GoDaddy.com

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

conducting business with GoDaddy:•    Universal Terms of Service Agreement•    Domain Name Registration Agreement
The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx
On November 13, 2008, the complainant registered the domain name in question for a 5 year term via online transaction.  This is for the service period ending November 13, 2013.  
On August 30, 2013, the complainant manually renewed the domain name in question for a one year term, extending its service period to November 13, 2014.  The domain was again subsequently renewed for an additional one year term by the complainant during an interaction with GoDaddy’s customer care center on September 9, 2013, extending the service period to November 13, 2015.
On November 14, 2015, GoDaddy was instructed to automatically renew the domain in question per the complainant’s account preferences and did so in a good faith effort to honor its agreements with the complainant.  Automatically renewed products renew for the original purchase term.
GoDaddy sent renewal notices prior to the expiration date on:•    October 14, 2015•    November 8, 2015
These notices informed the complainant their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.
RESOLUTION:
GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.
As GoDaddy is unable to receive a refund for the purchased time on the complainant's domain name registration we are unable to refund the complainant.  To prevent further unwanted renewals, we encourage the complainant to review their account settings and disable any products they do not wish to automatically renew.  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 the complainant.
Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260

Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following: 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 Per their account preferences, GoDaddy was instructed to automatically renew two Website Builder plans purchased by our customer upon their respective monthly expiration dates and did so in a good faith effort to honor its agreements.  GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility. Website Builder is a proprietary, do-it-yourself, template based product to construct a website.  Our customer appears to have incorrectly setup the plan purchased by them on September 18, 2015, utilizing a non-registered domain name.  RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. The services our customer purchased functioned as intended.  Our customer has since canceled the Website Builder plan purchased September 18, 2015. The refunds requested by our customer is not applicable. However, as a one-time exception to our Refund Policy and goodwill gesture we have refunded the fees associated with the canceled plan in the amount of $49.95. Any further refund requests will only be processed in accordance with our Refund Policy. Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards,KayJay R[redacted]Office of the CEO - GoDaddy

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 The domain name specified and an email plan expired from within our customer’s...

account on September 7, 2015.  The plan was canceled on September 27, 2015 for non-payment. On October 8, 2015 via an online transaction, our customer recovered their expired domain from registry redemption by paying the applicable fee and renewed the domain for a 10-year period.  In a separate transaction, our customer purchased two Business Email plans, each for a one-year term. Our customer then contacted our customer support team by phone and requested an upgrade to another GoDaddy email service offering, Microsoft Office 365.  The Business Email plans previously purchased were canceled and refunded in full. Our customer then purchased an Email Essentials, Microsoft Office 365 plan for a two-year term and assistance was provided in the setup of the service.  Our customer is now requesting a refund for their domain registration, redemption fee, and email services. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. The services our customer purchased are functioning as intended.  Domains and associated fees are non-refundable. If the email plan our customer purchased not accommodate their needs, they may request an In-Store credit for any unused time remaining on their plan upon cancellation. There are no applicable refunds within our customer’s account. 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.  Thank you again for the opportunity to address the concerns presented by the complainant. Kindest regards, Gary H[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address and bring clarity to the additional concerns presented.We stand by our previous response.  As with all service providers, GoDaddy had unexpected technical issues and worked quickly to resolve them.  Our terms of service do provide a 99.9% uptime guarantee and if not met, we provide 5% of the monthly hosting fee. GoDaddy has already provided a full month of service at no additional cost which is more than our agreement offerings.Thank you again for the opportunity to address the additional concerns presented.Kindest regards, KayJay R[redacted]Office of the CEO- GoDaddy

Based on the information provided by the complainant, GoDaddy is unable to identify an account to properly address their concerns. Our office made multiple attempts to reach the complainant via the phone information they had provided and have been unsuccessful. Should the complainant...

have the full credit card number they may reach out to our Billing team directly as they would be able to utilize that information to locate the charges in question. That team is available 24 hours a day, 7 days a week at ###-###-####.  Any applicable refunds will be provided in accordance with our Refund Policy.The complainant may find the following article useful:Refund Policy:https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=...⇄ you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Gary H[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]On January 5, 2016 our customer purchased a hosting plan and received...

a Microsoft Office 365 Email plan for a 1-year term at no cost. On August 17, 2016, our customer contacted our support teams simultaneously via chat and phone after experiencing problems creating an email address within their email plan. Upon contact with our support team, the DNS services associated with our customer’s domain name were reset and the issue experienced was resolved.  Our customer then demanded an extension to their hosting plan at no cost.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Once our customer had notified our support team of the problem they experienced with their email address setup, GoDaddy provided the necessary assistance and resolved our customer’s email problem in a timely manner. As explained in our responses to the multiple Revdex.com complaints previously submitted by our customer, GoDaddy has provided multiple gestures of goodwill to them and will not provide further services at no cost.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

[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,[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.

I bought domain [redacted].com at GoDaddy, and fill with them all my information including my name, email address, phone, and also made payments using my credit card, and I trusted GoDaddy to keep my product safe and running

Now godaddy claims that at November 18, 2013 the received a request including "legitimate documentation that satisfied they're requirements for an account update", i'm absolute unsatisfied with this claim, because

GoDaddy didn't receive any legitimate documentation for the account update, they accepted FAKE documentation to do the account update to an stranger, and they didn't make any effort to validate the FAKE documentation

or to give me a warning about this request.

I attach my real ID with the name I have at my godaddy account were my domain was, and the domain invoices of the payments I made to godaddy for this site so Revdex.com can see my legitimate documentation, and I would like godaddy

upload here the documentation they received at November 18, 2013 to compare it and see how easy godaddy could do simple procedures to verify the "legitamate" of the request. But instead they did a MISTAKE and gave the domain to a criminal because they didn't make the right procedures to validate the November 18 request.

Finally, I would like to emphasize, that GoDaddy is the one responsible to give MY domain to a stranger because of his bad support procedures, and in fact GoDaddy help to commit fraud because I paid GoDaddy for the product

and they give the producto to a stranger without warning me about anything.

GoDaddy should give me my domain back or my money because I paid GoDaddy for a product i'm not receiving and they give it to someone else

Regards,

Dear Dispute Resolution Consultant, Thank you for bringing this matter to our attention. We have reviewed our customer's complaint and the Go Daddy account in question to which we would like to present the following.Upon purchase of services, the registrant acknowledged and agreed to...

the following:• Universal Terms of Service Agreement• Hosting AgreementThe latest version of these agreements and other legal agreements may be found at:[redacted]When our customer transferred their domain name to another registrar they neglected to cancel their hosting account and it auto-renewed monthly per the account settings.RESOLUTION:GoDaddy has acted in good-faith in upholding our agreements with the customer and have attempted to contact our customer by phone leaving a voice message. While our customer has a responsibility to cancel all products they no longer wish to be billed for, we do appreciate their effort to work with us.  Since our customer has already been refunded one month of the 6 month refund they have requested, we will as courtesy process refunds for 5 additional months. They should allow 5-7 days for this to appear on their original payment method.We know consider this matter resolved.Thank you for providing this opportunity to assist our valued customer.Kindest 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.The resolution they provide does not factor in the deceptive sales practice used to deceive me into purchasing these domain extensions. This price will SEVERLY impact my business financially and I request that GoDaddy either refund the full amount and return the account to the status it was before this sale, or utilize a payment method where they can charge me this amount over 12 months, spreading this price over this period.Regards,[redacted]

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

 

• Domain Name Proxy Agreement

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

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

The domain renewals and Protected Registration service renewals occurred in January, 2013 and are outside of GoDaddy's refund policies.

Our customer purchased our Protected Registration service. The cancellation process for the service requires that the customer provide us with documentation to cancel the service. Domains protected under this service cannot be cancelled until our Protected Registration service is cancelled; the service protects the domains and that is the intent of the service. The service is performing as advertised and expected.

Resolution:

GoDaddy sincerely values our customer's business and has upheld its agreements with them in good faith. At this time our customer has not provided the documentation necessary to cancel the Protected Registration service. As a gesture of goodwill and in an effort to work with the customer we have refunded the Protected Registration service to the customer totaling $49.96 USD. however, if they wish to have the service cancelled they will need to comply with our request for documentation. The domain renewals will not be refunded.

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

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 our customer's account preferences, GoDaddy was instructed automatically renew multiple domain name registrations upon expiration and did attempt to do so in a good faith effort to honor its agreements with them.  Unfortunately, each renewal attempt was declined by our customer's financial institution and our customer was notified by email.  GoDaddy has no control of our customer's email client and how those messages are handled.

 

Contrary to our customer's understanding, a member of our support team did attempt to reach them and was only able to leave a voice message.

Our customer's domain names are following the standard life cycle. Due to the time elapsed since the expiration of several of our customer's domain names, a redemption fee must be applied to reactivate those domains.

 

RESOLUTION:

 

GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. GoDaddy has previously absorbed the cost of the customer's fees as a courtesy and cannot continue to do so. Account management is a customer responsibility.

 

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 complaint and the GoDaddy account in question to which we would like to present the following.Prior to the registration of a domain name via an...

online transaction within their GoDaddy account, our customer acknowledged the following agreements:·   Universal Terms of Service Agreement·   Domain Name Registration AgreementThe latest version of these agreements and other legal agreements may be found at: [redacted]Our customer purchased a Premium Domain Name using a checking account for the purchase. Go Daddy's third party check processing company, [redacted], was utilized for the transaction. In a transaction such as this, [redacted] will supply the funds to Go Daddy for the services or products rendered, and then in turn collect the funds directly from the customer.  Per GoDaddy’s policies, Premium Domain Name purchases are non-refundable.In this case, the customer put a stop to the transaction with their bank. As such, [redacted] is requesting the funds they paid to GoDaddy from the customer.  RESOLUTION:Go Daddy acted in good faith to uphold agreements with our customer.Go Daddy does not make any form of collection efforts, and as such, any such efforts made by [redacted] are outside of Go Daddy's direct control. [redacted] did provide the funds to Go Daddy required for these services.  From our customer's correspondence, it appears that [redacted] may have been unable to collect the funds from them. Should our customer need to contact [redacted] directly, we have provided their contact information below for their convenience: [redacted] Contact InfoU.S. and Canada Customer Care[redacted]If our customer has any remaining questions or concerns, they may feel to contact our office directly. Our office may be reached via email at [redacted] or via phone at [redacted].Our normal office hours are Monday – Friday from 7am to 7pm and Saturday – Sunday from 7am to 4pm.Thank again you for the opportunity to address and bring clarity to the concerns presented by our customer.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]

[redacted]

[redacted]

Dear Dispute Resolution Consultant,

Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.

The complainant acknowledged and agreed to the following agreements...

upon conducting business with GoDaddy:

·         Universal Terms of Service Agreement

·         Hosting Agreement

The complainant has renewed a WordPress hosting account on a recurring monthly term for the site in question since November 4, 2011.  On May 13, 2014 the complainant canceled the hosting account from within their customer account.  While this may have been an understandable error by the complainant, the cancellation did set events in motion that need to be addressed to continue to use GoDaddy’s hosting services.

The complainant has inquired about a hosting account restore via our Customer Care team, and was informed of a $150 restore fee to attempt to recover files from hosting backups.

RESOLUTION:

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

As a onetime gesture of goodwill, we are willing to waive the $150 restore fee, provided the customer contacts our office to purchase and set up the proper hosting account prior to the restore, which must be started less than 30 days after cancellation.  We can be reached at [email protected] and are available via phone at ###-###-####, and look forward to attempting to resolve the complainant’s concerns.

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

Kindest Regards,

Office of the CEO – GoDaddy[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 would like to present the following.

Prior to conducting business with GoDaddy, our customer acknowledged our...

Universal Terms of Service agreement.  The latest versions of our agreements can be found at the following link:

http://www.godaddy.com/Legal-Agreements.aspx

Our customer contacted our 24/7 Customer Support team for assistance with using a promotional offer in conjunction with the renewal of several domain name registrations. The promotion which our customer desired to use was not applicable to the transaction in question due to offer restrictions.

All GoDaddy offers contain either text included within, or a link to information regarding the details and limitations of the offer in question.

Resolution:

Go Daddy acted in good faith to uphold its agreements with our customer.

The promotion was not applicable to the renewal transaction and our customer did not renew their services. As such, we are unable to provide the desired refund.  

Thank you for the opportunity to address this matter.

Best Regards,

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

conducting business with GoDaddy: • Universal Terms of Service Agreement• Hosting Agreement The latest version of these agreements may be found at: [redacted] The customer’s file uploading pattern was flagged as suspicious by our shared hosting security processes. We have these processes in place to protect customers and apologize for any inconvenience they may have experienced. GoDaddy's technical support staff worked diligently and vigorously to resolve all technical issues the customer experienced and we have adjusted our filters to meet our customer’s needs.  RESOLUTION: GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.  As a gesture of goodwill we have extended the customer’s hosting for one month at no charge to them.  Thank you again for the opportunity to address the concerns presented by the 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 concerns to which we would like to present the following.Prior to the original purchase of products and services, our customer agreed to the following...

agreements:* Universal Terms of Service Agreement* Domain Name Registration AgreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at[redacted]://[redacted]?Our customer’s concern is a dispute issue between them and another party that GoDaddy cannot become involved in. We sincerely apologize for any GoDaddy employee who acted in anything less than a professional manner while attempting to assist the customer.RESOLUTION:GoDaddy acted in good faith to uphold agreements with our customer. Our Domain Services team has also done everything possible within our scope of support to assist our customer with this matter.  Account management and security are a customer’s agreed responsibility.  As the products and services that were sold to the customer functioned as advertised and intended the customer will not receive the requested refunds. Education:Our customer may wish to seek legal counsel for assistance in this matter from an attorney local to them. They may also wish to review the Uniform Domain Name Dispute Resolution Policy at:[redacted]://[redacted]The customer may also consider ensuring their computer and network are secured from unauthorized access. This may include virus scanning and/or intrusion prevention systems such as a firewall. Additionally, the customer may consider using two step authentication on their account if their settings are compatible.[redacted]://[redacted] Finally, we understand this dispute between the customer and another party is frustrating and sincerely hope they can both come to an amicable agreement. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest 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 Auctions Membership AgreementThe latest version of these agreements can be found at: https://www.[redacted]On November 25, 2013 the complainant purchased a domain name registration for a five year term at a cost of $132.96. The complaint elected to sell their Domain Name through GoDaddy’s Premium Listings Service for $150 and pay a transaction fee of 30%. The transaction was completed on September 28, 2014. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to the complainant. At this time we have posted payments to the complainant that total $105.00. EDUCATION:The complainant may wish to review the following information regarding GoDaddy’s Premium Listing Service:Premium Listings: https://www.[redacted]Getting Paid for Premium Listings:  https://[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards,[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,

 

Thank you for bringing this matter to our attention. We have reviewed the customers correspondence and GoDaddy account in question to which we would like to present the following.

 

The customer acknowledged and agreed to...

the following agreements upon conducting business with GoDaddy:

•             GoDaddy Universal Terms of Service Agreement

•             GoDaddy Domain Registration Agreement

The latest version of these agreements may be found at: http://www.godaddy.com/legal-agreements.aspx

 

On July 10, 2014, our customer contacted GoDaddy's 24/7 customer care to renew domains via phone and requested a renewal on multiple domains which was processed.

 

Resolution:

GoDaddy has upheld its agreements in good faith with the customer. All domains our customer specifically requested were renewed however, if the customer would like to renew other domains they may contact our 24/7 customer care team.

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

Best Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

Scottsdale, AZ 85260

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

Dear Dispute Resolution ConsultantThank you for bringing our customer's additional comments to our attention.As stated in our original response on January 6, 2015, account management and the renewal of domains is solely a customer responsibility. These are the terms our customer agreed to when they registered their domains through GoDaddy.While GoDaddy sent expiration notices before and after the domain's expiration date to the customer via email, GoDaddy simply has no control over what happens to an email notice after it leaves our system or how the customer's ISP or email client chooses to handle the email once they receive it.Our original response also stated that GoDaddy is not the hosting provider for the website that is currently associated with the domain in question and we are not the registrar of the domain. As such, we have no control over the website content and any complaints about the current domain or website are third party complaints, unrelated to GoDaddy.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.1) The customer did not take any action and allowed the domain name to expire.2) The domain was legitimately registered to another party who then associated it with the current website.3) We have no evidence to support that the customer’s GoDaddy account was hacked.4) Our services worked as expected during the time frame that the customer paid for them with GoDaddy.5) GoDaddy has no control over the current website content or domain registrar and any complaints about this are third party complaints, unrelated to GoDaddy.Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards[redacted]

Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax