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
* Website Builder Service Agreement
The latest version of these agreements and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx
On February 13, 2013, our customer purchased a Website Builder plan for a two-year term. This was for the period ending February 13, 2015.
On February 13, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question upon expiration and attempted to do so in a good faith effort to honor its agreements with our customer. However, the customer's financial institution declined payment and the customer was subsequently notified of the failed transaction by email.
On February 18, 2015, our customer, or another party with account access, disabled the automatic renewal feature for the Website Builder service in question.
On March 2, 2015, our customer manually renewed the service for a one-month term via an online transaction. This was for the service period ending March 13, 2015.
On March 13, 2015; per our customer's account preferences, GoDaddy was instructed to not automatically renew the service in question and honored its agreements with our customer.
GoDaddy sent notices after the product expiration on:
* March 13, 2015
* March 23, 2015
* April 2, 2015
These notices contained details regarding the failed transaction attempts. GoDaddy did attempt to proactively notify our customer of their Website Builder renewal and did provide ten days of service to our customer at no cost following expiration before the site was suspended. GoDaddy provided an additional ten days of service in a suspended status prior to the service cancellation due to nonpayment. In total, GoDaddy provided 20 days of service without payment prior to cancellation. Ultimately, our customer did not take action and their service was canceled on April 2, 2015 due to non-payment. Account management is a customer responsibility.
On June 8, 2015, our customer contacted our support staff for the first time regarding this matter. GoDaddy maintains hosting backups for 30 days after the cancellation of a hosting or Website Builder plan. As our customer’s Website Builder plan was canceled on April 2, 2015, GoDaddy will be unable to restore our customer’s website content.
Resolution:
GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.
GoDaddy will not be issuing a refund for the service in question, as it was in use and functioned as intended for the periods in which our customer remitted payment.
Education:
It is both a customer responsibility per our agreements and best practice to keep local backups of their site content. Our customer may want to visit archival sites such as http://archive.org to determine if any content may be recovered. They may also consider searching their local hard drive for any saved content.
The customer might find the following articles helpful:
Managing Renewals for Products and Services -
https://support.godaddy.com/help/article/725
Managing Your Account Information -
https://support.godaddy.com/help/article/729
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.
Kindest Regards
[redacted]
Office of the CEO - GoDaddy
[redacted]@GoDaddy.com
14455 N. Hayden Rd. Suite 226
Scottsdale, AZ 85260
###-###-#### Phone
###-###-#### Fax
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
Although I don't agree with the business godaddy's perception of the fact I am satisfied with their resolution for doing what they should have done in the first place which is give me what I paid for. I wish to now close my complaint.
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.Prior to conducting business with GoDaddy, all customers are required to acknowledge and...
agree to the following agreements:· GoDaddy Universal Terms of Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant has disputed the ownership of the account in question. Our research, along with the complainant's statement indicate this is a dispute between third parties. Should the complainant believe they have a legal right to domain name registrations within an account they do not have access, they may wish to review and utilize the Uniform Domain Name Dispute Resolution Policy (UDRP). This policy has been adopted by GoDaddy and is based upon the best practice recommendations of the Internet Corporation for Assigned Names and Numbers (ICANN). Additional information regarding this policy may be found at the link below.http://www.godaddy.com/agreements/ShowDoc.aspx?pageid=uniform_domainAltern...⇄ the complainant can pursue this matter further through the court system.RESOLUTION:GoDaddy takes its commitment to consumer protection very seriously. Furthermore, GoDaddy does not arbitrarily change the ownership of accounts; account management and security preferences are a customer responsibility.GoDaddy cannot become involved in this third-party dispute and hopes the complainant can resolve their concerns with the parties involved.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
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 April 22, 2016, our customer purchased a Windows Web Hosting plan for two years...
with assistance from GoDaddy’s customer care.
On October 27, 2016, our customer contacted GoDaddy via chat to cancel their Windows hosting service. Our customer was directed to the section of their account where they would be able to cancel unwanted services. While completing the cancellation steps from within their account, our customer was presented with messaging that stated the cancellation of their service does not entitle them to a refund.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
The hosting service our customer purchased was eligible for a refund if canceled within thirty days of purchase. Our customer was correctly advised they were no longer eligible for a refund.
The cancellation of a hosting plan is irreversible. As such, it is not possible to reinstate the plan our customer canceled. If they still wish to have hosting service, it must be via a new hosting plan.
As a onetime exception, we have added a new Windows Web hosting plan to their account at no cost, for the same number of months that were remaining on the plan that they canceled. Our customer is responsible for uploading any content they wish to host to the new hosting plan.Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Stephen J[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed the customer’s interactions with our agent 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 Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 2, 2015, our customer called our support staff to get assistance with purchasing a domain name through our auction service. During the call our customer and agent also discussed renewing all but a few of their remaining domain names for a three-year term plus the addition of a premium service called Protected Registration. Our agent explained that the domains names they renew would have their registration extended through 2018 and they would be protected with our Protected Registration service. (Our Protected Registration service is 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, transferred, or have its automatic renewal disabled 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.)The agent also explained that the customer would be receiving a 40% savings for their domain renewals. The customer verbally agreed to the total price, the user agreements, and provided a new payment method to process the purchases.Our customer then reached back out to our agent post-purchase, asking them to adjust the order or just “reset” it because they later decided they did not want to renew all of the domain names they originally agreed upon renewing. However, GoDaddy is unable to pull time off of domain renewals and we are only able to receive a refund for domain renewals if we cancel them within five days (i.e. 120 hours) of renewal, as described within the GoDaddy Refund Policy. Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. GoDaddy has discussed this matter with our customer and is willing to provide a full refund for the Protected Registration service once the service has been canceled. Our customer is still in the process of updating their domain contact information to complete their portion of the Protected Registration cancellation process. Our office is assisting them with this at this time. We are also willing to make a good-will exception to our Refund Policy by offering a refund for nine of the domain renewals. Once the Protected Registration service has been canceled, GoDaddy will then be able to issue the refund offered per our conversation with the customer.Education:Our customer may find the following GoDaddy Support articles helpful: What is Protected Registration?https://support.godaddy.com/help/article/1286/what-is-protected-reg...⇄ Protected Registrationhttps://support.godaddy.com/help/article/1292/canceling-protected-re...⇄ Policyhttps://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Best regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260
Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspx On March 10, 2016 our customer initiated the process to move a domain name registration from one GoDaddy account to another utilizing our Account Change process from within their GoDaddy account. The process is described in our support article found at https://www.godaddy.com/help/move-a-domain-to-another-godaddy-account-822RESOLUT...⇄ upheld its agreements with our customer in good faith and honored its terms of service.The changes made to the domain name were initiated and authorized by our customer. GoDaddy is unable to return the domain name to the originating account on behalf of our customer. If our customer is unable to amicably resolve the matter with the party they moved the domain to and the domain has a trademark, they may review the Uniform Domain Name Dispute Resolution Policy at https://www.icann.org/resources/pages/policy-2012-02-25-enThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted]On February 1, 2015 our customer purchased a Deluxe cPanel Hosting plan for a 5 year...
term during an online transaction. On September 15, 2016 our customer contacted GoDaddy’s customer care center regarding email associated with their hosting plan being flagged as spam. As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to our customer.Because of a delay in resolving this issue our customer has requested a refund of the time remaining on their hosting plan. Resolution:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.This office has contacted our customer and provided them with a refund for the time remaining on their hosting plan. This is a onetime exception to our refund policy and our customer has expressed their satisfaction with this outcome. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO – GoDaddy
Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with us. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On May 5,...
2016 our customer contacted our Hosting Support teams regarding an error received when moving website content from a cPanel shared hosting plan to a Virtual Private Server (VPS) located within the same account. The issue of an empty folder being copied from the shared hosting to the VPS was identified and a restoration of the website to the shared hosting plan offered, accepted, and initiated. Once the restoration was started, our customer indicated they did not want the website content restored to the cPanel hosting, but to the VPS. During this move, our teams encountered a technical issue and needed to re-initiate the restore process. When the restoration was nearly complete, our customer requested the restoration be ceased. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Per our terms of service (to which our customer agreed) it is our customer's responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. GoDaddy does not compensate for potential lost business or website rebuilds needed as a result of not having a current backup. Additionally, the issue of email being down was quickly resolved with a nameserver update. The domain name was pointed to the VPS and email functionality was restored. Our office previously offered a 6 month renewal of the VPS at no charge to our customer. If our customer would like to accept that offer, they may connect with us directly at [email protected] you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by our customer. 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 May 24,...
2011, our customer purchased a domain name for a 5 year term with assistance of GoDaddy’s customer care. On May 25, 2016, per our customer’s preferences, GoDaddy was instructed to automatically renew the domain and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date, including on:• April 24, 2016• May 19, 2016These 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.Go Daddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced above. On June 19, 2014 our customer’s financial institution provided GoDaddy with updated information for the payment method associated to the domain.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Per GoDaddy's refund policy, the transaction in question is beyond refund eligibility.We encourage our customer to take an active role in managing their account settings which may help avoid further undesired product renewals. Our customer can choose to auction, sell, or cancel the domain if they choose in order if they no longer wish to keep the registration.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I have canceled per the website - again. However I have not received the confirmation email promised in the instructions. Please ensure this cancellation is immediately processed and my account credited.
Regards,
[redacted]
Thank you for the opportunity to address the concerns presented by our customer. 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 18, 2016 at 6:24 AM (PST), a web hosting plan our customer has been utilizing expired. Per our customer’s account preferences, GoDaddy was instructed to automatically renew the service upon expiration for another 1-year term and did so in a good faith effort to honor its agreements with our customer. An order confirmation was subsequently sent to our customer containing transaction details.On March 18, 2016 at 7:51 PM our customer manually renewed the hosting plan for an additional 2-years via online transaction. A chargeback was initiated by our customer’s financial institution in dispute of the March 18, 2016 automatic renewal. This chargeback withdrew the payment originally made to GoDaddy. As part of the chargeback process the hosting account in question is suspended and the payment method was blacklisted. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.If our customer's financial institution does not reverse the chargeback, we would be unable to waive the $50 chargeback fee for this transaction. GoDaddy incurs costs to handle chargebacks, including the cost for our staff to research and address these items, and it is an unfair proposition to ask GoDaddy to incur costs due to the authorized renewal transaction being disputed.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
It doesn't appear that GoDaddy has read my complaint. Their response is like a form letter with dates filled in to apply to my case. What I am saying is that the account with GoDaddy was transferred over to another person, but somehow my credit card was kept on the account. Not only did that new person not receive emails at their new email address, but neither did I. In addition, somehow GoDaddy was able to renew my credit card information without my knowledge. That is, when my credit card expired, they did NOT contact me to get renewed authorization with a new expression date, but somehow got the new expiration date from the bank. I have NEVER had that happen before, every single "autopay" that I set up with my credit card, has to be renewed personally by me whenever the expression date comes due. That is the point for having expression dates.I would like some kind of refund or credit from GoDaddy to resolve this. The company seems very impersonal and inflexible, like this probably happens all the time with them. Even huge corporations like the airlines know that the customer needs to be treated fairly.
I did not know that I was purchasing a service. And beyond that, you added the website builder for a website that I did not yet own, which doesn't make sense for a customer. Of course, I did not agree to purchase that either.At the very least, your instructions were not clear. At the very worst, you are intentionally misleading customers. I am an experienced online shopper, and I understand when I'm entering into an agreement.Even the most basic customer service etiquette provides that you refund a customer that is not happy with their service. In this case, I neither wanted the service nor used it. As a business that operates in good faith, I request a refund.
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 8 and 15, 2016, respectively, our customer’s web hosting plans expired....
Per their account preferences, GoDaddy did not automatically renew the services upon expiration in an effort to honor agreements with our customer. GoDaddy sent multiple notices informing our customer of the risk of cancellation without additional action. Account management is a customer responsibility. After our customer's hosting terms ended, GoDaddy provided 10 days of live site service without payment. When this period ended, the site(s) were held in suspended status for another 10 days before content was deleted. GoDaddy provided 20 total days of service per hosting plan without payment prior to cancellation.GoDaddy charges a $150 fee per website to restore data when a customer has not backed up their own content. Restore fees help offset expense incurred performing data recovery work. Customers are not obligated to pay this fee if they maintained independent backups; a responsibility agreed to upon hosting sites with GoDaddy. Restores are not a service GoDaddy normally offers and are not guaranteed.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On October 10, 2016, our customer purchased a hosting plan and GoDaddy’s support teams waived the restore fee for one website as a goodwill gesture, however this attempt was not able to restore content.Our customer can utilize any backups they may have to restore the site(s), such as on their local hard drive, or may want to visit archival sites such as [redacted] for any potential content.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted]
On October 28, 2015, our customer purchased cPanel shared hosting plan for a one...
year term via an online transaction. Per our customer's account preferences, GoDaddy was instructed to not automatically renew our customer's hosting upon expiration and did not do so in a good faith effort to honor its agreements with our customer. The auto-renewal settings were not changed by GoDaddy but were updated by someone who had access to the account.GoDaddy provided 10 days of service without payment after expiration, and held the data in a suspended status for 10 days before the content was deleted on November 17, 2016. GoDaddy provided 20 total days of service without payment prior to cancellation.Per our terms of service (to which our customer agreed) it is our customer's responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. The reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.At this time the site has been restored and is resolving once again. Additionally, we appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented.Regards,Ken C[redacted]Office of the CEO – GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by the complainant; who acknowledged and agreed to the following upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration AgreementThese agreements are...
found at: https://www.godaddy.com/legal-agreements.aspxOn Dec. 2, 2013, the complainant registered the domain in question for a one year term. The domain was renewed for a one year term on December 3, 2014. On Dec. 3, 2015, GoDaddy was instructed to auto-renew the domain in question per the complainant's account preferences and attempted to do so in an effort to honor its agreements with the complainant; however, their financial institution declined payment. GoDaddy sent multiple notices to the complainant.GoDaddy sent renewal notices prior to expiration on:• Nov. 2, 2015 • Nov. 27, 2015 GoDaddy sent notices after expiration on:• Dec. 3, 2015• Dec. 7, 2015• Dec. 14, 2015 (Cancellation notice)These notifications informed the complainant their expired item was at risk of being canceled unless additional action was taken. Account management is a customer responsibility.As the complainant did not renew the domain in a timely manner, the domain entered a Redemption period, requiring additional fees to recover.RESOLUTION:GoDaddy upheld its agreements in good faith with the complainant, honoring its terms of service.Recovering domains in redemption is time-sensitive. As a one-time exception, we are willing to halve the normal $80 redemption fee to allow the complainant to redeem the domain for $40 plus the cost of a one-year domain renewal. The complainant must contact our office directly to do so while the domain name is still in an eligible status.Thank you again for the opportunity to address and bring clarity to the concerns presented.Kindest regards,John M[redacted] - [email protected]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Dispute
Resolution Consultant,Thank you
for the opportunity to address and bring clarity to the 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 AgreementHosting Agreement The latest
version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December
3 2015, the complainant was contacted by our Network Violations Team with regards
to their hosting plan over utilizing the CPU resources within the shared
hosting environment they were on. Specifically, the hosting plan had been
found to be set up and utilized as a file repository. The complainant
maintained full access to their hosting space to allow them to address the
matter and was informed their hosting account would be reviewed again on
December 9, 2015. The notice informed the complainant that on that date,
if they have not brought their files per directory into compliance, their
hosting plan might be suspended. Account management is a customer
responsibility.On December
11, 2015, due to the serious nature of this situation and lack of action from
the complainant, it was necessary to suspend their hosting account to protect
our network and its usage for other customers. FTP access remained available to
the complainant to allow them access to their files and address the matter.While the
complainant has an unlimited hosting plan, per the Hosting Agreement which the
customer agreed to at the time of purchase, they agreed that the hosting
account would not be used for the storing and archiving of files not related to
their website.RESOLUTION:GoDaddy has
upheld its agreements in good faith with the complainant and honored its terms
of service.The
complainant was provided until December 11, 2015 to remove the files in
question from the shared hosting environment. As the complainant has requested a refund of their hosting account, we
will provide a refund of any unused, full months they may have paid in advance.
Once cancelled, the complainant can request a refund by emailing our office at [email protected] you
again for the opportunity to address and bring clarity to the concerns
presented by the complainant.Kindest regards,Ken C[redacted]Office of
the CEO - [email protected][redacted]
[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
* Website Builder Service Agreement
The latest version of these agreements and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx
On February 13, 2013, our customer purchased a Website Builder plan for a two-year term. This was for the period ending February 13, 2015.
On February 13, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question upon expiration and attempted to do so in a good faith effort to honor its agreements with our customer. However, the customer's financial institution declined payment and the customer was subsequently notified of the failed transaction by email.
On February 18, 2015, our customer, or another party with account access, disabled the automatic renewal feature for the Website Builder service in question.
On March 2, 2015, our customer manually renewed the service for a one-month term via an online transaction. This was for the service period ending March 13, 2015.
On March 13, 2015; per our customer's account preferences, GoDaddy was instructed to not automatically renew the service in question and honored its agreements with our customer.
GoDaddy sent notices after the product expiration on:
* March 13, 2015
* March 23, 2015
* April 2, 2015
These notices contained details regarding the failed transaction attempts. GoDaddy did attempt to proactively notify our customer of their Website Builder renewal and did provide ten days of service to our customer at no cost following expiration before the site was suspended. GoDaddy provided an additional ten days of service in a suspended status prior to the service cancellation due to nonpayment. In total, GoDaddy provided 20 days of service without payment prior to cancellation. Ultimately, our customer did not take action and their service was canceled on April 2, 2015 due to non-payment. Account management is a customer responsibility.
On June 8, 2015, our customer contacted our support staff for the first time regarding this matter. GoDaddy maintains hosting backups for 30 days after the cancellation of a hosting or Website Builder plan. As our customer’s Website Builder plan was canceled on April 2, 2015, GoDaddy will be unable to restore our customer’s website content.
Resolution:
GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.
GoDaddy will not be issuing a refund for the service in question, as it was in use and functioned as intended for the periods in which our customer remitted payment.
Education:
It is both a customer responsibility per our agreements and best practice to keep local backups of their site content. Our customer may want to visit archival sites such as http://archive.org to determine if any content may be recovered. They may also consider searching their local hard drive for any saved content.
The customer might find the following articles helpful:
Managing Renewals for Products and Services -
https://support.godaddy.com/help/article/725
Managing Your Account Information -
https://support.godaddy.com/help/article/729
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.
Kindest Regards
[redacted]
Office of the CEO - GoDaddy
[redacted]@GoDaddy.com
14455 N. Hayden Rd. Suite 226
Scottsdale, AZ 85260
###-###-#### Phone
###-###-#### Fax
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
Although I don't agree with the business godaddy's perception of the fact I am satisfied with their resolution for doing what they should have done in the first place which is give me what I paid for. I wish to now close my complaint.
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.Prior to conducting business with GoDaddy, all customers are required to acknowledge and...
agree to the following agreements:· GoDaddy Universal Terms of Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant has disputed the ownership of the account in question. Our research, along with the complainant's statement indicate this is a dispute between third parties. Should the complainant believe they have a legal right to domain name registrations within an account they do not have access, they may wish to review and utilize the Uniform Domain Name Dispute Resolution Policy (UDRP). This policy has been adopted by GoDaddy and is based upon the best practice recommendations of the Internet Corporation for Assigned Names and Numbers (ICANN). Additional information regarding this policy may be found at the link below.http://www.godaddy.com/agreements/ShowDoc.aspx?pageid=uniform_domainAltern...⇄ the complainant can pursue this matter further through the court system.RESOLUTION:GoDaddy takes its commitment to consumer protection very seriously. Furthermore, GoDaddy does not arbitrarily change the ownership of accounts; account management and security preferences are a customer responsibility.GoDaddy cannot become involved in this third-party dispute and hopes the complainant can resolve their concerns with the parties involved.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
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 April 22, 2016, our customer purchased a Windows Web Hosting plan for two years...
with assistance from GoDaddy’s customer care.
On October 27, 2016, our customer contacted GoDaddy via chat to cancel their Windows hosting service. Our customer was directed to the section of their account where they would be able to cancel unwanted services. While completing the cancellation steps from within their account, our customer was presented with messaging that stated the cancellation of their service does not entitle them to a refund.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
The hosting service our customer purchased was eligible for a refund if canceled within thirty days of purchase. Our customer was correctly advised they were no longer eligible for a refund.
The cancellation of a hosting plan is irreversible. As such, it is not possible to reinstate the plan our customer canceled. If they still wish to have hosting service, it must be via a new hosting plan.
As a onetime exception, we have added a new Windows Web hosting plan to their account at no cost, for the same number of months that were remaining on the plan that they canceled. Our customer is responsible for uploading any content they wish to host to the new hosting plan.Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Stephen J[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed the customer’s interactions with our agent 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 Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 2, 2015, our customer called our support staff to get assistance with purchasing a domain name through our auction service. During the call our customer and agent also discussed renewing all but a few of their remaining domain names for a three-year term plus the addition of a premium service called Protected Registration. Our agent explained that the domains names they renew would have their registration extended through 2018 and they would be protected with our Protected Registration service. (Our Protected Registration service is 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, transferred, or have its automatic renewal disabled 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.)The agent also explained that the customer would be receiving a 40% savings for their domain renewals. The customer verbally agreed to the total price, the user agreements, and provided a new payment method to process the purchases.Our customer then reached back out to our agent post-purchase, asking them to adjust the order or just “reset” it because they later decided they did not want to renew all of the domain names they originally agreed upon renewing. However, GoDaddy is unable to pull time off of domain renewals and we are only able to receive a refund for domain renewals if we cancel them within five days (i.e. 120 hours) of renewal, as described within the GoDaddy Refund Policy. Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. GoDaddy has discussed this matter with our customer and is willing to provide a full refund for the Protected Registration service once the service has been canceled. Our customer is still in the process of updating their domain contact information to complete their portion of the Protected Registration cancellation process. Our office is assisting them with this at this time. We are also willing to make a good-will exception to our Refund Policy by offering a refund for nine of the domain renewals. Once the Protected Registration service has been canceled, GoDaddy will then be able to issue the refund offered per our conversation with the customer.Education:Our customer may find the following GoDaddy Support articles helpful: What is Protected Registration?https://support.godaddy.com/help/article/1286/what-is-protected-reg...⇄ Protected Registrationhttps://support.godaddy.com/help/article/1292/canceling-protected-re...⇄ Policyhttps://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Best regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260
Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspx On March 10, 2016 our customer initiated the process to move a domain name registration from one GoDaddy account to another utilizing our Account Change process from within their GoDaddy account. The process is described in our support article found at https://www.godaddy.com/help/move-a-domain-to-another-godaddy-account-822RESOLUT...⇄ upheld its agreements with our customer in good faith and honored its terms of service.The changes made to the domain name were initiated and authorized by our customer. GoDaddy is unable to return the domain name to the originating account on behalf of our customer. If our customer is unable to amicably resolve the matter with the party they moved the domain to and the domain has a trademark, they may review the Uniform Domain Name Dispute Resolution Policy at https://www.icann.org/resources/pages/policy-2012-02-25-enThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted]On February 1, 2015 our customer purchased a Deluxe cPanel Hosting plan for a 5 year...
term during an online transaction. On September 15, 2016 our customer contacted GoDaddy’s customer care center regarding email associated with their hosting plan being flagged as spam. As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to our customer.Because of a delay in resolving this issue our customer has requested a refund of the time remaining on their hosting plan. Resolution:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.This office has contacted our customer and provided them with a refund for the time remaining on their hosting plan. This is a onetime exception to our refund policy and our customer has expressed their satisfaction with this outcome. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO – GoDaddy
Please provide me with all of the details explaining why this was not a valid listing. Thanks, [redacted]
Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with us. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On May 5,...
2016 our customer contacted our Hosting Support teams regarding an error received when moving website content from a cPanel shared hosting plan to a Virtual Private Server (VPS) located within the same account. The issue of an empty folder being copied from the shared hosting to the VPS was identified and a restoration of the website to the shared hosting plan offered, accepted, and initiated. Once the restoration was started, our customer indicated they did not want the website content restored to the cPanel hosting, but to the VPS. During this move, our teams encountered a technical issue and needed to re-initiate the restore process. When the restoration was nearly complete, our customer requested the restoration be ceased. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Per our terms of service (to which our customer agreed) it is our customer's responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. GoDaddy does not compensate for potential lost business or website rebuilds needed as a result of not having a current backup. Additionally, the issue of email being down was quickly resolved with a nameserver update. The domain name was pointed to the VPS and email functionality was restored. Our office previously offered a 6 month renewal of the VPS at no charge to our customer. If our customer would like to accept that offer, they may connect with us directly at [email protected] you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by our customer. 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 May 24,...
2011, our customer purchased a domain name for a 5 year term with assistance of GoDaddy’s customer care. On May 25, 2016, per our customer’s preferences, GoDaddy was instructed to automatically renew the domain and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date, including on:• April 24, 2016• May 19, 2016These 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.Go Daddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced above. On June 19, 2014 our customer’s financial institution provided GoDaddy with updated information for the payment method associated to the domain.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Per GoDaddy's refund policy, the transaction in question is beyond refund eligibility.We encourage our customer to take an active role in managing their account settings which may help avoid further undesired product renewals. Our customer can choose to auction, sell, or cancel the domain if they choose in order if they no longer wish to keep the registration.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I have canceled per the website - again. However I have not received the confirmation email promised in the instructions. Please ensure this cancellation is immediately processed and my account credited.
Regards,
[redacted]
the service which I purchased is not been received by me and have no access to said service and still to date not received a refund.
Thank you for the opportunity to address the concerns presented by our customer. 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 18, 2016 at 6:24 AM (PST), a web hosting plan our customer has been utilizing expired. Per our customer’s account preferences, GoDaddy was instructed to automatically renew the service upon expiration for another 1-year term and did so in a good faith effort to honor its agreements with our customer. An order confirmation was subsequently sent to our customer containing transaction details.On March 18, 2016 at 7:51 PM our customer manually renewed the hosting plan for an additional 2-years via online transaction. A chargeback was initiated by our customer’s financial institution in dispute of the March 18, 2016 automatic renewal. This chargeback withdrew the payment originally made to GoDaddy. As part of the chargeback process the hosting account in question is suspended and the payment method was blacklisted. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.If our customer's financial institution does not reverse the chargeback, we would be unable to waive the $50 chargeback fee for this transaction. GoDaddy incurs costs to handle chargebacks, including the cost for our staff to research and address these items, and it is an unfair proposition to ask GoDaddy to incur costs due to the authorized renewal transaction being disputed.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
It doesn't appear that GoDaddy has read my complaint. Their response is like a form letter with dates filled in to apply to my case. What I am saying is that the account with GoDaddy was transferred over to another person, but somehow my credit card was kept on the account. Not only did that new person not receive emails at their new email address, but neither did I. In addition, somehow GoDaddy was able to renew my credit card information without my knowledge. That is, when my credit card expired, they did NOT contact me to get renewed authorization with a new expression date, but somehow got the new expiration date from the bank. I have NEVER had that happen before, every single "autopay" that I set up with my credit card, has to be renewed personally by me whenever the expression date comes due. That is the point for having expression dates.I would like some kind of refund or credit from GoDaddy to resolve this. The company seems very impersonal and inflexible, like this probably happens all the time with them. Even huge corporations like the airlines know that the customer needs to be treated fairly.
I did not know that I was purchasing a service. And beyond that, you added the website builder for a website that I did not yet own, which doesn't make sense for a customer. Of course, I did not agree to purchase that either.At the very least, your instructions were not clear. At the very worst, you are intentionally misleading customers. I am an experienced online shopper, and I understand when I'm entering into an agreement.Even the most basic customer service etiquette provides that you refund a customer that is not happy with their service. In this case, I neither wanted the service nor used it. As a business that operates in good faith, I request a refund.
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 8 and 15, 2016, respectively, our customer’s web hosting plans expired....
Per their account preferences, GoDaddy did not automatically renew the services upon expiration in an effort to honor agreements with our customer. GoDaddy sent multiple notices informing our customer of the risk of cancellation without additional action. Account management is a customer responsibility. After our customer's hosting terms ended, GoDaddy provided 10 days of live site service without payment. When this period ended, the site(s) were held in suspended status for another 10 days before content was deleted. GoDaddy provided 20 total days of service per hosting plan without payment prior to cancellation.GoDaddy charges a $150 fee per website to restore data when a customer has not backed up their own content. Restore fees help offset expense incurred performing data recovery work. Customers are not obligated to pay this fee if they maintained independent backups; a responsibility agreed to upon hosting sites with GoDaddy. Restores are not a service GoDaddy normally offers and are not guaranteed.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On October 10, 2016, our customer purchased a hosting plan and GoDaddy’s support teams waived the restore fee for one website as a goodwill gesture, however this attempt was not able to restore content.Our customer can utilize any backups they may have to restore the site(s), such as on their local hard drive, or may want to visit archival sites such as [redacted] for any potential content.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted]
On October 28, 2015, our customer purchased cPanel shared hosting plan for a one...
year term via an online transaction. Per our customer's account preferences, GoDaddy was instructed to not automatically renew our customer's hosting upon expiration and did not do so in a good faith effort to honor its agreements with our customer. The auto-renewal settings were not changed by GoDaddy but were updated by someone who had access to the account.GoDaddy provided 10 days of service without payment after expiration, and held the data in a suspended status for 10 days before the content was deleted on November 17, 2016. GoDaddy provided 20 total days of service without payment prior to cancellation.Per our terms of service (to which our customer agreed) it is our customer's responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. The reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.At this time the site has been restored and is resolving once again. Additionally, we appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented.Regards,Ken C[redacted]Office of the CEO – GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by the complainant; who acknowledged and agreed to the following upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration AgreementThese agreements are...
found at: https://www.godaddy.com/legal-agreements.aspxOn Dec. 2, 2013, the complainant registered the domain in question for a one year term. The domain was renewed for a one year term on December 3, 2014. On Dec. 3, 2015, GoDaddy was instructed to auto-renew the domain in question per the complainant's account preferences and attempted to do so in an effort to honor its agreements with the complainant; however, their financial institution declined payment. GoDaddy sent multiple notices to the complainant.GoDaddy sent renewal notices prior to expiration on:• Nov. 2, 2015 • Nov. 27, 2015 GoDaddy sent notices after expiration on:• Dec. 3, 2015• Dec. 7, 2015• Dec. 14, 2015 (Cancellation notice)These notifications informed the complainant their expired item was at risk of being canceled unless additional action was taken. Account management is a customer responsibility.As the complainant did not renew the domain in a timely manner, the domain entered a Redemption period, requiring additional fees to recover.RESOLUTION:GoDaddy upheld its agreements in good faith with the complainant, honoring its terms of service.Recovering domains in redemption is time-sensitive. As a one-time exception, we are willing to halve the normal $80 redemption fee to allow the complainant to redeem the domain for $40 plus the cost of a one-year domain renewal. The complainant must contact our office directly to do so while the domain name is still in an eligible status.Thank you again for the opportunity to address and bring clarity to the concerns presented.Kindest regards,John M[redacted] - [email protected]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Dispute
Resolution Consultant,Thank you
for the opportunity to address and bring clarity to the 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 AgreementHosting Agreement The latest
version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December
3 2015, the complainant was contacted by our Network Violations Team with regards
to their hosting plan over utilizing the CPU resources within the shared
hosting environment they were on. Specifically, the hosting plan had been
found to be set up and utilized as a file repository. The complainant
maintained full access to their hosting space to allow them to address the
matter and was informed their hosting account would be reviewed again on
December 9, 2015. The notice informed the complainant that on that date,
if they have not brought their files per directory into compliance, their
hosting plan might be suspended. Account management is a customer
responsibility.On December
11, 2015, due to the serious nature of this situation and lack of action from
the complainant, it was necessary to suspend their hosting account to protect
our network and its usage for other customers. FTP access remained available to
the complainant to allow them access to their files and address the matter.While the
complainant has an unlimited hosting plan, per the Hosting Agreement which the
customer agreed to at the time of purchase, they agreed that the hosting
account would not be used for the storing and archiving of files not related to
their website.RESOLUTION:GoDaddy has
upheld its agreements in good faith with the complainant and honored its terms
of service.The
complainant was provided until December 11, 2015 to remove the files in
question from the shared hosting environment. As the complainant has requested a refund of their hosting account, we
will provide a refund of any unused, full months they may have paid in advance.
Once cancelled, the complainant can request a refund by emailing our office at
[email protected] you
again for the opportunity to address and bring clarity to the concerns
presented by the complainant.Kindest regards,Ken C[redacted]Office of
the CEO - [email protected][redacted]
[redacted]