GoDaddy.com

Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following: Our customer 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 November 26, 2015 our customer renewed a Website Builder plan for a one-month term via online transaction. Our customer then contacted our support teams via Chat and renewed the service for an additional 3-year term. Website Builder is a proprietary, do-it-yourself, template based product to construct a website. On January 16, 2016 our customer requested a refund for the remaining time on the Website Builder plan they had renewed in November, 2015.  In accordance with our Refund Policy; upon cancellation, the remaining time was refunded as In-Store credit, available for future purchases with GoDaddy. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. As a one-time exception, we have reverted our customer’s In-Store Credit to the original payment method.  Our customer may need to allow 5 to 7 days for the funds to be reflected with their financial institution. Moving forward, any further refunds will only be provided in accordance with our Refund Policy. Our customer may find the following article helpful: Refund Policy- https://www.godaddy.com/help/refund-policy-8849 Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, KayJay R[redacted] Office of the CEO – GoDaddy

Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. These agreements can be found at:...

https://www.godaddy.com/legal-agreements.aspxOn March 5, 2014, our customer purchased a domain for a 1-year term, via online transaction.On March 6, 2015, GoDaddy was instructed to automatically renew the domain for an additional one year term per our customer’s account preferences, and did so in a good faith effort to honor its agreements with them. GoDaddy sent renewal notices prior to the expiration date on:• February 3, 2015• February 28, 2015These notices informed our customer their domain would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.On April 15, 2015, our customer contacted our Billing team regarding a transaction within an account other than the one containing the aforementioned domain. The information provided by our customer during this interaction was not sufficient to locate an account associated with the disputed transaction in question.On March 6, 2016, GoDaddy was again instructed to renew the domain for a 1- year term per our customer’s preferences. Renewal notices were sent prior to the expiration date on:• February 4, 2016• February 29, 2016Our customer contacted our Billing team on March 11, 2016 and requested refunds for the two renewal transactions.  RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer received a full refund for the March 6, 2016 transaction.  Per our Refund Policy, GoDaddy is unable to provide a refund for the 2015 transaction. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer 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 February 25, 2015 our customer purchased a domain registration, a Website Builder plan, and an email plan, each for a one-year term via online transaction.  GoDaddy’s Website Builder is a proprietary, do-it-yourself, template based product to construct a website.On February 25, 2016; per our customer’s account preferences, GoDaddy was instructed to their Website Builder and email services upon expiration and did so in a good faith effort to honor its agreements with the customer.  GoDaddy sent a notice prior to the transaction on February 20, 2016.  This notice informed our customer their expiring item would be renewed in accordance with their account preferences unless additional 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.  RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was properly informed the products were beyond the time period to receive the desired refund.  The automatic renewal preference associated with our customer’s services has since been disabled. Our customer may also find the following articles helpful in managing their services:Turn Off Auto Renew-https://www.godaddy.com/help/turn-off-auto-renew-20008Refund Policy-https://www.godaddy.com/help/refund-policy-8849Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[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 complaint and the GoDaddy account in question and would like to present the following.Upon conducting business with GoDaddy, our customer agreed to the following...

agreements:• Universal Terms of Service Agreement• Auctions Membership AgreementThe latest version of these agreements and other legal agreements may be found at:[redacted]The domain name in question was not registered to (or owned) by GoDaddy but was simply listed for sale on our auctions website via a third party through a partner channel.  GoDaddy has no influence over the current registrant and cannot require them to provide the domain to our customer.  GoDaddy was simply an auction venue in this matter. In this specific case, the domain name was no longer owned by the original registrant who listed the domain in the auction services via a third party. This issue is being addressed through our partner channel. RESOLUTION: GoDaddy upheld its agreements in Good Faith and honored its terms of service with our customer. The customer’s transaction has been voided and refunded in full.  If our customer has any remaining questions or concerns regarding this matter, they may contact our office directly or they may wish to open negotiations with the registrant directly with information available via a public WHOIS look-up. Thank you for the opportunity to address and bring clarity to the concerns presented by our valued customer.Best 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 complaint and the GoDaddy account we believe is in question to which we would like to present the following. 

Prior to the...

registration of their domain names our customer agreed to the following:

• Universal Terms of Service Agreement

• Domain Name Registration Agreement

The latest version of our Universal Terms of Service Agreement and other legal agreements may be found in this link:

http://www.godaddy.com/gdshop/agreements.asp

GoDaddy sent proper notifications prior to the domains expiring to the email address on file for the account in question. When our customer registered domains with us they agreed that account management (including domain renewals) are a customer responsibility. Upon entering terms with us they also agreed that the redemption fees would be applied. At a domain's expiration date the registrant's term ends and GoDaddy then incurs real costs to provide our customers a grace period.

Additionally, the customer's account preferences instructed GoDaddy to not renew these domains via our automatic renewal options. GoDaddy honored this request.

RESOLUTION:

GoDaddy acted in good faith and upheld its agreements with the customer.

Our office has attempted to connect with our customer via phone to provide account assistance and has been unsuccessful. When we contacted the number they provided in the complaint we were advised that the number was invalid for the customer. As a onetime courtesy exception we will waive the redemption fees. Please understand that this waiver has real costs to GoDaddy and will not be repeated as GoDaddy cannot incur costs that our customers have agreed to or are responsible for.

The domains are in a time sensitive status therefore we will offer the customer two options.

The customer can renew the domains online and we will refund the redemption fees (they will need to notify us of the payment being received) or they can call us and we will waive the fees via phone. We can be reached Monday – Friday from 7AM – 7PM Arizona time.

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

Sincerest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

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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 have attached a screen shot of my (NOT AUTO RENEW) account settings.  GoDaddy.com makes a false statement when it shifts the blame to me for its renewal.  GoDaddy needs to accept the blame for its error.  To do otherwise is disingenuous and deceitful.Regards,

Dear Dispute Resolution Consultant

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

As stated in our previous response, our customer's recent email marketing campaign was delivered successfully to all of their contacts. Each recipient's email provider accepted the email without rejection. This information is available to our customer via their account with us. Additionally, GoDaddy has no control over how an email provider classifies email sent to their network or if an end user (recipient) has inbox rules setup to filter out specific messages.

Regarding Website Builder’s options for adding images, specifically Photo Galleries, our customer may wish to review the following support article:

Adding Image Slideshows and Photo Galleries with Website Builder v7

http://support.godaddy.com/help/article/8368/adding-image-slideshows-and-photo-g...⇄ />
We are happy to continue to work with our customer to resolve any outstanding concerns and if they cancel the service due to dissatisfaction, we will issue appropriate refunds to them in accordance with our Refund Policy.

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

Kindest regards

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

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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.

The domain name in question has been successfully transferred to our customer's account. We sincerely appreciate our customer's candid feedback and will ensure all service interactions are reviewed by our customer care managers to address

any improvement opportunities that may exist. 

 

Thank you again for the opportunity to address and bring clarity to the concern.

Best regards,

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,[redacted]

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* Domain Name Registration Agreement* Hosting AgreementsThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at [redacted]?Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a Good Faith effort to honor its agreements with the customer. Account management is a customer responsibility.RESOLUTION:Go Daddy acted in good faith to uphold agreements with our customer. Our customer has canceled the domain name and hosting plan in question. A refund for both services has been provided to our customer as a onetime exception. Thank you again 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 the Go Daddy account in question to which we would like to present the following.

 

On February 13, 2014 our customer purchased their Quick Shopping Cart through the GoDaddy website. At the time they agreed to the following agreements.

 

• Universal Terms of Service Agreement

• Go Daddy Quick Shopping Cart Agreement

 

These agreements may be reviewed at [redacted]  

GoDaddy has worked vigorously to resolve all of the technical issues our customer has experienced. We have provided proper information to the customer multiple times in an effort to resolve all outstanding issues. 

 

Our customer has also insisted on receiving nonstandard support that is outside of our agreed terms. We have made a best effort at directing them to proper resolution resources. 

 

RESOLUTION: 

 

Go Daddy has upheld its agreements in good faith with our customer and honored its terms of service. 

 

In the event that our customer wishes to move their shopping cart to another provider we will be happy to provide them with a full refund after they cancel their service. 

 

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

 

Kindest regards,

 

Dispute Resolution Consultant,

Thank you for bringing the customer's additional comments to our attention. We sincerely appreciate the customer’s feedback and apologize for any confusion or inconvenience that occurred. GoDaddy made our best effort at notifying all customers in a reasonable time frame about the changes to our service offering. As the customer used the service and it functioned for them as advertised and expected prior to its retirement, refunds are not applicable.

As stated in our previous response, it is both a customer responsibility and best practice to keep local backups of their site content.  GoDaddy had notified users of [redacted] that the service was being discontinued, what would happen if they did not take action prior to June 25, 2014, and provided options they may have used to move their blog to another platform.  The article below contains additional information which had been provided to our customer.

What is going to happen to my paid [redacted] account? -

https://support.godaddy.com/help/article/9094

GoDaddy has upheld its agreements with the customer and will offer our customer 12-months of a new Starter WordPress account at no cost which they may use to create a new blog.  If our customer desires to continue using the service, they would be responsible for product renewals.  

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

Kindest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

Scottsdale, AZ 85260

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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 Workspace Service AgreementThe latest version of these agreements can be found at: [redacted]On October 17, 2012 the complainant Multiple Domain Names with Protected Registration for a one-year term.  This is for the service period ending October 18, 2013.These Domain Names subsequently renewed on•    October 17, 2013•    October 19, 2013•    October 17, 2014•    October 18, 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.The complaint has requested a refund for the most recent renewal of Domain Names with Protected Registration.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.  The complainant has processed a chargeback with their credit card's issuing institution.  Per our Terms of Service, the associated products have been removed from their account and the applicable funds have been returned to the institution in question.  The complainant’s chargeback and subsequent investigation have effectively tied our hands. There are currently no active products or payment methods remaining in the complainant’s account.EDUCATION: The complainant might find this article on cancelling Protected Registration useful.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]Office of the CEO - GoDaddy[redacted]###-###-#### 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 AgreementThese agreements may be reviewed at [redacted].On December 2, 2014, the customer called our 24/7 customer care team about the website being down but our teams were unable to duplicate the issue. The customer called again on December 12, 2014 regarding the website being down and our customer care advised it was a known issue that our hosting team was working on. 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 customer’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our hosting 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. As a goodwill gesture for the known issue we have added a free one month renewal on the customers hosting plan. Should the customer wish to receive a refund they will need to cancel the hosting plan within 45 days of the renewal processed on November 3, 2014. Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.Thanks,[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 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· Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted]The complainant purchased a domain name in 2010 and at that time we offered a free email address with the purchase of a domain.  This is no longer an offer we provide for domain name registrations.As the complainant has stated, they deleted the free email address and as such, the free credit was removed from the account.  As we no longer offer free email credits for domain name registrations, we are unable to add the credit back to an account.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 and connected directly to discuss their concerns.  As a measure of goodwill we have provided a Personal Email Plan for two years free of charge to the complainant.  We now consider this matter resolved.EDUCATION:The complainant may also find this support article helpful regarding how to back up your email:[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[redacted] Phone[redacted] 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.Prior to conducting business with GoDaddy all customers are required to...

acknowledge and agree to the following agreements:•    GoDaddy Universal Terms of Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant has disputed the ownership of the account in question. Our research indicates multiple parties have been involved in the management of this account and that a dispute arose between the parties. RESOLUTION:GoDaddy takes its commitment to consumer protection very seriously. Furthermore GoDaddy does not arbitrarily change the ownership of accounts; account management and security preferences are a customer responsibility. We consider this to be a dispute between third parties in which we cannot become involved.EDUCATION: In the future the complainant may consider adding Two-Step Authentication to their GoDaddy accounts. Instructions can be found in the following link: https://support.godaddy.com/help/article/7502/enabling-two-step-authenticationTh...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone ###-###-#### Fax

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 AgreementThe latest version of these agreements can be found at: [redacted]Per the complainant’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 complainant. However the complainant's financial institution declined payment(s).  GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant.GoDaddy sent renewal notices prior to the expiration date on: • November 25, 2014• December 25, 2014• January 9, 2015• January 19, 2015 GoDaddy also sent notices after the expiration date on:• January 25, 2015• January 29, 2015• February 5, 2015 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. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Account maintenance is a customer responsibility. GoDaddy did notify the complaint via email after PayPal declined our renewal request for their domain name. EDUCATION: The complainant might find this GoDaddy article on Managing Renewals for Products and Services useful: [redacted]Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards, [redacted]

[redacted] 

[redacted] 

Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following. We stand by our previous response regarding our Refund Policy and the renewal term selected by the complainant. GoDaddy cannot absorb costs for our customers and we have honored our agreed terms of service and policies.  As a onetime exception to our Refund Policy we have provided the complainant with refunds for most recent renewal of their unused Products. These refunds total $173.94.  Please allow 7 to 10 days for these to reflect with their financial institution. Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone ###-###-#### Fax

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 AgreementGoDaddy Domain Registration AgreementGoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]On February 28, 2015 the complainant was provided with a discount code for use with new non Domain Name purchases. They then purchased a Deluxe cPanel Hosting plan for a 5 year term and requested to use this discount on in addition to the promotional pricing they had already been provided with. They subsequently cancelled this Deluxe cPanel Hosting plan and were provided with a refund.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. It is a standard business practice for companies to offer promotions with conditions. The complainants desire to use multiple discounts for a single purchase is not a cost that GoDaddy can absorb.As a onetime exception and in appreciation for their time as a GoDaddy customer we have provided the complainant with a Deluxe cPanel Hosting plan for a one year term.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:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• Domains By Proxy Domain Name Proxy Agreement• GoDaddy Hosting Agreement The latest version of these agreements can be found at: [redacted]On February 3, 2013 the complainant registered the Domain Name in question for a two-year term via an online transaction. This is for the period ending February 3, 2015.Go Daddy offers private registration services as an add-on service for select domain names via an affiliate company, Domains by Proxy. The complainant added this privacy service to the domain name on February 12, 2013 via an online transaction.On February 4, 2015, per the complainant's account preferences, GoDaddy was instructed to automatically renew the Domain Name for a two year term and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent multiple notices pre- and post-renewal to the complainant. These notices indicated the Domain Name in question 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 February 9, 2015 the complainant transferred the Domain Name in question to a Registrar other than GoDaddy.On March 30, 2015 the complainant contacted our Customer Care team to request a refund of their most recent renewal of the Domain Name in question. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The time remaining on the Domain Name in question was transferred with it to the gaining Registrar and is not eligible for refund.As a onetime exception to our Refund Policy, GoDaddy has provided the complainant with a refund for the Domains By Proxy portion of the most recent renewal of the Domain Name in question. Please allow 5-7 days for this to reflect with their financial institution. EDUCATION:The following GoDaddy Support article may be helpful in the future to the complainant for managing products and services:Refund Policy –[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]