GoDaddy.com

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 AgreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at [redacted]In 2012 our customer purchased several domain names; this purchase did not include GoDaddy’s privacy protection although we offered privacy to the customer at the time of purchase. Our customer's contact information is listed publicly in the WhoIs database as required by ICANN.RESOLUTION:GoDaddy acted in good faith to uphold agreements with our customer and had no control over their decision to not use the privacy services we offer. GoDaddy’s Privacy Policy outlines how we handle customer privacy and can be viewed online at [redacted]EDUCATION: Our customer may choose to report the offending email as spam. Our customer may also want to contact [redacted] to request the publicly listed information be removed. The customer appears to have used the email address in question on their [redacted] channel which is public at the url below. They may wish to remove it from [redacted] as well.[redacted]Kindest regards,[redacted]Office of the CEO[redacted]GoDaddy.com[redacted]###-###-#### Phone ###-###-#### Fax ?

Dear Dispute Resolution ConsultantThank you for bringing this matter to our attention. We have reviewed our customer's correspondence and the GoDaddy account in question to which we would like to present the following.Prior to the purchase of products and services our customer...

acknowledged the following agreements:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn September 19, 2013, our customer purchased a domain name for 1 year.Per our customer’s account preferences, GoDaddy was instructed to automatically renew their domain and did so on September 20, 2014, 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.GoDaddy sent renewal notices prior to the expiration date on:• June 21, 2014• July 21, 2014• August 20, 2014• September 4, 2014• September 14, 2014Our customer was also sent confirmation of the transaction on September 20, 2014.The customer did not contact GoDaddy support staff regarding the renewal of their domain until January 16, 2015.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.When a domain name is renewed, GoDaddy as a registrar must provide payment to the registry for the domain and we have a limited timeframe to be able to recover the funds. In our customer’s case, they had 45 days from September 19, 2014 to cancel the domain and request a refund. As their refund request was well outside the allowed timeframe, we are unable to absorb the cost of the domain name renewal.Should our customer still wish to cancel their GoDaddy account, they will need to ensure that all products have been canceled and payment methods are removed from within their account. Once they have done so, they may contact our 24/7 support staff to request deactivation of their account.Education:The customer might find the following articles useful.Canceling Productshttp://support.godaddy.com/help/article/7468Managing Your Email Contact & Language Preferenceshttps://support.godaddy.com/help/article/6524Managing Payment Methodshttp://support.godaddy.com/help/article/4487Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards[redacted]Office of the CEO - GoDaddy[redacted]@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•    GoDaddy Domain Name Registration Agreement•    GoDaddy Hosting Service AgreementThe latest version of these agreements can be found at: [redacted] On April 8, 2012 the complainant purchased an Economy Shared Hosting Plan for a one year term during a call to our Customer Care Center. The Hosting Plan was subsequently renewed by the complainant on a monthly basis •    August 30, 2014•    September 29, 2014•    October 29, 2014•    December 1, 2014•    December 29, 2014The Complainant’s Hosting plan failed our attempt to bill the payment method of file on January 18, 2015 and January 28, 2015, the complainant had deactivated the auto-renewal function in their account. After these attempts notifications were sent to the email address on file. In addition after the most recent failed billing the hosting plan was suspended. Subsequently the Hosting Plan was cancelled on February 7, 2015 and their web content was deleted. Account management is a customer responsibility. GoDaddy provided 10 days of live site service without payment and 10 additional days of suspended site service prior to cancellation of the hosting plan. 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 we have provided the complainant with 3 months of an Economy Shared Hosting plan and restored their content. At this time the complainant has redirected their domain name to another hosting provider. Should the complainant desire to access the hosting plan we have provided them with they can contact our 24 Hour Customer Care Center at ###-###-####.EDUCATION:The following GoDaddy Support articles will be helpful in the future to the complainant 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

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 Website Builder Agreement• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted]On December February 17, 2013 during an online transaction the complainant purchased the Domain Names in question for a two year term.  The Domain Names subsequently expired on February 18, 2015. A domain's expiration date is not arbitrarily set by GoDaddy. The complainant chose the initial date of registration, the term of registration ((and/or consolidation or renewal). At the time of purchase (and/or consolidation or renewal) the customer had many options available to them such as recording the expiration date in their ledger or calendar. While GoDaddy sent expiration notices before and after the domain's expiration date to the customer via email GoDaddy simply has no control over what happens to the email notice after it leaves our system or how the customer's ISP or email client chooses to handle the email once they receive it. If the customer changes their email address we simply have no way of knowing what their new one is unless they inform us by updating their account. Account management and renewal of domains is solely a customer responsibility and the complainant agreed to this when they registered domains through GoDaddy. While we make a best effort to partner in our customer's success they must also be responsible for their actions or lack thereof. GoDaddy sent renewal notices prior to the expiration date on:• November 19, 2014• January 18, 2018• February 12, 2015 GoDaddy also sent notices after the expiration date on:• February 18, 2015• February 22, 2015• March 1, 2015On the day a domain name expires, in this case February 18, 2015 the complainants agreed and purchased term of domain registration ended. The complainant only registered the domain until this date. After the complainant's agreed and purchased term of domain registration ended GoDaddy (at our own cost) provided the customer with a 42 day grace period to renew or redeem the name.The complainant now wishes to redeem their expired Domain Names.RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.This is a time sensitive matter. As a onetime exception, we are willing to waive the $80 redemption fees for the Domain Names in question if the complainant contacts our office while they are still in an eligible status.EDUCATION: The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:What happens after domain names expire?[redacted]Can I renew my domain name after it expires?[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 additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We stand by our previous response. Ownership of the account in question and its content remains a dispute between third parties to which GoDaddy cannot become involved.Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

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 stated in our previous response the GoDaddy products the complainant purchased are working as expected, furthermore their website is listed by major search engines such as [redacted] and [redacted]. Should the complainant cancel their Get Found service and/or Website Builder plan by May 31, 2015 we will provide them with a full refund to their payment method used for purchase. Furthermore 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.Thank you 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:· Universal Terms of Service· Website Builder Service AgreementThe latest version of these agreements can be found at: [redacted]On September 20, 2014 the complainant purchased a Website Builder plan for a 5 year term with the assistance of a Customer Care representative. On April 30, 2015 the complainant again worked with our Customer Care team to cancel the Website Builder product.At this time, the complainant was advised properly of our Refund Policy for cancelled products. If a customer cancels a product or service outside of our refund policy we do provide an In-Store Credit where applicable. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. As a goodwill gesture we have refunded the unused months from the cancelled Website Builder product back to the original payment method.  Please know, it can take 5-7 business days for the refund to be reflected by the banking institution.EDUCATION:The complainant may find this support article regarding our Refund Policy helpful: [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Best regards,[redacted]

Dear Dispute Resolution Consultant,Thank you for bringing the complainant’s additional comments to our attention.As stated in our original response, account security is a customer responsibility. GoDaddy thoroughly reviewed the account in question and the information provided by the complainant. We are unable to verify an account compromise occurred, nor any unauthorized changes made to the account. As a registrar, we cannot become involved in any domain name dispute that may exist between third parties.Any further dispute over the registration of the domain name will need to be through an ICANN approved arbitration provider (http://www.icann.org/dndr/udrp/approved-providers.htm) or the court system.The complainant may also wish to review the Uniform Domain Name Dispute Resolution Policy (UDRP) at https://www.godaddy.com/agreements/showdoc.aspx?pageid=UNIFORM_DOMAIN.Thank you 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

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.We have as of yet to receive a call from Godaddy addressing our MANY complaints. Our complaints were expressed on [redacted] and their social media customer service promptly removed and blocked our public correspondence. We believe this to be due to the high responses that we received from potential businesses which viewed the comments and asked for details i.e. our recorded calls, emails, and other posts made to Godaddy. We have 3 employees that communicated to them via [redacted] because direct emails to multiple supervisors went UNANSWERED. These emails are available and will be posted, along with the social media screenshots that were deleted, if we proceed in posting our public complaint website. We manage over 113 individual Godaddy business accounts and because of GoDaddy's blatant disregard to us as customers and the amount of money and time it has cost us in trying to resolve this matter, we will move forward publicly as we best know how in advising other companies from using them. Their response here claiming their inability to research this matter is just another way in which they try to get customers to conform or drop their quest in receiving the service that has been contracted. Since this response is supposed to be coming from the CEO's office, I can only imagine, and hope that they can very easily pull our account up by our email domain name, my name number, etc. (their [redacted] rep finally admitted that publicly and was able to do so and he was not representing the corporate office, but since I am going to provide them with every tool they need - except getting bounced around their call center that chooses not to provide proper management assistance and which we have to spend 20 minutes explaining ourselves each time - since they do not seem to keep accurate notes) I will humor the response and provide our account number [redacted]

Regards,

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant.As mentioned previously, GoDaddy will not provide a transcript of our correspondence with the registrant of the domain name in question. The complainant may connect directly with the registrant to discuss a possible sale by using any public information available.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] Scottsdale, AZ 85260

Dear Dispute Resolution Consultant,Thank you for the opportunity to

address and bring clarity to the additional concerns presented by our

customer. We stand by our previous response.

GoDaddy upheld its agreements in good faith with our customer and honored its

terms of service. Specifically, GoDaddy renewed the services in accordance with

our customer's account preferences.  It was not until after the renewal

transactions when our customer disabled the renewal preferences within their

account. The screen shots presented by our customer do not accurately portray

their renewal preferences at the time of the renewal. GoDaddy does not change

the automatic renewal setting on the customer's behalf; account management is a

customer responsibility.As previously stated, if our customer

no longer wishes to utilize the email and hosting plans, they can cancel these

services and receive a refund of the unused time in accordance with our Refund

Policy. The domain names are not eligible for refund at this time.Thank you for the opportunity to

address and bring clarity to the concerns presented by our customer.Kindest regards, [redacted] Office of the CEO [redacted] GoDaddy.com [redacted] Scottsdale, AZ 85260

Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer. Contrary to our customer’s statement, there was no requirement for renewal at the time the domain name was renewed on December 21, 2015. The domain in question was transferred out of our system the same day it was moved into our customers account, December 21, 2015. The renewal time of 1-year year moved with the domain name to the customer's new registrar. That time is not refundable. Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards, Terri H[redacted] Office of the CEO [redacted] GoDaddy.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:•GoDaddy Universal Terms of Service Agreement•GoDaddy Domain Name Registration Agreement•GoDaddy Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 2, 2012 the complainant registered the Domain Name in question for a 2 year term during an online transaction.  They subsequently renewed this domain name for an additional year on December 2, 2014. The domain is currently in an expired status.  On October 1, 2015 the complainant’s activated a free credit for a Windows Hosting Plan that was provided with the domain name purchase.  These credits have since been discontinued. On December 3, 2015 the complainant contacted GoDaddy’s Customer Care Center and afterwards cancelled the free Windows Hosting Plan in question. They now wish to have that plan restored and support 5 websites. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. Contrary to the complainants understanding the free Windows Hosting plan they previously received did not support multiple websites.  Furthermore as a onetime consideration GoDaddy provided the complainant with an Economy Plesk Hosting Plan for a one year term.  This plan supports a single website as did the free hosting plan they previously made use of. The complainant is responsible for the cost of all future renewals. Should the complainant require assistance in migrating their website content they can contact GoDaddy’s 24 Hour Customer Care Center at (480) 505-8877.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,John M[redacted]Office of the CEO - [email protected][redacted]

Thank you for the opportunity to address the concerns presented by the complainant. We would like to present the following:
The complainant acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:

href="https://www.godaddy.com/legal-agreements.aspx">[redacted]
Our customer has contacted our Customer Care teams multiple times between January 30 2016 and February 2 2016 to inquire why they were unable to view statistics associated with a website they had constructed utilizing our Website Builder service.
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.
RESOLUTION:
GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.
The problem our customer experienced has since been resolved.  As a goodwill gesture, we have provided our customer with one-month of Website Builder service to at no cost to their plan.
Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.
Kindest regards,
Ken C[redacted]Office of the CEO - GoDaddy

I do NOT have ANY active accounts with Godaddy. I have NOT had any active accounts in over 4 years. They have kept my paypal information and made an unauthorized bill for a service and product that was NOT mine. The hosting AND domain service for "[redacted]" has been handled and paid for by [redacted] since 2008! (account email is [redacted]. cr is [redacted])   Godaddy's has decision to make an UNAUTHORIZED billing to my bank account is THEFT. Pure and simple.

Thank you for the opportunity to address the additional concerns presented by our customer. GoDaddy will typically offer customers discounted prices during their initial term, when they are likely to be just starting out in their business and may not be up and running yet. Upon renewal, GoDaddy asks customers to pay the fair market value for a service that gives them 24/7 customer support and helps their business be successful.Additionally, a domain's expiration date is not arbitrarily set by GoDaddy. The customer chose the initial date of registration and the term of registration.  At the time of purchase, the customer had many options available to them, such as recording the expiration date in their ledger or calendar. While GoDaddy sent expiration notices before the domain's expiration date to the customer via email, GoDaddy has no control over what happens to the email notice after it leaves our system or how the customer's ISP or email client chooses to handle the email once received. Account management and renewal of domains is solely a customer responsibility and our customer agreed to this when they registered domains through GoDaddy. While we make a best effort to partner in our customer's success, our customer must also be responsible for their actions or lack thereof.Furthermore, as a domain registrar, GoDaddy acquires domains from each specific registry on our customers’ behalf.  These registries have specific refund policies in place, which limit the time GoDaddy has to receive a refund on canceled domains.  As GoDaddy is unable to receive a refund from the registry for the domain name renewal in question, we are unable to refund our customer. We encourage our customer to review and manage their account settings to prevent further unwanted renewals.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

The attempt to contact them was initiated ON THE DAY OF the billing.  I was refused access when they asked for a PIN.  They would not tell me what domain I was even calling about.  They just asked me for a PIN.  The person was not clear what they were referring to nor could I figure out how a four digit number amongst a sea of domains could possibly link me to my account.  The account preferences that he speaks of are NOT out in the open and obvious.  They are hidden and have to be searched out or you have to have knowledge they are there.  When we bought this domain, there was NOTHING indicating this would automatically renew.  As I stated, after jumping through their hoops, I was able to gain access and cancel this, which was on day 7 after the billing.

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: [redacted] On January 2, 2014 our customer purchased a Virtual Private Server (VPS) for a month to month term. This VPS has billed monthly ever since per our customer’s account preferences. While unforeseen technical issues may arise from time to time it is a customer responsibility to manage their Virtual Private Server. In this case, our customer reported an issue on April 13, 2016 pertaining to not being able to login to their VPS. On April 14, 2016 our server support team sent an email to the customer notifying them that the issue had been resolved. On June 16, 2016 our customer contacted GoDaddy’s customer care team regarding the same issue. The customer stated that they were still unable to login to the VPS. We were able to duplicate the issue but more information was needed from the customer. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. Our customer was informed via phone and email in April that more information regarding changes that were made from their end needed to be provided. Customer did not respond to the email from our server team and did not follow up with GoDaddy again for 2 months. The Virtual Private Server monthly renewal is currently non-refundable. To resolve the issue, we suggest that the customer reach out to our server support team with the initial requested information. They can be reached at [redacted] or via chat [redacted] Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, KayJay R[redacted] Office of the CEO - GoDaddy

Thank you for the opportunity to address the concerns presented by our complainant. We would like to present the following:GoDaddy customer’s acknowledge and agree to our agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...

[redacted] 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.  GoDaddy has no record of an account matching the complainant’s information. Furthermore we have no record of a call to our Customer Care Center from the complainant’s phone number. RESOLUTION:GoDaddy will upheld its agreements with our customers in good faith and honor its terms of service.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.We also 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.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy

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:

href="https://www.godaddy.com/legal-agreements.aspx">https://www.godaddy.com/...⇄ On April 24, 2016 our customer purchased a Deluxe Managed WordPress hosting plan via a support representative over the phone. This hosting plan came with 1 free Microsoft Office 365 email plan.  During the setup of the email account on April 26, 2016, our customer contacted GoDaddy support teams to request the new email address be setup as a forward to an existing Verizon.net email address. The forward was setup however, the Verizon.net email address was mistyped in error. The issue was quickly resolved on April 27, 2016 and instructions for re-creating the forward sent to our customer.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer encountered technical issues related to Microsoft Outlook and their Verizon.net email address not related to GoDaddy. Our customer was referred to Microsoft and Verizon for a resolution. That resolution required payment from our customer to Microsoft.
Contrary to our customers understanding, neither of the mentioned support representatives refused assistance. Our agents attempted to assist our customer with the recovery of emails located within GoDaddy’s system but found the issues to be with Verizon and Microsoft Outlook. GoDaddy's technical support staff worked diligently and vigorously to resolve all technical issues the customer experienced.
GoDaddy does not reimburse its customers for costs paid to third party vendors for assistance with non-GoDaddy products.
Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,
Terri H[redacted]Office of the CEO - GoDaddy