GoDaddy.com

Dear Dispute Resolution Consultant,

We have reviewed our customer's additional comments and would like to present the following.

GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  Per GoDaddy's agreements with our customer, Go Daddy must attempt to first submit the refund to the original payment method used in a transaction.

GoDaddy has submitted the refund to our customer and the issuing bank associated with the payment method used has not rejected or returned those funds.   

The customer may wish to contact the financial institution to inquire how they handle funds returned to an account that may have been terminated. Only in the event the refund request is denied by our customer's financial institution may GoDaddy issue the refund in the form of a check.

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

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 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

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

In August 2010 our customer purchased a domain name and associated domain name certification for a two-year term.  This payment was for the service period ending August 2012.

In August 2012 our customer’s account preferences instructed GoDaddy to renew their services automatically for another two year term and we did so in a good-faith effort to honor our agreements with the customer.  This renewal was for the service period ending August 2014.

GoDaddy sent renewal notices prior to the expiration date on:

• May 3, 2012

• June 2, 2012

• July 2, 2012

• July 17, 2012

• July 27, 2012

These notices informed our customer their expiring items would be renewed in accordance with their account settings.  Account management is a customer responsibility.

In August 2012; following the renewal of our customer’s products, a member of our Customer Care team had connected with our customer via phone to ensure the renewals were desired.  Our customer had acknowledged the renewals.

In August 2014 our customer’s account preferences instructed GoDaddy to renew their services again for another two year term and we did so in a good-faith effort to honor our agreements with the customer.

GoDaddy sent renewal notices prior to the expiration date on:

• May 3, 2014

• June 2, 2014

• July 2, 2014

• July 17, 2014

• July 27, 2014

These notices informed our customer their expiring items would be renewed in accordance with their account settings.  

Go Daddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any action. These practices are discussed within both agreements referenced above.

RESOLUTION:

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

Our customer has processed a charge back with the credit card's issuing bank.  Per our Terms of Service, the associated product was removed from our customer’s account and the applicable funds have been returned to the credit card in question.  

There are currently no active products or payment methods remaining in our customer’s account.

Education:

For future reference, our Customer Care teams are available 24/7 at ###-###-#### or by visiting [redacted] to assist with any aspect of a GoDaddy account, including product renewals.  Our customer may have also managed their products by following the instructions listed in the articles below:

Canceling Products -

Managing Renewals for Products and Services -

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

Best Regards,

Office of the CEO - GoDaddy

GoDaddy.com

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I have reviewed the response made by the business in reference to complaint ID [redacted].  Although Go Daddy as a company did fix the issue regarding logging into my online account, the email issue is still not fix.  [redacted] is still merged to another individuals account/access. They are still screening my emails prior to them arriving into my inbox. I am "still" waiting to see the email from Spirit Airlines to "reset" my password.  What's taking so long? Who is blocking the email? Who is screening my inbox/sent/receiving mail?  What's taking Go Daddy so long to "unmerge" the accounts.Until this issue is not fix, I will not be a happy customer. Please have them UNMERGE the email accounts and secure my account.Thank You.Regards,[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.The customer acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• Universal Terms of Service• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 30, 2012 our customer purchased three domain names with our Protected Registration and did so via an online transaction.  More recently, on May 13, 2014 these services were automatically renewed per our customer’s account preferences. GoDaddy sent renewal notices prior to the renewal on:• January 31, 2014• February 28 2014 • March 2, 2014On December 16, 2014, the customer contacted GoDaddy’s support staff to remove the protected registration. Our representative then provided correct instructions to cancel the Protected Registration. Our customer has completed the process of removing the Protected Registration service from their domain name.  They may now cancel the domain name registration from within their accountOne of the features of our premium Protected Registration service is to protect against the cancellation/expiration of the domain name. Domain names which have this service cannot be canceled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  The Protected Registration service functioned as advertised; keeping the domain from being canceled without proof of identification.As a goodwill gesture, we have refunded our customer the protected registration charge. However, the domains themselves are no longer refundable.EDUCATION:The following GoDaddy Support articles will be helpful to our customer in disabling automatic renewal and/or canceling an unwanted product:Managing Renewals for Products and Services - https://support.godaddy.com/help/article/725/managing-renewals-for-products-and-...⇄ Products - https://support.godaddy.com/help/article/7468/canceling-productsRefund Policy -  https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### 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 Agreement

The latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx

The hosting service our customer is utilizing allows for unlimited storage space, however, as outlined in the terms they agreed to, there is a limit on the total number of files allowed. This limit is imposed to minimize the risk to the stability, performance, and uptime of the server.

Our customer exceeded their file limit due to undeliverable email that was being sent from their website. Email that cannot be delivered typically produces a bounceback email. In our customer’s case, these emails were stored in a folder on the server and accounted for a large percentage of their file usage.

Resolution:

GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.

To assist them in remedying this issue, our support staff has removed a significant number of these email files. By doing so, our customer should now be able to access the server to remove the remaining files. Should they need help in locating these files, our 24/7 support staff can assist them.

Additionally, our support staff has modified the server settings in an attempt to minimize a possible recurrence of this issue.

Should our customer still wish to cancel their hosting service, they are eligible to receive an InStore credit upon cancellation for any remaining time on their plan. Per GoDaddy’s Refund Policy, they are not eligible for a refund due to the time that has elapsed since the date of purchase.

We do want to thank our customer for their candid feedback regarding our support options. While web support is still available in the form of support articles, email support was discontinued due in part to feedback from our customers. The support options available at https://support.godaddy.com provide significantly faster response times to our customer’s needs.

Education:

The customer might find the following articles useful.

How do each of cPanel's resources affect my site?

https://support.godaddy.com/help/article/9323

Refund Policy

https://support.godaddy.com/help/article/8849

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

Scottsdale, AZ 85260

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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 to have sent an email on 23rd Jan. It was received on 24th Jan (I am in India and am 12 hrs ahead) Saturday post close of business. 24th and 25th were weekend and 26th Jan was a national holiday (Pres [redacted] was in India for republic day on 26th Jan). Like all businesses, we resumed work on 28th Jan, when we realized we have been locked out.Since then I have been repeatedly requesting to restore access so that files not needed can be deleted. I have also said I would like to move two sites out from godaddy to another host and need the databases for the move to be seamless, however even after being our host for more than 6 years (without any major infractions), godaddy refuses to allow us to move out sites to another host.Deleting cache files via ftp is taking very long. each day the sites are down, rankings and all associated marketing activities fall behind, not to mention the hurt on serps. If this is the way godaddy wants to conduct business with a customer who has been with them, since the time they were not even in India, so be it. I would have expected a response from the ceo office to reflect maturity and status of the chair, however seems even the ceo is not concerned with what a customer is asking for and what he has already said in his emails to his staff. These are your rules that I have accepted so you claim. Were they the same when I took hosting from you before 2009? Does anyone read the small print at the time of purchasing or just before payment is completed. Do you read the fine print on a bottle of laxative when you are buying for use? I am not saying I will not follow them, all I am saying is I have been with you many years, I need access to control panel for me to move two sites out to another host. I am already in the process of deleting cache files and files not required, however treatment like this is neither warranted nor appreciated, especially when there seem to be multiple delivery issues with your services including uptime (which was also brought to your customer service's notice multiple times, including in writing) Against a guarantee of 99%+, I received 88%.It would be better if you helped resolve the issue rather than throwing agreements in my face. 

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 Domain Name Registration Agreement• GoDaddy Website Builder AgreementThe latest version of these agreements can be found at: [redacted]On February 28, 2013 during an online transaction the complainant purchased the Domain Name in question with GoDaddy’s Protected Registration Service for a one year term. One of the features of our Protected Registration service is to protect against the loss of the Domain Name, through expiration or transfer. Domain names which have this service cannot be canceled or transferred until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.Per the complainant’s account preferences the Domain Name in question was subsequently auto-renewed on February 28, 2014.  On February 28, 2015 per the complainant’s account preferences, GoDaddy was instructed to automatically renew the service in question and attempted to do so in a Good Faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the expiration date on:• November 29. 2014• December 29, 2014• January 28, 2015• February 12, 2015• February 22, 2015The Domain Name in question expired after a failed billing attempt and was placed in a locked status on February 28, 2015. Notices after each attempt were sent to the complainant on:• February 28, 2015• March 4, 2015• March 11, 2015The complainant provided the required documentation to cancel the Protected Registration on March 11, 2015. The domain is now in a redemption status. If the complainant is no longer utilizing their hosting account they can cancel it at their discretion.. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. Account management is a customer responsibility. We have attempted to reach the complainant but have been unsuccessful. As a onetime courtesy we are willing to waive the redemption fee for them if they contact us while the domain is in an eligible status. Once the Domain Name has been redeemed it will be eligible to transfer.EDUCATION: The following GoDaddy Support article might be helpful in the future to the complainant for managing products and services:Transferring Domain Names to Another Registrar[redacted]Canceling Protected Registration[redacted]Canceling Products[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy

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 Hosting Service AgreementThe latest version of these agreements can be found at: [redacted]After speaking with the complainant they have acknowledged consenting to allowing a third party to use their credit card for GoDaddy services. Our billing system has worked as intended renewing the associated products per the third parties account preferences. This is a third party complaint.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.EDUCATION: The following GoDaddy Support article might be helpful in the future to the complainant for managing products and services:Accessing Your Order History[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]GoDaddy.com[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action is premature and would not resolve my complaint at this time.   For your reference, details of the offer I reviewed appear below.

Ms. [redacted] contacted me and a telephone meeting is scheduled for Tuesday, April 14 at 11:30 a.m..  In preparation for the meeting I emailed Ms. [redacted] ([redacted]) copies of the two letters I sent to GoDaddy that received no response (dated December 6, 2014 and February 24, 2015).  In addition, I have sent her a copy of the return receipt from USPS that shows that the December 6, 2014 letter was received and signed for on December 15, 2014 by a GoDaddy representative at the Scottsdale, AZ. headquarters. 

Regards,

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

business with GoDaddy:•    Universal Terms of Service Agreement•    SSL Subscriber AgreementThe latest version of these agreements can be found at: [redacted]

On October 17, 2014 the complainant purchased a Standard SSL certificate for a one year term.  This was for the service period ending October 17, 2015.On May 20, 2015, the complainant accessed their customer account and canceled the SSL Certificate from within the 'Payments & Renewing Items' section, which canceled the ability to renew the service in question at the end of its term. A SSL certificate is not completely canceled or removed until it is revoked. As the complainant did not revoke the SSL certificate, the service remained active.SSL certificates are issued in yearly incremental service periods.  Per GoDaddy’s refund policy, after 45 days of purchase, remaining years on a revoked SSL certificate may be refunded to In-Store Credit.  As the complainant purchased the SSL certificate for a one year term, the SSL certificate would be non-refundable.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The certificate in question is active and functioning as intended.  Due to the cancellation of the renewal ability the complainant would have to purchase a new SSL certificate at the end of the purchased term if they intended to continue to use GoDaddy’s SSL products.The complainant can access, manage, and download their SSL certificate directly via [redacted]If the complainant wishes to utilize the SSL certificate with another hosting provider, they may be able to rekey the certificate in question.EDUCATION:The following help center articles may be useful to the complainant for future reference:Rekey Certificate:[redacted]Working with SSL Certificates:[redacted]Refund Policy:[redacted]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[redacted]

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,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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 AgreementThe latest version of these agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn July 26, 2012 our customer purchased a Domain Name Backorder via an online transaction. Our Domain Backorder service helps our customers attempt to acquire a domain name if it becomes available for registration. Placing a Backorder does not guarantee acquisition of the domain name.On July 26, 2015 our customer cancelled their Domain Backorder Service.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.The article our customer mentions is correct. Refund requests for our Domain Name Backorder service  made after 45-days of purchase will be provided in the form of In-Store Credit. As such, GoDaddy has provided a full refund in the amount of $20.99 for the canceled Domain Backorder service as In-Store Credit, available for future purchases with GoDaddy. Education:Our customer may find the following GoDaddy support articles helpful:What are Domain Backorders? https://www.godaddy.com/help/what-are-domain-backorders-597Refund Policy:https://www.godaddy.com/help/refund-policy-8849Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Regards,

[redacted]Office of the CEO - GoDaddy

The credit card fraud agent refused to give me the email address for the registered agent to allow us to serve notice of there breach of our agreement via email as per there universal contract;
the breach involves there cancellation of our paid 2yr. domain name registration, after I satisfied there ID requirements by giving them access to our Corporate formation documents at the NM SOS website and sent a picture of the business account credit card that is in the name of our treasurer and the corporation and offered to send a copy of our corporate banking resolution, they then responded with an email acknowledging there satisfaction of the documents as being proof that we are indeed the responsible party.
They then refunded the amount and told us that we must repurchase the domain; I responded by telling them that we are only allowed so many transactions per month and that this would infringe on our other purchases that we are required to make in order to fulfill our exempt purposes, i.e. buying blankets and sandwich products to distribute to the homeless.
The issue at hand is that we formed a contract by purchasing the domain, we opened an account to host our new domain and transferred DNS to that host, we fulfilled the terms that were presented to us by giving them our credentials, they in turn breached our agreement by cancelling our account; and
we demanded the registered agents email address, to serve them with the notice of there breach of contract;
it is not our problem or fault that there agent refunded our domain fee, we did not ask them to do this; and
there policy is that they do not refund domain name registrations, so this was done outside of the terms of our universal agreement and was not done in good faith;
we just want our domain name agreement honored, as per our contract and our paid domain restored, regardless what the credit card agent thought was proper under the circumstance the contract is in breach and must be resolved.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

https://www.godaddy.com/legal-agreements.aspxOn November 12, 2012 the complainant registered a domain name via online transaction. During the purchase, they opted to add GoDaddy’s Protected Registration service, the highest level of protection for a domain name that GoDaddy offers. This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names, which have this service, cannot be cancelled or transferred until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.The complainant has now requested to cancel their domain name without providing government issued identification.Resolution:GoDaddy upheld its agreements with the complainant in good faith and honored its terms of service. The Protected Registration service functioned as advertised, keeping the domain from being canceled without proof of identification.The complainant has submitted a notarized affidavit in lieu of a government-issued photo ID and GoDaddy has cancelled the Protected Registration service.  The complainant remains responsible for canceling the domain name and may contact our Customer Care Center for assistance if necessary.The complainant may find the following article helpful:Cancel My Domain-   https://www.godaddy.com/help/cancel-my-domain-412Thank you again for the opportunity to address the concerns presented by the complainant.Kind regards,John M[redacted]GoDaddy – Office of the CEO

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: https://www.godaddy.com/legal-agreements.aspx As a normal course of business, it may be necessary for GoDaddy to migrate our servers. This is discussed in the terms agreed to by our customer. On April 12, 2016, our customer was migrated to a new hosting server.  During the migration, there were unexpected technical issues in moving our customer’s content. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. We have attempted to connect with our customer via phone to discuss their concerns.  GoDaddy’s hosting teams were able to review our disaster backups and locate our customer’s content.  As a goodwill gesture, our hosting teams have backed up the currently hosted content, and inserted the customer’s restored content to their account.  Additionally, GoDaddy has provided two years of hosting service to our customer at no cost. While we understand and regret that our customer may be seeking another provider, GoDaddy will not cover the cost to move their website. If our customer chooses to switch providers, any time already paid for on their domain registration will follow them to a new provider. Finally, although GoDaddy has a process for attempting data recovery, maintaining an independent backup to prevent against the loss of website content is not only a best practice, but is also a customer responsibility, as outlined 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

This is a non-response.  They can't even identify the account, but feel OK with holding on to $1300+???

Thank you for the opportunity to address the complainant’s concerns.The complainant is not a GoDaddy customer, nor has GoDaddy entered into any relationship or agreements with the complainant.  It appears the complainant may work for a GoDaddy customer, and may have received a...

call from GoDaddy’s Customer Development Team regarding the customer’s account.If our customer does not wish to receive outbound calls from our customer care team, they can contact our customer care center at any time and request to be placed on GoDaddy’s Do Not Call list.  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.Thank you again for the opportunity to address the concerns presented by the complainant.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 [redacted]
  RESOLUTION: GoDaddy upheld its...

agreements with our customer in good faith and honored its terms of service.  We were able to connect directly with our customer to address their concerns and provide an exception to our Refund Policy for this service. We consider this matter resolved.
  Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards,
  Melanie Van K[redacted] Office of the CEO - GoDaddy