GoDaddy.com

Thank you for the opportunity to address the complainant's additional concerns.The GoDaddy products the complainant purchased as an authorized representative for the account holder worked as intended and were cancelled outside of our 30 day refund timeframe.  Therefore, the products are beyond refund eligibility.  Furthermore, we have confirmed that the complainant was made aware of, and agreed to, the refund policy at the time of purchase. Again, if our customer wishes to reactivate these products for the balance of their purchased term we are happy to provide assistance. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,John M[redacted]Office of the CEO - GoDaddy

This is my 3rd domain registration, my first two were through google domains rather than godaddy. Why is it that only godaddy resulted in me getting dozens of spam calls/emails?
Taking a look at the whois data it's easy to see why, while google domains protects sensitive customer information,
Registrant Contact
Name: [redacted]
Organization: [redacted]
Mailing Address: 9[redacted]
Phone: [redacted]
Ext:
Fax:
Fax Ext:
Email:[redacted]
 
Godaddy takes no such precautions.

I am extremely dissatisfied with the level of customer support in the situation that GoDaddy has put me in. Let me start off with saying that I have been a customer for more than 10 years. I recently purchased a Deluxe 2/yr Plesk hosting plan to primarily run some Wordpress sites on. After installing Wordpress I was experiencing serious performance issues. Blank templates had page load times of 5-6 seconds and with very little content added 11-12 seconds. I spoke with tech support and they claimed the load times were faster than what I was seeing, but did verify that there was noticeable slowness, and certainly slower than it should be. They recommended I move to a Linux/cPanel plan, so I had to go through the inconvenience of purchasing a second plan and manually migrating my sites and data over to test. The performance was noticeably better on Linux (still not as fast as I'd like or they advertise) so it was worth it to stick with Linux over [redacted]. With that said, I had to sit on the phone with support a second time to get the first [redacted] plan refunded. First of all, I asked for the refund and rather than refund back to my credit card, they only issued a store credit. Second, I owed the amount for the free domain I got with the account. Even though I purchased a second account, at no fault of my own, they could not "transfer" the free domain over to my replacement account, nor could they issue any kind of credit for this. So I was stuck paying for the domain. Additionally, they acted as if they were doing me a huge favor by "allowing" me to use the credit for the first account to extend the second account further at the discount pricing available on the initial purchase. This is in no way a reprieve for my inconvenience and merely a way to upsell/convince me into purchasing additional years upfront at my benefit. If I had wanted more than 2 years upfront, I could have done that myself during my initial purchase. I asked to speak to the customer reps supervisor and he was pushy to end the call and stated that he went out of his way to help me because “I seemed cool" but that there was absolutely nothing else he could do. So long story short, I wasted several hours with support to figure out that the [redacted] hosting plan has terrible performance issues with Wordpress, only to have to waste time purchasing a new Linux plan, migrating everything, testing, and then spending more time trying to get a refund on the [redacted] plan. Terrible, terrible, customer service. Thanks for listening, [redacted]

GoDaddy should be investigated. I am locked into a contract with them for web hosting, of which I have been robbed of for the last few months when I tried to make a change to my web hosting preferences and everything went down because they failed to copy my content over to the proper server. So I have been paying them for a service that they continuously failed to provide. When I called them to remedy the situation, I spent an hour on the phone with several different people who, at the end of my ordeal, insisted that everything was fixed and they were sorry for the inconvenience. Well, things are not fixed, I now cannot access personal files that I need and customer service is non-responsive. DO NOT use GoDaddy.

shared hosting. hit a memory, cpu, I/O type limit and they kill the site. vs throttling you. at limit. went to VPS (virtial private server) and more issues just trying to get things setup. and now they will not refund to credit card. but give store credit. so now my money is tied up.

In the last week Troy was assisting me with the transfer of a domain name. I asked about cost for hosting word press sites. He said there were 2 levels - basic and a support side ($130/ year) where I could get tech support . I asked him if they would be able to assist with plug ins and help me get all 3 sites of mine the dame and change the plugs in. I was pretty clear of my requests. Over the next few days I was trying to get the domain name transferred and discussed the word press hosting goals with 2 other individuals. One woman yesterday tried to get me to extend to 2 years None had said whats I was expecting could not be done. Last evening Luke and a supervisor Rick, told me I would now have to pay $30 for a consultation to accomplish this. I explained in detail the miss communication and the message was clear. I had no recourse and if I wanted help I needed to pay for it and they were not responsible for giving me incorrect information.

Today I talked to Daniel in cust development and he said the same and would not pass me up to a supervisor. They are not willing to review calls and to stand behind what their cust svc agents say or do. Each pif these supervisors were told I would transfer all my accounts from GoDaddy and they didn't seem concerned

It was not our choice to leave GoDaddy after countless wasted hours with your several of your tech support people we were finally told that your excuse for your systems not working was that we had Apple computers. Your company is impossible to reach for support. Your technicians are badly trained. Your general arrogance is mind boggling. And finally your promised money back offer turning out to be a credit for services when we are leaving GoDaddy is a scam. You can keep your credit. We have opted to put GoDaddy into the stockade of public opinion via youtube, blog, email, and negative reviews every chance the people in our company have. Thanks for 5 years of excuses, spotty service, and poor business ethics. This was just practice for what we intend to say about your company in the future. You rank in the lower satisfaction ratings online and we now know why.

I set my domains to NOT autorenew. Even didn't update my credit card information. I get a Failed Billing Notice for the domains that I set NOT to autorenew (they are attempting to renew without my permission). I submit a ticket, no response.

THEN..

They manage to bill me by calling my bank to get my updated credit card info. I didn't even know the bank is allowed to do that! And yup, they billed me for domains I didn't even want anymore.

They steal from you, plain and simple.

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

• Workspace Service Agreement

 

The latest version of these agreements may be found at:

 

Per our customer's account preferences, GoDaddy was instructed to automatically renew the customer's services and did so in a good-faith effort to honor its agreements with the customer.  GoDaddy provides customers with full control over the automatic renewal feature at the time of purchase. The customer may also, at any time, log into their account and modify this preference for each of their products and services.   Account management is a customer responsibility.  

 

It appears that while the customer disabled automatic renewal for their website and domain, they left automatic renewal enabled for their email and calendar.

 

On June 12, 2014, our customer called our Billing Department and had their services canceled and refunded in full.  GoDaddy issues refunds at the time of receipt.  While the expected time for a refund to be credited back to a customer’s account is 5 to 7 days, each banking institution has their own policies and practices on when they apply the refund credit.

 

Resolution:

 

GoDaddy has upheld its agreements in good faith with the customer; we rely on our customers to update their account settings per their intentions.  At this time, our customer has no further services within the account in question and will no longer be charged for additional services.

 

We recommend that they contact their financial institution to inquire on when they will be credited for their refund.

 

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

Kindest regards,

 

Office of the CEO - GoDaddy

[redacted] 

[redacted] Phone

[redacted] Fax

[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,[redacted]

Dear Dispute Resolution ConsultantThank you for bringing this matter to our attention. We have reviewed our customer's complaint and the GoDaddy account we believe is in question to which we would like to present the following.Prior to the purchase of the hosting via an online...

transaction, our customer agreed to the following:• Universal Terms of Service Agreement• Hosting AgreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found in this link: [redacted]Go Daddy, like all providers, experiences unexpected, temporary technical issues from time-to-time. GoDaddy worked vigorously to resolve all of the technical issues our customer was experiencing.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. RESOLUTION:  GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The technical issues which our customer had experienced were addressed in a timely manner and has since been resolved.  As a good will gesture, we have added 3 additional months to the customers shared hosting plan at no cost.Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards,[redacted]Office of the CEO[redacted]

Dear Dispute Resolution Consultant,We are unable to determine if this complainant is a GoDaddy customer as we are unable to locate an account with the provided information.  We have attempted to contact the complainant multiple times without success. Without being able to...

identify a customer account, we are not able to fully understand the issues at hand or properly investigate the matter further to provide resolution or clarity. If the complainant can provide us with account specific details we will gladly investigate their concerns as they relate to their specific purchased services. Thank you in advance and we look forward to assisting with this matter.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 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 Agreement

The latest version of these agreements may be viewed at https://www.godaddy.com/legal-agreements.aspx.

GoDaddy is required by the .JP registry to renew .JP domains renew prior to the expiration date.

GoDaddy was instructed to not automatically renew the customer's domain and did so in a Good Faith effort to honor its agreements with the customer. Account management is a customer responsibility.

RESOLUTION:

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

Our office connected with the customer prior to this complaint. As a gesture of goodwill, we waived the $99 renewal fee after the customer paid the redemption fee to renew the domain. We consider this matter resolved.

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

Kind regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

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.

I still have no refund.  How much longer would you like me to wait?

 

Regards,

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

• Quick Shopping Cart Agreement

 

The latest version of these agreements may be found at:

http://www.godaddy.com/legal-agreements.aspx

 

On September 7th, the [redacted] ([redacted]) updated their Rate Calculator API which provides shipping rates to GoDaddy’s Quick Shopping Cart (QSC).  There was an error that was affecting [redacted] rates.  GoDaddy subsequently added the following System Announcement within the [redacted] dashboard stating, 

“Attention [redacted] Users:  

Effective September 7th, 2014, the U[redacted] ([redacted]) has updated rates for various services and package types. You can find more information on current rates by navigating to [redacted]/ and examining any one of the price information data sheets located under the heading 'September 2014 Price Change Information.'

We have noticed that rates returned for [redacted] have been significantly impacted by this update and you may want to disable [redacted] as a shipping option to avoid under-charging for shipping.

For any questions regarding these rate changes, please contact [redacted] directly." 

GoDaddy also notified the [redacted] who resolved their issue on September 12, 2014.

 

Resolution:

 

GoDaddy has upheld its agreements in good faith with the customer and the errors with the [redacted] shipping rates were outside of our control.  As GoDaddy’s QSC offers our customer’s various shipping options, it is up to our customers to decide which is best for their needs, modifying them as necessary.

 

However, as a gesture of good will towards our customer, we have added three additional months of service to their Quick Shopping Cart ($150 value).

 

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

Kindest regards, 

 

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

Scottsdale, AZ 85260 

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

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 The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On February 1, 2010 the complainant purchased their domain name for a one year term along with our Protected Registration service.  One of the features of Protected Registration is that it will continue renew the domain name until the service is canceled.  The domain name was subsequently renewed on the following five occasions. The five occasions reflect both automatic renewals and manual renewals. The manual renewals were direct actions by the complainant, the automatic renewals were instances of GoDaddy honoring its agreements with the customer.  • January 20, 2011• December 8, 2011 • January 1, 2013• February 13, 2014 • February 2, 2015One 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.
We have provided the proper information to the complainant on multiple occasions regarding the documentation that is required to cancel Protected Registration.
RESOLUTION:
GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.
Account management is a customer responsibility. If the complainant completes the cancellation of the Protected Registration Service in the next 30 days (May 11, 2015), we will refund as requested.
EDUCATION:
The complainant might find the following articles helpful:
Canceling Protected Registrationhttps://support.godaddy.com/help/article/1292/canceling-protected-re...⇄ /> GoDaddy Refund Policyhttps://support.godaddy.com/help/article/8849/refund-policy
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 Phone: ###-###-#### Fax: ###-###-####

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 agreement upon...

conducting business with GoDaddy:• Universal Terms of Service AgreementThe latest version of this agreement can be found at: h[redacted]On June 28, 2013, our customer purchased a premium hosting product which included a free SSL certificate for a one-year term.On May 28, 2014, per the above agreement and in accordance with our customer’s account preferences, the certificate renewed automatically for another one-year term. As the customer made no changes to their account preferences, the certificate repeated this renewal process for another one-year term on May 28, 2015. Our customers are able to manage the renewal preferences for products and services; account management is a customer responsibility.On May 28, 2015, our customer disabled the automatic renewal preference for their certificate and other services and contacted our Social Media team via [redacted] This team subsequently canceled the unwanted certificate and refunded the most recent certificate renewal per our Refund Policy.Resolution:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a gesture of goodwill and one-time exception to our refund policy, GoDaddy has issued an in-store credit for the May 28, 2014 renewal transaction. This credit will not expire and may be used for future purchases within the customer’s account.Education:Our customer might find the following GoDaddy support articles helpful in the future for managing their GoDaddy account:Refund Policy[redacted]Managing Renewals for Products and Services[redacted]Viewing Your In-Store Credit[redacted]Applying In-Store Credits to Purchases[redacted]Canceling Products[redacted]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]

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. Contrary to the complainant’s understanding, a Request to Cancel Protected Registration for the domain in question was not filed with GoDaddy until September 15, 2015. No previous requests to cancel Protected Registration for this domain exist in our system. In response to the complainant’s request filed on September 15, 2015, our Domain Services team informed the complainant via email that GoDaddy would require the supporting identification information required to cancel this service. The complainant has not provided this information. On September 30, 2015, the complainant’s financial institution issued a chargeback, disputing the transaction for the domain and Protected Registration service in question. This chargeback removed the funds from GoDaddy paid for the domain registration and Protected Registration renewal. Due to this, the domain name in question was removed from the account, per our terms of service, and the funds in question have been returned to the payment method in question. As these funds have been removed from GoDaddy, the complainant would need to contact their financial institution regarding the status of these funds. GoDaddy has not processed any further charges related to this domain.Our office has attempted to contact the complainant directly to clarify any concerns but have not received a response. If the complainant believes they were charged on multiple occasions for the domain and Protected Registration renewal, they are welcome to provide us a recent bank statement showing these charges so that we may further research these concerns. The complainant can redact any sensitive information, such as account numbers, etc.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260

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

agreements can be found at https://www.godaddy.com/legal-agreements.aspxOn December 24, 2015 our customer contacted GoDaddy’s customer care following cancellation of multiple hosting plans due to non-payment. After each expiration, GoDaddy notified our customer of the expired services and provided 10 days of service at no cost. GoDaddy then provided an additional 10 days of service in suspended status prior to cancellation due to non-payment. In total, GoDaddy provided 20 days of service to each expired hosting plan without payment prior to cancellation. Our customer was under no obligation to pay a restore fee to recover their site(s), provided they maintained independent backups of their sites.  Hosting restores are not a service GoDaddy regularly offers, rather one that GoDaddy may provide in rare occasions when a customer has not backed up their own content.  Content restore attempts are not guaranteed; Account management, including data backups, are a customer responsibility.RESOLUTION:GoDaddy upheld its agreements in good faith and honored its terms of service.  The restore fee charged is not punitive, rather it helps to offset the expense incurred performing data recovery work. As a goodwill gesture, this fee was reduced from $150 per hosting account to $80 total.It is best practice that customers maintain independent backups of their site data, a responsibility they agree to upon hosting sites with GoDaddy.Our customer may find the following article useful:Back Up Your Website:https://www.godaddy.com/help/back-up-your-website-8480Thank you again for the opportunity to address the concerns presented by our customer.Regards,Ken C[redacted]Office of the CEO – GoDaddy

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

https://www.godaddy.com/legal-agreements.aspx On January 16, 2016, GoDaddy was instructed to automatically renew the complainant’s hosting account per their account preferences and did so to honor its agreements with the complainant. Account management is a customer responsibility. RESOLUTION: GoDaddy upheld its agreements in good faith with the complainant and honored its terms of service. Per our Refund Policy, the complainant may cancel the hosting account within 45 days of renewal to receive a full refund for the latest renewal transaction. Once canceled, the complainant may contact us directly at [email protected] to request this refund. Additionally, we appreciate the complainant’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.  The complainant may find the following articles helpful: Refund Policy-https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=...⇄ Products-https://www.godaddy.com/help/cancel-products-in-your-godaddy-account-74...⇄ you again for the opportunity to address the concerns presented by the complainant. Regards, Mike L[redacted]Office of the CEO - GoDaddy