GoDaddy.com

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

•     Website Builder Service Agreement

•     Quick Shopping Cart Agreement

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

On March 26, 2014 our customer contacted GoDaddy support to cancel their Website Builder and Quick Shopping Cart. Our customer was properly advised that they would receive an In-Store Credit for the balance of time remaining for both products.  This action aligned with our refund policy, which allows for refunds on annual products canceled within 45 days from the date of purchase. After 45 days, customers receive an In-Store Credit for any remaining time on an eligible product that was canceled.

Our customer care managers will also be apprised in an effort to address any service level opportunities that may exist with our support staff.

 

Resolution:

GoDaddy sincerely values our customer's business. As a onetime exception, GoDaddy has issued a refund to our customer's original payment method. Our customer should allow 5-7 business days for the refund to be posted by their financial institution.

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

 

Kindest Regards,

Office of the CEO - GoDaddy

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.  I will wait until for the business to perform this action and, if it does solve the problem, will consider this complaint resolved. We have been talking to tech support team but it will be nice if Go Daddy assign me a ticket number so every time I call I do not have to start the conversation from scratch.You can reach me at ###-###-#### or [redacted] @ ###-###-####

Regards,[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,[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:•    GoDaddy Universal Terms of Service Agreement•    GoDaddy Workspace Service AgreementThe latest version of these agreements may be viewed at[redacted]://[redacted].GoDaddy has attempted to work with the complainant to the best of our ability to address their pricing concerns.Resolution: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. We have connected with the complainant and confirmed that their pricing issues have been resolved.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 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

•    Workspace Service Agreement

 

The latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx  

 

Per our customer’s account preferences, GoDaddy was instructed to automatically renew their services upon expiration 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.  

Our customer did not contact our support staff regarding these charges until they were no longer eligible for a refund. GoDaddy’s Refund Policy is discussed in our Universal Terms of Service.

As a onetime exception, GoDaddy has issued a full refund to our customer for the renewal of their email plan. We are past the point in which the funds for the domain name can be recovered from the domain name registry. As such, GoDaddy will not be issuing a refund for the domain name.

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

Dear Dispute Resolution ConsultantThank you for bringing our customer's additional comments to our attention.It is our customer’s responsibility to ensure their code works with the hosting service they setup with GoDaddy. As with all shared hosting providers, GoDaddy has restrictions in place in an effort to protect the overall health of the hosting server. These restrictions can vary with each provider, resulting in unique environments. Any questions regarding these restrictions can be addressed with our support staff.In an effort to narrow the possible causes for the issue our customer faced, their configuration file was disabled. This is done by temporarily renaming the file, in lieu of having our customer remove it from the server. The renaming of the file would correlate with the time stamp our customer refers to in their complaint. To be clear, GoDaddy did not modify the contents of the file, as this would fall outside the scope of support that we offer.A historical review of the server shows no issues with FTP service during the period our customer was actively using it. There are a number of factors that could have contributed to the latency referred to by our customer. Many of these are outside of GoDaddy’s control, as there are multiple entities involved when establishing an FTP connection including various Internet Service Providers.  Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. GoDaddy's technical support staff worked diligently and vigorously to resolve any technical issues our customer experienced.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.As stated in our original response the hosting service we provided worked as intended, however, we have provided our customer with a refund for the cancelled service as it did not meet their specific needs.Education:Our customer may find the following support article useful.What trust level can I use when running [redacted]? [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 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· Domain Name Transfer AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx The complainant purchased a domain name transfer online for a one-year term on December 15, 2014. The purchase of a transfer includes the domain transfer itself, including any time remaining on the domain at the current registrar and one additional year.  RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.We have reached out to the complainant directly to address their concerns. We also provided a $4 refund on the purchase of the transfer as a goodwill gesture.  The complainant accepted and was appreciative of us reaching out to them.  We consider this matter resolved.EDUCATION:The following URL’s may be helpful to the complainant regarding our domain transfers and refund policy:Domain Name Transfer FAQs:https://support.godaddy.com/help/article/6870/domain-name-transfer-faqGoDad...⇄ Refund 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.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### FaxThis 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.

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

Regards,

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by 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 Domain Name Proxy Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]On December 1, 2011 during an online transaction the complainant purchased the Domain Name in question with GoDaddy’s Protected Registration Service for a one year term. The domain name was subsequently renewed on the following three occasions. The three occasions reflect both automatic renewals and manual renewals. The manual renewal was a direct actions by the complainant, the automatic renewals were instances of GoDaddy honoring its agreements with the complainant.• December 2, 2012• December 2. 2013• December 2, 2014One of the features of our Protected Registration service is to protect against the cancellation/expiration of the domain name. Domain 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 December 1, 2014 the complainant’s Certified Domain Deluxe Hosting Account were automatically renewed per the complainants account preferences.   GoDaddy sent notices prior to the expiration dates of these services on:• September 2, 2014• October 2, 2014• November 1, 2014• November 16, 2014• November 23, 2014• November 24, 2014In addition the complainant manually renewed another Domain Name for a one year term on December 2, 2104 during a separate transaction.On February 9, 2015 the complainant cancelled all products in their GoDaddy account. They have requested a refund for their December 2014 transactions.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 to our refund policy we will provide the complaint with refunds for their transactions that took place during December of 2014. These refunds total $180.01, please allow 5 to 7 days for this to reflect with their financial institution. EDUCATION:The complainant may wish to review the following information:GoDaddy Refund Policy[redacted]Canceling Protected Registration[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed the complainant’s correspondence and would like to present the following.Upon purchase of services, the complainant acknowledged and accepted the following...

agreements:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• Change of Registrant Agreement• GoDaddy Domain Name Proxy AgreementCopies of the latest version of these agreements may be found at:[redacted]On February 24, 2015 the complainant modified the Registrant contact information associated with the Domain Name in question.  A 60-day lock (“Transfer Prohibition Period”) was expressly acknowledged on the domain when the Registrant’s contact information was updated.  GoDaddy takes the security of our customers’ accounts and domain names very seriously. As most domain hijackings occur shortly after a change of registrant is performed on a domain name, GoDaddy’s Change of Registrant Agreement was implemented to help protect our customer from such thefts.Our office reached out to the customer on February 26, 2015 and helped them revert their information to have the lock removed; and, they were able to successfully complete their domain transfers to another registrar.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  The customer has completed their transfer and this issue has been resolved.EDUCATION:The following GoDaddy Support articles will be helpful to our customer in preparation for future domain transfers.Transferring Domain Names to Another Registrar[redacted]Policy on Transfer of Registrations Between Registrars[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards,[redacted]Office of the CEO – GoDaddy[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,

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• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn February 11, 2012 the complainant purchased the Domain Name in question for a three year term during an online transaction. On February 24, 2015 per the complainant's account preferences, GoDaddy was instructed to automatically renew the Domain Name in question for a three year term and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the expiration date on:• November 14, 2014• December 14, 2014• January 13, 2015• January 28, 2015• February 7, 2015These notices indicated the service would be automatically renewed upon expiration unless action was taken.  GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference.  Account management is a customer responsibility.  On March 17, 2015 the complainant contacted our Customer Care team to discuss the renewal of the Domain Name in question which occurred February 24, 2015 and request a refund. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception to our Refund Policy we will provide the complainant with a refund of the most renewal of the Domain Name in question. Please allow 5 to 7 days for this to reflect with your financial institution. The complainant will remain responsible for the cancellation of the Domain Name in question. Should they require assistance they may contact our 24 Hour Customer Care Center at ###-###-####.EDUCATION:The following GoDaddy Support articles may be helpful in the future to the complainant for managing their GoDaddy products and services:Managing Renewals for Products and Services -https://support.godaddy.com/help/article/725/managing-renewals-for-products-and...⇄ Products –https://support.godaddy.com/help/article/7468/canceling-productsRefund Policy –https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy[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 find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

following agreements:• Universal Terms of Service AgreementThe latest version of this agreement and other legal agreements may be found at[redacted]On July 17 2014, the complainant renewed a domain name for a one-year term and also added a Standard Search Engine Visibility product to the order for a one-year term via an online transaction.During the domain renewal process for the domain name, it appears the complainant was presented with an offer for our Search Engine Visibility at a discounted rate. Typically, it is offered for $35.88 a year. This would not automatically be added to the cart and would have to be manually added to the order by the complainant.  The complainant was able to review their shopping cart prior to completing the transaction. Furthermore, an order confirmation was sent to the complainant following the transaction which contained details of their purchase.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. We have ensured the auto-renewal preference for the Search Engine Visibility service has been disabled, preventing this service from automatically renewing upon expiration. Account management is a customer responsibility.As a gesture of goodwill and one-time exception to our refund policy, we have refunded the original charge for the Search Engine Visibility service back to the complainant as an In-Store Credit. They may use this credit towards any future purchases with GoDaddy.EDUCATION:The complainant may find the following article helpful:Refund Policy: [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards,Ken C[redacted]Office of the CEO – GoDaddy[redacted]

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.
As you can see by the screen captures, we created the corporation 30 frames per second, inc. on February 8th of 2006. At the time, we hired [redacted] to build a website for us as we were a video and film production company at the time – we now also develop websites. He purchased our name through Go Daddy. A tech person with Go Daddy told me that this was also purchased in February. We lived in Atascadero at the time and [redacted] was a student. I’ve tried to find him since our website went down between May 13 - 16. From my research, it appears that [redacted] went on to form a company [redacted] (screen cap attached) which is no longer in business. The phone number ###-###-#### has been disconnected. I also sent [redacted] messages when I found him on **. He had two. One in English and one in Spanish. It appears that he has left the US and moved to another country. Since my sending him messages, his English ** page is now gone and the one in Spanish is no longer visible. The last dates he posted on either was about May 8th. After talking with the tech person, I began the ChangeTheName process and uploaded a copy of my Drivers License (reluctantly) and our Articles of Incorporation. I received an e-mail with a case number Update [Incident ID: [redacted]] - [Incident ID: [redacted]] - [redacted] requesting an EIN number rather than our Articles of Incorporation. I uploaded that. (screen capture attached). I’ve not heard anything back. I sent an e-mail requesting information on when we can expect this to be resolved and have received no reply. I’ve also called. I will call again today. I created a FB page for 30 frames in 2011, but didn’t really do much with it as we had moved to Southern California and I was beginning to develop a Theatre Company. I created a new 30framespersecond, inc. website and all of my business e-mails go through [redacted].com to my [redacted]. Around May 12th someone viewed our 30 frames per second, inc. ** page and after that, my [redacted].com e-mails began bouncing. As 30 frames per second, inc. we created [redacted] for the San Luis Obispo area. By that time my husband [redacted] was building websites. This website is still up because so many people depend upon it. If you can do anything to help us get our Domain Name returned so that we can continue our business, we are so appreciative. Always, (I’m using my theatre’s e-mail as my 30 frames no longer works – but have attached a screen capture of the final days).

Regards,

godaddy contacted me about other domains. Not the one in question and used a credit card that was not authorized. They have refunded me a partial refund and I accept that is at this point as fair as they can be EVEN THOUGH their website lead me to believe that I had canceled what needed to be canceled. I also felt it incredibly inconvenient and risky to have to provide them my license to cancel something so stupid. IF AT POSSIBLE, please encourage GoDaddy to make it clear before purchase what a hassle this is. ALSO, if at all at possible encourage GoDady to renew for the shortest period of time (1 year) instead of 3 years or whatever was originally purchased. If they would have renewed for only 1 year I could have lived with that much more comfortably. 

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

Regards,

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

conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxIn regards to the complainant’s concerns unwanted email messages, they registered a domain name on August 16, 2015 during an online transaction. Prior to completing the purchase, the complainant was provided the option to add private registration services to the domain name. Go Daddy offers private registration services as an add-on service for select domain names via an affiliate company, Domains by Proxy. This service masks the registration information required by ICANN and replaces it with Domains by Proxy’s information.The Internet Corporation of Assigned Names and Numbers (ICANN) requires accredited registrars like GoDaddy to publish the registrant's contact information, domain creation and expiration dates, and other information in the WHOIS listing. It appears the complainant’s information may have been gathered from the WHOIS listing for their domain name.In regards to the complainants hosting concerns, on June 26, 2009 they purchased a domain name registration for a one-year term during an online transaction. The complainant was provided a free shared hosting plan to use with their domain name registration.  From time to time a company must make the difficult decision to cease (End-of-life or EOL) a particular product or service to improve and offer next generation products for customers.  As a service provider one of GoDaddy's goals is ensuring our customers have the best platforms aligned with the latest technology to help their online ventures be successful.On May 12, 2015, an email notification was sent to the complainant advising their hosting plan would be retired. The notice included instructions they may use to migrate their website content to a new hosting plan. The notice also indicated the hosting plan that was utilized by the complainant would be suspended on July 14 2015. This suspension was the last step in the End-of-Life process of the hosting plan. Prior to the cancellation of the service, GoDaddy provided an additional twenty days after the initial suspension to allow the complainant to migrate their website content to a new hosting plan.When a hosting account is cancelled, GoDaddy may retain the data for a limited time. The content is not stored in the complainant’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 complainant agreed), it is the complainant’s responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. We have connected with the complainant and provided them with a Windows Hosting plan for a one-year term at no cost. Additionally, we are working with our data recovery teams to attempt to recover the site. EDUCATION:The complainant may find the following articles from our help center useful:Migrating Windows Classic accounts: FrontPage & Access end of support: https://www.godaddy.com/help/migrating-windows-classic-accounts-frontpage-and-ac...⇄ 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

[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 the additional concerns presented by the complainant.   Our Billing team reached out to the complainant on 2/8/2016 via phone and was able to locate the charge in question using a lookup with the full credit card number. A refund was provided and the credit card was removed.   Thank you again for the opportunity to address the additional concerns presented by the complainant. Kindest regards, Mandy O[redacted] Office of the CEO – GoDaddy