GoDaddy.com

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. The latest version of these agreements can be found at: [redacted]
On...

April 7, 2016, our customer purchased a Website Builder plan for three years. Included with this purchase was a free domain for the three year term.On July 19, 2016, our customer contacted GoDaddy to cancel the Website Builder plan and the domain. They were advised, per GoDaddy's refund policy, that the transaction in question is beyond refund eligibility.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
As a onetime exception to our refund policy, we have refunded the remaining time for the Website Builder after deducting our cost for the domain and the three months Website Builder was in use. While the domain was free to our customer with the purchase of Website Builder, GoDaddy still incurred a cost for the registration of the domain. GoDaddy has already provided the money to the Registry and we are unable to recoup these funds. Refund deductions for free domains are discussed in the terms agreed to by our customer.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,Stephen J[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 GoDaddy account in question; and would like to present the following information.Prior to the purchase of services, our customer acknowledged...

our Universal Terms of Service Agreement, available at [redacted]As described in the agreement referenced above, if there are active products or services in a customer account, there must be at least one valid payment method on file. Our customer has disabled the automatic renewal setting for their currently active services, instructing our system not to renew upon expiration.  Only upon the removal of all products and services from the associated account may all payment methods be removed.RESOLUTION:GoDaddy upheld its agreements with our customer.  Furthermore, Go Daddy cannot completely remove a customer account from our system as we retain and use this information if necessary in order to comply with our legal obligations, resolve disputes, or enforce our agreements.  However, once all products and payment methods have been removed from an account, the account may be placed in a “deactivated” status.  This practice is discussed in our Privacy Policy located at the link below.[redacted] Once all services and payment method(s) have been removed from the account, our customer may send a request to deactivate the account, along with their 4-digit Call-In PIN, to [redacted].Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.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 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

•  Workspace Service Agreement

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

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

When our customer agreed to our terms they acknowledged that GoDaddy makes no representations or warranties regarding the use of third-party software.

The email issues our customer has encountered are directly related to their use of such software, not GoDaddy's services. Though we do not directly provide support for third-party products, GoDaddy has made every effort to assist our customer with their issues.

GoDaddy has performed extensive testing on the email service we are providing and have determined that it is functioning as intended.

Resolution:

GoDaddy sincerely values our customer's business and has upheld its agreements with them in good faith. While we regret the trouble our customer has experienced, the issues they have presented are beyond the control of GoDaddy.

We encourage the customer to contact their software vendor to open discussions about how to resolve the issues they are experiencing.

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

Kindest Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

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

Scottsdale, AZ 85260

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

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

Dear Dispute Resolution Consultant

Thank you for bringing this matter to our attention. We have reviewed the complainant's additional comments to which we would like to present the following.

As stated in our previous response, our email services have performed as expected. We will stand by our goodwill gesture offer of Email Essentials or Business Essentials for a one month term at no cost. Should our customer wish to accept they may contact us directly at ###-###-#### or via email [redacted]@GoDaddy.com.

Thank you for the opportunity to bring clarity to this matter.

Best Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

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

###-###-#### 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.

 

On February 21 2014, our customer...

acknowledged the following agreements:

• Universal Terms of Service

• Domain Name Registration Agreement

• Domain Name Change of Registrant Agreement

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

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

GoDaddy takes the security of our customers’ accounts and domain names very seriously. As most domain hijackings occur shortly after a change of registrant is performed on a domain name, GoDaddy’s Change of Registrant Agreement was implemented to help protect our customer from such thefts. Our customer expressly agreed to a 60-day lock (“Transfer Prohibition Period”) on their domains when they changed the Registrant’s contact information.

Resolution:

GoDaddy in good faith upheld its agreements with our customer. Our customer agreed to revert the changes they made to the Registrant contact information. As such, we have lifted the lock and the domains are now available for transfer.

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

Kindest regards

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 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 Agreement

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

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

On January 26, 2014 our customer completed an online purchase of GoDaddy's Quick Shopping Cart for one year. This transaction occurred without the guidance of a GoDaddy support representative. The purchase price was $74.23.

Resolution:

GoDaddy values our customer's business and has acted in good faith in upholding the agreements with them.

As a onetime exception to the terms our customer agreed to, GoDaddy will issue a full refund totaling $74.23. We hope to earn our customer's future business and regret to see that we were not able to meet their expectations.

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

Kindest Regards

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[I would accept this resolution if the company had not sent me an email, that day, stating it was going to be gone if I did not pay my bill, I clicked to pay it, and it was already gone. Why did they delete files then send me an email claiming this was my last chance to pay it. If I had went the day after the email date to pay it and discovered it was gone then that would be my fault, however I went that day. The email was send at 4am and I attempted to pay around 6am that very day. The email claimed I still had one chance when in fact the product had already been deleted, which is my major complaint. This is false information provided by the business. If you are going to delete something then do it after you have sent the final warning, not before. I had been in the hospital and had an emergency c section, I had complications and almost passed away. I did not know the bill was past due because I was unable to get to a pc or check anything, I was more concerned with my health, this is not the fault of the company, however when I go and check my email I received one saying I could still pay. This was not the case when I loaded my account. I spoke with someone that very day about it too and when I asked why they sent an email stating I could still pay when I in fact could not, there was no real reason given just a simple "I'm sorry". That in my opinion is bad business, they need to honor that email for the day it was sent!!!!]

Regards,

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 the following agreements:

• Universal Terms of Service Agreement

• Workspace Service Agreement

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

GoDaddy appreciates our customer's candid feedback and will ensure that any training opportunities that may exist with our staff are addressed with our customer care managers.

On June 22, 2014, our customer, or another party with account level access, deleted the email address in question. On June 23, 2014, our customer contacted support because their email was not working. Our support staff, after determining that the address had been deleted, recreated the address on behalf of our customer.

The internal information being requested by our customer can only be obtained via subpoena. They may wish to review our subpoena policy located at:

Resolution:

GoDaddy sincerely values our customer's business and has acted in good faith in upholding the agreements with them.

The email was not deleted by GoDaddy and we cannot absorb the cost of the customer's client bill and have no agreement in place with the customer to this end. GoDaddy offers 24/7 technical support to our customers to assist them with their accounts however, if the customer does not contact us we have no opportunity to help prevent these kinds of errors from being made by someone logged into the account.

Thank you for the opportunity to address and bring clarity to the concerns presented by our 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 would like to present the following.

 

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

agreements:

 

• Universal Terms of Service Agreement

• Domain Registration Agreement

• Domain Name Proxy Agreement

 

The latest version of these agreements may be found at:

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

 

Our customer purchased four domain names for a two-year term and opted to add our Protected Registration service.  The domains and associated Protected Registration service renewed automatically per our customer’s account settings.  We did attempt to proactively notify our customer multiple times at the email address listed on their customer account prior to renewal so they could adjust their services as needed.

 

RESOLUTION:

 

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

 

As a one-time exception, GoDaddy has refunded the cost of the Protected Registration (totaling $263.76) and has deactivated the automatic renewal for the domain names.

 

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

Kindest regards,

 

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 the Go Daddy account in question to which we would like to present the following.

 

We stand by our previous response regarding our customer's Quick Shopping Cart Account and the nonstandard support they have they continued to request. These requests fall outside the scope of our Universal Terms of Service Agreement and are unrelated to our products and services. 

Additionally, GoDaddy support teams have provided timely and proper information to our customer about our products and services multiple times. 

 

We understand that we cannot meet every customer's needs although we strive to do so. Our previous offer stands and should our customer desire to cancel their Quick Shopping Cart we will be happy to provide a full refund. If they desire to take advantage of this offer they can contact this office directly.

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

Kindest regards, [redacted]  [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

·         Website Builder Service Agreement

The complainant created two separate GoDaddy accounts online, purchasing the same product in both accounts. Both accounts had separate and clearly distinctive individual login data.   With both accounts, GoDaddy followed the complainant's instructions for

renewal in a good faith effort to honor our agreements with the complainant. On August 5, 2014 the complainant canceled the Website Builder products in both accounts. GoDaddy's products and services performed as advertised and expected.   The complainant was not overbilled. GoDaddy followed the complainant's renewal instructions and allowed them full access over the account to modify their preferences at any time.  

RESOLUTION:  

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

We have refunded 3 months of the Website Builder service to the complainant totaling $29.97 as a onetime exception.  

Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.  

Kindest Regards,

Office of the CEO - GoDaddy

Scottsdale, AZ 85260

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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 is not a GoDaddy customer, nor has GoDaddy...

entered into any relationship or agreements with the complainant.  The complainant has expressed concerns regarding unsolicited emails they have received from the Domain Name in question. RESOLUTION: GoDaddy is only the registrar of record for the Domain Name in question. GoDaddy does not have any affiliation with the site itself nor is it the host or email provider for this Domain Name. The Domain Name in question is hosted at the IP address [redacted]. We suggest the complaint contact the hosting provider who manages that IP address. Additionally, 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:  GoDaddy takes any abuse of its services very seriously. If a website utilizing GoDaddy’s services is identified hosting any abusive content (knowingly or not), such as distributing malware, hosting phishing sites or sending Spam, we urge you to report it to us at our Abuse Report Center, which can be reached through the following link: [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]GoDaddy[redacted]###-###-#### Phone

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

agreements upon conducting business with GoDaddy: •    GoDaddy Universal Terms of Service Agreement•    GoDaddy Domain Name Registration Agreement•    GoDaddy Website Builder Service Agreement•    GoDaddy Workspace Service Agreement•    GoDaddy Hosting Service Agreement The latest version of these agreements can be found at: [redacted] On November 17, 2013, the complainant purchased a Domain Name and Unlimited Email Plan through the GoDaddy website.  Both products were purchased for a one-year term.   On November 27, 2013, the complainant purchased a Deluxe cPanel hosting account for a one month term.  Per the complainant’s account preferences, their Unlimited Email Plan automatically renewed on November 17, 2014, and their cPanel hosting plan renewed on 27th of each month from December 2013 to October 2014. The complainant is requesting a refund for these renewals. RESOLUTION:  GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. GoDaddy provides its customers with full control over the automatic renewal feature of their products. Customers may also at any time, log into their account and modify their preferences. GoDaddy also sent the complainant email notifications of the pending renewals prior to taking renewal action as directed by the complainant.  Account management is a customer responsibility. As the complainant canceled the email plan in question within 45 days of the annual renewal, GoDaddy has processed a refund for the renewal of the Unlimited Email Plan in accordance with our Refund Policy.  As an additional goodwill gesture, we have also processed refunds for the cPanel hosting plan renewals from January 2013 to October 2014.   The complainant may need to allow 5 to 7 days for these refunds to be reflected at their financial institution.  EDUCATION: The complainant may find this article on canceling products helpful:  Canceling Products[redacted] Additionally, future refunds would be provided in accordance with GoDaddy’s refund policy, available at the following URL: Refund Policy[redacted] Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards,[redacted]Office of the CEO - GoDaddy[redacted]###-###-#### 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.I did not set my preferences for a 2 year auto renewal.  I also don't believe I ever agreed to the refund policy they are now trying to enforce.  If they were to automatically renew me, why would they make an assumption it was for a term that was 2 years.  Does this seem reasonable?   Then, when contacting them to resolve it why wouldn't they at a minimum refund in cash the unused portion.  I have no use for a store credit.  This is being offer so they can keep my money for services they will never provide.  They know this.  It was clearly explained.

Regards,[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:• GoDaddy Universal Terms of Service Agreement• GoDaddy Hosting Agreement• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted].  The complainant enabled 2-Step Authentication on their GoDaddy account which provides an additional layer of security.  2-Step Authentication requires an account holder to provide a numeric code received via text message along with their normal validation information to access the account.  2-Step Authentication is a security feature that GoDaddy offers our customers to prevent account and domain hijacking, we provide this valuable service at no cost.On February 24, 2015 the complainant provided the requested documentation and 2-Step authentication was removed from their account.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. Per the complainant’s request 2-Step Authentication has been disabled on their GoDaddy account. Should they require assistance in accessing their account they can contact our 24 Hour Customer Care Center at ###-###-####.EDUCATION:The complainant) might find this article useful:Disabling Two-Step Authentication[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy

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

conducting business with GoDaddy:·   Universal Terms of Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx?On March 20,2013, the customer purchased their domain name for one year.  GoDaddy does not review each domain when purchased with search engines for customers as we do not control the opinion of the search engines; it is the customer’s responsibility perform their own due diligence. On December 9, 2014, the customer called GoDaddy customer care and spoke with a supervisor regarding this matter. It was explained that they will need to review removing bad reputation for their domain name with [redacted] directly.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. Should the customer wish to modify the reputation with [redacted] they will need to contact [redacted] directly. Alternatively, they may use their favorite search engine as there are many help articles online for domain reputation.Education:The customer might find this [redacted] article useful:https://support.google.com/webmasters/answer/1663691?hl=enThank you again for the opportunity to address and bring clarity to the concerns presented by the customer.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:•    GoDaddy Universal Terms of Service Agreement•    GoDaddy  Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant has expressed a desire to access the content that is in a third parties GoDaddy account.RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy takes its commitment to consumer protection very seriously and cannot arbitrarily provide access to the content in question.  Furthermore this is a dispute between third parties to which GoDaddy cannot become involved. EDUCATION:The following URL will allow the complainant to reference our Privacy Policy: https://www.godaddy.com/Agreements/Privacy.aspxThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260

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.The account number is [redacted].  Go Daddy must have so many accounts in collection due to their illegal billing it  must be very difficult to locate the account in question.  The Domain name is atsbutte.com.  We have been notified once again from [redacted] that we will be unable to write checks at thousands of stores due to this company's inability to cancel an account at the customers request, and then have the audacity to say we owe them money.  

Regards,

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:•    GoDaddy Universal Terms of Service Agreement•    GoDaddy Hosting Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn March 19, 2012 our customer purchased an Economy Shared Hosting Plan for a one year term via their online GoDaddy Account. The Hosting Plan was subsequently auto-renewed for one year per our customers account preferences on March 19, 2013. Our customer called GoDaddy customer care on March 19, 2014 and during the call renewed the hosting and a domain name for an additional year.Per our customer’s account preferences, GoDaddy attempted to renew the hosting plan but were unable to do so as the bank associated with the payment method declined the request.GoDaddy sent notifications of our attempt and billing failures on:•    March 19, 2015•    March 29, 2015•    April 8, 2015Account management is a customer responsibility. On April 8, 2015 the hosting plan was cancelled due to non-payment. On April 30, 2015 our customer contacted GoDaddy’s customer care team to request an attempt to restore the hosting content. Our customer spoke with a supervisor who offered a goodwill gesture to waive our $150.00 restore fee.  GoDaddy does not provide hosting content recovery as a service but instead we will attempt to recover content as a disaster recovery process and cannot guarantee the content can be restored. Our Hosting Agreement, includes customers should be creating and saving independent backups of their website content.During the call, our customer also purchased a new hosting plan for the files to be placed if they were able to be recovered. GoDaddy’s hosting team worked diligently and vigorously to attempt a full content recover but were only able to recover our customer’s database which wasplaced in their active hosting plan. Our customer was notified of this on May 1, 2015 via email notification. On May 1, 2015 our customer contacted GoDaddy customer care and spoke with a supervisor again who explained no content could be recovered. The supervisor offered a full refund of the newly purchased hosting plan if  the customer chose to cancel the plan. However, our customer  declined this offer. Account management is a customer responsibility which includes maintaining backups of their websites. GoDaddy provided 10 days of live site service without payment and 10 additional days of suspended site service prior to cancellation of the hosting plan.RESOLUTION:  GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.We would like to stand by our previous offer of a full refund should our customer wish to cancel their hosting plan. Once the hosting is cancelled they may follow up with our office directly at [redacted]@GoDaddy.com or ###-###-####. Alternatively, they can also reach out to our 24/7 customer care who can also assist with the refund at ###-###-####.EDUCATION:The following GoDaddy Support article will be helpful in the future to our customer regarding managing product renewals. Managing Renewals for Products and Serviceshttps://support.godaddy.com/help/article/725/managing-renewals-for-produ...⇄ of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### 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.godaddy claims no responsibility for their weak ssl or their lack of knowledge on how to to fix the problem. I have spent countless hours working on my website only to still have it unproductive. I was making over $2000 a month in ecommerce before they installed my new ssl. My site was secure before the renewed ssl & orders were placed several times a day. Because it was unsecured for a month I have lost customers & income. I had to get a second job to compensate for the loss. Godaddy had me remove all my product photos (that have been on the site all last year) from my paid for business website to make it secure. Im at a loss how they can get away with treating me like this. Ive been using their service since 2009. Im not happy. Im going to contact my attorney and possibly file a law suit. 

Regards,