GoDaddy.com

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

business with GoDaddy:•    Universal Terms of Service Agreement•    Website Builder Service AgreementThe latest version of these agreements can be found at: [redacted]On May 9, 2015 the complainant purchased our Website Builder and Search Engine Visibility services, each for a one-year term, via an online transaction.  Shortly after completing the online transaction, the complainant canceled the services within their GoDaddy account.After this cancellation, the complainant did not contact GoDaddy’s customer care teams to request a refund, and instead disputed the transaction via [redacted] on May 21, 2015.   RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy’s customer care teams are available 24/7 at [redacted]m.  On May 24, 2015, the complainant contacted our customer care center and received a full refund for the transaction.  As such, we consider this matter closed.Education:The complainant may find the following article helpful.Refund Policy –[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Gary H[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 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 August 5, 2007, the complainant registered the two domain names in question via an online transaction, each for a two year term. This is for the period ending August 5, 2009. At the time of purchase, the complainant also opted to add private registration services to the domain names via an affiliate company, Domains By Proxy. This service masks the registration information required by ICANN and replaces it with Domains by Proxy’s information.On May 10, 2009, the complainant manually renewed the domain names and associated private registrations, both for additional two year terms via online transaction. This is for the period ending August 5, 2011.On June 8, 2011, the complainant again manually renewed the domain names and associated private registration services, both for a four year term via online transaction. This is for the period ending August 5, 2015.On August 6, 2015, per the complainant’s account preferences, GoDaddy was instructed to automatically renew the domain names and associated private registration in question for an additional 2 year term, and did so in a good faith effort to honor its agreements with the complainant.GoDaddy sent renewal notices prior to and after the expiration date on:• July 6, 2015 at 4:09 AM MST (30 days)• July 31, 2015 at 5:44 AM MST (5 days)• August 6, 2015 at 7:51 AM MST (automatic renewal of domains and private registration)These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.As the complainant mentioned, they transferred the domain name registrations to another registrar on August 28, 2015. When a domain name is transferred between registrars, any registration time associated with the domain is transferred to that registrar as well.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The registration costs of the domain names are non-refundable as the complainant was already informed by our customer care center. GoDaddy has already provided the funds to the domain registries in question to extend the domains’ registrations, and it is an unfair proposition to ask GoDaddy to incur the cost of the complainant’s domain name registrations, despite the registration time transferring to the complainant’s new registrar.As the complainant has opened a dispute with PayPal, GoDaddy is unable to provide any goodwill gestures in the form of a refund. EDUCATION:The complainant may find the following links from our Help Center useful:• Refund Policy: https://www.godaddy.com/help/refund-policy-8849• Automatic Renewal: https://www.godaddy.com/help/automatic-renewal-19059Thank 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 additional concerns presented by our customer. Contrary to our customer’s statement, this matter has been thoroughly reviewed. The fees in question are non-refundable and were agreed to by our customer. It is also made clear that customer involvement in the website/logo building processes is required and the platform being used is a template based program. Thank 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. 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

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 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

The problem is all of the lies that were told me for two months. I was told at first there was a backup but, I would have to pay to have it restored. So I called back a couple of days later to talk to someone else then was told that I was within the thirty days of the moving so that it would not be a charge to have it restored. Next I was told that sorry they could not find a backup sorry. That was it nothing was done, I asked to speak with a supervisor or manager and was told that I would have to hold on after waiting after talking on the phone for an hour with a customer support person and I didn't have the time, so I ask if they could call me back and he said not they don't do that I would have to wait or call back later. I called back later and waited then there was some kind of excuse that the supervisor was busy and would call me back and I asked they do that? And this guy says sure. I waited for a call then nothing. I have been calling and asking to speak with a supervisor for over a month and never have I talked to one or have they CALLED AT ALL but, I was told they would. Then I spoke with one person that actually was some help and did what they said they would do. I had to ask for compensation it was not offered to me for my time, trouble and for then losing my data because of incompetence. I had asked about compensation many times before for all of my time wasted and my site being down for so long and all they said was sorry. They did send an email saying sorry but, enjoy 20 percent off your next purchase? When I got the two years free was the only time someone did anything and I was going to be content with that but, the next day the site was still not working after whatever they did and I had to call back again. It was down for three more days after they gave me the two years free so I had to deal with them over the phone for hours again trying to get this fixed. Please see attachments!!!

I did say that I was dissatisfied but I also said to go forward & make the site live as long as I had access to the photos etc.. then I would make the changes I wanted. Arden with the design team was the one that told me ok and consider it done. I started adding products to my store but wasnt able to preview them after saving or by going straigt to the site. I also got an email around this time that my account was about to expire & this was after I had already paid the $305. As it turns out they failed to update it on their end & as a result I was told that I had been adding my items to the online store when it should have been the quick shopping cart so I wasted all my time there. Chad walked me through where to put them & how & I proceeded again. Once again, unable to see my new work. He asked for photos of the error messages which I sent. He told me if I had any questions or problems to email him & he'd get right back with me. That didn't happen either. I finally called & was apologized to because he hadn't checked his emails. He asked me too walk him through how I was adding them because he still couldn't understand why so I did and was told I was doing it correct & shouldn't be seeing the error. As far as the design, that still hasn't been fixed. The legal part that I paid the additional $ for was never added. The only thing that has been done or added was 3 photos were added so I will pay for that but The rest was all my work when I hired you at the start. I was told more of the additional photos I chose from fotolia would be added to fill in the page & that wasn't either.  After all this I do not feel comfortable moving forward in case I had questions or ran into more problems with you & not being able to get help. I havent even gotten it while getting set up. I was told that I wasn't going to get a refund but I havent even gotten what I paid for. I'm still unable to make any money & still waiting for the store to be fixed and online. I'm over it

Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted]On April 7, 2014, our customer purchased Microsoft Office 365 plan...

for a two-year term with assistance from GoDaddy’s customer care.On April 7, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy proactively sent renewal notices to our customer prior to the renewal date, including on March 28, 2016.  These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As our customer has canceled the product, and as a one-time exception to GoDaddy’s refund policy, we have provided a refund for the unused portion of the product, a total of $306.29.All future refunds will be provided in accordance with GoDaddy’s refund policy:[redacted]We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[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.aspx.On September 12, 2015, our customer purchased a domain and Website...

Builder bundle, each for a 1-year term.  The bundle included a free SSL certificate and email plan for 1 year.On August 12, 2016, GoDaddy automatically renewed the SSL certificate for another 1-year term per our customer’s account settings in a good faith effort to honor its agreements with our customer.  GoDaddy sent renewal notices on June 13, and July 13, 2016 to inform our customer their service would be renewed unless additional action was taken. On September 12, 2016, GoDaddy renewed the Website Builder and email plans for another 1-year term per our customer’s preferences, honoring its agreements.  A renewal notice was sent September 2, 2016 to inform our customer the services would be renewed unless action was taken.GoDaddy provides its customers full control over renewal settings. Customers may, at any time, access their account and modify those settings. GoDaddy must also rely upon its customers for information that we would otherwise be unaware of, such as use of a new email address. Account management is a customer responsibility.GoDaddy’s support teams are available 24/7 to assist with account related concerns. Our customer had not contacted those teams prior to submitting this complaint. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office reached out to our customer via phone to discuss their concerns and clarify the events that transpired. GoDaddy submitted the applicable refund, $236.88, after our customer had canceled their services.   Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,

 

Thank you for bringing this matter to our attention.  We have reviewed our customer’s correspondence and the Go Daddy account in question to which we would like to present the following.

 

Prior to the purchase of...

products and services via an online transaction within their Go Daddy account, our customer acknowledged the following agreement:

 

• Universal Terms of Service Agreement

 

The latest version of our Universal Terms of Service Agreement and other legal agreements may be found at:

 

Go Daddy was instructed to renew the service upon its annual expiration and did so in a good faith effort to honor its agreements with the customer.  Automatic renewals are discussed in the agreement referenced above and are a customer responsibility. Go Daddy customers are able to modify their renewal preference at any time from within their account.  

 

Resolution:

 

We have spoken with our customer and assisted with the cancellation and refund. A full refund has been provided and should be received within 5-7 business days.

 

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

Kindest regards,

Office of the CEO

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

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

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,

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.

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 February 1, 2012 our customer purchased the three domain names in question...

for two years each. Prior to processing this order our customer acknowledged the following agreements:

 

·   Universal Terms of Service Agreement

·   GoDaddy Domain Name Registration Agreement 

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

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

Per our customer's account preferences, GoDaddy 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. GoDaddy also sent multiple notices to the customer prior to the renewal date to allow the customer time to adjust their account preferences. 

RESOLUTION:

GoDaddy acted in good faith to uphold its agreements with our customer; specifically, renewing the domain names upon their expiration date in accordance with their account preferences.  At this time the automatic renewal feature has been disabled for this customer's account.

 

As discussed in the Domain Name Registration Agreement, domain name renewals are non-refundable.  GoDaddy is unable to recover the funds paid to the registry for the renewal of the domain name in question and cannot absorb the cost considering we only followed our customers instructions .  Therefore, the domain names will continue to remain in an Active state until their expiration date.

 

Should our customer have any remaining questions in regards this matter, they may contact us at ###-###-#### or via email at [redacted]@GoDaddy.com.

 

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

 

Kindest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

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

Dear Dispute Resolution Consultant,

Thank you for 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

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 an annual Website Builder plan via an...

online transaction our customer acknowledged the following agreements:• Universal Terms of Service Agreement• Website Builder Service AgreementThe latest version of these agreements and other legal agreements may be found at:http://www.[redacted]As part of a promotional offer, the purchase included a free domain registration for a one-year term.  Customers are required to add the desired domain registration to their order prior to completing the transaction.  The complete details of the promotion are as follows:*One FREE .COM, .CO, .NET or .ORG with purchase of a new 12-, 24- or 36-month plan. Plus ICANN fee of $0.18 per domain name per year. You must add the domain name into your cart before purchase, and you must select a domain term length equal to or less than the term length of your plan to qualify for the free domain offer. If you purchase a domain name for a term longer than the term of the plan, you will be charged for the additional registration term at the then-current rate. Cannot be used in conjunction with any other offer, sale, discount or promotion. Free domain offer applies only to the initial purchase term. After the initial purchase term, domains purchased through this offer will renew at the then-current renewal price.Unfortunately, our customer did not take advantage of the offer and selected the "I Don't Want My FREE Domain" option during the purchase process.Resolution:GoDaddy sincerely values our customer's business and has upheld its agreements with them in good faith. Our office was unsuccessful in connecting with our customer via phone to address their concerns. As a gesture of goodwill and one-time exception, GoDaddy will provide our customer (at no cost for the first year term) an unregistered .COM, .CO, .NET or .ORG domain registration for a one-year term; the domain name must be available as a new registration only.  We respectfully request that our customer contact our office directly to have the domain name placed in their account. 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 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:[redacted]://[redacted] In review of our customer’s account and the websites referenced within this complaint, the issue is related to the customer’s coding, not the functionality of the GoDaddy hosting platform.  GoDaddy has worked vigorously to resolve all of the technical issues our customer was experiencing within our scope of support.  Regarding their hosting plan, they are using the same hosting plan that they purchased in July 2013.  If they wish to utilize a different hosting plan, they are free to purchase a new plan and migrate their data.  Any remaining, unused months of their current hosting plan may be refunded to an in-store credit once they cancel it.  This credit may be used for any new purchase or renewal within their account and does not expire. Resolution: GoDaddy has upheld its agreements in good faith with the customer. The customer may consider seeking help from an independent web developer to resolve their concerns that are outside of GoDaddy's scope of support. GoDaddy cannot provide compensation in this matter or absorb any related costs of hiring an independent web developer.  Education: GoDaddy's Statement of Support:[redacted]://[redacted]-**-[redacted]  Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards,  [redacted]Office of the CEO - [email protected]

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

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• Quick Shopping Cart AgreementThe latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn April 29, 2014, our customer purchased Quick Shopping Cart for 1 month. Quick Shopping Cart is a service which GoDaddy provides where our customers may construct an online store to sell their products or services. Customers that wish to accept credit cards as payment must also utilize a Merchant Provider.GoDaddy offers an application for a Merchant Provider account (a $59.99 value) with purchases of certain tiers of Quick Shopping Cart, however our customer was under no obligation to utilize this offer. If they have been assessed charges from the merchant provider, they would need to contact the merchant provider directly for further assistance in addressing their concerns. GoDaddy is not the recipient of these funds.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Education:Our customer mentioned TransArmor in their complaint. They may wish to visit the address below for more information regarding this service offered by the merchant provider.https://www.firstdata.com/en_us/smallbusiness/transarmor.html

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]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

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