GoDaddy.com

Dear Dispute Resolution ConsultantThank you for bringing this matter to our attention. We have reviewed our customer's correspondence and the GoDaddy account in question to which we would like to present the following.Prior to the purchase of products and services our customer...

acknowledged the following agreements:• Universal Terms of Service Agreement• Website Builder Service Agreement• Online Store/Quick Shopping Cart Agreement• Domain Name Registration Agreement• Hosting AgreementThe latest version of these agreements and other legal agreements may be found at: [redacted]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 any improvement opportunities that may exist. GoDaddy strives to offer the best service levels in the industry.On December 30, 2014, our customer contacted GoDaddy support staff because certain elements of their website were not displaying as desired. Though our customer is using GoDaddy tools to build their website, the specific content in question was developed by our customer using custom code. While our programs allow for the inclusion of custom coding, it is our customer’s responsibility to ensure their code works within the framework of our programs. GoDaddy does not provide technical support for custom coding.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.One of the refunds our customer is seeking is for a product associated with a promotional offer. Specifically, their purchase of our Website Builder product included a free domain name for the same term, provided that they maintained the Website Builder service through the initial term.With our customer's decision to cancel Website Builder, coupled with their choice to keep the domain, we are unable to absorb the cost of the domain. As such, we will not be providing a refund in this instance. We have issued a $12 refund for their purchase of 1 year of Managed Wordpress Hosting.Education:The customer might find the following articles useful.GoDaddy's Statement of Support[redacted]Refund Policy[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards[redacted]Office of the CEO - GoDaddy[redacted] Phone[redacted] Fax

Dear Dispute Resolution Consultant,

 

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

 

Upon purchase of services, our customer acknowledged and accepted the following...

agreements:

 

• Universal Terms of Service Agreement

• Hosting agreement

 

The latest version of these agreements may be found at:

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

 

Per our customer's account preferences, GoDaddy was instructed to not renew the customer's account and did so in a good-faith effort to honor its agreements with the customer. Account management and data backup is a customer responsibility.

 

GoDaddy provided 10 days of live site service without receiving payment from the customer. When this 10 day period ended, the site was suspended for nonpayment and GoDaddy held the data for an additional 10 days. After this time frame (20 days of nonpayment) the account is deleted. If the customer does not have their own backups on hand GoDaddy will attempt to restore the site for the customer for $150.00. This not a punitive fee, but one to offset GoDaddy's labor and services cost.

 

Previously GoDaddy has waived two identical instances for this customer, absorbing labor costs of $300.00. GoDaddy also educated the customer and explained their responsibility in accordance with the above agreements.  

 

Resolution:

 

GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.  

 

GoDaddy previously absorbed $300.00 in costs for this customer and educated them to avoid this situation. GoDaddy cannot continue to absorb these costs in perpetuity.  

If the customer has questions or concerns that we can assist with our customer care staff is happy to assist them.

 

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

Kindest regards,

 

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

[redacted]. [redacted]. [redacted]

[redacted], [redacted]

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

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

I signed up for the quick shopping cart service upon it being recommended to me by a GoDaddy service associate. I later found out that it was not what I wanted or needed and almost immediately chose to cancel the service, without having completed set-up or even used the service for my website. The amount I paid for the service was unable to be refunded, so I used the money I had paid to add on another couple years of domain name reservation and hosting for my existing website. However, an associated merchant account was created with First Data Merchant Services, although I never directly authorized this account. I understand that this may be part of the service agreement with GoDaddy, however the terms are not obvious. Apparently I had unknowingly entered into a three year service agreement with First Data Merchant Service, whereby I would be charged $10 a month for the next three years. When I called to cancel my merchant account (never used), I was charged an additional $75 for terminating my contract early. The conditions of this agreement were never obvious or directly stated during the process of signing up for quick shopping cart via godaddy.

Godaddy did not properly secure my personal information. Example: doctors office asking for social security number on a sign in sheet.  I was unable to reach godaddy via email [redacted]@godaddy.com. Godaddy is attacked so often,  they stopped taking email in April 2014. I had a godaddy error where I take computer screenshot. I need to telephone/chat wait 45 minutes to speak/chat to agent and told to paint a verbal picture of screenshot.  I called godaddy who told me Revdex.com issue solved and rod F can not speak to me because Revdex.com issue is solved. Yes. Security is one complaint.  Other complaint is that a web hosting company requires me to make a 45 minute phone call to email a screenshot. Godaddy recently stopped email support. I can not tell a client that I spent 1 hour sending a screenshot email. So I can no longer use godaddy. Phone support also tries to upsell products.

Thank you for the opportunity to address the additional concerns presented by our customer. We attempted to call our customer to assist with finding the customer account but were unable to reach them. As previously mentioned, should the customer have the full credit card number they may reach out to our Billing team who would be able to review charges to the payment method. The Billing team can be reached 24/7 at 480-505-8855. Thank you again for the opportunity to address the additional concerns presented by our customer. Kindest regards, KayJay R[redacted] Office of the CEO- GoDaddy

Thank you for the opportunity to address the additional concerns presented by our customer. While GoDaddy sent expiration notices to our customer via email before the service's expiration date, GoDaddy simply has no control over what happens to the email notice after it leaves our system or how our customer's ISP or email client chooses to handle the email once they receive it. We appreciate our customer’s feedback regarding our refund policy, and will ensure their feedback will be shared with the appropriate parties within our company. As a goodwill gesture, we have refunded half of the renewal cost of the email plan and additional boxes, a total of $524.51.  Renewals of the email plan in the future will be at the current price at that time. Thank you again for the opportunity to address the additional concerns presented by our customer. 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 correspondence and would like to present the following.

Upon purchase of services, our customer acknowledged and accepted the following...

agreements:

• Universal Terms of Service Agreement

• Hosting Agreement

 

The latest version of these agreements may be found at:

 

Our customer canceled their [redacted] hosting account on June 18, 2014 to receive a credit towards the purchase of a Managed [redacted] hosting plan.  They used this credit to subsequently purchase the new service on the same day.  Because the [redacted] hosting had been canceled and the files were deleted, we were unable to migrate the site to the new server.  

 

Resolution:

 

GoDaddy has upheld its agreements in good faith with the customer.  While it is not possible to migrate data from an account that no longer exists, the customer is still able to install [redacted] on the Managed [redacted] account and restore the site from their own personal backup.

 

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

Kindest regards,

 

Office of the CEO - GoDaddy

[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 February 3, 2016 our customer purchased serveral services via an online transaction, including an Ultimate Web Hosting plan for a one-month term. After completing the transaction our customer contacted our support teams to request a price adjustment associated with their hosting service purchased. The hosting plan our customer purchased was displayed on our website at a rate of $14.99 per month. The $9.99 rate per month requested by our customer was only applicable if they had purchased an annual (12-month) term. Our customer was properly informed of the annual terms versus monthly terms and was charged accordingly.  RESOLUTION: GoDaddy upheld its agreements in good faith with our customer and honored its terms of service. We have connected directly with our customer to address their concerns and appreciate their candid feedback which has been shared with our customer care managers in an effort to identify improvement opportunities. As our customer had only purchased one-month of the hosting service in question, the discounted rate they had requested does not apply.   Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, Melanie V[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,

 They have not shown where I accepted this when I signed up. I never agreed to the terms.

Please refund my $70 as this is theft.

I showed where my customer requested to be on my mailing list, but you did not want to accept it.

This is absolutely untrue.  I corresponded with a rep BEFORE payment was deposited in my Paypal account to let him the Paypal account on file was no longer active.  He guided me through a process of adding a new Paypal account that was supposed to avoid the situation that occurred.  Despite my efforts to avoid payment being put into the deleted account, Godaddy deposited it there anyway.  I spoke with another rep, approximately 2 weeks ago who confirmed Godaddy DID receive the funds back from Paypal and he said to wait a few days, as funds would be deposited in the proper account.  So, you did get the money back, but never paid me.

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 8, 2015 our customer registered the domain name in question for a one-year term via online transaction. This is for the period ending January 8, 2016. On January 9, 2016; per our customer's account preferences, GoDaddy was instructed to automatically renew the domain and attempted to do so in a good faith effort to honor its agreements and the customer's financial institution declined payment(s).  GoDaddy proactively sent multiple notices pre- and post-expiration to the customer. GoDaddy sent renewal notices prior to expiration on:• December 9, 2015• January 3, 2016 GoDaddy also sent notices after expiration on:• January 9, 2016• January 13, 2016• January 20, 2016 These notices informed the customer their expired domain was at risk of being canceled unless additional action was taken. Account management is a customer responsibility. After expiration, GoDaddy (at our own expense) provided a 42 day grace period for our customer to renew or redeem their domain. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. The domain correctly followed the normal expiration life-cycle, was canceled due to non-payment, and has since been acquired by another party. That party has elected to list the domain for sale.  GoDaddy is unable to return the domain name to our customer. They may wish to contact the current registrant directly and discuss any options for re-acquiring the domain name.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,  John M[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response.  Refunds for canceled products within the associated account were refunded to In-Store Credit, available for future purchases with GoDaddy. Our customer has since utilized In-Store Credit to purchase additional products and services.  Those services remain active within our customer’s account. Our customer may view all purchase and refund receipts for the associated GoDaddy account within their Order History by using the instructions within our support article at https://www.godaddy.com/help/find-your-godaddy-receipts-[redacted]Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary HochbergOffice of the CEO - GoDaddy

I am a Godaddy client (not for too long) and have VPS, which is terrible and their support is even worse.

You must contact support ONLY via chat and they simply put on a queue.

My VPS has been completely down for at least 12 hours now, and after contacting them several times via chat, they only tell me that it is on queue for Admin to review it, whicle the server is completely down, so we cant use email, or access our site...How great is that for a company that claims "Award winning support"....

Don't waste you time, money and sanity with Godaddy.

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We stand by our previous response. The complainants Domain Name was in an expired status at the time of transfer and one year was added during the transfer process. Additionally, the complainant has been refunded the cost of that transfer as one time courtesy. Effectively the complainant paid GoDaddy nothing for their Domain Name transfer. GoDaddy cannot continue to absorb the cost of complainant’s Domain Name but should they wish to cancel and relinquish all rights to the Domain Name in question we will refund this most recent renewal as one time exception to our Refund Policy.Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

I have been using GoDaddy for many years to host various websites. All in all it's been an excellent experience, their website is easy to use and the customer service seems good. I am writing this right now because I just got off the phone with the billing department and after a 2 minute wait my issue was resolved in a total of roughly 5 minutes. I GREATLY appreciate that! I am happy to deal with a company like this that will take care of any issues expeditiously and is straight forward. Thank you.

Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by our customer, who acknowledged and agreed to the following upon conducting business with GoDaddy:•Universal Terms of Service Agreement•Domain Name Registration...

Agreement•Hosting AgreementThese agreements are found at: https://www.godaddy.com/legal-agreements.aspxOn January 3, 2015, our customer purchased GoDaddy’s Starter Managed WordPress hosting and a domain name via online transaction, each for a one year term.  Contrary to our customer’s understanding, automatic renewal settings for the domain name and hosting had not been disabled.On January 3, 2016, GoDaddy was instructed, per our customer’s account preferences, to automatically renew the hosting in question, and did so in a good faith effort to honor its agreements with our customer.  GoDaddy also attempted to renew our customer’s domain name per their account preferences; this transaction attempt was declined by our customer’s financial institution.  On January 8, 2016, GoDaddy automatically renewed the domain name per our customer’s account preferences.  Account management is ultimately a customer responsibility.RESOLUTION:GoDaddy upheld its agreements in good faith with our customer and honored its terms of service.Our customer was already refunded for the hosting renewal.  Our customer will need to cancel the domain name in question in less than 45 days from renewal to be refund-eligible.  Once canceled, they may contact our billing teams via phone or chat to request a refund.We also appreciate our customer’s candid feedback on our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented by our customer.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• Hosting AgreementThe latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn August 10, 2015, our customer contacted our support staff via phone to discuss the renewal of a Deluxe hosting service they had been utilizing. The service was not renewed during the interaction and the customer indicated that they would call back to renew their service. After this interaction ended, our records show a request was made from within the customer's account to downgrade their Deluxe hosting service to an Economy tier.Based on their complaint, it is evident the downgrade was not intended. However, there is no evidence that our support staff was in the account when the downgrade was requested.   Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.On August 11, 2015, our customer contacted support staff to renew their hosting. During this interaction, they were advised that in order to be switched back to the deluxe plan, an upgrade transaction was required, along with the renewal transaction to keep the service active. This resulted in a slightly higher cost than what our customer would have been charged had the downgrade never occurred. GoDaddy made a goodwill exception by issuing a refund for the difference in what they were charged and what they would have been charged for a single renewal transaction.We appreciate the customer’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards,[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by 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 Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.[redacted]On October 22, 2013 the complainant was provided with a SSL Certificate for a one year term as part of an offer GoDaddy was extending to our customers.  On October 23, 2014 that term expired and they chose to revoke the certificate rather than renewing it, this initiated a migration to a Server that does not support SSL Certificates. GoDaddy's technical support staff worked diligently and vigorously to resolve all technical issues the complainant experienced. 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. GoDaddy strives to offer the best service levels in the industry.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.  As a gesture of good faith we have provided the complainant with a refund for the most recent renewal of their Website Builder Account.  Please allow 5 to 7 days for this to reflect with their financial institution. EDUCATION:Our 24/7 customer care team is available to assist customers with any aspect of a GoDaddy account, including the management of SSL Certificates via phone at 480-505-8877 or by chat by visiting Support.GoDaddy.com.  The article referenced below discusses Revoking an SSL Certificate.Revoking an SSL Certificate –https://[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.  Best Regards,[redacted]Office of the CEO - GoDaddy

GoDaddy claims that I consented to terms that were stated PRIOR TO PURCHASE, BUT I DID NOT.
All I ask is that they back up their claim with some kind of proof. The fact that they cannot produce this proof is indicative of the fact that NO SUCH AGREEMENT was made at the time of purchase. The company refers to a link that discloses their policies, but this does not alter the fact that this information was not disclosed prior to the purchase.
Until GoDaddy can produce DOCUMENTATION that these terms were disclosed PRIOR to purchase, I can only assume that NO SUCH PROOF EXISTS!
I am afraid that the only way to clear up this matter may very well be via Small Claims Court or even a Class-Action lawsuit!

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.

Their letter was pretty insulting, they only blamed me and basically said out of the kindness of their hearts (aka appeasing the Revdex.com Gods) we will throw this amount of money at you to shut you up.  When it is wrong to charge for a service that can not be used and wrong not to inform the person but continue to charge month after month.  the reimbursed me for 5 months not 9.  they are unethical and condescending. 

Regards,