GoDaddy.com

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.
GoDaddy is aware of these types of text messages being sent. Although this message appears...

to be coming from GoDaddy, it is neither sent nor authorized by GoDaddy.  We are working diligently to stop these types of unauthorized text messages.Thank you again for the opportunity to address the concerns presented by the complainant.
Kindest regards,
Ken C[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,

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 The latest version of these agreements and other legal agreements may be found at: [redacted] Contrary to the complainant’s understanding, the first request to refund their Good as Gold account was received on October 23, 2013.  Multiple emails were sent to the complainant requesting payee information; the requested information was not received until December 12, 2013. RESOLUTION: GoDaddy upheld its agreements in good faith and honored its terms of service. Check requests normally take 6 to 8 weeks from the time the information is received to be processed and mailed; we will process a check for the balance of the complainant’s Good as Gold account, and mailing it to the complainant within 14 days.  As a one-time courtesy, we have waived the $20 administrative fee for closing the Good as Gold account.  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 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

* Hosting Agreement

* Domain Name Registration Agreement

The latest version of our Universal Terms of Service Agreement and other legal agreements may be found at http://www.godaddy.com/legal-agreements.aspx

The customer's account settings instructed GoDaddy to renew their services and we honored that request. Account management is a customer responsibility. GoDaddy sent multiple notices to the email address on file regarding the renewal in advance of the charge occurring allowing the customer ample time to cancel the service or contact us for assistance.

RESOLUTION:

Go Daddy acted in good faith to uphold agreements with our customer and ensure the products and services in question were renewed appropriately, following the customer's instructions. At this time our customer has disputed the recent charge with their financial institution preventing us from being able to process a refund upon cancellation of the service.

Should our customer have any questions regarding this they may reach us directly at [redacted]@GoDaddy.com. Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.

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

Kindest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

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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.

Their assertion that several phone attempts to contact me is blatantly untrue. The truth is there were several phone conversations, yes. Furthermore, I am not disputing the cancellation of my services, which I agreed to. What I am disputing is the fact that my customer's account was cancelled.

I have personally attempted to speak with more than one representative and was not given any level of customer service. This is the actual complaint.

To take their lack of service one step further, after one conversation I did receive an email asking for my feedback. I responded by stating that I needed further assistance and was never contacted by anyone from GoDaddy. I am extremely disappointed in their level of service and lack of professionalism. I understand that no resolution can be made at this time. I am not seeking resolution so much as to make the company aware of this lack.

Regards,

Dear Dispute Resolution Consultant

 

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

While we are happy to continue to work with our customer to resolve any outstanding concerns, our review of their account shows the products they have purchased are working as intended. 

For any issues that our customer believes to be unresolved, we ask that they email our office directly with the details of each issue and we will investigate their concerns. 

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 customers concerns and the GoDaddy account in question to which we would like to present the following.

 

On December 19, 2013 the complainant created an...

account and purchased two domain names through the GoDaddy Website.   At that time they accepted the following agreements:

 

•         GoDaddy Universal Terms of Service Agreement

•         GoDaddy Domain Name Registration Agreement

The latest version of these agreements and other legal agreements may be found at this link: [redacted]

The complainant provided transaction information that was invalid and could not be confirmed with the aforementioned purchase. GoDaddy has an obligation to consumers to investigate and attempt to resolve concerns regarding invalid or suspect transaction data.

GoDaddy attempted to resolve this matter with the complainant multiple times but they did not provide the required documentation. As such, the account was suspended.

Resolution:

We value the complainants business and have acted in good faith, upholding our terms with them.

A refund was processed for the transaction. We welcome the complainant’s future business and encourage them to use valid transaction data.

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

Kindest regards,

Office of the CEO

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 additional feedback and understand that they are frustrated. We have an alternative offer as follows in hopes that it will help meet their needs. First, we stand by our previous response regarding free credits GoDaddy offers. As previously indicated, GoDaddy has decided to change our free credit offerings to better align with the needs of our entire customer base. We now offer a free one year trial of cPanel. The cPanel credit is still available in their account for their use and if the customer would like to utilize GoDaddy's Website Builder product as an alternative, we will offer them one Business plan for a one year term, at no charge.

Should our customer wish to accept this offer they can let us know directly or in reply. Our contact information is available in our signature below.

Thank you for the opportunity to address and bring clarity to the concern.

Kindest regards,

Office of the CEO - GoDaddy

[redacted]GoDaddy.com

[redacted]N. Hayden Rd. Suite[redacted]

Scottsdale, AZ 85260

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Dear Dispute Resolution ConsultantThank you for bringing this matter to our attention. We have reviewed our customer's complaint and account and would like to present the following. On February 13, 2014 our customer purchased a Website Builder Plan on a monthly basis. Prior to...

purchasing their GoDaddy product our customer acknowledged the following agreements:•    Universal Terms of Service Agreement•    GoDaddy Website Builder Service AgreementThe latest version of this agreements and other legal agreements may be found at: http://www.[redacted]Per our customer's account preferences, Go Daddy 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.RESOLUTION:GoDaddy upheld its agreements with our customer and acted in good faith.  Go Daddy does not arbitrarily change the automatic renewal setting on the customer's behalf; account management is a customer responsibility.Our customer’s Website Builder plan has been automatically renewed three times since being purchased. Should our customer desire to cancel the plan we will be happy to provide a refund for their most recent transaction. If they desire to take advantage of this offer they can contact this office directly.As one time exception we are refunding the most recent renewal of our customer’s Website Builder plan. The amount is $9.99 and it will be processed to their payment method. Our customer maintains the responsibility to manage their renewal preference’s.Thank you for the opportunity to address and bring clarity to the concerns presented by our valued customer.  Kindest regards,[redacted]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.[Provide details of why you are not satisfied with this resolution.]

Regards,[redacted]

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.

Our customer acknowledged and agreed to the following...

agreements upon conducting business with GoDaddy:

• Universal Terms of Service Agreement

• Hosting Agreement

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

Resolution:

GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. As the customer canceled the plan we have provided a refund back to the checking account.

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

Best Regards,

Dear Dispute Resolution Consultant

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

Our system shows a proper cancellation notice was sent to the customer on June 21, 2014 at 4:44AM (Arizona time). This notice would have not included an option to pay for the service. The prior notices would have allowed payment for the service. It is possible that the customer may have clicked on an older notice in error.

Cancelled accounts due to nonpayment are not an isolated incident with our customer but a repetitive one. On three separate occasions the customer's hosting has cancelled due to nonpayment and GoDaddy has incurred costs of $300.00 to restore the sites for the customer by waiving fees. It is a customer responsibility to manage their account and ensure their payments are received on time and to maintain local backups. The customer also violated our user agreements by utilizing the hosting storage space as a repository for storing archived files from their computer.

In summary, considering the three instances of cancelled services due to nonpayment by the customer GoDaddy has:

  •  Provided 30 days of free live site service to the customer. (10 days per each of the three instances)

  •  Incurred $300.00 in administration and labor fees to assist the customer with site restorations due to non-payment

We believe that GoDaddy has provided above and beyond service to our customer. We have also upheld our agreements with them in good faith while proving free service time and incurring monetary losses.

Kind regards,

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and the GoDaddy account in question to which we would like to present the following.Prior to the purchase of products and services our customer...

acknowledged the following agreements:• Universal Terms of Service Agreement• Website Builder Service AgreementThe latest version of this agreement and other legal agreements may be found at: [redacted]The forms our customer created using GoDaddy’s Website Builder are not typical, specifically, the number of elements included on the form. There are inherent limitations with template based software, such as Website Builder, that are put in place to allow optimal performance. Unfortunately, our customer’s forms have exceeded these limitations.Resolution:GoDaddy values our customer’s business and has upheld its agreements with them in good faith.As a onetime exception, GoDaddy will renew their Website Builder for 6 months at no cost. Should our customer wish to accept this offer, they may indicate so in reply.Education:Our customer may wish to research third party tools that can be used to create forms. As these tools focus on form creation, they often allow more flexibility and provide more features. Website Builder is designed to allow embedding of such forms. They may find this support article useful, specifically the section on HTML.Designing Pages with Website Builder v7 - [redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted]Office of the CEO

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* Workspace Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 7, 2010 the complainant purchased an email plan for a one year term.  This is for the service period ending April 7, 2011.On April 7, 2011, per the complainant's account preferences, GoDaddy was instructed to automatically renew the email plan for a one-year term and did so in a good faith effort to honor its agreements with the complainant. This is for the period ending April 7, 2012.GoDaddy sent renewal notices prior to the expiration date on:* February 6, 2011* March 8, 2011These notices indicated the service would be automatically renewed upon expiration unless action was taken.  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.  On April 28, 2011 the complainant contacted our Customer Care team to discuss the renewal of the email plan which occurred April 7, 2011. The complainant chose to leave the account active.On April 7, 2012, per the complainant's account preferences, GoDaddy was instructed to automatically renew the email plan for a one-year term and did so in a good faith effort to honor its agreements with the complainant. This is to provide the service for the period ending April 7, 2013.GoDaddy sent renewal notices prior to the expiration date on:* February 7, 2012* March 8, 2012On April 7, 2013, per the complainant's account preferences, GoDaddy was instructed to automatically renew the email plan for a one-year term and did so in a good faith effort to honor its agreements with the complainant. This is for the period ending April 7, 2014.GoDaddy sent renewal notices prior to the expiration date on:* February 6, 2013* March 8, 2013On April 7, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew the email plan for a one-year term and did so in a good faith effort to honor its agreements with the complainant. This is for the period ending April 7, 2015.GoDaddy sent renewal notices prior to the expiration date on:* February 6, 2014* March 8, 2014On May 13, 2014 the complainant contacted our Customer Care team to discuss the automatic renewal which occurred April 7, 2014. The complainant chose to leave the service active at that time.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant contacted our 24/7 Customer Care teams on January 21, 2015 and had canceled the service. The complainant was provided a full refund for the latest annual renewal transaction as an In-Store Credit although there were only 3 monthsremaining on the service. This was offered as a goodwill gesture for the full term instead of a partial refund for the unused months per GoDaddy's Refund Policy.Education:The following GoDaddy Support articles may be helpful in the future to our customer for managing products and services:Managing Renewals for Products and Services: [redacted]/help/article/725/managing-renewals-for-products-and-servic...⇄ Policy: [redacted]/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]

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* Hosting AgreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at [redacted]On August 23, 2012 our customer purchased a Virtual Private Server (VPS). Our customer contacted our Support teams on January 19, 2015 with concerns about traffic to their website and poor connectivity to the VPS. Our escalated hosting support teams have been in contact with our customer since and worked with our customer to have the issue resolved as quickly as possible. GoDaddy acted in good faith, upheld its agreements with our customer 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 our customer.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. GoDaddy made a goodwill gesture to our customer by issuing a refund for their VPS renewal from January 23, 2015 in the amount of $29.99 USD for the inconvenience. Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[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• Domain Name Registration Agreement• Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 2, 2013, the complainant purchased a domain name transfer for the domain name DRILL-BLOCKS.COM. Upon completion of the transfer, a year of registration was added to the domain’s registration. On July 4, 2014, the domain in question automatically renewed for a one year term per the complainant’s account preferences. On March 3, 2015, the domain [redacted] was canceled online from within the complainant’s account. This action voluntarily ended their term of registration for the domain. While the complainant may have not intended to do so, cancelling the domain name did require action to be taken by the complainant in a timely manner if they wished to recover the domain. We also sent an email notification to the email address on file within the account when a domain name was cancelled.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The domain [redacted] was not recovered by the complainant in a timely manner, and followed the normal domain life-cycle after its cancellation. The domain has since been returned to the registry. The complainant would need to attempt to register the domain as a new registration when it becomes publically available.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 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 acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:* Universal Terms of Service Agreement* Domain Name Registration Agreement* Auctions Membership AgreementThe latest version of these agreements can be found at: [redacted]During the typical domain expiration life-cycle, a domain that has expired and has not been renewed may be placed as part of an “Expired Domain Auction” on GoDaddy’s auction site. Domains purchased in an expired domain auction require the auction bid, plus cost of a one year domain registration renewal be paid after winning the auction.Prior to placing a domain in an Expired Domain Auction in the shopping cart, the GoDaddy website indicates the auction bid also requires “a one year domain name registration renewal fee and ICANN fee, if applicable.”RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As with many other businesses, GoDaddy from time to time will offer new customers special introductory pricing, which is the pricing the complainant has referred to in this case. GoDaddy’s retail and renewal pricing is competitive across the industry, and renewal cost of the domain in question is what the complainant agreed to pay when participating in the expired domain auction in question.The complainant was charged the correct amount in this case: the amount of their winning bid, and the cost of a one year domain registration renewal. GoDaddy will be unable to provide any refunds for this transaction.Additionally, per the terms of the Auctions Membership Agreement acknowledged and agreed to, the complainant is obligated to complete the transaction for the auction in question. If the complainant chooses not to complete this transaction, GoDaddy is within its rights to take steps to remedy this situation, including suspending the complainant’s GoDaddy Auctions account activity.EDUCATION:The complainant may find the following links from our help center useful when bidding on expired domain name auctions in the future:Bidding on Expiring Domain Names: [redacted]Winning Expired Domain Name Auctions: [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]

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 The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 19 2011, the complainant registered the speciified domain name for a one-year term via an online transaction. This is for the period ending April 19, 2012.On February 1, 2012 the complainant manually renewed the domain name for a two-year term via an online transaction.  This is for the period ending April 19, 2014.On April 20, 2015; per the complainant's account preferences, GoDaddy was instructed to automatically renew the domain name in question and attempted to do so in a good faith effort to honor its agreements with the customer.  However, the complainant’s financial institution declined payment and the complainant was notified by email. GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.GoDaddy sent renewal notices prior to the expiration date on:• January 19, 2015• February 18, 2015• March 20, 2015• April 04, 2015• April 14, 2015GoDaddy also sent notices after expiration date on:• April 20, 2015• April 24, 2015• May 1, 2015These notices indicated the complainant would need to take action to avoid a loss of service.GoDaddy’s support teams also made multiple attempts to connect with the complainant to discuss the failed product renewal and was unsuccessful.On the domain name's expiration date, the complainant’s agreed and purchased term of domain registration ended. After an 18-day grace period from time of expiration, GoDaddy charges an $80 redemption fee to redeem the domain, as discussed in detail within the registration agreement referenced above.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Account management and renewal of products in a timely manner is solely a customer responsibility. While we make a best effort to partner in the success of our customers, they must also be responsible for their actions or lack thereof.We have reached out to the complainant and as a one-time exception offered to waive the redemption fee for the domain name in question. The complainant was not able to address this while on the phone with us and we have noted their account accordingly.  The complainant may work with our support teams to renew their domain. This is a time sensitve matter; it is vital the complainant connects with our support teams as soon as possible to redeem the domain name.EDUCATION:The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:What happens after domain names expire? - https://support.godaddy.com/help/article/6700/what-happens-after-domain-names-ex...⇄ I renew my domain name after it expires? - https://support.godaddy.com/help/article/609/can-i-renew-my-domain-name-after-it...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### 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 was misled into believing that .co websites stoodas an extension for company.  This turned out to be completely false and misleading.  They can have any policy they want, unless it violates Texas and/or Federal law.

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• Hosting AgreementThe latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn May 12, 2015, GoDaddy notified our customer, via email, that Microsoft had ended support for the hosting server type they were utilizing, effective July 14, 2015. The notice advised them to migrate to a new server to avoid downtime of their website and provided helpful instructions. GoDaddy 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 received.When a hosting account is cancelled, GoDaddy may retain the data for a limited time. The content is not stored in the customer’s account but rather on other servers that GoDaddy uses for disaster recovery, not for customer archival purposes. Per our terms of service (to which the customer agreed), it is the customer’s responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. The reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.As a onetime exception, GoDaddy will waive the recovery fee and attempt to restore the website content. GoDaddy cannot guarantee the content can be recovered.  We have notified the customer via email of our effort to restore their data. Education:The customer might find the following articles useful.BACKING UP AND RESTORING MYSQL OR MSSQL DATABASEShttps://www.godaddy.com/help/backing-up-and-restoring-mysql-or-mssql-da...⇄ UP YOUR WEBSITEhttps://www.godaddy.com/help/back-up-your-website-8480Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards,[redacted]Office of the CEO - GoDaddy