GoDaddy.com

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 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 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 Marketing Applications AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn February 6, 2015 during a call with our Customer Care Center the complainant purchased GoDaddy’s Get Found service at a cost of $89.91 for a one year term. On March 28, 2015 an additional month was added to the complainant’s Get Found plan at no cost.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The GoDaddy products the complainant purchased are working as expected, furthermore their website is listed in major search engines such as [redacted], [redacted] and [redacted]. They can see this online by simply visiting [redacted], [redacted] or [redacted] and searching for “[redacted]” removing the quotation marks and replacing exampledomain.com with their actual domain. [redacted], [redacted] and [redacted] have all indexed multiple pages for the complainant’s site. Indexing (listing, linking to) the complainant’s website is established by this inspection.Should the complainant desire to cancel their Get Found service we will be happy to provide a refund for the time remaining on the service as an In-store credit in accordance with our policies. EDUCATION: The following GoDaddy Support articles may be helpful in the future to the complainant for managing their GoDaddy products and services:Getting Started with Get Foundhttps://support.godaddy.com/help/article/8974/getting-started-with-get-foun...⇄ Productshttps://support.godaddy.com/help/article/7468/canceling-productsRefund Policy https://support.godaddy.com/help/article/8849/refund-policyThank 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]@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, 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 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

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

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 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 the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn August 26, 2013, our customer created their account and purchased via an online transaction a domain name registration for a two-year term.  This was for a service period ending August 26, 2015.  On August 27, 2015, 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.  GoDaddy sent renewal notices prior to the expiration date on:• July 27, 2015 at 8:06 a.m. MST (30-day notice)• August 21, 2015 at 5:43 a.m. MST (5-day notice)• August 27, 2015 at 7:57 a.m. MST (Renewal receipt)These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was taken.  As no action was taken, GoDaddy automatically renewed our customer’s domain name for a two-year term.  This is for a period ending August 26, 2017.GoDaddy provides customers with full control over the automatic renewal feature.  Customers may manage this preference at any time within their GoDaddy account.  Account management is a customer responsibility.  On September 5, 2015 (10 days after renewal), our customer logged into their account and turned automatic renewal off for their domain name registration.  They then contacted GoDaddy’s customer care team to request a refund.  Per our Refund Policy, certain domain names (our customer’s included) that automatically renew for a multi-year term are only eligible for a refund if they are canceled within 5 days of their expiration date.  As such, our customer’s request for a refund was declined.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  As GoDaddy is unable to receive a refund for the unused time on our customer’s domain name registration we are unable to refund our customer.  As our customer has disabled the renewal preference on the domain name in question, GoDaddy will continue to honor its agreements and not attempt to renew the service upon expiration.EDUCATION:Our customer may find the following GoDaddy Help articles useful:Refund Policyhttps://support.godaddy.com/help/article/8849/refund-policyManaging Renewals for Products and Serviceshttps://www.godaddy.com/help/managing-renewals-for-products-and-services...⇄ friendly and knowledgeable customer care team is standing by to help our customers and can be reached at +1 480-505-8877 or by visiting https://www.godaddy.com/help for live chat, help articles, and more.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 - GoDaddy[redacted]Scottsdale, AZ 85260

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.Renewal emails did not clearly call out the terms of refunds for my specific domain. Instead, they give generic text and a link to their lengthy lawyer-speak terms. Their true terms for the refund (after 5 days only the privacy portion can be refunded) are deeply hidden in their website and in their lawyer-speak. Also such terms are unusual in the course of general commerce, thus raising the expectation that such terms are clearly and simply communicated and not hidden inside walls of generic text.I believe that GoDaddy has not made a good-faith effort to clearly communicate the terms of the specific domains for which a refund is sought.

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.
GoDaddy takes customer security and our commitment to

preventing fraud...

very seriously.  If there are uncertainties with

transactions made, these transactions may be flagged for review by our

Verification Office.  A request for

proper, legible credentials from the account holder would be requested to verify

the transaction as legitimate. Our goal is to reasonably ensure that the owner

of the payment method has authorized the transaction(s). According to a public WHOIS lookup, the domain name in

question has been registered through GoDaddy, and is utilizing private

registration services.  The complainant

may use any available information from the WHOIS search

to contact the registrant of the domain should they wish to attempt to acquire

it.
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 - [email protected][redacted]

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

On May 9, 2015 our customer purchased a domain name for two years and a Website Builder plan for one year via online transaction. On May 9, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the Website Builder in question upon expiration and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent a renewal notification for the Website Builder plan prior to the expiration date on April 29, 2016.  This notice informed our customer their expiring item would be renewed in accordance with their account settings unless additional action was taken.  A renewal confirmation email was also sent on May 9, 2016. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our Billing team was not contacted until June 10, 2016, at which time the Website Builder renewal was outside of GoDaddy's refund policy.  A chargeback has been initiated against the product in question, withdrawing the funds paid to GoDaddy, and we are unable to consider providing any goodwill gestures or refunds at this time.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri 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 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 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 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 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 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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###-###-#### 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.

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,

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

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]