GoDaddy.com

[redacted] Thank you for the opportunity to address the concerns presented by our customer, who acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. These agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On...

December 20, 2015, GoDaddy was instructed to automatically renew two domains upon expiration per our customer’s account preferences and attempted to do so to honor its agreements with the customer. The customer's financial institution declined payment(s).  GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.On January 8, 2016, our customer contacted GoDaddy support to reactivate the expired domains. When informed of the renewal fees, including the $80.00 registry redemption fee per domain, our customer chose not to renew at that time, and indicated they may allow the domains to be released for general availability to avoid redemption fees.On February 26, 2016 our customer contacted GoDaddy support via chat to renew the expired domains. A misunderstanding regarding the domains to be renewed occurred and the two domains specified in our customer’s complaint were inadvertently renewed.    RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office has made multiple unsuccessful attempts to connect with our customer via phone.As the two expired domains were not renewed, they were released to the registry.  As a gesture of goodwill, GoDaddy registered one of the available domains for a one-year term at no cost on our customer’s behalf. The domain is currently active within their account. We have also provided our customer with a domain backorder in an attempt to capture the second expired domain, and have provided a full refund for the inadvertent domain renewal transaction. Thank you again for the opportunity to address the concerns presented.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response. Our customer has been provided a full refund for the domain transfer transaction. As such there are no additional refunds available to our customer. We appreciate our customer’s feedback regarding email support. After serious consideration, GoDaddy discontinued email support. Due to high demand, GoDaddy instead added live chat as a support option. There may be times where our customer care center may experience higher than normal call or chat volume, which may lead to longer wait times for support than normal. We appreciate our customer'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 additional concerns presented by our customer. Kindest regards, Mandy O[redacted]Office of the CEO - GoDaddy

This business has done nothing in an attempt to satisfy my complaints, they are merely stating policy which I feel is absurd, "which at that time was out of our refund policy"  I attempted in "good faith" to address this with them before I ever initiated the chargeback they mentioned.  The left me no choice but to initiate a chargeback, and I told them that it was my next step.  I was flatly refused any recompense by two different people at their company, one of which was supposedly a supervisor.  The main crux of my concern is that they were contacted ONE DAY "outside their auto-renewal policy."  They have stolen my money and I will never use or recommend their services again.  It angers me that they attempt to obfuscate things by claiming convenience, when auto-renewal is merely a ploy to aid in retention of accounts.  Auto-renewals are illegal in my state.

Thank you for the opportunity to address the additional concerns presented by our customer.Since the April 7, 2016 transactions processed online by our customer, no additional orders have been placed within the account related to this complaint. Any GoDaddy charges after this date would be associated with an account unrelated to this complaint, and our customer can contact our Billing team for assistance with questions they may have regarding that account.Regarding our customer’s request to put the site back up, the domain is currently in a status that allows them to recover it from within their account, however, the option to do so is time sensitive. As for the website content, the Website Builder has already been canceled and refunded per our original response. Our customer will need to repurchase Website Builder if their desire is to have the website active again. Should our customer choose to do so, GoDaddy support can attempt to restore the website from the canceled Website Builder plan. This option is also time sensitive, as the content would be retrieved from our disaster recovery backups, which are kept for a limited time. Typically, there is a charge for data recovery, however, GoDaddy will waive the fees in this case as a onetime exception.  Our customer will need to contact support after purchasing a new Website Builder plan to request a restore of the content.Our customer may find the following article useful in recovering their domain.Recovering Expired Domain Names – Domains[redacted]Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On October 9, 2016, our customer purchased a domain from an expired...

domain auction f via an online transaction.  That same day, our customer contacted our support teams to cancel and refund the purchase.  During the typical domain expiration life-cycle, a domain that has expired and has not been renewed may be placed as part of an “Expired Domain Auction” on GoDaddy’s auction site. Domains purchased in an expired domain auction require the auction bid, plus the cost of a one year domain registration renewal, to be paid after winning the auction.  RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Customers are expected to pay for a domain name upon auction close, and are obligated to complete the transaction. If a customer does not, they may be charged an administrative fee, or be permanently banned from utilizing GoDaddy Auctions in any manner.Our Auctions team has canceled the domain transaction in question, and have refunded our customer as a one-time courtesy.  In the future, we encourage our customer to carefully review their shopping cart prior to completing a transaction to avoid a potential ban from GoDaddy Auctions.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

[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,

Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https:[redacted]On August 23, 2015 our customer purchased a Basic Managed WordPress...

plan for a one year during an online transaction. On August 22, 2016, per our customer's account preferences, GoDaddy attempted to automatically renew the service upon expiration and attempted do so in good faith to honor its agreements with our customer. GoDaddy did proactively notify our customer of their failed renewal, and provided 10 days of service to our customer at no cost following expiration.  GoDaddy provided an additional ten days of service in suspended status prior cancellation due to nonpayment. In total, GoDaddy provided 20 days of service without payment prior to cancellation. Our customer did not take action and their service was canceled on September 12, 2016 due to non-payment. Account management is a customer responsibility.On September 19, 2016 our customer called into our customer care center and was offered the option to have our hosting teams attempt a restore of their content. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer is under no obligation to pay a restore fee to recover their website, provided they have their own independent backups of their content.  Hosting restores are not a product that GoDaddy regularly offers and may be provided in rare occasions when a customer did not maintain independent backups.  Account management, including data backups, are a customer responsibility.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[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 our customers Shared Hosting Account being in violation of our Hosting Service Agreement. Contrary to our customer’s interpretation that agreement specifically states “Our servers are not an archive”.

As of April 9, 2014 after they did not respond to multiple requests that they bring their account into compliance, we were forced to remove the content in question. The account is now eligible for reactivation and should our customer wish to do so they may email [redacted]@godaddy.com.

Our previous offer stands and should our customer desire to cancel their Shared Hosting Account we will be happy to provide a refund for the time remaining on their account. If they desire to take advantage of this offer they can contact this office directly.

Additionally our customer may also consider using GoDaddy's Online Storage product if they need a service to store files. We will be glad to provide them with one year of this service at their request.

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

Kindest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

###-###-#### 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 accounts in question to which we would like to present the following. The complainant initially created a GoDaddy...

account on June 12, 2012. At the time they created this account they acknowledged the following agreements.•         GoDaddy Universal Terms of Service Agreement •         GoDaddy Domain Name Registration Agreement •         GoDaddy Website Builder Service AgreementThese agreements can be found in this link: http://www.[redacted]On February 8, 2013 GoDaddy made the decision to end our business relationship with the complainant due to their history of abusive and threatening communications to our employees. At that time they were advised that if they opened new accounts with GoDaddy in the future the accounts would be locked upon discovery. Additionally, GoDaddy worked with complainant to facilitate the transfer of their products to another provider in 2013.RESOLUTION:  GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. On April 27, 2014 it came to the attention of this office that the complainant had created a new GoDaddy account, purchased products and services and was again exhibiting the same abusive and threatening communications to our employees. As the complainant had previously been advised we administratively locked this account from online access at the time of discovery. GoDaddy has an obligation to protect our employees from abusive interactions and will not unlock this account. The complainant maintains FTP access to their Hosting and IMAP access to their email. At their request we will unlock their domains and provide authorization codes for them to transfer again to another provider. These restrictions are a result of the complainants attempt to circumvent our previous decision to end our business relationship with them. We will calculate and process refunds after the complaint moves their services to another provider. We will also notify law enforcement as necessary.  Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO

I saw the post to the Revdex.com by Godaddy saying Godaddy would honor the two years for the price of one year paid for my 31 domains, but upon checking my account this morning, that change has not been made or reflected because the domains still have an expiration date of 2015, not 2016.  If the change had been made, then I would accept that Godaddy resolved the complaint and honored what their representative told me.

 

I have included the following responses directly from the business (Godaddy) in reference to complaint ID 10041778.  Ken, a representative from Godaddy, and I have traded emails.  These emails are posted below.  I'm not interested in speaking with people from Godaddy until they add the extra year to all my domain accounts as they stated they'd do to the Revdex.com.  Only then will a satisfactory resolution occur. At this point, I have no choice but to reject the business response until the extra years are credited on my account.  Honoring their word would be a just and agreeable resolution to my complaint. 

Regards,

Here is the email thread:

Regarding your recent Revdex.com complaintInboxxThe Office of The CEO GoDaddy <[redacted]>May 9 (6 days ago)to me

Dear [redacted],

Your recent Revdex.com correspondence has come to the attention of GoDaddy’s Office of the CEO.

I attempted to connect with you at the number listed on your account, but was only able to leave a message.

I am in the office today until 2PM MST and would appreciate the opportunity to speak with you. If we are unable to connect today, I will be in the office Saturday and Sunday. Typically, I am available Tuesday through Saturday from 5AM to 2PM MST. Feel free to reply with a time and number I may reach you at and I will make every effort to connect with you at the requested time.

Best Regards,

Office of the CEO - GoDaddy

[redacted]

[redacted]

This email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.

[redacted] <[redacted]>May 10 (5 days ago)to Office

Hi Ken,

Thank you for your call yesterday, but I was out of the office.  I am normally available Monday through Friday 8am to 5pm EST.  

I would welcome the opportunity to speak with you if you have a resolution to my complaint.  I really am not interested in anything other than GoDaddy honoring what your advertising stated and your telephone representative confirmed, which is I would receive two years for the price I paid for one year of domain transfer.  I am sure you can understand why I am not interested in purchasing more products "at a discount" when my initial purchasing experience was unsatisfactory, and a different representative, Austin, confirmed by listening to a recording that I was told by a GoDaddy representative that I would receive two years for a one year payment prior to me purchasing.  It felt like a bait and switch transaction, and I involved the Revdex.com only after attempting to resolve it with GoDaddy directly.  I welcome your efforts to make this right.

Regards,

The Office of The CEO GoDaddyMay 10 (5 days ago)to me

[redacted],

Thank you for your reply.

As you indicated your available Monday-Friday, is there a good day and time I can reach you next week? I will be in the office on Tuesday-Thursday this next week. If those days do not work for you, please let me know and I can ask one of my colleagues to reach out to you at the requested time.

I certainly understand your concerns and would appreciate the opportunity to discuss and address them with you.

I look forward to speaking with you.The Office of The CEO GoDaddy4:05 PM (19 hours ago)to [redacted], me

[redacted],

I attempted to connect with you via phone today and was only able to leave a message. I will be in the office until 2PM PDT today and will be in the office tomorrow from 5AM to 2PM PDT and will be out off the office from Friday to Wednesday.

Feel free to reply with a time and number we may reach you out. If the times I am available do not work for you please let me know. If this is the case, I will have one of my colleagues to reach out to you at the requested time.

We look forward to speaking with you

Best Regards,

Office of the CEO - GoDaddy

[redacted]

[redacted]

This email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.

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.

From our understanding, in 2009 the complainant allowed...

another party to use their credit card for a purchase from GoDaddy. The account holder instructed GoDaddy (by their account preferences) to automatically charge the card on file for the renewal of the service and we did so in a good faith effort to uphold our agreements with them. Account management is the responsibility of the account holder.

RESOLUTION:

GoDaddy has upheld its agreements in good faith and honored its terms of service.

We have contacted the complainant directly and resolved their concerns. The complainant's funds should be directly returned to them via their financial institution.

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

Kindest Regards,

Office of the CEO - GoDaddy

[redacted] 

[redacted] Phone

[redacted] Fax

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed the customer’s correspondence and GoDaddy account in question to which we 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• GoDaddy Domain Registration Agreement The latest version of these agreements may be found at: [redacted]Per our customer's account preferences, Go Daddy was instructed to automatically renew our customer's products and did so in a Good Faith effort to honor its agreements with them. GoDaddy provided the customer with full control over the automatic renewal feature at the time of purchase. The customer also had the ability to log into their account and modify this preference. Additionally, GoDaddy also sent the customer email notifications, and attempted to call the customer to inform them of the pending renewal.RESOLUTION: GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.  Our customer has since followed up with our support teams and has received a full refund for the renewal.  At this time, we consider this matter resolved. Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards,  [redacted]Office of the CEO - GoDaddy[redacted] Phone[redacted] Fax

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

conducting business with GoDaddy:•  Universal Terms of Service Agreement•  Domain Registration AgreementThe latest version of these agreements may be viewed at [redacted].GoDaddy sent multiple notices pre and post expiration to the customer. Per our customer'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 the payments.Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.We have attempted multiple times to contact the customer directly to resolve their concerns but have been unable to connect with them. This is a time sensitive matter. As a gesture of goodwill, we are willing to waive the $80 redemption fee if the customer contacts our office while the domain is still in an eligible status. The customer can renew the domain by calling us and we will waive the fees via phone.Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.Kind regards, 

[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 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 Agreement

The latest version of this agreement and other legal agreements may be found at: [redacted] On October 4, 2014, our customer contacted GoDaddy support to request an update to their email address listed on the account for communications. Our records indicate there was no prior contact with support regarding this request.

Resolution:

GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.

After our customer provided the necessary security information, GoDaddy processed their request to update their email address. Our records show a request to reset the account password was made shortly after the email address was updated. Our customer should now have access to their account.

Education:

Should our customer find themselves in this situation again, they may find the following article useful.

Submitting a Change of Account/Email Update Form [redacted] Managing Your Account Information[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.

Kindest Regards

[redacted]Office of the CEO - GoDaddy

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

Dear Dispute Resolution Consultant,

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

As previously indicated, we acted in good faith to renew the domains specifically requested by our customer. Should our customer wish to renew any further domains they can do so by contacting our 24/7 customer care team at ###-###-####.

Thank you again for the opportunity to address the concerns presented by our valuable customer.

Best Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention.  We have reviewed the complainant's comments and would like to present the following.Based on the information provided, we have been unable to successfully identify this party as a Go Daddy...

customer. Our office has attempted to connect with the complainant using the information provided (both phone and email) unsuccessfully.  Additionally, no previous correspondence from the email address indicated can be located in our systems. We welcome the opportunity to speak with the complainant to resolve any outstanding matters and may be reached at[redacted].com.Best Regards,[redacted]Office of the CEO

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the complainant’s additional concerns. We have reviewed this matter and would like to present the following. We apologize for any misunderstanding that may have occurred.Prior to the complainant’s registration of the domain in question, it was registered to another party and was allowed to expire. After expiration and the following the normal course of the domain life cycle, the domain returned to the public pool for registration, and the complainant then registered the domain as a new registration.Additionally, prior to the complainant’s registration of the domain, another party chose to host the domain on GoDaddy’s shared hosting servers.  While hosting and domains are separate services, expiration of a domain from a registrar such as GoDaddy does not automatically remove the domain from a shared hosting server’s configuration as the customer (or prior registrant) may have been using the domain as an alternative method if direct site navigation for their end users. It is impossible for GoDaddy, or any other service provider, to proactively anticipate every possible scenario with domains and hosting services. When a conflict does arise, a cease and desist process is in place to resolve these situations quickly.GoDaddy does not (and did not) make negatively impacting changes to a customer’s hosting accounts regardless of whether a complaint is made. We appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers. GoDaddy strives to offer the best service levels in the industry.If the complainant chooses to cancel the hosting account in question, we will provide a full refund of the hosting purchase less the retail cost of the domain included with the purchase, a refund totaling $46.88, refunded to the complainant’s original payment method.  The domain in question is past refund eligibility.  Future refunds would be provided within the scope of GoDaddy’s refund policy.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 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: [redacted]On September 30, 2012, our customer purchased a domain for 2 years. This purchase was made online without the assistance of GoDaddy support staff. Following this purchase, our customer created an email address, utilizing their new domain name.On February 21, 2013, our customer purchased a domain backorder for the same domain. This purchase was made in a separate account from the one in which the domain had been previously purchased. This transaction was also completed online, without the assistance of GoDaddy support staff. Our customer was sent confirmation of this transaction to the email address they provided when setting up their account.It appears there may have been some confusion when they made this purchase, as they were already the owner of the domain. Domain Backorders is a service that helps you attempt to acquire a domain name when it becomes available for registration.On September 30, 2014, our customer’s domain expired. Prior to expiration, GoDaddy sent multiple renewal reminders to the email address provided by our customer when they setup their account. Account management, including product renewals, is a customer responsibility.In most cases, domain owners can still renew their domain following expiration, however, the timeframe to do so is limited. On November 11, 2014 the domain was canceled as it was not renewed. The email address associated with the domain was also canceled on this date.Subsequently, the backorder purchased by our customer in their other account was successful in capturing the domain name. Our customer was sent email notification and the domain was added to that account on November 11, 2014. Furthermore, as part of the Domain Backorders service, email notifications are sent when there is a change to the backordered domain’s status. Such a notification was sent to our customer on October 25, 2014.To date, our customer has been unable to provide the required security information for the account where the domain was originally registered. Without this information, we are unable to transfer the email data referenced in their complaint to their other account.Resolution:GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.We encourage our customer to continue working with our support staff on this time sensitive issue. The data they wish to have moved is only available for 14 days from the date the domain was canceled.Education:The customer might find the following article useful.What happens after domain names expire?[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution ConsultantThank you for bringing the customer's additional comments to our attention.As stated in our original response on November 7, 2014, GoDaddy is not the recipient of these funds. While we are sorry to hear that our customer is experiencing difficulty in having their concerns addressed, GoDaddy is not the billing party. As such, we are not in a position to resolve this issue for them.GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.We encourage them to reach out to the Merchant Provider again for further assistance in this matter.Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax