GoDaddy.com

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention.  We have reviewed our customer’s concerns to which we would like to present the following.Prior to the original purchase of products and services, our customer agreed to the following agreements:* Universal Terms of Service Agreement* Domain Name Registration AgreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at [redacted]?Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question however, the payment method on file was no longer valid. Account management is a customer responsibility.RESOLUTION:Go Daddy acted in good faith to uphold agreements with our customer and ensure the products and services in question were renewed appropriately.  We spoke with our customer and renewed the domain name at the regular rate as a one-time exception. Should our customer have any remaining questions in regards to the management of the domains or the Go Daddy account, our customer support teams are available 24x7 at (480) 505-8877.Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted]Office of the CEO[redacted]

[redacted] Phone [redacted] Fax

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

https://www.godaddy.com/legal-agreements.aspx On January 21, 2015 and January 21, 2016; respectively, per our customer's account preferences, GoDaddy was instructed to automatically renew a domain and did so in a good faith effort to honor its agreements with the customer. Email reminders regarding the renewal of the domain was sent at the following increments prior to the transactions: 90 days, 60 days, 30 days, 15 days and 5 days. These notices stated the domain would be automatically renewed upon its annual expiration unless action was taken. GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference. GoDaddy does not arbitrarily change the automatic renewal setting on the customer's behalf; account management is a customer responsibility. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was properly informed the latest renewal transaction was beyond the time period to receive the desired refund. GoDaddy is unable to receive a refund from the registry and refund our customer in turn. The automatic renewal preference associated with the domain in question has been disabled. We encourage our customer to review and manage their account settings to avoid unwanted renewals.Our customer may also find the following articles helpful:Turn Off Auto Renew-[redacted]Refund Policy-[redacted]Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

GoDaddy led me to believe I was still receiving the [redacted] discount they never informed me that they stopped offering it. Any normal business operating in good faith would let its clients know that they are no longer receiving a discounted rate. I AM CURRENTLY OFFERING TO SETTLE THIS DISPUTE FOR THE DIFFERENCE BETWEEN WHAT I PAID AND THE [redacted] DISCOUNT HAD IT REMAINED IN EFFECT. If my offer is rejected I will bring a class action lawsuit against Godaddy on behalf of all [redacted] members in the class. This is my last and final offer before I proceed with litigation.

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

conducting business with GoDaddy:· Universal Terms of Service· Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOur customer purchased one Virtual Private Server on May 24, 2013 and their second Virtual Private Server on February 11, 2014. This product provides our customer with full control over their website(s) and it is the responsibility of our customers to run, secure and maintain their own server with this product purchase. On April 8, 2015, our customer contacted GoDaddy’s customer care team as they were experiencing functionality issues within their websites hosting on a Virtual Private Server. An escalation was created as the parent server was out of disk space. Virtual  Private Servers are shared between other customers also and depend on each customer to maintain their allotted space. However, in this situation there were other customers over-utilizing their allotted space which in turn effected other customers and their  websites. This issue was resolved on April 11, 2015 by migrating our customer to another parent server and they were notified via email.On May 13, 2015, our customer contacted our customer care team regarding their second Virtual Private Server being inaccessible. An escalation was created and sent to our Hosting Administrators. Again, the root of the issue was the parent server being out of disk space due to customer usage of space. Our Hosting Administrators were able to resolve this issue by migrating other customers who were over-utilizing their allotted space off the parent server to free up disk space. This was resolved on May 13, 2015 and our customer received a follow up via email.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. As a goodwill gesture, we have added a free one month renewal to both [redacted] due to the experience and inconvenience. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

GoDaddy states that on April 2, 2012 I agreed and paid for a four year renewal.  That is true.  However, GoDaddy then states that on May 7, 2016 they renewed my the domain name in question for one year.  That is not true, they renewed it for four years.  I'm sure they did notify me, but I still have a relivant domain name registered with them and assumed the notice was regarding that domain.  I have not lived in the city or county where the domain name in question is relivant for over three and a half years and had completely forgotten about it until I got the bill on my credit card for a four year renewal.  I immediately (same day) called them to cancil and was told it couldn't be done.  That was 23 days after the charge was made.  I later found out that their grace pperiod is 21 days, so I missed it by two days. If they had truely renewed it for one year, that would be fine, but they didn't, they renewed it for four years and charge me for four years.  This is very poor customer relations and I want everyone that is, or might do business to know how they treat their clients.

PS: They recently sent me an Account Status email and the domain name in question isn't listed.  It's not the money that's important, it's the way they conduct business.

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.

RE: Complaint ID #  [redacted]

 

To Whom It May Concern,
 

The complaint has not been resolved and Go Daddy blatantly lied to you. Per my complaint, I have tried since November to cancel my subscription/domain name. Please consider the fact that my business no longer exists; why would I “refuse” to provide my ID? The problems that I keep experiencing is that when I follow the prompts that they told me to in order to cancel. it keeps asking for some type of key code/ID that I do not have or know what it is. That is as far as I can get and every time I ask Go Daddy for assistance, they simply tell me to go through those prompts again. Even though I keep asking for them to help my to find the key code/ID, they refuse.

I have supplied every other piece of information that was requested, including a copy of my driver’s license; etc.
 

To summarize, they have stolen my money and refuse to assist me in closing my domain/website. This has NOT been resolved.
 

I have reached out to so many employees of GO DADDY to assist but not one person has stepped up to help me. If [redacted] stood behind their product, he would’ve personally contacted me to assist. This company is a poor excuse for a business and I will continue to push forward with a very vocal campaign to reach out to businesses across the nation so others may be forewarned that GO DADDY does not stand behind their customer service and instead, steal small business money.

 

Thank you,

While I do not disagree with the facts as stated by GoDaddy, I have explained, many times, to their people that the person that was originally the registrant is not longer connected to this business. I have asked what I can do to become qualified to cancel this website (that I am no longer using.) I have received several recommendations, mostly related to cancelling my credit card and not allowing godaddy to charge me (note: THIS RECOMMENDATION WAS FROM THEIR PEOPLE!)
I simply need to cancel this account. The registrant is no longer in the picture and has not been for over six years. There must be a way for this account to be cancelled. I cannot believe that GoDaddy will simply continue to charge me for an account I no longer want --forever.  I am merely trying to do the right thing. Go daddy employees have told me the only people that can fix this are the people in charge of a special department -- but that department DOES NOT talk to anyone in person. 
I have tried all of the recommended steps and continue to get the email that says they will not help me.  They certainly had no trouble charging my credit card over these past years!
Perhaps a live person can reach out to me and we con resolve this issue.
 
Bob G[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· Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 7, 2015, the complainant purchased two domain name registrations, each for a five-year term via an online transaction. When a new domain name is registered, a 60 day lock is placed on the domain from the governing body of the Internet, ICANN (Internet Corporation for Assigned Names and Numbers).  ICANN imposes this lock to help protect domain name registrants from having their domains stolen or maliciously transferred. GoDaddy, and all ICANN accredited registrars, must follow this 60 day lock rule.On May 15, 2015 the complainant contacted our Customer Care teams with their third-party email provider for assistance with setting up their email correctly. Our agent assisted the complainant with updating their MX (Mail Exchange) records for a domain name to point to their third-party email services per the complainant’s request.On May 28, 2015 the complainant called our Customer Care team to discuss their third-party email not working. The complainant was informed they had made a modification to their domain settings by enabling domain forwarding.  This domain setting change updated the IP Address and nameservers associated with that domain. GoDaddy is unable to forward visitors to a domain name if we do not control of the nameservers.  An offer was made to assist the complainant with updating the nameservers for the associated domain to their third-party.  However, the complainant did not have the nameserver information at the time required to make the update. They had the MX records but not the nameservers which is what they specifically wanted to update.The complainant also requested a callback and was informed that GoDaddy operates a 24/7 inbound Customer Care Center.  The complainant was requested to contact our support teams at a convenient time once they had acquired the necessary settings for their domain name to function as desired. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.  Account management and maintaining correct product settings are a customer responsibility.The domain name worked as intended per the requests made by the complainant. GoDaddy cannot control the settings for third-party services. As such, GoDaddy is unable to accommodate the complainant’s request for a refund or compensation for potential lost revenue due to their third-party email not working.Additionally, GoDaddy is unable to allow a domain transfer until after the 60-day time frame from registration has passed. The domain will be available for transfer away on June 6, 2015, provided it remains in accordance with our registration agreement.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.EDUCATION:The complainant may find the following support articles helpful:Transferring Domain Names to Another Registrar: https://support.godaddy.com/help/article/3560/transferring-domain-names-to-anoth...⇄ Nameservers for Your Domain Names: https://support.godaddy.com/help/article/664/setting-nameservers-for-your-domain...⇄ 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.com14455 N. Hayden Rd. Suite 226Scottsdale, 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 our customer. We have reviewed this matter and would like to present the following. On May 24, 2014 during a call to our Customer Care Center our...

customer preordered multiple domain names. At that time they acknowledged and agreed to the following:• Universal Terms of Service Agreement• Domain Registration AgreementThe latest version of these agreements may be found at:  [redacted]Three days after placing their preorder our customer contacted our Customer Care Center cancelling the transaction and requested a refund. Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.This office has reached out to our customer directly and processed the balance of the refund they had requested. Our customer expressed their satisfaction with this outcome and at this time we consider this matter to be resolved.Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards,  [redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone ###-###-#### Fax

They have charged me for "cash parking" a service that I have not requested, I contacted them and they still kept charging me.
Be careful with Go Daddy, this company they will add charges to your account that you don't know that exist and if you call them they will not refund.
I call and talked to [redacted] on customer service and his asked him to talk to his manager to refund the charges,I was put on hold for several minutes and when he came back his manager [redacted] said they would not refund.

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.Mr. [redacted] has FAILED to read the complaint. I cancelled first in 2014 by submitting the paperwork as requested. After being billed in 2015 for what I cancelled in 2014, I filled out the paperwork for the SECOND time and submitted to GoDaddy. After submitting the cancellation paperwork for the SECOND time, I was then charged for the item. I disputed the charge, and just today, 10/10, I was "rebilled" for the product I had cancelled in 2014 AND 2015. I would like for GoDaddy to get their facts straight and stop harassing me by billing my credit card AGAIN.

Regards,

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

conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy Agreement
The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx
On October 29 2010, the complainant purchased the domain in question via online transaction for a two-year term.  During the purchase, the complainant opted to add GoDaddy’s Protected Registration service, the highest level of protection for a domain name that GoDaddy offers.
This premium, add-on service provides private registration and 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.
RESOLUTION:
GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The Protected Registration service is functioning as advertised, keeping the domain from being canceled or transferred without proof of identification.
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 that the complainant has been corresponding with, the service may then be canceled.
EDUCATION:
The complainant may find the following articles helpful:
What is Protected Registration? - https://support.godaddy.com/help/article/1286/what-is-protected-registration
Canceling Protected Registration-  https://support.godaddy.com/help/article/1292/canceling-protected-registration⇄ /> Refund Policy -https://support.godaddy.com/help/article/8849/refund-policy
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

Thank you for the opportunity to address the complainant’s concerns. The complainant is not a GoDaddy customer, nor has GoDaddy entered into any relationship or agreements with the complainant.The complainant is claiming that GoDaddy has “front run” a domain name that they have...

attempted to register. The complainant’s belief is that they were denied registering a domain so that GoDaddy is instead registering the domain in an attempt to profit from it.  Domain front running is a practice which GoDaddy does not and will not engage in.  Domains are sold on a first-come, first-served basis.The domain in question was registered by another GoDaddy customer who has chosen to utilize private registration.  GoDaddy is not the registrant of this domain, and will not be able to provide the domain to the complainant.  If they wish to attempt to acquire the domain, they may want to attempt to contact the registrant directly utilizing information found in a public WHOIS lookup.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Mike L[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 Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn October 29, 2013 our customer purchased a domain name registration with additional private registration services for a one-year term via an online transaction.  This was for the period ending October 28, 2014.On October 28, 2014; per our customer's account preferences, GoDaddy was instructed to automatically renew the domain name and associated private registration service and attempted to do so in a good faith effort to honor its agreements with our customer and their financial institution declined payment.  Our customer was subsequently notified of the failed transaction.GoDaddy sent renewal notices prior to the expiration date on:• July 30, 2014• August 29, 2014• September 28, 2014• October 13, 2014• October 23, 2014These notices informed the customer their domain name would be automatically renewed upon expiration unless additional action was taken. Account management is a customer responsibility.On November 9, 2014 the domain name and private registration services was successfully renewed for another one-year term, period ending October 28, 2015.  An email confirmation containing transaction details was sent to our customer. On October 28, 2015; per our customer's account preferences, GoDaddy was again instructed to automatically renew the domain in question for another one-year term and did so, honoring its agreements with the customer.  This is for the period ending October 28, 2016.Email reminders regarding the renewal of the service was sent at the following increments prior to the renewal: 90 days, 60 days, 30 days, 15 days and 5 days. These notices stated the domain name would be automatically renewed upon its annual expiration unless additional action was taken.  GoDaddy sent renewal notices prior to latest product renewal on:• July 20, 2015• August 29, 2015• September 28, 2015• October 13, 2015• October 23, 2015GoDaddy provides customers with full control over the automatic renewal feature.  Customers may, at any time, log into their account and modify this preference.  Our customer contacted our 24/7 Customer Care teams following the renewal transaction and was properly informed a refund for the transaction was not applicable.   RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.  GoDaddy proactively sent email notifications to our customer which informed them of the pending product renewal.  These notices stated the domain name registration would be automatically renewed upon expiration unless further action was taken.  GoDaddy has paid the associated Registry for our customer’s domain name renewal and cannot absorb the fees incurred due to non-action within their account.  Again, account management is a customer responsibility. If our customer chooses to cancel the domain name registration, as a one-time exception to our Refund Policy and gesture of good will, GoDaddy will provide a refund for the latest private registration portion of the renewal transaction.  Our customer may contact our office directly at [email protected] to notify us of the cancellation. Education:Our customer may also find the following support articles helpful:Managing Renewals for Products and Services –https://support.godaddy.com/help/article/725/managing-renewals-for-products-a...⇄ .CO Domain Names -https://support.godaddy.com/help/article/5806/about-co-domain-namesRefund 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 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. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. These agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On June 3, 2011, our...

customer purchased 3 domains, each for a 5-year term, via online transaction.  During this transaction, our customer added Protected Registration to the domains.  Protected Registration is the highest level of domain protection that GoDaddy offers.  This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain. Domains with this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by the domain's registrant submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Team.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The Protected Registration service is functioning as advertised, keeping the domain from being canceled without proof of identification.Our customer submitted their request to cancel the Protected Registration service on May 6, 2016.  Our Domain Services team provided options to our customer via email to continue with the Protected Registration cancellation process.  It is the customer’s responsibility to submit this information, and we highly recommend they continue working with our Domain Services team.Our customer can also update any of their contact preferences at any time by utilizing the instructions at the following link:  http://support.godaddy.com/help/article/6063.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

The emails I kept from GoDaddy since 2014 are helpful to give constructive criticism here and clarify the issue at hand. FOR THE FULL SET OF MY COMMENTS RESPONDING TO GODADDY'S ALLEGATIONS, DATE BY DATE, PLEASE SEE THE ATTACHED DOCUMENT. A business can have all the terms and conditions it wants. The question is: Is the company above board with its consumers or not so much? Is the practice of giving free products "included" with a chosen plan and then automatically renewing the free products, now with a fee, and without sending the consumer a "purchase receipt" of any kind, fair business practice or even good faith? 
TO ILLUSTRATE FUTHER, THERE IS A DIFFERENCE BETWEEN: 
(1) NOT THE CASE AT HAND - A CONSUMER SPECIFICALLY SIGNING UP FOR A FREE TRIAL AND PROVIDING A CREDIT CARD FOR AUTO-RENEWAL AT THE END OF THE TRIAL PERIOD OF THAT SPECIFIC SERVICE  AND GETING BILLED BY THE COMPANY MONTHLY; AND 
(2) THE CASE AT HAND - A CONSUMER BEING GIVEN FREE PRODUCTS WITH A FEE-PRODUCT ORDERED. THEN AFTER THE CONSUMER (IMMEDIATELY) CANCELS THE FEE-PRODUCT WHICH "INCLUDES" THE FREE PRODUCTS, THE COMPANY KEEPING THE FREE PRODUCT ON THE ACCOUNT AND THEN AUTO-RENEWING THE FREE PRODUCT FOR A FEE (USING THE CREDIT CARD CONSUMER PROVIDED FOR THE FEE-SERVICE), WITHOUT THE COMPANY SENDING THE CONSUMER A "PURCHASE RECEIPT" WITH THE COSTS OF THE PRODUCT THAT SPECIFIES THAT S/HE HAS ACTUALLY PLACED AN ORDER.  THIS BUSINESS PRACTICE IS PARTICULARLY TROUBLESOME WHEN THE COMPANY APPEARS TO SEND PURCHASE RECEIPTS AS A MATTER OF COURSE. IF A COMPANY SENDS PURCHASE RECEIPTS IN ONE INSTANCE, HOW DOES IT JUSTIFY NOT SENDING THEM IN ANOTHER IN GOOD FAITH AND AS FAIR BUSINESS PRACTICE?  IS THAT INTENTIONALLY OBFUSCATING THE BILLING THAT IS TAKING PLACE FROM THE CONSUMER?

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 AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 1, 2015 the complainant contacted our Customer Care Center to request a cash disbursement of In-Store Credit’s within their GoDaddy account. Per our Refund Policy these were processed to the financial institution(s) associated with the original transaction(s).  GoDaddy has confirmed the payment to and provided the complainant with the ARN(s) (Acquirer's Reference Number) associated with these transaction(s).GoDaddy considers this to be a dispute between third parties in which we cannot become involved.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[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Thank you for the opportunity to address the additional concerns presented by our customer. GoDaddy stands by its previous response.  The products in question were explicitly advertised with GoDaddy’s Web-Based Email plans, and were also included on the purchase receipt.Online Storage and Online Calendar, as with most GoDaddy products, are separate products, and may not automatically cancel when another product in the account is removed.   GoDaddy attempted to notify our customer proactively via email prior to renewal, and also sent a transaction receipt after the products’ renewal, with both emails sent to the address on file.  GoDaddy simply has no control over what happens to the email notices after leaving our system or how the customer's ISP or email client chooses to handle the email. Additionally, if our customer changes their email address we simply have no way of knowing what their new one is unless they inform us by updating their account. Account management and renewal preferences are solely a customer responsibility and our customer agreed to this upon doing business with GoDaddy. While we make a best effort to partner in our customer's success our customer must also be responsible for their actions or lack thereof.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

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 a domain name via...

an online transaction, our customer acknowledged the following agreements:• GoDaddy Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe most recent version of these agreements can be found at the following URL:https://www.godaddy.com/legal-agreements.aspxOne 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:We value our customer's business and have acted in good faith to uphold our agreements with them.  The Protected Registration service which they had purchased is functioning as advertised; keeping the domain from being canceled or transferred to another registrar without proof of identification. As a gesture of goodwill, we have refunded the cost of our customer's latest Protected Registration renewal in the amount of $49.96. They have 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 that our customer has been corresponding with, the service may then be canceled.Thank you for the opportunity to address the concerns presented by our valued customer.Kind regards,[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address the additional concerns presented by our customer. GoDaddy does not block listings from being updated by other services such as [redacted] and has no control over the content in question. We suggest our customer continue to work with [redacted] and [redacted] to resolve their concerns. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy