GoDaddy.com

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's statement that they informed me that they would trouble shoot the matter if I would provide them the original message is ridiculous.  They must not have read the chatsupport record in regard to this matter.  I have also recently provided to the company an email message header for a message that took 3 weeks in delivery.  This was a separate issue provided to Godaddy to assist them in ferreting out their problems in the email area.  The issue regarding my complaint of non-delivery of several messages has not been addressed, nor have they addressed the continued insistence on their part that I must resolve the issue with the receiving end of the messages.

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.GoDaddy.com, LLC has continued to refuse to provide a refund of monies that they illegal charged to my credit card. I have attached the cancellation letter dated June 18th, 2014 for your review. In order to resolve this complaint GoDaddy.com, LLC most refund the $69.00 that they charged to my credit card after I advised them that they no longer had my authorization to use the credit card for renewal or future charges. Please advise GoDaddy.com, LLC that they will not be able to charge this card again as I have placed a freeze/fraud alert on all incoming charges from their company.Again, the only acceptable out come to this issue is the refund of the $69.00.

Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be partially satisfactory to me. We certainly appreciate Go Daddy offering us an additional year of hosting at no cost; however, as we continue experiencing issues with the performance of our Website, we have had to call their customer service several times and it's quite discouraging that every time we call, the agent who assists us provides an explanation and/or offer a solution that is completely different than what the previous agent told us. This of course, becomes confusing and makes us think that not all the Go Daddy customer service agents are trained at the same level.In any case, we will review the information in the link they provided so that we can continue learning about the better ways to backing-up our Websites content.The last time we had to call, February 10, the agent from Go Daddy recommended not just to migrate our site once again, but also to upgrade our hosting account to the Ultimate Plan just because "he thinks that the plan we currently have is not as efficient as the new plan". That seemed to me like his intention was not other but selling us a more expensive product.If upgrading to the Ultimate Plan is the best solution for my company's needs, it would be great if Go Daddy can provide with a technical / logical explanation that allows us to fully understand the true benefits of the upgrade.I will wait until Go Daddy provides us with an explanation regarding why the new hosting plan can be more efficient and whether it is really necessary for us to upgrade in order to avoid the issues we have been experiencing during the last two weeks to consider this complaint resolved.Thanks and best 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 Registration Agreement•    GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted] On January 8, 2015 the complainant contacted our Customer Care Team regarding email being bounced back labeled as Spam.  These were a direct result of the complainant’s website and its reputation with CloudMark.  Cloudmark is a service that GoDaddy and many other email providers subscribe to that provides protection against spam, viruses, phishing, and similar threats that affect email.Once the complaint cleared the questionable content from their website GoDaddy was able to resolve these issues on the complainant’s behalf with Cloudmark.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy is not responsible for the content found on the complainant’s website and the consequences of that content.  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 have added an additional 2 months to the complainant’s Economy cPanel hosting plan.EDUCATION:The Complaint may find the following information regarding Cloudmark to be useful.Cloudmark Sender Intelligence[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 Direct Affiliate Program AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 4, 2014 the complainant had sent an inquiry to our support teams regarding outstanding commissions earned from participating in the GoDaddy Direct Affiliate Program.  The complainant was instructed to contact the proper team within our organization to properly assist, which is [redacted]@godaddy.com.On December 17, 2014 and December 18, 2014 the complainant contacted our Direct Affiliate team with their inquiry regarding commissions earned.  In order to facilitate the final payment of commissions earned in the GoDaddy Direct Affiliate Program, the complainant was instructed to update their payee account on record with us and was provided instructions to do so.  Once that process had been completed, the applicable payment may then be issued.  RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Our Direct Affiliate team has been in contact with the complainant.  Once the complainant updates their payee information using the instructions that had been provided to them, our Direct Affiliate team may expedite the payment of applicable commissions.   Any additional questions or concerns regarding this matter may by submitted by the complainant directly to [redacted]@godaddy.com. Education:What is the GoDaddy Direct Affiliate Program? –https://support.godaddy.com/help/article/4627Earning Commission as a GoDaddy Direct Affiliate –https://support.godaddy.com/help/article/6045Setting up Your Affiliate Account’s Payee Method –https://support.godaddy.com/help/article/6055Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The self serving cookie cutter response sent by GoDaddy does not address the core issue. GoDaddy has without consent used my credit card information on file to initiate an unauthorized transaction. This predatory business practice appears at best to be unethical and the lack of engagement by GoDaddy to actively resolve the issue serves to evidence their seemingly lack of interest in consumer rights.Best Regards,[redacted]

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• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn February 22, 2012 our customer purchased the domain in question with our Protected Registration service for a two year term and did so via an online transaction.  One of the features of our Protected Registration service is to protect against thecancellation/expiration of the domain name. Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question on February 23, 2014 and did so in a Good Faith effort to honor its agreements with the customer.Account management is a customer responsibility.  GoDaddy sent renewal notices prior to the renewal on:• January 23, 2014• February 7, 2014 • February 17, 2014Domain names which have this service cannot be canceled 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 March 19, 2015, our customer filled out the form needed to remove the Protected Registration. Since then, our customer has completed the process of removing the Protected Registration service from their domain name.Our customer has also since set the domain to the manual renewal setting.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The Protected Registration service functioned as advertised, keeping the domain from being canceled without proof of identification.The customer has also requested to remove the Payment Method on file while their GoDaddy account contains an active Domain Name.GoDaddy’s Universal Terms of Service Agreement requires that, “Your Payment Method on file must be kept valid if you have any active Services in your account.” Should our customer cancel their Domain Name or transfer it to another Registrar we would be glad to assist them in deactivating any payment methods in their GoDaddy account. EDUCATION:The following GoDaddy Support articles may be helpful to our customer: Disabling Automatic Renewal for products:https://support.godaddy.com/help/article/725/managing-renewals-for-prod...⇄ Products:https://support.godaddy.com/help/article/7468/canceling-productsRefund Policy:  https://support.godaddy.com/help/article/8849/refund-policy Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued 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 the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter further and would like to present the following.GoDaddy’s Invalid WHOIS team reached out to the owner of the domain in question to resolve the issue. At this time, GoDaddy’s Invalid WHOIS team took action to remove the invalid information off the WHOIS for the domain name in question.The complainant can review the WHOIS information for the domain in question by looking up the domain on who.godaddy.com. GoDaddy cannot verify or control the validity of information presented on third party WHOIS sites like the one the complainant’s response. Many third party sites like the one provided can, and do, cache information presented on the WHOIS Database. 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]@GoDaddy.com14455 N. Hayden Rd. Suite 226Scottsdale, AZ 85260(480) 505-8828 Phone(480) 275-3975 Fax

[redacted]  [redacted]

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.  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.  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 additional concerns presented by the complainant.We stand by our previous response. GoDaddy has honored its agreements, working with the account holder and complainant to the best of our ability in an attempt to construct the website that they have specified. At times, the complainant and account holder have provided our design team with conflicting input, feedback, and decision making regarding this website. In an attempt to resolve differences between the information provided by the account holder and complainant GoDaddy has provided goodwill gestures of 5 additional hours of site revision at no cost and four additional four-months of service at no cost.  GoDaddy will not continue to absorb the costs associated with the complainant and account holders’ website development. 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

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.[redacted], with whom the customer originally registered their domain...

name, is now GoDaddy.Our customer acknowledged and agreed to the following agreements upon conducting business with [redacted]:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx.On June 18, 2014, our customer purchased their domain name for a one-year term.  On June 18, 2015, the registration term expired.  Per our customer's account preferences, GoDaddy was instructed to automatically renew the domain name 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:    May 19, 2015    June 13, 2015These notices informed the customer their expiring domain name would be renewed in accordance with their account settings unless additional action was taken.  Account management is a customer responsibility.Our customer contacted our support staff on August 9, 2015 (53 days after the expiration date), requesting the cancellation and refund for the renewal.  Per our Refund Policy, certain domain names that automatically renew for a one-year term are only eligible for a refund if they are canceled within 45 days of their expiration date.  Our customer’s request for a refund was, therefore, correctly declined.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a one-time courtesy and gesture of good will, GoDaddy has removed the domain name from our customer’s account and has issued them a full refund.EDUCATION:Our customer may find the following GoDaddy Help articles useful:Refund Policyhttps://support.godaddy.com/help/article/8849/refund-policyManaging Renewals for Products and Serviceshttps://www.godaddy.com/help/managing-renewals-for-products-and-services...⇄ 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

additional concerns presented by our customer.  We have reviewed this matter and would like to present the following.
As our Verification Office did not receive the requested

information, the fees were refunded back to the original payment methods used

per our agreements with the payment providers. The financial institution has

not rejected the funds. The complainant will need to contact them to inquire

how they handle funds returned to an account that may have been terminated or

when a pre-paid card has been discarded. Only in the event the refund request

is denied by the financial institution may GoDaddy issue the refund in the form

of a check.
Our Verification team processed a refund for the charges in

question on October 17, 2015 in the amount of $39.51. This refund was credited

to the payment method used.
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

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

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

Regards,

Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by the complainant; who acknowledged and agreed to the following upon conducting business with GoDaddy:•    Universal Terms of Service Agreement•  ...

 Domain Name Registration AgreementThese agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn November 25, 2013, the complainant purchased the two domain names in question via online transaction, each for a one-year term.  The complainant subsequently manually renewed these domains on May 4, 2014 for an additional one-year term, extending the expiration of these domain names to November 25, 2015.On November 26 and 27, 2015, respectively, GoDaddy was instructed to automatically renew the domain names in question per the complainant’s account preferences, and did so in a good faith effort to honor its agreements with the complainant.  GoDaddy does not arbitrarily change the automatic renewal setting on our customers’ behalf; account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements in good faith with the complainant and honored its terms of service.As the complainant canceled the domain names within 45 days of the renewal date, GoDaddy has provided a refund of $33.34 total to the original payment method, in accordance with our refund policy.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 the complainant.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

I reject GoDaddy's response. I was contacted just now that they did return my $80 fee - which was a good step but not enough. They need to change their practices not blame their loyal customers who have paid for years on time. Customers with a positive history should certainly be treated better. See attached screenshots/jpgs for the following section: 1) Renewal Notices: The notices are not clear. They do not indicate which websites the products are associated with. They contain conflicting information & buttons that do not function properly. They say to renew but also say renewal is not possible. The Go To My Renewals button goes to a screen that does not show that specific product that is being cancelled. 2) Renewal Page: The actual renewal page does not show cancelled items. There is no place to see a list of cancelled items or even account history to help problem solve. 3) Renewal receipts: Notice that I did in fact renew multiple domains & products in the weeks prior to the cancellation. This should have at least triggered a different response from GoDaddy rather than deletion. I have had to update my credit information many times in the past & never had sites deleted. See attached Word Document for actions needed – including: 1)    GoDaddy should send physical mail when deletion is possible. 2)    GoDaddy should have account freezes first before deletion. 3)    Notice should be 30 days past due for accnt freeze. 60 days min written by mail (USP) notice before deletion. 4)    Fees for restoration should be disclosed in Renewal Notices. 5)    GoDaddy should not oversell to their customers unneeded products. 6)    Holiday periods should be dealt with differently. 7)    Great personal distress.
See the attached word document for more detail.

the response by GoDaddy is misleading and would require suspension of common sense to be believed. I have the following:
I initially contacted GoDaddy on 12/31/15 with follow up emails on 1/3/16 (total of 3 which I can forward).
GoDaddy responded with Incident ID [redacted] regarding order 915287495.  GoDaddy can't find the needed information from their own order #?
GoDaddy sent an email requesting a contact number. I sent my cell, 864-237-5885, but never received a call.  I have initiated all communications whether email or phone. I made my last call this past Monday evening at about 9 pm Eastern and spoke to a Dan W who would not provide a last name or ID #. 
Dan W would not provide the account information even with the credit card information provided. How can you bill a credit card and then not be willing to provide the account information? I will be happy to provide the credit card information via phone.
Again, I would not have agreed for repeat billing of a business expense to a personal card. What is worse however is GoDaddy's failure to refund this charge even though I contacted them repeatedly and provided all requested information.

[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 11182112, 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,