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 12, 2016, our customer purchased two GoDaddy Website Builder plans each for...
a one-year term via an online transaction. Both plans also came with a Starter Office 365 plan which was free for the first year. On January 12, 2017 two Website Builder plans and Office 365 plans automatically renewed for a one-year term per our customer’s account preferences. This was done in a good faith effort to honor agreements with our customer. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. GoDaddy also sent our customer email notifications of the pending renewal prior to taking renewal action as directed by our customer. Receipts were sent after the renewal to the email address on file.Also on January 12, 2017, our customer contacted GoDaddy’s support team, which worked with the customer to cancel the plans in question and request a refund. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. Typically, once a refund is approved the money is sent back to the payment institution and can take up to 5-10 days for this to be reflected with the payment institution. In the customer’s case however, the charge was “auto-voided”, meaning as the refund was processed before the charge processed with the customer’s payment provider, the money was never removed from their account. We recommend our customer reach out to their payment institution to confirm the status of the funds.Thank 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 the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 19 2011, the complainant registered the speciified domain name for a one-year term via an online transaction. This is for the period ending April 19, 2012.On February 1, 2012 the complainant manually renewed the domain name for a two-year term via an online transaction. This is for the period ending April 19, 2014.On April 20, 2015; per the complainant's account preferences, GoDaddy was instructed to automatically renew the domain name in question and attempted to do so in a good faith effort to honor its agreements with the customer. However, the complainant’s financial institution declined payment and the complainant was notified by email. GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.GoDaddy sent renewal notices prior to the expiration date on:• January 19, 2015• February 18, 2015• March 20, 2015• April 04, 2015• April 14, 2015GoDaddy also sent notices after expiration date on:• April 20, 2015• April 24, 2015• May 1, 2015These notices indicated the complainant would need to take action to avoid a loss of service.GoDaddy’s support teams also made multiple attempts to connect with the complainant to discuss the failed product renewal and was unsuccessful.On the domain name's expiration date, the complainant’s agreed and purchased term of domain registration ended. After an 18-day grace period from time of expiration, GoDaddy charges an $80 redemption fee to redeem the domain, as discussed in detail within the registration agreement referenced above.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Account management and renewal of products in a timely manner is solely a customer responsibility. While we make a best effort to partner in the success of our customers, they must also be responsible for their actions or lack thereof.We have reached out to the complainant and as a one-time exception offered to waive the redemption fee for the domain name in question. The complainant was not able to address this while on the phone with us and we have noted their account accordingly. The complainant may work with our support teams to renew their domain. This is a time sensitve matter; it is vital the complainant connects with our support teams as soon as possible to redeem the domain name.EDUCATION:The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:What happens after domain names expire? - https://support.godaddy.com/help/article/6700/what-happens-after-domain-names-ex...⇄ I renew my domain name after it expires? - https://support.godaddy.com/help/article/609/can-i-renew-my-domain-name-after-it...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
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 the following upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest...
version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 3, 2014 our customer purchased several domain name registrations via online transaction, each for a 2-year term.On January 4, 2016; per our customer's account preferences, GoDaddy was instructed to automatically renew the domains, each for another 2-year term and did so to honor its agreements. GoDaddy sent renewal notices prior to the expiration date on:• October 5, 2015• November 4, 2015• December 4, 2015• December 19, 2015• December 29, 2015These notices informed the 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 in good faith with our customer and honored its terms of service.Our customer did not contact GoDaddy until after the timeframe had passed to receive a refund. As GoDaddy is unable to receive a refund from the registry for the domain name renewals, we are unable to refund our customer. We encourage our customer to review and manage their account settings to prevent further unwanted renewals.Our customer may find the following GoDaddy Help articles useful:Refund Policy- https://support.godaddy.com/help/article/8849/refund-policy Managing Renewals - https://www.godaddy.com/help/managing-renewals-for-products-and-services-725 Thank you again for the opportunity to address the concerns presented by the our customer.Kindest regards,Gary H[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:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]On December 31, 2014 the complaint purchased a Managed WordPress account for a 3 month term at a promotional price of $3.00 (USD). On January 24, 2015 the complainant contacted our Customer Care Center requesting a restore of their Managed WordPress account. Prior to contacting our Customer Care Center the complainant had removed the content from their WordPress database and uploaded new tables. These actions have effectively prevented us from restoring their content. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy worked vigorously to resolve all of the technical issues our customer was experiencing. Ultimately it is a customer responsibility to maintain independent archival and backup copies of their website or server content;EDUCATION: The complainant might find these GoDaddy articles regarding WordPress useful. Helpful WordPress 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 additional concerns.As previously stated, our customer needs to follow the instructions provided by our Two-Step Cancellation team. Once the request is correctly received, we can move forward with the cancellation of the service in question. 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
Thank you for the opportunity to address the additional concerns presented by the complainant. Contrary to our customer's understanding they were not paying for unpaid fees incurred by the prior domain owner. The domain name in question originally expired on March 8, 2015. When our customer purchased the domain name through the Expired Domain Auction they acknowledged that the time being paid for started on the domains original expiration date, not the date the order was processed. As previously stated, the domain name in question has now expired and reached a redemption status. As a one-time exception and gesture of goodwill, GoDaddy is willing to waive the $80 redemption fee. Our customer may contact our 24/7 Customer Consultation and Care team directly at ###-###-#### to take advantage of this offer.Thank you again for the opportunity to address the additional concerns presented by the complainant.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted]On January 26, 2016, during a call with our customer care center, our customer...
purchased GoDaddy’s Get Found service for a five-year term. On November 18, 2016, our customer contacted our customer care center to request a refund for the time remaining on their Get Found service. At that time their requested refund was processed as an In-Store credit, however, the product remained active.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The GoDaddy product our customer purchased worked as expected, as their website is listed in major search engines such as [redacted] and [redacted]. Should our customer cancel their Get Found service we will be happy to refund their previously provided In-Store credit back to the original payment method. To take advantage of this offer they can contact this office by emailing [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 - GoDaddy
No where in the agreement was it stated that The Go Central product had to be active for the website to remain public.I have asked several different reps. To provide me the documents that stated this and have yet to be provided to me. I keep being told that it understood that is the way it works. I was lead to believe that I was getting a working website for 2 years with no fees other than what I paid upfront. When I called and asked is was told that I must pay for the Go Central to keep my page active. As a business they should have provided me that info.
To whom it may concern:The issues brought forth by this complaint were due to the actions of Go Daddy's hardware/software policies in place that caused a loss of services to the client, [redacted]. GoDaddy took an unreasonable amount of time to resolve the issue, an entire business day. The services contracted from Go Daddy by [redacted] are done so with the understanding that there is a 99.9% uptime guarantee. GoDaddy supervisors and representatives stated that this did not apply, that in fact, the services were available. If the client cannot access services, then they are in our estimation, not up. A full day of business went by with zero usage being available to the client, [redacted]. Additionally, [redacted] cannot confirm nor deny that services were available worldwide as promised by the up time guarantee.Our wish and hope is that Go Daddy can provide an explanation as to why the static IP address of the client to be blocked from accessing all services, since the client is the contracted party and should not have been blocked from their contracted service at any time. Continuity of service is what was expected from Go Daddy, and was obviously not provided. By receiving the aforementioned explanation, [redacted] can feel secure that this situation will not occur again. At this time, [redacted] fears that this will cause another outage of business revenue in the future.We look forward to Go Daddy's response to these issues which are in clear violation of their services guarantee.
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. Our customer has purchased the domain name in question with us. The domain name is active in their GoDaddy account and is currently set to expire on February 15, 2018.The domain name is currently pointing to third party nameservers and has been pointing to these nameservers since they were updated in our customer’s account on May 2, 2009. As such, GoDaddy has no control over the website hosted files. If our customer is unable to locate or gain access to the webhosting company their website was previously hosted on and wishes to point the domain to a different hosting provider, they can easily do so by accessing their GoDaddy account and managing their domain name DNS settings. GoDaddy also offers web hosting services if our customer would like to utilize our services to build and manage their website.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
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.As stated previously, GoDaddy will filter or block emails that may be potentially harmful to the health and stability of our network and servers, however GoDaddy does not “read” user email messages. If the complainant is not receiving message to their inbox, they may wish to review other folders in their email account and also review their spam filter settings.GoDaddy has not “merged” the complainant’s accounts or email addresses with any other account. If the complainant is concerned for their account and email security, we recommend they follow widely accepted best practices such as resetting their password(s), updating their PIN, and not providing their account-specific information to any other parties.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards,[redacted]Office of the CEO – GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Workspace Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 8, 2012 during an online transaction the complainant purchased the Domain Name in question and Certified Domain for a ten year term. During that same transaction they also purchased a Deluxe Email Plan, Group Calendar and Online File Folder for a 3 year term.Emails were sent to the complainant prior to the scheduled expiration of their Deluxe Email Plan, Group Calendar and Online File Folder. The complainant contacted GoDaddy’s Customer Care Center on March 30, 2015 and was assisted in cancelling their Deluxe Email Plan, Group Calendar and Online File Folder. As these products were at the end of their term no refunds were applied. During March 30, 2013 call the complainant made the decision to maintain ownership of the Domain Name in question and Certified Domain. These products are scheduled to auto-renew on April 8, 2022. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complainant is not currently eligible for any refunds per GoDaddy’s Refund Policy.The complainant has elected to maintain products within their GoDaddy account. Only accounts that do not contain active products or payment methods are eligible for deactivation. If the complainant elects to cancel their active products they can contact this office directly to request the deactivation of their GoDaddy account.EDUCATION: The complainant might find the following articles useful:Canceling Productshttps://support.godaddy.com/help/article/7468/canceling-productsI don't want to get email or direct mail from you. How can I stop it?https://support.godaddy.com/help/article/2688/i-dont-want-to-get-email-or-dir...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,John McCarthyOffice of the CEO - [email protected] N. Hayden Rd. Suite 226Scottsdale, AZ 85260(480) 505-8828 Phone(480) 275-3975 Fax
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer’s concerns to which we would like to present the following.Prior to the original purchase of products and services, our customer agreed to the following agreements:* Universal Terms...
of Service Agreement[redacted] Office Terms of Use* Workspace Service agreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at http://www.godaddy.com/legal-agreements.aspx?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.GoDaddy's technical support staff worked diligently and vigorously to resolve all technical issues the customer experienced on multiple occasions. ?On January 4, 2014 our customer was informed the migration from Web Based Email to Office 365 had been complete. We received no response, but a request to return to Web Based Email was made on January 14, 2014. Our customer has been repeatedly informed that only one plan or the other could be used, not both at the same time, however Web Based Email was not canceled and the instructions we have provided to the customer in a effort to assist have not been followed.RESOLUTION:GoDaddy has upheld its agreements in good faith, honoring its terms of service. As it is clear our customer is having trouble utilizing the Office 365 and seems to prefer the Web Based Email, we would be happy to issue a refund for the remaining one year of service on the Office 365 plan once our customer has canceled that plan. This will also be offered if our customer chooses to maintain the Office 365 plan and cancel the Web Based Email plan.EDUCATION:For future reference, if our customer would like to continue with the Office 365, they may find the training videos found at the link below helpful.Office 365 Training Videoshttps://support.godaddy.com/help/article/8984/office-365-training-videos?I...⇄ our customer needs information on canceling a product or service, that information can be found at the link below.Canceling Productshttps://support.godaddy.com/help/article/7468/canceling-productsKindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
They have provided a refund. However, it is not true that I never contacted them. They failed to respond to my communications. They also intentionally make it very difficult to get in touch with them. Their business practices are shady, and their Revdex.com rating should be reduced regardless of the fact that they issued a refund.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. It's not clear to me that this problem is or was caused by my third-party theme, as stated by the business, but it appears I've resolved the issue on my own.
Regards,
[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 [redacted]On September 6, 2015, our customer purchased four individual [redacted]-365...
Email Essentials plans for a one-year term. Our customer contacted GoDaddy’s support teams on October 12, 2015, to upgrade one of those plans to the Business Premium plan which also provides them with the full [redacted] Suite of applications to install for use with the email address associated with that particular plan.On October 12, 2016, our customer called in to speak with GoDaddy support teams to discuss the [redacted] apps working with all their [redacted] 365 email addresses. The customer was properly informed the applications can only be used with the email address that is associated to the Business Premium plan as it is the only plan that comes with the [redacted] applications. Support provided a work-around for synchronization issues that may allow the applications to setup, but informed our customer that Microsoft routinely performs audits that can deactivate the licensing for [redacted] applications not on a qualified plan. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was provided the correct information regarding our [redacted] 365 offerings and information on the eligibility for a refund. More information on GoDaddy’s Refund Policy can be found at the following link:[redacted]If our customer wishes to use [redacted] Applications with all their email addresses, they may upgrade their Email Essentials plans to the Business Premium plans.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted] 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 AgreementCopies of the latest version of this agreement may be found at:[redacted]As part of the domain registration process, GoDaddy makes 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 response indicating that the domain is not available for registration we will show the Domain Name as available to purchase as a new registration. In rare instances, false positives occur where a domain that is in fact already registered shows as available for a new purchase registration. The Domain Names in question are currently registered and have been since October 30, 2010 and December 20, 2006 respectively. These domains are not currently available to purchase as new registrations. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. We will ensure our internal domains teams are appraised of the complainant’s feedback to address any improvement opportunities that may exist. EDUCATION:GoDaddy offers many new domain name extensions that the complainant might find suitable for their online endeavors. More information may be found online at https://www.godaddy.com/tlds/gtld.aspx Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest regards,[redacted]
[redacted]
[redacted]
[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted]On March 14, 2013 during an online transaction the complainant purchased the Domain Names in question for a 2 year terms.On March 15, 2015, per the complainant's account preferences, GoDaddy was instructed to automatically renew the Domain Name for a two 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 on:• December 14, 2014• January 13, 2014 • February 12, 2015• February 27, 2015• March 9, 2015These notices indicated the Domain Names in question 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 March 30, 2015 the complainant contacted our Customer Care team to request a refund of their most recent renewal of the Domain Names in question. 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 to Refund Policy GoDaddy is prepared to provide the complainant with a fifty percent refund of the most recent renewal of the Domain Names in question. The fifty percent refund is not a reflection of GoDaddy’s profit percentage on the transactions, in fact it is well above our profit point. This refund is contingent on the complaint’s cancellation of these Domain Names by May 1, 2015. Should the complainant wish to accept this offer they can contact this office directly.EDUCATION:The following GoDaddy Support articles may be helpful in the future to the complainant for managing 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.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]
[redacted]
[redacted]
[redacted]
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 ConsultantThank 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• Domain Name Registration Agreement• Domain Name Transfer Agreement• Domain Name Proxy AgreementThe latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn May 30, 2011, our customer placed an order to transfer their domain to GoDaddy, via an online transaction. During the purchase, they opted to add GoDaddy’s Protected Registration service, the highest level of protection for a domain name that GoDaddy offers. This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so on October 7, 2015, in a good faith effort to honor its agreements with the customer.GoDaddy sent renewal notices prior to the expiration date on:• September 6, 2015• October 1, 2015These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.On October 9, 2015, our customer contacted our support staff to request a refund for the renewal of the domain name. They were advised that the domain must be canceled prior to issuing a refund and provided instructions for cancelling the Protected Registration service. Prior to submitting their complaint, our customer was unable to provide the necessary documentation to have the Protected Registration service cancelled.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.We have reached out to our customer and assisted them with the removal of the Protected Registration service. It appears our customer has initiated a chargeback for the renewal transaction via their financial institution. Due to the chargeback we are unable to process any good faith refunds.Education:Our customer might find the following articles useful.WHAT IS PROTECTED REGISTRATION?https://www.godaddy.com/help/what-is-protected-registration-1286REF...⇄ POLICYhttps://www.godaddy.com/help/refund-policy-8849Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards,Stephen J[redacted]Office of the CEO - [email protected][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 https://www.godaddy.com/legal-agreements.aspx.On January 12, 2016, our customer purchased two GoDaddy Website Builder plans each for...
a one-year term via an online transaction. Both plans also came with a Starter Office 365 plan which was free for the first year. On January 12, 2017 two Website Builder plans and Office 365 plans automatically renewed for a one-year term per our customer’s account preferences. This was done in a good faith effort to honor agreements with our customer. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. GoDaddy also sent our customer email notifications of the pending renewal prior to taking renewal action as directed by our customer. Receipts were sent after the renewal to the email address on file.Also on January 12, 2017, our customer contacted GoDaddy’s support team, which worked with the customer to cancel the plans in question and request a refund. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. Typically, once a refund is approved the money is sent back to the payment institution and can take up to 5-10 days for this to be reflected with the payment institution. In the customer’s case however, the charge was “auto-voided”, meaning as the refund was processed before the charge processed with the customer’s payment provider, the money was never removed from their account. We recommend our customer reach out to their payment institution to confirm the status of the funds.Thank 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 the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 19 2011, the complainant registered the speciified domain name for a one-year term via an online transaction. This is for the period ending April 19, 2012.On February 1, 2012 the complainant manually renewed the domain name for a two-year term via an online transaction. This is for the period ending April 19, 2014.On April 20, 2015; per the complainant's account preferences, GoDaddy was instructed to automatically renew the domain name in question and attempted to do so in a good faith effort to honor its agreements with the customer. However, the complainant’s financial institution declined payment and the complainant was notified by email. GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.GoDaddy sent renewal notices prior to the expiration date on:• January 19, 2015• February 18, 2015• March 20, 2015• April 04, 2015• April 14, 2015GoDaddy also sent notices after expiration date on:• April 20, 2015• April 24, 2015• May 1, 2015These notices indicated the complainant would need to take action to avoid a loss of service.GoDaddy’s support teams also made multiple attempts to connect with the complainant to discuss the failed product renewal and was unsuccessful.On the domain name's expiration date, the complainant’s agreed and purchased term of domain registration ended. After an 18-day grace period from time of expiration, GoDaddy charges an $80 redemption fee to redeem the domain, as discussed in detail within the registration agreement referenced above.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Account management and renewal of products in a timely manner is solely a customer responsibility. While we make a best effort to partner in the success of our customers, they must also be responsible for their actions or lack thereof.We have reached out to the complainant and as a one-time exception offered to waive the redemption fee for the domain name in question. The complainant was not able to address this while on the phone with us and we have noted their account accordingly. The complainant may work with our support teams to renew their domain. This is a time sensitve matter; it is vital the complainant connects with our support teams as soon as possible to redeem the domain name.EDUCATION:The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:What happens after domain names expire? - https://support.godaddy.com/help/article/6700/what-happens-after-domain-names-ex...⇄ I renew my domain name after it expires? - https://support.godaddy.com/help/article/609/can-i-renew-my-domain-name-after-it...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
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 the following upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest...
version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 3, 2014 our customer purchased several domain name registrations via online transaction, each for a 2-year term.On January 4, 2016; per our customer's account preferences, GoDaddy was instructed to automatically renew the domains, each for another 2-year term and did so to honor its agreements. GoDaddy sent renewal notices prior to the expiration date on:• October 5, 2015• November 4, 2015• December 4, 2015• December 19, 2015• December 29, 2015These notices informed the 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 in good faith with our customer and honored its terms of service.Our customer did not contact GoDaddy until after the timeframe had passed to receive a refund. As GoDaddy is unable to receive a refund from the registry for the domain name renewals, we are unable to refund our customer. We encourage our customer to review and manage their account settings to prevent further unwanted renewals.Our customer may find the following GoDaddy Help articles useful:Refund Policy- https://support.godaddy.com/help/article/8849/refund-policy Managing Renewals - https://www.godaddy.com/help/managing-renewals-for-products-and-services-725 Thank you again for the opportunity to address the concerns presented by the our customer.Kindest regards,Gary H[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:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]On December 31, 2014 the complaint purchased a Managed WordPress account for a 3 month term at a promotional price of $3.00 (USD). On January 24, 2015 the complainant contacted our Customer Care Center requesting a restore of their Managed WordPress account. Prior to contacting our Customer Care Center the complainant had removed the content from their WordPress database and uploaded new tables. These actions have effectively prevented us from restoring their content. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy worked vigorously to resolve all of the technical issues our customer was experiencing. Ultimately it is a customer responsibility to maintain independent archival and backup copies of their website or server content;EDUCATION: The complainant might find these GoDaddy articles regarding WordPress useful. Helpful WordPress 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 additional concerns.As previously stated, our customer needs to follow the instructions provided by our Two-Step Cancellation team. Once the request is correctly received, we can move forward with the cancellation of the service in question. 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
Thank you for the opportunity to address the additional concerns presented by the complainant. Contrary to our customer's understanding they were not paying for unpaid fees incurred by the prior domain owner. The domain name in question originally expired on March 8, 2015. When our customer purchased the domain name through the Expired Domain Auction they acknowledged that the time being paid for started on the domains original expiration date, not the date the order was processed. As previously stated, the domain name in question has now expired and reached a redemption status. As a one-time exception and gesture of goodwill, GoDaddy is willing to waive the $80 redemption fee. Our customer may contact our 24/7 Customer Consultation and Care team directly at ###-###-#### to take advantage of this offer.Thank you again for the opportunity to address the additional concerns presented by the complainant.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted]On January 26, 2016, during a call with our customer care center, our customer...
purchased GoDaddy’s Get Found service for a five-year term. On November 18, 2016, our customer contacted our customer care center to request a refund for the time remaining on their Get Found service. At that time their requested refund was processed as an In-Store credit, however, the product remained active.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The GoDaddy product our customer purchased worked as expected, as their website is listed in major search engines such as [redacted] and [redacted]. Should our customer cancel their Get Found service we will be happy to refund their previously provided In-Store credit back to the original payment method. To take advantage of this offer they can contact this office by emailing [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 - GoDaddy
No where in the agreement was it stated that The Go Central product had to be active for the website to remain public.I have asked several different reps. To provide me the documents that stated this and have yet to be provided to me. I keep being told that it understood that is the way it works. I was lead to believe that I was getting a working website for 2 years with no fees other than what I paid upfront. When I called and asked is was told that I must pay for the Go Central to keep my page active. As a business they should have provided me that info.
To whom it may concern:The issues brought forth by this complaint were due to the actions of Go Daddy's hardware/software policies in place that caused a loss of services to the client, [redacted]. GoDaddy took an unreasonable amount of time to resolve the issue, an entire business day. The services contracted from Go Daddy by [redacted] are done so with the understanding that there is a 99.9% uptime guarantee. GoDaddy supervisors and representatives stated that this did not apply, that in fact, the services were available. If the client cannot access services, then they are in our estimation, not up. A full day of business went by with zero usage being available to the client, [redacted]. Additionally, [redacted] cannot confirm nor deny that services were available worldwide as promised by the up time guarantee.Our wish and hope is that Go Daddy can provide an explanation as to why the static IP address of the client to be blocked from accessing all services, since the client is the contracted party and should not have been blocked from their contracted service at any time. Continuity of service is what was expected from Go Daddy, and was obviously not provided. By receiving the aforementioned explanation, [redacted] can feel secure that this situation will not occur again. At this time, [redacted] fears that this will cause another outage of business revenue in the future.We look forward to Go Daddy's response to these issues which are in clear violation of their services guarantee.
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. Our customer has purchased the domain name in question with us. The domain name is active in their GoDaddy account and is currently set to expire on February 15, 2018.The domain name is currently pointing to third party nameservers and has been pointing to these nameservers since they were updated in our customer’s account on May 2, 2009. As such, GoDaddy has no control over the website hosted files. If our customer is unable to locate or gain access to the webhosting company their website was previously hosted on and wishes to point the domain to a different hosting provider, they can easily do so by accessing their GoDaddy account and managing their domain name DNS settings. GoDaddy also offers web hosting services if our customer would like to utilize our services to build and manage their website.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
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.As stated previously, GoDaddy will filter or block emails that may be potentially harmful to the health and stability of our network and servers, however GoDaddy does not “read” user email messages. If the complainant is not receiving message to their inbox, they may wish to review other folders in their email account and also review their spam filter settings.GoDaddy has not “merged” the complainant’s accounts or email addresses with any other account. If the complainant is concerned for their account and email security, we recommend they follow widely accepted best practices such as resetting their password(s), updating their PIN, and not providing their account-specific information to any other parties.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards,[redacted]Office of the CEO – GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Workspace Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 8, 2012 during an online transaction the complainant purchased the Domain Name in question and Certified Domain for a ten year term. During that same transaction they also purchased a Deluxe Email Plan, Group Calendar and Online File Folder for a 3 year term.Emails were sent to the complainant prior to the scheduled expiration of their Deluxe Email Plan, Group Calendar and Online File Folder. The complainant contacted GoDaddy’s Customer Care Center on March 30, 2015 and was assisted in cancelling their Deluxe Email Plan, Group Calendar and Online File Folder. As these products were at the end of their term no refunds were applied. During March 30, 2013 call the complainant made the decision to maintain ownership of the Domain Name in question and Certified Domain. These products are scheduled to auto-renew on April 8, 2022. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complainant is not currently eligible for any refunds per GoDaddy’s Refund Policy.The complainant has elected to maintain products within their GoDaddy account. Only accounts that do not contain active products or payment methods are eligible for deactivation. If the complainant elects to cancel their active products they can contact this office directly to request the deactivation of their GoDaddy account.EDUCATION: The complainant might find the following articles useful:Canceling Productshttps://support.godaddy.com/help/article/7468/canceling-productsI don't want to get email or direct mail from you. How can I stop it?https://support.godaddy.com/help/article/2688/i-dont-want-to-get-email-or-dir...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,John McCarthyOffice of the CEO - [email protected] N. Hayden Rd. Suite 226Scottsdale, AZ 85260(480) 505-8828 Phone(480) 275-3975 Fax
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer’s concerns to which we would like to present the following.Prior to the original purchase of products and services, our customer agreed to the following agreements:* Universal Terms...
of Service Agreement[redacted] Office Terms of Use* Workspace Service agreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at http://www.godaddy.com/legal-agreements.aspx?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.GoDaddy's technical support staff worked diligently and vigorously to resolve all technical issues the customer experienced on multiple occasions. ?On January 4, 2014 our customer was informed the migration from Web Based Email to Office 365 had been complete. We received no response, but a request to return to Web Based Email was made on January 14, 2014. Our customer has been repeatedly informed that only one plan or the other could be used, not both at the same time, however Web Based Email was not canceled and the instructions we have provided to the customer in a effort to assist have not been followed.RESOLUTION:GoDaddy has upheld its agreements in good faith, honoring its terms of service. As it is clear our customer is having trouble utilizing the Office 365 and seems to prefer the Web Based Email, we would be happy to issue a refund for the remaining one year of service on the Office 365 plan once our customer has canceled that plan. This will also be offered if our customer chooses to maintain the Office 365 plan and cancel the Web Based Email plan.EDUCATION:For future reference, if our customer would like to continue with the Office 365, they may find the training videos found at the link below helpful.Office 365 Training Videoshttps://support.godaddy.com/help/article/8984/office-365-training-videos?I...⇄ our customer needs information on canceling a product or service, that information can be found at the link below.Canceling Productshttps://support.godaddy.com/help/article/7468/canceling-productsKindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
They have provided a refund. However, it is not true that I never contacted them. They failed to respond to my communications. They also intentionally make it very difficult to get in touch with them. Their business practices are shady, and their Revdex.com rating should be reduced regardless of the fact that they issued a refund.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. It's not clear to me that this problem is or was caused by my third-party theme, as stated by the business, but it appears I've resolved the issue on my own.
Regards,
[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 [redacted]On September 6, 2015, our customer purchased four individual [redacted]-365...
Email Essentials plans for a one-year term. Our customer contacted GoDaddy’s support teams on October 12, 2015, to upgrade one of those plans to the Business Premium plan which also provides them with the full [redacted] Suite of applications to install for use with the email address associated with that particular plan.On October 12, 2016, our customer called in to speak with GoDaddy support teams to discuss the [redacted] apps working with all their [redacted] 365 email addresses. The customer was properly informed the applications can only be used with the email address that is associated to the Business Premium plan as it is the only plan that comes with the [redacted] applications. Support provided a work-around for synchronization issues that may allow the applications to setup, but informed our customer that Microsoft routinely performs audits that can deactivate the licensing for [redacted] applications not on a qualified plan. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was provided the correct information regarding our [redacted] 365 offerings and information on the eligibility for a refund. More information on GoDaddy’s Refund Policy can be found at the following link:[redacted]If our customer wishes to use [redacted] Applications with all their email addresses, they may upgrade their Email Essentials plans to the Business Premium plans.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted] 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 AgreementCopies of the latest version of this agreement may be found at:[redacted]As part of the domain registration process, GoDaddy makes 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 response indicating that the domain is not available for registration we will show the Domain Name as available to purchase as a new registration. In rare instances, false positives occur where a domain that is in fact already registered shows as available for a new purchase registration. The Domain Names in question are currently registered and have been since October 30, 2010 and December 20, 2006 respectively. These domains are not currently available to purchase as new registrations. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. We will ensure our internal domains teams are appraised of the complainant’s feedback to address any improvement opportunities that may exist. EDUCATION:GoDaddy offers many new domain name extensions that the complainant might find suitable for their online endeavors. More information may be found online at https://www.godaddy.com/tlds/gtld.aspx Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest regards,[redacted]
[redacted]
[redacted]
[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted]On March 14, 2013 during an online transaction the complainant purchased the Domain Names in question for a 2 year terms.On March 15, 2015, per the complainant's account preferences, GoDaddy was instructed to automatically renew the Domain Name for a two 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 on:• December 14, 2014• January 13, 2014 • February 12, 2015• February 27, 2015• March 9, 2015These notices indicated the Domain Names in question 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 March 30, 2015 the complainant contacted our Customer Care team to request a refund of their most recent renewal of the Domain Names in question. 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 to Refund Policy GoDaddy is prepared to provide the complainant with a fifty percent refund of the most recent renewal of the Domain Names in question. The fifty percent refund is not a reflection of GoDaddy’s profit percentage on the transactions, in fact it is well above our profit point. This refund is contingent on the complaint’s cancellation of these Domain Names by May 1, 2015. Should the complainant wish to accept this offer they can contact this office directly.EDUCATION:The following GoDaddy Support articles may be helpful in the future to the complainant for managing 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.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]
[redacted]
[redacted]
[redacted]
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 ConsultantThank 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• Domain Name Registration Agreement• Domain Name Transfer Agreement• Domain Name Proxy AgreementThe latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn May 30, 2011, our customer placed an order to transfer their domain to GoDaddy, via an online transaction. During the purchase, they opted to add GoDaddy’s Protected Registration service, the highest level of protection for a domain name that GoDaddy offers. This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so on October 7, 2015, in a good faith effort to honor its agreements with the customer.GoDaddy sent renewal notices prior to the expiration date on:• September 6, 2015• October 1, 2015These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.On October 9, 2015, our customer contacted our support staff to request a refund for the renewal of the domain name. They were advised that the domain must be canceled prior to issuing a refund and provided instructions for cancelling the Protected Registration service. Prior to submitting their complaint, our customer was unable to provide the necessary documentation to have the Protected Registration service cancelled.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.We have reached out to our customer and assisted them with the removal of the Protected Registration service. It appears our customer has initiated a chargeback for the renewal transaction via their financial institution. Due to the chargeback we are unable to process any good faith refunds.Education:Our customer might find the following articles useful.WHAT IS PROTECTED REGISTRATION?https://www.godaddy.com/help/what-is-protected-registration-1286REF...⇄ POLICYhttps://www.godaddy.com/help/refund-policy-8849Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards,Stephen J[redacted]Office of the CEO - [email protected][redacted]Scottsdale, AZ 85260