GoDaddy.com

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 AgreementThe latest version of these agreements can be found at: [redacted]On March 11, 2015, a Premium Extended Validation (EV) SSL certificate was purchased for a one year term via an online transaction in the customer account in question. Premium EV SSL certificates are used to assure visitors to a website that the organization's legal and physical existence has been verified according to strict industry standards.  As such, our Premium EV SSL certificates require an extensive vetting process which may take up to 30 days to complete, due to the extensive email correspondence that may be required to provide our SSL specialists the necessary identification documents.  RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As all of the necessary documentation to complete the verification process has been provided, we have contacted the complainant directly and verified that the Premium EV SSL certificate in question was issued on April 2, 2015.  This SSL certificate is valid for a one year period from that date.We also 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.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 bringing this matter to our attention. We have reviewed our customer’s correspondence and would like to present the following. Upon purchase of their domain names and dedicates server, our customer acknowledged and accepted...

the following agreements: • Universal Terms of Service Agreement• Hosting Agreement• Domain Name Registration Agreement The latest version of these agreements may be found at: [redacted] When our customer purchased their dedicated server with Go Daddy they agreed that server management, configuration and optimization is a customer responsibility. Our staff has worked diligently to address all concerns that have been brought to our attention in a timely manner.  We understand that our customer may not be in a financial position to grow their server platform, as they have mentioned not being able to afford an upgrade. GoDaddy cannot absorb this cost on the customer’s behalf.  GoDaddy has completely waived $1,440.00 in domain redemption fees for this customer. The customer may wish to evaluate their portfolio to understand the true profitability of their domain investments. GoDaddy will no longer waive redemption fees for this customer. When our customer purchased domains with us they agreed that account management, renewals and redemption fees are a customer responsibility.  Resolution: GoDaddy has in good faith upheld our agreements with the customer, extending gestures of good-will to assist with domain renewals and providing assistance with their server above and beyond our level of our agreed responsibility.  The customer may need to consider hiring a system administrator to assist with any further server issues or future expenditures.  As a final gesture of goodwill are happy to renew the customer’s current server for an addition month at no charge if/when they choose to purchase a new server.  This will prevent them from having to pay for two servers at the same time and allow time for transfer of content from one server to another.  If our customer would like to accept this gesture, they may contact their account representative to coordinate this process. Thank you again for the opportunity to address and bring clarity to the concerns presented by our valuable customer.  Kindest regards,[redacted]

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

conducting business with GoDaddy:• Universal Terms of Service AgreementCopies of the latest version of this agreement may be found at:[redacted]As part of the domain registration process, GoDaddy makes 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 response indicating that the domain is not available for registration we will show the Domain Name as available to purchase as a new registration. In rare instances, false positives occur where a domain that is in fact already registered shows as available for a new purchase registration.  The Domain Names in question are currently registered and have been since October 30, 2010 and December 20, 2006 respectively. These domains are not currently available to purchase as new registrations.  RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. We will ensure our internal domains teams are appraised of the complainant’s feedback to address any improvement opportunities that may exist. EDUCATION:GoDaddy offers many new domain name extensions that the complainant might find suitable for their online endeavors. More information may be found online at https://www.godaddy.com/tlds/gtld.aspx Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest regards,[redacted]

Hello,
Thanks for reaching out to me and allowing me to resubmit my statement, my submission was sent in error originally. I reject the business response.  As a previous customer of GoDaddy I was guided into making several changes after asking questions.  GoDaddy and Web.com they have some sort of policy where you text or call them on the phone and they assist you in making changes to your account whether or not you understand the benefits of the purchases.  They are in the customer service sector and their job is to get you to spend money and offer you more products regardless if you need the services or purchases at that moment.  I am requesting a refund on my remaining balance for the months that I did and do not wish to use. As I was on phone and being coach along no I did not realize the expiration date to my funds in which if I felt as if my goal was not working out I would have cancelled within the given time frame.  Potential customers be aware when doing business over the phone there are so many things being said and as I did had so many things going through my mind that the refund policies get lost in your transactions.  I do not like how I was treated after requesting to end this business relationship and as any unhappy customer would no longer wish to remain in business or associated with the brand GoDaddy.  As the website did work in good faith I do not wish to carry on.

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.The customer acknowledged and agreed to the following agreements upon conducting business with GoDaddy:• GoDaddy Universal Terms of Service• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 18, 2013 our customer contacted our 24/7 Customer Care teams and purchased an Economy cPanel Hosting plan for a one-year term. This is for the period ending December 18, 2014.  During this interaction, GoDaddy support offered to assist with the process of migrating the customer’s website content from their current hosting plan to the new cPanel hosting plan. The customer indicated there was some issues with their website and they would reach out to our support teams when convenient. On December 18, 2014 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.On June 9, 2015 our customer contacted our support teams regarding a technical issue they were having with their website. During this interaction our support teams informed the customer they were not using the aforementioned cPanel hosting plan they had purchased.  The plan was canceled and a refund was provided to our customer for the latest renewal.RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. As a goodwill gesture we have provided the customer with a refund of the original purchase of the hosting plan to the original payment method that was used.We appreciate our customer’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.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]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Thank you for the opportunity to address the additional concerns presented by our customer.We stand by our previous response that the GoDaddy products our customer purchased worked as intended and were cancelled outside of our 30 day refund timeframe therefore the transactions in question are beyond refund eligibility.We also again advise that 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

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 Blogcast Service AgreementThe latest version of these agreements may be found at:http://www.[redacted]From time to time a company must make the difficult decision to cease (End-of-life or EOL) a particular product or service to improve and offer next generation products for customers. GoDaddy stopped selling Quick Blogcast in 2011 and has been notifying customers that we are ending this service. On April 21, we refunded the last remaining month of the customer’s Quick Blogcast. We are also working with our developers on the possibility providing a backup of the customer’s blog posts. The attempt to provide a backup is additional workload for GoDaddy however, we are not charging the customer for this work and cannot guarantee its completeness. Resolution:We welcome our customer to reach out to our office directly to discuss means of providing them with the export of their blog post. We can be reached at[redacted].com or ###-###-####.Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards,[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant Thank you for the opportunity to address andbring clarity to the concerns presented by the complainant. We have reviewedthis matter and would like to present the following. The complainant acknowledged and agreed to...

thefollowing agreements upon conducting business with GoDaddy: • GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Workspace Service Agreement The complainant states that he is experiencingthe same email issues that were addressed 14 months previous. The issue thecomplainant experienced recently are unrelated to the previous issues. Weappreciate the complainant’s candid feedback about our service levels and willensure their concerns are fully reviewed by our customer care managers in aneffort to identify improvement opportunities. GoDaddy strives to offer the bestservice levels in the industry. To our understanding the current issue is nowresolved and our technical support team is the proper team to address toaddress technical concerns.  RESOLUTION: GoDaddy has upheld its agreements in good faithwith the complainant and honored its terms of service. As with all serviceproviders, GoDaddy had unexpected technical issues and worked quickly andvigorously to resolve them and minimize any impact to our customer.  EDUCATION:The following URL may be helpful to the complainantshould they require timely assistance in the future for technicalconcerns.  Contacting GoDaddy Support:[redacted] Thank you again for the opportunity to addressand bring clarity to the concerns presented by the complainant. Kindest regards, [redacted]Office of the CEO - GoDaddy[redacted]

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

Regards,

[redacted] They stated that I was refunded the money for the Get Found Product.  I paid for this service and all of the inquires that I made to them, I have yet a representative state that the product was not vertified or completed.  This Get Found Product has been paid in full for the quarter and yet no one would walk me through completion, when I am constantly calling in and complainting about not being found.  They refunded the product rather than complete the process, Why?  I would conclude that this is an example of the pick and chose whom they would like to promote in their business from their marketing techniques.  This is a nationwide company and to refund $15.00, rather than satisfing the customer request to complete the process speaks volumes.

Dear Dispute Resolution Consultant, Thank you for bringing this matter to our attention. We have reviewed the complainant’s concerns and the GoDaddy account in question to which we would like to present the following. On August 24, 2014 a service in the amount of $3 was...

purchased within a GoDaddy account.  After the purchase the complainant contacted our support department regarding the charge and a fraud review was initiated to investigate the purchase. RESOLUTION:A full refund of $3 has been submitted for the purchase and the account where the charge was processed has been administratively locked. GoDaddy takes its commitment to consumer safety seriously and was happy to help address and bring resolution to this matter.Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest Regards,

[redacted]Office of the CEO

Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at*...

[redacted] On March 18, 2016 at 6:24 AM (PST), a web hosting plan our customer has been utilizing expired.  Per our customer’s account preferences, GoDaddy was instructed to automatically renew the service upon expiration for another 1-year term and did so in a good faith effort to honor its agreements with our customer. An order confirmation was subsequently sent to our customer containing transaction details.On March 18, 2016 at 7:51 PM our customer manually renewed the hosting plan for an additional 2-years via online transaction. A chargeback was initiated by our customer’s financial institution in dispute of the March 18, 2016 automatic renewal.  This chargeback withdrew the payment originally made to GoDaddy. As part of the chargeback process the hosting account in question is suspended and the payment method was blacklisted. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.If our customer's financial institution does not reverse the chargeback, we would be unable to waive the $50 chargeback fee for this transaction.  GoDaddy incurs costs to handle chargebacks, including the cost for our staff to research and address these items, and it is an unfair proposition to ask GoDaddy to incur costs due to the authorized renewal transaction being disputed.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[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 terms and agreements upon conducting business with GoDaddy:* Universal Terms of Service Agreement* Workspace Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn March 4, 2015, the complainant contacted our customer support teams regarding a problem they experienced with their email account. As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to our customer.On March 5, 2015, the complainant contacted our support teams indicating that the resolution to the previous day’s concerns resulted in the complainant receiving duplicates of numerous emails. These duplicates utilized all the disk space available in the complainant’s email inboxes. During this interaction, GoDaddy support teams added extra disk space to the complainant’s affected email addresses as a goodwill gesture to allow the complainant to continue receiving email while also reviewing and deleting the duplicate emails.The complainant is utilizing free email plans that were provided with their domains. While there is no cost to the email plans, there is an expiration date associated with them. Any paid add-ons, such as additional email disk space, expire on the date in question. The complainant was informed of their options prior to the expiration: remove the additional disk space prior to expiration, upgrade to a paid email plan offering more disk space, or pay for the additional disk space in question if they wanted to keep it.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored our terms of service.Contrary to the complainant’s understanding, there was no offer of a free unlimited email plan. The complainant may continue to utilize the aforementioned disk space until expiration. As account management is a customer responsibility, the complainant is responsible for the cost of renewing the added disk space at expiration, may remove that disk space prior to expiration, or they may purchase a new email plan.We also 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.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 ConsultantThank you for bringing our customer's additional comments to our attention.Our customer may view their usage from within their hosting control panel. Usage data displays on the home screen.Regarding our customer’s claim that inode limits are not mentioned in the agreements they accepted, they may wish to view Section 5 of the Hosting agreement, which specifically states:(https://www.godaddy.com/agreements/showdoc.aspx?pageid=HOSTING_SA)“5. PROVISIONS SPECIFIC TO WEB AND WORDPRESS HOSTING Storage and Plan Limits. All Web Hosting and WordPress Hosting plans, including the unlimited plans, are subject to a limit of no more than 250,000 inodes per account for Linux® hosting accounts or 500,000 files and folders per account for Windows® hosting accounts. The plans are also limited to no more than 1,000 tables per database and no more than one gigabyte of storage per database. Any account or database that exceeds these limits may be issued a network violation warning and will be required to reduce the number of inodes, files and folders, tables or gigabytes (as the case may be), or may be temporarily or permanently suspended, in our sole discretion. All Linux hosting plans are subject to the following limitations: no more than a) 25% of one CPU core; b) 512MB of RAM; c) 100 website connections; d) 100 active processes; e) 1 MB/s disk IO. In the event these limitations are exceeded, your site may slow down or not be served until more resources are added. More resources may be added for additional fees.”To provide clarity, (the customer is using Linux) our original response stated that our customer exceeded their file limit due to undeliverable email that was being sent from their website. It seems they understood this to mean that a single email caused the issue they are facing. While this is possible, our research indicates that numerous emails sent from their website created this issue.Should our customer wish to verify the existence of the bounceback emails, they are available for download from their server.Though our customer is not actively using the email service that is included with their hosting, their website appears to be using a default email account that was created when the hosting service was setup. Any bounceback email associated with this email account is stored on the hosting server and is counted towards their inode limit.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Since our original response on November 24, 2014, our customer has not contacted our support staff for assistance in locating these files. Our offer to help still stands but we need our customer’s cooperation. We encourage them to remove these files as doing so would eliminate the usage issue they are experiencing. We also recommend a review of their hosted content, as well as their hosting settings, in an effort to avoid a recurrence of this issue.Education:Working with cPanel's Logs/Metricshttps://support.godaddy.com/help/article/8870Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

I've been having problems company-wide with not being able to see the body of emails, and some email addresses won't show any new emails for the last couple of days. (20 email addresses affected). Nobody on chat help has been able to help me. Everyone tells me it is a connection or device issue, but everyone uses different computers, browsers, virus scan, internet providers, etc. So, I have to call a long distance number to sit on hold for an hour to be told there is nothing wrong with our emails.

This isn't the first time we've had problems. Three of our email addresses were constantly kicked out of email (again, different computers, virus scan, browsers, internet providers, etc). Godaddy denied it was their issue. It magically went away on its own after six (SIX!!!) connections with customer service.

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.

There has not yet been any reference to or resolution of me being charged $10 a  (Go Daddy Deposit) month on 8/4/14, 7/3/14 and 6/3/14.  I tried to find out again today and was told it was a Merchant bill.  I have no idea what this means.  I did not want this and have no idea what it is or what it is for.  I have been on the phone now hold for one and a half hours trying to find someone who can explain this to me (8/21).  If it is a "deposit" then on what?  It is billed directly to my checking account, I paid the bank $31 to stop any further drafts from my account since no one has been able to stop this or explain this to me.  I have received no statement on this billing other than seeing the bill on my bank statement. I would like my money returned to me. 

Regards,

GoDaddy simply reiterated what I already provided as background. The misinformation, lack of response to numerous attempts at customer service, and outright incorrect information was NOT addressed. I need service that is timely and accurate, and reflective of my customership. This was essentially a form response which appears to be a typical lack of personalization and respect for customers. My issues remain.

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.

We stand by our previous response regarding the complainant's GoDaddy account and their Spam Settings. The complainant has been advised that spam filtering for their email is through the use of the SpamAssassin utility. Please also understand that as each customer has unique email, organizing and filtering needs the configuration of SpamAssassin is a customer responsibility.

The complainant may find this SpamAssassin article helpful:

http://docs.cpanel.net/twiki/bin/view/AllDocumentation/CpanelDocs/SpamAssassin⇄ />
We understand that we cannot meet every customer's needs although we strive to do so. Should the complainant desire to cancel their hosting plan and the associated email addresses we will be happy to refund them the time remaining on the plan.

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

Kindest regards,

Office of the CEO

GoDaddy.com

Scottsdale, AZ 85260

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Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted]
On...

September 6, 2015, our customer purchased four individual [redacted]-365 Email Essentials plans for a one-year term. Our customer contacted GoDaddy’s support teams on October 12, 2015, to upgrade one of those plans to the Business Premium plan which also provides them with the full [redacted] Suite of applications to install for use with the email address associated with that particular plan.On October 12, 2016, our customer called in to speak with GoDaddy support teams to discuss the [redacted] apps working with all their [redacted] 365 email addresses. The customer was properly informed the applications can only be used with the email address that is associated to the Business Premium plan as it is the only plan that comes with the [redacted] applications. Support provided a work-around for synchronization issues that may allow the applications to setup, but informed our customer that Microsoft routinely performs audits that can deactivate the licensing for [redacted] applications not on a qualified plan.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
Our customer was provided the correct information regarding our [redacted] 365 offerings and information on the eligibility for a refund. More information on GoDaddy’s Refund Policy can be found at the following link:

If our customer wishes to use [redacted] Applications with all their email addresses, they may upgrade their Email Essentials plans to the Business Premium plans.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Ken C[redacted] 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 Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 19, 2014 the complainant listed the specified domain for sale as a Premium Domain Listing with GoDaddy for $2500.  On October 23, 2014 the domain was also listed via the [redacted] Domain Marketplace for $449.00.  Upon listing the domain on [redacted], an email was sent to the complainant requesting them to authorize their participation in the [redacted] program for their domain listing.  The complainant acknowledged the sale of the domain through [redacted] and the following agreement:GoDaddy Premium Promotion Agreement -https://www.godaddy.com/Agreements/ShowDoc.aspx?pageid=9312&isc=gdbb2745&am...⇄ domain name was sold on November 4, 2014 and removed from the complainant’s account per the selling price and terms they had acknowledged.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The domain name was sold by the complainant for the price they had acknowledged and they have received payment.  There are no additional funds applicable to the transaction.  At all times the complainant was able to manage their domain listings, including the removal of the [redacted] listing within their GoDaddy account; account management is a customer responsibility.The articles below contains information the complainant may find useful when listing Premium Domain Names for sale.Education:[redacted] FAQ –https://support.godaddy.com/help/article/12077/[redacted]-premium-promotion-p...⇄ are Premium Listings –https://support.godaddy.com/help/article/3497/what-are-premium-listingsThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference. I never received any emails they claim to have sent me regarding renewal of the domain, the only email I received was to tell me it was canceled. The irony is now I am receiving emails from them almost daily trying to sell me more domain names .
 They have been nothing but condescending and unwilling to take any accountability for their mistakes . I did not receive any of the renewal emails they claim to have sent . Very dishonest company . Their response was offensive 

Regards,