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: • GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]On April 16, 2013 during a call to our Customer Care Center the complaint purchased an Ultimate Hosting Account for a two year term.On August 12, 2014 the complainant contacted our Customer Care Center to discuss why their [redacted] 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 at a 50% discount of our standard pricing 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 ($75.00), please allow 5 to 7 days for this to reflect with their financial institution.EDUCATION: The complainant might find these GoDaddy articles regarding [redacted] useful. Helpful [redacted] 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

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 our Universal Terms of Service Agreement and other legal agreements

may be found at http://www.godaddy.com/legal-agreements.aspx?On November

8, 2008 our customer purchased a domain name registration via an online

transaction for a one-year term. This was for the period ending November 8,

2009. This domain name has been successfully renewed upon expiration until

November 9, 2015.On November

9, 2015; per our customers account preferences, GoDaddy attempted to

automatically renew the domain name in a good faith effort to honor its

agreements with the customer however, the customer's financial institution

declined payment. Changes to payment methods on the account were made after the

domain name in question was canceled.GoDaddy sent

renewal notices prior to the expiration date on:* October 4,

2015 (30-day notice)* November

03, 2015 (5-day notice)GoDaddy also

sent notices after the expiration date on:* November

9, 2015* November

13, 2015* November

20, 2015 (Cancellation notice)These

notifications informed our customer their expired item was at risk of being

canceled unless additional action was taken.  Account management is a customer responsibility.Due to the

amount of time that had passed since the cancellation occurred, the domain name

had entered the Redemption period, requiring additional fees to recover. Our customer

did not contact our customer care teams regarding their domain name until

December 13, 2015. They were properly notified of the domain name expiration

and associated fees to redeem. Our customer declined to redeem the domain name.  RESOLUTION:GoDaddy has

upheld its agreements in good faith with our customer and honored its terms of

service. Our office

has attempted to connect with our customer via phone to discuss this matter and

was only able to leave a voice messages.The recovery

of domain names in redemption is time-sensitive.  As a one-time exception and gesture of

goodwill, we will waive the $80.00 redemption fee, provided the domain name is

recovered prior to December 20, 2015.  Our customer is responsible for the standard domain name renewal fees

and is aware of this time frame.  Our customer

may can contact GoDaddy’s 24 Hour Customer Care Center at (480) 505-8877 for

assistance with redeeming the domain name.EDUCATION:For future

reference, the article below may be of assistance in the management of our

customer’s account.Managing

Renewals for Products and Services-https://www.godaddy.com/help/managing-renewals-for-products-and-service...⇄ Happens

After Domain Names Expire?-https://www.godaddy.com/help/what-happens-after-domain-names-expire-6700...⇄ />
Expired Domain Names-https://www.godaddy.com/help/recovering-expired-domain-names-5018Thank you

for the opportunity to address and bring clarity to the concerns presented by

our customer.Kindest

regards,Terri H[redacted]Office of

the CEO - [email protected][redacted]

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 https://www.godaddy.com/legal-agreements.aspx.On July 17, 2016, our customer purchased a Managed WordPress hosting...

plan for a three-year term. On August 4, 2016, our customer contacted GoDaddy support teams via chat regarding intermittent loading issues with their site. Our customer was informed that hosting support was currently not available via chat, but were available by phone. However, there was no follow-up with GoDaddy’s hosting support teams until August 11, 2016. During that interaction, our customer was informed that there was a known issue that was causing the intermittent downtime and access to the WordPress dashboard of customer’s sites and that GoDaddy's technical support staff were working diligently and vigorously to resolve the technical issues our customer experienced. On August 17, 2016, our customer again contacted GoDaddy again with the same issue and was informed that this was a known issue and it was again being worked on.GoDaddy, like all providers, experiences unexpected, temporary technical issues from time-to-time. GoDaddy worked vigorously to resolve all technical issues our customer was experiencing.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. GoDaddy has identified and addressed the known issue that was causing the downtime the customer experienced from continuing to occur.As a gesture of goodwill for the issues experienced in the first month of their hosting plan, a month was added to it at no cost.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[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• Domain Registration Agreement• Domain Name Proxy Agreement The latest version of these agreements may be found at: [redacted] Our customer purchased Protected Registration for their domain name.  One of the features of the service is to protect against the cancellation/expiration of the domain name.  In order to release GoDaddy and DomainsByProxy.com from this obligation, the customer is required to fill out the Request for Protected Registration Cancellation form and provide documentation that matches that of the domain Registrant. The service is working as expected and GoDaddy has upheld its agreements in good faith with the customer.  Resolution: Our customer has provided the proper documentation and the service has been canceled.   Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards,  [redacted]Office of the CEO - GoDaddy[redacted]

[redacted] ###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution Consultant,

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

Prior to conducting business with [redacted], our customer acknowledged our...

Universal Terms of Service Agreement.  The latest versions of all our agreements can be found at the following link:

http://www.[redacted].com/[redacted]

Per our customer's account preferences, [redacted] was instructed to automatically renew our customer's Website Builder product and did so to honor its agreements with them. Account management is a customer responsibility.

Resolution:

[redacted] acted in good faith to uphold agreements with our customer to ensure their products were renewed upon expiration in accordance with their account preferences. Our managers will be apprised of the customer’s service feedback in an effort to address any improvement opportunities that may exist.

A refund for the service was not applicable at the time our customer contacted our 24/7 Customer Support teams for assistance as the service was still active.  However; following the product cancellation by our customer, a full refund for the latest Website Builder renewal transaction was processed as a courtesy. Please allow 5 to 7 business days for the funds to be reflected.

Thank you for the opportunity to address this matter.

Regards,

Office of the CEO

[redacted].com

[redacted].com

[redacted] N. Hayden Rd. Suite [redacted]

Scottsdale, AZ [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:•         GoDaddy Universal Terms of Service Agreement•         GoDaddy Workspace Service AgreementThe complaint elected to transition their email address from GoDaddy’s Unlimited Email Plan to a Free Email Plan. GoDaddy's technical support staff worked diligently and vigorously to resolve all technical issue the complainant was experiencing.We appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers. GoDaddy strives to offer the best service levels in the industry.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.We have connected with the complainant and confirmed that technical issues have been resolved.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] Phone[redacted] Fax

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 August 17, 2014, our customer purchased a cPanel hosting plan...

for five years.On July 11, 2016, our customer contacted GoDaddy support. During this interaction, the customer was advised they could migrate multiple websites that were hosted on a classic hosting plan our customer had previously purchased to the newer cPanel hosting plan. Our customer indicated they would have this task completed by their web developer. At no time did the customer request GoDaddy to perform the website migrations.On September 1, 2016, during an online chat interaction with GoDaddy support, our customer canceled the hosting plan in question, seemingly in error. GoDaddy did not cancel the hosting plan from our customer’s account; account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Hosting service cancellations cannot be reversed. Our customer was advised they would need to purchase a new hosting plan to bring their websites back online.

While the canceled hosting was no longer eligible for a refund per our Refund Policy, GoDaddy understands it was not our customer’s intent to cancel the hosting plan. As such, an exception to our Refund Policy was made and a credit issued for the time remaining on the canceled hosting. GoDaddy also provided an additional credit as a courtesy to mitigate the cost to our customer for setting up their new hosting for the same term as the canceled hosting.Our customer will need to contact our billing team to address the additional billing concerns referenced in their complaint.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[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 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

• Marketing Applications Agreement

• Website Builder Service Agreement

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

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

We appreciate our customer’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers. GoDaddy strives to offer the best service levels in the industry.

Contrary to our customer’s claim, GoDaddy’s Website Builder offers two methods of adding images to their website.

Upon review of our customer’s recent email marketing campaign we see that delivery was successful to all of our customer’s contacts. To clarify, the email was not opened by all of the recipients. This is not a failure of the service.

Resolution:

GoDaddy sincerely values our customer's business and has upheld its agreements with them in good faith. The services they have purchased are working as intended.

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

Kindest Regards

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

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

conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy Agreement• Website Builder Service Agreement• Get Found Service Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn September 17, 2014, the complainant purchased several GoDaddy services, including a domain name registration, each for a one-year term via an online transaction.  This was for the period ending September 17, 2015.Our Protected Registration service, which the complainant had opted to add to their domain name registration, is the highest level of protection for a domain name that GoDaddy offers. This premium, add-on service provides private registration and a Certified Domain add-on. The service also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.On September 15, 2015, the complainant submitted a request to cancel Protected Registration associated with their domain and did not include the supporting identification information. On September 17 and 18, 2015 respectively, per the complainant's account preferences, GoDaddy was instructed to automatically renew the domain name and services in question and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the expiration date on:• August 18, 2015 at 10:01 AM MST• September 7, 2015 at 7:28 AM MST• September 7, 2015 at 10:16 AM MSTThese notices informed the complainant their expiring items would be renewed in accordance with their account settings unless additional action was taken.  Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.On September 18, 2015 the complainant contacted our Billing Team and was provided a full refund for the services that automatically renewed on September 17, 2015 in the amount of $136.75.    The complainant has been advised of what information is required to cancel the Protected Registration Service; it is their responsibility to submit this documentation. Once the proper documentation has been received and verified by the appropriate team within our organization, the service may then be canceled. EDUCATION:The complainant may find the following articles from GoDaddy’s Help Center useful for their future reference.What is Protected Registration? –https://support.godaddy.com/help/article/1286/what-is-protected-registrationC...⇄ Protected Registration –https://support.godaddy.com/help/article/1292/canceling-protected-registratio...⇄ 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.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.

My email shows no intake folder records of those alleged attempts to notify me. I have notices on many other godaddy accounts so why would they leave this one out? The other account notices reached me and renewed. I have [redacted] records that will show that I also called godaddy several times in that period of time and made phone renewals on upcoming deadlines and asked what needed to be renewed and was not told that the [redacted] needed renewal or new credit card because of any problem.ON top of that, even if somehow a missed communication did not reach me, GODADDY Has no right to put porn sex junk on any website. SHAME ON THEM!!!!And I have asked it be removed because it is damaging my profile references that are stll on [redacted], [redacted] and other. I have said that I have been under cyber attack by a cult on [redacted] see [redacted] search string of the [redacted] news story exposing the [redacted] Cult and its pedophile and sex crimes!!!! They have been suing me over an inheritance and trying to discredit me as my late husband's surviving spouse. I believe this is possibly one of their cyber attacks to destroy my radio web site and my email notification link I have [redacted] in Tulsa OK investigating them and [redacted] in Lakeville MA. One way or the other, GODADDY NEEDS TO TAKE DOWN THE PORN WEBSITE and apologize for not keeping my site and communication hacker free. THIS IS THEIR FAULT AND A SECURITY BREACH OF MY CONTRACT. Sloppy job of Go Daddy who are evidently perverts too! anything for money? Even pornography!

Regards,[redacted]

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.

Go Daddy,

Please go ahead and cancel my account effective immediately.

Regards,

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 April 3, 2014 our customer purchased GoDaddy’s Get Found product. Get Found is a product that helps enhance a customer’s business with exposure through websites such as Google, Yelp, Foursquare and more. Our customer’s Get Found product expired January 3, 2015 and was subsequently canceled February 2, 2015 due to non-payment.  RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.If our customer’s information displayed on third-party websites such a [redacted] is incorrect or outdated, they will need to either contact the website(s) in question to request the information be removed, or purchase a new Get Found plan and update any necessary information. Our customer may find the following article helpful:Get Found FAQs-https://www.godaddy.com/help/get-found-faqs-8976Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

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 complainants refund has been processed to and accepted by their payment institution. GoDaddy will not involve itself in any dispute between the complainant and that institution. 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

Thank you for the opportunity to address our customer's additional concerns.We stand by our previous response. Our customer's GoDaddy products were renewed using the payment method on file in a good faith effort to uphold our agreements with them. Account management is a customer responsibility. If the transaction attempt was accepted on an expired card, our customer would need to contact their financial institution for further details on why this transaction was accepted.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 bringing this matter to our attention. We have reviewed our customer's rebuttal and would like to present the following.

 

We stand by our previous response regarding following our customers account preferences. Go Daddy does not arbitrarily change the automatic renewal setting on the customer's behalf and account management is a customer responsibility.

 

Our previous offer Stands. If our customer cancels the domain name within 45 days of its renewal we will be happy to process a refund for the cost of the renewal.

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

 

Kindest regards

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

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###-###-#### Fax

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 September 18, 2015 our customer contacted our Customer Care team for assistance with a new domain name registration.  The promotional code which our customer had provided to our support agent was not a valid code and was not associated with any valid offer.  As such, a discount was not applied to the transaction.RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.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.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]Scottsdale, AZ 85260

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer’s interaction with our Billing Department 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 Name Registration Agreement• Domain Name Proxy Agreement• Hosting AgreementCopies of the latest version of these agreements may be found at:[redacted]On November 10, 2014, our customer contacted our Billing Department because their website had been suspended for nonpayment. Prior to suspension GoDaddy provide the customer with 10 days of live site service at no charge.  Our representative explained that their web hosting had expired on October 29th and their Search Engine Visibility service was expiring on November 27th.  During the conversation our customer told our representative that they believed they had paid for three years.  Our representative explained that they had previously paid for a three-year domain registration term and one-year hosting term.  Our customer then asked for and received a quote for renewing their domain for another three years and hosting for another year.  The total charge was broken down per line item and the customer agreed to both the terms and the charges.  They then proceeded to provide our representative with a new payment method for the purchase.Based on our customer’s complaint, it appears that they confused the domain name’s expiration with the Search Engine Visibility service; however, our representative never claimed that the domain name was expiring.Our customer can review their products’ expiration dates within their account and have full control of their purchases and renewal terms.  Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  GoDaddy has already paid the registry for the domain renewal term and it is non-refundable at this time.  However, as a one-time courtesy and gesture of good will, GoDaddy is willing to meet the customer half way and refund the cost of their Private Registration Services ($29.97 value) while allowing the customer to keep the service.Education:

[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.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 find that this resolution would be satisfactory to me.  The company has now resolved my issue and I'm very satisfied with the outcome.

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 Agreement• Auctions Membership Agreement• Domain Name Registration Agreement• Hosting Agreement• Workspace Service AgreementThe latest version of these agreements can be found at: [redacted]On May 8, 2009, the complainant purchased a domain backorder via online purchase in their customer account. Included in this purchase was a one year membership to GoDaddy’s auction site at no charge. Per the complainant’s account preferences, this membership automatically renewed yearly on the renewal date between years 2010 to 2012. The complainant manually renewed this product with a GoDaddy customer care agent on May 15, 2013, and the product then again automatically renewed per the complainant’s account preferences on May 18, 2014.On May 16, 2009, the complainant purchased GoDaddy’s economy tier Linux shared hosting account for a one year term during an interaction with a GoDaddy customer care agent. This product was manually renewed for one year (prior to the actual expiration of May 16, 2010) on January 13, 2010 during a call with GoDaddy’s customer care. The hosting account subsequently automatically renewed in 2011 for a one year term per the complainant’s account preferences. The complainant then manually renewed the hosting account with assistance from GoDaddy’s customer care on January 18, 2012 and May 15, 2013, each for one year terms. The complainant’s hosting account automatically renewed per their account preferences on May 16, 2014 for a one year term. On May 1, 2015, the complainant manually renewed the hosting account in question for a one year term with assistance from GoDaddy’s customer care.On January 13, 2010 the complainant also registered an Unlimited Email plan for a one year term with assistance from GoDaddy’s customer care. This email plan automatically renewed per the complainant’s account preferences on its renewal date in 2011 for a one year term. On January 18, 2012, the complainant then manually renewed the email plan for a one year term (while concurrently renewing their Linux hosting as outlined above) with assistance from GoDaddy’s customer care. Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the email plan in question on January 13, 2013 and attempted to do so in a Good Faith effort to honor its agreements with the customer. The payment method associated with this product had expired and in turn, GoDaddy was unable to renew the product. As the product was not renewed in a timely manner, it eventually expired and was canceled from the account on February 2, 2013. GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.On February 4, 2013, the complainant then purchased a new email plan for a two year term with assistance from GoDaddy’s customer care. Per our customer's account preferences, GoDaddy was instructed to  automatically renew the email plan in question on February 4, 2015 and attempted to do so in a Good Faith effort to honor its agreements with the customer. The payment method associated with this product had expired, and again GoDaddy was unable to renew the product. Again, GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.When products are purchased our customers have the option to select the length of term, and GoDaddy will send out email notifications prior to the renewal of these products. We also provide the option to automatically renew products on behalf of our customers to help ensure their products stay active. We also provide receipts from any transactions made in the account in addition to providing a list of active products in the account and their subsequent renewal dates for reference at any time when a customer logs into their account. Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy provides customers with full control over the automatic renewal settings within their account. GoDaddy also sent the complainant email notifications of the pending renewals prior to attempting renewal actions as directed by the complainant.While the complainant’s domains are registered through 2019 and 2020 as they have stated, these domains are separate products from the complainant’s hosting and email plans. The complainant has purchased a new email plan, and has also renewed their shared hosting account, each for one year terms. Typically GoDaddy can attempt to restore emails for our customers in the case of a canceled email account; however the backups that GoDaddy restores from are only available for 14 rolling calendar days. As the complainant’s email plan was canceled on February 24, 2015, no backups would be available, other than any the complainant may have independently saved. GoDaddy’s email accounts are not intended for archival purposes.EDUCATION:The complainant may wish to use a third-party email client as a possible method to independently back up their emails.The following support articles may be helpful to the complainant:Email Client Tutorials:[redacted]

[redacted]Kindest Regards,[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: [redacted]

On...

May 24, 2011, our customer purchased a domain name for a 5 year term with assistance of GoDaddy’s customer care.  On May 25, 2016, per our customer’s preferences, GoDaddy was instructed to automatically renew the domain and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date, including on:•  April 24, 2016•  May 19, 2016These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.Go Daddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced above.  On June 19, 2014 our customer’s financial institution provided GoDaddy with updated information for the payment method associated to the domain.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Per GoDaddy's refund policy, the transaction in question is beyond refund eligibility.We encourage our customer to take an active role in managing their account settings which may help avoid further undesired product renewals.  Our customer can choose to auction, sell, or cancel the domain if they choose in order if they no longer wish to keep the registration.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy