GoDaddy.com

Due to technical problems with your website forms please see my response attached as a PDF file.

Dear Dispute Resolution Consultant,

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

 

Our customer purchased our Professional Web Design Services in October 2012 and at that time...

acknowledged the following agreements:

 

· Universal Terms of Service Agreement

· Website and Web Store Design Service Agreement

 

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

 

RESOLUTION:

 

We value our customer’s business and have acted in good faith to uphold our agreements with them. We were able to contact the customer and discuss her concerns, explain the process for working with our Professional Web Design Services Department, review the SSL installation and provide our development teams with her suggestions and feedback on product improvements.

 

As a goodwill gesture for our customer’s time with GoDaddy, we are scheduling a follow up call with the customer and our Professional Web Design team to discuss her account options.

 

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

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

 

Best regards,

Office of the CEO

###-###-#### Phone

###-###-#### Fax

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* Hosting Agreement The latest version of our Universal Terms of Service Agreement and other legal agreements may be found  at http://www.godaddy.com/legal-agreements.aspx? Contrary to our customer’s statement, their first contact with GoDaddy’s 24/7 Support teams in the 2013 year  was on December 16, 2013. After this time, our customer was advised on several occasions that they would need to review their content and scripting as there were files missing from their hosting space. Our customer was also advised that GoDaddy does not offer content and scripting  support. RESOLUTION:Go Daddy acted in good faith to uphold agreements with our customer. GoDaddy provided the requested hosting space and attempted to assist with website concerns. Today, we were able to speak with our customer and fully resolve their issues.Should our customer have any remaining questions in regards to the management of the domains or the Go Daddy account, our customer support teams are available 24x7 at [redacted] or via  email at [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

Dear Dispute Resolution ConsultantThank you for bringing this matter to our attention. We have reviewed our customer’s correspondence and the Go Daddy account in question; and would like to present the following information.Upon purchase of services, the registrant acknowledged and...

agreed to the following:• Universal Terms of Service Agreement• Website Builder Service AgreementThe latest version of these agreements and other legal agreements may be found at:www.[redacted].com/[redacted] Our customer purchased GoDaddy’s Website Builder package on January 8 2014. During the process of building their website they encountered unexpected technical issues which our developers worked vigorously to resolve. During this issue the customer’s site continued to resolve as it had been published before the issue occurred.RESOLUTION:We reached our customer by phone regarding this complaint so that we could ensure their website was resolving and functioning in the manner they wished. All hosting providers experience unexpected service interruptions from time-to-time. As a gesture of goodwill we have provided one month of service at no cost to our customer. 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 bringing the complainant’s additional comments to our attention.  GoDaddy sends customers email notification prior to renewal of their domains, after each product renewal and any failed billing issue. An example of a failed billing issue would be when the payment method is rejected by the customer’s financial institution for lack of funds. Account management, including keeping valid and up to date information on file, is a customer responsibility. RESOLUTION: We greatly appreciate the complainant’s business, and have upheld our agreements with the complainant. The Website Builder product was automatically renewed according to the complainant’s account preferences which GoDaddy honored. Previously we refunded $26.97 to the complainant as a gesture of goodwill. As a final gesture of goodwill in this matter we are refunding an additional $26.97 to the complainant.  Thank you for the opportunity to address the complainant’s additional comments.Kindest Regards,[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.

They made NO effort to contact me letting me know the domain was gone BUT Chose to CONTIUNE charging me for a service that could not be used.  They could send me bill confirmation BUT Couldn't let me know the domain expired??? BS that is unethical and ridiculous.  they were charing me for NO service provided.  I EXPECT MY MONEY BACK. 

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.

Mr. [redacted] mentioned twice that privacy registration is "always" prorated to the remaining term of the domain.  The only way anyone would know that is if a representative of GoDaddy explains it during the purchase process.  The representative told me I would be purchasing the product for 1 year terms and the previously attached receipt shows the same.The receipt does not show that I purchased the domains for 1 year terms.  It shows that I purchased Private Registration Services for 1 years terms at the listed price.There is nothing about the service offerings or the resolution that I would consider "in good faith."  I will gladly transfer my domains to another registrar and cease doing business with GoDaddy.You had an opportunity to gain a social advocate for your business by providing $100 worth of product that was promised but not delivered and you squandered it.

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.

The response from the business is insincere.  I did not make this domain purchase on February 1, 2014.  Rather, GoDaddy, AUTOMATICALLY charged my account without my consent.  Since my credit card is on file with GoDaddy, they just charged me automatically.  I called to dispute this many times.  However, I was informed that GoDaddy DOES NOT have the technology in place to refund my money.  This explanation is difficult to accept for obvious reasons.  How can a business NOT have the technology to refund a customer?

Regards,

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.Upon the addition of our Protected Registration services to the specified...

domain name, our customer acknowledged the following agreements:• GoDaddy Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe most recent version of these agreements can be found at the following URL:[redacted]RESOLUTION:   Go Daddy has upheld our agreements with our customer. Our customer has completed the process of removing the Protected Registration service from their domain name and a full refund for the most recent service renewal has been provided.      Our office has connected with our customer via phone to provide clarification of the service they had purchased and any other account assistance that may be required.  Our customer indicated the matter has been resolved to their satisfaction.   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[redacted] Phone[redacted] Fax

Dear Dispute Resolution Consultant,

 

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

 

GoDaddy has upheld its agreements with our customer and honored its terms of...

service.

 

GoDaddy does not tolerate the use of its products for the sending of spam and takes appropriate actions when instances come to our attention.  All domain names our customer has brought to our attention have been suspended once we established that they were indeed engaging in activities against our terms of service.

 

We understand this is a frustrating situation and also appreciate our customer's assumptions regarding the party who is sending them spam and how easy it might appear to identify and stop them. Often spam rings (or gangs) operate internationally, illegally and move across various networks and countries. GoDaddy does not control the party (or spam gang) who may have the customer on a spam list, the location of the list or the party's past or future behavior. We do regularly work with law enforcement and will continue to address any complaints brought to our attention.

 

We also sincerely appreciate our customer's candid feedback about our service levels and will ensure any training opportunities that exist are addressed. If the customer wishes to report spam online with GoDaddy they may do so at this URL https://supportcenter.godaddy.com/AbuseReport/Index

 

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

 

Kind regards,

Dear Dispute Resolution Consultant

Thank you for bringing the customer’s additional comments to our attention.

To clarify our original response, on April 16, 2014, our customer registered a domain name and created an email address for that domain. During a subsequent call with GoDaddy support, it was decided that the original domain was too long and our customer was advised how to cancel it. An account credit was issued for the original domain and used to purchase a new, shorter domain name. Our customer then created a new email address. The domain they associated with the new email address, while similar to the one they registered, was in fact different. Because of this, their new email address did not work. Once our support staff realized the error, it was quickly corrected on behalf of our customer.

GoDaddy sincerely values our customer’s business and has acted in good faith to uphold our agreements with them. Our offer still stands to issue a full refund for any product our customer wishes to cancel. They may contact our office directly for assistance with the cancellation process and to receive their refund.

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

Kindest 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.

All Godaddy needs to do is contact my Credit card company directly.  The transaction is legit and done by me.    The personal information godaddy was trying to get me to submit was way to personal for a $12.00 transaction.   I just want what I paid for , nothing more , nothing less.  

The next problem is that if godaddy retains ownership to the domain name that I developed,  This problem basically will become theft of intellectual property as godaddy did not think of the domain name  but I DID.

Godaddy needs to contact MY CREDIT CARD COMPANY DIRECTLY IF THEY HAVE ANY DOUBTS OF THE PURCHASE.   

This is about a crazy situation I ever experience over a $12.00 transaction.  CRAZY.

Regards,

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer’s concerns to which we would like to present the following.Prior to purchasing products within their GoDaddy account, our customer acknowledged our Universal Terms of...

Service Agreement.  The latest versions of our legal agreements may be found at: [redacted].GoDaddy was notified of two renewal transactions that were being disputed through our customer's financial institution resulting in additional services to be performed by GoDaddy, above and beyond the normal scope of service.  Per our Universal Terms of Service Agreement, the service associated with the disputed transactions was suspended, the disputed amounts were refunded, and applicable administrative fees were imposed to reactivate the service.RESOLUTION:Go Daddy acted in good faith to uphold agreements with our customer. Our office has successfully connected with our customer via phone to discuss this matter.  As a one-time exception, GoDaddy has waived $100.00 in administrative fees incurred due to the chargebacks initiated by our customer's financial institution.  Our customer's service has been unsuspended and is active.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] Phone[redacted] Fax

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

Universal Terms of Service Agreement• Website Builder Service AgreementCopies of the latest version of these agreements may be found at:[redacted]On June 9, 2014, our customer consulted with our Support team, discussing GoDaddy’s Website Builder.  During the conversation, our customer asked if the product was refundable if they were not satisfied.  Our representative stated that if the customer canceled within 48 days, that they could receive a refund.  Our representative further stated that if they canceled beyond that period, they would receive a credit that they could use towards a different service.On November 11, 2014, our customer contacted GoDaddy’s support staff to cancel and request a refund for the Website Builder.  At that time, in accordance with GoDaddy’s terms of service and our Refund Policy, the customer was provided an In-Store Credit for the remaining unused months.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service, providing a refund as both explained during the sales call and described in our Refund Policy.   However, as a gesture of good will, GoDaddy has refunded the $59.94 back to their original payment method.Education:The following GoDaddy Support article describes, in full, GoDaddy’s refund policy:Refund Policy[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]

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 Agreement•         Domain Registration Agreement•         Hosting AgreementThe latest version of these agreements can be found at: [redacted]On June 10, 2008 our customer registered a domain name registration for a one-year term.  This is for the service period ending June 10, 2009.On November 4, 2008 our customer added Protected Registration service to their domain name. One of the features of our premium 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. On December 9, 2009 our customer purchased a Deluxe Hosting plan for a term of twenty-three months.  This is for the period ending November 9, 2011.  Since November 9, 2011 our customer's account preferences instructed GoDaddy to automatically renew their hosting service in question in one-month increments (terms) and GoDaddy has done so in a good faith effort to honor its agreements with the customer.GoDaddy provides customers with full control over the automatic renewal feature. The customer may also, at any time, log into their account and modify this preference.  Account management is a customer responsibility.  On June 12, 2009, per our customer's account preferences, GoDaddy was instructed to automatically renew the customer's domain for a one-year term and did so in a good faith effort to honor its agreements with the customer. This is for the period ending June 12, 2010.GoDaddy sent renewal notices prior to the expiration date on:March 13, 2009April 12, 2009May 27, 2009June 9, 2009On June 15, 2010 our customer renewed their domain name for a one-year term.  This is for the period ending June, 2011.On June 13, 2011 our customer renewed their domain name for a one-year term.  This is for the period ending June, 2012.On June 16, 2012, per our customer's account preferences, GoDaddy was instructed to automatically renew the customer's domain for a one-year term and did so in a good faith effort to honor its agreements with the customer. This is for the period ending June, 2013.GoDaddy sent renewal notices prior to the expiration date on: March 13, 2012April 12, 2012May 27, 2012June 9, 2012On June 12, 2013, per our customer's account preferences, GoDaddy was instructed to automatically renew the customer's domain for another one-year term.  In a good faith effort to honor its agreements with the customer a renewal attempt was made.  However, the customer's financial institution declined payment(s).  GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.GoDaddy sent renewal notices prior to the expiration date on:March 13, 2013April 12, 2013May 12, 2013May 27, 2013 GoDaddy sent post-expiration renewal notices on:June 12, 2013June 16, 2013On June 23, 2013, GoDaddy honored its agreements with our customer and placed their domain in a protected status due to their purchase of our Protected Registration service.  Domains will remain in this protected status for a one-year term, allowing the customer time to recover the domain.  If the domain is not recovered in that time period, the domain will follow the standard life cycle.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  GoDaddy did not deny our customer access to their email.  Our customer had allowed their domain name expire, which ceased all services associated with it, including our customer’s email address where all account notices were sent.When working with our Customer Care staff, the customer was assisted with updating their account preferences and disabling the automatic renewal preference for their hosting plan.  Per our Refund Policy, a refund for the latest monthly renewal was provided to our customer.Education:The following GoDaddy Support articles may be helpful in the future to our customer for managing products and services:What happens after domain names expire? -[redacted]Managing Renewals for Products and Services -[redacted]Canceling Products –[redacted]Refund Policy –[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.Best Regards,[redacted]Office of the CEO[redacted]GoDaddy.com[redacted]###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution ConsultantThank you for the opportunity to shed further light on our customer’s concerns. It appears there is a second issue separate from the customer’s original complaint.After careful consideration and listening to the overall voice of our customer base, GoDaddy added live chat support and discontinued email support. Our research has shown increased customer satisfaction rates as email is not conducive to quick problem resolution. We also offer 24/7 phone support.Since our previous response, our customer contacted our office directly to discuss receiving a refund for a hosting issue they were experiencing. At that time, we informed our customer that in accordance with our refund policies, a refund of in-store credit of the remaining time could be provided should the customer choose to cancel their hosting account.As stated in our original response, GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  We consider this matter closed.Thank you again for the opportunity to bring further clarity to the question presented by our valuable customer.Kindest Regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax----- ----- ----- ----- -----Thanks and please let me know if you have any questions or need me to take additional action.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]GoDaddy.com1[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.

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 Registration Agreement•    GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]On December 31, 2014 the complaint purchased a Managed WordPress account for a 3 month term at a promotional price of $3.00 (USD). On January 24, 2015 the complainant contacted our Customer Care Center requesting a restore of their Managed WordPress account. Prior to contacting our Customer Care Center the complainant had removed the content from their WordPress database and uploaded new tables. These actions have effectively prevented us from restoring their content.  RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy worked vigorously to resolve all of the technical issues our customer was experiencing. Ultimately it is a customer responsibility to maintain independent archival and backup copies of their website or server content;EDUCATION: The complainant might find these GoDaddy articles regarding WordPress useful. Helpful WordPress Articles: [redacted]Backing up and Restoring MySQL or MSSQL Databases:[redacted]Thank 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

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

conducting business with GoDaddy:•    Universal Terms of Service Agreement•    Domain Name Registration Agreement•    Domain Name Proxy AgreementThe latest version of these agreements can be found at: [redacted]On April 24, 2014, the complainant purchased a domain name for a one year term via an online transaction in their customer account.  Our Protected Registration service, which the complainant had added to their domain registration, is the highest level of protection for a domain name that GoDaddy offers.  This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.On May 6, 2015, per the complainant’s account preferences, GoDaddy was instructed to automatically renew the domain and Protected Registration services upon and did so in a Good Faith effort to honor its agreements with the complainant. Account management is a customer responsibility.GoDaddy also sent renewal notices prior to the expiration date on:•    January 24, 2015•    February 23, 2015•    March 25, 2015•    April 9, 2015•    April 19, 2015RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The Protected Registration service the complainant opted into had functioned as advertised, keeping the domain from being canceled.  The complainant has since provided the requested verification information, and the Protected Registration has been canceled and refunded.  If the complainant is able to cancel the domain’s registration within 45 days of automatic renewal, they can contact our Billing Department directly to request a refund.EDUCATION:The complainant may find the following links useful:Canceling Products:[redacted]Managing Renewals for Products and Services:[redacted]

Refund Policy:[redacted]

Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy[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 Agreement* Domain Name Registration Agreement* Domain Name Proxy AgreementThe latest version of these agreements can be found at: [redacted]On May 22, 2003, our customer registered a domain name and added private registration services for a ten-year term. This is for the period ending May 22, 2013.On May 19, 2013, prior to its automatic renewal date, our customer manually renewed the domain name for an additional two-year term. This is for the period ending May 22, 2015.On May 23, 2015, in accordance with our customer’s account renewal preferences, GoDaddy was instructed to renew the domain name for another ten-year term (matching the original term as explained within the Domain Name Registration Agreement) and did so in a good faith effort to honor our agreements.  Account management is a customer responsibility.GoDaddy sent renewal notices prior to the expiration and subsequent renewal on:* February 21, 2015* March 23, 2015* April 22, 2015* May 7, 2015* May 17, 2015On May 25, 2015, our customer contacted our support team and stated they did not wish for the domain to renew for ten years. As GoDaddy is unable to reduce the renewal length, our customer decided to cancel the domain name with associated private registration services to receive a full refund in accordance with our Refund Policy. The domain was canceled and is currently being held by the registry in a redemption status.  To reactivate the domain, a redemption fee and the ten-year registration renewal fee is required.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.On June 8, 2015, our office connected with our customer by phone and provided them with their available options to recover the domain name. As a gesture of good will, an offer to reduce the domain registration renewal fee to GoDaddy’s cost, fully waive the private registration services, and reduce the redemption fee currently being charged by the registry.  This would reduce the cost by approximately $175, allowing the customer to redeem the domain name and private registration for a ten-year term for under $95.GoDaddy will honor this offer until the domain is no longer redeemable (on or around June 26, 2015).Education:Our customer might find the following GoDaddy Support articles useful.Managing Renewals for Products and Services -[redacted]Renewing Your Domain Names -[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Best 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:• Domain Registration Agreement• Universal Terms of Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxGoDaddy makes every attempt to register available domain names for our customers.  As part of this process, we make multiple inquiries via numerous third-party systems, including the domain name registry, to check if a domain is available.  If GoDaddy does not receive a negative response indicating that the domain is not available for registration, we will charge our customers for the registration and submit the request to the registry.  If the request is later rejected, GoDaddy will refund the purchase price in full, in accordance with the Domain Name Registration Agreement and Universal Terms of Service Agreement.On June 12, 2015, the complainant purchased registration requests for the two domain names in question.  At the time of purchase, our system did not receive an immediate rejection, and proceeded with the transaction.  Shortly after, GoDaddy received notification the registration attempts had failed, which appears to be due to missing information provided by the complainant during the registration process. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As the registrations could not be completed for the domain names in question, GoDaddy refunded the transactions in accordance with our Refund Policy and terms of service.  A public WHOIS lookup of the domain names indicate they are currently available for pre-registration.  If desired, the complainant may attempt to register the domain names again.  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.com[redacted]Scottsdale, AZ 85260###-###-#### Phone