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 July 19, 2007, our customer purchased a domain name transfer for the domain in...
question for a two-year term via phone transaction. Between the dates of July 22, 2009, and September 21, 2015, our customer manually renewed the domain name for two-year terms via online, phone and auto-renew transactions.On September 21, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with our customer. Per the terms our customer agreed to, domain names which automatically renew do so for a period equivalent to the length of the original service period; two years in this case. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.When a domain name is registered or renewed, GoDaddy is buying/renewing the domain from the Registry on our customer’s behalf. The Registry decides if they will take back an order and within the timeframe they would do so. In this case, GoDaddy has already provided the money to the Registry and we are unable to recoup the funds provided.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 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 July 4, 2014, our customer purchased the domain in question via online transaction...
for a two-year term. On June 4, 2016, our customer manually renewed the domain for an additional year.On July 5, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question and did so in a good faith effort to honor its agreements with our customer. By default, automatic renewals extend the domain registration by a length equal to the original registration, in this case, a two-year term.GoDaddy sent renewal notices prior to expiration on May 5, and June 29, 2017. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The domain in question is outside of refund eligibility, per GoDaddy’s Refund Policy, found at: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&isc=statusdot. Our customer may want to explore other options for the domain, such as selling or auctioning it.Furthermore, the domain currently resolves to GoDaddy’s parked nameservers, which will display a temporary Web page when visitors enter the domain in a browser. Parking a domain is intended to indicate customers are putting it on hold while building a website, selling it, etc. Customers are not required to park domains, and the parked page displayed is provided as a courtesy.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. Our customer first contacted GoDaddy’s Care Center on February 15, 2018 to discuss the last 2 renewals of the hosting plan in question. Our customer was properly advised at that time regarding GoDaddy’s Refund Policy. Should our customer cancel that hosting plan we will as a onetime exception to our Refund Policy refund the most recent renewal of that plan? We will honor this offer until March 1, 2018. Instructions on cancelling products can be found in the following link: https://www.godaddy.com/help/delete-products-in-my-godaddy-account-7468?Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,John M[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 July 9, 2017, our customer placed a bid on an expiring domain auction via GoDaddy...
Auctions. GoDaddy Auctions is a marketplace for the sale of domain names from one party to another. The bid includes the amount a customer is willing to pay, along with the cost of a one-year renewal for the domain’s registration. That same day, our customer contacted our support teams to request the cancellation of the bid, stating GoDaddy’s site changed their bid amount.In order to place a bid on an expiring auction, our customers are explicitly presented with a confirmation of the dollar amount prior to actually placing the bid. GoDaddy does not arbitrarily change bid amounts for domains being auctioned.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer is ultimately responsible for any transactions placed in their account. The bid/offer placed by our customer is a binding contract, as stated in the GoDaddy Domain Auction Membership Agreement our customer accepted upon purchasing a GoDaddy Auctions membership, and the Bid/Buy/Offer Agreement, which our customer acknowledged and agreed to upon confirming the bid.GoDaddy is unable to provide a refund for this domain auction. If our customer does not wish to keep the domain, they may want to consider options such as auctioning it/offering it for sale.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the 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• Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant purchased a Personal Website Builder plan for a one year term during a call to our Customer Care Center on October 27, 2013. Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the Website Builder plan in question and attempted to do so on October 27, 2015 in a Good Faith effort to honor its agreements with the complainant. However, the complainant's financial institution declined payment(s). GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant.Notices were sent on:• Failed Billing Notices were sent on October 27, 2014 and November 06, 2014 via email.• On November 12, 2015 a voice message was left for the complainant.• On November 16, 2014 the Website Builder plan was cancelled and an email was sent to the complainant.GoDaddy must rely upon its customers for information that we would not otherwise be unaware of, such as the use of a new email address or phone number. Account management is a customer responsibility.The complainant has now requested we restore the content of their expired website.RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. Because of the time elapsed since the product cancellation we are unable to recover the content of the complainant’s Personal Website Builder Plan.As on one time courtesy in appreciation for the complainant’s time as a GoDaddy customer we are providing them with 3 months of Personal Website Builder at no cost.GoDaddy EDUCATION: The following information may be of benefit to the complainant:Getting Started with Website Builder v7https://support.godaddy.com/help/article/8346/getting-started-with-website-bui...⇄ Renewals for Products and Services - https://support.godaddy.com/help/article/725/managing-renewals-for-products-and-...⇄ you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Attached are the email confirmations discussed in the original complaint.The pin has been emailed to the CEO office with the clear request and expectation of return of all monies owed.
I understand their terms and agreement and didn't get prior notification. Might have gone to the junk folder. Even though it's auto renwal set up, if the credit card is expired. As per CFB, business needs to verify with the consumer and update their expired credit card before charging that card. They charged on the expired card which is not usually good business practice and I will accept the charge which is charged using the expired account.
While they have since resolved this issue for me and now have my site operational, their facts are incorrect. The email requesting verification was complied with immediately. The issue stems from the problematic number of phone calls received where one of those calls included someone (I am unsure from where) asking me to call and provide verification information. This call was buried amongst many other calls that smack of trolling and phishing. As someone who spent 7 years working nuclear security I know far more than this company regarding security, both personal and professional and fully understand why you never answer calls from numbers you do not know, nor answer question, call back and provide any person information to anyone under any circumstances. At hand is the fact their customer agreement opens the customer up to all kinds of third party trolling and GoDaddy openly sells, transfers and distributed personal contact information at their discretion even though you are paying to have a "private" website. That is oxymoronic. I thank GoDaddy for resolving my issue, however, the main complaint of a abusive and lengthy use agreement that is full of legal ease and one which NO ONE would ever reasonable be expected to spend hours reading is still unresolved. The consumer has a right to protect their privacy and as a matter of course no business should have user agreements that basically "sell the customers soul" in order to host a website. Only after they resolved my issues after I filed the same complaint through numerous channels has the endless phone calls stopped. Now I am being spammed to death via email. For the consideration they provided (2years free domain registration) I find that resolution to be more than fair for the stress and aggravation their "random" verification process caused me and request you close this case as resolved. I thank the Revdex.com for their assistance.
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:...
[redacted]On March 4, 2016, our customer purchased multiple products via online transaction.On March 8, 2016, our customer cancelled their products and talked with GoDaddy customer care to request a refund for the services. Most refunds were processed however, it does appear one refund transaction was not processed.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As our customer cancelled the products within the refund policy time-frames, we have refunded the remaining applicable refund of $80.83 to the associated payment method. Please allow three to five days for the refund to process. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mandy[redacted]Office of the CEO - GoDaddy
The "free addon" mentioned was not advertised as a free addon, but rather as one of the primary features of the VPS hosting account that I purchased.GoDaddy has a partnership with the provider of the CDN and it is not the customer's responsibility when the service does not work properly.While using [redacted] is optional, it is not a free addon service selected by me. It was a reason why I purchased the hosting plan. It does not work, and use of it cripples my VPS as well, causing it not to work properly.
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]. Our customer has enabled Two-Factor Authentication on their GoDaddy account, which...
provides an additional layer of security. Two-Factor Authentication requires an account holder to provide a numeric code received via text message along with their normal validation information to access the account. Two-Factor Authentication is a security feature that GoDaddy offers our customers to prevent potential account and domain hijacking. On July 27, 2017, our customer contacted GoDaddy to disable Two-Factor Authentication but could not receive the code sent via text message. Our customer was provided instructions to have the service manually removed. In the event customers are not able to receive the verification code, we require proof of identification in order to disable the service on their behalf. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. Our customer was provided the correct steps and instructions for removing two-step authentication from their account and our customer has sent four separate requests. However, each time our customer has been told additional documentation is required, but has not provided the requested documentation. As of September 5, 2017, our Domains and Account Recovery team has responded to our customer informing them what documentation is needed to address their two-step cancellation request. Our customer will need to review this latest request and follow the instructions given. 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,Based on the information the complainant has provided, GoDaddy is unable to identify an account or transactions that would allow us to address their concerns.On May 9th and 10th of 2015 our office reached out to the complainant with a request to speak with them in...
order to gather additional details. At this time have not been able to speak with them directly to address their concerns.We remain available to assist the complainant in resolving this matter.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]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following. The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy: · Universal Terms of Service Agreement · Hosting Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On November 15, 2015, the complainant purchased GoDaddy’s Malware Cleanup service. This service is offered as an option for attempting to locate and cleanup malicious code. It is not intended to determine how such code was added. While the service is able to detect numerous infection types, it does not guarantee all compromises will be located. Additionally, certain compromises can reappear almost immediately following any completed file cleanup. This is one of several reasons why we encourage our customers to maintain clean, independent backups of their content. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. GoDaddy performed work as part of the service purchased by the complainant. As such, we will not issue a refund to their payment method. However, we understand this situation is frustrating and would like to resolve this amicably. As a gesture of goodwill, we will provide the complainant an InStore credit equal to the fee paid for the service in question. This credit may be used towards any future orders. The complainant may contact our office directly if they wish to accept this offer. EDUCATION: The complainant might find the following articles useful. HOW CAN I BACK UP THE DATA ON MY SERVER? https://www.godaddy.com/help/how-can-i-back-up-the-data-on-my-server-4644 REMOVE MALWARE FROM YOUR WEBSITE https://www.godaddy.com/help/remove-malware-from-your-website-5612 10 WAYS TO KEEP HACKERS’ HANDS OFF YOUR E-COMMERCE WEBSITE https://garage.godaddy.com/webpro/security/10-ways-to-keep-hackers-hands-off-you...⇄ Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest regards Stephen J[redacted] Office of the CEO - GoDaddy [email protected] [redacted] Scottsdale, AZ 85260
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.
Regards,
[redacted]
I am requesting a prorated refund for the domain registrations. I do not recall agreeing to any such terms with godaddy and fully dispute that the company acted in good faith. This is not good business practice and the fact that now 3 people affiliated with godaddy, have told me three different things, leans towards my feeling that this company is fully trying to take advantage of their customers. Why would you treat a ten year customer like this? Makes no sense, if they were not in the wrong they would gladly offer a full refund and stand behind their products and services. The five day opportunity to cancel and request a refund, only confirms this. Review the online complaints, I am not the only person with this same issue. I am asking again for a prorated refund for the domain registrations.
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: [redacted]On September 26, 2014 the complainant contacted our Customer Sales and Support teams via phone and renewed their products. Shortly afterwards the complainant attempted to reverse this renewal and submitted a charge back through their financial institution, this led to GoDaddy’s repossession of the Domain Names in question.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant has requested time be removed from their domain name registrations. The complainant agreed to our terms of service when agreeing to the domain renewals. Time added to a domain by the registry is unable to be removed and GoDaddy cannot incur these costs for the complainant. Should the complainant wish to transfer their domains to another provider, they must resolve the charge back issue. After this has been resolved GoDaddy will release the domains and the complainant may transfer them to another provider. As a onetime exception to our refund policy should the complainant cancel their email plan; GoDaddy will refund the time remaining (for that plan) to the original payment method.The complainant can contact this office directly for assistance in resolving these issues.Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kind Regards,
[redacted]Office of the CEO
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.The customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:• Universal Terms of Service• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: [redacted]Our customer made a similar complaint we responded to on December 19, 2014. On December 16, 2014, our customer contacted GoDaddy’s support staff to remove an add-on service, Protected Registration, from their domain name purchase. Our customer worked with our Protected Registration team to remove the service from the domain name. This does not cancel the domain itself, only the protection. In our previous response, we informed our customer that while the Protected Registration was cancelled on the account, they were still responsible for cancelling their domains should they wish to do so.Our customer took no action to cancel the domains from the account and the domains in question renewed on May 2, 2015. GoDaddy sent renewal notices prior to the renewal on:• January 31, 2015• March 02, 2015• April 1, 2015• April 26,2015• April 28, 2015These notices indicated the domains 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. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. We have connected with our customer and walked them through the cancellation process. We also provided a refund to our customer as a goodwill gesture.Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Best Regards,Ken C[redacted]Office of the CEO - GoDaddy[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by 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 Registration AgreementThe latest version of these agreements can be found at: [redacted]On April 29, 2015 our customer completed two separate online purchases for two domain names listed as Premium Domains on the GoDaddy site. Premium Domains are listed for sale by third-parties, who determine the price for these domains.GoDaddy had unexpected technical issues which caused the domain names in question to be displayed at an incorrect sale price by the third-party sellers. GoDaddy worked quickly and vigorously to resolve the technical issues. On May 1, 2015 the transactions in question were refunded in full and the bernadine.com domain name was returned to the original registrant.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Per our Terms of Service, GoDaddy has provided a full refund to our customer for the two transactions in question. The domain names in question are both currently registered and unavailable for new registration.As a gesture of good faith, GoDaddy is offering our customer two new, unregistered domain registrations (choice of .COM, .NET, .ORG, or .INFO), each for a one-year term at no cost. Our customer will be responsible for subsequent renewals should they wish to keep the services beyond the first year. If desired, our customer may contact our office directly to redeem this offer.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted]
[redacted]
[redacted]
[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]
Thank you for the opportunity to address our customer’s additional concerns.Our customer’s cloud server was suspended as part of our automated fraud detection on June 21, 2017. On June 22, 2017, the server was un-suspended after our customer’s request was sent to our server team on their behalf. The suspension action was not a punitive action against our customer, rather one taken by our automated system due to how GoDaddy’s systems review the usage of a server against known fraud trends. Since our customer had utilized the server and had some usage on it, it was billed for the usage. GoDaddy does not bill monthly for our cloud servers but rather billing is based on usage.On June 22, 2017, our customer called with the intention to cancel everything, but instead worked with our support teams to get their request for an un-suspension processed. As such we would typically be unable to refund the products and charges as they are outside refund eligibility. However, due to the situation we will refund all charges on the account as a goodwill gesture. As such, we attempted to connect with our customer to discuss their concerns and to move forward with them. Since we were unable to connect with our customer we have followed up with them via email. We ask that they review our email and response so we can move forward.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C[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 July 19, 2007, our customer purchased a domain name transfer for the domain in...
question for a two-year term via phone transaction. Between the dates of July 22, 2009, and September 21, 2015, our customer manually renewed the domain name for two-year terms via online, phone and auto-renew transactions.On September 21, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with our customer. Per the terms our customer agreed to, domain names which automatically renew do so for a period equivalent to the length of the original service period; two years in this case. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.When a domain name is registered or renewed, GoDaddy is buying/renewing the domain from the Registry on our customer’s behalf. The Registry decides if they will take back an order and within the timeframe they would do so. In this case, GoDaddy has already provided the money to the Registry and we are unable to recoup the funds provided.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 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 July 4, 2014, our customer purchased the domain in question via online transaction...
for a two-year term. On June 4, 2016, our customer manually renewed the domain for an additional year.On July 5, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question and did so in a good faith effort to honor its agreements with our customer. By default, automatic renewals extend the domain registration by a length equal to the original registration, in this case, a two-year term.GoDaddy sent renewal notices prior to expiration on May 5, and June 29, 2017. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The domain in question is outside of refund eligibility, per GoDaddy’s Refund Policy, found at: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&isc=statusdot. Our customer may want to explore other options for the domain, such as selling or auctioning it.Furthermore, the domain currently resolves to GoDaddy’s parked nameservers, which will display a temporary Web page when visitors enter the domain in a browser. Parking a domain is intended to indicate customers are putting it on hold while building a website, selling it, etc. Customers are not required to park domains, and the parked page displayed is provided as a courtesy.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns.We stand by our previous response. Our customer first contacted GoDaddy’s Care Center on February 15, 2018 to discuss the last 2 renewals of the hosting plan in question. Our customer was properly advised at that time regarding GoDaddy’s Refund Policy. Should our customer cancel that hosting plan we will as a onetime exception to our Refund Policy refund the most recent renewal of that plan? We will honor this offer until March 1, 2018. Instructions on cancelling products can be found in the following link: https://www.godaddy.com/help/delete-products-in-my-godaddy-account-7468?Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,John M[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 July 9, 2017, our customer placed a bid on an expiring domain auction via GoDaddy...
Auctions. GoDaddy Auctions is a marketplace for the sale of domain names from one party to another. The bid includes the amount a customer is willing to pay, along with the cost of a one-year renewal for the domain’s registration. That same day, our customer contacted our support teams to request the cancellation of the bid, stating GoDaddy’s site changed their bid amount.In order to place a bid on an expiring auction, our customers are explicitly presented with a confirmation of the dollar amount prior to actually placing the bid. GoDaddy does not arbitrarily change bid amounts for domains being auctioned.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer is ultimately responsible for any transactions placed in their account. The bid/offer placed by our customer is a binding contract, as stated in the GoDaddy Domain Auction Membership Agreement our customer accepted upon purchasing a GoDaddy Auctions membership, and the Bid/Buy/Offer Agreement, which our customer acknowledged and agreed to upon confirming the bid.GoDaddy is unable to provide a refund for this domain auction. If our customer does not wish to keep the domain, they may want to consider options such as auctioning it/offering it for sale.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the 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• Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant purchased a Personal Website Builder plan for a one year term during a call to our Customer Care Center on October 27, 2013. Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the Website Builder plan in question and attempted to do so on October 27, 2015 in a Good Faith effort to honor its agreements with the complainant. However, the complainant's financial institution declined payment(s). GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant.Notices were sent on:• Failed Billing Notices were sent on October 27, 2014 and November 06, 2014 via email.• On November 12, 2015 a voice message was left for the complainant.• On November 16, 2014 the Website Builder plan was cancelled and an email was sent to the complainant.GoDaddy must rely upon its customers for information that we would not otherwise be unaware of, such as the use of a new email address or phone number. Account management is a customer responsibility.The complainant has now requested we restore the content of their expired website.RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. Because of the time elapsed since the product cancellation we are unable to recover the content of the complainant’s Personal Website Builder Plan.As on one time courtesy in appreciation for the complainant’s time as a GoDaddy customer we are providing them with 3 months of Personal Website Builder at no cost.GoDaddy EDUCATION: The following information may be of benefit to the complainant:Getting Started with Website Builder v7https://support.godaddy.com/help/article/8346/getting-started-with-website-bui...⇄ Renewals for Products and Services - https://support.godaddy.com/help/article/725/managing-renewals-for-products-and-...⇄ you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Attached are the email confirmations discussed in the original complaint.The pin has been emailed to the CEO office with the clear request and expectation of return of all monies owed.
I understand their terms and agreement and didn't get prior notification. Might have gone to the junk folder. Even though it's auto renwal set up, if the credit card is expired. As per CFB, business needs to verify with the consumer and update their expired credit card before charging that card. They charged on the expired card which is not usually good business practice and I will accept the charge which is charged using the expired account.
While they have since resolved this issue for me and now have my site operational, their facts are incorrect. The email requesting verification was complied with immediately. The issue stems from the problematic number of phone calls received where one of those calls included someone (I am unsure from where) asking me to call and provide verification information. This call was buried amongst many other calls that smack of trolling and phishing. As someone who spent 7 years working nuclear security I know far more than this company regarding security, both personal and professional and fully understand why you never answer calls from numbers you do not know, nor answer question, call back and provide any person information to anyone under any circumstances. At hand is the fact their customer agreement opens the customer up to all kinds of third party trolling and GoDaddy openly sells, transfers and distributed personal contact information at their discretion even though you are paying to have a "private" website. That is oxymoronic. I thank GoDaddy for resolving my issue, however, the main complaint of a abusive and lengthy use agreement that is full of legal ease and one which NO ONE would ever reasonable be expected to spend hours reading is still unresolved. The consumer has a right to protect their privacy and as a matter of course no business should have user agreements that basically "sell the customers soul" in order to host a website. Only after they resolved my issues after I filed the same complaint through numerous channels has the endless phone calls stopped. Now I am being spammed to death via email. For the consideration they provided (2years free domain registration) I find that resolution to be more than fair for the stress and aggravation their "random" verification process caused me and request you close this case as resolved. I thank the Revdex.com for their assistance.
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:...
[redacted]On March 4, 2016, our customer purchased multiple products via online transaction.On March 8, 2016, our customer cancelled their products and talked with GoDaddy customer care to request a refund for the services. Most refunds were processed however, it does appear one refund transaction was not processed.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As our customer cancelled the products within the refund policy time-frames, we have refunded the remaining applicable refund of $80.83 to the associated payment method. Please allow three to five days for the refund to process. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mandy[redacted]Office of the CEO - GoDaddy
The "free addon" mentioned was not advertised as a free addon, but rather as one of the primary features of the VPS hosting account that I purchased.GoDaddy has a partnership with the provider of the CDN and it is not the customer's responsibility when the service does not work properly.While using [redacted] is optional, it is not a free addon service selected by me. It was a reason why I purchased the hosting plan. It does not work, and use of it cripples my VPS as well, causing it not to work properly.
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]. Our customer has enabled Two-Factor Authentication on their GoDaddy account, which...
provides an additional layer of security. Two-Factor Authentication requires an account holder to provide a numeric code received via text message along with their normal validation information to access the account. Two-Factor Authentication is a security feature that GoDaddy offers our customers to prevent potential account and domain hijacking. On July 27, 2017, our customer contacted GoDaddy to disable Two-Factor Authentication but could not receive the code sent via text message. Our customer was provided instructions to have the service manually removed. In the event customers are not able to receive the verification code, we require proof of identification in order to disable the service on their behalf. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. Our customer was provided the correct steps and instructions for removing two-step authentication from their account and our customer has sent four separate requests. However, each time our customer has been told additional documentation is required, but has not provided the requested documentation. As of September 5, 2017, our Domains and Account Recovery team has responded to our customer informing them what documentation is needed to address their two-step cancellation request. Our customer will need to review this latest request and follow the instructions given. 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,Based on the information the complainant has provided, GoDaddy is unable to identify an account or transactions that would allow us to address their concerns.On May 9th and 10th of 2015 our office reached out to the complainant with a request to speak with them in...
order to gather additional details. At this time have not been able to speak with them directly to address their concerns.We remain available to assist the complainant in resolving this matter.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]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following. The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy: · Universal Terms of Service Agreement · Hosting Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On November 15, 2015, the complainant purchased GoDaddy’s Malware Cleanup service. This service is offered as an option for attempting to locate and cleanup malicious code. It is not intended to determine how such code was added. While the service is able to detect numerous infection types, it does not guarantee all compromises will be located. Additionally, certain compromises can reappear almost immediately following any completed file cleanup. This is one of several reasons why we encourage our customers to maintain clean, independent backups of their content. RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. GoDaddy performed work as part of the service purchased by the complainant. As such, we will not issue a refund to their payment method. However, we understand this situation is frustrating and would like to resolve this amicably. As a gesture of goodwill, we will provide the complainant an InStore credit equal to the fee paid for the service in question. This credit may be used towards any future orders. The complainant may contact our office directly if they wish to accept this offer. EDUCATION: The complainant might find the following articles useful. HOW CAN I BACK UP THE DATA ON MY SERVER? https://www.godaddy.com/help/how-can-i-back-up-the-data-on-my-server-4644 REMOVE MALWARE FROM YOUR WEBSITE https://www.godaddy.com/help/remove-malware-from-your-website-5612 10 WAYS TO KEEP HACKERS’ HANDS OFF YOUR E-COMMERCE WEBSITE https://garage.godaddy.com/webpro/security/10-ways-to-keep-hackers-hands-off-you...⇄ Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest regards Stephen J[redacted] Office of the CEO - GoDaddy [email protected] [redacted] Scottsdale, AZ 85260
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.
Regards,
[redacted]
I am requesting a prorated refund for the domain registrations. I do not recall agreeing to any such terms with godaddy and fully dispute that the company acted in good faith. This is not good business practice and the fact that now 3 people affiliated with godaddy, have told me three different things, leans towards my feeling that this company is fully trying to take advantage of their customers. Why would you treat a ten year customer like this? Makes no sense, if they were not in the wrong they would gladly offer a full refund and stand behind their products and services. The five day opportunity to cancel and request a refund, only confirms this. Review the online complaints, I am not the only person with this same issue. I am asking again for a prorated refund for the domain registrations.
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: [redacted]On September 26, 2014 the complainant contacted our Customer Sales and Support teams via phone and renewed their products. Shortly afterwards the complainant attempted to reverse this renewal and submitted a charge back through their financial institution, this led to GoDaddy’s repossession of the Domain Names in question.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant has requested time be removed from their domain name registrations. The complainant agreed to our terms of service when agreeing to the domain renewals. Time added to a domain by the registry is unable to be removed and GoDaddy cannot incur these costs for the complainant. Should the complainant wish to transfer their domains to another provider, they must resolve the charge back issue. After this has been resolved GoDaddy will release the domains and the complainant may transfer them to another provider. As a onetime exception to our refund policy should the complainant cancel their email plan; GoDaddy will refund the time remaining (for that plan) to the original payment method.The complainant can contact this office directly for assistance in resolving these issues.Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kind Regards,
[redacted]Office of the CEO
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.The customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:• Universal Terms of Service• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: [redacted]Our customer made a similar complaint we responded to on December 19, 2014. On December 16, 2014, our customer contacted GoDaddy’s support staff to remove an add-on service, Protected Registration, from their domain name purchase. Our customer worked with our Protected Registration team to remove the service from the domain name. This does not cancel the domain itself, only the protection. In our previous response, we informed our customer that while the Protected Registration was cancelled on the account, they were still responsible for cancelling their domains should they wish to do so.Our customer took no action to cancel the domains from the account and the domains in question renewed on May 2, 2015. GoDaddy sent renewal notices prior to the renewal on:• January 31, 2015• March 02, 2015• April 1, 2015• April 26,2015• April 28, 2015These notices indicated the domains 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. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. We have connected with our customer and walked them through the cancellation process. We also provided a refund to our customer as a goodwill gesture.Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Best Regards,Ken C[redacted]Office of the CEO - GoDaddy[redacted]
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by 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 Registration AgreementThe latest version of these agreements can be found at: [redacted]On April 29, 2015 our customer completed two separate online purchases for two domain names listed as Premium Domains on the GoDaddy site. Premium Domains are listed for sale by third-parties, who determine the price for these domains.GoDaddy had unexpected technical issues which caused the domain names in question to be displayed at an incorrect sale price by the third-party sellers. GoDaddy worked quickly and vigorously to resolve the technical issues. On May 1, 2015 the transactions in question were refunded in full and the bernadine.com domain name was returned to the original registrant.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Per our Terms of Service, GoDaddy has provided a full refund to our customer for the two transactions in question. The domain names in question are both currently registered and unavailable for new registration.As a gesture of good faith, GoDaddy is offering our customer two new, unregistered domain registrations (choice of .COM, .NET, .ORG, or .INFO), each for a one-year term at no cost. Our customer will be responsible for subsequent renewals should they wish to keep the services beyond the first year. If desired, our customer may contact our office directly to redeem this offer.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted]
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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]
Thank you for the opportunity to address our customer’s additional concerns.Our customer’s cloud server was suspended as part of our automated fraud detection on June 21, 2017. On June 22, 2017, the server was un-suspended after our customer’s request was sent to our server team on their behalf. The suspension action was not a punitive action against our customer, rather one taken by our automated system due to how GoDaddy’s systems review the usage of a server against known fraud trends. Since our customer had utilized the server and had some usage on it, it was billed for the usage. GoDaddy does not bill monthly for our cloud servers but rather billing is based on usage.On June 22, 2017, our customer called with the intention to cancel everything, but instead worked with our support teams to get their request for an un-suspension processed. As such we would typically be unable to refund the products and charges as they are outside refund eligibility. However, due to the situation we will refund all charges on the account as a goodwill gesture. As such, we attempted to connect with our customer to discuss their concerns and to move forward with them. Since we were unable to connect with our customer we have followed up with them via email. We ask that they review our email and response so we can move forward.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO – GoDaddy