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* Workspace Service Agreement* Marketing Applications Agreement* Website Builder Service Agreement* Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 7, 2012 the complainant purchased several products for various term lengths via an online transaction. On March 7, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew an SSL Certificate service for another 2-year term and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the expiration date and subsequent renewal on:February 5, 2014February 20, 2014These 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 6, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew a Standard Search Engine Visibility service for another 2-year term and did so in a good faith effort to honor its agreements with the complainant.GoDaddy sent renewal notices prior to the expiration date and subsequent renewal on:February 6, 2014March 8, 2014On April 7, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew several more of the complainant's services for another 2-year term and did so in a good faith effort to honor its agreements with the complainant.GoDaddy sent renewal notices prior to the expiration date and subsequent renewal on:February 6, 2014March 8, 2014The complainant did not contact GoDaddy's 24/7 Customer Care teams regarding the renewal of their services until January 4, 2015. The complainant was offered applicable refunds to In-Store Credit, available for future purchases with GoDaddy, in accordance with our Refund Policy once services were canceled. The complainant declined the applicable refunds.On Januray 25, 2015 the complainant canceled their services and contacted our Customer Care teams. The complainant was again offered applicable refunds to In-Store Credit in accordance with our Refund Policy and declined the offer. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complainant may contact our 24/7 Customer Care teams at their convenience to receive any applicable In-Store Credit. The following GoDaddy Support articles may be helpful for future management of products and services:Managing Renewals for Products and Services -https://support.godaddy.com/help/article/725/managing-renewals-for-products-and...⇄ Products –https://support.godaddy.com/help/article/7468/canceling-productsRefund Policy –https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the concerns presented by the complainant. We would like to present the following: The complainant acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspx On January 29, 2016 the complainant contacted our Customer Care teams for assistance with synchronizing Microsoft Sharepoint and OneDrive applications. GoDaddy has worked diligently to resolve any issues the complainant has experienced. RESOLUTION: GoDaddy upheld its agreements with the complainant in good faith and honored its terms of service. The complainant has requested assistance outside of our agreed Statement of Support. GoDaddy support teams have provided timely and proper information to the complainant regarding our products and services. We appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry. Thank you again for the opportunity to address the concerns presented by the complainant. Kindest regards, KayJay R[redacted]Office of the CEO – GoDaddy
The credit card on file (Amex) had expired and GoDaddy.com used a different card without my authorization to charge the fees. I was aware that my Amex credit card on file expired and I did not update the information for the credit card on purpose assuming GoDaddy.com won't be able to charge the card on file. Bottom line, Godday.com should not have charged the fees to a different card without my authorization.
Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by our customer, who acknowledged and agreed to the following upon conducting business with GoDaddy:•Universal Terms of Service Agreement•Domain Name Registration Agreement•Hosting AgreementThese...
agreements are found at: https://www.godaddy.com/legal-agreements.aspxOn January 3, 2015, our customer purchased GoDaddy’s Starter Managed WordPress hosting and a domain name via online transaction, each for a one year term. Contrary to our customer’s understanding, automatic renewal settings for the domain name and hosting had not been disabled.On January 3, 2016, GoDaddy was instructed, per our customer’s account preferences, to automatically renew the hosting in question, and did so in a good faith effort to honor its agreements with our customer. GoDaddy also attempted to renew our customer’s domain name per their account preferences; this transaction attempt was declined by our customer’s financial institution. On January 8, 2016, GoDaddy automatically renewed the domain name per our customer’s account preferences. Account management is ultimately a customer responsibility.RESOLUTION:GoDaddy upheld its agreements in good faith with our customer and honored its terms of service.Our customer was already refunded for the hosting renewal. Our customer will need to cancel the domain name in question in less than 45 days from renewal to be refund-eligible. Once canceled, they may contact our billing teams via phone or chat to request a refund.We also appreciate our customer’s candid feedback on our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[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 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 Agreement
The latest version of these agreements may be found at:
[redacted]
As part of the above agreements, and in conjunction with GoDaddy's refund policy, hosting and calendar purchases are only refundable within 45 days of original registration. Our customer purchased both products in September of 2013.
We appreciate the customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers. GoDaddy strives to offer the best service levels in the industry.
Resolution:
GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.
As a one-time exception we have cashed out the current In Store Credit amount of $366.89. Our customer should receive the refund in 5-7 business days and it will be returned to the original payment method. Going forward all refund requests will strictly follow our Refund Policy, without exception.
Education:
GoDaddy’s Refund Policy can be viewed online at the link below. [redacted]
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
[redacted]
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.On August 6, 2013, our customer purchased a Linux shared hosting plan for 1 year term...
via online transaction. On August 6, 2013, our customer renewed this hosting plan for an additional 2 year term with assistance from GoDaddy’s customer care team.On August 5, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question for another 2 year term and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent a renewal prior to the expiration date on July 26, 2016. This notice informed our customer 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 upheld its agreements with our customer in good faith and honored its terms of service.Our customer did not contact GoDaddy’s support teams regarding the hosting renewal until September 15, 2016, at which time they requested a refund. They were correctly informed that the hosting was no longer refund-eligible, per GoDaddy’s refund policy, found at: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by our customer; who acknowledged and agreed to the following upon conducting business with GoDaddy:• Universal Terms of Service AgreementThis agreement is found at:...
https://www.godaddy.com/legal-agreements.aspxPer the user agreements, customers agree they are solely responsible for the activity which occurs within their account, whether authorized by them or not. Customers must keep their account information secure; including without limitation, their cr/Username and password. GoDaddy also offers Two-Factor Authentication, a no-cost security feature which may prevent account and domain name hijacking. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. Account management is a customer responsibility. We have spoken with our customer regarding their concerns and reviewed their options pertaining to account security. Our customer had enabled Two-Factor Authentication prior to submission of this complaint. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns.As previously stated, GoDaddy’s support teams did not speak with our customer regarding the April 26, 2014 renewal or automatic renewal settings. Contrary to our customer’s statements, they never called in to GoDaddy's support center to discuss their account during the year 2014.On August 25, 2014, a GoDaddy agent placed a courtesy call to our customer to discuss their account. Our agent left a voice message for our customer as they were not available at that time. Our customer never returned the call. On April 16, 2016, GoDaddy sent a renewal notice to our customer regarding the pending automatic renewal of the hosting plan in question. On April 26, 2016, GoDaddy sent an order confirmation once the renewal took place. We stand by our previous response. Account management is a customer’s responsibility. GoDaddy was instructed to automatically renew the product in question and did so in good faith to honor our agreements with our customer. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO – GoDaddy
Revdex.com:
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. Thank you Revdex.com.
Regards,
[redacted]
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• Domain Name Registration AgreementCopies of the latest version of these agreements may be found at:https://www.godaddy.com/legal-agreements.aspxGoDaddy makes every attempt to register available domain names for our customers. As part of this process, we make multiple inquiries via numerous third-party systems, including the domain name registry, to check if a domain is available. If GoDaddy does not receive a negative response indicating that the domain is not available for registration, we will charge the customer for the registration and submit the request to the registry. If the request is later rejected, GoDaddy will refund the purchase price in full, as we did in this case, in accordance with the Domain Name Registration Agreement.On January 28, 2015, our customer purchased a registration request for the domain name, [redacted]. At the time of purchase, our system did not receive an immediate rejection and proceeded with the transaction. Shortly after GoDaddy submitted the registration request to the registry, it was rejected as the domain name has been registered since April 23, 2010 and is currently listed by the registry as a Premium Reserved Name. The customer will need to reach out to the Registrant of the domain name should they wish to negotiate a purchase.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. We refunded the transaction in full approximately two hours after their registration request was initiated and subsequently rejected.Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260
Thank you for responding to my complaint. One thing not addressed was the fact that the auto renewal price for the product was 10x the initial price paid. Imagine if you signed up for a Netflix account for 9.99, only to find out that auto-renewing meant you agreed to pay at the new price of $99.99. So I am shocked that you are even allowed to call that an 'auto-renewal' since really you are charging me substantially more for the exact same productSecondly, while upon digging I did find that you had sent me auto-renewal requests they had all gone straight to my spam folder. Therefore I had no idea the renewal was occurring. Thirdly, you guys in your terms of service clearly state that you are able to provide refunds to people who request within a certain timeframe of auto-renewal. However, for some bizarre reason you have a separate policy for .co addresses? I was aware that Go-Daddy had a convenient refund policy which is why I figured I would wait until after an auto-renewal occurred and then request a refund. However instead you have this bizarre clause blocking refunds on .co addresses. I have a theory as to why this is the case - I suspect it is because you offer .co addresses at a substantial discount (which gets suckers like me to sign up), then you jack up the price 10x on the auto-renew and prevent refunds. This is a quintessential sleazy business practice.I am going to continue making more an more noise about this bad business practice until the situation is rectified and I am refunded the full amount.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
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]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We stand by our previous response. From time to time a company must make the difficult decision to cease (End-of-life or EOL) providing a particular product or service. This is the case with the free hosting promotion the complainant previously made use of.We have already provided the complainant with an Economy Plesk Hosting Plan for a one-year term at no cost. As a onetime exception, we have upgraded this hosting plan to a Deluxe Plesk Hosting Plan, which will support an unlimited number of websites. The complainant will be responsible for the cost of future renewals.Should the complainant require assistance they can contact GoDaddy’s 24 Hour Customer Care Center at [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,John M[redacted]Office of the CEO - [email protected][redacted]
[redacted]
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.On May 9, 2016 our customer purchased a 16 GB Windows Dedicated Server plan for a 3...
year term through the GoDaddy Website. They upgraded this plan (through the GoDaddy website) to 32 GB on August 23, 2016. On May 12, 2017 it was determined that this server plan would require reprovisioning and our customer requested a refund for the time remaining. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time exception to GoDaddy’s Refund Policy, we will refund the time remaining on this server plan upon its cancellation. If our customer wishes to take advantage of this offer they can contact this office at [email protected]. This offer will remain in place until June 18, 2017. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
Firstly, your comments in regards to "I was trying to send a mass email" are frivolous in nature and never transpired (I would urge you to present the call).To lie, and do so in writing on behalf of the CEO of GoDaddy, is not ideal to say the least.We send hundreds of emails per day, they are individual, and seeing how we have 500 relays on the account, never exceed 400 per day there should not be any issues. Secondly, the one GoDaddy representative did state it's a known issue (a continuous prompt of a GoDaddy password when logging into Outlook), and she stated "you can simply check online, there are scattered reports everywhere."Let me show you a few of those reports:https://www.google.com/search?client=safari&rls=en&q=outlook+201...⇄ you're an authorized reseller of the MS product which has issues, you're liable to mitigate those issues.In correlation to such continuous prompts, I had to switch the Google business apps, and incurred another cost as well. , I cancelled the MS office suite (and was no longer able to use the Office programs associated with such, i.e. Word, Powerpoint, Excel, etc).Refund my money, or you'll be facing a lawsuit.
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 On February 10 and 12 of 2016 our customer’s hosting plans expired. Per their account preferences, GoDaddy attempted to renew the services utilizing the associated payment method; the financial institution declined payment. GoDaddy sent notices indicating the hosting may be canceled unless action was taken.After expiration, GoDaddy provided 20 days of hosting services without payment prior to cancellation due to non-payment on March 1 and 3 of 2016. Our customer contacted our support team after cancellation to request reinstatement.GoDaddy charges a $149.99 fee per website to restore data on occasions where a customer has not backed up their own content. Hosting restores are not a service GoDaddy regularly offers and are not guaranteed. Restore fees are not punitive; rather, it helps offset expense incurred performing data recovery work. Customers are not obligated to pay a restore fee provided they maintained their own independent backups; a responsibility agreed to upon hosting sites with GoDaddy.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The content on our customer’s two sites has been restored as requested. One of the domains and the associated name servers are registered through a 3rd and must be updated. As such, GoDaddy is denying the requested refund. We recommend our customer make note of their expiration date and back up their site content to avoid future issues; account management is a customer responsibility. Thank you again for the opportunity to address the concerns presented.Regards,John M[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. During the checkout process the purchase path includes an offer to add an Ultimate Hosting plan with a domain name purchase for as low as $9.99 with product limitations. These limitations include the verbiage explaining the purchase must be for a new 12, 24 or 36 month term.In addition, when modifying the term length in the shopping cart, prior to checkout, the pricing drop-down menu shows the hosting plans that receive a discount if they qualify. This way customers know up front if the term they are selecting is eligible for the discount before finishing the check out process.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Melanie V[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns. The credit card in question was used for the initial purchase of the hosting plan in 2014 and seven renewals between then and now. The card is still active on file and is associated with all items currently valid within the account. If this payment method is no longer valid we would recommend our customer remove it and add a valid payment method. Account management is solely a customer responsibility. If our customer wishes to recover their website content they will need to either pay the restoration fee of $150 USD or utilize any available content found on third party archival websites. Our customer will need to keep in mind that GoDaddy maintains backups for a short duration of time. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for bringing the complainant’s additional comments to our attention.As stated in our original response, account security is a customer responsibility. GoDaddy thoroughly reviewed the account in question and the information provided by the complainant. We are unable to verify an account compromise occurred, nor any unauthorized changes made to the account. As a registrar, we cannot become involved in any domain name dispute that may exist between third parties.Any further dispute over the registration of the domain name will need to be through an ICANN approved arbitration provider (http://www.icann.org/dndr/udrp/approved-providers.htm) or the court system.The complainant may also wish to review the Uniform Domain Name Dispute Resolution Policy (UDRP) at https://www.godaddy.com/agreements/showdoc.aspx?pageid=UNIFORM_DOMAIN.Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
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 April 7, 2014, our customer purchased Microsoft Office 365 plan for a two-year...
term with assistance from GoDaddy’s customer care.On April 7, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy proactively sent renewal notices to our customer prior to the renewal date, including on March 28, 2016. These notices informed our customer 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 upheld its agreements with our customer in good faith and honored its terms of service.As our customer has canceled the product, and as a one-time exception to GoDaddy’s refund policy, we have provided a refund for the unused portion of the product, a total of $306.29.All future refunds will be provided in accordance with GoDaddy’s refund policy:[redacted]We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[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* Workspace Service Agreement* Marketing Applications Agreement* Website Builder Service Agreement* Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 7, 2012 the complainant purchased several products for various term lengths via an online transaction. On March 7, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew an SSL Certificate service for another 2-year term and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the expiration date and subsequent renewal on:February 5, 2014February 20, 2014These 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 6, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew a Standard Search Engine Visibility service for another 2-year term and did so in a good faith effort to honor its agreements with the complainant.GoDaddy sent renewal notices prior to the expiration date and subsequent renewal on:February 6, 2014March 8, 2014On April 7, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew several more of the complainant's services for another 2-year term and did so in a good faith effort to honor its agreements with the complainant.GoDaddy sent renewal notices prior to the expiration date and subsequent renewal on:February 6, 2014March 8, 2014The complainant did not contact GoDaddy's 24/7 Customer Care teams regarding the renewal of their services until January 4, 2015. The complainant was offered applicable refunds to In-Store Credit, available for future purchases with GoDaddy, in accordance with our Refund Policy once services were canceled. The complainant declined the applicable refunds.On Januray 25, 2015 the complainant canceled their services and contacted our Customer Care teams. The complainant was again offered applicable refunds to In-Store Credit in accordance with our Refund Policy and declined the offer. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complainant may contact our 24/7 Customer Care teams at their convenience to receive any applicable In-Store Credit. The following GoDaddy Support articles may be helpful for future management of products and services:Managing Renewals for Products and Services -https://support.godaddy.com/help/article/725/managing-renewals-for-products-and...⇄ Products –https://support.godaddy.com/help/article/7468/canceling-productsRefund Policy –https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the concerns presented by the complainant. We would like to present the following: The complainant acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspx On January 29, 2016 the complainant contacted our Customer Care teams for assistance with synchronizing Microsoft Sharepoint and OneDrive applications. GoDaddy has worked diligently to resolve any issues the complainant has experienced. RESOLUTION: GoDaddy upheld its agreements with the complainant in good faith and honored its terms of service. The complainant has requested assistance outside of our agreed Statement of Support. GoDaddy support teams have provided timely and proper information to the complainant regarding our products and services. We appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry. Thank you again for the opportunity to address the concerns presented by the complainant. Kindest regards, KayJay R[redacted]Office of the CEO – GoDaddy
The credit card on file (Amex) had expired and GoDaddy.com used a different card without my authorization to charge the fees. I was aware that my Amex credit card on file expired and I did not update the information for the credit card on purpose assuming GoDaddy.com won't be able to charge the card on file. Bottom line, Godday.com should not have charged the fees to a different card without my authorization.
Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by our customer, who acknowledged and agreed to the following upon conducting business with GoDaddy:•Universal Terms of Service Agreement•Domain Name Registration Agreement•Hosting AgreementThese...
agreements are found at: https://www.godaddy.com/legal-agreements.aspxOn January 3, 2015, our customer purchased GoDaddy’s Starter Managed WordPress hosting and a domain name via online transaction, each for a one year term. Contrary to our customer’s understanding, automatic renewal settings for the domain name and hosting had not been disabled.On January 3, 2016, GoDaddy was instructed, per our customer’s account preferences, to automatically renew the hosting in question, and did so in a good faith effort to honor its agreements with our customer. GoDaddy also attempted to renew our customer’s domain name per their account preferences; this transaction attempt was declined by our customer’s financial institution. On January 8, 2016, GoDaddy automatically renewed the domain name per our customer’s account preferences. Account management is ultimately a customer responsibility.RESOLUTION:GoDaddy upheld its agreements in good faith with our customer and honored its terms of service.Our customer was already refunded for the hosting renewal. Our customer will need to cancel the domain name in question in less than 45 days from renewal to be refund-eligible. Once canceled, they may contact our billing teams via phone or chat to request a refund.We also appreciate our customer’s candid feedback on our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[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 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 Agreement
The latest version of these agreements may be found at:
[redacted]
As part of the above agreements, and in conjunction with GoDaddy's refund policy, hosting and calendar purchases are only refundable within 45 days of original registration. Our customer purchased both products in September of 2013.
We appreciate the customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers. GoDaddy strives to offer the best service levels in the industry.
Resolution:
GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.
As a one-time exception we have cashed out the current In Store Credit amount of $366.89. Our customer should receive the refund in 5-7 business days and it will be returned to the original payment method. Going forward all refund requests will strictly follow our Refund Policy, without exception.
Education:
GoDaddy’s Refund Policy can be viewed online at the link below. [redacted]
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
[redacted]
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.On August 6, 2013, our customer purchased a Linux shared hosting plan for 1 year term...
via online transaction. On August 6, 2013, our customer renewed this hosting plan for an additional 2 year term with assistance from GoDaddy’s customer care team.On August 5, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question for another 2 year term and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent a renewal prior to the expiration date on July 26, 2016. This notice informed our customer 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 upheld its agreements with our customer in good faith and honored its terms of service.Our customer did not contact GoDaddy’s support teams regarding the hosting renewal until September 15, 2016, at which time they requested a refund. They were correctly informed that the hosting was no longer refund-eligible, per GoDaddy’s refund policy, found at: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by our customer; who acknowledged and agreed to the following upon conducting business with GoDaddy:• Universal Terms of Service AgreementThis agreement is found at:...
r/Username and password. GoDaddy also offers Two-Factor Authentication, a no-cost security feature which may prevent account and domain name hijacking. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. Account management is a customer responsibility. We have spoken with our customer regarding their concerns and reviewed their options pertaining to account security. Our customer had enabled Two-Factor Authentication prior to submission of this complaint. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
https://www.godaddy.com/legal-agreements.aspxPer the user agreements, customers agree they are solely responsible for the activity which occurs within their account, whether authorized by them or not. Customers must keep their account information secure; including without limitation, their c
Thank you for the opportunity to address our customer’s additional concerns.As previously stated, GoDaddy’s support teams did not speak with our customer regarding the April 26, 2014 renewal or automatic renewal settings. Contrary to our customer’s statements, they never called in to GoDaddy's support center to discuss their account during the year 2014.On August 25, 2014, a GoDaddy agent placed a courtesy call to our customer to discuss their account. Our agent left a voice message for our customer as they were not available at that time. Our customer never returned the call. On April 16, 2016, GoDaddy sent a renewal notice to our customer regarding the pending automatic renewal of the hosting plan in question. On April 26, 2016, GoDaddy sent an order confirmation once the renewal took place. We stand by our previous response. Account management is a customer’s responsibility. GoDaddy was instructed to automatically renew the product in question and did so in good faith to honor our agreements with our customer. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO – GoDaddy
Revdex.com:
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. Thank you Revdex.com.
Regards,
[redacted]
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• Domain Name Registration AgreementCopies of the latest version of these agreements may be found at:https://www.godaddy.com/legal-agreements.aspxGoDaddy makes every attempt to register available domain names for our customers. As part of this process, we make multiple inquiries via numerous third-party systems, including the domain name registry, to check if a domain is available. If GoDaddy does not receive a negative response indicating that the domain is not available for registration, we will charge the customer for the registration and submit the request to the registry. If the request is later rejected, GoDaddy will refund the purchase price in full, as we did in this case, in accordance with the Domain Name Registration Agreement.On January 28, 2015, our customer purchased a registration request for the domain name, [redacted]. At the time of purchase, our system did not receive an immediate rejection and proceeded with the transaction. Shortly after GoDaddy submitted the registration request to the registry, it was rejected as the domain name has been registered since April 23, 2010 and is currently listed by the registry as a Premium Reserved Name. The customer will need to reach out to the Registrant of the domain name should they wish to negotiate a purchase.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. We refunded the transaction in full approximately two hours after their registration request was initiated and subsequently rejected.Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260
Thank you for responding to my complaint. One thing not addressed was the fact that the auto renewal price for the product was 10x the initial price paid. Imagine if you signed up for a Netflix account for 9.99, only to find out that auto-renewing meant you agreed to pay at the new price of $99.99. So I am shocked that you are even allowed to call that an 'auto-renewal' since really you are charging me substantially more for the exact same productSecondly, while upon digging I did find that you had sent me auto-renewal requests they had all gone straight to my spam folder. Therefore I had no idea the renewal was occurring. Thirdly, you guys in your terms of service clearly state that you are able to provide refunds to people who request within a certain timeframe of auto-renewal. However, for some bizarre reason you have a separate policy for .co addresses? I was aware that Go-Daddy had a convenient refund policy which is why I figured I would wait until after an auto-renewal occurred and then request a refund. However instead you have this bizarre clause blocking refunds on .co addresses. I have a theory as to why this is the case - I suspect it is because you offer .co addresses at a substantial discount (which gets suckers like me to sign up), then you jack up the price 10x on the auto-renew and prevent refunds. This is a quintessential sleazy business practice.I am going to continue making more an more noise about this bad business practice until the situation is rectified and I am refunded the full amount.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
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]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We stand by our previous response. From time to time a company must make the difficult decision to cease (End-of-life or EOL) providing a particular product or service. This is the case with the free hosting promotion the complainant previously made use of.We have already provided the complainant with an Economy Plesk Hosting Plan for a one-year term at no cost. As a onetime exception, we have upgraded this hosting plan to a Deluxe Plesk Hosting Plan, which will support an unlimited number of websites. The complainant will be responsible for the cost of future renewals.Should the complainant require assistance they can contact GoDaddy’s 24 Hour Customer Care Center at [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,John M[redacted]Office of the CEO - [email protected][redacted]
[redacted]
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.On May 9, 2016 our customer purchased a 16 GB Windows Dedicated Server plan for a 3...
year term through the GoDaddy Website. They upgraded this plan (through the GoDaddy website) to 32 GB on August 23, 2016. On May 12, 2017 it was determined that this server plan would require reprovisioning and our customer requested a refund for the time remaining. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time exception to GoDaddy’s Refund Policy, we will refund the time remaining on this server plan upon its cancellation. If our customer wishes to take advantage of this offer they can contact this office at [email protected]. This offer will remain in place until June 18, 2017. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
Firstly, your comments in regards to "I was trying to send a mass email" are frivolous in nature and never transpired (I would urge you to present the call).To lie, and do so in writing on behalf of the CEO of GoDaddy, is not ideal to say the least.We send hundreds of emails per day, they are individual, and seeing how we have 500 relays on the account, never exceed 400 per day there should not be any issues. Secondly, the one GoDaddy representative did state it's a known issue (a continuous prompt of a GoDaddy password when logging into Outlook), and she stated "you can simply check online, there are scattered reports everywhere."Let me show you a few of those reports:https://www.google.com/search?client=safari&rls=en&q=outlook+201...⇄ you're an authorized reseller of the MS product which has issues, you're liable to mitigate those issues.In correlation to such continuous prompts, I had to switch the Google business apps, and incurred another cost as well. , I cancelled the MS office suite (and was no longer able to use the Office programs associated with such, i.e. Word, Powerpoint, Excel, etc).Refund my money, or you'll be facing a lawsuit.
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 On February 10 and 12 of 2016 our customer’s hosting plans expired. Per their account preferences, GoDaddy attempted to renew the services utilizing the associated payment method; the financial institution declined payment. GoDaddy sent notices indicating the hosting may be canceled unless action was taken.After expiration, GoDaddy provided 20 days of hosting services without payment prior to cancellation due to non-payment on March 1 and 3 of 2016. Our customer contacted our support team after cancellation to request reinstatement.GoDaddy charges a $149.99 fee per website to restore data on occasions where a customer has not backed up their own content. Hosting restores are not a service GoDaddy regularly offers and are not guaranteed. Restore fees are not punitive; rather, it helps offset expense incurred performing data recovery work. Customers are not obligated to pay a restore fee provided they maintained their own independent backups; a responsibility agreed to upon hosting sites with GoDaddy.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The content on our customer’s two sites has been restored as requested. One of the domains and the associated name servers are registered through a 3rd and must be updated. As such, GoDaddy is denying the requested refund. We recommend our customer make note of their expiration date and back up their site content to avoid future issues; account management is a customer responsibility. Thank you again for the opportunity to address the concerns presented.Regards,John M[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. During the checkout process the purchase path includes an offer to add an Ultimate Hosting plan with a domain name purchase for as low as $9.99 with product limitations. These limitations include the verbiage explaining the purchase must be for a new 12, 24 or 36 month term.In addition, when modifying the term length in the shopping cart, prior to checkout, the pricing drop-down menu shows the hosting plans that receive a discount if they qualify. This way customers know up front if the term they are selecting is eligible for the discount before finishing the check out process.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Melanie V[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns. The credit card in question was used for the initial purchase of the hosting plan in 2014 and seven renewals between then and now. The card is still active on file and is associated with all items currently valid within the account. If this payment method is no longer valid we would recommend our customer remove it and add a valid payment method. Account management is solely a customer responsibility. If our customer wishes to recover their website content they will need to either pay the restoration fee of $150 USD or utilize any available content found on third party archival websites. Our customer will need to keep in mind that GoDaddy maintains backups for a short duration of time. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for bringing the complainant’s additional comments to our attention.As stated in our original response, account security is a customer responsibility. GoDaddy thoroughly reviewed the account in question and the information provided by the complainant. We are unable to verify an account compromise occurred, nor any unauthorized changes made to the account. As a registrar, we cannot become involved in any domain name dispute that may exist between third parties.Any further dispute over the registration of the domain name will need to be through an ICANN approved arbitration provider (http://www.icann.org/dndr/udrp/approved-providers.htm) or the court system.The complainant may also wish to review the Uniform Domain Name Dispute Resolution Policy (UDRP) at https://www.godaddy.com/agreements/showdoc.aspx?pageid=UNIFORM_DOMAIN.Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
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 April 7, 2014, our customer purchased Microsoft Office 365 plan for a two-year...
term with assistance from GoDaddy’s customer care.On April 7, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy proactively sent renewal notices to our customer prior to the renewal date, including on March 28, 2016. These notices informed our customer 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 upheld its agreements with our customer in good faith and honored its terms of service.As our customer has canceled the product, and as a one-time exception to GoDaddy’s refund policy, we have provided a refund for the unused portion of the product, a total of $306.29.All future refunds will be provided in accordance with GoDaddy’s refund policy:[redacted]We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy