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[redacted] Office Terms of Use* Workspace Service agreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at http://www.godaddy.com/legal-agreements.aspx?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.GoDaddy's technical support staff worked diligently and vigorously to resolve all technical issues the customer experienced on multiple occasions. ?On January 4, 2014 our customer was informed the migration from Web Based Email to Office 365 had been complete. We received no response, but a request to return to Web Based Email was made on January 14, 2014. Our customer has been repeatedly informed that only one plan or the other could be used, not both at the same time, however Web Based Email was not canceled and the instructions we have provided to the customer in a effort to assist have not been followed.RESOLUTION:GoDaddy has upheld its agreements in good faith, honoring its terms of service. As it is clear our customer is having trouble utilizing the Office 365 and seems to prefer the Web Based Email, we would be happy to issue a refund for the remaining one year of service on the Office 365 plan once our customer has canceled that plan. This will also be offered if our customer chooses to maintain the Office 365 plan and cancel the Web Based Email plan.EDUCATION:For future reference, if our customer would like to continue with the Office 365, they may find the training videos found at the link below helpful.Office 365 Training Videoshttps://support.godaddy.com/help/article/8984/office-365-training-videos?I...⇄ our customer needs information on canceling a product or service, that information can be found at the link below.Canceling Productshttps://support.godaddy.com/help/article/7468/canceling-productsKindest 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 • GoDaddy Domain Name Registration Agreement• Domains By Proxy Domain Name Proxy AgreementThe latest version of these agreements may be found at: [redacted]On March 13, 2015 the complainant purchased the Domain Name in question along with the Domains BY Proxy service during an online transaction for a one year term. Later that day as part of an ongoing effort to protect our customers and credit card holders from unauthorized online purchases, GoDaddy administratively locked the Domain Name in question. GoDaddy routinely requests payment verification of selected transactions.  In conjunction with our Universal Terms of Service Agreement, the complainant was requested to provide a copy of the payment method account holder’s government-issued photo identification, such as a driver’s license or passport.  They were also informed that if we do not receive the requested documentation that that order may be canceled. This notification was sent to the complainant on March 13, 2015 with a requested response within a 48 hour timeframe.Our Verification Office received the required documentation to validate the order on March 14, 2015. At that time GoDaddy removed the administrative lock.On March 17, 2014 the complainant cancelled the Domain Name in question and has requested a refund. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. We have processed the requested refund, please allow 5 to 7 days for this to reflect with their financial institution.EDUCATION:The complainant might find this article on GoDaddy’s Refund Policy useful.[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant..Best regards,[redacted]Office of the CEO[redacted]

[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 AgreementDomain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant purchased 7 generic Top Level Domains (gTLDs) each for a one year term via an online purchase in their account on April 4, 2015.  This purchase qualified for a bulk discount, which provided the complainant with a discounted registration price for 6 of the 7 domains.  This discount is provided off of the annual retail price of the domain's registration.  The complainant then also attempted to utilize a discount code on the purchase.  This code would not have applied, as GoDaddy's shopping cart will not stack multiple discounts for the same transaction. GoDaddy provides promotional offers to our customers in regards to the purchase of new products and the renewals of existing ones.  These offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question. We will honor any valid promotional offers that our customers receive from GoDaddy.  The offer must be entered prior to completing the transaction.  Furthermore, GoDaddy has no control over any third party websites offering discount codes that may have already expired. If a valid offer is utilized, our cart will adjust the price accordingly.Resolution:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.  GoDaddy has a limited timeframe in which to recover funds paid to acquire a domain name on a customer’s behalf.  If the complainant wishes to cancel the domain names in question to receive a refund, they must do so with 120 hours of registration.  If canceled, the complainant is effectively giving up their registration of the domain, and the domain would be returned to the domain registry.  The domain could be placed again for public registration, however this time frame is at the discretion of the domain registry in question.EDUCATION:The complainant might find this article on GoDaddy’s Refund Policy useful.Refund 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.Regards,[redacted]Office of the CEO – GoDaddy[redacted]@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.
I originally paid for the services with a prepaid debit card; I discarded the card a month ago. I contacted a prepaid customer services company to get questions about receiving my refund and was notified that if I didn't have the prepaid card; I would have to request a refund directly from the company because they have no way of looking into the issue. Furthermore, the rep from Godaddy that help assist my in selecting the services told me that If I needed to cancel there would not be a problem to do so. The rep never stated, explained, or mention anything stating that if I changed my mind about the services a few days later I would have to pay for services used. I find it interesting that no one tried to contact me to setup or transfer anything until I decided to cancel; truly I wasn't even aware services were being billed because there was still information that needed to be uploaded to Godaddy. The rep for Godaddy was more concern with collecting my money than providing good customer service.  I am requesting that the company cancel any refund that they supposedly refunded to a discarded card; and mail me my refund by check.
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.  Upon purchase of services, our customer acknowledged and accepted the following agreements:  • Universal Terms of Service Agreement • Hosting Agreement  The latest version of these agreements may be found at: http://www.godaddy.com/legal-agreements.aspx  In review of our customer’s account and the websites referenced within this complaint, the issue is related to the customer’s website coding, not the functionality of the GoDaddy hosting platform.   Our customer was advised to review their code as we do not offer support for custom coding.   While the customer’s website code may work on their local machine, custom code may behave differently when uploaded to a web hosting server as they are configured differently than local computers.  RESOLUTION:  GoDaddy has upheld its agreements in good faith with the customer.  GoDaddy has worked vigorously to resolve all of the technical issues our customer was experiencing within our scope of support and determined the issue is with our customer’s website code.  The customer may consider seeking help from an knowledgeable web developer to resolve their concerns that are outside of GoDaddy's scope of support. GoDaddy cannot provide compensation in this matter or absorb any related costs of hiring an independent web developer.  EDUCATION:  GoDaddy's Statement of Support:  https://support.godaddy.com/help/article/9522/godaddy-statement-of-support  Thank you again for the opportunity to address the concerns presented by our valuable customer.  Kindest regards,  [redacted] Office of the CEO - GoDaddy [redacted]@GoDaddy.com [redacted] Scottsdale, AZ 85260 ###-###-#### Phone

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 Transfer Agreement• Domain Name Registration Agreement• Domain Name Proxy Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn March 21, 2015, our customer purchased a domain name transfer and also registered a new domain name for a one-year term via online transaction.  Domain name transfers allow a registrant to move the registration of an existing domain name from one registrar to another. During the transfer purchase, our clients can opt to allow the domain name to continue to point at its existing hosting service provider, or can choose to allow the domain name to be redirected to GoDaddy’s parked nameservers. A parked domain name is one where visitors will see a temporary Web page when they enter the domain(s) in question into a browser. Domain parking typically indicates users are reserving the domain until they create a website, find a hosting provider, or sell the domain.On April 7, 2015, the domain name in question successfully completed the transfer from its previous registrar to GoDaddy. The domain name also remained pointed to its third-party hosting service provider per the transfer instructions our customer had chosen. Our customer was advised of this when contacting GoDaddy’s customer care team on August 10, 2015 and was also provided steps to resolve.Our customer has also mentioned concerns regarding emails received from an unknown company. These emails are not generated by GoDaddy, and our customer was properly advised of this when contacting our customer care team on July 6, 2015.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.The domain name registration in question successfully completed the transfer process. It is our customer's responsibility to appropriately manage the domain name, including where it is directed.  EDUCATION: Our customer may find the following information from our Help Center useful: Parking Your Domain Name: https://www.godaddy.com/help/parking-your-domain-name-338 Manage DNS for Your Domain Names: https://www.godaddy.com/help/manage-dns-for-your-domain-names-680Thank 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]Scottsdale, AZ 85260

The main point has once again been missed in the reaponse. GoDaddy is indeed in breach of their own terms and conditions because they DID NOT charge the card associated with the account as they claim. They charged a card that was deleted from the account on July 12, 2015. This is the single most important point of the complaint. They have acknowledged that my account was on auto renew for the domain in question, yet they DID NOT charge my card on file. As far as the 'opting out' of the call list, I'm unfamiliar with this setting and can only assume the default is 'do not call'.

I'm rejecting this information provided by Go Daddy. All the verbiage in the response is erroneous not a relevant to my claim. They have not want to reach out to me since October 28th with an email or phone call. I have sent you the proof that I've sent them. This should be an open shut clay case for customer that's owned this account since 2008. They have not replied to one email with a response that they receive my attachments or any of my emails as followed.  I want this case to be further investigated because Go Daddy is not offering any support in any claim to their customers. Their response to their customers legal policies is erroneous information. I want to response from Go Daddy that they're working to help me out to get my account ownership back into my name in my possession.I need the Revdex.com to help a client get the deserved respect from Go Daddy in which they should offer all public clients. I feel as if I am be rail-roaded by a large corporation. GoDaddy has made no attempt to Help me in this matter. I want for GoDaddy to reach out to me through phone service or email to resolve this issue ASAP... I have spent thousands of dollars since 2008 on these products that are at issue. Please help me get customer service from GoDaddy....Thank You,

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:• Universal Terms of Service Agreement • Auctions Membership Agreement • Domain Name Registration Agreement
The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx
Our customer sold a domain name via GoDaddy Auctions.  GoDaddy Auctions is a marketplace for the

sale of Domain Names from one party to another. GoDaddy has attempted to pay

the customer; however, the Payee information our customer had provided is

invalid. Our auctions team has informed our customer of the required updates

that need to be made so we may attempt to re-issue payment.  At this time, our customer has not taken

action to update their Payee information.
RESOLUTION:
GoDaddy has upheld its agreements in good faith with our

customer and honored its terms of service.Once our customer has updated their Payee information with

correct information and notifies our auctions team, payment may then be

re-issued.
EDUCATION:
Changing Payee Information -https://my.godaddy.com/help/changing-payee-information-1369
Thank

you again for the opportunity to address and bring clarity to the concerns

presented by our customer.
Kindest

regards,Mandy

O’[redacted]Office of

the CEO - [email protected][redacted]Scottsdale,

AZ 85260

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

https://www.godaddy.com/legal-agreements.aspx On March 7, 2014, our customer purchased a Personal Web-Based Email plan for a one year term with assistance from GoDaddy’s customer care team.  Purchases of Web-Based Email plans include a free Personal Calendar and Mini Online Storage for the first year.  These products were explicitly advertised with the email plans, and were included on the purchase receipt for the account in question.  Later that day, our customer canceled and was refunded for the Web-Based Email plan.  The online calendar and Mini Online Storage were not canceled at that time.On March 7, 2015, GoDaddy was instructed to automatically renew the Online File Folder and Personal Calendar in question each for a one year term per our customer’s account preferences, and did so in a good faith effort to honor its agreements with our customer.  Customers may, at any time, log into their account and modify this preference.  GoDaddy sent a renewal notice on February 25, 2015 (prior to expiration) informing the customer the items in question would be renewed in accordance with their account settings unless additional action was taken.  Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time exception to GoDaddy’s Refund Policy, we have refunded the charge in question, a total of $12.87.  Future refunds will be provided in accordance with GoDaddy’s Refund Policy, which can be found at the link above.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

The agreement between GoDaddy and I was not carried out in good faith. Again, no notice was ever given before or at the time of purchase of having to pay for a prior domain owner's unpaid fee's. GoDaddy claims that they have given sufficient notice in their user agreement which consists of fine print and boilerplate clauses. An agreement condition such as the one at issue should be disclosed in a conspicuous manner in a way that it would be easily identifiable and understood by a layman. As stated before, all of the correspondence I receieved from GoDaddy regarding our agreement states nothibg pertaining to having to pay the previous domain owner's unpaid fees. By continuing this practice, GoDaddy will be free to continue to take advantage of consumers.

Thank you for the opportunity to address the additional concerns presented by our customer. As previously stated, our customer did not disable the automatic renewal feature for the Website Builder plan nor were any products other than the domain name ever discussed during the call with our support agent on February 2, 2016.The Website Builder plan has been automatically renewing per the account settings since February 3, 2015 with confirmation emails sent to the email address on file for the account holder after each billing completion.As of April 13, 2016 our customer has not managed their account to disable the automatic renewal feature on this product. Until that is done, this product will continue to renew on its billing date.
Our customer may find the links below helpful in assisting with the cancellation of the Website Builder or updating of the automatic renewal of their account. Cancel products in your GoDaddy accounthttps://www.godaddy.com/help/cancel-products-in-your-godaddy-account-7468...⇄ off auto renewhttps://www.godaddy.com/help/turn-off-auto-renew-20008Thank you again for the opportunity to address the additional concerns presented by the complainant.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy

I am rejecting the businesses response because in the letter it says there is an option for me to restore without a fee, but I was never presented with that option.  The letter is also not clear about what that option is and is a cookie-cutter, impersonal response.  I am a consistent customer who runs a small nonprofit.  I am asking for some type of assistance or customer service courtesy because they are asking me to pay a $60 fee on a $9.99 product.  There was never an agreement to do that.  If GoDaddy cares about service and helping their customers, there is something they can do to offset this supposed fee.  I am rejecting their response.

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 21, 2014, our customer purchased two domain registrations via online transaction.  During this transaction, our customer added Protected Registration to the domains. Protected Registration is the highest level of domain protection that GoDaddy offers.  This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain. Domains with this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by the domain's registrant submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Team.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office has attempted to connect with our customer by phone to discuss their concerns and was unsuccessful.The Protected Registration service functioned as advertised.  Our customer submitted their request to cancel the Protected Registration service on June 1, 2016. As our customer had submitted the necessary identification information, the Protected Registration service was canceled and subsequently refunded to the original payment method on June 2, 2016.  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 the concerns presented by our customer.Regards,Gary H[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address our customer’s additional concerns. We stand by our previous response. The hosting product our customer was provided with (at no cost to them) on July 4, 2016 is currently working as intended. 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.Furthermore, our records indicate that our customer last contacted our Customer Care Center regarding this issue on August 4, 2016. We also again advise that if our customer requires technical assistance they can contact our Customer Care Center at [redacted]  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

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 Based on the information provided by our customer, GoDaddy is unable to identify an account to properly address their concerns. We attempted to connect with our customer by phone to further try to find an account but were unable to reach them. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Should our customer have the full credit card number, they may reach out to our Billing team who would be able to review charges to the payment method. The Billing team can be reached at 480-505-8855.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Melanie V[redacted]Office of the CEO - GoDaddy

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

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

Thank you for the opportunity to address our customer’s additional concerns. Our customer’s account was unlocked on August 8, 2016, and the domain in question was transferred away from GoDaddy on August 9, 2016.  There are no applicable refunds for this customer account.  If our customer is inquiring about other domains or customer account, they will need to connect directly with our customer care center, via the options provided at https://GoDaddy.com/contact-us.aspxThank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

My business credit card temporarily went expired on my GoDaddy.com account, which I've had in good standing for 6 years. When I received notice by email that my card was expired, I adjusted the expiration date to the new one within a day or two. My account does not show any past-due, collections, or any other derogatory information. However, I ended up getting letters from an unknown (to me) third party stating that my business was sent to collections (on the date of my bill's due date mind you). After receiving two of these, I decided that I'll just double check with GoDaddy by calling them. The billing support had no information on my account that anything was wrong, and had no idea who the third-party collections was. So I decided that it was a phishing scam, and posted a Revdex.com to alert others. The company replied and did due diligence to contact GoDaddy, and I ended up receiving a call from a "supervisor" at GoDaddy to email him. Ok, cool, I can do that and it's documented. I email him and he just replies with a pasted quote from their (hidden) policy regarding the third-party collections company they work with. I reply to him asking him what I'm supposed to do with that and what he's looking for from me, and I have not heard back.

This review is intended to alert others of my experience, and that I have done my research to see if/why my GoDaddy account was in collections, with no clear notification or call-out. My discovery was that the third-party covers the amount being billed after a failed attempt, and so it will look like your account is fine, but then you immediately get collection notices. For the record, I am on auto-pay with GoDaddy. I am looking to pay the amount owed to the third-party, and am not trying to get out of that, but that I think it's very poor service and procedure to not mark a payment as being covered and posting a link to the policy, so that a person knows who and why the third-party is that is contacting you by mail for monies.

GoDaddy.com's service performance and other logistics are why I have moved all but one of my clients off their services in the last 3 years, and am scheduled to move the last client off by the end of this year.