GoDaddy.com

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.

There were no failed logins, they had never re-enabled my account. The rep would not even check the status of the account, just kept telling me how to reset my password. I opened a brand new case and the new rep immediately said 'We are pleased to inform you that access to the "FiveDigitText" has been restored.' I was immediately able to get into my account after this second case restored my access. This is extremely poor support. It took several weeks of the first rep replying every 4-5 days and telling me that my account is not disabled. Then I got frustrated and opened a new case, which finally worked. I was locked out for at least an additional month, because they refused to check if it was still disabled. I had gone back and forth with them since September 2013, and finally got back in on 2/4/2014. They had told me that my account was re-enabled, and I just took their word for it without trying for myself. That's why I initially marked the case as closed. However, then I found out that it still wasn't working. That's when they kept telling me it was fine, but it wasn't fine.Incident ID where they finally acknowledged that I had still been disabled and then they resolved it: [redacted]I was down for about 5 months. I pay around $500 per year for hosting and all of my domains, so that means over $200 was flushed down the drain by their refusal to assist.Regards,

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 the hosting plan via an...

online transaction, the following agreements were acknowledged: • Universal Terms of Service Agreement• Hosting Agreement These agreements may be reviewed at https://www.[redacted]. Our customer was contacted by our Network Violations Team multiple times last year starting in September of 2013. Their website was over utilizing resources on the server which is a violation of our terms of service.  Due to the severity of the matter our administrators had no choice but to take immediate action to protect our network stability and to prevent the possibility of a service interruption for other customers. The customer’s database was disabled as a result which in turn restored normal operations levels to our shared served environment.  At this time our customer has complied with our Terms of Service and the issue has been resolved. Resolution: We value our customer’s business and have acted in good faith, within the bounds of the user agreements they had acknowledged.  While GoDaddy was not the cause of this issue and the customer was in violation of agreed terms, in a gesture of goodwill our hosting operations team has provided the customer with 2 months of service at no cost.  Thank you for the opportunity to address and bring clarity to the concerns presented by our valued customer.Best 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 additional concerns and would like to present the following.

The additional year of registration has been added to the domains in question, in accordance with our previous response.  Going forward any transfers will follow our standard extension time frames.

We welcome the opportunity to connect with our customer and would be happy to listen to any additional feedback they are willing to share, and can be reached at [redacted] or ###-###-####.

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

Kindest regards,

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer's concerns and we would like to present the following.Prior to the purchase of a Website Builder plan, our customer acknowledged the following agreements:•...

Universal Terms of Service Agreement• Website Builder Service AgreementThese agreements may be reviewed at https://www.[redacted].Our customer had contacted our support teams indicating the service did not contain a feature which a previous version of our product allowed.  RESOLUTION:GoDaddy acted in good faith to uphold its agreements with our customer.  The Website Builder plan they had purchased functioned as intended.  GoDaddy takes its customers feedback very seriously, and in fact it was this type of feedback which led to the creation of Website Builder v7. It is also this feedback which helps with the improvements of products in general and there are many excellent updates coming for Website Builder v7 in the near future.?  As the service did not suit their requirements, our customer has since canceled the Website Builder plan and we have refunded the $9.99 purchase price. Thank you for the opportunity to address and bring clarity to the concerns presented by our valued customer.Regards,[redacted]Office of the CEO

Dear Dispute Resolution Consultant,

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

We stand by our previous response. GoDaddy has received complaints and supporting evidence that this customer was sending spam from their domain name which is a violation of our user agreements. In order to use GoDaddy products and

services, our customers must not only abide by all applicable laws and regulations, which include the Can-Spam Act of 2003 and the Telephone Consumer Protection Act but also GoDaddy's policies.

As our customer has indicated, they have purchased a mailing list.  Therefore the recipients have not provided approval for the customer to send them unsolicited marketing emails.  Furthermore, members of the customer's purchased email list have reported the customer to our Abuse Department for sending them spam.

We have refunded the customer's in store credit to their credit card as a courtesy.

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

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

•     Microsoft Office Terms of Use

•     Domain Name Registration Agreement

 

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

 

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

 

On April 16, 2014 our customer purchased a domain name and email package. Later that same day, our customer contacted support team, canceled their original domain and purchased a different name. Our customer was then provided instruction on how to create an email address using the new domain. They customer created their email address using a domain they do not own instead of the name they had purchased. This appears to may been a case of a simple typographical error by our customer and is understandably frustrating.

 

This issue was identified by our support staff during a follow up call and corrected on behalf of our customer. Additionally, our customer was assisted in successfully gaining access to their GoDaddy account.

 

 

Resolution:

 

GoDaddy has acted in good faith upholding our agreements with the customer. The services purchased by our customer are working as intended. For any outstanding concerns they may have, our 24/7 support staff is available to assist them. Should they still wish to cancel their service, as a onetime exception to the terms they agreed to, GoDaddy will issue a full refund for any canceled product. They may contact our office directly to have this cared for.

 

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

Kindest regards,

No investigation was performed by Godaddy. I did NOT violate Godaddy's terms of services. We are not a rogue pharmacy. All of our pharmacies are fully licensed and accredited by pharmacy checker. com and other accredation organizations. We do NOT supply controlled substances. We DO require valid prescriptions for the non-controlled substances we do provide. The domains are still under suspension by godaddy and have NOT been transferred to another Registrar. The  domains in question are [redacted]. Go daddy's representative has been untruthful regarding this issue. No investigation was done at all or they would have immediately realized that we were in compliance.

I want to know exactly what they did to 'investigate' this issue. Godaddy has violated their own terms of service. Legal action is an option that is still on the table and ultimately will cost godaddy much more than giving me back my domains which were stolen by godaddy and their unethical employees..

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

• Domain Name Registration Agreement

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

Per their account preferences, GoDaddy was instructed by the customer to automatically renew their domain names. Prior to the renewal transaction, GoDaddy sent multiple notifications to our customer stating that the expiring items would be renewed automatically. Account management, including renewal preferences, is a customer responsibility.

Resolution:

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

Per GoDaddy’s refund policy, our customer is eligible for a refund, provided they cancel the domains that they no longer wish to keep. Our customer may contact our office directly for assistance in canceling the domains and to receive their refund.

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

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.There was never any notification of an automatically renewal. No notices via email, no receipt of payment, no notice via mail. As I have stated previously, had there been any sort of notification, I would have immediately cancelled the product as I never once used this product so paying for it wouldn't make any sense at all. GoDaddy should be required to show me where they notified me this would automatically be renewed and also provide copies of the notices they allegedly sent. It's alleged our conversation was recorded when I made this agreement with them, per supervisor [redacted] that I spoke with. They are purposely misleading customers by hiding details to continue billings on accounts. It's very deceptive and I can guarantee I am not the first person to experience this as [redacted] and [redacted], both from go daddy, confirmed. The funny thing about all of this is I contacted Godaddy recently to set up a mail service and here I find they've been charging me without authorization for 3 years now. Do the right thing and refund me for the charges you tried sneaking by me. Otherwise, I will just find another company to handle my needs. Pretty simple.

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 AgreementThe latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn December 3, 2014, our customer contacted GoDaddy support staff for assistance with setting up their GoDaddy email on a mobile device. Our customer was provided correct information and stated they would call back as needed.On December 11, 2014, our customer contacted our support staff because they were unable to send email from their mobile device. Our customer was again provided the correct settings. Additionally, our customer confirmed that sending email from their computer worked properly.Since our customer indicated that they were using the correct settings, along with the acknowledgement that they could send email from their computer, it was suggested that the issue may lie with the mobile device. Our customer indicated that they would visit their wireless provider. There has been no further contact with GoDaddy support staff.Resolution:GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.We understand the issue with their mobile device is frustrating, however, the email service provided by GoDaddy is working as intended. GoDaddy makes no warranties regarding the use of third party devices.We sincerely appreciate our customer’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.Education:The customer might find the following support articles useful.Making Sense of Email Clients: Desktop and Mobile[redacted]Finding Your Email Program's Settings[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###-###-#### 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 products and services our customer...

acknowledged the following agreements:* Universal Terms of Service Agreement* Hosting AgreementThe latest version of this agreement and other legal agreements may be found at: [redacted]On April 9, 2013, our customer contacted GoDaddy support staff via phone and purchased 1 year of hosting service. Our customer is correct in that they were eligible for a free domain name at the time of the purchase.For any hosting plan that allows for a free domain name, the purchase process includes a requirement to accept or decline the free domain, whether placed online or over the phone. As such, our customer would have been asked if they wanted the free domain by the support staff member who assisted them, much in the same way they would have been asked which operating system ([redacted] or [redacted]) they preferred.Since the original purchase, there is no record of our customer contacting GoDaddy support staff to let us know they did not receive the free domain. This complaint is the first time this issue has been brought to our attention.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 the customer. Account management is a customer responsibility.GoDaddy sent renewal notices prior to the expiration date on:* March 10, 2014* March 25, 2014These notices stated that the expiring items would be renewed automatically in accordance with their account settings. Our customer was also sent confirmation of the transaction on April 9, 2014. They did not contact our support team in regards to this transaction.As outlined in the terms our customer accepted, the automatic renewal option will renew the service in question for a period that is equal in time to the most recent service period. In our customer’s case, the prior service period was 1 year.GoDaddy, like many companies across many industries, offers introductory pricing on many of our products in an effort to attract new customers. Our customer is correct in that it is available for longer terms, however, the disclaimer displayed on the product page specifically states:“Special introductory pricing valid for the initial purchase term only. Product renewal pricing subject to change.”Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.Given the time that has elapsed since their hosting was renewed, along with the fact that the service is active and in use, we will not be issuing a refund for their hosting fees. Should our customer wish to cancel the hosting service, we will gladly provide them an In-Store credit for any time remaining on their plan at the time of cancellation.Though it has been well over a year since the purchase that allowed for the free domain, as a onetime exception, we will provide our customer with a 1-year domain registration at no cost, per the terms of the offer. Should our customer wish to accept this offer, they may contact our office directly.Education:The customer might find the following support articles useful.Managing Renewals for Products and Services -[redacted]

Refund Policy -[redacted]

Canceling Products -[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]

[redacted] Phone[redacted] 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.[Provide details of why you are not satisfied with this resolution.]  I was LIED to and was guaranteed my website would be on the front page of [redacted] within a month.  In fact, [redacted] hasnt even accepted my website after 90 days.  When I called to complain, I was TOLD I was lied to by the cutomer service rep after the fact.  The employee that pulled a classic bait and switch on me, conveniently was no longer with the company.  I believe this to be completely unethical in the least and borderline illegal.  I did not search out GODADDY for this service, they called me with the guarantee.   If I treated customers like this, I wouldn't last long.  

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· Domain Name Registration Agreement· Website Builder Service AgreementThe latest version of these agreements can be found at: [redacted]The complainant originally made two purchases on March 21, 2014. The first transaction was done online for a domain name for a two year term. The other transaction was made for an annual plan during a call with our Customer Care team for an SSL Certificate, Website Builder plan and a free domain name for the first year that came with a promotional offer for the Website Builder plan.  The complainant was at no obligation to utilize the free domain name offer but chose to do so by registering the .org domain name.During the call our Customer Care team did clarify why the customer was getting a second domain and offered to walk the complainant through cancelling the .org domain name as the complainant stated they did not need that domain name. Our support team also extended a goodwill gesture to refund one year from the two-year term of the .com domain name for the confusion if the complainant cancelled the .org domain but the complainant declined this offer.Per our customer’s account preferences, GoDaddy was instructed to automatically renew the .org domain name upon it’s one year term date and did so in a Good Faith effort to honor its agreements with the customer on March 22, 2015. Account management is a customer responsibility.GoDaddy sent renewal notices prior to the expiration date on:· December 21, 2014· January 20, 2015· February 19, 2015· March 6, 2015· March 16, 2015GoDaddy offers our customers a 45 day window to cancel a .org domain name from the date it was automatically renewed for a full refund. The complainant did not contact GoDaddy Customer Care regarding the domain renewal until May 18, 2015 which is beyond the timeframe for a refund per our Refund Policy.The complainant’s Website Builder product is active but has never been published by the complainant. In order for the website to be seen on the Internet, the complainant must first publish the website to make it live.  GoDaddy has attempted to work withour customer to the best of our ability but this step must be completed by the complainant.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.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.Our 24/7 Customer Care team is available to walk the complainant through how to publish their Website Builder product. As a measure of goodwill we would like to offer the complainant an additional three months on their Website Builder for any confusion when speaking with our Customer Care. If the complainant would like us to add the additional time they can reach out to our office for assistance.EDUCATION:The complainant might find the following GoDaddy Support articles useful: Refund Policy: [redacted]Publishing Your Website Builder: [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]

[redacted]

[redacted]

[redacted]

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• Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn May 14, 2014, our customer purchased a Website Builder and two domain names, each for a one-year term.  This was for a period ending May 14, 2015.  On May 14, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew their Website Builder service for an additional one-year term and attempted to do so in a good-faith effort to honor its agreements with our customer; however, our customer’s financial institution declined payment.  Our customer was subsequently informed by email of the failed renewal attempt and date of the next renewal attempt, which was May 24, 2015.On May 15, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew their domain name registrations, each for an additional one-year term and attempted to do so in a good-faith effort to honor its agreements with our customer; however, as before, our customer’s financial institution declined payment.  Our customer was subsequently informed by email of the failed renewal attempt and the date of the next renewal attempt, which was May 26, 2015.GoDaddy sent renewal notices prior to the domains’ expiration date on:     April 14, 2015 (30 days prior to expiration)     May 9, 2015 (5 days prior to expiration)GoDaddy also sent a renewal notice prior to the Website Builder’s expiration date on:     May 4, 2015 (10 days prior to expiration)These notices informed the customer their expiring services would be renewed in accordance with their account settings unless additional action was taken.  Account management is a customer responsibility.On May 24 and 26, 2015, respectively, GoDaddy successfully renewed our customer's products per their account preferences, honoring its agreements.Our customer contacted our support staff on August 13, 2015 (92 days after the expiration date of their services), requesting the cancellation and refund for the renewal.  Per our Refund Policy, certain domain names that automatically renew for a one-year term are only eligible for a refund if they are canceled within 45 days of their expiration date.  Our customer’s request for a refund for their domain renewals was, therefore, correctly declined.  Regarding the Website Builder, while the remaining unused months were only to be refunded as an in-store credit within the GoDaddy account, our agent made a one-time exception to the Refund Policy and returned the funds back to our customer’s payment method.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.We are happy our agent issued a refund for the unused time on their Website Builder.  However, GoDaddy is unable to receive a refund for the unused time on our customer’s domain name registrations; consequently, we are unable to refund our customer.  Therefore, if our customer would like to reactivate either of the domain names they canceled, they may do so at no charge if they are reactivated before September 12, 2015.  Beyond September 12, 2015, the domain names may be either unavailable or require an additional redemption fee.  Our office or our 24-hour Customer Care team can assist our customer with reactivating the domains, if they choose to do so.EDUCATION:Our customer may find the following GoDaddy Help articles useful:Refund Policyhttps://support.godaddy.com/help/article/8849/refund-policyManaging Renewals for Products and Serviceshttps://www.godaddy.com/help/managing-renewals-for-products-and-services...⇄ 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

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: [redacted]xThe customer made 4 payments for the hosting service in question as follows:1) An initial payment for a 3 year term on May 2, 2012. This payment was for the service period ending May 2, 2015.2) On May 7, 2015 the customer renewed the service for one (1) month via an online transaction. This was for the service period ending June 2, 2015.3) On June 19, 2015 the customer renewed the service for one (1) month via an online transaction. This was for the service period ending July 2, 2015.4) On July 17, 2015 the customer renewed the service for one (1) month via an online transaction. This was for the service period ending August 2, 2015.Per our customer's account preferences, GoDaddy was instructed to not automatically renew the customer's hosting service at the end of each service period and did so in a good faith effort to honor its agreements with the customer.On August 2, 2015, the customer’s most recent agreed and purchased term of hosting ended. After the customer’s agreed and purchased term ended, 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. GoDaddy then held the website data for an additional 10 days before the site content was deleted. In total GoDaddy provided 20 days of service without payment prior to cancellation. On August 22, 2015, the customer’s hosting service was canceled due to nonpayment.On August 13, 2015, the customer or another party with account access renewed other expiring services via an online transaction. The expired hosting service was still eligible for renewal on this date, however, it was not included in the transaction that was processed.When a hosting account is cancelled GoDaddy may retain the data for a limited time. The content is not stored in the customer’s account but rather on other servers that GoDaddy uses for disaster recovery, not for customer archival purposes. Per our terms of service (to which the customer agreed) it is the customer’s responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. The reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored.The customer is under no obligation to pay a restore fee to recover their website, provided they have their own independent backups of their content. Hosting restores are not a product that GoDaddy regularly offers, but rather a service that GoDaddy may provide in rare occasions when a customer does not have their own content independently backed up.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.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.As a onetime goodwill exception, GoDaddy will reduce the content recovery fee to $75. Should our customer wish to accept this offer, they will need to let our office know as soon as possible, as the recovery of their content is a time-sensitive matter. They will also need to purchase a new hosting plan prior to any attempt to recover their content.Education:The customer might find the following articles useful.BACK UP YOUR WEBSITE[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]

[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 the details that has been provided and would like to present the following.Contrary to the complainant’s statement the domain...

name in question is not and has never been registered through GoDaddy. Current Whois records indicate the domain name is currently registered through F[redacted]. Their website can be found at: http://[redacted]/Should the complainant wish to discuss the ownership of the domain name we suggest they contact the current registrant. Registrant contact info can be found through the Whois Database. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kind regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260

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• Workspace Agreement    The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn November 7, 2013 our customer purchased a Website Builder Business plan for a one-year term.  Our customer also received a domain name registration for a one-year term at no cost with the purchase of the Website Builder plan.  GoDaddy’s Website Builder is a proprietary, do-it-yourself, template based product to construct a website.  Website Builder provides free email addresses that may be used with the hosted domain name.  Customers are provided 1G (1000 MB) of space to split between any of those email addresses they may create.  On November 12, 2013 and September 10, 2014; respectively, our customer purchased an additional 3G (3000 MB) of add-on storage space to use with their email accounts.  Our customer had successfully renewed their services upon expiration in a timely manner until November 7, 2015.  On that date; per our customer’s account preferences, GoDaddy was instructed to automatically renew their services and attempted to do so in a good faith effort to honor its agreements with our customer.  However, our customer’s financial institution declined payment.  On November 16, 2015 our customer contacted our customer support teams for product renewal assistance.  Our customer renewed their Website Builder plan and domain name registration, each for an additional one-year term.  This is for the period ending November 7, 2016.  The additional email storage space to use with their free email accounts was inadvertently missed during the renewal process.  RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Our office has connected directly with our customer by phone. As a gesture of goodwill, we have provided our customer with 3G (3000 MB) of additional space at no cost to use with the free email addresses they received with their Website Builder plan.  This is for the period ending November 7, 2016. Our customer will be responsible for any future product renewals.  We appreciate our customer’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities.  GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - [email protected][redacted]

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant, who acknowledged and agreed to the following upon conducting business with GoDaddy:•    Universal Terms of Service...

Agreement•    Domain Name Registration AgreementThese agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 8, 2014, the complainant purchased a domain backorder via online transaction.  Domain Backorders are a service that help customers attempt to acquire a currently registered domain name if or when it becomes available for registration.   Placing a backorder is not a guarantee that the domain name will be acquired.   Included in this purchase bundle was a GoDaddy Auctions membership, and a 100 pack of GoDaddy’s DomainAlert Pro monitoring credits. On January 8, 2015 and January 8, 2016, respectively, GoDaddy was instructed to automatically renew the service in question per the complainant’s account preferences, and did so in a good faith effort to honor its agreements with the complainant.  Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements in good faith with the complainant and honored its terms of service.As the complainant has canceled the Auctions membership in question, a refund in the amount of $4.99 has been provided to their original payment method.  For future billing concerns, the complainant may contact our support teams via phone at [redacted] or via live chat on GoDaddy’s website.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address the additional concerns presented by our customer.
We stand by our original response. Our customer experienced issues with the statistics portion of their Website Builder plan. The website remained active and visible.
During multiple interactions, GoDaddy's support team was unable to provide our customer with an immediate answer or timeframe when the matter would be resolved. Once the problem was brought to our attention, our technical team worked diligently to resolve it.
Additionally, GoDaddy support teams also offered to assist our customer with setting up [redacted] as an alternative until the matter was resolved.  However, our customer declined.
GoDaddy has attempted to work with our customer to the best of our ability and has since resolved the matter. GoDaddy does not compensate customers for potential lost income or revenue and has provided our customer with a one-month Website Builder service renewal at no cost as a goodwill gesture. GoDaddy is unable to provide any additional goodwill gestures in association with this matter.
Thank you again for the opportunity to address the additional concerns presented by our customer.
Kindest regards,
Ken C[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. During the checkout process the purchase path includes an offer to add an Ultimate Hosting plan with a domain name purchase for as low as $9.99 with product limitations. These limitations include the verbiage explaining the purchase must be for a new 12, 24 or 36 month term.In addition, when modifying the term length in the shopping cart, prior to checkout, the pricing drop-down menu shows the hosting plans that receive a discount if they qualify. This way customers know up front if the term they are selecting is eligible for the discount before finishing the check out process.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Melanie V[redacted]Office of the CEO - GoDaddy