GoDaddy.com

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

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:

href="https://www.godaddy.com/legal-agreements.aspx">https://www.godaddy.com/...⇄ /> On January 2, 2016 our customer’s hosting plan expired. Per their account preferences, GoDaddy was instructed to not automatically renew the service and honored its agreements with our customer. Account management is a customer responsibility.After expiration, GoDaddy provided 20 days of hosting service without payment prior to cancellation due to non-payment on January 22, 2016. Our customer contacted our support team on January 31, 2016 to request reinstatement.
GoDaddy charges $150 fee per website to restore data on occasions where a customer has not backed up their own content. Hosting restores are not a service GoDaddy offers and are not guaranteed. Restore fees are not punitive; rather, it helps offset expense incurred performing data recovery work. Customers are not obligated to pay a restore fee provided they maintained their own independent backups; a responsibility agreed to upon hosting sites with GoDaddy. As a goodwill gesture, GoDaddy’s support teams reduced the restore fee to $79.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
GoDaddy was unable to restore the customer’s website and the restore fee was refunded in full. Our customer should utilize any backups they may have to restore the site. If they did not maintain backups, our customer may want to visit archival sites such as http://archive.org to determine if any content may be recovered. They may also consider searching their local hard drive for any saved content.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Ken C[redacted]Office of the CEO – GoDaddy

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

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

 

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 Hosting Agreement• GoDaddy Workspace Service AgreementThe latest version of these agreements may be found at: www.godaddy.com/legal-agreements.aspx.On September 24, 2014 the complainant purchased an Unlimited Email plan for a one year term during a call to GoDaddy’s Customer Care Center. On June 29, 2015 the complainant contacted out Customer Care Center and renewed their Unlimited Email Plan and other products for an additional year. The next day the complainant again contacted our Customer Care Center and requested to remove the time that they had added to these products and receive a refund. A refund for all qualifying products was provided and our agent properly advised the complainant that we were unable to remove time from their email plan. The complainant then elected to end the call.The complainant next contacted our Customer Care Center on September 2, 2015 and cancelled their Unlimited Email plan. A refund for the time remaining on the email plan was provided as an in-store credit of $221.76. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception we have provided the complaint with a cash disbursement of the in-store credit issued on September 2, 2015. This disbursement of $221.76 may require 5 to 7 days to reflect with their financial institution.EDUCATION: The complainant might find this article on GoDaddy’s Refund Policy useful.https://support.godaddy.com/help/article/8849/refund-policyThank you for the opportunity to address and bring clarity to the concerns presented by the complainant.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 correspondence and the GoDaddy account in question to which we would like to present the following.

Prior to the purchase of products and...

services our customer acknowledged the following agreements:

• Universal Terms of Service Agreement

• Domain Name Registration Agreement

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

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

GoDaddy has a strict anti-spam policy that our customer agreed to when they agreed to our terms. Our customer was found to be in violation of this policy. Despite GoDaddy's best efforts to resolve this matter, our customer failed to provide documentation supporting that they had permission to send email to the complaining party. GoDaddy has obligations to ensure users of our services are in compliance with anti-spam regulations.

Resolution:

GoDaddy sincerely values our customer's business and has upheld its agreements with them in good faith. GoDaddy will not be issuing a refund as we incurred real costs investigating this matter. Again, GoDaddy has obligations to ensure users of our services are in compliance with anti-spam regulations. ?

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

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Dear Dispute Resolution Consultant,

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

On January 1, 2010, our customer purchased a Website Builder Plan on a yearly basis....

Prior to the purchase our customer acknowledged the following agreements:

• Universal Terms of Service Agreement

• GoDaddy Website Builder Service Agreement

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

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

Per our customer's account preferences, Go Daddy was instructed to automatically renew the Website Builder plan and did so in a Good Faith effort to honor its agreements with the customer. Separate billing notices were sent to the customer for both the domain name and the Website Builder.

RESOLUTION:

GoDaddy upheld its agreements with our customer and acted in good faith.  Go Daddy does not arbitrarily change the automatic renewal setting on the customer's behalf; account management is a customer responsibility.As a gesture of goodwill, we have refunded the remaining $14.97 back to the customer’s payment method.

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

Kindest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

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Go daddy has a policy of automatically putting customers on two year renewal. You get zero notice that your renewal is coming up..you just get the email that you have been charged for the next two year fee. Called the company for help and was told that since I didn't call the day I got the email...which was Christmas Eve...I missed my 5 day grace period.

I find it disturbing that companies are allowed to auto renew with zero notice. I don't remember what I had for breakfast last week let alone the date that my auto renew is going to come up from two years ago.

If you call the company all they do is read you policy....zero attempt to help.

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 Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]On March 13, 2014 the complainant purchased an Economy CPanel Hosting plan for a one year term during an online transaction. March 11, 2015 the complainant contacted our Customer Care Center to discuss why their WordPress based website was not displaying properly.  During the course of this call our agent identified changes to the site related to the complainant’s actions and installation of plug-ins to be the cause of the site’s problems. GoDaddy worked vigorously to resolve all of the technical issues the complainant experienced. Ultimately it is a customer responsibility to maintain independent archival and backup copies of their website or server content and research plug-ins prior to installation and activation on the Word Press Platform.A Hosting Restore was provided to the complainant, however, we have no control over the adverse effects that plug-ins may have on any website or its content. The fee is not a punitive fee but it is one we charge for the restoration attempt 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.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception we have provided the complainant with a refund for cost of their Hosting Restore ($149.99), please allow 5 to 7 days for this to reflect with their financial institution.EDUCATION:The following GoDaddy Support article might be helpful in the future to the complainant for managing products and services: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 sharing our customer's additional concerns.

 

GoDaddy has refunded all products cancelled by the customer. If our customer wishes to receive further refunds they will need to first cancel the active services in question. Once the additional cancellations have been processed we will gladly refund the remaining totals. GoDaddy is in process of communicating with [redacted] to confirm they received. If the customer wishes for GoDaddy to conference call with their bank we would be happy to do so.

 

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

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.

Prior to conducting business with GoDaddy, our customer acknowledged the...

following agreements:  

• Universal Terms of Service Agreement

• Domain Name Registration Agreement

The latest versions of our agreements can be found at the following link:

http://www.godaddy.com/Legal-Agreements.aspx

A domain name registration and associated hosting plan were automatically renewed upon expiration per our customers account preferences.  Automatic renewals are discussed within both agreements referenced above.  

Resolution:

GoDaddy acted in good faith to uphold agreements with our customer to ensure their products were renewed upon expiration in accordance with their account preferences.

Our office has been successful in connecting with our customer via phone.  Following the product cancellations by our customer, we provided a full refund for the latest renewal transactions.  Please allow 5 to 7 business days for the funds to be applied to the associated payment method.

Thank you for the opportunity to address this matter.   

Regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

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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:

·        Universal Terms of Service Agreement

·        Domain Name Registration Agreement

·        Domain Name Proxy Agreement

The most recent version of these agreements can be found at the following URL: https://www.godaddy.com/legal-agreements.aspx

The complainant purchased multiple domains with Protected Registration in February and March of 2012, and has subsequently renewed them annually by instructing GoDaddy via their account preferences. Domains which have Protected Registration cannot be canceled or expire until the Protected Registration service is canceled. 

RESOLUTION:

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

The Protected Registration service functioned as advertised and intended in this case, to keep the domain from being canceled or transferred to another registrar without proof of identification. 

Prior to filing this Revdex.com complaint, the complainant provided the requested documentation and the Protected Registration service has since been canceled.  As a gesture of goodwill, we have refunded the most recent Protected Registration renewals totaling $51.28.

If the complainant has any questions on how their information is handled, we ask they review our Privacy Policy located at the following link:

https://www.godaddy.com/Agreements/Privacy.aspx

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

Kindest Regards,

Office of the CEO – GoDaddy

[redacted]@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.

Mr. [redacted] is incorrect in when we first complained about this account, which was the same day we purchased it.  The hosting account was not immediately active and we were told to wait.  We complained again the day after, well within their "current" refund policy period (according to Mr. [redacted]), and stated the hosting account was not working right.  They said it takes a "few days" to set up.  Each time we called they suggested waiting.  We are programmers.  We have other sites and other clients to work with which is what GoDaddy expects.  So when we came back to it, and it was super slow and still not working correcting, we asked for an immediate refund.  This was one week after we purchased the package.  We were told to give it another week or two.  I could go on but you get the idea.  We were repeatedly told to wait until finally we insisted when it became obvious this was just one big scam.  Look at all the complaints and negative reviews against GoDaddy.  They're lying to their customers, stealing their money, and not providing the services and products they're contracted to provide.  And when someone complains, they relegate their hosting account to an old server that is down more than up, a worthless piece of garbage.

Regards,[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. GoDaddy cannot make promises about the future or events that have not occurred or may never occur. Unexpected technical problems arise for all providers and we cannot ensure they will not occur again at some unforeseen point in time. We strive to keep our customer experience error free.On February 27, 2015 GoDaddy advised the complainant that the seller would be unable to provide them with the Domain Name in question. At that time the transaction was cancelled and the complainant was provided with a refund. GoDaddy does appreciate the complainant’s business and as a onetime exception has provided them with a one year enrollment in our Discount Domain Club at no cost.  Details regarding the Discount Domain Club can be found in the following link: https://support.godaddy.com/help/article/2398/what-is-discount-domain-club?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 Agreement· GoDaddy Website Builder Service AgreementThe latest version of these agreements can be found at: [redacted]On January 7, 2014 and September 19, 2014 the complainant contacted our Customer Care Center to request a refund for the time remaining on a cancelled Website Builder account. The complainant was informed each time that any unused months on a cancelled Website Builder account could only be refunded to In-Store Credit, per GoDaddy’s refund policy.  The complainant has requested a cash disbursement of these In-Store Credits.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception we have provided the complaint with refunds to their original payment method for the current balance of their In-Store Credits.  These disbursement’s total $256.76 and may require 5 to 7 days to reflect at their financial institution.EDUCATION:Future refunds will be provided in line with GoDaddy’s refund policy.  The complainant can review this policy at the following link: [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

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 Agreement

These agreements can be found at: [redacted]

On August 24, 2013 the complainant renewed their domain name for one year. On August 24, 2014 the registration term expired as the agreed term of purchase ended. GoDaddy acted in good faith, upheld its agreements with the complainant and honored its terms of service.  GoDaddy sent multiple notices pre- and post-expiration to the customer.  In addition we attempted to renew the domain per the customer’s settings for automatic renewal but the payment method was declined.

RESOLUTION:

GoDaddy acted in good faith to uphold its agreements with our customer.

We have reached out to the customer via phone and discussed the customer’s responsibility to maintain their account settings.  We’re also including helpful links to help manage the account in the future.

Managing Your Account Information: [redacted]

Managing Payment Methods: [redacted]

We also acted in good faith, waiving the $80 redemption fee for the domain renewal. The customer was happy with this gesture and we consider the matter resolved.

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

Best Regards,

Office of the CEO - GoDaddy

[email protected]

[redacted] Phone

[redacted] Fax

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

Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the complainant’s additional concerns.  We have reviewed this matter and would like to present the following. The complainant was provided with a one year term of Online Bookkeeping during a separate transaction on January 15, 2015 at no cost to them. They may reference their online order history to see this reflected.  The transaction for a refund they have cited was for a one month term of Online Bookkeeping. That refund was processed to Certegy, GoDaddy's third party check processing company. In a transaction such as this, GoDaddy will supply the funds to Certegy who will in turn forward the funds directly to the customer. Should the complainant need to contact Certegy directly, we have provided their contact information below for their convenience: [redacted]U.S. and Canada Customer Care###-###-####[redacted]Accessing Your Order History[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]@GoDaddy.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:•    Universal Terms of Service Agreement•    Hosting Agreement•    Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 25, 2015 the complainant created a new GoDaddy account and subsequently purchased a hosting plan for a one-month term via an online transaction.  On July 27, 2015 the complainant purchased a domain name registration for a one-year term via another online transaction.GoDaddy takes its commitment to consumer protection very seriously. As part of an ongoing effort to protect our customers and credit card holders from unauthorized online purchases, GoDaddy routinely requests payment verification for new purchases.  On July 27, 2015 our Verification Office attempted to connect with the complainant via phone to confirm the purchases were authorized and was unsuccessful. As such, identification associated with each of the payment methods used for the online transactions was requested to reasonably ensure that the owner of the payment methods had authorized the purchases and preserve the integrity of the payment methods.  On July 28, 2015 the complainant contacted our Billing team via phone, canceled the services, and received a full refund.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant chose to cancel their services instead of providing the requested documentation to verify the transactions as legitimate.  GoDaddy has provided a full refund was provided to the complainant on July 28, 2015.  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

Dear Dispute Resolution Consultant

 

Thank you for bringing this matter to our attention.  We have reviewed the complainant's correspondence and the GoDaddy account in question to which we would like to present the following.

 

Prior to purchasing their...

GoDaddy products, our customer acknowledged the following agreements:

·         Universal Terms of Service Agreement

·         Website Builder Service Agreement

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

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

GoDaddy worked vigorously to resolve all of the technical issues the complainant was experiencing. They plan has since expired.

RESOLUTION:

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

As a onetime exception we have provided the complainant with a full refund for the cost Website Builder plan and hope to earn their future business.

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

Sincerest 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:•    Universal Terms of Service Agreement•    Hosting AgreementThe latest version of these agreements can be found at: [redacted]On April 8, 2015 GoDaddy informed the complainant of a DMCA complaint received regarding copyright infringement taking place on the specified website. The complainant was provided 24 hours to comply or become subject to suspension.  This notification was submitted pursuant to the Digital Millennium Copyright Act and GoDaddy’s Copyright Infringement Policy, which can be found here:[redacted]TRADMARK_COPYOn April 13, 2015 it was determined the content infringing had not been completely removed.  As such, in accordance with GoDaddy’s Copyright Infringement Policy and Hosting Agreement, GoDaddy suspended the hosting account until the matter was resolved.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.On April 15, 2015 GoDaddy re-activated the services associated with the website after verifying the infringing material was removed. Any refunds requested by the complainant will only be processed in accordance with our Refund Policy. The complainant may contact our 24/7 Customer Support teams for any aspect of their account, including product refunds and domain transfers.  They are available at [redacted] or by live chat at [redacted]Education:The complainant may find the following support articles useful:Refund Policy -[redacted]Transferring Domain Names to Another Registrar -[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Regards,[redacted]