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.   Should the complainant cancel their Get Found service we will provide them with a full refund to their payment method used for purchase. Furthermore 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 Mr. [redacted] is not currently in the office I will pass along the complainant’s request to him in an effort to schedule a time where they may discuss the situation.   Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.   Kindest regards,   [redacted] Office of the CEO - GoDaddy [redacted]@GoDaddy.com [redacted] Scottsdale, AZ 85260 ###-###-#### Phone ###-###-#### Fax

Dear Dispute Resolution Consultant,  Thank you for the opportunity to address and bring clarity to the concerns presented by the 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 Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOur customer indicated multiple postal letters were sent to our corporate headquarters about their experience with our service levels. We are only in receipt of one copy of the letter and received this copy within the last week. Our office spoke with the customer in hopes of gathering more information however the customer needed to re-schedule our call to next week and we have agreed to this. Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.  At this time our office has a scheduled call with the customer to discuss their concerns and consider this matter resolved. Regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

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,

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.even though GoDaddy "automatically renews all domain names" because they make you check a box to not auto renew, and most people like myself miss.  I did not want any of these renewed, let alone without my permission.  A good company would refund the charges if indeed the customer alerted them to the fact they didn't want to continue the services.  All of their alerts went to my junk mail and I don't even know my login info anymore.  That is crap that companies such as GoDaddy can charge your card without any approval from customer.  I did not want any renews nor do I ever want to do business with them again!!!!! Ever!!!

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· Website Builder Service Agreement· Get Found Service Agreement· Marketing Applications AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn February 17, 2015 the complainant made an online purchase for several products including Website Builder Personal, Search Engine Visibility and Get Found.  Search Engine Visibility is an Internet-based search engine optimization and submission tool that guides users to optimize their website. Search Engine Visibility shows users how to improve internal and externalaspects of their website. Get Found offers a simple way to get your local business listed on top sites across the Web. Users submit your business information and that information is automatically updated on top sites across the Web once your business is verified.On April 7, 2015 the complainant called our Customer Care team to get an upgrade to their Website Builder plan to our Business Plus plan which includes an SEO Wizard tool. This tool is similar to the Search EngineVisibility product where it provides customers resources to enhance their website for search engine algorithms. The complainant has called our Customer Care team with questions on these products and has been provided with support articles and information about the way these products work and their limitations.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant’s site is listed in major search engines such as [redacted] and [redacted]. They can see this online by simply visiting [redacted] or [redacted] and searching for “site:exampledomain.com” removing the quotation marks and replacing exampledomain.com with their actual domain. [redacted] and [redacted] have both indexed multiple pages for the complainant’s site. Indexing (listing, linking to) the complainant’s website is established by this inspection.Search Engine Visibility and Website Builder’s SEO Wizard do not guarantee search engine listings or higher rankings and the product/services are working as intended.  The complainant’s Get Found product was never verified and as such did not get submitted. As the product has since expired, as a goodwill gesture to the customer we have refunded the product. Please allow 5-7 business days for the refund to be reflected by the complainant’s financial institution.If the complainant does not wish to continue using the SEO Wizard within the Website Builder Business Plus plan they can downgrade the plan at any time. If they need assistance doing so our 24/7 Customer Care team can assist and can be reached at ###-###-####. EDUCATION:The complainant may find the following support articles helpful: Search Engine Visibility FAQs: https://support.godaddy.com/help/article/6541/search-engine-visibility-v1-faqUsi...⇄ the SEO Wizard in Website Builder: https://support.godaddy.com/help/article/8829/use-seo-wizard-in-website-builder-...⇄ complainant may also want to utilize a search engine traffic service such as [redacted] Analytics. Here is an article on how to use [redacted] Analytics with Website Builder: [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]@GoDaddy.com[redacted]Scottsdale, AZ 85260[redacted] Phone[redacted] 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• 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 September 4, 2013, the complainant registered the domain name in question for a two year term.  This is for the period ending September 4, 2015.On September 4, 2015, GoDaddy was instructed to automatically renew the domain name in question per the complainant’s account preferences, and attempted to do so in a good faith effort to honor its agreements with the complainant. The complainant's financial institution declined payment(s). GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant.GoDaddy sent renewal notices prior to the expiration date on:• June 6, 2015 at 4:47 AM• July 6, 2015 at 8:13 AM• August 5, 2015 at 1:17 PM• August 20, 2015 at 10:14 AM• August 30, 2015 at 6:10 AMGoDaddy also sent notices after the expiration date on:• September 5, 2015 at 3:55 AM• September 9, 2015 at 4:49 AM• September 16, 2015 at 6:22 AMOn the day a domain name expires, in this case September 4, 2015, the complainant’s agreed and purchased term of domain registration ended. After the complainant's agreed and purchased term of domain registration ended GoDaddy (at our own cost) provided the complainant with a 42 day grace period to renew or redeem the name.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Account management and the renewal of products and services is solely a customer responsibility. While we make a best effort to partner in our customers’ successes, our customers must also be responsible for their actions or lack thereof. As a one-time exception, our office is willing to halve the normal $80.00 redemption fee, allowing the complainant to redeem the domain name for $40.00 plus the cost of a one-year registration renewal. This is a time-sensitive matter. To take advantage of this offer, the complainant must contact our office directly and while the domain name is still in an eligible status.The redemption would need to be completed in a timely manner to attempt to reasonably ensure the complainant is able to recover the domain.EDUCATION:The complainant may find the following information useful for future reference: What happens after domain names expire?: https://www.godaddy.com/help/what-happens-after-domain-names-expire-6700Can I renew my domain name after it expires?https://support.godaddy.com/help/article/609/can-i-renew-my-domain-name-...⇄ Name FAQ: https://www.godaddy.com/help/domain-name-faq-1497Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Mike L[redacted]Office of the CEO - [email protected][redacted]Scottsdale, AZ 85260

Dear Dispute Resolution Consultant,
Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer.
We stand by our previous response. Due to suspicious information used by our customer for the transaction, additional information was requested to confirm the transaction was valid. As the requested information was not provided in a timely manner, the product was removed from the associated account and the transaction was refunded in full to the original payment method utilized.
GoDaddy reserves the right to take action it deems necessary in its fraud prevention efforts as outlined in Section 10 of the Universal Terms of Service agreement that the complainant agreed to when making their purchase.
Once the necessary identification documents were provided, the account was unlocked. However, our Verification Office was not able to re-instate the original charge, previously refunded in full.  A charge was placed in the account's Shopping Cart for our customer to process. Once the charge is processed, the domain name registration can then be returned to the account.
Our customer has not taken the steps as outlined by our verification office so the domain name can be returned to the account. Additionally, it appears our customer wishes to take this outside of the Revdex.com’s purview by requesting the registered agent. If this is the case, Our customer can reach out to our office directly at [email protected] and reference this complaint to request the email for GoDaddy’s registered agent.
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

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.aspxOn March 20, 2016 our customer sold the domain name in question through GoDaddy Auctions. The domain name was transferred to the purchaser and payment was made to our customer’s PayPal account on March 26, 2016.On March 29, 2016 our customer updated their PayPal payment information to reflect a different account they wished the payment made to. On April 5, 2016 our customer contacted GoDaddy’s Customer Care Center to request the status of their payment.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The funds in question were processed to the customer’s designated PayPal account at the time the transaction was processed. We have requested a return of these funds from PayPal.  If we receive these funds, we will apply them to our customer’s current PayPal account per their account preferences. Thank you again for the opportunity to address the concerns presented by our customer.Kind regards,John M[redacted]GoDaddy-Office of the CEO

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

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.Following our original response, our office had the opportunity to speak with our customer. After listening to their concerns, GoDaddy extended another hosting account they have with us, along with their email service, for one additional year at no cost.Thank you again for the opportunity to address the additional concerns presented by our customer.
Kindest regards,Stephen [redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address the additional concerns presented by our customer.As previously stated, GoDaddy renewed the service upon expiration in accordance with our customer's account preferences. GoDaddy notified our customer prior to the product expiration. GoDaddy also sent transaction details after the renewal was processed.  GoDaddy provides customers full control of their renewal preferences. Customers may, at any time, log into their account and modify this preference. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof. Account management is a customer responsibility.  The renewal transaction is beyond the time period to receive the desired refund. We recommend our customer review their account preferences to avoid any further undesired renewals.    Our customer may find the following articles helpful:GoDaddy Refund Policy –https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG...⇄ off Auto Renew -https://www.godaddy.com/help/turn-off-auto-renew-20008Thank 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 concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspxOn February 17, 2011 our customer purchased a Website Tonight Premium plan...

for one-year via online. Per our customer's account preferences, GoDaddy was instructed to not automatically renew this plan upon expiration and did not do so in a good faith effort to honor its agreements with our customer. On February 13, 2016 our customer purchased a new Website Builder personal plan for one-year via online transaction. That plan was not setup.On February 17, 2016 the original website builder plan came due for renewal and failed billing. After three failed billing attempts this plan canceled from the account on March 8, 2016. Six email notifications pertaining to renewal were sent between January 18, 2016 and March 8, 2016.Additionally, GoDaddy’s customer care representatives attempted contact with our customer to discuss the expiration of the original website builder plan five times between March 25, 2016 and July 19, 2016, without success.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.At this time our customer would be able to set up the website builder plan currently in the account and re-establish the website content from their local backup. In accordance with our publically available refund policy, there are no eligible refunds available. 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 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 AgreementThe most recent version of these agreements can be found at the following URL: [redacted]On January 24, 2013 the complainant purchased a one year registration for the domain in question.  Per the complainant’s account preferences, GoDaddy automatically renewed the complainant’s domain on January 24, 2014 and did so in a Good Faith effort to honor its agreements with the complainant. GoDaddy provides customers with full control over the automatic renewal feature at the time of purchase, and customers may also log into their account at any time and modify this preference.  GoDaddy also sent the complainant multiple email notifications of the pending renewal prior to taking renewal action.  Account management is a customer responsibility.RESOLUTION: GoDaddy upheld its agreements in good faith and honored its terms of service.We have been unable to connect with the complainant directly, however they can cancel the domain name within 45 days of renewal and contact our Billing department directly at ###-###-#### to request a refund.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

Dear Dispute Resolution Consultant

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

 

On January 14, 2014 our customer purchased an Express Email Marketing Plan on a...

month to month basis. Prior to purchasing their GoDaddy product our customer acknowledged the following agreements:

 

•    Universal Terms of Service Agreement

•    GoDaddy Marketing Applications Agreement

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

https://www.securepaynet.net/legal-agreements.aspx

Per our customer's account preferences, Go Daddy was instructed to automatically renew our customer's products and did so in a Good Faith effort to honor its agreements with them. Account management is a customer responsibility.

RESOLUTION:

GoDaddy upheld its agreements with our customer in good faith. Our customer’s product was automatically renewed on February 12, 2014 in accordance with their account preferences.  

We have spoken with our customer by phone and refunded the most recent renewal of their Express Email Marketing Plan. In addition auto-renewal for this product has been disabled.  Our customer has expressed their satisfaction with this and we now consider this matter to be resolved.

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

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

Scottsdale, AZ 85260

###-###-#### Phone

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

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.

Our customer care managers have been apprised of the customer's feedback in an effort to address and improvement opportunities that may exist. ?

Proper support was provided to the customer along with a detailed explanation of the issue. Unfortunately, at the time GoDaddy Support was contacted there was no

data to recover due to the amount of time which had passed. Management of website under a customer's reseller plan is a customer responsibility.

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

Kindest regards,

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.3/5/2014, 11.08pm - GoDaddy Online Bookkeeping Trial initiated.4/5/2014, 7.57am - GoDaddy sent one notice for product expiration AT TIME OF product expiration.4/8/2014, 2.45pm GoDaddy sent an Order Confirmation for New Online Bookkeeping account purchase. Per GoDaddy, customers are allowed only one account for bookkeeping. 4/15/2014 9.32am GoDaddy sent notice for product expiration PAST product expiration date of 4/5/14, ignored as I had purchased product already.4/25/2014 8.58am GoDaddy sent notice that I am "at risk of losing the service(s) or product(s) listed below." Product was ALREADY deleted.GoDaddy claim to have sent a cancellation notice for New Online Bookkeeping account immediately after purchase. Never received. See attached photos.GoDaddy did NOT block purchase of New Online Bookkeeping account. WHY?!?! GoDaddy collected payment for New Online Bookkeeping, affirming my understanding that I am in good standing.Account registered 11/3/11 with Outright, prior to Outright acquisition by GoDaddy, lay dormant accumulating data. GoDaddy kept my data for years prior trial activation. Yet, after trial activation my account was DELETED PERMANENTLY WITH NO CHANCE OF RECOVERY!!! Why?!!?!?  Following debacle I requested refund which GoDaddy granted. My data is gone! I want my data back!

Regards,[redacted]

Dear Dispute Resolution Consultant,

Thank you for bringing this matter to our attention. We have reviewed our customer's complaint and the GoDaddy account in question and would like to present the following.

Upon the addition of our Protected Registration services to...

their domain names via an online transaction, our customer acknowledged the following agreements:

• GoDaddy Universal Terms of Service Agreement

• Domain Name Registration Agreement

• Domain Name Proxy Agreement

The most recent version of these agreements can be found at the following URL:

One of the features of our premium Protected Registration service is to protect against the cancellation/expiration of the domain name. Domain names which have this service cannot be canceled 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.   

Resolution:

GoDaddy has acted in good faith to uphold its agreements with our customer.  The Protected Registration service functioned as advertised; keeping the domain from being canceled without proof of identification.  

Our office has connected with our customer via phone and appreciate their candid feedback.  Our goal is to always provide clear communications.   Our customer has completed the process of removing the Protected Registration service from their domain names and a full refund for their latest renewal has been provided.   

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

Kindest regards,

Office of the CEO

[redacted] Phone

[redacted] Fax

Dear Dispute Resolution ConsultantThank you for the opportunity to address and bring clarity to the concerns presented by the 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 Agreement•         GoDaddy Hosting AgreementThe latest version of these agreements may be viewed at [redacted].The customer spoke with our support teams on August 19, 2014 to discuss the renewal of their hosting plan at a discount. Our support teams provided the renewal of the customer's hosting at a discount however there appears to have been a misunderstanding during the interaction. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.  We have provided the customer with a 3 month renewal at no cost as a gesture of goodwill however, they will need to pay regular price for the renewal after this time.  Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.Kind Regards,[redacted]Office of the CEO[redacted] Phone

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 Quick Shopping Cart AgreementThe latest version of these agreements can be found at:[redacted]://[redacted]On May 8, 2014 the complainant purchased a Quick Shopping Cart for a one month term during a call with our Customer Care Center. The complaint states they have made payment for their September and October 2014 services.  RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.In the time since their initial purchase, the complainant has been provided with two renewals of their Quick Shopping Cart at no cost to them. These renewals cover a term of 4 months. Furthermore we have no record of any other payments made by the complainant and cannot absorb the cost of their renewals.EDUCATION:The complainant might find this article on Managing Renewals for Products and Services useful:[redacted]://[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kind regards,[redacted]Office of the CEO - GoDaddy

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,

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the 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* Website Builder Service Agreement* Marketing Applications AgreementThe latest version of this agreement and other legal agreements may be found at: [redacted]On March 22, 2013, our customer purchased a Website Builder plan and Search Engine Visibility plan, each for a one-year term. On March 21, 2014 and March 22, 2014 respectively; per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question upon expiration for one-year terms and did so in a good faith effort to honor its agreements with the customer.  Our customer was sent email confirmations following each successful renewal transaction. GoDaddy provides customers full control over the automatic renewal feature from within their account. Account management is a customer responsibility.GoDaddy sent renewal notices prior to the expiration dates on:* January 21, 2014* February 20, 2014These notices stated the services would be renewed unless further action was taken.On March 21, 2015 and March 22, 2015 respectively; our customer's account preferences again instructed GoDaddy to automatically renew their services upon expiration for another one-year terms. Email confirmations were sent to our customer following each transaction.GoDaddy sent renewal notices prior to the expiration dates on:* January 21, 2015* February 20, 2015 In addition to these email notices, GoDaddy's Customer Care team attempted to reach our customer by phone on January 31, 2015 and February 4, 2015 to assist with any account questions they may have had. Both attempts were unsuccessful.Our customer did not contact our support staff regarding the March 2015 transactions until May 11, 2015. In accordance with our Refund Policy, our customer was properly advised that they would be eligible to receive In-Store credit upon cancellation of these services. RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.  Our office attempted to connect with our customer by phone to discuss their concerns and left a voice message.  As a one-time exception to our Refund Policy, GoDaddy will refund the March 21, 2015 and March 22, 2015 renewal transactions, provided our customer cancels the services in question prior to March 20, 2015. Once canceled, our customer may contact our office directly to have the refunds issued.Education:Our customer might find the following articles useful.Canceling Products -[redacted]Managing Renewals for Products and Services-[redacted]Refund Policy-[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest RegardsStephen J[redacted]Office of the CEO - GoDaddy[redacted]