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.During April and May of 2015, the complainant submitted multiple claims to...

GoDaddy, indicating they could no longer access a GoDaddy account and several domains were stolen from them.GoDaddy takes its commitment to consumer protection very seriously. For claims such as the one made by the complainant, we require supporting identification documentation be submitted to us. Based on the information provided to us by the complainant, we were unable to verify an account compromise occurred, nor any unauthorized changes made to the account.Account security is a customer responsibility. Additionally, as a registrar, we cannot become involved in any domain name dispute that may exist between third parties.Resolution:GoDaddy will not be making any changes to the status of the account or domains referenced by the complainant.They may wish to pursue one or more of the following options should they decide to pursue this matter further:• Go to http://www.icann.org/dndr/udrp/approved-providers.htm to find an ICANN approved arbitration provider.• Provide the following link to their legal counsel for information on submitting legal documents to GoDaddy: http://www.godaddy.com/agreements/showdoc.aspx?pageid=CIVIL_SUBPOENAGoDaddy will abide by any decision from an ICANN-approved arbitration forum or court of competent jurisdiction.Education:The complainant might find the following articles useful.Generating a Strong Password -https://support.godaddy.com/help/article/2653What is Protected Registration? -https://support.godaddy.com/help/article/1286Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant’s statements indicate they enlisted the services of another...

individual to manage their products and services with GoDaddy.  The complainant or a party authorized to act on their behalf acknowledged and agreed to the following agreements upon conducting business with GoDaddy:•    Universal Terms of Service Agreement•    Domain Name Registration Agreement•    Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxGo Daddy offers private registration services for select domain names via an affiliate company, Domains by Proxy. This is an add-on service which customers may manage; including the cancellation of the service, from within their respective Domains by Proxy account. Account management is a customer responsibility.The domain name in question was registered via online transaction on June 29, 2009 for a one-year term, for the period ending June 29, 2010.  On May 25, 2010 the complainant, or an authorized party accessing the account on their behalf, renewed the domain name for a 5 year term via online transaction.  This renewal extended the domain name’s registration until June 29, 2015.On March 12, 2012 the complainant or authorized party added private registration services to the domain name via online transaction.  The private registration offered by Domains By Proxy must match the length of the domain’s registration, and was added at a cost of $32.96.On June 24, 2015 the complainant or the authorized party manually renewed the domain name registration with associated private registration services for another one-year term.  This is for the term ending June 24, 2016.On June 30, 2015, the complainant contacted GoDaddy’s 24/7 Customer Care Center to dispute the renewal of the private registration service stating they did not have the log-in information to cancel the service as the authorized party that managed the complainant’s account was no longer available to contact. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.If the complainant cancels the private registration service from the respective Domains By Proxy account by August 31, 2015, GoDaddy will refund the most recent private registration renewal fee as a one-time exception to our Refund Policy.  Any previous purchase or renewal of private registration services for the domain name are non-refundable.EDUCATION:The complainant may find the following links from GoDaddy’s help center useful:Canceling Private Registration for Your Domain Names:https://www.godaddy.com/help/canceling-private-registration-for-your-domai...⇄ Policy:https://www.godaddy.com/help/refund-policy-8849Thank 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 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 AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn August 11, 2011, the complainant purchased the domain in question via online transaction for a one year term.   On August 12, 2012, August 12, 2013, and August 12, 2014, respectively, GoDaddy was instructed to automatically renew the domain in question each time for a one year term per the complainant’s account preferences, and did so in a good faith effort to honor its agreements with the complainant.  On August 12, 2015, per the complainant’s account preferences, GoDaddy was instructed to automatically renew the domain in question for a one year term and attempted to do so utilizing the payment method associated with the product; however, the payment was declined.A domain's expiration date is not arbitrarily set by GoDaddy. The complainant chose the initial date of registration, the term of registration and renewal.  At the time of purchase and renewal the complainant had many options available to them such as recording the expiration date in their ledger or calendar. While GoDaddy proactively sent expiration notices, the complainant admittedly disregarded them.  GoDaddy was unable to contact the complainant via phone, as the complainant had opted into GoDaddy’s Do Not Call list.  On the day a domain name expires, in this case August 11, 2015, the complainant’s agreed and purchased term of domain registration ended. At that time, GoDaddy, at our own expense provided the customer with a 42 day grace period to renew or redeem the name; however the complainant did not take action until after the domain name was legitimately acquired by another party via backorder.Ultimately, account management and renewal of domains is solely a customer responsibility and the complainant agreed to this when they registered domains through GoDaddy. While we make a best effort to partner in our customer's success the customer must also be responsible for their actions or lack thereof.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy will not pay to acquire the domain in question on the complainant’s behalf, as the domain was acquired by another party via legitimate means.  The complainant has multiple options to re-acquire the domain in question, including utilizing domain backorders or attempting to purchase the domain directly from the current registrant.If the complainant believes the current registrant is using the domain name to infringe upon their rights, and is not able to amicably resolve the matter with the registrant of the domain, they may wish to review our Uniform Domain Name Dispute Resolution Policy (UDRP) found at the link below.EDUCATION:The complainant may find the following articles from GoDaddy’s website and help center useful for future reference:Uniform Domain Name Dispute Resolution Policy (UDRP):https://www.godaddy.com/agreements/showdoc.aspx?pageid=UNIFORM_DOMAINUpda...⇄ Payment Methods For Renewing Products:https://www.godaddy.com/help/updating-payment-methods-for-renewing-prod...⇄ I renew my domain name after it expires? - https://my.godaddy.com/help/can-i-renew-my-domain-name-after-it-expires-609What happens after domain names expire? - https://my.godaddy.com/help/what-happens-after-domain-names-expire-6700Thank 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

It is in fact true that I was able to transfer my domain name out of GoDaddy, and for them allowing that, I appreciate it.
 
However the only issue I have remaining (and I did try to reach out to the Revdex.com to update my complaint, to reflect this new information) is that I was basically in a position where I had to renew my domain name, as it was set to expire 2/24/16 and it was set to "be transferrable" 2/20/16 - with that said, I paid 17.17 to renew the domain name for one year, not knowing first and foremost if GoDaddy was going ot release my domain, and I did not want it to expire on 2/24/16 in the case that I had to wait until 2/20/16, and if said transfer took longer than 3-4 days I'd have lost the domain.
 
My new domain registrar has advised that I request GoDaddy refund me the 17.17 -- and from what I was able to find (and I could be wrong, I'll be honest and say that I'm not 100% sure, since it seems GoDaddy's terms change on the fly) -- but their website shows that if a request is made for a refund on a renewal within 48 hours, it will be refunded.
 
I do not however know if that applies in my case or in which scenarios is does. With that said, I would appreciate the refund, since again going by the information I had before me -- domain can't be transferred until 2/20/16, domain expires 2/24/16 -- I did what I felt I needed to do (thinking that in the end they were not going to let me move it until 2/20/16 anyhow) and renewed the domain.
 
If they can take care of this as a credit back to my credit card, I would be immensely grateful.
 
Thank you.

GoDaddy says:  On December 3, 2015 the complainant contacted GoDaddy’s Customer Care Center and afterwards cancelled the free Windows Hosting Plan in question. They now wish to have that plan restored and support 5 websites.
Customer Response:  GoDaddy fails to acknowledge that this cancellation action was taken by customer AFTER call with Customer Care Center which indicated no adverse issues would result from this action.  This was utmost concern of customer and the reason for the proactive Customer Call Center call.  Customer IMMEDIATELY re-contacted the Customer Call Center after taking the cancellation action, as it became evident the advice from the first Customer Call Center interaction was WRONG.  The consideration offered by GoDaddy as amends is not equal to what was lost.

Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response.  Account management, including the renewal of services in a timely manner and maintaining independent website data backups is a customer responsibility. As a one-time exception, our support teams have offered to reduce the restore fee to $75 provided our customer purchases a new hosting plan. This offer will be honored until January 25, 2016.  Our customer may contact our 24 hour Customer Care Center at [redacted] should they wish to accept this offer.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[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.  Account management, including the renewal of services in a timely manner and maintaining independent website data backups is a customer responsibility. As a one-time exception, we have offered to reduce the restore fee to $75. This fee will help offset expenses incurred by our administrators while performing data recovery. This offer will be honored until February 20, 2016.  Our customer may contact our 24 hour Customer Care Center at ###-###-#### should they wish to accept this offer.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

because go daddy could not give me a definitive time I lost out on $500. I was told that most issues are resolved and 24 to 72 hours I was not updated it was past 72 hours and I was told it was no definitive time I had to call several times because several people were didn't give me several different answers. I was also told that it was a known issue and was posted on the known issue board of Go Daddy I later find out that that was not the truth it was not a known issue posted.

Dear Sirs/Madam

I read your responses and I have to say I am severely

frustrated in the level of customer satisfaction.

I’m going to break it down to what my perspective is on this

situation. I have been a loyal customer and been paying for my domain name from

Godaddy since January 2013.

My issue with Godaddy you have suspended my

domain, taken money from my PayPal account and changed my account information

so my account was inaccessible.

Am I to understand after everything I have

mentioned your only reply back to me is a link to your policy page?

Am I to understand all of your paying

customer have the expectation of having a domain name they paid for in good

faith, to be transferred without consent, to another vender while Godaddy still

siphon cash, multiple times, from their bank accounts?

if they go back and review the call that was made, they will see the representative advised me of what I needed~ I was not able to get my computer person on the phone. In addition, the go daddy rep said he would make notes on my account in case what I purchased was not the correct product which is wasn't.
I don't need the free website builder that was advertised on my account {as free} and I don't need the service I was charged for on February 28 the panel upgrade.
its sad he never once apologized for the poor customer service I received from the supervisor Haas.

better busines bures 
 
the answer from this so called compan is a non sense
I have provided all the required information and I have th proof that i'm the person who made the paymnt 
godady is sim ply trying to kep the domain name so I want to adviose them that I they will not relase the registered domain name then they will receive so many online complaints because I will advise pother customers regarding the godaddy.com problems!! this is probably a tricks to keep the registered domain names when they se an interesting domainn name!! thy sell sdomain name for $1,00 but in the realuty the domain name registration is probably only a method to find nw omain namee that godaddy, nodaddy!
 
good! nodaddy.com ou aleady know that you will have complaints all over the internet if ou do not give us the registered domain name!! ou must be a bunch of geniouses!! our core business is mor probably the complaints 
the entire worls is making fun of [redacted], (nodaddy) 
I have the proof of payment so i'm the person who made the payment and in addition this sy company can also recharge the $1,00 and the same card number is still working for a $1.3 maximum charge!! 
I will bring this case t the tv and a journalist friend of mine will be also very interestd to write an article about the [redacted] company!!

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:

href="https://www.godaddy.com/legal-agreements.aspx">https://www.godaddy.com/...⇄ On March 19, 2014, our customer purchased the domains in question each for a two-year term via online transaction. On March 20, 2016, per our customer’s account preferences, GoDaddy was instructed to automatically renew the domains in question each for a two-year term and did so in good faith effort to honor its agreements with our customer. Account management is a customer responsibility. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. Per our Refund Policy, the customer has to cancel the domains within 48 hours of renewal to receive a full refund.  The transaction in question is beyond refund eligibility. We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Turn Off Auto Renew- https://www.godaddy.com/help/turn-off-auto-renew-20008 Refund Policy- https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, KayJay R[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.  On January 22, 2016 our customer chose to manually renew the service in question for another one-year term. Customers using the previous version of our Website Builder service were notified of our new version being available to them via their product dashboard within the associated GoDaddy account.Additionally, a member of our customer care team had even reached out to our customer on March 4, 2016 via phone for feedback regarding their GoDaddy experience and to provide any account assistance that may have been requested. Our customer informed our agent they were pleased with our services and declined account assistance.  The service is no longer refundable per our Refund Policy. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

GoDaddy confirmed exactly the basis of my complaint; however, omitted the pivotal fact that when I called them 04/18/2015 to request a refund for the automatically billed fee for the Website Builder product, I also instructed the female representative to CLOSE my account since I discontinued the buisiness. I was never advised as to the form required to close-out the account Until April 2016.  GoDaddy's record of my call 04/18/2015 surely must contain my direction to close the account at that time.  If I was closing the Website Builder product 04/18/2015, there would have been no need for the remaining products... the buisiness was no longer in existence.  I continue to ask your assistance to hold GoDaddy accountable for refunding the $30.34 balance due.  Thank you kindly.

I did not have any communication with the business at all on march 16 and did not instruct the Godaddy to do anything or renew and subscriptions. In addition with the product was first purchased the we were not able to upload the website or use the service and I should not have been charged for it in the first place.  I would like to note that the 30 days refund policy the business talks about should start after we get our credit card statements I called the business as soon as I saw it on my credit card statement specially for a product that I do not want and do not need and did not buy.  I have a customer of the business for about 4 years and I cant believe they are  doing that.

Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: [redacted] On...

June 24, 2016, our customer purchased multiple domains for two years via online order. Our customer also opted to add privacy services to each domain name. GoDaddy provides promotional offers to our customers in regards to the purchase of new products and the renewals of existing ones. These offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question.  We will honor any valid promotional offers that our customers receive from GoDaddy. The offer must be entered prior to completing the transaction. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The total amount paid by our customer for the transaction in question was thirty two percent below standard pricing for the items purchased. Our system allows for the use of one promotional discount per order. If a customer attempts to apply a second promotional code to their order, our system will apply the promotion that offers the lowest price for the customer.Our customer received a discount greater than the one referenced in their complaint. As such, GoDaddy will not be providing any further price adjustment as requested.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy

GoDaddy has not provided good customer service to me. I warn others not to do business with this entity.

Thank you for the opportunity to address the additional concerns presented by our customer. GoDaddy takes our customer's privacy very seriously and only keeps information as necessary in order to comply with our legal obligations, resolve disputes, or enforce our agreements.  This practice is outlined in our Privacy Policy located at https://www.godaddy.com/Agreements/Privacy.aspx.Should a customer require assistance with any GoDaddy product or service, including cancellation, our 24/7 Customer Care team is available.  Furthermore, GoDaddy provides support articles to assist with the management and/or cancellation of all our products and services. Contrary to our customer's understanding, we have no record of our customer contacting our organization via phone since June 1, 2016, prior to our office’s attempt to connect with them.Our customer may find the following GoDaddy support articles helpful:What is Protected Registration? -https://www.godaddy.com/help/what-is-protected-registration-1286Cancel Protected Registration -https://www.godaddy.com/help/cancel-protected-registration-1292Again, the service in question was canceled and subsequently refunded to the original payment method on June 2, 2016.  GoDaddy upheld its agreements with our customer and honored its terms of service.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 the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address our customer’s additional concerns. 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 the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address our customer's additional concerns.We stand by our previous response that the GoDaddy products our customer purchased worked as intended.  If our customer wishes assistance in cancelling their products our customer care team is happy to assist them. Information on contacting our customer care team can be found in the following link: https://www.godaddy.com/contact-us.aspxThank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,John M[redacted]Office of the CEO - GoDaddy