION: The complainant might find this article regarding GoDaddy’s Refund Policy Useful:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest 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 that account management is a customer responsibility.Based on the charge-back the complainant has processed with their financial institution there are no further actions we can take at this time.Kind regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260 Phone: ###-###-#### Fax: ###-###-####

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to our customer’s additional concerns.It appears our customer's additional comments were submitted to the Revdex.com on April 13, 2015 but not shared with GoDaddy until April 27, 2015. Our office has connected with our customer via phone on April 16, 2015 to discuss any concerns they had. Our office has also confirmed with our customer their issues were resolved.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer.Regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260###-###-#### 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.  GoDaddy has refunded as they agreed and they have pledged to improve their customer service.  Although they have wasted my time and money and could have even provided more service for me, I 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 is satisfactory to me.  However, I would like to clarify GoDaddy's response, "The complainant is not a GoDaddy customer and has not entered into any agreements with GoDaddy." While this is true on the surface, the reality is the person we were actively communicating with (ie, requested by the customer - not spam) is a customer of GoDaddy and expects legitimate communications to him to be delivered to him in a timely manner. Also as a part of the WWW community, GoDaddy entered into an agreement to facilitate the maintenance and usability of the system in such ways as their business affects.

Regards,

Dear Dispute Resolution Consultant,Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed the additional details that have been provided and would like to present the following.On the day the hosting service expired, in this case June 9, 2015, the customer's agreed and purchased term of hosting ended.As stated in our original response, GoDaddy provided 20 days of service without payment. Our customer did not take action to bring their account current and their hosting service was canceled on June 29, 2015.The daily backup feature referenced by the customer is in fact available for accounts where payment is late and the service has been suspended, but not canceled. In order to access the backup feature, as well as all other included features, payment must be made first to bring the account current.When a hosting account is cancelled GoDaddy may retain the data for a limited time. The content is not stored in the customer’s account but rather on other servers that GoDaddy uses for disaster recovery, not for customer archival purposes. Per our terms of service (to which the customer agreed) it is the customer’s responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account.The reason we charge a recovery attempt fee is our administrators must perform data recovery work to see if the deleted content can be restored. GoDaddy takes weekly full backups and nightly incremental backups of our server environments. A GoDaddy server administrator would need to provision a new and different server, restore the weekly full backup and then the nightly backups incrementally to the time of requested restoration. Once the server has been restored to the correct point in time, our server administrator would then access the server and make copies of the customer’s website files. They would then upload these copies to our customer’s current hosting account. This process is costly in both time and manual effort.We understand our customer may not have reviewed the terms they agreed to, however, it is their responsibility to do so.Resolution:Our offer to reduce the cost of our labor still stands, however, GoDaddy will not fully absorb this cost, as this situation is the direct result of our customer’s inaction.Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer.Kindest Regards,Stephen J[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 AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn August 26, 2013, the complainant purchased the domain in question via online transaction for a 2 year term.  This is for the period ending August 26, 2015.Per our customer's account preferences, GoDaddy was instructed to not automatically renew the customer's domain and did not do so in a good faith effort to honor its agreements with the customer. Account management is a customer responsibility.The complainant manually renewed the domain in question on September 7, 2015 via online transaction, during the domain’s renewal grace period.  After the transaction had completed, the complainant contacted GoDaddy’s customer care center and stated did not receive a 10% discount option for their domain’s renewal as found on the expired domain’s parked page.During this interaction with GoDaddy’s support, the complainant also stated they attempted to utilize a different discount code, found on a third-party website, during the renewal process.  This would have removed any previous discounts or promotional codes that had been applied, and GoDaddy has no way to recover or review what discount code or promotion was originally added to the shopping cart.  GoDaddy provides promotional offers to our customers in regards to the purchase of new products and the renewals of existing ones. These offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question.  We will honor any valid promotional offers that our customers receive from GoDaddy. The offer must be entered prior to completing the transaction. Furthermore, GoDaddy has no control over any third party websites offering discount codes that may have already expired. If a valid offer is utilized, our cart will adjust the price accordingly.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a one-time exception to GoDaddy’s refund policy, our office has refunded the customer 10% off their domain renewal back to their original payment method, a total of $7.59.  For future reference, if the complainant does not see an intended discount after utilizing a valid GoDaddy discount code or link, we recommend that the complainant contact our support team prior to completing the transaction.  Again, we will honor any valid promotional offers that our customers receive from GoDaddy. The offer must be entered prior to completing the transaction. EDUCATION:The complainant may find the following help article useful for future reference:Refund Policy:https://www.godaddy.com/help/refund-policy-8849Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Mike L[redacted]Office of the CEO - [email protected] N. Hayden Rd. Suite 226Scottsdale, 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•    Domain Name Registration Agreement•    Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn November 9, 2014, the complainant purchased five domain names for a one year term each, via online transaction.  This is for the period ending November 9, 2015.During the purchase, the complainant opted to add GoDaddy’s Protected Registration service, 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 or transferred 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.On November 9, 2015, the complainant submitted the information required to cancel the Protected Registration, which can take up to 72 hours to be processed.On November 10, 2015, GoDaddy was instructed to automatically renew the service in question per the complainant’s account preferences and did so in a good faith effort to honor its agreements with the customer.GoDaddy sent renewal notices prior to the expiration date on:•     October 9, 2015•     October 24, 2015•     November 4, 2015These notices informed the complainant their expiring items would be renewed in accordance with their account settings unless additional action was taken. 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 Protected Registration service functioned as advertised, keeping the domain from being canceled or transferred without proof of identification.  The complainant’s Request to Cancel Protected Registration has been processed, and the Protected Registration service has been refunded to the original payment method.  If the complainant no longer wishes to continue the domain name registrations, they may cancel those within 45 days of the automatic renewal and contact GoDaddy’s customer care center for a refund.EDUCATION:The complainant may find the following articles helpful:What is Protected Registration?https://support.godaddy.com/help/article/1286/what-is-protected-reg...⇄ Protected Registration:https://support.godaddy.com/help/article/1292/canceling-protected-r...⇄ 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.Kindest regards,[redacted]Office of the CEO - GoDaddy[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 upon this condition ; and if it complies to what I am am responding herewith. "" I will wait until for the business to perform
this action and, if it does, will
consider this complaint resolved; if:
In summary; I will receive ; as exposed; in the Resolution:"  an In Store credit for any unused time remaining on my plan upon cancellation"; which ammounts to what specific sum of______? ( This ammount $  has not been determined by this one sided resolution)..
 
And my acceptance will be conditioned to the disclosure of  the ammount of money offered by the business.

Regards,

Hello
Evidence is presented in a twisted, godaddy specific, manner.
 
Agreeing on the terms has nothing to do with the CANCELLATION of domain transfer; we initially wanted to transfer the domain to godaddy but later we did not approve the transfer for that particular account. Reason: low reliability and reputation of service from godaddy.
Therefore, the disputed transaction refers to a cancelled domain transfer. It is my understanding that a cancellation of service does not entitle payment for that same service.
 
Only to clarify what the office of the ceo representative claims in their reply: the same day later on one of our advisers suggested to give godaddy another try, hence the same domain was eventually transferred to godaddy but we paid for the transfer in a different transaction.
At that time, the original transaction, disputed here, was not refunded by godaddy.
 
Lack of email support, unavailability of chat support at decent hours during the day, excessive long wait times for chat support agent to become available, and most of all, inconsistency of godaddy representatives in their claims over the phone, make godaddy an unreliable registrar.

I have spoken with GoDaddy before and they have told me that they would remove my e-mail from their user list since the person who owns the business is DEAD!  Can they explain how am I suppose to update information that I have no control over and the family has disposed of all material concerning that business?
Thank you,

Thank you to have forwarded Godaddy's response to me. I am afraid the person responding to this complaint has not understood it. This has noting to do with an hosting account. I had been hosting web sites with Godaddy since 2009. Lately, they have been problems with one "Reps" or "support staff?". As a result,  I have decided to keep only one hosting account with Godaddy but I was surprised to see my 4 domains on sale then, when I was ready to reactivate it.I you decide to take sites down - when the time their hosting had been paid for is over - this is your right. But this was another issue and the reason I decided to stop the hosting for the other 3 domains.This is about advertising the sale of domains that have not expired and without my authorization.  My web sites were first from a passion, I enjoy building them. I do not have the will or the time to engage in time consuming and sometimes rude communications as it happened before.This complaint is about finding a better way to communicate. I am seeking anything else from them than to stop advertising the sale of a domain I still owe. They are denying it while I have provided a screenshot for the one I am complaining about. I would like for them to address the real issue and to ask whomever has been doing it to just stop. Thank you foryour willingness to transmit this message.Regards,[redacted]

Dear Dispute Resolution Consultant,

Thank you for bringing this matter to our attention.  We have reviewed our customer’s complaint and account and present the following.

Prior to purchasing their GoDaddy products our customer acknowledged the following...

agreements:

·         Universal Terms of Service Agreement

·         Website Builder Service Agreement

 

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

https://www.securepaynet.net/legal-agreements.aspx

 

RESOLUTION:

 

We have been able to communicate with our customer to address their concerns.

 

Our customer contacted our Customer Care Center and spoke with an agent about purchasing the Website Builder plan and a miscommunication regarding applicable refunds took place. We have discussed with the customer our current refund policy and purchases made in the future will be applicable to the refund policy.  At this time a refund of the transaction specified in this complaint was processed and they have expressed their satisfaction with this outcome.

 

At this time we consider this matter successfully resolved.

 

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

Please let us know if we may offer any further assistance.

Best Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

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Dear Dispute Resolution Consultant,

 

Thank you for bringing this matter to our attention.  We have reviewed our customer’s concerns to which we would like to present the following.

 

Prior to completing each of the transaction, our customer...

acknowledged the following agreements:

•             Universal Terms of Service Agreement

•             Auctions Membership Agreement

 

The latest versions of these agreements can be found at the following link: http://www.godaddy.com/Legal-Agreements.aspx

 

When a customer bids or places an offer on a domain name in auction and it is accepted, the bid/offer cannot be canceled or retracted. Our customer made an offer for the domain on February 24, 2014 for $100 which was accepted by the seller on the same day. Domain name typos are common and popular; our customers are responsible for performing their own due diligence. 

 

RESOLUTION:

 

We value our customer's business and have acted in good faith to uphold our agreements with them. We take the integrity of domain name auctions seriously, and want to make sure both buyers and sellers are protected.  Each bid submitted on GoDaddy Auctions is a binding contract.

 

Although all payments are final, the customer can put the domain up for auction and try to sell it or they can use the domain for a website, email or let it expire. 

 

In this situation, the seller of the domain does appear to be open to repurchasing it from the customer. To be clear, GoDaddy has no control over the decisions of others and cannot make a guarantee on the finality of this offer. If our customer would like to pursue this possibility, they may contact our office at ###-###-#### or by email at [redacted]@GoDaddy.com. 

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

Best Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

[redacted] N. Hayden Rd. Suite [redacted]

Scottsdale, AZ 85260

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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.

GoDaddy has not provided the 3 years of certificate they had been contractually obligated to provide. They offered "Store Credit" which does not come close to being able to procure the remaining time on a SSL certificate. 

In Short, GoDaddy was vulnerable to a security exploit that reduced the reliability of system. I attempted to work with them to re-secure my system after their vulnerability. They have not issued a certificate for the remaining time on the contract. They have not issued a cash refund for their present valuation of that remaining time. They have not compensated users for the security flaw.

Regards,

Dear Dispute Resolution Consultant,

Thank you for the opportunity to address and clarify the complainant’s additional concerns.

We appreciate the complainant’s feedback regarding our service.  GoDaddy respects all opinions, even critical ones, and we will ensure the feedback is provided to the proper parties.

Again, GoDaddy worked vigorously to resolve the technical issues the complainant was experiencing, and have refunded their most recent email plan renewal as a gesture of goodwill.

While we regret that the complainant wishes to move their services to another provider, our office can attempt to assist the complainant as they move to the provider of their choosing.

Thank you again for the opportunity to address and clarify the additional concerns of the complainant.

Kindest Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

[redacted] N. [redacted] Rd. Suite [redacted]

Scottsdale, AZ 85260

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Dear Dispute Resolution Consultant, Thank you for bringing this matter to our attention. We have reviewed our customer's complaint and the GoDaddy accounts in question to which we would like to present the following.Prior to creating their GoDaddy accounts, our customer acknowledged the...

following agreement: GoDaddy Universal Terms of Service AgreementThe latest version of this and other legal agreements may be found at this link: http://www.godaddy.com/gdshop/agreements.asp Go Daddy does not arbitrarily change the automatic renewal setting on customer accounts. Account management is a customer responsibility. If our customer elected to pay by check they agreed to allow GoDaddy's check processor [redacted], to debit the full amount of purchase from their checking account.RESOLUTION:GoDaddy acted in good faith to uphold our agreements with our customer. We have communicated with our customer and are unable to identify the transaction in question. As a matter of policy GoDaddy does not make any form of collection efforts, and as such, any such efforts made by [redacted] are outside of GoDaddy's control. Should our customer need to contact [redacted] directly, we have provided their contact information below for their convenience:  [redacted] Contact InfoU.S. and Canada Customer Care###-###-####[redacted]

If our customer has any remaining questions or concerns, they may feel to contact our office directly. Thank again you for the opportunity to address and bring clarity to the concerns presented by our customer.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution Consultant    

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

 

We stand by our previous response regarding the complainant’s GoDaddy account and the suspension of their domain names for running Rouge Pharmacies. .

We take offenses such as Rogue Pharmacies selling unapproved drugs online and/or not requiring a prescription very seriously. As such when these domains were brought to our attention an investigation was performed and they were suspended for abuse and violation of our terms of service. With regards to our investigation we refer you to the [redacted] websites.

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

Kindest regards,

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention.  We have reviewed our customer’s concerns to which we would like to present the following.Prior to the original purchase of products and services, our customer agreed to the following...

agreements:* Universal Terms of Service Agreement* Domain Name Registration Agreement* Hosting AgreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at [redacted]?Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a Good Faith effort to honor its agreements with the customer. Account management is a customer responsibility.RESOLUTION:Go Daddy acted in good faith to uphold agreements with our customer and ensure the service in question was renewed appropriately.  Our customer has canceled the hosting plan in question and an applicable refund was provided to them in accordance with our refund policy totaling $34.97 USD. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted]Office of the CEO[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 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• Domain Name Registration AgreementThe latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxPer our customer’s account preferences, GoDaddy was instructed to automatically renew their services and did so in a good faith effort to honor its agreements with the customer. GoDaddy provides customers full control over the automatic renewal feature from within their account. Account management is a customer responsibility.Additionally, multiple reminders were sent via email to our customer prior to the renewal date. These notices stated that the expiring items would be renewed automatically in accordance with their account settings.Resolution:GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.The registry that controls the domain extension our customer has registered does not permit refunds on canceled domains. As such, GoDaddy will not be issuing a refund for the domain in question.Education:The customer might find the following articles useful.About .it Domain Names -https://support.godaddy.com/help/article/5358/about-it-domain-namesGoDaddy Refund Policy -https://support.godaddy.com/help/article/8849/refund-policy?locale=enManaging Renewals for Products and Services -https://support.godaddy.com/help/article/725/managing-renewals-for-products-and...⇄ you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,Stephen JulianOffice of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax