GoDaddy.com

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.

As the last response from this company, they sweep it under the rug. Not one call from this company has been received to fix the product. It is classic they are offering refunds when they have cost my company thousands in lost sales. If the Revdex.com won't act on this I am sure the courts will. Godaddy use to be a great company now they are substandard and the reviews on the internet prove they have a major problem. To brush off a customer of 10 years plus shows it's time for the Revdex.com to act with a grade of F on this company until they fix the issues with their product and the lack of customer service.  

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted].They forgot to say that it took Godaddy 6 days to cancel what they could and should have done in 1 hour meanwhile I was unable to transfer my domain name away from this company.Anyway, it's done now.Thanks for your help

Regards,

While I welcome godaddy's action of refunding me the charged amount, I am disappointed to view godaddy's response text and their unwillingness to accept the fact that they did not provide the level of service they promised. I have been using [redacted] operating system for over 20 years and I know how to check how much disk space is left. Like I explained in my original complaint, when the issue happened, I checked the disk space. I used 56G and the available disk space shown was zero. Actually, even godaddy's customer service people acknowledged that the issue was with them and told me that the disk that hosted my virtual server ran out of space, and that was why my virtual server could not get any more disk space although it was entitled to. Please feel free to go listen to the customer service tape. Also, after I was told that the issue was resolved and that I have the disk space now, I used the same command to check disk space and verified that the disk space was indeed made available. So, my command to check disk space was correct. I suggest that godaddy be honest about what happened and accept responsibility. If they don't even accept the fact that their service had an issue, how can we expect them to correct the issue and become a better business? On the ground of being honest about what happened and be responsible to people who will be using this complaint as a reference, I cannot accept Godaddy's response. At this point, since Godaddy has already refunded me the charged amount, all we need from Godaddy is an apology to resolve this issue.  Regards,[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.My account should have been on auto-renewal, which would have prevented this situation. In 2012, the business that originally built the website transferred the domain name into my account, which we believed, and had no reason not to, would work just like our hosting account did, only on an annual basis, rather than monthly. I have received product expiration notices in the past, followed immediately by product renewal notices, so as per the way we have done business with GoDaddy in the past, the fact that they did not renew this was abnormal. I looked back through previous emails, and they indicated that the domain was deactivated in early April, not May 5th as GoDaddy indicates here. Based on the way GoDaddy has chosen to treat this matter, I do not wish to do business with them any longer, only receive a refund for the time I paid for hosting and the domain name was inactive.

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:•    Universal Terms of Service Agreement•    Hosting Agreement The latest version of these agreements can be found at: [redacted]On May 7, 2013, the complainant purchased an Economy tier Linux shared hosting plan for a two year term.  This payment was for the service period ending May 7, 2015.On May 7, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew the hosting service in question for an additional two year term totaling $167.76 and did so in a Good Faith effort to honor its agreements with the customer. Account management is a customer responsibility.GoDaddy sent a renewal notice to the complainant prior to the expiration date on April 27, 2015, that indicated the service would be automatically renewed unless additional actions were taken.The complainant’s account preferences instructed GoDaddy to automatically renew the hosting account in question utilizing the checking account supplied to us. GoDaddy utilizes a third-party check processing company, [redacted] Check Services, Inc. for check transactions. In a transaction such as this, [redacted] will supply the funds to GoDaddy for the services or products rendered, and then in turn collect the funds directly from the complainant.The complainant contacted GoDaddy’s Customer Care Center after the automatic renewal on May 7, 2015, and requested to remove and refund 1 year of availability from the hosting account in question. The requested time was removed, and the complainant was refunded $83.88 to their checking account originally used in the transaction.On May 14, 2015 the complainant contacted GoDaddy’s Customer Care Center again to notify us they had not received the funds in question.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of 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.While GoDaddy has already processed the complainant’s refund on May 7, 2015, [redacted] may hold those funds for up to 10 days. During that time [redacted] determines if they have any outstanding claims to those funds, such as if a sale from a different company that was processed through [redacted] was still owed. If [redacted] finds they have an outstanding claim, all or part of the refund will be applied to what is owed. Otherwise, the funds typically would be released back to the complainant’s financial institution by the 11th day.EDUCATION:If the complainant does not receive the funds by the 11th day after the processed refund, they will need to contact [redacted] directly. We have provided their contact information below for the complainant’s convenience:[redacted]

[redacted]The complainant might also find the following support article helpful in the future for managing their GoDaddy account(s):Managing Renewals for Products and Services[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]

I have already contacted Yelp, as well as [redacted], about correcting my business information on [redacted] directory. Both companies say they cannot do so because it was originally placed there by Get Found. I am paying [redacted] to put the correct information in this directory. When I discontinued Get Found, that should have enabled [redacted] to make the corrections to the Menu on Yelp.
Please give [redacted] the ability to delete the Menu information, or change it to match the Products and Services, so that the information is correct and consistent. Get Found should not be able to control it after I have discontinued that service.

[redacted] ([redacted].com) provided me technical support. [redacted] was the manager who did not wish to speak with me since he assured me something would be done the previous night and it was not. They informed me Monday, Sep. 8, 2014 that, within 24 hours, my website would be switched to a "grid" hosting account because I was experiencing very slow speeds. I called the next night and it was still not done. They said they would do the exact same thing and watch it so I didn't experience any down time. I woke up to a dead site and noone to help. I called for 35 minutes on my way to work and Godaddy wasn't able to fix the problem again. I have spent over 4 hours on the phone with Godaddy and now I have a broken site with paid traffic being sent to it. This is an absolute disaster and our business is in turmoil trying to clean up this mess. I am thoroughly disappointing and wish to never deal with Godaddy ever again. I am disgusted at the lack of concern and the unwillingness to let me speak to a supervisor.

Thank you for your reply in this matter. There clearly is a misunderstanding, as there never was a problem with the login or password. In fact, your staff kept insisting that this was the problem, when no password change was ever required. That was not the problem, thus your staff did not resolve the problem. Even today, I must open a private browser to have access to the email, which is inefficient and inconvenient. Moreover, upon agreeing to the GoDaddy terms and package, email service is included. Given the purchase is for over a decade of service with you, I entrusted my investment with your company, and I expect our agreement to be upheld. I insist that compensation be granted, given the inconvenience and false representation of the facts, as well as the breach in contract.

Attempts to prevent renewal of services and cancel my account have failed after three support contacts, two emails, and following the steps they required. They will not turn off the autorenewal of my account.

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.The company's response is nothing more than a canned message and not acceptance of its failure to honor promotional codes for discounts for current and potential new clients. I will be looking to move my business to a more reputable company who cares more about honoring its promotional discounts than advertising for new clients with cheap rates to hook them into signing up for long term commitments.

Regards,

Here is the GoDaddy policy they refer to -  Please see attached WORD file
 7. SERVICE UPTIME GUARANTEE
We offer a Service uptime guarantee of 99.9% (“Service Uptime Guarantee”) of available time per month. If we fail to maintain this Service Uptime Guarantee in a particular month (as solely determined by us), you may contact us and request a credit of 5% of your monthly hosting fee for that month. The credit may be used only for the purchase of further products and services from us, and is exclusive of any applicable taxes. The Service Uptime Guarantee does not apply to service interruptions caused by: (1) periodic scheduled maintenance or repairs we may undertake from time to time; (2) interruptions caused by you from custom scripting, coding or the installation of third-party applications; (3) outages that do not affect the appearance of your website but merely affect access to your website such as FTP and email; (4) causes beyond our control or that are not reasonably foreseeable; and (5) outages related to the reliability of certain programming environments.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory enough to me.  I have cancelled the plans in the GoDaddy account and I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted] p.s. GoDaddy should really get in control over what their sales chat team tells potential customers.

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. Unfortunately, the complainant has not provided enough information for us to locate an account to investigate this matter.  When we attempted to call the complainant, we received a voice...

message that provided their business hours but we were unable to leave an actual message. As such, we request that the complaint respond with at least one of the following:• GoDaddy account number• Account holder’s name and address• Account holder’s email address on file• The domain name that was renewed• The GoDaddy receipt number for the renewalOnce we have located the complainant’s account, we can thoroughly review the matter and resolve accordingly.Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260

Thank you for the opportunity to address our customer’s additional concerns. As previously stated, the complainant is not the GoDaddy customer/account holder, but is the listed Registrant contact on the domain name in question. They may either work with the parties involved to have the domain name moved to the desired account or visit changeupdate.com as previously directed to have the domain name moved to the desired account. GoDaddy accounts are meant to be single user accounts only and do not allow for there to be a listed “sub account holder”. If an account holder chooses to provide their account credentials to another party for account management purposes, they may do so however, that person would not be considered an account holder. For legal reasons, account specific information is not provided to non-validated non account holders. The complainant was provided with a correct course of action and needs to take the previously provided steps for moving the domain name to the desired account. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[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 additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We stand by our previous response. The Domain Name in question is currently expired and is the in the process of being returned to the registry there are no actions GoDaddy can take at this time.Should the complainant wish to cancel their Personal Website plan that can do so at their convenience. Once they have cancelled their Personal Website Builder plan they can reach out to this office for a refund of the unused portion of that plan. Instructions on cancelling products can be found in the following link: Canceling Productshttps://support.godaddy.com/help/article/7468/canceling-productsThank 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 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,

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 June 23, 2015, our customer purchased an Express Email Marketing...

plan for a 1-year term via online. On June 23, 2016, GoDaddy automatically renewed the service per our customer’s account preferences. An email notice was sent on June 13, 2016 indicating the product will renew. Despite being offered a refund; our customer chose to dispute the charge of $407.76 with their payment provider.  Our customer had multiple websites setup on a Managed [redacted] hosting plan which expired July 2, 2016, and canceled on July 22, 2016 due to non-payment. GoDaddy proactively sent multiple notices to the email on file. We must rely on our customers to maintain valid contact information on their accounts.  On July 22, 2016 our customer contacted support to reinstate the canceled websites.  Hosting restores can be attempted for a fee and are not guaranteed. Customers are responsible to maintain independent backups as per our hosting agreements. RESOLUTION:  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.   As a one-time exception, the restore fee was reduced from $150 to $75 per website. On July 23, 2016, our customer purchased 1-month of a new hosting plan and paid the reduced fees to restore four websites. Restores typically take 7 to 10 days to complete; our technical team expedited and completed the process on July 25, 2016.   GoDaddy does not provide compensation for customer failure to manage their own accounts. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof. Thank you again for the opportunity to address the concerns presented by our customer.  Kindest regards, Gary H[redacted] Office of the CEO - GoDaddy

I have reviewed the response made by Godaddy's representative in reference to complaint ID [redacted]. The company's version of events does not accurately represent the situation and in some ways has nothing to do with the core of my complaint. However, I will confirm they refunded one year's hosting fee. You may close the Revdex.com complaint. However, I do not consider the matter resolved, as I am still exploring legal avenues outside of the Revdex.com's purview. Thank you for your efforts on my behalf.Sincerely,

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

• Domain Registration Agreement

The latest version of these agreements may be found at:

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

GoDaddy has received complaints and supporting evidence that this customer was sending spam from their domain name which is a violation of our user agreements. In order to use GoDaddy products and services, our customers must not only abide by all applicable laws and regulations, which include the Can-Spam Act of 2003 and the Telephone Consumer Protection Act but also GoDaddy's policies.

Our Domain Name Abuse Department has provided the customer with their options to resolve this matter.  GoDaddy also issued a refund for the hosting question in compliance with our Refund Policy.

Resolution:

GoDaddy has upheld its agreements in good faith with the customer and provided options to resolve this matter although they have violated our terms of service.

We encourage our customer to continue to work with our Domain Name Abuse Department to move their services to a new provider.

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

Kindest regards,