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 17, 2016 our customer purchased several products for 1 year each via an agent. One of the products purchased, Business Premium email, came with a free DocuSign account. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Despite the cost of the DocuSign account being $216, our customer was issued a courtesy refund of $227 to cover the expense of the new account purchase through DocuSign. Our customer also has the use of the products purchased with GoDaddy for one year. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
When I called GoDaddy on February 1st, a support manager “Calvin L.” told me that it was clear in their system that I had changed my plan to Economy Linux Hosting for $7 a month on December 27th, 2017 in my plan settings. GoDaddy said that they received the change and gave me a confirmation in their web portal that the change had been made. The manager told me on the phone that despite making the change 3 days in advance of my plan’s expiration, and despite there being nothing said other than a confirmation of my change, “sometimes the change takes“a few days.” I made the change 3 days in advance. This is an unethical business practice purported to squeeze more money out of customers. My site would not have expired had the change been made. GoDaddy has a record of me changing my plan 3 days in advance of its expiration and has admitted that they are at fault for their slow processing times, which was only made clear to me after the new $150 charge surfaced. GoDaddy needs to admit and apologize for their unethical behavior and immediately restore my site for free, in addition to swapping my plan to Economy Linux Hosting for $7 a month.
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 Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]On April 16, 2013 during a call to our Customer Care Center the complaint purchased an Ultimate Hosting Account for a two year term.On August 12, 2014 the complainant contacted our Customer Care Center to discuss why their [redacted] based website was not displaying properly. During the course of this call our agent identified changes to the site related to the complainant’s actions and installation of plug-ins to be the cause of the site’s problems. GoDaddy worked vigorously to resolve all of the technical issues the complainant experienced. Ultimately it is a customer responsibility to maintain independent archival and backup copies of their website or server content and research plug-ins prior to installation and activation on the Word Press Platform.A Hosting Restore was provided to the complainant at a 50% discount of our standard pricing however, we have no control over the adverse effects that plug-ins may have on any website or its content. The fee is not a punitive fee but it is one we charge for the restoration attempt service.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.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception we have provided the complainant with a refund for cost of their Hosting Restore ($75.00), please allow 5 to 7 days for this to reflect with their financial institution.EDUCATION: The complainant might find these GoDaddy articles regarding [redacted] useful. Helpful [redacted] Articles:[redacted]Backing up and Restoring MySQL or MSSQL Databases:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 15, 2017, our customer’s account was accessed using their login...
credentials. During their login session, they entered the domain manager and updated the name servers on their primary domain to point to a third party hosting company. Approximately 14 minutes later, our customer proceeded to cancel 3 email plans along with the hosting plan in question.When canceling products, our customers are presented with a screen to review the items they are canceling and are required to confirm the cancellation before proceeding.Our customer contacted our customer support center on February 21, 2017, to inquire about their website being down. They were properly informed the hosting was cancelled via the customer’s login credentials on January 15, 2017.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Because the hosting account was canceled more than 30 days ago, GoDaddy no longer has a backup of our customer’s website content. Per the Hosting Agreement accepted by our customer, they are required to maintain their own local website backups.As a gesture of goodwill, and to show our customer we value their business, we will provide three months of deluxe web hosting at no charge to them as a one-time courtesy. They will then be required to log into their account and upload their own local backups of the website.If this offer is satisfactory to our customer, they can email [email protected] to accept and we will proceed to add the 3 months of web hosting to their account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer.We were able to connect with our customer via phone to try and address their concerns. GoDaddy provides multiple options our customers may use to gain access to an account and/or validate an account. Our customer chose to decline all of the options presented to them.Our customer may find the following help article useful for understanding GoDaddy’s process when a domain name expires: https://www.godaddy.com/help/what-happens-after-domain-names-expire-6700Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Melanie V[redacted]Office of the CEO - GoDaddy
Pertaining to the response by godaddy - the domain in question could not have been registered since 2003 since it was available on August 20, 2016 when I searched for the domain directly on godaddy's site. Once I returned to the site to purchase the domain it was then taken. Godaddy claims they don't "front run" sites when in fact they do! This is a fraudulent practice and an attempt to extort individuals with outrageous offers to them sell them the domain from an "anonymous" registrant. I don't believe I am the first individual to bring forward a complaint as such against godaddy. Currently I am searching for a cached version in my browser showing the recent availability of this site.
Thank you for the opportunity to address our customer’s additional concerns.GoDaddy is committed to helping all customers to the best of our ability, but we must do so within our agreed and stated scope of support. If our customer has questions about the support we offer, they may review our Statement of Support online at [redacted]Again, we appreciate our customer’s candor in relation to their interactions with our Customer Care team, and our office will review these and provide appropriate coaching where improvement opportunities exist. If our customer believes they are not receiving appropriate customer support in line with our Statement of Support, they are welcome to ask for a supervisor during their interactions with our Customer Care.We understand technical issues such as scripting or image manipulation can be frustrating. While GoDaddy's teams are happy to assist with concerns related to the operation of products such as hosting, our agents may have varying levels of knowledge with specific applications, and as such, they may be able to direct customers to help articles, but may not always be able to directly assist. 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 the additional concerns presented by our customer. We stand by our previous response. Our customer had indicated they initiated the process to move a domain name from one GoDaddy account to another, utilizing the Account Change process. There are multiple steps required by a customer to perform this process, including the acknowledgement of our Domain Name Change of Registrant Agreement. We appreciate our customer’s candid feedback regarding terminology within the email notification referenced 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 concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 1, 2016, our customer registered a domain and a Website Builder plan for a...
1-year term via online transaction. The customer was provided an Office 365 starter email plan at no additional cost with the purchase. Prior to renewal, our customer cancelled their domain name, however, they did not cancel the Website Builder and Email plan. As a result, those products renewed for an additional 1-year term per our customer’s account preferences. This was done in a good faith effort to honor agreements with our customer.Our customer attempted to connect with our support teams in order to address this recent billing but was unable to validate their account. GoDaddy support teams must be able to validate an account before discussing any account related inquiries with a customer to ensure they are speaking with the account holder or someone authorized for the account. We appreciate our customer’s candid feedback about their interactions with our support staff during this process and will ensure it is shared with our customer care managers in an effort to identify improvement opportunitiesRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. We have attempted to connect with our customer to address their concerns, but have only been able to leave them a message. Our customer can connect with us by responding to our follow up email we sent or they may email us at [email protected] you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and would like to present the following.Upon purchase of services, our customer acknowledged and accepted the...
following agreements:• Universal Terms of Service • Domain Name Registration Agreement• Hosting AgreementThe latest version of these agreements may be found at:[redacted]As part of an ongoing effort to protect our customers and credit card holders from unauthorized online purchases, GoDaddy routinely requests payment verification for new purchases. In conjunction with our Universal Terms of Service Agreement, our customer was requested to provide a copy of the payment method account holder’s government-issued photo identification, such as a driver’s license or passport. They were also informed that if we do not receive the requested documentation that that order may be canceled. This notification was sent to our customer on December 23, 2014 and the information is requested within a 48 hour timeframe.Because our Verification Office did not receive the required documentation to validate the order until December 27, 2014, GoDaddy canceled the services and issued a full refund back to the credit card holder on December 26, 2014.RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and credit card holder. The customer has since provided the proper requested information and the account has been unlocked. The customer has already repurchased their products and we consider this matter resolved.Thank you again for the opportunity to address the concerns presented by our valuable customer.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone###-###-#### FaxThis email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.
The emails I kept from GoDaddy since 2014 are helpful to give constructive criticism here and clarify the issue at hand. FOR THE FULL SET OF MY COMMENTS RESPONDING TO GODADDY'S ALLEGATIONS, DATE BY DATE, PLEASE SEE THE ATTACHED DOCUMENT. A business can have all the terms and conditions it wants. The question is: Is the company above board with its consumers or not so much? Is the practice of giving free products "included" with a chosen plan and then automatically renewing the free products, now with a fee, and without sending the consumer a "purchase receipt" of any kind, fair business practice or even good faith? TO ILLUSTRATE FUTHER, THERE IS A DIFFERENCE BETWEEN: (1) NOT THE CASE AT HAND - A CONSUMER SPECIFICALLY SIGNING UP FOR A FREE TRIAL AND PROVIDING A CREDIT CARD FOR AUTO-RENEWAL AT THE END OF THE TRIAL PERIOD OF THAT SPECIFIC SERVICE AND GETING BILLED BY THE COMPANY MONTHLY; AND (2) THE CASE AT HAND - A CONSUMER BEING GIVEN FREE PRODUCTS WITH A FEE-PRODUCT ORDERED. THEN AFTER THE CONSUMER (IMMEDIATELY) CANCELS THE FEE-PRODUCT WHICH "INCLUDES" THE FREE PRODUCTS, THE COMPANY KEEPING THE FREE PRODUCT ON THE ACCOUNT AND THEN AUTO-RENEWING THE FREE PRODUCT FOR A FEE (USING THE CREDIT CARD CONSUMER PROVIDED FOR THE FEE-SERVICE), WITHOUT THE COMPANY SENDING THE CONSUMER A "PURCHASE RECEIPT" WITH THE COSTS OF THE PRODUCT THAT SPECIFIES THAT S/HE HAS ACTUALLY PLACED AN ORDER. THIS BUSINESS PRACTICE IS PARTICULARLY TROUBLESOME WHEN THE COMPANY APPEARS TO SEND PURCHASE RECEIPTS AS A MATTER OF COURSE. IF A COMPANY SENDS PURCHASE RECEIPTS IN ONE INSTANCE, HOW DOES IT JUSTIFY NOT SENDING THEM IN ANOTHER IN GOOD FAITH AND AS FAIR BUSINESS PRACTICE? IS THAT INTENTIONALLY OBFUSCATING THE BILLING THAT IS TAKING PLACE FROM THE CONSUMER?
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 February 25, 2017 our customer set up a free 30 day trial of GoDaddy’s GoCentral...
Online Store. On March 22, 2017 that plan was manually renewed via online transaction by our customer. On March 2, 2017 our customer connected with our 24/7 Customer Care Center looking for assistance with SEO. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. In accordance with GoDaddy’s Publicly located Refund Policy monthly products are not refundable 48 hours after purchase. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed the complainant’s correspondence and would like to present the following.Upon purchase of services the complainant acknowledged and accepted the following agreements:• GoDaddy...
Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Auctions Membership AgreementCopies of the latest version of these agreements may be found at:[redacted]On July 3, 2012 the complainant purchased a GoDaddy Auction membership and Domain Name through our Expired Domain service. Per the complainants account preferences, GoDaddy was instructed to automatically renew the services in question and did so in a Good Faith effort to honor its agreements with the complainant. Account management is a customer responsibility. The Domain Name was renewed on May 27, 2013 and 2014 while the GoDaddy Auction membership renewed on June 23, 2013 and 2014. GoDaddy sent renewal notices prior to the expiration date on:February 25, 2013 February 25, 2014March 25, 2013 March 25, 2014March 27, 2013 March 27, 2014April 24, 2013 April 24, 2014April 26, 2013 April 26, 2014May 11, 2013 May 11, 2014May 21, 2013 May 21, 2014May 24, 2013 May 24, 2014June 8, 2013 June 8, 2014RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complaint first contacted our Customer Care Center on November 8, 2014 regarding these products and to request a refund. During this call the complainant updated their account preferences and cancelled the automatic renewal for these products.As a onetime exception to our refund policy we will provide the complainant with a refund for the most recent renewal of their GoDaddy Auction membership. Please allow 5 to 7 days for this to reflect with their financial institution.EDUCATION:The following GoDaddy Support articles will be helpful in the future to the complainant for disabling automatic renewal and/or canceling unwanted products and services:Managing Renewals for Products and Services[redacted]Canceling Products[redacted]Refund Policy[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We stand by our previous response. After the complainant did not respond to multiple requests that they bring their account into compliance to protect the integrity of our network, we were forced to remove the content in question and suspend their Shared Hosting Account. Our staff attempted to work with the complainant in a cooperative effort to resolve their concerns but had no control over their actions.On February 24, 2015 the complainant did bring their account into compliance with our requests and it was reactivated. At this time the complainant has access to all functions in their Account including the control panel.Thank you 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
Thank you for the opportunity to address our customer’s additional concerns.As stated in our original response, account management is a customer responsibility. This includes the cancellation of unwanted services and the removal of existing payment methods. Furthermore, GoDaddy does not charge customers for services that have been previously cancelled. The domain referenced in our original response was still active at the time it was renewed in accordance with our customer's account settings.GoDaddy is unable to completely remove customer accounts, as stated in our Privacy Policy. GoDaddy only keeps information as necessary in order to comply with our legal obligations, resolve disputes, or enforce our agreements. We can place customer accounts in a deactivated status in accordance with our Privacy Policy. To deactivate a GoDaddy account, GoDaddy requires all products to be canceled and all payment methods removed from within the account. Once this is done, our 24/7 support staff can assist our customer with deactivating their account.Our customer may find the GoDaddy Help articles below helpful. Remove Payment Methods - https://www.godaddy.com/help/remove-payment-methods-16262Canceling Products - https://www.godaddy.com/help/canceling-products-7468Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Stephen Julian Office of the CEO – GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. GoDaddy does not arbitrarily change the automatic renewal setting on a customer’s behalf; account management is a customer responsibility. Customers may, at any time, log into their account and modify this preference. GoDaddy also sent the complainant email notifications of the pending renewal prior to taking renewal action as directed by the complainant via their account preferences.As a goodwill gesture and one-time exception to our refund policy, GoDaddy has refunded 50% of the renewal cost of the domain to the complainant’s original payment method, a total of $32.05.Thank you again 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]Scottsdale, AZ 85260
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 March 14, 2015, our customer contacted GoDaddy and purchased a Virtual Private...
Server (VPS). This server was in use until August 10, 2017.On July 26, 2017, our customer contacted GoDaddy on two separate occasions for help with a server setting. At no time did our customer state they were unable to access the server via SSH. GoDaddy did not make modifications to our customer’s VPS.On August 9, 2017, our customer contacted GoDaddy three times because of server permission errors. During the first two interactions, GoDaddy staff and our customer were able to access the server via SSH. During the third interaction, it was determined the server was no longer accessible and would need to be re-provisioned; this action resets the server to its original state. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.VPS Virtual Private Servers are sold with the understanding that the customer is knowledgeable and can administer their own server, as they are responsible for performing any configurations, software installations, disk space allocations (e.g. to email accounts, databases, websites, etc.), and troubleshooting any issues therein. The reason we charge a server 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. Per our terms of service (to which our customer agreed) it is our customer's responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
I am unhappy with the response by Godaddy, Inc. As a paying customer with the corporation for years, I requested within 30 days of my hosting plan with them expiring, access to my information. I am aware that it was my responsibility to backup my data, and unfortunately this did not occur, and I am asking Godaddy, Inc. to make a good faith effort on their part to support their promise of customer service, as seen in their mission promise to "help their customer's kick as." The link to this statement is found in: [redacted]. I did not experience this promise. When I asked for even a 24-hr option to access my data, this was denied. I was ready to sign up again for another period of hosting with this company, yet they did not support my "small, independent venture" (see https://[redacted] ) as they claim to, and instead insisted on an additional $150 to access my information. While this practice may be part of their common practice, I don't think it holds true to how they depict themselves as a company that cares about their customers, nor is it acceptable as an example of good customer service. This is my complaint: poor customer service, an unwillingness to work with a long-term customer who is asking for access to her account for a short period of time. Instead, this company has decided to hold my account hostage so that they can make more money off of me. This is sad, because I was a long-term committed customer for years, and was not planning on going anywhere. Again, I am not arguing their legal responsibility to me and my own responsibility in the transaction, but complaining about their lack of customer service, concern for the business relationship and their unwillingness to treat their long-term customer in a fair way.
GoDaddy's response does NOT address my complaint! I never asked them to insert photos, but to show me how to get the photos to appear in high-def form. None of the GoDaddy advisors knew how to and admitted that they did NOT support WordPress. I was told initially that GoDaddy would support my WordPress program. None of those I spoke with at GoDaddy could help me. One had the audacity to suggest I go back to the person who originally set up my WP site. Yet, I received the help I needed almost instantly from ServMask. GoDaddy might do a good job wiggling around the question, but they never were able to help me and is a sham. They should reimburse me the unused money I paid them. GoDaddy is claiming to be a service orientated company. I paid for what they represented to me. I did not receive goods for which I paid them for. Therefore, they should reimburse me.Had GoDaddy lived up to what they represented to me, had GoDaddy been able to handle what turned out to be a very simple task, I would still be their customer. What a disappointment made more so by their CEO's response. Shame on GoDaddy! I wish now that I had read all the negative reviews Revdex.com shows against GoDaddy I would have saved myself some grief!
Thank you for the opportunity to address the additional concerns presented by our customer. GoDaddy stands by its previous response. Account management is a customer responsibility. Customers may, at any time, log into their account and modify account renewal preferences. Most products set to automatic renewal will renew for a length equal to the original purchase term. Furthermore, GoDaddy sent renewal notices to our customer prior to the expiration date, including on March 19, 2016, notices that our customer admittedly disregarded. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.GoDaddy’s Refund Policy can be found at the following link:https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
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 17, 2016 our customer purchased several products for 1 year each via an agent. One of the products purchased, Business Premium email, came with a free DocuSign account. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Despite the cost of the DocuSign account being $216, our customer was issued a courtesy refund of $227 to cover the expense of the new account purchase through DocuSign. Our customer also has the use of the products purchased with GoDaddy for one year. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
When I called GoDaddy on February 1st, a support manager “Calvin L.” told me that it was clear in their system that I had changed my plan to Economy Linux Hosting for $7 a month on December 27th, 2017 in my plan settings. GoDaddy said that they received the change and gave me a confirmation in their web portal that the change had been made. The manager told me on the phone that despite making the change 3 days in advance of my plan’s expiration, and despite there being nothing said other than a confirmation of my change, “sometimes the change takes“a few days.” I made the change 3 days in advance. This is an unethical business practice purported to squeeze more money out of customers. My site would not have expired had the change been made. GoDaddy has a record of me changing my plan 3 days in advance of its expiration and has admitted that they are at fault for their slow processing times, which was only made clear to me after the new $150 charge surfaced. GoDaddy needs to admit and apologize for their unethical behavior and immediately restore my site for free, in addition to swapping my plan to Economy Linux Hosting for $7 a month.
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 Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]On April 16, 2013 during a call to our Customer Care Center the complaint purchased an Ultimate Hosting Account for a two year term.On August 12, 2014 the complainant contacted our Customer Care Center to discuss why their [redacted] based website was not displaying properly. During the course of this call our agent identified changes to the site related to the complainant’s actions and installation of plug-ins to be the cause of the site’s problems. GoDaddy worked vigorously to resolve all of the technical issues the complainant experienced. Ultimately it is a customer responsibility to maintain independent archival and backup copies of their website or server content and research plug-ins prior to installation and activation on the Word Press Platform.A Hosting Restore was provided to the complainant at a 50% discount of our standard pricing however, we have no control over the adverse effects that plug-ins may have on any website or its content. The fee is not a punitive fee but it is one we charge for the restoration attempt service.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.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception we have provided the complainant with a refund for cost of their Hosting Restore ($75.00), please allow 5 to 7 days for this to reflect with their financial institution.EDUCATION: The complainant might find these GoDaddy articles regarding [redacted] useful. Helpful [redacted] Articles:[redacted]Backing up and Restoring MySQL or MSSQL Databases:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 15, 2017, our customer’s account was accessed using their login...
credentials. During their login session, they entered the domain manager and updated the name servers on their primary domain to point to a third party hosting company. Approximately 14 minutes later, our customer proceeded to cancel 3 email plans along with the hosting plan in question.When canceling products, our customers are presented with a screen to review the items they are canceling and are required to confirm the cancellation before proceeding.Our customer contacted our customer support center on February 21, 2017, to inquire about their website being down. They were properly informed the hosting was cancelled via the customer’s login credentials on January 15, 2017.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Because the hosting account was canceled more than 30 days ago, GoDaddy no longer has a backup of our customer’s website content. Per the Hosting Agreement accepted by our customer, they are required to maintain their own local website backups.As a gesture of goodwill, and to show our customer we value their business, we will provide three months of deluxe web hosting at no charge to them as a one-time courtesy. They will then be required to log into their account and upload their own local backups of the website.If this offer is satisfactory to our customer, they can email [email protected] to accept and we will proceed to add the 3 months of web hosting to their account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer.We were able to connect with our customer via phone to try and address their concerns. GoDaddy provides multiple options our customers may use to gain access to an account and/or validate an account. Our customer chose to decline all of the options presented to them.Our customer may find the following help article useful for understanding GoDaddy’s process when a domain name expires: https://www.godaddy.com/help/what-happens-after-domain-names-expire-6700Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Melanie V[redacted]Office of the CEO - GoDaddy
Pertaining to the response by godaddy - the domain in question could not have been registered since 2003 since it was available on August 20, 2016 when I searched for the domain directly on godaddy's site. Once I returned to the site to purchase the domain it was then taken. Godaddy claims they don't "front run" sites when in fact they do! This is a fraudulent practice and an attempt to extort individuals with outrageous offers to them sell them the domain from an "anonymous" registrant. I don't believe I am the first individual to bring forward a complaint as such against godaddy. Currently I am searching for a cached version in my browser showing the recent availability of this site.
Thank you for the opportunity to address our customer’s additional concerns.GoDaddy is committed to helping all customers to the best of our ability, but we must do so within our agreed and stated scope of support. If our customer has questions about the support we offer, they may review our Statement of Support online at [redacted]Again, we appreciate our customer’s candor in relation to their interactions with our Customer Care team, and our office will review these and provide appropriate coaching where improvement opportunities exist. If our customer believes they are not receiving appropriate customer support in line with our Statement of Support, they are welcome to ask for a supervisor during their interactions with our Customer Care.We understand technical issues such as scripting or image manipulation can be frustrating. While GoDaddy's teams are happy to assist with concerns related to the operation of products such as hosting, our agents may have varying levels of knowledge with specific applications, and as such, they may be able to direct customers to help articles, but may not always be able to directly assist. 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 the additional concerns presented by our customer. We stand by our previous response. Our customer had indicated they initiated the process to move a domain name from one GoDaddy account to another, utilizing the Account Change process. There are multiple steps required by a customer to perform this process, including the acknowledgement of our Domain Name Change of Registrant Agreement. We appreciate our customer’s candid feedback regarding terminology within the email notification referenced 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 concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 1, 2016, our customer registered a domain and a Website Builder plan for a...
1-year term via online transaction. The customer was provided an Office 365 starter email plan at no additional cost with the purchase. Prior to renewal, our customer cancelled their domain name, however, they did not cancel the Website Builder and Email plan. As a result, those products renewed for an additional 1-year term per our customer’s account preferences. This was done in a good faith effort to honor agreements with our customer.Our customer attempted to connect with our support teams in order to address this recent billing but was unable to validate their account. GoDaddy support teams must be able to validate an account before discussing any account related inquiries with a customer to ensure they are speaking with the account holder or someone authorized for the account. We appreciate our customer’s candid feedback about their interactions with our support staff during this process and will ensure it is shared with our customer care managers in an effort to identify improvement opportunitiesRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. We have attempted to connect with our customer to address their concerns, but have only been able to leave them a message. Our customer can connect with us by responding to our follow up email we sent or they may email us at [email protected] you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and would like to present the following.Upon purchase of services, our customer acknowledged and accepted the...
following agreements:• Universal Terms of Service • Domain Name Registration Agreement• Hosting AgreementThe latest version of these agreements may be found at:[redacted]As part of an ongoing effort to protect our customers and credit card holders from unauthorized online purchases, GoDaddy routinely requests payment verification for new purchases. In conjunction with our Universal Terms of Service Agreement, our customer was requested to provide a copy of the payment method account holder’s government-issued photo identification, such as a driver’s license or passport. They were also informed that if we do not receive the requested documentation that that order may be canceled. This notification was sent to our customer on December 23, 2014 and the information is requested within a 48 hour timeframe.Because our Verification Office did not receive the required documentation to validate the order until December 27, 2014, GoDaddy canceled the services and issued a full refund back to the credit card holder on December 26, 2014.RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and credit card holder. The customer has since provided the proper requested information and the account has been unlocked. The customer has already repurchased their products and we consider this matter resolved.Thank you again for the opportunity to address the concerns presented by our valuable customer.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone###-###-#### FaxThis email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.
The emails I kept from GoDaddy since 2014 are helpful to give constructive criticism here and clarify the issue at hand. FOR THE FULL SET OF MY COMMENTS RESPONDING TO GODADDY'S ALLEGATIONS, DATE BY DATE, PLEASE SEE THE ATTACHED DOCUMENT. A business can have all the terms and conditions it wants. The question is: Is the company above board with its consumers or not so much? Is the practice of giving free products "included" with a chosen plan and then automatically renewing the free products, now with a fee, and without sending the consumer a "purchase receipt" of any kind, fair business practice or even good faith? TO ILLUSTRATE FUTHER, THERE IS A DIFFERENCE BETWEEN: (1) NOT THE CASE AT HAND - A CONSUMER SPECIFICALLY SIGNING UP FOR A FREE TRIAL AND PROVIDING A CREDIT CARD FOR AUTO-RENEWAL AT THE END OF THE TRIAL PERIOD OF THAT SPECIFIC SERVICE AND GETING BILLED BY THE COMPANY MONTHLY; AND (2) THE CASE AT HAND - A CONSUMER BEING GIVEN FREE PRODUCTS WITH A FEE-PRODUCT ORDERED. THEN AFTER THE CONSUMER (IMMEDIATELY) CANCELS THE FEE-PRODUCT WHICH "INCLUDES" THE FREE PRODUCTS, THE COMPANY KEEPING THE FREE PRODUCT ON THE ACCOUNT AND THEN AUTO-RENEWING THE FREE PRODUCT FOR A FEE (USING THE CREDIT CARD CONSUMER PROVIDED FOR THE FEE-SERVICE), WITHOUT THE COMPANY SENDING THE CONSUMER A "PURCHASE RECEIPT" WITH THE COSTS OF THE PRODUCT THAT SPECIFIES THAT S/HE HAS ACTUALLY PLACED AN ORDER. THIS BUSINESS PRACTICE IS PARTICULARLY TROUBLESOME WHEN THE COMPANY APPEARS TO SEND PURCHASE RECEIPTS AS A MATTER OF COURSE. IF A COMPANY SENDS PURCHASE RECEIPTS IN ONE INSTANCE, HOW DOES IT JUSTIFY NOT SENDING THEM IN ANOTHER IN GOOD FAITH AND AS FAIR BUSINESS PRACTICE? IS THAT INTENTIONALLY OBFUSCATING THE BILLING THAT IS TAKING PLACE FROM THE CONSUMER?
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 February 25, 2017 our customer set up a free 30 day trial of GoDaddy’s GoCentral...
Online Store. On March 22, 2017 that plan was manually renewed via online transaction by our customer. On March 2, 2017 our customer connected with our 24/7 Customer Care Center looking for assistance with SEO. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. In accordance with GoDaddy’s Publicly located Refund Policy monthly products are not refundable 48 hours after purchase. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed the complainant’s correspondence and would like to present the following.Upon purchase of services the complainant acknowledged and accepted the following agreements:• GoDaddy...
Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Auctions Membership AgreementCopies of the latest version of these agreements may be found at:[redacted]On July 3, 2012 the complainant purchased a GoDaddy Auction membership and Domain Name through our Expired Domain service. Per the complainants account preferences, GoDaddy was instructed to automatically renew the services in question and did so in a Good Faith effort to honor its agreements with the complainant. Account management is a customer responsibility. The Domain Name was renewed on May 27, 2013 and 2014 while the GoDaddy Auction membership renewed on June 23, 2013 and 2014. GoDaddy sent renewal notices prior to the expiration date on:February 25, 2013 February 25, 2014March 25, 2013 March 25, 2014March 27, 2013 March 27, 2014April 24, 2013 April 24, 2014April 26, 2013 April 26, 2014May 11, 2013 May 11, 2014May 21, 2013 May 21, 2014May 24, 2013 May 24, 2014June 8, 2013 June 8, 2014RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complaint first contacted our Customer Care Center on November 8, 2014 regarding these products and to request a refund. During this call the complainant updated their account preferences and cancelled the automatic renewal for these products.As a onetime exception to our refund policy we will provide the complainant with a refund for the most recent renewal of their GoDaddy Auction membership. Please allow 5 to 7 days for this to reflect with their financial institution.EDUCATION:The following GoDaddy Support articles will be helpful in the future to the complainant for disabling automatic renewal and/or canceling unwanted products and services:Managing Renewals for Products and Services[redacted]Canceling Products[redacted]Refund Policy[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We stand by our previous response. After the complainant did not respond to multiple requests that they bring their account into compliance to protect the integrity of our network, we were forced to remove the content in question and suspend their Shared Hosting Account. Our staff attempted to work with the complainant in a cooperative effort to resolve their concerns but had no control over their actions.On February 24, 2015 the complainant did bring their account into compliance with our requests and it was reactivated. At this time the complainant has access to all functions in their Account including the control panel.Thank you 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
Thank you for the opportunity to address our customer’s additional concerns.As stated in our original response, account management is a customer responsibility. This includes the cancellation of unwanted services and the removal of existing payment methods. Furthermore, GoDaddy does not charge customers for services that have been previously cancelled. The domain referenced in our original response was still active at the time it was renewed in accordance with our customer's account settings.GoDaddy is unable to completely remove customer accounts, as stated in our Privacy Policy. GoDaddy only keeps information as necessary in order to comply with our legal obligations, resolve disputes, or enforce our agreements. We can place customer accounts in a deactivated status in accordance with our Privacy Policy. To deactivate a GoDaddy account, GoDaddy requires all products to be canceled and all payment methods removed from within the account. Once this is done, our 24/7 support staff can assist our customer with deactivating their account.Our customer may find the GoDaddy Help articles below helpful. Remove Payment Methods - https://www.godaddy.com/help/remove-payment-methods-16262Canceling Products - https://www.godaddy.com/help/canceling-products-7468Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Stephen Julian Office of the CEO – GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. GoDaddy does not arbitrarily change the automatic renewal setting on a customer’s behalf; account management is a customer responsibility. Customers may, at any time, log into their account and modify this preference. GoDaddy also sent the complainant email notifications of the pending renewal prior to taking renewal action as directed by the complainant via their account preferences.As a goodwill gesture and one-time exception to our refund policy, GoDaddy has refunded 50% of the renewal cost of the domain to the complainant’s original payment method, a total of $32.05.Thank you again 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]Scottsdale, AZ 85260
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 March 14, 2015, our customer contacted GoDaddy and purchased a Virtual Private...
Server (VPS). This server was in use until August 10, 2017.On July 26, 2017, our customer contacted GoDaddy on two separate occasions for help with a server setting. At no time did our customer state they were unable to access the server via SSH. GoDaddy did not make modifications to our customer’s VPS.On August 9, 2017, our customer contacted GoDaddy three times because of server permission errors. During the first two interactions, GoDaddy staff and our customer were able to access the server via SSH. During the third interaction, it was determined the server was no longer accessible and would need to be re-provisioned; this action resets the server to its original state. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.VPS Virtual Private Servers are sold with the understanding that the customer is knowledgeable and can administer their own server, as they are responsible for performing any configurations, software installations, disk space allocations (e.g. to email accounts, databases, websites, etc.), and troubleshooting any issues therein. The reason we charge a server 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. Per our terms of service (to which our customer agreed) it is our customer's responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
I am unhappy with the response by Godaddy, Inc. As a paying customer with the corporation for years, I requested within 30 days of my hosting plan with them expiring, access to my information. I am aware that it was my responsibility to backup my data, and unfortunately this did not occur, and I am asking Godaddy, Inc. to make a good faith effort on their part to support their promise of customer service, as seen in their mission promise to "help their customer's kick a
s." The link to this statement is found in: [redacted]. I did not experience this promise. When I asked for even a 24-hr option to access my data, this was denied. I was ready to sign up again for another period of hosting with this company, yet they did not support my "small, independent venture" (see https://[redacted] ) as they claim to, and instead insisted on an additional $150 to access my information. While this practice may be part of their common practice, I don't think it holds true to how they depict themselves as a company that cares about their customers, nor is it acceptable as an example of good customer service. This is my complaint: poor customer service, an unwillingness to work with a long-term customer who is asking for access to her account for a short period of time. Instead, this company has decided to hold my account hostage so that they can make more money off of me. This is sad, because I was a long-term committed customer for years, and was not planning on going anywhere. Again, I am not arguing their legal responsibility to me and my own responsibility in the transaction, but complaining about their lack of customer service, concern for the business relationship and their unwillingness to treat their long-term customer in a fair way.
GoDaddy's response does NOT address my complaint! I never asked them to insert photos, but to show me how to get the photos to appear in high-def form. None of the GoDaddy advisors knew how to and admitted that they did NOT support WordPress. I was told initially that GoDaddy would support my WordPress program. None of those I spoke with at GoDaddy could help me. One had the audacity to suggest I go back to the person who originally set up my WP site. Yet, I received the help I needed almost instantly from ServMask. GoDaddy might do a good job wiggling around the question, but they never were able to help me and is a sham. They should reimburse me the unused money I paid them. GoDaddy is claiming to be a service orientated company. I paid for what they represented to me. I did not receive goods for which I paid them for. Therefore, they should reimburse me.Had GoDaddy lived up to what they represented to me, had GoDaddy been able to handle what turned out to be a very simple task, I would still be their customer. What a disappointment made more so by their CEO's response. Shame on GoDaddy! I wish now that I had read all the negative reviews Revdex.com shows against GoDaddy I would have saved myself some grief!
Thank you for the opportunity to address the additional concerns presented by our customer. GoDaddy stands by its previous response. Account management is a customer responsibility. Customers may, at any time, log into their account and modify account renewal preferences. Most products set to automatic renewal will renew for a length equal to the original purchase term. Furthermore, GoDaddy sent renewal notices to our customer prior to the expiration date, including on March 19, 2016, notices that our customer admittedly disregarded. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.GoDaddy’s Refund Policy can be found at the following link:https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy