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...

purchasing their GoDaddy Auctions Membership:• GoDaddy Universal Terms of Service Agreement• GoDaddy Auctions Membership Agreement• GoDaddy Domain Registration AgreementThe latest version of these agreements can be found at: [redacted]On May 24 2015, in an online transaction the complainant purchased two different domain names through our GoDaddy Auctions service. A short time after making this purchase, the complainant received a follow up email regarding finalizing the payment for the domain in question. Upon receiving this email, the complainant reached out to our Auctions team indicating this other domain was added to the order fraudulently.Contrary to the complainant’s understanding, the complainant would have added the domain in question to the cart prior to processing. The complainant would have had the chance to remove it from their cart before processing.A bid/offer is a binding contract as stated in the GoDaddy Domain Auction Membership Agreement auction customers accept when purchasing their membership as well as the agreement they checked when confirming their bid for this domain. They are expected to pay for the domain name upon auction close. If a customer does not, their auction membership may be suspended.As the complainant failed to pay for the domain name, their Auctions membership was suspended. This only affected their Auctions membership, not their overall GoDaddy account.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. As a goodwill gesture and a one-time courtesy, our auctions team has waived the administrative fee that would have been required to unsuspended the auctions membershipEDUCATION:The complainant might find the following articles useful: [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[redacted]

Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response.  Account management, including the renewal of services in a timely manner and maintaining independent website data backups is a customer responsibility. As a one-time exception we have refunded $149.99 of the fees associated with our customer’s hosting restores. It may take 3 to 5 days for this to reflect with their financial institution. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy

I originally purchased the domain name

"[redacted]" for $777.00 on October 15, 2015 with "Go

Daddy Auctions" service.As I was waiting for the domain transfer to go thru on

October 24, 2015, I was given a refund for the domain name for no apparent

reason. Immediately afterwards it was back on "Go Daddy Auctions" for

$3600.00. A few days later the domain dropped back down to $777.00 and

I purchased it again on November 3rd, 2015. I was sent an email informing me

that the "Domain transfer failed because the domain is too new" and

on November 5th, 2015 I was sent an email alerting me that I had personally

requested a refund that I had never requested to begin with.I immediately contacted Go Daddy and was told by a part of Go

Daddy’s support management team that "This was an error on Go Daddy’s part

and the domain should have never gone back up on auctions again." I also

have reason to believe that Go Daddy and Huge Domains are working together as

one company or part of the same company to artificially inflate the cost of the

domain names. They also attempt to sneak into your account and remove any pertaining information to your domain name purchases so that you cannot keep a record of them.I need this resolved.

They have hidden fees and terrible customer service. I was charged $10 more than what my renewal notice said I would be charged but they would not refund my money because I didn't read the fine print. When I looked at the fine print it still did not tell what the extra fee was. Their customer service was absolutely disgraceful, the worst I have ever had.

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant.As previously stated, the domain name for this account was set to a manual renewal setting when it was moved into the account. GoDaddy provides customers with full control over the manual and automatic renewal feature and they may, at any time, log into their account and modify this preference.  Account management is a customer responsibility.In addition, the renewal notifications sent to the complainant prior to the domain expiration stated we will be unable to renew the domain on their behalf if the domain is set to manually renew.The domain name has followed its standard life-cycle, expired, and is still currently able to be redeemed by the complainant with the associated redemption fee.  The complainant's hosting plan expired on May 27, 2015. They had disabled the automatic renewal associated with their hosting plan, instructing GoDaddy not to renew the service upon expiration.  The hosting plan had been active and working as intended. We are unable to provide a refund for the hosting outside of our Refund Policy as this is a separate product from the domain name and can be used without connection to that specific domain name. The complainant may find this additional support article helpful: Recovering Expired Domain Names - https://support.godaddy.com/help/article/5018/recovering-expired-domain-namesTha...⇄ you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260[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 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 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 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 latest version of these agreements can be found at: [redacted]

On April 16, 2011, the complainant purchased 3 domain names each for a 2 year term via an online transaction in their customer account.  Per the complainant’s account preferences these domains automatically renewed for two-year terms on April 28, 2013 and April 28, 2015, respectively in a good faith effort to honor our agreements with the complainant.  GoDaddy provides customers with full control over the automatic renewal feature at the time of purchase. The complainant may also, at any time, log into their account and modify this preference. GoDaddy also sent the complainant email notifications of the pending renewal prior to taking renewal action as directed by the complainant. Account management is a customer responsibility.  GoDaddy sent renewal notices prior to the expiration date on:•    January 16, 2015•    February 15, 2015•    March 17, 2015•    April 1, 2015•    April 11, 2015The complainant did not contact GoDaddy regarding this renewal until May 8, 2015.  Domains that are automatically renewed for multiple years must be canceled within 5 days of renewal to be refund eligible.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy is unable to recoup the cost of renewing the domains in question on the complainant’s behalf.  As a one-time exception to GoDaddy’s refund policy, GoDaddy will provide the complainant with a full refund totaling $95.02 if the complainant cancels the domains in question prior to May 15, 2015.  Any future refunds would be in accordance with GoDaddy’s refund policy.EDUCATION:The following links may be useful to the complainant:Canceling Products:[redacted]Managing Renewals for Products and Services:[redacted]Refund Policy:[redacted]Thank 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 - GoDaddy[redacted]

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]

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

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 the additional concerns presented by our customer. The email service our customer is utilizing was included as a free credit when they had purchased their domain name in 2011.  Again, GoDaddy no longer provides these free services.  Companies must sometimes make the difficult decision to cease (“end of life”) a particular product or service for various reasons. Upon doing business with GoDaddy, our customers acknowledge and agree that our terms of service and product offerings may change at any time.If our customer is experiencing issues with accessing their email services and is requiring use of a private browser window, this may indicate an issue with browser add-ons or issues with the browser itself.  Our customer may want to attempt using a different browser to determine if these issues continue.  Browser issues or conflicts with potential add-ons are outside of GoDaddy’s direct control.GoDaddy is unable to provide a credit for a free email product, one that was and has been functioning as intended.Thank you again for the opportunity to address the additional concerns presented by our customer.
Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

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

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

Thank you for the opportunity to address our customer’s additional concerns. Contrary to our customer’s understanding the domain name in question was not renewed. GoDaddy sent six renewal reminder and failed billing notifications between July 8, 2016 and August 24, 2016. GoDaddy provided its customer a window of 42 days after the date of expiration in which to renew the domain name in question. They neither renewed the domain name nor contact GoDaddy's 24/7 customer care teams to discuss the domain name until August 26, 2016. By that time the domain name was no longer available for recovery. Account management is solely a customer responsibility.Our customer has the option to either reach out to the current domain name owner in an attempt to negotiate the purchase of the domain, or utilize a domain brokerage service such as GoDaddy’s Domain Buy Service to reach out to the current owner on their behalf. Information pertaining to GoDaddy’s Domain Buy Service can be found here: https://www.godaddy.com/domains/domain-broker.aspxThank you again for the opportunity to address the additional 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.GoDaddy has not entered into any agreements with the...

complainant.Domains are sold on a first-come, first-served basis. The complainant claims that GoDaddy has "front run" a domain name the complainant has attempted to register. Domain “front-running” is the act of registering domain names after a registration search is done in an attempt to profit from them. GoDaddy does not and never has participated in domain name “front-running”. We encourage our customers to purchase any available domains they desire at the time they show as available for registration.RESOLUTION:According to the Public Whois Directory, the domain name specified by the complainant has been registered to another party since August 25, 2015.  The complainant may wish to reach out to the current registrant to inquire about a possible sale and/or transfer of the domain. We sincerely hope that the complainant can either amicably resolve their concerns with the current registrant or find another, unregistered domain name that is suitable for their purposes.Education:The complainant may also find these GoDaddy support articles useful:What is Domain Buy Service? - https://www.godaddy.com/help/what-is-domain-buy-service-1699Domain Buy Service: A Buyer's Roadmap - https://www.godaddy.com/help/domain-buy-service-a-buyers-roadmap-5686Thank 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 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 our Universal Terms of Service Agreement.  The latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx

 

 

Per our customer’s account preferences, GoDaddy was instructed to renew their services upon their annual expiration and did so in a good faith effort to honor its agreements with the customer. Customers are able to modify their renewal preferences at anytime from within their account. Account management is a customer responsibility.

An electronic check was used by the customer to complete their transaction.  As such, GoDaddy’s 3rd party check processing company, Certegy, was utilized. In a transaction such as this, Certegy will supply the funds to GoDaddy for the services or products rendered, and then in turn collect the funds directly from the customer.  

When a refund is issued, GoDaddy in good faith returns the funds to Certegy, who then will credit the funds to the checking account of the customer.

On July 30, 2014, GoDaddy issued a full refund for the service in question. The refund was rejected by our customer’s financial institution and the funds were returned to GoDaddy. GoDaddy has initiated the process of issuing a check directly to the customer. This process can take 4-6 weeks.

Resolution:

GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.

In addition to the refund check, as a onetime exception, GoDaddy has added a $25 In-Store Credit to their account which may be used on any future purchase.

 

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

Kindest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

Scottsdale, AZ 85260

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

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

Thank you for the opportunity to address the concerns presented by the complainant.The complainant is not a GoDaddy customer, but rather filed this complaint on behalf of our customer. GoDaddy has not entered into any relationship or agreements with the complainant.We have...

corresponded via phone and email with the complainant and offered suggestions for moving forward. Our Change team has again emailed our customer with additional steps for the Change of Account. We will continue to work toward a resolution with both our customer and the complainant.Thank you again for the opportunity to address and bring clarity to 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 additional concerns presented by our customer. We stand by our previous response.  GoDaddy had sent renewal notices prior to the product expiration date. GoDaddy simply has no control over what happens to the email notice after it leaves our system or how the customer's ISP or email client chooses to handle the email once they receive it. GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. Given the restrictions set by the .CA Registry and our Refund Policy, the domain name in question is not eligible for refund.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 [redacted] GoDaddy.com [redacted] Scottsdale, AZ 85260

My husband used godaddy.com to make a website for a business he was thinking of starting up. He never got the business started. We decided to cancel go daddy. We called customer service to do so they informed us that he would have to write a letter stating that he no longer wanted to use their service and a copy of his drivers license. We did this on three seperate occasions. The company still charged us after each time we did what they wanted us to. They never reimbursed the money they took out of our account. This company is ridiculous regarding following customers wishes.