GoDaddy.com

Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx....

Companies must sometimes make the difficult decision to cease (“end of life”) a particular product or service for various reasons, such as offering next generation products/services, or original manufacturers no longer supporting products. On May 12, 2015, our customer was notified of GoDaddy’s decision to “end of life” the free hosting service they are utilizing.  This notification provided our customer with 37-days’ notice of the discontinuance of this hosting service to allow them time to migrate their hosting files to another hosting plan. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. Our customer was provided with a customer-specific code for an Economy hosting plan for a one-year term at no charge. Which they decided to not take advantage of. The domain name that automatically renewed on September 18, 2016 and was cancelled on the same day and is in the refundable timeframe. We have refunded the renewal amount for that domain and it should appear within the customer’s account within 5-7 days. Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards,   KayJay R[redacted] Office of the CEO - GoDaddy

Refund policy impossible to meet:
April & May After several phone calls with Dave W[redacted] explaining what we wanted he showed me an example of what our website and our online store would look like. What he showed us was great.
May 23rd I emailed him to call me so we could move forward.
May 24th Dave called and I purchased as a package everything that he suggested we needed to make our website work. $5876.08
June 3rd My assistant spent 4 hours on the phone with the design team, explaining again what we wanted.
June 13 she spent another 2 hours on the phone to explain AGAIN what we wanted 
Jun 28 I got an email saying our website was ready for initial review, already past their 30 day cancelation policy.
June 29th we requested changes to be made that were not completed. Go Daddy wanted to roll out website anyway. 
Jul 6 I got an email stating the changes that were to be made it would take 5 days.
Jul 18 I emailed them asking to review the changes
Jul 20 I called so we could review the revisions, they could not find our account, they finally located our account but nothing had been changed, they wanted another $180.00 to fix what they were suppose to have already revised.
Jul 20 I had enough, I decided to cancel everything, they said they would only refund a portion of the total cost because they had x amount of hours invested in the design already. I had several phone calls in trying to reach a solution with no success.
Aug 15 I called to see where my refunds where at, I was told it would take 2-3 days for them to show up. It was going on four weeks.
Aug 15 -16 I started seeing Refunds
Aug 19 I got an email stating they canceled the Online Essentials but did not issue a refund ($1258.20)

[redacted]  [redacted]

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 bringing the complainant’s additional comments to our attention.  As previously stated, the domain renewal purchase and our terms were agreed to by the complainant.  Registration time added to a domain after renewal is unable to be removed. GoDaddy cannot incur these cost for the complainant. Per our terms all of our products are prepaid and we do not offer payment schedules in these matters. RESOLUTION: We sincerely appreciate the complainant’s business and have upheld our agreements with the complainant. Previously we refunded the complainant $89.99 for their Domain Discount Club purchase as a gesture of goodwill.Kindest Regards,[redacted]Office of the CEO – GoDaddy

Dear Dispute Resolution Consultant

 

Thank you for bringing this matter to our attention. We have reviewed our customer’s correspondence and 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

• Website Builder Service Agreement

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

On January 25, 2014 our customer purchased GoDaddy’s Website Builder Plan. As part of a promotional offer the purchase included a free domain registration. On February 19, 2014 our customer canceled the Website Builder plan and requested a refund. In calculating the refund, the standard cost of the domain was subtracted from the refund amount.

Additionally, when our customer agreed to our terms, they agreed that refunds are only issued for domains that are canceled within the first 5 days of registration.

Resolution:

GoDaddy sincerely values our customer's business and has upheld its agreements with them in good faith. As a gesture of goodwill, GoDaddy will add a store credit to their account in the amount of $12.99, provided that they cancel the domain. Our customer may contact our office directly to have the store credit applied after the domain is cancelled.

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] N. Hayden Rd. Suite [redacted]

Scottsdale, AZ 85260

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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

• Workspace Service Agreement

 

The latest version of these agreements may be found at:

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

GoDaddy has diligently worked to address any issues that our customer may have experienced. The server the customer's service is utilizing is not in a state of disrepair. Our services have performed as advertised and expected.

Resolution:

GoDaddy has upheld its agreements in good faith with the customer.

As a gesture of goodwill we are willing to offer our Email Essentials or Business Essentials for a one month term at no cost to the customer. Hopefully, they will find this product to be a better solution for their needs.  If the customer agrees to this they may contact us at ###-###-#### or [redacted]@GoDaddy.com.

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

Kindest regards,

 

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

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Dear Dispute Resolution Consultant,

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

We sincerely appreciate our customer's feedback about their interaction with our staff. Our customer care managers will be apprised in an effort to address any improvement opportunities that may exist.

Per our customer's account preferences, GoDaddy was instructed to automatically renew our customer's products and did so in a Good Faith effort to honor its agreements with them. Account management is a customer responsibility. 

?* The charge in question took place on February 2, 2014

* ??The customer contacted GoDaddy February 19, 2014 to discuss their setting. The charge was not discussed during this interaction.

* The charge in question was discussed with GoDaddy on February 25, 2014. GoDaddy properly advised the customer that the domain names were no longer refundable.

* GoDaddy (a registrar) is unable to recover the fees paid to the registry for the domains in question and cannot absorb these

costs for our customer.

As a gesture of goodwill we offer our customer a one year membership in our Domain Discount Club (a $90.00 annual value) to ensure they receive the lowest prices

on domains for the next year. More information about this valuable service can be found on our website. If our customer wishes to accept this offer they can let us know in reply or contact us directly at [redacted]@GoDaddy.com. 

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

Kindest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

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

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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.I have cancelled several times. Please review both the telephone log and the email conversation in which I express this.I will open a case with [redacted] regarding this transaction.

Regards,

Dear Dispute Resolution Consultant,

Thank you for bringing our customer's additional comments to our attention.

As previously stated, GoDaddy has already absorbed the cost of services that were the customer's agreed responsibility to renew and cannot continue to do so.

As a final courtesy, GoDaddy has provided the customer with an in store credit of $30.00 which they may apply to the redemption of their domain names. This is a final courtesy. GoDaddy cannot continue to absorb the cost of any customer's services which are their agreed responsibility.

Thank you for the opportunity to address and bring clarity to the additional concerns presented.

Kindest regards,

Office of the CEO

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 receive a voicemail from the godaddy and I was assured by the representative I did talk to that she would contact me before the domains expired. I would like to renew said domains for the standard rate and not be coerced into paying more due to godaddy's interest in generating profit on them through an auction. I had every intention of renewing those domains. 

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.

You sold me a product without disclosing that because my website was "adversely affecting your server" my website would be down. Your service terms do not apply, because you misrepresented your product and told me that my website would improve when in fact it had the exact opposite affect. You lied to me and my issue was more than a hosting migration issue. You misrepresented yourself by migrating my website when it was "adversely affecting your server". Product liability occurs when the manufacturer or seller of a defective product allows that defective product to get into the hands of a consumer. When a manufacturer or seller misrepresents a product, that misrepresentation can be the basis for a product liability action.

Your product failed to warn me of the risk. The salesperson stated that your product was excellent when your company knew full well that my website was "adversely affecting your server. This goes beyond your terms and falls into the category of misrepresentation, and fraud. You also lied about the affect migrating would have on my website.

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 agreed to the following agreements upon...

conducting business with GoDaddy:

• Universal Terms of Service Agreement

• Hosting Agreement

The latest version of these agreements may be found at:

Our customer had been notified that the content of their hosting account was adversely impacting the integrity and performance of the shared server they were utilizing.  They were required to reduce and maintain their account-wide and per-directory file/folder counts within acceptable thresholds or face suspension. We understand that this situation is most likely not intentional.  However, we must protect the shared hosting environment which our customer's hosting plan resides.

During a customer requested migration to another type of hosting plan GoDaddy offers, problems occurred which were a direct result of our customer's improper hosting directory structure.  As a courtesy, GoDaddy's hosting administrators staff worked vigorously to restore our customer's non-compliant website from our backups to the state prior to the initial migration, which has since been completed.

RESOLUTION:

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

Our customer's hosting account continues to adversely affect our shared hosting environment. Our hosting administrators have provided our customer with specific details regarding the improperly configured directories within their hosting account which exceed the allowed file/folder directory count.

Our hosting administrators will review our customer's hosting account again on Wednesday, April 16, 2014. If our customer has not resolved their improperly configured hosting directory structure and file/folder counts which are not in compliance with our Hosting Agreement, the account will become eligible for suspension.

Thank you 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 would like to present the following.Upon purchase of services, on May 10, 2014, our customer acknowledged and accepted the following...

agreements:• Universal Terms of Service Agreement• Domain Registration Agreement The latest version of these agreements may be found at:  http://www.[redacted]As part of an ongoing effort to protect our customers and credit card holders from unauthorized online purchases, GoDaddy routinely requests payment verification for new purchases.  In conjunction with our Universal Terms of Service Agreement, our customer was requested to provide a copy of the payment method account holder’s government-issued photo identification, such as a driver’s license or passport.  They were also informed that if we do not receive the requested documentation that that order may be canceled.Because our Verification Office did not receive the required documentation to validate the order, GoDaddy canceled the services and issued a full refund back to the credit card holder on May 13, 2014.Resolution:GoDaddy has upheld its agreements in good faith with the customer and credit card holder.  We encourage our customer to continue working with our Verification Office and provide them with therequested documentation to fully resolve this matter.  Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards,[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant

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

Prior to purchasing their cPanel...

Hosting Accounts through the GoDaddy website the complainant acknowledged the following agreements:

•    GoDaddy Universal Terms of Service Agreement

•    GoDaddy Hosting Service Agreement

The latest version of these and our other legal agreements may be found at:  http://www.godaddy.com/gdshop/agreements.aspx

The complainant is attempting to use their hosting accounts to establish an external connection to a third party server, which is not supported within our shared hosting environment.

RESOLUTION:

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

GoDaddy support teams have provided timely and proper information to the complainant regarding our products and services. The complaints request to allow external connections from their hosting account is not supported. They were offered the option to move their content to a Virtual Private or Dedicated Server where this limitation does not apply and declined the offer.

 

Should the complainant desire to cancel their hosting accounts we will be happy to provide a refund for the time remaining on those accounts. These refunds will be to the original payment methods. 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 the complainant.

Sincerest Regards,

Office of the CEO

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 our Quick Shopping Cart service, our customer acknowledged and accepted the following...

agreements:• Universal Terms of Service Agreement• Quick Shopping Cart AgreementThe latest version of these agreements may be found at:[redacted]

Quick Shopping Cart is a service which GoDaddy provides where our customers may construct an online store to sell their products or services.  Customers that wish to accept credit cards as payment must also utilize a Merchant Provider.  It appears credit card payments for products that were purchased via our customer's online store were disputed by their customers. Resolution:GoDaddy has upheld its agreements in good faith with our customer. GoDaddy has no affiliation with our customer's online store other than being the service provider.  Ultimately, this is a dispute between third-parties; our customer, their customers and the Merchant Provider. GoDaddy will not become involved in third-party disputes. Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards,[redacted]Office of the CEO[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.

I am not happy with this resolution, the "office of the CEO" offered no result of being baited and switched.  The problem still comes down to several employees misleading me in my purchase, and when prompted by an associate as to where the details were on the "free email" accounts, they nor their supervisor could locate the spot.  So at this point I am not going to be spending more money with a company that even in their recording says "Let us help you with your business needs" well again I was mislead by being told they were the same.  I also find it misleading that no where on the site it says that there is any difference between the offered accounts with the website builders to the separate email accounts other than the 365 offered by [redacted].  So once this contract is dome I will be moving the site elsewhere. It is apparent that godaddy does not value their customers. 

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.[Provide details of why you are not satisfied with this resolution.]Sir,The argument of the Business (GoDaddy.com, LLC) clearly states that an error took place in their internal process while registering the domain in my name ([redacted]). Because of the error, either on the part of the "numerous third partysystems" through which Godaddy makes its multiple inquiries or on the part of Godaddy itself, I was able to successfully register the domain name ([redacted]).Thus, my argument being that the domain name should not have been shown as available for sale in the first place.If the business is right in its stand, then it will become extremely difficult for consumers to purchase a domain name. Since, a domain will be available for sale at one moment and after successfully completing the transaction with consideration a notice will appear which will indicate the registration has been unsuccessful. Followed by a refund initiation. Which is clearly the example of my case. Hence, I completely disapprove the Business's stand and request Revdex.com to take appropriate action in this regard.Regards,[redacted].

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:• GoDaddy Universal Terms of Service• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]While GoDaddy has customized the graphical interface (GUI) of the cPanel control panel, the API-based access and functionality remains the same as the standard cPanel.  When the hosting administrator (e.g. our hosting customers) sets up FTP accounts, they designate the home directory (or folder) to which the FTP user has access.  Likewise, when the administrator deletes an FTP user, they are also presented with an option to delete the home directory associated with that FTP user.  In the case of our customer, they associated the public_html directly to the FTP user.  The public_html directory stores the publicly accessible website files that make the website work.  When our customer deleted the FTP user, they also opted to delete the user’s home directory.  This action deleted the public_html directory, effectively taking their site offline.It is evident by their claim that our customer had no intention of taking their website offline; however, our system worked as intended and the cause of the file deletion was due to our customer’s actions, not a GoDaddy or cPanel system error.Regarding the $150 hosting-restore fee that our customer referenced, GoDaddy takes weekly full backups and nightly incremental backups of our server environments.  To restore the customer’s individual website, a GoDaddy server administrator would need to provision a new and different server, restore the weekly full backup and then the nightly backups incrementally to the time of requested restoration.  Once the server has been restored to the correct point in time, our server administrator would then FTP’s into the server and make copies of the customer’s website files.  They would then upload these copies to our customer’s current hosting account.  This process is costly in both time and manual effort.  To cover these costs, GoDaddy charges a nominal fee of $150.  If this restoration process must occur due to an error on GoDaddy’s side, we do not charge our customers.In our customer’s case, we are happy to learn that, in accordance with our Hosting Agreement, they were maintaining their own independent backups of their website files and were able to re-upload their website, bringing it live once again.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.  Our hosting systems worked correctly and as intended.Education:The following third-party and GoDaddy articles may be useful to our customer.• What is cPanel?  [redacted]• Removing Additional FTP Users from Your Shared Hosting Account [redacted]• Deleting the public_html directory when deleting an FTP user account:  [redacted]We hope this information will be useful to our customer to prevent any future issues.  If they have any questions, our friendly and knowledgeable customer care team is standing by to help and can be reached at ###-###-#### or by visiting [redacted] for live chat, help articles, and more.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.  Best regards,[redacted]Office of the CEO – GoDaddy

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.From the overview of GoDaddy's 'Domain Services', it states:"DOMAIN TRANSFERS   Transfer your domains to GoDaddy - it's fast, automated and risk free!  You keep all the time remaining on your registration and get a 1-year extension at no extra charge."  This information is plainly stated regarding the terms of service before signing-up.  It only makes sense to know what the terms of service are before embarking on anything like purchasing web hosting - or purchasing anything at all over the internet.  That's why terms are stated immediately and up front - and in plain english.  I am referring, of course, to:  "a 1-year extension at no extra charge"Again, this is information that is known to the customer before being introduced to such docs as "GoDaddy Universal Terms of Service Agreement" or "GoDaddy Domain Name Registration Agreement" (which only appear during the sign-up process).  However, any such docs are not needed in this case because the information of interest is plainly given in the Product and Services Overview (before signing-up).  Revdex.com:The following is information in addition to a response I made on 3/31/15 ("I do not accept the response made by the business ..").   (I did not see a link to add information directly to the web site):  More information regarding the Product Overview for GoDaddy's services (see attachment):"Transfer Your Domain  From only $7.99 and Free 1-yr extension" This says you are entitled to a free one-year extension.  The clause, "From only $7.99 .." is not exactly clear.  Most web hosts do not charge anything for domains (new or transfers).  I recall I stated that I am a current domain-owner and that I will purchasing web hosting and not 'parking' a domain.  If one is not purchasing web hosting, there could be a charge for 'parking' a domain and this could account for $7.99.  However, whichever terms the customer is dealing with, it appears the second year should not incur a charge.  [redacted](Consumer)

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.When I load the website domain that I wish to purchase it loaded an ad for GoDaddy.com. The domain name is unique enough that if I didn't put it in on GoDaddy the name would NEVER have been "purchased" in the first place. It's VERY shady business practice for them to purchase the names under an affiliated company and then try to sell them back to the customer at an increased price. This business practice needs to be stopped! I'm writing the AG to let them know how GoDaddy conducts business.

Regards,